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

2. 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

3. 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

4. 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
EXTENDED PROGRAMS
49,000 PEOPLE
Housing Crisis Hotline
Aftercare Support
Good Mojo In-Kind Goods
Holiday Programs
FORKIDS IMPACT FY17

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

7. Housing Crisis Hotline

8. 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

9. Growing Community Stakeholders12 13 14 15 16 17
Community Contributions (
City of Norfolk
SSVF
City of Suffolk
Virginia
HUD
City of Virginia Beach

10. 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

11. 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

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

13. 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

14. CallPoint Demo
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15. Reporting Capabilities: CallPoint/HMIS
Calls & Callers
Need Codes
Referrals
Identified City

16. 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

17. Reporting Capabilities: Smart Phone System
Hotline
Activity

18. Smart Phone System Staff Availability

19. 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

20. Services/Support offered to callers based on acuity of crisis

21. 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

24. 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.

25. Thaler McCormick, Chief Executive Officer (757) 622-6400 ext. 101
Thaler McCormick, Chief Executive Officer (757) ext. 101
Shirley Brackett, Crisis Response Director (757) ext. 119