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Coping With the Crisis by Investing in User-Involvement and Quality? Some Lessons from Bottom-Up Examinations of Activation Centres for Homeless People
The document presents findings from the 9th European Research Conference on Homelessness, focusing on how user involvement can improve service quality during economic crises. It discusses methods like participative audits that empower homeless individuals to contribute to service evaluations, resulting in improved outcomes. The conclusion emphasizes the importance of user empowerment in fostering better services and societal outcomes.
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Coping With the Crisis by Investing in User-Involvement and Quality? Some Lessons from Bottom-Up Examinations of Activation Centres for Homeless People
- 1. 9th European ResearchConference Homelessness in Times of Crisis Warsaw, Friday 19th September 2014 Coping With The Crisis by investing in User-involvement and Quality of services? Maarten Davelaar, NL Insert your logo here
- 2. 9th European ResearchConference Homelessness in Times of Crisis Warsaw, Friday 19th September 2014
- 4. 9th European ResearchConference 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
- 5. 9th European ResearchConference 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
- 6. 9th European ResearchConference 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
- 7. 9th European ResearchConference 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?
- 8. 9th European ResearchConference 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
- 9. 9th European ResearchConference 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
- 10. 9th European ResearchConference 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
- 11. 9th European ResearchConference 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
- 12. 9th European ResearchConference 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
- 13. 9th European ResearchConference 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’
- 14. 9th European ResearchConference 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’
- 15. 9th European ResearchConference 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
- 16. 9th European ResearchConference Homelessness in Times of Crisis Warsaw, Friday 19th September 2014
- 17. 9th European ResearchConference Homelessness in Times of Crisis Warsaw, Friday 19th September 2014 More information? maarten.davelaar@gmail.com