ACPD Housing Advocacy Manual
Table of Contents Links
1. Introduction: Welcome Advocates!
2. Guiding Principles of ACPD's Housing Advocacy Program
3. General Guidelines for Advocates
4. Information and Referral Procedures
1. Introduction: Welcome Advocates!
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Dear Advocate,
Welcome to ACPD's Housing Advocacy Manual. The purpose of this manual is to provide you with a comprehensive resource on everything you will need to know to address the housing needs of your clients. Whether it be just the name and contact for a particular government housing program, procedures to follow when assisting a client to apply for social housing, or step-by-step advice on representing a client at a Residential Tenancy Branch arbitration hearing, you will find the help you need in this manual.
As you will read in the first section of this manual, ACPD's approach to providing housing advocacy is guided by specific principles. First and foremost we believe that all people with disabilities have a right to affordable, accessible and suitable housing. You, as our front-line advocacy worker, represent our organization's commitment to making this belief a reality. As an advocate you can, and you will play a pivotal role in people's lives as they struggle to achieve the housing freedom everyone of us deserves.
The manual is divided into two main themes: housing information and advocacy procedures. Both components will provide you with the guidance and tools to be an effective and efficient housing advocate. General information and referral techniques are followed by clear references to the most frequently requested housing information. The general advocacy techniques are followed by specific instructions on how to assist someone search for and locate desired housing. This section in turn is followed by a "Situation Handbook" covering all the major areas you will come across and the forms and procedures you must know to assist your clients.
Because the philosophy of ACPD in all its programs is to give the consumer control, we have included a section on self-advocacy procedures. Whenever and wherever possible we strongly encourage clients to take responsibility for meeting their housing needs.
The Appendix contains resources and references including ACPD's general office procedures to work with other ACPD staff; case histories that may provide you with insight or problem solving suggestions for current cases; a bibliography of information contained in ACPD's library and other database information that you can refer to.
The manual ends with several blank pages for you and other advocates to tell us how we can make this manual the most effective tool it can be. This is not a static manual. We view it as something which will grow and improve as you and others leave your individual mark on it.
Please note that after the first section on the guiding principles of our program, the most important and perhaps necessary information you will need to fulfill your duties as a housing advocate will be found in the section entitled "General Guidelines for Advocates." Here you will find suggestions, hints - even tricks to avoid burnout, to deal with "difficult" clients and, above all, to take care of yourself. For you are the most important person in our Advocacy Program, and like all of us, your needs must be met as well as those of others.
Thank you for your time, dedication and commitment to the Housing Advocacy Program of the Action Committee of People with Disabilities.
2. Guiding Principles of ACPD's Housing Advocacy Program
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Statement of Principles
Mission Statement for the Advocacy Program
Goal of the Advocacy Program
Definitions
Job Description for Housing Advocates
Statement of Principles (Back to Principles Links)
We believe that every person with a disability has a right to affordable, accessible and suitable housing.
We also believe that people have a right to freedom from discrimination when searching for, securing or maintaining housing. We firmly believe in no discrimination based on level of income, disability, gender, race, ethnicity, creed, age, family status, sexual orientation, presence of children, receipt of public assistance, citizenship, employment status or social condition.
Further, we believe in the principle of secure tenure. This means that all children, women and men have the right to a home and to a safe, healthy environment. Every person has the right to a home free of violence. No eviction for reasons of profit or convenience. No economic eviction through sudden or high rent increase. No eviction by violence or harassment.
Furthermore, as a consumer-led and run organization of people with disabilities we also believe in the Independent Living Philosophy as it relates to housing. Housing for many people with disabilities means far more than just a place to live in. Hence we accept the following assumptions that:
(1) a person has the right to live in the least restrictive environment;
(2) a person has the right to autonomy; and
(3) a person has the right to support for competency in daily living tasks.
Our public and individual advocacy program is also dedicated to assisting persons with severe disabilities to achieve these goals.
Mission Statement for ACPD's Housing Advocacy Program
(Back to Principles Links)
The Housing Advocacy Program of the Action Committee of People with Disabilities is dedicated to advocating with or in support of an individual to remove barriers to independence and housing and obtain what is rightfully theirs from systems or individuals with which they interact.
Goal of the Advocacy Program (Back to Principles Links)
To provide a comprehensive Advocacy Program around housing issues that will include an array of procedures that will support the consumer with a disability in learning to manage, coordinate and negotiate with a wide range of community resources that can be crucial in meeting his/her housing needs.
Definitions (Back to Principles Links)
A. Advocacy:
The act of advocating on behalf of another to obtain the rights and benefits to which that person is entitled.
B. Housing Advocate:
Someone who advocates on behalf of someone or with someone to help that person meet their housing needs.
C. Housing:
Under the mandate of this advocacy program, when meeting the housing needs of people with disabilities, the term "housing" can mean different things to different people and will be accepted so by our advocates.
Hence, the term "housing" can mean:
* An individual's home
* A rental unit such as an apartment, suite, co-op unit, a Single Room Occupancy (SRO)
* Residence in a group home, extended care or other care facility
* A street shelter or a rehabilitation/transition house
* A wide range of support services such as homecare and transportation, which affect a person's housing situation
D. Housing Programs:
Refers to a range of programs and services offered by government, private or public bodies that relate to housing . The term can refer to a variety of services such as the Provincial Government's "Housing Programs for People with Head Injuries", Pacifica Housing Advisory Association's rental housing units, or the Shelter portion of GAIN. The term can also refer to components of a program that may not be readily recognized as housing related such as "moving grants" under GAIN.
E. Person with a disability:
A person who is restricted in the type or amount of activity he or she can enjoy because of an intellectual, physical or emotional limitation.
This manual accepts the World Health Organization's definition of disability which is "any restriction or lack (resulting from an impairment) of ability to perform an activity in the manner or within the range considered normal for a human being."
ACPD is a cross disability agency. We extend our services to all persons with disabilities regardless of disability type. We also do not limit our services to people with disabilities but will assist anyone who comes to us with a housing need.
F. Self-Advocacy: To advocate on behalf of oneself or to act as one's own advocate by following certain procedures with a certain gradation of intensity, if necessary, in order to obtain the rights and/or benefits to which one is entitled. Every individual has the power to some degree to be his/her own advocate and should be empowered to act as one.
G. Public Advocacy: Lobbying government or other public bodies as a group or on behalf of a group of people to reverse decisions or to bring about systemic changes in laws or policies that affect the provision of basic fundamental needs such as an individual's or group's right to a safe, affordable and secure place to live.
Job Description for ACPD's Housing Advocates
(Back to Principles Links)
TITLE: Housing Advocate
ACCOUNTABILITY: The Housing Advocate is accountable to the
Project Coordinator of ACPD's Housing Initiatives Project
DUTIES:
1. To keep informed of all government legislation and policies as well
as advocacy procedures around the issues of housing as they may affect
individuals with disabilities.
2. To act as an advocate in support of or with an individual to meet that
person's housing needs. The advocate will strongly encourage
"self-advocacy" on the part of the client whenever possible.
3. To follow the policies and procedures as outlined in ACPD's Housing
Advocacy Manual.
4. To maintain the strict confidentiality of all client information except
in circumstances as outlined in the confidentiality section of the manual.
5. To establish and nurture good rapport and liaison with local service
agencies, government ministries and their personnel e.g. Financial Aid
Workers, and other individuals who are accessed in the advocacy
process.
6. To work with other advocacy groups in the community (such as the
Together Against Poverty Society and the Tenants' Action Group)
that also work either on a one-to-one or a group basis towards assisting
others meet their housing needs.
7. To identify and keep records of all advocacy intakes and outcomes as
well as concerns, barriers and issues around housing that confront
people with disabilities in the community. With the exception of personal
files, such records are to be made available to other project staff when
requested for research/development purposes.
8. To work in conjunction with the Public Advocacy and Public Education
components of the Housing Initiatives Project to ensure that the issues of
consumers identified in the advocacy program are being addressed in public
presentations and lobbying strategies.
9. To participate in or direct "self-advocacy workshops" when requested by
the Project Coordinator.
10. To submit monthly reports to the Project Supervisor on all Advocacy
Program activities.
QUALIFICATIONS:
1. Experience in providing individual advocacy.
2. Knowledge of government legislation, policies and programs as they relate
to housing and people with disabilities.
3. Familiarity with community organizations in the Greater Victoria area
that provide housing and advocacy services as well as services in general for
people with disabilities.
4. Ability to work well with people with disabilities and general knowledge of
disability issues.
5. Computer literate.
6. The Housing Advocate for ACPD's Housing Advocacy Program shall be a
person with a disability.
3. General Guidelines for Advocates
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Priorities
An advocate's mission
Thirteen things every advocate should know
Listening and interviewing skills
Avoiding burnout
The importance of confidentiality
Dealing with difficult clients and defusing anger
Dealing with crisis situations and last minute demands
Ensuring one's privacy and that of the client
De-briefing: who to talk to
Priorities (Back to Guidelines Links)
Note: the following poem by Lin Moon Bear could be taken as the "Advocate's Code" - a guide to being a successful - and healthy advocate. We begin this section of our Housing Advocacy Manual with it because the poem reminds us that the most important resource ACPD's Advocacy Program has is you - our Advocate!
Priorities
In any care-giving position
The secret of success is:
Finding the ways and means
To squeeze in enough
Self-fulfillment while
Putting the needs of others
Before one's own Emotions
Not easy - but must be done
(And can get better with
Time and practice)
For we are too beautiful
We are too needed
To give up on ourselves.
Political activism - or
Speaking - out in the
Public Arena: caregivers of
The larger consciousness
Furthering the Truth
Hidden in the fiction
It hurts sometimes -
Becoming more aware
Of the world's ills.
We burn-out all too easily
Always more to be done.
Learning how to make
Time-out for myself...
Love to you all - with
Blessings!
An Advocate's Mission (Back to Guidelines Links)
Introduction
As outlined in the opening section of this manual, ACPD's Housing Advocacy Program is guided by a defined mission statement and specific goals which our advocates should understand. At the same time, advocates, no matter what their field of advocacy, have their own credo or mission to guide their work by. The following is "An Advocate's Mission" statement written by Zara MacLeod, an advocate with the Mental Health Empowerment Advocates Program of the BC Coalition of People with Disabilities. We offer it as a model and as an encouragement for advocates involved in ACPD's Housing Advocacy Program to develop their own mission statement.
An Advocate's Mission
* To help empower those I work for
* To help them take some control over their lives
* To be focused and balanced about how I can best assist them
* To help them remain focused
* Not to raise false or unrealistic expectations
* To prepare them for what to expect in the process
* To encourage them to seek their rights
* To give them the best information I can in a way they will understand
and not overwhelm them
* To be sensitive to the needs of the client and to respect the client
* To maintain contact throughout the process and to assure them that
I am still with them
* To help as many as I can and be as effective as I can
* To make sure they understand my role and their role
* To seek help from my colleagues and team members who may have
knowledge and experience I don't have and to cooperate with them
Thirteen Things Every Advocate Should Know
(Back to Guidelines Links)
Adapted from "Fifteen things every steward should know"
by Tom Israel, UCS Steward Update/CALM
1. You don't have to be an expert
Advocates are always asking questions. Don't act like you know what you're talking about when you don't - others will see right through it. Say you'll find out, and get back to them.
2. Figure out where to turn for answers
A good advocate is not necessarily someone who knows all the answers but more importantly where to turn to get them.
3. Don't try to do it all yourself
Don't try to do it all yourself or you'll get frustrated and burn out. Learn to delegate and not to be afraid to get help when you need it.
4. Your job is to empower people
Help people learn how to help themselves. Only do for them what they can't do for themselves.
5. Ask a lot of questions
Good ideas can come from picking a lot of people's minds and getting them to think about old problems in new ways.
6. Learn how to listen
When you're advocating, you need to know how your clients feel and how they view the situation in order to help them. Ask and listen.
7. Make sure that ministry staff treat you well
When you're representing your client as an advocate, you are equal with the Ministry staff you're dealing with. You're both intelligent adults.
8. Never assume that the Ministry knows better than you
Anything you learn about your client's rights makes you more of an expert in that area than others.
9. Pick your fights
Don't let the Ministry control the agenda in your dealings with them. Pick the issues you can make headway on.
10. Always get back to people
If you want people to have trust in you, you've got to be responsible and reliable. Don't promise things you can't deliver on, and be sure to follow through on your commitments.
11. Be organized in your own life
Pick a system and keep to it. How are you going to keep track of appointments and meetings? Where are you going to keep notes and reminders to yourself? Throw out papers and have a good system for finding the stuff you keep.
12. Maintain a sense of humour
13. Keep your eye on the prize
There will be setbacks. There will be losses. Sometimes people will get angry at you, and sometimes you'll start to wonder if it's all worth it. Keep your eye on the prize. Think of all the clients you've helped. Think of individuals who, with your help, managed to exercise their rights, get a security deposit covered, and feel a bit of hope and justice. It's definitely worth it.
Listening and Interviewing Skills (Back to Guidelines Links)
1. Introduction:
An advocate must have good listening and interviewing skills in order to best assist a client. Every advocate will have his or her own style of interviewing but a few general principles may help the advocate.
Listen to what the client says:
Focusing is a key method to use while listening to your client. With focusing, by moving from GENERAL to SPECIFIC concerns, you can (a) find out more relevant, needed information about the client; and/or (b) help the client find out more information about him/herself.
How to focus:
Listen carefully to the client's concerns by reflecting the content and feeling and linking the two together. Be attentive to both verbal and non-verbal cues. Establish trust. Use the principle of reflection when listening, asking your client "Am I understanding you right when you say...." "Let me repeat what you have told me to be sure I heard it right." "Am I to understand that....."
While you are listening in a general way, begin to prioritize the important and relevant issues that would be helpful for you and/or your client to focus on. Introduce the subject at the appropriate time.
Be specific and concrete:
Ask open-ended questions such as:
"Could you tell me more about.....?"
"You mentioned earlier your concerns about....."
" It seems important that we explore.....before we go further...."
"What happens for you when....?"
"Can you tell me more about what....is like for you?"
"What in particular do you mean by.....?"
Things to remember as the interview progresses
1. Deal with one concern at a time. If your client jumps from one concern to another, gently remind him/her the best way you can be of assistance is by focusing on one thing at a time.
2. Keep the focus on one of the following, if appropriate:
(a) the client
(b) the interviewer - short self-disclosures about yourself at times may be appropriate and build up trust between you and your client
(c) significant others
(d) mutual interests between the client and interviewer
(e) broader relevant issues
Become aware when a third party may be becoming the focus of your client's attention. Redirect the interview by, "I can understand your being concerned about your friend being evicted. It sounds as though you are quite concerned about her situation but let's deal with your own situation for the time being."
3. Focus on particular events and/or feelings through reflection. You can help your client deal with unidentified feelings by making them more specific:
E.g. General Feelings Specific Feelings
upset confused? angry? hostile?
depressed? sad?
feeling better relieved? encouraged? ecstatic?
only better than you were?
feeling worse enraged? depressed? hostile?
Finally, acknowledge your client's emotions. Many of your clients will come to you in a state of distress. They could be facing a crisis - threat of an eviction, an inability to get an emergency grant from Social Services, frustration with the long waitlist to get into BC Housing. You may not be a trained therapist or a trained counsellor but a good advocate is first and foremost a good listener. Never underestimate the service you provide to individuals just by listening. Many people with disabilities may need someone to talk to and, as one of their peers, your willingness to listen can be a major plus in your client's life.
Avoiding Burnout (Back to Guidelines Links)
Setting Limits When Providing Advocacy
Certainly in our personal lives and often in our professional lives it becomes necessary for us to set limits around what actions we will or will not permit ourselves to do. It can feel unwieldy or risky to be put in a position of being direct, yet at times the consequences of not being assertive can interfere or inhibit the path of progress we wish to follow.
Knowing your limits and setting them is an important part of being an effective advocate. As in all inter-personal relationships, it becomes very important for the person providing assistance to effectively state his or her position while at the same time remaining confident that his or her position is being heard and understood. Thus, personal limits should be simply and clearly stated.
The following three-step model is intended to outline one way in which it is possible to establish effective personal limits in your advocacy work.
1. Reflection:
Let your client know what you're hearing behind the question or demand being put to you to demonstrate that you understand what is happening to him or her; e.g. "it sounds as if you're asking me to..." The client must feel confident that his/her concerns have been first properly heard and that you know what is being asked of you.
2. The Refusal - Setting your limits:
State as clearly as possible to the client what your limits are and your reasons for them. Do not come across as capable as solving all your client's problems. You are telling your client what it is you can't or won't do. Use phrases such as:
" I can't..... because......" " I'm not willing to..... because......"
"I don't want to..... because......" " I'm uncomfortable..... because......"
3. Offering the invitation to assist:
Having made it clear what you will not or cannot do, state clearly what you can and/or are willing to do to assist the client. This invitation demonstrates that, even though you won't/can't meet a specific request or demand, you are still concerned about him and want to keep your focus on him and his feelings. Use phrases such as "I may not be able to do such and such:
"but......" "however......" " I will......" " I'd be glad to......"
In all stages of the advocacy process, you want this aspect of your relationship with your client to be understood: what you will do and will not do. If you adopt this approach, your clients will also feel comfortable in also setting their own limits in terms of what they feel comfortable in undertaking.
Importance of Confidentiality (Back to Guidelines Links)
As you gain personal knowledge of your client, you must appreciate the very private nature of this information and the responsibility that accompanies access to personal information about clients. That responsibility is to act in accordance with the value of confidentiality.
Confidentiality is the implicit or explicit agreement between a professional and a client to maintain the private nature of information about the client.
There are a number of areas where a worker is permitted, expected, or required to violate confidentiality. These areas include:
* When a client formally (usually in writing) authorizes the worker to release
information.
* When a worker is called to testify in a criminal case.
* When a client threatens suicide, a worker may be forced to violate
confidentiality to save the client's life. While the treating worker is
encouraged to violate confidentiality in such circumstances, there is not
necessarily a legal requirement to do so.
* When a client threatens to harm the worker or another individual.
* When there is evidence of child abuse or neglect .
One of the reasons confidentiality is important is because clients will not be apt to share their "hidden secrets," personal concerns, and thoughts and actions with a worker if they believe the information will be revealed to others. A basic counselling principle is that clients must feel comfortable revealing themselves without fear that their revelations will be used against them. Among the forms used in the Housing Advocacy Program is an Advocacy Confidentiality Agreement. By signing this agreement and giving the original to the client, an advocate demonstrates his belief in the overriding importance of confidentiality.
Dealing with Difficult Clients and Difusing Anger
(Back to Guidelines Links)
Dealing with Difficult Clients
You may have clients who are difficult to assist because they come to you angry, aggressive, or even threatening. Some clients may have been labelled "difficult" by social services personnel or other agencies because these individuals are constantly "demanding" - demanding of services and of time. Realize that some clients may react differently to different workers (and settings). It is important not to pre-judge someone who has been referred to you as a "difficult" case.
As an advocate you will have to use your judgement and skill when dealing with difficult clients. Set your limits early following the guidelines in the previous section "Avoiding Burnout." Realize that some clients may seem difficult because they are frustrated from having to constantly fight for services that they feel are their right to have. In particular, many people with disabilities have to go through an array of government ministries and programs just to obtain acknowledgement of their needs.
Begin your interview by acknowledging and sympathizing with the client's frustration and that stating firmly you will do what you can to help. Explaining what you know about how government systems work may also build trust between you and the client.
If you have a meeting with a client who you feel may become overly angry, aggressive or even abusive, take any precautionary measures you may need for your safety. If you are concerned about a client's volatility, ask another staff member to be on the alert while you conduct the interview.
Use your advocacy skills to keep control of the situation and to firmly let the client know that any abusive behaviour - either verbal or physical will not be tolerated.
Finally, do not be reluctant to refer a client to another agency or advocate if you feel unable to either handle the situation or to provide the assistance you feel your client needs.
Quick Guide to Defusing Anger
The following suggestions may help to deal with volatile situations:
LOOK:
- Assess the individual's body language and facial expression
- Prepare yourself to perhaps spend extra time calming the individual
- Check yourself for your own mental preparedness and comfort level
- Observe additional support staff and note their position in case you need help
- View the person as an individual in need of your help and not as "ANGRY
PERSON"
LISTEN:
- Listen to the person's name and use it
- Acknowledge their anger using sympathetic sincere phrases
- Use reflective listening skills to get a clear picture of situation
- Use a clam slow voice if the person is yelling
- Be sure to check how you are feeling and get help if you need it
RESPOND:
- Ask questions using the person's name and let them know your name
- Have a 'WE" attitude, "I'm sure we can figure this out"
- Set your boundaries around profanity and yelling; do not feel obligated to
take verbal abuse
- Give information surrounding situation; rules, policies...
RETREAT
- If person is still very upset maybe give them some space
- Go speak with a supervisor
- Ask if the person would like a drink of water or a coffee
- Pause to check a manual
- If they are not sitting, where appropriate get them a chair
EXPLORE:
- Investigate options this person has
- Check for responsiveness to different choices
- Speak with someone regarding exceptions (if appropriate)
- Show empathy if situation is unsolvable
- Let the individual know that you are doing all you can to help
END:
- Hopefully by now the individual will have found a viable option or is able to
accept the situation as it stands
- Do a self check to see how you feel
- Smile quick because here comes another person who needs your help
Dealing with Crisis Situations and Last Minute Demands
(Back to Guidelines Links)
In dealing with crisis situations, first and foremost you must decide what constitutes a crisis. Clients may come to you in a state of panic because of problems with social services: they lost their GAIN cheque, they are having fights with other tenants, they have received notice from their landlord of a sudden rent increase, they have to attend an arbitration hearing.
Begin by evaluating the level of crisis and handle accordingly. Consider the time you have to deal with these demands - is there time to explain the arbitration process, to fill out the forms to apply etc. If the situation is not an emergency, explain to your client what can be done to remedy the situation set an appointment early the following week or as soon as you can arrange a time. For many clients, just the assurance that their concerns will be addressed might be enough to calm them.
Some situations do require immediate attention. For example:
It's four o'clock on a Friday afternoon and a client comes in with a crisis: he has just been evicted from his apartment and needs to find a place by Monday morning. What do you do!
You have two problems here. One is to help your client with an obvious housing crisis, the other is to ensure that your personal needs are respected - that is, to get home on a weekend.
Chances are you will not be able to assist the person find "permanent" housing on such short notice. The first step is to locate temporary housing. Refer to the "Emergency Housing" section on page.... This section will contain a list of places that may take your client in for a night. You may need to make a quick call to the client's FAW to obtain approval for funding or to the shelter to confirm if their is a vacancy. Most of these shelters have residency limits whereby a person can only stay a certain number of consecutive days (there may be exceptions).
Use the contacts and resources you have built up as an advocate to find the client either temporary shelter or advice on how to get through the weekend. The section on Emergency Housing also contains a list of agencies providing fee food and clothing for the client to access if temporary shelter cannot be located.
Once you have done all you can to assist your client, your only other step is to ask him or her to return on Monday when you will assist with other issues including finding permanent housing.
Once again, you must know your own limitations and set your boundaries for providing assistance. It may be difficult to ask a client to leave without being able to secure shelter but you must accept that you have done all you can to help the client and hope you will have the opportunity to provide further assistance in the future.
Ensuring One's Privacy and that of the Client
(Back to Guidelines Links)
1. Your client's privacy:
In the interview process everything should be done to ensure that your client feels he/she can trust you. Confidentiality is the foundation of this trust. Remind your client that everything he/she says will be kept in the strictest confidence. Give your client the original of your signed "Confidentiality Agreement" form and put a copy on file.
If you have agreed to act as the person's advocate, have your client sign an authorization release form. This form also authorizes you to discuss your case with your supervisor if appropriate. Assure your client that you will not disclose his/her name if they so wish but that such discussion will only occur if you need assistance on the case.
Needless to say all your client's records should be kept in a locked file cabinet and at the end of every day make certain that no confidential files are left on your desk.
2. Your own privacy:
You have a right to keep your personal life private. Whenever appropriate, keep a professional relationship with your client, at least while you are providing assistance on a particular case.
ACPD has strict office guidelines on not giving out the home phone numbers of staff. Inform your client when you are available to be seen or reached by phone. If a client is particularly demanding and phones often, give the client specific times when you will be available to receive calls. Inform the office staff of "difficult" clients and when you will receive calls from them.
If a regular client comes to see you on a Friday afternoon, or shortly before you are leaving, you have a right to ask the individual to make an appointment for another visit. Use your judgment when extending your work hours beyond what has been scheduled.
De-Briefing: Who to Talk to (Back to Guidelines Links)
In certain situations you may need to talk to someone about a particularly trying or difficult case. You may not have been able to assist your client as you had anticipated, your client may have lost benefits at a tribunal, a client you have desperately tried to find housing for is living on the street. You may be just overworked. You need to talk to someone!
Talking to another advocate is one of the best solutions. Another advocate can sympathize with what you have gone through; and, if you are distressed over the outcome of a case, he/she can review with you the details in terms of evaluating how you handled that particular situation. Other advocates have experienced "difficult" situations and can offer you tips on what to do differently the next time a similar case arises. Other advocates may also share strategies they use to assist difficult clients.
Joanne Neubauer, current president of ACPD has been a public and individual advocate for over twenty years. She is a skilled counsellor who will willingly listen to any ACPD staff member who may feel a need to "de-brief."
Don't be afraid to turn to other sources - close friends (keep the confidentiality of your client), a spouse, a partner. While other advocates may be able to give you support on related issues, a close friend can also provide the emotional support you need to cope with the stress that comes with being an advocate.
De-briefing may also require taking time out - taking time off work to recuperate, to refresh yourself. Talk to your supervisor to arrange time off.
4. Information and Referral Procedures
(Back to Table of Contents)
Information on Housing
Making Referrals
Recording Program Activities
Quick Reference List of Most Referred-To Contacts
Social Services Offices in the Greater Victoria Region
Introduction
The housing advocate is first and foremost an "information provider." The information that an advocate may be required to provide a client may be as simple as the name and phone number of another housing agency such as Capital Mental Health Association; or as complex as the particular sections under the GAIN regulations that determine if a client is eligible assistance to cover emergency housing costs.
While this manual is designed to provide the advocate with easy access to information on housing, a good advocate will, with time, know much of this
by heart. Nevertheless "information providing" will continue to be a challenge for the advocate. Eligibility requirements for certain programs may change, new legislation may be introduced, certain government housing programs may end. While the writers of this manual will attempt to keep the information up-to-date, often the advocate will be the first to come across information that is new.
Accessing information and sharing it with your client is the most frequent duty of an advocate. The first task, therefore, in the interview process is to determine exactly the nature of the information on housing being requested by the client. Once you ascertain what a client needs to know, you have to find out where to locate that information (presuming that you do know not the information by heart).
Information on Housing
(Back to Info and Referral Links)
(i) What an advocate needs to know: basically, everything and anything on housing as it relates to people with disabilities. Your request for housing information may be simple and easy such as the phone number of another housing agency; or complex such as procedures to follow to when applying for arbitration at the Residential Tenancy Branch; or, vague such as information on a program, rule or regulation that you have never heard of or have no idea what it could relate to.
(ii) To locate the source of the above three types of information requests, turn to the appropriate sections in this manual.
(a) To find general information or names of other agencies:
(1) turn to the list of frequently contacted agencies at the end of the referral section
(2) look in the appendix under "Resource Materials"
(3) try other directories we have in our library such as a) the CRD Blue Book b) the government directory of ministries and services c) resource directories for certain groups such as mental health consumers. Don't overlook the phone book as a readily available source of information!
Note: directories are a good means of encouraging self-advocacy on the part of your client. Empower your clients by encouraging them to look up information on their own.
(b) To find information on specific areas of housing and procedures to follow when applying for specific programs, turn to the "Situation Handbook" section of the manual. For example, if someone decides they want to apply for CRD housing, turn to the "Social Housing" section, review the general application procedures and get an application form from either your own files, our library, or at the front of the office.
If, as another example, someone comes to you with an eviction notice they have just received and wants to know what they could do about it, turn to the Residential/Tenancy Issues section and look up "eviction."
(c) To track down information you aren't sure of: For example, what if a client wanted to know what their rights were under a certain government program or a piece of legislation. Example: can a financial aid worker automatically direct deposit a client's shelter allowance to a landlord without the client's permission?
You can do one of two things:
(i) Do the research yourself by looking through our library section with the different acts and regulations as well as our policy manuals; phone BC Inquiry at 387-6121; or, if you know it already, phone the appropriate ministry (some government ministries will accept a "collect call " if the branch to be consulted is out of Victoria); phone a "contact person" such as someone at the Law Centre or TAPS or someone else who you know is knowledgeable in this field.
(ii) You can make a request of ACPD's Housing Information Officer to find the information for you. He may already know the information, where to access it or who may have more information about it. If appropriate, fill out a "Request for Information " form and give it to the officer. (See section on Recording Program Activities - Forms)
`
Note on finding new information: any new information you (or the housing information officer) comes across should be incorporated into our housing information system. The information may be simple such as the name of the new director of an agency (if so, use Information Update Form); or more involved such as new GAIN policy procedures. All this information is important and the advocate and the Information Officer should work closely together to ensure ACPD's housing information is accurate and current.
Giving Out Information to Clients
Give out the information in the best way that meets the client's needs. Write down the information or give the client resource material on the information request. For example, this could be a brochure or fact sheet on the agency or program you are referring a client to; a booklet or guide such as "The Tenants' Survival Guide." If appropriate, you could photocopy certain sections of a particular piece of legislation that will support a client's position on an issue. (See section "Self-Advocacy Procedures" as well as on "Referrals")
Consider the literacy level of your client and his/her ability to understand and act upon the information provided. The section on the Advocacy Process addresses some of these issues.
Making Referrals
(Back to Info and Referral Links)
(Refer to section on Residential/Tenancy Issues: Advocacy with Government Ministries and Landlords page...)
Introduction: Referring clients to other agencies, programs, government branches etc. will take up a sizable amount of your time. It is important for you not only to know how to make referrals, but also when.
(1) General Referral Techniques: be certain of the information you have on the referring agency or ministry. If at all possible, have a specific contact person that you can refer the person to.
(a) If the contact person's name is not in your resources, phone the appropriate agency and say, "I have a client here who would like to visit your department to learn more about your program. When my client comes, who should he/she ask for?"
Give the client the contact name and remind him/her to ask for that specific person when the visit the agency. Nothing is more frustrating than to be referred to another agency and get passed around from person to person, or department to department.
(b) When talking to the contact person over the phone, explain who you are, what your client needs or issues are, and that you are sending (your client's name) over to them. Talk to the client beforehand to determine when he/she plans to go to the referred-to agency. Also, learn when the agency or contact person is available. Many workers will only see someone with an appointment. If so, book an appointment for the client.
Note: Use this opportunity when talking to the agency to establish a relationship or link between that contact person and yourself. If the contact person is new to you, record the individual's name somewhere to be accessed later. Also use the opportunity to explain who you are and what ACPD is (if appropriate).
(c) Give your client clear directions on how to get to the referred to agency. Find out when he/she plans to make the contact.
(d) Ask the client to contact you and let you know how the referral went. Suggest that the client can help you better serve others in your advocacy role if you are provided with feedback on the referral. If you know that the referred-to agency has not been very helpful, you can adjust your procedures and records accordingly.
(e) If appropriate, phone the client in a day or two to ask how the referral went. (Use your intake record or phone record form for this). If the referral was not successful, ask what further assistance or information you could give the client. Determine the reasons for the success or failure of the referral. If you haven't heard from the client in some time and you are concerned, you could send a "Follow-up letter." (see page....)
(2) Making multiple referrals: some clients may have a range of problems that need addressing that are outside of the realm of housing or GAIN issues. You may not know which agency could help the person. If your client is a person with a disability, refer them to the Information and Referral Officer at the Resource Centre for Independent Living (RCIL) 1519 Pandora Avenue. 595-0044. They have a computerized inventory of all programs and services for people with disabilities in the CRD.
If you are calling the RCIL for the person, explain the person's situation to the I&R Officer, get the information and make the referral. Follow the same procedure as above. Explain that your client asked you to make the contact for them.
(3) Referring to another advocacy agency or advocate instead of taking on a case yourself: You may decide to refer a client to another advocacy agency or advocate for various reasons:
(a) The client's concerns are best handled by a specific government agency. For example, (i) complaints about the administration of particular government ministries should be directed to the Ombudsman's Office. This includes complaints about BC Housing Management Commission (ii) Human Rights' Issues: give the client information about their rights around discrimination, what their rights are. Assist your client with knowledge of these two government agencies by referring to the appropriate sections in the "Situation Handbook" under Human Rights and the Ombudsman.
(b) You feel another advocacy agency (e.g. TAPS) can better serve your client e.g. if the case involves an area you do feel you lack expertise in.
(c) The client's case involves legal issues which you are not trained to handle. Thus you may refer the person to The Law Centre.
(d) You cannot agree to help the client with a certain course of action e.g. your client wishes to pursue a Human Rights complaint about a ministry staff person while you believe such an action would prove fruitless
(e) You are overworked
(f) You feel a "conflict of interest" for some reason
(See the list of advocacy contacts at the end of this section.)
Final Note on referring clients to other advocates: Under no circumstances should you feel guilty or hesitate to refer a client to another advocate when appropriate. Two considerations must take precedence: (1) What is in the best interests of the client (2) Your own individual needs as an advocate. When referring someone to another agency for assistance, explain to the client why you are making this referral instead of taking on the case yourself. If appropriate and asked to do so contact your referral to explain the client's situation.
Recording Program Activities
(Back to Info and Referral Links)
Note: It is extremely important for the program to have proper records of activities both to facilitate the advocacy process and to support grant applications for future funding of the program.
Forms used by the Housing Advocacy Program include:
(1) Intake forms for recording all requests for information on housing whether it be by phone, written or in person; the nature of requests, frequency etc. Break down into classifications e.g. Landlord/tenancy issues, GAIN, discrimination etc.
(2) Intake file record when opening up a case file on a client; separate intake-form for residential/tenancy cases
(3) Authorization form to act on the client's behalf and to release information for the client
(4) Confidentiality form: designating that all information obtained on the client will be kept strictly confidential
(5) Sample form letters for various situations: e.g. Sample letters from doctors supporting a client's application for social housing or GAIN FOR THE HANDICAPPED designation
(6) Follow-up letter to client to determine client's status with regards to his case and file
(7) Request for Information From ACPD's Housing Information Officer: the advocates may request from the Housing Information Officer information or material on a particular topic. This form is to be used to make that request
(8) Information update form: to be used by the advocate and/or the Information Officer when they come across new information that should be added or amended to our housing information sources
(9) Monthly statistical forms: these forms are to be completed at the end of each month. Information includes number of clients served in the month and a breakdown of case areas
. (10) Phone Contact Notes: to be used when tracking down specific information. Phone contact notes can be added to the client's file.
HOUSING ADVOCACY IN-TAKE FORM
Date Opened: _______________ PLEASE CHECK DONE
----- Authorization Form
Date Closed: _______________ ----- Case History
------ Referred
Advocate: _______________
________________________________________________________
Client Information:
Name:___________________________________Sin No.________________
Phone:_____________ Message:___________________________
Present Address:___________________________Postal Code __________
Alternate Address:_________________________ Postal Code __________
Disability: (If appropriate) _________________________________________
Case Issues:_____________________________________________________
_______________________________________________________________
_______________________________________________________________
___________________________________________________________________________________________________
Case Reviewed:_________________________________________________
_________________________________________________________
Comments:________________________________________________
_________________________________________________________
_________________________________________________________
Cross Reference:_________________________________________________
_________________________________________________________
Follow-up:_____________ Date:_______________
INTAKE FOR RESIDENTIAL TENANCY ISSUES
Date Opened: _______________ PLEASE CHECK DONE
----- Authorization Form
Date Closed: _______________ ----- Case History
` ------ Referred
Advocate: _______________
NAME: PHONE:
ADDRESS:
ALTERNATE ADDRESS (If applicable) Message
Eviction _______ Sec. Deposit _____ Repairs/Maintenance____
Rent Increase_______ Damages ______(l.l. tenant) Other_____
CIRCUMSTANCES/ISSUES
__________________________________________________________
ADVICE
________________________________________________________
RESULTS
_________________________________________________________
m/f household _______ income source ______ housing: pr/pub_______
Cross Reference: _________________________________________________
Follow-up: ______________ Date:
ACTION COMMITTEE OF PEOPLE WITH DISABILITIES (ACPD)
926 View St. Victoria, B.C. V8V 3L5
383-4105 Fax: 383-4835
AUTHORIZATION RELEASE FORM
I, ________________ _________________, agree and consent to have
____________________________________ of the Action Committee of People with Disabilities to work as my advocate and to represent my concerns with appropriate agencies in the community on my behalf.
I ___________________________________give my permission for agencies to exchange and to release all confidential information regarding my immediate concerns to my advocate at the Action Committee on my behalf.
In addition, I give my advocate permission to discuss my concerns with his/her superior should it be required.
_________________________ __________________________
Signature of Client Date
_________________________ ___________________________
Signature of Witness Date
Location_________________________________________________
ACTION COMMITTEE OF PEOPLE WITH DISABILITIES (ACPD)
926 View St. Victoria, B.C. V8V 3L5
383-4105 Fax: 383-4835
ADVOCACY CONFIDENTIALITY AGREEMENT
I, _____________ of the Action Committee of People with Disabilities agree to keep confidential all personal information given to me by my client _________
except where permission to disclose such information has been granted to me by my client.
_______________ _________________
Client's Signature Witness
_______________
Date
Note: Original to be given to client and a copy kept on file.
AVOCACY IN-TAKE FORM FOR RECORDING
REQUESTS FOR INFORMATION
Date Name Address Ph: Information Information Referral
Requested Given To
PHONE CONTACT NOTES
Date: Client:
Person called: Position: Phone Fax.
Reason for call: (Information needed) __________________________________________________
Results of call:
_________________________________________________
Follow-up:
Date:
REQUEST FOR INFORMATION
TO ACPD'S HOUSING INFORMATION OFFICER
Requested by:
Information Requested: (Attach additional sheet if necessary)
Date Requested:
Date Information Needed By:
__________________________________________________________
Information Provided: (Attach additional sheet if necessary)
Information provided by:
Date information provided:
_________________________________________________________
Additional Information Requested: Date:
INFORMATION UPDATE FORM
HOUSING INITIATIVES PROJECT
Note: Please use this "Information Update Form" if you come across any information on housing that you feel would be of interest to our Project staff or should be included in one of our information databases. The information you come across may be a new program relating to housing or advocacy that we may not be aware of; a good contact person in another agency or a government program; a newsletter or publication that we should add to our library. Any information pertaining to housing.
Your input will ensure that our Housing Initiatives Project has current and accurate information to meet the objectives of our Project. Once completed, please leave this form on the Housing Information Officer's Desk. If you run out of forms, more will be provided.
Description of Information:
Contact Person: Position: Phone:
Agency/Government Ministry:
Address: Fax:
Would the person like to receive our brochure or know more about our Housing Initiatives Project: Yes No
Publication/Newsletter/Press Release Attached (Circle)
Information submitted by: Date
________________________________________________________
For Information Officer:
Information circulated to other project staff: Yes No n/a
Information Inputted into: Database Date
Files Date
MONTHLY ADVOCACY INTAKE STATS
LEGEND: Issues Identified
G: GAIN LT: Landlord/Tenant SH: Social Housing OTH: Others
MONTH:__________ DATE:___________
PHONE CALLS DROP-INS INTERVIEWS REFFERRALS
G Lt Sh Oth G Lt Sh Oth G Lt Sh Oth G Lt Sh Oth
Quick Reference List of Most Referred-To Contacts
(Back to Info and Referral Links)
Note: this is a quick reference of the phone numbers of agencies and Ministry of Social Services offices you will most frequently need to use during your housing advocacy work. For more details on these contacts, consult the section "Resource Materials" in the Appendix. This list may be photocopied and given to your client.
1) Advocacy:
TAPS (Together Against Poverty Society) 361-3521
Contacts: Rosalind Waters - Tenancy Advocate
TAG (Tenants' Action Group of Greater Victoria)
Rande McMurray - Coordinator 480-7881
Law Centre 388-4516
Human Rights Council of B.C. 387-3710
2) Housing and Tenant Information:
Housing Registry of Greater Victoria 383-4731
Residential Tenancy Branch 387-1602
TRAC (Tenants Rights Action Coalition) 1-800-665-1185
3) Social Housing
BC Housing Management Commission (BCHMC)
475-7550 Fax: 475-7551
Capital Region District Housing Corporation 388-6422
Pacifica Housing Association 385-2131
Capital Mental Health Association 389-1211
M'akola Housing (for native people) 384-1423
4) Emergency Housing
Streetlink Emergency Housing 383-1951
Sandy Meriman Housing 480-1408 Fax: 480-1548
Salvation Army Men's Hostel 384-3396
Gateway Emergency Shelter 361-1323
Transition House 385-6611
Casa Maria 361-4613
Social Services Offices in the Greater Victoria Region
(Back to Info and Referral Links)
(Note: if your client is inquiring how to apply for social assistance, he/she must go to one of the offices listed below in the area in which he/she lives. If you are not sure which office the client would belong to call one of the offices and give your client's address or call General Enquiries at 387-5807 or 475-2918)
Downtown - 1515 Quadra St. (at Pandora) 387-5356
Esquimalt - 101-1195 Esquimalt Rd. (near shopping mall) 387-6381
Fort Street - 1827 Fort St. (near corner of Richmond) 387-5117
Gateway Village - 403-771 Vernon Ave. 387-3716
Hillside - 2814 Nanaimo 387-6871
Langford - 940 Goldstream Ave. 391-244
Saanich - 308-771 Vernon Ave. 356-7601
Sidney - 111-2506 Beacon 656-3941
Sooke - 2065 Anna Marie 642-5203
5. The Advocacy Process
(Back to Table of Contents)
General Interview Procedures
General Advocacy Techniques
Advocacy with Government Ministries and Landlords
Accessing Information under the Freedom of Information and Privacy Act
Helping Clients Search For, Secure and Retain Desired Housing
General Interview Procedures
(Back to Advocary Process Links)
I. Preparation:
1) When a client first comes in and is referred to you by the front receptionist, introduce yourself. If appropriate, and if the client isn't sure he/she is in the right place, briefly explain what ACPD is and what you can do as an advocate.
2) Determine the client's need for privacy.
3) Let the receptionist and/or other staff know that you are not to be disturbed during the interview and to take messages.
4) Before you begin, have your in-take form ready.
Note: If appropriate, spend a few minutes beforehand to clear off your desk so that the client feels that you are uncluttered and will be responsive to his/her needs.
II. Let the client talk:
A good way to get the client to talk about the problem is to ask "How Can We Help you?" This focuses in on the client's mind that you are there to assist him/her. It is a good idea to avoid the question "What is your problem?" This is a negative approach to the interview and the client could respond more emotionally that with an issue-oriented explanation.
If the client is under emotional stress he/she might need to "unburden" themselves. Be a good empathetic listener but at the same time, do not let the client abuse your time. (see section on Listening Skills under General Guidelines for Advocates)
III. Concentrate on the Four S's of a successful interview: simple, short, specific and systematic. For gathering information you can also use the reliable Five "W" Questions of a successful reporter or investigator: Who, What, When, Where and Why?
General Advocacy Techniques
(Back to Advocary Process Links)
1. Identify the issue: determine the issue or issues the client is dealing with. Re-iterate to the client as concisely as you can what you have determine to be the issue. Don't generalize. For example, don't say, "I see you have been having problems with your landlord." but rather "It seems the landlord has given you an eviction notice. Let's see whether he has just cause." Write on your "intake" form what the issue is. If there is more than one issue, prioritize them.
2. Explain to the client what you know about the issue: that is, what the law or the policy manual says about the issue e.g. the Residential Tenancy Act says that a landlord can only give an eviction notice under these circumstances.
If appropriate to the client's level of understanding, back up what you say with specific references to the applicable legislation, regulation or program guides etc.
If you need to gather more information on the issue before you can tell the client how you can assist, do so. Arrange to have the client return once you have completed the necessary research in order to map out your plan of action.
3. Inform the client of what solutions he/she can take to redress the problem.
E.g. If you feel the eviction notice is illegal, explain how the client can apply for arbitration at the Residential Tenancy Branch.
Clearly explain to the client the processes involved so that he/she can decide whether or not to take the action you have recommended When appropriate, give the client various options to choose from. The client may need to take time to think over what you have said. If so, arrange another appointment but take into consideration any time limits that may relate to the case e.g. a client must wishing to contest cutbacks in homemaker hours must lodge an appeal within a certain time period of receiving the decision.
4. Once you both agree to take action, outline the steps or plan you and the client will take to address the problem. (Note: By this time you should have determined what level of self-advocacy is appropriate in the case.)
Before proceeding with your action plan, gather more information on the case including as much details as possible.
(i) Use your in-take form.
(ii) If appropriate, have the client sign an "authorization" form. Get it witnessed. Give a copy to the client and put the original on the file.
(iii) Give your client a copy of the Confidentiality Agreement Form that you have signed. Put a copy on file. Explain ACPD's policy around confidentiality.
5. Write down the steps you and your client will take. Make sure both you and your client are clear on what you have agreed to do to obtain the desired result. Follow your plan of action.
Empower your client and foster self-advocacy by making "verbal contracts" with him/her to undertake some of the tasks on the list. Ask your client, "Will you agree to go to your FAW and get a copy of the appeal form." Match the task to the client's capacity. If the client returns with task accomplished, extend congratulations and approval. This will bolster the client's confidence to assume more and more responsibility for resolving the issues at hand. If the client does not undertake the agreed upon activity explore the reasons why without being judgmental.
6. Document the progress of the case:
Document everything you do on the case. e.g. phone calls, personal contacts, copies of letters written, results of applications, each time your client comes in, tasks still needed to be done to reach the desired resolution.
Evaluate your plan of action to determine if it is achieving the results you want. For example, are the contacts you have decided upon providing you with the information you need, or should you search elsewhere. At all times, determine if your information is accurate or complete. Don't hesitate to change your plan of action if it seems to be getting you nowhere or if it no longer seems appropriate. For example, has anything changed in your client's situation that may make filing an appeal unnecessary.
Try and keep a clear and concise chronological record of the case. This may be important if another worker has to take over the case in your absence. Clients can be extremely stressed out if they have to "retell" their entire case and all that has been done on it to a new worker. A well documented file can expedite resolution of your client's situation.
7. Closing the Case
When to Close a Case File
(a) Upon successful or unsuccessful resolution of an issue
(b) When your client clearly indicates that he or she no longer needs or wants your services
(c) When you have had no contact with your client for an extended period of time. If this latter situation occurs, before closing the case file, you might want to send a "Follow-up Letter" (see attached sample) requesting your client to contact you. This letter may serve not only to close the file but may also reassure the client that you are genuinely interested in his/her welfare. It may also encourage some clients who did not obtain successful resolution to their issues but who were uncomfortable or embarrassed to let you know, to seek your assistance again.
Importance of Closing Case Files:
It is important that the outcome of each case be recorded in the client's file. This record not only serves to properly document the case but to provide you with knowledge that may enable you to better assist other clients with similar problems.
Closing the file will also enable you to properly record your monthly advocacy statistics that are needed by the program.
Once you close a case you may then want to put the file in an inactive category in your filing system.
Sample Follow-up letter to client
ACTION COMMITTEE OF PEOPLE WITH DISABILITIES (ACPD)
926 View St. Victoria, B.C. V8V 3L5
383-4105 Fax: 383-4835
April 23, 1996
David Burke
900 Bank St.
Victoria, B.C.
Dear David,
You came into my office some time ago seeking assistance on a problem with your landlord. I believe that I assisted you in filing for an arbitration at the Residential Tenancy Branch. We prepared for the hearing which you attended on your own. I have not heard from you about the results of your hearing and was wondering how it turned out.
It is always helpful for me to find out if my assistance has been of any benefit as it also enables me to better serve other clients. Perhaps you could give me a brief phone call some time and let me know how your case went. Also, if there is any other way I may be of assistance to you, please do not hesitate to give me a call at 383-4105 or to drop by our office.
If we do not hear from you within 30 days from the date of this letter, your file will be closed.
Thank you for your cooperation.
Sincerely,
Diane Young
Advocate
Advocacy with Government Ministries and Landlords
(Back to Advocary Process Links)
Chances are you will be contacting Government ministries and landlords and negotiating resolutions prior to appeal hearings or arbitrations. To best represent your clients in these contacts you need:
Knowledge of the laws, regulations and policies relevant to your client's case. If you are not sure of certain sections of an Act which may need to be referred to, brush up on them before you make your contact. Consult the relevant sections in the Ministry's policy manual.
Knowledge of the structures of government ministries. This knowledge expedites tracking down who is responsible for the area you are dealing with. In the Housing Library you will find the Annual Reports of the Ministries you have to contact. These and other resources will give you a clear picture of the administrative structure of a particular ministry.
Knowledge of legal processes. Know your client's rights under the law and what legal redress they are entitled to. This knowledge can come into play when talking with landlords or other non-government individuals.
1. The Advocate's goals and strategies during this phase of advocacy:
1. Resolution through a settlement favourable and acceptable to the person you are assisting.
2. Why might you choose to negotiate a settlement rather than appeal or apply for arbitration?
With GAIN advocacy:
- there are time delays in appeals
- the rights of the individual may be recognized right away
- this approach might be less confrontational than going to appeals
With Tenancy advocacy:
- less confrontational
- less time consuming
- possibility of obtaining more than an arbitrator is likely to award
3. The advocate's role here is negotiation rather than mediation. You want to get the best results for your client.
4. To pass along skills and knowledge to the person you are assisting.
2. Before contacting the other party:
1. Who do you contact? Make sure you are contacting the right person who can address your client's issue. Nothing is more frustrating than trying to negotiate with someone only to discover later that person does not have the authority to provide a settlement.
If you can, find out the sympathies of the people in the office you have to call. There may be one or two people who are more likely to respond favourably to you than others. Talk to other advocates who may know the office or the contacts.
In the case of tenancy issues find out what you can about the landlord and the property manager. Again, make sure you end up talking to the person who has the authority to negotiate a resolution to your client's situation.
2. Do you need other information? e.g. doctor's letters, court orders, government forms, the tenancy agreement, records of rent payments, opinions of other tenants in the building.
Have all this information in front of you before you call so that the material can be easily referred to.
3. Decide what information you require from the other party. Being clear on this will avoid your ending contacts without getting the information you need.
4. Be aware of what rights and decision making authority the other party has. The party may claim not to have the authority to make a certain decision or the opposite may occur. You may be told of final decisions that have not been made by the proper authority. Know who you are talking to.
5. Decide what you hope to achieve in the negotiation and how.
Be aware that this decision may change depending on the information you gather from the other side and his or her attitudes.
3. Contacting the other party:
1. Use a style that is natural to you. The most effective approach depends on the personality of the other person.
2. Be direct, straight forward, and non-confrontational.
4. Share these techniques of advocacy negotiation with your client:
Inform your client of the methods you are using to negotiate a solution to the problem. Explain why you are adopting these methods when making your contacts. Your client may want you to be more aggressive or with a landlord, less assertive in case the tenancy is further jeopardized.
Share these negotiation strategies and assist your client to implement them by encouraging your client to make some of the contacts with these strategies in mind. If a client is used accustomed to having to claw and fight with every government worker contacted, these strategies may illustrate a more productive approach.
Accessing Information under the Freedom of Information and Privacy Act
(Back to Advocary Process Links)
1. Background to the Act
2. When you will need to access information
3. What information you can and cannot access
4. How to access the information you want
5. Viewing the requested information:
6. Using the information to support your client's case:
7. What if you are denied accessed to information
8. Encouraging self-advocacy to access information:
9. Resources
1. Background to the Act
The B.C. Freedom of Information and Protection of Privacy Act, passed in 1992, covers all government ministries and over 200 provincial government corporations, boards, commissions and agencies (known as "provincial public bodies"). In 1993, the Act was amended to extend coverage to "local public bodies", including local and regional governments, hospitals, police forces and boards, schools and school boards, universities, colleges and self-governing professions.
There is a copy of the Act and guidelines in the housing library. You might want to have your own copy on hand. The Act is divided into 6 parts:
1) Introductory Provisions 2) Freedom of Information 3) Protection of Privacy 4) Office and Powers of the Information and Privacy Commissioner 5) Reviews and Complaints 6) General Provisions
2. When you will need to access information:
It is important for the Housing Advocate to know the provisions of this Act in order to access information that may assist a client resolve a case. To begin with, a client may not realize that all records in the custody or under the control of provincial public bodies can be accessed by the public. Furthermore, individuals have a right of access to, and a right to request correction of personal information about themselves.
There are a number of situations where your client, or you on behalf of your client, may want to access these records. If a client wishes to question any decision on benefits he/she has attained or has been denied under Social Services policy, that client's records may be viewed.
If for example, your client has appealed a decision to provide a moving grant, information on file may help the tribunal. If a client does not agree with Long Term Care's assessment of the level of homemaker services he/she needs, that file can be viewed to see exactly what the assessor wrote about the case.
Your client may also want to access information when there is concern that there is false or inaccurate information about themselves on file. The Act allows you to review your personal records and if you find an opinion expressed that you don't agree with, you can have your opinion become part of the record.
The government is obliged to correct errors or omissions of fact on their records.
Under the "Situation Handbook" of this manual is listed a number of situations where you may be asked to assist your client. If the situation applies to any provincial government body, recourse to the Freedom of Information Act may come into play.
3. What information can you access?
The Act gives the client the right to request any record in the custody of government. This means that, with some exceptions, you can see information about yourself in provincial government records. Some of the records a client may want to access to assess the advocacy process are his or her:
1) File at the Ministry of Social Services. Decision of area managers regarding requests for an appeal.
2) File at the Ministry of Health whether it pertain to the services received under Long Term Care or through a residential housing program;
3) Arbitration decisions at the Landlord/Tenancy Branch
4) File at BC Housing Management Commission if there is concern that your application for a social housing unit is not being considered fairly.
What information you cannot access. Your client should also be aware of what information cannot be accessed. First and foremost, you cannot access personal information on another person (unless, of course, you have that person's written consent). Thus, you could not see the "personnel" files of a Financial Aid Worker.
Some of the items that the Freedom of Information Act does not cover include: judicial records; published records; private records (non-government records) donated to the British Columbia Archives and Records Service or the archives of other public bodies; personal notes, communications or draft decisions of a person who is acting in a judicial or quasi-judicial capacity; records of elected officials of public bodies that are not in the custody in the custody or control of the local public body.
If you have any questions as to whether the information you want can be accessed, call the Information and Privacy Branch at 387-1992.
4. How to access the information you want:
(1) Be clear on what information you want to access. Does your client want to see his/her entire file or certain documents?
(2) Determine which ministry or branch holds the information you seek. This may not always be clear. If you are not sure where the information is located consult the "Directory (index) of government records". There is a copy of this directory in the reference department on the second floor of the Victoria Public Library. The Information and Privacy Branch at 533 Superior Street also has this directory for public viewing.
If you cannot get hold of the directory, phone the Branch at ????and they will tell you where the record is located.
(3) Either you or your client then calls the government office holding the information you require. Usually they can help you immediately or refer you to someone who can. You don't need to use the Freedom of Information and Protection of Privacy Act to request information already available. However, readily available information usually does not include personal records although some Social Services offices may be very agreeable to allowing clients to see their file.
(4) If you have asked informally for information and are unable to get what you need, you then make a formal request.
(a) Fill out the "Request For Access To Records" form (see copy at the end of this section. There are more copies in our library).
(i) At the top of the form, state the public body (Ministry, Branch, Crown Corporation) to which you are directing your request.
(ii) Be as specific as possible when describing the information you request. The more specific you are, the faster your request will be processed. Ask only what you need. The more complex the request, the longer it will take to process. If your client has seen his/her file before and made note of the file number, include it or any other file numbers known.
(iii) If you are requesting access to another person's personal information you must attach to the request form your client's signed authorization to do so.
(iv) Indicate your preferred method of access to records. You may want to examine an original (say, an entire file) or you may want to receive a copy of the material you want to view.
(v) Make sure the form is signed. Then deliver, mail or fax the form to the Information and Privacy Division of the appropriate Ministry. The addresses of the divisions you are most likely to contact are as follows:
Ministry of Social Services
110, 333 Quebec Street, Victoria, B.C. V8V 1X4 387-0820 Fax: 387-0817
Ministry of Health
2nd Floor, 1810 Blanshard Street, Victoria B.C.V8V 1X4
952-0873 Fax: 952-874
Ministry of Municipal Affairs and Housing (Includes information in the Residential Tenancy Branch and British Columbia Housing Management Commission) 6th Floor, 1019 Wharf Street, Victoria V8V 1X4 387-3169 Fax: 356-8102
5. Viewing the requested information:
(a) Access to the information must be granted within 30 days in most cases. Some requests may take longer.
(b) If you only want copies of material it can be sent to you.
(c) If you wish to view originals it must be done at the office of the Manager of Information and Privacy in the ministry or government agency holding the information you need. When you or your client reviews such materials:
(a) make notes of any information pertinent to your case;
(b) if you are your client come across any information on file that you do not agree with, or that you believe is in error, you can write out your own opinion and have it become part of the record. If there are errors or omissions of fact, the government is obliged to correct these.
6. Using the information to support your client's case:
Assess carefully the information you have reviewed. Determine how it can assist your client. e.g. does the information provide grounds for making an appeal, did the FAW put erroneous information on the file, will the corrected information enable the client to obtain a service he/she has been denied. If your client agrees, keep a copy of the relevant information on the client's case file for future reference.
7. What if you are denied access to a particular record?
Sometimes you will not get all the records you asked for. Under the legislation, public bodies may refuse to give out certain information. If the public body does not give you all the information you have requested, it will give you an explanation.
If you are not satisfied with that explanation, you can ask the Information and Privacy Commissioner to review the public body's decision. The Commissioner will make sure that the public body's reasons for refusing to disclose the requested information are acceptable under the Act.
To ask for a review, have your client send a letter to the Commissioner within 30 days of getting a written decision from the public body. Attach a copy of the original request to the public body (you should have a copy on the client's file, and a copy of the Ministry's letter to your client explaining its decision).
8. Encouraging self-advocacy to access information:
Encourage your client, whenever appropriate, to assume as much responsibility for tracking down the information needed. Perhaps the client can go to the library and look up in the directory (index) of government records where the needed information is located.
If only originals are to be looked at, the client may want go to the appropriate minsitry and view the material on his or her own. Before sending the client off, decide upon what "specific" information you are looking for that can help the case. Write down any relevant material you what the client to be on the lookout for. A client may get distracted (or just bogged down) when reading through a massive file.
Get the client to inform you of any information that could be used. Review the material soon while it is still fresh in the client's mind if comprehensive notes were not taken.
Note: Advise your client against making what you may view as frivolous requests for information under the Freedom of Information and Privacy Act.. While there is nothing wrong with requesting to see your file just for the sake of "taking a look" to see what was written about you, such requests can clog up the system and lengthen the process to fill serious requests.
8. Resources:
a) The Freedom of Information and Protection of Privacy Act
b) Brochures: I) "Freedom of Information and Protection of Privacy
ii) The Information and Privacy Commissioner
c) Booklet: An Overview of the Freedom of Information and Protection of Privacy Act
d) Request For Access To Records forms
Helping Clients Search for, Secure and Retain Desired Housing
(Back to Advocary Process Links)
Introduction:
One of the major goals of ACPD's Housing Advocacy Program is to assist clients search for, secure and retain desired housing. There are certain obstacles that you as an advocate will face, just as your clients will, in achieving this goal.
First is the definite shortage in our community of affordable, accessible and suitable housing which your client probably needs. Secondly, there may be certain obstacles uniquely faced by people with disabilities which make finding, securing and maintaining desired housing even more difficult for someone like your client than for non-disabled individuals in need of affordable housing.
As an advocate you may not be able to do much about the "shortage" of suitable housing. Your work then, will be to ensure that people with disabilities are fully informed of their housing options in finding housing and that they be given assistance in overcoming those obstacles which may be placed in their way of finding, securing and retaining the housing that does exist. The procedures in the following section will help you work with your client in overcoming these obstacles.
A. Determining client's need for one-to-one assistance in housing:
In the initial interview, you will have determined that your client is searching for accommodation whether he/she is presently accommodated, is in transition or just wants a new place in the future.
Note: Our mandate is not to duplicate the work of other housing services such as the Housing Registry of Greater Victoria. If the person is looking for "market" accommodation and can search for accommodation him/herself, first and foremost advise them to register at the Housing Registry of Greater Victoria.
Housing Registry of Greater Victoria.
Explain the services provided by the Registry, i.e. that they have a current list of vacancies and access to daily newspaper listings; telephones and workstations etc. Give them the Registry's brochure.
Explain to the client how to get to the Registry. If the person is in a wheelchair, inform him/her of the elevator and the door they must go through to get to the Registry's main office. These instructions are necessary because presently the Registry is on a basement level and access is not easily visible from the street. (Note: these instructions apply if the Registry is still located at 610 Johnson St.)
Explain that the client has an outreach worker (Patrick Stephenson) who can help special needs clients. This knowledge gives the client the option of another advocate to solicit assistance from.
Finally, encourage the client to return to your office once they have been to the Registry if more individualized assistance is needed in locating accommodation or there are other issues that need to be addressed.
Determining limits of advocate's role in assisting clients find housing:
Your initial interview will have helped you to determine your client's level of capability. Assessing what your client can and cannot do for him/herself will be a judgment call. Refer to other sections in this manual (see "Limits of Advocacy" and "Self-Advocacy Procedures.")
The following procedures are to be followed only after you are fully convinced the client needs such one-to-one assistance and is uncertain what housing options are available. Even during these procedures try to empower the consumer by having the client do as much of the work as possible.
B. Once the client has registered with the Housing Registry and/or still needs one-to-one assistance, first determine if client has any special difficulties or is disadvantaged in locating and securing housing.
Ask your client directly if he/she would like one-to-one assistance. Cases where such assistance may be appropriate is if you know the client:
1) Is print handicapped
2) Suffers from disorientation, confusion, and is a mental health consumer
3) By reason of their disabilities, client suffers from prejudice/attitudes e.g. difference in appearances, has a guide animal
4) Because of their disability, has an erratic or poor work history; is unemployed or on social assistance - circumstances which have caused landlords to react unfavourably to the client's application for accommodation
5) By reason of their disability, are in and out of institutions and hence do not have a steady rental history.
6) Needs transportation and/or accompaniment to view prospective accommodation
7) Needs personalized home assistance e.g. homecare or other attention to enable one to live independently
C. Determine the level of assistance the client will need or wants and in what specific areas. For example, does the client need or want help in:
i) Looking for accommodation through the newspapers
ii) Filling out forms for social housing
iii) Going to look at prospective rentals
iv) Liaising with landlords
v) Liaising with social services' officials in getting security deposits, moving expenses or dealing with other issues involved with GAIN
D. Have the client fill out the Advocacy Program's form "Looking for
Housing"
This form will give you a thumbnail sketch of your client's housing needs. Information on this form may help you to determine where to direct your housing search. For example, what are the person's chances of being accepted into social housing? (Don't automatically encourage everyone to apply especially if they are a single male without a disability). What price range for market housing can the client afford? The form may also identify special considerations that need to be taken into account such as the importance of having access to support services.
This form is designed to serve as a guideline in your search. The form may be helpful when assisting the client who is looking through the classified ads.
E. Determine what "kind of housing" the client is looking for.
Determine if the client's housing search can be addressed immediately by another housing agency. For example, Capital Mental Health Association runs several group homes as well as apartments with supported living arrangements. No Name Housing provides shelters for "hard-to-house" clients." If you have established good relationships with these agencies, you will feel more confident in your referrals.
If the person wants to apply for social housing, consult the section in the "Situation Handbook" for guidelines and procedures. This section will explain in detail how to apply for social housing, background material, samples of application forms, and other advice such as explaining the criteria for selecting new applicants.
F. Determine if your client has other issues that need addressing besides housing: e.g. problems around GAIN, applying for GAIN FOR THE HANDICAPPED status, conflict with the previous landlord. Deal with these issues separately, informing your client that together you will tackle these problems one at a time and that "searching for accommodation" will be a separate activity. (Refer to the appropriate section in the "Situation Handbook" for guidance on these issues e.g. Residential/Tenancy Issues.
Looking for Housing Together:
A. Make an agreement with your client as to what you will provide assistance on
Make a list of specific activities you and your client will engage in: for example, you will go through the classified ads together, you will phone landlords.
Before you proceed with the search, make certain the two of you are clear on what you both plan to do. Set a time and a place for this work. The following steps may be part of your activities in assisting a client search for and secure housing.
i) Direct assistance in looking through classified ads:
a) Referring to the program's form "Looking for Housing," determine client's price range, location, accessibility needs etc.
b) Go through the ads with the person: involve the person as much as possible in the process. e.g. if the person has literacy problems read the ads out loud to him/her.
c) Have the person call prospective landlords. You might want to rehearse exactly what the client needs to say. If necessary talk to landlord yourself.
d) If requested and only if appropriate, accompany client to the selected location. (This step is only undertaken when you have first set the parameters of when you would accompany a client: for example, the client may have communication problems or has been ill-treated or discriminated against in the past and is leery of landlords).
2. Securing desired housing:
1) If the housing that has been viewed is suitable to the client's needs, the advocate may need to further assist a client to secure the unit by:
a) Helping the client fill out the tenancy agreement form and explaining its terms
b) Arranging to have Social Services pay for the move
c) Arranging for the security deposit if on GAIN.
d) Getting hydra and the phone hooked up
e) Liaising with the landlord for any special arrangements or considerations the client may need.
(see the appropriate sections in the "Situation Handbook")
3. Helping clients retain desired housing:
Many individuals with disabilities find it difficult to retain the housing they have secured for the same reasons securing a place was difficult in the first place; for example, a mental health consumer may suffer from disorientation and confusion and forget to pay their rent on time. Or, individuals may be unaware of their rights and become easily intimidated by their landlords, and move quite often.
As a housing advocate your role is not only to help someone find accommodation or to be available when a problem occurs, but also to provide a preventive housing service whereby tenancy difficulties your clients may experience can be addressed before they become serious. You will play this preventive role by:
(a) Making it known to your client that you will be available for advice, encouragement and assistance in any tenancy matter
(b) If agreed upon, by checking with your client from time to time to find out if any problems are arising. Some individuals may appreciate this contact and will accordingly bring up issues that can be dealt with immediately.
(c) By reminding clients of their rights as tenants and encouraging self-advocacy on their part.
(d) If appropriate, by offering to liaise between your client and a landlord to ward off any problems. This service may involve communicating to the landlord reasons for your client's behaviour.
(e) By acting as a resource for your client to access community resources. Your client may need assistance in a number of areas to live independently. Knowing where to get this assistance can enable a person to feel more secure in their home environment. The Housing Advocacy Program has access to a multitude of services the client may need.
Remind the client that you are there when help is needed.
"LOOKING FOR HOUSING"
INFORMATION FORM
Note to client: the following form will assist your advocate in assessing your
housing needs. All information will be kept strictly confidential.
Name: Male Female
Present Address
Phone Number Message
Present Housing Status:
What kind of accommodation are you looking for?
Apartment House Shared Accommodation Group Home
How many persons will be living with you?
What monthly rent can you afford?
How many bedrooms do you need?
Bachelor One Two Three
Do you have special needs that need to be addressed in your housing? Ex. the place must be: a) Wheelchair accessible b) Close to transportation
c) Close to downtown d) In a quiet building
Do you have any other needs relating to your disability that you would like to share with us. e.g. do you need housekeeping service, mental health support?
Comments:
Are you registered at the Housing Registry of Greater Victoria? Yes No
Have you applied for any of the following:
____BC Housing ____CRD Housing _____Pacifica Housing
_____ Makola _____Capital Mental Health _____ Other ____
Signature of Client: _________________ Date:_______________
For Office Use Only:
6. Self Advocacy Procedures
(Back to Table of Contents)
Introduction and definition of self-advocacy
When to encourage self-advocacy
When not to encourage self-advocacy
Tips for enabling self-advocacy
Self-Advocacy Check List
Using publications to assist self-advocates
Office Procedures for the Housing Advocates and Staff
Introduction and definition of self-advocacy
(Back to Self Advocacy Links)
As a consumer-led and consumer-run organization of and for people with disabilities, ACPD strongly promotes self-advocacy in all its programs and services. People with disabilities know best what their needs are and often know best how to get those needs addressed. Furthermore, encouraging individuals to be their own advocates empowers them to take responsibility and to experience the satisfaction of knowing that they have done all that they could to have their needs met. Dependency is often a major concern in the lives of people with disabilities; dependency not only on essential health and other services, but dependency on other people. The more you empower such individuals to act on their own behalf, the greater sense of independence they will experience.
Self-Advocacy may be defined as "advocating on behalf of oneself by following certain procedures with a certain gradation of intensity, if necessary, in order to obtain the rights and/or benefits one is entitled to." All individuals have the power to some degree to act as their own advocate and should be encouraged to act as one.
When to encourage self-advocacy
(Back to Self Advocacy Links)
As a general rule, at all times and whenever possible, encourage your client to assume as much responsibility for meeting housing needs. The level of encouragement should match your assessment of your client's cognitive and other capabilities. This assessment may change throughout the duration of your work with a client as a client gains experience and confidence in acting on their own behalf.
Self-advocacy can take place at many levels and, as the definition suggests with a certain gradation of intensity. Some clients may only need certain information or knowledge of certain procedures to assume full control of the advocacy process; others may need coaxing at every stage of the advocacy process until the desired for resolution is achieved.
Throughout this manual and particularly in the areas covered under the "Situation Handbook" you will be informed of specific ways to encourage self-advocacy on the part of your client when attempting to meet their housing needs. The general tips in this section apply to all situations.
When not to encourage self-advocacy
(Back to Self Advocacy Links)
As an advocate, you want to encourage your clients to assume as much responsibility as possible. However, there may be situations where clients become their "own worst enemy." Such situations include:
(1) If the client is very hostile (perhaps justifiably so) towards service providers and acts out of control when connecting with agencies.
(2) If the client is emotionally or cognitively incapable of following the procedures necessary to seek out the solutions you have agreed upon.
(3) If, despite your explanations, a client remains uninformed or ill-informed of his/her rights and following a particular line of action will only serve to jeopardize the desired outcome.
(4) When the client expresses to you clearly that what is asked of them is just too much to handle. Respect the client's appraisal of the situation. You cannot know everything that limits a client's capability for self-advocacy.
Tips for enabling self-advocacy
(Back to Self Advocacy Links)
(1) Explain to the client your philosophy (and that of ACPD) of self-advocacy. To emphasize the principle of joint ownership of the tasks at hand, use phrases such as "We will work together..." "This will be a joint effort to find you a place." Use the pronoun "we" as much as possible.
(2) Give your client as much information as is appropriate to make him/her feel fully informed of the situation.
(3) As suggested under Advocacy procedures, agree with your client what steps or activities each of you will undertake to solve the problem. Make verbal contracts with your client. Ask, "Will you agree to go down to the Housing Registry on Johnson St. and fill out an application form?" If the client agrees and completes the task, extend congratulations on the accomplishment.
(4) Throughout the advocacy process, give the client small tasks. Write them down. Encourage client to keep written records while undertaking the task.
(5) Where appropriate, role play with the client on upcoming phone calls or contacts with agencies. This may be especially helpful in situations where previously the client has encountered difficulties with offices or certain individuals. First show the client what you would say and ask for feedback on your approach. The client may even add to your suggestions and uncover additional approaches.
(6) Tell the client you are there to discuss and difficulties that may arise in the self-advocacy process. Remind the client not to feel discouraged or frustrated if the attempts at self-advocacy are thwarted. You too undergo similar frustrations.
(7) Ask the client to please inform you of the results of self-advocacy work. You can make clients feel that they are contributing to the development of ACPD's Housing Advocacy Program by sharing their process with us and any new information they come across.
Finally, share with your clients what skills or tricks you have learned over the years as an advocate.
Self-Advocacy Checklist
(Back to Self Advocacy Links)
Whether you are acting as your own advocate or someone else is acting for you, you can help your case a lot if you take some simple steps. You may find yourself going through stressful and difficult times. These suggestions will help you keep organized. You will also be able to direct your energy more toward getting the problem solved.
1. ALWAYS FIND OUT WHO YOU ARE TALKING TO
Be sure and note the name of anyone you speak to about your case. Keep a list. Take down their name, who they work for, what their job is there, what you told them, what they told you, and any action they promised to take on your behalf.
2. ASK QUESTIONS.
Don't be afraid to ask questions. If you don't understand the answers you are getting, ask questions until you do. Not being familiar with the terminology of the agencies you are dealing with is nothing to be ashamed of.
3. KEEP CALM.
Very often the people you are talking with have no power of their own to make decisions. It can be frustrating having to argue with someone who has so much influence over your life. It's allright to show your anger, but don't let anger take control of you. Remember, you are not begging, you are just getting what you are legally entitled to.
4. FIND OUT WHO MAKES DECISIONS.
If the person you are talking to cannot make decisions, find out who can. Ask for an appointment with them or if they can see you right away.
5. MAKE NOTES.
You may know exactly what you want to say, but you have trouble putting it in words when you meet with your first worker. Make notes before hand of everything you wish to cover. This will keep both you and your worker on track.
You are less likely to be intimidated by the situation if you have your notes to come back to. Don't think you are the only one who has to do this, lawyers and advocates do exactly the same thing.
6. KEEP COPIES OF ALL DOCUMENTS.
If your worker asks you for any letters or documents, such as a letter from your doctor or your children's birth certificates, always get photocopies made. Likewise, if your doctor is sending a letter to the Ministry, make sure he sends you a copy as well. Never give away your original copies except to let the Ministry make a photocopy. Always ask for your originals and keep them in a safe place.
7. TALK TO AN ADVOCATE.
Whether you are going to be representing yourself or have an advocate represent you, it's a good idea to talk with someone who knows the system. You can get good advice on what arguments you should make and who you should talk to.
8. DON'T TAKE NO FOR AN ANSWER.
If your worker tells you that he/she cannot do something, it may mean that he/she does not have the authority. Ask if this is the case. Also ask if the decision can be appealed. If you are asking about appeals, make sure you understand what the appeal process is about. If you need help completing the forms, ask your worker for help.
9. KEEP TRACK OF ANY DEADLINES.
If you have to appeal a decision of the Ministry you only have a certain length of time to do so. If you cannot get your appeal in on time, you can ask for an extension of the time limit. Don't leave things until the last minute, something may come up and you may be late with your appeal.
10. BE PATIENT.
Sometimes things take a lot of time to get resolved. As long as things are moving along you may just have to wait. A lot of people have problems with the Ministry. Not everything can be done instantly. This does not mean that you should wait forever. If you are in a crisis situation you can ask for emergency assistance.
11. READ ALL LETTERS AND FORMS CAREFULLY.
If you have a problem because you didn't know some information, you may be told "didn't you read the [form, letter, pamphlet, etc.]?" You may also want to have someone else go over your letters to see if there is anything you have missed.
Using publications to assist self-advocates
(Back to Self Advocacy Links)
In the sections of the "Situation Handbook" and in the appendix are listed resource materials and publications that relate to specific housing situations. If appropriate, encourage the client to read through these resource materials (brochures, booklets, copies of legislation etc.) to become informed of the housing issue. Some of this material is written in "plain language" and may be suitable to clients with literacy problems.
Showing the clients what resources you use and refer to reminds clients that advocacy is a constant learning process and that they too can become knowledgeable on their own of their rights. As part of the self-advocacy process you may give clients brochures to take away with them with the agreement you will discuss it on their return.
Finally, some clients may become enthused about the "research" aspect of advocacy. On their own initiative they may ask if they can look through our ministerial policy manuals to find specific sections that relate to their case. Others will do research elsewhere and can, with your direction, uncover materials that will support their case.
Refer them to our Housing Information Officer and our Housing Library for leads and for examples of decisions on say, Human Rights hearings on tenancy issues and people with disabilities. Our library has an excellent resource publication called Taking the Law Into Your Own Hands: a guide to legal research published by the Legal Services Society.
Finally, encourage the client to share the results of the research with you.
Office Procedures for the Housing Advocates and Staff
(Back to Self Advocacy Links)
Introduction: to ensure an efficient delivery of the advocacy program, it is necessary for the advocates and other office staff to cooperate with one another. The following responsibilities should be noted:
A. Phone calls/drop-ins:
I. Receptionist/Secretary:
1. Make note of the availability of the advocates. If you just come on duty, inquire of the previous person or other office staff of the status of the advocates. If the advocates are in the office, speak to them briefly for instructions. For example, they may be expecting a call from a certain person and will want you to forward the call immediately.
2. When taking phone calls, determine the nature of the call before you automatically assume it is an advocacy issue. Do not confuse it with other issues such as queries about ACPD's home care program.
When you are clear that the call is about an advocacy issue, explain that we do have advocates who could help the caller. Take a message or refer the call to an advocate if she/he has indicated that they are available.
If the person just wants the name of another housing agency or program, refer the person first to the Housing Information Officer. If that person is not in, refer the call to the advocate only if the advocates indicate they are receiving inquiries.
3. Take messages clearly and accurately: this is especially important to enable the advocates to serve their clients best. Repeat the person's name and phone number to the caller to be sure you got it right. Fill out the message form completely: e.g. Time, date, name, phone number, check box , message and sign your full name in case the advocate is unclear about the message and wants to clarify it with whoever took the call.
If appropriate and indicated by the caller, write clearly on the message form what assistance is being requested. This may determine what priority the advocate will respond to messages.
4. Drop-ins: first determine clearly what the needs of the visitor are. Do not automatically tell them they can see one of the advocates. If you are not clear about the specific nature of the visitor's needs, ask the Housing Information Officer to come up to the front of the office to talk to the visitor. He will speak to the person and determine the appropriateness of referring the visitor to an advocate. Often a visitor may just want a referral to another agency.
5. Fill out the front information record sheet: record if the call or drop-in was about housing and/or advocacy. All calls and drop-ins are to be recorded for statistical purposes.
6. Under no circumstances are you to try and solve a person's advocacy problem yourself or to provide information on housing. If none of the advocates are around and you feel the inquiry needs immediate attention, take the message clearly and pass it on to Carol Godon (Housing Project Coordinator) or Crawford Frank (Administrative Assistant).
7. Finally, if you are unsure of the general procedures for receptionist/secretary duties, re-read the instruction manual in the front desk and check with the administrator. Don't be reluctant to admit you are unsure of something.
II. Advocates:
1. Advocates must let the office staff know when they will be in the office or will be available to see clients or to receive phone calls.
2. When you know that you will be busy with a client or need uninterrupted time, inform the receptionist.
3. If you are attending an out-of-office meeting, let the receptionist know approximately when you will return. If something comes up and you cannot return to the office that day, let the receptionist and/or supervisor know.
4. If you feel that when interviewing a client, privacy is a concern, let the other staff know before you begin the interview. Everything will be done to ensure that you are your client are not interrupted.
5. Check your messages when you first come into the office.
B. Mail:
I. Receptionist/Secretary
If the material is addressed specifically to one of the advocates put it in their mail slot or on their desk. Be sure to stamp the date on the material so the receiver knows when it arrived. Make sure advocates receive all the amendments to the GAIN manual or other government policy manuals.
Note: if the office receives brochures, newsletters, press releases etc., even if they are not about housing or advocacy, pass these materials on to the Housing Information Officer. He/she will review them thoroughly before passing them on to the appropriate source in the office. Do not put the material (such as a newsletter) up front in our display area or leave it on someone's desk who you think may be interested in it. All publications will be processed and available to anyone interested.
II. Advocates:
1. If you receive mail that is addressed to you but it is important to the whole advocacy program, using the "message sheet", pass it on to: (a) the other advocate (b) to the Housing Information Officer. The material will either be returned to you or, if appropriate, filed in our library.
You may also wish to just photocopy appropriate sections of the material and bring it to the attention of your co-workers.
2. Amendments to GAIN and other Acts, and other manuals: when you receive amendments to the GAIN regulations or other important policies, before placing them in the manual let the other housing advocates and the Housing Information Officer know about them. This way, everyone can be sure that they are informed of new changes. This is extremely important since many ministries are constantly changing their policies and procedures.
When you place the new material in the manual , make sure you throw away the out-of-date material so there is no confusion as to what is the more -up-to-date reference material.
Above all, when an Act has been appealed or amended and you receive a copy of the new Act to be included in our library, make sure you throw out the old Act or put in storage. You don't want someone mistakenly referring to sections of an Act that have changed or are no longer valid!
7. Acknowledgements
(Back to Table of Contents)
The Action Committee of People with Disabilities wishes to acknowledge the Legal Services Society of British Columbia for providing the financial resources necessary to make this manual possible.
We wish to acknowledge the many individuals from other agencies and government ministries for contributing information to the manual.
This manual would not have been possible without the encouragement of ACPD's President Joanne Neubauer, and the Coordinator of the Housing Initiatives Project, Carol Godon. In particular we would like to thank ACPD's advocates Diane Young and Jim Franklin for sharing their firsthand experiences of being an advocate.
An added note of thanks goes to Tim Bauer, who provided invaluable assistance during the final stages of the manual. Tim asssisted us during his social worker practicuum placement with the Action Committee