Evaluation

Aims

• To ensure that the client can effectively evaluate the resettlement service provided.
• To ensure that the results of the evaluation informs the resettlement process.

Tasks

Ascertain the extent to which:

• The client completed the referral to resettlement with the appropriate worker, being enabled to complete as much of it themselves as possible?
• The client understood the assessment process: why questions were being asked, and what the purpose of the assessment was?
• The client felt they had ownership of their resettlement plan
• The agreed aims of the resettlement plan were jointly agreed as a result of the assessment
• The agreed aims have been met
• The case management of the client was discussed in supervision with the line manager, and other appropriate supervision.
• The client was, as far as is possible, satisfied with the housing options offered.
• Was the client empowered to speak out in the resettlement process?
• Were there regular opportunities for reviewing the client and worker's progress?
• Did the resettlement worker negotiate a tenancy start date as favourable to the client as possible?
• Was the client enabled to move when they wanted and how they wanted?
• Was the move supported by the presence of a friend or neighbour of the client's choosing, as well as the resettlement worker?
• Was the support contract monitored?
• Were both the client and the worker satisfied with the work done?
• Should the nomination break down, was the resettlement process reviewed by the team, and if possible by the client as well?

Co-ordination

• Clients need to be consulted through questionnaires and/o[ focus groups.
• Are all the support services that were designated and agreed linked into supporting the client e.g. GP, dependency support workers, and mental health workers?
• Did the worker represent the client with GPs and other support services if access was impeded?

Advocacy

• Did the worker represent and effectively advocate on the part of the client, when the partner organisations did not fulfil their obligations to the client, or when the client's needs change, and the referral needs to be prioritised?
• Was the client able to access the full benefits to which they are entitled?
• Was the client aware of their right to complain about the service, and if they exercised this right, were they happy with the outcome?

Standards

• It is essential to have an evaluation questionnaire, or an agenda for a focus group which includes all of the questions listed in the tasks of this stage. See here an example of a client evaluation questionnaire from Thames Reach resettlement services.

• See the section A Quality audit of the stages for a more comprehensive evaluation of the entire process.