Homelessness Advocacy Service (HAS) Advocacy/effective complaint management Rights based service...
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Transcript of Homelessness Advocacy Service (HAS) Advocacy/effective complaint management Rights based service...
Homelessness Advocacy
Service (HAS)
Advocacy/effective complaint management
Rights based service delivery/culture
Consumer participation
Consultation/Partnerships/Education
Organisational Context
Parity
Policy
Peer Education Support Program
Training/Education
Secondary consultation
Advocacy
Council to Homeless Persons (CHP)Homelessness Advocacy Service
(HAS)
Systemic advocacy
Homeless people form one of the most powerless and marginalised groups in
society. Responses to their need should aim to empower them and
maximise their independence. These responses should be provided in a way that respects their dignity as individuals, enhances their self
esteem, is sensitive to their social and economic circumstances, and
respects their cultural backgrounds and their beliefs.
SAAP Act 1994
Transforming rights rhetoric into rights culture
Background
• Victorian Homelessness Strategy
• Homelessness Advocacy Service incorporating
thePeer Education Support Program
• Homelessness Assistance Service Standards
• Integrated complaints Management SystemOffice of Housing Complaints Management Unit
• The Consumer Charter and Guidelines: Your Rights and Responsibilities
The Homelessness Advocacy Service (HAS)
• HAS was established in 2005 to provide
• Direct advocacy to people who require assistance in making a complaint with any OoH funded homelessness agency including SAAP, THM, Rooming House and Social Housing Residents
• Secondary consultation to agencies regarding complaints policy and practice
• State-wide Training incorporating rights based service delivery, the Homelessness Assistance Service Standards, the Consumer Charter of Rights and Responsibilities, consumer participation and effective complaint mechanisms
• Consumer participation through the Peer Education Support Program
• Underpinning the vision, mission, goals and strategies of HAS is the understanding that we are all partners in working together to advocate for continually improved sustainable outcomes for people who have experienced homelessness.
Advocacy
Promoting, supporting & protecting the rights of service users
On service user’s instructions, speak, act and respond on their behalf
Ensure issues are articulated in a clear format and are responded to in a transparent and consistent manner
HAS is not an initiator, mediator, investigator, prosecutor or arbiter of disputes
Examples of Complaints
• Lack of respect and dignity
• Eviction
• Breach of privacy
• Service exclusion
• Discrimination
• Withholding information regarding rights
and responsibilities
• Prescriptive/patronizing attitudes
Appropriate, affordable and accessible?
Dignity, Respect and Justicewe can we can’tbe respectful know what is best
for otherslisten and consult rely on
assumptionsoffer another view impose
our viewschange ourselves change
othershave a vision for the future force
others to share itlearn from our experiences deny the validity of
other experiencesmake ourselves available make others
engage with usprovide constructive feedback denigrate or
defameencourage change control processes or
outcomeshave hope decide if someone
is hopeless
change the world change the world
St Luke’s innovative resources 1999
Peer Education Support Program (PESP)• List some interesting facts about Women’s
History Month
PESP launch The Consumer Charter of Rights and Responsibilities for community –managed housing and homelessness services
Respect, Dignity, Fairness, ParticipationFlexibility, Privacy, Inclusion These values are central to the 11 mutual rights articulated in the consumer charter
Equal Service Guidelines
ResourcesHAS is a statewide program with four funded positions – Coordinator, Advocate
x 2 and a PESP Supervisor.
The PESP team is made up of six volunteers who have experienced homelessness
Free call number – 1800 066 256
Service providers can contact HAS on 03 9419 8529 or email [email protected]
Website: www.chp.org.au To visit: 34 Brunswick Street, Fitzroy 3065
Useful Resources Commonwealth of Australia Ombudsman A good practice guide to effective complaint handling
www.comb.gov.au/publications