Retooling the Crisis Response System

Michelle HeritageExecutive Director

Community Shelter Boardwww.csb.org

National Conference on Ending HomelessnessWashington, DCJuly 14, 2011

Our Family Shelter System

YWCA Family Center

Franklin County Family Emergency Shelter System

First contact between

YWCA Family Center and

family:

Triage Referral Assessment Services Guidance

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.

Welc

om

e to

the F

am

ily

Cen

ter

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)

Perm

an

en

t hou

sin

g

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

Comprehensive Assessment

Family immediately triaged to see if diversion is possible

Referred to prevention if still housed

Eligibility - must have minor children

Intakes done 24/7

Assessment takes 1.5 hours

Prevention

Stable Families

Coordinated Client Linkage

Housing plan completed within 24-48 hours

Program Referrals

Direct client assistance for rent/security deposit

Direct housing

Job2Housing program

Permanent supportive housing

Market rate housing

Program Referrals

Direct client assistance for rent/security deposit

Direct housing

Job2Housing program

Permanent supportive housing

Market rate housing

Waitlists & Occupancy

5,220% increase in family overflow

Outcomes

 Households

ServedNightly

OccupancyAverage Length of

Stay (Days) Successful Outcomes Successful Housing Outcomes

Average FHC Transition Time

(Days)

YWCAGoal (#)

Actual (#)

Outcome Achieve

ment Capacity Actual Goal Actual

Outcome Achieve

mentGoal (#)

Actual (#)

Outcome Achieve

mentGoal (%)

Actual (%)

Outcome Achieve

mentGoal (#)

Actual (#)

Outcome Achieve

mentGoal (%)

Actual (%)

Outcome Achieve

ment Goal Actual

Outcome Achieve

ment

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% √      

Other Ways we’ve Re-tooled

Overflow management handled by front door provider

Manual to capture roles of each partner

Streamlined next step housing practices

Performance-based contracting

Our Single Adult Shelter System

Franklin County Adult Crisis Response

First contact between

Centralized Point of

Access and single adult:

Triage Referral Services Guidance

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.

Welc

om

e to

the

Cen

tralize

d P

oin

t 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)

Perm

an

en

t hou

sin

g

Treatment programs for severe issues

(ADAMH agencies)RA-TA/Program Planning-Development/Adult System Planning/Adult System Slide 4.5.114/5/11

Ad

mis

sio

n to

: FM

on

8th

, FM

on

6th

, FM

Nan

cy’s

P

lace, F

oH

Men

’s S

helte

r, FoH

Reb

ecca’s

Pla

ce, V

OA

M

en

’s S

helte

r.

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)

Triage and Diversion

Refer to Prevention Services

Complete Triage/Diversion Form;Enter data in CSP

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

Diversion Workflow Chart

Waitlist Workflow Chart

Front-Door Intake

Collect all available client documentation

Complete client intake paperwork

Determination of Rebuilding Lives or Chronic Homeless status

Data entry into CSP

Upload of intake documentation into CSP

Intakes done 24/7

One Year Outcomes

Individuals served

5,348 individuals, 36% female, 64% male

6,662 contacts (25% repeat contacts for the year)

58% new to shelter (within 10 years)

New Measurements

Client goal plans within 5 days of shelter entry

Client must show some progress within 20 days

Portion of shelter funding dependent on:

meeting 30-day average length of stay

25% successful housing outcomes

Looking Forward

What should the structure of the front door be?

Who should run it?

What is its primary purpose?

Getting to Housing

Veterans Administration

Rapid Re-housing programs

Critical time intervention; clinical pathways

Unified Supportive Housing System Placing the right person

In the right unit

At the right time

At the right cost

Questions?