Engaging Quake Claimants

and Community Networks

Learning from complex claims and

local knowledge.

Dr Duncan Webb

Expectations

Citizen

• No uncompensated loss

• Comparable treatment

• Time frame accords with

life circumstances

Official

• Compensation according

to policy / law / directive

• Treatment according to

entitlement /

circumstance

• Time frame accords with

Motivations

Citizen

• Concern

• Fear

• Anxiety

• Anger

Official

• Confrontation avoidance

• Esteem

• Internal constraints

• Organisational objectives

Solutions

• Clarity

• Identify decisions and decision maker

• Choice

• Identify citizen choices

• Direction

• Identify imposed constraints and directions

• Empower

• Equip citizen to know / trust / decide

• Incapacity

• Identify those unable to act and tailor response