Introduction to Client Involvement and Peer Support Lucy Flegg, Service User Involvement Officer lucy_flegg@shelter.org.uk 0344 515 2143 Twitter: @lucy_flegg

What will be covered: Overview of client involvement and ways that clients can be involved The benefits of involvement from an client/service/organisation perspective Best practice when involving clients Challenges and potential solutions Useful resources Questions and answers

What is client involvement? Client involvement is about ensuring that the people using a service are actively involved in the planning, delivery and review of services

How can clients be involved?

How can clients be involved? Campaigns Peer Support Trustees with lived experience Sharing story in the media, events etc. Research and evaluation Delivering training Policy Recruitment and selection Service design and delivery

Benefits of involvement to clients Being a peer adviser is very rewarding – it’s given me a sense of achievement. We can relate to the women on a personal level. We understand the fears and anxieties of these women because we have often faced similar issues on our own journey through the prison system. My journey continues to go from strength to strength and I have very high hopes for the future Out of a bad situation, some good has been derived. I have benefited so much from this experience and derived a new found feeling of my own self- worth…It not only aids my own resettlement, but also advances the resettlement of other offenders, so it’s win-win! Helping others has helped me to grow as a person and made me more outgoing and chatty. Though some would think that’s a bad thing! Haha!

Benefits of involvement to services Clients are best placed to know what works: they are experts by experience Improved quality of service provision, value for money and increased user satisfaction Increased understanding and recognition of diverse needs/issues Improved outcomes for clients

Benefits to organisations Policy and campaigns that better represent the voice and aspirations of service users Evidential data to support bids and funding applications for new and existing projects and services Helps to meet organisational objectives

Examples…  Women’s Voices Lived Experience Group

Manchester Women’s Sector Conference 2016 ‘Creating Confidence Through Co-production’ break out session led by Women’s Voices group

Achievements of the group Manchester Women’s Action Plan with women’s voices at the heart Shortlisted for the Spirit of Manchester – Equalities Award Key involvement in the Manchester Homelessness Charter Speaking in Parliament about trauma and abuse

Good practice when involving service users Provide clear information about opportunities, what they will involve and agree a set of values/objectives together Value everyone’s involvement, make opportunities accessible, don’t exclude people- explain and train Reimburse any costs related to involvement Co-evaluate, be open to learning and changing!

Good practice when involving service users Ensure that the impact of involvement is fed back to those involved Don’t consult if you can’t change anything or won’t act on feedback Regularly recruit to avoid ‘burn out’ Provide opportunities for clients to move on and progress when they are ready

Challenges Difficulties recruiting new people to get involved Involving hard to reach groups Clients feeling that nothing will change Service users moving on from groups/projects Clients may feel they lack the skills or confidence to participate Lack of ‘buy in’ from management Ensuring effective support for staff

Useful Resources A guide to Service User Involvement and Co- production, Clinks User voice: Putting people at the heart of impact practice, NPC Service User Involvement with Offenders in the Community: A Toolkit for Staff, Revolving Doors Running a peer research project with offenders in the community: A handbook for staff, Revolving Doors

Useful Resources Shared Learning Group on Involvement www.slginvolvement.org.uk Inspiring Change Manchester inspiringchangemanchester.shelter.org.uk Making User Involvement Work: Supporting Service User Networking and Knowledge, JRF Homelessness and Health: Resources to Support Peer Activity, Groundswell

Thank you Lucy Flegg, Service User Involvement Officer lucy_flegg@shelter.org.uk 0344 515 2143 Twitter: @lucy_flegg