No Wrong Door
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The Department of Communities has embarked on a significant program of work that will change the way we provide services to our clients. The No Wrong Door vision is: client-centred, accessible and coordinated services.
Why No Wrong Door?
The No Wrong Door approach arose from the Queensland Government’s desire to
get better outcomes for clients by offering client-centred and integrated services.
Machinery-of-government changes in 2009 brought together several human services departments to establish the new Department of Communities. This provides an opportunity for greater collaboration and coordination of services, especially for vulnerable clients with multiple and complex needs.
The Department of Communities is committed to achieving the No Wrong Door vision by removing internal barriers to integrated working and improving the way the department works with external service providers.
No Wrong Door philosophy
The No Wrong Door philosophy is about innovative thinking and working together
in new ways to achieve the best possible client outcomes.
By adopting a holistic, client-centred focus the department will be able to connect clients to the right mix and level of services, including those offered by non-government organisations and other providers.
The department has a significant number of vulnerable, high needs clients who are
common across departmental service areas. They may also be clients of nongovernment organisations or other government service providers. The department needs to work collaboratively across the relevant service areas, with non-government organisations and with other providers to offer the best support we can to shared clients.
Given limited resources, access to a departmental service cannot be guaranteed for everyone who meets the eligibility criteria. However, the department will do its best to provide a response tailored to the client’s needs. No Wrong Door offers a pathway into a system of joined-up support for those who need it.
No Wrong Door program
The No Wrong Door program is a fiveyear work program that will improve the way the Department of Communities delivers services to Queenslanders.
Most of the work program for the first year is focussed on improving the department's internal systems, processes and practices to make sure they are
client-centred and consistent.
The program is overseen by a No Wrong Door Program Board comprising senior
representatives from departmental service areas, Smart Service Queensland, the Public Service Commission and the Queensland Council of Social Service.
The Queensland Council of Social Service will facilitate sector participation
in No Wrong Door projects of particular relevance to community services
providers and has a key role in making links between the No Wrong Door program and the community sector.
Opportunities for NGO input
The department is committed to communicating with the non-government sector about No Wrong Door activities. We will continue to liaise with the Queensland Council of Social Service and the Futures Forum to seek nongovernment organisation input on an ongoing basis and identify opportunities for the sector to be involved in relevant projects or activities.
Key No Wrong Door projects
Eligibility Assessment and Referral Pathways
One project of key interest to nongovernment organisations and other
providers relates to eligibility assessment and referral pathways.
The project is still being scoped. It is expected to develop consistent and
standardised eligibility and assessment processes, where appropriate, across the
department. We will work with nongovernment organisations and other external service providers to develop clear pathways between services for clients.
Guide to working with nongovernment organisations
A practice guide to working with nongovernment organisations will help department staff better understand the role of the community sector in providing services to clients, particularly clients referred by the department or clients common to the department and other service providers. The guide will help staff work with non-government organisations to assess and meet the needs of clients.
Service Charter
A Service Charter will be developed that outlines what Queenslanders can expect
from the Department of Communities. The department intends consulting the
non-government sector on a draft.
The department will continue to liaise with the Queensland Council of Social
Service to work out the most useful and convenient ways to engage with service
providers.
More information
For more information about No Wrong Door, email the department:
no_wrong_door@communities.qld.gov.au
For information about local No Wrong Door activities, contact your Department of Communities regional office.
