If you are interested to join a Focus Group, please read more about the Client Journey Mapping project here.

The Bayside Peninsula Integrated Family Violence Partnership (BPIFVP) is running a Client Journey Mapping across the whole Bayside Peninsula Area.  The current Strategic Plan of the BPIFVP is inclusive of four strategic priorities:

  1. The client experience of our system
  2. Workforce and sector capability
  3. Evidence and knowledge for decision making
  4. Governance and local system leadership

It is Priority (1.), The client experience of our system, to which the Client Journey Mapping (CJM) Project is aligned. Further, the 2022-2023 BPIFVP Annual Action Plan’s Initiative 3.1 responds to this Priority with the agreed action to  “Work locally and across the State to implement a Client Journey Mapping project”.

The BPIFVP Data and Evidence Working Group (DEWG) will be the key stakeholders for the CJM Project. The DEWG will provide strategic guidance, oversight, and assurance of the project. It will also ensure that activities of the project focus on the specific issues and opportunities related to the Bayside Peninsula Area (BPA).

Business Drivers

The BPIFVP are committed to identifying system gaps and barriers that service users may encounter within the BPA. This commitment extends to including the voice of lived experience in their work to improve the integration and coordination of the family violence systems response across the BPA.

The BPIFVP’s actions are governed by their agreed strategic priorities. Their current Strategic Priority One, The client experience of our system, is the key driver for their current action “Work locally and across the State to implement a Client Journey Mapping project”.

The BPIFVP’s strategies and subsequent action plans are directly informed by the Royal Commission into Family Violence and the findings of that Royal Commission that “Understanding the lived experiences of women and children who experience family violence must be at the centre of any system responses and reforms”. Further, the BPIFVP’s strategies and actions reflect the Victorian government’s focus on the inclusion of lived experience in service design – “There is a clear and growing movement to support the inclusion of lived experience in the design, implementation and evaluation of family violence services”.

Project Aim

The aim of the CJM Project is to map the journey of clients who have experienced the family violence service system in the BPA in the last five years to “Bring the client voice into our sense-making process by capturing the service user journey through the system, identify gaps, issues and areas of good practice”.

Through analysis of the findings from the client experience mapping, areas for system improvement will be ascertained by identifying key pain points; gaps and barriers; and highlight examples of good practice. It aims to provide crucial knowledge to inform future strategic system focus and how best practice can be sustained and adopted by organisations.

Client journey mapping has been identified as a helpful tool to support data collection and incorporate the voices of lived experience. Through this approach it will be possible to understand service delivery, local area integration, and how movement through the sector was experienced by a client.

Project Queries – Bayside Peninsula

For any queries or to provide input into the project please contact Rose Burrell, the BPIFVP Principal Strategic Advisor via [email protected]


The CJM Project will run from June 2023 to November 2023

The new Crisis Response Model

A new Family Violence Crisis Response Model is being implemented by Family Safety Victoria (FSV) in 2023. The model aims to ensure that victim survivors in crisis are supported through coordinated responses which are consistent, clearly communicated, and jointly managed by the services involved. It prioritises the provision of local crisis support, where possible, in line with victim survivor choice and safety. The Crisis Response Model aims to enable:

  • Victim survivors in crisis to receive immediate support and emergency accommodation, if required, no matter which specialist family violence service they access
  • Victim survivors in emergency accommodation to have access to face-to-face support from a local family violence service, wherever they are accommodated and at any time of day or night.
  • Victim survivors to be supported by, or connected to, a local family violence service when leaving emergency accommodation

The Local Motel Coordination (LMC) Projects

The Local Motel Coordination Projects have been funded by FSV and are being run across all Victorian DFFH Areas. The aim of these projects is to develop local inter-agency and cross sector strategies to address key challenges related to the use of motels for emergency accommodation for victim survivors of family violence.

These projects are to complement any existing local work related to the key objectives of the LMC projects and are to  build on statewide guidance developed by Safe and Equal (in partnership with Safe Steps).

The LMC projects are required to outline key considerations for motel placement and relationship management (guidance on identifying appropriate motels, establishing and maintaining relationships with moteliers, and managing issues and incidents).

The key objectives of the local projects are to:

  • Support a more coordinated, DFFH Area-level approach to the utilisation of motels for family violence emergency accommodation by developing systems and information sharing processes (including inter-agency protocols etc.) between local agencies and with statewide services
  • Develop DFFH-Area-level strategies to manage key risks and challenges related to identifying appropriate motel options and managing relationships with moteliers to increase access to suitable motel accommodation.
  • Develop systems, information and resources to support:
    • safe and appropriate motel placements
    • management of relationships with moteliers which are sustainable beyond the funded project.

Project Facilitator – Bayside Peninsula

For any queries or to provide input into the project please contact Louise Sheehan, The Salvation Army via [email protected]


The LMC Project ran from August 2022 to June 2023

Family Safety Victoria (FSV) has engaged the Bayside Peninsula Integrated Family Violence Partnership (BPIFVP) to create training programs on how to embed intersectionality into an organisation’s MARAM alignment activities, as per the finalised FSV Intersectionality Capability Building (ICB) resources.  These FSV resources include the “Embedding Inclusion and Equity: An Intersectionality Framework in Practice Handbook” which will be inclusive of Tip Sheets and ICB Tools.  FSV plans to publish the Handbook in early 2023.

The MICB project aims to identify, develop, and implement strategies and processes to support organisations to embed an intersectional lens into MARAM alignment activities through use of the FSV Intersectionality Capability Building tools.

Key Deliverables

The BPIFVP project is required to develop:

  1. Team Leader-led Training Package
  2. Executive Training Package

Team Leader-led Training

The Team Leader-led Training package is comprised of six, one-hour Modules. The package will be delivered within organisations by their Team Leaders and/or Practice Leads.

The six one-hour Modules are as follows:

  1. Shared understanding of what intersectionality is and why it’s important
  2. Critically reflect on your own values, beliefs, power and privilege
  3. Fixed vs Growth Mindset: Embedding Intersectionality in service response
  4. The MARAM Framework & Practice Guides, intersectionality & inclusive language
  5. Intersectionality: Collaboration, referrals & secondary consults
  6. Reflective Supervision & Self-care

Executive Training

The Executive Training is comprised one, one-hour Module. The training will be delivered to organisation’s executives and Board members.

The training has the following three learning objectives:

  1. To explain the context of the MICB project
  2. To broaden current understanding of:
    • what intersectionality is
    • inherent power and privilege individually, organisationally, systemically
    • why it is important to your organisation
    • start the conversation about how to adopt and embed an intersectional approach within your organisation
  3. To support participants to develop measurable actions to adopt and embed an intersectional approach within their organisation, its policies, procedures and culture


The MICB Project ran from September 2021 to November 2022

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