Frequently asked questions
Contents
Background
Service Delivery Tracking
Homelessness and Housing activities
Frequently Asked Questions
1.Which organisations may find these FAQs helpful?
2.Which organisations will be affected?
3.The targets for my organisation look like they’ve changed - how has this been determined?
4.Do I still need to report to the Department of Health and Human Services, the Australian Institute of Health and Welfare and other homelessness reporting systems?
5.Where can I find further information on funded activities reported via the service delivery tracking system?
6.Is there other information I can use to assist me with counting rules?
7.When should organisations submit their data through the service delivery tracking process?
8.Crisis Supported Accommodation (20081)
9.Transitional Support (20082)
10.Homelessness Persons Support Services (20083)
11.Telephone Information and Support (20085)
12.Social Housing Advocacy and Support Program (91424)
13.Housing Establishment Fund (HEF) (94113)
14.Tenancy Administration – Crisis (94587)
15.Tenancy Administration – Transitional (94588)
16.Initial Assessment and Planning (94589)
17.Rental Assistance (94675)
18.Homeless Grant Funding – Leasing (Head Leasing) (94827)
Background
Service Delivery Tracking
In 2014, the Department of Health and Human Services (the department) introduced an online service delivery tracking process which involves organisations accounting for monthly service delivery against their service agreement target. This ensures that both the organisation and the department have a shared view of service delivery in a timely and regular manner. This supports organisations in managing their progress towards meeting agreed targets, and assists the department to manage its reporting commitments.
For further information about the service delivery tracking refer to Service Delivery Tracking online process frequently asked questions (FAQs) on the Funded Agency Channel <
Homelessness and Housing activities
The department funds the provision of programs and services for people who are experiencing, or are at risk of homelessness or to address needs and risk factors that make tenancies within public housing vulnerable.This FAQ provides information on performance measures and counting rules for the following nine activities which are reported via the service delivery tracking process:
20081 – CrisisSupported Accommodation
20082 – Transition Support
20083 – Homelessness Persons Support Services
20085 –Telephone Information and Referral
91424 – Supportive Housing Advocacy and Support Program
94113 – Housing Establishment Fund (HEF)
94587 – Tenancy Administration – Crisis
94588 – TenancyAdministration – Transitional
94589 – HousingInformation and Referral
94675 – Private Rental Assistance
94827 – Homeless Grant Funding – Leasing (Head Leasing)
For National Partnership Agreement Homelessness (NPAH) activities please refer to the NPAH activities performance reporting requirement FAQs.
Frequently Asked Questions
1.Which organisations may find these FAQs helpful?
This information will be helpful to organisations funded to deliver any of the above activities.
2.Which organisations will be affected?
All organisations funded to deliver the activities listed above will need to complete service delivery tracking using the online tool.
3.The targets for my organisation look like they’ve changed - how has this been determined?
Where there has been a change of target, this will be reflected in your service agreement developed by the division in consultation with your organisational representative. If you have any queries about this target, please speak to your departmental contact.
4.Do I still need to report to the Department of Health and Human Services, the Australian Institute of Health and Welfare and other homelessness reporting systems?
Yes, the reporting requirements remain unchanged and organisations will still need to submit their data through the Department of Health and Human Services Homelessness Data Collection and other homelessness reporting systems.
The Department of Health and Human Services Homelessness Data Collection was introduced in July 2015. This reporting requires all Specialist Homelessness Services Collection data being submitted on or before the tenth working day after the end of the month.The additional requirement is that the same extract is also submitted to the department through the Secure Data Exchange.
In addition to the above reporting requirements, organisations who receive funding through the National Partnership Agreement on Homelessness, Housing Establishment Funding and Transitional Housing Management programs must complete the following manual reporting to the Department of Health and Human Services:
•National Partnership Agreement on Homelessness quarterly reporting by 21 July, 21 October, 21 January and 21 April
•Housing Establishment Funding biannually by 20 January and 20 July each year
•Transitional Property Reconciliation when requested
•Transitional Housing Management Rent Remittance by the fourteenth day every month
For those reporting to other reporting systems please refer to the Policy and Funding Guidelines <
5.Where can I find further information on funded activities reported via the service delivery tracking system?
The activity descriptions in the Volume 3 of the Policy and Funding Guidelines These can also be found on the Funded Agency Channel.
6.Is there other information I can use to assist me with counting rules?
Yes, ready reckoners have been developed to provide accessible information on counting rules which has been align to this FAQs as well as other FAQs available on Funded Agency Channel
7.When should organisations submit their data through the service delivery tracking process?
Data for each month must be submitted between the first and tenth day of the following month, for example for July 2016, data must be submitted between 1 August and 10 August 2016.
8.Crisis Supported Accommodation (20081)
8.1What services are provided?
There are three main types of crisis supported accommodation. These are:
•Short term crisis supported accommodation:
–In small, medium or larger scale congregate facilities with associated support.
–In transitional housing management based crisis properties with linked outreach intensive support.
•Women and children’s refuges, which are dispersed houses across the state to keep women and children safe and stabilise their circumstances when they experience family violence.
•Youth refuges to get young people outcomes in education, employment, parenting skills and to connect them with family where appropriate.
8.2How is the number of ‘new support periods’with accommodationcounted forthis activity in the service delivery tracking system?
Count the number of new support periods opened during the monthly reporting period.
New support periods are determined using commencement dates of support.
One support period is counted for each individual who is receiving crisis supported accommodation.
If a client exits accommodation and presents again after seven nights, this will be counted as a new support period.
8.3What is the definition of ‘number of new support periods’with accommodation’?
A support period is defined as the provision of accommodation to an individual client.A support period in crisis supported accommodation includes the period of accommodation as well as associated support services for each client accessing the service.
A support period is provided when:
The property at which the accommodation is provided is owned, directly managed or arranged for by a specialist homelessness service, and a specialist homelessness service provided support to the household.
This may include accommodation and support services provided at refuge shelters, crisis shelters, hotels, motels, caravan parks, or other locations as arranged by your specialist homelessness service.Note this does not include provision of financial assistance for rent or other housing costs.
8.4What is a client?
A client is defined as an individual over the age of 16 or family (could include adults, children and extended family) receiving crisis supported accommodation through this activity.
9.Transitional Support (20082)
9.1What services are provided?
Transitional support provides case management support, which may include counselling, crisis resolution, personal care, life skills training, information and advocacy and/or assistance with accessing appropriate long term housing and training and employment opportunities.
Case workers also provide direct support which typically includes assistance to meet the goals and outcomes identified in a person’s case plan.
9.2How is the ‘number of new support periods’ counted forthis activity in the service delivery tracking system?
Count the number of new support periods which commenced during the monthly reporting period.
If a support period is closed and the client presents again and a further assessment of needs takes place and support is provided, this will be counted as a new support period.
9.3What is the definition of ‘number of new support periods’?
A support period is defined as new if it commenced during the month. A support period refers to the provision of support to a client, which includes a case assessment taking place and needing to be implemented.
9.4What is a client?
A client is defined as an individual or a family receiving case management through this activity.
Where a child requires a separate response in his/her own right, the child is recorded as a separate client.
10.Homelessness Persons Support Services (20083)
10.1What services are provided?
Homeless persons support services offer a range of supports and practical assistance for people who are homeless or at risk of homelessness, including meals, living skills, information, counselling, personal care, health care, showers facilities and referrals. This may also include allowing other services such as legal services and health care services to be offered.
10.2How is the ‘number of assists’counted forthis activity in the service delivery tracking system?
Count each time a client is assisted with food, information, counselling, general hygiene and other material items during the monthly reporting period.
11.Telephone Information and Support (20085)
11.1What services are provided?
Telephone information and referral undertakes an initial risk and safety assessment and makes appropriate referrals for women and children who are homeless or at risk of homelessness due to family violence, resulting in one of the following two actions:
•a brief intervention to resolve the client’s immediate crisis and divert them from the homelessness and/or family violence service system
•entry into the homelessness and family violence service system when diversion is not possible
11.2How is the ‘number of calls’counted forthis activity in the service delivery tracking system?
Count the number of calls received that required a homelessness and family violence risk and safety assessment and response.
12.Social Housing Advocacy and Support Program (91424)
12.1What services are provided?
The program provides assessment, referral and case management to address needs and risk factors that make tenancies within public housing vulnerable.
12.2How is the ‘number of new support periods’ counted forthis activity in the service delivery tracking system?
Count the number of new support periods during the monthly reporting period.One support period is counted for each individual who is receiving the Social Housing Advocacy and Support Program.
12.3What is the definition of ‘number of new support periods’?
A support period is defined as the provision of case management support to people in housing.
A support period in Social Housing Advocacy and Support Program includes the period of support services for each client accessing the service.
12.4What is a client?
A client is a person who receives a direct service from the funded organisation.To be a client the person must directly receive a service and not just be a beneficiary of a service.
13.Housing Establishment Fund (HEF) (94113)
13.1What services are provided?
The HousingEstablishment Fund provides flexible funds to assist homeless people to access crisis, longer-term or alternative housing options, or to assist them to maintain their existing housing.
13.2How is the ‘number of assists’counted forthis activity in the service delivery tracking system?
Counteach time a person is assisted with establishment fundingduring the monthly reporting period.
13.3What is a client?
A clientis someone, adult or child, who directly receives a service.
14.Tenancy Administration – Crisis (94587)
14.1What services are provided?
Tenancy management functions include ensuring that those most in need have access to transitional housing properties, the negotiation and monitoring of tenancy/occupancy agreements, collecting rent from people and ensuring properties are maintained.
14.2How is the ‘number of new occupancies’counted forthis activity in the service delivery tracking system?
Count the number of new occupancies during the monthly reporting period.New occupancies are determined using commencement dates of support.
14.3What is the definition of ‘number of new occupancies’?
Occupancy is defined as the provision of a period of accommodation to a household.
A household is defined as a person or people who present a single application for assistance. An application may include more than one person being assisted (e.g. children and couples presenting a single application for assistance are not counted separately, but are counted as one household).
A new occupancy is defined as an occupancy which commenced during the month. Occupancy commences on the day on which the client/s move into the property.
If a household exits accommodation and presents again after seven nights, this will be counted as a new occupancy.
15.Tenancy Administration – Transitional (94588)
15.1What services are provided?
Tenancy management functions whichinclude ensuring that those most in need have access to transitional housing properties, the negotiation and monitoring of tenancy/occupancy agreements, collecting rent from people and ensuring properties are maintained.
15.2How is the ‘number of new tenancies’ counted forthis activity in the service delivery tracking system?
Countthe number of new tenancies (by households) during the monthly reporting period.
New tenancies are determined using commencement dates of support.
15.3What is the definition of ‘number of new tenancies’?
A tenancy is defined as the provision of a period of accommodation to a household. A household is defined as a person or people who present a single application for assistance. An application may include more than one person being assisted (e.g. children and couples presenting a single application for assistance are not counted separately, but are counted as one household).A new tenancy is defined as a tenancy which commenced during the month. A tenancy commences on the day on which the client/s move into the property. An existing tenancy is defined as a tenancy which was already in place at the beginning of the month.
16.Initial Assessment and Planning (94589)
16.1What services are provided?
Assessment and planningto determine if homelessness services are the appropriate response for the person seeking assistance, an initial needs-based assessment that includesthe person’s safety and risk assessment, identification of the person’s immediate and longer-term housing and support needs, the development of a course of action to access services as required, referral to appropriate housing, support and material aid services, and monitoring the person’s access to services while waiting for other services.
16.2How is the ‘number of new clients’counted forthis activity in the service delivery tracking system?
Count each new client during the monthly reporting period.A client is considered to be in receipt of a homelessness service, and counted in this measure if they received an initial assessment at a homelessness entry point.
16.3What is the definition of ‘number of new clients ’?
A client is defined as a person who receives a specialist homelessness service aimed at responding to or preventing homelessness. Dependents, such as children, are also clients if they directly receive a service such as initial assessment and planning, meals or accommodation. If a dependant doesn’t directly receive a service they are known as a beneficiary.
17.Rental Assistance (94675)
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17.1What services are provided?
Private rental assistance provides broker services and time limited flexible funding to secure a new tenancy or stabilise existing tenancies in the private market. Private rental assistance comprises two components broker and flexible funding/ brokerage.
17.2How is the ‘number of new tenancies established or sustained’counted forthis activity in the service delivery tracking system?
Count each new tenancy established (to address homelessness) or sustained (to prevent homelessness) for households provided with Private Rental Assistance during the monthly reporting period.
17.3What is the definition of ‘number of new tenancies established or sustained’?
A tenancy is defined as the provision of a period of accommodation to a household.
New households assisted to establish or maintain a tenancy per year.A household may be an individual aged 16 years and over or a group of two or more people, whether related by family or other relationship.
18.Homeless Grant Funding – Leasing (Head Leasing) (94827)
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18.1What services are provided?
Head leasing involves the leasing of properties on the private market by registered housing agencies who in turn sub lease these properties to people at risk of or experiencing homelessness.
18.2How is the ‘number of new tenancies established or sustained’ counted forthis activity in the service delivery tracking system?
Count each new tenancy established (to address homelessness) or sustained (to prevent homelessness) placed into a tenancy involving a head leased property during the monthly reporting period.
18.3What is the definition of ‘number of new tenancies established or sustained’’?
A tenancy is defined as the provision of a period of accommodation to a household.
New households assisted to establish or maintain a tenancy per year.A household may be an individual aged 16 years and over or a group of two or more people, whether related by family or other relationship.
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© State of Victoria, Department of Health and Human ServicesJune2017.
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Homeless Activities-Performance-Reporting-FAQs June 20171