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