FDR new client pathway

During 2018-19 RANSW made changes to the Family Dispute Resolution client journey, as structured in our existing model. We aimed to provide a more timely and efficient service response by introducing a new 30-minute telephone consultation as the first stage of the pathway, replacing a standard 90-minute office appointment.

The telephone consultation is conducted by a trained Family Adviser who triages some cases into a longer face to face assessment, and sends those with less complicated circumstances straight through to the Family Dispute Resolution practitioner.

This has increased the volume of people being brought into the service early, and significantly reduced the time taken to reach joint mediation for many clients.

The new pathway has been implemented smoothly and is well received by clients.Staff report a key benefit is knowing sooner whether the second party in the mediation is likely to attend, which helps the first party make decisions about alternative options and supports.

Since the new pathway began there is an upward trend in both parties to a dispute engaging with our service, which is good news for family outcomes.

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