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Homelessness Services Integration

Dr Jennifer Waterhouse, University of Newcastle
Prof Robyn Keast, Southern Cross University
What’s behind the ‘integration
• Changing context – more complex, more challenging &
more competitive
– NFP, FP are increasingly integral to governments’ services
• Calls for new ways of thinking & working
– Co-production, collaboration & networks
• Can be uncomfortable/challenging
• But: also time of opportunity for NFP and FP to re-
invent their approach
• Calls for strategy, creativity & bold change by all
• ‘Holy Grail’ of public services
• The lure
But ....
• But integration is hard to achieve & even harder
to sustain - it costs before it delivers!
• Pitfalls – different drivers, reason/purposes,
levels & types
– e. g panels, networks, inter-agency meetings;
– Better client outcomes, reduced duplication; cost
– Legitimacy, mandate, contract
– Top down, bottom-up, voluntary, self-organising
• Problematic if not get the design/purpose mix
Fit-for-purpose designs

All relations have merit & application
Approaches & relational strength
must be requisite to purpose

Independent, adjusting actions &
information sharing: cooperation
Do same, but more efficiently through
joint working, aligned resources &
action: coordination
Systems change: collaboration
Also – need to consider the vertical
Integration - unpacked

Keast, 2012
The Continuum of ‘joined-up’ service provision …
Where are you and where do you need to be?
How can we find out what our
service network looks like & needs?
• Intuition is not enough!
• Network Analysis
– Way to empirically assess/confirm relationships
– Delivers
• visual representations – (maps)
• metrics (statistics for analysis/review)
• Across different metrics – information sharing, resource sharing,
joint planning, referrals in and out
• Diagnostic & evaluative tool
– Configure & reconfigure patterns of relationships
• Where to put effort for maximum gain
• Interviews and focus groups
SNA – analysis outputs
What we offer …
• Examine homelessness services integration
• Uses a proven place-based network analysis case study
approach to determine the level of integration within
and between service providers and systems.
• Answers questions:
a) How do you design integrated and cost effective
homelessness service models; and
b) What gaps exist in the service system and how can they
be addressed?
• Draws on 10 years of data on integrated services in Qld
– across number of fields
– 150 Interviews; 30 focus groups; 300 questionnaires
What would you be asked to do?
• 3 Case sites
– Newcastle, Singleton, Cessnock … others?
• Data gathered through:
– Semi-structured interviews of key personnel
– Focus groups (3 sites)
– Questionnaires
– Documents
What you would get and for how
• Research costs $52,000
• Formal Evidence-based Report:
– Network maps
– Explanation of maps
– Identification of current service gaps
– Measure of integration/centrality
– Skill assessment e.g. collaboration, negotiation,
• Development and provision of web-based Tools for
integration - wiki, Fact Sheets
• Workshop the findings and plan development
Funding sources
• Network funding, including university
• Other ideas?
Thank you
Questions or if you would like to participate please contact:
Dr. Jennifer Waterhouse, University of Newcastle
Phone: 02 4921 5025, Email: