Who
I am a Frontline Worker supporting those in critical need with or without complex issues. My role? Resettlement Worker.
My organisation is currently one of the larger Support Organisations on the South Coast. Who do I work with? I hate the term ‘Service User’ – even the word Client is annoying. I work to help people – people who, for whatever reason, have a SOCIAL need which they have been unable to resolve.
The issues – Mental Health – Physical Health – Offending – Addiction – Cognitive Impairment – Debt – Violence – Abuse. Any one of these issues is bad enough: can you imagine the catastrophic effect of facing multiple issues?
Often these issues lead to Homelessness and my meaning of that word is those that are Rough Sleeping – those that do not have a roof over their head – those that loose access to the fundamental facilities like Healthcare & Social Care. Those that are so easily ignored by society at large.
I also try and help those who are inappropriately housed – which is what mainstream media often mean when they use the word ‘Homelessness’. I hate labels – but we need to use them to communicate complex issues.
The What & Why of Change
The larger System I operate within is the entire Social and Healthcare System. Most of my Frontline work is primarily within the DWP – specifically around benefits and allowances. This is probably the most vilified Government department.
The problems centre around two areas – (1) Assessment & Payments for those out of work or those who cannot work and (2) Those that need additional payments to maintain their independence.
Applying for these benefits is a complex process – more so if you are in a vulnerable position. Life effecting errors occur and putting these right is both complex and expensive to the public purse. For years I and those I support have battled with this system – sometimes scoring a win – sometimes a draw – and regrettably sometime loosing.
Whilst I always hoped for change – I never dreamed I would ever find myself in a position where I just might be able to influence change in this system.
In May 2016 - I was informed of a programme that offered the possibility of hope.
Frontline Insight - Empowerment
I was fortunate to take part in programme which looked at Systems Change.
This all came about because someone dared ask the question:
“Can, and how can, the insights of frontline workers influence systems change?”
They then had the audaciousness (and tenacity) to pull together a programme that would take 11 Frontline Workers on the trip of a lifetime.
The programme wound its way sometimes down predetermined paths and sometimes down untrodden paths that we as a Cohort chose to take. We talked with those in the corridors of power and we listened to individuals who had overcome adversity.
We learned how to prototype our ideas – we learned that failure is part of the process.
We learned about Systems Thinking – not only the ‘how’ and the ‘why’ BUT the ‘what if’.
We learned how to reflect, how to challenge, how to research, how to get our message heard
We learned that individual agency is possible – no matter how far you feel (or are) from the centre of things you do have a voice – and we were helped to develop our individual voices – do not under estimate the power and passion of this.
A New Set of Tools.
Armed with this new set of tools and self-given permission to fail – I lifted the lid on the DWP system and took a look. I spoke to DWP Frontline Staff, to Job Centre Managers & Decision Makers. I drew diagrams – I probed and pulled at things. I devoured and analysed HMG’s own statistics.
My first conclusion is that if there is to be any progress made to improve the functionality and fairness of this system then any form of Politics needs to be taken out of the loop. Secondly, The DWP itself – needs to meet the people at their level – close the gap! And YES IT CAN BE DONE - I took a 50 page government handout on ESA and reduced it to a double-sided A4 handout – One version for an applicant and another for a support worker.
Thirdly, I believe changes are needed to honour the following Policy statement:
Run an effective welfare system that enables people to achieve financial independence by providing assistance and guidance into employment
Frontline Views
I now argue that Frontline workers’ views are equally as important as those of the Policy Maker – after all mostly we are the ones that have to make it work. We have a unique view of the interfaces – we see the common problems – and sometimes we see simple solutions that would remove or overcome the problem cost effectively.
The Systems Changers programme has certainly changed the way I think about systems and has empowered me to look at things from several angles to try and see if there is something that can easily be done to improve things.
It is ok to talk about systems in terms such as ‘Things’ and ‘Stuff’ – for often when you simplify - the truth pops out.
It is ok to try and fail – just remember if you fail get up and try again.
John Broadway @JohnBroadway9
John participated in the Systems Changers programme 2016, read the Lankelly Chase report ‘From where I stand’: How frontline workers can contribute to and create systems change, providing fuller detail on systems change insights along with the projects and perspectives of the group of frontline workers who participated during 2016.
