Integrated 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 Provide carers Support carers Manage intake, Deliver Provide Manage services Evaluate Promote awareness of Report on easy access to with an online experiencing assess & preventative emergency performance ICSS services carer role and ICSS outcomes resources to community of stress, anxiety, manage support services support Ancillary Client Activities assist them in support low mood & planning Activities their caring depression role 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 establishment Service review existing local communications measurement support Activity planning services In-person Business Identification of counselling operations local area needs Services directed Brokerage of support local service providers community outreach Back-office Front-line staff Front-line staff Carer coaches Subcontracted Back-office staff Back-office staff Back-office staff Back-office staff Back-office staff staff mediators Counsellors Back-office staff Peer group staff Back-office Back-office moderators Resources staff Counsellors Subcontracted staff Online 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 gateway Counselling gateway Service outlets 1800 national 1800 national 1800 telephony Client data phone line phone line system collection & Routing Counselling Mobile devices storage system, system to 1800 telephony Vehicles e.g. CRM direct to system Infrastructure RDPs Digital Carer counselling gateway channel website Client data DEX Data collection & Repository storage system (CRM)
Integrated 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 & manage support planning Deliver preventative services Provide emergency support Ancillary Activities Manage services Evaluate performance Promote ICSS services 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 directed support Emergency respite care Regional delivery Business establishment Activity planning Business operations Data collection Service review Mapping of existing local services Identification of local area needs Brokerage of local service providers community outreach National communications Outcomes measurement Resources Back-office staff mediators Back-office staff Front-line staff Counsellors Back-office 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 pathway navigator Carer strain measurement tool Online coaching resources*** Promotional material National carer awareness campaign Benefit management framework Analytics and evaluation survey Infrastructure gateway 1800 national phone line Routing system to direct 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) gateway 1800 telephony system Mobile devices Vehicles Service outlets Client data collection & storage system, e.g. CRM
D18-406755-Appendix-A-ICSS-Service-Blueprint-accessible-version.docx