National Housing Conference

Service Reform, Housing SA

Housing SA

In 2013, Housing SA launched a Blueprint for change, which focussed on a fundamental cultural shift, from compliance to a practice culture, in response to the changing demographic of our tenant base.

Our tenants are now older, more dependent on welfare and more likely to be at risk or vulnerable within their community.

Housing SA Blueprint

Women’s Safety Strategy - Data

Housing SA

A key success of the Blueprint was the implementation of a New Service Delivery Model. It upholds the shift of our focus from a largely transactional, compliance based service, to one that puts people at the centre of our service.

New Service Delivery ModelAn evaluation of the NSDM was completed in 2016. Key findings include:

(1) Housing SA has increased capacity to provide safety responses to women and children at risk.

(2) Tenants are more likely to receive flexible and integrated support.

(3) The number of evictions has decreased.

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2012-2013 2013-2014 2014-2015 2015-2016 2016-2017

Eviction Count

Women’s Safety Strategy - Data

Housing SA

To support the NSDM Housing SA developed a Practice Framework in 2014. Since then, our practice has evolved with our services transformed to respond to those who are at risk, vulnerable and disadvantaged in our community, and in need of housing and support.

Practice Framework(Increased)

disadvantage/ traumatisation

Reduced opportunities in

life

Increased vulnerability and exposure to risk

In order to support staff to respond to the increasing complexity of our customer base, Housing SA has developed the Practice Framework Version 2 and introduced a ‘Trauma-informed Approach' to guide our service delivery.

The Minister for Social Housing, the Hon Zoe Bettison MP launched the Practice Framework Version 2 in September 2017.

Practice Framework Version 2The Practice Framework Version 2 builds on the developing skills of our staff and provides tools for identifying priority services based on risk and vulnerability. Included are:

• Access Triage• Risk Identification Tool• Risk Assessment Tool• Case Management Tool• Practice Guides

The Risk Identification Tool (RIT) is a key component and provides a universal method for staff to identify, assess and respond to risk and vulnerability amongst our client base.

The RIT is used in the early and ongoing stage of client contact with the objective of determining the most appropriate service delivery responses based on a person’s individual circumstances.

461 (39%) out of 1,188 RITs have identified the risk of Domestic and Family Violence since the statewide implementation on 14 August 2017.

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2015/2016 2016/2017 2017/2018

Average RIT Completed per Month

http://dcsi.sa.gov.au/services/housing-sa/housing-sa-blueprinthttp://dcsi.sa.gov.au/services/housing-sa/publications