SERVICE NAVIGATION & REFERRALS

Helping Families Find the Right Support

Understanding where to go for help can sometimes feel confusing, especially when families are dealing with multiple services, appointments or referral pathways.
Our Service Navigation & Referrals support helps parents, carers and kin better understand the services available to them and identify appropriate next steps for their child and family.
We can help families prepare for appointments, understand referral options, ask informed questions and connect with relevant health, education, allied health, disability and community services.
A parent and practitioner considering support options together.

Who Is Service Navigation For?

Service navigation may be helpful for families who:
  • Are unsure which service to contact
  • Need help understanding available supports
  • Have been advised to seek additional services
  • Need assistance preparing for appointments
  • Are navigating several services at the same time
  • Need support completing referral processes
  • Want help understanding what happens next
  • Need support connecting with local providers
  • Have experienced barriers accessing services
  • Would benefit from follow-up after a referral
You do not need to understand the service system before contacting us.
Our role is to help make the process clearer.
A mother explaining her priorities to a practitioner.

How We Can Help

Understanding Available Services

We can help explain the different types of services that may be available and what each service may provide.

Identifying Appropriate Referral Pathways

We can help families consider which service may be most appropriate based on their child's needs and family circumstances.

Preparing for Appointments

Families may receive guidance about what information to bring, what questions they may wish to ask and what to expect from an appointment.

Connecting With Services

With family consent, we may help connect families with relevant providers or organisations.

Referral Follow-Up

Where appropriate, we can follow up with families after a referral to understand whether they were able to access the service and whether further navigation support is required.
A parent discussing support options with a coordinator.

Supported Referrals

More Than Just Giving You a Phone Number

Where a child or family requires support outside our service scope, we aim to provide a supported referral rather than simply telling families to contact another organisation.
With parent or authorised carer consent, this may involve:
  • Identifying an appropriate service
  • Discussing referral options with the family
  • Contacting the receiving service
  • Explaining the reason for the referral
  • Providing relevant information with consent
  • Helping complete referral forms
  • Helping parents prepare questions
  • Assisting with booking processes where appropriate
  • Confirming that a referral has been received
  • Following up with the family afterwards
A parent considering support options during a relaxed first conversation.

Services We May Help Families Connect With

Allied Health Services

Such as speech pathology, occupational therapy or psychology.

Child Development Services

For further developmental assessment or specialist support where appropriate.

Health Services

Including relevant medical or community health services.

Early Childhood Services

Where additional early learning or developmental support may be helpful.

Schools and Education Services

Including support related to transition, participation and school readiness.

Disability Services

Where families may benefit from disability-specific supports or information.

Community Services

Including family, social and local community support services.
Practitioners sharing ideas at a community workspace.

Helping Families Prepare for Appointments

Appointments can feel overwhelming when families are unsure what information to provide or what questions to ask.
We can help parents and carers prepare by discussing:
  • Why the appointment is happening
  • The concerns they would like to raise
  • Their child's strengths
  • Relevant developmental or participation concerns
  • Current supports
  • Questions they would like answered
  • Information or documents they may wish to bring
  • What they may want to ask about next steps
Our aim is to help families feel more informed and confident when speaking with other services.
Parents practising everyday strategies in a small workshop.

Working With Other Professionals

Families may already be connected with schools, early childhood services, health professionals or other providers.
Where appropriate and with parent or authorised carer consent, our team may communicate with other services involved with the child to:
  • Clarify the reason for referral
  • Understand existing supports
  • Reduce unnecessary duplication
  • Coordinate appropriate support
  • Contribute to agreed family goals
  • Support continuity between services
Any information sharing is subject to consent, privacy and relevant information-sharing requirements.
Practitioners exchanging ideas during a collaborative learning session.

Family Choice Comes First

Families remain involved in decisions about referrals and service navigation.
We aim to provide information and guidance so parents and carers can make informed decisions about what support they want to pursue.
Families can discuss:
  • Preferred services
  • Preferred locations
  • Language needs
  • Accessibility needs
  • Appointment preferences
  • Cultural considerations
  • Transport barriers
  • Communication preferences
The goal is to make the pathway as practical and accessible as possible.
A child choosing a book with a practitioner nearby.

Support for Families Facing Access Barriers

Some families may find it harder to access services because of:
  • Transport difficulties
  • Geographical distance
  • Language barriers
  • Caring responsibilities
  • Disability
  • Cultural considerations
  • Limited understanding of service systems
  • Difficulty attending traditional appointments
Where appropriate, our team can help families explore alternative ways to access support, including local services, home-based options, telephone support or video consultations.
Families taking part in a community garden activity.

Culturally Responsive Service Navigation

Navigating Australian health, education, disability and community systems can be particularly difficult for families who are unfamiliar with how these systems work.
Where appropriate and available, multilingual practitioners, bicultural workers or qualified interpreters may help families understand:
  • What services are available
  • How referrals work
  • How to prepare for appointments
  • The role of allied health services
  • Early childhood and school pathways
  • Disability services
  • Family and community supports
We aim to communicate information clearly and respectfully.
Family members speaking with a practitioner while their child draws.

Support for Regional and Rural Families

Families living outside metropolitan areas may face additional barriers when trying to access services.
Our service navigation approach can help families identify appropriate local options and understand which services may be available in their area.
Telephone and video support may also be used where appropriate to improve access and assist with referral follow-up.
Families and practitioners sharing practical support in an everyday setting.

Follow-Up After a Referral

A referral should not necessarily be the end of the conversation.
Where appropriate, our team may follow up with families to ask:
  • Were you able to contact the service?
  • Was the referral received?
  • Were you able to access an appointment?
  • Do you understand the next steps?
  • Is any additional navigation support required?
This helps identify situations where a family may still be experiencing barriers.
A coordinator listening during a service-navigation phone call.

When Needs Are Outside Our Scope

There may be situations where a child or family requires a service we do not provide.
This may include:
  • Diagnostic assessment
  • Ongoing specialist clinical treatment
  • Specialist behaviour support
  • Mental health services
  • Crisis support
  • Emergency services
  • Statutory child protection services
  • Other specialist interventions
In these situations, we aim to help families connect with an appropriate service rather than trying to provide support outside our professional scope.
A team member listening attentively during a phone conversation.

What Families Can Expect

Families using our Service Navigation & Referrals support can expect:
  • Clear information
  • Practical guidance
  • Respectful communication
  • Help understanding service options
  • Support preparing for appointments
  • Consent-based referrals
  • Assistance connecting with other services
  • Follow-up where appropriate
  • Respect for privacy and family choice
  • Culturally responsive support
Parents sharing a relaxed conversation in a supportive group.

Not Sure Where to Start?

You do not need to know which professional or service your child needs before contacting us.
Tell us about:
  • Your child's strengths
  • Your concerns
  • What support you already have
  • What you are finding difficult
  • What you would like help with
Our team can help you understand the options and identify appropriate next steps.
A parent practising a playful interaction with their child.

Finding the Right Support Should Be Easier

Our Service Navigation & Referrals support is designed to help families better understand their options and connect with the services that may be right for them.
If you are unsure where to start or need help navigating support for your child, contact our team.
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