All the individuals who make up our organisation respectfully acknowledge the Traditional Owners of the country on which we live and work. We especially acknowledge the Boon Wurrung / Bunurong people, and other peoples of the Kulin nation on whose ancestral lands Family Life provides services to the community. We pay our respects to Elders past and present, and acknowledge their living culture and centuries of custodianship of these lands, which were never ceded. We acknowledge that the land on which we stand always was and always will be Aboriginal land.
At Family Life, our focus is to eliminate discrimination in the services we deliver and the workplace we provide. We welcome, embrace and encourage the diversity of all of our staff, volunteers, clients and community.
(Brief Support) for Families
Foreword
I am delighted to share our 2024/25 Performance and Impact Report with you. A year marked by innovation, learning and growth.
This report is more than a summary of achievements, it tells the story of the people and communities at the heart of our work. Their stories shape our understanding of success, highlight opportunities for improvement and drive our progress towards the outcomes that we believe matter most – connection, safety and wellbeing.
This year, we have taken bold steps to innovate and evolve, designing and piloting new programs and strengthening existing service models in response to changing needs in our communities. Our Social Enterprise continues to flourish, opening two new stores and welcoming new volunteers, staff and supporters, expanding our reach and deepening our impact.
We know that families and communities have continued to face growing pressures: rising cost of living, housing insecurity, challenges accessing timely support and increasing isolation. These challenges have placed immense strain on the systems meant to support community.
Despite significant investment – particularly to address family violence – things are not improving at the rate we need. This reinforces our belief that we must think differently, act boldly and pursue new approaches while continuing to refine and strengthen what we already do well. We are actively investing in collaborative partnerships – with academic institutions and sector leaders – to amplify and share our insights. These partnerships not only strengthen our capability to respond to evolving challenges, but enhance our collective ability to meet community need.
This year marks a pivotal moment for us as we unveil our new strategic plan – one that places the power of connection at its heart. We are deeply committed to the transformative power of human connection – not only as an important pathway for healing and repair, but as a foundation that enables everyone to live their best life.
We were also especially proud to launch our Reconciliation Action Plan (RAP) this year, reaffirming our commitment to respect and reconciliation. I continue to be inspired and proud of our people Their dedication, curiosity and compassion truly are the magic ingredients that enable us to provide the best quality support that we can to children, families and communities.
As you read this report, I invite you to look beyond the numbers and see the people and stories they represent. These are stories of resilience, transformation and hope. Stories that remind us why we do this work, and why we must continue to listen, learn, and lead with heart.
Warm regards
Allison Wainwright Chief Executive Officer, Family Life
The lived experiences of those we support shape our understanding of success, highlight opportunities for improvement and drive our progress towards the outcomes that matter most – connection, safety and wellbeing.
Connection Safety Wellbeing
Our Story - About Us
With deep roots in community, Family Life began in 1970 when a passionate group of locals saw a need to better support children and families in their neighbourhood.
Their vision sparked action - securing support, launching our first Community Op Shop, and laying the foundation for what has become a thriving organisation. Today, more than
200 staff support over 5,000 families each year and our
12 vibrant
Community
Op
Shops
are powered by over 450 volunteers
Our commitment to place remains strong. We continue to operate from community hubs, maintaining connection to the neighbourhoods where we began. Guided by our purpose - Building connection, safety and wellbeing. Together - we deliver therapeutic services, foster community engagement, and run social enterprises that help people overcome adversity, build meaningful connections, and thrive.
At the heart of our work is our Theory of Change - a framework that defines our purpose and approach. It’s our roadmap for impact, ensuring everything we do is intentional and aimed at meeting the needs of children, families and communities.
Our Theory of Change outlines how we support community and our long term vision for change. The “change” is the positive impact we want to make, and the “theory” is the roadmap of actions we take to make it happen.
Central to our approach of affecting change is how we prioritise and centre the outcomes of connection, safety and wellbeing. We see these as human imperatives that are essential for enabling everyone to achieve their best in life.
we support people to develop their connections with self, family, with services and supports, and with their community
we support people to feel safe, develop respectful attitudes, and positive and healthy relationships
we support people to enhance their social and emotional wellbeing, improve their mental health, develop life skills and resilience, and be empowered to make positive choices
Theory of Change
Building connection, safety and wellbeing. Together.
Long Term Outcomes
Building connection, safety and wellbeing. Together.
CAPABLE COMMUNITIES
Everyone learns and participates within sustainable, engaged, inclusive, thriving communities and responsive systems
Organisations respond to the needs of their community
Individuals have social support and a sense of belonging within their community and culture
Individuals are engaged and contributing to their community through employment, training, education and volunteering
STRONG FAMILIES
Individuals reach their potential enabling families to experience positive wellbeing and strong and respectful relationships
Individuals and families experience optimal functioning and wellbeing
Families have healthy relationships and experience reduced conflict and violence
Individuals are empowered, resilient and able to manage individual and family challenges
THRIVING CHILDREN
Children are safe and reach their full potential
Organisations work together to support individuals and families
Individuals feel more connected to culture and community networks
Individuals feel empowered to seek support when needed
Individuals feel empowered to contribute to their community
Initiatives that strengthen the community
Holistic place based services with families at the centre
Evaluate impact
Individuals learn strategies and skills to support their health and wellbeing
Individuals are aware of the dynamics and effects of conflict and violence
Individuals develop strategies to safely manage individual and family challenges
Caregivers feel more confident in their parenting
Caregivers feel more connected to family and support networks
Community connection and activation
Hear the voice of the community (co-design)
Children have healthy relationships with their family and support networks
Children experience safety in their family and support networks
Children have a sense of belonging
Children experience an environment that optimises their development and wellbeing
Children feel more connected to family and kin
Children feel empowered to say what they want and need
Children feel more connected to support networks
Children engage, learn, and participate in their community
Advocate for social justice and equal opportunities to access services
Collaborate with other organisations
Build social capital through volunteering and social enterprises
Innovative programs to increase knowledge and skills
Context: Communities experience a range of vulnerabilities including family violence, social isolation and mental health concerns. Factors such as intergenerational trauma and inequality (e.g. gender, social, cultural) exacerbate vulnerability. Services can support communities to heal from trauma and develop resilience.
Notes:
1. Family Life acknowledges that families are remarkably diverse both in structure and dynamics.
2. Children include children and young people.
3. Individuals include those who receive our services and those who engage in our community capacity building activities.
4. Organisation could include: government departments, community organisations, schools, businesses, etc.
Approach to measuring performance and impact
At Family Life, we deliver high-quality, trauma capable
This report shares our performance and impact for the 2024/25 Financial Year – highlighting what we did, who we reached, and the changes people experienced while receiving support.
We are committed to demonstrating not just how much we do, but the difference our work has made for individuals, families and the community. Feedback from clients and the changes they experience (outcome measurements) are an important way that we track the impact of our services in support of our Theory of Change.
Client voice is central to how we measure our performance and impact
We invite clients to share feedback through an ‘experience survey’ at service exit, which seeks their reflection on their experience with Family Life, what worked well, as well as opportunities for improvements. Clients are also invited to reflect on key changes they’ve experienced through service support, helping us critically reflect on our practice, and improve and understand how our service is contributing to these changes over time.
Tracking client outcomes helps us understand the impact of our services
We are committed to tracking client outcomes to understand the types of changes being experienced through services engagement. This is not just a compliance exercise for us, but a meaningful way to learn from our clients’ experience. Outcome tools are service specific and are embedded throughout service delivery making measurement a natural part of the support journey.
Clients complete an initial assessment to identify key areas of need, which is revisited at the end of their engagement to reflect on progress and celebrate change. These tools capture both quantitative ratings and qualitative or narrative insights, offering a rich picture of each client’s journey. Designed to be strengths-based and collaborative, they ensure clients lead the conversation about what matters most to them.
At Family Life, we also respect the impact that data collection may have on clients and therefore we only collect the key information that we believe can inform and enhance client care, whilst also allowing us to identify and celebrate the outcomes they experience.
We recognise the non-linear nature of change
This report shows how clients’ progress is tracked using outcome measurement tools and how these outcomes contribute to the three foundational outcome areas (connection, safety and wellbeing) in our Theory of Change. We describe changes as positive, stable, or negative, reflecting changes over time as clients move from their first contact with Family Life through to the end of their support journey.
Every type of change tells an important part of each client’s story. We acknowledge that achieving positive change isn’t always possible, or the goal for everyone. It’s normal for clients to stay the same or even experience setbacks in some areas while making progress in others.
By tracking outcomes, we gain a deeper understanding of the complex and individual nature of change for each client. Ultimately this helps us reflect on what’s working, identify areas for improvement, and continue to evolve our services to better meet client needs.
About the data in this report
All figures relate to client and service user data collected during the 2024/25 Financial Year, unless otherwise noted. Where percentages are used, they reflect the proportion of clients or service users who responded to each specific question or completed each relevant tool, unless otherwise stated.
How Much Did We Do?
1,427 adults using family violence participated in therapeutic interventions and case management support to enhance their safety to their families and themselves
686 women participated in trauma capable therapeutic interventions to recover and heal from the impacts of family violence
3,787 individuals accessed individual counselling and case management services
659 victim survivors were offered Family Safety Advocacy support while their current or former partner participated in family violence support programs
465 children participated in family violence counselling and therapeutic interventions to recover and heal from the impacts of family violence
122 adults from culturally and linguistically diverse backgrounds were supported by peer mentors to improve their wellbeing
1,639 couples and families
(made up of 4,053 individuals) accessed family support and counselling services
336 children and young people accessed mental health and wellbeing support
591 families (made up of 1,228 individuals) were provided with assistance to strengthen relationship and co-parenting skills
359 families (made up of 1,259 individuals) were provided with child centred and family focused support
143 families (made up of 435 individuals) accessed contact services, to safely support connection between parents and children
1,188 adults using family violence participated in groupbased behaviour change programs
274 adults participated in family law service postseparation support groups focused on co-parenting and children’s wellbeing
2,079 adults and children participated in 125 group programs
121 adults from culturally and linguistically diverse backgrounds participated in wellbeing and connection groups
188 parents or carers participated in group programs to support their children’s emotional wellbeing and promote healthy attachment
Our support in community
Through our School Focused Youth Services Program
156 children and young people participated in group activities to support mental health and wellbeing and peer connections
510 students from 24 primary and secondary schools in the Bayside, Kingston and Frankston areas participated in 24 targeted intervention programs to support physical and emotional wellbeing and safety
164 teaching and wellbeing staff from 21 schools participated in 13 capacity building and training activities, which is expected to support over 4,351 students at risk of disengaging from school
More than 8,747 participants attended over 76 community events at schools, kindergartens, gathering places, community houses supported or delivered in partnership with Family Life
476 individuals volunteered with Family Life providing
48,874 hours of service
192,904 customer purchases made across Family Life’s 12 Community Op Shops
Who Did We Reach?
Of our 2024/25 clients Age
Gender
53% identified as female
33% 67% were children or young people under the age of 181
were adults
46% identified as male 0.12% identified as transgender female or transgender male 0.12% identified as nonbinary
Aboriginal and/or Torres Strait Islander Peoples
2.7%
identified as Aboriginal and/or Torres Strait Islander
Cultural and Linguistic Diversity
16% were born in a country outside of Australia
10% speak a main language other than English at home, with Dari, Hazaraghi and Mandarin the most commonly spoken languages
Identify as LGBTIQ+
1.6% aged over 16 identified as LGBTIQ+
Service area
Clients came from
80% lived in eight local government areas across the Bayside and Peninsula area
across more than 64 local government areas
Our 2024/25 Client Feedback Highlights – Adults
What are our adult clients saying?
were satisfied with the services received felt listened to and understood by their worker felt better able to deal with the issues they came to Family Life for help with
The voice of the client is truly valued at Family Life, with clients invited to provide feedback via client experience surveys as they exit the service. Within the survey, clients provide both quantitative (single or multiple choice) responses and qualitative (narrative) comments. of respondents agreed their individuality and values were respected, such as culture, faith or identity2
2
Two key themes emerged from our analysis of the qualitative comments provided by clients:
Clients found the practitioners to be empathetic, warm, knowledgeable and skilled, and valued the nonjudgemental approach
Clients felt validated, felt their worker was aware of their individual and family needs, and saw their personal strengths
“(My worker) really supported me, understood me, and listened to me carefully. They helped me understand my behaviour in a very non judgemental way.”
“Thank you for giving me tools to use for the future.”
“I felt very safe emotionally, mentally, physically in every session.”
“(My worker) really engaged with me during a very difficult time in my life and encouraged me open up with my thoughts and feelings… I am truly grateful for your time and positive outlook.”
“So much compassion, support, validation and practical guidance and support.”
“I was listened to and given great advice. I felt heard and understood.”
“I saw profound improvements in my relationship as a result of the service.”
“The strategies provided have been life changing.”
Child/Young Person Feedback
What are our children and young people saying?
This year we were privileged to hear from many clients aged 5 to 17, who gave us their feedback and ideas, and told us what they had learnt.
felt listened to by their worker
were happy with the service / what the worker did for them
felt they had learnt new ways to deal with a problem
What did our children and young people learn?
Of the children and young people who said they had learnt new ways to deal with a problem, common themes were increased knowledge and skills in understanding feelings and body signs, the importance of self-care, giving and receiving kindness, and learning healthy strategies for managing big emotions.
“Learned how to express my feelings.”
“Just communicate and talk with each other and tell my family what I need.”
“To ask for help when I am feeling sad.”
“There are lots of ways to calm yourself down.”
“Read a book, draw, call a friend, talk with Mum, play games with my sister, listen to music, when I have anxiety.”
“We had fun learning about my family.”
What did our children and young people value the most?
Our young clients loved being listened to by their workers, playing games, connecting with peers in groups, and understanding more about the behaviour of others. Many of them spoke about gaining the confidence to make new friends.
The parents of young people also provided feedback on the support their family had received
“Family Life were the only supporting organisation we have worked with where the children felt heard and respectedthey have both expressed feeling safe with Family Life and believing that their experiences mattered to the people at Family Life who they dealt with.”
Connection Outcomes
We support people to develop their connections with self, family, with services and support, and with their community
Individuals feel more connected to culture and community networks
8,725 participants attended
76 community events at schools, kindergartens, gathering places, community houses and other local community hubs which were supported or attended by Family Life
5,863 community members regularly connect with Family Life through newsletter updates
78% of clients
felt more connected to their support networks at the end of their service
90% of our volunteers
feel more connected to their community through volunteering
75% of our volunteers have found social connections through volunteering at Family Life
Individuals feel empowered to contribute to their community
476 volunteers
contributed
49,244 hours to support our Community Op Shops, community engagement activities, boards and committees
192,904 customer purchases were made across our 12 Community Op Shops and warehouse sales
Carers feel more confident in their parenting
82% of parents in our Community Bubs program
reported improved or stable parenting strategies and skills
77% of men engaged in our behaviour change programs reported improved or stable ability to be a good father
89% of men engaged in our Dads in Focus program
reported improved or stable ability to be a good father
82% of parents and carers in our Early Help parenting support program
reported improved or stable confidence in their parenting
86% of parents and carers in our Early Help parenting support program feel they are doing a good job as a parent
Caregivers and children feel more connected to family and support networks
88% of parents and carers in our Parenting Orders Program
reported improved or stable quality of relationship with their child or children
72% of parents and carers in our Community Bubs program felt more connected to support networks
64% of children and young people in our SHINE mental health support program reported improved or stable levels of connection to friends
Neighbourhood Summit Spotlight
Fostering connection and innovation to strengthen local communities and support families where they live
This year we have renewed our commitment to place-based support by launching our Hampton East Neighbourhood Project
To consolidate the scoping and wider consultation work conducted, Family Life convened the Hampton East Neighbourhood Summit in June 2025. Attended by over 50 representatives from state and federal government, local council and youth services, schools, police, not-for-profit organisations, churches and community, the summit aimed to identify the challenges and opportunities within the local community and identify innovative solutions to maximise local support.
As a result of the summit, four working groups have been established to progress prioritised multiorganisation action and initiatives across key areas of children, families, community and systems. By harnessing the rich local assets already available, Family Life aims to support the Hampton East community to maximise its impact by working together in a coordinated way to achieve shared goals.
We know that every neighbourhood is unique, and “place matters”. Through our extensive service delivery, we focus not only on helping children thrive and strengthening families but also on cultivating capable, resilient communities where people live and flourish. By understanding local data, utilising community resources, and amplifying the voices of those with lived experience, we will continue to strengthen opportunities to work in partnership with community to support vulnerable children and families.
The summit participant survey found of respondents provided positive feedback about the summit
of respondents felt more connected to their community after the neighbourhood summit of respondents felt confident to contribute to community solutions groups
“An incredible chance to meet, liaise with other like (minded) community members and share thoughts and ideas”
Ultimately by connecting and working together with a variety of local partners, this project can support:
• Local neighbourhoods provide connection and safety
• Children and families feel secure and proud of where they live
• Systems respond effectively to the priorities of individuals, families and community
Safety Outcomes
We support people to feel safe, develop respectful attitudes, and positive and healthy relationships
Organisations work together to support individuals and families
75% of clients
were referred to Family Life from external sources (other service providers, schools, hospitals, courts etc)
94% of adult and youth clients
reported that the other services Family Life connected them to meet their needs
Individuals are aware of the dynamics and effects of conflict and violence
of men in our behaviour change programs reported an increased or stable understanding of their own safe actions and reactions
of parents and carers in our Parenting Orders Program reported increased or maintained level of awareness of the impact parental conflict has on children and their development
Individuals develop strategies to safely manage individual and family challenges
89% of clients in our Parenting Orders Program reported increased or stable ability to effectively manage conflict with the other parent
73% of parents in our Community Bubs program reported improved or stable ability to look after their child or children and keep them safe
77% of parents and carers who participated in supervised child contact visits reported increased or stable levels of safety of their children
81% of parents and carers who participated in supervised child contact visits reported increased or stable levels of knowledge and access to resources to keep themselves and their children safe
Children feel empowered to say what they want and need
71% of children in our Young Leaders for Change program increased their confidence to ask an adult for help when they need it
100% of children in our Young Leaders for Change program increased their confidence to share their ideas
92% of youth clients in our SHINE mental health support program reported improved or stable ability to communicate with others
Stepping Forward Spotlight
A safe and supportive environment for men who have used family violence to continue their journey towards change
Stepping Forward is an online group program for men who have previously completed a men’s behaviour change program and want to continue their journey towards change in a safe and supportive environment.
The group provides a unique opportunity for men to stay connected and mutually accountable to similarly motivated peers through a professionally facilitated group over a four to six month period as they continue their journey toward sustained, long-term change. At the same time, family members affected by the person’s violence can access support from our Family Safety Advocacy program to support their own safety and process of healing and recovery.
Family Life has been working with people using family violence since 1986. Our experience has provided us with unique insights into the complex and individualised journeys that lead people to use family violence and highlights the need to provide onward support to assist sustained change for participants.
While recognising the significant harms caused by people who choose to use family violence, we also believe that change can’t be achieved until we find more effective ways to support those causing the harm to make different choices. When combined with our other services we believe this is an important program to support everyone to thrive in safe, connected and healthy communities.
The program supported 58 men this year
in maintaining their commitment to changing harmful behaviours, understanding and improving their own wellbeing, and participating in healthy and respectful relationships as partners, fathers and family members.
Participants valued the supportive group sessions and the opportunity they provided to consolidate learnings from their previous experience of a standard men’s behaviour change program.
“…after the 20 week mandatory [program] is over, [Stepping Forward] gets you into a good habit of fellowship. Listening to everyone is respectful and nobody disrespect you, which makes you feel welcomed…I guess that Stepping Forward only works for you if want to change your way of life or for men willing to step out of the box. I feel that it has impacted me on my journey to the future with new ideas and goals.”
“The course has been an amazing eye opener and a discovery. It showed me the reasons for my actions, it’s an education, you are taught that in that moment, stop and think before I make “that comment” before I do “that action” it could send me back. It teaches empathy, accountability, vulnerability, safety, we also learn from each other, life stories, the how, the why, the when. It’s taught me so much about myself, about where I went wrong, what to do next time, do it right next time, because I understand more now. So, thank you.”
“I was treated with respect, the content in the program was very usable in my day-to-day life, especially with how I am dealing with a difficult situation with my former partner, and in how I deal with my children. It gave me techniques I could use to help with how I respond to difficult situations.”
“Well speaking for myself or in my case, identifying and accepting my situation, transforming mentally and physically….It’s about a year since I started Family Life and on my healing journey Family Life has become apart of my language [and]… I am grateful for the guidance. Being inspired by my peers boost me to change my career and…I am on my way to new goals.”
Wellbeing Outcomes
We support people to enhance their social and emotional wellbeing, improve their mental health, develop life skills and resilience, and be empowered to make positive choices
Individuals feel empowered to seek support when needed
11,056 individuals
accessed Family Life services and supports
22 adults participated in our Creating Capable Leaders program that develops their capacity to design solutions to address local social problems
36 children participated in our Young Leaders for Change program that assists children to develop skills to identify challenges and opportunities in their community, and find local solutions
Individuals learn strategies and skills to support their health and wellbeing
93% of Family Life volunteers felt that volunteering enhanced their sense of wellbeing
92% of Family Life volunteers felt that they contribute to the wellbeing of their community by volunteering
80% of Parenting Orders
Program clients
reported improved or stable self-care strategies to support their mental health and wellbeing
96% of young people in our SHINE mental health support program reported improved or stable levels of health and wellbeing
80% of clients in our Connect mental health and wellbeing program
reported experiencing reduced psychological distress at the end of service
78% of parents in our Integrated Family Services programs
reported improved or stable feelings of wellbeing
Children engage, learn and participate in their community
77% of youth clients
in our SHINE mental health support program reported improved or stable connections to education and/or work
Through our School Focused Youth Services program
510 students from 24 primary and secondary schools in the Bayside, Kingston and Frankston areas participated in
24 targeted intervention programs to support student re-engagement in education, where they are affected by various challenges such as trauma, emotional dysregulation or require support developing social skills
164 teachers and wellbeing staff from 21 schools participated in 13 capacity building and training activities which is expected to support over 4,351 students at risk of disengaging from school
SHINE Spotlight
Providing early intervention support to protect the mental health and wellbeing of children and young people
Family Life has been delivering the SHINE (Support, Health, Information Networks and Education) program in Dandenong and Casey since 2008. Designed as an early intervention and prevention program, SHINE works to interrupt emerging mental health concerns for children and young people through a range of community and school-based supports. Using evidence informed practice, the program is guided by client’s unique circumstances and goals, and works to highlight and build on each individual’s strengths.
In recent years, the team has seen an increase in complexity in the emerging mental health issues of the children and young people they work with. To meet the growing complex needs of their clients, Family Life has broadened the skills and experience of the SHINE team with the addition of a mental health social worker, a senior mental health clinician, a clinical family therapist and an art therapist.
What do our SHINE clients say?
100% of respondents said they felt listened to/understood to by the worker
100% of children said they were happy with what the worker did for them
100% of young people said the worker was supportive of them
90% of children said they had learnt new ways to deal with a problem
Each of these roles brings a strong mental health focus to further bolster the team of experienced case workers, bilingual workers and family practitioners.
This year SHINE supported
154 children and their families
through direct case management support, and 121 children who participated in five group programs across four schools. The team’s proactive engagement with schools enables early identification of issues and fosters involvement of the whole family and school network to support child-focused, sustainable change for children and young people.
With well targeted interventions the SHINE program aims to mitigate the impact of mental health issues, promote resilience, and ultimately empower our children and young people to lead fulfilling and productive lives.
What did our SHINE clients find most helpful?
“She spoke to us in my native language.”
“Helping our family go through a tough time and getting some support.”
“Helped me with a routine to get back to going to school and a morning and night routine also a list of calming strategies for me.”
What did our SHINE clients learn?
“When I am sad I can get cuddles off daddy, and when I am angry going to the flying fox, when I am happy just running everywhere.”
“I learned different feeling and how to (calm) down when I have strong feelings. Build good relationship with my brother.”
“Listen to my body, and how to turn unhelpful thoughts to helpful thoughts.”
Social Enterprise and Volunteering Showcase
Social Enterprise - a gateway for support
This year Family Life’s Social Enterprise has gone from strength to strength, establishing two new stores and bringing exciting new innovations to the op shop scene. The stores provide a familiar and trusted connection hub for the community and volunteers, and a gateway for community members to connect with Family Life supports and services.
The 12 Community Op Shops
and one distribution centre are run with a team of 38 staff and over 450 volunteers and play an important role in reducing waste, promoting reuse of items as well as being a friendly destination where community members can stop for a chat, donate goods or pick up a bargain. The Community Op Shops, which pride themselves
Strong performance reflects our continued innovation
Our Community Op Shops have seen a 16.5% increase in turnover and a 13% increase in customers purchasing compared with the previous financial year.
192,904 customer purchases
This year staff and volunteers have welcomed almost 250,000 community members in store and turned their hands to sorting donated clothes and homewares, styling attractive store displays, connecting with local community members, and even walking in the annual fashion show!
Two new stores –
Brighton and The Edit in Black Rock
14th September 2024 BrightonTownHall:CnrofCarpenterSt andWilsonSt,BrightonVIC 3pm-6pm
The Fashion through the Ages fashion show, held at the Brighton Town Hall in September, brought together Family Life staff, volunteers and the community to celebrate some of the incredible style found in our stores as well as the connection our spaces foster for local community members.
In December we opened our new Brighton Community Op Shop, which has quickly become embedded in the Brighton community and home to many new volunteers and donors.
Also new to Family Life is the concept store ‘The Edit’ in Black Rock. The Edit presents curated collections of preloved and new merchandise, with a completely new theme every few weeks – truly unique in the op shop world. Creating a series of niche shopping experiences for our local community, themes to date have included a Christmas ‘Celebration’ Edit, ‘Love is in the Air’ Bridal Edit, and winter ‘Cosy Coat’ Edit. Customers now eagerly await each new Edit reveal!
Volunteers are the heart of our social enterprise work
Volunteers bring a wealth of experience and talents to the organisation.
Collectively, our social enterprise volunteers have given
48,874 hours of their time this year
What makes volunteering at Family Life special
“When a lady came in to make a purchase and spoke to us about how Family Life helped her and her two daughters when they needed it most. She was quite emotional when narrating the story and very grateful.”
“New friendships and being part of a strong community dedicated to helping others.”
“Knowing I am doing a good job and contributing to the care and wellbeing of families in need.”
“Walking into the store and seeing how attractive it looks and smells. Hearing customers congratulate us on the presentation and ambiance.”
“When I completed the first account, I felt a strong sense of accomplishment, especially since this is my first time living and participating in something meaningful in Australia”
Supporting Family Life to provide services and support to local families is a hugely significant contribution to the community, and we thank all the staff, volunteers, donors, and customers who participate in and support our social enterprise.
Talk4Change Showcase
The case for a tailored, relational, trauma-capable response for adults using family violence
Talk4Change is an innovative pilot program providing individual counselling and group-based sessions supporting men to stop using family violence. Talk4Change recognises that each person’s choice to use family violence is influenced by a complex mix of individual, social, familial, and community factors, and that lasting behaviour change requires therapeutic support, tailored to individual needs.
This year
86 men participated in the Talk4Change pilot program and 64 family members of program participants
were contacted by Family Safety Advocates to provide program information, support safety planning and offer emotional and practical support and community referrals.
A formative evaluation conducted in partnership with Swinburne University found that most participants believed that the program helped them learn new skills including perspective taking, emotional regulation and assertive communication.
A tailored response to complex individual needs
The typical Talk4Change participant had varied serious treatment needs alongside the core need of addressing their violent behaviour. Two thirds of participants reported substance misuse and mental health concerns, and 1 in 4 had previous involvement with the justice system.
Talk4Change responds to this complexity by offering a combination of individual and group sessions to deepen opportunities for learning and sustaining behaviour change.
“Circling back on things that had come up in the group session…the individual sessions were a very complementary part of the process where I could dive into some very specific areas out of the group sessions that we could make very much about “how does that impact me? How could I do things better? How could I break that behaviour?”
(Participant)
Most participants felt engaged with and positive about the content in the Talk4Change program. Participants identified the supportive and nonjudgemental relationships with program facilitators and particularly the person who delivered their individual sessions as critical to maintaining their connection and engagement throughout the Talk4Change program.
“Biggest one – non-judgemental side of sessions. Have called Helpline in the past - as soon as say anything, label you as villain and shutdown. That is really challenging when trying to reach out for help, make you feel like you are the scum of the earth. [Talk4Change] takes away all the stigma.”
(Participant)
“Every stage, [the facilitators] were respectful, empathetic, kind, compassionate, but at the same time firm. Wouldn’t change anything in the way they conducted the groups.”
(Participant)
Developing skills that support and sustain change
Participants believed that they learnt and were able to apply new skills during the program. This included perspective taking, and new techniques for emotional regulation, conflict resolution and self-compassion. Many participants reported that they were better able to handle conflict and improve relationships with their partners, their children and other family members after completing the Talk4Change program.
“By having that awareness, it really makes sense as to how conflict that doesn’t need to happen and it’s a lot easier to just stay away from the conflict than you think.”
(Participant)
“I am far more aware about how my actions are making other people feel.”
(Participant)
Some family members also identified changes in program participants vocabulary and actions. This included changes in how they spoke about emotional experiences, and a greater willingness to verbally take responsibility for their behaviour and understand other points of view.
“I think the biggest thing is he’s more aware of what’s going on. And he’s aware of how he’s feeling or what’s coming or like if he’s not coping … the other day he goes, I’m really stressed and I’m just overwhelmed... he’s more aware of what’s going on emotionally within himself. And he’s more like he’s able to actually come to me and go, look, this is how I’m feeling. I’m kind of not okay.”
(Partner)
Looking to the future
With funding extended for another ten months, we’re now able to offer this support to even more men and their children and families impacted by their use of family violence.
We are working to embed this relational, trauma capable and skills focused approach across our family violence programs and sharing our learnings with the sector to contribute to the emerging evidence base around what works to address the complex, systemic issue of family violence.
What About Me? Showcase
Helping children navigate family change with confidence and connection
When families go through separation or are exposed to parental conflict, children often experience a wide range of emotions and have many questions about the changes happening around them. What About Me? provides a safe, supportive, and engaging group environment where primary school-aged children can explore these feelings, share their experiences, and connect with peers who understand what they’re going through.
The What about Me? Group
This year, Family Life delivered
5 group programs to 36 primary school aged children including
10 sibling groups
Each group caters to a maximum of 10 children, with three to four experienced facilitators per group ensuring a supportive and personalised experience for all participants.
“I learnt some of these problems are mummy and daddy’s problems and not mine.”
72% of children who provided feedback on the program felt they had learnt new ways to help themselves with their challenges at the end of the program.
Over six weeks, the group delivers evidence informed activities to help children understand and cope with family separation or parental conflict. The sessions are held in welcoming, child-friendly spaces within local youth and community centres, providing a safe and engaging environment where children can play, learn, build connections, and feel supported.
“I made a new friend, I don’t have many friends so it was nice to have someone that understands me and can have fun with me.”
Through fun, age-appropriate activities and guided discussions, children learn practical strategies to manage change, build resilience, and strengthen their emotional wellbeing.
“I learnt about my upstairs and downstairs brain and what to do when I am angry.”
The groups support children to:
• Understand they are not alone in their situation
• Develop a positive connection with a service and other children with similar experiences
• Understand they are not the reason for separation, and they didn’t do anything to cause it
• Separate themselves from adult problems
• Understand safe relationships
• Recognise unsafe relationships or feelings and what they can do about this
• Develop their own voice and find safe and meaningful ways to express themselves
An individualised approach for each child
To ensure each child is matched with a suitable group, facilitators meet with parents or caregivers to learn about the child’s background, interests, and areas where support is most needed. They then meet with the child (or sibling group) to give them a chance to get comfortable with the facilitator, ask any questions and understand what to expect in the group. This preparation process allows facilitators to plan for any necessary adjustments, creating a welcoming and inclusive experience for every participant.
“(It was) a safe place for us to come to with people who are like me and my brothers.”
Weekly emails, sharing of resources and check-in phone calls ensure parents are up to date with what the children are learning. This communication strengthens the ability of parents to respond effectively and confidently at home.
“He was talking to me about separation and how it is not his fault, but it is grownups sort of. Was very happy when he was talking about it and brought me a book and asked me to read to him last night ‘two places to call home’.”
(Mother of participant)
“The staff were amazing and created such a safe place for me and my child. I also learnt so much about how I can support my child.”
(Mother of participant)
Supporting the whole family
For many families, their child’s involvement in the group provided a meaningful and positive introduction to service support. By building safe, trusted relationships and responding to each family’s identified needs, the program encouraged families to seek further assistance as needed - whether for the child or other family members. This often led to additional engagement with services such as counselling or parenting support. It highlights how this approach not only supports the child but also strengthens the wellbeing of the whole family through responsive, personalised care.
“Thank you all SO MUCH, the girls’ outlook on blended family was able to shift so positively because of this program. They have come leaps and bounds in the last 6 weeks; they were always so excited to tell us what they got up to during the session and they looked forward to every single one. It has truly had such a positive impact on our family life and I appreciate the effort you all went to make the girls feel supported, empowered and safe.”
(Mother of participants)
Looking to the future
Family Life will continue to deliver What About Me? program in current locations and plans to expand the reach of the service
We have strengthened the way we measure changes for clients by introducing a new child focused outcomes measurement and feedback tool. The engaging format includes pictures and simplified, child-friendly language to enable children to tell us how they feel after attending the group sessions. This is one way we aim to elevate the voice of children and learn from their experience.
Early Help (Brief Support) for Families Showcase
Providing tailored early intervention support to families when they need it
Family Life’s Early Help (Brief Support) program has helped over 200 families this year, offering free, short-term, strengths-based assistance for parents and carers. This program is supported by the Victorian Government.
Designed as an early intervention service, Early Help (Brief Support) empowers parents and carers with practical tools, strategies, referrals and community connections in the early stages of family challenges. Whether it’s building stronger routines, navigating parenting challenges, or accessing onward warm referrals, the program empowers parents and carers to proactively address challenges before they escalate and require more intensive interventions.
This year the most commonly identified needs for families were for parenting support and access to parenting programs, referral to mental health supports, and formal psychological and learning assessments for children and sometimes parents and caregivers. This was in addition to the wide range of information, resources and brief psychoeducational support provided to parents and carers.
Connecting families to support where they need it
By being place-based, Early Help (Brief Support) ensures families can connect with support in their own communities when they need it most. Now in its third year, the program has established trusted links with a range of primary schools, maternal and child health and community centres who connect families to the service. Wider awareness of the program is promoting connection to the service through wordof-mouth referrals from other families.
Families appreciated practitioners’ knowledge and their flexibility in working in a way and at times that suited them.
“With
my busy work schedule they were able to work with a time that suited. They listened and were able to link me with services to assist me when I really felt that I’d run out of avenues to support my son.”
Having a broad range of in-house services allows Family Life to make seamless referrals for families, ensuring their needs are met without the stress of retelling their story to multiple providers. Our strong partnerships with local organisations also enables warm, well informed referrals to external services when needed, ensuring families are connected to the right support at the right time, in a way that feels genuine and respectful.
“Very knowledgeable, calm and compassionate worker. Provided with extra resources specific to our needs.”
Looking to the future
With forward funding confirmed for the program, Family Life can continue to support families in need. We look to strengthen connections with schools and community services to maximise awareness and referral pathways for families.
We will further embed Early Help (Brief Support) in neighbourhood locations, strengthening promotion and accessibility for local families to connect to support. Additionally, we will continue to build capacity of our team to facilitate our highly sought after parenting programs such as Tuning into Kids, Tuning into Teens, Circle of Security and Baby Music. This will ensure we have a highly skilled workforce available to engage parents in strengths-based groupwork that provides practical support, guidance and reassurance.
“It was amazing to deal with a service where every single person I dealt with did exactly what they said they’d do and had a genuine desire to provide support & connect us with other support systems. They were flexible, fantastic listeners, and genuinely sought to understand our situation. They cared in a way that wasn’t about ticking boxes, there was a broad range of services they offered and they were knowledgeable in what services other organisations offered. I felt the support for our family as a whole, not just for me daughter who I was seeking help for.”
“Very good connection and supportive interaction. Exactly what someone needs in my situation”
“Over the past few years, so many of our students and their families have experienced truly meaningful benefits thanks to the program. Honestly, I’ve lost count of the number of students who have been supported through Family Life. What I do know is that this program has been life-changing—for our students, their families, and for educators like me who often have very few avenues to turn to for help. Thank you again for all that you and your team do. Your work truly strengthens our community and we’re so grateful for it.”
(One of our local school Wellbeing Coordinators)
Our Learning and Innovation
Driving change for stronger communities
Innovation is at the heart of how we respond to the evolving needs of our community. This year we have deepened our commitment to learning and innovation, launching a suite of new programs and initiatives that reflect our values of respect, inclusion, community and empowerment.
However, innovation is not just about new programs, it’s about embedding a culture of curiosity, reflection, and continuous improvement. This year, we delivered an inaugural Family Life Practice Symposium, a dedicated space for our services staff to engage in shared learning and professional development. The event featured Professor Daryl Higgins, who presented on Adverse Childhood Experiences (ACEs), complexity, and the impact of trauma and attachment across the lifespan deepening our collective understanding of the challenges our clients face and how we can respond more effectively.
Our work in family violence has also evolved significantly as we recognise that family violence can affect anyone, and that inclusive support pathways are essential for all victim survivors and for all adults using family violence, regardless of their gender identity. We have also responded to the increased need to support adolescents using violence in the home, developing targeted interventions to support families experiencing this complex and often hidden form of harm.
Philanthropy has played a vital role in enabling this innovation. The generous support of the Cybec Foundation, Brian Davis Charitable Foundation, Frank and Flora Leith Charitable Trust, Peninsula Kingswood Charitable Foundation, and our many local donors and contributors has allowed us to pilot new ideas, test theories, and build the evidence base for what works. These partnerships give us the freedom to explore new territory and the flexibility to pivot when needed ensuring our programs remain responsive and effective. The Home in Focus project has been a major undertaking, designing and piloting a comprehensive, therapeutic model that supports the entire family system to recover from family violence.
Our Social Enterprise team has also opened two new Community Op Shop stores creating new pathways for community participation, connection, employment and sustainability. These initiatives reflect our belief that innovation must be both bold and grounded in the lived experiences of our community and guided by a clear vision for social change.
Through innovation and partnership, we learn what works and what doesn’t. This is a constant process and is central to our approach. When a program succeeds, we share our learnings widely, contributing to broader sector knowledge and systems change. Our commitment to knowledge-sharing extends locally, nationally, and internationally. We collaborate with global thought leaders such as Liz Weaver of the Tamarack Institute in Canada, whose expertise in collective impact and community engagement continues to inform our strategic direction.
We are also proud of our emerging partnerships with academic institutions such as Australian Catholic University, The University of Melbourne, Monash University and Swinburne University of Technology that continue to enhance our capacity to reflect, learn and lead.
At Family Life, innovation is not a project, it’s a mindset. It’s about embedding learning into everything we do, empowering our staff to think creatively, and working alongside our community to co-design solutions that make a real difference. As we look to the future, we remain committed to driving change through innovation, learning, and partnership – building a stronger, more inclusive society where everyone has the opportunity to thrive.
Phone: +61 3 8599
Email: info@familylife.com.au www.familylife.com.au ABN 37 712 782 209
