Human-focused research in action: Social Service North Ontario

The Challenge of Ineffective Social Service Programs 

The Ontario Works social service programs have become a last resort for people struggling with addiction or mental illness. The recidivism rate for these programs was almost 99%. The organisation wanted to understand the impact of this situation and provide more effective and less stigmatised services.

Collaborative Research and Implementation of Changes 

Big Human worked with management and front-line workers to identify areas of conflict and inefficiency. They used first-person research by speaking with 25+ stakeholders, including front-line workers and at-risk clients. They also created a Research Library and explored overlooked data to gain a more complete understanding of the issues. Design service training workshops were also conducted to develop long-term strategies for change.

Recommendations and Re-design 

Big Human presented 68 recommendations, which were consolidated into 8 that are being implemented. They also led a redesign of Ontario Works offices in Sault St. Marie. The project aimed to transition the organisation from a place of last resort to a place of first response.