Diversion A Conflict Resolution Approach to Keeping People Housed

Diversion A Conflict Resolution Approach to Keeping People Housed
Diversion - Trainer's Manual Diversion A Conflict Resolution Approach to Keeping People Housed CLEVELAND MEDIATION CENTER Trainer’s Manual of the PowerPoint Presentation Ed Boyte (216) Copyright © 2016 Cleveland Mediation Center

Diversion - Trainer's Manual
Agenda -- Day One Morning afternoon About Cleveland Mediation Center Conflict Resolution Introductions and Training Expectations Role of Diversion in Ending Homelessness Prevention Principles - National Alliance to End Homelessness Break Coordinated Assessment and Diversion Lunch Diversion Demonstration Reversing the Downward Spiral Break Listening – Non-Judgmental and Empathic Practice Copyright © 2016 Cleveland Mediation Center

Agenda -- Day Two Morning afternoon Diversion Steps Discovering Clients Strengths Break Diversion Outcomes Diversion Introductions with Observations Practice Lunch Practice Questions Copyright © 2016 Cleveland Mediation Center

About Cleveland Mediation Center
Diversion - Trainer's Manual About Cleveland Mediation Center Cleveland Mediation Center (CMC) is a 501(c)3 non-profit organization founded in Cleveland Mediation Center promotes just and peaceful community in Northeast Ohio by honoring all people, building their capacity to act, and facilitating opportunities for them to engage in conflict constructively. (page 2 in book) Copyright © 2016 Cleveland Mediation Center

Applying the Empowerment Theory of Conflict to Crisis
Diversion - Trainer's Manual Applying the Empowerment Theory of Conflict to Crisis In 2009, CMC presented to the Ohio state- wide Domestic Violence Conference on work they did with the Domestic Violence Center’s staff and residents of its shelter. Mediators listened to staff and heard from residents in an effort to ease tensions. CMC discovered something – the specific traits of empowerment* in people experiencing conflict applies to people experiencing crisis - in this case the crisis of domestic abuse as well as homelessness. Can we apply similar strategies to people in crisis that we do to people in conflict? (page 2 in book) *Additional Reading: The Promise of Mediation, Folgers and Bush, Jossey-Bass, 2005. Copyright © 2016 Cleveland Mediation Center

Conflict Resolution Approach
Diversion - Trainer's Manual Conflict Resolution Approach Homelessness is a crisis – as in conflict, persons in crisis are less able to clearly think through problems and advocate for themselves than they are when not in crisis. First listen and validate their experience. Be non- judgmental. Client-centered. Don’t assume what people need; help them articulate their needs. (page 3 in book) Copyright © 2016 Cleveland Mediation Center

Conflict Resolution Approach
Diversion - Trainer's Manual Conflict Resolution Approach A strength-based approach helps clients identify and mine strengths, successes and resources they’ve used in the past to help them with this episode of homelessness. Support and trust that people want to succeed. Help them identify their own strengths and successes in their life that can help them with this crisis. (page 3 in book) Copyright © 2016 Cleveland Mediation Center

Introductions Hola! Hello! Bog! Shalom! Marhaba! Please meet someone new, learn a bit about them, then introduce them to the group. Name, where they work, role. Favorite activity this season. Any specific training expectations? Kon’nichiwa! Salut! Hujambo! Hallo! Ciao! Ahoj! Keep the individual time to 10 minutes, then watch that the introductions are not too long. If really short on time, delete #2 (favorite season). On flip chart write down training expectations. At the end go over them, clarifying which ones we are able to address. Perhaps the other ones could go on a parking lot page – items to be addressed at a later date outside the training. Copyright © 2016 Cleveland Mediation Center

Goals (small groups) Discuss the following in small groups: How do you describe diversion? What are the benefits of diversion? What skills do you think are most important for diversion staff? Please have one person in each group record notes from your group discussion. How do you describe diversion is not a right or wrong question, but to gauge where people are in their understanding of diversion. Copyright © 2016 Cleveland Mediation Center

When and Where Diversion Can Happen
Diversion - Trainer's Manual When and Where Diversion Can Happen Traditional Prevention Own- Place- Doubled Up Emergency Shelter Diversion Rapid Re-housing Prevention can be any time before shelter stay. Diversion is a prevention activity - moving prevention right to the shelter door. Diversion can happen in person, on the phone, or a combination of both. Diversion is a PREVENTION activity moved to the last moment before homelessness (i.e. the shelter or coordinated intake). I also gage what other prevention services and assistance in available in the community. Finally – diversion techniques can be used later/in other circumstances. Copyright © 2016 Cleveland Mediation Center

Diversion Is… Empowering persons facing imminent homelessness to identify safe and appropriate housing options (other than the street/car/shelter), and assisting them in avoiding shelter and returning immediately to housing. NOT a barrier to shelter. Focus is on empowering persons in crisis to begin regaining control over their situation and lives. These approaches and techniques may also be very helpful for persons already homeless, i.e. rapid rehousing clients. Note and address any questions or concerns. Note that STAFF focus is on empowering the clients – we help THEM figure out the diversion options. (page 4 in book) Copyright © 2016 Cleveland Mediation Center

Diversion Outcomes Permanently back with friends or family Return to their own residence Temporarily diverted as they seek new housing Relocating permanently to safe place out of town We will of course cover these four in the training…. Copyright © 2016 Cleveland Mediation Center

National Alliance to End Homelessness: Principles for Homeless Prevention Principle ONE: Crisis resolution Principle TWO: Client choice, respect, and empowerment Principle THREE: Provide the minimum assistance necessary for the shortest time possible Principle FOUR: Maximize community resources Principle FIVE: The right resources to the right people at the right time Break into groups – each group with a different principle. Groups take 5 minutes for discussion, and then each group reports back. During debrief, clarify lightest touch and progressive engagement. (page 5 in book) Copyright © 2016 Cleveland Mediation Center

Principle One: Crisis Resolution
Diversion - Trainer's Manual Principle One: Crisis Resolution Homelessness is a crisis for the person experiencing it. Responses must include: Rapid assessment and triaging. Focus on personal safety as the first priority De-escalation of the person’s emotional reaction. Definite action steps the individual can successfully achieve. Returning the person to control over their own problem- solving. Go over these only briefly since we just did this as a group exercise. Copyright © 2016 Cleveland Mediation Center

Principle two: Client Choice, Respect, and Empowerment
Diversion - Trainer's Manual Principle two: Client Choice, Respect, and Empowerment Staff must help people in crisis regain a sense of control. Focus on the client’s goals, choices, and preferences. An unwavering respect for their strengths, and reinforcement of progress are essential for empowerment. This does not mean clients are protected from the natural consequences of their actions. Copyright © 2016 Cleveland Mediation Center

Principle three: Provide the minimum assistance necessary for the shortest time possible. Progressive engagement as in RRH, but clients must re-qualify under prevention. Other than paying back rent, what are some examples of lesser amounts of assistance that help people become housed? Copyright © 2016 Cleveland Mediation Center

Principle four: Maximize Community Resources
Diversion - Trainer's Manual Principle four: Maximize Community Resources Lightest touch. Reserve shelter beds for those in need. Connect people to benefits. Copyright © 2016 Cleveland Mediation Center

What Causes Homelessness?
Diversion - Trainer's Manual What Causes Homelessness? _________ + X = Homelessness X = __________ Wealthier areas include many people who face domestic abuse, drug or alcohol addiction and/or mental health issues, but we rarely see people from means in shelter or on the streets. Does society - or sometimes even providers - only focus on the first part of the equation, essentially placing responsibility and blame on the person facing homelessness? Start by asking the group what causes homelessness? Then write these down on the left side of flip chart paper. (Usually its things like eviction, DV, mental health, losing a job etc). If they offer poverty, write that down on the right side. If they don’t, then ask if we often see people from middle class or wealth enter shelter. Job loss, mental health and DV occur across the income spectrum, yet it is only those in poverty who experience these crisis that become homeless. The point? 1. Recognizing that the burden of poverty means low income people are often one crisis away from homelessness because 2. They don’t have the same financial supports that others do, and 3. Focusing on only the left side can lead to blaming those facing homelessness when in fact the same things occur to others, but it only makes those in poverty homeless. (page 5-6 in book) Copyright © 2016 Cleveland Mediation Center

Referrals, Coordinated Assessment, and Diversion Questions
Diversion - Trainer's Manual Referrals, Coordinated Assessment, and Diversion Questions How will those facing homelessness know where to go? Where will referrals come from? Will all clients need shelter tonight – or will some not quite be at that point? When, where, and with who will diversion conversations happen? Options used in other communities: 211 refers those facing imminent homelessness to Coordinated Assessment for Diversion, and if necessary, shelter. 211 is Coordinated Assessment and conducts diversions over the phone. Diversion is conducted at multiple locations – no wrong door approach. (page 6-7 in book) Copyright © 2016 Cleveland Mediation Center

Coordinated Assessment Analogy
Diversion - Trainer's Manual Coordinated Assessment Analogy Think of Coordinated Assessment as the emergency room of homeless services. Patient (client) comes for emergency service. Patient is triaged (Coordinated Assessment). Multi-disciplinary approach to treating and releasing. ER’s and hospitals in general operate from a treat and release as soon as possible approach. Other than cost/insurance coverage, why is there such a focus on quickly releasing back home? Why is this also true for shelters? (page 7 in book) Copyright © 2016 Cleveland Mediation Center

Funding Diversion Diversion assistance can be: Less expensive than: Simple phone conciliation (no assistance funds) Mediation + small amount of food ($35) Greyhound bus ticket ($30-$500) Other assistance like utility bills or back fees ($200) First Month Rent + Deposit ($1000+) Rapid Rehousing ($5000 +) Shelter stay (Shelter bed is $8600 more than Sec 8 subsidy)* Street homelessness ($2414 more in hospitalization vs. housed person) * Not every community has the same funding or is on the same timetable in receiving funding. Two points: Assistance IS important in diversion (poverty = lack of resources) Small amounts can go a long way (page 8 in book) Copyright © 2016 Cleveland Mediation Center

Diversion Work Help people determine if it’s possible for them to stay anywhere else that’s safe, other than a shelter. Financial assistance is used for food, local and Greyhound bus tickets, grocery and gas station gift cards, or utility assistance that can be used to help people stay with friends or family. Federal ESG funds for back rent or first month’s rent and deposit. (page 8-9 in book) Copyright © 2016 Cleveland Mediation Center

Diversion Work (cont.) Most people have been doubled up – staying temporarily with friends or family. When these situations become unmanageable, people come to the shelter. Some may need their own housing, and if they believe they can afford to maintain their own place, they are offered assistance. Look for: Safe options Long term housing options (page 8-9 in book) Copyright © 2016 Cleveland Mediation Center

Staffing Diversion Consider Logistics Where are when will diversion staff meet with clients? Is there a space for a conversation (not just an intake)? Hiring the right staff is key Expect well-qualified people to apply and not be quite the right fit. In the second round of job interviews, applicants interview staff as if staff were clients. Look for rapport and empathy – does the candidate have the ability to empower the client? If so, we can teach the specific skills. (page 9 in book) Copyright © 2016 Cleveland Mediation Center

Job Posting Example (Part One)
Diversion - Trainer's Manual Job Posting Example (Part One) Cleveland Mediation Center seeks energetic, non-judgmental candidates to join our Shelter Diversion team – we use conflict resolution strategies to divert clients seeking shelter. We seek to empower persons to chart their own path back to housing, and then assist them in helping them implement their plan. Diversion staff helps newly homeless persons 1. Identify and implement strategies that will prevent them from having to actually enter shelter 2. Secure permanent housing (if the immediate alternative to shelter isn’t permanent.) CMC uses an empowerment approach based on conflict theory. We seeks to bolster persons’ own ability to think for themselves, weigh and consider options, advocate for their own needs and ultimately act on their own behalf. Similar to people in conflict, persons in crisis (like homelessness) often experience diminished confidence, clarity and lessoned ability to access resources. Consistent with the conflict resolution philosophy of empowerment CMC is client-centered and uses a housing first philosophy. This position, as well as the others on the team, will have a schedule rotation that includes weekends, days, nights and holidays. This is a full-time position, with a competitive salary, health insurance, vacation and retirement. CMC strongly encourages persons from diverse backgrounds to apply, including persons fluent in Spanish and ASL. (page in book) Copyright © 2016 Cleveland Mediation Center

Job Posting Example (Part Two)
Diversion - Trainer's Manual Job Posting Example (Part Two) Qualifications Commitment and ability to engage in an empathetic, non-judgmental way with people in stressful situations -- to establish rapport in order to help them resolve their immediate housing crisis. Needs to be cultural competent across all populations. Ability to work effectively in emergency situations. Be versed in and have a commitment to use conflict resolution and mediation skills. Basic mediation training preferred. Strong organizational skills in order to efficiently organize records, track data, and provide written reports. Undergraduate degree preferred. Appropriate life experiences and the skills in #7 also considered. Able to work independently and with partners from other agencies. Ability to communicate clearly and effectively in writing and , MS Word and MS Excel. To apply Cover letter and resume via as an MS Word or PDF attachment to… (page in book) Copyright © 2016 Cleveland Mediation Center

Thinking About Homelessness (small groups)
Diversion - Trainer's Manual Thinking About Homelessness (small groups) Are there any characteristics of homelessness that are unique to your area? What are the risk factors for persons when they stay in shelter? On the streets? What risks especially affect: - Families? (F) - Youth? (Y) - Older adults? (O) - LGBTQ? (Q) - Disabled? (D) - Others? Please have one person in each group record notes on flip chart paper. Question one do as a group. Then half the groups do risks while in shelter and other risks while on the street. After they get the list add F,Y,O,Q,D. (Note it is NOT risks to becoming homeless , rather the threats people face once they ARE homeless. Ask what is the purpose of the exercise as it relates to diversion? (I.e. who needs to know this?) Clients so they understand how shelter is a last resort (should not be seen as they way to access housing). Family members who may not see the risks to especially children if they cannot or will not help. Us – can we prioritize diverting those at greatest risk? Copyright © 2016 Cleveland Mediation Center

Reversing the Downward Spiral
Diversion - Trainer's Manual Reversing the Downward Spiral Copyright © 2016 Cleveland Mediation Center

Impact of Conflict and Crisis
Diversion - Trainer's Manual Impact of Conflict and Crisis Conflict and crisis impedes the ability to: Be hopeful and confident Clarify goals Effectively advocate for oneself -- take back control of their lives Have positive interactions with other people How do we help clients become calm and clear so they can better engage with family members, employers, landlords, and staff? (page 12 in book) Copyright © 2016 Cleveland Mediation Center

Impact of Crisis on Self Worth
Diversion - Trainer's Manual Impact of Crisis on Self Worth Empowerment Shifts Experiencing conflict and crisis makes people shut down, and become defensive/closed off. Our job is to help people shift gradually to the right -- empowered – side. Weak Unsure Hopeless Unclear Frustrated a Powerful Confidant Optimistic Organized At Ease (page 12 in book) Copyright © 2016 Cleveland Mediation Center

How People In Crisis View Others
Diversion - Trainer's Manual How People In Crisis View Others In the midst of crisis people tend to be protective, defensive, and not open to others. As we help them become empowered, they are more able to listen, consider, and negotiate with others. Recognition Shifts Closed Suspicious Self Absorbed Ignoring Dismissing a Open Trusting Generous Listening Negotiating (page 13 in book) Copyright © 2016 Cleveland Mediation Center

Reversing the Downward Spiral
Diversion - Trainer's Manual Reversing the Downward Spiral First helping people feel empowered about themselves allows them to open up and engage in a more productive way with others (staff, family, landlords, employers, etc.). Empowerment (View of self) Recognition (View of others) (page in book) Copyright © 2016 Cleveland Mediation Center

How Can We Help Change The Dynamic?
Diversion - Trainer's Manual How Can We Help Change The Dynamic? Diversion Is… Empowering persons facing imminent homelessness to identify safe and appropriate housing options (other than the street/car/shelter), and assisting them in avoiding shelter and returning immediately to housing. NOT a barrier to shelter. Focus is on empowering persons in crisis to begin regaining control over their situation and lives. Hopefully people have already said Listening. Listening is simpler – and harder – than people think. (page 14 in book) We start the empowerment process by __________. Copyright © 2016 Cleveland Mediation Center

Listening Why do it? What might listening accomplish? What is hard or easy about this? What is active listening? What is empathetic listening? National Alliance on Mental Illness: Empathy is the intimate comprehension of another person’s thoughts and feelings without adding our own judgment or expectations. Listening is first for the speaker – to help them be heard, understood, to help them get clear about their own story, They may have told bits and pieces of their story before but this may be the first chance they get to tell from beginning to end, uninterrupted. Listening shows we care. Secondly it’s for staff to gather information. Active Listening: Body Language, showing attention to the speaker, being able to paraphrase back . (page 15 in book) Copyright © 2016 Cleveland Mediation Center

Listening Skill Building
Diversion - Trainer's Manual Listening Skill Building What helps you prepare, get centered to listen? Physical Preparedness: R - Relaxed O - Open L - Leaning towards the speaker E - Eye Contact S - Squared toward speaker Note Taking Good body language communicates to the speaker that we are interested in hearing them. But it also helps us get and maintain attention. Think of a very hard time for you to listen (end of the day, when reports are due, after other difficult cases) – body first, mind will follow can really help us. Eventually muscle memory will help us get and stay focused. If and how can we take notes without losing interest and empathy? (page in book) Copyright © 2016 Cleveland Mediation Center

Listening Skill Building (cont.)
Diversion - Trainer's Manual Listening Skill Building (cont.) Acknowledge by: Paraphrasing Open-ended questions help the speaker illuminate what they are saying. Examples: Can you tell me more about… ? Has this happened before? Helpful, non-judgmental questions include: What has worked well for you in past similar experiences? What options are you thinking of? How do you best make decisions? -This is not to pry information, but to give them a chance to say more if they would like. -This is not to ask about motives (“Why did you do it this way”) – “Why” questions can make people defensive and can even escalate the conflict. (page in book) Copyright © 2016 Cleveland Mediation Center

Getting Clearer (partner activity)
Diversion - Trainer's Manual Getting Clearer (partner activity) Pair off with another person. Each person think for a moment about something that is on your mind – a decision you need to make, a problem, or something you are trying to figure out. The purpose is to have someone listen to you, not give you advise, but help you feel clearer, gain insight, help you think through or be more confident about your situation. Take about 10 minutes each telling your story to the other, and then we switch listener/speaker roles. Listeners: Do not offer opinions or give advice. The purpose is to: practice speaking and being heard (Later debriefing what it was like to be listened to) and 2. to be the listener and keep the problem with the speaker. We are NOT roleplaying – use real examples and be natural in your paraphrase (usually shorter paraphrase than with clients.) Purpose is the help the speaker be more clear about their Issues – understand it better, have clearer action steps, or Identify information they need to make the decision, etc. Copyright © 2016 Cleveland Mediation Center

Keys to Success Hiring the right staff – Emphasize candidates’ beliefs and attitudes, and have them demonstrate their skills during the interview process with staff providing crucial feedback. Evidence-based tracking via HMIS (Service Point) helps demonstrate effectiveness. Funding - Flexible dollars for bus tickets, food cards and ESG or other funds for rental assistance. Cleveland’s goal is to is to divert 20-25% of clients entering shelter. (page 16 in book) Copyright © 2016 Cleveland Mediation Center

Cleveland Mediation Center Diversion Numbers
Diversion - Trainer's Manual Cleveland Mediation Center Diversion Numbers Singles includes both men and women. Number diverted does not include temporary or people on shelter wait list diversions. Number diverted does include those that stayed in shelter one or two nights before being diverted 2013: Singles diverted= 330 men plus 75 women (405 singles total). Families diverted= 485 We don’t have data for how many clients CMC met with total in 2013 2014: Singles seen: 1279 men, 546 women (1825 total singles seen). 248 men and 112 women diverted (360 total singles diverted). Families seen: 721. Families diverted: 211 2015: Singles seen: 511 men, 484 women (995 total singles seen). 128 men and 62 women diverted (190 total singles diverted). Families seen: 483. Families diverted: 87 (page 17 in book) Copyright © 2016 Cleveland Mediation Center

Step One: Introductions
Diversion - Trainer's Manual Step One: Introductions How can we help them return to housing? Briefly introduce yourself. Name, organization, role Describe the conversation Hear their experience Note in video, “One of the things I do is try to reconnect people to friends and family.” Our focus is on helping people stay out of shelter. Shelters are for emergencies – so people don’t freeze to death on the streets or get asphyxiated in their cars. (page 18 in book) Copyright © 2016 Cleveland Mediation Center

Step Two: Active Listening
Diversion - Trainer's Manual Step Two: Active Listening Keep this listening step separate from problem-solving. Body language Paraphrasing Empathy (page 18 in book) Copyright © 2016 Cleveland Mediation Center

Step Three: Strength Exploration
Diversion - Trainer's Manual Step Three: Strength Exploration What were things like for them when things were going better? Explore past strengths – this step has two purposes: Help identify times when they have been of help or support to others. Begin to identify networks and support persons that may be able to help them with income or housing. Who have they helped? Who are their allies, friends, and family members? A crisis is the time to teach new skills, we want to help people identify their strengths, skills, resources and networks. Help them go from feeling solely dependent to recognizing that they have interdependent relationships with family, friends, those in church, employers etc. Even if they mostly have received the benefits of staying with a family member, how have they contributed? Can they increase the amount of work or funds they contribute? (page 19 in book) Our clients may feel dependent – we can help them remember times of interdependence. Copyright © 2016 Cleveland Mediation Center

Group Exercise Imagine this scenario: Your client and two children rented a house for two years. Client moved out before eviction and stayed with Mom for almost a year. Mom has given the client 3 days to move out – another child and her kids live there. Client has high school diploma. Client works part time at fast food restaurant. Other parent contributes small amount of child support and helps out some with child care. Copyright © 2016 Cleveland Mediation Center

Group Exercise (cont.) Goal – to uncover strengths, successes, and networks. Each group will focus on a different aspect of this story. Group One Think of all the aspects (strengths, skills, successes, networks) that went into finding and maintaining clients own housing. Group Two Think of all the aspects (strengths, skills, successes, networks) that went into finding and maintaining clients job at restaurant. Group Three While being doubled up with Mom, how did client contribute to the household? How was client helped, and how did client help others? Circulate to help the groups out. Make sure they think of skills, networks and people: Landlords know other landlords, Employers know other employers. Who goes to church? (Employers, teachers, landlords etc.) How many people get written recommendations from past landlords or employers? How can we help our client get a leg up on the competition? At the end of the exercise have the groups report out, using the large flip chart paper. Copyright © 2016 Cleveland Mediation Center

Strengths and Resource Exploration
Diversion - Trainer's Manual Strengths and Resource Exploration Using a client’s previous apartment as an example of: successes (paid rent), relationships (knows landlord) and networks (knows neighborhood) Own Apt. Paid Rent Knows Landlord Found own place Knows Neighbor-hood Which areas does our client need help in identifying skills, people and resources? What needs do they identify? Employment, school, work, own apartment? After we help them identify possible options stand back with them and see which options make sense to them. We also have helped them generate back up plans. (page 19 in book) Copyright © 2016 Cleveland Mediation Center

Step Four: Moving Forward
Diversion - Trainer's Manual Step Four: Moving Forward What other needs has the client identified? After we have listened, then explored past strengths, what housing options do they want to pursue: Going back to live with friends and family. Returning to their own residence. Temporarily diverted as they seek new housing. Relocating to a safe, permanent place out-of-town. Going back to their last residence is only one diversion outcome. (page 20 in book) Copyright © 2016 Cleveland Mediation Center

Diversion Outcomes Permanently back with friends or family Return to their own residence Temporarily diverted as they seek new housing Relocating permanently to safe place out of town (page 21 in book) Copyright © 2016 Cleveland Mediation Center

Outcome One When? Under what circumstances? - No better option - No housing history - No income history How can our client contribute to the household? How can our client use this time to further education and/or employment opportunities? When is a doubled up situation safe and appropriate? The strength identification exercise may be very helpful here. HOW can our client make this time they stay with family (or friends) different than before? What can they contribute? How can this housing placement help them achieve goals like job training, education or finding work? (page 21 in book) Copyright © 2016 Cleveland Mediation Center

Outcome Two When? Under what circumstances? Walk-Aways (have lease but cannot pay current or back rent) Non-DV relationship issues (significant other is in home) Previous places they have lived are options (i.e. parents) This outcome may be more common in tight rental markets where people try hard to avoid evictions on their record. Is there prevention/back rent help in your community? (page 22 in book) Copyright © 2016 Cleveland Mediation Center

Outcome Three When? Under what circumstances? Wish to live on their own and have done so before Current or past income Good for persons with employment/income history AND their own housing history. They need to go back with friends or family (not stay in shelter) while they find a new place. Allow time for inspection, rejected applications etc. Cleveland found that approximately ¼ of those diverted qualified for this type of assistance (first month’s rent and deposit). (page 22 in book) Copyright © 2016 Cleveland Mediation Center

Welcome to your New Home!
Diversion - Trainer's Manual Welcome to your New Home! How can our clients see themselves as consumers in a business transaction with their landlord? Help clients consider: A walk through before moving in Discussing how and when rent is paid How to discuss repairs with landlord Fallback plans if they have a change in income How can our clients see themselves as consumers in a business transaction with their landlord? (page 23 in book) Copyright © 2016 Cleveland Mediation Center

Outcome Four Are the clients support systems elsewhere? When? Under what circumstances? Safe, appropriate host Support systems – family, friends, employment, education How? Confirm with host (30 day minimum) What travel and other logistics do we need to work out? Use a flip chart to help think through all the details needed. We do not divert to a shelter. (page 24 in book) Copyright © 2016 Cleveland Mediation Center

Diversion Outcomes Permanently back with friends or family Return to their own residence Temporarily diverted as they seek new housing Relocating permanently to safe place out of town Copyright © 2016 Cleveland Mediation Center

Troubleshooting What’s the reason for them being stuck? Can we help them address their concerns? Buyers Remorse Listen Validate Empathy What happens if they do not get diverted? (page 24 in book) Copyright © 2016 Cleveland Mediation Center

Reality Testing Decisions
Diversion - Trainer's Manual Reality Testing Decisions The agreements and decisions need to work for the parties (not for us). By starting with what has worked previously, we increase the odds of it working again. If you have a concern – do not ignore it – use that as an opportunity to help our client think through their options and decisions. (page 25 in book) Copyright © 2016 Cleveland Mediation Center

Questions When Reality Testing
Diversion - Trainer's Manual Questions When Reality Testing How would this look? What is the timeline? Have you done something like this before? What other options have you considered? What resources do you have to carry this out? In case this does not work out as well as you would like, would you like to explore a back-up plan? (page 25 in book) Copyright © 2016 Cleveland Mediation Center

Think Housing First Persons that are home-LESS need a home. Not necessarily anything else. Our experience is that its best to be aggressive in who we house (i.e. may not have firm employment, but has history of paying own rent). Demographically, many housed people look the same as those entering shelter – income, education, AOD, family size, so let’s return them to housing, where they can chart their own next steps. Our experience is that those we can’t divert – or didn’t take a chance on – languish in shelter, often experience conflict and stress. (page in book) Copyright © 2016 Cleveland Mediation Center

Questions, Suggestions, Ideas?
Diversion - Trainer's Manual Questions, Suggestions, Ideas? Remember to listen first, understand, validate. Be empathetic. Leave no stone unturned in helping people think of safe places they can live or stay other than the street or shelter. Help people think through options – help them clarify their choices and the steps needed to carry out their plan. If a client is difficult: Remember that homelessness is a crisis and people are usually not at their best when under this stress. Help them realize strengths and resources they have forgotten. Visualize sitting next to them, supporting them in how they choose to address the problem. (page 26 in book) Copyright © 2016 Cleveland Mediation Center

Glossary Housing First – (replaces Housing Readiness) Approach of quickly getting people in homelessness back into housing (market or subsidized). Less expensive for society Faster, more humane, Allows parties to then address other issues while housed (e.g. education, job training, mental health, drug/alcohol etc.) Rapid Re-housing (RRH) – An example of Housing First. HUD-funded initiative for people who are homeless to quickly put them into their own housing. Includes short-term rental assistance and limited case management. Tenant will pay own rent & unit must pass inspection. Lightest Touch - Choosing the least expensive and least intrusive intervention to get or keep someone housed, e.g. Diversion is a lighter touch than Rapid Rehousing. Rapid Rehousing is cheaper and has less case management than Permanent Supportive Housing. Progressive Engagement - Structuring initial assistance to meet the minimum requirements of persons in a housing crisis. Budgeting additional funds for those who then need more in order to stay housed. (page 27 in book) Copyright © 2016 Cleveland Mediation Center

Diversion A Conflict Resolution Approach to Keeping People Housed

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