Multiple Service Use: The Impact of Consistency in Service Quality for Vulnerable Youth

• NCJ Number: 247110
• Journal: Child Abuse and Neglect Volume: 38 Issue: 4 Dated: April 2014 Pages: 687-697
• Author(s): Jackie Sanders; Robyn Munford; Linda Liebenberg; Michael Ungar
• Date Published: April 2014
• Length: 11 pages
• Publication Format: Article
• Publication Type: Research (Applied/Empirical); Report (Study/Research)
• Language: English
• Country: United States of America

Annotation

This study identified ways in which services delivered by two or more service systems to high-risk youth intersect; and it documented the relationship between consistent service quality and outcomes.

Abstract

In measuring the consistency and quality of the services provided to the study sample, the focus was on the extent to which service providers empowered and respected the youth, taking into account cultural identity, family circumstances and values, and encouraging youths' active involvement in addressing issues and challenges confronting them. This measure was based on the theoretical position that when youth are actively involved in service delivery, able to form positive relationships with staff, and given opportunities to make appropriate decisions about interventions and programs, better outcomes are likely to be achieved (Duncan et al., 2004). The study found that better outcomes were reported by youth when service quality was consistently good across services; outcomes were better when both providers worked with youth according to the aforementioned standard of quality. Youth who experienced interventions as disrespectful and dis-empowering from one or both providers had the highest risk levels. Youth who reported two positive service experiences had lower risk, higher resilience, and better outcomes than youth who reported inconsistent or two negative service experiences. These findings suggest the need for service providers to focus on how they work with youth facing the highest risks. Practitioners should also be attentive to how other providers working with their clients engage with them, so as to ensure that services are consistent in quality and objectives. The study involved 1,210 adolescents (ages 13-17); half were concurrent clients of two or more services, and half were not. Youth completed a self-report questionnaire administered by a trained interviewer. MANCOVA was used to determine the relationship among service quality and resilience, risk, and outcomes. 9 tables and 34 references