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Engaging Everyone: The Basics of Service Engagement Workshop

Learn key strategies for successful service engagement: involve diverse voices, foster discussion, take responsibility for initiating activities, co-design services, seek feedback, and recognize expertise. Flip the question to enable better engagement. Understand individual and service engagement. Join us and embrace the Stretch2Engage Framework.

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Engaging Everyone: The Basics of Service Engagement Workshop

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  1. STRETCH2ENGAGEWorkshop #1: The Basics: Making engagement everyone’s business

  2. Services that engage well…. • Recognise that service engagement can in part redress power imbalances between people that provide services and- people who use, have used or may use the services being provided. • Ensure that they engage with many, diverse voices, foster robust discussion and do not retreat from disagreement as this can lead to innovation, • … • Have a go, even if their service engagement strategies are not perfect, using everyday methods, ideas and resources already available to them. • Recognise service engagement activities as being distinct from service provision activities. • Take responsibility for initiating and leading service engagement activities. • Engage prior to developing or redeveloping services to facilitate co-design. • Use the wisdom and expertise of unique local community groups to ensure that the engagement processes employed are culturally safe, relevant and appropriate. • Seek feedback on service engagement processes, recognising that the effectiveness of service engagement is measured through the experience of those being engaged. • Commit to recognizing and utilizing the expertise of those who use the services and other community members who the organisation seeks to serve. • Create an organisational culture that values and is committed to service engagement practice. • Ensure that engagement activities are relevant, stimulating and energising for people involved. • …although good service engagement does not necessarily equate to the number of participants involved. • Engage prior to developing or redeveloping services to facilitate co-design.

  3. Flip the Question

  4. How can we enable people with a lived experience, families , carers and friends to engage with us? How can my organisation more effectively engage?

  5. Service EngagementSERVICE ENGAGEMENTWhen we talk about service engagement we mean processes or techniques that services employ to involve people using services and their families and friends in the design (or redesign) and delivery of their services.

  6. Individual EngagementINDIVIDUAL ENGAGEMENTFocuses on the rapport and relationship built between an individual provider/ worker for the purpose of direct support/ treatment.

  7. Stretch2Be Creative Stretch2Be Collective Stretch2Be Champion Stretch2Be Comprehensive Stretch2Be Clear Stretch2Be Curious Stretch2Be Committed

  8. Thinking about the ( 7) Stretch2 Engage domains…(i) Which areas are our strength areas, and (ii) Which areas do we think we might want to get stronger at?

  9. What gives you energy about the S2E project?

  10. What might challenge you in your involvement in the S2E pilot?

  11. How are you engaging people who do/have used services in your S2E team/work? What value add does this provide your S2E team?

  12. How will you recognize your success in implementing the framework?

  13. What might frustrate you along the way? How might you/we overcome this?

  14. From your perspective, what is the difference between participation and engagement?

  15. Why do organizations want to engage with people? What are the risks if they don’t?

  16. What is different about client participation and engagement between the MH and AOD sectors? Why is that?

  17. What could be some of the the organizational core beliefs that promotes client/consumer participation within the services?

  18. What could be some of the the core organizational beliefs held when organizations want to engage with people who are or have accessed their service?

  19. Arnstein’s Ladder of Participation [1] [1]https://research.shu.ac.uk/design4health/wp-content/uploads/2018/09/660.pdf

  20. Ladder of Participation in Mental Health • Citizen • Partner • Client / Consumer • Participant • Patient • Inmate

  21. Outward Facing ORG OR ORG Inward Facing

  22. Time to present the Stretch2Engage Framework • You are about to introduce and present to your organization the Stretch2Engage framework. • You have a hand out in the envelope to remind you of the framework and its principles. • Unbeknown to you someone has chopped it up into pieces. • You do not have a complete copy of the framework that you can refer to to guide you in putting it back together. • You call on others to assist and to help decide which domain aligns to which group of principles. • You only have 15 minutes to put it back together before you have to present it to the group of eagerly awaiting staff.

  23. Stretch 2Be • CURIOUS • Stretch 2Be • CLEAR • Stretch 2Be • COMPREHENSIVE • Stretch 2Be • CREATIVE • Stretch 2Be • COLLECTIVE • Stretch2Be • CHAMPION • Stretch 2Be • COMMITTED

  24. Getting Curious

  25. Getting Curious: Looking at the picture • What story is conveyed through the picture? • What are you curious about?   • What don’t you know? • What important questions are emerging? • What assumptions are you making about the story? • Is this picture presenting a problem that might need solving? • How would you go about engaging with people to assist you to solve the problem that might need solving ?

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