As mentioned in previous topics, the effects of experiencing domestic and family violence can be serious and long-lasting. Most survivors require ongoing supports, sometimes for a number of years. Children whose development and psychological and emotional health has been damaged may need counseling and education support throughout childhood and adolescence.
By the end of this topic, you will understand:
- Why long-term interventions, services, and supports may be needed
- What case management can offer
- What a programmed intervention is
- How to refer a client to another service
- How to draft an intervention plan.
Case management in this context means coordinating all the various services and supports that may be needed in a long-term intervention, especially for people with complex issues. This helps to make sure that important needs are not overlooked and that services are delivered effectively and efficiently.
People affected by domestic and family violence may feel overwhelmed by the involvement of multiple services to support their complex needs, so case management is used to help support them through, and keep track of, this process.
Case management follows a cycle, as illustrated in the following diagram:
The role of a case manager includes:
- Conducting needs assessments
- Providing information about services and supports
- Advocating for clients
- Providing services
- Monitoring and reviewing progress and collecting feedback
- Identifying and making changes to plans as needed
- Preparing clients to exit from services as needed
When providing case management services to people affected by domestic and family violence, you should work to empower clients, address their needs in a holistic way and offer opportunities for them to make choices and decisions so they can regain control over their lives. Your organisation will have its own policies, procedures and standards for case management you will need to review and follow.
Explore
For more information about case management principles and examples of case management policies and procedures, visit the following link:
National Case Management Approach, Mission Australia, 2020
You can find an example of programmed intervention at the following link:
‘Family Violence Intervention Program (FVIP)’ from the Australian Capital Territory Government
Programmed Intervention
‘Programmed intervention’ is simply a term to describe an intervention that is planned, follows a series of clear steps and addresses more than their immediate safety and protection needs. A programmed intervention may include a broader range of requirements such as counselling services to rebuild self-esteem, confidence and trust; financial support services; employment support or training; and a range of other services to help the person get ‘back on track’ and recover from the experience of domestic and family violence.
Complex Needs
Most domestic and family violence situations involve complex needs, where the impact of the ‘presenting issue’ (meaning DFV) means that simply removing the violence will not resolve all the issues. The impacts on physical and mental health, financial and economic position, the development of any children involved, and housing and accommodation all need to be addressed and resolved. This means taking a holistic view and identifying the web of complex factors affecting the person’s overall situation. Programmed interventions and case management approaches are used to address these complexities.
Making Referrals
A key task in responding to people affected by domestic and family violence is referring them to external services and supports, especially in cases where there are complex needs.
Referrals are usually made in writing. This is so both organisations have a record of key information about the client and the reasons for the referral.
Before you make a referral, it is good practice to check your information about the other service is accurate and up to date, and that the services are relevant to your client’s current needs. You must also make sure that your client understands why you are making the referral, how the other agency’s services match their needs and goals, and what the referral process involves. Remember, it is vital you obtain your client’s informed consent before making a referral.
It is good practice to follow up with the client after the referral has been submitted to check their progress, and you may also need to take an active role in supporting your client to access the other service. Once the client is comfortable, you can gradually withdraw your assistance.
Law Enforcement Agencies: When referrals come from law enforcement agencies, the associated protocols include conducting an immediate risk assessment to ensure the safety of the victim and coordinating with relevant support services. This involves clear communication with the police while adhering to confidentiality standards and collaborating closely with the justice system to provide comprehensive support.
Hospitals and General Practitioners (GPs): Referrals from hospitals and GPs focus on the identification of signs of domestic violence and conducting a thorough risk assessment. These medical professionals provide immediate medical care and connect victims with further support, including counseling services, legal assistance, or support groups, ensuring that all aspects of the victim's health and well-being are addressed.
Community Health Services: For referrals from community health services, the protocols include assessing the victim's physical and mental health and connecting them with appropriate medical services. They also offer referrals to counseling, support groups, and other community resources. Collaboration with healthcare professionals is crucial to ensure a coordinated and comprehensive approach to the victim's needs.
Legal Aid Organizations: When working with legal aid organizations, the primary protocols involve coordinating legal support for victims, which includes assistance with restraining orders, family law matters, and court appearances. Collaboration with legal professionals and maintaining ongoing communication are essential to provide a holistic approach to addressing the victim's legal needs.
Reflection
Visit the following link to read an overview of the referral steps used within a health context, and reflect on what you already know about how to refer someone to another service:
‘Referral Steps’ from the Australian Government Department of HealthWhen you refer someone to an external service or organisation, you will need to consider the following points:
- What are your own organisation’s policies and procedures for making client referrals?
- What are the other organisation’s policies and procedures for making client referrals?
- What services does the other organisation offer?
- What are the eligibility criteria for the service? Does your client meet these criteria?
- How will these services meet the needs and goals you and your client have identified?
- Does your client understand why you are referring them to this service?
- Does your client consent to this referral?
- What information will the other organisation need about your client?
- Does your client consent to this information being passed on to the other service? Have you met relevant privacy, confidentiality and disclosure requirements?
- What information will your client need about the other service? How will you provide this (e.g. by explaining verbally, giving your client written information, taking your client to visit the service)?
- Exactly how will you make this referral (e.g. by telephone, email, in a letter or by accompanying the client to the other service)? Is there a referral form you must fill in?
- Are there any barriers to the client accessing this service (e.g. its location or the client’s prior experience, confidence, skills)?
- How will you support your client to access this service? What is your role?
- How will you keep in touch with the other service? How often will you touch base? How will you monitor and review your client’s progress?
Reading
To learn more about making referrals, visit the following links:
‘Effective Referrals’ from Community Industry Group
‘Linking to Other Services: Referral Guidelines for Family Relationship Centres and the Family Relationship AdviceLine’ from the Australian Government Attorney Generals Department
An intervention plan identifies long-term goals (e.g. to move into permanent, stable accommodation) as well as short-term objectives (e.g. to arrange for safe crisis accommodation).
It also describes the strategies that will be used to achieve goals and objectives, who will be responsible for carrying out which actions, the resources needed to reach the objectives and goals, and how the outcomes of the intervention or program will be evaluated.
The intervention plan is an agreement negotiated between the client and the worker, usually using a client-centred approach so that the client decides what the goals are and has a choice about which services, supports and strategies will be used to achieve them.
An intervention plan should include:
- An outline of the client's situation
- The client's identified needs
- The client's goals.
- The resources (services, supports, information) needed to achieve the goals
- The roles and responsibilities of each participant (client, worker/service providers)
- Relevant legal and ethical considerations and principles
- How the outcomes will be evaluated (strategies for collecting and analysing information about progress, changes that are needed, feedback from the client and other information to measure the success of the intervention).
An intervention plan involves a structured and collaborative approach to address the needs of clients experiencing crisis or facing challenges in their lives. This plan serves as a roadmap for achieving both short-term objectives and long-term goals, with a focus on empowering the client and promoting their autonomy throughout the process.
- Client-Centred Approach: The intervention plan is developed through a client-centred approach, wherein the client actively participates in identifying their needs, setting goals, and selecting the strategies and supports that align with their preferences and values. This approach ensures that the intervention is tailored to the unique circumstances and aspirations of the individual.
- Comprehensive Assessment: Prior to developing the intervention plan, a comprehensive assessment of the client's situation is conducted to gain a thorough understanding of their strengths, challenges, and resources. This assessment informs the development of goals and objectives that are realistic, achievable, and reflective of the client's priorities.
- Goal Setting and Objectives: The intervention plan outlines both long-term goals, such as achieving stable accommodation, and short-term objectives, such as securing crisis accommodation. These goals are specific, measurable, achievable, relevant, and time-bound (SMART), providing a clear direction for the intervention process.
- Strategies and Resources: The plan delineates the strategies that will be employed to achieve the identified goals and objectives. This includes identifying the services, supports, and resources that will be mobilized, such as housing assistance, counselling, financial aid, or vocational training. Additionally, it considers the potential barriers and challenges that may arise and outlines contingency plans to address them.
- Roles and Responsibilities: Clear delineation of roles and responsibilities is essential for effective collaboration between the client, the worker, and other service providers involved in the intervention. This ensures accountability and coordination among all stakeholders, promoting a cohesive and integrated approach to service delivery.
- Legal and Ethical Considerations: The intervention plan adheres to relevant legal and ethical principles, including confidentiality, informed consent, and duty of care. It ensures that interventions are conducted in a manner that respects the rights, dignity, and autonomy of the client while upholding professional standards and obligations.
- Evaluation and Feedback Mechanisms: The plan includes strategies for evaluating the outcomes of the intervention, such as regular progress reviews, feedback sessions with the client, and data collection to measure the effectiveness of interventions. This ongoing evaluation enables adjustments to be made to the plan as needed based on the client's changing needs and circumstances.
Watch
Watch this video below, and consider how you will be able to be the change in your organisation.
