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.

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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

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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

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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 services and programs to support clients and their families.

The manual is presented in 11 parts. • Parts 1 – 7 provide information on our organisation, our communities, our engagement, our client services, our case practice and our standards. • Parts 8 – 11 provide information on the broader sector in which we operate, and includes information on relevant resources, helplines and legislation.

Note • This is the first version of our client service manual. • The manual may change over time, with or without notice. • The manual does not provide an answer to everything. • The manual is not a contract or other employment agreement.

1.2 Use of the Manual This manual is designed to be read online. • Click on headings on the Contents page to go directly to those sections in the manual. • Click on hyperlinks (in underlined blue font) in the text to read more and learn more.

1.3 Language of the Manual It is important for staff to understand the language of the manual and AFLSSQ. The words we use help us to make sense of who we are, what we stand for and what we mean. Staff will need to have a shared understanding of the key terms and the way in which we use language.

1 ©AFLSSQ 2018. This manual and its contents may not be reproduced, transmitted, communicated or adapted in whole or any part without attributing Aboriginal Family Legal Service Southern Queensland Indigenous Corporation (AFLSSQ).

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Key Terms and Definitions

Aboriginal Refers to Aboriginal people of Australia.

Child Refers to a child or young person under 18 years of age.

Client Refers to eligible recipients of AFLSSQ services both women and men.

Community Refers to Aboriginal and Torres Strait Islander groups of people. Also refers to Aboriginal and Torres Strait Islander people of Australia.

Country Refers to a person’s belonging to a particular place.

Culture Refers to the ideas, identity, customs and behaviours shared by members of Aboriginal and Torres Strait Islander communities.

Domestic Violence Refers to violence between intimate partners.

Family Violence Refers to violence between family members.

Elders Refers to Aboriginal people who are recognised and respected custodians of knowledge and lore, and holders of cultural knowledge and beliefs.

Indigenous Refers to Aboriginal and Torres Strait Islander people of Australia.

Kinship Refers to the interconnections of relationships between extended family members in Aboriginal and Torres Strait Islander communities.

Local Government Area Refers to non-Australian Bureau of Statistic structures of the Australian Statistical Geography Standard, which are defined by local government.

People Refers to Aboriginal and Torres Strait Islander people, unless otherwise stated.

Perpetrator Refers to the offender or abuser who uses domestic and family violence, and is the ‘respondent’.

Protocol Refers to following the customs and mores of relevant communities.

Staff Refers to employees of AFLSSQ.

Southern Queensland Refers to the 12 communities or Local Government Areas that we service.

Torres Strait Islander Refers to Torres Strait Islander people.

Traditional Owners Refers to Aboriginal and Torres Strait Islander people who own and have responsibility for the lands of their ancestors.

Victim Refers to the survivor or complainant of domestic and family violence, and is the ‘aggrieved’.

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1.4 Knowing More • We use capital letters when writing the words ‘Aboriginal’, ‘Elder’, ‘Traditional Owner’ and ‘Country’ as a mark of respect and in accordance with who we are and what we stand for. • We prefer to use the term “Aboriginal and Torres Strait Islander”, as both Aboriginal and / or Torres Strait Islander people reside in Southern Queensland. • We write (and speak) the terms ‘Aboriginal’ and ‘Torres Strait Islander’ in full and never use the abbreviated ‘ATSI’. • We use the term ‘domestic and family violence’. We use the term ‘domestic violence’ to refer to acts of violence between intimate partners, and ‘family violence’ to refer to acts of violence between family members, including acts where children are involved. • We prefer to use genderless terms such as ‘client’, ‘person’ and ‘individual’ when referring to ‘victims’ of domestic and family violence because we understand that women and men can be, and are, both victims and perpetrators of violence. • We recognise that the majority of people who experience domestic and family violence in Australia are women. • We understand that men and women have an equal capacity for violence. • We acknowledge that the majority of people that are driven to take their own lives over domestic and family violence in Australia are men (4 times more likely than women). • We believe in equal rights for all people, including Aboriginal and Torres Strait Islander men.

We chose red as the main colour for the manual. The AFLSSQ colours are red, green, blue and yellow. These and complimentary colours are used in all AFLSSQ documents.

Red #E96656 RGB (233, 102, 86) Green #41D499 RGB (65, 212, 153) Blue #3AB0E3 RGB (58, 176, 226) Yellow #F7D861 RGB (247, 216, 97)

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2. AFLSSQ

2.1 History Aboriginal and Torres Strait Islander people are the world’s oldest, continuous living culture, and the original owners and custodians of the continent we call Australia.

Colonisation in the late 1700s devastated life as it had been for Aboriginal and Torres Strait Islander people, who were dispossessed, displaced and disconnected from their rights, their lands and their families, clans and cultures in a cruel, continued, deliberate assertion of power wielded over them by the invading forces.

Prior to the 1967 Referendum, Aboriginal and Torres Strait Islander people were denied Australian citizenship, access to its institutions, and structurally humiliated in their classification as flora and fauna; with government policy toward Aboriginal and Torres Strait Islander people oscillating between their extermination, their integration into the European way of life, and racial segregation.

Despite gains made over more recent years to rectify past wrongs against Aboriginal and Torres Strait Islander people and elevate their everyday circumstances, many people and communities continue to suffer mental, emotional, physical and social problems and trauma.

It was against this backdrop that Aboriginal Elders and community members established Maruma Li Mari Outreach Service in 2005. Auspiced under the Roma Town Council, and later the Maranoa Regional Council, Maruma Li Mari was a place where people could turn for help.

A few years later, at the request of the broader community, members of the Cherbourg Aboriginal Shire Council supported and passed a motion to change the name of the organisation to Aboriginal Family Legal Service Southern Queensland (AFLSSQ). In 2014, AFLSSQ became a stand-alone, independent Community Legal Centre, incorporated with the Office of the Registrar of Indigenous Corporations.

Today This year marks the 10th anniversary of the National Apology to Australia’s Indigenous Peoples, Today, AFLSSQ is funded by the Commonwealth of Australia Department of the Prime Minister and Cabinet to deliver services and support to Aboriginal and Torres Strait Islander families in Southern Queensland who have been affected by domestic and family violence.

> We provide free legal advice, assistance and representation to eligible Aboriginal and Torres Strait Islander families across Southern Queensland.

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> We offer educational knowledge sharing forums and cross agency collaborations to improve information and access to the legal system and our services. > We deliver counselling, court support and referral services to ensure client needs are met in an integrated and holistic way. > We champion legislative, policy and societal change by promoting, reporting and participating in activities that advance client requests.

Key Facts and Figures about AFLSSQ and Its Services

1 home office 1 Chief Executive Officer

7 board members 7 staff members

5 key areas of law 4 key services

12 communities serviced 13,881 collective members

405,671.3 km2 covered 2,300 access services

900 phone calls 700 internet visits

50 working partners 10 community boards

Source: AFLSSQ Review 2017

Staff will need to understand how the nation’s history has shaped the contemporary circumstances of Aboriginal and Torres Strait Islander people, and what this means for the work we do to end domestic and family violence. You may find yourself working with clients who are traumatised, and will need to be sensitive to their needs in the context of their trauma history to support them and their families in a holistic and culturally-empowering manner.

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For more information on domestic and family violence and trauma, staff can read the following. • Aboriginal and Torres Strait Islander Task Force on Violence Report; • Australian Indigenous HealthInfoNet Key Facts: Trauma; • Domestic and Family Violence Protection Act 2012; • National Plan to Reduce Violence against Women and their Children; • Prime Minister’s Annual Report to Parliament on Progress in Closing the Gap; and • Trauma Trails, Recreating Song Lines: The Transgenerational Effects of Trauma in Indigenous Australia.

2.2 Statement Every three years, the AFLSSQ leadership team in consultation with community, will develop a strategic plan that outlines our vision, and identifies the key things to be achieved. In 2017, we put our heads together and came up with a short, striking, memorable message to represent who we are, what we do and where we fit. Our message is: Community Matters.

Our vision is to understand, respond and prevent violence to enable Aboriginal and Torres Strait Islander families in Southern Queensland to live safely in their own homes and communities. To achieve our vision, we are on a mission to: • develop and deliver culturally-appropriate, high-quality services; • make and maintain inclusive relationships and collaborative partnerships; and • advance and affect practices that empower women, men and children to make informed decisions about families, communities and lives in ways that are respectful, responsible and right for them and their communities.

We have also redefined our values to ensure they fit with our mission and vision statements. Our four core values are premised on the following principles and protocols.

Our Values

Self-Determination Protect Aboriginal and Torres Strait Islander people's right to determine their own futures.

Justice Assist people to access and exercise their right to be heard and treated fairly before the law.

Respect Foster relationships that have regard for the difference, rights and traditions of all.

Integrity Maintain open, transparent and professional practices that instil confidence and inspire trust in the law and our services. Our vision, mission and values are the fundamental beliefs, concepts and principles that ground our organisation and guide staff in all that we do. We understand that each person has her or

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his own values. While one’s personal values might not perfectly fit with the statement outlined above, we encourage staff to respect these values as this is what makes us tick.

2.3 People The people of AFLSSQ are practitioners from a range of community and professional groups.

As an Indigenous Corporation, we draw on the wisdom and knowledge of senior, authoritative, people from our local communities to oversee and monitor our policy, programs and primary prevention activities, and provide guidance on preferred protocols in our communities to ensure they are culturally-safe, locally-relevant and strengths-based.

Our Board We are governed by a Board of Directors, which is made up of Indigenous and non-Indigenous professionals, with a long history of service to Aboriginal and Torres Strait Islander people and communities. Our Board consists of seven directors, including: • four member directors (each of whom is an Aboriginal or Torres Strait Islander person of at least 18 years of age, who usually resides in our region); and • three specialist directors (one with expertise in law, one with expertise in finance and one with expertise in social and emotional wellbeing).

Our Staff We employ Indigenous and non-Indigenous staff, who perform various roles in the organisation. • Our Chief Executive Officer has corporate and management decision-making powers, and works closely with our Administration staff. • Our Administration staff work closely with all members of staff and carry out a diverse range of secretarial duties. • Our Legal Professional staff provide legal advice, assistance and representation to Aboriginal and Torres Strait Islander clients and their families, and are practising solicitors in Queensland. • Our Court Support Workers provide information about going to court and referrals to other support agencies to assist our clients and their families. This is an Identified position, which means that an Aboriginal or Torres Strait Islander person must perform this role. • Our Counsellors and Social Workers provide counselling, group facilitation and program development for clients who have been affected by domestic and family violence, and related matters. It is essential that the person that performs this role is either an Aboriginal or Torres Strait Islander person and/or is married to an Aboriginal or Torres Strait Islander person and/or has Aboriginal and Torres Strait Islander family. It should be noted that Position Descriptions are under constant review and may be changed at any time by the Chief Executive Officer.

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All staff must: • adhere to organisational policies, procedures, standards and practices; • act with professionalism, honesty and good faith at all times; • raise any issues or concerns in a manner consistent with AFLSSQ procedures; and • carry out their duties in a manner consistent with their employment contracts and befitting the spirit and intent of AFLSSQ.

For more information about our people and their roles, staff should refer to policies and documents in our office library.

2.4 Workplace We do all that we can to ensure our workplace is a cultural, professional and safe environment for staff.

> We warmly welcome you. > We are an Indigenous Corporation. > We are an Aboriginal Community-led organisation. > We have a Torres Strait Islander Chief Executive Officer, who is also a legal professional. > We adopt a strength-based approach that respects the principles of self-determination. > We champion culture by delivering services and programs that are based on local ways of doing business. > We encourage transparent, open communication, interaction and discussions. > We help staff to juggle and manage work, personal and community life responsibilities and obligations. > We offer training and professional development opportunities for all members of staff. > We give positive reinforcement and reward our staff. > We all commit to playing our part in creating and maintaining a culturally-safe workplace that build a solid sense of belonging, unity and team spirit. > We care and respect each other. > We are down to earth. > Together, we do amazing things.

You can learn more about our workplace by referring to the policies and documents in our office library.

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3. Our Communities

3.1 Southern Queensland Our area is made up of 12 communities or Local Government Areas within Southern Queensland. These are shown in our map of Queensland demarcating the Southern Queensland Region Boundary and Local Government Area Boundaries, below.

Map of Queensland Demarcating the Southern Queensland Region Boundary and Local Government Area Boundaries in Our Region

Local Government Areas

(1) Balonne (S) (2) Bulloo (S) (3) Cherbourg (S) (4) Goondiwindi (R) (5) Maranoa (R) (6) Murweh (S) (7) Paroo (S) (8) Quilpie (S) (9) South Burnett (R) (10) Southern Downs (R) (11) Toowoomba (R) (12) Western Downs (R)

Note. S = Shire Council; R = Regional Council Source: MapCustomizer, 2017, ABS, ASGS, July 2016.

Our communities stretch across a land area of 405,671.3 square kilometres, 88.2 per cent of which is categorised as remote and very remote Australia.

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Many of the services we offer are delivered in locations outside our Roma office, in communities and courts across Southern Queensland. It is important for you to familiarise yourself with the administrative hubs and location of the communities we service, as travel is something that all staff may be required to do.

Local Government Area Administration Hub and Location

Local Government Area Administration Hub Location

(1) Balonne (S) Saint George 200 km south of Roma and 510 km southwest of Brisbane

(2) Bulloo (S) Thargomindah 670 km south west of Roma and 1,100 km west of Brisbane

(3) Cherbourg (S) Cherbourg 370 km east of Roma and 265 northwest of Brisbane

(4) Goondiwindi (R) Goondiwindi 342 km southeast of Roma and 350 km southwest of Brisbane

(5) Maranoa (R) Roma 480 km west of Brisbane

(6) Murweh (S) Charleville 270 km west of Roma and 745 km west of Brisbane

(7) Paroo (S) Cunnamulla 470 km southwest of Roma and 810 km west of Brisbane

(8) Quilpie (S) Quilpie 480 km west of Roma and 1,010 km west of Brisbane

(9) South Burnett (R) Kingaroy 350 km east of Roma and 215 km northwest of Brisbane

(10) Southern Downs (R) Warwick 440 km southeast of Roma and 160 km southwest of Brisbane

(11) Toowoomba (R) Toowoomba 350 km southeast of Roma and 130 km west of Brisbane

(12) Western Downs (R) Dalby 270 km southeast of Roma and 210 km northwest of Brisbane Source: AFLSSQ Review 2017

There are over 300 towns and localities in our region.

You can learn more about our towns and localities in Southern Queensland by reading the AFLSSQ Review 2017 in our office library.

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3.2 Population Information relating to the ‘Indigenous’ population of Southern Queensland is below.

> 13,881 Indigenous people reside in our region, which makes up 4.9 per cent of all residents in the region, with 13,153 people (94.8%) of Aboriginal origin, 2.7 per cent of Torres Strait Islander origin, and the remaining 2.5 per cent of both Aboriginal and Torres Strait Islander origin. > The number of Indigenous usual residents grew by 3,773 (or 37.5%) (Census 2001-2011), reflecting a natural increase with births exceeding deaths and a mixed partnerships increase in which an Indigenous and a non-Indigenous partner produced a child. > The overwhelming majority (37.8%) of Indigenous people live in the Toowoomba Regional Council Local Government Area (LGA). > Our region has a transient population with 25.5% of Indigenous people aged 1 year and over living at a different address a year earlier. > 31.1% of our usual resident population were in the most disadvantaged state-based quintile, and 11.0% of that population were in the least disadvantaged state-based quintile. > Our most disadvantaged Local Government Areas is Cherbourg (S), with its entire population (100%) in the most disadvantage quintile. > Our Indigenous population has a young age structure, with large portions of younger people and small proportions of older people. > Our region is home to the highest proportion of Indigenous children (aged 0-14 years) and young people (aged 15-24 years) in Australia. > A total of 41.4 per cent of our dependent children were from jobless families where no parent was working. > The unemployment rate for people (aged 15 to 64 years) was 17.6 per cent. > 5.5 per cent of residents had a profound or severe disability, and needed help getting around and/or talking to other people due to a long term health condition.

Learn more about the population statistics presented above from our AFLSSQ Review 2017.

3.3 Languages Over 100 Aboriginal and Torres Strait Islander languages and dialects were once spoken in Queensland. Although that number has since decreased, some of these languages are still spoken today in varying degrees. There is a strong push to preserve traditional languages, and there are many projects of revival and documentation happening across the country.

The table below provides information on the traditional languages of Southern Queensland.

> Click on the link in the AIATSIS Codes column for detail about a particular language.

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Traditional Languages of Our Region

Local Government Areas Language Alternate Names AIATSIS (LGAs) Names Code

(1) Balonne (S) Kamilaroi Comilroy, Gamilaraay, Gamilaroi D23

Yuwaaliyaayi Gamilaraay, Kamilaroi, Yuwaaliyaayi D27

(2) Bulloo (S) Kalili Galili, Kullilli, Ngura D30

Wangkumara Wanggumara, Wongkumara L25

Yawarawarka Yawarrawarrka, Jauraworka L23

(3) Cherbourg (S) Wakka Wakka Waka Waka, Wakawaka E28

(4) Goondiwindi (R) Bigambul Bigumbil, Pikambul, Pikumbul D34

(5) Maranoa (R) Gungabula Gungabulla E35

Mandandanji Kogai, Mandandanyi D44

(6) Murweh (S) Bidjara Bidyara, Pitjara E37

Gunggari Gungurri, Kogai, Ungorri D37

(7) Paroo (S) Muruwari Morowari, Murrawarri D32

(8) Quilpie (S) Margany Maranganji, Mardigan D42

(9) South Burnett (R) Duungidjawu Djunggidjau, Dungidau, Dunggidyawu E20

Jarowair Barrunggam, Yarrowair, Yarowwair, D40 Yarrow-weir

(10) Southern Downs (R) Githabal Gidabal, Gidhabal, Kitabal E14

Giabal Gomaingguru, Paiamba D41

(11) Toowoomba (R) Jarowair Barrunggam, Yarrowair, Yarowwair, D40 Yarrow-weir

Giabal Gomaingguru, Paiamba D41

(12) Western Downs (R) Baranggum Barrunggam, Barunggam D40

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For more information, staff can visit: • Aboriginal and Torres Strait Islander Languages of Queensland (State Library of Queensland); • AIATSIS Map of Aboriginal Australia (ABC Indigenous); and • Map Showing All the Tribes of Australia (National Library of Australia).

Aboriginal English Staff should also be aware that most Aboriginal people in Southern Queensland speak varieties of English called Aboriginal English. There are a number of forms of Aboriginal English: from varieties close to Standard English to varieties close to a mix of Aboriginal English and traditional languages. In essence, Aboriginal English differs from Standard Australian English in every area: pronunciation, grammar, vocabulary, meaning, use and style.

For some Aboriginal people in our region, Aboriginal English is the first language learned. It can also be the preferred language in communications.

Torres Strait Islander Creole Staff should be aware that Torres Strait Islander people residing in Southern Queensland may speak a traditional language from the Islands of the Torres Strait, which are located between Australia and Papua New Guinea.

Meriam Mir is spoken in the Eastern Torres Strait and Kala Lagaw Ya is spoken in the Central and Western Torres Strait. In the top Western communities of Saibai, Boigu and Dauan a dialect of Kala Lagaw Ya called Kalaw Kawaw Ya is also spoken. Kala Lagaw Ya and Kala Kawaw Ya have an Aboriginal structure but with Melanesian elements.

Also, many Torres Strait Islander people may also speak Torres Strait Creole, or ‘Broken (English)’, as it is also known. Like Aboriginal English, Torres Strait Islander Creole also differs from Standard Australian English in every area: pronunciation, grammar, vocabulary, meaning, use and style.

Torres Strait Islander people residing in our communities may also speak Aboriginal English.

Message • Language is a sensitive issue for many people so you must tread lightly. • Recognise that different locations around the country will have different levels of awareness about traditional languages and the languages spoken (both past and present). • Understand that our complex shared history leads to better understandings about the language situation today. • Know people and allow them to share their knowledge, stories and languages with you, if they choose.

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• The AIATSIS Map of Aboriginal Australia is actually a map of Indigenous Australia, as it includes Aboriginal and Torres Strait Islands languages and locations on its map.

For more information, staff can read: • Aboriginal English and The Law (our office library); • Boigu Island: Out of Sight, Out of Mind; • Communicating with Aboriginal and Torres Strait Islander Audiences; • Guide on Aboriginal English (our office library); • Protocols for Consultation and Negotiation with Aboriginal People; • Protocols for Consultation and Negotiation with Torres Strait Islander People; and • Some Lexical Variations of Australian Aboriginal English.

3.4 Our Flags

The Aboriginal Flag The Torres Strait Islander Flag

Designed by Aboriginal Elder Harold Designed by Torres Strait Islander Thomas in 1971, the Aboriginal flag was Leader Bernard Namok, the Torres Strait first displayed on 12th July 1971, National Islander flag was the selected in 1992 by Aborigines’ Day at Victoria Square in the Island Coordinating Council, a Adelaide, and later used at the Tent Queensland statutory body representing Embassy in Canberra in 1972. The flag the community councils of the Torres symbolises Aboriginal identity. Yellow Strait. Green represents the land, blue represents the sun (giver of life) and represents the sea, and black represents yellow ochre. Red represents the red the people. The white dhari (traditional earth (the relationship to the land) and headdress) represents the Torres Strait the red ochre used in ceremonies. Black Island people, and is a symbol of the represents the Aboriginal people. The Coming of the Light in Christianity. The flag is flown or displayed permanently at colours represent the five island groups, Aboriginal centres throughout Australia. a seafaring people. The flag is flown It is recognised as the flag of Aboriginal permanently at Torres Strait Islander peoples of Australia and should only be centres throughout Australia and should flown by other Australians when only be displayed where permission has permission has been granted. been granted.

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4. Our Engagement

4.1 Client Needs Aboriginal and Torres Strait Islander people in our communities can experience a host of problems and traumas, and staff will have to understand client needs within the bigger context of their trauma history. At any given time, a person who needs our help might: • feel ‘shame’ and experience anxiety about the whole situation; • fear that asking for help will result in their children being taken from their care and placed in the ‘care’ of the State; • worry that reporting the perpetrator will bring about adverse consequences, for them as individuals, and for their families and community, as a whole; • feel uneasy about having to deal with non-Indigenous service providers in general; • worry that they may know a staff member at AFLSSQ and that sharing their business will not be kept confidential; • worry that they do not ‘look Indigenous’ or belong to the ‘Indigenous’ community; and/or • be overwhelmed by the situation.

It is natural for people to want to maintain control for decisions that affect their lives. It is important to understand that sometimes people can ignore a problem exists and may need some time to ask for help. Some people will just want the problem to go away and believe that, with time, it will. Other people may opt against following up on offers of legal and counselling support and referral, and remain with the (offending) partner and/or (offending) family member. Hence, understanding client needs is essential to meeting client needs.

4.2 Staff Needs Providing services to clients with complex and diverse needs places additional burdens on staff and requires more of them. We are committed to understanding staff needs, and we do what we can to support by: • creating opportunities for formal and informal learning, training and professional development on how to engage Aboriginal and Torres Strait Islander people; • encouraging staff to become reflective practitioners; • nurturing a workplace environment that allows staff to raise questions they may have, and responding to those where we can; • sharing personal recent experiences so that staff can learn from each other; • joining in on cultural activities that celebrate Aboriginal and Torres Strait Islander national and local events, and commiserate Sorry Business; and • developing information and resources to guide them in their daily duties.

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Staff can learn more about the support available to them by referring to policies and documents in our office library.

4.3 Our Six R’s We have set six key ground rules of engagement; Our Six R’s. It is important that staff understand these ground rules because they establish our principles for engaging with Aboriginal and Torres Strait Islander people in our communities. If these ground rules are not followed, people may become offended and disengage, and walk away.

Our Six R’s

Respect Respect refers to showing regard for the culture, protocols and business of Aboriginal and Torres Strait Islander people in a sincere and appreciative way.

Recognise Recognise refers to having a reasonable knowledge and understanding of the issues and needs of Aboriginal and Torres Strait Islander people, especially those at risk.

Respond Respond refers to working in a culturally-appropriate, genuinely interested and timely manner and, at the very least, to do no harm.

Reflect Reflect refers to thinking back on past engagement experiences, and applying newly acquired learning and knowledge to improve one’s future practice.

Rekindle Rekindle refers to ensuring ongoing relationships that are collaborative, participatory, giving back and valued.

Represent Represent refers to conducting business in a courteous, helpful and competent way, and strengthening the ties between Community and the organisation.

4.4 Our Ten Tips To support staff in applying Our Six R’s to everyday engagement, we have identified ten communication tips that may help you. Our Ten Tips 〉 Do and Be Mindful offer direct actions to guide staff on what to do and how to be mindful when communicating with people in our communities. These are presented over the page.

For more information, staff can read: • Communicating with Aboriginal and Torres Strait Islander Audiences; • Guide on Aboriginal English (Our office library); • Protocols for Consultation and Negotiation with Aboriginal People; and • Protocols for Consultation and Negotiation with Torres Strait Islander People.

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Our Ten Tips 〉 Do and Be Mindful

〉 Do use clear, plain English. Be mindful when using acronyms, legalese or other technical terms and do not do so unless it is absolutely necessary.

〉 Do think about the speed at which you speak. Be mindful of speaking too quickly because people need time to hear what you are saying and make a decision on what you are saying, and trust that to you.

〉 Do organise your ideas. Be mindful of asking too many questions, especially direct questions, as some people may see this as rude or intrusive and it may cause offense.

〉 Do take turns at talking. Be mindful not to interrupt when someone else is speaking, and never finish anyone’s sentences.

〉 Do speak in a calm, respectful manner. Be mindful of the volume of your talk, and do not speak in a patronising manner.

〉 Do read body language signals and cues. Be mindful that the person you are speaking with is still listening and interested.

〉 Do observe personal space. Be mindful of standing or sitting too close to people, as this can be very off-putting.

〉 Do be a good listener. Be mindful of the number of minimal responses (e.g., mm, ah, ok) that you provide as a listener because these can be heard as interruptions.

〉 Do be careful with what you say and keep your own counsel. Be mindful of your obligations to act ethically and morally to keep people’s business private, and never engage in gossip or rumour.

〉 Do use formal address for Elders, Traditional Owners and Community people. Be mindful of using overly-familiar terms (e.g., aunty, uncle), without

the person’s expressed permission to do so.

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5. Our Client Services

5.1 Working Together Working together is integral to the delivery of our client services to Aboriginal and Torres Strait Islander people and their families. Working together, we ensure our client services are locally- responsive, culturally-appropriate and ethically-sound.

For general information on working with Aboriginal and Torres Strait Islander people, staff can read: • Guidelines for Ethical Research in Australian Indigenous Studies; and • Keeping Research on Track: A Guide for Aboriginal and Torres Strait Islander Peoples about Health Research Ethics.

5.2 Client Service Programs AFLSSQ has delivered a number of client service programs. These include ‘individual’ and ‘community’ programs, which are key categories in our internal data system (CLASS). Some of our programs are listed below.

Individual Programs • Advocate-support worker interventions working together with Far West Indigenous Family Violence Service (FWIFVS) to meet the transportation needs of our clients and families so that they could attend court, access other services and be better supported. This was available to clients from Bulloo, Charleville, Paroo and St George. • Mental health and well-being programs working together with Wondin-dee, place of hope, to support our clients and families to cope with violence, homelessness, poor health, parenting problems and other issues that impact mental and emotional health and wellbeing. This program has supported clients from Cherbourg and Murgon. • Health and wellbeing services, for example with Ruby Rise Up Be Yourself which is a physical fitness program run at the Roma PCYC for women, children and young people affected by domestic and family violence. This was available to clients from Roma.

Community Programs • Clothing drive program working together with Charleville Neighbourhood Centre in response to ongoing community need for clothing for the Charleville community. • Feeding families program working together with Surat Aboriginal Corporation to assist families in Balonne and the Maranoa serve meals for good health and wellbeing. • Knowledge sharing, for example working together with the National Organisation for Fetal Alcohol Spectrum Disorders (NOFASD) and the Reparations Review Panel to

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support community understanding and access to stolen wages monies, promote awareness of the implications of alcohol and drugs for women who are pregnant and its affect on their babies, and respond to legal and other community matters. • Research, for example working together with ResearchCrowd who built a knowledge foundation through evidence-based research and evaluation so that we could know our communities and their needs, and identify services and programs for the future.

Further, given our funding in 2017-2018 to deliver counselling programs, our clients can expect a greater choice of programs to be made available to them. Staff can expect to play an important role in these programs. You can learn more about these programs by referring to corresponding manuals, which are currently being developed.

5.3 Partners A list of our partners is provided below.

Aboriginal and Torres Strait Islander Legal Service Aboriginal and Torres Strait Islander Legal Service (Qld) (ATSILS) is a community-based organisation providing professional and culturally competent legal services for Aboriginal and Torres Strait Islander people across Queensland. We work in partnership with them in Brisbane, Charleville, Murgon, Roma and Toowoomba.

CatholicCare CatholicCare is the social services agency of the Catholic Diocese of Toowoomba. They provide a range of services to promote individual, family and community wellbeing, including the Family Support Program (Counselling, Education and Family Dispute Resolution), Aboriginal and Torres Strait Islander Peoples Service, Mental Health Services (including Partners in Recovery) and the Domestic Violence Prevention. We work in partnership with them in Roma and Toowoomba.

Cherbourg Murri Court Elders Cherbourg Murri Court Elders work to address the over-representation of Aboriginal and Torres Strait Islander people in the criminal justice system. Working with the Elders is a privilege because they work to help the defendant acknowledge their actions and take steps to change their lives for the better, which can reduce re-offending and build safer communities.

Charleville Neighbourhood Centre Charleville Neighbourhood Centre works with groups and individuals in Charleville. They provide support, information and referral for community development including local community groups as well as other regional community services to meet community needs.

Community Justice Group Community Justice Group (CJG) supports Aboriginal and Torres Strait Islander people who have come into contact with the criminal justice system. CJGs are run by members of the local

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Aboriginal and Torres Strait Islander community and provide a community-based response to local issues, working cooperatively with magistrates, police, corrective services personnel and staff from other government agencies. We work with Community Justice Groups in Cherbourg, Cunnamulla, Goondiwindi, St George and Toowoomba.

Cunnamulla Aboriginal Corporation for Health Cunnamulla Aboriginal Corporation for Health (CACH) is a community-controlled Indigenous organisation providing primary health care services to Indigenous people. CACH grew out of the desire of local Indigenous people to take control of their own health and how primary health care services are delivered to Indigenous communities in the South West area of Queensland. The organisation auspices the Far West Indigenous Family Violence Service.

Far West Indigenous Family Violence Service Far West Indigenous Family Violence Service (FWIFVS) aims to improve and increase the provision and access to services as well as the wellbeing of people in rural Australia by providing new and innovative local primary health care solutions and transport services within the Paroo and Bulloo Shires as well as Charleville, St George and surrounding areas. The organisation is under the auspice of the Cunnamulla Aboriginal Corporation for Health.

Goolburri Aboriginal Health Advancement Co Ltd Goolburri Aboriginal Health Advancement Company (Goolburri) is an incorporated community not-for-profit organisation that has been providing culturally appropriate services to the Aboriginal and Torres Strait Islander and non-Indigenous community for 20 years. Goolburri provides dental and health services, home and community care, and child protection services for people based in Charleville, Roma, St George and Toowoomba.

Queensland Government’s Department of Aboriginal and Torres Strait Islander Partnerships Reparations Review Panel The Department of Aboriginal and Torres Strait Islander Partnerships (DATISP) Reparations Review Panel acknowledges past injustices towards Indigenous Queenslanders whose wages and savings were controlled under previous governments’ ‘Protection Acts’. We partnered with the Panel and the Indigenous Australian Foetal Alcohol Education Network to deliver a collaborative knowledge sharing workshop to the Cherbourg and Murgon communities.

ResearchCrowd ResearchCrowd is an Indigenous Supply Nation accredited organisation that specialises in Indigenous research in Australia. ResearchCrowd provided us with mentoring, advice, research and evaluation so that we can deliver actual change that is evidence-based and much needed in our communities.

Ruby Rise - Up Be Yourself Ruby Rise - Up Be Yourself is a physical fitness program run at the Roma PCYC for women that have been or are currently affected by Domestic Violence. The class is run by a qualified fitness

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instructor and the class is free for participants, who are encouraged to bring a support person with them especially for the first visit, and children are also welcome.

Surat Aboriginal Corporation Surat Aboriginal Corporation (Surat) works with groups and individuals primarily within the Maranoa and Balonne regions. They provide culture and capability, safety and wellbeing, children and schooling programs, and parenting programs for Indigenous communities.

TASC Roma TASC Roma provides advice and information for people who require legal, advocacy or social services assistance. TASC provides free services to the vulnerable and marginalised members of our community, including people who are at risk, people who have a disability, people who have a mental illness and people who might not otherwise have a voice in our community.

University of Queensland TC Beirne School of Law’s Pro Bono Centre University of Queensland (UQ) TC Beirne School of Law’s Pro Bo Centre is a nationally recognised and highly regarded leader in the development, promotion and provision of student pro bono legal services. We are fortunate to have been selected by the TC Beirne School of Law graduates.

Wondin-dee Wondin-dee (place of hope) (South Burnett) provides counselling to Aboriginal and Torres Strait Islander people in or connected to Cherbourg who are affected by family violence. Wondin-dee is run out of the South Burnett Community Training Centre, who delivers programs for young people and families experiencing homelessness, domestic and family violence, health issues and parenting issues, and provides support for education, employment and their community. We work in partnership in Cherbourg and Murgon.

5.4 Moving Forward AFLSSQ is preparing to deliver an innovative range of culture-gender-and-age specific counselling programs to communities where the need is greatest in our region. An AFLSSQ counsellor will typically lead these programs, some of which we will deliver with our partners - working together to provide wraparound services that meet client needs.

You may be requested to lead or participate in our programs, and are encouraged to develop proposals for programs. Interested staff can begin the process by emailing our Chief Executive Office or raising their ideas in our regular, weekly all-staff, in-house meetings.

Staff can learn more about our programs and partners by referring to policies and documents in our office library.

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6. Our Case Practice

6.1 Case Management and Casework Case practice refers to case management and casework. Case management and casework are similar in that they both involve working with complex individual or family cases to ensure client needs are met in an integrated and holistic way.

• Case management primarily involves a process by which the client's needs are identified and services are coordinated and managed in a systematic way. • Casework essentially involves problem solving, using specific strategies to provide services for meeting the needs of the client.

At AFLSSQ, a cultural framework supports how we plan for providing Indigenous specific client services and how we implement them under the Third Action Plan 2016-2019 of the National Plan to Reduce Violence against Women and their Children.

6.2 Stages of Case Practice There are a number of stages in case practice at AFLSSQ.

Referral to AFLSSQ Referral to AFLSSQ comes from a number of different sources, including: • our communities; • service provider organisations; and • government departments.

Referrals to our services are made in person, by telephone, via mail and through our website.

Intake or Referral to Other Agencies We are committed to ensuring that everyone who approaches us for service is assisted either through intake to the service or a referral to another agency (or agencies) that can address the client’s needs. Our eligibility criteria for intake are inclusive of the widest possible group of people who may need to access our service, in line with State and Commonwealth Anti Discrimination legislation requirements.

Staff: • operate with clear criteria for eligibility and priority for service access; • apply these criteria in a fair, equitable, ethical and transparent manner; and

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• provide referrals for clients who are ineligible for our services, unable to access the service for other reasons or in need of the service of other agencies.

Intake Process Our intake process operates under the service guidelines for the Family Violence Prevention Legal Services Operational Framework. Staff will know that the intake process at AFLSSQ is particular to an ‘Indigenous specific’ family service for Aboriginal and Torres Strait Islander people and their families. The process involves a combination of phone calls, meetings, emails, handwritten notes, intake forms and documents. The process is presented in our access flowchart.

AFLSSQ Access Flowchart

© AFLSSQ Review, 2017

To help organise the process presented in our access flowchart, internal data is entered into the Community Legal Assistance Services System (CLASS) via the Internet - primarily from the office, or via remote access at court or at an outreach location. All staff need to understand how to work in CLASS so that they can record client and other information (or raw data). Both

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self-paced, online training and group, in-house training are available, and the people at CLASS are very helpful.

Assessment The assessment process involves collecting and evaluating information from the individual client and relevant professionals involved with the case from case planning and case review through to case closure. Assessment is a vital. It helps staff identify individual client needs and plan suitable outcomes; conduct case reviews (through regular supervision, care team meetings, and reflective practice) and come to an understanding of whether outcomes have been met or require revision. Staff need to undertake a number of steps to close a case, and will want to send a final letter to the client, make referrals for ongoing support (if required see Referral to External Provider Form), and update and close the individual file in the database.

For information on the process of program assessment/evaluation, staff will need to refer to the relevant program manual. In general, the main thing to remember is that the program logic outlines the theory of change (or theory of action) that underpins your program. To complete a project evaluation, you need to learn about evaluation (knowledge) and then undertake an evaluation (practice) to be able to assess the impact of the program in a valid and reliable way.

Information about these processes can be found at: • Inside Policy Third Action Plan Info; and • RAND.

6.3 Case Practice Approach Our services are delivered by care teams in line with the Third Action Plan of the National Plan to Reduce Violence against Women and their Children and calls by the Not Now, Not Ever campaign to put an end to violence in Queensland communities.

Our Model Approach

Trauma- Strengths- Culturally- Risk- informed based safe assessed

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Our Model Approach is based on effective trauma-informed, strengths-based, culturally-safe, risk-assessed, wrap-around victim support services for clients and their families.

Trauma-informed Our case practice is trauma-informed. Our clients (generally) suffer cumulative and ongoing individual trauma that is particularly complex to deal with.

Individual trauma results from an event, series of events, or circumstances that is experienced by an individual as physically or emotionally harmful or life threatening and that has lasting adverse effects on the individual’s functioning and mental, physical, social, emotion, or spiritual well-being. SAMHSA

A common source of complex trauma among individual Aboriginal and Torres Strait Islander people is domestic and family violence.

Staff must be able to recognise the signs of complex trauma when dealing with traumatised clients. Trauma symptoms vary. They can include excessive alertness, poor concentration, disturbed sleep and any combination of other symptoms. Complex trauma can occur for the individual, as in the case of an event of circumstances being inflicted by one group on another, such as forced relocation and exposure to violence in the community.

When we provide care that is trauma-informed, we are aware and sensitive to the client’s presentation and needs in the context of their trauma history. A trauma-informed approach must resist re-traumatising clients and staff (who may have their own trauma histories and/or secondary traumatic stress from exposure to and working with individuals with complex trauma). You need to keep a look out for triggers that can exacerbate symptoms.

Staff can read more about a trauma-informed approach to healing people, sharing culture and regenerating communities at Blue Knot Foundation, Gallang Place and We Al-li.

Strengths-based Our case practice is strengths-based. A strengths-based approach empowers people through self-determination. This approach fits well with our formation and fabric, as a community-led organisation that is driven by our local communities. It draws on our resources, resilience and rights for making decisions about our lives, families and communities; as expressed in the AFLSSQ catchphrase, Community Matters.

Culturally-safe Our case practice is culturally safe. What that means is that our staff and the people we serve feel physically and psychologically safe. This involves staff levelling power differentials to ensure a collaborative, culturally safe approach to supporting clients. At all times, we will

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adhere to established, culturally-appropriate methods when conducting our activities, and will approach those involved with respect, courtesy and humility.

Risk-assessed Our case practice is risk-assessed. A risk-assessed case management plan involves coordinating practices and procedures to minimise harm. At AFLSSQ, harm caused by domestic and family violence requires staff to carry out a risk assessment based upon their understanding of domestic and family violence, risk factors that increase a family’s exposure to domestic and family violence, and victim’s perceptions about ongoing domestic and family violence risk.

6.4 Wrap-around Care Our case practice is designed to deliver wrap-around care.

Our case practice is care team based. The care team plays a critical role in care planning, and usually includes: • a trusted support worker (who is preferably Indigenous, operates from a trauma- informed case practice framework and is well networked within the community); • a multi-disciplinary team comprising staff (solicitors, court support workers, counsellors) and any mix of our working partners and other wrap-around supports; • professionals supporting the community; and • community (as client, participant and recipient).

The CEO signs off on things for the care team, who brings together experts with extensive experience and shared knowledge of trauma-informed victim services. Working together in this way means we are part of an interconnected, integrated system of support for our communities, providing wrap-around support driven by those on the ground.

At AFLSSQ we include a client’s natural support system (including family members, caregivers, doctors and so forth) together with various agency personnel and community representatives to address the dynamic needs of the client. While additional services may be required depending on the client’s particular circumstances, our wrap-around support service involves experts with a shared understanding of trauma-informed victim services working and walking together.

Together we are able to provide a shared commitment to preventing and reducing domestic and family violence and the trauma that is so debilitating for Aboriginal and Torres Strait Islander people, families and communities. So really what this means is everyone has a role to play in building safer communities, free from violence.

Staff can learn more about our case practice by referring to polices and documents available in our office library.

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7. Our Standards

7.1 Policies AFLSSQ is committed to quality standards, as set down in our comprehensive policy library. Our policy library comprises 12 key sections, each of which contains a number of policy documents.

AFLSSQ Policy Library

Section 1 Organisational Functions

Section 2 Board of Directors and Organisational Development

Section 3 Managing Risk

Section 4 Organisational Development

Section 5 Human Resource Management

Section 6 Financial Management

Section 7 Safety and Wellbeing

Section 8 External Relationships

Section 9 Advice and Casework

Section 10 Records

Section 11 Casework

Section 12 Miscellaneous

Our policies and procedures are based on government legislation, sector policies and frameworks. They are designed to influence and determine all major decisions and actions, and all activities that take place within the boundaries set by them.

Our procedures are the specific methods employed to express policies in action in day-to-day operations of the organisation. Forms relating to a particular policy are listed in the relevant policy document, together with additional, related information.

Staff are expected to adhere to the principles and procedures set down in our policy library in the carriage of their duties. Staff are also required to make themselves aware of amendments to our policy documents, as this may occur with or without notice.

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AFLSSQ is accredited by relevant national and state bodies.

ACNC Australian Charities and Not-for-profits Commission

CLC Community Legal Centre Queensland

FVPLS Family Violence Prevention Legal Services

NACLC National Association of Community Legal Centres

ORIC Office of the Registrar of Indigenous Corporations

QAILS Queensland Association of Independent Legal Services

Here we are in the picture with some of our colleagues and partners at the Research Partnerships Roundtable, Community Legal Centres Queensland and National Association of

Community Legal Centres in 2016.

Certification AFLSSQ staff hold a number and variety of certifications in line with the duties they perform. A partial list of certifications is presented below.

• Admission to Roll of Lawyers (mandatory for legal staff). • Approved law degree (mandatory for legal staff). • Bachelor degree in a relevant area (mandatory for legal and counselling staff). • Counselling registration (optional for counselling staff). • Diploma in a relevant area (mandatory for administration staff). • First Aid Certificate (optional for staff). • Mental health training / Indigenous healing (mandatory for staff). • Positive notice (blue card) (mandatory for staff working with children). • Practising certificate (mandatory for legal staff). • Professional supervision (mandatory for counselling staff). • Queensland Drivers Licence (mandatory for staff).

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• Social work accreditation (optional for social work staff). • Supervised traineeship (mandatory for legal staff).

Staff may be requested to engage in professional development to gain new knowledge, skills and qualifications, and keep up to date with what is happening in their area of service.

Staff may also identify job-related professional development opportunities that they wish to undertake. Interested staff can begin the process by emailing our Chief Executive Office. Our Chief Executive Officer retains the right to request, allow and / or deny requests for professional development. More information is available in our office library.

7.2 Health and Safety AFLSSQ is committed to quality standards that ensure the health and safety of our staff, clients and any other person who may be affected by our operations. This rests on the principles of action set out in our policy library, such as the Workplace Health and Safety Policy.

This policy guides our approach to promoting and maintaining physical, mental and social wellbeing for all people in the workplace, and complies with the following legislation.

• Work Health and Safety and Other Legislation Amendment Act 2017. • Work Health and Safety Regulation 2011.

Staff can learn more about our health and safety standards and practices by referring to polices and documents available in our office library.

7.3 Informed Clients We are committed to ensuring our clients are informed.

AFLSSQ collects, keeps and disposes of client records in ways that protect privacy and ensure confidentiality is maintained. Procedures include: • Dealing with personal information; • Responsibilities for managing privacy; • Privacy information for clients; • Privacy for interviews and personal discussions; and • Participants in research projects.

Staff need to inform clients of their rights to privacy and obtain client consent.

You will need to obtain the client’s consent to collect and use their information.

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Clients also need to be informed of their rights under the Freedom of Information Act 1982 including their right to request access to their files.

Consent to share information form is included in the client welcome pack and needs to be explained to clients when they first enter the service. As with all documents in the client welcome pack, clients are to sign the checklist in the pack to confirm they have received the documents and had these explained to them.

Caseworkers are required to gain the consent of clients to collect and share their information with other services. Caseworkers will ask clients to sign the consent to exchange and release information form after it has been explained to them. This form is included in the client welcome pack. AFLSSQ requests consent for personal information to be: • provided by AFLSSQ to other agencies to assist in decisions about their eligibility for the program; • provided by one agency to another for the purpose of referring the client for services; and • sought from another agency to assist with the assessment of the client’s needs and identifying the services most appropriate to their needs.

Clients are able to withdraw or limit their consent at any time; however this may make it difficult for appropriate services to be provided to clients, and their families.

Transferring Information Staff may need to transfer client files, carer files and other documents with other members of staff. They may also need to transfer client information to partner agency sites to share information, make a referral or transfer the case.

When transferring files internally, staff are required to deliver these in person and document the transfer on the client file (electronic and hardcopy). Staff are not permitted to take client files and documentation containing children, families or carers information home.

Electronic transfers of client information need to be minimised, however where this is required staff need to ensure that: • they have the correct email address of the intended recipient of the information; and • any email containing child, family or carer information needs to contain a footer with the following message.

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this email. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system.

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• Record of emails sent or received are printed and stored on the paper file and saved to electronic client files and deleted from Microsoft outlook. • Documents are password protected and the password is not provided in the content of the email (refer to the how to – set passwords on documents for more information about how to do this).

Child or family related emails are subject to privacy and information sharing provisions.

Staff can learn more about our standards for informed clients by referring to polices and documents available in our office library.

7.4 Compliments and Complaints We encourage our clients and stakeholders to provide feedback, both positive and negative. This provides us with a source of ideas for improving services and activities. Our procedures for managing client and stakeholder feedback include: • initiating and collecting client and stakeholder feedback; and • using feedback for service improvement.

Any person or organisation using our services has the right to lodge a complaint against our organisation and/or our staff, if they choose. We address concerns in a manner that ensures access and equity, fairness, accountability and transparency, and appropriate response.

Our procedures for managing complaints include: • Information for clients and stakeholders; • Making a complaint; • Lodging an appeal; • Procedure for complaints and appeals management; • Record keeping; and • Complaints involving our staff members; Board members and Leaders.

Staff can learn more about our quality standards in our office library.

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8. Our Sector

8.1 Domestic and Family Violence AFLSSQ provides much-needed services and support to Aboriginal and Torres Strait Islander families in Southern Queensland who have been affected by domestic and family violence.

Domestic violence describes behaviour by a person (the first person) towards another person (the second person) with whom the first person is in a relevant relationship, intimate personal relationship and / or spousal relationship. Domestic and Family Violence Protection Act 2012 [s 13]

Family violence is a broader term that generally extends to violence between family members as well as violence between intimate partners. The term family violence is often used to identify violence experienced by Aboriginal and Torres Strait Islander people, where violence can take place between people from a variety of marital and kinship relationships.

Domestic and family violence can include a broad range of actions and behaviours, including physical violence, psychological violence, sexual violence, sexual violence, financial abuse, technology-facilitated abuse, and neglect. National Plan to Reduce Violence against Women and their Children (pp.43-44).

As an Indigenous-led organisation with an obligation to our communities to do no harm, we believe that using the term ‘family violence’ to refer to ‘domestic violence’ between two persons has the potential to do harm. It has the potential to negatively stereotype Aboriginal and Torres Strait Islander families as violent mobs, where ‘everyone punches on’.

We use the term ‘domestic and family violence’. When we say ‘domestic violence’ we are referring to acts of violence between intimate partners; when we say ‘family violence’ we are referring to acts of violence between family members, including acts where children are involved.

Children’s exposure to domestic and family violence can take many forms, including: • being subjected to violence; • intervening on behalf of a parent or other person; and • experiencing the after effects of violence.

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Children who are exposed to family violence have higher levels of emotional and behavioural problems than children who have not. Children who are in violent homes are also at a greater risk of physical abuse or having their physical and emotional needs neglected. Providing children with an environment in which they feel both physically and psychologically safe is an important priority for staff.

For more information about domestic and family violence, staff can visit: • Australian National Research Organisation for Women’s Safety Limited (ANROWS); • National Summit on Reducing Violence Against Women and Their Children (COAG, Council of Australian Governments); • Not Now, Not Ever Campaign (Queensland Government); • Community Domestic and Family Violence (Queensland Government); and • Family Court of Australia (Commonwealth of Australia).

For more information about domestic and family violence, staff can read: • Aboriginal and Torres Strait Islander Task Force on Violence Report; • Address by Chair of the Advisory Panel on Reducing Violence against Women and Their Children; • ANROWS Special Collection: Violence against Women in Aboriginal and Torres Strait Islander Communities; • Domestic and Family Violence Protection Act 2012; • Existing Knowledge, Practice and Responses to Violence against Women in Australian Indigenous Communities: State of Knowledge Paper; • Family Law Act 1975; and • National Plan to Reduce Violence against Women and their Children.

8.2 The National Plan The National Plan identifies six National Outcomes to work towards from 2010 to 2022.

1. Communities are safe and free from violence. 2. Relationships are respectful. 3. Indigenous communities are strengthened. 4. Services meet the needs of women and their children experiencing violence. 5. Justice responses are effective. 6. Perpetrators stop their violence and are held to account.

These cover four three-year Action Plans. We are at the Third Action Plan.

1. National Priority Area 1: Prevention and early intervention. 2. National Priority Area 2: Aboriginal and Torres Strait Islander women and their children. 3. National Priority Area 3: Greater support and choice.

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4. National Priority Area 4: Sexual violence. 5. National Priority Area 5: Responding to children living with violence. 6. National Priority Area 6: Keeping perpetrators accountable across all systems. Queensland According to the Not Now Not Ever: Putting an End to Domestic and Family Violence in Queensland report, the annual cost of domestic and family violence to the Queensland economy is estimated to be between $2.7 billion to $3.2 billion, with the number of reported incidents increasing from 58,000 in 2011-2012 to 66,000 in 2013-2014. While these figures are overwhelming, they potentially belie the full extent of domestic and family violence in Queensland because we have no way of knowing how much goes unreported. We do not know much about domestic and family violence against Aboriginal and Torres Strait Islander men and children because men are reluctant to report being victims of domestic violence.

But, we do know that: • Aboriginal and Torres Strait Islander women experience domestic and family violence more often than other women in Queensland, and are more likely to be seriously injured; • Aboriginal and Torres Strait Islander women are also more likely to experience family violence from a broader range of extended family relationships; • Aboriginal and Torres Strait Islander women in rural and remote communities and their children and the elderly are at significantly higher risk from the incidences and impacts of domestic and family violence; • The impact of past trauma is a contributing factor for violence in Aboriginal and Torres Strait Islander communities, and for other situational factors that contribute to domestic and family violence, including poverty, unemployment, drug and alcohol use, and poor health; and • Non-disclosure is a big problem in some communities.

And, we know that for the cases that get heard, the legal process from the point of interrogation right through to the judicial system can be a traumatic experience.

8.3 On the Ground On the ground, a number of initiatives have been implemented. Some of these include: • building the evidence base, for example through the work of ANROWS and the Australian Human Rights Commission; • improving governance and engagement, for example through the work of the COAG and Women’s Safety Ministers; • making changes to criminal law, increased penalties and considering making non-lethal strangulation a criminal offence, as it can be a precursor to murder; • campaigning to raise awareness amongst males, including the White Ribbon Campaign and One In Three Campaign;

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• establishing additional accommodation and crisis shelters for women and their children in Brisbane, Roma and Townsville; • trialling integrated service responses, such as the Cherbourg Integrated Service Response Trial; • supporting men through programs for dads, such as Walking with Dads; • providing online learning programs for Chief Executive Officers (e.g., Recognise, Respond, Refer: Domestic Violence and the Workplace) and training (e.g., Course in Responding to Domestic and Family Violence at Central Queensland University); and • Resources and Information for Aboriginal and Torres Strait Islander Employees in the Workplace, developed by ResearchCrowd, a Supply Nation Certified business in Brisbane, for the National Working Women’s Centres.

Staff should be aware that these are only some of the happenings on the ground. What that means is you will need to engage in self-directed learning and make sure that you are informed of new directions and initiatives designed to put an end to domestic and family violence.

We understand that staff may have their own issues that they are experiencing. Where this is the case, we encourage staff to refer to DV Work Aware to learn about best practice responses to issues of domestic and family violence in the workplace. Aboriginal and Torres Strait Islander staff can refer to Information for Aboriginal and Torres Strait Islander Employees in the Workplace for advice on staying safe, staying strong at work.

More information for staff is available in our office library.

8.4 Key Service Providers There are a number of key services providers in Queensland. These include Aboriginal and Torres Strait Islander community controlled organisations. AFLSSQ is the only community controlled organisation to deliver domestic and family violence legal services to all 12 communities within Southern Queensland. A number of other Aboriginal and Torres Strait Islander community-based organisations provide some legal and related services to some communities within our Region. Some of these are listed below.

ATSILS Aboriginal and Torres Strait Islander Legal Service

CACH Cunnamulla Aboriginal Corporation for Health

CRAICCHS Cherbourg Regional Aboriginal and Islander Community Controlled Health Services

CWAATSICH Charleville and Western Areas Aboriginal and Torres Strait Islanders Community Health

Goolburri Goolburri Aboriginal Health Advancement

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9. Relevant Resources

9.1 Government Reports Listed below are links to government reports relevant to the work of AFLSSQ.

• Aboriginal and Torres Strait Islander Health Performance Framework 2017 Report • Aboriginal and Torres Strait Islander Task Force on Violence Report • Address by Chair of the Advisory Panel on Reducing Violence against Women and their Children • Australian Solicitors Conduct Rules (2011) • Communicating with Aboriginal and Torres Strait Islander Audiences • Discussion Paper on Constitutional Recognition of Aboriginal and Torres Strait Islander Peoples • Discussion Paper: Remote Employment and Participation • Domestic and Family Violence Prevention Communication and Strategy 2016-2026 • Guidelines for Ethical Research in Australian Indigenous Studies • Incarceration Rates of Aboriginal and Torres Strait Islander Peoples: Discussion Paper • Indigenous Advancement Strategy – Commonly Asked Questions • Information for Aboriginal and Torres Strait Islander Employees in the Workplace • Keeping Research on Track: A Guide for Aboriginal and Torres Strait Islander Peoples about Health Research Ethics • National Strategic Framework for Aboriginal and Torres Strait Islander Peoples’ Mental Health and Social and Emotional Wellbeing 2017-2023 • National Summit on Reducing Violence Against Women and Their Children • Not Now Not Ever: Putting an End to Domestic and Family Violence in Queensland • Prime Minister’s Annual Report to Parliament on Progress in Closing the Gap • Protocol on Indigenous Language Interpreting for Commonwealth Government Agencies • Protocols for Consultation and Negotiation with Aboriginal People • Protocols for Consultation and Negotiation with Torres Strait Islander People • Report of the Australian Government Delegation to the 61st Session of the United Nations Commission on the Status of Women • Solutions that Work – What the Evidence and Our People Tell Us • Stronger Communities for Children Evaluation Report • Strong Families, Safe Kids: Family Violence Response and Prevention for Aboriginal and Torres Strait Islander Children and Families

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• The Health and Welfare of Australia’s Aboriginal and Torres Strait Islander Peoples • Third Action Plan 2016–2019 of the National Plan to Reduce Violence against Women and their Children 2010–2022 • Understanding the Needs of Aboriginal and Torres Strait Islander Women and Girls

9.2 Other Reports Listed below are links to reports, research and other documents that are relevant to the work of AFLSSQ.

• ANROWS Special Collection: Violence against Women in Aboriginal and Torres Strait Islander Communities • Bringing Them Home Report of the National Inquiry into the Separation of Aboriginal and Torres Strait Islander Children from Their Families • Cultural Diversity & Aboriginal & Torres Strait Islander Lawyers • Cultural Identity and Financial Literacy: Australian Aboriginal Experiences of Money and Money Management • Ending Family Violence and Abuse in Aboriginal and Torres Strait Islander Families • Existing Knowledge, Practice and Responses to Violence against Women in Australian Indigenous Communities: State of Knowledge Paper • Indigenous Women’s Experiences of Work • Information for Aboriginal and Torres Strait Islander Employees in the Workplace • Overcoming Indigenous Disadvantage: Key Indicators 2016 Report • Review of the Victims of Crime Assistance Act • Social Structures and Processes Linking Anger, Humiliation Power and Violence in Racist Societies • Some Lexical Variations of Australian Aboriginal English • Stories from the Aboriginal Women of the Yarning Circle: When Cultures Collide • The Indigenous Safe Sleeping Project: Closing the Gap on Knowledge, Resources and Access in Queensland • The Little Red Yellow Black Book: An Introduction to Indigenous Australia • Updated Evidence and Analysis of Legal Need • We Al-li: Trauma Informed Training to Community and Organisations

9.3 Queensland Court Videos The videos listed below provide important information on the court process for domestic and family violence.

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• What is domestic and family violence • What is a domestic violence order • How to apply for a protection order • What happens in court • What if I’m served • Understanding the conditions on a domestic violence order

9.4 Social Media The list below provides links to various online organisations and platforms. While AFLSSQ does not necessarily endorse some of the views expressed, we believe they may be of interest to staff. As you learn more about AFLSSQ, you may be able to help us grow this list. We welcome the input of staff, so please feel free to share your ideas with us.

• Aboriginal Women for Change • Becoming Trauma Informed • Black Dog Institute • Change the Story: Violence Against Women in Australia • Complex Mental Health in the Workplace • Complex Trauma For Health Professionals • Creative Spirits – Domestic and Family Violence • Domestic Violence Declared a National Crisis • Erin Pizzey Speaks at the Domestic Violence 2014 Symposium in Toronto • Healing Foundation • Indigenous Women Living in Remote Areas who experience Domestic Violence • Inside Violent Families • It’s Time to Act on Our Watch • "Meriba Buaigiz" All Families - Torres Strait Australia - Domestic Violence • NAIDOC 2018 • ON Series: Workplace Bullying and Mental Health • Our Place Online • Our Stories • Q & A – Family Violence Special • Reconciliation Resources • Share Our Pride • Smartsafe – Immediate Safety Settings for an iPhone

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• SNAICC: National Voice for Our Children • Stand Together Against Domestic and Family Violence • The Ration Shed – Re-telling Cherbourg History • UN: Indigenous Women Subjected to Violence • Violence against women we say no more • We Say No More • 200+ Years of Aboriginal Australian History

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10. Helplines

Listed below are links to organisations that provide help to people experiencing domestic and family violence in Queensland, with additional information provided for staff who may be in need of assistance in their job. This is a partial list.

Aboriginal Family Domestic Violence Hotline Phone: 1800 019 123 • A contact line for Aboriginal victims of crime who would like information on victims’ rights, how to access counselling and financial assistance.

Australian Childhood Foundation Phone: 1800 176 453 • Counselling for children and young people affected by abuse.

Beyond Blue Phone: 1300 224 636 • Information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.

Blue Knot Foundation Phone: 1300 657 380 • Telephone counselling for adult survivors of childhood trauma, their friends, family and the health care professionals who support them.

DVConnect Womensline Phone: 1800 811 811 • Free, professional telephone support 24 hours a day, and counselling, intervention, transport and emergency accommodation for Queensland women and their children.

DVConnect Mensline Phone: 1800 600 636 • Free telephone, counselling, referral and support for Queensland men, 9.00am to 12.00pm, 7 days per week.

Elder Abuse Helpline Phone: 1300 651 192 • Free, confidential service for anyone who experiences, witnesses or suspects abuse of an older person by someone they know and trust, 9am to 5pm, Monday to Friday.

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Fair Work Ombudsman Phone: 13 9494 • Free, confidential service for staff about workplace rights and obligations, 8am - 5.30pm Monday to Friday.

Family Relationship Advice Line Phone: 1800 050 321 • Advice Line and information on family law services, including children's contact services, counselling, dispute resolution, parenting orders program, post-separation cooperative parenting and supporting children after separation, 7 days per week.

Headspace Phone: 1800 650 890 • Free online and telephone service that supports young people aged between 12 and 25 and their families going through a tough time.

Kids Helpline Phone: 1800 55 1800 • Free and confidential counselling service for young people aged 5 to 25 years, 24 hours a day, 7 days per week.

LifeLine Phone: 131 114 • National charity providing all Australians experiencing a personal crisis with access to free 24 hour crisis support and suicide prevention services.

National Aboriginal Community Controlled Health Organisation (NACCHO) Phone: 02 6246 9300 • Aboriginal Community Controlled Health Services and Aboriginal Medical Services in each state and territory.

National Relay Service Phone: 133677 TTY / voice calls - 1300 555 727 Speak & Listen - 0423 677 767 SMS Relay • Phone solution for people who are deaf or have a hearing or speech impairment.

National Sexual Assault, Family and Domestic Violence Counselling Line Phone: 1800 737 732 • Confidential information, counselling and support service. Open 24 hours to support people impacted by sexual assault, domestic or family violence and abuse.

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QLife Phone: 1800 184 527 • Nationally-oriented counselling and referral service for LGBTI people.

Queensland Working Women Phone: 1800 621 458 • For Queensland women who are seeking assistance about issues at work, Mondays and Fridays.

Relationships Australia Phone: 1300 364 277 • Support groups and counselling on relationships, and for abusive and abused partners.

Sexual Assault Helpline Phone: 1800 010 120 • Telephone support and counselling to women, men and young people who have been sexually assaulted or abused 7.30am to 11.30pm, 7 days a week.

Suicide Call Back Service Phone: 1300 659 467 • Free counselling 24/7, whether you’re feeling suicidal, are worried about someone else, or have lost someone to suicide.

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11. Relevant Legislation

Listed below are links to legislation relevant to the work of AFLSSQ.

• Age Discrimination Act 2004 (Cth), Current as at 1 January 2018. • Anti-Discrimination Act 1991 (Qld), Current as at 5 June 2017. • Associations Incorporation Act 1981 (Qld), Current as at 19 May 2017. • Australian Human Rights Commission Act 1986 (Cth), Current as at 27 April 2017. • Charter of Human Rights and Responsibilities Act 2006 (Vic), Current as at 1 July 2014. • Child Protection Act 1999 (Qld), Current as at 29 January 2018. • Child Protection (Offender Reporting and Offender Prohibition Order) Regulation 2015 (Qld), Current as at 11 August 2017. • Children's Court Act 1992 (Qld), Current as at 1 July 2016. • Commonwealth Powers (Family Law—Children) Act 1990 (Qld), Current as at 21 June 1990. • Community Services Act 2007 (Qld), Current as at 3 July 2014. • Corrective Services Act 2006 (Qld), Current as at 12 February 2018. • Criminal Code Act 1899 (Qld), Current as at 12 February 2018. • Criminal Law (Domestic Violence) Amendment Act 2016 (Qld), Current as at 5 May 2016. • Criminal Law (Sexual Offences) Act 1978 (Qld), Current as at 1 July 2014. • Criminal Proceeds Confiscation Act 2002 (Qld), Current as at 5 June 2017. • Discrimination Act 1991 (Cth), Current as at 3 April 2017. • Domestic and Family Violence Protection Act 2012 (Qld), Current as at 1 December 2017. • Domestic and Family Violence Protection Regulation 2012 (Qld), Current as at 25 November 2017. • Domestic and Family Violence Protection Rules 2014 (Qld), Current as at 22 September 2017. • Drugs Misuse Act 1986 (Qld), Current as at 12 February 2018. • Evidence Act 1977 (Qld), Current as at 1 December 2017. • Family and Child Commission Act 2014 (Qld), Current as at 1 July 2016. • Family Law Act 1975 (Cth), Current as at 9 December 2017. • Family Responsibilities Commission Act 2008 (Qld), Current as at 1 January 2018.

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• Freedom of Information Act 1982 (Cth), Current as at 1 January 2018. • Information Privacy Act 2009 (Qld), Current as at 5 June 2017. • Legal Profession Act 2007 (Qld), Current as at 5 June 2017. • Legal Profession (Australian Solicitors Conduct Rules) Notice 2012 (Qld), Current as at 1 June 2012. • Mental Health Act 2016 (Qld), Current as at 12 February 2018. • Police Powers and Responsibilities Act 2000 (Qld), Current as at 12 February 2018. • Recording of Evidence Regulation 2008 (Qld), Current as at 1 July 2017. • Privacy Act 1988 (Cth), Current as at 1 July 2017. • Public Guardian Act 2014 (Qld), Current as at 1 January 2018. • Public Health (Medicinal Cannabis) Act 2016 (Qld), Current as at 1 March 2017. • Tobacco and Other Smoking Products Act 1998 (Qld), Current as at 1 January 2018. • Victims of Crime Assistance Act 2009 (Qld), Current as at 4 December 2017. • Workers' Compensation and Rehabilitation Act 2003 (Qld), Current as at 1 January 2018. • Work Health and Safety Act 2011 (Qld), Current as at 13 November 2017. • Work Health and Safety and Other Legislation Amendment Act 2017 (Qld), Current as at 23 October 2017. • Work Health and Safety Regulation 2011 (Qld), Current as at 1 July 2017. • Working with Children (Risk Management and Screening) Act 2000 (Qld), Current as at 5 June 2017. • Youth Justice Act 1992 (Qld), Current as at 12 February 2018.

Incidents can happen without warning in any workplace. It is critical for staff to be prepared for any first aid emergencies that could happen. For more information refer to First Aid in the Workplace Code of Practice 2016.

Staff can learn more about relevant legislation by referring to polices and documents available in our office library.

For more information about current legislation in the State of Queensland, staff can see here.

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In an emergency, call Triple Zero (000)

Contact Us 93 Arthur Street, Roma, QLD ⎜ PO Box 481, Roma, QLD, 4455 1800 185 950 ⎜ 07 4622 3677 [email protected] ⎜ www.aflssq.org.au