This report collates the results of interviews conducted with CEOs, front line workers and youth to provide an overview of the key elements of successful programs across 8 organisations providing direct services to young people in New South Wales. The most common approaches used across organisations were: rights based, client centered, strengths based, trauma informed, and culturally safe. There was confusion about rights-based approaches and its terms and whether they apply it – if participants said they did apply it, it was more about being aware that young people have rights. 

More work is needed in the area of working with young people with disability and CALD. Elements that participants thought need to be trained and included in key tenets of youth work included: child and youth safety, inclusive practice, community development, and client centred/focused.

Key findings 

• Relationship building is crucial.
• Soft entry and hub models are central to youth work. Young people said it provides them with a safe, inclusive space, particularly for those who have had negative experiences with adults and government agencies.
• Young people felt respected when services and workers had a quick response time of 24-48 hours.
• Young people were very appreciative for practical supports like help finding employment, life skills and assistance with filling out government forms and services like Centrelink.
• For many young people, the role the organisation played in providing friends and opportunities to meet other like-minded young people was one of the key reasons they engaged with the organisation.

Key techniques for youth workers

• Follow up with young people on what they had raised earlier.
• Open door management style for workers.
• Display artwork of young people and clearly label that it was done by a young person.
• Ask young people what the key things are they want to improve in their lives.
• Ensure that young people have support with their government agency forms and meetings.
• Collate the feedback that workers are gathering in one-on-one interactions and present in staff meetings.
• Hold focus groups with clients about what is working and what is not working with the service at least annually.