What the Department can expect from Providers recognise and act on the Government’s Respect employment services policies implement programme changes in a timely Providers will: way respect the Department’s role, experience maintain effective governance and control and expertise frameworks to provide assurance of the treat participants, the Department, other quality of services and compliance with providers, and industry stakeholders with relevant courtesy and consideration act in accordance with the law and avoid any respond to queries appropriately. practice or activity which could bring employment services or the Department into Collaboration disrepute manage feedback fairly, ethically and develop and maintain effective relationships confidentially (subject to relevant deed with the Department, employers, other provisions) providers, and industry stakeholders make sure staff deliver accurate and work with the Department to resolve consistent advice and information complaints, disputes or problems, using the participants, employers, and other following informal dispute resolution process stakeholders in the first instance (except for matters that actively identify and manage risks. are excluded under the relevant deeds): The provider initially discusses any issues Continuous Improvement or problems directly with a contract or account manager. Providers will: If the dispute, complaint or problem can’t work to increase job outcomes for be resolved, the provider requests that it participants be raised with the relevant state manager. further develop service strategies that If this process does not resolve the issue, increase job outcomes for Indigenous the National Contract Manager will participants attempt to facilitate a resolution. develop tailored and effective services that Any dispute or problem that cannot be meet employers’ needs resolved through this informal resolution regularly review performance and work to process will be managed through the address performance management issues formal procedures set out in the relevant encourage and foster innovative approaches deed. and better practice support efforts to streamline activities Integrity and accountability without compromising the integrity of employment services Providers will: maintain and strengthen the capability of maintain high standards of professional staff. conduct
What the Department can expect from Providers Respect Providers will: respect the Department’s role, experience and expertise treat participants, the Department, other providers, and industry stakeholders with courtesy and consideration respond to queries appropriately. Collaboration develop and maintain effective relationships with the Department, employers, other providers, and industry stakeholders work with the Department to resolve complaints, disputes or problems, using the following informal dispute resolution process in the first instance (except for matters that are excluded under the relevant deeds): The provider initially discusses any issues or problems directly with a contract or account manager. If the dispute, complaint or problem can’t be resolved, the provider requests that it be raised with the relevant state manager. If this process does not resolve the issue, the National Contract Manager will attempt to facilitate a resolution. Any dispute or problem that cannot be resolved through this informal resolution process will be managed through the formal procedures set out in the relevant deed. Integrity and accountability Providers will: maintain high standards of professional conduct recognise and act on the Government’s employment services policies implement programme changes in a timely way maintain effective governance and control frameworks to provide assurance of the quality of services and compliance with relevant act in accordance with the law and avoid any practice or activity which could bring employment services or the Department into disrepute manage feedback fairly, ethically and confidentially (subject to relevant deed provisions) make sure staff deliver accurate and consistent advice and information participants, employers, and other stakeholders actively identify and manage risks. Continuous Improvement Providers will: work to increase job outcomes for participants further develop service strategies that increase job outcomes for Indigenous participants develop tailored and effective services that meet employers’ needs regularly review performance and work to address performance management issues encourage and foster innovative approaches and better practice support efforts to streamline activities without compromising the integrity of employment services maintain and strengthen the capability of staff.
draft_time_to_work_employment_service_deed_final.docx