Strategic Plan July 2013- June 2015
OUR MISSION
Carer Support aims to provide Carers with responsive, flexible and meaningful support in ways where mutual trust and respect are paramount. YOU CARE FOR SOMEONE, WE CARE FOR YOU
Principle of Service Delivery Carer Support will listen to what is important to Carers. Carer Support will attempt at every opportunity to provide a one-stop shop for Carers offering culturally appropriate service tailored to meet individual needs. In the delivery of services Carer Support will plan with the Carer and the person receiving care, the most appropriate ways for meeting their support needs and facilitate the agreed care. Carer Support will facilitate assistance in emergencies or unplanned situations. By supporting Carers to access services available in the Community, we will enhance the quality of the support options available and enable the Carer and the person being cared for to access these services in the most efficient and effective manner possible. Carer Support services will be delivered in the least intrusive manner possible.
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Principle of Service Delivery Carer Support recognises the rights of our consumers. This includes the right to access appropriate support services irrespective of personal opinions, beliefs, race or religion. We respect the rights of our consumers to privacy and confidentiality and will strive to uphold these rights in all our day-to-day dealings with all our consumers. Carer Support recognises that we must work within local communities to ensure that our consumers receive coordinated, flexible and reliable service delivery. Carer Support believes that to strengthen and extend our services we must be responsive to community needs through collaboration, evaluation and provision of grievance procedures. Carer Support seeks feedback on which to base our operations therefore be able to meet the needs of our consumers.
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Evaluation, Monitoring and Review The service is clear about its principles, aims and how these will be delivered and monitored. Regular satisfaction surveys, reviews and feedback on the services delivered will be undertaken. Regular review, on eligibility, equity guidelines and wait lists will be completed.
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Involvement, Collaboration and Partnership Carers from all local communities are effectively involved in the Organisation. The service works in partnership with all local agencies in support of Carers to have a voice as an individual and/or collectively. Support to all Carers is available. Projects are conducted in collaboration with other agencies and organisations
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Commitment to Flexibility When offering a break to Carers, Carer Support will work in partnership with the Carer and person being supported, in ways that are flexible, gives confidence and can be trusted Emotional support to Carers, either on a one-to-one basis or in a group, is sensitive to individual needs, confidential, offers continuity and is accessible to all Carers.
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Provision of Quality Carer Services All staff, and volunteers, are appropriately trained and supported. Information provided to Carers is comprehensive, accurate and appropriate, accessible and responsive to individual needs. Supporting Carers to care and maintain their own health and well-being by offering training, health and promotion and personal development opportunities responsive to individual needs commitment to service quality guidelines for Carer Support staff and volunteers.
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Carer Services — Strategic Steps Goal/Objective
Action
●Carers have access to self directed packages.
●Seek funding to extend degree of CDC Packages available to Carers and their families. ● Develop ongoing liaison with both Federal and State Governments to explore opportunities for CDC Carer Packages. Establish internal operational structures that enable CDC Packages to be administered and managed along side carers and their families.
Increase the marketing and promotional opportunities to reflect future directions in local, accessible Carer services.
● Identify the emerging and changing trends in Carer support needs
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Responsible Person/s
Time Frame
Management Team
June 2015
●All Carer Activities and groups that Carer Suppot offers are advertised. ●Incorporate Carers feedback into the website. ●Review our literature to ensure its accuracy and relevance. ●Enhance the office environment to maintain the Carer focus. ●Seek all opportunities to promote Carer Support
Management Team , Regional Managers and Team Leaders
July 2013 ongoing.
● Review and as appropriate offer a range of different support types for Carers. Update the Website Update Sharing Sheet formate and layout. Ehance current Social Media connections and links. ●Seek regular feedback from carers to ensure that what is being provided is meeting Carer need. Engage with a range of Governnment and Non-Government policy/service development forums or groups as appropriate
Management Team, I.T. and Information Officer, Quality Service Officer.
July2013 (Ongoing)
Carer Services — Strategic Steps Goal/Objective ●Develop the capacity to respond to the diverse and changing needs of Carers through innovative service delivery ●Share knowledge and ideas for innovation. ●To build upon all organizational resources to strengthen our capacity to develop innovations in service delivery.
Action
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Review the timing and feasability of relocating the Fullarton Office to smaller regionally based Offices. Maintain all existing regional service provider networks. Presentations to relevant and appropriate community service organisations. Partipate in relevant Carer focused forums, expos, conferences. Seek funding for statewide Past Carers Program and Working Cares program.
Responsible Officer Management Team, Regional Managers
Time Frame July 2014 and ongoing
Working Together and Communication - Strategic Steps Goal/Objective
Action
Responsible Officer
Time Frame
●Raise the profile of the organisation within the community in order to promote the services provided to Carers.
● Undertake a Re-brand of the organisation as a matter of priority
Board of Directors, Executive Management.
July 2014
●Ensure that Carer Support’s message is conveyed clearly
● Review our Publications, website, brochures ● Participate in all relevant Events, networks and forums
Management/ Promotions Committee, IT. And Information Officer, Quality Services Officer.
July 2014
● Building and strengthening partnerships and models between other services providers. Ensure appropriate, suitable and efficient services are provided.
● Explore opportunities to develop strategic partnerships with key stakeholders to increase opportunities to provide carer and community services statewide. ● Ensure Carers needs are considered by other service Providers. ● Networking within our area in relation to Carers.
Management, Regional Managers, Team Leaders.
June 2015
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Human Resource Management - Strategic Steps Goal/Objective ●Ensure that Volunteers are supported to develop their skills and knowledge
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Action ● Ensure that Volunteers are able to working within each of the different programs areas, ●Engage Volunteers to assist in support activities. ●Provide a range of training and development opportunities for Volunteers.
Responsible Officer Management Team, Volunteer Coordinator, Team Leaders
Time Frame July 2013 (Ongoing)
Human Resource Management - Strategic Steps Goal/Objective ●To have a workforce capable of meeting current and projected needs.
●To grow our skilled workforce to increase its capacity to be creative and innovative
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Action
Responsible Officer
Time Frame
●Ensure that HR policies are accurate and up to date and reflect current practice. ●Actively participate in Service Standard Audits
Management Team, Regional Managers Team Leaders
July 2013 Ongoing
● Inform and seek opportunities from current Funding Bodies for innovation and that this is reflected throughout future Tender submissions. ●Provide opportunities for staff to multi skill across other teams or work areas.
Management Team, Regional Managers Team Leaders
July 2013 ongoing
Administration and Finance - Strategic Steps Goal/Objective
Action
●To have a comprehensive and reliable system for data collection, analysis and reporting
● All staff to undergo training in how to effectively use the functions in TCM for current and future releases. ● Routine internal monitoring and analysis of all data. ●Trained staff including access to coverage of data system 5 days
Quality Services Officer and I.T./Information Officer. Management
June 2015 (Ongoing)
● To increase non government grant funding.
Executive Manager Service Innovation and Development.
July 2013 ongoing
Management Team
July 2013 ongoing.
Explore Business Service options for specific projects. Address implications for Fee for Services business.
●Apply for Grants from independent sources.
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Responsible Officer
Time Frame
Administration and Finance — Strategic Steps Goal/Objective
Action
●Ensure our fiscal management meets all relevant accounting standards.
●Maintain Board of Directors Finance Sub-Committee. which includes BOD approved budget
* Ensure the Administration and Finance Teams operate to full capacity and efficiency.
● Engage and inform staff about relevant program budgets
Responsible Officer
Time Frame
Board of Directors, CEO, Executive Manager Corporate services, Regional Managers.
July 2013 ongoing
Management Team
July 2013 (Ongoing)
CEO, Executive Manager Corporate services.
July 2013 (Ongoing)
● Continue to work with the external Auditor to ensure financial accountability compliance. ●Multi skilling of the Administration team to ensure that all organisational demands can be met ● Review Administration and Finance team operating structure to ensure flexible responses.
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Governance, Leadership and Planning - Strategic Steps Goal/Objective ●Provide advice to Policy makers in order to influence public policy in relation to Carers
Action ● Develop positive relationships with Key Departmental Personnel ● Maintain participation on DFC reference group. participate with DFC Carer Support Advisory Committee ● Maintain involvement with Carer Support Network ● Provide advice to policy makers when possible and appropriate ●Take opportunities to contact media about topical issues about Carers.
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Responsible Officer CEO, Management Team
Time Frame July 2013 Ongoing
Governance, Leadership and Planning - Strategic Steps Goal/Objective ●Strengthen and formalise the organisations risk management framework
Action ●Ensure that Policies, Procedures and Practices comply with Community Care Common Standards compliance. ●Ensure compliance with WHS Legislation and Procedures ● To strategically recruit experienced and skilled people to become members of the Board.
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Responsible Officer CEO, Management Team
Time Frame July 2013 Ongoing Ongoing
Board of Directors, CEO
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July 2013
Governance, Leadership and Planning - Strategic Steps Goal/Objective
●To have a continuous improvement framework
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Action
Responsible Officer
Time Frame
●Management team meet regularly Leadership group meets regularly. Maintain staff development system Amend and updating policies and procedures. Staff are supported to be innovative.
CEO Management Team Regional Managers
July 2013 Ongoing
● Ensure that Service Agreements are current and in place with all organisations from whom Carer Support brokers services.
Regional Manager Carer Services Fullarton.
July 2013 Ongoing
● Ensure compliance with all audit requirements from Government Funding Departments
CEO Management Team
July 2013 Ongoing.
