Research exploring consumer experiences of family services has uncovered how families navigate parenting and family violence supports, with findings highlighting both key differences in their respective journeys, and the practices that help them thrive.
In the lead-up to the Victorian Government reforms under the Strong Families, Safe Children agenda, we undertook research to:
- Better understand consumers’ experience throughout their engagement with Uniting Family Services
- Provide insights to guide preparation for upcoming enhancements to the family services platform.
Key findings
Interviews with 8 recent Uniting Family Services consumers in Victoria told us that:
- Consumers experiencing family violence generally require longer, more intensive engagement, and experience greater difficulty accessing external supports
- Consumers seeking parenting support typically find the period of support sufficient
- Staff with high-quality communication, and a non-judgemental approach, help consumers feel understood, supported, and engaged.
The report identifies opportunities for improving services such as:
- Implement a flexible service model to enable intensity and duration of support to adapt as needs change
- Explore and advocate for service gaps for children impacted by family violence
- Continue to prioritise excellent practitioner communication skills to build trust and engagement.
Read more about the Victorian Government reforms under the Strong Families, Safe Children agenda.
