While Kids First undertook a systematic approach to the design and implementation of the new service model, their journey to better outcomes was by no means linear.
Embarking on an organisational restructure
Knowing that this level of change would be difficult to achieve alone, an external consultant was engaged early in the journey to undertake consultation with internal leadership and community stakeholders. As a result, Kids First developed a community-centred and outcomes-focused operational framework relevant to the local context.
Kids First Organisational Architecture
Early and genuine engagement of staff
Kids First included staff in design and decision making processes from the outset. Staff were asked to define what ‘evidence informed’ meant to them. This feedback was used as a starting point to determine how they perceived the purpose and impact of their work.
Creating a theory of change (TOC) and a model of service
Kids First created an organisation-level
Theory of changeto help to guide decision-making and make sure that the identified activities would lead to the intended outcomes. The TOC then steered the team toward their new model of service. Drawing on the best available research,
Practice expertiseand
Client valuesKids First developed a model of service underpinned by the following practice principles:
- Evidence informed
- Safe
- Holistic
- Child centred and family inclusive
- Trauma informed
- Culturally responsive
- Person centred.
The new model offers a centralised clinical intake service to support two multi-disciplinary centres ensuring that children and their families are directed to the appropriate support aligned to their needs and goals.
View the Kids First new Model of Service.
Implementing the model of service: a new practice approach
With the TOC and new model of service in place, Kids First developed their new practice approach. The model recognises that not all clients are seeking long-term assistance. Two multi-disciplinary centres provide targeted
Intervention, integrated care planning for children and their families and tailored responses using
Evidence-informed practiceand programs.
Notably, Kids First now provide all families with a Brief Family Consultation (BFC) therapy session at the start of the service. BFC is a time-limited, structured process which uses clinical expertise in goal setting to manage client expectations and set them up for success.
Feedback-informed practice
Kids First now use Scott Miller’s Outcomes Rating Scale and Session Rating Scale to embed evaluation into practice. Both scales are evidence-based tools for measuring, strengthening and building the client-practitioner alliance.
Staff are trained in the use of these tools, which have been pivotal in enabling practitioners to be more responsive to client needs. Since launching the model, Kids First is using the data collected with these tools to reflect and continually shape practice.
Incorporating staff feedback to strengthen implementation
Formalising and incorporating staff feedback into the design and implementation of the new model has been a significant part of the journey. The senior leadership team held regular feedback sessions with staff to discuss potential obstacles and to address them collaboratively. While this might have meant some discomfort, when hearing that the program was not always unfolding as planned, it also meant staff were more receptive and enthusiastic about the change, even in the face of challenges.
An external consultant also conducted regular consultations with staff, exploring how they were experiencing the changes and whether they needed additional supports including training and professional development.
“We need to give staff an opportunity to practice and continually revise these skills, rather than completing the training and walking away, supervision and having opportunities to keep practicing is critical.”
