Introduction to the Carer Gateway regional delivery partners · be accessed via phone, online and in-person with a Carer Gateway regional delivery partner (RDP). Online services (accessed

Introduction to the Carer Gateway regional delivery partners 28 September 2018

Faciliator:

• Lizzie Papadakis, ICSS Transition Project Manager

Panel Members:

Stephen Moger, Branch Manager, Disability & Carer Policy

Virginia Wilson, ICSS Program Management

Anthony Honeyman, ICSS Program Management

DSS acknowledges the traditional owners of

country throughout Australia, and their

continuing connection to land, sea and

community.

We pay our respects to them and their cultures,

and to elders both past and present.

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Pre-grant Webinars

Designed to assist the sector in:

• understanding the new Integrated Carer Support Service (ICSS)

delivery model

• preparing for the upcoming Carer Gateway regional delivery partner

(RDP) grant opportunity

SeptemberIntroduction to Carer Gateway

regional delivery partners

OctoberRoles and Responsibilities of Carer Gateway

Regional delivery partners

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Webinar Agenda

Agenda Item Timing

ICSS model background and service overview 25 minutes

Overview of the implementation program for the ICSS model 20 minutes

Overview of the Carer Gateway regional delivery partners 25 minutes

Questions 40 minutes

Where to access further information/conclusion 5 minutes

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Questions?• Participants can post questions to our moderators throughout the webinar.

• There will time at the end of the session for the panel members to answer

some questions.

• Any outstanding questions will be responded to and available for

participants after the webinar.

Context

ICSS Background

In recognition of the need to support and sustain the vital work of

unpaid carers, the Australian Government in the 2015/16 Budget,

committed to design an Integrated Plan for Carer Support Services.

The Plan has been developed in three stages:

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Stage 1

2015

Development and launch of the CarerGateway Website

Stage 2

2015/16

Design and development of the

ICSS through consultation

Stage 3

2018/19

Implementation of the ICSS

ICSS Background

• The current service system is heavily weighted towards reliance on

costly reactive supports at the time of crisis (such as emergency

respite). The current model does not adequately address the

primary drivers for carer stress.

• The new ICSS model has been designed based on evidence that

shows the best way to support carers is to help them early in their

caring role, increasing their skills and reducing the strain of caring.

• There is a growing body of evidence which shows that a carer’s

long-term outcomes improve when they are able to access early

intervention type services (such as coaching, counselling and peer

support).

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ICSS Service Delivery Framework

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Current entry points for accessing government

funded carer programs and services

Future entry points for accessing government

funded carer programs and services

Carer Gateway

1800 422 737

carergateway.gov.au

Emergency Respite Support

(after hours service)

1800 059 059

1800 052 222

Current programs

and services will

transition to Carer

Gateway in

September 2019

Carer Gateway

1800 422 737carergateway.gov.au

Carer Gateway will be the primary entry point for carers wanting to access a range of services designed to support carers...

Commonwealth Respite & Carelink

Centres (CRCCs)

In-Person Services

delivered by Carer

Gateway regional

delivery partners

National Online

Services

Current entry points will still be available to carers for an extended period of time after September 2019.

Callers using these numbers will be automatically routed to Carer Gateway.


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Funding

Consumer Directed Respite Care

Commonwealth Respite & Carelink Centres

National Carer Counselling Program

Carer Information & Support Services

Dementia Education & Training for Carers

Counselling Support, Information &

Advocacy: Carer Support

Young Carers – Education Support &

Information, Advice and Referral

Young Carer Bursary*

Young Carers: Direct Respite

Respite Support for Carers of Young People

with a Severe or Profound Disability

Mental Health Respite: Carer Support

Government funded carer programs currently

administered by the Department of Social Services

Current program funding will

transition to Carer Gateway in

September 2019.

Online Peer Support

In-Person Peer Support

Carer Directed Support

Emergency Respite

Digital Counselling

In-Person Counselling

Carer Online Resources

Online Carer Coaching

In-Person Carer Coaching

Current State Future State

*Young Carer Bursary program will continue to be administered separately.

Carer Gateway services include:

Fun

din

g

Current program funding will

transition to the NDIS by 30 June

2019.

Fun

din

g


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The ICSS Blueprint (available on

www.dss.gov.au/icss) describes the different

service components.

Carer Gateway consists of

services for carers which can

be accessed via phone, online

and in-person with a Carer

Gateway regional delivery

partner (RDP).

Online services (accessed via

the Carer Gateway website)

include:

• Online Peer Support

• Digital Counselling

• Self-Guided Coaching

• Education materials

In-person services (delivered by an RDP) include:

• Intake and needs assessment

• Coordination of services

• Facilitated Coaching

• In-Person Peer Support

• In-Person Counselling

• Carer Directed Support

• Emergency Respite Care

http://www.dss.gov.au/icss

Carer Gateway service areas

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► Services fragmented across

numerous providers

► Areas aligned to Home & Community

Care (HACC) Planning Regions –

HACC program has ceased and is no

longer recognised or maintained by

Government

► Service gaps in regional and rural

areas

► No single point for accessing the

support and assistance required

► Inconsistent approach to allocation of

services

► Clearly defined service areas that

align to existing Australian

Government Service boundaries –

Primary Health Networks

► Small number of service areas (16),

providing ‘economies of scale’ in the

administration of services, maximising

amount of program funds directed to

support carers.

► Areas are within state and territory

borders, removing added complexity

that occurs with cross-jurisdictional

service delivery.

► Recognition of rural and remote

regions as distinct areas for service

delivery.

Current State Future State


In designing the future state service area model for the RDPs, the

Department has undertaken extensive analysis and

consultation…

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Service analysis

and mappingPublic

ConsultationAnalyse public

submissions

Consultation with States &

Territories

Consolidate feedback & refine model

Final Service Area Model

Service analysis

& mapping

Public

consultation

Analysis of public

submissions

Consultation with

state & territory

Government

Consolidated

feedback &

refined model

Final Service

Area Model


Key feedback from stakeholders…

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• Align to existing Government

service delivery boundary lines

– strong preference for Primary

Health Network (PHN regions).

• Contain service areas within

state and territory jurisdictions.

• Avoid splitting major

metropolitan areas for service

delivery.Map of the 31

Primary Health Network

Boundaries


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There are 16 Carer Gateway service areas. The model provides clearly defined

service areas that align to existing Australian Government service boundaries – PHN

regions.

Grouping of PHN regions is based on:

• Matching like-for-like areas (e.g.

metropolitan with metropolitan and

rural with rural).

• Containment within state and

territory jurisdictions.

• Viable numbers of carers existing

within each service area.

• Ensuring program funds are

maximised for use on direct service

delivery as opposed to

administrative overheads

associated with a larger number of

service areas.


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• The establishment of a smaller number of service areas

forms a key change in the new model.

• Given the geographic size of each service area, RDPs may

wish to enter into consortium arrangements with a variety of

providers.

• Service outlets in each service area will be connected by

centralised business operations and ICT systems

established by the RDP.

Implementation of the ICSS

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Implementation Approach

The Department’s approach to implementation encompasses the

following principles:

• Ensuring continuity of services for existing clients and minimising

the impact of business as usual activities during transition.

• Engaging with stakeholders, ensuring service providers and

carers understand the changes and engage with the new services.

• Supporting carer providers to transition to the new arrangements.

• Continuously monitor the transition process and refine transition

activities where required.

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Implementation

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What has been achieved to date

• Engagement of providers and commenced design for the new

online services

• Online public consultation seeking feedback on proposed options

for the Carer Gateway service areas

• Establishment of a Sector Working Group

• User research and design for the new carer intake and needs

assessment process

Implementation

• Request for Tender for online services – process finalised with the

engagement of the following:

o Carer Coaching and In-Person Peer Support – Wellways

o Carer Counselling and Online Peer Support – CatholicCare

• The services will commence roll-out in October 2018 with an Alpha

release.

• The Alpha release will involve designing and testing a prototype

service with a select group of carers.

• The providers will also be developing guidelines for the in-person

peer support, coaching and counselling services which will be

delivered by the Carer Gateway regional delivery partners.

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New Online Services

Implementation

• Building on their extensive experience in delivering educational

services to Carers, representative body Carers Australia has been

funded to develop a suite of practical carer specific educational

resources.

• The resources aim to improve carer well-being and reduce the risk

of the carer role ending by:

o increasing carer participation in education

o helping manage carer strain

• The Online Education Resource will be available through the Carer

Gateway website.

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New Online Services

Implementation Update

• Online public consultation seeking feedback on proposed options for

the regional delivery model.

• Working group made up of sector subject matter experts to provide

advice to the Department relating to operational aspects of the ICSS

model implementation.

• Continued engagement with the National Disability and Carers

Advisory Council and their Carer Reform Working Group.

• User research undertaken with carers and carer service providers as

part of the design of the new carer intake and needs assessment

process. Including a pilot of the new process with two current carer

service providers.

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Consultation activities

Implementation

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High-Level Implementation Timeline

Implementation

23


Implementation

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Implementation

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Carer Gateway regional delivery partner

grant application period

• Grant opportunity opens mid November 2018

• Industry briefing webinar: 29 November

• Grant opportunity closes end January 2019

Grant funding agreements will be for a period of five years from 1 July 2019 to

30 June 2024.

The Grant Opportunity Guidelines, Carer Gateway regional delivery partner

operating model and application form will be available via the Community

Grants Hub: https://www.communitygrants.gov.au/

https://www.communitygrants.gov.au/

Implementation

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Implementation

27


Carer Gateway regional delivery partners

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Carer Gateway RDP Operating Model

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Carer Gateway RDP Delivery Framework

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Service Layers:

DELIVERYPLANNINGENTRY

Carer Gateway Website

Carer Gateway 1800 number

Carer Gateway Regional Delivery Partner Services

Carer Gateway RDP

Carer Gateway Regional Delivery

Partners (RDPs) establish

regional hubs with a telephony

system to manage 1800 enquiries

and a triage process. The national

line will automatically route carers

to their local RDP. Carers can

also request a call back via the

Carer Gateway website.

Carers are taken through an

intake and needs assessment

process to outline services which

would benefit them and to identify

practical next steps they may

take.

Carers can access a range of in-

person services provided by their

local Carer Gateway Regional

Delivery Partner:

Facilitated Coaching

In-Person Peer Support

In-Person Counselling

Carer Directed Support

Emergency Respite Care

Carer Gateway regional delivery

partners (RDPs) establish

regional hubs with a telephony

system to manage 1800 enquiries

and a triage process. Carers can

also request a call back via the

Carer Gateway website.

Carers are taken through an

intake and needs assessment

process to outline services which

would benefit them and to identify

practical next steps they may

take.

Carers can access a range of

services provided by their RDP:

• Facilitated Coaching

• In-Person Peer Support

• In-Person Counselling

• Carer Directed Support


RDPs will also coordinate specific

services relevant to the Carers

needs.

Carer Gateway website

Carer Gateway 1800 number Carer Gateway regional delivery

partner services

Carer Gateway regional delivery partner


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• Carers can contact the RDPs by

completing an online form and

requesting a call-back

• Carers can contact the RDPs by calling

the Carer Gateway 1800 number which

will automatically route the caller to their

local RDP.

• Carers will also be able to visit an RDP

through their regional hubs or service

outlet presence.

On first contact, RDPs will determine if the

carer requires:


• Basic information (e.g. what services,

including payments, exist for carers)

• A Carer Support Plan

ENTRY

Carer Gateway website

Carer Gateway 1800 number

PLANNING

Carer Gateway regional

delivery partner

Carer Support Plan


• For carers consenting to a Carer Support

Plan, the RDP will use the nationally

consistent needs assessment and intake

process to determine what supports are

required.

• On completion of the needs assessment,

the RDP will provide the carer with a Carer

Support Plan.

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Once the Carer Support Plan is provided, the

RDP is likely to perform the following:

• Schedule the delivery of client services

(including with external providers)

• Refer the client to one or more of the

National online services

or

• Refer the carer to external services (e.g.

NDIS or My Aged Care).

PLANNING

Carer Gateway regional

delivery partner

Carer Support Plan

DELIVERY

Carer Gateway regional delivery partner services

Carer Gateway RDP Services

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Carer Gateway RDP Ancillary Activities

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Service Area Mapping & Outreach

• Annual service area mapping to

identify organisations delivering

services which may be of benefit

to carers.

• Promotional and profile raising

activities which aim to reduce the

barriers which prevent

disconnected or hidden carers

accessing services.

• Outreach through engagement

with local communities.

Establishment

A one-off activity to ensure

operational readiness prior to go-live

• Recruiting and training staff.

• Establishing the IT infrastructure

required to support the delivery of

activities.

• Developing policies to support

RDP operations.

Consortia formation

• An RDP will be required to support the entire service area it has

been allocated and will need to establish a regional presence

throughout their respective service areas.

• Consortia may be formed for the purpose of submitting an

application and also in delivering RDP services.

• The Department is open to the formation of consortia.

• It is expected that many existing service providers will be well

placed to either lead or participate in a consortium.

• Formation of consortia is optional.

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Consortia formation

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A consortium is defined as

two or more organisations

who work together formally to

combine their capabilities to

perform the role of the RDP.

Only the lead organisation

will enter into a Grant

Agreement with the

Commonwealth and will be

responsible for the Grant.

Lead

Organisation

Memorandum of Understanding

Org

A

Org

B

Org

C

Org

D

Service Delivery

Sub

contract

Sub

contract

Consortia

Sub

contract

Consortia formation

37

Consortia must be supported by a Memorandum of

Understanding which will include:

• An outline of the relevant experience and/or expertise of the

consortium members

• The roles/responsibilities of consortium members and the

resources they will contribute (if any)

• Confirmation that subcontract arrangements are in place between

the lead organisation and the other consortia partners

• Dispute resolution mechanisms, reporting and other governance controls

• Details of a nominated management level contact officer (for each

party)

Consortia formation

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Sub contracting arrangements of the

consortia are also required

• In addition to the MOU, the lead organisation will

need to enter sub-contracting arrangements with

their consortium partner(s). This agreement

outlines the key terms and conditions relating to

the provision of services, the relevant payment

arrangements, insurance requirements and other

key matters.

• If the consortia as a whole does not cover all

services required for delivery, than the lead

organisation can enter into sub contract

arrangements in their own right.

Consortia Register of Interest Platform

The Department will be providing a platform which allows providers to share

their contact details and register their interest in consortia participation.

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In Scope Out of Scope

Restricted access portal where

interested parties will provide their

details to the Department.

The Department will distribute a

regular report with the details

provided by the registered parties.

This report will only be distributed to

registered parties.

Facilitation of consortia.

Advice on how to form a consortia.

Usage of information for

assessment of RDP Grant

Submissions.

Provision of legal advice on

consortia formation.

The platform will be available next week on:

www.dss.gov.au/icss


Consortia Register of Interest Platform

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Providers registering on the platform will be required to provide

the following details

• Organisation name and contact details

• Whether the organisation is interested in leading and/or

participating (as a subcontractor) in a consortium arrangement

• The Carer Gateway service areas and specific locations the

company can deliver services in

• What services the company can deliver

Questions

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Additional resources and support

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ICSS readiness survey

• Designed to assist service providers to undertake a self-readiness

assessment to measure their understanding and level of preparedness

for participation in the RDP Grant Opportunity process.

• The Department will also use the results to inform ongoing

engagement activities, information, and resources.

• The survey is anonymous and it will take less than 5 minutes to

complete.

Registered webinar participants will receive a link to the survey

shortly after this session. The Survey will also be available on:

www.dss.gov.au/icss43


Further information

Upcoming Webinars

• Webinar #2: Roles & Responsibilities of RDPs

29 October

• RDP Grant Industry Briefing

29 November

Online

Visit www.dss.gov.au/icss for:

• Webinar recording and registration for the next webinar

• Implementation information and updates

• Readiness survey

• Consortia register of interest platform.

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Website

subscription serviceSo you don’t miss out on

the release of new

information, you can also

subscribe to updates on

our webpage


Thank you

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Introduction to the Carer Gateway regional delivery partners · be accessed via phone, online and in-person with a Carer Gateway regional delivery partner (RDP). Online services (accessed

Documents