Mapping Service Links: ‘No Wrong Door’ in Financial Hardship Kathy Landvogt Good Shepherd Youth & Family Service The Power to Persuade Symposium September , Melbourne

The Research Project: financial support service networks A study of the formal and informal networks of financial support services in four areas across Australia in 2011 Supported by Federal Department (FaHCSIA) which funds the Financial Management Program (consisting of emergency relief, financial counselling, microfinance and financial education services) Conducted by Good Shepherd Youth & Family Service Asking: “How can the services for people who are struggling financially be more effective?”

The Practice Problem Meeting the increasingly complex and multiple needs of people seeking help..through several different specialist and generic services..while maintaining engagement and an effective holistic response

Policy solution = ‘No wrong door’ The service system design promoted in many current policies = ‘The first door is the right door’. Promoted by: cross sector case practice area-based integrated service planning service collaboration & integration continuum

Research Goals and Questions Good Shepherd Youth & Family Service: Influencing policy about a range of service systems FaHCSIA: Improving the Financial Management Program 1. How are local service links currently configured? 2. How can local service links maximise wellbeing? 3. What assists financial support services to be well-linked with each other and other services?

Research Design: Survey of Service Types and Links SERVICE TYPES Emergency relief Financial counselling Microfinance Financial education Centrelink social work LINKS Referrals Secondary consultations Co-locations Partnerships Formal network memberships X

Geographic Case Study Areas Four Case Study Areas: Inner Urban Yarra Area Outer Urban Western Sydney and Blacktown Area Remote Thursday Island Area Rural/Regional Cairns Area

Data Gathering and Data Analysis Phone interviews most informed person person serves as ‘proxy’ for service 3-part questionnaire agency details e.g. staffing links e.g. referrals views about local networks Analysis network analysis – UCINET software case studies and themes consultations with participants re initial results

Why we Used Social Network Analysis Respond to policy and practice context: best methodology for the research questions Quantify what is usually qualitative Explore correlations between network links and service attributes Represent complexity effectively: tell the story Learn!

Number of Services Mapped Case study area Services surveyed Linked services Total links Square kms (approx) Total pop’n (approx) Yarra ,000 W Sydney/ Blacktown ,000 Cairns area ,600200,000 Thursday Island ,000

Mapping Networks – Another Way to Look at Numbers – and Diversity Yarra: all links Yarra: ‘pendants’ removed Blacktown area- all links; geographic areas marked

Reciprocal Ties When surveyed services name each other = ‘reciprocal ties’ (red lines) Shows stronger links and possibly greater trust But need context as well or may over-simplify : use to ask questions not draw conclusions Cairns area Yarra area Thursday Is

Attributes Correlated with Higher Links: Staffing Model Descriptive data can be correlated with number of links E.g. Staffing model: Paid staff and volunteers Paid staff only Volunteers only Shows paid staffing associated with more links

Attributes correlated with links: formal networks Some links can be treated as an attribute and correlated with other links E.g. Formal network membership is strongly correlated with number of links (except financial counselling services)

.. sociograms of formal networks Differences between Yarra area Western Sydney area Cairns area

Co-Location as an Attribute No statistical correlation Qualitative case study data shows co-location can be helpful to network links

Links With Other Sectors Services commonly at the centre of financial support networks: Housing Community health Community legal Alcohol and drug Family violence ER FC MF FE C’link Other service

What we Learnt (Very Briefly) Large number of services linked even in small sector Geography & history matter: no one size fits all; distance may promote greater collaboration Formal sector networks associated with increased referral links Volunteer-based sectors require additional resources to support effective local networks Partnerships correlated with more referral links Co-location may assist referral links but may not Some non-financial services are central to financial support networks

Challenges Using Network Analysis in the Community Sector Conceptual ▫ do the benefits of connectivity established between individuals apply to organisations? Sampling ▫ locating all relevant services ▫ interviewing the best person to be service ‘proxy’ Analysis ▫ Understanding software: need research expertise eg university Interpretation Over-simplifying findings – use reference group Dissemination Confidentiality and reputation of participants Misinterpretation due to visual accessibility

Benefits of Using Network Analysis Quantifies anecdotal knowledge Allows correlations to be made Combines qualitative and quantitative data Visually engaging and reasonably accessible PLUS Information both we and participants can use Studying ourselves not clients ‘Studying up’ potential

Thank-you Kathy Landvogt Ph