Eviction Prevention: Leveraging the strengths of people with complex needs

1. Eviction Prevention: Leveraging the strengths of people with complex needs Presented by Volletta Peters, Director of Tenant and Member Services at the Professional Development Conference: “Supportive Housing for Persons with Complex Needs” St. John’s, Newfoundland Tuesday, May 27, 2008 Eviction Prevention: leveraging the strengths of people with complex needs

2. Eviction Prevention is Rooted in What Tenants Do • Pay rent on time • Keep the unit clean • Report maintenance or repair problems • Repair or pays for damage they cause • In the unit or common area • By accident or on purpose • By the tenant or anyone they let into the building Eviction Prevention: leveraging the strengths of people with complex needs

3. When it falls apart… Eviction Prevention: leveraging the strengths of people with complex needs

4. When it falls apart… Eviction Prevention: leveraging the strengths of people with complex needs

5. Recovery Underpins Eviction Prevention • Hope matters • Identity as tenant fosters sense of citizenship • Choice and consequences • Security of tenure and tenancy promotes positive self-identify through rights and responsibilities Eviction Prevention: leveraging the strengths of people with complex needs

6. Eviction Prevention Starts With… …leveraging the ability of tenants to make choices about their housing by providing them with tools and skills to meaningfully participate in all aspects of their tenancy as they move through their journey of recovery. Eviction Prevention: leveraging the strengths of people with complex needs

7. Tools for Skills Building • Intake interview builds on choice • Successful Tenancy Action Plan • Serve eviction notice without delay • Engage the tenant • Engage the circle of support Eviction Prevention: leveraging the strengths of people with complex needs

8. Intake Interview Builds on Choice Objective: Establish framework to restore social function starting with client understanding and ownership of process. Indicator: Successful Tenancy Action Plan (STAP) Tool: Intake Interview Process starts by looking backward at past housing performance – • to monitor need data; • to review and compare data against targets or comparative benchmarks. Links our strategic intent with performance management and with needs of the customer and answers, “What are WE – customer, Mainstay, agency – trying to achieve?” Eviction Prevention: leveraging the strengths of people with complex needs

9. Successful Tenancy Action Plan – key characteristics • Individualized • In writing • Describes specific triggers • Solutions oriented • Defines roles and responsibilities of tenant, support and housing provider • Timelines • Results can be measured Eviction Prevention: leveraging the strengths of people with complex needs

10. Serve Eviction Notice • Without delay • Know rights and responsibilities • Can live anywhere • Not paternalistic Eviction Prevention: leveraging the strengths of people with complex needs

11. Engage the Tenant • We believe the tenant knows how to solve the problem • We work with tenant to find solutions Eviction Prevention: leveraging the strengths of people with complex needs

12. Tips for Tenancy Engagement • Remember each person and situation is different • Follow through isn’t always about `won’t’ • Agencies often `speak for’ tenants – we need to hear from the tenant and vice versa • There may be literacy issues: ASL, ESL, not ability read/write • Some tenants have a hard time opening mail: anxiety, germs, tired etc. • Tenant’s mental health may interfere: deterioration, paranoia, delusions, metaphoric, mediation interference –i.e. confusion, concentration • Lack of or limited life skills • Tenants may be angry/upset with the process • Sometimes tenants will avoid or become defensive or deflective • Remember – this is not about you Eviction Prevention: leveraging the strengths of people with complex needs

13. Engage the Circle of Support • Who makes up circle of support? Case workers, the landlord, office of public guardian or trustee, family, friends. • Why we do this? • Why it’s important? • How we do it Eviction Prevention: leveraging the strengths of people with complex needs

14. Intervention Process Complaint Received/Issue Identified • Identify all parties involved • Tenant provides written complaint Intervention Begins Documentation of intervention is crucial. Any verbal warnings and meetings with tenants should be followed by a written confirmation of what was said. Meeting with tenant and supports 3 Behavioural Contract/ Payment Plan 4 Verbal Discussion 1 Formal Letter 2 Intervention unsuccessful. Issues continue. Discuss with manager. Intervention Successful. No further action required. Begin the court process (Step 2) Implement a different Intervention. Eviction Prevention: leveraging the strengths of people with complex needs

15. Summary of Strategies that Work Comprehensive application and interview process to determine what the person needs to access and maintain their housing. Recovery And Harm Reduction Approach Work with tenant and their support network throughout tenancy We ask tenants what will work for them. Rights-Based Approach. We use the Mental Health Act and the Residential Tenancies Act as resources. Eviction Prevention: leveraging the strengths of people with complex needs

16. Appendices Eviction Prevention: leveraging the strengths of people with complex needs

17. Tips for Working with Case Workers • Build a relationship whenever possible; • Make contact before a problem arises; • Bring conversation back to shared goal about assisting tenant in their tenancy; • Try to understand where the case worker is coming from but be clear about expectations; • Focus on the problem and situation not on the individual; • Remember you are the expert in housing people with mental health issues; • Always play to the audience – know who you are talking to and what works. Eviction Prevention: leveraging the strengths of people with complex needs

18. Tips for Working with Income Supports • First, should you be calling or should the support/case worker call? • In extenuating circumstances it may make sense for the staff to call i.e. tenant that does not have a caseworker • Be prepared to write a letter of support for tenant to access a resource such as start up fund • Do not write a letter confirming volunteer status of tenants – check with your manager first • Remember ‘service’ was previously based on a team approach –now there is a caseworker • Have tenant with you when you call • Have tenant’s information with you SIN#, DOB, consent • Remember they are often hard to get in touch with – so be ready! • Be prepared to make a number of calls Eviction Prevention: leveraging the strengths of people with complex needs

19. Tips for Working with Office of the Public Guardian and Trustee • The trustee is the tenant for arrears/property purposes • Follow up in the same way you would with a tenant • Remember you are an expert in housing • Make sure it is the right trustee you are talking to • Trustee has an assistant you can talk to about straightforward matters • It is useful to write a letter to trustee (as well as calling) for documentation purposes • You can fax or mail letters to the office • The Trustees often `overstep’ their role, i.e. give you direction, yell, imply you are not knowledgeable • When pushed talk to your manager • Recognize the limits to the Office of the Public Guardian and Trustee’s authority (i.e. they cannot make you break legislation) • Remember to share information that is relevant to their role as Trustee of Property – no consent is required (i.e. an eviction notice for behaviour has financial implications) • The goal is always to resolve the tenant issue Eviction Prevention: leveraging the strengths of people with complex needs

20. Tips for Working with Others • Remember, a consent form must be in place to speak to anyone • Check both consent and trustee status • Listen respectfully • Family members cannot NOT personalize • Understand the person you are speaking to may not know the system • Clarify who you are speaking to – if unsure get number and call them back • Take time-there will be a general education component to the call • Take some time to give resources • Be empathetic with family i.e. ‘that must really be upsetting’, ‘I will see what I can do’, ‘Would it be helpful if I ask the tenant to sign a consent?’ • Refer matter to support agency if appropriate • If unsure what to do, call them back after you check with your manager • If the caller is from an organization, remember, they are accountable to someone Eviction Prevention: leveraging the strengths of people with complex needs

21. Contact Us Call or e-mail us at Mainstay Housing at 761 Queen Street West, Suite 301 Toronto, ON M6J 1G1 416-703-9266 info@mainstayhousing.ca Eviction Prevention: leveraging the strengths of people with complex needs