Strength-based crisis programming: Evaluating the process of care

•Strength-based approach that links with community resources of benefit.•Future research needed obtaining client perspectives on crisis services received.•Collaborative approach to community–university partnerships facilitates utilization.

In this study, a utilization-focused process evaluation framework was used to explore client and service providers’ experiences of Crisis Management Services (CMS), their perceptions of the services provided, and the process of client engagement CMS offers. CMS is a strength-based program that targets individuals who experience crises every day. The Community-University Institute for Social Research facilitated the evaluation by engaging academic expertise in a coordinated collaborative approach to community–university partnerships.Semi-structured interviews were conducted with the clients and service providers. The general inductive approach was used for transcript analysis with seven themes emerging. A conceptual model of service delivery is presented, which integrates the interviews conducted with clients and service providers. Results affirm that the establishment of a close personal strength-based relationship is key to client engagement. Collaborative goal setting with informal and formal community resources viewed as potential assets, characterizes the process that enables clients to live at their optimal level of independence. This study is unique as it provides valuable insight on the perspectives of vulnerable individuals in crisis situations. Through the establishment of community–university partnerships the gap between scholarly research and its applicability to community organizations is narrowed with opportunities for improving the quality of life enhanced.