Better practice in responding to family violence

Training supports staff to recognise the signs of family violence and how they can help, ensuring customers feel respected and believed. Providing education, training and support signals to the whole organisation that addressing family violence and ensuring the safety of customers is a business priority.

Thriving Communities Partnership noted that some of the challenges to realising cultural change within an organisation include unconscious bias and understanding the complexity of family violence. In its research WEstjustice noted that following training staff had a better understanding of why the issue was relevant to their work. WEstjustice recommends that businesses continue to train their staff, consult with experts and conduct process reviews to embed a culture of identifying and responding to family violence.

Discussing family violence can be uncomfortable and can bring up issues for staff. It is important to support and prepare staff for these conversations. Ensuring that staff have space to raise and address their concerns and feel supported is also a necessary step towards change. Ongoing training further helps staff understand the complexities of family violence and be sensitive to customers’ needs.

“I think [water business staff] are aware of family violence when they weren’t beforehand. They’ve done the training…so when family violence is mentioned they’re definitely more sensitive to it and there’s a sympathy to it.” – Financial counsellor

Extending training to all staff also helps them to consider possible issues in relation to their own work areas. For example, the IT team may consider risks in system processes and upgrades, creating solutions to prevent unintentional disclosure of confidential information and safeguards to ensure sensitive information can only be accessed by authorised staff.

Family violence specialists and water businesses that have already implemented training, say that businesses rolling out family violence training need to involve specialist training providers.

Yarra Valley Water engaged Uniting Kildonan to provide whole of business training around awareness, response and referral pathways. It understands that family violence can be disclosed throughout almost any part of the business and therefore considers it necessary to create a culture where it is safe to disclose and discuss family violence.

North East Water sought to improve the health and wellbeing of its customers through organisational awareness and tailored training.

Case study – Yarra Valley Water

Yarra Valley Water’s training modules were developed in partnership with Uniting Kildonan to be run in-house by Yarra Valley Water’s own team.

The business runs training for new contact centre staff as part of its induction and refresher training every two years. The modules are reviewed and updated periodically to include additional topics such as working with perpetrators and elder abuse.

By providing ongoing training and regular reviewing its training content, Yarra Valley Water strengthens its culture of awareness and ensures knowledge about the complex nature of family violence remains in focus.

Case study - North East Water

In developing its family violence response North East Water learnt that its staff wanted to be involved, even though it was a challenging issue. They wanted to know how to help and said they were willing to be uncomfortable to get comfortable with the subject matter.

North East Water started conversations and training with its staff. Once its customers became aware that they could discuss family violence safely and that there are initiatives to help, they trusted the business and were comfortable to disclose.

Over time, staff have become confident in their abilities and the business’s processes. Staff are now more aware that each call they receive may potentially result in disclosure of family violence and they feel comfortable to work with the customer.

Optus sought out information and materials for its frontline service staff to ensure its customers were getting adequate support. Western Water noted the importance of identifying a training provider that is the right cultural fit for the organisation.

Case study – Optus

Optus approached 1800 RESPECT to obtain information and materials for its frontline staff. The material outlined key indicators to listen out for in order to identify customers affected by family violence.

The materials and training provided, assisted staff in building on skills to show compassion and empathy. This also helped them to have open conversations with customers.

As a result, staff at Optus have the knowledge to manage calls and assist the customer in circumstances where they are indirectly indicating family violence is present. This helps ensure that customers are still provided with the required support without having to self-identify as being affected by family violence.

Case study – Western Water

Western Water noted the varying approaches offered by family violence training providers. It encourages businesses to review the various needs of the business and to consider the content of training programs offered to ensure the quality and relevance of the training to the business’s needs.