The Norfolk Hotline and the The Norfolk Hotline and the Homeless Action Response Homeless Action Response

Team (HART)Team (HART)

Presentation by Jill BakerPresentation by Jill BakerNorfolk Department of Human Norfolk Department of Human

ServicesServices

Presentation OverviewPresentation Overview

Background on the HART TeamBackground on the HART Team Review of achievements to dateReview of achievements to date Discussion of Norfolk Hotline (how it is Discussion of Norfolk Hotline (how it is

different, what we expect to be the different, what we expect to be the outcomes)outcomes)

Background on the HART TeamBackground on the HART Team

HART was established in 2004 as an initiative of HART was established in 2004 as an initiative of the Norfolk Department of Human Services.the Norfolk Department of Human Services.

HART is a cross functional team of Benefits HART is a cross functional team of Benefits (Food Stamps, Medicaid, etc.) and Child Welfare (Food Stamps, Medicaid, etc.) and Child Welfare employees (Social Workers) whose mission is employees (Social Workers) whose mission is to develop processes, collaborations, and to develop processes, collaborations, and strategies to end homelessness in the City of strategies to end homelessness in the City of Norfolk.  Norfolk. 

As of January 16, 2007, this team serves as a As of January 16, 2007, this team serves as a single point of contact for all homeless families single point of contact for all homeless families seeking services in Norfolk.seeking services in Norfolk.

Systems IntegrationSystems Integration

Referrals are accepted from all program Referrals are accepted from all program areas within Norfolk’s Child and Family areas within Norfolk’s Child and Family Services (CPS, Foster Care, Adoptions, Services (CPS, Foster Care, Adoptions, and Family Preservation)and Family Preservation)

Work in collaboration with all the child Work in collaboration with all the child welfare program areas.welfare program areas.

Have developed a Memorandum of Have developed a Memorandum of Understanding with our community Understanding with our community partners/shelters.partners/shelters.

HART Achievements to DateHART Achievements to Date HART provided services to 1275 single adults and HART provided services to 1275 single adults and

7099 families during calendar year 2006 (Total of 7099 families during calendar year 2006 (Total of 8374).8374).

So far in FY07 (July – December 2006), 1003 single So far in FY07 (July – December 2006), 1003 single adults and 4132 families have been served (total of adults and 4132 families have been served (total of 5135).5135).

HOW MANY REMAIN HOUSED? Rapid Exit HOW MANY REMAIN HOUSED? Rapid Exit participants are at 88% for housing retention (at 3 participants are at 88% for housing retention (at 3 months) and less than 5% have utilized shelter since months) and less than 5% have utilized shelter since receiving services.receiving services.

While homelessness prevention and rapid re-While homelessness prevention and rapid re-housing of homeless individuals and families is our housing of homeless individuals and families is our most utilized service….. most utilized service…..

HART is not just a rental assistance program.HART is not just a rental assistance program.

GOALS FOR HARTGOALS FOR HART

To empower individuals to become self-sufficient To empower individuals to become self-sufficient by focusing on strengthening families and by focusing on strengthening families and connecting them to community resources to connecting them to community resources to assist them.assist them.

To provide housing, budgeting services, job To provide housing, budgeting services, job training, benefits, legal services, substance training, benefits, legal services, substance abuse and mental health services.abuse and mental health services.

To provide in-home services and case To provide in-home services and case management to those families needing more management to those families needing more intensive services. intensive services.

Centralized IntakeCentralized Intake

Recent Memorandum of Agreement between Recent Memorandum of Agreement between NDHS and several of our community partners NDHS and several of our community partners including three shelters, a DV shelter, and including three shelters, a DV shelter, and several agencies providing intensive in-home several agencies providing intensive in-home services to families.services to families.

Establishes a centralized intake (known as the Establishes a centralized intake (known as the Norfolk Hotline) for homeless families that will Norfolk Hotline) for homeless families that will rapidly move families from homelessness into rapidly move families from homelessness into permanent housing.permanent housing.

Benefits for NDHSBenefits for NDHS

Reduce the number of homeless families Reduce the number of homeless families being placed in hotelsbeing placed in hotels

Decrease the number of turn-aways from Decrease the number of turn-aways from homeless family sheltershomeless family shelters

Ensure homeless families in Norfolk are Ensure homeless families in Norfolk are rapidly re-housed in permanent housing, rapidly re-housed in permanent housing, thereby improving child well-being.thereby improving child well-being.

Benefits for Norfolk Community Benefits for Norfolk Community Homeless Consortium MembersHomeless Consortium Members

Shorten the length of shelter stays for homeless Shorten the length of shelter stays for homeless families served;families served;

Increase the number of families served by the Increase the number of families served by the agency annually;agency annually;

Improve performance outcomes as more Improve performance outcomes as more families exit to permanent housing; andfamilies exit to permanent housing; and

Decrease the administrative burden of the intake Decrease the administrative burden of the intake process while improving the information process while improving the information available on the housing and service needs of available on the housing and service needs of families served.families served.

Benefits to Norfolk’s CitizensBenefits to Norfolk’s Citizens

Development of a system that will improve Development of a system that will improve access to services for homeless families in access to services for homeless families in Norfolk;Norfolk;

Improve data collection and Improve data collection and communication among participating communication among participating entities;entities;

Improve the performance and coordination Improve the performance and coordination of the continuum of care for homeless of the continuum of care for homeless families.families.

Estimated Client FlowEstimated Client Flow

Based on projections, we expect 700+ families Based on projections, we expect 700+ families per month to participate in Hotline services per month to participate in Hotline services (5400 per year with some duplication). (5400 per year with some duplication).

Of those, 500+ will receive counseling only, 12 Of those, 500+ will receive counseling only, 12 will be placed in shelter, and 170 will receive will be placed in shelter, and 170 will receive permanent housing assistance.permanent housing assistance.

Approximately 75 families/month will be Approximately 75 families/month will be identified as needing intensive services.identified as needing intensive services.

How Needs are AssessedHow Needs are Assessed

HART utilizes a standardized tool known HART utilizes a standardized tool known as Structured Decision-Making.as Structured Decision-Making.

What it does: Identifies and structures What it does: Identifies and structures critical decision points; Increases critical decision points; Increases consistency in decision making; Increases consistency in decision making; Increases accuracy of decision making; targets accuracy of decision making; targets resources to families most at riskresources to families most at risk

Risk assessment tool combines structure, Risk assessment tool combines structure, research and clinical judgement.research and clinical judgement.

HART ExpendituresHART ExpendituresFY07FY07

CSA $317,068.76CSA $317,068.76 Family Pres. $108,251.97Family Pres. $108,251.97 VIEW $80,079.59VIEW $80,079.59 PSSF $1,124.83PSSF $1,124.83 Rapid Exit $23,200.67Rapid Exit $23,200.67 Housing-POS $300.00Housing-POS $300.00 General Relief $2,108.37General Relief $2,108.37 Total $532,134.19Total $532,134.19

Anticipated Impact of HotlineAnticipated Impact of Hotline

Increased service expenditures through Increased service expenditures through the Comprehensive Services Act (which the Comprehensive Services Act (which are included in budget projections for 2008 are included in budget projections for 2008 and for which City share is 25%).and for which City share is 25%).

Improved outcomes for children and Improved outcomes for children and families (foster care prevention, reduction families (foster care prevention, reduction in incidents of child abuse and neglect).in incidents of child abuse and neglect).

StaffingStaffing

There has been no new staff added to There has been no new staff added to support the HART initiative.support the HART initiative.

Realignment of existing staff.Realignment of existing staff. Volunteers and support from Shelters are Volunteers and support from Shelters are

essential to handle volume of demand.essential to handle volume of demand. Recruitments are now underway for Recruitments are now underway for

volunteer support.volunteer support. Shelters will rotate responsibility for hotline Shelters will rotate responsibility for hotline

after hours.after hours.

Still to be DevelopedStill to be Developed

Housing Broker Team--The purpose of the Housing Broker Team--The purpose of the team is to expand the capacity of the team is to expand the capacity of the existing supply of low-cost housing to existing supply of low-cost housing to accommodate families and individuals accommodate families and individuals leaving the service system or being leaving the service system or being diverted from the service system. The diverted from the service system. The long-term goal is to merge all city-wide long-term goal is to merge all city-wide housing resources with all landlord housing resources with all landlord contacts to be managed by the Housing contacts to be managed by the Housing Broker Team.Broker Team.

Gaps in ResourcesGaps in Resources

Affordable housingAffordable housing Day care services for non-TANF familiesDay care services for non-TANF families Shelter bedsShelter beds

SummarySummary

Norfolk HART program will improve services and Norfolk HART program will improve services and outcomes for homeless families.outcomes for homeless families.

At least initially, we expect to have “growing At least initially, we expect to have “growing pains” as we add volunteers and partners to staff pains” as we add volunteers and partners to staff the hotline.the hotline.

Over time, we expect this project will serve as a Over time, we expect this project will serve as a national model in aligning child welfare and national model in aligning child welfare and homeless/benefits programs (using existing homeless/benefits programs (using existing resources) that improve outcomes for families.resources) that improve outcomes for families.