Humanitarian Settlement Program Business Plan for Service Provider Name

Appendix L

[Business Name] [Main Business Address] ABN: [ABN] ACN: [ACN] Domain Names: [registered domain names]

Humanitarian Settlement Program Business Plan for [Service Provider Name] Financial Year 2017-2018

2 Contents

3 1. Purpose of the Business Plan

The Business Plan will define how the Service Provider intends to deliver the Humanitarian Settlement Program (HSP) for each Financial Year throughout the Contract Term. In developing the Business Plan, the Service Provider will set out frameworks and procedures governing best practice, and detail service delivery methods for all the Settlement Services, including potential challenges and constructive planning to manage issues. The Service Provider will outline how they will monitor risks and issues and measure success and include strategies for achieving the Program Objectives, supporting the Service Delivery Principles, meeting the Key Performance Indicators (KPIs) and other Contract requirements. The Business Plan will be developed in collaboration with all Subcontractors where any part of the Settlement Services is being delivered by a Subcontractor. The Service Provider will report on progress against the Business Plan through Six-Monthly Reports to the Department. The Business Plan must be reviewed with the Department by no later than 30 May of each year. The final revised Business Plan must be provided to the Department by 30 June each year (or the next Business Day), and implemented from 1 July each year.Service Provider Structure

4 Figure 1: Example Organisation Chart

[Insert Service Provider’s organisational structure and/or narrative for the delivery of the HSP]

2. Management [Provide detail on Board members, committee members etc.]

5 3. Governance

[Provide detail on the structure of the organisation including:  consortium/Subcontractor arrangements (if applicable)  planning for organisational change required for Transition In (this will also be detailed in the Transition In Plan)  protocols to manage: o decision making o communications within the organisation, with Subcontractors and external organisations o shared knowledge and understanding of current tools, policies and procedures of the Service Provider o issues of contract non-compliance and conflict resolution  service quality standards and service delivery methods  financial arrangements, such as payment to Subcontractors, preparation of monthly financial reporting, preparation of annual audited statements] 4. Staffing

[Outline strategies for the following:  Retaining relevant qualified staff, and maintaining their skills  Ensuring staff are appropriately trained, e.g. WHS, First Aid  Ensuring all staff have the relevant checks including Police, Working with Vulnerable People  24 hour accessibility to Clients, IOM and the Department  The use of Volunteers.]

6 5. Service Delivery Strategy Research shows that early settlement assistance, targeted to individual needs, supports refugees and humanitarian entrants to settle more quickly and successfully adjust to the changes in their lives. The HSP aims to build the skills and knowledge for social and economic wellbeing of refugees and humanitarian entrants. The Service Provider must provide detailed plans/strategies for how they will achieve the Program Objectives, including how they will address the following:  Meeting or exceeding KPIs  Access and Equity  Case Management Services  Orientation  Accommodation, including Basic Household Goods  Service Coordination, including Stakeholder Engagement, Employment and Orientation When developing the strategies, Services Providers should consider the following:  Objective: What are you aiming to achieve through this strategy?  Activity: What activities will you need to undertake to achieve the objective?  What risks/issues have been identified? How will you mitigate/treat these?  Measures of Success: How will you track your performance? How will you know that your strategies are working/have been successful? This will be a key component of the Service Provider’s Six-Monthly Reporting of performance against the Business Plan.

6. Vision Statement [Outline the Service Provider’s future plan for the business in delivering the HSP. It should state clearly what your overall goals are for Clients and the community through your delivery of the HSP.]

7 7. Risk Management [Outline program level emerging issues/challenges which could impact on the delivery of Settlement Services and strategies to address them.]

8. Key Performance Indicators The Service Provider must ensure that it meets or exceeds the Program Key Performance Indicators (KPIs). The Service Provider is required to develop strategies for how they will meet or exceed the KPIs, including identifying any issues/risks and mitigation strategies, and how they will determine if the strategies were successful. 9. Key Performance 10.Activities 11.Issues/Risks 12.Measures of Indicator (KPI) & Mitigation Success Strategies 70% of Clients aged 15 years and over, achieve Key Outcomes of HSP Orientation at the ‘knowledge’ level (as set out in the Orientation Facilitator’s Guide) within seven (7) months of arrival to Australia 60% of Clients aged 15 years and over, achieve Key Outcomes of HSP Orientation at the ‘application’ level (as set out in the Orientation Facilitator’s Guide) within twelve (12) months of arrival to Australia 95% of Clients aged 18 or over are supported to attend English language lessons within six (6) months of arrival to Australia 30% of Clients (aged 18-65 years) are supported to enrol in education and

8 training within twelve (12) months of arrival to Australia 80% of Clients (aged 18-65 years) are supported to engage in employment services within twelve (12) months of arrival to Australia 95% of Clients have received all Settlement Services, identified as a need through their Case Management Plan prior to Exit 30% of Tier 1 Clients (aged 18-65 years and who are seeking work and available for work) are employed at Exit 20% of Tier 2 Clients (aged 18-65 years and who are seeking work and available for work) are employed at Exit 95% of Mandatory Data is entered into the HSP System within five (5) Business Days of the delivery of a Settlement Service 13. Access and Equity The Service Provider must give Clients the opportunity to communicate their needs in the language of their choice. It is also essential that information is communicated accurately to Clients and that cultural sensitivities and confidentiality are taken into account at all times. In developing the strategy, Service Providers must provide detail as to how they will ensure Access and Equity for Clients, including but not limited to:  the provision of written communication for Clients;  the engagement of professional assistance for translating and interpreting services; and  the use of other people with the required language skills, such as bilingual workers or Volunteers.

14.Objective 15.Activity 16.Issues/Risks & Mitigation 17.Measures of Strategies Success

9 10 18. Case Management Services Case Management is a key component of the HSP. Service Providers must deliver Settlement Services to Clients on an as needs basis, tailored to individual requirements, and in accordance with the Case Management Framework. In developing the strategy to provide Case Management Services, Service Providers must provide detail as to how they will implement the Case Management Framework, including strategies for:  ensuring suitably qualified people are engaged in the role of Case Manager;

 the development of Case Management Plans for each Client within the specified timeframe;

 the regular review and monitoring of Clients’ Case Management Plans;

 implementation of Clients’ Case Management Plans;

 the assessment and reporting of Clients’ achievements against their (Data Exchange) Settlement Outcomes at each formal review;

 ensuring consistency and quality of service delivery;

 using Subcontractors (or Volunteers where allowed) to provide or assist with certain activities; and

 the management of critical incidents.

19.Objective 20.Activity 21.Issues/Risks & 22.Measures of Success Mitigation Strategies

11 23. Orientation Orientation aims to provide the basic skills and knowledge that will allow Clients to independently access services, and to progress their Settlement Outcomes. Service Providers must develop and deliver Orientation to Clients in accordance with the Orientation Facilitators’ Guide. In developing the strategy to provide Orientation, Service Providers must provide detail as to how they will implement the Orientation Facilitators’ Guide, including strategies to:  ensure suitably qualified staff are engaged to facilitate Orientation;

 ensure staff involved in Orientation remain appropriately trained;

 actively encourage Clients to participate in Orientation, including supporting their ongoing participation;

 assess Clients’ need for Orientation and their ongoing assessment against the Key Outcomes;

 regularly review delivery of Orientation to ensure ongoing alignment with the Orientation Facilitators’ Guide, as well as the appropriateness of the method of delivery for Clients;

 ensure Orientation content is tailored to local contexts; and

 ensure consistency and quality in the delivery of Orientation across the Contract Region.

24.Objective 25.Activity 26.Issues/Risks & 27.Measures of Success Mitigation Strategies

12 28. Accommodation A key component of the HSP is supporting Clients to secure and maintain accommodation. To enable flexibility and availability in the provision of accommodation to Clients, Service Providers must outline their approach to managing accommodation within their Contract Region. Service Providers must provide detail as to how they will ensure the provision of suitable accommodation to Clients, including strategies for:  the ongoing provision of accommodation in their Contract Region, including the management of increases or decreases in Client numbers, (e.g. arrangements with real estate agents, use of Motels/Hotels, group housing);  the management of Clients’ immediate accommodation needs;  ensuring accommodation meets the Accommodation Standards and Conditions set out at Appendix H to the SOR;  assisting Clients to access Crisis Accommodation;  the provision of Initial Accommodation Support; and  the provision of Basic Household Goods.

29.Objective 30.Activity 31.Issues/Risks & 32.Measures of Success Mitigation Strategies

13 33. Service Coordination Coordination of services and stakeholder engagement is essential to the successful delivery of Settlement Services to Clients. The Service Provider must play a leading role in settlement service coordination and stakeholder management across the Contract Region. In developing the strategy, the Service Provider must provide detail as to how they will ensure the coordination of services and ongoing stakeholder engagement, including strategies to: Stakeholder Engagement:  ensure collaborative working relationships are developed and promoted with stakeholders as identified;  improve coordination and cooperation between key government and non-government service delivery agencies, with the aim of improving access and services to Clients;  identify emerging patterns, trends, and issues, and how to manage these; Employment:  encourage information sharing and coordination between HSP, the AMEP/SEE and jobactive or other employment services providers where appropriate, such as Disability Employment Services (DES) or services offered by state governments;  identify employment opportunities for Clients, including coordination with the Friendly Nation Initiative or other employers ; and Orientation:  ensure the promotion, ongoing development and management of Orientation across the Contract Region.

34.Objective 35.Activity 36.Issues/Risks & 37.Measures of Success Mitigation Strategies

38. Declaration I/We certify, as the Service Provider, this Business Plan has been developed in collaboration with Subcontractors and/or Community Service Providers, as appropriate.

14 Service Provider Service Provider Name: [Organisation name] Delegate Name: [Name of appropriate Service Provider delegate] Delegate Signature: ______Date: [Date Month Year] Department of Social Services Department Representative Name: [Name of appropriate Department Representative] Department Representative Signature: ______Date of Approval: [Date Month Year]