Story telling can be used in a myriad of way to explore your customer’s experience of your service. Story telling is a particularly good method for connecting with customers who have impaired capacity. QCOSS partnered with A small disability support provider; S.C.O.P.E, to explore the use of storytelling with people with impaired capacity.
The method we used together is that can be easily replicated in any services.
S.C.O.P.E. identified customers they believed would benefit from the process of story gathering. Two adults, Matthew and Michelle were identified (all names have been changed). Matthew and Michelle live north of the S.C.O.P.E. office on the Sunshine Coast. Matthew and Michelle are housemates, and they share their home with one other tenant named Kyle.
Matthew and Michelle were specifically chosen to pilot the story process as they have undertaken major transition in the previous 12 months. Previously, Matthew and Michael lived in a large group living arrangement with a lot other people on the property. Within the 24 months prior to that, Matthew and Michelle received services from a different service provider at that property. S.C.O.P.E. were particularly interested in trialling ways in which they could assess the impact of the move and identify ways in which they could gather meaningful feedback from Matthew and Michelle about their experience with S.C.O.P.E.
Initial meetings were held with S.C.O.P.E. to plan out the process. Ongoing communication occurred between QCOSS and S.C.O.P.E. via phone and email to provide further guidance and collaboration.
S.C.O.P.E. developed their own topic guide and discovery tips that suited what they were seeking and what was important to them. You can also download an accessible word version of the topic guide and discovery tips.
A time suitable to Matthew and Michelle was arranged to meet and spend time with them. House staff had been briefed by S.C.O.P.E. prior to visits. During the visits, the topic guide and story tips were used to guide conversation, along with following through on information shared by Matthew and Michelle. The following stories were gathered as a result of the process used with Matthew and Michelle.