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Report card 2017–18 annual report

Queensland Government community objectives

  • Delivering quality frontline services
  • Building safe, caring and connected communities.

Our services

  • Community legal education—through publications, information sessions and webinars, collaborative projects and community events
  • Information and referral—through our website, statewide client contact centre and customer service counters
  • Legal advice and legal task services— over the phone, by video-link or face-to-face
  • Duty lawyer services—in criminal, family, domestic violence, child protection, anti-discrimination, employment and administrative law
  • Lawyer assisted dispute resolution— for families facing separation, and for consumers and farmers
  • Representation in courts and tribunals—including criminal law, family law, child protection, domestic violence, mental health and some civil law matters.

Performance indicators

  • Progress towards Queensland and Commonwealth Government targets
  • Audit outcomes demonstrate quality services
  • Client survey shows high levels of client satisfaction
  • Disadvantaged clients are able to access services
  • Participation in collaboration processes and developing policy
  • High levels of staff satisfaction
  • Maintain a safe workforce
  • Responsible budget management
  • Business support projects completed.

Outcomes

  • Achieved Commonwealth Government (National Partnership Agreement on Legal Assistance Services) targets (see Table 3 in Our performance).
  • Achieved Queensland Government targets (see Table 4 in Our performance ).
  • Conducted targeted compliance activity and full file audits throughout the year, and identified and actioned improvement opportunities.
  • Ensured clients from key disadvantaged groups were able to access our services (see Table 5 in Our performance ).
  • Provided 17 policy/law reform responses to government.
  • 75 percent of Employee Opinion Survey respondents reported high levels of satisfaction with Legal Aid Queensland.
  • Provided a psychological wellness program for staff (see Objective 4: Building on our business capability and sustainability in Our performance for more detail) and improved our workplace incidents reporting process.
  • Delivered our services within budget (see financial overview).
  • Completed business support projects.

Priorities for the future

  • Continue to provide quality cost effective legal services statewide.
  • Expand our Domestic Violence and Child Protection Duty Lawyer Services.
  • Develop a Youth Justice Accreditation Scheme.
  • Improve service delivery to Aboriginal and Torres Strait Islander people.
  • Improve child protection service capability to rural and regional Queensland.
  • Complete the improvements to child protection grants of aid.
  • Improve our means (income) test’s responsiveness to poverty.
  • Increase fees paid to duty lawyers and practitioners who do legal aid work.
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