Taking things beyond the experimental stage.

Towards an integrative approach to online strategies in social services.
Leuven, 14th September 2010 sandra.beelen@steunpunt.be katrien.vandenmeerschaute@steunpunt.be

In the following hour
‡ 3 presentations ‡ e-social work in Flanders
± From the past ± To the present ± Future Challenges

‡ Casestudy Who the FAQ is Mister JAC by Eli Beelen & Jeroen Veulens ‡ Where the worlds of e-inclusion and evidence based practice meet by Jan Steyaert ‡ Discussion

‡ Steunpunt: Expertise centre on social work ‡ Support structure for 25 autonomous Centres of General Welfare (CAW) ‡ CAW: 1621 FTE and 1000 volunteers helping 100.000 cliënts per year
± Several topics:
‡ ‡ ‡ ‡ Victim support Poverty and homelessness Personal, relational and psychological problems Etc...

± Different targetgroups: most vulnerable ones ± Youth Advice Centres are subsections

‡ Project to support online interventions

From the past
‡ Online information, advice and support in the JAC s
± Bottom up: youth workers felt the need to respond to changing context and changing needs of youngsters ± Youngsters started using new media to contact the workers ± JAC s provide e-mail services since 2000 ± First experiments with MSN messenger in 2003 ± Victim Support Chat (Slachtofferchat) in 2004 ± JAC Online Network in 2005

‡ In the same period 3 major help lines started using chat
± Tele-Onthaal chat service in 2002 ± Children and Youth Phone (KJT) in 2005 ± Centre for suicide prevention (CPZ) 2005

‡ Main goal: make services more attractive and more accessible to youngsters by using chat and e-mail

‡ Growing need to exchange experiences, methodologies and practices on using chat and e-mail for information, advice and support ‡ 2006: KJT, Tele-Onthaal, JAC, CPZ joined forces

Academic research
‡ 2007 2009 ‡ OHUP, Artevelde University College and Cera ‡ On the use of chat in social services in Flanders ‡ Developement of Ch@tlas: methodology for online help trough IM 
Boost for e-social work Adoption in educational programmes of several UC s

‡ 2008 2010: Support project for OHUP and Flanders Centers of General Welfare
± Flemish Governement dept. Family, Welfare and Health ± Moving away from the experimental stage ± ICT is intergrated into the lager organisation as a valued method to reach targetgroups and to accomplish organisational goals ± Quality improvement
‡ promotion of expertise trough competence building (training, intervision, learning groups, ...) ‡ organisation and policy support ‡ Management on all levels is involved in the proces ‡ possibilities of ICT for other subsections

To the present
‡ Use of ICT in the welfare and health sector is booming ‡ 9 organisations join OHUP ‡ All kinds of ICT Initiatives pop up targeting al sorts of target groups ‡ Not only e-mail and IM
± ± ± ± ± ± ±

Interactive websites Self test and self help modules Online therapy and e-mental health strategies Prevention strategies on Social netwok Sites Online outreach on communitysites E-inclusion strategies ....

Future Challenges
‡ Exchange of knowledge and experiences and on a lager scale is necessary
± Competencies, infrastructure and organisational changes ± Professional ethics, privacy and legal issues ± Exchange of practices: What works (or not), for whom and on what conditions

‡ Need for further research to promote practice developement ‡ Need for proper evaluation methods ‡ Need for adapted ICT tools and adapted software  Developing and sharing good practices  Innovation

Who the FAQ is Mister JAC ?!

Motivation / History
Mister JAC is the trademark of our Youth Advisory Centre (YAC) Mister JAC is NOT a virtual YAC worker

Research on youngsters expectations towards social services. Main conclusions:
Youngsters feel embarrased or ashamed Building up trust makes the service more accessible The YAC has a problem related image Operating in a wide and rural area makes the service less physically accessible

Start of a marketing campaign to counter the problem related image

Mister JAC was born

Mister JAC became our trademark

We use Mister JAC with everything !

We started communicating with the youngsters involved in the project via MSN

Soon there was a live hotmail space

Becoming active on netlog, facebook and twitter was a very logical step

Impact assessment
80 percent knows what a YAC is 70 percent knows Mister JAC Our sns profiles and the online chat service are not yet known to all but allready succesfull

Who knows where some extra effort in promoting this wil lead us?!

How does it work?

Online
Chat Mail SNS
‡Hotmail space ‡Netlog ‡Facebook ‡Twitter

You Tube

Facebook + Netlog
Outreach Promotion and communication in the youngsters own environment

Low Treshold accessible for youngsters Low profile

Be Yourself: a professional friend Gain Trust: a step closer to help

Examples :
‡ ‡ ‡ ‡ the canonball quit school invitations contest

deontology a clear view on what you want to achieve

Our plans for the future
local promotion of online activities Integration of these new activities in our overal service make sure new ideas can pop up and evolve into something bigger

Do s
organisation goals and target group needs are the starting point of all your initiatives Be yourself Act like a professional friend Don t put the focus on problems Include all youngsters Act local Make sure new activities are integretated in your overal service.

Beware
Being active on SNS is not a one time activity don t for get to try and involve the provider. If they take an interest and engagement in what you want to do things are easier technical problems are always around the next corner

Evaluation
SNS are an important meeting place SNS have a low treshold to promote your work We can reach targets we would never have reached face to face

Where the worlds of e-inclusion and evidence based practice meet
Leuven, 14th September 2010

Jan Steyaert j.steyaert@fontys.nl

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Hierarchy of information

5. Systematic reviews 4. Random controlled trial (RCT¶s) 3. Experiment, controlled trial 2.Non-experimental studies 1. Descriptive evaluation

0. Advertisements

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Effect size

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Costs

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Merit good

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Empowerment

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

Where the worlds of e-inclusion and evidence based practice meet Leuven, 14th September 2010

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