Section Two provides a summary of the quantitative and qualitative data that has been drawn from the 160 Status Reports that were submitted by funded organisations as part of the overall FRSP performance reporting process.
PART 1: Service Delivery
Question 1 – External Impacts
Proportion of funded organisations reporting on external events which have had an impact positive or negative on FRSP service delivery: 84.7%
Impacts Reported
Positives:
- Increased number of referrals between FRSP organisations
- Increase in the number of referrals to the FRSP from other non FRSP funded organisations
- Networking with other funded and non funded FRSP service providers
- Opening of new outlets
- Introduction of new programs within organisations catchment areas
- Training provided by FRSP funded organisations for the benefit of all FRSP funded organisations
Negatives:
- Decreased availability of skilled and/or experienced staff
- Rising cost of service delivery e.g. rent, petrol, wages, insurance
- Changes to the Family Law Act have increased demand for FRSP services
- Cost of living has affected the ability/willingness of clients to attend FRSP services
- Increase in the number of clients and/or complexity of issues being presented for FRSP services
- Natural disasters have increased the demand for services e.g. drought, floods, storms
Question 2 Internal Impacts
Proportion of funded organisations reporting on internal events which have had an impact, positive or negative on FRSP service delivery: 85%
Impacts Reported
Positives:
- Organisational restructure to ensure increased availability of staff to provide service delivery
- Development of future program plan
- Review of procedures to develop future program planning
- Retention of staff
- Establishment of new or expansion of existing services
- Merging similar non FRSP programs with FRSP programs to improve services
Negatives:
- Decreased availability of skilled and/or experienced staff
- Staff/management turnover
- Cost of service delivery; specifically wages
- Organisational restructure producing a short term impact on staffing and overheads
- Upgrade of existing site or relocation to new site affecting service delivery
- Competition for skilled staff with state/federal government organisations
Question 3 – Achievements
Proportion of funded organisations reporting on significant achievements in regard to FRSP service delivery: 93%
Achievements Reported
- Increase in specialised staff training
- Implementing programs specifically targeting CALD/Indigenous clients
- Meeting and/or exceeding FRSP client targets
- Raising community awareness of FRSP programs
- Implementing new or extending existing programs
- Working with other organisations to better meet client needs
- Cross promotion of programs within organisation to better provide for client needs
- Specifically targeting clients needing assistance during difficult times
Question 4 – Innovative strategies
Proportion of funded organisations reporting implementing innovative strategies to address needs of specific target groups: 87.9%
Implementations Reported
- Work collaboratively with CALD and Indigenous services/communities
- Provide programs targeting parenting skills
- Provide staff with additional specialised training
- Networking/information sharing
- Work collaboratively with schools to provide services to school age children
- Tailoring individual services and group work to better meet the needs of specific target groups
Outcomes Reported
- Increased Community support/education
- Demand for specific programs has increased
- Service delivery has been improved/streamlined
- Improved parenting skills
- Increased contact with and support of Indigenous clients
- Increase on the number of parenting plans reached to reduce the number of clients having to attend Family Court
Question 5 – Flexible Service Delivery Activity
Proportion of funded organisations reporting use of the following service delivery practices:
| Outreach Programs |
69% |
| Programs targeting particular client groups e.g. Indigenous or CALD Australians |
59% |
| Child Inclusive Practices |
75% |
| Father Inclusive Practices |
61% |
| Telephone Counselling |
54% |
| Provider services after hours/on weekend |
82% |
PART 2: Challenges
Question 7– Client Target Numbers
Proportion of funded organisations reporting difficulties meeting client target numbers for services: 45.5%
Difficulties reported
- Staff recruitment/retention
- Accessing Indigenous/CALD communities/clients
- Demonstrating that client target numbers have been met
- Data input/retrieval in FRSP Online
- An increase in case complexity has reduced the time available to see additional clients
- With the introduction of the Medicare counselling rebate clients are now more likely to attend a medical practice than FRSP services
- Newly funded FRCs coming on line in local areas have absorbed clients from FRSP services
Question 8 – Client Target Numbers for Specific Client Groups
Proportion of funded organisations reporting difficulties meeting client target numbers for specific client groups: 25%
Client Groups
- Indigenous
- CALD
- Children
- Men
Difficulties reported
- Staff recruitment/retention
- Accessing Indigenous/CALD communities/clients
- Lack of specialised support services, for example (Interpreter services)
- Historical reluctance by target client groups to seek help
- Physical barriers to accessing services such as transport
Question 9 –Identification of Issues that will Impact on Service Delivery
Proportion of funded organisations that have reported identification of issues that will impact on successful service delivery: 68.7%
Barriers reported
- Resource constraints; both human and financial
- Staff turnover
- Client need for physical assistance to access services
- Unavailability of specialised support services especially in regional and rural areas
- Complexity of clients issues
- Increase in the amount of staffing required for administration e.g. data entry
Strategies planned to address barriers
- Re-allocating available resources in response to emerging priorities
- Offering flexible staffing arrangements/staff incentives
- Implementing targeted staff recruitment campaigns
- Providing clients with physical assistance to access services
- Increase the level of training for counsellors
- Entering into partnerships with external organisations to improve the level of service provided
Question 10 – Planned Priorities
Proportion of funded organisations reporting an inability to implement planned priorities: 43%
Priorities not implemented
- Staff recruitment/training
- Enhancing service delivery for specific target client groups
- Developing new programs/groups
- Improved internet communication capability
- Networking/information sharing
Reasons why priorities not implemented
- Unavailability of skilled, experienced staff
- Resource constraints - human and financial
- Lack of (or inappropriate) referrals
- Organisational restructure
- No existing service plan
- Competition for clients from non FRSP organisations
Question 11– Referral Process to External Agencies
Proportion of funded organisations reporting issues with the referral process to external agencies and the issues identified: 55%
- Difficulty accessing appropriate agencies to support clients: 67%
- Intensive resources to maintain referral contacts: 34%
- Client/s unwilling to accept referral: 41%
- Other: 27%
- Capacity of other organisations to accept referrals
- Inability to refer clients due to a lack of services in area
- Difficulties due to lack of interaction with government or non FRSP agencies
- Lack of resources human and financial
- Client unable to accept referrals to other agencies due to financial constraints
Reported action taken
- FRSP organisations provide ad hoc services they are not funded to provide
- Networking with other organisations to ensure effective referral processes
- 'Warm' transfers of clients to overcome any concerns clients may have
- Maintaining communication between referral organisations
- Implementing proactive services to reduce the number of referrals required
- Open communication between mental health/medical practitioners
Question 12– Referral Process from External Agencies
Proportion of funded organisations reporting issues with the referral process from external agencies and the issues identified: 70.5%
- Referrals have increased demand for services: 51.8%
- Referral agencies have limited understanding of services provided: 56.3%
- Intensive resources to maintain referral contacts: 29.0%
- Other: 34.5%
- Legal practitioners referring clients to get court orders without any form of mediation/counselling
- The complexity of cases being referred
- Limited time/resources
- Lack of services available in the area
Actions Taken
- Networking with other organisations to ensure effective referral processes
- Working with other FRSP organisations to provide the most efficient service for clients
- Review of referral processes to provide the most efficient service for clients
- Education of government or non FRSP agencies to provide the most efficient service for clients
- Additional support and training for staff
- Addition of telephone / outreach services to reduce waiting lists
Question 13 – Complaints
Proportion of funded organisations reporting complaints concerning FRSP Services: 59%
Fig 13.1: Table: Number of Complaints by Service Type for 2007-08
| Service Type |
Number of Complaints |
Number Resolved |
Number Outstanding |
| FREST |
19 |
19 |
0 |
| AMFT |
9 |
9 |
0 |
| FRSC |
0 |
0 |
0 |
| MFR |
16 |
16 |
0 |
| DC |
3 |
3 |
0 |
| SFVS |
4 |
4 |
0 |
| COUNS |
88 |
87 |
1 |
| FRSHE |
0 |
0 |
0 |
| FDR |
242 |
233 |
9 |
| RFDR |
5 |
5 |
0 |
| SIRP |
0 |
0 |
0 |
| POP |
31 |
29 |
2 |
| CCS |
186 |
179 |
7 |
| FRC |
139 |
134 |
5 |
| Total |
742 |
722 |
24 |
Figure 13.1: total complaints for 2007-08 reported by services is less than 1% of total clients seen by service providers.
(Total registered and unregistered clients seen in 2007-08: 237,701)
Part 3: Funding
Question 14 – Income from FRSP Funding
Funded organisations reporting that the proportion of funds coming into the organisation from FRSP represents more than one third of total income: 42%
Question 15 – Other Funding received by Organisations
Sources of funding other than FRSP as reported by providers.
- Local Government: 3.9%
- State Government: 25.0%
- Commonwealth Government(non-FRSP): 22.5%
- Donations or earned income: 9.9%
- Other: 13.3%
Question 16 – Income from Fees
Proportion of funded organisations collecting income from fees: 74.8%
Major areas of expenditure of fees reported by providers:
- Leasing/purchasing of assets: 51.3%
- Purchase of capital assets: 41.5 %
- Staff wages: 58.4 %
- Staff training and development: 56.6 %
- Travel: 45.1 %
- Carried forward to current financial year: 49.5 %
- Other: 62.8 %
Part 4: Staffing
Question 17 – Average Percentage of Organisational Staff Delivering FRSP Services
Estimated percentage of organisational staff involved in FRSP service delivery: 41%
Question 18 – Number of Staff
National average number of staff per organisation directly related to FRSP service delivery: 20.3 Staff
Question 19 – Estimated Number of Indigenous Staff
Average number of staff per organisation who have been identified as Indigenous that are involved in service delivery: 0.84 Staff
Question 20 – Estimated Number of Multilingual Staff
Average number of staff per organisation who have been identified as multilingual that are involved in service delivery: 3.8 Staff
Question 21 – Estimated Number of staff that have been sent on a training course or conference this year
Average number of staff per organisation that have been reported they have attended training or a conference this year: 19 Staff
Question 22 - Staff Vacancy Time
Proportion of funded organisations reporting no staff vacancy time: 25%
Question 23 – Positions Vacant
Proportion of funded organisations reporting FRSP staff vacancies: 26%
Question 24 – Volunteer Numbers
Proportion of funded organisations employing volunteers: 26%
Activities undertaken by volunteers:
- Service delivery: 8.3%
- Support and coordination: 7.5%
- Administration: 11.2%
- Fundraising: 1.25%
- Cleaning/maintenance: 4.38%
- Other: 1.25%
Part 5: Evaluation and Review
Question 27 - Evaluation and Review
Proportion of organisations that have reported undertaking research and evaluation activities: 78%
- Client survey
- Analysis of feedback
- Evaluation of internal processes
- Client outcomes
- Evaluation of why clients cancel appointments
- Client case file review
Question 28 - Reported Key Priorities for the Coming Year
Organisations noted the following priorities for 2008-09:
- Networking and referrals
- Internal processes
- Marketing / promotion of services
- Engaging with Indigenous communities
- Expansion of service through regional/outreach partnerships
- Staff training
Question 29 - Issues Raised by Stakeholders
Proportion of organisations that have had issues raised by their stakeholders: 43%
Key issues identified:
- Waiting times/demand for services
- Need to increase services in remote areas
- Increase services for men
- Managing expectations of clients
- Intrusive data collection
- Need for service delivery 7 days a week
Question 30 – Issues about FRSP
Proportion of funded organisations who reported issues with the FRSP: 60%
Key issues identified:
- FRSP Online reporting
- Data entry
- Retaining staff
- Additional funding required
- Administrative costs
- A need to reduce administrative red tape
Quality Compliance Checklist
The majority of funded organisations self assessed and reported full compliance with FRSP Approval Requirements. An independent contractor selected to undertake a national review of organisational compliance against the FRSP Approval Requirements commenced assessments against compliance in 2008.
Part 6: Family Relationships Services Program (FRSP) Achievements
FRSP Online Reporting Portal
The FRSP Online reporting portal was officially launched in September 2008. The portal gives organisations the ability to access and print reports on their own organisations data.
The types of reports that are able to be generated by organisations in 2007-08 were:
- Number of Registered Clients seen by Age and Gender
- Number of Sessions and Hours held
- Activities Opened and Closed
- Number of Unregistered Clients
- Number of Registered ATSI Clients seen by ARIA location; and
- Number of Registered Clients seen by a Referral Source.
These reports assist organisations in tracking progress towards meeting client targets.
FRSP Privacy Impact Report on FRSP Online
In response to concerns raised by service providers and their industry representatives Family Relationships Australia (FRSA), the FRSP Branch engaged two independent consultants to undertake a Privacy Impact Assessment (PIA) of FRSP Online, to ensure compliance against the Information Privacy Principles (IPP) within the Privacy Act 1988.
While the assessment found that FRSP-Online was compliant with the Privacy Act, the consultants reports also identified some better practice processes to enhance the privacy features of FRSP Online and to further minimise risks around future non-compliance. The recommendations outlined in the reports formed the basis of ongoing discussions between FRSP and the sector through the FRSP Online Sub Working Group.
The PIA was released to the organisations in June 2008. Copies of the report can be accessed via the FRSP Online webpage.
Joint Government-Sector Working Groups
This year the Family Relationship Services Branch of the Department of Families, Housing, Community Services and Indigenous Affairs, the Family Pathways Branch of the
Attorney-General’s Department and Family Relationship Services Australia established joint Government-Sector Working Groups to progress dialogue on key matters relevant to the delivery of the Family Relationship Services Program.
These Working Groups were established to improve understanding and communication between Family Relationship Services Program and the sector around issues concerning workforce development, contracts and funding, and quality and performance measurements. These forums also identified opportunities for improvements in processes and/or issues of concern.
The Service Agreements and Funding Working Group was established to clarify and review the contractual obligations for providers and to initiate processes to reduce the administrative burden on the sector.
The Quality Performance Measurement Working Group was established to review the Family Relationship Services Program Performance Framework which is being revised to provide a single, outcomes-focused framework for early intervention services, post-separation services and Family Relationship Centres.
In the context of an increased focus on evidence-based policy, the revised Framework will complement ongoing research and evaluation activities and strengthen the evidence base on the therapeutic value of Family Relationship Services Program to families. It will focus on the most important performance indicators while at the same time minimising the administrative burden on service providers and families.
The Workforce Development Working Group is considering the workforce issues facing the Family Relationship Services sector and identifying solutions to these challenges. It is anticipated that the Working Group will work with FaHCSIA on the development of a Workforce Development Plan that will set out key workforce issues and potential solutions. The Working Group is also working with FaHCSIA to undertake a workforce mapping project of the sector. This mapping project will provide data on the demographics, qualifications and training and development needs of the sector.
The Joint working groups are continuing to progress these agendas in the 2008-09 year, ensuring ongoing collaboration in developing best work practices and to address any workforce concerns that the sector may have.