Table of Contents



Supporting clients through COVID:Useful information for homelessness support workers in Melbourne’s westHuge thanks to Melbourne City Mission for collating much of the information contained in this information bulletin. New sections are highlighted in yellow.If you are aware of any inaccuracies in this information or are aware of any other useful information, please contact Sarah Langmore, Western Homelessness Networker: sarah@.au.Click on the headings below to go directly to that section (you may have to hold ‘control’ while clicking):Table of Contents TOC \o "1-2" \h \z \u COVID information PAGEREF _Toc49881222 \h 2Getting tested and isolation PAGEREF _Toc49881223 \h 3Managing masks and other PPE PAGEREF _Toc49881224 \h 4Western Homelessness Access Point arrangements PAGEREF _Toc49881225 \h 6Family violence PAGEREF _Toc49881226 \h 8Bond, Rent, Eviction and other Tenancy issues PAGEREF _Toc49881227 \h 11Financial assistance PAGEREF _Toc49881228 \h 14Assistance with Centrelink issues and managing robodebt PAGEREF _Toc49881229 \h 17Support to international students PAGEREF _Toc49881230 \h 19Emergency relief PAGEREF _Toc49881231 \h 20Accessing food PAGEREF _Toc49881232 \h 21Utility bills PAGEREF _Toc49881233 \h 23Budgeting and financial issues PAGEREF _Toc49881234 \h 25Internet and Telecommunications PAGEREF _Toc49881235 \h 27Accessing mental health assistance PAGEREF _Toc49881236 \h 30Health PAGEREF _Toc49881237 \h 33Certifying documents PAGEREF _Toc49881238 \h 35Assistance to read and write forms PAGEREF _Toc49881239 \h 35Other cost saving options PAGEREF _Toc49881240 \h 36Employment assistance PAGEREF _Toc49881241 \h 40Resources for children PAGEREF _Toc49881242 \h 42SHIP Updates PAGEREF _Toc49881243 \h 43Attachment 1: 5 ways to get mental health support without talking on the phone PAGEREF _Toc49881244 \h 44Attachment 2: Family Violence warning signs PAGEREF _Toc49881246 \h 46Attachment 3: List of Consuls PAGEREF _Toc49881251 \h 48COVID informationDHHS is the central agency managing COVID-19. The most up to date COVID-19 information is available at:? informationCoronavirus hotline: 1800 675 398 Health or health advice: National Coronavirus helpline – 1800 020 080?All questions about relief assistance packages – Vic Emergency Hotline – 1800 226 226?DHHS GuidelinesThe latest version of the Amended DHHS Homelessness Guidelines and Conditions of Funding can be found at: Guidelines include a template for positive COVID-19 notifications and guidelines for homelessness workers on use of PPE.Coronavirus (Covid-19) and your rightsConsumer Affairs Victoria has established a?COVID-19 page?providing information about a range of areas regulated by CAV including: housing, evictions, products and services, event cancellations and refunds -?and more.?'Easy read' resourcesThe Council for Intellectual Disability has produced three easy read documents to assist people with intellectual disability during COVID-19:?Staying safe from Coronavirus COVID-19Looking after your mental healthStaying at home during CoronavirusTranslated coronavirus resourcesTranslated resources are available in more than 55 languages at and at: download translated audio messages, please visit: Translations?is an online library, which enables health practitioners and those working with culturally and linguistically diverse communities to easily find free translated health information.?Access the database of translated coronavirus information.?Access translated resources as they are uploaded.SBS Multilingual Coronavirus PortalSBS is committed to informing all Australians about the latest coronavirus developments.?News and information about coronavirus (COVID-19) is available below in 63 languages.?Access the link via: updatesExpression Australia is providing?regular Auslan only video updates?accompanied by a English text summary.Getting tested and isolationDHHS testing sites and Coronavirus Hotline ph: 1800 675 398DHHS advice on getting tested can be found : and an interactive map of testing locations is available on the DHHS website: ().DHHS ‘Call to test’ serviceThe Call-to-Test service will provide access for people who cannot leave home due to injury, mobility or other eligible reasons.Access to the Call-to-Test service will be available to individuals who have coronavirus (COVID-19) symptoms and meet the following criteria:people with an injury, chronic health issue, or frailty affecting mobilitypeople with moderate to severe physical or psychosocial disabilitypeople with moderate to severe mental health or behavioural issues not otherwise classified as a psychosocial disabilitycarers for a person with moderate to severe disabilityYou will need to a General Practitioner (GP) referral for a coronavirus (COVID-19) test to access the service, unless you have been directed by DHHS to get a test, as well as demonstrate you are not able to access existing testing sites through family or community supports. The operator will discuss options available to you and support you through the process.Call the coronavirus (COVID-19) hotline on?1800 675 398? and select option 9 to find out if you are eligible for this service.St John’s Ambulance - transport to testing siteSt John’s provides transport for members of the community (particularly vulnerable populations) who are mildly symptomatic or asymptomatic (but other health concerns warrant testing) and do not have transport to access a testing facility.?The service is now operating seven days a week. Transportation will take place between 8:00am and 8:00pm.?Bookings can be made during these hours ph: (03) 8588 8500.St Vincent’s Mobile Fever Clinic - CBD (may be able to negotiate a visit to your area for broader testing of rooming houses, hotels etc). Contact Jen Cant ph: 0435 805 490 (Monday to Friday only) or mobilefeverclinic@.au On the weekends the MFC staff can be contacted directly ph: 0437 751 114, or you can contact the Nursing Team Leader ph: 0437 059 267.Hospital Fever clinicsIt may be useful to contact your local major public hospital fever clinic to see if they have a mobile fever clinic munity Health Service TestingSome local Community Health Services and local GP’s are doing testing. Cohealth has a number of testing sites – CollingwoodCall:?9448 5550Located in the car park at the rear of the centre. Enter via Easey Street.Book online: HotDoccohealth Laverton?Call: 9448 5547Book online: HotDoc cohealth West FootscrayCall:?9688 9588cohealth West MelbourneCall:?9448 5549Book online: HotDoc?IPC Health has testing sites at:Wyndham Vale: Drive through testing is available at IPC Health Wyndham Vale, 510 Ballan Road. Open Monday to Friday 9am – 4.30pm Deer Park: Drive through testing is available at IPC Health Deer Park, 106 Station Road. Open Monday to Friday 9am – 4.30pm(covid-19@.au or 9216 7758. Bookings: bookings/location/NNRTG)Process for notifying of a positive COVID caseThe DHHS Guidelines provide a checklist for making notifications of positive COVID-19 cases in hotels. See page 24: to CIRF (COVID Isolation Recovery Facility - CIRF)If you have a client who is COVID positive or waiting for test results and they are unable to self-isolate or need additional support whilst self-isolating, you can discuss with the Nurse Team Leader at St Vincent’s CIRF ph: 0437 059 267.Financial assistance for testing and isolation:The?Coronavirus (COVID-19) Worker support?payment?($450?for post-testing isolation and $1500 for self-isolation after a positive test) is for Victorians, including parents and guardians, needing to self-isolate due to coronavirus who do not have access to sick leave:Victorian workers can apply for a $450 Coronavirus (COVID-19) Test Isolation Payment that provides financial support while they self-isolate to wait for the results of a coronavirus (COVID-19) test.Apply now for the?$450 Coronavirus (COVID-19) Test?Isolation Payment?via the Department of Jobs, Precincts and Regions website.Read the FAQs and guidelines to find out if you are eligible for this payment and how to apply.For support to apply for the payment, you can call?1800 675 398?and select option 8.If you need an interpreter, call TIS National on?131 450.Visit?translated resources?for this information in languages other than English.Videos on getting tested in 9 languagesMerri Health asked community members who have been tested for COVID-19 to share their experiences on camera in common languages spoken in the community. You can find these experiences in Bangla, Urdu, Arabic, English, Farsi, Pashto, Italian, Turkish and Sinhala here . Managing masks and other ppeHow to safely wear a face covering by Dr Brett Sutton, Chief Health Officer: to get masks for services:DHHS information about wearing and ordering masks and other PPE can be found at: DHHS advises Community services can order masks and other PPE as follows:Providers who require Personal Protective Equipment (PPE) should email CSPPE@dhhs..au to make a request.All requests will be triaged by the Department of Health and Human Services (the department) with priority given to facilities, programs and carers where there has been a confirmed case of coronavirus (COVID-19).Demand for PPE is very high, therefore providers are encouraged to source PPE independently if they can, prior to requesting stock from the department. Requests can be made by residential care providers, Supported Residential Services providers, disability group homes, crisis and congregate residential homelessness services and other care settings. PPE should be used in line with advice to community services here: Community Controlled Organisations (ACCOs) should access PPE by emailing:Covid19PPErequest@dhhs..auWhere to get masks for individuals:Individuals may be able to access free masks through:A GPA pharmacyBy contacting Customer Service through their Local CouncilNatalie Suleyman MP’s office is delivering masks to vulnerable members of the community around St Albans:Ph: 9637 9925 or email: Natalie.suleyman@parliament..auFree courses from DHHS for community service workers and volunteersThe 'COVID Safe' and 'Personal Protective Equipment' short courses?will teach you how to use PPE correctly and stay safe from COVID-19.??Easily accessible and interactive, the courses build the capability of workers to manage infection control and correctly use masks and PPE.Each course takes about 20 minutes to complete and a certificate can be provided on completion.?? These courses have been developed by DHHS?with support from?Anglicare Victoria.Western Homelessness Access Point arrangementsUnisonBelow are the posters displayed at the front of Unison services. Unison also displayed this poster in Arabic. Unison is moving towards some face to face service provision. ?Unison is promoting contact by the free phone number – 1800 825 955 – with all calls from our catchment (as well as all calls to our Seddon and Werribee service numbers) being diverted to mobile phones issued to each worker. The location of nearest public phone (to our service) is displayed on this poster, from which people can make a free phone call to our service.?Unison can also be contacted by email:iap@.auiapwerribee@,.au Salvation Army Western Metro Homelessness ServiceIA&P: Main phone line: 9312 5424 Please forward any referral to the office email sunshine.IAP@.au. Preferred and encouraged IAP and PRAP contact is via phone or email This will be the best contact for the office and will be manned daily. We are expecting a large volume of calls, and at times the lines will be busy, so please advise your clients to keep trying to call.If clients present (while workers able to still be at the office) a response will be provided. The front doors are monitored. Notifications have been posted on our doors advising those needing help to contact our office directly however free homelessness number also advertised. The service is still able to provide appointments for rent in advance, rent arrears, general housing information and crisis accommodation but has temporarily ceased assisting with VHR applications. Information will be provided on how to access an application if there is no register of interest lodged. Salvation Army PRAP: When client presenting to the Access Point an assessment is completed by the IAPVerbal/written consent obtained from IAPPlacement on the PWL for PRAP supportPRAP advertised vacancies?IAP calla client for a housing updateIAP to update initial assessmentSigned referral is sent to PRAP Manager via emailReferrals coming from Real Estate Agents, DHHS and other external organisations go directly to PRAP Manager Marisol. Marisol is always available to answer any questions regarding PRAP. Marisol is available on 9311 3572.Family violenceCurfew and family violenceEven during stage 4, even during the curfew hours of 8pm-5am you can leave your house to escape family violence. You will not be fined. If you’re in immediate danger call 000.Safe StepsSafe Steps is operating as usual – we are here 24/7 to answer phone calls, provide information, undertake risk assessments, safety planning and provide emergency accommodation to keep women, children and young people safe from family violence.? You can also webchat .au/chat Monday through Friday, 9am to 9pm.The safe steps Crisis Response Team has adapted practice and is including the impacts of COVID-19 in all family violence risk assessments and responses. ?This will help ensure we can provide a safe, responsible and appropriate response for all victim-survivors who require any assistance.?Updated website: A new page on family violence safety planning during the COVD-19 pandemic has been added to the safe steps website:? HYPERLINK "" concern for safe steps has been a significant reduction in calls to the crisis line since COVID-19 and restrictions associated with social isolation.? We recognise this is due to the added dangers for women to seek help while at home with the perpetrator and expect that calls to the service will increase dramatically in coming weeks with more referrals from police, other services and/or family and friends. Safe Steps urges you as a key stakeholders to make every effort to assess the needs of families, women, children and older people who may be experiencing family violence but not able to reach out for help. The added vigilance of all services, family members, friends and others will be critical in assisting victims to seek and get the safety they need.Women’s Health WestPh: (03) 9689 9588Website: Women’s Health West provides a range of support services for women and children experiencing family violence in Melbourne’s west. Most staff, including all case managers are working from home. The First Response Team have remained at the office responding to police calls, telephone inquiries and drop ins. The Team is reducing face to face as much as possible. The Family Violence Packages and RAMPs are operating as usual.Western Integrated Family Violence ServicesSee the Western Integrated?Family Violence?Committee?website?for the most current information on responding to family violence.?1800RESPECT: Confidential information, counselling and support1800RESPECT will continue to operate as per usual during the COVID-19 health emergency. We are open 24 hours to support people impacted by sexual assault, domestic or family violence and abuse. Call?1800 737 732NRS:1800 555 677??Interpreter:13 14 50InTouchInTouch is a state-wide specialist family violence service that works with women from migrant and refugee backgrounds, their families and their communities in Victoria. They provide case management to women, training, conduct research, and run community-based projects in order to address the issue of family violence in the community. ( or 1800 755 988)To refer?eligible clients?to inTouch for specialist?inLanguage, inCulture?family violence co-case management services, you can complete the online?Client Referral Form.To request a specialist secondary consultation from an inTouch family violence case manager, you can complete the online?Cultural Secondary Consultation Form.Digital safetyThe Women’s Emergency Services Network (WESNET) provides updates on use of the COVID-19 tracker for women experiencing family violence here: ??Telstra have a program called Safe Connections, which provide a 90 day ID exemption for activating sim cards for clients experiencing family violence.?They just need the clients,?name, DOB and supporting agency details.For safety purposes they will sometimes put an unknown initial in the name so that when the client eventually provides ID they are identified as FV and will not be questioned in store or over phone. The service is disconnected at 90 days (not 30 like it says in the info sheet), if they don't provide ID.? and support services for victims of financial abuse1800RESPECT’s?online chat function, phone line and toolkit for those seeking advice about domestic violenceFree financial counselling from the?National Debt HelplineState referral services,?including Victoria’s WIRE?Detailed advice on financial abuse?from the government’s official MoneySmart website.Family Violence e training:You can access family violence training online at: Attachment 2: Family Violence warning signs.MARAM training and MARAM tools in SHIPMARAM Brief and Intermediate Assessment training dates have been announced and can be registered at this website - 1 is necessary in order to use the MARAM tools in SHIP. On 31st August 2020, the MARAM tools were introduced into SHIP.? You can access Guidelines and FAQ documents about the MARAM tools in SHIP in the “MARAM Tools in SHIP” folder at this link - 49149001838960[Grab your reader’s attention with a great quote from the document or use this space to emphasize a key point. To place this text box anywhere on the page, just drag it.]00[Grab your reader’s attention with a great quote from the document or use this space to emphasize a key point. To place this text box anywhere on the page, just drag it.]Bond, Rent, Eviction and other Tenancy issuesThe Victorian Government will extend a ban on evictions and rental increases until the end of the year, increase assistance and ensure tenant turnover is taken into account in rental negotiations – giving tenants certainty and security they won’t lose their home or workplace during the pandemic.Under the extension, evictions will continue to be banned for both residential and commercial tenancies until December 31, except in specific circumstances. Rental increases continue to be banned for the same period.Rent reliefIf you are experiencing rental hardship due to coronavirus (COVID-19), you may be eligible for assistance.The rent relief grant program has been extended to 31 December 2020. Grants have increased to $3000 for new recipients. Those who already received up to $2000 towards their rent may be eligible to receive an additional $1000. Find out more: relief grants for Victorians experiencing rental hardship, as a result of the coronavirus (COVID-19) pandemic, provide a one-off grant to help Victorian renters maintain safe, secure and stable accommodation. The $80 million rental assistance fund provides rent relief payments of up to $3,000 to Victorians experiencing rental hardship due to the coronavirus (COVID-19) pandemic.Read more about the grants and eligibility ( bottom section of the page).Click here for an easy to read guide to rent relief: Victorian Government COVID-19 Rental Relief Grant (the grant) is a payment of up to $2000 available to Victorian tenants who have lost income as a result of the COVID-19 health emergency and who are experiencing rental hardship by paying more than 30% of their income in rent. The grant provides direct financial support to renters by making a contribution towards the cost of their rent directly to their landlord on their behalf. The payment is based on the rent the tenant is liable to pay after negotiating a rent reduction with their landlord. Multiple single applicants in one tenancy, where they are each listed on the tenancy agreement, are eligible for one grant each. A couple is eligible for only one grant. Eligible applicants can receive a maximum payment of $2,000 where they are paying more than 30% of their income in rent, and this requires more than $77 per week to reduce their rent to below 30% of income. The $2,000 maximum grant may not fully address rental stress over six months for all eligible applicants, depending on their income and the rent they pay. For those requiring less than $77 per week to be out of rental stress, the grant will provide a pro-rata amount to avoid rental stress for 6 months.The grant was announced by the Victorian Government on 15 April 2020 as part of a broader package to support renters and landlords during the COVID-19 pandemic. The announcement included a temporary ban on evictions except in some circumstances, a temporary freeze on rents, land tax relief for landlords and the rental relief grant. You can access the media release here: grant is?paid directly to a tenant’s agent, lessor or landlord to contribute to tenant rental payments.?Entry points and PRAP programs can refer people?in rent arrears due to job losses to CAV for further information about how to access the rent relief scheme and to the DHHS website for direct applications. Initial information can be found on the CAV website: DHHS site: ? Changes to Bond loan arrangementsThe Department of Health and Human Services has produced new bond loan processes for the COVID-19 period: moratoriumThe evictions moratorium has a set of exceptions that include:?violence, damage, use of the property for criminal activity, and wilful non payment of rent, as well as landlord needing to move back in, or do major repairs.The legislation will apply to all evictions and RTA proceedings from 29 March 2020. We are seeking clarity on the implications for notices to vacate?and orders of possession issued prior to 29 March.The announcement also includes a freeze on rent increases for 6 months from 29 March 2020 (through to 26 Sep).The Victorian Government has announced: A BAN on landlords evicting tenants in acute financial distress.PROHIBITING rent increases for six months.FINANCIAL assistance for Victorians struggling to pay the rent.GENEROUS incentives for many private landlords to reduce the rent.Victoria’s COVID-19 Omnibus (Emergency Measures) Bill 2020 was passed on 23 April 2020. The Bill makes provision for increased support for tenants and landlords. Landlords would be applying under Section 549 of this legislation, which is seeking a 'termination' instead of issuing a Notice to Vacate.VCAT has to take into account a range of circumstances when considering when to terminate a tenancy agreement, given the current societal situation. Things like the potential impact on the landlord or owner, the tenant, neighbourhood or co-tenants. Situations where a termination could be sought include:Malicious damageDangerIllegal use of premises (drug trafficking, production or cultivation)Illegal sublettingSale of premisesPremises deemed unfit for habitationLandlord or immediate family wishing to move into premisesProperty to be acquired for public purposeTenant obtains pet after VCAT has previously ruled they are not allowed (new RTA legislation)And the big one; Wilful non-payment of rentThe language around this is quite specific and makes allowances for the inability of tenants to pay rent due to Covid-19 related issues, such as loss of or reduction in employment.The legislation specifically states the reason as being:That the tenant has failed to comply with the tenant’s obligations under the tenancy agreement or the (Residential Tenancies) Act, including by not paying rent, in circumstances with the tenant could comply with the obligations without suffering severe hardship.In most, if not all cases, in line with instruction not to evict unnecessarily, if the matter proceeds to VCAT for non payment of rent and can be proven, VCAT is going to order a repayment plan instead of possession order.It is important for tenants to engage in conversations with their real estates around not being able to pay rent, as VCAT may also order that a Dispute Resolution process be undertaken (there has been a formal service set up for this purpose).Also that tenants that are able to continue paying rent without being able to prove financial hardship and choose not to are putting themselves at risk of being taken to VCAT under this specific legislation.More detail about?the evictions moratorium?and rental relief scheme is at: and at: a leaseThe new rules will allow tenants to break a lease early if they are in financial hardship without paying early termination fees.Tenants Victoria has provided new?information about ?Rights of entry?for?private inspections?on their website: HYPERLINK "" \t "_blank" can allow?one?person to enter your home for this reason,?not two or more.?the landlord, or agent,?cannot ask you to leave?your home just so they can enter it with a prospective buyer or renter.?Full information concerning impacts of COVID 19 on tenancies ?can be found on the Tenants Victoria website: more information about?evictions/illegal evictions?is on the COVID-19 page: Connect resources for rentersJustice Connect's?resources to support Victorian renters during COVID-19 have been updated to reflect the new processes for negotiating rent reductions with landlords.These are useful self-help tools for people who need to know:What to do if they fall behind on rentWhat to do if they can no longer afford their rent?How to access financial assistanceWhere to go for legal assistanceVisit the resource?pageVCAT arrangements: Stage 4 RestrictionsAll Victorian courts and tribunals, including VCAT,?are “Permitted Work Premises” for the purposes of the new business and industry Stage 4 restrictions, and able to remain on-site to hear urgent and priority matters.??All VCAT hearings are conducted remotely via teleconference or online platform.?Matters which are currently listed over the next six weeks will continue to be heard.???VCAT will notify parties if there is any change to their matter. Unless you are notified, you should assume that your matter is proceeding according to any notices or information that you have previously been given – there is no need to contact VCAT to check on your matter.?Financial assistanceSee also Financial Assistance for Testing and Isolation, p.4.Extreme Hardship Support ProgramThe Extreme Hardship Support Program can provide financial assistance, information and referrals to people living in Victoria who are experiencing significant hardship as a result of the coronavirus (COVID-19) and who are unable to access other forms of Victorian Government and Commonwealth Government income support. The program may support temporary and provisional visa holders and undocumented migrants with little or no income, savings or community rmation to be aware of for community members in need of assistanceRed Cross, Brotherhood of St Laurence and the Department of Health and Human Services have implemented the Extreme Hardship Support Program to provide emergency financial assistance to people who are unable to access income support.?To be eligible for this program a person must:live in Victoria, andbe unable to access Commonwealth income support (such as JobKeeper or JobSeeker) or the Victorian International Student Emergency Relief Fund (), andhave zero or very limited income, savings or community supportbe a temporary or provisional visa holder, or an undocumented migrant.To apply for emergency financial assistance go to: ? *?? Applicants will need their passport and bank statements showing transactions for the last three months.? *?? The website has information in simplified Chinese, Farsi, Malay, Nepalese, Spanish, Tamil, Urdu and Vietnamese? *?? To assist you in promoting this program, further information is at the Red Cross website.?FAQs and a fact sheet for community organisations are available on the DHHS coronavirus website: emergency financial assistance complements other Victorian Government hardship supports available to all people living in Victoria, including the $1500 worker support paymentthe $450 test isolation payment, and the rent relief grant: interest loans schemeSmall amount, no-interest loans are available to all eligible Victorians through Good Money community finance outlets in Morwell, Geelong, Collingwood and Dandenong and a network of 77 local community organisations across Victoria.?The No Interest Loans Scheme (NILS) provides individuals and families on low incomes with access to safe, fair and affordable credit.Loans are available for essential goods and services such as fridges, washing machines, car repairs and medical procedures for up to $1,500, repayable over 12 to 18 months.Find out more at the?Good Money website?or the?NILS websiteIn response to the coronavirus (COVID-19) pandemic, No-interest Household Relief Loans of up to $3000 are also now available to support low-income households with the costs of rent and utilities, repayable over 24 months.?Find out more at the?Household Relief websiteClaiming Centrelink during COVID-19Navigating Centrelink can be confusing at the best of times. Economic Justice Australia has produced a?fact sheet?with specific information on how to claim a Centrelink payment during COVID-19.?See it here.Please be aware that Centrelink payments increased on 20th March 2020 for rent assistance and general payments, energy supplement rates stayed the same, next increase is 20th September 2020. It is helpful to be aware of this slight increase in payments for clients looking for private rental in particular and recalculate their 55% threshold for RIA and bond assistance as it may increase slightly the price range they can consider for renting.Whilst also discussing Centrelink, if the client is in financial hardship can they apply for an advance payment without putting themselves in more financial strain? This obvious will reduce the price range that the client can look for private rental as they have less income after deductions. Are they eligible for a crisis payment or immediate/urgent payment option? typeEligibilityAmountEffective DateCoronavirus Supplement?Receiving one of the payments below:Austudy?for studentsABSTUDY for studentsYouth Allowance for studentsJobSeeker Payment (formerly NewStart)Youth Allowance for job seekersParenting PaymentFarm Household AllowanceSpecial Benefit$550 per fortnight until 24th September and $250/fortnight from 25th September27 Apr 2020 for 6 monthsEconomic Support PaymentReceiving an eligible payment* Centrelink payment. Must be residing in Australia$750 one off paymentpaid from 31 Mar 2020 – with most getting it by 17 Apr 2020Economic Support – Second PaymentFor people NOT receiving the coronavirus supplement, they will receive the second $750 Economic Support Payment in July if they are getting an eligible payment or have an eligible concession card on 10 July 2020.$750 one off paymentPaid from 13 Jul 2020Crisis PaymentThose who need to self-isolate and are in severe financial hardship. May also be able to get an income support payment. The amount depends on how much income support you receive???Information for people who have lost their job:The Victorian Government has provided a range of resources and links to information about financial assistance for people who have lost their jobs during the pandemic: eligibility for paymentsCentrelink has temporarily expanded eligibility for JobSeeker Payment and Youth Allowance for job seekers who are:a permanent employee who has been stood down or lost their joba sole trader, self-employed, a casual or contract worker whose income has reducedcaring for someone affected by coronavirus.Note: You can’t access employer entitlements (annual or sick leave) at the same time as getting Centrelink benefits such as JobSeeker Payment or Youth Allowance for job seekers.COVID-19 and temporary visa holdersIssued 4th April about: Visitor visa holders, International students, New Zealanders on 444 visas, Temporary Skilled visa holders, Working holiday makers supporting critical sectorsTemporary Activity (sc 408) visa The Australian Government Endorsed Event (AGEE) stream (COVID-19 Pandemic event) of the Temporary Activity (sc 408) visa is being utilised as a temporary measure to provide a visa option for those working in critical sectors or who are unable to depart Australia. The COVID-19 Pandemic event visa is available to people who are:are unable to depart Australia due to COVID-19have 28 days or less remaining on their current visa or where their last temporary visa has expired less than 28 days agoare not eligible for any other visa based on their intended activities orhave evidence from their employer that they have ongoing work in a critical sector and that an Australian Citizen or Permanent Resident cannot fill the position. Who can apply: Working holiday makers working in critical sectors who are not eligible for any other visa and are unable to return to their home country. Seasonal Worker Programme visa holders with visas due to expire within 28 days.Other temporary visa holders whose visas are about to expire, have no other visa options, are unable to return to their home country and who are working in critical sectors. Evidence of this work needs to be submitted with the application.Other temporary visa holders may apply for the COVID-19 Pandemic event visa only where there is no other visa option and it is not possible to leave Australia due to the COVID-19 pandemic. This will allow them to remain lawfully in Australia until it is safe and practical to return to their home country. Length of StayIf you are employed in a critical sector such as agriculture, food processing, health care, aged care, disability care, and childcare you may be granted a visa that allows you to stay for up to 12 months. If you have been in Australia under the Seasonal Worker Program or Pacific Labour Scheme and are continuing your work in agriculture or another critical sector you may be granted a visa allowing you to stay for up to 12 months. If you are not working in a critical sector, you may be granted a visa that allows you to stay for up to six months to ensure you remain lawful while you are unable to travel home from Australia. with Centrelink issues and managing robodebtSocial Security Rights Victoria – Legal centre specialising in Social Security Law Social Security Rights Victoria (SSRV) is an independent, statewide community legal centre that specialises in social security related law, policy and administration. SSRV will continue to offer legal information, advice, casework and representation services in relation to Centrelink matters and financial counselling services to vulnerable Victorians, and those who support them, during the Coronavirus (COVID- 19) pandemic. Services will be provided primarily by telephone, with new numbers and arrangements in place. Existing clients, partners and stakeholders may be able to communicate with SSRV staff via email and video conferencing. Demand for legal help could mean that callers will not be able to get straight through to SSRV advisors. Calls will be returned as quickly as possible. The call display will indicate a blocked or private number. General Advice Line – T: 0419 793 652 Rural Callers - 1800 094 164 SSRV’s telephone advice line for the general public will extend operating hours to 9.30am-12.30pm Monday to Thursday. The General Advice Line service provides free and independent advice to callers in relation to rights, obligations and options when Centrelink has made a decision they disagree with. Worker Help Line – T: 0429 450 346 The Worker Help Line will continue to operate between 9.00am-5.00pm, Monday to Thursday. This is a free information and secondary consultation service for social, community, disability and health workers (including financial counsellors and community lawyers) who are assisting clients in relation to Centrelink matters. Managing RobodebtSince the Federal Government’s announcement about repaying Robodebts, there have been a number of articles and discussions about ‘what now’, including the following, collated by Financial Counsellors:1. Gordon Legal – there is an very good FAQ 13 minute interview with Peter Gordon, James Naughton and Jon Faine (previously ABC radio) on the robodebt scheme, the class action, the government’s response, what happens from here and why people should stay in the class action: ?. Guardian – nothing’s guaranteed for the future HYPERLINK "" . Canberra’s times – what do I do now HYPERLINK "" . Not my Debt is a grassroots Facebook Page that’s been going for a long time and here are some important things they put on their page: Not My Debt - fighting Centrelink robodebtPeople have a lot of questions about the robodebt refund that has been announced. Financial Counsellors in Melbourne’s north and west have provided the following information:? We recommend that everyone with a robodebt make a full set of up to date Money You Owe screenshots — preferably via the Express Plus mobile app.? This doesn't change the Class Action, which is additionally pursuing compensation. If you have questions about the Class Action you need to talk to?Gordon Legal.? It doesn't matter if it's with a debt collector. That's Centrelink's problem; averaging robodebts are unlawful and you are owed a full refund from them regardless of the method of collection.? If you never provided any payslips or other income documents, and your 'debt' was calculated from ATO averaging: as far as we can tell, unless they pull something very slippery, you're eligible for the repayment.? If you did provide payslips or other income documents, as far as we can tell… you may be eligible for the repayment.This is the tricky one, because we don't have details yet. The Minister's statement specified “debts raised wholly or partly using income averaging" — that "partly" points to robodebts that have been recalculated using your documents, but which still have traces of averaging in the calculations. We don't know how they're defining that, or where the cut off will be. We do know they're bastards, so we will be shocked if some people aren't excluded.? If you have provided payslips or other documents and want to figure out if your robodebt contains averaging, then you will need the debt calculation instrument — that's the ADEX or Multical. Some people may already have this from fighting their robodebt, others may still need to ask for it, so we're going to post an updated Freedom of Information request template soon.? For those who provided payslips or other documents and now no longer have averaging debts, whole or partial?You are at the forefront of our minds. You still have robodebts, and they are not forgotten.5. Finally - It has been suggested to people to take copies/screenshots of debts in case it goes off the systemSupport to international studentsAssistance to people with no incomeThe Homelessness Guidelines and Conditions of funding clearly state that people should not be excluded from services because of a lack of income/residency. New relief package for international studentsInternational students will receive a relief payment of up to $1,100 as part of a Victorian Government emergency support package. The fund will provide a one-off payment to students in need while expanding emergency provisions for those experiencing exceptional circumstances.The payments, which will require co-contributions from university hardship funds, build on existing Victorian Government support provided to international students through the Study Melbourne Student Centre such as free legal aid and mental health services.More than 150,000 international students currently living in Victoria are also eligible for the Victorian Government’s rent relief program, including subsidies of up to $2,000, and those legally allowed to work in Victoria are eligible for the Working for Victoria initiative, which helps people who have lost their jobs to find new employment.For?more information about the relief fund and other?dedicated?support,?go to?studymelbourne..au.City of Melbourne support for international studentsThe City of Melbourne will invest $200,000 in retail vouchers to support international students impacted by COVID-19 and boost trade at the Queen Victoria Market. The ‘Our Shout’ retail voucher program will support international students affected by job losses and housing insecurity with access to vouchers worth up to $200 each to spend at Queen Victoria Market. services for International Students :?.auGeneral information for international students in Melbourne: the free interpreter service call?131 450Student / Working Holiday / Tourist / Spouse or Partner VisaPeople in Australia on a Student Visa, who are in need of assistance, can be directed to contact Study Melbourne; and encouraged to contact their University or educational institution for support. Additionally, they should contact their consulate or embassy for support. in Australia on Working Holiday Visa, who are in need of assistance, can be directed to contact their Embassy or consulate for support.See Attachment 3 for a list of consuls.Emergency reliefDHHS has provided a wonderful resource of all the emergency relief available in the West. This information is updated weekly and can be found at: , listed on the COVID-19 Information & Resources page, then click on the heading towards the bottom of the page: Western Homelessness Network: Changes in emergency relief.Local Councils can also usually direct people to emergency relief that is locally available. Call the Local Council Customer Service. Melton City Council: Emergency reliefMelton City Council has established three Connector Hubs across our City—in Kurunjang, Aintree and Caroline Springs—to help residents understand the types of support available to them, offer guidance on how to access services, and help everyone stay healthy and informed.The hubs help residents to access food relief and care packages, financial or mental health counselling, job readiness programs, and social connection and online learning activities.Residents can access Connector Hubs by appointment only. They can call their local hub via the contact information below to set up a time to talk to someone.Kurunjang Community Hub33 Mowbray Crescent, KurunjangP: 9747 7339Timbertop Community Centre, Aintree1 Timber Top Parade, AintreeP: 9747 5761Stevenson House, Caroline Springs10 Stevenson Crescent, Caroline SpringsP: 9747 7272 Accessing foodGovernment arranged food assistanceEmergency Relief PackageAn emergency relief package contains essential food and personal care items for vulnerable Victorians who are needing to quarantine or isolate due to coronavirus (COVID-19).Delivery of a free emergency relief package can be arranged for people who are unable to access food themselves or do not have support available to them.Learn more about who is eligible for the emergency relief package and other support available for accessing food.DHHS has provided the following information: Government has been working with large retailers to establish priority service/assistance mechanisms to ensure vulnerable people and community services have the items they need. If services have concerns regarding the supply chain of essential items, they should register with the retailer as a priority service. While some of the links read like they are targeted to individuals, the department is assured that service providers should also register through this process. Links below:Woolworths–? –? –? -? Reject Shop is still open for business and is an alternative to the major supermarket chains for food and other groceries that clients or yourselves might be having difficulty buying. Obviously, there is no guarantee that people will find all they need here but it widens people’s search for needed items.The Reject Shop sells items like shampoo, toothpaste, simmer sauces, microwave rice, chocolate, coffee, tea, bathroom items, laundry powder, tissues, paper towel and toilet paper. The Reject Shop is open shorter hours than their standard hours, but still good length of operating hours. “To ensure vulnerable customers in the community have access to delivery services at this time, we will be providing a Priority Assistance service with dedicated delivery windows. Eligible customers include seniors, people with a disability and those with compromised immunity or who are required to self isolate. To register for Priority Assistance please log in, complete the form and include any supporting documentation to help our teams assess your request. Our team will review your request and contact you within 48 hours to confirm your request status.”You can apply to receive Priority Assistance by completing the form?here.( )Woolworths also provides:Community pick up, which allows you to pick up groceries for yourself or on behalf of someone else (contactless pick up of online orders; orContactless deliveries to your homeWoolworths has created a?Woolworths Kindness Card?- it has $50 Woolworths credit loaded and Woolworths will be giving these to defence forces and charity organisations to hand out to communities in need so that they can access everyday essentials. The credit can be redeemed online for specific products which means vulnerable community members can order pantry staples and fresh produce without having to leave their home.Coles Update:?Lend a helping hand to those most in needCarers, family and neighbours will be able to collect Click&Collect shopping orders in-store for customers who have used the Coles Online Priority Service (COPS)*. Carers, family and neighbours simply need to show the Click&Collect order confirmation when collecting the shopping from the in-store Click&Collect concierge service.??*only at stores where Click&Collect concierge is available.??Home delivery with Coles Online Priority Service (COPS)?We've created COPS for our most vulnerable customers and we're rolling it out as quickly as we can. This will mean that customers who can't shop in-store can have groceries delivered to their home.?Local GovernmentYou can also contact the Customer Service area at each Local Council to find out whether they have access to emergency relief packages.Utility billsUtility Relief Grant (URG) If your client cannot pay utility bills, please visit: to manage energy billsGet your energy bills back under control: Join an Energy Simplified webinar to get 4 simple steps to save on electricity and gas bills. Register at .au The Energy Simplified Program is supported by the Victorian Government.If you or someone you know is struggling to pay the bills this winter, a financial counsellor may be able to help. A warm safe home is the right of every Victorian, learn more at .au or call 1800 007 007.Victorian Government's $50 Power Saving Bonus paymentAssist/encourage clients to claim the Victorian Government's $50 Power Saving Bonus payment, which is available until 30 June 2020 - this is a simple activity once completed clients will receive a $50 cheque in the mail. Claiming this bonus doesn’t require the client to change providers to receive the $50 cheque.To claim the bonus follow the website prompts until you get to the Compare Offers screen, where you will see a button to submit your Power Saving Bonus request. need a copy of their electricity bill (PDF) – this can be obtained from their Energy Companies website. You can manually enter the required information like NMI if the client has a paper bill, but an electronic bill is a faster method as it prefills the required information. If the pdf fails to load, try to upload again and if that fails try to use another electricity bill from the same address. If you are submitting a claim for clients using your email address, note each claim must have a different email address.Statement from the Energy and Water Ombudsman of Victoria:A media release on the 1st?of April 2020, from the Minister for Energy, Environment and Climate Change Lily D’Ambrosio, advised “No household can be disconnected if they are struggling to pay their bills, provided they’ve contacted their energy company – so it’s vital people know their rights, reach out to their retailer and work out a plan”. You can read Minister D’Ambrosio’s release?here. ?The Essential Services Commission and Government are focusing on the payment difficulty framework (energy) and hardship policies (water) as well as family violence obligations, to ensure retailers are delivering consistent support to their customers.? Due to the nature of the current situation there may be further changes in this space.We encourage you to contact us if a client is having issues with their energy or water retailer so that you can focus on other issues they may be experiencing. We have initiated two changes in the way we will work with you at this time:?Authority to ActEWOV will not require a signed Authority to Act (ATA) when you lodge a case.? If we refer the case to a designated department at the retailer or water company, no ATA is required from EWOV, however the retailer or company may require this if it hasn’t already been provided. If a case is escalated to an investigation EWOV will require an ATA for your agency to act on behalf of your client.??In line with the COVID-19 restrictions, and the likelihood that you are managing the majority of cases by telephone or online, we are able to take a verbal ATA from a client.?Priority phone line accessOur contact details remain the same – and we can now also confirm?we have a priority line for agencies working with clients for direct access.Agency Priority Line 03 8672 4477? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?? ?(Monday-Friday 8.30am-5pm)Telephone 1800 500 509? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ??(Monday-Friday 8.30am-5pm)Webchat?.au? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ????(Monday-Friday 8.30am-4.30pm)Webform?EWOV online complaint form? ? ? ? ? ? ? ? ? ? ?Available 24hrs, response usually within one business dayGiven the changing landscape, EWOV continues to be in regular contact with the Essential Services Commission and the?Department of Environment, Land, Water and Planning (Energy division), providing weekly updates on any emerging trends or issues.?If you are aware of a new issue or trend in the community, regarding energy or water and feel we should know about,?you can contact Ruth Harley, Senior Community Outreach and Engagement Officer via email?ruth.harley@.auor on 8672 4280.??Utility bills: GeneralIf client has utility bills in their name, do they have a health care card (HCC)? If so, is their HCC on their bills, if not they call utility provider and provide HCC and ask for backdating up to 12 months from date HCC is issued. Water and electricity are annual/yearly concessions; gas concession is a winter concession.If the client has lost their job or had reduced hours of work, then it may be worth exploring if they are now eligible for HCC if they previously earned too much money.Is the client moving now or soon into THM, private rental or public housing?Please encourage the client to ask for monthly billing for electricity at least initially then change it to quarterly if that is the client’s preference so that they can have at least one electricity bill to access the $50 energy saver bonus due to end on 30 June 2020, bill must be in their name to apply. and financial issues are plenty of budget calculators online, but moneysmart calculator is fantastic as it has categories, you can put in expenses by different frequency of payment i.e. yearly, monthly, fortnightly, weekly and decide what frequency you want to see the overall outcome of income versus expenses. Now some people may look at the balance sheet of income versus expenses seen as a fortnightly amount for example and say that they don’t pay for their school fees every fortnight. That’s ok, it is simply calculating all expenses across the year and seeing if the person has enough income to meet the expenses or are they living beyond their financial means or have potential savings every fortnight to paydown their Office of Housing debt, debt collector debts or other debts or saving towards other expenses. It also generates a piece chart so the client can see what category of expenses they are spending the most on. This website is a great tool for articles on saving, buying first home, loans and debts as well as other calculators.If your client loves buying books, consider can they access the book online as a eBook through their library membership? If the client needs books or DVDs this website is a great comparison tool for finding the cheapest retailer inclusive of postage and converted to AUD as it do include international booksellers. This is a great resource for adults and children studying too to see if they can get their textbooks cheaper than university or school supplier of their textbooks.Buying whitegoods, car repairs and some other expensesCan the client access No Interest Loan Scheme (NILS) or Step Up Loan? or websites explain what the loans can be used for and allow for a search of local provider.Can the client source the item for low cost or free through .au, Facebook marketplace or other source? Obviously having smaller items sent through the Post if possible is preferably due to social distancing rules in place at the moment. School educational costsChildren’s Resource Program BrokerageThe Children’s Resource Program incorporates a Children's Brokerage Program that can be accessed by workers in the homelessness sector on behalf of their clients. Email:?halime@.au for an application form. Each section of the form must be completed otherwise it could be delayed or rejected. The information is to be on behalf of the child/ren and advocating how the funds will assist and support their specific needs. To assist with the application below are the objectives for the brokerage program:?Engage and maintain in education (including early education services such as childcare and kindergarten).?Reduce social isolation by enhancing access to a range of support, social and recreational opportunities within their community.?Provide social and emotional growth opportunities for children and provide opportunities to increase relational bonds between parents/carers and children.?The Children’s Brokerage Program also aims to provide further encouragement to homelessness support providers to integrate child focused assessment and case planning into their work practice.?State Schools Relief GrantThe State Schools Relief Grant is available through the school for eligible parents in state schools, the parent/s needs to advise the school principal or welfare officer of their financial difficulties to pay for the school camp, school excursion, school shoes/uniforms etc as this funding has been set up to make sure children don’t miss out on school experiences or essentials due to parents’ or caregivers’ current financial difficulties school costs guideThe aim of this guide is to help inform families about the different costs of education and assist them to manage these. The Guide includes information about a range of financial assistance schemes. difficulty related to banksBank are required to have financial hardship policies in place to assist customers who fall into financial hardship. Encourage your client to reach out to the bank via phone, in branch, via online banking or email to discuss their current financial situation and see what options are available to them under financial hardship if they meet the bank’s criteria.Financial hardship with utilities and telecommunicationsLike the banks, these companies are required to have hardship policies and provision in place. Smaller utility companies may only have a credit department and may not relate to people losing their employment or having reduced employment income and financial hardship as they have a credit focus. Get the client to ask for a payment plan or request utility relief grant if that is a suitable option, some utility providers might act like a gatekeeper before sending out the DHHS form and ask how the client meets the criteria. In this occurs get the client to say that they have had a recent decrease in income, for example, lost job; had high unexpected costs for essential items; or spend more than 30% of your household income on housing. I understand for THM clients they don’t fit the last criteria on housing.Saving money on petrol Use this website or app by Petrol Spy: The app is available from Apple Store or Google Play. You can search area close to where you live or the other side of the state if you are planning a trip and you can look for LPG or other petrol prices other than unleaded. It includes nearest fuel station finder for Caltex, Costco, Coles Express, Woolworths, BP, 7 Eleven, 7 11, Shell, United, Metro Petroleum, Puma & independent servos. The prices may not be up to date as it relies on users submitting prices. RACV does have a fuel comparison on their website but it doesn't include as many different petrol operators and the price is listed as a range i.e. 107.3c -112.3c. I find Petrol Spy much better, sometimes you just need to refresh the page if your change the type of fuel you are searching for and it gets stuck on your previous type of fuel search. This is a helpful thing to discuss with clients who have a car to save them money even if the client doesn't identify as experiencing financial hardship. You can simply ask if they are aware of the app and explain it to them and text or email them more information on it if required.Other brokerage sources:Queen’s Fund – single women with or without children, lived in Victoria for at least 12 months. Another option is for us to apply to the Queens Fund if they meet eligibility criteria for assistance with utility and telecommunication debts, remember to email Queens Fund straight away after making request and request fast tracking of application for funding if client is at risk of disconnection from utility or telecommunication and the Queens Fund will look at the request sooner. Walter & Eliza Hall Charities as another option for financial assistance if client is eligible: Don’t forget the Telstra Bill Assistance program at our disposal and the Telstra Top Up program for eligible customers.Financial counsellingNational Debt Hotline 1800 007 007, .auInternet and TelecommunicationsTelecommunicationsThe Andrew’s Government has announced that phones and extra data will be provided to vulnerable and high-risk clients of public mental health services, so they can stay engaged with treatment and services, and equipment and IT grants will be provided to community managed mental health services so they can offer their services remotely and respond to increased demand.Telstra: Not for profit organisations can register with Telstra to access a number of phone assistance options for their clients, more info at this link: Top-up provides a complimentary recharge to those who are experiencing or at risk of homelessness, family violence?or impacted by natural disaster?and who use a pre-paid mobile phone on the Telstra network.?Given the financial impact of Coronavirus (COVID-19) on Australia’s most vulnerable people, Telstra have increased the recharge amount to $40.?SHS agencies using SHIP, CIMS and SRS are eligible for Telstra top ups as well as those organisations that support people who impacted by natural disaster are eligible to use this function.?If you have any questions in relation to Telstra Top up please refer to Online Help or contact Infoxchange via apps@?or phone 1300 366 516.?Telstra: is giving personal and small business customers additional data, and offering unlimited standard home phone calls for pensioners, as part of our response to Coronavirus (COVID-19). We?want to help our customers stay connected.All our personal and small business post-paid mobile and mobile broadband customers can register for an extra 25GB of data at no extra charge - to use in Australia within 30 days if they register by 31 March 2020.Register for 25GB of extra dataYou can register via the Telstra 24x7 and My Telstra apps until 31 March 2020 and the data will be available within 48 hours. We’ll send you an SMS when it’s been applied. You won’t see the extra data on your bill, but it will appear in your app usage information.Register for 10GB of extra dataOur pre-paid mobile and mobile broadband customers with an active recharge of $40 or more can register for an extra 10GB of data at no extra charge - to use in Australia within 28-30 days (depending on your plan).You can register via the Telstra 24x7 and My Telstra apps until 31 March 2020 and the data will be applied within 48 hours. We’ll send you an SMS once it’s been added and the extra data will appear in your app usage information. Unused extra data expires after 28-30 days (depending on your plan) and will not rollover.Make unlimited callsIf you’re a pensioner and have a home phone plan with us, you’ll be able to make unlimited local, national and 13/1300 calls, and calls to Australian mobiles, from your home phone in Australia from Thursday 19 March until 30 April 2020.You don’t need to do anything, unlimited calls will be automatically applied. You’ll see $0 for these calls on your bill and in the app.Enjoy unlimited data at homeFrom Thursday 19 March until 30 April 2020, we’re providing unlimited data for our personal and small business customers with home broadband plans (ADSL,?nbn?and cable).You don’t need to do anything. The data will be provided automatically, at no extra charge.Your data usage won’t be counted during this time, but keep in mind you won’t see the extra data on your bill. Our FairPlay policy applies.Amaysim: “customers using $10, $20 or $30 UNLIMITED mobile plans, we’ll be providing extra data at no extra cost to help you stay connected during this time of change. If you're a customer using one of these plans, keep your eyes out for an email to advise you on the details of your extra data.” Encourage customers of amaysim to read their email from amaysim as website doesn’t mention if they need to activate the offer to receive this additional data. No phone support available, only online support and email.Aldi Mobile - With Aldi Mobile extra data is available if you buy/add a data top up to your plan and call centre is now open with reduced capacity. The best way to contact us is by sending an eSupport from your online account. Support is available 7 days a week 8am - 8pm AEST. "Need more data? Our Data Top Ups are perfect when you need to add more data to your Mobile Plan. To help out we're boosting our $10 Data Top Up from 1GB to 5GB. When you purchase a $10 Data Top Up for your Mobile Plan before 31st July 2020, you'll get 1GB added to your Mobile Plan Data and we'll add a bonus 4GB to your rollover data balance. You can purchase a Data Top Up through the ALDImobile App or our website.Belong No extra data provided, no call centre available, website directs customers to online support to answer their questions.Boost Mobile Eligible customers don’t need to do anything the extra data will be upload for them for use until 30th April 2020Coles Mobile – No information available either on Coles website or colesmobile website about COVID-19 provisions in relation to their mobile service.Dodo mobile No extra provision of data, just reduced capacity to take phone calls, refers customers to self-serve options, no live chat or email communication available at the moment with them.Kogan Mobile Additional data provision, I can only assume it is automatically applied as website makes no mention of having to activate the offer, call service available with limited resources, customers to use self-serve options first before calling call centre for assistance.Optus Eligible customers have to activate offer in April 2020. Optus provides the option for customers to donate their data to people in need. I don’t yet know how consumers can register for the donated data. Southern Phones I did have some difficulty getting to this link, so the important info I have cut and paste here:“Supporting our customers and the communityTo help our customers work from home and stay in touch with their loved ones, we will be providing 24/7 unlimited data to all NBN (excludes NBN Satellite) and ADSL Broadband customers from the 23rd of March until the 30th of June 2020. You don’t need to do anything, the unlimited data will be provided automatically to you, at no extra charge. Your data won’t be counted during this period, and you won’t see the extra data on your bill. Please keep in mind that our?Fair Use Policy?applies.We also acknowledge that difficult times, like those we are experiencing now, can lead to financial troubles, but there is support available through Southern Phone’s?Financial Hardship program?for all customers.To support small businesses we will commit to pay our suppliers within 14 days.”Vodafone Eligible customers don’t need to do anything, the data will be added if they are eligible. Woolworths Mobile Longer wait times for phone assistance, no mention of extra data provisionArticle with snapshot of what Optus, Telstra, Vodafone, Aussie Broadband, Superloop and amaysim are doing to assist during the COVID-19 crisis. information does not cover all telecommunication providers so if the client ask about whether they get any additional data from their provider and the information isn’t included here please direct them to the company’s website or app or look online for them whilst speaking to them to see if you can locate any information about COVID-19 provisions with that company. Obviously, companies stance on this situation can also change as the situation changes in relation to COVID-19. With utility/telecommunication companies in general: consumers who are in financial hardship should try to call their provider and say due to COVID-19 they are having trouble paying their bills and see what options the provider can offer like waiving late fees for payments made after the due date.Accessing mental health assistanceExtension to medicare subsidised mental health supportThe Federal Government will provide 10 additional Medicare subsidised psychological therapy sessions for those subjected to further restrictions due to the second wave of the COVID-19 pandemic.This is of particular relevance now to Victorians who entered a state of disaster on Sunday evening, with a Melbourne-wide curfew now in place.New items will be created under the?Better Access to Psychiatrists, Psychologists and General Practitioners through the MBS initiative (Better Access) and will be available from 7 August 2020 until 31 March 2021.?The sessions will be available to:patients in areas with public health orders in place that restrict movement within the state or territory at any time from 1 July 2020 to 31 March 2021 (e.g. lockdown or stay at home orders); and?patients that are required to isolate or quarantine under public health orders.?Patients will be required to:?have a Mental Health Treatment Plan;have used all of their 10 sessions in the calendar year; and?to undertake a review with their GP after their 10th session.?Once deemed eligible, patients will be able to continue to access treatment even if public health orders are lifted.?Helplines361950-254000 In addition to community support services like LifeLine and Beyond Blue, you can talk to clients about whether they can connect with family and friends a different way? Skype, Instagram has video calls, iPhone chat, WhatsApp and other free services that obviously needed paid internet data to access. Can they call their supports rather than text them to get deeper and more meaningful connections during this time subject to having enough credit on their phone to make the call? Maybe they have unlimited phone calls and texts and don’t have to worry about any additional costs with increasing the use of their phone to keep in touch. It is good to remind clients and co workers that ‘it is ok to not be ok’ and then listen to their concerns and direct them to appropriate support services like telephone based ones and their online support services and visiting their GP for a mental health care plan or calling COVID-19 hotline if needed.See Attachment 1 for some options for accessing The following hotlines provide urgent assistance:Coronavirus Mental Well-being Support Service on 1800 512 348 or visit coronavirus..auLifeline Australia: 13 11 14SuicideLine Victoria: 1300 651 251Kids Helpline: 1800 187 263Mens Line Australia: 1300 789 978Open Arms Veterans and Families Counselling: 1800 011 0461800 Respect: 1800 737 732Beyond Blue: 1300 224 636Suicide Call Back Service: 1300 659 467Switchboard Victoria: 1800 184 527For more intensive support, the North West Metropolitan Primary Health Network hosts a ?System of Care? which offers free, comprehensive mental health, suicide prevention and alcohol and other drug services. You will need to see your GP first in most cases for a referral to ensure that care is coordinatedThe?Victorian Government?and the?Australian Government?also list many resourcesBeyond Blue’s coronavirus mental health service?is available on 1800 512 348Smiling Mind – Kids Mental HealthCAREinMIND: Free 24/7 online and telephone counsellingIf you or someone you know is experiencing anxiety, grief, loss, sadness or stress, CAREinMIND? Wellbeing Support Service offers free 24/7 telephone or online counselling to people living, working or studying in the NWMPHN region. No referral is needed. Call 1300 096 269 or visit?.au?to access free support.Kids helpline information for young people on looking after their mental health: resources to mental health servicesThe surge capacity of clinical and community mental health services across Victoria has been increased to cope with additional presentations and reduce pressure on hospital emergency departments – ensuring Victorians can get the care they need, even as demand for services spikes.This funding will also fast-track delivery of more new public acute mental health beds and accelerate the?state-wide roll out of Hospital Outreach Post-Suicidal Engagement (HOPE) program.Opening hours in mental health community clinics will be extended to enable face-to-face sessions and assessments to be conducted in accordance with physical distancing requirements – taking pressure off busy emergency departments, focusing on prevention and providing support to those who need it.More mental health staff will be embedded within Ambulance Victoria’s RefCom service to support paramedics and ensure the right advice and information is provided to frequent callers, including developing care plans as munity mental health services and all 15 Melbourne based Headspace centres will be provided funding to do more proactive outreach throughout the pandemic – reaching out to known mental health clients to check that they are ok and have the support they need.The HOPE post-suicide prevention program will be rolled out to seven new sites at Box Hill, Royal Melbourne Hospital, Monash Clayton, Heidelberg and Broadmeadows, Warrnambool and Mildura.144 new beds will be provided at Geelong, Epping, Sunshine and Melbourne. HealthTelehealthDoctors now have capacity to provide ‘telehealth’ – over the phone consultations bulk billed to Medicare.Maybe the person’s osteopath, chiropractor, massage therapist are not be doing face to face appointment anymore. Encourage the client to see they have any emails from their provider, look at their provider’s online platforms (website, social media) to see whether the clinic is offering telehealth (phone or online) support for their health needs during this time. Telehealth interpretingTelehealth video interpreting for medical consultations is now available from the Translating and Interpreting Service (TIS National). This service is currently only available to GPs, medical specialists, nurse practitioners and allied health practitioners. Visit the TIS National website for more information: practitioners can mail or email a prescription to the patient or the patient’s pharmacist. Read the?MBS FAQs?for more information. DHHS have?advised?that GPs can email pharmacists copies of Schedule 4 prescriptions for patients who are self-isolating at home. Pharmacists may then be able to arrange home delivery of the medication.Electronic prescribingElectronic prescribing is a new system being rolled out in Australia. Electronic prescribing is paperless prescriptions that are accessible using electronic devices. They have increased security and they prevent the common problems associated with losing paper scripts.Electronic prescribing is an alternative to paper prescriptions, which may be particularly helpful for TeleHealth consultations or when you cannot see your doctor face-to-face. They are sent to you via SMS or email and can be used at participating pharmacies.Doctors may offer the options of an eScript instead of paper prescription. A ‘prescription token’ will be sent to you by the doctor via SMS or email.A token is a unique QR barcode which displays with information about the prescription. This token can be scanned at a pharmacy to dispense your prescription.If your prescription includes repeats, the pharmacy will send out a new token for the repeat. This token will be needed to collect your repeat.Tokens will remain active until the prescription expires. A new prescription will then be written by your doctor.If someone loses a token and/or their phone, they should notify the prescribing doctor immediately. The doctor will cancel the prescription and send a new one.Patients are advised to check that they have received the token before finalising the consultation. Notify your doctor immediately if the token doesn’t appear.Tokens can be sent to a friend, family member or carer. This token will need to be presented at the pharmacy to collect the medicine.Hep A outbreakThere has been an outbreak of hepatitis A among people who use drugs (primarily but not exclusively by injection), as well as people experiencing homelessness in Victoria.?A free single-dose hepatitis A vaccination is available for people who use drugs or are experiencing homelessness until 31 August 2020. Click here () for more information or call the Hep A hotline: tel:1800703003. Health insuranceBest to look at Federal Government website that compares all insurers for hospital only cover, hospital and extras cover, extras cover only. insurers are required by law to generate a policy private health information statement that states what is covered in a summary way, it is generated generally without government rebate that you can apply for when buying health insurance to make the price cheaper when purchasing. So if client buys policy with rebate than cost will be lower than statement but client can see compare across policies with different health insurers to see who offers the most competitive price for what services they need to access. I understand not all our clients will have health insurance but it they do it is always best to look at this website rather than iSelect etc as these other comparison websites have commercial arrangements with selected insurers so don’t show all possible policies clients can buy. It is best to look at this website before 1 April 2020 when premiums increase if the person intends to join this month, if not the client can return to website from 1 April 2020 to see prices from 1 April 2020. Some insurers also offer a discount if you pay for your yearly premium now by 31st March 2020 as you pay this year’s price rather than the increased/newer price from 1 April 2020. I understand some clients may not have the capacity to pay a yearly premium or have health insurance in general.Free comparison website of bank for savings, transactions, home loans, insurance (home, travel, car and life insurance). They also do energy comparison, but I would stick to recommending government website for all available energy providers in the person’s area. .auPrivate health insurance: Financial reliefSome financial relief for people with private health insurance in relation to insurance premiums and COVID-19. I know that CUA Health and Australian Unity have delayed health insurance premium increases that were due to start on 1st April until 1 October 2020. These websites indicate that most private health insurance companies are delaying the increase in health insurance premiums for 6 months until 1 October 2020 while HBF has cancelled their premium increase entirely.Certifying documentsMelbourne City Mission staff contacted Chemist Warehouse who are certifying some documents, but the client needs to bring their own pen. It is best to call the pharmacy ahead of time and ascertain if they will certify the document in question. We called to ask for DHHS Bond Loan purposes for Section H of the application form and they agreed to certifying. Justice of the Peace may not be available at this time at many signing stations, call ahead to see if they are available. This link has a research by suburb or postcode function This next link below is helpful as it lists signing stations, their hours of operation and where they are currently open and is updated regularly. listed on Moonee Valley website if Justice of Peace is unavailable are principal of a registered school, lawyer, medical practitioner, dentist, pharmacist, veterinarian, accountant, minister of religion authorised to celebrate marriages, bail justice and bank manager. It is best to check the Justice website first if not asking a pharmacist or Justice of Peace as some categories like bank manager require the person to be a bank officer with 5 or more continuous years of service and some other categories like accountant need the person to also be fellow or member of specific organisations to sign these documents. The link also speaks about the ability to remotely witness statutory declaration and explains the steps required to read and write forms434340381000West Melbourne Community Centre have created a new service to assist people to read and fill in forms. This is a free service and its open to anyone who needs it. At this stage, the service operates on Thursdays from West Melbourne. If there is demand it may it may expand to other venues and times.Other cost saving optionsFurniture RentalMost of the second hand furniture suppliers have closed down. DHHS has provided the details of a furniture rental company: DHHS has been dealing with the Co-founder from PopUp on Demand Kim Hoang regarding furniture required for crisis accommodation projects underway and have been asked to forward the details for your consideration and distribution to the members of the Western LASN as a an option for sourcing furniture.For further information, the Co-founders Kim Hoang can be directly contacted on telephone 0401 702 914.DownsizingDuring this time of more home time for our clients, can they access their self-storage and bring manageable amounts of items home to sort through with the idea of reducing the amount of items in storage to allow them to get a smaller storage unit or not need a self-storage unit anymore? For these clients and other clients without self-storage, can they sort through items at home they don’t use any more like clothes and books with the view of donating to charity when charity stores are open or selling online and sending via Australia Post if the item can be posted? Do they have unused broken small electrical appliances at home? Some local councils like City of Maribyrnong have small electrical big disposal bins to drop off these items. This idea to not suggested to cause clients stress but is a positive thing to reduce their unwanted items and focus on something constructive to do.Opportunity ShopsMelbourne City Mission staff called Savers Footscray before Easter and the person who answered the phone advised that to her knowledge all Savers stores are still open for buying items. 89?Vinnies Shops across Victoria are now open. Donation of goods can be made between 9:00AM-11:00AM?Monday to Friday, they have precautions in place before these items are available for customers to buy. This link also has useful information on how they are delivering on their home visit service during this time.Check this link to see when salvostores are opening: It is worth noting that they have also have an online store, just follow link off this link. SALVOS stores that are trading are accepting donations at their stores as they have put precautions in place before selling these donated items. This is helpful for clients needing to donate items due to lack of storage or moving to another smaller house. Sacred Heart Missions’ op shops has two online stores via Instagram and eBay. It is worth noting that their eBay store stocks electronics although there is no TVs or computers at the moment. Their Preston, Prahran (Chapel Street and Commercial Road) and South Melbourne stores are currently open - more stores will open in the next coming weeks, see list of locations here: The lovely lady at Savers also suggested clients can look on Facebook for free or low cost items on buy, swap and sell pages which are often organised by region. There is of course Facebook Marketplace too as an option and gumtree.Public libraries and reducing subscription costs to streaming services can access this service through entering your library or university card number and pin number for library to stream movies, short films, documentaries etc with no advertising. When you log in and register your email address, simply click on link in your email to verify yourself and when you log in on kanopy you will see how many credits you can use each month for access streaming for free. This can be used as a way for clients or staff to reduce their Netflix/STAN subscription to a lower level of money or cancel the service if Kanopy is able to meet the same need for free. There are programs on this streaming services for kids too. Maybe the client or staff member doesn’t have a library membership? No worries, simply visit local council website and sign up online for a library membership.Wyndham City Council: of Moonee Valley: of Maribyrnong of Melton: Libraries Library Corporation of Great Dandenong Libraries of Kingston library of Melbourne libraries of Port Phillip Library of Stonnington Libraries Regional Libraries Peninsula Library Service Manningham Libraries Libraries you know you can be a member of any library in Victoria not just your local council library? Encourage clients to also explore if free to air online streaming also meets their viewing needs without the cost, i.e. ABC iview, 7PlusLibraries also have a lot of other free resources to use like eBooks. Not all libraries are open physically yet and those that are have strict customer limits, but you can access content online. Audio books can be downloaded remotely from some libraries once someone has joined a library. Another free resource called Beamafilm Beamafilm offers library members 900+ quality documentaries and indie features with a focus on Australian stories. Get streaming today!How do I start watching movies?Create account and log in using your library card.Verify your account through your emailBrowse filmsChoose one to watchStart watchingWhere do I watch?You can watch from any internet connected device (your phone, tablet, PC etc) OR you can chrome cast to your TV from any of your devices OR you can use your Apple TV.Any small print or 'catches'?No! No viewing limits. Watch as many as you want, whenever you want. It’s FREE with your library membership.Beamafilm?now has a?handy app?for?Apple and?Android: You can check if your local library participates on this page:Boroondara Libraries of Melbourne libraries of Port Phillip Library of Stonnington Library Services Manningham Libraries link Shire Council, Yarra Plenty Regional Library, LaTrobe City Library; and Monash University and Deakin University libraries also have this service available for members.Public librariesSome public libraries re-opening with different approaches. Boroondara Libraries Click and collect from 1 June or book a 15-minute library visit online or call them on 9278 4666. Payments, study rooms, meeting rooms, printing, computers and print newspapers are NOT available at this time.Casey-Cardinia Library Corporation Not physically re-opening at this stage, restricted reopening of return chutes. All items are extended on your behalf until?Wednesday 1 July?2020.City of Greater Dandenong Libraries Dandenong library opens from 9th June.City of Kingston Libraries from 9 June for some branches and from 22 June for other branches, reduced hours. City of Maribyrnong Library closed, return chutes open 24/7.City Of Melbourne Libraries Tuesday 2 June, return?chutes will be available to drop off books 24 hours per day and 7 days a week. From Tuesday 9 June, reservation pick-up facilitated by library staff; and computer, internet and printer access for those without alternative devices. All room bookings, study spaces, events?and programs, such children’s storytime sessions, conversation clubs and book clubs, remain suspended until further notice.City of Melton Libraries Just click and collect from Tuesday 9 June 2020 and reopen with normal operating hours at both branches from Monday June 22 following Government guidelines.City of Port Phillip Libraries Click and collect items from Monday, 1 June at the Albert Park, Port Melbourne and St Kilda branches during their normal opening hours. Emerald Hill and Middle Park reservations will be held at Albert Park. Please note that due to building works at Albert Park branch, there will be a temporary access point on the Dundas Pl side of the building. From Wednesday 3 June re-open the Port Melbourne and St Kilda branches for borrowing for 20 people at a time for 30 minutes access. Limited service to begin with: you can browse, borrow, photocopy, print wirelessly. For now, no computer use or newspapers.? HYPERLINK "" Storytimes?and programs will continue to be delivered online for the moment.City of Stonnington Click and Collect?service from 3 June. The service will initially be offered from Malvern and Toorak/South Yarra Libraries. No set date for reopening yet. All items have been renewed until they reopen and overdue charges will not apply.Eastern Regional Libraries No general library visiting until mid-June, however click and collect service is being offered at the moment.Moonee Valley Libraries You can visit the library but the limit on the number of people that can visit varies based on the library’s location/size. They opened on 1st June with standard hours, offering click and collect service, limited browsing of library material in branch, cashless photocopying and printing, limited computers available to use, return chute operating, no study area.Mornington Peninsula Library Service click and collect from 9th June, cannot return books via return chute anymore. All loans will be extended until the end of June, and no fines will be issued. State Library Victoria Initially open 10am-6pm daily, from 15 June some spaces will be available to use desks and free Wi-Fi and from 27th June some spaces will become available, no photocopying at this time, you need to book online to visit the library or book in person at the library if you don’t have computer access.Whitehorse Manningham Libraries Reopen from 9 June for 30 minute visits, limit to people in library at the same time, return chutes open 24/7. Study/Reading Spaces, newspapers, meeting room bookings and public events and programs are NOT available.Wyndham City Libraries from 9 June depending on library location, only initially open during weekdays and closed on weekendsYarra Libraries Click and collect service offered only during weekdays, no set date for general re-opening of their libraries. Returns chutes at all libraries except Collingwood Library were opened on Monday 1 June.Employment assistanceThe Federal Government announced 'Jobs Hubs' for businesses needing workers and people looking for work in early April this year It is best to search for jobs via 'employers with multiple job opportunities', then choose State as the tab/link as option 'search jobs by locations' is slower to load the page. So jobseekers can look under both National and Victoria filter options/tabs.Working for VictoriaThe Victorian Government has provided funding for jobs that contribute to Victoria’s ability to respond to coronavirus (COVID-19). For example, care giving, operating machinery,?preparing food and working in agriculture and food production. Work is available for six months. Training is provided to help people change or update their skills to work in an area that is now hiring or is likely to be in the future.Register on Sidekicker: tell us about your experience and the kind of work you're looking for. You will receive an activation email when your registration is processed.Look for jobs: use Sidekicker to access work opportunities.Do some training: you will get access to free short online training units to help you update your skills. You may also be eligible for free TAFE courses.Apply: apply for jobs that suit you.Get a job: if your application is successful, you are?ready to start work.Read the jobseeker profile and application?tips?to make the most of Working for Victoria.Career assistance and study supportMyCareerMatch as a resource for clients and other people we know looking for assisting with their career. MyCareerMatch is "an online career and resume service free to members of public libraries so you will need your library membership number to access." If the person is studying see if they can get free access from their careers adviser or teacher as their website mentions the student needed to put in a code on when they complete the questionnaire that only takes 15 minutes. MyCareerMatch - Receive a personalised MyCareerMatch profile report that can help determine where your strengths lie career-wise and help with writing your resume. It is free too! :) Suitable for people aged 10 and over. Eastern Regional Libraries (ERL) members link. of Kingston library City Libraries Shire Council offers this service too Peninsula Shire plans to offer this service through their libraries as mentioned in their 'Our Health and Wellbeing 2021' report. Federal government website to help young people aged 15 to 25. We provide information and resources to support you in your job search and?help you build your employability skills. We're not a jobs board and we?can't find a job for you.?Instead we?want to?help?you?take charge of your own employment journey and?design a career pathway that's right for you. resource with your library membership, you get free access to Studiosity: online, 24/7 CV and cover letter help from real professionals. Mornington Peninsula link Melbourne City Mission staff looked Studiosity up and they also provide study support for free through library membership via some educational providers and local libraries. It is also offered at: Casey-Cardinia Library Corporation of Greater Dandenong Libraries Valley Library City Libraries Libraries can visit this link below to see if your library participates Learn new skills and knowledge via is “a leading online learning platform that helps anyone learn business, software, technology and creative skills to achieve personal and professional goals. Through individual, corporate, academic and government subscriptions, members have access to the video library of engaging, top-quality courses taught by recognized industry experts. For 20 years, has helped students, leaders, IT and design pros, project managers—anyone in any role—develop software, creative, and business skills. Now part of Linkedin, serves more than 10,000 organizations. With tutorials in five languages, is a global platform for success. You will need your library card and pin number to access ”Boroondara Libraries of Maribyrnong of Greater Dandenong Libraries of Kingston Libraries of Melbourne libraries of Port Phillip Valley Libraries Peninsula Library Service Manningham Libraries for childrenPictures to colour inElizabeth Morgan House has produced the most beautiful pictures that can be downloaded and printed for children to colour in:??, games, resources to download from the Australian Childhood Foundation to explain social distancing to childrenClick here for a youtube video:? for childrenCHP has collated a range of resources on COVID-19 for children and young people: helpline information for young people on looking after your mental health: here for a story for children bored at home.Learning from homeThe Department of Education has a range of resources to support parents assisting children to learn from home:? can also call this helpline for information: 1300 388 633.Primary school students now have access to interactive learning resources to support their remote and flexible learning thanks to a partnership between the Victorian Government and the ABC.The first set of 15 learning activities connected to educational programs are screening on ABC ME (20-24 April) and have been added to the Victorian Government’s new Learning from Home website. The activities for English, Mathematics, Science and Geography, have been designed for primary school students and are aligned to the Victorian Curriculum. Teachers will be able to use these resources to assist in delivering remote learning.Students will be able to watch programs on TV via?ABC ME?or online via?ABC iview, and then complete learning activities linked to the ing out of isolationWritten by a School Counsellor, the story follows the journey of a little echidna?as everything starts to change due to COVID-19. From going into isolation at home, navigating remote learning and his transition back to school, this story captures a child's feelings and point of view as the world around him changes drastically. It aims to help primary aged children with the transition back to face-to-face learning after a period of uncertainty and learning to find comfort in different ways.?Watch it below: UpdatesThe AIHW understands the Coronavirus (COVID-19) crisis has the potential to impact already resource-restricted services. To ensure the additional effort and service demand is captured please see the following advice for recording this information: Clients who receive assistance If a client is seeking support as a result of the Coronavirus (COVID-19) crisis, under Reason for seeking assistance, please select all reasons categories that apply (e.g. Financial difficulties, Employment difficulties, Medical issues) PLUS category ‘Other’, and record COVID-19 in the free text field. Unassisted people If a requested service cannot be provided as a result of the Coronavirus (COVID19) crisis, under why a service(s) was not provided, please select all reasons categories that apply PLUS category ‘Other’, and record COVID-19 in the Notes field. System notes have been added to the support period and Unassisted forms in SHIP with this information.New Case Plan functionality! SHIP Case Plans have been enhanced. The new functionality enables users to: ? Record case plan actions against individual support domains: ? Record Notes, Payments and Tasks within the actions of a Case Plan and save to the client file. ? View Note, Payment and Task records associated with a Case Plan action within the plan and export to XLS or PDF. A document explaining the improvements is available to assist users to navigate the new functions here () . Please contact the SHIP support hotline (1800 627 191, opt. 1) if you require any additional support.Attachment 1: 5 ways to get mental health support without talking on the phoneThe Conversation (5th August) provided the following advice on accessing mental health assistance during COVID-19:1. Talk with a therapist via SMS or webchatYou can access free web chat or text messaging services that allow you to talk with a therapist via messaging.Lifeline launched an online chat service in 2011, and in 2018 it set up an SMS?text service?that is available between 6pm and midnight (AEST). These services provide short-term support if you’re in a crisis, with?research?showing reduced distress and increased coping and connectedness among users of the service.The?Beyond Blue?online chat service is another option, established in 2013 and available daily between 3pm and midnight. This is a general service that offers short-term counselling with a trained counsellor, but does not provide crisis support. A?recent study?found those who received help from Beyond Blue experienced lower levels of distress (although the study evaluated the services as a whole, rather than separating out those who received help over the phone versus via web chat).Similar web chat services are available for children, teens and young adults via th 2. Online clinics or programsOnline clinics provide a range of self-guided mental health treatment programs. This means you work your way through the program at your own pace, without input from a mental health professional. These programs tend to have a variety of modules that provide information about common mental health symptoms, and include some suggested strategies about how best to manage these symptoms.MindSpot?is Australia’s first free national online clinic that offers psychological assessment and treatment for people experiencing common mental health problems such as anxiety, stress and depression. After completing an online assessment, you are directed to the appropriate online program, and can connect with a MindSpot therapist if you wish.Mindspot programs include up to five lessons that can be completed over about eight weeks. Each lesson takes a few hours, and the general structure is to read through the lesson information and then practise the skills in your daily life. Throughout the program there are also real-life examples of people who have managed to overcome their symptoms, and there is an option for a weekly check-in with a therapist (although that would be over the phone). There have been more than?100 research studies?relating to MindSpot, showing these treatment programs are effective in helping to reduce common mental health issues.This Way Up?programs are a suite of short online courses that cover a range of mental health concerns. You can select the course you’d like to do, and then work through a series of lessons and activities. For example, if you are struggling with low mood and worry, there is a mixed depression and anxiety course that provides material to develop skills in managing these symptoms. There are also options for you to select the approach that most appeals to you, including mindfulness-based or cognitive behavioural therapy (CBT) approaches (CBT uses strategies to help change unhelpful thoughts and behaviours). These courses cost A$59 each and access is available for three months. If you already have a psychologist, they can supervise your progress through the program.These programs have been evaluated in many?randomised controlled trials, with findings consistently showing they can be as effective as face-to-face therapy.3. Peer support forumsOnline peer support forums provide a safe online space where you can anonymously share your personal experiences and questions, and get support from others on the forum who may have helpful advice and suggestions based on their own experiences. These forums are usually moderated by professionals or trained volunteers and are places to get support rather than counselling, mental health treatment or crisis management.Some popular mental health forums include those moderated by?SANE,? HYPERLINK "" BeyondBlue, and?headspace?(for people aged 12-25). While?evidence?suggests peer support forums don’t necessarily reduce anxiety or depression,?they are not harmful?and may help to normalise emotional experiences and help users feel connected to others.4. Smartphone appsThere are many mental health smartphone apps available to download.Many of these apps have not been scientifically tested to verify their health claims, although some apps that are supported by evidence include the?Headspace app?and?Smiling Mind, both of which have a mindfulness focus. Mindfulness uses meditation to develop awareness and acceptance to reduce the impact of negative thoughts and feelings.?Evidence suggests?mindfulness meditation programs have beneficial effects on mental health.5. Chat botsA chat bot is a program designed to simulate conversation with you, often using artificial intelligence. What this means is that you type in your thoughts, feelings and questions and an AI bot will respond to you.There are several chat bots designed to provide mental health support. The most widely used ones are? HYPERLINK "" Woebot?and? HYPERLINK "" Wysa?(for children and teens). Both use artificial intelligence to deliver information based on cognitive behavioural principles, which can help you change your patterns of thinking or behaviour.They aren’t designed to replace other forms of mental health support, but rather to complement them. But there is emerging?evidence?that chat bots can?benefit mental health.Attachment 2: Family Violence warning signs0-993775Family violence warning signsTips for professionals delivering essential services00Family violence warning signsTips for professionals delivering essential servicesFamily violence and COVID-19While we haven’t experienced a pandemic of this scale in recent history, research into natural disasters and other major events shows that family violence can increase by at least 30%. This is due to:?A tendency to revert to stereotypical gender roles during times of crisis and uncertainty; such as men taking the role of protectors and decision makers, and women being seen as carers. These strict norms limit women’s independence and autonomy, and can put them and their children at risk.?A tendency to dismiss or downplay victim survivors’ experiences of violence more often during timesof disaster or emergency, and to justify or excuse perpetrators’ behaviour with statements like “he’s just stressed”.Other factors that can increase the likelihood, frequency and severity of family violence are exacerbated by the COVID-19 pandemic, including financial, employment and housing insecurity and increased and sustained periods of time families are together at home, while isolated from other people.Indicators or warning signs of family violenceIt can be hard to tell whether someone is experiencing family violence. Sometimes people living with family violence are reluctant to call what’s happening to them violence or abuse, or they may not even realise that’s what they are experiencing. Often, people living with family violence blame themselves for what’s happening to them.It is critical, particularly during the pandemic when people are isolated in their homes, sometimes with violent partners, to be aware that the people you are delivering essential services to may be impacted by or at risk of family violence.Some of the common warning signs to look out for are:?They seem afraid of their partner or anxious to please them?They seem anxious or upset when you mention their partner or family situation?They tell you that their partner criticises or embarrasses them in front of other people?They tell you that their partner pressures them into doing things they don’t want to?They talk about their partner being jealous, very angry or possessive?They say their partner ‘doesn’t like it when…’ or talk about their partner not wanting them to do particular things?They don’t seem comfortable making a decision about themselves or their health? They have unexplained physical injuries (bruises, broken bones, sprains, cuts, etc.) or give unlikely explanations for these?Their children seem anxious, afraid or nervous when the partner or ex-partner’s name is mentioned?They say they don’t want to leave the children with their partner or ex-partner?They say their partner or ex-partner checks in on them a lot (for example through text messages, calls, checking their social media, etc.)There are some warning signs that are specifically related to the COVID-19 pandemic:?They express significant anxiety about being isolated at home with their partner?They mention the safety of their home or talk about being afraid to be at homeIndividually, one of the above warning signs may not necessarily mean that someone is living with family violence. However, if you notice more than one of these warning signs – either in a single meeting or appointment, or over a number of interactions – you should ask questions to try and determine whether the person you’re working with is experiencing violence.Family violence warning signsFamily violence warning signsWhat to do if you suspect someone is living with family violenceCall 000 if you believe anyone is at immediate risk.If it is safe to do so, ask:?‘Has anyone in your family done something that made you or your children feel unsafe or afraid?’?‘Has this changed during the isolation period?’?‘Do you have any immediate safety concerns for yourself, any children or family members in your care?’Contact a specialist family violence service for advice on how to support the person you’re working with. They can assist with risk assessment and management, including determining if immediate intervention and coordinated responses are required. Use The Lookout’s service directory to find an appropriate service.Refer the person you’re working with for specialist family violence support if you believe they are at serious risk.What if the person you’re working with refuses your offers of support, or tells you that everything is fine, but you are still concerned? Make sure they know thereis support available, and that you can have another discussion when they are ready.Please be aware that it may not be safe for someone to take printed information about family violence home with them.All professionals delivering essential services can play an active role in identifying family violence, by conducting a basic risk assessment and ensuring that the people you are working with are referred to appropriate support...au2Information and resources for people experiencing family violenceGathering Support is a booklet that provides comprehensive information on how to keep safe during separation, and where to get help.The Lookout service directory lists support available for people experiencing family violence in Victoria.Arc is a free app that helps people to identify patterns of behaviour that make them feel scared, unsafe,3870325511175If someone is experiencing family violence?If someone is in immediate danger call 000or contact the police in your state or territory.?For confidential crisis support in Victoria, information and accommodation call the safe steps 24/7 family violence response line on 1800 015 188. If it is unsafe to call, email safesteps@.au.?For counselling and support in Australia, contact 1800RESPECT, the national sexual assault, family and domestic violence counselling line, on 1800 737 732.?For a specialist LGBTQI+ family violence support in Victoria, contact W|Respect on 1800 LGBTIQ (1800 542 847) or visit.au.?For specialist family violence support for women from migrant and refugee backgrounds in Victoria, contact inTouch on 1800 755 988.?If concerned about a man’s behaviour, callthe Men’s Referral Service on 1300 766 491.00If someone is experiencing family violence?If someone is in immediate danger call 000or contact the police in your state or territory.?For confidential crisis support in Victoria, information and accommodation call the safe steps 24/7 family violence response line on 1800 015 188. If it is unsafe to call, email safesteps@.au.?For counselling and support in Australia, contact 1800RESPECT, the national sexual assault, family and domestic violence counselling line, on 1800 737 732.?For a specialist LGBTQI+ family violence support in Victoria, contact W|Respect on 1800 LGBTIQ (1800 542 847) or visit.au.?For specialist family violence support for women from migrant and refugee backgrounds in Victoria, contact inTouch on 1800 755 988.?If concerned about a man’s behaviour, callthe Men’s Referral Service on 1300 766 491.undermined or intimidated, record their experiences, and tell their story.Attachment 3: List of ConsulsCountryConsulate ContactSupport GroupContactFranceHonorary Consul general 342A St Kilda RdMelbourne VIC 3004Ph.: +61 (0) 3 9690 60759 am to 1 pm, Monday to Friday or by appmtFrench Assist 342a St Kilda Rd .Melbourne+61 (0) 431 792 002New Zealand Level 4, 45 William Street Melbourne?+61(3)9678 0201 Facebook contact NZ Maori & Polynesian Welfare IrelandEmbassy of Ireland 20 Arkana StreetYarralumlaACT 2600 CanberraTel:?+61 2 62140000 Irish Australian Support & Resource Bureau High St, Northcote VIC 3070 (03) 9482 3865 UKBritish Consulate 17th Floor, 90 Collins StMelbourne VIC 3000 +61 (0)3 9652 1600 general needscall +61 (0)3 9652 1600 emergency needs Scots of VictoriaCatch up with expatsWelsh in MelbourneScots of Victoria Co-ordinating Group (03) 8535 4525 Germany 8 am to 3pm: +61 3 96 42 80 88melbourne@hk-diplo.de Level 4/118 Queen St, Melbourne German Welfare organisation 4th Floor, 24 Albert RoadSouth Melbourne VIC 320503 9696 0907 Sweden& Finland & Latvia: stockholm.reception@.au+61 2 6261 3305 (Business hours)+61 2 6261 3305 (after hours) Support for Swedish students Melb University Greece 37-39 Albert RoadMelbourne 3004,+613 98664524grgencon.mel@mfa.gr Greek Community of MelbourneCatch up with expatsinfo@.au 03 9662 2722Litsa Athansiadis (0421 804 968) and or Tony Tsourdalakis (0419 856 736). Italy +61 3 9868 5358 Tues-Thurs 1.30-3.30+61 (0)418 396 123 (A/H for grave emergencies only)Level 1, 509 St Kilda Road Melbourne 3004Co. As. It 189-199 Faraday StreetCarlton Phone+61 (0)3 9349 9000Denmark 3, 428 Little Bourke Street Melbourne,+61 3 9521 1172Catching up with expats Canada Suite 6, Level 2/190 Queen St, Melbourne(+61) (2) 6270 4000Catching up with expats USA 553 St Kilda Rd, Melbourne (03) 9526-5900Catching up with expats Austria 93 Nicholson Street, Carlton (+61) (3) 9349 5999Catching up with expats Poland Level 12, 20 Collins Street, Melbourne, 3000+61-3) 9654 5180Polish Community Council of Victoria Suite 305, 3 Chester Street 3166 Oakleigh+61 (03) 9569 4020info@.auIndonesia 72 Queens Road, Melbourne 3004+61 3 9525 2755Australian Indonesian Association Vic. PO Box 527Carlton South 3053secretary@.au China 570 ST. Kilda Road, Melbourne, +61-3-99372308Support and counselling for Chinese speakers experiencing depression /anxiety South Korea Level 10, 636 St Kilda Road, Melbourne Tel : +61-3-9533-3800 | Emergency (Consulate General of the ROK in Melbourne) : ※ (+61) 418-435-915Contact with expats Japan Level 25, 570 Bourke Street, MelbourneTel:61-3-9679-4510Email:meljapan@mb.mofa.go.jp Japanese Society of Melbourne Level 24, 570 Bourke Street MelbourneTEL 03 8658 5862Vietnam 205/203-233 New South Head Rd, Edgecliff NSWPhone: (02) 9327 1912 India 344 St Kilda Rd, MelbournePhone: (03) 9682 5800Catching up with expatsFederation of Indian Associations 3/85, Foster Street. Dandenong, 0400 226 793 Email: president@fiav.asn.au ................
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