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Policies and frameworks guide SHS. Key resources for SHS to follow are below.
5.1 Aboriginal housing and homelessness
Culturally safe and tailored responses to Aboriginal people at risk of or experiencing homelessness are a priority for Homes Victoria. SHS must acknowledge and respect the unique cultural identities, histories and experiences of Aboriginal people.
SHS must provide culturally safe services that meet the unique needs of Aboriginal Victorians. This commitment supports self-determination, ensuring Aboriginal people control the services they use.
Self-determination is the right of a ‘people’ to control and decide on issues that affect them. Self-determination intersects with cultural safety and individuals receive respectful treatment and take part in decision-making.
Key areas to consider for effective implementation include:
- Cultural safety. SHS must ensure all staff undergo regular Aboriginal cultural training. A continual learning process will help SHS staff understand the contexts and historical factors that contribute to homelessness among Aboriginal communities. This includes recognising the impact of colonisation, systemic racism and intergenerational trauma. But improving cultural safety goes beyond training. It requires intentional critique of service offerings and decolonising approaches to service delivery.
- Choice and empowerment. Aboriginal people should have the autonomy to choose the best services for them. If an ACCO and a mainstream SHS are both available in a local area, then SHS practitioners should offer Aboriginal people seeking a service the choice of either option. It is up to the person if they want to engage with an ACCO or a mainstream SHS. Automatic referrals of Aboriginal people from mainstream SHS to Aboriginal services is not permitted.
- Collaboration with ACCOs. Building strong partnerships with local ACCOs is essential. This includes ACCOs that don’t delivery homelessness responses. These organisations have the cultural knowledge and community connections needed to provide culturally safe and effective support. SHS should work with ACCOs to tailor services to the needs of Aboriginal individuals and families.
- Holistic support. Homelessness is often intertwined with other issues, such as health, education and employment. Recognising that, SHS should adopt a holistic approach to support. This includes connecting clients with a range of services that address their wellbeing.
- Community engagement. Engaging with Aboriginal communities in the design and delivery of services is vital. This involves getting input from community members, respecting cultural practices, and making sure services are accessible and relevant.
- Feedback mechanisms. Setting up feedback options lets Aboriginal individuals and families share their experiences and suggest improvements to services. This feedback should guide ongoing service development.
- Advocacy and representation. SHS should advocate for the rights and needs of Aboriginal people within the broader homelessness system. This includes making sure Aboriginal voices feature in decision-making.
Homes Victoria recognises the right to self-determination of Aboriginal peoples. Homes Victoria has a commitment that a minimum of 10 percent of all homelessness funding will be contracted directly to ACCOs by 2029. To reach this minimum funding share, all prospective contracting will include a minimum 10 per cent allocation to ACCOs. This will need to be complemented by recontracting of some historical funding allocations over the medium-term to reach this goal, in consultation with funded agencies who may be impacted.
SHS have specific requirements about cultural safety and inclusion under the Social Services Regulation Act 2021 (Vic).
Social Services Standard 1, Safe Service Delivery, includes important requirements for Aboriginal cultural safety. SHS need to take steps to manage risks and ensure they meet inclusion service requirements. These include identifying and managing risk, and considering cultural safety, including ensuring that Aboriginal service users get social services that are culturally safe.
Further information about the Social Services Standards is in Section 11.2 of these guidelines.
For more information about obligations under the scheme refer to Section 4.9 of these guidelines.
Mana-na woorn-tyeen maar-takoort is also known as the Victorian Aboriginal Housing and Homelessness Framework (VAHHF). The VAHHF lays the foundation for Aboriginal housing and homelessness reform in Victoria. The VAHHF reflect the objectives and priorities of the Victorian Aboriginal community. It provides a 20-year plan to tackle the unique housing and homelessness challenges faced by the Victorian Aboriginal community.
The Aboriginal community developed the Blueprint for an Aboriginal-specific homelessness system (the blueprint). It details a plan for creating a culturally safe Aboriginal homelessness system which meets the unique and specific needs of the Aboriginal community. Most importantly, it ensures community can support community.
Aboriginal Victorians experiencing homelessness face complex and intersecting challenges. Housing availability is insufficient and often geographically mismatched with demand.
It is important to recognise the unique experience of homelessness for Aboriginal people. It links to a history of colonisation, dispossession and dislocation.
The current system lacks cultural safety. It also suffers from fragmentation, with services operating in isolation. Individuals and families often struggle to navigate a system that lacks intensive, culturally appropriate case management.
The blueprint aligns with the vision and principles outlined in the VAHHF. The blueprint aims to tackle fragmentation and provide more comprehensive support for Aboriginal Victorians experiencing homelessness.
Blueprint for an Aboriginal-specific homelessness system (PDF)
Establishing and developing an Aboriginal-specific homelessness system is an important step. But this highlights the need for the whole homelessness system to install culturally safe services.
The Aboriginal Homelessness: An Aboriginal Cultural Safety Framework for the Specialist Homelessness Sector (framework) aims to support SHS to enhance their engagement and support for Aboriginal Victorians experiencing homelessness. The framework:
- offers guidance rather than requiring specific competencies or accreditations
- encourages organisations to examine their own practices and apply effective strategies and actions
- is a roadmap for SHS to evolve into culturally safe organisations.
This will ensure their service delivery acknowledge and respects Aboriginal people's specific needs and cultural contexts.
The framework aids organisations be more inclusive and culturally responsive to homelessness in the Aboriginal community.
Principles underpin the framework that are consistent with the principles in Mana-na woorn-tyeen maar-takoort, the VAHHF. The principles are:
- Aboriginal self-determination
- rights based (the right to well-designed and delivered services)
- Housing First
- outcome driven
- transparency and accountability
- cultural safety
- access
- strengths-based
- people centred
- reciprocity
- economic opportunity and innovation.
5.1.4.1 Community Housing Aboriginal Cultural Safety Framework
The Community Housing Aboriginal Cultural Safety Framework aims to enhance the capacity of community housing organisations to collaborate effectively with Aboriginal communities in Victoria. It emphasises the importance of cultural safety in housing services. It also encourages SHS to assess their existing Aboriginal cultural safety practices.
This framework is a practical tool to assist SHS to reflect on practices. It also guides them to improve engagement between SHS and Aboriginal Victorians seeking housing. It includes a reflection tool with strategies to build cultural safety across organisations.
Community Housing Industry Association Victoria – Aboriginal Cultural Safety Framework
5.2 Family Violence Multi Agency Risk Assessment and Management Framework
The Family Violence Multi Agency Risk Assessment and Management (MARAM) Framework aims to increase the safety and wellbeing of Victorians by supporting services to identify, assess and manage family violence risk. MARAM was a response to the findings of the 2016 Royal Commission into Family Violence. MARAM established in law under Part 11 of the Family Violence Protection Act 2008. A comprehensive overview of the MARAM Framework is in Appendix 1 and on the MARAM framework website.
MARAM and the Information Sharing Schemes prescribe SHS. This means that SHS have a legal obligation to align their policies, procedures, practice guidance and tools to MARAM. Resources are available to understand responsibilities for aligning to the MARAM framework and put MARAM into practice for direct service delivery staff.
The MARAM Framework has four conceptual pillars. Leaders of SHS must align their practices with these policies, procedures, practice guidelines and tools. Each pillar has its own objective and requirement for alignment. Please refer to Appendix 1 for detail.
5.3 Opening Doors Framework
The Opening Doors Framework: Better access for homeless people to social housing and support services in Victoria (ODF) represents a coordinated, client-centred approach to homelessness services in Victoria. By addressing barriers and enhancing collaboration, the ODF aims to improve outcomes for individuals experiencing homelessness and ensure that they receive the support they need in a timely and effective manner.
The key features of the ODF include:
- Client-centred system response. The ODF emphasises the need to put clients at the centre of service delivery. This means understanding their unique needs, preferences and circumstances, and tailoring responses.
- Consistent initial assessment and referral. Skilled and supported workers conduct an initial assessment for anyone seeking help with homelessness in Victoria. Assessments identify the person’s risks and safety concerns. Consistency in this process streamlines support and reduces confusion for people seeking support.
- Clear entry points. The ODF established clear entry points for individuals and families to access services. Clarity ensures that individuals know how to navigate the system and where to go for help.
- Formal service coordination. The ODF promotes formalised coordination among SHS, which enhances collaboration and communication. This ensures comprehensive support and that services are not duplicated.
- Local area service networks (LASNS). These networks enable collaboration among local agencies. They ensure all SHS in local areas take collective responsibility for addressing homelessness. LASNs are important in fostering partnerships and improving service delivery. Further information on the LASN role is in Section 4.2.5 of these guidelines.
- Collective responsibility. The framework encourages all agencies within a local area to take responsibility to address the needs of individuals and families seeking support. This collective approach should enable a cohesive response where sharing resources to support individuals and families to access services.
- Recognition of supply shortfall. The ODF acknowledges the limitations in available resources and services. By recognising this shortfall, agencies can better work within the constraints and prioritise the most urgent needs and manage demand.
5.4 Addressing gambling harm
A range of community organisations provide Gambler’s Help services. The services offer resources and support services for people at risk of or experiencing gambling-related harm, spanning those who gamble or affected others. SHS can identify people affected by gambling and assist them to seek help.
SHS should:
- Be aware of the signs. People who gamble can sometimes hide their behaviour. But symptoms like financial difficulties, changes in mood or behaviour, and social isolation may be indicators.
- Ask open-ended questions. During client intake or discussions about financial challenges, explore potential gambling habits. Refer to the resource Reducing stigma: a guide to talk about gambling.
- Provide support and referrals. If you have concerns, provide appropriate referrals and encourage the client to seek help. Gamblers Help offers free confidential support services and self-help information and resources. SHS can also refer individuals and families to Gambler’s Help for further support.
Department of Families, Fairness and Housing, the Department of Justice and Community Safety, and the Department of Health have programs for individuals and families with co-occurring gambling harm and homelessness. This collaboration allows for comprehensive screening and referrals to suitable services in mental health, alcohol and other drugs, and family violence support.
Reducing stigma: a guide to talk about gambling
5.5 Other service delivery policy
Other guidance SHS need to be aware of includes:
- The Community services quality governance framework outlines the principles, domains, roles and responsibilities of quality governance. It includes measures of success, and indicators of poor-quality governance.
- The Service agreement requirements is a contractual document that supports the services agreement. It outlines the responsibilities, policies and obligations that all SHS must follow.
- The Client voice framework assists people at every level of a community services to critically assess their current practice in relation to seeking, hearing and responding to the client voice.
Community services quality governance framework