Background
The North and West Metropolitan Region LASN Client Feedback Group was established to model good practice in relation to client feedback and participation processes for homelessness services, to develop mechanisms to channel client perspectives into LASN work, and to seek clients’ views on the regional implementation of the Opening Doors Framework.
The Client Feedback Group is a working party of the North and West Metropolitan Homelessness Local Area Service Network, and is comprised of representatives of the following services:
- Australian Community Support Organisation
- Council to Homeless Persons
- Department of Human Services
- HomeGround Services
- Hope Street Youth and Family Services
- Salvation Army Social Housing Service
- Wombat Housing and Support Services
- Yarra Community Housing
Achievements
During 2010 LASN members were asked to provide their client participation policies or tools to the Client Feedback Group. . This collation contributed to an understanding of the variety and efficacy of client participation strategies that are currently in operation across the region.
It was evident from this that a variety of strategies to involve clients in all levels of service provision are in operation across the region. It also appears that many homelessness services take a multifaceted approach to client participation, recognising that no strategy is purposeful for, or accessible to, all clients. However, the client focus groups suggested that whilst clients of the regional homelessness service system are keen to be involved in decisions affecting them, the organisations with which they work and the broader service system, opportunities to do so aren’t always accessible or meaningful.
It seems that the level of participation that is currently available to clients of homelessness services ranges from receiving information that encourages involvement to acting in partnership with other stakeholders. There are opportunities for the service system and individual homelessness services to increase the extent and effectiveness of client involvement strategies.
It is envisaged that this webpage will shortly host a large number of these documents as a resource to the sector in support of quality practice in the area of client participation.
Through the Client Feedback Group, regional homelessness services have also contributed to:
- a case study project
- two client focus groups
- a workshop on Client Inclusive Practice and discussions with the Australian Housing and Urban Research Institute, the Council to Homeless Persons and Housing Sector Capacity Building, Department of Human Services.
The work of the Client Feedback Group has resulted in the creation two key documents
1. Cared For Enough To Be Involved - Client Participation Guide for Specialist Homelessness Services
2. The Value of Client Participation in Homelessness Services
Cared For Enough To Be Involved - Client Participation Guide for Specialist Homelessness Services
One of the major achievements of the North and West Metropolitan Region LASN Client Feedback Group was the creation of a Client Participation Guide for Specialist Homelessness Services. Cared For Enough To Be Involved was informed by each of the preceding activities of the Client Feedback Group.
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.