Tracking User Satisfaction with ComLink+, Including Experience with Family Coaches

Ms Hazlina Abdul Halim asked the Minister for Social and Family Development (a) how the Ministry tracks user satisfaction with ComLink+, including families' experience with family coaches; and (b) how the Ministry ensures consistent service quality and responsiveness of family coaches across all regions.

ComLink+ supports lower-income households in achieving outcomes in Stability, Self-reliance and Social Mobility (3S). The goal is ultimately for the families to make progress across six domains: income security, children's development and education, housing, family functioning, financial resilience and health. While the Ministry of Social and Family Development (MSF) does not formally collect feedback from ComLink+ families on their experience with their family coaches, any families with specific feedback can provide them to their SSOs.

New family coaches are put through structured foundational training to build competencies in family assessment frameworks, engagement techniques (including motivational interviewing and cultural competency) and stakeholder collaboration. MSF has also developed a Practice Guide to codify good practices when working with ComLink+ families. Family coaches endeavour to adopt a firm yet empathetic approach while providing support to help families progress towards their goals. This approach focuses on achieving effective interventions and sustainable outcomes.