most suited to communities that have relatively concentrated shelter service providers and/or have good public transportation to ensure that the “access point” is in fact accessible. This approach requires service provider buy-in to change their practices and accept referrals from a separate access point.
A “virtual access point” such as a dedicated phone line can address the limitations of the single physical access point while making it easier to provide oversight and standard training to ensure that all intake staff are using the same processes and providing a consistent level of service. However, a phone-based access process will often need an in-person follow up. It can also present a barrier to service users who are already disengaged from the service system, as well as those who do not have a phone. A phone-based access point may be perceived as less accountable to service users, as the person who initially responds to the call may not be the one who is expected to follow through to deliver or connect them to a service that can help them. A phone-based system can also present a barrier if there is a long delay in answering the call. It is also challenging during a pandemic when access to phones at community agencies that clients would normally use are restricted.
A “no wrong door” approach, in contrast, facilitates access to services by integrating diversion services and intake to all shelter service providers. It makes use of existing facilities and service providers to act as access points for both their own programs and the broader shelter service system. This approach requires service provider buy-in to change their practices to provide diversion and intake for a broader range of services as well as a high level of quality control to maintain consistency between access points.
To support access in Windsor Essex two options are most feasible:
A physical access point with a phone line for each client group. The access point for the client group would have the capability to admit clients who are homeless and who cannot be diverted to an available emergency shelter bed. This is similar to the current model, but where more than one shelter is serving the same client group there may only be one access point.
A main access point that assess the needs of people who call or present in person at the access point and connects the individual or family with the most appropriate intervention (eg. diversion supports, emergency shelter, other prevention services such as housing stability funds) as well as access point staff that provide mobile intake/diversion services. The main access point would have the capability to admit clients who are homeless and who cannot be diverted to an available emergency shelter bed. There would be procedures to link clients who initially contact a shelter service provider by phone or in person, with the services offered by the main access point.
Having a main access point would allow for dedicated intake/diversion workers that can help shelter seekers obtain or retain their housing more quickly by providing a greater range of diversion services than someone who is answering phones at an emergency shelter and also has other duties at the shelter. Emergency shelter service providers could then focus their work on helping their clients obtain housing, rather than responding to inquiries about availability. A main access point can help improve service system navigation by clarifying the main access point for services and allowing for the promotion of one phone number and location. A main access point could also avoid the potential incentive for the intake worker who is a staff of the shelter to admit the individual or family to shelter because the more clients the shelter serves the more valuable their shelter is perceived to be. Having a main access point would also provide a consistent process to assess needs and make referrals. However, it can create less continuity for people who are admitted to shelter by first telling their story to an intake/diversion worker that does not also provide services at the shelter and may require individuals or families who go 33