consumer representation resource kit: for services and people with lived experience … ·...

Homelessness Industry Partnership, a partnership of Domestic Violence NSW, Homelessness NSW and Yfoundations

CONSUMER REPRESENTATION RESOURCE KIT:

FOR SERVICES AND PEOPLE WITH LIVED

EXPERIENCE OF HOMELESSNESS

January 2018

Consumer Representation Resource Kit: for services and people with lived experience of homelessness 2

Contents

1. WHAT IS CONSUMER REPRESENTATION?.............................................................................................5

WHO IS THIS RESOURCE FOR? ..................................................................................................................................................................... 5

WHAT IS A CONSUMER ADVOCATE? .......................................................................................................................................................... 5

WHY HAVE CONSUMER ADVOCACY? ......................................................................................................................................................... 6

HOMELESSNESS SERVICES ARE REQUIRED TO SUPPORT CONSUMER PARTICIPATION ............................................................................. 7

WHAT ARE THE BENEFITS OF CONSUMER ADVOCACY? ........................................................................................................................... 8

PRINCIPLES TO SUPPORT CONSUMER ADVOCACY .................................................................................................................................... 8

2. SPECIFIC INFORMATION FOR ADVOCATES ........................................................................................11

CAN I BE A CONSUMER ADVOCATE? ........................................................................................................................................................ 11

AGREEING ON EXPECTATIONS ................................................................................................................................................................ 12

TIPS FOR PUBLIC SPEAKING ........................................................................................................................................................................ 14

TELLING YOUR STORY................................................................................................................................................................................ 15

TAKING CARE OF YOURSELF ..................................................................................................................................................................... 16

3. SPECIFIC INFORMATION FOR ORGANISATIONS ..........................................................................17

PREPARE AND PLAN FOR CONSUMER ADVOCACY ................................................................................................................................. 17

SUPPORTING CONSUMER ADVOCATES .................................................................................................................................................... 18

OVERCOMING BARRIERS TO PARTICIPATION .......................................................................................................................................... 19

AGREEING ON EXPECTATIONS ................................................................................................................................................................. 20

ETHICAL PRACTICE GUIDE FOR SERVICES ................................................................................................................................................ 21

SELF CARE ................................................................................................................................................................................................... 22

ENDNOTES ......................................................................................................................................................23

© Homelessness NSW 2017

This resource was developed by Rochelle Braaf, Project Manager for the Industry Partnership’s Sector Development Project, in consultation with SHS staff and people with lived experience of homelessness.


Figures, boxes and tables

Figure 1: Three approaches to dealing with social issues ..................................................................... 6

Table 1: Benefits of consumer advocacy ............................................................................................... 8

Box 1: Canadian Lived Experience Advisory Council’s principles for consumer engagement .............. 9

Table 2: Degrees of consumer engagement ........................................................................................ 10

Box 2: Steps in developing a consumer participation plan .................................................................. 17

Table 3: Responses to barriers to participation ................................................................................... 19

Box 3: Ethical practices for consumer advocacy .................................................................................. 21

Acronyms

NSW New South Wales

SHS Specialist Homelessness Services


Acknowledgements

This resource has been developed for the NSW Specialist Homelessness Services (SHS)

sector. It was developed in consultation with people with lived experience of

homelessness and homelessness staff from the SHS Sector in NSW.

In particular, the author would like to extend thanks to Talie and Gina, consumer

advocates working with Homelessness NSW, for their time and insights that

contributed to the production of this resource.

The author would also like to thank Chris Hartley for his extensive knowledge of

consumer representation and advocacy that have helped guide and shape the

development of this resource.


1. What is consumer representation?

Who is this resource for?

❖ People who use homelessness services (that is, consumer advocatesi) who are interested in

helping to develop homelessness services, policy or service systems.

❖ Specialist Homelessness Services (SHS) staff who are interested in supporting and working

with consumer advocates in their organisation.

What is a consumer advocate?

A consumer advocate is someone with lived experience of homelessness and who:

• gives advice about issues that affect them; e.g. may help plan a new program, policy, set

service priorities, participate in projects or advise on ways to improve services.ii

• advocates for the rights of people to services and government, especially the needs of

marginalised groups, such as women, ethnic, sexual and gender minorities, people with

disability or mental illness.iii

To be a consumer advocate, a person needs information about the service they are assisting and

opportunities to contribute.

Case Study

Joe is a young man with experience of sleeping rough and couch surfing. He was recently asked by

his Case Worker if he would be interested in sitting on a Consumer Advisory Group to help guide the

SHS organisation’s policy and programming.

Joe now participates in a group of 10 consumer advocates, attending monthly meetings, facilitated

by the Case Manager. Meetings help to connect members and create a positive dynamic. Members

received training in facilitation, and will receive training in public speaking, negotiation and other

subjects. Members are paid.

Joe enjoys the opportunity to contribute and finds his confidence and self-esteem have improved.

He feels this experience will also assist him in future employment.


Why have consumer advocacy?

Consumer advocacy is based on the principle that people have a right to be included in decisions

that affect them, including about processes or services that affect their housing situation.

Contributing to the development of your community is an internationally recognised human right.

United Nations Declaration on the Right to Development,1986:

Recognizing that development is a comprehensive economic, social, cultural and political process,

which aims at the constant improvement of the well-being of the entire population and of all

individuals on the basis of their active, free and meaningful participation in development and in

the fair distribution of benefits resulting there from…. Human rights based participation is an

important tool to empower people living in poverty by allowing them to exercise their voice to

influence relevant decision-making processes.iv

The idea of a right of consumers to participate in the development of services is a shift from earlier

charity and a needs-based approaches. These approaches aimed to ‘help disadvantaged people’. A

rights-based approach is more empowering and inclusive for people with lived experience of

homelessness and builds better services (see Figure 1).v A human rights approach also addresses

the causes of homelessness, instead of just focussing on how problems manifest.

Figure 1: Three approaches to dealing with social issues

CHARITY APPROACH

Focuses on problems, not causes

Sees consumers as victims and deserving of assistance

Sees the rich as having a moral responsibility towards poor

Focuses on inputs, not outcomes

Emphasises increasing charity

NEEDS APPROACH

Focuses on immediate causes of problems

Sees consumers as objects of interventions and deserving of

assistance

Recognises needs as valid

Focuses on input and outcome

Emphasises meeting needs

RIGHTS APPROACH

Focuses on structural causes and problems

Sees consumers as entitled to assistance, with claims on legal

and moral duty bearers

Empowers consumers to claim their rights

Sees consumers as actors and partners in the design and implementation of services

Focuses on process and outcome

Emphasises realising rights


Homelessness services are required to support consumer participation

The New South Wales (NSW) Government has Homelessness Quality Assurance System Standards

for specialist homelessness services. These standards require SHS providers to support people to

make choices and decisions about the services they receive:

Standard 1: Promoting, upholding and exercising rights

Consumers receive services that promote and uphold their rights and

safety, and support them to effectively exercise those rights.

Standard 3. Decision-making and participation

Consumers are actively supported to make choices and decisions about

their service and to actively participate as a valued member of their

chosen community.

These standards set important requirements for organisations that ultimately lead to more

effective services, ones that are inclusive and empowering for people with lived experience.


What are the benefits of consumer advocacy?

Consumer advocacy has benefits for people with lived experience of homelessness and services.vi

Table 1: Benefits of consumer advocacy

BENEFITS TO PEOPLE WITH LIVED EXPERIENCE BENEFITS TO ORGANISATIONS

Gain recognition for unique expertise, turning

the trauma of homelessness into a positive

Develop new skills, e.g. negotiation, giving

feedback, policy making or advocacy

Build decision-making capacity

Build confidence and self-esteem

Increase ability to navigate the service system

Increase employment prospects

Opportunities to network and represent others

Opportunity to make changes to services and

policy

Tailor services to better meet needs

Create more user-friendly services

Support better and more sustainable outcomes

Identify problems and opportunities in services

Increase understanding of consumer needs

Increase capacity to navigate difficult situations

Improve awareness of changes on the street

that can impact on consumers

Access diverse experience and skills

Access fresh ideas and perspectives

Increase opportunity for more creative or

innovative projects and activities

Gain credibility among consumers

Reduce consumer resentment or suspicion of

funding decisions

Gain advocates for the service

Support better and more sustainable outcomes

Principles to support consumer advocacy

People with lived experience of homelessness can be vulnerable and often have experiences of

trauma. To be sure that people are not harmed by participating, it is important that inclusion

strategies are built on strong values and principles. The Canadian Lived Experience Advisory Council

has seven principles for consumer engagement in homelessness services.vii SHS organisations are

encouraged to adopt these as good foundations for supporting consumer advocates.


Box 1: Canadian Lived Experience Advisory Council’s principles for consumer engagement

1. Perspectives of people with lived experience of homelessness are placed first and forefront

Ending homelessness demands changes to economic and social systems that address inequality and

oppression. This will only happen when the perspectives of people with lived experience of homelessness

are placed first.

2. People with lived experience of homelessness are included at all levels of an organisation

Seeing people with lived experience only as service recipients or research subjects won’t transform systems

to end homelessness. Policy, research and organisations need their insight and leadership at all levels.

3. The time of people with lived experience is valued and supported appropriately

Value a person with lived experience the same as any other worker. Appropriately compensate their time

and expertise in payment (not token gift cards or honorariums); ensure barrier-free access, childcare and

provide transit fare. Create a safe and welcoming environment. Avoid long meetings and processes that can

be draining.

4. Stigma and oppression are challenged and dignity promoted

Oppressive ideas, attitudes and practices undermine the dignity of people facing homelessness. Provide

social inclusiveness training to all staff; confront oppression where it occurs; educate around the

intersectionality of inequity based on gender, race, age, dis/ability, sexual orientation, immigration status,

poverty etc.

5. Expertise of people with lived experience is recognised through inclusion in decision-making

Consumer representation is more than sitting on a committee. Real participation requires space for the

voices of people with lived experience, listening to their expertise and appointing them to decision-making

roles.

6. People with lived experience enjoy equitable representation

Consumer advocates must have equal representation in decision-making, e.g. equal voting rights on boards

and committees, staffing and other roles. This may require a gradual process of organisational change.

7. Services and people with lived experience engage in authentic relationships

Ending homelessness requires transforming unequal power relationships to ones that are authentic. People

with lived experience should be equal partners on boards, committees and staffing. Cultivate an

environment of caring, acceptance and openness, where everyone’s contribution is acknowledged.


Different ways to participate

People with lived experience of homelessness can to contribute to services in different ways with

varying different levels of commitment. Some ways of participating do not take up a great deal of

time and do not involve public speaking. It is also worth considering different ways to contribute

depending on whether or not a person is currently experiencing homelessness and its impact on

their support needs, time and capacity. Different strategies offer advocates more or less power to

make changes to a service. See below for types of participation.

Table 2: Degrees of consumer engagementviii

LEVEL OF CONSUMER ENGAGEMENT

TYPE OF CONSUMER PARTICIPATION

EXAMPLES

HIGH

Consumers and workers jointly make decisions

Consumers are involved in planning meetings

Consumers participate in developing their own care plans/ treatment

Consumers and workers design and produce a resource guide, e.g. for people sleeping rough

Consumers regularly participate in staff or board meetings

Consumer representatives participate in staff recruitment and staff performance appraisal

Consumers make the decisions

Consumers direct the activities of their homelessness worker

Consumers initiate and direct projects or programs with service workers involved in a supportive capacity

MID Non decision-making roles

Consumers are involved in resource development

Consumers are supported to conduct their own group activities

Consumers give advice on projects or programs designed and run by service workers

Consumers are involved in staff training

LOW

Information is provided to consumers

Resources and information sessions for consumers are available that include information about service structures and planning

Information is sought from consumers

Consumer satisfaction surveys or forums are conducted

Consumers have access to complaints procedures and suggestion box

Consumers can give feedback via suggestion boxes

Consumer rights in policy

Consumer participation is incorporated into an organisation’s vision or mission statement; there is a consumer Charter of Rights


2. Specific information for advocates

Can I be a consumer advocate?

Questions to ask yourself

❖ What outcome do I want for myself as a result of being an advocate?

❖ How do I want to contribute (e.g. joining in a project, sitting on a committee, giving

feedback on a resource, speaking at events, contributing to design of programs)?

❖ Will I be representing myself or other consumers as well (if others, how will I gather their

views and give them feedback)?

❖ How much time would I be able to contribute (in the short or long term)?

❖ What skills do I have and what skills do I need?

Questions to ask the organisation

❖ What outcome does the organisation want as a result of having a consumer advocate?

❖ What role could I play and what would that involve?

❖ How much of my time will it take?

❖ What will be done with the information I provide and how will I receive feedback?

❖ Who will I be working with? Will a staff member be my contact and support with this role?

❖ Is there payment for the role and/or are my expenses covered?

❖ Is there training available? (e.g. induction, negotiation or conflict management skills, public

speaking, working with the media, mental health first aid)

❖ If I am unable to contribute on the day, can I withdraw?

❖ Are there procedures to follow? E.g. for committees or boards

❖ What behaviour or conduct is expected?

You don’t need to have training and qualifications to be a consumer

advocate. Only lived experience of homelessness is essential.


Agreeing on expectations

Both you and the organisation will have expectations for the consumer advocate role. Talk about

and negotiate this before starting so that everyone understands what will be involved.

What you should expect from the organisation

❖ To be treated as equal

❖ To be respectfully heard and listened to

❖ To be entitled to disagree with others

❖ To be able to respectfully criticise the service with no negative consequences as a result

❖ To be given information and time to prepare, read and understand before participating

❖ To be able to ask for clarification or more information

❖ To be provided with feedback and updates on the response to your feedback provided

❖ To have any special needs (e.g. access) considered

❖ To be paid for your time.

What the organisation may expect from you

❖ To feel free to make suggestions

❖ To be able to make time to participate

❖ To participate when and where possible

❖ To be prepared for meetings or participation processes

❖ To be respectful of others

❖ To keep sensitive material and information confidential.*

*Keeping sensitive information confidential is important, especially information about people

with lived experience of homelessness. Hearing that their personal information has been shared

without their knowledge could lead someone to self harm or harm others. Any disclosure could

also lead to distrust of the organisation and loss of that person’s involvement.


Being an effective advocate

There are ways to improve your effectiveness as an advocate:

✓ Remember, your lived experience is unique and valuable

✓ Share with people with lived experience of homelessness to find out what concerns them

✓ Prioritise and plan which issues you are going to tackle on behalf of consumers

✓ Give honest feedback

✓ Keep notes

✓ Be strategic, e.g.

- consider what can be changed and what can’t

- network with other consumer advocates

- look for like-minded people, who can be allies and who you can work with

- follow up on issues

✓ Be prepared to deal with difficulties; e.g. asking for clarification, dealing with not being

listened to, dealing with jargon, time management, dealing with disappointment

✓ Be mindful of the situation you are in and keep your emotions in check.

CASE STUDY

Sarah, a young person living at a youth refuge,

participates in staff meetings to plan client holiday

activities, including participating in discussions on

budget, safety issues, staff numbers and creating a

list of do’s and don'ts for an outing.


Tips for public speaking

If you haven’t done much or any public speaking before, here are some tips that may help:

✓ Think about the aim of the presentation and link your key messages to this

✓ Prepare in advance what you want to say and write it out; think about how the talk will flow

✓ Practice reading out loud, with someone else or record and listen to yourself

✓ Time your presentation, remembering that often people speak faster when they’re nervous

✓ Have a support person in the audience, e.g. a worker, peer or friend

✓ Be authentic, what you have to say matters

✓ Remember, you don’t have to be perfect; stay calm, breathe, speak slowly and smile.

Don’t forget, there are also

ways of being an advocate

that do not take up a great

deal of time, and do not

involve public speaking.


Telling your story

You may be asked to talk about what led you to being homeless and what that was like. Your

experiences can help others understand what it is like to be homeless, to help improve services.

Sharing information can be therapeutic but also painful. It is up to you to decide what to share and

what to keep private. You don’t have to share details of your experience to be an advocate.

You can ask a worker to help refine your story into something you feel ok to share.

Think about:

1. Who is the audience and what do you want them to know?

2. What parts of your experience highlight the points you are trying to make?

3. What were the good aspects of your experience, as well as the bad?

4. The power of relationships and emotions, e.g. how a respectful worker made you feel.

5. Avoid talking about things that will be upsetting for you.

6. Finish by restating your main points.

7. Sometimes your story will be shared by others, e.g. the media. If you are speaking with the

media, be aware that local media can be shared to national papers or globally online.

8. If you don’t want media exposure, you can ask the media not to use your story. You can

also choose not to read accounts of your story in the media.


Taking care of yourself

Being a consumer advocate can be rewarding but also tiring.

Your physical health and mental well-being are important.

Be sure to pace yourself and practice self-care:

Ask for breaks if meetings are too long

Organise a signal to indicate if you are feeling upset and need

support or to leave a meeting

Use the option to pull out of a meeting or project if it is proving

too much

Organise to have a support person to speak to if something

triggers a traumatic response

Organise for a debrief with a worker, peer or friend after

participation

Check in with how you’re feeling and make sure to rest and

recharge

Take time to reflect on your work as an advocate, how it is

impacting on you and where you want your advocacy role to go.

And celebrate your achievements!

Rest and

recharge

go for a walk

sit by the water

talk with a friend

meditate

paint or draw

read a book

keep a journal

write a poem or a song

play sport

exercise

garden

listen to music

play an instrument


3. Specific information for organisations

Prepare and plan for consumer advocacy

To successfully engage consumers as advocates in your organisation, it is worth developing a plan

to prepare both consumers and staff. The following outlines some steps to take.ix

Box 2: Steps in developing a consumer participation plan

Objectives – Decide as an organisation what your objectives are for consumer advocacy, e.g. the degree of

consumer engagement sought (see Table 1) and expected impacts or outcomes.

Requirements - Think about the organisation’s need for consumer advocacy, based on its strengths and

limitations, including budget, staff resources and time, as well as any strategic issues.

Engage stakeholders - Consult with consumers and organisations representing consumers in developing the

consumer participation plan

Build capacity – Build the capacity of the organisation to facilitate consumer advocacy. Foster a common

understanding among staff and stakeholders of what representation is and be familiar with different

participation strategies. Develop a training strategy for consumer advocacy.

Provide encouragement – Encourage the consumer advocate in their work. Provide feedback on their

participation and content of information provided. Also provide reassurance that they are doing well.

Organisational support – Consider how the organisation is going to respond to consumer input.

Communication strategy – Consider how the consumer participation plan will be promoted within the

organisation to staff and consumers.

Access and equity – Consider how the organisation will promote access and equity among consumers to

participate (see ‘Overcoming barriers to participation’).

Accountability - Clarify expectations of the service and consumer advocates. Think about how the service

will be accountable to consumer advocates, in terms of being transparent about decision-making and giving

feedback to consumers on their input in a timely way.

Feedback and complaints – Establish a process for consumer advocates to give feedback and make

complaints.

Evaluation – Consider how implementation of consumer advocacy strategies will be monitored and

evaluated, and how often they will be reviewed.


Supporting consumer advocates

There are many ways to support consumer advocates to participate effectively and build trust:

✓ Provide consumer advocates with as much information as they need to be prepared

✓ Value their contribution of expertise and the experience they bring

✓ Create a learning environment that is interactive

✓ Respect how much consumers want to disclose about themselves

✓ Be responsive, including being alert to when advocates are getting agitated or distressed

✓ Provide guidance, feedback and encouragement

✓ Consider having more than 1 consumer advocate for all activities, for mutual support

✓ Provide a liaison staff member

✓ Make time to debrief

✓ Make sure the space is open and safe, and focused on consumer needs

✓ Provide payment and reimbursement, childcare, transport and other supports as required

✓ Facilitate training and external opportunities.


Overcoming barriers to participation

Consumers may face barriers to participation that services will need to address. The following table

offers some responses to key barriers to participation.x

Table 3: Responses to barriers to participation

BARRIERS RESPONSES

Language • Provide information on participation in multiple languages or audio formats

• Provide access to interpreters

• Build relationships with organisations and staff from CALD backgrounds

Physical,

intellectual or

psychiatric

disability

• Provide individual support

• Ensure that venues for meetings are accessible to those with limited mobility

• Provide transport and reimbursement

• Allow for sufficient time for people with disability to actively participate

Youth • Ensure that young people are aware of the benefits of being an advocate

• Provide multiple strategies of engagement

• Allow adequate resources, time and preparation for participation

• Ensure suggestions made by young people are adequately followed up

Trauma • Understand how trauma might affect sharing, e.g. withdrawal, silence

• Develop prevention and response strategies to deal with this

Fear of

recriminations

for sharing

• Be clear about what can and what should not be shared

• Have a risk management strategy to address inadvertent sharing of confidential

information

Fear for

personal safety

• Have a safety plan for when advocates are sharing their story

• Have procedures for keeping personal information safe

Individuals may experience barriers to participation that are

specific to them, so it may be necessary to identify and

respond to these on a case by case basis.


Agreeing on expectations

Both you and the organisation will have expectations for the consumer advocate role. Talk about

this before starting so that everyone understands what will be involved.

What the consumer advocate should expect from you

❖ To be treated as equal

❖ To be respectfully heard and listened to

❖ To be entitled to disagree with others

❖ To be able to respectfully criticise the service with no negative consequences as a result

❖ To be given relevant information and enough time to prepare, read and understand before

participating

❖ To be able to ask for clarification or more information

❖ To be provided with feedback and updates on the response to their feedback provided

❖ To have any special needs (e.g. access) considered

❖ To be paid for their time.

What you may expect from consumer advocates

❖ To feel free to make suggestions

❖ To be able to make time to participate

❖ To participate when and where possible

❖ To be prepared for meetings or participation processes

❖ To be respectful of others

❖ To keep sensitive material and information confidential.


Ethical practice guide for services

While participation can be empowering for people with lived experience of homelessness and

beneficial to organisations, there is also a risk of exploiting vulnerable people. Building on sound

principles and ethical practice are important to promoting meaningful consumer advocacy:xi

Box 3: Ethical practices for consumer advocacy

1. Make it timely Time engagement when consumers can best influence decision-making,

recognising that participation that is late or at the end of a project/activity can be tokenistic

2. Make it inclusive Include a cross section of the organisation’s consumer population and allow

for a range of nomination options

3. Make it consumer focussed Ask what is appropriate for all consumers rather than what is in an

individual’s self-interest

4. Make it interactive and deliberative Rather than asking consumer advocates for simplistic

responses to yes/no questions, ask them to consider the bigger picture to promote engagement

5. Make it effective Explain how decisions are made so that consumer advocates know and

understand the impact of their involvement

6. Make it matter Communicate when recommendations have been implemented and, if not

acted on, why not

7. Make it well facilitated Where possible, have someone without a vested interest in the

outcome facilitate consumer participation processes

8. Make it flexible, open and fair Select the best consumer participation strategies for the

circumstances, remembering to consider consumers’ other responsibilities (school, work,

treatment, socialising) when structuring participation opportunities

9. Make it cost effective Adapt consumer participation strategies to be cost effective but ensure

that they are well resourced

10. Make it subject to evaluation The effectiveness of consumer engagement and response to

input should be subject to evaluation, with services accountable to consumers


Self care

It is worth remembering that practicing self care as staff is as

important as supporting consumer advocates to practice self care.

Take the time to:

Debrief with colleagues, a counsellor or friend

Check in with how you’re feeling and make sure to rest and

recharge

Reflect on your work

And celebrate your achievements!

Rest and

recharge

go for a walk

sit by the water

talk with a friend

meditate

paint or draw

read a book

keep a journal

write a poem or a song

play sport

exercise

garden

listen to music

play an instrument


Endnotes

i In this resource kit, the term ‘consumers’ is used to refer to people accessing homelessness or housing services, acknowledging that service users, clients, customers, tenants and service recipients are also used in some contexts. ii Enduring Solutions, Consumer participation in accreditation: resource guide, Consumer Focus Collaboration, Commonwealth Department of Health and Aged Care, Canberra, 2001 iii PIAC, Consumer Participation Training Module, Specialist Homelessness Services Training Workshop, PIAC, Sydney, 2016 iv Report of the Special Rapporteur on extreme poverty and human rights. Magdalena Sepulveda Carmona, UN General Assembly, Human Rights Council 23rd Session, 11 March 2013 v Replace Campaign, ‘Introduction to the Rights Based Approach’, 2012. Viewed 7 July 2017 <file:///V:/Consumer%20Representation/Consumer%20representation%20resource/introduction-to-the-rights-based-approach.pdf>; PIAC vi HomeGround Services & Rural Housing Network, Consumer Participation Resource Kit for Housing and Homelessness Assistance Services, 2008; PIAC vii Lived Experience Advisory Council 2016, ‘Nothing About Us Without Us: Seven principles for leadership and inclusion of people with lived experience of homelessness’. Viewed 7 July 2017 <http://homelesshub.ca/sites/default/files/LEAC-7principles-final.pdf> viii This table has been adapted from: R Arnstein, ‘A ladder of citizen participation’, JAIP, vol 35, no 4, 1969, pp.216-224; Australian Injecting and Illicit Drug Users League (AIVL), Treatment Service Users Project: Phase Two Final Report, Canberra, 2011, pp.26-27; Global Learning Services, Education and Training for Consumer Participation in Health Care: Resource Guide, Commonwealth of Australia, Canberra, 2000, p.37 ix See also: Dowell & Kavanaugh, Consumer engagement: building effective organizational structures,

www.nhchc.org/wp-content/uploads/2016/09/consumerengagement-buildingeffectivestructures-922.pdf x HomeGround Services & Rural Housing Network, information sheet 6 xi Taken from HomeGround Services & Rural Housing Network, information sheet 8

http://www.nhchc.org/wp-content/uploads/2016/09/consumerengagement-buildingeffectivestructures-922.pdf

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