Department of Communities

Business challenges

Need for establishing two “one-stop hubs” in Western Australia for victims of domestic violence as part of the Stopping Family and Domestic Violence Policy. These challenges involve simplifying access to services, reducing trauma through minimizing the need for victims to repeat their stories, and promoting a comprehensive wrap-around approach to support victims in various aspects of their lives. Additionally, there is a push for timely information-sharing, collaborative decision-making, risk-informed practice, safety planning, and data collection for monitoring and evaluation purposes. These initiatives depends on effective coordination and collaboration between the Department of Communities, the lead community service provider or consortium, and partner agencies providing essential services to the hub users.

Solution

• Service Cloud implementation with a focus on case management and organisational and agency collaboration.
• Implemented a Referral System to record new (Referred In) and collaborate with organisations and agencies on existing clients (Referral Out).
• Implemented a comprehensive case management view (Primary Case) where collaborative teams can work together on providing optimal services for clients.
• Implemented a client 360 view to facilitate in managing safety plans, risk assessments and court orders for employees and teams.
• Adaptable and scalable system to facilitate the onboarding of new hubs and future enhancements and expansions to the SafeNet system.
• Real-Time reporting to provide accurate business questions to make informed business decisions and implemented progress reports for key stakeholders on performances of the services provided.

Results

• All individual data is captured in a central 360 view.
• Individuals are empowered to strengthen their position towards domestic violence through various practical and healing services.
• Employees and external parties can easily collaborate on cases.
• Hubs are able to track performance metrics of their services and provide improvements .
• Multiple organisations can effectively collaborate on client cases with the SafeNet System.
• Department of Communities can efficiently and affordably expand and adapt the SafeNet System to onboard new hubs in the future without significant resource investments.