North Queensland Domestic and Family Violence Networked Hub Model – 24/7 Phoneline Function

Brief

The objective of this procurement activity is to improve safety for victim-survivors experiencing domestic and family violence (DFV) across North Queensland through improved immediate DFV responses delivered by a ‘networked hub’ model. The Suppliers are required to be located in North Queensland as well as have the necessary ICT infrastructure and telephony capabilities to support the delivery of this service effectively. The Department is seeking responses from qualified Suppliers to deliver the 24/7 Phoneline function of the North Queensland networked hub model (networked hub). The networked hub aims to enhance the local DFV immediate responses for victim-survivors and strengthen referral pathways across the Local Governance Areas (LGA) of Townsville City, Burdekin, Hinchinbrook and Palm Island. This initiative is part of the 2024 Queensland Government Election Commitment (GEC) to double the capacity of the 24/7 statewide helpline and to improve the crisis response in North Queensland through a Townsville based Hub. Service delivery period: The Supplier will deliver the key deliverables detailed below for the 24/7 Phoneline function from 1 July 2026 to 30 June 2028 (2 years). Location: The 24/7 Phoneline services must be delivered across the four LGAs of Townsville City, Burdekin, Palm Island and Hinchinbrook. Target cohort: The Supplier will deliver telephone services to victim-survivors of all gender identities, and those who have been misidentified as a PuV. The service must be inclusive, trauma-informed and responsive to the diverse needs of victim-survivors.