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

3The Family Law Courts’ Integrated Client Service Delivery ProgramIntegrated Client Service Delivery ProgramAs the Mental Health Support Project pilot was completed, so too several other clientservice initiatives of the Courts were reaching their conclusion. The learnings from allof these initiatives were gathered together into a new program to be implementednationally, the Integrated Client Service Delivery Program. This Program startedin 2006. It was jointly funded under an agreement between the Courts and theDepartment of Health and Ageing’s National Suicide Prevention Strategy.The funding agreement required these key outcomes:n Families and individuals identified as ‘at risk’ with mental health needs mustreceive services that are accepting, confidential, supportive and appropriate totheir needs while they are in the court system.nnnCourts’ staff need to have gained greater confidence and competence toidentify, respectfully and appropriately respond to and refer individuals who areshowing signs of mental health needs.A comprehensive and timely evaluation of the program is undertaken.Information and methodologies are disseminated to other relevant agenciesand organisations.This report is a summary of the Courts’ Integrated Client Service Delivery Program,with a particular emphasis on the mental health benefits of the Program. The reportdraws extensively on the evaluations undertaken as part of the Program.While the Program is complete, the benefits continue to flow to the Courts’ clientsand staff, as this report shows.The Courts have made fundamental shifts in the way they deliver services toclients. The changes are ongoing. New client service staff will undergo the type oftraining outlined in this report as part of their induction. Existing staff will continueto receive support and training to ensure they maintain their knowledge, skills andcommitment to the approaches developed under the Integrated Client ServiceDelivery Program (see section Building Long Term Capability on page 44 forcurrent initiatives that are a direct result of feedback to this Program).The training will improve further over time as a direct result of feedback andevaluation. This recognises the dynamic nature of the environment of the Courts.