Appendix 1: Perceptions and Comments on the AOD Sector Systems Responses Process Responses Practice Issues Intake/ Referral Long waiting periods for service System is overwhelming Barriers in place to limit working together Intake requires too much information Inadequate capacity for prevention/early intervention Fragmented and complicated process Difficult to navigate More information needed about the AOD referral process. Phone intake is too long Professional and Collaborative Response Difficult for clients with dual diagnoses to navigate the system What is working well Integration with other services Simple, straight forward process. Clients have fed back that they find the process easy to manage Accessibility of central intake number Easy to locate intake details Quick response Consistent response Areas requiring improvement Too strict service criteria Lack of service options, linked across sectors Long waiting periods Difficultly in navigating the system Easier intake process for people with multiple needs Limited feedback following referral Inadequate numbers of dual diagnosis staff Suggestions for improvements Drop in options for clients with multiple needs More capacity detox/ rehab Greater flexibility in intake Map intake and referral pathways Simplify assessment Focus on collaboration Time to communicate and work together Opportunities for joint training Review joint clients together
Intake/ Referral Long wait times Catchment locations confusing Need clarity about role of Diagnosis Phone assessment is difficult for some Process is difficult to understand Waitlist follow up Inconsistent practice Confusion about contacting intake Improve understanding of impacts of trauma What is working well Comprehensive needs assessment Flexible service Centralised Intake Updates on needs register/ vacancy Anyone can refer Good communication Sharing information with consent Holistic support Areas requiring improvement One state wide number Service mapping publication Better links with clinical services Streamlined and shorter referral process Focus on those with complex needs More flexible application Easier to contact support workers Suggestions for improvements Coordination across sectors Address waitlist More workers Increase range of services Greater flexibility in use of service tools Coordination across sectors Workshop – cross sector referral pathways Regular communication across sectors, sector forums. Better information share Focus on building rapport Training on MHCSS Appendix 2: Strengthening Our Service Response for Shared Clients – Ideas Brainstorm
Focused on all three Complexity - Practice improvement to support consistency and best practice approach to be the same across all sectors based on understanding (deep) of all three sectors Develop shared understanding across all three sectors and relationship building within catchment. Shared responsibility. This is a good starting point clinicians give to clients/negative thinking Using intake number as general information, not purely for referral/assessments Central database [pooling all services together] Feedback passed back to workers and other services involved System improvement – intake systems for AOD, MH and H – communicating and integrate screening with complex needs – regular/scheduled. Different sectors describe their services Encourage each sector to perform the initial screen for other sectors as part of the referral process [e.g. MIND does the AOD initial screen when referring clients to AOD] Combine all centralised intake into one (initial task to ask the client what service they want) and then utilise the sector tool or develop an appropriate cross-sector tool in intake and assessment Clear ‘appeals process’ to Intake and assessment (i.e. eligibility) Allocated number of sessions Planners to explore data from access points in regards to those who don’t continue to referred service where do they go? What is the number that declined at multiple points Understanding the best options or lack of options Care coordination, intake/assessment, referrals, terminology – all mean something different depending on where you’re working Networking opportunities Understanding eligibilities Opportunity to debunk myths How can we easily access information services By workers By clients For different services – AOD, MH, H Regional perspectives Whole of sector [i.e. across regions] Shared orientation [AOD, MH, H] for each sectors new workers Opportunities for workers to gain understanding of service systems Forums Orientation to services Secondary consultation Shadow opportunities Reciprocal rotations in each sector Cross sector service placements and visits Lead agency provides ‘hub’ desks for visiting agencies/workers Can see clients Research/evidence Trauma informed practice across all sectors Training and sharing knowledge about this complex client group