9.20 – 10.30am (70 min.) Topic 1: Understanding compliance 5 - 27 10.30 – 10.45am (15 min.) Morning tea break -- 10.45 – 11.30am (45 min.) Topic 1 continued 11.30am – 12.30pm (60 min.) Topic 2: Managing service quality 28 - 36 12.30 – 1.15pm (45 min.) break -- 1.15 – 3.15pm (120 min.) 3: Quality documentation practices 37 - 54 3.15 – 3.30pm (15 min.) Afternoon tea -- 3.30 – 4.00pm (30 min.) Topic 3 continued 4.00 – 5.00pm (60 min.) Topic 4: Monitoring and continuous improvement of program delivery 55 - 63 Icons The session plans for the workshop provided on the following pages include a number of icons to assist you in easily identifying facilitation requirements: PowerPoint Evaluation /writing Activity – individual Distribute materials Activity - Use the board URL/links and/or additional information Use the flipchart Question Checklist
Slide 3: Program Objectives Outline the purpose of the workshop – i.e. program objectives. Slide 4: Learning outcomes Provide an overview of the learning outcomes for the workshop. ASK learners: What do you hope to get out of this workshop? – as a lead in to activity in the introduction of Participant Workbook... Activity: Your objectives What are the key areas you would like to address as part of this training? What are the key compliance skills you would like to improve as a result of this training? Learners to complete activity individually and share responses. This activity should be returned to at the end of the day to determine whether the key objectives have been satisfied. Topic 1: Understanding Compliance Time allotted to this session: 9.20am – 11.30am (115 minutes – with 15 min. break @ 10.30am) Slide Type of Activity Facilitator Notes / Instructions Slide 5: Topic 1 – Understanding Compliance Topic 1 – Understanding Compliance: Examines the key concepts of compliance outlines the Department of Social Services' approach to DES program assurance provides an overview of the core DES provider obligations to DSS
for claiming so nothing is missed Track KPIs to ensure performance is being met Continuous improvement - record & action appropriately NOTE: Advise learners that quality documentation practices will be looked at in detail in the next topic. Topic 3: Quality Documentation Practices Time allotted to this session: 1.15pm – 4.00pm (150 minutes – with 15 min. break @ 3.15pm) Slide Type of Activity Facilitator / Instructions Slide 37: Topic 3 – quality documentation practices Show title slide and advise that this topic examines the principles and practices of quality documentation that underpin the delivery of DES programs – from program entry through to providing ongoing support. 38: DES program structure & compliance obligations – documentary evidence Provide an overview of the general obligations that DES providers and the associated documentary evidence obligations that DES providers and staff are required to comply – refer to PW 55-56. Emphasise the importance of keeping good case notes to meet these documentary evidence requirements. Use the items/quotes provided on PW 57 to highlight the importance of keeping comprehensive, evidence based, orderly records. Slide 39: Keeping good case notes Outline what constitutes good case note record keeping. Provide tips to help learners keep good case notes – refer to PW 58. Note:
professionals Invoices and receipts File assessments completed by the DES provider Observation records Information from interviews with the participant and/or other stakeholders, including parents, advocates, employers and supervisors File notes that detail the date and time of each interview or phone conversation, including reason for the contact. Q5: A DES provider can provide a maximum of 6 instances of Flexible Ongoing Support (FOS) to a participant in any 26 calendar week period. An instance can cover an accumulated number of smaller contacts (e.g. several face-to-face contacts), or a single instance of more intensive support (e.g. visiting the workplace to adjust equipment). An instance is contact/s that equate to a minimum of 4 hours of service. Q6: Between 25 and 42 hours of support in the last 6 months. Q7: Examples of support that can be delivered during a participant’s ongoing support phase: On the job assistance and guidance Co-worker training Advising or counselling family members Workplace adjustments and modifications Vocational training Referrals to counselling or other non-vocational interventions Financial assistance and counselling Re-adjustment of job Disability awareness training in the workplace Training on using equipment that supports the participant’s employment Assisting employers to create mental health in the workplace
Rate the likelihood out of 10 using the scoring method provided below. Rate the impact out of 10 using the scoring method provided below. Calculate the resultant risk: Likelihood + Impact ÷ 2 = Overall Risk (e.g. 7 + 8 = 15 ÷ 2 = 7.5, therefore risk can be as a ‘Medium’ risk). Determine required monitoring frequency. Following completion of risk assessment, compare similarities and differences between ratings by learners. Discuss the reasons there are differences. Note: Risk ratings will vary from provider to provider depending on policies and procedures in and other relevant factors. Slide 59: 3. Approach Discuss the reasons why it’s important to a methodical, thorough and well documented approach to monitoring compliance. (See PW 96-97) Key reasons: Ensures compliance, identify where improvements are needed, builds a compliance profile for auditors. Slide 60: 4. Documenting the results of compliance monitoring and improvement, and keeping a record of this documentation, is critical to effective compliance with the DES Deed and guidelines. Without an audit history, there is little evidence to show the DSS auditors that your organisation is consistently ensuring that it meets the Deed and guidelines, i.e. there is no ability to demonstrate to the DSS that you have been complying and continuously improving your services. Slide 61: 5. Taking action As a result of the monitoring of compliance it is quite likely that there will be areas identified where improvements to policies, procedures and business practices can be made. There may be follow up points and further queries arising as a result of the compliance monitoring. That’s why it’s good practice to... (refer to slide).