become an even better rapid re-housing program - b.3cdn.net · presentation overview ... –low to...
TRANSCRIPT
Become an Even Better Rapid Re-Housing Program
Beth Fetzer-Rice, MSW, LISW-S Director of Housing & Disaster Services
The Salvation Army in Central Ohio
National Alliance to End Homelessness July 17, 2015
Presentation Overview
• TSACO Programming
• Program Evaluation
– Outcomes/Balanced Scorecard
– Consumer Feedback
– Staff Performance Review/Reward
• Lessons Learning
The Salvation Army
in Central Ohio
• 8 Rapid Re-Housing Programs/31 Staff
• 700 - 750 Households
• Families, Individuals & Transitional Age Youth
The Salvation Army
in Central Ohio
• Columbus/Franklin County
• Suburban/Rural Counties
• 4 County - Region 10
• 11 County – SSVF
• Ohio Balance of State – 80 Counties
• (Non-entitlement communities)
The Salvation Army
in Central Ohio
• Culture of Housing/Housing First
– Minimal Barriers to Entry/Participation
– Low to Zero Income
– Strengths Based Philosophy
– Mobile/Home-Based Supportive Services
– Progressive Engagement
TSACO
Program Evaluation
• Balanced Scorecard
• Evaluates multiple indicators to determine overall success of program
• Indicators and Benchmarks determined by each CoC/community
TSACO
Program Evaluation
• Columbus/Franklin County
• UFA
• Performance Outcome Plan
The Salvation Army
in Central Ohio
• Ohio Balance of State
• Performance Measurement Plan
The Salvation Army
in Central Ohio
• Monthly Reports run by TSA staff
• Quarterly Reports run by CoC Lead
• Yearly Program Evaluation by CoC Lead and TSA
The Salvation Army
in Central Ohio
• Google Doc & Excel Spreadsheets to track additional Measures
– TAY
– Client Satisfaction
– HMIS Entry Times
• Individual Team Member Outcome Review
The Salvation Army
in Central Ohio
Consumer Feedback :
Housing First but not Housing Only
• Satisfaction surveys
• Exit Interviews/Case Mgmt review
• Consumer Stories - highlight HH and staff success
• Tenant Council Meetings/Landlord Meetings
The Salvation Army
in Central Ohio
Staffing
• Wkly Team Meetings/Case Review
• Bi-wkly Individual Supervision Mtgs.
The Salvation Army
in Central Ohio
Staffing
• Review Balanced Score Card and Google Doc outcomes
• Discuss results of Satisfaction surveys
• Celebrate success/Areas for improvement/Performance Evaluation
The Salvation Army
in Central Ohio
Staffing
• Make goals for personal improvement not just program
– Licensure
– Degree
The Salvation Army
in Central Ohio
Staffing
• Celebrate Success Big & Small
– $500 bonus from UFA/System passing yearly Standard Review & Audit
– Potlucks/Smaller team bldg meetings
– Fun certificates for an awesome job
– Take staff out for coffee/lunch for their Performance Evaluation
The Salvation Army
in Central Ohio
Lessons /Areas for Improvement
• Use Data and Staff/Consumer Feedback to identify potential Issues & Needed Resources
– Ex. Vocational training outcome low in J2H….Why?...Disconnect between funding request and target population.
The Salvation Army
in Central Ohio
Lessons /Areas for Improvement
• Use Data and Staff/Consumer Feedback to identify Potential Issues and Needed Resources
– Ex. LoS increasing – is it system or case manager causing slow down?
– Inspections or missed Home Visits?
– Do we need to advocate for a change in benchmark or staff training?
The Salvation Army
in Central Ohio
Lessons /Areas for Improvement
• Use Data and Staff/Consumer Feedback to identify Potential Issues and Needed Resources
– Ex. Satisfaction Surveys have poor scores/not turned in.
– Staff Issue; Attitude, time mgmt?
– Dig deeper; spot checks w/ HH & LL
– Home Visit shadowing
The Salvation Army
in Central Ohio
Lessons /Areas for Improvement
• Use Data and Staff/Consumer Feedback to identify Potential Issues and Needed Resources
– Identify training to help with a specific new issue or to get back on track
– Ex. Housing First, Trauma Informed Care, etc.
The Salvation Army
in Central Ohio
Lessons /Areas for Improvement
• Programs are only as good as your staff on the ground
– Recruit the best: Start w/ the Interview
– Understand the big picture of outcomes and system; where do they fit, what is their role
The Salvation Army
in Central Ohio
• Programs are only as good as your staff on the ground
– Recognize and validate the struggles
– Make sure to recognize and appreciate
– Continual Training on Core Values
• Motivation Rewards Survey: What way does staff like to be motivated and rewarded?
Contact Information
Beth Fetzer-Rice, MSW, LISW-S
Director of Housing & Disaster Services
The Salvation Army in Central Ohio
966 East Main Street
Columbus, OH 43205
614-437-2148