The last time her husband hit her elder son in early 2022, the mother, in her 40s, had no one to turn to. When it happened again in mid-2025, she did.

She called a person she knew well.

That person is Janice Ang, who had been supporting her and her family for more than two years – checking in through text messages to follow up as and when needed, and meeting them every three months since late 2023.

Ang, 36, works as a family coach at the Ministry of Social and Family Development (MSF) Social Service Office (SSO) at Toa Payoh, which connects residents with financial assistance and social support services.

She went over to their home after the call and supported the mother in filing a police report, Ang recalls. The priority was ensuring the child’s safety.

What followed was a coordinated response across MSF – including the National Anti-Violence and Sexual Harassment Helpline, a 24-hour helpline to report violence – and its community partners.

Today, father and child attend separate counselling sessions at a Family Service Centre (FSC). They may consider attending counselling sessions together at a later stage, depending on the family’s circumstances. FSCs are community-based social services that support vulnerable individuals and families with social and emotional issues. 

“Intervention can be a turning point, an opportunity for families to work through their issues (with) professional support,” says Ang. That support extends beyond family coaches.

“It has to be the bigger community – the partners, organisations and volunteers,” says Ang, whether it is keeping families safe from violence, helping them find stable work and housing, supporting caregivers, or building strong family bonds.

"Together, we are able to offer families more holistic support… (and) address the different dimensions of a family’s needs.”

Working towards “better”

Much of Ang’s work is focused on helping lower-income families move towards steadier ground, whether it is finding a stable job or owning a home. Family coaches typically stay with households through the move from public rental flats to home ownership, and until their youngest child turns 21.

She draws up action plans with them based on their goals, and supports them in navigating a network of resources.

Ang, who has two sons aged seven and five, has worked with nearly 60 families since joining MSF in 2023.

One example is Norasitah Mohd Tahir, 41, and her 2½-year-old daughter. Norasitah once juggled managing a home-based catering business and caring for her infant daughter on her own. Income was unstable, she says, and she often worried about having enough money for food and diapers. 

What does “better” look and feel like? MSF family coach Ang shares examples and resources across five focus areas: