Outcomes Measurement Provider The specialist organisation engaged to design and administer an outcomes and quality-monitoring framework. This includes: Analytics and evaluation survey. Tools to implement the benefit management framework and to assess and monitor ICSS outcomes. Benefit management. Assisting in the measurement and management of how the ICSS will deliver its benefits. Commissioning + Ongoing operation Delivery support providers will be engaged to support implementation and ongoing service improvement. Infrastructure To support the ongoing operation of the ICSS, four organisations are required to provide the following infrastructure: Category Description Organisation DSS Carer Gateway regional delivery partners (RDPs) Digital Counselling Service Provider Online Peer Support Service Provider Coaching Service (Online) Provider Telephony A national 1800 number accessible to members of the public - - - - A system to calls to a national 1800 number based on the geographic location of the caller - - - - A system to manage incoming calls and integrated with a Client Relationship Management system - - - Information Technology Laptops and/or mobile devices to support a mobile workforce - - - Website – an online access point for carers www.carergateway.gov.au - Digital Counselling website - linked to, and in same look and feel of www.carergateway.gov.au Online peer support forum - linked to, and in same look and feel of www.carergateway.gov.au Carer Coaching website - linked to, and in same look and feel of www.carergateway.gov.au CRM – an IT system to support the capture, retention and reporting of an organisation’s interactions with its clients - - The Data Exchange (DEX) to support the collection and visualisation of data from multiple organisations - - - -
with transport). The two packages for Carer Directed Support Service are: up to $3000 for the Carer Directed Package; or up to $1500 for a One-Off Support. Provide emergency support in the form of Emergency Respite Care Secure (and fund) replacement care for the care recipient in circumstances where all other options have been exhausted. RDPs (and third-party providers via brokerage arrangements with the RDP) Provide support to young carers Manage and deliver the Young Carer Bursary Program to assist young carers in greatest need to continue to study, and to relieve the financial pressure for them to undertake part-time work in addition to their educational and caring responsibilities. Young Carer Bursary Provider Give carers easy access to resources to assist them in their caring role Make available online resources (information and courses) so that carers are better informed about the caring role and the associated stresses. This includes the self-guided coaching resources such as the online format of the carer coaching service. DSS (via the redeveloped Carer Gateway website), Education provider Ancillary Activities Ancillary activities encompass what is required to support the ongoing operation of the ICSS. Service Description Responsible Manage services Defining the Activities (both type and number) that will be undertaken to achieve the specified outcomes. RDPs Promote local ICSS services Through promotional and profile raising activities, reduce the barriers which prevent disconnected or hidden carers from accessing the support and services they need. RDPs Evaluate performance Collect data to measure carer satisfaction with supports and services via regular satisfaction surveys. Review services measuring performance against outcomes and benefits defined in the ICSS Outcomes Framework. RDPs, Digital Counselling Provider, Online Peer Support Provider, Carer Coaching Service provider Raise awareness of carer role and ICSS National communications activities to raise awareness of carers, and the services and supports available through the ICSS (including the RDPs). Communications Provider Report on outcomes Measure and report on the performance of the organisations engaged the ICSS (through data collected via organisations IT systems and client surveys). DSS, Outcomes Measurement Provider