homelessness to access housing and support services needed to end their homelessness 25 . Effective coordinated access models have designated access points where people in need of assistance connect with service providers and access the coordinated entry process. There should be an after-hours connection point to respond to housing crises and need for shelter in the middle of the night or over the weekend 26 . Effective coordinated access models also involve a standardized assessment process, and shared referral processes to connect individuals to the most appropriate available interventions. In addition, this include a process to collect and share client information. It is best practice for all shelters to participate in the coordinated access system 27 .
Drop-in/Help Centres
Drop-in/help centres operated by the homeless service sector should maintain a housing focus, supporting people to access housing and providing homelessness prevention services. A key benefit of the service is to provide streamlined access in one location to prevention and rehousing services. This may include:
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Access to resources, such as computers and housing lists, to support independent housing searches
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Client directed short-term supports to assist those experiencing homelessness to secure housing
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Homelessness prevention services, such as short-term financial assistance and limited case management to prevent housing loss due to a housing crisis
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Shelter diversion and intake services
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Outreach to engage people experiencing homelessness who may be disconnected from shelters and other supports.
Drop-in/help centres may also include services for basic needs such as snacks, showers, laundry, and telephone and internet access as well as opportunities for socialization. All services should be delivered in a trauma-informed manner.
It is essential that there be strong relationships between any drop-in/help centres and shelter services to help avoid the chances of anyone ‘slipping through the cracks’ and not being adequately supported to obtain housing or unaware of the range of services and supports that are available. Best practices in integration of services both within a drop-in/help centre and with shelters include:
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Centralized information, referral and intake procedures
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Common assessment procedures
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Joint care planning and interdisciplinary teamwork
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Integrated information systems to allow for shared client records
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Common decision support tools, such as service guidelines and protocols.
Drop-in/help centres should be in locations in which people experiencing homelessness can easily access or be in the area where they congregate. They should also be in locations where people experiencing homelessness feel safe and do not feel like outsiders. Drop-in/help centres need to be an integrated
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25 Canadian Alliance to End Homelessness (2018). What is Coordinated Access. Website. Found at: http://caeh. ca/cas/
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26 CAEH, Coordinated Access Guide, Found at: https://bfzcanada.ca/wp-content/uploads/Coordinated-Access-Guide-.pdf
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27 CAEH, Coordinated Access Guide, Found at: https://bfzcanada.ca/wp-content/uploads/Coordinated-Access-Guide-.pdf 13