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