Working with clients experiencing homelessness and specialist homelessness services. QAILS webinar 10 August 2015
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1 Working with clients experiencing homelessness and specialist homelessness services QAILS webinar 10 August 2015
2 Presented by. Marissa Dooris Lawyer and Stephen Grace Lawyer Outreach Legal Clinics (including Homeless Persons Legal Clinic) QPILCH
3 Overview QPILCH/HPLC context Insights from the HPLC experience and research Legal needs Barriers to legal assistance Advice-seeking behaviours Working effectively with clients experiencing homelessness Effective collaboration with community agencies Legal Health Check & future opportunities
4 QPILCH Queensland Public Interest Law Clearing House Inc QPILCH is a community legal centre that coordinates the provision of pro bono civil legal services for individuals and community groups We assess applications from the public, and refer eligible matters to law firms and barristers for pro bono legal assistance; We coordinate direct advice clinics: Outreach Legal Clinics (Homeless Persons Legal Clinic, Refugee Civil Law Clinic, Mental Health Civil Law Clinic, Outreach Legal Clinic, LegalPod) Self Representation Service (State and Federal Courts, and QCAT) Mental Health Law Practice Our work is built on partnerships with law firms, barristers, university law schools, QLS, BAQ, LAQ, other key stakeholders and CLCs
5 Outreach Legal Clinics Over 5,500 clients given assistance since Homeless Persons Legal Clinic (HPLC) locations in Brisbane and Regional + Refugee Civil Law Clinic + 2 Mental Health Civil Law Clinics + LegalPod Co-located with essential services accommodation, food, health, advocacy 1,200 new client files in Over 700 new clients in The Outreach Legal Clinics team at QPILCH in 2014
6 Multiple and complex needs People experiencing homelessness or other disadvantage have a high prevalence of legal and non-legal needs % of people experiencing homelessness have at least one legal problem each year and 50.5% experience 3+ legal problems each year. Vulnerable and disadvantaged populations are more likely to experience multiple legal problems. Specific types of legal problems tend to cluster together. Unresolved legal problems entrench social exclusion and disadvantage.
7 HPLC legal casework HPLC top 4 Debt & Fines Housing & tenancy Criminal Family Other civil: guardianship & administration, mental health law (ITOs), criminal compensation, reviewing government decisions (eg Centrelink), employment, child protection, succession
8 Barriers to legal assistance Lack of awareness of rights and available assistance Beliefs about, and past experience with, the law/legal system Distrust Apathy Fear Geographic/physical isolation from services Reluctance to complicate issues Capability disability, poor health, addiction, low literacy
9 Advice-seeking behaviour People prioritise immediate needs over legal issues and often do nothing to resolve the issue When people contact a legal service, the issue has generally reached crisis point I have to go to court tomorrow. I m being evicted at the end of the week. Many people turn to a non-legal services for help when they have a legal problem Community workers play a vital role in assisting people to identify their legal issues, obtain legal assistance, engage in legal processes and manage their legal outcomes
10 In summary How do we build a bridge between lived disadvantage and legal assistance services?
11 Working effectively with clients experiencing homelessness Go to the people outreach services Leave time for the client to tell their story multiple appointments may be required Recognise and respect the client s skills, capabilities and lived experiences As appropriate, help the client identify and prioritise issues Consider using the Legal Health Check Write things down (but recognise literacy issues) As appropriate, involve community workers/support people Where possible, make a plan for how to stay in touch consider which options will work best for the client
12 Connecting with vulnerable young people Best practice framework for working with young people (Legal Aid Queensland, 2015) Understand the young person Communicate effectively Delivery quality legal services
13 Connecting with vulnerable young people 1. Understand the young person Specific issues & experiences can impact ability to trust adults and/or engage with the legal process: Abuse Neglect Domestic violence Young parenting issues Homelessness Disability Substances abuse Mental health Respectfully ask questions to help you understand anything that may impact the young person s interaction with you Practice tip
14 Connecting with vulnerable young people 2. Communicate effectively Manage regular communication: Ask the young person about their preferred method of communication Can they access it regularly? Is it safe? If sending material, provide self-addressed envelopes & clear instructions for returning documents (eg signed Client Authorities) Let the young person know you will be calling on a private number & provide time frames about when to expect your calls safe appropriate regular effective communication
15 Connecting with vulnerable young people 2. Communicate effectively Building rapport and trust communication tips: Before meetings, develop a plan for how you will manage communication: Clearly establish the purpose of meeting Consider the information that is necessary to share and to obtain Consider how you will explain key legal information (plain language & examples) Ensure you are fully prepared this will build the young person s confidence that you are dependable At meetings, always: Introduce yourself and explain purpose of meeting Check the young person understands your information Ask whether the young person has any questions or concerns about the process
16 Connecting with vulnerable young people 3. Deliver quality legal services Maintain professional standards and boundaries: Prepare for and manage ongoing interactions as you would an adult Always advise the client of available options Provide appropriate written information to support their understanding Be clear about your role and how you can help Provide information about the client/lawyer relationship, including how confidentiality applies and how it will be managed with caseworkers involved Explain tasks that must be done and who is responsible for doing them Always explain what happens next and what to expect Make appropriate referrals (legal and non-legal) Provide information about services that could address other needs
17 Effective collaboration with community agencies Get to know the agency and its clients/service users Identify the legal needs of service users Understand how the agency works (assessment frameworks, constraints etc) Establish common goals and clear processes for sustainable service delivery Consider the type of legal services clients need and the resources available to provide these services. Agencies can sometimes assist with transport, host an interview, receive mail and read correspondence Agencies may be referral point for non-legal need Provide effective training Consider using the Legal Health Check Be accessible and work on the relationship
18 Legal Health Check The right issues The right questions At the right time By the right person The Legal Health Check is not a self-help tool. It is a case-collaboration resource.
19 NACLC Project Legal Health Check website for community workers
20 New Basic Legal Health Check There are also Legal Health Checks for youth at risk, new arrivals, people with mental health concerns and people with housing concerns.
21 New Mini Legal Health Check postcard
22 Future opportunities NACLC conference New Legal Health Check resources DJAG Legal Health Check Project Evaluate Legal Health Check where and how might it work best? Steering Committee ATSILS/LAQ/QAILS/QCOSS/DJAG/QPILCH Pilot sites for Legal Health Check Pathways Training materials for Qld legal assistance service providers Experimentation Which client group do you want to better connect to your legal service by leveraging their problem noticers?
23 Any questions? QPILCH Outreach Legal Clinics Ph: (07) Fax: (07) PO Box 3631, South Brisbane BC QLD 4101 Coordinator: Cameron Lavery Lawyer: Stephen Grace Lawyer: Marissa Dooris Paralegal/Administrator: Victoria Allen LegalPod Project Officer: Michaela Transton Deputy Director: Sue Garlick
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