P5 | Oral | A CENTRALISED MODEL: The National After- Hours Service, Life Without Barriers
Tracks
| Wednesday, June 11, 2025 |
| 1:30 PM - 2:00 PM |
| P5 |
Synopsis
This presentation will explore Life Without Barriers’ After-Hours Service (AHS)—a centralised model designed to deliver urgent, trauma-informed support outside standard business hours. As the first point of contact for time-sensitive concerns, AHS supports children, young people, carers, staff, and partner agencies during critical moments.
AHS also manages rostering as a core business function, ensuring appropriate coverage and responsiveness across services at all times. Grounded in the CARE (Children And Residential Experiences) and TCI (Therapeutic Crisis Intervention) frameworks, the AHS prioritises safety, risk mitigation, fatigue management and culturally respectful responses.
This presentation will demonstrate how the AHS model strengthens continuity of care, enhances crisis management, streamlines rostering operations, and fosters improved communication across operational teams.
Speaker
Zoe Gilrain
National Manager - AHS
Life Without Barriers
A CENTRALISED MODEL; The National After-Hours Service, Life Without Barriers
Biography
Leading the After-Hours Service for Child Youth & Family, Zoe oversees service delivery, team development, and stakeholder management. Zoe career spans leadership roles in homelessness and customer service management with several Federal Government departments. Zoe specialises in crisis response, service quality, risk management, and continuous improvement. With Post Graduate Certificates in Human Services and qualifications in trauma-informed practice and crisis intervention, Zoe has strong commitments to enhancing client outcomes and team performance across diverse sectors.
Lesley Cocks
National Manager - AHS
Life Without Barriers
A CENTRALISED MODEL; The National After-Hours Service, Life Without Barriers
Biography
Originally commencing her career in Law and then moving into the justice system, Lesley Cocks has developed a great love for the intersectionality of human services and how our system amplify outcomes or diminish them.
