Joined-Up Support for Family and Domestic Violence Hubs

The Department of Communities supports individuals, families and communities across Western Australia, with a dedicated focus on family and domestic violence. Under the Stopping Family and Domestic Violence Policy, it needed to establish two one-stop hubs for victims.

The hubs had to simplify access to services, reduce trauma by sparing victims from repeating their stories, and support a wrap-around approach. That depended on timely information-sharing, collaborative decision-making, risk-informed practice, safety planning and data collection, across the department, a lead community service provider and partner agencies.

Silver Lining implemented SafeNet on Salesforce Service Cloud, focused on case management and collaboration between organisations and agencies:

• A referral system for new clients referred in, and for collaborating with other organisations on existing clients
• A primary case view where collaborating teams work together on the best services for each client
• A client 360 view for managing safety plans, risk assessments and court orders
• Real-time reporting and progress reports on the services provided, for key stakeholders
• A scalable design that makes it straightforward to onboard new hubs

• All client information held in one central 360 view
• Staff and external partners collaborate easily on each case
• Hubs track performance metrics and improve their services
• The department can expand SafeNet to new hubs without significant new investment