FORKIDS REGIONAL HOUSING CRISIS HOTLINE Beyond Housing Conference January 12, 2017

ForKids is now the largest service provider to homeless families in the State of Virginia. Daily Service Capacity 200+ Families (full-model) Annual Capacity 49,000 (extended programs) 1,250 (full model) 95 Staff 70 Full-Time $6.7+M Operating Budget

The ForKids Model HOUSING EDUCATION CRITICAL SERVICES Emergency Housing Supportive Housing Rapid Rehousing Prevention EDUCATION Assessment, tutoring, school advocacy Adult life skills CRITICAL SERVICES 9 months Case management Physical and mental health Employment and housing placement The ForKids Model

90% Children Advance to the Next Grade FULL MODEL 1,250 PEOPLE 91% Households Exit to Appropriate Housing 90% Children Advance to the Next Grade *3-year average from 2015-2017 EXTENDED PROGRAMS 49,000 PEOPLE Housing Crisis Hotline Aftercare Support Good Mojo In-Kind Goods Holiday Programs FORKIDS IMPACT FY17

Service Area 3,059 sq. miles 14 cities & counties 4 CoCs Urban, suburban, rural Population: 1.5M

Housing Crisis Hotline

Housing Crisis Hotline (HCH) History 2010: ForKids started hotline for internal use 2011: Became Norfolk call center 2012: Started entering data into Call Point 2014: Started placement for Virginia Peninsula (5+ cities) 2016: Started as Central Intake for Virginia Beach 2017: Began placement for City of Portsmouth

Growing Community Stakeholders 12 13 14 15 16 17 Community Contributions ( City of Norfolk SSVF City of Suffolk Virginia HUD City of Virginia Beach

Increasing Impact Call Volume by Fiscal Year Total Calls Calendar Year 2017: 41,146 Year Total Calls FY13 15,228 FY14 16,903 FY15 22,152 FY16 27,478 FY17 37,738

Community Collaboration & Decision Making Hotline Referral Partners System Implementation Feedback and Continuous Improvement Procedure Development Regional Practice Sharing Hotline Advisory Board (in the works) Policy Development & “Big Picture” System Work Data Validation & Dissemination Advocacy Resource Development

The Referral Family Hotline-Referred Housing Resources Other Housing Outreach, Assessment and Connection Hotline-Referred Housing Resources Other Housing Referring Partners General Community

Data Collection HMIS-Homeless Management Information System ResourcePoint-Module in HMIS used to manage programs and resources in the region ClientPoint-HMIS module used to store program level data Collects detailed data for households enrolled in housing/shelter programs Limited visibility and sharing between providers CallPoint-HMIS module used for initial screening Collects information that is essential for program placements Information can be shared across many partner agencies in real time Ability to report on all people seeking assistance, not just those enrolled in services

CallPoint Demo https://shelterlink.servicept.com/com.bowmansystems.sp5.core.ServicePoint/ind ex.html#mainPage

Reporting Capabilities: CallPoint/HMIS Calls & Callers Need Codes Referrals Identified City

Staff and Customer Service Metrics 75% of all incoming calls answered within 75 seconds Average call time of 8 minutes Staff available for calls 85% of staffed hours Minimum of 3 silent monitored calls/month Partner feedback

Reporting Capabilities: Smart Phone System Hotline Activity

Smart Phone System Staff Availability

Smart Phone System Reports Name ACD Calls Short Duration Calls Calls Completed in Service Level Bounced Calls Transferred Calls Doc 32 3 20 Grumpy 33 7 26 1 Sleepy  22 2 11 Happy 49 12 Sneezy 23 14 Bashful 25 19 Dopey 36 5 28

Services/Support offered to callers based on acuity of crisis

Secrets of Success Zenmaster Paris: Positive Communication w/ Referring Partners Trauma-Informed Customer Service “Tactfully Zappos” & Waffles: Healthy, fun call center culture that reduces turnover Data Fixation: We measure everything, it makes us and our partners stronger

New Directions MOA w/ Virginia Beach Public Schools to enter McKinney- Vento data: then a comprehensive housing needs report Separating “Hotline LLC” Disaster work Broader referral partnerships: connecting to prevention, healthcare, financial services, etc.

Thaler McCormick, Chief Executive Officer (757) 622-6400 ext. 101 Thaler McCormick, Chief Executive Officer (757) 622-6400 ext. 101 tmccormick@forkidsva.org Shirley Brackett, Crisis Response Director (757) 622-6400 ext. 119 sbrackett@forkidsva.org