Q.1 Who will be provided with the List of Items, Schedule of Requirements, Scope of Work, Terms of Reference, Bill of Materials required?
A.1 This information will be provided to service providers that are identified as suitable to progress to stage 2 and who are invited to apply for funding to provide the Service.
Q.2 Where can I get an electronic (soft) copy of the tender docs?
A.2 EOI documentation is available for download from www.fahcsia.gov.au
Q.3 What information is available on overseas countries eligible to participate?
A.3 EOIs from overseas entities are not eligible.
Q.4 Where can I get more information about the tendering procedure and guidelines?
A.4 The EOI documentation outlines the process. Further information will be provided to service providers that are identified as suitable to progress to stage 2 and who are invited to apply for funding to provide the service.
Q.5 What is the estimated budget?
A.5 The Commonwealth Government has invested $12.5 million over four years, commencing in 2009-10.
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Q.6 Is there any possibility of an extension to the bidding deadline?
A.6 No.
Q.7 Is there any addendum or pre bid meeting minutes available?
A.7 No.
Q.8 Is there already a current infrastructure for the successful organisation to use, or do they have to start from scratch?
A.8 No. The new service provider will be required to provide the infrastructure required to deliver the service.
Q.9 What are the necessary qualifications of the telephone cousellors/psychologists?
A.9 It is anticipated that counsellors and supervisors for the Service will have relevant experience and qualifications in social work, psychology or a related field.
Q.10 Does the applying organisation already have to be Australia-wide to be able to provide this Australia-wide service?
A.10 The organisation does not need to be a national organisation. However, the successful organisation will be required to make arrangements that allow for the provision of services at a national level.
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Q.11 What does it mean that there have to be counsellors available to supervise in remote areas, and that the service has to be fully accessible in remote areas? Do there have to be people physically available for face to face counselling in those areas?
A.11 The Service will provide advice, debriefing processes and professional development to staff dealing with family and domestic violence and/or sexual assault in rural and remote areas. This does not mean that people have to be physically available for face to face counselling in those areas.
Q.12 Is this a completely new initiative, or is there something similar already in place?
A.12 This is a new national telephone and online counselling service. The Commonwealth Government currently operates the Domestic Violence and Sexual Assault National Helpline that provides advice and referral services.
Q.13 What is the estimated load of calls that the line will have?
A.13 The National Online and 1800 Counselling Service expects in excess of 20,000 calls per annum.
Q.14 Is there information for people interested in sharing networks, information and experience with the proposed helpline on issues in running such a helpline?
A.14 This question is not relevant to the EOI process.
Q.15 Please provide clarification re Section 4 of the EOI Documentation, The Draft Requirements, where it says that the service provider will be required to: "provide professional supervision and advice to staff in services in isolated and remote areas"; "be accessible in all urban, regional, rural and remote areas"; "provide counsellors access to regular and needs-based supervision, support, and debriefing processes". Does this imply that there will need to be a face to face element to the service, for clients as well as for staff, in remote and isolated areas?
A.15 See answer to Question 11.
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Q.16 How is the successful applicant going to refer men who are victims of domestic violence onto appropriate services, when no specific services exist for men who are victims of domestic violence?
A.16 The Service will assess each case individually and refer people to the most appropriate service available.
Q.17 Will the National Counselling Service provide support to victims of relationship abuse that does not involve the use of physical violence?
A.17 Yes.
Q.18 Will the National Counselling Service provide support to gay and lesbian victims of domestic and family violence and sexual assault?
A.18 The Service is for anyone in Australia who has experienced, or is at risk of, sexual assault and/or domestic and family violence. The Service will assess each case individually and refer people to the most appropriate service available.
Q.19 Will the National Counselling Service provide support to victims of forms of violence other than domestic and family violence and sexual assault, such as child abuse, elder abuse, street violence and sporting violence?
A.19 The Service is for anyone in Australia who has experienced, or is at risk of, sexual assault and/or domestic and family violence. The Service will accept all calls and determine the most appropriate avenue to assist the caller.
Q.20 Will the National Counselling Service provide support to male victims of domestic and family violence and sexual assault?
A.20 Yes.
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Q.21 Will the National Counselling Service provide support to male perpetrators of violence?
A.21 The Service is for anyone in Australia who has experienced, or is at risk of, sexual assault and/or domestic and family violence. The Service will accept all calls and determine the most appropriate avenue to assist the caller.
Q.22 Will the National Counselling Service provide support to female perpetrators of violence?
A.22 The Service is for anyone in Australia who has experienced, or is at risk of, sexual assault and/or domestic and family violence. The Service will accept all calls and determine the most appropriate avenue to assist the caller.
Q.23 Will the National Counselling Service provide support to women and children victims of domestic and family violence and sexual assault who have experienced violence from a female perpetrator?
A.23 The Service is for anyone in Australia who has experienced, or is at risk of, sexual assault and/or domestic and family violence. The Service will accept all calls and determine the most appropriate avenue to assist the caller.
Q.24 What services will male victims and female perpetrators of violence be referred to?
A.24 See answer to Question 16.
Q.25 The research shows that most domestic and family violence is mutual, with both partners engaging in violence. How will the National Counselling Service deal with such situations?
A.25 This question is not relevant to the EOI process.
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Q.26 Will FaHCSIA be providing any guidelines for service providers in terms of the way that the National Counselling Service will operate?
A.26 This question is not relevant to the EOI process.
Q.27 Will applicants to become the provider of the National Counselling Service be selected or rejected on the basis of holding particular principles, philosophies or political views about domestic and family violence?
A.27 EOIs will be evaluated based on the merits of their responses to the selection criteria.
Q.28 Will the provider of the National Counselling Service be required to train its staff about gender issues in order to deal sensitively and effectively with both male and female victims and perpetrators of violence?
A.28 Yes.
Q.29 Will the provider of the National Counselling Service be required to make both male and female counselling staff available upon request to callers?
A.29 Yes.
Q.30 How will the National Counselling Service be marketed to Australians?
A.30 This question is not relevant to the EOI process.
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Q.31 Will FaHCSIA fund specific marketing of the National Counselling Service to minority groups such as CALD communities, Aboriginal and Torres Strait Islanders, men and boys, GLBTI communities and older people?
A.31 This question is not relevant to the EOI process.
Q.32 Are there any measures been put in placeto ensure people from culturally and linguistically diverse communities access the service?
A.32Section 4 of the EOI document states:
The service provider will be required to:
- provide an inclusive service of equitable standard to people with disabilities, Indigenous people, young people and callers from culturally diverse backgrounds;…
Q.33 In the EOI, do you want a discussion that includes the 3 key considerationsoutlined in the information including how a service may provide those in the future or do you want just the experience and description of current services provided?
A.33Section 2.4 of the EOI documentation states:
To ensure that the selection process is fair the Department’s staff cannot give you:
- their own views or interpretation on what parts of the EOI documentation mean;
- advice on how to respond to the EOI documentation content; or
- any more information, other than that included in the context of the EOI documentation.
Q.34 Will attachments be accepted with my EOI submission?
A.34Section 2.5 of the EOI document states:
Provide a brief of how your organisation will deliver the services as indicated at Section 4. Please do not exceed 10 pages in 12 point Arial font. Attachments are not required.
Attachments to the brief will not be considered in the EOI evaluation.
Q.35 Consideration 5(b) under "Key Considerations" refers to the "Capacity to develop and manage transition arrangements with existing service provider". What is meant by "existing service provider", it sounds like there is already a service in place? On what number can they be contacted if someone wants help and/or where can information about them be found?
A.35 The Government currently operates the Domestic Violence and Sexual Assault National Helpline. Transitional arrangements will be negotiated with the successful service provider. Information about the existing service provider is not necessary to complete the EOI documentation.
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Q.36 The last dot point of section 4 says that the call center is expected to "cooperate over a service transition phase utilising existing services". What is meant by "existing services"?
A.36 Existing services refers to a range of relevant services currently operational at local, State/Territory and national levels.
Q.37 Will the new service replace the current Domestic Violence &Sexual Assault National Helpline? Ifthe answer is"no", in what way will the new service be distinguishable from the continuing DV & SA Helpline (ie apart from the inclusion of online counselling)?
A.37Yes, the new Service will replace the current Domestic Violence and Sexual Assault Helpline.
Q.38 Reading between the lines there is a suggestion that part of the funding may need to be paid to other local and state service providers of support services particularly in regional areas, please comment.
A.38 The EOI document makes no reference to funding arrangements for the new Service. Funding arrangements will be negotiated with the successful service provider.
Q.39 Given that there are already a number of services providing what could be deemed competing services, including the Australian Government’s current Domestic Violence an Sexual Assault Help line, is it intended that these will be integrated into this new service or are they expected to continue in their current form.
A.39 The new Service will replace the current Domestic Violence and Sexual Assault Helpline. The new Service is expected to integrate and coordinate with existing local and State/Territory services and link with other 1800 numbers.
Q.40 How do I add text to the EOI document I have downloaded?
A.40To insert text in the answer boxes provided in Part 7 (A), right click the text box, and then click “Insert Text’.
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Q.41 When will the successful provider be required to start taking calls - say 12 midnight 1 Dec?
A.41 Section 2.3 of the EOI document outlines that the new Service will commence in December 2009, given that a suitable service provider can be found.
Q.42 Q13 in Questions & Answers: How was the figure of 20,000 calls arrived at?
A.42 The figure is a projected estimate based on:
- trends and data for the current Helpline;
- research provided to the Department; and
- consultation with a broad range of services in the family and domestic violence and sexual assault sector.
Q.43 Is it envisaged that the successful provider will need to increase their infrastructure at any time to handle such functions as video conferencing etc. Could it be expected that with the broadband rollout to more remote areas these types of functions may become a requirement? If so, could any infrastructure be transferred from the current provider - if available?
A.43 The successful provider will be required to develop the infrastructure and technical capabilities required to operate the Service, in line with any significant technological developments, as negotiated in the Funding Agreement. Infrastructure developed by the current service provider to deliver the current Domestic Violence and Sexual Assault National Helpline will remain the property of the current service provider
Q.44 What is the expected duration of the briefing on Monday 12 October?
A.44 The industry briefing commences at 2pm (AEDT). It is anticipated that the total duration of the industry briefing will be approximately 1½ - 2 hours.
Q.45 Will there be teleconference services available for interested interstate organisations wishing to listen/participate in the briefing or do they have to attend in person?
A.45 Organisations are strongly encouraged to participate in the industry briefing in person. Where this is not possible due to exceptional circumstances, alternative arrangements may be requested by contacting Violence Helpline (violencehelpline@fahcsia.gov.au) by 3pm AEDT, 8 October 2009.
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Q.46 Will there be an online version of the Industry Briefing?
A.46 No. There will not be an online version of the Industry Briefing.
Q.47 At the industry briefing, will FaHCSIA be providing any advice regarding the services that should be forming partnership arrangements? Is there a more detailed agenda/format for the industry briefing?
A.47 FaHCSIA will be facilitating the industry briefing, which will provide a forum for organisations to develop relationships/partnerships with other eligible interested parties, to enhance their capacity to deliver the extensive and comprehensive requirements of the new national Service.
The agenda for the industry briefing will be presented to participants at the commencement of the briefing.
Q.48 Could you please tell me what the alternative arrangements to the face - face briefing would be? Would it be a teleconference of the actual briefing that you will be having in Canberra?
A.48 Organisations are strongly encouraged to participate in the industry briefing in person. Where this is not possible due to exceptional circumstances, alternative arrangements may be requested.
Organisations unable to attend the industry briefing due to exceptional circumstances will need to notify FaHCSIA of their particular circumstances by contacting Violence Helpline (violencehelpline@fahcsia.gov.au) and specific teleconference arrangements will be made.
Q.49 What are the technology requirements (ie number of computers etc)?
A.49 The service provider will determine appropriate technology to deliver the Service.
Q.50 What are the statistics relating to the number of people who would use the Service?
A.50 See answer to Question 13.
Q.51 Can the helpline be conducted from a central point?
A.51 Yes.
Q.52 Will funding be provided for set-up costs if successful?
A.52 The Government has committed $12.5 million to establish and operate the new national Service until 2012-13.