This document summarizes a service user engagement project run by the Stronger Communities Programme. The project aims to develop a model for meaningful engagement of hard to reach groups in planning and delivering services. In year 1, it monitored 3 pilot projects involving hard to reach groups and produced research. In year 2, it developed a policy for user involvement and a toolkit. In year 3 it provided training on user involvement. The document discusses methods for involvement, evaluation, and making engagement accessible. It aims to empower users to shape and monitor public services through engagement training.

1. Stronger Communities Programme:
Service User Engagement Project
Question - Why do we need to engage?
Can you give us one example of:
1. When engagement has worked well for you
2. When engagement has not worked well

2. Stronger Communities Programme:
Service User Engagement Project
Project Aim
To develop a model of meaningful service user/member
engagement for Voluntary and Community and Public
Sector organisations across Devon
Project purpose
To increase the involvement, engagement and influence
of individuals who are traditionally hard to reach/hear in
the planning and delivery of all services, buildings, new
developments and open spaces across the county.

3. Stronger Communities Programme:
Service User Engagement Project
What were the Outcomes?
Year 1: To monitor and evaluate 3 pilot projects aimed at
‘Hard to Reach’ groups in Devon and produce a
robust user-led research evidence base.
Year 2: To develop a policy for ensuring meaningful user
involvement and evaluate implementation. Also to
start developing a toolkit for good practice
Year 3: To provide training and development programmes
around service user involvement in Devon and
identify new opportunities for service user
involvement.

4. Stronger Communities Programme:
Service User Engagement Project
Agreed definition
Definition of ‘Hard to Reach’ individuals:
Individuals who are difficult to contact or involve in
consultation and whose views may be
underrepresented. This could be the result of
physical/geographic, cultural or social barriers which
they faces, or because conventional methods for
engaging them have been inadequate.

5. Stronger Communities Programme:
Service User Engagement Project
What are your Has this work
What are your
aims? already been
aims?
done?
How will the Who do you want
information be Planning to involve and
used? why?
Do you have
What method will
appropriate time
you use?
and resource?

6. Stronger Communities Programme:
Service User Engagement Project
Involvement
Methods

7. Stronger Communities Programme:
Service User Engagement Project
Research and Organise the
Research and
Consultation engagement
Consultation
activity
Remember …. Tell people about
Accessible Process the engagement
communication activity
Complete the
Remember …
activity and write
expenses?
up results

8. Stronger Communities Programme:
Service User Engagement Project
Evaluate the
Evaluate the
engagement Provide feedback
engagement
activity on the outcomes
activity
Remember ….
Track and share
Tell people what Outcomes your decisions
happened next
Give people
Remember ….
opportunity to
Use a suitable
respond to
feedback form
feedback

9. Stronger Communities Programme:
Service User Engagement Project
Understand your
Understand your
audience Easy Read
audience
Audio descriptive Make it accessible Speech to Text
Use traffic light
BSL interpreter –
cards for
DVD based
meetings

10. Stronger Communities Programme:
Service User Engagement Project
Empowerment through Engagement Training
• Assists public sector service providers in effectively
engaging and involving service users in shaping
and monitoring those services.

11. Stronger Communities Programme:
Service User Engagement Project
Question - What do you think the difference is
between ‘Enabling’ and ‘Empowering’

12. Stronger Communities Programme:
Service User Engagement Project
Any questions ?