What is dvconnect?
dvconnect provides the state-wide domestic and family violence telephone service across Queensland, comprising three specific services:
- dvconnect womensline - 24hrs
- dvconnect serviceline - 24hrs
- dvconnect mensline – 9am-midnight, 7 days
FREECALL 1800 811 811
dvconnect womensline is the state-wide 24 hour, 7 day a week service to women and their children experiencing domestic and/or family violence. This service is staffed by a team of dedicated professional counsellors who provide crisis intervention, support, information, advocacy, telephone counselling, referrals and importantly, the statewide coordination of emergency refuge and shelter placements across Queensland.
dvconnect womensline receives thousands of calls and co-ordinates the safe refuge placement of approximately 220 woman and children each month.
- the facilitation and coordination of high security domestic violence refuge and shelter placements across the state.
- crisis counselling and the assessment and development of safety plans which address the immediate and contingent safety needs of women and their children.
- liaison with related services including regional domestic violence services, police, Department of Communities (child protection), health services, hospitals, legal services, migrant and indigenous agencies.
- the coordination of emergency evacuations via taxis, buses, trains and extending to chartering flights from remote areas of Queensland to take women and children to safety.
- the provision of safe emergency accommodation where refuges are not immediately available.
- the provision of funds for food, baby provisions, fuel and arrangements for medical treatment where required.
- the coordination of services to women in emergency accommodation enroute to refuge placement to ensure that they are supported and given appropriate practical assistance.
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Number available to service professionals on request
dvconnect serviceline operates in conjunction with dvconnect womensline and provides immediate access for related service professionals such as the Police Service, hospital emergency departments and refuge staff to contact dvconnect. The serviceline is accessed by a ‘1300’ number and is available 24hours a day, 7 days a week.
FREECALL 1800 600 636
Staffed by an experienced team of male counsellors, the dvconnect mensline is a vital part of dvconnect..
dvconnect mensline assists men who are seeking strategies to address their own use of violence and other destructive patterns in their personal lives and relationships, as well as those who may be (or have been) victims of violence themselves.
dvconnect mensline offers free, confidential counselling and information, and acts as a strategic point of referral for Queensland men around issues of domestic and family violence, relationship problems and other significant issues for men.
dvconnect mensline also provides a Men's Court Support Service for men who need to attend court as the Aggrieved or Respondent for a Domestic Violence Protection Order.
dvconnect mensline counsellors maintain a comprehensive data-base of state-wide services, groups, courses and conferences and are able to direct callers to services in their local areas for ongoing support.
mensline currently operates between 9am to midnight, 7 days a week.
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YOUR RIGHTS as a user of dvconnect services
As a person using DVConnect services, you have a number of rights. If you need these rights translated into another language, please contact DVConnect and an interpreter will be arranged.
DVConnect recognises your right to:
- To live without fear of violence
- To have access to an environment free from violence
- To be assisted to recognise and respond to your safety needs
- To be treated with dignity, respect and sensitivity
- To be treated as an individual with your own specific needs
- To be heard and have your views and experience acknowledged
- To be assisted to meet the needs you have recognised and identified
ACCESS AND EQUITY
- To obtain service regardless of you cultural or linguistic background, age, sexual preference, disability, mental health issue, economic status or other affiliation or individual difference; or the fact that you have children
- To have your specific needs recognised and responded to.
- To receive information that is accurate, timely, relevant and easy to understand
- To be empowered to make informed decisions and to be supported to fullow through with decisions made
- To have the confidentiality pulicy of the service explained to you
- To give informed consent to have information about you shared with
- any other person or agency
- To easily access accurate information on other services that may be able to assist you
- To have services that are invulved in responding to people affected by domestic and family
- viulence, work professionally and with each other to assist you
- To be assisted to advocate for your rights and/or the rights of your children
- To request that a worker advocate for your rights on your behalf
- To be informed about ways to prevent domestic and family viulence
- To have information on the prevention of domestic and family viulence promoted in the community
- To be provided with information on a perpetrator program for your partner where a program is available and appropriate
- To have access to professional, experienced and skilled workers
- To give constructive feedback on the service received
- To contribute ideas on the improvement of the service
- To have access to an effectively managed and administered service
- To request information on the pulicies of the service
- To be able to complain about any service received and to have the issues responded to and resulved in good faith and with the participation of all parties invulved where this is appropriate
DVConnect Client Service Charter
DVConnect is committed to the right of people to be safe from violence both within their families and their communities.
The core values of DVConnect are those that reflect our attitude of justice, equity, integrity and collaboration when responding to all people affected by domestic and family violence.
DVConnect's Client Service Charter provides an outline of the level of service people can expect from our service when they contact us in relation to domestic and family violence issues.
What you can expect from us:
- that we will answer your phone call to us as promptly as we are able to and treat you with courtesy and respect
- that we will respond to your needs in a professional, flexible and empowering manner
- that your safety and the safety of other family members is our first priority
- that if you lodge a complaint we will respond to it quickly and appropriately and report back to you if you wish
- that we will treat your personal and confidential information sensitively and responsibly
- that, in certain circumstances, we may be required to release your information without your consent.
- that we will arrange an interpreter if you need one
How you can help us to assist you:
- Provide us with all requested information about your circumstances
- Tell us if you have special needs
- Let us know if you need an interpreter
- Treat our counsellors with courtesy and respect
If you are dissatisfied with our service or would like to suggest a change:
- Please discuss the issue with the counsellor you are speaking to or ask to speak to a supervisor
- If you would prefer to speak to the head of Counselling or Manager please call 3008 8294 or you can put it in writing and post it to :
PO Box 10575
Adelaide Street 4000
Giving Feedback and Making a Complaint
dvconnect invites feedback on the quality and responsiveness of
our service. If you feel you have received an inadequate or
inappropriate service, or have ideas on how we can improve
dvonnect, we would like to hear from you.
Feedback and complaints are taken very seriously. We use a fair
and uniform approach to dealing with complaints to make sure
issues are dealt with in a consistent and timely manner.
We will keep you informed of the progress of your complaint,
and tell you when we expect to resolve the issue. If you make
a complaint, this will not be held against you in the future.
For more information about your rights as a user of dvconnect services, or to make a complaint or give feedback, contact
dvconnect by phone, post or email.
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Charity Status of dvconnect
dvconnect is a company limited by guarantee (a public company under the Corporations Act 2001) ensuring funding bodies, sponsors and stakeholders that funding will be distributed in accordance with the charitable objects of the Company and that the rigors of the Corporations Act and the income tax exemption conditions under the Income Tax Assessment Acts, apply to dvconnect and its controllers.
dvconnect has ITEC (income tax exempt status) with the ATO, is a Public Benevolent Institution and has Deductible Gift Recipient Status.
Donations $2.00 and over are tax deductible.
dvconnect is registered with the Office of Fair Trading Queensland and holds an Authority to Fundraise.
We receive funding for core operational costs from the Queensland Department of Communities.
In 2002 dvconnect commenced the operation of dvconnect womensline and dvconnect mensline following a successful tender to the Department of Communities.
However, the state-wide 1800 811 811 telephone crisis service has been in operation since 1980 when it was established as part of Crisis Care (Department of Communities) and subsequently was run by the Domestic Violence Telephone Service Inc, a non-government community agency.
A recent amendment to the Domestic Violence Act saw the inclusion of family violence (extending to elder abuse and informal care relationships) as a core component of the domestic violence telephone service which is reflected in the current name.
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Management of dvconnect
dvconnect is currently controlled by a board of Directors whose primary purpose is to provide a strong governance and strategic framework that will guide and support the professional management team in the development and financing of the company’s activities. It also acts as a reference point for specific issues that require expertise beyond the core capability of the company’s professionals. The Board undertakes its duties and obligations as required by the Corporations Act, the Service Agreement and other funding service delivery guidelines issued by the Department of Communities.
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Currently dvconnect employs twenty seven women and six men as Counsellors, all of whom have professional qualifications and/or extensive experience working with people affected by domestic and family violence.
Additionally, the organisation employs a Manager, Head of Counselling, Shift Supervisor, Accountant, Marketing and Development Officer and Administration Assistant.
It is recognised both by the sector and the Department of Communities that the field of domestic and family violence is a specialised area of crisis management. It requires professional workers who not only understand domestic and family violence but who are able to make appropriate crisis assessments often at a critical time in a woman and her children’s lives. It requires that a worker is competent in risk assessment and safety planning while also adhering to the agency’s duty of care policies.
dvconnect management has made it a priority to provide Counsellors with regular training and networking opportunities not only to enhance professional development and the importance of keeping vital links with the sector but also to reinforce dvconnect’s service delivery responsibility to the community.
Philosophy of dvconnect
- dvconnect is committed to the right of people to be safe from violence both within their families and their communities.
- dvconnect's response to those affected by domestic and family violence strives to be professional, flexible and empowering which includes collaborative processes with other support services throughout Queensland .
- To ensure that no Queenslander will be more than a telephone call away from professional support and information with which to sustain her/him through the domestic and family violence impacting her/his life.
- dvconnect will protect the caller's privacy and confidentiality while within the law and the policies of this organisation.
- That dvconnect's response to those affected by domestic and family violence will take into account the caller's cultural and special communication needs.
- For dvconnect to be a key part of a seamless and coordinated system within the support service sector of Queensland that is both supportive and meaningful for people affected by domestic and family violence.
- That dvconnect develop and provide administrative structures that ensure accountability of service and support for the organisation.
- The right of all people to live free from violence and abuse.
- The health and safety of staff and clients.
- Planning and decision making that reflects justice, equity, integrity and collaboration.
- The diverse needs of marginalised and disadvantaged groups.
- Responsiveness, adaptability, innovation, creativity and an openness to change when attempting to address the needs of those affected by domestic and family violence.
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