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

3. Our Family Shelter System

4. YWCA Family Center

5. 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. 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

6. 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

7. Prevention Stable Families

8. Coordinated Client Linkage Housing plan completed within 24-48 hours

9. Program Referrals  Direct client assistance for rent/security deposit  Direct housing  Job2Housing program  Permanent supportive housing  Market rate housing

10. Program Referrals  Direct client assistance for rent/security deposit  Direct housing  Job2Housing program  Permanent supportive housing  Market rate housing

11. Waitlists & Occupancy 5,220% increase in family overflow

12. Outcomes Households Served Nightly Occupancy Average Length of Stay (Days)Successful OutcomesSuccessful Housing Outcomes Average FHC Transition Time (Days) YWCA Goal (#) Actual (#) Outcome Achieve mentCapacityActualGoalActual Outcome Achieve ment Goal (#) Actual (#) Outcome Achieve ment Goal (%) Actual (%) Outcome Achieve ment Goal (#) Actual (#) Outcome Achieve ment Goal (%) Actua l (%) Outcome Achieve mentGoalActual Outcome Achieve ment FY2010 660688√50382021√427487√70%76%√260333√61%68%√714≠ FY2009 660653√50392022√427451√70%74%√333257N/A78%57%N/A719N/A FY2008 660726√50472024≠ 427495√70%72%√ FY2007 660701√50442023≠ 427440√70%66%√ FY2006 660696√50442023≠ 427442√70%68%√

13. 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

14. Our Single Adult Shelter System

15. 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. 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)

16. 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 No

17. Diversion Workflow Chart Diversion Utilize "Entering a Diversion Record" instructions. Diverted No further data entry required. Admitted/ Scheduled for Intake Use "Check Bed Availability" instructions. Bed Available Utilize "Reservation Process Chart". No Beds Available Use "Waitlist Workflow Chart".

18. Waitlist Workflow Chart Waitlist Utilize "Putting a Client on the Waitlist" instructions. Track each contact with client via the notes section in their ShelterPoint record. 1. Sheltered 1. Utilize "Exiting a Client from the Waitlist" instructions. 2. Utilize "Reservation Process Chart". 2. Disappeared Utilize "Exiting a Client from the Waitlist" instructions. 3. Client Resolved Utilize "Exiting a Client from the Waitlist" instructions.

19. 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

20. 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)

21. 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

22. Looking Forward  What should the structure of the front door be?  Who should run it?  What is its primary purpose?

23. Getting to Housing  Veterans Administration  Rapid Re-housing programs  Critical time intervention; clinical pathways

24. Unified Supportive Housing System  Placing the right person  In the right unit  At the right time  At the right cost

25. Questions?