Disability Employment Australia
Transition Discussion Paper
DES Deed 2012 – 2015
DES-ESS Transition Discussion Paper
Contents
Preface
Introduction
Discussion Questions
1. What do you believe are the main transition concerns?
2. How can we best ensure the retention of voluntary participants in DES-ESS?
3. How might ‘dual’ or ‘parallel’ servicing improve the transitioned participants’ experience?
4. How might different measures better assist transitioned participants (and their employers) in the PPS or OS phases of DES-ESS?
5. How might DES providers complement DEEWR communications to mitigate any transition anxiety?
6. What incentives would encourage collaboration between new and exiting providers?
7. How might the industry manage the transition of staff between new and exiting providers? What role(s) might peaks, providers and DEEWR play to avoid the ‘brain-drain’?
8. How might long-term employer relationships (and disability confidence) be preserved (or handed over) during transition?
Consultation Process
Transition Reference Group
Submissions
Timeline
Preface
Disability Employment Australia presents this discussion paper to DES stakeholders in order to canvass ideas and strategies that will allow us to work closely with DEEWR. The points raised by discussion will inform the agenda for our Transition Reference Group’s meeting on 08 February, 2012.
Many questions will be answered when DEEWR releases the Transition Guidelines, for example, logistics regarding claims and cut-off dates; processes, communication procedures and timings; and complaints, etc. This paper goes to the heart of the participant journey and our questions ask you to look through the participants’ eyes.
A position paper that details our strategies for a smooth transition will be provided to DEEWR by 15 February, 2012.
Introduction
Disability Employment Australia supports the recommendations found in the senate report into the administration and purchasing of DES. This discussion paper focuses on recommendation five.
The committee recommends that a transition strategy for clients be released at the same time as the Exposure Draft Request for Tender to allow interested parties to provide feedback at an early stage to the Department.[1]
The exposure draft is expected to be released by late February, 2012. We have received word that Government is currently developing the transition strategy.
You raise the issue of the transition of job seekers to successful providers arising from a tender process. The Government is committed to ensuring that this transition occurs in a way that maximises the benefits to job seekers of their being supported by strongly performing providers. Detailed plans are being developed to ensure this success.[2]
Further details regarding DEEWR’s transition plans were provided in the second industry information paper released in October, 2011.
DEEWR will work closely with the industry to implement a Transition Plan to ensure a smooth transfer process for job seekers, employers and providers to the arrangements that will apply from 4 March 2013. To support a smooth transition there will be a number of complementary communications activities undertaken in connection with the Transition Plan. A Customer Service Line will be established to support job seekers and other associated stakeholders. Specific information for providers will be available on DEEWR’s website.
The tendering timetable allows four months for the transition process and will provide time to make sure that the transition is managed as sensitively as possible.[3]
Discussion Questions
An estimated 80% of the DES-ESS market could go to open tender. This could potentially impact over 74,000 clients and 21,000 employers. Many of these people have long-term established employment relationships.
Disability Employment Australia acknowledges DEEWR has experience transitioning people between employment programs. We have expressed a concern that DEEWR has not previously managed the transition of participants in a long-term relationship program. Our members have significant experience in the long-term relationship space, so we want to canvass your ideas and strategies to ensure a successful partnership with DEEWR and a smooth transition.
Figure 1 Transition Risk Areas
1. What do you believe are the main transition concerns?
- For participants?
- For employers?
- For providers?
- For practitioners?
We are particularly concerned at the potential for volunteers to disengage from the DES program. Anecdotally, we have received a report where a new provider took over an old provider’s caseload but failed to retain 70% of the old provider’s voluntary participants.
Recently, the UK Government transitioned approximately 14,000 people with disability and long-term support requirements to a new program with new (and existing) providers.[4]
In an evaluation study of this transition, the UK Department of Work and Pensions identified a ‘hand over’ or ‘dual servicing’ period as a strategy to ensure the retention of volunteers with a new provider. This strategy also addressed reported concerns from participants about repeating their ‘story’.
In this model, the exiting provider’s staff work with the new provider’s staff over the transition period to ensure the participants’ transition period is as smooth as possible. This may include attending new appointments and providing previous servicing information to the new provider (contingent on participant permission).
2. How can we best ensure the retention of voluntary participants in DES-ESS?
In the transition from the Personal Support Program to Stream Services, there was a requirement for an exiting provider to consult with the new provider regarding individual cases to ensure case continuity. From a participant’s perspective this seems essential, however feedback during the transitionindicated these meetings were perfunctory (if they occurred at all). Efforts to conduct these meetings were hampered by staff leaving their employers as they had lost their contract, with many leaving the industry all together.
3. How might ‘dual’ or ‘parallel’ servicing improve the transitioned participants’ experience?
4. How might different measures better assist transitioned participants (and their employers) in the PPS or OS phases of DES-ESS?
Understandably, participants may experience some anxiety where their long-term relationship has been severed, or where they feel they don’t have enough information. DEEWR have indicated a customer service line will be created to help with queries.
5. How might DES providers complement DEEWR communications to mitigate any transition anxiety?
6. What incentives would encourage collaboration between new and exiting providers?
Disability Employment Australia is concerned that many staff will be displaced during the transition process. DEEWR believes many displaced staff will be employed by new providers. In our experience this does occur, but usually in tandem with an exodus of skilled and experienced staff. In a sector with unusually high turnover rates, the attrition of staff represents a risk to quality service provision.
7. How might the industry manage the transition of staff between new and exiting providers? What role(s) might peaks, providers and DEEWR play to avoid the ‘brain-drain’?
Finally, the employer voice needs to be heard. There are implications for employers where a provider exits and one enters, particularly if that employer has more than one person in the Ongoing Support phase. Employers do not have a choice of new provider. There is a real risk to established social infrastructure.
8. How might long-term employer relationships (and disability confidence) be preserved (or handed over) during transition?
Consultation Process
- Discussion paper issued to stakeholders. Responses sought before 06 February 2012.
- Roundtable scheduled for 08 February with the Transition Reference Group.
- Revise and release Disability Employment Australia’s position paper on transition by 15 February, 2012.
Transition Reference Group
The reference group is open by invitation. If you are interested in participating, please speak with your organisation as numbers are limited (and your organisation may already be participating). Applications can be forwarded to .
Submissions
Disability Employment Australia is accepting submissions to this discussion paper by email until 06 February, 2012.
Contact: Bevan Burkin
Policy Officer
Disability Employment Australia
(03) 8676 0353
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Disability Employment Australia
Transition Discussion Paper
DES Deed 2012 – 2015
Timeline
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[1]Australian Government, Senate Education, Employment and Workplace Relations Committee, The Administration and Purchasing of Disability Employment Services in Australia, October 2011
[2]Email correspondence from the Hon. Stephen Smith MP to a constituent, 13 December 2011
[3]Australian Government, Disability Employment Services Industry Paper, October 2011
[4]UK Government, Work Choice Evaluation: Commissioning and Transitionof Clients to the Program, 2011