Operations Manual
Version 2 - L17 Family Violence Portal- Operations Manual – June 2017 25
L17 Family Violence PortalOperations Manual
June 2017
Foreword
This manual has been developed to assist Family Violence Portal users in receiving and managing L17 referrals and reports from Victoria Police
Authorised and published by the Victorian Government, 50 Lonsdale Street, Melbourne.
© Copyright State of Victoria, Department of Health and Human Services June 2017.
This publication is copyright, no part may be reproduced by any process except in accordance with the provisions of the Copyright Act 1968.
This document may also be downloaded from the Department of Health and Human Services website at www.dhhs.vic.gov.au/funded-agency-channel/about-service-agreements/program-requirements,-guildines-and-policies2/L17 Portal/
Contents
1. About this manual 5
2. About the L17 Family Violence Portal 5
2.1. What services will get from the Portal 5
2.2. Governance 6
3. Other important documents and publications 7
4. Purpose and accountabilities 7
5. Obligations 8
5.1. DHHS’s obligations as the L17 Portal host 8
5.2. Services’ obligations 8
5.3. Victoria Police obligations 9
6. Connecting to the Portal 9
6.1. Connection criteria 9
6.2. IT requirements 9
7. Security 11
8. Logging in to the Portal 11
8.1. Service registration 11
8.2. User registration process 13
9. Training 14
10. Privacy 14
10.1. Portal user terms and conditions 15
10.2. Implications of privacy 15
11. Data 15
12. Maintaining and supporting the Portal 15
12.1. Systems administration 15
12.2. Operational Support 15
12.3. IT Help Desk 15
12.4. Information management and technology 16
12.5. Governance for commissioning changes 17
12.6. Planned and unplanned outages 17
13. Reports 17
14. Monitoring 17
15. Business continuity, interruptions and disaster recovery 18
15.1. Responsibilities 18
15.2. High availability 18
15.3. Disaster recovery 18
15.4. Business continuity plan 19
16. Terminating use of the Portal 19
16.1. Definition of termination 19
16.2. Conditions for termination of the Portal 19
16.3. How termination is implemented 20
16.4. Communicating termination 20
16.5. Enacting termination 20
16.6. What happens to the relevant L17 data? 20
16.7. Summary of process and actions for terminating use of the Portal 20
17. Roles and Responsibilities 21
17.1. L17 roles and access rights 22
17.2 Data available to Victoria Police in List view 23
18. Portal functionality 24
Glossary 25
Appendix 1: Business Continuity Plan Framework 26
Appendix 2: Terms and Conditions for the use of L17 Family Violence Portal 29
General 29
Monitoring and Auditing 29
1. About this manual
This Manual (the manual) contains guidelines and procedures to support the effective operation of the L17 Family Violence Portal (the Portal).
It is not intended to be a user guide. The L17 Family Violence Portal User Guide is available at: www.dhhs.vic.gov.au/funded-agency-channel/about-service-agreements/program-requirements,-guildines-and-polcies2/L17 Portal/and also on the Portal homepage.
This manual has been developed specifically for service and Victoria Police users of the Portal. The Department of Health and Human Services (DHHS) will update the manual, to reflect any changes to the operation of the Portal.
For the purpose of this manual, references to ‘Service/s’ incorporates DHHS, Department of Justice and Regulation (DOJR) and community service providers, unless specifically referenced.
2. About the L17 Family Violence Portal
Victoria Police members who attend family violence incidents can make referrals to community agencies and/or reports to Child Protection through the Victorian Police Risk Assessment and Risk Management Report ‘L17’ (L17 referral) mechanism.
The Portal provides an electronic means for Victoria Police to make referrals and reports, ending the practice of sending and receiving faxes. It is a web-based Siebel application that will be used by DHHS Child Protection, DOJR and services funded by the department to deliver family violence support.
The Portal will receive a L17 incident from police, identify which service/s should receive the L17 and send the referral/report to the service.
The use of the Portal may involve changes in practice within the service. Internal protocols and procedures may need to be reviewed in order to accommodate and maximize use of the new Portal.
Access to the Portal will be through the internet and DHHS will host and support the Portal.
It is important to note that the current portal design is based on privacy and information sharing arrangements in place as at December 2016. As information sharing arrangements evolve in response to the Family Violence Royal Commission, the portal will be adapted to align with any new information sharing arrangements.
2.1. What services will get from the Portal
The Portal will provide a range of benefits.
Benefits provided in the first phase of development include:
• All L17’s referred to a service are displayed in one list
• Provide greater visibility: identify which other services have the same L17
• A consistent monitoring/management tool:
• assign L17s to individuals workers
• triage L17s
• keep track of actions
• Ability to edit client contact information and share information with other services for client safety
• Ability for services to copy information into their existing case management systems.
• Generate PDF
• Refer L17 on to another service of the same type
• Capture outcomes to improve planning and responses to family violence incidents.
Future benefits provided in the second phase of development include:
• Integration with existing case management systems
• Identify when a client is repeatedly reported
• Link L17s to identify patterns and inform risk assessment
• Reporting functionality
• Flag L17 referrals that have not been actioned
• Alerts to notify of new or changed data within the Portal
2.2. Governance
The development and operation of the L17 Family Violence Portal is under the oversight of a project control group comprising:
• Victoria Police
• Department of Health and Human Services (DHHS)
• Department of Justice and Regulation
The business owner is the Assistant Director, Implementation Support, Operations Division,
DHHS.
A working group, comprising department and community sector staff supports the
development and implementation of the L17 portal. Members comprise:
• Men’s referral service
• Djerriwarrh Health Services
• Women’s Health West
• Kildonan
• Eastern Domestic Violence Service
• SafeSteps
• Children’s Protection Society
• Kildonan
• Bethany Community Support
• Child Protection
A reference group, comprising department and community sector staff, provide ongoing feedback and guidance on usability and future enhancements. Members comprise:
• Centre Against Violence
• Minerva
• Salvation Army
• Centre for Non-Violence
• Gippsland Lakes Community Health
• EDVOS
• Berry Street
• Peninsula Health Community Health
• Berry Street
• Connections
• Anglicare
• Child Protection
3. Other important documents and publications
This manual should be read in conjunction with:
• Family violence referral protocol between the Department of Health & Human Services, Department of Justice & Regulation and Victoria Police 2016
• Your service’s current Service Agreement with the Department of Health & Human Services
• Procedural Guidelines for Referral and Consultation (Child Protection and Child FIRST) Version 1
• Overarching Relationship Principles Memorandum of Understanding between Victoria Police and Department of Health & Human Services
• The Victoria Police Code of Practice for the Investigation of Family Violence
• Standards for Law Enforcement Data Security
• L17 Family Violence Portal User Guide November 2016
• Privacy Impact Assessment on the L17 Family Violence Information Portal – Phase 1
• Family Violence Risk Assessment and Risk Management Framework and Practice Guides 1-3 Edition 2
• Family Violence Protection Act 2008 (Vic)
• Children, Youth and Families Act 2005
• Child Wellbeing and Safety Act 2005
• Privacy and Data Protection Act 2014 which incorporates the Information Privacy Principles (IPPs)
• Health Records Act 2001, which incorporates the Health Privacy Principles (HPPs)
• eBusiness Access Agreement
• Any regional-specific protocols and agreements
4. Purpose and accountabilities
The Portal is designed to receive L17 referrals from Victoria Police and electronically distribute them to services.
The end to end process of the Portal commences after Victoria Police have attended a family violence incident and enter details in their system. The Police system sends L17 referral details to the Portal via their electronic system, LEDR-Mk2. The Portal determines which services will receive the referral/report depending on specific routing rules. Services will retrieve the details of the L17 referral from the Portal, and at the end of the intake process record the outcome of the referral, which includes, but is not limited to:
• Client engaged with service
• Client declined to engage with service
• Existing case open
• Unable to contact
• Referral incomplete/missing information
• Not eligible for service
• Repeat referral
• Referred to other service
It is not expected that services record particulars of support provided beyond the initial L17 intake, triage and referral process.
Victoria Police Family Violence Advisors and Family Violence Team Supervisors/Sergeants are able to log in to the Portal and view all referrals/reports in the portal, including which service/s received a referral and the outcome of the referral to assist them in their decision making should they need to attend another family violence incident in the future.
5. Obligations
5.1. DHHS’s obligations as the L17 Portal host
DHHS will:
• Maintain, manage and host the Portal
• Maintain the login authentication system
• Organise an appropriate level of help desk and user support for both technical and business purposes
• Provide security for data in the Portal
• Provide pre implementation training for the use of the Portal
• Provide access to users via the login authentication process
• Provide an online training tool for new users on how to use the portal
5.2. Services’ obligations
Services should:
• Maintain its data to the standard set out in above mentioned publications
• Maintain effective connectivity to the Portal via the internet and ensure its computers can connect to the internet
• Ensure that users comply with requirements in relation to privacy, data protection, security and access to the Portal
• Supervise and manage users in correct use of the Portal
• Establish/maintain an Organisation Authority for the purpose of onboarding users
• Provide requests for new users to access the Portal via the Organisation Authority to the Department
• Advise when users need to have their access removed from the Portal.
• Use the Portal in a responsible and considerate manner
• Comply with, and ensure employees comply with the eBusiness Access Agreement.
• Ensure new users are appropriately trained to use the portal
5.3. Victoria Police obligations
As outlined in existing agreements and memorandums of understanding as noted in Section 3 of this document
6. Connecting to the Portal
An internet connection must be maintained to use the Portal. The Portal is hosted securely with Azure. Access to the Portal requires a user to register through E-business (see section 8- Logging in to the Portal).
There are minimum computer and connection standards. The following component of the manual deals with the technical needs of connecting to the Portal and the requirements users need to adhere to.
6.1. Connection criteria
For an organisation to operate and gain access to the Portal the following criteria must be met:
• a current Service Agreement with DHHS exists
• at least one employee has been identified to administrate Portal matters
• all service users are registered with eBusiness and authorised to access the Portal
• IT requirements as defined in section 6.2
Victoria Police operate in the portal under existing agreements and memorandums of understanding as noted in Section 3 of this document.
6.2. IT requirements
Below outlines the technical requirements for accessing the Portal.
6.2.1. Hardware
There are no specific hardware processing, or memory requirements, for the Portal given it is a web-based application. The hardware requirements would typically be guided by the operating system platform that the computer is using and other applications that the computer may run.
Recommended resolution for display is 1400 (wide) and 768 (long). The application may still be usable on other resolutions, however this is not optimal for extended periods and may require scrolling of the screen.
The application has not been optimised for touch screens on smartphones or tablets, although it is still usable.
6.2.2. Software
Operating system
There is no restriction on the kind of operating system used. The application will work as long as a correct web browser is used.
Web browser
The platform is compatible with most mainstream web browsers. Recommended browsers are listed below.
• Internet Explorer - above version IE10
• Chrome
• Firefox
• Safari
The application works the best on Chrome and Firefox.
PDF reader
The Portal requires PDF reader software. For best results the latest version of Adobe Acrobat Reader should be used. Adobe Acrobat Reader is available for free.
Firewalls
Services must use a full and current version of a commercially-available firewall software. It is essential that the firewall is correctly configured.
Antivirus software
Services must use a full and current version of a commercially-available antivirus software. It is essential that the antivirus software is correctly configured.
6.2.3. Connectivity
Internet service providers
The Portal is a web-based system that can only be accessed via a live connection to the internet. Other systems are likely to use similar contemporary technology.
Higher-capacity internet connections will allow more workers to use the Portal at the same time. The Portal is a non-intensive application that has minimal usage of images, videos, large files. It requires the use of a 56kbps modem internet connection or better. A typical broadband connection (ADSL 1 or above) should be more than adequate. If lower bandwidth connections are used (for example, the connection is shared by many users) the application will be functional, but performance degradation may occur. This will be the case with any website users access.
Services need to ensure that there is sufficient memory to run other applications at the same time (for example, many users may have email open at the same time as the Portal).