CHF Policies and Procedures Webinar January 2013.

CHF Policies and Procedures Webinar

January 2013

Policies and Procedures Webinar

Webinar will last approximately an hour and a half.

Recording will be posted on CHFpartnership.org, along with slides.

Audience members are “muted” due to the high number of participants.


If you have technical difficulty with the audio or video portions of this webcast, try: Logging off, then logging in again Our Typing the issue in the message board

on the screen.


Resources – Interim Regulations –

http://www.hudhre.info/documents/HEARTH_ESGInterimRule&ConPlanConformingAmendments.pdf

Resource Exchange – http://www.hudhre.info/index.cfm

OHCD Website – http://www.Chfpartnership.org


How to read Regulations May vs Shall vs Will vs Should Encouraged vs required Definitions:

Program participant - an individual or family who is assisted under CHF program.

Recipient – State/City. Subrecipient – Non-for-profit program provider.

General Overview

General Overview

Requirements apply to:CHF-Funded Activities.Not entire agency, just those programs with

funding from CHF.Shelter and Service ActivitiesDoes not apply to HMIS or planning activities.

General OverviewProgram Intent Part of a Continuum of Resources Quickly Stabilize Housing Situations Positive Outcomes:

Increased program exits to permanent housing, Increased client participation in mainstream resources, Decreased length of shelter stays, Elimination or reduction of repeated episodes of

homelessness, Increase income (employment and/or benefits) to clients, & Decreased shelter program entries because of prevention

or diversion efforts.

General Overview

Program Philosophies Crisis intervention & Emergency Services Permanent housing services Case management services

General OverviewCase Management: Identify service needs before the move into

permanent housing; & Ensure clients have access to resources necessary

to sustain permanent housing including: Source of income; Case management (to help solve problems that may arise

that threaten the clients' tenancy); Landlord/Tenant Education or Mediation; & Connection with any other applicable community-based

services (to meet long term support/service needs).

Eligible Activities

Eligible Activities

CHF Eligible ActivitiesShelter Operations/Maintenance

Essential Services

Shelter Prevention and Shelter/Street Services

Shelter Improvements

HMIS Management & Coordination

Eligible Activities

Ineligible Activities Depreciation, bad debts and late fees Recruitment, staff training, entertainment,

conferences, and retreats Public relations or fundraising Any activities not explicitly detailed in this

manual;

Eligible Activities

Ineligible Activities Payment of client credit card or other

consumer debt; Payment of client mortgage costs and

mortgage arrears; Construction or rehabilitation (unless an

award or written approval has been received from the CHF Partnership); &

Eligible Activities

Ineligible Activities Tenant based rental and/or utility

assistance (only allowed under IHSP) Support of administrative expenses,

including but not limited to:Administrative PersonnelAttendance of Conferences and TrainingsSpace and other indirect costs associated

with Administrative Personnel

Eligible Activities CHF Eligible Populations

There are two eligible populations identified for Consolidated Homeless Fund programs:*

Homeless as defined by HUD (Categories 1 – 4)

1. Literally Homeless

2. Imminently homeless (within 14 days)

3. Unaccompanied youth/families who meet other Federal homeless definition (must also meet additional criteria for HUD, similar to 2)

4. Fleeing/attempting to flee Domestic Violence

At risk of Homelessness as defined by HUD

*Please refer to HUD’s full definition of homelessness and at risk of homelessness; what is listed above is only a summary.

Recordkeeping

Recordkeeping

See the recordkeeping webinar posted on www.CHFpartnership.org

SHELTER OPERATIONS

Major Requirements – Provide services for entire grant period. Any family shelters/safe homes cannot deny

entry to families with children under 18 on basis of age.

All family shelters, transitional housing facilities, and other shelters that utilize a waitlist that are funded under this activity must participate in Statewide Family Shelter Hotline and Waitlist (operated by 211).

All family shelters, transitional housing facilities, and other shelters will target their services to the most vulnerable families on the waitlist.

Shelter Operations

FAMILY SHELTERS

Family Shelters CHF Family Shelter Providers have a typical length of

stay around 4-6 months. A minimum of 50% of clients that exit activities funded

under CHF will exit to Permanent Housing. No more than 10% of clients who exit activities funded

under CHF will exit to Emergency Shelter. The average length of stay shall be 6 months. CHF Providers are prohibited from using the gender of

parent as a basis for denying any family’s admission (including both male and female parents). Waivers may be requested, contact the CHF Partnership for more information.

Family Shelters

All family shelters, transitional housing facilities, and other shelters that utilize a waitlist that are funded under this activity must participate in Statewide Family Shelter Hotline and Waitlist (operated by 211).

All family shelters, transitional housing facilities, and other shelters will target their services to the most vulnerable families on the waitlist.

CHF Providers are prohibited from using the age of a child (under 18) as a basis for denying any family’s admission (including both male and female children).

INDIVIDUAL SHELTERS

Individual Shelters CHF Emergency Shelter Providers have a typical

length of stay around 2-4 months. CHF Transitional Housing Providers have a typical

length of stay around 6-8 months. CHF Providers are prohibited from using sexual

orientation and/or gender identity a basis for denying admission.

Individual Shelters A minimum of 20% of clients that exit activities

funded under this contract will exit to Permanent Housing.

No more than 25% of clients who exit activities funded under this contract will exit to Emergency Shelter.

No more than 15% of clients who exit activities funded under this contract will exit to Unknown Destinations.

The average length of stay shall be 6 months.

OPERATION FIRST STEP

Operation First Step Program OFS –

Community Based “Home-like” INTENSIVE Case ManagementBridge to permanent housing.

OFS: Return HomeNewly HomelessRecent Exit from InstitutionQuickly help client move to permanent

housing

Operation First Step Program OFS: Almost Home

Medium to Long Term HomelessSelect Target Population:

Lesbian, Gay, Bisexual, and/or Transgender clients

Clients with a History of Substance Abuse Clients with a History of Incarceration Clients with a History of Mental Health Issues Clients ages 18-25 (Youth)

Operation First Step Program A minimum of 50% of clients that exit activities

funded under this contract will exit to Permanent Housing.

No more than 15% of clients who exit activities funded under this contract will exit to Emergency Shelter.

The average length of stay shall be 4-6 months.

HOUSING FIRST

Housing First

Housing First is a permanent supportive housing program.

Centers on providing homeless people with permanent housing quickly and then providing services as needed.

Obtain rental housing as quickly as possible and the housing is not time-limited

Provide housing is not contingent on compliance with services.

ESSENTIAL SERVICES

ESSENTIAL SERVICES

Eligible Activities - Case Management

Child Care

Education Services

Employment Assistance & Job Training

Outpatient Health Services

Legal Services

Life Skills

Mental Health Services

Substance Abuse Treatment Services

Transportation

Services for Special Populations

Street Outreach

Eligible Population – Individuals and families who are homeless.

ESSENTIAL SERVICES Major Requirements –

Provide services for the full grant year Year Round Programs: June 1, 2013 – May 30th, 2014

All clients entered into HMIS

Ineligible Activities: Any activities not detailed are assumed to be ineligible. Any cost not directly associated with the supported activity. Advocacy, planning, and organizational capacity building Staff recruitment/training

INTENSIVE HOUSING STABILIZATION PROGRAM

INTENSIVE HOUSING STABILIZATION PROGRAM Eligible Categories of Assistance –

Shelter Prevention Statewide

Shelter/Street Services Statewide

Re-Housing targeting the Chronic Homeless Statewide

INTENSIVE HOUSING STABILIZATION PROGRAM Other Eligibility Requirements –

Client must be homeless but for this assistance (No other housing or financial resources available to them).

Client must be likely to sustain housing once assistance ends.

Client must be willing to participate in case management and financial counseling.

Client must meet income guidelines.

INTENSIVE HOUSING STABILIZATION PROGRAM Shelter Prevention Statewide

Target most likely to present at shelter/street.

Not necessarily those persons with the least housing barriers and/or those who are highly self-sufficient prior to the provision of IHSP services.

Estimated 3-6 months of financial assistance and up to 9 months of case management and financial counseling

INTENSIVE HOUSING STABILIZATION PROGRAM Shelter/Street Services Statewide

Target most likely sustain housing once assistance ends.

Estimated 6-9 months of financial assistance and up to 12 months of case management and financial counseling.

INTENSIVE HOUSING STABILIZATION PROGRAM Shelter/Street Services targeting the Chronically

Homeless Statewide Different from Shelter/Street Services, targets the

longtime users of the system.

Estimated 3-6 months of outreach to engage and prepare clients for IHSP, then an estimated 6-12 months of financial assistance and up to 15 months of case management and financial counseling.

Service Standards

ANTIDISCRIMINATION

Anti-Discrimination CHF Providers are prohibited from using any of the following as

a basis for denying any individuals admission into a CHF-Funded Program: Age (40 and over) Disability Status (Including prior Alcohol & Illegal Substance

Addictions) Ethnicity DOMESTIC VIOLENCE/FAMILY SHELTERS ONLY -

Familial Status (must be made available without regard to actual or perceived sexual orientation, gender identity, or marital status)

Gender Gender Identity

Anti-Discrimination CHF Providers are prohibited from using any of the

following as a basis for denying any individuals admission into a CHF-Funded Program: Language(s) Spoken Literacy National Origin Race/Color Religion/Creed Sexual Orientation Veteran Status

Additionally CHF Providers serving families are prohibited from using the age of a child (under 18) as a basis for denying any family’s admission (including both male and female children).

Anti-Discrimination Intake Procedures:

CHF providers must refrain from asking questions about disabilities, etc. during the intake process until they are admitted into the program.

After the initial intake process is complete, staff shall inform each guest that HMIS is voluntary and that any information gathered will not affect their ability to stay in the shelter/use the program.

After an applicant has been approved for admittance into the program (if the program offers case management), it is permissible to ask the person about disability and other health-related issues.

It is a good practice to have the post-acceptance questioning regarding disability by a supportive services staff member instead of a housing management staff member.

Anti-Discrimination Reasonable Accommodations:

A change in rules, policies or procedures to help people with disabilities access housing or housing-related services.

For example, a rental office that generally provides standard, printed rental applications could, as a reasonable accommodation to a person with a visual disability, provide a Braille version of the application, or provide assistance in filling it out.

Anti-Discrimination However, if providing the requested accommodation

would: Pose an undue financial or administrative burden on

the shelter or housing provider, or Fundamentally alter the nature of the program, the

request is not “reasonable”

Then it does not need to be granted. If a prospective person/household has requested a

reasonable accommodation, CHF provider may ask for verification of the disability and may also request assurances from the person’s healthcare worker or case manager.

Anti-Discrimination A request for a reasonable accommodation shall be granted if

the following conditions are met: The person requesting it has a disability as defined by fair

housing laws, The requested accommodation is necessary to afford the

person an equal opportunity to use and enjoy the dwelling and related services,

Complying with the request poses neither an undue administrative nor financial burden on the housing provider or program, and

Complying with the request will not fundamentally alter the nature of the program.

Antidiscrimination Recommending certain other programs to a

person/household because they have a disability is called steering, and it is just as illegal as telling people of a certain race that they might be more comfortable in another part of town.

TRAINING & STAFF POLICIES

Staff & Training CHF Programs will have sufficient trained staff

(either paid or volunteer) on-site and/or available (on call) during all hours in which clients occupy the premises.

CHF Programs will work to train staff whenever possible on: Infection control policy and procedures First aid CPR

Staff & Training CHF Programs shall provide direct line staff with

training and/or materials regarding: Emergency procedures for medical/psychiatric

crises Emergency procedures for natural disasters Referral procedures to relevant community

resources Ethical Standards (Confidentiality, etc) Other training relevant to the work to be performed

Staff & Training CHF Programs shall have written standards

for ethical conduct of staff, which include but are not limited to: Confidentiality Respect for clients Prohibition of borrowing and lending of money Prohibition of sexual contact and exploitation Prohibition of drug or alcohol use.

Staff & Training The shelter will provide appropriate professional

supervision to all paid staff and volunteers on a regular basis. Direct supervision shall be provided for all interns and new staff, either paid or volunteer, with periodic evaluations of their performance.

RESIDENT RIGHTS AND RESPONSIBILITIES

Resident Rights and Responsibilities

The CHF Programs will promote mutual respect among staff and clients, ensuring that the following client rights and responsibilities are upheld: Clients will be protected from threats or intimidation by

staff or other program participants. Shelter residents will not be denied access to their own

medications and/or appropriate medical treatment. Shelters and residential programs will develop and

implement a set of house rules and resident rights and responsibilities regarding daily operations.


These standard house rules/guidelines shall include but are not limited to requirements for: Resident’s participation, Safety and security procedures, Use of drugs and alcohol, Curfews, and Statement of the shelter’s non-violence policy.

Upon admission into the program, these rules shall be reviewed with all clients and a written copy must be provided. They must also be conspicuously posted.


If an individual arrives at the shelter in a state of intoxication that may endanger the safety of that person or others, shelter staff will call Medical Rescue, and the Emergency Personnel will determine whether the individual is in need of medical attention.

If program fees are charged, the fee will not be higher 30% of the resident’s income. This provision will not be construed to prevent savings plans at higher percentages if funds are returned to residents upon exit.

CASE MANAGEMENT

Case Management

Shelters and residential programs will provide case management services to clients, or insure that clients have access to these services through another agency, while ensuring the following is accomplished:

The shelter will develop and implement a set of written policies and procedures that clearly delineate the provision of case management services to include what specific services are to be provided, how they are to be provided, and by whom.

Information about how to access all case management services will be posted conspicuously in each facility.

Case Management

CHF Programs will post information designed to help residents access public assistance, job search, housing, health, mental health and substance abuse treatment, and food/soup kitchen resources.

Programs will maintain confidential records to document services and referrals provided to each resident.

FOOD AND NUTRITION

Food and Nutrition

Homeless service entities providing food services will comply with all applicable laws and regulations.

Facilities will develop and implement guidelines for safe food storage, preparation, and clean up of all food preparation areas.

Facilities should ensure that meals provide adequate nutrition, following the current USDA MyPlate & Food Pyramid (http://fnic.nal.usda.gov/dietary-guidance/myplatefood-pyramid-resources/usda-myplate-food-pyramid-resources).

HEALTH AND SAFETY

Health and Safety The facility shall comply with applicable local/state zoning,

building, electrical, plumbing, fire, environmental, health and safety codes.

The facility shall utilize spaces in which furniture, appliances, heating/cooling units, walls, floors, roof, windows, lighting and plumbing are safe and fit for their intended purpose.

The facility will be clean and in good repair. Facilities will provide an environment free from all pests. Shelters will provide a bed, mat or crib for each guest except

in extenuating “overflow” conditions and based on size and/or type of shelter. The shelter will provide and maintain safe sleeping areas.

Health and Safety All beds, cots and cribs will meet current safety

standards and be in good working condition. The shelter will provide and maintain clean and safe

restroom facilities to include toilets, sinks and showers/bathtubs.

The shelter will make provision for clean linens and towels for each client.

Facilities and programs will refer all clients who are unable to be served to other agencies.

EMERGENCY PREPAREDNESS

Emergency Preparedness The shelter will provide for safety and security including the

development and maintenance of an emergency manual which outlines: Emergency procedures for disaster and/or violence related

evacuation; Accountability for all persons in case of an emergency; Emergency procedures for communicable diseases; Procedures for individual emergencies including health or

mental health emergencies; Emergency contacts and phone numbers; Location of utility shutoff sites such as water, electric and

gas. Regular safety inspections and evacuation drills shall be

conducted.

OPENING AND CLOSING TIMES

Opening and Closing Times Shelters not operating on a 24-hour basis will create and

implement a policy for extension of their operating hours during inclement weather and during designated emergency situations including, but not limited to: Severe weather, Natural disasters, & Other such situations as designated by governmental

authorities. Shelter policies will allow residents who are employed to

leave for and return from work without penalty.

BANNING CLIENTS

Banning Clients Definitions

Suspension: A "suspension" is defined here as an action whereby a

homeless service provider restricts shelter and/or services to a client for up to three (3) days. A referral to an alternative, equivalent service provider shall be made, if feasible; or a record of why the referral was not possible shall be kept.

Ban: A "ban" is defined here as an action whereby a homeless

service provider refuses shelter and/or services to a client for more than three (3) days.

Banning Clients A service provider has the right and responsibility to protect the

safety of their staff and clients and may resolve a hazardous situation as they see fit.

In extreme cases, such as physical violence or the use of a weapon, etc., it is clearly understood that any of the agency's authorized staff may choose to suspend a client for cause. During that time, a ban may or may not be considered.

Disciplinary action shall be proportional to the infraction. A ban shall be used in only the most intractable of circumstances because of the devastating effect loss of services has on a client.

Each agency shall designate those staff authorized to ban a client, preferably those with social service and conflict management skills. The agency shall have a goal of objectivity in the process and utilize bans only as a last resort.

Banning Clients If a ban is to be imposed, the agencies shall make every

attempt to communicate the following to the client in writing. The reason for the ban; The duration of the ban; Any conditions or stipulations imposed; A referral to an alternative service provider, if feasible; (The agency shall make every attempt to find the client an

available alternative agency that provides equivalent services, or keep a record of why the referral was not possible.)

A description of the agency’s appeals process; and A copy of the Grievance Procedures (“Program

Assurances,” Section H).

Banning Clients Records: For each banning incident, confidential

standardized records shall be kept. Time Limit: Any person who is banned for more than a

six month period may file an appeal with the agency six months from the date of his or her discharge and again every six months after that.

The above Suspension and Banning Standards are distinguished from an agency's right and responsibility to discharge clients due to completion of program and/or non-compliance with program requirements.

GRIEVANCE PROCEDURES

Grievance Procedures A grievance is a formal complaint or allegation

against a provider agency which is covered by the Office of Homelessness' Shelter Assurances and/or any staff members and/or volunteer associated with such a provider agency.

The External Review Committee (ERC) will accept and review grievances from consumers regarding CHF programs.

Depending on the outcome, recommendations for corrective actions may be transmitted to providers and their funding agency(ies).

Grievance Procedures The membership of the External Review Committee shall be equally

weighted:

# Categories

2 Rep of persons experiencing homelessness/formerly homeless

2 Representatives of homeless providers/agencies

1 Representative of a State agency* (with alternate)

*The State agency representative will serve as Chair of the committee.

Grievance Procedures Step #1: Any person wishing to file a grievance must complete the

standardized Grievance Form and submit such to the External Review Committee c/o Darlene Price, Housing Resources Commission, One Capitol Hill - 3rd Floor, Providence, R.I. 02908.

Individual needing assistance in completing this form and throughout the process may consult homeless advocacy organization (Point of contact: RI Coalition for the Homeless).

Step #2: Grievances will be forwarded to the provider agency for response. Grievances will also immediately be forwarded to ERC members for consideration. Written agency responses will be required within two weeks. An agency's response may include actions the agency has taken to correct the issue. An agency's response, or lack of response within two weeks, will be provided to the ERC members.

Grievance Procedures No member of the ERC may participate in the process if an

actual or perceived conflict exists. No meeting can be held without at least one representative in

each of the above categories. On issues requiring a vote, each category will be given one

vote. Decisions will be made by simple majority.

Grievance Procedures Step #1: Any person wishing to file a grievance

must complete the standardized Grievance Form and submit such to the External Review Committee c/o Darlene Price, Housing Resources Commission, One Capitol Hill - 3rd Floor, Providence, R.I. 02908.

Individual needing assistance in completing this form and throughout the process may consult homeless advocacy organization (Point of contact: RI Coalition for the Homeless).

Questions

CHF Policies and Procedures Webinar January 2013.

Documents

Transcript of CHF Policies and Procedures Webinar January 2013.