Identify, Design
Fact Sheet: Client Experience 101
This OPEN Factsheet provides you with a useful overview of what we mean by Client Experience and contains some hands-on tools to improve services.
Resources
From journal articles to Quick Guides and webinars, you will find tools and information to support your work.
Good Practice: A Statewide Snapshot
Education, Early years, Families and parenting, Family Violence, Out of Home Care (OOHC), Safety and wellbeing, Client Experience, Video
These publications from the Department of Health and Human Services share the complexities of work with children, youth and families and some of the innovative practice approaches being used to address them. This is an annual publication shining a spotlight on examples of good practice and the variety of practice approaches available.
Identify
OPEN Quick Guide: Client Experience (Practitioner)
This OPEN Quick Guide provides a useful overview of how to keep your clients, with their unique values, preferences and experiences, at the centre of planning and decision making.
Identify
OPEN Quick Guide: Client Experience (Program Design and Development)
This OPEN Quick Guide provides a useful overview of how to keep clients, with their unique values, preferences and experiences, at the centre of program design and development.
Identify, Design
Person-centred Thinking Tools
A set of easy to use templates that are used to give structure to conversations. These tools provide a practical way to capture information that feeds into care and support planning, as well as to improve understanding, communication and relationships.
The voices of children and young people in out-of-home care 2021
Out of Home Care (OOHC), Young People, Client Experience, Children, Care Leavers
This report from the New South Wales Office of the Advocate for Children and Young People presents the experiences of 99 children and young people aged between 6-24 years old who spent time in the out-of-home care system in NSW. It covers their experiences of entering the care system and their education, health, and wellbeing; exiting the care system; and the advice they would provide to government. Further results are detailed in the report.
Tri-peaks webinar: Voice Of The Client Framework And Implementation Tool
Client Engagement, Client Experience, Conference presentation
In this webinar Sarah Bendall (DFFH) gave an overview of the Client voice framework for community services and how it helps to ensure the quality and safety of community services for everybody, every time. This webinar also included a panel of representatives from across community services who are passionate about client voice and will share some practical examples and ideas about how to engage clients well.
VPS Evaluation Network Lunch and Learn Session: Lived experience/client voice in evaluation
This webinar from the Victorian Public Service Evaluation Network 'Lunch and Learn' series featured presentations from Helen Casey (Department of Justice and Community Safety) and Jacqueline Storey and Sharika Jeyakumar (Victoria Legal Aid) speaking about the importance of lived experience and client voice in their evaluation practice, with a focus on family violence as a case study for their reflections. Click the external link to view a video recording of this session, or use the download link to access the presentation slides.
“They thought it was safe – but it wasn’t”: Recognising children’s rights as a means of securing children’s safety in Australia’s family law system
Family Violence, Client Experience, Children, Adolescents, Family Law
This report from the Whitlam Institute at Western Sydney University outlines the findings of a multiple case study project with adult victim-survivors of family violence whose parents went to court when they were children. The study found many common themes and includes recommendations to minimise harm to children in family courts, underpinned by a child right’s approach.
