Evaluation of Norfolk LGBT+ Project

Healthwatch Norfolk was asked to evaluate Norfolk LGBT+ Project. They undertook surveys and interviews, speaking to 45 people, including service users, professionals who have referred to or used the services of the project, and the staff and project volunteers.

The Project employs a full-time Project Manager and a part-time Training Officer. The rest of the services are delivered by volunteers, who have had on average five and a half years involvement with the project. The Project provides a range of support groups, one-to-one support and access to low cost counselling. There is some alternative provision for LGBT+ services in Norfolk, but this is limited and targeted at particular needs, such as transgender support groups.

People who have used the service, whether for themselves or to seek help for a family member felt that the service was well run and met the majority of their needs. Those professionals that had referred to the service or undertaken training with the project valued the services of the project. The project website, which is how most service users find out about the Project, has recently been updated. The service-users and professionals that had seen the website were complimentary about the look and ease of use.

Service users felt that the staff and volunteers of the Project were highly professional and could not be more helpful. The service was valuable and staff and volunteers were quick to respond to requests for support. People felt that they were made to feel welcome and did not feel judged. The Project provides a safe space for many where people feel able to be themselves. The support has a positive impact on people’s wellbeing and this was a key theme from the survey and the interviews. People stated that they sought support from the Project because their mental health was not good.

There were a few things that service-users felt could be improved and these were about accessibility for those with disabilities and for those in rural locations. The volunteers and staff felt that they had good opportunities for training and were very well supported by the Project Manager. The Project Manager was highly praised for the support she provides and how responsive she is to any requests. There is concern, however about how much responsibility the Project Manager has and the impact on her. The staff and volunteers were uncertain about the future sustainability of the Project. Whilst people recognised that the need for the Project would continue; the concern was whether those who could potentially fund the Project would do so. People felt that LGBT+ services were undervalued and often overlooked.

There were suggestions about ways that income could be generated but there was recognition about the lack of resource to do this. The staff and volunteers felt that the Project was really good at reaching out to people and providing support. Using volunteers who have lived experience is a particular strength of the Project. Many of the volunteers had previously used the services of the Project and were keen to “put something back”. The volunteers and staff and professionals who have made referrals to the Project did not think that there was much that could improved about the Project. The awareness raising training is an excellent part of the Project’s offer. The training generates income, but more importantly allows people the opportunity to reflect on what they can do to be more inclusive to the LGBT+ community. The Covid-19 pandemic has had a significant impact on service delivery. Support has moved to online meetings and remote contact. People were accepting of this and most people felt that the service was still meeting their needs.

Healthwatch Norfolk had made several recommendations for improvement.