Understanding Complex Support Needs Project

The ‘Understanding Complex Support Needs project’ aimed to learn about the experiences of clients in the Eastern Metropolitan Region seeking support across a range of sectors.

Through interviews and workshops with service providers and people with experience of using services, the project mapped the service journey of three personas: Joe, Maddison and Neveah. The report presents visual journey maps for each persona representing how project participants thought their journey would unfold. Differences in service provider and lived experience perspectives are explored, along with themes identified and opportunities for service system improvement.

The Eastern Regional Coordinators have identified that there are people with complex support needs engaged with a wide range of service sectors. To initiate a useful conversation regarding this client group, it was decided that the development of a suite of Persona’s would be a valuable tool. This would ensure confidentiality whilst enabling a better understanding of how to improve coordination and collaboration. Personas provide an important story telling tool, from the perspective of the client.

Building on the work of the ‘Outer East PCP Mental Health Access and Pathways Project’, this new Persona work and journey mapping aims to articulate the complex support needs of shared clients in our region. This project was enabled by funding from the Outer East Primary Care Partnership.

Project factsheet

Explore the fact sheet below to learn about the Understanding Complex Support Needs Project.

This factsheet is designed to assist you to effectively utilise the resources and tools that have been developed from the project.

How to use the persona suite

This group of personas have a variety of applications including:

• Other creative applications
• Staff capacity building
• System change work
• Strategic organisational planning
• Cross-sector safe and quality care discussions

Persona suite documents