1. Implementing a Diversion Strategy to Reduce entries into homelessness
Kay Moshier McDivitt
Senior Technical Assistance Provider
November 1, 2019

3. Session Objectives
Gain an understanding of the important role of diversion within a crisis response system
Define “diversion” as a system intervention including guiding principles
Clarify difference between prevention and diversion
Gain an understanding of the key fundamentals of effective homelessness diversion

4. Who Is In The Building? Provider Staff (Prevention, ES, TH, RRH, PSH)
CoC Leadership
Coordinated Entry
Local/State/Federal Government
Funders
Community Leaders
HMIS Staff

5. Designing a Systemic Response to Ending Homelessness
And the Role of Diversion

6. An Effective Homeless Response System
Aims to make homelessness rare, brief, and one- time
Focuses on housing as the primary solution to homelessness
All interventions quickly end the episode of homelessness and move people to permanent housing
Helps people resolve their housing crises at every engagement opportunity
To set the context for why diversion can play such an important role in a community’s response to homelessness, let’s briefly describe the elements of an effective homeless response system.
An effective homeless response system that is working to reduce, prevent, and end homelessness for anyone experiencing a housing crisis should:
Aim to make homelessness rare, brief, and one-time
Focus on housing as the primary solution to homelessness
Help people resolve their housing crises at every engagement opportunity 6

7. An Effective Homeless Response System
Every community must have the capacity to:
Quickly identify and engage people at risk of and experiencing homelessness
Intervene to prevent people from losing their housing and divert people from entering the homelessness services system
Provide people with immediate access to shelter and crisis services without barriers to entry if homelessness does occur
Quickly connect people experiencing homelessness to housing assistance and services tailored to their unique needs and strengths to help them achieve and maintain stable housing
- USICH, Home Together, The Federal Strategic Plan to Prevent and End Homelessness
The US Interagency Council on Homelessness released a new federal strategic plan to prevent and homelessness this year.
The plan Defines a successful system that looks like this:
Every community must have the capacity to:
• Quickly identify and engage people at risk of and experiencing homelessness.
• Intervene to prevent people from losing their housing and divert people from entering the homelessness services system.
• Provide people with immediate access to shelter and crisis services without barriers to entry if homelessness does occur.
• Quickly connect people experiencing homelessness to housing assistance and services tailored to their unique needs and strengths to help them achieve and maintain stable 6

8. Coordinated Entry System in Context

9. Resolving A Housing Crisis: Status Quo
Majority of homeless response systems do not have enough resources to meet the needs of all households seeking assistance
Current, standard CoC approach:
Shelter entry based on availability, first come, first served
Fully assess all households regardless of availability of targeted homelessness resources
Assign/match to a waitlist for a specific intervention type resulting in more people waiting

10. System-Wide Orientation: Housing-Focused Problem Solving
To end homelessness, more must be done to assist a household in crisis using creative problem solving and limited financial assistance
Diversion occurs before a household becomes homeless (i.e., first presenting at emergency shelter or other CES access point)
When homelessness cannot be prevented, housing- focused services provide to rapidly exit households
Effective problem solving should be client-centered and focuses on a conversation that explores creative, flexible, and cost-effective solutions that can be implemented quickly

11. DIversioN: What, When, Who
Let’s define diversion: What is diversion? When does diversion happen? Who should be diverted?

12. What is Diversion?
A strategy that helps people identify and access alternatives to entering emergency shelter to resolve their immediate housing crisis and avoid homelessness.
Is a service (not a program) that helps people avoid a shelter stay and resolve their immediate housing crisis
Is not a denial of or barrier to shelter entry and instead expands options to identify alternatives to shelter
What is Diversion?
Diversion is a strategy that helps people identify and access alternatives to entering emergency shelter to resolve their immediate housing crisis and avoid homelessness.

13. What is Diversion? Consumer’s Housing Situation Intervention Used
Services Provided in All Interventions
At Risk of Losing Housing
(precariously housed)
PREVENTION
Services (Strengths-Based Case Management
Creative Problem Solving Conversation
Conflict Resolution
Housing Search/Placement
Landlord/Tenant Mediation
Connection to Mainstream Resources
Tenant Legal Services
Credit Repair
Financial Assistance
Rental Application Fee
Rental Subsidy/Arrears
Security/Utility Deposits
Utility Arrears
Moving Costs
Transportation Costs
Other Financial Assistance
Seeking Shelter
(at “front door” of system and seeking place to stay)
DIVERSION
Literally Homeless
(on the street/place not meant for human habitation/ shelter)
HOUSING FOCUSED, RAPID EXIT SERVICES
How do you determine when diversion strategies should be used as opposed to other types of interventions.
This chart shows the differences between traditional prevention, diversion, and housing-focused rapid exit services and interventions (including RRH and PSH).
At the right, an example of the services provided in the interventions are listed. (This list is not exhaustive)
Since the goal of an effective homeless response system is to resolve a person’s housing crisis at every opportunity, whether they are at risk of homelessness and/or they are seeking shelter, the services that are provided look similar no matter where the person is presenting in the course of their housing crisis.

14. Prevention vs. Diversion
Own Place
Traditional Prevention
Doubled Up
Diversion
Emergency Shelter
Rapid Re-Housing
Diversion is targeted prevention at the “Front Door” of Shelter/System
Traditional Prevention is general eviction prevention that provides one time assistance to tenants at risk of losing their units
Diversion typically occurs once housing is lost, and other resources have been exhausted, and the person is presenting at shelter.
Credit: Katharine Gale Consulting
From Katharine Gale:
Many people experience a housing crisis, far fewer actually become homeless
Traditional prevention typically starts further upstream and often screens out those closest to homelessness (KS – what does this mean?)
Targeting homeless resources to traditional prevention has not been show to reduce homelessness
Who can be diverted?
HMIS data shows that many people who enter shelter are not literally homeless, instead they are staying temporarily with family or friends, in motels, or may still have their own housing
Even some who are literally homeless can be “diverted” into an appropriate housing situation without a shelter stay

15. When Should The System Use Diversion Strategies?
At access points or “front doors” to the homeless system
Coordinated entry system access points
Emergency shelter
Other places people are seeking homeless services assistance
When should the SYSTEM use diversion strategies? The homeless response system should be trying to divert people whenever possible and when it is safe and appropriate
You can have diversion services At the access points or “front doors” to the homeless system
Coordinated entry system access points
Emergency shelter
Other places people are seeking homeless services assistance

16. Who Can and Cannot Be Diverted From Emergency Shelter?
Try diversion with everyone!
Have a problem solving conversation with everyone seeking shelter to determine whether it is viable, desirable, safe, and appropriate to divert them
Use shelter only for those individuals or families that do not have any safe or viable alternatives aside from staying in shelter
Who can be diverted from emergency shelter?
Try diversion with everyone!
Try having a problem-solving conversation with everyone seeking shelter to determine whether it is viable, desirable, safe, and appropriate to divert them

17. When Diversion Is Not Appropriate, Use Housing-focused Services in Shelter
When a household is not diverted from shelter, the same diversion strategies - effective problem solving conversations, that are client-centered, and focus on creative solutions – should continue in the shelter in order to quickly resolve a households homelessness.
These continued problem solving conversations provide much needed housing focused, rapid exit services for all households assessed for housing and support services and are critical for those who will not receive interventions such as rapid re-housing or permanent support housing.
When diversion is NOT appropriate and someone is going to enroll in your shelter- KEEP TRYING TO HOUSE THEM!!!
When a household is not diverted from shelter, the same diversion strategies - effective problem-solving conversations, that are client-centered, and focus on creative solutions – should continue in the shelter in order to quickly resolve a households homelessness.
NOTE: Test to see if the conversation goes in weird places when delivered

18. Diversion: Why
Why Employ Diversion Strategies?

19. Diversion: Why? Things to Keep in Mind….
Households experiencing a housing crisis are not significantly different than other poor households
Majority experience homelessness due to a financial or other crisis
Prolonged exposure to homelessness has a significant negative impact on adults and children
NOTE: When delivering does this feel repetititve?

20. That’s 1.7% of total of severely rent burdened
Diversion: Why?
Homeless
At-risk
In poverty
For Florida,
Persons living in poverty 14% = 1,842,680 – found at U.S. Census - (2017)
Household Severely Rent Burdened – 2,492,817 renter households, 28.8% renter households severely cost burdened; avg 2.64 persons/households = 1,842,680 persons in severely rent burdened households
Persons Experiencing homelessness -32,190
That’s 1.7% of total of severely rent burdened

21. Diversion: Why?
So...
Many people experience a housing crisis – most never become homeless
Traditional prevention typically starts further upstream and often screens out those closest to homelessness
Targeting homeless resources to traditional prevention has not been shown to reduce homelessness

22. Diversion – Why?
Improves system outcomes by reducing entries into homelessness
Cuts down on shelter wait lists
Improves quality of life by helping people avoid the stress and trauma of shelter stays
Conserves and targets resources using shelter beds only for those with higher needs who have no alternatives to a shelter stay
Improves system performance outcomes by reducing new entries and re-entries into homelessness

23. Diversion Principles and strategies
How
NOTE: Is this section in the right place?

24. Coordinated Entry and Shelter
Shift From
Shift Towards
Are you willing to enter shelter?
Is the place you were staying safe? What can we do to help you remain there? What can we do to help you find a safe place other than shelter?
What programs are you eligible for? Who has a bed?
What would resolve your current housing crisis?
Beginning with eligibility determinations
Begin with brainstorming and structured problem solving conversations about household’s situation and resources
Beginning with screening and assessment tools and shelter waitlists
Support crisis resolution to avoid shelter entry through problem solving conversation
When you integrate diversion you are moving away from the types of questions on the left.
Move Away From
Move Towards
Are you willing to enter shelter?
Is the place you were staying safe? What can we do to help you remain there? What can we do to help you find a safe place other than shelter?
What programs are you eligible for? Who has a bed?
What would resolve your current housing crisis?
Beginning with eligibility determinations
Begin with brainstorming and structured problem solving conversations about household’s situation and resources
Beginning with screening and assessment tools and shelter waitlists
Support crisis resolution to avoid shelter entry through problem solving conversation

25. Integrating Coordinated Entry & Shelter Entry
Diversion Is/Isn’t
Diversion Requires
Diversion is NOT a separate “program” but rather part of the entire system
Diversion is problem solving and solution focused
Diversion should always be safe and appropriate for the client
Coordinated entry process and shelter front door
Resourceful staff trained in:
Mediation, conflict resolution
Strength based assessment
Problem solving
Respect for client choice and
Recognition of safety
Linkages to mainstream services and natural supports
Flexible funds
Also share that $$$$ not always necessary

26. Guiding Principles of Diversion Strategies
Crisis Resolution
Client Choice
Progressive Engagement
Maximizing Resources
Homelessness is a crisis – and everyone one is assisted in solving that crisis (not just a score)

27. Effective Diversion Practice: Four Fundamentals “Cs”
Community-Wide Buy In
Problem Solving Conversation
Creating Connections
Continuous Practice

28. Community-Wide Buy In The Collective Impact Approach: Common Agenda
Shared Measurement System
Mutually Reinforcing Activities
Continuous Communication
Backbone Organization
Using Collective Impact to gain community-wide buy in to support diversion strategies.
The Collective Impact approach holds that no single policy, entity, or program can solve complex social problems
Approach calls for multiple entities from different sectors to abandon their own agenda in favor of:
Common agenda
Shared measurements and
Alignment of effort
Source: Collaboration for Impact

29. Community-Wide Buy In Common Agenda Shared Measurement System
Implementing a strategy that helps people identify and access alternatives to entering emergency shelter to resolve their immediate housing crisis and avoid homelessness
Shared Measurement System
Decrease number of first time homeless
Decrease number of people on shelter waiting lists
Decrease the number of people entering shelter/homelessness
Mutually Reinforcing Activities
Promote and support “front door” diversion strategies (i.e. coordinated entry and/or shelter)
Implements the four fundamental “C’s” of Diversion

30. Community-Wide Buy In Continuous Communication Backbone Organization
Allows partners to trust, value, and protect each other in service to the development and implementation of a common agenda
Backbone Organization
Separate organization and/or structure dedicated to coordinating the various dimensions of the diversion strategy and the stakeholders involved

31. Problem Solving Conversation
Diversion is a problem solving, strength based conversation, not a pre-application for eligibility or an assessment tool with a list of questions
Conversations:
Are realistic discussions on household’s housing, employment, and financial needs and opportunities
Help households to think of creative solutions and explore every option
Are related to: employment, transportation, food security, other supports used previously (people and organizations)
Are about allowing staff time to be creative and less about quickly offering rental assistance
About discovering what other options that may be available; help households identify their current supports
Notes:
It is essential that staff explain the realities of shelter life. It is not the best place, your day to day choices are removed, you are told what you will eat, when it is “lights out”, etc. Additionally even if you get shelter, you may not get RRH funding. 
Infographic

32. Problem Solving Conversation
6 Steps for Conducting an Effective Problem Solving Conversation
Introduce Yourself & Purpose of the Meeting
Active Listening
Strengths & Supports Exploration
Moving Forward
Creating Connections
Summarize & Follow-Up

33. Creating Connections Homeless response system cannot do it all
Having choices/options is empowering to a household seeking solutions
Family, friends, and community partners are critical for effective implementation of diversion strategies
Warm Handoffs – A MUST
Ani_ka via iStock

34. Continuous Practice Ongoing Diversion Strategies
Problem solving conversation may need to happen more than once, twice, etc.
Diversion Strategies are NOT a “one time service”
Use a progressive engagement approach and consider:
Increased engagement of problem solving conversation and connection to supports
Determine how to access deeper housing resources and assist with access
If an individual comes back seeking shelter, diversion staff may:
Need to increase the time spent conducting the problem solving conversation
Need to offer mediation or conflict resolution – in person - between family/friends (if willing)
Need to increase level of financial assistance
Need to connect them to deeper mainstream resources, advocate more aggressively, or accompany them to secure a resource
Determine that person needs deeper housing and support services and assist individual in accessing them

35. Hone The Skills, Not A Tool
Question
Answer
“We have someone who wants to fund a diversion program… He would like to find a good diversion screening tool and I am wondering your thoughts on this and if you have anything you could recommend?”
“I suggest that the screening tool is in fact the relaxed, client-centered, strength- based, empathetic conversation we have with the client. In other words unfortunately no short-cut screening tool.” ~ Ed Boyte (former staff Cleveland Mediation Center)

36. Implementing a Diversion Strategy to Reduce entries into homelessness
To Sum It Up!
NOTE: Is this section in the right place?

37. REMEMBER…
Lots of people face a housing crisis but few actually become homeless, even when it looks like they will. A problem solving conversation focuses on strengths and alternatives to shelter – as long as its safe.

38. AND Diversion…
Improves system outcomes by reducing entries into homelessness
Cuts down on shelter wait lists
Improves quality of life by helping people avoid the stress and trauma of shelter stays
Conserves and targets resources using shelter beds only for those with higher needs who have no alternatives to a shelter stay
Improves system performance outcomes by reducing new entries and re-entries into homelessness

39. QUESTIONS. www. endhomelessness
QUESTIONS? Kay Moshier McDivitt Senior Technical Assistance Specialist National Alliance to End Homelessness 1518 K Street NW Washington, DC (202)