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Legislative Assembly for the ACT: 2005 Week 05 Hansard (Thursday, 7 April 2005 2005) . . Page.. 1641 ..


Social welfare—support services(Question No 287)

Mrs Burke asked the Minister for Disability, Housing and Community Services, upon notice, on 10 March 2005:

How is the Government measuring the success of the Individual Support Services Team;

Against what Key Performance Indicators is the Team measured;

What is the level of client satisfaction to date.

Mr Hargreaves: The answer to the member’s question is as follows:

The Government is measuring the success of the Individual Support Services (ISS) team in the following ways, by:-

Reporting on a six monthly basis to the ACT Legislative Assembly on the progress achieved against the Government Response to the Recommendations of the Board of Inquiry into Disability Services. The fourth and final report was tabled in the Assembly on 15 February 2005;

Conducting an audit into the implementation of agreed recommendations of the Board of Inquiry into Disability Services and two Coroner’s Inquiries. The recommendations of this audit are being implemented;

Incorporating the 13 key challenges and priority areas highlighted in Steps to Reform: Reform and Action Strategy for Disability Services in the ACT 2002-2005 into the Future Direction: A framework for the ACT 2004-2008;

Implementing a management plan for ISS that aligns with the Department’s strategic direction and Future Directions Framework which sets out key priorities, targets and qualitative and quantitative key performance indicators (KPI);

Undertaking key reviews into respite services, Community Linking and Needs Assessment Service (CLANAS) pilot and the aCe Recreation Program; and

Undertaking internal periodical audits and checks (Periodic Service Review (PSR) audits) of regular tasks.

The ISS team is measured against the following Key Performance Indicators:

PSR Audits – regular assessments of performance on a house basis against a comprehensive set of criteria including client participation in activities, record and financial management and property maintenance;

Performance Management Plans (PMPs) which have been completed by Senior Management, ISS Network Managers and individual houses. They include assessment against a set of ten Key Result Areas (KRAs);

The ISS Management Plan 2005-2008 has a comprehensive set of Key Performance Indicators against which the performance of the ISS team will be measured;


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