Service access
It is recommended that a main access point be established for shelter services. The main access point would have a centralized physical location where people can present in person and would also have a dedicated phone number. It is also recommended that at least one access point staff have the ability to provide mobile intake/diversion services. The main access point should operate at a minimum during “business hours” and ideally until approximately 7pm. The City should consider locating the physical location for the main access point downtown, at Housing Information Services or at the future location for the Downtown Mission. An access point should also be considered in Leamington, particularly if there are shelter beds in Leamington. The City should consider using “211” or “311” as possibilities for the phone number that would connect clients to shelter services. However, it should be noted that 311 is not accessible to County residents, who would have to dial a 10-digit number.
The main access point would assess the needs of the individual or family and connect them with the most appropriate intervention (e.g. diversion supports, homelessness prevention services such as housing stability funds, emergency shelter). The main access point should have the capability to admit clients who are homeless and who cannot be diverted to an available emergency shelter bed. The staff person answering the calls to the dedicated phone number should screen the calls. Depending on the capacity of the staff person answering the calls and what other services they are responsible for providing information on, they may complete the diversion assessment, and do intake for all populations during “business hours” or they may transfer the caller to a dedicated diversion worker who would complete the diversion assessment and intake. The diversion worker(s) should have capacity for in-person follow-up meetings onsite at the physical location and in the community.
There should 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. For example, if someone presents at shelter before 7pm shelter staff would conduct an initial diversion screen and try to book a same day appointment with a diversion worker. After hours, the calls could be transferred directly to shelter service providers. At that time, shelter staff would conduct screening at the shelter and admit if appropriate and book a meeting with the diversion worker for the following day. Where necessary, the mobile access staff could come to the shelter to meet with the client presenting in person.
Given the current average of 8.5 new households presenting for shelter per day, there should be one access point staff person that is responsible for phone calls and at least one diversion worker that provides in-person services. Two diversion workers providing in-person services may be required if the person responsible for phone calls only conducts the initial parts of the diversion screening. Also, if the diversion worker was also responsible for follow-up supports, where they are required, there should be at least two diversion workers.
Future services
The City and the shelter service providers funded by the City have made significant efforts to modernize their shelter systems and adopt approaches that align with best practices. There has been movement towards ensuring the substance use in and of itself doesn’t present as a barrier to service access. Diversion screening has been implemented by the Welcome Centre and more recently is starting to be used at the Salvation Army. However, shelter staff still see diversion as more of an eligibility screening rather than diversion services that are meant to determine the most appropriate service for the client.