Information Systems & Outcome Measurement in the Tasmanian Social Services Sector

INFORMATION SYSTEMS & OUTCOME MEASUREMENT IN THE TASMANIAN SOCIAL SERVICES SECTOR TasCOSS, July 2017 FINAL 1

1. Executive Summary Non-profits must understand and be able to demonstrate their outcomes in order to have the greatest possible impact in their communities. Achieving this requires focused effort over a sustained period of time. The right framework, appropriate outcome measures, mature information technology and staff buy-in are all required. To better understand the current information technology environment across the Tasmanian social services sector and identify how organisations can best be assisted to understand and demonstrate their outcomes, TasCOSS partnered with Infoxchange to survey organisations and identify potential actions which could strengthen the sector and help to better measure outcomes.

37 organisations of all sizes responded to the survey from across Tasmania. Analysis of the data highlighted that: »

Most organisations have a technology environment that they rate as either basic (30%) or functional (54%).

11% of organisations consider their environment ‘challenged’.

»

Organisations responding to the survey reported investing 1.0% of their operating expenses in IT. This is one fifth of the non-profit average across Australia-New Zealand of 5%.

»

Organisations mostly use Word/Excel (49%), custom built solutions (41%) and Microsoft access (30%) to capture and understand client information. Organisations did not consider these systems well able to enable staff efficiency and measure client outcomes.

»

54% of organisations reported that they have an electronic record for each client they work with that can be updated by staff.

»

29% of organisations reported their staff can use one system to get a view of the outcomes achieved over time.

»

The organisations that were most satisfied with the ability of their systems to save staff time and measure client outcomes had invested in a software package to capture client information and support service delivery.

To measure and understand client outcomes more effectively, organisations requested assistance in the following areas: 1. Help to develop an IT Plan – to identify, prioritise and cost technology improvements – only 30% of organisations had an IT plan.

2. Educating funders about the cost of software that can enable them to capture client information and understand client outcomes.

Infoxchange considers that most organisations will need to increase their technology investment to measure client outcomes.

3. Selecting a client management system and using IT systems to measure outcomes.

Collectively, these actions can enable organisations to operate more effectively and demonstrate the impact of their activities to funders, strengthen the social services sector and reduce disadvantage.

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Contents Page

1. Executive summary

3

2. Background

4

3. Organisational demographics – size, location & service groups 4. Overall technology environment

8

5. IT Planning

9

6. Technology spend

10

7. Social media

11

8. Client information system maturity

12

9. Systems used across the sector 10. TasCOSS’ role in helping the sector to better measure & understand outcomes 11. Appendices

3

5-7

13-14 15 16-26

Background This project was designed to provide: » support to TasCOSS’ efforts to build sector capacity to meet the requirements of the DHHS Outcomes Purchasing framework. » TasCOSS with an understanding of what systems are currently used by Tasmanian non-profits to deliver services and measure outcomes, and to identify where systems can most help non-profits. » a foundation for possible future projects to help non-profits to select an information management system which will capture service delivery and outcomes information.

To deliver the project, Infoxchange and TasCOSS worked in partnership to: 1. Develop a survey tool, including testing and refining the questionnaire 2. Create a database of DHHS-funded organisations to be surveyed, clean the list and finalise the sampling frame (TasCOSS undertook this activity) 3. Develop and implement a communications strategy to inform the sector about the survey 4. Undertake the data collection (28 Mar – 10 Apr 2017) 5. Validate and query survey data with survey participants as appropriate 6. Undertake data analysis 7. Draft report 8. Finalise report, considering feedback from TasCOSS.

4

3. Thirty seven organisations of all sizes responded to the survey, from across Tasmania Survey respondents by organisation’s size (headcount) Large 5 orgs, 13.5%

Areas in which respondents deliver services

Small 5 orgs, 13.5%

38 % across all areas Med - large 5 orgs, 13.5%

11 % North West

Medium 5 orgs, 13.5%

Small < 5 staff

Small - med 17 orgs, 45.9%

Small - med 5-20 staff

Medium 21-50 staff

Med - large 51-100 staff

5

38 % South

Large >100 staff

Source: Q6. How many staff does your organisation employ (headcount/people)? (excluding volunteers)

14 % North

Source: Q5. In what area(s) of Tasmania does your organisation predominately deliver services?

3a The most common primary service groups The primary and other service area groups of the survey participants are shown below.

Service areas of organisations Housing Legal, information, advocacy and peaks Trauma services Financial support, employment and social enterprise Ageing and carer Family, relationships and parenting Disability Other Health and health promotion Community development, community cultural development and ATSI services 0 No. of organisations for whom their primary service is in this service group

5

10

15

20

25

No. of organisations delivering services in this group

Other includes Community Centre, LGBTI support and education, Neighbourhood House, Suicide Prevention, Transport, health education and health literacy, Prevention and training.

Source: Q3. If you had to choose one primary area that your organisation provides services in, which of the following would it be?

Source: Q4. Which other areas are a significant focus for your organisation? (refer appendix for details).

6

3b Almost every organisation delivers services across multiple service groups Delivering services across multiple service groups can enable organisations to provide a broader range of services to their clients, but does also increase the cost and complexity of any IT systems that must support all these different service types (and service related outcome measures).

Number of service groups that are delivered by each organisation

Number of organisatios that deliver that many service groups

12

30%

10

24%

8

19%

6

14%

4 5%

5%

2

3%

0 1

2

3

4

5

6

7

8

9

Number of service groups

Source: Q3. If you had to choose one primary area that your organisation provides services in, which of the following would it be?

Source: Q4. Which other areas are a significant focus for your organisation? (refer appendix for details).

7

4. While most organisations have ‘functional’ technology, many are still basic or challenged 60%

How would you rate technology in your organisation?

50%

40%

30%

54% 20%

11% 0%

Challenged

Basic

Average

30% 10%

5%

Functional

Leading

Across organisations, » The average technology capability rating was exactly half way between Basic and Functional » Most organisations at the challenged and basic level are small-medium in size (5-25 staff) » All five large organisations rated their technology as ‘functional’ » Two organisations rated their technology as leading. One was small-medium and one medium in size.

Source: Q8. Which of the following descriptions most closely reflects your organisation’s technology environment?

Challenged, Basic, Functional or Leading (refer appendix for details).

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5. Organisations with an IT plan are four times less likely to have basic or challenged technology We asked all organisations whether they considered their technology environment challenged (11%), basic (30%), functional (54%) or leading (5%). We also asked organisations whether they had an IT plan (30% reported they had an IT plan which outlined IT projects and investments over the next few years that is linked to their business goals).

When we looked closely at the organisations who rated themselves as basic or challenged, we found that organisations without an IT plan were four times more likely to have basic or challenged IT capability (32% compared to 8%), as shown below.

Proportion of orgs who have basic or challenged IT and do not have IT plan

Proportion of orgs who have basic or challenged IT and have IT plan

32%

8%

The presence of an IT plan allows an organisation to clearly identify areas of investment in IT operations in order to operate efficiently, generate revenue, and measure program outcomes. The absence of a formal plan can impact an organisation’s ability to focus on the ‘right’ IT areas. As illustrated above, organisations with an IT plan are far less likely to be basic or challenged in terms of their IT capability.

Source: Q8. Which of the following descriptions most closely reflects your organisation’s technology environment?

Challenged, Basic, Functional or Leading Source: Q15. We have an ICT plan that is written down, linked to our business goals and which includes the cost of major IT projects/enhancements over the next year or two . Agree or Disagree. (refer appendix for details).

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6. Tasmanian social services organisations spend much less on technology than other non-profits Across all organisations who completed the survey, the median spend on technology was $833 per staff member or 1.0% of operating expenses (over the past the past 12 months).

This is significantly less than the Australian non-profit average of $4,018/FTE* per annum.

Australia: $4,018/FTE pa

8%

Infrastructure

9%

Personal computers and equipment

12%

External IT support services

23%

Website & core applications

0%

IT training & staff skills development

5%

Internet/network data links

2%

Other

30%

Salaries

Range of IT spend across all organisations (Australia & New Zealand) First quartile

Median

Average

Third quartile

1%

3%

5%

7%

In Infoxchangeâ&#x20AC;&#x2122;s experience, organisations who are striving to measure client outcomes often have to invest in new client information systems. Many organisations will need to increase their investment in technology over and above current levels for this to be possible.

Additionally, only 62% of organisations reported that they were confident they get value from their ICT spend, indicating that focused work to improve the value of technology investment may be beneficial. This is likely to include activity to provide staff with technology that enables them to work effectively out of the office - only 46% of organisations reported that information can be accessed by staff easily when they work away from the office.

Source: Q10. What did you spend on IT last financial year? *Australian non-profit spend figures sources from the Infoxchange/ConnecingUp non-profit IT survey.

Refer https://www.infoxchange.org/sites/default/files/digital_technologies_in_the_nfp_sector_-_31_may_2016.pdf, page 8.

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7. While social media is important to the majority, opportunities exist to improve NFP websites An organisation’s online presence (website and social media) is a critical tool to attract, connect and engage with donors, volunteers and clients. Engaging with these stakeholders online makes it easier to inform them of the organisation’s successes and how they can assist.

Today, an integrated approach to online content delivery across social media accounts, website and electronic newsletters is critical to maximise the content impact and encourage individuals to actively engage with the organisation – whether it be through donations, volunteering time or understanding more about services and outcomes.

Tasmanian non-profits recognise the importance of social media, and use it regularly, but website improvements can be beneficial to improve client engagement – as shown below.

Social media is important for our organisation 84%

We use social media to keep in touch with supporters 78%

Clients describe our website as engaging 49% Agree Disagree

16%

22%

51%

Source: Q15. The following statements relate to your technology environment.

Please consider each and select which is most accurate for your organisation - agree or disagree (refer appendix for details).

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8. Almost 50% of organisations do not store client information electronically, making outcome measurement challenging The chart below shows the proportion of organisations that agree with key statements about capturing and tracking client outcomes. While almost 30% of organisations are tracking client outcomes over time in a single system, almost half the organisations do not yet have client information in an electronic system that can be easily updated by staff – a key prerequisite to easily track and monitor client outcomes.

29% Client outcomes tracked over time

29% of organisations agreed with the statement “staff can use one system to get a view of the outcomes we have achieved over time”

39% Our system can capture outcomes 47% One system shows assistance provided 54% Clients have an electronic record

39% of organisations agreed with the statement “We have a system or systems that support us to use frameworks (e.g. the Results Based Accountability approach) to measure and demonstrate our performance in achieving outcomes” 47% of organisations agreed with the statement “Staff can use one system to get a view of all the assistance that we have provided over time” 54% of organisations agreed with the statement “Each individual (or organisation) we work with has an electronic record which can be updated by any staff member they interact with”

Source: Q12. Thinking about systems used, please consider whether these statements are appropriate for your organisation.

Agree or Disagree (refer appendix for details and full list of statements).

Source: Q14. We have a system or systems that support us to use frameworks (e.g. the Results Based Accountability approach) to measure and demonstrate our performance in achieving outcomes. Agree or Disagree.

12

9. Three quarters of organisations use multiple systems to store client data Funders often require organisations to use different systems for different programs.

Because many organisations provide services across multiple areas, this leads to the situation where organisations must use multiple systems, and report that “Staff are required to duplicate data entry…”* - which reduces the time staff can spend directly supporting clients the outcomes that are achieved.

Number of systems used by each organisation Number of organisations

14 12 10 8 6 4

38% 25% 16%

2

6%

6%

4

5

9%

0 1

2

3

6+

Number of systems used by an organisations

Further action is required to eliminate the need to duplicate data across systems, and ensure organisations have a holistic view of the services they provide to clients so they can optimise service delivery and efficiently understand program outcomes. *Reported in survey comments Source: Q16. Thinking about the different electronic systems (or system) you use to capture and analyse client information, how many systems does your organisation have?

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9a Systems most often used don’t enable staff efficiency or outcome measurement Organisations were asked which systems they used to support client service delivery. All systems used by two or more organisations are shown below. » Staff efficiency rating considers the statement ‘This system enables our staff to work efficiently both in the office & remotely’ » Outcome measure rating considers the statement ‘This system allows our organisation to capture valuable information about the impact of our services and understand our outcomes’.

A rating of +1.0 indicates all organisations agree with the statement. A rating of -1.0 indicates all organisations disagree.

System

Prevalence

Staff efficiency rating Poor

Excel / Word

49% (18 orgs)

Custom solution

41% (15 orgs)

Microsoft Access

30% (11 orgs)

Govt provided system 1*

19% (7 orgs) 14%

Package 1*

(5 orgs)

Govt provided system 2*

(3 orgs)

8%

5%

Package 2*

(2 orgs)

Package 3*

(2 orgs)

5%

Neutral

Good

Outcome measure rating Poor

Good

+0.2

-0.2 +0.1

-0.1

-0.2

+0.4

0

-0.4

0

0 +0.3

+0.7 +1.0

+1.0

+1.0

+1.0

*The specific names of systems that are used by less than 10 organisations have not been shown given the limited sample size.

Further information is available in Appendix B. Source: Q11. Please tell us about all the database or systems you use to capture and analyse information about your clients, services and outcomes? (refer appendix for details). A full list of all systems used by organisations is included in Appendix B.

14

Neutral

10. Future support: educating funders and providing training What assistance from TasCOSS would be most valuable? (multiple choices possible) 25 20 15 Âť IT and cyber safety training

10

Âť Innovation, mobile apps, etc

5 0 Training: Using IT Training: Picking a Training: Improve Training: migrate to Websites cloud client management systems to system measure outcomes Organisations that selected either of these two options, provided the following additional advice as to what would be most useful

Training: Develop Educate funders Training: Social IT plan about system costs media

Workshops to help you select a system

3

Individual mentoring: select & use a system

3

Advocate for govt to provide a single system

Organisations who want assistance using IT systems to measure outcomes 2

2

Organisations who want assistance picking a client management system

3

Independent review of systems

5 0

Other (please describe)

2

8 4

6

8

10

12

Source: Q18. Where should TasCOSS focus its efforts to help you use technology to more effectively provide services to your clients, and to understand the outcomes you achieve?

Source: Q19. What would be useful in selecting a good client management system? (refer appendix for details)

15

14

11. Appendices » Appendix A: Survey Questions » Appendix B: Systems in use across the sector groups » Appendix C: Further details about the IT environments » Appendix D: Service areas that organisations deliver services in – primary and other areas » Appendix E: Number of service areas that each organisations provides services in

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Appendix A: Survey questions About your organisation 1. What is your email address?

We are asking for your email address so we can send you an email with a link to your survey in case you can't complete the survey in one go (this email will be sent once you complete this page of questions). We will not use it for any other purpose.

2. It is OK to contact you if we wish to clarify anything about your responses when we are analysing the data?

3. If you had to choose one primary area that your organisation provides services in, which of the following would it be?

Note: We intend to use your answer to this question to compare 'similar' organisation across different non-profit 'sectors‘

Community development, community cultural development and ATSI services » Aboriginal and Torres Strait Islander health and support » Community development » Migrant, refugee and asylum seeker services » Community cultural development Aging and carer » Carer support » Non-residential services for older people » Transport services Disability » Disability (other than employment and health) » General » Home and Community Care – HACC » Residential services » Employment services

Financial support, employment and social enterprise » Jobseeker and training services » Emergency relief » Financial support (including NILS, financial literacy & financial counselling) » Social enterprise Family, relationships and parenting » Children’s services » Youth services » Family support Trauma services » Domestic and family violence services » Sexual assault services Health and health promotion » Health condition specific services » Health promotion and prevention » Alcohol, tobacco and other drug services

» Mental health services » Sexual, reproductive and women’s health services » Palliative care » Other health services Housing » Community housing » Homelessness Legal, information, advocacy and peaks » Information, advice and referral » Legal services » Consumer advocacy » Peak body Other » We don't really have one primary focus area » Other - please specify

4. Which other areas are a significant focus for your organisation (no need to include the primary area selected above)?

Answer options as listed in question 3.

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5. In what area(s) of Tasmania does your organisation predominately deliver services? » North

» North-West

» South

6. How many staff does your organisation employ (headcount/people)? (excluding volunteers) Note: Report your total staff headcount - for example, if you have 3 part-time staff and 14 full-time staff, the total amount of people employed would be 17.

7. What is your organisation's total annual operating expenditure?

Note: Report expenditure including all office locations for the last financial year in dollars rather than thousands. An approximation to within +/-10% is fine.

Client information, outcomes and systems 8. Which of the following descriptions most closely reflects your organisation’s technology environment? » Challenged – we are struggling; we have a failing systems and infrastructure, and our technology time and budget generally go towards creating workarounds, repairing old equipment, and duplicating tasks. » Basic – we manage; we have basic systems and infrastructure in place to meet most immediate needs but that's all. » Functional – we keep up; we have stable, appropriate systems and infrastructure that enables staff to perform their jobs effectively. » Leading – we’re innovators; we recognise that technology is an investment in our mission, and leadership integrates technology decisions with organisational strategy. Technology makes a real difference to our staff and the work they do with our clients/members/community.

9. Based on any feedback you have received, overall how satisfied are your staff with your information technology environment and how it supports them to do their job? » Highly satisfied » Satisfied

» Neither satisfied or dissatisfied » Dissatisfied

» Highly dissatisfied » Don't know

10. Thinking about the different electronic systems (or system) you use to capture and analyse client information, how many systems does your organisation have?

A 'system' can be defined as either a database or software application that is used by your organisation to record and analyse client information. For example, if you have 3 databases that are similar but perform different tasks, this would be counted as 3 systems. Note: Please do not count 'paper' as an electronic system. Consider Word & Excel as one system (not two separate systems).

» 1 » 2

18

» 3 » 4

» 5 » 6+

11. Please tell us about all the database or systems you use to capture and analyse information about your clients, services and outcomes?

Please note this question is repeated based on answer selected in question 10.

What is this system? » » » » » » » »

Microsoft Excel and Word CareLink (Icon Global) CareRite (Enrite Solutions) CIMSability (Livewire solutions) Community Data Solutions (CSD) CS.net (Community Services.net) Data Exchange (DEX) Disability Manager (Netsoft)

» » » » » » » »

Dynamics CRM (Microsoft) iCase (SoNet) Microsoft Access (Microsoft) Penelope (Athena Software) SHIP (Infoxchange) Service Record System/ SRS (Infoxchange) SharePoint (Microsoft) Standards and Performance Pathways (SPP)

Considering this system, do you agree or disagree with these statements:

» Supportability (Envision Systems) » The Care Manager (HealthConnex) » TRACCS (Adamas Corporate Solutions) » VisiCase Care (Flow Connect) » A different custom developed solution specific for your organisation » A different package from those listed above. Please tell us what this 'other' system is called

This system enables our staff to work efficiently both in the office and remotely.

This system allows our organisation to capture valuable information about the impact of our services and understand our outcomes. » Disagree » Neither agree or disagree » Agree

Which service areas does this system support? (tick all that apply) Answer options as listed in question 3.

Is there anything else you want to tell us about this system?

12. Thinking about the above system(s), please consider the statements below and whether they are appropriate for your organisation.

Each individual (or organisation) we work with has an electronic record which can be updated by any staff member they interact with We store comprehensive information on our clients (individuals or organisations) and our interaction with them, including (as appropriate) personal data, demographic information, case notes, and how successful our interventions have been All relevant staff can access and update data about the people/organisations we work with at any time easily We can easily get the information and reports from our systems that we need to inform planning, improvement and reporting

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Our information & service delivery system(s) work well for our staff and management The information & service delivery system(s) that we use is/are also used by many other organisations Staff can use one system to get a view of all the assistance that we have provided over time Staff can use one system to get a view of the outcomes we have achieved over time » Disagree » Agree » N/A or don’t know

13. If you would like to provide us with some further information or explanation about your answers above, please do so below.

14. Consider the following statement: We have a system or systems that support us to use frameworks (e.g. the Results Based Accountability approach) to measure and demonstrate our performance in achieving outcomes. » Disagree » Neither agree or disagree » Agree

Please provide any additional comments relating to the above system or systems.

Technology environment 15. The following statements relate to your technology environment. Please consider each and select which is most accurate for your organisation - agree or disagree.

We have an ICT plan that is written down, linked to our business goals and which includes the cost of major IT projects/enhancements over the next year or two We are confident we get value from our ICT spend Our computers are reasonably fast, reliable, and provide staff with a productive work environment Information (documents, email, calendars, contacts, etc) can be accessed by staff easily when they work away from the office Our clients report that our website is engaging and gives them the information they need

20

We use social media to keep in touch with our supporters Social media is important for our organisation I am confident we could recover from an IT disaster (such as a server failure) reasonably quickly and easily » Disagree » Agree

16. What did you spend on IT last financial year?

Note: Do not include fixed or mobile data phone costs. Why are we asking about how much you spend on technology? Many organisations want to know how much they spend on technology compared to other non-profits. With these figures, we can calculate what people spend on average on technology and better understand how it influences your satisfaction with your technology. You don’t need to provide precise amounts (but it would be great if you can) - an informed estimate will do.

17. If you want to, please provide further details or comments about your technology spend.

Priorities and feedback 18. Where should TasCOSS focus its efforts to help you use technology to more effectively provide services to your clients, and to understand the outcomes you achieve? Please select your top 3 suggestions. » Training and advice on how to use information management systems to support measuring outcomes, for example, using the Results Based Accountability approach » Training and advice to help organisations pick a good client management system » Educate funders about the cost of implementing a client information system, so they support organisations with funding to implement a system » Training and advice to help organisations more easily migrate our infrastructure to the cloud » Training and advice to help organisations develop an IT plan and prioritise our IT improvements » Training and advice to help organisations improve their websites » Training and advice to help organisations make better use of social media » Other (please describe)

19. To help you select a good client management system, which of the following would be the most useful? » » » » »

An independent review of available systems that identifies their strengths and weaknessses to help organisations identify options Workshops to teach you how to understand your requirements and pick a system Individual mentoring to help you pick and use a system Advocate to government to provide a single system that can be used across the sector Other (please describe)

20. Is there any further information you wish to provide us about your IT environment, or do you have any comments about this survey?

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Appendix B: Systems in use across sector groups Organisations were asked which systems they used to support client service delivery. It is shown below grouped and summarised by sector. » Staff efficiency rating considers the statement ‘This system enables our staff to work efficiently both in the office & remotely’ » Outcome measure rating considers the statement ‘This system allows our organisation to capture valuable information about the impact of our services and understand our outcomes’.

A rating of +1.0 indicates all organisations agree with the statement. A rating of -1.0 indicates all organisations disagree.

Sector group

No. of orgs

Av. staff efficiency rating

Av. outcome rating

9

-0.6

0.0

8

-0.3

0.4

7

-0.6

0.0

6

0.8

1

6

-0.5

0.0

6

0.0

0.3

4

0.5

-0.3

Housing (Systems: SHIP & MYOB)

3

0.3

0.7

Legal, information, advocacy and peaks

1

-1.0

-1.0

1

1.0

1.0

Disability (Systems: Excel/word, MS Access, Minimum Data Set, Unknown, Goldcare, iCare)

Community development, community cultural development and ATSI services (Systems: Excel/Word, SPP, MS Access, Custom, Filemaker)

Ageing and carer (Systems: DEX, MDS, MS Access, Gmail calendar)

Financial support, employment and social enterprise.

(Systems: MS Access, DEX)

Health and health promotion (Systems: Custom, Navision, The COACH Program software, Excel/word, Medical Director)

Other (Systems: Excel/word, ThankQ, SPP, Custom, Better Impact)

Family, relationships and parenting (Systems: Custom & DEX)

(Systems: Excel & Word)

Trauma services (System name withheld) 22

Appendix C: Further details about the IT environments Statement

% Agree

Staff can use one system to get a view of the outcomes we have achieved over time

29%

We have an ICT plan that is written down, linked to our business goals and which includes the cost of major IT projects/enhancements over the next year or two

30%

We have a system or systems that support us to use frameworks (e.g. the Results Based Accountability approach) to measure and demonstrate our performance in achieving outcomes

39%

Information (documents, email, calendars, contacts, etc) can be accessed by staff easily when they work away from the office

46%

Staff can use one system to get a view of all the assistance that we have provided over time

47%

We can easily get the information and reports from our systems that we need to inform planning, improvement and reporting

47%

The information & service delivery system(s) that we use is/are also used by many other organisations

47%

Our clients report that our website is engaging and gives them the information they need

49%

Each individual (or organisation) we work with has an electronic record which can be updated by any staff member they interact with

54%

Our information & service delivery system(s) work well for our staff and management

59%

We are confident we get value from our ICT spend

62%

Our computers are reasonably fast, reliable, and provide staff with a productive work environment

70%

We store comprehensive information on our clients (individuals or organisations) and our interaction with them, including (as appropriate) personal data, demographic information, case notes, and how successful our interventions have been

75%

All relevant staff can access and update data about the people/organisations we work with at any time easily

77%

We use social media to keep in touch with our supporters

78%

I am confident we could recover from an IT disaster (such as a server failure) reasonably quickly and easily

78%

Social media is important for our organisation

84%

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Appendix D: Service areas that organisations deliver services in – primary and other areas Homelessness Employment services Community cultural development Aboriginal and Torres Strait Islander health and support Community housing Alcohol, tobacco and other drug services General Carer support Other health services Jobseeker and training services Mental health services Children’s services Home and Community Care – HACC Consumer advocacy Emergency relief Information, advice and referral Youth services Sexual assault services No Primary/ No Other Peak body Palliative care Domestic and family violence services Residential services Migrant, refugee and asylum seeker services Social enterprise Financial support (including NILS, financial literacy & financial counselling) Transport services Non-residential services for older people Health promotion and prevention Health condition specific services Family support Disability (other than employment and health) Other - please specify Community development

3 3 3 3

No. of organisations for whom this is their primary service No. of organisations delivering this service 4 4 4 4

Other areas include: Community Centre, LGBTI support and education, Neighbourhood House, Suicide Prevention, Transport, health education and health literacy, Prevention and training.

5 6 7 7 7

No organisations provided Sexual, reproductive and women’s health services or legal services

8 9 10 10 2 3 3 3 3 3 3 5 8 9 9 14 4 10 8 8 20 0.0

2.5

5.0

7.5

10.0

12.5

Q3. If you had to choose one primary area that your organisation provides services in, which of the following would it be?

Q4. Which other areas are a significant focus for your organisation

24

15.0

17.5

20.0

Appendix E: Number of service areas in which that each organisations provides services in Number of organisations that deliver that many servcices

8 19%

19%

7

6 14% 5 11%

11%

4

3 5%

5%

5%

2 3%

3%

3%

3%

15

16

1

0 1

2

3

4

5

6

7

8

9

10

11

12

13

14

Number of services Q3. If you had to choose one primary area that your organisation provides services in, which of the following would it be?

Q4. Which other areas are a significant focus for your organisation

25