56
T R A I N I N G Family Services Administration
T R A I N I N G Family Services Administration
Agenda TIME TOPIC PRESENTER
9:00 - 9:30 AM Project Reconnect Introduction Dominique Vinson
9:30 - 10:00 AM Rapid Resolution for Veterans Rosa Kang
10:00 - 11:30 AM HMIS for Project Reconnect Eileen Krozner
15 min Break
11:45 AM - 12:15 PM Acuity Scheduling Training Dominique Vinson
1 hour Lunch Break
1:15 - 2:30 pm Project Reconnect at Length Dominique Vinson
15 min Break
2:45 - 3:45 pm Strength Base Conversation Workshop
Dominique Vinson
What can you expect today?
an introduction
What is Project Reconnect?
❏ New shelter diversion and rapid-exit program for unaccompanied adults experiencing homelessness
❏ Delivered through a partnership between DC Government and several non-profit entities
❏ Staff at low-barrier shelters can refer clients who meet the program criteria to one of the District-funded service locations to meet with case management staff.
❏ Case management staff has a strengths based conversation to co-create a diversion plan that helps individuals avoid continued shelter stays by staying safely housed outside of the homeless services system.
Role of Diversion Front Porch Services Short Term Placement Permanent Housing
Daytime Service Center Outreach Beds Rapid Re-Housing
Central point of access for households seeking homeless assistance services.
Very small, specialized shelter for hard-to-reach individuals, often with severe and persistent mental illness.
Short- to medium- term supportive services and housing subsidy
Street Outreach Emergency Shelter Targeted Affordable Housing
Engagement services for hard-to reach, chronically homeless individuals sleeping on the street.
Short-term emergency housing for the majority of households entering the homeless services system.
No or light touch supportive services with long-term housing subsidy or affordable unit.
Prevention/ Diversion Transitional Housing
Permanent Supportive Housing
Assistance at front door of shelter system to prevent housing loss and stabilize households outside of shelter.
Therapeutic, communal environment for special populations
Intensive, wrap-around supportive services and long-term housing subsidy or affordable unit.
Project Reconnect Process
54321
Project Reconnect Design Principles
Housing First
Right Resources,
Right Person, Right Time
Crisis & Conflict
Resolution
Client Choice, Respect, &
Empowerment Lightest Touch
Maximize Community Resources
The District should be quickly getting people back into housing (market or subsidized) because after returning them to housing they can start their own next steps.
The most effective interventions are customized and timely - delivered at a time most likely to reduce the duration and frequency of homelessness.
Clients are in crisis, so we must manage the crisis: triage, focus on the person’s safety, de-escalate, return the person to control, & find achievable action steps.
A constant emphasis on client preferences, unwavering respect for their strengths, & reinforcement of progress are essential ingredients for empowerment.
Lightest touch is about choosing the least expensive & least intrusive intervention to keep someone housed. Providing “just enough” is enough.
Avoiding duplicate services allows mainstream agencies to step up and effectively serve people who have a right to higher quality and access.
Outcomes Client is Lease
Holder Depends on
Others Considerations
● Is it safe and appropriate? ● How can the client contribute to make this
viable? ● How can this help client’s employment status?
1 Going back to live with friends and family nearby
● What action steps can generate options? ● Think ahead about impact of income changes ● Educate about inspection, timely payments,
repairs, communication with landlord, etc.
3 Helping the client seek new housing on their own
● Will it last for more than 30 days? ● Will there be a support system there? ● What travel and logistics need to be ironed out?
4 Relocating permanently to a safe place out of town
● Was there domestic violence involved? ● Is there a way to pay back rent? ● Are previous places the client lived still an
option?
2 Returning to their own existing residence
Target Market(s)
Clients Transitioning from System Involvement 04
● Individuals who are losing their “housing” because they are transitioning from system involvement
● Includes aging out of foster care or exiting incarceration from District or Federal prison
Family-Engaged Clients 03 ● Individuals in shelter and/or day services centers
who demonstrate willingness and ability to connect with friends and/or family
Non-Recent Returners 02 ● Returned to low-barrier shelter or daytime service
center after extended absence (e.g. at least 30 calendar days)
● Absence was not due to unsheltered homelessness
New Arrivals 01 ● No prior documentation of homelessness in HMIS ● Visited low-barrier shelter, day center, or street
outreach worker for at least five consecutive days ● Veterans and adults <25 do not need to wait 5 days
Because a significant portion of clients use shelter for less than a week, eligibility for Project Reconnect requires at least five consecutive days in shelter and/or day centers. The only exception is returning citizens and adults below the age of 25. They are immediately eligible after presenting at shelters.
* Note: Veterans can be referred to the Rapid Resolutions program managed by Friendship Place & Housing Up
Rapid Resolution Veteran Services
What is Rapid Resolution?
❏ A Diversion and Rapid Exit intervention for Veterans.
❏ The intervention includes: ❏ Identifying an immediate safe place
to stay within their own network of family, friends, and other social supports
❏ Returning Home Initiative ❏ Connection to SSVF rapid re-
housing services (if unable to identify the above interventions)
SSVF Overview
1
❏ VA Supportive Services for Veteran Families (SSVF) ❏ Prevention and Rapid Re-housing services
❏ SSVF Providers in DC ❏ Friendship Place: (202) 658-9599 ❏ Housing Counseling Services: (202) 667-7006 ❏ Operation Renewed Hope Foundation: (703) 969-4562
Rapid Resolution Services
2
❏ Problem-solving and coaching (motivational interviewing) ❏ Conflict resolution and mediation ❏ Relocation out of state ❏ Connection to mainstream services: employment, benefits, VA services, food,
transportation, utilities ❏ Housing stabilization planning ❏ Case management and follow up support ❏ Limited financial assistance
Veteran Eligibility Criteria
3
❏ Must have active service: ❏ Served active military, naval, air service, or Merchant Marines ❏ National Guard/Reserves: activated by Presidential Order and served in
another state or country ❏ Must not have received a dishonorable discharge ❏ Imminently at-risk or experiencing literal homelessness ❏ Annual gross income less than 50% AMI
Veteran Eligibility - Income
4
Household Size Gross Total Income
1 $41,050
2 $46,900
3 $52,750
4 $58,600
5 $63,300
6 $68,000
7 $72,700
FY2018 Limits: Must be below Gross Total Income listed (50% AMI)
Referral Process
5
Referral Process
6
Referral Process
7
❏ Fill out First Contact Form ❏ Scan/email form to [email protected] ❏ On-site days @ Adams Day Center and Downtown Day Services Center ❏ Community Resource and Referral Center (CRRC)
❏ 1500 Franklin St. NE, Washington, DC 20018
How Services will be Documented Homeless Management Information System (HMIS)
Shelter Case Managers & Day Center Staff
Client Identification
Search for the client in HMIS
Create Program Entry
Use Enter Data As to complete the Program entry
into Project Reconnect
Book Appointment
Appointments are scheduled in Acuity, not HMIS.
Create Diversion Plan
Create Case Plan, with Diversion Goal and Add
Services for the agreed upon diversion plan
Implementation
Vendor closes all Diversion services and Project
Reconnect Entry once services have been provided
Day Center Staff & Greater Washington Urban League
Summary of HMIS Documentation Process for Project Reconnect
HMIS
HMIS Training
BREAK 15 minutes
Detailed Service Delivery Model how this will really work
5 4 3 2 1
Acuity
Adams Place Drop-In & Downtown Day Center
FSA Youth Services Division (18-24 year olds)
Client Strengths & Resources
Client Needs
Menu of Available Services
Diversion Plan &
Agreements
HMIS
Direct Service Delivery
Indirect Service Delivery
Low-Barrier Shelters
Youth Shelters
Daytime Service Centers
Client Identification & Scheduling 1
Adult clients at any of these locations . . . who meet any of these criteria . . . can schedule an appointment using this tool:
● 801 East
● NY Ave
● Adams Place
● Harriet Tubman
● Pat Handy
● Nativity
● Covenant House
● Casa Ruby Shelter
● Adams Place Drop In Center
● Downtown Day Services Center
Client Identification & Scheduling 1
Adams Place Drop-In Center Downtown Day Service Center FSA Youth Division
Demarcus Yarborough Brenda Hall Genevieve Hargrove Eric Fluker Connor Hegel Kassein Greene
9:00am
10:00am Open for Booking PR Apt: Jane Doe
11:00am Open for Booking Open for Booking
12:00pm
1:00pm PR Apt: John Doe Open for Booking
2:00pm Open for Booking
3:00pm
4:00pm
5:00pm
All clients under age 25 should be scheduled with the FSA Youth
Division
Scheduling Appointments Acuity Training
Client Identification & Scheduling 1
Adult clients at any of these locations . . . who meet any of these criteria . . . can schedule an appointment using this tool:
● 801 East
● NY Ave
● Adams Place
● Harriet Tubman
● Pat Handy
● Nativity
● Covenant House
● Casa Ruby Shelter
● Adams Place Drop In Center
● Downtown Day Services Center
Click Here for Training
Strengths-Based Conversation 2
A Solid Start
Diversion Plan Development 3
Client Strengths & Resources
Client Needs Menu of Available Services
Diversion Plan &
Agreements
Client has a brother in DC who he has stayed with in the past, and the client has a part-time job.
Since the brother previously kicked him out for not paying his fair share, the client needs help contributing to utilities.
If the brother is willing to let the client stay with him again, the District can pay support to the host household for up to six months.
Resources
Direct Services are are directly related to resolving the individual’s immediate housing crisis. Indirect Services support the individual by helping grow income or meet greater needs over the long run, but are not directly related to resolving the individual’s immediate housing crisis.
Direct Services ❏ Local Transportation Assistance
❏ Public Transportation Assistance ❏ Rideshare Assistance ❏ Gas Assistance ❏ Functional Automotive Repair
❏ Non-Local Transportation Assistance ❏ One way airfare and train tickets ❏ Travelers Aid (bus)
❏ Support to Host Household (utilities, groceries) ❏ New Lease Support
❏ Application Fees ❏ First Month’s Rent/Deposit
❏ Moving Costs ❏ Small Denomination Arrears Payment
Indirect Services ❏ Mediation Services ❏ Benefits Optimization ❏ Employment Assistance ❏ Short Term Rental Assistance (e.g. rapid re-housing) ❏ Referral To Residential Treatment ❏ Foster Care Transition Services
The total budget for direct services is $967,500.
Agreements
All Project Reconnect Diversion Plans must be codified through an agreement, which all parties must sign: ● Summary Agreement ● Support to Local Host Agreement ● Local Transportation Agreement ● Non-Local Transportation Agreement ● New Lease Support Agreement ● Moving Support Agreement ● Arrears Payment Agreement
Diversion Plan Development 3
Things to Remember:
❏ As a diversion expert, you are permitted to use any authorized direct or indirect services to achieve the desired outcome; however,
❏ Services authorized in the diversion plan should not exceed six months in length; and,
❏ The cost of an average diversion plan (e.g. does not include first month’s rent and security deposit) should not exceed $967.50 in total value.
❏ The total value of a diversion plan shall not exceed $2,340 (i.e. equivalent to FMR for an efficiency in the District’s most affordable neighborhoods).
Diversion Plan Implementation 4
❏ Direct Services will be processed by the Greater Washington Urban League for a 14% service charge.
❏ GWUL’s Financial Manager, Program Coordinator, and Payment specialist will work together to:
❏ Process payments
❏ Meet with clients (if necessary) to obtain necessary information/documentation
❏ Ensure Compliance with Allowable Costs & Eligible Payees
❏ Quality Assurance
❏ Documentation & Reporting
Diversion Plan Implementation 4
❏ Indirect Services will be processed by staff from the Department of Human Service, in collaboration with our government partners.
❏ Indirect Services Include
❏ Benefits Optimization
❏ Employment Assistance
❏ Short Term Rental Assistance (e.g. rapid re-housing)
❏ Referral To Residential Treatment
❏ Foster Care Transition Services
Outcome & Success Tracking 5
Moderately Successful
The individual does not return to the District’s homeless services system for at least 90 days, but does return within 180
days of receiving the first diversion intervention
3
Unsuccessful
The individual returns to the District’s homeless services system within 90 days
of receiving the first diversion intervention.
4
Highly Successful The individual does not return to the District’s homeless services system for at least 365 days after receiving the first diversion intervention.
1 Successful
The individual does not return to the
District’s homeless services system for at least 180 days, but does return within 365
days of receiving the first diversion intervention.
2
LUNCH 45 minutes
Diversion Conversation A Strengths-Based Workshop
Strengths-Based Conversation
A Solid Start
Strengths-Based Conversation
Starting on the Right Foot Active Listening Strengths Exploration
❏ First interaction should be welcoming
❏ Provide context for why this conversation is happening
❏ Reiterate respect for their rights and welcome them to shelter
❏ Communicate that we want to reconnect them to their support network and housing ASAP
❏ Explain how the conversation will work before asking open-ended questions
❏ Pay Attention and acknowledge the message
❏ Show that you’re listening by using your own body language and gestures
❏ Provide feedback by reflecting what is being said and asking questions
❏ Avoid judgement and interruptions by accepting the client’s perspective as valid
❏ Defer problem solving by keeping listening separate
❏ Once you fully understand the client’s story and how they’ve ended up in need of shelter - it’s time to explore their past strengths.
❏ Help them identify times when they’ve been of help or support to others.
❏ Begin to identify networks and support persons that may be able to help with income or housing.
❏ Stay focused on their housing situation & resources
Strengths-Based Conversation Sample questions to ask:
❏ Who have you helped in the past?
❏ What were things like for you when things were going better?
❏ Who are your allies, friends, and family members?
❏ Where was the last place you slept where you were housed and felt safe?
❏ If you felt unsafe in previous housing, what factors contributed to that lack of safety? Has anything changed?
❏ Can you think of any housing options that might be available to you in the next days or weeks?
❏ What needs to change in order to stay with your friends or family?
❏ What would you need to obtain housing on your own?
Your Turn!
Scenario
Client Profile: You are 21 years old, originally from Virginia Beach, and have been at the Pat Handy shelter for three days. This is your first time experiencing homelessness. You are a high school graduate, worked a part time job during school, and are currently employed full-time in DC but only making minimum wage and cannot afford market rent in DC. You were crashing with a “friend” but you had a falling out and she kicked you out (you weren’t on the lease). Right now, you are trying to come up with a Plan B. You have plenty of family from out of town and could leave DC-but don’t have the extra money to pay for a plane or bus ticket to get there. Or you could stay with a few other friends here in DC-but that might put you right back in the situation you are in, in no time. At this point, you are overwhelmed and just don’t know what to do.
Strength Based Conversation
Complete the diagram: here is where you document all of what you can gather about your client.
Develop the Diversion Plan
What we now know:
❏ Recent strength ❏ Pass success that contributed to the the
clients recent strength ❏ The network that helped the client achieve
this recent strength ❏ The client’s current relationships
What should we do about it?
Questions?
Background Slides Just in Case
Measuring Success For a shelter diversion and rapid exit program to be successful, it has to outperform the normal pattern of behavior for our shelter system. That is, participants should have longer times out of shelter or between shelter stays than those who did not participate. So what is a normal amount of time between shelter stays?
The median time between shelter stays is 6 days, and the average is 100 days. So it is “normal” for our clients to be away from shelter for up to 100 days.
This scale is logarithmic, so it
hides the long tail of instances where days
between stays reached into the
thousands.
Outcome & Success Tracking 5
# Metric Baseline Target Actual
1 % of unaccompanied individuals in low-barrier shelters (LBS) with no more than 2 LBS stays
56% 60% TBD
2 Average length of stay in LBS for those with no more than 2 LBS stays
18 days 15 days TBD
3 Median length of stay in LBS for those with no more than 2 LBS stays
4 days 3 days TBD
4 % of diversion participants who achieved one of four diversion outcomes
0% 30% TBD
5 Ratio of Diversion Costs to Shelter Costs (per client, per month)
Shelter: $1,001 per client per month
$120/$1001 = 12% TBD
Diversion Plan Development 3
Recipient: John Doe As of January 3, 2019, you have met the criteria to be enrolled in the District’s Project Reconnect Program. The assistance needed to secure temporary or permanent solutions to your housing is set to begin on 1/5/19. You will receive program assistance for up to six months and/or contingent on circumstantial matters as determined by the Department of Human Services. Listed below you will find an outline of your assistance plan and your responsibilities as a recipient. The services in your plan have been added to your profile in the Homeless Management Information System (HMIS). Attached to your plan is your Strength Exploration Diagram, Assistance Agreements, and a Housing Stabilization Plan. If you no longer wish to enroll in the District’s Diversion/Rapid Exit program, please contact your Project Reconnect caseworker, Brenda Hall at 202-932-8317.
Program Plan Assistance: ❏ Support to Host Household: Grocery Assistance to Host ❏ Support to Host Household: Utilities Assistance to Host
Participant Responsibilities: ❏ Identify host ❏ Notify caseworker of changes in residing with host
✓ ✓
✓ ✓
Partnerships
Project Reconnect would not be possible without collaborative partnerships between DC government agencies and local non-profit organizations.
Homelessness in the District and how does it relate to Project Reconnect?
Almost 4k individuals are homeless in DC on any given day - over 10k individuals per year.
Why are the numbers stagnant? In addition to inflow outpacing outflow, the District has not transformed the way singles experience homelessness. The family side has year-round access, prevention programs, and full-scale rapid re-housing. Those transformations have not occurred in the singles system yet.
DHS estimates that 9% of the population might be good candidates for diversion/rapid exit.
Category IQR Length of Stay (days)
Number of Clients
Percent of
Clients
Self-Resolvers 1st 0-2 2,554 25%
Self Resolvers & Diversion Candidates
2nd 2-11 2,554 25%
Medium Stayers
3rd 11-71 2,554 25%
Long Stayers 4th 71-175 1,430 14%
Outliers Outlier
>175 1,124 11%
TOTAL AVG = 89 10,214 100%
Many clients will self-resolve, and many adult clients will need a supportive housing resource like RRH, TAH, or PSH - but some will be good candidates for diversion (especially younger adults).
Diversion Plan Agreements What is allowed? What is required?
Agreements
All Project Reconnect Diversion Plans must be codified through an agreement, which all parties must sign: ● Summary Agreement ● Support to Local Host Agreement ● Local Transportation Agreement ● Non-Local Transportation Agreement ● New Lease Support Agreement ● Moving Support Agreement ● Arrears Payment Agreement
