Model of Service Delivery

Youth Information

Model of service delivery

Foreword

Wenowliveinanagewhereinfiniteamountsofinformationaboutinfinitetopicsare instantlyavailableonsmalldevicesthatpracticallyeveryyoungpersoninthe countryholdsinthepalmoftheirhands.Nearlyallthetime.Thisisfrightening!The associatedrisksofthisunfetteredaccesstotrueandfalseinformationarewell documentedandfrequentlydiscussed.

Crosscare’sYouthInformationServiceisavitalresourceforyoungpeopletryingto findthetruthaboutthemyriadofissuesthatconfrontthemdaily.Thisserviceis committedtoprovidingthehigheststandardofinformationprovision.Information thatisRELIABLE,UNBIASED,EASYTOUNDERSTANDANDACCURATE.To achievethisgoal,wehavedevelopedacomprehensiveevidence-informedmodelof youthinformationpracticethatguidesthiswork.

OurchallengewastodesignaModelofServiceDeliverythatisrelevantand practicalbutalsospeakstothefutureandanticipatesthegrowingneedforaquality servicethatprovidesthesupportthatouryoungpeopleneednowandintothefuture astheynegotiatetheirwaythroughthismoderntime.

Webelievethateachyoungpersonhasarighttofullandreliableinformation.This isthecentralbeliefbehindourwork.ThisModelofServiceDeliverysetsoutour approach,rootedinyouthworkprinciplesandunderpinnedbyERYICA(The EuropeanYouthInformationandCounsellingAgency)guidingprinciples.ThisModel linkswhatwedowithwhatwewanttoachieveandstrivestocommunicatethetrue valueofourwork.

ThedevelopmentofthisModelwillresultinqualityofserviceandsupportfor vulnerableyoungpeople.Wearecommittedtoachievingthebestoutcomesfor youngpeopleandstrivetoensurethattheservicewedelivertoyoungpeopleisof thehighestquality,planned,andsupportedbyevidence.Wewantittobeasteady beaconthatwillhelpguideandsupportyoungpeopletomakeinformedchoices basedonrealtruthsothattheycangrow,developandachievetheirfullpotential.

Iamextremelygratefulforthecommitment,professionalismandenthusiasmofour YouthInformationteam;CharleneMcKee,PaulMurphy,SusanScottandtheirteam leaderJulieKelleher.Julieandtheteamhavedoneextraordinaryworkindeveloping suchacomprehensiveandprogressivemodelofoperationfortheservice.Theteam wasalsobrilliantlysupportedbyLouiseCadwellfromourPracticeDevelopment team.Sincerestthankstothemall.

ConorHickey. CEOCrosscare

Crosscare,astheSocialSupportAgencyof theCatholicArchdioceseofDublin,hasa:

•VISION ofasocietywhereallpeople havetheopportunitytofulfiltheir potential.

•MISSION toprovideinnovativeand relevantservicestothosemostin need.

DeliveringYouthinformationwithinalargesocialSupportagency

Crosscareexiststosupportpeopleandfamilieswhentheyfacedifficultchallenges inlifeandwhentheyfindithardtogetthehelptheyneedincluding; Homeless, YouthWork,Counselling,Migrant,RefugeeandFoodPovertyCasework Services.Wehaveavibrantandexcitingculturebasedonanattitudeofservice andunderpinnedbyourvaluesofLove,RespectandExcellence.Thesevalues guideourday-to-dayactivitiesandwork.Webelievethateverypersonandevery interactionisimportant.Wepayattentiontothesmallthingsbecausetheyarewhat makeourservicesimpactful.

CrosscareisalargeSocialSupportAgencythathasevolvedovereightyyears.We continuetoadapttoensurethatthosewhofindthemselvesonthemarginsofour societyarehelpedandsupported.Crosscare’sabilitytoadjusttochanging circumstancesandtorespondtoemergingneedshasgivenreputationandtrustto theYouthInformationServicewhenworkingwithotherserviceproviders.

Havingaccesstodiversedisciplinesandskillswithinoneorganisationhasprovided internalcross-servicecollaborationwherethesharingofinformation,ofexperience, ofknowledge,andofcurrentbestpracticeshasprovidedthebestoutcomeforour youngpeople.Ithasalsoensuredcompliancewithallpolicies,proceduresand statutoryrequirements.

Throughourwork,weoftencomeacrossabarrierorinjusticewhereayoungperson isdeniedaccesstoservicesandopportunitiesorisadverselyaffectedbypolicies andprocedures.Crosscarehasastructure,andasocialpolicyprocesswhich involveseffortstoimprovepractices,procedures,policies,regulationorlegislation ofstateagenciesanddepartmentsthatnegativelyimpactthelivesofyoungpeople weworkwith.

TotheModelofServiceDelivery Introduction

Crosscarerecognisesthevalueofyouthinformationandthegrowingbodyof researchandbestpracticesupportingitscontributiontoyoungpeople.Aspartof our FaithtoActionStrategy2024-2029(Crosscare2024)1,wehavesetouta numberofkeyobjectiveswhichwillaidusintheeffectivedeliveryofperson-centred servicesthatachievegreatoutcomesforthoseusingourservices.

ThisYouthInformationModelofServiceDeliverysetsoutourapproach,service deliveryandservicequality.Itaddressesthekeychallengesinmeasuringthe impactofourwork,strengtheningandcreatinggreaterawarenessoftheevidence basetoourapproach.

Ourmodelisbasedontheassumptionthateffectiveservicedelivery:

Promotesoutcomesthatare meaningfultoourserviceusersin dailylife.

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Incorporatesanapproachthatis underpinnedbyevidence.s

EvidenceinformedPractice

Anevidence-informedapproach ‘helpspeopleandorganisations makewell-informeddecisions byputtingthebestavailable evidenceattheheartof practicedevelopmentand servicedelivery’.2

Wehaveemergingevidence astowhatworksin supportingyoungpeople theirfamiliesandtheir communities.Thetaskisto usethisevidencealongsideour ownpracticewisdomandthe viewsofyoungpeopletoofferthe bestpossibleservicesthatsupport realbenefitsintheirlives.

Ensuresthatinterventionshavea clearlogic.

Providesevidenceofefficacyof ourservices.

Whoweareand whatwedo!

WHAT ISYOUTHINFORMATION?

CrosscareYouthInformationServiceprovideshighqualityinformationtoyoung peopleand‘helpsthemmakeinformedchoices,promotestheirautonomy,their abilitytothinkcritically,andtheiractiveparticipationinsociety’.3

Who isTHISSERVICEfor?

CrosscareYouthInformationServiceisforallyoungpeopleaged15-25years, parents/guardiansandthoseworkingwithyoungpeople.Wemeetyoungpeople wheretheyareatandaimtoprovidethelevelofsupporttheyneedinthatparticular moment,regardlessofhowcomplextheirsituationis.Thisisreflectedinhowour youthinformationprovisionisacombinationofbothtargetedsupportanduniversal services.

TargetedSupport:

Operatingwithinlocalyouthserviceshasfacilitatedourethosofengagingyoung peoplewhohavecomplex,multipleneedsandbarriersthatpreventthemachieving theirfullpotential.

Weprovideinnovativeandrelevantservicestothosemostinneed.Forus,those ‘mostinneed’areyoungpeoplewhoareunabletoreachtheirpotentialbecause theyhavecomplexandmultipleneeds,experienceahighdegreeofsocialisolation andmarginalisationand/orfinditdifficultorimpossibletoaccessappropriate servicesandsupports.

OpenAccessService-Universal:

Theserviceisavailabletoallyoungpeople.Weaimtocreateaninclusiveservice thatreflectstherangeofdiversitywithintheyouthcommunity.Weworkalongside themtochampiontheirrightstolivefreelyinafairandjustsociety.

what wedo?

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Placeyoungpeopleatcentreofourservice: Theinformationisadapted andpersonalisedtothespecificneeds,concernsandinterestoftheyoung person.

Provideinformationonawiderangeoftopics: OurYouthInformation Servicerespondstothequestionsthatyoungpeopleask.Theissuesand topicsarewide-rangingandquestionscanrangeintheircomplexity.We answerdirectlyorreferifnecessarytootherspecialisedorganisations.

Signpostandrefertootherspecialistsupports: Somequestionsor issuesforyoungpeopleareverycomplexandrequireamorespecialised serviceorexpertisee.g.legaladvice,mentalhealthsupports.TheYouth Informationservicesign-poststheyoungpersontothemostappropriate service,oftenmakingcontactandadvocatingontheyoungperson’sbehalf, ifandwhenrequired.

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Raiseawarenessamongyoungpeople: Weinformyoungpeopleof opportunitiesavailabletothemandhowtheycanavailofthose opportunities.Weencourageyoungpeopletotakecontroloftheirlivesand claimtheirrightsandrespecttheirresponsibilities.

Advocateforchangeontheyoungperson’sbehalf: Weareavoicefor youngpeople.Thiscanmeanspeakingonbehalfofayoungpersonwhois strugglingtobeheardonadifficultissue.Othertimes,anissuehasbeen identifiedthatadverselyaffectsallyoungpeople,oracohort.Weaddour voicetothevoicesofyoungpeopletocreateawarenessofanissue,or campaignorlobbyrelevantbodies,advocatingpositivechange.

YouthInfoHub: Providesasafephysicalspacetodrop-inandreceive aprofessional,confidentialpersoncentredserviceonawiderangeoftopics.

Outreach: Deliversyouthinformationservices(workshops,trainingetc.) toyoungpeopleandotherorganisationsintheirlocality.

Europe&Beyond: SharesinformationonEuropeanOpportunitiesto youngpeopleandyouthworkers.WithparticularemphasisonEUfundingfor volunteeringandstudying,plusemploymentresourcesandtravelandlifestyle information.

Publications: Researches,designsspecialisedaccessiblepublications, whicharetargetedanddisseminatedtoyoungpeople.

DigitalYouthInformation: ExpandsthereachofYIservicesthrough websiteandsocialmediacampaigns.

ProfessionalSupport: Offersdirectsupportandconsultationoptions toYouthWorkersandotherservicesworkingwithyoungpeopleandfamilies. Thishelpsthemaddresstheinformationneedsoftheyoungpeopleandclients thattheyworkwith.

Webchat: YouthInformationOnlineChatisafree,non-judgemental,one-toone,onlinechatandemailserviceforyoungpeople.YIChatisapartnership betweenYouthWorkIreland,Crosscare,YMCAIreland,andspunout.

TransitioningSupport: Providesawidevarietyofsupportstofacilitate keytransitionse.g.schoolcompletion,returntoeducationaswellasacademic progressionandhigherlevelfundingsourcesincludingSUSI.Thisprogramme alsocatersfortraining,employmentandcareerinformationandoptions.

What arethekeypolicies?

CrosscareYouthInformationServiceoperatesinthecontextoflegislationanda numberofkeypolicieswhichinformthedirectionofourresponsetotheneedsof youngpeople.

EuropeanYouthInformationCharter4: isasetofprofessionalprinciplesand guidelinesforyouthinformationandcounsellingworkacrossEurope.Itseeksto guaranteetherightofyoungpeopletocomplete,reliableandupdatedinformation. (ERYICAguidingprinciplesoutlinedonpage12).

TheUniversalDeclarationofHumanRights5: establishesthefundamentalrightto freedomofopinionandexpression,includingtherighttoreceiveandimpart informationandideasthroughanymediaandregardlessoffrontiers(Art19).

UnitedNationsConventionontheRightsoftheChild(UNCRC)6: UnderArticle 17,theGovernmentshallensurechildrenhaveaccesstoinformation,particularly aimedatpromotingayoungperson’ssocial,mental&physicalwellbeing.

YouthWorkActof20017: TherighttoinformationissupportedundertheYouth WorkActof2001.

YoungIreland,NationalPolicyFrameworkforChildrenandYoungPeople, 2023-20288: informscross-governmentworkforchildrenandyoungpeopleoverthe period2023-2028.Strivestoplacechildrenandyoungpeopleatthecentreofpolicy, whilealsoaddressingthemostpressingissuesforchildrenandyoungpeople.

Who arethekeyAGENCIES?

IntegratedinaLocalYouthService

Crosscare Youth Services

BeingembeddedinalargeSocialSupportAgencywhile locatedwithinalocalYouthServicehelpsussupportyoung peoplewithfeweropportunitiesandbreakdownthebarriers thatyoungpeopleface.

Extensivenetworking,interagencyliaisingandresource sharingisakeyfeaturewhenworkingatlocallevel.This helpsustomakeservices,rightsandentitlementsmore accessibletoyoungpeople.

NationalinteragencyCo-operation

ItisthestrengthofYouthInformationprovision,thatthesectorhasworkedin partnership/collaborativelyonmanyprojectsovertheyears.Thereare approximatelytwentyYouthInformationprofessionalsnationwide,welooktoeach otherforsupportandideas.

ThissupportisverybeneficialasmostYIstaffworkasanindividual–workingwithin ayouthservicesettingandyetworkingverydifferentlytootherYouthWorkStaff. Informationandothersupportresourcesaredevisedandsharedbetweenthese agenciesforgoodpractice,topromoteinteragencycooperationandtoavoid duplicationofservicestoensurebetteroutcomesforyoungpeoplenationally.Youth InformationOnlineChatServiceisanexampleofapartnershipbetweenYouthWork Ireland,Crosscare,YMCAIrelandandspunout.

Eurodesk–EuropeanYouthInformationNetwork

CrosscareYouthInfoServicesispartofalargenetworkofEuropeanEurodesk points,withover2,200officesthroughoutEurope-providingfreeinformationon Europeanopportunitiessuchas;travelling,working,studyingandvolunteeringor takingpartinEU-fundedprogrammes.

EuropeanYouthInformationandCounsellingAgency(ERYICA)

ERYICAisanindependentorganisationcomposedofnationalandregionalyouth informationcoordinatingbodiesandnetworks.Theirworkupholdstherightofyoung peopletocompleteandreliableinformation,helpingtheminmakinglifedecisions, andpromotingtheirabilitytothinkcriticallyandtobecomeactiveparticipantsin society.ERYICAaimstointensifyEuropeanandinternationalcooperationinthefield ofyouthinformationworkandservices,bygivingvisibilitytoinitiativesatalocal, nationalandinternationallevel,andbyprovidingitsmemberswithopportunitiesfor professionaldevelopment,exchangeandinnovation.

Section YouthInformation Approach

Ourvision Ouraim

Isforallyoungpeopletohavethe opportunitytofulfiltheirpotential. WebelievethatYouthInformation hasanimportantroletoplayin achievingthisvisionfortheyoung people.

Istoupholdtherightofyoungpeople tofullandreliableinformation.Tohelp themmakeinformedchoices,andto promotetheirautonomy,theirabilityto thinkcritically,andtheiractive participationinsociety.9

Ourapproach

OurYouthInformationapproachisrootedinyouthworkprinciplesofreal participation,valuebasedrelationshipsandenrichingexperiences.Itisunderpinned byERYICA(TheEuropeanYouthInformationandCounsellingAgency)guiding principles.

Embracingtheseprinciples,ourYouthInformationServicebelievesthat accessto informationthatisaccurate,reliableandnon-judgemental, providedinasafe andwelcomingenvironment,createsopportunitiesforyoungpeopletomake positiveinformeddecisionsonallaspectsoftheirlives.

CENTRALTHEME

Righttofull and reliable information

Ourresponse

CrosscareYouthInformationServicebelieveshavingaccesstofullandreliable informationsupportsyoungpeopletomakeinformeddecisionsthatbestsuitthem, takeaction,makepositivelifechoices,andreachtheirfullpotential.

Therighttoinformationisanintegralpartofgivingyoungpeopletheabilityand powertomaketheirownchoices.Itisrecognisedonanational,Europeanand Internationallevele.g.UnderArticle17(UNCRC)(2).

Centralthemeinaction

TheYouthInformationServiceiscentredaroundtheexpressedneedsofthe individualyoungperson,wherewerespondtoquestionsthatyoungpeopleask.We helptheyoungpersonmakesenseoftheinformationathandandsupportthemto

takethenextstep.Weencourageyoungpeopletotakecontroloftheirlives,toclaim theirrights,andtorespecttheirresponsibilities.

Weensurethattheyoungpersonhasaccesstoalltheinformationfromavarietyof reliablesourcestomakeinformeddecisions.Wecarryoutextensiveresearchand networkingtoensurethattheinformationproducedordisseminatedisaccurate, complete,up-to-dateandverified.

Ifayoungpersonisdeniedaccesstoservicesandopportunitiesorisadversely affectedbypoliciesandprocedures,wesupportthemtoclaimtheirrightsor advocateontheirbehalf.

TherighttoinformationenshrinedintheUNCRC,isechoedthroughthekey exampleofeachoftheGuidingPrinciplesinpractice.Theguidingprinciplesofour youthinformationapproachcreateanenvironmentforyoungpeopletoreachtheir fullpotential.

Therighttofullandreliable

Casestudy

Adam(16)cameintogetaCVdone.Itbecameapparentthathisneedswere greaterthanthatofaCV.Hewasinresidentialcare.Hewasnolongerattending schoolandweestablishedthatacontributingfactorwasliteracyissues.Hewas alsoveryconcernedthathisAftercareSupportswouldbestoppedwhenhereached 18,ifhewasnotinfull-timeeducation.

Hetoldusthathereallywantedtobeanaccountantbutcouldn’tseehowthiswould bepossibleinhissituation.Weresearchedandoutlinedwhatoptionswereavailable tohimtoachievethisgoal.Wehelpedhimfindatutortohelpimprovehisliteracy. WehelpedhimspeaktohisKeyWorkerabouthisworrieswhenheleftcare.We explainedabouteducationalprogressionroutesandhowthiswouldallowhimto achievehiscareergoal,stepbystep.

Welethimknowthatthiswasonlythestartofoursupportandthathecouldcome backatanytimeandwewouldhelpandsupporthimtoreachhisgoal.

INDEPENDENT &ethical

Theinformationthatisofferedis comprehensive,providesanoverview ofdifferentoptionsavailableandis basedonpluralistandverified sources.

Theinformationofferedis independentofanyreligious,political, ideologicalorcommercialinfluence.

Sourcesoffundingforyouth informationdonotcompromisethe applicationofanyoftheprinciplesof thisCharter.

Ofinfluenceoragenda

Providesoptions

Verifiedandaccurate information

Youthinformationservicesrespect youngpeople’srighttoprivacy, confidentialityandanonymity.Youth informationservicesprovideasafe environmentforyoungpeople.

Criteriaforselectinginformationare madepublicandunderstandable. Theauthorandthepurposeofthe informationareclearandvisible.

Allinformationproducedor disseminatedisaccurate,complete, up-to-dateandverified.

Ourresponse principlesinaction

CrosscareYouthInformationServicebelieveshavingaccesstocomprehensive, unbiased,andverifiedinformation,helpsyoungpeopletomakeinformeddecisions. Wearecommittedtoprovidinganinclusiveandculturallysensitiveapproachtoall informationprovisionfreefromanyreligious,political,ideologicalorcommercial influence.

Youngpeoplefacemanydecisionsandchoicesthatcansignificantlyimpacttheir lives.Accesstoalltheinformationandoptionsavailablehelpsyoungpeoplemake decisionsthatbestsuitthemandtheircircumstances.

Youngpeoplemayaskaninitialquestionbutthroughconversation,activelistening, andempatheticsupport,thereisoftenanopportunitytoprovideanoverviewof differentoptionsandraiseawarenessofotheropportunities.

Wefocusonidentifyingandresearchingverifiedandaccurateinformationtoensure youngpeoplereceivequalityinformation.Sometimesquestionsrequireexpert advice–e.g.legaladvice,counselling,homelessness.Werefertheyoungperson, makingtheinitialcontactwherenecessaryoradvocatingontheirbehalf.Ourwork ishighlycollaborativeandreliesonextensivenetworking,sharingofresources& cross-referralwithspecialistsupporttomeettheneedsofyoungpeopleina comprehensiveyetsensitiveway.

Weraiseawarenessamongyoungpeopleoftheirrights,entitlements,and responsibilities,empoweringthemtomakeinformeddecisionsandsupportingthe youngpersontoassertthemselveswhenfacinginjusticeordifficultsituations. PromotingthisbeliefinyoungpeopleunderpinsmuchofYouthInformationwork especiallywhereitrelatestoaccessingrights&entitlements,youthrepresentation, andpolitical,social,andculturalengagement.

Youngpeoplehavethepowertoinfluencewhatishappeningintheirlives,their communityandsociety.Throughourwork,wesupportyoungpeopletobecome activecitizens,participateintheirlocalcommunities,andusetheircivilrighttovote inallelections.

Dean,20yrs,hadbeensearchedbytheGardaíwhenataConcertandfounddrugs onhim.Hiscourtdatewascomingupandhewasfeelingsonervousandwasn’t surewhatwasgoingtohappenashehadneverbeenincourtbefore.Wegavehim timetotalkthrougheverythingthatwasgoingonandthenwestartedtofigureout whatheneededtodotoimprovehissituation.Together,wecameupwithquestions thatheneededtoaskthesolicitoronhowbesttoapproachthecourt.Therewasno judgement.Asanextrasupport,weaskedoneoftheJusticeworkerstochatto DeanaboutwhatmighthappenontheCourtday.WewroteaCharacterreference incasetheSolicitorfeltthatthiswouldbeofbenefit.

Wethenaskedabouthisdrug-takingandthatthismightbeanexcellentopportunity todosomethingaboutit,itwouldreflectwellincourtbutitwouldalsohelphimin thelongrun.WecontactedthelocalDrugTreatmentServicetolinkinwithadrug workerandgotDeanregisteredonaprogrammebeforethecourtdate.

Deanwasaskedtocomebackwhenhewasreadysothatwecouldexploregoing backtoeducationorplanwhathewouldliketodonext.

ACCESSIBLE ANDINCLUSIVE

Youthinformationservices guaranteeequalityofaccess.

Youthinformationcentresand servicesareeasilyaccessible, attractiveandvisibletoyoung people.

Youthinformationis understandableforyoung people.

Equalityofaccess

Youthfriendlypremisesand product

Opentoallandfreeofcharge

Youthinformationservicesareopento allyoungpeoplewithoutanyformof discrimination.

Youthinformationservicesarefreeof chargeforallyoungpeople.

Youthinformationcentresand servicesstrivetoreachouttoall youngpeople,inwaysthatare effectiveandappropriatetodifferent groupsandneeds.

Ourresponse

CrosscareYouthInformationServicebelievethatequalityofaccessandan inclusiveapproachtoYouthInformationincreasesayoungperson’scapacityto makeinformedchoicesandhelpthemavailofopportunitiesthatimprovetheirlife choicesandimpacttheirfuturesocialandeconomicprospects.

Someyoungpeoplefacechallengesorbarrierstoaccessinginformation, opportunitiesandentitlements.TheroleofYouthInformationistomakeservices andrightsandentitlementsmoreaccessibletoall,withaparticularfocusonyoung peoplewithfeweropportunities.Accessandinclusionmeansdifferentthingsto peopleatvariousstagesintheirlives.

Barrierscanbestructuralorhiddenandmayinclude:physicalbarriers, comprehensionissues,lackofawarenessofrightsandentitlements,andlow capacitytoavailofexistingsupportsandopportunities.Lackofdiversityintheway informationandresourcesarepresentedmayalsopresentafurtherbarrierto inclusionandaccessibility.

Principlesinaction

WeoperateourYouthInformationservicesusingdifferentmethods,bothpractical andaspirationaltoensureaccessibilityandinclusivitytoyoungpeople.Through drop-inservicesbasedinlocalYouthCentres,weprovidefriendlyandinclusive spacesopentoallyoungpeople,whereyoungpeoplecancometotalktoatrained informationprofessionalinconfidence.

Ourinformationresourcesaredesignedinawaythatisattractivetoyoungpeople. Thesematerialsareoftenco-createdwithyoungpeopletofacilitateyouth-friendly languageandvisuals.Themediumsusedincludehardcopy(leaflets,brochures, booklets)video,socialmediaandwebsite.

Westrivetoprovideaqualityservicebasedonindividualneeds,toappropriately supporttheyoungpersonbymakingthenecessaryadjustmentsorprovisions.

TheNationalYouthInformationOnlineChatServiceenablesayoungpersontochat onlinewithatrainedYouthInformationOfficer,whocansupporttheyoungperson withanyquestionstheymayhave.Thisservicehasincreasedouraccessibilityto youngpeoplenationally.

Wedonotchargeyoungpeopleforourserviceatanypointofcontact.

Casestudy

Katie(18)wasreferredbythelocalDrugandAlcoholProgrammeworkertothe YouthInformationServicefor‘CVsupport’.Whenchattingwithherittranspiredthat shewasextremelymarginalisedandatriskofhomelessness.

Hermotherhaddiedrecentlyandshehadnofinancialmeansofherownandno conceptofrunningahouseorpayingbills.Shewasnotsigningonforsocialwelfare supportandhadnotpaidrentonthefamilyhometothelocalcountycouncil.

Shepresentedwithacomplexsetofneeds,someofthemmoreurgentwhich requiredanimmediateintervention,andothersthatbecomepartofalongerterm planwhichwasputinplacebytheYouthInformationOfficeronherbehalfin conjunctionwitharangeofstatutoryagenciesandlocalservices.(e.g.SDCCsocial workdept.,MABS,INTREO&CWO,HSEtrainingcentretonameafew).

EMPOWERING &PARTICIPATIVE

Youthinformationservices empoweryoungpeopleandfoster theirautonomy.

Youthinformationservicesprovide youngpeoplewithmediaand informationliteracyskillstoactin asafeandresponsibleway.

Youthinformationservices promoteactivecitizenshipand participation.

Ourresponse

Fosterautonomy Activechoiceanddecision making Youthinformedservices

Youngpeopleparticipateinthe production,disseminationand evaluationofyouthinformation,at differentlevelsandindifferentforms.

Youthinformationservicesoffer platformsforpeer-to-peeractivities.

Youngpeopleareencouragedtogive feedbackasanintegratedpartofthe ongoingdevelopmentofyouth informationservices.

CrosscareYouthInformationServicebelievesthatempowermentandparticipation placeyoungpeopleatthecentreofdecision-makingprocesses.Thiscanreferto howyoungpeoplechoosetouseinformationwhenmakingdecisionsforthemselves, orbyprovidingaspaceforyoungpeopletospeakandhavetheirvoicesheard,so thattheyinformandinfluenceyouthinformationservicedelivery.

Whenayoungpersonfeelsempowered,theyhavecontroloverhowtheychooseto usetheinformationtheyarepresentedwithandcanmoveforwardwithconfidence inthatdecision.Thatcontrolofthechoicestheymightmakeisautonomy.Allowing spaceandtimetoexploreanissuewithayoungpersonhelpsthemtoacquirethe skillstomakesenseofoptionsthatmightpresentthemselves,andfeelconfidentin theirabilitytomakeinformeddecisionsbasedonfullandaccurateinformation.

Empowermentfostersautonomyinyoungpeoplesothattheyhavethetoolsto exploretherangeofoptionsthatmightbeavailableforthemselvestothenmake senseofthoseoptionsandfeelthattheyhavetheabilitytomakeinformedpersonal decisionsbasedonthatinformation.

YouthInformationplaysanimportantroleinenhancingyoungpeople’scritical thinkingandcapacitytoquestiontheinformationtheyfind,produceandshare.10

Principlesinaction

Weprovideaplatformwhereyoungpeople’svoicesareheardandacteduponto influenceanddirectourserviceprovision.Weworkalongsideyoungpeopletohelp assisttheservicebetteridentifyandrespondtotheneedsofyoungpeopleensuring informationisrelevantandup-to-date.Havingyoungpeopleinvolvedincreatingor influencinginformationresources,helpsyoungpeopledevelopskillsandgenerally improvesoutcomesforyoungpeople.Realparticipationbyourserviceusers improvesoutcomesfortheYouthInformationServiceandforthoseyoungpeople engagingwiththeservice.

Empowermentisnotsomethingthatcanbe ‘bestowed’onaperson.Itissomethingthey developforthemselves,sometimeswiththehelp ofothers.

AGuidetoallthingsGay

Thisisaresourcecreatedforyoungpeoplebyyoungpeople.Overaperiodof monthsalocalLGBTQI+youthgroupalongwithayouthinformationworkercreated abookonlgbtqi+issuesthattheyaimedtobe“easytoreadforanyonethatmight pickitup,whetherornottheyareadult,youngperson,LGBTQ+orstraight”.The youngpeoplewereinvolvedinallaspectsofthebook,fromcontenttodesign.They lookedatresearchinginformationandfactcheckingittoensureaccuracy.

TheYouthInformationworker’srolewastosupporttheyoungpeopletocreatea resourcethattocapturethepersonalstoriestheywantedtoshareandcombine themwithfactualinformationtheyoungpeoplefeltwasimportanttoinclude.The workeralsoworkedwiththegroupthroughtheprocessofchoosingartwork,layout, andcontentthatallowedfortheircreativitybutdidn’ttheneglecttheimportanceof accuracyandrelevance.

Theresultwasausefulpracticalresource,filledwithpersonalisedtouches,hasat itsheartyoungpeople’sstories,andissomethingaboutwhichthegroupfeelsa strongsenseofownership.

Itisalsoyouthparticipationinaction.TheprojectusedallfouraspectsoftheLundy Model11 toaddressanissuethathadbeenidentifiedasanareaofconcernforyoung peopleinthearea-providedSPACEtoexpresstheirviews,debatecontent,make decisions;amplifyedtheirVOICEbeyondthesafetyofthegroup;providedthemwith anAUDIENCEotheryoungpeople,parents,teachersyouthworkersetc;and broadenedtheirINFLUENCEbeyondtheirpeergrouporfamily.

Section Service delivery

Effectiveservicedelivery: Havingcommittedtoachievingthebestoutcomesfor youngpeople,wemustensurethattheservicewedelivertoyoungpeopleisofthe highestquality,plannedandsupportedbyevidence.

ThereareanumberofelementstoensurethatourCrosscareYouthInformation Serviceisdeliveredinthemosteffectiveway.

•Personcentered

•Outcomefocused

•Skilled/CompetentStaff

Young person

Staff

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Interventions provided Outcome

Process

Services available Supports available

Personcentered

Youthinformationservicesare basedontheneedsofyoung people.

Theinformationavailablecovers alltopicsthatmattertoyoung people.

Ourresponse

Eachuserisrespectedasan individual&theresponsetoeach questionispersonalisedinwaysthat areeffectiveandappropriate.

Youthinformationstructureshave enoughhumanresourcesinorderto guaranteepersonalisedsupportand services.

CrosscareYouthInformationServicebelievesthateveryyoungpersonshouldbe respectedasanindividualandtheresponsetoeachquestionispersonalisedtothe needsofthatyoungperson.

principlesinAction

Weprovideaplacethatyoungpeoplecancometotalktoatrainedprofessionaland knowthatthewholeserviceisthereprimarilytocaterforthemandtheirinformation needs.Theserviceisfocusedontheyoungpersonwiththeirownspecificneeds, abilities,barriersandcircumstances.

Aimtoenableyoungpeople tomaketheirowninformed choicesandbecome independentandactive citizens. 1 2 3 4 5 Processofengagement

Giveinformationinaway thatisaccessible,nonjudgemental,and welcomingforyoung people.

Givetimeandasafe spacetocomeand talkorgetsupport.

Helpyoungpersonto explorethesituationand identifykeyissues.

Provideinformationand optionsandhelptheyoung personmakesenseofthe informationathandand supportthemtotakethenext step.

Levelofneed

EachyoungpersoncomestotheYouthInformationServicewithdifferingskillsand capacityandmayrequiremoredirectadvocacyoradditionalspecialistassistance togettheirneedsmet.Keepinganopenmind,beingencouraging,enthusiastic& optimisticforandwiththeperson,notbeingpredictiveofpeople’sabilityand respectingtheirultimatechoiceornon-choiceisaninteresting&continuous challengeinYouthInformation.

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Complexquery,low support/Simple query,complex support

Itisimportanttoensurethateachyoungpersonisreceivingtheappropriatelevelof supportfortheirparticularneeds.Youngpeople’sneedschangethroughouttheir livesandattimesrequiredifferentresponses.

EuropeDay-YouthInformationphotocompetitionwinner! Theme:Peace&Unity.

Complexquery

OUTCOMEFOCUSED

Adoptinganoutcomes-focusedapproachensuresweareprovidinganeffective servicethatdeliversmeaningfuloutcomesforyoungpeopleusingourservice.

Beingoutcome-focusedplacestheneedsoftheyoungpersonatthecentreofthe service,initsplanninganditsdelivery.Wesupportyoungpeopletoachievethese outcomesthroughtheiractiveparticipationintheyouthinformationprocess.

whataretheoutcomeswewanttoachieve?

The NationalPolicyFrameworkforYoungPeople2023-202812,identifiesfivekey overarchingoutcomestobestmeettheneedsofyoungpeople,theseoutcomesare centraltoourwork:

Personalandsocialdevelopmentoutcomes:

Tofurtherassistincapturingtheday-to-dayoutcomesthattheYouth InformationServiceachievesforyoungpeople,wealignourselveswiththe sevenpersonalandsocialdevelopmentoutcomesencompassedwithinthe provisionof UBUYourPlaceYourSpace13.Theseoutcomescapturethe subtlechangesinattitudes,behavioursorcapabilityofayoungperson.We believethattheseoutcomesareimportantwhenitcomestoensuringthat youngpeopleareabletoachievethelongertermoverarchingoutcomes identifiedintheNationalPolicyFrameworkforYoungPeople2023-2028.

InadditiontotheNationalYouthWorkOutcomesbeingcentraltoourworkasa youthinformationservicewehavespecificoutcomesbasedontheERYICAaims.14

YouthInformationoutcomes

1.Youngpeoplewillhave increasedaccesstofulland reliableinformation.

2.Youngpeoplewillbesupported tomakeinformedchoices,

3.Youngpeoplehavemore controloverthechoicesand decisionstheymake.

4.Youngpeoplewillthinkmore critically.

5.Youngpeoplewillbemore activeinsociety.

Aplannedapproach

Havingidentifiedwhatwewishtoachieveasaservice,ournextstepistodetermine howwemightbestachievethoseoutcomes.Eachpartofourservicedeliveryis clearlyplannedwithconnectionstospecificoutcomes.Goodplanningprovidesa basisfromwhichtoreacttounexpectedevents,takeadvantageofemerging opportunities,andbecreativeinmeetingneedsofyoungpeople.Ratherthanbeing restrictive,goodplanningallowsforreviewthroughoutdeliveryofaprogramme whereflexibilityandadaptabilitymaybeneeded.

Thelogicmodelapproach15 isrecognisedasausefulframeworkintheplanningof ourservice.Itallowsustoaskwhatwewanttoachieve,whatisthebestwayto achievethat,andhowwewillknowwhetherwehaveachievedthoseaims.

LogicModel

Evidencebasedapproach

CrosscareYouthInformationServiceusesacombinationofevidenceinformed practiceandevidencebasedprogrammes.Evidenceinformedpracticeisbasedon theintegrationresearch,experience,practicewisdom,andotherexpertsources.

Toensurethatourpracticeiseffective,wewillcontinuetodrawonevidencein deliveringadiverserangeofprogrammes,ensuringthattheservicedeliveredto youngpeopleiswellplanned,ofthehighestqualityandsupportedbyevidence.

TheevidencebaseforanoutcomesapproachhasbeendemonstratedbyMcNeil, ReederandRich(2012)inAFrameworkofOutcomesforYoungPeople16.They highlightedtheimportanceofsocialandemotionalskills(capabilities)andshowed thatachievingintheseareasareimportantstepstoachievingthemoresustainable outcomesassetoutintheNationalPolicyFrameworkforYoungPeople2023-2028.

In‘AFrameworkforOutcomes2.0’McNeil,MillarandFernandez(2019)17 further developstheTheoryofChangeasausefulframeworktoevaluatetherelationship betweensocialandemotionalcapabilitiesandtheimpactforyoungpeoplewithina setofplannedactivitiesandtheapproachtakenbyYouthInformationService.

theoryofchangeinrelationalworking

Thereisevidencethattherelationshipbetweentheyouthinformationofficerandthe youngpersonisakeydrivertoachievingsuccessfuloutcomes.‘Developing EffectiveRelationshipsBetweenYouthJusticeWorkersandYoungPeople’,(UL 2021)18 identifiescoreskillsinvolvedindevelopingeffectiveworkingrelationships withyoungpeople.Theyhighlightedtheimportanceofworkerqualitiessuchas dependability,consistency,andcommitmenttotheyoungperson.Inaddition, intangiblequalitiessuchaswarmthand humourappearedtobecritical.The combinationofskillsandqualitieshelps toestablishthemutualtrustthatis essentialfordevelopingandsustaining effectiverelationships.

Dependability, consistency, Commitment.

Theydemonstratedhowstrengthsbasedapproachescanbuildonthe foundationoftrusttoinstillhopeand beliefinthepossibilityofchangeworkingwiththeyoungpersonto identifyandachievegoalsandtargetstoincreasetheyoungperson’ssenseof agency.(UL2021)

CrosscareYouthInformationService’sapproach,processofengagementandstaff competenciesofferstheenvironmentforeffectiverelationshipstoprovideforthe possibilityofchangeandrealimpact.

Theoryofchange

Thetypeofactivities thatyoungpeople engageinwithintheir YouthInformation Service.

Mechanismof change

Intermediate outcomes Impacts Activities

Thefeelingsthat youngpeople experiencewhilst participatinginthese activities.Experiences arewhatresultinthe positiveintermediate outcomes.

Thevalues,attitudes, knowledge,skillsand behavioursthatyoung peopledevelopasa resultofparticipating intheYouth InformationService.

Thelongertermand sustainedchange thatisachieved.

Mechanismofchange

‘Mechanismsofchangerepresentwhattheyoungpersonexperiencesinthe momenttheyreceiveaserviceandarethekeyelementsthatleadtopositive outcomes.Eachmechanismoutlinedbelowisthoughttobeanenablerofpositive changeforyoungpeopleaccessingservices’(GranteeLevelTheoryofChange, 2017). 19

Environmentandrelationship;

•Youngpeopletrustandfeeltrusted(bothinitiallyandmoredeeplyovertime).

•Youngpeoplefeelrespectedandsupported.

•Youngpeopledon’tfeeljudged.

•Youngpeoplefeelsafe&secure.

Natureanddeliveryofactivity;

•Natureofactivityyoungpeoplefeelpositivelychallenged.

•Youngpeoplefeelasenseofpurpose,achievementandcontribution.

Community;

•Youngpeoplefeelincludedandagreatersenseofcommunity.

TheoryinPractice

CrosscareYouthInformation’stheoryofchangedrawsonexistingevidence frameworksandisbasedonatemplatecreatedbytheGranteeLevelTheoryof Change(2017).Ourtheoryofchangeunderpinsourmeasurementsframework.

Ayoungpersoncomesin lookingforaCV.

1

2

Mechanism ofchange

Activity

Feelconfident,supported, valued,andmotivated.

3

4

Impacts

Intermediate outcomes

Throughconversation,getting toknowtheyoungperson, identifyskills,qualitiesand experiencenotconsidered,cocreatingaqualityCV,interview preparation,job-huntingskills allowingtheyoungpersonbe abletoexploretheirown attributesinasafenonjudgmentalenvironment.

Increasedunderstandingof employersexpectations, increasedjobhuntingskills andincreasedemployability.

Improvedeconomicsecurity,feelingconnectedtowider community,improvedaccesstowiderrangeofchoices.

Skilled/competentstaff

Youthinformationservicesare providedinaprofessionalmannerby trainedstaff.

Youthinformationworkershave mediaandinformationliteracyskills.

Youthinformationservicescooperatewithrelevantstakeholdersin ordertoidentifyneeds,lookfor synergies,shareexpertiseandmake youthinformationvisible.

YouthInformationworkersco-operate atlocal,regional,national,European andinternationallevelandsharebest practicesandknowledge.

Youthinformationworkersensure thatyoungpeoplehaveknowledge andskillstousethedigitalservices targetedtothem.

Ourresponse

Youthinformationservicesare innovativeintheirchoiceofstrategies, methodsandtoolstoreachoutto youngpeople.

Youthinformationworkersareaware ofnewdevelopments,relevantlaws andkeepthemselvesinformedabout trendsamongyoungpeople.

Youthinformationworkersare proactiveplayersinthemediaand informationlandscapetoensure qualityyouthinformationisvisible.

CrosscareYouthInformationServicebelievesthattheYouthInformationOfficeris thekeyresourceintermsofdeliveringtheservice.Ourstaffpossessmanyskillsand qualities(competencies)todeliveryouthinformation,supportyoungpeople,and providequalityservice.

ThesecompetenciesareidentifiedintheYouthInformationCoreCompetencies Framework20 andincludecommunication,research,andengagingyoungpeople. Additionalcoreskillsareidentifyingneeds,managinginformation,supporting inclusion,anddeliveringoutreachactivities.Eachcompetenceisofequal importance.

Webelievethatconsistentandqualityserviceisachievedthroughbuildingstaff competenceandeffectivemanagementpracticesthatincludestandardised recruitmentprocedures,amodelofsupervision,andcontinuousknowledgeand professionaldevelopment.

3 1 2

Supervision: Crosscarehasamodelofsupervisionthatprovidesforreflective learningthroughtheregularsupportoftheservicemanager.Itprovidesanimportant opportunitytoreflectandreviewskillsandpracticesandplaysakeypartinensuring goodpractice.

KnowledgeDevelopment: TheYouthInformationOfficerscontinuouslyresearch andidentifyreliablesourcesonbehalfofyoungpeople.Weutiliselocal,regional, national,andinternationalsources.Wenetworkextensively,producingandsharing resources,andseekcross-referralresponseswithotherprofessionalcolleaguesto ensurethebroadestrangeofsupportforyoungpeople.Researchtimeensuresthat theinformationproducedordisseminatedisaccurate,complete,up-to-dateand verified.Theinformationissourcedprimarilyfromanauthoritativesourcee.g.expert organisationsorserviceprovider.

ProfessionalDevelopment: Crosscareiscommittedtocontinuouspractice developmentandcapacitybuildingofouryouthinformationofficers,toensurethat wearedeliveringaconsistentandqualityservicetoouryoungpeople.Wepromote aculturewherestaffcanavailofawiderangeoftrainingandprofessional developmentopportunities.Thisequipsuswiththemostup-to-dateknowledgeto bestrespondtotheneedsoftheyoungpeopleweserve.YouthInformationOfficers continuouslydevelopandenhancetheirspecialisedknowledgeandskillsbase: learningabouttopicalissuesthatrelatetoyoungpeople’sneeds,whileembracing newmodesofinformationprovisionandcommunication.

AsampleofTrainingandCPDundertakenbythestaffinclude: -NALAPlainEnglishtraining.-TraumaInformedPractice. -TherapeuticCrisisIntervention.-LGBTQI+supportsforYoungPeople. -Onegoodadult(Jigsaw).-MotivationalInterviewing. -StormSkillsTrainingforself-harmandsuicideprevention. -WellnessRecoveryActionPlan(WRAPprogramme). -Attendingorpresentingatconferences.

-Attendingprofessionallyrelevantnetworksandpracticegroups.

TheYouthInformationOfficersaretrainedto completeresearchandtoaccessaccurate updatesonbehalfofyoungpeople.Extensive networking,sharingofresources&crossreferralwithotherprofessionalcolleagues involvedinprovisionofservicesand opportunitiestoyoungpeople.

Researchtimeensuresthattheinformation producedordisseminatedisaccurate, complete,up-to-dateandverified.The informationissourcedprimarilyfroman authoritativesourcee.g.theparent/expert organisationsorserviceprovider.

Howtoidentify

2

Comparetheinformationtothat whichyoualreadyknowis reliable.Istheinformation biased?

1

Whoistheauthor/source? Whataretheircredentials? Dotheyhaveknowledgeable experienceintheareathey arewritingabout?Whatis theirreputation?

Istheinformationrelevantto yourtopicanddoesitmeetthe needsoftheyoungperson? Coverage

Isyourtopicconstantly evolving?Itisessentialthe sourceofinformationisupto date.21

Section 3 Serviceimpact Andquality

Ourworkwithyoungpeopleisdistinct,hasimpactandchangeslives.Werecognise theimportanceofmeasuringandassessingmeaningfuloutcomesachievedby youngpeopleanddemonstratingtheimpactyouthinformationhasonthelivesofthe youngpeoplewhouseourservice.

MeasuringImpact

Thelinkbetweentheroleofyouthinformationandthepositiveimpactonyoung peoplecanbehardtodemonstrate,becauseformanyyoungpeopletheimpactlies intothefuture.

CrosscareYouthInformationServicehasimplementedameasurementframework tohelplinkwhatwedo,withwhatwewanttoachieve,whichincludesaclear processforevaluatingandgatheringevidenceforourwork,toallowusto communicatethetruevalueofourwork.ThisensuresourYouthInformationService isinthebestpositiontoachievepositiveimpactsforyoungpeople.

GatheringtheEvidence:

•Step1:Whatareweaimingtoachieve?

•Step2:Whatarethemostrelevantoutputsandoutcomes?

•Step3:Whatarethemethods/prgrammestoachievethedesiredoutcomes?

•Step4:Whatisthebestapproachtomeasurement?

•Step5:Measureoutputs,outcomesandimpacts.

•Step6:Report,reviewanddevelopservice.

MeasurementFramework:

CrosscareYouthInformationServicedrawsonexistingevidenceframeworks(e.g. GranteeLevelofChange,2017),toevaluatehowourplannedapproachwillachieve theintendedoutcomesandimpacts.‘Measuringourimpactisaboutshowcasingour organisation’sabilitytodrivepositivechange.Itisbyusingpowerfulstoriesand credibleevidence.Developingatheoryofchangeandassociatedmeasurement frameworkisawaytounpack,evidence,anddemonstrateyourimpactandguide strategicdecisions.(SparksStrategy,2022).Wemeasureourimpacttodetermine thesuccessofouroutcomesandplanforourfuturedevelopment.

MeasurementFramework:

Output Outcomes

Impact

Mechanismofchange - youngpeoplefeelsupported,safeandsecure withasenseofpurpose.

InformationHub- Young peoplehaveaccessasafe spacetoreceiveinformation andsupportfromatrained youthinformationworker.

YIOnlineChatServiceYoungpeoplereceive informationandsupport throughanonlineservice.

Digitalyouthinformation - Website,socialmedia.

DynamicresourcesYouthfriendlypublications withyoungpeoplearecocollaborators.

Support forthoseworking withyoungpeople& parents.

Advocacy- Addingour voicetothevoicesof youngpeopletocreate awarenessofanissue,that adverselyaffectsayoung personorallyoungpeople.

Transitioningsupport programme- Support youngpeopleduringtimesof transitionfromsecondaryto thirdlevel,fromeducationto employment.

EurodeskMultiplierDisseminateinformationon Europeanopportunities.

1.Increasedaccesstorelevant information.

2.Increasedawarenessof options.

3.Increasedabilitytomake informedandpositivechanges intheirlives.

4.Increasedconfidenceinown knowledgebase.

5.Increasedabilityincritical problem-solvingskills.

6.Increasedabilitytoproblemsolveandmakeinformed choicesabouttheiroptions duringdifferenttransition periodsoftheirlives.

7.Increasedabilitytoavailof rightsandentitlements

8.Improvededucationaland employmentattainment.

9.Increasedabilitytoavailof Europeanopportunities.

10.Increasedsenseof responsibilityandownership overtheirownlives.

11.Increasedcommunicationand socialskills.

1.Youngpeoplewill feelsupported.

2.Youngpeoplewill makedecisions thatbestsuit them.

3.Youngpeoplewill thinkmore critically.

4.Youngpeoplewill bemoreactivein society.

5.Youngpeoplewill reachtheirfull potential.

Measurement - isquantitative(databaseandanalytics)andqualitative(case studies,testimonialsandstaffexperience).

EuropeanYouthInformationQualityLabel

CrosscareYouthInformationServicehasbeenawardedtheEuropeanYouth Information(ERYICA)QualityLabel.TheQualityLabelisavisiblesignthatour approachensurestheinformationweprovideiscorrect,accurate,unbiased, accessible,andreliable.Itmeansthatayoungpersoncantrusttheinformationthat isprovided.

TheEuropeanYouthInformationQualityLabelProjectisapartnershipbetweenthe CouncilofEuropeandERYICA.TheQualityLabelhasbeendesignedtogetherwith youngpeopleandislinkedtoaseriesofqualityassessmentstandards,mechanisms andtools.

Theagreedcriteriaforawardingthelabelarebasedonthe9principlesofthe EuropeanYouthInformationCharter.TheSelf-assessmentToolinvolvedmeasuring theserviceagainsteachprincipleandsayingwhetheritisabsent,acquiring, achievedoradvanced.Tangibleevidencewasrequiredonwhyaparticularresult waschosen.Theprocessincludedayouthreviewwhichisanessentialpartofthe Evaluationtoolandensuredtheinclusionofthevoiceofyoungpeoplewhoare centraltoanyyouthinformationservicereview.APeerReviewwascarriedoutby theIrishCommission.ERYICAexaminedthedocumentationandrecommendations bytheIrishCommissionandadecisionwastakentoawardthelabel.

TheEuropeanYouthInformationQualityLabelisacontinuousprocessthataimsto ensurethatyouthinformationservicescontinuetoofferqualityserviceandcommit toaprocessofcontinuousdevelopmentthroughengagementintheQualityLabel.

Benefits:

•Providestheopportunitytoreviewandassessourwork.

•Providestheopportunitytoidentifyareasofourworkthatrequiremorefocusand ensurethedevelopmentoftheseareasinthefuture,resultinginanimprovement inourprovisionandpractices.

•ProvidesavisiblesignthatCrosscareYouthInformationServicehas demonstratedhigh-qualityservicedelivery.

•Raisesawarenessamongyoungpeopleabout whatreliableinformationis.

•Itultimatelyleadstobetteroutcomesforthe youngpeopleavailingofourservices.

Summary

Eachyoungpersonhasarighttofullandreliableinformation.Thisisthecentral beliefbehindourwork.ThisModelofServiceDeliverysetsoutourapproach,rooted inyouthworkprinciplesandunderpinnedbyERYICA(EuropeanYouthInformation andCounsellingAgency)guidingprinciples.

Havingcommittedtoachievingthebestoutcomesforyoungpeople,westriveto ensurethattheservicewedelivertoyoungpeopleisofthehighestquality,planned, andsupportedbyevidence.InthisModelofServiceDelivery,wedemonstratehow weeffectivelydeliverourservicesthroughvariedmethods,thecompetencyofthe staff,andeffectivemanagementpractices.

ThisModelofServiceDeliveryoutlinesourmeasurementframeworkthatlinkswhat wedowithwhatwewanttoachieve.Itincludesaclearprocessforevaluatingand gatheringevidenceforourwork,toallowustocommunicatethetruevalueofour workanddemonstratetheimpactyouthinformationhasonthelivesoftheyoung peoplewhouseourservice.

Conclusion

ThisModelwillultimatelyresultinbetterqualityofserviceandsupportsfor vulnerableyoungpeople.Wewanttodeliverouryouthinformationworkinthebest possibleway.Wewanttheworktobeeffective,relevantandinnovative.Wewantit tohavearealimpactontheyoungpeople.

Sheencouragedmetostayin school,movingontodoaPLCand thenafouryeardegree....Inatime whereIdidn'tthinkIcouldeven makeittotheLeavingCert.

Iamgoingthrewthe hardesttimeinmylifethis reallyhelpedme.

....wasamazingatgiving advice,hegavemeinstant repliesandansweredallmy questionswithanabundance ofinformation.

TheYouthInfoadvocatedonmybehalfto getanewwheelchair,whichallowedmeto getoutagain.SlowlyIstartedtogain confidenceandlookaroundtoseewhat wasonofferforme.

Iwassupported...toappealmySUSI grantapplicationwhichtookmanymonths ofemailingandcallingSUSI....Gettingthe SUSIgrantallowedmetogotocollege.I amnowafullyqualifiedbeautician.

Iamgoingthrewthe hardesttimeinmylife thisreallyhelpedme.

IwassearchedbytheGuardsandthey founddrugsonme.Mycourtdatewas comingup.ThedayIcalledintotheYouth InformationService,Iwasscared......Ijust wantedtotellsomeone.WhenIleft,Ifelt somuchbetter.IfeltsomeonecaredandI hadaplan.

Appendix1:References

1.Crosscare(2024)

2.Nutleyetal(2010)

3.ERYICA(2024a)

4.ERYICA(2018)

5.UnitedNations(2015)

6.UnitedNations(1989)

7.Ireland(2001)Youth WorkAct

8.Ireland(2023) DepartmentCEDIY

9.ERYICA(2024a)

10.ERYICA(2018)

11.CentreforEffective Services(2011)

12.Ireland(2023) DepartmentCEDIY

13.Ireland(2019)

14.ERYICA(2024a)

15.CentreforEffective Services(2011)

Appendix2:Bibliography

16.McNeiletal(2012)

17.McNeiletal(2019)

18.UniversityofLimerick (2021)

19.YMCA(2017)

20.ERYICA(2021)

21.StevensonUniversity (2024)

22.SparkStrategy(2022)

23.ERYICA(2024b)

1.CentreforEffectiveServices(2011),BuildingaWorkRelatedLogicModel,LogicModelling, SupportingClearandAchievableOutcomes,Seminarnumber2,2011,Dublin:unpublished.

2.Crosscare(2024)‘FaithtoActionStrategy,ChartingtheRightCourse2024-2028’,Crosscare StrategicPlanDublin:unpublished.

3.ERYICA(2018),EuropeanYouthInformationCharter,Portugal:OnlinePDF,https:// static1.squarespace.com/static/63e63a0eebdc006803f20644/t/640a2e2bce568a43c63b75cf/ 1678388782099/EYIC_A4_English.pdf,accessed2023/24.

4.ERYICA(2021),AEuropeancompetenceframeworkforYouthInformationWorkers, Luxembourg:Online,https://www.eryica.org/publications/youthinfocomp,accessed2023/24.

5.ERYICA(2024a),WhoWeAre,EuropeanYouthInformationandCounsellingAgency, Luxembourg:Online,https://www.eryica.org/who-we-are,accessed2023/24.

6.ERYICA(2024b),EuropeanYouthInformationQualityLabel,EuropeanYouthInformationand CounsellingAgency,Luxembourg:Online,https://www.eryica.org/task-forces/quality-label, accessed2023/24.

7.Ireland(2001),YouthWorkAct,Dublin:Online,http://www.irishstatutebook.ie/eli/2001/act/42/ enacted/en/html,accessed2023/24.

8.Ireland(2019),UBUYourPlaceYourSpace,PolicyandOperatingRules,Dublin:Departmentof ChildrenandYouthAffairs,OnlinePDF,https://ubu.gov.ie/userfiles/pdf/ UBU%20Policy%20and%20Operating%20Rules.pdf,accessed2023/24.

9.Ireland(2023a),TheNationalPolicyFrameworkforChildrenandYoungPeople2023–2028, Dublin:DepartmentofChildren,Equality,Disability,IntegrationandYouthYoungIreland, 046fc48f-5eb5-4d6f-aa5d-0a6ec322b723.pdf,accessed2023/24.

10.Ireland(2023b),YoungIreland:NationalPolicyFrameworkforChildrenandYoungPeople (0-24)2023-2028,Dublin:DepartmentofChildren,Equality,Disability,IntegrationandYouth, YoungIreland,OnlinePDF,https://www.gov.ie/pdf/?file=https://assets.gov.ie/ 280807/66d25198-b019-4734-b516-0014a119e261.pdf#page=null,accessed2023/24.

11.McNeil,B.Millar,G.andFernandez,S.(2019),‘AFrameworkofOutcomes

12.forYoungPeople2.0-RevisitingandrevisingtheCatalystFrameworkofOutcomes2012’, OnlinePDF:YouthImpact,November2019,https://www.ymcageorgewilliams.uk/sites/default/ files/2020-11/outcomes_framework_report_final.pdf,accessed2023/24.

13.McNeil,B.Reeder,N.andRich,J.(2012),‘Aframeworkofoutcomesforyoungpeople’,The YoungFoundationJuly2012,OnlinePDF:TheYoungFoundation,https://youngfoundation.org/ wp-content/uploads/2012/10/Framework-of-outcomes-for-young-people-July-2012.pdf, accessed2023/24.

14.NutleyS,MortonS,JungT,BoazA.(2010),‘EvidenceandPolicyinSixEuropeanCountries: DiverseApproachesandCommonChallenges’.Evidence&Policy:AJournalofResearch, DebateandPractice.6(2):131-144,UK:BristolUniversityPress.

15.SparkStrategy(2022),ImpactMeasurement,WhatIsImpactMeasurement-WhatItIs,WhyIt Matters?,Australia:SparksStrategy,https://sparkstrategy.com.au/impact-measurement, accessed2023/24.

16.StevensonUniversity(2024),‘HowtoIdentifyReliableInformation’,Online:Stevenson University,https://www.stevenson.edu/online/about-us/news/how-to-identify-reliableinformation/,accessed2023/24.

17.UnitedNations(2015)TheUniversalDeclarationofHumanRights,OnlinePDF:UnitedNations, https://www.un.org/en/udhrbook/pdf/udhr_booklet_en_web.pdf,accessed2023/24.

18.UnitedNations(1989),UNConventionontheRightsoftheChild,OnlinePDF:UnitedNations, http://www.ohchr.org/en/professionalinterest/pages/crc.aspx,accessed2023/24.

19.UniversityofLimerick(2021),DevelopingEffectiveRelationshipsBetweenYouthJustice WorkersandYoungPeople:ASynthesisoftheEvidence,Limerick:UniversityofLimerick SchoolofLaw,https://researchrepository.ul.ie/articles/report/ Developing_effective_relationships_between_youth_justice_workers_and_young_people_a_syn thesis_of_the_evidence_REPPP_review/19830325,accessed2023/24.

20.YMCA(2017)GranteeLevelTheoryofChange,Scotland:YMCAGeorgeWilliamsCollege, https://youthimpact.uk/yif-learning-project/grantee-level-theory-change,accessed2023/24.

Appendix3:AdditionalDocuments

1.ERYICA(2019),EnsuringQualityinYouthInformationandCounselling,Online,Portugal: ERYICA,https://www.eryica.org/publications/charter-brochure,accessed20233/24

2.ERYICA(2021),Engage.Inform.Empower:PositionPaper.Recommendationfromthemain EuropeanYouthInformationandMobilityNetworksonthenewEUYouthStrategy,OnlinePDF, Portugal:ERYICA,https://static1.squarespace.com/static/63e63a0eebdc006803f20644/t/ 63ffd1dc86a3c779315fa891/1677709791897/position_paper_print.pdf,accessed2023/24.

3.Ireland(2010),NationalQualityStandardsFramework(NQSF)forYouthWork,Dublin: DepartmentofChildren,Equality,DisabilityandYouth,OnlinePDF,https://www.gov.ie/en/ publication/b10560-national-quality-standards-framework-nqsf/,accessed2023/24.

4.Ireland(2015),ChildrenFirstAct2015,Dublin:GovernmentofIreland,http:// www.irishstatutebook.ie/eli/2015/act/36/enacted/en/pdf,accessed2023/24.

5.Ireland(2017),ChildrenFirst,NationalGuidancefortheProtection&WelfareofChildren, OnlinePDF,Dublin:DepartmentofChildrenandYouthAffairs,https://www.tusla.ie/uploads/ content/Children_First_National_Guidance_2017.pdf,accessed2023/24.

6.Ireland(2019),NationalStrategyonChildrenandYoungPeople’sParticipationinDecisionmaking,2015–2020,Dublin:DepartmentofChildren,Equality,DisabilityandYouth,Online PDF,https://www.gov.ie/en/publication/9128db-national-strategy-on-children-and-youngpeoples-participation-in-dec/,accessed2023/24