Australia has one of the world's highest penetration rates for mobile phone ownership, with 92% of Australians owning a mobile, but an even higher proportion of homeless Australians – 95% – of adults, youth and families surveyed own a mobile.

More than three quarters (77%) of these have a smartphone, compared to around two thirds (64%) of the general population. The survey found wide variation in the models and ages of the phones owned by the respondents. Almost half (41%) reported that their phone was a gift, second-hand, stolen or borrowed.

The research, involving 95 clients of specialist homelessness services across inner and outer metropolitan Sydney and Melbourne, found that mobile phones are essential for survival and safety, job prospects and for moving out of homelessness.

“It’s essential to be connected when experiencing, or at risk of, homelessness,” said University of Sydney researcher Dr Justine Humphry, who undertook the study funded by the ACCAN Grants Scheme.

“Mobile phones help people survive and stay safe in situations of heightened risk. Mobile phones also play a critical role in helping people move out of homelessness and gain financial stability.”

When asked about their reasons for using a mobile phone, around half of those surveyed say contacting emergency services (52%), support services (49%) and seeking medical assistance (48%) rank as important uses, after staying in touch with friends (80%), making new friends (74%) and contacting family (52%).

Other key findings include:
• half (47%) of the respondents use the internet to look for a job
• some 83% use pre-paid mobile plans.
• half use free public Wi-Fi to keep costs down, while others use Facebook (66%), Instant Messenger (45%), or Skype (30%)
• smart phones and feature phones with limited Internet facilitate online access and use: of the non-Internet users, 60% had basic phones and 40% were without any kind of mobile
• almost six in ten (57%) find it difficult to fund their mobile phone usage
• some 32% are often disconnected because they can’t charge their phone, lack phone credit or lose their phone.

Of those without mobiles, 60% were over 40 years old, male, single and chronically homeless; living in emergency housing, boarding houses, on the street or in temporary accommodation for two or more years.

“Affordability is a big concern for our homeless population and low-income consumers,” said ACCAN CEO Teresa Corbin. “Telcos need to make sure they go through all the checks and balances to ensure everyone is on the right plan so that vulnerable consumers don’t end up in debt and chased by debt collectors.”

According to Homelessness Australia, on any given night one out of every 200 Australians is homeless and more than 100,000 Australians fall within the Australian Bureau of Statistics’ definition of homelessness.

“We need to change the way in which we look at our homeless population,” said Dr Humphry.

“They can often be extremely savvy consumers but face unique affordability and service availability issues with mobile services, even in urban areas where most people take coverage for granted. The benefits of digital access could be greater if aid and subsidy programs were also directed to helping out those in situations of hardship who rely heavily on their mobiles.”

Twitter is also becoming a valuable tool - social media users like Mark Horvath, who goes by the Twitter handle, @hardlynormal, use Twitter to help navigate the often lonely world of homelessness.

Horvath, who describes himself on Twitter to his 16,000 followers as “just a hardly normal guy trying to navigate through an abnormal world by helping others,” uses social media to encourage — “This is going to be a great week. Believe it” — provide humorous motivation — “There’s a fine line between fishing and just standing on the shore like an idiot” — and advocate — “I pray for the day our homeless voice as a consumer on social media gets so loud it shuts down bad services so resources can go to good ones.”

Chicago’s Ann Marie Walsh is doing similar things in Chicago; Walsh uses her @padschicago Twitter account to tweet to her 5,600 followers about jobs, outreach information and sending out birthday greetings.

“I love all u tweeps. U help keep me sane. I’ve had a lot of #PTSD emotions lately & ur posts help distract me. Sending u all tweet love,” tweeted Walsh recently.