Family services

We work with parents and families to enhance the education, health and wellbeing outcomes for children. We recognise that being a parent can be tough and all families can struggle at times.

We support parents to set goals and take action to do more things that make life easier and change things that make life tough.

Every family is different and we work to suit the needs of each family in their home, community and educational settings. We offer:

  • support with parenting and family relationships
  • support to promote the safety, stability and development of children
  • assistance with children’s behavior and stress management
  • support during pregnancy
  • practical support
  • emotional support
  • information for families to access community resources

In-person assistance is available in languages other than English.

Service standards

We aim to provide high quality family services and programs to meet the needs of our community. We will ensure that:

  • all children and families are treated fairly
  • families are supported in their right to nominate an advocate to access services as required
  • all services and programs reflect and include our community’s cultural diversity
  • our communication to families is open, honest and supportive
  • programs respect and include children of all abilities and focus on helping all children reach their full potential
  • services comply with the Children, Youth and Families Act, 2005

We also comply with Victoria’s Charter of Human Rights and Responsibilities. Read more about the Victorian State Government's Human Services Standards

Our Reconciliation Policy is our commitment to respect, recognise and build relationships with Aboriginal and Torres Strait Islander people and our service standards reflect this.

Your role

For us to be able to help your family, please ensure you:

  • provide your correct address and contact numbers
  • are available for regular appointments
  • advise your family services worker prior to a scheduled appointment if you are unable to attend
  • provide relevant information for staff to ensure accurate and prompt responses
  • consider the involvement of tertiary students in both provision and observation of sessions and services while they are on placement with Council


We welcome your feedback on our service and performance.

We participate in regular audits to ensure quality compliance with the Department of Health and Human Services Standards and you will be given opportunities to provide regular feedback through surveys.

Please email us to provide feedback or talk to your family services worker. 

If you have a compliment or complaint, we encourage you to call the Family Services Team Leader on 9243 8888.

Other services

We support families to engage with other professionals and services to promote the best education, health and wellbeing outcomes for children.

We also offer:

At times, with permission from families, family services will engage these professionals on behalf of the family to discuss their goals, actions and outcomes. When families are engaged with other council services, you will be invited to a joint meeting with these services to discuss how we can best support you to achieve your goals.

How to get in touch

If your enquiry is in regards to a referral:

  • Email us or call on 9243 8888.
  • Once your enquiry has been received, the Early Intervention Services Leader will review and process the referral. This occurs throughout the week; and referrers are contacted on Monday, Tuesday, and Thursday mornings.
  • You will be contacted for further information (if required). Please ensure you have provided your contact information.
  • If you require additional feedback or wish to provide additional information please re-contact this email address of call the Early Intervention Services contact line – 0419 874 355. 

If your enquiry is in regards to services:

  • Email us or call on 9243 8888.
  • The Early Intervention Services Leader will contact you within two (2) working days.

If your query requires an immediate response, please contact the following support agencies:

  • Child Protection Intake and Advice (North West Region) – 1300 664 977
  • Police – 000
  • Safe Steps (Domestic and Family Violence Crisis Support) – 1800 015 188
  • Life Line Crisis Support – 13 11 14

Privacy and confidentiality

We are committed to maintaining privacy and confidentiality and operate within our Information Privacy Policy. We also comply with the Privacy and Data Protection Act 2014, the Health Records Act 2001, the Children, Youth and Families Act 2005, the Child Wellbeing and Safety Act 2005, the Family Violence Protection Act 2008 that govern the sharing of information held by Moonee Valley Family Services and privacy obligations.

The program only collects information necessary to provide the service and to assist participants in the program. The personal information collected is not disclosed without consent of the parent/guardian/carer or where required to do so by law.

Moonee Valley Family Services is a prescribed information sharing entity under both the Child Information Sharing Scheme and Family Violence Information Sharing Scheme and may disclose information provided in accordance with those schemes.

The Freedom of Information Act 1982 provides the right to access information about the participant. Please contact our Privacy Officer (Moonee Valley City Council, PO Box 126, Moonee Ponds, VIC 3039 or call 9243 8888) if you would like to access your information.

Access will be provided, except in the circumstances outlined in the Privacy and Data Protection Act 2014, e.g. where information relates to legal proceedings or where the Freedom of Information Act 1982 applies. Incorrect, outdated or inaccurate personal information can also be amended by contacting Council’s Privacy Officer.

Service users have the right to make a complaint if they believe that their personal information has been collected, used or stored inappropriately. Please contact our Privacy Officer, who will investigate the complaint. Alternatively, a complaint can be made to the Office of the Victorian Information Commissioner (OVIC), although the Commissioner may decline to hear a complaint if it has not first been addressed with Council. You may contact OVIC by calling 1300 006 842 or visiting the OVIC website.

A copy of our Information Privacy Policy is available upon request or can be viewed at our privacy page.

Last updated: Monday, 1 July 2019, 2:53 AM