How Support Coordinators Can Better Connect Survivors with DV Services

The Gap That Exists in Support Coordination

Support coordinators are on the frontline of victim support. They work with survivors daily, yet many feel inadequately trained to navigate the complex landscape of domestic violence services in Queensland. This gap—between what survivors need and what coordinators feel equipped to provide—leaves many survivors without the advocacy and referral support they deserve.

The challenge isn't a lack of goodwill. It's the complexity of the system itself. Support coordinators juggle competing demands, limited resources, and the emotional toll of working with survivors experiencing trauma. Add to that a fragmented network of DV services, legal systems, housing options, and counselling providers, and the task becomes overwhelming.

This guide is designed to bridge that gap, offering practical strategies for support coordinators to better connect survivors with services and advocate for their needs.

Understanding Trauma-Informed Practice

Before we dive into service connections, it's essential to understand how trauma affects the survivors you support. Trauma-informed practice means recognizing that survivors have experienced profound disruption to their sense of safety and control. A trauma-informed approach is:

• Grounded in safety: Survivors need to feel physically and emotionally safe. Build this through consistency, predictability, and honoring their autonomy in decision-making.
• Respectful of choice: Never make decisions for survivors. Offer options, explain consequences, and support their choice—even if you'd choose differently.
• Culturally responsive: Recognise that survivors from diverse backgrounds, LGBTQ+ survivors, and those with disabilities have unique barriers. Tailor your approach accordingly.
• Aware of triggers: Sudden noises, unexpected changes, or questions about details can re-traumatise survivors. Build rapport before diving into difficult questions.
• Focused on strengths: Survivors have survived significant harm. Recognise their resilience and build on their existing coping strategies rather than imposing yours.

Holding this framework is the foundation for effective coordination. When survivors feel heard and respected, they're more likely to engage with referrals and services.

The Most Common Barriers Survivors Face

Understanding barriers helps you anticipate and address them proactively:

• Lack of knowledge about services: Many survivors don't know what services exist or how to access them. A simple referral list isn't enough—survivors need to understand what each service does, how to contact them, and what to expect.
• Fear and distrust: Survivors may have been let down by services before or fear involvement with authorities (especially if they have immigration concerns or custody worries). Reassurance and normalisation are essential.
• Accessibility barriers: Some services have waitlists, limited hours, or geographic limitations. Childcare costs, transport, and conflicting appointments add complexity. Be prepared to problem-solve these obstacles.
• Financial constraints: Many survivors are on limited incomes. Services that cost money or require travel may be inaccessible. Know which services are free and how to access crisis support.
• Isolation: Abusers often isolate their victims, leaving survivors without the social connections needed to navigate services independently. Your role as a bridge is critical.
• Language barriers: For culturally and linguistically diverse (CALD) survivors, language is a significant obstacle. Know which services provide interpreters and support in community languages.

Building a Referral Network: Key QLD Services to Know

Effective coordination starts with knowing the landscape. Here are key services in Queensland you should be familiar with:

• 1800RESPECT (National): Free, 24/7 confidential counselling and support. Can be a first point of contact for any survivor. Phone: 1800 737 732.
• DV Connect QLD: Statewide information and referral service. Phone: 1800 811 811. Can connect survivors to refuges, counselling, legal services, and crisis support.
• The Purple Arrow: Survivor advocacy and legal support. Bridges gaps between survivors and resources, particularly for legal guidance and complex cases.
• Legal Aid Queensland: Free or low-cost legal representation and advice for protection orders and family law matters.
• Queensland Police DV Response Teams: Can issue Temporary Protection Orders on the spot and coordinate criminal investigations.
• Local refuge and emergency accommodation: Research refuge options in your area. Know their capacity, accessibility, and support offerings.
• Counselling and mental health services: GPs, community health centres, and psychology providers. Many offer trauma counselling and can work with survivors on non-disclosure terms.
• Housing and financial support: Tenancy services, housing assistance, and welfare support. Many survivors face housing insecurity post-separation.
• Cultural-specific services: CALD and First Nations services often have specialised DV programs. Build relationships with these organisations.

Create a resource map specific to your area. Include contact details, hours, eligibility criteria, and any unique features. Update it regularly—services change.

How to Have the Conversation: Language and Approach Tips

The way you initiate a referral matters as much as the referral itself:

• Ask first, don't assume: Instead of "You need to call legal aid," try "I've worked with people in similar situations who found legal advice helpful. Would you be open to exploring that?"
• Explain the 'why': Connect the service to their stated goal. "You mentioned wanting to protect your kids—a protection order might be one option to explore with a lawyer."
• Make it concrete: Provide specific contact information, best times to call, what to expect, and what to prepare. The more concrete, the less daunting it feels.
• Offer warm handover when possible: A phone call or email on their behalf (with permission) can lower the barrier to access. Some survivors benefit from you sitting with them during the initial call.
• Normalise asking for help: Many survivors see asking for help as weakness. Frame it as strength and wisdom. "It takes courage to reach out. I'm glad you're prioritising your safety."
• Respect refusal: If a survivor declines a referral, don't push. Understand their reasoning, and leave the door open. "This isn't right for you now, and that's okay. If things change, we can revisit."

When to Escalate: Recognising Immediate Safety Concerns

Part of your role is identifying when a survivor is at immediate risk and needs emergency support:

• Escalate to emergency services (000) if: The survivor is in immediate physical danger, there are threats of serious harm, or self-harm/suicide is imminent.
• Contact police DV response teams if: There's evidence of ongoing violence, threats are documented, or a Temporary Protection Order is urgently needed.
• Refer to crisis accommodation if: The survivor is unsafe at home, at risk of homelessness, or experiencing crisis-level distress. DV Connect QLD can connect you to emergency refuge options.
• Alert child protection if: There are concerns about child safety (witnessing violence, direct harm, or neglect). This is a mandatory reporting obligation in Queensland for certain professionals—know your responsibilities.

Trust your instinct. If something feels urgent, escalate. It's better to be cautious.

The Role of Advocacy Organisations Like The Purple Arrow

Advocacy organisations exist specifically to bridge gaps and provide specialised support. As a support coordinator, consider The Purple Arrow and similar organisations as resources you can tap into:

• Specialist legal advocacy for complex cases or navigating protection orders
• Support for survivors facing barriers with mainstream services
• Advocacy at court, in crisis situations, or when systemic issues arise
• Coordination between services when survivors slip through cracks
• Training and professional development for support workers

Build a relationship with advocacy organisations in your area. Know how to refer, what to expect, and how they can complement your work.

Self-Care and Vicarious Trauma for Support Workers

This work is emotionally demanding. Hearing stories of violence, witnessing trauma, and facing systemic barriers takes a toll. Burnout and vicarious trauma are real risks for support coordinators. Prioritise your wellbeing:

• Recognise the signs: Emotional exhaustion, cynicism, reduced compassion, difficulty sleeping, or intrusive thoughts about client cases signal burnout or vicarious trauma.
• Set boundaries: You cannot fix everything or be available 24/7. Be clear about your hours and handover processes for emergencies.
• Seek supervision and support: Regular clinical supervision, peer debriefing, or counselling helps process the emotional impact of the work.
• Build a professional community: Connect with other support workers. Shared understanding reduces isolation.
• Engage in self-care: Exercise, time in nature, creative outlets, and time with loved ones aren't luxuries—they're essential to sustainable practice.
• Advocate for adequate resourcing: Burnout often stems from systemic underfunding and high caseloads. Advocate for better working conditions in your organisation.

You can't pour from an empty cup. Taking care of yourself isn't selfish—it's essential to your effectiveness as a support coordinator.