Integrated client service delivery, featuring mental health support ...

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8The Family Law Courts’ Integrated Client Service Delivery ProgramDuring the Program the Courts:nnnnntalked to more than 150 community and government-based providers ofmental health servicessigned more than 30 partnerships with mental health support providerstrained more than 500 staff across Australia (excluding Western Australia)between April 2007 and June 2008developed nine best practice protocols and made them available to all staff, anddistributed more than 100,000 self-help brochures to clients.darwinCairnstownsvillerockhamptonalice springsbrisbanelismoreAdelaidedubboparramattacanberraalburynewcastlesydneywollongongRegistriesLocation of trainingStaff trainedmelbournedandenonglauncestonhobart
9The Family Law Courts’ Integrated Client Service Delivery ProgramBenefitsFrom the outset the Courts believed that an approach delivering tailored,supportive and respectful client service would deliver benefits not only to clientsbut also to community-based organisations, government and the Courts’ staff. Thatproved to be so.The following are highlights of what was achieved.Benefits for clientsAn independent survey of more than 500 clients undertaken after the Program wasimplemented found that:nNinety-one per cent were satisfied with theservice they received.nClients were served by staff who hadsignificantly higher levels of knowledge aboutmental illness, cultural diversity and safety; alsothe staff were supported by protocols that were leading practice.Satisfied91%nClients were given information that was tailored to their particular situation,better preparing them for the court environment and the processes for theircase. This led to clients experiencing less stress and angst at the Courts.nClients who were distressed or mentally unwell were able to accessconfidential counselling outside the Courts. Of those who accessed referralservices, 81 per cent were satisfied with the organisation to which they werereferred and the majority reported that their privacy had been respected.Benefits for staffWhile the primary aim of the Program was to provide services for clients, there werealso positive benefits for staff. In particular, the evaluation found:nnnnnna sustained 27 per cent improvement in staff confidence, across alllocations of the Courts, to deal with a range of complex situations anddifficult clientsstaff had increased and sustained confidence in helping clientsrequiring referralsa 90 per cent rating on confidence to empathise with clientsa sustained capacity to understand and know how to applysafety and emergency protocols, as measured six months aftertrainingimproved perceptions of management support for their work, andreduced job stress.Further, the increased knowledge and understanding of staff regardingimprovement ins taff confidence27%
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