Homelessness Advocacy Service (HAS) - Peer Education Support Program

Peer Education Support Program (PESP) “Through PESP I have been able to transform my experiences into something positive, I have been able to convert what was a harrowing, and in many ways ongoing, experience into something that is positive and meaningful. I finally feel that I am more than a statistic or a consumer, I am a participant in this sector, not only helping myself to achieve the things in life that I deserve, but also paving the way for others like me to have better experiences and outcomes in the future” Zoe, Peer Educator (HAS) The empowerment of vulnerable people who have experienced homelessness is a constant challenge for individuals, organisations and governments. The Peer Education Support Program began as a pilot in 2005. PESP is a consumer program developed by the Homelessness Advocacy Service. A team of six people who have experienced homelessness, PESP provide support, training, consultation, input into the development of government and sector policy and practise, implementation of the Homelessness Assistance Service Standards and the Consumer Charter of Rights and Responsibilities. PESP ensures that those affected by homelessness have a powerful voice in decisions that have a direct impact on their lives. The PESP is an exciting, innovative and inclusive program that will continue to evolve as a vehicle for consumer participation in the homelessness sector.

How to involve consumers in the life of your service How to involve people who have experienced homelessness (consumers) in the life of your organisation/service/agency. Why involve consumers? Systems shape people; they in turn are shaped by people! • Consumer participation fosters a culture of transparency, inclusiveness, accessibility and diversity. • Consumer participation ensures that all affected parties are consulted on practise and policy reviews. • Consumer participation is a Homelessness Assistance Service Standard (HASS) requirement. Compliance will be measured through the accreditation process. HASS Standard 1.2: Consumer participation Consumers contribute to determining the way the organisation provide services. • Recognition by government to include consumers reflects a cultural shift in the homelessness sector, confirming the involvement of consumers in our sector is best practise. Strategies to involve consumers • Does your mission and vision statement currently articulate a commitment to consumer/service user participation? • What is the scope of your organisation to involve your consumers (current or past service users)? • Is consumer participation a strategic goal in your organisation’s policy with identified objectives to engage consumers? A few starting points to initiate consumer involvement: • HASS Self evaluation: is it feasible to invite a past service user to participate on self assessment working groups? • Organisational review or change implementation • Agenda consumer participation at strategic planning/staff meetings • Ensure your organisation has documented systems capturing verbal and written feedback in a consumer and staff improvement log system • Encouraging feedback is standard practise during entry and exit interviews when people vacate emergency accommodation, THM and Rooming House properties • Organise focus groups and/or meetings of people accessing services to gauge feedback on issues • Organise informal social events barbeques, lunches (which might reach a broader range of people than those attending a meeting) • Installing “consumer feedback” boxes in common areas (try to ensure feedback can be provided anonymously) • Whenever utilizing interpreters, wherever appropriate, include questions relating to service provision. • Conduct regular/irregular consumer group feedback sessions to afford consumers an opportunity to provide feedback on organizational policy and practice. • Draft consumer policy and specific PD’s; how do consumers fit within the organisation Identify service users who are at a stage to contribute it is important that the participation is meaningful not tokenistic • Try to create opportunities for reflection even in crisis situations. Ask for feedback do you understand how this service works and why we are following these processes. Are you satisfied with the service you have received? Can you suggest how our service could be more effective • Clearly display your organisation’s policy on consumer participation, complaints policy and procedure, the consumer charter of rights and responsibilities, mission and vision statement code of conduct, processes on how to provide feedback and raise issues • Involve consumer representatives in working parties on specific issues • Establish an ongoing consumer committee that reports to the board or management committee on a range of consumer and policy issues • Consider consumer representation on the board or management committee • In partnership with consumers develop a code of conduct and or set of principles Participation mechanisms need not be exclusive to people who are or have previously used the service, but might involve people who access homelessness assistance services more broadly. There may also be cross-sector sharing of peoples’ feedback, where appropriate, so that the organisation can obtain a bigger picture of peoples’ views. Things to consider include: • Organise meetings in the most accessible locations and at times when people can attend and providing refreshments • Make sure the meeting is well advertised and addresses issues likely to be of interest • Organisations should allocate appropriate funding to support activities that enable people to more fully participate. Always ensure interpreters are available. Consider transport, childcare and meal expenses and also compensate people for their time. • Organise any available financial assistance prior to events and ensure consumers are reimbursed in a timely and efficient manner for out of pocket expenses. • Prioritise people whose experiences may make participation more difficult to secure such as indigenous, youth, disability and family violence. • The organisation should demonstrate a service culture that encourages open and honest communication between consumers and staff about any aspect of the services they receive. • The organisation should encourage staff to develop the skills, competencies and experience required to work effectively with consumers. A review of organisational consumer engagement performance should include: • regularly reviewing policies, guidelines and work plans to ensure mechanisms for consumer participation are appropriate regularly seeking consumer feedback on the development of participation mechanisms to ensure they are reasonable and achievable • auditing feedback or improvement logs • analysing outcomes and take up of suggestions seeking specific feedback from consumers about their knowledge and use of consumer participation mechanisms • reviewing grievance procedures and outcomes measuring against key performance indicators in work plans or through consulting with staff and other key stakeholders • And finally, consult with HAS who are resourced to provide statewide advice to services including assisting services with consumer participation through the Peer Education Support Program (PESP).

Peer Education Support Program Position Description Are you interested in becoming a member of the PESP team? Read on... Volunteer Position Description Consumer Participation Organisation The Council to Homeless Persons (CHP) is a peak body of homeless person’s agencies and individuals affected by homelessness. CHP is involved in analysis and development of policy, managing major projects and raising community awareness about issues of homelessness. Service The Homelessness Advocacy Service provides state-wide advocacy to people who have a complaint with any of the 300 + Office of Housing funded homelessness services in Victoria including SAAP, THM, Rooming House and community housing. The Homelessness Advocacy Service (HAS) is an initiative of the Victorian government’s Homelessness Strategy aimed at securing and protecting the rights of people experiencing homelessness, improving service delivery and resolving issues through effective complaint management. PESP is a program of the Homelessness Advocacy Service. Six people who have experienced homelessness are engaged as volunteers. PESP aims to improve policy and practise within the Homelessness Service Sector through consumer participation. This includes collaboration, peer education and support, training, policy and practice development, consultation and advocacy for systemic change. Governance/Management Structure The HAS is a program of the Council to Homeless Persons, managed by the Chief Executive Officer and governed by a Board of Directors. PESP is a program of the Homelessness Advocacy Service. On a day to day basis the consumer participants are supervised by the PESP Team Leader who is responsible to the Homelessness Advocacy Service Coordinator. Position Status Volunteer Consumer Participant, Peer Education Support Program. Fixed term (10 months). The minimum requirement of the Consumer Participants will be between 3 – 6 hours one day per week. Induction training will be provided both internally at CHP and externally. After the initial training period of one day per week for 8 weeks, times will vary in accordance with requests and training opportunities. Variable hours to be negotiated with the PESP Team Leader. Key Tasks Please note that Consumer Participants will receive training in all tasks outlined in the Position Description. Public Speaking Volunteer Duties: • To share individual experiences of homelessness and the effects of homelessness in a wide range of formats and forums. Consultation/Collaboration Volunteer Duties: • To provide consumer consultation to a range of services within the Homelessness Service Sector including services, the OoH, Victorian Government, community groups. • To provide appropriate information regarding internal and external grievance procedures. • Attend meetings, forums and seminars as negotiated with the PESP Team Leader • Facilitate consumer focus groups (training provided) • Provide services with consumer feedback and input into service reviews, evaluations, policy and procedure and development of resources. Information Development & Provision Volunteer Duties: • To work with HAS in the development and provision of information on the role of PESP in a wide range of mediums and formats. • To ensure that relevant and up to date information on the role and activities of the service are available to service users (and prospective service users), homelessness service providers, the Department of Human Services, and other relevant groups and individuals. Consultation & Collaboration with Key Parties • To work with funded services, Office of Housing, Department of Human Services, and other relevant groups and individuals, developing strategies to further consumer participation in the Homelessness Service Sector (HSS). Internal • To assist in the recruitment of HAS staff including participating on interview panels • To assist HAS evaluation of the HASS standards • To advocate for systemic improvements in the HSS through policy input Information Dissemination • To develop and produce a bi monthly consumer newsletter to be distributed throughout the HSS Special Projects • To participate in project activities of HAS. • To promote, facilitate and support consumer participation in service and policy provision. Provision of Training • Through HAS, to develop, promote and deliver training to the Homelessness Service Sector (both service and service user) and other interested groups as requested, based on a rights based framework. • To assist HAS with the state-wide implementation of the Homelessness Assistance Service Standards • • To assist HAS with the state-wide implementation of the Consumer Charter of Rights • To assist HAS with the state wide implementation of the integrated complaints mechanisms Other activities as negotiated. Key Selection Criteria:  Mandatory: Experience of homelessness and contact with homeless services and/or other homelessness government/non-government funded programs  Mandatory: Ability and willingness to speak publicly from personal experience regarding homelessness  Mandatory: Ability and desire to work closely within a team requiring cooperation, inclusiveness, effective listening skill and respect for diversity.  Mandatory: commitment to participate in accordance with CHP’s policies and procedures.  Good verbal communication skills and ability to engage with a wide range of people.  Demonstrated understanding of the needs and interests of people using SAAP funded services, policy and practice.  Demonstrated reliability, flexibility and ability to organise priorities and commit to negotiated activities  Demonstrated commitment to well-being of others, willing to listen and respond without judgment, blame or bias  Demonstrated commitment to people’s rights and mechanisms to enable people to realize their rights  Willingness to travel (All travel arrangements and costs covered by HAS)  Understanding and commitment to the principles of confidentiality and privacy • Desire to work collaboratively in partnerships with a range of individuals and services to achieve desired outcomes Remuneration Consumer Participants will be reimbursed for travel, meals, childcare and out of pocket expenses incurred as a result of engaging in PESP activities. Police Checks It is a mandatory requirement of the Council to Homeless Persons funding body, that all employees and volunteers engaged in human services undertake a Police Records Check. This will be considered in strict confidence by the HAS Coordinator and PESP Team Leader. It should be noted that a volunteer applicant is not automatically precluded from a placement on the basis of having a police record. Applicants will be provided with CHP’s recruitment & selection policy and procedure prior to interview. Applications Applicants are requested to write a response to the Consumer Participation position description. Applicants should also nominate two referees (one who works within the homelessness service sector). It is not necessary to respond in detail to the selection criteria but responses should clearly indicate an understanding of the position, the ability and willingness to participate. Applications close: Applications can be mailed or sent electronically. Applications to be addressed to: Ms Annie Paliwal Coordinator Homelessness Advocacy Service 34 Brunswick St Fitzroy 3065 annie@chp.org.au

PESP Sector Activites August 05 Employment of Consultant to develop PESP model. Consultation. PESP Model developed including PD’s. September 05 Advertising, interviewing and recruitment. October / November 05 PESP induction OH&S, meet HAS and CHP staff, review program, roles responsibilities etc. Commencement of 8 week training and team building. Training and professional development – Ongoing Developed a PESP ‘code of conduct’ Consultation with Homeground regarding engaging PESP in consumer participation with program review Consulted re: Youth Forum and Presentation Attendance on HAS Steering Committee – Ongoing Participation in HAS staff interview panel - Ongoing Utilized as Peer Researchers to conduct interviews with service users for Homeground with their annual stakeholder review. December 05 Training and professional development – Ongoing Article “The Peer Education Support Program” distributed in Parity January 2006 Prepared a presentation for the 4th National Homelessness Conference in Sydney Provided formal feedback to Homeground regarding their Stakeholder review process. February 06 DHS consultation re: Charter of Rights Layout and format March 06 Attendance and presentation at the 4th National Homelessness Conference in Sydney Two national radio interviews: Triple J and ABC Consultation with DHS re: CHART – discussion around the possibility of PESP facilitating focus groups with consumers Commenced developing a guide to involve consumers in the life of homelessness services. April 06 Facilitated four focus groups on behalf of DHS re: CHART development Consultation with Barwon South West working group re: regional forum “More than Tokenism” Consultation with Sacred Heart Mission regarding engaging PESP with consumer participation in program review Joint presentation with PILCH at Lodden Mallee regional forum “Putting Human Rights into action: Using Human rights in Homelessness Advocacy and Service Delivery” May 06 Participated in the ABS forum :Counting the Homeless” Feedback into the Melbourne City Councils Homelessness Strategy consultation process. Training session for Brophy re: Consumer Participation and levels of Participation Presented at Victorian Government Family Violence Launch Interviewed by 10 Network, aired on 5pm news broadcast. June 06 Meeting with consultant regarding PESP evaluation Developing Mentoring PD’s for current PESP to consider in 2007 Present training session at Brophy’s ‘Consumer Participation’ Present at the Barwon South West Homelessness Forum July 06 Presentation at the Homelessness Network Practice Forum Developed in collaboration with HAS staff HAS / PESP consumer workshop to be held in November – Ongoing Draft plan for DVD ‘Strengthened Advocacy through Participation’ Aug 06 Collaboration with Sacred Heart Mission (SHM) in the development of service review processes. Utilized as Peer Researchers to conduct interviews with service users within SHM’s program review. Presented at the Consumer Charter of Rights and Responsibly launch. Sep 06 Presented at the Warnambool Sleep out Presented at the statewide SAAP induction training Oct 06 Presented at the Grampian’s Regional Forum Participated at the City of Melbourne’s Homelessness Action Plan Meeting Attendance at CHP AGM Nov 06 Presented at SAAP and Young Women’s Crisis Service, Ballarat CHC Presented at the CHP, RDNS Health and Homelessness Forum Presented at the Magistrate’s Court Liaison Officer launch, Melbourne City Mission Presented at Springboard Youth Refuge, Box Hill Input into the SAAP: Designing a Survey Instrument commissioned by the SAAP Coordination and Development Committee through FaCSIA. Dec 06 Presented at Melbourne City Council’s Safety Strategy Planning meeting. Participation in the RDNS planning and preparation meeting for the 2007 community festival on going Jan 07 Interview on 3CR morning show regarding Homelessness Interview on 3CR Rooming House radio re HAS and PESP, this has become a regular gig whereby consumers, through PESP are able to articulate their issues directly through the medium of radio. Consultation with Health Time re engaging PESP for evaluation of Health Time program Feb 07 Interview with the Age re RMIT Homelessness report on research authored by Guy Johnson. Attendance at the launch of research by Guy Johnson Consultation with the Inner East Mental Health alliance Participation on the Street Smart committee Consolation with the Australian electoral Commission regading why to engage homeless people with State and Federal elections. Temporary employment at CHP in admin position (F/T 2 weeks) Temporary Employment at RDNS as events coordinator (P/T 2 months) March 07 Input into CHP’s presentation at the YACVIC national Youth Forum Participation on the Community Managed Rooming House (CMRH) reference group. Consultation with the Department of Human Services regarding the implementation of Framework or SHARF, and planning for consumer consultations Participation on the panel at the Parity Launch “As much right” re Youth homelessness issues Consultation with Department of Justice re the development of Homelessness guidelines for good and service and accommodation providers – ongoing Participation on the Department of Justices working group re the development of the homelessness guidelines for good and services and accommodation providers Participation at the “Where the Heart is” community Festival – role to assist with set up and clear up, gaining feedback from participants, children area and photo booth April 07 Input into CHP’s submission to the National Youth enquiry. Participation at the National Youth Enquiry hearing. Interviews with the Department of Justice re the development of a training resource for the implementation of the Homelessness Guidelines for Accomodation and Goods and Service Providers. PESP participant interviewed Andrew Dimetriou (AFL CEO)on behalf of the Department of Justice Homlesseness Guidelines. Peer interviews for Health Time Consumer consultation on the development of a service user survey designed to evaluate the effectiveness of the Housing Establishment Fund Consultation re Melbourne City Council evaluation of homelessness in regards to their safety strategy May 07 Attendance and participation at YACVIC National Youth Forum Participation in Interview techniques training workshop Peer Consultants for Scared Heart Mission Presentation at Sacred Heart Mission Employed as Peer Researchers for Melbourne City Council resarch into homelessness.

PESP Stories Zoe’s Experience As a member of the PESP team I have been given many opportunities that would be otherwise difficult to achieve. I have been provided with a fantastic support network of both workers and peers whom are similarly minded and full of information, which they are willing to share and we incorporate each other’s experiences into our own world-views. The ability to have a voice within a sector that has, in the past, been isolated from the experiences and feedback from the people that they are trying to assist has been an empowering experience. We are not only heard but we are appreciated and taken seriously, which in turn has made my ability to develop my own self-respect soar. I have been able to finally feel that I am more than a consumer, I am a participant in this sector, not only helping myself to achieve the things in life that I deserve, but also paving the way for others like me to have better experiences and outcomes in the future. I have been able to transform my experiences into something positive, I have been able to transform what was a harrowing, and in many ways ongoing, experience into something that is positive and meaningful. Every person on my team has a unique story to tell and our experiences are all different but despite this we each recognize that all of these experiences are valid and important contributions to the work that we do. We are able to show others that this is possible, that the issue may be huge but there are no invalid experiences, that every person has a voice that should be heard and that despite what we have gone through we are still determined to be valued, respected and positive contributors to society. I am committed to continuing a constructive dialogue with all key stakeholders in the issue of homelessness, to breaking down the stereotypes that have plagued my life, such as that homelessness equals hopelessness, that I am not a valuable member of society because of an event in my life that I had no control over. People who are homeless are people first, their situation is not a category in which they can be placed so that the issue can be identified as “too hard”, each person who has experienced homelessness has a story to tell, and I have been lucky enough to be given the arenas in which to tell my story, but mine is only one of many. PESP recognizes the responsibility we have to the people who are homeless now, the people who have been homeless in the past and the people who may become homeless in the future, to give them a voice, and to enable that voice to be heard. What PESP means to me! Tim “The chance to make the world a better place” “Working with a group of people who support one another” “Being recognized, that, as consumers our input into service delivery and homelessness issues, is worthwhile and valuable” “The opportunity to address the power imbalances that exist in homeless services” “Representing those marginalized members of the community who are unable to articulate the issues surrounding homelessness” “Breaking down the stereotypical view of what and who are homeless people, within the homeless sector and the community at large” “Being respected” “Receiving valuable training and insights that make me a more effective advocate for social justice” “Developing and growing a network of friends and colleagues” “Doing something I really believe in” So What Motivated me to join the PESP program? Tojo My life is usually all over the place. Things just happen and l have to deal with them, often resulting in other, even more disagreeable events transpiring. There’s a popular saying to that effect, I’II sanitize it slightly, “Stuff Happens!” Nothing new, so the little story I’m going to tell isn’t based on any amazing turn of events, just an event I thought was worth sharing. It was June, l wasn’t feeling very alive and l was pretty much convalescing. It was also the time pest control was carried out in our building. I didn’t see this as being a problem. I had complied with all conditions to enable the pest eradication process. I was at home, had made access to the areas they bait (behind the heaters and fridge) and they’d be gone in five minutes. Right? Wrong! A mate had dropped me off some audio equipment, the day before and it was still just sitting in a pile in the middle of the room. I had moved these to allow access. As I said l was feeling unwell, too poorly to admire my new toys, lovely big speakers, amps etc. and too crook to have a play with them. If I wasn’t up for that, l definitely wasn’t up for the shabby verbal treatment and patronizing attitude l got from the housing worker that accompanied the pest guy. Even if l felt over the moon I wasn’t going to let this person get away with the amount of condescension and disrespect l got from him about my belongings and where they were sitting, where they should be, a quality and quantity inspection. The worker must have got out of the wrong side of bed that morning as more than a quarter of all the residents put their hand up to initiate grievance procedures regarding his attitude and general manner. He even told one resident that he had to get rid of his collection of books because they constituted a fire hazard (Just sitting there innocently on a bookshelf against the wall, they might have exploded into flames at any moment!) Another resident who got the same sort of treatment (total dismissal of concerns raised) had asked the Tenants Union to send someone out here to address the many complaints this housing worker had generated that day. The person from the Tenants Union was very good and spoke with everyone that had raised concerns. Most residents wanted to initiate ‘counter claims’ for the uncleanliness of the communal areas. I wanted to make a complaint that l was treated very unfairly and my rights as a person were not taken into account. Getting back at someone wasn’t my motivation, l thought about the people that would just bow down under that sort of treatment, not even aware that they had any rights and never challenge. Basically l wanted this housing worker to be made aware of his bad practices and for these practices to go the same way as the dinosaurs. But who dealt with these issues, the Tenants Union, palaeontologists? l was directed to the Homeless Advocacy Service (HAS). Everybody wants to be treated with dignity and respect, but often with homeless and marginalized people, this angle is rarely put into practice. What are they going to do? Cry to Mummy? Take the attitude to court? With someone from HAS supporting me l was easily able to name my specific complaints and the guidelines and standards they had breached. Help was given to draft up a letter detailing the events from my perspective and l felt well supported all the way through the process. I was accompanied to the meeting with my landlord by a HAS worker (for moral support and an independent witness) and got a favorable outcome, that is the landlord listened to me and responded to my concerns. HAS provided follow-up support and l was amazed to find out that no one l talked to had heard of them and what they do. They’re not a secret society, I checked, but there’s a hell of a lot of people out there that could use their help and don’t know they exist. Because l had someone with the knowledge of what rights had been breached in my particular case, and the fact that l was treated respectfully it made me to feel confident to complain to my landlord about one of their workers. The support empowered me. However it was draining! I enjoy writing, so I wanted to do most of it myself. However the `independent eye` that proofread what I had put on paper was a huge help. I was drawn to one conclusion; “I’ve got to tell people about what these guys do!” After this process I went back to being in a rut, trying to think of a reason to get up each morning and slowly self-destructing when I couldn’t. I rang HAS a couple of times to say hello, l kept any negative stuff to myself and we had a couple of nice chats before I said my final “Thank you and see ya round.” Then Stuff happened. I was running the excuse `to see if your legs have stopped working` by my brain as a reason to get up, and the phone rang before I had rejected the likelihood of any leg paralysis. Six volunteer positions were being created within HAS, to work in a Peer Educator Support Program and I was invited to apply if I was interested. Guess what my answer was? Go on, guess! It is such a good reason to get up, even at only one day a week, I can put effort into it at any time by writing things down either to facilitate a decision or to explain and record one. The idea to get a team together that has first-hand experience with the difficulties associated with homelessness is not brand new. It is a really good one though! PESP has provided me with an in-depth understanding of homelessness, homeless sector, relevant policy and procedures. I have a satisfaction due to a feeling of ‘giving something back to the community’ and being able to advocate for domestic violence victims and people who are homeless. PESP is an opportunity to express my views and ideas as well as to give constructive criticism of existing policies, practices, views and planning in the homeless sector, development of public speaking skills, enhanced self-esteem, and increased tolerance of personal differences whilst working in a team and development of friendships with peers. Kathy I am a single mum with two children. Being a member of the PESP team has improved my life and the lives of my children immeasurably. Homelessness had left me with no confidence, isolated and afraid of failure. PESP gave me a chance to use my experience in a meaningful, positive way. Consulting with homelessness services to improve service provision, contributing to special events such as the National Homelessness conference, the RDNS Homelessness Community Festival, advising services on consumer participation and much more, has returned my confidence. I now feel connected to society and know that I contribute as a member. My children and I are now much healthier and happier. I am lucky to have been a part of such an amazing program! Cassandra At first my motivation to join PESP was to gain skills, knowledge and experience in the community sector. I had previously been trying to organise running my own group youth activities and deciding if Youth Work was what I wanted to do. Since being in PESP I have began improving in the areas I set out to and also in lots of other areas I didn’t expect. My first public speaking event was at the National Youth Enquiry, I was nervous but I thought I could share some of my experiences and hopefully provide valuable info. I started talking; the commissioners were really interested and asked me lots of question so my nervousness disappeared. It felt good to be treated respectfully and my opinion valued. The training and opportunities I have had through PESP has helped increase my confidence, self esteem and self respect and have opened my eyes to what I can achieve. Lauren