Feedback and Continuous Improvement
Gathering feedback from your service users is important to ensure that the improvements that you have made to your service as outlined in the Charter are having a positive impact. By meeting the requirements of the LGBT Charter you will be giving a strong message to the LGBT people who use your service and those who provide it that equality is at the heart of your organisation.
LGBT Youth Scotland aims to give LGBT people young and old, a voice in the affairs of Scotland. We do this by empowering organisations to reach out to and listen to the needs of their LGBT service users.
Often, LGBT people do not speak out about the things which concern them and the services which they receive because they may not feel confident that they will be listened to. LGBT people need to know that they can trust the people that offer services before they will speak out. Although this isn't an overnight process, seeking the LGBT Charter Mark is a big step forward as it demonstrates that you value the views and opinions of LGBT people. The documents below provide some suggestions of ways in which you can gather the views of LGBT people that use your service and allow them to feedback their opinions to you.
Monitoring sexual orientation and gender identity
Really valuable research and consultation is often carried out with people in organisations both on a formal and an informal basis but questions about respondents' sexual orientation and gender identity are rarely asked. This has a twofold effect: Although you may know that you have LGBT people in your organisation or be aware that it is more than likely, asking these questions will give you a much clearer idea. Being unsure about these issues may mean that you do not always meet the needs of LGBT people.
Refraining from asking these questions strengthens the silence which surrounds LGBT issues in society, a silence which can leave LGBT people feeling isolated and ashamed. Asking questions like these and explaining why you are doing this shows LGBT people that you think these issues are important and that you are able to talk about them. Some people may not want to answer these questions so be sure to provide a “prefer not to say” option. It is ultimately the choice of any individual what information they give to you.
Below you can see an example of an LGBT inclusive Equal Opportunities Monitoring form.
Confidential ways of gathering the views of LGBT people
Engaging with LGBT people need not be a dificult task. Sometimes all that it will take to engage with LGBT people will be to state clearly that the organisation is supportive and responsive to their needs and concerns and that you are open and able to speak about issues which might concern them.
However, some people may not want to talk to you directly about issues relating to their sexual orientation or gender identity and may not want to be identified as LGB or T. You can still provide ways for them to feed their opinions back to you.
- Anonymous feedback box: Provide a locked box into which people can submit their suggestions, concerns and opinions.
- Online feedback: Many organisations now have their own websites – provide a space where LGBT people can feedback to you. Alternatively, set up an email address for feedback and allow people to contact you anonymously.