Consumer Participation

1
Consumer Participation

• Service providers focus group

2
Possible resource kit contents

• Why Introduction to frameworks and models
  politics and evidence housing, homelessness and
  support services
• Plan Build a strategy plan, locate practical
  tools and practice examples
• How Identify tools, methods and models, and how
  to overcome barriers
• Evaluate Review, assess, analyse and evaluate
• Training Build your own workshops for consumers
  and services.

3
Purpose of consumer participation

• To achieve better and more sustainable housing
  outcomes as result of incorporating the
  perspective of consumers in the planning,
  delivery and evaluation of housing and
  homelessness support services.
• Or
• To incorporate the perspective of consumers in
  the planning, delivery and evaluation of housing,
  homelessness and support services and as a
  result, achieve better housing outcomes.

4
Consumer

• A consumer is someone who uses, has used or is
  eligible to use housing, homelessness and support
  services, including those refused services and
  those who have refused services.
• This may include their carers and family members
  when relevant.

5
Participation

• According to the Consumer Charter, consumers can
  expect to be informed about and given
  opportunities to contribute their views about the
  way services are provided and the way the
  organization is managed.

6
Dimensions of participation
7
Degree of participation

• Information
• Consultation
• Deciding together
• Acting together
• Independent initiatives

8

• Information
• The least is that people will be told what is
  planned.
• Consultation
• A number of options are presented and feedback
  is considered.
• Deciding together
• Consumers are encouraged to provide additional
  ideas and options, and join in deciding the best
  way forward.
• Acting together
• Consumers decide together with the rest of the
  organization what is best, and a partnership to
  carry it out is formed.
• Independent initiatives
• Consumers are helped to do what they want -
  perhaps within a framework of grants, advice and
  support provided by the organisation.

9
Decision making domain

• Practice when a consumer takes part in making
  decisions about how their own housing need can be
  met
• Service when consumers take part in the
  planning, delivery and evaluation of housing and
  homelessness services that result in ongoing
  improvements to those services
• Organisation when consumers take part in the
  governance of the organisation, setting its
  directions and priorities.

10
Authentic participation

• Which aspects must consumer participation have to
  avoid tokenism
• Informed consumers provide input into decisions
• Consumers are involved in decisions
• Consumers receive feedback on that input (how it
  informed the decisions).

11
From the Consumer Charter

• Agencies can regularly seek ongoing feedback from
  consumers. Options to do this might include
• Filling in a feedback sheet or questionnaire
• Being a member of a working party or group
• Attending house/service meetings or focus groups
• Attending events such as barbecues or morning
  teas arranged to hear your views
• Being given information about opportunities to
  participate in consumer groups and movements

12
How consumers can participate-your examples
13
What consumers need to participate
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What consumers need to participate

• Opportunity
• Know how
• Time
• Energy
• Commitment
• Child care
• Transport
• Reimbursement
• Training
• Information

15
What organisations need to include consumers in
decision-making
16
What organisations/staff need

• Commitment to change
• Processes that engage staff in decision-making
• Agreement on extent of consumer involvement
• Some one who champions the process, develops and
  implements mechanisms
• Time and resources to
• Review attitudes and beliefs
• Plan and budget for consumer participation
• Anticipate a long time frame
• Implement strategies
• Review attitudes and effectiveness of strategies.