Assertive Outreach - Good practice tips

Assertive and persistent outreach is the most effective working style for bringing entrenched rough sleepers into accommodation. Relationship building using a client-centred and personalised approach gets results. However enforcement also plays an important role and can assist vulnerable individuals into a safer environment.

Outreach workers should seek to understand why a rough sleeper does not want to engage or be accommodated and to identify ways to work through this. Close partnership working with health and social services, the police and mental health services is crucial and can ensure appropriate action is taken and necessary support is available for those who need it.

GETTING PEOPLE IN

TIPS FOR OUTREACH STAFF AND FRONTLINE WORKERS – A PERSONALISED APPROACH

For many outreach workers this information will be common practice, however sometimes it is important to get back to basics. So here are some good practice tips to have a think about:

Utilise your local community – members of the public and local businesses are often a great source of information and have genuine desire to help; this resource can be utilised if a safe and supportive environment is provided.

  • Talk to people rather than use paperwork.
  • Find a level playing-field to start engagement - for example having a cup of tea, using playing cards, discussin football, car boot sales, parks and the outdoors.
  • Get to know people – spend time trying to find out someone’s personal interests it might be sport, music, weather, transport, places of interest. Local history and geography might be a good place to start.
  • Utilise your local community – members of the public and local businesses are often a great source of information and have genuine desire to help; this resource can be utilised if a safe and supportive environment is provided.
  • Tap into local services –park wardens and toilet attendants may hold crucial information; church groups, community centres and libraries may also be able to help.
  • Environment is key – some people may find offices and computers intimidating, but working outside has its limitations, so find appropriate places to engage: cafés, day centres, sheltered spaces. Could you take a laptop to a café or day centre? Ask people where they would like to go. (See case study)
  • Find out what people want – make sure people know what their options are in terms of day services and accommodation provision. Maybe they have been avoiding engaging as they think hostels are the only options.
  • Use new technology – obviously this can be expensive, but phones with internet access mean work can be down outside, in cars and cafés etc.
  • Remember to explore all the options for accommodation; hostels, private rented sector, B&B or traditional hotel lodgings, bedsits and studio flats
  • Provide accurate and up to date information about services – never presume people know about day centres, drop in facilities, drug and alcohol, health support, soup runs etc.
  • Consider the Local Authority - some people may be eligible for support through adult services or statutory housing routes.
  • Maximise people’s income – are people receiving all the benefits they are entitled to? What local funding grants might be available to individuals to help with clothes, furniture etc.
  • Don’t give up – persistence is key.

KEEPING PEOPLE IN

TIPS FOR FRONTLINE STAFF AND HOSTEL MANAGERS

  • Provide quick referral routes into direct access beds.
  • Be flexible as to where people can stay – always ensuring risk management.
  • Be flexible about informal access to help people feel comfortable in hostels before they more in – e.g. allowing people to access meals, hot drinks, communal spaces.
  • Where possible maintain contact with the outreach team, so individuals receive a continuity of service provision.
  • Where possible be flexible with Housing Benefit - explore ways in which Housing Benefit may be fast tracked, maybe online.
  • Set up direct payments to the landlord – you may have to fight people’s case for this, but people with complex needs should be entitled.
  • Maximise people’s income – are people receiving all the benefits they are entitled to? What local funding grants might be available to individuals to help with clothes, furniture etc.
  • Identify and prioritise high risk clients who are likely to abandon and ensure extra support. (link to E&A webpage)
  • Consider social services - some people may be eligible to support through SGVA or POVA
  • If people are in the private rented sector refer to local floating support services or befriending schemes.
  • Hold multi-agency meetings or case conferences to monitor individuals’ progress.
  • Link in with external agencies’ services, such as drug and alcohol teams, day centres, health providers.
  • Don’t put too much pressure on people – patience is required.