Effective Change assisted agencies in the central east to develop agreed Service Coordination Practices, Processes, Protocols and Systems (PPPS). The aim of the project was to develop and implement standardised service coordination PPPS across the CEPCP which ensure high quality outcomes for consumers and deliver improved health and well being for the community. The outcome of the project was a PPPS Manual and Evaluation Framework.

Effective Change researched the level of HACC service provision in Gippsland for people with an ABI and developed strategies to improve access. The outcome of the project was a protocol for HACC providers to assist in the assessment, care planning and service delivery for people with an ABI.

Effective Change developed the PCP Alliance Service Coordination Strategy in collaboration with the Knowledge Corporation. The consultants:
- developed the Intake, Referral, Assessment and Care Planning Model,
- mapped practices, protocols, processes, roles and responsibilities, systems and best practice of PCP agencies within the catchment, and
- developed the Intake, Referral, Assessment and Care Planning Model, and the Service Coordination Strategy for inclusion in the Community Health Plan.

South East Alcohol and Drug Service (SEADS)
Client Focus Groups Report

SEADS is the main alcohol and other drug service provider in the South East Southern Metropolitan Region. Effective Change conducted consumer focus groups for SEADS as part of the organisation's continuous improvement strategy. Effective Change prepared a report, incorporating the feedback, findings and recommendations for the organisation.

Effective Change developed an agreed and best practice protocol and processes for Interagency Referrals which covers the different consumer groups and service interventions in the Western Metropolitan Region. The protocol specifies:
- a standardised process for obtaining a consumer's permission for passing on information to other services practices/practitioners,
- roles and responsibilities,
- a feedback system which provides the referring agency and consumer with feedback on the outcomes of the referral(s),
- a shared understanding between practitioners/ agencies on referral pathways for urgent, complex, service specific and specialist assessments,
- transparent and consistent application of eligibility criteria, and
- how waiting lists for services are to be reviewed and managed.

Effective Change facilitated regional workshops on Referral Protocol Development and Confidentiality Protocol Development. The consultants worked extensively with service providers in the region. The final protocol is based on the piloting outcomes and feedback from the workshops.

Art Day West Program Service Development

New Intake and Referral System

Organisational Structure and Job Redesign

Improving Access to HACC Services

Towards an Integrated Model of Community Transport

Acquired Brain Injury (ABI) Prevalence Study

New Intake and Referral System

Best Practice Teaching Support Functions

Service Contract Management Framework

Regional Service Coordination Audit Tool

Service Coordination Strategy

Developing Effective Consultative Practices

Aligning Integrated Disease Management (IDM) Developments with Regional Service Coordination

Effective Change undertook community consultations for the Aged and Disability Support Services Business Unit, as part of the City of Manningham's Best Value process. Focus groups were designed and facilitated with clients to review satisfaction in seven service areas.

Effective Change conducted two projects for the Family Services Work Unit as part of the City of Melbourne's Best Value program. The consultants:
 - facilitated, developed and analysed alternative models of service delivery, including a risk analysis and cost benefit analysis of all models, and
 - undertook a Competitor and Market Maturity Analysis which determined the size and configuration of the provider market and identified the range of potential providers.

Facilitation of Protocols for Tendering and Contracting

Development of a 'How to Guide' for Competitive Tendering

Effective Change conducted this national research project in association with Victoria University of Technology. The project report to the Australia Council included recommendations for future planning

Effective Change worked with the City of Monash staff teams providing planned activity group services to core and high needs clients to develop an organisational-specific Planned Activity Group Policy and Procedure Manual.

Effective Change developed a Resource Kit for HACC funded volunteer programs in the Eastern Metropolitan Region. The Kit was developed to be consistent with national and state HACC policy requirements and the standards for involving volunteers in not for profit organisations.

Effective Change developed the PAG Sample Policy and Procedure Manual for the delivery of Planned Activity Groups for HACC funded adult day programs. The manual, funded by the Department of Human Services, Northern Metropolitan Region, includes sample policies and procedures, assessment tools and an evaluation framework. This original manual was subsequently customised for the Department of Human Service Eastern (2001), Southern (2000) and Western (1999) Metropolitan Regions for distribution to HACC funded PAG programs. Regional initiatives and contacts were incorporated and the consultants delivered local training to assist with agency implementation of the manual.

Effective Change facilitated the development of a Set of Rules and Terms of Reference for the operation of the Victorian Indigenous Committee for Aged Care and Disability (VICACD) and the Regional Indigenous Aged Care and Disability Networks.

Development of Affirmative Action Guidelines

Hazardous Substances Information Material

Project Pathways

Supported Residential Services: Minimum Qualifications for Staff

English as a Second Language Feasibility Study for the HACC Program

Reviewing Implications of Enterprise Bargaining for Immigrant Workers

Policy & Procedure for Dealing with Sexual Harassment for Women at Sea

Good Practice Manual for Adult Day Centres - Care of Clients from a Non-English Speaking Background with Dementia

Research of Information Technology (IT) Training Programs Provided for People with Vision Impairment

The Implications for Workplace OHS of the Movement Towards Enterprise Bargaining

Effective Change was invited to make a presentation to the Australasian Evaluation Society on evaluating community arts. The presentation discussed methodologies and outcomes of evaluation studies, referring to the Community Arts Evaluation Guide and the evaluation of VicHealth's Community Arts Participation Scheme.

Effective Change reviewed the effectiveness of the Council funded counselling services and positions, including Community Information Centre (CIC), the Welfare Officer, Family Counselling Service and Emergency Relief. The review provided recommendations to improve policies, procedures, systems and outcomes for counselling and support services.

The Mediation and Diversionary Service (MADS) was developed by DHS, EMR as a service improvement strategy for placement and support services as a pilot program under the Leaving Care Initiative. MADS aims to divert young people away from the Child Protection and statutory systems. Effective Change was engaged to evaluate the effectiveness of the service and provide recommendations to inform future service developments. The objectives of the evaluation of the Mediation and Diversionary Service were to:
- evaluate the effectiveness of the MADS initiative, and
- provide recommendations following research to inform future service developments.
The research involved analysis of service usage data; analysis of child protection and placement and support data; structured interviews with service providers; DHS staff and clients.

Effective Change reviewed the Effective Leadership of Human Resources Program, a professional development program delivered to leadership teams in government schools. The consultants measured the extent to which the program met its intended aims and objectives, and made recommendations for improvements to the program for future delivery.

Effective Change conducted a statewide evaluation of the Freeza program in association with Victoria University of Technology. The evaluation assessed policy and programs, and the impact and effectiveness of Freeza projects across Victoria and within the youth sector.

The evaluation was documented in the VicHealth publication Creative Connections: Promoting Mental Health and Wellbeing through Community Arts Participation. The document can be downloaded from the VicHealth website: www.vichealth.vic.gov.au.

Effective Change conducted a review of the day centre program's operations. The review included an assessment of the program's funding, quality and set out recommendations on future operations.

Review of Program Support

Administration Evaluation

Review of Childcare Services

Review of the Implementation of the Gippsland HACC Training Project

Evaluation of PAG (ADASS) Program

Evaluation of the Commercial Support Program

Review of Orientation Package

Evaluation of the VRF/ECO Implementation Training

Towards a Strategic Plan for Diabetes: Mapping of Diabetes Services, Programs and Projects in Victoria

Review of HACC funded Planned Activity Groups in the Northern Metropolitan Region

Board Review

Cultural Diversity Audit

Review of Teaching Support Functions

Ethnic Social Groups Meals Review

Review of Teaching Support Services

Performance Review

This research project aimed to assess if the sector of the community comprising people who are Deaf and people with a hearing loss is currently accessing arts and cultural events and to identify opportunities for arts organisations to devise effective strategies for increased participation. The specific research objectives were to:
- assess the level of attendance at events by people who are Deaf / people with a hearing loss
- identify the factors that inhibit attendance by people who are Deaf and people with a hearing loss
- identify services currently being offered by arts and cultural organisations
- research the level of awareness and use of these services by the Deaf or hearing loss community
- identify opportunities for the industry in future policy development and marketing strategies.

Information for the project was collected through a review of the literature, consultations with cultural venues; statewide, peak and/or advocacy bodies from the arts and hearing impaired / disability sector; consultations with deaf people and the conduct of a statewide survey of people who are deaf / hard of hearing. The project results were documented in a report to Arts Access.

Effective Change conducted a series of statewide planning forums on ethnic meals within the HACC program. The consultants organised and facilitated the forums and assisted stakeholders to develop strategic plans to address the nutritional needs of ethnic communities.

Effective Change facilitated staff to develop the organisation's Health Promotion Plan. The plan was then documented for Greater Dandenong Community Health Service.

Effective Change prepared the Millennium Social Support Plan for Hobsons Bay. The aim of the Plan is to enhance the provision, flexibility and equitable allocation of facilities and resources currently provided to HACC eligible frail aged residents, residents with disabilities and carers and to meet future needs of the group. The project involved a national and international literature review, preparation of a demographic profile and consultation with key stakeholders to develop the 10-year strategic plan.

Effective Change worked with the Board of Management, Management team and the 13 Service Units to redevelop the organisational Strategic Plan for 2001-2004. Service Units included Family Support, Physiotherapy, Exchange Avalon, Multicultural Social Health Team, ADASS, Community Nursing/Dietetics, Podiatry, Co Care, Carer Links North, Victims Assistance Program and Family Support.

Effective Change was engaged to undertake a project to identify gaps and unmet needs of Aboriginal and Torres Strait Islander communities in four Department of Human Services regions for Home and Community Care (HACC) and related services. The project involved the preparation and delivery of four regional reports and seventeen local reports which contain:
- an analysis of demographic and service usage data from various sources including ABS, Department of Human Services programs including HACC and other sources
- details on service usage and service needs of Aboriginal families in the area
- recommendations for future funding.

Effective Change assisted the State Council of the Safety House Association (SHA) to develop a Strategic Plan. Effective Change facilitated workshops with the State Council, the SHA Annual General Meeting and coordinated a statewide consultation process to develop and secure agreement on a new mission, vision, goals, strategies and a performance measurement system for the SHA.

Business Planning for Competitiveness - A Strategic Plan

Western Metropolitan Region Submission for RREF Review

Strategic Planning

Strategic Plan for HACC Training

Strategic Planning for the Multicultural Social Health Team

Strategic Planning Facilitation

Financial and Management Review

Strategic Planning

Scoping Research Opportunities for the Key Research Area, Social Diversity and Community Wellbeing

Effective Change developed a framework to demonstrate evidence of tangible customer benefits for the clients of Family Services. The consultants developed a set of outcomes, outcome measures, indicators, and evidence of customer benefits.

Effective Change benchmarked the salary packages and human resource management processes of eight non government organisations providing Disability, Community Care and HACC services to clients in metropolitan and non metropolitan regions of Victoria. The benchmarking report was updated in June 2001.

Effective Change facilitated a consultative and action learning process to develop an agreed set of performance standards for the 16 Interchange programs in Victoria. The consultants developed a simple continuous improvement process to assist programs achieve continuous improvement of their services. A manual was prepared and distributed to all programs.

Development of a Performance Measurement System

Benchmarking the Operation of School Holiday Programs

Training in Performance Measuring Systems

Designing Work for Creative People: Human Resource Planning and Management

Effective Change mapped the location of staff in mainstream Home and Community Care (HACC) services with bilingual/bicultural skills and identified training needs and the preferred training delivery models for staff. Recommendations and a training strategy were developed.

Effective Change conducted a review of training and development needs for School Support Officers (SSO). The consultants developed work profiles and questionnaires using the profiles to collect information and baseline data on the SSO roles and development needs. The report provided direction for the professional development strategy to support work practices.

Effective Change conducted a learning needs analysis for Victorian Client Services Disability staff and Accommodation staff in two regions. In total, 337 staff participated in the Learning Needs Analysis. The project analysed Disability staff learning needs using a competency based survey. A statewide report was produced and also individual reports for each of the regions.

Effective Change conducted a whole of workforce training needs analysis for the Community Care occupational groups - Juvenile Justice, Homeless and Family Violence, Placement and Support, Youth Services, and Family Services. The consultants identified training priorities in relation to meeting alcohol and other drug competency standards.

Training Needs Analysis Kit for HACC Volunteers

Training Needs Analysis for HACC Workers in the Western Metropolitan Region

Training Needs Analysis for Tendering and Contracting Coordinators

Training Needs Analysis for the Secure Welfare Service

Training Needs Analysis for the Statewide Forensic Services

Training Needs Analysis for Making a Difference Coordinators

Development of the Training Needs Analysis Kit for HACC Services

Training Needs Analysis for HACC Leadership and Service Development Staff

Alcohol and Drug Training Needs Analysis and Strategic Training Plans 1999/2001

Training Needs Analysis for Child Protection Staff

Effective Change developed and piloted a mentoring model for use with Home and Community Care (HACC) staff and volunteers. The Mentoring Model was developed to meet the requirements and principles of the National Training Framework and the Community Services Training Package.

Effective Change developed and delivered 35 half-day training sessions for Department of Human Services staff, HACC funded agencies and Koori organisations across Victoria. The project also involved the development of a Presenters Kit.

Effective Change developed a training resource entitled Transporting Older People: A Training Resource for Community Transport. The resource is designed to assist organisations develop and deliver training to volunteers transporting older people. The resource was designed for flexible delivery through in-service training, on the job training and/or a mentoring process.

Effective Change developed a HACC Workplace Orientation Training Package for use in the training of direct care workers and volunteers within the Home and Community Care (HACC) program.

Effective Change developed a Dementia Care Awareness Training Resource for direct care workers within the Home and Community Care (HACC) program.

Competencies and Training Needs of Superannuation Trustees

Framing the Future Advisor Network

Putting the Principles of Adult Learning into Practice

Rights, Responsibilities, Duty of Care in Planned Activity Groups

Accommodation Services Management Program: Module Identification Exercise

How to Prepare an Agency Training Plan

Good Practice Volunteer Management

Managing Grievances and Disputes Training Module

Effective Change is a Registered Training Organisation. It provides accredited training across a range of management and community services courses. The Scope of Registration covers:
   * Certificate III in Business
   * Diploma of Business (Community Services and Health Management)
   * Diploma of Local Government (Governance and Administration)

Effective Change facilitated annual forums for Aged Services Network, Western Region members and ethno specific services to provide input into the development of regional HACC priorities for the 2000/01 and 2001/02 growth funding round.

City of Hume
Carers Forum

Effective Change facilitated a forum for carers living in the City of Hume. The aim of the forum was:
- to hear from carers and service providers about gaps in services and plan for future flexible and responsive services,
- to gain a better understanding of the needs of Hume's carers, so Council staff can advocate on their behalf,
- to encourage participation between agencies who support Hume carers, and
- to provide information to carers to support them in their caring role.
The outcome was a report to assist in planning for the future.

City of Yarra
Homelessness Forum in Yarra

Effective Change facilitated the Homelessness Forum sponsored by the City of Yarra. The forum addressed Commonwealth, state and local issues, as they impacted on the City of Yarra. The consultants prepared a report that was submitted as the City of Yarra's response to the Victorian Homelessness Strategy.

Effective Change facilitated the initial Primary Care Partnership (PCP) Project Staff Network meeting.

Effective Change facilitated a strategic planning workshop for the Committee of Management and staff.

Effective Change facilitated a workshop on senior management structure and prepared a brief report.

Effective Change facilitated a group of managers to develop a new organisational and management structure to support the strategic direction of the agency.

Effective Change facilitated two days of team building, development and planning.

Effective Change facilitated a planning workshop for the Primary Health Care Health Promotion Reference Group and prepared a report on the outcomes of the workshop.