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“Bring Your Bills” An Alternate Model for Service Delivery Denis Nelthorpe

“Bring Your Bills” An Alternate Model for Service Delivery Denis Nelthorpe. Financial Counselling Australia Conference 2012. An Alternate Model for Service Delivery. Shop Front or Welfare Model Convenience of service providers or clients Efficiencies for providers not clients

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“Bring Your Bills” An Alternate Model for Service Delivery Denis Nelthorpe

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  1. “Bring Your Bills”An Alternate Model for Service DeliveryDenis Nelthorpe Financial Counselling Australia Conference 2012

  2. An Alternate Model for Service Delivery Shop Front or Welfare Model • Convenience of service providers or clients • Efficiencies for providers not clients • Clients need to self identify problem • Clients need to seek appointment • Most disadvantaged may not get assistance • One size fits all • Move towards specialist services + clinics • Move towards phone based advice • Consider new models – Bring Your Bills

  3. An Alternate Model for Service Delivery Different Communities – Different Needs • Newly arrived and refugee communities • Contracts for rental, energy and telco services • Problems with language, systems • Cultural Barriers to Access • Lack of language and cultural understanding • Fear of Authority • Fear of enforcement of rights

  4. An Alternate Model for Service Delivery What is a “Bring Your Bills” Day • A Community Event • A gathering of problem solvers • Service Providers, Gov’t Agencies and EDR Schemes • Community leaders and interpreters • Community Agencies • Financial Counselling agencies as facilitators not service providers

  5. An Alternate Model for Service Delivery • Goals • Early Intervention and prevention • Consumer Education – Do Not Knock + Do Not Call • Simple Solutions e.g Concessions sign up • Introduction to Services eg energy audits + efficiencies • Direct referral to service provider or EDR

  6. An Alternate Model for Service Delivery • Target Audience • Low income clients • Office of Housing Estates • Community Centres • Centrelink recipients • Newly arrived communities

  7. An Alternate Model for Service Delivery • What is Needed to Make it Work? • Weather, Time and Place • Involvement of local community agencies • Involvement of community leaders • Getting the word out • Results • Good day – 30-70 clients + Multiple Referrals • Bad Day – 0-5 + major frustration –not often

  8. An Alternate Model for Service Delivery Can You Do It? • Support - EWOV, TIO, Human Services • Support - service providers – energy + water • Support from Footscray CLC • Kit + Manual available today • Organiser available today • Ongoing support • Be Willing to Experiment with Service Delivery

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