2020–21 annual report report card

Queensland Government community objective

• Backing our frontline services

Our services

• Community legal education and information—through our website, publications, community legal education activities, statewide contact centre and customer service counters
• Legal advice and task assistance—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

• Meet Commonwealth Government performance indicators and Queensland Government service delivery statement measures
• Conduct service delivery audits
• Conduct client satisfaction survey
• Deliver internal and external training opportunities to staff and other service providers
• Achieve First Nations Strategic Plan objectives
• Improve services to rural and regional communities
• Participate in legal assistance forums
• Contribute to government policy development
• Implement service delivery initiatives in the Financial Strategy, Workforce Strategy and ICT Strategic Plan

Outcomes

• Achieved Queensland Government targets (see Table 4 in Our performance).
• Client survey is conducted every two years, with the next survey due in September 2021.
• Ensured clients from key disadvantaged groups were able to access our services (see Table 6 in Objective 1).
• Provided 30 policy/law reform responses.
• 80 percent of Employee Opinion Survey respondents reported high levels of engagement with Legal Aid Queensland.
• Provided psychological wellness, and health and wellbeing programs for staff (see Objective 3 for more detail).
• Financial position remains healthy (see Financial overview).
• Completed business support projects.

Priorities for the future

• Continue to provide quality, cost effective legal services statewide.
• Improve service delivery to Aboriginal and Torres Strait Islander people.
• Continue to pursue our goal of Legal Aid Queensland being a ‘centre of excellence’.
• Continue to build a health and wellbeing program for our staff.
• Replace our key business systems LAQ Office and Grants Online.
• Collaborate with and enhance support for preferred supplier law firms.
• Plan roll out of enhanced Family Advocacy and Support Services.