Client Services
CLIENT SERVICES MANAGES A VARIETY OF WCC PROGRAMS AND SERVICES, INCLUDING THE INFORMATION AND REFERRAL SERVICE, WHITTLESEA
VOLUNTEER RESOURCE SERVICE, COMMUNITY TRANSPORT AND EMERGENCY RELIEF AND CASEWORK.
INFORMATION AND REFERRAL SERVICE
WCC’s community information service exists to connect
people to each other, to the services they need and to
organisations available to support them. This year the
service connected
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5,544 people to services and programs across the
area
60% of inquires came over the phone
40% in person at our office at Epping Plaza
66% of people were female
34% male
39% of people were from CALD backgrounds.
The Information and Referral Service ran training and
information sessions to support volunteers and recruited
new Community Information Volunteers through a
Community Information Course run at Lalor Living and
Learning Centre.
FEDERATION PUBLIC ACCESS COMPUTER ROOM
A key public program, the Federation Public Access
Computer Room provides access to computers and the
internet to local people for free. 587 people accessed the
room in 2012/2013.
WVRS WHITTLESEA VOLUNTEER RESOURCE SERVICE
The Whittlesea Volunteer Resource Service (WVRS) is a key
activity for WCC, with 2,291 residents assisted to
meaningful volunteer opportunities in 2012/2013.
The WVRS’ work of connecting individuals and agencies
was highly productive:
? More than 20 people each month attended Volunteer
Information Sessions;
? Over 50 local organizations were supported in
volunteer recruitment and training;
? Over 550 community members were reached at local
events, expo’s at NMIT, local government and
LaTrobe University; strong media promotion through
local newspapers, local government newsletters,
including event promotion, good news stories and
comments regarding volunteering issues.
Importantly, WVRS convened the Partnership on
Volunteering and Community Engagement meetings,
bringing together local volunteer involving organisations to
promote and advocate for volunteering in the City of
Whittlesea.
During the period, the WVRS conducted the following key
activities:
Advocacy: Proposed changes to the existing federal
government funding model sparked the formation of a
Metro VRC group. The response included meeting with
local Members of Parliament and state government staff.
The success in advocating for retention of existing services
cemented the desire for better collaboration and resource
sharing between members. Through 2012/2013, the group
has met bi-monthly to progress actions around locally
focused VRCs.
Program strengthening: The philanthropic trust RE Ross
Foundation approved a grant for WCC to undertake the
Geelong Volunteers Volunteering with Standards program.
The grant is in partnership with Volunteers Banyule and
Darebin Information, Volunteer and Resource Service, and
provides the foundation to deliver regional training to
volunteer managers in 2013/14.
Program expansion:
? A pilot program with City of Whittlesea supported
senior citizen groups, placing skilled finance
volunteers with group treasurers. 5 volunteers were
placed with groups, and further opportunities will be
explored.
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In 2012/2013, the WVRS has doubled its Computer
Training Courses, with volunteer tutors hosting
classes four times each week. There is consistently a
waiting list for both participants and tutors to be
involved.
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Recognition: The International Volunteer Day BBQ
celebration for volunteers in partnership with Harry
Jenkins’s Office to recognize volunteer contributions
attracted over 80 people. National Volunteer Week
saw WVRS partner with local agencies, with 60
entries into a competition to win dinner at a local
restaurant.
WVRS is successful despite significant challenges. It is an
underfunded service, with WCC supporting a significant
portion of the program from retained funds. Other
challenges include:
? A concentration of agencies in particular areas,
increasing costs in time and money people have to
access opportunities;
? The lack of social infrastructure results in people
volunteering with services not in our area.
Additionally, some agencies present in our area are
centrally managed, leading to a lack of grassroots
local connections that can support volunteer
connections and opportunities;
? The demographics of the area results in people’s
complex need reducing overall community resources.
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