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

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20The Family Law Courts’ Integrated Client Service Delivery ProgramDeveloping the protocolsFive primary steps were used to develop the protocols.12Developing a first draft of the protocols in partnership with subject expertsThis helped ensure the steps were correct and accompanying dialogue (script) wasconsistent with current evidence. The experts covered:n mental healthn Aboriginal and/or Torres Strait Islandersn culturally diverse clientsn communication techniques.Their input gave the protocols credibility in the eyes of staff, thus the confidence to usethe protocols in difficult situations.Adapting the protocols to the workplace by using highly-regarded client service stafffrom each region and functionA staff reference group tested the protocols, refining them as necessary for the Courts’environment. This involvement by respected local staff encouraged broader buy-in.345Testing, retesting and refining the protocolsReference group members tested and refined the draft protocols repeatedly using roleplays, consultation, and trials in local registries. This not only improved the quality of theprotocols but also encouraged further staff buy-in.Integrating the protocols into trainingThe skilling program (see Staff Skilling and Support on page 31) was used toimplement the protocols. This included providing staff a ‘safe’ environment in which totest the protocols.Making the protocols available in the workplaceConcurrently with the delivery of the training, the protocols were made available to staffin hardcopy flip folders and on the intranet to encourage immediate use.During the staged national roll-out of the skilling program, the Courts continuedto refine the protocols based on feedback from training forums and staff in theworkplace. The challenge was to keep the protocols current in such a dynamicenvironment.
21The Family Law Courts’ Integrated Client Service Delivery ProgramThe achievements and benefitsThe evaluation found the introduction of the protocols, combined with the skillingprogram, led to a 31 per cent increase in staff confidence when dealing with theCourts’ most challenging clients, particularly clients with mental health problems(eg. schizophrenia) and clients with drug and alcohol problems.Staff confidence to produce safety plans (for individual clients) rose from 67 percent to 86 per cent as a result of the protocols and training.Confidence ratings also rose significantly with the introduction of the protocolsand training for interacting with Aboriginal and/or Torres Straight Islander clients,culturally and linguistically diverse clients, those with low literacy and clients withsafety fears. The confidence ratings remained at more than 86 per cent in each area.Across the Courts staff were satisfied with the protocols, particularly the safety atcourt and mental health protocols.The emergency protocolshave quite possibly savedlives (see letter at right).In a sample month at theend of 2008, the NationalEnquiry Centre alonehad taken 11 calls whereclients threatenedself-harm and theemergency protocolwas applied.98 per cent ofstaff surveyedwere confidentin applyingemergency andsafety at courtprocesses.A grateful client
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