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3.2 Retooling the Crisis Response System

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3.2 Retooling the Crisis Response System

  1. 1. Retooling the Crisis Response System Michelle Heritage Executive Director Community Shelter Board www.csb.org National Conference on Ending Homelessness Washington, DC July 14, 2011
  2. 3. Our Family Shelter System
  3. 4. YWCA Family Center
  4. 5. Franklin County Family Emergency Shelter System <ul><li>First contact between YWCA Family Center and family: </li></ul><ul><li>Triage </li></ul><ul><li>Referral </li></ul><ul><li>Assessment </li></ul><ul><li>Services </li></ul><ul><li>Guidance </li></ul>Permanent housing, usually with Transition assistance (CSB) Referral to direct housing: Family Housing Collaborative (Salvation Army, Homeless Families Foundation, Volunteers of America, CSB) Diversion: Helping families stay in the housing they’re in, with support from community programs, social service agencies, family and friends, and other community agencies. Welcome to the Family Center Referral to Tier II shelter (Homeless Families Foundation, Volunteers of America) Referral to transitional housing (Amethyst) Referral to permanent supportive housing (Community Housing Network, Amethyst, Volunteers of America, Maryhaven, Columbus AIDS Task Force) Permanent housing Treatment programs for severe issues (ADAMH agencies) RA-TA/Program Planning-Development/Family System Planning/Front door slide with provider names 5.6.10 5/6/10
  5. 6. Comprehensive Assessment <ul><li>Family immediately triaged to see if diversion is possible </li></ul><ul><li>Referred to prevention if still housed </li></ul><ul><li>Eligibility - must have minor children </li></ul><ul><li>Intakes done 24/7 </li></ul><ul><li>Assessment takes 1.5 hours </li></ul>
  6. 7. Prevention Stable Families
  7. 8. Coordinated Client Linkage Housing plan completed within 24-48 hours
  8. 9. Program Referrals <ul><li>Direct client assistance for rent/security deposit </li></ul><ul><li>Direct housing </li></ul><ul><li>Job2Housing program </li></ul><ul><li>Permanent supportive housing </li></ul><ul><li>Market rate housing </li></ul>
  9. 10. Program Referrals <ul><li>Direct client assistance for rent/security deposit </li></ul><ul><li>Direct housing </li></ul><ul><li>Job2Housing program </li></ul><ul><li>Permanent supportive housing </li></ul><ul><li>Market rate housing </li></ul>
  10. 11. Waitlists & Occupancy 5,220% increase in family overflow
  11. 12. Outcomes   Households Served Nightly Occupancy Average Length of Stay (Days) Successful Outcomes Successful Housing Outcomes Average FHC Transition Time (Days) YWCA Goal (#) Actual (#) Outcome Achieve ment Capacity Actual Goal Actual Outcome Achievement Goal (#) Actual (#) Outcome Achievement Goal (%) Actual (%) Outcome Achievement Goal (#) Actual (#) Outcome Achievement Goal (%) Actual (%) Outcome Achievement Goal Actual Outcome Achievement FY2010 660 688 √ 50 38 20 21 √ 427 487 √ 70% 76% √ 260 333 √ 61% 68% √ 7 14 ≠ FY2009 660 653 √ 50 39 20 22 √ 427 451 √ 70% 74% √ 333 257 N/A 78% 57% N/A 7 19 N/A FY2008 660 726 √ 50 47 20 24 ≠             427 495 √ 70% 72% √       FY2007 660 701 √ 50 44 20 23 ≠             427 440 √ 70% 66% √       FY2006 660 696 √ 50 44 20 23 ≠             427 442 √ 70% 68% √      
  12. 13. Other Ways we’ve Re-tooled <ul><li>Overflow management handled by front door provider </li></ul><ul><li>Manual to capture roles of each partner </li></ul><ul><li>Streamlined next step housing practices </li></ul><ul><li>Performance-based contracting </li></ul>
  13. 14. Our Single Adult Shelter System
  14. 15. Franklin County Adult Crisis Response <ul><li>First contact between Centralized Point of Access and single adult: </li></ul><ul><li>Triage </li></ul><ul><li>Referral </li></ul><ul><li>Services </li></ul><ul><li>Guidance </li></ul>Permanent housing, usually with Transition assistance (CSB) Diversion: Helping individuals stay in the housing they’re in, with support from community programs, social service agencies, family and friends, and other community agencies. Welcome to the Centralized Point of Access Referral to transitional housing (Amethyst, Friends of the Homeless, Volunteers of America of Greater Ohio) Referral to permanent supportive housing (Community Housing Network, Amethyst, Volunteers of America of Greater Ohio, Maryhaven, National Church Residences, Columbus AIDS Task Force) Permanent housing Treatment programs for severe issues (ADAMH agencies) RA-TA/Program Planning-Development/Adult System Planning/Adult System Slide 4.5.11 4/5/11 Admission to: FM on 8 th , FM on 6 th , FM Nancy’s Place, FoH Men’s Shelter, FoH Rebecca’s Place, VOA Men’s Shelter. Referral to inebriate shelter (Maryhaven Engagement Center) Referral to the Unified Supportive Housing System for placement in permanent supportive housing (Community Housing Network, Southeast Inc. National Church Residences, YMCA of Central Ohio, YWCA Columbus) Referral to Rapid Re-housing programs (Volunteers of America of Greater Ohio / Community Housing Network Rapid Re-housing, Community Housing Network In-reach Single Adults)
  15. 16. Triage and Diversion <ul><li>Complete Triage/Diversion Form; </li></ul><ul><li>Enter data in CSP </li></ul>Refer to Prevention Services Is adult facing eviction/ foreclosure? Single Adult presents at CPOA Is adult self caring? Refer to Hospital, Mental Health Provider, shelter for public inebriates Does adult have any other option? Assist adult in making alternate arrangements Complete Shelter Intake Yes No Yes Yes No No
  16. 17. Diversion Workflow Chart
  17. 18. Waitlist Workflow Chart
  18. 19. Front-Door Intake <ul><li>Collect all available client documentation </li></ul><ul><li>Complete client intake paperwork </li></ul><ul><li>Determination of Rebuilding Lives or Chronic Homeless status </li></ul><ul><li>Data entry into CSP </li></ul><ul><li>Upload of intake documentation into CSP </li></ul><ul><li>Intakes done 24/7 </li></ul>
  19. 20. One Year Outcomes <ul><li>Individuals served </li></ul><ul><ul><li>5,348 individuals, 36% female, 64% male </li></ul></ul><ul><ul><li>6,662 contacts (25% repeat contacts for the year) </li></ul></ul><ul><ul><li>58% new to shelter (within 10 years) </li></ul></ul>
  20. 21. New Measurements <ul><li>Client goal plans within 5 days of shelter entry </li></ul><ul><li>Client must show some progress within 20 days </li></ul><ul><li>Portion of shelter funding dependent on: </li></ul><ul><ul><li>meeting 30-day average length of stay </li></ul></ul><ul><ul><li>25% successful housing outcomes </li></ul></ul>
  21. 22. Looking Forward <ul><li>What should the structure of the front door be? </li></ul><ul><li>Who should run it? </li></ul><ul><li>What is its primary purpose? </li></ul>
  22. 23. Getting to Housing <ul><li>Veterans Administration </li></ul><ul><li>Rapid Re-housing programs </li></ul><ul><li>Critical time intervention; clinical pathways </li></ul>
  23. 24. Unified Supportive Housing System <ul><li>Placing the right person </li></ul><ul><ul><li>In the right unit </li></ul></ul><ul><ul><ul><li>At the right time </li></ul></ul></ul><ul><ul><ul><ul><li>At the right cost </li></ul></ul></ul></ul>
  24. 25. Questions?

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