LESSONS LEARNEDConsumer Involvement in Step Ahead & First StepsBy Sue Christensen and Ann Rosen · 1994
Throughout the country, inclusion of consumers is becoming an important aspect in all levels of program planning and decision making. In fact, federal, state, and local funding sources are increasingly mandating consumer involvement. Yet, as acceptance of this concept grows, it is clear that the reality of consumer involvement is only in its infancy. Few organizations or collaboratives successfully involve consumers. Even the basic questions--What is consumer involvement? Why is it needed? Who are consumers? How do you get them involved?--have multiple and conflicting answers. In Indiana, the state has consistently stressed the importance of consumer involvement in Step Ahead and First Steps. As our service delivery systems move to become more family-centered, both research and experience stress that the integration of families into the actual planning and decision making process is imperative. But bringing consumers into the process in meaningful or lasting ways is an ongoing challenge. The ultimate purpose of the Consumer Involvement Project is to help increase consumer involvement in Step Ahead and First Steps statewide by identifying barriers and researching and developing a variety of effective strategies for involving consumers. The initial phase of the project was carried out in St. Joseph County, where we established a group of fifteen consumers from diverse backgrounds. Each consumer selected a Step Ahead or First Steps committee to join. Consumers also met monthly as a group to share their experiences and identify what they needed to become more effective. Our role with consumers was to provide unbiased information and support, to validate the importance of their input, and to actively listen to their observations and experiences. In addition to direct consumer participation, we conducted alternate methods of consumer input through surveys and a focus group. We also searched the literature and talked with people from around the country who have a working knowledge of consumer involvement strategies and initiatives. This report addresses the basic questions of consumer involvement--what, why, who, and how; the barriers that consumers experience; and some strategies to help bring consumers into the process. We draw on our findings from research, from Step Ahead and First Steps Council members and committee chairs, from the results of our surveys and focus group, and most importantly, from the consumers who participated in our project. In fact, this project really belongs to these consumers who taught us so much about the meaning of and the challenges to consumer involvement.
Copyright 1994 by Sue Christensen and Ann Rosen. This report is based on learnings from the Step Ahead/First Steps Consumer Involvement Project which was conducted for the Indiana Bureau of Child Development, Division of Family and Children by The Family Connection of St. Joseph County, Inc., 132 N. Lafayette Blvd., South Bend IN 46601 - 219-237-9740. The report may be copied in part or in whole to further advance the involvement of parent consumers in agency and coalition planning and decision-making, providing credit is given to the authors and The Family Connection of St. Joseph County, Inc. |
INTRODUCTION
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