The department has improved its data quality and availability as well as its monitoring and reporting on service timeliness and outcomes. It communicated the process for risk management in line with its action plan. It also developed a foundational performance monitoring framework.

But the department did not update its demand management strategy or develop a statewide demand management framework as intended. It did not report against its performance monitoring framework in full or update it to include outcome measures or newly available data.

The department funds the delivery of local site assessments, action plans and training to improve Aboriginal cultural safety at The Orange Door. 

This means the department has completed action 4 but did this more than 3 years later than planned due to COVID-19 and staff recruitment and retention issues.

The department has produced guidance and updated practitioner induction training to strengthen integrated practice in The Orange Door. 

But it has not updated its interim integrated practice framework as intended. The department told us it plans to do this in 2025. 

Further work is needed to make sure guidance materials are up to date and that staff complete required training. 

The Orange Door operates across the state. The department developed plans to manage activities and risks during the rollout. Delays, including those caused by COVID 19, were addressed.

The department has developed high-level plans to deliver all elements of the full model set out in the statewide concept document, including aspects of the service model, after hours services, system management and further integration with related service systems. The department has not resourced this work and does not have a date it will be complete by.

Status of committed actions

In our 2020 audit report we made 9 recommendations to the department. The department accepted all 9 recommendations and developed an action plan to address them.

What we examined

Our review followed one line of inquiry: 

1. Has the Department of Families, Fairness and Housing (the department) implemented the action plan it developed in response to the 9 recommendations of our 2020 audit report Managing Support and Safety Hubs?

We discuss the 9 actions throughout this report. You can also find them in full in Section 2 and Appendix C.

Our report discusses issues including family violence, which involves behaviour that is physically, emotionally or economically abusive, threatening, coercive or controlling. If you or someone you know is affected by family violence, support options are available, including from the services listed below. If you are in immediate danger contact Triple 000.

Download a PDF copy of Appendix C: Review scope and method.

Download a PDF copy of Appendix B: Abbreviations, acronyms and glossary.

Download a PDF copy of Appendix A: Submissions and comments.