Service user engagement

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Service user engagement

  1. 1. Stronger Communities Programme: Service User Engagement ProjectQuestion - 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. 2. Stronger Communities Programme: Service User Engagement ProjectProject Aim To develop a model of meaningful service user/member engagement for Voluntary and Community and Public Sector organisations across DevonProject 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. 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 practiceYear 3: To provide training and development programmes around service user involvement in Devon and identify new opportunities for service user involvement.
  4. 4. Stronger Communities Programme: Service User Engagement ProjectAgreed definitionDefinition 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. 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 wantinformation be Planning to involve and used? why? Do you have What method will appropriate time you use? and resource?
  6. 6. Stronger Communities Programme: Service User Engagement ProjectInvolvementMethods
  7. 7. Stronger Communities Programme: Service User Engagement Project Research and Organise the Research and Consultation engagement Consultation activityRemember …. Tell people about Accessible Process the engagementcommunication activity Complete the Remember … activity and write expenses? up results
  8. 8. Stronger Communities Programme: Service User Engagement Project Evaluate the Evaluate the engagement Provide feedback engagement activity on the outcomes activity Remember …. Track and shareTell people what Outcomes your decisionshappened next Give people Remember …. opportunity to Use a suitable respond to feedback form feedback
  9. 9. Stronger Communities Programme: Service User Engagement Project Understand your Understand your audience Easy Read audienceAudio descriptive Make it accessible Speech to Text Use traffic light BSL interpreter – cards for DVD based meetings
  10. 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. 11. Stronger Communities Programme: Service User Engagement ProjectQuestion - What do you think the difference is between ‘Enabling’ and ‘Empowering’
  12. 12. Stronger Communities Programme: Service User Engagement Project Any questions ?

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