review of queensland community care · pdf filereview assessment processes and tools to ensure...

REVIEW OF QUEENSLAND

COMMUNITY CARE

Summary of consultation

responses November 2016

Not Government policy

Contents Executive summary ......................................................................................................................... 3

1. Purpose of this report ............................................................................................................... 5

2. Context for QCC Review and consultation ................................................................................ 5

Objectives of consultation ............................................................................................................ 6

Process ....................................................................................................................................... 6

Communication ............................................................................................................................ 7

3. Consultation outcomes ............................................................................................................. 8

Phase 1 ....................................................................................................................................... 8

Consumer interviews ................................................................................................................ 8

Online Survey ......................................................................................................................... 10

Service provider discovery workshops .................................................................................... 13

Phase 2 ..................................................................................................................................... 15

Sector consultation workshops ............................................................................................... 15

4. Next steps .............................................................................................................................. 19


Executive summary

This report describes the consultation that has been undertaken in 2016 as part of the review of Queensland Community Care (QCC) and presents a summary of feedback collected.

Context for the QCC review

QCC is funded and administered through the Department of Communities, Child Safety and Disability Services (the department) and provides basic maintenance and support services to approximately 38,000 Queenslanders who need some assistance to continue living independently in the community.

The National Disability Insurance Scheme (NDIS) has now commenced in Queensland. It is estimated that approximately half of QCC service users will be eligible to receive NDIS support and will transition to the new scheme as it rolls out across the state between 1 July 2016 and 30 June 2019.

QCC services for people who are not eligible for the NDIS will continue to be provided by the Queensland Government.

The objective of the QCC review is to ensure that QCC is responsive to these changes by delivering the best outcomes for the ongoing services users, targeting the right people and meeting their needs efficiently and effectively, reflecting good practice, and aligning with the government’s strategic direction and vision for Queensland.

The review is ongoing and due to be completed in mid-2017.

Consultation process to date

Consultation for the review is being completed in phases. Phase one (April - June 2016) comprised interviews with 37 consumers, an online survey completed by 55 respondents, and six provider workshops attended by 107 people across four locations. Phase two (August - September 2016) comprised ten sector workshops across the state and two telelink sessions for rural and remote service providers, engaging a further 175 participants in total.

Consultation feedback collected from both phases has informed the discussions and recommendations of an investment planning group run internally by the department and which included a number of government and non-government stakeholders.

Feedback summary

During each consultation opportunity, stakeholders were asked to identify components of QCC they believed worked well and aspects which would benefit from refinement and improvement. Feedback generally presented a positive picture of the program as one that is valued and effective and achieves strong outcomes for consumers.

Opportunities for improvement identified across all streams of consultation in relation to future program and service development included:

Address barriers to access arising from the low profile of QCC services, inadequate referral

and intake processes and a lack of service availability

Review assessment processes and tools to ensure ongoing relevance, efficiency and

effectiveness

https://www.qld.gov.au/community/getting-support-health-social-issue/community-care-program/


Ensure service interventions contribute to the outcome of ‘increasing independence’

Identify and respond to cohorts requiring support, including carers

Review case management practices, processes and opportunities

Emphasise prevention and early intervention

Explore options that allow greater funding and output flexibility to meet consumer needs

Develop better linkages and improve integration with other agencies in the service system

Consider sector development and strategies for building future workforce capacity and

capability

Next steps

The feedback will also inform phase three of the review, which will include convening a Working Group in early 2017 to consider the design of program and service elements that will enhance client pathways and maximise desired outcomes.


1. Purpose of this report

The purpose of this report is to provide a summary of the process, responses and key themes that emerged from consultation about Queensland Community Care (QCC) that occurred between April and September 2016.

The report does not present individual responses but captures themes identified by the range of respondents, who included consumers, families and carers; funded QCC service providers; providers of other human services; and government stakeholders.

The participation, time and effort of those who contributed their perspectives and shared their experiences is recognised and appreciated.

The responses and key themes expressed in this report do not necessarily reflect the views of Queensland Government. They are opinions expressed by stakeholders during the consultation process.

2. Context for QCC Review and consultation

QCC is funded by the Queensland Government and administered by the Department of Communities, Child Safety and Disability Services (the department). The department allocates QCC funding to organisations across the state to deliver low-intensity support to people aged under 65 years (under 50 for Aboriginal and Torres Strait Islander people) with a disability or condition that impacts their day-to-day living and who need basic support to remain living independently in their home and community.

In 2016, the department commenced a review of QCC. The review has been prompted by the introduction of the National Disability Insurance Scheme (NDIS), which is rolling out across Queensland over the 3 years from 1 July 2016 and 30 June 2019. It is expected that approximately half of current QCC service users may be eligible for the NDIS and will transition to the new scheme.

QCC services will continue to be available for those people who are not eligible for the NDIS.

It is important to ensure that QCC can best meet the needs of service users within the available funding. In order to achieve this goal, the QCC review is considering all aspects of policy and program design, including program objectives, priorities, target groups, service types, funding and service delivery mechanisms. This work is occurring within the context of the commitment to maintain service continuity to existing QCC service users who are not eligible for the NDIS.

The review is being informed by the views of a range of interested stakeholders. Consultation design has been deliberately structured to complement and inform the department’s internal investment planning process, which adopts the Investment Management Standard (IMS) methodology developed by Victorian Department of Treasury and Finance. The IMS process for QCC has involved four structured internal planning workshops with participants selected from key stakeholder groups, including Queensland Health, Brisbane North Primary Health Network, Mental Illness Fellowship Queensland, Department of Aboriginal and Torres Strait Islander Partnerships, Department of Communities, Child Safety and Disability Services, and a non-government organisation representative with extensive knowledge of QCC. The consultation design is shown below:


Objectives of consultation

The consultation objectives included:

Sharing information with stakeholders and communicating the department’s review process

Providing key stakeholders an opportunity to share ideas and provide input on present and

future issues relating to program implementation and outcomes

Identifying considerations that will inform the development of the future QCC program.

Process

The consultation methods were designed to ensure that the views of a range of stakeholders were heard and captured. Mechanisms included:

Phase 1

Consumer focus groups and interviews, facilitated by Council on the Ageing (COTA)

Queensland (37 participants)

An online survey via the Get Involved consultation portal which ran between 13 April and 27

May 2016 (55 respondents)

Invitation to present submissions and comments by email

Six externally facilitated 3-hour ‘discovery workshops’ in May 2016 in Brisbane,

Rockhampton, Toowoomba and Cairns, including two special interest workshops to discuss

issues of relevance to Aboriginal and Torres Strait Islander communities and issues specific

to Culturally and Linguistically Diverse communities (107 participants)


Phase 2

Ten externally facilitated 3-hour sector workshops in August and September 2016 in

Brisbane (two workshops), Townsville, Ipswich, Bundaberg, Mackay, Longreach, Robina,

Maroochydore, and Cairns (162 participants)

Two externally facilitated telelink workshops for rural and remote service providers (13

participants)

Communication

All interested stakeholders including consumers, providers and community members were encouraged to have their say about QCC. Information about the review process and consultation opportunities was communicated via a range of activities including:

QCC e-news updates to all funded providers and subscribers

Emails to all QCC funded organisations

National Disability Services (NDS) member e-news update

QCC review web page with details of consultation opportunities (432 unique visits, April-

October 2016)

a poster made available online for displaying in service outlets to promote the consultation

a factsheet made available online about the review and consultation

stakeholder and sector meetings including QCC Provider Reference Group and Disability

Services Partnership Forum.


3. Consultation outcomes

Phase 1

The main focus of consultation in phase 1 related to the following questions about QCC:

What are the issues (“problems”) that need to be addressed?

What are the desired objectives and outcomes (“benefits”) of future QCC services?

What are the gaps and opportunities for QCC in the future?

Consumer interviews

COTA Queensland conducted a number of focus groups and one-on-one interviews with 37 current service users from various locations in Queensland. The participants varied in age between 23 - 60 years and experienced a range of mental, intellectual and physical health conditions and issues that impacted on their life. The objective was to seek the views of those currently receiving QCC supports and services about what is important to them and how QCC could better meet their needs.

Key themes

Social and community participation

Participants consistently raised social support as a core and essential aspect of QCC. Many said that interactions with support staff, group activities, and the support provided to attend activities in the community helped to avoid loneliness and isolation. For some service users, QCC provided their only opportunity for social engagement. Values attached to social support included improved self-esteem, feelings of acceptance and inclusion, greater confidence and a sense of belonging.

Promoting independence, development and self-esteem

Participants highlighted the importance of services such as domestic support, personal care and shopping but flagged a need to balance “doing for” (supporting service users by completing tasks on their behalf) with “doing with” (promoting and supporting independence by working with the person to build their own competency). Participants wanted to be more independent in order to better self-manage at home.

A lack of time was identified as a probable reason for staff often completing tasks that service users could have done themselves with support.

Service users also wanted access to activities, workshops and group sessions that would improve their life and coping skills and their ability to function independently in aspects such as communication, money handling and budgeting. Participants also expressed a wish for support to access training and employment opportunities so they could gain more independence and participate in the community.


Connected with the theme of self-development and increasing independence was the expressed desire to have a support/case worker to help them to stay motivated, identify goals, set objectives, give encouragement, and check in to review progress.

Consistency of care

Service consistency, particularly in terms of staffing, was important to participants. While overall the participants had strong relationships with staff, they reported instances where continuity of service provision was not maintained. Participants said consistency of staff allowed trust to develop and reduced the need to continually explain their situation. It also reduced the risk of inappropriate or inadequate care due to, for example, not understanding the particular needs of a service user. Inadequate communication between providers and service users was also raised as an issue, with participants citing occasions when they were not informed about changes to the scheduled time of service or the attending worker. This could lead to people missing appointments or not having their regular service and was felt by some service users to be disrespectful.

Difficulty accessing community

Transport to locations outside of the home was mentioned as an issue, as often service users do not have access to private transport, cannot afford it, fear taking public transport alone, or lack access to transport due to location. This leads to difficulty in accessing events, social opportunities and appointments. Some participants said they rely on social support from QCC to get out and feel safe. Some also noted difficulty in accessing funding for mobility items such as wheelchairs, which limited their access to activities.

Summary of comments

Positive impacts of QCC

Social and community connection, conversation and having company to do ‘normal’ things like

chatting over coffee and activities in community

Having someone care about them, listen to them and who they can trust

Practical help with tasks such as shopping, housework and personal care

Connecting with other services and being supported to attend appointments.

Suggestions for improvement

Provide greater autonomy around how services are delivered, with respect for users’ choices

and wishes

Offer more hours of support and more choice of services

‘Work with, not for’ - undertake collaborative goal-setting and assist the service user to achieve

a greater feeling of independence and control over own life

Provide more information about services available

Provide more transport options

Increase focus on reliability and consistency of support, and improve communication about

services being received

Ensure that staff respect the individual and their space

Better train and educate staff, e.g. to improve understanding about mental health issues or

issues of relevance to particular client groups. For example, people identifying as LGBTI,


Aboriginal and Torres Strait Islander or Culturally Linguistically and Diverse stated concern

about their needs being recognised and understood by staff.

Opportunities for better outcomes-focused support

Advocacy to help service users get their needs met

Carer support, training and respite

Improved choice and availability of group, social and sporting activities

A case planner/manager to assist with setting objectives, giving encouragement, checking in,

reviewing progress

Financial and budgeting assistance and education

Support to access education, training courses, vocational opportunities and employment

Self-development workshops, e.g. improving communication skills, managing emotions, coping

with life situations and developing life skills for greater independence.

Online Survey

A total of 55 survey responses were received from funded QCC service providers, other human service providers, government agencies and consumers, families and carers.

Respondents were canvassed on their views about QCC objectives and desired benefits; service system integration; priority groups for services; the range of services delivered; and ideas for future improvements.

There was a diverse range of perspectives and valuable suggestions, but also many common themes. The following section summarises the main priorities under each survey response area.

Objectives and benefits

Most respondents felt that the objectives of the current QCC program are relevant. Further suggestions about desired program benefits were:

Promote social inclusion, community participation and social connectedness

Maintain and improve people’s quality of life

Maintain and improve health, positive lifestyle choices and life skills

Support greater independence (not reliance) by improving individual capacity, ability and

confidence

Support carers and family/carer relationships

Emphasise prevention and early intervention to reduce stress on tertiary system, e.g. health,

justice, child safety.

Service system integration

The question of how well QCC integrates with other services received mixed responses. Some felt that services integrated well, particularly those who were also providers of aged care and/or specialist disability services and who had strong local networks with collaborative approaches.


However, many felt there were gaps in available services, such as for post-acute care, or identified duplication and overlap, with some localities more affected than others. A number of respondents suggested that better education, marketing and community awareness activities for consumers, referrers and service providers could facilitate better integration. Some said that funding agencies need to be more proactive in promoting and increasing the visibility of complementary services.

There was a suggestion that care coordination could be improved through dedicated case managers and use of service level agreements, brokerage agreements and memoranda of understanding between service providers. Enhanced integration was considered particularly important for consumers with mental health issues or those using clinical services. Some respondents identified a need for better alignment with the aged care system (e.g. the ability to accept advance referrals) to avoid gaps in services when transitioning to aged care.

Target groups

Commonly mentioned priority groups for the focus of ongoing services were:

People with low-moderate support needs (episodic, short term or ongoing) who are not NDIS-

eligible

People with mental health issues

People needing short term rehabilitative support

People with long term chronic health conditions

Informal carers who need help

People exiting tertiary services

Disadvantaged and marginalised groups e.g. exiting prison, refugees, homelessness, risk of

losing housing

People who are isolated, at risk of neglect and have no other support

People who would benefit from early intervention to prevent further deterioration/escalation of

issues.

Range of services

Many service providers felt that the current range of services was adequate but that greater service availability and intensity of provision was needed to address unmet needs. Providers believed that contractual inflexibility in terms of outputs and funding limited their ability to provide the best mix of services to a service user.

All services were regarded as important and, understandably, most providers considered the services they provide to be invaluable – they could see how they made a difference to the lives of their service users. Social support and domestic assistance were considered the most valuable services, followed by transport and personal care. Respite and allied health care were promoted as important by those who provide these services. A number of respondents mentioned an increasing requirement for case management. This was partly due to the increasing complexity of client need and also due to the impact of current reforms in the human services system, which are causing confusion about where and how to access supports.

Service providers wanted greater contractual flexibility to better meet service user need rather than having to offer only what is funded in the service agreement. They also wanted regional/local service system planning, with a place-based approach preventing oversupply in some areas and shortage in others, and also supporting cost-reduction strategies such as amalgamation or shared administration processes.


Opportunities for improvement

Many respondents offered feedback on areas they saw as requiring further development to meet desired outcomes, including:

Offer flexible, more personalised responses

Provide an adequate level (hours) of service (especially where travel time is significant)

Reduce wait times, including through sharing information about provider capacity

Streamline access

Better promote QCC and available services

Provide skills development opportunities for service users to increase independence

Offer sufficient respite for carers

Recognise the increased level of complexity for some service users

Have dedicated case workers/case managers

Facilitate workforce stability, capacity and training to deal with specialised groups.


Service provider discovery workshops

Six independently-facilitated three-hour workshops were held in Brisbane (two workshops), Cairns (two workshops), Toowoomba and Rockhampton. One Brisbane workshop had a specific focus on issues relating to culturally and linguistically diverse (CALD) communities, and one Cairns workshop focused on issues relating to Aboriginal and Torres Strait Islander communities.

Workshop participants were invited to identify any issues with QCC that could be addressed as part of the review process, propose opportunities for change and suggest what a future state might look like for QCC. Responses focused on service users, pathways and processes, services, and the broader service system.

At the time of consultation, substantial service system reform is occurring in both the aged and disability sectors. Many providers are impacted by changes and there was significant discussion at the workshops relating to the challenges of operating in an uncertain environment.

The following issues and opportunities recurred across all or most of the six workshops.

Top ten reported issues

1. Access barriers

Access barriers included poor visibility and promotion of entry points, including the centralised Community Care Access Point service. The QCC Service Availability Register was also perceived to have limited effectiveness in matching people to available services, with provider capacity not updated and providers not mandated to participate in the SAR. This potentially results in unnecessary waiting lists.

2. Ineffective referrals through first contacts Providers reported a lack of knowledge of QCC and referral options among potential key referral sources, including GPs, medical services and Centrelink. This could be due to lack of information targeted at GPs and referral sources about services and eligibility, or related to the low profile of QCC in the community.

3. Some cohorts under-represented

Specific cohorts such as rural and remote, Indigenous and CALD were considered to be under-serviced, likely due to system complexity and higher access barriers due to distance, language and cultural differences.

4. Centralised assessments alone are ineffective Most providers supported having multiple entry points, with a centralised access point and local assessments offering important options for service users. Local assessment was considered essential for Aboriginal and Torres Strait Islander consumers, CALD, those with special needs who may prefer face to face communication, and people accessing rural and remote services, where local knowledge of services was considered important.

5. Screening and assessment The current Ongoing Needs Identification (ONI) tool received mixed reviews, with some critical of the length, relevance and effectiveness of the tool. Most supported a review and update of the tool. Some providers advocated that all QCC services should be funded for the Assessment service type.

6. Limited carer support options

Respite and support services for carers were perceived to be difficult to navigate and limited, with no overnight support offered.


7. Limited case management Providers supported a more consistent case management approach to providing services, particularly for those with more complex needs. It was felt that consumer outcomes could be improved with greater investment in case management and case coordination services.

8. Funding

Providers discussed perceived funding inequity and unit price variations. Some providers said funding does not reflect the real costs of service delivery, especially in rural and remote areas and for some service types such as transport. Some also said that funding for particular services was not always aligned with demand.

9. Limited flexibility of funding and services

Providers perceived a mismatch between services available and service user needs due to inflexible and prescriptive contracts. This impacts on the ability to respond appropriately to need, an issue exacerbated in rural and remote areas where there are very few providers.

10. QCC provider forums Participants believed that the cessation of the old Home and Community Care (HACC) forums has led to a breakdown in referrals, reduced local collaboration and less knowledge and information sharing. It was felt that the provider forums provided opportunities for practice improvement and policy development. Some providers reported feeling isolated from information, particularly in rural and remote communities.

Top ten future success factors

1. Establish clear brand and promotion of QCC services

2. Develop a strong focus on prevention and early intervention model of care, but with capacity to respond to emergency situations

3. Optimise referral pathways and access points

4. Ensure that carers are supported and can access respite

5. Consider strategies to link better with other systems, e.g. Primary Health Networks; Centrelink and GPs and for greater collaboration between providers

6. Maintain central and local face-to-face assessment model

7. Review options for greater flexibility of funding and service types

8. Enable client-centred and client driven service responses

9. Promote a case management model to improve client outcomes

10. Provide support for a trained and capable workforce, which is responsive to both the support needs and cultural needs of future clients


Phase 2

Phase 2 consultation occurred during August – September 2016. The objective was to update service providers on the review process, to seek input on the desired benefits of QCC and to identify further areas for service, program and system development.

Sector consultation workshops

Ten independently-facilitated workshops were held with QCC funded providers during August and September 2016 in a mix of urban, regional and rural locations. Two telelinks were also held for rural and remote service providers. Approximately 175 people contributed to the consultation workshops, representing almost 100 organisations.

Consultations were structured around three topics: the benefits of QCC; using consumer stories to tell the QCC story; and program design.

Using consumer stories to express the value of QCC

Consumer case studies discussed during consultation reflect that QCC provides a low cost option that supports consumers to stay out of higher cost services. Providers indicated clearly the potential for adverse consequences if QCC services are not available, such as reduced quality of life and wellbeing; poorer health and social outcomes including homelessness, incarceration and early mortality; and stress and ill-health for families and carers.

Consultation indicated that community-based providers add value by providing a wraparound service for the consumer; utilising community knowledge and networks; delivering services through partnerships and collaborative arrangements; employing local volunteers; and contributing back to the community through employing and purchasing locally. A further added value by Aboriginal and Torres Strait Islander organisations supporting clients in their communities is the unique cultural knowledge and practice they bring to service delivery. Delivering on program benefits

The desired benefits of QCC were identified during phase one of the review process. Identifying benefits was a key part of the QCC review process for designing a future program that delivers the best outcomes, or benefits, for those who need support from QCC. The four benefits are:

1. Increased client access to timely and appropriate support

2. Improved quality of life and wellbeing

3. Effective and sustainable investment

4. Client needs are understood

Consultation about future program design elicited largely positive feedback about the current QCC program with many unsupportive of major changes, noting that the existing program works effectively and delivers valuable outcomes for clients. There was, however, a belief that QCC should complement the NDIS and aged care.

Although QCC was positively regarded, there were many suggestions on how it could be improved for the future. Suggestions primarily covered the following themes:


1. Services adopt a consumer centred approach that meets an individual’s needs in a holistic and flexible way

2. Greater operational flexibility between service types provided

3. Access points and assessment processes are enhanced and streamlined

4. Emphasise prevention and early intervention outcomes, reflecting the low intensity focus of QCC

The four stated benefits for QCC were accepted by providers as reflecting the desired outcomes. The benefit ‘improved quality of life and wellbeing’ was considered an overarching outcome. The table below reflects consultation feedback about how QCC could look in the future and proposed improvements to help to deliver the stated benefits.

Key themes and enablers of the program benefits Benefit 1: Increased client access to timely and appropriate support

Improve access, intake, assessment, and referral processes

A better experience for service users with seamless flow and easy access, creating a pathway

where people need only tell their story once

Multiple access/entry points with no wrong door; responsive to individuals’ needs and appropriate

for urban, rural and remote communities

Wider promotion and availability of program/service information and visible access points,

including materials for Indigenous populations and those from culturally and linguistically diverse

(CALD) backgrounds

A consistent approach to intake and assessment that adapts to suit assessment for all types of

services available through QCC

Review of current Ongoing Needs Identification (ONI) tool

Consideration of use of Information Technology (IT) systems to support centralised collection

and management of consumer information

Fair and equitable access

Information in the right places to enhance access from those who are most marginalised

Access to interpreters and specialist service provision for consumers from CALD background

Adequate rural and remote service coverage, networks and transport

Timing of access to ensure ‘early intervention’ before crisis escalation

Transport as an ‘enabler’ to accessing support

Flexibility

Review service range and contracting arrangements to enhance client choice, enable flexible,

responsive and innovative services, and better match capacity and demand

Reduce the number of service types and focus on outcomes. This allows for greater flexibility to

provide support as needed by the service user. Do not prescribe support through rigid service

types.

Meet consumer needs flexibly through step up/step down responses


Ability to deliver more flexible and innovative support options using technology and best practice

Manage client expectations and the concept of consumer choice in a context of reduced funding.

Benefit 2: Improved quality of life and wellbeing

Services adopt a consumer centred approach that meets an individual’s needs

Consumer choice and involvement in planning their own supports is empowering and contributes

to their quality of life

Need an approach that effectively meets individual needs in a holistic way, including social,

emotional and physical needs

A shift to a model of "doing with" rather than "doing for”

Providers are able to respond flexibly with a package of support rather than having to offer

defined service types

Better integration with services that promote quality of life and wellbeing, such as health

promotion, prevention and rehabilitation services

Individual and social outcomes

QCC is effective for sustaining mental health and reducing social isolation. Achieving service

user outcomes and improving their capacity to be independent can prevent a life-long cycle of

disadvantage

Supporting individuals in their homes and communities reduces impact on higher cost supports

and services, particularly hospital and mental health services, and also delivers benefits to the

community as a whole, through indirectly reducing social problems (homelessness, substance

use, domestic violence, unemployment, family breakdown).

Benefit 3: Effective and sustainable investments

Funding to respond to need

Adequate investment levels, targeted to need

Retention of funding allocation for some types of specialist service provision (e.g. centre based

respite care)

Future funding contracts that allow providers to allocate funding more flexibly as needed to

respond to emerging client needs

Early Intervention Focus

Promotion of QCC as an early intervention and prevention response focussing on delivery of low

intensity services to avoid deterioration in service users’’ health and social outcomes

Program design and infrastructure should reflect QCC’s focus on low intensity, early intervention

services

Retention of block funding – an individualised planning process and funding is not proposed as

appropriate for delivery of low intensity services


Capitalise on the efficiencies of delivering services to groups of consumers rather than highly

individualised services - these efficiencies need to be realised in a low intensity program

Acknowledgment that many people with medium-high intensity needs are ineligible for other

supports. Such service users require case management and more involved intensive support

above the typical average hours

Service user contributions

Introduction of a consistent user pays fee structure to maximise availability of low-intensity

services within available funding

Introduction of guidelines for means-tested contributions ‘to ensure those who can pay, do pay’

Some service users are unable to pay for services, which providers still deliver in line with the

QCC fees policy - particularly an issue in smaller communities

Administrative changes

Improve access to departmental staff/contract managers; have more regular contact, including

service visits and regular information sessions

Review variations in the unit costs between providers and consider additional costs associated

with service delivery in rural and remote areas

Streamline reporting and acquittal administration arrangements via use of IT systems - facilitate

online reporting and financial acquittals.

Benefit 4: Client needs are understood

Importance of getting assessment right

An appropriate assessment is critical to delivering appropriate support

Staff skills development and training is essential to conduct an accurate needs assessment and

to know how to ask the right questions

IT solutions could improve intake, assessment and client management, and assist with reporting

Consumers often cannot express their own needs and under-report their difficulties. These

people can be disadvantaged when advocating for necessary services during planning

Reporting on need

Government understanding of need is heavily dependent on service providers who are in a

unique position through working directly with service users

Providers can educate, inform and advocate for ‘appropriate’ services. Collecting data and

reporting on service delivery ensures that the department has reliable information about demand,

quantum of service types utilised and client needs.


4. Next steps

Consultation feedback has informed high-level recommendations about QCC that are currently under consideration by departmental executives. The feedback will continue to inform the next phase of activity.

Phase 3 will run from February 2017 to mid-2017 (dates are indicative) and focus on developing the more detailed program and service design elements.

A Working Group comprising departmental and sector representatives (selected via an Expression of Interest process) will play a key role in making recommendations to the department on these elements.

The Working Group’s recommendations will be informed by, and tested on, consumer/carer focus groups.

By mid-2017, the future direction and program specifics should be determined. Actions and timeframes from July 2017 – June 2019 will depend on the review outcomes but it is anticipated that the renewed QCC will commence full implementation from 1 July 2019.

Keep up to date on the QCC review:

Subscribe to the QCC Update:

https://www.vision6.com.au/forms/s/b8c67bd/58686/361827/95749.html

Check the QCC review webpage: https://www.qld.gov.au/community/community-

organisations-volunteering/review-queensland-community-care-services/index.html

Contact us:

Community Care Service Transition team Department of Communities, Child Safety and Disability Services GPO Box 806 Brisbane QLD 4001 Email: [email protected]

https://www.vision6.com.au/forms/s/b8c67bd/58686/361827/95749.html

https://www.qld.gov.au/community/community-organisations-volunteering/review-queensland-community-care-services/index.html

https://www.qld.gov.au/community/community-organisations-volunteering/review-queensland-community-care-services/index.html

mailto:[email protected]

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