Evaluation of the Integrated Humanitarian Settlement Strategy (IHSS)

Consultations with volunteers suggested that the CSR service has been adversely affected through
this delay. The evaluators met some would-be volunteers who had ‘signed on’ and undergone police
checks many months earlier and had no contact with anyone regarding their roles as volunteers.
Although they were still interested in working as volunteers, their enthusiasm has been dampened by
the lack of action.
Some stakeholders and service providers were critical of the attachment of volunteers to the SSP
service. In particular, the notion that a contractor external to any IHSS service deliverer could
effectively recruit and train a body of volunteers was seen as being possibly unworkable.
Fundamentally, these stakeholders consider that volunteers are integral to the operation of specific
services and community groups and should not be a separate body with limited roles to play.
A further problem is that there continues to be a significant number of volunteers (generally the
previous CRSS volunteers) who have not yet and maybe never will come under the CSR service. As
a consequence the SSP provider will only be able to coordinate a portion (and possibly only a
minority) of active volunteers. Whether this will change once the SSP becomes fully operational is yet
to be seen. SSP will however be able to offer training to volunteers working directly with IHSS service
providers.
Training and information needs of IHSS service providers
The other main area of responsibility of the SSP is to identify both training and information needs and
then to deliver training. In many localities this needs assessment had taken place, in some instances
only shortly before the evaluation fieldwork.
In carrying out the needs analysis, the SSP provider reported encountering the following:
that IHSS service providers had not been adequately trained on the IHSS model or its
implications
that not all IHSS service providers were adequately skilled to manage purchaser-provider
contractual services
that service providers had very few opportunities to debrief and consult with DIMIA staff on
difficulties experienced with service delivery
that not all IHSS service providers are aware of all the relevant aspects of the IHSS program (eg
overseas posts, other service providers and the role of volunteers).
A number of IHSS service providers have found that the delay in implementing SSP has meant that
their training needs are now different from those they had earlier. Most IHSS service providers state
that their training needs are now more professionally based rather than service-related. The SSP
provider reported that in completing the training needs analysis most service providers are looking for
professionally stimulating training rather than service-related courses. That is, the training sought is to
assist with improving practice, standards and service delivery.
The training needs [requiring attention of SSP] are not to skill unskilled staff. That
responsibility lies with the service provider who employs those staff. [The issue is] more
that IHSS contractors wish to have access to research papers, new models and methods
of service delivery and opportunities to improve and enhance skills through peer group
discussion and case analysis.
(Service Provider)
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Evaluation of the Integrated Humanitarian Settlement Strategy 27 May 2003