Family Referral Family Referral ServiceService

Welcome !

Family Referral Service

Funded by the NSW Department of Health in partnership with the Department of Human Services as 12 months pilots

The Mt Druitt FRS is a telephone information and referral service to facilitate entry into a range of support services that:

• Assist with current issues• Promote child well being• Prevent escalation to crisis• Foster the development of supportive, protective and nurturing environments for children and young people

Objectives of the FRS

The objectives of the FRS are to:

• Facilitate access to support services for vulnerable families

• Identify appropriate support services to which clients may be referred in their local area

• Ensure that families reach the services that they are referred to use of warm referral and follow-up

• Improve links between services at the local level

• Working with local services/agencies to facilitate better re alignment of support services in local areas (recognising that this is a longer term objective)

• Provide culturally appropriate referral pathways for Aboriginal families

Outcomes • Improved access to support for vulnerable children, young people and families who are below the threshold for statutory child protection intervention

• Improved co-ordination and realignment of services at local/regional level

• An optimal model is identified for state roll out

Location

CAM (Centre for Addictive Medicine)

1st Floor, 15 Cleeve Close,

Mt Druitt 

Opened 3rd May, 2010

Official launch 14 July, 2010

Mt Druitt

Projected CAR reports= 8,500 per

annum

Index of Social Disadvantage =

972.79

Projected

population

growth =

4.6%

This Door is the Right Door

The client gets help from a service that

is approachable, engaging and meets

their needs.

=Call CentreInfo/DataTracking

FRS Characteristics

The Mt Druitt Family Referral Service:• Is respectful of individual rights including confidentiality

• Is culturally appropriate

• Facilitates pro-active, positive, and voluntary client engagement

• Involves children, young people and families in decision-making

• Provides inter- personal support (clients are not referred to a voice mail)

• Has knowledge of local community and local service network

• Is aware of services capacity in local area (clients are not referred to waiting lists), and is resourceful in finding innovative solutions to clients’ service needs • Ensures there is a feedback loop to facilitate appropriate follow-up

FRS role‘Intermediary gate opener’

Children, Young People and Families

Children, Young People and Families

Service system professionalsService system professionals Support

ServiceProviders

SupportService

Providers

IntakeClient

AssessNeeds

ReferClient

MonitorUptake

Share Knowledge

Community Reference Group

Service NetworkCoordinated planning

Referral protocolsData base

Family AdvisorsTriage, assessment and

referralCase management

Family Referral Service

‘Intermediary gate opener’

Community Liaison OfficerRelationship building

Coordinated service deliveryReferral protocols

Program CoordinatorService developmentEffective operationsQuality client service

Evaluation

Externally evaluated by KPMG. Data items include:

• Client demographic data by locality

• Activity data – time, actions, support activities

• Support service referrals – given/taken up, CWU and others

• Clients above the threshold

• Use of interpreters

Service challenges

Include:

• New service• Short term pilot• Getting known and gaining community trust• Building relationships with other services• Changing the way Community Services to business• Relationships Australia as an organisation had not previously worked in Mt Druitt area• Service concerns (keep them safe, resources & referrals)• Reporting & data collection• Telephone only• Lack of clear indicators FRS impact on outcomes

Three different FRS models

Similar• Referral service with no case management

• Aboriginal identified positions

• Call centre included

• Number of staff

Different Face to face services

• Brokerage funds

• Population and geographical area

Case study

Michelle is 15 years old and her partner, John is 17 years old. They have a 7 week old baby boy.They are currently in Department of Housing temporary accommodation.

Michelle has called the Mt Druitt Family Referral Service seeking assistance to find longer term accommodation for the family.

They have a Community Services case worker.

ChallengesBoth parents are under 18 years of age.They do not want to separate. Accommodation for families is limited.