• 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: Part B - table of contents
• Next: 8. Contact information

7 Program Management and Service Delivery Details

7.1 Participants/Clients/Recipients

7.1.1 Client Groups

Family Relationship Services (FRS) provides services for:

• intact and separated families, including extended family members;
• individuals, including children and young people;
• couples; and
• significant others who have caring or other relationship responsibilities.

FRS are directed to all families at all stages of the relationship cycle:

• prior to and during relationship formation;
• during relationships;
• through parenting;
• through separation and divorce;  
• grand-parenting; and
• throughout retirement.

Some approved services under FRS target specific population groups or geographic areas with significant barriers to access, including:

• children (0-12 year olds);
• young people (12-18 year olds);  
• families from culturally and linguistically diverse backgrounds;
• Indigenous families;
• Rural and regional families;
• vulnerable families (families who have multiple presenting needs that may be inter-generational) ;
• families experiencing family violence;
• mental health issues;
• families affected by alcohol and other drugs;
• humanitarian entrants;
• carers;
• families impacted by special circumstances (for example, drought) ;
• men; and
• Forgotten Australians and former child migrants.

7.1.2 Flexible and Tailored Service Delivery

Clients may present with high and complex needs (such as mental health, drug and alcohol issues, family violence) and require access to more than one Family Relationship service. Funding recipients are expected to use a tailored and coordinated approach within their suite of services (or in co-operation with other organisations in the broader service system) to be responsive to individual client needs.

Services may be delivered in a variety of ways depending on the needs of the client group, for example:

• face-to-face services;
• web or telephone-based support;
• individual, couple or family sessions;  
• group work;
• outreach;
• walk in services; and
• home visits.

Funding recipients are best placed to identify which delivery methods best meet the needs of families within the funded catchment areas.

7.1.3 Access

7.1.3.1 Universal Access to Services

All community members residing in catchment areas defined in the Funding Agreement schedule should have equal access to FRS. In doing so, funding recipients are expected to meet the diverse needs of their community and ensure all groups can access culturally and socially appropriate services. While funding recipients are expected to primarily service families within their catchment, families may elect to use an out of area service for many reasons. Consequently, clients from outside the funded catchment area can also access any FRS.

Specialist services such as Find and Connect are directed to specific target groups that includes Forgotten Australians and former child migrants.

While funding recipients may charge fees, clients must not be refused service or referred to other organisations on the basis of incapacity to pay fees.

7.1.3.2 Service Delivery to Under 18 Year Olds

Parental permission should routinely be sought before a person under 18 years of age accesses an FRS service, however this may not be appropriate in all circumstances. 

Common law:

• A person under 18 has the legal capacity to consent to receiving FRSservices provided the child or young person has sufficient intelligence and maturity to understand the nature of the service and any consequences in participating.

Statute law:

• In some jurisdictions there are relevant laws that override the common law. These apply where the service is considered to be, or may involve, medical treatment (which may include the receipt of services from a registered psychologist). In these jurisdictions service providers should ensure that treatment they provide to under 18 year olds does not breach the relevant law.

It is advisable that funding recipients develop and implement policies addressing service provision to children and young people under the age of 18 years.  These policies should address:

• confidentiality and privacy provisions for service users under 18 years old and release of information forms
• funding recipient obligations to:
• inform clients about duty of care responsibilities and mandatory child protection reporting requirements
• ask under 18 year old service users if they agree to their parent(s) or guardian(s) being informed about the services being delivered.
• use of support persons for under 18 year olds during service provision as the preferred option and support person waivers where applicable.

If a child or young person participates in a service without parental consent they may be recorded as unregistered clients.

7.2 Funding¹⁰

Most FRS funding is for an activity period of two (2) or more years. Network staff negotiate Funding Agreements in consultation with preferred applicants based on the outcomes of selection processes. The client targets and catchment areas are based on needs analyses conducted by FaHCSIA every five (5) years. Minor adjustments to these in the intermediate period may be negotiated with the relevant Network officer who will liaise with FaHCSIA National Office to ensure a consistent approach is taken across the services while also meeting local needs. Location or catchment areas designated within the Funding Agreement must not change without FaHCSIA's prior written agreement.

FaHCSIA will facilitate flexible funding in circumstances where funding recipients who deliver FRS:

• have met annual client target numbers for an individual service within a specified catchment area, and
• wish to reallocate all or part of the remaining funds to another FPS or FLS they are funded to deliver in the same location¹¹ under the same Funding Agreement.

Example:

A funding recipient funded to deliver Men and Family Relationship Services (MFR) in Geelong has met its annual client targets in the Funding Agreement Schedule. This provider is also funded under this Funding Agreement through FRS to deliver Children's Contact Services (CCS) in Geelong. The demand experienced by the organisation for CCS is higher than MFR in Geelong so the funding recipient reallocates the remaining MFR funds to delivering CCS in this location.

Funding recipients cannot reallocate funds:

• to a service not funded through FRS;
• to a service not won in a selection process;
• if annual client targets have not been met for the service they wish to transfer funds from;
• if the proposed transfer between services is not in the same location and under the same Funding Agreement;
• across funding locations without written Network agreement ; and
• from the National Find and Connect Service to any other service.

Example:

A funding recipient who delivers Family Relationship Education and Skills Training (FREST) through FRS in Port Adelaide has met its annual client targets in the Funding Agreement Schedule. This provider also operates its own self-funded Counselling service in Port Adelaide, and is funded through FRS to deliver Parenting Orders Program (POP) in Murray Bridge and Family Dispute Resolution (FDR) in Port Pirie. The organisation is trying to get the Counselling Service in Port Adelaide up and running and would like to reallocate all of the remaining FREST funds to help promote the Counselling service. While the service is in the same location, the funding recipient cannot reallocate the remaining FREST funds as the Counselling Service is not funded through FRS. The funding recipient can however contact the FaHCSIA South Australia Network Office to seek agreement to split the remaining FREST funds to support POP and FDR delivery as demand for these services is higher than FREST. If the Network Office agrees in writing the funding recipient can transfer the remaining funding across funding locations as proposed.

Funding recipients must also provide FaHCSIA at least thirty (30) days notice if intending to cease operation. At the end of the term of the Funding Agreement, or if the Funding Agreement is terminated, a final audited financial statement is required. Any funding that has not been used on the activity specified in the Funding Agreement must be returned to the Commonwealth.

Funding recipients must not change the location or catchment areas designated in the Funding Agreement without the Department's prior written agreement.

Following a further review by the Department of the requirements for reporting on assets the following applies unless otherwise specified. "It is the decision of the organisation to determine what assets it needs/acquires in order to meet the funding agreement deliverables". You do not need to seek departmental permission to acquire the assets necessary to meet the funding agreement deliverables.

7.3 Program Links with Other Agencies and Services

Funding recipients should work collaboratively with other agencies and services to provide support tailored to meet individual client needs.
Funding recipients are expected to develop internal and external relationships to improve practice and facilitate appropriate referrals. Links with external agencies and services should include:

• other not-for-profit national and local organisations,
• for-profit organisations and services,
• peak bodies,
• health (including mental health) services,
• child protection authorities and agencies,
• Family Law Courts and family law professionals, including Legal Aid Commissions, Community Legal Centres and Women's Legal Services,
• specialised services, for example assisting:
• men;
• women;  
• children;  
• youth;
• indigenous people;
• culturally and linguistically diverse populations;  
• people with disability and carers;
• families affected by alcohol and other drugs;  
• disadvantaged and at-risk families;
• Forgotten Australians and former child migrants; and
• other client groups with special needs
• funding recipients of the third FSP service stream (Community and Family Partnerships),
• Child Support Agency,
• Centrelink,
• Family Pathways Networks; and
• other Commonwealth, State and Territory Government Departments.

7.4 Eligible Activities

FRS provides all families, both intact and separated, with assistance through the following outputs included in the Performance Framework (see 4.2 Performance Framework) and the Funding Agreement:

• information;
• referral;
• education and skills training;  
• counselling;
• dispute resolution;
• change over and supervised contact;
• support;
• community development activities/access strategies;  
• outreach;
• coordination ; and
• records and family tracing.

While FaHCSIA believes providers are best placed to decide the appropriate mix of activities for each intervention, not all FRS are funded to provide all approved outputs; Table 7 refers.

Family and Parenting Services (Note: some Couns services are jointly funded by FaHCSIA and Attorney-General's Department) - Family Law Services

Project Outputs	RRFSS	FREST	AMFT	FRSFSC	MFR	SFVS	FRESHE	FRSC	Mensline	KIF	NFC	Couns	FRC	FDR	RFDR
Information and Referral	√	√	√	√	√	√	√	√	√	√	√	√	√	√	√
Education and Skills Training	√	√	√	√	√	√	√	√	√	√	-	√	√	√	√
Counselling	√	-	√	√	√	√	√	√	√	√	√	√	-	-	√
Dispute Resolution	-	-	√	√	√	√	-	-	-	-	-	-	-	-	-
Family Dispute Resolution	-	-	-	-	-	-	-	-	-	-	-	-	√	√	√
Change-over and supervised contact	-	-	-	-	-	-	-	-	-	-	-	-	-	-	-
Support	√	√	√	√	√	√	√	√	√	√	√	√	√	√	√
Community Development/ Access Strategies	√	√	√	-	√	√	√	√	√	√	-	-	-	-	√
Outreach	√	√	√	√	√	√	√	√	-	√	√	√	√	√	√
Community Capacity Building	√	-	-	-	-	-	-	-	-	-	√	-	-	-	-

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)

Family Relationship Education and Skills Training assists all families at the earliest intervention point to increase awareness of relationship issues and develop the required skills to:

• foster positive and stable relationships between partners, specific family members or their family as a whole;
• positively manage change and transitions across the relationship cycle;
• improve parenting abilities, participation, and links with other support people or groups;
• increase resilience to relationship stress or breakdown; as well as
• effectively resolve conflict.

Groups or courses may be designed for broad audiences or tailored to meet the needs of stepfamilies, carers, men, new parents, children or other client groups as required.

7.5.1.2 Adolescent Mediation and Family Therapy (AMFT)

Adolescent Mediation and Family Therapy delivers services directly to adolescents and their families who are experiencing varying levels of conflict and complex issues.  AMFT aims to prevent family breakdown and youth homelessness by working directly with young people (aged 10 to 21) and their families or caregivers to resolve conflict and improve relationships.  This is done through mediation and/or family therapy.

7.5.1.3 Counselling (COUN)

Counselling is delivered under both the FPS and FLS streams in recognition of the fact that there is often no clear distinction between FPS and FLS counselling work. Counselling under FPS delivers general counselling to family members with intact relationships.

Counselling helps individuals, couples and families to:

• establish and maintain positive family relationships
• manage transitions across the relationship cycle
• prevent, or increase resilience to, relationship stress or breakdown
• raise awareness of relationship issues
• resolve parenting issues, and
• create understanding of the care, welfare and development needs of children

Counselling may be directly delivered through therapeutic intervention with individuals (including young people and children), in couple or family sessions, or via group work.

7.5.1.4 Men and Family Relationships (MFR)

Men and Family Relationships deliver services to men and their families to help them improve and better manage their relationships. Intervention occurs across the prevention, separation and post separation continuum, especially at times of relationship change. MFR helps to raise men's awareness of family relationship issues, and increase their skills and participation.

7.5.1.5 Mensline Australia (Mensline)

Mensline provides national, professional, anonymous and confidential short-term counselling over the telephone 24-hours-a-day, every day of the year for the cost of a local call (higher for mobiles). The service provides early intervention and post-separation assistance to men and their families who wish to discuss a relationship issue of concern.

7.5.1.6 Specialised Family Violence Services (SFVS)

Specialised Family Violence Services use a whole-of-family approach to support those affected by family violence (including children who experience or witness family violence). SFVS also helps those who use violent behaviour to change. SFVS considers the individual needs of each family member and provides assistance and referral to complementary services as appropriate.

7.5.1.7 Families in Special Circumstances (FRSFSC) currently including FSDRT

FRSFSC provides a ‘whole of family' approach, including a greater emphasis on school aged children and youth to help deal with crisis situations in a way that maintains dignity and encourages self-reliance. This can include individual and family counselling, home visits and outreach. This service also brings communities together through local activities and social support.

From time to time additional funds may be allocated to organisations to help families in response to climatic events, the most common of which has been drought, but may include other events such as bushfires and cyclones.

7.5.1.8 Family Relationship Services for Carers (FRSC)

FRSC is a targeted service which allows parents and other family members to access early intervention services. Family counselling, mediation, information, referral and support are provided to assist families who are experiencing issues or conflict as they consider future arrangements for a family member with disability.

Priority is given to families:

• experiencing conflict or at risk of breakdown;
• who have a member with severe disability (no likelihood of competitive employment and requiring constant personal care and attention); and
• considering future financial planning.

7.5.1.9 Humanitarian Entrants (FRSHE)

FRSHE conduct intensive and culturally appropriate work directly with individuals and families that have entered Australia under the Humanitarian Entry Program. This service offers a range of prevention and early intervention family relationship services to respond to pressures that undermine family stability and help consumers of this service to settle into a new life in Australia.

7.5.1.10 Kids in Focus – Family Drug Support (KIF)

Kids in Focus aims to improve outcomes for children in families with substance misuse problems by providing integrated, long term and intensive support to vulnerable families and children at risk.

Supporting families with substance problems means supporting parents to parent more effectively and overcome their substance misuse as well as supporting children by normalising their lives. Successful support to these families is integrated, long term and intensive and the structure of the refocused Kids in Focus reflects this need.
To achieve these goals, Kids in Focus will focus on supporting families with alcohol and other drug problems by:

• providing intensive support services to families, including parents / carers and children dealing with substance using parents in the community;
• providing support for parents to parent more effectively and overcome their substance misuse;
• supporting children by normalising their lives (school, sport, and other regular routines) and building resilience;
• providing targeted counselling and intervention through the child protection system where necessary; and
• supporting other FSP services to identify and support children at risk.

7.5.1.11 Rural and Regional Family Support Services (RRFSS)

The objective of Rural and Regional Family Support Services is to better support farmers, their families and rural communities in preparing for future challenges, rather than waiting until they are in crisis to offer assistance.

To achieve this objective Rural and Regional Family Support Services aims to:

• Provide "a whole of family approach" counselling service to assist families adapt to changing economic and social circumstances and manage the pressures of rural life and maintain positive family relationships.
• Provide education and skills training to assist families to increase their awareness of relationship issues and develop the required skills to positively manage change and transitions across the relationship cycle.
• Support a coordinated social support network to meet the counselling and other social needs of farming families and rural communities.
• Work with communities to bring them together though local activities and support networks.
• Build knowledge on how to achieve better links between Commonwealth and State based drought support service providers.

7.5.1.12 National Find and Connect Service (NFC)

The National Find and Connect Service will provide an Australia-wide coordinated family tracing and support service for Forgotten Australians and former child migrants to trace their personal and family histories and reunite with family members where possible.

Components of the National Find and Connect Service include:

• a national website and single online access point to help care leavers find records held by past care providers and government agencies;
• a national 1800 telephone number for care leavers to call if they want to speak with trained staff to help them locate their personal records;
• a national network of specialised search and support services to help care leavers locate and access personal records and, where possible, reunite with family members.  Care leavers will also be connected with counsellors and other support services where required;
• new counselling support services specifically for care leavers, from appropriately trained and skilled providers, to provide support for care leavers as they trace their families; and
• Workforce development on matters relating to Forgotten Australians and former child migrants.

7.5.2 Family Law Services – Information and Post-separation

7.5.2.1 Family Relationship Centres (FRC)

Family Relationship Centres enable families throughout Australia to access information about family relationships at all stages – forming new relationships, overcoming relationship difficulties or dealing with separation. Centres can also refer families to other services that help people deal with a wide range of family issues.

Centres assist separating parents to focus on their children's needs and to agree on workable parenting arrangements¹² outside of the court system through providing information, support, referral and family dispute resolution services.¹³ If appropriate, accredited family dispute resolution practitioners are able to issue a certificate before a parenting matter proceeds to court.

7.5.2.2 Counselling (COUN)

Counselling (COUN) is delivered under both the FPS and FLS strategies. Counselling under the Family Law Act 1975 assists individuals and couples (including children) with issues related to marriage, separation and divorce, and the care of children. Organisations funded and approved or designated to deliver counselling under the Family Law Act 1975 must authorise individual counsellors to provide family counselling and ensure that the counsellors comply with their obligations under the Act.

Counselling helps individuals, couples and families to:

• establish and maintain positive family relationships;
• manage transitions across the relationship cycle;
• prevent, or increase resilience to, relationship stress or breakdown;  
• resolve conflict through mediation or family therapy;
• raise awareness of relationship issues;
• resolve parenting issues ; and
• create understanding of the care, welfare and development needs of children.

Counselling may be directly delivered through therapeutic intervention with individuals (including young people and children), in couple or family sessions, or via group work.

7.5.2.3 Supporting Children after Separation Program (SCaSP)

SCaSP services aim to support the wellbeing of children (under 18) from separated or separating families and who are experiencing issues around family relationships. The program assists children to address relationship issues arising from separation and provides opportunities for them to participate in decisions that impact on them.

SCaSP services provide a range of age appropriate interventions including individual counselling or group work for children; or child inclusive feedback to parents.

7.5.2.4 Post Separation Cooperative Parenting (PSCP)

Post Separation Cooperative Parenting aims to assist highly conflicted separated parents in regional areas to manage their conflict in their child's best interests. It helps separated parents understand the effect of entrenched conflict on children and that their children need them to be supportive of their relationship with the other parent. It also helps parents develop strategies to deal more constructively with each other.

Short educational workshops designed to evoke strong emotional reactions in parents and to shift them from entrenched conflict to a greater awareness of children's needs are integral to the program. Additional supports such as counselling are provided to help parents act on the insights they gain through the workshops. Parents may attend voluntarily or they may be ordered by a court to attend Post Separation Cooperative Parenting by itself or in conjunction with a Children's Contact Service or other program.

7.5.2.5 Family Dispute Resolution (FDR), including Regional Family Dispute Resolution (RFDR)

FDR services assist families to reach agreements and to resolve their disputes related to family law issues including both child and property related matters outside of the court system. If appropriate, accredited family dispute resolution practitioners are able to issue a certificate before a parenting matter proceeds to court.

FDR services provide early resolution of parenting arrangements post separation, ensuring the safety of parties where violence is disclosed, and that agreements are in the best interest of the children involved. Regional FDR services may include counselling and community development activities as part of meeting the needs of separated families in their community.¹⁴

7.5.2.6 Parenting Orders Program (POP)

The Parenting Orders Program helps separating families who are in high conflict to work out parenting arrangements in a manner which encourages consideration of what is in a child's best interests in establishing or maintaining relationships while at the same time ensuring the safety of all parties. It helps parents understand the effect their conflict is having on their children and to develop strategies to more constructively develop and manage parenting arrangements.¹⁵

The Parenting Orders Program uses a variety of child-focused and child inclusive interventions and works where possible with all members of the family. Family members, including children, can receive a range of services such as counselling, mediation and group work education.

7.5.2.7 Children's Contact Services (CCS)

Children's Contact Services enable children of separated parents to have safe contact with the parent that they do not live with in circumstances where parents are unable to manage their own contact arrangements.¹⁶ Where parents are not able to meet without conflict, children's contact services provide a safe, neutral venue for the transfer of children between separated parents. Where there is a perceived or actual risk to the child, they provide supervised contact between a child and their parent or other family member. Parents may be ordered to attend a CCS by a court to facilitate changeover or have supervised visits with their children. One of the key goals of children's contact services is to assist families to move, where possible, to self-management of contact arrangements, both in terms of changeover and unsupervised contact.

Children's Contact Services must ensure that the children's best interests are kept at the centre of the contact process. Services should only accept cases after careful assessment and where they consider that their facilities and resources allow them to deliver services that are safe and appropriate for all parties.

7.5.2.8 Family Relationship Advice Line (FRAL) - 1800 050 321

The Family Relationship Advice Line is a national telephone service established to assist families affected by relationship or separation issues. The Advice Line is for anyone who is affected by family relationship or separation issues and difficulties, including parents, grandparents, children, young people, step-parents or friends.

The Family Relationship Advice Line provides:

• information about services to help maintain healthy relationships;
• advice on family separation issues;
• guidance on developing workable parenting arrangements after family separation
• advice about the impact of conflict on children;
• telephone based family dispute resolution for people who need assistance resolving disputes over parenting arrangements;
• referral to Family Relationship Centres and other dispute resolution services;
• information about the family law system; and
• referral to a range of other services to help with family relationship and separation issues.

The Advice Line complements the information and services offered by the Family Relationship Centres. It ensures that people who are not able to attend a Centre can receive assistance and is available from 8am to 8pm Monday to Friday, and 10am to 4pm on Saturday (local time), except on national public holidays.

Family Relationship Centres and other family dispute resolution services can refer clients directly to the Telephone Dispute Resolution Service following an assessment that the client is suitable for family dispute resolution via the telephone medium.

7.5.2.9 Family Relationships Online - www.familyrelationships.gov.au

Family Relationships Online is a website that provides all families (whether together or separated) with access to information about family relationship issues, ranging from building better relationships to dispute resolution.

It also allows families to find out about a range of services that can assist them to manage relationship issues, including agreeing on appropriate arrangements for children after parents separate.

If you require further information you can contact the Family Relationships Online Help Desk (FROHelp@fahcsia.gov.au or phone: 1800 654 724).

7.6 Information Technology

Data must be recorded in compliance with the Approval Requirements (Appendix A) and must be supplied to FaHCSIA within 28 days of service provision.

Funding recipients must comply with FRSP Online Protocols (Appendix B). If a funding recipient elects to use an approved third party system to transfer data to FaHCSIA it is their responsibility to ensure the system can be adapted to FRSP Online development requirements within a reasonable timeframe as agreed to by FaHCSIA and the funding recipient.

Prior to the approval of a third party system or should the third party system not adapt in the agreed timeframe to FRSP Online development, funding recipients must revert to use of the FRSP Online web-based portal to meet the 28 day requirement for the supply of data to FaHCSIA.

FaHCSIA requires funding recipients to have the following minimum system access requirements:

• Operating System : Windows XP
• Processor : Minimum 1.6 GHz Pentium 4 or equivalent processor
• RAM : Minimum 256 Megabytes (preferably higher)
• Minimum Hard Drive Size : 4 Gigabyte
• Additional Software: Microsoft Office 2000 (or newer), Internet Explorer 7 (or newer). Up-to-date Firewall & Anti Virus software are highly recommended.
• Monitor: Recommended - 17 inch screen or larger with a resolution of 1024x768 or higher.
• Internet Connection: A broadband internet connection of at least 256kbps downstream and upstream is recommended. This recommendation is for a single user. Internet connections shared among multiple users may need to be faster to avoid congestion. Note: The FRSP Online helpdesk does not provide support for any network related issues.

FRSP Online has not been tested with alternative operating systems or internet browsers. While you may access FRSP Online with alternative software if you wish, support and troubleshooting may be limited to the software listed above.

Funding covers costs directly related to activities such as operational costs, for example printing, photocopying, computer software, maintenance and repairs of office equipment (see 7.2 Funding).

The requirements outlined above do not apply to the National Find and Connect Service.

7.7 Information Technology Support

FaHCSIA provides a helpdesk for FRSP Online users.  The FRSP Online Support Centre can be contacted via email at FRSPOnline@Fahcsia.gov.au
The FRSP Online Support Centre is staffed Monday to Friday (excluding national and ACT public holidays) from 9 am to 5 pm (Eastern Standard Time).

FaHCSIA also provides a helpdesk for Family Relationships Online users. The FRO Help Desk can be contacted via email at FROHelp@fahcsia.gov.au or by telephone on 1800 654 724. The FRO Help Desk is staffed Monday to Friday (excluding national public holidays) from 8.00am to 10.00pm (AEST) and Saturday 10.00am to 6.00pm (AEST).

10. For pre-selection information please see the FRS Overview at Part 1, Page 7.
11. Written approval must be sought to reallocate funds to services which are not in the same location, or if you wish to use FRC funding on another service as per the Funding Agreement.
12. Clients of the Child Support Agency (CSA) who have applied for a change of assessment are known as CSA change of assessment clients and must be recorded by the service on FRSP Online as being referred from ‘CSA – change of assessment'.
13. Separating couples who wish to make an application to the court for a parenting order are required to first attempt family dispute resolution unless an exemption applies such as child abuse and /or family violence.
14. Separating couples who wish to make application to the court for a parenting order are required to first attempt family dispute resolution unless an exemption such as child abuse and /or family violence applies.
15. The Courts may require parents to attend this program if they are having difficulties in complying with parenting orders so as to avoid a breach of parenting orders in the future.
16. Services are not intended for cases where the primary issues are the responsibility of state governments under child protection legislation, which may involve the staged return to a family of a child who has been in substitute care.

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