CEO Spotlight: Putting Family Voice at the Heart of What We Do

At Tree of Hope, families are at the heart of everything we do. But if we want to be truly family-led, we know it takes more than just good intentions. It means bringing families into the decision-making process, involving them in how we design and deliver our services, and ensuring their voices are heard—clearly and consistently.

Why Listening to Families Matters

The families we support—parents and carers of children with disabilities or complex medical needs—are navigating overwhelming challenges. From medical appointments, therapies, and school meetings to navigating red tape and holding down jobs, their plates are full.

When we say we want to listen, we mean it. But to do that effectively, we need to offer flexible, meaningful opportunities for families of all backgrounds to contribute—without adding pressure to their already packed lives.

Small Changes, Big Impact

We’ve already started to make some meaningful changes:

• We engaged directly with families to put their needs and experiences in the context of our strategy, to ensure it is getting to the core of what role Tree of Hope needs to play in #BridgingTheGap and we intend to keep this engagement going. 

• A parent of a disabled child now sits on our Board of Trustees. Their lived experience brings valuable insight and challenge that is helping us make better, more inclusive decisions.

• At our recent Board Strategy Day, families shared their stories and recommendations via video. Their contributions were powerful, honest, and exactly what we needed to hear.

These are just first steps, but they matter. And we’re committed to building on them.

Understanding What Families Really Need

We know every family’s situation is different. That’s why we’re focused on understanding the realities they face—not just collecting data, but building genuine insight.

To support this, we’ve introduced a new Outcomes Framework that helps us:

• Understand how families are feeling when they first come to us.

• Track changes over time.

• Ensure our support remains relevant and responsive.

This framework is already showing us where we can improve, and it's strengthening our case to funders, ensuring we direct resources where they're most needed.

Looking Ahead: Co-Producing Our Family Support Hub

As part of our three-year strategy, ‘Bridging The Gap’, we're working towards launching a Family Support Hub. This will be a space where families can:

• Access expert advice

• Get fundraising tools

• Navigate care more easily

But we’re not building this alone. Once we secure funding, we will create a paid co-production group of parents and carers to shape the design and delivery of the hub. Their input will ensure the Hub is accessible, effective, and truly family-centered.

Our Strength: Relationships That Matter

We’re a small charity, and while that comes with challenges, it also means we can build close, lasting relationships with the families we support. Our size allows us to be personal, flexible, and responsive.

We’re with families on their journeys—not just as service providers, but as partners. That closeness gives us the insight and agility we need to keep improving.

Walking the Walk on Being Family-Led

We’re still learning. Becoming a genuinely family-led organisation isn’t a one-time task—it’s a continuous commitment. But we’re proud of the progress we’re making.

This journey isn’t about asking families to do more. It’s about changing how we work, so families don’t just receive support—they help shape it.

Let’s Learn From Each Other

If you’re part of an organisation working to become more family-led, or if you have ideas on how we can improve, we’d love to hear from you. Let’s share learning and build better systems of support—together.