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Listening & co-construction with the citizens French initiatives

Contact: Françoise Waintrop, francoise.waintrop@modernisation.gouv.fr

If the State offered you money, would you accept it?

Up to 70% of people in France say no!

• In France 14% of the population is « poor »*

• 8.6M people live under the poverty line*

• This rate is constantly increasing

• However 40% to 68% of people elegible for social assistance don’t request it**.

« Non-use of social assistance » in a few words

Lack of information

Complexity

Social stigma

Geographic remoteness

KNOWN BARRIERS**

* Source INSEE **Source Observatory for non social assistance use Odenore https://odenore.msh-alpes.fr/. According to this observatory the estimated rate is 40%, and 68% for the RSA (Revenu of active solidarity) activity.

4

Methodology

Action research in two territories

Seine-et-Marne Loire Atlantique

Double diagnosis (observation and interviews) • To users and users’ associations

• 60 interviews (30 per territory) • 3 profiles of non-users: people living

alone without employment, poor workers, poor retired people living alone

• To technical services and social workers

Submerging Test co-constructed solutions

Social assistance categories concerned by the study: RSA, health assistance (CMUC, ACS), assistance to elderly people (ASPA) and assistance to housing (APL, ALS).

• Co-construction workshops with different stakeholders: State employment agency, Welfare institutions (CAF), General Council, …

• Choice of the measures to implement and tests

Solutions tested

1. « I don’t go looking for information spontaneously »

2. « There are as many counters as assistance »

3. « One needs to be an expert to understand the elegibility rules »

4. « I don’t have contact with the administrative services »

1. Tailored information comes to me…in the right time thanks to coordination between stakeholders � Ex : Sending a letter to people about to lose their

rights (exchange of information between the Employment Agency and Welfare benefits CAF)

2. Organisation among administrative

stakeholders to hide complexity to the citizens when it’s not possible to end it � Ex : joint meeting with CNAM/ CNAF

3. We guide you step by step to

simulate your rights � Ex : assistance simulator mes.aides.gouv.fr (in beta –

test) : 360° screening of different types of assistance after replying to some questions

4. We have relays within civil society (co-delivery)

� Ex : training offered to volunteers of the Catholic Relief to use the website mes.aides.gouv.fr

• The goal of temporary placement of elderly people: to keep them the longest period possible in their own home (law about the adaptation of society to ageing)

• Law that takes into account the health of the helpers with the notion of « Right to rest »

• Despite the availability, the take-up rate

of these placements is low: average 56% for temporary placements, 47% for day care placements

• The offer still remains « scattered » within

non specialised instituitions linked to retirement homes.

« Non-use of temporary placement of elderly people » in a few words

Financial barriers

Complexity

KNOWN BARRIERS

7

Methodology

Submerging in two territories

Seine-et-Marne Vendée

Diagnosis from a behavioral economics perspective (interview and document analysis)

Submerging Testing co-created solutions

• One day « Innovative connexions » of exchanges between practitionners (public, private, associations) to: 9 Confront experiences 9 Adress lack of understanding and imagine new solutions

adapted to the users’ needs: observing behaviours and describing practices based on methods inspired by ethnography and design.

• In the end of the day, the ideas were materialized in prototypes and tested by the users (temporary placement voucher)

• Determine the phychological mechanisms that are at the

origin of the non use of the temporary placement for elderly people

• Make sure that you mobilise the right levers

Make an in-depth diagnosis through an analysis of behaviours

Around 160 people met in the framework of the study of practices: • 30 elderly people • 30 helpers • 90 professionnals • 10 institutional representatives About 10 days of submertion in temporary placement institutions

Some barriers identified in the framework of the study about behaviours

Stakes and goals for the implementation of the information campaign • Inform and give tools for near-by professionals,

already in contact with the users, so that they can relay information.

• Convince the helper that his/her need for support is recognized and that there are solutions.

• Improve local visibility and understanding of temporary placement services.

Some pshychological barriers identified: • Guilt • Afraid of getting old (helper and elderly people) • Statu Quo (helper and elderly people)

• The guilt of helpers (1/2)

Solutions: make use of cognitive bias

Psychological lever

Message Proposals Feedback Vendée

General

The helper has the right to rest (it’s normal and necessary)

Take care of oneself, is being able of taking better care of others

Take care of yourself to take better care of people around you

Who can be there 24/7 ?

You support someone, you also have the right to rest. Solutions exist: temporary placement & Temporary placement, an occasion to rest for you and your relative

You are helpers, you can also be helped

To take care of your relative, think also about yourself! & Need to rest? Think about temporary placement. &

Remind the helper that his/her life is not limited to the elderly person

Think also about your other family (children, grand-children,…)

Temporary placement: solution to find sometime You need time for yourself, think about day care!

• The statu-quo

Solutions: make use of cognitive bias

Psychological lever

Message Proposals Feedback Vendée

Avoid the regret of the helper

Temporary care is ideal for the elderly people because she’ll be helped by competent people

It’s ideal for your mom because she’ll be taken care by professionals

Avoid the regret (helper and elderly person)

Other people tested it, which limits the risk of failure A lot of those who tested it would have liked to have known it earlier &

General

The temporary care recreates a familiar framework for the elderly people

I’ve been going there for the past 3 years , I feel like at home in temporary placement

Temporary placement is a bit like home & The situation might change: it’s necessary to anticipate to find solutions

You’ll need to leave for a while: think about temporary placement for your relative

Listening & co-construction with the citizens

Methods anchored on - Listening, instrincically part of co-construction with stakeholders - The field knowledge (submertion): the experience of the users is not always captured through

declarations and data. There’s a need to start from the field to make sure that the problem is well formulated

- The use and real behavious of the users