Service user assessment

Executive summary

 This service user assessment follows on from the initial assessment which was conducted two years ago.  In the timeframe from November 2009 to January 2010, eighteen service users contributed their perspectives on a range of topics related to ‘A Place To Belong’ and the way the service responds to each person and their needs.  While most of the focus within the process was on the current activities provided by ‘A place To Belong’, service users provided insight into a number of other aspects related to the delivery of support as well as general issues related to the organization as a whole.  

 A number of service users acknowledged that ‘A Place To Belong’ provides a range of avenues for people to engage in activities, whether on a daily, weekly or ad hoc basis.  Appreciation for the opportunity for developing friendships and strengthening the self-confidence of the individual to engage more widely within the community was also identified by most of the service users who participated in this process.  The role of the staff working for ‘A Place To Belong’ was seen to be an important for what makes ‘A Place To Belong’ work so well.  Moreover, the fact that staff respond to the requirements of the individual was a valued aspect for many service users.  A number of service users spoke at length about the role that Neil and Penny play, not only within the organization but also within the lives of individuals.   While recognition was made of the respect, admiration and appreciation that individual service users have for both Neil and Penny, comments made within this assessment process highlighted the ways in which observations have been translated into changed ways to approach situations within the individual service user’s life.  Furthermore, it became apparent that role modeling activities play a clear role in assisting individual service users to develop their own skills and abilities in other areas of their life.   Recognition of the ways in which Neil, in particular, advocates for individuals with other services as well as government departments was made by a number of individual service users during this process. 

 Service users generally understand the complaints process, and expressed a confidence in the ability of the organisation to respond when issues or concerns are raised.  While issues related to telephone responses, attitudes of volunteers, general safety, and the impact when people don’t turn up for sessions were raised during the process, service users indicated that these can be readily resolved by talking with any of the staff.  Comments were also made by several service users about their unhappiness because the sessions pass by very rapidly, and suggestions were made for alternate session times so that more people may be able to participate.  A number of comments were also offered regarding possible future activities that could be conducted by the service, as well as the possibility for having alternate sessions to cater for different intellectual pursuits.  However, there was a general concern that while the acquisition of funding would be an issue regarding the introduction of other activities, service users don’t want to see ‘A Place To Belong’ become a ‘big organisation’, thereby losing its inherent character.