UNCLASSIFIED

Probation
Circular

PC10/2007 – OFFENDER ENGAGEMENT GOOD

PRACTICE GUIDE

IMPLEMENTATION DATE: 12 June 2007 EXPIRY DATE: June 2012

TO: Chairs of Probation Boards, Chief Officers of Probation, Secretaries of Probation Boards
CC: Board Treasurers, Regional Managers

AUTHORISED BY: Sarah Mann, Head of Interventions and Substance Abuse unit,
Richard Mason, Head of Offender Assessment and Management Unit
ATTACHED: Annex A – Offender Engagement Good Practice Guide
Annex B – Equality Impact Assessment Form
RELEVANT PREVIOUS PROBATION CIRCULARS
PC10/2006
CONTACT FOR ENQUIRIES
jacob.mcclure2@homeoffice.gsi.gov.uk or 0207 217 8992
peter.king@homeoffice.gsi.gov.uk or 020 7217 0678

PURPOSE
1. To give some examples of good practice in obtaining and using offender feedback
2. To invite areas to use this guide as a template to develop their own strategies for
obtaining and using feedback from service users
3. To inform areas of joint work between the National Probation Service and the Prince’s
Trust to encourage offender engagement in Probation Boards’ activities

ACTION
Chief Officers are asked to ensure that all relevant staff have access to the Offender
Engagement Good Practice Guide. The guide is intended to be a tool for areas and regions to
use as they consider appropriate and does not prescribe specific actions. Areas may chose to
use this guide as a template in developing local strategy and policy for obtaining and using
offender feedback.

SUMMARY
There is evidence across both the public and private sectors that engaging service users in
shaping services is one factor linked to improvement of services and higher rates of service
retention. In the criminal justice system there is evidence that those who complete treatment or
offending related interventions have better outcomes in terms of reducing offending than those
who fail to complete.

ISSUE DATE – 15 May 2007

UNCLASSIFIED 1 of 2
 UNCLASSIFIED

Commissioners of services for offenders may require providers to demonstrate that they have
appropriate arrangements in place for obtaining and using feedback from service users. This
may form part of the commissioning standards which are developed for interventions and
offender management.

There has been a drive across the public sector to routinely engage those in receipt of services
in service development. This is now supported by statutory requirements and is high on the
agenda for inspection bodies such as the Healthcare Commission, the former National Care
Standards Commission and increasingly with Her Majesty’s Inspectorate of Probation (HMIP).

Offender Engagement Good Practice Guide

As a response to this changing environment, the former NPD, surveyed the extent of current
arrangements for engagement with offenders, in order to identify best practice and to consider
how to share it. Most areas gave some examples of how they obtained offenders’ views but few
considered they were doing enough to integrate offender feedback into their work. Areas
considered that knowing about practices in other areas would be helpful hence the
establishment of a project board, reference group and ultimately the production of this guide.

The guide consists entirely of examples submitted by probation areas towards the end of last
year. Contact details have been included where contributors are willing to be contacted to
provide additional information.

It is acknowledged that practice in probation areas may have already moved on since the
examples were collected. Offender engagement is also a rapidly developing area of work for
NOMS and a number of related initiatives are underway such as the RDS work to develop a tool
to assess offenders’ experience of supervision, and work in a number of prisons to develop
prisoners as advisors, counsellors and as participants in Prison Councils and Race Equality
Councils. The attached good practice guide is therefore intended as a starting point for
probation areas by probation areas.

National Probation Service and Prince’s Trust Initiative

The Princes Trust and National Probation Service are setting up a network of ex offenders to act
as advisors to the 42 local Probation Boards in England and Wales. Dorset Area is running a
User Voice Programme and is developing a template for ex offender engagement with Boards.
It is anticipated that this template will be issued to Areas in June 2007. This initiative follows a
recent summit on youth crime held by the Prince of Wales, with ex offenders, the Home
Secretary and Attorney General. The meeting obtained the views of ex offenders on how they
considered the criminal justice system could be improved to reduce offending.

The Prince’s Trust is also piloting a new scheme offering one to one support to offenders who
are released from prison back into the community. Ex offenders meet offenders at the prison
gates to provide support and a positive role model. One to one schemes will be launched in
Guys Marsh, Channings Wood and Reading Prisons and also in Portland Young Offender
Institution. Further information about these initiatives is available from Rob Cope at ‘The
Prince’s Trust’ (0207 7543 7401).

PC10/2007
Offender Engagement Good ISSUE DATE – 15 May 2007
Practice Guide UNCLASSIFIED 2 of 2
Annex A

Inform, Consult,
Engage

An Offender
Engagement Good
Practice Guide

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 Inform, Consult, Engage

An Offender Engagement Good Practice Guide

Contents List

1. Introduction and Rationale

2. Target Groups
3. Sources
4. Why Engage Service Users?
5. Background and Context of the Offender Engagement Project
6. Engaging with the Offender
7. Maintaining a local Offender Engagement Good Practice Guide
8. General Advice on Language
9. Equality and Diversity

Annex A

1. Examples of Good Practice – Inform/Consult/Involve

2. Innovations
3. HMP Altcourse Service User Group feedback
4. Other Agencies and Prison Service

Annex B 1. Acknowledgements

1. Introduction and Rationale

There is evidence across both the public and private sectors that engaging service users in shaping services
is one factor linked to improvement of services and improved rates of service retention. In the criminal justice
system there is evidence that those who complete treatment or offending related interventions have better
outcomes in terms of reducing offending than those who fail to complete.

Commissioners of services for offenders may require providers to demonstrate that they have appropriate
arrangements in place for obtaining and using feedback from service users. This may form part of the
commissioning standards which are developed for interventions and offender management.

There has been a drive across the public sector to routinely engage those in receipt of services in service
development. This is now supported by statutory requirements and is high on the agenda for inspection
bodies such as the Healthcare Commission, the former National Care Standards Commission and
increasingly with Her Majesty’s Inspectorate of Probation (HMIP).

Aims and Objectives

The aim of this document is to help areas improve offender retention and to prepare for contestability by:

1. giving examples of good practice in obtaining and using offender feedback

2. encouraging probation areas to use this document as a template to develop their own strategies for
obtaining and using feedback from service users

Areas may wish to work collaboratively in producing their own strategies for offender engagement.

2. Target Groups

This document has been produced primarily for staff working in the
• National Probation Service and NOMS Headquarters.

It may however also be of interest to:

 • Regional Offender Managers (ROMS)

• National Association of Probation Officers (NAPO)

• UNISON

• Charities and Non Governmental Organisations (NGOs)

• Community organisations and representatives

3. Sources

This document has been developed by the Offender Engagement Reference Group. This Reference Group
consists of representatives from the National Probation Service (NPS) and the National Offender
Management Service (NOMS) headquarters.

The document has been reviewed and assessed by the HMP Altcourse Service User Group and the North
Wales based Channel Service User Group. Their feedback has been influential in the shape, format and
content of this document.

A special thanks should be made to Stephen Ray from North Wales Probation Area for his solid support and
suggestion which have helped shape this document.

Relevant contacts for information are provided throughout this document by hyperlink or free text.

For further information about this document please contact Jake McClure, Project Manager or
Claire Wiggins, Head of Intensive Interventions, Interventions & Substance Abuse Unit, NOMS.

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4. Why engage service users?

The National Probation Service is undergoing rapid change. This includes changes in the way probation
services are organised, financed and managed. These changes can create difficulties for staff and service
users. It is important that changes take into account the service users’ views about how services are
structured and delivered and that service users consider they have a meaningful input into their programmes
and treatment. This is important in improving retention of offenders and helping the Probation Service
prepare for contestability.

This guide suggests that all practitioners within the Probation Service should see User Involvement as an
integral part of their working lives. This will enable service users to genuinely influence the planning and
development of services and feel properly engaged in how services are allocated. It will also provide a
valuable insight into their effectiveness.

Service users in fields outside of probation frequently mention that being engaged with the planning and
delivery of services is a therapeutic experience which increases their self esteem and confidence. It gives
them a feeling that they are valued as people who can make a positive contribution to improving services,
despite their problems.

Involving service users can also have positive outcomes for staff. Building better relationships with service
users, developing a deeper understanding of their difficulties and working with them to solve problems can
make staff feel their work is more effective and enjoyable.

This can be summarised in a quote from a Voluntary Sector Day Service worker:

‘One of the outcomes of our growing service user involvement has been that in discussion with
service users our staff decided to change the way they worked. Instead of giving service users a few
minutes of our time, when we could spare it we decided that each staff member should be

3
responsible for a small group of service users. We are now able to give each group an hour or two of
our undivided attention regularly. We have been astonished and delighted at the difference this has
made to us all. It was like a light had been suddenly switched on. Our job satisfaction has really
improved’.

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5. Background and Context of the Offender Engagement Project

In PC 10/2006, NOMS surveyed the extent of current arrangements for engagement with offenders, in order
to identify best practice and to consider how to share it. Most areas gave some examples of how they
obtained offenders’ views but few considered they were doing enough to integrate offender feedback into
their work. Areas considered that knowing about practices in other areas would be helpful and this is why we
have produced this ‘Offender Engagement Good Practice Guide’.

In addition to examples drawn from probation areas, this document includes some examples of service user
engagement by external agencies. Probation areas may want to contact these agencies for additional
information on specific projects.

• This work links to the broader NOMS and Youth Justice Board (YJB) ‘Approach to Communities and
Civil Renewal’, launched in November 2005. This aims to promote the role of communities in
offender management, through regional reducing re-offending action plans and local plans. It also
addresses the role of offenders as ‘responsible citizens’, supporting others in prison and the
community and contributing to consultations or advisory bodies.

• Offender engagement also links to work strands which aim to find out more about the difficulties
faced by offenders in accessing mainstream and specialist provision whilst under supervision and
beyond. Three Reducing Re-offending Alliances – Corporate, Civic Society and Faith and Voluntary
Sector - were launched by Baroness Scotland in November 2005 and are being taken forward as
part of the National Reducing Re-offending Delivery Plan to promote and encourage greater
involvement from employers, local authorities, local people and voluntary and faith organisations in
our work to reduce re-offending The Civic Society Alliance (CSA) aims to ensure ex-offenders have
equality of access to mainstream services such as accommodation and health as well as to leisure
facilities – sport, arts and music - to help keep them engaged in purposeful activities.

• NOMS is currently developing a Volunteering Strategy for consultation. The strategy will outline a
vision and strategy for engagement of volunteers and mentors across NOMS, and it will also cover
the value of engaging offenders in volunteering opportunities in prisons and the community as a
route to change and progression.

• The Research, Development and Statistics (RDS) team in the Home Office are currently developing
a performance tool to support the NOMS Standards for offender management. Currently all
prisoners have a questionnaire completed by prisoners which is used to asses the quality of prison
life. RDS is working on a similar questionnaire for offenders serving community sentences or under
licence.

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6. Engaging with the offender

In recent years there has rightly been a focus on ensuring that offenders are punished as well as
rehabilitated; that the sentence of the Court is enforced, risk is managed and the public is protected.

But it is also the case that services for offenders are most likely to be effective if offenders see their value
and appreciate what is available. In a competitive environment services must be creative and innovative and
delivered in ways that are accessible to offenders. In summary, whilst offenders are statutorily obliged to
report, the work of the probation service is more likely to be effective if the design, delivery and evaluation of
supervision have been informed by some input from offenders.

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In some cases this might require the offender manager to be seen not just as an expert in supervision but as
someone who actively engages offenders as people whose expertise can contribute to improving practice
and achieving lasting change.

Introducing this perspective will require leadership from senior and middle managers who may need to
create opportunities to include offenders amongst those stakeholders whose views are routinely sought in
developing new initiatives and evaluating delivery. This can be supported by applying the Charter Mark
Standard. This requires that service users are involved in:

• setting standards for service delivery (e.g. waiting times, responsiveness)

• suggesting improvements to services
• providing feedback on the content and quality of service delivery and receiving information on how
this process of consultation had led to improvements

Much can be learned from the way successful voluntary organisations have engaged service users in
transforming the way services are delivered. There is a challenge here for the Probation Service. It is
important that the potential benefits of offender engagement such as retaining offenders for longer and
promoting change are linked to reducing the risks of re offending and protecting the public. Service user
engagement is good business practice.

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7. Maintaining a local Offender Engagement Good Practice Guide

• The best practice guide on offender engagement can be used as a template for areas and the
contacts given can provide additional information if required. Areas may wish to identify a local lead
on this subject for producing and updating local guidance. It is good practice to update local
guidance regularly.

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8. General Advice on Language

• Language should be simple, direct and concise.

• Language must be appropriate for all users. Old fashioned or overly formal terms should be avoided.

• Jargon, abbreviations and terminology should be avoided. Where terminology is necessary a clear
explanation should be provided to users.

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9. Equality and Diversity

NOMS takes seriously its responsibilites to promote equality and diversity .

The need to avoid unfair discrimination applies to offenders and ex-offenders. Offender engagement across
the Probation Service should ensure the rights of the individual are maintained and respected.

Some service users may require additional support to give their views about their experiences. Probation
areas should do all they can to facilitate feedback from as wide a range of service users as possible.

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Annex A

1. Examples of Best Practice – Inform/Consult/Engage

The following section is annexed as it is a working document which NOMS headquarters or probation areas
may want to update with the development of new initiatives.

In this annex:

An initiative is an action or product which displays energy or aptitude in terms of informing, consulting or
engaging offenders or ex-offenders in shaping service delivery.

An innovation is an action or product which is a new idea, method, or device which engages offenders or
ex-offenders in shaping service delivery.

Examples of best practice will be described in the following format:

• What the initiative/innovation is

• Why it was developed
• How it is used
• How it is monitored
• Where further information can be found (email hyperlinked to contact)

They will be categorised under the following headings:

• Inform
• Consult
• Engage

The following initiatives and innovations were highlighted by the HMP Altcourse Service User Group as
being of particular relevance to offenders:

• Specialist intervention to obtain offender view of those going into breach (Para 1.2.5)
• Consultation of prisoners who have licences revoked whilst still in custody (Para 1.2.6)
• Interviews with sample of offenders who fail to attend at Unpaid Work (UW) or programmes to
understand better the barriers to attendance (1.2.8)
• Hostel residents involved in decisions about the hostel regime (Para 1.2.10)

The reasoning behind this can be found in annex 3 which summarises the feedback from the HMP Altcourse
Service User feedback group.

1.1

• INFORM

These examples of best practice aim to ensure that service users are effectively informed of the services
provide by the Probation Service.

1.1.1

Initiative
What the initiative is:
Why it was developed:
Internet/Intranet
1. Internet site for members of the public
2. Intranet site for all staff
1. Public awareness
2. Management tool and staff awareness. All information such as staff

6
 handbook, now available using this medium
How it is used: For general public, families and contacts of offenders and ex-offenders
How it is monitored: Internal IT Unit
For further information, Rebecca Mandeville-Norden, Senior Research Officer, Devon and Cornwall
contact: Probation, 01392 474139; Kent Probation Area

1.1.2

Initiative Multimedia – DVDs/Videos/Interactive media information

What the initiative is: Offenders talking positively about what probation have done to improve their
lives; Offending Behaviour Programmes – what to expect; DVDs about
programmes featuring staff and offenders
Why it was developed: Inform service users; The programmes video for offenders was developed to
make information about accredited programmes more accessible and to
increase compliance and completion rates
How it is used: Available to all areas and for all service users; Plan to show DVDs to
programme groups at the start of the programme
How it is monitored: Evaluation Form
For further information, Rebecca Mandeville-Norden, Senior Research Officer, Devon and Cornwall
contact: Probation, 01392 474139; Greater Manchester Probation; West Midlands
Probation; Lancashire Probation ; Fiona Buchanan, Leicestershire and
Rutland Probation

1.1.3

Initiative Leaflets/Newsletters
What the initiative is: Numerous types for example Approved Premises, Skills for Devon and
Cornwall, a newsletter by offenders for offenders
Why it was developed: Inform service users
How it is used: Distributed by Offender Managers (OMs), hostels, offices
How it is monitored: Offender Feedback Survey – have you received/what are they about?
For further information, Kent Probation Area; Rebecca Mandeville-Norden, Senior Research Officer,
contact: Devon and Cornwall Probation, 01392 474139; Fiona Buchanan,
Leicestershire and Rutland Probation

1.1.4

Initiative Induction Pack

What the initiative is: Ensuring positive and motivational contact during the initial phase of an
order; An induction booklet for all offenders
Why it was developed: As a result of service user group input
How it is used: The initial phase of the order needs to establish a strong emphasis on
offender involvement, the centrality of assessment and sentence planning
which clearly sets out the interventions that will be delivered, by whom and to
what timescale
How it is monitored: Service user group
For further information, Lancashire Probation; Leicestershire and Rutland Probation
contact:

1.1.5

Initiative Health and Safety Sessions

What the initiative is: Health and Safety instructions leading to Open College Network (OCN)
qualification at Unpaid Work Pre Placement Work session.
Why it was developed: Safety on Unpaid Work sites, useful qualification for obtaining work.
How it is used: Used at Pre Placement Work sessions.
How it is monitored: Sessions quality assured and monitored.
For further information, Darren Daniel, Community Work and Community Safety Manager, Dyfed-
contact: Powys Probation Area, 01874 614150; Rebecca Mandeville-Norden, Senior
Research Officer, Devon and Cornwall Probation, 01392 474139

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1.1.6

Initiative Touch Screen in Reception

What the initiative is: This is a suggestion that was made by the reference group which has not
been implemented by the NPS as yet.
Why it was developed: n/a
How it is used: n/a
How it is monitored: n/a
For further information, n/a
contact:

1.1.7

Initiative Victim Surveys

What the initiative is: To seek the views of victims after first contact from Victim Liaison and
following offender’s release; Annual Victim Survey; Administered at the
beginning, middle and end
Why it was developed: To replace a much cruder feedback form which had a very low response rate
How it is used: To improve practice, quality assure service and monitor performance
How it is monitored: Input to a bespoke database; Annual Survey and report of victims contacted
For further information, Imogen Brown, Assistant Chief Officer (ACO) Information Services, West
contact: Yorkshire Probation; Mike Foster, Victim Liaison Officer, Dyfed-Powys
Probation Area, 01267 222299/ Rebecca Mandeville-Norden, Senior
Research Officer, Devon and Cornwall Probation, 01392 474139

1.2

• CONSULT

These examples of best practice aim to ensure that service users are consulted on with regard to shaping
service delivery

1.2.1

Initiative Telephone Surveys and text messages

What the initiative is: To obtain qualitative feedback and to encourage service users to attend
programmes
Why it was developed: Work in progress – to avoid travel and expand on work accomplished
How it is used: See below
How it is monitored: Recommendations incorporated into year’s annual plan
For further information, Rebecca Mandeville-Norden, Senior Research Officer, Devon and Cornwall
contact: Probation, 01392 474139; Leicestershire and Rutland Probation

1.2.2

Initiative Structured/Semi-Structured Interviews

What the initiative is: All qualitative research projects relating to service delivery incorporate
feedback from offenders gathered through structured or semi-structured
interviews.
Why it was developed: To gain a better perspective on the service provided and assess interim
outcomes where relevant
How it is used: To improve service delivery
How it is monitored: Through follow-up with internal research commissioner
For further information, Rochelle Harris, Research Manager, West Yorkshire Probation
contact:

1.2.3

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 Initiative Surveys
What the initiative is: To obtain user views at end of interventions: all offenders, hostel, UW, ETE;
to measure satisfaction with a range of issues and to contribute to
improvements to services.
Why it was developed: Users surveys at end of Unpaid Work and Accredited Programmes;
developed as part of a process of continuous improvement for Chartermark.
How it is used: To inform practice and identify user satisfaction
How it is monitored: Collated on all relevant users and reports prepared annually; action plans
developed as a result
For further information, Jeremy Corbett, Head of Interventions, Dyfed-Powys Probation Area, 01874
contact: 614150; Rebecca Mandeville-Norden, Senior Research Officer, Devon and
Cornwall Probation, 01392 474139; Greg Parle, Development Officer,
Leicestershire and Rutland Probation, 0116 248 0514

1.2.4

Initiative Focus Groups

What the initiative is: Drug Rehabilitation Requirement (DRR) focus groups; Beneficiaries of
Statutory Victim Contact
Why it was developed: To gain offenders’ views.
How it is used: To inform service improvements.
How it is monitored: Undertaken by outside consultants.
For further information, Kevin Fisher, Drug Intervention Programme (DIP) Manager, Dyfed-Powys
contact: Area, 01267 236862; Alan Gray, Senior Probation Officer, Leicestershire and
Rutland, 0116 2428403

1.2.5

Initiative Specialist intervention to obtain offender view of those going into

breach
What the initiative is: To assess if the probation area could have done more to reduce the
likelihood of breach. To give the offender an opportunity to re-engage at the
earliest point following their court appearance. To build up a picture of each
team performance and learn from the results
Why it was developed: In Teesside there is a specialist Breach unit where the same members of
staff prosecute the breaches every week. These staff are not the offender
managers. On leaving the court room, each offender who is breached is
asked what the service might have done to help prevent the offender
breaching. This is designed to open candid dialogue and give the offender
the chance to respond. The Breach team staff member then feeds back to
the offender manager who records the event on the case file
How it is used: To gain a clearer picture of the causes of breach and to build any learning
into future supervision of offenders. The findings from this project are also
useful information for new staff induction
How it is monitored: It is early days for this project, however the specialist Breach team are
collecting figures that show what proportion of offenders were spoken with
after their court appearance. Reasons are recorded and shared during staff
supervision. The information is shared with the unit manager who will
subsequently will ensure wider service feedback as necessary
For further information, Teesside Probation
contact:

1.2.6

Initiative Consultation of prisoners who have licences revoked whilst still in

What the initiative is:
Why it was developed:
custody
Developed to gather information from offenders who have breached their
licence.
Most offenders in Teesside are picked up locally and taken to the local
prison. This new initiative links in some respects with Phase 2 Offender
Management. It is envisaged that all offenders who are received via the

9
 recall process into our local prison will be interviewed by seconded staff if the
outside office is unable to attend to discuss reasons for breach and if the
probation service could have done more to reduce the risk of breach
How it is used: To gain a clearer picture of the cause and to be better able to build these
issues into the supervision of offenders. It is also useful information for staff
induction. Offender managers can discuss the reasons for failure on licence
generally with new offenders coming out on licence. It is thought it might
have a positive impact if we actually use quotes from other offenders as part
of this process. For this to be possible, what is recorded at the interview in
the prison is very important
How it is monitored: Offender managers are contacted by whoever held the interview with the
offender and records the detail on the contact log. It is proposed that a
contact log code dedicated to this activity should be used to help with
recording
For further information, Teesside Probation
contact:

1.2.7

Initiative Ongoing questionnaires regarding Approved Premises

What the initiative is: Service user involvement in the development of Approved Premises

Why it was developed: Contact Teesside Probation for further information

How it is used: Contact Teesside Probation for further information
How it is monitored: Contact Teesside Probation for further information
For further information, Teesside Probation
contact:

1.2.8

Initiative Interviews with a sample of offenders who fail to attend at Unpaid Work
(UW) or programmes, to better understand the barriers to attendance
What the initiative is: To understand what factors are making it difficult for offenders to complete
programmes and/or UW requirements
Why it was developed: To address issues of attrition and enhance completion rates
How it is used: Both initiatives are part of current research studies and the information will
be used to make recommendations to improve practice and/or targeting
How it is monitored: Through monitoring completion rates
For further information, Imogen Brown, ACO Information Services
contact: West Yorkshire Probation

1.2.9

Initiative Women’s Review

Why it was developed: To get the views of women offenders on their needs and how well these
needs were being met, and also to obtain their ideas on how things might be
done differently
What the initiative is: Staff and offenders were consulted both on community orders and in custody
via a range of interviews and focus groups, and carried out an extensive
literature review to produce a report with recommendations
How it is used: The review was used to highlight changes we needed to make to current
practice and has informed both policy and related practice guidance, and
individual pieces of work
How it is monitored: Monitored through policy monitoring process and hoping to get race and
gender monitoring results soon. Ongoing engagement and revisiting of this
piece of work need to be considered.
For further information, West Midlands Probation/Devon and Cornwall Probation
contact:

1.2.10

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 Initiative Hostel residents involved in decisions about the hostel regime
(Resident meetings)
Residents doing own laundry
Residents helping to redecorate hostel communal areas
Why it was developed: As part of the introduction of pro-social modelling into hostels: The physical
appearance of the hostels, their regimes and general atmosphere are seen
by staff as an important part of creating a positive working environment
(along with improved staff/staff and staff/resident relationships
What the initiative is: Several different initiatives designed to reflect a more pro-social approach
How it is used: To change aspects of the physical environment and hostel regime
How it is monitored: Not known
For further information, Caroline Henry, Research Officer, South Yorkshire Probation
contact:

1.2.12

Initiative 360 degree feedback

What the initiative is: This is a suggestion that was made by the reference group which has not
been implemented by the NPS as yet. By 360 degree feedback, the
reference group were referring to the service user’s right to feedback on
Probation personnel and to receive subsequent results from the feedback.
Why it was developed: n/a
How it is used: n/a
How it is monitored: n/a
For further information, n/a
contact:

1.3

• ENGAGE

These examples of best practice aim to ensure that service users are directly involved in shaping and
implementing service delivery.

1.3.1

Initiative Information factored into business plans

Why it was developed: To improve service delivery
What the initiative is: Feedback monitored across the board
How it is used: Research monitored, collated and factored into annual plans
How it is monitored: Reviews
For further information, Rebecca Mandeville-Norden, Senior Research Officer, Devon and Cornwall
contact: Probation, 01392 474139

1.3.2

Initiative Training Event/Conference involvement

Why it was developed:
What the initiative is:
How it is used:
To illustrate how probation impacts upon offenders and to look at this as a
means of promoting the offender engagement agenda within the
organisation.
To ask offenders under supervision to input into selected conferences,
individually or as part of a group. Evidence the direct involvement of service
users in events focused on service and staff development. An example is
the launch of the Drug Intervention Programme whereby service user groups
had their own stalls around the event. In addition there were also inputs to
the event from service users. Offenders were also involved in the design and
implementation of a video documenting their experiences of probation to be
shown at conferences
To give direct input from the ‘consumer’ and to enhance traditional training

11
 and conference type events by giving service users a voice. What is also
clearly modelled is inclusiveness and valuing contributions and views relating
to service provision. A way to support this is by recognition of these
contributions through providing ‘certificates of acknowledgement’. Additional
gains for those contributing are assistance in terms of CV development and
future employment. There has been built in links to existing programmes
such as the Duke of Edinburgh’s Award. Service Users also participate in
internal conferences and work with the Butler Trust.
How it is monitored: Subsequent feedback from attendees and participants
For further information, Imogen Brown, ACO Information Services, West Yorkshire Probation;
contact: Jeremy Corbett, Head of Interventions, Dyfed-Powys Probation Area, 01874
614150; North Wales Probation; Rebecca Mandeville-Norden, Senior
Research Officer, Devon and Cornwall Probation, 01392 474139

1.3.3

Initiative The establishment of a Prisoner Service User Group

Why it was developed: Brought on stream to seek to mirror the developments in the community. It
aims to enhance communication over issues in relation to area services on
the boundary with the prison and prisoners. The goal is to provide a platform
to enhance practice and policy development and to create an environment
within which prisoner agendas can be given a voice. A constructive dialogue
can then be developed with a view to improving services and offender
engagement.
What the initiative is: The basic structure is in place which has involved a representative group of
users engaging with development of this project. External representatives of
community based user groups have been admitted to the prison to provide
advice and guidance. Within the prison a structure has been established
which ensures representation on the group from all of the prison units.
Literature to promote this has been produced and is posted on all of the
units. The next phase is to develop direct engagement with community
based service providers alongside its in-house role with the prison and to
identify key stakeholders with a view to creating regular contact and a
situation specific dialogue.
How it is used: It should enable interchange around service delivery issues which will
contribute to development and improvement. The goal is to develop a series
of relationships which are relevant to specific areas of service delivery/need
for example Probation, Housing and Substance Misuse.
How it is monitored: Early meetings of the group are being minuted. A framework for evaluation
and monitoring will be developed as the initiative shapes up.
For further information, North Wales Probation Area
contact:

1.3.4

Initiative Offender involvement in volunteering

Why it was developed:
The North Wales Community Justice Partnership [NWCJP] was created in
order to involve a number of agencies interested in recruiting volunteers by
joining together to manage the initial recruitment and training process. The
Partnership includes Probation, Nacro (The crime reduction charity),Drug
Intervention Programmes (DIP), Duke of Edinburgh’s Award, Youth
Offending Teams (YOT), Victim Support, Relate, Channel (Service User
Group), and Women’s Aid & Making Tracks.

The aim was to increase community involvement in the sector through

volunteering and to create a better pathway for volunteering in terms of
people’s selection of agencies.

The critical point in terms of links with offenders is that during the course of
the past 12 months, the initiative has increasingly been aligned to provide an
opportunity for offender service users to become involved in the Community
Justice/Social Care sector - initially through volunteering. It should be noted

12
 that both the core training and subsequent volunteering activity have
accredited OCN units attached.
What the initiative is: The North Wales Community Justice Partnership Volunteers Initiative [which
operates across Anglesey, Gwynedd, Conwy and Denbighshire] is now a
mature and well established pathway running 4/5 recruitment and training
exercises a year. It provides a clear progression pathway for appropriate
offenders, delivering the opportunity for active volunteering in the Community
Justice sector. Service user groups are also involved in this and use it as a
medium to recruit and engage participants. Around 30% of those completing
the training programme have moved beyond volunteering into actual paid
employment within the partnership or with other agencies operating in the
Criminal Justice/Social Care sector. Others have also used the whole
training and volunteering experience as a platform to move into further and
higher education associated with training and development in the Criminal
Justice/Social Care field.
How it is used: It is used as a progression pathway and a platform for moving on into active
engagement in the Community Justice sector.
How it is monitored: Systems are in place through the Co-ordinator associated with tracking
subsequent activity and facilitating transfer across agencies. This role is also
linked to the OCN related pathway.
For further information, David Lloyd
contact:

1.3.5

Initiative Offender involvement with local Criminal Justice Boards

Why it was developed: This centres on the offender interface with local Criminal Justice Board
Volunteer Awards which have now been running for two years. The basic
framework is associated with a range of traditional areas linked to
volunteering contributions associated with Criminal Justice and Victim
Issues. Two specific awards were created for ex-offender volunteers – one
for under 18s and one for over 18s.
What the initiative is: Two dedicated award sections within the Criminal Justice Board Volunteer of
the Year initiative.
How it is used: To provide tangible recognition within the Criminal Justice and Community
Justice sector of the potential contribution of ex-offenders within that
community. It provides a platform for positively promoting this potential. It is
also a recognised, significant outcome for people who chose to move on to
volunteering/working in these sectors.
How it is monitored: It is not formally monitored. It is, however, an approach which generates
regular and positive publicity.
For further information, North Wales Probation Area
contact:

1.3.6

Initiative Offender involvement in training

Why it was developed:
What the initiative is:
It was created for potential users as an access route into a training pathway
that might otherwise not be available. The training pathway is waged and
involves the creation of a CV which provides actual evidence of work. This is
not exclusively a project associated with offenders but places a high
emphasis on offenders and others who for various reasons may be
“excluded” from accessing immediate mainstream employment and learning
opportunity in this direction.
The l Social Enterprise was scheme was developed. People at Work has
been under development since April 2006 and it is a fully fledged Social
Enterprise which receives intermediate labour market funding via European
Social Fund (ESF) Objective 1. The initiative was born out of an ambition to
improve the recruitment of sessional and locum relief staff. Its long term
ambition is to establish itself as a functioning business providing recruitment
and temping services for agencies operating in the Community Justice and
Social Care fields including residential care. The core product is a 10 week

13
 training and work taster programme. This is then followed up by a 10 week
work placement within an agency. Beyond that, participants will hopefully be
skilled up to access employment. As referenced previously, the longer term
ambition is to form this fledging initiative into a job/temping agency.
Significant evidence of effectiveness in terms of work outcomes is already
developing from its early period of operation. For example 6 of the 8
participants in the first group accessed employment as a result of the
initiative. During the course of a recent NOMS visit it was reported that 11
out of 16 participants accessed to work or work placements were ex
offenders.
How it is used: This is evident from comments above. Agency and individual referrals are
accepted into a recruitment process based on application forms and
interviews through which participants are then selected. A strong
relationship has developed with this project as a progression point from the
Community Justice Volunteers initiative.
How it is monitored: The monitoring framework is provided by the ESF infra structure. As already
referred to, there is significant evidence of early success. In terms of long
term development into a job’s agency, it is anticipated that huge potential
exists for this service to interface with the needs of local authorities, health
and other providers in the future.
For further information, North Wales Probation Area
contact:

1.3.7

Initiative Sentence plans in offender’s voice

Why it was developed: Offenders expressed some concerns that they did not fully understand what
was expected of them and this resulted in confusion and some missed
appointments
What the initiative is: A jargon free approach to writing sentence plans using offender’s words and
the first person.
How it is used: Offender managers more easily able to explain requirements and
expectations of sentence to offenders when they can relate to the language
used, e.g. ‘I will come to the probation office at 2.30 each Wednesday to see
Jill my probation officer.’
How it is monitored: Line managers audit sentence plans at the point of countersignature -
confusing language/jargon is screened out
For further information, Teesside Probation
contact:

Back to top

2. Innovations

• This section relates to untried initiatives or initiatives which are being piloted which could be adapted
for implementation in local areas:

2.1

Innovation Offender Involvement in Business Development

Why it was developed:
What the initiative is:
It is a waged Social Enterprise that we have established in association with
NACRO and the WCVA (representing the voluntary sector) in North Wales.
It is ESF funded. It is about engaging offenders from the outset in a
development which is geared towards building a functioning business –
basically the foundation for the development of an offender led business co-
operative which might ultimately be “owned” by offenders and run as a
business which can then create further training and work opportunities for
offenders in the future.
This is the first phase in the development of a training and work pathway
which is primarily running as a training programme at the moment. It will

14
 involve participants in all issues associated with the day to day running and
development of a functioning business. In summary we are trying to develop
a model which could be replicated elsewhere.
How it is used: It is a training and employment pathway for offenders at the moment. First
phase development has already seen two successful outcomes. It also has
work experience and work placement opportunities as outputs.
How it is monitored: All of the basic monitoring is embedded as part of the ESF project. It is
attracting significant interest from stakeholders, including local MPs and
officials from WAG (Welsh Assembly Government) and NOMS.
For further information, North Wales Probation
contact:

2.2

Innovation User involvement in delivery of volunteering and employment agenda

Why it was developed: Contact Kent Probation for more information
What the initiative is: Using volunteer mentors to support offenders. Many mentors are
themselves ex-offenders
How it is used: Contact Kent Probation for more information
How it is monitored: Contact Kent Probation for more information
For further information, Kent Probation Area
contact:

2.3

Innovation Offender producing service user guides

Why it was developed: To ensure offenders start to fulfil “representative” roles with reference to
issues such as complaints
What the initiative is: Offender involvement in the production of service user guides – a specific
example is the production of a User Guide to Approved Premises by a
service user.
How it is used: The User Guide is used as a significant document for residents and
prospective residents of the facility. Service Users also contribute to
associated developments for example with information leaflets and
promotional activity such as contributing to the development of satisfaction
questionnaires.
How it is monitored: To generate ongoing resident user feedback in relation to the product with an
eye to its continuing development.
For further information, North Wales Probation
contact:

2.4

Innovation Offender participation in design and development of questionnaires

Why it was developed:
What the initiative is:
How it is used:
How it is monitored:
To improve the quality of established exit questionnaires for different
activities and interventions. To try to develop the existing questionnaires into
something meaningful which will have a real impact on design and delivery of
services. To link this work to the developmental and performance
improvement agenda we allocated an Area Performance Officer with a lead
role in terms of the development, use and roll out of the product
A range of “discipline” specific questionnaires, to be used on exit and on an
ongoing basis. Team managers are required to engage directly with a
percentage of service users annually to ensure completion of the
questionnaire. Usage and development on a “live” basis in relation to some
programme activity is being piloted along with active involvement of a service
user in tracking progress and participant views during the course of a
programme. Other ongoing enhancements involve a user group
representative in direct engagement with a cohort of unpaid work groups.
To increase participation and to secure a heightened level of user activity.
This is a piloting stage focused on testing different ways of bringing these
potentially static processes to life.
A dedicated lead role has been given to the Performance Manager,

15
 supported by local managers.
For further information, North Wales Probation
contact:

2.5

Innovation Offender involvement in staff appointments

Why it was developed: To give hostel residents a stake in the appointment of offender managers
working in a specific hostel (see below)
What the initiative is: Part of the Westgate Project: a hostel intervention which caters for young
adult offenders who are eligible for HDC (Home Detention Curfew). The
project seeks to offer those who would normally be turned down for HDC the
opportunity of moving back into the community within a highly supervised
environment
How it is used: An offender sits on the appointment panel
How it is monitored: n/a
For further information, Gini Whitehead, ACO West Yorkshire Probation
contact:

2.6

Innovation Establish service user groups

Why it was developed: To establish a service user framework which has the capability of
contributing to policy and strategy development, with a focus on individual
and cross agency agendas and service delivery issues associated with this.
The main focus is to develop a user based support service. Inter-agency
pooled funding streams are being used to facilitate capacity building of these
groups.
What the initiative is: Properly constituted service user groups.
How it is used: Representation from these groups with regard to consultation over policy and
strategy is being embedded into local and pan North Wales inter agency
structures. The user groups are starting to develop structures which provide
day to day support as an enhancement to agency involvement. Some areas
are starting to undertake service quality assessment tasks and are replacing
the established notice informing service users of their responsibilities with a
statement describing both user and organisational responsibilities.
How it is monitored: This work effectively is “self-monitoring” in that development tracked on an
interactive basis.
For further information, North Wales Probation
contact:

2.7

Innovation Offender surveys of offices with feedback

Why it was developed: To gauge offender perspective on quality and layout of offices; to determine
different levels of performance in larger areas
What the initiative is: Offenders undertake service quality assessment tasks
How it is used: An example is “mystery shopper” (an offender not known to the office) visits
to check out office facilities, receptions, etc. One pending product of this is
the development of a joint organisation and service user statement for
reception areas in probation offices.
How it is monitored: Output based self-monitoring
For further information, North Wales Probation; Devon and Cornwall Probation
contact:

2.8

Innovation Offenders working in support and provisional roles associated with

service provision
Why it was developed: To develop contributions to induction and familiarisation processes. If we

16
 can develop active participation across a range of interventions from
offenders who have completed them (“graduates”), this has the potential to
stimulate commitment and improve compliance by future users
What the initiative is: It is very difficult to describe specific and continuing development in relation
to this ambition at the moment. Some users have become involved in some
pre-programme work. Other associated examples of users becoming
involved in peer support type roles in situations such as Approved Premises.
How it is used: This product is in the early stages of development
How it is monitored: This product is in the early stages of development
For further information, North Wales Probation
contact:

2.9

Innovation Changing language (ie from offender to user)

Why it was developed: Please contact North Wales Probation for more information
What the initiative is: Please contact North Wales Probation for more information
How it is used: Please contact North Wales Probation for more information
How it is monitored: Please contact North Wales Probation for more information
For further information, North Wales Probation
contact:

Back to top

3. HMP Altcourse Service User Group feedback

This is the Service User Group referred to in paragraph 1.3.3.

Specialist intervention to obtain offender view of those going into breach

The group felt that having a breach team is an important step forward in trying to change offending
behaviour. They considered this was particularly important if they had received interventions from staff who
were not their offender managers. Offenders believed that if they were considered to be in breach of the
requirements of an order/licence but had not re offended there should be an alternative option to sending
them back to prison. Their view was that encouraging and guiding a client to participate in community
services was more effective than sending them back to prison. It was suggested that a review period would
be beneficial before being breached/recalled to see how/what/why wasn’t working – and to see if changes
could be implemented which would give the client a second chance to participate in community programmes
which would benefit them. The group entirely accepted that any concerns about risk to the public would
override other considerations.

The group expressed concern that they sometimes had several appointments made for them with various
agencies and having to go to so many different places, for something they neither enjoy, nor benefit from
could reduce their compliance. One key worker from a specific agency, in consultation with the individual,
could put together a programme which the client is more likely to attend, and get something out of. This
would then throw more weight behind the ‘shaping service delivery’ section as it would be governed around
service user involvement/participation.

Consultation of prisoners who have licences revoked whilst in custody

Licence revoke/recall is an area which raised great debate. The group felt that not enough prisoner
consultation is forthcoming following licence revoke/recall throughout prison sentences. In order to instil
motivation throughout a sentence, offenders feel they need something positive to work towards – and regular
contact with their Probation Officer or Offender Manager is an important aspect in their rehabilitation. Having
a goal to work towards will help to increase participation – a kind of incentive to work towards a release plan.
Furthermore, the group felt that consideration should be given to the fact that an offender can change during
a sentence, and it should be taken into account any courses and programmes they have completed during
their sentence.

17
Interviews with sample of offenders who fail to attend at Unpaid Work or programmes to understand
better the barriers to attendance

The group felt that any unpaid “community service” work could be shaped around client interest – i.e. if some
individuals have an interest in painting and decorating they could focus their community work in this area –
not only will this help to enhance the attendance record, but will give clients the chance to gain skills in an
area they enjoy.

With regards to programmes, individuals should be consulted as soon after entry into prison as possible to
discuss their sentence plan (i.e. within 6 weeks) – indicating which courses need to be completed. External
probation should then know where an individual is up to in the ‘reform process’, in a bid to avoid duplication
of courses on release – hence failure to attend community based programmes. Where identified
programmes are not available in prison, the group felt it was unfair to be denied release, and consultation
should take place between offender and Probation Officer or Offender Manager to give the individual a
chance to agree to participate in community programmes. The group felt that intervention in terms of
direction and guidance early into a sentence not only helps to instil commitment and motivation, but could be
the key to reducing over crowding in prison.

Hostel residents involved in decisions about the hostel regime (Resident meetings)

The group felt that there should be an opportunity to appeal if there was a specific reason which suggested
an offender was likely to fail in a hostel setting. The group also felt that individuals should be given the
opportunity of being advised of the reasons why they were being recommended to go to a hostel, and to be
given the chance to discuss their feelings/concerns.

In terms of OASys it was felt that the sentence plan pre-judges an individual without gaining input from the
individual, as the client is not present when the form is completed.

Back to top

8. Other Agencies

This table details other agencies who have been involved in service user engagement to varying degrees,
along with contact details of relevant persons.

Organisation/Institution Description of involvement Contact

Cais – a drug an alcohol We have set up a developing Service User Group in Linda Rogers
intervention company in HMP Altcourse. It is a really positive experience
North Wales with a really impressive group and I think this
initiative has real potential to develop.’
Citizen’s Panel ‘The Pembrokeshire Citizens’ Panel was established Zoe Coughlan
in 2005 and is a joint initiative between Dyfed-Powys
Police, Dyfed-Powys Probation, Pembrokeshire
County Council and Pembrokeshire Local Health
Board and Pembrokeshire & Derwen NHS Trust.
The Panel is a representative group of approx 1,000
people living in the county of Pembrokeshire who
have agreed to offer their views and opinions on
services delivered by the partners.’
Clinks - supporting ‘Yorkshire and Humberside Probation was our Jackie Lowthian
voluntary organisations starting point for Service User Engagement; since
that work with offenders then we have developed a working group that aims
and their families to produce quality standards on around Service User
Engagement (SUE) and have established the
Service User (SU) Forum. The Forum is prison
focused and is has representatives from male and
female open prisons as well as ex-prisoners.
Members are currently undertaking a small piece of
peer research to consult on three of the pathways.
One of our probation areas has agreed to run a
number of focus groups with offenders in the

18
 community and I am currently awaiting an update on
how that is going.’

In addition,

Clinks has launching a new Task Force which will

provide opportunities for offenders, ex-offenders and
their families to say how best they can contribute to
policies and services that affect them.

Rob Allen, Chair of the new Task Force on User

Involvement and also Chair of Clinks, said,
“Offenders currently have little influence in terms of
their care and rehabilitation. Current research
suggests the importance of seeing offenders as
active participants in their rehabilitation could lead to
a reduction in re-offending. I am keen that the Task
Force includes a strong focus on how best to
engage young offenders where re-conviction rates
are particularly high.”

Organisations who are already signed up to the

Task Force include The Prince's Trust, Action for Contact: Rob Allen on
Prisoner’s Families, The Prison Reform Trust, 07749 059 891 or Clive
UNLOCK and Clinks. Martin on 07939 583
667
The Task Force will involve a 12-month programme,
which will culminate in making recommendations to
policy makers both in and outside Government, as
well as criminal justice organisations. It will seek
evidence about the importance of service user
involvement in criminal justice from a wide variety of
sources including offenders and their families. It will
also look abroad to see whether international
experience has lessons to offer.

Community Justice A registered charity delivering the Duke of Richard Evans

Intervention Wales Edinburgh's Award, together with a range of
(CJIW) educational and recreational programmes, targeted
at offenders and people of all ages who are socially
excluded throughout Wales. CJIW is also making
an increasing contribution to mandatory probation
programmes, unpaid work and specified activities as
well as leading many YOT preventative initiatives
National Treatment ‘We have worked hard within the NTA to promote Colin Bradbury
Agency (NTA) user and carer involvement at all stages of the
policy, commissioning and delivery levels.’
Police See Citizen’s Panel Paul Morris
UNLOCK - campaigns ‘UNLOCK works with the Probation Service to help Chris Bath
for better facilities for deliver effective resettlement and reintegration.’
serving prisoners, and to
support ex-offenders in
rebuilding their lives
Westcountry Training ‘We regularly work with ex-offenders who are our Neil Bate
and Consultancy Service clients on a variety of programmes throughout the
South West, South and West Midlands.’
Working Links ‘We run welfare to work and other employment Colin Davies
programmes on behalf of Jobcentre Plus, the
Department of Work and Pensions, the Health and
Safety Executive and the Learning and Skills
Council, amongst others. In the last six years we

19
 have helped more than 68,000 disadvantaged
people into jobs and made a lasting difference in
some of Britain’s most deprived communities.’

Prison Service

Prisoners have always supported and cared for each other in prison, particularly through a crisis, but it is
only in more recent years that they have progressively developed ways of supporting each other in a more
structured way, often with the support of statutory or voluntary organisations. Several examples of good
practice in engaging offenders in the delivery of services were provided in the NOMS and YJB Approach to
Communities and Civil Renewal, published in November 2005. They included:

• The ‘Listeners’ peer support scheme, where specially selected and trained prisoners provide
confidential listening and support services to fellow prisoners along the lines of the Samaritans. This
scheme was first established in one prison - HMP Swansea – in 1991 and there are now 119 such
schemes across prisons.
• St Giles Trust tackling homelessness through training prisoners to assess and support their fellow
prisoners with the generic NVQ level 3 in advice and guidance in HMP Wandsworth and prisons in
Kent.

• Citizens Advice Bureaux training prisoners as volunteer advisers to meet the unmet demand for the
services of the bureaux.
Peer support such as :
• tutoring of courses alongside prison staff at Blantyre House;
• former prisoners who were ex drug users providing mentoring support in the community to other
offenders who have ongoing abuse problems;
- the CLEO project providing peer mentoring for former prisoners in 2 postal districts in Bristol,
especially in housing, employment and addiction issues; and,
• Prisoners participating in Prison Councils and Race Equality Councils where prisoners have an
opportunity to contribute to how a prison is run. “

20
Annex B

1. Acknowledgements

NOMS would like to thank the following people for helping shape this document:

The Offender Engagement Project Board members:

Bruce Cunningham, Wiltshire Probation

Spencer Draper, NOMS
Steve Turtle, Hampshire Probation

The Offender Engagement Reference Group members:

Adrian Scott, Home Office

Alan Yelling, Dorset Probation
Brian Taylor, NOMS
Bruce Cunningham, Wiltshire Probation
Chris Fry, Wiltshire Probation
David Bedlow, Lancashire Probation
Denise Meylan, Northamptonshire Probation
Donna Fury, Greater Manchester Probation
Ged Bates, Home Office
Helen Allen, West Mercia Probation
Helen Ward, Greater Manchester Probation
Imogen Brown, West Yorkshire Probation
Janine Rakestrow, Devon and Cornwall Probation
Judith Sawbridge, West Midlands Probation
Julia Bahaj, Hampshire Probation
Marilyn Henry, Wiltshire Probation
Mike Ryan, North Yorkshire Probation
Rebecca Mandeville-Nordon, Devon-Cornwall Probation
Robert Palmer, Suffolk Probation
Rob Wakefield, Avon and Somerset Probation
Spencer Draper, NOMS
Stephen Ray, North Wales Probation
Steve Turtle, Hampshire Probation
Tina Beckett, Teesside Probation
Trevor Worsfold, Leicester Probation
Valerie Ainscough, Sussex Probation
Wendy Armour, Staffordshire Probation

HMP Altcourse Service User Group

Linda Rogers, CAIS, CARAT’s Department, HMP Altcourse

Stephen Ray, ACO, North Wales Probation

21
 Annex B

A. INITIAL SCREENING

1. Title of function, policy or practice (including common practice)

Is this a new policy under development or an existing one?

A Good Practice Guide for Offender Engagement

This is a new policy under development

2. Aims, purpose and outcomes of function, policy or practice

What is the function, policy or practice addressing? What operational work or
employment/HR activities are covered? What outcomes are expected?

To help areas improve offender retention and to prepare for contestability by:

1. Giving examples of good practice in obtaining and using offender feedback

2. Encouraging Probation Areas to develop strategies for obtaining and using
such feedback

3. Target groups
Who is the policy aimed at? Which specific groups are likely to be affected by its
implementation? This could be staff, service users, partners, contractors.

For each equality target group, think about possible positive or negative impact,
benefits or disadvantages, and if negative impact is this at a high medium or low
level. Give reasons for your assessment. This could be existing knowledge or
monitoring, national research, through talking to the groups concerned, etc. If
there is possible negative impact a full impact assessment is needed. The high,
medium or low impact will indicate level of priority to give the full assessment.
Please use the table below to do this.

This document aims to generate feedback from all service users to

positively improve service delivery and in doing so promotes a pro-active
approach to ensure as wide a range of views as possible

There is therefore no foreseen negative impact of this document

Equality Positive impact Negative impact Reason for assessment

target group – could benefit - could and explanation of
 disadvantage possible impact
(High, medium,
low)
Women Yes

Men Yes

Asian/Asian Yes
British people
Black/Black Yes
British people
Chinese Yes
people or
other groups
People of Yes
mixed race
White people Yes
(including Irish
people)
Travellers or Yes
Gypsies
Disabled Yes
people
Lesbians, gay Yes
men and
bisexual
people
Transgender Yes
people
Older people Yes
over 60
Young people Yes
(17-25) and
children
Faith groups Yes

4. Further research/questions to answer

As a result of the above, indicate what questions might need to be answered in
the full impact assessment and what additional research or evidence might be
needed to do this.

Probation Areas and ROMs will need to consider ways of demonstrating views of
service users have been taken into account in terms of designing delivery and
commissioning of services

Initial screening done by:

Name/position: Jake McClure, Business and Development Manager,

Interventions and Substance Abuse Unit/Claire Wiggins, Head of Intensive
Interventions, Interventions and Substance Abuse Unit Date: 28/03/07
Nor 33