Homeless youth's experiences with shelter and community care services: Differences between service types and the relationship to overall service quality

Abstract

This study aimed to investigate the experiences of homeless youth with shelter and community care services, the association with the overall evaluation of service quality (overall evaluation score), and the way the experiences with particular service aspects were combined in the overall evaluation score. The Consumer Quality Index for Shelter and Community Care Services (CQI-SCCS) had been used to measure the experiences with services of 308 youth. Data were analyzed by using one-way analysis of variance and multiple regression.The findings reveal that the client–worker relationship was perceived as the most positive and the results of services as the least positive. Community care services received higher evaluation scores than shelter services. The overall evaluation score was most strongly associated with the client–worker relationship and the living conditions in shelter facilities, indicating that these service aspects are considered essential in service performance. The overall evaluation score was not disproportionally influenced by positive or negative experiences with service aspects. In conclusion, it is essential to consider the experiences of homeless youth in improving service quality and strengthening their commitment with services. Especially, the living conditions in service accommodations are amendable to improvements and the perceived results also should be paid attention to.