Saffron Forge (Client Engagement Group) – Terms of Reference

1. Purpose

Saffron Forge (formerly the Client Engagement Group) exists to ensure that the voices, experiences and insights of former clients meaningfully inform and shape the charity’s work. The group provides a client-led perspective to support the charity in achieving its strategic goals, improving services and maintaining a client-centred approach across all areas of delivery.

Saffron Forge also offers members an opportunity to use their lived experience in a constructive and empowering way, to build confidence and skills, and to contribute to positive change within the organisation and wider community.

Sessions will be delivered as workshop-based and social groups. They are not intended to replace therapeutic or post-therapy support.

2. Objectives

The group will:

  • Provide feedback and insight on the charity’s services, policies and strategic direction.

  • Contribute ideas to improve client experience, accessibility and engagement.

  • Support the development and implementation of the charity’s three-year strategy.

  • Ensure client perspectives are represented in organisational decision-making.

  • Act as ambassadors for the charity, promoting its values and purpose within the community.

  • Identify opportunities for innovation, partnership and co-production.

  • Support fundraising activities and events where appropriate.

  • Provide opportunities for members to develop skills, confidence and meaningful connections.

3. Membership

Membership is open to former clients who are a minimum of three months post-therapy and who wish to contribute their experience, insight and skills.

To ensure a broad range of perspectives, membership opportunities will be offered to clients who have:

  • Completed 1:1 therapy

  • Agreed to be contacted by Saffron in the future

Members will be recruited through an open and transparent process, with attention to diversity, inclusion and accessibility.

The group will be supported by a designated staff lead (e.g. the Client Engagement Representative or another nominated staff member).

Participation will be flexible and mindful of members’ wellbeing and personal circumstances.

4. Roles and Responsibilities

Members will:

  • Attend and actively participate in meetings and group activities, where able.

  • Contribute ideas, feedback and constructive challenge.

  • Share lived experience in ways that feel safe and appropriate to them.

  • Respect confidentiality and maintain professionalism in discussions.

  • Treat fellow members and staff with respect and empathy.

Members can expect:

  • A safe, inclusive and respectful environment.

  • Clear information about how their input is used.

  • Practical and emotional support from staff where needed.

  • Flexibility and understanding in relation to wellbeing and personal circumstances.

  • Recognition and appreciation of their contribution.

Saffron support will:

  • Coordinate meetings, agendas and communications.

  • Provide relevant updates and information on organisational priorities.

  • Ensure members are prepared and supported for their involvement.

  • Communicate member contributions and recommendations to the Charity Leadership Team and, where appropriate, the Board of Trustees.

  • Provide feedback to the group on outcomes and actions taken as a result of their input.

5. Meetings

The group will meet monthly wherever possible, with additional meetings arranged as needed.

Meetings may take place in person or online. We will try to vary the timings and days of the meetings to make them as accessible as possible.

Agendas and relevant papers will be shared in advance where possible.

Notes, updates or summaries will be circulated after each session to the client engagement mailing list.

Reasonable adjustments will be made to support accessibility and participation.

6. Reporting and Accountability

Saffron Forge reports to the Charity Leadership Team, with key updates shared with the Board of Trustees by the designated staff lead on a regular basis.

Outcomes, insights and recommendations from the group will inform organisational planning and service development.

The group will be informed about how its contributions have been considered and, where appropriate, implemented.

7. Term of Membership

Members may step down at any time by notifying the staff lead.

If a member wishes to access therapy with Saffron during their membership, they will be invited to step down from Saffron Forge for the duration of their therapy, with the option to rejoin at a later stage.

8. Review

These Terms of Reference will be reviewed annually to ensure they remain relevant, effective and aligned with the charity’s values.