Accord Equality & Fairness Report 2020
Care & Support Approach to
Customer Engagement:
The Care and Support approach dovetails with the wider
organisational Community Engagement strategy which is
the overarching organisational umbrella document.
While there are some differences in how Care & Support
and the Homes & Communities Directorates deliver
customer engagement, the underlying principles
and commitments apply and it is clear that involving
customers brings benefits to individuals, groups,
communities and the wider organisation.
We recognise the importance of effective customer
engagement and acknowledge that engagement exists
along a continuum with some stages inferring more
rights than others.
The Accord Way - Co-operative
The diversity of our provision, both in terms of service
type and geography also presents further challenges. We
recognise that a ‘one size fits all’ approach will not meet
the requirements of our services and therefore we use a
tailored tool-kit approach.
We offer a range of options, from informal to formal
and will use a range of means to provide opportunities
to engage; including creative methods of engagement
in addition to more traditional models. We look to
maximise the use of technology as well as use means
such as music and drama to maximise engagement
opportunities.
We see customer engagement as everybody’s business
and something that should be integrated into the
core service offer rather than being a ‘bolt on’ service
completed by designated staff. While this may present
some challenges, this approach has clear synergies with
the wider strategies and to other work streams such as
our commitment to Eden Alternative.
Customer engagement is part of an aspirational
approach to helping customers achieve.
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