Program Evaluation of Crisis Management Service

Abstract

Throughout the last three decades there has been a shift in the provision of crisis services from the hospital to the community (Joy, Adams, & Rice, 2007). Further, the needs of individuals experiencing crises differ, making it essential that these community organizations are able to adapt to each client that they serve (Krupa, Stuart, Mathany, Smart, & Chen, 2010). Program evaluations are one way to determine if, and how, best services are being provided. Using a utilization-focused (Patton, 1997) process evaluation (Stufflebeam & Shinkfield, 2007) framework, the purpose of this study was to explore client perspectives on the services that they are receiving from Crisis Management Service (CMS). Semi-structured interviews were conducted with 14 participants based on questions generated with CMS staff support. Using the general inductive approach (Thomas, 2006), transcripts were analyzed and eight dimensions emerged. The results illustrate client experiences with CMS, client perspectives on the care that they are receiving from CMS, and the benefits they are receiving from being involved with CMS. However, the findings also indicate, that participants would like to change some elements of the program (e.g., having more constant support and having more finances). This study provides valuable insight on clients’ perspectives, particularly that of vulnerable clients in crisis situations, an area that is not extensively researched. This research may also benefit individuals in helping professions as it highlights the effects of working from a strength-based model with at-risk individuals, and the need to engage clients in their move to a healthier lifestyle.