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A central role for staff at the periphery Elizabeth Reimer School of arts and social sciences

Supporting children’s rights through the service environment:. A central role for staff at the periphery Elizabeth Reimer School of arts and social sciences. Methodology. 4 regional NSW Family services. 1 relationship story. Supervisor. Worker + 2 parents. 8 Cases =

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A central role for staff at the periphery Elizabeth Reimer School of arts and social sciences

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  1. Supporting children’s rights through the service environment: A central role for staff at the peripheryElizabeth ReimerSchool of arts and social sciences

  2. Methodology 4 regional NSW Family services 1 relationship story Supervisor Worker + 2 parents 8 Cases = 8 relationship stories (each from at least 3 perspectives) Worker + 1 parent Supervisor 2 relationship stories Worker + 1 parent Worker + 1 parent Supervisor 2 relationship stories Worker + 1 parent Worker + 1 parent 21 Research participants Supervisor 3 relationship stories Worker + 1 parent Worker + 1 parent

  3. Parent & family worker relationship Overview States Parties shall ensure… institutions, services and facilities responsible for the care or protection of children shall conform with the standards established by competent authorities, particularly in the areas of safety, health, in the number and suitability of their staff, as well as competent supervision. (Article 3, UNCROC) Service culture / ethos

  4. Service culture / ethos • General “vibe” • First impressions are very important “I was pretty nervous… when I first walked in… It’s just the way they greeted you when you walked through the door… big smiles they’ve got on their faces all the time.” Parent

  5. Service culture / ethos • Flexible • Relaxed • Safe • Respectful • Fun • Inclusive • Friendly • Hopeful “…They can make a cup of coffee. They can sit out there… No one is going to rouse on them…This is almost like their stomping ground as much as it is ours.” Supervisor Kitchenette & library where parents can “drop in” & “hang out”

  6. Supervisory staff Administration staff Parent & family worker relationship What sustained this culture? Other program delivery staff People in management People in management Service culture / ethos

  7. Bringing administrative staff to the centre • Welcoming attitude and behaviour • Present / Available • Fun • Respectful “This is a nice environment…Even so far as the receptionist. And the friendliness. There’s no attitude… It’s like a community…” Parent

  8. Bringing other program delivery staff to the centre “The service’s clients” Parent: They really care about their clients… the acceptance from everyone is amazing. They all know what's going on. • Worker: Francis was encouraging her as well... saying some of the same sort of stuff …it…lightened the load.

  9. Bringing supervisors & managers to the centre “My priority is around making this a user-friendly family-friendly place.” • Influencing organisational culture • Supporting workers • Connections with parents ”I pretty much know all of the families…I know who they are. I know their names.”

  10. What this might mean in the current service environment • Factors in parent engagement are not always so obvious • We need to: • Allow all staff to build the kind of culture that supports effective working relationships • (ie limit the use of barriers) • Learn more about this • Find ways to capture this evidence

  11. Thank you • Acknowledgement • Those shared their working relationship stories • Photos - Ballina-Byron Family Centre, Casino Family Support Service & The Family Centre (Tweed Heads) • Liz Reimer (07 5506 9369) • liz.reimer@scu.edu.au

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