Showcasing: No Wrong Door Initiative

South Western Sydney

Lead agency
South Western Sydney Primary Health Network

Living Well domain

  • Making it local 
  • Better responses 
S West Syd

Program Overview

The No Wrong Door initiative brings together government, non-government and community managed organisations to reduce barriers and enhance supports for people with lived experience of severe and complex mental health issues, as well as the people who support them in caring roles. 

Participating organisations have collectively committed through a Charter to four key principles:

  • acknowledge that people with mental illness are entitled to human rights that inform all service delivery
  • acknowledge the barriers to social and service inclusion for people with severe and persistent mental illness with complex needs and that they will require extra resources and skills to ensure they do not fall through the gaps
  • use recovery-oriented practices and
  • actively participate in creating an integrated and coordinated service system for people’s mental health and recovery.

The No Wrong Door initiative was initially developed by Partners in Recovery South Western Sydney in collaboration with South Western Sydney Primary Health Network.


In 2013, Pathways in Recovery South Western Sydney undertook comprehensive service mapping and gaps analysis to identify regional priorities, including the need to improve coordination and communication between services. A region wide approach was being advocated for to ensure people did not slip through the gaps in service delivery.

Initiative planners established that a range of services regularly interact with and support people who experience mental health issues. Many organisations did not have a primary mental health focus, training or awareness of how to link people with the right support, indicating a need for further consultation with organisations to establish a regional support network. These organisations were looking for tools to improve recovery-oriented practice and requested tailored education around supporting people in distress.


To meet these challenges, the No Wrong Door initiative established key approaches of common recovery language, common recovery understandings, common recovery procedures and improvement in recovery referral pathways between service providers.

The No Wrong Door Initiative was launched on 20 August 2015 when 21 organisations collectively agreed to two aims in a charter: 

  1. directly improving consumer access to services (Consumer outcome focus)
  2. improving the regional service response to consumers by equipping services with training, consultancy and collegiate support. (Service outcome focus) 

Charter signatory organisations have access to tools and resources to support them in achieving the No Wrong Door Initiative aims. These include:

  • Access to Mental Health First Aid (MHFA) training for all staff
  • Access to Recovery Oriented Practice training and Recovery Oriented Service Self-Assessment Tool (ROSSAT) consultancy
  • Annual sector collaboration forum
  • No Wrong Door Framework and Charter
  • Charter Organisation Service Hub - an online portal to aid communication and collaboration between the No Wrong Door organisations and their staff.


No Wrong Door Initiative achievements include:

  • Recovery Point, a community tool to access information on mental health and a directory of services and programs in South Western Sydney.
  • Over 250 Charter Organisation Service Hub users
  • 50 No Wrong Door Organisation signatories in 2019
  • Over 200 staff trained in MHFA
  • 124 staff trained in Recovery Oriented Practice
  • 15 ROSSAT consultancies completed
  • 100 general practitioners and allied health providers trained in Mental Health Level 2 (focused psychological therapies)
  • 65 people across 36 organisations attended 2017 Sector Collaboration Forum
  • 33 people across 21 organisations attended 2018 Sector Collaboration Forum 
  • 53 people across 24 organisations attended 2019 Sector Collaboration Forum
  • The No Wrong Door Working Group established to progress new projects.

Throughout the initiative, people with lived experience of mental health issues and caring have been consulted. This includes lived experience representation on the current No Wrong Door working group.

Next Steps

The No Wrong Door Working Group is currently developing a No Wrong Door Framework. The Framework will guide organisations in ways to put the four key No Wrong Door principles in practice.

The No Wrong Door Initiative has generated significant interest locally, nationally and internationally. South Western Sydney PHN provides information and guidance on the No Wrong Door Initiative to others.

South Western Sydney PHN, with the No Wrong Door Charter Signatory Organisations, will continue to seek opportunities to strengthen the No Wrong Door initiative.

South West Syd