Social services is not one-size-fits-all

3 September 2025

CEO Update

The way a sector is structured says a lot about its priorities. What skills do we
recognise and how should they be valued? How do we structure careers? What does future work in the sector look like?

Right now, all these questions are under review as the Fair Work Commission (FWC)
reviews our sector’s foundational workplace agreement — the Social, Community,
Home Care and Disability Services Industry (or SCHADS) Award.

It’s one of five awards the FWC is currently reviewing, to meet their requirements to remedy potential gender underevaulation. This is of course a laudable objective.
But significant concerns have emerged around the way the FWC is going
about the review.

Under the current proposal, the FWC is suggesting we move from five existing
classification streams to a single streamlined structure based on a Caring Skills
framework. While simplification might sound good in theory, this approach just
doesn’t reflect the complex, skilled and highly-varied nature of community services
work.

Many of you work across multiple sub-sectors, often under challenging conditions
such as supporting people in severe distress, managing complex needs, and
drawing on a wide range of professional, cultural and lived experience. That’s not
something that fits neatly into a one-size-fits-all framework.

The FWC approach also risks sending wages backwards for new workers,
particularly through a potential “grandfathering” approach where current staff may
keep existing pay levels, but future workers could be placed on lower ones. This
would worsen retention and recruitment issues, particularly in a sector already under
strain.

The national network of Council of Social Services (COSS) is lodging a joint submission, which has been informed by consultation and other research studies.

We received hundreds of survey responses from across Australia. Preliminary survey results showed that the provisional award:

Does not adequately recognise the diversity of roles,
Is overly focused on qualifications,
Risks creating pay cuts or wage stagnation,
Lacks sufficient descriptions on lived and professional experience, and
Could potentially have a negative impact on the financial health of the sector.

NCOSS is continuing to work closely with the ASU, the NSW Government and the COSS network to assess the implications of the FWC’s decisions and advocate for fair outcomes and sector sustainability.

NCOSS spoke with Narelle Clay, CEO of Southern Youth and Family Services (SYFS).

1. Tell me about how Southern Youth and Family Services got started.

It started way back in 1979 when a group of locals, including a local church, were worried about the number of young people who were running away from home or government institutions. And so they opened a refuge in a little old house, which was owned by Wollongong Council.

They always had a view of trying to connect with family—to see if the young people could return home, if that was safe—and always tried to be involved in the local community. The work we still do is about making sure young people are housed safely, but that we also engage with family wherever it's safe and possible.

2. How has it evolved and what kind of services do you offer now?

Our first building was inadequate. It leaked, it was terrible. So we got funding to build the crisis youth refuge that is still in Wollongong today. It was quite a luxurious building that had individual rooms and communal areas.

Then we started looking at the gaps. What else could we do? There were great informal partnerships across the whole community of the Illawarra, and we evolved into attracting funding that has led to an integrated model.

We got funding from the NSW Government for a family counsellor to help the families and young people be restored to each other or to be reconciled. We started an education and employment training focus way back in the early days, and always we had referral, advocacy, information and skills development as part of what we did.

In the late 80s, we developed a partnership with the local health district. Senior psychologists came and met with us each week to talk about the young people and to help ensure mental health and other health services were provided.

We're now the largest youth specialist community housing provider in Australia. I think this gradual development — identifying need and building on it, is a really important part of the success of this organisation.

3. Is it getting harder for young people in Wollongong to find secure and affordable housing?

It was hard then for young people to get housing, but not as hard as it is now. And the difference now is the extreme cost of housing, the lack of affordable housing for people on low incomes, and the cost-of-living crisis, which we've been experiencing for the last few years.

Right now, just as an example, in the last financial year, we received almost 4000 referrals for young people, just for accommodation, and we were able to only provide about 2300 with accommodation or placement. So, we're only meeting about 58% of that need. We try and do other things with them and hold on to them until we can find them somewhere. But really, the cost of housing is out of the reach of most young people.

4. For staff who work at SYFS, how has the complexity of their roles changed over the years?

Case complexity, intensity and expectations have changed and increased massively.

About 62% of all the young people who present to us have stated that they have experienced some form of abuse. The reports of family breakdown is higher than it used to be. About 75% of the people coming to be supported state they've experienced a family breakdown of some description. Fifty per cent have said they've been evicted, either by their friends, family or landlords. Seventy-one per cent said they simply cannot find affordable accommodation because they have low income or no money. Ninety-two per cent say they have significant financial problems, and 50% state they have some form of mental health issue.

Many of these barriers are structural. For example, the level of poverty that these young people experience, and their lack of secure housing. Employment has changed, it's often casual work.

We need more secure jobs and to move away from casual work, and we need affordable housing. So without all of those things, it's really hard to effect positive lifestyle change and deal with some of the individual issues they're facing.

I think the other thing that's added complexity is there are increased risks for staff in regard to work, health and safety. We have competing issues of trying to work with people who need more support and may be angry and at times, may be violent, but also trying to ensure workers have safe workplaces.

5. The Fair Work Commission has proposed a model for the SCHADS Award that is based on the aged care award. What’s your response to this?

This decision very disappointing. We all support reform that simplifies and strengthens the SCHADS award, eliminates gender-based undervaluation and improves equity.

However, the current provisional decision doesn't achieve what I think it was meant to achieve. I think it's undermining both workforce equity and service sustainability. I think it will affect recruitment in an already thin labour market.

Low pay for such complex and professional work is really a worry. And the current decision could, in fact, lower pay in some categories. People are already choosing not to do this work because of the expectations and the responsibility. They are seeking higher paid work in other jobs where the expectations aren't as high. I think the decision in its current interim form undervalues the complexity of the work. It refers to it as care work, and I don't think that describes the diversity and intensity of the work.

In saying all of that, I am really hopeful that the Fair Work Commission will look at the evidence that will be provided over the next couple of months and will see that there's another way to address their decision for a more appropriate result in our sector.

As part of NCOSS’ 90th Anniversary celebrations in 2025, we’re launching the NCOSS Excellence, Vision & Advocacy Awards.

Known as the EVAs, the awards are a nod to social justice icon and former NCOSS CEO Eva Cox. The EVAs recognise and honour the excellence, positive impact, vision, dedication, advocacy and courage of individuals and organisations in the NSW Social Service Sector.

There are four award categories:

Excellence & Impact: Organisation
Excellence & Impact: Leadership
Excellence & Impact: Frontline Worker
Amir Bodenstein Lived/Living Experience Individual Honorary Recognition.

To find out more, or to nominate someone you know, go to the NCOSS website.

Winners will be announced at NCOSS’ 90th Anniversary cocktail event, held at the Australian Museum in Sydney, on Tuesday 28 October 2025 at 5pm. You are welcome to join us and help celebrate. Tickets are limited, so please book now to avoid missing out.

The NSW Council of Social Service seeks an experienced Director of Operations to lead our operational team as we build on an impressive legacy and continue our work towards a NSW free from poverty.

Reporting to the CEO, you'll oversee the day-to-day operations of the organisation and lead all operational functions, including governance, human resource management, contract management, compliance, IT systems, and facilities management. This is a strategic leadership role where you'll ensure operational excellence while supporting our mission-driven work.

Please read the full position description and information on how to apply at our website.

New research by the Australian government shows that while internet access is improving nationwide, many people are still being left behind. Those most affected include low-income households, First Nations communities, seniors, unemployed people, people with disability and people with lower educational attainment. Affordability also remains a barrier with 40% of people reported being unable to afford the internet at home.

These findings mirror NCOSS’ cost of living in NSW and virtual care research, where we called on the government to invest in targeted programs to overcome digital exclusion. Promisingly, the NSW government is responding through their Digital Inclusion Strategy.

This week the network of Council of Social Services (COSS) will be lodging a joint submission into the review of the SCHADS Award. The joint submission represents the voices of the sector that the COSS Network supports. It has been informed by consultation including the COSS sector survey on the SCHADS review (held between 13-27 Aug) and other research studies.

The FWC has published a number of submissions on the SCHADS on its webpage on Gender Undervaluation – useful if you are considering a short submission, or to monitor what the others in the sector are saying .

We will keep you updated on any developments in the coming weeks. If you have any queries in the meantime, please contact Justine Lee at justine@ncoss.org.au.  

The NSW Government’s Flood Recovery Information page has up-to-date information on disaster support available, including new Housing Support Package for NSW Mid North Coast and Hunter floods.

NSW Reconstruction Authority is seeking information from social service organisations in areas impacted by the May severe storms and flooding in the Mid North Coast and Hunter regions. How are recent disasters affecting your service, your clients and local communities? This information will be used to identify community health and wellbeing needs. The survey takes 10-15 mins to complete. Take the survey here.

The NCOSS Flood & Storm Resources page is regularly updated with information to help you support your community.

The NSW Government has approved the recommissioning approach of the Targeted Earlier Intervention (TEI) and Family Connect and Support (FCS) programs for a term of 5.5 years from 1 January 2026 to 30 June 2031, under the new program name – the Community and Family Support (CAFS) program.

This decision will see 96% of existing TEI contracts and 100% of FCS contracts invited to negotiate a new contract under the CAFS program, with the remaining 4% of existing TEI contracts to cease as of 31 December 2025.

This recommissioning decision will also deliver at least 15% investment of CAFS funding in Aboriginal Community Controlled Organisation service delivery, doubling previous investment.

DCJ requests that until such time as service providers receive their letters, all immediate questions from the sector be directed to the TEI mailbox in the first instance tei@dcj.nsw.gov.au.

Together with community, business and industry, councils and government agencies, the NSW Reconstruction Authority is developing the state's first multi-hazard Disaster Adaptation Plan for the Northern Rivers region.

They are seeking input and feedback from across the region to develop a plan that reflects local knowledge, values and lived experience.

There will be a range of opportunities to have your say and help inform the development of the plan.

Join the Community Reference Group or share your views in other ways.

Find out more at this link.

How a ‘Village’ Approach Can Support Infant and Toddler Mental Health
Australian Institute of Family Studies
On Demand, online
Free, Register here

This webinar will discuss how to work collaboratively with families to engage with their ‘village’ and promote infant and toddler mental health.

This webinar will help you:
• Understand the influence of infant and toddlers’ ‘village’ on their mental health
• Consider what factors might help or hinder a family’s connection to their infant and toddlers’ ‘village’
• Support parents to make sense of their infant and toddlers’ behaviours and what might be happening in their child’s inner world
• Consider how collaboration can support the parent-child relationship, day-to-day caregiving and resilience after adversity.

Embedding Children’s Voices in Our Practice and Organisational Policy
LEAD Professional Development
16 September, Penrith Civic Centre
$90-$150 | Register here

Join a transformative full-day symposium that will strengthen our collective commitment to embedding children’s voices in every interaction, practice, and policy.

This event is designed to build sector-wide consistency and capability ensuring that children are not only heard, but that their voices actively shape the services, systems, practices, and cultures that affect them.

Bringing together practitioners, leaders, and policy makers from across the community sector, this symposium will explore how children’s voices can influence program design, guide policy development, and strengthen organisational culture to create truly child-safe, rights-based environments.

Self-Care for Aboriginal & Torres Strait Islander Workers

LEAD Professional Development

27 November, Seven Hills
Free - $45 | Register here

From an Aboriginal and Torres Strait Islander perspective, health and wellbeing are more than just about your own physical wellbeing. It includes the social, emotional and cultural wellbeing of the whole community.

During this workshop we will explore the risks of compassion fatigue, burnout and vicarious trauma with a view to growing your resilience and strength in ways that will help you keep track of, account for and assist in resisting the negative outcomes of working with people experiencing trauma.

Community Road Safety Grant
Closing Date: 15 September 2025

Transport for NSW Community Road Safety Grants help community groups across NSW to implement small scale, local projects to increase road safety awareness and encourage safer behaviours on our roads.

Grants up to $5,000 are available for local community road safety projects aiming to increase road safety awareness in specific community groups or locations.

A limited number of $30,000 road safety grants are also available to larger projects with broader reach within the community.

For more information, please visit the grant information page.

Elsa Dixon Aboriginal Employment Grant
Closing Date: 30 September 2025

The Elsa Dixon Aboriginal Employment Grant adopts a number of strategies to develop and support Aboriginal people through the creation of training and employment opportunities.

Promoting diversity, innovation and service responsiveness in the NSW workforce, the Elsa Dixon Aboriginal Employment Grant subsidises the salary, development and support costs of Aboriginal employees in public service agencies, local government authorities and Aboriginal community controlled organisations.

For more information, please visit the grant information page.

Gambling Harm Prevention Grants
Closing Date: 20 October 2025

Applications open on 8 September. Funding to support the creation of culturally relevant social media content about gambling harm, developed in partnership with young Aboriginal people.

The grants aim to:

empower Aboriginal young people to start conversations about how gambling affects them and their communities
raise awareness about gambling harm among Aboriginal young people
support the development of engaging, culturally meaningful and community-informed social media content
build community capacity to co-design and deliver awareness campaigns about gambling harm
learn how social media campaigns on this issue can make a difference.

For more information, please visit the grant information page.

16 Days of Activism 2025
Closing Date: 3 September 2025

The NSW Government is supporting the prevention of Domestic, Family, and Sexual Violence (DFSV) at the local level through annual grants to communities across the state.

There are three key objectives of the 16 Days of Activism Prevention Grant Program:

Increase awareness in the community about the primary prevention of domestic, family violence and sexual violence by tailoring initiatives to address the four gendered drivers of violence outlined in the Change the Story framework by Our Watch.
Reinforce messages about positive behaviours and social norms rejecting violence against women.
Engage local groups, organisations – including men's organisations – and schools in leading efforts for change.

For more information, please visit the grant information page.

Some of the latest from our Jobs Board:

Director of Operations (Sydney CBD) NCOSS - VIEW JOB

Senior Project Officer - Family Inclusive AOD Services (North Sydney) Carers NSW - VIEW JOB

Project Officer, StreetCare (Sydney CBD) Justice and Equity Centre - VIEW JOB

Program Manager - Homelessness (Griffith) The Salvation Army - VIEW JOB

Director, QLife (Sydney CBD) LGBTIQ+ Health Australia - VIEW JOB

Aboriginal Family Worker (Western Sydney) Junaya Aboriginal Corporation - VIEW JOB

Manager (Mid North Coast) Connecting Neighbourhood Centres of Bellingen Shire - VIEW JOB

Team Leader – Multicultural Peer Navigation (Sydney CBD) ACON - VIEW JOB

Intake Case Worker (Greater Blue Mountains) Blue Mountains Women's Health & Resource Centre - VIEW JOB

NCOSS gives its members the opportunity to share their stories, research, resources, events and more through NCOSS eNews. If you have something to share with the sector, send through a short blurb (50-70 words), image (250 x 250px) and relevant links to info@ncoss.org.au.

We will endeavour to add it to an edition of NCOSS e-News (goes out every fortnight on Wednesday morning). Deadline for content is 5:00pm on Monday, the week of publication. The next deadline is Monday, 15 September 2025.