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

Carly Pallot

November 08- March 09

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.

Joint social science degree: third year

Work Based Action ResearchWorking 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.

Process of the project

WBAR

1:Decide an organisation within which to undertake

research

2: Discuss what Is needed by the

organisation

3: Complete a proposal and plan

of action

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: Complete a Reflective progress

report

6: Present findings inan oral presentation

7: Complete the final written report

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)

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

Probation Service Main method of obtaining feedback

Details Other

Devon and Cornwall Client Questionnaires Distributed during one month period during year (to all offenders)

Hostel questionnaires

West Yorkshire Client Questionnaires New version in pilot stage- Allocated at 16 week intervals

Northern Ireland Client Questionnaires To representative sample. Completed by outside agency.

Voluntary- £20 incentive

Interviews

Warwickshire One to one interviews Nothing formal in place

North Wales Client Questionnaires Quarterly intervals, used clients and Swansea University in forming questionnaire. Part time Project Manager recently employed.

Different questionnaires for licences, programmes, prison, victims and community service

Gloucestershire Client Questionnaires Issued by Devon and Cornwall Probation

Isle Of Man Client Questionnaires Only in template form due to lack of resources. Currently formulating sample

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

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

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

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

PART 3: Findings

DEMOGRAPHICSGender: 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%)

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

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

Areas of support

Areas of most support

8, 33%

10, 42%

6, 25%

Alcohol / Drugs

Emotional / Personal

Family

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

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

Programmes

11 clients took part in a programmeOf 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

The Service

Relationship with Probation Officer

50

38

12

00

10

20

30

40

50

60

Very Good Fairly Good Fairly Bad Very Bad

Per

cen

tag

e

Series1

Satisfaction

Satisfaction with the service

63%

33%

4% 0%

Very Satisfied

Fairly Satisfied

Fairly Dissatisfied

Very Dissatisfied

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

Concluding results

1: More challenging2: Few clients available

when I was free

3: Thanks to those officers who went out of their way

to get clients in whenI was there

4: Document worked well,

5: No mentor/ tutor scheme

6: Developed my skills

7: Change of planMaybe better- more

In-depth

8: Response verypositive

9: Leaflets have littleimpact

10: Supervision planNot understood

11: Victimless crime?

Thank you very much for listening.

•Any questions?