Hk Service Agreement 2009 by ivr86917

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									                SERVICE SPECIFICATION -
      DISTRICT SUPPORT CENTRE FOR PERSONS WITH
                     DISABILITIES

PURPOSE

         The Social Welfare Department (SWD) is inviting, through this
Service Specification, non-governmental organizations (NGOs) operating
Home-based Training and Support Service (HBTS) to submit operation
plans for setting up the District Support Centres for Persons with
Disabilities (DSCs/PWD) by re-engineering the HBTS. This Service
Specification states the requirements and provisions for the operation of
DSCs/PWD. Commencement of the operation of DSCs/PWD is
targeted on 1 January 2009.

BACKGROUND

2.       Home-based Training (HBT) was first introduced in 1988 to
provide training for persons with intellectual disabilities awaiting
placement in day activity centres or sheltered workshops. Under HBT
whereby a total of 5 regional teams were set up from 1988 to 1992,
training was given by home-visiting team at the service user’s home, with
the participation of his or her family members. The service was
extended in 1999 to provide service to those who, for various reasons,
preferred home-training to centre-based activities. The five regional
teams were strengthened, coupled with the 14 teams allocated on
time-defined basis in 2002, and renamed as HBTS to enable PWDs to
become more independent in their daily lives and social functioning
through the provision of home-based, centre-based or community-based
training and activities, as well as occupational therapy service and
network support for PWDs and their families. Upon a service review
conducted in 2005, HBTS service has been extended to persons with
other disability types, except for persons with mental illness.

3.      Apart from HBTS, there are other project-based community
support programmes provided by NGOs to meet the varying needs of
PWDs living in the community and their families/carers, including
holiday care service, family-based respite service, personal development

                                                                        1
programme, specialized programmes for persons with autism and
mentally handicapped persons with challenging behaviour, gateway club,
etc. These community support services were operated by different
NGOs despite serving the same locality. Service users have to approach
different centres, within or from outside the district where they live, for
the services meeting their specific needs. For this reason, PWDs and
their families/carers have expressed concern about the user-friendliness
and accessibility of the services.

4.        As laid down in the 2007 Rehabilitation Programme Plan, the
Government will support the continuous development of multi-facet
community support services for PWDs to meet their needs effectively and
to facilitate their full integration into the community. Having considered
the concerns from PWDs and their families/carers, re-engineering of the
existing mode of provision of community support services is deemed
necessary to facilitate access to various community support services and
flexible use of resources to meet the varying needs of PWDs living in the
community.

5.      Against this background, SWD will set up 16 DSCs/PWD
through re-engineering of the 19 regional teams of HBTS [para. 2 above]
to provide one-stop district-based community support services to PWDs.
The 15 NGOs operating 19 HBTS teams will each pool the resources of
the HBTS (previously allocated to them either as a permanent project or
as a time-defined project) to form a total of 16 DSCs/PWD which is a
premises-tied service. Additional resources will be provided to each
DSC/PWD for the operation of the centre. In view of the time required
to secure suitable premises for the 16 DSCs/PWD, a phased
implementation approach will be adopted, with details to be described in
paragraph 12 below.

OBJECTIVES

6.       The objective of DSCs/PWD is to provide one-stop community
support services for PWDs for their better integration into the community.
DSC/PWD also aims at providing training and support to the
families/carers of PWDs so as to strengthen their caring capacities and to
relieve their stress. The specific objectives of the services are:

Service Specification of District Support Centre for Persons with Disabilities   2
     (a) to enhance the domestic living and community living skills of
         PWDs to facilitate their integration in community living;

     (b) to improve the quality of living for homebound PWDs through
         provision of allied health support services;

     (c) to relieve the caring stress of the families/carers through
         provision of care and support for PWDs;

     (d) to meet the social and developmental needs of PWDs through
         provision of social, recreational and personal development
         programmes;

     (e) to strengthen the coping abilities of the families/carers of PWDs
         through provision of psychological services for PWDs with
         autism or with challenging behaviour;

     (f) to enhance the opportunity for PWDs to continue living in the
         community through provision of regular day care service for
         persons with severe disabilities, such as personal and nursing care,
         social and rehabilitation services;

     (g) to enhance the caring capacities of the families/carers of PWDs
         through provision of training programmes/educational
         courses/workshops;

     (h) to increase the public’s acceptance towards PWDs through
         provision of community education; and

     (i) to facilitate access of PWDs and their families/carers to
         community resources to meet their welfare needs.

7.      With the setting up of DSCs/PWD, the following advantages are
expected:

     (a) DSCs/PWD could provide PWDs and their families/carers access
         to community support services in their neighbourhood at one

Service Specification of District Support Centre for Persons with Disabilities   3
              single service point;

     (b) DSCs/PWD could update PWDs and their families/carers with
         information of community resources as well as make referrals for
         them to other appropriate service units for follow-up where
         necessary; and

     (c) DSCs/PWD could respond to district needs through flexible use
         of resources and manpower.

SCOPE OF SERVICES

8.       The operators of DSCs/PWD should provide, perform or arrange,
but not limited to, the following direct services:

     (a) individual or group training programmes for PWDs on domestic
         and community living skills through a multi-disciplinary team
         approach;

     (b) out-reaching allied health support service to homebound PWDs
         for home-based individual therapy, professional support on home
         modification and purchase of rehabilitative equipment;

     (c) both centre-based and family-based care and support service for
         PWDs;

     (d) social, recreational and personal development programmes for
         PWDs;

     (e) psychological services for PWDs with autism or challenging
         behaviour;

     (f) 5 places per day of day care service for persons with severe
         disabilities (DC/SD);

     (g) training programmes/educational courses/workshops on caring
         techniques for the families/carers of PWDs;


Service Specification of District Support Centre for Persons with Disabilities   4
      (h) community education programmes, volunteer services and
          activities for the promotion of community integration and
          increase in public acceptance towards PWDs;

      (i) referrals of PWDs to other welfare service units, medical and
          health sector or governmental departments for services and
          appropriate follow-up assistance; and

      (j) resource corner to provide information on community resources
          and drop in service.

9.       The DSC/PWD operator should also perform, but not limited to,
the following indirect services:

      (a) to explore and establish partnership with other local stakeholders,
          such as SWD, rehabilitation service units, medical and health
          sector and other local organizations to provide appropriate
          services to PWDs in the community; and

      (b) to identify service needs in the operating district and to respond to
          those needs in collaboration with its partners in the community.

TARGET SERVICE USERS

10.            The target service users of DSC/PWD are:

      (a) PWDs living in the community, including persons with
          intellectual disabilities, persons with physical disabilities, persons
          with autism, persons with hearing impairment, and persons with
          visual impairment;

      (b) Families/carers of PWDs as stated in (a) above; and

      (c) community at large.

11.     For day care service for persons with severe disabilities (DC/SD),
as mentioned in paragraph 8(f) above, the service users should meet the
following criteria:

Service Specification of District Support Centre for Persons with Disabilities   5
             persons with severe intellectual disability/severe physical
              disability;
             aged between 15 to 59;
             disability level should be equivalent to those eligible for Care and
              Attention Home for Severely Disabled Persons or Hostel for
              Severely Physically Handicapped Persons;
             not bed-ridden or requiring infirmary care;
             without severe aggressive behaviour endangering self and/or
              others;
             without infectious disease;
             in need of day care service; and
             priority to be given to those without waitlisting for residential
              care services.

SERVICE IMPLEMENTATION

Phased Implementation

12.      In view of the time required to secure 16 suitable sets of
premises for operation of the 16 DSCs/PWD, full implementation of the
services in the DSCs/PWD as described in paragraphs 8 and 9 above is
expected upon completion of fitting-out works for the premises for each
individual centre. To ensure continuity in the provision of community
support services, NGOs operating DSC/PWD (the Operators) are
recommended to adopt the following phased implementation approach to
implement the various services of the DSC/PWD. Demarcation for the
different phases will be in accordance with the output requirements for
the services to be delivered in that phase.

        Initial Phase [without centre premises and to commence service in
        January 2009]

        Essential Services to be provided (A)
          services delivered under HBTS;
          short-term/occasional care and support programmes, both
           centre-based or family-based, for PWDs after school, during
           school holidays, on public holidays, Saturdays and Sundays;

Service Specification of District Support Centre for Persons with Disabilities   6
             community education programmes;
             referral service for PWDs where necessary; and
             services delivered under Gateway Club (for the 6 HBTS
              Operators operating Gateway Club).

         Premises arrangement
           the Operator to identify and propose at least one temporary base
            at its existing centres/offices immediately available for the
            delivery of various services for the initial phase;
           the Operator must have one central contact point for the
            DSC/PWD to handle enquiries and to promote the service;
           the Operator may form partnership or strategic alliances with
            other organizations to facilitate service delivery.

         Intermediate Phase [centre premises still not available and to
         commence this phase not later than December 2009]

         Additional Services to the provided [on top of (A)]
          in addition to the services delivered since the initial phase, the
           Operator may propose any additional types of services to be
           delivered in this phase.

         Premises arrangement
           in addition to the temporary premises identified for the initial
            phase, the Operator may suggest additional service base(s) for
            additional services to be delivered.

         Final Phase [Service commencement after completion of fitting-out
         of the centre]

         Services to be provided
           full range of services of the DSC/PWD as described in
            paragraphs 8 and 9 above.




    No rent and rates subsidy will be given in this phase except those with centre premises secured.




Service Specification of District Support Centre for Persons with Disabilities                         7
Arrangement of HBTS cases

13.      The Operators should continue to provide services to the cases
admitted to their existing HBTS team(s) until case discharge. The
Operators could transfer cases between/among themselves, subject to the
agreement of the service user and the DSCs/PWD concerned. For new
cases admitted after setting up of the DSC/PWD, they should be within
the service boundary of the respective DSC/PWD. Nevertheless, the
Operators may exercise flexibility in case admission where circumstances
warrant. Current HBTS service users admitted to notional day activity
centre places will gradually be regularized as enrolments to the day
activity centre when vacancies become available. While no additional
resources would be given for this regularization, the resources so
generated should be pooled back to the DSC/PWD for the operation of
the centre.

DISTRIBUTION OF DSCs/PWD

14.     Upon discussion with the Operators, the district distribution of
the 16 DSCs/PWD is as follows:

       Cluster                           District                      No. of         NGO Taker
                                                                      Centres
 Hong Kong                     Eastern & Wanchai                         1       St. James’ Settlement
 Island                        Central Western,                          1       Tung Wah Group of
                               Southern & Islands                                Hospitals
 Kowloon                       Kwun Tong                                    2    Christian        Family
 East                                                                            Service Centre
                                                                                 Hong Chi Association
                               Wong Tai Sin &                               2    Neighbourhood
                               Sai Kung                                          Advice-Action Council
                                                                                 Haven      of     Hope
                                                                                 Christian Service
 Kowloon                       Kowloon City &                               1    Hong Kong Lutheran
 West                          Yau Tsim Mong                                     Social Service


Service Specification of District Support Centre for Persons with Disabilities                         8
       Cluster                           District                      No. of         NGO Taker
                                                                      Centres
                               Sham Shui Po                              1       Yang         Memorial
                                                                                 Methodist       Social
                                                                                 Service
    New                        Shatin                                       1    Po Leung Kuk
    Territories                Tai Po & North                               2    Yan Chai Hospital
    East                                                                         Hong Chi Association
    New                        Tsuen Wan/Kwai                               2    Caritas – Hong Kong
    Territories                Tsing                                             Evangelical Lutheran
    West                                                                         Church Social Service
                                                                                 - HK
                               Tuen Mun                                     1    HK Sheng Kung Hui
                                                                                 Welfare Council
                               Yuen Long                                    2    Fu Hong Society
                                                                                 Wai     Ji   Christian
                                                                                 Service
                                                        Total              16

15.     The service boundary of the DSC/PWD will be in line with the
boundary of the SWD districts. For districts with two DSCs/PWD, the
service boundary was worked out in consultation with SWD and the
NGOs concerned as follows :

       District        Service                                                   NGO Taker
                      Boundary
    Kwun Tong Kwun Tong East2                                           Christian Family Service Centre
                 Kwun Tong West3                                        Hong Chi Association
    Wong Tai Sin Wong Tai Sin                                           Neighbourhood Advice-Action
    & Sai Kung                                                          Council
                 Sai Kung and Tseung                                    Haven of Hope Christian
                 Kwan O                                                 Service
2
  Kwun Tong East covers the areas being served by Lam Tin Integrated Family Service Centre, The
Family Energizer (Integrated Family Service) and Sau Po Integrated Family Service Centre.
3
  Kwun Tong West covers the areas being served by Kwun Tong Integrated Family Service Centre, Kai
Ping Integrated Family Service Centre and Kwun Tong Centre Shun Lee Integrated Family Service
Centre.



Service Specification of District Support Centre for Persons with Disabilities                        9
       District                      Service                                     NGO Taker
                                   Boundary
      Tai Po &                Tai Po                                    Yan Chai Hospital
       North
                              North District                            Hong Chi Association
   Tsuen Wan/                 Tsuen Wan and Tsing                       Caritas – Hong Kong
   Kwai Tsing                 Yi
                              Kwai Chung                                Evangelical Lutheran Church
                                                                        Social Service – HK
    Yuen Long                 Tin Shui Wai                              Fu Hong Society
                              Yuen Long                                 Wai Ji Christian Service

PREMISES, FURNITURE AND EQUIPMENT

16.      SWD will identify suitable premises of around 500m² (internal
floor area) for the operation of the 16 DSCs/PWD. After the premises
are secured, SWD will submit application to the Lotteries Fund Advisory
Committee for Lotteries Fund (LF) grants to be disbursed to the Operator
for the fitting-out work of the premises. The Operator would be
responsible for the fitting-out work of the premises to fulfill statutory
requirements and minimum Schedule of Accommodation (SoA) and
Technical Schedules (TS) standards imposed by SWD. Subject to
approval of Lotteries Fund Advisory Committee, a lump sum grant will
be allocated to the Operator for fitting-out the premises. No LF
application needs to be separately made by the Operator for this project.
The Operator is required to fit out the premises at least up to the standards
therein. Subject to the endorsement of relevant authority, the Operator
may go for higher fitting-out standards at its own resources. The
Government or LF will not, however, accept any liability, recurrent or
capital for any higher standard work items, including but not limited to
any subsequent renovation or replacement of these items. The Operator
has to observe the conditions of the grants set out in the approval letters
and in accordance with the procedures and requirements set out in the LF
Manual (in particular Chapters 3 and 6).

17.     To facilitate full implementation of the DSC/PWD at the earliest
possible time, the Operator(s) are welcome to convert the premises of


Service Specification of District Support Centre for Persons with Disabilities                        10
their non-subvented services to set up DSC/PWD. Depending on the
conditions of the premises, the Operator(s) might have to submit
application for LF grant for conversion/ renovation works to the existing
premises under Chapter 5 of the LF Manual.

18.      SWD will put up one composite application for all DSC/PWD
operators to the Lotteries Fund Advisory Committee for LF grants to be
disbursed to the Operators for purchase of some essential furniture and
equipment (F&E) for the initial phase of operation for the DSC/PWD
(with a 14-seater light bus including 3 wheelchair mounting with tail lift).
Subject to approval, a lump sum grant will be allocated to the Operator.
Application for LF grant for the remaining F&E for the full operation of
the DSC/PWD should be made together with the application to LF for the
fitting-out/renovation costs for the centre. A reference list of furniture
and equipment for the DSC/PWD is at Annex 1.

19.      The Operator must maintain the premises, furniture and
equipment in a condition which provides a safe and hygienic physical
environment free from obstruction and fire risk for the protection of
service users, family members/carers, staff and visitors.

FUNDING ARRANGEMENT

20.      The Operators should pool in all the resources allocated to them
for the operation of HBTS4 into the DSC/PWD and an additional annual
recurrent subvention of $2.2 million at 2008-09 price level (excluding
rent and rates)5 will be allocated to each DSC/PWD for the full operation
of the centre. In addition, the Operators with only a stand-alone half
team of HBTS (i.e. 40 training places) prior to the re-engineering will be
given additional recurrent subvention of $1.6 million at 2008-09 price
level to top up its training places to 80 places to strengthen the provision
of training services in the new DSC/PWD. The total funding for the
DSC/PWD will be allocated on a Lump Sum Grant (LSG) mode to the

4
  For Hong Chi Association, the resources of the three HBTS teams will be divided by two to be
pooled into two DSCs/PWD.
5
  DSC/PWD operators currently operating Gateway Clubs under time-limited contracts (with contracts
due for expiry by 30 September 2010) will have the resources for this service pooled together with this
additional annual recurrent subvention for the centre.


Service Specification of District Support Centre for Persons with Disabilities                      11
NGO for a time-defined period of five years to deliver the service.

21.      The lump sum has taken into account Personal Emoluments,
including provident fund for employing registered social workers,
qualified professionals and supporting staff, all other relevant charges
(such as employees’ compensation insurance and public liability
insurance) in operating the DSC/PWD and fees paid by service users.
Rent and rates, and car park rent in respect of premises recognised by
SWD for delivery of the subvented activities will be reimbursed
separately on an actual cost basis.

22.     The above calculation is for the full operation of the DSC/PWD.
Funding will be allocated to the DSC/PWD on pro-rata basis in
accordance with the services to be delivered under phased
implementation of the centre. A reference table on the calculation of
funds for different phases is at Annex 2.

23.      In receiving the LSG, the Operator is accorded flexibility in the
use of the grant but will have to observe the guidelines set out in the latest
LSG Manual and the LSG circulars in force on the use of subvention.
The LSG will be subject to adjustments including, but not limited to,
salary adjustment in line with civil service pay adjustment and other
charges in line with government-wide price adjustment factor. The
Government will not accept any liabilities or financial implication arising
from the project beyond the approved funding.

ENTRY AND EXIT

24.      The Operator should develop a set of clear operation manual and
protocol for the DSC/PWD, including the handling of entry and exit of
service users. The Operator could receive referrals from social workers
or through direct approach of the service users.

25.      For DC/SD, only referrals by social workers would be accepted
by DSC/PWD. In normal situation, service users may exit from the
service for the following reasons:

Service Specification of District Support Centre for Persons with Disabilities   12
     (a) being admitted into a residential institution for long-term
         placement; or

     (b) choosing to leave for whatever reasons; or

     (c) other reasons as specified in the coding provided in the respective
         quarterly statistical forms.

26.      For regular service users of DC/SD, training programmes,
outreaching allied health support services and psychological services,
proper discharge plans should be developed well in advance of the
discharge date and the reasons for discharge should be documented in the
individual case file. Referrals or notifications have to be made with
other service units, if appropriate.

FEE CHARGING

27.      The Operator will collect the fee charging from service users in
accordance with the appropriate fee level announced by SWD. The fees
payable by service users of respective service types in 2008-09 are listed
as follows:

                                            Service                                Fee Level

               Home Visit by Physiotherapist/                                     $51 per visit
               Occupational Therapist

               Centre-based Care and Support Service                              $5 per hour

               Home-based Care and Support Service                               $33 per hour
               (including Escort Service)
               Membership fee                                                    $21 per annum

               Transportation fee                                                 $10 per trip

               DC/SD (lunch included)                                             $60 per day


Service Specification of District Support Centre for Persons with Disabilities                    13
                                            Service                                Fee Level

                                                                                 $988 per month

28.      The above fee levels are subject to revision upon further
announcement from SWD. As only 75% of the expected fee income is
deducted in the subvention sum, the Operator should design fee waiving
and reduction system for service users who have financial difficulties.
Should the Operator wish to introduce new fees and charges for
value-added service in respect of the services governed by Funding and
Service Agreements (FSA) for which subvention is provided or run with
the use of the premises, it must ensure that the proposed new fees and
charges do not affect their FSA activities, are not detrimental to the
interest of the service users and have obtained SWD’s prior approval
(please refer to paragraph 2.36 of Lump Sum Grant Manual Edition 2).

IMPLEMENTATION SCHEDULE

29.            The implementation schedule is as follows:

               Date                                       Task

               October 2008                               Invitation of Operation Plans from
                                                          NGOs operating HBTS

               November 2008                              Closing of submission of Operation
                                                          Plans

               November –                                 Preparation for launching of the 16
               December 2008                              DSCs/PWD

               January 2009                               Service Commencement

PAYMENT ARRANGEMENT, INTERNAL CONTROL AND
FINANCIAL REPORTING REQUIREMENTS

30.     Upon approval of the operation plan, signing of a FSA and
confirmation of commencement of service, the LSG subventions payment
will be made on monthly basis in accordance with the phased


Service Specification of District Support Centre for Persons with Disabilities                    14
implementation plan. The Operator is responsible for maintaining an
effective and sound financial management system, including budget
planning, projection, accounting, internal control system and auditing.
It should maintain proper books and records and supporting documents
on income and expenditure relating to the project and make them
available for inspection by the Government representative.           The
Operator shall submit annual financial report and statements audited by a
certified public accountant registered under the Professional Accountants
Ordinance (Cap 50) in accordance with the requirements as stipulated in
the latest LSG Manual and LSG circulars in force.

CRISIS MANAGEMET AND CONTINGENCY PLAN

31.     The Operator must develop operational guidelines for crisis
management as well as a contingency plan to specify strategies for
ensuring the continuation of service, and should ensure that the
contingency plan can be activated at all time should the DSC/PWD
encounter difficulties in providing the services as stipulated in this
Specification. SWD should be informed as soon as possible when the
contingency plan is activated and the alternative mode of service is
provided.

32.      Any back-up service provided must meet all requirements of this
Specification. In this regard, no additional allowance or compensation
in any form will be payable by SWD in activating the contingency plan.

TRANSITIONAL ARRANGEMENT

33.     Upon expiry of the Agreement and if a subsequent agreement is
entered into with a new operator, the Operator should cooperate with
SWD to ensure proper transfer of service, furniture and equipment to the
succeeding operator.

PERFORMANCE STANDARDS

Outputs/ Outcomes

34.      A phased implementation approach would be adopted to
implement the various services of DSC/PWD.               Demarcation for
different phases will be in accordance with the required output/outcome
levels for the services to be delivered in that phase and a reference table
on the required output/outcome levels at different phases is at Annex 2.


Service Specification of District Support Centre for Persons with Disabilities   15
The Operator is required to achieve the following minimum output and
outcome standards upon full operation of the DSC/PWD:

 Output
Standard                                   Output Indicator                      Agreed Level
  (OS)
                 Total number of service hours provided to meet all the
      1.
                 training, care and support needs of PWDs per year
                 a. domestic and community living skills 50,000 hours
                    training                            (for centres with 80
                                                                                   HBTS cases)

                                                                                  75,000 hours
                                                                                 (for centres with
                                                                                 120 HBTS cases

                 b. care and support activities                                   12,000 hours


      2.         Total number of groups sessions/activities/                      10 sessions6
                 programmes on publicity and community
                 education per year, including:
                 a. volunteer recruitment, development and
                    services
                 b. public education to promote positive
                    image and social inclusion of PWDs


      3.         Occupational therapy/physiotherapy services
                 a. Total number of assessment, individual/ 750 sessions
                    group treatment sessions delivered by (for centres with 80
                    therapists in a year                     HBTS cases)

                                                                                 1,000 sessions
                                                                                 (for centres with
                                                                                 120 HBTS cases)


6
  With the phased implementation of the DSCs/PWD, the agreed level of the output standard 2 can be
achieved either at 50% or 100% prior to the full operation of DSC/PWD, with prior agreement with
SWD.


Service Specification of District Support Centre for Persons with Disabilities                       16
 Output
Standard                                   Output Indicator                      Agreed Level
  (OS)
                 b. Rate of reviewing individual training                           95%
                    needs in a period of six months


      4.         Total number of groups sessions/ 450 sessions7
                 activities/ programmes held to meet all the
                 following needs of PWDs per year:
                 a. personal development needs
                 b. social and recreational needs
                 c. support services including mutual support
                    groups and training activities/workshops/
                    educational courses, etc. for families/
                    carers of PWDs


      5.         Clinical psychology service
                 a. Total number of therapeutic individual/                      150 sessions
                    group sessions delivered in a year

                 b. Rate     of     reviewing    individual                         95%
                    psychological needs in a period of six
                    months


      6.         Day care service for persons with severe disabilities
                 (DC/SD)
                 a. Average monthly occupancy rate within a    95%
                    year
                 b. Rate of reviewing care plan in a period of 100%
                    six months




7
  With the phased implementation of the DSCs/PWD, the agreed level of the output standard 4 can be
achieved either at 50% or 100% prior to the full operation of DSC/PWD, with prior agreement with
SWD.


Service Specification of District Support Centre for Persons with Disabilities                  17
  Outcome                                                                        Agreed Level
  Standard                                 Outcome Indicator

        1           Rate of service users being satisfied with                       80%
                    the overall services/programmes delivered
                    to them within one year

        2           Rate of families/carers being satisfied with                     80%
                    the overall services/programmes delivered
                    to them within one year

35.           The Operator is requested to indicate additional output/
outcome measures and the levels of attainment they expect to achieve in
their operation plan, in particular objective/measurable outcome
indicators showing the effectiveness of the model/service in enabling
service users to improve their quality of living and to stay in the
community. The pledged additional output/outcome measures and
levels of attainment will form an integral part of the FSA.

Essential Service Requirements

36.         The Operator is required to comply with the Essential
Service Requirements (ESRs) as follows:

     (a) the DSC/PWD should operate at least 6 days a week with a
         minimum of 48 hours per week;

     (b) core service hours of DC/SD are Monday to Friday, from 9:00am
         to 6:00pm;

     (c) registered social worker, qualified physiotherapist, occupational
         therapist, nurse and clinical psychologist are the essential staff for
         the service; and

     (d) the operation of DSC/PWD should be under the supervision and
         guidance of registered social worker.

Service Quality Standards

37.     The Operator is required to meet the requirements of the 16
Service Quality Standards (SQSs) as announced by SWD.


Service Specification of District Support Centre for Persons with Disabilities                  18
CONTROL MECHANISM

38.      The Operator is required to comply with the requirements as laid
down in this Specification, the FSA, as well as the Operator’s operation
plan and supplementary information, if any, as agreed with SWD.
Continuation of service for the next term will be subject to negotiation
prior to the expiry of the agreement with regard to the relevant
considerations such as the prevailing policy directive, service need and
assessment on the Operator’s compliance with the requirements in the
aforesaid documents, etc.

39.      Where there is any change to the performance standards within
the agreement period, SWD will inform the Operator and the Operator
will be required to achieve new requirements in accordance with the
specified implementation schedule.

40.    SWD reserves the right to apply the following monitoring
methods -

     (a) announced and unannounced visits at periodic intervals to
         examine in detail the performance of the Operator, such as actual
         achievement of outputs/outcomes, compliance with the ESRs,
         service quality and standard achieved or not achieved, area of
         concern/complaint and outcome, etc;

     (b) assessment of the implementation of SQSs; and

     (c) user satisfaction survey as and when necessary.

41.     The Operator is required to provide quarterly statistical returns
on the output requirements and those additional/ new items pledged by
the Operator, and other relevant information as required in a prescribed
format and time frame. This form may be revised to incorporate
changes in requirements as stipulated in paragraph 39.

42.     The Operator is also required to submit to SWD financial report
and audited account on an annual basis.

43.    The Government reserves the right to suspend or terminate the
agreement with the Operator before the expiry date should the
Government find the Operator unable to deliver the agreed level of


Service Specification of District Support Centre for Persons with Disabilities   19
service, or the continuation of service by the Operator would put the
service users or public interest in jeopardy, in accordance with the
evidence collected by SWD.



                                                         ~ END ~



Social Welfare Department
October 2008




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