Service providers fulfil the crucial role of ensuring the effective delivery of services to vulnerable clients. They contribute their local and specialist knowledge, as well as front-line expertise and client experience, throughout the commissioning cycle. This enables us to design the right programs, where clients are at the centre of what we do.
As well as service delivery, service providers at the local level (for smaller organisations) or centrally (larger organisations) ensure effective governance and financial management arrangements are in place so that the organisation can function effectively and remain viable.
Service providers report their activities to us. These reports form the basis of performance monitoring of the service provider and program monitoring of the program being delivered.
Human services contracts require service providers to adhere to their constitution and all applicable laws, as well as regulators’ recognition requirements, professional ethics, principles, and standards. Any breach of these requirements can amount to a breach of the contract with us. However, only a regulator, and not one of our contract managers, is able to determine that a breach of the regulator’s requirements (not contract requirements) has occurred within their jurisdiction.
Responsibilities of service providers
Service delivery
- Achieve better outcomes for individuals, families, and communities by working in partnership with us to deliver services as agreed in the contract.
- Work with clients and their representatives to ensure their needs are met.
- Focus on the quality of services delivered:
- coordinating services to be responsive to clients’ changing needs
- having an outcomes focus
- placing client interests at the forefront.
Governance and financial management
- Build and maintain resilient and robust systems of operating. This includes establishing, implementing and maintaining organisation and operations policies and procedures for:
- managing risk and issues to ensure stable, uninterrupted service delivery
- maintaining effective governance of the organisation
- ensuring sound financial management.
Compliance
- Fulfil contractual obligations, deliver services in accordance with program requirements and use funds as agreed in the contract.
- Fulfil accountability requirements and submit annual accountability reports.
Risk management
- Deal with risk, issues and complaints quickly and transparently to ensure public confidence in the contracted services being delivered.
Relationship management
- Attend meetings and regularly engage with DCJ to:
- discuss and review performance and achievements
- assess progress towards contracted outcomes
- receive support from their assigned contract manager and other department staff.
- Be responsive to requests from our contract managers and other staff.
Performance reporting
- Gather data and exchange information with DCJ to:
- assist us in assessing performance and progress towards contract outcomes
- enable reporting on successes and achievements
- provide both parties with the information needed to drive service and performance improvements.
- Submit performance measurement reports and/or data, in the agreed format, at the agreed frequency.
Communication and consultation
- Participate in, and contribute to the service system by:
- being active members of the local human services community, including network and inter-agency meetings
- sharing information with other local service providers and the sector at large (through their peak organisation) as well as with us
- participating in activities that contribute to growth of the sector’s capabilities.
- Identify emerging needs to enable us to facilitate a responsive service system.
