Satisfaction Research - Mobitwin Volunteers
- Affligem, Brussels, Belgium and Ghent
Participants: Mobitwin Volunteers
Co-creation format: Survey
Co-creation phase: Co-identify
The Project
The Mobitwin service, active for nearly 40 years, supports elderly and physically impaired individuals to stay socially engaged.
To reduce social isolation, Mpact seeks more volunteer drivers, as current numbers are insufficient. A pilot project to help Mobitwin desks recruit drivers will run from Autumn 2024 to Autumn 2025 at one location. If successful, the model will expand across Flanders, and eventually to Brussels and Wallonia.
Why is co-creation needed?
Mobitwin trips are mainly for essential purposes like hospital visits, shopping, and social visits. A pilot could explore recruiting new volunteers, such as younger drivers. This may help balance the gap between trip demand and available drivers. Collaboration with local Mobitwin desks is key.
How the co-creation event was done
Description and objectives
- Understand volunteer satisfaction with the Mobitwin experience.
- Identify areas for improvement in the Mobitwin service.
- Gain insights into the day-to-day activities and challenges faced by volunteers in their work.
Group size: 69 volunteers online, through phone calls and in focus group
Workshop activities
Insights from the Workshop
- Volunteers want a faster insurance process for car accidents or damages.
- Many volunteers are unaware of Mpact’s broader services.
- There is a shortage of volunteers.
- Helping elderly members, some with early-stage dementia or Alzheimer’s, can be challenging for volunteers.
- Not all Mobitwin desks are easily accessible or responsive to volunteers’ needs.
Reflections on the Workshop
Volunteers love talking about their voluntary work and thinking about things that could be done in a better/different way, so it’s not hard to engage them for this.
Transcribing the focus group took too long -> have someone else take notes during the focus group and the transcription as a back-up.