Transcript Slide 1

Case Coordination Overview
COMMUNITY AGENCIES- November 2011
DRAFT
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Background - Service Delivery Reform
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.
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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.
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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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Questions
DRAFT
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