FaCS reports in this appendix its performance against the policy, purchaser and employer roles set out in the Commonwealth Disability Strategy. The Social Security Appeals Tribunal reports in its own annual report.
Most branches in FaCS collected data for this report over a sample period from April to June 2004. Three branches achieved better practice through collecting the data as part of their regular ongoing management information gathering.
FaCS' core business of policy advising and program management includes improving outcomes for people with disabilities. FaCS has continued to work to improve access to its policies, programs and facilities for people with disabilities. The FaCS Disability Action Plan 2001–04 sets out the actions and responsibilities agreed by the department to make accessibility part of normal business processes. The Plan is consistent with the Commonwealth Disability Strategy.
FaCS is evaluating the effectiveness and ongoing role of its Disability Action Plan in integrating disability access and opportunities into all areas of FaCS business. The review is being undertaken in consultation with the disability sector and is expected to be completed by the end of 2004.
FaCS staff generally have a high level of awareness of disability issues. The rigour of data collection against the Commonwealth Disability Strategy (CDS) performance indicators, however, continues to be problematic despite FaCS' efforts to improve the consistency of reporting. The underlying cause appears to be the disconnect between CDS performance monitoring and FaCS' core business work flow management and information. This issue is within the scope of the current review of FaCS' action plan.
Table 81 FaCS—performance report against the Commonwealth Disability Strategy reporting framework for the sample period April to June 2004
| POLICY ADVISER ROLE |
| Performance indicator |
Performance measure |
Current level of performance |
| New or revised program/policies assess impact on the lives of people with disabilities prior to decision |
Percentage of new or revised policy/program proposals that document that the impact of the proposal was considered prior to the decision-making stage |
90 per cent (up from 85 per cent) |
| People with disabilities are included in consultations about new or revised policy/ program proposals |
Percentage of consultations about new or revised policy/program proposals that are developed in consultation with people with disabilities |
92 per cent (up from 85 per cent) |
| Public announcements of new, revised or proposed policy/program initiatives are available in accessible formats for people with disabilities in a timely manner |
Percentage of new, revised or proposed policy/program announcements available in a range of accessible formats Time taken in providing announcements in accessible formats |
94 per cent (up from 90 per cent) FaCS has a service standard for provision of these documents |
Table 81 FaCS—performance report against the Commonwealth Disability Strategy reporting framework for the sample period April to June 2004
| PURCHASER ROLE |
| Performance indicator |
Performance measure |
Current level of performance |
| Publicly available information on agreed purchasing specifications is available in accessible formats for people with disabilities |
Percentage of publicly available purchasing specifications requested and provided in:
- accessible electronic formats
- accessible formats other than electronic
Average time taken to provide accessible material in:
- electronic formats
- formats other than electronic
|
100 per cent (no change) Branches reported that they met FaCS' accessible information standard |
| Processes for purchasing goods or services with a direct impact on the lives of people with disabilities are developed in consultation with people with disabilities |
Percentage of processes for purchasing goods or services that directly impact on the lives of people with disabilities that are developed in consultation with people with disabilities |
98 per cent (up from 85 per cent) |
| Purchasing specifications and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992 |
Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the Disability Discrimination Act 1992 Percentage of contracts for the purchase of goods and services that require the contractor to comply with the Disability Discrimination Act 1992 |
99 per cent (up from 98 per cent, reflecting a gradual decrease in the number of older non-standard contracts still active) FaCS standard contracts include a specific reference to Disability Discrimination Act 1992 from July 2002 |
| Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is provided |
Percentage of publicly available purchasing specifications requested and provided in:
- accessible electronic formats
- accessible formats other than electronic
Average time taken to provide accessible material in:
- electronic formats
- formats other than electronic
|
100 per cent of performance reports released are publicly available in accessible electronic formats, html or text files (up from 95 per cent) The time taken to provide these documents was not routinely recorded |
| Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about provider's performance |
Established complaints/grievance mechanisms, including access to external mechanisms, in operation |
Complaints are handled under the FaCS service charter. This includes access to external complaints mechanisms. Under funded service agreements, providers are required to have a grievance mechanism in place and access to another level of resolution if this fails. |
Table 81 FaCS—performance report against the Commonwealth Disability Strategy reporting framework for the sample period April to June 2004
| EMPLOYER ROLE |
| Performance indicator |
Performance measure |
Current level of performance |
| Employment policies, procedures and practices comply with the requirements of the Disability Discrimination Act 1992 |
Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act 1992 |
100 per cent |
| Recruitment information for potential job applicants is available in accessible formats on request |
Percentage of recruitment information requested and provided in:
- accessible electronic formats (html or text files)
- accessible formats other than electronic
Average time taken to provide accessible information in:
- electronic formats
- formats other than electronic
|
100 per cent of all standard recruitment materials are in accessible formats. Advice and support is provided to all recruitment panels and agencies on handling requests for accessible information. A log of all requests for accessible information is maintained. There were no requests for recruitment information in other formats |
| Agency recruiters and managers apply the principle of reasonable adjustment |
Percentage of recruiters and managers provided with information on reasonable adjustment |
100 per cent |
| Training and development programs consider the needs of staff with disabilities |
Percentage of training and development programs that consider the needs of staff with disabilities |
100 per cent All FaCS core skills learning and development programs include information to enable staff to cater for the needs of people with disabilities |
| Training and development programs include information on disability issues as they relate to the content of the program |
Percentage of training and development programs that include information on disability issues as they relate to the program |
100 per cent FaCS' priority skills learning and development programs include information on disability issues relating to the program One office reported that 60 staff received extensive training on disability issues |
| Complaint/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised by staff |
Established complaints/grievance mechanisms, including access to external mechanisms in operation |
The FaCS certified agreement has an established process for handling complaints and resolving disputes that includes access to external mechanisms All staff are provided with information on the complaints and grievance mechanisms |
Table 82 Child Support Agency—performance report against the Commonwealth Disability Strategy reporting framework for the period 2003–04
| PURCHASER ROLE |
| Performance indicator |
Performance measure |
Current level of performance |
| Publicly available information on agreed purchasing specifications is available in accessible formats for people with disabilities |
Percentage of publicly available purchasing specifications requested and provided in:
- accessible electronic formats
- accessible formats other than electronic
Average time taken to provide accessible material in:
- electronic formats
- formats other than electronic
|
100 per cent for electronic formats 100 per cent for formats other than electronic The time taken to provide these documents has not been routinely recorded. There were no requests for documentation in other formats. |
| Processes for purchasing goods or services with a direct impact on the lives of people with disabilities are developed in consultation with people with disabilities |
Percentage of processes for purchasing goods or services that directly impact on the lives of people with disabilities that are developed in consultation with people with disabilities |
No tenders placed had a direct impact on people with disabilities |
| Purchasing specifications and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992 |
Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the Disability Discrimination Act 1992 Percentage of contracts for the purchase of goods and services that require the contractor to comply with the Disability Discrimination Act 1992 |
All tender documents made reference to compliance with relevant Commonwealth legislation, including the Disability Discrimination Act 1992 All contracts offered required the contractor to comply with all relevant Commonwealth legislation |
| Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is available |
Percentage of publicly available purchasing specifications requested and provided in:
- accessible electronic formats
- accessible formats other than electronic
Average time taken to provide accessible material in:
- accessible electronic formats
- accessible formats other than electronic
|
CSA did not release any performance measurements or reports against contract purchasing specifications The time taken to provide these documents has not been routinely recorded |
| Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about the provider's performance |
Established complaints/grievance mechanisms, including access to external mechanisms, in operation |
100 per cent All tender documents contain specific clauses on complaint-handling procedures |
Table 82 Child Support Agency—performance report against the Commonwealth Disability Strategy reporting framework for the period 2003–04
| PROVIDER ROLE |
| Performance indicator |
Performance measure |
Current level of performance |
| Providers have established mechanisms for quality improvement and assurance |
Evidence of quality improvement and assurance systems in operation |
CSA has developed and implemented a comprehensive integrated business management system that includes frameworks for managing quality improvement and assurance |
| Providers have an established service charter that specifies the roles of the provider and consumer and service standards which address accessibility for people with disabilities |
Established service charter that adequately reflects the needs of people with disabilities in operation |
CSA has a client service charter that specifies the roles of the provider and the consumer. This document is available on the CSA web site. |
| Complaints/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised about performance |
Established complaints/grievance mechanism, including access to external mechanisms in operation |
100 per cent CSA has a well-established complaints service that includes access to external mechanisms such as the Commonwealth Ombudsman and the Federal Privacy Commissioner |
Table 82 Child Support Agency—performance report against the Commonwealth Disability Strategy reporting framework for the period 2003–04
| EMPLOYER ROLE |
| Performance indicator |
Performance measure |
Current level of performance |
| Employment policies, procedures and practices comply with the requirements of the Disability Discrimination Act 1992 |
Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act 1992 |
CSA (General Employees) Agreement 2002 adheres to relevant Commonwealth legislation, including the Disability Discrimination Act 1992 CSA Deaf Network continued to be supported during 2003–04 CSA continues to review the following policies or programs in keeping with the Disability Discrimination Act 1992
- w orientation program
- entry-level training program
- graduate program
- team leader development program
- human resources management procedures and corporate guidelines
- recruitment management procedures
|
| Recruitment information for potential job applicants is available in accessible formats on request |
Percentage of recruitment information requested and provided in:
- accessible electronic formats
- accessible formats other than electronic
Average time taken to provide accessible information in:
- electronic formats
- formats other than electronic
|
100 per cent for electronic formats Average time for electronic formats: 24 hours All recruitment information is available in accessible formats on CSA's web site and the recruitment contractor's web site. The recruitment team did not receive any requests for information in non-electronic accessible formats. |
| Agency recruiters and managers apply the principle of reasonable adjustment |
Percentage of recruiters and managers provided with information on reasonable adjustment |
100 per cent for recruiters 100 per cent for managers All recruitment contracts specify that reasonable adjustments are to be made during the recruitment and selection process. All internal recruiters and managers are provided with information and advice on reasonable adjustment. |
| Training and development programs consider the needs of staff with disabilities |
Percentage of training and development programs that consider the needs of staff with disabilities |
100 per cent CSA training database enables employees to identify specific needs at the time of nomination. Training programs are developed taking into account individual learning styles and preferences for accessing information. All training evaluations seek to identify needs not met during the training. |
| Training and development programs include information on disability issues as they relate to the content of the program |
Percentage of training and development programs that include information on disability issues as they relate to the program |
100 per cent |
| Complaint/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised by staff |
Established complaints/grievance mechanisms, including access to external mechanisms in operation |
100 per cent CSA (General Employee) Agreement 2002 has an established process for handling complaints that includes access to external mechanisms. All staff are provided with advice on the complaints/grievance process during orientation. |
