• Subject Name : Management

Develop and Implement Service Programs - Task 1

Project Summary

In July 2020 project for planning consumer engagement and participation was brought by Rainbow Community Service. The aim of the project was to increase consumer engagement and participation in the organisation. It also wanted to determine the current population of indigenous people of that locality. And analyse the quality of services they were receiving. The objective was to determine whether they had received any services from Rainbow Community Services. By doing the same, they could also tap into the social needs of the indigenous population of that area.


Rainbow Community Services is a non-for-profit organization that works to provide help and support services regarding early childhood development, education, governance, community and family safety, health and housing to the local people of the region. This project has been planned to engage and provide opportunities for participation of the target clients and client group of the organization. The objectives of the project are to engage more and more target client of the organization and to provide more services to the local community related to different aspects of their day to day life which includes providing habitats to orphans and elderly people, providing children with education, meeting the need of housing, medical care, community and family safety and a good governance.


 There were various stakeholders involved in this project along with agency staff and members of senior management of the company. The community groups, volunteers, investors and industry stakeholders were the major ones concerned with progress of the project.


 A team of four members including me the project manager was selected for planning the project which included Lana Figs, the senior Responsible officer, Cheryl Dawson, Engagement lead, and Anton Reyrson, the subject matter expert. The team worked closely to Franz Sykes, the information and records manager, Mallori Colton, cultural and language interpreter and some local community elders.

Table 1: Team members

Name of the team member



Project manager

Lana Figs

Senior responsible officer

Cheryl Dawson

Engagement lead

Anton Reyrson

Subject matter expert

Franz Sykes

Information and records manager

Mallori Colton

Cultural and language interpreter

Project Budget

 The project had an estimated budget of $2348.42 to cover the engagement tools (selection and configuration, procurement/development and security accreditation), strategy development, technical service provision, legal advice, forum moderation, community management and facilitation, and requirements gatherings, selection and configuration of tools.

Table 2: Project budget distribution

Project budget

Distribution area


Engagement tools (selection and configuration, procurement/development and security accreditation)

Strategy development

Technical service provision

Legal advice

Forum moderation

Community management and facilitation

Requirements gatherings

Selection and configuration of tools



 The research began on 1st July 2020 and 1st august 2020 and it was done though the collection of inputs from participants. Identification stake holders and gathering inputs was done through the analysis of enagagement with Rainbow community services.

Project Launch

The project was launched between 1st August 2020 and 1st September 2020.


On 1st September the engagement phase was started and it continued till 5th November 2020. A lot of the community members were encouraged to participate in this research and various issues and problems related to the community were discussed at length. The research also took feedback from these people. This information collected was used for thorough analysis and the interest of the target consumers/users were understood. The stakeholders reported back to the community for the implementation of the project.

Engagement Methods

The people of the area were interviewed by different project members through both questionnaire and survey method. The engagement methods varied as the activities performed by the participants. The survey method was used to collect the information on participants interests. A thorough study of the participants information and documents was also conducted with their permission.

Engagement Protocols

The research conducted ensured that all the engagement protocols had been followed

  • For the purpose of reporting within the organization and other relevant stakeholders , all organizational communications between the staff and the management of Rainbow Community Services about project, consumer engagement and participation were documented through meeting minutes, email, messages and call logs . these were as reference points and helped in reporting within the organization and other relevant stakeholders.
  • The cultural and language interpreters and translators helped a great deal in ensuring the smooth transfer of information despite the communication barrier. The same was recorded by the project staff through minutes of meeting. Ample amount of discussion notes from the interview could be used as valuable source if information.

Communication and Process Barriers

Table 3: Barriers and mechanisms

Barriers to consumer engagement and participation

Mechanism/process to address this barrier

Communication barrier

The participants only spoke their regional language

A translator and interpreter were present at the scene

Process barrier

Most participant were hesitant or shy to conduct the interview

Confident project managers helped in listing the benefits of the research thus encouraging the people.

The information gathered from the research was stored and managed according to the Record Keeping Policy and Procedures of Rainbow Community Services and the as per the Privacy Policy and Procedures of the same.


The progress of the research was reported to stakeholders where they were notified of the level of participation and any relevant outcomes of the information collection methods. The process of reporting kept the stakeholders informed of anything noteworthy.


The effectiveness of the consumer engagement and participation plan was evaluated on every fortnight which includes the metrics and processes like participation of the clients, input volume and input quality. It was supposed to be reported by the project manager.

Develop and Implement Service Programs - Task 2

Investigating Client Needs (Survey)

A survey was conducted to identify the specific needs and understand the journeys of the indigenous population of the area where Rainbow Community Services functioned. 120 members of the indigenous community responded and help the project managers by providing information about their social needs.it was soon discovered that they desperately needed aid with education, economic development and employment support. The respondents were asked to confirm if the services provided by rainbow community met their needs and most of answered in negation. The gap between the need for services and the provision of the same was huge. They all felt that the organisation had to revamp or develop a new service programme so as to meet the needs of the people of the indigenous area, especially when it came to economic development and employment support.

Develop and Implement Service Programs - Task 3

Collaborating with Other Services and Networks

Table 4.1: Services and network

Service 1


Name of service

Wiley Education Services

Brief description

Based in USA, they are helping students getting higher education, thus providing them with opportunities to get better jobs and bright future.



Table 4.2: Services and network

Service 2


Name of service

The Citizen Foundation

Brief description

Based in the USA, this NGO supports unprivileged children’s education in different part of the USA along with some overseas also.



Table 4.3: Services and network

Network 1



Save The Children

Brief description

The USA based network works for the development of unprivileged children regarding their education, health, and protection.



Table 4.4: Services and network

Network 2



Hope Foundation

Brief description

This network helps unprivileged children to acquire their basic right to education and strengthen them to make a better living.



Conclusion on Develop and Implement Service Programs

The various representatives from the organisations mentioned above and different networks sat down with the stakeholders of the Rainbow Community Services to understand and discuss the details of the social needs of the people in the indigenous areas. The collaboration between the various organisations was aimed at creating a better future for the members of the indigenous communities through upliftment of the society. From healthcare to hospitatlity, education to economic development, the information collected is meant for understanding the ends of the people in a better manner. Once that is understood, through various such extended efforts, these collaborations can help in contributing towards growth and development. By increasing the amount of investments community members could also be encouraged to increase their consumer spending which would lead to more and more economic development. Keeping up to date with their issues and keeping a track of their engagement rate is another way to understand and comprehend their social and cultural needs. By developing infrastructure and building and encouraging investment and donations for building the community through events and fundraisers will also be very helpful. One of the most important step is the improvement of healthcare and education in indigenous community area as this will definitely help in improving the quality of life of the indigenous community. Rainbow Community Services has done an excellent job in the past but as happens with time, it must re-evaluate its plan based on this information and join forces with all these above-mentioned organisations to create a development programme that will help the people of the indigenous community lead a healthier and more prosperous life.

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