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Demonstrating
the complexities
of being poor;
an empathy tool
Change 021 to 138 for printing
Family 100 Project Background
Family 100 was a project developed to help bring about a deeper understanding
of the experiences of families living in urban poverty in Auckland, New Zealand.
This design piece fits nicely alongside the other finance maps 67
project outputs and contributes to a well-rounded
food maps 28
suite of materials to achieve the Project’s goals.
genograms 77
Please refer to www.aucklandcitymission.org.nz
for the foundation document which describes the health maps 67
Family 100 Project and its methodology.
housing maps 44
service maps 80
Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 3
Development of the empathy tool
We co-developed a tool for the Family 100 Project that we hope will inspire
empathy, challenge assumptions and create opportunities for change.
Development of the empathy tool To aid our analysis, four focusing questions were collaboratively developed;
4 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014
Topic Areas
Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 5
Charlotte’s Family
Charlotte lives in Auckland and Charlotte grew up in difficult circumstances. Charlotte currently lives in a Housing
Her father was abusive to both her and her New Zealand rental property and is receiving
is a mother of three children; mother and routinely moved in and out of the the Sole Parent Support benefit. That payment
a boy aged 13 and two girls aged family home. Although her father worked full often falls short and she cannot quite make ends
time, his transient nature in the home meant that meet. During these times of financial shortfall,
7 and 14 months. She recently she sometimes approaches finance companies
Charlotte’s mother often had to rely on benefits
left her partner due to his to support the family. Charlotte had her first child for help or purchases clothing for the children
when she was 17 and then left home to start a or household goods from mobile trucks that show
unpredictable behavior, so she
new life with her partner. They went on to have up in her area. To meet her family’s needs, she
is now parenting alone. two more children together. also gets support from food banks, WINZ, family,
friends and neighbours.
Over the years, Charlotte has accumulated
a lot of debt. This was partly due to her partner Charlotte has some extended family in
being employed in low-paying jobs, but was Auckland, but her parents now live in
also impacted by his gambling problems and Australia. Her ex-partner has made no contact
their inability to budget on an unpredictable with her or the children since she left him.
income. They often had to take out loans to get Knowing she needs a better income, Charlotte is
by and her partner bought several cars and eager to get into a paid job and believes working
other expensive items on finance. Charlotte still will help her family. In spite of having taken
has some of these debts in her name, but she some educational courses in the past, she faces
has none of the vehicles or other goods that obstacles to getting a suitable job; a lack of work
skills, a past criminal conviction, no vehicle for
were purchased.
transport, and lack of appropriate childcare.
6 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014
Service Charlotte spends a lot of time and energy negotiating the service landscape
in order to meet her needs. Telling her story of neediness over and over to
Landscape
to appointments conspire to keep Charlotte is a mindset that is focused on
solving immediate crises rather than future planning.
Womens
Plunket Family
refuge
Pak n’
WINZ Friends
Save
Clothing
Probation IRD
truck
Housing Victim
GP
NZ Support
Food Finance
Police
banks Companies
Budgeting
Truancy
Service
Key Public
Government Agency Pool
Not for profit
For profit
Informal Support
Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 7
1
Key
Lack of Charlotte’s house causes her stress. Although Charlotte’s rent is low with Housing New Zealand, her house is cold, damp and in
disrepair. She owes some rent arrears and has some maintenance charges that she is paying off slowly. She has some neighbours that ! Complication = Coping Thoughts
sanctuary she gets along with, but the neighbourhood in general is rough and she feels unsafe sometimes. The house is a bit too small for the
family; there is no place for a kitchen table and the girls share a bedroom. This house does not provide a sanctuary for Charlotte’s family.
‘This is not my
no room for a table.
Unsafe = Cold
We live on a busy road but there is I only use the heater
no fencing to keep the children safe. ! ! when I can afford it.
! =
I talk to my house so that I sometimes go to bed
when I go out people think
there is someone home.
= I need to open the windows ! early to stay warm.
for ventilation but I’m worried
someone will break in.
= =
‘Luckily I don’t have a ‘This house makes us
car to get broken in to, sick. My sons asthma
I don’t let my children play When it’s cold we
but I wish I didn’t have is worse here’.
outside with other children sleep together in the
to walk around here,
because there is violence lounge to keep warm.
especially at night’.
on the street. Worried
I sometimes keep the
Fear oven door open for heat. Stressed
If I could afford it, I’d buy
Isolation a dog for protection.
8 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 9
2
Ashamed Key
A food Charlotte struggles to feed her family each week.
She juggles her budget to pay the most pressing
Proud
Tired Government Agency Effort Thoughts
For profit $
Time spent
Money spent
!
X
Complications
Failure
Effort: Low
Informal Support Success
Charlotte went to bed
Food gained: eggs, early so she didn’t
silverbeet, pasta have to think too much
about food.
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3
Key
Filling the immediate Charlotte hit a crisis point. Her son had an asthma flare-up, so Charlotte took him
to the GP twice over the past two weeks. There is now a prescription to fill.
Government Agency Effort Thoughts
need with more debt Charlotte has been trying to keep the house warmer to help with her son’s asthma, Not for profit Time ! Complications
but that has generated a large power bill that she does not have the money to pay. For profit Success IOU/debt
Family member $$
WINZ $$ Food bank $$ Neighbour $$
Finance Company
Prescription
Charlotte sought Power bill Charlotte rang WINZ She went into WINZ Power bill
Charlotte juggled her Power bill
Charlotte’s power was Power bill
Charlotte made a
financial help from in the morning to make the following afternoon money – there wasn’t cut. She turned to her final decision about
her family. an apppointment. for her appointment. enough for food. neighbour for help. where to get help. $$
Power bill
$$ The neighbour
She took the bus to
offered her an
her WINZ appointment. Charlotte paid $20
Power bill Food $20
extension cord from
The bus was late. towards the power his house to hers,
Charlotte asked Charlotte gathered bill. This left her no but asked for $40 a
$ $ She rang one of the Prescription
her Aunty for the her documentation: She waited at WINZ for money for food. week in exchange. finance companies
prescription money. • doctor’s bills her appointment.
that helped her in
• prescription Charlotte agreed to the past. She IOU to
• power bill that arrangement. Neighbour
already owes them
• letter from the She explained her She went to the money, but she is
$$
doctor about how situation about the food bank to get After a week, out of options.
she needs to keep power bill and her a food parcel. Charlotte realised
29 IOU to
the house warm son’s health to her she could not pay
Aunty
• bank statement case manager. They warned her the neighbour.
Aunty came and The finance company
• any recent receipts that she had used $20
got the prescription was friendly, helpful
she could find up most of her food He came over to
and went to the The case manager ? and approachable.
parcels for the year. ask for the money,
pharmacy to fill it
for her.
listened, looked at
her documents and
They suggested she and Charlotte asked
for an IOU to pay
There were few
questions, and they !
see her budgeter. transferred the money
then said she needed him later. He agreed,
Time spent: 2 hours to go to budgeting into her bank account
Gets food parcel but he was upset
Prescription filled services first. The case that same night.
with her.
manager reminded her
Effort: Medium Temporary power
that she has used all Powerbill met
X Powerbill not met for her house New debt
X Powerbill not met of her entitlements. to finance
company
Time spent: 20 minute
Time spent: 10 minute
‘I wish I didn’t X Powerbill not met Time spent: 1 day X Powerbill not met
have to wait until phone call
phone call
tomorrow, I need to Effort: High
Time spent: 5 hours Time spent: 2 hours Effort: Low
Effort: Low get this sorted now.
It is a hassle finding
my documents’. Effort: High Effort: Medium
IOU to ‘My immediate problem has
Aunty been solved. I will worry
IOU to IOU to
‘I felt I had no choice. I Neighbour
about my debts later’.
Aunty ‘My pressing problems
was worried about what were solved. I felt back
they said-I may not in control and it was
‘I wondered why I needed get food parcels in the great to be able to pay
to see a budgeter when future. I couldn’t believe some of my bills. I will
I actually had no money I was told to go to my worry later about how
‘My aunty is a great to even budget. I felt like budgeter again. How
‘I am desperate. I am to pay it back’.
help, I pay her back I was begging. I didn’t can I budget when I
with money and get the help I needed, I running out of options.
have no money?’
favours when I can’. am going to have to do Keeping my house warm
something else’. and my son healthy is
my main priority’.
Thankful Worried Hassled Angry Stressed Ashamed Frustrated Humiliated Powerless Indebted Helpless Respected Content Relieved
12 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 13
Key
4 An employment
Charlotte received a letter from WINZ telling her she needs to take any suitable part-time job she can find. Charlotte believes that Government Agency Effort
working will be good for her, she can meet new people and develop some skills. She wants her children to be proud of her and knows Not for profit Barriers
journey that she needs to make more money for her family. Her past work experience includes community service and volunteering at the
school. She has completed some free online computer lessons and took out a student loan to complete a one-year caregiving course. For profit Thoughts
Informal Support ! Complications
Job searching and preparation Applying for the job Starting the job Maintaining the job Giving up the job
!
caregiving course Children are home alone. ‘One centre I rung looks for childcare.
The case manager said did not pay off. 13 year old is in charge. advised that my
Lack of basic needs
that there is help for Charlotte now feels husband could
!
being met means less She asked if she can
clothing if she needs it. indebted to her neighbour bring the baby Charlotte is worried No
time and effort can be
directed at job hunting. ‘ I don’t want my in cash and favours. in. They obviously ‘I don’t have ! about Truancy
take two weeks off to
look for childcare. The
children taken away don’t understand anyone else because of her
rest home manager
Lack of easy access to from me. I told my that there are solo to ask. This son’s unexplained
told her that wouldn’t
a phone and computer neighbour just in case mums on their own’. is my only absences.
‘It’s not my clothes ‘What will I do when be possible.
limit communication. She received a letter from something happens’. option’.
I am worried about. my neighbour can’t She rang WINZ, they
I feel bad about my
the rest home which said her ‘I don’t want to ‘I wonder what
look after my child? advised her to call an
appearance because
! She had a voice message application was declined due to
Charlotte only sleeps from I might lose my job’. in-home childcare service.
lose my job but will happen to my
!
on her phone, but she her past criminal conviction. I wonder if this
I’m missing teeth. 3am-7am so she can help She did but she couldn’t rent amount?’
needed to top up her is all worth it’.
I am worried what the children get to school. get in touch with the
minutes in order to listen Charlotte continued to
people will think person who coordinates
to the message. look for a permanent
when I go to apply the childcare. Charlotte told them
Past criminal convictions
for jobs’. childcare solution. ! that she can’t work
are a barrier to getting
!
‘I am very tired but I Making multiple calls on a anymore if the only
employment.
will adjust. I will nap cell phone is expensive. shift available doesn’t
when baby sleeps work in with childcare.
‘How am I ever after lunch’.
‘I am running out of
going to get away options for childcare. ‘If only I had another couple of
from my mistake?’. I can’t find someone months to get on my feet, I could
who works around this find a solution for childcare and
early morning shift. ’ I could keep my job’.
Optimistic Hopeful Thankful Disappointed Appreciative Fatigued Stressed Powerless Anxious Angry Annoyed Thankful Relieved Uneasy Guilty Desperate Pressured Defeated Discouraged
14 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 15
Now it’s time
to create
change.
16 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014
Opportunities and next steps
One of the aims of this project was to identify some potential leverage
points that may contribute to positive outcomes for those living in poverty.
Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 17
Overview of the key insights
The following is a summary of the key insights that emerged from the
research analysis. The insights here give a broad overview whereas
Charlotte’s journeys provided a glimpse into the detail.
The service agency This may have to do with the complexity of For the marginalised poor,
their interactions – such as struggling to
landscape was wide, varied find cheap food and negotiating with power there are many obstacles
and complex, mirroring companies about high bills and back-payments. into suitable employment.
the intricate stories we read Participants had to tell and re-tell their stories of
We noted a sheer lack of energy for other
about in this world of the despair to many different agents to ‘prove’ they
were poor, truly desperate and deserving of help.
aspects of life due to the immediate and
marginalised poor. The impact of this was a constant sense of
persistent needs created by the constant lack
of resources, and the scramble to fill the gaps.
feeling judged and humiliated leading to anger,
Most agencies specialised in one or two areas Some agencies, such as WINZ, were seen
frustration and feelings of low self-worth. These
of service provision only, necessitating clients as gatekeepers of funds and yet urged clients
participants spent a lot of time and energy
to access multiple avenues for assistance. It to think about their future states by getting a
complying with paperwork, gathering evidence,
was common in the stories that agents referred job. Whilst many of our participants agreed that
getting their stories straight, finding help, waiting
to other services, for instance, WINZ and food employment was the way out of poverty and
to be served and travelling on public transport.
banks referred to budgeters so that clients could genuinely wanted to be in paid work, some of
get help with money management and juggling their lives were such that accessing employment
of debt. High interest fringe lenders was not feasible in the immediate future due to
We noted a theme in this study about exposure may be seen as an easier, the realities of meeting daily needs. For others,
there were barriers such as ageism, racism,
to violence, crime and anti-social behaviour that friendlier solution than lack of confidence due to appearance issues
necessitated interaction with the Police, the
courts, CYFS, Victim Support, Women’s Refuge
dealing with government like having no teeth or visible tattoos, lack
and the Department of Corrections. and non-profit agencies. of access to reliable transport, persistent health
issues, and complications accessing enough
The quality of relationships with these The participants of this study accessed services or appropriate childcare.
authoritative types of agencies was mixed to help meet their basic needs – they had a Many of the participants already felt they were
– some were thankful for the support and lack of money for power and phone bills, working, such as being a full- time parent,
protection whilst others felt they were intrusive food, housing and necessary items such as or working in un-paid jobs such as looking
and/or obstructive. clothing or household furnishings. Benefits and after other children for family and friends or
family tax credits did not usually stretch far volunteering in their communities.
Participants had to tell and re-tell enough for the participants, so they filled the
Some participants lacked skills and education
their stories of despair to many gaps by approaching WINZ for more entitlements
and had never worked in formal paid
and frequented food banks to feed their families.
different agents to ‘prove’ they employment, whilst others had done multiple
Fringe lenders, pawnshops and clothing trucks courses that never led to paid work (but
were poor, truly desperate and were a large feature of the stories – they increased their debt). Criminal convictions
were seen as an easy, friendly and hassle- presented a barrier to the workforce for some.
deserving of help. free way to get money quickly. The immediate
need for money generally outweighed the When services could not fill the
There were many not-for-profit ‘helper’ disadvantages of high interest rates, fees and
agencies mentioned in the stories such as ever-growing debt. Many participants interacted gaps, participants sought help
Plunket, Strengthening Families, Salvation with the courts because of their high debt
Army, Auckland City Mission, gambling services,
from informal supports such as
levels and/or persistent fines.
counseling, budgeting, GPs, medical specialists neighbours, family, friends and
and hospitals. Also, participants took advantage When services could not fill the gaps,
of civic spaces such as public parks, pools, participants sought help from informal churches or maraes.
local beaches and libraries. supports such as neighbours, family, friends
and churches or maraes. The participants
In looking at the service maps that the used strategies such as on-selling free
participants completed with the interviewers, items, selling or pawning their furnishings,
one can see the multitude of service agencies gardening, fishing, borrowing, and on occasion,
involved in the participants’ lives, and also the they resorted to theft or prostitution.
types of agencies they included. For instance,
many participants mentioned power companies
and supermarkets in their service landscapes.
18 Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014
Cold, damp houses in Food scarcity was evident. It takes a lot of time and
disrepair contribute to Also, people spent a lot effort to be poor.
feelings of shame, low of energy obtaining small Retelling a story of hardship over and over
self-worth, stress and amounts of food. to service agents can be a humiliating and
poor health. Lack of food was something that occupied
disempowering experience. Proving over and
over again to agents that they were poor
the time and thoughts of the participants. and in need was a time-consuming hassle for
Housing environments were described as
Food was purchased with money left over from the participants that did not always end with
very poor, with the participants living in cold,
paying rent and other bills first. This meant very the required help.
damp, mouldy homes in disrepair. Major
little money for groceries; so most participants
frustration with landlords was noted and lack We noted that the participants spent copious
were dependent upon food banks to make ends
of housing maintenance was a major issue for amounts of time and effort trying to get benefits
meet. Participants also grew their own food
the participants. Vermin was also a common and assistance from agencies, but they were
in gardens, fished, borrowed or shared food,
problem, including cockroaches, mice, rats already starting from a baseline of low energy,
foraged for free food, and took expired food from
and bed bugs. The participants ascribed health given the lack of food and lack of a restful and
the back of supermarkets in the middle of the
issues to their houses including vermin bites, re-energising home to live in.
night. Others coped with hunger by smoking or
asthma, eczema and other skin conditions.
going to bed early. Participants filled the gaps and coped with
Rent payments were prioritised in the budget, poverty in various ways. Some gap-filling
but many participants had a lack of money Participants felt guilty, sad, strategies increased already staggering debt
for power to cook and provide heat. Some levels, such as borrowing from fringe lenders;
resorted to using Glo-bug or other pay-as-you-
depressed and ashamed due
but that option may seen as an easier and
go power meters to aid in budgeting. Other to lack of food and their inability more immediate solution in the short term.
coping strategies for poor housing included The participants were immersed in the present
having the family sleep in one room to stay to provide for their families. and made decisions based upon the needs
warm, buying cats to keep vermin at bay, putting confronting them on the day. This present-only
Parents described eating only one or two
blankets over the windows to stop draughts, mindset combined with a lack of time due to
meals a day for themselves and feeding children
wiping condensation off windows each morning, basic-need seeking may not be conducive to
first. Parents hid or locked away food so that
combating mould with Janola, going to bed job-seeking or future planning in general.
hungry children did not eat it all at once. Some
early to stay warm, taking cold showers and
children ate from the fruit baskets at school or got
sitting in the dark to save power. The participants were immersed
free milk, but some schools provided a lunch and
Often these participants lived in rough then charged the parents later. Many admitted in the present and made
neighbourhoods where they were confronted keeping their children at home because they had
with gangs, anti-social activities, home no proper food to send in lunchboxes. Instead, decisions based upon the needs
invasion and even rape. Some felt unsafe in children could stay home and get a meal made
their neighbourhoods, but others felt a kinship confronting them on the day.
from what was left in the cupboards. Food was
because others surrounding them lived in ‘budgeted’ and portioned to make it last through
hardship as well. the week. Many acknowledged their diets were
These poor housing environments left unhealthy and insufficient. Participants felt guilty,
participants without a place of sanctuary. sad, depressed and ashamed due to lack of food
Ideal homes were generally described as being and their inability to provide for their families.
warm, safe and secure and large enough for the
family. The impact of poor housing was described
as anger, frustration, worry, anxiety, shame
and embarrassment. Some felt resigned to
stay this way, primarily due to lack of other
housing options.
Demonstrating the complexities of being poor; an empathy tool | ThinkPlace in collaboration with Auckland City Mission | June 2014 19