Output 3—CRS Australia: Performance
Page contents:
| Outcome |
| Effective and efficient delivery of social and health-related services, including financial assistance, to the Australian community |
| Output 3: CRS Australia |
| Delivery of vocational rehabilitation services to eligible people who have an injury, disability or health condition |
CRS Australia’s performance is measured on quality, quantity and price. Reports on CRS Australia’s performance against each of those measures follow.
As DEWR is the principal purchaser of CRS Australia services, performance is reported in more detail in the DEWR Annual Report.
The performance standards shown in Table 7, from the Department of Human Services 2004–05 Portfolio Additional Estimates Statements, apply to the delivery of rehabilitation services.
Service delivery
In 2004–05, CRS Australia provided services under a service level agreement to DEWR, within budget and exceeding the required outcomes. Although the service level agreement was originally with FaCS, it transferred to DEWR on 26 October 2004.
CRS Australia provided services to more than 42,000 DEWR clients (including more than 25,000 new clients). Of the 24,256 clients who completed programs, 11,294 were placed in employment and 9,183 achieved sustainable employment outcomes.
Independent research confirmed that approximately 86 per cent of CRS Australia clients who stayed in employment for 13 weeks were still in employment beyond 26 weeks.
Client satisfaction with CRS Australia’s services, independently measured by New Focus Research Pty Ltd, reached 89 per cent for overall satisfaction. This survey used a representative sample of 880 clients.
After extensive research, CRS Australia trialled innovative service delivery in the priority areas of mental health, youth, chronic pain and Parenting Payment recipients.
During the year, CRS Australia maintained accreditation under the Disability Services Standards. Reaccreditation required an independent external audit. The auditors noted:
… staff showed an open approach to the audit process. The level of commitment, dedication and professionalism demonstrated by management and staff was exemplary. This was supported from both CRS Australia clients interviewed and the audit team members.
CRS Australia provided work capacity assessments for DEWR in 12 sites in regional and remote Australia; 210 assessments were completed by the end of the financial year.
CRS Australia was also one of four participants in DEWR’s Early Intervention and Engagement Pilot. The pilot tested the effectiveness of refined Comprehensive Work Capacity Assessments and more timely referral arrangements for people with disabilities claiming income support and for Disability Support Pension recipients seeking work. Clients were referred directly for comprehensive work capacity assessments, with the aim of reducing the time between initial contact and the provision of appropriate assistance.
During the year, CRS Australia contributed papers to eight major disability management and vocational rehabilitation conferences, and supported 18 research projects related to vocational rehabilitation.
CRS Australia also successfully undertook 6,157 wage assessments in business services funded by FaCS and provided 639 case management services for workers with very low levels of productivity.
Social justice and equity
CRS Australia is committed to working towards a future in which all Australians achieve their potential for economic and social participation and the cost of injury and disability to the community is reduced. As a consequence of this commitment, CRS Australia provides a network of offices and staff across metropolitan, rural and remote Australia, which ensures all Australians eligible for CRS Australia’s services have reasonable access to them. In line with a community service obligation, CRS Australia provides services in 81 sites in rural and remote Australia and assistance to people who have an injury or disability and whose jobs are in jeopardy.
As part of the Commonwealth Disability Strategy, CRS Australia has a comprehensive disability action plan in place to improve access and opportunities for people with disabilities. Detailed performance reporting against the Commonwealth Disability Strategy is contained in Appendix 5.
CRS Australia understands that people undertaking vocational rehabilitation programs often experience barriers not related to disability, such as accommodation or family problems, as well as social isolation and the impacts of prolonged disadvantage. CRS Australia is committed to seeking opportunities for better service coordination and to being an active partner in local communities to ensure that our clients achieve optimal outcomes.
The continuing themes for CRS Australia in 2005–06 are to:
- increase consultation with people with disabilities about processes for purchasing goods and services directly affecting them
- ensure that non-standard contracts meet Disability Discrimination Act 1992 requirements
- increase client and customer awareness of the complaints mechanism, and of their rights and responsibilities, as set out in our Service Charter
- ensure that CRS Australia’s workplace diversity strategy is completed and implemented
- ensure that all managers have information regarding the ‘reasonable adjustment’ principle
- maintain CRS Australia’s quality assurance improvement program for monitoring standards
- ensure that CRS Australia is well placed to assist in the Australian Government’s Welfare to Work initiative.
Purchaser–provider arrangements
In 2004–05, CRS Australia had significant purchaser–provider arrangements in place with the following Commonwealth agencies: DEWR, FaCS, the Department of Education, Science and Technology and the Department of Veterans’ Affairs.
Further performance information for CRS Australia is reported in the 2004–05 DEWR Annual Report.
Outlook
Forecasts for 2005–06 indicate a tight budgetary environment for CRS Australia, taking into account spending on new information technology infrastructure and salary costs. Nonetheless, CRS Australia is well placed to handle reforms flagged by the Australian Government.
Consistent with the service level agreement applying in 2004–05, CRS Australia will continue to provide services to DEWR in 2005–06. Services to other Australian Government departments will continue, subject to contract processes. CRS Australia will also continue to provide services in the open occupational rehabilitation market, including injury prevention services.