The Aruma Way is our quality framework and our promise to every person that we support.
Your Way, the Safe Way, the Right Way, Together
The Aruma Way is our quality promise to every person that we support to always deliver services Your Way, the Safe Way, the Right Way, Together.
The Aruma Way was developed in consultation with the people we support, our staff and the board. It is part of our DNA as a human rights focused organisation. It’s embedded in everything we do, and what we hold ourselves accountable to.
The Framework and quality goals were inspired by the Victorian Clinical Governance Framework (2017)[1] and Community Services Quality Governance Framework (2018)[2] which together describe high quality support and services as Individual, Safe, Effective and Connected.
The Aruma Way quality goals
The Aruma Way Quality Framework consists of our quality goals which express what we’re collectively striving to achieve.
How we measure the Aruma Way
The promise Aruma has made to its participants and future customers is to deliver supports Your Way, the Safe Way, the Right Way and Together. To fulfil this promise, Aruma has defined how to honour these promises and has committed to reporting publicly on how well it is achieving each of these pledges.
We have established quality goal indicators to measure progress towards each of the four Aruma Way Goals. These indicators come from the ‘Participant Experience Survey’ and they include:
Your Way statements
Key: Result indicates the percentage of participants who selected ‘Mostly’ or ‘Always’.
My ideas and concerns are listened to by Aruma staff. Concerns are things that worry you.
- 88%Q4 FY25
- 87%Q4 FY24
At Aruma, I have choice and control in what I do every day. This means that our staff listen to you. You make your own decisions. We do things your way.
- 89%Q4 FY25
- 89%Q4 FY24
‘The Safe Way’ statement
Key: Result indicates the percentage of participants who selected ‘Mostly’ or ‘Always’.
I feel safe at Aruma. This means no one hurts you. Aruma staff treat you well.
- 95%Q4 FY25
- 95%Q4 FY24
‘The Right Way’ statements
Key: Result indicates the percentage of participants who selected ‘Agree’ or ‘Strongly Agree’.
They help me achieve my goals.
- 93%Q4 FY25
- 93%Q4 FY24
They have the skills to support me.
- 92%Q4 FY25
- 93%Q4 FY24
‘Together’ statement
Key: Result indicates the percentage of participants who selected ‘Agree’ or ‘Strongly Agree’.
Aruma staff work well with all of the people who support me. This means everyone works together.
- 93%Q4 FY25
- 92%Q4 FY24
In the year ahead, Aruma will move to adopt quarterly reporting of performance against the Aruma Way quality goals on this page, and use its advocacy voice to seek a national disability support quality reporting system.
[1] Safer Support Victoria. (2017). Delivering high-quality health support, Victorian Clinical Governance Framework. SCV Clinical Governance Framework.pdf (safersupport.vic.gov.au)
[2] Victoria State Government. (2018). Community Services Quality Governance Framework. Department of Families Fairness and Housing Victoria | Community services quality governance framework (dffh.vic.gov.au)
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Aruma Way stories
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Tee time for Grant
Toowoomba participant, Grant has picked up a new hobby and his team can’t keep him off the green.
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Back to the sea
The Safe Way brings QLD participant back to the sea for the first time since childhood.
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George’s big day out
A little extra planning for an enjoyable and memorable outing, it’s The Safe Way.
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Supporting mental health and wellbeing through uncertain times
The Safe Way means keeping everyone safe from harm. That includes physical safety, emotional wellbeing, and creating a psychologically safe environment.
Our promise
The Aruma Way
The Aruma Way puts you at the centre. It means support that is safe, effective, and built around your goals. Here is what our participants have to say about how it works for them. Find out more about Our Aruma Way Promise.
“Aruma staff work well with all the people who support me. This means everyone works together. “
“It’s all about me and the respect that this is my house, my property, my rules. It’s promoting my independence because that’s what I want. “
“I feel safe in my home, and I know I can speak up if I need to. “
“At Aruma, I feel like I’m part of something bigger – they listen, understand, and help me grow in my own way. “
“A good support worker asks me what I want to do and involves me in every decision about how I live my life. They help me to do things, but they don’t do things for me. “
“To me, the Safe Way means the person supporting me is a person that cares, a person that is friendly, a person that I’m comfortable being around and opening up to. “
