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Consumer Participation and Engagement Plan - Task 1

Consumer Engagement Plan

Project Summery

A project for planning consumer engagement and participation was brought by Rainbow Community Services started in July 2020. The project aims at increasing the consumer engagement and participation in the organization. It will also determine the current population of indigenous people in the area, percentage of people who are receiving or have received services from Rainbow Community Services. Furthermore, it will also be determining the social needs of indigenous people in the area where the organization works.


Rainbow Community Services, a non-for-profit organization 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.


Several stakeholders were involved in the projects such as, agency staff and management members of Rainbow Community Services, community groups, community members (indigenous people), local government and industry stakeholders.


 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 was performed between 1st July 2020 and 1st August 2020 which included gathering inputs from the participants and listening to them. The research was also performed to identify the community and stake holders and how they are engaged with Rainbow Community Services.

Project Launch

The project was launched between 1st August 2020 and 1st September 2020. The project launch aimed at informing the stakeholders about the project and encouraging them to participate in it.


The engagement phase stared on 1st September and continued till 5th November 2020. People were consulted and encouraged to participate in the research. The problems and issues faced by the locals were discussed. They were also asked to provide feedbacks on the services provided by the organization. People were provided with the solutions to their problems. The information collected during the consultation was deeply analyzed. The engagement was closed on 5th November 2020 and the reports were sent to the community. Some stakeholders, who were interested in the project even though the consultation phase was ended, reported back to the community. Through the implementation of the project, the community aimed at understanding the interest of its target clients towards the organization. The aim of he project was to find out the most effective way to engage more numbers of consumers with the organization and to understand the need of the indigenous people of the area.

Engagement Methods

Engagement method was based on different activities performed on the participants. They were interviewed by the project members. Several questionnaires were also performed on the target client. A survey was done on the participants to collect the required information regarding people’s interests. Apart from this, documents and records related to the participants were also studied.

Engagement Protocols

All the activities related to engagement and participation was conducted according to the following protocols:

  • All kinds of organizational communications between the staff and the management of Rainbow Community Services related to the project and the consumer engagement and participation were documented through meeting minutes, email correspondences, and communication logs and were used as references for the purpose of reporting within the organization and other relevant stakeholders.
  • The cultural and language interpreters were responsible for coordinating the communications with the community groups and community members which was documented through meeting minutes. Discussion notes and interview notes were meant to use as references within the organization and relevant stakeholders.
  • All kinds of communications with the local government and industry stakeholders were documented through the meeting minutes, email correspondences and communication logs and were used as references for reporting purposes within the organization and other relevant stakeholders.

Communication and Process Barriers

The following table shows the barriers to consumer engagement and participation and the mechanism/process to address the same.

Table 3: Barriers and mechanisms

Barriers to consumer engagement and participation

Mechanism/process to address this barrier

Communication barrier

The participants’ communication was largely performed in regional languages.

Language interpreters were provided to do the needful.

Process barrier

Participants’ hesitation to engage in the interview and survey.

Participants were encouraged to do the same by explaining them the benefits of the same.

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.


Reporting was supposed to do weekly to report the progress to the stockholders who were involved in the project. Reporting covered level of participation and outcomes of information gathering activities.


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.

Consumer Participation and Engagement Plan - Task 2

Investigating Client Needs (Survey)

A survey was done to identify the need of the indigenous people in the area served by the Rainbow Community Services which was responded by 120 members of indigenous community. On enquiring the required social needs of the people in the area, it was discovered that they are in the need of education, economic development, and employment support. Majority of the respondents had the same requirements. On asking whether the services provided by the Rainbow Community Services meet their need, majority of the respondents answered in negation. They responded that there was a gap between one of the identified need and the organization’s current services. On asking the areas that need to be improved in Rainbow’s services, it was responded by the majority of the indigenous people that the organization needs to develop and implement a new service programme to meet the need for economic development and employment support.

Consumer Participation and Engagement Plan - Task 3.1

Collaborating with Other Services and Networks

The following service providing organizations and networks can support the Rainbow Community Services to address the need of the indigenous people in the area.

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.


Consumer Participation and Engagement Plan - Task 3.2


In a meeting conducted between the representative personnel from the above mentioned services and network organizations and the representative personnel from the Rainbow Community Services, the social needs of the indigenous people were discussed in detail. The meeting was aimed at making collaboration between the Rainbow Community Services and the above-mentioned organizations to address the need of the indigenous people. The authorities from The Rainbow Community Services explained the required social needs of the people there and offered them to collaborate with the organization to address the need of the local people. The representative personnel from the Rainbow Community Services and the above mentioned organizations were agree on the mutual work responsibilities to meet the need of the people there. The consultation and the collaboration with different organizations expect to provide the indigenous people with the required social need. As the organizations work in different sectors such as education, healthcare, hospitality and employment, the collaboration is expected to uplift the condition of the people in the area. The children, once got good education, can be prepared to contribute to the economic development of the area. The increasing employment opportunity will provide the regional people with opportunity to earn a better living and the health care supported by the collaboration expected to fulfil all their needs of leading a healthy life.

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