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Training Series Understanding and Utilizing the Central Access Point (CAP)

Training Series Understanding and Utilizing the Central Access Point (CAP) Christie Jackson, MSW, LSW CAP/ Shelter Diversion Coordinator Kevin Finn, MSW, LISW-S President & CEO. Central Access Point (CAP) Training Objectives.

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Training Series Understanding and Utilizing the Central Access Point (CAP)

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  1. Training Series Understanding and Utilizing the Central Access Point (CAP) Christie Jackson, MSW, LSW CAP/ Shelter Diversion Coordinator Kevin Finn, MSW, LISW-SPresident & CEO

  2. Central Access Point (CAP) Training Objectives • This presentation will help those working with the homeless gain a basic understanding of: • Electronic Intake Process CAP uses to place individuals and families who are homeless into shelter and other programs • Screenings and factors that contribute to placement into programs • How to connect clients who are homeless or facing homelessness with CAP • Things CAP callers should know about accessing services

  3. What is the Central Access Point • Single point of entry for homeless individuals and families seeking emergency shelter • Completes electronic intakes, screenings, referrals, and placements using VESTA • Makes referrals and placements toindividual shelters, family shelters, transitional housing at Parkway Center, Supportive Service for Veterans & their Families (SSVF), and the Shelter Diversion Program

  4. Where is CAP • CAP is a program of Strategies to End Homelessness and operates in their office. CAP is a telephone only service and does not have a walk-in component. • Hours of operation: • Monday- Friday 10am-8pm (CAP takes calls at 9am for individuals seeking placement in shelter/transitional housing) • Saturday-Sunday 10am-2pm for all calls • Highest call volume: 10am- 12pm Monday- Friday • Operated by six intake specialists (three full time staff during the day and three part time staff on evenings and weekends)

  5. Who Should Access CAP • Anyone who is in need of shelter • If they have no place to sleep tonight • If they going to be without a place to sleep within the next week • Who should not call CAP • People behind on their rent/ utilities or looking for financial assistance • People who receive a notice to vacate • Those who are able to stay with friends or family • People who do not want to go into shelter • People only wanting a homeless certificate CAP should only be called if a person is in imminent need of shelter and is able to go into shelter that day

  6. Who Should Access CAP • CAP is for people looking to get into shelter PLUS: • Veteran families who are homeless or at risk of homelessness • Single men wanting to get into Parkway Center • CAP must talk to person needing services before placement is scheduled • Other people can call to inquire about space but beds won’t be held until the person needing services contacts CAP directly

  7. CAP Placements and Referrals • Family Emergency Shelter • Mercy Health at St. John • Interfaith Hospitality Network of Greater Cincinnati • The Salvation Army • Bethany House Services • Emergency Shelters for Singles • St. Francis / St. Joseph Catholic Worker House (men able to work) • Lighthouse Sheakley Center for Youth (men and women age 18-24) • Bethany House (women) • DIC women’s dorm • New women’s shelter (2014-2015) • City Gospel Mission (single men) (2014-2015)

  8. CAP Placements and Referrals • Supportive Services for Veteran’s FamiliesGoodwill and Talbert House- both have RRH and prevention programs • Transitional Housing • Parkway Center • Shelter Diversion • Freestore Foodbank • Jewish Family Services • Mercy Health at St. John

  9. Emergency Shelter Eligibility All shelters require that you have no where else to stay and no longer have keys to an apartment Family shelters require at least one child under 18 entering shelter with you Can place single head of household (male or female) or couples with children- will accept same sex couples with children No shelters accept couples without children Shelters do take boys over age 12 If a child is over 18, they must still be in high school to go into family shelter with family; if not, they need to seek shelter on their own No sexual offenses

  10. Emergency Shelter Eligibility • Catholic Worker House is for single men who are willing and able to work- must secure employment within 30 days • Lighthouse Sheakley Center for Youth is for single men and women ages 18-24- a step up shelter that requires people to work a case plan that addresses income and housing

  11. Supportive Services for Veteran’s Families (SSVF) • There is a Veteran in the household that served beyond basic training and has anything other than a dishonorable discharge • Homeless or at imminent risk of homelessness (within 14 days) • Household income below 30% AMI • No other financial resources or support networks to prevent homelessness • Serves Boone, Butler, Campbell, Clermont, Hamilton, Kenton, and Warren counties

  12. Shelter Diversion VS Homelessness Prevention/Rapid Re-housing Program (HPRP) HPRP Shelter Diversion ESG funding= less $ Targeting people who are already doubled up and will be entering a shelter More stringent criteria Smaller case loads • Stimulus funding • Eviction Prevention • More money • Money had to be spent • Larger case loads so could accept more people

  13. Shelter Diversion • Imminent risk of entering shelter • Household income is less than 30% AMI • No other support networks or financial assistance to prevent entering shelter • Willingness to work with a CM • No active homeless certificates, shelter stays, previous HPRP assistance or shelter diversion assistance within past 12 months • Hamilton County resident

  14. Shelter Diversion • If a person meets criteria for Shelter Diversion, and has a safe place to stay, CAP makes referral to a Case Manger in the program • Case Manager and Housing Specialist assist client with finding housing within 30 days • Financial assistance is provided to help obtain and maintain housing • Please do NOT tell your clients to call for Shelter Diversion- if they are in need of shelter, have them call CAP. • Every person calling for shelter is being screened for Shelter Diversion

  15. Transitional Housing • Mt Airy Center closed and is now Parkway Center Transitional Housing operated by Talbert House • Single male (Veterans & Non-Veterans) needing substance abuse treatment • Non-Vets need to have current homeless certificate and be referred from shelter or street outreach worker where homeless certificate was issued • Veterans call CAP for a Grant Per Diem (GPD) bed • No sexual offenses or open warrants • Must be clean and sober

  16. CAP DOES • Inform callers of availability of shelter beds & refer to programs- • Information is recorded in VESTA in real time • Once a program has updated their availability, CAP is able to place someone else there • Place people in appropriate beds- • A person may contact a shelter and be informed there is space and instructed to call CAP, but CAP may tell people there isn’t room due to several factors: • Shelter may not have exited person in bed finder so bed still looks occupied • Another person contacted CAP at the same time & was placed into the beds first • Available beds might not fit person’s household. • If there are only 2 beds available, CAP can’t place a family of 6 • CAP can only place people when availability is shown in bed finder. If shelters haven’t updated VESTA, new people can not be placed in a bed

  17. CAP DOES • Need to talk to the person directly seeking services • Adjusts to each shelter/ program and follows their eligibility guidelines. CAP knows the different requirements for each program and is able to place people in the program that best fits their needs • Place callers into shelter according to the intake times the shelters tell CAP they are available • Inform callers of ineligibility for services if noted by former agency in VESTA • If a program noted that a household is ineligible to return, CAP staff will not the refer person to that program • Maintain a “Call Back List” for families on the street • CAP will attempt to call a family back when space becomes available but beds aren’t held. • If CAP does not reach the family, the beds may be given to another caller

  18. CAP Does NOT • Have the ability to make shelter beds available. Shelters make beds available in bed finder before CAP can make new placements • Schedule shelter placements for more than 24 hours in advance. Intakes are scheduled for the same day. • Tell shelters/programs what their eligibility criteria should be. Each program tells CAP what their eligibility requirements are. • Have a waiting list • Transport clients to/from shelter • Have a walk in component

  19. Clients entering shelters without referral from CAP • Since CAP places households who are most imminently in need of shelter, intakes outside of CAP may give beds to people whose situation is less desperate • Word will spread and people will call shelters directly to get in instead of CAP

  20. Since CAP does everything over the phone: • All referrals are based on self reports • Only exception- Parkway Center • People sometimes tell CAP what they think CAP staff “want to hear”; story may be a little different what they arrive at shelter, etc. • If people report something that makes them ineligible, please contact CAP to find out what information they disclosed to CAP • If any questions about a referral, please call CAP staff or CAP supervisor

  21. Factors that Contribute to Placements and Referrals Space- Are there available beds in shelter or other programs for referrals? Shelters have a fixed number of beds. Shelter Diversion and SSVF has a fixed number of openings. Eligibility- Did the caller meet the eligibility requirements according to the screening? Is the individual/family eligible to return to shelter? The prevention program and shelters have eligibility requirements. Each program tells CAP their eligibility requirements Self Determination- What course of action does the caller want to take? Family, friends or case managers may think the person needs to go into shelter but that has to be what the person wants Immediacy- How soon will the caller become homeless? How soon are they able to enter shelter? How urgent is their need for services? Program Suitability-What program best meets the needs of the caller?

  22. CAP Improvement • CAP has been meeting with shelters who are on CAP to discuss ways to improve the working relationships • Procedures were developed between CAP and the shelters • Will have ongoing meetings to strengthen the relationship between CAP and shelters • CAP survey collected feedback from shelters, programs and other community providers

  23. CAP Survey results • 22 people completed the survey- average overall rating was 6.69 on a scale of 1-10 • Recommendations to improve CAP assessment • Multiple comments about the difficulty getting through when CAP lines are busy • Many comments about lack of available shelter space. CAP has no control over shelter beds or when space is available at shelter.

  24. CAP records clients’ needs in VESTA

  25. CAP checks for shelter availability and reserves beds in VESTA Bed Finder

  26. CAP continues to expand The Single women’s shelter and the City Gospel Mission for single men will come onto CAP when they open in 2014-2015

  27. CAP 2013 There was a total of 21,404 calls from 4,596 callers Family shelter- 12,384 calls from 2,187 callers 489 placements Individual Shelter- 4,755 calls from 1,486 callers 169 placements (31 to BH, 13 to CWH, 124 to Lighthouse, 1 to DIC women’s dorm) SSVF- 646 calls from 411 callers 272 referrals Transitional housing- 1,917 calls from 473 callers 207 placements Shelter Diversion- 221 referrals; 753 total people served; total financial assistance $544,511, 170 exited in 2013 with 3.5% returning to homelessness

  28. CAP Quick Review • 513-381-SAFE (7233) • Monday- Friday 10am-8pm, Saturday-Sunday 10am-2pm • Completes electronic intakes and placement into family/single shelter, shelter diversion, and SSVF • Assists single males/females, families, single parents • Is a single point of contact, no need to call several agencies • Completes screening completely over the phone, no walk in service • Makes referrals and placements into: • Emergency Family Shelter( FSP) Emergency shelter singles • Mercy Franciscan at St John Bethany HouseServices • Interfaith Hospitality Network Catholic Worker House • The Salvation Army Lighthouse Sheakley Center for Youth • Bethany House ServicesDIC women’s dorm • Single women’s shelter (2014-2015) • City Gospel Mission (2014-2015) • Transitional Housing Prevention Services • Parkway CenterSSVF- both RRH and prevention • Social Services agencies for Shelter Diversion

  29. QUESTIONS? For more information, please visit our website: www.strategiestoendhomelessness.org Email CAP: CAP@end-homelessness.org Call CAP: 513-381-SAFE (7233) Contact CAP Supervisor: Christie Jackson 513-263-2793 cjackson@end-homelessness.org

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