DRAFT 11

Case Coordination OverviewCOMMUNITY AGENCIES- November 2011

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The Australian Government Service Delivery Reform agenda• Giving customers more control, better support and enhanced

assistance when they need it. • Focus on early intervention and prevention. • Enhance capability to further Government’s Social Inclusion

agenda.• Service delivery that is – easy, high quality and that works for you.

Background - Service Delivery Reform

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Case Coordination aims to:• Case Co-ordination is a new service delivery approach that will

enable staff to identify people in need of additional support beyond their payment eligibility

• One of the key rationales underpinning Case Coordination is that the Department is a ‘first to know’ agency and is well positioned to connect people to appropriate services

• A service offer that will involve dedicated resources, including more time for customer service staff to work with individual customers

• An approach to service delivery where we assess and respond to customer needs after we have considered the customer’s whole circumstance

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Case Coordination aims to:

• Connect people to appropriate services by providing personalised support and assistance

• Improve outcomes for people by working collaboratively with local community service providers to improve connections to services

• Create opportunities for engagement especially for the hardest to reach customers

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The model:• Identification and Streaming• Assessing customer needs– The key to Case Coordination– Guided conversation

• Planning and referral• Review and feedback

A strengths based approach

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Participants• The service will target a broad range of individuals who are

experiencing disadvantage and are at risk of being socially isolated • Based on the assumption that around 15% of our customers would

benefit from more assistance and/or referral to community support services.

• This support maybe very short term early intervention assistance or up to many hours of support, delivered over an extended period of time.

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Case Coordination Update:• 19 Centrelink and Medicare test sites in 2011/12• Building Australia’s Future Workforce identified 10 areas of

disadvantage: Playford (SA), Hume & Shepparton (Vic), Burnie (Tas), Bankstown, Wyong & Shellharbour (NSW), Rockhampton & Logan (QLD), and Kwinana (WA)

• Case Coordination trial sites will be based in these areas• Case Coordination to operate in 9 other service centres• Phased implementation of the first 19 sites from July to November

2011:– 34 sites in 2012/13– 44 sites in 2013/14 & 2014/15

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Working with Local Agencies• Case Coordination will connect people to appropriate services in

their community.

• Commitment to engaging agencies in all steps of the work.

• Invite you to work with us to make this work for our shared customers and for all service delivery agencies.

• Work with to ensure the best outcomes.

What is success?• Case Coordination becomes part of ‘Business as Usual’ (BAU).

• Strong partnerships and relationships built with community and third party providers.

• Feedback forms part of the process and informs ongoing development in an action learning cycle.

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DRAFT 10

Questions