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Presentation of findings to the from the Client Feedback Questionnaire 2008/2009

Presentation of findings to the from the Client Feedback Questionnaire 2008/2009. Carly Pallot November 08- March 09. Introduction.

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Presentation of findings to the from the Client Feedback Questionnaire 2008/2009

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  1. Presentation of findings to the from the Client Feedback Questionnaire 2008/2009 Carly Pallot November 08- March 09

  2. Introduction • A brief overview of methodologies, results and conclusions from the Client Feedback Questionnaire 2008/2009 undertaken with clients of the Jersey Probation and After- Care Service.

  3. Joint social science degree: third year • Work Based Action Research • Working within an organisation or institution to solve a problem, decide on a plan of action relating to an issue in the workplace or undertake research that is needed by the organisation.

  4. Process of the project 1:Decide an organisation within which to undertake research 7: Complete the final written report 2: Discuss what Is needed by the organisation 6: Present findings in an oral presentation 3: Complete a proposal and plan of action WBAR 5: Complete a Reflective progress report • 4: Undertake the research project • Finding out what forms of client feedback is in place in • Other jurisdictions • -Put in place a system of client feedback, using information • Obtained from other jurisdictions

  5. PART 1 • “There is evidence across both the public and private sectors that engaging service users in shaping services is one factor linked to improvement of services and higher rates of service retention.” • (NPS Offender Engagement Good Practice Guide, 2007:2)

  6. The NPS Offender Engagement Good Practice Guide (2007) recommends that Probation Services should be aware of the protocols in place within other jurisdictions.

  7. PART 2 • Survey • 29 questions (mostly closed questions, final questions were open to allow more depth and opinion) • 5 sections • Introductory Questions • The Order • Programmes • Basic Skills • Some Final Questions

  8. Distribution • Original brief: • All clients who have been on Probation or Community Service Orders longer than 6 months who are on supervision between December 2008- February 2009 • Not really feasible or practical in time frame • Problems of clients not turning up

  9. Updated brief: • More in-depth interviews with fewer clients, using the Client Feedback Questionnaire as an interview schedule • 24 clients •  semi-structured interview • Quantitative  qualitative

  10. General Findings • All clients interviewed were either mid-way through or at the end of their Order • All clients interviewed were either on Probation Orders or Combined Orders • All clients were told of the confidential nature of the interview and that it was optional

  11. PART 3: Findings • DEMOGRAPHICS • Gender: Female (33%), Male (67%) • Age: 36+ (38%); 31-35 (25%); 26-30 (8%); 22-25 (21%); 18-21 (8%) • Place of birth: Jersey (29%); Other UK (46%); Madeira (13%); Portugal (8%); Poland (4%)

  12. LEAFLETS • Only 9 people (37%) remember receiving any leaflets at the start of their order • Of those 9 people, 3 found them very useful, 4 found them quite useful and 2 found them not useful at all

  13. RESPECT ISSUES • 63% of clients are seen within 5 minutes of their allocated appointment time • 71% of clients answered positively (yes, always or yes, mostly) when asked if treated with respect • 71% of clients answered positively (yes, always or yes, mostly) when asked if they were listened to- different break-up of statistics • 6 clients interviewed did not speak English as their first language- All were happy with the support given

  14. Areas of support

  15. Supervision Plan • Only 42% were aware a supervision plan had been made for them • 21% felt they were involved in the making of the plan • 33% thought that the plan had been adhered to

  16. Victims • 42% of clients felt that there were no victims in their crime • Approximately 42% thought they did discuss the victims • Of those who claimed to have discussed victims, all (100%) thought this was very useful to them

  17. Programmes • 11 clients took part in a programme • Of these, 82% found that the programme was ‘very’ or ‘quite’ relevant to their offence • 55% found the course ‘very useful’ • Nobody rated the programme ‘totally irrelevant’ or ‘not useful at all

  18. The Service

  19. Satisfaction

  20. Reoffending • 58% felt their risk or reoffending was dramatically reduced, and 25% felt it was reduced ‘to some extent.’ • Positive factors were discussed by all when asking how time on Probation has changed their lives • When asked how the service could be improved, many claimed the were very happy as it is and that there was nothing more that could be done

  21. 1: More challenging 2: Few clients available when I was free 11: Victimless crime? 3: Thanks to those officers who went out of their way to get clients in when I was there 10: Supervision plan Not understood Concluding results 9: Leaflets have little impact 6: Developed my skills 4: Document worked well, 8: Response very positive 5: No mentor/ tutor scheme 7: Change of plan Maybe better- more In-depth

  22. Thank you very much for listening. • Any questions?

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