Unify Operations, Practice and Reporting across Multiple Programs and Funders.

In an ever-changing landscape, family service organisations face the challenge of maintaining client-centric support while juggling multiple programs, funding requirements, and reporting obligations. The recent webinar by Family Support Newcastle sheds light on their holistic approach to address this challenge, providing valuable insights on using data, narrative evidence, and embedding good practices. In this blog post, we will delve into the key takeaways from the webinar and explore how organizations can adapt their services to meet the diverse needs of children, families, and communities.

Navigating Change and Achieving Client-Centric Support: Insights from the Family Support Newcastle Webinar

Watch the recording here!

Hosted by Connecting Up, a nonprofit organisation dedicated to empowering other nonprofits through technology and education, the webinar featured a case study on client-centric family services.

Family Support Newcastle’s CEO, Sue Hellier, and Team Leader, Erin Beard, led this insightful webinar, focusing on the organisation’s approach to managing changing programs and funding while maintaining client-centric support. The session explored the Hunter region’s context and the need for holistic approaches to overcome siloed services. The webinar aimed to provide attendees with practical strategies to capture information effectively, measure outcomes, and support staff during program and practice changes.

Key Takeaways

Managing a Complex Mix of Funding and Programs

The webinar emphasised the importance of effectively managing a diverse range of funding and program types in family service organisations. This includes family relationship services, family violence support, intensive family support, children’s support, parenting programs, and behaviour change group work. Understanding how to navigate this complexity is crucial for delivering comprehensive and integrated support to clients and their families.

Overcoming Program and Internal Silos

The session highlighted the challenge of overcoming program and internal silos that can hinder effective information sharing and collaboration. Attendees gained insights into strategies for breaking down silos while ensuring the safety and privacy of client records. By fostering a culture of information sharing and collaboration, organisations can enhance their ability to deliver coordinated and holistic support.

Enhancing Reporting and Funding Applications

Family Support Newcastle emphasised the importance of capturing information effectively for annual reports, funding acquittals, and reports used to apply for funding. Attendees learned practical techniques to collect and analyse data, including the use of surveys and narrative evidence. By leveraging this information, organisations can demonstrate their achievements, measure outcomes for clients, families, and communities, and strengthen their funding applications.

Supporting Staff during Program and Practice Changes

Managing change within an organisation can be challenging, especially when it involves program and practice changes. The webinar provided insights on how to support staff during these transitions. Attendees gained valuable strategies to foster a culture of learning and growth, ensuring that staff members feel supported, empowered, and equipped to adapt to changes effectively.


The webinar with Family Support Newcastle on client-centric support and managing change offered valuable insights and practical strategies for family service organisations. By effectively managing funding and program complexity, overcoming silos, enhancing reporting and funding applications, and supporting staff during changes, organisations can adapt their services to meet the diverse needs of clients, families, and communities. These insights provide a roadmap for organisations to deliver comprehensive, coordinated, and impactful support, ultimately leading to better outcomes for those they serve. Let us embrace these learnings and work together to create a future where client-centric support thrives in the face of change.