• 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

• Previous: Foreword
• Next: Part A - Information about Family Relationship Services

Introduction

The Family Relationship Services Guidelines (Guidelines) form the basis of the business relationship between the Department of Families, Housing, Community Services and Indigenous Affairs (FaHCSIA – also referred to as the Department) and the funding recipient.

The Guidelines outline:

• the aim of Family Relationship Services (FRS)
• eligibility requirements and selection processes
• FaHCSIA's expectations of funding recipients
• what funding recipients can expect from FaHCSIA
• funding arrangements
• reporting requirements
• the Performance Framework
• funding agreement management and program governance arrangements, and
• the Family Support Program service streams that include FRS services, eligible activities and the details of approved services.

The Guidelines should be read in conjunction with the following documents, which together form the program management framework for funding recipients delivering FRS:

• FRS Funding Agreement²
• FRS Administrative Approval Requirements (Approval Requirements) (Appendix A)
• FRSP Online Protocols (Appendix B)
• Operational Framework for Family Relationship Centres (Appendix C)
• Description and Operational Requirements for Supporting Children after Separation Program (Appendix D ), and
• Service Description for the National Find and Connect Service (Appendix E)

These documents are also available on the FaHCSIA website at www.fahcsia.gov.au/frsp

FaHCSIA reviews and updates the Guidelines annually, with new versions available in May of each year. FaHCSIA reserves the right to amend the Guidelines at other intervals by whatever means it may determine at its absolute discretion. FaHCSIA will provide reasonable notice of these amendments to all funding recipients that deliver Family Relationship Services. If altering the performance criteria or requirements, FaHCSIA will provide notice of at least one month prior to the changes coming into effect.

NB: These Guidelines will be amended to meet the requirements of the Family Support Program (FSP).

NB: There are exceptions to the requirements of these Guidelines for the Family Relationship Advice Line,Family Relationships Online and National Find and Connect Service for Forgotten Australians and former child migrants. Providers of these activities are to seek clarification from the Department.

2. The term ‘Funding Agreement' includes 2007-11 and 2008-11, Multi-Schedule Funding Agreements, 2009-11 and 2009-12 Standard Funding Agreements.

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• Next: Part A - Information about Family Relationship Services

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