Not all heroes wear capes – some connect with a child in crisis, or a family experiencing violence, and change their world. Here’s what happens for social workers on the frontline.
When child protection hits the news, it’s usually about a crisis – stories of challenges in the system, heartbreaking cases, and the tough reality of keeping kids safe.
But behind those headlines, there are people like Michelle Harkness, a Child Wellbeing Practitioner with the Department of Human Services’ (DHS) Safer Family Services, working every day to stop families from reaching that breaking point in the first place.
What DHS Safer Family Services actually does
DHS Safer Family Services (SFS) is the largest service provider in the state’s Child and Family Support System (CFSS), working to keep children safe and well at home, connected to family, community, and culture.
Its programs focus on early intervention, helping families facing complex challenges such as domestic and family violence, housing instability, financial hardship, substance misuse, and mental health conditions. It aims to support them in creating a more stable home environment for their children.
“We’re trying to step in before things get to that crisis point,” Michelle says. “It’s about giving parents the support they need so that their children can stay safe and well at home together with their families.”
“Trauma can make parenting a really, really difficult experience. And the impact that then has on children, you can imagine, is quite significant. We do see a lot of that.
“All children have the right to be safe, happy and healthy and a lot of what we do is support parents in a non-judgemental way, so that they can have a better understanding around this and work towards improving their situation.”
Most families are referred to SFS through other government agencies, meaning Michelle and her team work with parents who are already experiencing serious concerns. Their goal is to work closely with families to improve safety and wellbeing, by addressing the complex challenges they face.
Tough job, real impact
When done well, Michelle’s job can have a profound impact on people’s lives – but it’s the children and their families who are considered the real heroes by the workforce.
“Every family is different. One day, I might be helping a parent navigate mental health services; the next, I’m supporting a family experiencing domestic violence or helping a father reconnect with his children after rehab.”
These are incredibly difficult challenges for people to face and the strength they show to address these challenges with SFS’ help is to be commended.
Building trust is one of the hardest parts. “Imagine someone you don’t know coming into your home and asking about your parenting. It’s not an easy conversation to have.”
That’s where persistence – and a good sense of humour – come in. “You can’t take yourself too seriously in this job. You have to be approachable. You have to show up consistently and prove that you’re there to help, not judge.”
The moment that changed everything
One of Michelle’s most memorable cases involved a young Autistic boy whose meltdowns were causing regular lockdowns at his school.
“The paramedics were called two, three times a week,” Michelle says. “He’d be sedated, taken to the Women’s and Children’s Hospital, then discharged. And this was happening again and again.”
One day, Michelle arrived at the school during another lockdown. “The principal and teachers were watching to make sure he didn’t hurt himself, but he was completely agitated.”
Instead of standing back, Michelle made a different call.
“I got down on his level. I ended up lying down next to him and just really calmly said, ‘I know there are things going on at home, and I know you’re not feeling safe.’
“And he just started crying. I put my arm around him – he was so hot from being so angry – and in that moment, everything shifted. It was like a Hollywood moment.
“Things weren’t suddenly perfect afterward. But it was a real turning point for him – the staff saw that he could regulate, that he could come down. He just needed someone to speak to him on his level.”
More than just ‘saving’ people
Michelle is clear that her clients are the children: “It’s about making sure they’re safe, supported, and have the best chance possible.”
“It’s not about swooping in and ‘saving’ anyone. It’s about being there, being consistent, and giving parents the tools to help their children thrive.”
For every tough case, there’s a win – sometimes small, sometimes life-changing. “Some parents have never had someone actually believe in them before. Seeing them start to trust you, even just a little bit, is a win.”
Why people like Michelle choose this work
Social work is a unique challenge that isn’t the right fit for everyone. But for empathetic workers like Michelle – who says she’s always been a people-focused person – the days can be tough, but the rewards are immense.
“It can be emotionally draining,” Michelle admits. “You see things that stay with you.”
“I have a landmark I drive past on the way home, and that’s where I mentally ‘dump’ the day. It sounds silly, but it works.”
And having the right people around her is essential. My team and I always support each other and that makes all the difference.”
But even with the demands of the job, Michelle can’t imagine doing anything else. “It’s those moments when you see that lightbulb go on” – when a parent realises they can do things differently, or a child starts to feel safe – that’s what keeps you going.”
Thinking about a career in social work?
South Australia needs more people like Michelle. Services like DHS Safer Family Services are expanding, backed by ongoing government investment, and the demand for skilled social workers has never been higher.
“If you’re the kind of person who genuinely cares about people, who can be patient and have hard conversations, this could be the most rewarding job you’ll ever do,” Michelle says.
Interested? Find out more about careers in social work with Safer Family Services here. Need parenting support? Free help is available on the Adults Supporting Kids website.
