TY - BOOK
T1 - Fast Track - A protocol for a seamless service journey:
T2 - Developing an engagement model to enable person-centred practice in community services
AU - Mackenzie, Catherine
AU - Goodwin-Smith, Ian
PY - 2018/3
Y1 - 2018/3
N2 - How services respond to a person in crisis for the first time forms the basis of the relationship between the person and the organisation and can influence the person’s future, including how they may respond to crises in the future.This project aimed to develop, using a co-production partnership approach, a workplace-relevant client engagement model for UCSA people to use in their practice, so that they may provide the best possible service to clients at the outset (Buick,Blackman,O’Flynn,O’Donnell,&West,2015). The language of ‘intake and assessment’ and ‘triage’ is contested and UCSA people are taking steps to move away from these towards ‘engagement’. In early 2018, UCSA recruited client engagement workers. Consequently, in keeping with the UCSA person-centred philosophy and strengths-based practice, and after workshop discussions, it seemed engagement would be a more useful and relevant term. In this report, the term ‘engagement’ encapsulates other terms such as ‘intake and assessment’ and ‘triage’ and where possible is used to replace those terms.
AB - How services respond to a person in crisis for the first time forms the basis of the relationship between the person and the organisation and can influence the person’s future, including how they may respond to crises in the future.This project aimed to develop, using a co-production partnership approach, a workplace-relevant client engagement model for UCSA people to use in their practice, so that they may provide the best possible service to clients at the outset (Buick,Blackman,O’Flynn,O’Donnell,&West,2015). The language of ‘intake and assessment’ and ‘triage’ is contested and UCSA people are taking steps to move away from these towards ‘engagement’. In early 2018, UCSA recruited client engagement workers. Consequently, in keeping with the UCSA person-centred philosophy and strengths-based practice, and after workshop discussions, it seemed engagement would be a more useful and relevant term. In this report, the term ‘engagement’ encapsulates other terms such as ‘intake and assessment’ and ‘triage’ and where possible is used to replace those terms.
KW - Crisis response strategies
KW - Crisis management
KW - person-centred practice
KW - community services
KW - Uniting Country SA
KW - assessment models
KW - triage
UR - https://www.ucsa.org.au/Handlers/Download.ashx?IDMF=5105d830-5bd4-4b12-8d9d-26eb5b719c5e
M3 - Commissioned report
T3 - ACSSR Report
BT - Fast Track - A protocol for a seamless service journey:
PB - Flinders University
CY - Bedford Park, South Australia
ER -