6) Name the hat you are wearing. Clarify if you are speaking only for yourself, on behalf of other consumers, or for your organization.

People in human service organizations look for the “consumer perspective” on key issues. Consumers in leadership roles have their own experiences with the service system to draw from. They also have affiliations and connections with other consumers and consumer groups to whom they can turn for a broader perspective on particular issues.

Like any group of people, consumers do not always hold the same view on every issue. Some may have very strong feelings about certain issues — and their viewpoint may or may not reflect the majority opinion. That is to be expected. But it is essential to identify the “voice” with which one is speaking, and clarify whether you are sharing an individual or a group perspective. We must never promote our own personal agendas while pretending to speak for others. When we agree to formally represent an organization, we are obligated to deliver the organization's message — even if it means suppressing our own views on a subject.

For Example...
Citizens for Handicapped Accessible Playgrounds (CHAP) is an organization working to develop accessible playgrounds for children with disabilities. The members of CHAP are parents of children with special needs and other concerned citizens. Over the past decade CHAP has raised public awareness about the play needs of children with handicaps and has significantly improved accessibility in the community's public parks.

Lenore is the president of CHAP’s board of directors. She has three children. Her oldest son, Henry, has spina bifida and uses a wheel chair. Lenore is an attorney and has been very involved with CHAP since its founding, ten years earlier.

The Community Park and Planning Commission has just announced a major grant competition. Citizens groups and not-for-profit organizations are invited to submit proposals for up to $100,000 "to improve, enhance, or create" innovative public spaces in the community. CHAP decides to apply for the money and Lenore calls a meeting of the board to develop a proposal to submit to the Planning Commission.

Two ideas emerge about the focus for the grant request. The first is to develop a request for $50,000 to install handicapped accessible play equipment in five existing playgrounds. The second is to request $100,000 to build a state-of-the-art playground for children who use wheelchairs and other assistive devices.

Lenore favors the first proposal both philosophically and personally. She believes fervently that disabled and able-bodied children should play together. She even reminds board members that this is a founding principle of CHAP. Lenore also speaks about how difficult it is for her three boys when they are unable to enjoy the same playgrounds because there is no accommodation for Henry. Lenore also thinks that CHAP will have a greater chance of being selected for a grant if they apply for a smaller amount of money.

In spite of Lenore’s advocacy, the majority of the board votes to support the second idea. They believe such a model playground will better serve to highlight the needs of children with disabilities and will also raise the visibility of CHAP in the community. They also believe that the Planning Commission will look favorably on the proposal because it has the potential to bring positive publicity to the community.

Lenore is very disappointed, but respects the decision of her fellow board members. She throws herself into the task of developing the proposal and agrees to present it at the Planning Commission Competition Meeting. Lenore understands that as board president she is the spokesperson for CHAP. She must do the best possible job to carry out the wishes of CHAP’s members and to secure the grant for the organization.

In this example Lenore wears the hat of an official representative of an organization and looks beyond her immediate personal experience to effectively represent the views of others — an essential skill for consumers who are working in program and policy positions. Occasionally when we are speaking on behalf of others, something may be said or may occur that touches a nerve and we suddenly find ourselves reacting on a deeply personal level. That can happen (most of us have had some painful experiences in life and sometimes they come rushing back). The important thing is to be aware that this can happen and to acknowledge it when it does.