Category Description Organisation DSS Regional Delivery Partners Digital Counselling Provider Online Peer Support Provider Communications Provider Outcomes Measurement Provider Carer pathway navigator A guiding framework and needs identification capability. Carer strain measurement tool An assessment tool to determine the level of strain of carers. Benefit management framework An outline of how the ICSS will deliver benefits and how they will be managed and measured. Online counselling diagnostic tool A diagnostic online tool for of counselling needs. Online coaching resources Online modules and content for self-guided coaching. * Promotional material Leaflets and newsletter to promote events and enable outreach activities. National carer awareness campaign Design and implementation of a communication strategy to raise awareness of carers. Analytics & evaluation surveys Tools to implement the benefit management framework and to assess & monitor ICSS outcomes. *A Carer Coaching Design & Pilot Provider will be engaged to run a pilot coaching program and provide the coaching program syllabus, carer coaching training (for the pilot) and the online coaching resources required to deliver the coaching program. Policies & Procedures
Integrated Carer Support Service Overview Providers DSS Online peer support forum provider Online digital counselling provider Regional Delivery Partners National communications provider Outcomes measurement provider Client Activities Give carers easy access to resources to assist them in their caring role Provide carers with an online community of support Support carers experiencing stress, anxiety, low mood & depression Manage intake, assess needs & manage support planning Deliver preventative services Provide emergency support Ancillary Activities Manage services Evaluate performance Promote local ICSS services Raise awareness of carer role and ICSS Report on outcomes Services Carer online resources Online peer support Digital counselling Pathway navigator Carer coaching In-person peer support In-person counselling Carer directed support Emergency respite care Regional delivery Business model establishment Activity planning Business operations Data collection Service review Mapping of existing local services Identification of local area needs Brokerage of local service providers Local community outreach National communications Outcomes measurement Resources Back-office staff Forum mediators Back-office staff Front-line staff Counsellors Back-office staff Front-line staff Back-office staff Carer coaches Peer group moderators Counsellors Subcontracted staff Subcontracted staff Back-office staff Back-office staff Back-office staff Back-office staff Back-office staff Tools Online counselling diagnostic tool Carer pathway navigator Carer strain measurement tool Online coaching resources*** Promotional material National carer awareness campaign Benefit management framework Analytics and evaluation survey Infrastructure Carer gateway 1800 national phone line Routing system to direct calls to RDPs Carer gateway website DEX Data Repository Counselling 1800 national phone line Counselling 1800 telephony system Digital counselling channel Client data collection & storage system (CRM) Carer gateway 1800 telephony system Mobile devices Vehicles Service outlets Client data collection & storage system, e.g. CRM