service user engagement

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


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.


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.


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.


PlanningHow will the

information be used?

What are your aims?

What are your aims?

Has this work already been

done?

Do you have appropriate time and resource?

Who do you want to involve and

why?

What method will you use?


Involvement Methods


ProcessRemember ….

Accessible communication

Research and Consultation

Research and Consultation

Organise the engagement

activity

Complete the activity and write

up results

Tell people about the engagement

activity

Remember … expenses?


Outcomes Remember ….

Tell people what happened next

Evaluate the engagement

activity

Evaluate the engagement

activity

Provide feedback on the outcomes

Give people opportunity to

respond to feedback

Track and share your decisions

Remember …. Use a suitable feedback form


Make it accessible Audio descriptive

Understand your audience

Understand your audience Easy Read

BSL interpreter – DVD based

Speech to Text

Use traffic light cards for meetings


Empowerment through Engagement Training

• Assists public sector service providers in effectively engaging and involving service users in shaping and monitoring those services.


Question - What do you think the difference is between ‘Enabling’ and ‘Empowering’


Any questions ?

service user engagement

Documents