Part C: Application Information For The Community Investment Programme – Indigenous Community Links

Part C: Application Information for the Community Investment Programme – Indigenous Community Links1 PrefaceOn 18 September 2013, the Department of the Prime Minister and Cabinet (the Department) became the responsible agency for the majority of Indigenous policies and programmes, including Indigenous Community Links. The Department of the Prime Minister and Cabinet (the Department) has a suite of documents (the Programme Guidelines Suite) which provide information relating to programmes. They provide the key starting point for parties considering whether to participate in a programme and form the basis for the business relationship between the Department and the funding recipient. They are: - Part A: Programme Guidelines which provides an overview of a Programme and the Activities relating to the programme; - Part B: Information for Applicants which provides information on the Application, Assessment, Eligibility, Selection and Complaints processes; and Financial and Funding Agreement arrangements. - Part C: Application Information provides specific information on the Activity, Selection Criteria, Performance Management and Reporting. This part should be read in conjunction with the Standard Terms and Conditions. - The Application Form which is completed by applicants applying for funding during a selection process. These ‘Part C’ Guidelines provide the framework for the implementation and administration of Indigenous Community Links (formally known as Community Support Service), including:  The purpose of the Indigenous Community Links Funded Activity;  The responsibilities and accountabilities of Indigenous Community Links providers and the Department;  Guiding principles and values;  Governance arrangements; and  Service delivery and performance expectations. The Department reserves the right to amend these documents from time to time by whatever means it may determine in its absolute discretion and will provide reasonable notice of these amendments. Readers are advised to note version changes and where they have queries to check with their Departmental contact point.2 ContentsPREFACE …………………………………………………………………………………………………… 21 PROGRAMME OVERVIEW - Community Investment Programme ………………….. 41.1 PROGRAMME OUTCOMES …………………………………………………………………………. 4 1.2 AIMS & OBJECTIVES ………………………………………………………………………………. 42 ACTIVITY OVERVIEW - Indigenous Community Links ……………………..……. 52.1 AIMS AND OBJECTIVES …………………………………………………………………………. 5 2.2 PARTICIPANTS/CLIENTS/RECIPIENTS/TARGET GROUP…………………………… 5 2.3 SERVICE PROVIDER ELIGIBILITY …………………………………………………………….. 5 2.4 FUNDING FOR THE ACTIVITY …………………………………………………………………. 6 2.5 ELIGIBLE ACTIVITIES ………………………………………………………………………………. 6 2.6 ACTIVITY LINKS AND WORKING WITH OTHER AGENCIES AND SERVICES… 8 2.7 SPECIALIST REQUIREMENTS ………………………………………………………………….. 8 2.8 INFORMATION TECHNOLOGY ……………………………………………………..………… 8 2.8 ACTIVITY PERFORMANCE AND REPORTING …………….…………………………….. 93 APPLICATION PROCESS ………………………………………………………………………… 103.1 OVERVIEW OF THE APPLICATION PROCESS …………………………………………… 10 3.2 HOW TO SUBMIT AN APPLICATION ………………………………………………………. 10 3.3 ASSESSMENT TEAM …………………………………………………………………….………… 10 3.4 SELECTION CRITERIA ………………………………………………….……………………….... 11 3.5 QUESTIONS AND ANSWERS DURING THE APPLICATION PERIOD …………….12 3.6 QUESTIONS AND ANSWERS AFTER THE APPLICATION PERIOD ……………….. 12 3.7 APPLICATION ACKNOWLEDGEMENT ………..…..………………………………………. 12 3.8 ANNOUNCEMENT STRATEGY AND FEEDBACK ….…………………………………….. 134 CONTACT INFORMATION ……………………………………………………………………. 135 FURTHER INFORMATION ……………………………………………………………………. 14 Programme overview The Community Investment Programme aims to strengthen communities and promote social inclusion and participation of vulnerable people in community life. The Programme provides grants and funding to not-for-profit organisations to develop solutions and deliver responsive and integrated services that meet local community needs. The Community Investment Programme consists of four service delivery strategies:  Community Capacity Building Projects  Volunteer Grants  Indigenous Community Links (formerly known as Community Support Service)  National Secretariat. These strategies aim to build the capacity of communities and organisations to be able to identify and address local community needs, facilitate partnerships that result in better services and service integration, assist volunteers, develop strategies to increase awareness of access to services, and support organisations in the delivery of services to people. The Australian Government is providing approximately $43 million in 2013-14 for the Community Investment Programme.1.1 Programme OutcomesImproved capacity for vulnerable people and communities to participate economically and socially, and to manage life transitions through targeted support services and community capability building initiatives. Programme intermediate outcomes will be achieved by: Improving social inclusion through:  Increased economic and social participation of vulnerable and disadvantaged people;  Improving responsiveness of service networks to better address the needs of vulnerable and disadvantaged people; and  Increasing the capacity and sustainability of local service networks. Service delivery immediate outcomes will be achieved by:  Improving the engagement of vulnerable and disadvantaged people in their communities;  Providing more inclusive and integrated services and local service networks;  Maximising volunteering participation in communities; and  Maximising mentoring and leadership development within communities.1.2 Aims and objectivesThe Community Investment Programme aims to provide grants and ongoing funding to improve the responsiveness and integration of local community services to increase participation of vulnerable people in community life.4 2 Activity Overview Indigenous Community Links is designed to support Indigenous community members and their families by providing links and referrals to a range of mainstream and Indigenous services, such as welfare and social support, employment, family violence, health (including drug and alcohol services), legal, child care and housing. Services also encourage the development and fostering of relationships with other service providers by promoting access and pathways to their services, including through the provision of Internet access. As at September 2013, Indigenous Community Links operates through a network of 65 not-for-profit organisations, in 88 locations/clusters, representing more than 180 Indigenous communities across Australia.2.1 Aims and objectivesIndigenous Community Links provides better linkages between Indigenous people and community services and helps in closing the gap between Indigenous and non-Indigenous Australians by facilitating access to community services and information. Indigenous Community Links aims to deliver:  Sustainable outcomes through supported referrals and advocacy for Indigenous clients;  Information and referrals for Indigenous clients to service programmes across a range of mainstream and Indigenous specific services, e.g. legal, funeral, health, family violence, safe houses, drug and alcohol;  Individual capacity and skills to access services and their related outcomes, e.g. employment or training; and  Greater use of the Internet to access information. Indigenous Community Links aligns with the Service Delivery Principles for Services for Indigenous Australians. (Refer: http://www.dss.gov.au/our-responsibilities/indigenous-australians/programs- services/closing-the-gap/closing-the-gap-national-indigenous-reform-agreement#A_1 )2.2 Participants/clients/recipients/target groupThe target group for this activity is Indigenous community members and their families in the selected Indigenous Community Links locations. Indigenous people who do not live in the selected locations may also access the service.2.3 Service provider eligibilityTo deliver Indigenous Community Links, service providers approached to apply must be not-for- profit and one of the following entity types: a) Incorporated Associations (incorporated under State/Territory legislation, commonly have 'Association' or 'Incorporated' or 'Inc.' in their legal name); b) Incorporated Cooperatives (also incorporated under State/Territory legislation, commonly have "Cooperative' in their legal name); c) Companies (incorporated under the Corporations Act 2001) - (limited by shares or by guarantee); d) Corporations (Aboriginal and Torres Strait Islander Act 2006); e) Organisations established through a specific piece of Commonwealth or State/Territory legislation (many public benevolent institutions, churches, universities, unions etc); f) Partnerships; g) Trustees on behalf of a Trust; or h) Local Governments. The following categories are not eligible to apply for this funding: a) Bodies that are not legal entities; b) Commonwealth/state/territory government departments; c) Individuals; d) Third parties seeking funds on behalf of others; or e) For-profit organisations. There are no circumstances where these requirements can be waived. To be eligible to apply for Indigenous Community Links, service providers will also have the support of the local Indigenous community and must be able to:  provide a culturally acceptable and readily accessible place for Indigenous people to access Indigenous Community Links;  provide Indigenous community members with information and referrals;  provide Indigenous community members with access to free internet services;  provide other related support to Indigenous people to access services; and  develop and maintain relationships and linkages with other indigenous and mainstream services.2.4 Funding for the activityTotal funding for Indigenous Community Links over the three years from 2012 to 2015 is $42 million. The funding available (GST exclusive) under this restricted selection process for the Kalgoorlie/Coolgardie region up to 30 June 2015 is:Location 2013/14 2014/15 TotalKalgoorlie/Coolgardie $125,246 $166,682 $291,9282.5 Eligible activitiesIndigenous Community Links providers will have the support of the local Indigenous community and must deliver the following activities:  Provide a coordinator and other staff, as appropriate to the location.  Provide a culturally acceptable and readily accessible place for Indigenous community members to access Indigenous Community Links. Services are to be provided for hours suitable to the 6 needs of the location, taking into account any outreach/mobile service and/or Indigenous Community Links related out of office work, as required.  Provide Indigenous community members with information and referrals to assist access to a range of mainstream and Indigenous specific services and other community support programmes, such as legal, funeral, counselling, employment, health, family violence, safe houses, and drug and alcohol.  Provide other related support to Indigenous community members to access services, as required, such as advocacy and attending appointments, and building individuals’ capacity by assisting clients to understand forms, confirming formal identification for employment purposes, etc.  Provide Indigenous community members with access to free Internet services at Indigenous Community Links service sites during opening hours, including from outreach/mobile services, where possible.  Develop relationships and linkages with service providers to support referrals and to facilitate access and pathways for Indigenous people and their families to mainstream and other Indigenous services. This includes advocacy and community engagement on behalf of Indigenous Community Links, as required.  Ensure Indigenous Community Links staff attend at least one (regional or state) provider forum per year as organised by the Department.  Handle all complaints in line with the Australian Complaints Handling Standards – ISO AS10002- 2006. (Refer: http://infostore.saiglobal.com/store/Details.aspx?productID=341668) Additional guidance about these activities is provided at Section 5 – Further Information.2.5.1 Use of funding Indigenous Community Links funding must be used in accordance with the service provider’s Funding Agreement and Terms and Conditions, and may include:  Employee salaries and on-costs (full-time and/or part-time) to provide Indigenous Community Links across specified service sites, including outreach/mobile services, administrative support and Indigenous Community Links related activities;  Operating expenses directly related to providing Indigenous Community Links, including office materials, utilities, insurances, telephones, bookkeeping and audit;  Travel and/or vehicle leasing/purchase - any single items over $10,000 (GST inclusive) requires approval from the Department;  Non-capital items relating to Indigenous Community Links premises, including consideration of additional service sites, appropriate to the funded location/s (e.g. rent, furniture, office equipment, minor repairs/maintenance and insurance);  Items to assist to make service areas inviting (e.g. water coolers, books/publications, children’s toys, Indigenous artwork);  Purchasing additional equipment (office equipment, computers, laptops, mobile phones for coordinators, stationery) - any single item over $10,000 (GST inclusive) requires approval from the Department;  Computer/software upgrades and security protection in relation to provision of Internet access for clients;  Developing and producing Promotional materials (e.g. signage, posters, brochures, banners, resource kits, badging).  Community activities (Barbeques/ luncheons, sporting events, exhibitions, opening days, attending events including NAIDOC);  Training/study and related materials to assist staff in their capacity to provide Indigenous Community Links to the community (e.g. dealing with aggressive clients, baseline counselling/ social/grief support, cultural awareness, submission/application writing, stakeholder engagement/management);  Attendance at relevant conferences/forums;  Excursions (staff and/or clients to go on outings/excursions e.g. NAIDOC events, meetings, health days, Elder/men/cultural events);  Lectures (guest speakers/lectures on various topics for staff and/or clients); and  Programmes/classes/groups, either conducting and/or coordinating (e.g. parenting programme, cooking classes, financial management/budgeting programmes, yarning groups, men’s groups). Indigenous Community Links funding must not be used for:  Costs that are not directly and specifically related to Indigenous Community Links, e.g. ongoing employee wages, rent, overheads and administrative costs of other existing operations not connected with Indigenous Community Links;  Purchase or lease of capital assets;  Overseas travel;  Relocation costs; and  Retrospective costs, including any costs incurred in the preparation of an Application. Annual budget information is required in Part 5 of the Indigenous Community Links Application Form.2.6 Activity links and working with other agencies and servicesThe Indigenous Community Links coordinator and staff must develop relationships and linkages with service providers to support referrals and to facilitate access and pathways for Indigenous people and their families to mainstream and other Indigenous services. This may include advocacy and community engagement on behalf of Indigenous Community Links, and working with community organisations and/or community groups as a means of promoting and/or providing Indigenous Community Links to client groups. Engagement with end-service providers may be required on a range of levels to help facilitate pathways and build more effective relationships and positive service responses on the part of end- services with Indigenous clients. The use of specific tools or mechanisms for facilitating this interagency work, such as a register, database or training workshops, is at the discretion of service providers.2.7 Specialist requirements (eg: Legislative requirements)Referrals for children under sixteen years of age Referrals can be made for children less than 16 years through Indigenous Community Links. Service providers must comply with any applicable legal requirements in the locality in which they operate.8 These legal requirements include, but are not limited to, any applicable state and territory legislation about working with children. Service providers must ensure that all staff or volunteers have the relevant Working with Children checks, as required. Indigenous Community Links providers must also meet funding agreement obligations regarding police checks.2.8 Information technologyIndigenous Community Links providers must ensure that information technology is adequately protected with appropriate software and is compliant with the Government’s secure and safe Internet standards. Information about these standards is published at http://www.staysmartonline.gov.au. Indigenous Community Links providers must provide clients with access to free Internet services when service sites are open to the public. Mobile workstations and/or laptops may be used either within the Indigenous Community Links service site or for use with outreach or mobile services. Service providers may also assist clients with using the Internet. This may include:  Helping clients to find information;  Showing clients how to use search engines; and/or  Navigating around the Internet. Security of information Indigenous Community Links providers are required to store records in a secure place and dispose of them in an appropriate manner. A copy of all reports and records or account books in original form must be retained in accordance with the Funding Agreement Terms and Conditions (May 2011) which can be found at: http://www.dss.gov.au/grants-funding/general-information-on- funding/terms-and-conditions-standard-funding-agreement . Service providers must ensure that records containing personal information are retained for five years following the expiration of the funding agreement.2.9 Activity performance and reportingIndigenous Community Links providers must report at least every six months about the use of, and client satisfaction with, the provision of Indigenous Community Links. The six monthly reports provide the Department with information to allow assessment of the effectiveness of the programme in meeting its objectives at the national and regional level. Reporting is also used by the Indigenous Coordination Centre and/or the State and Territory Office network to monitor the activities of service providers on an ongoing basis. The information is used to assist service delivery improvement and to inform the Department of any performance-related issues. Data collected includes Key Performance Indicators of: (1) Percentage of individuals seeking services that indicated the assistance received from Indigenous Community Links met their needs - target 70%.(2) Percentage of individuals that indicated they were satisfied with the service provided (including service location and accessibility) by Indigenous Community Links – target 70%.(3) Percentage of individuals seeking services that indicated that the service provided by Indigenous Community Links was culturally appropriate - target 70%. Indigenous Community Links providers must provide Activity Work Plans and Performance Reports using tools provided by the Department. Service providers may be asked to report progress against Activity Work Plans, according to programme requirements and reporting milestones outlined in the Funding Agreement. Periodically examples of good practice service delivery and/or de-identified good news stories may be sought from service providers. The Department may also conduct site visits and make contact via telephone or email to ensure service delivery activities are on-track.Indigenous Community Links providers must also collect de-identified data on a daily basis about their interactions with clients. All client interactions need to be recorded, irrespective of the end result. Any information and/or direction given that assists an individual to access services should be counted. There is no minimum level of involvement. This may range from assistance provided to individuals at Indigenous Community Links sites to the provision of information in group settings such as community meetings or events. Annual financial reporting (including an annual acquittal of funding via an independently audited financial report endorsed by the organisation’s Board of Directors, and provision of the organisation’s annual report) is required by 31 October. The Department may periodically undertake or commission programme evaluations and reviews to ensure programme outcomes are met through quality, efficient and effective services. Where input is sought from Indigenous Community Links service providers in relation to an evaluation or review, the Department will notify them of:  the intention to conduct an evaluation;  the focus of the evaluation;  who is conducting the evaluation;  the time period in which it is to be conducted; and  where appropriate, the involvement sought. 3 Application Process3.1 Overview of the application processThe selection process for one organisation to provide a Community Links service in the Kalgoorlie/Coolgardie region is a restricted selection process. The need for this restricted selection process has arisen because the current provider ceased Indigenous Community Links service delivery as of 30 September 2013. This approach has been selected as the most appropriate as it will target only those mainstream and Indigenous organisations that can demonstrate:  genuine connection and effective service to Indigenous communities; and  capacity to assist members of the Indigenous community to link up with, and obtain referrals to, Indigenous and mainstream social support information and services. The restricted selection process for the provision of Indigenous Community Links in Kalgoorlie/Coolgardie will open 20 December 2013. Applications will close on 24 January 2014. The restricted approach will involve selected organisations being contacted and offered the opportunity to submit an application and being provided with an Application Pack consisting of:10  Indigenous Community Links 2013-2015 Application Form;  Programme Guidelines; and  The Funding Agreement Terms and Conditions.3.2 How to submit an applicationCompleted applications will need to be submitted electronically or in hard copy by the closing date and late applications will not be considered. Completed applications must be emailed to: [email protected] or posted to: Indigenous Community Links – Tender Box, Private and Confidential Department of the Prime Minister and Cabinet PO Box 9820, PERTH WA 68483.3 Assessment TeamThe Assessment Panel will assess applications primarily on the information provided in the Application Form. The Assessment Panel will comprise two people consisting of representatives from National Office and/or the WA State Office or the local Indigenous Coordination Centre Agreement Manager in the specified location.3.4 Selection CriteriaThe applicant will be required to submit an Application Form addressing the following three selection criteria.1. Demonstrated ability to develop and deliver community services to Indigenous people in the nominated communities (specify the locations/clusters). (Weighting 35%) Describe your organisation's experience in developing and delivering community services to Indigenous people and their families in the location being applied for: All examples provided should be based on experience within (specify the locations/clusters) only. (a) Tell us what services you have developed and/or delivered and to which communities. (b) What were the outcomes, including how your service/s benefited Indigenous members of the community? (c) Tell us how you ensured staff awareness of cultural sensitivities in delivering services. (d) How did you manage service delivery and monitor results?2. Demonstrated capacity to deliver the required community services in the nominated communities (specify the locations/clusters). (Weighting 40%) Explain how your organisation would provide access to information and referrals to services, for the location/s you are proposing to service – including: (a) The existing relationships your organisation has with local mainstream and Indigenous service providers you will need to provide information about and to make referrals to? (b) How would your coordinator use existing connections to the Indigenous community to promote the service and directly provide information to clients? (c) How would your coordinator build on existing relationships to create pathways for clients to access services from these other providers through your referrals or links? (d) Please describe how you would address the following issues for your proposed delivery model, in particular noting any existing culturally appropriate premises and staff that would be used to deliver the service: How and where would you provide access to the Internet? What experience and skills will your proposed coordinator/s have including existing connections to the Indigenous community if any? What support will your organisation provide to the coordinator/s, including training, professional supervision and dealing with any complaints about the service? (e) How does your organisation propose to commence delivery of this service within 6-8 weeks of funding including establishment of culturally appropriate delivery location and staff? Note that all examples provided should be based on experience within (specify the locations/clusters) only.3. Demonstrated ability to connect with Indigenous people and their families in the nominated communities (specify the locations/clusters). (Weighting 25%) Tell us how your organisation intends to connect with local Indigenous people to inform them about broader community services in the proposed service location/s in a culturally sensitive way: (a) Provide details of cultural sensitivities that could arise in providing the service and how you would deal with these. (b) Describe how your organisation would use existing cultural networks or other networks to help connect Indigenous people and their families to other support services. (c) Provide details of how your organisation will engage with all Indigenous community members and their families in the proposed service location.3.5 Questions and Answers during the application periodThe Department will only respond to requests for information that seek clarification of issues to allow potential applicants to better understand the requirements of the Application Form and Programme Guidelines. Answers to any questions will be supplied to all applicants equally throughout the selection process. Questions can be submitted by email to [email protected].3.6 Questions and Answers after the application periodThe Department will not accept or respond to any applicant’s requests for information or correspondence about the status or progress of their application during the assessment phase.3.7 Application acknowledgementUnless prior agreement has been reached with the Department an application will not be considered lodged until it is received by the Department. Receipt of all applications (email and hardcopy) will be acknowledged within (2) days of the application period closing. 12 3.8 Announcement strategy and feedbackApplicants will be advised in writing by no later than 14 February 2014 whether they have been successful or unsuccessful in their application. Unsuccessful applicants will have the opportunity to request feedback on their application by emailing a request to [email protected]. 4 Contact information The Department is responsible for overall programme management and ongoing policy development of Indigenous Community Links. For more information about Indigenous Community Links, you can email the Department at [email protected] or telephone (02) 6146 3353. 5 Further informationAdditional related support to access servicesIndigenous Community Links may provide other support to clients to access services as part of linking them to services and/or building individual’s capacity to engage with services. This may include, but are not mandated or limited to: • Advocacy; • Assistance with making and/or attending appointments; • Assistance with understanding, completing and/or lodging forms; • Assistance with confirming formal identification in order to access services (e.g. seeking employment, opening a bank account, etc); and/or • Use of telephone, fax, printer. Rules around the use of telephone, fax and printers should be set out in clear printed signage and communicated to clients, to ensure fairness and reasonable use of the organisation’s resources. Other than in exceptional circumstances, use should be restricted to that related to accessing services and supporting the assistance provided under Indigenous Community Links.Coordinator and staffIndigenous Community Links providers should consider the following (where applicable) as part of providing appropriate people to deliver the service knowledge and understanding of a broad range of indigenous specific and mainstream services/programmes within the local area and be able to advise clients on options available. • mix of full and/or part time staff required to best fit the Indigenous Community Links provision hours, including across multiple service sites and/or Indigenous Community Links out-of-office activity where appropriate to community needs. • mix of male and/or female staff required to best meet community needs. • formal mentoring, training and support for coordinators. Indigenous Community Links staff must attend at least one (regional or state) provider forum per year as organised by the department. The department will provide some specific training through provider forums and standard provider support materials. • occupational health and safety regulations and any other relevant legislation relating to all staff and client safety, including appropriateness of premises and layout, and provision of out-of-office services.Use of volunteers Indigenous Community Links providers may wish to engage volunteers as an additional resource. Organisations such as Indigenous Community Volunteers and Volunteering Australia can assist with matching volunteers with organisations. Indigenous Community Links providers that utilise volunteers must have policies and procedures in place for their involvement. The national standards for involving volunteers provide a basis for identifying the main activities that typically occur in organisations that involve volunteers.14 Culturally acceptable servicesUnderstanding: Indigenous Community Links providers and staff should have a strong awareness across Indigenous cultures, customs, language, knowledge of family/kin groups, tribal boundaries and have an understanding of Indigenous history within their region. For cases dealing with Indigenous transient populations, efforts should be made to network with other Indigenous Community Links locations that may be able to offer assistance. All Indigenous Community Links staff should be trained (as needed) in cross cultural issues and awareness.Cultural respect: Indigenous Community Links providers and staff must ensure that they respond to the cultural diversity, rights and values of Indigenous Australians and are respectful in the delivery of a culturally appropriate service. Some contributing factors to cultural appropriateness may include providing a safe and welcoming first point of contact with a local Indigenous person. Indigenous materials and imagery: Indigenous materials and imagery should be in clear view, and may include: • Nationally produced material – such as Indigenous Community Links specific brochures and posters, NAIDOC/Reconciliation week posters. • Indigenous magazines/publications – such as (not limited to) copies of the Koori Mail, National Indigenous Times, NewsLines and Deadly Vibe. Imagery – art work, newspaper articles and photography (where acceptable). • Providing a child friendly space – such as a box of toys available for children of clients, and display books by appropriate publishers. • Providing complimentary tea and coffee facilities. • Signage and branding: Effective signage and branding of physical service sites is an important element of providing a culturally appropriate and easily accessible place, from an ‘identifiable’ perspective. The Department’s minimum standards and expectation for signage of service sites include: Signage on the service site near the entrance (e.g. front door or window) must display the words ‘Indigenous Community Links’. Permanent and highly visible external signage. Signage must clearly display the words ‘Indigenous Community Links’ preferably with an Indigenous theme and list the standard opening hours. Portable sandwich board style signage is acceptable but must be placed in a location that can be visible on the street and should be displayed during opening hours. Ideally, wherever possible, dedicated shopfront and client interaction spaces should be provided within the Indigenous Community Links service site, including for the provision of free Internet access. Cultural appropriateness, accessibility and privacy needs must be considerately addressed. Indigenous Community Links providers must brand and promote Indigenous Community Links as a separate entity within their organisation and in a culturally appropriate manner. This is particularly important where the organisation also provides other services. It must be clear that Indigenous Community Links is available from the service site premises, particularly if provided alongside other services. For provider organisations with public websites, it is expected that the website will provide reference to and information about the organisation’s provision of Indigenous Community Links and that the information is kept current.Free access to Internet servicesFree Internet access via computer(s) must be available to Indigenous people and their families at Indigenous Community Links delivery points, including with outreach/mobile services, where possible. Access to the Internet should be available at all times that the service sites are open to the public. Computer terminals should be easily accessible and appropriately located, such as a small public work station area within the Indigenous Community Links service site. Other avenues could also be considered such as the use of laptops, either within the Indigenous Community Links service site or out on community visits. The number of computers required is not stipulated. It is the responsibility of the provider to decide what is needed to meet client demand and to be flexible to meet changing demand over time. Internet access must be compliant with the Government’s secure and safe internet standards (available at http://www.staysmartonline.gov.au). Issues such as privacy laws and appropriate use must be taken into account. Clients should formally accept their responsibilities with regards to appropriate use as a requirement before being provided access. Procedures should be employed to ensure fairness of usage time. Computer literacy is seen by the Government as an effective learning tool that stimulates and encourages meaningful and effective creativity and learning. The use of the Internet should also be viewed primarily as a tool for learning and information access. It is expected that part of the Indigenous Community Links support to clients may include initial training and assistance with using the Internet for information and referral purposes, and in building client’s capacity to access and engage with end-services.Marketing/promotional materialIndigenous Community Links providers must actively promote their service in their designated locations. Promotion can occur via, and without being limited to: posters, brochures, forums, meetings with local Indigenous groups, community meetings, networking with end service providers etc. Providers may also find it useful to promote or network through local community events (e.g. NAIDOC celebrations, sporting events, community days, etc). Promotional and marketing material such as posters, brochures, Indigenous Community Links letterhead and PowerPoint presentation slides for use at meetings and/or community forums can be obtained by contacting your local Indigenous Coordination Centre or by emailing: [email protected] Service providers can utilise Indigenous Community Links artwork to make their own promotional material however, the use of the Australian Government crest in isolation (i.e. on its own) is not permitted. Providers can only use the Australian Government crest in conjunction with the images in their entirety.Media coverage: Service Providers must keep their local Indigenous Coordination Centre and Funding Agreement Manager advised of any media coverage relating to Indigenous Community Links.16 Opening hoursClear notice of service site opening hours must be advertised and communicated to the local communities. Service hours should be expressed as minimums or as ‘at least x hours per week’ and take into account that needs may vary over time. The local Indigenous Coordination Centre has the discretion to seek further specification of service hours through negotiation. This may relate to core differences of operating hours across different sites/locations and/or outreach services. It would be expected that at least one full time equivalent staff would be required, which may be split across multiple locations and/or outreach. Any outreach services should be supplementary to, and not at the expense of, service to the core locations. The splitting of service availability across all sites should be in agreement with the local Indigenous Coordination Centre. The Department acknowledges that related deliverables, such as building relationships with local service providers, may at times impinge upon the ability to keep the service site(s) open to the preferred hours or as specified in the funding agreement. The expectation is that this is the exception and should not become a default position over prolonged periods. Any trialling of outreach services should be discussed with the local Indigenous Coordination Centre, with an agreed timeframe for decision as to whether the outreach is to be formalised. This will be referenced as part of serviced locations within the Funding Agreement. It is also acknowledged that community events such as Survival Day, NAIDOC and Reconciliation Week and/or customary traditions/requirements such as sorry business, men’s and women’s business may impact upon opening hours.Outreach servicesIndigenous Community Links providers must service the regions and locations outlined in their Funding Agreement. Providers should develop an effective service model that best provides coverage across the communities within the location/cluster. If a provider wishes to provide services or outreach to another locality, this may occur with the written consent of the local Indigenous Coordination Centre. If this outreach service to outlying areas remains a permanent component of service delivery, this must be included as part of the Funding Agreement. Service providers should consult with the local Indigenous Coordination Centre if unsure about specific geographic boundaries. Providers should not expect that all local people will immediately come into areas or to a site that traditionally has not been accepted as places where people would frequently go. Being prepared to offer mobile services, going to where people congregate and live can also be an effective way to engage with the community. Service provisionService providers are to adopt a service model that is achievable within the available resources, meets the local community needs and supplements and supports the existing local service network. Information and referrals can range from providing brochures/pamphlets/fact sheets or contact details of end-service providers to arranging appointments and providing advocacy. The level of assistance required will depend on a range of issues, including complexity, timeframe and required steps, and the individual’s capacity. Some individuals may require assistance over an extended time period with ‘supported referrals’ across a range of needs. Support may include such related assistance as attending appointments, advocacy and post appointment follow-up. The level of support provided is at the discretion of service providers and what is manageable within their available resources. Support should not extend to ongoing intensive case-coordination/management services. There is no expectation that Indigenous Community Links staff can know all the details about other programmes offered by end service providers, but rather their role is to provide support and assistance for clients to find the right connections into those other services. Although Indigenous Community Links providers may be aware of gaps in end service delivery, it is not the role of Indigenous Community Links providers to provide detailed specialist advice on services provided by other agencies or to fill service gaps. By filling service gaps (such as transport), providers may leave themselves liable to insurance or legal issues. Service providers are encouraged to create networks or liaise with other providers in order to improve service gaps. Providers should work with community organisations, federal, state and/or local government agencies to investigate options and where possible to collaboratively provide solutions.Privacy and Confidentiality The Privacy Act 1988 (Commonwealth) governs the manner in which personal information is handled by Government agencies and non-government organisations. As a condition of funding, Indigenous Community Links providers are required to abide by Australian Government requirements relating to privacy and confidentiality. Refer to the Funding Agreement Terms and Conditions (May 2011) and Part B: Information for Applicants.Dealing with Unpredictable/Irate Clients Indigenous Community Links providers have discretion when faced with a client/person who is violent or acting in an anti-social manner. The provider may refuse service until such a time that the individual is behaving in an acceptable manner. It is up to the discretion of the Indigenous Community Links provider if this client can be assisted at a later time.Transport assistanceFor communities where public transport options are limited, service providers are encouraged to work with other service providers, community organisations, local and/or state government agencies to investigate options and where possible, to collaboratively provide solutions.18 Under exceptional circumstances, the provision of transport assistance may be warranted to enable clients to access services or attend related appointments/interviews. Vehicles purchased or leased as part of Indigenous Community Links delivery may be used for this purpose. Private vehicles should not be used to transport clients. Indigenous Community Links providers are not mandated to, or responsible for, filling service gaps and must be aware of possible insurance liabilities, legal issues, and occupational health and safety and resource implications of delivering services that fall outside those specified under the Indigenous Community Links Funded Activities. The provision of any additional activities is at the discretion of the service provider and must be managed within existing funding.Use of the name ‘Indigenous Community Links’The name ‘Indigenous Community Links’ should not be varied. Providers may add a local Indigenous title to provide a locally identifiable name that may reflect the organisation and/or local community, but it must always be used in conjunction with the primary name of ‘Indigenous Community Links’. This includes references and use in all materials and media, including signage, print materials and electronic media (such as the organisation’s website).

Part C: Application Information For The Community Investment Programme – Indigenous Community Links

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