The Department of Veterans’ Affairs is committed to providing CALD clients with equitable access to services, and ensuring that barriers for all clients in accessing services are effectively addressed.
3.1 Performance indicators and reporting: Department or agency to develop a set of Key Performance Indicators (KPIs) relating to engagement with, or outcomes of services to, culturally and linguistically diverse clients.
3.2 Feedback: Department or agency to have arrangements in place to ensure affected culturally and linguistically diverse communities are able to provide feedback on department or agency multicultural access and equity performance.
|3.1||Performance indicators and reporting
Within the life of this AMP the Department will commence work on developing a set of KPIs relating to multicultural engagement and services.
|Client and Communication Branch.||July 2014||Data on CALD groups within the Department’s client base (4.2) will have been collected and analysed enabling the Department to determine what KPIs are necessary.|
|KPIs will be determined by monitoring CALD trends within the DVA client base, but may include -
||Client and Communication Branch.||July 2015||KPIs in place, used to assess previous two years activity. .KPIs will be published on the DVA website as they are developed.|
The Department will create an email address and reporting functionality to enable cultural and linguistic diverse groups to offer feedback though the current feedback systems in place.
|Complaints feedback team||September 2013||Setup and monitor diversity email mailbox - firstname.lastname@example.org|
|The Department will also develop procedures to enable feedback relating to CALD issues to be tracked through the Department’s feedback system.||Complaints feedback team||July 2014
|Integration of diversity feedback into CMFS system witht he ability to track complaints regarding diversity issues
Full diversity feedback integration with existing feedback framework