Dispute Settlement Centre of Victoria

How three Fellows worked to help people understand their rights, find support and solve disputes themselves

The Challenge

The Dispute Settlement Centre of Victoria (DSCV) provides free dispute resolution services across Victoria, taking over 20,000 calls a year from people in need of assistance.

While the centre is renowned for offering incredible service to each of its clients, a growing number of calls meant that scaling this service was likely to be unfeasible in years to come.

In 2017, Fellows, Kerrie Batrouney, Louise Krstic and Samantha Wijesinha worked alongside the DSCV team to help clients understand their rights, match their disputes to appropriate support and solve disputes themselves.

Fellows

Months

Sprint Cycles

Tools

The Impact

U

Working in the Open

The Fellows worked in the open, bringing in new work practices such as blogging and showcases

Inclusive Conversations

The Fellows worked to actively engage and empower staff by making sure all voices were heard

Uncovering User Needs

Extensive interviews were done with both clients and staff to produce an internal and external service map

Find Out How

Get the full story of what our Fellowship team discovered and created, as they worked  to help people understand their rights, find support and solve disputes themselves.

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