Emergency Response - EST0009A

Policy

The Emergency Response Policy refers to the Departments’ management of emergencies in the community within the context of client service’s provision.

The Department of Housing Emergency Response Policy has been developed in accordance with the NSW Disaster Welfare Plan, DISPLAN, which is the key element of emergency management planning in NSW.

In addition, the Department of Housing has structured arrangements, such as the Emergency Response Procedures, which outline operational processes in accordance with the following statutory principles:

• Prevent
• Prepare
• Respond; and
• Recover from emergencies.

Emergency management plans and procedures will be developed at Regional level to provide staff with structured strategies to effectively respond to the provision of housing assistance during emergency situations. These arrangements will support the above four integrated emergency principles to:

• Assign staff roles and responsibilities to activate emergency actions.
• Coordinate the provision of housing assistance to people affected by emergency situations.
• Assist staff in the provision of an integrated and effective response to emergencies.
• Meet the needs of staff for personal support following and emergency.

During emergency situations the Department will provide assistance to:

• Its tenants;
• Other people in the community who are facing hardship due to the emergency;
• Other key emergency organisations.

Clients will be approved for housing assistance under the following policies:

• Transfers
• Relocation of Tenants
• Rentstart (Rentstart Plus and Temporary Accommodation)
• Emergency Temporary Accommodation

The Department will make sure that during an emergency

• staff are safe at all times;
• clients are safely accommodated and promptly assisted to return to permanent housing;
• staff cooperate with the Department of Community Services (DOCS) and the Seventh Day Adventist Church to arrange immediate housing assistance for the affected community.

Note: The Seventh Day Adventist Church has accepted, as stated in the NSW Disaster Welfare Services Plan, the leadership and coordination for the Functional Task of accommodation arrangements. It has been agreed that the Agency will refer Public tenants to the Department for assistance.

For more information about this policy, look in Entitlement, Background and the Business Rules.

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Entitlement 

During emergencies the Department of Housing will be subject to the following assistance requirements.

Public Housing Tenants will expect to:

• Negotiate housing options to meet their needs.
• Be relocated to new short/long term housing.
• Receive assistance for the payment of removalist and services’ connection.
• Be provided with information and referral to additional sources of assistance such as financial, insurance, food, clothing, essential furniture and counselling.
• A prompt and safe restoration of their home, where possible.
• Provision of follow up support and assistance, if necessary.

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Other emergency victims in the community who are facing hardship will expect to be provided with:

Assistance to rent in the private sector while their properties are restored and their claims considered by insurance companies.

Temporary accommodation when rental assistance is inappropriate.

In Addition:

• The Department will work in partnership with DOCS and the Seventh Day Adventist Church in the provision of housing assistance to the affected community.

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Background  

The NSW State Emergency and Rescue Management (SERM) Act 1989 provides the legislative basis for coordination of emergency preparedness, response and recovery operations.

The Act provides for:

• The preparation of a State Disaster Plan (DISPLAN) and subordinate plans to ensure a coordinated response for necessary operations.
• The establishment of Emergency Management Committees at State, District and Local levels.
• Arrangements for controlling emergency operations.

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Business Rules

The Department will make every effort to provide emergency victims with the most suitable accommodation available that will meet their housing needs.

Housing Assistance to Public Housing Tenants

Transfers

• Tenants will be relocated to other accommodation when their existing home is no longer safe or requires significant restoration.
• Transfer to alternative accommodation may be temporary or permanent depending on the degree of damage to their home or other serious emotional and/or other situations that require sensitive consideration.
• When a tenant has to move to alternative accommodation the Department may pay relocation costs such as the removals and the service connection fees.
• Rent payments may be adjusted and accumulation of rent arrears will be treated sensitively.

For more information refer to policies Transfer (previous Rehousing) (ALL0160A) and Relocating Tenants for Management Purposes (EST0038A).

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Repairs to dwellings

Tenants living in temporary accommodation may want to return to their own home as soon as possible. This will be encouraged but only if the site is cleared of any potential hazard. Staff will need to:

• Promptly assess property damage and conduct repairs required to make the property safe and fully habitable.
• Address special health considerations if the dwelling has been affected by flood waters.
  For more information refer to Maintenance (REP0900A).

Housing Assistance to Other Emergency Victims

The Department will maximise housing assistance to people in the community who do not usually meet the eligibility criteria but who are facing hardship as a consequence of the emergency situation.

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Rentstart/Rentstart Plus

• Through these programs, eligible clients will be able to rent in a private sector while their properties are restored to a safe condition and/or their claims are considered by insurance companies.
• Under Rentstart Plus, payment for temporary accommodation (up to 4-6 weeks) may be offered if it is impractical to assist with private rental.

For more information refer to Rentstart Policy – RES0010A.

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Emergency Temporary Accommodation

Emergency victims can be provided with Emergency Temporary Accommodation if they are experiencing a short-term housing crisis. This program provides temporary rental accommodation for up to 3 months. See policy on Emergency Temporary Accommodation (ALL0070A).

Staff will take into consideration the following:

• Where temporary relocation is necessary the needs of individuals and their family should be considered. Any disruption to family, work, school, or other social, or domestic routines should be minimised.
• Vacant stock, Headlease properties and other available resources, such as motels, caravans, including vacant properties situated in close by localities within other Regions, will be utilised to meet the accommodation needs of the affected community.
• A smooth transition to permanent accommodation should be encouraged at the earliest possible time.

For more information refer to the policies on Rentstart (RES0010A), Emergency Temporary Accommodation (ALL0070A) and Headleasing (EST0012A).

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Appealing Decisions of Actions

If a client disagrees with a decision the Department has made, they should first discuss their concerns with a Client Service Officer. The next step if they still believe we made the wrong decision is to ask for a formal review of the decision. For information on how reviews work, the client can ask the Client Service Officer for a copy of the fact sheet ‘Reviewing Decisions’, or go to our web site www.housing.nsw.gov.au to read the Appeals and Review of Decisions (EST0015A).

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