A State Mental Health Division Office of Consumer Affairs program evaluation: stakeholder views, efficacy and desired directions
This dissertation presents the results of a comprehensive stakeholder survey regarding a consumer staffed, State Mental Health Division (MHD) Office of Consumer Affairs (OCA). Part of a larger comprehensive 3 year program evaluation of the OCA, the investigation collected and analyzed both qualitative and quantitative field data from mental health consumers, family members and service providers about the office. Twelve stakeholder subgroups, represented by 345 individuals, were interviewed utilizing a quantitative-qualitative protocol. The range of stakeholder opinion and level of stakeholder knowledge were established regarding the OCA and its activities. Low levels of state-wide stakeholder knowledge and awareness of the OCA were found as was significant, broad based support regarding the mission of the office. Significant differences were found between the expectations and desires of mental health consumers and providers regarding extent of knowledge of the OCA and opinions concerning, among other issues, advocacy activities on the part of the OCA. Stakeholder observations of the successful OCA sponsored Consumer Ad-Hoc Committee are presented. Information from the wider evaluation provides background and explanation to illustrate survey findings. Lessons drawn are applicable to other similar offices across states and systems. Data based recommendations are made to address significant outcomes and process deficits revealed by the evaluation. The national and historical context of the OCA and other offices of consumer affairs are also briefly described.
- Social welfare