Principle 4 - Participants Key Performance Practice Requirement Minimum Evidence Requirements Quality Performance Measure Measures for Surveillance Audit scope reduction 4.1 4.1.1. The Provider’s communication policies and processes include: No measures. This KPM The Provider has The Provider has a will be retained as a a variety of communication methods, and strategies in place communication policy in minimum requirement for that result in place to engage with all Providers. the frequency of contact between the Provider and Stream Participants, that is line with the effective Stream Participants. Service Guarantee and Service Delivery Plans. engagement with Stream Participants. 4.1.2. The Provider has processes in place to conduct regular caseload monitoring across all sites and The Provider regularly address emerging issues. These processes support the consistent review of caseloads to ensure: reviews its caseload to timely activation of Stream Participants from date of referral, ensure Stream Participant engagement. the timely commencement and ongoing participation of Stream Participants into Work for the Dole and other relevant activities, and prompt re-engagement of Stream Participants following Suspension and exemption periods or who fall out of employment. The Provider has a process in to maintain engagement with Stream Participants to ensure they remain in Employment for the length of the payment period. 4.2 4.2.1. The Provider has policies and processes that reflect the servicing strategies outlined in the Service 80 per cent of Employment The Provider delivers Guarantee and its Service Delivery Plans. commitments measured Services are services in line with the by the Department during Staff can describe the obligations outlined in the Service Guarantee and its Service Delivery Plans delivered to Stream Service Guarantee, its the monitoring period and correctly apply them to individual Stream Participants. Participants, Service Delivery Plans (two years or contract to assisting them to and the Joint Charter of date, whichever is less) become work Deed Management (Joint are assessed as ‘Met’. and gain sustainable Charter). NOTE: Employment, in line commitments assessed as with individual partially met will not program eligibility count as ‘Met’. and the Provider’s service delivery model.
Principle 4 - Participants Key Performance Measure Practice Requirement Minimum Evidence Requirements Quality Performance Measures for Surveillance Audit scope reduction 4.1 The Provider has strategies in place that result in effective engagement with Stream Participants. 4.1.1. The Provider has a communication policy in place to engage with Stream Participants. The Provider’s communication policies and processes include: a variety of communication methods, and the frequency of contact between the Provider and Stream Participants, that is line with the Service Guarantee and Service Delivery Plans. No measures. This KPM will be retained as a minimum requirement for all Providers. 4.1.2. The Provider regularly reviews its caseload to ensure Stream Participant engagement. The Provider has processes in place to conduct regular caseload monitoring across all sites and address emerging issues. These processes support the consistent review of caseloads to ensure: timely activation of Stream Participants from date of referral, the timely commencement and ongoing participation of Stream Participants into Work for the Dole and other relevant activities, and prompt re-engagement of Stream Participants following Suspension and exemption periods or who fall out of employment. The Provider has a process in to maintain engagement with Stream Participants to ensure they remain in Employment for the length of the payment period. 4.2 Employment Services are delivered to Stream Participants, assisting them to become work and gain sustainable Employment, in line with individual program eligibility and the Provider’s service delivery model. 4.2.1. The Provider delivers services in line with the Service Guarantee, its Service Delivery Plans and the Joint Charter of Deed Management (Joint Charter). The Provider has policies and processes that reflect the servicing strategies outlined in the Service Guarantee and its Service Delivery Plans. Staff can describe the obligations outlined in the Service Guarantee and its Service Delivery Plans and correctly apply them to individual Stream Participants. 80 per cent of commitments measured by the Department during the monitoring period (two years or contract to date, whichever is less) are assessed as ‘Met’. NOTE: commitments assessed as partially met will not count as ‘Met’.
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