Coping With the Crisis by Investing in User-Involvement and Quality? Some Lessons from Bottom-Up Examinations of Activation Centres for Homeless People

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Presentation given by Maarten Davelaar, NL at the Ninth European Research Conference on Homelessness, "Homelessness in Times of Crisis", Warsaw, September 2014 http://feantsaresearch.org/spip.php?article222&lang=en

Government & Nonprofit

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Summary
Activation Centres
Economic crisis
Why user-involvement in times of crisis?
Participative Audits of services: goals, steps, results
Conclusion

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Activation Centres
Homeless people, clients of psychiatric care, addiction care
offering meaningful activities: arts, carpentry, bicycle repair, second hand shops, catering, restaurants, cleaning facilities & public spaces, computer training
collective day centres & individualised job training / education

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Crisis
Local austerity measures: budget cuts
Decline in demand
Decline in unskilled jobs
Uncertainty: unprecedented decentralisation of reduced (- > 25%) budgets & responsibilities

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
User-involvement?
Active clients = better outcomes
Practice what you preach: expand participation of users to management & quality control
Transparency counts
Join forces as clients & services: stand stronger in the face of external pressure?

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
‘Participative Audits’ - method
Since 2008; 7 projects, 10-14 months
A user-led, ‘bottom up’ evaluation of services aiming to
empower clients
asses & improve the quality of services
foster a ‘culture of participation’ in services
detect gaps in local policies & services

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Participative-audit, steps (1)
1. Build a client-audit team, create commitment
2. Train clients: empower, improve skills
3. Client-team interviews fellow clients
4. Team suggest improvements to staff and management

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Participative-audit, steps (2)
5. Management & staff implement changes
6. Client-team checks improvements & gives/refuses certificate
7. Communicate, celebrate & cooperate

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Some facts Audit The Hague
13 months, 16 team members/co- researchers, 2 ‘street consuls’, 1 trainer, 2 researchers, 21 members of staff & managers, 8 services
191 interviews with users of activation services
> 3 improvements per service

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Improvements
Food: quality, distribution, price
Dealing with aggression
New life for client councils
Individual support
Excursions
Portfolio

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Impact (1)
Personal success individual participants
A voice to the ‘silent majority’ of clients
Sustainable changes in services: food, activities, rules, client councils
intrinsic changes in behavior: ‘culture of participation’

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Impact (2)
New information on: gaps in supply of services, effective ways of motivating people,
Fuel for city-wide cooperation
‘User-knowledge is essential for a genuine assessment of the effectiveness of services’

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
Conclusion & take home message
Empowerment matters: helping people helping themselves
User-involvement = motivated clients & better quality = more effective services / better outcomes for society
Next level of user-involvement: moderates crisis

9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
More information?
maarten.davelaar@gmail.com

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