UCWB is committed to continuous improvement and quality management. We maintain accreditation at Award Level of the Australian Service Excellence Standards – an internationally accredited quality improvement program funded by the Department of Human Services, aimed at supporting not-for-profit organisations to improve and achieve sustainable excellence.
To ensure we continue to deliver quality services, UCWB undertakes a number of accreditations relevant to our service delivery. These include:
- NDIS Quality and Safeguards Commission
- Aged Care National Quality Standards
- National Quality Standards for Australian Children’s Education & Care
Customer engagement
Seeking Expressions of Interest – Lived Experience Engagement Panel (LEEP)
At UCWB we value the voice of our customers and the community. We want to ensure that our work is informed by the expertise, insights and knowledge of people with lived experience so have established our lived experience engagement panel (LEEP). LEEP is an opportunity for people with lived experience to provide feedback, ideas and suggestions for improving our services.
If you are someone with lived or living experience of managing life or social barriers or are a carer, family or friend who cares for and supports someone with lived experience, we would like to hear from you.
This includes lived or living experience of:
- Mental Health
- Financial Hardship
- Older Person accessing aged care supports
- Disability accessing NDIS Supports
- Accessing children or youth services
There are several ways you can be involved including:
- Joining a committee or working group
- Joining an advisory group
- Participating in focus groups and workshops
- Participating in interview panels
- Completing surveys
If you are interested in learning more about LEEP please complete the Expression of Interest form and a member of our team will contact you.
If you need help completing this form, please contact us during business hours (9am to 5pm, Monday to Friday) via email livedexperience@ucwb.org.au or by calling 8245 7100 and asking for our Impact and Customer Experience team.
Critical incidents
We are committed to responding to and reporting critical customer incidents. Our response to critical incidents is aimed at:
- supporting the safety and wellbeing of customers;
- ensuring incidents are effectively identified, responded to, reported, managed, and monitored;
- ensuring a timely and consistent approach to critical incidents; and
- ensuring that safety improvements are put in place to reduce the likelihood of future incidents.