Customised Employment Quality Assurance Framework
Integrating ACRE Competencies, CEOFECT, and the Discovery Experience Reflection Scale (DERS).

The Customised Employment (CE) Quality Assurance Framework© is a unique amalgamation of international best practice standards, designed to ensure the delivery of high-quality, person-centred customised employment support. Developed by CDERP and international research partners, it is grounded in the ACRE competencies for practitioners, the CEOFECT© organisational fidelity tool, and the Discovery Experience Reflection Scale (DERS)©. This integrated framework stands out in its ability to support providers, practitioners, and policymakers in ensuring effective, sustainable employment outcomes for people with disability.

Customised Employment is a flexible and individualised approach to employment that recognises every person’s capacity to work. It requires a departure from traditional employment services toward practices that build on each individual’s interests, strengths, and needs. With increasing global attention on rights-based approaches to employment (as reflected in Article 27 of the UN Convention on the Rights of Persons with Disabilities and Sustainable Development Goal 8), the need for quality frameworks to guide implementation is both timely and essential.

This framework also aligns strongly with the principles and practice expectations of the National Disability Insurance Scheme (NDIS). Its focus on person-centred planning, participant choice and control, and measurable employment outcomes ensures it is well-suited to providers operating within the NDIS ecosystem. By embedding quality and accountability in Discovery and employment support services, the framework enhances compliance with NDIS Practice Standards and elevates service delivery to meet participant goals in line with NDIS funding objectives.

Foundational Principles

The following principles underpin this framework:

• A person-centred and strengths-based approach that affirms the capability of all individuals to contribute through work.
• A presumption of employability that asserts all individuals, regardless of disability, can participate in open employment with the right support.
• Rights-based alignment with Article 27 of the UNCRPD and SDG 8 promoting decent work for all.
• A commitment to informed choice, self-determination, and inclusive employment.
• Practical alignment with the NDIS focus on capacity-building and achievement of participant-led employment goals.

Domains of Quality

The Customised Employment Quality Assurance Framework (CEQAF) is organised into three primary domains: organisational readiness and support, practitioner competence, and fidelity to the Discovery process.

A. Organisational Readiness and Support (CEOFECT)©

The CEOFECT (Customised Employment Organisational Fidelity and Effectiveness Checklist Tool) provides the structure for evaluating organisational capacity to implement CE with fidelity. Key indicators include:

• Leadership and Philosophy: A clearly articulated commitment to CE principles embedded in organisational mission and strategic goals.
• Staffing and Supervision: Systems that ensure practitioners are recruited, trained, and supported to deliver CE services.
• Policy and Practice Alignment: Organisational policies and procedures that reflect the person-centred, flexible, and creative nature of CE.
• Data Systems: Mechanisms for tracking CE activities, outcomes, and continuous improvement.
• Resources: Allocation of time, funding, and personnel to support Discovery, job development, and follow-up.
• Quality Improvement: Regular use of fidelity tools and feedback systems to monitor practice and drive enhancements.

B. Practitioner Competence (ACRE Competencies)

Practitioners play a central role in delivering CE with fidelity. Working with ACRE (Association of Community Rehabilitation Educators), CDERP developed training that recognises Australia’s unique setting and systems. These externally validated competencies provide a foundation for practitioner capability, encompassing:

• Core Knowledge:
  • Disability employment legislation and human rights frameworks
  • Theoretical and applied understanding of CE and supported employment
  • Cultural responsiveness and ethical practice
• Practical Skills:
  • Discovery planning, observation, and information gathering
  • Developing vocational profiles and identifying vocational themes
  • Systematic instruction and skill development
  • Job development techniques, including employer engagement and negotiation
  • Use of customised job descriptions and employment proposals
• Professional Development:
  • Credentialing through recognised training bodies
  • Ongoing supervision, reflective practice, and learning opportunities

C. Reflection and Experience of Discovery (Discovery Experience Reflection Scale – DERS) ©

The Discovery Experience Reflection Scale (DERS) © is a client-focused tool that captures how the Discovery process is experienced by the person with disability and those supporting them. Unlike traditional fidelity measures that assess practitioner compliance with process steps, the DERS offers a structured way to understand the emotional, relational, and participatory quality of the Discovery journey from the perspective of the individual.

This reflective tool ensures that Discovery is not only implemented correctly but also felt as authentic, inclusive, and personally meaningful. The scale supports continuous improvement by highlighting how individuals experience each stage of Discovery, with particular attention to whether the process fosters trust, insight, and a clear sense of personal direction.

Key elements of the DERS include:

• Relational Engagement
  Participants report feeling seen, heard, and valued. Discovery activities are grounded in respectful, trusting relationships where the person’s preferences are central to all decision making.
• Personal Meaning and Identity
  The process helps participants gain greater clarity about their own strengths, interests, and goals. Discovery is experienced as a journey of personal affirmation rather than a system driven assessment.
• Inclusion in Context
  Discovery takes place in natural, real world environments that reflect where the person lives, connects, and belongs. There is a clear absence of artificial or service driven contexts.
• Supporter Involvement
  Family members, peers, and allies feel welcomed and included in the process. Their insights are acknowledged and woven into the understanding of the participant’s vocational direction.
• Clarity of Outcomes
  Participants finish Discovery with a strong sense of next steps and the types of work that are meaningful and suitable for them. The resulting profile resonates with their lived experience and feels achievable.

By centring the lived experience of Discovery participants, the DERS encourages services to uphold the values of choice, dignity, and purpose. It invites continuous reflection on whether Discovery is more than a process, it is a transformative experience for the individual.

Implementation Components

The framework supports a systematic approach to CE implementation, broken into key components:

• Discovery: A structured, qualitative process guided by the DERS to ensure authenticity, incorporating community mapping, informal observation, and interviews.
• Vocational Profiling and Planning: Translating Discovery insights into practical vocational themes and employment conditions.
• Job Development: Using relational, strength-based engagement with employers to build customised roles that reflect the participant’s contributions.
• Post-Employment Support: Providing individualised follow-up to ensure ongoing success, skill development, and reliance on natural supports.

Quality Assurance and Continuous Improvement

To support quality practice, the framework promotes a cycle of evaluation, reflection, and improvement:

• Use of the CEOFECT tool for organisational self-assessment and third-party review
• Case reviews and participant feedback using the DERS
• Performance appraisals for CE practitioners based on ACRE aligned competencies
• Outcome tracking, including employment rates, job retention, and satisfaction levels

These activities provide critical data and accountability in line with the NDIS Quality and Safeguards Commission’s expectations for outcome focused, participant led service delivery.

Governance and Accountability

The framework encourages transparent reporting and accountability through:

• Documentation and reporting aligned with regulatory and funding requirements
• Clear indicators of quality for stakeholders
• Governance structures that uphold person centred and outcomes focused practices
• Strategic fit with the NDIS Quality Indicators and Practice Standards across employment related support outcomes

Continuous Improvement Cycle

Quality in Customised Employment is an evolving practice. This framework supports:

• Annual reviews using DERS and organisational fidelity tools
• Identification of strengths and opportunities for growth
• Targeted learning and reflective supervision
• Procedural updates to remain aligned with evolving best practice and NDIS updates

Conclusion

The Customised Employment Quality Assurance Framework (CEQAF) offers an integrated model that aligns practitioner competence (ACRE), organisational fidelity (CEOFECT), and participant experience (DERS) to deliver Customised Employment with integrity and effectiveness.

As service systems transition toward rights based, person driven models, this framework provides a practical, evidence informed pathway to embed quality into CE practice. Whether working within NDIS, DES, ILC, or other contexts, CEQAF affirms that quality and fidelity are continuous pursuits, essential to achieving equitable employment for all. Its alignment with the NDIS reinforces the role of Customised Employment as a legitimate and fundable pathway to meaningful employment outcomes for participants.

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