Family and community support

Family and community support refers to the services that support some of our most vulnerable members of society. This includes child protection services, public housing and services for seniors.

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Family and community support services in NSW

96,728
public housing dwellings.1
1.79 million
Seniors Card holders.1
13,090
calls made to the Ageing and Disability Abuse Helpline.1
17,000
children and young people received services such as family preservation programs.2
18,203
people have been authorised as carers of children and young people.3
Over $1 billion
invested in homelessness and social housing since March 2020.4

How are customers experiencing these services?

We asked customers how well we were delivering on our Customer Commitments based on their experience with family and community support services in NSW. Here’s what they said is working well and where we need to improve.

What are we doing well?

The following statements highlight areas that most respondents agree are working well for them.

  • I was treated with respect.
  • I was treated fairly.
  • The information was simple to understand.
  • I was able to do what I set out to do.
  • I was able to reach an outcome.

Where can we improve?

The following statements highlight areas that need improvement, based on the least number of respondents agreeing with the statements.

  • I felt I was able to provide feedback on how the service could be improved to better meet my needs.
  • I felt I was able to provide feedback on the service I received.
  • They were proactive in keeping me informed.
  • They made an effort to see things from my perspective.
  • The process took very little time.

Here’s what customers told us about family and community support
services in NSW

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71% of customers found these services to be easy to access.

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70% felt that service staff acted with empathy in their interaction with the service.

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66% of customers felt their time was respected.

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65% of customers felt the service explained what to expect.

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70% of customers felt their situation was resolved.

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50% of customers felt the service allowed them to provide feedback.

Case study

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New Digital Seniors Card

The Digital Seniors Card provides anyone aged 60 or over living in NSW with access to discounts and rebates from a range of service providers and businesses.

Find out more about the report

Case studies

See examples of how we embed a customer focused approach to services, programs and initiatives.

Customers

Find out how our customers are experiencing our services. They include the people, communities and businesses of NSW.

Customer Commitments

Read about our promise to customers on what to expect when interacting with our services.

Key metrics

Find how State of the Customer reports on our goal to deliver easy, effective, and trustworthy services.

Services

See a range of services we deliver that cater to customers with different needs and circumstances.

Home

Return to the State of the Customer homepage.

About the family and communities support data

Sources:
1 NSW Department of Communities and Justice Annual Statistical Report 2020-21.
2 Key statistics - NSW Carers Register, March 2022, NSW Office of the Children’s Guardian.
3 Social housing for people in need, NSW Department of Planning and Environment.

CXS Source: NSW Government Customer Experience Survey (CXS). About the survey methodology.

Fieldwork: January to June 2022.
Questions: Thinking about your experience with the government service…

  • How easy or difficult was it to do this?
  • How satisfied or dissatisfied were you with this experience?
  • To what extent do you trust the government service to be working in your best interests?
  • We would like your opinion on [CUSTOMER COMMITMENT]. Please indicate how strongly you agree or disagree with each of the statements below.

Base: Customers who have interacted with family and community support services in the last 12 months.
Sample sizes: Ease and Satisfaction (n=918), Trust (n=931), Customer Commitments (various n=708 to 931).
Definitions and notes:

  • Ease of service is calculated as the percentage of customers that selected ‘Very easy’ or ‘Somewhat easy’.
  • Satisfaction with service is calculated as the percentage of customers that selected ‘Very satisfied’ or ‘Somewhat satisfied’.
  • Trust in service is calculated as the percentage of customers that selected ‘Trust a great deal’ or ‘Somewhat trust’.
  • Responses to the Customer Commitment questions are calculated as the percentage of customers that selected ‘Strongly agree’ or ‘Somewhat agree’ and it excludes ‘Not applicable’ responses.
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