Lambeth Violence Against Women and Girls Customer Insight Project
Background <ul><li>Current guidance from central and regional government is that DV should be considered alongside other f...
Project Aims <ul><li>Feedback from service users to inform our VAWG strategy and service planning commissioning. </li></ul...
Customer Insight tools <ul><li>Cognitive interviewing techniques-one to one sessions  </li></ul><ul><li>Focus groups -incl...
Achievements <ul><li>Focus Groups </li></ul><ul><ul><li>14 focus groups held  </li></ul></ul><ul><ul><li>both general (ope...
Service User World Café   <ul><li>Informal café style approach </li></ul><ul><li>32 women attended and focused on: </li></...
Service Provider World Café   <ul><li>35 professionals attended the service provider world café.  </li></ul><ul><li>Feedba...
Involving the Police  <ul><li>Police are seen by women as one the main agencies that can “stop the violence” </li></ul><ul...
Embedding the CI project in our strategic approach and future plans   <ul><li>CI feedback is incorporated in the Lambeth V...
Contact details <ul><li>Jade Holvey </li></ul><ul><li>Domestic Violence Coordinator </li></ul><ul><li>Community Safety Ser...
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B3 jade holvey

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B3 jade holvey

  1. 1. Lambeth Violence Against Women and Girls Customer Insight Project
  2. 2. Background <ul><li>Current guidance from central and regional government is that DV should be considered alongside other forms of gender based violence: </li></ul><ul><ul><li>Mayor of London’s strategy “The way forward. A call for action to end violence against women and girls” </li></ul></ul><ul><ul><li>Coalition Government’s publication “Call to End Violence against Women and Girls” strategic narrative– November 2010 with a full Strategy due on 8 March 2011 </li></ul></ul><ul><li>There are 8 strands that make up the Violence against Women and Girls agenda: </li></ul><ul><ul><li>domestic violence </li></ul></ul><ul><ul><li>sexual violence </li></ul></ul><ul><ul><li>stalking </li></ul></ul><ul><ul><li>trafficking </li></ul></ul><ul><ul><li>prostitution </li></ul></ul><ul><ul><li>female genital mutilation </li></ul></ul><ul><ul><li>forced marriage </li></ul></ul><ul><ul><li>crimes said to be committed in the name of ‘honour.’ </li></ul></ul>
  3. 3. Project Aims <ul><li>Feedback from service users to inform our VAWG strategy and service planning commissioning. </li></ul><ul><li>Based on the ‘tell us once’ principles, aim to reduce the number of ‘ineffective’ contacts that victims of violence have to make before getting the services they need. </li></ul><ul><li>To seek the views of women, stakeholders and partners to establish whether a “one stop VAWG service” model should be developed in Lambeth. </li></ul><ul><li>Increase our understanding of any unmet needs/gaps in service-address these through service commissioning i.e. what services do women want/where/when/how. </li></ul><ul><li>To determine what an effective communications strategy would look like i.e. who should we target/ where should target. </li></ul>
  4. 4. Customer Insight tools <ul><li>Cognitive interviewing techniques-one to one sessions </li></ul><ul><li>Focus groups -including customer journey mapping </li></ul><ul><li>Use of creative workshops to engage women i.e. personal safety training and building self esteem sessions </li></ul><ul><li>Distribution of 2000+ post cards </li></ul><ul><li>Street based interviews </li></ul><ul><li>World Café-service user and service provider </li></ul><ul><li>Stakeholder interviews </li></ul>
  5. 5. Achievements <ul><li>Focus Groups </li></ul><ul><ul><li>14 focus groups held </li></ul></ul><ul><ul><li>both general (open to all women) and specific (for specific groups of women) </li></ul></ul><ul><ul><li>Specific groups that have taken place include traveller women, women involved in prostitution, BAMER women, young women and women who have experienced domestic violence </li></ul></ul><ul><ul><li>65 women have attended focus groups </li></ul></ul><ul><li>Individual interviews </li></ul><ul><ul><li>conducted with service users who did not want to be part of a focus group </li></ul></ul><ul><ul><li>15 women have attended these interviews </li></ul></ul><ul><li>Post card distribution </li></ul><ul><ul><li>In order to obtain a large amount of information from women about their ideal service, 2,200 self-addressed postcards have been printed and distributed to a variety of services including GPs, specialist VAWG services, libraries, mother and toddler groups, and housing offices. </li></ul></ul>
  6. 6. Service User World Café <ul><li>Informal café style approach </li></ul><ul><li>32 women attended and focused on: </li></ul><ul><li>Customer journey mapping- designed to map women’s help-seeking, who they disclosed to and referrals that arose from these disclosures (positive/negative) </li></ul><ul><li>Groups discussions about experiences of accessing help, the key messages they wanted service providers to hear and to outline their vision of a world where everyone was committed to helping end VAWG </li></ul><ul><li>Additional creative activities took place to further capture feedback: </li></ul><ul><ul><li>Postcards: the printed postcards were filled out by attendees </li></ul></ul><ul><ul><li>T-shirts and posters: women were asked to think of a design and/or slogan to raise awareness of violence against women and girls </li></ul></ul><ul><ul><li>Dear Sister: women were invited to write a letter to a woman who was suffering as she was, with the purpose of offering some words of comfort and support </li></ul></ul>
  7. 7. Service Provider World Café <ul><li>35 professionals attended the service provider world café. </li></ul><ul><li>Feedback from the service users was provided and professionals were then asked to consider: </li></ul><ul><ul><li>What can you / your agency contribute towards monitoring and evaluating the impact of Lambeth VAWG strategy? What would success look like? What indicators should there be? </li></ul></ul><ul><ul><li>What would an effective VAWG communications strategy look like? Who would be the target audiences? What might the key messages be? </li></ul></ul><ul><ul><li>What responsibility can your agency take regarding women with chaotic / complex lives? </li></ul></ul>
  8. 8. Involving the Police <ul><li>Police are seen by women as one the main agencies that can “stop the violence” </li></ul><ul><li>During customer mapping when asked what agency “made the difference” a large percentage said the Police </li></ul><ul><li>Feedback highlights that a negative experience of a Police response in another borough has an impact on whether women would report a crime in Lambeth </li></ul><ul><li>CI feedback report will be provided to the Metropolitan Police Authority (MPA) to inform future practise </li></ul>
  9. 9. Embedding the CI project in our strategic approach and future plans <ul><li>CI feedback is incorporated in the Lambeth VAWG strategy-strategy to be launched April 2011 </li></ul><ul><li>Plans to commission a “one stop” VAWG service delivery model-unmet needs/gaps addressed in proposed commissioned model </li></ul><ul><li>Operational challenges fed back to VAWG strategic group and agency leads in order to improve service delivery-statutory services in particular </li></ul><ul><li>Lambeth VAWG conference </li></ul>
  10. 10. Contact details <ul><li>Jade Holvey </li></ul><ul><li>Domestic Violence Coordinator </li></ul><ul><li>Community Safety Service </li></ul><ul><li>London Borough of Lambeth </li></ul><ul><li>Email: [email_address] </li></ul><ul><li>Phone: 020 7926 4877 </li></ul>

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