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7/28/2019 the Emergency Relief Handbook
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%MERGENCY2ELIEF(ANDBOOK
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!USTRALIAN
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#OT
ENTS
I !CKNOWLEDGMENTS
II 4ERMSANDDElNITIONS
III )NTRODUCTIONIV???? (OWTOUSETHIS(ANDBOOK
V ???? 7HATSNEWINTHISEDITION
0ART'ENERAL)NFORMATION
7HATIS%2
???? 7HYDOPEOPLENEED%2
???? !TTITUDESANDAPPROACHESTOPOVERTY
???? 7HOPROVIDES%2
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???? 3TATE!DVISORY#OMMITTEES
?? )SSUESFORSERVICES
0ART!'UIDEFOR7ORKERS
AND6OLUNTEERS
/RIENTATION
?? !NOVERVIEWOFHOWYOURAGENCYWORKS
?? /RIENTATION4RAINING%XERCISE
?? 4RAINING
?? 9OURORGANISATIONS%2POLICIESAND
PROCEDURES
'UIDINGPRINCIPLESANDSTANDARDS
?? 7HYSTANDARDS
?? 6ALUESANDATTITUDES4RAINING%XERCISE
?? 5NDERSTANDINGYOURCLIENTSRIGHTS
4HEROLEOFTHE%2WORKER
?? #LIENTS%27ORKERSAND%MPATHY
4RAINING%XERCISE
?? 0RIVACY
?? !SSESSING#LIENTS
?? #LIENT!SSESSMENT)4RAINING%XERCISE
?? $ISCRIMINATION4RAINING%XERCISE
?? %2AND$IVERSITYIN#OMMUNITY
?? 7ORKINGWITH)NDIGENOUSANDOTHERCLIENTS
4RAININGEXERCISES
?? !SSISTINGNON%NGLISHSPEAKINGCLIENTS
?? !SSISTINGPEOPLEWITHCOMMUNICATION
DISABILITIES
?? )NTERVIEWS
?? )NTERVIEWS4RAINING%XERCISE
?? #LIENT!SSESSMENT))4RAINING%XERCISES
?? 7HEREDOES%2STARTANDEND
?? 2EFERRAL)4RAINING%XERCISE
?? (OMEVISITS
?? .ETWORKINGFORWORKERS
?? 2EFERRALS
?? 2EFERRALS))4RAINING%XERCISE
?? !DVOCACYBYWORKERS
2ECEPTIONSTAFF
2EGIONALANDREMOTEPROVIDERSOF%2
3AFETYISSUESANDDIFlCULTINTERVIEWS
?? 3TAFFMEETINGS
0ART!'UIDEFOR-ANAGERS
!GENCY0OLICIES
?? 0HILOSOPHY
?? 0OLICIES
?? #LIENTSRIGHTS
?? !GENCYRESPONSIBILITIES
?? %20OLICY
? -ODELOFSERVICE
? $ESIGN)SSUES
? !DVOCACY
? 0ERSONNELISSUES
? 4RAINING
? 2EVIEWINGYOURSERVICES
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4HE#OMMONWEALTH%MERGENCY2ELIEF
0ROGRAM%20
? !DMINISTRATIVEOBLIGATIONSOFAGENCIES
? "ECOMINGAN%20!GENCY
#ENTRELINKPAYMENTSANDSERVICES
? 4HEPAYMENTS#ENTRELINKDELIVERS
? !DVANCE0AYMENTS
? !PPEALSPROCEDURESPRIVACYANDFREEDOM
OFINFORMATION
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.OTES
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!CKNOWLEDGMENTS
*USTASTHEINITIALWRITINGANDPRODUCTIONOFTHElRST(ANDBOOKINVOLVEDEXTENSIVE!USTRALIAWIDECONSULTATIONSOTOOHASTHEREVISIONWORKFORTHISRD%DITION4HEPROJECTALSOINVOLVED
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N ,ANIE#HOPPING0ROJECT/FlCER7!#/33
N 2HONDA4URLEY0ROJECT/FlCER,OW)NCOME3UPPORT0ROGRAM3!#/33
N ,INDA&ROW3ENIOR0OLICY/FlCER.#/33
N *ILL$AVIS%MERGENCY2ELIEF4RAINING0ROJECT.#/33
N !NGELA3AVAGE0OLICYAND2ESEARCH/FlCER6#/33
N *ANE!LLEY$IRECTOR.4#/33
N %MMA#ARLIN.4#/33AND.43HELTER
4HANKSTO6#/33ANDTHE,OCAL#OMMUNITY3ERVICES!SSOCIATIONFORPERMISSIONTOADAPTAND
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N ,EE$ICKSON#ENTRELINK
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ANDFORSUPPORTPROVIDEDINPREPARINGTHISEDITIONINCLUDINGMEETINGSOMEOFTHECOSTS
ASSOCIATEDWITHAMEETINGOFKEYSTAKEHOLDERSPROVIDINGANDCHECKINGRELEVANTINFORMATIONAND
SUPPORTFORDISTRIBUTION
!NUMBEROFOTHERINDIVIDUALSCONTRIBUTEDTOSPECIlCSPECIALISTAREASOFTHE(ANDBOOKWITHTHEIR
EXPERTISEAND!#/33WOULDALSOLIKETOSINCERELYTHANKALLAGENCYSTAFFANDMANAGERSFORGIVING
SOGENEROUSLYOFTHEIRTIMEANDEXPERTISEANDFORTHEIRCONTINUEDWORKINTHISDEMANDINGAREA
4HANKSALSOTOTHE.ATIONAL7ELFARE2IGHTS.ETWORK
4HANKSTO6ICKI7AGNER!#/330OLICY/FlCERFORMANAGEMENTOFTHEPROJECTANDEDITINGTHETEXT
AND0HILIP/$ONOGHUE!#/33$EPUTY$IRECTORFORSOMEEDITINGVALUABLEDIRECTIONADVICEAND
MANAGEMENTSUPPORTTHROUGHOUTTHEPROJECTASWELLAS'ILL7HANFORASSISTANCEINPROOFREADING
4HANKSTO0HILLIP"RIGGSOF!RTIXFORTHEDESIGNASPECTOFTHISEDITION
&INALLYASPECIALTHANKSTO#ENTRELINKFORSPONSORINGTHISEDITIONWITHOUTWHICHITWOULDNOTHAVE
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I
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4ERMSANDDElNITIONS
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N )NCOMESUPPORTPAYMENTSFORMERLYMADE
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7ORKPLACE2ELATIONSPAY#ENTRELINKTO
DELIVERPAYMENTSANDSERVICESONTHEIR
BEHALFTHROUGHCONTRACTUALARRANGEMENTS
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N !NYPERSONSEEKINGEMERGENCYRELIEFFROM
ANEMERGENCYRELIEFAGENCY
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N 4ODESCRIBEPEOPLEFROM#ULTURALLYAND
,INGUISTICALLY$IVERSEBACKGROUNDS
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N %MERGENCY2ELIEF
%2/RGANISATIONS!GENCIESN /RGANISATIONSINVOLVEDINTHEPROVISIONOF
EMERGENCYRELIEFWHICHMAYRECEIVE
FUNDINGFROMTHE&AMILYAND#OMMUNITY
3ERVICES
%20
N 4HE%MERGENCY2ELIEF0ROGRAMWHICH
PROVIDESFUNDINGTOORGANISATIONSTO
DISTRIBUTEEMERGENCYRELIEF
%23!#S
N !DVISORY#OMMITTEESINEACH3TATEAND
4ERRITORYESTABLISHEDBY&AMILYAND
#OMMUNITY3ERVICESTOASSISTWITHTHE
ADMINISTRATIONOFTHE%MERGENCY2ELIEF
0ROGRAM
&A#3
N !USTRALIAN'OVERNMENT$EPARTMENTOF
&AMILYAND#OMMUNITY3ERVICESTHE
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)NTRODUCTION
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III
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(OWTOUSETHIS(ANDBOOK
0ART'ENERALINFORMATION
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INFORMATIONFORUSEINSTAFFORIENTATIONORINSERVICETRAININGSESSIONS!GENCYMANAGERSSHOULDREFER
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IV
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7HATSNEWINTHISEDITION
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MEASURESINTRODUCEDTHATWILLBEOFINTERESTTO%2WORKERS4HESEAREDETAILEDTHROUGHOUTTHE(ANDBOOKANDNOTEDHERE4HEYINCLUDE
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0AR
T'ENERAL)NFORMATION
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N 9OUNGPEOPLEINLOWINCOMEHOUSEHOLDSFACEAMUCHHIGHERRISKOFPOVERTYTHANMIDDLEAGED
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