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Youthline Models of Service Delivery

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Youthline Auckland Organisational Overview

 Find out more about Youthline's service delivery models: the Youthline Integration Model,  Manukau Youth Development Model and the Youthline House Model


There are several different models that help to describe how Youthline's services are delivered:


 *Youthline Integration Model

Youthline’s Youth Pathway – An integrated Response

This document illustrates how our cross-governmental relationships integrates silos and allows us to offer a person-centred, wrap around approach, which gives young people a complete pathway from initial engagement, through a needs assessment process, to the development of a customised plan to support them through transition.   At the core is always a meaningful relationship with the young person and our follow up service ensures that the young people who come through more intensive support have ongoing contact and support in linking with any further services they need.

Our integrated approach crosses sectors, professions and departmental silos in order to best support young people as a whole, within their context and not as a single issue, problem or isolated part, as the wider system tends to divide our young people into.  This has taken years of relationship building, dialogue, combating patch protection and working in a collaborative way with government (local and central), community and business.  

Our success to date has come from a constantly evolving business model that incorporates community enterprise, diversified funding streams, a commitment to wider sector development through research and workforce development, and being continually responsive to the needs of young people.

*The Manukau Youth Development Model (click here to go to the model)

*Youthline House Model:

Youthline provide a wide range of services to young people and their families.  
Youthline clinical services take a youth development approach helping young people and their families develop resilience and equipping them with the tools to reach their potential.



The Youthline House Model - Key Philosophies of a Flexible Integrated Model

  • Youthline offers a range of services and while each is specialized they are all linked by common underlying principles.
  • Youthline services are delivered by a team of specialists in their field who are externally qualified and supervised and backed up by best practice.
  • Youthline services develop resilience. Exposure to risk factors is a key element of a young person’s life regardless of whether they would be considered “at risk”. In this sense all young people need to develop resilience to deal with the normal challenges of life.
  • Choice and flexibility – young people and families can connect in when they choose and come in and out of services as their need and life stage dictate.  
  • There is an overarching development approach, where although entry may be guided by a ‘problem’ the service grows with the young person and can take them through the spectrum from crisis intervention to leadership. Young people can get support but also give back and can move in either direction along the continuum of development and support at any stage.

The Youthline House Model (YHM) is a flexible integrated model which means that packages of service are tailored to each individual, and the client can choose to engage with all or part of the package.  This flexibility allows young people to feel empowered and take bite size pieces of service that suit their needs and life stage.

Within the YHM, Youthline House is one of a number of houses in a village community.  The house does not stand alone and relies on both internal and external services to best meet the needs of young people and families.  As part of a village we are focused on supporting not just those within our walls but the whole community.

The walls of the house reflect the whare tapa wha model, covering whanau (family), tinana (physical), wairua (spiritual) and hinengaro (mental) wellbeing.  The walls are insulated by research and best practice, specialist workers, a youth development approach and a flexible culturally relevant ethos.

The house is stable and constant despite outside change and is a solid structure for young people to anchor to. In this way, young people develop a relationship to the building and the organization as well as the people within it.  This adds a further level of stability and support for young people and their families.  The house becomes something that people come back to throughout their lives and a place they can contribute to and gain a sense of being a valued part of a community.

Within the house, the idea of the ‘lounge’ means that young people and their families can be involved in the service and simply ‘hang out’. They don’t need to be ‘in treatment’ to be at Youthline.  This also means that when they do choose to engage in services it is a smooth transition and overcomes the barriers of fear of engaging with something unknown.

The lounge area is where assessment takes place by our qualified assessment team. There are a range of entry points for young people and their families and they can choose which services they access when. Assessment can occur through clinical services intake, youth work services intake, triage or the helpline. Assessment is not about diagnosis but gathers information about needs and strengths and makes a recommendation for a service package. This is an offering and not a prescription.  Young people and families can choose to pick up all or part of their tailored package at any time.

The lounge is a real space and a virtual space. As a real space, as well as offering assessment the lounge can be a space to chill out, socialize or receive informal mentoring from each other and Youthline workers.  As a virtual space young people can hang out in the lounge via text, web or online communities.  

Because of the key element of choice and flexibility in Youthline’s service delivery model, services are both modular and integrated.  This means that in practice the ‘walls’ between each service are permeable where people may flow from one service to another as their needs and development dictate.  The walls to other parts of the village are also permeable. Youthline workers will always encourage and suggest wider involvement in the house and the wider village but the final choice sits with the young person and their family.  Key to this is strong communication between service areas and information about services readily available to both staff and young people.

Depending on a young person’s involvement in a service they may have one or several key contact people at Youthline who will assist them to negotiate services within and outside of Youthline.  Their relationship with the house and the organization will buffer the risk if that key contact leaves.  Further, by taking a resilience approach young people are encouraged to become contributing members of the community rather than developing identities as ‘service users’.

Flexibility  allows services to be adaptable to different communities and cultures. Culturally appropriate service provision draws on the diverse knowledge of the Youthline team and the wider community.  Young people are encouraged to grow their individual identities while drawing on their whakapapa, ancestry and spirituality.

We recognize that the world of help can be complex and difficult for young people and families to negotiate. 




Youthline aims to reduce barriers by:

  • Offering a range of services
    • Community based meaning services
    • Culturally relevant and appropriate services
    • Linking to other external services and providing a bridge to these for our clients
    • Follow up to see how people are doing
    • Engaging young people in advisory and evaluation processes
    • Tracking the development of a young person’s resilience throughout their involvement
  • Being flexible so services meet people rather than people having to meet service criteria
  • Koha based