Business practice manual - references and revision history ...



0000Business practice manualReferences and revision historyOctober 2012457200010172700Department of Health00Department of HealthReferences and revision historyOctober 2012To receive this publication in an accessible format phone 9096 0000, using the National Relay Service 13 36 77 if required,Authorised and published by the Victorian Government, 1 Treasury Place, Melbourne.? State of Victoria, Department of Health and Human Services May, 2017.Where the term ‘Aboriginal’ is used it refers to both Aboriginal and Torres Strait Islander people. Indigenous is retained when it is part of the title of a report, program or quotation.Available at dhhs..auContents TOC \h \z \t "Heading 1,1,Heading 2,2" References PAGEREF _Toc482113605 \h 7Key responsibilities PAGEREF _Toc482113606 \h 9Revision history PAGEREF _Toc482113607 \h 12New revision history format PAGEREF _Toc482113608 \h 14ReferencesSymbolReferenceLegal ServicesSupport ServicesOther Departmental policy and procedure manualsRefers to an online referenceRefers to an appendix in this documentCharter of Human Rights and Responsibilities Act 2006AHSOAboriginal Housing Services OfficerAHVAboriginal Housing VictoriaALOAgency Liaison OfficerASBAnti-social Behaviour COCCode of Conduct for the Victorian Public Sector 1995COMACCommunity Management AccommodationCMUComplaints Management UnitCSUClient Services UnitCthCommonwealthCYPAChildren and Young Persons Act 1989DFNAADomestic (Feral and Nuisance) Animals Act 1994The DirectorDirector of HousingThe DepartmentDepartment of Human ServicesDPCSDrug, Poisons and Controlled Substances Act 1981EAEvidence Act 1958EOExecutive OfficerFOIAFreedom of Information Act 1982FSOField Services OfficerFVPAFamily Violence Protection Act 2008HAHousing Act 1983HCCHousing Call CentreHiiPHousing Integrated Information ProgramHIRHousing Information and ReferralHMHousing ManagerHRAHealth Records Act 2001HSMHousing Services ManagerHSOHousing Services OfficerIDIdentificationIPAInformation Privacy Act 2000IPPInformation Privacy Principles (part of the Information Privacy Act)MCATMaintenance Claims Against TenantNTVNotice to VacateOAOmbudsman Act 1973OPOrder for PossessionPAPrivacy Act (Federal) 1988PRAPublic Records Act 1978PSMEAPublic Sector Management and Employment Act 1988RGSRental General StockRSPCARoyal Society for the Protection of Cruelty to AnimalsRTAResidential Tenancies Act 1997RDSRent Deduction ServiceSARSSupported Accommodation Rights ServiceSHASPSocial Housing Advocacy and Support ProgramSAAPSupported Accommodation Assistance ProgramTATobacco Act 1987TMTeam ManagerTRTenant Responsibility (charge)THMTransitional Housing ManagerVCATVictorian Civil and Administrative TribunalVICSERVPsychiatric Disability Service of VictoriaVHSVictorian Homelessness StrategyWIAWater Industry Act 1994Key responsibilitiesRole/TitleResponsibilityAsset ManagerManages housing with an integrated strategy recognising the life cycle relationships to maintain and improve the quality and viability of the property.Appeals Information OfficerProcesses appeals and makes recommendations on appeals to the Manager, Housing Appeals.Better Hearing AustraliaA booking service for provision of the deaf oral language – i.e. clients who rely on lip plaints Network memberPrimary point of contact between region and both the Complaints Management Unit (CMU) and the Department’s Complaints and Whistleblower Unit; also provides advice to regional staff on complaints management.Client Services Unit (CSU)Provides operational support to Housing ServicesPrepares draft Ministerial correspondence repliesWrites operational material (i.e.:Application Forms, Information Sheets and Handbooks)Manages the Interpreting and translating contracts.Director, Client Services and ProgramsResponsible for the administration of housing services to all Departmental clients. Delegated to make final decisions on complaints not resolved at the second level of the housing complaints process.Also makes the final decision on appeals made successful at tier two.Executive Director, Client Services and Programs (Director of Housing)Has statutory role as Director of Housing under the Housing Act. Makes final decisions on complaints not resolved at first two levels of the Housing Appeals and Complaints. Field Services Officer (FSO)Inspects properties on behalf of the Department and makes recommendations based on their suitability, for example, suitability for major modifications, extra bedrooms.Finance and Business Services (F and BS)The Departmental business unit responsible for supporting internal and external stakeholders through the provision of corporate support and direct client services, including financial and performance reporting, business support services and delivery of the Director of Housing’s Home Loan Programs.Freedom of Information UnitRefers to all Coordinators and Officers in Head Office and the Regions whose function is to coordinate process and make decisions on Freedom of Information applications to DHS.Good Practice Unit (GPU)Develops detailed procedures that reflect policy intentWrites policy and procedure manuals/guidelinesCo-ordinates state-wide policy and procedure changesProvides policy and procedure advice.Housing Appeals, Complaints Management and Home Finance Review OfficeConsiders appeals lodged by clients who are dissatisfied with decisions made in relation to a housing service.Housing Appeals Information OfficerLiaises and provides advice to clients, investigates individual appeals and prepares recommendations for the Appeals Manager.Housing ManagerExercises delegated authority in accordance with this manual and as outlined in the Departmental Delegations document.Housing Services Manager (HSM)Exercises delegated authority in accordance with this manual and as outlined in the Departmental Delegations document.Housing Services Officer (HSO)Applies policy and procedures as outlined in this manual in accordance with their delegated authority.Legal Services Provides legal advice, advocacy and assistance in preparation for VCAT hearings.Manager, Housing Complaints Administers the complaints processes and makes recommendations on complaints to the Director, Public Housing and Community Building, Director of Housing or other Directors as appropriate.Manager, Complaints Management UnitSenior complaints officer in the CMU within the Housing Complaints Management Unit.Manager, DHS Corporate Complaints UnitManages and coordinates complaints across all programs in DHS, including whistleblower complaints and other complaints referred by the Ombudsman and the Privacy Commissioner.Media Unit Liaises with members of the media when issues of public interest arise or are promoted/ advertised.Multilingual Telephone Interpreter Services (MTIS) Provides interpreters for Centrelink clients who are experiencing difficulties with Centrelink services. Bookings are made by the client through Centrelink regional offices.National Accreditation Authority for Translators and Interpreters (NAATI)A national standards body owned by the Commonwealth, State and Territory Governments that sets and maintains the standards of translation and interpreting at four accreditation levels.OmbudsmanA person appointed by the Commonwealth or State Government under the respective Ombudsman Acts, as an independent reviewer of administrative action (essentially, the Commonwealth Ombudsman investigates Commonwealth government matters, and the Victorian Ombudsman investigates Victorian government matters). An Ombudsman investigates complaints about administrative action, or may conduct an investigation on their own motion or upon reference from Parliament or the Governor in Council. The Ombudsman has no power to compel a department or authority investigated to take action in response to the report, but can make a special report to Parliament if there is no adequate response. ONCALLProvides written translations in the requested language for the Department. Policy Strategy and CommunicationsDevelops policy for Executive approval.Privacy Commissioner (Victoria)Appointed by the Governor in Council to administer the Information Privacy Act 2000 including the power to investigate complaints relating to privacy issues in the Victorian public sector. The Victorian Privacy Commissioner may refer complaints to the Federal Privacy Commissioner or the Ombudsman.Note that the Health Services Commissioner administers the Health Records Act 2001, with similar powers and functions to the Privacy Commissioner, in relation to personal health information (which includes disability information).Program and Service Adviser (PASA)The main point of liaison between The Departmental and people in the community housing sector or who are in receipt of or likely to require homelessness assistance.Property Services and Asset Management (PSAM)The Departmental business unit responsible for the provision of a range of property related services including managing property and maintenance contracts, property upgrades, major redevelopments, acquisition and compliance audits.Public Housing Client ServicesProvides information, material and operational support to Departmental staff in relation to service development and delivery, planning and budgets.Regional DirectorThe senior manager with responsibility for the administration of all DHS programs and services within a specified region.Regional Housing, Primary and Complex Care Manager (RHPCC) or equivalent positionWill undertake level two reviews of complaints not resolved to the satisfaction of the complainant at level one. This review may be undertaken by another equivalent manager at the region’s discretion.Strategy and Corporate FinanceDevelops policy for Executive Approval.Team ManagerExercises delegated authority in accordance with this chapter and as outlined in the Departmental Delegations document.Translating and Interpreting Service (TIS)TIS are a Commonwealth interpreting service provided by the Department of Immigration and Citizenship. Departmental staff use TIS only when VITS is unable to provide the required telephone interpreting service. Victorian Civil and Administrative Tribunal (VCAT) ChairpersonConsiders, reviews and makes determinations on applications made to the tribunal within the boundaries of the Residential Tenancy Act and the Housing ActVictorian Deaf Society Provides interpreting services in Australian Sign Language (Auslan) and Deaf Oral Language in all situations where deaf people use these sign languages.VITS Language Link (VITS) Provides on-site, telephone interpreters and a recorded information service, to assist Departmental staff in the delivery of housing services to clients of non-English speaking backgrounds.Revision historyThe following table shows the development of this manual.VersionAmend./ Section NumberPages FromEffectiveDetails1.0AllNov 2002First issue of the manual1.14.7.31-15Feb 2002Clarification of Appeals Tier-two independent review procedure1.2AllAug 2002First issue of Reference for OOH Tenants chapter1.3AllNov 2002First issue of the Release of Information chapter1.4AllNov 2003The ‘Housing Assistance Consumer Charter’ and ‘Housing Maintenance Service Standards Charter’ have been completely revised and combined into one document. Document re-issued as the ‘Public Housing Customer Service Charter’. 2.0All June 2004Complete re-issue of the manual to include one central table of contents.3.0AllSept 2005Re-issue of the manual to incorporate DHS publishing guidelines, including change of font to Verdana.3.02.7.519Sept 2005Requests for OOH statistical data should now be sent to Corporate Planning and Performance, Level 21/555 Collins St, not Budgets and Analysis.3.02.8.729Sept 2005Inclusion of privacy ‘Frequently asked questions - MPs, Correspondence and FOI’ document as an appendix3.03.5.17Sept 2005Inclusion of reference to DHS document ‘Language Services Policy’.3.03.9.49Sept 2005Clarification of policy to confirm that children or persons under 18 years must not be used as interpreters.3.03.13.9.5All9Sept 2005August 2006Inclusion of policy where clients refuse the use of an interpreter.Update to address details for Head Office business units.3.22.23October 2006Definition of tenant clarified to show distinction between tenant who has a tenancy agreement with the Director of Housing and a tenant in community managed housing.Definition of tenant in community managed housing added.Through-outApril 2007Added hyperlinks to OOH policy and procedures websites.Chapter 2Chapter 3Oct 2007Renamed Release of Information chapter to ‘Access to and disclosure of client information’Updated Access and disclosure of client information chapter to reflect new arrangements with Centrelink Income Confirmation eService.Updated Interpreters and Translating Chapter to reflect new contract arrangements. 3.3Chapter 2Nov 2007Renamed ‘Access to and Disclosure of Client Information’ chapter to ‘Privacy and Office of Housing Clients’.Clarified that client representatives can sign authority on behalf of Centrelink clients where legal documentation confirms they are permitted to. 4.0ThroughoutOctober 2008Included the provisions in the Victorian Charter of Human Rights.4.1Chapter 4November 2010Section 4.6.2 - Review of the Original Decision updated to include Team Manager as a delegate to overturn a decision as per HiiP functionality. 4.2Chapter 6 - AppendixJune 2011Details of consultant updated in Letter to Loss AdjusterNew revision history formatDateChapterSectionDetailsOctober 2012AllUpdates to Business Practice Manual as per new style guidesNew numbering to Chapters ................
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