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Role Of Case Manager & Who Is Homeless

Role Of Case Manager & Who Is Homeless



Homeless program case management role and who is homeless training.

Homeless program case management role and who is homeless training.



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  • Welcome. Thank you for participating in our monthly Lunch and Learn series. On the call today will be Erica and Jonda. Each month a different session will be held to provide education to those staff members that are working with persons in homeless and supportive housing programs. These trainings will provide an introduction to the skills needed to help homeless and supportive housing tenants sustain themselves in homeless and supportive housing programs. Remember each program is different, the types of services offered by each program is different - so while each topic may not pertain to your particular program, we have tried to make these trainings general enough to meet the needs of most. For the sake of these trainings, we will universally refer to staff members working with homeless or formerly homeless individuals and families as case managers. Part of the role of a case manager is to work with homeless/formerly homeless on goals to secure, obtain and/or maintain permanent housing and to document the process of these goals. Also for the sake of these trainings, we will universally refer to homeless/formerly homeless individuals and families as consumers. The goal of this initial session is to assist case managers to identify their role in helping relationship and increase skills to provide services to consumers.
  • Being a case manager calls for flexibility and creativity - those of you who have been called to this role to assist those who are homeless or formerly homeless face many challenges - this monthly training series will assist you to face those challenges and aide your consumers to become self-sufficient and move to and maintain permanent housing of their own choosing.
  • Imagine a wheel such as the one shown. These are just some of the services that a consumer needs to aide them to be successful in securing and maintaining housing. CM is responsible for coordination of services - OT; Ind. Counseling, Education, Vocational, AOD; MH; etc. CM also provides many general supportive services - new tenant orientation, move-in assistance, tenant’s rights and education, tenant’s council, referrals and linkages to other programs, peer mentoring, support groups, crisis intervention, recreational/socialization opportunities CM also assists with independent living skills - cooking, meal prep, personal hygiene, self-care assistance, housekeeping, activities of daily living, personal finance management, entitlement assistance
  • Now imagine that one of the services attached to the spoke of the wheel is removed - in this case education. It is likely that the consumer will be able to continue functioning for some time, depending on which services is lost. Case managers help residents identify and achieve their goals and meet their needs through the provision of the various services. If one service area is missing, the case manager addresses it with the consumer to help them meet that area through other biological, psychological, social, community supports to aide them to maintain housing. Additionally, CM will negotiate, advocate, inform, coordinate and relate to other professionals. A CM’s network or community resources is a treasure chest if utilized right to aide consumers to be linked to the programs that can help meet their housing, educational, vocation, medical, treatment and other goals
  • However, if the HUB of the wheel - case management is missing the entire system can fall apart. It is the role of the case manager to help hold all the systems in place that help the consumer to function in the community. It is the role of the case manager to also teach the consumer how they can eventually keep the system from falling apart - we do not want consumers to become dependent upon us - we want to teach them self-sufficiency and interdependency on their supports and the community. We know that homeless persons often were disconnected from services and programs that could have aided them to not have become homeless in the first place. CM is essential for some individuals so that they can learn those resources and how to negotiate systems so that they do not become homeless in the future and maintain housing permanently.
  • I’ve always enjoyed the saying that case managers do W.I.T. The helping process of pulling together all of the systems is vital to homeless programs and supportive housing. Knowing your role and your limitations is important in the helping relationship. As case managers, we want to see progress, but change can be a slow and gradual process. This can lead to frustrations for both the consumer and you. CM should share resources and lessons between staff - do not recreate the wheel
  • Homeless programs should integrate their programs into that of the larger community - there are far more mainstream resources
  • Single point of accountability for coordination of services CM helps consumers achieve their goals and meet their needs through the provision of, or linkage with, a variety of services CM helps people with special needs maintain housing CM services are comprehensive in nature to ensure a more effective service delivery but are tailored to the varying needs of the tenant. CM services should address the biological, psychological and social needs of tenants CM services include the documentation of services and progress. In today’s training, we are going to look at the many roles of case management in homeless and supportive housing programs.
  • Participant sets the goals - everyone has different goals and ideas on how to meet those goals Partialize the goal - break into small reachable/realistic steps - discuss obstacles to goals Prioritize issues Help person make informed decisions Goal setting is fluid - progress will be made a times and at other times there will be setbacks Reinforce all achievements
  • There are a number of definitions of case management services. Basically case management services provide a single point of accountability for coordination of services. In homeless and supportive housing, case management services are designed to offer the consumer support in living independently and establishing and maintaining residential stability. Different programs provide these services in different ways
  • Let the tenant’s goal drive the services All services should help the person reach his/her intended goal If doing outreach engagement - may need to take it slower - you are approaching them asking if they need anything versus person coming to us There is no such thing as a wrong goal - sometimes you need to drill down into what they want and ask them to examine how they think they can reach that goal Celebrate small successes - reinforce along the way what achievements/progress is being made If person isn’t able to succeed in making progress within a realistic time frame - it is the goals’ problem - not the person - re-examine the goal - other interventions/steps that need to be taken; breaking it down into smaller steps; determine is that what the person actually wanted Outline obstacles that may be encountered along the way and list them as steps/interventions in the process Be consistent - predictable Engage people to make informed choices - explain what something might really mean; discuss that there are sometimes a lack of choices in certain situations.
  • When you are trying to create the proper engagement environment remember to: Make people feel comfortable and offer private spaces for talking Meeting areas should be clean, well lit, and not too noisy - if that is possible If meeting at someone’s “home” - remember, this is where they live - treat it as if you would like a guest to act in your home Respect, accept and support people Always address person by name - as they wish to be called Be friendly and use eye contact when talking Be responsive to the person’s needs If it is at all possible - on their first “ask” - do it - if not - you may loose them for ever Actively listen to what is being said - reflect back to them what you heard; ask clarifying questions - explore for meaning Explain your role - Set boundaries up front - explain that this is a professional relationship not a “friend” relationship - discuss the limits to the relationship - that you can’t come for a friendly visit, have dinner with their friends/family, go to movies, etc. Establish trust by being honest, consistent and predictable Take care of yourself - avoid personalizing negative feelings and behaviors - if you are doing outreach engagement - you might approach the person 15-20 times before they ask you for something Be mindful of what information you share about yourself - where you live, how many children you have,where you take lunch Be aware of your emotions and attitudes particular situations evoke in us in order to avoid acting out on our own issues Recognize and respect diversity and difference
  • Engagement is a process that builds over time. As we begin to work with consumers, our first task is to engage them in a helping relationship. Without a relationship we cannot be effective in delivering of services. Professional boundaries need to be established up front. CM needs to explain the role as a professional, this is not a friendship relationship. Remember that every consumer will respond differently. Some people will respond positively to some of your interventions, while the same intervention may make another person feel defensive. This is where creativity comes into play. You need to assess with the consumer how you feel best to intervene with them - and if you offend someone - apologize for making them feel that way.
  • Establish a culture of trust and acceptance by defining your role as one who listens and will help them to learn how to do these tasks independently or more independently some day Encourage the person to do most of the talking Encourage him/her to explore his/her problems Utilize questions that cannot be answered with yes/no answers
  • Handout homeless documentation form.

Role Of Case Manager & Who Is Homeless Role Of Case Manager & Who Is Homeless Presentation Transcript

  • Role of Case Manager & Who is Homeless
    • Handouts for today’s training are available at:
    • www.cohhio.org/information_resource.php
    • Click on:
    • CM Role & Who is Homeless - Supplemental Handouts and
    • Role of Case Manager & Who is Homeless.pdf
  • 2009 Lunch and Learn Series Case Management for Supportive Housing and Homeless Programs Role of Case Manager & Who is Homeless
  • Introduction to Lunch & Learn Series
  • Realities of Homelessness
    • Homeless people are the sum total
    • of our dreams, policies, intentions, errors, omissions, cruelties, and kindnesses as a society.
    • Peter Marin, sociologist
  • Case Management is the Hub
  • Minus One Spoke on the Hub
  • Minus Case Management - No Hub
  • W.I.T.
    • Case Managers do W.I.T.!!
    • W hatever
    • I t
    • T akes!!
  • Purpose of Combining Housing with Services
    • Improve quality of life
    • Develop self-sufficiency
    • Maximize independence
    • Achieve residential stability
  • Purpose of Combining Housing with Services
    • Reflect the participant’s needs and goals.
    • Effective programs adjust the services they offer as the needs and interests of the individual participants and the larger residential community evolve and change.
  • Program Goals
    • Residential Stability - Help participants obtain and remain in permanent housing.
    • Increased Skills/Income – Increase their skills and/or income.
    • Greater Self-Determination – Increase their ability to influence decisions that affect them
  • Case Management
    • Accountable for service coordination
    • Support for independent living
    • Establish/maintain housing stability
  • Intake and Assessment
    • The process of interviewing a person to determine the most appropriate housing placement and supportive services.
  • Goal Setting
    • To help participants meet the obligations of tenancy and stay housed.
  • Building Motivation for Change
  • Maintain Case Records
    • Relevant information
    • Care coordination
    • Continuity of care
    • Record of movement
    • Program compliance
  • Crisis and Conflict
    • When to ask for help
    • Acceptable interventions
    • Roles & responsibilities in emergency or conflict
  • Housing Stability
    • Secure, obtain and maintain housing
  • The Role of the Case Manager in Supportive Housing
    • Provide support
    • Assist to identify & achieve goals
    • Offer educational services
    • Offer vocational services
    • Support recovery
  • The Role of the Case Manager in Supportive Housing
    • Manage crisis
    • Help build community
    • Assist with medication management
    • Assist with socialization & recreational activities
    • Build Activities of Daily Living (ADL) and Instrumental Activities of Daily Living (IADL) skills
  • Engagement
    • You cannot provide services unless you first engage the consumer
  • Engagement is a Process Where we:
    • Introduce tenant to the program
    • Explain our role
    • Find common ground
  • Engagement
    • Process – not an event
    • Varies per participant
    • Tenancy does not mean they accept their role as a “consumer”
  • Open Communication
    • Friendly
    • Listen
    • Eye contact
    • Kept conversation light
    • Responded with humor
  • Closed Communication
    • Intrusive
    • Talk too much
    • Opinions
    • Lecture/Demand
    • Push
    • Analytical
    • Too personal
    • Too many jokes
    • Stay too long
  • Documenting Homelessness
  • Homeless
  • Unsheltered Doubled Up Sheltered Transiently Housed Housed Shelters Abandoned Building Bridges Cars Woods Streets Tents Family Friends Motels/Hotels Drug/Alcohol Treatment Respite Prisons Hospitals Jail Transitional Housing Where People Are Living
  • Homeless Program Definitions for PSH
      • On the street.
      • Emergency shelters.
      • Transitional or supportive housing for homeless persons who originally came from the streets or emergency shelter.
      • In one of the above places, but is spending up to 30 consecutive days in a hospital or other institution - must have been homeless prior to institutionalization and lack supports to secure housing independently.
  • Homeless Program Definitions Transitional Housing & Supportive Services Only
      • Persons being evicted within a week from a private dwelling unit with no subsequent residence identified, and no resources or support networks.
      • Persons being discharged within one week from an institution (more than 30 consecutive days) with no subsequent residence and no resources and support networks.
      • Fleeing domestic violence and no resources or support networks.
  • Chronically Homeless
  • HUD Definition of Chronically Homeless
    • Unaccompanied individual.
    • Disabling condition.
    • Either continuously homeless for a year or more OR at least four (4) episodes of homelessness in the past three (3) years.
  • HUD Definition of Chronically Homeless - Continued
    • Must have been sleeping in places not meant for human habitation and/or in an emergency homeless shelter during that time.
    • An episode of homelessness is a separate, distinct and sustained stay on the streets and/or in an emergency homeless shelter. A chronically homeless person must be unaccompanied and disabled during each episode
  • Who Is Not Homeless?
    • Persons or families living in motels.**
    • Persons doubled up, living with relatives, and moving frequently.
    • Persons living in substandard housing.
  • Who Is Not Homeless?
    • Person paying an excessive amount for housing.
    • Wards of the state.
    • Persons being discharged from an institution that is required by the State to provide or arrange for housing upon release.
  • Homeless Documentation
    • Persons living on the streets or in short-term emergency shelter:
      • A signed and dated certification from a third party such as an outreach worker or shelter staff verifying that the person has been residing on the streets or in a short-term shelter
      • A participant may prepare a short written statement about their previous living situation and date and sign it
  • Homeless Documentation
    • Persons fleeing domestic violence :
      • Written verification from the participant that he/she is fleeing a domestic violence situation
      • If a participant is unable to prepare verification, the grantee/recipient may prepare a written statement about the participant’s previous living situation for the participant to sign
  • Homeless Documentation
    • Persons coming from transitional housing for the homeless :
      • Written verification from the transitional housing staff that the participant has been residing at their facility
      • Written verification that the participant was homeless when they entered the transitional facility
      • Written verifications should be on the agency’s letterhead, signed, and dated
  • Homeless Documentation
    • Persons being evicted from a private dwelling :
      • Documentation of a written eviction notice indicating that the participant is being evicted within one week.
      • If a participant’s family is evicting them, a statement describing the reason for eviction must be signed and dated by a family member.
      • Documentation of income, efforts to obtain housing, and why, without assistance, the participant will be on the streets.
      • If there is no formal eviction, the participant can sign and date a statement as to the circumstances. Staff must document their efforts to confirm that these circumstances are true and attest to their validity.
  • Homeless Documentation
    • Persons from a short-term stay in an institution that was either living on the streets or in an emergency shelter prior to entering the institution :
      • Written verification from the institution’s staff that the participant has been a resident for less than 30 days and information on the previous living situation
  • Homeless Documentation
    • Persons being discharged from a long-term stay in an institution :
      • Written evidence that the participant is being discharged within one week
      • Information on the income of the participant, what efforts have been made to obtain housing, and why, without the homeless assistance, the participant will be living on the street or in an emergency shelter
  • Documentation of Chronic Homelessness
    • Efforts to document each episode of homelessness
    • Take an oral history at Intake & Assessment and have the person sign and date it
    • If the person has stayed in shelters during any of the episodes, get the name of the shelter and city and contact that shelter for verification
  • Documentation of Chronic Homelessness
    • Use email or fax so you have documentation for the participant file
    • At this time, HUD does not have a form for documenting chronic homelessness
  • Questions and Discussion
  • Coalition on Homelessness and Housing in Ohio Jonda Clemings, MSEd, LSW 175 S. Third St. - Suite 250 Columbus, Ohio 43215 Phone 614-280-1984 Fax 614-463-1060 Cell 614-395-5907 www.COHHIO.org