Learning from Those with Life Experience: Client Voices in the Understanding the Value of Centralized Services Study
Several themes emerged from our conversations with clients of CCRCs:
- A key benefit of centralized community resource centers is a single point-of-contact (commonly referred to as a “case manager” or “service coordinator”) who can help clients find services they need.
- Having staff with similar life experiences as clients is important.
- All staff in CCRCs should treat participants with dignity and respect and understand the communities they serve.
- Clients like being able to receive many services at a single location, but they want more information up front about the range of services available. Clients would also appreciate more access to transportation and other supports
The VOCS study collected information from clients during the planning phase of the study and as part of qualitative data collection. This brief’s intended audience is those clients who contributed to the study, and the purpose is to provide clients with a summary of how the study team incorporated the experiences and insights clients shared into the study. In addition, the brief provides an example for other researchers of how the VOCS study team closed the feedback loop with the clients engaged throughout the study.