THE TEAM
Rafael A. DÃaz Design Management
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Samuel W. Fear Industrial Design
NĂĄbila M. DĂaz Design Management
Diego Cuervo Industrial Design
Susie Industrial Design
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Overview The goal of this class was to use methods of design theory to create an innovative and economically sustainable solution, to alleviate a social problem in the City of Savannah.
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RESEARCH STAGE
The goal of the research is to achieve an in-depth and unbiased foundation for innovation. We aimed to gain an accurate perspective of the problems involving homelessness in Savannah.
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Converging Perception Before Narrowing down on our topic, we decided to do a Converging Perceptions Map that allows us to see the overlapping factors of perception within the homeless issue. The main takeaways are that we share the same space, in this case, the City of Savannah, and we both have struggled with mood, emotion, language, and wealth.
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Perceiver
Profanity Background Language Rude Tradition Religion Clothes Dirty Smell Language Desire Culture Body Language Reaction Wealth Selfish Language Desire Emotions Alone or nah Alcohol and Drugs Gender Alone Behavior Appearance Family Relationships Motivation Hand Written Sign Gender Lack of Awareness Share the Same Animal Companion Up Bringing Space Possessions They Both Have Past Experiences Struggles Wealth Walking Style Knowledge Mood Mood Emotions Emotions
Shelter “Failed system” In a group or alone Time of day Location
Perceived
“Near business” Wealth of city/community Downtown Frequency Proximity
Weather
Crowded or nah
Proximity to authorities
Context
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Homelessness is
MANY THINGS
As a human issue, it has naturally evolved throughout history. The causes are ever-changing. The consequences have shaped social environments, but how we address this problem remains the same.
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Total Homeless Population in Georgia
12, 909 11
1,815
1,145
1,055
804
1,815 Persons Experiencing Chronic Homelessness 1,145 Total Family Households Experiencing Homelessness 1,055 Veterans Experiencing Homelessness 804 Unaccompanied Young Adults (18-24) Experiencing Homelessness 12
Total Homeless Population in Savannah, Georgia
4,224 13
Total Population in Savannah, Georgia
285,959 14
Timeline The history of homelessness in the United States of America. How has the homeless condition and perception evolved?
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Philadelphia passes a law allowing locals to deport homless people
May 6, 1729
The Great Depression
Homeless rates increase significantly as the country undergoes a period of economic stagflation. In response, the federal government funds a $2 billion homeless assistance system, made up of emergency shelters, soup kitchens, transitional housing, and other programs that meet homeless people's immediate needs.
Oct 29, 1929
Sep 14, 1980 Jun 24, 1941
New York passes law implementing severe fines for homeless beggars.
Entering World War II, homelessness in America spikes
Feb 26, 1820
Jul 26, 1989
Feb 10, 2011
New York City creates the first street newspaper, the “Street News.” The paper puts some homeless to work as writers and producers, while others sell the paper on streets and trains. The paper’s proceeds provide an income for the homeless.
The U.S. Department of Housing and Urban Development (HUD) and the U.S. Department of Veterans Affairsissue their first-ever report on homelessness among U.S. veterans. Among the key findings are that veterans are 50% more likely than other Americans to become homeless.
Apr 23, 1889
May 26, 1965
Nov 25, 2002
Jane Adams founds the Hull House, which provided food, shelter, and medical attention to homeless.
Congress establishes the Department of Housing and Urban Development (HUD) .
Studies show that children and families are the largest growing segment of the homeless in America.
May 24, 1908
Mar 31, 1970
Jul 6, 2008
Theodore Roosevelt commisions a study of homeless people in America
FHA merges into HUD.
Studies find that the nation is dealing with a new subpopulation of homeless, veterans returning from the wars in Iraq and Afghanistan
Nov 25, 1873
Apr 23, 1961
May 15, 1992
Start of a 6 year depression that left people dead from starvation on the side of the road.
Congress passes the Housing Act of 1961 , creating a new program for FHA-insured, low-income rental housing.
The Republican Party proposes $4 billion in homeless assistance and a “Shelter Plus Care” program regulated by HUD.
Apr 19, 1819
Aug 30, 1939
May 25, 1986
Jun 22, 2011
First major “boom to bust” economic crisis in the U.S. Bank failures.
End of the Great Depression
Millions of Americans participate in Hands Across America, forming a human chain across the country to raise funds for the hungry and homeless.
HUD awards $900 million nationwide for homeless services or programs, the most in the history of the program.
http://www.riverdell.org/cms/lib05/NJ01001380/Centricity/Domain/275/Homeless%20Timeline%20_%20SIRS.pdf
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Stakeholder Map We identified some initial local stakeholders to reach out to during our research phase. These organizations have a significant connection and investment in the issue of homelessness and can provide valuable information and feedback on the project.
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law enforcement government food banks ASHCG NGO
salvation army
sav city mission homeless non-homeless
charities
churches
schools
sav baptist church
CSAH shelters
local businesses
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Interviews Through our stakeholder’s map, we located and contacted some prominent members of the community that are deeply involved in the homeless issue. We conducted interviews in a freeform way with a short list of preconceived questions that we deemed powerful.
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Cindy Kelley Executive Director of The Chatham Savannah Authority for the Homeless The Homeless Authority is a nonprofit that aims to reduce and eliminate homelessness in Chatham County, Georgia. They collaborate with other orga nizations that also serve the homeless, acting as a consultant and program supporter. Kelley believes in the housing first model for solving homelessness. She believes that stabilizing the individuals should be the first step towards recovery. She also suggests that the cost to society is huge when a family loses housing. Through her approach to the “Tiny-House” project we discovered that often a focused qualitative approach is the most successful.
“The way we eliminate homelessness, is we get people into housing. It’s as simple as that.
Stephanie Carr Director of The Savannah Baptist Center Stephanie Carr runs a program through the Savannah Baptist Center that aims to remove barriers and create strong relationship with homeless individuals. The one on one relationships help build trust and allow for more personalized assistance. One of Carr’s focuses is to help homeless acquire the skill and remove obstacles to employment.
“Encourage the homeless to get out of their comfort zone.”
Rudy Villalobos Savannah Homeless Authority Peer Specialist – Former Homeless Rudy is a former homeless from Wisconsin. He came to Savannah to work. A year after he lost his wallet (or it was stolen) and he couldn’t get a new job because he lost his ID and all of his documents. At that moment he became in a homeless person, because he had no money to pay for housing. Rudy was homeless for 5 years before he found the assistance he needed and was given the opportunity to work and regain housing. He now works to help other homeless get off the streets.
“When you are homeless, you scream for help, But nobody helps you”
James Temporary homeless James was a homeless individual we encountered in Forsyth Park. He said he became homeless after being racially profiled and arrested for walking in an alley downtown. He lost his job and hasn’t been able to find work due to his record. Despite being homeless, James has been working in construction, but hasn’t been able to maintain housing due to being responsible for child support. He sees a lot of homelessness as a result of the history of systemic racism in the south.
“I felt out of place there [Savannah Baptist Center] like I didn’t belong [...] I won’t go back.”
“Some of them would prefer to ask for money instead of working or refuse to be helped”
“Housing stabilizes the individual, allowing them to address their other issues.” “Some homeless have trouble finding a job”
“Help the homeless to build their resume, get certification, find job and introduce them to others”
“Let homeless get out of their comfort zone, give them motivation to get better” 24
Levels of Homelessness We discovered three categories of homelessness that are prevalent in Savannah.
Chronic Homeless
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Contemporary Homeless
Temporary Homeless
Chronic Homeless This is when an individual is in the street for a long period of time and very few or no resources are at their disposition to modify their situation. Often, these people will suffer from mental health issues. They won’t have the ability to modify their situation without the support of others..
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Contemporary Homeless This is when a person repeatedly falls in and out of homelessness. This often happens with drug addicts and with people experiencing mental health issues.
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Temporary Homeless Also known as situational or transitional homeless. This is when someone is forced into homelessness because of uncontrollable circumstances such as loosing a job, important material lost, loss of main breadwinner (father, husband, wife) etc. .
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Target User For our target user, we settled on the Temporary Homeless. In this end user, we saw the most potential for quality results. Temporary Homeless are merely destabilized and have clear and solvable barriers that have led to homelessness.
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Temporary Homeless
Name Wilson Moody
Age 48
Background He is a homeless person with aspirations to become non-homeless. He is an individual willing, eager and capable to work and gain sense of ownership. Goals • He wants to be part of the community • He wants to be recognised as an individual • He dreams to break with the stigmas of homelessness • He wants to study/learn new things • He wants to be understood by the non-homeless (needs) • I want to get access to services • I want to get/imprve a job • I want to afford basic needs and housing
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Value Proposition Our value proposition is based on the Temporary Homeless persona. We found that there is an opportunity to create a solution that develops a new collaborative network that empowers homeless through tools, support, and social fulfillment.
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PAINS
GOALS
GAINS
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Empathy Map With the empathy map our goal was to visualize and understand what the users actual needs are rather than what our assumptions lead us to believe.
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Think they are doing the right thing
Feel Miscommunicated Don’t want to live in shelters Feel Comfortable Feel Lonely Feel Neglected by Society The street feels like home
Think they are too stuck to change Criticism “I feel bad for them. Feel stressed with their situation However I don’t know I can only think about today how to help them” THINK “People ignoring me” & FEEL? “They are Dangerous” “Police chasing me” “They have to follow certain rules if they wan to get help” “People being uncomfortable when I walk by” SEE HEAR? “They should “They are all drug addicts” “People trying to help through pocket change” just get a job” “They could get off the “Judgement stares” Pity SAY & streets if they wanted to” DO? Judgement “I need to look for a place soon” They are stubborn “I need to pay for child support” “It will be fine, maybe it’s just “I can’t afford a place to stay” a temporary thing” “They interact with tourists” “I can’t afford food” “I get profits from recycling” “I would do anything to survive”
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Observations Because of Savannah’s warm climate and the large amount of public spaces, it is an easier place for homeless to inhabit. We did our observations in various locations throughout the city, including Forsyth Park, City Market, River Street, and a homeless camp.
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In City Market, we noticed that many homeless carry their belongings with them, and a few were wearing a lot of warm layers despite the comfortable temperature. During some public entertainment some homeless enjoyed dancing and singing along. There were also concerns from some of the nonhomeless. Unsolicited remarks indicated a doubt in the homeless individuals intentions. 36
In Forsyth Park, homeless individuals are usually seated on park benches along the paths. Although the park was crowded, less people chose to walk in the vicinity of the homeless. Some homeless individuals have a strong odor and have dirty clothing. Despite a number of homeless in the park, everyone seems to go about their own lives as if these individuals weren’t there.
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In the homeless camp, many individuals had high-end tents, and lots of material possessions. The camp was secluded in the woods under the shade of trees. There were several groupings of tents in small clearings throughout the camp. A dumpster had been placed towards the entrance of the camp, but there was still a great deal of trash on the ground within the camp. One tent had a moped in front of it. 38
Target User For our target user we settled on the Non-Homeless. When we get to talk, how he wants to help the homeless community and how he has done it.
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Non Homeless
Name Javier Blanco
Age 67
Background He is a coffee shop owner with aspirations to help the homeless; willing, eager and capable to help with the necessary first care. Goals • He wants to give to the homeless community • Social Fulfillment • Feeling like helping the community
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Value Proposition Our value proposition is based on the Non-Homeless persona. Where we address the Pain and Gains.
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PAINS
GOALS
GAINS
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Empathy Map With the empathy map our goal was to visualize and understand what the users actual needs are rather than what our assumptions lead us to believe.
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“They see them as a quick money source” “I feel I can’t trust them”
“They should care more”
“I feel unsafe around them”
“I feel it’s not my duty to provide for them” “They think financial “I feel someone (else) support is not the best “Homeless looking for goods should take care of the way to help them” in the trash can” problem” “They see homeless walking around” THINK & FEEL?
“Homeless drinking in public”
“They have it easier than us” “They lead problem free lives”
SEE
HEAR?
“Not generous”
“They are elitist”
“They see homeless asking for money and food” “Media misrepresenting homeless”
SAY & DO?
“They are selfish”
“I want to help but they don’t know” “I feel sorry for them ”
“They think of them as entertainment” “I see homeless being annoying and intrusive”
“I question their intentions”
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Framing and Sensemaking STAGE
During this stage, we used work on making sense of the research. Each team member embraced their perspective and past experiences and looked at the information through a unique frame. We then compared and refined the data into clear insights.
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Affinity We used four rounds of affinitization to get a visual of our data points, put them into groupings based on similarity, and derive insights from these groupings. It was an efficient way to sort through the research and quickly understand the what all means is.
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Stage 1 Yellow Stickys
Stage 2 Pink Stickys
Stage 3 Blue Stickys
Stage 4 Greens Stickys
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Key Insights Some of our key insights from affinitizing. Homeless institution have been using the same techniques for solving homelessness for a long time, without strong results. Their methods need to be refreshed.
It is assumed that all homeless are capable of work if given training and skills, however many homeless may never have the capacity for work due to disabilities, poor health, or addiction.
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“I like the idea of helping the homeless, but I need more education in order to fully understand the problem and how to help.”
Affordable housing within the community should be considered as a form of homeless prevention.
There is a misconception that homeless individuals only have basic needs for living, when in reality the have aspirations, needs, and goals beyond these basic needs.
“As a homeless individual I feel excluded from the community. I feel alienated when seeking help from local services.”
Current services offer linear approaches to the problem and are not flexible enough to address individual homeless needs.
Current services provide some of the basic needs but are inflexible, and don’t appropriately address the individual’s needs and goals. “As a homeless individual I feel excluded from the community. I feel alienated when seeking help from local services.”
The Opportunity
Current systems for temporary homeless fail to address their need for flexibility and individualized help. These systems don’t focus enough on stabilizing the individual, and tend to alienate them instead of building trust and a sense of belonging.
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HOW MIGHT WE? STATEMENT
HOW MIGHT WE?
Transform the help provided to the homeless through alternative solutions?
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Transform the help Government is doing a poor job to help us
There’s the assumption that the solution is linear, when it isn’t I cannot afford housing even if I work
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alternative solutions We need to think about making affordable housing solutions as prevention
A system that informs the community on how to best help the homeless Creating relationships and bonds that promote accountability and recovery
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CONCEPT DEVELOPMENT
Initial Concepts What were our parameters
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Homeless Currency A financial system designed for the homeless of Savannah. This concept encourages homeless people to adopt financial habits through the adaptation of bank services according to their needs. The main idea is to provide a sense of ownership and the development of financial education.
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ATM for the Homeless Banking “training wheels� The merge of apparently different structures: banking and the homeless.
SELF ST ART
Ban ks Allowance Ca rd
Segmented Spending Allo wance Homeless
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Homeless Profile Identity can’t be denied. Sometimes, homeless people lack the access to any kind of identification. The city of Savannah should provide a profiling system that acts as alternative identification. In this sense, every homeless person would be provided with a temporary I.D that recognizes them as citizens of Savannah. Also, a complete profile on their needs and background will reveal the best way to help each individual. 59
Creating a sense of belonging inside their community By knowing the background we can create effective empathy among the non homeless community
12:4 5
Verizon
45%
J onathan Pr ender ga st 3. 53
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yr s homeless
followe rs
17 photos
Fo llowing
J onathan Pr enderg ast I’ve been homeless f or 3 and a half y ears. I fell of a roof and hurt my back. I w as swit ching health insurance at the tim e and my medical bills f orced me to gi ve up my home.
Cu rrent Sa tus
Lives in camp ne xt to Truman P arkway. Eats 3 times a da y but the f ood is n’t health y. Needs to complete ph ys ical thera py.
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Homeless BNB Open homes can bring the homeless and the non-homeless community together. This concept challenges the citizens of Savannah to really open up to the less fortunate. Inspired by the airbnb model, we want to create a structure that allows the homeless to find shelter thanks to a profile. The payment would be made through chores, jobs or skills provided to the host
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Think uber: greatest car service has no cars. Greatest shelter system doesn’t focus on building, but connecting
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FINAL CONCEPT
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Elevator PITCH
A flexible Financial Stabilization System for Temporary Homeless, that reintroduces the end user to traditional financial services while providing education on smart budgeting.
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Why? How do we provide our end user with flexible tool that still provides them with structure
Financial Support is a way to help the feel safe and experience a sense of ownership. At the same time, it allows them to make choices, which provides them with freedom. It is hard to access many services without a correct ID. This ID profile also informs the community on the best ways to help homeless individuals.
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How? Having a Sucess Rate overlapping Education and Support
Donation Equity Investing in the homeless Institution Reputation Working for the homeless can improve the reputation of an institution (yes, even for a bank) Mentor Figures throughot the Process • Profile creator • Bank Associate • Transition Consultant
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Stakeholder’s Map This is the final stakeholders map where we wanted to address who were the people that we are focusing on in order for this process to work.
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law enforcement government food banks ASHCG
sav city mission
NGO salvation army
homeless
charities
churches
schools
sav baptist church
CSAH shelters
banks
local businesses
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User Testing Talking to the Former Homeless and addressing our proposal. Letting us know this is something that can help the homeless issue in the City of Savannah.
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Samuel Fear, Rudy (Former Homeless), Rafael DÃaz
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Role Play In order for us to understand how the system works we decided it was better to do a Role Play action.
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User Journey Map User Journey Map to help us understand better how will the program work. From the approach to the transition plan.
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Journey Map
First 3 Months
Paired with mentor
the Account
the Approach
the Application
The mentor walks the individual through the application process. This involves the creation of a profile de scribing needs and barriers. Financial means are determined and potential housing is selected.
Now that the individual has entered the program, they are considered a Self Start Member. The paired mentor walk the member through the structure of the account and how to use it. Funds are set aside based on the housing selection.
The mentor and member co-create a personalized betterment plan, which lays out goals and barriers that need to be addressed , and a timeline for tackling them.
Day 1
Week 1
Week 2
Week 3
A mentor approches and introduces a homeless individual to the program. If the individual is interested, then a meeting for the application is set.
the Barrier/Goals
The mentor and member begin to discuss and address initial barriers to achieving their goals, and begin developing techniques for doing this. Checkpoint
Week 4
the Job
the Skills
The mentor begins utilizing their spe cialties to help the member develop skill that help them close in on their goals.
Week 5
Re-assess
The mentor and member start creating a list of employment opportunities. Checkpoint
the Plans
Update on Job progress and budget ing. Re-assessment of goals and barri ers.
the Checkpoints
Group checkpoints with other members of the program begin. These checkpoints allow the member to see others’ successes giving them confidence in their own process. It also allows the mentor to keep updated on their progress.
the Transition Plan
Re-assess financial needs and start to plan reduction in support amount.
Checkpoint
Week 7
Week 9
Week 12
Journey Map First Contact Journey Mapping the first contact to the homeless, is the best way to understand how empathic we have to be in order to move forward.
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FRIENDLY APPROACH
In The Homeless Environment
ASKING FOR BASIC INFORMATION
USING ICEBREAKERS
ESTABLISH A CONVERSATION AND RELEASE TENSION
BUILD TRUST/LOOK FOR TOPICS IN COMMON
What is your name?
Have to had breakfast already?
Do you usually hang out at this point?
(Places in common) CREATING EMOTIONAL CONNECTIONS
“I used to be a homeless” GENERATING EMPATHY
UNDERSTANDING HOMELESS CAUSES
UNDERSTANDING LIFE DETAILS
LOOKING FOR HOMELESS PAINS
Homeless share previous experiences, pains and barriers
“Are you working now?”
Asking for homeless services (shelters)
“I’ve been in the streets for 3 months now”
MENTOR INTRODUCES THE PROGRAM
“You could fit perfectly into this program”
Mentor shows understanding about the homeless situation
HOMELESS 1st QUESTIONS
EXPLAINING THE PROCESS
What do I have to do?
First steps and requirements
ASKING FOR HOMELESS INTERESTS
“It sounds great!”
OFFERING SUPPORT TO
SCHEDULE NEXT MEETING TO
Go through the process
Share deeper information
Journey Map Co-creation Plan Journey Map to understand the back of the program and how it works in the back-end.
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2nd STEP
FOLLOW UP QUESTIONS
THE HOMELESS EXPLAINS
based on homeless answer
homeless causes in depth
“What do you want to Achieve?” “You have been accepted into the Program”
Time to make a personalized plan.
UNDERSTANDING SPECIFIC NEEDS 1
Build a resume
2
Improve interview skills
3
Medical therapy
CO-CREATING TIME FRAMES AND NEXT STEPS
“How much time do you neef for...?”
EFFECTS
EXPLANATION ABOUT
EXPLORING MAIN GOALS
STABLISHING CATEGORIES AND MAIN GOALS
MENTOR INQUIRE INTO MORE INFO TO
How to use the money to get over barriers
and barriers
Get a Job
Set up a personalized plan
LOOKING FOR ASPIRATIONS
EXPLAINING METHODOLOGY
EVALUATING FIRST MEETING
SCHEDULING NEXT MEETINGS AND TASK
OFFERING SUPPORT AND ASSISTANCE
“Yes! I’d like something more enjoyable and fulfilling.” “Would you like to change your work field?”
• “I need therapy bands... Can Iuse by budget for it?” • “Of course, all the money is for you to get better”
During the process
“Is hard to get another job”
The System The system, how it can work for both front end and back end.
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Application + Profile CreationA
Mentor
ccount Setup
Bank
Donation Pool
Temporary Homeless
Budget
Housing Review Commitee
Housing
Peer Group Meetings Waitlisted Homeless
Equity
Donors
What’s Next?
1 If successful, this system can influence public perceptions of the homeless issue.
2 An increased understanding of the problem and how it can be solved will re-galvanize efforts toward reducing and eliminating homelessness in Savannah.
3 As public perception changes, so will policy. The importance of stabilizing individuals through housing will show the importance of affordable housing in communities.
REFERENCES
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https://www.bcorporation.net/community/greyston-bakery-inc https://www.weforum.org/agenda/2016/05/why-refugee-education-is-a-problem-and-six-solutions/ http://www.blokable.com http://www.digitaltrends.com/home/blokable-modular-housing/ http://dailyutahchronicle.com/2017/04/14/homeless-people-deserve-empathy/ http://www.the-block-project.com/home http://www.king5.com/news/local/block-project-calls-on-residents-to-house-homeless-in-backyards/431369585 https://www.charterforcompassion.org/problem-solving/tiny-houses-for-the-homeless-an-affordablesolution-catches-on http://www.mythpla.org https://www.dallasnews.com/life/faith/2016/12/03/dallas-area-muslims-pack-survival-kits-distribute-homeless
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