Cam Can uses a variety of strategies to ensure the organisation delivers quality supports to its members. Strategies include asking the members of CAM CAN questions regarding how effective, efficient and appropriate the service is.

The process involves asking questions framed around particular aspects of the service, collecting and analysing information and then using this information to assist with future planning.

Evaluations have been and will continue to be conducted both internally and externally to the organisation.

External Evaluations

In June and July 2012, CAM CAN was evaluated by an Independent Evaluator engaged by the Disability Services Commission. The Evaluator’s role was to ensure that CAM CAN complied with the nine Disability Services Standards outlined in Disability Services Commission’s Quality Management Framework. CAM CAN received a very positive report with the following comments from the Evaluator:

“The service has been established along contemporary, leading-edge lines, in which service planning and provision is very individualised and flexible according to the wishes and needs of each person”. “The service’s broad goal was described as to assist people with disabilities and/or their families to engage Support Staff to assist with living independently in their own home in the community. In practice, this is interpreted very broadly such that people are supported in a wide range of areas that relate to this goal”. The Independent Evaluator also stated that he was particularly impressed by:

  • The progressive, contemporary nature of the service model, in which many aspects of best practice are exemplified.
  • In particular, the finding that the service was found to be highly personalised, socially inclusive, flexible and creative.
  • The dedication and commitment of all involved.
  • The ‘doing whatever it takes’ outlook of management and staff.
  • The very collaborative approach to planning.
  • The responsiveness of the service to times of crisis or greatly changed circumstances.
  • The aligning of broad life goals with the many details of actual service provision; the resulting outcomes of this are already apparent for people in their short time with the service.
  • The regular personal, phone and email contact that management and staff maintain with each person, and with family members.
  • Management’s explicit stance to avoid ‘traditional’ methods of service provision such as those that involve standardisation, inflexibility, and the congregation and segregation of members.
  • Management and staff’s high expectations for what is desirable and achievable for those who use the service.

The experience was a valuable opportunity for constructive critique of how CAM CAN is meeting its responsibilities related to the nine Standards and our commitment to continuous improvement.

External Health Check

Cam Can is currently working with an external organisation to develop the criteria for an external Heath Check. Cam Can is looking to gather further independent information/evidence of our effectiveness. The external Health Check will provide an avenue for Cam Can members to voice their opinion regarding how satisfied they are with the support provided by the organisation in an environment of complete independence from the funder and provider.

Internal Evaluation

CAM CAN has quarantined a full time position within the organisation to ensure the continued delivery of a quality individualised service to its members. CAM CAN is committed to staying true to its Principles and Values and recently completed phase one of the organisation’s internal evaluation.

From conversations that took place with members and their family, feedback was overwhelmingly positive. People are very happy that CAM CAN is involved in their lives and many are feeling unprecedented control over the supports that they have. For the most part, this stems back from their original conversation with CAM CAN where people felt they were heard and treated with respect, with many commenting on the authentic nature of their preliminary discussions with the CEO.

Some of the comments offered by members are:

  • I can trust CAM CAN. I have confidence knowing they will do what they say they will do
  • Good communication exists between my various support workers – they are alert to my unique requirements
  • I love the autonomy CAM CAN offers and being able to choose the level of involvement that works for me
  • CAM CAN is creative and innovative – helping me think about what I can do, and actually helping me to accomplish that
  • Family connection – knowing CAM CAN understand what it’s like to live life with a disability
  • CAM CAN will go the extra mile
  • CAM CAN helped my family and I think through the BIG picture
  • I have reliable support workers who I can count on to do a variety of things
  • I really like the trusting relationship I’ve developed with my Coordinator
  • CAM CAN is sensitive to my unique situation – good listeners.
  • CAM CAN is good because they have walked the walk – Marc is an inspiration and understands what it’s like for “me”.
  • Someone who used to work with my family continues to come back and visit – we’ve built a great relationship with her, she feels like a family member
  • I like knowing what hours are remaining and what hours have been used – having that information quickly to hand upon request is great
  • When you get the right fit with a support worker, the rewards are exponential and CAM CAN always strive for this
  • People working with me have become my friends. Getting the relationships right has been a life changing experience
  • Stickabilitiy – I am so relieved that Cam Can did not leave me when things got tough
  • I like the fact that CAM CAN is not a bureacracy – I don’t feel I have to justify my existence
  • CAM CAN were the first people to get to know me for who I am – as though my wheelchair doesn’t exist.