housing focused sheltering: thoughts from orgcode · housing focused sheltering: thoughts from...

Housing-FocusedSheltering November2017 OrgCodeConsulting,Inc.1

HousingFocusedSheltering:ThoughtsfromOrgCode

Sheltersareacriticalpartofthecrisisresponsesystem,andwhenoperatedeffectivelyhaveastronghousingorientationwhichhavetheshortestpossiblelengthsofstayandtheleastnumberreturnstoshelterinthefuturepossible.

ItStartswithFiguringOutWhoYouWanttoShelterThereisneedforshelterinarangeofpopulationgroups:singleadults(sometimesmenspecific,sometimeswomenspecific,sometimescoed);youth;families;domesticviolence.Thosethatarethe greatest priority for shelter within each of those population groups shouldmost clearlyresemblethesameprioritiesyouhavesetinyourcommunityforaccesstohousingprogramslikePermanentSupportiveHousing.Itisridiculousforthoseindividualsandfamiliesinsheltertobe,say, high functioning, lower acuity folks and the priority for access to Permanent SupportiveHousing to be high acuity people withmultiple co-occurring, complex issues. If you are notshelteringthemostvulnerableinyourcommunity–atleastasafirstpriority–yourshelterismerelyareflectionofadeservingandundeservingpoor.

WhatDoWeKnowAboutShelterStays?Whetherinthepublishedliterature(seeCulhane)orgreyliterature(seeSpringer&Mars)ortheliterally dozensof local studieswehavebeenpart of, the results are always the same– theoverwhelmingmajorityofshelterusers(usuallyaround80%)onlyuseshelteronceintheirlife,anduseitforashortperiodoftime(lessthan30days).AnotherwaytolookintolengthofstaysistoexaminetheAnnualHomelessAssessmentReport(intheUnitedStates),whichinrecentyearshasshownabout30%ofpeoplestayaweekorless,25%stay8-30days,andabout35%stay31to180days.So,whatdoesthismean?Itmeansthatmanyshelterprovidersarefocusedononly10-20%ofallshelterusersthatarewiththemforalongerperiodoftime,andtendtoinformtheiropinionsandperspectivesaboutshelterusersbaseduponthat10-20%ratherthanthe80-90%thatgetoutquickly.Ofthosethatdostaylongerinshelter,thereisanaturaltendencytothinkthattheymustbehigheracuitywithmorepronouncedneedsandprofoundbarrierstohousing.Whilethereareabsolutelygoingtobesomepeopleinthatpositioninshelter,itwouldbeerroneoustothinkthateveryoneis,orthatpeoplewithhigheracuitycannothaveshortshelterstays.Thereisnowaytoactuallypredictwhowillstayinshelterlongerandwhowillnot.Youcanhavetwoindividualsorfamilieswithseeminglyidenticalcharacteristicsandonewillbehomelessashortperiodandtheotheralongerperiod.Infact,asMaryBethShinn’sresearchhasdemonstratedtheonlypredictive


variableweknowtobetrueisthatifahouseholdhasbeenhomelessoncetheyaremorelikelytobehomelessagain.Longershelterstays–andwewouldarguethisisespeciallytrueforvictimsof domestic violence and youth, though not exclusively so –may havemore to dowith theprograms and services and policies within a shelter or community, and less to do with thecharacteristicsoracuityofthehouseholditself.

ShouldEveryoneGetAccesstoShelter?Inaword,no.Thisisn’tbecauseofunnecessaryrestrictions,sanctionsorarbitraryrulesonthepartoftheshelterprovider.Itisbecausepeopleseekingsheltershouldbedivertedtosafeandappropriateoptionswheneverpossible.Wehavediscussed this inotherwhitepapersand inonlinevideosOrgCodehasproduced,buttorehashagain,ashelterisonlyasgoodasitsabilitytoshelteronlythosethathavenosafeandappropriatealternatives.Diversionisnotaboutsaying“no”toservice.Diversionisabouttryingtosay“yes”tohelpingapersonwiththeirserviceneedswithoutrequiringshelterentrytomeetthoseneeds.Thereareninestepstoaneffectivediversionpractice,witheachstepprogressingmoredeeplyintoresolvingthecurrenthousingcrisiswhileconcurrentlydeterminingifshelteraccesswillberequired.Forobviousoperationalreasons,itmaynotbepracticaltoworkthroughallofthestepsifyourshelteracceptsadmissionsinthemiddleofthenight.Butbyandlargethisshouldbetheapproachappliedtomosthouseholdspresentingforshelterinmostinstances.

STEPONE:ExplaintheProcessExplanationofthediversionconversation.“Ourgoalistolearnmoreaboutyourspecifichousingsituationrightnowandwhatyouneedsothattogetherwecan identifythebestpossiblewaytogetyouaplacetostaytonight and to find safe, permanent housing as quickly as possible. Thatmightmeanstayinginsheltertonight,butwewanttoavoidthatifatallpossible.Wewillworkwithyoutofindamorestablealternativeifwecan.”What isbeingestablished intheopeningscript isatransparentexplanationofwhat isabouttohappenforthepersonthat isseekingshelter,understandingthismaynotbewhattheywantedtohear.First,weareinterestedintheirhousingsituationrightnow–nottheentirehousinghistory.Second, itemphasizesthattheworkmovingforward issomething that will happen together. In other words, this is not a situation where ahouseholdcandroptheirhousingcrisisontosomeoneelse’slaptofix.Third,itfocusesonsafe,permanenthousing,whilebeingclearthatifitispossibletoavoidashelterstaytoachievethat,thendoingsowouldbemostdesirable.STEPTWO:Today’sUrgencyandUntestedOptions

Whyareyouseekingemergencysheltertoday?


Whatarealltheotherthingsyoutriedbeforeyousoughtsheltertoday?

Whatarealltheotherthingsyouhavethoughtabouttryingbuthavenotattemptedyetinordertoavoidneedingsheltertoday?

Thekeyelementofthefirstquestionisemphasisontoday.Anotherwayof lookingatthis, and even probing for more information, is why they were not seeking shelteryesterday,andwhytheyarenotheretomorrow.Inmostinstances,thediversionworkerwilllearnofaspecificconflictoreventthathasoccurredthathasbroughtthemtoaplaceof seeking services today. If it is possible to resolve the conflict or address the eventbeforeprogressinganyfurther,thatshouldbedone.Thetwootherquestionsareexploratory innature. In learningwhattheyhavealreadytried,thereisanopportunityforthediversionworkertolearnwhatworkedanddidnotwork. There is also an opportunity to not suggest things that have already beenattempted.Themoreimportantofthequestionsbywayofdivertingpeoplefromshelteristhatwhichtheyhavethoughtaboutdoingbuthavenottriedyet.Inmostinstancesthisresultsinconcreteactionsthatcanbeattemptedatthatmoment,thoughtakingthoseactionsmayrequireassistancewithaccessingaphone,counselling/briefingonwhattheyarethinkingofattempting,accessingtransportation,etc.STEPTHREE:LastNight’sSafety

Wheredidyoustaylastnight?

a. Ifstayingwithsomeoneelse,whatistherelationshipbetweenthemandyou?

b. Howlonghaveyoubeenstayingthere?c. Wheredidyoustaybeforethat?d. Woulditbesafeforyoutostaythereagainforthenext3-7days?e. (Ifacoupleand/orhouseholdwithchildrenunder18)Wouldyourwhole

householdbeabletoreturnandstaytheresafelyforthenext3-7days?f. Ifindicatethattheplacewheretheystayedisunsafe,askwhyitisunsafe.g. Ifcannotstaytheresafely,or ifwerestaying inaplaceunfit forhuman

habitation,movetoStepSix.Youaretryingtoascertainwhethertheplacetheyarecomingfromissafetoreturntowhilethehouseholdworksonamorepermanenthousingsolution.Therearediscernibledifferencesinthediversionprocesswhenthepersonseekingshelterserviceshasbeeninasafe,appropriateplaceforsometimeversusthepersonthatisbouncingaroundfromonelocationtoanotherwithoutsafetyandsecurity.STEPFOUR:StoryBehindtheStory(AtLastNight’sSafePlace)


Whatistheprimary/mainreasonthatyouhadtoleavetheplacewhereyoustayedlastnight?

Arethereadditionalreasonswhyyoucan’tstaythereanylonger?

Anotherwayof looking at this step is “what is the storybehind the story?”,which isintendedtoenrichthecontextualunderstandingforthediversionworkertofigureoutapathwayforward.STEPFIVE:WhatWoulditTaketoStay(AtLastNight’sSafePlace)

Doyouthinkthatyou/youandyourfamilycouldstaythereagaintemporarilyifweprovideyouwithsomehelporreferralstofindpermanenthousingorconnectwithotherservices?

Ifno,whynot?Whatwouldittaketobeabletostaytheretemporarily?

Thisisanentryintoprogressiveengagementwithdiversion.Insteadofgoing“allin”withasolutionorevenarangeofresources,thefundamentalquestionis“Whatwouldittaketobeabletostaytheretemporarily?”Inotherwords,thediversionworkerisaskingtheservice-seekerwhattheyfeelthesolutionwouldberatherthan,perhaps,providingmoreresourcesthanareactuallyrequiredormoreinterventionthatwhatwouldbenecessary.Importantly,thediversionworkerhastobeabletotakeactiononthetypesof“asks”theservice-seekermayhave,inordertodivertthemfromshelter.Forexample,ifthepersonidentifiesthathelpingoutwithgrocerieswouldmakeitpossibletogobacktemporarily,thediversionworkerhastohavetheimmediateabilitytosupportthat,asopposedtohavingmanylayersofapprovalorpassageoftimetoreachaccessingtheresource.STEPSIX:NewPlacetoStayTemporarily

Ifno,istheresomewhereelsewhereyou/youandyourfamilycouldstaytemporarilyifweprovideyouwithsomehelporreferralstofindpermanenthousingandaccessother supports? For example, what about other family members? Friends? Co-workers?

Whatwouldittakeforyoutobeabletostaytheretemporarily?

Again step six isprogressiveengagement inaction. Itempowers the service-seeker toidentify bothotherpeople and the resources thatwouldbenecessary to achieve theoutcome rather than having finite resource options to suggest or trying to solve theproblemfortheservice-seeker.STEPSEVEN:IdentifyingBarriersandAssistanceRequired


Whatismakingithardforyoutofindpermanenthousingforyou/youandyourfamily-orconnecttootherresourcesthatcouldhelpyoudothat?Whatdoyoufeelareyourbarriers?Whatassistancedoyoufeelyouneed?

Thefactthatthisstepcomeslaterinthediversionprocessisalsoprogressiveengagementinaction.Ratherthanleadingwithbarriersorhistoryinthediversionengagement,wearefocusedfirstonaction. It isentirely likelythatmanyofthepeopleseekingshelterservicescanbedivertedbeforeeverreachingthisstep.Ratherthantryingtoprescribeaprogramorserviceresponse,theballisputintothecourtoftheservice-seekertonamethebarriersandassistancerequired.

STEPEIGHT:CurrentResources

Whatresourcesdoyouhaverightnowthatcouldhelpyouandyourfamilyfindaplacetostaytemporarilyorfindpermanenthousing?

Theintentionofthisstepistofocusonwhattheindividualorfamilyhasratherthanwhattheydonothave,inordertoprogressfurtherintofindingasolutionthatdoesnotrelyontheserviceproviderorsystemofcaretosolelybethesolutiontotheirhousinginstability.Whileadditionalquestionscanbeaddedtoprobeforinformation,thisstepintentionallydoesnotrelyonaseriesofformsoraparticulardecision-makingmatrixinordertodictatehowtoproceed.STEPNINE:HousingPlanning

Ifadmittedtoshelterthereisstillanexpectationthatyouwillbeattemptingtosecurepermanent housing for you (and your family).What is your plan at this point forsecuringhousingifyouareadmittedtoshelter?

Ifthehouseholdhasaplaninplace,terrific.Ifnot,thereisanopportunitytoengageinsolutioncreationwithoutprovisionofaone-sizefitsallsolution.Itisbetterthat,fromthefrontdooroftheshelter,thereisafocusonhavingpeopleplantheirownexitpriortoentryratherthanhavingpeoplecomeintoserviceandthenfindthewayout.Thisalsoiscriticalforsettingupopportunitiesforself-resolutionwithinshelter.

AHousing-FocusedShelterFromTimeofEntry:NotanUnpaidHostelMorethansemantics,ashelteristryingtoresolvetheperson’shomelessnesswhilemeetingtheirbasicneeds,nottheotherwayaround.Diversion,asdiscussedabove,ensuresthatnopersonorfamilyentersashelterwithouthavingaplaninplace–evenarudimentaryone–ofhowtheyaregoingtoleaveshelter,preferablyforpermanenthousing.Relatedtothis,nopersonshouldgainentrytoshelterwithoutknowingthat


it is a housing-focused shelterwhere there is an expectation that peoplewill beworking onpermanenthousingwhileintheshelter.Anytimeapersonorfamilyusestheshelterasanunpaidhostelratherthanashelteritislikelybecausetheexpectationofhousingwasnotappropriatelycommunicatedatthefrontend,staffdidnotreinforcethehousingorientationafterpeoplewereadmittedtoshelter,or,whenpeoplewereabletousetheshelterasanunpaidhostelbutwerenotaskedtoleave.The intake conversation should stress the housing-focused importance, and these samemessagesshouldbereiteratedrepeatedlyduringtheshelterstay.Examplesofstatementstobemadeandimpresseduponthepersonorfamily:

§ Weappreciatethatyouareunderstressrightnow.Nonetheless,theshelterisnotthesolutiontoyourhomelessness.Itisasafeplacetostaywhileyouworkonasolutiontoyourhomelessness.

§ Shelterisshort-termwhileworkingonhousingoptions.Wedonotwantanyonestayinginshelterlong-termregardlessofcircumstances.

§ Workingonhousingoptionsisanexpectationofbeinggrantedshelter,andshouldyounotactivelyengageinfindinghousing,theshelterstaymayberevoked.

§ Shelteraccessdoesnotimplyorguaranteeaccesstorent-geared-to-incomehousingofanysort,regardlessoflengthofstayorcircumstances.

§ Youshouldcastthenetofahousingsearchfarandwide–fromstayingwithfamily/friendsto rooms for rent; finding a roommate to low-cost private market housing; fromborrowingmoneyfromfriendsorfamilytoaffordrenttoleveragingwhateversavingsorassetstheymayhaveforthepurposeofgettingintohousing.Thereisnomagicansweroronesolutiontohowyouwillgetoutoftheshelterandoutofhomelessness.Youneedtoexploreasmanyoptionsaspossible.

§ Staffarepresenttoassistwithansweringquestionsabouthousingandmotivatingyoutolookforhousing,butstaffarenotresponsibleforfindingyouhousing.Theymayprovidetipsandaccesstoatelephoneorcomputerorapartmentlistings.

§ Staffwillbecomemoreinvolvedinyourhousingeffortsifyouproveincapableofresolvingyourshelterstayonyourown.

§ Sheltersarenotunpaidhostelortemporaryhousing.§ Shelters are not an appropriate place towait for the housing subsidy youmaywant,

regardlessofwhetherthatisthroughaHousingAuthority.§ Theshelterwillnotautomaticallykickyououtonceyoureachacertainlengthoftimeso

longasyouareactivelypursuinghousingoptions.§ Itisexpectedthatwhenyouareinshelteryouwillspendallormostofthedaytimehours

pursuinghousingoptions.§ Staffwillcheckinwithyouregularlytounderstandyourprogressinfindinghousing,as

wellashelpyoutroubleshootbarriersyoumaybeencountering.Maintaining a housing-focus in shelter is extremely important for first time shelter users.Assumingyoucouldnotdiverttheperson,earlythefirstmorningafterthefirstnightstaytheremustbeadedicatedconversationbetweenashelterstaffandtheguestonwhattheyaredoing


that day to start operationalizing their housingplan thatwasput together in the 9th stepofdiversion.Theseintentionalconversationsshouldoccureveryday–sometimestwiceperday–forapproximatelythefirsttwoweeksinshelter.Witheachday,theconversationshouldshiftslightlyorintroduceadditionalpassiveresourcesintotheconversation.Thisisnotabouthavingthesameconversationoverandoveragainandexpectingdifferentresults.Theconversationriffson the themeof accessingpermanenthousing,but indifferentdirectionsuntil aplan comestogether that is beingput into action and sticks. Examples of themes for conversations andpassiveresourcesthatcouldbesharedwiththepersonarewheretofindapartmentsandroomsfor rent, how to impress a landlord, things to be prepared for when filling out a housingapplication,reunitingwithfamily,andfindingaroommate.Therecanbeatendencytostrayfromthehousingfocuswhenthepersonorfamilyhasothersignificant issues intheir life.Forexample,apersonmaybeunwellandseemingly inneedtoseeingadoctor.Likechewinggumandwalking,itispossibletohelpaddressimmediateneedswhilemaintainingahousingfocus.Asheltershouldneverlosesightofhousingattheexpenseofotherneedslikethehealthoftheindividual.Itoftencomesup,whenweteachothersabouthousing-focusedshelter,thatsomepeopledonotseemcognitivelycapableofengagingintheprocessofworkingonhousing.Theremaybesomelegitimacytothis,butitisnecessarythatweteasethisoutabitfurther.Becausesheltersarevoluntaryand require informedconsent tobesheltered, itbegs thequestionofwhetherthereareanyinstanceswheresheltersareservingpeoplecurrentlythatcouldnotlegallyagreetotheservice.Sheltersarenotdumpinggroundsorsystemsoflastresort.Theyaretheplaceoffirstchoiceforthosethatwantahousingsolution.Othersystemsdonotgettopawnoffpeopletheyhaveproblemswith, especially if thereare cognitive issues.Wearenot suggesting thatunwellpeoplebeautomaticallyturnedawayfromshelterif/whentherearecognitivefunctioningconcerns.Instead,wearesuggestingtheybereturnedtothesystemsofcarethataredesignedtomeettheneedsofthepopulation,orthatthosesystemsofcare–likethementalhealthcaresystem–beintegratedwiththeshelterintakeprocesswhenthereareconcernsaboutcognitivecapacity.Relatedtocognitivefunctioningissues,wealsomustfacefacts,asinconvenientastheymaybe.The truth is, almost everyonewith a seriousmental illness is housed, not homeless. Almosteveryonewithasubstanceusedisorderishoused,nothomeless.Almosteveryonewithabraininjury is housed, not homeless. Almost everyone with a developmental delay or withcompromised intelligence is housed, not homeless. Perhaps what is necessary for shelterprovidersistospendsometimebetterunderstandinghowothersintheircommunitywiththeexactsame issues locateandstayhousedandthenreplicate it rather thanassuming it isnotpossibletoservesomeonewithcompromisedcognitivefunctioning.Forallpopulationgroups,regardlessofpresentingissuesandchallenges,housingfocusedworkisoftenseenascasemanagementwhileinshelter.Itisnot.Accessinghousingandmovingonapathwaytohousingisformulaic.Itistaskdrivenforthegoalofreachinghousing.Sheltersrunthe risk of gettingdistracted into areasof substanceuse, employment, counselling, life skills


development,spiritualguidance,andthelikeiftheyopenuptheengagementprocesstoallgoalsapersonmayhave in their life.Avoidthis.Keepallengagement,especially those firstcoupleweeksapersonorfamilyisinshelterforthefirsttime,focusedexclusivelyonhousingtothebestofyourability.

CreatingOpportunitiesforSelf-ResolvinginShelterThreethingsaretrue(perhapsinconvenientlyso).Thefirsttruthisthatanalysisofshelterdataincommunityaftercommunitydemonstratesthatthemajorityofshelterusersonlyuseshelteronceintheirlifeandgenerallyforshorterperiodsoftime(twoweeksorless).ThesecondtruthisthatforalongpartofthehistoryofshelteringtherewerenotprogramslikeRapidReHousing,andpeoplebyandlargewerestillassistedandabletogetoutofshelterandintohousing.Thefinaltruthisthatanalysisofdatainyourowncommunitywoulddemonstratethetruthsfoundineveryothercommunity:ifyouareeconomicallypoor(includingonassistance),livewithamentalillnessorsubstanceusedisorder,orhavebarriers likebeingaregisteredsexoffender,havingpoorcredit,orlessthanidealtenancyhistory–youaremorelikelytobehousedthanhomeless.Youarealsomorelikelytobeintheprivatemarketwithoutanysortofsubsidy.Youarelikelytoliveinhousingthatwouldpassinspection.Youarenotverylikelytobeinasituationofover-crowding.Whileallof theseare true, theyareoftenunknownordiscounted,which interfereswith theapplicationofprogressiveengagementandsupportingpeopletoself-resolvetheirhomelessness.Weneedtolearnmoreabouthowmostpeopleareself-resolvingwithinashortperiodoftimeand frame that as normal operating procedure for all shelter users.We need to realize thatprogramslikeRapidReHousingareonetoolinourtoolbox,nottheonlytoolinthetoolbox.Weneedtostoppathologizingtheexperienceofhomelessness,orthinkingthatwecanpredictwhocangetoutquickly,andwhoisgoingtoneedalongerperiodoftimeorgreaterassistancetogetoutofhomelessness.Therewillundoubtedlybesomeshelteruserswithaplethoraofco-occurringcomplexneeds,longhistoriesoftrauma,andbothpersonalandinstitutionalrealitiesthatinterferewithquickpassageintohousing.Itiseasiest,intheseinstances,tofocusonthosewithfewerissuesortoresignoneselfthatpeoplewithsuchcircumstanceswillhavetobeinshelteruntilapermanentsupportive housing opportunity becomes available. That is demeaning and nonsense.Communitiesneedto learnwhatnon-homeless individualsandfamilieswiththesameneeds,historiesandrealitiesdotofindandstayhousedandreplicatethosestrategies.Thatmeansbootsonthegroundintelligence.Thatmeansgoingtolower-incomeneighborhoodsandspeakingwithtenantsabouthowtheyfiguredouttheirhousingneedswithoutbeinghomeless.Thatmeansseeingthestrengthsofthedozens,hundredsoreventhousandsofpeopleinyourcommunityaslocalcommunityexpertsthatcanteachyouhowtoovercometheobstaclesthatyousawinthepeopleyouaresheltering.Shouldapersonorfamilyremaininthesheltermorethanacoupleweeksitistimetoengagemoreemphaticallywithallocatedstaffresources,aspossible,toensureeachpersonorfamily


hasanIndividualizedHousingPlan.Intheseplans,thereismoreengagementwithstafftocreateaseriesofsequential,strategicstepsandcheck-insrelativetothehousingplan.ThisisalsothebesttimetocompleteanassessmentliketheVI-SPDATafterapersonhasnotbeenabletoself-resolve.Basedupon theacuityof theperson/family, the support focus shouldbecomemoreintentionalandcustomized:AcuityLevel

Moderate&High Low

SupportFocus

• Expectlongerinteractionsaboutonceperweek,withfrequentshorterengagementinbetween

• Bepreparedtoaddressclientswhorelapseinanyareasoftheirsearchforhousing,especiallythosethataredisengagingintheprocessasaresultoffrustration

• Presentnewideasforhousingfrequentlyuntilyoufindapathwaythatsticks

• Beexplicitonwhattheyareexpectedtodoontheirownandwhattheywillbeprovidedassistancewithwhilemovingtowardhousing

• Developstrategiestodealwithconflictandadversity

• Haveclientengageintheirownresearchaboutoptionsrelativetotheserviceplan

• Begintousevisualtoolsmoretoshowprogressinchanges

• Useactivelistening&motivationalinterviewing,withsomeassertiveengagementasnecessary

• Expectlongerinteractionsonceeverytwoweeksiflengthofstayexceedstwoweeks,withshorterengagementinbetween

• Beexplicitonwhattheyareexpectedtodoontheirownandwhattheywillbeprovidedassistancewithwhilemovingtowardhousing

• Motivationalinterviewingwillbekeytoevokechange

• Maintain/increaseuseofmainstreamresourcestoresolvesituation

• Reviewchallengingsituationsandbarriersandaskclienttodevelopstrategiestoovercomethese

• Expectclienttoengageintheirownhousingresearch,whenmotivatedtodoso

Tomakethiswork,staffneedtoallbehousing-focused.Historicallywemayhavethoughtofshelterstaffasdoingshelterworkandhousingstaffdoinghousingwork.Inmanyways,allshelterstaffarenowhousingstaff.Thereisstillaroleformorespecializedhousingstaff,especiallytoservethosegueststhatreachtwoormoreweeksofstayandhavehigheracuity,butothershelterstaffneedtobeabletohandlethehousingfocusedconversationswithpeopleinthefirsttwoweeksandlower-acuitysheltergueststhereafter.Thehousing-focusedworkneedstodrivetheengagementofthestaffwiththeclient,notanafterthought.

The10CriticalQuestionsEveryShelterOperatorandCommunityNeedstoAnswerInourworkhelpingtotransformspecificsheltersthroughoutNorthAmerica,weoftenleadwithanexplorationofthese10CriticalQuestionstohelpstimulatereflectionand improvement inshelterservices.


ISSHELTERAPROCESSORADESTINATION?

Whenashelteroperatesasaprocess,itseesitsfundamentalobjectiveasbeingpartoftheprocessbywhichpeoplegethousedagain.Whenashelteroperatesasadestination,itfillsupitsspacewithprogramsthat(inadvertently)prolongashelterstay.Youwillhaveahousingfocusedshelterifyoufunctionmoreasaprocessandlessasadestination.ARETHOSETHATACCESSSHELTER(FOREXAMPLE,LASTNIGHT)THOSETHATNEEDITTHEMOSTORTHOSETHATARELUCKYENOUGHTOGETIN?Homelessnesshasalongitudinalbias–thelongerormoretimesyouhavebeenhomeless,thebetteryouareatnavigatingtheserviceslikeshelterthataredesignedforpeoplethatarehomeless.Ofallthepeoplethatcanaccessshelter,giveneverycommunityhasafinitenumberofshelterbeds,itisincumbentuponthesheltersystemtoensurebedsfirstgoto those that need them the most. This may be determined by things like fragility,vulnerability,depthofneed,riskstomorbidity,and,risksfactorslikesubstanceuse.DOYOUTRYTOHEALORFIXPEOPLE?Sheltersareshelters.Theyarenotrehabcenters.Theyarenothealthcarefacilities.Theyarenotcounsellingcenters.Andyet, shelteraftershelter, it seems,hasgonetogreatlengthstoaddmoreandmoreprogramsintotheshelter.Partofthismaybeanattemptto get people “housing ready” (whatever thatmeans) but increasinglywe see this astherapeutic incarceration – holding people in shelter longer through programinvolvementinthehopesofchangingwhotheyaresothattheyarerehabilitatedasapersonandinapositiontoaccepttheresponsibilitiesofhousing.DOYOUPROVIDEASOCIALSERVICEORAREYOUEXERCISINGSOCIALCONTROL?Ouch!Oneofthemoredifficultaspectsofshelteringtohonestlyassessiswhetherthedesignof theshelterand its rulesare intendedto trulyservepeopleonapathwaytohousing or whether the shelter has created a litany of rules and practices that areultimatelydesignedtoexercisesocialcontrol.Incontrollingenvironments,thepracticesoftheshelter inessencecommunicate,“Changewhoyouaresothatwecangiveyouwhatyouneed.”Insteadofstaffbeingpresentandengagedwitheachperson,regardlessoftheirpresentingissuesorbehaviour,onapathwaytohousing,asocialcontrolshelterseesstaffultimatelyplayingmoreofapolicingrole–comingupwithreasonstonotserveapersonorbarthemfromservicesaltogether.DOESTHEBUILTFORMPROMOTEDIGNITYANDREDUCECONFLICT?ISTHEPHYSICALDESIGNTRAUMA-INFORMED?Understandably,manysheltersinoperationwereneverdesignedtobeshelters–theywereabuildingusedforadifferentpurpose(motel,house, industrialspace,etc.) that


wereconvertedintoashelter.Pragmatically,thisoftenhadtodowithprice,dealingwithNIMBY,expediencyofopening,orrelatedreasons.Theunfortunatepartisthatthedesignoftheshelterasaresultisonethatmaybedoingmoreharmtoshelterusersthanyouintended–andyoumaynotevenknowthatitwasthebuiltformthatwasdoingit!Withinthebuiltformofashelter,thefollowingareimportantconsiderations:

§ Avoidingqueueingofguestsoutsidethefrontdoorsoftheshelter,andavoidinglargeconcentrationsofpeopleseekingshelterinaholdingzonetogether;

§ Avoiding having staff behind plexi-glass partitions or other physical barriers,especiallyatintakeandwhenguestsneedtoaccessstaff;

§ Ensuring lighting is adjustable, and maintaining a softness to the lightingthroughoutthefacility;

§ Usingneutralcolorsonwallswithmattefinishes;§ Avoidingcornerswith90degrees,andinsteadfocusingonroundededges;§ Making the likes of hygiene supplies easily accessible without requiring staff

controlofsuchresources;§ Widecorridorsandhallways;§ Providingsuitablepersonalspaceperpersoninthesleepingareas;§ Allowingpeopletoaccesssafestorageoftheirbelongingswhile inshelterwith

minimalstaffintrusion.DOYOUBELIEVEHOMELESSNESSSHOULDBEINFREQUENTANDSHORTINDURATION–ANDTHATSHELTERSHAVEAROLETOPLAYINMAKINGTHATHAPPEN?Thisspeakstomission.Relatedtothisaretwonecessaryquestions:1.Whatproblemdoestheshelterproviderthinkasheltersolves?2.Whydoestheproviderdeliverthisservice?Ashelterproviderthatthinkssheltersareinstrumentaltoendinghomelessnessthrougha housing focuswill have one response to these questions. A shelter provider that isfocusedon,say,rehabilitationorevangelizationthroughministry isoften inapositionwheretheyhaveaseparateresponsetothisquestion.Anyshelterproviderthatdoesnotthinkhomelessnessshouldbeshortindurationorfailstoseetheirroleinthatprocessisunlikely to be effective in being housing focused or in contributing to endinghomelessness.DO YOU RESTRICT SERVICES ONLY IN LIMITED CIRCUMSTANCES? FOR WHATPURPOSES?Iftheintentionistoensurethatveryvulnerablepeople,perhapswithmyriadbehaviouralissues,haveaccesstosheltersothattheycanbehoused,itbegsthequestion,“Underwhichconditionswouldyourestrict,bar,trespassorsanctionsomeone?”Yes,sheltersshould be safe places where there is not considerable damage to property, theft orviolence.Butarethereanyotherreasonswhyyouwouldrestrictsomeonefromgetting


shelter?Andiftheycannotstayatyourshelter,areyousentencingthemtolifeonthestreetwheretheyareevenmorelikelytobeassaulted,victimizedordie?Thenthereisthequestionofpurposeofservicerestriction.Everyshelterproviderneedsto do some soul-searching on this one. Is the intention of removing someone fromservicespunishment?Rehabilitation?Because it iseasier forstafforvolunteers? Ifwecannothonestlyanswerthisquestioninthecontextoftheservicerestriction,thenthereislikelytobeadisconnectbetweenthedeliveryofshelterservicesandhousingfocus.ISTHEREANYGROUPOFPERSONSYOUAUTOMATICALLYDISQUALIFYFROMSERVICES?Wearenottalkingabouteligibilitycriteriahere(likeasingleadultshowingupatafamilyshelter).No,wearetalkingaboutanentiresubsetofpeoplethatwouldbedisqualifiedfromeventryingtoaccessshelter.Forexample,somesheltersbecauseoftheirset-up,populationgroupsservedorgeographycannotsheltersomeonewhoisasexoffender.Ifthesexoffendercannotbeshelteredwithinyourshelter,wherecantheygetaccesstoshelter?Iftheansweris“nowhere”thenyoursystemofshelteringcarehasautomaticallydisqualifiedanentiregroupofpeopleandsentencedthemtolifeonthestreet.To be clear, sex offenders are not the only group routinely disqualified. In somecommunities, this includesgroups likepeoplewithmobility issueswheretherearenoaccessible shelters, substance users where every shelter requires sobriety at entry,unaccompaniedyouthwhenthereisnoyouth-specificshelter,andthelike.Askyourselfwhetherthereisanygroupofpersonsthathavezeroaccesstoshelterinyourcommunity.Thenaskyourselfwhatyouaregoingtodoaboutit.Youcannotofferhousing-focusedshelterservices iftherearesomepeoplethatwouldneverhaveapathwaytohousingthroughshelter.DOYOUPROVIDEPROFESSIONALSTAFFINGWITHTHERIGHTTRAINING?Evensheltersthatrelyheavilyonvolunteersneedaprofessionalbackbonetoensureafidelitytoprofessionalstandards,ethics,andhousing-focus.Themoreashelterpracticesan approach to being housing-focused, the more important it is that there areprofessionalstaffthroughouttheshelteroperationtoensurefidelitytopractice.What are the training requirements required to deliver professional, housing-focusedsheltering?Whilenotexhaustive,someofthecorecompetenciesonewouldexpecttoseeinthestaffare:

§ Housing-focusedsheltering§ Tenantandlandlordrights§ Documentation§ Harmreduction§ Trauma-informedcare


§ Strength-basedengagement§ Objective-basedinteractions§ Housing-focusedgoalsetting§ Conflictresolution§ MotivationalInterviewing§ AssertiveEngagement§ CulturalCompetencyandSensitivity§ MentalHealthRecovery§ MentalHealthFirstAid§ PrivacyandConfidentiality§ Crisisintervention§ Firstaid§ Narcan administration and rescue engagement with those that are heavily

intoxicated§ De-escalation

DOYOUMEASUREWHATYOUDO,ANDDOYOUMAKEREFINEMENTSBASEDUPONAVAILABLEDATA?Sheltersareabusiness.Theymaybeanot-for-profitbusiness,buttheyareabusinessnonetheless. I can think of very few other businesses that do not have a set of keyperformancemetricsthattheyreviewinternallyonaroutinebasisinordertoimproveproductivity, reduce waste, enhance customer satisfaction, ensure efficiencies, andunderstand effectiveness. Shelters should be no different. And it should happeninternally,notfromwaitingforasystemadministratorwithinthecommunitytotelltheshelterhowitisperforming.IfyouwanttoimproveHMISqualityandcompleteness,thisisalsooneofthesure-firewaysofdoingit.Inanutshell,threeperformancemetricsmatterthemosttohousing-focusedsheltering:1. How long are people staying in shelter prior to moving to a permanent solution

outsideoftheshelter?(HINT:theshorterthislengthoftime,thebetter)2. Howmanypeoplewithintheshelteraremovingontopermanenthousingsolutions?

(HINT: track those served through formal programs like Permanent SupportiveHousingandRapidReHousing,aswellasthosethatself-resolve)

3. How many of the people that found a “permanent” solution out of the shelterreturnedtoshelter?(HINT:themorerobusttheservicesinfollow-upsupports,thelesslikelythisistooccur)

LowBarrierLowbarrier shelter is critical if youwant to assist themost acute, vulnerablepeople in yourcommunityaccess shelterasapathway tohousing. Lowbarrier sheltering,however, isoftenmisunderstoodasan“anythinggoes”approachtosheltering,filledwithchaosinsuchawaythatthedeliveryofservicesbecauseunmanageable.Don’tthinkoflowbarriershelterasanabsenceofrulesorexpectations.Flipthescriptandthinkoflowbarriershelterashavingjusttheright


rulesandexpectationssothatthosewiththelongesthomelesshistoriesandpotentiallymostdisruptivebehaviourcanbesafelyandwellaccommodatedwithinyourshelter.Arethereanyunnecessarybarriersthathavebeenintroducedintotheshelterenvironmentthatworksagainstthispossibility?Lowbarriershelterisaboutlivingradicalacceptance.Manyorganizationsmakeclaimstobeingtrauma-informed,non-judgmental,person-centeredandstrength-based.Thatisalwayseasiestwhenapersonorfamilyisnaturallyincompliancewithyourexpectationsofwhatthosethingsmean.Alowbarriershelterputstothetestyourabilitytotrulyengagefromaplaceofempathy,andtolivethevaluesoftrauma-informed,non-judgmental,person-centeredandstrength-basedcareinpractice.Whatsoeveryoudoforthepersonorfamilymostchallengedtoaccesssheltercurrently,themoreyoulivethesevaluesandmoveclosertobeingaslowbarrieraspossible.Todeliveralowbarriershelterwithahousing-focus,youneedtostartbyexaminingconnectivitytotheotherpartsoftheservicedeliverysystem,especiallystreetoutreachanddayservices.Ifoutreach or day center staff areworkingwith a vulnerable person thatwould like access toshelter,ensurethatdoingsoispossibleinmostinstances.Youalsowanttodecreasetheamountofduplicativedata-collectioneffortsaspossible.Better,withconsent,toallowforexchangeofinformationfromthedayserviceoroutreachstaffintheshelterintakeprocessratherthantheshelteraskingforthesameinformationthattheoutreachordayservicesstaffalreadyhaveintheirpossession.Amoresophisticatedlowbarriersheltersystemwouldevenallowtheoutreachordayservicesstafftoenrollthepersonintoshelterserviceswithouttheshelterhavingtomeetwithorscreenthepersonfirst.Lowbarriershelteringrequiresacarefulexaminationofadmissionandintakerequirements.Isitpossiblefortheintakeandadmissionsstafftogointothecommunitytomeetwithpeoplewhennecessary?(Ifyouarenotgoingtoletoutreachordayservicesstafftoenrollinshelterdirectly.)If the intake and admission occurs at the shelter, can you give people the option betweenmeetinginaprivate(usuallyclosed-doorspace)oramoreopen-conceptspace(whereyoustillmay find a private corner, but they are not behind a closed door)? Can you reduce theinformationrequirementsneededatintakeandadmissiontothebareminimumofwhatitwouldtakeforthepersontogetaccesstoabed,ratherthanusingtheintakeandadmissionprocessasan interrogation of their entire homelessness and housing history? Finally, the intake andadmission process should be as unobtrusive as possible regarding the person and theirpossessions.Ratherthanhavingstaffgothroughtheperson’sbelongings,makingthememptyalloftheirpockets,andevengothroughthelikesofsecurityscreeningandmetaldetectors,lowbarrier shelters can try to forego these by offering amnesty totes for people to safely storeanythingintheirpossession(drugs,pornography,importantdocuments,clothing,bottle,money,etc.) with an expectation that they do not bring weapons into the facility or engage in anycommercialenterprise(includingdealing)whileinthefacility.Amnestytotesaresecure,andthepersoncanonlyaccesstheirtoteandentryandexit.Staffdonotinspectthecontentsofthetote.Lowbarriershelterbenefitsfromlowerstafftoclientratios,withhighlyqualifiedtrainedstaff.Inmanycommunitiesandtheirshelters,theroleoffrontlinestaffisoftenentryleveland/orlow


paidinthehomelessservicesystem.Toprovidelowbarrier,housing-focusedshelteringservicesthisneedsare-think.Weneedtoseesomeofthemostseasoned,experiencedexpertsinthefieldworkingthefrontlinewithintheshelterandcomplimentedwithothermorejuniorstaffthatallsharethepassiontoseeveryvulnerablepeopleaccessbothshelterandhousing. Itcanbehelpfultomovefromthe“101”trainingsonthelikesofconflictresolution,harmreductionandmentalhealthrecovery,tomorein-depthspecializedtrainingwithinasheltersetting.It can be helpful to think of low barrier shelter as putting the Housing First philosophy intopracticeinsheltering.Inthesamewaythatwewouldnotseesomeoneas“HousingReady”inHousingFirst,weneedtoavoidseeingsomeoneas“ShelterReady” forhousing-focused, lowbarrier sheltering.At itsmost rudimentary level, lowbarrier shelter shouldprovideaccess toshelterwithout:requiringpeopleare incompliancewithtreatmentormedication;mandatingthatpeoplearesober;makingpeoplehaveanincomeorpayprogramfees;expectingthatpeoplewillbeniceorengageinarbitrarysocialnorms.While not required in all instances, a low barrier shelter can be enhanced by makingimprovementstothebuiltform.Oneexample,ishavingsmallerdormitorieswithveryintentionalmatchingofwhosharestheroom.Anotherexampleisprovidingtheamnestytoteaspreviouslydiscussed,aswellasotherlockedstorage.Bicycleracksandshoppingcartparkingcanalsobebeneficial. Removing arbitrary barriers like plexi-glass windows and having a more openenvironmentcanalsobeadvantageous.Inlowbarriershelter,youwanttoensurestaffarevisibleandproximate.Inlowbarriershelteritis helpful to have staff journey throughout the space rather thanwaiting behind a desk andwaitingforprogramparticipantstocometothem.Itisalsohelpfulthatstaffarevisiblebywayoftheiruniformorotheraccoutrement(vest,hat,etc.)sothatshelterguestscaneasilyidentifywhothestaffareonshiftatanypointintime.Surveyshaveshownthatoneofthemainreasonsomepeopledonotaccessshelterisbecausetheycannotbringtheirpetintotheshelter.Tobeclear,wearenottalkingaboutserviceanimalsherewhichwouldbelegallyallowedanyway.Wearetalkingaboutanimalsthatarenotserviceanimals. A lowbarrier shelter tries to resolve this issue by examiningways that pets can bepermittedwithintheshelterenvironment.Thisexistsalongacontinuumfrombedsidecratestodesignatedkennellingareas; fromon-sitecare tooff-siteboarding; fromallowingall typesofanimals that are pets (lizards, pigs, snakes, ferrets, rats, spiders, etc.) to a more restrictiveapproachtoonlyallowsdogsandcats.Ashelterlookingtomoveinthisdirectiondoesnothavetobeanexpert inanimalcare.Manysheltershavebeenabletobecomelowerbarrier inthisregardwith thehelpofanimal rescueorganizationsand their local SPCAorHumaneSociety,oftenatlittleornocosttotheshelter.A common misconception about low barrier shelters is that they are dirty flophouses – ordeteriorate quickly into one if the shelter makes the shift to low barrier. Maintenance andcleanliness are paramount to a high-functioning, accessible, low barrier shelter. It is notuncommontoseeincreasedinvestmentinjanitorialservicesandpestcontroltoensurethatthe


reasonapersonisnotenteringshelterisfearofbugs(especiallybedbugs),poorfunctioningordirtytoilets,orworriesaboutfurnishingsandbedding.Lowbarrierdoesnotmeanlowstandardsofbuildingcare.

WhatPrograms&ActivitiesOtherthanHousingDoWeNeedinShelter?Iftheprogramisdirectlyhousing-focuseditislikelyagoodprogramtohaveintheshelter.Ifitisnotdirectlyhousing-focused,thenyouruntheriskofcommittingthemostheinousofalloffencesin shelterdelivery– therapeutic incarceration.So,whatdoes itmean tobedirectlyhousing-focused?Adirectlyhousing-focusedprogram,firstly,areone-offsessionsinsteadofmulti-sessiontrainingsthatcantakeseveraldaysorweekstofinish.Theone-offsessionsmakeitpossibleforthepersontoleavetheshelterimmediatelyforshelterratherthanfeelingtheyneedtogothroughcertainmodulesorcoursestobecome“housingready”.Adirectlyhousing-focusedprogramneverhasa“graduation”toit.Theyareseminarbasedasopposedtoclassroomorcurriculumbased.Forexample,youmayofferaone-hourseminaronsomethinglike,“HowtoBudgetforYourHousing”.Thatwouldbequitedifferentthanafour-week,once-per-weekcourseonbudgeting.Therewillbea temptation todeliver the likesof life skills training, thinking itwillbeagoodpreparatorytrainingforwhenthehouseholdmovesoutoftheshelter.Avoidthistemptation.Thereisnothingreallytransferable.Yes,therewillbesomepeoplethatneedassistancewithlifeskills.Thiswillbebestdeliveredinthenaturalsettingofwherethepersonislivingpost-shelter.Therewillalsobeatemptationtodeliveremploymentreadinessprogramsorimmediate,menialdaylabour.Avoidthesetemptationsaswell.Ifyouaregoingtodeliveranemploymentrelatedprogram,gotherouteofsupportedemploymentwithimmediateemploymentaccess.Asyougoabout delivering the supported employment, ensure that the access to employment is notinterferingwithhousingsearchandaccessactivities.Ifitis,movethisfunctionlaterintheprocesstooncethepersonorfamilygetshoused.Many shelters organize socio-recreational activities on a somewhat regular basis for shelterguests.This ranges fromexcursions likecamping today trips to themall;bingonight tocardtournaments;movienightstogrillingfoodintheparkinglot.Thequestiontheorganizersneedtoaskthemselvesis,“Howdoesthisactivitymovepeopleclosertohousing?”Ifitdoes,great.Ifitdoesnot,thenitrequiresare-think.Forexample,bingonightonitsownhaslittletonoutilityinmovingpeopletowardshousing.However,ifthebingogamestartedwitha10-minutespielabouthousingsearch,thatcouldbeadvantageous.(OronebingojackpotIheardofthisyear–freerentforayear–hadpeoplelininguptoplay.)Thesheltershouldavoidpassivespacesandactivitiesliketelevisionwatchingduringthedayorallowingpeople access to their bedduring theday (unless they are ill orworkedovernight).Congregatespacesshouldbeorientedtowardshousing–bulletinboardswithexclusivelyhousing


informationand tipsonsecuringhousing.Staff shouldseizedaytimeopportunities toengagewithclientsabouttheirhousingsearchandbeencouragingthemtogetoutofthesheltertofocusonhousingacquisition.

RolesofShelterStaffInahousing-focusedshelter,nostaffpositionismoreimpactedthanovernightstaff.Historicallythese may have been seen as custodians of the facility and maintaining safety throughobservation overnight. In a housing-focused shelter, overnight staff become critical to thehousingmission.First,theyshouldbecuratingalloftheonlinelistingsonrentalhousingtheycanfindwithinacertainradiuseverysinglenight.Thisway,whenshelterguestsawaketheydonotneedtogetonlinethemselvestolookforhousing–alloftheavailablelistingsareprintedandready. Second, they should update housing bulletin boards throughout the facility. The onlymaterials that shouldbeposted throughout the facility,with theexceptionof fire safetyandrules/expectations, shouldbe related to thehousingacquisitionprocess.Themore theseareupdatedandkeptvisuallyappealing,themoreengagementtherewillbewiththematerialsintheprocessofmovingtowardshousing.Third,theovernightstaffareresponsibleforidentifyinggueststhatthedaytimestaffneedtobeengagedwithintheintentionalhousingconversationwhentheycomeonshift.Morning/daytime staff are instrumental in having the intentional housing conversation withthoseintheshelterforthefirsttwoweeks.Theyarecriticaltoadministeringpassivehousingsearchmaterialstothosethathavebeeninthesheltertwoweeksorless.Equallyimportant,itisdaytimestaff that create the IndividualizedHousingPlanwith those thathaveexceeded twoweeks in shelter and are receivingmore staff attention to operationalize their housing plan.Daytimestaffshouldalsocirculatethroughoutthefacilityandengagewithanyofthosethathavestayed in shelter, using motivational interviewing and opportunity, to engage in housingconversations.Itisduringthedaytimethatitalsomakesthemostsensetosupplementshelterstaffwithmoreintensivehousing support staff.These staffmayormaynotbepartofaRapidReHousingorPermanentSupportiveHousingprogram.Thesestaffplayacriticalroleinconnectinglonger-termsheltergueststoCoordinatedEntry.ThesestaffalsoplayacriticalroleingettingthosesheltergueststhatareeligibleforRapidReHousingorPermanentSupportiveHousingdocumentreadysothattheyareimminentlyhouse-ableshouldavacancybecomeavailableinahousingprograminthecommunity.When the community is highly focusedondiversion (as they shouldbe) and thediversion isdeliveredattheshelterlevelratherthanacoordinatedshelterentrylevel,itisbestthatthesestaffbeavailablefromapproximatelynoonuntil8pm,sevendaysperweek.Withthisdedicatedposition, daytime staff are not consumed with trying to do diversion while also trying toundertakealloftheothertaskswithinthefacilityrelatedtohousing.Thesediversionstaffmayalsobecalledupontomanagethenewintakeandadmissionsprocessfornewshelterguests.


Afternoon/evening staff are best equipped to have brief conversations following up on thehousingsearchprocessthatoccurredduringtheday,especiallythosethathavebeeninshelterlessthantwoweeksandthosewithtasksinanIndividualizedHousingPlan.Afternoon/eveningstaffarealsowellpositionedtoundertake theVI-SPDATthathavestayed formore than twoweeks,andthefullSPDATastimeallows.TheeveningstaffcanalsostartthecreationoftheIndividualizedHousingPlanforanyguestthathasstayedbeyondthetwo-weekthreshold.Insomecommunities,securitystafforpolicearebroughton-siteineffortstoimprovesafety.Webelievethisisamistake,especiallyinalow-barrier,housing-focusedshelter.Insteadof“policing”shelterguests,webelievethatbeingproximatewithwell-trainedshelterstaffimprovessafetymorethandedicatedstaffrolesthataresupposedtobeinchargeofsafety.Webelievethatallstaffshouldbetrainedinde-escalation,crisisintervention,andconflictresolution.Inveryraresituationswouldapoliceresponseneedtobemobilizedtointerveneinaparticularcircumstance.When administrative,managerial and executive positions are located within the shelter, webelieveitisamistaketohivetheseoffintoaseparatebuilding,floor,orsecuritycontrolledwingof the building. Daytime and evening staffwill have the opportunity to bemore engaged inhousingrelatedactivitiesiftherearemoreeyesonthegeneralactivitiesandgoingsonwithintheshelter.Furthermore,itincreasesperceptionsofsafetyandsecurityifguestsknowthattherearemorestaffon-site.Thereisafurtherbenefit,wherethesestaffthatdonothavedirectserviceresponsibilitiesstayanchoredinthedaytodayrealityoftheshelteroperationandseefirst-handwhatthefrontlinestaffareworkingthrougheachandeveryday.Otherpositionswithinsheltersmaynotseemtohaveanobviousconnectiontohousing,buttheycan and they should. Take, for example, janitorial or custodial staff. They can, in passing,providinganencouragingwordrelatedtohousingsearch.Ordietarystaff,forexample,canaskhowthehousingsearchiscomingalongwhilesomeoneisaccessingfood.Unrelentinghousingmessagingfromallstaffwithintheshelterarekeytosuccess.Housingisnottheresponsibilityofoneshiftoronedepartmentoroneperson.Maintainingahousingfocusistheresponsibilityofallstaff.

MessagingMattersMaintainingahousing-focusisenhancedthroughmessagingofsuchthroughouteveryencounterandcornerofthebuilding.Likeanyotherbusiness,thesheltermessageoffocusingonhousingshouldbediversebutunrelentingintryingtoreachitscustomer.Itmustalsobeconsistentindelivery,unapologeticallyfocusedonhousing.Themessagingstartswithdiversion,andwherenecessary,theadmissionsandintakeprocess.Inwords and writing, it must be communicated that it is a housing-focused shelter withexpectationsthattheperson/familyisworkingonhousingwhileintheshelter.Thismessagingcanbeenhancedthroughpostersorwalldisplaysthatexhibitdataliketheaveragelengthoftimeittakesforapersontoexittheshelterforhousing,howmanypeoplehaveaccessedhousingfromtheshelteryeartodate,howmanypeopleaccessedhousingfromtheshelterlastyear,etc.


Whenwedoshelterevaluationorredesigntobecomeahousing-focusedshelter,oneofthefirstthingswedoisawalkthroughthefacility.Welooktoseewhatispostedondoorways,walls,bulletinboardsandthelike.Whatwearelookingforisconsistentmessagingrelatedtohousing,offeredindifferentways.Whatwelooktoavoidisthe“noise”thatgetsthemessagingconfusedordetractsfromthecorebusinessofhavingpeoplemovetowardshousing.Forexample,thereis little tonoutility to ahousing-focused shelter advertising spaghetti dinners, flu shots, daylabour,AAmeetings,prayergroups,movienights,etc.unlessthereisadirecttieintoahousingrelatedactivity.Ifpeoplehitmilestonesintheirshelterstay,suchasreachingthe15thdayinshelteror30thdayinshelteror thethree-monthmark inshelter (tonamea few), theremustalsobeconsistentmessaging.Themessaging,while focusedonhousing,changesaspeople’sstay increases.Weneed the messaging to be relentless as it relates to housing. If you avoid the messaging,complacencysetsinandthehousing-focusislost.Messagingalsomatterstoexternalpartners.Ifyoudonotdefinewhatyourshelterisandwhatit does, others will define it for you. If you do not proclaim loud and proud that you are aprofessionalservicefocusedonhelpingpeoplegetoutofhomelessnessasquicklyaspossiblethenlooktothelikesofhospitalsandcorrectionsandpolicetodischargeordroppeopleofftoyou,whenthose individualsor familiesmaynotwant toworkonhousingorbe inapositionhealthwisewheretheycanworkonhousingcurrently.Ifyoudonotdefineyourselfashousing-focused,looktosomepeoplethatexperiencehomelessnessinyourcommunitytowanttouseyourshelterasdefactohousing.Ifyoudonotdefinewhatyoudoashousingfocused,looktowell-intentionedcharitablegroups,faithgroups,serviceclubs,studentgroups,andsuchtowantto host charitable events for your shelter guests like Thanksgiving Dinner or Toy Drives atChristmas.Turkeysandtoysdonotendhomelessness.Somemessagingisalsoimplicit,whichiswhyaconsciouslookatsomethingsthatmaybetakenforgrantedarenecessary.Forexample,yourfoodservicesshouldresemblewhatapersonwhoislivinginpovertywouldbeabletoaffordandcreateontheirownoncetheyleavetheshelter.Food in the shelter shouldnotbebetter thanwhat apersonwill havewhen theyarenot inshelter.Furnishingsshouldbesturdyandmodest,notbetterthanwhatpeoplewillhavewhentheymoveout.ThecablepackageontheTV,ifthereisone,shouldbethemostbasicofpackagesresemblingthechannelssomeonewillgetiftheyareluckyenoughtohaveaTVandbeabletoaffordcablewhentheygetout.Infamilyshelters,thetoys,selectionofbooks,gamingsystem,etc.shouldresemblewhatthefamilywillhaveaccesstowhentheyleaveshelter,notbebetterthanwhattheywillhaveoncetheyleave.Inadvertently,thisimplicitmessagingcanincentivizeshelterstaystobelongerunlessyoutakeacriticallookathowthesetypesofamenitiesmaybeworkingagainstyourstatedobjectivesofbeinghousing-focused.

RulesandExpectationsThepurposeofrulesandexpectations issupposedtopromotesafetyandencouragehousingacquisition in as short aperiod aspossible. If you look at your existing rulesor expectations


throughthat lens is thereanythingyouwouldchange?Doyour rulesorexpectationshelporhindersomeonewhoisreallyvulnerablefromenteringyourshelterorbeingabletostayinyourshelter while they work on housing? Are your rules and expectations succinct and easilyunderstood?Doyourrules/expectationsexplicitlystateyourhousing-focus?Rulesareenforced.Expectationsaresocialized. It isourcontentionthat inahousing-focusedshelter–especiallyifyouaretryingtoreachveryvulnerablepeoplewithmultipleco-occurringissuesandperhapsdisruptivebehaviours–thatexpectationsarethebetterwaytogoinhousing-focusedshelters.Wehaveyettoseeashelterthatcannotdistillwhatusedtobepagesofrulesinto10orfewerexpectations.Whensomeonedoesnotmeettheexpectation,staffworkwiththepersontohelpthemmeettheexpectationratherthancreatingapowerdynamicorconflictforviolatingarule(fromwarningsthroughtodismissalfromshelter).The most important expectation of them all? That people are expected to be working onachievinga solution to theirhomelessnessasquicklyaspossible.Theentireoperationof theshelterisgearedtowardshelpingasmanypeopleaspossiblerealizethatexpectation.

TheServiceOrientationforHousing-FocusedShelteringLotscanbewrittenaboutserviceorientationinhomelessservicesgenerallyandhousing-focusedsheltering specifically. We are focusing on a handful of the critical elements that are non-negotiableifyouwanttobeahighperforminghousing-focusedshelter.

STRENGTH-BASEDOnanindividualizedbasis,youwillneedtofindthepersonalstrengthsandresilienciesthateachpersoncomeswithandempowerthemtoexercisethosetothefullestpotential.For first time shelter users, people need to be empowered to solve their ownhomelessnessusingtheskills,resources,andexperiencestheyhaveattheirdisposal.Forthose that stay beyond two weeks in shelter, you will need to dig deeper throughengagement with the person to find their motivation to change and leverage thatmotivationasastrengthinthepursuitofhousing.Thelongerapersonstaysinshelter,orthemorebehaviouralissuesapersonexhibits,themoreinclinedyouwillbe–evensubconsciously–toseedeficitsratherthanstrengths.Ifyou live your empathy intentionally every single day…if you work diligently anddeliberately to put yourself into the other person’s shoes…if you see the work as arelationshipbetweenequalsratherthanarelationshipbetweenhealerandwounded–youwillbemore inclinedto findstrengths thatmaynothaveseemedobviousat firstblush. For example, stubbornness can become proof of discernment; avoidance ofengagement can be positioned as resiliency in maintaining independence; beingargumentativecanbeviewedasacommitmenttopersonalintegrity.Every person you serve has strengths.Unleashing and harnessing those improves thelikelihoodofthepersonstayingonahousing-focusedpathway.


TRAUMA-INFORMED

Oftentouted,rarelypracticed(well),ashelterthatishousing-focusedisbyvirtuemoretrauma-informedthanashelterthatisnothousing-focused.Atrauma-informed,housing-focusedshelter:

§ Istransparentthattheyarehousing-focusedandbuildstrustwithgueststhroughthistransparency;

§ Engagesinthehousingresolutionprocesswithguestsratherthandoingthingsforthemortothemasitrelatestohousing;

§ Establishesclearexpectationsandconsistentlyreinforcesthoseexpectationsonadailybasisastheyrelatetohousing;

§ Transparently establishes an agenda for each housing-focused conversation,outlining the purpose for the engagement, what will be covered in theengagement,andwhythehousingprocessissoimportanttothepersonandtheshelter;

§ Appreciatesandembracesthattherearehistorical,culturalandgenderimpactsonhousingsearchandacquisition;

§ Createsasafeenvironmentemotionallyandphysicallythroughbeingengagedandproximateratherthanstand-offishorpassivewhenitcomestohousing;

§ Empowers people to make decisions related to their housing search andacquisition;

§ Acknowledgesthattheyaremorelikelytobeworkingwithillpeoplewhosehealthismostlikelytoimproveiftheyhaverapidaccesstohousing;

§ Appreciatesthatproblematicsubstanceuseisoftenadirectresponsetotrauma,andassuch,doesnottreatitasamoralfailingorlackofwillpower,simplypartofwhothepersonis,andthatsuchapersoncanaccesshousingwithoutcessationorabstinence;

§ Knowsthatguestswillengageinself-harmingbehaviour,whichcanincludedoingornotdoingthingsagainsttheirownself-interestsuchasmissingappointmentsorviewingsofapartments,andcontinuestoworkwithpeopletoachievesuccessratherthanpunishingpeopleforthisbehaviour;

§ Breaks the cycle of “normalcy” that comeswith prolonged homelessness, andrespects that people have built community amongst others with similarexperiences;

§ Understands that thosewithwhom theyareengagedmaynothaveapositiveassessmentorvalueforthefuture,andtherefore,usesarangeofskillsandtoolstohelppeoplehaveafutureorientationthatincludeshousing.

HARMREDUCINGHousing-focusedsheltersneedtoorientthemselvestowardsworkingwithindividualsandfamilymembersthatmaybeengagedinhigher-risk,exploitive,and/orharmfulactivities.Inparticular,thesheltermustmaintainahousing-focuswhileworkingwithpeoplethatmayusesubstances,engageinsexwork,and/or,livewithaseriousmentalillnessbutdonotconnectwiththementalhealthsystemand/ortakemedicationseitherbychoiceor


lackofaccess.Thefundamentalprinciplethatunderlinesthisengagementisthathousingitselfisharmreductioninaction,andthatpeoplearemorelikelytoreduceorceasetheirinvolvementinharmfulactivitiesiftheyhavethesafetyandstabilityofhousing.Asitrelatestosubstanceuse,ahousing-focusedshelter:

§ Reinforces strategies that other people that use substances that are housedemploytostayhousedanduse;

§ Doesnotrestrictaccesstoservicesbecausesomeoneisintoxicated;§ Providessafestorageforalcoholandothersubstances,aswellastheirrigorother

paraphernalia,attimeofshelterentry(acceptingthatpeoplecannotaccessthesewhileintheshelter);

§ Providesdirectaccesstoharmreductionsuppliesandsafedisposalforthelikesofsharps;

§ Engagesinhousing-focusedconversationsatdifferenttimesofdaydependingonwhenthepersonismostlucidandfocused;

§ Explicitlyindicatesthatthepersoniswelcomeattheshelteranddoesnotneedtoaltertheirsubstanceuseasaconditionoffocusingonhousingaccess;

§ Istrainedonhowtomonitorforoverdose,andrespondsaccordingly;§ Reconfigures sleeping spaces as necessary to accommodate safety needs of

intoxicatedguests.

Asitrelatestosexwork,ahousing-focusedshelter:§ Avoidsmoralizingtheparticipationintheactivity;§ Issensitivetoco-occurringelementslikesubstanceuse,whichispossible;§ Reinforcesstrategiesthatotherpeoplethatdosexworkthatarehousedemploy

tostayhousedandremaininvolvedinsexwork;§ Alterscurfewrequirementstoseesexworkthroughthesamelensasanyother

shelterguestthatmayhaveajobthatkeepsthemoutpastcurfew;§ Providesdirectaccesstoharmreductionsuppliesandsafedisposalforthelikesof

usedcondoms;§ Providesdiscretesafestorageformoney,clothing,toys,condoms,lube,orother

equipmentthatmaybeusedinthedeliveryofsexwork;§ Explicitlyindicatesthatthepersoniswelcomeattheshelteranddoesnotneedto

altertheirsexworkasaconditionoffocusingonhousingaccess;§ Considersaccesstosleepingquarterslaterintheeveningnightandalaterwake-

uptime;§ Engagesinhousingconversationsatdifferenttimesofthedaythanothershelter

users,baseduponwhentheyriseandwhentheygotowork.

As it relates to engaging peoplewith seriousmental illness not connected tomentalhealthsupportsormedications,ahousing-focusedshelter:

§ EnsuresstaffaretrainedinMentalHealthFirstAidandMentalHealthRecovery;§ Buildsconnectionswithpeersandcommunityadvocates;


§ Explicitly acknowledges and supports a person’s decision to not engage withservices,solongastheyarenotaharmtothemselvesorothers;

§ Iswelleducatedinsymptomsandengagementstrategiesforpeoplelivingwithschizophrenia, bipolar disorder, and major depression – three of the mostcommonlyexperiencedmentalillnessesinhomelesspopulations;

§ Engageinhousing-focusedconversationsattimesofthedayordaysofthemonthwherethepersonmaybemorefocusedorlucid;

§ Explicitlyindicatesthatthepersoniswelcomeattheshelteranddoesnotneedtobeengagedinmentalhealthservicesand/ortakemedicationsasaconditionoffocusingonhousingaccess;

§ Considersalternatesleepingareasortimesforsleepingiftheperson’ssleepcycledoesnotalign toothersor if their symptomscause conflictwithothers in theshelter;

§ Applies a person-centered approach to engagement and task completion as itrelatestohousing;

§ Asnecessary,resourcesthepersondifferentlywithstaffingtobemoreinvolvedinsettingupappointments,goingtoviewings,navigatingtheapplicationprocess,etc.

PROXIMATEStaff should be highly visible and present throughout the shelter. Housing-focusedconversations should happen in the most natural setting for the shelter guest.Engagement should be a combination of appointments and impromptu conversationsbaseduponcircumstanceandopportunity.Ahousing-focusedshelterdoesnotwanttohave staff hidden away in offices or separated away from the people they have theprivilegeofserving.

CONFLICTREDUCINGAllstaffthatworkinahousing-focusedshelterthatislowbarriermustknowhowtode-escalatepotentiallyvolatilesituations,pre-emptivelyreducethelikelihoodofconflictbybeingproximate,andknowhowtohelpguestsworkthroughconflictwithoutviolenceorescalationthatmayresultinbeingaskedtovacatetheshelter.Ahousing-focusedshelterthatpracticesconflictreduction:

§ Remainstransparentaboutthehousingexpectationsofsheltering;§ Appreciatesthatcircumstanceandstress,aswellasthelikesofexistingtrauma,

canimpacttheemotionalresponseandreactionsofguestsanddoesnotpunishguestsforhavingthoseresponsesandreactions;

§ Viewshousingasapathwaytoconflictreduction,asastrategyofremovingpeoplefromsituationsthatwouldotherwisebeconflictinducing.


ConclusionHousing-focused sheltering does not happen by accident. Through a deliberate process ofbecominglower-barrier,repositioningexpectations,andlookingatstaffrolesdifferently,youcanincreasethelikelihoodofpeopleself-resolvingtheirhomelessness,andputtingyourtimeandefforts towards those individuals and families that will need you the most to resolve theirhomelessness.Alongtheway,youwillneedtoexaminethetrainingforyourstaff,whyandforwhatpurposeyoutakeshelterservicesawayfromsomeone,therulesorexpectationsyouputintoplace,andwhetherornotyourshelterisoperatingwiththebestpossibleserviceorientation.Butifyoudoallofthesethings,expectlengthsofstaytodecreaseandhousingacquisitiontoincrease–andinmanyinstancesthisisachievedbyusingexistingresourcesdifferentlyratherthanaddingatonofnewpositionsorrequiringmorefunding.

housing focused sheltering: thoughts from orgcode · housing focused sheltering: thoughts from...

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