User Voice may be small but they have a lot to say

Emma Parton

13/12/2013

It's a fair assumption that probation officers come into this line of work due to a genuine desire to help, support and change people’s lives. This is often due to personal life experiences that enable us to empathise with others.  My life could have turned out very differently but I somehow managed to channel my negative experiences into something positive and this led me to where I am today. I believe in change and want to support people to change. Someone once said that I was a 'rescuer' although this has been to my detriment at times. As a Probation Officer, finding the right balance of punishment and rehabilitation is difficult. The ever increasing layers of bureaucracy has seen the Probation Service focus primarily on enforcement and the traditional social work values of advise, assist, befriend have become diluted. In the five short years I've have worked for London Probation I've seen a rapidly changing service. Some of it good, some of it bad but there’s no doubt that the 'streamlining' of services; a fancy way of cutting resources is detrimental to the rehabilitation process.

Service users expect a lot from probation and whilst we genuinely want to meet expectations, the already shrinking service means we simply cannot deliver it all. This leaves me like others feeling frustrated. The biggest changes are yet to come with the Transforming Rehabilitation agenda and Chris Graylings crusade to create a disjointed, profit driven, untried and untested criminal justice system (this is only my view of course). The next 12 months I face uncertainty, worry and a moral dilemma; to CRC or not too CRC. Do I compromise my values to work for a company I do not believe in? Will it become a box ticking exercise? The truth is no one really knows.

Amongst the day to day probation politics there is User Voice. I've always been a supporter of their work and it's hard not to feel inspired by their passion and innovation. Quite simply they are a breath of fresh air in the changing world of changing Criminal Justice. I see service user involvement as fundamental to improving Criminal Justice services. It adds value, credibility, breeds creativity and is solution focused. The outcome does not only benefit the service user but also the staff. A positive probation experience encourages compliance and engagement. For the officer; less breaches, less paperwork, more job satisfaction. Service user feedback is a hot topic and I’ve been extremely impressed by the level of support from the senior management team. I credit Heather Munro’s enthusiasm for User Voice as instrumental in embedding service user involvement within London Probation.

At times the feedback is brutal, it makes people feel uncomfortable. It causes mixed emotions. Sometimes I cringe. It causes this reaction because we care about our work, our colleagues and our service users. Contrary to some people’s beliefs, Probation Officers like to do more than just breach and recall but no one wants to be told they are doing a bad job. That said it is important to mention that a lot of service users give praise to their officers and the support they receive. However there is always room for improvement and this is what the community councils seek to address. The Probation Service needs charities like User Voice to simply tell it like it is. They say what a lot of Probation staff wish they could say. I have been welcomed into the team and feel truly humbled to be a part of the rehabilitation revolution if only for a short time. The staff are lively, inspirational and committed to the User Voice mission and to each other. User voice may be small but they have a lot to say.

'Our greatest assets are those we seek to give a voice'

Chris Dossett

31/10/2013

‘What’s your story’ the youth wing of User Voice was born in 2011 following a consultation with over 740 young people across England. True to the principles of User Voice, young people themselves took their experiences directly to key decision makers, presenting their findings to Members of Parliament. The organisation has since evolved, engaging with well over 2000 young people with functioning youth advisory groups across the country; most of which I have had the privilege to be involved in. As we enter 2014 there has never been a more important time to give services users a voice and I believe User Voice is the most equip to do so.

The successive government now admits “we did a great job punishing people, we did a great job with crime going down and we did a poor job reforming people. We need to make sure there is mentoring, a buddying system, giving probation the autonomy they need.” – Sadiq Khan Shadow Justice Secretary (2013). Currently, under Justice Secretary Chris Grayling the criminal justice system is being privatised, untested on a scale not seen anywhere else in the world. Therefore, it is now more important than ever to monitor impact on services users. User Voice is the mechanism in which to do so as it exists to bridge the once vacuum between those who decide policy and those that experience it. Offering some of the most excluded people in our society to have a say over decisions that affect their lives.

Having worked across the youth service, youth offending service and on the troubled families agenda, as well as studying participation; never have I seen such genuine empowerment as witnessed since joining User Voice 6 months ago. I contribute this to our model of engagement and that User Voice lives its values as an organisation; employing those who have been through the criminal justice system. This is unique as it is apparent through the entire organisation from the CEO, to management, right to the front line. In doing so User Voice has developed a team with genuine expertise and experience of the problems we seek to solve, creating genuine passion and understanding which lacks in other organisations. 

With a democratic progress of engagement I have witnessed young people empowered and able to offer some of the most insightful understanding to offending I have ever heard. With such strong values through our organisation I see our staff motivating institutions and our many partners within the criminal justice system; enabling them to better understand the experiences of the very people they are employed to work with.

Whilst I remain optimistic, not everyone believes in giving us a voice, nor anyone who has ever offended. Our journey as an organisation must continue as we produce growing evidence that our model works and we continue to challenge the very culture of our institutions and society.

I would like to conclude by stating that our greatest assets are those we seek to give a voice, those who are turning their experiences of crime into positive, beneficial and lasting change for others. I feel deeply privileged to have the opportunity to learn from them every day. 

An insight into two weeks work experience at User Voice

Jude Jubey
12/8/2013

Speaking at the Criminal Justice Convention 2013

Week 1, Monday

I was in a meeting with Bob Ashford, who is running an organisation called Wipe the Slate Clean. They are trying to get people that have committed a crime years ago that was seen to be a minor offence to have it removed from their history. This I felt was very interesting because it’s one thing that is very close to my heart, because I hope one day I could have my own slate wiped clean.

Later that day I was in a preparation meeting about going to see the MP Jeremy Wright on the rehabilitation of prisoners. This was very interesting because the new plans mean that a lot of things are changing, and I felt that it if the government did it the wrong way things could get much worse.  That meeting went on for a long time, I got to meet council members from all over the country and we all realised that most of the time people are facing the same kind of issues just in different places.

Week 1, Tuesday

We went to the Ministry of Justice and we all made our points to the MP. I felt happy that everyone got a word in, and I hope that he took what we said into consideration, only time will really tell.

Then we went to a meeting at London Probation to talk about what happened and how we felt it went. This was very interesting because I was able to see how everything works and develop a better understanding.

Week 1, Wednesday

I was at a meeting with the head of London Probation, Mark Johnson and Daniel Hutt. They talked about the benefits that User Voice has been able to bring to the trust through elected council members within Probation. 

Then we went to a Cando Coffee meeting with What If, we were looking at the branding and what kind of message Cando want to give out to their customers. Being a social enterprise they have to be very careful because some people don’t know what it is and will think it’s just another charity.

Then we had another meeting right afterwards with one of the board members looking at the structure of User Voice and how the board works, and this gave me a much deeper understanding of how big User Voice really is and how big it’s grown in such a sort time. This for a charity I think is an amazing thing because it just shows how different they are to many of the other organisations that work within the criminal justice system.

Week 2, Monday

I was at the office helping to map out Southwark to make sure that we understand what things are being offered to young people. I enjoyed it because I was able to learn so much about the different organisations within my area.

Week 2, Wednesday

We went to meet the young people at Tower Hamlets Youth Offending Service and we took them for some lunch, and I had a talk with one of the young people about what she wants to do. I showed her that there are apprenticeships that she could get involved in and I called one of my contacts that work in Channel 4 Apprenticeships and she gave me the link to what was left on offer and I passed the information on.  This I hoped would help her to do something really good with her time. There is something about helping people that I enjoy and I really think is vital in life because when you give you feel so much better.

Week 2, Thursday

I was with Mifta and Shauna at Southwark feeding back to the Youth Advisory Group on what I had been getting up to on my work experience and showing them that it really is an amazing door that User Voice opens to you and it’s always about you being able to show people that you are a capable person.

The week was an amazing insight to how User Voice works and how much change they are making to the criminal justice system, and this I think is an amazing thing because it really does need a change and only offenders can stop re-offending. It also showed me that I had the skills to influence people in a positive way to see how by helping us you will be helping so many more people.

I want to thank everyone for giving me the chance to do my work experience at such an amazing place, it really opened my mind and gave me so much energy and drive being around such wonderful and inspirational people.