coping with the crisis by investing in user-involvement and quality? some lessons from bottom-up...
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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=enTRANSCRIPT
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9th European Research Conference
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
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![Page 2: Coping With the Crisis by Investing in User-Involvement and Quality? Some Lessons from Bottom-Up Examinations of Activation Centres for Homeless People](https://reader033.vdocuments.site/reader033/viewer/2022051817/548247f3b47959000d8b4762/html5/thumbnails/2.jpg)
9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
![Page 3: Coping With the Crisis by Investing in User-Involvement and Quality? Some Lessons from Bottom-Up Examinations of Activation Centres for Homeless People](https://reader033.vdocuments.site/reader033/viewer/2022051817/548247f3b47959000d8b4762/html5/thumbnails/3.jpg)
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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
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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
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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
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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?
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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
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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
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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
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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
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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
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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’
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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’
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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
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9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
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9th European Research Conference
Homelessness in Times of Crisis
Warsaw, Friday 19th September 2014
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