ABSTRACT
Nongovernment organisations (NGOs) exercise an important democratic function by creating opportunities for people from excluded groups to have a direct say on issues that matter to them, helping to shape services that better meet their self-defined needs. Following a rights-based approach, service development can be an empowering experience for all parties involved, service users, frontline workers and managers, and government officials. Despite these benefits, it is difficult to sustain inclusive ways of working. This chapter offers an organisational framework for sustaining socially inclusive practice and considers what is required to support frontline workers.
