PREVENTION,

DIVERSION, AND

RAPID RESOLUTION

WELCOME

Erin Wixsten

Associate

www.OrgCode.com

@OrgCode

www.FB.com/OrgCode

OrgCode Consulting, Inc. are North American leaders in homeless

system transformations, leadership development in homeless

services, and technical assistance.

OrgCode are merry misfits that disrupt the status quo to be catalysts

for better outcomes.

Thought leaders in ending homelessness, we advance ideas, create

and share resources, and offer training that doesn’t suck.

ABOUT ORGCODE

WHY DO HOMELESS AND

HOUSING PROGRAMS EXIST?

Divert people away from the homeless service

delivery system

Provide a rapid response to those that require

an intervention through progressive

engagement

Put an end to chronic and episodic

homelessness

Ensure emergency/crisis responses function

relative to their original intent (short-term,

infrequent)

Focus on the only know solution to

homelessness – housing!

ENDING HOMELESSNESS

A functional end to homelessness means no person

has to remain homeless longer than 30 days prior to

moving directly into permanent housing.

Ending homelessness requires:

✓ Shelters working as a process, not a destination

✓ Diversion is a service with an outcome

✓ Housing-focused conversations

✓ Access to permanent housing quickly

✓ By name registry of all people to be served

END HOMELESSNESS BY:

Closing the front door into homelessness –

•Diversion & Prevention/Homelessness Proofing

•Coordinated Entry

•Discharge Planning

Open the Back Door out of Homelessness –

•Housing focused Shelters

•Housing First

•Housing Development & Location Services

Find the Courage to do things differently Together

•Solution Focused Innovation

WHAT IS PROGRESSIVE ENGAGEMENT?

Progressive Engagement is an approach to

helping households end their homelessness

as rapidly as possible, despite barriers, with

minimal financial and support resources.

More supports are offered to those

households who struggle to stabilize and

cannot maintain their housing without

assistance

PROGRESSIVE ENGAGEMENT IN PRACTICE

• Empower people to demonstrate their resilience

and solve their own homelessness through the

lightest engagement first.

• Give people an opportunity to demonstrate what

they know how to do rather than assuming they

know how to do nothing.

• Add more supports when people ask or when it is

clearly demonstrated that more support is

needed.

TERMINOLOGY

Prevention activities occur before an

individual/family has legally lost their ability to

reside an address.

Diversion activities occur once an

individual/family has legally lost their housing,

but prior to shelter entry.

Rapid Resolution activities occur within the first

two weeks of a shelter stay when an

individual/family cannot be diverted

WHAT WE KNOW ABOUT HOMELESSNESS

There are three “types” of homelessness

• About 80% are “transitionally homeless”

• Results show that this group is younger, less likely

to have mental health, substance abuse, or medical

problems

• Homeless once, usually for about a week

• Often able to quickly find new housing

This is the situation for which the

emergency shelter system was designed for

WHAT WE KNOW ABOUT SHELTER STAYS

The majority of families and single adults who

become homeless have relatively short stays in the

homeless assistance system and rarely come back

to it. (Culhane: “transitionally homeless”)

Dennis Culhane, Testing a Typology of Family Homelessness Based on

Patterns of Public Shelter Utilization in Four U.S. Jurisdictions:

Implications for Policy and Program Planning, 2007

Joe Springer and Jim Mars, Golden Report: Mayor’s Homelessness

Action Task Force, Ryerson University, 1999.

WHAT WE KNOW ABOUT

HOMELESSNESS

About 10% are “episodically homeless”

o characterized by cyclical homelessness, often

moving in and out of homelessness as well as

between other system institutions such as jails and

hospitals

o The episodic group among families is very small (5

to 8%) as compared to individuals.

About 10% are “chronically homeless”

o These people are homeless for over a year, some for

much longer

o Heavy system utilizers and tend to stay in shelter

much longer than the other two groups, consuming

half of the total shelter days.

WHAT THIS TELLS US

Most service seekers have relatively brief episodes of

homelessness:

• They exit homelessness within three to six months and

do not return.

• Households with short- and long-term stays in homeless

service programs face myriad challenges, but these are

like the challenges faced by many other low-income

households who never become homeless.

• It is only a small subset of people who experience

multiple episodes of homelessness.

WHAT THIS TELLS US

The results suggest that policy and

program factors, rather than household

characteristics, are responsible for long

shelter stays

Dennis Culhane, Testing a Typology of Family Homelessness Based on Patterns of

Public Shelter Utilization in Four U.S. Jurisdictions: Implications for Policy and

Program Planning, 2007

CORE PRINCIPLES

• Making people become homeless in order to

receive services is a bad idea.

• People are generally resilient. They should be

empowered to maximize their resilience.

• Progressive engagement is a good idea.

• Safe and appropriate tenancies take many forms.

• Mediation is a worthwhile endeavor when solving

a potential housing crisis.

PROBLEM SOLVING BASICS

1. Identify the issue

2. Understand everyone’s interests

3. List the possible solutions

4. Evaluate

5. Select option

6. Document

7. Agree

8. Evaluate …

PREVENTION IN

CONTEXT

PREVENTION

Pandemic and rising economic crisis will increase

number of people at risk for homelessness

With a strategic lens we can better invest our

resources toward prevention, up stream efforts

An expansion of emergency shelter and isolation

capacity doesn’t mean we should just fill those

spaces

What are we learning about our capacity – and

responsibility – to serve households at risk and what

partnerships need to be developed and/or advanced

PREVENTION

Investment of resources for eviction

prevention

Reserves for higher acuity, higher risk

households

Housing stabilization aka HBCM is

homeless prevention

PREVENTION

DIVERSION IN CONTEXT

guiding philosophies, realities and

requirements

THE DIVERSION MINDSET

Diversion starts with a belief on the part of the staff

doing diversion that individuals and families:

•Are able to be diverted

•Can have safe and appropriate alternatives to

shelter

•Shelter should be reserved only for those that do

not have alternatives

•Are best served through a strength-based

framework

WHAT IS DIVERSION?

Diversion is about saying “YES” to helping

households navigate a safe alternative to shelter

that is appropriate to their circumstances through

an investment in staff time by dedicated staff that

have specific problem-solving skills and access to

flexible resources to put the solution into action.

Diversion is NOT a refusal of service.

Diversion should NEVER use assessment too far

upstream.

WHAT IS IT?!

• Successful diversion programs treat the process as an

opportunity to explore a household’s current housing

crisis and be creative about housing options.

• Involves asking about every available resource household

might have to stay housed or move directly to other

housing

• Also involves frank conversations about conditions in

shelter and likely options after shelter

WHEN TO PRACTICE DIVERSION

At time of first seeking shelter services…or

as soon thereafter as possible.

Not always practical to attempt diversion at

some hours of the day.

Some people are not in a position where

they are ready for the diversion

conversation. But you can only tell by trying.

HOW DOES IT WORK?!

• Conflict resolution and mediation with

landlords/friends/family

• Connection to mainstream services

• Housing search assistance

• Housing stabilization planning

• Limited financial, utility, and/or rental assistance

• Follow up services and service connections

MAXIMIZING RESILIENCE

What does resiliency mean to you?

What does a strength-based approach look

like for problem solving?

How can you help people focus on what they

CAN do when faced with crisis?

MAXIMIZING RESILIENCE

To maximize resilience, one must:

• Believe people can quickly recover from

adversity

• Believe people have elasticity and can

bounce back

• Believe people can navigate to

resources and negotiate engagement

with resources

DIFFERENT SCENARIOS TO CONSIDER

1. People homeless for the first time.

2. People that keep coming back to

homelessness.

3. People stuck in homelessness and/or not

using any of the “usual” homeless

services.

EFFECTIVE ENGAGEMENT STRATEGIES

• Think before reacting to what is

presented.

• Exercise active listening.

• Focus on the problem, not the emotions.

• Accept responsibility for trying to solve

the problem, but do not over-promise or

be dismissive from the start.

• Use direct communication. What exactly

do they need? Why do they need it? What

do you need them to do?

• Focus on the future - not the past.

• Ensure fairness.

WHY IMPLEMENT DIVERSION?

• Improves system outcomes by reducing entries into

homelessness

• Improves quality of life by helping people avoid the

stress of shelter stays

• Conserves and targets resources – shelter beds used

only when needed

• Cuts down on shelter wait lists

• Communities across North America are showing

successful diversion for 30 – 50% of shelter seekers,

upwards of 80% for families…

9 STEPS TO AN

EFFECTIVE

DIVERSION

PRACTICE

Explanation of the diversion conversation.

“Our goal is to learn more about your specific

housing situation right now and what you need so

that together we can identify the best possible way

to get you a place to stay tonight and to find safe,

permanent housing as quickly as possible. That

might mean staying in shelter tonight, but we

want to avoid that if at all possible. We will work with

you to find a more stable alternative if we can.”

STEP ONE: EXPLAIN THE PROCESS

STEP TWO: Today’s Urgency and

Untested Options

Why are you seeking emergency shelter

today?

What are all the other things you tried

before you sought shelter today?

What are all the other things you have

thought about trying but have not

attempted yet in order to avoid needing

shelter today?

STEP THREE: Last Night’s Safety

Where did you stay last night?

a. If staying with someone else, what is the

relationship between them and you?

b. How long have you been staying there?

c. Where did you stay before that?

d. Would it be safe for you to stay there again for the

next 3-7 days?

e. (If a couple and/or household with children under 18)

Would your whole household be able to return and stay

there safely for the next 3-7 days?

f. If indicate that the place where they stayed is

unsafe, ask why it is unsafe.

g. If cannot stay there safely, or if were staying in a

place unfit for human habitation, move to Step Six.

STEP FOUR: Story Behind the Story (At

Last Night’s Safe Place)

What is the primary/main reason that you had

to leave the place where you stayed last

night?

Are there additional reasons why you can’t

stay there any longer?

STEP FIVE: What Would it Take to Stay

(At Last Night’s Safe Place)

Do you think that you/you and your family could stay

there again temporarily if we provide you with some

help or referrals to find permanent housing or connect

with other services?

If no, why not? What would it take to be able to stay

there temporarily?

STEP SIX: New Place to Stay Temporarily

If no, is there somewhere else where you/you and your

family could stay temporarily if we provide you with

some help or referrals to find permanent housing and

access other supports?

For example, what about other family members?

Friends? Coworkers?

What would it take for you to be able to stay there

temporarily?

STEP SEVEN: Identifying Barriers and

Assistance Required

What is making it hard for you to find permanent

housing for you/you and your family - or connect to

other resources that could help you do that?

What do you feel are your barriers?

What assistance do you feel you need?

STEP EIGHT: Current Resources

What resources do you have right now that

could help you and your family find a place

to stay temporarily or find permanent

housing?

STEP NINE: Housing Planning

If admitted to shelter there is still an

expectation that you will be attempting to

secure permanent housing for you (and your

family).

What is your plan at this point for securing

housing if you are admitted to shelter?

RAPID/SELF

RESOLUTION

UPPING YOUR GAME IN THE FIRST

TWO WEEKS AFTER SHELTER ENTRY

FOR FIRST TIME

SHELTER USERS

FIRST 14 DAYS

Do not sign up for programs or assign to a case manager.

Plan on having an intensive meeting (which can be a group

meeting) with every first-time shelter user the morning after

their first night to talk about housing search.

Have deliberate conversations with each person, every day in

their first two weeks.

If you can keep these beds separate from other shelter users,

do so.

If you can staff supports to this group (which can mean

dedicated blocks of time, not dedicated people) differently

than others in a more deliberate manner, do so.

SUPPORTING SELF RESOLUTION

• Self resolution treats the process as an opportunity to

continue to explore a household’s current housing crisis

and be creative about housing options.

• Involves asking about every available resource household

might have to return to housing or find new housing that

is appropriate to their needs

• Involves actively working to reduce/remove barriers to

housing that may exist

EXPLORING ALL HOUSING OPTIONS

Family

Reunification

Domestic

Violence

Resources

Cultural

Community

Resources

Hospice

Care

Adult

Developmental

Services

Market

Rate

Housing

Assertive

Community

Treatment

Seniors

Services

Youth/

Child

Services

Nursing/

Long-term

Care

Faith

Community

Roommates

SUPPORTING SELF RESOLUTION

Identifying first time homeless/first time shelter guests

Use your community and shelter data to determine the

milestone between when someone is being supported with

self-resolution, and when more services are needed, typically

around 14 days.

Opportunities exist

•Staff assignment

•Separate if possible

•Critically focused on what was learned through Diversion

conversation

SUPPORTING SELF RESOLUTION

• Services focused on providing basic needs and identifying

assets/strengths as part of the solution

• Income

• Social networks – utilizing mediation resources if

available

• Referrals with support to mainstream resources

• Housing conversations focused on choice

• Housing conversations focused on realistic, actionable

options

• Shared housing/roommates

• Renting a room

• Reunifying with friends/family/co-workers/etc.

RETHINKING JOB DISTINCTIONS

Historically:

• Housing workers were a specialized function either

amongst employees of the agency or external entity

brought in or referred out to

• Functions of shelter staff were separated from functions

of housing staff

New thinking:

• All shelter staff are housing staff

• All shelter staff are held accountable to being conversant

in housing solutions

HOUSING FOCUSED SERVICE ORIENTATION

- Weekly team meeting

- Objective and accountability based

- Who is working with whom?

- On what?

- What is being accomplished?

- Opportunities for reflective supervision and

peer support

- Task focused

- Support with secondary trauma and

compassion fatigue

HOUSING SPECIFIC ROLES

Staff Responsibilities

Overnight

Staff

• Scour online listings and print new listings

• Create list of new stayers that require housing-focused conversation by

morning staff

• Prepare passive engagement resources

• Update bulletin boards with housing resources

• Documentation of housing activities

Morning

Staff

• Housing-focused conversation with first-timer stayers

• Daytime housing search conversation, “What are you doing on your housing

plan today?”

• Brief housing workshops

• Matching with trained peers

• Documentation of housing activities

Evening

Staff

• 15th

Day SPDAT/Assessment

• Follow-up on housing search conversation

• Brief housing workshops

• Documentation of housing activities

58

HOUSING FOCUSED NARRATIVE

All staff need to be trained on the housing first

approach

- Clarify titles, roles, ability to serve

Client:Staff that supports our goal – increased +

housing exits

Staff interactions must be housing focused

Daily check-ins should be to determine progress

toward housing goals

Daily activities or workshops should be related to

housing

‘If we’re not talking about housing,

we’re having the wrong conversation’

HOUSING FOCUSED NARRATIVE

Have clear program material for participants

•Brochures that outlines program expectations

•Calendars or other interactive material that is

easy for participants to follow housing goals

•Service plans need to reside with program

participants—not just the file

•While you want participants to feel safe and

welcomed—do not waste time waiting until

people are comfortable to talk housing

OTHER SERVICE PLANNING CONSIDERATIONS

Know the stages of change and help participants work

through them in their goal setting.

Distinguish between goals and tasks (e.g. goal- obtain a

job within a months vs. task- submit three resumes per

week)

Be realistic

Be supportive

Be positive

Remember SMARTER goals (specific, measurable,

attainable, realistic, time-bound, evaluated, re-visited)

Safety

screenSafe

Determine if this will

be an immediate diversion

attempt or scheduled

Schedule

d

Follow

diversion

steps

Not s

afe

Address

safetyWhen, where, who

Imm

edia

te

Successful Document ReturnCheck

documentationRe-engage

Begin

process

again

Check for

shelter

vacancy

Vacancy

Check in

Safety

planning

Self

resolve

Not

self

resolving

AssessmentCoordinated

entry

Homelessness

resolved

ELEPHANTS IN THE ROOM

Ugly and harsh realities:

•We do not have enough resources via CES/CoC to provide

everyone with a voucher

•We are in the business of ending homelessness, not poverty

•Not everyone who is experiencing homelessness will get

housed off of the by-name list

•Resources are limited, especially for low acuity

•We must be creative

•We must partner

•We must be solution focused

•Everyone needs something different – how are we doing

this?

THANK YOU