Training to enhance capability uplift for Victims of Crime Helpline workers

All Victims of Crime Helpline staff have completed Foundational Family Violence Training and either Victoria’s Multi-Agency Risk and Management (MARAM) Intermediate or Comprehensive Risk Assessment and Management training. Helpline leadership has also completed MARAM Leading Alignment training.

Victoria's professional development for the Helpline was guided by its Workforce Capability Framework. This was developed in 2021-22 and identified the core knowledge and skills required by staff working at the Helpline.

In the 2024-25 year the Helpline achieved its full complement of Family Violence Practice Leads who provided targeted support and oversight for complex Victoria Police Risk Assessment and Risk Management Report referrals, ensuring consistent and timely response to victim-survivors. Helpline position descriptions were updated to include a mandatory minimum 2 years' relevant practical experience, along with required completion of Intermediate MARAM and Adults Using Family Violence training, the latter covers predominant aggressor components.

Work is underway to implement reflective practice sessions to create a dedicated forum for case reviews and knowledge sharing. A review of Family Violence Standard Operating Procedures has commenced which will support continuous improvement of processes and tools as well as consistent practice by Helpline staff. The Helpline is an Information Sharing Entity and uses the Family Violence Information Sharing Scheme and Child Information Sharing Scheme on a daily basis to ensure timely and risk-informed responses to victim-survivors.

The initiative is being implemented as business as usual.