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=en

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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

Insert your logo here

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

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