Providing Assistance to Homeless Persons at Train Stations

1. Providing Assistance to Homeless Persons at Train Stations PROVIDING ASSISTANCE TO HOMELESS PERSONS AT TRAIN STATIONS [New Agency for Active Solidarity] SERVICE UNIVERSITY

2. WELCOME • Who am I? • Where am I from? (my current position, professional background, etc.). • Why have I come to this training event? • What I expect from this training event… Project financed by the European Commission Implemented by the SNCF Service University, France

3. Welcome Stage 1: The situation regarding homeless persons 1. A definition of homelessness 2. Presentation of the typology, living conditions and causes and consequences of homelessness at train stations. 3. Focus on mental health and addictions. Stage 2: The environment for providing assistance to homeless persons. 1. At European level 2. The national legal framework, the specific framework for railway companies, the specific framework for different professions. 3. The local level, measures implemented, actors present. Stage 3 : The professional practices of employees. 1. How do we make contact with homeless persons? 2 : Procedures for facilitating the professional practices of employees. • SUMMARY of the training event Project financed by the European Commission Implemented by the SNCF Service University, France

4. Stage 1: The situation regarding homeless persons • 1. A definition of homelessness • 2. Presentation of the typology, living conditions and causes • and consequences of homelessness at train stations. • 3. Focus on somatic and mental health and addictions Project financed by the European Commission Implemented by the SNCF Service University, France

5. THE SITUATION REGARDING HOMELESS PERSONS • Definition Giving a definition of homelessness Project financed by the European Commission Implemented by the SNCF Service University, France

6. THE SITUATION REGARDING HOMELESS PERSONS • Definition • L'errance (homelessness, vagrancy) • The act of wandering, • walking for a long time without a precise aim • Definition from the Larousse dictionary Project financed by the European Commission Implemented by the SNCF Service University, France

7. THE SITUATION REGARDING HOMELESS PERSONS • Presentation of the typology, living conditions and causes and consequences of homelessness at train stations • What are the various types of homeless persons? • What are the signs for identifying homelessness? • What are train stations used for? • How long do they remain at train stations? Project financed by the European Commission Implemented by the SNCF Service University, France

8. THE SITUATION REGARDING HOMELESS PERSONS • CAUSES • The train station and city policy • A location at a crossroads of mainly illegal migration routes • Economc decline of the region and city • The city's policy on combating exclusion Project financed by the European Commission Implemented by the SNCF Service University, France

9. THE SITUATION REGARDING HOMELESS PERSONS • Consequences • Homelessness: a phenomenon which affects railway companies • A company at the heart of society • A company which must meet its committments to customers. • A company providing public service • Station agents: the primary managers of problems related to homelessness at train stations Project financed by the European Commission Implemented by the SNCF Service University, France

10. THE SITUATION REGARDING HOMELESS PERSONS • THREE ACTORS, three visions Customers associate homelessness with compromised security, lack of hygiene, and addiction, but also feel sympathy and guilt A homeless person comes to a train station in search of: shelter a community a source of income a place safer than the street hygiene facilities The SNCF and station staff It is necessary to take 3 matters into consideration: The company's social responsibility: integrate the station with the local area and facilitate dialogue between the SNCF and its partners Human resources: guaranteeing the security and well-being of employees Performance: ensuring quality customer service and limiting costs related to managing homelessness Project financed by the European Commission Implemented by the SNCF Service University, France

11. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • WHO ARE HOMELESS PEOPLE? • A majority of homeless persons, runaways and migrants • Persons who have a roof over their head and a job • Adolescents and young adults, sometimes with their dog • Other forms of homelessness vary according to geographic location • Persons suffering from psychological disorders Project financed by the European Commission Implemented by the SNCF Service University, France

12. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • WHO ARE HOMELESS PERSONS? • The young homeless person and his/her dog • An emerging figure of marginalisation • Living location • The pet animal, a source of support within homeless identity • The dog, a support in a life as an outcast • The dog, a faithful companion in misfortune for homeless youths • The dog, a lever for re-entering society Project financed by the European Commission Implemented by the SNCF Service University, France

13. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • the common denominators of different homeless persons • A process of family breakdown • A process of professional breakdown • A process of economic collapse Project financed by the European Commission Implemented by the SNCF Service University, France

14. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE To be adapted by country • SOME SIGNS TO IDENTIFY HOMELESS PERSONS • The composite image of homelessness • According to a study by the INSEE involving persons using shelters and food distribution centres carried out between 23 January and 3 March 2012 (adults in towns with over 20 000 inhabitants) brought to light the wide diversity of their situations. • Homeless population (adults) • Over 25%: young persons aged between 18 and 29 • 50% aged between 30 and 49 • Under 25%: Aged 50+ • 62% male 38% female • Over half are adults of foreign nationality: 53% Project financed by the European Commission Implemented by the SNCF Service University, France

15. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • SOME SIGNS TO IDENTIFY HOMELESS PERSONS • Clothes • Clothes are not always a useful indicator of homelessness. • Physical Characteristics • 20% show signs of illness. • 20% show signs of injury and/or neglected hygiene. Project financed by the European Commission Implemented by the SNCF Service University, France Project financed by the European Commission Implemented by the SNCF Service University, France

16. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • SOME SIGNS TO IDENTIFY HOMELESS PERSONS • Behaviour and physical signs • A static pose • Prostration • Behaviour during conversations • 25% show signs of various disorders. Project financed by the European Commission Implemented by the SNCF Service University, France

17. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • THE REASONS FOR the presence of homeless persons at train stations • A train station can serve many purposes • Search for vital resources • Search for economic resources • Administrative activity • Search for social connections Project financed by the European Commission Implemented by the SNCF Service University, France

18. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • THE REASONS FOR the presence of homeless persons at train stations • The train station is: • A shelter • A place of transit and a regrouping point • A space for transactions • A space of welcome and interactions Project financed by the European Commission Implemented by the SNCF Service University, France

19. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • The train station corresponds to the rhythms of homeless life Daily Occasional Local and episodic Local, established and long-term Active and seasonal Permanent homelessness Project financed by the European Commission Implemented by the SNCF Service University, France

20. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • Some of the consequences at train stations • "Traces" left in train stations: • Homeless persons take possession of locations and make them their own. Project financed by the European Commission Implemented by the SNCF Service University, France

21. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • Focus on somatic and mental health and addictions Homeless persons are confronted daily with the harsh realities of life on the streets, which has repercussions not only for their physical health, but also for their mental health. They may develop conditions which may or may not be specific to their street lifestyle, and which can be aggravated by poor or late treatment. • Physical conditions • Infections • Respiratory diseases • Digestive illnesses, liver problems • Skin diseases • Injuries • Dental problems • Mental/psychological conditions • Mood disorders • Depression • Bipolar disorder • Schizophrenia • Psychopathic behaviour • Addictions • Alcohol • Medication • Illegal substances Project financed by the European Commission Implemented by the SNCF Service University, France

22. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • Focus on somatic and mental health and addictions • Physiological conditions • Infections • Respiratory diseases • Digestive illnesses, liver problems • Skin diseases • Injuries • Dental problems • Mental/psychological conditions • Mood disorders • Depression • Bipolar disorder • Schizophrenia • Psychopathic behaviour • Addictions • Alcohol • Medication • Illegal substances • Lifestyle factors • which affect health • Malnutrition • Exposure to agression (temperature, violence) • Lack of sleep • Lack of hygiene – Sanitary neglect • Late recourse to medical help • Lack of intimacy • Chronic insecurity Project financed by the European Commission Implemented by the SNCF Service University, France

23. THE SITUATION REGARDING PERSONS WITHOUT FIXED ABODE • Focus on somatic and mental health and addictions To be adapted by country • Observation: • Homeless persons turn to the health system: • Later thanthe general population • When illnessesare at a more advanced stage • When the problem is more severe • Who to contact? • If there is a medical emergency at a train station, contact the following individuals: • XXX • XXX • XXX Project financed by the European Commission Implemented by the SNCF Service University, France

24. Stage 2: The environment for providing assistance to homeless persons • 1. At European Level • 2. The national framework, the specific framework for railway companies, the specific framework for various professions. • 3. The local level, actions implemented, actors present. Project financed by the European Commission Implemented by the SNCF Service University, France

25. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO HOMELESS PERSONS • BETTER understanding of the European legal framework • The impact migration may have on train stations … A closer look at the Schengen zone The Schengen Agreement was signed by the Benelux countries, France and Germany in 1985. Following this, the Schengen Convention was adopted in 1990 and entered force in 1995. It establishes the free movement of people within the Schengen zone. 26 European countries are part of it. Bulgaria and Romania signed the Convention in 2014, but this deal has not yet been implemented. A closer look at the Dublin Convention The Dublin Convention is part of EU law and lays out the responsibilities of member states to consider asylum applications from asylum seekers looking for international protection. Generally, the member state which is responsible for processing an asylum request is the one through which the asylum seeker first entered the European Union. Project financed by the European Commission Implemented by the SNCF Service University, France

26. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO HOMELESS PERSONS • IMPROVING UNDERSTANDING OF THE EUROPEAN FRAMEWORK • The impact migration may have on train stations … • Europe is at the front line on the subject of migrants: • The Balkan route is progressively closing • Concerns about other more dangerous routes • Concerns about Italy, the nearby route through Albania • Agreement reached with Turkey to stabilise and reduce migrant flows The Balkan Route Closed borders Border checks Schengen countries To be adapted by country • Three developments in France: • A meeting with Great Britain: 22 million euros pledged towards tunnel security and shelters for migrants • Calais Mayor NatachaBouchart and politician Xavier Bertrand received by the French president at the Elysée Palace, Calais business owners hold demonstrations in Paris • Opening of France's first humanitarian camp at Grande Synthe. 16 Project financed by the European Commission Implemented by the SNCF Service University, France

27. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO HOMELESS PERSONS • European-level information on the procedure for managing homelessness The European Railway Solidarity Charter • In October 2008, French, Italian, Belgian and Luxembourg railway companies signed the European Charter for the Development of Social Initiatives in Train Stations. • In 2009, the Polish rail network also signed. • In 2012, so did Bulgaria, the Czech Republic, Slovenia, Norway, Romania, Portugal and Denmark. • In 2015, Sweden also signed. • A mutual support pact has been signed by the cities of Rome and Paris, European associations of the UIC, FEANTSA and a number of national associations. The initiative is open to all European networks wishing to take part. Project financed by the European Commission Implemented by the SNCF Service University, France

28. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO HOMELESS PERSONS • European-level information on the procedure for managing homelessness • The European Railway Solidarity Charter: • shared commitments • Include social actions in urban and railway spaces by involving external actors. • Study and monitor changes in homelessness. • Offer awareness courses and training to station staff concerning providing assistance to excluded persons. • Develop control and monitoring tools for homelessness at train stations and periodically update good practice guidelines • Expand membership of the club to include urban and European railway companies. Central Station, Warsaw Project financed by the European Commission Implemented by the SNCF Service University, France

29. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • European-level information on the procedure for managing homelessness The European Railway Solidarity Charter: shared commitments The European Commission has financed 3 projects since 2010: The most recent, which is still ongoing: Project financed by the European Commission Implemented by the SNCF Service University, France

30. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • European-level information on the procedure for managing homelessness The European Railway Solidarity Charter Observation: there has been an increase in the number of homeless persons in 25 of the 27 EU member states since 2012 (only Finland and the Netherlands did not see an increase) • European training for responding to homelessness at train stations • Within the framework of the European Railway Solidarity Charter, a partnership between 4 rail companies [from France (SNCF), Bulgaria (NRIC), Italy (FSI) and Luxembourg (CFL)] set up to create a shared training programme for providing assistance to homeless persons at train stations. Project financed by the European Commission Implemented by the SNCF Service University, France

31. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • European-level information on the procedure for managing homelessness • Some examples from our European partners of assistance provided • Italy: • The ANTOLOGY computer program: a tool which allows data to be collected on the needs and living conditions of homeless persons. This database is regularly updated and allows information to be shared on companies' activities with the various bodies combating exclusion, including help centres and the city of Rome. • Adding to personal records. Registration of individuals in this system is on a voluntary and anonymous basis. • HELP CENTRES: theselistening and advice centres are present at all stations. This network was set up 10 years ago by FerrovieDelloStato and by the social cooperative Europe Consulting, which manages the daytime accommodation centre Binario 95 at Roma Termini station. Project financed by the European Commission Implemented by the SNCF Service University, France

32. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • European-level information on the procedure for managing homelessness • Some examples from our European partners of assistance provided • Luxembourg: • Opening of an emergency accommodation centre: Para-chute, on 1st March 2016 • Bulgaria: • There are 3 registration and accommodation centres and a transit centre. • They have the capacity to assist 5300 people. The maximum capacity has not been reached as the majority of migrants prefer to move on to Germany. • Train stations are affected little by the presence of homeless persons as they do not have the right to remain there. • However, Bulgaria, and the railway company NRIC wish to prepare for the anticipated increase in migrants participating in the project: Project financed by the European Commission Implemented by the SNCF Service University, France Project financed by the European Commission Implemented by the SNCF Service University, France

33. THE ENVIRONMENT FOR PROVIDINGASSISTANCE TO PERSONS WITHOUT FIXED ABODE To be adapted by country • The national legal framework • The provisions set out by the law: • XXX • XXX Project financed by the European Commission Implemented by the SNCF Service University, France

34. Stage 2: THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE To be adapted by country • The national legal framework • The mechanisms provided: • XXX • XXX • XXX • XXX • XXX Project financed by the European Commission Implemented by the SNCF Service University, France

35. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • Different actors in assisting homeless • persons • XXX • XXX • XXX • XXX • XXX To be adapted by country Project financed by the European Commission Implemented by the SNCF Service University, France

36. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • Different actors in assisting homeless • persons • Institutional partners: • The state, regions, départements and cities also operate this assistance mechanism: • XXX • XXX • XXX To be adapted by country Project financed by the European Commission Implemented by the SNCF Service University, France

37. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • Different actors in assisting homeless • persons • Associative mechanisms: an associative network complementing the provisions set out by the law. • A number of associations have signed a partnership agreement with the railway company: • XXX • XXX • XXX To be adapted by country Project financed by the European Commission Implemented by the SNCF Service University, France

38. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO HOMELESS PERSONS • the specific framework for rail companies: internal actors To be adapted by country • XXX • XXX • Employees Project financed by the European Commission Implemented by the SNCF Service University, France

39. THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO PERSONS WITHOUT FIXED ABODE • The specific framework for rail companies: the role of actors • Station agents are required to: • take on a role of monitoring and prevention • inform homeless persons about the restrictions on activities permitted at the station. • anticipate requests or respond to them • The travel/station team leader is called on to: • take on a supporting role to the other agents • a communication role • Security agents: • monitor security at stations and on trains To be adapted by country Project financed by the European Commission Implemented by the SNCF Service University, France

40. Stage 2: THE ENVIRONMENT FOR PROVIDING ASSISTANCE TO HOMELESS PERSONSI • The specific framework for rail companies: inclusive responses To be adapted by country • XXX • XXX • XXX • XXX Project financed by the European Commission Implemented by the SNCF Service University, France

41. Stage 3 : Professional Practices for employees • 1. How do we make contact with homeless persons? • Communication • Adopt appropriate body language and behaviour • The right words to make yourself understood • 2. Procedures for facilitating professional practices • Simplified procedure: a tour of the station • Station closing Project financed by the European Commission Implemented by the SNCF Service University, France

42. PROFESSIONAL PRACTICES FOR EMPLOYEES • How do we make contact with homeless persons? • Advice for communication • Adopt appropriate body language and behaviour • The right words to make yourself understood Project financed by the European Commission Implemented by the SNCF Service University, France

43. PROFESSIONAL PRACTICES FOR EMPLOYEES • Which types of dialogue and action are most frequent? • Some examples of situations encountered: • Daily or occasional socialising • Requests from one or several customers • Incidents • How do we make contact with homeless persons?

44. PROFESSIONAL PRACTICES FOR EMPLOYEES How to respond to the most frequent requests? • How do we make contact with homeless persons? Project financed by the European Commission Implemented by the SNCF Service University, France

45. PROFESSIONAL PRACTICES FOR EMPLOYEES What is meant by "adopting appropriate behaviour"? • How do we make contact with homeless persons? Dialogue: In interpersonal communication, body position and facial expressions often count for more than words. Respecting a number of simple rules on body positioning, movement and expressions also allow a message to be conveyed, and/or can add weight to the message. Project financed by the European Commission Implemented by the SNCF Service University, France

46. PROFESSIONAL PRATICES FOR EMPLOYEES • How do we make contact with homeless persons? • Adopting appropriate behaviour = adopting the right distance • intimate distance (15 to 45 cm) • personal distance (45 to 125 cm) • social distance (1.25 to 2.10 m) • public distance (3.6 to 7 m) • In any situation, be aware of and take care over your positioning! Project financed by the European Commission Implemented by the SNCF Service University, France

47. PROFESSIONAL PRATICES FOR EMPLOYEES • How do we make contact with homeless persons? • What is meant by "adopting appropriate behaviour"? • Show your attention and willingness to listen to the person speaking: • Show empathy • Do not be insistent • Do not "follow" the person if he or she shows signs of retreat or evasion Project financed by the European Commission Implemented by the SNCF Service University, France

48. Stage 4: Learning the right behaviours PROFESSIONAL PRACTICES FOR EMPLOYEES • How do we make contact with homeless persons? • What is meant by "adopting appropriate behaviour"? • Showempathy • Make regular eye contact • Facial expressions must be in line with the tone and nature of the conversation • Neutral expression during tense situations or conflict, • Relaxed expression during a calm exchange. Project financed by the European Commission Implemented by the SNCF Service University, France

49. PROFESSIONAL PRATICES FOR EMPLOYEES The right words to make yourself understood • How do we make contact with homeless persons? • Dialogue with a homeless person does not necessitate any particular verbal precautions. • Some principles to be aware of for more effective dialogue with this group: • Homeless persons live in the present. • Homeless persons lose their identity little by little. Project financed by the European Commission Implemented by the SNCF Service University, France

50. PROFESSIONAL PRACTICES FOR EMPLOYEES • Some not altogether elementary rules to be observed! • Initiate dialogue with empathy and consideration • Say, "Hello ," and use the formal title of the person you are addressing (Monsieur, madame, etc.) • Be in control of the interaction • State the purpose of the exchange right at the beginning • Does the person appear to be delirious? Reformulate your words and check you are understood • The exchange must be kept simple • Once the message has been related and understood, the employee must indicate to the individual that the conversation is finished • How do we make contact with homeless persons? Project financed by the European Commission Implemented by the SNCF Service University, France