Client Support Coordinators

Contents

Background
Ethical Principles
Human Dignity and Worth
Social Justice
Service
Integrity
Competence

Service Delivery
Client Access and Equity
Client Rights and Responsibilities
Case Coordination
Monitoring and Review
Evaluation of Service

Background

Client Support Coordinators (CSC) work with social housing tenants who are experiencing issues impacting on their ability to maintain their tenancy. Issues may include:

  • family problems;
  • domestic violence;
  • debt;
  • disability (intellectual, physical and mental illness);
  • drug or alcohol addiction;
  • financial hardship;
  • low level literacy and/or comprehension skills; and
  • non-English speaking and/or Aboriginal and Torres Strait Islander background.

CSCs assist clients to access appropriate housing and community support packages to enable them to maintain a satisfactory and enduring tenancy.

CSCs assist clients to develop individual client case plans in conjunction with Housing Managers and case managers from other services.

CSCs do not usually case manage but may do so for individual clients requiring specialist management, until a case manager from another support service is appointed.

A CSC is attached to each Tenancy Services team. The CSC provides information and specialist human services advice with the role focusing on mentoring and training team members.

CSCs develop ongoing working relationships/networks between housing staff, contribute to team building and encourage the transfer of skills to team members, particularly where issues are associated with complex needs of clients whose tenancies are at risk. CSCs are involved in resource collection and development, and participate in various work and project team activities, including staff development initiatives.

CSCs represent Housing ACT in key community service forums and actively participate in local initiatives to improve inter-agency linkages. CSCs foster cooperative networks across the broader health and human services support system to improve agency service responses and service delivery coordination. CSCs liaise, consult, negotiate and provide advice to a range of staff and other professionals within the ACT Government and in community agencies. CSCs also advocate Housing ACT's position and direction to the ACT community.

CSCs contribute towards organisational change through supporting the implementation of the Intensive Tenancy Management (ITM) model. They also provide professional advice in the development of policies and procedures to support ITM, identify gaps in organisational resources and service delivery and provide advice to Housing ACT on current trends regarding client management.

Top

Ethical Principles

In service to clients CSCs are committed to 5 basic values:

Human Dignity and Worth

CSCs believe that every person has a unique worth and the right to well-being, self-fulfilment and self-determination.

Social Justice

Social justice encompasses basic human needs and the equitable distribution of resources to meet those needs. CSCs promote access and equity in public services and benefits to help clients achieve their potential and obtain equitable protection and treatment.

Top

Service

The primary goal of the CSCs is to encourage and assist people in need to meet their personal, social and housing needs.

Integrity

CSCs act with honesty, reliability and impartiality in their service to clients.

Competence

CSCs work within their area of competence and continually develop expertise.

Top

Service Delivery

Client Access and Equity

CSCs provide an open and inclusive service to people with complex needs who are not currently receiving the level of support they require in order to achieve sustainable tenancies.

Access to CSCs is free from discrimination against gender, race, sexuality, class, disability, cultural or linguistic diversity, religious or political beliefs.

Clients have the right to refuse or cease the CSC service at any time. If CSC involvement is still warranted, clients can ask to be referred back to the service at any time, without fear of discrimination.

Top

Client Rights and Responsibilities

Clients have the right to:

  • Be treated with care, dignity and respect at all times;
  • Fair and equal service provision;
  • Fully participate in decisions affecting their life;
  • Privacy and confidentiality (link to Privacy and Confidentiality Policy);
  • A timely response from CSCs;
  • Comment, question, affirm or complain about the support, assistance or treatment by CSC;
  • Refuse consent or withdraw from the CSC service at any time without fear of discrimination by Housing ACT; and
  • Qualified interpretative services that allow them to access service and support as needed.

Clients are responsible for:

  • Abiding by the terms of their tenancy agreement;
  • Being honest and open in all dealings with CSCs;
  • Providing information that will assist in assessing their needs and seeking appropriate support;
  • Participating in decisions that affect them;
  • Notifying CSCs of cancellations of appointments with appropriate notice; and
  • Directing complaints through the appropriate channels.

Top

Case Coordination

With the client's consent, CSCs assist clients to meet identified goals by giving them information and/making referrals regarding services in the community. The involvement of these services is documented in the client's notes. These can include file notes, Housing Manager Agreements, Action Plans or Case Plans.

CSCs have an understanding of the support services available to clients in the ACT and work collaboratively with departmental and community services to improve service delivery.

CSCs keep up-to-date information on relevant services and resources in the ACT community and advocate Housing ACT's position and direction to the community.

CSCs represent Housing ACT at inter-agency meetings and/or case conferences and actively participate in local initiatives where appropriate.

CSCs support the client to contact agencies on their own behalf to encourage self-determination, and because this may achieve a better result with the agency. CSCs contact the agencies for the client if the client is unable to do so.

The other agencies are provided with the information they need in order to assess whether they will be able to assist. CSCs make sure the agency receiving the referral is able to provide the service/s for which the client is being referred.

CSCs ensure the client is given an appointment with the agency and may accompany them on appointments with external agencies at the client’s request.

CSCs follow up with the agency to ensure that they are able to assist the client and keep in touch with the client while they are on waiting lists for services.

CSCs endeavour to obtain a case manager from an external agency if the client does not have one, and is willing to have one.

CSCs may, with the client's permission and participation, initiate a case conference with support agencies to discuss the coordination of service delivery to the client (link to Case Conference policy).

Top

Monitoring and Review

Each client is provided with opportunities for monitoring and reviewing the support plan. The review allows for the acknowledgment of success and the identification of gaps in services to meeting goals set in the support plan.

CSCs provide support to the Housing Manager who is responsible for monitoring the support plan during day-to-day client contact. When changes are required CSCs are consulted. A review will depend on the client's needs and the progress towards meeting goals.

Top

Evaluation of Service

CSCs maintain an up-to-date, accurate register of the client. The details are recorded on the CSC Homenet database. All Housing ACT staff have access (read only) to the database. Statistics collated from the database are available to the Executive Director, Director, Senior Managers and Manager of each tenancy region (read only).

Top