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Responsiveness

As a service delivery organisation the Department of Veterans’ Affairs must respond effectively to the needs of all of its clients. In order to measure this effectiveness, feedback systems will be set up (3.2).

Minimum obligations

5.1 Standards: Any whole-of-government standards and guidelines developed by the department or agency must address multicultural access and equity considerations.

5.2 Policy, program and service delivery: Provision to ensure that policies, programs, community interactions and service delivery (whether in-house or outsourced) are effective for culturally and linguistically diverse communities.

5.3 Outsourced services: Where relevant, provision for incorporation of multicultural access and equity requirements into contracts, grant agreements and related guidance material of which the department or agency has carriage.

Responsiveness
  Action Responsibility Timeline Target
5.1 Standards
All whole-of-government standards* developed by the Department will include multicultural access and equity policy considerations.

The ABS Standards for Statistics on Cultural and Linguistic Diversity will be followed when collating data.

All areas, Client and Communication Branch to promote. July 2014 All whole of government standards developed by the Department will include multicultural access and equity policy considerations.

Implement standards for statistics regarding CALD group data

5.2 Policy, program and service delivery
Over the life of the Department’s first AMP it will develop a plan, based on data about its client base, to ensure policies, programs, community interactions and service delivery are delivered effectively to CALD communities.
All areas, Client and Communication Branch to promote. July 2014
Data on CALD groups within the Department’s client base (4.2) will have been collected and analysed.
July 2015
Plan implemented
Use data to determine any ‘problem areas’ for CALD support, and put in place provisions to fix these issues in the 2015 AMP.
5.3 Outsourced services
The Department will develop a plan to ensure CALD requirements are incorporated into contacts, grant agreements and related guidance material of which the agency has carriage. This will include the assessment of Departmental contracts to  determine which will need to take into account multicultural access and equity policies.
Contract Advisory Unit to promote – all areas to contribute and include in contracts if needed. December 2014

July 2015

Plan development will begin

Plan implemented

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