Background
Submission
To:
Hon Nat Cook MP
Minister for Human Services
Hon Katrine Hildyard MP
Minister for Women and the Prevention of Domestic and Family Violence
This annual report will be presented to Parliament to meet the statutory reporting requirements of the Public Sector Act 2009, Public Sector Regulations 2010, Carers Recognition Act 2005, Disability Inclusion Act 2018, Gaming Machines Act 1992, Julia Farr Services (Trusts) Act 2007, Youth Justice Administration Act 2016, and the requirements of Premier and Cabinet Circular PC013 Annual Reporting Requirements.
This report is verified to be accurate for the purposes of annual reporting to the Parliament of South Australia.
Submitted on behalf of the Department of Human Services by:
Lois Boswell
Chief Executive
Date: 30 September 2022
Message from the Chief Executive
I am pleased to present the annual report of the Department of Human Services (DHS) for the year ending 30 June 2022. This annual report provides a comprehensive summary of the performance and achievements of DHS, including the financial performance of the department, for the 2021–22 financial year.
I would like to take this opportunity to acknowledge and thank the non-government sector for the assistance they have provided to the department during another challenging year with the ongoing COVID-19 pandemic. In the past year, we have continued to respond to the pandemic through the administration of the State Based Paid Pandemic Leave Payment and supported the roll out of vaccines to people with disability and the broader community. The department and key partners have also worked collaboratively to support the disability services sector through training and guidance on managing workforce issues and ensuring the safety and wellbeing of people with disability.
To safeguard our clients and staff, as well as those in non-government supported independent living, in the past year the department prioritised procurement and provision of rapid antigen test (RAT) kits. In partnership with the SA Housing Authority, we also distributed free RAT kits to our funded non-government organisations that provide direct frontline services to vulnerable cohorts for surveillance testing of staff.
In March 2021, the Safety and Wellbeing Taskforce was established to deliver a culturally responsive, human-centred strategy to improve outcomes for remote Aboriginal visitors to Adelaide. The multi-agency government response had representation of senior officials from across the State Government, along with the City of Adelaide, City of Port Adelaide Enfield and the National Indigenous Australian Agency. A range of strategies were developed by the Taskforce, including the establishment of Puti on Kaurna Yerta (meaning ‘Bush on Kaurna Land’), a multi-agency, time limited integrated service hub supported by Aboriginal leaders in the Adelaide CBD.
Puti on Kaurna Yerta operated in the southern Adelaide Park Lands from 25 October 2021 to 15 December 2021, engaging with remote visitors and connecting them with services to enable them to return to country or find safe respite or longer-term accommodation. Following the closure of Puti on Kaurna Yerta, intensive multi-agency individualised case planning services are continuing, along with coordinated efforts to return people to country and the development of more culturally appropriate and assertive outreach services for the park lands.
In conjunction with the Department of the Premier and Cabinet, we have successfully implemented a model for the delivery of Aboriginal interpreting services to meet the needs of Aboriginal communities and government services. Commencing in December 2021, the Aboriginal Language Interpreting Service supports Aboriginal people experiencing community and/or cultural barriers when accessing services in South Australia. Operating as part of the DHS Interpreting and Translating Centre, the service offers Aboriginal language interpreting face-to-face in the Adelaide metropolitan area and Port Augusta, and by phone across South Australia.
To ensure that South Australia meets nationally agreed principles, the legislation for the South Australian Restrictive Practices Authorisation scheme commenced on 30 May 2022. Under the scheme, National Disability Insurance Scheme (NDIS) providers must obtain authorisation for the use of regulated restrictive practices when delivering supports for NDIS participants.
A Restrictive Practices Unit, led by the Senior Authorising Officer, was established within the department to authorise regulated restrictive practices, promote the reduction of restrictive practices within the disability sector, and provide education and training relating to the use of restrictive practices. The scheme reflects the 2019 nationally agreed draft principles for restrictive practice authorisation and supports South Australia’s implementation of the 2014 National Framework for Reducing and Eliminating the Use of Restrictive Practices in the Disability Service Sector.
We have continued to lead the reform of the Child and Family Support System (CFSS) and reform DHS Disability Services to operate in line with the NDIS. In the past year, the department commenced procurement planning to recommission the current Family and Community Support Program - Family Support and Early Intervention, in line with the reform of the CFSS, and developed data collection infrastructure to enable a better understanding of the needs of families and service outcomes. In November 2021, DHS Disability Services successfully passed its first registration audit by the NDIS Quality and Safeguards Commission and is now registered to provide community nursing, transport and community participation.
In April 2022, I had the pleasure of launching our new Innovate Reconciliation Action Plan: April 2022 – March 2024. The Reconciliation Action Plan reflects our vision for reconciliation to be a core organisational value that guides our strategies, programs and services. It also demonstrates our commitment towards increasing Aboriginal and Torres Strait Islander employment across our department, co-designing a DHS Aboriginal and Torres Strait Islander Engagement Strategy, and developing and implementing an Anti-racism Policy for our department.
Other highlights of the past 12 months include:
- Providing support through the Interpreting and Translating Centre to Afghanistan arrivals who fled danger in Kabul to relocate to South Australia in August 2021.
- Commencing the construction of an expansion of the Kurlana Tapa Youth Justice Centre, which will better support the needs of young people in custody by establishing the necessary infrastructure to provide access to better amenities, facilities and programs.
- Launching the new Statewide Perpetrator Response to provide specialist support and referral to perpetrators of domestic and family violence, their friends and family, and frontline workers.
- Expanding the Transition to Home (T2H) program with the establishment of a Southern Adelaide T2H program at the Repatriation Health Precinct, to support an extra 30 discharge-ready hospital patients with disability requiring transition back to the community.
- Launching the Minimising Gambling Harm in South Australia Investment Plan 2021–2026, which guides government spending of the Gamblers Rehabilitation Fund, and the Here for the Game initiative that seeks to disrupt the growing normalisation of gambling in sport.
- Developing a Volunteering Strategy Action Plan 2021–2023 that sets out actions to be undertaken by key stakeholders to achieve priorities of the Volunteering Strategy for South Australia 2021–2027.
- Launching ‘Pavely’, a smartphone app designed to assist South Australians with accessibility needs and promote social inclusion.
- Commissioning an independent review into the operation and effectiveness of the South Australian Disability Inclusion Act 2018.
I am proud of the continued work the department has done in delivering a range of services and supports to those in our community who most need it. Our clients, customers, communities, partners and volunteers are at the centre of what we do — and I look forward to more opportunities to make a difference for South Australians.
Finally, I would like to thank all DHS staff, particularly our frontline service workers, for their continued commitment, professionalism and dedication to delivering services that improve the wellbeing and safety of South Australians.
Lois Boswell
Chief Executive
Department of Human Services
Overview
Strategic Focus
Our Purpose
Making a difference so South Australia thrives.
Our Vision
Fairness, opportunity and choice for all South Australians.
Our Values
- Service
- Professionalism
- Trust
- Respect
- Collaboration and Engagement
- Honesty and Integrity
- Courage and Tenacity
- Sustainability.
Our Functions, Objectives and Deliverables
The Department of Human Services (DHS) delivers strategies, programs and services that improve the wellbeing and safety of South Australians. Our focus is on delivering the right services to people who most need them, and this aim shapes the way in which we plan, design and deliver everything we do.
With people at the heart of what we do, the department’s strategic priorities are:
- Increasing inclusion, independence and shared decision-making for all.
- Supporting our communities when it matters most.
- Delivering modern services for our communities.
DHS has lead responsibility on behalf of the South Australian Government in the areas of:
- Concessions
- Disability
- Domestic and family violence
- Early intervention to support children’s wellbeing
- Safety and wellbeing of children
- Screening services
- Youth justice.
DHS delivers a broad range of services and supports to South Australians across all of these areas. The department also leads the development of policy to ensure these services are appropriate, modern and effective in meeting the needs of our clients and customers.
The department provides a wide range of grants to community organisations. It also has lead policy responsibility across a range of important social inclusion areas such as women, youth, LGBTIQA+, Aboriginal practices and partnerships and volunteers.
The biggest key to our success is our people, our dedicated staff and volunteers.
Organisational Structure
Changes to the Department
During 2021–22 there were the following changes to the agency’s structure and objectives as a result of internal reviews or machinery of government changes:
- The establishment of the Financial Reform directorate within Finance and Business Services, which is responsible for implementing strategies to successfully transition DHS Disability Services to the NDIS and identifying reform opportunities and delivering business improvements.
- The establishment of the Restrictive Practices Unit within Community Investment and Support, which is responsible for administering the South Australian Restrictive Practices Authorisation scheme that regulates restrictive practices in NDIS services in South Australia.
Our Ministers
Hon Nat Cook MP, Minister for Human Services
Minister Cook has responsibility for advancing the inclusion of people with disability, early intervention and support services for children and families, the administration of concessions and rebates, financial resilience programs, provision of statutory youth justice services, screening services, and lead policy responsibility in relation to youth, volunteers and carers.
Hon Katrine Hildyard MP, Minister for Women and the Prevention of Domestic and Family Violence
Minister Hildyard has lead responsibility across government and the community to implement strategies to prevent domestic, family and sexual violence. The Minister also oversees policy development to improve women’s economic equality and participation in South Australia.
Executive Team
DHS Executive Leadership Team as at 30 June 2022
Lois Boswell, Chief Executive
The Chief Executive is responsible for the day-to-day management of the department and the conduct of its employees. This includes responsibility for the overall leadership and strategic direction of the department, including its effective contribution to the achievement of whole-of-government objectives.
Ruth Ambler, Executive Director, Community Investment and Support
The Community Investment and Support division is responsible for the following functions to build stronger and more connected communities:
- Concessions and Support Services, which administers a range of concessions and rebates that provide assistance to low income South Australians, and is responsible for the operations of the DHS Interpreting and Translating Centre.
- Community and Social Investments, which delivers funding and programs that support the capacity and wellbeing of communities including Grants SA, Regional Partnerships, Problem Gambling, and Community Connections.
- DHS Screening Unit, which provides screening checks that help protect children and vulnerable adults.
The Restrictive Practices Unit also sits within Community Investment and Support, along with the department’s procurement functions.
Nick Ashley, Chief Financial Officer, Finance and Business Services
The Finance and Business Services division is responsible for budgeting, financial analysis, monitoring and reporting, management accounting, monitoring financial compliance, accounting policy and strategic financial advice. The division is also responsible for the department’s internal audit function and for providing a broad range of corporate support services including asset and building management, security services, fleet and transport management, mail services and records management.
During the past year the Financial Reform directorate was established within the division to support the commercialisation of DHS Disability Services to operate fully under the NDIS.
Sue-Ann Charlton, Executive Director, People and Performance
The People and Performance division provides a broad range of corporate support services to enable the department to deliver its services. The division is made up of:
- HR, Wellbeing and Safety, which has responsibility for our people and ensuring their safety and wellbeing are priorities and they are cared for in the most appropriate way.
- Organisational Development and Learning, which leads DHS in respect of our workforce strategy, training and development needs and improving the end-to-end employee experience.
- Communications and Engagement, which provides services and advice across a range of areas including media management, communications and promotions, digital communications and design, events, and sector and stakeholder engagement.
- Business Improvement and Technology, which provides information, systems and technology support across the department.
- Incident Management Unit, an independent function within the division, which is responsible for the efficient management of incidents involving DHS clients and staff members, including Critical Client Incidents.
Katherine Hawkins, Executive Director, Inclusion and Reform
Inclusion and Reform is the department’s central reform unit, bringing together policy and reform expertise from different directorates and functions within DHS, including the Early Intervention Research Directorate (EIRD), Aboriginal Practice and Partnerships, Social Inclusion and the Reform Hub.
The division is responsible for delivering policy and program reform in partnership with other divisions across the department. This includes the design and implementation of the state’s early intervention approach to children and families at risk of entering child protection. This division is also responsible for state oversight of Disability Access and Inclusion Plans as required under the Disability Inclusion Act 2018, and coordinating the department’s response to Closing the Gap. It is also responsible for strategies to support young South Australians and the LGBTIQA+ community, and for leading the implementation of the Volunteering Strategy for South Australia.
Alex Reid, Executive Director, Community and Family Services
The Community and Family Services division is comprised of:
- Communities and Justice, which is responsible for strategies and funding to support vulnerable people and communities, including people with exceptional needs and targeted Aboriginal populations. The directorate is also responsible for the statutory supervision of young people in contact with the justice system, including the management of the Kurlana Tapa Youth Justice Centre.
- Safer Family Services, which is responsible for providing early intervention and targeted intensive support services to children and families at risk of entering the statutory child protection system.
- The Office for Women, which supports the full and equal participation of women in all aspects of life in South Australia and has a strong focus on addressing domestic, family and sexual violence. The Office for Women also provides state-wide information and referral services through the Women’s Information Service.
Joe Young, Executive Director, Disability Services
The Disability Services division is comprised of:
- DHS Disability Services, which provides supported independent living services to people with disability living in community-based group homes and the Northgate Aged Care Service.
- DHS Equipment Program, which funds and arranges equipment and home modifications for South Australians who are not eligible for these services through Commonwealth Government funding options.
Kelly Biggins, Office of the Chief Executive and Governance
The Office of the Chief Executive and Governance provides high quality and responsive support and advice to the Chief Executive and Ministerial Offices. It is responsible for a broad range of functions including corporate governance, Cabinet coordination and Parliamentary business, correspondence and briefings, strategic policy advice to the Chief Executive, Royal Commission responses, risk management and business continuity. The Director also has administrative reporting responsibility for staff in the Office of the Minister for Human Services and the Community Visitor’s Scheme.
Legislation Administered by the Department
- Carers Recognition Act 2005
- Child Safety (Prohibited Persons) Act 2016
- Children’s Protection Law Reform (Transitional Arrangements and Related Amendments) Act 2017
- Cost of Living Concessions Act 1986
- Disability Inclusion Act 2018
- Disability Services Act 1993
- Julia Farr Services (Trusts) Act 2007
- Not-for-Profit Sector Freedom to Advocate Act 2013
- Supported Residential Facilities Act 1992
- Volunteers Protection Act 2001
- Youth Justice Administration Act 2016
Other Related Agencies (within the Minister's area of responsibility)
The Human Services portfolio currently provides operational funding to support the disability Community Visitor Scheme (CVS). The CVS is an independent statutory scheme that reports to the Minister for Human Services.
Performance
Performance at a Glance
Achievements and outcomes
- Accepting approximately 800 referrals for Intensive Family Services to support our most vulnerable families. $11.9 million commissioned non-government organisations accepting an additional 550 referrals and Aboriginal Community Controlled Organisations another 200.
- Provision of Intensive Family Services to parents of 3,182 children to support families where there were significant safety concerns for their children.
- Initiated a $1.75 million per annum (over six years) Resilient Families program to deliver a new model of service for families at imminent risk programs under a social impact bond.
- Continuing our work to establish our CFSS Pathways Service, a centralised triage line to provide a single point of entry into Child and Family Support System services. In 2021–22 there were 3,500 referrals to enable families to access home-based support and agency coordination. This helped to ensure the safety and wellbeing of children in at-risk families, and provide a diversionary pathway to the Child Abuse Report Line for families.
- Supporting 57 clients of the Transition to Home (T2H) program to discharge from hospital and successfully transition to live in the community in 2021–22, contributing to a reduction in the number of long-stay patients with disability that are discharge ready. DHS Disability Services expanded the T2H total bed capacity from 25 to 55.
- Allocating approximately $171.4 million in household and public transport concessions to approximately 221,000 eligible South Australians.
- Distributing approximately $2.16 million in support grants to 182 projects through Grants SA.
- Distributing $18.9 million in community support through the Community Connections Program. Over 70% of participants made progress towards achieving their goals with program participants experiencing improvements in quality of life, independence, and reported levels of loneliness.
- Recommissioning the redesigned Youth Support and Development Program for up to nine years with a value of $1.9 million per annum. New program outcomes support the establishment of pathways to participation in education, training, employment or volunteering for at risk young people.
- Allocating approximately $1.33 million to a range of programs and initiatives to improve the wellbeing and life opportunities of South Australia’s young people, particularly those experiencing disadvantage and marginalisation.
- Distributing approximately $19.6 million through the Family and Community Development Fund to services which advance the welfare of children, youth and vulnerable South Australians.
- Receiving and finalising 205,560 screening applications, with 62% of applications (127,449) finalised by the Screening Unit in one calendar week or less.
- Completing 66,932 interpreting assignments and 1,078 translating assignments through the DHS Interpreting and Translating Centre.
- Allocating $4.871 million to frontline response services in South Australia as Payment 1 of the National Partnership on Family, Domestic and Sexual Violence Responses 2021–23.
- Recording 27,370 contacts with clients of the Women’s Information Service.
- Providing 9,634 equipment items (new and reissued) and 357 home modifications to eligible clients through the DHS Equipment Program.
- Lodgement of 4,336 child safe environments compliance statements with the department representing 27,384 organisations over the life of the program. 626 organisations lodged a new compliance statement, an increase of 21% over the previous financial year.
- Implementing a revised assessment approach across Youth Justice Services, including the introduction of the Child and Adolescent Intellectual Disability Screening Questionnaire (CAIDS-Q). This seven-item tool screens for possible intellectual disability and aims to support staff to identify children and young people who may require referral for further assessment.
- DHS Exceptional Needs Unit (ENU) expanding the Inclusion Support Program to include adult referrals, and in the Youth and Family team, increasing the focus on family assessment and coordination of supports, leading to more holistic and systemic outcomes for families. In 2021–22, ENU supported 438 individuals, a 52% increase from 2020–21.
As at 30 June 2022:
- There were 468 clients receiving long-term supported independent living services through DHS Disability Services, excluding the Northgate Aged Care Service and T2H clients.
- The Northgate Aged Care Service, which was established as a high-care residential facility specialising in supporting clients with intellectual disability, held 30 Commonwealth Residential Aged Care places, of which 27 were occupied.
- There were 41 active clients in the T2H program, which supports NDIS participants that are in hospital, discharge ready and are at risk of being long-stay patients to transition back into the community.
In 2021–22, a total of 292 individual children and young people were admitted to the Kurlana Tapa Youth Justice Centre. During this period, Community Youth Justice also supported 426 young people on community mandates.
Response to Covid 19
The department played a key role in supporting the South Australian community during the COVID-19 pandemic through the administration of the State-Based Paid Pandemic Leave Payment. The $300 payment was available to eligible recipients who were required to self-isolate in accordance with SA Health guidelines while awaiting COVID-19 test results. During 2021–22, $1.02 million was paid to 3,413 recipients, with the state-based scheme closing on 30 June 2022.
DHS also referred workers who were close contacts (or carers of close contacts) to the Commonwealth for the Pandemic Leave Disaster Payment. Under this scheme, workers required to undertake a COVID-19 test may be eligible for a payment of up to $750 per seven-day quarantine period. 3,341 applicants were referred to the Commonwealth scheme in 2021–22.
The Commonwealth payment ceased on 30 June 2022, with people only eligible to receive one of the above payments at any time.
A range of other supports were provided including food parcels to insecure households required to isolate due to COVID-19. 1,294 food parcels were provided by DHS in partnership with SA Health and Foodbank SA. The department also established a sourcing, warehouse and distribution site to ensure vulnerable cohorts had access to rapid antigen test (RAT) kits and support the surveillance testing of staff. Over 120 non-government organisations were supported by DHS, with 284,610 RAT kits supplied during the financial year.
A temporary clinic was established at Highgate Park in March 2021, which supported the SA Health vaccination roll-out for workers in disability and aged care environments. In June 2021, the scope of the Highgate Park Vaccination Clinic was expanded to support the wider community in line with SA Health Vaccination Guidelines. Over 15,000 COVID-19 vaccinations were administered by the clinic before closing on 25 March 2022.
The disability services sector was supported through training and the provision of guidance on managing workforce issues to ensure the safety of people with disability. The department also held a training session for providers of Supported Residential Facilities to support COVID-19 workforce planning and ensure the safety of residents. DHS has developed interim guidance for the management of COVID-19 outbreaks to support both Supported Independent Living providers and Supported Residential Facilities.
The Kurlana Tapa Youth Justice Centre continued to be managed as a high-risk facility to better prevent outbreaks and transmission of COVID-19. There was no transmission of COVID-19 to children and young people within Kurlana Tapa during the 2021–22 financial year.
COVID-19 protocols have been implemented in Youth Justice and Disability Services. Personal protection equipment (PPE) and RAT protocols were in place for Youth Justice staff who conduct face-to-face supervision or home visits with children and young people on community-based mandates, and Disability Services support staff who provide care and support to people with disability in their homes.
Protocols have also been implemented in Kurlana Tapa through regular collaboration with the Communicable Disease Control Branch of SA Health.
Safer Family Services implemented COVID-19 protocols for staff, including on the use of PPE and social distancing when conducting home visits. Staff absences due to COVID-19 are being actively managed to ensure that children and families, particularly those with high and very high risk and safety concerns, continue to be supported.
The Puti on Kaurna Yerta COVID Isolation Hub was established to support people who had been relocated to medi-hotels in Adelaide from remote communities, who would be better suited in a more culturally appropriate facility. Staffed by DHS, SA Health, Anangu and Kaurna workers, the Isolation Hub operated from 25 January 2022 to 10 March 2022 in the West Park Lands. In the initial weeks of operation a total of 56 people registered, with 44 completing the ten-day quarantine and 26 people successfully returning to their home community.
Prior to the closure of the Isolation Hub, it was recognised that a significant number of people who had been in medi-hotels had not returned immediately to their home community and remained in Adelaide. The Isolation Hub was repurposed as a Return to Country site and program. This resulted in 197 people travelling back to their community. Approximately 70% of the people who returned had come to Adelaide for a COVID-19 related reason. Following the success of Return to Country from Adelaide, a small team of DHS and SA Health staff established and implemented a similar program in Port Augusta, in partnership with SA Pathology and cultural leaders. A total of 114 people were supported to return home from Port Augusta.
In February 2022, temporary regulations for Working With Children Checks were implemented to increase workforce availability during the COVID-19 pandemic. Applicants, other than those who have committed certain serious offences, were able to work under supervision while their check was being processed.
Contribution to Whole-of-Government Objectives
DHS administers a wide range of concessions and rebates to provide assistance to households on low or fixed incomes who are experiencing cost-of-living pressures. These include the:
- Cost of Living Concession
- Energy Concession
- Medical Heating and Cooling Concession
- Water and Sewerage Concession Scheme
- Residential Parks Concession
- Emergency Services Levy (fixed property) Remission
- Transport Concession Card
- Emergency Electricity Payment Scheme
- Funeral AssistanceSA
- GlassesSA
- Personal AlertSA.
The South Australian Concessions Energy Discount Offer (SACEDO) is an ongoing offer available to energy concession customers. Origin Energy was selected to deliver SACEDO following a procurement process in 2017. As of 1 January 2021, the discount increased to 21%. SACEDO is reviewed annually.
Foodbank SA is a non-profit organisation that supports families and individuals who are experiencing food insecurity. DHS provides funding to Foodbank to support its food distribution activities, the purchase of food, as well as the operation of its Food Hubs in various locations across the state. Over the last three years, 2019–20 to 2021–22, the department will have provided over $1.13 million to Foodbank.
DHS also funds a range of financial assistance programs that are delivered by non-government organisations, which assist South Australians to manage their cost of living expenses and those experiencing financial stress and crisis. These include the:
- Emergency Financial Assistance Program, which funds not-for profit organisations to deliver material assistance including food parcels, transport, chemist vouchers, help with accommodation, payment of bills, budgeting assistance and referral to other services to help address the underlying causes of the crisis.
- Statewide Financial Counselling Services Program, which funds not-for-profit organisations to employ financial counsellors in every State Government region to provide free and confidential financial counselling, including debt advocacy and budget management.
- Utilities Literacy Program (or ConnectED), which is delivered by Uniting Communities to reduce financial hardship associated with utilities-related cost of living pressures.
- Low Income Support Program, which seeks to increase individuals’ and families’ financial resilience, as well as prevent financial crises and consequences of financial crises.
The department leads the reform of the Child and Family Support System, which includes the delivery of Intensive Family Services to families at risk of escalation of child protection involvement. Services include home-based support and agency coordination to ensure the safety and wellbeing of children in at-risk families. The reforms include the development of data collection infrastructure to enable a better understanding of the needs of families and service outcomes. In 2021–22, over 3,500 referrals were received for Intensive Family Services.
In March 2021, the department commenced a recruitment drive to hire trainee disability support workers to work in Disability Services. By the end of the 2020–21 financial year, 39 trainee roles had been filled. As at 30 June 2022, this number had increased to 101, with 39 traineeships completed and 43 underway. The remaining 19 trainees have resigned.
Since November 2018, DHS has provided free screening checks for all volunteers to lower costs for organisations and attract people to volunteering. More than 135,000 volunteers have received free screening checks, saving volunteer and community organisations over $8 million in fees.
Performance against objectives
Priority 1 | Increasing Inclusion, Independence and Shared Decision-Making for All
Our partnerships through policy, programs and services strengthen communities and enable South Australians to actively participate in community life.
Indicator | Strategies are implemented to deliver priorities of the "Volunteering Strategy for South Australia 2021–2027." |
Performance | |
A Volunteering Strategy Action Plan 2021–2023 was developed that describes actions key stakeholders will undertake to achieve the Strategy’s priorities. Key outcomes in 2021–22 were:
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Indicator | Strategies in the Strong Futures: SA Youth Action Plan 2020–2022 continue to be implemented. |
Performance | |
A number of programs and initiatives aligned to the priorities of the Youth Action Plan received funding from the department in 2021–22 including:
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Indicator | Women’s Leadership and Economic Security Strategy is launched and actions implemented. |
Performance | |
The Women’s Leadership and Economic Security Strategy 2021–2024 was launched in August 2021 following extensive consultation led by the Office for Women. The Strategy focusses on the three key areas of employment and entrepreneurship, leadership and recognition, and financial wellbeing. Following the election, the new State Government has introduced several new initiatives to support key gender equality policy objectives for South Australia including:
A South Australian Blueprint on gender equality will be developed to highlight the key actions the South Australian Government is undertaking to promote gender equality in this state. |
Indicator | Review undertaken into the operation of the Disability Inclusion Act 2018. |
Performance | |
In December 2021, Mr Richard Dennis AM PSM was appointed by the department to conduct a review into the operation and effectiveness of the Disability Inclusion Act 2018, as required under section 32 of the Act. The review included a state-wide consultation process with the publication of a discussion paper on the YourSAy website. This process was open from 15 March 2022 to 10 May 2022. During this time, Mr Dennis undertook significant consultation with peak organisations and individual stakeholders. A peak sector in-person forum was held on 21 April 2022 and a public forum on 2 May 2022. Mr Dennis also met with key representatives from DHS to discuss elements of the Act that relate to reporting and synergies with the national disability agenda, as well as other State Government agencies and local councils. The final review report was provided to the Minister for Human Services and tabled in Parliament on 6 September 2022. Consultation will be undertaken on the report and the Disability Inclusion (Review Recommendations) Amendment Bill 2022, and its introduction to Parliament. |
Indicator | Review of Inclusive SA is undertaken to ensure it aligns with Australia’s Disability Strategy. |
Performance | |
Section 14 of the Disability Inclusion Act 2018, requires a review of the State Disability Inclusion Plan 2019–2023 (Inclusive SA) to be undertaken at least once in each four-year period. With the launch of Australia’s Disability Strategy 2021–2031 on 3 December 2021, the department commenced an interim review of Inclusive SA to better reflect the shifting priorities of the community and support the outcomes and deliverables of the state’s Targeted Action Plans (TAPs). The review examined the current actions within Inclusive SA to determine if they should be removed or replaced by more meaningful actions, or refined to better align to the national Strategy and TAPs. New actions were also considered to respond to identified gaps, specifically in health and wellbeing and safety, and rights and justice were considered for inclusion to better support the state’s response to the national Strategy. All relevant State Government agencies were consulted and endorsed their actions for inclusion in the interim review in February 2022. The interim review report was submitted to the Minister for Human Services for tabling in Parliament. A copy will be published on the Inclusive SA website thereafter. A more fulsome review of Inclusive SA will be conducted ahead of 2023 and take into consideration any recommendations made through the review of the Disability Inclusion Act 2018. |
Indicator | New safeguarding app is developed for people living with disabilities. |
Performance | |
Pavely is a uniquely South Australian smartphone app that was officially launched by the Minister for Human Services on 24 May 2022. The app drives community inclusion and greater independence for people with accessibility needs, providing users with a directory of venues and facilities across the state. It provides users the opportunity to find, rate and review their experiences based on accessibility and overall inclusiveness. The design and development of the app was undertaken in conjunction with people with lived experience who have informed the accessibility requirements and the scope of data and information to be included. The app is available to download for free from the Apple and Android store platforms. |
Indicator | COVID-19 vaccines are rolled out to people with a disability and the broader community. |
Performance | |
In March 2021, a temporary COVID-19 vaccination clinic was established at Highgate Park, to support the SA Health vaccination roll-out for workers in disability and aged care environments. The Highgate Park Vaccination Clinic was specifically for the people supported by the department in Adelaide metropolitan homes as well as Adelaide metropolitan staff who also wished to be vaccinated. In June 2021, the scope of the clinic was expanded to support the broader community in line with SA Health Vaccination Guidelines. The clinic provided priority to disability and aged care workers. The Highgate Park Vaccination Clinic was designed specifically for people who are anxious about being vaccinated and for those who have a needle phobia, in a calm and caring environment. The clinic administered over 15,000 vaccinations before closing on 25 March 2022. |
Indicator | South Australian Government contributed to the development of Australia’s Disability Strategy. |
Performance | |
The department led the South Australian Government’s input into Australia’s Disability Strategy 2021–2031, which provides a new, single overarching framework for all levels of government to deliver on its collective responsibilities for people living with disability. Officially launched on 3 December 2021, the Strategy’s vision is for an inclusive society that ensures people with disability can realise their potential, as equal members of the community. DHS worked with the Commonwealth Government and other State Government agencies to ensure that South Australia could meaningfully contribute to the development of Targeted Action Plans (TAPs), which will help drive implementation and accountability for the new national Strategy. The South Australian Government’s actions were developed in consultation with public sector agencies, and represent work that is already resourced and underway in South Australia through the implementation of Inclusive SA (South Australia’s first State Disability Inclusion Plan) and State authority Disability Access and Inclusion Plans. The department is responsible for monitoring and reporting on the actions proposed under the TAPs. Progress on actions is to be reported to the Commonwealth Government on an annual basis. |
Priority 2 | Supporting our Communities When it Matters Most
Our programs and services are strength-based and ensure South Australians are safe, empowered and connected in their communities.
Indicator | Implementation of the new Community Connections Program continues to be progressed. |
Performance | |
Officially launched on 1 July 2021, the Community Connections Program supports socially isolated people who do not qualify for alternative services such as the NDIS, Mental Health and My Aged Care. The program, which replaced the existing Home and Community Care Program, provides up to 12 weeks of targeted support, by linking isolated adults with services to improve individual independence, quality of life and overall health outcomes. Community Connections providers commenced between May 2021 and April 2022 and include:
While some services have taken longer to commission and were not in place by July 2021, particularly Aboriginal services, participants were able to source services from other partners. The program is in a development phase until 30 June 2023. Over the past year, the program model was refined with guidance from the Program Advisory Group, including refinements to eligibility criteria, data collection, and a new referral management system. The department will evaluate the program effectiveness throughout 2022 and 2023 to build a strong evidence base on emerging client needs and demographics, and system effectiveness and alignment. |
Indicator | Standard assessment of outcomes across government and non-government intensive family services are developed and implemented. |
Performance | |
The department has led the transition to standardised outcomes assessment across all Child and Family Support System (CFSS) services, with implementation beginning from October 2021. A temporary data collection solution was implemented to record and transmit data associated with outcomes measurement tools at CFSS Pathways Service. Permanent infrastructure to support data capture, secure transmission and analytical capability commenced development from April 2022. |
Indicator | Lower-intensity family support services are recommissioned. |
Performance | |
The department commenced procurement planning to recommission the current Family and Community Support Program - Family Support and Early Intervention, in line with the reform of CFSS. The new program, Strong Families, Strong Communities is a family preservation program that aims to intervene early to strengthen families and prevent entry or escalation into child protection services. The tender process for the program opened on 10 May and closed on 23 June 2022. DHS hosted a number of industry briefings to inform interested organisations of the Government’s objectives and the role of this program in the CFSS reforms. The outcome of the recommissioning will be announced in 2022–23. |
Indicator | High-risk families and their children are supported by working in partnership with key stakeholders to ensure local service coordination. |
Performance | |
The Safe Start Program (previously called Child and Family Assessment and Referral Networks - CFARNS) provides direct services for families presenting during pregnancy or with infants in the first 1,000 days, working collaboratively with other intensive family services. The program provides interim case management support to families whilst negotiating with and supporting local agencies to provide ongoing support. Safe Start was initially delivered by DHS in Northern Adelaide, Southern Adelaide and the Limestone Coast, and by Relationships Australia SA (RASA) in Western Adelaide. From May 2022, DHS commenced a new service in the Whyalla/Port August region. At this time, RASA also commenced providing the program in the inner north Adelaide region. The program was expanded following a program evaluation and the emerging evidence from the outcomes data collected by the Early Intervention Research Directorate. |
Indicator | Service delivery under the National Partnership on COVID-19 Domestic and Family Violence Responses is finalised. |
Performance | |
In 2019–20, the Commonwealth Government provided funding to each state and territory through the National Partnership on COVID-19 Domestic and Family Violence Responses to address the impact of the COVID-19 pandemic on domestic, family and sexual violence (DFSV). Through the agreement, South Australia received $9.796 million over the 2019–20 and 2020–21 financial years to implement and expand service delivery. While the agreement has ceased, some of the funded initiatives were still operational this financial year and continued to be monitored by the Office for Women. These include:
The KIND intervention program for young people who use violence towards their family members or partners. |
Indicator | Commencement of a trial service model to provide an alternative location for police custody, for children and young people aged 10 to 13 years. |
Performance | |
Commencing in December 2021, the Child Diversion Program is trialling a triage and support service for Aboriginal children aged 10 to 13 years who are at risk of being remanded into custody. The program provides family engagement and support services and a safe non-custodial community-based accommodation alternative for this cohort of children. These connect children and families to longer term interventions to better prevent the child’s further entry into the youth justice or child protection systems. Aboriginal children are prioritised for this response due to the high rates of Aboriginal incarceration. |
Indicator | Engagement and partnerships with Aboriginal communities and their organisations are strengthened to improve outcomes for Aboriginal young people in the youth justice system. |
Performance | |
The department has continued to strengthen engagement and partnerships with Aboriginal communities, Elders and Aboriginal Community Controlled Organisations through a range of initiatives, with a particular focus on improving outcomes and reducing the over-representation of Aboriginal children and young people in the youth justice system, in alignment to Closing the Gap targets. To strengthen partnerships, DHS is working with Aboriginal Elders and leaders to identify mechanisms that will support cultural governance, co-design of programs and services, consultation and advice for Aboriginal children in case planning. This builds on the Communities and Justice Aboriginal Community-Controlled Organisations Forum held in April 2021. During 2021–22, the department worked to develop a range of initiatives including:
|
Indicator | Safety Hubs are extended into regional South Australia. |
Performance | |
The department has supported the establishment of ten Safety Hubs in regional South Australia to increase local access to support, information, referrals, appropriate responses and facilitated pathways for women and their children experiencing domestic, family and sexual violence. In the past year, the following four Safety Hubs have been delivered:
The Women’s Information Service (WIS) has led the establishment of seven Safety Hubs under ‘The Haven’ model. These Havens are coordinated and managed by WIS staff and supported by volunteers who are recruited and trained to provide information and referrals to women experiencing domestic, family and sexual violence. The three remaining Safety Hubs were established and are operated by Centacare Catholic Family Services, Kornar Winmil Yunti and Yarredi Services Inc. |
Indicator | Establishment of the Coordination and Assessment Team. |
Performance | |
A trial of a dedicated Coordination and Assessment Team (CAT) commenced in December 2021, and is being undertaken through to December 2022, to support discharge processes from hospital for NDIS participants with complex needs. This is a collaborative pilot between the department and Wellbeing SA to deliver state funded specialist support coordination and assessment services for people with disability. Delivered by DHS, the CAT consists of Specialist Support Coordinators and a multi-disciplinary team of allied health professionals. CAT works with NDIS participants, or prospective participants, awaiting a plan in hospital to:
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Indicator | Continued operation of the Transition to Home program. |
Performance | |
The Transition to Home (T2H) program was established in March 2020, to support people with disability to move into transitional accommodation when they no longer need acute care, but are waiting for home modifications or access to longer term accommodation and appropriate supports under the NDIS. The department is the service provider for this program, which was developed in partnership with Wellbeing SA, the NDIA and Local Hospital Networks. In the past year, the program was expanded with the establishment of a Southern Adelaide T2H program at the Repatriation Health Precinct in September 2021. Clients at this site can access the precinct’s services and facilities, which provide additional supports for people with more complex needs. In November 2021, the T2H program at Hampstead was relocated to the former St Margaret’s aged care service in Semaphore, which is a more suitable site to support people with disability transition back to the community. The department engaged an expert reviewer to evaluate the T2H program against relevant NDIS Practice Standards. The review will ensure its processes and staffing can ensure high quality care for people with disability. The final report was made publicly available on 9 August 2022, and identified barriers and issues to be addressed. |
Indicator | New state-wide perpetrator response is finalised and launched. |
Performance | |
No to Violence (NTV) a nationwide, non-government organisation with services based in South Australia, was engaged to deliver the new Statewide Perpetrator Response over three years. Commencing on 1 July 2021, this early intervention initiative focuses on enhancing the safety of women and their children by providing:
The service will better support frontline workers such as nurses, social workers and child protection workers to recognise and respond to clients and assist perpetrators themselves to address their abusive behaviour. |
Priority 3 | Delivering Modern Services for Communities
Our services reflect the changing needs of South Australians and are focused on supporting positive and lasting outcomes.
Indicator | Aboriginal Language Interpreting Service is operationalised. |
Performance | |
The Aboriginal Language Interpreting Service (ALIS) commenced in December 2021, to support Aboriginal people experiencing communication and/or cultural barriers when accessing services in South Australia. ALIS offers Aboriginal language interpreting face-to-face in the Adelaide metropolitan area and Port Augusta, and by phone across South Australia. During 2021–22, ALIS completed 205 interpreting assignments. Approximately 58% of all work was delivered within the Courts Administration Authority and 22% within the SA Health Network. The remaining work was undertaken within DHS, Department for Education, Baptist Care SA, SA Housing Authority, Serco Remand, Uniting Communities, NSW Department of Education, Service Australia, the University of Adelaide, Ninti One Limited and Wirltu Yarlu. A total of ten interpreters were recruited offering interpreting in Pitjantjatjara, Yankunytjatjara, Eastern Arrernte, Western Arrernte, Pintubi/Luritja, Warlpiri, Alyawarre and Anmatyerre. The department continues to actively recruit Aboriginal language interpreters to meet demand for the service. |
Indicator | Family Safety Portal launched and implemented across relevant agencies. |
Performance | |
Since July 2020, the department has worked to develop the digitisation of the Family Safety Framework (FSF) through the creation of the Family Safety Portal. This will allow the entire administration and case management process of the FSF to be conducted within one secure online environment and enhance the ability to collect data to inform policy decisions. From June 2022, the Family Safety Portal was functional for all agencies (government and non-government) to undertake Domestic Violence Risk Assessments and submit referrals for high-risk victims of domestic, family and sexual violence. Meeting and case management elements of the Portal were rolled out to the Western Metropolitan, Limestone Coast and Whyalla Family Safety meetings in June 2022. The remaining 14 regional meetings will be onboarded to the Family Safety Portal in a staged approach during 2022. |
Indicator | DHS Disability Services continues to be reformed to operate in line with the NDIS. |
Performance | |
DHS Disability Services is undertaking external audits required by the NDIS Quality and Safeguarding Commission, in preparation for full transition to the NDIS. In November 2021, the service successfully passed its first registration audit by the Commission, and is now registered to provide community nursing, transport and community participation. An additional audit and variation to our NDIS registration for Behaviour Support and Implementing Behaviour Support, including authorisation for the implementation of regulated restrictive practices, was completed in June. |
Indicator | Provision of equipment and home modification services to South Australians who are ineligible for funding through Commonwealth programs. |
Performance | |
The DHS Equipment Program supports and funds South Australians who are otherwise ineligible for equipment and home modifications through Commonwealth Government funding options. Supports are provided to the following client cohorts:
During 2021–22, the DHS Equipment Program:
Home modification, equipment repair and maintenance requests, and Allied Health services are coordinated via the DHS Equipment Program and outsourced to private suppliers. |
Indicator | Commencement of South Australia’s Restrictive Practices Authorisation scheme. |
Performance | |
Commencing on 30 May 2022, the Disability Inclusion (Restrictive Practices - NDIS) Amendment Act 2021 amends the South Australian Disability Inclusion Act 2018 to establish a legislative framework for the authorisation of restrictive practices. The Restrictive Practices Authorisation scheme regulates the authorisation of restrictive practices used by registered NDIS providers, providing support and services to NDIS participants. A new unit was established in the department, led by the Senior Authorising Officer, to authorise regulated restrictive practices. During the 2021–22 financial year, there were 49 Authorised Program Officers who met the selection criteria outlined in the Disability Inclusion (Restrictive Practices - NDIS) Regulations 2021, and were authorised by the Senior Authorising Officer to undertake the role. A total of 138 restrictive practices were authorised by the Senior Authorising Officer comprising:
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Indicator | Commencement of the construction phase of the Kurlana Tapa Consolidation Project. |
Performance | |
Sarah Constructions Pty Ltd was awarded the construction contract in March 2022, with site works commencing in April 2022. Phase one will see the establishment of high security fencing to create a secure construction zone, which will allow for construction to take place while the site remains fully operational. The capital works program will deliver:
The capital works program is expected to achieve practical completion by 30 June 2023, which will allow for the decommissioning and sale of the Jonal Drive campus. |
Indicator | Actions continue to be progressed to implement a therapeutic approach at the Kurlana Tapa Youth Justice Centre. |
Performance | |
The Enhanced Support Team Pilot commenced at the Kurlana Tapa Youth Justice Centre in August 2021. The pilot aims to provide intensive behaviour support planning and consultation to assist operational staff working with children and young people to proactively respond to behaviours of concern, and support increased emotional and behavioural stability. Clinical and custodial staff are developing a model of therapeutic care for children and young people with complex needs, incorporating staff practice development and education. The Youth Justice Assessment and Intervention Services is also supporting the delivery of trauma-informed practice training to all operational staff. The project to develop a Sensory and Environmental Framework (formerly Sensory Modulation Framework) has continued. The Framework is being developed in partnership with the University of South Australia to increase understanding of, and respond to, the sensory processing needs of children and young people in custody. |
Other Performance
Corporate Performance Summary
- The DHS Diversity and Inclusion Survey was undertaken to seek feedback on how we are doing and what more we can do to be an inclusive workplace. Results from the November 2021 survey are being used to help steer the direction of the department’s Diversity and Inclusion Action Plan 2020–2023 and inform policies and programs in 2022.
- In December 2021, DHS launched its new strategic plan and corporate branding. The DHS Strategic Plan 2022–24 has three ambitious priorities and 12 priority outcomes, in addition to value-based statements outlining the way in which the department will work to deliver against the Strategy.
- The DHS 'I Work for SA' Action Plan 2022 was launched in December 2021, in response to the results of the 'I Work for SA' - Your Voice Survey conducted by the Office of the Commissioner for Public Sector Employment (OCPSE) in early 2021. A series of focus groups were undertaken to assist in the development of the Action Plan, which addresses five main action areas to make the necessary improvements to ensure DHS is an even better place to work.
- The department commenced the process to work towards Rainbow Tick accreditation, which is a nationally recognised quality framework that will demonstrate that DHS is a safe, inclusive and affirming service provider and employer. Rainbow Tick accreditation will be progressed from January 2022 to June 2023.
- The new DHS Innovate Reconciliation Action Plan: April 2022–March 2024 was launched in April 2022, demonstrating the department’s commitment to ensuring it takes action on reconciliation and social justice for Aboriginal staff, clients and the community. The DHS Reconciliation Committee is responsible for the implementation of the Reconciliation Action Plan on behalf of the Executive Leadership Team.
- The DHS Aboriginal Cultural Footprint is a continuous learning journey that allows the participant to build their own cultural capability, with the goal of building a workforce that is culturally safe and responsive when delivering services to the Aboriginal community. The Footprint was officially launched with the department’s new Reconciliation Action Plan in April 2022. As at 30 June 2022, 1,076 staff had completed Aboriginal Cultural Awareness Training, 134 undertaken the South Australian History Trust - Impact Program, and 103 had completed the Aboriginal Cultural Appreciation Workshop.
- In April 2022, the Social Impact Framework and Assessment Tool was released. Developed by the department in partnership with the community sector, the Framework provides a blueprint for assessing and optimising our investment in the non-government sector.
- On 3 June 2022, the DHS Reconciliation Committee convened a panel discussion event to celebrate National Reconciliation Week. Over 300 staff attended (in person or via Zoom) with guest speakers exploring this year’s theme of ‘Be Brave. Make Change’, followed by a panel discussion.
- Teamgage is an online system that builds employee engagement by allowing staff to provide regular workplace feedback. Seven new metrics were included in Teamgage to reflect the focus areas that the department is working on in the DHS 'I Work for SA' Action Plan 2022 and key operational concerns for business units. The metrics comprise five core metrics for all teams across the department and two metrics chosen by divisions.
- The See Me For Me disability awareness campaign was launched to improve community understanding and attitudes about people with disability. The campaign, which ran from 30 June to 13 August 2022, was developed by the department in consultation with people living with disability and the disability advocacy organisation JFA Purple Orange.
- Wellbeing Rooms were established in the Riverside Centre, providing employees with access to private spaces to attend to wellbeing needs relating to disability, health care, breastfeeding/pumping, pregnancy, and cultural and religious purposes. The rooms were established in response to staff feedback through the DHS Diversity and Inclusion Survey. Similar spaces will be established at the department’s other worksites.
Employment Opportunity Programs
Program Performance
Program | Performance |
---|---|
Aboriginal Traineeship Program | As at 30 June 2022, one Aboriginal trainee had been recruited as part of the department’s target for the 2022 calendar year. Plans are underway to recruit another 13 Aboriginal trainees across DHS, with ten of the 14 trainees to be in frontline areas and four in corporate roles. |
Aboriginal Workforce Employment Initiatives | The department continues to pursue the workforce initiatives under its DHS Aboriginal Workforce Strategy 2021–2023. In the past 12 months, 57 new Aboriginal staff members were employed in the department. |
CareerTrackers Internship Program | DHS partnered with CareerTrackers to provide recurring paid internship opportunities for two Aboriginal university students during their semester breaks. The primary goal of the program is to support students in transitioning from intern to full-time employment upon completion of their degree. |
Disability Support Officers | DHS Disability Services is continuing to recruit Disability Services Officers to ensure it can build strong and secure teams around clients. During the 2021–22 financial year, the department employed 283 new disability support workers. |
Skilling SA Public Sector Project | 25 new employees were recruited to DHS under this initiative, which is being led by OCPSE. Three were under 30 years of age. |
Stanton Institute | In addition to the new employees recruited through the Skilling SA initiative, the DHS Stanton Institute trained a further 100 new recruits in the Certificate III in Individual Support to commence work in Disability Services. |
Trainee Disability Support Workers | In March 2021, the department commenced a recruitment drive to hire trainee disability support workers to work in Disability Services. As at 30 June 2022, 101 trainee roles had been filled, with 39 traineeships completed and 43 underway. The remaining 19 trainees have resigned. |
Performance Management and Development Systems
Performance management and development system | The department’s employee Performance Development Framework provides a clear, structured approach to workforce development by supporting managers and employees to establish and maintain effective Performance Development Plans (PDPs). PDPs are to be formally discussed at least twice per year in annual and mid-cycle Performance Development Reviews. Reporting the completion of Performance Development Reviews on HR21 is mandatory to meet the department’s reporting requirements. |
Performance | |
The percentage of employees with a Performance Development Review in the last 12 months has slightly decreased from 73.9% in 2020–21 to 71.7% in 2021–22. As at 30 June 2022, 51.6% of Performance Development Reviews were current, having been reviewed within the last six months. Of the remaining reviews:
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Work Health, Safety and Return to Work Programs
Program Performance
Program | Performance |
---|---|
Risk management | DHS maintains a responsive safety management system to reduce the likelihood of serious harm or injuries to its workforce. The Building Safety Excellence in the Public Sector (BSEPS) strategy includes a target under Performance Measure 3 to reduce the overall number of new workplace injury claims for the South Australian public sector. The target is a 30% or more reduction in new claims by 2021–22 (from base year of 2011–12). This target was achieved by the department with 172 new claims in 2021–22, a 53% reduction from a baseline of 365 claims. |
Safety management system | The Safety Management System (SMS) is a set of policies, procedures and plans that strengthen our ability to improve wellbeing and safety. The key documents under the SMS are the:
In 2020–21, the department’s SMS was refined to ensure it considers the altered risk profile of our department and provides clear line of site to the Building Safety Excellence in the Public Sector Strategy, Australian Work Health and Safety Strategy 2012–2022, and reflects internal policy, objectives and risks. The DHS SMS Internal Audit Plan provides the basis for a structured, planned and risk-based approach to independent assurance and compliance assessment activities in relation to the SMS for the period July 2021 to December 2023. |
Gov Safety | In May 2022, the department successfully transitioned to Gov SAfety, the State Government’s new work health and safety incident reporting system. Staff use Gov SAfety to report the following as they occur:
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Mental Health First Aid Skilled Workplace | DHS has maintained its ‘Gold’ standard accreditation from Mental Health First Aid Australia as a Mental Health First Aid (MHFA) Skilled Workplace. First received in 2019–20, the accreditation recognises the department’s investment in developing mental health first aid skills in our people. The department continues to demonstrate a strong commitment to embedding the MHFA program into our culture through senior leadership support, relevant policies and continuous improvement. |
Influenza Vaccination Program | All staff are encouraged to participate in the DHS Influenza Vaccination Program, which is part of the department’s health and wellbeing initiative and contributes to infection control strategies and the prevention of seasonal pandemic influenza. The voluntary program promotes a healthy workplace by preventing the flu spreading to other staff and clients, reduces influenza-related absenteeism, and increases productivity and engagement. |
Covid 19 Wellbeing | The department’s Employee Assistance Program (EAP) provider has been engaged to undertake wellbeing checks on staff impacted by COVID-19. Staff who test positive will receive a wellbeing phone call from the EAP provider to check how they are feeling and determine if they require any follow up support. |
Work Injury Claims
Claims | 2021 / 2022 | 2020 / 2021 | % Change (+/-) |
---|---|---|---|
Total new workplace injury claims | 172.0 | 197.0 | -12.7% |
Fatalities | 0.0 | 0.0 | 0.0% |
Seriously injured workers (Note 1) | 0.0 | 1.0 | -100.0% |
Significant injuries (where lost time exceeds a working week, expressed as frequency rate per 1000 FTE) | 41.4 | 44.7 | -7.4% |
Note 1 Number of claimants assessed during the reporting period as having a whole person impairment of 30% or more under the Return to Work Act 2014 (Part 2 Division 5). | |||
Work Health and Safety Regulations
Regulations | 2021 / 2022 | 2020 / 2021 | % Change (+/-) |
---|---|---|---|
Number of notifiable incidents (Work Health and Safety Act 2012, Part 3) | 8 | 3 | -166.7% |
Number of provisional improvement, improvement and prohibition notices (Work Health and Safety Act 2012 Sections 90, 191 and 195). | 2 | 3 | -33.3% |
Return to Work Costs
Costs (before third party recovery) | 2021 / 2022 ($ Million) | 2020 / 2021 ($ Million) | % Change (+/-) |
---|---|---|---|
Total gross workers compensation expenditure | $10.68 | $8.90 | -+20% |
Income support payments - gross | $5.08 | $4,43 | +14.7% |
Notes Data for previous years is available at: Data.SA - DHS Annual Report - Annual report data |
Number of notifiable incidents (Work Health and Safety Act 2012, Part 3)
Number of provisional improvement, improvement and prohibition notices (Work Health and Safety Act 2012 Sections 90, 191 and 195).
Executive Employment
Executive classification | Number of executives |
---|---|
EXEC0E | 1 |
SAES2 | 6 |
SAES1 | 22 |
The number of executives is based on the number as at 30 June 2022.
Data for previous years is available at: Data.SA - DHS Annual Report - Annual report data
The Office of the Commissioner for Public Sector Employment provides further information on the breakdown of executive gender, salary and tenure by agency.
Financial performance
Financial Performance at a Glance
The following is a brief summary of the overall financial position of the agency. The information is unaudited.
Statement of Comprehensive Income
2021 / 2022 Budget $000's | 2021 / 2022 Actual $000's | Variation* $000's | 2020 / 2021 Actual $000's | |
---|---|---|---|---|
Total income | 1,095,987 | 1,159,433 | 63,446 | 1,087,481 |
Total expenses | 1,096,952 | 1,142,404 | -45,452 | 1,087,142 |
Net result | -965 | 17,029 | 17,994 | 339 |
Changes in property, plant and equipment asset revaluation surplus | 0 | 0 | 0 | -9,510 |
Total Comprehensive Result | -965 | 17,029 | 17,994 | -9,171 |
* Variation between 2021–22 Budget and 2021–22 Actual The 2021–22 Actual Total Comprehensive Result is a surplus of $17.029 million, which is an improvement of $17.994 million on the 2021–22 Budget. The improvement was largely due to the receipt of Commonwealth funding that will be spent over two financial years and additional funding provided for the consolidation of youth custodial services. | ||||
Statement of Financial Position
2021 / 2022 Budget $000's | 2021 / 2022 Actual $000's | Variation* $000's | 2020 / 2021 Actual $000's | |
---|---|---|---|---|
Current Assets | 262,453 | 252,746 | -9,707 | 226,517 |
Non-current Assets | 132,200 | 120,801 | -11,399 | 123,368 |
Total Assets | 394,653 | 373,547 | -21,106 | 349,885 |
Current Liabilities | 92,237 | 68,718 | 23,519 | 67,600 |
Non-current Liabilities | 88,832 | 79,903 | 8,929 | 74,388 |
Total Liabilities | 181,069 | 148,621 | 32,448 | 141,988 |
Net Assets | 213,584 | 224,926 | 11,342 | 207,897 |
Equity | 213,584 | 224,926 | 11,342 | 207,897 |
* Variation between 2021/2022 Budget and Actuals. The increase in Net Assets between the 2021/2022 Budget and Actuals is mainly due to:
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Consultants Disclosure
The following is a summary of external consultants that have been engaged by the agency, the nature of work undertaken, and the actual payments made for the work undertaken during the 2021/2022 financial year.
Consultancies | With a Contract Value Below $10,000
Consultancies | Purpose | $ Actual Payment |
---|---|---|
All consultancies below $10,000 —combined | Nil | Nil |
Consultancies | With a Contract Value Above $10,000
Consultancy | Purpose | $ Actual Payment |
---|---|---|
Certifii HCS Pty Ltd | Certification audit of Disability Services against NDIS Practice Standards | 10,800 |
Christine Dennis | Review of the Transition to Home (T2H) program | 15,500 |
Dana Shen Consultancy | Develop a Safer Family Services Aboriginal Cultural Practice Framework | 37,273 |
Flinders University | Re-design of Financial Wellbeing and Resilience programs | 14,965 |
KPMG | Policy advice on government owned Specialist Disability Accommodation housing | 14,967 |
KPMG | Review of regulation of Supported Residential Facilities | 51,197 |
Richard Dennis | Review the South Australian Disability Inclusion Act 2018 | 38,400 |
Workforce Planning Australia Pty Ltd | Undertake a Child and Family Support System workforce audit and develop a sector wide Workforce Plan | 80,000 |
Total | 263,102 | |
Data for previous years is available at: Data.SA - Annual Reporting - DHS Annual Report Data See also the Consolidated Financial Report of the Department of Treasury and Finance for total value of consultancy contracts across the South Australian Public Sector. |
Contractors Disclosure
The following is a summary of external contractors that have been engaged by the agency, the nature of work undertaken, and the actual payments made for work undertaken during the 2021/2022 financial year.
Contractors | With a Contract Value Below $10,000
Contractors | Purpose | $ Actual Payment |
---|---|---|
All contractors below $10,000 — combined | Various | 172,160 |
Contractors | With a Contract Value Above $10,000
Contractors | Purpose | $ Actual Payment |
---|---|---|
Adrian Harry | Provision of occupational therapy services. | 13,047 |
Australian Integrated Security Pty Ltd | Server replacement and maintenance at Kurlana Tapa Youth Justice Centre. | 127,390 |
BAJMAA Pty Ltd | Relocation of office furniture. | 32,189 |
Boundary Solutions Pty Ltd | Office fit-out at level 9 Riverside Centre (installation of auto door etc.). | 18,590 |
Central Queensland University | Design and implementation of an online survey relating to sports betting. | 74,522 |
Community Data Solutions | Community Business Intelligence system setup, training and initial support. | 15,260 |
Creative Systems Pty Ltd | Supply and installation of office equipment and furniture. | 20,162 |
CTG Security Matrix Pty Ltd | Implementation of electronic security system at Kurlana Tapa Youth Justice Centre. | 17,800 |
Dana Shen Consultancy | Trauma Responsive System Framework Roadshow. | 38,527 |
Elizabeth Close | Mural Art - Stephen Goldsmith Education Centre Artist fees. | 10,000 |
Far West Community Partnerships Ltd | Lead coordinator for the Ceduna Reform. | 46,910 |
Healthcare Australia Pty Ltd | Provision of occupational therapy services. | 54,557 |
Ignite Services Pty ltd | Boiler repairs and system upgrade for Kurlana Tapa Youth Justice Centre. | 51,190 |
Info Access Group Pty Ltd | Provide Easy Read accessibility services to various projects including the discussion paper for the review of the Disability Inclusion Act 2018. | 11,200 |
Julia Farr Association Inc | Facilitate a series of focus groups with the disability community to seek advice about features and functionality relating to the development of a safeguarding app. | 21,665 |
Lambert’s Innovative Services Pty Ltd | Restrictive Practices System testing services. | 14,370 |
Linking Futures Pty Ltd | Guide the development of the Community Connections Program model for Aboriginal Organisation Partners, to ensure it is culturally safe, accessible and meets the needs for Aboriginal peoples. | 64,866 |
Minda Incorporated | Delivery of Disability Dynamics module - dysphagia, communication and mealtime support. | 23,657 |
Morton Health Pty Ltd | Provide training for Dynamics Advanced Manual Tasks. | 48,346 |
Mossop Group Pty Ltd | Alterations to office spaces at Riverside Centre, including Mail Room relocation and level 4 fit-out. | 32,406 |
Parenting Research Centre Inc | Evaluation of Intensive Family Support pilot programs and Aboriginal Family Support project. | 136,306 |
Peter Fuller & Associates Pty Ltd | Review and audit of the activity and effectiveness of key digital and social platforms currently used by DHS. | 15,600 |
Relationships Australia Health Ltd | Western Child and Family Support Network coordinator. | 34,555 |
Riverbourne Pty Ltd | Delivery of the Human Resource Management System Project. | 64,681 |
SFDC Australia Pty Ltd | Development of a prototype on Salesforce platform. | 66,000 |
South Australian Native Title Services Ltd | Kaurna Yerta Cultural Consultancy and Support Project. | 102,600 |
Synergy IQ Pty Ltd | Supporting the Screening Unit service reform and change management. | 11,586 |
T & T Electrical Services P/L | Supply and installation of new network outlets. | 13,839 |
The Moonshine Lab Pty Ltd | Development of an iOS and Android compatible application to provide geolocation accessibility information as part of the Go2Gov Program. | 147,000 |
The University of Adelaide | Monitoring and Evaluation Framework to track progress and outcomes under the Minimising Gambling Harm in South Australia Investment Plan 2021–2026. | 14,871 |
Ventia Australia Pty Ltd | Preventative maintenance and asset lifecycle management. | 47,609 |
Total | 1,391,301 | |
Data for previous years is available at: Data.SA - Annual Reporting - DHS Annual Report Data The details of South Australian Government-awarded contracts for goods, services, and works are displayed on the SA Tenders and Contracts website. View the agency list of contracts. The website also provides details of across-government contracts. |
Other Financial Information
Pursuant to Section 73BA of the Gaming Machines Act 1992, the Minister for Human Services is required to report on the application of the Gamblers Rehabilitation Fund during the preceding financial year. This information is provided at "Reporting required under any other act or regulation".
Other Information
Nil to report.
Risk management and audit
Risk and audit at a glance
The DHS Risk Management and Audit Committee (RMAC) provides independent assurance and assistance to the Chief Executive (and the Executive Leadership Team) on DHS’s risk, control and compliance framework, and its financial statement responsibilities.
The Committee assists the Chief Executive in the identification of risks, determining priorities for action, developing and implementing strategies for effective risk management and in ensuring accountabilities are met. The Committee also oversees the focus and work undertaken by Internal Audit.
RMAC members are appointed by the Chief Executive with the current Committee comprising three members external to the department and two internal members.
The membership as at 30 June 2022 was:
- Carolyn Mitchell, Chair (external member)
- Jo King (external member)
- Elizabeth Moran (external member)
- Sue-Ann Charlton (internal member)
- Alex Reid (internal member).
The Committee met five times during the 2021–22 financial year.
The objective of Internal Audit is to undertake audit activities that:
- provide reasonable assurance over the adequacy and effectiveness of controls and processes in place to manage departmental risks
- identify opportunities to strengthen control weaknesses and contribute to the delivery of the department’s strategic objectives and services.
Internal Audit also considers the risk of fraud and maladministration in the course of their work. This includes assessment of current control environments to ensure effective protection against fraud and maladministration as a standard objective of most of their reviews.
The Incident Management Unit (IMU) is the primary investigative body within DHS. It is responsible for undertaking all investigations relating to potential fraud, misconduct or maladministration. This ensures consistency and efficiency in the department’s response to incidents and potential fraud and has strengthened controls and investigatory capacity.
The IMU is also responsible for care concern investigations, Critical Client Incidents, Independent Commissioner Against Corruption referrals, and requests for information under the National Redress Scheme in response to the Royal Commission into Institutional Responses to Child Sexual Abuse. While investigations are primarily undertaken by the IMU, they may be assigned to Internal Audit where appropriate.
Fraud detected
Category / nature of fraud | Number of instances |
---|---|
Incidents related to discrepancies in clients’ funds | 5 |
Incidents related to missing property | 2 |
False or misleading documentation | 2 |
Misuse of government resources | 12 |
Notes Fraud reported includes actual and reasonably suspected incidents of fraud. |
Strategies implemented to control and prevent fraud
The department has a zero tolerance to fraud and maladministration with all incidents of discrepancies in client records, funds and/or property to be recorded on the internal DHS recording system.
The DHS Fraud and Corruption Control Framework addresses the processes for responding to and reporting incidents of fraud and corruption within the department. It aligns with the South Australian Government Fraud and Corruption Control Policy and summarises responsibilities of key areas.
During 2021–22, the department’s Executive Leadership Team established five high-level strategic decision-making sub-committees to support its functions. The Assurance Committee is accountable to the Executive Leadership Team for ensuring DHS meets all of its governance requirements and measures performance against deliverables.
The responsibilities of the Assurance Committee include:
- overseeing corporate governance and ensuring effective internal controls, including receiving reports from across all divisions and approving the annual internal audit workplan
- effectively monitoring, managing, and reporting on risks, internal audit findings and breaches to ensure compliance.
The Assurance Committee also has an overarching oversight role in ensuring the department is implementing and actioning RMAC recommendations.
Data for previous years is available at: Data.SA - Annual Reporting - DHS Annual Report Data
Public interest disclosure
2021/2022 | Number of occasions |
---|---|
Public interest information disclosed to a responsible officer of the agency under the Public Interest Disclosure Act 2018. | 0 |
Reporting required under any other act or regulation
Disability Inclusion Act 2018
Legislative Reporting Requirement
Part 6a - Restrictive Practices | ||
---|---|---|
1 | The Chief Executive must, not later than 31 October in each year, cause a report on the operation of this Part during the preceding financial year to be prepared and provided to the Minister, setting out - | |
a | The number of Authorised Program Officers authorised by the Senior Authorising Practitioner during that financial year; and | |
b | The number of authorisations of the use of level 1 or 2 restrictive practices by the Senior Authorising Officer during that financial year (including any authorisations of the further use of such restrictive practices); and | |
c | The kinds of restrictive practices authorised to be used by the Senior Authorising Officer during that financial year; and | |
d | Any other information required by the regulations. | |
2 | The Minister must, within 12 sitting days after receiving a report under this section, lay a copy of the report before both Houses of Parliament. | |
3 | A report under this section may be combined with the annual report of the administrative unit of the Public Service that is responsible for assisting a Minister in the administration of this Act (in which case the Minister need not lay a copy of the report before both Houses of Parliament under subsection (2)). |
Report
Commencing on 30 May 2022, the Disability Inclusion (Restrictive Practices - NDIS) Amendment Act 2021 amends the South Australian Disability Inclusion Act 2018 to establish a legislative framework for the Restrictive Practices Authorisation scheme.
Restrictive practices are interventions that have the effect of limiting the rights and freedom of movement of a person who displays behaviours of concern. While the goal of the intervention is to protect that person or others from harm, in some circumstances it can represent a serious human rights infringement.
A new unit was established in the department, led by the Senior Authorising Officer, to authorise regulated restrictive practices. The amendments to the Disability Inclusion Act 2018, establish a tiered authorisation system for the use of restrictive practices. Authorised Program Officers in NDIS services and the Senior Authorising Officer can authorise Level 1 restrictive practices. Level 2 restrictive practices, and combinations of Level 1 and Level 2 practices, carry increased risk and are authorised by the Senior Authorising Officer.
During the 2021/2022 financial year there were 49 Authorised Program Officers who met the selection criteria outlined in the Disability Inclusion (Restrictive Practices - NDIS) Regulations 2021, and were authorised by the Senior Authorising Officer to undertake the role.
The Senior Authorising Officer authorised 138 restrictive practices comprising:
- 117 authorisations of environmental, chemical and mechanical restrictive practices. These may be Level 1 or Level 2 restrictive practices depending on the circumstances.
- 21 authorisations of seclusion and physical restrictive practices, which are categorised as Level 2 practices.
Transitional arrangements were negotiated with the NDIS Quality and Safeguards Commission to reduce administrative burdens for NDIS providers reporting unauthorised restrictive practice. These arrangements will end on 30 September 2022.
Gaming Machines Act 1992
Legislative Reporting Requirement
73BA - Gamblers Rehabilitation Fund | |
---|---|
6 | The Minister responsible for the administration of the Family and Community Services Act 1972 must, on or before 30 September in each year, prepare a report on the application of the Fund during the preceding financial year and must cause copies of the report to be laid before both Houses of Parliament. |
Report
The department administers the Gamblers Rehabilitation Fund (GRF) through the Office for Problem Gambling to provide funding for programs and services that aim to minimise or address the harm caused by gambling. This includes funding for gambling help services across South Australia, including services targeting cohorts at risk of experiencing gambling harm, and online and telephone gambling help services. During 2021–22, approximately $5.73 million was allocated through the GRF to 12 Gambling Help Services in each State Government region and 16 targeted services.
In August 2020, following changes to the Gaming Machines Act 1992, the scope of the GRF was expanded to allow for investment in early intervention and prevention activities, public education and information programs, and gambling research. In response, the department undertook a comprehensive consultation process with key stakeholders in the South Australian gambling environment, which resulted in the release of the Minimising Gambling Harm in South Australia Investment Plan 2021–2026 in November 2021.
The Investment Plan describes clear goals for future investment, prioritises strategic areas of focus, and identifies evidence-based, practice informed opportunities to minimise gambling harm. Six key strategic projects have been identified as necessary to achieving the goal of the Investment Plan, which are being progressed in a phased approach over the life of the plan.
The University of Adelaide has been engaged to develop a Monitoring and Evaluation Framework to track progress and outcomes achieved under the Investment Plan. The Framework will also identify those areas of investment which have the greatest impact on preventing and minimising gambling harm in South Australia.
The first phase of the Here for the Game initiative was also launched in November 2021, which has involved the Office for Problem Gambling partnering with the Adelaide United Football Club to release a communications campaign that seeks to disrupt the normalisation of betting in sport and encourages fans to be ‘here for the game’. Initial evaluation has shown overwhelming support and positive sentiment towards the campaign from Adelaide United fans and traction within the broader South Australian community.
Julia Farr Services (Trusts) Act 2007
Legislative Reporting Requirement
9. Annual Report | |||
---|---|---|---|
1 | The administrative unit of the Public Service that is primarily responsible for assisting a Minister in relation to the provision of disability services in the State must include in its annual report for each financial year a statement that sets out, insofar as is reasonably practicable, the following information, as at 30 March of the financial year to which the report relates, with respect to the persons who are residents of the Fullarton campus on 30 June 2007: | ||
a | The number of persons resident at the Fullarton campus; | ||
b | With respect to the persons resident at a place other than the Fullarton campus, a broad description of the nature of their accommodation; | ||
c | During the preceding period of 12 months - | ||
i. | the processes used to plan and implement the relocation of any person to accommodation other than the Fullarton campus; | ||
ii. | the number of persons who returned to accommodation at the Fullarton campus, and the circumstances of their return. | ||
2 | A report under subsection (1) should be prepared in a manner that does not identify a particular person. |
Report
As at 30 March 2022, there were no residents living at the Fullarton campus, now known as Highgate Park.
In April 2020 the last resident moved from Highgate Park into aged care, in line with a commitment to relocate people with disability out of institutions.
During the preceding 12 months no previous residents returned to Highgate Park, which is now closed.
Youth Justice Administration Act 2016
Legislative Reporting Requirement
9. Chief Executive's Annual Report | ||
---|---|---|
1 | The Chief Executive must, not later than 30 September in each year, submit to the Minister a report on - | |
a | The operation of this Act and the work of the Department in relation to the administration of this Act for the financial year ending on the preceding 30 June; and | |
b | Any other matter as the Minister may direct. | |
2 | The Minister must, within 12 sitting days after receipt of a report under this section, cause a copy of the report to be laid before each House of Parliament. |
Reporting
Over the past year, the department has continued to implement a range of strategies and improvements to support the objects and provisions of the Youth Justice Administration Act 2016. These align with actions under Young People Connected, Communities Protected: South Australia’s Youth Justice State Plan 2020–2023 and include:
- The commencement of the Enhanced Support Team Pilot at the Kurlana Tapa Youth Justice Centre in August 2021, to assist operational staff working with children and young people to proactively respond to behaviours of concern and support increased emotional and behavioural stability.
- The commencement of the Child Diversion Program in December 2021, which is trialling a triage and support service for Aboriginal children aged 10 to 13 years who are at risk of being remanded into custody.
- Sarah Constructions Pty Ltd commencing site works in April 2022 to deliver a $21.75 million capital works program to improve and permanently consolidate youth custodial services at the Goldsborough Road campus of Kurlana Tapa. The capital works program is expected to achieve practical completion by 30 June 2023 and will deliver:
- a new 12-bed accommodation unit with a centralised office space and design considerations to better support young people with complex needs
- a new 8-bed police custody unit to ensure that children and young people awaiting court appearances will be accommodated separately from children and young people on periods of remand or sentenced detention
- new classroom space to enable education requirements to be met
- an extended visiting space to support children and young people having time with families and visitors.
- Implementing a revised assessment approach across Youth Justice Services, including the introduction of the Child and Adolescent Intellectual Disability Screening Questionnaire (CAIDS-Q). This seven-item tool screens for possible intellectual disability and aims to support staff to identify children and young people who may require referral for further assessment.
- The delivery in June 2022 of REFRAME training, an evidence-based staff training program aimed at upskilling frontline staff who are engaging with young people with Foetal Alcohol Spectrum Disorder and other neuro-divergences. The majority of participants in the training were from Kurlana Tapa.
- No partially-clothed searches of children and young people being undertaken.
- The department continuing to facilitate and welcome the Training Centre Visitor’s independent visits, inspections, and oversight of Kurlana Tapa to promote the best interests and rights of children and young people.
During 2021–22, Kurlana Tapa continued to be managed as a high-risk facility to better prevent outbreaks and transmission of COVID-19. There was no transmission of COVID-19 to children and young people within Kurlana Tapa during the financial year.
Reporting required under the Carers Recognition Act 2005
Under Section 6 of the Carers Recognition Act 2005, the department is required to ensure all officers, staff or agents are aware and understand the principles of the Carers Charter, and promote consultation with carers or their representatives in policy or program development and strategic or operational planning.
During 2021–22, staff gained an awareness of the principles of the Carers Charter during induction and training. Flexible work and carers leave arrangements were also available across the department, including paid leave entitlements for employees with primary care responsibilities for a person with disability. This leave is in addition to family carers leave and special leave with pay.
Unpaid family or friend carers remained a priority cohort within the Community Connections Program, developed following the cessation of the South Australian Home and Community Care program on 30 April 2021. South Australia’s peak carer body, Carers SA, is the carer representative on the Community Connections Program Advisory Group to inform the implementation of the program.
Under the Community Connections Program, the department has continued to fund and engage with four carer support organisations, including Carers SA, to meet the needs of South Australian carers following national reforms, in particular the NDIS, My Aged Care and the national Carer Gateway. In 2021–22, DHS also funded Carers SA to undertake a pilot project that aims to improve the identification and support of young carers in schools.
During the year, the department’s Disability Engagement Group (DEG) was reviewed and refreshed to prioritise membership of people with lived experience of disability, including those caring for a family member with disability. Through the DEG, the department regularly engages with people with disability and carers to inform the implementation of Inclusive SA, South Australia’s first State Disability Inclusion Plan.
In May 2022, the Minister for Human Services announced a new Minister’s Disability Advisory Group, which will provide a direct voice to the State Government for people with disability and carers. The department will provide executive support to the Advisory Group once established.
Public complaints
Number of Public Complaints Reported 2021/2022
Category | Example | Number of Complaints | |
---|---|---|---|
Primary | Secondary | ||
Professional behaviour | Staff attitude | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency. | 25 |
Staff competency | Failure to action service request; poorly informed decisions; incorrect or incomplete service provided. | 6 | |
Staff knowledge | Lack of service specific knowledge; incomplete or out-of-date knowledge. | 3 | |
Communication | Communication quality | Inadequate, delayed or absent communication with customer. | 20 |
Confidentiality | Customer’s confidentiality or privacy not respected; information shared incorrectly. | 1 | |
Service delivery | Systems / Technology | System offline; inaccessible to customer; incorrect result/information provided; poor system design. | 4 |
Access to services | Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities. | 8 | |
Process | Processing error; incorrect process used; delay in processing application; process not customer responsive. | 15 | |
Policy | Policy application | Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given. | 1 |
Policy content | Policy content difficult to understand; policy unreasonable or disadvantages customer. | 1 | |
Service quality | Information | Incorrect, incomplete, out dated or inadequate information; not fit for purpose. | 2 |
Access to information | Information difficult to understand, hard to find or difficult to use; not plain English. | 1 | |
Timeliness | Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met. | 1 | |
Safety | Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness. | 3 | |
Service responsiveness | Service design doesn’t meet customer needs; poor service fit with customer expectations. | 3 | |
No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate. | 19 | |
Total | 113 | ||
Notes Complaints data relies on complaint categories being entered into the client feedback system. This data was only recorded for 113 out of 207 complaints received for the reporting period. |
Additional Metrics
Metric | Total |
---|---|
Number of positive feedback comments (total number of recorded compliments and suggestions) | 84 |
Number of negative feedback comments (total number of recorded complaints) | 207 |
Total number of feedback comments | 291 |
% complaints resolved within policy timeframes | 67% |
Notes Data for previous years is available at: Data.SA - Annual Reporting - DHS Annual Report Data |
Service Improvements
The following summarises actions by the department to improve its management of complaints, and service improvements resulting from complaints or client feedback in 2021–22:
- In February 2022, the Health and Community Services Complaints Commissioner (HCSCC) released a public summary report into an investigation into the provision of health services by the Transition to Home (T2H) program. The investigation was undertaken following a complaint received by the HCSCC about the care of a T2H client. The department has undertaken to implement the recommendations.
- The Community Connections Program team developed an FAQ sheet for RDNS staff to provide to clients to ensure they receive accurate information. This was developed in response to feedback from a participant in the Adults with Chronic Conditions program who was unsure if her services would continue. She was also unaware that a longer-term service may be available under the new Community Connections Program if she was assessed as suitable.
- Concessions and Support Services developed and implemented an appeal process for declined Companion Card applications. The process was created in response to a request from a customer who was declined for a Companion Card on multiple occasions for the same reason. The process provides the declined customer with the opportunity to submit new information and have their application reassessed by a panel that is independent from the original decision.
- In response to public complaints and feedback regarding supply issues in the South Australian disability housing sector, DHS entered into a bilateral project agreement in February 2022 to support the delivery of Specialist Disability Accommodation (SDA) for NDIS participants in South Australia. The project will deliver an increase in the supply of customised SDA arrangements for a cohort of NDIS participants with very high needs who have limited or no accommodation options available to them due to their exceptional needs and circumstances.
- Throughout 2021–22, DHS Disability Services has been working towards full registration with the NDIS Quality and Safeguards Commission, including registration to provide services under the NDIS. The Commission is responsible for safeguarding NDIS participants and monitoring service providers. As such, NDIS registration contributes to improvements in DHS Disability Services’ complaints management policy and processes.
- The Screening Unit has updated the email message sent to applicants notifying them that they are permitted to work with children. Following enquiries from applicants about the outcome of their Working With Children Check, the Screening Unit identified that the term ‘not prohibited’ was confusing for some applicants who believed it meant that they were not permitted to work with children. The email to applicants was updated with the term ‘not prohibited’ replaced with ‘cleared’. The Screening Unit no longer receives these types of enquiries from applicants.
Compliance Statement
The Department of Human Services is compliant with Premier and Cabinet Circular 039 - complaint management in the South Australian public sector.
The Department of Human Services has communicated the content of PC 039 and the agency’s related complaints policies and procedures to employees.