Delivering for All Department of Human Services Access and Equity Framework 2013-17 Implementation Plan

1. Delivering for All Department of Human Services Access and Equity Framework 2013-17 Implementation Plan • The implementation plan outlines: • Key elements for the effective implementation of the Access and Equity Framework 2013-17 • Recommended timeframes and staging • Broad governance, accountability and consultation arrangements through the life of the Access and Equity Framework 2013-17 • Proposed actions, and accountability for implementing them • Intended outcomes against which to measure the success of actions under the plan

2. Delivering for All – Access and Equity in the Department of Human Services Keys to success 1. Governance and Accountability A high level commitment to undertaking the actions identified in the framework. Yearly reporting to the board on progress against the actions and outcomes. 2. Consultation Consultation with relevant stakeholders on the detailed implementation of the actions. Continuous improvement which is informed by a regular consultation program will form part of the implementation plan. Establishment of an advisory Access and Equity Reference Group will be crucial in this regard (see page 4 for more detail). 3. Communication An effective and sustained communications strategy. Introduction of a staged communications plan with a particular focus on raising awareness of the new positive duty obligations under the Equal Opportunity Act 2010. DHS Board General awareness raising seeking to improve staff knowledge of the new Access and Equity Framework 2013-17 1 Focus on Equal Opportunity Act 2010, including targeting managers and executives best placed to identify discrimination, and responsible for new policy development, service design and practice development Annual performance report 2 Performance, Regulation and Reporting Unit Promote new access and equity materials, including training modules, to new and existing staff 3 Individual business units responsible for delivery of actions Communication to the funded sector on the resources and support the department can provide in improving diversity practice 4 Legislative Environment 2

3. Delivering for All – Access and Equity in the Department of Human Services Governance and Accountability The success of the policy will depend on good governance and accountability… 1. Governance and Accountability A high level commitment to undertaking the actions identified in the framework. Yearly reporting to the board on progress against the actions and outcomes. • The DHS Board will receive an annual report on progress against this implementation plan including: • Progress against the individual actions identified • Outcomes of consultation with staff and advisory group • Any changes to the implementation plan • Overall progress toward outcomes identified in the implementation plan DHS Board • The Performance, Regulation and Reporting Unit will: • Determine an appropriate reporting and monitoring process for individual actions • Compile the annual report to the board and monitor progress against the actions Annual performance report Performance, Regulation and Reporting Unit • Individual business units will be responsible for implementing actions under the implementation plan including: • Re-scoping actions in response to feedback or effectiveness of work • Prepare and provide reporting against individual actions; and • Report on any additional work underway which contributes toward achieving access and equity improvements Individual business units responsible for delivery of actions 3

4. Delivering for All – Access and Equity in the Department of Human Services Consultation consultation with staff and stakeholders… 2. Consultation Consultation with relevant stakeholders on the detailed implementation of the actions. Continuous improvement which is informed by a regular consultation program will form part of the implementation plan. The Access and Equity Framework is intended to be a living document. The high level actions under the plan can be refined, re-scoped or replaced on the basis of feedback from staff, stakeholders or effectiveness. Any changes to the implementation plan will be included in the annual report to board. The communications strategy will be designed to emphasise the need to incorporate the principles of access and equity into everyday work. A number of actions included in this implementation plan are aimed at engagement with departmental staff and clients on the effectiveness of Access and Equity Framework actions, and providing feedback on other potential improvements. The first year priority, Embedding good practice in new ways of working, will include the establishment of an advisory Access and Equity Reference Group, potentially comprising members of staff and external stakeholders or advocates. Where necessary new actions or changes to existing practices should be made according to any new or emerging issues. This is particularly relevant to the DHS areas under the new structure where local issues may present new or emerging barriers to access DHS services (such as changing demographics or emerging local issues). Legislative Environment 4

5. Delivering for All – Access and Equity in the Department of Human Services Communication …and effective, sustained communication. 3. Communication An effective and sustained communications strategy. Introduction of a staged communications plan with a particular focus on raising awareness of the new positive duty obligations under the Equal Opportunity Act 2010. Stage 1 - The initial focus of the communications strategy will be to raise awareness among all DHS staff of the Access and Equity Framework and the core principles contained in it. This will include some targeted communications. Stage 2 - The newest legislative obligation which has been incorporated into the Access and Equity Framework is the positive duty to identify and address both direct and indirect discrimination. This will be the specific focus of the second stage of the communications plan. Given the duty to identify systemic discrimination (including indirect discrimination which are practices likely to have the effect of disadvantaging groups covered by equal opportunity legislation), this communication will be targeted at executives and managers who will be best placed to identify if there are potential discriminatory service delivery or human resource practices emerging. General awareness raising seeking to improve staff knowledge of the new Access and Equity Framework 2013-17 1 Focus on Equal Opportunity Act 2010, including targeting managers and executives best placed to identify discrimination, and responsible for new policy development, service design and practice development 2 Stage 3 – The implementation plan includes a review of the department’s access and equity materials and resources to ensure relevance and consistency with the new DHS structure. This stage will include raising awareness among staff of revised materials and new or existing training opportunities. Promote new access and equity materials, including training modules, to new and existing staff 3 Stage 4 – As part of the commitment included in the Access and Equity Framework to provide leadership to our government and service sector partners, this stage of the communication plan will focus on raising awareness of access and equity issues among the service sector, including the availability of new or revised resources. Communication to the funded sector on the resources and support the department can provide in improving diversity practice 4 5

6. Delivering for All – Access and Equity in the Department of Human Services Proposed Timelines The roadmap below outlines proposed timeframes for implementation of the key focus areas within the Access and Equity Framework. Development of full implementation plan and accountabilities Actions aimed at Embedding Good Practice in New Ways of Working Review Focus Area 1 Review Focus Area 2 Actions aimed at Building Understanding of Organisational Diversity and Better Identifying Discrimination Actions aimed at Improving our Diversity Competence and Practice Review Focus Area 3 Actions aimed at Ensuring Services Meet Diverse Needs Review Focus Area 4 Consultation and Reporting Final Report C C C Overall review and development of new framework 2016-17 Initial endorsement Progress report Progress report 6 Regular consultation with stakeholders Reporting to Board C KEY

7. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions The following initial actions have been identified for inclusion in the framework. Build internal access and equity governance and accountability arrangements under new organisational structure Expand existing references to the Charter of Human Rights and Responsibilities Act 2006 in Performance, Progression and Development Plan templates to include access and equity principles Review language services to ensure the service delivery model maximises access, efficiency and responsiveness to need Review sources of data relating to the diversity of DHS staff, including recommendations for: improving employment opportunities in DHS for people from diverse backgrounds, and monitoring levels of diversity among employees Underway Underway Underway Work with the Victorian Equal Opportunity and Human Rights Commission to ensure that Services Connect practices are consistent with positive duty obligations Review and update the department’s policy on the use of translating and interpreting services Incorporate modules on the positive duty obligations under the Equal Opportunity Act 2010 in staff and manager development Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 4 Ensure Services Delivered Meets Diverse Needs Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Underway Implement ways to survey staff on issues and experiences relating to diversity and discrimination Provide accessible information and communication that takes into account the needs of people with a disability Develop accountability arrangements to ensure that principles of access and equity are embedded in policy development Improve staff and funded sector awareness of and access to diversity and equity resources Improve support for service delivery partners to improve diversity competency as part of the human services sector reform Review the effectiveness of data collection relating to outcomes for clients from diverse backgrounds Celebrate diversity at local area levels through a calendar of events, and ensuring positive representations of diverse groups in DHS publications Develop and implement a process for consultation and monitoring of the DHS Access and Equity Framework Review and update the department’s cultural diversity guide Strengthen employment pathways for people with a disability and improve the department’s employment and retention of people with a disability Consider ways to receive feedback on the experience of people with a disability and other diverse groups accessing services Develop and implement a communications plan to raise awareness of the Equal Opportunity Act2010 Consider ways to drive improvements in the accessibility of DHS locations Underway Underway

8. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Build internal access and equity governance and accountability arrangements under new organisational structure Objective of Action There is an ongoing commitment to continuous improvement in access and equity practices across the department. • The organisational restructure provides an opportunity to consider the most appropriate governance and accountability arrangements to: • • Monitor and report on progress against the actions; • • Consider new ways to measure the department’s success in supporting people • from diverse backgrounds; • • Respond to emerging issues or concerns about access and equity in the • department. • This implementation plan provides the basic accountabilities for individual actions. The department will ensure that key diversity, equity and human rights responsibilities are allocated under the new structure including: • • Policy development • • Capacity building • • Oversight of positive duty obligations • • Local area engagement and responsibility for access and equity issues Underway Implementation Timeframe By July 2013 Lead Accountability Policy and Strategy Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Focus Area 4 Ensure Services Delivered Meets Diverse Needs Focus Area 3 Improve Organisational Diversity Competency and Practice Work with the Victorian Equal Opportunity and Human Rights Commission to ensure that Services Connect practices are consistent with positive duty obligations Objective of Action Services Connect practices reflect positive duty obligations under the Equal Opportunity Act 2010. The Case for Change outlines the direction of service delivery reform and the Services Connect model. Building access and equity principles into our policy development and service design will help to enshrine good practice from the very beginning and make a lasting difference. The Services Connect model is currently being trialled in South Division (Dandenong) and West Division (Barwon Area). As part of the design of staff practice manuals, the department has been consulting with the Victorian Equal Opportunity and Human Rights Commission to ensure that the positive obligations under the Equal Opportunity Act 2010 are effectively built into service delivery design from the start. Underway Implementation Timeframe By December 2013 Accountability Policy and Strategy 8

9. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Develop accountability arrangements to ensure that principles of access and equity are embedded in policy development Objective of Action Consistency with the department’s Access and Equity principles are an explicit consideration in policy development. Building on our experiences and work to implement the Charter of Human Rights and Responsibilities Act 2006, the department is committed to continuous improvement so that our legislative obligations and principles of access and equity are embedded in policy and practice reforms. As a number of departmental policy reform initiatives take shape over the coming years, the department will consider streamlined mechanisms to ensure that the principles of Access and Equity in Delivering for All are addressed at an appropriate stage of policy development and service design. This may include the preparation of a short assessment tool, or by exception reporting. Implementation Timeframe By December 2013 Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 4 Ensure Services Delivered Meets Diverse Needs Lead Accountability Policy and Strategy Develop and implement a process for consultation and monitoring of the DHS Access and Equity Framework. Objective of Action Regular consultation and feedback from stakeholders is received and addressed. The department will establish appropriate external consultation and monitoring of our access and equity principles, obligations and practices to promote transparency in order to support continuous improvement through a responsive approach to the views of employees and users of DHS services. The department will support the establishment of an Access and Equity Reference Group, which potentially includes staff nominees and an appropriate external membership to advise on existing and emerging issues. The department will also consult with appropriate external stakeholders on the Access and Equity Framework, which will be included in reports to the board on necessary revisions or new actions. Implementation Timeframe Ongoing (establishment of Reference Group by July 2013) Lead Accountability Policy and Strategy (consultation) Community and Executive Services (monitoring) 9

10. Delivering for All – Access and Equity in the Department of Human Services Actions Develop and implement a communications plan to raise awareness of the Equal Opportunity Act2010 Objective of Action A broad understanding of obligations under the Equal Opportunity Act 2010 across DHS • A key element of the framework is raising awareness among DHS staff of the new positive duty requirements under the Equal Opportunity Act 2010, and promoting continuous improvement in access and equity practices. • The department will develop and implement a communications strategy which: • Promotes the new framework and principles • Raises awareness and understanding of the new Equal Opportunity Act 2010 among departmental staff Implementation Timeframe July – December 2013 Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 4 Ensure Services Delivered Meets Diverse Needs Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Lead Accountability Community and Executive Services 10

11. Delivering for All – Access and Equity in the Department of Human Services Actions Review sources of data relating to the diversity of DHS staff, including recommendations for: improving employment opportunities in DHS for people from diverse backgrounds, and monitoring levels of diversity among employees Objective of Action Any emerging discriminatory practices are identified and addressed at the earliest opportunity. The department encourages diversity in the workplace. • Understanding the diversity of our staff assists us cater for the needs of our people, and recognise where we may need to do more to attract people from different backgrounds to our organisation. • There is also a requirement under the Equal Opportunity Act 2010 to move beyond responding to complaints when they occur to actively considering where patterns of direct and indirect discrimination might emerge. • A key element of meeting this obligation is ensuring that staff data information is collected and reviewed in a way so that the department can: • Consider any appropriate ways to encourage greater diversity in the workplace. • Ensure emerging concerns about systemic discrimination can be addressed at the earliest opportunity. • The department will review sources of data relating to the diversity of DHS staff, and the department’s ability to identify where patterns of discrimination may be occurring. Implementation Timeframe 2013-14 priority Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 4 Ensure Services Delivered Meets Diverse Needs Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Lead Accountability Corporate Services Implement ways to survey staff on issues and experiences relating to diversity and discrimination. Objective of Action Training and support for staff on access and equity issues are effective and properly targeted to need. Receiving feedback from our staff about how they perceive the organisation’s commitment and obligations to access and equity will assist to better identify where we may need to focus our efforts to build a fair and diverse workplace. For example, the DHS bi-annual culture survey could be utilised to elicit staff feedback and attitudes towards access and equity issues. This could provide a basis for designing future training and communications strategies. Alternatively a stand alone survey could be administered that could look at auditing the department’s accessibility as an employer. The department will develop a process for evaluating whole of DHS workforce attitudes to and experiences of direct and indirect discrimination, and access and equity practices more broadly. Implementation Timeframe 2013-14 priority Lead Accountability Corporate Services 11

12. Delivering for All – Access and Equity in the Department of Human Services Actions Review the effectiveness of data collection relating to outcomes for clients from diverse backgrounds Objective of Action The department has a strong understanding of outcomes among CALD clients which informs approaches to client-centred service practices. Good data collection assists in ensuring that our services achieve outcomes that do not vary in effectiveness depending on cultural or diverse backgrounds of clients. The Protecting Victoria’s Vulnerable Children inquiry report noted issues with the availability of data on CALD clients. The Government has also requested community feedback on how we can more effectively measure the effectiveness of Government policy and service provision as part of the Vision for Citizenship in a Multicultural Victoria. As part of our cultural diversity planning, the department will review and consider options for improving the sources of data available relating to client outcomes for clients from CALD backgrounds. Implementation Timeframe 2013-14 priority Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 4 Ensure Services Delivered Meets Diverse Needs Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Lead Accountability Community and Executive Services Consider ways to drive improvements in the accessibility of DHS locations Objective of Action The department regularly reviews and addresses physical accessibility issues, and includes them in its infrastructure planning. A full understanding of where improvements in accessibility are required can support future infrastructure and accommodation planning, raise awareness of accessibility issues, and allow for adjustments to be made at the local level. Communication and information accessibility can also impact on the capacity for people with a disability to obtain the services, facilities or resources that they require. The department will develop options for reviewing the physical accessibility of DHS locations. Together with the review of the department’s policy on the use of translating and interpreting services and the other action in relation to increasing the accessibility of departmental information, this framework will seek to promote better overall access to departmental services for people with a disability. Implementation Timeframe 2014-15 priority Lead Accountability Corporate Services 12

13. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Expand existing references to the Charter of Human Rights and Responsibilities Act 2006 in Performance, Progression and Development Plan templates to include access and equity principles Objective of Action Our workforce is committed to improving its awareness and competency in meeting access and equity obligations. Including references to the Charter of Human Rights and Responsibilities Act 2006 in staff Performance, Progression and Development Plans (PPD) played an important role in raising awareness of staff’s human rights obligations. The department will revise the PPD template to encompass access and equity principles. This will assist in raising broader staff awareness of the department’s access and equity principles, broader legislative obligations and encourage staff to think about how to incorporate them into work practice. It will also assist staff to consider their own professional responsibility to contribute to equity and rights, facilitate conversation between staff and managers, and understand how their work can contribute to the department improving its access and equity practices. Implementation Timeframe Changes finalised for 2013-14 PPD cycle Lead Accountability Corporate Services Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 4 Ensure Services Delivered Meets Diverse Needs Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Incorporate modules on the positive duty obligations under the Equal Opportunity Act 2010 in staff and manager development Objective of Action Broad awareness within the department of the positive duty obligations under the Equal Opportunity Act 2010 The positive duty obligation is relatively new. It will require staff, managers and executives in the department to fully understand the meaning of discrimination under the Equal Opportunity Act 2010 and be aware that they have an obligation to actively identify where discriminatory practices may be occurring. DHS staff should be provided with consistent policy advice about the Act, and other relevant policies and legislative requirements. The department’s induction training is currently under review, and this provides the opportunity for training modules to be reviewed or introduced. The department will include training on obligations under the Equal Opportunity Act 2010 into three training modules for DHS staff. Implementation Timeframe 2013-14 priority Lead Accountability Corporate Services 13

14. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Improve staff and funded sector awareness of and access to diversity and equity resources Objective of Action Departmental and funded agency staff have knowledge of readily accessible and practical diversity and equity resources. • A broad range of resources exist both within and outside DHS that can assist in improving diversity competency and understanding of equity issues. For example, the Victorian Equal Opportunity and Human Rights Commission website provides comprehensive resources and information regarding human rights and equal opportunity legislation. In addition, under this plan the department will review and revise current access and equity resources such as the cultural diversity guide and language services policy. • The department’s communication strategy will incorporate: • The need for widespread staff understanding of how and when it needs to consider or refer to access and equity materials (for example, when translating or interpreting services are required), and • Providing leadership and support for funded services in accessing material to assist them to build on existing access and equity practices. Implementation Timeframe 2014-15 priority Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Focus Area 4 Ensure Services Delivered Meets Diverse Needs Lead Accountability Community and Executive Services Celebrate diversity at local area levels through a calendar of events, and ensuring positive representations of diverse groups in DHS publications Objective of Action The department is committed to a workforce which is diverse and encourage engagement in access and equity issues. • A regular program of events can help maintain awareness of the valuable contribution people from all backgrounds bring to our community. It is also an opportunity to raise the level of understanding of complex issues that may arise when working with people from different cultures or with different needs. • The department will continue to encourage local events and initiatives which celebrate diversity, reflect on human rights achievements and challenges, and promote positive representations of people from diverse backgrounds. This may include: • a review of the DHS image bank to identify diverse groups who are not represented, and include these people in future photo shoots • the establishment of a calendar of events • building a network of local access and equity champions Implementation Timeframe 2014-15 priority Lead Accountability Community and Executive Services 14

15. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Strengthen employment pathways for people with a disability and improve the department’s employment and retention of people with a disability Objective of Action The department encourages and promotes diversity in the workplace. • The department will review the level of support for employees with disabilities. This will inform planning in relation to encouraging sustainable employment opportunities. • Issues should include: • The promotion of the Disability Employment Advisory Services (DEAS) as a resource to support staff with a disability • A review of DEAS to coincide with the end of the DEAS contract and future options • Encouraging DHS units to accept work experience students with disabilities • Encourage increased diversity (and representation of people with a disability) on boards and committees • If service agreements could be used to promote access and equity (such as the uptake of disability action planning) • Options for the DHS Board and executives to provide mentoring opportunities to people from diverse backgrounds. Implementation Timeframe 2014-15 priority Lead Accountability Community and Executive Services Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 4 Ensure Services Delivered Meets Diverse Needs Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Focus Area 1 Embedding Good Practice in New Ways of Working 15

16. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Review language services to ensure the service delivery model maximises access, efficiency and responsiveness to need Objective of Action A language services system which is responsive to client needs and prioritises available resources. The department is reviewing the provision of language services including how to implement a consistent, streamlined system for quality language services accessed by departmental staff and funded agencies in a way which complements the new organisational structure and service reform priorities. Implementation Timeframe By July 2013 Lead Accountability Service Design and Implementation Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 4 Ensure Services Delivered Meets Diverse Needs Objective of Action A new Language Services Policy that is easy to understand and is consistent with the organisations obligations under the Equal Opportunity Act 2010. Review and update the department’s policy on the use of translating and interpreting services • The department will review its language services policy to ensure that it: • Reflects current organisational structure and service reform directions • Is consistent with broader Victorian Government multicultural and language services policy, practices and priorities • Provides sufficient guidance and support to funded agencies in providing support for clients from non-English speaking backgrounds and those who are Deaf for whom AUSLAN is their first language. Implementation Timeframe 2013 Lead Accountability Service Design and Implementation 16 Implementation Timeframe 2014-15 priority Lead Accountability Policy and Strategy

17. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Provide accessible information and communication that takes into account the needs of people with a disability Objective of Action Departmental information and communication is accessible Accessing information can be difficult for some people with a disability and careful consideration needs to be given to how the department can make its information more accessible. The department will review its current communication practices and identify ways to make its communication more accessible for people with a disability including through use of accessible formats, readable print and compliance with AA or AAA web standards. Implementation Timeframe 2013-14 priority Lead Accountability Community and Executive Services Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 4 Ensure Services Delivered Meets Diverse Needs Review and update the department’s cultural diversity guide Objective of Action An updated Cultural Diversity Guide which is easy to understand and provides practice support for staff in the department and funded agencies. • The Cultural diversity guide assists programs and agencies by; • supporting the human services system to meet its obligations under Whole-of-Government reporting on responsiveness to cultural diversity • identifying available strategies to improve cultural responsiveness and effect cultural change • illustrating the different strategies and levers with examples of good multicultural practice that already occur across the human services system • providing guidance on additional resources and supports for programs and agencies in managing cultural diversity. • The department will review and update the existing guide so that it: • Reflects current organisational structure and service reform directions • Is consistent with broader Victorian Government multicultural and language services policy, practices and priorities • Provides sufficient guidance and support to funded agencies in providing support for clients from non-English speaking backgrounds. Implementation Timeframe 2014-15 priority Lead Accountability Service Design and Implementation 17

18. Delivering for All – Access and Equity in the Department of Human Services Proposed Actions Improve support for service delivery partners to improve diversity competency as part of the human services sector reform The department will work in partnership with the funded sector to consider ways to help improve diversity competency as part of the department’s ongoing work with the human services sector on service delivery reform. The Office for Youth, the Office for Disability, and the Office for Women’s Affairs will continue to drive and support whole of Victorian Government policy in these areas - for example by supporting and encouraging partner agencies to produce disability action plans. The department will also consider ways, including through resources such as the cultural diversity and language services guides, to provide leadership to non-government agencies in building on current access and equity practices. This could include promoting diversity accreditation or auditing programs provided by the community sector, including the Rainbow Tick accreditation program through Gay and Lesbian Health Victoria, and the Communication Accessibility Audit offered by Scope, or promotion of resources, training sessions or cultural events. Objective of Action The department provides leadership and support for the service sector in improving access and equity practices. Implementation Timeframe 2014-15 priority Lead Accountability Policy and Strategy Focus Area 1 Embedding Good Practice in New Ways of Working Focus Area 2 Build on Our Understanding of Organisational Diversity and Better Identify Discrimination Focus Area 3 Improve Organisational Diversity Competency and Practice Focus Area 4 Ensure Services Delivered Meets Diverse Needs Consider ways to receive feedback on the experience of people with a disability and other diverse groups accessing services Objective of Action Departmental services are responsive to need Understanding the user experience is crucial to knowing whether our efforts to ensure access and equity are effective. The department will look at ways of receiving continuous feedback on service delivery experiences. Implementation Timeframe 2015-16 priority Lead Accountability Service Design and Implementation and Divisions 18