Integrated Carer Support Service Overview Online peer Online digital National Outcomes Providers DSS support forum counselling Regional Delivery Partners communications measurement provider provider provider provider Give carers easy Provide carers Support carers Manage intake, Deliver Provide Manage Evaluate Promote local Raise awareness Report on access to with an online experiencing assess needs & preventative emergency services performance ICSS services of carer role and outcomes Ancillary Client Activities resources to community of stress, anxiety, manage support services support ICSS Activities assist them in support low mood & planning their caring role depression Carer online Online peer Digital Pathway Carer coaching Emergency Regional Business Data collection Mapping of National Outcomes resources support counselling navigator In-person peer respite care delivery model Service review existing local communications measurement support establishment services In-person Activity Identification of counselling planning local area needs Services Carer directed Business Brokerage of support operations local service providers Local community outreach Back-office staff Forum mediators Front-line staff Front-line staff Carer coaches Subcontracted Back-office Back-office staff Back-office staff Back-office staff Back-office staff Back-office staff Counsellors Back-office staff Peer group staff staff Back-office staff moderators Resources Counsellors Subcontracted staff Online Carer pathway Online coaching Promotional National carer Benefit counselling navigator resources*** material awareness management diagnostic tool Carer strain campaign framework Tools measurement Analytics and tool evaluation survey Carer gateway Counselling 1800 Carer gateway Service outlets 1800 national national phone 1800 telephony Client data phone line line system collection & Routing system Counselling 1800 Mobile devices storage system, to direct calls to telephony Vehicles e.g. CRM RDPs system Infrastructure Carer gateway Digital website counselling DEX Data channel Repository Client data collection & storage system (CRM)
Integrated Carer Support Service Overview Providers DSS Online peer support forum provider Online digital counselling provider Regional Delivery Partners National communications provider Outcomes measurement provider Client Activities Give carers easy access to resources to assist them in their caring role Provide carers with an online community of support Support carers experiencing stress, anxiety, low mood & depression Manage intake, assess needs & manage support planning Deliver preventative services Provide emergency support Ancillary Activities Manage services Evaluate performance Promote local ICSS services Raise awareness of carer role and ICSS Report on outcomes Services Carer online resources Online peer support Digital counselling Pathway navigator Carer coaching In-person peer support In-person counselling Carer directed support Emergency respite care Regional delivery Business model establishment Activity planning Business operations Data collection Service review Mapping of existing local services Identification of local area needs Brokerage of local service providers Local community outreach National communications Outcomes measurement Resources Back-office staff Forum mediators Back-office staff Front-line staff Counsellors Back-office staff Front-line staff Back-office staff Carer coaches Peer group moderators Counsellors Subcontracted staff Subcontracted staff Back-office staff Back-office staff Back-office staff Back-office staff Back-office staff Tools Online counselling diagnostic tool Carer pathway navigator Carer strain measurement tool Online coaching resources*** Promotional material National carer awareness campaign Benefit management framework Analytics and evaluation survey Infrastructure Carer gateway 1800 national phone line Routing system to direct calls to RDPs Carer gateway website DEX Data Repository Counselling 1800 national phone line Counselling 1800 telephony system Digital counselling channel Client data collection & storage system (CRM) Carer gateway 1800 telephony system Mobile devices Vehicles Service outlets Client data collection & storage system, e.g. CRM
icss-service-blueprint-accessible-version.docx