Relevant concepts

4.6 In this chapter, and in Chapter 12, the ALRC will refer to the concepts of ‘identifying family violence-related safety concerns’ and ‘issues management’.

Identifying family violence-related safety concerns

4.7 There are a number of tools and methods that may be used to identify family violence-related safety concerns. In the Discussion Paper, the ALRC outlined the concept of ‘screening’ for family violence, being ‘the systemic application of a test or enquiry (a series of questions) to identify individuals at sufficient risk of violence to benefit from further investigation or direct preventative action’.^[1] ‘Screening’ helps to identify those at risk, by seeking to elicit a victim’s fear or disclosure of violence, or to elicit whether there is a risk of violence in the future to a customer.^[2]

4.8 Apart from ‘screening’, the disclosure of family violence-related safety concerns can be promoted by other tools and measures.^[3] These include the provision of information about family violence and how it is relevant to a customer’s entitlement and claims, and assurances to the customer that such disclosure will lead to an adequate response.

Issues management

4.9 In the report, Delivering Quality Outcomes—Report of the Review of Decision Making and Quality Assurance Processes of the Child Support Program, David Richmond described the interface between the DHS agencies—Centrelink, the CSA, and the FAO—and their customers as characterising ‘issues management’.^[4] Richmond distinguishes this from the term ‘case management’, which involves, ‘the handling of a customer by a dedicated case officer over an extended, if not indefinite period of time’.^[5]

4.10 In its submission, DHS referred to a new service delivery approach called ‘Case Coordination’, which is currently being trialled to provide customers ‘facing disadvantage or complex challenges with better integrated services and intensive support’.^[6] The level of support and assistance varies, depending on customer need, from ‘simple referrals to services or information through to intensive support involving multiple coordinated appointments with non-government and local community services’.^[7]

4.11 The ALRC uses the term ‘issues management’ to describe agencies’ interface with customers. However, its recommendations in relation to issues management in this chapter and in Chapters 5 and 12 may fit within, or complement, DHS’ Case Coordination approach.