Diversion Supports

Strengths

The two shelter service providers receiving funding from the City have incorporated diversion services into their shelter practices. The Welcome Centre began using a standardized script for diversion as part of its intake procedures in March 2019 and the Salvation Army began in July 2019. Based on data recorded on diversions, many women and families are being diverted from shelter who would otherwise have been admitted. Data from the Salvation Army suggests that the tool had not been fully implemented within the shelter as of mid October 2019.

Gaps

There are some gaps in the diversion supports that are being provided in the emergency shelter system. Importantly, not all shelters have implemented diversion practices. Where diversion practices have been implemented, shelter intake staff do not have adequate training on diversion services to provide this service effectively (e.g. interview techniques and engagement in creative problem-solving). There isn’t consistency in the diversion services that are being provided by all service providers in the homeless serving system. In addition, insufficient communication and data sharing between helping agencies and shelter or housing agencies sometimes results in duplication of efforts to support clients.

Diversion services are, for the most part, limited to the initial intake process and there aren’t any dedicated diversion staff to provide follow-up supports or funds available to provide limited financial assistance to support diversion. For example, t here aren’t supports to assist individuals who are paying rent but feel they need to access shelter as a result of violence in their home or supports to address conflicts with landlords. There are no direct connections between the diversion services taking place at the shelters and other prevention / re-housing services.

For individuals coming from correctional facilities and hospitals, the discharge planning that takes place is insufficient to support the diversion of these client groups from shelter. The discharge planning that does take place is often not focused on finding housing nor is it done early enough to secure housing. Also, there is one housing navigation staff that support individuals who are hospitalized and experiencing homelessness, but they aren’t integrated with the coordinated access process (i.e. the process for people experiencing homelessness to be assessed, prioritized for, and referred to housing and support services).

Practices that Promote Dignity and Respect

Strengths

The several aspects of Windsor Essex’s emergency shelter services promote dignity and respect of clients: