Effective Service Delivery

This document discusses the concept of effective service delivery and its impact on society. It covers topics such as major cultural and social institutions, inequalities in society, and the role of community service organizations. The document also explores the challenges and strategies involved in advocacy and decision-making processes. Overall, it provides insights into how service delivery can be improved to meet the needs of clients and communities.

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Effective Service Delivery
Student Name
Name of the Course
Professor Name
Name of the School
City or State located
Date

Effective Service Delivery 2
Part B
Question 1.
The major cultural and social institutions include; one, Australian National Maritime
Museum. This institutional provides information on seamanship, maritime history, migrant ships,
historic vessels as well as various close links between Australia and the sea (Australia
Government, 2019). Two, museum of Australian Democracy at Old Parliament House. This
institution allows Australians to understand their country’s political and social history by
exploring the future, present and past importance of the Parliament.
Question 2.
Long-term unemployment can affect a client and his/her family directly. For instance,
due to lack of income, the quality and quantity of goods and services purchased by the client’s
family can reduce tremendously (Nichols, Mitchell and Lindner, 2013, pg. 2). In addition, the
stress of being out of work can cause severe health and mental problems on the client due to
depression.
Question 3.
Inequalities in society can be differentiated into inequality of opportunities and
conditions. Among women, the compensation for work done is less as compared to men due to
gender discrimination (Choroszewicz, and Adams, 2019, pg. 49). Among the youth, social class
inequality affects how they relate with one another hence increasing anxiety. Among the elderly,
social inequalities in health affect them mentally, physically and socially. This increases chances
for a health disorder to worsen.

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Question 4.
Community service organizations have networks with organizations, groups and
individuals across public, private and voluntary sectors since they are trusted by everyone.
Therefore, through such networks, community service organizations can assist a client find
assistance on how to handle any issues professionally.
Question 5.
Racism and cancer stand out as the most significant social and health issues that impact
the Australian community and individual clients. Cancer is said to the largest cause of illness and
death in Australia followed by cardiovascular diseases (Moodie, 2016). In addition, Australia is
considered deplorably racist since Australian society is still stricken by racism.
Question 6.
Stereotype develops from the inflation of a “kernel of truth” into a widely held truism
regarding a specific group of people (Spencer, Logel, and Davies, 2016, pg. 417). Indigenous
Australian community such as Torres Strait Islanders and Aboriginal people are the most
stereotyped group in Australia. For instance, they are considered primitive, nomadic and
uneducated; however, this is not true. This stereotype may impact the individuals from the
communities negatively since they may internalize the misconceptions and beliefs hence messing
up their identity. The wider community may develop some racist characteristics against the
indigenous community.

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Question 7.
The government has the power to provide funds for indirect support of state services
collectively. However, since the government has assigned other departments to run specific
service, it only has a limited role in direct service delivery including the delivery of community
services to client groups.
Question 8.
To begin with, the services can be evaluated to determine whether they provide solutions
that address social/cultural issues. This can prove the sufficiency and efficiency of the services.
In addition, the services can be evaluated to determine whether they prolong the issues in
question so as to understand if new services should be provided to the clients.
Question 9.
Once I had a project of organizing a drug-free campaign. Most teenagers in my town
were highly addicted to drugs which escalated to crime in the neighborhood. Therefore, I
consulted the clients in order to understand how I could effectively run the program and help as
many teenagers as possible.
Question 10.
From my research, I found out that each teenager had specific reasons why he/she had
chosen to engage in drugs. The reasons were varied in terms of poverty, family violence, peer
pressure, lack of guardians or family. This assisted me in understanding their differences, needs
and rights hence being able to plan the program effectively.

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Question 11.
In consulting with stakeholders/clients, I involved some of the parents of the teenagers
and some of the teenagers that bought into my idea. Since some of the parents were heavy drug
users, I was able to understand why their children adopted the same behavior and also had the
opportunity to assist them reduce their drug intake. In addition, the other teenagers helped me
gained some insights on how I would effectively reach the others.
Question 12.
Since the program majorly involved a drug-free campaign, I was able to estimate the
number of people that would need the assistance. Therefore, acquiring volunteers who would
provide human resource assistance was easy. On financial requirements, since the program was
more about counselling, I evaluated the finances would be minimal. However, if there would be
severe cases that would require more finances to handle, I partnered with the local community
center who would provide extra help.
Question 13.
In determine the efficiency of the program, I evaluated the program on the basis of how
many teenagers would respond to it. Therefore, from the feedback of the clients, I restructured
the way I would attend to the teenagers hence being able to connect to them better.
Question 14.
While running the program, I encountered various problems since some of the teenagers
were not willing to cooperate as well as to express themselves fully. Therefore, to handle the

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situation, I used some other teenagers that had gone through the program to explain to the others
how they would benefit since they were willing to listen to them.
Question 15.
Involving clients/consumers in decision making ensures service provision or program
ideas is effective. Clients/consumers can be encouraged to be involved in decision making
through various ways. They include; setting leadership teams to make decisions regarding
service provision, conducting regular client surveys to get feedback and lastly, creating a system
for consumers to give their suggestions for instance through a suggestion box (Kappel, 2018).
Question 16.
People may fail to participate in community events/programs due to various barriers.
One, communication issues. This may include issues such as cultural stereotypes and
misconception: two, trust issues, for instance, past bad experience with community service
providers. Clients can be assisted overcome such barriers by offering a free environment where
they can express themselves fully without discrimination.
Question 17.
We can determine whether programs are successful by evaluating the following; whether
goals of the programs are achieved, whether the goals are achieved in the timeline, what needs to
be changed in the programs to meet client needs, and lastly if there is a failure in achieving the
goals.

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Question 18.
One, in order to ensure the needs of the clients are fully met. Two, in order to ensure the
goals of the program are attained in the allocated timeline and lastly, so as to minimize the
chances of the failure of the program.
Question 19.
The support systems and procedures involve; proper communication systems, a strong
culture, clearly defined resource needs, and clear service definition.
Question 20.
The chances of achieving the program goals are increased since the presence of a timeline
increases the seriousness in achieving the purpose of the program.
Question 21.
The methods include; action research, impact evaluation, process evaluation and design
evaluation (Community door, 2019).
Part C.
Question 1.
Advocate on behalf of a client is a way of speaking on behalf of a client in a way that
represents the client’s best interests (Hoefer, 2019, pg. 23).

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Question 2.
Individual advocacy is considered informal since it seeks to protect the interest of a single
person and therefore is no change in legislation while advocating on behalf of group people
involves advocacy that is concerned with changing and influencing systems/legislation that
affect the people in a positive way (Queensland Advocacy Incorporated, 2019).
Question 3.
Various skills are mandatory to ensure advocacy is successful. They include; proper
communication skills, presentation skills, interpersonal skills, collaboration skills, and superb
ability to maintain a professional relationship (Davis, 2019).
Question 4.
One can seek the support of others and form alliances through various ways. One, by
defining the need for an alliance. This establishes the goal of the alliance. Two, having
measurable outcomes. This identifies the success of the efforts and helps gain support to achieve
the success. Lastly, ensuring your interests are similar to the interests of the people you need
support from.
Question 5.
Advocacy efforts can be deemed successful if they bring about a change of lives,
enhanced communication, helpful legislation or improved public policies. However, advocacy
provides partial results Garner and Sandow, 2018, pg. 6).

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Question 6.
As a result of the advocacy, some conflicts may arise. For instance, advocacy can lead to
a change of legislation hence affecting groups in which the legislation does not favor. This may
bring about conflicts. Secondly, in case the expectations of the groups or an individual in
question are not met, conflicts may arise.
Question 7.
To begin with, in case I hold a similar belief in a group of people expecting to achieve
something, advocating for them may be easier. Secondly, another opportunity for advocacy can
arise when people who need to be understood, valued or heard, desire for a person who can
display their interests effectively.
Question 8.
Representation and advocacy mainly involve communicating the interests and concerns
of an individual without participating in any decision making while decision-making on behalf of
a client involves taking the responsibility of making the decisions for a client.
Question 9.
The process and systems include; clarity of purpose, confidentiality, accountability,
accessibility, independence, person-centered approach, equal opportunities, empowered,
complaints, and supporting of advocates (Aleynikov, and Aleynikova, 2017, pg. 2069).
Question 10.
Examples of community consultation include; one, consultation regarding the building a
road in the local community and two, consulting communities in regards to effective CSR

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activities. Examples of decision-making processes include; one, governments agreeing with
communities in regards to what roads to build and two, agreeing with communities on how
government funds should spend on various projects.

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References
Aleynikov, B. and Aleynikova, A., 2017. The Principles of Advocacy Organization and Its
Activities. Journal of Advanced Research in Law and Economics, 8(7 (29)), pp.2068-2071.
Australia Government. (2019). Cultural institutions | australia.gov.au. [online] Available at:
https://www.australia.gov.au/information-and-services/culture-and-arts/cultural-institutions
[Accessed 25 Apr. 2019].
Choroszewicz, M. and Adams, T.L. eds., 2019. Gender, Age and Inequality in the Professions.
Routledge. pp. 45-67.
Community door. (2019). Program and service evaluation | QCOSS Community Door. [online]
Available at: https://communitydoor.org.au/planning-and-evaluation/program-and-service-
evaluation [Accessed 25 Apr. 2019].
Davis, K. (2019). [online] IIDC - Indiana Institute on Disability and Community. Available at:
https://www.iidc.indiana.edu/pages/Advocates-Qualities-to-Look-for-and-Choosing-the-Correct-
One-for-YOU [Accessed 25 Apr. 2019].
Garner, P. and Sandow, S. eds., 2018. Advocacy, self-advocacy and special needs (Vol. 25).
Routledge. pp. 1-9.
Hoefer, R., 2019. Advocacy practice for social justice. Oxford University Press. pp. 22-61.
Kappel, M. (2018). How to Encourage Employee Involvement in Decision Making? [online]
Forbes.com. Available at: https://www.forbes.com/sites/mikekappel/2018/04/04/how-to-
encourage-employee-involvement-in-decision-making/#332ad9a06561 [Accessed 25 Apr. 2019].

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Moodie, R. (2016). Australia's Health 2016 report card: Australians living longer but with more
chronic disease - ABC News (Australian Broadcasting Corporation). [online] Mobile.abc.net.au.
Available at: https://mobile.abc.net.au/news/2016-09-14/australia-health-2016-report-card/
7844002 [Accessed 25 Apr. 2019].
Nichols, A., Mitchell, J. and Lindner, S., 2013. Consequences of long-term
unemployment. Washington, DC: The Urban Institute. pg. 2.
Queensland Advocacy Incorporated. (2019). Types of advocacy - Queensland Advocacy
Incorporated. [online] Available at: https://qai.org.au/systems-advocacy/types-of-advocacy/
[Accessed 25 Apr. 2019].
Spencer, S.J., Logel, C. and Davies, P.G., 2016. Stereotype threat. Annual review of
psychology, 67, pp.415-437.