This document summarizes key findings from research on case management practices that are effective in helping homeless individuals. Three factors that make case management most effective are: 1) developing a persistent, reliable and respectful relationship characterized by intimacy and trust between the case manager and client; 2) ensuring adequate staff skills, support and service system capacity; and 3) providing comprehensive and practical support to increase clients' self-care abilities. Effective case management adopts a developmental approach tailored to individual clients' needs.

1. What makes c ase management work? Bringing together the evidence Dr Hellene Gronda Australian Housing and Urban Research Institute QCOSS Conference “Ending Homelessness: A Vision and a Plan,” Brisbane, 2-3 September 2009

4. The evidence base Total empirical sources: 5 3 (26 quantitative/27 qualitative) Year published 1996 - 2000 8 2001 - 2005 17 2006 6 2007 1 2 Geographic spread North America 41 Europe 7 Australia 5 Research focus Case management 3 3 (not exclusive) Homelessness 2 7 Mental illness 37 Substance use 15 Housing provision 8

5. What makes case management work? Key findings A persistent and reliable relationship characterised by intimacy and respect Service system design and capacity Staff skills and support Comprehensive, practical support and increased self-care capacity

6. A developmental outcome Case management on the care continuum Low High Personal capacity for self-care High Low State responsibility for care Case management Increasing a person’s self-care capacity Institutional care or restraint Universal service provision

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