South Australian Government Universal
Access and Inclusion Guidelines
1. OVERVIEW
What is social inclusion?
We all agree everyone deserves a fair go. Much government and community effort has gone into creating a
South Australia where everyone’s basic needs are met and they are able to participate in all aspects of our
society. This is currently called ‘social inclusion’ but many people understand it in terms of belonging and how
connected they feel to the people, community and society around them.
We now know how important these connections are - not just for an individual’s wellbeing and resilience - but for
the health, safety and productivity of our whole community. Connections with family and friends are the first
bonding relationships for an individual but networks beyond this that are generated by employment, education,
sport and other public activities that create crucial bridges across different groups in the community.
We also know that some individuals and groups in our society experience particular disadvantage due to factors
such as low socio-economic status, race, disability, culture or language background, location or gender. Social
inclusion research has added another layer to this understanding in that the combination of these factors sets up
a complex, reinforcing cycle which is the cause of multiple disadvantages for some people.
Aims and Objectives
To achieve social inclusion we aim to:

reduce disadvantage

increase economic and social participation

give people a greater voice in decision making combined with greater responsibility.i
This approach aims to build the resilience of individuals and families through supporting their participation.
Participation is crucial not only to the individual’s sense of worth and belonging but to the wellbeing of our society
and economy.
Our Obligations
Social inclusion is about human rights and there is a range of human rights legislation that guides the work of
South Australian Government departments and other organisations. The relevant legislation includes:

the Equal Opportunity Act 1984, that seeks to prevent certain kinds of discrimination based on sex,
chosen gender, sexuality, race, disability or age

the Disability Services Act 1993, that provides for persons with disabilities to enjoy the same rights and
responsibilities as other members of the Australian community including the same right to the
assistance and support that will enable them to exercise their rights, discharge their responsibilities and
attain a reasonable quality of life
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
the Carers Recognition Act 2005, that seeks to recognise and support carers and their role in the
community

the Australian Government’s Racial Discrimination Act 1975, Sex Discrimination Act 1984, and Disability
Discrimination Act 1992 that prohibit discrimination on the basis of race, sex and disability respectively.

United Nations Convention on the Rights of the Child. Specifically, Article 12 that relates to the right of
children and young people to have an opinion and to be listened to, particularly in relation to the policies
and programs that impact upon them.
What groups need to be considered in relation to access and inclusion?
South Australian Government departments and non-government organisations have developed knowledge about
the groups of individuals and families who may need support to access their particular services.
There are groups that are consistently identified in Australia as being at risk of social exclusion. These include:

low income people experiencing financial hardship

homeless people

children and young people at risk of long term disadvantage including, for example, young people under
the Guardianship of the Minister and/or those linked to the juvenile justice system and those not
supported to be positively engaged in learning or earning pathways

Aboriginal and Torres Strait Island people

people living with mental illness

people living with disability

communities experiencing concentrations of disadvantage and exclusion

jobless families

low skilled adults who are at greater risk of unemployment

vulnerable new arrivals and refugees

people experiencing multiple disadvantage.1ii
There are also other groups that have long experienced discrimination in accessing services or social barriers to
their participation, such as Lesbian, Gay, Bisexual, Transgender, Intersex or Queer (LGBTIQ) people or people
with low literacy levels and consequently are at risk of social exclusion.
Factors such as remoteness or gender can also create or exacerbate disadvantage and social exclusion.
It is important to note that while groups can be identified as disadvantaged, not all individuals belonging to them
will be disadvantaged.
1
This is not an exhaustive list of groups that may experience disadvantage and exclusion.
2
Principles of social inclusioniii
International evidence and local experience tell us the most effective approaches to increase social inclusion are:
Building on individual and
community strengths
Making the most of people’s strengths, including the strengths of
Aboriginal and Torres Strait Islander peoples and people from other
cultures.
Building partnerships with key
stakeholders
Governments, organisations and communities working together to get
the best results for people.
Developing tailored services
Services that take into account each person’s different needs.
Giving a high priority to early
intervention and prevention
Heading off problems by understanding the root causes and
intervening early.
Building joined-up services and
whole of government solutions
Getting different parts and different levels of government to work
together in new and flexible ways to get better outcomes, solutions
and services for people.
Using evidence and integrated data
to inform policy
Finding out what programs and services work well and understanding
why, so that good ideas can be shared, improvement made and effort
put into the things that work.
Using locational approaches
Working in places where there is a lot of disadvantage and where
people do not have access to the same level of resources or services.
Planning for sustainability
Doing things that will not only help people with solving the problems
they face now but will help communities deal better with problems in
the future.
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2. PURPOSE OF THE SA GOVERNMENT
UNIVERSAL ACCESS AND INCLUSION
GUIDELINES
In order to advance social inclusion, services need to cater for all members of the South Australian community.
The Universal Access and Inclusion Guidelines (the Guidelines) are intended to support all departments to
achieve this.
The Guidelines provide a structure for our policy thinking and service planning and delivery that ensures no one
is disadvantaged in their access to our services.
The Guidelines are comprised of three elements:

inclusive leadership and governance

inclusive policies, programs and services

inclusive workforce.
For each of the elements, a number of criteria are listed. These are intended to assist organisations to assess
whether their policies, processes and culture support access and inclusion.
This assessment will help organisations identify the areas where they are performing well and those areas which
require strengthening. Organisations can use this information to develop an action plan to specify how they will
build on their strengths and how they will address their challenges.
The Cultural Inclusion Framework for the South Australian Government (2006) has informed the development of
the Guidelines. The Aboriginal Affairs and Reconciliation Division, Department of the Premier and Cabinet has
recommended that departments and organisations now use the Universal Access and Inclusion Guidelines to
assess how well they ensure access and inclusion for Aboriginal people and to improve their performance where
necessary. This work will complement agencies reporting requirements under the Cultural Inclusion Framework.
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3. CRITERIA TO CONSIDER FOR ACCESS AND
INCLUSION
3.1. Inclusive Leadership and Governance
This element focuses on how well an organisation’s leaders and staff at all levels promote access and inclusion
through the organisation’s policies and processes, and its culture.
It is also concerned with how well an organisation engages and appropriately involves the recipients and
intended recipients of its services in its governance processes. This particularly applies to involvement in
decisions about matters that affect them and in taking shared responsibility for those decisions.
Criteria

Leaders and staff model, in their work, the behaviours and attitudes that support
access and inclusion.

There are policies and statements in place that promote access and inclusion e.g.
cultural diversity and anti-discrimination policies, Aboriginal reconciliation
statement.

Processes are in place to communicate policies and statements to staff and to
promote and monitor compliance.

The training needs of the organisation are assessed and appropriate access and
inclusion training is provided.

The training needs of members of internal and external boards and committees
are assessed and appropriate access and inclusion training is provided.

There is an appropriate level of representation from disadvantaged and socially
excluded groups on relevant boards and committees and processes are in place
to:
o
determine how the representative(s) will be chosen and to provide them
with necessary support and training2
o
provide feedback to the group/community.
Issues to consider
2
Issues to consider include whether there needs to be training for the board, and having more than one representative at a
time on the board so they don’t feel isolated.
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3.2. Inclusive Policies, Programs and Services
This element is concerned with the extent to which an organisation’s programs and services are designed and
operated in a manner that reduces barriers to access and increases participation and inclusion.
Criteria
Policy and Program Development

Access and inclusion obligations are incorporated into the organisation’s policies.

Data is collected and reviewed to assess whether any eligible groups are not using
or are under-using services, and that services achieve outcomes that do not vary in
effectiveness depending on the background of the client.

Services are developed and delivered on the basis of fair treatment of clients who
are eligible to receive them given the criteria below.

Equity of Entitlement: all people who should be eligible for the service are able to
meet the eligibility criteria.

Equity of Access: all eligible people are able to access the service despite
differences in literacy, understanding of English, mobility, location or access to
social networks.

Equity of Outcomes: all eligible people achieve equitable outcomes.

The impact of new or changed policies and practices on disadvantaged and socially
excluded groups is considered.

Service delivery models mean the services are accessible to disadvantaged and
socially excluded groups.

Mainstream services have the flexibility to respond to the needs of all eligible
people - flexibility to provide additional assistance if needed or facilitate alternative
delivery arrangements.

Funding agreements for outsourced programs and service delivery incorporate
access and inclusion obligations.
Issues to consider
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Consultation & Engagement

Client groups and communities are engaged about matters that directly
affect them including the development of policy and legislation, the
implementation of programs and the delivery of services.

When community engagement processes are used:
o
there is clarity about why client groups and communities are being
engaged and this is made clear to them
o
the appropriate stakeholders are identified
o
the engagement process is based on a good understanding of
history and background
o
engagement occurs as early as possible
o
the engagement is genuine
o
the methodologies used encourage engagement.iv
Issues to consider
Accountability
Accessible information about clients’ rights is available to service
recipients or intended service recipients.
An accessible feedback and complaints system is in place that
encourages people to register complaints and raise concerns about
the performance of policy developers, program implementers and
service providers (including outsourced services).
Processes are in place to respond to concerns raised by clients.
Issues to consider
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Communication Processes

Communication processes ensure information is accessible to service
recipients and intended recipients. These include:
o
information in languages other than English as required
o
the use of readable print and compliance with AA or AAA web
standards
o
modified telephone-based services
o
formats relevant to the client group e.g. phone applications for
young people and letters for aged people
o
media channels relevant to the target group.

A policy on the use of interpreting and translating services is in place.

Service delivery staff are provided with written guidelines and/or training on
the use of interpreting and translating services.

There is explicit acknowledgement of important days/events for key client
groups (such as International Day of the Older Person, International Day for
People with Disabilities, NAIDOC week etc).
Issues to consider
Service sites

Service sites are welcoming, accessible and inclusive of all clients being
mindful of cultural, social, physical ability and other issues.

Service sites meet legislative requirements relating to access.
Issues to consider
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3.3
Inclusive Workforce
This element concerns the processes an organisation has in place to ensure that it has a workforce and
volunteers with the appropriate skills and diversity.
Criteria

A policy is in place that explicitly addresses all forms of discrimination in
the workplace.

Position descriptions require staff to have an awareness of access and
equity issues and human rights obligations.

The training needs of staff and volunteers are assessed and appropriate
access and inclusion training is provided.

Workforce planning processes are in place to ensure that the workforce
appropriately reflects the diversity of the client group.

Consideration is given to establishing identified positions for
disadvantaged groups in order to achieve desired outcomes.

Volunteer recruitment processes and supports are in place to ensure that
volunteers appropriately reflect the diversity of the client group.

There is explicit acknowledgement of important days/events for staff and
volunteers (such as International Day of the Older Person, International
Day for People with Disabilities, NAIDOC week etc).

Provisions are made for cultural/family/carer/volunteer obligations.

Workplaces are welcoming, accessible and inclusive of all staff and
volunteers being mindful of cultural, social, physical ability and other
issues.

Workplaces meet legislative requirements relating to access.
Issues to consider
Australian Government, Principles for social inclusion – everybody’s job, Australian Government Publishing Service, Canberra, 2008,
viewed 13 June 2013, http://www.socialinclusion.gov.au/sites/default/files/publications/pdf/social-inclusion-principles.pdf
i
ii
iii
Ibid
Adapted from Australian Government, The Australian Public Service Policy Design and Delivery Toolkit, 2009, p. 9.
iv
South Australian Government Better Together: Principles of engagement - a foundation for engagement in the community. 2013 viewed
13 June 2013 http://saplan.org.au/documents/better-together.pdf
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