Embedding Client Experience in Service Design and Delivery - Client Feedback Framework Launch

Join us on Tuesday 24th June 2025 for the launch of the Client Feedback Framework.

Funded by Family Safety Victoria, the Embedding Client Experience in Service Design & Delivery Project is a joint undertaking between the Monash Gender and Family Violence Centre and Safe and Equal, the Victorian peak body for specialist family violence services. 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. Through a series of collaborative workshops with family violence victim-survivors and practitioners, this project developed the Client Feedback Framework. The Framework provides guidance for domestic and family violence service providers about designing and implementing client feedback practices and systems.

• Date: Tuesday 24 June 2025

• Time: 10am – 11.30am

• Location: The Wheeler Centre, 176 Little Lonsdale St, Melbourne, 3000

The doors will open at 9.30am, with formalities commencing at 10am. After a one hour presentation and panel, morning tea will be served between 11 – 11.30am.

Tania Farha, CEO of Safe and Equal, will MC this launch.

Dr Naomi Pfitzner will present the Client Feedback Framework and discuss research findings. Her presentation will be followed by a panel discussion about how to meaningfully embed lived experience into research, service design and delivery, and the broader family violence sector.

The panel will include:

• Dr Naomi Pfitzner, Chief Investigator, Monash Gender and Family Violence Prevention Centre

• Louise Simms, National Program Director, Safety Measures, Safe+Equal

• Hannah Fahour, Lived Experience Research Officer, Monash Gender and Family Violence Prevention Centre

• Dr Amar Freya, Survivor Advocate

This is a hybrid event. AUSLAN and closed captioning will be provided to those attending virtually, and a Zoom link will be emailed to everyone 24 hours prior. Those attending in-person, please contact hannah.fahour@monash.edu if you require AUSLAN at the live event. The Wheeler Centre has ramp access for those who require it.