Evaluation of the Integrated Humanitarian Settlement Strategy (IHSS)

Again much can, and will, be discussed about how well specific or individual needs are met (eg need
for a four bedroom house in a specific location) but the basic support needs (eg some form of
affordable housing) are generally met.
3.4 Client satisfaction with services
The primary consideration in the development and delivery of the initial settlement services under
review is that they be client-focused. It follows then, that a key measure of the effectiveness of these
services is the level of satisfaction expressed by those receiving the services.
In this regard the evaluators found that the clients consulted in the evaluation consistently reported
being generally satisfied with the help and support they received under both IHSS and PASTT
services. Some, indeed, could not fault anything that they experienced. The evaluators were certainly
sensitive to the possibility of entrants being reluctant to criticise or appearing ungrateful. Bearing this
in mind the evaluators nonetheless concluded that the clients were, on the whole, genuinely satisfied
with the services received, the range of services provided and with the people providing these
services.
The fact that many were able to criticise aspects of service delivery (eg quality or nature of household
goods, the multiplicity of workers on their doorstep) and sometimes came with extremely unrealistic
expectations of what they might receive, only underlines the value of their general view that, on
balance, they were well serviced.
3.5 Increased professionalism and transparency of service delivery
Many of the service providers have been delivering settlement services for a number of years and
have been doing it well. While the introduction of a new service model has not proceeded without
considerable difficulties, it is possible to say that there is evidence of an increased professionalism in
the way services are delivered. As well, there is a growing culture of accountability in which service
provides are, not without some difficulty, coming to terms with inroads on their previous levels of
autonomy under the grants arrangements.
This process of determining appropriate standards of accountability is far from resolved yet and
underlies many of the issues raised in the course of this evaluation (as discussed later in this report).
3.6 Provision of services consistent with IHSS principles
Again speaking at a very general level, the way in which the initial settlement services are provided is
largely in accord with the stated IHSS principles (see section 2.2.4). Basically, most service providers
do have their clients’ best interests at heart, and at the same time endeavour to deliver their services
in a professional manner which acknowledges the rights of the clients.
In some instances, the application of some IHSS principles can potentially conflict with others – for
example, instances where exercising choice might conflict with protecting the health or well-being of
an entrant. For example, what is the obligation of a service-provider who feels an entrant is intent on
purchasing a vehicle which he can ill afford? Which principle should prevail – choice or well-being?
Also, as is always the case with any set of principles, it is in the operationalising of the principles
where difficulties arise. For example, while there might be total agreement that services should
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Evaluation of the Integrated Humanitarian Settlement Strategy 27 May 2003