Community Support Services

Overview Insurance and Care NSW (icare) is seeking a service provider to deliver the Community Support Services (CSS) program. The program is available to any worker with an accepted workers compensation claim who is experiencing financial hardship, housing instability, social isolation or mental health challenges. Purpose The CSS program supports vulnerable injured workers and their families experiencing financial hardship, housing instability, social isolation, adjustment to injury, mental health challenges and other psychosocial barriers which impact wellbeing and recovery. Objectives icare is seeking to identify a service provider with the organisational capacity to deliver quality services that assist participants to connect to government and community-based services across NSW and ACT, including metropolitan, regional and rural areas. Scope The scope includes: Receiving calls directed from icare's 13 47 15 number Triaging new participants prior to referral to an appropriately skilled consultant for support Billing/invoicing Claims Service Providers for services provided to individual participants each month Delivering services across New South Wales and ACT, including metropolitan, regional and rural areas Providing service coverage via phone, video call and in-person/face to face Providing support to a small number of participants in other states via telephone or video call only Contractor Requirements Experience in providing community support services Organisational capacity to deliver quality services connecting participants to government and community-based services across NSW and ACT, including metropolitan, regional and rural areas Capacity to service these areas face to face if requested, practical and feasible, as well as via a secure meeting video platform, phone and email Demonstrated internal networks and ability to provide tailored service to participants across all of NSW, and interstate where required Information Requested Responses should include the Service Provider's options for servicing participants (face to face, a secure meeting video platform, telephone etc) and should also call out any gaps in coverage and how these might be addressed. Tender Briefing An optional, virtual market briefing will be held for Respondents. Date: 13 October 2026 Time: 10:00AM AEDT Format: Virtual briefing (Microsoft Teams) Attendance must be confirmed by emailing GGSicareprocurement@icare.nsw.gov.au with the RFP Number and Respondent's name in the subject line, and the names and roles of the Respondent's staff attending in the body of the email. An invite to register will then be emailed to the staff members named in the email. Enquiries Primary contact: Kylie Snell Email: GGSicareprocurement@icare.nsw.gov.au