1. National Conference on Ending Homelessness July 14, 2011 Washington, DC Voluntary Service Models: Serving Families in Their Own Homes 1

2. 1998 In Shelter Case Management Community Housing/Transitional Housing A brief history of Services at The Road Home in Salt Lake City 2

3. All programs had “Mandatory Services” Clients must be case plan compliant Families needed to be Housing Ready Heavy Emphasis on treatment of substance abuse Heavy Emphasis on being out of violent relationships At That Time 3

4. Failure to complete treatment Failure to place UA Violence in home Repeated police calls Failure to secure income Not following case plan Non payment of rent Reasons for exits 4

5. We knew what clients needed to succeed Cannot be self-sufficient with substance abuse Self-sufficiency looks the same for everyone Clean, employed, meeting with case manager Non-tolerance for discomfort around children If family doesn’t want our help we will help someone who does Philosophy at that time 5

6. Many clients do respond to Mandatory Services Served those who “wanted” to be served Little to Zero tolerance of Substance Abuse Decisions are clear cut Benefits of Mandatory Philosophy 6

7. Doesn’t work for all families Case managed families out of housing Same intervention over and over again Limits case manager ability to build relationship Adversarial relationship between case management and Difficult for case manager Challenges of Mandatory Philosophy 7

8. Chronic Families Exited from shelter and housing Returned to shelter with same issues often worse off Realized this wasn’t working Shifted philosophy to stick with families no matter what Placed 20 families over 4 years, only exited 1 (old habits die hard) CR&CR This ran over into other community housing case management Evolution Part 1 8

9. Rapid Rehousing National numbers talking about most families enter into and out of homelessness quickly and don’t return Experimented on the small scale, seemed to work Collaborated with DWS on large scale Placed over 600 families in 20 months Very minimal requirements Only 57 have returned to shelter Evolution Part 2 9

10. Permanent Supportive Housing Fifty 2 bedroom apartment in a complex for chronically homeless families Placed here all the families that we had failed with before 100% voluntary cm’t for client. Mandatory for the case manager Goal is to keep client housed no matter what Unconditional support for client Healing relationship MG and family Evolution 3 10

11. Shelter Rapid Rehousing Community/Transitional Housing Permanent Supportive Housing Variety helps-You can be respectful of client with in service model, let them make choices Family Services Had Expanded 11

13. Not kicked out for lack of increase in income

14. Being in a violent relationship is something to work on

15. No more housing readiness criteriaCurrent Shelter Services Now Voluntary 12

17. Not denied for substance abuse

18. Not denied for family violence

19. Clients reassessed every month

20. Exceptions are the rule

21. Extensions as needed

22. More intensive housing as neededRapid Rehousing Now Voluntary 13

24. Must meet with case manager

25. Most community housing is time limited

26. Substance Abuse important issue, may lead to exit

27. Domestic Violence important issue, may lead to exit

28. Children cause a lot of stress in staff, issues may lead to exit

29. Belief that return to shelter may be only effective solution

30. Case Manager has a lot of flexibility with approach

31. Emphasis on relationship

32. When case plan not followed, flexibility ensues

33. Focus on issues as they affect housing

34. Allow CPS course of action to occur

35. Avoiding losing housing as long as possible

36. Back and forth with case manager and supervisor

37. Nobody exited without meeting with supervisor, so that clients can make informed decisions

38. No services based exits for almost 2 years (over 60 family households) Community/Transitional Housing Now Voluntary 14

40. Understanding that to get to this point mandatory services have had no effect

41. Work closely with Property Management

42. Goal to form supportive relationship

43. Attempt to remove all judgment

44. Unconditional acceptance of clientPermanent Supportive Housing Voluntary 15

46. Most families enter into and out of homeless quickly and do not return Not all families need the same amount of service to manage We can vary the intensity of case management services as appropriate Making a family homeless makes the problem worse It’s all about the relationship Things we learned that influenced change 17

49. “Staff were fearful of rapid rehousing at first, but once they saw that it worked they embraced it”

50. “Pressure is off the case manager”5 year Case manager turned 2 year Supervisor in Shelter 18

52. “Case Manager talks about adjustment with supervisor”

53. “Don’t evict anymore for non-compliance….more options help to ease the process”

54. “We feel really good about where we are at”

55. “Kids are tough, I am more uptight with kids involved, I feel responsible for well being of kids” yet….No evictions in almost 2 years.

56. “We will work with them as long as they are progressing, our definition of progress has gotten really radical” Q – How do you view the changes A – “So much better..client is doing what they want to…infinitely better….really important for clients to make their own decisions, if it’s an informed decision then we will support it no matter what” 13 year Supervisor in Shelter then Housing 19

59. John Selfridge, LCSWThe Road HomeSalt Lake City, Utah Contact Info Jselfridge@theroadhome.org (801) 706-1467 21

60. Motivational Interviewing - Preparing People for Change, Miller & Rollnick Trauma and Recovery – The aftermath of violence-from domestic abuse to political terror, Herman, J.Traumatic Stress – The effects of overwhelming experience on mind, body and society, Van der Kolk, McFarlane, Weisaeth Helpful Texts 22

62. In and out of shelter/community housing 4 times due to meth addiction

63. Housed family in intensive cm’t community placement (2006)

64. Continued to use, refused treatment, called our bluff, we stopped fighting her and started to simply be there for her

65. Relationship opened up

66. Continued to use, got protective order, kicked out abusive partner (2008)

67. Landlord kicked her out

68. Got herself clean in treatment (2009)

69. Moved into PSH with son, clean for 4 months before relapse

70. Lost son to family due to addiction, numerous staff cps calls (2010)

71. Meets voluntarily with therapist and case manager several times a month

72. Has strong relationships with staff, talks about getting clean on her terms

73. Housed (2011)This is voluntary case management not working 23