Program Activity Guidance for the Data Exchange

Appendix B Program Activity Guidance for the Data Exchange All programs

Department of Social Services Version 1.6 – 7 March 2018

Appendix B: Program Activity Guidance – 7 March 2018 1 Introduction

1.1 Purpose of this document

This document provides policy guidance on entering data into the Data Exchange in a consistent way that best reflects the program activity being delivered.

These guidelines should be read in conjunction with:

. Data Exchange Protocols (https://dex.dss.gov.au/data-exchange-protocols/)

. Your funding agreement

. Your program guidelines

. The Task Cards and e-Learning modules available on the Data Exchange website (https://dex.dss.gov.au/)

1.2 Intended Use

Appendix B: Program Activity Guidance is intended to provide practical information for managers and front-line staff to better understand the data expected, and assist them in integrating SCORE outcomes and partnership data collection into existing service and administrative practices.

Additionally this guide aims to provide consistency on how program data is interpreted within program activities, and support a consistent interpretation of the Data Exchange protocols across commonly funded organisations.

This document will be periodically updated to provide more detailed guidance on questions as they arise. Users of this document are encouraged to provide feedback where further guidance related to their program activity is needed.

This document will also be updated as new programs come on board to the Data Exchange.

All resources associated with the Data Exchange are available on the Data Exchange website (https://dex.dss.gov.au/).

Appendix B: Program Activity Guidance – 7 March 2018 2 Contents

Appendix B: Program Activity Guidance – 7 March 2018 3 Outcome 2.1- Families and Communities

The Families and Communities Outcome has a number of services which provide early intervention and prevention support to families, children, young people, volunteers, refugees, migrants and other individuals with special circumstances. Priorities include activities to improve financial wellbeing and capability, strengthen communities, support migrant’s transition to life in Australia, and ensure the lifetime wellbeing of families and children.

The following pages provide practical guidance on data entry for Families and Communities program activities.

Adult Specialist Support Services

Adult Specialist Support Services provide services and support to improve outcomes and enhance wellbeing for people adversely affected by past institutional and child-welfare practices and policies.

The following program activities are included in Adult Specialist Support Services;  Forced Adoption Support Services  National Find and Connect  Royal Commission Community-based Support Services  Royal Commission Support Services NT

Appendix B: Program Activity Guidance – 7 March 2018 4 Forced Adoption Support Services

Description:

Forced Adoption Support Services provide specialist support to people affected by forced adoption. The services complement and enhance existing services funded by state and territory governments and aim to improve access to peer support, professional counselling and records/family tracing. Who is the primary client?

The primary clients for this program activity include anyone affected by forced adoption policies and practices.

This can include mothers, fathers, adopted persons and extended family members. The priority of service should be to those directly involved. Services to extended family members can also be actualised through warm referrals on to other relevant providers and services. What are the key client characteristics?

Persons affected by forced adoption policies and practices. Who might be considered ‘support persons’?

Recording support persons is voluntary; staff can record support persons if they feel it’s relevant. Instructions on how to record them in the web-based portal can be found on the Data Exchange website.

For this program activity, support persons may include families of clients. Should unidentified ‘group’ clients be recorded?

This program provides face-to-face support where clients are known to the service, therefore it is expected that only 15% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. How could cases be set up?

There is no specific case structure recommended for this program activity. If using the web-based portal, service providers should create cases in a way that work best for them and their staff. What areas of SCORE are most relevant?

Service providers can record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

Circumstances Goals Satisfaction Community . Community . Changed knowledge and All three Satisfaction outcomes All three Community participation and access to information are relevant for this program outcomes are relevant for networks . Changed engagement activity this program activity . Employment, with relevant support education and training services . Family functioning . Changed impact of . Mental health, immediate crisis wellbeing and self-care . Personal and family safety

Appendix B: Program Activity Guidance – 7 March 2018 5 For this program activity, when should each service type be used?

Service Type Example

Intake and Assessment Discuss/assess needs and impact of forced adoption.

Deliver information, referral and support services, provide warm referrals to relevant Information / Advice / Referral services. General counselling and referrals onto counselling services – does not include Counselling therapeutic counselling as Forced Adoption Services are not expected to provide this service. Advocacy on behalf of the client, particularly peer support and advocacy groups who Advocacy / Support will assist in planning allocation of small grants. Contact with colleagues regarding records, records research. Client’s wellbeing, rights, Records Search privacy and self-determination in receiving these records should be considered at all times. Includes capacity building through obtaining small grants, and using those grants for Community Capacity Building further group workshops to support persons affected by forced adoption and inspire a sense of community. Where a session is delivered in a locality away from the outlet recorded against the Outreach case such as an alternative site, park, home or other non-standard location.

Appendix B: Program Activity Guidance – 7 March 2018 6 National Find and Connect

Description:

The National Find and Connect program provides specialist counselling, referral services, education and social support to locate and access records so that Forgotten Australians and Former Child Migrants may reconnect with family members (where possible). Find and Connect includes a support service in each state and territory, a national web resource to assist with records tracing and access, and advocacy groups that are funded to support stakeholders and present consolidated views and directions to Government and the sector. Who is the primary client?

Primary clients for this program activity are Forgotten Australians and former Child Migrants. The majority of clients for this program activity are adults. What are the key client characteristics?

Adults who are Forgotten Australians and former Child Migrants. Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients. Should unidentified ‘group’ clients be recorded?

There is no specific case structure recommended for this program activity. If using the web-based portal, service providers should create cases in a way that work best for them and their staff. What areas of SCORE are most relevant?

Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

Circumstances Goals Satisfaction Community . Family functioning . Changed knowledge and All three Satisfaction outcomes All three Community . Mental health, wellbeing access to information are relevant for this program outcomes are relevant for and self-care . Changed engagement activity this program activity . Material Wellbeing with relevant support services . Changed impact of immediate crisis

Intake and Assessment Initial meeting with clients to gather information.

Provision of standard advice/guidance or information in relation to a specific topic or Information / Advice / Referral where a referral was made to another service provided within or external to the organisation. Assisting a client in learning or building knowledge about a topic or aimed at developing a skill, or enhancing a skill relevant to the client’s circumstance. This Education and Skills training includes accessing education and training including re-engaging with the education system. Working through a particular issue such as relationship concerns or financial Counselling concerns, as delivered by an industry recognised qualified staff member. Advocacy on behalf of the client, support of the client to find and reconnect with Advocacy / Support family.

Records Search Records research.

Some organisations have peer and social support programs, providing a sense of Community Capacity Building community for clients. Where a session is delivered in a locality away from the outlet recorded against the Outreach case such as an alternative site, park, home or other non-standard location.

Appendix B: Program Activity Guidance – 7 March 2018 8 Royal Commission Community-based Support Services

Description:

Royal Commission Community-based Support services provide a broad range of assistance including counselling, information and referral and case management; ensuring victims and survivors of child sexual abuse and their families are able to access support and participate in the Royal Commission. Who is the primary client?

Primary clients for this program activity are people affected by the Royal Commission into Institutional Responses to Child Sexual Abuse (the Royal Commission), especially individuals who experienced sexual abuse as children (under 18 years) in institutional contexts. Family members and employees of organisations where abuse took place can also seek this programs service. The majority of clients for this program activity are now adults. What are the key client characteristics?

Individuals and their families who were involved in the Royal Commission. Who might be considered ‘support persons’?

For this program activity, support persons may include the families of clients. Should unidentified ‘group’ clients be recorded?

There is no formal case structure recommended for this program activity. Service providers should create cases that reflect their own administrative processes. What areas of SCORE are most relevant?

Circumstances Goals Satisfaction Community . Community participation and . Changed knowledge All three Satisfaction NO Community outcomes networks and access to outcomes are relevant for are relevant for this . Employment, education and information this program activity program activity training . Changed engagement . Family functioning with relevant support services . Mental health, wellbeing and self-care . Changed impact of immediate crisis . Personal and family safety

Intake and Assessment Assessment of an individual’s situation.

Provide information or advice on the Royal Commission, or referral to either Information / Advice / Referral the Royal Commission or another service. Assisting a client in learning or building knowledge about a topic or aimed at developing a skill, or enhancing a skill relevant to the client’s circumstance. Education and skills training This includes accessing education and training including re-engaging with the education system. Working through a particular issue such as relationship concerns or financial Counselling concerns, as delivered by an industry recognised qualified staff member. Advocating on a client’s behalf to an entity such as a government body, or Advocacy / Support where support to the client was given in a particular circumstance such as a court appearance. Where a session is delivered in a locality away from the outlet recorded Outreach against the case such as an alternative site, park, home or other non-standard location.

Appendix B: Program Activity Guidance – 7 March 2018 10 Royal Commission Support Services NT

Description:

Royal Commission Support Services NT includes a range of community-based support services to provide support to people affected by the Royal Commission into the Protection and Detention of Children in the Northern Territory (the Royal Commission). These services provide a broad range of assistance including counselling, information and referral, and case management to ensure children, youth and their family are able to access support and participate in the NT Royal Commission. Who is the primary client?

Primary clients for this program activity are children, young people and their families affected by the Royal Commission into the Protection and Detention of Children in the Northern Territory (the NT Royal Commission), especially children and youth (up to age 28) and their family members. What are the key client characteristics?

Persons affected by the NT Royal Commission, especially children and youth (up to age 28) and their family members. Who might be considered ‘support persons’?

For this program activity, support persons may include the following:

. Carers of clients / Care recipients

. Case / Support worker who are present but not directly receiving a service

. Parents / Guardians / Families of clients

. Community Leaders / Mentors / Informal Care Givers who are present but not directly receiving a service

Should unidentified ‘group’ clients be recorded?

Circumstances Goals Satisfaction Community . Family functioning . Changed knowledge and All three Satisfaction NO Community outcomes . Mental health, wellbeing access to information outcomes are relevant for are relevant for this and self-care . Changed engagement with this program activity program activity . Personal and family safety relevant support services Appendix B: Program Activity Guidance – 7 March 2018 11 Circumstances Goals Satisfaction Community . Changed impact of immediate crisis

For this program activity, when should each service type be used?

Intake and Assessment Assessment of an individual’s situation.

Provide information or advice on the NT Royal Commission, or referral to either the Information / Advice / Referral NT Royal Commission or another service. Assisting a client in learning or building knowledge about a topic or aimed at developing a skill, or enhancing a skill relevant to the client’s circumstance. This Education and skills training includes accessing education and training including re-engaging with the education system. Working through a particular issue that has arisen from the NT Royal Commission, as delivered by an industry recognised qualified staff member. This could include Counselling disruption to wellbeing, relationship and other life matters caused by involvement or impact of the NT Royal Commission. Advocating on a client’s behalf to an entity such as a government body, or where Advocacy / Support support to the client was given in a particular circumstance such as a court appearance. Where a session is delivered in a locality away from the outlet recorded against the Outreach case such as an alternative site, park, home or other non-standard location.

Appendix B: Program Activity Guidance – 7 March 2018 12 Digital Literacy for Older Australians This program adopts a family and community-centred approach to supporting and coaching older Australians, while at the same time helping them to realise the relevance and value of being connected online and access appropriate learning support. In 2017, following some research and concept testing, the Department identified ‘Be Connected’ as the preferred program name and branding for the ‘Digital Literacy for Older Australians’ initiative.

Appendix B: Program Activity Guidance – 7 March 2018 13 Be Connected

Description:

Be Connected, aims to improve the skills, confidence and online safety of older Australians in using digital technology.

The program adopts a family and community-centred approach to supporting and coaching older Australians, while at the same time helping them to realise the relevance and value of being connected online and access to appropriate learning support. Learning and exposure to computers and the internet will be through oneonone, face-to-face, self-paced learning with the help of family and friends at home, carers in aged care facilities or tutors/mentors in local community-based groups such as libraries, community centres, community clubs, etc. Who is the primary client?

Anyone aged 50 years and over who have low or no engagement with digital technology. What are the key client characteristics?

. Persons from a cultural and linguistically diverse background

. Person identifying as Aboriginal and / or Torres Strait Islander,

. Persons identifying as having a condition, impairment or disability,

. Persons in a low Socio-economic Indexes for Areas

. Persons residing in a rural or remote area. Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients, carers of clients/ care recipients, children of clients, community leaders/mentors/informal care givers. . Should unidentified ‘group’ clients be recorded?

Providers can create a separate case for each course. To protect client privacy, family names or other identifying information should never be recorded in the Case ID field. What areas of SCORE are most relevant?

Service providers can record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

Circumstances Goals Satisfaction Community . Community participation . Changed knowledge and . I am satisfied . Organisations’ knowledge, skills and networks access to information with the services and practises to better respond to . Personal and family . Changed skills I have received the needs of the targeted clients/communities safety . Changed confidence to Appendix B: Program Activity Guidance – 7 March 2018 14 Circumstances Goals Satisfaction Community make own decisions . Group / communities knowledge, skills, behaviours to better address their own needs For this program activity, when should each service type be used?

Service Type Example The absolute basics service type covers the fundamentals of: what is a desktop The Absolute Basics computer; what is a laptop; what is a tablet; what is a smartphone; and what is the internet. The getting to know your device service type covers the basics in using a keyboard, Get to Know Your Device mouse, touchscreen and computer. The getting started online service type covers the basics of using the internet, search Getting Started Online engines, email and an introduction to internet safety. The safety first service type covers the use of passwords, paying safely online, avoiding Safety First scams and tricks, downloading and saving documents and help and support. The more online skills service type will provide an overview of useful online tools, More Online Skills including shopping, Facebook, using a digital camera.

Connecting to Others The connecting to others service type will cover interacting with others online.

Appendix B: Program Activity Guidance – 7 March 2018 15 Families and Children Program

The Families and Children Program aims to strengthen relationships, support families, improve children’s wellbeing and increase the participation in community life to strengthen family and community functioning, and reduce the costs of family breakdown. The program provides a range of services focused on strengthening relationships and building parenting and financial management skills, as well as providing support for better community connections and services to help new migrants in their transition to life in Australia.

Services delivered under the Families and Children Program provide support to families to improve the wellbeing of children and young people to enhance family and community functioning, as well as increasing the participation of vulnerable people in community life.

The following program activities are included in Families and Children Program;

 Children and Parenting Support Services

 Communities for Children Facilitating Partners

 Family and Relationship Services

 Family and Relationship Services – Inter-Country Adoption

 Family and Relationship Services – Specialised Family Violence

 Home Interaction Program for Parents and Youngsters

 Intensive Family Support Services

Appendix B: Program Activity Guidance – 7 March 2018 16 Children and Parenting Support Services

Description:

Children and Parenting Support Services have a primary focus on children aged 0-12 years and provide support to children and their families based on prevention and early intervention. Services actively seek to identify issues that are, or could, impact on child or family outcomes and provide appropriate referrals before these issues escalate. Who is the primary client?

Primary clients for this program activity are children and young people aged 0-12, up to18 years. This program also delivers services to vulnerable and disadvantaged children and families who are at risk of poor outcomes. What are the key client characteristics?

. Persons aged 0-12, up to 18 years (who may also be young parents),

. Persons from a cultural and linguistically diverse background,

. Persons identifying as Aboriginal and / or Torres Strait Islander, and;

. Persons identifying as having a condition, impairment or disability. Who might be considered ‘support persons’?

Recording support persons is voluntary; staff can record support persons if they feel it’s relevant. Instructions on how to record them in the web-based portal can be found on the Data Exchange website. For this program activity, support persons may include families of clients, parents, guardians (who are present but not directly receiving a service), or carers. Should unidentified ‘group’ clients be recorded?

There is no specific case structure recommended for this program activity. If using the web-based portal, service providers should create cases in a way that work best for them and their staff, and will be useful over multiple reporting periods. What areas of SCORE are most relevant?

Circumstances Goals Satisfaction Community . Community participation . Changed knowledge and access All three Satisfaction . Community structures and networks to information outcomes are relevant and networks to . Family functioning . Changed engagement with for this program respond to the needs activity of targeted clients / . Mental health, wellbeing relevant support services communities and self-care . Changed impact of immediate crisis

Appendix B: Program Activity Guidance – 7 March 2018 17 Appendix B: Program Activity Guidance – 7 March 2018 18 For this program activity, when should each service type be used?

Intake and Assessment Initial meeting with clients to gather information and match them to services.

Provision of standard advice/guidance or information in relation to a specific topic Information / Advice / Referral or where a referral was made to another service provided within or external to the organisation. Assisting parents and carers (as clients) in learning or building knowledge about a topic or aimed at developing a skill, or enhancing a skill relevant to the client’s Education and Skills training circumstance. This includes accessing education and training including re-engaging with the education system. Sessions targeted at children or youth, and delivered in a group, rather than on an Child / Youth focussed groups individual basis. Examples include school based groups such as breakfast clubs, skill building groups and awareness raising activities for children/youth. Includes one-on-one as well as family group counselling sessions and Counselling delivered/facilitated by an industry recognised qualified staff member. Advocacy on behalf of the client, collaboration with other services and specialists, Advocacy / Support collaboration with community stakeholders and networks. Targeted at building and / or strengthening a community’s skills/cohesion or Community Capacity Building understanding of a topic or subject. Community capacity activities are delivered to a group rather than to individuals or families. Service delivery to children and parents together with a focus on supports such as relationship building and communication. For example: Supported and Community Family Capacity Building playgroups, home based support including assistance with developing family centred activities, establishing routines and practical help with tasks. Support Group offering each other reciprocal support through discussion and Mentoring / Peer Support activities and generally includes a facilitator.

Appendix B: Program Activity Guidance – 7 March 2018 19 Communities for Children Facilitating Partners

Description:

Communities for Children Facilitating Partners (CfC-FP) are a placebased service which develops and facilitates a ‘whole of community’ approach to early childhood development and wellbeing for children from 0 - 12 years (but can include children up to 18 years).

CfC-FP builds on local strengths to meet community needs and create capability within local service systems, using strong evidence of what works in early intervention and prevention. The service collaborates with other organisations, and funds other organisations (known as Community Partners) to provide services including parenting support, group peer support, case management, home visiting services and other supports to promote child wellbeing. Who is the primary client?

Primary clients for this program activity are children and their families. What are the key client characteristics?

. Children aged 0-12 years (but can include children up to 18 years),

. Young parents,

. Children and families residing in a low Socio-economic Indexes for Areas, and;

. Children and families on government payments, pensions and allowances. Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients, parents, guardians (who are present but not directly receiving a service), or a case/support worker.

In most cases, a support person is not likely to have achieved an outcome. If outcomes are recorded, it is possible that this is a client rather than a support person. Should unidentified ‘group’ clients be recorded?

Communities for Children Facilitating Partners fund programs that are client facing where ongoing relationships are formed, therefore it is expected that only 15% of your Community Partners’ clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

An example of where use of unidentified ‘group’ clients is appropriate would include large events attended by the general public, such as a family fun day. Group clients should not be recorded for other types of activities.

Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. Is data sharing mandatory?

Sharing data between Facilitating Partners and Community Partners is voluntary and can commence or cease at any time through the Data Exchange portal. This is a matter for delivery partners to manage, How could cases be set up?

Organisations should set up cases to reflect the local activity being delivered under their Activity Work Plan (AWP).

Appendix B: Program Activity Guidance – 7 March 2018 20 Appendix B: Program Activity Guidance – 7 March 2018 21 What areas of SCORE are most relevant?

Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant (see overleaf):

Circumstances Goals Satisfaction Community . Age-appropriate development All six Goal outcomes All three Satisfaction All three Community . Community participation and networks are relevant for this outcomes are relevant outcomes are relevant program activity for this program activity for this program . Family functioning activity . Mental health, wellbeing and self-care . Personal and family safety

Intake and Assessment Initial meeting with clients to gather information and match them to services.

Provision of standard advice/guidance or information in relation to a specific Information / Advice / Referral topic or where a referral was made to another service provided within or external to the organisation Assisting parents and carers (as clients) in learning or building knowledge about a topic or aimed at developing a skill, or enhancing a skill relevant to Education and Skills training the client’s circumstance. This includes accessing education and training including re-engaging with the education system. Sessions targeted at children or youth, and delivered in a group rather than Child / Youth focussed groups individual basis. Examples include school based groups and awareness raising activities for children/youth. Advocacy on behalf of the client, collaboration with other services and Advocacy / Support specialists, collaboration with community stakeholders and networks. Targeted at building and / or strengthening a community’s skills/cohesion or Community Capacity Building understanding of a topic or subject. Community capacity activities are delivered to a group rather than to individuals or families. Service delivery to children and parents together with a focus on supports such as relationship building and communication. For example: Supported Family Capacity Building and Community playgroups home based support including assistance with developing family centred activities, establishing routines and practical help with tasks. FP ONLY. Used for administration of CfC sites, e.g. Committee meetings and Governance advisory working groups. FP ONLY. Ongoing consultations, meetings, focus groups, interviews, capacity Community Engagement building workshops, community consultations, co-designed and co-delivered activity FP ONLY. Strategic planning, workshops and forums. Training other providers Service System Capability / Capacity or professionals. Working with networks. Promotion of evidence based programs and validation

Appendix B: Program Activity Guidance – 7 March 2018 22 Family and Relationship Services

Description:

Family and Relationship Services aim to strengthen family relationships, prevent breakdown and ensure the wellbeing and safety of children through the provision of broad-based counselling and education to families of different forms and sizes. These services focus primarily on prevention, early intervention and target critical family transformations, including formation, extension, and / or separation. Who is the primary client?

This program is a universal service that provides prevention, early intervention and support for families, couples, children and individuals. Priority should be given to couples forming long-term relationships, families experiencing relationship issues or who at risk of breakdown, families with children at risk of abuse or neglect, and families experiencing disadvantage or vulnerability. What are the key client characteristics?

. Families, couples and children (as described above)

. Persons living in crisis, emergency or transition accommodation and / or identify as homeless Who might be considered ‘support persons’?

For this program activity, support persons may include carers of clients, care recipients, families or friends (who are present but not directly receiving a service), case or support workers. Should unidentified ‘group’ clients be recorded?

This program may include group education, skills or information sessions; however, providers should collect client details for each individual participant and record them as individual clients where possible.

Providers can create a separate case for each family group. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate Cases, providers should use other identifying descriptions, such as ‘FamilyA24’ or ‘Family Group 26’. What areas of SCORE are most relevant?

Circumstances Goals Satisfaction Community . Age-appropriate development All six Goal outcomes All three Satisfaction . Community structures . Family functioning are relevant for this outcomes are relevant and networks to respond program activity for this program activity to the needs of targeted . Mental health, wellbeing and self- clients / communities care

Appendix B: Program Activity Guidance – 7 March 2018 23 Circumstances Goals Satisfaction Community . Personal and family safety

The service types below are not limited by these examples, but are a small selection of possible services that could be provided under this program activity. Always refer to your grant agreement and Family and Children Program Guidelines for additional guidance.

Intake / Assessment Assessing a client in an initial session.

Information session, brokerage to obtain other services, or referral to another Information / Advice / Referral service (e.g. legal, mental health etc) Relationship education courses, or skills and education training for families, Education and Skills Training children and couples. Sessions targeted at children or youth, and delivered in a group rather than Child / youth focussed groups individual basis. Counselling for couples, families, children or vulnerable people experiencing Counselling relationship issues. Dispute Resolution Resolution of disputes arising from couples going through separation, or (Scheduled for removal in August 2018) disagreements between individuals and family members.

Advocacy / Support Providing support to a family member making an appearance in the Family Court.

Community Capacity Building Developing a community’s skills on strengthening family relationships.

Outreach Providing Family and Relationship education, counselling and support services in Outreach locations such as (but not limited too) schools, women’s refuges, charity (Scheduled for removal in August 2018) organisations. Strengthening family capacity by improving communication skills between parents Family Capacity Building and children.

Appendix B: Program Activity Guidance – 7 March 2018 24 Family and Relationship Services - Inter-country Adoption

Description:

The Intercountry Adoption Family Support Service is a free, independent, nation-wide service that provides post placement support to families formed by inter-country adoption, those engaged in the inter-country adoption process and adult inter-country adoptees. The service provides counselling, information and support to assist with a range of issues faced by adoptees and their adoptive families. Who is the primary client?

This is a universal service available to people involved in the inter-country adoption process. The service can be accessed free of charge by people considering adopting a child from overseas, people engaged in the adoption process, and post-placement; including children, teenagers and adults who have been adopted from overseas and their families. What are the key client characteristics?

. Individuals adopted through inter-country adoption in Australia from culturally and linguistically diverse backgrounds, . Persons identifying as having a condition, impairment or disability. Please Note: At least one prospective adoptive parent must be an Australian citizen to access the inter-country adoption process; therefore adoptive families are generally composed of one or more Australians. Who might be considered ‘support persons’?

For this program activity, support persons may include carers of clients, families or friends (who are present but not directly receiving a service), case or support workers. Should unidentified ‘group’ clients be recorded?

Intercountry Adoption has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

There is no formal case structure recommended for this program activity. Service providers should create cases that reflect their own administrative processes. What areas of SCORE are most relevant? Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

Circumstances Goals Satisfaction Community . Community participation and All six Goal outcomes are All three Satisfaction All three Community networks relevant for this program outcomes are relevant outcomes are relevant for . Family functioning activity for this program activity this program activity . Mental health, wellbeing and self- Appendix B: Program Activity Guidance – 7 March 2018 25 Circumstances Goals Satisfaction Community care . Personal and family safety

Intake and Assessment Assessing a client in an initial session.

Provision of standard advice/guidance or information in relation to a Information / Advice / Referral specific topic or where a referral was made to another service provided within or external to the organisation. Assisting a client in learning or building knowledge about a topic or aimed at developing a skill, or enhancing a skill relevant to the client’s Education and Skills training circumstance. This includes accessing education and training including re-engaging with the education system. Sessions targeted at children or youth, and delivered in a group, rather Child / Youth focussed groups than individual basis. Examples include playgroups, breakfast clubs and other similar services. Working through a particular issue such as relationship concerns or Counselling financial concerns, as delivered by an industry recognised qualified staff member. Advocating on a client’s behalf to an entity such as a government body, or Advocacy / Support where support to the client was given in a particular circumstance such as a court appearance. Searching for, or provision of clients’ historic records such as birth Records Search certificates, adoption records or other contextual historic records. Development of a communities skills/cohesion or understanding of a topic or Community Capacity Building subject. Community capacity activities’ are delivered to a group of people rather than an individual. Where a session is delivered in a locality away from the outlet recorded Outreach against the case such as an alternative site, park, home or other non- standard location. Support actions that help the family manage their lives effectively such as: relationship building, conflict resolutions and communications, home based Family Capacity Building support including assistance with developing family centered activities, establishing routines and practical help with tasks.

Appendix B: Program Activity Guidance – 7 March 2018 27 Family and Relationship Services - Specialised Family Violence

Description:

The Specialised Family Violence Services (SFVS) is a component of the Family and Relationship Services (FaRS) Sub- Activity. It contributes to the strategic vision of the National Plan to Reduce Violence against Women and their Children 2010-2022 that ‘Australian women and their children live free from violence in safe communities’ and its action plans. This will be achieved through delivery of specialised services that support individuals, couples, children and families who are experiencing or at risk of family or domestic violence. Who is the primary client?

Primary clients for this program activity are families and children. What are the key target group client characteristics for this program?

. Persons who have arrived in Australia in the last five years,

. Persons living in crisis, emergency or transition accommodation and / or identify as homeless. Who might be considered ‘support persons’?

For this program activity, support persons may include carers of clients, care recipients, families or friends (who are present but not directly receiving a service), case or support workers. Should unidentified ‘group’ clients be recorded?

Specialised Family Violence Services have limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. How could cases be set up?

There is no formal case structure recommended for this program activity. Service providers should create cases that reflect their own administrative processes. What areas of SCORE are most relevant? Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant: Circumstances Goals Satisfaction Community . Family functioning All six Goal outcomes are All three Satisfaction All three Community . Mental health, wellbeing and self- relevant for this program outcomes are relevant outcomes are relevant for care activity for this program activity this program activity . Personal and family safety

Intake / Assessment Assessing a client in an initial session.

Information session, brokerage to obtain other services, or referral to another Information / Advice / Referral service (e.g. legal, mental health etc) A program for persons who have experienced abuse in their family relationships, Education and Skills Training or a behavioural change program. Group interventions for Children and / or Youth who have experienced or Child/ Youth focussed groups witnessed family and domestic violence, focusing on child therapeutic approaches.

Counselling Domestic violence counselling services.

Dispute Resolution Supporting family members experiencing domestic and / or family violence to reduce the risks associated with separating families and where there are potential (Scheduled for removal in August 2018) issues with access to children. Support to persons impacted by family violence who are involved in either the Advocacy / Support Family court or Children’s courts. Capacity sessions for community organisations (e.g. Sporting clubs, Men Sheds) to Community Capacity Building target clients who could be violent against family members. Sessions engaging clients to promote cultural change.

Outreach Outreach services to schools providing face-to-face counselling and education services for children who have experienced and / or witnessed violence in the (Scheduled for removal in August 2018) home, or in personal relationships.

Family Capacity Building Group program to strengthen relationships between parents and their children.

Appendix B: Program Activity Guidance – 7 March 2018 29 Home Interaction Program for Parents and Youngsters (HIPPY)

Description:

HIPPY is a two-year, home-based, early learning and parenting program for families with young children. Who is the primary client?

The primary clients for this program are children (in the two years before and after starting school) and their parents and families. What are the key client characteristics?

. Persons residing in a low Socio-economic Indexes for Areas area,

. Persons residing in a rural or remote area. Who might be considered ‘support persons’?

For receipt of service, the HIPPY child is the designated family client to receive HIPPY sessions; this means all session data is recorded directly against the HIPPY child only.

For this program activity, support persons may include parents or guardians of clients. Should unidentified ‘group’ clients be recorded?

HIPPY is primarily client facing where ongoing relationships are formed, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

For this program activity, applicable examples of where use of unidentified group clients maybe appropriate include large group meetings or events; however providers should aim to collect individual client details for each participant/attendee where possible.

There is no formal case structure recommended for this program activity. However, providers can create a separate case for each individual child accessing services. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients.

For organisations that deliver services in large group settings (such as a forum, school breakfast club or promotional community event), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, e.g.: Family Fun Day. What areas of SCORE are most relevant for this program activity?

Circumstances Goals Satisfaction Community . Age-appropriate . Changed knowledge and access to information All three All three development . Changed skills Satisfaction Community . Community participation outcomes are outcomes are Appendix B: Program Activity Guidance – 7 March 2018 30 Circumstances Goals Satisfaction Community and networks . Changed behaviours relevant for this relevant for this . Employment, education . Changed confidence to make own decisions program activity program activity and training . Changed engagement with relevant support . Family functioning services For this program activity, when should each service type be used?

Note: The service type describes the main focus for the session being delivered. If a session covers multiple service types the most relevant one should be chosen either on the basis of the majority of time spent focusing on the particular service type or the main way an outcome was achieved.

Intake and Assessment Family Enrolment and / or tutor employment.

Group meetings, family contact, individual information provision and / or Information / Advice / Referral service connection. Tutor Training (HIPPY program content/curriculum) and / or group meetings Education and Skills training (where the enrichment topic relates to parents receiving employment and study skills pathways). Group meetings (where the enrichment topic relates to events or cultural Community Capacity Building celebrations such as HIPPY week, harmony day, graduation, seasonal holidays, NAIDOC week), HIPPY events.

Family Capacity Building Home visits.

Facilitate Employment Pathways Tutor Journey (professional development and training).

Appendix B: Program Activity Guidance – 7 March 2018 31 Intensive Family Support Services

Description:

Intensive Family Support Services are evidence-informed and outcomesbased and focus on reducing child neglect and increasing the capacity of families to support their children to be safe, nurtured and thriving.

Intensive Family Support Services provides the most vulnerable families in identified communities in the Northern Territory and South Australia with practical parenting education and support to parents and caregivers in their communities and homes for up to 12 months, to help them improve the health, safety and wellbeing of their children. Who is the primary client?

Primary clients for this program activity are children, carers and families. What are the key client characteristics?

Families in identified communities with children aged 0-12 years, where child-neglect concerns have been raised. Who might be considered ‘support persons’?

For this program activity, support persons may include carers of clients, parents, guardians or family members (who are present but not directly receiving a service, especially in the instance of family mediation), case or support workers. Should unidentified ‘group’ clients be recorded?

Intensive Family Support Services have limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 2% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

There is no formal case structure recommended for this program activity. Service providers should create cases that reflect their own administrative processes. What areas of SCORE are most relevant for this program activity?

Circumstances Goals Satisfaction Community All ten Circumstance . Changed knowledge and access to . I am better able . Group / community outcomes are relevant information to deal with knowledge, skills, for this program activity . Changed skills issues that I behaviours to better sought help with address their own . Changed behaviours needs . Changed engagement with relevant support services . Changed impact of immediate crisis

Intake and Assessment Initial engagement, family planning.

Information / Advice / Referral Referral to other services, service planning and case work.

Education and skills training Parenting and life skills training and education.

Advocacy / Support Advocacy on behalf of the client, support of the client.

Activities that promote community relationships and awareness, group workshops Community Capacity Building / activities, provision of information / education sessions, interagency service meetings. Where a session is delivered in a locality away from the outlet recorded against Outreach the case such as an alternative site, park, home or other non-standard location.

Family Capacity Building Activities that promote strong family interactions, group workshops / activities.

Appendix B: Program Activity Guidance – 7 March 2018 34 Family Law Services

Family Law Service is a sub-activity of the Families and Children Program and aims to improve family relationships in the best interests of children by providing alternatives to formal legal processes for families who areseparated, separating or in dispute.

The following program activities are included in Family Law Services;

 Childrens Contact Services

 Family Dispute Resolution

 Family Law Counselling

 Family Relationship Advice Line

 Family Relationship Centres

 Family Relationship Centres – Legally Assisted and Culturally Appropriate Family Dispute Resolution

 Parenting Orders Program

 Support Children After Seperation

Appendix B: Program Activity Guidance – 7 March 2018 35 Children’s Contact Services

Description:

Children’s Contact Services enable children of separated parents to have safe contact with the parent they do not live with, in circumstances where parents are unable to manage their own contact arrangements. Where parents are not able to meet without conflict, Children’s Contact Services provide a safe, neutral venue for the transfer of children between separated parents. Where there is a perceived or actual risk to the child, this program provides supervised contact between a child and their parent or other family member. Parents may be ordered to attend a Children’s Contact Service by a court to facilitate changeover or have supervised visits with their children. Who is the primary client for this program activity?

This program is a universal service that provides support to separated families and children where high conflict, family violence, child safety or high risks are factors. Clients may include grandparents and other extended family members who care for children. What are the key client characteristics?

Children, parents and family members. Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients; parents, guardians or nominated representatives (who are present but not directly receiving a service), case or support workers. Should unidentified ‘group’ clients be recorded?

This program provides face-to-face support where clients are known to the service and safety is a priority, therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period. This program may include group education, skills or information sessions as part of meeting the needs of separated parents in their community. However, providers should collect registration details for each individual participant and record them as individual clients.

Circumstances Goals Satisfaction Community . Family functioning All six Goal outcomes are All three Satisfaction . Group / community . Personal and family relevant for this program outcomes are relevant for this knowledge, skills, safety activity program activity behaviours to better address their own needs

Assessing a client in an initial session to determine needs and undertaking screening and risk assessment, including discussing the impact of family Intake and Assessment violence, safety concerns, and need for a safety plan. Orientation sessions for parents and children are included in this service type. Provision of information about post-separation parenting where there is high conflict, family violence and / or are safety concerns. This includes providing Information / Advice / Referral warm referrals to relevant services, especially the Parenting Orders Program, Supporting Children After Separation and specialist family violence services both State and Commonwealth. Assisting a client in learning or building knowledge about a topic or aimed at Education and Skills training developing a skill, or enhancing a skill relevant to the client’s circumstance, such as parenting and communication skills. Supervised visits of children by parent, guardian or carer, or changeover of Supervised change-over / contact children to spend time with each parent, guardian or carer. Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a Advocacy / Support court appearance or the preparation of documents for court, such as subpoenas or session reports.

Appendix B: Program Activity Guidance – 7 March 2018 38 Family Dispute Resolution

Description:

Family Dispute Resolution services assist families to reach agreement and to resolve their disputes related to family law issues outside of the court system, including but not limited to; separation and divorce, children, and property. This includes assistance in improving post-separation relationships. Who is the primary client?

This program activity is a universal service that assists families who are separating, separated or in dispute. Clients may include grandparents and other extended family members affected by family separation. What are the key client characteristics?

Separating and separated couples with children and young people in their care. Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients or nominated representatives (who are present but not directly receiving a service), or legal representatives of clients. Should unidentified ‘group’ clients be recorded?

Family Dispute Resolution provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period. This program may include group education, skills or information sessions as part of meeting the needs of separated parents in their community, however, providers should collect registration details for each individual participant and record them as individual clients where possible.

Circumstances Goals Satisfaction Community . Family functioning All six Goal outcomes All three Satisfaction . Group / community . Mental health, wellbeing and self-care are relevant for this outcomes are knowledge, skills, program activity relevant for this behaviours to better . Personal and family safety program activity address their own Please Note: Clients should be achieving needs positive outcomes in Family Functioning

Assessing a client in an initial session to determine needs, undertaking screening and Intake and Assessment risk assessment. Provision of referrals to another Family Law Service or other relevant Commonwealth Information / Advice / Referral or State family service. Workshops and training to educate separating families about post separation Education and Skills training parenting, conflict, dispute resolution and communication skills, and improving post- separation relationships.

Child / Youth focussed groups Group work to assist the children and youths of separating parents.

Services helping parents affected by separation relationship issues sort out their Dispute Resolution disputes with each other especially post separation arrangements for children. May include financial arrangements or a child inclusive practice session. Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a court Advocacy / Support appearance or to prepare court documents such as reports or responding to subpoenas. Sessions delivered away from an outlet such as a park, a client’s home or other Outreach alternative venue.

Specific Family Law Service Activity Questions:

Field Description Providers should record any agreement reached, whether oral or written, where the Parenting Agreement parties have agreed all matters in dispute. This can include a formal parenting plan Reached: Full signed and dated by both parents in compliance with the Family Law Act section 63C. Agreements where the parties are in full agreement but do not sign and date should also be included here.

Parenting Agreement A written or oral agreement between the parties of some of the matters in dispute. Reached: Partial Can include a parenting plan, where some of the matters in dispute are agreed upon between the parties, but not all issues are resolved.

Parenting Agreement: Not reached Where the matter/s in dispute are not resolved.

Date of agreement The date when the parties signed either the full or partial agreement.

Did a legal practitioner assist with Where a legal practitioner is present and participates in mediation sessions. formalising agreement? Please use the certificate categories in the Family Law (Family Dispute Resolution Section 60I certificate type Practitioners) Regulations 2008 Regulation Schedule 1 (a) to (e). This item is related to the Section 60(I) certificate question and records the date the Date of certificate issued Section 60(I) certificate was issued.

Fees charged Fees charged but not necessarily collected.

Appendix B: Program Activity Guidance – 7 March 2018 40 Regional Family Dispute Resolution

Description:

Regional Family Dispute Resolution services assist families to reach agreement and to resolve their disputes related to family law issues outside of the court system, including but not limited to; separation and divorce, children, and property. This may also include the provision of counselling and group work as part of meeting the needs of separated families in their community. Who is the primary client?

This program activity is a universal service that assists families who are separating, separated or in dispute. Clients may include grandparents and other extended family members affected by family separation. What are the key client characteristics?

. Separating and separated couples with children and young people in their care

. Families in rural and remote areas Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients or nominated representatives (who are present but not directly receiving a service), or legal representatives of clients. Should unidentified ‘group’ clients be recorded?

Regional Family Dispute Resolution provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period. This program may include group education, skills or information sessions as part of meeting the needs of separated parents in their community, however, providers should collect registration details for each individual participant and record them as individual clients where possible.

Circumstances Goals Satisfaction Community . Family functioning All six Goal outcomes All three Satisfaction . Group / community . Mental health, wellbeing and self-care are relevant for this outcomes are knowledge, skills, program activity relevant for this behaviours to better . Personal and family safety program activity address their own needs

Assessing a client in an initial session to determine needs, undertaking screening and Intake and Assessment risk assessment, and discussion around confidentiality. Provision of referrals to another Family Law Service or other relevant Commonwealth Information / Advice / Referral or State family services. Workshops and training to educate separating families about post separation Education and Skills training parenting, conflict, dispute resolution and communication skills, improving post- separation relationships and other relevant skills.

Child / Youth focussed groups Group work to assist children and youths in separating families.

Counselling to improve people’s management of issues relating to separation and Counselling divorce. Services helping clients affected by separation relationship issues sort out their Dispute Resolution disputes with each other especially post separation arrangements for children. May include financial arrangements or a child inclusive practice session. Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a court Advocacy / Support appearance or to prepare court documents such as reports or responding to subpoenas.

Outreach Sessions delivered away from an outlet such as a park, a client’s home or other venue.

Specific Family Law Service Activity Questions:

Field Description Providers should record any agreement reached, whether oral or written, where the Parenting Agreement parties have agreed all matters in dispute. This can include a formal parenting plan Reached: Full signed and dated by both parents in compliance with the Family Law Act section 63C. Agreements where the parties are in full agreement but do not sign and date should also be included here.

Parenting Agreement A written or oral agreement between the parties of some of the matters in dispute. Reached: Partial Can include a parenting plan, where some of the matters in dispute are agreed upon between the parties, but not all issues are resolved. Parenting Agreement: Not Where the matter/s in dispute are not resolved. reached

Did a legal practitioner assist with Where a legal practitioner is present and participates in mediation sessions. formalising agreement? Please use the certificate categories in the Family Law (Family Dispute Resolution Section 60I certificate type Practitioners) Regulations 2008 Regulation Schedule 1 (a) to (e). This item is related to the Section 60(I) certificate question and records the date the Date of certificate issued Section 60(I) certificate was issued.

Appendix B: Program Activity Guidance – 7 March 2018 42 Family Law Counselling

Description:

Family Law Counselling services help people with relationship difficulties better manage their personal or interpersonal issues, relating to children and family during marriage, separation and divorce. Who is the primary client?

This program activity is a universal service for family members with intact relationships, separated families, extended family members, individuals, children and young people, couples and significant others such as grandparents and kinship carers who have caring or other relationship responsibilities. What are the key client characteristics?

Separating and separated couples with children and young people in their care Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients or nominated representatives (who are present but not directly receiving a service), or a case or support worker. Should unidentified ‘group’ clients be recorded?

Family Law Counselling provides face-to-face support where clients are known to the service, therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. How could cases be set up?

Providers can create a separate case for each family group. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate Cases, providers should use other identifying descriptions, such as ‘FamilyA24’ or ‘Family Group 26’. What areas of SCORE are most relevant for this program activity?

Circumstances Goals Satisfaction Community . Family functioning All six Goal outcomes All three Satisfaction . Group / community . Mental health, wellbeing and self-care are relevant for this outcomes are knowledge, skills, program activity relevant for this behaviours to better . Personal and family safety program activity address their own needs

Assessing a client in an initial session to determine needs, undertaking screening Intake and Assessment and risk assessment. Provision of standard advice/guidance or information in relation to a specific topic Information / Advice / Referral or where a referral was made to relevant State and Commonwealth family services, especially family dispute resolution services. Assisting a client in learning or building knowledge about a topic or aimed at Education and Skills training developing a skill, or enhancing a skill relevant to the client’s circumstance, such as parenting and communication skills.

Child / Youth focussed groups Group work to assist children and youths in separating families.

Working through a particular issue such as relationship, separation and parenting Counselling concerns, as delivered by an industry recognised qualified staff member. Resolution of a dispute between two parties. Dispute resolution is the legal name under the Family Law Act for services such as mediation and conciliation that help Dispute Resolution people affected by relationship issues sort out their disputes including the split of financial/non-financial assets and custody of children. Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a court Advocacy / Support appearance, or to prepare court documents such as reports or responding to subpoenas. Where a session is delivered in a locality away from the outlet recorded against the Outreach case such as an alternative site, park, home or other non-standard location.

Appendix B: Program Activity Guidance – 7 March 2018 44 Family Relationship Advice Line

Description:

The Family Relationship Advice Line is an anonymous, National, non-face-to-face service that is part of Family Relationship Centre’s program. The Family Relationship Advice Line aims to assist families at all stages of their lives by providing a range of information and advice including maintaining healthy relationships, advice on family separation issues, and guidance on developing workable parenting arrangement after separation. This program also advises on the impacts of conflict on children, family law advice, and referrals to services. Who is the primary client?

This program is a universal service that supports anyone affected by family relationship or separation issues and difficulties including parents, grandparents, carers, children, young people, step-parents and / or friends. What are the key client characteristics?

Persons affected by family relationship or separation issues and difficulties including parents, grandparents, carers, children, young people, step-parents and / or friends Who might be considered ‘support persons’?

Support persons are unlikely to be relevant for calls to the Family Relationship Advice Line. Should unidentified ‘group’ clients be recorded?

Unidentified clients should be limited for the Family Relationship Advice Line. However, unidentified clients may be recorded for calls where collecting individual client level data is not possible. It is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

Service providers can choose to record outcomes against any domains that are relevant for the client; however the Family Relationship Advice Line is more likely to influence shorter term outcomes for clients (Goal SCORE) with regards to their knowledge and access to information, rather than longer term changes to their circumstances.

For this program activity, the following SCORE areas have been identified as most relevant:

Circumstances Goals Satisfaction Community . Family functioning All six Goal outcomes All three Satisfaction NO Community . Mental health, wellbeing and self-care are relevant for this outcomes are outcomes are relevant program activity relevant for this for this program activity . Personal and family safety program activity

Assessment of the client and gaining understanding of which Family Law Services Intake and Assessment may be useful for them. Screening and Risk Assessment. Provision of standard advice and guidance, referrals to other relevant State and Information / Advice / Referral Commonwealth family services, Clients with legal questions should be referred to the Legal Advice Service. Working through a particular issue such as relationship concerns or financial Counselling concerns, as delivered by an industry recognised qualified staff member. Telephone Dispute Resolution Service; helping clients affected by separation relationship issues sort out their disputes with each other especially post Dispute Resolution separation arrangements for children. May include financial arrangements or a child inclusive practice session.

Advocacy / Support Support in relation to family law matters.

Appendix B: Program Activity Guidance – 7 March 2018 46 Family Relationship Centres

Description:

Family Relationship Centres enable families throughout Australia to access information about family relationships at all stages – forming new relationships, overcoming relationship difficulties or dealing with separation. Family Relationship Centre’s can also refer families to other services that help people deal with a wide range of family issues.

Family Relationship Centres provide intact families assistance with relationship and parenting skills through appropriate information and referral, and assist separating families to achieve workable parenting arrangements (outside the court system) through information, support, referral and family dispute resolution services; delivering high-quality, timely, safe and ethical services. Who is the primary client?

This program is a universal service that supports anyone affected by family relationship or separation issues and difficulties including parents, grandparents, carers, children, young people, step-parents and / or friends. What are the key client characteristics?

Separating and separated couples with children and young people in their care Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients or nominated representatives (who are present but not directly receiving a service), or a case or support worker. Should unidentified ‘group’ clients be recorded?

Family Relationship Centres provide face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

This program may include group education, skills or information sessions as part of meeting the needs of separated parents in their community, however, providers should collect registration details for each individual participant and record them as individual clients where possible.

Circumstances Goals Satisfaction Community . Age-appropriate development All six Goal outcomes All three Satisfaction . Group / community Appendix B: Program Activity Guidance – 7 March 2018 47 Circumstances Goals Satisfaction Community . Family functioning are relevant for this outcomes are knowledge, skills, . Personal and family safety program activity relevant for this behaviours to better program activity address their own needs

Appendix B: Program Activity Guidance – 7 March 2018 48 For this program activity, when should each service type be used? Service Type Example

Initial meeting of client, assessing a client in an initial session to determine needs, Intake and Assessment undertaking screening and risk assessment, and discussion around confidentiality. Provision of standard advice and guidance, referrals to other relevant State and Information / Advice / Referral Commonwealth family services, Workshops and training to educate separating families about post separation Education and Skills training parenting, conflict, dispute resolution and communication skills, improving post- separation relationships and other relevant skills. Sessions targeted at children or youth, and delivered in a group, rather than Child / Youth focussed groups individual basis. Services helping clients affected by separation relationship issues sort out their disputes with each other especially post separation arrangements for children. May include financial arrangements or a child inclusive practice session. Dispute Resolution FRCs are funded to provide dispute resolution services for matters that involve parenting issues only, or both parenting and property issues. FRCs are not funded to provide dispute resolution for matters related to property issues alone.

Advocacy / Support Sessions aimed at advocating on a client’s behalf.

Sessions delivered to large groups/community groups to improve understanding of Community Capacity Building a topic or develop relationships of trust and cooperation with local communities. Sessions delivered away from an outlet such as a park, a client’s home or other Outreach alternative venue.

Appendix B: Program Activity Guidance – 7 March 2018 49 Specific Family Law Service Activity Questions:

Field Description

Providers should record any agreement reached, whether oral or written, where the parties have agreed all the matters in dispute. This can include a Parenting Agreement Reached: Full formal parenting plan, signed and dated by both parents in compliance with the Family Law Act section 63C. Agreements where the parties are in full agreement but do not sign and date it should also be included here. A written or oral agreement between the parties of some of the matters in Parenting Agreement Reached: Partial dispute. Can include a parenting plan, where some of the matters in dispute are agreed upon between the parties, but not all issues are resolved.

Did a legal practitioner assist with Where a legal practitioner is present and participates in the mediation formalising agreement? sessions. Please use the certificate categories in the Family Law (Family Dispute Section 60I certificate type Resolution Practitioners) Regulations 2008 Regulation Schedule 1 (a) to (e). This item is related to the Section 60(I) certificate question and records the Date of certificate issued date the Section 60(I) certificate was issued.

Appendix B: Program Activity Guidance – 7 March 2018 50 Family Relationship Centres – Legally Assisted and Culturally Appropriate Family Dispute Resolution

Description:

Legally Assisted and Culturally Appropriate Family Dispute Resolution (LACAFDR) provides dispute resolution services for families from Indigenous and Culturally and Linguistically Diverse (CALD) backgrounds that are experiencing family violence.

Family Relationship Centres delivering LACAFDR partner with existing services to facilitate dispute resolution for vulnerable Indigenous and CALD families by giving them a safe and empowering way to resolve their family law disputes without resorting to court. LACAFDR partners may include Indigenous legal assistance services, family violence prevention legal services, community legal centres, legal aid commissions, local private legal practitioners, migrant services and interpreters. The specific model utilised depends on the circumstances, complexities and needs of individual families.

A significant benefit of delivering LACAFDR through selected Family Relationship Centres is the ability to refer clients to appropriate services without the need for clients to re-tell their story to other agencies. Who is the primary client?

This program provides support to separated or separating families experiencing family violence who are from Indigenous or Culturally and Linguistically Diverse (CALD) backgrounds. What are the key client characteristics?

. Persons identifying as Aboriginal and /or Torres Strait Islander Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients or legal representatives (who are present but not directly receiving a service), migrant services, interpreters, community leaders, mentors or a case or support worker. Should unidentified ‘group’ clients be recorded?

This program has limited use for unidentified clients, as it provides face-to-face support where clients are known to the service. Therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

Providers can create a separate case for each family group. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate Cases, providers should use other identifying descriptions, such as ‘FamilyA24’ or ‘Family Group 26’.

Appendix B: Program Activity Guidance – 7 March 2018 51 What areas of SCORE are most relevant?

Circumstances Goals Satisfaction Community . Family functioning All six Goal outcomes All three Satisfaction NO Community are relevant for this outcomes are . Mental health, wellbeing and self-care outcomes are not program activity relevant for this relevant for this program . Personal and family safety program activity activity

Initial meeting of client, assessing a client in an initial session to determine needs, Intake and Assessment undertaking screening and risk assessment, and discussion around confidentiality. Provision of standard advice and guidance, referrals to other relevant State and Information / Advice / Referral Commonwealth family services, Workshops and training to educate separating families about post separation Education and Skills training parenting, conflict, dispute resolution and communication skills, improving post- separation relationships and other relevant skills. Provision of counselling services based on the needs of an individual client or family Counselling to work through relationship issues (including domestic violence, mental health or financial concerns) and is delivered by an industry recognised staff member. Services helping parents who are experiencing family violence and separation issues and are from Indigenous or CALD backgrounds to sort out their disputes with each other, especially post separation arrangements for children. The specific model of Dispute Resolution dispute resolution utilised will depend on the circumstances, complexities and needs of individual families. Legal services, in collaboration with other specialist services, including interpreters may be engaged to support clients if culturally appropriate. May include financial arrangements or a child inclusive practice session. Advocacy on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a court appearance or to prepare court documents such as reports or responding to Advocacy / Support subpoenas. Legal services’ and other specialist domestic violence units, lawyers, interpreters or other specialist services may be engaged to support clients if culturally appropriate. Provision of community capacity building where the primary focus is developing a Community Capacity Building community’s understanding of the Family Law system. Services in a locality away from the outlet such as an alternative site, park, home or Outreach other non-standard location.

Appendix B: Program Activity Guidance – 7 March 2018 52 Specific Family Law Service Activity Questions: Field Description

Did a legal practitioner assist with Where a legal practitioner is present and participates in the mediation formalising agreement? sessions. Please use the certificate categories in the Family Law (Family Dispute Section 60I certificate type Resolution Practitioners) Regulations 2008 Regulation Schedule 1 (a) to (e). This item is related to the Section 60(I) certificate question and records the Date of certificate issued date the Section 60(I) certificate was issued.

Appendix B: Program Activity Guidance – 7 March 2018 53 Parenting Orders Program

Description:

Parenting Orders Program assists separating families in high conflict to work out parenting arrangements in a manner which encourages consideration of what is in a child’s best interests. The program allows the establishment or maintenance of relationships while also ensuring the safety of all parties. It helps parents understand the effect their conflict is having on their children, and how to develop strategies to constructively develop and manage parenting arrangements. Who is the primary client?

Primary clients for this program activity are children and families. Parenting Orders Program uses a variety of child-focused and child inclusive interventions and works where possible with all members of the family. Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients who are present but not directly receiving a service. Should unidentified ‘group’ clients be recorded?

The Parenting Orders Program has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

Providers can create a separate case for each family group. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate Cases, providers should use other identifying descriptions, such as ‘FamilyA24’ or ‘Family Group 26’. What areas of SCORE are most relevant? Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

Circumstances Goals Satisfaction Community . Age-appropriate development All six Goal outcomes All three Satisfaction . Group / community are relevant for this outcomes are knowledge, skills, . Family functioning program activity relevant for this behaviours to better . Mental health, wellbeing and self-care program activity address their own needs . Personal and family safety

Assessing a client in an initial session to determine needs, undertaking screening and Intake and Assessment risk assessment. Provision of referrals to another Family Law service or other relevant Information / Advice / Referral Commonwealth or State family service. Workshops and training to educate separating families about post separation Education and Skills training parenting, conflict, dispute resolution and communication skills, and improving post-separation relationships.

Working through a particular issue such as relationship, separation and parenting Counselling concerns, as delivered by an industry recognised qualified staff member. Services helping parents affected by separation relationship issues sort out their Dispute Resolution disputes with each other especially post separation arrangements for children. May include financial arrangements or a child inclusive practice session. Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a court Advocacy / Support appearance or to prepare court documents such as reports or responding to subpoenas. Sessions delivered away from an outlet such as a park, a client’s home or other Outreach alternative venue.

Appendix B: Program Activity Guidance – 7 March 2018 55 Specific Family Law Service Activity Questions: Field Description

Did a legal practitioner assist with formalising Where a legal practitioner is present and participates in the mediation agreement? sessions. Please use the certificate categories in the Family Law (Family Dispute Section 60I certificate type Resolution Practitioners) Regulations 2008 Regulation Schedule 1 (a) to (e). This item is related to the Section 60(I) certificate question and records the Date of certificate issued date the Section 60(I) certificate was issued.

Appendix B: Program Activity Guidance – 7 March 2018 56 Supporting Children after Separation

Description:

The Supporting Children after Separation Program aims to support the wellbeing of children under the age of 18 years experiencing separated or separating families, and difficult family relationships. The program assists children to address relationship issues arising from these circumstances and provides opportunities for them to participate in decisions that impact upon them.

Supporting Children after Separation Program services provide a range of age appropriate interventions including individual counselling and group work for children. Services can also facilitate access to child inclusive practice as a component of family dispute resolution where assessed as appropriate. Who is the primary client?

Primary clients for this program activity are children and families. What are the key client characteristics?

. Persons identifying as Aboriginal and / or Torres Strait Islander

. Persons identifying as having a condition, impairment or disability Who might be considered ‘support persons’?

For this program activity, support persons may include families of clients (who are present but not directly receiving a service), or a case or support worker. Should unidentified ‘group’ clients be recorded?

Supporting Children after Separation provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

This program may include the provision of group work for children; however providers should collect individual client details where possible.

Providers can create a separate case for each family group. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate Cases, providers should use other identifying descriptions, such as ‘FamilyA24’ or ‘Family Group 26’. What areas of SCORE are most relevant? Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

Circumstances Goals Satisfaction Community . Age-appropriate development All six Goal outcomes All three Satisfaction . Group / community are relevant for this outcomes are knowledge, skills, Appendix B: Program Activity Guidance – 7 March 2018 57 Circumstances Goals Satisfaction Community . Family functioning program activity relevant for this behaviours to better program activity address their own . Mental health, wellbeing and self-care needs

Assessing a client in an initial session to determine needs, undertaking Intake and Assessment screening and risk assessment. Provision of referrals to another Family Law service or other relevant Information / Advice / Referral Commonwealth or State family service. Workshops and training to educate separating families about post separation Education and Skills training parenting, conflict, dispute resolution and communication skills, and improving post-separation relationships.

Working through a particular issue such as relationship, separation and Counselling parenting concerns, as delivered by an industry recognised qualified staff member. Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a Advocacy / Support court appearance or to prepare court documents such as reports or responding to subpoenas. Sessions delivered away from an outlet such as a park, a client’s home Outreach or other alternative venue.

Appendix B: Program Activity Guidance – 7 March 2018 58 Financial Wellbeing and Capability

The Financial Wellbeing and Capability activity provides, in partnership with community organisations, support to vulnerable individual, families and communities to improve their financial capability, resilience and lifetime wellbeing. People can acquire budgeting and financial literacy skills to help navigate through debt and learn strategies to better manage their money and become financially independent.

Services included under the activity provide crisis support, broad financial capability building services, financial counselling and access to microfinance products. Services are free, voluntary and confidential and generally delivered by community organisations.

The following program activities are included in Financial Wellbeing and Capability;

 Commonwealth Financial Counselling and Capability

 Financial Counselling and Financial Capability Cape York

 Financial Counselling and Financial Capability IM Hubs

 Financial Counselling for Problem Gamblers

 Financial Counselling Helpline

 Financial Crisis and Material Aid – Emergency Relief

 Financial Resilience

Appendix B: Program Activity Guidance – 7 March 2018 59 Commonwealth Financial Counselling and Capability

Description:

Commonwealth Financial Counselling helps people in financial difficulty to address their financial problems and make informed choices. Financial Counsellors provide direct case work or one-on-one intensive support, including the provision of information, advocacy and / or negotiation, referrals to other services, community education and networking/liaison with relevant service providers. Financial Capability workers deliver financial literacy education, information and coaching and maintain a strong focus on supporting consumers to change their behaviour and ‘learn by doing’. Who is the primary client?

This is a universal service and may be accessed by all clients. In most circumstances clients will be aged over 12. Where children are independent from adult care they are considered the client. What are the key client characteristics?

. Participating in Income Management (service priority)

. Persons and families who are unemployed, ill, studying and / or experiencing financial distress

. Persons receiving government payments, pensions or allowances and / or have low or no income

For this program activity, support persons may include a case or support worker. Should unidentified ‘group’ clients be recorded?

Commonwealth Financial Counselling and Capability provides face-to-face support where clients are known to the service and ongoing relationships are formed, therefore no clients (0%) should be recorded as unidentified.

Circumstances Goals Satisfaction Community . Employment, education and training All six Goal outcomes All three Satisfaction All three Community are relevant for this outcomes are outcomes are relevant . Family functioning program activity relevant for this for this program activity . Managing money program activity . Material Wellbeing Appendix B: Program Activity Guidance – 7 March 2018 60 Circumstances Goals Satisfaction Community . Mental health, wellbeing and self-care

Gathering information on a client’s needs, assessing eligibility, matching clients to Intake and Assessment services available, initial assessment of an individual’s financial literacy/ability to budget. Provision of standard advice/guidance or information in relation to a specific topic, such as consumer rights, fee free bank accounts, online financial literacy training, Information / Advice / Referral whether a financial counsellor may be required, and / or hardship programs. Please note for Commonwealth Financial Counselling, ‘advice’ does not refer to financial or legal advice. Assisting clients in learning or building knowledge and skills about a topic, such as one-to-one and group financial literacy training, workshops, budget development Education and Skills Training training, workshops aimed to build self-confidence in speaking effectively with creditors. Working with clients to improve particular issues such as relationship or financial Counselling concerns, face-to-face or via the National Debt Helpline. Advocating on a client’s behalf to another entity such as a government body or other organisation. This could include assistance in completing a hardship Advocacy / Support application form, searching for an appropriate bank account, providing support to a client self-advocating, advocating on behalf of a client to a bank, debt collector or energy company. Development of a communities skills or understanding on topics (i.e.: consumer rights, fee free banking, payday lenders), running community education workshops, Community Capacity Building community engagement activities with gambling venues and other community services. Providing access for vulnerable people to safe and affordable financial products. For use when assisting an individual to complete a No Interest Loans Scheme (NILS) Access to Money (Loans) form to be submitted to a NILS provider (NILS providers should report against this category under their separate DEX report) or assisting the families or partners of problem gamblers to access safe finance such as NILS.

Appendix B: Program Activity Guidance – 7 March 2018 62 Financial Counselling and Financial Capability Cape York

Description:

Financial Counselling and Financial Capability Cape York services may help people to build longer-term capability to budget and manage their money better and make informed choices. This may include the delivery of financial literacy education, information and coaching and maintains a strong focus on supporting consumers to change their behaviour and ‘learn by doing’. Organisations may also deliver the Indigenous Home Ownership Education package (IHOME) designed to deliver workshops to Indigenous people looking to purchase or build their own home on Indigenous land. Who is the primary client?

This is a universal service and may be accessed by all clients. What are the key client characteristics?

. Persons aged 12 years and above

. Persons living in crisis, emergency or transition accommodation and / or identify as homeless

For this program activity, support persons may include families of clients such as children, parents or guardians who are present but not directly receiving a service. Should unidentified ‘group’ clients be recorded?

Financial Counselling and Financial Capability Cape York provides support where clients are known to the service and ongoing relationships are formed, therefore no clients (0%) should be recorded as unidentified.

Circumstances Goals Satisfaction Community . Age-appropriate development All six Goal outcomes NO Satisfaction All three Community . Community participation and networks are relevant for this outcomes are outcomes are relevant program activity relevant for this for this program activity . Employment, education and training program activity

Appendix B: Program Activity Guidance – 7 March 2018 63 Circumstances Goals Satisfaction Community . Family functioning . Managing money . Material Wellbeing . Mental health, wellbeing and self-care

Gathering information on clients' needs, matching clients to services, initial Intake and Assessment assessment of client’s financial literacy and ability to budget.

Provision of standard advice on a specific topic, guidance or information on a Information / Advice / Referral specific topic, advice on addressing a client’s immediate crisis, referrals on to another service such as financial counselling, emergency relief, Centrelink etc. Assisting a client in learning or building skills, delivery of financial literacy training or workshops and Indigenous Home Ownership Education (IHOME) training, one- Education and Skills Training on-one budget training development or budget management training, building confidence to self-advocate or how to most effectively speak to creditors. Delivered by an industry recognised, qualified staff member. Provision of Counselling counselling to individuals and families in relation to financial and relationship concerns. Advocating on a client’s behalf to another entity such as a bank or government body, supporting individuals to self-advocate (e.g. when making a phone call), Advocacy / Support assisting a person to complete application forms such as hardship applications or bank account forms. Delivery of information sessions designed to inform communities about topics such Community Capacity Building as consumer rights, fee free banking and payday lenders. Providing financially vulnerable people with access to safe and affordable financial products including no interest loans. Access to Money (Loans) Assisting individuals to complete a No Interest Loans Scheme (NILS) form to be submitted to a NILS provider (NILS providers should report against this category under their separate NILS DEX report).

Appendix B: Program Activity Guidance – 7 March 2018 65 Financial Counselling and Financial Capability IM Hubs

Description:

Financial Counselling and Financial Capability services may help people to build longer-term capability to budget manage their money better and make informed choices. This may include the delivery of financial literacy education, information and coaching with a strong focus on supporting consumers to change their behaviour and ‘learn by doing’. In specific areas, organisations may also deliver the Indigenous Home Ownership Education (IHOME) package designed to deliver workshops to Indigenous people looking to purchase or build their own home on Indigenous land.

Includes both Hub and Hub Plus locations. Who is the primary client?

. Persons and families who are unemployed, ill, studying and / or experiencing financial distress Persons receiving government payments, pensions or allowances and / or have low or no income . Persons living in crisis, emergency or transition accommodation and / or identify as homeless

Support persons are not applicable for IM Hubs. Should unidentified ‘group’ clients be recorded?

IM Hubs provides support where clients are known to the service and ongoing relationships are formed, therefore no clients (0%) should be recorded as unidentified.

Circumstances Goals Satisfaction Community . Community participation and networks All six Goal outcomes All three Satisfaction All three Community are relevant for this outcomes are outcomes are relevant . Employment, education and training program activity relevant for this for this program activity Appendix B: Program Activity Guidance – 7 March 2018 66 Circumstances Goals Satisfaction Community . Family functioning program activity . Managing money . Material Wellbeing . Mental health, wellbeing and self-care

Gathering information on clients' needs, matching clients to services, initial Intake and Assessment assessment of client’s financial literacy and ability to budget.

Provision of standard advice on a specific topic, guidance or information on a specific topic (consumer rights, fee free banking, online financial literacy, hardship Information / Advice / Referral programs etc.), advice on addressing a client’s immediate crisis, referrals to another service such as financial counselling, emergency relief, Centrelink etc.

Assisting a client in learning or building skills, delivery of financial literacy training or workshops and IHOME training, one-on-one budget training development, budget Education and Skills Training management training, building confidence to self-advocate and speak effectively to creditors.

Delivered by an industry recognised, qualified staff member. Provision of Counselling counselling to individuals and families in relation to financial and relationship concerns.

Advocating on a client’s behalf to another entity such as a bank or government body, supporting individuals to self-advocate (e.g. when making a phone call), Advocacy / Support assisting a person to complete application forms such as hardship applications or bank account forms.

Delivery of information sessions designed to inform communities about topics such Community Capacity Building as consumer rights, fee free banking and payday lenders.

Providing financially vulnerable people with access to safe and affordable financial products including no interest loans. Access to Money (Loans) Assisting individuals to complete a No Interest Loans Scheme (NILS) form to be submitted to a NILS provider (NILS providers should report against this category under their separate NILS DEX report).

Appendix B: Program Activity Guidance – 7 March 2018 67 Financial Counselling for Problem Gamblers

Description:

Financial Counselling for Problem Gamblers helps people in financial difficulty to address their financial problems and make informed choices. Specialist Financial Counsellors provide one-on-one counselling to clients affected by problem gambling, including the provision of information, advocacy and / or negotiation, referrals to other services, community education and networking/liaison with relevant service providers. In addition to this, organisations also aim to provide outreach services and education and work collaboratively with gaming venues and state and territory funded problem gambling services. Who is the primary client?

. Persons dealing with problem gambling, their partners and family members

Support persons are unlikely to be relevant for Financial Counselling for Problem Gamblers.

Should unidentified ‘group’ clients be recorded?

Financial Counselling for Problem Gamblers provides face-to-face support where clients are known to the service and ongoing relationships are formed, therefore only a limited number should be recorded as unidentified in any reporting period.

For this program activity, applicable examples of where use of unidentified ‘group’ clients may be appropriate include community capacity building or venue visits, where attendees are general members of the public or gaming facility staff and it is impractical or inappropriate to collect registration information that would allow participants to have a client record created in the Data Exchange. Unidentified ‘group’ clients should be avoided where possible, as they only provide an aggregate count and have no related information such as cultural and linguistic, indigenous, or disability demographics.

Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. How could cases be set up? There is no formal case structure recommended for this program activity. Service providers should create cases that reflect their own administrative processes.

Appendix B: Program Activity Guidance – 7 March 2018 68 What areas of SCORE are most relevant?

Circumstances Goals Satisfaction Community

. Family functioning . Changed knowledge and access to . The service listened . Organisations’ . Managing money information to me and knowledge, skills and practises to better . Material Wellbeing . Changed behaviours understood my respond to the needs . Changed confidence to make own issues . Mental health, of the targeted decisions wellbeing and . I am better able to clients /communities self-care . Changed engagement with relevant deal with issues that support services I sought help with . Changed impact of immediate crisis

For this program activity, when should each service type be used? Note: The service type describes the main focus for the session being delivered. If a session covers multiple service types the most relevant one should be chosen either on the basis of the majority of time spent focusing on the particular service type or the main way an outcome was achieved.

Gathering information on clients' needs, matching clients to services, initial assessment Intake and Assessment of financial literacy/ability to budget or assess the seriousness of their situation. Provision of standard advice/guidance or information in relation to a specific topic, such Information / Advice / Referral as one-to-one budget development, accessing hardship programs, budget management training, and information about services in gambling venues. Assisting a client in learning or building skills about a topic, such as budget development Education and Skills Training training, self-advocacy and training staff at gambling venues. Working with clients to improve particular issues, relationship or financial concerns, Counselling supporting the families or partners of problem gamblers, either face-to-face or via the National Debt Helpline. Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as a court Advocacy / Support appearance. This category includes negotiation alongside, or on behalf of, the client (e.g. with creditors). Development of a community’s skills/understanding on topics such as consumer rights, Community Capacity Building fee-free banking, and payday lenders. Includes community education workshops, working with gaming venues and state and territory funded problem gambling services.

Venue Visits Visiting gaming or entertainment facilities to support/educate clients and staff.

Providing access for vulnerable people to safe and affordable financial products not Access to Money (Loans) available through mainstream providers. Assisting the families or partners of problem gamblers to access safe finance such as No Interest Loans Scheme (NILS).

Appendix B: Program Activity Guidance – 7 March 2018 69 Financial Counselling Helpline

Description:

The National Debt Helpline helps people in financial difficulty to address their financial problems and make informed choices. Financial Counsellors provide direct case work or one-on-one intensive support, including the provision of information, advocacy and / or negotiation, referrals to other services, community education and networking/liaison with relevant service providers. This telephone service expands the reach of financial counselling to people who are unable, or perhaps reluctant, to use face-to-face services and provides an alternate source of service delivery when face-to-face services are unavailable (e.g. geographic location, high demand, or an area is affected by a natural disaster). Who is the primary client?

This is a universal service and may be accessed by all persons. What are the key client characteristics?

. Who might be considered ‘support persons’?

. Support persons are not applicable for calls to the Financial Counselling Helpline. . Should unidentified ‘group’ clients be recorded?

. The National Debt Helpline provides a variety of services. Where clients are known to the service, registration of some kind is taken, and ongoing relationships are formed, these clients should have a client record created within the Data Exchange. Where clients are unknown to the service, such as instances of calling in for a quick referral/inquiry or phone number, these calls can be captured as unidentified ‘group’ clients.

. Unidentified ‘group’ clients should be avoided where possible, as they only provide an aggregate count and have no related information such as cultural and linguistic, indigenous, or disability demographics. Therefore it is expected that 20% of clients or less would be recorded as unidentified in any reporting period.

. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. . How could cases be set up?

. There is no formal case structure recommended for this program activity. However, service providers may wish to create cases that reflect services delivered via the Helpline, for example; ‘Quick Referrals’. . What areas of SCORE are most relevant?

. Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

. Circumstances . Goals . Satisfaction . Community . Employment, education and training . All six Goal . All three . All three outcomes are relevant Satisfaction outcomes Community outcomes Appendix B: Program Activity Guidance – 7 March 2018 70 . Circumstances . Goals . Satisfaction . Community . Family functioning for this program activity are relevant for this are relevant for this program activity program activity . Managing money . Material Wellbeing . Mental health, wellbeing and self-care

Appendix B: Program Activity Guidance – 7 March 2018 71 . For this program activity, when should each service type be used? . Note: The service type describes the main focus for the session being delivered. If a session covers multiple service types the most relevant one should be chosen either on the basis of the majority of time spent focusing on the particular service type or the main way an outcome was achieved.

. Service Type . Example

. Gathering information on clients' needs, assessing eligibility, matching . Intake and Assessment clients to services available, initial assessment of client’s financial literacy and ability to budget.

. Provision of standard advice/guidance or information in relation to a . Information / Advice / specific topic, such as consumer rights, hardship programs, suggestions of Referral an initial approach to address immediate financial crisis, and / or advice on where to find more information.

. Assisting a client in learning or building skills, such as a budget . Education and Skills Training development, one-to-one budget training, or self-advocacy to speak effectively to creditors.

. Working with clients to improve particular issues such as relationship or . Counselling financial concerns.

. Advocating on a client’s behalf to another entity such as a government body or other organisation. For Financial Counselling this could include . Advocacy / Support advocating with creditors including banks, debt collectors and energy companies.

. Community Capacity . Development of a communities skills or understanding on topics such as Building consumer rights, fee free banking and payday lenders. .

Appendix B: Program Activity Guidance – 7 March 2018 72 . Financial Crisis and Material Aid - Emergency Relief

. Description:

. Organisations delivering Emergency Relief provide immediate financial and / or material support to people in crisis. Access to Emergency Relief is considered universal and is a safety net for people experiencing financial distress or hardship and who have limited means or resources to help them alleviate their financial crisis. . Who is the primary client?

. This program is a universal service that provides support to families and children. In most circumstances clients will be aged over 12. Where children are independent from adult care they are considered the client.

. What are the key client characteristics?

. Persons participating in Income Management (service priority)

. Persons receiving government payments, pensions or allowances

. Recording support persons is voluntary; staff can record support persons if they feel it’s relevant. Instructions on how to record them in the web-based portal can be found on the Data Exchange website.

. For this program activity, support persons may include children of clients (who are present but not directly receiving a service), or a case or support worker.

. Should unidentified ‘group’ clients be recorded?

. Emergency Relief provides face-to-face support where clients are known to the service and ongoing relationships are formed, therefore no clients (0%) should be recorded as unidentified.

. Service providers should create cases that reflect their own administrative processes. A separate case can be created for each activity delivered, for example:

. Case ID = Food Vouchers

. For organisations with large numbers of clients, a further month range can be specified for easier navigation of the web-based portal, for example: Case ID = Food Vouchers – January . What areas of SCORE are most relevant?

. Circumstances . Goals . Satisfaction . Community . Employment, education and training . All six Goal . All three . All three outcomes are relevant Satisfaction outcomes Community outcomes . Family functioning for this program activity are relevant for this are relevant for this Appendix B: Program Activity Guidance – 7 March 2018 73 . Circumstances . Goals . Satisfaction . Community . Housing program activity program activity . Personal and family safety . Physical health . Managing Money . Material wellbeing . For this program activity, when should each service type be used?

. Note: The service type describes the main focus for the session being delivered. If a session covers multiple service types the most relevant one should be chosen either on the basis of the majority of time spent focusing on the particular service type or the main way an outcome was achieved.

. Intake and Assessment . Initial contact to discuss and assess the clients’ needs.

. Information and / or general advice relevant to the clients’ needs, provide . Information / Advice / information about and / or referral of clients to other services such as Referral financial counselling, problem gambling help, drug and alcohol counselling, mental health services, Centrelink, housing services etc.

. Basic help with how to manage money e.g. delivering budgeting sessions . Education and Skills Training or running cooking classes so clients don’t rely on take away food.

. Supporting clients on an immediate needs basis. For services providing intensive support this may include help filling out forms. For Emergency . Advocacy / Support Relief, this category includes intensive support (as defined in FWC Program Information)

. Provision of Emergency Relief to help strengthen communities e.g. . Community Capacity working with schools on a breakfast program for children. Community Building capacity activities are delivered to a group of people rather than an individual.

. Food Parcels & Food . Provide food parcels, food vouchers and supermarket vouchers to clients. Vouchers

. Provide help with non-food material aid such as clothing, bedding and . Material Goods household items.

. Assistance to help pay for medical bills and / or chemist vouchers for . Health Care Assistance medication.

. Transport Assistance . Provide bus, train, fuel vouchers.

. Utility Bills Assistance . Help with payment of bills such as gas, electricity, water, telephone.

. Rent / Mortgage Assistance . Help with rent or mortgage costs.

. Where multiple forms of aid are provided in the one session, including . Material Aid food parcels, vouchers, clothing bedding and / or household items.

. Where a client is being case managed or receiving intensive support . Intensive Support services. Appendix B: Program Activity Guidance – 7 March 2018 74 . Financial Resilience

. Description:

. Financial Resilience, or microfinance, provides financially vulnerable people with access to safe and affordable financial products including no interest loans, low interest loans, microenterprise development loans and matched savings that are not available through mainstream providers of financial services. These products are offered as an alternative to other high risk, high interest products such as payday loans. These products are provided in conjunction with financial literacy training to improve capacity and self-reliance; assisting clients to build assets, savings and commence on pathways to financial inclusion.

. Who is the primary client?

. This is a universal service and may be accessed by all persons on a low income.

. For this program activity, support persons may include families or children of clients who are present but not directly receiving a service. . Should unidentified ‘group’ clients be recorded?

. Financial Resilience provides support where clients are known to the service and ongoing relationships are formed, therefore no clients (0%) should be recorded as unidentified.

. There is no formal case structure recommended for this program activity. However, providers can create a separate case for each individual accessing service. This means that even if a client accesses one or more services (such as NILS and StepUP) all sessions related to that individual are recorded within a case assigned to them. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286.

Appendix B: Program Activity Guidance – 7 March 2018 75 . What areas of SCORE are most relevant?

. Satisfactio . Communit . Circumstances . Goals n y . Community participation and networks . All six Goal . All three . All three outcomes are relevant Satisfaction Community . Employment, education and training for this program outcomes are outcomes are . Family functioning activity relevant for this relevant for this program activity program activity . Managing money . Mental health, wellbeing and self-care . Personal and family safety . Physical Health

. For this program activity, when should each service type be used?

. Note: The service type describes the main focus for the session being delivered. If a session covers multiple service types the most relevant one should be chosen either on the basis of the majority of time spent focusing on the particular service type or the main way an outcome was achieved.

. Microfinance loan interview for No Interest Loans Scheme (NILS) and StepUP, . Intake and Assessment enrolment with Saver Plus, initial meeting with a Community Development Financial Institution (CDFI) and pre-business planning.

. Provision of standard advice, guidance or information on a specific topic, referrals on to another service such as financial counselling, emergency relief, Centrelink etc. . Includes following up existing loans that are not currently being paid. . Information / Advice / Referral . Includes following up people who have stopped savings for a period of time or stopped attending MoneyMinded training. . For CDFIs, includes providing clients with information or advice on certain business topics such as tendering, staffing etc and referrals on to specialist services (accounting, legal, insurance and telecommunications).

. Building knowledge or skills about a topic relevant to the client's circumstance, such as financial literacy training, MoneyMinded sessions, one- . Education and Skills on-one business education or group training workshops as well as assisting Training clients in re-engaging with the education system. For CDFI’s, includes development of business skills such as cash flow planning, record and book keeping.

. Advocating on behalf of a client to a government body or other organisation . Advocacy / Support such as Centrelink or real estate company, supporting a client in a particular circumstance such as negotiating with a supplier.

Appendix B: Program Activity Guidance – 7 March 2018 76 . Service Type . Example

. For Saver Plus, this includes additional support and encouragement to save. . Mentoring / Peer For CDFI’s, this includes business mentoring provided to vulnerable Support individuals throughout the development of a microenterprise, including business review and post establishment.

. Provide access to NILS or StepUP loan for any essential goods or services, provide a loan for material goods/household items, healthcare assistance or transport. This service type should only capture signing a loan contract for a new loan; the follow up of a loan should be recorded as information/advice/referral. This service type includes repeat borrowers accessing new loans for essential goods or services. . Access to Money (Loans) . This service type does not apply to matched savings payments for Saver Plus. . This service type does not apply to following up on existing loans that are not currently being paid. . This service type does not cover business loans for microenterprise development.

. Provide assistance with non-food material aid, such as clothing, bedding and . Material Goods household items. . This does not include loans issued for these purposes.

. Provide health-related assistance such as chemist vouchers or part payment . Health Care Assistance of medical bills. . This does not include loans issued for these purposes.

. Provide assistance with transport-related costs, such as bus passes or petrol . Transport Assistance vouchers. . This does not include loans issued for these purposes.

. Provide assistance with payment of bills such as gas, electricity or telephone. . Utility Bills Assistance . This does not include loans issued for these purposes.

. Rent / Mortgage . Provide assistance with payment of rent or mortgage costs. Assistance . This does not include loans issued for these purposes.

. Referring clients to employment providers (such as jobactive), employment . Facilitate Employment opportunities, assisting clients to move into employment, including self- Pathways employment.

. Access to Money – . In relation to Saver Plus, the issuing of a matched savings payment. Matched Savings

. Includes business loans for microenterprise development, facilitating access to a business loan. This only captures signing a loan contract for a new loan; . Access to Money – the follow up of a loan should be recorded as information/advice/referral. Business Loan This service type includes repeat borrowers accessing new loans for microenterprise development.

. Includes development and / or review of a business plan and related items, . Business Planning such ABN and name registration, governance, risk analysis and development of a marketing plan. .

Appendix B: Program Activity Guidance – 7 March 2018 77 .

o National Initiatives

. The National Initiatives aim to achieve positive outcomes for families, women and their children by working across sectors to improve the safety and wellbeing of children, advancing gender equality and reducing violence against women and their children. This activity also recognises the support to eligible victims of human trafficking, slavery and slavery-like practices including forced labour and marriage.

. The following program activities are included in National Initiatives;

 Building Capacity in Australian Parents

 Domestic Violence Response Training (DV-alert)

 Keeping Women Safe in Their Homes

 Local Support Coordinators

 National Plan to Reduce Violence Against Women and their Children

 Safe Technology for Women

 Support for Family Saftey in the Kimberly .

Appendix B: Program Activity Guidance – 7 March 2018 78 . Building Capacity in Australian Parents

. Description:

. The Building Capacity in Australian Parents (BCAP) initiative aims to trial ways to build parenting skills and strengths based parenting behaviours in the target group of expectant parents and parents whose children are aged up to two years old (the first 1000 days for a child). There will be a particular focus on building on existing service systems and testing what supports help vulnerable families that face significant or multiple disadvantages.

. Expectant parents and parents that have at least one child aged less than two years of age. This program will also provide capacity building skills to organisations that work with parents.

. Persons identifying as having a condition, impairment or disability

. Persons residing in a low Socio-Economic Indexes for Areas . . Who might be considered ‘support persons’?

. For this program activity, support persons may include families, parents or guardians of clients, a community leader, mentor or carer (who are present but not directly receiving a service).

. This program has no use for unidentified clients. This program provides face-to-face contact with parents on initial assessment to determine eligibility. If eligible, the client will then receive regular text message with relevant information for that client. For organisational capacity building activities, participants will be asked to register for training, so that local coordinators can develop cohesive local learning networks.

. Therefore it is expected that 0% of your clients should be recorded as unidentified ‘group’ clients in each reporting period.

. There is no formal case structure recommended for this program activity. Providers should create cases that reflect individual project activities on the ground.

. What areas of SCORE are most relevant?

Appendix B: Program Activity Guidance – 7 March 2018 79 . Satisfa . Circumstances . Goals . Community ction . Family functioning . Changed knowledge and . All . Community structures and access to information three networks to respond to the needs . Material wellbeing Satisfaction of targeted clients / communities . Changed skills . Mental health, wellbeing outcomes are . Organisations knowledge, skills and and self-care . Changed behaviours relevant for this program activity practices to better respond to the . Personal and family . Changed engagement with needs of the targeted clients / safety relevant support services communities . For this program activity, when should each service type be used?

. Initial meeting with clients to gather information and confirm their . Intake and Assessment eligibility and suitability for the voluntary text messaging trial.

. Provision of standard guidance or information in relation to the Building . Information / Advice / Capacity in Australian Parents program, information about other support Referral services available or a referral to another support service.

. Developing community members and organisations’ skills and capacity to strengthen support for expectant parents and parents of young children, and to . Community Capacity work collaboratively in providing this support e.g. capacity building workshops, Building online training delivery, focus groups, and community consultations. Community capacity activities are delivered to a group or organisations rather than to families. . Providing parents and carers (as voluntary clients) with prompts to develop parenting skills and/ or information to build knowledge about pregnancy . Family Capacity Building or parenting young children. For the Building Capacity in Australian Parents trial, this service will primarily be provided through regular SMS text messages. . .

Appendix B: Program Activity Guidance – 7 March 2018 80 . Domestic Violence Response Training (DV-alert)

. Description:

. The Domestic Violence Response Training (DV-alert) program provides free, national, accredited training to community frontline workers to improve their ability to recognise and respond to signs of domestic violence, as well as refer people to the most appropriate services. The program also offers free non-accredited awareness sessions to people who provide direct service and support to the community and to members of the public.

. Primary clients for accredited training are health, allied health and community frontline workers assisting people in the community who are experiencing, or at risk of, domestic or family violence. Primary clients for DV- alert awareness sessions are members of the public or organisations. The Brother’s Standing Tall awareness session on family violence is specifically for Aboriginal and / or Torres Strait Islander men (sessions are tailored to the specific community).

. Accredited Training

. Primary clients for accredited training are health, allied health and community frontline workers assisting people in the community who are experiencing, or at risk of, domestic or family violence.

. Awareness Sessions . Primary clients for DV-alert awareness sessions are members of the public or organisations. The Brother’s Standing Tall awareness session on family violence is specifically for Aboriginal and / or Torres Strait Islander men (sessions are tailored to the specific community). . Who might be considered ‘support persons’?

. Support persons are not applicable for DV-alert.

. This program has limited use for unidentified clients. This program provides face-to-face training where clients are known to the service, therefore, it is expected that less than 5% DV-alert clients should be recorded as unidentified ‘group’ clients in each reporting period.

. There is no formal case structure recommended for this program activity. Providers can create cases that reflect individual project activities on the ground. A possible structure is State, name of training, month and year.

. Circumstan . Goals . Satisfaction . Community ces . Employment, . Changed knowledge and access to . I am satisfied with . Organisations Appendix B: Program Activity Guidance – 7 March 2018 81 . Circumstan . Goals . Satisfaction . Community ces education and information the services I have knowledge, skills and training received practices to better . Changed skills respond to the needs . Personal and . I am better able to . Changed behaviours of the targeted clients / Family Safety deal with issues I communities . Changed engagement with relevant sort help with support services . Changed impact of immediate crisis . For this program activity, when should each service type be used?

. Initial assessment and registration as part of program. Clients must register to attend . Intake and accredited training course offered in this program. There may be some instances Assessment where clients may not register for an awareness session. In most cases registration takes place for all courses offered. . General DV-alert workshops are designed to build the knowledge and capacity of community frontline workers in Australia to provide appropriate support to women and children experiencing violence in Australia. . General Workshops involve attending a two-day practical workshop where . General participants will learn how to recognise the signs of domestic and family violence, Workshop how to respond to someone experiencing domestic and family violence and what best practice methods should be used to refer people to the most appropriate support service. . To be eligible to attend, participants must work or volunteer in a community frontline capacity supporting the general community. . Multicultural DV-alert workshops are designed to build the knowledge and capacity of community frontline workers supporting multicultural communities to provide appropriate support to women and children experiencing violence in Australia. . While taking into account the unique issues and contexts faced by multicultural . Multicultural communities in Australia, participants will learn how to recognise the signs of Workshop domestic and family violence, how to respond to someone experiencing domestic violence, and what best practice methods should be used to refer people on to the most appropriate support service. . To be eligible to attend, participants must work or volunteer in a community frontline capacity supporting Multicultural communities. . Indigenous . Indigenous DV-alert workshops are designed to build the knowledge and capacity of Workshop community frontline workers supporting Aboriginal and / or Torres Strait Islander communities to provide appropriate support to women and children experiencing violence in Australia. . While taking into account the unique contexts of Aboriginal and / or Torres Strait Islander communities, participants will learn how to recognise the signs of domestic and family violence, how to respond to someone experiencing domestic violence, and best practice methods should be used to refer people on to the most appropriate support service. Lifeline engages and consults with the communities' Council of Elders, Indigenous peak organisations, and community service providers before conducting any Indigenous Workshop. Indigenous Workshops are co-delivered with recognised Indigenous trainers. Appendix B: Program Activity Guidance – 7 March 2018 82 . Service Type . Example

. To be eligible to attend an Indigenous workshop, participants must work or volunteer in a community frontline capacity supporting Aboriginal and / or Torres Strait Islander communities. . Settlement Services DV-alert workshops are designed to build the knowledge and capacity of community frontline workers in the settlement services sector supporting refugee / humanitarian communities to provide appropriate support to women and children experiencing violence in Australia. . Settlement . Settlement Workshops involve attending a two-day practical workshop where Services participants learn how to recognise the signs of domestic and family violence, how to Workshop respond to someone experiencing domestic and family violence and what best practice methods should be used to refer people on to the most appropriate support service. . To be eligible to attend, participants must work or volunteer in the settlement services sector supporting refugee / humanitarian communities in Australia . Disability DV-alert workshops are designed to build the knowledge and capacity of community frontline workers supporting Disability communities to provide appropriate support to women and children experiencing violence in Australia. . Disability Workshops involve attending a two-day practical workshop where . Disability participants learn how to recognise the signs of domestic and family violence, how to Workshop respond to someone experiencing domestic and family violence and what best practice methods should be used to refer people on to the most appropriate support service. . To be eligible to attend a Disability Workshop, participants must work or volunteer in a community frontline capacity supporting Disability communities. . DV-aware is a 2-hour awareness session that helps raise the awareness of the public around the issue of domestic and family violence. . Awareness Session – 2 hour . Participants will gain some basic knowledge and tools to recognise the signs of domestic and family violence and provide an opportunity to reflect on what they can do as an individual or group to prevent family violence. . One-Day DV-aware is a one-day awareness session that is available to the public or organisations to provide a more in depth awareness session around the issue of . Awareness domestic and family violence. Session – 1 Day . Participants will gain some basic knowledge and tools to recognise the signs of domestic and family violence and provide an opportunity to reflect on what they can do as an individual or group to prevent family violence. . Brothers Standing Tall is an awareness session on family violence specifically for Aboriginal and / or Torres Strait Islander men (sessions are tailored to the specific community). The session provides a space for Indigenous men to learn and talk about family violence and its impact on Indigenous families and start reflecting on what they . Awareness can do to prevent family violence in their community. Session – Brothers Standing Tall . Participants will gain some basic knowledge and tools to recognise the signs of domestic and family violence and provide an opportunity to reflect on what they can do as an individual or group to prevent family violence.

. E-learning Online . DV-alert E-Learning is for community frontline workers in Australia who are not able Workshop to attend a two-day face-to-face workshop. DV-alert aims to build the knowledge and

capacity of community frontline workers to provide appropriate support to women and children experiencing violence in Australia. . During the 18-hour online course, over a period of 10 weeks, participants will work at their own pace to learn how to recognise the signs of domestic and family violence, respond to someone experiencing domestic and family violence, and know about the best practice methods should be used to refer people on to the most appropriate support service. . DV-alert Tailored Workshops may be requested by not-for-profit or community organisations that support individuals and families directly. DV-alert aims to build the knowledge and capacity of community frontline workers to provide appropriate support to women and children experiencing violence in Australia. . Tailored . Tailored workshops are provided to individual organisations that request training Workshop specifically for their staff (minimum of 15 people). Across the two-day workshop, staff will learn how to recognise the signs of domestic and family violence, how to respond to someone experiencing domestic and family violence, and the best practice methods that should be used to refer people on to the most appropriate support service

Appendix B: Program Activity Guidance – 7 March 2018 85 . Keeping Women Safe in their Homes

. Description:

. Keeping Women Safe in their Homes is a program designed to undertake risk assessment, safety planning and security upgrades for women and children experiencing domestic and family violence so they can stay safe in their own homes, or a home of their choice.

. Primary clients for this program activity are women and children experiencing domestic and family violence.

. Women experiencing domestic and family violence

. Women from a cultural and linguistically diverse background

. Women identifying as Aboriginal and / or Torres Strait Islander

. Women identifying as having a condition, impairment or disability . . Who might be considered ‘support persons’?

. For this program activity, support persons may include families or children of clients who are present but not directly receiving a service.

. This program has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. There is no formal case structure recommended for this program activity. Providers should create cases that reflect individual project activities on the ground.

. Circumstances . Goals . Satisfaction . Community . Community participation and networks . All six Goal . All three . NO outcomes are relevant Satisfaction outcomes Community outcomes . Employment, education and training for this program are relevant for this are relevant for this . Family functioning activity program activity program activity . Housing . Managing money Appendix B: Program Activity Guidance – 7 March 2018 86 . Circumstances . Goals . Satisfaction . Community . Material wellbeing . Mental health, wellbeing and self-care . Personal and family safety . Physical Health . For this program activity, when should each service type be used?

. Intake and Assessment . Initial assessment as part of program including risk assessment.

. Information / Advice / . Information/advice/referral as part of program case management. Referral

. Advise clients of risk assessment outcomes and provide information on . Education and Skills Training the use and safety of newly installed personal and home security equipment.

. Working through a particular issue such as domestic violence, as . Counselling delivered by an industry recognised qualified staff member.

. Advocacy / Support . As required with partner agencies and external providers.

. Where a session is delivered in a locality away from the outlet recorded . Outreach against the case such as an alternative site, park, home or other non- standard location.

. Support actions that help the family manage their lives effectively such as: relationship building, conflict resolutions and communications, home based . Family Capacity Building support including assistance with developing family centred activities, establishing routines and practical help with tasks. . Assisting clients to become ‘job ready’ by building capabilities in . Facilitate Employment employment and education and linking clients with mainstream Pathways employment. . Improvements to make the home more secure, such as window . Basic Home Security Upgrades and door locks, screens, lighting and improving visibility. . Provision of technology to improve personal or home safety such . Technological Safety Upgrades as CCTV, monitored alarms and personal safety devices. .

Appendix B: Program Activity Guidance – 7 March 2018 87 . Local Support Coordinators

. Description:

. Local Support Coordinators deliver support and services for women affected by domestic and family violence.

This program is designed to help women navigate the service system by providing case management and facilitating the integration of the support service network. . Who is the primary client?

. Primary clients for this program activity are women and children experiencing domestic and family violence.

. Women experiencing domestic and family violence

. Local Support Coordinators have limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. There is no formal case structure recommended for this program activity. Providers should create cases that reflect the activities of the local support coordinator.

. What areas of SCORE are most relevant for this program activity?

. Circumstances . Goals . Satisfaction . Community . Community participation and networks . All six Goal . All three . NO outcomes are relevant Satisfaction outcomes Community outcomes . Employment, education and training for this program are relevant for this are relevant for this . Family functioning activity program activity program activity . Housing . Managing money

Appendix B: Program Activity Guidance – 7 March 2018 88 . Circumstances . Goals . Satisfaction . Community . Material wellbeing . Mental health, wellbeing and self-care . Personal and family safety . Physical health . For this program activity, when should each service type be used?

. Intake and Assessment . Initial assessment as part of program.

. Information / Advice / . Information/advice/referral as part of program case management. Referral

. Assisting a client in learning or building knowledge about a topic or aimed at . Education and Skills developing a skill, or enhancing a skill relevant to the client’s circumstance. Training This includes accessing education and training including re-engaging with the education system.

. Working through a particular issue such as relationship concerns or financial . Counselling concerns, as delivered by an industry recognised qualified staff member.

. Advocacy / Support . As required with partner agencies and external providers.

. Where a session is delivered in a locality away from the outlet recorded . Outreach against the case such as an alternative site, park, home or other non-standard location.

. Family capacity building should be used where the session is focused on any . Family Capacity Building support actions that help the family manage their lives effectively.

. Providing women with brokerage for immediate assistance such as moving . Material Goods costs, emergency accommodation and personal items. .

Appendix B: Program Activity Guidance – 7 March 2018 89 . National Plan to Reduce Violence against Women and their Children

. Description:

. The National Plan to Reduce Violence against Women and their Children focuses on reducing violence, increasing support, prevention measures, and supporting women who have experienced violence to rebuild their

lives as quickly as possible as part of a community‐wide initiative.

. Primary clients for this program activity are women and families who have experienced violence, particularly domestic violence, and their children.

. Women who have experienced violence, particularly domestic violence, and their children (aged 14 to 24)

. Persons who have arrived in Australia in the last five years

. Persons on a Humanitarian visa

. Persons receiving government payments, pensions allowances and / or cashless debit card holders

. This program has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Service providers should structure their cases in line with the following Program activity components:

. Respect and Responsibility Project: no recommended case structure.

. Three E’s to Freedom: a separate case should be created for each activity. In the instance of ongoing one-on- one mentoring with an individual client, a separate case should be created for each client using the client’s ID number e.g.: 1286. Appendix B: Program Activity Guidance – 7 March 2018 90 . Building Resilience Project: a separate case should be created per group.

. Resource Development Project: a separate case should be created for each organisation working in partnership to best demonstrate the contact had with each of these external organisations.

. Support for Family Safety in the Kimberley Project: a separate case should be created per group (such as a forum or a support group session). .

. Circumstances . Goals . Satisfaction . Community . Respect and . Respect and . Respect and . All projects: Responsibility Project: Responsibility Project: Responsibility Project: . Community . . . Community participation and Changed skills I am satisfied with the services structures and networks . Changed confidence to make I have received networks to respond . Employment, education and own decisions to the needs of training targeted clients/ communities . Three E’s to Freedom: . Three E’s to Freedom: . Three E’s to Freedom: . Community participation and . Changed knowledge and . I am satisfied with the services networks access to information I have received . Employment, education and . Changed skills training . Changed confidence to make . Family functioning own decisions

. Building Resilience . Building Resilience . Building Resilience Project: Project: Project: . Family functioning . Changed knowledge and . I am better able to deal with . Mental health, wellbeing and access to information issues that I sought help with self-care . Changed behaviours . Personal and family safety . Changed engagement with relevant support services

. Support for Family . Support for Family . Support for Family Safety in the Kimberley Safety in the Kimberley Safety in the Kimberley Project: Project: Project: . Mental health, wellbeing and . Changed skills . I am better able to deal with self-care . Changed behaviours issues that I sought help with . Personal and family safety . Family functioning . .

Appendix B: Program Activity Guidance – 7 March 2018 92 . For this program activity, when should each service type be used?

. Intake and . A session’s primary focus was an initial meeting with a client during which the Assessment organisation gathers information on the client’s needs and matches them to services available, and / or assesses a clients’ eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends.

. Information / . Provision of standard advice/guidance or information in relation to a specific topic Advice / Referral or where a referral was made to another service provided within or external to the organisation. . Education and . Leadership courses, pilot programs. Skills Training . Counselling . Working with clients to improve particular issues or concerns, as part of a pilot program. This service type is only to be used by the “Support for Family Safety in the Kimberley” Project . Mentoring / Peer . Industry mentors. Support . Advocacy / . Individual case manager support. Support . Community . Information resources on preventing violence, development of social media Capacity Building resources on respectful relationships. . Family Capacity . Support actions and activities that promote strong family interactions, such as Building communications, relationship building and conflict resolution. This service type is only to be used by the “Support for Family Safety in the Kimberley” Project. . Facilitate . Vocational education, support to obtain a driver’s license, work fitness, Employment Pathways communications, IT and job seeking training, advanced life skills, social skills. . Resource . Developing resources internally or in partnership with other organisations to Development encourage cultural change and reduce violence.

Appendix B: Program Activity Guidance – 7 March 2018 93 . Safe Technology for Women

. Description:

. The Safe Technology for Women program trains frontline services in how best to distribute smartphones to women experiencing domestic or family violence as part of the Safe Connections partnership program. The program trains workers and clients about how smartphones can be misused as well as how to use them safely, and even as a means to collect evidence to hold their abusers accountable. . Who is the primary client?

. Primary clients for this program activity are frontline services who assist women and children experiencing domestic and family violence.

. Organisational staff delivering services to women experiencing domestic violence and their children

. Organisational staff delivering services to women from a cultural and linguistically diverse background

. Organisational staff delivering services to women identifying as Aboriginal and / or Torres Strait Islander

. Organisational staff delivering services to women identifying as having a condition, impairment or disability

. Safe Technology for Women has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only a limited number of your clients would be recorded as unidentified ‘group’ clients in each reporting period.

. Providers can create a separate case for each individual accessing services. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients.

. For organisations that deliver services in large group settings (such as a forum or social support group), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, i.e.: Case ID = ‘Monday Women’s Group’

. Circumstances . Goals . Satisfaction . Community . Employment, education . Changed knowledge and . All three . All three and training access to information Satisfaction outcomes are Community outcomes are relevant for this program relevant for this program Appendix B: Program Activity Guidance – 7 March 2018 94 . Circumstances . Goals . Satisfaction . Community . Changed behaviours activity activity . Changed confidence to make own decisions .

. Intake and Assessment . Initial contact to discuss and assess the clients’ needs.

. Information / Advice / . Information / advice / referral as part of program case management. May Referral also include providing safe technology information to women.

. Providing frontline services with training on technology facilitated abuse in . Education and Skills relation to smartphones, and new and emerging technologies associated Training with smartphones.

. Providing frontline services that assist women with new smartphones for . Material Goods distribution. .

Appendix B: Program Activity Guidance – 7 March 2018 96 o Settlement Services

. Settlement Services delivers core settlement support for humanitarian entrants and other eligible migrants in their first five years of life in Australia. The broad aim of the Settlement Services Activity is to deliver services to migrants and humanitarian entrants that will assist them to become self-reliant and participate equitably in Australian society, with a focus on fostering social participation, economic wellbeing, independence, personal wellbeing and community connectedness.

. The following program activities are included in Settlement Services;

 Career Pathways Pilot for Humanitarian Entrants

 National Community Hubs Program

 Settlement Grants

 Youth Transition Support .

Appendix B: Program Activity Guidance – 7 March 2018 97 . Career Pathways Pilot for Humanitarian Entrants

. Description:

. The Career Pathways Pilot for Humanitarian Entrants will provide targeted, early intervention assistance to help newly arrived humanitarian entrants who have skills and / or qualifications and vocational English language proficiency. Pilot participants will receive assistance to develop and pursue a career pathway plan which will guide them in sourcing and securing satisfying employment opportunities appropriately suited to their pre-arrival work history, qualifications and / or skills. . Who is the primary client?

. Primary clients for this program activity are persons entering the country as humanitarian entrants.

. Humanitarian entrants who:

. arrived in Australia on a refugee or humanitarian visa, and have been in Australia less than 5 years

. demonstrate vocational English language proficiency

. have skills/qualifications that can be applied in the Australian workforce, is work ready, and have a desire to pursue the same or similar career in Australia; and

. are unemployed or underemployed

. For this program activity, support persons may include families of clients or community leaders / mentors (who are present but not directly receiving a service), an informal care giver, or a case or support worker.

. Settlement Services is primarily client facing where ongoing relationships are formed, therefore it is expected that none of your clients (0%) should be recorded as unidentified ‘group’ clients in each reporting period.

. Providers can create a separate case for each individual accessing service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients. . What areas of SCORE are most relevant?

Appendix B: Program Activity Guidance – 7 March 2018 98 . Circumstan . Satisfacti . Communi . Goals ces on ty . Employment, . Changed knowledge and access to information . All three . All three education and Satisfaction Community . Changed skills training outcomes are outcomes are . Changed behaviours relevant for this relevant for this program activity program activity . Changed confidence to make own decisions . Changed engagement with relevant support services . For this program activity, when should each service type be used?

. The service type describes the main focus for the session being delivered. If a session covers multiple service types the most relevant one should be chosen either on the basis of the majority of time spent focusing on the particular service type or the main way an outcome was achieved.

. Eligibility assessment. . Intake and Assessment . Enter time spent on intake and assessment (recorded in hours and minutes).

. Provision of information or career advice in relation to clients’ employment goals. Information/career advice may concern skills/qualifications recognition processes, educational and training opportunities, the local employment market, and / or identification of . Information / Advice / similar or like careers. Referral . Referral to another service provided within or external to the organisation, to assist the client to achieve their employment goals. . Enter time spent on information / advice / referral (recorded in hours and minutes).

. Educate clients about Australian job search/application requirements and / or Australian workplace culture and expectations. . Support clients to improve their job search and application skills. Focus . Education and skills training areas may include job search assistance, resume writing, communication techniques and / or presentation and interviews. . Enter time spent on education and skills training (recorded in hours and minutes)

. Advocating on a client’s behalf to an entity. . Advocacy / Support . Enter time spent on advocacy and support (recorded in hours and minutes)

. Contact between an organisation and employers . Employer Engagement . Enter time spent on employer engagement (recorded in hours and minutes)

. Facilitate Employment . Develop, populate and regularly update a Career Pathway Plan, including Pathways consideration of employment history, activities required to achieve employment goals, education and training, progress to date, networks, contacts, references and other relevant supports.

. Enter time spent on facilitating employment pathways (recorded in hours and minutes)

. Engaging, identifying and matching professional volunteer mentors to clients. . Mentoring / Peer Support . Enter time spent on mentoring / peer support (recorded in hours and minutes)

. Select this service type where financial assistance is provided to clients for costs associated with skills/qualifications recognition, up skilling or . Material Aid reskilling, or the purchase of material items to assist clients in gaining employment. . Enter total cost in the fees charged field in whole dollars GST inclusive. .

Appendix B: Program Activity Guidance – 7 March 2018 100 . National Community Hubs Program

. Description:

. Community Hubs Australia works with local communities and governments in multiple Australian states and territories to support refugees and new migrants as they achieve independence and become active community members. . Who is the primary client?

. Primary clients for this program activity are persons entering the country as humanitarian entrants, family stream migrants and dependants of skills migrants in rural and regional areas with low English proficiency.

. Humanitarian entrants and other eligible migrants who have arrived in Australia in the last five years (clients outside this time period with complex needs may also be considered)

. For this program activity, support persons may include families or children of clients (who are present but not directly receiving a service), legal representatives, community leaders, mentors, informal care givers or a case or support worker.

. Settlement Services is primarily client facing where ongoing relationships are formed, therefore it is expected that 40% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. For this program activity, applicable examples of where use of unidentified group clients maybe appropriate include large group information sessions and events; however providers should aim to collect individual client details for each participant/attendee where possible.

. Providers should create cases to reflect the sub-activities funded under Settlement Services;

. Casework / co-ordination and settlement service delivery

. Youth settlement services

. Community co-ordination and development

. Support for ethno-specific groups . What areas of SCORE are most relevant?

. Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant: .

Appendix B: Program Activity Guidance – 7 March 2018 101 . Satisfa . Comm . Circumstances . Goals ction unity . Age appropriate development . Changed knowledge and access to . All . All information three three . Community participation and networks Satisfaction Community . Changed skills . Employment, education and training outcomes are outcomes are . Changed behaviours relevant for this relevant for this . Family functioning program activity program activity . Changed confidence to make own . Housing decisions . Managing money . Changed engagement with . Material wellbeing relevant support services . Mental health, wellbeing and self-care . Physical health

. Intake and Assessment . Casework initial assessment of a client and their needs.

. Casework ongoing, group information sessions (e.g. information on health, budgeting, immigration assistance), housing assistance, ‘Living in Australia’ . Information / Advice / workshops, immigration assistance, referrals to other service, ethno- Referral specific Social Support (e.g. information sessions on mainstream / Settlement Services).

. Education and skills . Group information session focused on children and youth education, driver training education. . Sessions targeted at children or youth, and delivered in a . Child / Youth focussed group,rather than individual basis. Examples include playgroups, groups breakfast clubs and other similar services.

. Advocating on a client’s behalf with relation to housing, community or . Advocacy / Support youth advocacy. Ethno-specific social support and cultural awareness.

. Community Capacity . Ethno-specific community development including training and mentoring, Building capacity building activities for newly arrived communities.

. Outreach . Casework or group information sessions delivered in an outreach location.

. Facilitate Employment . Employment activities, group information sessions focussed on Pathways employment, such as job readiness or mentoring programs.

. Ethno-specific social support, welcome events, women’s/men’s/youth . Social Participation groups, youth camps, sporting activities, peer support groups. .

Appendix B: Program Activity Guidance – 7 March 2018 102 . Settlement Grants

. Description:

. Settlement Grants delivers core settlement support for humanitarian entrants and other eligible migrants in their first five years of life in Australia. It aims to assist eligible clients to become self-reliant and participate equitably in Australian society, while maximising the productivity of our diversity and the economic and social wellbeing of clients by enabling them to become fully functioning members of society as soon as possible. These services also assist to minimise longer-term reliance on social services. . Who is the primary client?

. Primary clients for this program activity are persons entering the country as humanitarian entrants, family stream migrants and dependants of skills migrants in rural and regional areas with low English proficiency.

. Humanitarian entrants and other eligible migrants who have arrived in Australia in the last five years (clients outside this time period with complex needs may also be considered)

. For this program activity, support persons may include families or children of clients (who are present but not directly receiving a service), legal representatives, community leaders, mentors, informal care givers or a case or support worker.

. Settlement Services is primarily client facing where ongoing relationships are formed, therefore it is expected that 40% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Providers should create cases to reflect the sub-activities funded under Settlement Services;

. Casework / co-ordination and settlement service delivery

. Youth settlement services

. Community co-ordination and development

. Support for ethno-specific groups . What areas of SCORE are most relevant?

Appendix B: Program Activity Guidance – 7 March 2018 104 . Satisfa . Comm . Circumstances . Goals ction unity . Age appropriate development . Changed knowledge and access to . All . All information three three . Community participation and networks Satisfaction Community . Changed skills . Employment, education and training outcomes are outcomes are . Changed behaviours relevant for this relevant for this . Family functioning program activity program activity . Changed confidence to make own . Housing decisions . Managing money . Changed engagement with . Material wellbeing relevant support services . Mental health, wellbeing and self-care . Physical health

. Intake and Assessment . Casework initial assessment of a client and their needs.

. Casework ongoing, group information sessions (e.g. information on health, budgeting, immigration assistance), housing assistance, ‘Living in Australia’ . Information / Advice / workshops, immigration assistance, referrals to other service, ethno- Referral specific Social Support (e.g. information sessions on mainstream and Settlement Services).

. Education and skills . Group information session focused on children and youth education, driver training education. . Sessions targeted at children or youth, and delivered in a . Child / Youth focussed group,rather than individual basis. Examples include playgroups, groups breakfast clubs and other similar services.

. Advocating on a client’s behalf with relation to housing, community or . Advocacy / Support youth advocacy. Ethno-specific social support and cultural awareness.

. Community Capacity . Ethno-specific community development including training and mentoring, Building capacity building activities for newly arrived communities.

. Outreach . Casework or group information sessions delivered in an outreach location.

. Facilitate Employment . Employment activities, group information sessions focussed on Pathways employment, such as job readiness or mentoring programs.

. Ethno-specific social support, welcome events, women’s/men’s/youth . Social Participation groups, youth camps, sporting activities, peer support groups. .

Appendix B: Program Activity Guidance – 7 March 2018 105 . Youth Transition Support

. Description:

. The Youth Transition Support Pilot builds on services provided under the Settlement Grants Youth Settlement Services component to address disengagement and marginalisation, and promote social cohesion in locations of high need. Providers deliver a suite of services that provide early intervention assistance and addresses barriers to participation in education and employment that are specific to young humanitarian entrants and other vulnerable young migrants under 25 years of age.

. Primary clients for this program activity are young refugees and other vulnerable migrants eligible for Settlement Grants under the age of 25.

. Humanitarian entrants and other eligible migrants aged under 25 who have arrived in Australia in the last five years (clients outside this time period with complex needs may also be considered)

. For this program activity, support persons may include families of clients (who are present but not directly receiving a service), legal representatives, community leaders, mentors, or informal care givers.

. Youth Transition Support is primarily client facing where ongoing relationships are formed, therefore it is expected that only 20% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Service providers should set up cases to reflect the five pillars for Youth Transition Services and case work

. Education

. Employment

. Vocational support

. Sports

. Case work

. Where service providers are delivering specific activities, the case name should include the pillar activity followed by the local activity name. For example:

. Sports – Tuesday Soccer Club Appendix B: Program Activity Guidance – 7 March 2018 106 . Where service providers are working one-on-one with an individual, the case name should include the pillar activity followed by a client’s ID number. For example: Case work – 1a7h52 .

. Satisfactio . Circumstances . Goals . Community n . Community participation . Changed knowledge and . All three . Community structures and and networks access to information Satisfaction networks to respond to the outcomes are needs of targeted clients/ . Employment, education and . Changed skills relevant for this training communities . Changed confidence to program activity make own decisions . Organisation’s knowledge, skills and practices to better respond to the needs of target clients/ communities

. Intake and Assessment . Casework - initial assessment of a client and their needs.

. Ongoing casework, referrals to other service, youth forums on a broad . Information / Advice / range of topics such as employment, education and other participation Referral pathways.

. School mentoring (e.g. tutoring and homework support groups), . Education and Skills training Vocational training, School support groups, Youth Forums focussed on education, Driver education. . Sessions targeted at children or youth, and delivered in a . Child / Youth focussed group,rather than individual basis. Examples include playgroups, groups breakfast clubs and other similar services.

. Advocacy / Support . Youth advisory committees.

. Life skill information workshops or mentoring (e.g. building confidence, . Community Capacity leadership skills, working in teams, etc.) Building . Leadership camps.

. Outreach . School based casework and group activities (e.g. mobile hub services).

. Work Experience placements, social enterprise partnerships, Job . Facilitate Employment Readiness workshops, Skills recognition, Employment mentoring, Youth Pathways Forums focussed on employment.

. Sporting activities, Youth Forums focussed on other participation . Social Participation pathways. . Appendix B: Program Activity Guidance – 7 March 2018 108 o Volunteer Management

. Volunteer Support Services provide volunteering information and support to individuals, volunteers, volunteer managers and volunteer involving organisations. These services are located in metropolitan and regional areas across Australia.

. The following program activities are included in Volenteer Management;

 Volenteer Management Activity .

Appendix B: Program Activity Guidance – 7 March 2018 109 . Volunteer Management Activity

. Description:

. The Volunteer Management Activity supports the delivery of volunteer support services and one-off innovation and collaboration projects to encourage, support and increase participation in volunteering.

. People experiencing disadvantage, in particular youth under 18 years, people who are unemployed, Indigenous Australians, people experiencing racial, cultural or religious discrimination, humanitarian entrants or new arrivals from culturally diverse backgrounds, people with disability or mental health issues and women experiencing harm or discrimination.

. Persons residing in a low Socio-Economic Indexes for Areas

. Persons residing in a rural or remote area

. Persons receiving government payment, pensions allowances and / or cashless debit card holders

. Persons and families who are unemployed, ill, studying and / or experiencing financial distress.

. For this program activity, support persons may include case or support workers, community leaders, mentors and informal care givers.

. This program activity includes services for clients and services for the community (e.g. employer organisations or community groups).

 Where services are delivered directly to clients, it is expected that 10% of clients or less should be recorded as unidentified ‘group’ clients in each reporting period;

 Where services are delivered to the community/other organisations, it is expected that 50% of clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Applicable examples of where the use of unidentified ‘group’ clients may be appropriate include large group information sessions, providing assistance to employer organisations or community groups with managing a

Appendix B: Program Activity Guidance – 7 March 2018 110 volunteer workforce and events; however providers should aim to collect individual client details for each participant / attendee where possible.

. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients.

. How could cases be set up?

. Providers can create a separate case for each individual accessing service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients. . What areas of SCORE are most relevant? . Service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

. Satisfactio . Circumstances . Goals . Community n . Community participation and . Changed knowledge and . All three . All three Community networks access to information Satisfaction outcomes are relevant . Employment, education and . Changed skills outcomes are for this program activity relevant for this training . Changed behaviours program activity . . Changed confidence to make own decisions . Changed engagement with relevant support services .

. Intake and Assessment . Initial meeting with clients to gather information.

. Information / Advice / . Provision of information, referral and support services, provide warm Referral referrals to relevant services/organisations . Developing volunteer involving organisations’ skills and capacity to support . Community Capacity volunteers, and in governance issues, raising awareness of rights and responsibilities Building of board members, training volunteers and volunteer management and supporting individuals to participate in their community as volunteers . Assisting clients to become ‘job ready’ by building capabilities in . Facilitate Employment employment skills and linking clients with volunteer opportunities that will further Pathways develop work skills. . Contact between a service provider with an employer organisation, to assist . Employer Engagement with the management of volunteers. . .

o Young People

. Young People services assist young people and their families to improve family relationships, promote family functioning, and support engagement with work, education, training and the community. This includes a focus on young people who are at risk of homelessness.

. The following program activities are included in Young People;

 Reconnect . .

Appendix B: Program Activity Guidance – 7 March 2018 112 . Reconnect

. Description:

. Reconnect is a community based early intervention program for young people 12 to 18 years and their families, who are homeless or at risk of homelessness. Reconnect uses family focused early intervention strategies to help young person stabilise their living situation, achieve family reconciliation, and improve their level of engagement with work, education, training and the community. Reconnect services provide counselling, group work, mediation and practical support to the whole family to help break the cycle of homelessness, which can begin at an early age. Service providers also purchase other services to meet the individual needs of clients, such as specialized mental health services.

. Primary clients for this program activity are young people aged 12-18 years, or 12 - 21 years of age for new arrivals to Australia.

. Persons aged 12-18 years (up to 21 for new arrivals)

. For this program activity, support persons may include families of clients (especially in the instance of family mediation) or carers of clients.

. Reconnect is primarily client facing where ongoing relationships are formed. As a prevention and early intervention program, Reconnect services can work with clients and potential clients through group work. Although some clients can be recorded as unidentified ‘group’ clients, it is expected that most clients recorded will be identified and provided with individual client goals.

. For this program activity, an example of where use of unidentified ‘group’ clients maybe appropriate include education sessions delivered in a large group setting (such as to a high school year group). Group clients should not be recorded under all other circumstances.

Appendix B: Program Activity Guidance – 7 March 2018 113 . Cases should be structured to demonstrate casework for each youth client. The Case ID should match the Client ID number, with the client (and their family members, should the organisation wish to record support persons) attached to that case.

. For organisations that deliver information or education workshops to youth clients in large group settings (such as ‘Love Bites’ to a high school year group), cases can also be created to record these sessions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, i.e.: Case ID = ‘Love Bites’

. Satisfactio . Circumstances . Goals . Community n . Community participation and . Changed knowledge and . All three . Group / community networks access to information Satisfaction knowledge, skills, . Employment, education and . Changed behaviours outcomes are behaviours to better relevant for this address their own needs training . Changed confidence to make program activity . Family functioning own decisions . Housing . Changed engagement with . Mental health, wellbeing and relevant support services self-care . Changed impact of immediate crisis

. Immediate response; contact made within 24 hours of referral to Reconnect . Intake and Assessment service. Assessment of individual situation (housing, accommodation, education, training, employment etc.). . Information / Advice / . Includes an information session, brokerage to obtain other services, or Referral referral on to another service (legal, mental health service etc.).

. Sessions targeted at children or youth, and delivered in a group rather than . Child / Youth focussed individual basis. Examples include playgroups, breakfast clubs and other groups similar services.

. Counselling . Includes one-on-one as well as family counselling sessions.

. Advocacy on behalf of the client, collaboration with other services and . Advocacy / Support specialists, collaboration with community stakeholders and networks. . Community Capacity . Group work to increase community capacity, group visits to community Building services.

. Family Mediation . Mediation to achieve reconciliation, settlement or compromise.

. Formal identification of issues, strategy development for addressing those . Goal Setting issues, stocktake of progress against agreed goals. .

Appendix B: Program Activity Guidance – 7 March 2018 115 . Table 2: Table of scenarios for Reconnect clients . Example . Table of scenarios for Reconnect clients

. Scenario: Chris is 15 years old and lives with his mum, sister and grandmother. Chris is participating in a Reconnect program and an organisation provides an intake / assessment service at his home with his family present. . Scenario 1: . Who is the Client? Chris is the client. Who is the Client? Recording clients . Action: Collect and record data on Chris in the Data Exchange, record a session and support with Chris as the client. persons. . Who is the Support Person? Chris’s mum, sister and grandmother are the support persons. . Action: Collect and record their details in the Data Exchange, record a session with Chris’s mum, sister and grandmother as attending the session as ‘support persons’.

. Scenario: Jesse is 13 years old and lives with his mum, dad, brother, uncle and cousin. Jesse has been participating in a Reconnect program and an organisation provides counselling for his mum and dad whilst Jesse is not present. Jesse’s brother, uncle and cousin are also not present for this session. . Who is the Client? Jesse is the client. . Scenario 2: . Action: Collect and record data on Jesse in the Data Exchange, record a session Who is the Client? with Jesse as the client, even though Jesse is not in attendance at this session. Recording clients and support . Who is the Support Person? Jesse’s mum and dad are the ‘support persons’. persons. . Action: Collect and record data for Jesse’s mum and dad in the Data Exchange, record a session with Chris’s mum and dad as attending the session as ‘support persons’.

Appendix B: Program Activity Guidance – 7 March 2018 116 . Outcome 3.1- Disability, Mental Health and Carers

. The Disability, Mental Health and Carers outcome provides support and community-based initiatives for people with disability, mental illness and carers, so they can develop their capabilities and actively participate in community and economic life. The program aims to provide a foundation for integrated, community led program delivery that understands and meets local needs and promotes innovation and collaboration.

. The following pages provide practical guidance on data entry for Disability, Mental Health and Carers activities.

. The following program activities are included in Disability, Mental Health and Carers;

 A Better Life

 Carers and Work

 Family Mental Health Support Services

 Individual Placement and Support Trial

o Community Mental Health Program

. This program has a focus on providing early intervention and other support through community-based initiatives to assist people with, or at risk of, mental illness, to access support, develop their capabilities, increase their wellbeing and actively participate in community and economic life. It provides accessible, responsive, high-quality and integrated community mental health services that improve the lives of people with severe mental illness, provide support for families and carers of people with a mental illness, and intervene early to assist families with children and young people affected by, or at risk of, mental illness. .

Appendix B: Program Activity Guidance – 7 March 2018 117 . A Better Life

. Description:

. A Better Life (ABLe) trial provides increased opportunities for recovery for people aged 16 years and over whose lives are affected by mental illness. ABLe assists clients in overcoming social isolation and increases their connections to the community. Participants are supported through a recovery-focused and strengths-based approach that recognises recovery as a personal journey driven by the participant. . Who is the primary client?

. Primary clients for this program activity are people aged 16 to 65, residing in a Cashless Debit Card trial location, who have a mental illness that includes drug and alcohol misuse and / or problem gambling disorders.

. Persons aged 16 to 65 years of age, who have a mental illness that includes drug and alcohol misuse and / or problem gambling disorders

. Persons issued with the Cashless Debit Card in a trial site

. Persons willing to participate in the service voluntarily, to address drug or alcohol misuse and / or problem gambling

. Priority access to the following target groups:

. Young people aged 16 to 24 years of age

. Persons who are homeless or at risk of homelessness

. Persons who have previously been institutionalised (including Forgotten Australians, care leavers and child immigrants)

. Young people leaving out-of-home care

. Persons who have been previously incarcerated

. Persons from a cultural and linguistically diverse background, including humanitarian entrants and recently arrived migrants and refugees

. For this program activity, support persons may include families, children, parents or guardians of clients, or a carer or care recipient (who are present but not directly receiving a service).

. ABLe has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. . How could cases be set up? Appendix B: Program Activity Guidance – 7 March 2018 118 . There is no formal case structure recommended for this program activity. However, providers can create a separate case for each individual accessing service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients.

. For organisations that deliver services in large group settings (such as an information session or education program), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, i.e.: Case ID = ‘Drug Rehabilitation Workshop’ . What areas of SCORE are most relevant?

. Communit . Circumstances . Goals . Satisfaction y . Community participation and networks . All six Goals . All three . All three outcomes are Satisfaction outcomes Community . Employment, education and training relevant for this are relevant for this outcomes are . Family functioning program activity program activity relevant for this program activity . Housing . Managing money . Material Wellbeing . Mental health, wellbeing and self-care . Personal and family safety . Physical health .

. Initial meeting with a client during which the organisation gathers information on the client’s needs and matches them to services available, . Intake and Assessment and / or assesses a clients’ eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends . Provision of standard advice/guidance or information in relation to a . Information / Advice / specific topic such as an information session on drug and alcohol Referral awareness, referrals to another service internal or external for example housing, Drug and Rehabilitation Centres etc.

. Assisting a client in learning or building knowledge about a topic or aimed at . Education and Skills developing a skill, such as Drug and Alcohol awareness and Problem Training Gambling addiction courses. This includes accessing education and training including re-engaging with the education system.

. Working through a particular issue such as relationship concerns or financial . Counselling concerns, personal support and family interventions and employment, as delivered by an industry recognised qualified staff member. . Advocating on a client’s behalf to an entity such as a government body, or . Advocacy / Support where support to the client was given in a particular circumstance such as a court appearance. . Provision of specialised support, information and role-modelling from a person who identifies as having lived experience of disability and / or mental health condition, or a person who is a carer of someone with a . Mentoring / Peer Support disability and / or mental health condition. . This service type is not limited to just ABLe peer support workers but can be selected for any service where the primary goal was to provide mentoring or peer support. . Assistance in applying for work/training courses, creating CV’s/resume’s/selection criteria, supporting a client at interview, . Facilitate Employment career and education development, assisting with navigating Pathways employment sites, education on preparing for an interview, practice interviews. . Provision of transport to assist clients to access services and attend . Transportation Services appointments, such as attendance at rehabilitation or other clinical services. .

Appendix B: Program Activity Guidance – 7 March 2018 120 . Carers and Work

. Description:

. Carers and Work aims to assist carers of people with mental illness to achieve their employment participation goals while maintaining, or transitioning from their caring roles. . Who is the primary client?

. Primary clients for this program activity are care givers of people with mental illness or have ceased long- term caring for a person with mental illness within the past two years. Primary clients could also be carers who are experiencing poor physical or mental health or emotional wellbeing as a direct result of the caring role. Primary clients need to have employment, education or training goals and be facing barriers to achieving these goals.

. Persons 16 to 65 years of age, currently caring for a person with a mental illness OR have ceased long-term caring for a person with mental illness within the past two years

. Persons having employment, or increased employment, and have capacity to start work or undertake preemployment education or training

. Persons needing support to transition from being a carer while seeking employment

o Young carers, particularly those under 25 years of age who are not engaged in education, training or employment

o Carers needing urgent assistance or support, including those at risk of homelessness

o Persons from a cultural and linguistically diverse background, including humanitarian entrants and recently arrived migrants and refugees

o Persons identifying as Aboriginal and / or Torres Strait Islander

. For this program activity, support persons may include families, children, or care recipients of clients (who are present but not directly receiving a service).

. Carers at Work have has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Providers can create a separate case for each individual accessing the service. To protect client privacy, family names should never be recorded in the Client ID field. To easily navigate Cases, providers should use other Appendix B: Program Activity Guidance – 7 March 2018 121 identifying descriptions, such as Client ID numbers, e.g.: 1286

. For organisations that deliver services in group settings (such as a forum or support group), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, i.e.: Case ID = ‘Monday Support Group’. .

. Communit . Circumstances . Goals . Satisfaction y . Age-appropriate development . All six Goals . All three . All three outcomes are Satisfaction outcomes Community . Community participation and networks relevant for this are relevant for this outcomes are . Employment, education and training program activity program activity relevant for this program activity . Family functioning . Housing . Material Wellbeing . Mental health, wellbeing and self-care . Personal and family safety . Physical health .

. An initial meeting with a client during which the organisation gathers information on the client’s need and matches them to services available, . Intake and Assessment and / or assesses a clients’ eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends.

. Provision of standard advice/guidance or information in relation to specific topic, such as an information session on career development, balancing . Information / Advice / caring and maintaining employment. Referrals to another service provided Referral internally or externally to the organisation, such as Housing, Child protection, Employment agencies.

. Assisting a client in learning or building knowledge about a topic or aimed . Education and Skills at developing a skill, such as career and education development, education Training on preparing for an interview, CV writing etc.

. Sessions targeted at children or youth, and delivered in a group rather than . Child / Youth focussed individual basis, such as social and recreational activities to help the young groups carer re-engage in the community, financial assistance, interpersonal skills.

. Working through a particular issue such as relationship concerns or . Counselling financial concerns, as delivered by an industry recognised qualified staff member. . Advocating on a client’s behalf to an entity such as a government body, or . Advocacy / Support where support to the client was given in a particular circumstance such as a court appearance.

. Development of community skills/cohesion or understanding of a topic or . Community Capacity subject. Community capacity activities are delivered to a group or people Building rather than an individual, such as Carer’s Week, social and recreational activities that re-engage a carer with their community.

. Provide appropriate support actions that help the carer/family manage their lives more effectively such as, practical assistance with . Family Capacity Building personal/domestic routines, financial wellbeing sessions to improve housing stability.

. Assistance in applying for work/training courses, creating . Facilitate Employment CV’s/resume’s/selection criteria, supporting a client at interview, practice Pathways interviews, time management for caring and work.

. Supporting carers to establish and maintain relationships with individuals and / or organisations that are able to provide support and services to . Carer Support maintain their own wellbeing and caring role while maintaining/improving their employment/educational opportunities. .

Appendix B: Program Activity Guidance – 7 March 2018 124 . Family Mental Health Support Services

. Description:

. Family Mental Health Support Services aims to assist improve mental health outcomes for children and young people, up to the age of 18, who are affected by, or showing early signs of mental illness. This program provides intensive, long-term, early intervention and other support for children and young people and their families; short- term information, referral and assistance for families; and community outreach and group work.

. This program activity includes:

. Family Mental Health Support Services

. Community Mental Health, Early intervention for children, young people and their families

. Early intervention support to vulnerable families with children and young people who are showing early signs of, or are at risk of developing, mental illness

. Family Mental Health Support Services supplementation to target humanitarian entrants . Who is the primary client?

. Primary clients for this program activity are children and young people up to and including 18 years of age who are affected by, or at risk of mental illness. This program is about outcomes for a child or young person, therefore the child or young person is the client.

. Children and young people, affected by, or showing early signs of mental illness up to the age of 18

. Priority access to the following target group:

o Children and young people in families experiencing homelessness, unemployment, drug and alcohol abuse, domestic violence, disability, history of trauma

o Young persons in contact with the child protection system

o Young person’s leaving out-of-home care

o Persons from a cultural and linguistically diverse background including humanitarian entrants and recently arrived migrants and refugees

o Persons identifying as Aboriginal and / or Torres Strait Islander

. For this program activity, support persons may include families, parents, guardians or carers of clients.

. Parents or family members are considered ‘support people’ even if the client doesn’t attend a session. For example:

. A parent attends a session without the client child or young person present. The session is recorded, identifying the child as the client and the parent as a ‘support person’.

. The parent is receiving support and a benefit from the service and will have a positive result, but the net effect

Appendix B: Program Activity Guidance – 7 March 2018 125 of the parent’s improvement is having a positive effect on the child.

. Clients must have suitable adults willing and able to work with them and engage in the program. This program does not work with family members, or children and young people in isolation. All assistance is provided in a whole-of-family context. .

Appendix B: Program Activity Guidance – 7 March 2018 126 . Should unidentified ‘group’ clients be recorded?

. Family Mental Health Support Services are primarily client facing where ongoing relationships are formed, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. For this program activity, applicable examples of where use of unidentified group clients maybe appropriate is information sessions or education programs. Group clients should not be recorded under all other circumstances.

. Providers can create a separate case for each family group or individual accessing services. To protect client privacy, family names should never be recorded in the Client ID field. To easily navigate Cases, providers should use other identifying descriptions, such as ‘FamilyA24’ or ‘Family Group 26’.

. Separate cases for community/group events can also be created and should reflect a description or name of the activity, e.g. ‘Workshop – handling divorce’.

. Satisfacti . Circumstances . Goals . Community on . Age-appropriate development . All six Goals . All three . Community structures outcomes are Satisfaction . Community participation and networks and networks to respond relevant for this outcomes are to the needs of targeted . Employment, education and training program activity relevant for this clients / communities program activity . Family functioning . Group / communities . Housing knowledge, skills, behaviours to better . Material Wellbeing address their own needs . Mental health, wellbeing and self-care . Personal and family safety . Physical health

. The service types below are not limited by these examples, but are a small selection of possible services that could be provided under this program activity. Always refer to your funding agreement and Operational Guidelines for additional guidance.

. Initial meeting with a client during which the organisation gathers information on the client’s needs and matches them to services . Intake and Assessment available, and / or assesses a clients’ eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends

. Provision of standard advice/guidance or information in relation to a . Information / Advice / specific topic such as an information session on grief and loss or Referral collaboration meetings with schools. Referrals to another service provided internally or externally, such as housing, child protection etc.

. Assisting a client in learning/building knowledge about a topic or aimed at developing /enhancing a skill relevant to the client’s circumstances. This . Education and Skills includes accessing education and training, re-engaging with the education Training system, emotional wisdom skills, social skills workshops, and / or mental health awareness seminars.

. Sessions targeted at children or youth, and delivered in a group,rather than . Child / Youth focussed individual basis. Examples include playgroups, breakfast clubs, school groups holiday activity groups and other similar services.

. Working through a particular issue such as relationship concerns or financial . Counselling concerns, in-home family support, grief and loss counselling as delivered by an industry recognised qualified staff member.

. Advocating on a client’s behalf to an entity such as a government body, or . Advocacy / Support where support to the client was given in a particular circumstance such as a court appearance

. Development of a communities skills/cohesion or understanding of a topic or subject. Community capacity activities’ are delivered to a group of people rather than an individual, such as Harmony Day, Karoonda Farm . Community Capacity Fair, Mental Health week, RUOK?, Mental Health Awareness at schools, Building Children’s week/day events. These types of activities should be for the purpose of building effective referral networks or as a way of initiating contact with potential participants.

. Where a session is delivered in a locality away from the outlet recorded against the case such as an alternative site, park, home or other non- standard location. As ‘Outreach’ demonstrates a delivery outlet/method . Outreach rather than a description of the service delivered, this service type is being phased out. Service providers are advised to restrict their use of this classification.

. Provision of specialised support, information and role-modelling. Mental health peer support / mentoring from someone who identifies as having a . Mentoring / Peer Support lived experience of disability and / or mental health condition. This includes carers of a person with a disability or mental health condition

. Family Capacity Building . Provide appropriate support actions that help family manage their lives effectively: relationship building, conflict resolutions and communications, Appendix B: Program Activity Guidance – 7 March 2018 128 . Service Type . Example

home based support including assistance with developing family centred activities, establish tools to increase family coping skills/knowledge, establish routines and practical help with tasks and to improve housing stability. .

Appendix B: Program Activity Guidance – 7 March 2018 129 . Individual Placement and Support Trial

. Description:

. The objective of the Individual Placement and Support Trial is to improve the educational and employment outcomes of young people with mental illness up to the age of 25, who are at risk of disengaging from education or employment and who are at risk of long-term welfare dependency. . Who is the primary client?

. Primary clients for this program activity are young person with a mental illness up to the age of 25 years requiring employment support. . What are the key client characteristics?

. Persons up to 25 years of age with a mental illness

. Persons who are an eligible client of headspace in the participating trial site

. Persons with employment, education or training goals who face barriers to achieving these goals

. Persons from a cultural and linguistically diverse background ( including humanitarian entrants and recently arrived migrants and refugees)

. For this program activity, support persons may include families, parents or guardians of clients (who are present but not directly receiving a service).

. The Individual Placement and Support Trial has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. There is no formal case structure recommended for this program activity. However, providers can create a separate case for each individual accessing service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients.

. For organisations that deliver services in large group settings (such as an information session or education program), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, i.e.: Case ID = ‘Education Workshop’

. Service providers can choose to record outcomes against any domains that are relevant for the client. For this Appendix B: Program Activity Guidance – 7 March 2018 130 program activity, the following SCORE areas have been identified as most relevant:

. Circumstances . Goals . Satisfaction . Community . All ten Circumstances . All six Goals . All three . All three Community outcomes are relevant for this outcomes are relevant for Satisfaction outcomes are outcomes are program activity this program activity relevant for this program relevant for this activity program activity . For this program activity, when should each service type be used?

. Note: A session would not be recorded in situations where a vocational specialist attends a meeting with an employer on behalf of a client and the client is not in attendance.

. Initial meeting with a client where information is gathered on the client’s needs and they are matched to services available, and / or . Intake and Assessment assessment of a client’s needs/eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends. . Provision of standard advice/guidance or information in relation to . Information / Advice / a specific topic or where a referral was made to another service Referral provided within or external to the organisation. . Assisting a client in learning or building knowledge about a topic or aimed at developing a skill, or enhancing a skill relevant to the . Education and Skills Training client’s circumstances, such as how to prepare for an interview, including appropriate attire, practice interview skills. . Sessions targeted at children or youth, and delivered in a group . Child / Youth focused groups rather than individual basis, such as school breakfast clubs.

. Counselling . Counselling and personal support of clients.

. Advocating on a client’s behalf to an entity such as a government body, . Advocacy / Support or where support to the client was given in a particular circumstance such as a court appearance.

. Assistance in applying for work/training courses, creating CV’s / . Facilitate Employment resume’s / selection criteria, supporting a client at interview, career and Pathways education development, assisting with navigating employment sites, education on preparing for an interview, practice interviews. .

o Disability and Carer Support

. The Disability and Carer Support program aims to improve access, support and services for people with disability and carers. This includes appropriate means of self-reliance, communication, education services and advocacy by providing stakeholder engagement and improving access to services and support.

. The following program activities are included in Disabilty and Carer Support;

 Consumer Directed Respite Care

 Carer Information and Support Services

 Commonwealth Respite and Carelink Centres

 Counselling, Support, Information and Advocacy: Carer Support

 Dementia Education and Training for Carers

 National Carer Counselling Program

 National Disability Advocacy Program

 NDIS Appeals – Formerly known as External Merits Review

 Young Carer Bursary Program

Appendix B: Program Activity Guidance – 7 March 2018 132 . Consumer Directed Respite Care (CDRC)

. Description:

. Consumer Directed Respite Care allows carers to take a break from their caring role and gives them more control over the design and delivery of respite services provided to them and the person/s they care for. This allows carers to make choices about the types of respite services they access and the delivery of those services, including who will deliver the services and when. . Who is the primary client?

. Primary clients for this program activity are carers.

. All eligible carers

. Carers from a cultural and linguistically diverse background

. Carers identifying as Aboriginal and / or Torres Strait Islander

. The CDRC program is targeted to assist carers who:

. Care for frail older Australians (65 years and above/50 years and above if Indigenous)

. Care for persons with dementia or challenging behaviour

. Are likely to benefit from increased choice over their carer respite services

. Have a variety of service needs that maximise the choices CDRC offers and willingly choose to participate

. Have capacity to make informed decisions

. Have capacity and ability to manage a CDRC approach by a Centre

. For this program activity, support persons may include care recipients of clients (who are present but not directly receiving a service).

. Consumer Directed Respite Care has limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that only 5% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. Providers can create a separate case for each individual carer in receipt of a CDRC package. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers, e.g.: 1286

. The care recipient may be included in cases alongside their carer; however under this program activity should only be recorded as ‘support people’ in sessions. Appendix B: Program Activity Guidance – 7 March 2018 133 .

. As a client’s reasons for seeking assistance will vary, service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

. Satisfacti . Communit . Circumstances . Goals on y . Community participation and . Changed knowledge and access to . All three . All three networks information Satisfaction Community outcomes are outcomes . Mental health, wellbeing and . Changed engagement with relevant for this are relevant self-care relevant support services program activity for this . Physical health . Changed impact of immediate program crisis activity

. Select eligible carers; assess each participating carer’s particular needs and . Intake and Assessment work with them to develop an agreed individual Respite Care Plan.

. Provide extensive, easy to access and understandable information about the services available in your region; ensure participating carers are fully . Information / Advice / aware of the possible uses of their individual CDRC package; liaise with Referral subcontracted service providers in partnership with the carer to assist the carer access services; arrange and coordinate the provision of respite care as agreed with the carer.

. Where necessary, assist participating carers to access services from . Outreach providers with which your organisation does not have a current relationship.

. Administer the individual budget for each CDRC package including arranging and coordinating the provision of respite care as agreed with the carer; . Carer Support provide the carer with a monthly account balance listing yearly expenditure to date and funds remaining.

. Within the limits of the CDRC package budget and National Respite for Carers Program (NRCP) sub-contract respite services as directed by the . Brokered Respite carer; make payments from the CDRC package budget as confirmed and authorised by the carer, and as documented in the agreed respite care plan.

. Within the limits of the CDRC package budget and NRCP program sub- contract carer support services as directed by the carer; make payments . Brokered Carer Support from the CDRC package budget as confirmed and authorised by the carer, and as documented in the agreed respite care plan. . .

Appendix B: Program Activity Guidance – 7 March 2018 135 . Carer Information and Support Services (CISS)

. Description:

. Carer Information and Support Service provides information and referral services to carers, service providers and the general public. . Who is the primary client?

. This program is a universal service that provides information and referral services to carers, the public and other service providers.

. Carers

. Service providers and other agencies or individuals

. For this program activity, support persons may include families of clients, nominated representatives, or care recipients (who are present but not directly receiving a service).

. Carer Information and Support Services is primarily client facing where ongoing relationships are formed, therefore it is expected that only 10% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. For this program activity, applicable examples of where use of unidentified group clients maybe appropriate include education sessions delivered to the general public, or anonymous callers seeking advice or referrals which may occur with 1 in 3 calls. Group clients should not be recorded under all other circumstances.

. There is no formal case structure recommended for this program activity. Providers can create a separate case for each individual accessing services. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients. For organisations that deliver services in large group settings (such as a forum, school breakfast club or promotional community event), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, i.e.: Case ID = ‘Carers Week Forum’.

Appendix B: Program Activity Guidance – 7 March 2018 136 . Circumst . Satisfac . Commu . Goals ances tion nity . All ten . Changed knowledge and access to information . All three . All three Circumstance Satisfaction Commun . Changed skills outcomes are outcomes are ity relevant for this . Changed confidence to make own decisions relevant for this outcome program activity program activity s are . Changed engagement with relevant support services relevant . Changed impact of immediate crisis for this program activity . For this program activity, when should each service type be used?

. First collection of the carer details, initial contact interview, identifying . Intake and Assessment and assessment of needs to facilitate appropriate referral pathways.

. Promotion, provision of information, general advice and / or referral . Information / Advice / services to a known carer (a person who has already completed an Referral intake/assessment).

. Coping skills training over the phone. Identifying strategies to better . Education and Skills training manage situations, up-skilling to self-manage.

. Crisis call management, emotional support provided before a referral is . Carer Support made, immediate support provided to carer in crisis. .

Appendix B: Program Activity Guidance – 7 March 2018 137 . Commonwealth Respite and Carelink Centres (CRCC)

. Description:

. Commonwealth Respite and Carelink Centres assist in the support and maintenance of caring relationships by facilitating access to information, respite care and other support appropriate to carers’ needs and circumstances. Centres provide a link to carer support services and assist carers with options to take a break through short-term and emergency respite and provide information about carer support services in their local area. . Who is the primary client?

. Centre’s carer respite and support services are targeted to assist carers of:

. Frail older Australians (65 years and above / 50 years and above if Indigenous)

. Persons with dementia, challenging behaviour, and / or a terminal illness in need of palliative care

. Persons aged 65 or younger (or 50 years and younger if Indigenous) with moderate, severe or profound disability who are living at home

. Within those target groups, Centres are expected to ensure that their services are responsive to the needs of people who have particular difficulties in accessing services, such as:

. Carers who identify as being care-leavers

. Carers living in rural or remote areas

. Carers from lower socio-economic groups

. Carers of persons who are homeless

. For this program activity, support persons may include care recipients of clients.

. Commonwealth Respite and Carelink Centres are primarily client facing where ongoing relationships are formed, therefore it is expected that only 10% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. For this program activity, applicable examples of where use of unidentified ‘group’ clients maybe appropriate is an outreach or profile-raising activity. Group clients should not be recorded under all other circumstances.

Appendix B: Program Activity Guidance – 7 March 2018 138 . How could cases be set up?

. Providers can create a separate case for each individual carer accessing the service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers, e.g.: 1286. The care recipient may be included in cases alongside their carer; however under this program activity should only be recorded as ‘support people’ in sessions. .

. Satisfacti . Communi . Circumstances . Goals on ty . Community participation . Changed knowledge and access to . All three . All three and networks information Satisfaction Communit outcomes are y . Mental health, wellbeing . Changed engagement with relevant relevant for this outcomes and self-care support services program activity are . Physical health . Changed impact of immediate crisis relevant for this program activity

. Assess the needs of primary carers and care recipients who require short- . Intake and Assessment term or emergency respite.

. Information / Advice / . Manage requests for information about respite and local carer Referral information and support services, referrals and booking services.

. Development of a communities skills/cohesion or understanding of a topic . Community Capacity or subject. Community capacity activities’ are delivered to a group of Building people rather than an individual.

. Outreach . Undertake outreach and profile raising activities.

. Planning, linking and supporting carers: supporting carers to establish and . Carer Support maintain relationships with individuals and / or organisations that are able to provide support and services.

. Short-term and emergency respite: allocate funds for respite care based . Brokered Respite on assessment of the client’s (primary carer) and support person’s (care recipient) needs. . Carer support services: allocate funds for carer support services . Brokered Carer Support based on assessment of the client’s (primary carer) and support person’s (care recipient) needs. .

Appendix B: Program Activity Guidance – 7 March 2018 140 . Counselling, Support, Information and Advocacy: Carer Support (CSIA: CS)

. Description:

. Counselling, Support, Information and Advocacy: Carer Support provides carers with assistance to understand and manage situations, behaviours and relationships associated with care needs of the person they are caring for. . Who is the primary client?

. Carers of older Australians (65 years and above / 50 years and above if Indigenous)

. Carers of persons with dementia, mental illness and / or a terminal illness in need of palliative care

. Carers of persons aged 65 or younger (or 50 years and younger if Indigenous) with moderate, severe or profound disability who are living at home

. Carers who identify as lesbian, gay, bisexual, transgender and intersex

. It is recognised that there are young carers providing significant levels of care to family members. Young carers should not be denied services on the grounds of age, but may be more appropriately serviced by the Young Carers Respite and Information Services Program or the Respite Support for Carers of Young People with Severe or Profound Disability Program, in areas where the NDIS has not transitioned.

. Counselling, Support, Information and Advocacy: Carer Support is primarily client facing where ongoing relationships are formed, therefore it is expected that only 10% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. For this program activity, applicable examples of where use of unidentified ‘group’ clients maybe appropriate is an outreach or profile-raising activity. Group clients should not be recorded under all other circumstances.

. Providers can create a separate case for each individual carer accessing the service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers, e.g.: 1286 Appendix B: Program Activity Guidance – 7 March 2018 141 . The care recipient may be included in cases alongside their carer; however under this program activity should only be recorded as ‘support people’ in sessions. .

. Satisfacti . Communi . Circumstances . Goals on ty . Community . Changed knowledge and access to . All three . All three participation and information Satisfaction Communit networks outcomes are y . Changed skills relevant for this outcomes . Mental health, . Changed confidence to make own decisions program activity are wellbeing and self-care relevant . Changed engagement with relevant support . Physical health for this services program activity

. Initial meeting with a client during which the organisation gathers information on the client’s needs and matches them to services available, and / or assesses . Intake and Assessment a clients’ eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends.

. Information / Advice / . Manage requests for carer specific information including culturally specific local Referral information and support services. . Education and Skills . Develop activities and support based on assessment of the carers needs. training . Listening and supporting carers through emotional support and informal . Counselling counselling.

. Advocacy / Support . Telephone support, peer support groups.

. Development of a communities skills/cohesion or understanding of a topic or . Community Capacity subject. Community capacity activities’ are delivered to a group of people Building rather than an individual. . Where a session is delivered in a locality away from the outlet recorded . Outreach against the case such as an alternative site, park, home or other non- standard location. . Provision of specialised support, information and role-modelling. Mental health peer support / mentoring from someone who identifies as having a lived . Mentoring / Peer Support experience of disability and / or mental health condition. This includes carers of a person with a disability or mental health condition. . Support actions that help the family manage their lives effectively such as: relationship building, conflict resolutions and communications, home based . Family Capacity Building support including assistance with developing family centred activities, establishing routines and practical help with tasks. . Carer retreats, massages, regular outings with recreational activities and / or . Carer Support educational focus. .

Appendix B: Program Activity Guidance – 7 March 2018 143 . Dementia Education and Training for Carers (DETC)

. Description:

. Dementia Education and Training for Carers provides responsive dementia education and training for carers and families of people with dementia. . Who is the primary client?

. Primary clients for this program activity are carers of persons living with dementia.

. Carers of persons living with dementia and challenging behaviour

. It is expected that only 5% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. For this program activity, applicable examples of where use of unidentified ‘group’ clients maybe appropriate include education or training sessions, outreach or profile-raising activities. Group clients should not be recorded under all other circumstances.

. Providers can create a separate case for each individual carer accessing the service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers, e.g.: 1286

. The care recipient may be included in cases alongside their carer; however under this program activity should only be recorded as ‘support people’ in sessions.

. Circumstances . Goals . Satisfaction . Community . Community participation . Changed knowledge and access to . All three . All three and networks information Satisfaction outcomes Community are relevant for this outcomes are Appendix B: Program Activity Guidance – 7 March 2018 144 . Circumstances . Goals . Satisfaction . Community . Mental health, wellbeing . Changed skills program activity relevant for and self-care this program . Changed engagement with activity . Physical health relevant support services .

. Initial meeting with a client during which the organisation gathers . Intake and Assessment information on the client’s needs and matches them to services available. This is usually (but not limited to) the first session a client attends.

. Information / Advice / . Manage requests for information about dementia and local information and Referral support services.

. Dementia education/behaviour management group courses, one to one . Education and Skills practical skills development that supports the carer and support person’s training (care recipient) needs.

. Supporting carers to establish and maintain relationships with individuals . Mentoring / Peer Support and / or organisations that are able to provide support and services. . Assistance to manage and maintain caring role, or to participate . Carer Support socially or economically. Support is aimed at improving health and wellbeing outcomes for carers. . .

Appendix B: Program Activity Guidance – 7 March 2018 146 . National Carer Counselling Program (NCCP)

. Description:

. The National Carer Counselling Program provides short-term professional and qualified counselling, and emotional and psychological support services for carers in need of support. . Who is the primary client?

. Primary clients for this program activity are carers requiring short-term counselling and support in their caring role.

. Short-term professional, qualified counseling and emotional and psychological support services are targeted to assist carers of:

. Frail older Australians (65 years and above / 50 years and above if Indigenous)

. Persons with dementia, challenging behaviour, and / or a terminal illness in need of palliative care

. Persons aged 65 or younger (or 50 years and younger if Indigenous) with moderate, severe or profound disability who are living at home

. Within those target groups, counselling services are expected to ensure that their services are responsive to the specific needs of carers who have particular difficulties in accessing support and services, such as:

. Carers who identify as being care-leavers

. Carers from lower socio-economic groups

. Carers of persons who are homeless

. For this program activity, support persons may include care recipients or families of clients.

. The National Carer Counselling Program is primarily client facing where ongoing relationships are formed, therefore it is expected that only 5% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. For this program activity, applicable examples of where use of unidentified group clients maybe appropriate is in the instance of anonymous callers to a counselling crisis line. Group clients should not be recorded under all other circumstances.

Appendix B: Program Activity Guidance – 7 March 2018 147 . Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients.

. The care recipient may be included in cases alongside their carer; however under this program activity should only be recorded as ‘support people’ in sessions.

. As carers needs for seeking assistance will vary, service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

. Circumstances . Goals . Satisfaction . Community . Mental health, wellbeing and self-care . All six Goal . All three . NO outcomes are relevant Satisfaction outcomes Community . Personal and family safety for this program are relevant for this outcomes are . Physical health activity program activity relevant for this program activity

. Assessing specific needs of carers, ensuring counselling service is well integrated with other forms of education and support services (offered to Carers . Intake and Assessment through the Network of Associations), appropriate referral where ongoing long-term specialist counselling is required.

. Education and Skills . Resilience training. training

. Counselling, emotional and psychological support services to individual . Counselling carers, families and group settings, provide short-term counselling through professionally qualified counsellors.

. Family Capacity Building . Supporting families to better understand the impacts. .

Appendix B: Program Activity Guidance – 7 March 2018 148 . National Disability Advocacy Program (NDAP)

. Description:

. The National Disability Advocacy Program (NDAP) provides people with disability with access to effective disability advocacy that promotes, protects and ensures their full and equal enjoyment of all human rights enabling community participation. . Who is the primary client?

. Primary clients for this program activity are all people with a disability, carers and families. . What are the key client characteristics?

. Persons identifying as having a condition, impairment or disability. . Who might be considered ‘support persons’?

. For this program activity, support persons may include families, children, parents or guardians of clients, or a carer or care recipient (who are present but not directly receiving a service). A support person may also include a community leader, mentor, legal representative or a case or support worker. . Should unidentified ‘group’ clients be recorded?

. The NDAP is primarily client based where ongoing relationships are formed, therefore it is expected that only 5% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. For this program activity, applicable examples of where use of unidentified group clients maybe appropriate is in the instance of anonymous callers to a counselling crisis line. Group clients should not be recorded under all other circumstances.

. The care recipient may be included in cases alongside their carer; however under this program activity should only be recorded as ‘support people’ in sessions. . What areas of SCORE are most relevant?

. As carers needs for seeking assistance will vary, service providers can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant: .

Appendix B: Program Activity Guidance – 7 March 2018 149 . Satisfacti . Commu . Circumstances . Goals on nity . Mental health, wellbeing and self-care . Changed knowledge and . All three . All three access to information Satisfaction Commun . Personal and family safety outcomes are ity . Changed skills relevant for this outcome . Physical health program activity s are . Changed confidence to make . relevant Community participation and networks own decisions for this . Family functioning . Changed engagement with program . Managing money relevant support services activity . Employment, education and training . Changed impact of immediate crisis . Housing

. Advocacy provided by a funded organisation should be recorded in the Data Exchange. Advocacy provided by a non-funded organisation should not be recorded. A session . Advocacy/ should be recorded when the advocacy occurred on behalf of the client (person with disability) Support regardless if the client was in attendance or not (for example an advocate making phone calls or inquiries on behalf of a client). A volunteer advocate is not a client.

. Education and skills training is used where the primary focus of the session was to assist a client in learning or building knowledge about a topic or aimed at developing a . Education and skill, or enhancing a skill relevant to the client’s circumstance. This includes assisting Skills training clients to access education and training including reengaging with the education system. For Disability Advocacy agencies this includes delivering group training on topics such as human rights, making complaints etc.

. Intake/ assessment is used where the sessions primary focus was the initial process of meeting or talking with the client during which the organisation gathers information . Intake and on the client’s needs and matches them to services available within or outside the Assessment organisations programme offer and / or assesses a clients’ eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends.

. Information / Advice / Referral should be used where the session’s primary focus was . Information / the provision of standard advice/guidance or information in relation to a specific Advice / Referral topic. It is also applicable where the service offered was primarily a referral to another service provided within or external to the organisation.

. Outreach should be used where a session is delivered in a locality away from the . Outreach outlet recorded against the case such as an alternative site, park, home or other non- standard location.

. Acting upon systemic issues identified at a local level. This can include submission . Systemic - Local writing, meetings with decision makers or attending inquires or commissions.

. Acting upon systemic issues identified at a state level. This can include submission . Systemic - State writing, meetings with decision makers or attending inquires or commissions.

. Systemic - . Acting upon systemic issues identified at a national level. This can include submission National writing, meetings with decision makers or attending inquires or commissions Appendix B: Program Activity Guidance – 7 March 2018 150 . Service Type . Example

. All advocacy matters in relation to a client filing a request for a review of a reviewable decision with the NDIA. This may be referred to as a “review of a reviewable . Advocacy - decision”. Any person directly affected by a decision of the NDIA can request for a Internal Review review of a decision (or an internal review). An internal review must be requested within three months of the initial NDIA decision and an internal review must be completed before making an application for an external review at the AAT.

. Once a service type is selected, a user must select a topic from the following options (see below) to demonstrate the intent of the service type delivered.

. The below topics are Activity Specific Requirements of the NDAP program.

. Topic . Example

. Abuse/Neglect/Violence . Issues related to abuse, neglect or violence

. Access to non NDIS . Issues related to access to non-National Disability Insurance Scheme (NDIS) services services

. Child Protection . Issues related to child protection

. Community Inclusion - . Issues related to community inclusion in social or family contexts. This can Social/Family include issues about recreation/leisure.

. Disability services . Issues related to disability services complaints

. Discrimination/rights . Issues related to discrimination/rights

. Education . Issues related to education

. Employment . Issues related to employment

. Equipment/aids . Issues related to equipment/aids

. Finances . Issues related to finances excluding government payments

. Government payments . Issues related to Government payments such as Centrelink payments

. Health/ Mental Health . Issues related to health or mental health

. Housing/Homelessness . Issues related to housing and / or homelessness

. Issues related to accessing justice through legal and justice systems, including . Legal/Access to Justice engagement with lawyers, police and courts

. Issues related to assisting someone to request and manage a review of . NDIS - Internal Review decision with National Disability Insurance Agency (NDIA)

. Issues related to making a request to access the NDIS and assistance to . NDIS - Access/Planning develop a plan

Appendix B: Program Activity Guidance – 7 March 2018 151 . Topic . Example

. NDIS - Support . Providing support to implement an NDIS plan or access disability services that implementing are included in a NDIS plan plan/Accessing services

. Other . Issues related to any other issues

. Issues related to physical access to buildings, transport, community venues . Physical access etc.

. Transport . Issues related to transport

. Vulnerable/isolated . Issues related to vulnerable and / or isolated people with disability . .

Appendix B: Program Activity Guidance – 7 March 2018 152 . NDIS Appeals – formerly known as External Merits Review (EMR)

. Description:

. NDIS Appeals (formerly known as External Merits Review) allows individuals who have applied and been declined for the National Disability Insurance Scheme (NDIS) a means to disagree with that decision and seek follow-up. . Who is the primary client?

. The primary clients for this program activity include children, carers and / or family members who have applied for the NDIS and been declined. . What are the key client characteristics?

. Persons who have applied for NDIS and have ben declined

. Persons participating in NDIS who disagree with an National Disability Insurance Agency decision about their funding and / or support

. For this program activity, support persons may include families, carers, parents or guardians, or legal representatives of clients (who are present but not directly receiving a service).

. For this program activity, applicable examples of where use of unidentified group clients maybe appropriate are large education and awareness community events. Group clients should not be recorded under all other circumstances. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. . How could cases be set up?

. Providers are advised to create a separate case for each individual accessing the service with the following convention:

. NDIS Appeals – [Client ID] – [Month/Year of when client became an NDIS Appeals client]

. = NDIS Appeals – 1286 – 04/16

. For community events or group work, providers should name cases to reflect the activity delivered, i.e.: ‘NDISAppeals Education –Expo’, or ‘NDISAppeals Ed – [Name] Presentation’. . What areas of SCORE are most relevant?

. Circumstances . Goals . Satisfaction . Community . Community participation and . Changed knowledge and . All three . All three networks access to information Satisfaction outcomes are Community relevant for this program outcomes are . Mental health, wellbeing and Appendix B: Program Activity Guidance – 7 March 2018 153 . Circumstances . Goals . Satisfaction . Community self-care . Changed skills activity relevant for this program . Physical health . Changed confidence to make activity own decisions . Changed engagement with relevant support services . . For this program activity, when should each service type be used?

. Intake and Assessment . Initial appointment and intake.

. Information / Advice / . Information sessions for individuals, referral to other services, and referral Referral to central assessment provider (CAP). . Education and Skills . Self-advocacy support for individuals, self-advocacy group sessions. training . Information gathering (phone calls), reading tribunal documents, case . Advocacy / Support related research, case conference, attendance at tribunals, liaison with legal aid. . Where the client has lodged an appeal with the Administrative Appeals Tribunal (AAT). This is likely to include the completion of an application for funding through the Central Assessment Provider (CAP), assisting the client . Advocacy External Review with any conciliation hearings, meeting with legal representation etc. An application to the AAT must be filed within 28 days of the internal review decision of the NDIA. . All advocacy matters in relation to a client filing a request for a review of a reviewable decision with the NDIA. This may be referred to as a “review of a reviewable decision”. Any person directly affected by a decision of the NDIA . Advocacy Internal Review can request for a review of a decision (or an internal review). An internal review must be requested within three months of the initial NDIA decision and an internal review must be completed before making an application for an external review at the AAT. . Community Capacity . NDIS Appeals networking sessions, education presentations. Building

. Outreach . Stalls at expos and events.

. Family Capacity Building . Information sessions to people with disability, carers and families at venues. .

Appendix B: Program Activity Guidance – 7 March 2018 154 . Young Carer Bursary Program

. Description:

. The Young Carer Bursary Program assists eligible young carers aged 25 years and under to continue or return to study. The Program aims to relieve the financial pressure on young carers to undertake part-time work in addition to their educational and caring responsibilities. . Who is the primary client?

. Primary clients for this program activity are young carers 25 years or younger, studying an approved course either full or part-time.

. Carers aged 25 years or younger and assessed as being greatest in need

. The Young Carer Bursary Program is primarily client facing where ongoing relationships are formed, therefore it is expected that only 5% of your clients or less be recorded as unidentified ‘group’ clients in any reporting period.

. Providers can create a separate case for each individual accessing the service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286

. Circumstances . Goals . Satisfaction . Community . Community participation . Changed knowledge and . I am satisfied with the . Community structures and networks access to information services I have received and networks to respond to the needs of . Employment, education and . Changed skills targeted clients / training (primary) communities . Family functioning . Material Wellbeing . Mental health, wellbeing Appendix B: Program Activity Guidance – 7 March 2018 155 . Circumstances . Goals . Satisfaction . Community and self-care .

. Application and assessment process including; receipt and initial assessment of applications, recommendations made to Independent . Intake and Assessment Selection Panel for final decision, verification and selection of successful applicants. Provision of standard advice/guidance or information in relation to a . Information / Advice / . specific topic or where a referral was made to another service Referral provided within or external to the organisation. . Assisting a client in learning or building knowledge about a topic or . Education and Skills aimed at developing a skill, or enhancing a skill relevant to the client’s training circumstance. This includes accessing education and training including re-engaging with the education system. Sessions targeted at children or youth, and delivered in a group, . Child / Youth focussed . rather than individual basis. Examples include playgroups, breakfast groups clubs and other similar services. . Working through a particular issue such as relationship concerns or . Counselling financial concerns, as delivered by an industry recognised qualified staff member. . Advocating on a client’s behalf to an entity such as a government body, or . Advocacy / Support where support to the client was given in a particular circumstance such as a court appearance. . Development of a communities skills/cohesion or understanding of a topic . Community Capacity or subject. Community capacity activities’ are delivered to a group of people rather Building than an individual.

. Outreach . Targeted advertising and promotion, including website.

. Provision of specialised support, information and role-modelling. Mental health peer support / mentoring from someone who identifies . Mentoring / Peer Support as having a lived experience of disability and / or mental health condition. This includes carers of a person with a disability or mental health condition. . Support actions that help the family manage their lives effectively such as: relationship building, conflict resolutions and communications, home based support . Family Capacity Building including assistance with developing family centered activities, establishing routines and practical help with tasks.

. Carer Support . Awarding of Young Carer Bursaries. .

Appendix B: Program Activity Guidance – 7 March 2018 157 . Outcome 3.2 National Disability Insurance Scheme Transition

. The National Disability Insurance Scheme (NDIS) intends to ensure people with disability are supported to participate in and contribute to social and economic life to the extent of their abilities. People with disability and their carers will have certainty that they will receive the individualised care and support they need over their lifetime.

. The following pages provide practical guidance on data entry for National Disability Insurance Scheme activities.

. The following program activities are included in National Disability Insurance Scheme Transition;

 Mental Health Respite - Carer Support

 Personal Helpers and Mentors

Appendix B: Program Activity Guidance – 7 March 2018 158 . Mental Health Respite - Carer Support

. Description:

. Mental Health Respite: Carer Support provides relief from the caring role, through in-home or out-of-home respite, social and recreational activities and support, for carers. Services include counselling, practical assistance, social inclusion activities, case management, education, information and access, and community mental health promotion. . Who is the primary client?

. Primary clients for this program activity are carers of people with mental illness.

. Carers of people with mental illness

. Older parent carers

. Young carers

. Carers needing urgent assistance or support, including those at risk of homelessness

. Carers in rural and remote communities

. Carers who are Forgotten Australians

. Lesbian, gay, bisexual, transgender and intersex carers

. Carers from a cultural and linguistically diverse background, including humanitarian entrants and recently arrived migrants and refugees

. Carers identifying as Aboriginal and / or Torres Strait Islander, including members of the Stolen Generation and Indigenous kinship carers

. Carers identifying as having a condition, impairment or disability

. For this program activity, support persons may include families, children, or care recipients of clients (who are present but not directly receiving a service).

. Mental Health Respite: Carer Support has limited use for unidentified clients. This program provides support where clients are generally known to the service, therefore it is expected that 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period. When possible providers should endeavor to record group activities at the client level, and record the participant’s involvement in a group activity against their client id.

. Providers can create a separate case for each individual accessing the service. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate Cases, providers should use other Appendix B: Program Activity Guidance – 7 March 2018 159 identifying descriptions, such as Client ID numbers. .

. Communit . Circumstances . Goals . Satisfaction y . Family functioning . Changed knowledge and access . All three . NO to information Satisfaction outcomes Community . Mental health, wellbeing and are relevant for this outcomes self-care . Changed engagement with program activity are relevant relevant support services . Personal and family safety for this program . Physical health . Changed impact of immediate crisis activity

. The primary intent of the activity should determine the service type. For example, when a playgroup is held in order to provide respite to the Carer, it would be more appropriate to select Respite as the service type rather than Child / Youth focussed groups.

. A session’s primary focus was an initial meeting with a client during which the . Intake and organisation gathers information on the client’s needs and matches them to services Assessment available, and / or assesses a clients’ eligibility for participation in a particular service. This is usually (but not limited to) the first session a client attends. . Provision of standard advice, guidance or information in relation to a specific . Information / topic, such as an information session on autism awareness. Along with referrals Advice / to another service provider within or external to the organisation, e.g. referral for Referral a young carer to an after school support group, housing organisation, or health centre.

. Strategies to assist carers in their caring roles, mental health first aid, interpersonal . Education and relationship skills, independent living activities, domestic help, transportation and self- Skills training care.

. Sessions targeted at children or youth, and delivered in a group,rather than individual . Child / Youth basis. Examples include playgroups, breakfast clubs and other similar services. If the focussed service was delivered in order to provide the Carer respite, then it would be more groups appropriate to classify that service as Respite. Also, this service type should only be used when the participant cannot be individually identified. . Emotional and psychological support service for carers, provided by a . Counselling professionally qualified counsellor (psychologist or social worker). . Advocating on a client’s behalf, or supporting a client such as accompanying MHR: CS . Advocacy / participants to meetings with the NDIA, accompanying participants to meet the GP, including Support advocacy that is done on behalf of the participant when the client is not present.

. Community . Community Capacity Building exercises are activities that promote greater social Capacity cohesion. These activities are more common in regional and remote communities, and Building are generally delivered to a group of people rather than an individual. These activities include educational and social events that promote self-esteem and help participants

learn new skills. An example of a Community Capacity Building activity would be organised social events that celebrate multicultural awareness in CALD communities. . Where a session is delivered in a locality away from the outlet recorded against the case such as an alternative site, park, home or other nonstandard location. . Outreach . Service Providers should note that this service type is being phased out, and should restrict their use of this classification. The Department views outreach as more of a delivery method, than an actual service type. . Provision of specialised support, information and role-modelling from a person . Mentoring / who identifies as having a lived experience of disability and / or mental illness, or Peer Support a person who is a carer of someone with a lived experience of disability and / or mental illness. . Support actions that help the family manage their lives effectively such as . Family Capacity relationship building, conflict resolution, communication, home based support Building including assistance with developing family centred activities, establishing routines and practical help with tasks.

. Facilitate . Use of this service type should be limited. MHR:CS no longer provides Employment specialised employment targeted support for carers. Pathways . Used once within a case when a client’s care recipient completes a National Disability Insurance Scheme (NDIS) access request, either independently or with assistance from the service provider. This allows DSS to know if the care recipient has requested access to apply for the NDIS. This field should be . NDIS Access completed even if the service provider was not involved with the application. It is important for the department to maintain statistics on whether or not the carer (this program’s client) is providing care for someone who has requested access to the NDIS. . Used once within a case when a client’s care recipient has completed an NDIS access request and has met the NDIS access requirements. This allows DSS to know the numbers of care recipients transitioning to the NDIS. This service type applies if the care recipient requested access while the client was receiving support or if the client came to the service with their care recipient already . NDIS Eligible deemed NDIS eligible. . This field should be completed even if the service provider was not involved with the application. It is important for the department to maintain statistics on whether or not the carer (this program’s client) is providing care for someone who has satisfied NDIS access requirements. . Used once within a case if a client has completed an NDIS access request and has not met the NDIS access requirement. This allows DSS to know numbers of clients not transitioning to the NDIS. . NDIS Ineligible . This field should be completed even if the service provider was not involved with the application. It is important for the department to maintain statistics on whether or not the carer (this program’s client) is providing care for someone who did not satisfy NDIS access requirements. . In-home, centre-based or out-of-home alternative care, including social and . Respite recreational activities for the care recipient, which provides carers with a break from the caring role.

. Carer Support . Assistance to manage and maintain caring role, or to participate socially or economically. Support is aimed at improving health and wellbeing outcomes for

carers.

. Brokered in-home, centre-based or out-of-home alternative care, including social . Brokered and recreational activities for the care recipients that provide carers with a break respite from the caring role.

. Brokered carer . Brokered assistance to manage and maintain caring role, or to participate support socially or economically. Support is aimed at improving health and wellbeing outcomes for carers. .

Appendix B: Program Activity Guidance – 7 March 2018 163 . Personal Helpers and Mentors

. Description:

. Personal Helpers and Mentors Service* aims to provide increased recovery opportunities for people whose lives are severely affected by mental illness. Personal Helpers and Mentors aims to assist people to overcome social isolation and increase their connections to the community. Participants are supported through a recovery- focused and strengths-based approach that recognises recovery as a personal journey driven by the participant.

. *including Personal Helpers and Mentors Expansion and Employment programs . Who is the primary client?

. Primary clients for this program activity are people 16 years of age and over whose lives are severely impacted by mental illness

. Persons 16 years of age and above, who are severely impacted by their mental illness

. Persons who have previously been institutionalised (including Forgotten Australians, care leavers and child immigrants)

. Young persons who have left out-of-home care

. Persons who have been previously incarcerated

. Persons with drug or alcohol co-morbidity

. For this program activity, support persons may include families, children, parents, guardians, carers or care recipients of clients (who are present but not directly receiving a service).

. There are times when it will be logical to include the support person, such as when the program participant isn’t present, e.g. a family member may be assisted to arrange a yard clean-up (that is for the benefit of the PHaMs participant). This episode of service will be reported as being provided to/for the PHaMs participant, with the family member as a support person.

. Personal Helpers and Mentors have limited use for unidentified clients. This program provides face-to-face support where clients are known to the service, therefore it is expected that 10% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period. When possible providers should endeavor to record group activities at the client level, and record the participant’s involvement in a group activity against their Client ID.

. Providers should create a separate case for each individual accessing the service. Service providers are advised to use the client’s PHaMs ID number as the Case ID. To protect client privacy, family names should never Appendix B: Program Activity Guidance – 7 March 2018 164 be recorded in the Case ID field. Separate cases for community events can also be created and should reflect a description or name of the activity, e.g.: ‘Finding Work Workshops’

. Satisfactio . Circumstances . Goals . Community n . Age-appropriate development . All six Goal . All three . All three Satisfaction Community . Community participation and networks outcomes are relevant for this outcomes are outcomes are . Employment, education and training program activity relevant for this relevant for program activity this program . Family functioning activity . Housing . Mental health, wellbeing and self-care . Physical health

. The primary intent of the activity should determine the service type. For example, when a group counselling and healing session is conducted then it would be more appropriate to select Counselling as the service type rather than Community Capacity Building or Outreach.

. Intake and Assessment . Complete the EST (Eligibility Screening Tool).

. Provision of standard advice, guidance or information in relation to a specific topic, such as an information session on drug and alcohol . Information / Advice / awareness. Along with referrals to another service provider within or Referral external to the organisation, e.g. from PHaMs Employment services to a Job Services Australia provider.

. Interpersonal relationship skills, Independent Living Activities including . Education and Skills domestic activities, transportation, self-care, and structured training training courses such as ones on managing anxiety.

. Sessions targeted at children or youth, and delivered in a group,rather than . Child / Youth focussed individual basis. Examples include playgroups, breakfast clubs and other groups similar services. . Emotional and psychological support service for participants, . Counselling provided by a professionally qualified counsellor (psychologist or social worker). . Advocating on a client’s behalf to an entity such as a government body, or where support to the client was given in a particular circumstance such as . Advocacy / Support accompanying the PHaMs participants to meetings with the NDIA, accompanying participants to meet the GP, including advocacy that is done on behalf of the participant when the client is not present.

. Community Capacity Building exercises are activities that promote greater social cohesion. These activities are more common in regional and remote communities, and are generally delivered to a group of people rather than . Community Capacity an individual. These activities include educational and social events that Building promote self-esteem and help participants learn new skills. Some examples of Community Capacity Building activities would be Community Sewing, Yarning Circles, wellbeing groups and walking groups. . Where a session is delivered in a locality away from the outlet recorded against the case such as an alternative site, park, home or other non-standard location. . Outreach . Service Providers should note that this service type is being phased out, and should restrict their use of this classification. The Department views outreach as more of a delivery outlet/method, than an actual service type. . Provision of specialised support, information and role-modelling from a person who identifies as having a lived experience of disability and / or mental illness, or a person who is a carer of someone with a lived . Mentoring / Peer Support experience of disability and / or mental illness. This service type is not limited to PHaMs peer support workers but can be selected for any service where the primary goal was to provide mentoring/peer support.

. Family capacity building should be used where the session is focused on any . Family Capacity Building support actions that help the family manage their lives effectively.

. Support provided to help the participant obtain employment, such as . Facilitate Employment exercises designed to build confidence, dress for success sessions, as well as Pathways assistance provided to acquire appropriate work attire. . Used once within a case when a client completes a National Disability Insurance Scheme (NDIS) access request, either independently or with assistance from the service provider. This allows DSS to know . NDIS Access the client has requested access to apply for the NDIS. . This field should be completed even if the service provider was not involved with the application. It is important for the department to maintain statistics on NDIS Access requests. . Used once within a case when a client has completed an NDIS access request and has been met the NDIS access requirements. This allows DSS to know the numbers of clients transitioning to the NDIS. This service type applies if the client requested access while receiving support or if the client came to the service already deemed . NDIS Eligible NDIS eligible. . This field should be completed even if the service provider was not involved with the application. It is important for the department to maintain statistics on participants who satisfied NDIS access requirements.

. Used once within a case if a client has completed an NDIS access request and has not met the NDIS access requirements. This allows DSS to know numbers of clients not transitioning to the NDIS. . NDIS Ineligible . This field should be completed even if the service provider was not involved with the application. It is important for the department to maintain statistics on participants who did not satisfy NDIS access requirements. .

Appendix B: Program Activity Guidance – 7 March 2018 167 . Commonwealth Home Support Programme

. The Commonwealth Home Support Programme (CHSP) includes four distinct sub-programs. These are based on the program’s four target groups: . Community Home and Support

. Care Relationships and Carer Support

. Assistance with Care and Housing, and

. Service Systems Development *

. Each sub-program has its own objective, eligibility criteria and service types. This approach helps to target services and supports grant recipients to respond more flexibly to clients’ needs. . Under the CHSP Comprehensive Grant Agreement, grant recipients receive funding to deliver specified outputs against one or a combination of service types under each sub-program. More information about these sub-programs is available in the CHSP Manual. . The following pages provide practical guidance on data entry for CHSP activities. General information on how to report under the Data Exchange, including how to report client or outlet information, information on how to upload your data, privacy and technical specifications are outlined in the Data Exchange Protocols. . *The fourth sub-program ‘Service Systems Development’ does not use the Data Exchange for performance reporting, and therefore is not included in the above list or subsequent information.

Appendix B: Program Activity Guidance – 7 March 2018 168 . Assistance with Care and Housing sub-program

. Description:

. Assistance with Care and Housing supports those who are homeless or at risk of homelessness, to access appropriate and sustainable housing as well as community care and other support services, specifically targeted at avoiding homelessness or reducing the impact of homelessness. . Who is the primary client? . The primary clients for this sub-program activity include frail, older people or prematurely aged people aged 50 years and over (or 45 years and over for Aboriginal and / or Torres Strait Islander peoples) who are on a low income and are homeless or at risk of homelessness as a result of experiencing housing stress or not having secure accommodation . What are the key client characteristics? . Persons aged 50 years and over (or 45 years and over for those that identify as Aboriginal and / or Torres Strait Islander). . The person being assessed for assistance under the sub-program, and who must meet the sub-program eligibility requirement is regarded as the Principal Client. Refer to the CHSP Manual for more information on sub- program eligibility and co-habiting clients. . Who might be considered ‘support persons’? . Support persons are not in-scope for this sub-program. . Should unidentified ‘group’ clients be recorded? . The Assistance with Care and Housing sub-program has limited use for unidentified clients. This sub-program provides face-to-face support where clients are known to the service, therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. . Is there a recommended naming convention for outlets? . There is no recommended naming convention for outlets under this program activity; however, service providers can align their outlets to those listed in the My Aged Care service finder. When creating, naming or re- naming/maintaining your outlets, please consider guidelines stated in the Data Exchange Protocols.

. There is no formal case structure recommended for this sub-program activity. However, providers can create a separate case for each individual accessing services. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients.

. For organisations that deliver services in group settings, cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, i.e.: Case ID = ‘Drop-in advocacy – south west region’ . What areas of SCORE are most relevant?

. Service providers can choose to record outcomes against any domains that are relevant for the client. For this sub-program activity, the following SCORE areas have been identified as most relevant:

. Satisfactio . Circumstances . Goals . Community n . Employment, education and training . All six Goal . All three . All three outcomes are Satisfaction Community . Housing relevant for this outcomes are outcomes are program activity relevant for this relevant for . Managing money program activity this program activity . Material Wellbeing

. Mental health, wellbeing and self-care

. Personal and family safety

. For this program activity, when should each service type be used? . Each session recorded can only have one service type. Select the service type that best reflects the intent of the session, or the primary focus of that session. Each service type is listed in Appendix A of the Data Exchange Protocols, and further defined in the CHSP Manual . The Data Exchange is designed to capture client-facing services and interactions, therefore outputs reported should not include outputs multiplied by the number of attendees, should more than one client attend the session.

. Note: The Data Exchange calculates outputs by clients in attendance, as such only the actual hours and minutes delivered in real time should be recorded. See notes and working examples at Table 2. . Table 1: Example of service type use within this sub-program activity . Examples of service types used for this sub-program activity . Service Type and measures reported . Used when assessment and referral activities are delivered. Assistance with Care and Housing support may be required at times after linkages have been established to conduct early intervention and prevent relapse into homelessness or estrangement from support services and a resultant decline in the person’s health and welfare. . Assessment - Referrals . Grant recipients are required to develop links with other local care services and provide a referral service for clients to those agencies that offer care and support services. . Measure reported: Time (recorded in hours and minutes) as actually delivered. . Used when advocacy on behalf of a client is provided. Advocacy with other services may be needed when appropriate to the needs of the client, such as police and legal services, other aged and community services, medical and . Advocacy – Financial, therapeutic services, financial services, culturally specific programs, Legal counselling, mental health services, drug and alcohol treatment services, disability support programs etc. . Measure reported: Time (recorded in hours and minutes) as actually delivered. . Hoarding and Squalor . Used when the service offers assistance to clients experiencing symptoms of Hoarding Disorder or who are living in severe domestic squalor. . Hoarding Disorder can be associated with health risks and can impact on an individual’s friends and family. People experiencing Hoarding Disorder can be Appendix B: Program Activity Guidance – 7 March 2018 171 . Examples of service types used for this sub-program activity . Service Type and measures reported assisted by specialist intervention . Measure reported: Time (recorded in hours and minutes) as actually delivered. .

Appendix B: Program Activity Guidance – 7 March 2018 172 . Service Type . Output Measure / Counting Rules

. . Assessment Time (recorded in hours and minutes) as actually delivered. . Time (recorded in hours and minutes) as actually delivered. . Scenario: Margo advocates on behalf of her clients for assistance with suitable housing. If Margo records a session for just one client, and it was a one hour task, she would enter 1 hour 0 minutes. . 1 client + 1 hour = 1 hour 0 minutes. . If Margo advocated for 3 clients one day and was recording them against the same . Advocacy session, and it was a one hour task for each of them, she would enter 3 hours 0 minutes. . 3 clients, 3 hours = 3 hours 0 minutes. . If Margo advocated for one of those clients for 2 hours, the second for 1 hour and the third for 45 minutes, Margo would add them together and enter the cumulative total; 3 hours and 45 minutes. . 3 clients, 2 hours + 1 hour + 45 minutes = 3 hours 45 minutes. . . Hoarding and Squalor Time (recorded in hours and minutes) as actually delivered. . . Table 2: Worked examples of reporting outputs and client contributions . Example . Worked examples of reporting outputs and client contributions . Scenario: Margo advocates on behalf of her clients for assistance with suitable housing. Margo undertakes a 1 hour session for one client. In this instance, Margo can create 1 session. . Scenario 1: Individual session . Session 1: Time entered as 1 hour; 1 client linked to this session . Total outputs reflected in the CHSP Organisation Overview Report for this session: 1 hour, 0 minutes.

Appendix B: Program Activity Guidance – 7 March 2018 173 . Example . Worked examples of reporting outputs and client contributions . Scenario: Margo advocated for 3 clients in a day and spent an equal amount of time advocating for each client. In total the session went for 1 hour, 30 minutes (or 30 minutes per client). In this instance, Margo can create 1 session as the duration spent advocating for each client was the same within the session. . Session 1: Time entered as 30 minutes; 3 clients linked to the session . . Scenario 2: Total outputs reflected in the CHSP Organisation Overview Report for this session: Session with 1 hour, 30 minutes. multiple clients – . same amount of time spent . delivering services Alternatively, Margo could enter 3 sessions – one for each client: for each client . Session 1: Time entered as 30 minutes; 1 client linked to this session . Session 2: Time entered as 30 minutes; 1 client linked to this session . Session 3: Time entered as 30 minutes; 1 client linked to this session . Total outputs reflected in the CHSP Organisation Overview Report for the three sessions: 1 hour, 30 minutes. . Scenario: Margo advocated for 3 clients in a day but spent different amount of time advocating for each client, ranging from 30 minutes to 2 hours. In this instance, Margo cannot create 1 session as the time spent advocating for each client varied within the same session. . Scenario 3: Session with . multiple clients – Session 1: Time entered as 30 minutes; 1 client linked to this session different amount of time spent . delivering services Session 2: Time entered as 1 hour; 1 client linked to this session for each client . Session 3: Time entered as 2 hours; 1 client linked to this session . Total outputs reflected in the CHSP Organisation Overview Report for the three sessions: 3 hours, 30 minutes. .

Appendix B: Program Activity Guidance – 7 March 2018 174 . Care Relationships and Carer Support sub-program

. Description:

. The Care Relationships and Carer Support sub-program supports and maintains care relationships between carers and client, through providing good quality respite care for frail, older people so that regular carers can take a break. . Who is the primary client?

. Frail, older clients aged 65 years and over (or 50 years and over for Aboriginal and / or Torres Strait Islander people) will be the recipients of planned respite services, providing their carers with a break from their regular caring duties. . What are the key client characteristics?

. Persons aged 65 years and over (or 50 years and over for those that identify as Aboriginal and / or Torres Strait Islander) . Who might be considered ‘support persons’?

. Support persons are not in-scope for this sub-program. . Should unidentified ‘group’ clients be recorded? . The Care Relationships and Carer Support sub-program has limited use for unidentified clients. This sub- program provides face-to-face support where clients are known to the service, therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. . Is there a recommended naming convention for outlets?

. There is no recommended naming convention for outlets under this program activity; however, service providers can align their outlets to those listed in the My Aged Care service finder. When creating, naming or re- naming/maintaining your outlets, please consider guidelines stated in the Data Exchange Protocols.

. There is no formal case structure recommended for this sub-program activity. However, providers can create a separate case for each individual accessing services. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients.

. For organisations that deliver services in group settings (such as centre-based respite or a community access group), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, e.g. Case ID = ‘Drop in centre-based respite’. . What areas of SCORE are most relevant?

. Service providers can choose to record outcomes against any domains that are relevant for the client. For this sub-program activity, the following SCORE areas have been identified as most relevant:

Appendix B: Program Activity Guidance – 7 March 2018 175 . Satisfactio . Circumstances . Goals . Community n . Community participation and networks . All six Goal . All three . All three Satisfaction Community . Employment, education and training outcomes are relevant for this outcomes are outcomes are . Family functioning program activity relevant for this relevant for program activity this program . Mental health, wellbeing and self-care activity . Personal and family safety . Physical health . For this program activity, when should each service type be used?

. Each session recorded can only have one service type. Select the service type that best reflects the intent of the session, or the primary focus of that session. Each service type is listed in Appendix A of the Data Exchange Protocols, and further defined in the CHSP Manual.

. The Data Exchange is designed to capture client-facing services and interactions, therefore outputs reported should not include outputs that have been multiplied by the number of attendees (should more than one client attend the session).

. Note: The Data Exchange calculates outputs by clients in attendance, as such only the actual hours and minutes delivered in real time should be recorded. See notes and working examples at Table 2. . Table 1: Example of service type use within this sub-program activity

. Examples of service type use for this sub-program . Service Type activity and measures reported

. Used when in home respite care is provided to a client. In-home day respite provides a daytime support service for carers of clients . In-home Day Respite needing assisted support in the carer’s or the client’s home. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. Used when in home overnight respite is provided to a client. In-home overnight respite provides overnight support service for carers of . In-home Overnight Respite clients needing assisted support in the carer’s or client’s home. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. Used when Host home respite is provided to a client. Host family day respite is day care received by a client in another person’s home. . Host Family Day Respite . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. When host home overnight respite is provided to a client. Host family overnight respite – overnight care is received by a client while in the . Host Family Overnight Respite care of a host family. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Fees Received (recorded as whole dollars).

. Community Access – Individual . Used when Community access to individuals is provided to a client. Respite Community access individual provides one-on-one structured activities to give clients a social experience to develop, maintain or Appendix B: Program Activity Guidance – 7 March 2018 176 . Examples of service type use for this sub-program . Service Type activity and measures reported support independent living and social interaction and offer respite to their carer . Measures reported: Time (recorded in hours and minutes) as actually delivered; Fees Received (recorded as whole dollars).

. Used when other planned respite is provided to a client. Other planned respite provides innovative types of service delivery to . Other Planned Respite clients. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Fees Received (recorded as whole dollars).

. This service type should be used when mobile respite is provided to the client. Mobile respite–provides Respite Care from a mobile . Mobile Respite setting. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Fees Received (recorded as whole dollars).

. Used when Cottage respite is provided to a client. Cottage respite care benefits the carer through providing supervision and assistance to the older client. The carer may or may not be present during the delivery of the service. Overnight community respite provides overnight care in a cottage-style respite facility or community setting other than in . Overnight Community Respite the home of the carer, care recipient or host family. This includes respite or services in the event of an emergency where the carer is sick or not available and cannot provide the care or support as usual. . Measures reported: Time (recorded in hours and minutes delivered in a night) as actually delivered; Fees Received (recorded as whole dollars).

. Used when centre based day respite is provided to a client. Centre based day respite provides structured group activities to develop, maintain or support independent living and social interaction . Centre Based Day Respite conducted in a community setting. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Fees Received (recorded as whole dollars).

. Used when group community access respite is provided. Community access – group provides small group day outings to give clients a social . Community Access - Group experience and offer respite to their carer. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Fees Received (recorded as whole dollars).

. Used when residential respite is provided in a centre to a client. Residential day respite provides day respite in a residential facility.* . Residential Day Respite . Measures reported: Time (recorded in hours and minutes) as actually delivered; Fees Received (recorded as whole dollars). . . Table 2: Worked examples of reporting outputs and client contributions

Appendix B: Program Activity Guidance – 7 March 2018 177 . Worked examples of reporting outputs and client . Example contributions . Scenario: One client came to Georgia’s centre for overnight respite. The client arrived at 4pm Thursday and left at 11am the next day. . . Scenario 1: The session is recorded as the date the client ‘checked in’ for their stay. Georgia Individual session of respite calculates the total amount of time that each client accessed respite for as 19 hours. spanning 2 dates (overnight In this instance, Georgia creates 1 session. stay) . Session 1: Time entered as 19 hours; The client is linked to this session . Total outputs reflected in the CHSP Organisation Overview Report for the session: 19 hours. . Scenario: Two clients came to Georgia’s centre for overnight respite. They arrived at 4pm Thursday and left at 11am the next day. . The session is recorded as the date the client ‘checked in’ for their stay. Georgia . Scenario 2: calculates the total amount of time that each client accessed respite for as 19 hours. Multiple clients attend a In this instance, Georgia can create one session. respite session spanning 2 dates . (overnight stay) Session 1: Time entered as 19 hours; The two clients are linked to this session. . . Total outputs reflected in the CHSP Organisation Overview Report for the session: 38 hours. . Note: If the clients attended the session of respite for different durations, two sessions need to be created in the Data Exchange. . Scenario: Often Georgia has clients that come to stay at the centre for multiple nights. For example, one client ‘checked in’ on a Thursday at 1pm and stayed until Monday, 10am. . . Scenario 3: In this instance, Georgia would record one session, and include the date of service Individual session of respite delivery as the Thursday, as this is when the client arrived. She would then calculate spanning 3 dates and the total amount of hours spent with that client until their departure. longer . (multiple nights) 1pm Thurs – 10am Mon = 93 hours 0 minutes . Session 1: Time entered as 93 hours; The client is linked to the session. . Total outputs reflected in the CHSP Organisation Overview Report for the session: 93 hours.

Appendix B: Program Activity Guidance – 7 March 2018 178 . Worked examples of reporting outputs and client . Example contributions . Scenario: One of Georgia’s colleagues stayed overnight with a client on a Tuesday at the client’s place of residence (in-home respite). The next day (Wednesday), this staff member left in the morning and a separate staff member returned in the afternoon to provide respite for a second evening. Respite was provided for 18 hours on both the Tuesday and Wednesday. . In this instance, two sessions would be created in the Data Exchange. The overnight stay for the Tuesday would be recorded on that date, with total number of hours and minutes spent. The Wednesday would be recorded as a separate session with . Scenario 4: total number of hours and minutes. Individual session of respite . that spans multiple nights Session 1(Tuesday): Time entered as 18 hours 0 minutes; the client is linked to this with breaks in-between session. . Total outputs reflected in the CHSP Organisation Overview Report for Session 1: 18 hours . Session 2 (Wednesday): Time entered as 18 hours 0 minutes; The client is linked to this session. . Total outputs reflected in the CHSP Organisation Overview Report for Session 2: 18 hours

. Fee/Client contribution . Scenario 1: Scenario: A client is charged and pays a fee/client contribution of $25 dollars for a Individual session session of respite, based on the providers’ client contribution policy. The provider enters the fees/client contributions received for the session as $25. . Scenario: Two people attend an overnight respite session. The clients that attended the group session may or may not pay the same client contribution, based on the . Fees/Client contribution providers’ client contribution policy. The sum of the fees/client contributions scenario 2: received for the session is reported against the session. Group session . For example, if one client paid $20 and the other paid $15, the provider would report the total fees/client contributions for the session of service as $35 against the group/session service type. .

Appendix B: Program Activity Guidance – 7 March 2018 179 . Community and Home Support sub-program

. Description:

. The Community and Home Support sub-program provides entry-level support services to assist frail and older people to live independently at home and in the community. . Who is the primary client?

. The primary clients for this sub-program activity include frail, older persons aged 65 years and over (or 50 years and over for persons that identify as Aboriginal and / or Torres Strait Islander) who need assistance with daily living to remain living independently at home and in the community. . What are the key client characteristics?

. Persons aged 65 years and over (or 50 years and over for those that identify as Aboriginal and / or Torres Strait Islander) . Who might be considered ‘support persons’?

. Because of the significant role of family members and carers in supporting older Australians, often family members and carers access services that lead to a measurable outcome. In these instances, these persons should be recorded as ‘support persons’.

. Services delivered to support persons that involve CHSP funding are to be reported in the Data Exchange, and are reflected in the CHSP Organisation Overview Report. More information on support persons and how to record them in the web-based portal can be found on the Data Exchange website.

. For this sub-program activity, support persons may include the following:

. Families of clients

. Children of clients

. Community Leaders / Informal Care Givers

. More information on support persons and how to record them in the web-based portal can be found on the Data Exchange website. . Should unidentified ‘group’ clients be recorded? . The Community and Home Support sub-program has limited use for unidentified clients. This sub-program provides face-to-face support where clients are known to the service, therefore it is expected that only 5% of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. Please refer to the Data Exchange Protocols for further guidance on appropriate use of unidentified clients. . Is there a recommended naming convention for outlets?

. There is no recommended naming convention for outlets under this sub-program activity; however, service providers can align their outlets to those listed in the My Aged Care service finder. When creating, naming or re- naming/maintaining your outlets, please consider guidelines stated in the Data Exchange Protocols.

. There is no formal case structure recommended for this sub-program activity. However, providers can create Appendix B: Program Activity Guidance – 7 March 2018 180 a separate case for each individual accessing services. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286. This works well for ongoing one-on-one contact with clients.

. For organisations that deliver services in group settings (such as a forum, social support group or promotional community event), cases can be created to record these interactions and can link the client ID of regular attendees to the case. These cases, should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods, e.g. ‘Monday afternoon social support group’.

. Service providers participating in the partnership approach can choose to record outcomes against any domains that are relevant for the client. For this sub-program, the following SCORE areas have been identified as most relevant:

. Satisfactio . Circumstances . Goals . Community n . Community participation and networks . All six Goal . All three . All three Satisfaction Community . Employment, education and training outcomes are relevant for this outcomes are outcomes are . Material Wellbeing program activity relevant for this relevant for program activity this program . Mental health, wellbeing and self-care activity . Personal and family safety . Physical Health . For this sub-program, when should each service type be used?

. Each service type is listed in Appendix A of the Data Exchange Protocols, and further defined in the CHSP Manual.

. Each session recorded can only have one service type. Select the service type that best reflects the intent of the session, or the primary focus of that session.

. The Data Exchange is designed to capture client-facing services and interactions, therefore outputs reported should not include:

. Time spent travelling to and from clients’ homes while delivering services.

. Time spent in administration or planning.

. Outputs that have been multiplied by the number of people that attended the session (should more than one client attend the session).

. Note: The Data Exchange multiplies the outputs entered for a session by the number of clients and / or support persons in attendance. As such, only the actual hours and minutes delivered in real time, or the quantity of units received by each individual, should be recorded. See worked examples at Table 2. . Table 1: Example of service type use within this sub-program activity . Examples of service type use for this sub-program . Service Type activity and measures reported

. Domestic Assistance . General House Cleaning, Unaccompanied Shopping (delivered to home), Linen Services. . Measures reported: Time (recorded in hours and minutes) as Appendix B: Program Activity Guidance – 7 March 2018 181 . Examples of service type use for this sub-program . Service Type activity and measures reported actually delivered; Client contribution amount (recorded in Fees field).

. Assistance with Self-care, Assistance with client self-administration of medicine. . Personal Care . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. Visiting, Telephone / Web Contact, Accompanied Activities such as shopping or appointments. . Social Support - Individual . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. Food Advice, Lessons, Training, Food Safety, Assistance with food preparation in the home. . Other Food Services . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. As per standard definition in the CHSP Manual.

. Nursing . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. Podiatry, Occupational Therapy, Physiotherapy, Hydrotherapy, Social Work, Speech Pathology, Dietitian or Nutritionist, ATSI Health Worker, Psychologist, Ongoing Allied Health and Therapy Services, Restorative Care Services, Diversional Therapy, Exercise Physiologist, . Allied Health and Therapy Services Other Applied Health and Therapy Services. . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. As per standard definition in the CHSP Manual.

. Social Support - Group . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field).

. As per standard definition in the CHSP Manual. . Measures reported: Total Cost – the total amount spent by the . Home Modifications service provider (maximum of $10,000 per client per financial year as per CHSP policy); Extra item detail – 10 tick boxes, to be selected as appropriate; Client contribution amount (recorded in Fees field).

. Minor Home Maintenance and Repairs, Major Home Maintenance and Repairs, Garden Maintenance. . Home Maintenance . Measures reported: Time (recorded in hours and minutes) as actually delivered; Total Cost – the total amount spent by the service provider; Client contribution amount (recorded in Fees field).

Appendix B: Program Activity Guidance – 7 March 2018 182 . Examples of service type use for this sub-program . Service Type activity and measures reported

. Self-care aids, Support and mobility aids, Medical care aids, Communication aids, Other goods and equipment, Reading aids, Car Modifications. . Measures reported: Quantity – number of items purchased or loaned; Cost in dollars – of the amount service provider spent (general cap of $500 per client per year. Refer to the CHSP Manual for more information); Client contribution amount (recorded in Fees . Goods, Equipment and Assistive field). Technology . Additional notes: Each time an item of equipment or goods is provided to the client, it should be recorded under the relevant sub- service type (e.g. self- care aids, support and mobility aids, etc.). It does not matter if the organisation lends or purchases the item for the client it will still be recorded using these categories. Do not report equipment purchased for home modifications under this item.

. Meals prepared and delivered to client’s at home; Meals provided at Centre or other setting. . Measures reported: Quantity – Number of meals provided.; Client contribution amount (recorded in Fees field). . Additional note: The term ‘Meals’ recognises and includes all varieties of service models in operation, including the provision of main meals such as two and three course lunches and dinners and . Meals complementary meal options such as breakfast and snack packs. . For example, if a provider delivered a two-course meal (e.g. a main and dessert) this would be considered as one meal. Similarly, if a provider delivered a larger portion to a client, but it was still intended to be a part of the same meal, for reporting purposes, this would also be counted as one meal. . By contrast, if a provider delivered dinners intended for two meals across the week, this would be considered two meals.

. Direct transport (driver is a volunteer or worker) and in-direct transport. . Transport . Measures reported: Quantity - Number of one-way trips Client contribution amount (recorded in Fees field).

. Continence advisory services, dementia advisory services, vision services, hearing services, other support services and client advocacy. . Specialised Support Services . Measures reported: Time (recorded in hours and minutes) as actually delivered; Client contribution amount (recorded in Fees field). . . Table 2: Worked examples of reporting outputs and client contributions

Appendix B: Program Activity Guidance – 7 March 2018 183 . Example . Worked examples of reporting outputs and client contributions . Scenario: Graham delivers a range of CHSP services. Graham delivered 90 minutes of a domestic assistance to a CHSP client. In this instance, Graham would create one session . Scenario 1: in the Data Exchange. Individualised session – . Time to be reported Session 1: Time entered as 1 hour, 30 minutes; The client is linked to the session. . Total outputs reflected in the CHSP Organisation Overview Report for this session: 1 hour, 30 minutes. . Scenario: Justine is an Exercise Physiologist. Justine delivers a weekly group exercise physiology targeting fall prevention on Wednesday’s. The program goes for 5 weeks and there are 10 clients that usually attend. . In week 1 of the program, all 10 clients attended the 1 hour session. In this instance, Justine creates one session. . Session 1: Time entered as 1 hour, 0 minutes. The 10 clients are linked to the session. . Scenario 2: . Session with multiple Total outputs reflected in the CHSP Organisation Overview Report for Session 1: 10 clients – Time to be hours. reported . In week 2 of the program, only 8 clients attended the 1 hour session. In this instance, Justine can create a copy of last week’s session, and update the session to correct the date of the session and to remove the 2 clients that could not attend. . Session 2: Time entered as 1 hour, 0 minutes; The 8 clients are linked to the session. . Total outputs reflected in the CHSP Organisation Overview Report for Session 2: 8 hours. . Scenario: Husband (Charles) and wife (Jody) are both eligible to receive CHSP-funded assistance. Currently they share the benefits of one hour of domestic assistance each week. In this instance, there are two ways the provider can enter the data into the Data Exchange as Charles and Jody share the benefits of the domestic assistance. . Session 1: Time entered as 0 hours, 30 minutes; The client records for Charles and Jody are linked to the session. . Scenario 3: . Shared services – Time Total outputs reflected in the CHSP Organisation Overview Report for the session: 1 to be reported hour . Alternatively the data could be entered as: . Session 1: Time entered as 1 hour, 0 minutes; The client records for either Charles and Jody are linked (only 1 record is linked). . Total outputs reflected in the CHSP Organisation Overview Report for the session: 1 hour.

Appendix B: Program Activity Guidance – 7 March 2018 184 . Example . Worked examples of reporting outputs and client contributions . Scenario a: Jamie has recently been referred for CHSP meals as he is unable to cook while he is recovering from a hand injury. Jamie receives one meal per week from his local meals provider. His family are able to support Jamie throughout the week. In this instance, the meals provider creates a session for Jamie. . Session 1: Quantity of meals entered as 1; Jamie’s client record is linked to the session. . Total quantity of outputs reflected in the CHSP Organisation Overview Report for the . Scenario 4: session: 1 (meal). Individual session – . Quantity to be reported Scenario b: Jamie’s family are unable to cook for him during the week they are going on vacation for a week. The local meals provider has arranged to deliver 5 meals on Monday to Jamie that he can freeze and reheat for the week his family are away. In this instance, the meals provider would create a single session, and include the date of service delivery as the Monday. . Session 1: Quantity of meals entered as 5; Jamie’s client record is linked to the session. . Total quantity of outputs reflected in the CHSP Organisation Overview Report for the session: 5 (meals). . Scenario a: James is a local transport provider and provides group transport sessions. Today there were 15 CHSP clients that he drove from their homes to the shops. Each client is considered to have received 1 trip. . Session 1: Quantity of trips entered as 1; The 15 clients are linked to the session. . Total quantity of outputs reflected in the CHSP Organisation Overview Report for the session: 15 (trips). . . Scenario 5: Scenario b: Mary-Anne accesses CHSP transport services from James. She has recently Session with multiple had a fall and has lost her confidence in walking in shopping centres. Mary-Anne’s clients – Quantity to be husband (Dave) is her primary carer and is accompanying Mary-Anne on the bus and on reported her shopping outings, while she regains her confidence. In this instance, the provider enters the group session. Five clients (in addition to Mary-Anne) were driven from their homes to the local shopping centre. . Session 1: Quantity of trips entered as 1; The 6 clients in total are linked to the session as a client. Dave’s record is attached to the session as a support person. . Total quantity of outputs reflected in the CHSP Organisation Overview Report for the session: 6 (trips).

Appendix B: Program Activity Guidance – 7 March 2018 185 . Example . Worked examples of reporting outputs and client contributions . Scenario: Ben provides home modification services under the CHSP. Ben has recently installed a handrail for a client (Suzanne). The rail cost $35 and the cost of labour was $50. Suzanne’s paid a contribution of $15 towards the cost of the rail. . . Scenario 6: Ben creates a session in the Data Exchange and ticks the extra item detail for Individual session – Cost “Handrails”. to be reported . Session 1: Cost reported as $85; Suzanne’s client record is attached to the session. The fees are entered as $15. . The total cost reflected in the CHSP Organisation Overview Report for this session is: $85. . Fee/Client contribution . Scenario 1: Scenario: Mary pays $10 towards the cost of a personal care session. For the session Individual session being reported, the provider enters the fees/client contributions as $10. . Scenario: Twelve clients attend a social support – group session. The clients that attended the group session may or may not pay the same client contribution, based on the providers’ client contribution policy. The sum of the fees/client contributions . Fee/Client contribution received for the session is reported against the session. Scenario 2: . Group session For example, 10 clients paid $3 and 2 clients did not pay a contribution for a session, based on the provider’s client contribution framework. The total fees/client contributions reported would be $30 (as this is the sum of the fees/client contributions received). . Scenario: Under an organisation’s client contribution policy, they charge a fee/client contribution, and clients receive a combination of services, such as a meal and transport. When reporting the fees/client contributions for the different service types delivered, the provider should allocate the fees/client contributions received with consideration to their contribution toward the cost of the service delivered. . Fee/Client contribution . Scenario 3: For example, if the $10 fee/client contribution notionally contributes $6 towards the Single fee for multiple meal, and $4 towards the transport, the fees/client contribution reported would reflect sessions this breakdown under the two sessions reported. . Alternatively, if the notional allocation of the client contribution is unknown in this scenario, providers can divide the contribution by the number of services being received and report this amount against each service (e.g. $5 towards the meal and $5 towards transport). . Scenario: Under an organisation’s client contribution policy, they charge a weekly $10 rate, and clients receive a combination of services, such as a meal and transport. When reporting the fees/client contributions for the different service types delivered, the . Fee/Client contribution provider should allocate the fees/client contributions received with consideration to Scenario 4: their contribution toward the cost of the service delivered. Multiple service offering . For example, if the $10 fee/client contribution notionally contributes $6 towards the meal, and $4 towards the transport, the fees/client contributions reported would reflect this breakdown under the two sessions reported. .

Appendix B: Program Activity Guidance – 7 March 2018 186 . Community Inclusion and Capacity Development (CICD) - NDIA

. The Community Inclusion and Capacity Development (CICD) Program Implementing Information Linkages and Capacity Building incorporates the program activities of Individual Capacity Building AND Information, Linkages and Referrals. The primary clients for this program activity are people with disabilities, their families and carers.

. The following program activities are included in Community Inclusion and Capacity Development;

 Information, Linkages and Capacity Building – Individual Capacity Building and Information , Linkages and Referrals

Appendix B: Program Activity Guidance – 7 March 2018 187 . Information, Linkages and Capacity Building – Individual Capacity Building and Information, Linkages and Referrals

. Description:

. The Community Inclusion and Capacity Development Program funds ILC activities to assist people with disabilities, their families and carers with information, linkages, referrals and individual capacity building. . Who is the primary client?

. The primary clients for this program activity include people with disabilities, their families and carers.

. Persons residing in a rural or remote area

. Persons living in crisis, emergency or transition accommodation and / or identifying as homeless

. Service providers can record ‘support persons’ if they feel this is relevant. Recording support persons is a voluntary step within the Data Exchange, and they are not reflected in reports.

. Because of the significant supporting role of family members and carers, these ‘support persons’ often access ILC activities for the purposes of achieving ILC outcomes for people with disability. In these instances, these persons should be recorded as ‘support persons’.

. For this program activity, support persons may include the following:

. Families of clients

. Parents / Guardians of clients

. Legal Representatives of clients

. Children of clients

. Community Leaders / Mentors / Informal Care Givers

. More information on support persons and how to record them in the web-based portal can be found on the Data Exchange website. . Should unidentified ‘group’ clients be recorded? . The Community Inclusion and Capacity Development Program has limited use for unidentified clients. However, unidentified clients can be recorded for any service under the Information Linkages and Capacity Building – Individual Capacity Building AND Information, Linkages and Referrals program activity. It is expected that only about 10 % of your clients or less should be recorded as unidentified ‘group’ clients in each reporting period.

. There is no formal case structure recommended for this program activity.

. To protect client privacy, family names should never be recorded in the Case ID field. To easily navigate cases, providers should use other identifying descriptions, such as Client ID numbers. e.g.: 1286.

Appendix B: Program Activity Guidance – 7 March 2018 188 . For organisations that deliver services in large group settings (such as), cases can also be created to record these interactions, and should be titled in a way that allows staff to easily enter data and use the case over multiple reporting periods.

. Examples of cases could include Peer support, Information session, Capacity building, Conference or Workshop. .

. Service providers participating in the partnership approach can choose to record outcomes against any domains that are relevant for the client. For this program activity, the following SCORE areas have been identified as most relevant:

. Satisfactio . Circumstances . Goals . Community n . Community . Changed knowledge and access to . All three . All three participation and information Satisfaction Community networks outcomes are outcomes are . Changed skills relevant for this relevant for . Changed behaviours program activity this program activity . Changed confidence to make own decisions . Changed engagement with relevant support services . For this program activity, when should each service type be used?

. Each service type is defined in Appendix A of the Data Exchange Protocols. Below are examples of when service types could be applied for this program activity.

. Service Type . Example of service type use within this program activity

. This category should be used where the session’s primary focus was the provision of standard advice/guidance or information in relation . Information/Advice/Referral to a specific topic. It is also applicable where the service offered was primarily a referral to another service provided within or external to the organisation.

. This category should be used where the primary focus of the session was to assist a client in learning or building knowledge about a topic, . Education and Skills Training or was aimed at developing and / or enhancing a skill relevant to the client’s circumstance. This includes assisting clients to access education and training, including reengaging with the education system.

. Child/youth focussed groups should be used where the session . Child/ Youth focussed group delivered was primarily targeted at children or youth, and delivered in a group, rather than individual basis. Examples include playgroups, breakfast clubs and other similar services.

. Community capacity building should be used where a sessions . Community capacity primary focus was the development of a communities building skills/cohesion or understanding of a topic or subject. Community capacity activities’ are delivered to a group of people rather than an individual.

. Family capacity building should be used where the session is focused on any support actions that help the family manage their lives . Family capacity building effectively such as: relationship building, conflict resolutions and communications, home based support including assistance with developing family centred activities, establishing routines and practical help with tasks.

Appendix B: Program Activity Guidance – 7 March 2018 190 . Service Type . Example of service type use within this program activity

. Mentoring / Peer support should be used where the primary focus of a session included specialised support, information and role- . Mentoring/ Peer support modelling. Mental health peer support / mentoring is from someone who identifies with having a lived experience of a disability or mental health condition. This includes carers of a person with a disability or mental health condition.

. This category should be used once within a case for a client has . NDIS Access completed a NDIS access request, either independently or with assistance from the service provider. This allows the NDIA to know that the client has made an access request to the NDIS.

. This category should be used once within a case when a client has completed an NDIS access request and has been deemed eligible. . NDIS Eligible This allows the NDIA to know that the client is eligible for NDIS individualised funding. This applies if the client requested access while receiving ILC support, or if the client came to the service already deemed NDIS eligible.

. This category should be used once within a case if a client has . NDIS Ineligible completed an NDIS access request and has been deemed ineligible. This allows the NDIA to know that the client will not be receiving individualised funding at this time.

. This service type should be used when the main focus of a session . Goal Setting was the formal identification of issues followed by strategy development, or a stocktake of progress to achieve set goals.

. This service type should be used when the main focus of a session . Resource Development was developing resources internally or in partnership with another organisation. . .

Appendix B: Program Activity Guidance – 7 March 2018 191 . Version History . . Version 1, December 2016 . First publication and release of document. . Version 1.1, 21 December 2016 . Acronyms removed and review of material of the following programs: ‘A Better Life’, ‘Carers and Work’, ‘Family Mental Health Support Services’ and ‘Individual Placement and Support Trial’. . Version 1.2, 20 January 2017 . General Data Exchange items including Aboriginal, Torres Strait islander, disability and cultural and linguistic diversity removed from target groups under Settlement Grant services. Addition of new program ‘Royal Commission Support Services NT’. . Version 1.3, 20 March 2017 . Service types to be removed in February extracted from listing. Updates to the following programs: ‘Commonwealth Home Support Program (CHSP)’ regarding fees charged as a mandatory field and ‘Safe Technology for Women’ key target groups. Addition of new program ‘Family Relationship Centres – Legally Assisted and Culturally Appropriate Family Dispute Resolution’. . Version 1.4, 18 July 2017

. Additional programs added: Building Capacity in Australian Parents, Domestic Violence Response Training, National Disability Advocacy Program and Community Inclusion and Capacity Development.

. Amendments made to Career Pathways Pilot for Humanitarian Entrants. Amendments made to the National Initiatives diagram to reflect changes.

. Two service types added to National Disability Insurance Scheme Appeals. New program activity for ‘Family Relationship Centres – Legally Assisted and Culturally Appropriate Family Dispute Resolution’.

. New diagram added for National Disability Insurance Agency for the Community Inclusion and Capacity Development program. Update to the Disability and Carer diagram to reflect changes.

. Additional paragraph added for Individual Placement and Support Trial. . Version 1.5, October 2017

. Information and counting rules updated for the Commonwealth Home Support Programme. . Version 1.6, 7 March 2018

. Complete reformatting of Appendix B: Changes include the removal of diagrams, the listing of each program activity within a group, changes to the layout for SCORE information, simplified and standardised headings.

. Two program activities have been added: “Be Connected” and “Volunteer Management”. A new project has been added to the “National Plan to Reduce Violence against Women and their Children”: “Support for Family Safety in the Kimberley Project”.

. Other changes include a scenario table added for the Reconnect activity; a new service type added for the National Disability Advocacy Program; and a correction to the timeframes for the ‘Advocacy External Review’ service type in NDIS Appeals.

Appendix B: Program Activity Guidance – 7 March 2018 192