Consumer Participation Resource Kit - Field消费者参与资源工具包场.pptVIP

Forum: Good Practice in Client Consultation ConsumerParticipationResource Kit for housing and homelessness assistance services .au Partnership project between HomeGround Services Rural Housing Network Ltd Funding from Victorian Department of Human Services as a HASS Accreditation Round One Sector Resourcing Project The Victorian Homelessness Assistance ServiceStandards Require organisations providing homelessness services to: Demonstrate a clear commitment to the rights of consumers Enable consumers to participate in the organizations decision-making Make it easy for consumers to raise issues, make a complaint or appeal a decision Ensure that complaints and appeals are dealt with promptly, respectfully and fairly. Rights-based approach toparticipation This Kit is based on two core assumptions: That people have the right to be included in decision- making processes that affect their housing situation; That the contribution of consumers in planning, delivery and evaluation of housing and homelessness services will result in ongoing improvements to the service system. Contents of kit Background, definitions, frameworks, context Planning, implementing and evaluating consumer participation Consumer participation strategies Kit development process Start with participation framework PESP contracted to inform project and facilitate consumer focus groups Consumers and service providers consulted about what they need Desk-based research Information assembled Kit design Housing Advocacy ServicePeer Education Support Program PESP provides input of consumers of homelessness services, into the development of government and sector policy and practice, as well as the implementation of the Homelessness Assistance Service Standards and the Consumer Charter of Rights and Responsibilities. PESP ensures that those affected by homelessness have a powerful voice in decisions that have a direct impact on their lives. PESP.au/has_pesp.shtml Why involve consu