The Role of the Helper
In our most recent articles, we've argued that our approach to service design needs to change depending on the type of challenge we face. Are we testing and learning, or are we implementing a known solution? Is the service transactional or relational at its core?
Most of the feedback we’ve received in the last month has centred on this second of these arguments. Several of our peers have argued that the distinction between transactional and relational is not binary. We agree.
When citizens with complex needs approach a relational public service for help, initiating a series of transactional processes is often necessary. Is the citizen accessing all the benefits to which they are entitled? Can we help them restructure their debt? Can we help them access affordable accommodation?
However, although relational services acknowledge the necessity of these transactional elements they do not rely solely on a linear, process-driven approach.
Understanding whether the service is, at its core, relational or transactional is important and has several implications. From the perspective of citizens, the biggest distinction is in the way a ‘Helper’ provides help.
Regardless of the type of organisation they represent, we consistently observe Helpers doing four key things:
Acknowledge Complexity: Helpers know that making progress is often messy. They build trust, have honest conversations, and try different ideas to help people make improvements in their lives. They don’t force people into rigid services or fixed pathways.
Collaborate on Solutions: Helpers co-develop experiments alongside the person to learn what support is most helpful. These may include utilising existing transactional services or linear pathways, but the relationship, learning together and building trust remains their primary focus.
Show Humility: Helpers avoid providing a false sense of security by suggesting that they have all the answers or that following a set pathway will resolve all issues. They maintain transparency and humility about the inherent uncertainties and challenges involved in making progress.
Provide Ongoing Support: Helpers maintain a consistent relationship with the person. They keep a holistic overview of their situation. They provide support and take ownership of pulling in help from other colleagues as they navigate the various experiments and interventions.
