meetings. DIAC Contract Managers will use a number of processes to monitor service delivery standards. These include an annual and ongoing QA process, Client Contact Visits, observations of reception, initial food provision and initial accommodation processes, orientation services, inspection of supplied goods (BHG), client file checks and other ad‐hoc checks/audits as required by the Department. DIAC will consider the Service Provider’s Six‐monthly Reports in the light of its own observations and feedback from clients and stakeholders. Generally in the larger State and Territory Offices, Contract Managers report to a Settlement Manager who in turn reports to a Deputy State or Territory Director who is responsible and accountable to the Global Manager (CSM). On a day to day basis the Contract Manager has regular dealings with the Program Management and Contract Management sections within the CSM Division in National Office. Within the DIAC staffing structure and levels Contract Manager positions range from APS Level 5 (APS5) to APS Level 6 (APS6). Sources: Contract Management Manual v6), Procurement and Contracts Branch, Financial Strategy and Services Division, Canberra, 2011 HSS Policy and Procedures Manual (draft), HSS Contract Management Section, Refugee Support Branch, Canberra, 2011 Humanitarian Settlement Services (HSS) Program Context and Overview, Internal Review Policy – Paper, July 2011 Deed of Agreement for the Provision of Humanitarian Settlement Services, HSS Contract, 2011
meetings. DIAC Contract Managers will use a number of processes to monitor service delivery standards. These include an annual and ongoing QA process, Client Contact Visits, observations of reception, initial food provision and initial accommodation processes, orientation services, inspection of supplied goods (BHG), client file checks and other ad‐hoc checks/audits as required by the Department. DIAC will consider the Service Provider’s Six‐monthly Reports in the light of its own observations and feedback from clients and stakeholders. Generally in the larger State and Territory Offices, Contract Managers report to a Settlement Manager who in turn reports to a Deputy State or Territory Director who is responsible and accountable to the Global Manager (CSM). On a day to day basis the Contract Manager has regular dealings with the Program Management and Contract Management sections within the CSM Division in National Office. Within the DIAC staffing structure and levels Contract Manager positions range from APS Level 5 (APS5) to APS Level 6 (APS6). Sources: Contract Management Manual v6), Procurement and Contracts Branch, Financial Strategy and Services Division, Canberra, 2011 HSS Policy and Procedures Manual (draft), HSS Contract Management Section, Refugee Support Branch, Canberra, 2011 Humanitarian Settlement Services (HSS) – Program Context and Overview, Internal Review Policy Paper, July 2011 Deed of Agreement for the Provision of Humanitarian Settlement Services, HSS Contract, 2011
review-of-hss-richmond_acc.docx