Better insights, better care

Clients with lived experience are experts in how we can deliver services to best meet their needs.

In 2019, AV began a journey that would amplify the ability for clients with lived experience to help shape the care we deliver. A more systematic and holistic approach to hearing the voices of our clients and feeding their experience into practice change, service development, advocacy, and the ways we do things at AV.  

The creation of a role dedicated to client voice was a significant step for AV, as it demonstrated a stronger commitment to embedding client voice and client participation in the organisation. This role allowed stronger focus, consultation, and leadership in how our frontline and program staff can continuously integrate real experiences for the improvement of our care. Through a number of key initiatives, the strategic priority placed on client voice is supporting AV teams to provide better care.  

Melissah Charlton is AV’s first Manager of Client Engagement. Her unique lived experience of Out-of-Home Care, child protection and the social welfare system, coupled with her qualification and experience in the sector was a perfect fit.