Child and Family Focus SA (CAFFSA) 29 April 2019 Fiona Ward, Acting - - PowerPoint PPT Presentation

New contract KPI meeting hosted by Child and Family Focus SA (CAFFSA)

29 April 2019

Fiona Ward, Acting Chief Executive & Jennifer Browne, Chief Financial Officer Department for Child Protection

Acknowledgement of Country

We would like to acknowledge this land that we meet on today is the traditional lands of the Kaurna people and that we respect their spiritual relationship with their country. We also acknowledge the Kaurna people as the custodians of the Adelaide region and that their cultural and heritage beliefs are still as important to the living Kaurna people today.

Item 1: 2019 Procurement and contracting timeline

18 April 2019 Example agreements & contract content available for review on Service Provider area

• f webpage

By 9 May 2019 Draft contracts issued to Service Providers using new agreement templates 1 July 2019 Quarter 1 payment for block funded agreements release date for executed contracts 16 May 2019 Updated draft contracts provided to Service Providers 7 June 2019 Signed contracts to be returned by Service Providers 21 June 2019 Contracts executed by SA Govt. delegate(s) (i.e. Minister, CE, CFO) 28 June 2019 Executed contracts returned to Service Providers 30 June 2019 Executed contracts implemented

24 Tier 1 KPIs for review and feedback Item 2: Performance Measurement Specification Tier 1 KPIs

9 Business days to review (8 April 2019 – 22 April 2019) Most KPIs already in existing agreements Additional feedback Tier 1 survey open 29 April 2019 – midnight 1 May 2019 (link to be emailed) Not all KPIs apply to all service types, only need to review those applicable

=

13 General family based care KPIs 13 Specialist family based care KPIs 10 Respite KPIs 8 Residential Care KPIs 8 Supported Independent Living KPIs 7 Reunification KPIs

10 KPIs amended

(e.g. change in target and/or description, consolidation)

9 KPIs where additional clarification provided

(e.g. Clarification to provide response to queries raised)

3 KPIs removed from Tier 1

(e.g. Removed completely from measures or moved to Tier 2)

Item 2: Tier 1 KPIs feedback results - overview Based on the feedback received:

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reu: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living Service type key:

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP1 Service Delivery Placement Daily average occupancy during the reporting period (Percentage (%) of Placement nights actually provided to DCP clients by the total number of contracted placement nights of service provider in the period) 100% >= 100% >= 95% and < 100% < 95% GFBC SFBC Action: This measure will be removed and all placement utilisation measurement captured through SP2 SP2 Service Delivery Placement Placement utilisation (Placement nights provided to DCP Clients) during the reporting period 100% Of contract minimum placement Target >=98% (FBC) >= 95% (Non FBC)

• f contract

minimum placement target >= 95% (FBC) >= 85% (non FBC)

• f contract

minimum placement target < 95% (FBC) < 85% (non FBC)

• f contract

minimum placement target GFBC Resp Resi SFBC SIL Action: Altered thresholds based on feedback (previously both set at L1:100%, L2>=95%, L3 <95%) Info comment: Reasons behind not meeting targets to be considered & discussed as part of contract management meetings about performance.

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reu: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP3 Service Delivery Carer % of Carer household reviews completed and submitted that were required to be undertaken during the reporting period 100% 100% >= 95% and < 100% < 95% GFBC Resp SFBC Info comment: Reasons behind not meeting targets to be considered & discussed as part of contract management meetings about performance. SP4 Service Delivery Recruitment % of Carer Assessments submitted to Carer Registration within 5 months of Assessment Commencing during Reporting Period 100% 95% 100% 95% >= 95% and < 100% >= 90% and < 95% < 95% < 95% GFBC Resp SFBC Action: Amend target to 95% as per feedback SP5 Quality of service Incident Percentage of care concerns actions and tasks allocated to service provider to address that are completed by service provider within agreed timeframes during the reporting period (Self-reported) 100% 100% >= 95% and < 100% < 95% GFBC Resi Resp SFBC SIL Info comment: Response timeframes will be part of a discussion between DCP and Service Provider. Service Providers will self report on progress of agreed actions.

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reu: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP6 Quality of Service Carer % of Carer households with an allocated placement support worker on the last day of the reporting period 100% 100% >= 95% and < 100% < 95% GFBC Resp SFBC No action – agreed reasonable target SP7 Quality of Service Carer % of New Placement referrals placed where carer household received face-to-face contact from their Placement support worker within 7 days of placement commencing during the reporting period 100% 100% >= 95% and < 100% < 95% GFBC SFBC No action – agreed reasonable target SP8 Quality of Service Carer % of Carer households that have received a face-to-face home visit by allocated Placement support worker every eight weeks during the reporting period 100% 100% >= 95% and < 100% < 95% GFBC No action – nil feedback received

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reu: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP9 Quality of Service Carer % of Carer households that have received a face-to-face home visit by allocated placement support worker every two weeks during the reporting period 100% 100% >= 95% and < 100% < 95% SFBC Agreed reasonable target Info comment: Measure

• nly relates to home visits

and not other contacts. SP10 Quality of Service Carer Placement support worker to active carer household ratio /Percentage on the last day of the reporting period 1:18 ratio <= 1:18 > 1:18 and <= 1:19 > 1:19 GFBC Resp SFBC No action – agreed reasonable target SP11 Financial viability Financial viability Total and unfunded variation in net cost of service for reporting period as % Net cost of service as reported in quarterly acquittal is not in deficit (Budget v's actual expenditure) Block funded contracts ONLY 0% 0% > 0% and <= 5% >5% GFBC Resi Resp SFBC SIL Agreed reasonable target Action: Amend description. Info comment: This measure applies to block funded agreements only. The intent of the measure is to identify budget overruns (i.e. where expenses exceed block funded revenue)

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reu: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP12 Compliance Legislation % of Active Carers and household members with a current satisfactory DHS Child Related Employment Screening (CRES) Clearance and Background Check 100% 100% <100% GFBC Resi Resp SCO SFBC SIL Agreed reasonable target Action: Amended description to reflect active carers Info comment: Additional background checks undertaken on all family based carers by DCP Carer Registration Unit as part of carer registration process SP13 Compliance Legislation % of staff employed in execution

• f a DCP contract with a current

satisfactory DHS Child Related Employment Screening (CRES) Clearance 100% 100% <100% GFBC Resi Resp SCO SFBC SIL Action: Measure description amended to reflect the fact that all staff associated with the delivery of a DCP contract must have a CRES.

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reu: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP14 Compliance Legislation % of Service Provider personnel providing services in licensed residential care facilities with a satisfactory psychological assessment during reporting period 100% 100% < 100% Resi No action – agreed reasonable target SP15 Compliance Legislation % of Service Provider personnel providing services in DCP

• perated residential facilities

with a satisfactory psychological assessment during reporting period 100% 100% < 100% Resi No action – agreed reasonable target SP16 Compliance Administrative All performance data and financial expenditure data and information requirements are received and complete in FULL within prescribed timeframes Yes Yes No GFBC Resi Resp SFBC SIL No action – agreed reasonable target

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reun: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP17 Service Delivery Services Percentage of new referrals where services have commenced during the reporting period Percentage of new services that have commenced within 2 weeks of referral during the reporting period 95% 100 – 95% 95 - 85% < 85% FP Reun Action: Threshold targets clarified and description adjusted to make clearer Info Comment: Reasons behind not meeting targets to be considered and discussed as part

• f contract management

meetings about performance. SP18 Service Delivery Services Number of families who have received intervention services from beginning of financial year Minimum intervention services target in contract (YTD accumulating number against target) (Yearly Target / 4) 100 – 90% 90 - 80% < 80% FP Action: Threshold targets clarified and target description adjusted to make clearer Info Comment: Reasons behind not meeting targets to be considered and discussed as part

• f contract management

meetings about performance..

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reun: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP19 Service Delivery Services Number of young people and children receiving or have received intervention services from beginning of financial year Minimum intervention services target in

• contract. (YTD

accumulating number against target) (Yearly Target / 4) 100 – 90% 90 – 80% <80% Reun Action: Threshold targets clarified and target description adjusted to make clearer SP20

• 1

Quality of Service Services % of intervention services with families / individuals completed that are successful (client not in placement) after 3, 6, 12, 24 months of service

• completion. (in development)

100% 80% 100% >=80% >= 95% and < 100% 80 – 70% < 95% < 70% FP Reun Action: Reviewed period/ term and target % of KPI . Updated thresholds based on feedback. (SP20-1) Action: 3, 6 and 24 month target moved to Tier 2. (SP20-2) SP21 Quality of Service Services Number of Families / Individuals people intervention services discontinued by reason during the reporting period FP Reun Action: Move to Tier 2 suite of KPIs no measure associated - number by reason reported

Item 2: Tier 1 KPIs feedback results – by KPI

FP: Family Preservation GFPBC: General Family Based Care Resi: Residential Resp: Respite Reun: Reunification SCO: Specific Child Only SFBC: Specialist Family Based Care SIL: Supported Independent Living

Ref Domain Area Description Target Level 1 Threshold Level 2 Threshold Level 3 Threshold Service type Action / comment

SP22 Financial viability Financial viability Total and unfunded variation in net cost of service for reporting period as % Net cost of service as reported in quarterly acquittal is not in deficit (Budget v's actual expenditure) Block funded contracts ONLY 0% 0% > 0% and <= 5% >5% FP Reun Agreed reasonable target Action: Amend description. Info comment: This measure applies to block funded agreements only. The intent of the measure is to identify budget

• verruns (i.e. where

expenses exceed block funded revenue) SP23 Compliance Legislation % of Service Provider personnel with a current satisfactory DHS Child Related Employment Screening (CRES) Clearance and Background Check 100% 100% <100% FP Reun No action – agreed reasonable target SP24 Compliance Administrative All performance data and financial expenditure data and information requirements are received and complete in FULL within prescribed timeframes Yes Yes No FP Reun No action – nil feedback received

Feedback process

Process reviewed following feedback from Sector Briefing 2 (held 5 April 2019): Separated from Tier 1 KPI feedback process Opens 29 April 2019 and closes 14 June 2019 (link to be emailed 29 April 2019) Not all KPIs apply to all service types, only need to review those applicable

Item 3: Tier 2 KPI Feedback

Communication and engagement mechanisms introduced

To support the volume and complexity of change, and ensure information, actions and timeframes are understood and achieved, DCP has introduced:

Item 4: Communication & Engagement mechanisms

Sector Briefings Service Provider email updates One on one meetings Dedicated Service Provider webpages Feedback surveys Dedicated mailbox

DCPServiceProviders@sa.gov.au

Present information and provide

• pportunity to ask questions and

clarify content Focus on specific issues and actions between individual Service Provider and DCP Emails notifying Service Providers of key information i.e. content published, available events and surveys Central location for Service Providers to access information to support procurement and contracting activities Opportunities for Service Providers to provide feedback on DCP activities Dedicated communication channel for Service Providers to seek information, ask questions and provide feedback

Item 4: Communication & Engagement mechanisms – scorecard

Our deadlines may not be able to be moved, but we can review how we use these mechanisms. What works well? Ideas for improvement?...

Sector Briefings Service Provider email updates Feedback surveys Mailbox

Industry Day (24/9/2018) 96%

Of current service providers had 1 or more representatives in attendance

Sector Briefing 1 (21/3/2019) 100%

Of current service providers had 1 or more representatives in attendance

Sector Briefing 2 (5/4/2019) 87%

Of current service providers had 1 or more representatives in attendance

Campaign (22/3/2019)*

Sector Briefing 1 content published

57% recipients opened /33 emails unopened Campaign (8/4/2019)*

Sector Briefing 2 content published & link to Tier 1 KPI survey

43% recipients opened / 49 emails unopened Campaign (18/4/2019)*

Contract content published on webpage & reminder for survey

29% recipients opened /63 emails unopened Attendee satisfaction 27% participation rate Tier 1 KPIs feedback 39% participation rate Tier 1 KPIs feedback 2 emails

(received after close date) * Click rate for opening is an approximate based on download logic between recipient’s email & Campaign Monitor

Sector briefing 3: 6 May 2019

Performance measurement update 2019/2020 Procurement Program update Aim: Provide opportunity to ask questions on information presented so far, understand key timeframes & actions required from now until 1 July 2019 Science Exchange, 3pm – 5pm, check your email for registration link sent 24/4/019

Item 5: Upcoming sector briefings Sector briefing 4: Proposed for 3rd week of May 2019

Family based care unit pricing & loading rates (subject to approvals) Launch of Performance Measurement Specification Tier 1 KPIs

New contract KPI CAFFSA meeting DCPServiceProviders@sa.gov.au