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Engagement
Put simply, engagement is building the relationship with the client. This can be a long and challenging process but is also varied and interesting. It tests the skills of a staff member but can reap very positive rewards. The needs of each rough sleeper are individual and personal and differing strategies will succeed in engagement.
This page looks at the theory of engagement for a range of clients – including those who have become entrenched. The links on the right lead to pages on specific topics associated with rough sleeping and key issues to consider when trying to engage with them.
Practical steps to engagement
Trust - the first step to engagement is trust. Outreach teams must make developing trust their primary aim with new clients. A good relationship between outreach staff and rough sleepers is a precursor to getting people inside. With more entrenched rough sleepers, an assertive approach with longer term engagement and relationship building will be necessary.
A client centred approach - a client centred approach (rather than a client led approach) is able to meet the needs of a rough sleeper while utilising the experience of an outreach worker. Understanding the client perspective by paying attention to the needs and priorities expressed by the rough sleeper can lead to increased acceptance of assistance. A client centred approach will addresses these perceived needs within the context of other issues (e.g. substance use, mental health, level of entrenchment).
Power of conversation - talking is a powerful exercise which in the short term develops knowledge of a rough sleeper’s activities and in the long term promotes a trusting, sustainable relationship. A focus on the interests of the rough sleeper can be beneficial when attempting to engage with those who are entrenched. Below is a case study from the Homeless Link good practice in tackling rough sleeping through street outreach services report good practice report which highlights a personal approach to encourage engagement.
Photo: Broadway
Good practice: using car boot sales as an engagement approach
A rough sleeper particularly liked to visit car boot sales, so the outreach workers visited boot sales with him, gradually building trust and making use of motivational interviewing techniques to encourage him to consider the options.
Where possible, it can be beneficial for clients to have some contact with other outreach staff. This can reduce reliance on one worker – especially when that staff member moves on.
Assertive approach - a persistent, assertive approach with small steps can be very successful with the most entrenched. Assertive outreach staff will expect regular contact, even from those with chaotic lifestyles. Waking a rough sleeper is a fundamental part of an assertive approach and effective service delivery, especially for those who are not previously known. It is important to recognise where to draw the line and how to react when someone continuously refuses engagement. Causing a rough sleeper to feel harassed can put workers at risk and steps should be taken to ensure that other options are available. These include changing the outreach worker relationship, trying another member of staff or trying options on a tentative basis (e.g. meals at a night centre). Outreach teams should never give up; with time the vast majority of rough sleepers do eventually come into accommodation. It is recommended that workers speak with colleagues and line managers about the best methods to use regarding a persistent approach and when to draw the line.
Partnership approach to engagement - mental health issues can affect the level of engagement and the perception of rough sleeping by an individual. Partnership working with health agencies can make this process easier. It may be necessary to work closely with doctors or approved social workers to assess whether a person should be sectioned under the Mental Health Act.
Enforcement based methods, including working with the police and other local community services, can be useful tools to encourage engagement. The enforcement pages looks at the available techniques and interventions that these approaches can offer.
Engagement issues: Older rough sleepers | Young people | Rough sleepers with no recourse to public funds | Couples and dogs | Cold weather
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