The information in this resource is provided as a general guide, with links and prompts to assist in family engagement. It is not an exhaustive guide, rather a place to commence or check in with at any point in the engagement process.

Where to start?

Identify the aim of the consultation. If you can determine the aim and identify what you are seeking to learn then you have a starting place for identifying who, how and when.

The aim may arise from an internal need such as wanting information on how your workplace is viewed by clients or it could be a formal need to meet eg funding requirements.

The aim may come from clients or visitors to your organisation so it is important to have a process to receive suggestions or feedback that can be reviewed and acted on by your organisation. Ensure to offer a means for gathering both anonymous and identified feedback. The process to submit feedback should be easy, non-time consuming and accessible for all. Feedback is an ongoing conversation, and whilst it is great to learn how well we have done, it can be even more beneficial to hear how we could do better. If possible, seek out those who don’t return to your organisation and ask why, they will have great feedback to share in order to improve the service we deliver.

It is important to consider the specific need and aim for each engagement before determining the most appropriate participation method. Seek out who you want to hear and learn from in practical and timely ways. Consider the use of a variety of mediums and be open to trialling different ways to connect. When seeking feedback from families, remember they are often busy and that events can impact their ability to participate in engagement opportunities.

Accept that it is the responsibility of the organisation or service to adapt and meet the family needs.

Ask the questions

Before:

  • What do we want to learn?
  • What can we do to assist families to participate successfully in engagement?
  • What is the timeframe for the engagement?

During:

  • How is the engagement going and does it need to be adapted now/in the future?
  • If it needs adapting now how will we do this in a timely way?

After:

  • How did we go and could something be done differently to make it more successful next time?
  • Who can I talk to?
  • There may be an expert or team member with experience in family or community engagement in your organisation. Ask them to share thoughts on what was successful and what could have been done differently.
  • Is there a family member who is linked to your organisation that is available to chat to? They may be able to offer advice or create links with other families who are invested in your service or organisation.
  • Consider timelines and budget.
  • C4C strongly advocate for equitable relationships and that families should be thanked for their input with a gift or payment.

Key Points:

  • Plan engagement opportunities to be timely and easily understood.
  • Ensure engagement activities and locations are inclusive, accessible and a diverse range of perspectives is sought.
  • Use a range of engagement techniques that meet the needs and interests of the
  • Ensure participants (families and children) receive recognition with a gift or payment for their contribution.
  • Define the community’s role in any community engagement process.
  • Provide information and tools to support meaningful community participation.
  • Have clarity about how much opportunity there is to influence a decision.
  • Let the community know how their input influenced the decision and the outcomes.

Using the Lundy Model four concepts, the VoF has created the following questions to ask prior to commencing Family Consultation

Space

  • Have you considered offering an online space to families
  • Is the time suitable for families
  • Is the venue accessible to families
  • Is the venue a safe space for families
  • Does the venue have accessible bathroom facilities
  • Are there refreshments available
  • Are the people from your organisation who greet and speak with families trained and supported to respond to families in appropriate and welcoming manner

Voice

  • Will you ask families their ideas in various formats (written, verbal, visuals)
  • Do you need information translated and do you know how to access this
  • How are families being asked for their ideas and feedback (eg face to face, online, anonymously)
  • Can or will families be thanked for their involvement with a gift or payment
  • Have you considered power imbalance and how will you address this
  • Have you considered cultural needs and how will you approach this
  • Have you considered human rights and anti-discrimination laws in recruitment of families
  • How many opportunities have you provided to families to share ideas and give feedback

Audience

  • Is there a clear process for seeking and receiving feedback
  • Do you need formal permission to gather feedback from families
  • Do you have access to appropriate consent and permission forms including cultural and legal considerations
  • Do you need to deidentify participant information
  • Have you provided families with contact information and details for follow up or change of mind re participation
  • Do families know who their feedback is being shared with
  • Do families know why their views and feedback is important to your organisation

Influence

  • When, how and where will families know the impact of their participation
  • How will families’ views and feedback be considered/included in decisions based on the consultation
  • Will participants be able to hold you accountable for decisions made
  • Will there be a public or private event to share the results of the outcome for the family consultation aim
  • Will there be any media around the consultation outcome
  • What format (eg presentation, video, print) and mediums (eg social/print/television media) will the consultation outcomes be delivered