Two complaints

A few things came together recently to inspire this post...

- my last piece of advocacy work at the end of last year for someone
- the reply which began by refuting some comments I'd made
- the new coordinators comment that she wished it was possible to write letters like the one I'd written (it was my last piece of work after all)
- and another advocate's very true comment... (and I paraphrase:)

'Often when an advocate comes in to support somone with a complaint they end up going to meetings that aren't manged very well. Then the advocate often feels aggrieved that procedures haven't been followed and you immediately get two complaints. The problem is we can't complain about what we see, we can only support our partner/client who often doesn't pick out the subtleties of bad practice...'

Two complaints: one from the partner, one from the advocate. Where does the advocate's complaint go? Isn't this a potentially useful complaint (or bit of feedback) from a 'fellow professional'? Sadly if we do try to express it we get attacked, at least here in Wakefield and I'm sure in many other areas too. Despite all the rhetoric of senior managers welcoming complaints, there's still a long way to go.

Controversy on the blog

Someone has left a distressed comment on the post about self-healing systems. I've replied, appropriately I hope, but I feel like adding a couple of extra comments here.

1. Re-reading the bit that caused the distress I can see why, and in some ways I regret that I didn't write that bit more carefully. At the same time I've set myself some rules for this blog, and one of the main ones is that I write quickly and I don't go over and edit stuff. This runs the risk of me making mistakes occasionally and even upsetting people, but I think the advantages outweigh this (and it was only a tiny part of a long post that caused the upset - do read the whole thing if you follow the link). (Also many of the concerns of the commenter could have been allayed if they'd read some of the other posts, it does look like they only read the one post and didn't see any of my many comments on professionalism, my post on advocacy and therapy, or other reflections on practice and ethics.)

2. This blog is not about my professional practice, it's about testing the boundaries, it's about challenging myself first of all to reflect further on issues I encounter, and then challenging my readers - but mainly in positive ways by offering other unusual sorts of ideas that may fit in with advocacy practice or may be something to avoid.

3. As such, and this is my main point, I want to be challenged. This anonymous commenter has given me a chance to repair an error and think again about an old post. I like comments, questions, emails, suggestions, etc. I've said this several times before, but I've got plenty of readers and not many responses. A blog is potentially very one-sided, but it doesn't need to be, and you can help... (but please leave some sort of name so I can reply properly and follow your comments on other posts)

Thanks
:-)

Professionalism, stealth, and Sun Tzu

I know sometimes my posts get a bit long and rambling, and while I maintain that that is a vital part of my exposition (my practice, my methodology, my ethics) I do also accept that I need to try to offer some more bite-size chunks as well...

I've been discussing my thoughts about professionalism (hidden in the review of christmas and Street Angels) with a few people over the last couple of days and I've come to another couple of conclusions. Firstly that it could more simply be described as 'friendly professionalism' (if that's not a bit too cheesy for you), rather than 'stealth', which has its own advantages. At the very least I think most people can see the value friendliness has in aiding communication and this perspective can help us adapt our practice in different ways and give us new understandings of our physical and social environment (and the post about accessible computing is similarly about adapting to new technology).

Another friend immediately started quoting lots of classic Chinese and Japanese texts to me and I'm afraid I've forgotten most of them except Sun Tzu's The Art of War. I did remember a lot of the context though, gleaned from various places. The art of war is stealth (broadly) - you conquer your enemy without their even realising it - and the characterisation of stealth by Sun Tzu has found many other applications. Mark mentioned that people work with a good leader automatically (and I would add comfortably) and don't even question the leadership because it just makes sense. This approach has found applications in many fields over the last 2500 years, and it could be interesting to write something about The Art of Advocacy... (if anyone's got any ideas get in touch).

Christmas and Street Angels reflections

This started as a reply to Kez Lama's post on the subject, but became too long and I felt in the end it would be inappropriate to post as a comment. I also wanted to be able to post these reflections here as they were interesting to write and are relevant to this blog. It's also relevant to my earlier post about Street Angels.

It's really about professionalism in different contexts, and about trust, so it should make sense:

From an anti-capitalist and anti-christian perspective, but as someone who is dedicated to different experiences of community and sees ritual and ceremony as important parts of life, christmas is a strange time.

I had a similarly communal and voluntary experience, and I've enjoyed many christmases with various diverse groups of people over the years. This year I spent the day with Urban Space again. I really felt I spent the day with lots of old friends, and they really are friends, even though I've met most of them 'professionally' through their lack of capacity to deal with problems in their life and their involvement with local services and support groups. The great thing was its unpretentiousness. Everyone just seemed to feel free to be themselves, and happy to be together talking and having fun.

I also enjoyed being a Street Angels volunteer, meeting other volunteers, talking to people in the streets, joking about Ru and the Bishop going into Wildcats, and seeing that we clearly provided a useful service that should continue. It was interesting to be in the city centre at that time of night but not being out, as it were. I usually like to think I'm quite aware of what's going on around me when I'm out (I've had a few lapses), but wearing that huge fluorescent yellow coat, coupled with our responsibility to be observant and learn how to blend in and operate effectively still impressed a new perspective on me. I think the main observation I made was that life on Westgate is actually much more safe and enjoyable than I expected. I'm not so sure about the music policies generally, but I'm much more likely to go out in Wakefield after this experience (and avoid the hassle of travelling to Leeds).

I think my conclusion as I write this is that perhaps we should understand professionalism as a sort of stealth movement... That if we are professional enough at our work then the 'professionalism' should become invisible, disappear: whoever we are working with will feel comfortable, should see us as just another (albeit friendly) person, and feel that it's worth their while talking to us; the more familiar barriers of professionalism, often including a mixture of suits and formal clothing, jargon and other formal language, potentially multiple caveats about what we do, who we are, confidentiality and when we break it, complaints procedures, equal opportunities policies, etc., and other more personal barriers like never accepting a cup of tea, not liking dogs or being vegetarian — all these other professional barriers should disappear. Then our dislike of dogs is dealt with professionally and unobtrusively and no one even notices, we will be able to sense when it would be appropriate for our client's comfort to accept a cup of tea from them, and we will be able to slip in the necessary bits about confidentiality exactly at the right time so it's not too mechanical and can be listened to and understood... Maybe we can't get there yet, but it seems to be a reasonable direction to try to head in.

Now is the time to reflect on the experiences of Street Angels, to think about how we worked, what worked, where the gaps or problems are, and how we respond to all this and prepare to start again. I'm sure you and I are not the only people to recognise the specific role Street Angels volunteers found themselves in, and I feel there is an opportunity to capitalise (if I can use that word) on this experience by encouraging volunteers to 'blend in', to be able to give professional support when required, but to make the people they are working with feel comfortable with whatever support we're giving them.

The other thing that comes with this approach is trust. Blending in requires intuition and flexibility, and people will practice it in different ways that suit them, but trying to regulate this in formal procedures doesn't really work. I don't really see this as a big problem though, as we already have a pretty good team of reliable people and we know we can work together. There are various points for discussion, and I think the idea at this stage is to have another Sunday afternoon gathering soon where we can all share feedback and start to plan for the future. Hopefully we can find a way to build on this experience and support and develop our good practice rather than impose too many procedures and expectations that may only serve to create more unhelpful barriers before the people we're trying to work with.

I can't finish without saying something more about trust. Many people say we are living in a less and less trusting society, I don't know if this is true but it certainly seems trust is an attitude that is sorely missing. I see it in the police, who spend so much time being lied to they hardly know anything else and rarely seem able to trust people; in benefits agency and job centre plus staff who are under pressure to stamp out benefit fraud; from mental health professionals who are constantly doing risk assessments; from social workers who think advocates are going to complain and make their lives a misery; from service users who are so used to the veil of objective professionalism and the repeated disappointments over the years that anger often comes out instead of trust... the list goes on.

The sad response to the lack of trust today is often to add more layers of bureaucracy and professional and moral policing to try to cover for the lack of trust, but surely it's obvious that not trusting people breeds distrust and untrustworthiness. On the other hand trusting someone almost always helps to make them feel at ease, and the more responsibilities you trust them with the greater their chance of growing in confidence and skill. Once you trust people, management becomes a collective process of observation, feedback and analysis that provides its own safeguard and lets project coordinators identify issues and resolve them.

Hopefully Street Angels will be able to continue to capitalise on its trust in people and get back out on the streets as an effective and satisfying experience for everyone.