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Measuring the difference we make in the lives of our clients and communities is vital.

Results Based Accountability (RBA) is the framework that we have implemented to ensure the work we do has impact and we stay focused on our mission. It gives us a clear picture of how much we have done, how well we did it, and whether our clients and communities are better off as a result.

RBA practices are helping our client service teams clarify the outcomes they aim to achieve with clients, design appropriate performance measures to collect valuable data and use Turn the Curve exercises to develop action plans that improve outcomes.

We are seeing better results across our organisation – from an increase in the number of ParentsNext clients who have gained their driver’s licenses, to a rise in client who have secured employment. Other significant wins over the past year include the redesign of the Humanitarian Settlement Program (HSP) application check, which resulted in the creation of a standardised tool to assess settlement outcomes for newly arrived humanitarian entrants. HSP staff worked in partnership with the Client Voice Reference Group on the project.

How Turn the Curve exercises are helping us improve

As part of LUMINOUS 2022, our Events team surveyed attendees to understand if people experienced a greater sense of belonging after attending the event. The results showed excellent belonging outcomes in all areas apart from Toowoomba.

The Events team conducted a Turn the Curve exercise to learn why belonging was significantly lower in Toowoomba and what can be done to address it. They found that a major point of difference in Toowoomba was that the event was not planned in collaboration with community leaders. The team developed an action plan for 2023, using a community development approach to achieve shared ownership.

The survey results of the 2023 event will be assessed against the numbers, with a particular focus on Toowoomba, to understand the impact of embedding a different approach.


Acknowledgement of country
We acknowledge the traditional custodians of all the lands on which we meet, work and live and recognise that this land has always been and always will be Aboriginal and Torres Strait Islander land.


Multicultural Australia respects and values Australia’s First Nation peoples’ enormous resilience, courage, determination and often unrecognized contributions to this country’s social and economic development. We walk together in solidarity in the shared pain of the past and with shared hope for the future.