Service Connection and Integrated Case Management in Schools
WaggaWagga Pilot
DESCRIPTION
Context:
The local community have identified the need to work collaboratively across agencies
and government sectors to address the impacts of young people disengaged from
education.
This pilot has been developed to identify needs forfamilies, young people and
agencies in the Wagga Waggacommunity to establish local strategies to manage the
issue of young people disengaged from education.
Purpose:
Aim:
The purpose of this pilot is to;

trial the role of a Service Connector to coordinate services around a Family
Based Integrated Case Management Model instigated by the local school
and the Family Referral Service.

improve student engagement, attendance and participation by providing
support to families and the community to ensure students come to school
regularly, engage with the curriculum and behave appropriately.
This pilot aims to establish and trial strategies, interventions and family based
integrated case management to improve student attendance, engagement and
participation by;

Building stronger relationships between education providers, human services
sector, government and non-government agencies, young people, parents
and families.

Increase understanding of current practices maintained by each sector to
ensure improved outcomes for young people at risk

Building capacity within schools and other government and non-government
agencies to provide a collaborative response to school attendance,
engagement and participation

Identifying students at risk of not achieving educational outcomes through
non-attendance, disengaging from the school curriculum and/or
demonstrating challenging behaviours.

Identifying family and community issues that impact on student attendance,
engagement and participation (behaviour)at school.

Investigating and supporting parent/carer involvement, needs, strengths and
capacity to meet their statutory and parental obligations.

Establishing a family service support profile as opposed to an isolated
student profile within education.

Develop and deliver a coordinated and integrated family based case
management plan.
Process:
Development and Endorsement of Strategic Plan by Strategic Partnership Group
Identify and
assess student
at risk with
MRG and other
relevant
information
including
suspensions
Allocated
Above
ROSH
Below
ROSH
Report
CS
Contac
t DEC
CS to Case Manage
No ICM required
managed by FRS
Not Allocated
SC Formulate ICM
Team
REFER to FRS
CWU
Service Connector
•Supports Identification of Student at
Risk
• Navigate Service System
• Connect families to services
• Construct ICM Team
• Initiate and nurture relationships
between agencies.
• Chair ICM Meetings
• Build agreement around the
collaborative vision for the family,.
services and the wider community
•Monitor and support ICM Team
actions
• Nurture connections and
relationships between agencies.
• Monitor and Review ICM Process
• Communicate / Report to SPG
SC to Commence
ICM Process in
School
Monitor
and
Review
CM Plan
Monitor
and
Review
Process
Reporting Line
Pilot Indicators:
The pilot indicators are as follows. These indicators will be used in
the evaluation process.

Student Referral – to be evaluated by FRS against NSW Health
funding specifications.

Family / Student Engagement in the SCICM Process (dependant
on individual cases;
o
o
o
o
o

Integrated Case Management Process
o
o

Satisfaction rate of agencies involved in the strategic
decision-making process and activities of the SPG.
Service Connector Role
o
o
Governance:
Success rate of case management outcomes for student
and family.
Satisfaction rate of agencies involved in agency
coordination and the development and delivery of the
case management plan.
Agency Collaboration at the SPG level
o

Number of parents prepared to accept service
coordination and Family Integrated Case Management.
Feedback from parents at the end of the pilot period.
Attendance data for each student demonstrates
improved attendance.
Suspension data for each student demonstrates
decreased suspensions.
Behaviour data generated in each school demonstrates
improved participation and behaviour within the pilot
period.
Satisfaction rate of agencies involved in the SPG,
agency coordination and the development and delivery of
the case management plan.
Satisfaction of agencies with the integrated case
management meeting process.
The Strategic Partnership Group (SPG) will develop, oversee and
evaluate the pilot through the following operations (See ToR);


Endorse the development of the Service Connection
and Integrated Case Management (SCICM) Action
Planincorporating the MOU between Family and
Community Services, Education and Communities and
Relationships Australia,and the funding specifications
outlined by NSW Health for the Family Referral Service
delivery in the Wagga community.
Endorse the development of the evaluation criteria and
strategy to assess the pilot.
Relationships Australia (RA)(See MOU) will;




Administrate, manage and implement all aspects of the
Family Referral Service.
Supervise and administrate staffing and funding
obligations to provide the role of the Service Connector.
Develop and implement the SCICM Action Plan.
Evaluate the SCICM process and effectiveness as
members of the SPG and provider of the Service
Connector position.
Family and Community Services (FACS)through the Keep Them
Safe Regional Project Manager (KTS RPM) will;





Provide Secretariat support to the SPG.
Develop the SCICM Action Planas members of the SPG.
Provide support to RA to implement and evaluate the
SCICM Action Plan and provide support to the Service
Connector.
In consultation with the SPG and RA coordinate and
support Training and Development as per the SCICM
Action Plan – Capacity Building Opportunities for the
agencies involved.
Evaluate the SCICM process and effectiveness as
member of the SPG and in consultation with RA.
Department of Education and Communities (DEC) will;




Develop the SCICM Action Planas members of the SPG.
Provide a meeting place for the FRS and the L&ST
meetings.
Implement the SCICM Action Plan in accordance to
individual school needs and cases referred to the FRS.
Evaluate the SCICM process and effectiveness as
members of the SPG.
Evaluation Strategies:
This pilot will be evaluated by assessing data and using anecdotal records for each of the pilot indicators listed below.
Category
Indicator(s)
Strategies
Current
Data Set
Post Data
Set
Family / Student Engagement in the SCICM Process (dependant on individual cases);
o
o
o
o
o





Number of parents prepared to accept service coordination and Family Integrated Case Management.
Feedback from parents at the end of the pilot period.
Attendance data for each student demonstrates improved attendance.
Suspension data for each student demonstrates decreased suspensions.
Behaviour data generated in each school demonstrates improved participation and behaviour within the pilot period.
Collect Attendance Data pre and post pilot period as is appropriate to case management plan.
Collect Suspension Data pre and post pilot period as is appropriate to case management plan.
Collect Behaviour Data pre and post pilot period as is appropriate to case management plan.
Collect and analyse data of parents accepting the service offered.
Survey / interview parents that refused service and whom were involved in the pilot (by FRS and
KTS RPM).
Observations / Analysis
Comments
Category
Indicator(s)
Integrated Case Management Process
o Success rate of case management outcomes for student and family.
o Satisfaction rate of agencies involved in agency coordination and the development and delivery of the case
management plan with service connector coordination.


Strategies



Current
Data Set
Post Data
Set
Evaluate success rate of each case management plan through analysis of achieved outcomes for
the student and the family.
Survey and interview agency personnel involved in the process ofagency coordination and
development and delivery of the case management plan.
Survey and interview agency involvement and commitment without the function of a “Lead
Agency”
Observations and anecdotal records of agency involvement in the integrated case management
process.
Collection of feedback from agencies after having attended an integrated case management plan
meeting.
Observations / Analysis
Comments
Category
Agency Collaboration at the SPG level
Indicator(s)
o Satisfaction rate of agencies involved in the strategic decision-making process and activities of the SPG
Strategies

Current
Data Set
Post Data
Set
Survey and interview agency personnel involved in the Strategic Partnership Group
Observations / Analysis
Comments
Category
Service Connector Role
o
Indicator(s)
o
Strategies
Current
Data Set
Post Data
Set

Satisfaction rate of agencies involved in the SPG, agency coordination and the development and delivery of the
case management plan.
Satisfaction of agencies with the integrated case management meeting process.
Survey and interview agency personnel involved in the process of strategic decision-making,
agency coordination and development and delivery of the case management plan.
Observations / Analysis
Comments