From the introduction:

In 2010-2011 Gay and Lesbian Health Victoria (GLHV) ran a program aimed at assisting health and human services organisations develop practices and protocols that are inclusive of gay, lesbian, bisexual, transgender and intersex (GLBTI) clients. This report documents the achievements of the program and the wonderful work done by some of the program participants in effecting change within their respective organisations.

The report begins by describing the context that led to the development of the program. It outlines the program’s key components and the barriers and enablers to the development of GLBTI-inclusive practice. Then the report presents seven case studies, stories written by program participants themselves that describe the process and outcomes of organisational change. The final section reflects on the participants and facilitators experiences and ‘what it takes’ to achieve GLBTI-inclusive practice by outlining a program logic model.