Consumer participation at Specialist Homelessness Services: Do the homeless have a say in the services they receive?

Abstract

This study in the state of New South Wales, Australia, explored what Specialist Homelessness Services are currently implementing in regard to consumer participation, what is working and what barriers to consumer participation have been encountered by both service users and providers. Three staff members, one consumer volunteer and 10 homeless persons from three services were interviewed. The interviews were analysed using thematic analysis. The study found that while consumers have some opportunities to participate, and that participation is beneficial, there were barriers to participation, such as staff attitudes and the nature of the consumer group. The implications of these findings for staff, consumers and future policy direction are discussed.