Good practice guide TasCOSS Community Partners
Voice
for
Guide to creating safe spaces 9
CONTENTS
Spectrum of Community Voice Partner engagement 3
Tips for listening respectfully to others 8
Engagement checklists 4
Examples of Community Voice Partner engagement 10
The Community Voices Program aims to build empathy through understanding, address stigma through awareness and ensure everyone can live a good life in lutruwita (Tasmania).
Program principles 2
A reflective guide for trauma-informed approaches to being a TasCOSS Community Voice Partner 6
This good practice guide outlines ways you, as a Community Voice Partner, can prepare to engage where you can be heard and stay safe. Engaging as a Community Voice Partner is a bit different from other places such as talking to friends or family.
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You can use this guide to prepare you for engagement before, during, and after engaging as a Community Voice Partner.
3 Create a safe and supportive environment
3 Know that decisions affect people who are not always at the table
3 Sharing vulnerabilities and experiences without fear of judgement
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3 Trust the process and our partners
When partnering with diverse perspectives it is important to…
3 Listen actively and respond thoughtfully with an appetite for understanding and respectful curiosity
3 Be genuinely open to learning from new perspectives, especially those which may challenge our views
3 Participating constructively with purpose and ensuring everyone is heard
3 Are committed to a process of ongoing improvement based our own and others’ experiences
I’m learning to turn my vulnerability into power through an outlet where I’m respected and my input matters.
— TasCOSS Community Voice Partner
3 Value the diverse tapestry of the community
We value people by…
As partners we will…
3 Allow space and time for others with a willingness to compromise
These principles were co-designed in partnership by organisations and Community Voice Partners. The principles ensure that engagement is based on ethical and authentic relationships.
We partner because we…
3 Seek to increase our knowledge of different subjects and experiences
3 Building empathy by being present, patient, kind, and compassionate
3 Ensure everyone is supported to contribute on their own terms
Community Voices Program Principles
3 Examine power, bias, and privilege
3 Integrate opportunities for self-reflection
3 Be self-aware and accountable to doing our best
When you engage as a Community Voice Parter, we ask you to commit to the Program Principles below. We ask the organisations you engage with to do the same!
PROGRAM PRINCIPLES
3 Welcome and respect our differences
3 Acting with good intentions
PARTNER ENGAGEMENT
1 Adapted from the Public Participation Spectrum by the International Association of Public Participation (IAP2).
There’s lots of different ways Community Voice Partners can engage—from one-off engagements providing feedback to longer-term collaborations. The below Spectrum of Community Voice Partner Engagement helps you and the organisations you engage with to develop shared expectations.1
You can use this spectrum to discuss the engagement and your expectations with organisations—asking them about their hopes and expectations too.
SPECTRUM OF COMMUNITY VOICE
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To help you think about the spectrum in practical ways, there’s some examples of engagement in the section at the end of this document—Examples of Community Voice Partner Engagement.
Developing shared expectations for engagement using the Spectrum will help find common ground and prevent misunderstandings—striving to make the most of the experience for everyone.
Privacy or confidentiality requirements of the engagement.
Boundaries are established regarding topics or activities you do not which to discuss or take part in.
You have prepared any notes that you need, including any questions for the organisation, ready for the first meeting.
Discuss what you wrote on your ‘Engagement needs and expectations’ form. Confirm if these have been met so far with feedback or suggestions for future engagements.
You know who the primary and secondary contacts are within the organisation you will work with and how to contact them if you need to.
BEFORE ENGAGEMENT
Audience or additional people involved in engagement.
ENGAGEMENT CHECKLISTS
You have asked TasCOSS for support on anything that is unclear.
Safety requirements are discussed in terms of any physical, emotional, and cultural safety supports you might want to have in place beyond those outlined in the ‘Engagement needs and expectations’ form.
You have read this guide and any other resources given to you, including doing the reflective guide below.
Recording (audio/visual) of any engagement activities.
You have read any preparation information for the engagement provided by the organisation or TasCOSS.
FIRST INTRODUCTORY MEETING
The organisation will lead this meeting but here are some things you might expect to do or discuss in the meeting.
You have confirmed your attendance at the first meeting.
Feedback processes between the you and the organisation.
Discuss the roles of each staff member and your role in the engagement.
Questions and suggestions you have for the organisation.
The below checklists walk you through some ways you can prepare to help make the engagement good for you and the people you engage with.
Introduce yourself (name, pronouns, something about yourself).
Discussion of level of engagement and how you will influence outcomes and be kept up to date on those outcomes after the engagement.
Before the first meeting of an engagement—these are things you can do to prepare yourself and others prior to the first introductory meeting.
Privacy or confidentiality requirements.
You have filled out and provided your ‘Engagement needs and expectations’ form to TasCOSS.
Activity details for each engagement event (if more than one) should be provided clearly and with appropriate information. If not, you can ask for more details.
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You are clear on your role in the engagement according to the TasCOSS Community Voice Partner Engagement Spectrum above and understand the details as outlined in the Organisational request form given to you.
You know when and where the first meeting is and have planned how to get there on time.
You have read any preparation information for the engagement provided by the organisation or TasCOSS.
Be aware of how you are feeling. Ask for a break if you need one.
Introduce yourself as agreed prior with the organisation.
Keep language simple.
Ask questions when you don’t understand.
Speak clearly and confidently—people will definitely want to hear what you say!
Keep to time.
If there are any action items or follow up, make sure you do these in a timely manner as agreed with the organisation. If for some reason you cannot do these, communicate with the organisation to discuss alternative options or timelines.
If the event is in person, check you know where the toilets are and ask for anything you need to feel welcome, safe, and comfortable (e.g., glass of water, comfortable chair etc.).
AFTER ENGAGEMENT
If the mishap is in relation to the Program Coordinator, contact the secondary TasCOSS contact.
Ask any questions you need to know of the organisation.
You know when and where the engagement is and have planned how to get there on time—usually it is good to arrive at least 10-15minutes before the engagement starts.
Try addressing the issue directly with the organisation if you feel comfortable doing so.
You have prepared any notes that you need, including questions for the organisation.
Contact the TasCOSS Community Voices Program Coordinator to discuss.
DURING ENGAGEMENT
IN THE EVENT OF A MISHAP
Invite feedback from the organisation if you want to. Could you have done anything differently or better?
Decline to answer a question if you do not wish to by referring it to the primary or secondary contact.
Offer feedback by sharing your reflections on how the engagement went if you want to. What did the organisation do well and how could they improve next time?
Confirm next steps from the engagement. Make sure you understand what you need to do, including a timeline for actions and follow up for both you and the organisation.
Refer to the ‘Grievances (Complaints)’ section of your registration pack.
Ask TasCOSS or the organisation for support on anything that is unclear.
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PRIOR TO EACH ENGAGEMENT ACTIVITY
This resource was adapted from the open access Safe + Equal ‘Survivor Advocate Engagement Checklist.’
Debrief with TasCOSS as needed.
You know who the primary and secondary contacts are within the organisation and how to contact them if you need to.
You have confirmed your attendance for each engagement (if more than one).
If you are making any kind of speech, you have prepared your notes and practiced what you are going to say, ensuring it is clear and to time.
How will share your voice in ways which help other people hear you? For example, how will you give feedback or have input in ways other people can understand?
What do you need to protect your physical safety? Consider what you need in physical venues, times, or ways of communicating.
Are there opportunities for you to make choices about how you engage? If not, how could you ask for more choices?
How will you communicate to others that you value them and their expertise, and believe that they matter?
A REFLECTIVE GUIDE
Have you discussed communication preferences and needs with the people you will work with?
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Reflecting individually or with others on the below questions can help you take a safe approach to engaging as a Community Voice Partner. The work you do can be challenging and thinking about the below questions may help you to feel prepared, protected, and safe when you share your experiences. It can also help you engage with others in ways that protect their wellbeing too.
What does trustworthiness look and feel like? How is it communicated, demonstrated, and Howenacted?canyou
What do you need to protect your emotional safety? Consider triggers, potential for upset, being prepared, and feeling in control.
TRUST POWERAND
How will you demonstrate you have compassion and respect for others and their Havecircumstances?youconsidered who might have different levels of power in the room? How might this make you feel? How might these impact the engagement? How can you protect your own wellbeing in such circumstances?
SAFETY
What do you need to protect your social safety? Consider anonymity and confidentiality, who will be in the room, what topics might be discussed.
Domain Prompt questions
for trauma-informed approaches to being a TasCOSS Community Voice Partner
demonstrate your trustworthiness? Consider honesty, keeping your word, and anything you might wish to communicate to others about your identity, motivations, intentions, or Haveuncertainties.youconsidered what prejudices, biases, or preferences you have? How might these influence how you engage?
What are your biases? Are you likely to prioritise certain viewpoints or voices ahead of others? Why might this be and what can you do to address this?
CHOICE COLLABORATIONAND
Here’s
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some space for you to take notes as you work through the reflection This.........................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................questions:.................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................resourcewasadaptedfromtheguideto‘Trauma-informedanddignifyingpracticeinqualitativeresearch’(Moran&Ridley).
DIGNITY Reflect on your own personal or cultural history. How might your previous experiences of injustice or bias impact your engagement? Can you raise this in your discussions of safety with your organisational partners?
What are your vulnerabilities in this work? What are your doubts? What do you feel like you don’t know, or don’t know enough about? How will you address these? Where might you find support?
How can you prepare for situations where you feel like you aren’t being heard or respected? What will you do to calmy assert your voice and right to be respected?
— TasCOSS Community Voice Partner
• Show care
• Interrupt the speaker
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• Allow space to for others to finish speaking
• Turn away
• Understand that verbal and non-verbal behaviours can vary
• Slow down and think before speaking
• Clarify and check your understanding
• Rush
I come from the multicultural community. The Community Voices Program was a learning opportunity between organisations and Community Partners. It gave me the opportunity to express my ideas and opinions in a supportive environment. I learned a lot, like the importance of selfevaluation and self-awareness in life situations, and made positive ongoing inclusive contributions to wider Tasmanian communities.
• Be attentive to your own emotions, reactions, and assumptions
• Listen actively
TIPS FOR LISTENING RESPECTFULLY TO OTHERS
• Ask respectfully curious questions
• Show you have heard and thank them for sharing
• Check in afterwards
Dos Don’ts
• Generalise too much
Here’s some tips for listening and engaging respectfully others when you are a Community Voice Partner. These were written by Community Voice Partners themselves!
• Give verbal or non-verbal acknowledgements of what is being said
• Express perspectives which might be based on bias
• Focus on the person, not the task
• Offer support and give time
• Respect that people communicate in different ways
• Be appreciative of and positively affirm courage
• Dismiss what is being shared
• Be intentional with body language
• Get distracted by your phone, laptop, etc.
• Show empathy
• be keen to learn
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• control my own story
• organised
• avoid distractions and try to be present
• manage expectations
• reach out to peers for support
• set and stick to my own boundaries
• have an open mind
• value my own self-worth
• comfortable temperature
• recognise negative internal self-talk
• communicate needs prior to session
• develop self-confidence
• respect my own goals
GUIDE TO CREATING SAFE SPACES
• understand other’s curiosity and perspectives
• prepare and take lots of notes
• try to meet people where they are at
• be kind to myself
• set goals
• clean
• articulate support needs and request appropriate accommodations
• self-reflection
Safe space areas Things I can do to keep myself safe SUPPORT
• do pre-reading
• full stomach
• understand possible negative outcomes for me
• understand I don’t have all the answers and that’s ok
• be aware of breathing and emotions
We can’t always control our surroundings but there is a lot you can do to make yourself feel as safe as possible. Here’s a list of things you can prepare and do to make a keep yourself safe, created by other Community Voice Partners to help you.
• be aware of privacy needs (my own and other people’s)
• access mental health support
COMMUNICATION
• understand audience and tailor what I say appropriately
• self-care
• remember I am not alone
• ask lots of questions
UNDERSTAND
• hobbies
• knowing what time I can commit
ENVIRONMENT
• take regular breaks
• practice, practice, practice
PREPARATION
• understand my own limitations
A department of the State Government is developing a new policy which will affect many Tasmanians. To bring the voice of lived experience into the policy development process to make sure the policy works for the people it affects, the State Government department creates a Lived Experience Advisory Panel. This panel is made up of people with diverse lived experiences. Because the policy will affect Tasmanians living on low incomes, the State Government department requests that TasCOSS connect them with two Community Voice Partners—May and Rodrigo—who will sit on the panel alongside other Mayadvocates.andRodrigo
The below examples describe how Community Voice Partners could engage in different ways. These are hypothetical examples which have been written drawing on many examples of good practice from Tasmania and Australia.
I’m learning to judge less. To take a step back and consider my choice of words. I’ve become really aware of people’s more subtle emotions, so I feel like my self-awareness is increasing. I’ve realised that I like to tell family and friends what I’m doing and am speaking about the project with pride and conviction.
GovernmentCONSULT:Lived Experience Advisory Panel
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receive an introductory session with the State Government department providing background on the policy. They then attend six panel meetings— once every two months for the year that the policy development process runs. For each meeting, May and Rodrigo are provided with information and questions to review beforehand. They discuss these in the panel session, providing feedback and ideas on ways to improve, based on their experiences of living on low incomes. The State Government department then decides how to integrate this feedback and ideas into the policy being developed, and report back to the panel on the outcome from each panel meeting.
VOICE PARTNER ENGAGEMENT
This is a consultative style of engagement where the State Government department asks for feedback or input but has decision-making power about the outcomes of the process. For each meeting, the May and Rodrigo receive support from the TasCOSS Community Voices Program coordinator by checking in prior to the meeting and debriefing after. Community Voice Partners are paid for the three-hour introductory session, two hours preparation per panel meeting, two hours for each panel meeting, and half an hour debriefing for each of the six panel meetings across the year. The State Government department pays for their engagement and TasCOSS administers those payments.
EXAMPLES OF COMMUNITY
— TasCOSS Community Voice Partner
A new cross-sector collaboration is starting up to provide wrap-around perspectives on complex social problems in Tasmania. In addition to a range of businesses and organisations, the collaboration team include community members with lived experience to contribute to the project. This is to ensure that any solutions or outcomes are designed with community and are fit for purpose.
A community services organisation is hiring a new social worker. Because most clients of the organisation live on low incomes, the organisation decides it would be good practice to have someone with relevant lived experience on the interview panel. This will help to ensure the social worker hired is someone who treats clients fairly and with empathy.
The collaboration team requests that TasCOSS connect them four Community Voice Partners—Amar, Grace, Sekani, and Jorge—to work with them as partners on the project working group which will run for six months. They have funding to pay Amar, Grace, Sekani, and Jorge to each contribute three hours a week for six months. These hours include preparing for and attending meetings, providing input and feedback on documents and processes, and contributing to the creation of resources like ‘how to guides for community’. In addition to these three hours a week, Amar, Grace, Sekani, and Jorge also meet with the TasCOSS program coordinator for an hour a month to check in on how they are going and provide support as needed.
ProjectCOLLABORATE:workinggroup
The organisation requests that TasCOSS connect them with a Community Voice Partner—Akiko—who will sit on the interview panel. To do this, Akiko meets for an hour with the community services organisation to be briefed on what they are looking for. She then sits on the interview panel for five interviews for a duration of six hours (including breaks between interviews). Akiko then partakes in two hours of discussions with the organisation to come to a final decision about who is hired, providing her recommendations based on her experiences of being someone who might access their services.
This is an involvement style of engagement because Akiko is involved in the process of interviewing and contributes to the decision about who is hired. Akiko receives support from the TasCOSS program coordinator by checking in prior to the interview process and debriefing after. Akiko is paid for the nine hours of the interview process plus two hours of preparation and half an hour of debriefing.
This is a collaborative style of engagement because Amar, Grace, Sekani, and Jorge are actively partnering on the project in the same way as other collaborators. They have an equal seat at the table, they share in decisions, and they co-produce the outputs of the collaboration.
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OrganisationalINVOLVE: hiring process
BusinessEMPOWER/LEAD:servicedelivery revision
The business requests that TasCOSS connect them two Community Voice Partners—Yihan and Gabriel—both of whom have taken part in the business’s financial support program in the past. Yihan and Gabriel have lots of ideas about how to make the financial hardship program simpler and easier to access because they have been through it themselves. Yihan and Gabriel develop the ‘how to’ guide by drawing on their own experiences and talking to other customers who have taken part in the program in the past. The business support Yihan and Gabriel by providing information or resources and answering questions—enabling them to complete the guide—but they don’t really intervene with the process other than to help when asked. The resulting guide is then shared with future customers as a resource developed by customers, for customers.
This is an empowerment/leadership style of engagement because Yihan and Gabriel are taking the lead on developing and delivering the ‘how to’ guide, with enabling support from the business. Yihan and Gabriel are supported by TasCOSS with regular check ins and are paid for the time they spend checking in with TasCOSS, planning the process, meeting with the business, talking to other customers, and developing the ‘how to’ guide.
A large business delivers a financial support program for their customers who can’t always pay their bills on time. They have had feedback from customers that this program is confusing and inaccessible. They decide that they would like to work with people who have engaged with their program in the past to develop a ‘how to’ guide to future customers to help them navigate the program.
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The Tasmanian Council of Social Service (TasCOSS) is the peak body for Tasmania’s community services industry.
Our Mission is to challenge and change the systems, behaviours and attitudes that create poverty, inequality and exclusion.
tascoss.org.au
Our Vision is of one Tasmania, free of poverty and inequality where everyone has the same opportunity.
TasCOSS’s 2022 Federal Election – Tasmania Package is informed by our research and analysis and reflects the expertise of our members, advocates, and the lived experiences of Tasmanians.
