Inaugural National Emergency Relief

Summit

Presentation Overview

1. The ER data collection environment

2. Improving Australian ER data collection

3. Data system purchasing tips

4. Questions

Snapshot: Australian Emergency Relief

• Frontline for people in crisis in Australia

• Source of distributing utilities concessions, and other

assistance types

• Largest single service in Community Services

• Delivered by largest workforce, in highly variable

manner

• Commonwealth is main funding source

Snapshot: Australian ER Advocacy

• ER advocacy: domain of large national

providers

• Responsive to National Income Support

policy at local level

• Snapshot data

Why Data is Important

• Responding to National Income Support

policy

• Assisting advocacy, research and tender-

writing for local agencies

• Identifying growing poverty traps and service

support gaps in Australia

What Data should Agencies Collect?

Australian Agencies’ Data Systems

• Cardfiles

• Paper systems

• MS Excel / Access data systems

• Onsite servers onsite

• Multiple sites = disconnected data

• In-house agency-built systems

• Cloud-based SaaS

Drivers for Improving Data Collection

Practices

• Reporting to Government

• Managing funds

• Tracking in-kind resources

• Tracking staff interactions with clients/participants

• Detecting trends for improved services

• Research, advocacy, tender-writing

• Client pathways

• Diagnostic values

• Filtering out repeat customers

Agencies with ER Data Issues:

Common Themes

• Agency wide software without ER capacity

• Low priority for resourcing appropriate

data

• Disconnected local systems

• Overlooking opportunities

• ER can be highly complicated

• Resistance to using administration funds

for data management

• Volunteers

• Poor funds generally for any service

improvements, and sometimes operating

in a crisis and isolated social service

environment making innovation difficult

• Poor technology hardware

• Poor knowledge or understanding of

technologies

Large organisations Small organisations

CDS Emergency Relief Client Profile

• Agency-wide data management

• Small agencies

• Large agencies

• Other anti-poverty client data

Emergency Relief Data Collection

Government Wishlist

• Minimum data sets

• Reasonable notice of reporting requirement changes

• Funding allocation for data management

• Formal systems for submission of trend data

• Data Compacts between Government and the

Community Services Sector

• Funding assistance for improved CRM

Technology Decision Tips

1. Involve key staff in the CRM planning

process

2. Beware software experts without a

Community Services background

3. Confirm supplier dedication to the

Australian Community Services sector

4. Be clear on your system specifications

5. Request a demonstration

6. Consider a pilot project

7. Find out the implementation rate

8. Check Australian Government reporting

compliance

9. Confirm data security compliance

10. Scrutinise attitudes to client

confidentiality

11. Verify all data is stored in Australia

12. Check unscheduled outage

performance rates

13. Beware of upfront payment models

14. Speak to referees

15. Keep after-sales support costs in check

Greg Were (Director)

www.communityds.com.au

enquiries@communityds.com.au

1800 503 981