Service Implementation and Support Branch
1. Document purpose
This purpose of this document is to provide an overview of the functions and key activities of the Service
Implementation and Support Branch.
2. Group description
Group purpose
Service Design and Implementation develops cross-program and integrated service delivery responses to move
the department from a program and problem focus to a people and place focus. Consolidation of program and
service design functions achieves functional efficiency and the flexible staffing model maximises the
department’s limited resources.
This group facilitates the effective translation of high-level policy intent into genuine reform and improved
practice at the front line. Knowledge and expertise of service design and practice improvement is consolidated
from different program areas into an integrated design capability. At the same time, specialist knowledge and
functions are retained to maintain and improve highly specialised services.
This group leads the design, delivery, evaluation, implementation and administration of accommodation and
support programs, including statutory and forensic programs, for individuals and families. It leads the
department’s community building and participation activities. It drives practice consistency and improvement. It
develops, coordinates and influences initiatives for Aboriginal clients.
3. Branch description
Branch purpose
The Service Implementation and Support Branch will lead the implementation of service reform and
improvement initiatives. The branch drives consistency in service delivery and ensures that service design
translates into effective practice by working in close collaboration with service design and development units
and with divisions and areas.
The branch will ensure timely collaboration on policy reform and service design through virtual teams which
enable the branch to recognise implementation risks based on policy and environmental factors and co-develop
an implementation approach consistent with methodology established by the branch.
Department of Human Services
The branch will lead the department’s procedural and practice advice development to enable practice
excellence in human services. The branch will help with service delivery capabilities at the local level by working
with areas and by applying the branch’s practice and business process expertise to develop local capability.
The branch will build capacity and capability in divisions and areas to improve sustainability and performance in
relation to key performance indicators, regulation, policy implementation and other agreed priorities.
Branch structure
Service Implementation and Support Branch will consist of the following units:

Practice and Implementation Support Unit

Child Protection Specialist Intervention Unit

Residential Services and Complex Support Unit

Client System Support Unit
4. Unit descriptions
Practice and Implementation Support Unit
Purpose
The Practice and Implementation Support Unit will guide policy implementation across the department, forming
time-limited multidisciplinary teams with service design units to operationalise policy and service design in a way
which is consistent with intent. During policy development, the unit will identify potential implementation barriers
and existing policies and guidelines for consideration. Members of this unit will contribute to service design
project teams ensuring seamless transition of work. Working with subject matter expertise across the
department, the unit will support consistent implementation activities including state-wide networks, guideline or
business rule development, and practice advice in response to ad-hoc issues. The unit consists of persons with
expertise in business process redesign to ensure efficient implementation and improve practices that impact
service delivery and performance.
Key functions and activities
The unit will:

provide advice to branches and units involved in policy development and service design, reflecting the
operational environment, potential implementation issues and risks

develop, execute and monitor implementation methodology for human services delivery

develop practice manuals, procedures and where appropriate guidelines to support staff in the
management and delivery of services

coordinate business process redesign activities across the department

facilitate publication and implementation of human services resources including family centred practice
guides

support state-wide implementation and network meetings aimed at improving practice consistency.
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Child Protection Specialist Intervention Unit
Purpose
The Child Protection Specialist Intervention Unit will provide leadership and guidance to service delivery staff
and assistance to manage complex cases through the provision of specialist expertise, case consultancy and
evidence-based practice advice to improve practice and client outcomes.
The unit will support time-limited deployment of experienced practitioners to boost capacity, including virtual
teams, to address acute operational pressures in service delivery. The unit will also utilise business process
specialists to work with local staff to review and implement process improvements that align with policy intent
and create efficiency in practice.
Key functions and activities
The unit will:

provide secondary consultation and practice advice

respond to hot spots in child protection as required.
Residential Services and Complex Support Unit
Purpose
The Residential Services and Complex Support Unit will provide leadership and guidance to frontline workers to
foster practice excellence in specialist and professional interventions in line with legislative obligations. The unit
will inform practice development, training and improvement across the specialist portfolios.
Key functions and activities
The unit will:

ensure the update, production, storage and delivery of all housing publications, brochures, forms and
web based information

properly administer public housing waiting lists and tenancies including implementing new segmented
waiting list

facilitate best practice in Disability Accommodation Services (DAS) including maintaining Disability
Accommodation Services practice resources, facilitate and support practice reviews, coordinate and
promote better practice reviews, reports, follow-up monitoring, and post reviews

manage and co-ordinate divisional activities associated with the Community Visitors Program

improve compliance with Incident Reporting and promote best practice responses to client well-being,
particularly in DAS area

strategically plan for business continuity and emergency preparedness

leverage the results of Victorian Population Health Survey of people with an intellectual disability
(VPHS-ID 2009) and conduct the VPHS-ID 2013

manage, develop and monitor the multiple and complex needs initiative (MACNI)

manage the Roster and Attendance project, including change management, training and business
process standardisation to support the implementation.
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Client System Support Unit
Purpose
The Client System Support Unit will undertake Client Relationship Information System functions to engage key
stakeholders across the organisation, working with the divisions and groups to understand the future Information
Technology directions of the organisation and develop strategies and options for technologies that will enable
and support the delivery of services to our clients.
Key functions and activities
The unit will:

support frontline staff in their delivery of services across Victoria and support the development of
integrated responses

provide onsite Client Relationship Information System and Housing Integrated Information Program
support and feed user support needs and future development improvement advice back to the
Information Management and Technology Branch, Corporate Services Group

develop and Provide User Acceptance/Verification Testing

liaise across government on strategy and architecture direction

elicit and translate business needs into structural and process forms that can be implemented in
systems

support changes to practice resulting from an implementation of or change to business systems.
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