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									                          Centre Based Support
                     Program Owner – Homelessness
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                  Quarterly
 (Part C), Specifications for       contract manager based on assessed             Qtr 1: Jul – Sep
 Community and Homelessness         risk.
 Services                                                                          Qtr 2: Oct – Dec
                                         NB: Outputs reporting prescribes          Qtr 3: Jan - Mar
                                         quarterly requirements for the first 12   Qtr 4: Apr – Jun
                                         months. Refer to Additional               By the 28th day of the month
                                         Conditions
                                                                                   following the end of the
                                                                                   quarter
                                                                                   Annually
                                                                                   By the 28th 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 service to be provided under this initiative is Centre based support.

The Centre Based Support initiative aims to assist the target group to transition out of homelessness into
housing and/or to prevent homelessness by providing case management support in a centre based
location that is accessible to the target group.

Services may be funded for one or more of the following goals – the goals selected will inform the
selection of the Broad Target Group:

The goal of services funded under this initiative may be to:
   1 prevent a client from losing a tenancy that is at risk (early intervention)
   2 transition a client from homelessness to being housed, or
   3 support a client to maintain a tenancy and prevent tenancy from becoming at risk
       (prevention/tenancy sustainment)

Service Delivery Model
Centre based support will provide services face to face at a centre based location.
Centre based support services will provide homeless people with case management support and practical
assistance to access and maintain housing. They may also provide support and activities aimed at
reducing social isolation and building community connections for more isolated or socially marginalised
clients (homelessness prevention).
Evidence indicates that centre-based access services best serve chronically homeless people when
operated in conjunction with outreach services. There is some evidence that this is also true for
Indigenous men and women. So where centre-based services are targeting these groups, they will be
linked with outreach services to facilitate access. A flexible pro-active outreach approach is identified as
effective when targeting Indigenous women, as well as centre-based services that offer practical facilities
such as showers or telephones and where they are then able to access other services. Young people,
however, appear to prefer centre-based services, particularly where they provide a diversity of services
(including immediate practical assistance) and operate with more informal drop-in type models.


Brokerage may be included as a component of this Initiative – consult the program area before
including brokerage in a Service Agreement.

Initiative-level Service Elements
The elements below must be included in all Service Agreements for this Initiative
Activities
Case management will provide comprehensive support through a high level of direct service delivery
which includes:
    1   Initial and ongoing assessment of client needs
    2   Initial and ongoing risk assessment and safety planning, as needed
    3   Providing housing assistance and advocacy
    4   Supporting the client to establish or sustain housing
    5   Providing emotional and practical support
    6   Advocacy and assistance to access housing and specialist services for example, drug or alcohol,
        mental health, legal, domestic and family violence support, budgeting and debt management and
        any other mainstream services
    7   Facilitating social contact with family and friends and forming new social networks, as needed
    8   Facilitating access to education, volunteering, employment and leisure activities
    9   Facilitating transition to mainstream services and to community supports
Local-level Service Elements
Only include the following optional element if it is to be provided by this service
    2   Providing activities/programs to build skills for independent living and sustaining tenancies
        (Optional)
<Insert additional local service elements>

Service delivery principles
The service will operate in accordance with the Service Delivery Principles as specified in Attachment 3.

Service Setting

 S1.2.00   Non-residential centre-based community services setting


Exclusions
For contract development purposes - do not copy into the Service Agreement
Funding is not provided for services that only offer basic requirements of living (meals, storage etc)
without providing client support

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
A01.2.02                            Refer to Service elements.
Needs assessment and
management of case/service
plans

Insert the funding area below directly into item 3.2 of the Service Agreement (Part C).


Funding Area
Program Domain: Homelessness

Initiative: Centre based support

Insert the target group/service users information below directly into item 3.3 of the Service Agreement
(Part C).
Target Group/ Service Users
All services will have a broad target group and a primary target group/s, but they will not
necessarily have a secondary or tertiary target group/s unless they are funded specifically to work
with this group/s.
All services are expected to support people from Aboriginal and Torres Strait Islander and
Culturally and Linguistically Diverse backgrounds as part of the primary target group, but some
services may have these groups as a specific secondary target group.
When developing a service agreement select the target groups to be supported from the list below
to complete the following statement:
Insert <Secondary Target Group><Primary Target Group> who are <Broad Target Group>
The Broad Target Group must reflect the selected purpose and goals of the funded service.
Example 1. Aboriginal and Torres Strait Islander young people who are homeless or at imminent
risk of homelessness
Example 2 Families who are housed but are at risk of becoming homeless

 Broad Target Group                 Primary Target Group                  Secondary Target Group
  People who are homeless or      Young People                  Young families
     at imminent risk of becoming    Young Women                   Attending education/training
     homeless                        Young Men                     Aboriginal & Torres Strait Islander
  People who are housed, but      Adults (men & women)              people
     are at risk of becoming         Men                           People from       Culturally and
     homeless                        Women                             Linguistically Diverse      (CALD)
                                     Families                          backgrounds
                                    Women and children escaping   People       who     are      rough
                                        domestic/family violence          sleeping/living   in    improvised
                                     Generalist (open to all/several   dwellings (primary homeless)
                                        primary target groups)        People who are experiencing
                                                                          chronic homelessness
                                                                      Older people
                                                                      People who are on Intensive Drug
                                                                          Rehabilitation Orders as part of
                                                                          the Queensland Drug Court
                                                                      Aboriginal and Torres Strait
                                                                          Islander people participating in the
                                                                          Queensland Indigenous Alcohol
                                                                          Diversion Program (QIADP).
Insert the selected target group definitions as per Homelessness Program Guidelines.
Target group definitions
<<Target group definitions>>


Delivery of Services
Milestones - Not applicable

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
 A01.2.02                 Activities including assessing   Hours     <insert          <insert target
 Needs assessment         service needs, developing                   negotiated      number of
 and management of        and monitoring service plans,               output          clients>
 case/service plans       ongoing case management                     quantity>
                          and coordination of voluntary,
                          individualised service
                          packages, and professional
                          support with accessing and
                          using general community
                          services.
 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
IS110              Number of individual clients who are children

IS111              Number of support periods that ended during the quarter

IS112              Number of support periods that commenced during the quarter

IS120              Number of open support periods

IS122              Number of informal contacts [Only reported where informal contacts are significant]

IS113              Number of support periods closed during the quarter where a case management plan was
                   in place.

IS114              Number of support periods closed during the quarter where case management plans were
                   in place and half or more of the case management goals had been met

IS115              Number of support periods that ended with the client housed in secure and sustainable
                   housing.

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

IS117              Number of clients where brokerage was provided [only to be reported on where specifically
                   funded for brokerage – delete if brokerage not funded]

IS61               Provision of brokerage report in specified format Y/N [only required where specifically
                   funded for brokerage – delete if brokerage is not funded]

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

IS118              Number of new support periods where the client identified as sleeping rough or in
                   non-conventional accommodation immediately before presentation [only to be reported
                   where funded to support people who are rough sleeping]

IS119              Number of new clients who are experiencing chronic homelessness immediately before
                   support [only to be reported where funded to support people who are people who are
                   experiencing chronic homelessness]

IS63               Provision of up to three brief case studies that demonstrate client experiences and
                   outcomes in the format provided Yes/No (OPTIONAL MEASURE) [services have the
                   option to submit case studies if they choose – delete if service does not intend to submit
                   any case studies]

                   What significant achievements or factors have impacted on the quality of service delivery
GM16
                   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
                       hours            Count time spent working        A person is provided with an hour of
                                        directly with or on behalf of   support, count as one hour of support
                                        clients.                        provided.
                                                                        Support workers operating in pairs
                                                                        provide assistance to one person, count
                                                                        as one hour of support provided.
                       client           Count the number of             During the counting period an agency
                                        individual clients supported    has 25 clients (including children)
                                        during the quarter              whose support periods are closed and
                                                                        five who are still receiving a service.
                                                                        Count as 30 clients.
                                                                            Children who receive a service,
                                                                               eg accommodation, are
                                                                               deemed clients.
                                                                            Children who do not DIRECTLY
                                                                               receive a service are NOT
                                                                               considered to be clients.
                                                                            If a client has two support
                                                                               periods during the quarter,
                                                                               count as one client
                                                                            This count should include
                                                                               clients whose support periods
                                                                               commenced, closed and were
                                                                               ongoing during the quarter.
                                                                        Example 1
                                                                        A family of five are accommodated by
                                                                        your agency - count as five.
                                                                        Example 2
                                                                        A family of five seek support from your
                                                                        agency. Two adults receive assistance
                                                                        to access housing and 1 child receives
                                                                        support. The two remaining children do
                                                                        not receive support – count as three
                                                                        clients.
                                                                        SHIP OR OTHER CMS USERS:
                                                                        You can use the reporting function in
                                                                        SHIP or other CMS data to generate
                                                                         this number
                                                                         PAPER FORM USERS:
                                                                         You will need to count this number
                                                                         PRIOR to submitting your monthly data
                                                                         to SHOR so that you can total it at the
                                                                         end of the quarter

Count this time as part of hours of service/output                       Not counted in hours of service
Time spent with clients/service           Time spent on behalf of a      Indirect time:
users/community in person or on the       client or which can be          Travel
phone, for example:                       attributed to a client          Team meetings
                                          including:                      Training
 Counselling
                                                                          Networking meetings
 Case Management                        Arranging a referral
                                                                         
                                                                           Getting supervision
 Personal Assistance                   
                                            Writing file notes
                                          
                                            Participating in case        ompiling or entering data for
                                                                           C
                                            conferences                    reporting purposes
                                                                          Collating data
                                           Recording data at
                                                                          Administrative tasks
                                            time of assessment
                                                                             Supervising staff
                                           Mobile service
                                            delivery
                                           Preparing training
                                            materials
                                              Time available for
                                            clients (output specific)
                                       All included in establishing cost


Counting Rules for Performance Measures

Table E - Counting Rules for Performance Measures

Performance Measure                Counting Rule              Examples
Number of individual clients who   For Children in Family,    During the counting period an agency has 10
are children                       DV or Generalist           clients who were children whose support periods
                                   Services                   are closed and five who are still receiving a
                                                              service. Count as 15 clients.
                                   Count the number of
                                   individual clients under       Children who receive a service, eg
                                   the age of 18 who were            accommodation, are deemed clients.
                                   supported during the           Children who do not DIRECTLY receive a
                                   quarter.                          service are NOT considered to be clients
                                                                  For Youth services – children are
                                                                     considered to be persons under 16 years
                                   For Youth Services                of age
                                   Count the number of        SHIP OR OTHER CMS USERS:
                                   individual clients under   You can use the reporting function in SHIP or other
                                   the age of 16 who were     CMS data to generate this number
                                   supported during the       PAPER FORM USERS:
                                   quarter.                   You will need to count this number PRIOR to
                                                              submitting your monthly data to SHOR so that you
                                                              can total it at the end of the quarter
Number of support periods that   Count the number of        During the counting period an agency has 25
ended during the quarter         support periods that       clients whose support period has ended and five
                                 ended during the           who are still receiving a service. One client had two
                                 quarter.                   separate support periods that are now both closed.
                                                            Count as 26.
                                                            SHIP OR OTHER CMS USERS:
                                 If there are multiple
                                                            You can use the reporting function in SHIP or other
                                 support periods for an
                                 individual client, count   CMS data to generate this number
                                 each support period that   PAPER FORM USERS:
                                 has ended.                 You will need to count this number PRIOR to
                                                            submitting your monthly data to SHOR so that you
                                                            can total it at the end of the quarter.
Number of support periods that   Count the number of        An agency has 10 clients whose support period
commenced during the quarter     support periods that       commenced during the quarter. It does not matter
                                 commenced during the       whether they are ongoing clients or their support
                                 quarter.                   period ended during the quarter. One client had
                                                            two support periods through the quarter. One or
                                                            both are not closed. Count as 11.
                                 If there are multiple
                                                            SHIP OR OTHER CMS USERS:
                                 support periods for an
                                                            You can use the reporting function in SHIP or other
                                 individual client, count
                                 each support period that   CMS data to generate this number
                                 commenced.                 PAPER FORM USERS:
                                                            You will need to count this number PRIOR to
                                                            submitting your monthly data to SHOR so that you
                                                            can total it at the end of the quarter
Number of open support periods   Count the number of        On the last day of the quarter an agency has 10
                                 open support periods as    clients whose support periods are still open. Count
                                 at the last day of each    as 10.
                                 quarter.                   SHIP OR OTHER CMS USERS:
                                                            You can use the reporting function in SHIP or other
                                                            CMS data to generate this number.
                                                            PAPER FORM USERS:
                                                            You will need to total this information at the end of
                                                            the quarter to determine the number of ongoing
                                                            clients. This information can be tallied using the
                                                            tick box at the top of Page 7 of the Initial Client
                                                            Form or Page 1 of the Ongoing Client Form.
Number of informal contacts      Manually count each        During the counting period an agency provided
                                 informal contact during    meals, shower facilities, telephone numbers, etc to
                                 the reporting period       50 people. These people were not recorded as
                                 where assistance has       either Clients or Unassisted Persons.
                                 been provided but
                                                            Count as 50.
                                 where the recipient is
                                 not deemed to be a         A person that receives a meal, food package,
                                 client or unassisted       brochures or phone numbers, for example from a
                                 person for the purpose     drop in centre, but receives no other specialist
                                 of the SHS Data            homelessness service would not be reported in the
                                 Collection. This           collection. In this instance, unless they sought
                                 measure is only            additional services to address homelessness and
                                 reported where             were not able to be assisted then they would be
                                 informal contacts are      reported as an unassisted person.
                                   significant.               A good guide to follow is, if in the normal course of
                                                              business, a service finds that they are collecting
                                                              information key to the collection (name, DOB,
                                                              client circumstances etc), regardless of the time
                                                              spent with the person, that person is most likely a
                                                              client or an unassisted person.
                                                              If the person has a brief or minimal interaction with
                                                              agency workers and very little information is
                                                              gathered regarding their circumstances, they are
                                                              most likely out of scope and would not be recorded
                                                              or reported on during the collection month.
                                                              Not able to be captured from data collected in
                                                              SHS Collection so will need to be manually
                                                              counted.
Number of support periods          Count the number of        At the end of the counting period there were 15
closed during the quarter where    support periods closed     ongoing clients with a case management plan in
a case management plan was in      during the quarter where   place. There were 5 other clients who had had a
place                              the client had a case      case management plan but whose support period
                                   management plan in         ended during the counting period.
                                   place.
                                                              Count the total of 5 clients.
                                                              SHIP OR OTHER CMS USERS:
                                                              Initially this information will need to be manually
                                                              counted. In time the data may be able to be
                                                              extracted using the reporting function in SHIP or
                                                              other CMS.
                                                              PAPER FORM USERS:
                                                              Relates to Section 2, Q5 on the Initial Client Form
                                                              and Q5 on the Ongoing Client Form.
                                                              You will need to count this number PRIOR to
                                                              submitting your monthly data to AIHW so that you
                                                              can total it at the end of the quarter
Number of support periods          Count the number of        SHIP OR OTHER CMS USERS:
closed during the quarter where    support periods closed     Initially this information will need to be manually
case management plans were         during the quarter where   counted. In time the data may be able to be
in place and half or more of the   the client had achieved    extracted using the reporting function in SHIP or
case management goals had          half or more or all of     other CMS.
been met                           their case management      PAPER FORM USERS:
                                   plan goals.                Relates to Section 2, Q7 on the Initial Client Form
                                                              and Q7 on the Ongoing Client Form.
                                                              You will need to count this number PRIOR to
                                                              submitting your monthly data to AIHW so that you
                                                              can total it at the end of the quarter.
Number of support periods that     Count the number of        A client who goes to stay with a family member
ended with the client housed in    support periods that       and is sleeping on the couch is not considered to
secure and sustainable housing     ended during the           be housed.
                                   counting period where
                                                              A client who exits to no fixed abode is not
                                   the client’s tenure was
                                                              considered to be housed.
                                   one of the following
                                   categories (but not as     A client who moves to a shelter or another form of
                                   couch surfers):            emergency accommodation is not considered to be
                                                              housed.
                                   1 Renter – private         The number is derived by counting the number of
                                   housing                    clients in the categories listed less the number
                                                              selected in these categories but also noted as
                                   2 Renter – public
                                                              couch surfer in the following question.
                                   housing
                                                              SHIP OR OTHER CMS USERS:
                                   3 Renter – community
                                   housing                    Initially this information will need to be manually
                                                              counted. In time the data may be able to be
                                   4 Renter – transitional    extracted using the reporting function in SHIP or
                                   housing                    other CMS.
                                   5 Renter – caravan         PAPER FORM USERS:
                                   Park
                                                              Relates to Section 2, Q11 and 12 on the Initial
                                   6 Renter –                 Client Form and Q11 and 12 on the Ongoing Client
                                   boarding/rooming house     Form.
                                   8 Other renter             You will need to count the number PRIOR to
                                   9 Rent free – private      submitting your monthly data to AIHW so that you
                                   housing                    can total it at the end of the quarter.

                                   10 Rent free – public
                                   housing
                                   11 Rent free –
                                   community housing
                                   12 Rent free –
                                   transitional housing
                                   13 Rent free – caravan
                                   park
                                   14 Rent free –
                                   boarding/rooming house
                                   16 Other - rent free
                                   17 Life tenure scheme
                                   18 Owner – shared
                                   equity or rent/buy
                                   scheme
                                   19 Owner – being
                                   purchased (with
                                   mortgage)
                                   20 Owner – fully owned
                                   21 Other tenure not
                                   elsewhere classified.


                                   Categories 7, 15, 22 and
                                   99 are not classified as
                                   secure and sustainable
                                   accommodation.


Number of clients identifying as   Count the number of        SHIP USERS:
Aboriginal and/or Torres Strait    individual clients         You can use the reporting function in SHIP to
                                   (including children)
Islander.                          supported during the        generate this number.
                                   quarter who identified as   PAPER FORM USERS:
                                   being Aboriginal and/or
                                                               Relates to Section 1, Q3 on the Initial Client Form
                                   Torres Strait Islander.
                                                               You will need to count this number PRIOR to
                                                               submitting your monthly data to SHOR so that you
                                                               can total it at the end of the quarter.
Number of clients where            Count the number of         Example 1
brokerage was provided (only to    clients where brokerage
                                                               A client receives brokerage to cover rent arrears
be reported on where               was provided which was
                                                               and specialist counselling count as one occasion.
specifically funded for            funded specifically as
brokerage)                         brokerage by the            Example 2
                                   department.                 A service organises and pays for 3 nights of
                                                               accommodation for a client – count as one
                                                               occasion.
                                   Count one for each
                                   client who received         Example 3
                                   brokerage.                  A service pays for a train fare for a client. Count
                                                                  this as one occasion.
                                   Note:                       Not able to be captured from data collected in
                                                               SHS Collection as this may include brokerage
                                   Clients may receive         from other funding sources so will need to be
                                   brokerage for multiple      manually counted.
                                   purposes.


                                   The numeric total per
                                   quarter will match the
                                   total that you include in
                                   your brokerage report
                                   for the same period


Provision of brokerage report in   Complete the brokerage      Not able to be captured from data collected in
specified format - (only where     report in the format        SHS Collection so will need to be manually
specifically funded for            provided.                   counted.
brokerage)

                                   Clients may receive a
                                   payment for more than
                                   one brokerage purpose
                                   (as outlined in the
                                   report). Count one
                                   client for each payment.


Number of clients identifying as   Count each client who       As part of developing a case plan the client
being from Culturally and          identifies as being from    identifies as being from a CALD background.
Linguistically Diverse             a culturally and            Count as one client.
backgrounds                        linguistically diverse      SHIP OR OTHER CMS USERS:
                                   background who has
                                                               Initially this information will need to be manually
                                   received a service and
                                                               counted. In time the data may be able to be
                                   those who still are         extracted using the reporting function in SHIP or
                                   receiving a service at      other CMS.
                                   the end of the quarter.
                                                           PAPER FORM USERS:
                                                           You can use your AIHW data to generate the
                                                           number of clients born in a country other than
                                                           Australia where English is not the primary
                                                           language.
                                                           You will need to count the number PRIOR to
                                                           submitting your monthly data to AIHW so that you
                                                           can total it at the end of the quarter.
Number of new support periods    Count the number of       During the counting period, the agency has 30 new
where the client identified as   new support periods       support periods. In the month prior to presenting
sleeping rough or in             where the client          for support, 15 clients were sleeping in parks or
non-conventional                 identified as having an   riverbanks, 5 were squatting in abandoned
accommodation immediately        episode of sleeping       buildings and 10 were staying with friends. Of
before presentation              rough or in               these, 20 are identified as having experienced
                                 non-conventional          rough sleeping immediately before support.
                                 accommodation in the
                                                           One client had two new support periods during the
                                 month prior to            quarter. At the commencement of each support
                                 presentation.             period the client identified that they had been
                                                           sleeping rough during the month before
                                                           presentation. This counts as 2.
                                                           SHIP OR OTHER CMS USERS:
                                                           You can use the reporting function in SHIP or other
                                                           CMS data to generate this number
                                                           PAPER FORM USERS:
                                                           Relates to Section 1, Q14 on the Initial Client Form
Number of new clients who are    Count the number of       During the counting period, the agency had 30 new
experiencing chronic             new clients that          clients. Immediately before support, 18 of these
homelessness before              responded that they had   clients were sleeping in the park or riverbank and
requesting support               not had a permanent       of these, 12 clients had been doing this for less
                                 place to live for more    than a twelve month period and 6 for around 2
                                 than one year.            years on and off. Count as 6.
                                                           SHIP OR OTHER CMS USERS:
                                                           You can use the reporting function in SHIP or other
                                                           CMS data to generate this number
                                                           PAPER FORM USERS:
                                                           Relates to Section 1, Q15 on the Initial Client
                                                           Form. Count the number of new clients that
                                                           selected options 5 (more than 1 year, to 5 years
                                                           ago) or 6 (More than 5 years ago).
                                                           You will need to count the number PRIOR to
                                                           submitting your monthly data to AIHW so that you
                                                           can total it at the end of the quarter.
 Provision of up to 3 brief case      Complete the report in    n/a
 studies that demonstrate client      the case study in the
 experiences and outcomes in          format provided
 the format provided Yes/No
 (OPTIONAL MEASURE)
 [service does not intend to
 submit any case studies]
 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.



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.

There are some additional conditions/clauses that need to be added to Service Agreements for
all services (except for the Queensland Indigenous Alcohol Diversion Program) funded under
the Homelessness Program. The common conditions that apply to most services are detailed at
11.1.1 and specific conditions for individual service types or initiatives are detailed from 11.1.2
to 11.1.6.

11.3    Homelessness specific additional conditions
11.3.1 All Services funded under Homelessness Program Domain (except for the
       Queensland Indigenous Alcohol Diversion Program) must insert the following
       clause:
“As of 1 January 2009, under the National Affordable Housing Agreement (NAHA), the term
‘specialist homelessness services’ is used to describe services that were formerly funded under
SAAP and may include other services that assist people who are homeless or at risk of
homelessness.
Funded services are expected to meet the directions and priorities governed by the
Commonwealth Supported Accommodation Assistance Act 1994 (SAAP) until further notice.
The Department of Communities will advise of any changed directions or priorities resulting from
the implementation of a new national agenda under the National Partnership Agreement on
Homelessness.
You must:
1   meet the directions and priorities governed by the Commonwealth Supported
    Accommodation Assistance Act 1994 (SAAP) and its successors in legislation;
2   comply with relevant standards for service delivery;
3   provide Service Users with the Services in accordance with “SAAP case management
    principles and practices”;
4   meet all data collection requirements notified by the department from time to time including
    (without limitation) the submission of monthly data to the Australian Institute of Health and
    Welfare National Data Collection Agency (NDCA) for the Specialist Homelessness Services
    (SHS) Collection and any amendment to, or replacement of, those requirements.
5   Participate, as requested by the department, in all performance monitoring and evaluation
    processes.”

11.3.2 Services funded for brokerage
Services funded for brokerage must insert the following clauses:
 “Brokerage funds must be used within the context of case management. This means that
brokerage should provide for the purchase of services and resources considered essential to
achieve agreed client outcomes. Brokerage should not be the first or the only support a client
receives from the service.
Brokerage funds must be used in accordance with the “Guidelines for the use of Brokerage
Funds in Specialist Homelessness Services 2009”.


Please note: a small number of Specialist Homelessness Services are specifically funded to
deliver brokerage. Brokerage should not be included in the service agreement without the
endorsement of Homelessness Programs.


11.3.3 Services targeting young people
The target group for youth services is young people over school leaving age. Services may
stipulate specific age ranges within the 16-25 years age range, but should not target young
people below school leaving age.
In some circumstances services may accept clients below school leaving age but should not
target their services at this age group. The following special condition must be inserted in the
service agreement:
“If you provide a service to children under 16 years You must follow the Supporting young
people under 16 years of age: Guidelines for good practice for Specialist Homelessness Service
providers.”


11.3.4 Services targeting women and children escaping domestic violence
Organisations funded to provide support and supported accommodation services for women
and children experiencing domestic and family violence must have the following clause inserted:
“You must implement the Practice Standards for Working with Women Affected by Domestic
and Family Violence supplied by the Department of Communities”.
Note: Homelessness Program funded women’s services (refuges) and security considerations
For security reasons many supported accommodation services for women and children
experiencing domestic and family violence prefer not to have their street address/es recorded
on their service agreement. This is acceptable. The Specialist Homelessness Services (SHS)
Collection uses only postal addresses for most Homelessness Program funded domestic
violence services. It is also acceptable for services not to have confidential addresses and their
information can be treated as for any other Homelessness Program funded service. For
example most Indigenous women’s shelters’ in remote communities are well known locally and
their addresses do not need to be treated confidentially unless requested by the service.
Confidential addresses and contact details for supported accommodation services for women
and children experiencing domestic and family violence should be recorded and stored
securely. This may be in a locked drawer or compactus or recorded in a non-identifying way if
kept in an accessible location. The addresses and phone numbers should not be given out to
other parties. Homelessness Programs does not give out any confidential contact addresses for
women's services funded under the Homelessness Program Domain to any other parties and
any mailouts to these services are done by Homelessness Programs. Where someone seeks to
contact a service, for example to make a donation, it is reasonable for a CSO to take the
number of the donor and pass it on to the service for them to make the contact with the donor
themselves.
Any protocols between a CSO and a service re confidentiality, visits, parking, donations and so
on, should be recorded and passed on to a new/relieving CSO. It is advisable that these issues
are discussed with services and agreed by both parties. Any protocols need to be reasonable
and practical for both sides to comply with.


11.3.5 Services funded under National Partnership Agreement on Homelessness (NPAH)
In addition to the relevant additional conditions listed above, all services funded under the
NPA-H must insert the following clauses:
“The National Partnership Agreement on Homelessness is subject to the provisions of the
Intergovernmental Agreement on Federal Financial Relations. Under these provisions, there is a
focus on accountability for better outcomes and service delivery. The Queensland Government
will be required to report to the Commonwealth against performance indicators, interim targets,
outputs and timelines as detailed in Implementation Plans.
Data collection requirements and performance measures may be reviewed and refined as
national data reforms are implemented during the period up to and including 2013.
Evaluation
An evaluation of the Services will be conducted by Us to assess the effectiveness, efficiency
and implementation of the Services as initiatives funded under the National Partnership
Agreement on Homelessness. The evaluation will be guided by an evaluation framework that
identifies key outcomes, performance indicators and evaluation methods.
You agree to participate in the evaluation by:
    1   providing participant and activity data relating to the provision of the Services
    2   participating in focus groups and/completing surveys
    3   collecting data on key outcome measures
    4   providing de-identified information for case studies
    5   supporting access to consenting clients who wish to participate in the evaluation.
The evaluation will comply with the Australasian Evaluation Society’s Guidelines for the Ethical
Conduct of Evaluations (http://www.aes.asn.au/) and the NHMRC’s National Statement on
Ethical Conduct in Human Research. It will also comply with the Information Privacy Act 2009 in
relation to the collection, storage, use and disclosure of information. Client confidentiality and
privacy will be respected.
Findings from the evaluation will be used by Us for: national reporting purposes to the
Commonwealth; to strengthen and improve the delivery of services; and to promote continuous
improvement and innovation.
As a Service funded under the National Partnership Agreement on Homelessness (NPAH)
Services Initiative You must participate, as requested by Us, in any NPAH evaluation
processes.”




Report Template
Insert the report template provided by the Program Area into the Service Agreement (Part C) as
Attachment X.
                                   Homelessness Brokerage Funds
                                         Quarterly Summary Report
                           Quarter from:           insert start date          to insert end date

Services should use Section 1 and/or Section 2 as appropriate.



Section 1: Brokerage used to MAINTAIN accommodation

Purpose                                        Number of occasions                              Amount ($ whole dollars)
Payment of accommodation related expenses
(eg rent arrears, utilities)
Purchase of specialist support services (eg
specialist counselling)
Other expenses to support achievement of
case/support plan *
* Please outline below the main types of expenses in the “other expenses” category above e.g. essential provisions, educational expenses,
medical expenses.




This should be same as performance report      Total clients:                                  Total amount: $



Section 2: Brokerage used to ACCESS accommodation

Payment of accommodation related expenses
(eg bond, utilities)
Purchase of specialist support services (eg
specialist counselling)
Other expenses to support achievement of
case/support plan *
* Please outline below the main types of expenses in the “other expenses” category above eg essential provisions, educational expenses,
medical expenses.




This should be same as performance report      Total clients:                                  Total amount: $

Using Case Studies for Periodic Performance Reporting
Homelessness Program Domain

Background Information:
Case studies are a valuable tool for:
1    demonstrating the benefits or outcomes of a program
2    reflective practice in documenting an organisation’s experiences, results, best practice and
     lessons learned and identifying ways to improve service delivery
3    understanding challenges in working in the field.

 Purpose of the Case Studies
The Department of Communities will use the case studies to inform monitoring of the
performance of funded services and to inform development of programs for people who are
experiencing homelessness or at risk of homelessness.


 The focus of the case studies in the Homelessness Program Domain Periodic Performance
 Reporting is on clients, their experience while being supported by the funded service, and the
 outcomes achieved as a result of the assistance of the funded service, and their own efforts.
 The case studies complement the quantitative data provided through the Periodic Performance
 Reporting process. The case studies can provide a much richer picture of the complexities,
 challenges and achievements of clients who are experiencing homelessness.


Case studies may be published in departmental reports. In the future, it may be useful to use
some case study examples to inform practice and service system improvements or share
reflections and good practice between service providers. However this would not be done
without specific agreement from the relevant service provider.


 There are several steps to follow in preparing your case study:


1. Defining the case study question(s): The first step is to clarify precisely the nature of your
   case study questions. A template is provided over the page which includes suggested
   questions to assist you in developing your case studies. However, you may tailor the case
   study questions to address additional points or issues.

2. Deciding on your source of data: Case studies can incorporate a number of tools and
   sources of evidence. Among these are:
   1      Direct observation
   2       Participant observation
   3       Interviews
   4       Case Service records
   5       Surveys
   6       Questionnaires

When preparing the case study, it is important to consider the reliability of the data and to
minimise errors and biases in data collection and analysis. The use of multiple tools and data
sources can assist in this process.


3. Obtaining consent: If services use case service records or interviews to assist in
   preparing case studies, consent will need to be obtained from clients or interviewees. A
   sample consent form is attached. In terms of protecting client privacy and confidentiality, it
   is critical that data is de-identified (i.e. no names), and that any identifying information is
   removed (eg any information that is so specific and unique to that individual that they could
   be identified from this information).

Preparing the Case Study: A guide is provided over the page to assist you in preparing case
studies for Periodic Performance Reporting


Case study template

Key questions to guide your case study:
   1 Who? Give a title e.g. Ms X, not real name, or it may be a group eg budgeting course,
      support group.
   2 Why? Explain the background of the client/group and any presenting issues.
   3 What? Outline the actions taken. What happened?
   4 How long? What was the length of time covered by the case study? How many hours of
      work were involved? How long did the group run and for how many hours?
   5 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.
   6 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?
   7 What did you learn for improving service delivery and practice? Describe any
      lessons learnt, successes and barriers or challenges that impacted on the achievement
      of outcomes? What are the key learnings, and how can these be incorporated into future
      service delivery and practice?

Use the questions as prompts to assist you in developing your case study. You may choose to
answer the questions directly or you may choose to cover them through your ‘story’ of the case
study. Quotes from client/s can be very powerful, just remember to get consent for use of any
quotes.
If you have other questions or areas that you feel need to be included, please do. Remember:
keep it brief! Information can be provided in dot-point format.
CASE STUDY CONSENT FORM


Consent                                  I give my consent for de-identified information
                                         provided by me to XXXXXXXXXXXXXX Service to
                                         be used to develop a case study to assist in the
                                         performance reporting of the service.


                                         I consent to the use of quote/s I have provided to
                                         XXX Service to be used in the case study.
                                         (Remove this section or strike through if not
                                         needed.)
Name (please print)

Signature




Information
What will the information be used for?   XXXXXXXX Service is funded by the Department
                                         of Communities. As part of the funding agreement,
                                         XXXXXX Service must report to the Department of
                                         Communities about how the service is assisting
                                         people and what results are being achieved. These
                                         reports may include case studies that demonstrate
                                         client experiences and outcomes.
                                         The Department of Communities will use the case
                                         studies to inform their monitoring of the
                                         performance of the funded service and to inform
                                         development of programs for people who are
                                         experiencing homelessness.
                                         The case studies may be published in government
                                         reports.
What you will be asked to do?            If you agree to participate, we will use the case
                                         notes we have on file to construct a de-identified
                                         case study about your experience of the service.
Your participation                       The case study will not use your name, but will
                                         instead refer to say “person X”. Any specific
                                         information that might identify you will not be
                                         included.
What if I change my mind?                You may withdraw your consent at any time and
                                         your information will not be used. Please notify
                                         [insert name of contact staff member] if you would
                                         like to withdraw consent or would like further
information about the case study.
                                                Attachment 3
Service delivery principles
1    Client Practice Principles
1.1 Support is based on the needs of the client, in the context of case management, doing “whatever it
    takes” (within the scope of the service delivery model) to make the move to housing as quickly as
    possible.
1.2 Where possible, no client should exit the service into homelessness
1.3 Support is provided for as long as needed, with capacity for support to be ‘stepped up’ during
    periods of crisis and reactivated after formal or informal exit from service
1.4 Support is proactive, persistent, reliable, practical and comprehensive
1.5 Services will cooperate and coordinate with other services, and where appropriate collaborate and
    integrate service delivery, in order to support positive outcomes for clients
1.6 Service delivery is directed at minimising client’s dependency on homelessness services and
    maximising their capacity for independent living
1.7 The use of available personal, mainstream and community resources is maximised to ensure
    sustainability of client outcomes
2    Workforce Practice Principles
2.1 Strong, trusting relationships between workers and clients
2.2 Staff teams are well trained and culturally and professionally diverse (where possible)
2.3 Strong capabilities around building relationships with and motivating vulnerable people, assessing
    needs and advocating for the client to other agencies
3    Service Design Principles
3.1 Low or no entry requirements for clients, for example:
   access and level of service should not be affected by the client’s ability to pay a service charge or
     rent
   rather than excluding clients with challenging behaviours, services should develop alternative
     processes for managing these clients (within a risk management framework)
3.2 Service design and delivery (hours, practices and rules) are flexible and sensitive to the needs of
    individual clients and the target group
3.3 Mechanisms are in place to allow meaningful client participation in service planning, design and
    evaluation
3.4 Strategies are developed and regularly used to determine effectiveness and appropriateness of the
    service delivery model in supporting clients to obtain, establish or sustain tenancies.
3.5 The physical design and features of the “Centre” are welcoming, friendly and provide a safe and
    supportive environment that is easily accessible and culturally sensitive
3.6 The service is delivered in an appropriate location/s
3.7 The service is close to public transport, easy to contact and visit via phone, online information and
    open for drop - in visits and appointments

								
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