Trust Development in Street-Based Outreach: Building Engagement with Vulnerable Populations in Helsinki

Abstract

This article describes the everyday operating practices of a team of municipal outreach workers in Helsinki and analyzes their strategies for building trusting relationships with clients on the street. Drawing on participant observations and ethnographic interviews, the analysis focuses on key processes involved in engaging hard-to-reach populations. Trust development from the perspective of outreach workers emerges as the result of three primary outreach strategies: (1) gradual engagement, (2) authentic interaction, and (3) team reputation management. Engaging in these strategies enables outreach workers to create contact and support individuals who are otherwise not reached by the welfare services. Trust is an essential prerequisite for connecting vulnerable populations with appropriate services, and therefore understanding the processes involved in nurturing trusting relationships is paramount for developing effective outreach programs.