DRAFT 11
Case Coordination OverviewCOMMUNITY AGENCIES- November 2011
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The Australian Government Service Delivery Reform agenda• Giving customers more control, better support and enhanced
assistance when they need it. • Focus on early intervention and prevention. • Enhance capability to further Government’s Social Inclusion
agenda.• Service delivery that is – easy, high quality and that works for you.
Background - Service Delivery Reform
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Case Coordination aims to:• Case Co-ordination is a new service delivery approach that will
enable staff to identify people in need of additional support beyond their payment eligibility
• One of the key rationales underpinning Case Coordination is that the Department is a ‘first to know’ agency and is well positioned to connect people to appropriate services
• A service offer that will involve dedicated resources, including more time for customer service staff to work with individual customers
• An approach to service delivery where we assess and respond to customer needs after we have considered the customer’s whole circumstance
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Case Coordination aims to:
• Connect people to appropriate services by providing personalised support and assistance
• Improve outcomes for people by working collaboratively with local community service providers to improve connections to services
• Create opportunities for engagement especially for the hardest to reach customers
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The model:• Identification and Streaming• Assessing customer needs– The key to Case Coordination– Guided conversation
• Planning and referral• Review and feedback
A strengths based approach
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Participants• The service will target a broad range of individuals who are
experiencing disadvantage and are at risk of being socially isolated • Based on the assumption that around 15% of our customers would
benefit from more assistance and/or referral to community support services.
• This support maybe very short term early intervention assistance or up to many hours of support, delivered over an extended period of time.
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Case Coordination Update:• 19 Centrelink and Medicare test sites in 2011/12• Building Australia’s Future Workforce identified 10 areas of
disadvantage: Playford (SA), Hume & Shepparton (Vic), Burnie (Tas), Bankstown, Wyong & Shellharbour (NSW), Rockhampton & Logan (QLD), and Kwinana (WA)
• Case Coordination trial sites will be based in these areas• Case Coordination to operate in 9 other service centres• Phased implementation of the first 19 sites from July to November
2011:– 34 sites in 2012/13– 44 sites in 2013/14 & 2014/15
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Working with Local Agencies• Case Coordination will connect people to appropriate services in
their community.
• Commitment to engaging agencies in all steps of the work.
• Invite you to work with us to make this work for our shared customers and for all service delivery agencies.
• Work with to ensure the best outcomes.
What is success?• Case Coordination becomes part of ‘Business as Usual’ (BAU).
• Strong partnerships and relationships built with community and third party providers.
• Feedback forms part of the process and informs ongoing development in an action learning cycle.
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DRAFT 10
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