Strategic Plan
Every three years we write a new Strategic Plan. We write it by asking the Deaf community, the Board of Directors, management, staff and outside stakeholders what they think about our services.

When we wrote the 2007-2010 Strategic Plan, we gave out surveys to the Deaf community so people could write their feedback on the Deaf Society. If anyone wanted help filling out the survey, Community Workers were available to explain the survey.

We also sent surveys on our services to Deaf specific and generic service providers in Sydney and in rural and regional areas.

Annual General Meeting
Stakeholders can read and hear information about the Deaf Society at our AGM. We send the notice of meeting including the agenda in the way our constitution says we must. If members want to raise issues or ask questions at the AGM they can do so if they give notice. We also give our Annual Report to all who attend the AGM and to anyone who asks for one. Auslan and DeafBlind interpreters are provided so Deaf and DeafBlind people can have their say at forums.

Community Consultations
We run face to face community consultations every year in Sydney and in regional locations. These events often include a community BBQ. These include Newcastle, Lismore, Coffs Harbour, Port Macquarie, Tweed Heads, Tamworth, Dubbo and Illawarra regions. The consultations are open to everyone, but we tell members and all clients who have utilised the service regularly in the past year directly. At these meetings, we give information about our services, explain the latest developments and listen to clients so we can improve our policies and procedures and services and hear new ideas. When an idea is raised, we follow it up and let the community know what we have done about it at the next consultation.

Details about our next Community Consultations are on our Deaf Society Events page.

Open Days
We have Open Days twice every year at the Deaf Society head office. Open Days are an opportunity for stakeholders to visit the office and learn about the services provided. It is also a good opportunity for staff to chat informally with clients.

Details about our next Open Day is on our Deaf Society Events page.

Consultations with clients of the Employment and Workplace Support Service
Clients of the Employment and Workplace Support Service have one-to-one interviews with an external assessor as part of the quality assurance process which happens every year. At the interview, clients can give feedback about their experience of the Service.

Consultations with clients of the Interpreting Service
Clients of the Interpreting Service are invited to attend a consultation every year. At the consultation, we outline current services, explain new developments, ask for feedback and discuss new ideas. Interpreters are given Interpreting Feedback Cards which they must give to the Deaf consumer at the end of each interpreting job. Interpreters are expected to translate these cards if the Deaf consumer asks. It is the responsibility of the Deaf consumer, not the interpreter, to send the completed cards back to the Deaf Society.

The Deaf Society Interpreting Service rings and faxes hearing consumers for feedback on a random basis. We contact ten consumers per month.

Consultations with Mullauna Village residents
Mullauna Village is an aged care residential facility. Its range of services includes providing specialist services to older Deaf people.

We consult with the Deaf residents of Mullauna Village on an annual basis. A Deaf member of staff who is a native user of Auslan (Australian Sign Language) leads the consultation. Other Deaf staff members also help with communication. At the consultation, residents can discuss their satisfaction with their accommodation and the services provided at Mullauna Village.

Results are given back to the management of Mullauna Village and comments and changes are given to residents at the next consultation.

Individual Consultation
We want to improve our services all the time.

Communication is the key to making sure stakeholders are really able to give us feedback and be involved. Effective communication is possible as all Community Workers are bilingual in Auslan and English.

All clients are involved in deciding about the services they get. We do not make decisions for clients. The client always has the choice to accept or not accept any support we suggest. Each client can involve an advocate of his/her choice if desired.

When we first meet a client, we give information about the Deaf Society services and other agency’s services so that people can decide which service is best for them. At this time, we also tell clients about their rights and responsibilities in relation to the service.

If a person is not accepted into the service, we tell them why and refer them to another more appropriate agency if necessary.

Clients make the decision regarding what information about them we can tell other people. We follow our policies on privacy and confidentiality and requesting/providing information from/to other authorities. Clients are given information necessary to make informed choices, including an understanding of the likely results of their decisions. Clients can take their time when making decisions. We believe that clients should be allowed to change their mind, and make choices and decisions. So, the client has a right to an environment which empowers them. We know we need to listen, be flexible and make changes if necessary.