Case study: Designing trauma-informed services
This case study is about a project in the City of Philadelphia with the Office of Homeless Services (OHS) from January 2018 to September 2019.
This case study covers the work the City of Philadelphia Service Design Studio did to better understand what does trauma-informed service delivery look like for service participants and staff who interact with OHS’s Prevention, Diversion, and Intake service. Engaging 221 stakeholders, including residents, staff, and experts, the project followed a participatory design process with four phases: understanding current experiences, sharing insights, co-designing improvements, and implementing projects. The team then worked on four projects that would impact OHS in the near and long term. You can also read their final project reports to dive deeper into the work.
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