Federal Attorney General / NSW Department of Premier & Cabinet

CASS Helpline – Project Management & Training Development

TCS were engaged as part of a consortium with RADAR Solutions, BLIP Global and Medibank Health Solutions to provide consultancy services on the set up of a new helpline in NSW. The CASS helpline was established to assist people seeking information or referral regarding issues related to Countering Violent Extremism (CVE).

The consortium developed call flows and guidance notes for the call handlers to take calls, assess imminent risk and offer navigation and referral appropriately.

TCS provided the overall project management function for the program. TCS also developed and delivered the formal training program for the call handlers.

The response to the training was excellent and the Helpline has now been operating successfully since early 2016.

Our deliverables included:

  • Project plan and milestone development
  • Project management against milestones
  • Management of consortium time against budget
  • Stakeholder management between 1 Federal Department, 1 State Department & 1 Provider
  • Training design, development & delivery