Background

To better support Australia’s carers, the Australian Government has implemented the Integrated Carer Support Service (ICSS) known as Carer Gateway. The introduction of Carer Gateway is the single biggest reform in more than a decade to carer support services, representing an investment of nearly $770 million by the Government over four years to 2024-25.

The new carer service delivery model is the result of an extensive co-design process with carers and the carer sector over a four year period and focusses on early intervention and preventative supports proven to help improve carers wellbeing and long-term outcomes.

The Carer Gateway service delivery model has two separate operations:

1) The Carer Gateway service providers. The service involves the operation of various call centres across Australia managed by 10 providers, and the delivery of carers needs and support planning along with provision of various services.

2) The Carer Gateway telephone counselling service. This service involves the operation of a single call centre, and the delivery of telephone counselling sessions.

All services can be access by calling the Carer Gateway 1800 number. Option one on the Interactive Voice Response will direct the caller to their local service provider and option two will direct the caller to the national telephone counselling service.

Carer Gateway Services Providers
Ten Carer Gateway service providers deliver the local Carer Gateway operations across 16 services areas with national coverage across Australia. Carer Gateway service providers deliver and/or coordinate local and targeted carer support services, including: carer support planning/needs assessment, information and advice, carer directed support packages with a focus on employment, education and planned respite, in person counselling , in-person peer support, in-person coaching, emergency respite and assistance navigating relevant and local services.

The Carer Gateway Service Providers commenced providing services to carers in April 2020. The department has identified the need to include KPIs in the service delivery model to enable the department to address operational issues.

Telephone Counselling
One Supplier provides national coverage across Australia delivering the telephone counselling services.

The current contracted provider commenced operation in August 2018 to set up and provide the telephone counselling, with services commencing for the public in the first half of 2019. The contract structure includes a set monthly payment schedule and minimal KPI’s surrounding service delivery. The main KPI, target volume per annum of counselling sessions delivered, is based on an estimate developed prior to the commencement of the service and numbers have not reached anticipated levels.

The department is seeking to strengthen the KPI’s for the telephone counselling based on evidence of operations since 2019, determine if the current payment structure is appropriate for this type of service and represents value for money and establish a contract that is suitable for a demand driven service.

Requirements
The Department of Social Services (the department) is seeking to engage a specialist consultant service to advice on appropriate key performance indicators (KPIs) for both operations under the Carer Gateway service delivery model.

The Supplier would be required to:

• engage with relevant department staff and external stakeholders (such as current providers) to review current operational processes and systems; and

• develop and implement appropriate KPIs and contractual amendments (as appropriate) for inclusion in:
1. The Carer Gateway Service Provider Grant Agreements, and
2. The Carer Gateway Telephone Counselling Service contract.

Carer Gateway Service Providers
• Review current Carer Gateway Service Provider grant agreements, activity work plans and other program collateral.
• Provide evidence and advice on best practice arrangements for call centre operations of a similar service or similar volume.
• Develop KPI’s for the intake centre operations which may include but not be limited to:
 Call wait times
 Abandoned calls
 Request for call back wait times
 Timeframe from initial contact (first call) to assessment process
 Timeframe from action plan to provision of services.

Carer Gateway - Telephone Counselling Service.
• Review of existing program collateral and contract material.
• Provide evidence and advice on best practice arrangements for a demand driven call centre and telephone counselling service operations based on the demand seen and to be anticipated.
• Develop KPIs for the call centre, including (but not limited to) volumes and wait times for initial delivery of the service.
• Provide advice on best value for money contractual arrangements for the continuation of the service including the payment schedule.

This opportunity has been withdrawn.