The Digital Service Delivery Guide: Quality Practice in Community-Based Services was developed by Mental Health Coordinating Council for leaders, managers and teams who deliver mental health and psychosocial support services digitally in community-based organisations.
This resource is intended to provide guidance on issues and challenges that arise from delivering a range of digital services in a community-based setting. The Guide will support best practice and keep people at the centre of safe, ethical and effective service delivery.
View individual sections relevant to your service or download the Guide in full.
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A digital service is a mental health, suicide prevention, or alcohol and other drug service that uses technology to facilitate engagement and the delivery of care.
A Governance Framework can contribute to the planning, design and operation of the organisation and identify opportunities for improvement and communicate these to relevant individuals or bodies.
Digital inclusion requires that all Australians can make full use of digital technologies. This includes using technology to manage their health and wellbeing.
Co-design is a process of bringing consumers, carers, families and staff together to ensure quality service delivery. It creates an equal and reciprocal relationship, enabling the design and delivery of services to represent a meaningful partnership between all stakeholders.
The practice approach must be relevant to the purpose and aim of the digital service, how it operates, how it applies to in-person services, and how it is informed by evidence and best practice.
Organisations should ensure that staff delivering direct services have the right qualifications, skills, and supervision to deliver safe and high-quality digital services.
Seeking informed consent before delivering services to a consumer is standard practice. This process for seeking informed consent should be the practice for both existing consumers and new clients of your service consumers.
Every community-managed organisation should have clear policies, procedures and risk management protocols in place to ensure the security of consumer information.
Cybersecurity is the practice of protecting systems, networks, programs, and personal data from digital attacks. Your organisation’s approach to privacy should include plans for managing cybersecurity risks and threats.
Given the recent rapid uptake of digital service delivery and the pace of technological change, community-managed organisations need to continuously evaluate whether digital service delivery is appropriate and effective.
Basic guidance tip sheets and checklists to support consumers, carers and service workers with videoconferencing and informed consent of digital service delivery.