Lambeth violence against women and girls customer insight project

Lambeth Violence Against Women and Girls Customer Insight Project

Background
Current guidance from central and regional government is that DV should be considered alongside other forms of gender based violence:
Mayor of London’s strategy “The way forward. A call for action to end violence against women and girls”
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
There are 8 strands that make up the Violence against Women and Girls agenda:
domestic violence
sexual violence
stalking
trafficking
prostitution
female genital mutilation
forced marriage
crimes said to be committed in the name of ‘honour.’

Project Aims
Feedback from service users to inform our VAWG strategy and service planning commissioning.
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.
To seek the views of women, stakeholders and partners to establish whether a “one stop VAWG service” model should be developed in Lambeth.
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.
To determine what an effective communications strategy would look like i.e. who should we target/ where should target.

Customer Insight tools
Cognitive interviewing techniques-one to one sessions
Focus groups -including customer journey mapping
Use of creative workshops to engage women i.e. personal safety training and building self esteem sessions
Distribution of 2000+ post cards
Street based interviews
World Café-service user and service provider
Stakeholder interviews

Achievements
Focus Groups
14 focus groups held
both general (open to all women) and specific (for specific groups of women)
Specific groups that have taken place include traveller women, women involved in prostitution, BAMER women, young women and women who have experienced domestic violence
65 women have attended focus groups
Individual interviews
conducted with service users who did not want to be part of a focus group
15 women have attended these interviews
Post card distribution
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.

Service User World Café
Informal café style approach
32 women attended and focused on:
Customer journey mapping- designed to map women’s help-seeking, who they disclosed to and referrals that arose from these disclosures (positive/negative)
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
Additional creative activities took place to further capture feedback:
Postcards: the printed postcards were filled out by attendees
T-shirts and posters: women were asked to think of a design and/or slogan to raise awareness of violence against women and girls
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

Service Provider World Café
35 professionals attended the service provider world café.
Feedback from the service users was provided and professionals were then asked to consider:
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?
What would an effective VAWG communications strategy look like? Who would be the target audiences? What might the key messages be?
What responsibility can your agency take regarding women with chaotic / complex lives?

Involving the Police
Police are seen by women as one the main agencies that can “stop the violence”
During customer mapping when asked what agency “made the difference” a large percentage said the Police
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
CI feedback report will be provided to the Metropolitan Police Authority (MPA) to inform future practise

Embedding the CI project in our strategic approach and future plans
CI feedback is incorporated in the Lambeth VAWG strategy-strategy to be launched April 2011
Plans to commission a “one stop” VAWG service delivery model-unmet needs/gaps addressed in proposed commissioned model
Operational challenges fed back to VAWG strategic group and agency leads in order to improve service delivery-statutory services in particular
Lambeth VAWG conference

Contact details
Jade Holvey
Domestic Violence Coordinator
Community Safety Service
London Borough of Lambeth
Email: [email_address]
Phone: 020 7926 4877

Lambeth violence against women and girls customer insight project

by localinsight on Mar 11, 2011

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Lambeth violence against women and girls customer insight project — Presentation Transcript