Settlement Engagement and Transition Support Webinar


Good afternoon everyone. Thank you for joining us for this Data Exchange presentation on the Settlement Engagement and Transition Support (SETS) activity.

I am just going to wait a couple more minutes for any late arrivals. So, please adjust your sound accordingly.

There are a number of handouts available to you under the handout section. We will be mailing out a list of the questions that are asked today with the responses and we can include the handouts with those if you do not want or are unable to download them at this point.

Welcome to this session on the Data Exchange, my name is Neil Swan. I'm with the Data Exchange Training team and is my pleasure take you through this afternoon session. The presentation will take about an hour and a half and that will hopefully allow time for your questions as we go. Questions can be submitted through the questions option on your screen and please just only send through questions that are relevant to the section we're talking about. I'll run through what we're going to be talking about in a moment. We'll also have a short break in between each section just to allow some questions, any additional questions to come through and be answered.


I'd like to take this opportunity before we begin to acknowledge the traditional owners of the lands on which we are all seated on today we're virtually meeting across and pay my respects to their Elders past and present.


Joining me answering your questions will be a representative from the settlement grants management section of the Department of Home Affairs, Kylie Mahoney. I also have some colleagues here from the Data Exchange that will help answer questions if required.


Okay, first up just a quick word on using the webinar control panel. We can't have everybody asking us questions verbally, so that's why we use the written component of this facility if you'd like. Please check that your microphone symbol is red as it's muted. If you wish to close the control panel, you can simply click the orange arrow at the top of the screen. If you need help getting any help with the control panel, just press the orange button.


You can also expand that panel if you need to by clicking on the orange arrow as well.


We're also going to record today's webinar and put it up online in about two weeks’ time. We have to do some processing on our end to make sure it's accessible for everybody.


So what are we looking at today? Based on the information that we've been provided from your organisations there are a number of issues that you found with the Data Exchange either as new users or for those people who have been using it for a little while and are still having some problems. So we're going to work through three sections. We broke them down into the Data Exchange Basics, capturing SCORE and extracting report information.


Each section will take about 25 minutes and allow us about five minutes to answer any other questions.


Some of the common questions that came through were around if a client does not consent to data being in the Data Exchange,are they still captured as an individual client?


How do we transfer our clients to the new SETS activity, can we record low and medium levels of service in the Data Exchange and we're having a problem entering the existing clients into the Data Exchange. Hopefully most of these questions will be answered for you. But in short for the first question, yes, the client data is still entered.


However, you will need to know the client ID as their name will no longer be searchable after the client is established, for the second question about transferring your clients to the new SETS activity, if the client is already recorded in your client management system or in the Data Exchange portal, you will be able to find that client and then just attach sessions for them for the new activities.


You won’t need to setup or reestablish them. However, if you're new to using the Data Exchange for the capturing of your client data, you will need to set them up as a new client. You only need to set them up once, they are never deleted out of the system.

Can you record lower and medium levels of service? Yes, you can record the level of service intensity provided in relation to information, advice and referral services. At this time we're not able to capture that for other service types.


And that data then comes through on the Organisation Overview report.


If you're having problems entering existing clients into the Data Exchange, as I said for question one,  if you've already captured that client in a client management system and it reports to the Data Exchange, you shouldn't need to recapture the client. You will simply add a new session against the new activity that you're delivering.


There could be other reasons why those clients aren't showing up. It could have to do with how your client management system or if it has not uploaded the information yet to the Data Exchange. It may be that you can't find them yet in the portal. If you're using the Data Exchange portal for the first time that you may need to input them as new clients.


Or there could be other reasons associated with how the information is being captured on your client management system. The first point of contact if you're using a separate client management system is to talk to the vendor of that system. If you're still having problems, you can always of course call our helpdesk and hopefully they'll be able to sort it out for you.


Okay. We had a few questions about getting started in the Data Exchange.


So this is the process if you are still having problems accessing the Data Exchange and you want to use the Data Exchange portal to input your data. First of all, as we always recommend check the website for the task cards and e-learning modules that we have available. There is actually a task card about getting started which has this information included in it.


You'll need to have your AUSkey for Administrators in your organisation and also for any staff members that you wish to have entering data will need to have their own AUSkey as well.


You'll need need to work out which method you're uploading data via. That can be the system from your own client management system. If that's the way you're going to go you'll need to talk to your IT people or the vendor of your client management system. For bulk file uploads, there is a special XML file that has to be developed and it will talk to your system and then you'll upload that through the Data Exchange via the portal. You'll need at least administrator access to be able to upload via bulk file upload or of course you can always use our web-based portal which is free for you to use. You will still need an AUSkey to be able to access it. You can also change the method of upload at any time.


The first person who's going to use the Data Exchange will need to fill out a user access request form, be given the Data Exchange Organisation Administrator role and can then set up further staff members, and outlets for the program and allow people to start inputting the data.


As I said, there are three ways to upload your data. The Data Exchange helpdesk can provide technical help if your client management system vendor requires help. There are also technical specifications on the webpage.


Okay, so as a Data Exchange user there are three key roles that you should be aware of. They are the Organisation Administrator, the Organisation Editor and an Organisation View only or read-only. Organisation Administrator has access to all of the information for your organisation and also has access to provide user access and set up new outlets for the programs that you might be funded for.


They will also be the people who will bulk XML upload the files of your data. If you're capturing it outside of the Data Exchange portal we recommend that you have at least two Data Exchange Administrators in case someone is on leave or someone leaves your organisation. You should always have another person who can access those functions.


Organisation Editors are only able to look at the information they've been given access to and this is normally used for general staff members who don't need to use the administration function. Organisation View only or read-only is for those in your organisation who aren't required to input data, but who may wish to have a look at the reports from time to time. They will also need their own AUSkey to be able to access the Data Exchange web-based portal. All of the reporting is only available through the Data Exchange portal. So at this time you will need the AUSkey to access that information, even if you're not inputting data.


Okay, so just a brief recap on some basics about the Data Exchange a client record only needs to be input once for your organisation.


You should record your data as soon as possible. This will mean that you don't have as much backlog of data to upload later on and if something happens with your own systems, you've got the up-to-date information.


Information such as case notes, contact details etc cannot be recorded in the Data Exchange. Unfortunately, we can't build a large enough system to actually cope with that level of detail and also those notes and contact details may contain personal information that the funding agencies can’t view.


So, how do we define a client in the Data Exchange. The official definition from the Data Exchange Protocols document is “for reporting purposes a client is defined as an individual who receives a service as part of a funded activity that is expected to lead to a measurable outcome”.


In some cases, there are two types of clients. In our instances the individual clients who attend a session such as a group counseling session and individual counseling session or a playgroup etc.


People can also be recorded if they attend a community event where it's impractical to capture their specific details. Those individuals are just captured as unidentified clients as an aggregate number for the event.


The Data Exchange is broken into two parts, the priority requirements and the partnership approach. The priority requirements captures the minimum data set that all organisations need to provide. It is captured through the clients, the cases and the sessions.


The partnership approach allows for an extended data set that contains extended demographics about the client and for SETS, this will include ancestry, Visa type, visa and first arrival in Australia dates.


You get access to more reports from using the partnership approach. It's also where you can record SCORE data.


And you can record why the client was referred to you and their need.


So just a brief overview of some of the terms that are used in the Data Exchange.


I might just take a pause there and allow you to just have a look at those definitions.


As you can see we were talking about client, case and session as the minimum data requirement. We also include support persons as they are people who might be assisting a client of the session. You can record the support person as an individual as well and capture the number of people being helped with a support person. The service type reflects the nature of the service delivery in that particular session.


And of course, the outlet is where the service is delivered from or where your office is where you're traveling from to deliver a service, if it happens to be in a client’s home. You don't record the client’s home as the location of an outlet. That would be your administrative office or your office.


So what is a case?


We like to describe a case as a file like your old paper-based files. This is where you can capture the clients who are going to attend a particular service, the instances of those services of that service and you can actually link people together.


So if it's a family, an unrelated group of people who are attending a peer support group, or just an individual, you will normally set up a case for each distinct service that you're going to be delivering. For counseling services for instance, you would set it up for the people who are going to attend those counseling sessions.


For a community event, you may set it up for the whole year as your community events and then record the sessions against that. I've got a little diagram here that will hopefully walk us through that.


What is the session? A session fits into the case and it's the actual individual instance of service or episode of service stored within the case.


The case can contain between one and potentially an unlimited number of sessions. Sessions are about recording the services delivered to clients and not about effort tracking. It just gives us how many sessions have you had and how many clients were at those sessions.  


The sessions are really the key to how the Data Exchange reports capture information.


The reports will give us the number of people that have accessed a service and the type of services that have been provided. So the service type, who is there and when it happened. You can only input a session of service in the reporting period that is currently open.


As I just mentioned how it all fits together in the case is your file.


You give it a case ID. Please don't include any personal details in the case ID or a session ID or a client ID. They need to be free of any identifying information such as names or dates of birth.


In this case we've set up a case that has education and skills training for May 2018. This was for the Try Test and Learn activity. You would attach your activity to the outlet, that was Tuggeranong Outlet 1, and the clients who may turn up at a session.


We've attached six people when we record the session. You can see we have a session date, the type of session it was or the service type, and who was actually there. So all six people came to the intake and assessment session.


For the second session the following weekit was information advice and referral and only three of the people turned up.


You would only record the three attendees in session 2, in session 3 mentoring and peer support only Chloe turned up. So you would only report Chloe as having attended that session.


If you're providing an individual service or a service to a small group of people such as a family or to a group of peers, you would record each client as an individual client. You would then group those people together in the case and you would record outcomes for those individuals at each session of service when they come to the service.


You can record an outcome against any or all of the Circumstance, Goal or Satisfaction domains for each client. The domain selected are dependent upon the individual client and what is happening in their life or how they are working towards the goals that they may have set for the sessions.


If you're holding a community event where it is most likely that the clients will be unidentified clients or unknown to you at that time. You would set up the case as a community event case. You would put in for the case the number of potential unidentified clients.


You may also know that you're going to have some clients who have already accessed your service and who you've put into the Data Exchange. They would be classified as the known clients and you would attach those at the case level as well.


When you record the session of service, you would record the estimated or the actual head count if you've done a head count of those clients that you haven't actually got identified. To that add in any identified clients in the session and then attach the known clients that you have in your database to these events as well for outcomes for the community as a whole. So for those unidentified people you can record a Community SCORE.


Or if you have identified clients at the event, you can capture also a Circumstance, Goal or Satisfaction outcome for any of those clients if it's relevant at that time.


Okay, so that is the first section now. I know I've seen a few questions come through just briefly.


There have been a couple of questions about adding groups to record a group activity. Is there a step-by-step instruction to record a group activity where there are many identifiable clients? Yes, all of the step-by-step instructions are available on the Data Exchange website under training resources and you'll be able to find how to set up your case at that point. We would suggest as I've just gone through that you'd set up a case for your group activity, attach any people that are there that maybe you've invited, for instance who you've identified, and then when they actually turn up at the session just capture them as part of that process.


The other question was around do you need to add a SCORE for each client in the group activity. As I've just gone through, if there is a significant outcome for that individual and you have their details you can capture the SCORE for them. You can also capture the SCORE for the overall community.


Great question about de-identifying clients or de-identified clients. So the question is around an organisation that de-identifies all the clients as their input.

Our recommendation is take note of the client ID if that's your practice. That way you can find them later on to add more sessions of service. If you don't note down their actual client ID and you have unticked the consent box in the Data Exchange or if your system automatically de-identifies them (if it's a client management system transferring the data to the Data Exchange) and you try and search for that person by name you won't be able to find them anymore.


Write down their client ID with your case notes or somewhere secure.


And you can use it for later reference to add further sessions for that client. That will mean that you won't actually have to enter the client over and over again.

Question about how many clients represented constitute a group. That's a very open-ended question. We leave that up to the organisations to decide what is a group session.


So a group session could be a family group. It could be a peer support group. You can have 15 people in a room having a chat about what's happening in their lives at that time, or it could be a group at a large community group where you're having a barbecue. You're not going to be expected to run around and collect all of the names, date of birth type demographic information off them and you'll be able to just group them as unidentified clients.

All of this information is available in the Data Exchange Protocols document as well. We understand that can be a lengthy document and it’s a lot to take in but for those specific questions about what constitutes a group it is outlined in the Protocols document, as well as how you would group them together.


So there's a question about phone calls as well.


We at the Data Exchange advise organisations to record a session of service if it's a meaningful conversation with the person. When we say meaningful, we mean that there is expected to be some sort of positive outcome besides just advice or information provided or a referral. If a person rings up and ask for a phone number for a complementary service or other services and that's all you provide them, it's not expected that you're going to have the time to take their name, their date of birth, and then enter them as client in the system. If these are the type of calls that you get on a regular basisyou may set up a case on a weekly or monthly basis just to record the number of unidentified people who are calling in for that type of information.


It's very similar to how you would deal with if you're in a shopping center handing out some information to people as they strolled past. You wouldn't be expected to capture information about that at an individual level.

I'm just trying to scroll through the questions as a coming in.


The number of unidentified clients acceptable in any group in a case. You can only put in an estimated number of 999. If you have more than that at an event simply set up two sessions for them. It's not a cumulative amount the number that you put in the case however will limit how many you can record in each session. So if you put in 50 people and a hundred turn up at the session, you'll have to go back and adjust the case number.

Okay. So there's a question about children being recorded as clients. Yes children can be recorded as clients if they're the ones receiving the actual service. If a child is just accompanying a parent because the parent hasn't got someone to look after them while they come along, they're not classed as a client in that situation.


So if it's a playgroup that you might be running for people you would record the child and the parents both in receiving that service in that case. If it is just a counseling service for the parents and the children happen to be in the room, you would just record the parents.

Consent can normally be provided by anybody as long as they reasonably  understand what they are consenting to. So a child, say a 14 year old could give consent for the data to be stored in the Data Exchange. A person who's 25 who may have a mental disability may not be able to consent and the support person or  guardian may have to consent for them.


For any questions we don't get to by the way, we will do up a Q&A sheet after this to be sent out. So if I don't get the answer to your question specifically online we will group them up and send out the common questions later on and we'll also try and get to your private personal question if it is of a specific nature.


So there are a couple of questions that have just come through about  Visa types and how long they've been in Australia.

We will let our colleagues from the Department of Home Affairs actually respond to that as well while we're talking and then we'll include those answers is in the mail out.


We're just about to start on the next part of the presentation, which is actually about outcomes. So thank you for all your pre questions on outcomes. I can see a few there already.

We might move on to the next section now and I'll let the guys helping out answer some of the questions get back to you individually.


Okay, so partnership approach and this is where we do actually capture outcomes for individuals and for the community. The partnership approach has a number of components, the first one being SCORE which is how we measure outcomes.


SCORE stands for the Standard Client or Community Outcomes Reporting. There are four areas of SCORE – Circumstances, Goals, Satisfaction and Community.


SCORE can be captured per individual, can be assessed either by the client themselves through a validated outcome tool or another mechanism that your organisation may employ. It can be assessed by you, the practitioner or the person assessing the client. It can be done jointly or can be provided by a support person if appropriate.


As stated you can SCORE directly in the Data Exchange portal or if your organisation uses a validated outcome tool or another tool, you can translate it into the Data Exchange.


Your client management system may actually do this for you and may transmit the SCOREs directly into the Data Exchange reports.


So, when do you capture a SCORE?

We normally say that you capture a SCORE where there is a meaningful interaction with an individual and there was some change in that person's circumstances or goals or that you want to capture how satisfied they were with the services that they received for organisations running community events. You can actually capture a pre and a subsequent SCORE at the beginning and the end of a community event or you can measure this over time as well. Community events that are aimed at community participation, for instance like a barbecue, you might actually see a change in a short amount of time in a couple of hours. So you might see no interaction between groups at the start and at the end you can see that they're starting to mix and mingle and talk to each other. You can actually record two SCOREs for that one session.


So for individuals, you should always choose the most appropriate SCORE domain for what's happening with that client at that time. You don't have to record a SCORE against all 11 Circumstance domains or all the six Goals domains. It is just what's relevant for the client.


We have a wealth of information on the Data Exchange again about SCORE and how you can use SCORE. We also have information on there called the Data Exchange Outcomes Translation Matrix, which will translate 11 commonly used evaluation tools so that you can then input straight into SCORE.


So the outcomes reporting framework was developed in consultation with a lot of organisations back in 2015.


The SCORE works via allowing organisations to report outcomes in a consistent, comparable and standardised, yet flexible way across different services. It is a simple five point rating scale which is fairly easy to use. It can be assessed by the practitioner, by the client, self-assessment or a joint assessment.


And we are adapting it over time to ensure that it is best fit.


So, how do we do it?


When you record a session of service for a client, you can actually add the SCORE at that point. Initial SCOREs can be done at the start of your sessions with a client either the first intake session or the subsequent session after that, and then you record outcomes at sessions where you will notice changes or the client indicates changes.


It works by measuring the difference in their initial SCORE and the subsequent SCOREs, and will provide a negative, positive or neutral outcome. SCORE is not designed to be a rigorous evaluation, it is to give an indication of how your services are performing over time and across your clients.


As I said, you can use the SCORE directly with the client or with a practitioner, or you may use your own validated tools or other tools that you've decided in your organisation. The only recommendation we give is that you pick a method that works for your organisation and apply it consistently.


This will give you some consistent outcomes that you can then utilize down the track for working out if your program is having the effect that you thought it was having.


As I stated a Translation Matrix is available on the Data Exchange website. It was re‑released in December 2018, and it focuses on 11 commonly used tools.


There is information in there on how to use it, how to translate those tools into SCORE and also, we add to that from time to time as we find or as we're told that there are new evaluation tools available.


I've jumped through that fairly quickly.


So I'll just open up my questions sheet again.


So someone asked SCORE is only used when something changes. Is there any value in simply measuring where someone is across a range of circumstances to say where they're at?


Yes, you can record an outcome at any time that you've seen the client.


So even if nothing has changed for that client that will give you a neutral outcome over time, of course, which maybe thats what's happening with the client? So yes, you can record SCORE at every session if you like with the client and even if it hasn't changed for them.


And the SCORE can be very beneficial for both the client and your organisation. So when you're talking to a client further down track you could actually go in and have a look at all the SCOREs that have been recorded for that client and see how they're doing overall.

It could be that yes, they are neutral in certain aspects of the Circumstances for instance, but they may be achieving other outcomes such as new knowledge or increase knowledge and understanding which would mean that their goals may be increasing over time as well.


It can also help confirm that the client's needs have been met and it can also be a shared learning experience for both the organisation and the client to see where services are being improved or where things could be done differently.


A question about updating the SCORE for a client after every session. You don't really update a client SCORE. You add a new SCORE each time for that session. So over time he will actually build up a bit of a picture of how the client is progressing and that's simply done at the end of the session when you're recording the session the client’s name comes up, there will be a small orange or yellow depending on the screen color icon that looks like a little medallion, you can then just click on that and go and add the SCORE directly.


You don't have to enter a SCORE every time you see a client, you can if you wish to.


It just means that if there is a significant change in the person's life,that's when you most likely record it, a change, but it doesn't even have to be significant.


And just a note about the partnership approach and the outcomes requirement. It is a requirement of all SETS organisations to be participating in the partnership approach and collecting SCORE data. It's expected that you'll collect outcomes data for between 50 and 60 percent of all participants.


However, it is noted that you should do so within reason and in alignment with ethical requirements and you need to have at least a SCORE recorded twice, once towards the beginning and throughout their service delivery, otherwise we can't actually determine any change for the client.


Okay. Well, we'll have to leave some of the specific questions there, but we will get answers back to you either by the end of the session or in writing after the session.


So next we're just going to have a look through reports and what's available for organisations.


The key point on report data is that what you record is the data that you'll see. So what you put in is what you get out.


And it's only as accurate as you make it, it's also important that you know that you can only put in sessions of service during the period that they're actually provided in. So for instance, we're now in November, you can't go back and put in sessions of service prior to 1 July this year because that reporting period is now closed.


The reports mirror what access you've been given for outlets and programs in your organisation. So if you only work at one particular outlet on one part of the SETS program for instance, you'll only see data for that program and for that outlet unless you're an Organisation Administrator, who will see all data all the time.


You should check the data that you're inputting regularly to make sure that it looks how you think it should look, and that will give you an opportunity to update any information that you might need to update. You may have forgotten to put in a client's date of birth or you might have just put it incorrectly as the 6th of November 2019, which gives them a birth date of today. Hopefully you'll pick that up and then be able to go back and change client information to make sure that your demographic reports look how they should look.


Feel free to explore in the reports. You can't break them. They are very robust in that regard. Occasionally the pipeline feeding from our office to your office might get a little bit clogged up; if that happens and if it's slow to load we recommend that you just close down and restart again.


There are task cards available on our website under the self-service heading of the new website.


You'll find very useful information on how to filter your report; how to bookmark for those filters; how to export your data; how to take snapshots within the reports themselves. So if you'd like a snapshot of the graph for your manager, you can actually use the functionality that's in the Qlik reports.

How to access your reports. As I stated in the first half of the session, you will need to have a login and an AUSKey for that log in. You simply log in through the Data Exchange. Our Data Exchange snapshot on this page is actually the old web page. It was updated as of about 10 days ago. It hasn't changed significantly, but you will find it looks a little different to the one in the screenshot.


You will then simply select the go button down in the bottom right-hand corner.


The reports that are available to all organisations. There's two reports, one is the Organisation Overview report and the other is the Organisation Data Quality report. As all organisations delivering the SETS activities are required to be a part of the partnership approach, you'll actually have access to another six reports.  

The first two reports, the two standard reports, just provide as they say an organisation overview. So what's happening overall for the part of the organisation that you have visibility of, and the organisation data quality report is where you can check for that information about where you might have missed something, including some demographic data.

You can go in and have a look at your clients and actually see if the data is of a robust nature.


For all organisations in SETS you also have access to the additional four reports. They are Resource Planning, Service Footprint, Client Outcomes and your Community Profiles report. I'll start with the Community Profiles report as that report does not include any Data Exchange data.


It is simply information that is taken from external sources such as the ABS. You can use that data to see what is happening in your region across Australia. It can be filtered by a number of geographic filters so that you can actually see across the Circumstance domains what's happening in your region? So for instance for childhood age-appropriate development, it has information on immunisation rates for you that you can filter down to the regions.


There are actually two Community Profile reports called version 1 and version 2. Version 1 contains the 2011 ABS data and version 2 contains 2016 ABS data.


The Client Outcomes report is useful for seeing how your clients are going with those outcomes that you're recording.


So there is a sheet now available in that Client Outcomes report that will let you go down to a client level for the clients you can see, to see how they're progressing individually as well.


Service Footprint and Resource Planning are really useful for organisations overall to use to see the service footprint where services are, and where clients are coming from to access your services, and also where your services are accessing clients from in the reverse, so via outlet. Resource Planning breaks your service delivery down on a month-by-month basis to allow you to see any peaks and troughs.


As I said there are task cards and navigation guides on our website. I've put in a few navigation tabs here that you will always find useful from top to bottom. There is a go back function to undo your last selection and these apply mostly to the filters.


There is also a step forward if you need to redo the filter if you've undone it by mistake, or deleted it by mistake. You can also select “clear all” of the filters that you've applied. If a little green box comes up with the white tick in it that's just to confirm the filters that you've selected. Likewise if you select the filters you don't want in that box, you can clear them and the small symbol with the three lines and the little arrow means that there's additional filters once you select a top level filter.


So this is what one of the sheets will look like in the Data Exchange itself.


When you have a look at a sheet, just going to go back a step and run that again. If you select the reporting period tab at the top thats circled in red and then filtered for the 2017-18 financial year, you'll notice that there are two reporting periods under that field. That's how the drop-down will work.


You can then filter by one or both of the options available. If the drop-down filters come up as dark gray, that means they don't relate to the first filter that you've applied. So as you can see on screen for the filter of 2017-18, the 2015 and so on filters are dark grey. They're not relevant to that Financial year.


To select those filters you just select the green box at the top and that would apply the filter for you to the data.


As you can see here we've applied two filters one for the 2017-18 financial year and for the program's families and communities program. As you apply filters, these will actually update the reports live for you so you don't have to click refresh at all. You can also use the bookmark function at the top of the page.


And the navigation keys left and right will move you through each sheet for that report.


Again, we have task cards on our website about how to use those functions. But please feel free to go in play around with the reports, have a look at how it tells you, it gives you the information and also sometimes you may look at something and say that it's come up as zero for instance. It may be that you've applied a filter that won't apply any data for those fields, so we always recommend that you just keep an eye on the filters at the top of the page where the number one is and make sure that you're filtering by the right information.


Okay. So how do you use all that really nice data?


We can give you a few hints and tips. We may not be able to tell you how it will work in your specific region. First thing you should always do however is just check that your data is showing up and that it looks correct.


If it is a lot of clients who are coming up with an age of over a hundred it will always be worthwhile going and having a look at what dates of birth have been put in for those clients, as we really do not expect to have a lot of clients in that age bracket.


Next you should define the question you're trying to answer. So as a good way to start any exploration of information, see what you want to answer. So what is the question? Consider the context of your service area, is your area drought-affected at the moment, is that impacting on your clients?


The ABS data reports that we provide you can also use that to work out what's happening in your service area.


Next we'd suggest checking the Client Outcomes report and looking for those patterns and trends across your clients. You could also just look at the Program Overview report that gives you a good demographic overview. So just to tell you who your main clients might be, if they are meeting their requirements set out under your funding agreement as well, so that can be a really good place to look. All of the reports that are available will tell you what's been happening in your area, but they won't tell you why that's been happening. In addition, that's where you need to apply your own information and local knowledge. We can record the ‘what’ for you but unfortunately, we don't have the capacity to record the ‘why’.


Okay, so I've made up a little hints and tips sheet here about how you might like to go about looking at your Client Outcomes report for instance. So we would normally filter by the program, the activity or the outlet depending on how you want to break your information down. Select a reporting period if required, so if you want to have a look at the January to June 2019 data, you can filter by that.


Filter for your client type. Do you want to have a look at clients who are individual clients? So those identified clients that you've got entered into the system. Do you want to include support people and do you want to include those unidentified group clients? And you can also filter of course by demographic. So if you want to look across a particular age group to see what's happening.


As you move through each sheet the overview sheet for instance will then show you, does the number of clients who have an assessment completed meet your expectations as a practitioner? So you might think I've done many more assessments of clients than that and this report will help just guide you to see if they're being entered correctly, it could be that you've entered a lot of outcomes for the clients, but they're across different domains or across different components of SCORE. And therefore you can't actually pick it up then they're not matching up pre and a subsequent SCORE for that individual.


And you can also have a look at the information by filtering it by the SCORE component itself on the SCORE components sheet and see what the impact is across each domain.


Okay, so we've come to pretty much the end of my demonstration. We've got about 25 minutes that we can use for questions.


So hopefully we can get through quite a few of them for you. The majority of the questions that are coming in will be sent back as private responses, but as I said throughout we will be summarising the questions and sending out a Q&A sheet for you. If you wish to leave now, feel free to, otherwise just keep sending in your questions for us.


And thank you for attending. Also If you need any other assistance, please go to the website, or you can also ring the helpdesk to get help on specific problems.

Thank you for your attendance, and we'll hopefully see you online next time. Thank you.



This webinar will provide information on the Settlement Engagement and Transition Support activity.

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