Client involvement

Client involvement is about engaging people who use homelessness services across all levels of planning, delivery and evaluation. This includes their own support. Therefore adopting a person centred approach to support is crucial to successful client involvement.

Effective client involvement means working in partnership with clients to find sustainable solutions for homeless and vulnerable people. Homelessness services need to provide opportunities for clients to be involved across all aspects of service delivery; from their own individual support plans through to decision making at board level.

Implementing client involvement isn’t always easy; it needs real investment, enthusiasm and a dynamic approach. It can take time to get it right, but ultimately involving clients results in better services for those who use them. Client involvement can bring up complex issues such as confidentiality and challenge staff roles. Successful client involvement can require a culture change that encourages staff to work with clients as equals in all aspects of service delivery. The benefits can be astounding; empowering individuals to turn their lives around. Client involvement builds individuals’ confidence while simultaneously improving services for all who use them.
 

WHY CLIENT INVOLVEMENT?
 

Involving clients in the planning and delivery of homelessness services improves these services for homeless people - who better understands the impact of being homeless than those who have first hand experience? Client involvement gives individuals the opportunity to contribute meaningfully to their environment, which builds confidence and self esteem and also impacts on the wider community. The Quality Assessment Framework (QAF) now requires client involvement as a core objective, so if you are funded by Supporting People you need to ensure your service meets C1.5 of QAF: Client Involvement and empowerment. Visit this section of our website for a summary of the requirements and a link to the QAF core objectives. Also, Supporting People in Bolton have developed a Supporting People Best Practice Guide for service user involvement.                                                                                                 

Please view our good practice tips and resources to support you and your organisation:

• involve clients in their own support
• involve clients in services
• involve clients in the wider community

HOMELESS LINK AND CLIENT INVOLVEMENT

Homeless Link has recently recruited a client from one of our member agencies to sit on our National Advisory Committee (NAC). Homeless Link recognises that the views and experiences of homeless and vulnerable people need to inform our policy approach. Homeless Link also runs client consultations where possible as a method of ensuring our responses to key policy issues represent the views of those that policy change is most likely to affect. Also see our guidance on: Writing an effective consultation response – HL guide. Homeless Link is also involved in the User Involvement Network Forum (UIN) in London, which provides an opportunity for staff to come together and share good practice in client involvement. For more information contact Jessica Plant.