Windermere supports a consumer focussed service model through innovation and evidence-based outcomes. Work continued this year on our Practitioner Coaching Framework. We were so pleased to launch a pilot and test with our Integrated Family Services team, who throughout the year worked with 1,588 consumers (422 adults and 1,166 children). The pilot program was met with an overwhelming positive response from both staff and consumers. We know building capacity is increasingly becoming the primary intervention method and through the pilot program have noticed an improvement of outcomes already. Since 2016/17 we have been providing Family Violence flexible support packages to assist individuals and children impacted by Family Violence, rebuild their lives. The packages deliver a personalised and holistic response to victim survivors experiencing family violence by assisting them to access support, move out of crisis, stabilise and improve their safety, well-being and independence into recovery. are cornerstones of continuous improvement. As such, our lead practitioner in trauma informed practice commenced regular peer reflections in our Southern region. This built on successful sessions already in place for our Gippsland team. It also provided a mechanism to workshop trauma informed practice as well as share resources and training information. Two years ago we began the Surface Pro rollout to support better mobility for our staff and to improve our capacity when working with consumers to access necessary documents and data in a timely manner.