Page 21 - MDS final deliverable

CUSTOMER NEED: INSIGHT FIVE
SOCIAL BUTTERFLY
The need to be social seems to be fundamental for most participants. They are always eager to interact with others. One motivation to use MDS as a provider is to take advantage of the various activities available and make friends with other participants or staff members. This is a source of comfort for them.
Whilst the need to be independent and receive adequate disability support is strong, there is an even stronger need to address the social side from both the families and participants alike. Parents celebrate when their child makes a friend. There is a desire for the participants to ‘break out’ of their comfort zone or isolation and be more confident and socialise.
Most participants may have faced isolation their whole lives and therefore are keen to have more face time with people, coffee outings and social gatherings. Overall, there is a desire to ”break out from their shell” and get out into the world.
What distinguishes MDS from other providers is the way it focuses not only on providing the disability support, but emphasises the social aspects of the participant’s life. This resonates strongly with both participants and families.
POSSIBLE IDEAS AND CONSIDERATIONS WHEN DEVELOPING SOLUTIONS
• Making trusted friends is an important part in creating a positive customer experience for participants. It is worth noting that families are turning to services like Hire Up not only for extra support but to ‘hire a friend’. This is an opportunity that MDS should consider.
• Fun fact - most participants enjoy coffee and love the idea of socializing over a cup of coffee with their friends. There is an opportunity to leverage the Pathways to Employment Café more fully to allow participants to socialise and gain employment experience.
• Participants are generally keen to reciprocate the support they have received from MDS by helping others who share in their experiences. This is particularly evident with the mental health cohort. We have observed that Centre-based locations become vacant in the afternoon when the participants leave for their activities. These spaces could be better leveraged, perhaps allowing other participants to use them to implement further positive initiatives.
Making friends is a big deal for participants. Families even celebrate when their children makes a friend.
More applicable to:
CENTRE BASED
PATHWAYS TO EMPLOYMENT
MENTAL HEALTH
Commercial in confidence
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