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I recently spoke to someone who had worked on a reformation project at the MSD. One of the goals were to restore dignity to those asking for help. Over time, skepticism had built up humiliating processes for those who needed help. This team worked to question and tear them down.
Part of these processes involved getting clients to justify why they needed money and checking their spending to confirm they used it appropriately. The team found that people were not trying to scam the government.
In fact, they were willing to go through humiliating systems to get the help they needed. What would happen if we removed the humiliation and let people tell us how much they needed, and trusted them on that. Time for a test!
They tested this, with a ceiling of what they would be willing to give out without the due process. The ceiling was low. It was hardly ever reached. They raised the ceiling. It wasn’t reached. People were not taking advantage. They needed help.
Strikingly, they knew how much they needed to get through. And they asked for only that amount. Over time, the team could see that clients budgeted and spent their money wisely. Requesting similar amounts each week, until they had gotten through their rough patch.
I was asked last night for money. “Spare change? I need to buy food for my family.” I remembered this conversation about th team at MSD so we went to an ATM and I asked my new friend how much he needed? “Really?” Yes. “Any amount?” The screen read $20, $60 and $100 quick cash.
I was clear he could choose any amount, how much did he need? “If I had $60, I could feed my family this week. Maybe a bit longer. Can I choose $60?” He chose $60. He then told me how he’s spend that money. Where he’d go to buy what so he could save money.
He wanted to assure me he was going to make the most of it. He asked me who I was, what I do. Then told me about his son. Then his job (busking as a juggler) and then why he needed money (he couldn’t busk right now because fire burnt his hand.)
And he really wanted me to come see one of his shows. He is proud of his skills and what he contributes to Auckland. But he says working in Auckland is really hard. Still, he’s doing something.
Maybe I got scammed. I can probably afford that scam. But maybe our friends at MSD were on to something. People know what they need, they aren’t looking to take advantage. What if we treated people with respect. What if we trusted they knew what they need, and offer it to them?
