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What is service user involvement?Service User Involvement (SUI) plays a vital role in shaping services to be more effective, inclusive, and responsive to real-world needs. By drawing on the insights and experiences of those who use services, organisations can develop approaches that are better aligned with what matters to people. This not only improves the relevance and quality of support but also helps build trust, accountability, and a sense of shared ownership.At Circles South West (CSW) our SUI is underpinned by a SUI Strategy that sets out our commitment and ambition to continue to create a more inclusive organisation in line with our Equity, Diversity and Inclusion Policy. Involving service users is not just good practice - it’s a practical and ethical way to ensure services are genuinely fit for purpose.

SUI has always been a challenge for CSW due to service user risk and restrictions, and the importance of maintaining their anonymity. However, we understand the value it brings and are as proactive and creative as we can be in promoting good practice in this area.

SUI has always been of particular interest in our youth work; young people often have unique perspectives and needs that differ from those of adults, and involving them directly means our services are shaped in ways that reflect their lived experience. It also services to support their personal development by building confidence, communication skills, and a sense of agency. When young people feel heard and respected, they are more likely to positively engage with services, leading to better outcomes and stronger relationships.

Below is an example of SUI in practice with one of our young people:-

On completion of his Circle, Kyle* reported being interested in being involved with the training of our new Circle volunteers.

Sam Wolf, the young person’s coordinator, explained:

“Kyle* joined his Circle with low self-esteem and a mistrust of others due to anxiety about how he thought he was seen by the world since his offence. He would walk into the room at the start of the Circle with his face covered and his head low. The volunteers were great with him and started slowly building trust and later moving on to more in-depth conversations about how he can move on from what happened. His progress was steady throughout the Circle and his confidence increased.

By the end of his circle, his confidence had improved so much he wanted to be included in our training process. In the past we had discussed the possibility of somehow involving a core member in our training and assessment course but we had struggled to decide on the manner in which this would be appropriate”.

As a team we decided it would be a valuable part of the core training and Kyle* was asked whether he would consider attending CSW volunteer core training online as part of a Q&A panel for the new volunteers, speaking about his experience of a Circle. He agreed, which came as a surprise to his coordinator initially due to how his confidence issues had been so prevalent at the start of his circle. To protect his identity Kyle* was kept off screen, so that he wasn’t visible in a way, and he used a pseudonym.

Kyle* confidently answered questions from the trainee volunteers with support from his coordinator and one of the volunteers from his Circle in the room with him.

Young people vote with their feet and he could have not showed up, but he was there on time and was really talkative with the volunteers.

After the panel he fist bumped those who came to support him and smiled from ear to ear (which was a rare occurrence). CSW gave the CM a sports clothes voucher as a thank you and he was surprised and grateful to receive this.

He was given the feedback that his contribution was really helpful for the volunteers and he also confirmed that the experience had been really helpful to him as had given him a boost, a sense of purpose and it felt good to be helping and supporting Circle volunteers.

A volunteer said:  “Having a Core Member (CM) attend the volunteer training was invaluable, as it allowed volunteers to ask questions, gain first-hand insight, and see beyond the label of ‘offender’”. It helped participants recognise that the CM is still a person with thoughts, feelings, and goals, rather than someone to be feared or avoided. This interaction reduced feelings of apprehension and intimidation and replaced them with empathy, understanding, and the confidence to engage in supportive, constructive supportive relationships.

A core member being involved in CSW volunteer training online is now a regular occurrence because of the success of this initial CM and the feedback from him in terms of the intrinsic reward it gave him and from the newly trained volunteers. As this is a way of hearing the true voice of someone who uses circles as a service.

Since the practice has been adopted other Core Members have been involved.

Jake* said: “I had a brief look at pre-proposed questions rather than just go in blind; I didn’t want it to be false but I wanted to be a bit prepared. The session was good, the man running the panel was nice and after introductions and a quick chat we started the Q&A.”

“The panel asked what did I get out of being in a circle, what other things I was involved in and what I hoped to get from it? How it made me feel being involved? I was happy to be and it was nice to be asked, makes me feel like I’m giving a valid contribution and viewed as getting it right, we both get something from it.”

To be a part of our volunteering team, find out more here: About volunteering – Circles South West

*names have been changed