Part C: Application Information for the
Community Investment Programme –
Indigenous Community Links
1
Preface
On 18 September 2013, the Department of the Prime Minister and Cabinet (the Department)
became the responsible agency for the majority of Indigenous policies and programmes, including
Indigenous Community Links.
The Department of the Prime Minister and Cabinet (the Department) has a suite of documents (the
Programme Guidelines Suite) which provide information relating to programmes. They provide the
key starting point for parties considering whether to participate in a programme and form the basis
for the business relationship between the Department and the funding recipient.
They are:
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Part A: Programme Guidelines which provides an overview of a Programme and the
Activities relating to the programme;
Part B: Information for Applicants which provides information on the Application,
Assessment, Eligibility, Selection and Complaints processes; and Financial and Funding
Agreement arrangements.
Part C: Application Information provides specific information on the Activity, Selection
Criteria, Performance Management and Reporting. This part should be read in conjunction
with the Standard Terms and Conditions.
The Application Form which is completed by applicants applying for funding during a
selection process.
These ‘Part C’ Guidelines provide the framework for the implementation and administration of
Indigenous Community Links (formally known as Community Support Service), including:
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The purpose of the Indigenous Community Links Funded Activity;
The responsibilities and accountabilities of Indigenous Community Links providers and the
Department;
Guiding principles and values;
Governance arrangements; and
Service delivery and performance expectations.
The Department reserves the right to amend these documents from time to time by whatever
means it may determine in its absolute discretion and will provide reasonable notice of these
amendments. Readers are advised to note version changes and where they have queries to check
with their Departmental contact point.
Contents
PREFACE
……………………………………………………………………………………………………
2
1
PROGRAMME OVERVIEW - Community Investment Programme …………………..
4
1.1
PROGRAMME OUTCOMES ………………………………………………………………………….
4
1.2
AIMS & OBJECTIVES ………………………………………………………………………………. 4
2
ACTIVITY OVERVIEW - Indigenous Community Links ……………………..…….
2.1
AIMS AND OBJECTIVES …………………………………………………………………………. 5
2.2
PARTICIPANTS/CLIENTS/RECIPIENTS/TARGET GROUP…………………………… 5
2.3
SERVICE PROVIDER ELIGIBILITY …………………………………………………………….. 5
2.4
FUNDING FOR THE ACTIVITY …………………………………………………………………. 6
2.5
ELIGIBLE ACTIVITIES ………………………………………………………………………………. 6
2.6
ACTIVITY LINKS AND WORKING WITH OTHER AGENCIES AND SERVICES… 8
2.7
SPECIALIST REQUIREMENTS ………………………………………………………………….. 8
2.8
INFORMATION TECHNOLOGY ……………………………………………………..………… 8
2.8
ACTIVITY PERFORMANCE AND REPORTING …………….…………………………….. 9
3
APPLICATION PROCESS ………………………………………………………………………… 10
3.1
OVERVIEW OF THE APPLICATION PROCESS …………………………………………… 10
3.2
HOW TO SUBMIT AN APPLICATION ………………………………………………………. 10
3.3
ASSESSMENT TEAM …………………………………………………………………….………… 10
3.4
SELECTION CRITERIA ………………………………………………….……………………….... 11
3.5
QUESTIONS AND ANSWERS DURING THE APPLICATION PERIOD ……………. 12
3.6
QUESTIONS AND ANSWERS AFTER THE APPLICATION PERIOD ………………..
3.7
APPLICATION ACKNOWLEDGEMENT ………..…..………………………………………. 12
3.8
ANNOUNCEMENT STRATEGY AND FEEDBACK ….……………………………………..
4
CONTACT INFORMATION ……………………………………………………………………. 13
5
FURTHER INFORMATION ……………………………………………………………………. 14
5
12
13
Programme overview
The Community Investment Programme aims to strengthen communities and promote social
inclusion and participation of vulnerable people in community life. The Programme provides grants
and funding to not-for-profit organisations to develop solutions and deliver responsive and
integrated services that meet local community needs.
The Community Investment Programme consists of four service delivery strategies:
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Community Capacity Building Projects
Volunteer Grants
Indigenous Community Links (formerly known as Community Support Service)
National Secretariat.
These strategies aim to build the capacity of communities and organisations to be able to identify
and address local community needs, facilitate partnerships that result in better services and service
integration, assist volunteers, develop strategies to increase awareness of access to services, and
support organisations in the delivery of services to people.
The Australian Government is providing approximately $43 million in 2013-14 for the Community
Investment Programme.
1.1
Programme Outcomes
Improved capacity for vulnerable people and communities to participate economically and socially,
and to manage life transitions through targeted support services and community capability building
initiatives.
Programme intermediate outcomes will be achieved by:
Improving social inclusion through:
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Increased economic and social participation of vulnerable and disadvantaged people;
Improving responsiveness of service networks to better address the needs of vulnerable and
disadvantaged people; and
Increasing the capacity and sustainability of local service networks.
Service delivery immediate outcomes will be achieved by:
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1.2
Improving the engagement of vulnerable and disadvantaged people in their communities;
Providing more inclusive and integrated services and local service networks;
Maximising volunteering participation in communities; and
Maximising mentoring and leadership development within communities.
Aims and objectives
The Community Investment Programme aims to provide grants and ongoing funding to improve the
responsiveness and integration of local community services to increase participation of vulnerable
people in community life.
2
Activity Overview
Indigenous Community Links is designed to support Indigenous community members and their
families by providing links and referrals to a range of mainstream and Indigenous services, such as
welfare and social support, employment, family violence, health (including drug and alcohol
services), legal, child care and housing. Services also encourage the development and fostering of
relationships with other service providers by promoting access and pathways to their services,
including through the provision of Internet access.
As at September 2013, Indigenous Community Links operates through a network of 65 not-for-profit
organisations, in 88 locations/clusters, representing more than 180 Indigenous communities across
Australia.
2.1
Aims and objectives
Indigenous Community Links provides better linkages between Indigenous people and community
services and helps in closing the gap between Indigenous and non-Indigenous Australians by
facilitating access to community services and information.
Indigenous Community Links aims to deliver:
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Sustainable outcomes through supported referrals and advocacy for Indigenous clients;
Information and referrals for Indigenous clients to service programmes across a range of
mainstream and Indigenous specific services, e.g. legal, funeral, health, family violence,
safe houses, drug and alcohol;
Individual capacity and skills to access services and their related outcomes, e.g.
employment or training; and
Greater use of the Internet to access information.
Indigenous Community Links aligns with the Service Delivery Principles for Services for Indigenous
Australians.
(Refer: http://www.dss.gov.au/our-responsibilities/indigenous-australians/programsservices/closing-the-gap/closing-the-gap-national-indigenous-reform-agreement#A_1 )
2.2
Participants/clients/recipients/target group
The target group for this activity is Indigenous community members and their families in the
selected Indigenous Community Links locations. Indigenous people who do not live in the selected
locations may also access the service.
2.3
Service provider eligibility
To deliver Indigenous Community Links, service providers approached to apply must be not-forprofit and one of the following entity types:
a) Incorporated Associations (incorporated under State/Territory legislation, commonly have
'Association' or 'Incorporated' or 'Inc.' in their legal name);
b) Incorporated Cooperatives (also incorporated under State/Territory legislation, commonly
have "Cooperative' in their legal name);
c) Companies (incorporated under the Corporations Act 2001) - (limited by shares or by
guarantee);
d) Corporations (Aboriginal and Torres Strait Islander Act 2006);
e) Organisations established through a specific piece of Commonwealth or State/Territory
legislation (many public benevolent institutions, churches, universities, unions etc);
f) Partnerships;
g) Trustees on behalf of a Trust; or
h) Local Governments.
The following categories are not eligible to apply for this funding:
a)
b)
c)
d)
e)
Bodies that are not legal entities;
Commonwealth/state/territory government departments;
Individuals;
Third parties seeking funds on behalf of others; or
For-profit organisations.
There are no circumstances where these requirements can be waived.
To be eligible to apply for Indigenous Community Links, service providers will also have the support
of the local Indigenous community and must be able to:
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provide a culturally acceptable and readily accessible place for Indigenous people to access
Indigenous Community Links;
provide Indigenous community members with information and referrals;
provide Indigenous community members with access to free internet services;
provide other related support to Indigenous people to access services; and
develop and maintain relationships and linkages with other indigenous and mainstream services.
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2.4
Funding for the activity
Total funding for Indigenous Community Links over the three years from 2012 to 2015 is
$42 million.
The funding available (GST exclusive) under this restricted selection process for the
Kalgoorlie/Coolgardie region up to 30 June 2015 is:
Location
2013/14
2014/15
Total
Kalgoorlie/Coolgardie
$125,246
$166,682
$291,928
2.5
Eligible activities
Indigenous Community Links providers will have the support of the local Indigenous community and
must deliver the following activities:
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Provide a coordinator and other staff, as appropriate to the location.
Provide a culturally acceptable and readily accessible place for Indigenous community members
to access Indigenous Community Links. Services are to be provided for hours suitable to the
needs of the location, taking into account any outreach/mobile service and/or Indigenous
Community Links related out of office work, as required.
Provide Indigenous community members with information and referrals to assist access to a
range of mainstream and Indigenous specific services and other community support
programmes, such as legal, funeral, counselling, employment, health, family violence, safe
houses, and drug and alcohol.
Provide other related support to Indigenous community members to access services, as
required, such as advocacy and attending appointments, and building individuals’ capacity by
assisting clients to understand forms, confirming formal identification for employment purposes,
etc.
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Provide Indigenous community members with access to free Internet services at Indigenous
Community Links service sites during opening hours, including from outreach/mobile services,
where possible.
Develop relationships and linkages with service providers to support referrals and to facilitate
access and pathways for Indigenous people and their families to mainstream and other
Indigenous services. This includes advocacy and community engagement on behalf of Indigenous
Community Links, as required.
Ensure Indigenous Community Links staff attend at least one (regional or state) provider forum
per year as organised by the Department.
Handle all complaints in line with the Australian Complaints Handling Standards – ISO AS100022006. (Refer: http://infostore.saiglobal.com/store/Details.aspx?productID=341668)
Additional guidance about these activities is provided at Section 5 – Further Information.
2.5.1 Use of funding
Indigenous Community Links funding must be used in accordance with the service provider’s
Funding Agreement and Terms and Conditions, and may include:
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Employee salaries and on-costs (full-time and/or part-time) to provide Indigenous Community
Links across specified service sites, including outreach/mobile services, administrative support
and Indigenous Community Links related activities;
Operating expenses directly related to providing Indigenous Community Links, including office
materials, utilities, insurances, telephones, bookkeeping and audit;
Travel and/or vehicle leasing/purchase - any single items over $10,000 (GST inclusive) requires
approval from the Department;
Non-capital items relating to Indigenous Community Links premises, including consideration of
additional service sites, appropriate to the funded location/s (e.g. rent, furniture, office
equipment, minor repairs/maintenance and insurance);
Items to assist to make service areas inviting (e.g. water coolers, books/publications, children’s
toys, Indigenous artwork);
Purchasing additional equipment (office equipment, computers, laptops, mobile phones for
coordinators, stationery) - any single item over $10,000 (GST inclusive) requires approval from
the Department;
Computer/software upgrades and security protection in relation to provision of Internet access
for clients;
Developing and producing Promotional materials (e.g. signage, posters, brochures, banners,
resource kits, badging).
Community activities (Barbeques/ luncheons, sporting events, exhibitions, opening days,
attending events including NAIDOC);
Training/study and related materials to assist staff in their capacity to provide Indigenous
Community Links to the community (e.g. dealing with aggressive clients, baseline counselling/
social/grief support, cultural awareness, submission/application writing, stakeholder
engagement/management);
Attendance at relevant conferences/forums;
Excursions (staff and/or clients to go on outings/excursions e.g. NAIDOC events, meetings,
health days, Elder/men/cultural events);
Lectures (guest speakers/lectures on various topics for staff and/or clients); and
Programmes/classes/groups, either conducting and/or coordinating (e.g. parenting programme,
cooking classes, financial management/budgeting programmes, yarning groups, men’s groups).
Indigenous Community Links funding must not be used for:
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Costs that are not directly and specifically related to Indigenous Community Links, e.g. ongoing
employee wages, rent, overheads and administrative costs of other existing operations not
connected with Indigenous Community Links;
Purchase or lease of capital assets;
Overseas travel;
Relocation costs; and
Retrospective costs, including any costs incurred in the preparation of an Application.
Annual budget information is required in Part 5 of the Indigenous Community Links Application
Form.
2.6
Activity links and working with other agencies and services
The Indigenous Community Links coordinator and staff must develop relationships and linkages with
service providers to support referrals and to facilitate access and pathways for Indigenous people
and their families to mainstream and other Indigenous services. This may include advocacy and
community engagement on behalf of Indigenous Community Links, and working with community
organisations and/or community groups as a means of promoting and/or providing Indigenous
Community Links to client groups.
Engagement with end-service providers may be required on a range of levels to help facilitate
pathways and build more effective relationships and positive service responses on the part of endservices with Indigenous clients. The use of specific tools or mechanisms for facilitating this
interagency work, such as a register, database or training workshops, is at the discretion of service
providers.
2.7
Specialist requirements (eg: Legislative requirements)
Referrals for children under sixteen years of age
Referrals can be made for children less than 16 years through Indigenous Community Links. Service
providers must comply with any applicable legal requirements in the locality in which they operate.
These legal requirements include, but are not limited to, any applicable state and territory legislation
about working with children. Service providers must ensure that all staff or volunteers have the
relevant Working with Children checks, as required.
Indigenous Community Links providers must also meet funding agreement obligations regarding
police checks.
2.8
Information technology
Indigenous Community Links providers must ensure that information technology is adequately
protected with appropriate software and is compliant with the Government’s secure and safe
Internet standards. Information about these standards is published at
http://www.staysmartonline.gov.au.
Indigenous Community Links providers must provide clients with access to free Internet services
when service sites are open to the public. Mobile workstations and/or laptops may be used either
within the Indigenous Community Links service site or for use with outreach or mobile services.
Service providers may also assist clients with using the Internet. This may include:
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Helping clients to find information;
Showing clients how to use search engines; and/or
Navigating around the Internet.
Security of information
Indigenous Community Links providers are required to store records in a secure place and dispose of
them in an appropriate manner. A copy of all reports and records or account books in original form
must be retained in accordance with the Funding Agreement Terms and Conditions (May 2011)
which can be found at: http://www.dss.gov.au/grants-funding/general-information-onfunding/terms-and-conditions-standard-funding-agreement .
Service providers must ensure that records containing personal information are retained for five
years following the expiration of the funding agreement.
2.9
Activity performance and reporting
Indigenous Community Links providers must report at least every six months about the use of, and
client satisfaction with, the provision of Indigenous Community Links.
The six monthly reports provide the Department with information to allow assessment of the
effectiveness of the programme in meeting its objectives at the national and regional level.
Reporting is also used by the Indigenous Coordination Centre and/or the State and Territory Office
network to monitor the activities of service providers on an ongoing basis. The information is used to
assist service delivery improvement and to inform the Department of any performance-related
issues.
Data collected includes Key Performance Indicators of:
(1) Percentage of individuals seeking services that indicated the assistance received from Indigenous
Community Links met their needs - target 70%.
(2) Percentage of individuals that indicated they were satisfied with the service provided (including
service location and accessibility) by Indigenous Community Links – target 70%.
(3) Percentage of individuals seeking services that indicated that the service provided by Indigenous
Community Links was culturally appropriate - target 70%.
Indigenous Community Links providers must provide Activity Work Plans and
Performance Reports using tools provided by the Department. Service providers may be
asked to report progress against Activity Work Plans, according to programme
requirements and reporting milestones outlined in the Funding Agreement. Periodically
examples of good practice service delivery and/or de-identified good news stories may be
sought from service providers. The Department may also conduct site visits and make
contact via telephone or email to ensure service delivery activities are on-track.
Indigenous Community Links providers must also collect de-identified data on a daily basis about
their interactions with clients. All client interactions need to be recorded, irrespective of the end
result. Any information and/or direction given that assists an individual to access services should be
counted. There is no minimum level of involvement. This may range from assistance provided to
individuals at Indigenous Community Links sites to the provision of information in group settings
such as community meetings or events.
Annual financial reporting (including an annual acquittal of funding via an independently audited
financial report endorsed by the organisation’s Board of Directors, and provision of the
organisation’s annual report) is required by 31 October.
The Department may periodically undertake or commission programme evaluations and reviews to
ensure programme outcomes are met through quality, efficient and effective services. Where input
is sought from Indigenous Community Links service providers in relation to an evaluation or review,
the Department will notify them of:
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the intention to conduct an evaluation;
the focus of the evaluation;
who is conducting the evaluation;
the time period in which it is to be conducted; and
where appropriate, the involvement sought.
3
Application Process
3.1
Overview of the application process
The selection process for one organisation to provide a Community Links service in the
Kalgoorlie/Coolgardie region is a restricted selection process. The need for this restricted selection
process has arisen because the current provider ceased Indigenous Community Links service delivery
as of 30 September 2013.
This approach has been selected as the most appropriate as it will target only those mainstream and
Indigenous organisations that can demonstrate:
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genuine connection and effective service to Indigenous communities; and
capacity to assist members of the Indigenous community to link up with, and obtain referrals
to, Indigenous and mainstream social support information and services.
The restricted selection process for the provision of Indigenous Community Links in
Kalgoorlie/Coolgardie will open 20 December 2013. Applications will close on 24 January 2014.
The restricted approach will involve selected organisations being contacted and offered the
opportunity to submit an application and being provided with an Application Pack consisting of:
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3.2
Indigenous Community Links 2013-2015 Application Form;
Programme Guidelines; and
The Funding Agreement Terms and Conditions.
How to submit an application
Completed applications will need to be submitted electronically or in hard copy by the closing date
and late applications will not be considered.
Completed applications must be emailed to: PerthICC@dss.gov.au
or posted to:
Indigenous Community Links – Tender Box, Private and Confidential
Department of the Prime Minister and Cabinet
PO Box 9820, PERTH WA 6848
3.3
Assessment Team
The Assessment Panel will assess applications primarily on the information provided in the
Application Form. The Assessment Panel will comprise two people consisting of representatives
from National Office and/or the WA State Office or the local Indigenous Coordination Centre
Agreement Manager in the specified location.
3.4
Selection Criteria
The applicant will be required to submit an Application Form addressing the following three
selection criteria.
1.
Demonstrated ability to develop and deliver community services to Indigenous people in the
nominated communities (specify the locations/clusters). (Weighting 35%)
Describe your organisation's experience in developing and delivering community services to
Indigenous people and their families in the location being applied for: All examples provided
should be based on experience within (specify the locations/clusters) only.
(a) Tell us what services you have developed and/or delivered and to which communities.
(b) What were the outcomes, including how your service/s benefited Indigenous members of
the community?
(c) Tell us how you ensured staff awareness of cultural sensitivities in delivering services.
(d) How did you manage service delivery and monitor results?
2.
Demonstrated capacity to deliver the required community services in the nominated
communities (specify the locations/clusters). (Weighting 40%)
Explain how your organisation would provide access to information and referrals to services,
for the location/s you are proposing to service – including:
(a) The existing relationships your organisation has with local mainstream and Indigenous
service providers you will need to provide information about and to make referrals to?
(b) How would your coordinator use existing connections to the Indigenous community to
promote the service and directly provide information to clients?
(c) How would your coordinator build on existing relationships to create pathways for clients
to access services from these other providers through your referrals or links?
(d) Please describe how you would address the following issues for your proposed delivery
model, in particular noting any existing culturally appropriate premises and staff that would
be used to deliver the service:
How and where would you provide access to the Internet?
What experience and skills will your proposed coordinator/s have including existing
connections to the Indigenous community if any?
What support will your organisation provide to the coordinator/s, including training,
professional supervision and dealing with any complaints about the service?
(e) How does your organisation propose to commence delivery of this service within 6-8
weeks of funding including establishment of culturally appropriate delivery location and
staff?
Note that all examples provided should be based on experience within (specify the
locations/clusters) only.
3.
Demonstrated ability to connect with Indigenous people and their families in the nominated
communities (specify the locations/clusters). (Weighting 25%)
Tell us how your organisation intends to connect with local Indigenous people to inform
them about broader community services in the proposed service location/s in a culturally
sensitive way:
(a) Provide details of cultural sensitivities that could arise in providing the service and how
you would deal with these.
(b) Describe how your organisation would use existing cultural networks or other networks to
help connect Indigenous people and their families to other support services.
(c) Provide details of how your organisation will engage with all Indigenous community
members and their families in the proposed service location.
3.5
Questions and Answers during the application period
The Department will only respond to requests for information that seek clarification of issues to
allow potential applicants to better understand the requirements of the Application Form and
Programme Guidelines.
Answers to any questions will be supplied to all applicants equally throughout the selection process.
Questions can be submitted by email to PerthICC@dss.gov.au.
3.6
Questions and Answers after the application period
The Department will not accept or respond to any applicant’s requests for information or
correspondence about the status or progress of their application during the assessment phase.
3.7
Application acknowledgement
Unless prior agreement has been reached with the Department an application will not be considered
lodged until it is received by the Department. Receipt of all applications (email and hardcopy) will be
acknowledged within (2) days of the application period closing.
3.8
Announcement strategy and feedback
Applicants will be advised in writing by no later than 14 February 2014 whether they have been
successful or unsuccessful in their application. Unsuccessful applicants will have the opportunity to
request feedback on their application by emailing a request to PerthICC@dss.gov.au.
4
Contact information
The Department is responsible for overall programme management and ongoing policy development
of Indigenous Community Links.
For more information about Indigenous Community Links, you can email the Department at
indigenouscommunitylinks@dss.gov.au or telephone (02) 6146 3353.
5
Further information
Additional related support to access services
Indigenous Community Links may provide other support to clients to access services as part of
linking them to services and/or building individual’s capacity to engage with services. This may
include, but are not mandated or limited to:
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Advocacy;
Assistance with making and/or attending appointments;
Assistance with understanding, completing and/or lodging forms;
Assistance with confirming formal identification in order to access services (e.g. seeking
employment, opening a bank account, etc); and/or
Use of telephone, fax, printer.
Rules around the use of telephone, fax and printers should be set out in clear printed signage and
communicated to clients, to ensure fairness and reasonable use of the organisation’s resources.
Other than in exceptional circumstances, use should be restricted to that related to accessing
services and supporting the assistance provided under Indigenous Community Links.
Coordinator and staff
Indigenous Community Links providers should consider the following (where applicable) as part of
providing appropriate people to deliver the service knowledge and understanding of a broad range
of indigenous specific and mainstream services/programmes within the local area and be able to
advise clients on options available.
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mix of full and/or part time staff required to best fit the Indigenous Community Links
provision hours, including across multiple service sites and/or Indigenous Community Links
out-of-office activity where appropriate to community needs.
mix of male and/or female staff required to best meet community needs.
formal mentoring, training and support for coordinators. Indigenous Community Links staff
must attend at least one (regional or state) provider forum per year as organised by the
department. The department will provide some specific training through provider forums
and standard provider support materials.
occupational health and safety regulations and any other relevant legislation relating to all
staff and client safety, including appropriateness of premises and layout, and provision of
out-of-office services.
Use of volunteers
Indigenous Community Links providers may wish to engage volunteers as an additional resource.
Organisations such as Indigenous Community Volunteers and Volunteering Australia can assist with
matching volunteers with organisations.
Indigenous Community Links providers that utilise volunteers must have policies and procedures in
place for their involvement. The national standards for involving volunteers provide a basis for
identifying the main activities that typically occur in organisations that involve volunteers.
Culturally acceptable services
Understanding:
Indigenous Community Links providers and staff should have a strong awareness across Indigenous
cultures, customs, language, knowledge of family/kin groups, tribal boundaries and have an
understanding of Indigenous history within their region. For cases dealing with Indigenous transient
populations, efforts should be made to network with other Indigenous Community Links locations
that may be able to offer assistance. All Indigenous Community Links staff should be trained (as
needed) in cross cultural issues and awareness.
Cultural respect:
Indigenous Community Links providers and staff must ensure that they respond to the cultural
diversity, rights and values of Indigenous Australians and are respectful in the delivery of a culturally
appropriate service. Some contributing factors to cultural appropriateness may include providing a
safe and welcoming first point of contact with a local Indigenous person.
Indigenous materials and imagery: Indigenous materials and imagery should be in clear view, and
may include:
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Nationally produced material – such as Indigenous Community Links specific brochures and
posters, NAIDOC/Reconciliation week posters.
Indigenous magazines/publications – such as (not limited to) copies of the Koori Mail,
National Indigenous Times, NewsLines and Deadly Vibe. Imagery – art work, newspaper
articles and photography (where acceptable).
Providing a child friendly space – such as a box of toys available for children of clients, and
display books by appropriate publishers.
Providing complimentary tea and coffee facilities.
Signage and branding: Effective signage and branding of physical service sites is an important
element of providing a culturally appropriate and easily accessible place, from an
‘identifiable’ perspective.
The Department’s minimum standards and expectation for signage of service sites include:
Signage on the service site near the entrance (e.g. front door or window) must display the words
‘Indigenous Community Links’.
Permanent and highly visible external signage. Signage must clearly display the words ‘Indigenous
Community Links’ preferably with an Indigenous theme and list the standard opening hours.
Portable sandwich board style signage is acceptable but must be placed in a location that can be
visible on the street and should be displayed during opening hours.
Ideally, wherever possible, dedicated shopfront and client interaction spaces should be provided
within the Indigenous Community Links service site, including for the provision of free Internet
access. Cultural appropriateness, accessibility and privacy needs must be considerately addressed.
Indigenous Community Links providers must brand and promote Indigenous Community Links as a
separate entity within their organisation and in a culturally appropriate manner. This is particularly
important where the organisation also provides other services. It must be clear that Indigenous
Community Links is available from the service site premises, particularly if provided alongside other
services.
For provider organisations with public websites, it is expected that the website will provide
reference to and information about the organisation’s provision of Indigenous Community Links and
that the information is kept current.
Free access to Internet services
Free Internet access via computer(s) must be available to Indigenous people and their families at
Indigenous Community Links delivery points, including with outreach/mobile services, where
possible.
Access to the Internet should be available at all times that the service sites are open to the public.
Computer terminals should be easily accessible and appropriately located, such as a small public
work station area within the Indigenous Community Links service site. Other avenues could also be
considered such as the use of laptops, either within the Indigenous Community Links service site or
out on community visits.
The number of computers required is not stipulated. It is the responsibility of the provider to decide
what is needed to meet client demand and to be flexible to meet changing demand over time.
Internet access must be compliant with the Government’s secure and safe internet standards
(available at http://www.staysmartonline.gov.au). Issues such as privacy laws and appropriate use
must be taken into account. Clients should formally accept their responsibilities with regards to
appropriate use as a requirement before being provided access. Procedures should be employed to
ensure fairness of usage time. Computer literacy is seen by the Government as an effective learning
tool that stimulates and encourages meaningful and effective creativity and learning. The use of the
Internet should also be viewed primarily as a tool for learning and information access. It is expected
that part of the Indigenous Community Links support to clients may include initial training and
assistance with using the Internet for information and referral purposes, and in building client’s
capacity to access and engage with end-services.
Marketing/promotional material
Indigenous Community Links providers must actively promote their service in their designated
locations. Promotion can occur via, and without being limited to: posters, brochures, forums,
meetings with local Indigenous groups, community meetings, networking with end service providers
etc. Providers may also find it useful to promote or network through local community events (e.g.
NAIDOC celebrations, sporting events, community days, etc).
Promotional and marketing material such as posters, brochures, Indigenous Community Links
letterhead and PowerPoint presentation slides for use at meetings and/or community forums can be
obtained by contacting your local Indigenous Coordination Centre or by emailing:
indigenouscommunitylinks@dss.gov.au
Service providers can utilise Indigenous Community Links artwork to make their own promotional
material however, the use of the Australian Government crest in isolation (i.e. on its own) is not
permitted. Providers can only use the Australian Government crest in conjunction with the images
in their entirety.
Media coverage:
Service Providers must keep their local Indigenous Coordination Centre and Funding Agreement
Manager advised of any media coverage relating to Indigenous Community Links.
Opening hours
Clear notice of service site opening hours must be advertised and communicated to the local
communities. Service hours should be expressed as minimums or as ‘at least x hours per week’ and
take into account that needs may vary over time.
The local Indigenous Coordination Centre has the discretion to seek further specification of service
hours through negotiation. This may relate to core differences of operating hours across different
sites/locations and/or outreach services.
It would be expected that at least one full time equivalent staff would be required, which may be
split across multiple locations and/or outreach. Any outreach services should be supplementary to,
and not at the expense of, service to the core locations. The splitting of service availability across all
sites should be in agreement with the local Indigenous Coordination Centre.
The Department acknowledges that related deliverables, such as building relationships with local
service providers, may at times impinge upon the ability to keep the service site(s) open to the
preferred hours or as specified in the funding agreement. The expectation is that this is the
exception and should not become a default position over prolonged periods.
Any trialling of outreach services should be discussed with the local Indigenous Coordination Centre,
with an agreed timeframe for decision as to whether the outreach is to be formalised. This will be
referenced as part of serviced locations within the Funding Agreement.
It is also acknowledged that community events such as Survival Day, NAIDOC and Reconciliation
Week and/or customary traditions/requirements such as sorry business, men’s and women’s
business may impact upon opening hours.
Outreach services
Indigenous Community Links providers must service the regions and locations outlined in their
Funding Agreement. Providers should develop an effective service model that best provides
coverage across the communities within the location/cluster.
If a provider wishes to provide services or outreach to another locality, this may occur with the
written consent of the local Indigenous Coordination Centre.
If this outreach service to outlying areas remains a permanent component of service delivery, this
must be included as part of the Funding Agreement. Service providers should consult with the local
Indigenous Coordination Centre if unsure about specific geographic boundaries.
Providers should not expect that all local people will immediately come into areas or to a site that
traditionally has not been accepted as places where people would frequently go. Being prepared to
offer mobile services, going to where people congregate and live can also be an effective way to
engage with the community.
Service provision
Service providers are to adopt a service model that is achievable within the available resources,
meets the local community needs and supplements and supports the existing local service network.
Information and referrals can range from providing brochures/pamphlets/fact sheets or contact
details of end-service providers to arranging appointments and providing advocacy. The level of
assistance required will depend on a range of issues, including complexity, timeframe and required
steps, and the individual’s capacity.
Some individuals may require assistance over an extended time period with ‘supported referrals’
across a range of needs. Support may include such related assistance as attending appointments,
advocacy and post appointment follow-up. The level of support provided is at the discretion of
service providers and what is manageable within their available resources.
Support should not extend to ongoing intensive case-coordination/management services. There is
no expectation that Indigenous Community Links staff can know all the details about other
programmes offered by end service providers, but rather their role is to provide support and
assistance for clients to find the right connections into those other services. Although Indigenous
Community Links providers may be aware of gaps in end service delivery, it is not the role of
Indigenous Community Links providers to provide detailed specialist advice on services provided by
other agencies or to fill service gaps. By filling service gaps (such as transport), providers may leave
themselves liable to insurance or legal issues.
Service providers are encouraged to create networks or liaise with other providers in order to
improve service gaps. Providers should work with community organisations, federal, state and/or
local government agencies to investigate options and where possible to collaboratively provide
solutions.
Privacy and Confidentiality
The Privacy Act 1988 (Commonwealth) governs the manner in which personal information is handled
by Government agencies and non-government organisations. As a condition of funding, Indigenous
Community Links providers are required to abide by Australian Government requirements relating to
privacy and confidentiality. Refer to the Funding Agreement Terms and Conditions (May 2011) and
Part B: Information for Applicants.
Dealing with Unpredictable/Irate Clients
Indigenous Community Links providers have discretion when faced with a client/person who is
violent or acting in an anti-social manner. The provider may refuse service until such a time that the
individual is behaving in an acceptable manner. It is up to the discretion of the Indigenous
Community Links provider if this client can be assisted at a later time.
Transport assistance
For communities where public transport options are limited, service providers are encouraged to
work with other service providers, community organisations, local and/or state government
agencies to investigate options and where possible, to collaboratively provide solutions.
Under exceptional circumstances, the provision of transport assistance may be warranted to enable
clients to access services or attend related appointments/interviews. Vehicles purchased or leased
as part of Indigenous Community Links delivery may be used for this purpose. Private vehicles
should not be used to transport clients.
Indigenous Community Links providers are not mandated to, or responsible for, filling service gaps
and must be aware of possible insurance liabilities, legal issues, and occupational health and safety
and resource implications of delivering services that fall outside those specified under the
Indigenous Community Links Funded Activities.
The provision of any additional activities is at the discretion of the service provider and must be
managed within existing funding.
Use of the name ‘Indigenous Community Links’
The name ‘Indigenous Community Links’ should not be varied. Providers may add a local Indigenous
title to provide a locally identifiable name that may reflect the organisation and/or local community,
but it must always be used in conjunction with the primary name of ‘Indigenous Community Links’.
This includes references and use in all materials and media, including signage, print materials and
electronic media (such as the organisation’s website).