Key components of the Integrated Client Service Delivery Program
The Courts developed and delivered the Integrated Client Service Delivery Program through four streams that incorporated the following:
- The development of a referral network, involving partnerships with more than 30 service providers so that counselling and mental health support services could be provided to clients. This gave clients immediate and ongoing access to services not available in the Courts.
- The availability of self-help brochures that contained information on services clients could independently access and therefore take self-directed actions.
- Introducing protocols that clearly set out the Courts’ expectations of staff in a range of client service situations, including emergencies when clients threatened to harm themselves or others.
- Implementing a national integrated client service training program for staff encompassing mental health, family violence, diversity, special client needs and non-judgmental communication.
- Improving registry support so that staff better understood what was expected of them in client service provision and in turn, understood the support available to the, during and after difficult interactions with clients.
