About this document

These service specifications outline the requirements that the service providers must conform to in delivering the initial statewide service model for The Orange Door

The specifications make clear the expectations of providers with respect to the service model and include the operating context, key objectives and deliverables, minimum expectations, quality requirements and critical data collection and performance frameworks to which service providers must comply.

The first version of the service specifications related to the establishment phase of The Orange Door in the first five areas. This second version reflects changes to the branding of the Hubs that are now known as The Orange Door, implementation of the Family Violence Multi-Agency Risk Assessment and Management (MARAM) Framework and changes to legislation and information sharing schemes.


The service specifications underpin the service agreements that form the legally binding document that holds service providers accountable. The service agreement and related schedules provide the legal and mandatory compliance requirements for departmental funding. The service agreement, minimum service delivery targets and related schedules remain binding.

The service agreements outline the respective contribution of agencies to achieving service targets outlined in the State Budget. This includes targets across three key areas:

  • Support and Safety Hubs - Service delivery (activity number 38010)
  • Support and Safety Hubs - Integrated practice support (activity number 38011)
  • Support and Safety Hubs - Flexible funding and brokerage (activity number 38012)

These service specifications include guidance on monitoring expectations intended to complement reporting requirements detailed within the service agreements. These expectations focus on evidence that provide early insight into the performance of The Orange Door, and its’ interactions with the broader service system as described in the service model.

Tools and processes will be developed including a performance framework, an approach to outcomes measurement and monitoring within The Orange Door, and a methodology for capturing client experiences. Development of these tools and processes is ongoing and described in more detail in Appendix 1.

These service specifications are supported by The Orange Door service model, partnership agreements, an interim integrated practice framework and operational guidelines, described below and other key documents.

Service model

The Orange Door service model sets out the foundational model rolled out from day one at The Orange Door in the first five areas – Barwon, Mallee, North East Melbourne, Bayside Peninsula and Inner Gippsland and incorporates the evolution and changes to the service model over the first year. Given the phased approach to implementing The Orange Door and the evolving nature of the design process, certain elements of this service model will continue to change over time. The role and operation of The Orange Door is not static or fixed at one point in time. Future developments in the service model will continue to be set at the statewide level, informed by local practice and experience.

The Orange Door service model describes the processes and functions of The Orange Door in stages – from access and assessment, to response and review. However, it is recognised that because experiences of family violence or child and family vulnerability are not linear, and risk is dynamic, delivery of The Orange Door functions is not linear, and people accessing The Orange Door experience the service in different ways that may not represent a step-by-step process. The Orange Door functions are part of an ongoing and dynamic process of engagement, assessment, planning, response and review. People connect with or leave The Orange Door at different points.

Partnership agreement

A partnership agreement within The Orange Door in each area, involving government and The Orange Door organisations, lays the foundation for collective leadership of The Orange Door. This creates a legal mechanism across the organisations and key government agencies within The Orange Door to embed collective leadership, set down a shared vision, goals and actions, support integration of services, formalise governance mechanisms and create a process for dispute resolution.

Interim integrated practice framework

The interim integrated practice framework focuses on the coordinated delivery of The Orange Door functions and aims to establish consistent, strong, integrated and collaborative practice across The Orange Door in each area. It provides the foundation to create a common language, shared understanding and consistent approach to practice within The Orange Door. It ensures that The Orange Door practitioners work well together, know what they are required to do and understand the intended outcome of their practice.

Interim operational procedural guidelines

The interim operational procedural guidelines describe the operating procedures, processes and protocols that safeguard, support and govern the operations of The Orange Door. They provide the foundation to support the safe and secure operations of The Orange Door by ensuring the workforce is equipped in their efforts to avoid, minimise and mitigate any activities that may result in adverse impacts to people, the environment and The Orange Door infrastructure.

Performance monitoring framework

The performance monitoring framework will set out the performance management approach for The Orange Door. It will outline the approach to meeting accountability and reporting requirements and embed the practice of continuous improvement and evidence-based service delivery. The focus of the performance monitoring framework will be on promoting efficiency, effectiveness, safety and quality in delivering the integrated service model of The Orange Door.