S 01. Service for Individuals Count (custom)


Similar to: C03. Clients by Priority Group (custom) and S11. Services to Annual Targets

Purpose: S01 reports on Total Number of Clients, Discrete Services, Facilitated Resolution Process, Duty Lawyer Service and ongoing services, such as Dispute Resolution, Court/Tribunal and Other Representation. These figures can be further broken down by office and outreach locations, or different administrative boundaries in the catchment to show the count of services for clients from different geographical areas.

Filters available in this report

This report can be ‘filtered’ so that the results are limited to data that meets the criteria chosen in the filter panel. The filters available for this report are:

  • Date Range
  • Funding Categories – Choose all, one or several funding categories
  • Catchment – The Catchment options are by Centre, Aggregate by Administrative Boundary, By Office Location and By Outreach

For more information – see the page on filters.

Geolocation tool is available in this report and it is accessible from the filter panel section of the report. Select “Aggregate by Administrative Boundary” in Aggregate. 

Once the Aggregate has been set as “Aggregate by Administrative Boundary,” it will trigger further options to appear under “Administrative Boundary Type.”


Selecting “Postcode” as Administrative Boundary Type will give a list view of postcodes attached to services and clients in the selected period and funding categories. The figure in “Unknown” shows the number of services of clients that are either missing data or contains information that cannot be used to estimate selected administrative boundary.   

Selecting “Local Government Area” as Administrative Boundary Type will give a list view of all the LGAs assigned to Services and Clients in the selected period. “Total Number of Clients” should match the number of “Total Clients” in C03 and S11. 


The following should be considered when analysing this report:

  • New Clients
  • Number of unique clients that had a service (not including Triage) opened in the reporting period. 
  • Sometimes New Clients can be higher than Total Number of Clients as seen below, which has perplexed some users.

  • New Clients can be higher than Total Number of Clients because included in New Clients count are those who received ongoing services (no longer including Information or Referral services), without a close date in the selected period. In summary: In other words, Total Number of Clients only counts clients with Discrete Services, or Ongoing Services with a close date. New Clients, however, counts all clients with Services that have an open date. Therefore, in occasional cases it means the count of New Clients is higher than Total Number of Clients.
    • New Clients field returns the number of clients with their first Open Date within the time period you chose. This includes Ongoing Services with no Close Date.
    • Total Number of Clients field returns the number of clients with a Reporting Date within the time period you chose. For Discrete Services this means their open date, and for Ongoing Services this would be their close date. This is an NPA requirement, as the NPA does not count a service delivered until an ongoing service has a close date.
  • Ongoing Services / Close Date
    Ongoing services are reported on using Close Date. This applies to all reports, unless stated otherwise. Ongoing services include Other Representation, Court/Tribunal, Dispute Resolution and Ongoing Non Legal Support.
  • Discrete Services / Open Date
    Discrete service are reported on using Date of Service (a.k.a. Open Date). This applies to all reports, unless stated otherwise. Discrete services include Legal Advice, Legal Task, Duty Lawyer, Facilitated Resolution Process and Information.
  • Referrals can be made as a stand alone service or as part of another service, as seen in the screenshots below. The total number of referrals in reports equals the amount of selected options in the Referral To (Simple or Facilitated) fields of all services that were delivered in the reporting period. This report counts each referral recorded on the service record, combining Simple and Facilitated Referrals. Future reports will distinguish between these types. 

    Numbers will now also include the amount of standalone referral services without anything specified in the Referral To (Simple or Facilitated) fields. 

    One can also select a different service type, such as Legal Advice, and put down information for simple or facilitated referral performed as part of another service. For example, on a Legal Advice you may select 2 organisations in the Referral To (Simple) field, and 1 organisation in the Referral To (Facilitated) field. This is considered as 3 referrals.

Refer to the Data Consistency Guide for definitions of Service types such as Discrete Services, Ongoing Services and Community Projects.