When people are experiencing vulnerability or hardship, they often reach out to their essential service providers for assistance, and when they need support from one provider, they usually need support from many. Having to repeat their story over and over to these organisations through multiple, complex channels can cause shame, stress and retraumatisation. 

The One Stop One Story (OSOS) Hub is a digital service that enables frontline workers in corporate, government and community organisations to connect and refer their clients to a range of supports through a single access point.

This process aims to make it simpler for people in need to access support, reducing the burden and complexity involved in contacting each individual support program. 

2000+ referrals were created through the OSOS Hub between October 2021 - June 2023. The Pilot began by providing holistic assistance and support to people impacted by Family and Domestic Violence (FDV), and has since expanded to support anyone experiencing vulnerability, including financial hardship.

The purpose of the report is to provide a record of the learnings and impact of the OSOS Hub Pilot phase to:

• Support continuous improvements and program iterations, based around what works for humans. 
• Develop the program offering and portal functionality to support scaling of the program beyond the Pilot Phase (October 2021 - June 2023). 
• Demonstrate a proof of concept to support future engagement and resourcing of the program.

The evaluation used a mixed methods approach to explore the progress of the five priority outcomes.