The Custody Notification Service (CNS) is a telephone-based service that is intended to deliver an independent, culturally appropriate health and wellbeing check, along with basic legal information, to any Aboriginal and/or Torres Strait Islander person entering police custody. 

This mixed-methods, theory-based evaluation of the implementation and delivery of the CNS assessed the extent to which the CNS is:

• appropriately designed to meet client needs
• implemented and delivered effectively
• contributing to outcomes
• efficiently utilising resources
• leading to benefits to the broader community.

Key findings

• The CNS generally provides clients access to support to address their needs but the ability to do so is dependent on the particular circumstances and relationships in place in each situation.
• The CNS is broadly respectful of culture, however there are limitations identified with the delivery of the service.
• There is limited collaboration in the design of the CNS despite engagement with a range of stakeholders.
• The support provided through the CNS also differs depending on age, gender and location of the client. 

Recommendations

1. The role of the CNS coordinator should prioritise relationships with police, social and legal service providers and Indigenous communities.
2. The wellbeing check provided over the phone should be consistent with validated tools and standardised across services.
3. A national digital notification system is required to ensure that notifications to the CNS are made, and that situations of non-compliance are recorded and followed up.
4. Improved data collection and sharing between key stakeholder groups, data linkage across core national longitudinal data sets and the effective use of key performance measures in managing CNS funding agreements are all required to support the measurement and achievement of outcomes for the CNS.
5. A strategic advisory council model should be introduced in each jurisdiction to bring together key stakeholders across the CNS and justice and social services sectors, to share insights, learnings and set the direction for the service.