Inclusive service development: exploring a whole-of- organisation approach in the community service sector
This chapter discusses the participative process used to involve service users and families in service development. It is based on work the authors undertook in a large, multi-sector community services organisation (CSO) in Melbourne. Through this process, the organisation hoped to increase service user autonomy, understood as ‘how much control you have over your life – and the opportunities you have for full social engagement and participation’ (Marmot 2004: 2). The chapter demonstrates that participatory approaches to service development can simultaneously increase participants’ sense of control over their lives and align service development towards outcomes that service users and families identify for themselves.