Family & Community Services Client Feedback Results Victoria January 2017 – June 2018

Survey overview The sample consists of clients who had engaged in a Family & Community Services program in Victoria from January 2017– June 2018 Overall, 412 surveys have been returned in total from Victoria 72 surveys were returned during 2017-2018 Data collected via paper-based survey All results are expressed as a % and based off the current sample (n=72)

Client Satisfaction Questionnaire CSQ is used worldwide to measure and assess client satisfaction with health and human services It is self administered, with data collected at the end of services Responses are based on a four-point scale All questions are positively worded, however the direction of response options span the range from very negative to very positive, and the numerical anchors are randomly reversed to minimise stereotypical responses Tool has been tested for reliability and validity Overall score of satisfaction is produced (see slide 11).

Quality of service/support (%) Over three quarters of FACS clients in Victoria rated the quality of the service they received as ‘excellent’ (78.9%).

Received expected service/support (%) Virtually all clients (97.2%) ‘definitely’ or ‘generally’ received the kind of service they expected from Baptcare

Extent service met needs (%) Over eight in ten FACS clients had ‘all’ or ‘almost all’ of their needs met (87.3%).

Recommend service to friends or family (%) Over eight in ten clients would ‘definitely’ recommend their service to friends or family if they needed (84.5%).

Satisfaction with amount of assistance/support (%) Satisfaction with the amount of assistance/support received remains very high (94.3% ‘mostly’ or ‘very’ satisfied).

Service helped to improve situation (%) Three quarters of clients reported that engaging with their service helped them ‘a great deal’ (75.5%).

Overall satisfaction with service (%) Virtually all clients were ‘very’ or ‘mostly’ satisfied with the service they engaged with (95.8%).

Client Satisfaction Score Up to 2014, the CSQ score for Victoria was 90.6/100 In 2015, the CSQ score was 92.0/100 In 2016, the CSQ score remained at 92.0/100 In 2018, the CSQ score is 95.1/100

Overall rating of service attributes (% strongly agree or agree) % agree/strongly agree % change from 2016 Baptcare staff respected my family's nationality and culture 100.00 5.8 Baptcare made sure I understood my rights and responsibilities 98.6 2.6 Personal information kept confidential 2.8 I was asked for consent to pass on personal information to another service 97.2 4.2 My needs were understood and respected 1.2 It was easy and straight forward to contact Baptcare 97.1 7.1 I was offered information and help to access other services 10.1 My human rights and dignity were respected by Baptcare 1.1 I was listened to and given choices 95.7 1.7 I was told that if children or others were at risk, this information may be passed on to authorities 95.8 10.8 Given clear information about services 94.3 6.3 I felt empowered to make choices and decisions based on my needs 93.0 1.0 I was told how to make a complaint about Baptcare 2.0 Baptcare worker developed a plan to reach goals 92.5 9.5 Not much of a delay before receiving a service/support 88.2 2.2 From 2017 – 2018, all attributes have shown a positive % increase with the exception of clients being told how to make a complaint.

Best aspects of the services from 2017-2018 Baptcare HomeStart has provided me and my family amazing support during extremely hard times. We appreciate the volunteer so much. Jane has been extremely approachable, respectful and helpful. She has been able to support us, link us in with other services, provide up with an amazing and caring volunteer and encouraged us to be involved in amazing activities and experiences for the children and our family (HomeStart) Case manager was great to work with. She provided plenty of suggestions and support (PASDS) Discussions explaining my reactions because of trauma I have experienced. Assistance with contacting a psychologist who was experienced with the blues I am facing. Discussions about safety plans of action. Assistance with installing surveillance and security equipment to give me piece of mind (RCUS) I feel I can trust them (Home Start)

Best aspects of the services from 2017-2018 Everything was equally great but the finger processing thing was very effective (RCUS) Friendly staff, refreshments provided, explanations given were appropriate, advice and support always (RCUS) Having a case manager make home visits, its very helpful for me. Playing and interactions with my son is very helpful for me too (RCUS) Freedom to be able to spend more time with the kids. Having an adult to talk with (HomeStart) Great service, allows me to meet with other families, non judgemental, always welcoming and supportive (HomeStart)

Best aspects of the services from 2017-2018 I am happy that my key workers are so patient, kind and help me work out what we need for the best (Disability CM) I was happy with the service and Laura, it was a pleasure to talk and deal with you so thank you (Disability FAH) My case manager was fantastic, she was very compassionate and caring for our needs. Its good to have someone that really care about the families needs (Disability CM) Service was great. My daughters worker was excellent in her role and has helped my daughter come along way in confidence (Families First) She explains things that I didn’t understand and is very helpful (PASDS)

Best aspects of the services from 2017-2018 Thank you very much Baptcare. Without your help we wouldn’t have my daughter in swimming classes because of our financial situation. My daughter is really enjoying swimming. Appreciate Baptcare from all families like 'us.’ (Disability FRP) Thanks to Baptcare services my daughter became normal and joyful, I am grateful for that (RCUS) The information is straight forward and the staff are extremely helpful and understanding. The service has helped our family so much and we are very grateful. We cant thank you enough (Disability FRP) The whole process was amazing, my sons case manager was amazing and an absolute joy to work with (Disability CM)

Summary Baptcare attributes were rated consistently high across all measures, indicating client’s satisfaction with Baptcare service delivery in Victoria. 14 out of 15 attributes scored 90%+ During 2017-18 there was a positive % increase seen in 14 attributes Highest % increases were: I was told if children or others were at risk this info would be passed on to authorities (+10.8%) I was offered information and help to access other services (+10.1%) It was easy and straight forward to contact Baptcare (+7.1%) 1 attribute showed a decline during 2017-2018 I was told how to make a complaint about Baptcare (-2%) The top 3 highest rated attributes for 2017-2018 were: Baptcare staff respected my family nationality and culture Baptcare made sure I understood my rights and responsibilities My personal information was kept confidential

Summary Scope for continual improvement in the areas of: Delay before the client starts to receive their service Baptcare worker developing a plan to help clients reach their goals Clients being told how to make a complaint about Baptcare Clients feeling empowered to make choices and decisions based on their needs