End-to-End Case Management improving outcomes for offenders

Delivering community safety is QCS’ purpose and we work diligently and passionately to ensure that individuals who come in contact with the correctional system are less likely to return to crime. We do this by maximising the chances for offenders to rehabilitate, reintegrate and lead to crime-free lives.

End-to-end case management (E2E) is one way we are working towards improving the management and support for people to achieve behavioural change.

The E2E project was initiated in February 2019 as a means of implementing a new evidence-based case management framework within QCS. The project addresses a number of recommendations outlined in the 2016 Queensland Parole System Review and follows a substantial amount of research work undertaken by the Offender Management Renewal Program (OMR) in 2017 and 2018.

The E2E project aims to transform the way people are managed as they move through our correctional system with continuity of service delivery between custody and community at the centre of planned reforms.

Key deliverables include the:

  • establishment of Case Management Units in each correctional centre
  • development of a revised parole application process
  • implementation of a ‘living’ whole of journey offender planning tool
  • improved processes to transition a person between custody and community.

Case Management Units will facilitate access to programs and services within the structured day, which is vital to improving an individual’s readiness for parole and the safety and security of correctional centres. They will improve information sharing internally within QCS and with Parole Board Queensland. Case Management Units will also provide case co-ordination and a consistent contact point for individuals on their journey to release.

The first Case Management Units in Queensland will be delivered in early 2020. The new suite of assessment and planning tools and a revised report for parole suitability will be deployed at Townsville Correctional Complex with a broader roll-out of Case Management Units and other system changes currently under consideration.

Tygh Field is leading this body of work as Project Director, with Nicole Booth, Deborah Lindner and Stacey Ireland supporting as Project Managers.

Achievements to date

In a short space of time, the team have worked to complete extensive consultation on proposed assessment pathways, parole application process gaps and determining project interdependencies. The team has been involved in a number of jurisdictional engagements and site visits including visits to correctional colleagues in New South Wales and New Zealand.

Mr Field said that while a significant portion of our workforce has already had the opportunity to contribute ideas and feedback, consultation is certainly not over.

“Further working groups, individual and team forums will be used to enable testing of specific concepts and designs going forward. Involvement of front line officers from all areas will be critical as we progress, as it is our officers that are key to enabling end to end case management across the system. I encourage and welcome ideas, input and comments at any time to myself or any of the project team,” Mr Field said.