Support staff Staff engaged indirectly with carers in the delivery of activities e.g. moderating the online peer support forum. Forum mediators Specialist Professionally trained and qualified staff engaged directly with carers in the delivery of activities e.g. counsellors. Carer coaches Peer group moderators Counsellors Counsellors Back-office Staff Staff engaged to (a) support the delivery of ancillary activities and/or (b) those staff delivering client activities. Subcontracted Staff Staff engaged directly with carers in the delivery of specialised services subcontracted to local service providers, e.g. for planned and emergency respite care, etc. Tools To ensure a consistent approach and to enable the delivery of activities, the organisations are required to provide the following tools: 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 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 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
wellbeing reported by carers % increase in of wellbeing reported by carers MEASURE: Carer Wellbeing Survey level of reported by carers % increase in of reported by carers MEASURE: Carer Wellbeing Survey % increase in carers accessing ICSS MEASURE: DSS Data Exchange # carers accessing emergency respite care % decrease in carers accessing emergency respite care Time (days/weeks/months) between emergency respite care episodes per carer MEASURE: DSS Data Exchange bundled services delivered to per carer MEASURE: Portfolio Budget statements # carers services for service cost per service MEASURE: Portfolio Budget statements
Integrated 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 & manage support planning Deliver preventative services Provide emergency support Ancillary Activities Manage services Evaluate performance Promote ICSS services 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 directed support Emergency respite care Regional delivery Business establishment Activity planning Business operations Data collection Service review Mapping of existing local services Identification of local area needs Brokerage of local service providers community outreach National communications Outcomes measurement Resources Back-office staff mediators Back-office staff Front-line staff Counsellors Back-office 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 pathway navigator Carer strain measurement tool Online coaching resources*** Promotional material National carer awareness campaign Benefit management framework Analytics and evaluation survey Infrastructure gateway 1800 national phone line Routing system to direct 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) gateway 1800 telephony system Mobile devices Vehicles Service outlets Client data collection & storage system, e.g. CRM
Step 1 Step 2 Step 3 Step 4 Entry point Carers can register interest to go through a process. Pathway navigator Carers are taken through an intake and needs process to outline services which would benefit them and to identify practical next steps they may take. Carer support plan A support plan is developed to outlines services the will access. The plan is reviewed regularly. Facilitated coaching The facilitated coaching is the in-person and over the phone delivery format of the carer coaching service, a service to assist carers to acquire the skills and resilience needed in their caring role. In-person peer support The in-person peer support is a service to assist carers to connect with people in similar circumstances. In-person counselling The in-person counselling services is a short term counselling service for carers experiencing difficulties with anxiety, stress, depression and low mood.