bfc gmu par
TRANSCRIPT
Who are we?0BFC Community Researchers: William Taft, Terri
Acker, Deborah Branch, Joan Carson, James Coleman, Farasha (Paulette Thompson), Edmond Lee, Lorraine McKinney, Donald Monroe, Thomas Oliver, DustiRidge, Denise Speed, Earnest Moye, Robert Powell, Pamela Cooper; (former) Michael Blue, Leonard Edwards, April Goggans
0BFC Staff: Judy Hawkins, Joni Podschun
0George Mason University: Andrea Robles (faculty),Anderson Bean, Melissa Gouge, Sahar Haghighat, Jessica Hopson, Catherine Imperatore
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1. What Makes This Kind of Research Different?
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Participatory Action Research
0Collects information
0to make improvements in the community
0that honors and reflects the experiences of people most directly affected by issues
0Team members share expertise and gain skills, experience, and knowledge
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2. What Did We Want to Know and How Did We Learn It?
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Research Questions
0The main purpose of this project was to gather information from staff and clients about client engagement at Bread for the City:
0 What client engagement means to staff and volunteers;
0 How client engagement can have a positive impact; and
0 Challenges to increasing client engagement and how to overcome them.
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How did we learn it?
0Learning and using four different research methods:
1. Interviews0 Informal interviews
0 Questionnaires
2. Media
3. Focus groups
4. Participant observation
0Though we learned all four, our analysis concentrated on questionnaires and media
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Who did we interview with our questionnaires?
0Total: 62 respondents
039 staff members
023 clients
064% females; 36% males
053% Black/African American; 21% white; 8% Other; 18% did not respond
0Other languages spoken at home: 3 Spanish, 1 Yoruba, 1 Mandarin Chinese
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How Did Staff Surveyed Compare to Staff As a Whole?
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Male Female Unknown
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HR Data
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Both NW SE Unknown
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HR Data
3. What is client engagement?
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What does it take to accomplish good client engagement and what can it do?
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What is Client Engagement?
0Three major responses from clients and staff were
0 Participation beyond receiving core services
0 Providing feedback on services or client leadership
0 Services that lead to self-sufficiency
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Participation Beyond Core Services
0Nearly half of respondents felt that client engagement as an active role in providing core services, or in another activity at BFC.
0 BFC Core Services: Food Pantry, Clothing Room, Medical Clinic, Social Services, Legal Clinic, Representative Payee Services
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Clients Have a “Say So”
0A third felt that it was clients providing direction to BFC, either in the form of feedback on services or client leadership.
0Client engagement “means clients are involved in making decisions about the institution.” NW Staff
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Services that Lead to Self-Sufficiency
0 Some felt that client engagement was about empowering clients so that they can have more control over their lives
0 Client engagement is “getting assistance in areas of help needed for clients, by assisting them to help themselves.” – Client
0 “Self sufficiency--in terms of taking care of medical, social, housing , rent, maintaining finance. Using what you learn here and be able to do … for yourself.” NW Staff
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Why is client engagement important?
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0 For BFC:0 Client feedback and leadership can help to assure that services
fit the needs of the community0 Transforms relationships between clients and staff0 Increases funding0 Improves BFC’s reputation
0 For clients:0 Giving feedback on services can help clients get what they need0 Empowerment
0 For the community:0 Improves conditions in the community through involving
clients in advocacy
4. What are the Challenges for Increasing Client
Engagement?
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There is a lack of Awareness of Client Engagement Activities
0 Thought there are many activities where clients can be involved:
0 More than half the clients interviewed were not aware of client engagement activities
0 About a third were aware of 1 to 2 activities
0 About 17 percent were aware of more than 3 activities
Not aware of
other activities
Aware of a few
Aware of Several
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Other Challenges to Client Engagement
0 5 10 15 20 25
Access needs
Bad attitude from staff
Lack of support for client ideas
Communication
Bad attitude from clients
Tensions with service delivery model
Limited staff time and support
5. How Do We Overcome Challenges and Strengthen
Client Engagement?
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When clients and staff were asked how BFC could better engage or involve clients…
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Staff responses:
0 Training on client engagement principles and skills
0 Clarity about staff roles
0 Collaboration across departments and with clients
0 Power to implement ideas
0 More research and client leadership development
0 Training and employment opportunities for clients
0 Address racism
Client responses:
0More services to fit client needs, especially services that lead to self-sufficiency
0 Communication
0Transportation
0Advocacy to improve the community
0Artistic and cultural opportunities
Major Recommendations
1. Increase communication and networking
2. Advocacy to improve the community
3. More client led projects
4. Staff and client training
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Recommendation 1:Increase Communication and Networking
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0 2 4 6 8 10 12 14 16 18
Networking
Advertisements
Electronic/email
Bilingual notices
Recommendation 1:Increase Communication and Networking
0Regular skill sharing to support media that is client-driven and staff-supported, for example:
0 Radio show or station
0 Electronic and print newsletter
0 Videos in the lobby
0 Social media
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Recommendation 2: Advocacy to Improve the Community
“I would like to be part of an advocacy group.” SE Client
“It feels good to make things better in community. It’s healing.” SE Staff
“Advocacy goes beyond the desk. This is my neighborhood. With the food systems work, our groups are made up of clients. It's important that we… engage people – every
person who walks in the door, and those who don't.” NW Staff
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Recommendation 2: Advocacy to Improve the Community
0Open events for information and skill sharing to support advocacy and organizing efforts.
0 Create a process and criteria for clients and staff to propose advocacy projects for BFC to support.
0Give staff the space to creatively find ways for clients to connect to each other.
0Train all staff and client leaders as organizers who can refer people to other organizations.
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Recommendation 3:More Client Led Projects
The one thing I would ask for is “more people from the community… for a client to run my program.”
NW Staff
“Groups of people who are more willing to participate and give constructive criticism coming together as a community increases involvement.”
– SE Client
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Example: Wellness & Art Space
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Example: Networking with the Client Advisory Board (CAB)
0We envision the role of the Client Advisory Board as advising staff on how to better meet the needs of the clients, and helping guide clients through their journey at Bread for the City.
0Hear client concerns that haven’t been addressed through existing feedback processes
0Share opportunities for trainings and funding
0Provide feedback to client ideas and mentor clients to develop proposals that address:
0Client/staff collaboration
0Accessibility and incentives
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Recommendation 4:Staff & Client Leadership Training
The mission of Bread for the City is to provide vulnerable residents of Washington, DC, with comprehensive services, including food, clothing, medical care, and legal and social services, in an atmosphere of dignity and respect. We recognize that all people share a common humanity, and that all are responsible to themselves and to society as a whole. Therefore, we promote the mutual collaboration of clients, volunteers, donors, staff, and other community partners to alleviate the suffering caused by poverty and to rectify the conditions that perpetuate it.
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Recommendation 4:Staff & Client Leadership Training
0 We already have what we need at Bread for the City to provide the necessary elements to establish a comprehensive on the job training program:0 Utilize existing work processes0 Utilize existing position descriptions 0 Utilize existing BFC’s mission statement 0 Utilize all human resources in-house
(e.g., volunteers, staff, supervisors, etc.)
0 This will enhance the viability and the future ability of Bread for the City to have a positive impact on at-risk areas located throughout the city.
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Recommendation 4:Staff & Client Leadership Training
Participatory Action Research Phase 2
0 Improve client feedback and follow-through.
0 Evaluate whether to change or add services that will help clients get back on their feet.
0 Connect clients and staff with similar goals and ideas.
0 Connect with other PAR research projects in DC.
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Recommendation 4:Staff & Client Leadership Training
0 Non-Linear Personal/Interpersonal Transformational Skills & Development Training – Support Groups – Conference
0 Improved BFC Volunteer Management SystemsVolunteer Recruitment – Retention – Training
0 BFC Executive Board & Client Advisory BoardTotal Quality Management Development and Training
0 Federal/District Civic Engagement PartnershipCivic Learning and Civic Engagement
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Recommendation 4:Staff & Client Leadership Training
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BFC
Federal Gov.
George Mason U.
American U.
U. of District of Columbia
District Gov.
Braoder DC Community
Howard U.
Recommendation 4:Staff & Client Leadership Training
Self-Sufficiency Trainings0 Single Family Parental/Homemaker Direct Service Delivery and
Training0 DC Citywide War on Obesity0 DC TANF Workforce Development Job Readiness Awareness Training0 Individual/Single-Parent Literacy Support Services0 Peer-to-peer Counselor Services Taskforce Development & Training0 DC Public Housing Residential Council Non-profit Management &
Civic Empowerment Engagement Support Human Resource Services0 DC Public Assisted Housing Section & Housing Technical Support
Services Rules & Regulations Awareness
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To conclude…0This project started as a pilot – as a team we have
learned from each other and more about client engagement.
0 Client engagement has many benefits in terms of personal growth and empowerment.
0There are opportunities to build on BFC’s current organization through our recommendations.
0Group progress is an integral part of success.
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Questions and DiscussionWe would like to hear from you….0Do you have any feedback on our research?0Can BFC accomplish these recommendations?0 Is there one single place you think it would be
best to begin?0Communication and Networking 0Advocacy0Client-led projects0Trainings for staff and clients
0What other ways do you believe we can increase client engagement?
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Thank you!
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