A SELF-HELP GUIDE on how to Advocate for yourself
The suggestions in this booklet are ideas that have been used by other advocates and self-advocates.
Everyone's situation is unique.
Use what works for you...
Ignore the rest
If You Want Information About . . .
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What is the AdvoKit All About?
What is Self-Advocacy? 1
How Do I Use The AdvoKit? 1
What Are My Rights and Responsibilities? 2
What Skills Do I Need To Advocate For Myself?
Keeping Records 3
Communications Skills 4
Telling My Story
What Happened? 5
How Has This Situation Affected Me? 6
Where Do I Get Help in Figuring Out What to Do About This Situation?
How Can I Get This Situation Resolved? 7
How Have Other People Handled Similar Situations? 8
How Do I Advocate for Myself?
Self-Advocacy - By Phone 9
Self-Advocacy - in Person 10
Self-Advocacy - By Letter 11
Sample Advocacy Letter 12
What If I Don't Get What I Want? 13
The AdvoKit has been developed by the Penticton Advocacy Network to help
§ Increase knowledge about existing support services
§ Increase self-advocacy skills
§ Help service users to develop more effective relationships with service providers
§ Help service providers develop more effective relationship with service users
What Does Self-Advocacy Mean? Page 1
Self-Advocacy is:
§ People acting or speaking for themselves to make sure their issues are addressed
§ People deciding what is best for them and taking responsibility for getting it.
§ People claiming their personal rights or standing up against personal discrimination.
How Do I Use This Self-Help Guide?
This booklet is a part of The AdvoKit, which was developed for use in the Penticton area. It will be helpful to people who are experiencing difficulties with a 'system'; for example, government bureaucracies, income assistance, tenancy and consumer issues, or dealing with professionals.
This 'Self-Help Guide' will still work for you even though you live outside of the Penticton area. Check your local community resources for information, support and referral sources.
Taking Notes
It's important to take notes as you work through the steps of advocating for yourself.
If you would rather not do a lot of writing, you could:
_ Ask someone to write it down for you
_ Use a typewriter or computer
_ Use a tape recorder
If you need more copies of this Self-Help Guide, you could:
_ Make a copy for your personal use
_ You might want to make a copy before you start
If you run out of room to write, you could:
_ Use separate sheets of paper, and keep them in this folder
What Are My Rights and Responsibilities? Page 2
I have the right to:
_ Be treated with fairness, respect and courtesy
_ Be treated as a competent human being
_ Experience and express my feelings
_ Change my mind
_ Ask for what I want
_ Expect confidentiality
_ See the information the government has about me
_ Not be discriminated against because of race, colour, ancestry, place of origin, political belief, religion, marital status physical or mental disability, sex, age or sexual orientation.
I have the responsibility to
_ Treat all people with fairness, respect and courtesy
_ Respect the right of agency workers to be safe from physical and verbal abuse
_ Be honest with agencies I deal with
_ Let those I am dealing with know if I change my mind, and be prepared to accept the consequences
_ Ask what will be done with the information I give to an agency
_ Ask to see the information the government has about me (if I want to see it)
_ Realize that government Policy, time limits and lack of money may get in the way of getting what I want
What Skills Do I Need to Do Self-Advocacy? Page 3
You probably already have the skills you need to advocate for yourself. Most people do They just don't call it advocacy There are two areas, however, in which many people can use more practice: keeping records and communications skills
This page deals with keeping records. You can find information about communications skills on the next page. .
Keeping Records
It's important to keep records as you go along. Take as many notes as you can about:
_ Who you talked to
_ When you talked to them
_ What was said
_ What action they said they would take
_ When and how they will let you know that the action has been, taken
_ What action you said you would take
_ Whether you need to call them back
You could:
_ Write on this booklet
_ Use a tape recorder (tell the person you are talking to that you are going to record the conversation)
_ Ask someone to take notes for you
You could end up collecting a lot of information. It's important to keep copies of everything, such as:
_ Your notes
_ Letters people send you
_ Copies of letters you send to people
_ Copies of policies and procedures
You will need a way to keep all this information together. You could use:
_ An old envelope to keep all your papers together
_ A file folder
_ A three ring binder
_ Your own system
If someone at an agency wants copies of the information you have collected, and if you want to give it to them, ask them to make copies in their office. That way you won't have to pay for the photocopying.
Communication Skills Page 4
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No matter what method you choose to advocate on your own behalf, it will involve communicating with some person or agency - by phone, by letter or in person. The most important tool you have for self-advocacy is yourself
The ability to say what you want and listen to what other people are saying will increase your chances of getting what you want. The only way that others are going to know that you disagree with them, or that your rights have been violated, or that you have been discriminated against is for you to tell them.
The best reason to be your own advocate is that no one knows as much about you and what you think, feel, need and want as you do. Speaking up is a big step towards self-respect, dignity and reclaiming your rights. You will know you took care of yourself, even if you do not get what you want.
Take responsibility for your own feelings:
You have the right to be safe from physical and verbal abuse and so does the person you are talking to. When you show your anger, it can make the person you are talking to uncomfortable and communication will stop Try taking a friend with you to appointments who can help you stay calm and who can give you support when you are feeling angry or upset.
Be assertive, not aggressive:
You are using assertive communication skills when you:
_ Use a 'reasonable' tone of voice/attitude
_ Are brief, clear and consistent
_ Ask for explanations until you understand what is being said
_ Listen to what the other person has to say and repeat it back to them to show that you understand. You don't have to agree, but try to understand that they have a different point of view
_ Make sure everyone at a meeting understands what you want
Give credit where credit is due:
Sometimes agency workers are helpful or work hard on your behalf even though, in the end, they don't get you what you want. There could be difficulties you don't know about, such as laws or rigid policies. Let these people know you appreciate their efforts whether you get what you want or whether you don't.
What Happened? Page 5
As you advocate for yourself, you will probably need to tell and re-tell the story about the situation which made you decide to advocate for yourself The people you deal with in trying to resolve your situation will appreciate it if you can be as brief and consistent as possible.
The questions below are intended to help you be clear about what happened, when it happened, and whom you are dealing with now about the situation. (Use a separate sheet of paper if you run out of room.)
What happened?
When did it happen?
What reasons did the people I was dealing with give for not giving me what I asked for?
What are the names of the people I talked to at that agency or agencies to try and resolve this situation?
This page looks at the situation you are facing. The next page asks questions about how this situation has affected you
How Has This Situation Affected Me? Page 6
Your situation probably isn’t simple; it rarely is. It could be that there are a lot of smaller issues that can be resolved over time, or there might be one bigger issue that needs to be looked at right now. Sometimes two or three issues can be resolved at the same time. You are the only person who knows everything that is going on in your life right now.
Try making a list of what you need. The questions below are meant to help you get started
1. What difficulties has this situation/n caused for me?
2. What is the most important thing for me to deal with right now?
What will happen if this issue doesn't get resolved right away? Maybe nothing will happen - maybe a whole lot will happen. Ask yourself
Am I concentrating on what is most Important to me fight now?
Will someone else understand what I am talking about?
Can I keep it brief'
This page looks at what you want to deal with first. The next two pages can help you decide what you want to happen
How Can I Get This Situation Resolved? Page 7
By now you are probably clear about what happened and have decided what issue you want to deal with first. This page is to help you find out what kinds of choices you have.
There is often more than one way to solve a problem. You may already have some good ideas about what to do next. Write those ideas in the space below.
What ideas do I have or have I had about how to resolve this situation?
What got in the way when I tried to use these ideas to resolve this situation?
It can also be useful to find out how other people have handled situations similar to yours. You could contact organizations or groups listed in the green' Advocacy and Support Services' brochure to get some ideas about what to do next, or you could talk to people you know about what they have done.
Individuals, organizations or groups that might have some helpful suggestion for me are:
Name: Phone No.:
Name: Phone No.:
Name: Phone No:
This page looks at who can give you ideas about what to do next. The questions on the next page look for possible solutions.
How Have Other People Handled Similar Situations? Page 8
...
The agencies and individuals you listed on page 7 are good sources of information on how to:
_ Be better informed about what your rights and responsibilities really are
_ Get an idea of your chances of getting what you want
_ Be prepared when you contact an agency where you will be advocating for yourself.
The kinds of information people need to do self-advocacy are:
What do laws or policies say about my rights in this situation? Where can I find that information?
What have other people who faced similar situations done? Were they successful in getting what they wanted?
Who else in the community deals with this kind of situation? Is there someone in particular I could talk to?
Based on the information I have collected, what do I want to happen in my situation?
This is a good time to pick up the phone and call the agencies that can help you self-advocate. When you have the information you need, go the next page. It's about doing self-advocacy.
Self-Advocacy - By Phone Page 9
Before you go in person to the agency where you are experiencing difficulties, it might save you time if you find out whether this situation can be resolved with a phone call.
Is it a good idea to phone ahead rather than drop in at this agency? __ Yes ___ No
If you decide to phone, be sure and make a note of when you called, whom you talked to, and what they said.
Take some time now to look over your notes and other information you have collected.
Ask yourself: do I know what I want to say about:
_ What happened?
_ What I want to do about it?
_ What my rights and responsibilities are?
_ What laws and policies apply to my situation?
_ Do you need to have a file number, client or other id handy in case you are asked? .
The person who answers the phone may not be the person who can help you with this situation. Try asking the following questions:
Who is the person who has the power to make a decision about my situation?
Name:
Title:
Can I talk to them on the phone or do I need to make an appointment?
Phone: Appointment:
If the person I need to talk to is not there, what is a good time for me to call them back?
Time:
Turn to the next page for questions you may want to ask while you are setting up the appointment.
Self-Advocacy - In Person Page 10
The following information may help in getting organized for your appointment at the agency where you are going to advocate for yourself
Name of Person I Need to See:
Title:
Time of Appointment:
Address:
Information about accessibility, bus stops, parking:
Documents I need to take with me:
_ Social insurance number
_ Photo i.d.
_ Receipts
_ Birth certificates
_ Immigration papers
_ Letters from doctors or other professional
_ Other documents this agency require_______________
_ My notes and other information I have collected about my situation.
There are some additional points you may want to consider as you prepare to advocate for yourself in person:
_ Am I clear about what happened, what I want to do about it, what policies and laws apply to my situation, what my rights and responsibilities are?
_ Do I want to take someone with me - for support, to help me stay calm, as an interpreter, as a witness?
_ Could that person take notes of the meeting for me?
_ Anything else that I can think of?
Once you are face-to face with the person you are advocating with, talk about your situation as clearly and concisely as possible. Try using the communication skills mentioned on page4 ..
Self-Advocacy - By Letter Page 11
You might want to follow these guidelines for writing a self-advocacy letter:
_ Keep it short (not more than one or two pages)
_ Be courteous
_ Make sure your letter is readable
_ Write about only one issue per letter
_ If you have access to the technology, try sending your letter by fax or e-mail (e-mail yourself a copy too)
_ Make sure you keep a copy for yourself
Here are some suggestions about what to include in a self-advocacy letter. There is a sample letter on the next page.
_ Date
_ Your address, including postal code
_ Name of person you are writing to
_ Name of agency/government department address, including postal code
_ Salutation. Dear_____________-
_ A statement of what you want from the person you are writing to
_ A brief description of the situation
_ The names of people you have already contacted to try and resolve the situation
_ A statement of what you want to happen in this situation
_ A closing statement
_ Your name
_ A telephone number where you can be reached or where a message can be left
Self-Advocacy - Sample Letter Page 12
January 3, 1996
1234 High Street Penticton, B.C. V2A 2HO
Helen R. Supervisor
Ministry of Bureaucracy
Parliament Buildings Victoria, B.C.
V2R 4X8
Dear Ms. Supervisor:
Your office says I did not send proper receipts in order to get reimbursed for some health expenses. I would like you to help me get this sorted out.
Here is what happened. On November 30, 1995 I called the Penticton office and spoke to Chris who said that all I needed was to send in Form A. I sent in Form A, plus some receipts I got a phone call from Jody in your office on December 7 saying that I also needed Form B.
I went to the Penticton office and picked up Form B and sent it in. I got a letter back from your office saying that I had never sent in Form A. I called your office on December 20 and talked to Kim to say that I had already sent in Form A along with the receipts your office needed. Kim said that they had never been received either Form A or the receipts. I told Kim that your office must have received them since I got a phone call saying that I needed to send in another form. Kim insisted that the Form A had never been received.
I didn’t keep a copy of the receipts that I sent with Form A. Your office has lost them along with the original form. Would you please look into this and call me at 490-000 by January 12 to let me know when I will be reimbursed for my health expenses.
I am feeling very frustrated by this situation and I would appreciate your help to get it resolved.
Yours sincerely,
Sandy Smith.
What If I Don't Get What I Want? Page 13
You have just been through a very thorough self-advocacy process. Congratulations on your hard work and persistence. However, you still may not have been able to get what you wanted. This page suggests a few options you can consider.
_ Make an appeal
_ Contact a supervisor or someone higher up who can make decisions
_ Give up on this issue and start again with another issue that is important to you
_ Support a group that is advocating for changes in laws, policies and regulations
_ Other options you can think of
APPEALING A DECISION
If you are not satisfied with the results you get when you advocate for yourself, you need to ask if there is an appeal process.
If there is a formal appeal process, ask:
_ Are there appeal forms?
_ Where can I get them?
_ Do I have to appeal within a certain period of time? What is it?
If there is no formal appeal process, ask for:
_ The name of a supervisor you call contact about this situation, or a government department that handles complaints about that agency.
Name
Phone No.
Address:
Letting It Go
You have put a lot of work into this. You may feel that it is just too much effort to keep going on this issue. You could go back to your list of issues and choose another one to work on. The next time it won't take as much work - you already know how to advocate for yourself.
Support and Advocacy Groups
Sometimes it doesn't matter how hard you work. You just can't get past the law or policy that is keeping you from getting what you want. Other people are probably experiencing the same difficulties. Join with them to work for change.
‘The AdvoKit'
is funded by The Ministry of Social Services and the Legal Services Society of British Columbia
developed by Pat May
Copyright © Penticton Advocacy Network, 1996
(permission is granted to photocopy for personal use only)
The Penticton Advocacy Network is composed
members from the following agencies:
Penticton Community Law Office
Ministry of Social Services - Income Assistance
Ministry of Social Services - Community Development
Canadian Mental Health Association
Penticton & District Community Resources Society
MLA’s Office, Okanagan-Penticton
South Okanagan Women in Need Society
Penticton & District Retirement Complex
Penticton & Area Women's Centre
South Okanagan Victim Assistance Society
Penticton Advocacy Network Box 148 113, 437 Martin Street Penticton, B.C. V2A 5L 1
Phone: 604-490-8676 (Note no longer in service)
Fax: 604-493-0099
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