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									                     Seniors Support Initiative
                 Program Owner – Office for Seniors
This document is for use by departmental staff to inform negotiation of Service Agreements within
 this initiative and provide consistent information regarding what the department intends to fund
                                          under this initiative
Program Areas: Please refer to the Guide to completing Initiative Specifications for instructions to
                       assist with developing the Initiative Specification
Please note: instructions to contract managers completing the Service Agreement (Part C) –
Specifications for Community and Homelessness Services - are provided in this initiative
specification document in italicised bold red text. These instructions are not to be copied into
service agreements.
Further guidance for contract managers is provided in the Guide to Completing Service
Agreement (Part C) – Specifications for Community and Homelessness Services.
Program areas are available to assist you during the drafting of service agreements.



 Contract Type                   Determining Output & Performance             Reporting Due Dates
                                 Reporting Frequency
 Use the Service Agreement       Frequency to be determined by contract       Quarterly
 (Part C), Specifications for    manager based on assessed risk.              Qtr 1: Jul – Sep
 Community and Homelessness
                                      NB: Outputs implementation              Qtr 2: Oct – Dec
 Services
                                      prescribes quarterly reporting          Qtr 3: Jan - Mar
                                      requirements for the first 12 months.   Qtr 4: Apr – Jun
                                      Refer to Additional Conditions
                                                                              By the 28th day of the month
                                                                              following the end of the quarter
                                                                              Annually
                                                                                         th
                                                                              By the 28 day of July each year




Services
Insert the description of services section below directly into item 3.1 of the Service Agreement
(Part C). Tailor sections where applicable for individual services.


Description of Services
Purpose of Funding Statement
The purpose of services funded under the Seniors Support Initiative is to support seniors, including
grandparents raising their grandchildren, to be safe, independent, involved and informed members of the
community and to provide seniors who are at risk of elder abuse or financial exploitation with the support
they need to enhance their safety, security and wellbeing.

Service Delivery Model
Insert only the relevant Service Delivery Model from the three listed below.
Seniors Helpline Services
The elements below must be included in all Service Agreements for this Initiative.
The Elder Abuse helpline will provide information, support and referral for older people experiencing
abuse or anyone witnessing the abuse of an older person through a state-wide telephone line and
website. Helpline staff will be trained in telephone counselling.

Information, training and resources will be provided to agencies, workers and students to increase their
skills and knowledge in recognising elder abuse and understanding appropriate interventions. As part of
the support provided to agencies a Peer Support Network will assist, resource and support workers in
rural and remote locations to respond to elder abuse.

Community education and awareness activities will be provided around World Elder Abuse Awareness
Day, presentations to older people's groups, information sessions to agencies such as health or legal
practitioners and participation in forums relating to elder abuse.

The elements below must be included in all Service Agreements for this Initiative.
The Information helpline will provide a personalised statewide telephone service and website providing
information, support and referral to Queensland seniors, their family, friends, grandparents and carers
with access to information on topics of interest to seniors including concessions, Seniors Week, social
activities, household assistance, retirement accommodation, financial and legal matters, health, education
and transport. Helpline staff will be trained in telephone counselling.

Community education such as newsletters and information sessions will be provided which gives
information to agencies, seniors and the general public on community services, items of interest and
events relevant to seniors.

Seniors Legal and Support Services
The elements below must be included in all Service Agreements for this Initiative.
The Seniors Legal and Support Services will provide older people who are at risk of and/or experiencing
elder abuse or financial exploitation with legal and/or social work support services which are responsive
and tailored to their needs.

The service will be staffed by a mix of solicitors and social workers, with assistance being provided within
a multidisciplinary framework. This multi-disciplinary approach of legal and/or social work assistance will
help in promoting a tailored and holistic response to the needs of older people at risk of elder abuse or
financial exploitation.

A mix of centre-based and flexible outreach support will be provided so that vulnerable clients can access
assistance via centre-based appointments, telephone support, home-visits or outreach to other safe
locations. Outreach services may also be provided where outreach is defined as the delivery of a
centre-based service from a facility in another town. All interventions will seek to promote the
independence, safety and security of vulnerable seniors by assisting them to identify and act to protect
their rights and to minimise the risk of further harm.

The service will provide general service information and referrals, legal information and advice, financial
information and referrals*; complex case work including individual advocacy, crisis or short-term
counselling*, needs assessment and management of support plans, court support and legal
representation* to clients; and community education.

*Note: Financial information and referrals includes the provision of information about protective asset
management strategies to prevent financial abuse; and the provision of referrals to specialist services for
further financial advice or support.

Crisis counselling or short-term counselling includes activities that help people to assess their
circumstances and relationships, and to make choices, decisions and plans for the future. It is expected
that counselling will be provided on a short-term basis and that clients will be referred to other support
services where there is a need for longer-term counselling. Crisis or short-term counselling will occur
within agreed operating hours.

Limited court support and legal representation will be provided in accordance with casework guidelines.

The service will provide community education to seniors, service providers and the general public which
provides them with information about the prevention of elder abuse and financial exploitation and
avenues for seeking assistance.

Examples of community education and awareness activities will include World Elder Abuse Awareness
Day, presentations to older people's groups, information sessions to agencies such as health or legal
practitioners and participation in forums relating to elder abuse or financial exploitation.

The service will maintain links with key stakeholders on issues relating to seniors in the local community
through networking meetings or a local reference group.

The following paragraph applies to Service 511117 only
The Brisbane service provides support to the other services through regular teleconferences to assist in
developing specialist legal expertise and best practice frameworks across the multidisciplinary teams. The
service also coordinates one professional development and networking event each year attended by staff
from all the services.

Grandparents Support Services
The elements below must be included in all Service Agreements for this Initiative.
The Grandparents Support Services will provide information, respite and support for grandparents
particularly those raising their grandchildren.

Information and referrals will be provided for grandparents through a central telephone entry point and the
Grandparent Information Line website.

The service will assist in reducing the risk of carer burnout and financial hardship faced by many
grandparents through the provision of low or no cost recreational activities for the grandchildren.

Recreational activities will be provided using a brokerage arrangement with organisations in a range of
locations throughout Queensland.

The service will provide eligible clients with access to free Grandfamily support and respite camps for
grandparents and their grandchildren and/or activities for Indigenous and Culturally and Linguistically
Diverse grandparents and their grandchildren. These camps aim to enhance grandparents’ ability to cope
with the challenges of raising their grandchildren and include information sessions on topics such as
financial assistance, group and individual counselling provided by clinical psychologists as well as links to
support networks and services in their local communities. Qualified outdoor education instructors provide
activities for grandchildren. Grandfamily camps will be provided in a range of locations throughout
Queensland.

Community education will be provided which raises awareness in agencies, grandparents, seniors and
the general public on the issues faced by grandparents raising grandchildren. Examples of community
education and awareness activities will include newsletters, information sessions and presentations
including information on grandparent support groups, community services that may be able to provide
assistance and events such as Grandparents Day which recognises the contribution of grandparents to
the community.

Local-level Service Elements
<Insert additional local service elements>

Service Setting
Insert only the relevant Service Setting from the three listed below.
Seniors Helpline Services only:
S1.3.01 Telephone
S1.2.01 Non-residential centre-based community services setting
Seniors Legal and Support Services
S1.2.01 Non-residential centre-based community services setting
Grandparents Support Services only:
S1.3.01 Telephone
S1.2.09 General community infrastructure facility

Exclusions
For contract development purposes - do not copy into the Service Agreement
Seniors Legal and Support Services are not funded to provide financial advice or assist in preparing wills,
advising on real estate, financial or investment planning.

Table A - Activities a service may undertake to deliver the funded output/s:
Table A lists all outputs and activities that are to be delivered under the initiative. Where the
initiative is delivered by more than one service, it is possible that an individual service may not
undertake all outputs and activities listed in Table A.
Please refer to the program record or consult with the Program Area when inserting Table A into
Item 3.1 of the Service Agreement (Part C), particularly if deleting rows of outputs and/or activities
that are not relevant for the individual funded service.

 Funded Output/s                     Activities
Seniors Helpline Services
AO1.1.06 General service             General service availability information, advice and referral
availability information, advice and Provision of training and training resources( Elder abuse helpline only)
referral
                                     Community education
Seniors Legal and Support Services
AO1.2.02 Needs assessment and General service availability information, advice and referral
management of case/service           Consumer and legal information, advice and referral
plans
                                     Financial information and referral
                                     Individual advocacy
                                     Needs assessment and management of case/service plans
                                     Counselling other
                                     Community education
                                    Coordination /network development (service 511117 only)
Grandparents Support Services
AO1.3.02 Recreation/leisure   General service availability information, advice and referral
                              Recreation/leisure
                              Counselling other
                              Community education

Insert the funding area below directly into item 3.2 of the Service Agreement (Part C).
Funding Area
Program Domain: Seniors Participation and Support
Initiative: Seniors Support
Insert the target group/service users information below directly into item 3.3 of the Service
Agreement (Part C).

Target Group/ Service Users
Choose the relevant target group from the three (3) following. Service users can be copied into
each agreement, if applicable.

Target group is seniors (people who are aged 60 years or older).
Target group is seniors at risk of and/or experiencing elder abuse or financial exploitation or a nominated
representative
Target group is grandparents.

Service users may include:
   seniors.
   seniors at risk of and/or experiencing elder abuse or financial exploitation or a nominated
     representative;
   grandparents and grandchildren
   family members, informal caregivers or other people in relationships of trust; and
   service providers working with older people.




Funded Outputs, Performance Measurement and
Reporting

Funded Outputs and Reporting
Insert the negotiated output quantity for each output, from the Program Record (Regional Sheet)
into Table B.
Insert Table B into Item 6.1 of the Service Agreement (Part C), deleting the rows of outputs that are
not undertaken by the individual funded service, where applicable.

Insert the Reporting Frequency and Due Dates after referring to the instruction on the first page of
the Initiative Specification.

Table B - Output Funding and Reporting

 Funded Output           Output Description               Output     Quantity to be     Number of
                                                          Measure    delivered per      clients
                                                                     annum

 Seniors Helpline Services
 A01.1.06 General        Providing information, advice    Hours      <insert            <insert target
 service availability,   or referral about any specific              negotiated         number of
 information, advice     services available to the                   output quantity>   clients>
 and referral            general public and/or to
                         specific groups.                                               OR insert text
                                                                                        <Report on
                                                                                        number of
                                                                                        clients (distinct
                                                                                        individuals) who
                                                                                        received a
                                                                                        service against
                                                                                        this output>
 Seniors Legal and Support

 A01.2.02 Needs          Activities of assessment of      Hours      <insert            <insert target
 assessment and          service needs, development                  negotiated         number of
 management of           and monitoring of service                   output quantity>   clients>
 case/service plans      plans, ongoing case
                         management and                                                 OR insert text
                         coordination of voluntary,                                     <Report on
                         individualised service                                         number of
                         packages, and professional                                     clients (distinct
                         support in accessing and                                       individuals) who
                         using general community                                        received a
                         services.                                                      service against
                                                                                        this output>
 Grandparents Support

 AO1.3.02                Providing club activities,       Hours      <insert            <insert target
 Recreation/leisure      excursions, recreational                    negotiated         number of
                         camping, other holidays, and                output quantity>   clients>
                         structured craft and hobby
                         courses, for the purpose of                                    OR insert text
                         supporting personal and                                        <Report on
                         social functioning.                                            number of
                                                                                        clients (distinct
                                                                                        individuals) who
                                                                                        received a
                                                                                        service against
                                                                                        this output>
 Reporting Frequency:               Due Date:
 <insert frequency>                 <insert due date>




Performance Measurement and Reporting
Insert Table C into Item 6.2 of the Service Agreement (Part C), deleting the rows of performance
measures that are not relevant for the individual funded service, if applicable.


Table C - Performance Measures and Reporting

Code              Performance Measure
Seniors Helpline Services

GM01              Number of occasions that information advice and referral services were provided (not provided
                  elsewhere)
GM11              Number of occasions that service support and development activities were undertaken


GM12              Number of occasions that community/group development and support activities were undertaken


IS63              Provision of up to 3 brief case studies that demonstrate client experiences and outcomes in the
                  format provided.
Seniors Legal and Support

GM01              Number of occasions that information advice and referral services were provided (not provided
                  elsewhere)
IS11              Has the quarterly service activity report been submitted (Yes/No) please attach


IS63              Provision of up to 3 brief case studies that demonstrate client experiences and outcomes in the
                  format provided.
IS35              Number of clients identifying as Aboriginal and Torres Strait Islander.


IS39              Number of clients identifying as being from Culturally and Linguistically Diverse backgrounds.


IS64              Provision of a report on service support and development and support activities in the specified
                  format: Yes/No * Service 511117 ONLY
Grandparents Support

IS70              Provision of a report as outlined in the Service Agreement.


IS35              Number of clients identifying as Aboriginal and Torres Strait Islander.


IS39              Number of clients identifying as being from Culturally and Linguistically Diverse backgrounds.


All services

GM16              What significant achievements or factors have impacted on the quality of service delivery
                    during the reporting period?
Efficiency will be measured where output/ performance data relating to hours or occasions of service is
available. The measure will be calculated by the department using the total amount of funding divided by the
number of hours or occasions of service.
Reporting Frequency:                                 Due Date:
<insert frequency>                                   <insert due date>




Counting Rules
Insert Table D and Table E below into Attachment 2 of the Service Agreement (Part C), deleting the
rows of outputs (from Table D) and performance measures (from Table E) that are not relevant for
the individual funded service, if applicable.

Counting Rules for Outputs
Table D – Counting Rules for Outputs

 Funded Output           Output            Counting Rule                 Examples
                         Measure
 General service         Hours             Count time spent working      One worker spends 15 minutes
 availability,                             directly with and/or on       speaking to a client and a further 30
 information, advice                       behalf of clients in          minutes researching information about
 and referral                              relation to the Output        the client’s query and ringing the client
                                           Activities listed in          back. Count as 45 minutes.
                                           Table A in 3.1 of the
                                           Service Agreement.            One worker spends one hour recording
                                                                         client information. Count as one hour.
                                           (see coloured table below
                                           for inclusions/exclusions)    Two workers spend one hour planning
                                                                         and preparing material for an
                                                                         information session with seniors. Count
                                                                         as two hours.

                                                                         A worker spends 30 minutes on the
                                                                         phone with a worker from another
                                                                         service discussing a client’s problem
                                                                         and making a referral. Count as 30
                                                                         minutes.

                                                                         A worker spends 15 minutes
                                                                         responding to an email asking for
                                                                         information. Count as 15 minutes.
                         Clients           The number of individuals     A person receives an assessment for
                                           provided with a service in    entry to a service but is deemed not
                                           each reporting period.        suitable. Count as one client.

                                                                         A person emails on behalf of their friend
                                                                         asking for advice. Count as one client.
                                                                         Do not count those who are not directly
                                                            engaged and provided with support
                                                            either in person or by telephone/email.

                                                            A worker travels to another service
                                                            outlet to provide information/training
                                                            sessions with service providers. Do
                                                            not count travel time as part of output
                                                            hours.

                                                            Do not count hits on a website

                                                            Do not count occasions.
Needs assessment     Hours     Count time spent working     A worker is preparing file notes and
and management of              directly with and/or on      arranging referrals for one hour. Count
case/service plans             behalf of clients in         as one hour.
                               relation to the Output
                                                            A worker attends a morning training
                               Activities listed in
                                                            session relating to their duties. Do not
                               Table A in 3.1 of the        count as part of output hours.
                               Service Agreement.
                                                            A worker travels to a client’s residence
                               (see coloured table below    to undertake an assessment of the
                               for inclusions/exclusions)   person’s needs and develop a case
                                                            plan. Count the time spent with the
                                                            person, but do not count travel time as
                                                            part of output hours.

                     Clients   The number of individuals    A person becomes a client when:
                               provided with a service in      they receive legal and/or social
                               each reporting period.           work advice in relation to their
                                                                problem, and/or
                                                               the service provider undertakes
                                                                legal and/or social work casework in
                                                                relation to their problem.

                                                            Refer to the IS11 Quarterly Activity
                                                            Report for more information on
                                                            collecting client information and
                                                            definitions (Attachment XX)
                                                            For example
                                                            An older man receives legal advice
                                                            about the elder abuse he is
                                                            experiencing from the adult child who
                                                            lives with him. Count as one client.
                                                            An older woman receives counselling
                                                            and support to identify options that are
                                                            available and is assisted in deciding on
                                                            a particular course of action. Count as
                                                            one client.
Recreation/leisure   Hours     Count time spent working     One worker spends one hour recording
                               directly with and/or on      client information. Count as one hour.
                               behalf of clients in
                               relation to the Output       Two workers spend one hour planning
                                                            and preparing for a grandparent camp.
                                         Activities listed in             Count as two hours.
                                         Table A in 3.1 of the
                                         Service Agreement.               A worker spends 30 minutes on the
                                                                          phone with a worker from another
                                         (see coloured table below        agency discussing the recreational
                                         for inclusions/exclusions).      activities for the grandchild. Count as 30
                                                                          minutes.

                                                                           A worker spends 15 minutes
                                                                           responding to an email asking for
                                                                           information. Count as 15 minutes.
                                                                           A worker travels to another location to
                                                                           assess the suitability of facilities. Do
                                                                           not count travel time as part of output
                                                                           hours.
                        Clients          The number of individuals         A person receives an assessment for
                                         provided with a service in        entry to a service but is deemed not
                                         each reporting period.            suitable. Count as one client.

                                                                           A person emails on behalf of their friend
                                                                           asking for advice. Count as one client.
                                                                           Do not count those who are not directly
                                                                           engaged and provided with support
                                                                           either in person or by telephone/email.

                                                                           A grandparent and 2 grandchildren
                                                                           attend a camp. Count as 3 clients.

                                                                           A grandchild attends recreational
                                                                           activities for 13 weeks. Count as 1
                                                                           client.

                                                                           Do not count hits on a website

                                                                           Do not count occasions.


Count this time as part of hours of service/output                     Not counted in hours of service
Time spent with                   Time spent on behalf of a            Indirect time:
clients/service                   client or which can be               Travel
users/community in person         attributed to a client:              Team meetings
or on the phone, for example:
                                  Arranging a referral               Training
                                                                       Networking meetings
Counselling                     Writing file notes
                                                                       Getting supervision
Case management                 Participating in case
                                                                       Compiling or entering data for reporting
Personal assistance               conferences
                                  Recording data at time of            purposes
                                    assessment                         Collating data
                                                                       Administrative tasks
                                  Mobile service delivery
                                                                       Supervising staff
                                  Preparing training materials
                                      All included in establishing cost
Counting Rules for Performance Measures
Table E - Counting Rules for Performance Measures

Performance Measure                Counting Rule               Examples
Number of occasions that           Count each occasion         A call is received by the service from a person
information advice and referral    that information advice     seeking information on household assistance
services were provided (not        and referral was            available for seniors. Count as one occasion.
provided elsewhere)                provided
                                                               The service responds to an email seeking
                                                               information about retirement accommodation in
                                                               their area. Count as one occasion.
                                                               The service undertakes some research and
                                                               phones the person back. Count as one occasion.
                                                               The service undertakes a mail-out of information to
                                                               aged care services in the area. Count as one
                                                               occasion.
                                                               An elder abuse call is received by the helpine and
                                                               a referral provided to the caller. Count as one
                                                               occasion.
                                                               A person phones the service regarding a query
                                                               about an Enduring Power of Attorney (EPA). Count
                                                               as one occasion.
                                                               Do not count website hits.
Has the quarterly service          Complete the service        n/a
activity report been submitted     activities report in the
(Yes/No) please attach             format provided.
Number of occasions that           Count each occasion         A service undertakes a community education
community/group development        that community /group       session on elder abuse with members of a Probus
and support activities were        development and             Club. Count as one occasion.
undertaken                         support activities
                                                               The service produces a newsletter. Count as one
                                   (community education)
                                                               occasion.
                                   were undertaken
Number of clients identifying as   Count each client who       The client identifies as being of Aboriginal and/or
Aboriginal and Torres Strait       identifies as Aboriginal    Torres Strait Islander descent. Count as one
Islander.                          and/or Torres Strait        client.
                                   islander.

Number of clients identifying as   Count each client who       The client identifies as being from an ethnic
being from Culturally and          identifies as being from    background. Count as one client.
Linguistically Diverse             a culturally and
backgrounds.                       linguistically diverse
                                   background.

Provision of up to 3 brief case    Count ‘yes’ if one case     Case studies describe the client’s experience
studies that demonstrate client    study is provided for the   while being supported by the service during the
experiences and outcomes in        period.                     period and the outcomes achieved as a result of
the format provided.                                           the assistance of the funded service, and the
                                                               client’s own efforts.
 Provision of a report on service      Complete the Service       n/a
 support and development               Support and
 activities in the specified format:   Development report in
 Yes/No                                the format provided


 What significant achievements         n/a                        Examples may include new staff member; training;
 or factors have impacted on the                                  work process enhancement; new referral
 quality of service delivery during                               arrangements; more integrated service delivery
 the reporting period?                                            etc.
                                                                  Examples may include reduction in staff numbers;
                                                                  natural disaster diverting resources etc.
 Report attached as per the            Provision of a report as   n/a
 Service Agreement                     outlined in the Service
 requirement.                          Agreement




Additional Conditions
All new additional conditions must be endorsed by Legal Services before inclusion in the initiative
template and Service Agreement (Part C).

For services transitioning to outputs, insert the following statement into Item 11 of the Service
Agreement (Part C):

11.2 Reporting Frequency
The Reporting frequency outlined in Items 6.1 and 6.2 of the Service Agreement (Part C) for the
initial twelve month period of this agreement being <insert date> to <insert date> will be
quarterly to monitor the implementation of Output Funding and Reporting. At the end of the
stated period the reporting frequency will be reviewed. The Department will notify you in writing
to advise any change.

11.3
The Seniors Legal and Support Services must:
implement standards that are consistent with Community Legal Service Standards. These
standards were developed by the Commonwealth Government’s Attorney-General’s
Department in conjunction with the National Association of Community Legal Centres and
State/Territory Program Managers (SPMs). A copy of the standards can be found at
http://www.ag.gov.au/agd/WWW/cclsphome.nsf/Page/Guidelines
     abide by the National Privacy Principles contained in the Commonwealth Privacy Act
        1988.
     operate in accordance with case work guidelines.
Report Template
Insert the report template provided by the Program Area into the Service Agreement (Part C) as
Attachment X.


                                                 Grandparents Support
                                   IS70 - Report as outlined in the Service Agreement.
 Service Name:
 Service Number:
 Quarter from: insert start date to insert end date
Please provide a breakdown of Recreational Activities for Grandchildren in the table below:


Section 1: Grandparent Information Line
Calls and emails                               Number            Comments
Grandparent respite
Grandparent issues


Please provide a breakdown of Recreational Activities for Grandchildren in the table below:
Section 2: Brokerage - Recreational Activities for Grandchildren
Number of children   Scouts   Guides    Sport and    Little      PCYC      Fitness    School – camp and   Sp
participating in                        Recreation   Athletics             and        other               cl
activities per                                                             dance
region
Brisbane
Brisbane South
Brisbane North
Gold Coast
Sunshine Coast
Ipswich
Toowoomba
Wide Bay
Rockhampton
Mackay
Mt Isa
Townsville
Cairns
Other
TOTAL occasions
of brokerage:
(children
   successfully
   placed)
    Note the Regions above are based on the following postcode ranges.
Brisbane                 4000 - 4004       North          4005 – 4072 &   South        4073 – 4209   Sunshine      4550 – 4601   G
                                           Brisbane       4500 – 4549     Brisbane                   Coast
Toowoomba                4350 – 4499       Ipswich        4300 – 4349     Wide Bay     4619 – 4689   Rockhampton   4690 – 4736   M
                         & 4602 – 4618
Mackay                   4737 – 4805       Townsville     4806 – 4824 &   Cairns       4851 – 4899
                                                          4835 – 4850


Section 3: Camps – Grandparents and Grandchildren
Camp information                           Number                  Comments
                                                                   Please include camp locations

Number of Camps
Number of grandparents
participating
Number of grandchildren
participating
Number of grandparents developing
a therapeutic alliance
Client feedback on the program
including:
         Respite received
         stress reduction
         information
         local service supports
         additional information




                                         Seniors Legal and Support
                                       IS11 - Quarterly Service Activity Report
    Service Name:
    Service Number:
                  Quarter from:                      insert start date to insert end date
    The Seniors Legal and Support Services use the national CLSIS (Community Legal Service
    Information System) database for data collection and reporting.
    CLSIS Centre Activity Summary Report                                                      Number
    Clients
    Total number of clients
            New clients
     Repeat clients
     Existing clients
Advices
Total Advice activities
Cases
Total cases open during period (open and new)
     Open at period start
     New (opened in period)
     Still open at period end (Ongoing)
Total cases closed during period
     Minor Cases closed (0 - 5 hours)
     Medium Cases closed (6 – 20 hours)
     Major Cases closed (over 20 hours)


Definition: A person becomes a client when:
   they receive legal and/or social work advice in relation to their problem, and/or
   the service provider undertakes casework in relation to their problem.

Definition: Advice occurs when a service provider assists a client to select between options about the
client’s own problems (CLSIS, 2004). (There is an expectation that no follow-up action will be required in
relation to that problem.)


Definition: A case is defined as an activity where a service provider provides ongoing assistance to a
client and/or acts on their behalf in relation to an issue (CLSIS, 2004).
Explanatory Notes – Seniors Legal and Support Services
The Commonwealth Attorney-General’s Department approved the use of the national CLSIS (Community
Legal Service Information System) database for data collection and reporting for the Seniors Legal and
Support Services.
CLSIS Definitions
Client
Definition: A person becomes a client when:
 they receive legal and/or social work advice in relation to their problem, and/or
 the service provider undertakes casework in relation to their problem.
Information and Referrals
Definition: The provision of information or referrals to support personal or social functioning and/or
facilitate access to and use of community services and resources. This may include information and
referrals about (a) any specific services available to the general public and/or to specific groups (b) legal
matters, consumer issues and rights, and (c) financial information and referrals. Examples may include:
explaining details to a person about a social issue such as elder abuse; providing information about
available services; or providing details about how to fill in a specific application form.
Advice
Definition: Advice occurs when a service provider assists a client to select between options about the
client’s own problems (CLSIS, 2004). Advice may include but is not limited to legal advice. It may also
involve advice in relation to elder abuse, financial exploitation, counselling, advocacy and support. The
activity may include assistance in drafting simple correspondence (which the client posts) and/or phone
calls on the client’s behalf during the provision of advice. However, after the advice has been provided
there is no follow-up action and no expectation that the client will have further contact with the service in
relation to that problem.
Case
Definition: A case is defined as an activity where a service provider provides ongoing assistance to a
client and/or acts on their behalf in relation to an issue (CLSIS, 2004). A case has an open date and a
close date. If a service provider is to undertake follow up action and there is an expectation of further
contact with the client about the same matter, the activity is to be recorded as a case rather than as an
advice. When a case is opened, the client’s personal details are collected and recorded to meet
Professional Indemnity Insurance (PII) requirements, unless these details have already been collected in
relation to a previous activity.
Where a client has more than one activity and/or activity type (e.g. 2 advices and casework) within the
reporting period, the client is counted once only for each activity type and once under “total clients” (1
client who received 2 advices & casework assistance)
In these situations (i.e. where the advice and casework relate to the same matter), the advice and
casework will still be counted as separate activities, given that the advice was recorded in good faith with
no expectation of any ongoing assistance.
      IS63 – Provision of up to 3 brief case studies that demonstrate client experiences and
                                             outcomes.
Service Name:
Service Number:
                        Quarter from:           insert start date to insert end date
Instructions to guide your case study:
   Who? Give a title e.g. Ms X, de-identify the person and the place.
   Presenting issues? Explain the background of the client and presenting issues.
   Action taken? Outline the actions taken. What happened?
   What was the outcome for client/s? What was achieved? How has the client/s situation improved
     as a result of their involvement with your service? Ensure there is a clear description of “Before” and
     “After” so there is no confusion as to how the client/s situation changed as a result of their
     involvement with your service.
   How does the outcome compare with what would have happened if you had ‘done nothing’?
     Describe what you think would have happened if there had been no service provided to the client/s.
     Would the outcome have been the same anyway? Would they be worse off if they had not received
     a service? Quotes from client/s can be very powerful, just remember to get client consent for use of
     any quotes.

Use the questions as prompts to assist you in developing your case study. If you have other areas that
you feel need to be included, please do. Remember: keep it brief (about half a page)!
To protect client privacy and confidentiality, it is critical that client consent to describe their situation is
obtained, as case studies may be published in departmental reports. De-identified information should be
provided.

                                                 Case Study
Additional information




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