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AFLSSQ Client Services Manual 2018

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AFLSSQ Client Services Manual 2018 Client Services Manual March 2018 – March 2020 aflssq.org.au Message from the Chief Executive Officer I acknowledge Aboriginal and Torres Strait Islander Traditional Owners and Elders, past and present, and the people, families and communities that we serve in Southern Queensland. We are Aboriginal Family Legal Service Southern Queensland, otherwise known as AFLSSQ. We provide legal, educational, counselling and advocacy services to Aboriginal and Torres Strait Islander people and families, who have been affected by domestic and family violence. Delivering client services to the community is serious business. We lead, collaborate and share responsibility for delivering services to people who, more often than not, are experiencing multiple hardships and suffering complex trauma. Providing services to clients in need is not an easy task and brings with it its own unique set of challenges. In the past 12 months, we have created a knowledge foundation of our communities, clients and sector. We rebranded our organisation. We went on training programs. We built on existing services and improved them. We created new roles and recruited great staff. And, we are currently designing wrap-around programs to deliver ‘victims’ services’ to women, men and children in need in our communities. Each of us has a role to play in supporting the people in our communities live safely in their own homes and in their own lives. I would like to thank everyone that contributed to this manual, especially: > the Australian Government Department of the Prime Minister and Cabinet for funding, support and leadership in their efforts to end domestic and family violence; > Inside Policy and RAND Australia for insights into program design and evaluation; all of our colleagues, and especially the Victorian Aboriginal Child Care Agency for sharing their program manuals; and > Ms Susie Ahloy for administration, and Dr Catherine Demosthenous and Dr Hellene Demosthenous, who developed this first version of our client services manual. And I would like to thank you for your contribution. I commend this manual to you. Welcome again to AFLSSQ. Susan Hamilton Susan A. Hamilton, LLB. BComm. AFLSSQ |Client Services Manual | i March 2018 - March 2020 AFLSSQ |Client Services Manual | ii March 2018 - March 2020 Contents Message from the Chief Executive Officer ......................................................................................i Contents ........................................................................................................................................iii 1. Preface.................................................................................................................................1 1.1 The Manual .......................................................................................................................1 1.2 Use of the Manual.............................................................................................................1 1.3 Language of the Manual....................................................................................................1 1.4 Knowing More...................................................................................................................3 2. AFLSSQ.................................................................................................................................4 2.1 History...............................................................................................................................4 2.2 Statement..........................................................................................................................6 2.3 People ...............................................................................................................................7 2.4 Workplace .........................................................................................................................8 3. Our Communities.................................................................................................................9 3.1 Southern Queensland .......................................................................................................9 3.2 Population.......................................................................................................................11 3.3 Languages........................................................................................................................11 3.4 Our Flags .........................................................................................................................14 4. Our Engagement................................................................................................................15 4.1 Client Needs ....................................................................................................................15 4.2 Staff Needs......................................................................................................................15 4.3 Our Six R’s .......................................................................................................................16 4.4 Our Ten Tips ....................................................................................................................16 5. Our Client Services.............................................................................................................18 5.1 Working Together ...........................................................................................................18 5.2 Client Service Programs ..................................................................................................18 5.3 Partners...........................................................................................................................19 5.4 Moving Forward..............................................................................................................21 6. Our Case Practice...............................................................................................................22 6.1 Case Management and Casework...................................................................................22 6.2 Stages of Case Practice....................................................................................................22 6.3 Case Practice Approach...................................................................................................24 6.4 Wrap-around Care ..........................................................................................................26 7. Our Standards....................................................................................................................27 7.1 Policies ............................................................................................................................27 7.2 Health and Safety............................................................................................................29 AFLSSQ |Client Services Manual | iii March 2018 - March 2020 7.3 Informed Clients..............................................................................................................29 7.4 Compliments and Complaints .........................................................................................31 8. Our Sector..........................................................................................................................32 8.1 Domestic and Family Violence ........................................................................................32 8.2 The National Plan ............................................................................................................33 8.3 On the Ground ................................................................................................................34 8.4 Key Service Providers ......................................................................................................35 9. Relevant Resources ...........................................................................................................36 9.1 Government Reports.......................................................................................................36 9.2 Other Reports..................................................................................................................37 9.3 Queensland Court Videos................................................................................................37 9.4 Social Media ....................................................................................................................38 10. Helplines ............................................................................................................................40 11. Relevant Legislation...........................................................................................................43 AFLSSQ |Client Services Manual | iv March 2018 - March 2020 1. Preface 1.1 The Manual The AFLSSQ Client Services Manual (‘the manual’)1 provides an introductory guide for new and existing staff. It brings together information about AFLSSQ principles, policies and procedures to support staff in the delivery of client services to Aboriginal and Torres Strait Islander people and families in Southern Queensland, who have been affected by domestic and family violence. AFLSSQ plays an important role in this area by providing in-house and private solicitors in domestic and family violence matters and family law parenting cases, and by providing counselling and court assistance
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