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6.1 Eligibility
SHS need to be accessible to anyone experiencing or at risk of homelessness. Many SHS have expertise working with specific groups of people experiencing homelessness. These cohorts may include:
- children (when accompanied by an adult)
- families with or without children
- single adults
- victim survivors of family violence
- young people
- Aboriginal people
- people living with a disability
- people living with mental health issues
- people sleeping rough
- people recently exited from institutions
- older adults
- people who are LGBTIQA+
- people from culturally and racially marginalised backgrounds
- refugees and asylum seekers.
While some agencies may have a specific service focus, all SHS must provide clear information on available homelessness services for all people in their area. This includes referral pathways to services that fit individual needs. This is important even if someone is not eligible for the referring agency's programs.
Please note that some individual homelessness programs have their own eligibility criteria. Please see individual program guidelines for further information.
When a child aged 15 years and under presents without an accompanying adult at an SHS requesting accommodation, support workers are required to:
- Undertake a risk and safety assessment to determine the immediate needs of the child. If a young person needs accommodation, try to contact a parent or carer when it’s safe and in the best interests of the young person.
- Gather more information to decide if a report to Child Protection or referral to a support service will help the child and/or the family:
- You can refer them to The Orange Door. They assist people experiencing family violence or families who need support with the care and wellbeing of children and young people.
- You can report to Child Protection if you have a reasonable belief that a child has suffered or is likely to suffer significant harm because of abuse or neglect and their parent has not or is unlikely to protect them from harm of that type.
These referrals or reports ensure the SHS has created a safety net for unaccompanied children aged 15 years and under.
The department’s Child Protection manual also provides further guidance around working with unaccompanied children aged 12 to 17 who are experiencing or are at risk of homelessness.
Child Protection manual: advice for working with children aged 12–17
6.1.1.1 Accompanied children
Accompanied children experiencing homelessness or at risk of homelessness are also particularly vulnerable. When children present at an SHS accompanying an adult, an initial assessment should include the safety and risk assessment for the unit head and accompanying children.
6.1.1.2 Children’s Specialist Support program
The Children’s Specialist Support program operates across several local areas. It provides an enhanced case management approach to children accompanying an adult. This service aims to break the cycle of disadvantage and improve outcomes for children experiencing or at risk of homelessness. Make referrals to this service (in areas where the response operates) when the initial assessment or the case plan identifies a child requires or would benefit from an individual case management response.
6.1.1.3 Referrals to The Orange Door
Refer to The Orange Door if concerned for a child’s wellbeing but there is no immediate harm or safety risk. The Orange Door has replaced Child FIRST as the access point for families who need support with the care and wellbeing of children, including those experiencing family violence. If a worker is unsure about the assessment of risk, they must contact Orange Door for guidance.
No income does not prevent a person from accessing transitional and crisis accommodation. Homelessness or the risk of homelessness is the criterion for entry. People seeking asylum or who are new migrants awaiting residency status are eligible for transitional and crisis accommodation.
When presenting for housing support, assess individuals and families without income for eligibility based on their immediate need for housing and other types of appropriate support, regardless of their financial status.
Along with housing, SHS can support people with no income by:
- improving employment opportunities
- increasing education enrolment
- assisting with accessing government benefits and identification documents.
Refer to the most recent Australian Institute of Health and Welfare (AIHW) Specialist homelessness services annual report for more information on client income and outcomes.
Pets play a significant role in the lives of many people experiencing homelessness. Pets can provide companionship, emotional support and a sense of purpose. The bond between a person experiencing homelessness and their pet is often very strong.
People experiencing homelessness must receive the same rights as any other renter. SHS who provide tenancy management of properties that fall under the RTA must refer to Division 5B of the RTA for guidance on rental premises and pets.
Properties not covered by the RTA may lack the necessary safety requirements to house a pet. Accommodating pets is at the discretion of SHS. But SHS should assist a person to find alternative housing for their pet. You may consider providing financial support for short-term placements for the pet.
6.2 Access to services
SHS must make accessing services as easy as possible for people in need. This means offering different ways to connect. This can include in-person visits, phone consultations and outreach programs for people in remote areas or experiencing rough sleeping.
Entry points must be visible to people experiencing or at risk of homelessness and be supported by formal service coordination. SHS must provide support for each client based on their needs. This applies regardless of their previous address, location they seek help from or immigration status. This includes new migrants and asylum seekers. People have the right to choose which service they would like to access. They may choose mainstream or cohort-specific services, like youth-specific or Aboriginal-specific services.
SHS must provide in-person services during standard business hours all year. Standard business hours are Monday to Friday, 9am to 5pm. In-person hours for assertive outreach programs may vary to support people sleeping rough. If public holidays differ by location, such as local racing carnivals, the local public holiday replaces the metropolitan holiday.
To ensure people can still get help outside of these hours, SHS must have a phone answering message that:
- clearly states regular business hours
- provides alternative contact options for urgent matters
- includes the statewide homelessness contact number (1800 825 955), which is a free call and available 24/7
- shares other relevant emergency services contact details.
In very rare cases, if any SHS needs to close during normal business hours, the service manager must contact their local department area to discuss and negotiate a change to standard hours.
Examples of reasons an SHS may close during regular business hours include:
- a natural disaster such as a flood
- essential service outage
- critical incident debriefing
- occupational health and safety risk.
There may also be periods of time when an ACCO SHS must close for Sorry Business to attend to cultural protocols and the grieving process associated with the passing of someone in the Aboriginal community.
During National Aboriginal and Islander Day Observance Committee (NAIDOC) Week, staff at ACCOs may need to attend to community activities as part of the cultural obligations of NAIDOC Week.
6.2.2.1 Actions required for SHS when temporarily closing the service
If an SHS needs to close for the day, the SHS must:
- contact the local area department contract manager (Agency Performance and System Support) to discuss the closure
- have a recorded message with an alternative number to call, which may include negotiating with another SHS to include their contact number on the recorded message
- have answering service and voice mails able to record a large volume of messages, this may need SHS to upgrade the answering service as people seeking support must have the ability to leave a recorded message.
Closures must not exceed one business day without approval from contract manager.
6.2.2.2 Out of standard business hours services
People requiring support outside of regular business hours can call the Homelessness Statewide After Hours Service (1800 825 955).
Some homelessness programs receive funding to deliver services outside of standard business hours. These include services open on weekends and public holidays, and 24-hour supported housing every day of the year.
6.2.2.3 Embargo on VCAT action over the holiday period
Homes Victoria asks all providers of homelessness housing to avoid issuing notices to vacate or executing warrants of possession from 16 December to 6 January each year. Many community and legal services will have limited capacity to provide support during this period. SHS should continue reviewing rental arrears cases to negotiate repayment agreements with renters during this time.
6.2.2.4 Extreme weather events
During extreme weather events, the department expects that SHS will work with their relevant local government municipalities to develop a local plan that determines the type of responses which can be provided to people who are sleeping rough.
LASNs play a key role in coordinating a plan and response for extreme weather events and this should be documented in the local model to ensure people sleeping rough are accommodated safely, have access to food and water. For frost and extreme storm weather this will include blankets and warm clothing. For heat related extreme weather events this will include access to spaces to keep cool. Response to extreme weather events needs to be inclusive of public holidays.
There are no geographical boundaries for people seeking homelessness support.
All SHS share the responsibility of assisting individuals and families at their first point of contact with the homelessness service system. This support should be available no matter where a person reaches out. Clients should receive support at the first point of contact to address their immediate needs. Refer to Appendix 2 for information on making referrals across department local areas.
SHS must ensure their services are accessible, appropriate and responsive to the needs of diverse communities. This means presenting information in a way that is:
- welcoming – create a comfortable and inclusive environment
- linguistically diverse – cater to clients with various language backgrounds
- culturally sensitive – respect and acknowledge different cultural practices and beliefs
- easy to understand – use clear and simple language for all individuals and families
- safe for LGBTIQA+ clients – create visibly safe and inclusive services and spaces for people who identify as LGBTIQA+.
This commitment extends to specific groups including Aboriginal individuals and families, culturally and linguistically diverse populations, culturally and racially marginalised populations and the LGBTIQA+ community. SHS should develop partnerships and protocols with culturally specific support services to enhance their understanding and service delivery.
SHS must also provide access to training for all staff to build skills to deliver appropriate services. This training gives employees the knowledge and skills to deliver culturally sensitive practices.
The department’s Disability Action Plan 2024–2025 aims to advance disability inclusion and address the barriers people with a disability face in accessing services and facilities. SHS should refer to this plan to improve access for people with a disability to homelessness services.
SHS must provide access to training for all employees, so all staff understand inclusive practice.
SHS must adhere to the department’s language services policy. SHS should also develop local language services policies and procedures consistent with this policy and legislative requirements. Carers of individuals and families, where appropriate, may also need the language services.
Services cannot deny clients support where they need an interpreter or translator.
6.3 Intersection between homelessness programs
As the front end of service delivery, effective operation of the services system relies on all SHS to apply their unique insight and expertise. SHS must be active players in the local area service networks. They must share knowledge, operate cooperatively and take part in sector capability building and reform initiatives and opportunities.
SHS fund different homelessness responses through the department’s local areas. There are four primary service types in the responses:
- assessment
- support
- housing
- flexible brokerage.
The department funds programs to assist people experiencing homelessness to access housing and support. These programs are in Section 12.
All SHS are members of an LASN, which is the coordination point for homelessness services in the area.
All SHS must log all department-funded resources on the Vacancy Management System (VMS). This allows each SHS to view the range of funded programs. When an SHS has a vacancy, update the VMS to reflect this vacancy. Vacancies can include an available THM property, support capacity or flexible funding.
Both ACCO SHS and mainstream SHS receive funding to support Aboriginal people experiencing or at risk of homelessness in Victoria. Currently ACCOs receive funding for a smaller range of responses than mainstream services and may experience unmet demand to a greater degree than mainstream services. Homes Victoria is working with ACCO’s and Aboriginal people to rectify this discrepancy through the VAHHF (see section 5 of the VAHHF) Aboriginal people accessing SHS can choose between an Aboriginal SHS or mainstream SHS for their homelessness response.
Each LASN must ensure local culturally safe pathways for Aboriginal individuals and families to access homelessness services. All SHS should know how to register a person for a resource allocation.
There can be benefits for members of LASNs from creating a practitioner working group or communities of practice (CoP) between ACCO and mainstream SHS. CoP can deepen the knowledge and skills for working in a culturally safe way with Aboriginal people. They also promote joint accountability to improve outcomes for Aboriginal people.
Victorian Homelessness Networkers and the VISHN Networker should work together to identify coordinated pathways and service gaps. They can then explore approaches to close those gaps and improve coordination and outcomes for Aboriginal people.
6.4 Interface between SHS and allied services
People at risk of or experiencing homelessness often use a range of other government-funded services. These may include mental health, family violence, health, child protection and justice programs.
SHS should ensure they have strong partnerships with local and statewide allied services. This allows SHS to have a more integrated service system and improve access to services.
A collaborative approach to shared clients should include creating protocols between the LASN or individual SHS and allied services. Protocols should include:
- a mutual understanding of the aims of service intervention type
- shared understanding of good practice
- a defined referral pathway with individuals and families at the forefront
- clear communication processes
- clear division of roles and responsibilities, including the role of the case coordinator
- how demand can be best managed
- an in-built annual review of the protocol.
SHS may develop protocols together with allied services, or as part of an LASN with local allied services. Using an LASN protocol helps establish clear, local referral pathways. This reduces the need for SHS to create many protocols.
6.5 Feedback and complaints
SHS have specific requirements to manage feedback and complaints under the Social Services Regulation Act 2021 (Vic).
Standard 4 of the Social Service Standards relates to feedback and complaints. It ensures service users can give feedback, raise concerns and make complaints about the safety of a social service, confidentially, within agreed timeframes and without reprisal. To meet Social Service Standard 4, an SHS must meet service requirements about:
- feedback
- systems and processes
- responding to feedback, complaints and concerns
- dispute management.
SHS should refer to the Social Services Regulation Act and the Regulator’s published guidance for more information about their obligations. Refer to Section 4.9 of these guidelines.
SHS must seek feedback from service users or their support persons about the safety of the service. The Regulator’s guidelines have directions on how to seek feedback.
SHS must install and maintain systems and processes to:
- help service users and support persons to give feedback, make complaints or raise concerns about the safety of a social service
- investigate, respond to and resolve any feedback, complaints or concerns raised by service users and their support persons about the safety of a social service
- report on feedback, complaints or concerns raised by service users and support persons about the safety of a social service
- report on the SHS response to or resolution of the feedback, complaint or concern.
SHS must also inform social service users about their right to raise safety issues with the Regulator or to make a complaint to any other entity.
SHS should acknowledge and respond to feedback, complaints or concerns of service users and their support persons in a way that:
- is confidential
- is appropriate and accessible to service users
- is without reprisal to the service user or their support person
- meets timeframes agreed with the service provider or support person.
SHS are also required to use the feedback, complaints and concerns of service users and support persons to inform continuous improvements to safe service design and delivery.
If requested, an SHS must assist service users and their support persons to access services to manage and resolve disputes between the service user and SHS about the delivery of services.
SHS, individuals, families or a support person can make an online complaint or compliment straight to the department.
Complaints and compliments should go the service in question. The DFFH online feedback form is also an option for those who don’t want to contact the service or haven’t had a satisfactory response when they did provide feedback to the service in question.
The Victorian Ombudsman handles complaints about actions or decisions made by Victorian public organisations. This includes Victorian Government departments and organisations, councils and publicly funded community services.
6.6 Occupational health and safety
SHS must be aware of their occupational health and safety obligations as employers. They should have a documented system in place for showing compliance.
6.7 Social Services Regulation – Safe Service Environment Standard
According to the Social Services Regulation Act (2021), SHS must ensure their premises, facilities and equipment are safe and fit for purpose. This includes:
- identifying and reducing hazards and risks to service users
- ensuring premises, facilities, equipment, furniture and fittings are suitable and accessible for service users
- ensuring premises, facilities, equipment, furniture and fittings are safe and in good condition
- where occupying but not owning the premises
- entering into any arrangements or agreements necessary to follow the above requirements
- implementing and maintaining practices to manage risks to ensure safe service delivery at that place.
SHS also need to install and maintain practices to:
- secure service users’ personal and private property
- manage the risk of harm in an emergency
- provide clear directions to service workers and service users on what to do in an emergency.
SHS should refer to the Social Services Regulation Act and the Regulator’s published guidance for more information about their regulatory obligations.
- Standard 3: Safe service environment on the standards page
- Social Services Regulation Act 2021 (Vic)
- Social Services Regulations 2023 (Vic)
6.8 Acknowledging Victorian Government funding
All documents and data created by SHS while delivering services funded by Homes Victoria belong to Homes Victoria.
Under a service or funding agreement, organisations must acknowledge Victorian Government funding. By acknowledging this support, organisations show the community how they are spending public funding. Refer to the Acknowledgement and publicity guidelines for Victorian Government funding support for further information.
Acknowledgement and publicity guidelines for Victorian Government funding support