Historically, shelters offered beds on a first-come-first served basis as beds were available. Many shelters tried to provide diversion services, but did not necessarily have the appropriate resources or training to do this effectively. Today, we are seeing more communities implementing formal diversion supports to help ensure existing facilities are utilized effectively. We know from diversion services being used in other communities that many people seeking shelter can be effectively supported in maintaining their current accommodations or securing permanent housing while they are living in safe non-shelter alternatives, by providing relatively “light” supports. Light supports may include:

Diversion services can range from one-time problem-solving, or limited financial assistance, to short-term case management and follow up support. Diversion services can be provided directly by shelters and incorporated into shelter intake procedures or built into coordinated entry processes, where diversion workers are part of the access point team (access points are often shelters but can be a single point of entry or multiple other community agencies).

For diversion supports to be most effective, a standardized script should be used at all access points and there should be dedicated staff whose role it is to help determine whether the household can safely continue to live where they have been living or have a safe non-shelter alternative 9 . Sometimes limited financial assistance is all that is required to help the household avoid shelter while a permanent solution is sought. For example, with grocery vouchers, an individual may be able to secure temporary accommodations with family or friends while they are supported in securing permanent housing. As such, it is a best practice that one of the components of diversion supports be “flex funds” that can be used to offer limited financial assistance to help the household avoid shelter. Referrals should be provided to supports that can help the household secure permanent housing or maintain their current accommodations and short-term case management should also be available to assist households in securing permanent housing as required 10 .

Housing-Focused Services

One of the keys to effective emergency shelter identified by the National Alliance to End Homelessness is having services focused on helping clients obtain permanent housing. This includes practices to intentionally link clients to permanent housing resources and re-house clients as quickly as possible.

According to OrgCode Consulting, all messaging to clients from the shelter should be focused on housing 11 . This should begin at entry, when clients should be encouraged to start to focus on a housing plan and staff should meet with the client to identify barriers to tenancy that will be worked through in the housing plan. Responsibility for helping clients re-gain housing should not be limited to one