Working with victim survivors of family violence

Specialist family violence agencies that work with victim survivors must meet the Case management program requirements and follow the Family violence crisis response model.

Case management program requirements

The Case management program requirements (the program requirements) describe what agencies need to do to ensure quality case management services for victim survivors. They:

  • provide building blocks for consistent case management responses
  • list the elements of person-centred, strengths-based, flexible and culturally safe case management delivery.

The program requirements are structured around three components: responses, functions and life domains. The components respond to victim survivors’ risks, needs and individual circumstances and consider the settings, situations and impact of family violence.

The requirements link to the:

  • Code of practice: Principles and standards for specialist family violence services for victim-survivors (the ‘why’). For more information on the Code, visit Safe and Equal.
  • MARAM practice guides and tools (the ‘how’). To download the guides and tools, visit

Case management program requirements (Word)

The Strategic Funding Model overview (Word) provides information about funding structures and reporting requirements for organisations that deliver client support, holistic Aboriginal services and supported accommodation services.

Family violence crisis response model

The Family violence crisis response model (the crisis response model) introduces shared responsibility for crisis responses across family violence services.

The crisis response model ensures victim survivors in crisis get consistent, clearly communicated, jointly managed and coordinated responses. It prioritises providing local crisis support where possible, safe and in line with and incorporating victim survivor choice. 

The crisis response model comprises:

  • roles and responsibilities for providing emergency accommodation
  • roles and responsibilities after-hours services (for funded after hours services)
  • sections on crisis response in the Case management program requirements.

Together, the crisis response model and the program requirements clarify the roles and responsibilities of the specialist family violence service system.

Flow charts


Case management program requirements

Agencies must follow the Case management program requirements from 1 July 2022. Agencies can undertake work to meet the program requirements in stages.

Your agency must:

  • complete a self-assessment of your agency policies and procedures against the Case management program requirements by the end of June 2022
  • provide an action plan to update internal policies and procedures to local APSS contacts by the end of September 2022
  • update internal policy and procedure documents by the end of December 2022
  • identify further activities to embed the program requirements into service delivery practices and update action plans before March 2023
  • continue to update and implement action plans to embed the program requirements throughout 2023.

To receive copies of the Case management program requirements self-assessment checklist and action plan tools, please email

Family violence crisis response model

Agencies are expected to follow the crisis response model from 1 August 2023. By this date, your agency must be ready to perform the functions set out in both the:

  • Roles and responsibilities in providing emergency accommodation
  • Roles and responsibilities after-hours (funded after-hours services only).

Family violence crisis response model implementation overview – March 2023 (Word)

Implementation checklist (Safe and Equal) – Jan 2023


Family Safety Victoria and Safe and Equal have resources to help agencies meet the Case management program requirements and Family violence crisis responses model. 

These include:

Information session presentations and FAQ

Frequently asked questions


Safe and Equal

Safe and Equal can support specialist family violence services to meet the Case management program requirements. Safe and Equal will:

  • support agencies to develop the areas of practice identified in their alignment mapping exercises
  • provide resources and tools based on sector needs
  • answer agencies’ questions and note concerns about the changes
  • ensure agencies have the tools and information they need to support victim survivors.

Contact Safe and Equal by emailing or phoning (03) 8346 5200.