Transcript Prove It: Using Performance Measurement Systems to Show Success Tom Albanese, L.S.W. Community Shelter Board www.csb.org Presented at The National Conference on Ending Family Homelessness February 9,

Prove It: Using Performance
Measurement Systems to
Show Success
Tom Albanese, L.S.W.
Community Shelter Board
www.csb.org
Presented at The National Conference on Ending Family Homelessness
February 9, 2007
Washington, DC
Sponsored by the National Alliance to Ends Homelessness
Overview
CSB Overview
 Family System
 HMIS
 Performance Measurement
 Reporting & Evaluation
 Impact of Performance Measurement
Systems
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Community Shelter Board
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The Community Shelter Board was created in 1986 to
respond to the growing needs of homelessness in
Franklin County.
Non-profit intermediary
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Funder – shelter, supportive housing, and related services
Planning – Continuum of Care, system, funder collaborative
Coordination of services
"It is unacceptable for anyone in our community to go
without food or shelter for even one night."
Mel Schottenstein, CSB Founder
System Framework
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Prevention
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Diversion
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Minimize shelter stay
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Move to appropriate housing quickly
Create permanent
supportive housing
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Measures results and
manage for outcomes
System Design Characteristics
Extensive housing partnerships, including
subsidized housing
 Access to short-term rental assistance
 Highly collaborative
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 Regular
system meetings
 MOA’s among agencies
 Shared resources
System Design Characteristics (cont.)
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High accountability among shelters due to
transparency
 Shared
HMIS
 Daily bedlist
 Quarterly indicators
 Annual program evaluations
Franklin County Family System
Diversion: Helping families stay in the housing they’re
in, with support from community programs, social
service agencies, family and friends, and other
community agencies.
Referral to direct housing:
Family Housing Collaborative
(Salvation Army, CSB)
Referral to Tier II shelter
(Homeless Families Foundation, Volunteers of America)
Referral to transitional housing
(Amethyst)
Referral to permanent supportive housing
(2 years - permanent)
(Community Housing Network, Amethyst, Volunteers of
America)
Treatment programs for severe issues
(ADAMH agencies)
Permanent housing
 Triage
 Referral
 Assessment
 Services
 Guidance
Permanent housing, usually with Transition
assistance (CSB)
Welcome to the Family Center
First contact
between
YWCA Family
Center and
family:
Front Door Shelter
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Single point of entry to family system – toll free number;
24/7 access.
Supply of shelter beds expands to meet demand – no
family turned away due to lack of space.
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50 family capacity at center
Overflow capacity as needed
Triage before intake – call or walk in clients
Housing First philosophy – assertive and quick housing
placement
Coordinated with Tier II shelters, direct housing,
supportive housing, subsidized housing and other
housing resources
CSB HMIS
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Since 1990, CSB has collected data on persons
accessing shelter – characteristics and utilization
Current:
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16 agencies, 47 programs
Coverage: 95% of all shelter beds; All supportive housing
developed in last 6 years
33 required data elements: varies by program type
2006-07 HMIS expansion to include all HUD funded
homeless programs
2007-08 HMIS upgrade
HMIS Data Quality Assurance
Program data required to meet QA standards:
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Timeliness
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Completeness
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95% of all clients for each required data element (<5% not reported/null)
Accuracy
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All required data elements by 4th working day of month
Congruent with program type, population served, capacity, etc.
Matches agency client record (e.g. entry/exit dates match)
Consistency
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Consistent with past program performance/outcomes
Performance Measures
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Benchmarks set by CSB Board of Trustees
Annual Program Outcomes Plan (POP)
 Negotiated
with agencies during annual RFP process
for each funded program
 Attached to annual contract
 Includes quarterly, semi-annual, annual goals
Performance Measures
Prevention
Outreach
Emergency
Shelter
Resource
Specialists
Direct Housing
Permanent
Supportive
Housing
Number Served
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Successful Housing Outcomes
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Average Length of Stay
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Average Length of Participation
Recidivism
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Successful Income Outcomes
Direct Client Assistance
Utilization
Occupancy
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(Tier II only)
(Long-term DH
only)
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(Tier II only)
Housing Stability
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Housing Retention
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Outcome Measure Methodology:
Example
Successful Housing Outcome: Tier 1 Family Shelter
Purpose: Indicates program’s success in linking household to appropriate next
step housing which includes Tier 2 shelter, transitional and permanent
housing.
Definition: The number of distinct households that exit (i.e., latest exit for clients
with multiple stays during period) to successful housing as defined in Table
1 and the percentage this represents of total distinct households served.
Goal-setting methodology: Meet or exceed CSB Board Ends Policy or prior
performance. Number of outcomes equals rate times number of exits.
Reporting methodology: Calculate the total number of exits and the total number
of destinations that are considered successful housing outcomes. Divide
the number of successful housing outcomes by the number of total exits.
Program Outcomes Plan: Example
Tier I Family Shelter
Measure
Households Served - #
Average Length of Stay per Household
Semi-Annual Goal:
7/1/06-12/31/06
400
20 days
Successful Housing Outcomes #
245
Successful Housing Outcomes %
70%
Recidivism - %
<10%
Access to resources to avoid shelter admission and stabilize
housing
Pass certification
Basic needs met in secure, decent environment
Pass certification
Ongoing engagement with the neighborhood
Pass certification
Efficient use of a pool of community resources
CSB costs per household
consistent with CSB budget
Reporting and Evaluation
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Daily shelter utilization monitoring
Quarterly performance monitoring
Annual performance evaluation
Strategic planning
Community Reports
Quarterly System &
Program Indicator Reports
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Key performance measures: system &
program
Issued to CSB Board of Trustees &
Continuum of Care Steering Committee
Posted to www.csb.org
Annual Program Evaluation
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Completed based on first half of FY for use in
following FY funding determination
Program outcomes compared to planned outcomes
Data mostly derived from HMIS
Programs are scored as:
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High: no less than one not achieved
 Medium: half or more achieved
 Low: less than half achieved
 Long-standing, unresolved issues could also lower rating
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Issued to CSB Board of Trustees, funders
Posted to www.csb.org
Strategic Planning
Example: Rebuilding Lives Initiative
 1997 Community “charge” to assess homeless services
for single men impacted by downtown economic
development
 Data sources
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Analysis of CSB MIS data
 Comprehensive Community Needs Assessment
 Analysis of best practices
 Review of national model programs
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Rebuilding Lives Updated Strategy
Community Reports
CSB Annual Report
 Rebuilding Lives Updates
 Annual Community Report on
Homelessness
Annual and trend data
Point-in-time count data
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Impact of Performance
Measurement System
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Communicates more accurate description of
population (vs. individual, anecdotal needs)
Creates higher level of understanding of community
problem (builds community support)
Informs resource allocation (annual funding)
Informs program development/improvement (CQI)
Informs policy options (more shelter vs. housing)
Tom Albanese, L.S.W.
Director of Programs & Planning
Community Shelter Board
115 West Main Street, LL
Columbus, Ohio 43215
P 614.221.9195
F 614.221.9199
[email protected]
www.csb.org