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How Consumer Participation can transform and organisation
UnitingCare ReGen is the leading alcohol and other drug (AOD) treatment and education agency of UnitingCare Victoria and Tasmania. ReGen is a not-for- profit agency, which has over 40 years experience delivering a comprehensive range of AOD services to the community.
Our purpose is reduce alcohol and other drug(AOD) related harm, and promote health and wellbeing.
Consumer 
Participation 
Transforms an 
Organisation 
The ‘How’ of Consumer Participation
The Position of Consumer Participation Facilitator
Consumer Participation Leadership Group
Getting things sorted 
Networking in and outside of ReGen 
Getting to know ReGen services 
Understanding Communication Systems 
Using Communication Systems 
Knowledge of Current Policy and Procedures 
Understanding the systems for establishing policy.
Audit completed and organisation assessed in accordance to a rating scale 
Consumer Participation Project Plan
Establishment of Policy Procedure and Forms 
Client Charter 
Client Feedback 
Complaints 
Consumer Participation 
Consumer Consultant Recruitment 
Consumer Code of Conduct 
Payment forms 
Staff Orientation 
Media 
Strategic Plan
Strategic Plan 2014- 2017 
Strengthen Collaboration 
Work with people with AOD issues, 
families and communities to ensure 
they have a great voice in our 
Services and advocacy.
Communicating Consumer Participation Activities
A monthly update
Consumer Participation on the Web 
Consumer Participation 
Google
Presentations and Networking Outside the Agency 
Presentations 
APSAD 
Turning Point Education Unit 
VAADA network 
APSU Peer Practice Network 
APSU Peer Helper Training 
Networking 
North Western Mental Health Services 
Knox Community Health Service 
NEAMI 
Mental Illness Fellowship 
Harm Reduction Victoria 
APSU
Consumer Participation and Social Media
Barriers 
•Staff experience of Consumer Participation 
•Assumptions regarding Consumer Participation practice 
•Money 
•Organisational history and culture
Projects
International Overdose Awareness Day 
International Women’s Day 
Methamphetamine Symposium 
World Social Work Visit
Consumer Presenting during Training 
Frontline Staff Welcoming Training 
Consumer Participation Training
Participation in the Development of the Strategic Plan
Welcoming
Checking Consumer experience of screeners and registration
Consumer Database 
•Meeting the consumer or presenting to a group of consumers. Consumer can include family 
members of significant others. 
•When interested, obtaining their details 
•Details or put into a database 
•Sent out regular updates and information 
regarding consumer participation activities within and outside the organisation.
Consumer Participation Training 
Presenters include ReGen executive management as well as representatives from Harm Reduction Victorian (HRV) and the Association of participating Service Users(APSU)
Recruitment Process for Consumer Consultants
Consumer Consultants and Systems
Peers support Torque 
participants whilst they 
complete a comprehensive 
survey at the beginning and 
the end of this 6 week 
Community rehabilitation 
program. 
This role also includes 
delivering presentations 
during check in and 
information nights. 
Peer Support
Where to from here?

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How Consumer Participation can transform and organisation

  • 2. UnitingCare ReGen is the leading alcohol and other drug (AOD) treatment and education agency of UnitingCare Victoria and Tasmania. ReGen is a not-for- profit agency, which has over 40 years experience delivering a comprehensive range of AOD services to the community.
  • 3. Our purpose is reduce alcohol and other drug(AOD) related harm, and promote health and wellbeing.
  • 4. Consumer Participation Transforms an Organisation The ‘How’ of Consumer Participation
  • 5. The Position of Consumer Participation Facilitator
  • 7. Getting things sorted Networking in and outside of ReGen Getting to know ReGen services Understanding Communication Systems Using Communication Systems Knowledge of Current Policy and Procedures Understanding the systems for establishing policy.
  • 8. Audit completed and organisation assessed in accordance to a rating scale Consumer Participation Project Plan
  • 9. Establishment of Policy Procedure and Forms Client Charter Client Feedback Complaints Consumer Participation Consumer Consultant Recruitment Consumer Code of Conduct Payment forms Staff Orientation Media Strategic Plan
  • 10. Strategic Plan 2014- 2017 Strengthen Collaboration Work with people with AOD issues, families and communities to ensure they have a great voice in our Services and advocacy.
  • 13. Consumer Participation on the Web Consumer Participation Google
  • 14. Presentations and Networking Outside the Agency Presentations APSAD Turning Point Education Unit VAADA network APSU Peer Practice Network APSU Peer Helper Training Networking North Western Mental Health Services Knox Community Health Service NEAMI Mental Illness Fellowship Harm Reduction Victoria APSU
  • 16. Barriers •Staff experience of Consumer Participation •Assumptions regarding Consumer Participation practice •Money •Organisational history and culture
  • 18. International Overdose Awareness Day International Women’s Day Methamphetamine Symposium World Social Work Visit
  • 19. Consumer Presenting during Training Frontline Staff Welcoming Training Consumer Participation Training
  • 20. Participation in the Development of the Strategic Plan
  • 22. Checking Consumer experience of screeners and registration
  • 23. Consumer Database •Meeting the consumer or presenting to a group of consumers. Consumer can include family members of significant others. •When interested, obtaining their details •Details or put into a database •Sent out regular updates and information regarding consumer participation activities within and outside the organisation.
  • 24. Consumer Participation Training Presenters include ReGen executive management as well as representatives from Harm Reduction Victorian (HRV) and the Association of participating Service Users(APSU)
  • 25. Recruitment Process for Consumer Consultants
  • 27. Peers support Torque participants whilst they complete a comprehensive survey at the beginning and the end of this 6 week Community rehabilitation program. This role also includes delivering presentations during check in and information nights. Peer Support
  • 28. Where to from here?