Review and Update Policies and Procedures
The service unit should review and update the documented policies and procedures describing how it will approach key service delivery issues.

Operations and Activities Records
The service unit maintains accurate and current records of service operations and activities.

Roles and Responsibilities
The roles and responsibilities of all staff, managers, the Management Committee and/or the Board or other decision-making bodies should be clearly defined.

Human Resource
The service unit/agency implements effective staff recruitment, contracting, development, training, assessment, deployment and disciplinary practices.

Plans, Reviews and Evaluates
The service unit regularly plans, reviews and evaluates its own performance, and has an effective mechanism by which service users, staff and other interested parties can provide feedback on its performance.

Financial Management
The service unit implements policies and procedures to ensure effective financial management.

Legal Obligations
The service unit complies with all relevant legal obligations.

Safe Physical Environment
The service unit takes all reasonable steps to ensure that it provides a safe physical environment for its staff and service users.

Enter and Leave the Service
The service unit ensures that service users have clear and accurate information about how to enter and leave the service.

Assess Services Users' Needs
The service unit has a planned approach to assessing and meeting service users' needs (whether the service user is an individual, family, group or community).

Informed Choices
The service unit respects the service users' right to make informed choices of the service they receive as far as practicable.

Private Property
The service unit respects the service users' rights in relation to private property.

Privacy and Confidentiality
The service unit respects the service users' rights for privacy and confidentiality.

Complaints
Each service user and staff member is free to raise and have addressed, without fear of retribution, any complaints he or she may have regarding the agency or the service unit.