Vulnerable Families’ Use of Services: Getting What They Need

Abstract

There is growing recognition in Australia and in other countries that some people face complex challenges and multiple disadvantages in their everyday lives, and that their needs for safety, health, clothing, food, shelter, and emotional wellbeing form interacting webs of need. However, it is often this very group who may be excluded from services and other opportunities. A qualitative study was carried out with 80 families living on income support in two regions in Australia. The study explored how parents defined their families’ needs, their current levels of formal support, and their experiences of navigating multiple service systems and networks. Parents identified a range of issues that they viewed as adversely impacting on their health and wellbeing. They also described barriers to accessing services and the features of helpful service experiences. Families provided important information as to how those with the greatest need can be effectively assisted to access needed resources and services. Program design and individual service provision need to be based on principles of responsive, respectful service, and collaboration. Locating skilled workers in nonstigmatising settings such as schools has great potential for making services accessible and linking people with what they need.

Keywords:

• Social Services
• Family Needs
• Disadvantaged Families

Acknowledgements

This project was funded by the Department of Families, Housing, and Community Services. We are very grateful to the parents who made time to talk with us about their lives. We would also like to acknowledge Centrelink's assistance in making contact with parents. Thanks also to Renee Crowe, Megan Layton, Vicky Saunders, Wendy Rollins, and Stella Conroy who assisted with the interviews.

Notes

¹Family Relationship Services Program, Strengthening Family Program (under National Illicit Drug Strategy), Communities for Children, Invest to Grow, Child Care links, Indigenous Children Program, Indigenous parenting support services, Playgroup program and Responding Early Assisting Children Program.

²Centrelink social workers also used this outreach call to parents as an opportunity to ask “how are you going” and whether they could be assisted in any way.