Service navigators in the workforce : an ethical framework for practice

Abstract

"Aim and Context: This paper explores the current growth of service navigators in complex health and human services and details the development of the Service Navigation Relational Autonomy Framework as a guide to assist practitioners and managers implementing this role. <br/ >Approach: The framework was developed using a research into action process. The three-stage process included knowledge inquiry: bringing together existing knowledge in practice fields and research; knowledge synthesis: debate and exchange of practitioner insights and messages from research; and knowledge framework: framework creation based on the key elements of evidence-informed best practice. <br/ >Main findings: The framework centres on four practice domains: reinforcing ethical practices; fostering self-determination; supporting transitions and wellbeing; and mobilising service systems. It incorporates the concept of relational autonomy as a foundation for navigator practice by recognising the nature of relationships and power dynamics in the provision of care, and the central importance of self-determination. <br/ >Conclusions: A navigation framework is critical for practice guidance and to ensure service navigators and organisations have the capacity to meet the needs of service users and their families. <br/ >The framework presented in this paper seeks to encourage debate about service navigation, its implementation, and its future in health and human service organisations."<br/ >Open access