This panel will present findings from an industry, research and lived experienced partnership that designed a client feedback framework to promote user-driven family violence service design and delivery. This Victorian study takes a recovery-oriented approach underpinned by the belief that responses to family violence will be most effective and safe if they are informed and developed in partnership with victim-survivors. It positions victim-survivors as expert problem-solvers with lived and living expertise that will strengthen family violence service delivery. Victim-survivors emphasised that confidence in services is imbued when there is transparency and accountability in operations and feedback mechanisms. The first presenter will discuss findings from workshops with victim-survivors about their service engagement experiences and recommendations for how feedback from victim-survivor service users can be used to drive service innovation and build more responsive, intersectional, trauma-informed family violence support. The second speaker will provide an industry perspective including strategies for fostering organisational readiness to introduce feedback mechanisms and the conditions needed to embed feedback processes. The third speaker will talk about the ways in which this project sought to amplify the voices of lived experience not only through engagement with victim-survivors but also by embedding lived experience in the research team and project governance structures. This collaborative partnership sought to provide a capacity building opportunity for victim-survivors by embedding a lived experience research officer within the project team who created project outputs specifically for and with other victim-survivors. In addition, the project governance model embeds lived experience through two designated lived experience positions on the Advisory Group. The methodology, Advisory Group and project team makeup aimed to ensure people with lived experience were centred in the project design from inception to final project findings. We contend that lived experience can and should be harnessed to guide research, operational policies and practice.

This panel will present findings from an industry, research and lived experienced partnership that designed a client feedback framework to promote user-driven family violence service design and delivery. This Victorian study takes a recovery-oriented approach underpinned by the belief that responses to family violence will be most effective and safe if they are informed and developed in partnership with victim-survivors. It positions victim-survivors as expert problem-solvers with lived and living expertise that will strengthen family violence service delivery. Victim-survivors emphasised that confidence in services is imbued when there is transparency and accountability in operations and feedback mechanisms. The first presenter will discuss findings from workshops with victim-survivors about their service engagement experiences and recommendations for how feedback from victim-survivor service users can be used to drive service innovation and build more responsive, intersectional, trauma-informed family violence support. The second speaker will provide an industry perspective including strategies for fostering organisational readiness to introduce feedback mechanisms and the conditions needed to embed feedback processes. The third speaker will talk about the ways in which this project sought to amplify the voices of lived experience not only through engagement with victim-survivors but also by embedding lived experience in the research team and project governance structures. This collaborative partnership sought to provide a capacity building opportunity for victim-survivors by embedding a lived experience research officer within the project team who created project outputs specifically for and with other victim-survivors. In addition, the project governance model embeds lived experience through two designated lived experience positions on the Advisory Group. The methodology, Advisory Group and project team makeup aimed to ensure people with lived experience were centred in the project design from inception to final project findings. We contend that lived experience can and should be harnessed to guide research, operational policies and practice.