Unseen Tours | QV Social Innovation

ORIGINAL CASE STUDY / PROCESS ANALYSIS

UNSEEN TOURS (LONDON)- STRATEGIC VOLUNTEERING TO ADDRESS

HOMELESSNESS THE ENTREPRENEURIAL WAY!

What: A social enterprise based in London that empowers the homeless [or those who have been recently homeless] by turning them into tour guides giving walk-tours of certain areas in and around London.

The short story- Started in 2010 by Faye Shields, this is an off-shoot of the Sock Mob, a nonprofit charity. Started to coincide with the London Fringe Festival, the organization works with current or [recently] homeless, who, as tour guides show patrons interesting things about some areas in and around London.

The one line summary: An entirely volunteer-led organization, it is vastly successful with the 5 different areas the tours are given, showing an 'unseen' side of London and winning awards along the way.

How: Using their route knowledge of areas where they reside/used to reside, the homeless or formerly homeless show groups of people around the area, pointing out interesting facts and artefacts which get normally missed whilst doing 'proper' sightseeing. Patrons buy tickets for the tour, majority of which go to the tour guides. In addition, they get a sense of usefulness, routine and feel wanted and actually get to put to use the skills (knowledge of the area) they have learned over the years.

Of Interest to

Homelessness and vulnerable populations (those working with)

Strategic Volunteering

Tourism

Incorporating urban footprint

Self sustaining Social -Enterprise business models

the case study...

We take a deeper look into this organization, examining and analyzing some of the major issues an organization of this kind has to deal with. This includes both the good and the speed bumps. As always, our aim is to help those wanting to innovate and / or support initiatives that address homelessness to be aware of what it takes to turn an idea like this to reality.

Geography and local culture matters, but there is enough commonality here for people from anywhere in the world to relate to and adapt to their own situation.

THE wishlist

THE PROBLEM

Chronic homelessness is prevalent everywhere globally, acute in larger cities.
The homeless are largely ignored by the public, invariably have poor hygiene and often suffer from dental and mental health issues.
While a lot is done in terms of providing a shelter, there are little efforts toward allowing them to earn income, moreso options that are skills-based.

THE IDEA

The homeless, by living on the streets have strong route knowledge, they know their surroundings very well, they know nooks and crannies that everyone else will miss.

To harness this and provide guided tours to tourists and locals, show them a new side of London, earn money and raise their standards of living, gain self-confidence taking them a step closer to reintegrating into mainstream society.

THE ORIGIN

Unseen Tours is an off-shoot of Sock Mob, another nonprofit charity tackling homelessness.

Unseen Tours was started in 2010 to create larger impact via a (social) business model, actively helping the homeless earn income and raise their levels.

THE ORGANIZATION

This is a social enterprise, which focuses on active income earning for the homeless.
It is entirely volunteer run, making it an interesting option for those wanting to take their volunteering skills to a new level, making their time count.
Each tour guide is paired with a coordinator (volunteer) who work one-on-one.
The coordinator is present at all tours and guides sometimes act as mentors and confidants to the guides.

THE METHODOLOGY

Unseen Tours personnel have experience working with the homeless. They approach potential guides (the homeless) based on word of mouth references and previous associations with the Sock Mob. (See Pointers Section below for more)
Come up with a route and script together.
Other modalities decided on mutual convenience.
Money from the tours shared on a previously agreed percentage.
Every guide is paired with a coordinator to ensure routine and a degree of formality with the tour clients.

THE WISHLIST

Find effective ways to publicize their work more to the private sector, corporates
Software (billing, accounting, booking systems) that is reasonably priced and relevant to their work
Better customer service; a full time employee to coordinate overall
Practical mentoring

THE CHALLENGES

Maintaining a routine, route and sticking to the script [from the tour guide point of view]
An all-volunteer organization comes with organizational, coordinating and other problems
Funding & Marketing advice
no dedicated full-time staff
Software and other support

THE POSITIVES

The homeless and recently homeless get an opportunity to earn income.
They have a chance to use the knowledge they have gathered over the years
Helps regain self confidence and boost morale- raises their overall wellness levels.
A new model for strategic volunteering- using skills to start and run organizations and not just donate time/follow somebody else's vision.

pointers when working with the homeless...

However wonderful your idea is, the homeless are a particularly difficult target audience. Especially when the idea is an entrepreneurial one involving active inputs from them. Here are some pointers that could be useful. We strongly suggest you put on your 'practical' hat when you re ad this. It really is about making sure you can get your point across to them!

Recruiting

Have a method- The poeple at Unseen Tours had previous experience working with the Sock Mob (who also work with the homeless) so they had knowledge in how to approach them, start a conversation etc.
Work with social work agencies / social workers/ charities who have this kind of experience.
Do NOT simply ID someone on the street and go after them!

Incentives and benefits

Be clear about payments and other incentives.
Do not give cash unnecessarily.
Buy them a coffee or a meal after you've had your meeting- do not allow them to get distracted.
Do not go into a meeting with them if you do not have an incentive in place already. They are a very vulnerable population, it is not fair to them, even if your idea has a long term benefit for them. They will want to know immediate persk and have one (or some) in mind before you meet them.

Other miscelleaneous but important things

The homeless are ignored by society at large, don't take it personally if they do the same to you!
Majority of the homeless have poor hygiene, be prepared for that when you meet them
AND make it clear they need to come presentable and clean for the job (whatever it might be)
Do not smile unnecessarily- that is a huge put-off for them!
Speak simply, clearly. Do not take too many things with you when you interact with them. Do not cause any unnecessary distraction- holding their attention and focus is not easy!

Making Contact

Treat them as equals
meet in an open space, take a third person along if possible- try not to get into the he-said/she-said situation
Tell someone where you will be
Make eye-contact
Be sincere- the homeless are used to being ignored and ill-treated and are very sharp in sniffing out insincerity!
Be very clear on what is expected, make sure they understand
Explain your idea simply. Do not assume they will fill in the gaps

Be clear on what you want to achieve- with your program and with the homeless

Know where to draw the line- how much do you wish to help? Will that take you away from your mission? - It is very easy to get sucked into their life and issues within, you are there for a reason, you have a role to play as well. Keep that in mind. You will not be of much help otherwise.
Do not overpromise- be very clear (first to yourself) what you can deliver. Do no stray from that. Confidence and trust once broken will take a long time to fix, esp. with the homeless segment
Know your organizational mission and vision. Do NOT stray from that without reason or prior advice. If you are, make sure to document it so you know when and why it was done.
Do not solve mental and behavioral health issues unless you are qualified to do so and it is required of you. The homeless often suffer from either or both. See where and how you can help strategically instead of trying to solve it directly.

and finally...

Albert Kurniadi

Operations and External Relations Coordinator

We are very grateful to Albert Kurniadi, volunteer, Operations and External relations Coordinator and Board Member of Unseen Tours for taking the time to talk to us in-depth about the organization and share with us his experience and honest opinions. Over several discussions and communication (spanning over 18 months), Albert has been most helpful explaining eveything from the idea of social enterprises to help the homeless to the actual realities of working with them, in addition to telling us about Unseen Tours. An excellent and perceptive communicator, we are grateful to him for his support.

Thank you Albert!