Probation Solutions Post-COVID: User Feedback Insights
PROBATION
COMING OUT OF COVID –
SOLUTIONS
FROM THE USER VOICE
#ComingOutOfCovid
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Probation text systems
Flyers in ‘project in a
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Online surveys
Referrals
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”
NO ONE HAS
TOLD US ANYTHING
“I need help with my CP -I don't know
anything - not knowing what I'm doing
or if I'm going to be recalled for not
attending CP- no one has told us
anything about what is going on”
NO REPLY NUMBERS
“I got a text message from a no reply
number telling me to turn up for unpaid
work but they didn't say where I had to
go.”
I HAVE NO IDEA WHAT THEY ARE
ON ABOUT
“I have received a text message
regarding 20% of hours and I have
no idea what they are on about it is
confusing as I am already doing my
hours.”
MY ORDER IS EXTENDED
“I have got a letter through the post
saying I have got to go back to court as
probation have applied for my order to
be extended. I haven't completed my
CP Hours, but this is because they
closed the unit. It doesn’t seem fair”
UNPAID WORK
5
0
%
aware that certain ETE (education,
training, employment) activities could
count to their unpaid work hours
“I feel like my RO has
given up
with helping me”
“It feels like she
judges me
but
she can’t understand because
she has never been through
the system”
“She has
breached
me
despite me returning her calls”
“
I’ve lost my home, my
partner, my job and
all they
are concerned about is my
hours
on community service”
SERVICE USER/RO
RELATIONSHIPS
70%
of respondents who
had a
neurodiverse
condition
(i.e.
learning difficulties
and disabilities) had
no adjustments
made
to
support their
needs
PROBATION
COMING OUT OF COVID –
SOLUTIONS
FROM THE USER VOICE
#ComingOutOfCovid
PUT POWER IN THE HANDS OF THE
PEOPLE THAT NEED IT
“
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Available locally, over the phone and
online
Understand what service users are
going through
Have more time to support service
users
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The services are there but
nobody knows about them
Designed by service users, for
service users
Access information when need it
Gives service users
independence
Service User
Participation
Merseyside engaged service users
in decision making processes in
real time
Identified that the messages sent
to service users via text was
unclear and misunderstood.
Worked with the CRC to pitch the
language used in texts to audience
it’s meant for.
Now over 20,000 service users
benefit from receiving clearer
information.
Simple example of the power of
service user participation
TIME (Smaller Caseloads – person centred
approach)
Probation staff need smaller caseloads, so they are
able to give the time needed to service users. This
will enable a person-centred approach to develop
and help prevent people feeling like just a number
Lived Experience
Probation need to employ staff with lived
experience of the criminal justice system, as that
shared understanding will help to breakdown
boundaries and lead to productive engagement.
Awareness and Understanding
Awareness, understanding and training of differing
cultures, ethnicities & religions of service users, as
well as the different neurodivergent conditions and
literacy needs
PERSON-CENTRED
APPROACH
PARTNERSHIP
AT ALL LEVELS
OF THE
CRIMINAL
JUSTICE
SYSTEM
Unveil insights from over 12,000 service users in the community regarding probation systems post-pandemic. Explore communication challenges, unpaid work issues, and service user/Probation Officer relationships. Dive deep into the impact of the COVID outbreak on probation services and the struggles faced by individuals in understanding and engaging with the system.
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Presentation Transcript
PROBATION COMING OUT OF COVID SOLUTIONS FROM THE USER VOICE #ComingOutOfCovid
We spoke to over 12,000 service users in the community since the pandemic began in March 2020 Probation text systems Flyers in project in a box Online surveys Referrals
Contact COMMUNICATION THE ISSUES Unpaid work Service User/Probation Officer relationship
CONTACT 1 in 5 people considered communication on their order/licence to be the biggest issue Not able to contact probation officer How come we are not getting any info from the office- I tried to call the office 3 times last week - then another 3 times today - no one answers ... why? Why give us a number that no one answers . 20% Inconsistent information Got a text message telling that I have an appointment in the office, but I've already sorted that with my case manager and it's a phone call not me going into the office. It's confusing when the case manager tells me one thing and a text message is telling something different. Causes me stress and anxiety. 1 in 3 people stated they had not been kept updated to changes to probation services as a result of the coronavirus outbreak. 33% Do not understand texts I have received very little communication during lockdown, I have spoken to no one and just received text messages. I do not read good English and it is therefore difficult for me to know what they mean.
NO ONE HAS TOLD US ANYTHING I need help with my CP -I don't know anything - not knowing what I'm doing or if I'm going to be recalled for not attending CP- no one has told us anything about what is going on UNPAID WORK 50% NO REPLY NUMBERS I got a text message from a no reply number telling me to turn up for unpaid work but they didn't say where I had to go. aware that certain ETE (education, training, employment) activities could count to their unpaid work hours I HAVE NO IDEA WHAT THEY ARE ON ABOUT MY ORDER IS EXTENDED I have got a letter through the post saying I have got to go back to court as probation have applied for my order to be extended. I haven't completed my CP Hours, but this is because they closed the unit. It doesn t seem fair I have received a text message regarding 20% of hours and I have no idea what they are on about it is confusing as I am already doing my hours.
SERVICE USER/RO RELATIONSHIPS 70% of respondents who had a neurodiverse condition (i.e. learning difficulties and disabilities) had no adjustments made to support their needs I feel like my RO has given up with helping me It feels like she judges me but she can t understand because she has never been through the system She has breached me despite me returning her calls I ve lost my home, my partner, my job and all they are concerned about is my hours on community service
PROBATION COMING OUT OF COVID SOLUTIONS FROM THE USER VOICE #ComingOutOfCovid
PUT POWER IN THE HANDS OF THE PEOPLE THAT NEED IT
SHE CANT UNDERSTAND BECAUSE SHE HAS NEVER BEEN THROUGH THE SYSTEM National Online Service Directory Nationwide Peer Support Network The services are there but nobody knows about them Available locally, over the phone and online Designed by service users, for service users Understand what service users are going through Access information when need it Have more time to support service users Gives service users independence
Merseyside engaged service users in decision making processes in real time Service User Participation Identified that the messages sent to service users via text was unclear and misunderstood. Worked with the CRC to pitch the language used in texts to audience it s meant for. Now over 20,000 service users benefit from receiving clearer information. Simple example of the power of service user participation
PERSON-CENTRED APPROACH TIME (Smaller Caseloads person centred approach) Probation staff need smaller caseloads, so they are able to give the time needed to service users. This will enable a person-centred approach to develop and help prevent people feeling like just a number Lived Experience Probation need to employ staff with lived experience of the criminal justice system, as that shared understanding will help to breakdown boundaries and lead to productive engagement. Awareness and Understanding Awareness, understanding and training of differing cultures, ethnicities & religions of service users, as well as the different neurodivergent conditions and literacy needs
Policy PARTNERSHIP AT ALL LEVELS OF THE CRIMINAL JUSTICE SYSTEM Procurement Service design Service evaluation
