The Norfolk Model:The Norfolk Model:Homeless Action Response Homeless Action Response

Team (HART)Team (HART)

Presentation by Jill Baker, Presentation by Jill Baker, Norfolk Department of Human ServicesNorfolk Department of Human Services

February 7, 2008February 7, 2008

Presentation OverviewPresentation Overview

Background on the HART TeamBackground on the HART Team Why/How we decided to changeWhy/How we decided to change Review of achievements to dateReview of achievements to date Discussion of Norfolk Hotline/Centralized Discussion of Norfolk Hotline/Centralized

Intake Intake Funding changes and challengesFunding changes and challenges Housing Broker TeamHousing Broker Team Challenges we faceChallenges we face

Norfolk DemographicsNorfolk Demographics

Norfolk is the urban center of Norfolk is the urban center of Southeastern Virginia with a population of Southeastern Virginia with a population of 240,000.240,000.

Norfolk has the highest poverty rate of Norfolk has the highest poverty rate of 18% but is in the midst of redevelopment 18% but is in the midst of redevelopment efforts in both downtown and the bay front. efforts in both downtown and the bay front.

Homeless population = 502, a decrease of Homeless population = 502, a decrease of 25% since implementation of the city’s 10 25% since implementation of the city’s 10 year plan.year plan.

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.

Cross-functional team of Benefits (Food Stamps, Cross-functional team of Benefits (Food Stamps, Medicaid, etc.) and Child Welfare employees Medicaid, etc.) and Child Welfare employees (Social Workers) whose mission is to develop (Social Workers) whose mission is to develop processes, collaborations, and strategies processes, collaborations, and strategies consistent with the City’s plan to end consistent with the City’s plan to end homelessness.  homelessness. 

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

Work in collaboration with all the Work in collaboration with all the community service providers.community service providers.

Developed a Memorandum of Developed a Memorandum of Understanding with our community Understanding with our community partners/shelters.partners/shelters.

The Norfolk System Pre-The Norfolk System Pre-Centralized IntakeCentralized Intake

Norfolk has had strong homeless service Norfolk has had strong homeless service providers; but fragmented service delivery.providers; but fragmented service delivery.

There were intensive services for families There were intensive services for families while they were sheltered but no support while they were sheltered but no support after exit.after exit.

Families generally were connected to Families generally were connected to services as a result of abuse/neglect but services as a result of abuse/neglect but no prevention services or collaboration.no prevention services or collaboration.

Centralized Intake NowCentralized Intake Now

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, to provide shelter as including three shelters, to provide shelter as well as intensive in-home services to families well as intensive in-home services to families (Human Services Grant).(Human Services Grant).

Establishes a centralized intake (known as the Establishes a centralized intake (known as the Norfolk Family Hotline) for homeless families Norfolk Family Hotline) for homeless families that coordinates services among all providers that coordinates services among all providers and moves families from homelessness into and moves families from homelessness into permanent housing.permanent housing.

Benefits for NDHSBenefits for NDHS

Reduced the number of homeless families Reduced the number of homeless families being placed in hotels—now 0!!being placed in hotels—now 0!!

Decreased the number of families turned Decreased the number of families turned away from homeless family sheltersaway from homeless family shelters

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

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

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

Targeted the appropriate families served by the Targeted the appropriate families served by the agency;agency;

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

Decreased the administrative burden of the Decreased the administrative burden of the intake process while improving the information intake 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

Have a system that has improved access Have a system that has improved access to services for homeless families in to services for homeless families in Norfolk;Norfolk;

Improved data collection and Improved data collection and communication among participating communication among participating entities (HMIS);entities (HMIS);

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

HART Achievements To DateHART Achievements To Date

In FY07 HART saw 4567 families and In FY07 HART saw 4567 families and 3065 single adult clients.3065 single adult clients.

Of those, HART assisted 689 families with Of those, HART assisted 689 families with permanent housing (Prevention).permanent housing (Prevention).

This does not include 306 cases using This does not include 306 cases using Rapid Exit funds (both families and Rapid Exit funds (both families and individuals).individuals).

HART placed 354 families in shelters.HART placed 354 families in shelters.

How Needs are AssessedHow Needs are Assessed

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

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; accuracy of decision making; targets 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.

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. Shelters rotate responsibility for answering Shelters rotate responsibility for answering

the hotline after hours.the hotline after hours.

Newest DevelopmentNewest Development

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 affordable housing to existing supply of affordable 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.

The Housing Broker TeamThe Housing Broker Team

August 1, 2007.August 1, 2007. Co-located at DHS with HART Co-located at DHS with HART Consists of 2 Housing Specialists with Consists of 2 Housing Specialists with

backgrounds in Property Management, backgrounds in Property Management, Community/Social Services, and Resource Community/Social Services, and Resource building. building.

Work in direct support of the HART Team. Work in direct support of the HART Team.

Housing Broker TeamHousing Broker Team

Initiated contact with existing Landlords(L/L) and Property Initiated contact with existing Landlords(L/L) and Property

Managers(PM) and outlined the HART program – including Managers(PM) and outlined the HART program – including

mission and program limitations.mission and program limitations.

Recruited new LLs/PMs.Recruited new LLs/PMs.

Conducted Site visits of properties and assisted in Move-in Conducted Site visits of properties and assisted in Move-in

inspections.inspections.

Reviewed all leases prior to signing.Reviewed all leases prior to signing.

Continued contact with LLs and PMs after move-ins.Continued contact with LLs and PMs after move-ins.

Negotiated security deposits and late fees for HART clients. Negotiated security deposits and late fees for HART clients.

Housing Broker TeamHousing Broker TeamNumbers to DateNumbers to Date

Since August 2007 The Housing Broker Team Since August 2007 The Housing Broker Team has: has:

Contacted over Contacted over 100 100 newnew Landlords and/or Property Landlords and/or Property

Managers. Managers.

Identified over Identified over 2200 2200 affordable rental units in Norfolk.affordable rental units in Norfolk.

Placed over Placed over 100100 families into affordable housing. families into affordable housing.

Handled over Handled over 235 235 Housing-Related Referrals.Housing-Related Referrals.

Saved the City of Norfolk over Saved the City of Norfolk over $20,000$20,000 in reduced security in reduced security

deposits and waived or reduced late fees.deposits and waived or reduced late fees.

Human Service Grants—Local City Human Service Grants—Local City Funding ($520,000)Funding ($520,000)

Housing Broker Team: Housing Broker Team: one FTE @ $48,000 and one FTE @ $48,000 and a landlord contingency fund of $10,000).a landlord contingency fund of $10,000). Norfolk Foundation—funded second Norfolk Foundation—funded second

position for FY07.position for FY07. NDHS In-kind—space, computers, NDHS In-kind—space, computers,

supplies.supplies.

Human Service GrantsHuman Service Grants

Case Management Services--$71,500 to Case Management Services--$71,500 to be paid to two shelters who will provide be paid to two shelters who will provide services to families scoring at moderate or services to families scoring at moderate or low risk. low risk.

This includes families in their shelter and This includes families in their shelter and those whom HART was able to prevent those whom HART was able to prevent eviction.eviction.

Total = $120,000Total = $120,000

HART ExpendituresHART ExpendituresFY07FY07

CSA* $601,069.69CSA* $601,069.69 Family Pres. $107,814.84Family Pres. $107,814.84 TANF/VIEW $98,306.36TANF/VIEW $98,306.36 PSSF $139,618.34PSSF $139,618.34 Rapid Exit $160,992.50Rapid Exit $160,992.50 General Relief $6041.76General Relief $6041.76 Other Local Other Local $840.00$840.00 Total $1,114,683.49Total $1,114,683.49*CSA = Comprehensive Services Act*CSA = Comprehensive Services Act

Gaps in ResourcesGaps in Resources

Affordable housingAffordable housing Day care services for non-TANF familiesDay care services for non-TANF families Shelter bedsShelter beds Available funding streams need to be Available funding streams need to be

strengthenedstrengthened Knowledge base needs to be expanded to Knowledge base needs to be expanded to

include connection between include connection between homelessness and child welfarehomelessness and child welfare

SummarySummary

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

We expected to have “growing pains” as we We expected to have “growing pains” as we added volunteers and partners to staff the added volunteers and partners to staff the hotline.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.