NSW Ombudsman’s report on specialist homelessness services - implementation plan
DCJ’s Implementation Plan in response to the NSW Ombudsman’s report ‘Specialist homelessness services: helping people with high or complex needs’ (August 2022)
Specialist Homelessness Services (SHS) Access, Eviction and Withdrawal of Services Policy
The Specialist Homelessness Services (SHS) Access, Eviction and Withdrawal of Services Policy (the Policy) and Attachment A: Accessibility checklist for SHS crisis accommodations (Attachment A), were developed in response to the NSW Ombudsman report Specialist homelessness services: helping people with high or complex needs published on 31 August 2022. The Policy was a commitment made in the Department’s implementation plan to the NSW Ombudsman’s report (see above).
The objective of the Policy is to support SHS providers to have fair, clear and accountable decision-making processes when providing services to clients, or withdrawing services, that is strengths-based, and trauma informed.
Some notes about the Policy:
- The Policy and Attachment A should be read together. SHS providers that operate SHS crisis accommodation properties are required to update the Vacancy Management System (VMS), which includes completing the ‘Accessibility Checklist’ contained at Attachment A. The checklist provides accessibility information to inform conversations between referrers to SHS providers and other services. Many people with disability will not require the features listed in this checklist and can access a broader range of locations.
- To assist providers with explaining the Policy to SHS clients, a fact sheet for clients has been prepared – Fact sheet for Clients - New policy: Specialist Homelessness Service (SHS) Access, Eviction and Withdrawal of Services Policy. Providers are recommended to print, distribute or display the fact sheet so that the information is accessible to clients.
Summary of the policy development process
The Policy was developed through a collaborative process and DCJ is grateful for the insights and feedback that helped shaped the Policy. SHS providers, SHS peaks, other NSW government agencies (Health, NSW Correctives, Youth Justice), people with a lived experience of homelessness (Public Interest Advocacy Centre’s StreetCare) and other advocacy groups including People with a Disability Australia (PWDA), contributed to the drafting of the Policy.
A detailed ‘What we Heard’ document, What we heard: Policy development process for the Specialist Homelessness Service (SHS) Access, Eviction and Withdrawal of services Policy , outlines the process of how the Policy was developed.
Implementation of the Policy
The Policy will apply to all programs that are required to comply with the SHS Program Specifications.
The Policy is effective from 1 February 2025 with a period of 12 months for implementation. All processes will need to be in place to meet compliance with the Policy, by 31 January 2026.
As part of DCJ’s Framework for human service contract management, contract managers will monitor the implementation of the Policy as part of contract meetings. Providers are required to demonstrate that they have commenced adherence with the Policy as part of the 2024/2025 annual accountability process.
The Implementation Checklist has been developed to guide service providers with key considerations for applying the Policy and to assist DCJ with reporting obligations to the NSW Ombudsman
Supports to implement the Policy
DCJ will work on developing supporting tools for SHS providers where needed to implement the Policy. Providers will be informed as soon as these are available. DCJ will work in collaboration with SHS providers to identify tools that will support implementation where they are not currently in place.
Interim review of the Policy
DCJ will conduct an interim review of this policy 6 months following publication. This review will allow DCJ to hear directly from providers about the policy and any implementation support required. The link to provide feedback to this review can be found here.
DCJ will then conduct annual reviews of the Policy and implementation where required.