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A gap in helping – meeting the needs of gay, lesbian and bisexual clients Kristin Duare McKinnon (1998). |
Available from The Charity Village Ltd.
160 Main Street South
P.O. Box 92536, Brampton
Ontario, Canada, L6W 4R1
help@charityvillage.com |
www.charityvillage.com |
Outlines the challenges faced by young people adjusting to a gay, lesbian or bisexual identity and how service providers can provide support and appropriate service delivery.
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Complaints Handling in the Human Services: An Organisational Handbook |
Social Options Australia
PO Box 6570 Halifax St
Adelaide South Australia 5000
Telephone: (08) 8326 8033
Fax: (08) 8339 1074
info@soa.com.au |
www.soa.com.au/chh.htm
and select Publications. Click on the title of the publication for information about its content and to download an order form. |
“Complaints are a feature of service delivery and are often not recognised for the ‘gift’ they can be to both the users and providers of services. This handbook will help you and your organisations to put complaints to good use to improve service outcomes.” (p2) |
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Conflict Resolution Kit |
Conflict Resolution Network
PO Box 1016,
Chatswood NSW 2057
Phone: (02) 9419 8500
Fax: (02) 9413 1148
crn@crnhq.org |
www.crnhq.org
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Toolkit of 12 conflict resolution skills based on effective communication. People can just use parts of it that are relevant to their situation. The material can be freely reproduced so long as the copyright notice appears on each page. |
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Developing Effective Complaints Management Policy and Procedures
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Queensland Ombudsman
GPO Box 3314
Brisbane QLD 4001
Phone: (07) 3005 7000. Toll Free (outside Brisbane): 1800 068 908
Fax: (07) 3005 7067
TTY: 3006 8174
ombudsman@ombudsman.qld.gov.au |
www.ombudsman.qld.gov.au |
Aimed at enabling public sector agencies to manage complaints effectively. Provides an outline of what steps a policy and a procedure should contain and uses illustrative examples as explanation. |
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Discrimination in Accommodation
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Anti-Discrimination Commission Queensland (ADCQ)
Offices in Brisbane, Rockhampton, Townsville & Cairns.
See web site or phone for office locations.
Telephone State wide: 1300 130 670 or TTY 1300 130 680
info@adca.qld.gov.au |
www.adcq.qld.gov.au
Under the heading Information Guides an order form is available to download. |
“This booklet provides information for accommodation providers on rights and responsibilities under the Queensland Anti-Discrimination Act 1991.” (p1) Other booklets and information guides are also available. |
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Effective Complaints Management |
Queensland Ombudsman
GPO Box 3314
Brisbane QLD 4001
Phone: (07) 3005 7000. Toll Free (outside Brisbane): 1800 068 908
Fax: (07) 3005 7067
TTY: 3006 8174
ombudsman@ombudsman.qld.gov.au |
www.ombudsman.qld.gov.au |
Aimed at the public service, however the principles and processes outlined in this resource are equally applicable to community housing providers. Fact Sheet 11 includes samples of a Complaints Form and a Complaints Data Form. |
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Establishing Ongoing Arrangements and Systems of Sharing Client Information
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State Government of Victoria, Department of Human Services
555 Collins Street
Melbourne, Victoria,
Australia 3000
Phone: (03) 9616 7777
Email contacts on web site. |
www.dhs.vic.gov.au/privacy
Scroll down page until you reach the heading Use and Disclosure. This resource is available to download in 7 seven separate sections, numbered 39 – 45 inclusive. |
Clearly covers the basic steps to developing a protocol and provides a protocol template. However, the context is very different considerable adaptation to the community housing context may be required. |
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Good Practice Guide 1: Complaints and Appeals
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NSW Federation of Housing Associations
Suite 301, 64-76 Kippax Street,
Surry Hills NSW 2010
Phone (02) 9281 7144
Fax: (02) 9281 7603
nswfha@communityhousing.org.au |
www.communityhousing.org.au
Find Good Practice Guides (1998-2004) and click on more info to access an order form. |
How to handle dissatisfaction with a service and the steps needed to develop a complaints and appeals process.
Checklists, sample forms, formats and model policies and procedures are provided on disk.
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A Good Practice Guide for Effective Complaint Handling
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Commonwealth Ombudsman’s Office, Canberra
Queensland Office:
25th Floor, 288 Edward Street
Brisbane 4000
Phone: (07) 3005 7000
Fax: (07) 3229 4010
ombudsman@ombudsman.gov.au |
www.comb.gov.au
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“Describes the essential elements of an effective complaint handling system…and then discusses how these principles can be put into practice in any agency” (p4). Focus on general service delivery complaints but principles also apply to requests for review of decisions. |
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Guidance on Developing Information Sharing Protocols |
National Health Service Information Authority
Aqueous II, Aston Cross, Rocky Lane
Birmingham, B6 5RQ UK
information@nhsia.nhs.uk |
www.icservices.nhs.uk
You will find this document listed under General Frameworks. The document can be downloaded in either Rich Text Format or as a PDF file. |
Provides a framework that encourages an organisation to self-assess and work with other stakeholders when developing protocols. A high level resource that may be useful used in conjunction with the NCHS Manual.
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Guide to Good Practice for Complaints, Disputes and Appeals (1999)
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Queensland Community Housing Coalition, funded by the Queensland Department of Housing
communityhousing@housing.qld.gov.au |
www.qchc.asn.au
Select Publications for a brief outline of the publication and to email your order. |
“Offers a practical approach to dealing with all sorts of conflict...by using resources which already exist and are available to you, though you might not have considered them before.” (p1) |
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Guidelines for the portrayal of people with a disability |
Disability Services Qld, Department of Families, Youth and Community Care.
Phone: (07) 3224 8444 or
TTY 1800 010 222
Fax: (07) 3239 0355
dial@disability.qld.gov.au |
www.disability.qld.gov.au
Find the above publication and click on PDF to download the resource. Other formats available on request. |
“Topics covered include: the use of appropriate descriptive language, avoiding common stereotypes and reporting on, communicating with and interviewing people with a disability.”(p7) |
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Guidelines to the National Privacy Principles (September 2001)
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Office of the Federal Privacy Commissioner
GPO Box 5218,
Sydney NSW 2001
Phone: 1300 363 992 (for the cost of a local call anywhere in Australia)
Fax: (02) 9284 9666
privacy@privacy.gov.au |
www.privacy.gov.au
Select publication |
Designed to assist businesses, the booklet contains a summary of obligations under the NPPs, and then sets out the NPPs as they appear in Schedule 3 of the Privacy Act. It also outlines key concepts and contains guidelines developed to help organisations to comply. |
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Hot Wired: Tenancy Information for Young People |
Youth Actions Multi-Media Publications, funded by the RTA
Contact details as for Location of resource. |
Contact: Lee Banfield
Sunshine Coast Tenant Advice &
Advocacy Service (Qld)
Sunshine Coast Regional Housing Council Inc
14 Maud Street, Nambour Q 4560
Ph: (07) 5451 2903
tenantadvice@scrhc.org |
Three booklets (4th booklet currently in production) aimed at young people that outline tenant rights & responsibilities. May be useful for housing providers to give to young tenants as well as to RTA Form 17a. |
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Information Statement - Renting in Queensland: Your rights and responsibilities as a tenant in general tenancies (Form 17a), Version 8, October 2003
ISBN:
0 95861560 8
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Residential Tenancies Authority (RTA)
GPO Box 390, Brisbane
Qld, 4001.
Phone: 1300 366 311
Fax: (07) 3361 3666 |
www.rta.qld.gov.au
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When a tenant signs an agreement to rent a place to live in Queensland, their lessor or agent must give them this booklet. It includes all the information the tenant will need while they're renting, and explains their rights and responsibilities under the law. |
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Mina Mir Lo Ailan Mun: Proper Communication with Torres Strait Islander
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Peoples Department of Aboriginal and Torres Strait Islander Policy
75 William Street, Brisbane
PO Box 397, Brisbane Albert
Street Q 4002
See web site for various phone numbers
askus@datsip.qld.gov.au |
www.indigenous.qld.gov.au
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Guide produced to assist government officers and others working with Torres Strait Islanders and to improve understanding and communication. Provides useful pointers to communicating with Torres Strait Islander peoples both individually and in group situations. |
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Protocols for Consultation and Negotiation with Aboriginal people |
Department of Aboriginal and Torres Strait Islander Policy
75 William Street, Brisbane
PO Box 397, Brisbane
Albert Street Q 4002
See web site for various phone numbers
askus@datsip.qld.gov.au |
www.indigenous.qld.gov.au
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Guide produced to assist Qld Government officers in consulting with Aboriginal communities. Provides some useful pointers to communicating with Aboriginal peoples both individually and in group situations. |
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Tenant Participation for Young People – Myth or Method?
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Queensland Government Department of Housing. Produced by Youth and Family Services (Logan City) Inc.
communityhousing@housing.qld.gov.au |
www.housing.qld.gov.au
Scroll down and click on the publication title to download the resource. |
Areas covered include: the meaning of tenant participation, models of tenant participation, the extent to which young people can participate, as well as the benefits and barriers. |
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