s47 s47 s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) s22(1)(a)(ii) SCHEDULE 1 STATEMENT OF WORK 1 22946417 PART 1: NATURE OF THE SERVICES 1. General background and nature of services 1.1. Background 1.1.1. The Department requires the provision of garrison and welfare services outlined in this Schedule for the Residents and Personnel at Regional Processing Centres (RPCs), Settlement Sites, and Other Sites in Nauru. The Department has a key role in developing and implementing an appropriate and sustainable regional processing model (Regional Processing) as part of the regional solution to combat people smuggling (Operation Sovereign Borders). The model will support the government policy that all people arriving in Australia by boat will be transferred to a Regional Processing Country. This will include appropriate accommodation and services onsite. 1.1.2. The Department continues to design, develop and facilitate an efficient and effective model for infrastructure and services to support Regional Processing in the Republic of Nauru (Nauru). The focus is on an end to end process encompassing transfers, coordination and logistical services, governance, Regional Processing Centre (RPC) services, refugee determination assessment and review and outcomes, removals and returns and settlement in host countries. Host governments are responsible for in-country arrangements and operations with support being provided by the Australian government. 1.1.3. A key requirement for the Service Provider is achieving innovation and efficiency in service delivery and to enhance value for money for the Commonwealth. 1.1.4. Security infrastructure at each site exists with the intent to reduce the risk of damage from major disturbance such as occurred on 19 July 2013 in Nauru. The Service Provider is expected to put in place policies and procedures to support security enhancements and to minimise tensions at RPCs. 1.1.5. The parameters within which Regional Processing will operate include Australian and Host country legislation, Ministerial directions, Joint Agency Task Force (JATF) arrangements, Regional Resettlement Arrangement Memoranda of Understanding and Regional Resettlement Arrangement Administrative Arrangements. Australia’s international obligations, such as the United Nations Refugee Convention and Convention on the Rights of a Child, also provide parameters. 1.1.6. The longer term objective is to support Nauru to manage and administer the suite of Regional Processing activities with a view to them becoming increasingly independent in this regard. 1.1.7. In addition, the development of supporting infrastructure and services in Nauru will contribute to their nation building. Alignment with stakeholders’ expectations is therefore critical and an effective working relationship with the Government of Nauru (GoN) needs to be maintained. 1.1.8. RPCs accommodate individuals in accordance with the Minister’s direction under s 198AD(5) of the Migration Act 1958 of 29 July 2013. Nauru accommodates Single Adult Males (SAMs), families, Single Adult Females (SAFs) and 2 22946417 unaccompanied minors (UAMs) (where required) – this includes refugees, asylum seekers, and non-refugees. 1.1.9. Settlement Sites and Other Sites accommodate individuals who have been found to be refugees by the Government of Nauru. This includes SAMs, families, SAFs and UAMs (where required). 1.1.10. It is essential that services are able to scale up and down in an effective and timely manner to meet forecasted requirements. 1.1.11. Regional Processing is subject to significant scrutiny and the Service Provider is required to liaise with stakeholders and manage expectations effectively. 1.1.12. The Service Provider must perform the Services in a manner that is: a. adaptable to, and readily accommodates changes in Commonwealth policy during the term of the Contract to ensure that the Services are delivered in accordance with Commonwealth policy; b. appropriate to the individual needs of each Resident; and c. adaptable to and readily accommodates changes in Resident numbers (which may significantly increase or decrease during the term of the Contract). 1.2. Provision of works and services in Nauru 1.2.1. The Service Provider must hold all necessary local Nauru company registration and accreditation requirements to be able to carry on business in Nauru. 1.2.2. The Service Provider will provide Services that are the best available in the circumstances, and utilise facilities and Personnel on the Sites that, as far as possible (but recognising any unavoidable limitations deriving from the circumstances of the Sites), are broadly comparable with services available within the Australian community. 1.2.3. The Service Provider should note that the Australian Government is committed to promoting employment and training opportunities for local Nauruan people and businesses. 1.2.4. The Service Provider is required to identify and provide training and employment opportunities to local people and to demonstrate that best efforts have been undertaken to engage local contractors to the maximum extent possible within the parameters of the services. 1.3. Stakeholder management 1.3.1. The Service Provider will have significant stakeholder management and consultation requirements including with the Department and Nauruan government authorities. The Service Provider must adopt a collaborative approach to the complex stakeholder and governance issues. 3 22946417 PART 2: RPC RESIDENT WELFARE SERVICES 1. General 1.1. Overview 1.1.1. The Service Provider is required to provide and assist with a range of Resident Services at the RPCs, and facilitate and encourage Residents to access these Services. 1.1.2. These services include: a. Individual Management b. Programmes and activities c. Reception, transfer, discharge of Residents d. Property Management e. Communication Management 1.1.3. The Services are to be delivered by the Service Provider at the RPCs. Any reference to RPC or Site refers to the RPC Site. 1.1.4. All Service delivery decisions taken by the Service Provider will take account of the individual needs of Residents, and will aim to improve health, welfare and well-being outcomes for each Resident. 1.1.5. The Service Provider will provide a range of Services to promote the welfare and well-being of Residents and create an environment that supports security and safety at the Site. 1.1.6. The Service Provider is required to take reasonable steps to ensure that it and all its Personnel treat Residents equitably and fairly, with dignity and respect. 1.1.7. The Service Provider is required to focus on the well-being of each Resident and will make every effort to ensure visits from support groups are facilitated, while maintaining safety of all Residents. 1.1.8. The Service Provider will encourage interaction between Residents, where safe and appropriate. 1.1.9. The Service Provider will develop and facilitate activities to enhance the ongoing emotional and mental health of each Resident. 2. Individual Management 2.1. General 2.1.1. The Service Provider is required to: a. promote and maintain an environment conducive to the health and welfare of Residents where the needs of Residents are identified and responded to openly and with integrity; 4 22946417 b. establish processes to prevent Residents being subjected to illegal and anti- social behaviour and, where such behaviour becomes apparent, to deal with the issues cooperatively with the local authorities, the Department and other service providers; c. promote a culture in which Personnel interact with Residents on a regular basis in both formal and informal settings, developing trust and effective communication channels in undertaking their duties; d. take all reasonable steps to ensure all interaction between Personnel and Residents is conducted in a culturally appropriate manner; and e. ensure all interaction between Personnel and Residents is conducted in a professional manner. 2.2. Interaction with Residents 2.2.1. The Service Provider is required to implement and support: a. policies and procedures at the Site that promote high levels of positive and culturally sensitive interaction between Personnel and Residents to deliver a healthy environment and assist Residents to achieve greater self-sufficiency over their daily routine in preparation for settlement; b. policies and procedures that set out the standards and qualities the Service Provider expects of its Personnel when they interact with Residents, other service providers and stakeholders, including: i. Personnel being required to clearly identify themselves when communicating with Residents, other service providers and other stakeholders including wearing a name badge; and ii. supporting Personnel to develop communication skills to interact and communicate with Residents, other service providers and other stakeholders in a positive and effective manner. 2.2.2. The Service Provider must ensure that all Personnel: a. read, sign and understand the code of conduct and confidentiality forms provided by the Department before commencing duty at the Site; b. maintain regular contact with Residents; c. coordinate access by Residents to available Services; d. proactively manage issues relating to Residents as they arise and before they impact on the Resident's well-being or that of other Residents in the Site; and e. document and report any matters they consider material to the welfare of Residents in individual management plans and advise the Department. 2.2.3. The Service Provider must ensure that its Personnel do not provide any form of advice in relation to the visa status or other migration related matters of any Resident. The Service Provider should also ensure that their Personnel are 5 22946417 aware of government policies and that all communications with Residents are consistent with these policies. 2.3. Individual Management Plans 2.3.1. The Service Provider is required to develop and implement, and review Individual Management Plans for each Resident in line with Departmental Guidelines issued from time to time.