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					                                                                                Initiative Specifications
                                                                                                 v4.0 May 2012



          Transitional Supported Accommodation [H/M/L]
            Program Owner – Homelessness Programs
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
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 &                Reporting Due
                                        Performance Reporting               Dates
                                        Frequency
 Use the Service Agreement              Frequency to be determined          Quarterly
 (Part C), Specifications for           by contract manager based on        Qtr 1: Jul – Sep
 Community and Homelessness             assessed risk.
 Services                                                                   Qtr 2: Oct – Dec
                                            NB: Outputs reporting           Qtr 3: Jan - Mar
                                            prescribes quarterly            Qtr 4: Apr – Jun
                                            requirements for the first 12
                                            months. Refer to Additional     By the 28th day of
                                            Conditions                      the month 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
Services will provide Transitional Supported Accommodation as follows:
Purpose of Funding Statement
Services will assist clients to transition from homelessness to being housed.


Service Delivery Model
Services will provide clients with transitional temporary accommodation and case management support that
includes specific planned programs/activities for developing clients' skills for independent living and sustaining
tenancies.




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The following is provided for information and is not to be copied in to service agreements:
Immediate access may not always be possible as placements may require planning and specific assessment of
client need for this type of support.
The need for supervision and a staff presence to ensure safety and amenity in the accommodation will vary
dependent on a number of factors - the target group/s (age, levels of maturity, and complexity of need), the
property type and configuration, and client mix.
Insert the applicable descriptor/s (High, Medium or Low) of staff presence for the funded service.
Combine descriptions when more than one applies.
A high level of supervision/staff presence will be provided to accommodation by staff based onsite and present
at all times with staff on awake or sleep shift at night.
A medium level of supervision/staff presence will be provided to accommodation by staff based on site and
present for some shifts whilst other hours will be covered on an on call/return to work basis.
A low level of supervision/staff presence will be provided to externally supported independent units of
accommodation by staff who will not be based on site and who will have limited hours of availability.

Brokerage may be included as a component of this service type – please consult the program area.

Initiative-level Service Elements
The elements below must be included in all Service Agreements for this Initiative
Services will provide case management through a high level of direct service delivery to clients accommodated
in the properties listed at Attachment 5 that includes:
•   Initial and ongoing assessment of client needs
•   Initial and ongoing risk assessment and safety planning, as needed
•   Housing assistance and advocacy
•   Supporting the client to establish and sustain housing
•   Emotional and practical support
•   Advocacy and assistance to access housing and specialist services for example, drug or alcohol, mental
    health, domestic and family violence support, legal, budgeting and debt management and any other
    mainstream services
•   Facilitating social contact with family and friends and forming new social networks, as needed
•   Facilitating access to education, volunteering, employment and leisure activities
•   Facilitating transition to mainstream services and to community supports
•   Specific planned activities/programs for developing clients' independent living and tenancy sustainment
    skills
•   Follow up support to clients who have exited temporary supported accommodation


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

Service delivery principles
The service will operate in accordance with the Service Delivery Principles as specified in Attachment 4.

Service Setting
S2.1.04
Transitional accommodation facility



For contract development purposes - do not copy into the Service Agreement
A special-purpose facility providing accommodation and support as part of the transition between a supported
living environment and independent living.



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                           Transitional Supported Accommodation [H/M/L]

Include
• Halfway houses

Use the following code for services not reflected in the list above:
S2.1.99 Supported independent living, not elsewhere classified


Exclusions
For contract development purposes - do not copy into the Service Agreement
Funding is not provided for:
• Services that only offer temporary supported accommodation without providing specific planned
    programs/activities directed at developing clients' skills at independent living and sustaining tenancies.


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
A05.4.01                               Refer to Service elements.
Temporary supported
accommodation

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


Funding Area
Program Domain: Homelessness

Initiative: Transitional Supported Accommodation [Insert the level of supervision/staff presence from the
Service Delivery Model here eg H = High, M = Medium and/or L=Low].

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 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 Homelessness
Program Guidelines located at http://www.communities.qld.gov.au/housing/community-and-homelessness-
programs/homelessness-programs/guidelines-for-specialist-homelessness-services

Insert <Secondary Target Group><Primary Target Group/s> who are homeless or at imminent risk of
becoming homeless (Broad Target Group)

Example Aboriginal and Torres Strait Islander young people who are homeless or at imminent risk of
becoming homeless



Delivery of Services
Milestones
Insert <Not applicable – Intentionally deleted>


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                           Transitional Supported Accommodation [H/M/L]



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
 A05.4.01                    Providing support to people in   places      <insert              <insert target
 Temporary supported         designated temporary                         negotiated           number of
 accommodation               accommodation. The main                      output quantity>     clients>
                             characteristic of this type of
                             supported accommodation is
                             it is short term and is NOT
                             provided to people in long
                             term housing.
 Reporting Frequency:                   Due Date:
 <insert frequency>                     <insert due date>


Note: Temporary Supported Accommodation is provided on the basis of duration of need which means
providing the accommodation and/or support for as long as the client requires it.
Client targets are calculated based on a turnover figure to reflect the average potential duration of stay based
on like services and evidence of good practice. It is acknowledged that the actual duration of stay averages
may be different due a range of factors.
Where factors impact on the service’s ability to achieve client targets outside of allowable tolerances, services
are required to provide an explanation through output reporting.
It is not expected that services exit clients from accommodation before support needs are met in order to meet
client targets. It is acknowledged that support may extend beyond the duration of stay.


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




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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
                     background
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 Yes/No [OPTIONAL MEASURE services have the option to submit case
                     studies if they choose]
                     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>




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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
 A05.4.01                   places          Target                         Target
 Temporary supported                        The department calculates      The total number of places available is
 accommodation                              the target by counting the     the number of accommodation units
                                            number of accommodation        multiplied by the number of nights in the
                                            nights available to clients    counting period.
                                            over the counting period.
                                                                           A supported accommodation service
                                            The number of funded           has accommodation places for 6 people
                                            places should be the same      per night or 6 units of accommodation.
                                            as the usual capacity of
                                                                           The number of accommodation nights
                                            your service.                  in the quarter is 91. So the total number
                                            The department does not        of places available is: 6 x 91 = 546.
                                            exclude places where           A Families supported accommodation
                                            rooms, properties or beds
                                                                           service has 12 units of
                                            are temporarily unavailable,   accommodation/properties available for
                                            e.g. due to repairs or a       homeless families.
                                            critical incident.
                                                                           The properties range from two bedroom
                                            Provided
                                                                           flats to four bedroom houses. In general
                                            Count the number places        one family is accommodated in each
                                            provided to clients who are    property. Count one accommodation
                                            the Presenting Unit Head.      unit for each property.
                                            You can give an                Provided
                                            explanation for any            Example 1
                                            underutilisation in the
                                            comment section of the         A TSA for young people operates a
                                            "places provided output        shelter that can accommodate six
                                            measure"                       young people. Assume there are 92
                                                                           nights in the counting period.
                                                                               For 55 nights the shelter was full, (it
                                                                               provided 6x55 nights) = 330 ‘places’
                                                                               For 33 nights five clients were
                                                                               accommodated, (it provided 5x33
                                                                               nights) = 165 ‘places’
                                                                               For the remaining four nights, due
                                                                               to a critical incident at the service,
                                                                               the service had only three clients, (it
                                                                               provided 3x4 nights) =12 ‘places’.

                                                                           The total number of ‘places’ provided by
                                                                           this service for the counting period is
                                                                           507.
                                                                           Example 2
                                                                           On a given night, a service had 8 men
                                                                           in their TSA for single men, two
                                                                           individual clients in each of their 2 x 3
                                                                           bedroom ‘share houses’ for young


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                                                                           people, and 3 single parent families in
                                                                           their 3 x 3 bedroom houses for families,
                                                                           the service would have 15 ‘places’
                                                                           provided for that night [8+4+3=15].
                                                                           Calculation
                                                                               8 men in an 8 bed single men’s
                                                                               service = 8 places
                                                                               Two individual clients in each of the
                                                                               2 x 3 bedroom share houses = 4
                                                                               places
                                                                               3 single parent families in 3 x 3
                                                                               bedroom houses = 3 places

                                                                           Total = 15 places for that night
                                                                           ‘places’ would need to be calculated
                                                                           and counted as above for each night of
                                                                           the counting period and then totalled to
                                                                           get the number of places provided.
                                                                           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, Q2 on the Initial
                                                                           Client Form and Q2 on the Ongoing
                                                                           Client Form.
                                                                           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
                            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


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                                                                              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


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
                                        Count the number of        service. Count as 15 clients.
                                        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.

                                        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   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 now closed. Count as 11.
                                        If there are multiple
                                        support periods for an     SHIP OR OTHER CMS USERS:
                                        individual client, count   You can use the reporting function in SHIP or other


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 Performance Measure                    Counting Rule              Examples
                                        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



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 Performance Measure                    Counting Rule              Examples
                                                                   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.
                                                                   The number is derived by counting the number of
                                        1 Renter – private         clients in the categories listed less the number
                                        housing                    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       Initially this information will need to be manually
                                        housing                    counted. In time the data may be able to be
                                        4 Renter – transitional    extracted using the reporting function in SHIP or
                                                                   other CMS.
                                        housing
                                        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
                                                                   submitting your monthly data to AIHW so that you
                                        9 Rent free – private      can total it at the end of the quarter.
                                        housing
                                        10 Rent free – public
                                        housing
                                        11 Rent free –
                                        community housing
                                        12 Rent free –
                                        transitional housing
                                        13 Rent free – caravan



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 Performance Measure                    Counting Rule               Examples
                                        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 each client who       SHIP USERS:
 Aboriginal and/or Torres Strait        identifies as Aboriginal    You can use the reporting function in SHIP to
 Islander                               and/or Torres Strait        generate this number.
                                        islander.
                                                                    PAPER FORM USERS:
                                        (Client count includes      Relates to Section 1, Q3 on the Initial Client Form
                                        children)                   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




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 Performance Measure                    Counting Rule              Examples
 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 non-              where the client           for support, 15 clients were sleeping in parks or
 conventional accommodation             identified as having an    riverbanks, 5 were squatting in abandoned
 immediately before presentation        episode of sleeping        buildings and 10 were staying with friends. Of
                                        rough or in non-           these, 20 are identified as having experienced
                                        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



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 Performance Measure                    Counting Rule            Examples
                                                                 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 three brief         Complete the report in   For more information on preparing case studies
 case studies that demonstrate          the case study           refer to the Guide to using case studies for
 client experiences and                                          Periodic Performance Reporting provided below
 outcomes Yes/No                                                 this table.


 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.


For more information regarding the Specialist Homelessness Services Collection go to
www.aihw.gov.au/SHSC


                            Using Case Studies for Periodic Performance Reporting
                                            Homelessness Program Domain


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

Purpose of the Case Studies
The Department of Communities, Child Safety and Disability Services 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.



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2. Deciding on your source of data: Case studies can incorporate a number of tools and sources of
   evidence. Among these are:
   • Direct observation
   • Participant observation
   • Interviews
   • Case Service records
   • Surveys
   • 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
The following key questions are provided to guide you in preparing case studies for Periodic Performance
Reporting:
   • Who? Give a title e.g. Ms X, not real name, or it may be a group eg budgeting course, support group.
   • Why? Explain the background of the client/group and any presenting issues.
   • What? Outline the actions taken. What happened?
   • 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?
   • 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?
   • 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.




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CASE STUDY CONSENT FORM


Consent                                          I give my consent for de-identified information
                                                 provided by me to "insert name of 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
                                                 "insert name of 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?           "insert name of service" is funded by the Department
                                                 of Communities, Child Safety and Disability Services.
                                                 As part of the funding agreement,
                                                 "insert name of service" must report to the
                                                 Department of Communities, Child Safety and
                                                 Disability Services 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, Child Safety and
                                                 Disability Services 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.




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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     Homelessness specific additional conditions
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 11.3.1 and
specific conditions for individual service types or initiatives are detailed from 11.3.2 to 11.3.6.


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, Child Safety and Disability Services 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:
•   meet the directions and priorities governed by the Commonwealth Supported Accommodation Assistance
    Act 1994 (SAAP) and its successors in legislation;
•   comply with relevant standards for service delivery;
•   provide Service Users with the Services in accordance with “SAAP case management principles and
    practices”;
•   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.
•   Participate, as requested by the department, in all performance monitoring and evaluation processes.
•   Use the Vacancy Capacity Management System (VCMS) in accordance with the policy and conditions
    included at Attachment 3.


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.


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11.3.3 Services targeting young people
11.3.3.1          All services
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 plan:
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 supplied by us.
The guidelines are available at:
http://www.communities.qld.gov.au/resources/housing/community-programs/homelessness-
programs/supporting-young-people-under-16years-of-age-guidelines-for-good-practice-for-specialist-
homelessnessservices-2011.pdf
11.3.3.2          Temporary Supported Accommodation
There are additional conditions related to the Memorandum of Understanding between the previous
Department of Communities and the previous Department of Child Safety regarding the ‘placement’ by
the previous Department of Child Safety of an unaccompanied child or young person in the care of the
state in a SAAP youth service. All of the conditions below need to be added to service agreements for
homelessness program funded crisis youth accommodation services.
Please note: the following conditions are based on the Memorandum of Understanding (MOU) between
the previous Department of Communities and the previous Department of Child Safety which expired in
November 2009. Although the MOU is no longer current, the conditions will remain.
Your organisation must accept placement of children and young people involved with the Department of
Communities, Child Safety and Disability Services (Child Safety Services) under the Child Protection Act 1999
only:
    • where it is determined by the Department of Communities, Child Safety and Disability Services (Child
       Safety Services) to be in the best interests of the child/young person;
    •    on an emergency basis until a more suitable placement can be arranged; and
    •    where there are appropriate casework supports in place.
Your organisation must not prioritise clients on the basis of referral by a government department.
Your organisation must only accept Department of Communities, Child Safety and Disability Services (Child
Safety Services) placements for children aged 13 years and above.
If your organisation accepts a placement of a child/ren and young people involved with the Department of
Communities, Child Safety and Disability Services (Child Safety Services) under the Child Protection Act 1999,
the placement will be for the duration of three working days or less, unless you agree to extend beyond this
period and the agreement is endorsed by the local Regional Director (Department of Communities, Child Safety
and Disability Services – Sport, Recreation and Community Participation) or their delegate. Where a
placement is extended past three working days, a written agreement must be completed. The agreement
should include: arrangements for health, education, religion, cultural, family contact, behavioural needs,
transitional plans for the child/young person; identification of roles and responsibilities for all parties involved;
and a date as agreed upon by all parties for the review of the agreement. This process must include the
involvement of an Indigenous Recognised Entity in cases relating to Aboriginal or Torres Strait Islander children
or young people.
Your organisation must give consideration to the ages and needs of the other clients in the service and the
need to avoid unreasonable risks from older clients when considering access to your service by children/young
people who are in the care of the Department of Communities, Child Safety and Disability Services (Child
Safety Services).
At any point in time, children and young people who are the responsibility of the Department of Communities,
Child Safety and Disability Services (Child Safety Services) must not constitute the majority of clients of your
organisation.
Your organisation must allow the Department of Communities, Child Safety and Disability Services (Child
Safety Services) caseworker access to your premises for the purpose of providing support to Department of
Communities, Child Safety and Disability Services (Child Safety Services) clients.



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Your organisation must provide your usual service as is normally provided to SAAP clients to clients who are
subject to a child protection order under the Child Protection Act 1999. Any additional support must be
negotiated between your organisation and the Department of Communities, Child Safety and Disability Services
(Child Safety Services).
If your organisation becomes aware that a child or young person who has self referred to your service is subject
to a child protection order under the Child Protection Act 1999, you must
     • inform the Department of Communities, Child Safety and Disability Services (Child Safety Services)
         within 24 hours;
    •    inform the local Regional Director (Department of Communities, Child Safety and Disability Services –
         Sport, Recreation and Community Participation) or their delegate within two working hours if the child is
         under 13 years old; (working hours means –Monday to Friday, 9am to 5pm).
If your organisation has concerns that a child or young person involved with your service is experiencing intra-
familial harm or is at risk of intra-familial harm, you must notify the Department of Communities, Child Safety
and Disability Services (Child Safety Services) of your concerns.
If your organisation has concerns that a child or young person involved with your service is experiencing extra-
familial harm or at risk of extra-familial harm, you should notify the Queensland Police Service.
Your organisation must share such Information as is necessary for the best interests, wellbeing and safety of
the child or young person, with the Department of Communities, Child Safety and Disability Services (Child
Safety Services).
In the event of an emergency relating to a child or young person who is the responsibility of the Department of
Communities, Child Safety and Disability Services (Child Safety Services), your organisation must:
     • during office hours – contact the Child Safety Service Centre (CSSC) with case management
         responsibility, notifying them of the incident. In the event that the designated Child Safety Officer for the
         child or young person is not available, contact should occur with the CSSC intake officer;
    •    out of office hours – contact the Department of Communities, Child Safety and Disability Services
         (Child Safety Services) After Hours Service Centre on Ph: 3235 9999 or 1800 177 135; and
    •    notify the Department of Communities, Child Safety and Disability Services (Child Safety Services) in
         accordance with the Notifying Major Incidents section of the standard Service Agreement (Section
         4.10).
Your organisation must attempt to resolve disputes regarding casework matters directly with the Department of
Communities, Child Safety and Disability Services (Child Safety Services) staff involved. If the matter cannot
be resolved in this way you must contact your Community Support Officer, Department of Communities, Child
Safety and Disability Services .
Your organisation must collect qualitative and quantitative data related to the service provided by you to
Department of Communities, Child Safety and Disability Services (Child Safety Services) clients and provide
feedback to the Department of Communities, Child Safety and Disability Services - Housing & Homelessness
as requested.


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 Us.
The following is provided for information and is not to be copied in to service agreements:
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

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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 Drug Court Initiative
Agencies funded under the Drug Court Initiative to provide accommodation support services to Drug
Court participants on an Intensive Drug Rehabilitation Order (IDRO) must insert the following clause:
You must conform with the Drug Court Program: Joint Practice and Procedures as supplied by Us and updated
from time to time by the Department of Justice and Attorney General in consultation with Us.


11.3.6 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:
     •    providing participant and activity data relating to the provision of the Services
     •    participating in focus groups and/completing surveys
     •    collecting data on key outcome measures
     •    providing de-identified information for case studies
     •    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.



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                                            Attach to all service agreements:
                                                      Attachment 3


Vacancy Capacity Management System (VCMS) - Policy
1. Use of Our Online Systems
    1.1. Definitions
      In this policy the following words and phrases shall have the following meanings:
      “Data” means any data, information and associated details, including confidential information and
      personal information.
      “Our online systems” means any system of equipment, programs and Data which can be accessed via
      the internet which we may direct you to use in the course of providing services at any time during the
      term. This includes, but is not limited to, the Vacancy Capacity Management System.
      “Vacancy Capacity Management System (VCMS)” means our system of equipment, programs and
      Data which can be accessed via the internet and which provides vacancy and capacity information of
      specialist homelessness services across Queensland, and any updates, new releases or replacements
      which we may make available from time to time.
    1.2. Your Obligations
      (a) You are required to use our online systems.
      (b) You will use our online systems and information obtained from those systems only for the purpose of
          providing the services.
      (c) You will comply with any protocols, procedures, frameworks and any other written directions we give
          you regarding the use of our online systems.
      (d) You will comply with any password requirements.
      (e) You will ensure that your employees, volunteer workers, officers and contractors comply with the
          obligations listed in 1.2.
    1.3. Your Employees
      (a) You will ensure that access to our online systems is restricted to those of your authorised employees,
          volunteer workers, officers and contractors who require access in order to perform their duties.
      (b) You will ensure that your employees, volunteer workers, officers and contractors do not access or
          use our online systems or disclose information obtained from those systems other than in the
          performance of their duties.
      (c) You acknowledge it is a fundamental term of the Service Agreement that you must not, and must
          ensure that your employees, volunteer workers, officers and contractors do not, provide or permit
          access (for a fee or otherwise) to our online systems or information obtained from those systems to
          any person not otherwise authorised to have access under the Service Agreement.
      (d) We require your employees, volunteer workers, officers and contractors to undertake online training
          before we grant them access to our online systems.
    1.4. Undertaking
      (a) We may at any time require you to give, and for you to arrange for your employees, volunteers
          workers, officers and contractors to give written undertakings in a form reasonably required by us
          relating to the use and access to our online systems.
    1.5. You will notify us
      (a) You must notify us immediately if you know or suspect that our online systems or information
          obtained from those systems has been accessed by unauthorised persons or used for unauthorised
          purposes.




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    1.6. Minimum System Requirements
      (a) Our online systems use internet technology. It is your responsibility to meet the technology
          requirements in relation to the use of our online systems. The minimum system requirements are
          versions 7.0 or later of either Netscape Navigator or Microsoft Internet Explorer. Some features of
          our online systems (including high-strength 128 bit SSL encryption) may not work if your browser
          does not meet the minimum system requirements. The technology requirements may vary from time
          to time.
      (b) You warrant that so far as the performance of our online systems relies on the functioning or
          operation of any aspect of equipment or software owned or used by you, that equipment and software
          will not adversely affect the operation of any of our equipment or software.
    1.7. Accuracy of Data
      (a) We do not warrant that our online systems, including the data on those systems, are free of
          inaccuracies, defects or errors.
      (b) You will ensure that any information you or your employees, volunteers workers, officers and
          contractors post in our online systems is accurate and updated as often as practicable and as
          appropriate to the Service.
    1.8. Security Requirements
      (a) Use of our online systems is restricted to your employees, volunteer workers, officers and
          contractors, whose names have been notified to us.
      (b) You will notify us immediately of employees, volunteer workers, officers and contractors who no
          longer require access to our online systems because their employment has been terminated or their
          duties have changed, or any other reason.
      (c) You must ensure all data and our material accessible by you is protected at all times from:
                     (i)    unauthorised access or use;
                     (ii)   unauthorised disclosure;
                     (iii) use by a third party; and
                     (iv) mis-use or unauthorised damage or destruction by any person.
      (d) The physical environment from which our online systems are accessed should feature:
                     (i)    access control;
                     (ii)   physical barriers to deter or delay unauthorised entry; and
                     (iii) security monitoring systems to report or detect unauthorised entry.
      (e) Where the security of your premises or systems has been breached and there is a possibility that
          data or our material may have been compromised, you must report the incident to us immediately
          upon becoming aware of the breach.
    1.9. Variation of Our online systems
      (a) We have the right to change or discontinue any or all features of our online systems, including
          content, hours of availability, pricing, and/or equipment required for access at any time, for any
          reason. Any such change or discontinuance will be effective immediately upon this website being
          updated to reflect the change or discontinuance.
      (b) We will endeavour to notify you of any change to or discontinuance of any feature of our online
          systems by notice on this website.
      (c) We may cease to provide you and your employees, volunteers workers, officers and contractors, with
          access to our online systems at anytime (with or without prior notice).
    1.10. Suspension of access
      (a) We may suspend your access to any part of our online systems at any time if we consider it
          necessary (acting reasonably) for any reason, including (without limitation):
              (i)     because of any breach or suspected breach of this policy;
              (ii)    to perform system maintenance, upgrades or repairs; and/or


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              (iii)   if we exercise our right to change or discontinue any or all features of our online systems
                      under 1.9.
    1.11. Disclaimer
      (a) Our online systems are made available by us as an information source only. The data is provided
          solely on the basis that you are responsible for making your own assessment of our online systems.
          You are advised to verify all relevant representations, statements and information, and the accuracy,
          completeness and currency of all data contained in our online systems.
      (b) Our online systems are made available to you on an “as is” basis. We make no statement,
          representation or warranty of any kind concerning our online systems and expressly exclude any
          implied warranty that our online systems are free of infection by computer viruses or other
          contamination, or that it is or will remain accurate, adequate, and current, of any particular quality,
          complete, non-infringing or suitable for any particular purpose. You acknowledge and accept that any
          access to, download, use, reproduction or storage of, or reliance on, our online systems are at your
          own risk. If the data in our online systems becomes inaccurate or out of date, we may decide in our
          discretion to release updates or new releases of our online systems from time to time, or to
          discontinue our online systems. It is your responsibility to ensure that you use the most current
          versions of our online systems and that you do not continue to use our online systems if it is
          discontinued.
      (c) We disclaim all responsibility and exclude all liability (including, without limitation, in negligence) for
          all direct or indirect expenses, losses, damages and cost that you or any third party might incur for
          any reason as a result of any access to, download of, use of, or reliance on all or part of our online
          systems, including by reason of the data being inaccurate, insufficient, out of date or incomplete for
          any purpose.
    1.12. Indemnity
      (a) In consideration of our consent to your access to our online systems, you agree to permanently and
          unconditionally indemnify us from and against all direct or indirect expenses, losses, damages and
          costs which we may incur, and any third party claims which may be made against us, arising out of or
          in connection with your access to, download, use, reproduction or storage of our online systems, or
          any breach by you of this policy direction.
      (b) We will not be liable to pay any compensation or other amount as a consequence of us exercising our
          rights under this policy direction, including (without limitation) if we decide to suspend and/or
          terminate your access to our online systems, and/or discontinue all or part of the features of our
          online systems.




Transitional Supported Accom_v2_June 2012                                                                         22
                           Transitional Supported Accommodation [H/M/L]


                                            Attach to all service agreements:
                                                      Attachment 4

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 Program/activities are based on the needs of individual clients and the target group
1.4 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
1.5 Support is proactive, persistent, reliable, practical and comprehensive
1.6 Services will cooperate and coordinate with other services, and where appropriate collaborate and
    integrate service delivery, in order to support positive outcomes for clients
1.7 Service delivery is directed at minimising client’s dependency on homelessness services and maximising
    their capacity for independent living
1.8 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 Good quality accommodation with capacity for client privacy and a home-like atmosphere.
3.2 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)
3.3 Vacancies are kept to a minimum and a level of support provided to all referrals, for example no waiting
    list for these services.
3.4 Service design and delivery (hours, practices and rules) are flexible and sensitive to the needs of
    individual clients and the target group
3.5 Mechanisms are in place to allow meaningful client participation in service planning, design and evaluation
3.6 Strategies are developed and regularly used to determine effectiveness and usefulness of the service
    delivery model in supporting clients to obtain, establish or sustain tenancies.




Transitional Supported Accom_v2_June 2012                                                                        23
                           Transitional Supported Accommodation (H/M/L)


                                            Attach to all service agreements:
                                                      Attachment 5
                                              List of supported properties

Address/Suburb                        Target group         Minimum units of     Level of supervision
                                                           accommodation

                                                   <insert total minimum
                                      Total
                                                   units of accommodation>
List suburb or town in address section for properties with confidential addresses.

Note: Any changes to the property table above will require the negotiation of a variation under the
Service Agreement (Part A) – Standard Terms of Funding. Contact your regional departmental contact
officer if changes are required.




Transitional Supported Accom_v2_June 2012
                                                                                                 - 24 -
                                Transitional Supported Accommodation (H/M/L)


                         Attach this report to agreements for services funded for brokerage:
                                                    Attachment 6
                                        Homelessness Brokerage Funds
                                              Quarterly Summary Report
                                 Quarter from: insert start date to insert end date
Services to complete Sections 1 and/or 2 as appropriate
Section 1: Brokerage used to MAINTAIN accommodation
Occasions provided
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.




Individual clients assisted
                                                            1                                             2
This should be same as performance report      Total clients :                              Total amount : $


Section 2: Brokerage used to ACCESS accommodation
Occasions provided
Purpose                                        Number of occasions                          Amount ($ whole dollars)
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.




Individual clients assisted
                                                            3                                             4
This should be same as performance report      Total clients :                              Total amount : $




Note:
1& 3
   Total number of individual clients assisted with brokerage. Clients may be assisted on more than one
occasions for multiple purposes eg payment of bond and specialist counselling.
2&4
      Total amount of brokerage provided during the quarter (across all occasions).




Transitional Supported Accom_v2_June 2012                                                                                              25

				
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