Connect 37

REWARDING PARTICIPATIONHow should service users be rewarded for their participation in developing services?

ENABLING CHANGESHow St Mungo’s are using peer research as a starting point to improve services...

YOUNG FORCES FOR CHANGEThe National Youth Reference Group explains why young people need to be involved in policy and practice development

CLIENT INVOLVEMENT

CONNECT AUTUMN 2009 | WWW.HOMELESS.ORG.UK

8-9 12-13 24

connectTHE MAGAZINE OF THE HOMELESSNESS SECTOR

WWW.HOMELESS.ORG.UK 3

WELCOMECONNECT | AUTUMN 2009


EDITORIAL Editors Michelle Doust & Gill Perkins Editorial Panel Paul Anderson, Ben Dickenson, Helen Mathie & Lisa Reed.

DESIGN Designer John-Paul Sykes Cover Photo Michelle Doust

SUBSCRIPTIONS To find out how you can subscribe or take out additional subscriptions to CONNECT please email: [email protected]

BE IN THE NEXT ISSUE! In the next issue we’re exploring how organisations can make positive changes to their services whether it’s changing the use of space; staff culture or approaching different levels of client motivation in a new way. What changes are you making to implement personalisation? Have you changed the way you work to involve the local community? Share your experiences with us by emailing: [email protected] before 30 October.

www.homeless.org.uk/connect

upfront

in this issue

NEWSWhat’s new? 4

COMMENTYou’re barred 6Rewarding service user involvement 8

FEATURESWhy service user involvement matters 10Young forces for change 12Get involved! 14The key that opens new doors 15Templates for success 16Y involve me? 18Sharing best practice on client involvement 20Engaging in policy matters… 21

Meaningful occupations, independent lives 22Involving clients, enabling changes 24Shaping the future of day centres 25Been there, done that 26Getting tenants voices heard 27

INSPIREDYoung homeless people speak out 28

PEOPLEFrom street to home 30Ready for work 31No one left out in the North East 32I shot Frank Zappa 34

WHAT’S ON

Last year, at our conference, the inspirational Joanne Page from New York told us how the Fortune Society had reached a point where 8 of 10 of their staff had come through using their services.

They work with people who have come out of the

toughest correctional facilities, people who have

nowhere else to go. With absolute conviction she

described user involvement as the alchemy that

turned their work to gold.

This Connect looks at some of the many ways in which

our sector, inspired by the same principles, is adding this

powerful ingredient to our work. The golden results are

insight, knowledge, commitment, great encouragement

for service users and powerful advocacy.

Gemma Shiel, spearheading the work to end rough

sleeping in Newcastle, describes their successes so far,

including a significant fall in evictions from hostels. She

stresses why Tyneside Cyrenians’ ACE project – unique

as it is made up of ex-service users – is integral to the

work in its regular contact at a street level.

Simon Cribbens from the Greater London Authority

(GLA) and Homeless Link’s Paul Anderson talk about the

great policy value of the first service user consultation

on the Mayor of London’s draft Housing Strategy.

The people offered insights from their own experience

of homelessness, but also stepped back from this to take

a wider view on wider policy issues. Many committee

clerks going home after listening to grumpy community

consultations would envy our having such an insightful

and constructive set of comments to report on.

As Paul points out, the challenge for the rest of us is to

make sure people with this experience of homelessness

are given more opportunities for their voices to be heard.

Andy Williams from St Mungo’s highlights how

powerful peer research is in addressing issues that are

either hard to talk about or difficult to resolve; such as

bullying within hostels, and women’s experience of

services. In this method there is inherent trust and

understanding. He explains this is what makes peer

research so effective; clients feel comfortable in saying

exactly what they really think which means you receive

excellent qualitative feedback.

Simone Helleren & Athol Halle from Groundswell point out

that people will get involved if it taps into something they

care about – it might be interviewing staff, producing a

newsletter or getting in the kitchen to make sure those

sausages do not get burnt. Since Groundswell’s research

across the country consistently says that people “want

to help other people experiencing homelessness” and

“want to give something back” it’s clear where to start!

It’s been clear to us all in our work at Homeless Link

that the more and more we hear the voice of people

who know about homelessness because of their own

experience, the more impact the influence on ministers,

officials and service change. We know we have more

to do. We also know that to end homelessness we are

going to need that alchemy that turns what we

currently do into gold.

Jenny Edwards Chief Executive, Homeless Link

speciAList support serVices

For example, we can help you to complete your MOPP, provide advice around the revised QAF, undertake an independent review of services, consult with staff and service users or lead on strategy development.

We are also constantly looking to develop new courses to meet the needs of the homeless sector. Courses available in house include:

• Working with the Revised QAF (New) • Personalisation in the Homelessness Sector (New) • Using the Outcomes Star

If you would like to know more about our services and how Homeless Link can help your organisation to develop, please contact Kirsty Buggins, Manager; Consultancy and Training on 020 7960 3012, [email protected] or go to our website:

www.homeless.org.uk/developyourservice/Consultancy www.homeless.org.uk/developyourservice/training

HOMELESS LINK OFFERS A CHOICE OF SPECIALIST SUPPORT SERVICES, RANGING FROM BESPOKE CONSULTANCY PACKAGES TO TAILORED IN-HOUSE TRAINING.

©R

ob

ert

Da

vid

son


WELCOMECONNECT | AUTUMN 2009


EDITORIAL Editors Michelle Doust & Gill Perkins Editorial Panel Paul Anderson, Ben Dickenson, Helen Mathie & Lisa Reed.

DESIGN Designer John-Paul Sykes Cover Photo Michelle Doust

SUBSCRIPTIONS To find out how you can subscribe or take out additional subscriptions to CONNECT please email: [email protected]

BE IN THE NEXT ISSUE! In the next issue we’re exploring how organisations can make positive changes to their services whether it’s changing the use of space; staff culture or approaching different levels of client motivation in a new way. What changes are you making to implement personalisation? Have you changed the way you work to involve the local community? Share your experiences with us by emailing: [email protected] before 30 October.

www.homeless.org.uk/connect

upfront

in this issue

NEWSWhat’s new? 4

COMMENTYou’re barred 6Rewarding service user involvement 8

FEATURESWhy service user involvement matters 10Young forces for change 12Get involved! 14The key that opens new doors 15Templates for success 16Y involve me? 18Sharing best practice on client involvement 20Engaging in policy matters… 21

Meaningful occupations, independent lives 22Involving clients, enabling changes 24Shaping the future of day centres 25Been there, done that 26Getting tenants voices heard 27

INSPIREDYoung homeless people speak out 28

PEOPLEFrom street to home 30Ready for work 31No one left out in the North East 32I shot Frank Zappa 34

WHAT’S ON

Last year, at our conference, the inspirational Joanne Page from New York told us how the Fortune Society had reached a point where 8 of 10 of their staff had come through using their services.

They work with people who have come out of the

toughest correctional facilities, people who have

nowhere else to go. With absolute conviction she

described user involvement as the alchemy that

turned their work to gold.

This Connect looks at some of the many ways in which

our sector, inspired by the same principles, is adding this

powerful ingredient to our work. The golden results are

insight, knowledge, commitment, great encouragement

for service users and powerful advocacy.

Gemma Shiel, spearheading the work to end rough

sleeping in Newcastle, describes their successes so far,

including a significant fall in evictions from hostels. She

stresses why Tyneside Cyrenians’ ACE project – unique

as it is made up of ex-service users – is integral to the

work in its regular contact at a street level.

Simon Cribbens from the Greater London Authority

(GLA) and Homeless Link’s Paul Anderson talk about the

great policy value of the first service user consultation

on the Mayor of London’s draft Housing Strategy.

The people offered insights from their own experience

of homelessness, but also stepped back from this to take

a wider view on wider policy issues. Many committee

clerks going home after listening to grumpy community

consultations would envy our having such an insightful

and constructive set of comments to report on.

As Paul points out, the challenge for the rest of us is to

make sure people with this experience of homelessness

are given more opportunities for their voices to be heard.

Andy Williams from St Mungo’s highlights how

powerful peer research is in addressing issues that are

either hard to talk about or difficult to resolve; such as

bullying within hostels, and women’s experience of

services. In this method there is inherent trust and

understanding. He explains this is what makes peer

research so effective; clients feel comfortable in saying

exactly what they really think which means you receive

excellent qualitative feedback.

Simone Helleren & Athol Halle from Groundswell point out

that people will get involved if it taps into something they



sausages do not get burnt. Since Groundswell’s research

across the country consistently says that people “want

to help other people experiencing homelessness” and

“want to give something back” it’s clear where to start!

It’s been clear to us all in our work at Homeless Link

that the more and more we hear the voice of people

who know about homelessness because of their own

experience, the more impact the influence on ministers,

officials and service change. We know we have more

to do. We also know that to end homelessness we are

going to need that alchemy that turns what we

currently do into gold.

Jenny Edwards Chief Executive, Homeless Link

speciAList support serVices

For example, we can help you to complete your MOPP, provide advice around the revised QAF, undertake an independent review of services, consult with staff and service users or lead on strategy development.

We are also constantly looking to develop new courses to meet the needs of the homeless sector. Courses available in house include:

• Working with the Revised QAF (New) • Personalisation in the Homelessness Sector (New) • Using the Outcomes Star

If you would like to know more about our services and how Homeless Link can help your organisation to develop, please contact Kirsty Buggins, Manager; Consultancy and Training on 020 7960 3012, [email protected] or go to our website:

www.homeless.org.uk/developyourservice/Consultancy www.homeless.org.uk/developyourservice/training

HOMELESS LINK OFFERS A CHOICE OF SPECIALIST SUPPORT SERVICES, RANGING FROM BESPOKE CONSULTANCY PACKAGES TO TAILORED IN-HOUSE TRAINING.

©R

ob

ert

Da

vid

son

4 WWW.HOMELESS.ORG.UK

NEWS CONNECT | AUTUMN 2009


NEWSCONNECT | AUTUMN 2009

02.09.09 SECTOR NEWS

Thames Reach backs Conservative

Party plans to increase tax on

super-strength lagers and ciders.

The charity has been lobbying

government and the drinks

industry for the last four years in a

bid to tackle these problem drinks

which have killed thousands of

homeless and marginalised people

across the UK since their introduction

onto the market in the 1980s.

10.09.09 POLICY

Homeless Link responds to the

consultation on the removal of the

excess payment in Local Housing

Allowance. We are concerned

about the impact that this removal

will have on individuals and families.

While we appreciate the need to

make savings to the public purse,

we feel that savings are unlikely to

be achieved through this change

and will be at the expense of many

individuals who face a daily struggle

to make ends meet. We call on the

DWP to examine all the available

options open to it before pursuing

the proposed cuts.


Ukraine crowned 2009 homeless

world cup champions in Milan

(above). For the full results, see

www.homelessworldcup.org

14.09.09 RESEARCH

CLG released national statistics

showing that the number of house-

holds accepted as homeless is down

32% from the same time last year.

15.09.09 POLICY


Tenant Services Authority’s new

discussion paper, Building a new

Regulatory Framework. To find

out more about the TSA see their

article on page 27


The Big issue comes of age -

celebrating its 18th birthday!

The Big Issue’s Founder, John Bird,

calls on Gordon Brown to implement

a homelessness prevention strategy

which includes a temporary

moratorium on repossessions.

05.08.09 SECTOR NEWS East London Housing Partnership

joins forces with rough sleeping

organisations such as Homeless Link,

Thames Reach, Look Ahead and

Providence Row to tackle rough

sleeping. For more information go to

the ELHP web site www.elhp.org.uk

07.08.09 SECTOR NEWS The Chartered Institute of Housing

(CIH) reported that eleven housing

organisations have helped to

develop new guidance on

housing services to refugees and

new migrants, through a two-year

project called ‘Opening Doors.’

It developed the guidance

together with the Housing

Associations’ Charitable Trust (hact).

www.cih.org/policy/openingdoors

24.08.09 POLICY

The Making Every Adult Matter

Coalition launched its new website.

MEAM is a coalition of four national

charities – Clinks, DrugScope,

Homeless Link and Mind – formed

to influence policy and services

for adults with multiple needs and

exclusions. www.meam.org.uk

08.07.09SECTOR NEWSCongratulations!

– The Base, Streetlife in Blackpool

wins the coveted John Laing

Charitable Day Centre of the Year

Award 2009

– York Arc Light wins the Michael

Whippman Award 2009 (above)

Check out the video on You Tube:

http://bit.ly/Y8vSg

13.07.09SECTOR NEWSMedia Trust announces launch

of Community Voices, a two-year

project that aims to inspire, engage

and support disadvantaged

and isolated communities across

England to get their voices heard

through digital media. Register your

interest at www.mediatrust.org/communityvoices

IT’S BEEN 3 MONTHS SINCE THE LAST ISSUE OF CONNECT. AS ALWAYS, THERE HAS BEEN A LOT GOING ON. HERE’S A SNAPSHOT…

JULY 2009 AUGUST 2009 SEPTEMBER 2009

LAtest sector news

The Ukraine team celebrates winning the 2009 homeless world cup in Milan. Photo Manuela Cigliutti

York Arc Light hold up their cheque after winning this year’s Michael Whippman Award. Photo Robert Davidson

HOMELESS LINK WELCOMES THE FOLLOWING NEW MEMBERS:

Action for Refugees in Lewisham

Bradford City Council

Reading Borough Council

Westminster City Council

Nottingham City Council

Threshold

Shropshire Council

Shrewsbury Ark

Kirklees Council

Barnsley Metropolitan Borough Council

Rethink - Central Point

Guildford Borough Council

Broxtowe Youth Homelessness

Bedford Borough Council

The Amber Foundation

Supporting People in Suffolk

Global Ministry of Champions - AoG UK

Barnardo’s Crashpad

Preston City Council

Southend-On-Sea Borough Council

Access Underwriting Ltd

Twenty-fifth Avenue Housing Support & Advice

Research and Information Services

City of Toronto - Housing & Homelessness Support

Derby City Council

Byker Bridge Housing Association

Wayfarer Project

Homelessness in Australia

Goals UK cic

St Vincent De Paul Society - Tyne Central Council

Bristol Foundation Housing

One Support

City of Lincoln Council

Winchester Churches Nightshelter

YMCA - Tees Valley

Cambridge City Council

Borough Council of Kings Lynn & West Norfolk

Target Housing

Leeds Accommodation Forum (LAF)

Impact Housing Association Ltd

Philadelphia Committee to END Homelessness

Webber Street Day Centre

York Road Project

Barka UK

Walsall Metropolitan Borough Council

Haringey churches winter shelter


NEWS CONNECT | AUTUMN 2009


NEWSCONNECT | AUTUMN 2009


Thames Reach backs Conservative

Party plans to increase tax on

super-strength lagers and ciders.

The charity has been lobbying

government and the drinks

industry for the last four years in a

bid to tackle these problem drinks

which have killed thousands of

homeless and marginalised people

across the UK since their introduction

onto the market in the 1980s.

10.09.09 POLICY


consultation on the removal of the

excess payment in Local Housing

Allowance. We are concerned

about the impact that this removal

will have on individuals and families.

While we appreciate the need to

make savings to the public purse,

we feel that savings are unlikely to

be achieved through this change

and will be at the expense of many

individuals who face a daily struggle

to make ends meet. We call on the

DWP to examine all the available

options open to it before pursuing

the proposed cuts.


Ukraine crowned 2009 homeless

world cup champions in Milan

(above). For the full results, see

www.homelessworldcup.org

14.09.09 RESEARCH

CLG released national statistics

showing that the number of house-

holds accepted as homeless is down

32% from the same time last year.

15.09.09 POLICY


Tenant Services Authority’s new

discussion paper, Building a new

Regulatory Framework. To find

out more about the TSA see their

article on page 27


The Big issue comes of age -

celebrating its 18th birthday!

The Big Issue’s Founder, John Bird,

calls on Gordon Brown to implement

a homelessness prevention strategy

which includes a temporary

moratorium on repossessions.

05.08.09 SECTOR NEWS East London Housing Partnership

joins forces with rough sleeping

organisations such as Homeless Link,

Thames Reach, Look Ahead and

Providence Row to tackle rough

sleeping. For more information go to

the ELHP web site www.elhp.org.uk

07.08.09 SECTOR NEWS The Chartered Institute of Housing

(CIH) reported that eleven housing

organisations have helped to

develop new guidance on

housing services to refugees and

new migrants, through a two-year

project called ‘Opening Doors.’

It developed the guidance

together with the Housing

Associations’ Charitable Trust (hact).

www.cih.org/policy/openingdoors

24.08.09 POLICY

The Making Every Adult Matter

Coalition launched its new website.

MEAM is a coalition of four national

charities – Clinks, DrugScope,

Homeless Link and Mind – formed

to influence policy and services

for adults with multiple needs and

exclusions. www.meam.org.uk

08.07.09SECTOR NEWSCongratulations!

– The Base, Streetlife in Blackpool

wins the coveted John Laing

Charitable Day Centre of the Year

Award 2009

– York Arc Light wins the Michael

Whippman Award 2009 (above)

Check out the video on You Tube:

http://bit.ly/Y8vSg

13.07.09SECTOR NEWSMedia Trust announces launch

of Community Voices, a two-year

project that aims to inspire, engage

and support disadvantaged

and isolated communities across

England to get their voices heard

through digital media. Register your

interest at www.mediatrust.org/communityvoices

IT’S BEEN 3 MONTHS SINCE THE LAST ISSUE OF CONNECT. AS ALWAYS, THERE HAS BEEN A LOT GOING ON. HERE’S A SNAPSHOT…

JULY 2009 AUGUST 2009 SEPTEMBER 2009

LAtest sector news

The Ukraine team celebrates winning the 2009 homeless world cup in Milan. Photo Manuela Cigliutti

York Arc Light hold up their cheque after winning this year’s Michael Whippman Award. Photo Robert Davidson

HOMELESS LINK WELCOMES THE FOLLOWING NEW MEMBERS:

Action for Refugees in Lewisham

Bradford City Council

Reading Borough Council

Westminster City Council

Nottingham City Council

Threshold

Shropshire Council

Shrewsbury Ark

Kirklees Council

Barnsley Metropolitan Borough Council

Rethink - Central Point

Guildford Borough Council

Broxtowe Youth Homelessness

Bedford Borough Council

The Amber Foundation

Supporting People in Suffolk

Global Ministry of Champions - AoG UK

Barnardo’s Crashpad

Preston City Council

Southend-On-Sea Borough Council

Access Underwriting Ltd

Twenty-fifth Avenue Housing Support & Advice

Research and Information Services

City of Toronto - Housing & Homelessness Support

Derby City Council

Byker Bridge Housing Association

Wayfarer Project

Homelessness in Australia

Goals UK cic

St Vincent De Paul Society - Tyne Central Council

Bristol Foundation Housing

One Support

City of Lincoln Council

Winchester Churches Nightshelter

YMCA - Tees Valley

Cambridge City Council

Borough Council of Kings Lynn & West Norfolk

Target Housing

Leeds Accommodation Forum (LAF)

Impact Housing Association Ltd

Philadelphia Committee to END Homelessness

Webber Street Day Centre

York Road Project

Barka UK

Walsall Metropolitan Borough Council

Haringey churches winter shelter


COMMENT CONNECT | AUTUMN 2009


COMMENTCONNECT | AUTUMN 2009

You’reBArreD

AS CONCERN, OUTRAGE AND DEBATE PREVAIL OVER THE ROLE OF THE INDEPENDENT SAFEGUARDING AUTHORITY (ISA), ALICE EVANS (LEFT), HEAD OF POLICY ANALYSIS AT HOMELESS LINK, LOOKS AT WHAT THE POTENTIAL IMPLICATIONS ARE FOR HOMELESSNESS AND RELATED CHARITIES.

As I write this article, it is hard to avoid coverage of the Independent Safeguarding Authority (ISA). Children’s authors are up in arms, “helpful” parents are furious and Government has conceded certain revisions to the scheme.

Yet it is important to remind ourselves of

its origins. The Bichard Inquiry was set up to

look at the situation that led to the Soham

murders and [found] “errors, omissions,

failures and shortcomings which are

deeply shocking”. As a result the ISA was

set up. It went live in January 2009, but the

projected 11.5 million individuals who will be

covered do not have to be registered until

summer 2010.

The scheme combines three separate

vetting and barring lists as well as

information from the Criminal Records

Bureau. This includes information from

the Protection of Vulnerable Adults (PoVA)

list. Dependent on history and offending

behaviour, individuals will be placed

onto a barred list or permitted to work in

various sectors.

All adults working with vulnerable adults,

as defined by the Safeguarding Vulnerable

Adults Act 2006 and children will have to

be registered if they are carrying out

regulated or controlled activity. Regulated

activity is defined as frequent, intensive or

overnight contact, including that which

takes place in a specified place with a

defined group of vulnerable adults and all

children. Controlled activity is defined as

frequent or intensive support work in more

general settings such as the NHS. Individuals

who are barred will not be able to work in

regulated activity, but will be able to work

in controlled activity “only if sufficient

safeguards are put in place”.

The importance of protecting and

safeguarding vulnerable adults is essential.

However, as with everything, there is a

balance to be struck. Homeless Link has

written to the ISA raising concerns and

seeking clarification on certain points.

At present, the extent to which we as a

sector will need to register staff and

volunteers with the ISA is unclear.

A core focus of everyone’s work in recent

years has been to support people who are

homeless to get ready for work. Central to

this work has been the focus on supporting

people who are, or have recently been,

homeless to become employed within the

sector and related sectors. Very often it is our

sectors who can give people a first chance

to work again.

In some instances the distance travelled by

an individual to become job ready will have

been immense. To then apply for and be

offered a job is an incredible achievement.

If their histories and lack of employment

history result in them being barred, the

impact on that individual could be

devastating. They will need to overcome

yet another hurdle, often with high levels

of support from staff.

Last year’s Michael Whippman Awards

winners were a group of homeless people

from Chester volunteering within a local

riding school for disabled children with the

support of a paid worker. Volunteering is an

important first step towards employment or

contributing something back to society.

With both volunteering and employment,

there is a risk that the requirement to register

under the ISA scheme will discourage, if not

actively prevent, people from taking these

important steps.

It is impossible, within the constraints of this

article, to outline all the issues and concerns

associated with the scheme, for example

the impact on organisations getting staff

ISA registered. We hope to work with the

ISA to avoid potentially significant

ramifications for the very individuals

that it is setting out to protect.

If you wish to discuss the ISA in more detail contact [email protected]

Photo

Ro

be

rt Da

vidso

n





You’reBArreD

AS CONCERN, OUTRAGE AND DEBATE PREVAIL OVER THE ROLE OF THE INDEPENDENT SAFEGUARDING AUTHORITY (ISA), ALICE EVANS (LEFT), HEAD OF POLICY ANALYSIS AT HOMELESS LINK, LOOKS AT WHAT THE POTENTIAL IMPLICATIONS ARE FOR HOMELESSNESS AND RELATED CHARITIES.

As I write this article, it is hard to avoid coverage of the Independent Safeguarding Authority (ISA). Children’s authors are up in arms, “helpful” parents are furious and Government has conceded certain revisions to the scheme.

Yet it is important to remind ourselves of

its origins. The Bichard Inquiry was set up to

look at the situation that led to the Soham

murders and [found] “errors, omissions,

failures and shortcomings which are

deeply shocking”. As a result the ISA was

set up. It went live in January 2009, but the

projected 11.5 million individuals who will be

covered do not have to be registered until

summer 2010.

The scheme combines three separate

vetting and barring lists as well as

information from the Criminal Records

Bureau. This includes information from

the Protection of Vulnerable Adults (PoVA)

list. Dependent on history and offending

behaviour, individuals will be placed

onto a barred list or permitted to work in

various sectors.

All adults working with vulnerable adults,

as defined by the Safeguarding Vulnerable

Adults Act 2006 and children will have to

be registered if they are carrying out

regulated or controlled activity. Regulated

activity is defined as frequent, intensive or

overnight contact, including that which

takes place in a specified place with a

defined group of vulnerable adults and all

children. Controlled activity is defined as

frequent or intensive support work in more

general settings such as the NHS. Individuals

who are barred will not be able to work in

regulated activity, but will be able to work

in controlled activity “only if sufficient

safeguards are put in place”.

The importance of protecting and

safeguarding vulnerable adults is essential.

However, as with everything, there is a

balance to be struck. Homeless Link has

written to the ISA raising concerns and

seeking clarification on certain points.

At present, the extent to which we as a

sector will need to register staff and

volunteers with the ISA is unclear.

A core focus of everyone’s work in recent

years has been to support people who are

homeless to get ready for work. Central to

this work has been the focus on supporting

people who are, or have recently been,

homeless to become employed within the

sector and related sectors. Very often it is our

sectors who can give people a first chance

to work again.

In some instances the distance travelled by

an individual to become job ready will have

been immense. To then apply for and be

offered a job is an incredible achievement.

If their histories and lack of employment

history result in them being barred, the

impact on that individual could be

devastating. They will need to overcome

yet another hurdle, often with high levels

of support from staff.

Last year’s Michael Whippman Awards

winners were a group of homeless people

from Chester volunteering within a local

riding school for disabled children with the

support of a paid worker. Volunteering is an

important first step towards employment or

contributing something back to society.

With both volunteering and employment,

there is a risk that the requirement to register

under the ISA scheme will discourage, if not

actively prevent, people from taking these

important steps.

It is impossible, within the constraints of this

article, to outline all the issues and concerns

associated with the scheme, for example

the impact on organisations getting staff

ISA registered. We hope to work with the

ISA to avoid potentially significant

ramifications for the very individuals

that it is setting out to protect.

If you wish to discuss the ISA in more detail contact [email protected]

Photo

Ro

be

rt Da

vidso

n





When aiming for meaningful service user involvement; how can we ensure that people feel they and the time they’ve spent are valued? We want to discover your views on how service users should be rewarded for their participation in developing services. In this issue Crisis, Centrepoint and the Salvation Army offer their views and opinions. We will be following this up with an online debate in the autumn.

How do you think rewards should be given?

Is it responsible to give money to vulnerable clients

or are vouchers better? Are other rewards such as

training, work experience and references more

beneficial? What are the main issues? Does it make

a different if the service users are considered to be

‘working’ or volunteering? How have you / your

service users responded to being offered incentives

for your opinions?

When Crisis involves clients in one off activities, such as consultations or focus groups, we provide a cash gift or voucher in appreciation. This is not made in payment for work, so there is no risk of benefits being compromised.

We also encourage people to volunteer with us as

part of developing their skills, confidence or preparing

for employment (as trainees in our cafes, teaching

The main challenge with participatory work is engaging (and retaining) service users and making their engagement meaningful. Given that our services

are set in a context where young people are struggling

to meet their basic needs, remuneration through

vouchers is appropriate and effective, as monetary

payment can affect benefit payments in ways that

are undesirable. A range of opportunities, such as

learning and accreditation, portfolio-building and work

experience add value to the process of participating in

service delivery. However, the biggest reward for service

users is that, as a result of their involvement, people on

all levels actually change the way things happen; then

service users feel they are making a real and lasting

difference.

Certainly, service users should be involved in the development and, where possible, delivery of services, projects and enterprises. This avoids

assumptions, encourages ownership, builds

relationships and builds self esteem. A carefully

designed, clearly presented programme of rewards

can enhance that process and more. Effective reward

programmes address issues that all of us, not just service

users, face: particularly the desire to spend money on

things we want, but that we may not need and the

difficulties of saving for the future.

Reward schemes need to be comprehensive and

cover a number of objectives and areas. From

vouchers that can be cashed in for tools or leisure

activities to providing training and from delegating

responsibility to offering free lunches, each of these

has its place, but are best used in conjunction with

others and in a culture that both manages

expectations and encourages engagement.

A particular concern is that there is a danger inherent

in introducing rewards into any aspect of life and work

in order to change behaviour, that is that ‘market norms’

replace ‘social norms’. Having introduced rewards, it

may be extremely difficult to undo and to reintroduce

a behaviour or activity as one worth doing for social

reward only.

IF YOU WOULD LIKE US TO CONTACT YOU WHEN OUR NEW ONLINE DISCUSSION FORUM IS LIVE, PLEASE E MAIL [email protected]

Ligia Teixeira Crisis

Angus Kerr Project Co-ordinator on Centrepoint’s Youth Educators Programme (YEP)

Steve Coles Social Enterprise Development Manager at the Salvation Army

Tameside’s Supporting People’ Service User Involvement Strategy

Tameside recognises, values and rewards the contribution of service users in a number of ways, including:

• Introducing systems that ensure feedback from service users is fed into the Supporting People Strategy review

• Feeding service users preferred means of communication into the Communications Strategy

• Choosing only the highest quality venues and refreshments when hosting events

• Inviting service users to key events such as launches

• Free training for service users

• ‘Paying’ peer reviewers for their time - normally consisting of a £10 gift voucher of the user’s choice per half day to attend events and meetings, to deliver training and to produce work plans – as above

• Organising transport and paying for transport costs, as appropriate

• Providing child care facilities, where appropriate

• Recording thanks for contributions made by service users, both individually and in appropriate publications

assistants or helping out with events or in head office)

and then we just pay expenses so as to not affect

benefit entitlements.

For regular work, such as becoming a peer researcher

or taking photographs at events, we tend to offer

payment and the client is given terms and conditions,

just like any other member of staff.

Sadly, benefits rules do make payments problematic

and charities are right to be concerned about this -

clear information and advice is needed and better

liaison with Job Centre Plus to prevent breaching

benefit conditions.

Ultimately, however, the role that getting clients

nvolved can play in helping them gain confidence,

skills and prepare for employment needs to be

recognised within the benefits system - Crisis will

continue to campaign for such reform.

how shouLD serVice users Be rewArDeD for their pArticipAtion in DeVeLopinG serVices?





When aiming for meaningful service user involvement; how can we ensure that people feel they and the time they’ve spent are valued? We want to discover your views on how service users should be rewarded for their participation in developing services. In this issue Crisis, Centrepoint and the Salvation Army offer their views and opinions. We will be following this up with an online debate in the autumn.

How do you think rewards should be given?

Is it responsible to give money to vulnerable clients

or are vouchers better? Are other rewards such as

training, work experience and references more

beneficial? What are the main issues? Does it make

a different if the service users are considered to be

‘working’ or volunteering? How have you / your

service users responded to being offered incentives

for your opinions?

When Crisis involves clients in one off activities, such as consultations or focus groups, we provide a cash gift or voucher in appreciation. This is not made in payment for work, so there is no risk of benefits being compromised.

We also encourage people to volunteer with us as

part of developing their skills, confidence or preparing

for employment (as trainees in our cafes, teaching

The main challenge with participatory work is engaging (and retaining) service users and making their engagement meaningful. Given that our services

are set in a context where young people are struggling

to meet their basic needs, remuneration through

vouchers is appropriate and effective, as monetary

payment can affect benefit payments in ways that

are undesirable. A range of opportunities, such as

learning and accreditation, portfolio-building and work

experience add value to the process of participating in

service delivery. However, the biggest reward for service

users is that, as a result of their involvement, people on

all levels actually change the way things happen; then

service users feel they are making a real and lasting

difference.

Certainly, service users should be involved in the development and, where possible, delivery of services, projects and enterprises. This avoids

assumptions, encourages ownership, builds

relationships and builds self esteem. A carefully

designed, clearly presented programme of rewards

can enhance that process and more. Effective reward

programmes address issues that all of us, not just service

users, face: particularly the desire to spend money on

things we want, but that we may not need and the

difficulties of saving for the future.

Reward schemes need to be comprehensive and

cover a number of objectives and areas. From

vouchers that can be cashed in for tools or leisure

activities to providing training and from delegating

responsibility to offering free lunches, each of these

has its place, but are best used in conjunction with

others and in a culture that both manages

expectations and encourages engagement.

A particular concern is that there is a danger inherent

in introducing rewards into any aspect of life and work

in order to change behaviour, that is that ‘market norms’

replace ‘social norms’. Having introduced rewards, it

may be extremely difficult to undo and to reintroduce

a behaviour or activity as one worth doing for social

reward only.

IF YOU WOULD LIKE US TO CONTACT YOU WHEN OUR NEW ONLINE DISCUSSION FORUM IS LIVE, PLEASE E MAIL [email protected]

Ligia Teixeira Crisis

Angus Kerr Project Co-ordinator on Centrepoint’s Youth Educators Programme (YEP)

Steve Coles Social Enterprise Development Manager at the Salvation Army

Tameside’s Supporting People’ Service User Involvement Strategy

Tameside recognises, values and rewards the contribution of service users in a number of ways, including:

• Introducing systems that ensure feedback from service users is fed into the Supporting People Strategy review

• Feeding service users preferred means of communication into the Communications Strategy

• Choosing only the highest quality venues and refreshments when hosting events

• Inviting service users to key events such as launches

• Free training for service users

• ‘Paying’ peer reviewers for their time - normally consisting of a £10 gift voucher of the user’s choice per half day to attend events and meetings, to deliver training and to produce work plans – as above

• Organising transport and paying for transport costs, as appropriate

• Providing child care facilities, where appropriate

• Recording thanks for contributions made by service users, both individually and in appropriate publications

assistants or helping out with events or in head office)

and then we just pay expenses so as to not affect

benefit entitlements.

For regular work, such as becoming a peer researcher

or taking photographs at events, we tend to offer

payment and the client is given terms and conditions,

just like any other member of staff.

Sadly, benefits rules do make payments problematic

and charities are right to be concerned about this -

clear information and advice is needed and better

liaison with Job Centre Plus to prevent breaching

benefit conditions.

Ultimately, however, the role that getting clients

nvolved can play in helping them gain confidence,

skills and prepare for employment needs to be

recognised within the benefits system - Crisis will

continue to campaign for such reform.

how shouLD serVice users Be rewArDeD for their pArticipAtion in DeVeLopinG serVices?

10 WWW.HOMELESS.ORG.UK WWW.HOMELESS.ORG.UK 11

CONNECT | AUTUMN 2009 FEATURES

THE qUESTION OF ‘WHY CLIENT INVOLVEMENT’ COMES BACK TO WHY WE PROVIDE SERVICES FOR HOMELESS PEOPLE AT ALL. SIMONE HELLEREN & ATHOL HALLE FROM GROUNDSWELL REVIEW HOW ULTIMATELY MOST ORGANISATIONS WORKING FOR VULNERABLE PEOPLE HAVE IT AT THEIR HEART TO SUPPORT PEOPLE TO LIVE AS INDEPENDENTLY AS POSSIBLE.

To begin with involving people might seem impossible

and a frustrating waste of time for both worker and

client. With the most chaotic clients it might be the

simplest things: encouraging a client to decide between

morning or afternoon meetings with their key worker.

Then, as clients become more able to take in

information and make decisions, more complicated and

risky opportunities should be available: learning about

the benefits system, and encouraging people

to fill in their own forms.

“I don’t do anything by myself. It’s pathetic. I find it really embarrassing and I usually say I can’t be bothered and that gets me off the hook rather than going into long explanations. But I am bothered and I don’t want these feelings over my head.”

Our tendency can be to fill in someone’s forms for them,

thinking we are being helpful, but ultimately will that best

enable them to stand on their own two feet again? Give

a man a fish, and he has a meal, give a man a life skills

class in personal budgeting and cooking, and he can

go down to Tesco and make a Tuna salad.

Whether simple or complex, each of these experiences

adds up to more time back into the driver’s seat of your

own life again, and better equips you for when you are

eventually ready to zoom off into the sunset.

“...because a lot of people that actually do become homeless or are homeless tend to lack some form of ... mental state where they know what to do when they are actually living in their own flat... teach people how to pay bills on time and how to be... you know what I mean, how to be a person in a way. How to live.”

Deliver a quality service

You need to consult everyone with expertise in order

to create a quality service. That means managers who

have the removed overview, frontline staff with their day

to day interactions with clients, and, of course, clients

themselves, who often know best what they really need.

Involvement is about creating consultation approaches

and decision making structures that enables all these

different expertises to combine.

A range of techniques is a good way to ensure a range

of voices are heard. If you are running a consultation

on, say, the redesign of the dining room, if you just do an

open meeting, then only those confident to speak up

will be heard. If you just do a written questionnaire, you

might exclude those with basic skills issues.

So think about a range of ways for people to

give their voice. “Everyone’s got something different that they can give.”

Start from what people care about. A trainer with Groundswell, Jimmy Carlson, tells of a

hostel he was in where every morning they would serve

up burnt sausages – every morning he complained

and nothing got done for years. The hostel ended

up having a successful client run shop, but that only

flourished after they sorted the sausages. You have

to presume that people who end up in homelessness

services have a strong track record of being let down

by people. So if you want to break that cycle, before

you do anything else - stop burning the sausages!

People will get involved if it taps into something they



sausages do not get burnt. Our research across the

country consistently says that people “want to help

other people experiencing homelessness” and “want

to give something back”. So people will get involved if

they are offered the opportunities in the areas that they

care about.

Moving involvement out of your service and into the community

Most local authorities are creating new opportunities

for local residents to get involved in community initiatives

left right and centre. Your projects and your clients are

a part of the community too, so encouraging people to

get engaged with their communities, is an extra level of

involvement, another opportunity to contribute.

Involvement is about giving people the chance to

make a contribution: to their own care, to their service

or to their community. Giving someone the opportunity

to give something back is the most powerful thing you

can do to support people on their journey out of

homelessness.

Hot Tip: We recommend you check out Mike Seal’s

new book on client involvement in supported housing “Not about us, without us.”

If you would like to discuss delivering a client audit for your service, then get in touch. All quotes are from Groundswell Peer Research projects. [email protected] [email protected]

Try thinking about delivering your service without involvement: “I am going to support this person to be as independent as possible and I am going to prevent them from being actively involved in their own care?” It just does not make sense! So the ‘why’ is the easy bit, it’s the ‘how’ that can be tricky.

Client Involvement or participation is not some

management speak fad – it has a long and illustrious

history with highlights including: the wonderfully named

‘Alleged Lunatics Friends Society’, a campaigning

organisation formed by ex-patients, who in 1845

extricated the poet John Clare from a Victorian

asylum; and of course a central role in the civil and

welfare rights movements of the 1960s.

Client Involvement in layers

One way to think about involvement is to look at it

in layers – starting with involvement in your own care,

then involvement in the services you use and finally

involvement in the wider community.

whY cLient inVoLVeMent?

Peer research in action. Photo Ivor Prickett



THE qUESTION OF ‘WHY CLIENT INVOLVEMENT’ COMES BACK TO WHY WE PROVIDE SERVICES FOR HOMELESS PEOPLE AT ALL. SIMONE HELLEREN & ATHOL HALLE FROM GROUNDSWELL REVIEW HOW ULTIMATELY MOST ORGANISATIONS WORKING FOR VULNERABLE PEOPLE HAVE IT AT THEIR HEART TO SUPPORT PEOPLE TO LIVE AS INDEPENDENTLY AS POSSIBLE.

To begin with involving people might seem impossible

and a frustrating waste of time for both worker and

client. With the most chaotic clients it might be the

simplest things: encouraging a client to decide between

morning or afternoon meetings with their key worker.

Then, as clients become more able to take in

information and make decisions, more complicated and

risky opportunities should be available: learning about

the benefits system, and encouraging people

to fill in their own forms.

“I don’t do anything by myself. It’s pathetic. I find it really embarrassing and I usually say I can’t be bothered and that gets me off the hook rather than going into long explanations. But I am bothered and I don’t want these feelings over my head.”

Our tendency can be to fill in someone’s forms for them,

thinking we are being helpful, but ultimately will that best

enable them to stand on their own two feet again? Give

a man a fish, and he has a meal, give a man a life skills

class in personal budgeting and cooking, and he can

go down to Tesco and make a Tuna salad.

Whether simple or complex, each of these experiences

adds up to more time back into the driver’s seat of your

own life again, and better equips you for when you are

eventually ready to zoom off into the sunset.

“...because a lot of people that actually do become homeless or are homeless tend to lack some form of ... mental state where they know what to do when they are actually living in their own flat... teach people how to pay bills on time and how to be... you know what I mean, how to be a person in a way. How to live.”

Deliver a quality service

You need to consult everyone with expertise in order

to create a quality service. That means managers who

have the removed overview, frontline staff with their day

to day interactions with clients, and, of course, clients

themselves, who often know best what they really need.

Involvement is about creating consultation approaches

and decision making structures that enables all these

different expertises to combine.

A range of techniques is a good way to ensure a range

of voices are heard. If you are running a consultation

on, say, the redesign of the dining room, if you just do an

open meeting, then only those confident to speak up

will be heard. If you just do a written questionnaire, you

might exclude those with basic skills issues.

So think about a range of ways for people to

give their voice. “Everyone’s got something different that they can give.”

Start from what people care about. A trainer with Groundswell, Jimmy Carlson, tells of a

hostel he was in where every morning they would serve

up burnt sausages – every morning he complained

and nothing got done for years. The hostel ended

up having a successful client run shop, but that only

flourished after they sorted the sausages. You have

to presume that people who end up in homelessness

services have a strong track record of being let down

by people. So if you want to break that cycle, before

you do anything else - stop burning the sausages!

People will get involved if it taps into something they



sausages do not get burnt. Our research across the

country consistently says that people “want to help

other people experiencing homelessness” and “want

to give something back”. So people will get involved if

they are offered the opportunities in the areas that they

care about.

Moving involvement out of your service and into the community

Most local authorities are creating new opportunities

for local residents to get involved in community initiatives

left right and centre. Your projects and your clients are

a part of the community too, so encouraging people to

get engaged with their communities, is an extra level of

involvement, another opportunity to contribute.

Involvement is about giving people the chance to

make a contribution: to their own care, to their service

or to their community. Giving someone the opportunity

to give something back is the most powerful thing you

can do to support people on their journey out of

homelessness.

Hot Tip: We recommend you check out Mike Seal’s

new book on client involvement in supported housing “Not about us, without us.”

If you would like to discuss delivering a client audit for your service, then get in touch. All quotes are from Groundswell Peer Research projects. [email protected] [email protected]

Try thinking about delivering your service without involvement: “I am going to support this person to be as independent as possible and I am going to prevent them from being actively involved in their own care?” It just does not make sense! So the ‘why’ is the easy bit, it’s the ‘how’ that can be tricky.

Client Involvement or participation is not some

management speak fad – it has a long and illustrious

history with highlights including: the wonderfully named

‘Alleged Lunatics Friends Society’, a campaigning

organisation formed by ex-patients, who in 1845

extricated the poet John Clare from a Victorian

asylum; and of course a central role in the civil and

welfare rights movements of the 1960s.

Client Involvement in layers

One way to think about involvement is to look at it

in layers – starting with involvement in your own care,

then involvement in the services you use and finally

involvement in the wider community.

whY cLient inVoLVeMent?

Peer research in action. Photo Ivor Prickett


FEATURES CONNECT | AUTUMN 2009 CONNECT | AUTUMN 2009 FEATURES


YounG forces for chAnGeYOUNG PEOPLE HAVE A UNIqUE PERSPECTIVE THAT CANNOT BE FOUND ELSEWHERE. THEIR IDEAS, COMMITMENT AND ENERGY ARE A FORCE FOR CHANGE AND CAN HELP IMPROVE THE SERVICES FOR YOUNG PEOPLE ACROSS THE COUNTRY. TAMZIN TAYLOR-ROSSER, COORDINATOR OF THE NATIONAL YOUTH REFERENCE GROUP (NYRG), LOOKS AT THE IMPORTANCE OF YOUTH INVOLVEMENT IN POLICY AND PRACTICE DEVELOPMENT.

Formed in 2008 the NYRG is made up of young people aged 16-25 from England, who have experienced or are currently experiencing homelessness. The project is

funded by the Department for Communities and Local

Government and is led by St Basils. To date there are 35

young people signed up to this initiative. They aretravelling

all over the country influencing and impacting on Local

Authorities and housing providers to increase opportunities

for young people to be involved in housing–related issues

and in developing new services for their peers.

Iain Wright MP, formerly Minister with responsibility for

homelessness, recognised the importance of young

people’s involvement in matters that impacted on their

lives. At the launch of the NYRG he said:

“Each individual service knows what it does to support

a young person, but only the young person knows how it

felt, if it was at the right place and the right time, if it made

sense with what other agencies were doing, and if the

combined effect actually helped them resolve their

problems and move on to where they needed to be in life.

Young people who have experienced homelessness, and

used services, have a wisdom that those of us responsible

for planning and delivering services need to listen to if we

want to transform lives.”

Having a National Conversation

Young people from the NYRG have been a part of the

National Conversation, the initiative led by the TSA. The

National Conversation provided the young people with

an opportunity to get involved in shaping new Housing

Management Standards for Registered Providers.

“The National Conversation was a fantastic opportunity

for us to say what is important to us and what housing

associations need to improve, as well as what they are

doing well. Feeding into National Conversation has given

us a chance to put our views across. It’s important to seek

the views of young people as we are the future”

Kat McArdle NYRG Member

“I love getting involved because it gives me a great

opportunity to help others and to learn new things.

I love speaking out to a variety of people using my own

experiences in conferences. We also go to different

places around the country. It’s something I am

passionate about and enjoy doing it.

Kaylie Coombes YWCA West Kent

“The NYRG is about improving opportunities of

Involvement for young people all over the country and

for me that is the key thing that will change the lives of

many who faces homelessness. I am really proud to be

members of NYRG, as I’m representing the young people

at a National Level. NYRG has many benefits such as

training, meeting many youths who are in the same

situation as you and its also fun travelling around the

country. To put it simple INVOLVEMENT IS POWER”.

Alan Tien St Basils

The NYRG’s top 10 steps to success for organisations

1. Take risks and involve us 2. Find out HOW we want to be involved 3. You need to be creative and flexible 4. Be prepared to listen to us on an individual basis 5. If something does not work don’t give up on us

6. Use as many forms of communication as possible 7. FEEDBACK is the key to ‘successful’ Involvement 8. Young people need to see the IMPACT of their involvement 9. REWARD young people for their involvement 10. REVIEW REVIEW REVIEW

NYRG’s perspective on what young people need from organisations…

• You need to be confident in our ability • You need to know that sometimes we know best • You need to support us with the RIGHT staff • You need to create opportunities and make them accessible • You need to communicate with us and enable us to

communicate with you• You need to care about our lives • You need to remember involvement benefits us all • You need to offer us incentives • You need to get involved too

The National Youth Reference Group can also help

and support your organisation. We are looking for

organisations to submit “Good Practice Materials”

on Youth Involvement. Don’t miss out on this unique

opportunity. Please contact [email protected].

Members from the National Youth Reference Group strike a pose after a consultation at the CLG’s head office in London. Photo NYRG, St Basil’s


FEATURES CONNECT | AUTUMN 2009 CONNECT | AUTUMN 2009 FEATURES


YounG forces for chAnGeYOUNG PEOPLE HAVE A UNIqUE PERSPECTIVE THAT CANNOT BE FOUND ELSEWHERE. THEIR IDEAS, COMMITMENT AND ENERGY ARE A FORCE FOR CHANGE AND CAN HELP IMPROVE THE SERVICES FOR YOUNG PEOPLE ACROSS THE COUNTRY. TAMZIN TAYLOR-ROSSER, COORDINATOR OF THE NATIONAL YOUTH REFERENCE GROUP (NYRG), LOOKS AT THE IMPORTANCE OF YOUTH INVOLVEMENT IN POLICY AND PRACTICE DEVELOPMENT.

Formed in 2008 the NYRG is made up of young people aged 16-25 from England, who have experienced or are currently experiencing homelessness. The project is

funded by the Department for Communities and Local

Government and is led by St Basils. To date there are 35

young people signed up to this initiative. They aretravelling

all over the country influencing and impacting on Local

Authorities and housing providers to increase opportunities

for young people to be involved in housing–related issues

and in developing new services for their peers.

Iain Wright MP, formerly Minister with responsibility for

homelessness, recognised the importance of young

people’s involvement in matters that impacted on their

lives. At the launch of the NYRG he said:

“Each individual service knows what it does to support

a young person, but only the young person knows how it

felt, if it was at the right place and the right time, if it made

sense with what other agencies were doing, and if the

combined effect actually helped them resolve their

problems and move on to where they needed to be in life.

Young people who have experienced homelessness, and

used services, have a wisdom that those of us responsible

for planning and delivering services need to listen to if we

want to transform lives.”

Having a National Conversation

Young people from the NYRG have been a part of the

National Conversation, the initiative led by the TSA. The

National Conversation provided the young people with

an opportunity to get involved in shaping new Housing

Management Standards for Registered Providers.

“The National Conversation was a fantastic opportunity

for us to say what is important to us and what housing

associations need to improve, as well as what they are

doing well. Feeding into National Conversation has given

us a chance to put our views across. It’s important to seek

the views of young people as we are the future”

Kat McArdle NYRG Member

“I love getting involved because it gives me a great

opportunity to help others and to learn new things.

I love speaking out to a variety of people using my own

experiences in conferences. We also go to different

places around the country. It’s something I am

passionate about and enjoy doing it.

Kaylie Coombes YWCA West Kent

“The NYRG is about improving opportunities of

Involvement for young people all over the country and

for me that is the key thing that will change the lives of

many who faces homelessness. I am really proud to be

members of NYRG, as I’m representing the young people

at a National Level. NYRG has many benefits such as

training, meeting many youths who are in the same

situation as you and its also fun travelling around the

country. To put it simple INVOLVEMENT IS POWER”.

Alan Tien St Basils

The NYRG’s top 10 steps to success for organisations

1. Take risks and involve us 2. Find out HOW we want to be involved 3. You need to be creative and flexible 4. Be prepared to listen to us on an individual basis 5. If something does not work don’t give up on us

6. Use as many forms of communication as possible 7. FEEDBACK is the key to ‘successful’ Involvement 8. Young people need to see the IMPACT of their involvement 9. REWARD young people for their involvement 10. REVIEW REVIEW REVIEW

NYRG’s perspective on what young people need from organisations…

• You need to be confident in our ability • You need to know that sometimes we know best • You need to support us with the RIGHT staff • You need to create opportunities and make them accessible • You need to communicate with us and enable us to

communicate with you• You need to care about our lives • You need to remember involvement benefits us all • You need to offer us incentives • You need to get involved too

The National Youth Reference Group can also help

and support your organisation. We are looking for

organisations to submit “Good Practice Materials”

on Youth Involvement. Don’t miss out on this unique

opportunity. Please contact [email protected].

Members from the National Youth Reference Group strike a pose after a consultation at the CLG’s head office in London. Photo NYRG, St Basil’s



The message I would like to give all of you out there is GET INVOLVED! It may be that you are thinking – What can I contribute?

Well, I may be the Director of this organisation, but I

could not steer it in the direction we need to go without

our Management Committee and staff. The knowledge

that people have about how they have been treated

within mental health services – both good and bad –

keeps HUBB as an organisation true to its roots and its

membership. The service user Committee gives us an

authenticity that people recognise, and you can only

get that from people who have had real experiences.

All HUBB’s Management Committee – apart from one

co-opted member - has used or still uses mental health

services. We have a Committee meeting once a month

where I report on the day to day affairs of running HUBB

and flag up areas in the wider mental health world that

the Committee may be interested in getting involved in.

People can become Committee members by first

becoming a member of HUBB. It only costs £1 to join.

This sum is deliberately low so it is affordable for the

majority of our members who are on benefits. Members

receive our monthly newsletter which covers local and

national items of interest, and the chance to join the

Committee in September every year.

All Committee members have training and support to

carry out their role, but they do need to pass a standard

Criminal Records Bureau check, to satisfy the Charity

Commission’s requirements. They are paid reasonable

expenses – fares to meetings, refreshments etc.

Some of the HUBB staff have used, and currently use,

mental health services. Again, with advocacy or

training, having a personal knowledge of using

services is invaluable. Staff can then offer peer support,

understand some of the issues, and also act as role

models for other people who are unwell.

There are many challenges to getting people involved.

People worry that they do not have the skills; they

worry about being unwell and unable to contribute.

Conversely some people worry about being seen as

well by the Department of Work and Pensions, and

that being involved will lead to losing benefit. This has

not happened to any of our Committee members, or

staff. All these concerns can be worked through, and

support can be given.

HUBB would not exist as an authentic user group

without the involvement of our members. This must be

the same for many charities in the homeless sector.

Your involvement is vital. You may have concerns, but

support is available. Without your involvement, services

will not improve, and who knows, it may lead you down

a whole new area in your life. GET INVOLVED!

JENNY GRAY, DIRECTOR OF HUBB, A LEADING MENTAL HEALTH CHARITY IN EAST LONDON, SENDS A ‘GET INVOLVED’ MESSAGE TO SERVICE USERS. PEOPLE WHO USE MENTAL HEALTH SERVICES WERE INSTRUMENTAL IN GETTING HUBB STARTED EIGHTEEN YEARS AGO.

The first involvement institution in Hestia was the founding

of the “Better Lives Forum” (BLF) which meets 6 times

per year and is run by 4 elected Service User officers.

This is what some of the officers said:

“The BLF has become stronger and more successful

over the 2 years I was the Chair. More people are coming

to meetings and more people are involved in the voting

process for the new officers. There have also been some

very significant changes in Hestia’s procedures as a result

of consultation with service users.” Patrick

“After some time spent in hospital, I started receiving

support from Hestia. Firstly I was reluctant to join the

BLF, as I was worried that the responsibility would be too

much for me. But everyone has been terrific in helping

me develop into the person I am today, my confidence

has grown and I’ve stayed out of hospital for the whole

period. The Better Lives Forum has helped me to feel

more positive.” Steve

Over the last few years more and more involvement

activities have grown:

• A Service User Policy Group - A strong group of

Service Users who look at policies and procedures

and give feedback on them. Many procedures

have been changed through his process.

• Service User Newsletters - A group of Service User editors

meets regularly to produce the quarterly Newsletters.

• Service User Inspectors visit Hestia’s projects as part of

internal inspections, speak to service users to gather

their feedback on the service they receive. Issues that

arise are taken forward and addressed.

• Service Users involvement in recruitment - Service

Users are involved in staff recruitment and we offer

professional training to those that are interested

to sit on interview panels.

• Service User Trainer group. A group of Service Users

that have been trained to facilitate training to staff

and other Service Users.

We have seen a change in the way we do SUI in

the organisation and realised that we have to review

structures frequently. Hestia supports service users from

many different backgrounds and we know that we

have to offer each group activities that are relevant

to them to have a successful involvement structure.

T. Nebel, SUI Worker, Hestia

“Before starting to get involved, I often felt that I just

wanted to be left alone. I then volunteered to help

distributing Hestia’s Newsletter. At first I was reluctant, but

soon I realized it motivated me to go out, do things, and

most important built my confidence and relation with

other people. I was offered a work placement in the

finance team and I gladly accepted it. The world

opened new doors for me and it wasn’t all grey and

black anymore.” Women’s Aid Service User

For more information, visit www.hestia.org

HESTIA HAS WORKED HARD OVER THE YEARS TO ESTABLISH A SOLID SERVICE USER INVOLVEMENT (SUI) STRUCTURE REACHING INTO MANY AREAS OF THE ORGANISATION. WE BELIEVE THAT THE PEOPLE THAT USE OUR SERVICES HOLD THE KEY AND THAT THEY CAN AND WILL TELL US WHAT THEY NEED IF GIVEN THE RIGHT ATMOSPHERE AND SITUATION TO DO SO.


Get inVoLVeD! serVice user inVoLVeMent – the KeY thAt opens new Doors

Jenny Gray at HUBB’s AGM in September. Photo Hubb



The message I would like to give all of you out there is GET INVOLVED! It may be that you are thinking – What can I contribute?

Well, I may be the Director of this organisation, but I

could not steer it in the direction we need to go without

our Management Committee and staff. The knowledge

that people have about how they have been treated

within mental health services – both good and bad –

keeps HUBB as an organisation true to its roots and its

membership. The service user Committee gives us an

authenticity that people recognise, and you can only

get that from people who have had real experiences.

All HUBB’s Management Committee – apart from one

co-opted member - has used or still uses mental health

services. We have a Committee meeting once a month

where I report on the day to day affairs of running HUBB

and flag up areas in the wider mental health world that

the Committee may be interested in getting involved in.

People can become Committee members by first

becoming a member of HUBB. It only costs £1 to join.

This sum is deliberately low so it is affordable for the

majority of our members who are on benefits. Members

receive our monthly newsletter which covers local and

national items of interest, and the chance to join the

Committee in September every year.

All Committee members have training and support to

carry out their role, but they do need to pass a standard

Criminal Records Bureau check, to satisfy the Charity

Commission’s requirements. They are paid reasonable

expenses – fares to meetings, refreshments etc.

Some of the HUBB staff have used, and currently use,

mental health services. Again, with advocacy or

training, having a personal knowledge of using

services is invaluable. Staff can then offer peer support,

understand some of the issues, and also act as role

models for other people who are unwell.

There are many challenges to getting people involved.

People worry that they do not have the skills; they

worry about being unwell and unable to contribute.

Conversely some people worry about being seen as

well by the Department of Work and Pensions, and

that being involved will lead to losing benefit. This has

not happened to any of our Committee members, or

staff. All these concerns can be worked through, and

support can be given.

HUBB would not exist as an authentic user group

without the involvement of our members. This must be

the same for many charities in the homeless sector.

Your involvement is vital. You may have concerns, but

support is available. Without your involvement, services

will not improve, and who knows, it may lead you down

a whole new area in your life. GET INVOLVED!

JENNY GRAY, DIRECTOR OF HUBB, A LEADING MENTAL HEALTH CHARITY IN EAST LONDON, SENDS A ‘GET INVOLVED’ MESSAGE TO SERVICE USERS. PEOPLE WHO USE MENTAL HEALTH SERVICES WERE INSTRUMENTAL IN GETTING HUBB STARTED EIGHTEEN YEARS AGO.

The first involvement institution in Hestia was the founding

of the “Better Lives Forum” (BLF) which meets 6 times

per year and is run by 4 elected Service User officers.

This is what some of the officers said:

“The BLF has become stronger and more successful

over the 2 years I was the Chair. More people are coming

to meetings and more people are involved in the voting

process for the new officers. There have also been some

very significant changes in Hestia’s procedures as a result

of consultation with service users.” Patrick

“After some time spent in hospital, I started receiving

support from Hestia. Firstly I was reluctant to join the

BLF, as I was worried that the responsibility would be too

much for me. But everyone has been terrific in helping

me develop into the person I am today, my confidence

has grown and I’ve stayed out of hospital for the whole

period. The Better Lives Forum has helped me to feel

more positive.” Steve

Over the last few years more and more involvement

activities have grown:

• A Service User Policy Group - A strong group of

Service Users who look at policies and procedures

and give feedback on them. Many procedures

have been changed through his process.

• Service User Newsletters - A group of Service User editors

meets regularly to produce the quarterly Newsletters.

• Service User Inspectors visit Hestia’s projects as part of

internal inspections, speak to service users to gather

their feedback on the service they receive. Issues that

arise are taken forward and addressed.

• Service Users involvement in recruitment - Service

Users are involved in staff recruitment and we offer

professional training to those that are interested

to sit on interview panels.

• Service User Trainer group. A group of Service Users

that have been trained to facilitate training to staff

and other Service Users.

We have seen a change in the way we do SUI in

the organisation and realised that we have to review

structures frequently. Hestia supports service users from

many different backgrounds and we know that we

have to offer each group activities that are relevant

to them to have a successful involvement structure.

T. Nebel, SUI Worker, Hestia

“Before starting to get involved, I often felt that I just

wanted to be left alone. I then volunteered to help

distributing Hestia’s Newsletter. At first I was reluctant, but

soon I realized it motivated me to go out, do things, and

most important built my confidence and relation with

other people. I was offered a work placement in the

finance team and I gladly accepted it. The world

opened new doors for me and it wasn’t all grey and

black anymore.” Women’s Aid Service User

For more information, visit www.hestia.org

HESTIA HAS WORKED HARD OVER THE YEARS TO ESTABLISH A SOLID SERVICE USER INVOLVEMENT (SUI) STRUCTURE REACHING INTO MANY AREAS OF THE ORGANISATION. WE BELIEVE THAT THE PEOPLE THAT USE OUR SERVICES HOLD THE KEY AND THAT THEY CAN AND WILL TELL US WHAT THEY NEED IF GIVEN THE RIGHT ATMOSPHERE AND SITUATION TO DO SO.


Get inVoLVeD! serVice user inVoLVeMent – the KeY thAt opens new Doors

Jenny Gray at HUBB’s AGM in September. Photo Hubb



teMpLAtes for success

The trial began in 2005, with a survey carried out in 2007.

Of the 26 people in treatment at the time, 12 were not

using at all after the trial, whereas before more than half

had been using seven days a week. Crack use had also

reduced, because service users were not being exposed

to dealers and their ‘clever marketing and two for one

deals,’ she said, and over the three-year trail period

there had been no drug-related deaths or criminal

justice incidents.

‘The way forward is for service users to ask joint

commissioners to start trials in their areas,’ she said.

‘It makes sense – it works, it saves lives.’

Counted4 is a tier 3 prescribing service in the north eas

that routinely employs drug users, and it was often asked

why, said drug worker and ex-service user Sharyn Smiles.

‘Drug users have invaluable experience of accessing

services, customers relate to them well, and they’re

good “interpreters” for GPs,’ she said. ‘Drug users are

willing to learn. They’re good, honest, reliable people

and very employable – they go that extra mile. I don’t

want a job because I used to stick a needle in my arm.

I want a job because I want to make a better life

for my family.’

Being able to provide for dependants and the sense of

achievement that goes with it was one of the recurrent

themes in feedback from service users, said Counted4’s

Lisa Mallen, along with feeling part of society, doing

something worthwhile and being trusted and taken

seriously. Negative aspects included the attitudes of

some other employees, Criminal Records Bureau checks

and fitting work around accessing treatment. For the

employer, however, it also helped promote an attitude

of equality as well as improving retention rates,

providing a wealth of learning opportunities and

offering a new perspective.

‘Customers can engage and relate, and it also

inspires colleagues,’ said Lisa Mallen. It also helped

challenge attitudes – among GPs, for example –

and the perceptions of some partner agencies

around working with service users.

‘What I would say to employers is this,’ said Sharyn Smiles.

‘Try it – you might like it.’

IN MARCH 2009 DDN/ALLIANCE HELD THEIR SECOND SERVICE USER INVOLVEMENT CONFERENCE IN BIRMINGHAM. THIS ARTICLE HAS BEEN REPRODUCED FROM DDN, THE MAGAZINE FOR THE SUBSTANCE MISUSE FIELD, WITH THEIR KIND PERMISSION.

The day’s second session focused on some shining

examples of best practice, ranging from supplying

naloxone on an outreach basis to the benefits of

employing service users for both client and organisation.

The thing they all had in common, however, was the

central role of service users in shaping the agenda.

The session began with a look at alcohol detoxification

using monitored drinking. Caroline Thompson of

Nottingham-based Framework Housing, which specialises

in housing and support for homeless people, described

how her organisation was commissioned to provide a

‘sensible drinking service’, after a service user consultation

found that many clients did not want complete

abstinence. The service even provided the alcohol.

Clients were breathalysed on arrival, before being given

four units of alcohol at set intervals until reaching a breath

alcohol reading close to negative. There were a maximum

of five nights when alcohol could be consumed, and one

of the abstinent days had to be the day clients received

their benefits. The service would never be offered where

there could be potential physical or mental health

consequences, she said, and exclusion criteria included

use of benzodiazepines.

‘The aim is to comfortably achieve a negative breath

alcohol reading in the absence of physical withdrawal

symptoms, and to try and engage people in the positive

aspects of their treatment’ she said. It was a good way to

suppress withdrawal symptoms and increase self-efficacy

regarding future alcohol consumption, she said, and

worked better with younger service users, particularly

in conjunction with the organisation’s meaningful

occupation programmes.

‘For many people, this is a massive change,’ she said. ‘The

process is about people being in charge.’ The detox was

extremely safe and constantly monitored, as well as cost

effective, she said, and staff turnover was extremely low.

The service was also very popular with partner agencies,

including Nottingham DAT.

‘It’s service user led. We want service users to be happy,

and we offer choice. We also run an abstinence

programme side by side in the same environment,

and it works very well.’

Also service user driven was the Wiltshire naloxone pilot,

which saw the overdose-reversing drug supplied on an

outreach basis in 2007 (DDN, 12 January, page 12).

A multi-agency project, the aim was to not only to reduce

drug related deaths but also to raise awareness of

blood-borne viruses. A show of hands revealed that most

people in the audience knew someone who had died of

an overdose, and would have done something to help

had they had access to naloxone. Despite being safe and

effective, however, naloxone distribution remains patchy

(DDN, 1 December 2008, page12). The drug should be

freely available at needle exchanges, Wiltshire DAAT harm

reduction lead Mick Webb told delegates.

‘Why do we need to provide evidence that naloxone

works?’ he said. ‘It’s so frustrating. The stuff’s been used by

A&E departments and ambulance services for years to

save lives – it’s proven that it works.’

Meanwhile service user Cristina Lora told the conference

about the Random Injectable Opioid Treatment Trial

(RIOTT), where a third of those involved were provided

with injectable diamorphine, with access to doses of oral

methadone. The emphasis was on self-reporting, she said,

with meetings held every four weeks.

‘As a service user you always have to be economical with

the truth, but in the trial they really did believe us. They

would increase the dose instead of penalising people.’

DDN/Alliance’s service user involvement conference in Birmingham. Photo DDN

You can read more about the DDN/Alliance service user involvement conference findings here: www.drinkanddrugsnews.com/ ViewIssue.aspx?mag_id=99



teMpLAtes for success

The trial began in 2005, with a survey carried out in 2007.

Of the 26 people in treatment at the time, 12 were not

using at all after the trial, whereas before more than half

had been using seven days a week. Crack use had also

reduced, because service users were not being exposed

to dealers and their ‘clever marketing and two for one

deals,’ she said, and over the three-year trail period

there had been no drug-related deaths or criminal

justice incidents.

‘The way forward is for service users to ask joint

commissioners to start trials in their areas,’ she said.

‘It makes sense – it works, it saves lives.’

Counted4 is a tier 3 prescribing service in the north eas

that routinely employs drug users, and it was often asked

why, said drug worker and ex-service user Sharyn Smiles.

‘Drug users have invaluable experience of accessing

services, customers relate to them well, and they’re

good “interpreters” for GPs,’ she said. ‘Drug users are

willing to learn. They’re good, honest, reliable people

and very employable – they go that extra mile. I don’t

want a job because I used to stick a needle in my arm.

I want a job because I want to make a better life

for my family.’

Being able to provide for dependants and the sense of

achievement that goes with it was one of the recurrent

themes in feedback from service users, said Counted4’s

Lisa Mallen, along with feeling part of society, doing

something worthwhile and being trusted and taken

seriously. Negative aspects included the attitudes of

some other employees, Criminal Records Bureau checks

and fitting work around accessing treatment. For the

employer, however, it also helped promote an attitude

of equality as well as improving retention rates,

providing a wealth of learning opportunities and

offering a new perspective.

‘Customers can engage and relate, and it also

inspires colleagues,’ said Lisa Mallen. It also helped

challenge attitudes – among GPs, for example –

and the perceptions of some partner agencies

around working with service users.

‘What I would say to employers is this,’ said Sharyn Smiles.

‘Try it – you might like it.’

IN MARCH 2009 DDN/ALLIANCE HELD THEIR SECOND SERVICE USER INVOLVEMENT CONFERENCE IN BIRMINGHAM. THIS ARTICLE HAS BEEN REPRODUCED FROM DDN, THE MAGAZINE FOR THE SUBSTANCE MISUSE FIELD, WITH THEIR KIND PERMISSION.

The day’s second session focused on some shining

examples of best practice, ranging from supplying

naloxone on an outreach basis to the benefits of

employing service users for both client and organisation.

The thing they all had in common, however, was the

central role of service users in shaping the agenda.

The session began with a look at alcohol detoxification

using monitored drinking. Caroline Thompson of

Nottingham-based Framework Housing, which specialises

in housing and support for homeless people, described

how her organisation was commissioned to provide a

‘sensible drinking service’, after a service user consultation

found that many clients did not want complete

abstinence. The service even provided the alcohol.

Clients were breathalysed on arrival, before being given

four units of alcohol at set intervals until reaching a breath

alcohol reading close to negative. There were a maximum

of five nights when alcohol could be consumed, and one

of the abstinent days had to be the day clients received

their benefits. The service would never be offered where

there could be potential physical or mental health

consequences, she said, and exclusion criteria included

use of benzodiazepines.

‘The aim is to comfortably achieve a negative breath

alcohol reading in the absence of physical withdrawal

symptoms, and to try and engage people in the positive

aspects of their treatment’ she said. It was a good way to

suppress withdrawal symptoms and increase self-efficacy

regarding future alcohol consumption, she said, and

worked better with younger service users, particularly

in conjunction with the organisation’s meaningful

occupation programmes.

‘For many people, this is a massive change,’ she said. ‘The

process is about people being in charge.’ The detox was

extremely safe and constantly monitored, as well as cost

effective, she said, and staff turnover was extremely low.

The service was also very popular with partner agencies,

including Nottingham DAT.

‘It’s service user led. We want service users to be happy,

and we offer choice. We also run an abstinence

programme side by side in the same environment,

and it works very well.’

Also service user driven was the Wiltshire naloxone pilot,

which saw the overdose-reversing drug supplied on an

outreach basis in 2007 (DDN, 12 January, page 12).

A multi-agency project, the aim was to not only to reduce

drug related deaths but also to raise awareness of

blood-borne viruses. A show of hands revealed that most

people in the audience knew someone who had died of

an overdose, and would have done something to help

had they had access to naloxone. Despite being safe and

effective, however, naloxone distribution remains patchy

(DDN, 1 December 2008, page12). The drug should be

freely available at needle exchanges, Wiltshire DAAT harm

reduction lead Mick Webb told delegates.

‘Why do we need to provide evidence that naloxone

works?’ he said. ‘It’s so frustrating. The stuff’s been used by

A&E departments and ambulance services for years to

save lives – it’s proven that it works.’

Meanwhile service user Cristina Lora told the conference

about the Random Injectable Opioid Treatment Trial

(RIOTT), where a third of those involved were provided

with injectable diamorphine, with access to doses of oral

methadone. The emphasis was on self-reporting, she said,

with meetings held every four weeks.

‘As a service user you always have to be economical with

the truth, but in the trial they really did believe us. They

would increase the dose instead of penalising people.’

DDN/Alliance’s service user involvement conference in Birmingham. Photo DDN

You can read more about the DDN/Alliance service user involvement conference findings here: www.drinkanddrugsnews.com/ ViewIssue.aspx?mag_id=99



Y inVoLVe Me? EMMA FARROW, SOUTH LONDON YMCA’S FIRST

CUSTOMER INVOLVEMENT MANAGER, WAS APPOINTED IN SEPTEMBER 2008. SHE HOPES THAT IN THE FUTURE THEY WILL BE AS WELL KNOWN FOR CUSTOMER INVOLVEMENT AS FOR HOUSING SUPPORT.

‘ The first few steps we took were tentative but a year on we have built up momentum and we are striding towards customer involvement in all areas of our organisation’

South London YMCA (SLYMCA) is a housing association working in Croydon, Lambeth and Southwark providing almost 500 units of supported housing for vulnerable people. We offer a wide variety of accommodation from hostels for homeless people of all ages to individual placements for young people in local families through our innovative Community Host Scheme.

We are well known in the boroughs in which we work -

not just because of the iconic ‘Y’ logo that sits atop our

largest hostel in central Croydon - but because of the

sheer number of people we have worked with over the

years: the YMCA has been working in Croydon for almost

150 years. We hope in the future to be as well known

for Customer Involvement as housing support and in

September 2008 we took the first step towards

making this happen by creating the new post of

Customer Involvement Manager.

I was appointed to the role and I was excited about the

prospect of the new role and the new organisational

culture that wanted to put customers at the heart of

the work. For the past 12 months I have worked with

customers and staff to develop involvement across the

organisation. Many of our successes have only been

possible because of the dedication of the SLYMCA

customers who have worked with me and given up so

much of their time.

The first step we took towards involving our customers

was to produce our first customer involvement strategy,

which we called ‘Y involve me’. It focuses on the 5 key

areas we wanted to develop, namely:

• Communication • Support • Representation • Change • Improvement

– and outlined everything we planned to achieve.

We have had many successes over the past year.

Our customers are now involved in recruiting new staff

and representing us on regional and national fora.

We have also appointed our first customer Board

Member - a fantastic achievement which will have

a really positive impact on our organisation. We have

also set up a customer work station at our head office

which is helping to integrate customer involvement in

all aspects of our organisation.

SLYMCA’s Customer Involvement Manager and their first Trainee Supported Housing Worker talk to Croydon’s young people at ‘Put It Down Part 2’ an anti gun and knife crime eventPhoto South London YMCA

Externally, we have started raising our profile in the

local community. As part of a group of local housing

associations, we put on a high profile ‘anti gun and

knife crime’ event in Croydon in August 2009. We are

also providing training opportunities for our customers -

we were proud to become one of the pilot sites

working with Alcohol Concern and SMART Recovery

UK to train our customers to become SMART facilitators.

Our customers are now running weekly SMART meetings

– open to the wider local community - and drawing on

their experiences of recovery to support other people

battling addiction.

Despite our many successes we have encountered

inevitable challenges and have also learnt a lot – and

we continue to learn on a daily basis. In particular, we

underestimated the time it would take to achieve some

of the goals we set ourselves and were overly optimistic

in our enthusiasm to get things done!

But the future is looking bright and as well as publishing

our first organisational newsletter, and launching Ytext

and Ytype (our new text and email news services), we

are in the process of designing ‘The Living Room’, the

new customer only area of our website.

We are also piloting a customer trainee programme

and we are now advertising for our second trainee

housing support worker. We are planning to develop

the programme and roll it out across our organisation.

This is something we are really proud of and that

we know will have a really positive impact on our

organisation.

Our ultimate goal is to encourage more customers

to get involved and get on board with ‘Y involve me’, and we look forward to updating you on our progress

over coming months.



Y inVoLVe Me? EMMA FARROW, SOUTH LONDON YMCA’S FIRST

CUSTOMER INVOLVEMENT MANAGER, WAS APPOINTED IN SEPTEMBER 2008. SHE HOPES THAT IN THE FUTURE THEY WILL BE AS WELL KNOWN FOR CUSTOMER INVOLVEMENT AS FOR HOUSING SUPPORT.

‘ The first few steps we took were tentative but a year on we have built up momentum and we are striding towards customer involvement in all areas of our organisation’

South London YMCA (SLYMCA) is a housing association working in Croydon, Lambeth and Southwark providing almost 500 units of supported housing for vulnerable people. We offer a wide variety of accommodation from hostels for homeless people of all ages to individual placements for young people in local families through our innovative Community Host Scheme.

We are well known in the boroughs in which we work -

not just because of the iconic ‘Y’ logo that sits atop our

largest hostel in central Croydon - but because of the

sheer number of people we have worked with over the

years: the YMCA has been working in Croydon for almost

150 years. We hope in the future to be as well known

for Customer Involvement as housing support and in

September 2008 we took the first step towards

making this happen by creating the new post of

Customer Involvement Manager.

I was appointed to the role and I was excited about the

prospect of the new role and the new organisational

culture that wanted to put customers at the heart of

the work. For the past 12 months I have worked with

customers and staff to develop involvement across the

organisation. Many of our successes have only been

possible because of the dedication of the SLYMCA

customers who have worked with me and given up so

much of their time.

The first step we took towards involving our customers

was to produce our first customer involvement strategy,

which we called ‘Y involve me’. It focuses on the 5 key

areas we wanted to develop, namely:

• Communication • Support • Representation • Change • Improvement

– and outlined everything we planned to achieve.

We have had many successes over the past year.

Our customers are now involved in recruiting new staff

and representing us on regional and national fora.

We have also appointed our first customer Board

Member - a fantastic achievement which will have

a really positive impact on our organisation. We have

also set up a customer work station at our head office

which is helping to integrate customer involvement in

all aspects of our organisation.

SLYMCA’s Customer Involvement Manager and their first Trainee Supported Housing Worker talk to Croydon’s young people at ‘Put It Down Part 2’ an anti gun and knife crime eventPhoto South London YMCA

Externally, we have started raising our profile in the

local community. As part of a group of local housing

associations, we put on a high profile ‘anti gun and

knife crime’ event in Croydon in August 2009. We are

also providing training opportunities for our customers -

we were proud to become one of the pilot sites

working with Alcohol Concern and SMART Recovery

UK to train our customers to become SMART facilitators.

Our customers are now running weekly SMART meetings

– open to the wider local community - and drawing on

their experiences of recovery to support other people

battling addiction.

Despite our many successes we have encountered

inevitable challenges and have also learnt a lot – and

we continue to learn on a daily basis. In particular, we

underestimated the time it would take to achieve some

of the goals we set ourselves and were overly optimistic

in our enthusiasm to get things done!

But the future is looking bright and as well as publishing

our first organisational newsletter, and launching Ytext

and Ytype (our new text and email news services), we

are in the process of designing ‘The Living Room’, the

new customer only area of our website.

We are also piloting a customer trainee programme

and we are now advertising for our second trainee

housing support worker. We are planning to develop

the programme and roll it out across our organisation.

This is something we are really proud of and that

we know will have a really positive impact on our

organisation.

Our ultimate goal is to encourage more customers

to get involved and get on board with ‘Y involve me’, and we look forward to updating you on our progress

over coming months.



shArinG Best prActice on cLient inVoLVeMent

enGAGinG in poLicY MAtters

Since March last year Homeless Link has been

attending and offering strategic guidance to the

User Involvement Network Forum in London (UIN Forum).

The forum has been running for four years and includes

some of its original founders from organisations such as

SHP, Broadway and St Mungos. They originally started

the group when client involvement was new on the

agenda and new staff roles were created within

organisations to raise levels of client involvement.

Some of these members were at the forefront of

initiating client involvement within their organisations.

They worked on increasing participation on whole

range of levels - from hostel meetings and outings;

to involving clients in recruitment and audit panels;

and getting clients on organisational boards, for

example. The group is now an active network that

shares good practice, offers policy guidance and

holds regular presentations to demonstrate what

works when it comes to client involvement.

I was inspired by my conversation with Juliette Hough,

Research and Participation Officer at Broadway. She

has been heavily involved in the forum, and described

Broadway’s journey on client involvement since it

advertised a vacancy on its Board to clients in 2008.

“In 2008, Broadway advertised a vacancy on our Board

to clients. Paul Wilson’s support worker spoke to him

about it. He was already involved as a peer researcher

and sat on Broadway’s recruitment panels, and he had

expressed an interest in more involvement. He was

interviewed and joined the Board.”

Paul Wilson commented, “My role is the same as any

other Board member – to make sure the services are

running correctly, not losing money, and adhere to the

Broadway vision. The first Board meeting I went to was

brilliant. I was made to feel very, very welcome, and

I still am. My views and questions are listened to and

answered. I bring a client’s views”.

Ian Faulkner, Chair of Broadway’s Board, believes

Paul’s appointment is an extremely positive step for

Broadway’s governance and for its services to clients.

“We knew that experience of homelessness would

be a real asset to the Board. We now have that

experience on the Board and it is proving invaluable.

Paul has settled in to the role as well as any other

Board member, but he adds the missing dimension of

experience in a way that no amount of project visits

can. He has also given us a wider perspective of the

sector from his involvement and experience with other

service providers. His role on the Board and on our

Services Sub-committee has helped us to focus on the

client impact of our decisions in ways that we never

expected. A fantastic step forwards in the governance

of Broadway”

This is just one example of the ways in which clients

can be involved at all levels within an organisation.

It inspired Homeless Link to take more of an active role

itself and engage clients at a strategic level. The forum

highlighted that clients actually wanted their voices

heard on wider national policy issues, as well as on

organisational decisions.

Members of the forum continue to develop dynamic

methods that engage service users at all levels, leading

the way to ensure client involvement is encompassed

in all aspects of delivery. This includes initiatives such as

ensuring clients are involved in their actual support

planning; handing over budgets and venue

responsibilities to client led groups; producing client

led newsletters and internet forums; and involvement

in architectural consultations for new builds and

organisational audits. All these activities, will steer

the development of services for clients and improve our

sectors responses to homeless and vulnerable people.

If you want to know more about the forum contact [email protected]

A number of homeless agencies have been working hard for some time to develop mechanisms to engage homeless clients in policy discussions. This work provided Homeless Link and the Greater

London Authority (GLA) with the opportunity to

hold a Focus Group of 6 clients (all with a history of

homelessness) - representing their views and reflecting

the view of clients from the 5 organisations they

represent. The Focus Group came together in mid

August to discuss the public consultation of the

draft London Housing Strategy. With the strategy’s

consultation period finishing at the end of the month,

and the document’s coverage of rough sleeping and

wider homeless and housing issues, it could not have

been better timed.

Prior to the meeting a summary of the draft Strategy was

sent to members of the Focus Group to ensure they had

some background information on the issues under

discussion. At the meeting, the group debated some

of the key themes of the Strategy, such as housing

shortage and willingness to move to take up housing

opportunities; the choices and experience of the private

rented sector compared to social housing; who social

housing should be for; and what else needs to be done

to end rough sleeping and prevent the need to sleep

rough in the future.

The comments, opinions and suggestions that came

out in the discussion reflected many of the issues that

are currently being debated by government and

other policy makers. These included suggestions

from the group’s members that social rented sector

tenancies for life, and the prioritisation of new lettings

need to be looked at again in the light of so much

housing shortage.

The level of debate was both sophisticated and

challenging and balanced highlighting problems

with proposing solutions. The clients involved were

able to not only offer insights gained from their

experience of homelessness, but also, where

more appropriate, separate from their personal

experiences to express opinions on wider policy

issues. The exchanges were frank, informed and

invaluable for housing professionals who too rarely

sit down with those who use services, experience

housing need and feel the impact of policy decisions.

At the end of the meeting the clients present

agreed that the notes from the discussions would be

submitted as a collective response from them to the

London Housing Strategy consultation process. Indeed,

after the meeting Homeless Link received two sets of

further comments from clients who had not been able

to attend the Focus Group, but also wanted to be

involved. These were submitted as appendices to the

main response.

Nobody who attended this meeting could be under

any illusion that homeless people do not have plenty to

offer the policy-development process. Certainly not the

GLA who want to continue working with Homeless Link

to meet with the Focus Group, especially in relation

to the Mayor’s commitment to end rough sleeping.

The challenge for the rest of us is to make sure they are

given the opportunities for their voices to be heard.

JESSICA PLANT FROM HOMELESS LINK PROVIDES AN UPDATE ON THE USER INVOLVEMENT NETWORKFORUM, A STAFF LED FORUM FOR THOSE WHOSE ROLE INCLUDES CLIENT INVOLVEMENT IN A VARIETY OF CONTEXTS.

SIMON CRIBBENS FROM THE GREATER LONDON AUTHORITY (GLA) AND HOMELESS LINK’S PAUL ANDERSON REVIEW THE FIRST SERVICE USER CONSULTATION ON THE MAYOR OF LONDON’S DRAFT HOUSING STRATEGY.

Simon at the service user consultation meeting in August. Photo Homeless Link




shArinG Best prActice on cLient inVoLVeMent

enGAGinG in poLicY MAtters

Since March last year Homeless Link has been

attending and offering strategic guidance to the

User Involvement Network Forum in London (UIN Forum).

The forum has been running for four years and includes

some of its original founders from organisations such as

SHP, Broadway and St Mungos. They originally started

the group when client involvement was new on the

agenda and new staff roles were created within

organisations to raise levels of client involvement.

Some of these members were at the forefront of

initiating client involvement within their organisations.

They worked on increasing participation on whole

range of levels - from hostel meetings and outings;

to involving clients in recruitment and audit panels;

and getting clients on organisational boards, for

example. The group is now an active network that

shares good practice, offers policy guidance and

holds regular presentations to demonstrate what

works when it comes to client involvement.

I was inspired by my conversation with Juliette Hough,

Research and Participation Officer at Broadway. She

has been heavily involved in the forum, and described

Broadway’s journey on client involvement since it

advertised a vacancy on its Board to clients in 2008.

“In 2008, Broadway advertised a vacancy on our Board

to clients. Paul Wilson’s support worker spoke to him

about it. He was already involved as a peer researcher

and sat on Broadway’s recruitment panels, and he had

expressed an interest in more involvement. He was

interviewed and joined the Board.”

Paul Wilson commented, “My role is the same as any

other Board member – to make sure the services are

running correctly, not losing money, and adhere to the

Broadway vision. The first Board meeting I went to was

brilliant. I was made to feel very, very welcome, and

I still am. My views and questions are listened to and

answered. I bring a client’s views”.

Ian Faulkner, Chair of Broadway’s Board, believes

Paul’s appointment is an extremely positive step for

Broadway’s governance and for its services to clients.

“We knew that experience of homelessness would

be a real asset to the Board. We now have that

experience on the Board and it is proving invaluable.

Paul has settled in to the role as well as any other

Board member, but he adds the missing dimension of

experience in a way that no amount of project visits

can. He has also given us a wider perspective of the

sector from his involvement and experience with other

service providers. His role on the Board and on our

Services Sub-committee has helped us to focus on the

client impact of our decisions in ways that we never

expected. A fantastic step forwards in the governance

of Broadway”

This is just one example of the ways in which clients

can be involved at all levels within an organisation.

It inspired Homeless Link to take more of an active role

itself and engage clients at a strategic level. The forum

highlighted that clients actually wanted their voices

heard on wider national policy issues, as well as on

organisational decisions.

Members of the forum continue to develop dynamic

methods that engage service users at all levels, leading

the way to ensure client involvement is encompassed

in all aspects of delivery. This includes initiatives such as

ensuring clients are involved in their actual support

planning; handing over budgets and venue

responsibilities to client led groups; producing client

led newsletters and internet forums; and involvement

in architectural consultations for new builds and

organisational audits. All these activities, will steer

the development of services for clients and improve our

sectors responses to homeless and vulnerable people.

If you want to know more about the forum contact [email protected]

A number of homeless agencies have been working hard for some time to develop mechanisms to engage homeless clients in policy discussions. This work provided Homeless Link and the Greater

London Authority (GLA) with the opportunity to

hold a Focus Group of 6 clients (all with a history of

homelessness) - representing their views and reflecting

the view of clients from the 5 organisations they

represent. The Focus Group came together in mid

August to discuss the public consultation of the

draft London Housing Strategy. With the strategy’s

consultation period finishing at the end of the month,

and the document’s coverage of rough sleeping and

wider homeless and housing issues, it could not have

been better timed.

Prior to the meeting a summary of the draft Strategy was

sent to members of the Focus Group to ensure they had

some background information on the issues under

discussion. At the meeting, the group debated some

of the key themes of the Strategy, such as housing

shortage and willingness to move to take up housing

opportunities; the choices and experience of the private

rented sector compared to social housing; who social

housing should be for; and what else needs to be done

to end rough sleeping and prevent the need to sleep

rough in the future.

The comments, opinions and suggestions that came

out in the discussion reflected many of the issues that

are currently being debated by government and

other policy makers. These included suggestions

from the group’s members that social rented sector

tenancies for life, and the prioritisation of new lettings

need to be looked at again in the light of so much

housing shortage.

The level of debate was both sophisticated and

challenging and balanced highlighting problems

with proposing solutions. The clients involved were

able to not only offer insights gained from their

experience of homelessness, but also, where

more appropriate, separate from their personal

experiences to express opinions on wider policy

issues. The exchanges were frank, informed and

invaluable for housing professionals who too rarely

sit down with those who use services, experience

housing need and feel the impact of policy decisions.

At the end of the meeting the clients present

agreed that the notes from the discussions would be

submitted as a collective response from them to the

London Housing Strategy consultation process. Indeed,

after the meeting Homeless Link received two sets of

further comments from clients who had not been able

to attend the Focus Group, but also wanted to be

involved. These were submitted as appendices to the

main response.

Nobody who attended this meeting could be under

any illusion that homeless people do not have plenty to

offer the policy-development process. Certainly not the

GLA who want to continue working with Homeless Link

to meet with the Focus Group, especially in relation

to the Mayor’s commitment to end rough sleeping.

The challenge for the rest of us is to make sure they are

given the opportunities for their voices to be heard.

JESSICA PLANT FROM HOMELESS LINK PROVIDES AN UPDATE ON THE USER INVOLVEMENT NETWORKFORUM, A STAFF LED FORUM FOR THOSE WHOSE ROLE INCLUDES CLIENT INVOLVEMENT IN A VARIETY OF CONTEXTS.

SIMON CRIBBENS FROM THE GREATER LONDON AUTHORITY (GLA) AND HOMELESS LINK’S PAUL ANDERSON REVIEW THE FIRST SERVICE USER CONSULTATION ON THE MAYOR OF LONDON’S DRAFT HOUSING STRATEGY.

Simon at the service user consultation meeting in August. Photo Homeless Link




MeAninGfuL occupAtions, inDepenDent LiVes

Other project work has included a highly creative

socially inclusive community show and a children’s

stories CD recording project. Members are currently

working on designing and running a fashion show

employing recycling, budgeting and craft skills to

create new designs in a time of ‘credit crunch’.

An animation project has also been commissioned

to be run this autumn on the theme of prejudice.

Social Enterprise Development MOP is currently exploring a new social enterprise

inphotography and marketing which will be supported

with photography and writing skills courses. The project

has teamed up with Exeter City Council and the Choice

Based Lettings Scheme where MOP members will be

tasked to take the photographs of properties, edit the

images, write descriptions of properties and local

amenities, and upload all data to the local authority

website. It is hoped that a number of paid positions

will be created in this business.

The various activities and projects that members

participate in can help to develop confidence, problem

solving and team working skills, improve communication

and build a sense of achievement through participation

As a result of members’ feedback and consultation the

service schedule has changed from a monthly timetable

to a term-time programme using the ‘holiday’ periods

to access fun learning activities such as team building

games, bush craft skills, kayaking, sailing and surfing

lessons and map reading on nearby Dartmoor. These

activities promote team working, communication skills,

problem solving, creativity and initiative as well as positively

influencing self-esteem and confidence and providing

individuals with a heightened sense of achievement.

A Typical Week

Each day within MOP there is variety, change and differing

individual experiences, so it is important that the staff

team are genuinely flexible within their roles. A typical

week may involve; inducting new members, carrying out

assessments or reviews, preparing and facilitating groups,

planning new projects, networking and promoting the

service, and one-to-one work with members in line with

specific areas of need. Informal interactions with members

also take place which can lead to the disclosure of

additional specific needs in the areas of housing, health,

advocacy, education, volunteering and more besides.

Consultation

Members are encouraged to attend the weekly

operations meetings. Essentially these are staff

meetings which look at the planning and delivery

of services, health and safety, fundraising and policy.

Members can therefore be very involved in the process

and are part of the decision making alongside the team.

Summary

MOP is providing and facilitating occupational interventions

that are meaningful to their members, in order to build

on engagement and improve positive outcomes. MOP

members have gone on to become employed or attend

courses in the local college thus ensuring social inclusion

into the community.

Resources

For more information, visit www.shilhay.org.uk

The House of Stories: Shilhay’s story-telling, art and music project resulted in a children’s CD and activity book.

MEL JAMES, OCCUPATIONAL THERAPIST, AND MARC COLSON, PROJECT MANAGER, AT EXETER SHILHAY COMMUNITY DISCUSS HOW THE MEANINGFUL OCCUPATION PROJECT (MOP) HAS ENCOURAGED AND EMPLOYED MORE THAN 70 INDIVIDUALS A WEEK AT MANY LEVELS, INCLUDING TEACHING, SOUND PRODUCTION AND VOLUNTEER ROLES.

The Exeter Meaningful Occupation Project (MOP) is part

of Exeter Shilhay Community Ltd, a charity that works with

homeless and vulnerably housed adults. This includes

individuals with mental health and / or learning difficulties,

substance use issues, a history of offending, asylum seekers,

refugees and survivors of domestic violence.

The project offers a range of structured activities for

members to improve and maintain their health, wellbeing

and quality of life, whilst promoting independence and

integration into the community through self actualisation.

The Team

The MOP team consists of a manager, senior project

worker, 2 Occupational Therapists, a project assistant, and

2 part time administration workers. The staff are supported

by a large team of tutors and volunteers who deliver many

of the activities and work with the staff to ensure that the

activities are structured to fulfil members’ aspirations.

Ethos

MOP adopts an ethos of client-centeredness, aiming to

empower members to achieve their aspirations and goals,

through groups and 1-1 activities which seek to build

self- esteem, promote skills and personal development

and enhance social networks.

Process

Through the process of application, induction, assessment

and day to day interaction, staff begin to build positive

relationships with members, gaining a good understanding

of where they are at, and what they want to achieve i.e.

their aspirations.

Through the assessment process, an action plan is jointly

created, encouraging members to attend groups which

will best facilitate their progress, as well as signposting to

other relevant agencies. The activities timetable is created

using the outcomes from assessments in order to make

them meaningful and relevant. The service aims to offer

groups that meet educational, personal and leisure needs

both inside the project, and out in the community.

By working in partnership with other agencies such as

members’ accommodation providers and other key

workers, the team can help to provide a holistic action plan

that takes into account the members’ accommodation

needs alongside their occupational aspirations.

Model The staff use the Model of Human Occupation (MoHO)

to promote a holistic approach to working with project

members. A variety of assessment tools is available to fit

within this framework, including a specifically designed

MoHO-based assessment, the Star Outcomes Measure

and International Treatment Effectiveness Plan (ITEP)

maps. The Wellness Recovery Action Planning (WRAP) is

also offered. This enables the project to be flexible in its

approach according to the varying needs of the members.

Activities

The following table is just a sample of some of the

activities which are regularly offered to members.

A gardening project

Music group

Cooking skills

Employment & volunteering searches

Art

Budgeting and tenancy skills Studio workshops

Football

Information technology

Gym sessions

Relaxation classes

Literacy and numeracy groups



MeAninGfuL occupAtions, inDepenDent LiVes

Other project work has included a highly creative

socially inclusive community show and a children’s

stories CD recording project. Members are currently

working on designing and running a fashion show

employing recycling, budgeting and craft skills to

create new designs in a time of ‘credit crunch’.

An animation project has also been commissioned

to be run this autumn on the theme of prejudice.

Social Enterprise Development MOP is currently exploring a new social enterprise

inphotography and marketing which will be supported

with photography and writing skills courses. The project

has teamed up with Exeter City Council and the Choice

Based Lettings Scheme where MOP members will be

tasked to take the photographs of properties, edit the

images, write descriptions of properties and local

amenities, and upload all data to the local authority

website. It is hoped that a number of paid positions

will be created in this business.

The various activities and projects that members

participate in can help to develop confidence, problem

solving and team working skills, improve communication

and build a sense of achievement through participation

As a result of members’ feedback and consultation the

service schedule has changed from a monthly timetable

to a term-time programme using the ‘holiday’ periods

to access fun learning activities such as team building

games, bush craft skills, kayaking, sailing and surfing

lessons and map reading on nearby Dartmoor. These

activities promote team working, communication skills,

problem solving, creativity and initiative as well as positively

influencing self-esteem and confidence and providing

individuals with a heightened sense of achievement.

A Typical Week

Each day within MOP there is variety, change and differing

individual experiences, so it is important that the staff

team are genuinely flexible within their roles. A typical

week may involve; inducting new members, carrying out

assessments or reviews, preparing and facilitating groups,

planning new projects, networking and promoting the

service, and one-to-one work with members in line with

specific areas of need. Informal interactions with members

also take place which can lead to the disclosure of

additional specific needs in the areas of housing, health,

advocacy, education, volunteering and more besides.

Consultation

Members are encouraged to attend the weekly

operations meetings. Essentially these are staff

meetings which look at the planning and delivery

of services, health and safety, fundraising and policy.

Members can therefore be very involved in the process

and are part of the decision making alongside the team.

Summary

MOP is providing and facilitating occupational interventions

that are meaningful to their members, in order to build

on engagement and improve positive outcomes. MOP

members have gone on to become employed or attend

courses in the local college thus ensuring social inclusion

into the community.

Resources

For more information, visit www.shilhay.org.uk

The House of Stories: Shilhay’s story-telling, art and music project resulted in a children’s CD and activity book.

MEL JAMES, OCCUPATIONAL THERAPIST, AND MARC COLSON, PROJECT MANAGER, AT EXETER SHILHAY COMMUNITY DISCUSS HOW THE MEANINGFUL OCCUPATION PROJECT (MOP) HAS ENCOURAGED AND EMPLOYED MORE THAN 70 INDIVIDUALS A WEEK AT MANY LEVELS, INCLUDING TEACHING, SOUND PRODUCTION AND VOLUNTEER ROLES.

The Exeter Meaningful Occupation Project (MOP) is part

of Exeter Shilhay Community Ltd, a charity that works with

homeless and vulnerably housed adults. This includes

individuals with mental health and / or learning difficulties,

substance use issues, a history of offending, asylum seekers,

refugees and survivors of domestic violence.

The project offers a range of structured activities for

members to improve and maintain their health, wellbeing

and quality of life, whilst promoting independence and

integration into the community through self actualisation.

The Team

The MOP team consists of a manager, senior project

worker, 2 Occupational Therapists, a project assistant, and

2 part time administration workers. The staff are supported

by a large team of tutors and volunteers who deliver many

of the activities and work with the staff to ensure that the

activities are structured to fulfil members’ aspirations.

Ethos

MOP adopts an ethos of client-centeredness, aiming to

empower members to achieve their aspirations and goals,

through groups and 1-1 activities which seek to build

self- esteem, promote skills and personal development

and enhance social networks.

Process

Through the process of application, induction, assessment

and day to day interaction, staff begin to build positive

relationships with members, gaining a good understanding

of where they are at, and what they want to achieve i.e.

their aspirations.

Through the assessment process, an action plan is jointly

created, encouraging members to attend groups which

will best facilitate their progress, as well as signposting to

other relevant agencies. The activities timetable is created

using the outcomes from assessments in order to make

them meaningful and relevant. The service aims to offer

groups that meet educational, personal and leisure needs

both inside the project, and out in the community.

By working in partnership with other agencies such as

members’ accommodation providers and other key

workers, the team can help to provide a holistic action plan

that takes into account the members’ accommodation

needs alongside their occupational aspirations.

Model The staff use the Model of Human Occupation (MoHO)

to promote a holistic approach to working with project

members. A variety of assessment tools is available to fit

within this framework, including a specifically designed

MoHO-based assessment, the Star Outcomes Measure

and International Treatment Effectiveness Plan (ITEP)

maps. The Wellness Recovery Action Planning (WRAP) is

also offered. This enables the project to be flexible in its

approach according to the varying needs of the members.

Activities

The following table is just a sample of some of the

activities which are regularly offered to members.

A gardening project

Music group

Cooking skills

Employment & volunteering searches

Art

Budgeting and tenancy skills Studio workshops

Football

Information technology

Gym sessions

Relaxation classes

Literacy and numeracy groups

Documents

Connect 37