Homeless Persons Information Queensland

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Homeless Persons Information Queensland
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Smart Service Queensland

• Smart Service Queensland (SSQ) is the front door
  to the Queensland Government
• SSQ delivers over 200 services via multiple
  channels
• .

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Homeless Persons Information Queensland (HPIQ)

• HPIQ is a funded by the Department of Communities
• The purpose of the HPIQ service is to provide
  telephone information and referrals for people
  experiencing homelessness

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Homeless Persons Information Queensland (HPIQ)

• The HPIQ service is delivered through two tiers
• 1st Tier Customer Service Advisors
• 2nd Tier Professional Support Officers

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Homeless Persons Information Queensland (HPIQ)

• HPIQ has three protocol agreements with
  homelessness services providers to undertake
  initial assessment and referrals on behalf of
  callers.
• One of these protocols is with Ipswich
  Independent Youth Service

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Homeless Persons Information Queensland (HPIQ)

• Potential referrals are identified through
  scripting to enable calls from young people to be
  escalated to Professional Support Officers to
  undertake assessments

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Homeless Persons Information Queensland (HPIQ)

• Elements of assessment and referral as part of a
  phone service
• Engagement with the caller
• Explaining the service to the caller
• Eliciting information from the caller

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Homeless Persons Information Queensland (HPIQ)

• Elements of assessment and referral as part of a
  phone service
• Understanding the requirements of the
  homelessness service provider
• Why the information is required
• Ability to match the caller to the service

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Homeless Persons Information Queensland (HPIQ)

• Elements of assessment and referral as part of a
  phone service
• Candid advice to caller and service if not
  appropriate match
• Respectful of service provider having final
  decision

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Homeless Persons Information Queensland (HPIQ)

• Elements of assessment and referral as part of a
  phone service
• Ensuring other accommodation and support options
  are followed up if assessment does not proceed or
  referral not accepted