Lianna Barbu, Operations Director at Community Shelter Board in Columbus, OH discussed the Columbus coordinated intake system for singles and for families.

1. Community Shelter Board
Coordinated Intake System
Lianna Barbu
Community Shelter Board
www.csb.org
Coordinated Intake
 Overview of CSB
 Our family intake: before & after
 Triage and Diversion
 System characteristics
 Assessment and Linkage
ssess e t a d age
 Outcomes
 Our single adult intake: before & after
 Triage and Diversion
 System characteristics
 Assessment and Linkage
 Outcomes
Overview of CSB

2. Rebuilding Lives Plan
Columbus and Franklin
County, Ohio Point in Time
Trends by Household Type - All
 Population:
1600
1400
149 193
Franklin County - 1200
135 131
1,095,662 1000
sons
Columbus Metropolitan
Total Pers
800
Area - 1,725,570 1089 1120 1104 1081
 Point in Time
600
400
Count: 200
1/25/2011 0
117
2008
108
2009
134
2010
144
2011
1,418 persons
Unsheltered Sheltered Transitional Housing
homeless (144
unsheltered)

3. Our Family System:
Before & After
B f Aft
Before
After

4. Family system framework
 Prevention & diversion
 Single point of contact
 Minimize shelter stay/move to appropriate
housing quickly
 Measures results and manage for outcomes
 Shelters all families
Franklin County Family Emergency Shelter System
Diversion: Helping families stay in the housing they’re
in, with support from community programs, social
service agencies, family and friends, and other
community agencies.
First contact Permanent housing, usually with Transition
assistance (CSB)
between
YWCA Family
Welcome to the Family Center
Referral to direct housing:
Center and Family Housing Collaborative
(Salvation Army, Homeless Families Foundation,
family:
Permanent housing
Volunteers of America CSB)
America,
e
 Triage Referral to Tier II shelter
(Homeless Families Foundation, Volunteers of America)
 Referral
 Assessment
 Services Referral to transitional housing
(Amethyst)
 Guidance
Referral to permanent supportive housing
(Community Housing Network, Amethyst, Volunteers of
America, Maryhaven, Columbus AIDS Task Force)
Treatment programs for severe issues
(ADAMH agencies)
5/6/10
RA-TA/Program Planning-Development/Family System Planning/Front door slide with provider names 5.6.10
Triage and Diversion
Family presents at YWCA
Complete Triage/Diversion;
Enter data in CSP
No Does
Is family facing
family
eviction/ Yes
have any
h Assist family in
foreclosure?
other making alternate
option? arrangements
Yes
Refer to Prevention Services
No
Complete Shelter Intake

5. Triage and Diversion
 Family immediately triaged to see if diversion is
possible
 Referred to prevention if still housed
 Eligibility - must have minor children
 Intakes done 24/7, for all families with no other
options
Prevention
Stable Families
Family System Process Flow
5d
Employment
Intake Resource Services
1d Assessment 3d
Family Advocate
1d
Child Advocate
15d 6d 19d
13d
Direct Client 7d 14d 4d
Intake Intake Intake
Assistance
Assessment Assessment Assessment
108d 127d
Tier II Tier II

6. System characteristics
 Comprehensive Assessment
 Extensive housing partnerships
 Access to short-term rental assistance
 Highly collaborative
 High accountability & transparency
Program Referrals
 Direct client assistance for rent/security
deposit into market rate housing
 Direct housing
g
 Job2Housing program
 Permanent supportive housing
Program Referrals
 Discussed in
the PAM
Meeting
 Family sent to
best option

7. Managing Client Linkage
Process
 Linkages start at the PAM meetings
 Direct contact with next-step housing
p
providers and landlords
 All providers have access to the family’s
CSP data
Outcomes
 Diversion
 Households served
 Average length of stay
 Successful outcomes
 Nightly Occupancy
 Average Transition Time
Front Door Outcomes
CY2009 CY2010
Families Served 817 1,198
Female HoH 90% 89%
Male HoH 10% 11%
Single Adult Headed HHd 71% 72%
New Households 75% 70%
Contact Resolution
Diverted 37% 26%
Admitted 43% 56%
Other (appeals, etc) 20% 18%
New and Diverted 42% 28%
Contact Type
Phone 63% 62%
Walk-in 34% 36%

8. YWCA Outcomes
Successful Housing Outcome
Households Served (#) (%)
740 726
80% 72%
720 68% 66% 68%
701 70%
696 57%
700 688 60%
50%
680 40%
660 653 30%
20%
640
10%
620 0%
600 FY2006 FY2007 FY2008 FY2009 FY2010
FY2006 FY2007 FY2008 FY2009 FY2010
Average Length of Stay Nightly Occupancy
50 44 44
(days) 45 47
39
40 38
25
35
24 24
30
23 23 23 25
22 22 20
21 21 15
20 10
5
19
0
FY2006 FY2007 FY2008 FY2009 FY2010
FY2006 FY2007 FY2008 FY2009 FY2010
Changes Driven by Data
Analysis
 Overflow management handled by front door
provider
 Manual to capture roles of each partner
 Streamlined next step housing practices
 Performance-based contracting
Our Single Adult
System:
Before & After

9. Franklin County Adult Emergency Shelter System
Contact between an Adult
Shelter and client:
Unsuccessful Exit Permanent housing, usually with Transition
assistance (CSB)
Admission to: FM on 8th, FM on
Men’s Sh
Referral to permanent supportive housing
6th, FM Nancy’s Place, FoH
Place, V
(Amethyst, Columbus AIDS Task Force, Community
 Screening Housing Network, Maryhaven, National Church
Residences, Southeast, YMCA, YWCA)
, , , )
Permanent housing
helter, FoH Rebecca’s
 Intake
k
n
VOA Men’s Shelter.
OR
 Referral to
other shelter
Referral to transitional housing
(Amethyst, Friends of the Homeless, Pater Noster
House, Volunteers of America)
Referral to
Referral to treatment programs for severe
inebriate shelter
(Maryhaven Engagement Center) issues
(ADAMH agencies)
3/3/08
RA-TA/Program Planning-Development/Family System Planning/Front door slide with provider names 3-3-08
Franklin County Adult Crisis Response
Diversion: Helping individuals stay in the housing
they’re in, with support from community programs,
social service agencies, family and friends, and other
community agencies.
Permanent housing, usually with
Transition assistance (CSB)
First contact
between Referral to Rapid Re-housing programs
(Volunteers of America of Greater Ohio /
Centralized Community Housing Network Rapid Re-housing,
Admissio to: FM on 8th, FM on
Men’s S
Community Housing Network In-reach Single Adults)
Point of
6th, FM Nancy’s Place, FoH
Centra
Place, VOA Men’s Shelter.
Access and Referral to the Unified Supportive
Permanent housing
Shelter, FoH Rebecca’s
M
on
alized Point of Access
,
Welcome to the
Housing System for placement in
single adult: permanent supportive housing
(Community Housing Network, Southeast Inc.
National Church Residences, YMCA of Central Ohio,
 Triage YWCA Columbus)
 Referral
Referral to permanent supportive
 Services housing
 Guidance (Community Housing Network, Amethyst,
Volunteers of America of Greater Ohio, Maryhaven,
National Church Residences,
Columbus AIDS Task Force)
Referral to transitional housing
Referral to (Amethyst, Friends of the Homeless,
inebriate shelter Volunteers of America of Greater Ohio)
(Maryhaven Engagement Center)
Treatment programs for severe
issues
(ADAMH agencies) 4/5/11
RA-TA/Program Planning-Development/Adult System Planning/Adult System Slide 4.5.11
Triage and Diversion
Single Adult presents at CPOA
Complete Triage/Diversion Form;
Enter data in CSP
Refer to Hospital,
Mental Health
Is adult No Provider,
Is adult facing No self Maryhaven
eviction/ caring? Engagement
foreclosure? Center
Yes
Yes
Yes
Assist adult in
Refer to Prevention Services Does adult making alternate
have any arrangements
other option?
No
Complete Shelter Intake

10. Diversion Workflow Chart
Diversion
Utilize "Entering a
Diversion Record"
instructions.
Admitted/
Diverted Scheduled for
Intake
Use "Check Bed
No further data
Availability"
entry required.
instructions.
Bed Available No Beds Available
Utilize
Use "Waitlist
"Reservation
Workflow Chart".
Process Chart".
Waitlist Workflow Chart
Waitlist
Utilize "Putting a Client
on the Waitlist"
instructions.
Track each contact
with client via the notes
section in their
ShelterPoint record.
1. Sheltered 2. Disappeared 3. Client Resolved
1. Utilize "Exiting a
Client from the Waitlist" Utilize "Exiting a Client Utilize "Exiting a Client
instructions. from the Waitlist" from the Waitlist"
2. Utilize "Reservation instructions. instructions.
Process Chart".
Reservation Process Chart
Add Client Reservation:
Utilize "Adding a Reservation to a Program Bedlist"
instructions.
Notify the Shelter
to expect the client and in what time frame.
Data C ll i / E
D Collection/ Entry
Collect all required data elements, complete the HUD-
40118 Assessment and take the client's photograph.
Print ID
Upload the client photo and print the photo ID card.
Upload Documentation
Scan and upload all intake documents to the client's
profile in CSP.

11. Front-Door Intake
 Collect all available client documentation
 Complete client intake paperwork
 Determination of Rebuilding Lives or Chronic
Homeless status
 Data entry into CSP
 Upload of intake documentation into CSP
 Intakes done 24/7
Managing Client Linkage Process
 Assess shelter restrictions
 Assess client willingness to access sober
shelter
 Assess client’s preference for shelter
 Make shelter referral based on preference and
bed availability
 Client receives bus pass or transportation
Managing Client Linkage Process
 Client presents at the assigned shelter
 Shelter provider has access to the client’s
up-to-date CSP data
p
 Shelter moves the client from the
“reservation list” to the “bedlist”

12. Outcomes
 Households served
 Diversion
 Shelter Linkage
One Year Outcomes
 Individuals served
 5,348 individuals, 36% female, 64% male
 6 662 contacts (25% repeat contacts for the
6,662
year)
 58% new to shelter (within 10 years)
One Year Outcomes
 Contact type: 20% Phone; 78% Walk-in
 Contact resolution
 Diverted 16%; New and diverted 24%
 Admitted/Waitlisted 80%
 Other (no show, refused services, appeals) 4%

13. One Year Outcomes
 Shelter Admission within 1 day
 66% for women
 68% for men
 Shelter Linkage – 90%+
Questions?