Reference Recommendation Department’s initial response Number As an initial priority, develop an effective HSS program Agreed. The Department will work towards implementing this level risk framework which is sensitive to client experiences/outcomes, Provider capabilities and recommendation. performance, and locational issues. Linked to the above, Implementation is expected to be develop a revised Risk Management Framework which completed in the medium term. addresses the following key elements: Client Experience and Outcomes Quality of DIAC referrals and placements which  significantly compromise initial Provider and client contact and relationships (e.g. health data).  Premature client exit from a range of HSS program activities particularly in relation to specific cohorts (e.g. single males). Significant lack of understanding and/or initial  response by clients to case management concept application and specific initiatives designed to assist clients. Identification of need and subsequent quality and  appropriateness of HSS referrals to CCS. Quality of HSS exit processes particularly  effectiveness and quality of referrals to programs such as those under SGP and risk of exit to homelessness. Accommodation 65.  Significant divergence between DIAC, Provider, client and stakeholder expectations around housing quality and cost. Unrealistic expectations about affordability in terms of  rent/income ratio in tight housing markets. Quality of tenancy training and behaviour of clients as  tenants in rental accommodation. Distortion of longer term accommodation expectations  as a result of particular models applied by Providers (e.g. temporary accommodation through community housing providers) Quality of day to day maintenance and repairs and  associated client/provider relationships. Relationship Management Quality and clarity between HSS and other settlement  providers around roles, responsibilities and expectations. Quality and effectiveness of the LAC process in  addressing local issues and resolving and agreeing to relationship protocols. Identification and impact on HSS effectiveness of  specific supporting service delivery outside HSS e.g. mental health services.
Reference Number Recommendation Department’s initial response 65. As an initial priority, develop an effective HSS program level risk framework which is sensitive to client experiences/outcomes, Provider capabilities and performance, and locational issues. Linked to the above, develop a revised Risk Management Framework which addresses the following key elements: Client Experience and Outcomes  Quality of DIAC referrals and placements which significantly compromise initial Provider and client contact and relationships (e.g. health data).  Premature client exit from a range of HSS program activities particularly in relation to specific cohorts (e.g. single males).  Significant lack of understanding and/or initial response by clients to case management concept application and specific initiatives designed to assist clients.  Identification of need and subsequent quality and appropriateness of HSS referrals to CCS.  Quality of HSS exit processes particularly effectiveness and quality of referrals to programs such as those under SGP and risk of exit to homelessness. Accommodation  Significant divergence between DIAC, Provider, client and stakeholder expectations around housing quality and cost.  Unrealistic expectations about affordability in terms of rent/income ratio in tight housing markets.  Quality of tenancy training and behaviour of clients as tenants in rental accommodation.  Distortion of longer term accommodation expectations as a result of particular models applied by Providers (e.g. temporary accommodation through community housing providers)  Quality of day to day maintenance and repairs and associated client/provider relationships. Relationship Management  Quality and clarity between HSS and other settlement providers around roles, responsibilities and expectations.  Quality and effectiveness of the LAC process in addressing local issues and resolving and agreeing to relationship protocols.  Identification and impact on HSS effectiveness of specific supporting service delivery outside HSS e.g. mental health services. Agreed. The Department will work towards implementing this recommendation. Implementation is expected to be completed in the medium term.
departments-initial-response-to-richmond-review_accses.docx