Embedding Client Experience in family violence service design and delivery
Project Team
Chief Investigators: Dr Naomi Pfitzner, Louise Simms, Associate Professor Bridget Harris, Hannah Fahour and Kym Valentine
Lived experience research officer: Hannah Fahour
Project contact: Naomi Pfitzner, naomi.pfitzner@monash.edu
Project Partner:
This project is now complete
People with lived experience are central to the design and delivery of family violence support. The Embedding client experience into family violence service design and delivery project positions victim-survivors as expert problem-solvers with lived and living experience of services and service systems that can help drive systems change and service design. Through a series of collaborative workshops with family violence victim-survivors and practitioners, this project developed the Client Feedback Framework. The Client Feedback Framework supports family violence service providers to implement person-centred, trauma and violence-informed client feedback processes and systems.
The Final Report was published in June 2025 and can be accessed here.
In addition to the Final Report, the project team developed the Embedding Client Feedback Framework that provides evidence-based guidance for domestic and family violence service providers about designing and implementing. The project team also produced a statewide stocktake that provides a snapshot of existing client feedback processes and systems used by family violence services in Victoria.
You can access these here:
- Embedding Client Experience Framework: https://doi.org/10.26180/29242883.v1
- Client Feedback Stocktake: https://doi.org/10.26180/29242973.v1
Launch Webinar
A project launch webinar was delivered on 24 June 2025. The webinar can be viewed below.
Embedding Lived Experience Podcast
The Embedding Lived Experience podcast was produced as part of this project. In this short-form podcast, lived experience researcher Hannah Fahour speaks with survivor advocates Kym Valentine, Amar Freya and Tash Anderson, who were all involved in the project, to gather their thoughts and ideas about how to meaningfully engage lived experience in the family violence sector.
The podcast was produced with support from Poached Egg Pictures. 
About this project
This project sought to build a lived experience and practice-informed evidence base about how to meaningfully and safely engage client voices to strengthen family violence support in Victoria. This project used a series of collaborative workshops with family violence practitioners and victim-survivors who hold expert knowledge across a range of diverse experiences to co-design a client feedback framework. The Client Feedback Framework provides evidence-based guidance for domestic and family violence service providers about designing and implementing evidence-based client feedback practices and systems.
Research Design
The project involves two phases:
- A statewide stocktake of client feedback processes currently used in the Victorian family violence service system.
- Collaborative workshops with family violence victim-survivors and practitioners to co-design a client feedback framework for the Victorian family violence service system.
Funding acknowledgement
The Embedding Client Experience in Family Violence service design and delivery project is funded by the Victorian Government.
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