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Housing NSW2

Published by the Department of Human Services – Housing NSW

This work is copyright. It may be produced in whole or in part for study or training purposes subject to the inclusion of an acknowledgement of the source. It may not be reproduced for commercial sale. Reproduction for purposes other than those indicated above requires written permission from Housing NSW.

March 2010

Housing NSW Commitment to Improving Service Delivery to Aboriginal People 3

Our Commitment

Housing NSW is committed to:

• treatingAboriginalpeoplewithdignityandrespect

• understandingthediversityofAboriginalculture

• respectingAboriginalfamilies,communitiesandresponsibilities

• givingAboriginalpeopleasayindecisions

• workingwithAboriginalcommunitiesandorganisations.

Aboriginal clients can expect from Housing NSW:

• thesamehousingopportunitiesasotherAustralians

• housingthatmeetsyourneedsandhelpsachieveyourgoals

• ahealthyandsecurelivingenvironment

• aprompt,professionalandunbiasedresponsefromskilled,helpfulstaff

• supportforsustainingyourtenancy

• reducedhomelessness,overcrowdingandhousingstress.

Aboriginal employees can expect from Housing NSW:

• asupportive,culturallyawareandflexibleworkenvironment

• yourcontributionandcommunityunderstandingisvaluedandsupported,andgivenavoiceindecision making

• rewardsforexcellenceandpromotiononthebasisofmerit

• employeediversitythatreflectstheprofileofourclientbase.

Housing NSW services will be:

• fairandaccessibletoall

• promptandefficient

• accurateandhonest

• privateandconfidential

• appropriateforyourneeds.

Housing NSW4


ForewordHousingNSWplaysanimportantpartinNSW’seffortstoimprovethelivesofAboriginalpeople,by improving their housing circumstances. Housing NSW is the single largest provider of housing products and services to Aboriginal people in the state. We work in partnership with other housing providers,includingtheAboriginalHousingOffice,whichplansandadministerstargetedAboriginalhousing programs.

Housing NSW’s main purpose is to help build a stronger community by providing housing solutions forpeopleinneed.Weaimtoensurethatthisaccesstoaffordable,safeandsustainablehousinghelps contribute to better social and economic participation for our clients.

Aboriginal people represent a high proportion of people who use social housing services and thereforeitisimportantthattheservicesweprovideareresponsive,accessible,andculturallyappropriate.

The Housing NSW Commitment to Improving Service Delivery to Aboriginal People sets out what we are doing to improve service outcomes and our priorities for Aboriginal clients and communities overthenextfiveyears.

TheactionplanthatsupportsourCommitmentistheresultofextensiveconsultationwithHousingNSWstaffandourexternalstakeholders.Wewillkeeponlisteningtothepeoplewhouseourservicesandusetheirfeedbacktorefinefutureplans.

OneofthebestwaysforustocontinueimprovingaccessandsustainablehousingoutcomesforAboriginal people is by building trusting relationships between mainstream social housing providers andtheAboriginalcommunitysector.Communityengagementhelpsustodevelopsensitive,place-based housing solutions and to work constructively together.

ThisCommitmentrenewsourdeterminationtolistenandlearnfromAboriginalpeople,torecognisetheimportantcontributiontheymaketoNSW,andtoofferfirst-rateservicethataddressesthediversity of individual Aboriginal people and their communities.

Mike Allen

ChiefExecutive Housing NSW

Housing NSW6


Closing the gap

Facts from 2006 Census

ThelifeexpectancyofAboriginalAustraliansisalmost20yearslessthanthatofthetotal Australian population.

Accordingtothe2006Census,Aboriginalpeopleinthelabourforcearethreetimesmorelikelythannon-Indigenouspeopletobeunemployed.

In2006,themeanaveragegrosshouseholdincomeforAboriginalpeoplewas$460perweek,comparedwith$740fornon-Indigenouspeople.

Nationally,Aboriginaladultsareinprisonat14timestherateofnon-Indigenouspeople.1

Aboriginal Australians2facesignificantdisadvantageincomparisontonon-AboriginalAustralians.The Overcoming Indigenous Disadvantage Report (2009) states that wide gaps remain in outcomes betweenAboriginalandnon-AboriginalAustraliansacrossanumberofkeyindicators,includingemployment,education,health,housing,accesstoservicesandinfrastructure,andincarcerationand adverse contact with the justice system.

The NSW Government is committed to addressing the disadvantage that Aboriginal people facetoday.However,thesegapsareevidenceofconsiderableneedforfurtherimprovementbygovernment agencies in delivering services to Aboriginal people. Safe and affordable housing provides a stable basis for social and economic participation that will help close the gap between Aboriginalandnon-Aboriginalpeople.

• Higherratesofhomelessness – AboriginalpeopleinNSWexperiencehomelessnessatarateof110per10,000people,comparedto40per10,000peopleinthenon-Aboriginalpopulation.3

• Overcrowdedhousing – AboriginalhouseholdsinurbanNSWexperienceovercrowdingatoverdoubletherateofnon-Aboriginalhouseholds.AboriginalhouseholdsinremoteNSWexperienceovercrowdingatseventimestherateofnon-Aboriginalhouseholds.4

• High incidence of affordability stress –Aswithlow-incomehouseholdsinthegeneralpopulation,thereisplentyofhousingaffordabilitystress5amonglow-incomeAboriginalhouseholds.InNSW,64percentoflow-incomeAboriginalhouseholdsinprivaterentalhousingare in affordability stress.

• Lower rates of home ownership – Around 36 percent of NSW’s Aboriginal households are eitherbuyingorowntheirhome,comparedto67percentofthetotalNSWpopulation.6

• Greater reliance on social housing –Nearlyone-thirdofNSW’sAboriginalhouseholdsliveinsocialhousing,comparedtosixpercentofnon-Aboriginalhouseholds.

NSWcurrentlyhasthelargestnumber(153,454)andproportion(29%)ofAboriginalpeopleinAustralia,mostlylivinginurbanandregionalareas.NSWhasadifferentpolicyandservicedeliverychallenge than other states delivering services in remote areas.

1 ABS Census 2006 data

2 The term ‘Aboriginal’ refers to both Aboriginal people and people from the Torres Strait Islands in this document.

3 ABS (2001) Counting the Homeless.

4 ABSCensus2006data.Almost5,000AboriginalhouseholdsinurbanNSWexperienceovercrowdingandjustfewerthan

300AboriginalhouseholdsinremoteNSWexperienceovercrowding.

5 ‘Housingaffordabilitystress’:definedaslow-incomehouseholds(withequivalisedhouseholdincomeslessthan80

percent of the median) spending more than 30 percent of their income on housing payments.

6 ABS Census 2006 data.

Housing NSW8

Can housing help?Housingplaysafundamentalroleinovercomingdisadvantage,asacornerstonetoasafeandsecure lifestyle.

• Health and education – Housing is a determinant of Aboriginal health and wellbeing. The Overcoming Indigenous Disadvantage report recognises that reducing overcrowding can improve school performance. Research shows that access to public housing can have a positive impact on the educational outcomes of children and young people.7

• Community safety – Research indicates that the provision of stable housing and appropriate supportservicescanreducetheriskofre-offending.

• Family violence – Addressing family violence requires a holistic response. The Overcoming Indigenous Disadvantage report also recognises that reducing overcrowding can help reduce substance abuse and family violence.

What role does Housing NSW play?HousingNSWprovidespublichousingtoalmost10,000AboriginalhouseholdsinNSW.Inaddition,HousingNSWmanagesover4,000propertiestenantedbyAboriginalhouseholdsonbehalfoftheAboriginalHousingOffice.Wealsofundandregulatethemainstreamcommunityhousingsector,whichcurrentlyhousesalmost1,000Aboriginalhouseholds.

We make a difference• – We are committed to making a sustainable difference to social outcomes. We are committed to achieving this with fairness and integrity. We aim to make our actionssocially,economicallyandenvironmentallysustainable.

We help• – We are committed to helping people in need. We try to understand and respond compassionately to our client’s circumstances. We empower people to make informed decisions.

We work together• –Wearecommittedtotreatingeveryonewithrespect–eachother,ourclients,ourpartnersandthebroadercommunity.Weworkasateam,whilerememberingthatweareindividuallyaccountable.Weworktowardsfindingpracticalandaffordablesolutions.

We are part of the community• – We are committed to serving and strengthening the community. We aim to work with our partners.

Our service delivery

WereflectthesevaluesindeliveringservicesandhousingtoAboriginalpeopleby:

acknowledgingAboriginalpeople’suniquepositionasAustralia’sfirstpeoples,andtheunique•contribution that Aboriginal people make within Australia

recognisingandvaluingAboriginalpeopleasakeycommunitygroup,andalsoasindividuals,to•whom we deliver and provide services

working together with Aboriginal communities and organisations to ensure that Aboriginal •people’s needs and aspirations and the key considerations that affect Aboriginal people are addressed

recognisingthatAboriginalpeopleareasignificantpriorityclientpopulation,andaimingto•provide quality housing services to them.

7 SCRGSP(SteeringCommitteefortheReviewofGovernmentServiceProvision),Report on Government Services 2007,

ProductivityCommission,Canberra.


AboriginalclientscanexpectthatHousingNSWwilloffer:

sensitivity,awarenessandunderstandingoftheirfamilyandcommunitystructureandother•factors that impact housing needs and services

appropriateserviceandengagementbystaff,andtobetreatedwithdignityandrespectbyall•staff at all times.

Our commitmentHousing NSW’s Commitment to Improving Service Delivery to Aboriginal Peopleisafive-yearprogram to ensure that Aboriginal people in NSW:

have access to housing products that meet their needs and aspirations •

are supported with appropriate integrated housing responses•

have the help of skilled and competent Housing NSW staff•

prefer Housing NSW as an employer•

participateindecision-makingandhousingsolutionsdevelopment•

sustain their tenancies and enjoy a healthy living environment•

experiencelesshomelessness,overcrowding,andhousingaffordabilitystress.•

The Commitment has been created from ideas raised at the Housing NSW Aboriginal Staff Gatheringandextensiveconsultationhasbeenundertakeninitsdrafting.HousingNSW’sclientservice housing management policies were reviewed for their cultural appropriateness for Aboriginal people,andwehavealsoconsideredthecommentsandrecommendationsmadein that review.

This statement of our Commitment to Improving Service Delivery to Aboriginal People is intended to acknowledge that Housing NSW has an important role to play in addressing the past and current disadvantage of Aboriginal people by improving their access to sustainable housing. The Commitmentreflectsourdesiretoensurethataculturallyappropriateserviceisoffered,thestrengthofcultureisrecognisedandthatAboriginalpeople,whethertheyareclientsoremployees,arealways treated with respect and dignity by Housing NSW.

The Commitment and its related action plans will also show how Housing NSW priorities and resources will be directed in relation to supporting Aboriginal people within the social housing systemoverthefiveyearsto2014.

Action plans put our Commitment to work

AnactionplanhasbeendevelopedforthefirstyearoftheCommitment(2010).Thisplanwillbereviewedin2011;someactionswillcontinueandsomenewactionswillbedevelopedeachyear,foratotaloffiveyears.EachactionplanwillspelloutHousingNSW’sstrategiesforimprovingservicedeliverytoAboriginalclients,emphasisingoneormoreofourclient-focusedoutcomesoutlinedabove to ensure that we continue to meet the Commitment.

Housing NSW10

Reviewing and reporting on the CommitmentHousing NSW’s Commitment to Improving Service Delivery to Aboriginal People will be put into practicethroughactionplansthatemphasiseclient-focusedoutcomes.

Thedevelopment,implementation,monitoringandevaluationoftheactionplanswillbeoverseenbya Housing NSW monitoring group that meets regularly.

Housing NSW will review its Commitment to Improving Service Delivery to Aboriginal People and the 2010 action plan to inform the way we develop actions in future years. Housing NSW is currently developing an evaluation framework that will be used to assess the annual action plans’ effectiveness in delivering results for clients.

Progress reporting will be integrated into business planning and reporting processes to establish baseline data in key outcome areas. This baseline data can be used to set future targets and inform actionplanningbeyond2010,andinformfutureevaluationandinvestments.

Housing NSW will also report publicly on the action plans in its Annual Report.

Ifyouwouldliketoofferfeedback,findoutmoreordiscussHousingissues,visityourlocalHousingNSWoffice,contacttheAboriginalServiceImprovementUnitbyphoneon87538829orvisit www.housing.nsw.gov.au.

Other Aboriginal housing initiativesTheNSWGovernmentiscommittedtoimprovingoutcomesforAboriginalAustralians,asoutlinedinthe State Plan and Two Ways Together.

Two Ways Together isa10-yearplan(2003-2012)todeveloppartnershipsbetweenAboriginalAustraliansandGovernmenttoimprovethesocial,economic,culturalandemotionalwellbeingofAboriginal people. Housing NSW is an active partner in meeting the state’s objectives.

The National Affordable Housing Agreement (between the Commonwealth and state governments) includesimprovedaccessbyAboriginalpeopletomainstreamhousingasapriority,andaimstoachievethefollowingspecificoutcomesforAboriginalpeople:

• thesamehousingopportunitiesasotherAustralians,inrelationtohomelessnessservices,housingrental,housingpurchase,andaccesstohousingthroughanefficientandresponsivehousing market

• improvedhousingamenityandreducedovercrowding,particularlyinremoteareasanddiscretecommunities.

The National Partnership on Homelessness recognises that a reduction in homelessness requires targetingkeygroups,includingAboriginalAustralians.

The Remote Indigenous Housing National Partnership provides funding for housing for Indigenous peopletoaddressovercrowding,poorhousingconditionandseverehousingshortageinremoteIndigenous communities.


Housing NSW plans and policies

OtherpoliciesandinitiativesthatsupportbetterresultsforHousingNSW’sAboriginalclientsinclude:

Planning for the Future: Community Housing 2007/08 to 2012/13• ,whichaimstoincreasethecommunity housing sector’s contribution to meeting Aboriginal housing needs.

Aboriginal Access Strategy,• which wasdeveloped in partnership with the Aboriginal Housing Office,aimstoincreaseAboriginalaccesstomainstreamcommunityhousing.

New Direction in Building Stronger Communities 2008–11• ,which improveshomes,publicspacesandaccesstoservices,trainingandemploymentforsocialhousingtenantsinsevenprioritylocations;threeofthesehavesignificantAboriginalpopulations(MtDruitt,Dubbo,Bathurst)

Housing NSW Aboriginal Employment Strategy, • which improves workforce outcomes for Aboriginal people; sets a target of seven percent Aboriginal employment across the organisation (reflectingtheprofileofourclientbase)

Housing NSW Aboriginal Reference Group –• Aboriginal staff members advise on strategies to improve service delivery to Aboriginal clients; organise an annual Aboriginal Staff Gathering to stimulate discussion and identify ways to improve Aboriginal service delivery

Housing NSW Aboriginal Service Improvement Unit – • improves housing outcomes for Aboriginal peoplebyprovidingdedicatedAboriginalanalysisandcontributingtohousingpolicy,operationsand services

Social Housing Tenants Advisory Committee – • a state-widegroupthatenablesactiveconsultation with clients; three designated Aboriginal positions

Memorandum of Understanding between Housing NSW and the Aboriginal Housing Office• – a frameworkforcoordinatingmainstreamandAboriginal-specifichousingserviceplanning,policyandprogramdevelopment,andassetmanagement.

Housing NSW12

Action plan 2010Each annual action plan prepared under the Commitment to Improving Service Delivery to Aboriginal Peoplewilladdressoneortwooutcomeareasatatime,ensuringthatHousingNSWisconcentratingourattentionandresourcestodeliversignificantandmeasurableresultsforAboriginalclients and employees.

Thefirstannualactionplan(2010)focusesonpreventionandearlyinterventionapproachestosustainingtenancies,andonstrategiestoimprovetheculturalappropriatenessofHousingNSW’sservice delivery.

Strategies for sustaining tenancies

• ExamineAboriginaltenanciestoidentifyrisk factors or key points in the system that triggeranexitfromhousing.

• Researchsuccessfuljurisdictionalstrategiesthat support and sustain tenancies and determine appropriate use for Aboriginal tenants.

• IdentifylocationswithhighturnoverofAboriginal tenancies to determine reasons forAboriginalpeopleexitingHousingNSWservices so it can inform the development of strategies to better sustain their tenancies.

• Identifylocationswherepartnershipprojects (involving Aboriginal people and organisations)shouldbedeveloped,focusing on early intervention. These projectsshouldbebasedonexperiencesof current relevant shared access trials and other partnership projects.

• DevelopinitiativesandprojectpartnershipsthattargetAboriginalpeoplewithcomplexneeds to help sustain tenancies. Initiatives willbebasedonevidencefromexistingpartner projects.

• ReviewandrenewtheMemorandum of Understanding between Housing NSW and the Aboriginal Housing Office to improve service delivery.

• WorkinpartnershipwiththeHomelessnessUnittoidentifyeffectiveresponsestoAboriginal homelessness caused by overcrowding,researchingtheissueinremote locations and across tenure types.

• WorkinpartnershipwiththeHomelessnessUnittodevelopmulti-agencyservicedeliverydischarge plans for Aboriginal people leaving custodyorhealthfacilities,includingexitsinto social housing and provision of support.

Strategies for improving service

• FinalisereviewofCorporateAboriginalEmployment Strategy.

• FindnewwaystoencourageAboriginalpeople to work in Housing NSW.

• ReviewcurrentstrategiesusedtoassistAboriginal staff meet their career aspirations andhowtheidentifiedandtargetedpositions or other barriers approach assist/impede this process.

• Developandimplementimprovementplansforallclientservicestafftorecognise,affirmand foster organisational competence in improving service to Aboriginal Australians.

• Implement(Stage1)HealthyBoundariesproject that will help Aboriginal staff meet theirworkresponsibilities,particularlywherethey are employed in locations within their own communities.

• DevelopAboriginalemploymentrecruitmentand retention commitments and action plans for each of Housing NSW’s divisional areas.


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Housing NSW14

Notes

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