Introduction to the toolkit
This toolkit has been developed for providers of out-of-home care (OOHC) services, including foster care. It is also available for anyone who works with or supports young people in OOHC, including those who provide educational, legal or advocacy services.
It contains information to help you raise young people’s awareness of the services they can access from the NSW Ombudsman, including:
- the right of young people to make a complaint to the NSW Ombudsman, including about their OOHC provider
- the types of complaints the Ombudsman may be able to assist with
- how complaints can be made, and what to expect.
The toolkit also includes information about training available from the NSW Ombudsman for OOHC service providers and their staff. This training supports service providers to better handle complaints they may receive from young people in OOHC, and to understand the role of the NSW Ombudsman when complaints are escalated.
The toolkit
Videos - NSW Ombudsman and youth in out-of-home care
Video 1: Supporting youth in out-of-home care
A link to the above video is here, organisations and individuals are welcome to share it with your networks.
Video 2: Supporting youth in out-of-home care
A link to the above video is here, organisations and individuals are welcome to share it with your networks.
The following resources provide information that may also be useful for communicating or sharing with your networks:
Here are some suggested social media posts that make it easy to share the information about the NSW Ombudsman’s role in assisting young people in OOHC:
LinkedIn - Are you a young person or supporting a young person in out-of-home care (OOHC)? The @NSWOmbudsman is here to help. See the video for examples of things you can ask us about, or complain to us about.
Facebook - Are you a young person or supporting a young person in out-of-home care (OOHC)? The @NSWOmbudsman is here to help. See the video for examples of things you can ask us about, or complain to us about.
Distribute and hang these posters where young people in out-of-home care, or those who have an interest in their welfare, can easily scan to find more information about the NSW Ombudsman’s role in assisting young people in OOHC.
If you are interested in up-skilling in complaint handling, management, resolution, please consider one of the following NSW Ombudsman training courses:
Fundamentals of Complaint Handling
For frontline staff, supervisors or managers in public, community or private sector organisations who need to effectively handle customer complaints and engage with complainants.
Managing unreasonable conduct by a complainant
For supervisors and managers responsible for setting a complaint handling policy and strategy. If you are frontline staff and/or have not completed any training in complaint handling, we recommend you complete ‘Fundamentals of complaint handling’ before undertaking this course.
Effective Complaint Management Systems
Learn what an effective complaints management system looks like, and how to implement one in your organisation.
Available online here
Fact finding for complaint management
This course provides you with an understanding of the three stages of complaint handling, and the tools to conduct complex inquiries into a complaint.
Information on complaints about child protection and other child and family services is available here
Any person with a genuine interest can contact the Ombudsman to make a complaint about a service provided or funded by the NSW Department of Communities and Justice (DCJ).
The Ombudsman can consider complaints about:
- Services provided by DCJ, (formerly the Department of Family and Community Services (FACS)).
- Non-Government services for children and young people that are funded by DCJ, including foster care, residential out-of-home care and some early intervention services.
- Homelessness services funded by DCJ, including youth and women’s refuges.
- Community services funded by DCJ, such as family support services, domestic violence services and carer advocacy.
Steps and information on how to make a complaint available here. This page will help you understand the complaint process, including how to get help with making a complaint.
Feedback and training enquiries
For enquiries or feedback about the toolkit, or other engagement opportunities: engagement@ombo.nsw.gov.au
For training enquiries: training@ombo.nsw.gov.au
