Frequently asked questions

If Safer Family Services contacts your family, this means some people are worried about the wellbeing and/or safety of your children and believe your family needs additional support to keep your children safe.

Referrals to our services can only be made by an approved referrer. This includes the Department for Child Protection, the Department for Education and SA Health Birthing Hospitals.

We can let you know where your referral came from.

We understand your family may feel concerned when we first contact you. It is important to know when we are working together, your family can and will:

• have your questions answered about why your family has been referred to the program (or any other questions you may have)
• be listened to and heard about what your family want
• have your family’s information kept private and secure so that your family’s information remains confidential
• be treated with respect by our team
• tell us if things are not working for your family
• have a trusted support person of your choosing present during visits
• have your family’s cultural values and beliefs respected and these beliefs and values will be part of the decisions we make together.

When working with us, we ask that you:

• work with us to create goals and plans which support to increase your child’s safety and wellbeing
• share your thoughts and feelings with us – we believe in making decisions together
• let us know if you need to change our appointments
• tell us when your family’s circumstances have changed, for example; if you move house, change your mobile phone number, someone moves in or out of the family home
• treat our staff and others with respect. We are here to work with you and support your family. Aggression and violence will only get in the way and will not be tolerated.

During our first visits to your family, your Safer Family Services’ worker will:

• meet with your family
• let your family know why we are there
• openly share with you the worries and the reasons for why we are involved with your family
• talk to your children and hear what they have to say
• listen to your family about your family’s situation
• create a plan with your family that outlines what steps your family decide to make so your children are safe at home.

We believe what your children have to say is important. Your children’s voices will be part of the goals and decisions we make together to improve your family’s safety

We will meet with your children regularly to hear directly what they have to say about their life and experiences. Sometimes, we might engage in age-appropriate activities and get to know them.

The conversations we have with your children may happen in the home, at school or at a place where your child feels comfortable. Sometimes we may want to talk with your children without you there. Your children can have a trusted support person of their choosing during these visits.

Find out more about how we listen to the voices of your children in our Centring the Child’s Voice Practice Guide (PDF 1.6 MB).

It is our role to work with your family to help keep your children safe at home.

We will support your family to move out of (or away from) the child protection system. By working together to address the safety concerns for your children, we can try and prevent the Department for Child Protection becoming further involved with your family.

It is our responsibility to work with your family until the safety worries for your children have been addressed. If we cannot improve the safety for your children or if your family does not engage with our services, we will need to contact the Department for Child Protection.

Our support does not have a set timeline.

We will work with your family for as long as needed to make sure the right help and supports are in place.

We will let you know when we are moving towards ending our service with your family.

We will contact other services your family is working with. By working with other services, we can all work together to ensure your family get the best possible support. In our initial visits we might ask you to fill out a Consent to Share form which gives permission for us to contact other services.

Your informed consent for the sharing of information will be sought and respected in all situations unless:

• we are required by law to disclose your information OR
• it is necessary to share or to obtain information to reduce the risk of harm to your children or family.

We cannot become involved in family law court matters (orders or decisions). All family law court matters must be discussed with your family’s lawyer or attorney.

If your family has worries about your children in the care of another parent or caregiver, you can seek advice from your family court lawyer or attorney. They will be able to provide you appropriate and up to date information on what you can do that is relevant to your family’s situation. They may also be able to support you in advocating or seeking changes in your family law court and/or custody arrangements relating to your children.

We are committed to providing culturally safe, supportive and inclusive services to families from all backgrounds.

No matter your family’s lived experience, culture, gender identities, sexualities, faiths or abilities, your voices will be respected and listened to.

We have specialised staff who can provide advice and support to our workers so they can better understand and work with your family and ensure your individual needs are part of the goals and decisions we make together.

Information about your family, including a summary of our discussions and the plans we create together to keep your children safe will be stored in a secure electronic system. We are required to save these records under the State Records Act 1997.

You are welcome to record your own notes during our visits or phone calls with your family, however we ask that you do not take voice or video recordings of workers.

You have the right to request access to information that we collect about your family. Read more about our Freedom of Information.