Emotional labour and befriending in family support and child protection in Tower Hamlets

This paper describes the emotional labour and befriending of families in East London by Family Support Workers (FSWs). The study is derived from an evaluation of the Family Welfare Association's Tower Hamlets Family Support Service. A key finding is that engaging the emotions of families enables high quality and effective support in the family home. FSWs win trust and elicit narratives from families, particularly from mothers and children. The narratives of families are a rich source of informing better practice. In line with Government objectives, the participatory work of FSWs helps to balance understanding on family support, health and child protection. According to Government and research, the early identification of child protection issues is particularly important in mitigating their worst effects. FSWs gain trust and early disclosure on child protection cases. This prevents child care problems from deteriorating into child protection issues. FSWs also act as informal advocates and help to balance social service assessments with the views of families. FSWs take a proactive, non‐stigmatizing, non‐intrusive approach to families. FSWs are sensitive and responsive to the emotions, ethnicity and specific needs of families.