Women's refuge: Service evaluation the key to meeting client needs

• Our client knew that the women's refuge facility they were operating was a critical resource for women escaping domestic violence. They also knew the refuge was not operating to its full potential and without change, was at risk of losing ongoing funding, but more importantly was not delivering the best outcome for the women it aimed to serve.
• SANDBOX was engaged to conduct research and a service delivery review to identify opportunities to improve the service and ensure its model of care aligned with the best of contemporary approaches for women escaping domestic violence. The methodology included a detailed business review, desk top and industry research to identify relevant models of good practice, an audit of their performance against government service delivery standards, interviews with government stakeholders and staff and consultation with the owners of the facility. Qualitative research in the form of focus groups was also undertaken with women who had used the refuge.
• The review found that while the service team were experienced and committed there were inadequate business disciplines across the operation and a need to bring the model of care in line with contemporary practice. The recommendations from this evaluation have been implemented and the refuge is now a viable facility that is responding to both stakeholder expectations and the needs of the women it supports.