Facilitating Independence and Self-determination: The Case of a Disability Employment Service

Abstract

The conduct of the service delivery relationship between service user and service agency determines whether service delivery is both individualized and effective from the user’s point of view. The service delivery relationship is democratic when the service user’s voice and, as appropriate, choice are given the central role in determining the direction, pacing, and outcomes of this relationship. Our focus here is on contractualist protocols for democratizing the conduct of the service delivery relationship. These are protocols that provide structure and focus for the relationship in such as way as to ensure that there is dialogue and negotiation between the service user and the service worker.