nw lasn client feedback group
DESCRIPTION
NW LASN Client Feedback Group. George Hatvani Service Development and Research Manager, HomeGround Services Facilitator and Chair of Client Feedback Group since March 2010. Who is Client Feedback Group? Working group of the North and West Local Area Service Network (LASN) Opening Doors - PowerPoint PPT PresentationTRANSCRIPT
NW LASNClient Feedback
Group
George Hatvani
• Service Development and Research Manager, HomeGround Services
• Facilitator and Chair of Client Feedback Group since March 2010
Who is Client Feedback Group?
• Working group of the North and West Local Area Service Network (LASN)
• Opening Doors
• Formed in March 2010
• Current members are from the following organisations:– Council to Homeless Persons Peer Educator
Support Program (CHP PESP)– Department of Human Services – Housing and
Community Building– HomeGround Services– Hope Street Youth and Family Services– Salvation Army Social Housing Service (SASHS
Western)– Wombat Housing– Yarra Community Housing/Metro West Housing
• Past members have included staff from:– Australian Community Support Organisation
(ACSO)– Hanover Welfare Services– Aged Housing Action Group (AHAG)– Salvation Army
Why do we exist?• Develop mechanisms to channel client feedback into LASN
developmental work
• Develop the sector’s capacity to hear and incorporate client feedback into organisational and regional development
• Conduct a client review of the operation of Opening Doors
• Model good practice in relation to client feedback and participation practices
Our achievements1. Analysis of current regional client participation and feedback practices:
March – July 20102. Case Study Project: November 2010
• Experiences of Homelessness in the North and West Metropolitan Region
3. Two Client Focus Groups 1. Client involvement in homelessness services: February 20112. Client experiences of Opening Doors: July 2011
4. Workshop on Client Inclusive Practice: July 20115. Cared For Enough To Be Involved – Client Participation Guide for
Specialist Homelessness Services: December 2011
Cared For Enough To Be Involved - Client Participation Guide for Specialist Homelessness Services – December 2011
The purpose of the Client Participation Guide is to:• document and share good client participation practices that are currently in place across the region, and to
• assist homelessness services to achieve such practices, taking into account relevant practice settings and service standards.
The Final Client Participation Guide was created in December 2011 and is available on the North West Homeless Network webpage
http://www.nwhn.net.au/Client-Participation.aspx
Page 1 of 7
The guide is organised in the following way:
• Background
• Purpose
• Findings from the analysis of current regional client participation and feedback practices and client focus groups
Page 2 of 7
Cared For Enough To Be Involved – Client Participation Guide for Specialist Homelessness Services – December 2011
• 10 Practice principles
• Service Standards with respect to Client participation– Homelessness Assistance Service Standards– Consumer charter for community managed housing and
homelessness services– One DHS standards
Page 3 of 7
Cared For Enough To Be Involved – Client Participation Guide for Specialist Homelessness Services – December 2011
• Challenges and suggestions to overcome them
• Case Planning– Overview of relevant standards and good practice in the region
– Suggested strategies at 3 levels of • Staff contributions• organisational contributions• LASN contributions
– Along a participation continuum from • Information, Partnership, Empowerment
Page 4 of 7
Cared For Enough To Be Involved – Client Participation Guide for Specialist Homelessness Services – December 2011
• Service delivery
– Overview of relevant standards and good practice in the region
– Suggested strategies at 3 levels of • Staff contributions• organisational contributions• LASN contributions
– Along a participation continuum from • Information, Partnership, Empowerment
Page 5 of 7
Cared For Enough To Be Involved – Client Participation Guide for Specialist Homelessness Services – December 2011
• Complaints– Overview of relevant standards and good practice in the region
• Services System Development– Overview of relevant standards and good practice in the region
• LASN strategies – 5 key activities which form part of the 2012 Client Feedback
Group Workplan
Page 6 of 7
Cared For Enough To Be Involved – Client Participation Guide for Specialist Homelessness Services – December 2011
• Practice Considerations– Client group or Practice Setting
• E.g. Young people, Aboriginal people, Women and Children who have experienced family violence, Initial Assessment and Planning, Crisis Supported Accommodation
– Special considerations– Practice suggestions
• Summary of Focus Group Findings
• Resources
Page 7 of 7
Cared For Enough To Be Involved – Client Participation Guide for Specialist Homelessness Services – December 2011
Current work of the Client Feedback Group – 2012• Promoting the use of ‘Cared For Enough To Be Involved’ – ongoing • Two Client Focus Groups on the specific aspects of the homeless service system:
– Client experiences of Interim Response 2 – May/June 2012– Emergency Accommodation – July/August 2012
• Client Participants Register – May 2012• Annual Client Surveys – September 2012• Process for feeding back the work of the group to the clients of the North and West Homelessness Service System
Contact details
• George Hatvani– [email protected]– 9 288 9721
• Copies of the Guide– http://www.nwhn.net.au/Client-Participation.aspx