• Table of Contents
• Foreword
• Introduction
• Part A - Information about Family Relationship Services
  • 1. FRS Overview
    • 1.1 Eligibility
    • 1.2 Selection
    • 1.3 Consortia and Subcontracting
    • 1.4 Funding
    • 1.5 Reporting and Assessment
  • 2. Service Delivery Components of the Program
    • 2.1 Program/Sub-program
  • 3. Responsibilities, Accountabilities and the Way we Work with the Sector
    • 3.1 Departmental Responsibilities and Accountabilities
    • 3.2 Funding Recipient Responsibilities and Accountabilities
  • 4. Performance Management and Evaluation
    • 4.1 Performance Measurement
    • 4.2 FRS Performance Framework
    • 4.3 Performance Recognition and Improvement
    • 4.4 FRSP Online
    • 4.5 Quality Assurance and Risk Management
    • 4.6 Service Assessments
    • 4.7 Site Visits
    • 4.8 Financial Accountability
    • 4.9 Evaluation and Research
  • 5. Privacy and Confidentiality
    • 5.1 Freedom of Information
    • 5.2 Security of Information
  • 6. Complaints
• Part B - Information about the Family and Parenting Services (FPS) and Family Law Services (FLS) Streams
  • 7. Program Management and Service Delivery Details
    • 7.1 Participants/ Clients/Recipients
    • 7.2 Funding
    • 7.3 Program Links with Other Agencies and Services
    • 7.4 Eligible Activities
    • 7.5 Approved FRS Services
      • 7.5.1 Family and Parenting Services – Prevention and Early Intervention
      • 7.5.2 Family Law Services – Information and Post-separation
    • 7.6 Information Technology
    • 7.7 Information Technology Support
  • 8. Contact information
• Appendix A. FRS Administrative Approval Requirements
• Appendix B. FRSP Online Protocols
• Appendix C. Operational Framework for Family Relationship Centres
  • Part One
    • Role of Family Relationship Centres
    • Assistance provided by Family Relationship Centres
    • Client Service Delivery Principles
    • Staffing, Training And Competency
    • Facilities
    • National Network
    • Principles for Engagement with Community and Other Organisations
  • Part Two - Guidelines
    • Guidelines Relating to Referrals from the Child Support Agency
    • Guidelines for Access to Centrelink
    • Guidelines on Client Service Delivery
    • Guidelines on Safety Policies, Procedures and Critical Incidents
    • Guidelines for working with the Family Relationship Advice Line
    • Guidelines for Engagement with the Community and Other Organisations and Individuals
    • Referral Guidelines for Family Relationship Centres and the Family Relationship Advice Line
    • Guidelines for Referrals to Legal Advice by Staff in Family Relationship Centres
    • Service Charter and Complaints
    • Service Charter Template
• Appendix D. Supporting Children after Separation Program - Description and Operational Requirements
• Appendix E. National Find and Connect Service for Forgotten Australians and former child migrants -Service Description
• 9. Glossary

Family Relationship Services Guidelines

• Foreword
• Introduction
• Part A - Information about Family Relationship Services
  • 1. FRS Overview
    • 1.1 Eligibility
    • 1.2 Selection
    • 1.3 Consortia and Subcontracting
    • 1.4 Funding
    • 1.5 Reporting and Assessment
  • 2. Service Delivery Components of the Program
    • 2.1 Program/Sub-program
  • 3. Responsibilities, Accountabilities and the Way we Work with the Sector
    • 3.1 Departmental Responsibilities and Accountabilities
    • 3.2 Funding Recipient Responsibilities and Accountabilities
      • 3.2.1 Legislative Requirements
      • 3.2.2 Fees Policy
  • 4. Performance Management and Evaluation
    • 4.1 Performance Measurement
    • 4.2 FRS Performance Framework
    • 4.3 Performance Recognition and Improvement
    • 4.4 FRSP Online
    • 4.5 Quality Assurance and Risk Management
    • 4.6 Service Assessments
    • 4.7 Site Visits
    • 4.8 Financial Accountability
    • 4.9 Evaluation and Research
  • 5. Privacy and Confidentiality
    • 5.1 Freedom of Information
    • 5.2 Security of Information
  • 6. Complaints
• Part B - Information about the Family and Parenting Services (FPS) and Family Law Services (FLS) Streams
  • 7. Program Management and Service Delivery Details
    • 7.1 Participants/Clients/Recipients
      • 7.1.1 Client Groups
      • 7.1.2 Flexible and Tailored Service Delivery
      • 7.1.3 Access
        • 7.1.3.1 Universal Access to Services
        • 7.1.3.2 Service Delivery to Under 18 Year Olds
    • 7.2 Funding
    • 7.3 Program Links with Other Agencies and Services
    • 7.4 Eligible Activities
    • 7.5 Approved FRS Services
      • 7.5.1 Family and Parenting Services – Prevention and Early Intervention
        • 7.5.1.1 Family Relationship Education and Skills Training (FREST)
        • 7.5.1.2 Adolescent Mediation and Family Therapy (AMFT)
        • 7.5.1.3 Counselling (COUN)
        • 7.5.1.4 Men and Family Relationships (MFR)
        • 7.5.1.5 Mensline Australia (Mensline)
        • 7.5.1.6 Specialised Family Violence Services (SFVS)
        • 7.5.1.7 Families in Special Circumstances (FRSFSC) currently including FSDRT
        • 7.5.1.8 Family Relationship Services for Carers (FRSC)
        • 7.5.1.9 Humanitarian Entrants (FRSHE)
        • 7.5.1.10 Kids in Focus – Family Drug Support (KIF)
        • 7.5.1.11 Rural and Regional Family Support Services (RRFSS)
        • 7.5.1.12 National Find and Connect Service (NFC)
      • 7.5.2 Family Law Services – Information and Post-separation
        • 7.5.2.1 Family Relationship Centres (FRC)
        • 7.5.2.2 Counselling (COUN)
        • 7.5.2.3 Supporting Children after Separation Program (SCaSP)
        • 7.5.2.4 Post Separation Cooperative Parenting (PSCP)
        • 7.5.2.5 Family Dispute Resolution (FDR), including Regional Family Dispute Resolution (RFDR)
        • 7.5.2.6 Parenting Orders Program (POP)
        • 7.5.2.7 Children’s Contact Services (CCS)
        • 7.5.2.8 Family Relationship Advice Line (FRAL) - 1800 050 321
        • 7.5.2.9 Family Relationships Online - www.familyrelationships.gov.au
    • 7.6 Information Technology
    • 7.7 Information Technology Support
  • 8. Contact information
• Appendix A. FRS Administrative Approval Requirements
• Appendix B. FRSP Online Protocols
• Appendix C. Operational Framework for Family Relationship Centres
  • Part One
    • Role of Family Relationship Centres
    • Assistance provided by Family Relationship Centres
      • Information for Families
      • Helping Families Use Other Services
      • Help for Separating Families
    • Client Service Delivery Principles
    • Staffing, Training And Competency
      • Accreditation and registration of family dispute resolution practitioners
    • Facilities
      • Premises
      • Security
      • Co-location
      • Information Technology and Telecommunications
      • Badging
    • National Network
      • Family Relationship Advice Line 1800 050 321
      • Family Relationships Online www.familyrelationships.gov.au
    • Principles for Engagement with Community and Other Organisations
  • Part Two - Guidelines
    • Guidelines Relating to Referrals from the Child Support Agency
      • Contacting the Child Support Agency
    • Guidelines for Access to Centrelink
      • The Centrelink Call Network
      • Troubleshooting
    • Guidelines on Client Service Delivery
      • Involvement of Children
      • Client Diversity
      • Services to Indigenous Clients
      • Telephone and Video Conferencing
      • Legal Advice and Representation
      • Fees Policy
      • Re-opened cases and fees policy
      • Refusal of Service
      • The client presents a risk to the safety of staff or other clients
      • The client is clearly acting in bad faith
      • In the opinion of the Centre, the client cannot be assisted by the Centre because its services are clearly inappropriate to the client
      • The client has already received appropriate services at the same or another Family Relationship Centre
      • Suggested procedures
      • Screening and Assessment
      • Outreach to Regional and Rural Communities
      • Service Delivery for Indigenous Clients in Specified Locations
      • Indigenous Action Plan
    • Guidelines on Safety Policies, Procedures and Critical Incidents
      • Safety and Security Plan
      • Safety Guidelines
      • Policies and Procedures for staff on safety
      • Critical Incidents Protocol
      • Internal processes for reporting and managing critical incidents
      • Safety Risk Assessment
      • Reporting to the Commonwealth on critical incidents
    • Guidelines for working with the Family Relationship Advice Line
      • Advice Line Services
      • Advice Line Organisation
      • Family Law Advice
      • Not a ‘Counselling Service’
      • Referrals from the Advice Line to Centres
      • Priority Access
      • Troubleshooting
    • Guidelines for Engagement with the Community and Other Organisations and Individuals
      • Community Engagement
      • Cooperative and Collaborative Service Delivery
      • Engagement with Other Organisations and Individuals
      • Appropriateness of an organisation for referral of clients
      • Collaborative Arrangements for referrals
      • Guidelines on Information Provided at the Centre by or about External Services
    • Referral Guidelines for Family Relationship Centres and the Family Relationship Advice Line
      • The relationship with the client
      • Distressed clients
      • Client choice
      • Barriers to other services
      • Family Relationship Centres
      • Accurate information
      • Referral processes
      • Feedback and follow up
      • Staff skills
    • Guidelines for Referrals to Legal Advice by Staff in Family Relationship Centres
      • Legal information versus advice
      • Urgent situations
      • Other referrals to legal advice
    • Service Charter and Complaints
    • Service Charter Template
      • Information
      • Accessing other services
      • Help for separating families
      • Fees
      • Our staff
      • Safety
      • Privacy
      • Using our service
      • Complaints process
        
• Appendix D. Supporting Children after Separation Program - Description and Operational Requirements
• Appendix E. National Find and Connect Service for Forgotten Australians and former child migrants – Service description
• 9. Glossary

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