Technology connects to our sector’s core values

14 May 2025

CEO Update

It could be easy for grassroots community service organisations to think that the rapid digital transformation of our society is passing us by, but we have a greater stake in these changes than most.

With the rapid growth of big data models and the emergence of generative AI, technological developments are so extensive that it’s easy to get lost in the sheer magnitude of the changes.

I’ve heard people say that these discussions around technology and change are somehow new. But they are not. They are just another opportunity for us to work to our sector’s core values: care, support, respect, and equity. I want to take a moment to step this out.

Care – while we are compelled to collect more information about our clients to meet contract requirements from the government, this carries a real cybersecurity risk. The systems needed to protect services from hacks by sophisticated, bad-faith actors are significant. A recent cybersecurity project commissioned by NCOSS found that resourcing and building sector capacity to safeguard the information of vulnerable people is imperative. You can read the report here. That’s why NCOSS collaborated with WorkVentures to deliver sector briefings to outline how social sector organisations can better protect their IT systems and sensitive information they hold. If you didn’t have the chance to attend the webinar, you can watch it here.

Support – we shouldn’t shy away from building these evidence bases; we just need to be clear about the purpose of collecting sensitive information. Robo-debt is a case study in the misuse of data and technology. It purportedly used automated systems to increase the "efficiency" of compliance activities but instead broke the law and punished people who had never actually been overpaid by welfare programs. The scheme led to real suffering, poor results, and a justifiable lack of trust in automated systems. Imagine if the same tools had instead been used to identify vulnerable people who had not accessed the supports they were entitled to. Would we have a different view about the capacity for data to be used in the public interest? For this reason, we need to make decisions not just about how we collect and store data, but why.

Respect – there are genuine and justifiable concerns within our sector’s workforce that generative AI will place their jobs at risk. As leaders of the sector, we need to resist the urge to see AI as a convenient replacement for people. The best thinking on technological change is that productivity is achieved when workers are given the knowledge and skills to shape how new tools are deployed. We need to be aware of slick vendors ‘selling’ off-the-shelf solutions and, instead, invest in our staff to adapt tools that help them do their work more effectively.

Equity – finally, we need to recognise that technology supports two-way interactions, and as we develop our service models, we also need to enable our communities to access them. It was heartening to see the NSW Government release its Digital Inclusion Strategy, which recognises connected and empowered citizens as a key anchor for a good society. The government is looking for partners to roll out these programs in the community; these should be social service organisations that design for inclusion, comply with Easy Read standards, and are ready to guide our communities.

Technological change can seem daunting, but if we stick to our core principles and work together to share information, identify risk, and harness opportunity, I’m confident we can build a more dynamic and connected sector.

NCOSS spoke to Michaela Turancova, the Director of Business Operations and Performance at Women's Community Shelters.

Tell us about your service?

Women’s Community Shelters is a charity that establishes refuges for women escaping family violence and homelessness. We are a social franchise model: WCS establishes and sets up shelters that are then handed over to community ownership and governance, meaning we are deeply embedded and reactive to local needs. We also recently acquired our first affordable and social housing facility, so our support is not just short-term.

What are some of the ways you are using data to improve your services?

All our clients are case managed and their data served in ‘CIMS’, the government-mandated case management system. Each month, deidentified data is extracted and analysed using a custom built reporting tool in PowerBI. From there every month I review for any trends, anomalies and questions that are then discussed with leadership. Where relevant these insights and questions are also discussed with other internal teams as well as shelter managers. Specific cuts of that data are distributed to relevant shelter boards.

Do you have concerns about having your clients grow their digital footprint?

We know that cyber abuse is growing. We see that all the time with our clients that come in. Shelters and staff need to be really responsive to that and keep up with all the changes occurring. We engage cyber experts to sweep devices for tracking; things you wouldn’t even think of like dash-cams can have GPS tracking.

How is your service protecting user data?

We don’t store any user data outside the CIMS system.; only case workers who definitely need access to the information, have information. We default to data austerity, we don’t collect data for the sake of it because we know how vulnerable our clients can be.

Have you received the right support in managing data?
I come from a management consulting data background and we also have an external IT provider who works with us on our cybersecurity. We’ve recently implemented the Essential Eight Cybersecurity Principles. Since then we have been implementing a cyber-security checklist. It’s really all about getting organised and recognising that shelters are small organisations, they don’t have the funds for big cyber projects so we need to make data protection business as usual.

How do you think your service will be using technology in ten years’ time?

I think that generative AI and AI products are going to change not just the business side of operations, but also the case work and client-facing work. Within ten years, a lot sooner I think, you will have AI agents listening into conversations between clients and case workers and AI diagnostic tools to identify interventions. This will allow case workers to be more present in the moment. All of this is already happening in the medical industry and I’m excited about this, providing we overcome the legitimate privacy concerns.

NCOSS and WorkVentures have released a report today that has found community service sector organisations in NSW face significant challenges in protecting their data and IT systems.

Cyber Security: Hidden Vulnerabilities highlights the pressing need for:

Targeted funding for NSW Government-funded community service sector organisations to improve their ability to protect their data and systems

A tailored cyber security assessment and uplift program

The establishment of a sector-specific national cyber security standard

Action by community service organisations to implement foundational cyber security measures, with additional support for more complex challenges

Read the full report and findings here.

NCOSS is looking for a Project Director for our Community Organisations Disaster Adaptation (CODA) Project.

The CODA Project is jointly funded by the Australian and NSW Governments under the Disaster Ready Fund to build disaster preparedness and resilience among not-for-profit social service organisations and people most vulnerable to disaster impacts, and to strengthen connections and cooperation between the community, local social service organisations and Emergency Management authorities in actions to reduce local disaster risks. The Project Director is responsible for the strategic leadership of the project including development, implementation, day-to-day management, reporting and evaluation.

Applications close at 11:59pm (23:59) on Sunday, 18 May 2025.

Please read the position description and apply here.

The Tenants Union of NSW has released a report that summarises the key outcomes of a series of innovative Renters’ Forums hosted by the Tenants’ Union of NSW in partnership with the Sydney Alliance and the NSW Rental Commissioner, NSW Fair Trading between May and November 2024.

The central purpose of these forums was to directly engage renters across NSW, particularly those from often marginalised communities, to share their experiences and propose solutions related to the challenges of renting.

This initiative aimed to ensure that renters' voices were heard by decision-makers and to foster a deeper understanding of the systemic issues within the NSW rental market.

You can read the report and key findings here.

The annual Carer Knowledge Exchange Research Incubator event aims to bring carers, researchers, policymakers and practitioners together to share their knowledge and learn from each other to improve outcomes for carers.

Taking place from Monday 26 May to Wednesday 28 May 2025, the Research Incubator will include an in-person Early Career Research Forum and two days of online sessions exploring:

local and international research on carer outcomes

working with large datasets to better understand carers’ experiences

research with First Nations and young carers.

Participants will have the opportunity to engage with emerging research and research-to-practice initiatives, fostering collaboration, and strengthening the role of research in shaping effective carer-related policy and practice.

Find out more and register here.

The unprecedented increases in insurance premiums over the last few years, including workers compensation, is a priority issue for the community sector. However, most of the available data around this issue relates to households and businesses with very little data about the not-for-profit sector.

To address this, NCOSS, NADA, MHCC and Women's Health NSW are conducting a survey to gain a better picture of how the NGO sector is faring in relation to insurance premiums. The data will help us to advocate for a more affordable and effective system.

Right now, NSW Treasury is considering a package of reforms to tackle increasing workers compensation premiums, especially in relation to claims for psychological injury. At the same time, the State Insurance Regulatory Authority (SIRA) is deciding whether to approve premium increases.

We need good, sector-specific data to support our advocacy work! Help us by completing this survey here.

The closing date for responses is 23 May 2025.

SNAICC – National Voice for our Children is excited to announce the theme for National Aboriginal and Torres Strait Islander Children’s Day 2025:

Little Footsteps, Big Future

Every year on 4 August we come together to celebrate the strength, culture and potential of Aboriginal and Torres Strait Islander children. This year’s theme, Little Footsteps, Big Future, honours the journeys our children take as they grow - each step guided by culture, community and connection to Country.

We invite you to join us in recognising the importance of nurturing children’s voices and dreams. Together, we can support a future where every child walks strong in their identity and is empowered to shape their own path.

Find out more about Children's Day 2025.

Specialist Homelessness Service (SHS) Network Meeting
Homelessness NSW
22 May, Online
Free | Register here

Join us for the May 2025 SHS Network Meeting.

This session will feature:

A Ministerial update from The Hon. Rose Jackson, MLC
Sector peak body updates from Yfoundations, Domestic Violence NSW, and Homelessness NSW
Virtual breakout sessions on key topics such as DFV exit pathways, Housing First in practice, and the Capability Framework
The official launch of the SHS Capability Framework

School to Work Workshop
Resourcing Inclusive Communities
10 June, Campbelltown
Free | Register here

Learn how to unlock employment opportunities for your young person with disability. In this workshop, we focus on the typical ways and places where most people find work; where all people are appreciated and valued for their contributions to the workplace.

We provide families and allies with practical information, tips and tools which focus on empowering students and young people to thrive in the workforce.

ZEST Awards
Western Sydney Community Forum
12 June, Accor Stadium
$143 - $286 | Register here

Showcasing the vital work of the community sector across greater Western Sydney, the ZEST Awards have become a signature event on the calendar for the region. In 2025, we will continue to recognise and acknowledge the work of our region's dedicated and passionate community groups and leaders.

Each ticket to the 2025 ZEST Awards Ceremony includes pre dinner drinks and a two course, sit down meal.

Disability Support Pension Webinar
Welfare Rights Centre
3 July, Online
Free | Register here

Our free webinar explains the complex DSP rules that determine eligibility by working through the multi-layered assessment process, including eligibility criteria, evidence requirements, and key steps in the claim process.

Speakers cover manifest eligibility, Impairment Tables, Programs of Support and job assessment capacity. They also explain temporary exemptions from mutual obligations to look for work for those struggling to gain access to DSP.
This session covers important points about obtaining the right medical evidence, including who can be considered a medical expert, and gives direction about the content of letters and necessary forms.

Supporting neurodivergent young people using violence in the home
Centre for Excellence in Child and Family Welfare
30 July, Online
$260 | Register here

Supporting neurodivergent young people using violence in the home requires a specialised, therapeutic approach—one recognising their unique needs while ensuring the safety and wellbeing of their families.

The Centre, in collaboration with Dr Amanda Mullin (Doctor of Clinical Psychology and Director, Mindworx Psychology), is offering a three-hour interactive training designed to equip professionals with the skills and strategies needed to work effectively in these complex situations.

National Carers Week Grants
Closing Date: 23 June 2025

This year National Carers Week will be held from Sunday 12 October to Saturday 18 October 2025. This grant aims to recognise and celebrate carers through a range of events and activities.

This year carer support groups and organisations from across NSW will be able to apply for a grant between $200-$500 to celebrate and recognise the contribution of family and friend carers in their communities by holding local events and activities.

For more information, please visit the grant information page.

Aboriginal Languages Sector Development Program
Closing Date: 25 May 2025

The Aboriginal Languages Sector Development Program provides grants between $150,000 and $400,000 to support Aboriginal Language Organisations based in NSW to strengthen and grow the NSW Aboriginal Languages Sector, stabilise Aboriginal Language Centre operations, create new jobs and secure employment for Aboriginal Language workers to reclaim and revitalise Aboriginal Languages in NSW.

For more information, please visit the grant information page.

Some of the latest from our Jobs Board:

Drug & Alcohol Counsellor (Inner West Sydney) - Leichhardt Women’s Community Health Centre - VIEW JOB

Support Worker (Western Sydney) - St Vincent de Paul Society - VIEW JOB

Communication & Advocacy Officer (Sydney Wide) - Youth Action - VIEW JOB

Operations Manager (Inner City Sydney) - Detour House Inc - VIEW JOB

Anti-Violence Case Worker (Inner West Sydney) - Leichhardt Women's Community Health Centre - VIEW JOB

Experienced Domestic & Family Violence Case Worker (Inner West Sydney) - The Gender Centre - VIEW JOB

Project Manager - Aboriginal-Led Commissioning (Sydney CBD) - AbSec - VIEW JOB

General Manager (Eastern Suburbs) - Kings Cross Community Centre - VIEW JOB