A partnership between Homelessness NSW,
Domestic Violence NSW and Yfoundations

Quality Assessor Register

The following consultants are available to conduct your Guided Self Assessments (GSA). They are also available to undertake work in implementing your Quality Action Plans. For instance, you may engage them to write policy or procedure tolls for your service. Please note that consultants are not permitted to conduct work on implementing the Quality Action Plan for those services for which they have also conducted the GSA, as this is a conflict of interest. If you would like more information, please contact them directly using the contact details provided. This is a list of suggested assessors only. You are welcome to use any consultant of your choosing, regardless of their inclusion on this list or on the Consultant Register.
 

Catherine Hungerford Consulting

Colin Berryman, InTune Consulting

Edwina Deakin, EJD Consulting & Associates

Grace Leotta, Affirm Organisational Development and Training

Kenn Payne, Denigu

Libby Darlison and Robin Miles, The Miller Group

Lucy Burgmann, Elton Consulting

Laurel Draffen and Andrea Comastri, Matrix on Board Consulting

Mark Dybell, Charles Kendall Australia

Mirella Di Genua

Dr Pat Johnson, Crystal Phoenix

Rachael Gavarotto, Responsive Consulting

Ray Bennett, Com Management

Ross Beaton Consulting

Sue Cripps, SC Consulting Group

Susie Dunn and Robyn Condon, Strategy to Action  

Zed Tintor


Catherine Hungerford Consulting

Contact:
cath@catherinehungerford.com  |  0438 617 696
 
About:
A decade of direct experience in homelessness services across multiple sectors (domestic and family violence, young people, families, and single adults)  has given me in-depth insight into client needs and organisational service delivery. I have supported organisations through the Going Home Staying Home reform process including pre-qualification, tendering, implementing the SHS Service Delivery Framework, SHS Practice Guidelines and SHS Quality Assurance System. 

Experience:

  • Internal auditing of organisational policy, procedures and practice against SHS Standards and Practice Requirements (currently working with a number of lead agencies in the Nepean Blue Mountains district)
  • Policy review and development to align with current legislation and industry standards (SHS and Out-of-Home Care)
  • Accreditation preparation and submission (OOHC)
  • Resource development for staff, clients and board members
  • Tender and grant writing support

Colin Berryman, InTune Consulting

Contact:
colin@intune.net.au  |  0415 458 523
 
About:
 
Since 2010 the primary focus of Colin's work has been supporting SHS agencies through the GHSH reforms, including policy analysis, advocacy, successful tendering, service design and establishment, JWA development and review. 
 
InTune developed and delivered SHS QAS training in 2015, and has supported individual agencies on their Quality Assurance journeys.
 
Colin also brings 25 years experience in Community Sector support and management working with people in a diverse range of services including housing and homelessness, Aboriginal, CALD, women's and youth services and sector support agencies in city, rural and remote communities.
 
Areas of Expertise
  • Tailored assistance to suit the needs of the agency -  either desktop review or facilitating management and staff participation in Guided Self-Assessments and developing Quality Plans
  • Specialist knowledge of GHSH requirements - research on innovations and best practices to add value to your service – understanding founded on direct experience in SHS service delivery and governance
  • Working collaboratively to achieve the best outcome
Organisational review
  • Over 2 decades experience in Community Services development, management and evaluation
  • Many service reviews, including SHS, assessing effectiveness, quality and outcomes, leading to positive improvements
Contract requirements
  • Extensive experience in contract preparation, compliance monitoring and reporting
  • Managed many Government funding contracts during significant changes in community services policy, most recently focussing on the GHSH reforms
TPV Review 
  • While there is no formal verification system for SHS, we have the expertise to act as an independent body to identify gaps in service delivery, partnerships and governance and to verify that agencies are meeting the SHS quality standards
Contact:
edwina@ejdconsulting.com.au  |  02 9590 4601  |  0418 480 151  |  www.ejdconsulting.com.au
 
About:
About EJD Consulting
EJD Consulting & Associates is a Sydney based consultancy firm specialising in social policy and human services. Our core business is to help organisations clarify their directions and build their capacity to deliver.
Edwina Deakin, as founding Principal of EJD Consulting, is the project leader and principal consultant on all EJD projects.
 
Relevant Skills and Capacity
Edwina Deakin, as EJD Principal, has demonstrated skills, experience and capacity to undertake various quality assessment tasks including:
  • developing simple and reliable tools and reporting instruments to gather required feedback and measures
  • undertaking organisational reviews and targeted audits to identify areas for improvement plus practical solutions for change
  • assisting with culture change, and staff capacity building regarding quality systems and compliance
  • conducting research and desktop reviews, drawing evidence from electronic data, printed resources and reports
  • streamlining governance processes and establishing simple monitoring and reporting systems to track progress overtime.

Grace Leotta, Affirm Organisational Development and Training

Contact:
grace@affirm.net.au  |  02 9816 3691  |  0419 294 383  |  www.affirm.net.au
 
About:
Grace Leotta is an organisational, community development and training consultant for human services. She facilitates service development/change management, community engagement and planning processes, conducts reviews, evaluations and research, and develops and facilitates training programs. She also has experience in teaching at a tertiary level in community consultation, community management and social science. Grace is an internationally certified facilitator and public participation (community engagement) practitioner, a Harvard University trained adaptive leadership (leading change) consultant, a nationally accredited trainer and assessor, and an accredited social worker.
Grace has worked with services for people who are homeless or at risk of becoming homeless for over 20 years. As the developer and one of the facilitators of the Going Home Staying Home (GHSH) Managers' training she has in-depth knowledge of GHSH requirements, and of SHS services. She is also one of the main case management training providers for the sector.
 
  • Internal Auditing - Experience in developing a process and tool for ‘case’ file audits as part of a review of a case management process.
  • Organisational Review - Experience in:

  • Reviewing Boards, programs, service models, staffing structure, practice and policies against standards including in the SHS sector.
  • Developing and using review processes and tools such as a Board review process and template.
  • Facilitating review workshops.
  • Preparation of review reports.
  • Development of models, policies and action plans to implement review findings.
  • Desktop Review - Experience in:
  • Reviewing policies and procedures against standards.
  • Reviewing key organisational data, information and documents as part of program reviews, strategic planning processes and organisational development.
  • Contract Requirements Review - Experience in reviewing programs against contract requirements/service specifications as part of program reviews.

Kenn Payne, Denigu

Contact:
kennpayne@denigu.com.au  |  0409 428 626
 
About:
Denigu is available to assist SHS organisations with the quality assessment process. For some the accreditation process may be totally new. Denigu can provide on site support to these clients, also across the state. After asking for background information, we negotiate a time to attend to work with the key personnel to help them learn the requirements of the QAS, then continue to provide remote support as requested. Kenn is involved with the process as manager of an Aboriginal SHS service provider, Gurehlgam Corp Ltd. (in partnership with OnTrack Community Programs).
 
  • Internal auditing - has been involved with the community housing sector through the Aboriginal Housing Office, assisting small providers meet the criteria for management and governance to be accredited under the PARS plan. Kenn has been involved in online accreditation for over two years, using the BNG Online portal to take Gurehlgam to the 100% for Family Violence Prevention Legal Services and am close to that level for SHS services.
  • TPV review - Denigu does not wish to be involved in TPV
  • Organisational review - Denigu has provided governance and management reviews for many small organisations as a panel member for organisations including Indigenous Business Australia, the Aboriginal Housing Office, DWEER and FACS. We were a part of the major change to the NSW Aboriginal Land Council compliance requirements in 2008-2009 and more recently assisted 9 smaller community housing providers with capacity building as the PARS accreditation scheme took hold in 2014- 2015.
  • Contract requirements review - All the Denigu associates have extensive experience in contract matters, particularly government funding agreements.
  • Desktop review - Our understanding is that many potential clients will need only limited support to make sure that they are on the right track. Denigu can offer remote support to these clients across the state as we have done in the past few years in submission preparation, transitioning and compliance.

Libby Darlison and Robin Miles, The Miller Group

Contact:
Libby: libby.d@themillergroup.com.au  |  0404 487 694
Robin: robin.m@themillergroup.com.au  |  0415 644 714
02 9698 8834  |  www.themillergroup.com.au
 
About:

The Miller Group is a Sydney based social policy and management consultancy that specialises in strategy and sector support. Our Team has supported a number of SHS services with Quality Assurance, policies and planning. We are able to able to support services to understand and provide the evidence required for both internal and external review requirements as set out in the practice requirements of the SHS Quality Assurance Framework. Throughout 2015 the Miller Group has continued to provide strategic advice and service improvement to the following SHS services:

  • St Vincent de Paul’s
  • Launchpad Youth Community
  • Supported Accommodation and Homelessness Services – Shoalhaven-Illawarra (SAHSSI)
  • NOVA Women’s and Children’s Service
  • Port Macquarie Domestic and Family Violence Support Service (D&FV SS)

In addition to the standard support services such as strategic and business planning, governance, change management etc., The Miller Group can also provide the following services:

  • Internal auditing – support for teams through guided self assessments and the development of action plans and evidence requirements against the SHS standards
  • Third Party Verification review – the team can audit services as the selected TPV
  • Organisational review – during the GHSH Reform period the Miller Group supported more than 15 SHS services across NSW with organisational review and successful tendering
  • Contract requirements review – the Miller Group has extensive experience in the provision of review of activity against the requirements of contracts
  • Desktop review – the team has provided QA and planning support to SHS services and reviewed and developed policies for Launchpad Youth Community, SAHSSI. Nova Women’s and Children’s Service, D&FV SS and Jenny’s Place.
Specialist skills
Robin Miles is a qualified organisational assessor for ISO 9001. She has a Certificate IV in Quality Management Assessment from the Australian Quality Council. Robin has conducted guided self assessments for the Open Training and Education Network (OTEN) and TAFE Coordination Services. She has also held positions in Quality Assurance and Quality and Review in TAFE NSW.
 

Lucy Burgmann, Elton Consulting

Contact:
02 9387 2600  |  elton.com.au
 
About:
Elton Consulting has extensive experience in organisational and program reviews, based on deep knowledge of diverse community and social services within the government and non-government sectors. In the context of changing regulatory and accountability requirements in the homelessness sector, we are ideally positioned to review the efficiency, effectiveness and quality of client service arrangements, governance practices, strategic risk management processes and organisational structures and systems. We provide trusted advice on performance assessment and benchmarking, and assist organisations to self-evaluate against recognised standards. We work with organisations to set and pursue strategic directions, and to manage change effectively, to ensure that they remain leaders in their field.
 

Laurel Draffen and Andrea Comastri, Matrix on Board Consulting

Contact:
02 9370 6200  |  www.matrixonboard.consulting
 
About:
The Matrix on Board Consulting (Matrix) team has a successful track record in supporting non-government organisations in a variety of sectors including housing, disability, family and community services, health, aged care, the arts and education. We work across all sectors but have strong experience with Specialist Homelessness Services. We work closely with our sister organisation, Accounting for Good.
We have extensive expertise in the following areas:
  • Organisational reviews
  • Board and program reviews and evaluations
  • Internal systems auditing
  • Development and review of policies and procedures
  • Strategic Planning facilitation and development
  • Supporting organisations in reviewing accreditation requirements
  • Facilitation of Third Party Verification and other quality accreditation requirements
  • Procurement and tender writing support
  • Development of Risk Management Plans
  • Governance capacity building for Boards and Management including workshops facilitation, development of tools and mentoring
  • Desktop reviews
  • Workshop facilitation

Mark Dybell, Charles Kendall Australia

Contact:
 
About:
Our Experience
Charles Kendall Australia (CKA) is a global consulting organisation and leader in end-to-end supply chain solutions, from procurement to transportation and delivery, and delivers tailored solutions to procurement and development projects by qualified practitioners and consultants.
 
Internal auditing
CKA have sound knowledge and understanding of all relevant government procurement policies and procedures. CKA can therefore provide an effective forensic review of the current procurement and supply chain management policies, processes and practices. Probity audit conducted by CKA consultants will ensure the processes implemented has been impartial, achieve verifiable transparency and accountability to withstand both internal and external stakeholders. CKA can also provide a capability assessment and training that will close the knowledge gaps for those who manage procurement and supply chain processes.
 
Organisational review
The procurement governance framework and organisational design should align with your organisations business strategy.  The procurement review will evaluate the suitability of the structure to meet procurement maturity against organizations’ benchmark and practices. Review and assessment of roles and responsibilities engaged in procurement with include organisations tender, quotations, and contract management comply with established policies, procedures and probity requirements.
 
Desktop Review
CKA will review and assess current practices, documentations to be released to the market, strategies, policies and guidelines identifying areas of concern or opportunity in procurement and supply chain management. The assessments will also include to ensure all due diligence and compliance to legal, regulatory and contract management requirements are followed throughout the procurement process. To add greater value to the organisation, CKA can correspondingly provide valuable recommendations and learning opportunities to be adapted for emerging procurement processes.
 

Mirella Di Genua

Contact:

digenua@optusnet.com.au  |  0422 599 075

About:

I have more than 20 years of management experience and consulting with government, the not for profit and the private sectors.  I will bring this wealth of experiences to your project or organisation as well as a commitment to ensuring that your key people are involved, so that there is ownership as well as a transfer of knowledge and skills. I was recently involved in the delivery of the training of managers and then service providers as part of the rollout of the Going Home Staying Home Reform. I have also held roles on NFB Boards and in management positions which provide an appreciation of the challenges you might face. I am a seasoned facilitator of business planning, organizational/project health checks; Stakeholder engagement and communication professional;  A qualified Change Manager and Mediator; a natural relationship builder: and a coach and mentor and passionate trainer.

Snapshot of experiences:

TPV reviewHave been involved in a few TPV reviews as a Board member of a NFP. I am aware of the requirements.

Organisational review – focused on organisational or project reviews or health checks

Facilitation of organisational readiness review re. NDIS, Ethnic Community Services Cooperative, (2015)

Facilitation of Integrated Case Management Review Workshop, Illawarra (10)

Facilitation of Rosemeadow Ambarvale Community Interagency (RACI) Planning Day (2013) and previous to this  Rosemeadow and Ambarvale Collaboration Workshop (2011)

Conducted yearly Business Planning processes for Ethnic Child Care Family and Community Services Co-operative (10 – 15)

Conducted visioning with Councillors, staff, agency stakeholders and community as part of Port Stephens’ Futures Project, Port Stephens Council (08-09)

Facilitated business planning between GHD and partners as a precursor to establishing MOUs (04-08)

Co-facilitated a two day team building and problem solving workshop for Sydney Water’s PSP Alliance (09)

Evaluation of Women Raising our Voices Project auspiced by the Network or Immigrant and Refugee Women of Australia Inc. (NIRWA) (10)

One day facilitation of team in program review for The Australian Immigrant and Refugee Women Alliance (AIRWA) funded by FaHCSIA and the Office for Women (February, 11)

Two day facilitation of team in the establishment of the Alliance – The Australian Immigrant and Refugee Women Alliance (AIRWA) funded by FaHCSIA and the Office for Women (10)

Facilitated the visioning for the group, developed the communication strategy to support the Forum’s activities and facilitated a number of employee focus groups –researching attitudes towards women in the workplace for GHD (08)

Has lead a number of internal policy and process changes in various government departments.

 

Contract requirements review -
I have worked as a consultant in a large private consulting firm together with having run my own consulting business over the last 7 years. The review of contract requirements has been something that I have had to undertake on a daily basis as part of tender preparations. I currently work in a part time capacity in a NFP organisation where reviews of contracts form part of my Executive Director’s duties. I have an excellent attention to detail and am comfortable in negotiating contracts if required.

A more detailed capability statement with a listing of projects can be provided upon request. 
 

Dr Pat Johnson, Crystal Phoenix

Contact:
crystalphoenix@optusnet.com.au  |  0411 119 921
 
About:
Internal auditing
  • Conducted internal auditing of governance systems, case management plans and internal/external risk assessment and management plans to support a best practice approach for SHS.
Organisational reviews
  • Worked with funded services for more than 20 years and  has conducted more than 40 organisational reviews including those with SHS pre and post the GHSH Reform
  • Organisational reviews have been conducted on site with Board/Management Committees, staff and client groups with the process and  evidenced based outcomes documented to inform continuous quality improvement and the preparation of a three year Strategic/Business Plan. 
  • Reviews have been conducted against the industry standards and practice requirements inclusive of SHS Standards, NSW Disability Standards, CS Good Practice Guidelines, Home Care  Common Standards.
  • Accredited Reviewer, Quality Management Services
  • Comprehensive understanding of the Specialist Homelessness Services, the needs of their population groups along with SHS Standards and 2014 SHS Practice Guidelines. 
  • Works in a professional and respectful manner with SHS to maximise their processes and outcomes for their targeted populations along with collaborative community partnerships  and effective governance systems.
Contract requirements review
  • Supported Board/Management Committees and senior staff in SHS to review their contract requirements to facilitate compliance with their contracts. 
  • Written more than 30 policies and procedures manuals including forms to support effective implementation along with change management plans and organisational support.

Rachael Gavarotto, Responsive Consulting

Contact:
rachaelgav@hotmail.com  |  0423 166 337
                                
About:
Rachael oversees the overall functionality of NFP organisations by providing a high level of expertise in a manner consistent with relevant constitution, policies and procedures, funding agreements and strategic plan.
 
TPV review
  • Quality Innovation Performance assessor desktop reviews for National Disability Standards with community transport and ATSI community services
Organisational review
  • Consolidation and deployment of Emergency Relief Policy and Procedure Manuals (2012/13)
  • Emergency Relief Volunteer Training Manuals (2012/13) and training days
  • Internal policy and procedure development across whole of community NFP organisations against NDS standards on criteria including governance, service access/provision, to client and staff rights and safety
  • Internal policy and procedure review across whole of community NFP organisations against Quality Improvement Council standards on criteria including building quality organisations (governance), quality service provision, and sustaining quality external relationships
  • Specialist areas of policy, procedure and practice development include privacy and confidentiality, staff supervision and performance review, service access, stakeholder engagement, and feedback and complaints across community care sector
Contract requirements review
  • Project Manage “Re-classification of Modern Awards” focus on Children’s Services Award 2010; Social, Community, Home Care and Disability Services Industry Award 2010; and NSW Health Service Health Professionals (State) Award
  • Facilitate partnerships with research partners, universities, NSW Department of Education and Training, local, state and federal government, other NFP organisations, and private enterprise
Contract management and review
  • Department of Social Services (Communities for Children); NSW Department of Education and Training (includes Preschool Investment Reform Plan capital funding); Bankstown City Council; NSW Department of Family and Community Services (including Aboriginal Child, Youth and Family Strategy – ACYFS); NSW Clubs; Connect Children and Family Services; Chester Hill State Primary School; Yagoona State Primary School; Scanlon Foundation; The Smith Family; FaHCISA; Public Interest Advocacy Centre; Department of Premier and Cabinet; Home Power Savings Program; Electricity and Water Ombudsman of NSW ; Minister for Resources and Energy.
Desktop review
  • QIC assessor desktop reviews for NDS and QIC Standards
  • Project managed organisational enhancements for Total Quality Framework under DisabilityCare 2014; include manage NDS working party; and Third Party Verification with NFP organisation.

Ray Bennett, Com Management

Contact:
 
About:
Ray Bennett has been consulting with Community Sector organisations for over two decades. His work includes the successful development of Quality Management systems to meet QA standards such as ISO 9001, National and NSW Disability Services, Health and Home Care. Ray’s experience also includes working with Homelessness peaks and individual SHS services. Ray has the experience and resources to ensure support for SHS services in the development and improvement of cost-effective SHS Quality Management systems. Ray also has experience in organisation reviews, facilitating the development of and improving SHS QA systems, internal audits, QA assessments and Third Party Audits. Ray is the Director of Com Management and Intra Business Information & Training Pty Ltd.  He is the editor and major contributor to Australian Community Management magazine and weekly management updates. He has written a number of books and numerous articles and lectured at UTS and Sydney University.
 

Ross Beaton, Vivien Tait and Amanda Niciak, Ross Beaton Consulting

Contact:
 
About:
Ross Beaton Consulting provides advice and services to government and community organisations regarding strategy, program design, implementation, review, policy, management, research, evaluation and stakeholder engagement. We have a strong understanding of SHS services and the wider sector having delivered significant projects in relation to HYAP, GHSH and the Social Housing Discussion Paper.
 
We have conducted audits of client files and organisational audits for the purposes of accreditation and quality improvement in different fields. We have extensive experience in conducting organisational reviews and providing advice to improve the quality of services, manage risks, position for expected changes, strengthen systems, and develop the frameworks and infrastructure for measuring outcomes. This has included NGOs with a range of service types including for accommodation, OOHC, domestic and family violence, employment, child protection, culturally diverse communities, family services, Indigenous communities and youth services. Our work has included assisting organisations respond to reports from formal oversight and accreditation bodies.
 
We are experienced at research, analysis and writing and we deliver high quality desktop reviews of quality frameworks. We are willing to provide third party verification. We frequently support organisations in their strategic planning.
 
We have worked with the NSW Government to develop updated contracting in the human service and justice fields. We have experience from both the government and non-government sides of contracting, including as government managers of contracts and as senior internal NGO overseers of systems for compliance and quality. We have applied this experience to review contract requirements and make recommendations to organisations. 
 

Sue Cripps, SC Consulting Group

Contact:
 
About:
  • I have managed and led preparation for quality reviews in the disability, health and mental health service systems taking leadership responsibility for assessing internal systems and practice, preparing for accreditation.
  • I have extensive experience working in and supporting non-government organisations and have supported SHS to review policies, procedures and practice to support quality service delivery.
  • Organisational reviews have been conducted on site with Board/Management Committees, staff and client groups with the process and evidenced based outcomes documented to inform continuous quality improvement and the preparation of Strategic/Business Plans.
  • I am skilled at preparing for desktop reviews, building an evidence base to evidence quality service delivery.

Understanding of SHS reform

  • I have a thorough knowledge of and experience working in the SHS sector that informs my approach to implementation of SHS standards and quality system development.

Back to top


Susie Dunn and Robyn Condon, Strategy to Action  

Contact:
Susie: susie@strategy2action.com.au  |  0438 375 252
Robyn: robyn@strategy2action.com.au  |  0429 848 765  
 
About:
  • Specialist community services consultants with experience in internal auditing against:
                - Specialist Homelessness Services Standards
                - ISO 9001
                - Home Care Standards
                - National Disability Services Standards
                - NSW Good Practice Guidelines;
  • Certified Lead Auditors with experience in third party verification against the above standards;
  • Specialists in policy development including Client Charter;
  • Assistance in preparation for desk top review, including collation of evidence and documents;
  • Preparation for and facilitation of self-assessments;
  • Strategic Planning;
  • Development of detailed Action Plans based on self assessments and/or outcomes of third party verification;
  • Development of Risk Management Action plan;
  • Development of complaints and feedback system, leading to a Continuous Improvement Plan and Register;
  • Preparation and collation of documents for Management Review Meetings;
  • Development of policies and procedures to comply with contractual obligations;
  • Experts in governance requirements and working with Boards, or Management Committees;
  • Experience in completing organisational reviews of operations and procedures;
  • Expert in quality management system development;
  • Extensive experience in contract compliance reviews.

Zed Tintor

Contact:
 
About:
Internal Auditing
I have provided expertise and assistance to non-government organisations in the accreditation process to the following Regulators:
  • NSW Community Housing Registration
  • National Safety and Quality Health Services (NSQHS) Standards
  • NSW Ombudsman Investigations
 
Third Party Verification
I am currently registered as an Assessor with Quality Innovation Performance (QIP). QIP is a certification and accreditation organisation committed to supporting health and community services to manage risk and quality systems.
 
Organisational Review
I have extensive experience working in Specialist Homelessness Services and have undertaken the following reviews:
  • Performance Monitoring Framework
  • Performance Improvement Plans
  • Strategic Planning
  • Policy and Procedure Reviews
  • Work Health & Safety Reviews
 
Contract Requirements Review
I have extensive experience in managing Program Level Agreements and developing efficient systems in the following performance areas:
  • service delivery  systems are consistent with program guidelines and service delivery schedule
  • data collection accurately reflects service delivery and outcomes
  • effective administration of Funding Deed and other probity standards
  • developing systems to support strengths-based partnerships
  • effective governance practices to ensure compliance with legal requirements
 
Desktop Review
Excellent skills in self - assessment and mobilising services to gather relevant information for funding bodies to assess performance and demonstrate compliance with accountability standards. In 2015, I reviewed the policies and procedures of:
  • Manly Warringah Women’s Resource Centre
  • Stepping Out Housing Program
A key deliverable of these reviews was to align the organisations policies and procedures to reflect the SHS Quality Assurance Standards and the SHS Practice Guidelines.