Life can feel overwhelming when your family is going through a difficult time. You may be dealing with financial stress, housing challenges, health concerns, or the weight of past experiences that still affect your day-to-day life.
At Fair Foundations, our case management service for families is designed to walk alongside you during these moments. Our approach is trauma-informed, strength-based, and shaped around your goals. In this post, we explain what that means in practice and what you can expect if you’re referred to or considering our service.
What is family case management?
Family case management is a form of personalised support where a dedicated worker helps you identify what your family needs and works with you to access the right services and resources.
Rather than a one-size-fits-all program, case management is flexible. It’s built around your situation, your priorities, and the pace that works for you.
Your case manager is there to listen, help you set goals, and support you to take steps toward the outcomes you want for your family. This might involve practical help like connecting you with housing or health services, or it might be more personal, like accessing counselling or building confidence to engage with systems that have felt difficult in the past.
What does “trauma-informed” mean?
Many families who access case management have experienced trauma – whether that’s family violence, childhood adversity, grief, displacement, or the ongoing stress of managing complex circumstances with limited support.
A trauma-informed approach means that our team understands this. It shapes how we work with you from the very first conversation.
In practice, a trauma-informed approach means:
- We take the time to build trust before asking you to share personal details
- We pay attention to what helps you feel safe and respected
- We won’t make assumptions about your situation based on a referral form
- We understand that difficult past experiences can affect how you interact with services, and we respond with patience and care
- We follow your lead on what you’re ready to talk about and when
If you’ve had negative experiences with support services before, we take that seriously. Our goal is to create a different experience – one where you feel heard, respected, and in control of your own support.
What kind of support can you expect?
Our case management service is flexible and tailored to each family’s needs. The type of support you receive will depend on your circumstances, but it may include:
- Home visits and regular check-ins to provide consistent, personal support
- Help navigating services and systems such as housing, Centrelink, education, health, or child protection
- Referrals to other services including specialist support, parenting programs, or community groups
- Advocacy to make sure your voice is heard when engaging with other services or systems
- Practical support such as help with paperwork, appointments, or accessing emergency relief
Support is delivered in a way that is culturally safe and inclusive. We understand that every family is different, and we adapt our approach to reflect your background, values, and preferences.
Navigating different services and systems
One of the most practical parts of case management is helping you navigate the service system. Housing, health, education, Centrelink, the NDIS – each system has its own processes, eligibility criteria, and paperwork. When you’re already under pressure, working out which service to contact and how to access support can feel exhausting.
Your case manager can help by:
- Identifying which services are relevant to your situation
- Making referrals and following up on your behalf
- Sitting alongside you at meetings or appointments
- Helping you understand your rights and options
- Advocating for your family’s needs within the system
How confidentiality works
Everything you share with your case manager is treated with respect and kept confidential. We only share information with your permission, or when required by law to keep someone safe.
We are also a proud Child Safe Organisation. Our team is trained to prioritise children’s safety, rights, and wellbeing, creating an inclusive environment where every child feels protected and valued.
Who can access this service?
Our family case management service is available to families living in the Fairfield, Campbelltown, and Liverpool local government areas.
Most families are referred by a service provider, school, or health professional. However, you’re welcome to contact us directly to discuss your situation and we can guide you through the next steps.
How to get started
If you’re going through a tough time, or you’re not sure where to turn, we’re here to listen and help.
You can reach out by:
- Calling us on 02 9727 4333
- Visiting our office at 25 Barbara Street, Fairfield NSW 2165
- Getting in touch online
If you’re a service provider, school, or support worker looking to refer a family, you can use our online referral form.
Fair Foundations’ family case management service is funded by the NSW Department of Communities and Justice through the Community and Family Support Program.