Guidelines for field staff to assist people living in ... - Housing NSW

SECTION 4: The Initial Visit4.1 PurposeThe purpose of conducting a home visit to the person is to:1. assess whether the person lives in squalor and to rate the extent of the squalor2. assess whether the person hoards excessively and/or self-neglects, i.e., doesnot adequately look after his/her bodily requirements and hygiene3. assess the nature and severity of any associated health and lifestyle issues4. make a preliminary identification of strategies required to address the issuesidentified.If a home assessment is not initially possible, information available to the agencymay permit identification of the issues to be addressed. Case management plansshould include eventual entry to the home, preferably with the consent andinvolvement of the occupant.The issue of consent in relation to decision-making capacity is complex and is dealtwith in more detail in Section 8. Field staff should also refer to their own agency’sconsent procedures.4.2 Approaches to engaging the personPeople living in severe domestic squalor vary markedly in their nature, personality style,acceptance, cooperation, insight and perception of their circumstances. As aconsequence, there is a need for flexibility in the approach taken by caseworkers. Somepeople may respond to a series of initial, brief, casual meetings. Others may be morelikely to respond to a visit by someone perceived to be in authority, such as a fire officeror the Police. However, cultural sensitivity and appropriateness is important here, assome people may feel uncomfortable with authority figures, which may intensify feelingsof fear and suspicion.Generally, the person is more likely to be successfully engaged if an interest is shown inthem and their particular reason for needing help. If the person agrees to accept help,the likelihood of achieving significant change and improving conditions for the individualand others is considerably greater.Options that could be considered include:• If the person is too fearful to open the door, try leaving a note in the mailbox orunder the door, asking them to make contact. Keeping privacy concerns in mind,discrete enquiries with neighbours might be of assistance.• Repeat visits by a key worker. Sometimes calling after hours, varying the hours orvisiting on several occasions may assist to engage the person.• If the person is of Aboriginal or Torres Strait Islander or CALD background,arranging to visit with a worker from the particular background or with anaccredited interpreter may be appropriate. Check with the client as to theirpreference and consent prior to making any arrangements.10