Strategies for Improving Homeless People's Access to Mainstream benefits and Services

by HUD USER

U.S. Department of Housing and Urban Development
Office of Policy Development and Research

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ii

PREFACE

In 2000, HUD, in recognition that any solution to homelessness must emphasize housing,
targeted its McKinney-Vento Act homeless competitive programs towards housing
activities. This policy decision presumed that mainstream programs such as Medicaid,
TANF and General Assistance could pick up the slack produced by the change. This
study examines how seven communities sought to improve homeless people’s access to
mainstream services following this shift away from funding services through the
Supportive Housing Program (SHP). By examining the different organizations used and
activities undertaken by communities to maximize homeless people’s access to
mainstream benefits and services, this study provides communities with models and
strategies that they can use. It also highlights the limits of what even the most
resourceful of communities can do to enhance service and benefit access by homeless
families and individuals.

Responses to HUD’s Policy Shift

Of the seven study communities (Albany/Albany County, NY; Albuquerque, NM;
Metropolitan Denver, CO; Miami-Dade County, FL; Norfolk, VA; Portland, ME; and
Pittsburgh/Allegheny County, PA), six shifted their balance of homeless housing and
service funding from HUD substantially in response to the Department’s greater
emphasis on housing. Four of the seven communities more than doubled their receipt of
housing resources (capital and, mostly, rent subsidies) from the SHP between 2001 and
2007. SHP service funding, however, either increased much less than housing resources
over the same time period, or declined. Some communities were able to find additional
resources to support new services or to substitute for lost funding, but others have been
forced either to cut back or to forego new services.

Improving Access to Mainstream Services

The study identifies three groups of barriers to access and three categories of mechanisms
communities could use to reduce these barriers.

Structural barriers are obstacles that prevent an eligible person from getting available
benefits, such as where programs are located, how they are organized, or what they
require of applicants. In each site, structural barriers represented both a significant
frustration and a primary target of mechanisms for increased access. Homeless
individuals and families face unique structural obstacles because, by definition or
circumstance, they do not have the ready means of communication, transportation,
regular address, and documentation that most mainstream programs require. Smoothing
mechanisms reduce structural barriers and address problems at the street level. Such
mechanisms include providing transportation; conducting outreach to the streets, feeding
programs, shelters, and other homeless facilities; co-locating mainstream eligibility
workers in homeless assistance programs; creating “one-stop” intake centers for homeless
people; providing multilingual services; and improving communications among homeless

iii
assistance workers and mainstream agency eligibility workers. Denver’s Road Home
program focused on organizing all existing outreach programs, expanding some along the
way. It pays for 20 outreach workers, including two in the police department. It also
facilitates relations of the outreach teams with mainstream agencies. Chronic
homelessness was down 36 percent in the program’s first three years.

Capacity barriers result from the inadequacy of available resources; funding may be
finite or capped. While harder to reduce than structural barriers, most study communities
managed to acquire new resources (usually state funds) to expand capacity for at least
one mainstream benefit or service. Capacity barriers are often addressed through
expanding mechanisms, which involve increasing overall capacity via the commitment
of additional resources, including raising funds from state or local sources or allocating
other federal funding. Miami-Dade County’s Homeless Trust began in 1993, when the
county imposed a tax on food and beverages served in many restaurants and bars to
provide resources to address homelessness. The Trust manages the tax funds generated
as well as all other public homelessness resources, centralizing the county’s homelessness
organizing structure.

Eligibility barriers are program rules that establish the criteria for who may receive the
benefit as well as time limits on receipt. Many eligibility restrictions are embedded in
federal policy and cannot easily be influenced at the local level. Changing mechanisms
alter eligibility but not overall capacity. This could involve, for example, establishing a
priority for homeless households within local rent subsidy programs. The city housing
authority in Pittsburgh, through the flexibility it had from the Moving to Work
demonstration program, adopted a felony rehabilitation clause to allow ex-offenders
access to federal rent subsidies and public housing if they could demonstrate
rehabilitation.

While smoothing mechanisms were the most common approach used by communities to
overcome barriers, the study communities were able to change eligibility and/or expand
capacity for non-entitlement services through significant new commitments of local
resources, along with occasional use of state resources.

Improvements in Homeless People’s Receipt of Benefits

Using 2007 Annual Performance Report data from the four study communities for which
it was available, the study finds evidence that people exiting HUD-funded programs were
likely to be connected to mainstream benefits at rates for 2007 that exceeded national
rates for that year.
• The highest rates of enrollment were for food stamps—40 percent or more in
three communities, compared to the national average of 25 percent. This high
rate reflects that basic eligibility is broadest for food stamps, but also suggests that
many barriers to access have been reduced through structural mechanisms.
• In the two communities that had General Assistance programs, participation rates
at program exit were 18 and 22 percent, compared to the national average of 6
percent.

iv
• SSI/SSDI access rates varied highly at the four sites, as did access to TANF.
Rates of Medicaid enrollment did not differ from national rates.

The study also examined data from the Substance Abuse and Mental Health Services
Administration (SAMHSA) Homeless Families study, to gain additional information on
homeless families’ receipt of mainstream benefits and services over time. The SAMHSA
study families had high rates of participation in Medicaid, food stamps, and TANF.

Understanding the Role of Central Organizing Structures

The communities in the study who took the most effective steps in overcoming obstacles
to benefit access had a strong central organization focused on improving the access of
homeless households to mainstream services. This structure enables communication and
collaboration to create a coordinated community response. The study concludes that
more strongly organized communities have: 1) thought through and put in place a range
of mechanisms to improve access; 2) made sure those mechanisms covered the whole
community; 3) made more of an impact on how mainstream agencies do business; and 4)
significantly increased the degree of coordination and collaboration among homeless
assistance providers, among mainstream agencies, and between the two groups.

In addition to developing effective, inclusive, and creative organizing structures,
communities should look for mechanisms to improve access that show evidence of
effectiveness in other communities. This study provides a range of creative mechanisms
that they can consider.

v
ACKNOWLEDGMENTS

Many people offered their time and expertise to assist us in carrying out this project and
completing this report. Most importantly, Paul Dornan and Marina Myhre at the U.S.
Department of Housing and Urban Development provided extensive guidance throughout
the planning and implementation phases, and assisted in the development of this report
through their thoughtful review of its earlier versions.

The information in this report is drawn from the experience and knowledge of the front-
line staff, supervisors, administrators, and local officials we interviewed at each of the
seven study sites. With 20 to 50 interviewees per community, there is not space to thank
them individually here. Their names may be found in the community descriptions in
Appendix A.

The study community site visits would not have been possible without the involvement of
our primary local contacts. Each community’s contacts helped us identify the aspects of
their communities on which we should focus our attention, worked with us to determine
the individuals and agencies we needed to visit in their community, facilitated the visits
themselves, responded to our requests for clarification following the site visits, and
carefully reviewed our site-visit write-ups, ensuring that the information we used for the
report accurately reflects the communities and their service systems. Our primary
contacts are:

• Miami - David Raymond of the Miami-Dade County Homeless Trust
• Denver - Jamie Van Leeuwen of Denver’s Road Home and Jerene Peterson of the
Denver Department of Human Services
• Pittsburgh - Michael Lindsay and Reginald Young, both of the Allegheny
County Department of Human Services
• Albuquerque - Lisa LaBrecque of the New Mexico Coalition to End
Homelessness
• Albany - Linda Glassman, formerly of CARES, and Linda Doyle of the Albany
County Department of Social Services
• Norfolk - Katie Kitchin, formerly of the Norfolk Office to End Homelessness
• Portland - Robert Duranleau of the Portland Health and Human Services
Department and Jon Bradley of Preble Street
The analysis reported in Chapter 4 is based upon data collected in a SAMHSA-sponsored
study of homeless families; principal investigators for the individual projects were Linda
Frisman (CT), James Galloway (NC), John Hornik (NY), Gary Morse (MO), JoAnn
Sacks (PA), Judith Samuels (NY), Michael Shafer (AZ), and Linda Weinreb (MA).

Table of Contents vi
TABLE OF CONTENTS
PREFACE............................................................................................................................ii
ACKNOWLEDGMENTS ...................................................................................................v
TABLE OF CONTENTS................................................................................................... vi
EXECUTIVE SUMMARY ................................................................................................ x
The Core Study Questions .............................................................................................. x
The Issue of Access to Public Benefits.......................................................................... xi
Approach....................................................................................................................... xii
Responses to HUD’s Policy Shift................................................................................xiii
Major Findings.............................................................................................................. xv
Categorizing Barriers to Access................................................................................ xv
Categorizing Mechanisms to Overcome Barriers................................................... xvii
Documenting Improvements in Homeless People’s Receipt of Benefits ................ xix
Understanding the Role of Central Organizing Structures .................................... xxiv
Implications................................................................................................................ xxvi
CHAPTER 1: INTRODUCTION....................................................................................... 1
Existing Research: Access to Mainstream Services and Benefits for Homeless
Populations...................................................................................................................... 2
What Programs Exist to Meet Basic Needs? .............................................................. 3
To What Extent Do Homeless People Access Mainstream Services?........................ 3
What Factors Impede Access?.................................................................................... 4
Mechanisms and Strategies to Facilitate Access ........................................................ 5
Assuring that Policy Changes Get to the Streets ........................................................ 7
Research Questions......................................................................................................... 8
Definitions....................................................................................................................... 9
Populations.................................................................................................................. 9
Mainstream Benefits and Services.............................................................................. 9
Barriers...................................................................................................................... 10
Mechanisms .............................................................................................................. 11
Study Components........................................................................................................ 12
Community Case Studies.......................................................................................... 12
Review of Mechanisms Available in Additional Communities ............................... 13
Secondary Analysis of SAMHSA-funded Homeless Families Study ...................... 13
Frameworks for Understanding Community Approaches to Changing Access ........... 14
The Four Cs............................................................................................................... 15
Indicators of System Change .................................................................................... 17
The Seven Communities under Study........................................................................... 17
Miami, Florida .............................................................................................................. 18
Denver, Colorado.......................................................................................................... 19
Pittsburgh/Allegheny County, Pennsylvania ................................................................ 20
Albuquerque, New Mexico........................................................................................... 21
Albany, New York........................................................................................................ 22
Norfolk, Virginia........................................................................................................... 23
Portland, Maine............................................................................................................. 24

viiTable of Contents
Report Structure............................................................................................................ 25
CHAPTER 2: EVIDENCE THAT COMMUNITIES CAN CONNECT CLIENTS TO
MAINSTREAM BENEFITS............................................................................................ 27
APR Results for Four Study Communities................................................................... 29
No Financial Resources ............................................................................................ 30
SSI and SSDI Receipt ............................................................................................... 31
General Assistance.................................................................................................... 33
TANF ........................................................................................................................ 34
Medicaid ................................................................................................................... 34
Food Stamps.............................................................................................................. 36
Income from Employment ........................................................................................ 37
Implications................................................................................................................... 38
CHAPTER 3: COMMUNITY STRUCTURES FOR PROMOTING MAINSTREAM
ACCESS ........................................................................................................................... 39
The Organizing Structures ............................................................................................ 40
Snapshots of Community Organizing Structures.......................................................... 44
The Advantages Gained Through Strong Central Organization................................... 55
Denver, Colorado...................................................................................................... 55
Miami-Dade County, Florida.................................................................................... 60
Portland, Maine......................................................................................................... 66
Norfolk, Virginia....................................................................................................... 68
Pittsburgh/Allegheny County, Pennsylvania ............................................................ 72
Albany and Albany County, New York.................................................................... 74
Albuquerque, New Mexico....................................................................................... 75
Implications................................................................................................................... 75
CHAPTER 4: STRUCTURAL BARRIERS TO HOMELESS PEOPLE’S ACCESS TO
MAINSTREAM BENEFITS............................................................................................ 78
Geographic/Transportation Demands ........................................................................... 79
Mainstream Benefit(s) Affected ............................................................................... 80
Mechanisms to Reduce Transportation Barriers....................................................... 80
Atmosphere of Application Office and Stigma ............................................................ 85 
Mainstream Benefit(s) Affected ............................................................................... 87
Mechanisms to Reduce Environmental Barriers....................................................... 88
Complexity (Cognitive Demands) and Length of Application..................................... 89
Mainstream Benefit(s) Affected ............................................................................... 90
Mechanisms to Reduce the Length and Complexity of the Application Process..... 90
ID/Documentation Requirements (for example, Proving Residency) .......................... 96
Mainstream Benefit(s) Affected ............................................................................... 98
Mechanisms to Reduce Identification and Documentation Barriers ........................ 98
Complexity of Maintaining Enrollment...................................................................... 102
Mainstream Benefit(s) Affected ............................................................................. 102
Mechanisms to Keep Homeless People from Losing Benefits............................... 103
System/Process Knowledge........................................................................................ 104
Mainstream Benefit(s) Affected ............................................................................. 104
Mechanisms to Increase System/Process Knowledge ............................................ 105
System Interaction Problems ...................................................................................... 108

viiiTable of Contents
Mainstream Benefit(s) Affected ............................................................................. 108
Mechanisms for Increasing System Interaction...................................................... 108
Conclusion .................................................................................................................. 113
CHAPTER 5: CAPACITY BARRIERS TO HOMELESS PEOPLE’S ACCESS TO
MAINSTREAM BENEFITS.......................................................................................... 115
Delayed Availability ................................................................................................... 116
Mainstream Benefit(s) Affected ............................................................................. 116
Mechanisms to Address Delayed Availability........................................................ 116
Lack of Availability .................................................................................................... 120
Mainstream Benefit(s) Affected ............................................................................. 120
Mechanisms to Address Lack of Availability......................................................... 120
Conclusion .................................................................................................................. 129
CHAPTER 6: ELIGIBILITY BARRIERS TO HOMELESS PEOPLE’S ACCESS TO
MAINSTREAM BENEFITS.......................................................................................... 131
Criminal History ......................................................................................................... 132
Mainstream Benefit(s) Affected ............................................................................. 132
Mechanisms to Address Criminal History.............................................................. 133
Other Eligibility Barriers ............................................................................................ 134
Categorical Requirements....................................................................................... 134
Homelessness.......................................................................................................... 136
Family Size ............................................................................................................. 137
Mental Health and Substance Abuse ...................................................................... 137
Health Insurance ..................................................................................................... 137
Conclusion .................................................................................................................. 138
CHAPTER 7: ANALYSIS OF THE SAMHSA HOMELESS FAMILIES PROGRAM
DATA SET ..................................................................................................................... 139
Sample......................................................................................................................... 140
Data Collection ........................................................................................................... 143
Analysis....................................................................................................................... 144
Study Qualifications.................................................................................................... 145
Descriptive Findings ................................................................................................... 146
Receipt of Benefits.................................................................................................. 146
Benefit Receipt Over Time ..................................................................................... 147
Receipt of Health Insurance.................................................................................... 148
Receipt of Physical Health Services ....................................................................... 149
Receipt of Family Support Services ....................................................................... 150
Receipt of Mental Health and Substance Abuse Services ...................................... 153
Receipt of Children’s Services................................................................................ 154
Predicting Access to Services ..................................................................................... 156
Target Intervention Analysis................................................................................... 156
Program Ingredient Analysis .................................................................................. 161
Summary and Conclusions ......................................................................................... 166
CHAPTER 8: CONCLUSIONS AND IMPLICATIONS ............................................. 168
Documenting Access Mechanisms ............................................................................. 168
Evidence of Access to Benefits................................................................................... 173
Population Differences................................................................................................ 175

ixTable of Contents
Local Realities ............................................................................................................ 176
Resources ................................................................................................................ 176
Organizing Structures ............................................................................................. 177
Responses to Change in HUD Policy ..................................................................... 177
Understanding the Importance of Organizing Structures ........................................... 180
Using the Four Cs to Categorize Access-Improving Mechanisms ......................... 181
Using Change Indicators to Assess Whether a Mechanism Represents a Real Shift in
Policy and Practice.................................................................................................. 183
Implications................................................................................................................. 185
Appendix A..................................................................................................................... 187
Miami-Dade County ................................................................................................... 187
Denver......................................................................................................................... 193
Pittsburgh/Allegheny County...................................................................................... 199
Albuquerque................................................................................................................ 205
Albany and Albany County ........................................................................................ 210
Norfolk........................................................................................................................ 216
Portland....................................................................................................................... 221
APPENDIX ‘B’ – Site Visit Protocols ........................................................................... 227
APPENDIX C – References ........................................................................................... 250

xExecutive Summary
EXECUTIVE SUMMARY
The U.S. Department of Housing and Urban Development (HUD) has been funding
transitional housing, permanent supportive housing, and related supportive services
projects for homeless people since 1988, under the authority granted by the Stewart B.
McKinney Homeless Assistance Act of 1987 and its subsequent modifications. When
HUD began funding these projects under its Supportive Housing Program (SHP) as
competitive grants, and later (starting in 1996) through the Continuum of Care (CoC)
process, it gave applicants discretion to use HUD homeless funds for whatever mix of
eligible activities they preferred. As a result, by 2000, nearly 60 percent of HUD
homeless funds were being used by communities for services such as daycare and drug
treatment, while the remaining funds were used for housing.
HUD is the only federal agency that provides resources to develop and run permanent
supportive housing. In contrast, many federal agencies provide the resources to deliver
services. In 2000, facing a situation in which most of HUD’s SHP funds were committed
to renewals of existing projects, and much of that funding going to services, little money
was available for new projects and the SHP had little flexibility to create new housing.
Yet it was important that communities continue to create new housing, in order to make
progress toward the goal of ending homelessness, and HUD funds were the obvious
resource to make that happen. Understanding this situation, Congress directed HUD to
use more of its funds to create and sustain permanent supportive housing. In response,
HUD created incentives in the Continuum of Care competition to encourage communities
to use more of its funds for housing and less for services. It was argued that the services
no longer covered by SHP funds could be funded instead by increasing the participation
of program tenants in mainstream services.
Today (2009), about 66 percent of HUD competitive SHP funding goes to housing and
about 33 percent goes to services, which are concentrated more on case management and
other core services that help keep people in housing, and less on activities that are the
province of other federal agencies. This shift and increased appropriations freed HUD to
commit its resources to create over 40,000 new permanent supportive housing units since
the new policy took effect.
The Core Study Questions
The questions that arise following HUD’s dramatic shift in resource allocation are: have
communities been able to compensate for the loss of supportive services funding for
homeless programs? If yes, how have they done it? This study was conducted to gain
answers to these questions.
The expectation was that mainstream public agencies at the local level—welfare offices,
Social Security offices, mental health and substance abuse agencies, employment and
training agencies, and the like—would be the most likely source of funding to
compensate for the services funding lost through HUD’s policy shift. Replacement
services funding might come through grants or contracts from local public agencies to

xiExecutive Summary
homeless assistance providers, but difficulties obtaining such contracts and their historic
unreliability from year to year were among the reasons that homeless assistance providers
looked to HUD for services funding in the first place. A more likely source of services
funding is linked directly to homeless clients or formerly homeless permanent supportive
housing (PSH) tenants, through their eligibility for benefits and services (e.g., Temporary
Assistance for Needy Families [TANF], Supplemental Security Income [SSI], Medicaid,
veterans’ services).
If mainstream benefits and services are to be the source that pays for services to homeless
people in supportive housing projects, it is essential that homeless people are able to get
to the relevant public offices and to complete applications that will be successful.
Potential problems arise at this point; much evidence indicates that poor people in general
and homeless people in particular face many barriers to receipt of mainstream benefits
and services. This study was undertaken to see whether, and how, communities
mobilized in light of HUD’s policy shift to improve homeless people’s access to
mainstream benefits. Specific study aims included:
• Understanding the full range of barriers to homeless people’s access to
mainstream benefits, and developing useful classifications of barriers.
• Documenting the types of mechanisms that communities have developed to
overcome barriers and maximize access to and receipt of mainstream benefits and
services by homeless families and individuals, including communitywide
organizing (broad response) and specific mechanisms (focused response).
• Identifying the effects of local realities and the practices of local homeless
providers and mainstream benefit/services representatives on improved access.
• Seeing if communities could produce evidence that their efforts to increase access
have been successful.
• Seeing if communities have been able to compensate for the loss of funding for
services following from HUD’s shift in priorities for Supportive Housing Program
funds toward housing-related activities, by finding service funding from other
sources.
The Issue of Access to Public Benefits
Enrollment in mainstream public programs is rarely easy; over the past several decades,
hundreds of studies have documented the fact that many people eligible for a particular
benefit do not sign up for or receive it. Regardless of the benefit—whether it is TANF,
the major federal-state welfare program for families; SSI, which supplies cash income for
poor disabled people; food stamps; Medicaid; or behavioral health services—studies find
numerous barriers that keep eligible people from applying and from ultimately receiving
the benefit if they do apply.

xiiExecutive Summary
Some barriers to receipt of public benefits and services occur at the front door of public
service agencies. Staff of local public agencies make policy-related decisions that affect
access, often informally. In a seminal work, Lipsky (1980) argued that “policy
implementation in the end comes down to the people who actually implement it.” He
coined the term “street level bureaucrats” to characterize the frontline staff of public
agencies—police, firemen, teachers, eligibility and case workers, and others—who
interact directly with the people who want to use an agency’s programs and services. He
pointed out that their interpretation of policy, as well as their attitudes and behavior
toward applicants, may determine whether individuals do or do not receive the benefits
and services to which they are entitled. Communities that are serious about increasing
the proportion of homeless people who receive mainstream benefits must examine the
ways that frontline workers interact with potential clients, and do what it takes to improve
those interactions until they are no longer barriers.
In addition to the issues posed by frontline workers in public agencies, many studies have
noted other barriers to benefit receipt. These include ignorance of the benefit altogether,
that one might be eligible for it, or how to apply; inability to get to the application office
or to get there when it is open; the complexity of the application process; requirements
for extensive documentation; language barriers; and stigma, to name a few barriers that
attach to individuals. When homelessness is added to the barriers experienced by low-
income people in general, the process of completing a successful application for
mainstream benefits can be daunting. Added to individual-level barriers are barriers
arising from an inadequate supply of the benefit or service—a nearly universal
circumstance for any benefit or service that is not an entitlement.
1
Approach
The study goals were addressed primarily through qualitative inquiry, conducting site
visits, and analyzing responses to interviews with multiple key informants in each of
seven study communities (Exhibit 1). The seven communities were selected through a
multi-stage process. We assembled a list of communities that we thought were making
significant efforts to increase access, conducted screening interviews, and made the final
selections. The most significant criteria for final selection were a communitywide
approach to improving access rather than the work of a single agency, however
impressive, and the presence of some interesting mechanisms designed to increase
homeless people’s access to mainstream benefits and services. In addition, we made an
effort to select communities that: 1) had the possibility of being able to provide some
evidence that their access mechanisms were working to improve benefit receipt; 2)
1
Entitlement programs are those that must serve everyone who is eligible, even if that means that costs
increase. Entitlement programs examined in this study include food stamps, Medicaid, Medicare,
SSI/Social Security Disability Income (SSDI), General Assistance, and pensions and disability benefits for
veterans. Other programs examined in the study enroll new people only as long as their funding allocation
lasts; these include TANF; health care; mental health and substance abuse treatment and services; federal,
state, and local rent subsidies and public housing, employment and training, and health and behavioral
health care for veterans.

xiiiExecutive Summary
provided geographic balance; 3) included some large, medium, and small communities;
and 4) had not been included in previous HUD studies.
Exhibit 1: Cities Selected for Site Visits
Large Cities Medium-sized Cities Small Cities
Denver, Colorado
Miami-Dade County, Florida
Pittsburgh/Allegheny County,
Pennsylvania
Albuquerque, New Mexico
Portland, Maine
Norfolk, Virginia
Albany and Albany County,
New York
Two-person teams spent two to four days visiting each study community. During these
visits the team conducted individual and group interviews with one or more key leaders
among providers of housing plans and programs in the community; providers of
mainstream benefits and services; providers of services to homeless persons; and relevant
federal, state, and local governmental officials. Additional data were gathered through
document reviews and follow-up telephone calls to key informants to clarify any issues
or discrepancies from site visit notes.
The site visits were supplemented with analysis of existing quantitative data from the
Substance Abuse and Mental Health Services Administration (SAMHSA) Homeless
Families study and from local and national data on people leaving HUD-funded programs
as reported to HUD on those programs’ Annual Performance Reports (APRs).
Responses to HUD’s Policy Shift
Before commissioning this study, HUD already knew the extent to which each of the
country’s Continuums of Care had shifted its funding requests toward housing. Exhibit 2
shows how the seven communities in this study changed in response to HUD’s placement
of greater emphasis on having Continuums of Care use SHP resources for housing rather
than services. For each community, the proportion of funds allocated to housing and
services for the year 2001 and the year 2007 is shown (third panel), followed by the
change in funding for each category as a proportion of 2001 dollars (fourth panel).
Four of the seven communities more than doubled their receipt of housing resources
(capital and, mostly, rent subsidies) from the SHP, and one community (Pittsburgh) came
close to tripling it, reflecting the increased resources available through the SHP thanks to
larger congressional appropriations targeted toward permanent supportive housing as
well as their own success in winning those resources through annual applications to
HUD. Albany and Albuquerque also experienced substantial increases in SHP housing
resources (60 and 37 percent, respectively). Only Norfolk remained essentially static in
its SHP housing-related funding.

xivExecutive Summary
Exhibit 2: Changes in Allocation of U.S. Department of Housing and Urban
Development Funding to Housing and Services
Community
Funds Allocated to Housing and Services
(in millions)
% Housing
Funds
% Change in
Funding
2001 2007
Housing Services Housing Services 2001 2007 Housing Services
Albany 1.06 0.80 1.70 0.64 57% 72% +60% -19%
Albuquerque 2.35 1.06 3.22 1.27 69% 72% +37% +19%
Metropolitan Denver 4.19 2.91 7.39 2.76 59% 73% +176% -5%
Miami-Dade Co. 6.96 7.00 13.62 10.33 50% 56% +187% +48%
Norfolk 1.66 0.78 1.67 0.76 68% 69% +1% -3%
Portland 0.83 0.56 1.73 0.86 60% 67% +207% +54%
Pittsburgh/All. Co. 3.58 7.65 10.67 3.55 32% 75% +289% -54%
The same is clearly not true for SHP services funding, as shown in the last column of
Exhibit 2. Services funding either increased considerably less than housing resources as
a proportion of all SHP funding, or actually declined. Some declines were very small (3
and 5 percent for Norfolk and Denver, respectively), but Albany received 19 percent less
services funding from SHP in 2007 as it did in 2001, and Pittsburgh received less than
half the services funding in 2007 as it did in 2001. In the case of Pittsburgh, this change
appears to be linked to the very low proportion of its SHP funds that were going to
housing in 2001, and the very dramatic shift that occurred between that year and 2007—
the largest shift of any study community, from 32 to 75 percent (third panel of Exhibit 2).
Discussions with community leaders during site visits of how the change in HUD policy
affected their decisions yielded the following (Chapter 8 provides more detail):
• Some communities sought and were able to find additional resources to support
new services (for example, Denver) or to substitute for the lost services funding
(for example, Pittsburgh, which was able to replace at least some behavioral
funding through government and foundation support).
• Some communities could not find additional resources and have been forced
either to cut back or to forgo needed new services.
• Some communities have not changed their allocation of SHP funds between
housing and services. Some were already devoting a high proportion of their
HUD request to housing (Norfolk, Albuquerque), some were willing to accept
the risk of a reduction in funding in the Super Notice of Funding Availability
(SuperNOFA) process, and some relabeled basic services such as housing
stabilization as operations funding.

xvExecutive Summary
Thus the shift in HUD policy made little effective difference in some communities, while
in others, a convergence of the HUD policy shift, perceived dependence on HUD
funding, and local circumstances appears to have led to a perceptible increase in efforts to
maximize mainstream benefit access.
Major Findings
Findings fall into four areas:
1. We identified three categories of barriers to access.
2. We identified three categories of mechanisms to reduce or eliminate barriers.
3. We gathered available information that shows the success of study communities
in helping homeless people access benefits and services, and supplemented it with
new findings from the SAMHSA Homeless Families study.
4. We explored the nature and activities of centralized organizational structures in
study communities and the role they play in increasing homeless people’s access
to mainstream benefits and services.
Categorizing Barriers to Access
Once all barriers were listed and described, we were able to group them into three broad
categories—structural, capacity, and eligibility.
Structural barriers come into play when benefits are available and a person is
eligible for them, but various obstacles nevertheless prevent the person from getting
the benefits. They may relate to where mainstream programs are located, how they
are organized, or what they require of applicants. They include barriers posed by
mainstream agency locations that are remote or inconvenient, and also by limited
days and hours that offices are open; the sometimes negative atmosphere of the
application office, the way staff treat applicants, stigma, and other environment
matters; the complexity and length of benefit applications that pose significant
cognitive demands; requirements for identification and documentation; the
complexity of maintaining enrollment; staff knowledge of systems and processes, or
lack of it; and the problems that arise when a person needs assistance from more than
one agency (system interaction problems) (see Chapter 4 for more detail).
For structural barriers, the problem of access lies outside the program’s basic
eligibility rules and capacity, falling, rather, within the domain of its implementation
and structure. Structural barriers afford perhaps the greatest opportunity for
increasing access to mainstream benefits without the difficult tasks of changing
eligibility criteria or increasing revenues. For these reasons, they are generally more
politically palatable and have the potential for informal, timely solutions. Structural
barriers, however, can also be the most pervasive, restrictive, and hidden barriers a
community may face. Indeed, it is often hard to gain information on the extent of

xviExecutive Summary
these barriers because they inherently reduce contact and communication between a
program and its potential clients. In every site visited, structural barriers represented
both a significant frustration for delivering benefits and a primary target of
mechanisms for increased access. They were the type of barrier most commonly
addressed by local efforts to increase access.
Capacity barriers are those posed by the inadequacy of available resources to meet
the need of all people who are eligible for a benefit or service. Funding is finite, or
capped, and people get the benefit or service only as long as the money lasts. Mental
health and substance abuse services and treatment are often funded in this way, as
are rent subsidies, whether federal, state, or local. Alternatively, the benefit may not
exist at all in some communities. For example, many communities and states do not
offer General Assistance—welfare for poor single adults and families that do not
qualify for TANF. Capacity barriers are much more difficult than structural barriers
for communities to reduce, because doing so usually requires commitment of new
resources. Nevertheless, most study communities managed to acquire new resources
to expand capacity for at least one mainstream benefit or service (see Chapter 5 for
more detail).
Eligibility barriers are those set by program rules that establish the criteria for who
may receive the benefit and who may not. They include income level (must have
well below poverty-level income to qualify for most benefit programs), household
type (TANF is only for households with children), receipt of other benefits
(Medicaid is only available to households that receive TANF or SSI, unless a state or
locality has a supplemental program that is funded entirely with state dollars), age
(being 65 or older qualifies a person for Medicare), disability (which must be of a
certain severity and duration to qualify for SSI or SSDI), and criminal history (HUD
denies housing subsidies to people with a drug-related felony conviction) (see
Chapter 6 for more detail).
In addition, some benefits have time limits on receipt, either for one’s lifetime (60
months for TANF) or for a single spell of benefit receipt. Some General Assistance
programs limit receipt to six or nine months in a year. Food stamps limits receipt for
people who are able bodied and without dependents to three months out of every
three years unless they are working or involved in work-related activity—although
the American Recovery and Reinvestment Act of 2009 has recently given states the
option to waive these requirements for most people until October 1, 2010 and in
areas of high unemployment even after that date.
Eligibility restrictions for the major benefits of food stamps, Medicaid, and SSI are
embedded in federal policy. Such barriers are not easily influenced at the local level,
so it is not surprising that we found very few examples of mechanisms for increasing
access that succeeded in changing or expanding eligibility criteria, as evidenced by
the limited number of relevant mechanisms observed in the study communities.

xviiExecutive Summary
Categorizing Mechanisms to Overcome Barriers
As part of planning for site visits, we tentatively divided the types of activities that
communities could use to overcome barriers into three categories—smoothing, changing,
and expanding. Smoothing mechanisms, we thought, would be those that worked to
reduce the structural barriers limiting homeless people’s access to mainstream benefits,
but that did not involve changes in eligibility or capacity. Changing mechanisms would
be those that altered the eligibility of homeless people for a particular program without
changing the overall capacity of the program. An example would be a health clinic that
set aside particular days or hours to serve homeless people, or a rent subsidy program that
established a priority for homeless households. Expanding mechanisms were expected
to be those that added resources so more qualified people could get a benefit or service,
or so that previously ineligible people could get the expanded service. In short, we
expected we would see a one-to-one association of type of mechanism with type of
barrier that needed to be eliminated.
Once we had the information collected during site visits, we revisited our classification of
mechanisms. We found the categories to be largely appropriate. We also found,
however, that one mechanism often addressed many barriers, and often for many benefits
at once. For instance, a sophisticated outreach network with appropriate follow-up helps
to overcome transportation issues, doubts about eligibility, friendliness and respect from
caseworkers, application complexity, staff knowledge of multiple programs, and even
system integration issues, while promoting access to most mainstream benefits. A single
point of access intake center accomplishes many of the same things, although not
transportation issues. In addition, we found that it was not always easy to draw the line
between changing and expanding mechanisms, because something that changed
eligibility for homeless people represented a true expansion of benefits available to them,
even though it did not mean that the availability of the benefit had expanded overall. We
had to refine the definitions of “changing” and “expanding” to specify that “expanding”
had to involve an increase in the overall availability of a benefit or service, not just an
increase for homeless people gained by giving homeless people priority for a benefit with
the consequence that someone else would not get it. Chapters 4, 5, and 6 describe the
many specific mechanisms that fall into each category.
Mechanisms Used by Study Communities to Increase Access to
Mainstream Programs
Smoothing mechanisms address the problems of street level barriers to mainstream
access directly, by making it easier for homeless people to know what they are
eligible for and how to apply; and by improving the knowledge, skills, and
interactions of homeless assistance case workers and intake workers in mainstream
benefits offices. Thanks to these mechanisms, homeless people are more likely to
get to a mainstream agency and to get through the application process successfully.
Smoothing mechanisms developed by study communities include providing
transportation; doing outreach (including highly organized communitywide

xviiiExecutive Summary
collaborative outreach with follow-up); co-locating mainstream eligibility workers in
homeless assistance programs; creating “one-stop” intake centers for homeless
people where representatives of many mainstream agencies are present to offer help
in applying for benefits; situating mainstream offices conveniently; providing “quick
question” lines at benefit offices; providing telephone lines to services that can
connect to translators for up to 40 languages; providing access to computers that let
applicants fill in their own data; training homeless assistance caseworkers in
mainstream application procedures, including SSI/SSDI Outreach, Access, and
Recovery (SOAR) training; establishing good communications among homeless
assistance workers and mainstream agency eligibility workers; and developing
strategies for “pending” applications and “suspending” benefit receipt for people in
institutions so their benefits will be available to them immediately upon discharge;
among other strategies.
Changing mechanisms include modifications of restrictions on eligibility for
housing subsidies for ex-offenders, and establishing “homeless priorities” for health
care, mental health care, and housing subsidies.
Expanding mechanisms all involve the commitment of additional resources, which
study communities did for health care, mental health care, substance abuse treatment,
case work and other supportive services in permanent supportive housing, and
housing itself, through raising funds from local sources and allocating Community
Development Block Grant (CDBG) or Home Investment Partnership (HOME)
funding to create housing opportunities for homeless households.
After identifying the various mechanisms that study communities use to overcome the
array of barriers that restrict homeless people’s access to mainstream benefits and
services, we used this information to assess which programs were the most frequent
targets of local efforts. Exhibit 3 shows what communities are doing about each benefit,
as well as what mechanisms they use, making it possible to see which benefits are subject
to widespread efforts to improve access and which ones are less likely to be included.
Exhibit 3 also provides a quick overview of the type of mechanism (smoothing,
changing, or expanding) that study communities are most likely to use to improve access
(second column), and the issues that arise for particular benefits and services as
communities try to put effective mechanisms in place (third column).
We divide the mainstream programs into entitlements and other programs. Entitlements,
shown in the top panel of Exhibit 3, are “guaranteed,” in the sense that if one meets the
eligibility criteria the program is required to provide the benefit, regardless of how many
people are eligible or how much it costs. With the exception of General Assistance, the
entitlement programs examined in this study are all federal, including food stamps,
Medicaid, Medicare, General Assistance, and disability benefits and pensions for
veterans. Other benefits and services, shown in the second panel of Exhibit 3, are not
entitlements. They operate with fixed budgets and usually do not have enough resources
to serve all eligible people.

xixExecutive Summary
One can see in Exhibit 3 that most study communities have created at least some access
mechanisms for the major federal entitlement programs, and those that have General
Assistance also work to improve access to that benefit. One can also see that smoothing
mechanisms are by far the most common type, with no community succeeding in
changing eligibility criteria for these programs, and only two communities achieving
some program expansion using state or local resources.
With respect to services that are not entitlements, including TANF, smoothing
mechanisms are still the most common approach. But at least one study community, and
often more, has been able to change eligibility and/or expand capacity for each type
except TANF and health and behavioral health care specifically for veterans. These
expansions represent significant new commitments of local resources, along with
occasional use of state resources. The more organized the study community and the
stronger its central organizing structure, the more likely it is to have been able to expand
capacity for at least one nonentitlement service.
Documenting Improvements in Homeless People’s Receipt of Benefits
Evidence in study communities regarding connections to mainstream services and
benefits is generally incomplete, with the best information coming from the Annual
Performance Reports that programs receiving HUD funding must file. This information
describes receipt of income from mainstream benefits at program entry and program exit
for people leaving transitional and permanent supportive housing programs. Four study
communities (Miami, Norfolk, Pittsburgh, and Portland) were able to supply these APR
data, for 2007. The Office of Special Needs Assistance Programs, which manages the
SHP, provided us with data reflecting national averages for similar programs for 2007.
We compare the data from study communities to these national averages to assess
whether the communities’ activities designed to improve access lead to higher than
national average receipt of public benefits by homeless people (Chapter 2 provides
details).
We found evidence that people exiting HUD-funded programs in the four study
communities were likely to be connected to income sources (SSI/SSDI, TANF, General
Assistance, food stamps, and employment) at rates for 2007 that exceed national rates for
that year for people leaving similar programs. Among these benefits, the highest rates of
enrollment were for food stamps—40 percent or more in three communities, compared to
the national average of 25 percent for people leaving similar programs. The four study
communities reported very different rates of SSI and SSDI receipt. Two communities
reported 16 and 19 percent receiving SSI compared to the national average of 11 percent,
but two others were somewhat lower than the national average. One community reported
that 11 percent of program leavers were receiving SSDI, compared to the national
average of 5 percent; the remaining communities reported SSDI rates only slightly higher
than the national average or, in one instance, somewhat below the average. General
Assistance is not available in two communities, but in the two that have General

xxExecutive Summary
Exhibit 3: Summary of Findings Related to Specific Benefits and Services
Benefit or Service Smoothing, Changing, or Expanding Mechanisms in
Study Communities
Issues
Entitlements (no cap on how many people can receive if eligible)
Food stamps SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh
(through simplified applications, waiver of face-to-face interview
requirements, expedited access, outreach, outstationing, “pending”
applications, and suspending rather than terminating benefits during
institutional stays)
Cannot change eligibility; set at federal
level. Can smooth application procedures
and facilitate acquisition of needed
documentation. Recent federal policy is
pushing streamlined procedures that
increase access
Medicaid SMOOTHING—Miami (children, through Temporary Assistance for
Needy Families [TANF] office, mentally ill offenders through
Supplemental Security Income/Social Security Disability Income
[SSI/SSDI] Outreach, Access, and, and Recovery
[SOAR]);
Portland
(specialized SSI staff, consolidated application); Denver (consolidated
application, outreach, benefit suspension for institutionalized persons);
Norfolk (Homeless Action Response Team); Albany (outreach at
hospitals); Pittsburgh (consolidated application, rapid enrollment in
medical assistance managed care program)
EXPANDING—Portland (MaineCare noncategorical eligibility); Albany
(all General Assistance [GA] recipients eligible for state-funded
Medicaid)
Cannot change eligibility for basic
program; set at federal level.
Can smooth application procedures and
acquisition of needed documentation.
Some states set up additional eligibility
categories and pay for coverage entirely
with state dollars. Among study
communities, Maine and New York do this.
Medicare No study community specifically mentioned trying to improve access to
Medicare, but SOAR and other mechanisms to improve SSI access do
the same for SSDI if it is relevant, so these mechanisms will also increase
access to Medicare for anyone eligible for SSDI.
Depends on eligibility for SSDI, which most
homeless people will not have the
employment history to qualify for, or on
age (65 and older).
SSI/SSDI SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh
(through SOAR or specialized staff in public or homeless agencies,
including significant cooperation that has been developed with local
Social Security Administration offices)
Issues same as Medicaid. SOAR and other
mechanisms make a big difference for
speed and success of SSI applications.
General Assistance SMOOTHING—Portland, Pittsburgh
EXPANDING—Denver (increased motel vouchers using General
Assistance funds)
Many states do not have General
Assistance; for those that do, eligibility
thresholds and benefit levels are very low.
Veterans’ disability benefits SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh Need honorable or general discharge,
length of service, documentation is an
issue, vets of older wars losing priority to
newer vets.
Veterans’ pension SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh

xxiExecutive Summary
Exhibit 3: Summary of Findings Related to Specific Benefits and Services
Benefit or Service Smoothing, Changing, or Expanding Mechanisms in
Study Communities
Issues
Other Benefits and Services (resources usually not sufficient to serve all eligible people)
TANF SMOOTHING—Portland, Denver, Norfolk, Pittsburgh (consolidated
applications, language lines, computerized search for documentation)
Eligibility, length of receipt, requirements
for participation, and sanctioning policy are
set at state level, with little local flexibility to
modify.
Health care SMOOTHING—All (Health Care for the Homeless [HCH]), Miami (post-
shelter linkage); Denver (priority at clinic, mobile unit); Pittsburgh and
Albuquerque (co-location)
EXPANDING—Miami (Homeless Trust purchase of health services),
Portland (MaineCare for noncategoricals); Denver (new medical
respite program)
State or local jurisdictions must commit
resources; of study communities, only
Portland (Maine) has expanded Medicaid
eligibility through state-only funding.
Mental health services
other than through
Medicaid
SMOOTHING--Miami (purchase of services); Norfolk (Projects for
Assistance in Transition from Homelessness [PATH] and Assertive
Community Treatment [ACT] teams); Albany (single point of access,
co-location); Pittsburgh (case management, provider coordination, co-
location); Albuquerque (co-location)
EXPANDING—Miami (Homeless Trust purchase of services, state and
federal grants, county funds); Denver (new ACT team); Pittsburgh
(new funds for behavioral health managed care entity)
Funding falls extremely short of need in all
study communities.
Substance abuse treatment
other than through
Medicaid
SMOOTHING--Denver (PATH, Benefit Acquisition and Retention, and
Homeless Outreach teams); Albany (single point of access);
Pittsburgh (provider coordination)
EXPANDING—Portland (HCH expansion, provider specialization);
Albuquerque (new city funding for Sobering Center/single point of entry
for substance abuse services)
Funding falls extremely short of need in all
study communities.
Federal rent subsidies or
public housing
SMOOTHING—Portland, Denver, Norfolk
CHANGING—Pittsburgh (changed Moving to Work felony rehabilitation
clause systemwide); Albuquerque (adjusted felony rules for one
program’s clients)
Far too few subsidies, waiting lists are
extensive or closed, not all give priority to
homeless households.
State/local rent subsidies EXPANDING—Miami (for ex-offenders with mental illness); Denver
(Road Home funds); Portland (access to state subsidies); Albany (two
local housing trusts); Pittsburgh (Local Housing Options Team);
Albuquerque (city funds to support housing first program)
Shows strong local commitment, but still
too few.
Use of Community
Development Block Grant
CHANGING/EXPANDING—Denver, Norfolk, Pittsburgh, Portland
(similar resources from state housing authority/housing finance agency)
Rare nationally, so having four out of
seven study communities allocating

Executive Summary xxii
Exhibit 3: Summary of Findings Related to Specific Benefits and Services
Benefit or Service Smoothing, Changing, or Expanding Mechanisms in
Study Communities
Issues
and Home Investment
Partnership for homeless-
related housing
resources from these U.S. Department of
Housing and Urban Development block
grants to homeless-related residential
programs reflects the consequences of
high-level executive leadership on ending
homelessness.
Employment and training SMOOTHING—Denver, Norfolk
CHANGING--Albuquerque (Vocational Rehabilitation resources for
women with criminal histories)
EXPANDING—Pittsburgh (Homeless Children’s Education Fund)
Federal performance standards may
discourage some One-Stops from serving
people with disabilities; pressure for people
to be work-ready.
U.S. Department of
Veterans Affairs (VA)
health/ behavioral health
care
SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh Same as for VA cash benefits.

xxiiiExecutive Summary
Assistance, participation rates at program exit were 19 and 22 percent compared to the
national average of 6 percent. TANF receipt ranges from 1 to 23 percent in the four
study communities with data, compared to the national average of 8 percent.
The higher rates of enrollment in food stamps reflect the reality that basic eligibility is
broadest for food stamps, and also the fact that many barriers to access have been reduced
through structural mechanisms (for example, outreach, waiver of face-to-face meetings)
described in Chapter 4. Variation in access to SSI/SSDI reflects the high barriers to
access that are more likely to have been addressed, at least in part, by whether
communities have trained staff in the SOAR model. We may speculate that variations in
rates of access to TANF may reflect the extent to which communities have adopted
mechanisms (for example, outreach) to overcome the barriers to this program, but they
are equally likely to reflect the differential restrictiveness of TANF eligibility and
application rules set by states. Across all programs, smaller communities, Norfolk and
Portland, have much higher participation rates than the larger communities, Miami and
Pittsburgh.
Rates of enrollment in Medicaid in the four study communities do not differ from
national rates for people in similar programs. Within the four study communities these
also vary widely, ranging from 4 to 24 percent at exit from HUD programs. Again,
Norfolk and Portland have the higher rates. No data are available on rates of enrollment
in services such as primary health, mental health, or addictions care, or in life skills
development or employment supports.
Data from the SAMHSA Homeless Families study, reviewed in Chapter 7, indicate
generally high rates of participation for study families in Medicaid and food stamps
(consistently above 70 percent) and TANF (between 44 and 63 percent), with much lower
participation in other programs.
2
Patterns of participation for all three of these welfare
programs, plus mental health and substance abuse services, were highest at the 3-month
follow-up and then dropped off by 15 months after baseline, suggesting the influence of
program help to get benefits that operated during the initial months after first program
contact. Additional influences on later participation rates may include loss of eligibility
(for example, for TANF, families may have exhausted their months of eligibility), new
episodes of homelessness that resulted in benefit termination, and stabilizing to the point
of not needing benefits any more. Some benefits that take longer to access showed a
different pattern, however, increasing steadily over the course of the study. These
included SSI and SSDI and housing and child care subsidies, all of which probably
required assistance from case managers to access, but which have extended periods of
application processing or wait listing. The only program characteristic that made a
2
These enrollment rates for SAMHSA Homeless Families participants are substantially higher than the
rates for the same programs reported by the communities in the present study. Reasons include the fact that
all SAMHSA participants were family households, and thus likely to be eligible for TANF; that enrollment
in food stamps and Medicaid is usually done at the same time as TANF intake; and that average monthly
TANF caseloads were 25 percent higher in 2000, when recruitment for the Homeless Families study was
occurring, than in 2007.

xxivExecutive Summary
difference to the probability of benefit receipt was case load size, with smaller case loads
generally resulting in clients being more likely to receive benefits.
Understanding the Role of Central Organizing Structures
An important reason for selecting the communities included in this study was that each
has developed a 10 Year Plan (10YP) to end homelessness (one has a 5 Year Plan) and
has some type of communitywide organizing structure with the responsibility to carry it
out. Increasing access to mainstream benefits is part of all these plans. As has been
found in previous HUD studies, of community efforts to end chronic homelessness (Burt
et al. 2004) and prevent homelessness (Burt et al. 2006), a strong central organizing
structure focused on a particular goal, which in the case of the present study is increasing
access, is key to achieving communitywide, systemwide effects. We consider the
structures working to end homelessness to be potentially the most important
“mechanism” in study communities for increasing homeless people’s access to benefits,
if the community chooses to use them for this purpose. These structures have the
capacity to identify barriers to access and may choose to generate ways to reduce these
barriers if they consider doing so a priority.
Study communities differ considerably, however, in the scope and authority of their
organizing structure, the extent to which it has taken on this challenge, and the resources
it has at its disposal for increasing access. For the reader to fully appreciate the
mechanisms that communities have developed to overcome structural, capacity, and
eligibility barriers, it is essential to understand the role of community organizing
structures and how specific mechanisms fit into the overall picture of the ways these
seven communities address the homelessness in their midst.
Five study communities have strong central organizing structures that identify gaps and
take steps to fill them, including gaps in homeless people’s access to mainstream benefits
and services. Two have strong mayoral support (Denver and Norfolk), one has an
independent funding stream (Miami-Dade County), another (Denver) does major
fundraising from the private community, two have been their community’s primary focus
of planning and action to end homelessness for more than 15 years (Miami and Portland),
and three benefit from major involvement of the public agency that controls core public
benefits (Denver, Norfolk, and Portland). Albany has a working alliance among its
homeless coalition and two county government agencies that has generated significantly
more access mechanisms than neighboring counties, despite the absence of the types of
political support found in Denver and Norfolk. Finally, Albuquerque does not have the
benefit of a strong central structure, but provider efforts over the years have gone some
way toward improving access to mainstream services for their own clients through
various arrangements with public agencies.
Brief examples will demonstrate the ways that central organizing structures have applied
themselves to the challenge of increasing homeless people’s access to benefits by
orchestrating multiple, coordinated, communitywide activities designed to reach that end
(Chapter 3 provides more detail on these examples, plus others from all study
communities):

xxvExecutive Summary
• Denver’s Road Home began in 2005. It is housed in the Denver mayor’s office
and is charged with implementing Denver’s 10YP. It has raised substantial
resources to fully fund the plan. Helping homeless people with disabilities to
move into housing is central to the plan, so substantial resources have gone into
creating permanent supportive housing units. To get the right people into those
units, Denver’s Road Home realized it would have to connect with long-time
homeless people and help them get benefits that would make it possible for them
to support themselves in housing. Denver’s Road Home therefore set out to
organize all the existing outreach programs in town. It did so, expanding some
along the way. It pays for 20 outreach workers including two in the police
department. It pays for a coordinator and for a dispatcher, who provides a central
contact point for members of the public who are seeking help for a homeless
person. It facilitates relations of the outreach teams with mainstream agencies.
Some of the results, over the plan’s first three years, include helping at least 2,000
people to access public benefits and treatment services, as well as creating over
1,200 units of permanent supportive housing. Chronic homelessness was down
36 percent in Denver’s Road Home’s first three years.
• The Homeless Trust (HT) is Miami-Dade County’s organizing structure. The HT
came into being in 1993, at the same time that the county began taxing itself to
provide resources to address homelessness through a tax on food and beverages
served in many restaurants and bars. The HT manages the resources generated by
that tax as well as all other public resources devoted to addressing homelessness.
The HT created two Homeless Assistance Centers that provide many direct
services (for example, health care) as well as connections to most mainstream
benefits through co-location of mainstream agency staff. The HT also funds three
outreach teams that coordinate to cover the whole county and to help connect
people to benefits and services. After identifying lack of documentation as a
major issue in homeless people’s inability to obtain benefits, it decided to fund a
document retrieval service for driver’s licenses, birth certificates, and other
documentation. A major, multi-year project to divert homeless people with
mental illness from being arrested and jailed, and provide them with housing and
appropriate services, is also orchestrated through the HT.
• Portland’s Emergency Services Assessment Committee (ESAC) has been that
community’s central organizing structure since the mid-1980s. When faced with
the need to shift HUD resources from services to housing, ESAC took steps to see
that people connected to mainstream benefits to replace the lost services funding.
It set up trainings in which all major benefits agencies teach caseworkers in
homeless service agencies about the benefits they offer and how to apply.
Mainstream benefits workers at many Portland agencies say that since the
trainings began, the applications they receive are more accurate and more
complete, with fewer applications from clearly ineligible people. ESAC also
began pushing homeless assistance providers to increase the proportion of their
clients who receive benefits, and monitor performance as part of the process of

xxviExecutive Summary
ranking proposals for continuation funding through the Continuum of Care
process.
Effective community organizing structures in study communities take the multi-year view
of improving mainstream access. They set goals, identify gaps in existing service
offerings or approaches that would get in the way of meeting goals, develop strategies to
fill gaps and meet goals, assess their progress, and alter course if needed. Most have
deliberately set out to increase the proportion of homeless people in their community who
receive mainstream benefits, recognizing that gaining access often is not easy for
homeless people, and setting up mechanisms to facilitate not just access but approved
applications and continued benefit receipt. Their experience and sometimes formal
documentation tells them that many more homeless people are probably eligible for an
array of benefits than are currently receiving them, so their goal is “more.” To assemble
the resources to put facilitating mechanisms in place and to build community support, a
number of them go to great lengths to explain their goals, strategies, and progress to their
communities in the expectation that the communities will respond with both strategic and
financial support.
A reasonable conclusion we can draw from site visit findings is that the more strongly
organized communities are the ones that have: 1) thought through and put in place a
range of mechanisms to improve access; 2) made sure those mechanisms covered the
whole community; 3) made more of an impact on how mainstream agencies do business;
and 4) significantly increased the degree of coordination and collaboration among
homeless assistance providers, among mainstream agencies, and between the two groups.
A single case worker in one homeless assistance program can develop a good relationship
with a single intake worker in one mainstream benefit agency—this happens all the time,
in most communities around the country. But these relationships die when staff change,
and do not create any systematic change that will survive when personnel change. To get
that level of change, at the system level, requires the intimate involvement of the type of
centralized organizing structure at work in most study communities.
Implications
Ending homelessness will not occur without housing opportunities for individuals and
families who are now homeless. However, often housing alone is not sufficient. There
must also be supports, particularly mainstream benefits and services. Without these
supports, some individuals and families will not move successfully into permanent
housing, nor will they be able to retain that housing. While HUD’s primary mission as an
agency is to assure access to housing, it has also recognized a need to assure availability
of supportive services. Those supports are more likely to be available under the
following conditions:
• First, whether or not a community has a 10YP, it will need an organizational
structure for addressing changes in the policies and practices of homeless
assistance programs and public agencies so that access to benefits continues and
improves. A community organizing structure that focuses primarily on deciding

xxviiExecutive Summary
how to allocate HUD funds, such as a narrowly focused Continuum of Care
committee, does not usually address issues of access to mainstream benefits, let
alone develop mechanisms appropriate to improving access. Community
organizing structures that are more effective for this purpose will embody the
following characteristics: they take a perspective covering many years; they set
goals that are broadly accepted by the larger community, but work to bring the
larger community along toward the goals that will end homelessness; they
identify unmet needs; they apply creativity and perseverance to the task of
evolving strategies to fill gaps in existing service offerings or approaches; they
tend to have strong political support; they assemble information about what works
and what does not work and apply that knowledge to improve things; and they
pay serious attention to building, maintaining, and expanding community support
for their efforts.
• Second, communities should look for mechanisms to improve access that show
some evidence of effectiveness in other communities. This report has described
many mechanisms that demonstrate the creativity and commitment of
communities to ending homelessness. There is no shortage of appropriate ideas.
• Third, communities should make far greater efforts to assure that the promise of
the Homeless Management Information System (HMIS) is fulfilled. In the seven
study communities, HMIS do not appear to be structured in ways that give
coordinators and program managers essential information in a timely manner.
Although they nominally cover emergency shelter programs, they do not require
enough information to document service receipt at first contact with the homeless
assistance system, nor do they record what happens thereafter. As a result,
communities have no way to systematically determine how well they are doing
with respect to assuring access to mainstream benefits and services and where
there are gaps that need to be addressed.
Over the past decade, to assure the availability of resources to create new permanent
supportive housing, HUD has promoted a policy in which it encourages communities to
reduce their allocation of HUD funds to services in favor of expanding their use to
develop housing and provide operating funds for new and existing units. This has left
some study communities relatively unaffected, but for others it has created difficult
choices with respect to funding existing service commitments or needs for new services.
Given legislative directives and its own departmental priorities, HUD is not at present
free to return to a policy that offers greater flexibility. Rather than continue with the
current situation, in which the U.S. Department of Health and Human Services (HHS) has
continued to grapple with mechanisms to assure access to its benefits and services for
homeless people, it might be better for Congress to augment the resources of the
McKinney-Vento Act to support certain well-defined core services. These funds could
be administered by HHS with the explicit directive that they be offered to communities in
an integrated manner through HUD’s current Continuum of Care application process, or
given to HUD to integrate into that application process for its transitional and permanent
supportive housing grants. Either arrangement would greatly simplify the lives of

Executive Summary xxviii
homeless service providers as well as greatly benefit homeless individuals and families.
The trade-off for communities would be that they would be expected to adopt both an
organizational structure and new mechanisms that assure greater access to mainstream
benefits and services, as well as the capacity through HMIS to effectively evaluate their
efforts. HUD could provide incentives to communities to plan the introduction of such
mechanisms and fund structures and services that support this direction.

1Chapter 1: Introduction
CHAPTER 1: INTRODUCTION
Homelessness continues to have an enduring presence in American society. Despite more
than two decades of federal effort, statewide planning, and local initiatives, an estimated
1.6 million unaccompanied individuals and persons in family households use homeless
shelters or transitional housing in one year (2007 Annual Homeless Assessment Report,
U.S. Department of Housing and Urban Development [HUD] 2008).
On one night at the end of January 2007, communities throughout the United States
counted about 672,000 homeless people, of whom about 58 percent were sheltered and
42 percent unsheltered. Sixty-three percent were individuals and 37 percent were persons
in families. About 18 percent of the total point-in-time homeless population met the U.S.
Department of Housing and Urban Development definition of chronic homelessness
(HUD 2008).
The structural issues that underlie the persistence of homelessness, as well as the
heterogeneity of the homeless population, defy simple solutions. Poverty, an ever-
increasing squeeze on the availability of housing affordable to very low-income people,
low-wage jobs, inadequate primary and behavioral health care, and drastically reduced
state mental health systems are just a few of the underlying economic and social factors
that, singly and in combination, contribute to homelessness in America.
The demographic characteristics of homeless people vary widely. The largest group, 67
percent, consists of single adults (the majority of them men), including those who have
physical disabilities, psychiatric disabilities, substance abuse problems, and/or are
veterans (Burt, Aron, and Lee, 2001;Burt et al. 1999). Families, defined as one or more
adults and at least one dependent child, make up about 37 percent of the homeless
population at any one point in time; 23 percent are children and 11 percent adults (Burt et
al. 1999). This is consistent with more recent data from the 2007 point-in-time count, also
showing that 37 percent of the homeless population was persons in families, of whom 38
percent are adults and 62 percent are children (HUD 2008). Unaccompanied or runaway
youth (who are often trauma survivors and/or gay/lesbian/bisexual/transgendered), as
well as young adults aging out of foster care, also contribute to the homeless population,
are not included in the National Survey of Homeless Assistance Provider and Clients or
Annual Homeless Assessment Report estimates, and have proved notoriously difficult to
enumerate.
Differences are also seen in the length of time and patterns of homelessness that people
experience, ranging from those who have one brief, often situational, episode; others who
cycle through multiple periods of homelessness; and those with long-term, sustained
histories of homelessness (HUD 2007). The literature shows that, based on factors
including demographic characteristics, histories of chronic health conditions, psychiatric
disabilities, substance use disorders, and other physical disabilities, and the nature and
extent of their history of homelessness, the type, extent, and duration of service needs of
different groups of homeless people varies widely. A family that experiences a brief

2Chapter 1: Introduction
episode of homelessness following the loss of a job will require a different set of services
to regain housing stability than will a single adult with a history of substance abuse and
psychiatric disability who has been homeless for several years.
In attempting to address some of the fundamental causes of homelessness, as well as the
wide-ranging needs for housing and services for those who are homeless, the federal
government has responded by funding a range of programs through a number of agencies.
This has resulted in a fragmented service system that is often difficult for states,
municipalities, service providers, and individuals in need to navigate (Government
Accountability Office [GAO] 1999a; GAO 2002; U.S. Department of Health and Human
Services [HHS] 2007a). Changes in HUD policy over the past decade have resulted in
more of its McKinney-Vento funding being targeted to the housing component of
supportive housing (capital, rent subsidy, other operations expenses), with an emphasis
on permanent, rather than transitional housing programs. Fewer HUD dollars are being
spent on the supportive services attached to these programs, services that help people
move from homelessness and keep them housed.
These policy shifts began during a period when the emphasis across federal agencies was
on encouraging coordination among systems and integrating mainstream services to
better meet the needs of people who are homeless, in the belief that the efficiencies
realized would expand access to basic services and supports as well as strengthen the
social safety net. In more recent years, the focus in federal policy and practice has shifted
from working to manage homelessness toward preventing and ending homelessness (U.S.
Department of Health and Human Services 2003). These policy shifts increase the
urgency of ensuring that all available funding is used efficiently, effectively, and in a
coordinated manner to meet the multiple service needs of people who are homeless, have
recently exited homelessness, or are at risk of becoming homeless.
Existing Research: Access to Mainstream Services and Benefits
for Homeless Populations
In gradually shifting its funding priorities away from supportive services and toward the
housing components of supportive housing programs, HUD acted on the assumption that
existing federal and state human service and entitlement programs for those in poverty
could, and rightly should, be accessible to homeless people to meet many of their needs.
As reports from government agencies (Government Accountability Office, 1999a; U.S.
Department of Health and Human Services, 2003; U.S. Department of Health and Human
Services, 2007a) and private foundations (Charles and Helen Schwab Foundation, 2003)
illustrate, the amount of federal funding available within mainstream programs dwarfs the
resources committed to targeted homeless services. The array of existing mainstream
benefits and services has been categorized and enumerated in different ways by
researchers, federal agencies, and other interested parties. The Government
Accountability Office (GAO, 1999a) defined the term as “publicly funded programs that
provide housing, food, health care, transportation, and job training designed to help low-
income individuals achieve or retain their economic independence and self-sufficiency.”
The Schwab Foundation’s report, Holes in the Safety Net: Mainstream Systems and

3Chapter 1: Introduction
Homelessness (2003), described mainstream services as “publicly-funded programs that
provide services, housing and income supports to poor persons whether they are
homeless or not. They include programs providing welfare, health care, mental health
care, substance abuse treatment, and veterans’ assistance.”
What Programs Exist to Meet Basic Needs?
While the definitions offered in the literature vary, it seems reasonable to state that
mainstream benefits and services consist of a wide variety of publicly funded services,
programs, and entitlements for low-income people that address basic needs, including,
but not limited to, income and employment, housing, food and nutrition, health and
behavioral health services, child welfare, and transportation. The Substance Abuse and
Mental Health Administration (SAMHSA) of the U.S. Department of Health and Human
Services (2003) provides examples of mainstream services and benefits, including
income support programs such as Temporary Assistance for Needy Families (TANF) and
Supplemental Security Income (SSI); supplemental food programs such as food stamps
and Women, Infants, and Children; health insurance programs such as Medicaid,
Medicare, and any state and local equivalents; health services such as Community Health
Centers, Federally Qualified Health Centers, county hospitals and clinics; public mental
health and substance abuse services; Workforce Investment Act programs that provide
supports for employment; and housing subsidy programs such as public housing, Housing
Choice Vouchers (formerly, Section 8 vouchers), and their state and local equivalents
where these exist.
In reports responding to congressional inquiries about the ability of homeless people to
access mainstream federal programs, the GAO (1999a; 2000) identified 50 programs
administered by 8 federal agencies that could provide assistance to homeless individuals
and families. Of these programs, 16 are targeted specifically to homeless people,
although eligibility for some programs is limited to specific subgroups such as veterans
or children. The remaining 34 federal programs include those available generally to low-
income people, as well as some designed for groups with special needs, such as people
with disabilities or people with HIV/AIDS. The GAO (1999a) stated that “while this
broader group may include homeless people, information on the number served is
generally not available.”
To What Extent Do Homeless People Access Mainstream Services?
Because eligibility for mainstream benefits and services is determined by factors other
than homelessness (such as income, age, or disability status), few mainstream programs
are required to collect information about the housing status of enrollees either at intake or
on an ongoing basis. This, as the GAO report just cited implies, makes it difficult, if not
impossible, to get accurate national data about the extent to which homeless families and
individuals receive mainstream services. Up-to-date national comprehensive information
is not readily available, but the 1996 National Survey of Homeless Assistance Providers
and Clients revealed that about half of homeless families received Aid to Families with
Dependent Children (AFDC, the precursor of TANF) and about 11 percent of all
homeless adults received SSI. There are also local and regional studies of homelessness

4Chapter 1: Introduction
(for example, Burt 2007; Hill and Kauff, 2001; Meschede et al. 2004) that report receipt
of some benefits; studies focused on access to a particular mainstream benefit (for
example, Burt and Anderson, 2006; Eiken and Galantowicz, 2004; Post 2001; Rosen,
Hoey, and Steed, 2001); a report specifically focused on identified problems with
homeless access to mainstream services (Charles and Helen Schwab Foundation 2003);
and existing federal data sources (for example, HHS 2007a; HUD 2007), suggesting that
homeless people tend to receive mainstream benefits at rates lower than do other people
in poverty.
What Factors Impede Access?
As Burt and colleagues’ 2002 evaluation of HUD’s Continuum of Care (CoC) approach
points out, the obstacles homeless people may encounter in trying to access mainstream
services include often unspoken attitudinal barriers, logistical problems, and lack of
sufficient funding: “Mainstream services often prefer not to serve homeless clients, often
are not readily accessible to homeless people, and usually do not have enough resources
to serve their non-homeless target populations.” Wireman (2007), a formerly homeless
man now working as a mental health services administrator, describes barriers such as the
rudeness, disrespect, even disdain, that homeless people often face from mainstream
service providers. Persons who are homeless face the same barriers to access for both
benefits and services as do other low-income people, with one significant exception.
Where services (for example, health, behavioral health) are involved, lack of capacity too
often places an upper limit on the numbers of persons who can be served in a community.
Agencies often opt to serve those who are easiest for their staff to understand and work
with—a reality that frequently puts homeless people at the end of the line. Wireman
concludes with his belief that, in principle, benefits must be made available to everyone
who meets the eligibility criteria.
The report Holes in the Safety Net (Charles and Helen Schwab Foundation, 2003) found
that some barriers to access individuals face may be inherent in the condition of
homelessness. For example, difficulty completing applications because of lack of
identification and other documentation; lack of a telephone and mailing address; lack of
transportation; higher likelihood of poor health, physical or psychiatric disability,
substance abuse problems, or criminal history; competing priorities such as obtaining
food and other basic necessities; and a lack of social support. In a study describing
barriers to public services encountered by people with psychiatric disabilities, the
Bazelon Center (1995) identified obstacles that could easily affect homeless people with
or without disabilities, including negative reactions from staff; ignorance of the existence
or location of services; difficulty sitting for long periods in waiting rooms or difficulty
keeping appointments; and a lack of assistance in completing confusing, complicated
application forms. Returning veterans, newly released jail and prison inmates, and people
recently discharged from psychiatric facilities, substance abuse treatment facilities, and
other institutions face particular obstacles in getting access to housing and mainstream
services. For example, individuals with past felony offenses are denied access to certain
federal sources of housing subsidies, and people are too frequently discharged from
psychiatric facilities without access to permanent housing.

5Chapter 1: Introduction
The Schwab Foundation report (2003) and other studies (for example, Burt 2007; Burt
and Anderson, 2006; Meschede et al. 2004) identify a number of formidable systemic
obstructions at the federal level, including the fragmentation of mainstream services
funded and delivered by separate agencies that may rarely communicate. The GAO
(1999a, 2000) charts and describes the confusing array of the 50 often similar-sounding
federal programs that could serve homeless people. The disparate eligibility requirements
and service parameters would be difficult for even an experienced service provider to
navigate, let alone a person who is homeless with few resources. The lack of mandated
data collection on the housing status of mainstream service clients, as well as the
challenges many localities face in implementing HUD’s Homeless Management
Information System (HMIS), are also cited as barriers to reducing fragmentation and
identifying shared clients (HHS 2007a).
Program fragmentation negatively affects service access at the community level because 

of the lack of standardized application forms, processes, documentation requirements,
and time frames for receiving services, as well as the need for applicants to travel to
multiple locations. Service delivery can also be hindered, as homeless clients are shuttled
among multiple agencies that attempt to deal with each of their issues or problems in
isolation. Other identified barriers include mainstream providers’ perception of
inadequate resources, a lack of experience working with homeless persons, few
incentives for mainstream programs to serve people who are homeless, and a lack of
accountability, illustrated by the fact that few mainstream programs are required to report
their clients’ housing status. In addition, homeless service providers, who could
potentially facilitate access, may be unfamiliar with the range of services potentially
available to their clients, or with the often confusing eligibility requirements and
application processes required to access mainstream benefits. For families in particular,
the potential involvement of multiple systems in meeting their own needs and those of
their children (for example, schools, health and behavioral health, child welfare, social
services) often requires coordination and integration that do not exist among the systems
in many communities.
Mechanisms and Strategies to Facilitate Access
In 1999, the GAO identified a number of steps that federal agencies had taken to address
the systemic obstacles to homeless people’s access to mainstream benefits. In 2001, the
HHS and HUD secretaries began an interagency collaboration to make HHS-funded
mainstream services more easily available to homeless people in HUD housing. This led
to enhanced cooperation among HUD, HHS, and the U.S. Department of Veterans
Affairs (VA) to tackle issues of chronic homelessness, and ultimately to 21
demonstration projects whose main goal was to develop integrated housing and services
at the local level. Five additional demonstration projects supported by coordinated
funding from HUD, HHS, and the U.S. Department of Labor (DOL) sought to integrate
employment services and supports into the mix.
In 2002, the long-dormant U.S. Interagency Council on Homelessness (USICH) was
reactivated and charged with coordinating the federal response to homelessness across 20
departments and agencies. USICH also works to create partnerships at every level of

6Chapter 1: Introduction
government and with the private sector, with the goal of reducing and ending chronic
homelessness across the country, a goal endorsed by then-President George W. Bush in
2003.
In 2003, an HHS workgroup released an ambitious plan, Ending Chronic Homelessness:
Strategies for Action, which proposed a number of strategies to improve access to
mainstream benefits, including strengthening outreach and engagement activities,
simplifying application procedures, improving the eligibility review process, increasing
the flexibility of funding streams, and developing incentives for mainstream providers to
serve people who are homeless. Among the activities aimed at increasing access to
mainstream services that grew from this plan was FirstStep, a computer-assisted tool for
case managers and outreach workers to streamline access to mainstream benefits for
homeless clients (http://www.cms.hhs.gov/apps/firststep/index.html), created through the
collaborative efforts of several federal agencies.
In addition, between 2001 and 2007, 56 states and territories participated in Homeless
Policy Academies, initiatives designed by a coalition of five federal agencies to help
states promote collaboration, build partnerships, and expand service capacity through
planning, education, and technical assistance (HHS 2007b). Evaluators of the Homeless
Policy Academy Initiative (HHS 2007a) described innovative ways in which Policy
Academy states used multi-agency collaboration to address the challenge of improving
homeless people’s access to mainstream benefits and services. Among the successful
approaches identified were creating local housing trust funds; developing “one-stops” or
“multi-service centers” where homeless people can easily access an array of services;
implementing Housing First approaches; and using the SSI/Social Security Disability
Income (SSDI) Outreach, Access, and Recovery (SOAR) process initiated in 2005 by
SAMHSA of HHS to significantly increase the number of homeless people with
psychiatric disabilities receiving SSI/SSDI. SOAR has shown positive initial results in
substantially increasing the approval rate of applications for SSI/SSDI from homeless
people, and in streamlining the application process and lowering the application response
time for this group (Dennis et al. 2007).
In addition to the changes that federal agencies have been working on, since the early
2000s, states and localities have developed an assortment of their own strategies to
address some of the barriers that limit homeless people’s access to mainstream services.
These efforts complement HUD’s Continuum of Care approach, which was created in
1994 and implemented throughout the country in 1996 to promote local level
coordination in the distribution of HUD’s McKinney-Vento Act funds (Burt et al. 2002).
Reports in the literature have documented initial positive outcomes from many of these
promising initiatives, and have also shown how much work remains to be done if
improved access to mainstream services is to become standard practice across the country
(Burt and Anderson, 2006; Burt, Pearson, and Montgomery, 2007; Camasso et al. 2004;
Dennis et al. 2007; Eiken and Galantowicz, 2004; HHS 2007a; HHS 2007b).

7Chapter 1: Introduction
Assuring that Policy Changes Get to the Streets
Policy changes made at the federal level, such as those just described, do not
automatically become “business as usual” in the thousands of communities where
homeless people actually live and apply for benefits. In a seminal work, Lipsky (1980)
argued that “policy implementation in the end comes down to the people who actually
implement it.” He coined the term “street level bureaucrats” to characterize police,
firemen, teachers, and others who interact directly with the people who are receiving
services. He pointed out that their interpretation of policy may determine whether
individuals do or do not receive services to which they are entitled. He also identified
various influences on their policy decisions, including the need to meet targets or to
ration services. Lipsky’s concept applies to the intake and assessment workers in the
numerous bureaucracies upon whom homeless individuals and families must depend for
access to benefits and services. Case workers in homeless assistance programs and the
eligibility determination staff in public agencies offering mainstream benefits and
services are “street level bureaucrats” in Lipsky’s terms.
In the decades since Lipsky published, and for at least a decade earlier, evaluators and
policy researchers have conducted hundreds of studies to determine the effects of one or
another new federal or state policy. To truly determine the existence and nature of such
effects, researchers knew they had to get down to the street level and examine how
frontline workers—those who work with potential beneficiaries and service recipients
face-to-face—interpret and use the policy change, including whether they have even
heard of it. Studies of this nature have been conducted repeatedly with respect to most of
the mainstream benefits and services pertinent to the present study, including
AFDC/TANF, Medicaid, food stamps, Supplemental Security Income, mental health and
addictions treatment and services, and employment services. Until the late 1990s, these
studies did not focus specifically on access for homeless people, but the issues
encountered were largely the same, with the exceptions noted above. Since homelessness
became a national issue, some studies have included homeless-specific barriers in their
inquiries. The truth emerging from all of these studies is also the same—if the street level
people do not change their behaviors, and often their attitudes, policy changes made on
high will not be translated into changes at the street level.
The same studies that examined implementation of federal and state policy changes also
found many instances in which street level behaviors did change, and they documented
the processes that facilitate those changes. Across many years and many different types
of mainstream benefits, the processes for changing street level access were often similar.
The present study adds the challenges associated with being homeless to the basic
challenges of applying for and succeeding in qualifying for mainstream benefits. Lipsky
pushes us to pay attention, not only to the policy as it is articulated in statute and
regulation, but also to how it is interpreted and implemented by the staff of local offices
who must make the everyday decisions about how best to conduct their program. Our
approach focuses on mechanisms that facilitate access for homeless people.

8Chapter 1: Introduction
Staff at every level of local agencies make policy-related decisions, often informally. To
facilitate access for homeless people, frontline staff in homeless assistance programs and
mainstream agencies may work together, without the explicit agreement of middle
management and agency directors, to alter their behavior and their attitudes to smooth the
path to benefit receipt. We found a lot of this type of informal smoothing activity in study
communities, reducing previously existing barriers to benefit receipt that were common
practice before people from different agencies started talking with each other. Street level
behavior change may also come about as the result of explicit policy changes made
locally by middle management or agency directors, or through implementing the plans
made by communitywide groups intent on ending homelessness. For such changes to
happen, the people making decisions at higher levels must take pains to assure that
frontline workers understand the reasons for the changes, and have the tools and the
supports to make the changes work.
For the present study, “street level” refers to the activities undertaken by frontline
workers who interact directly with clients. Decisions and implementation activities of
local managers and agency directors occupy a middle ground that, to be effective, has to
make sure that the message and the means to implement changes successfully are
understood and accepted by street level workers. National and state level policy changes
are always transmitted and translated by these local actors; whether a policy made at the
top has a chance of being implemented in accord with legislative or regulatory intent
depends on those actors. This study sought to document how seven communities changed
the nature of street level interactions with the goal of increasing homeless people’s access
to mainstream benefits and services.
Research Questions
Based on the existing research and the above observations about barriers to access, a
number of questions regarding homeless people’s access to mainstream services emerge.
The major goals of this study are to address the following questions:
1. What kinds of mechanisms have been adopted by one or more communities to
maximize homeless families’ and individuals’ access to mainstream benefits and
services? Can we document approaches that smooth, expand, or change access to
mainstream services?
2. What independent effect do local realities and practices of local homeless
providers and mainstream benefit/services representatives have on homeless
individuals’ and families’ access to mainstream benefits and services? Can we
explain the variation in homeless people’s access to mainstream services in the
selected communities, considering both factors that are to some degree under the
control of the community or program, and those that are not?
3. How has the shift in HUD McKinney-Vento Act policy toward increased funding
for housing-related activities vs. services worked itself out in mainstream
benefit/service access among homeless people at the local/street levels? Can we
describe homeless people’s current access to mainstream services in the selected

9Chapter 1: Introduction
communities and how that differs from access to parallel services that were provided
through HUD funding prior to the policy change?
The study goals were primarily addressed through qualitative inquiry—the systematic
analysis of primary interviews with multiple key informants in each community. This
inquiry was supplemented with analysis of existing quantitative data from the SAMHSA
Homeless Families study and from local HMIS or other relevant databases.
Study Parameters
To address the research questions above, it is necessary to establish definitions of the key
concepts that have informed our planning for this study. In this section we describe the
populations, mainstream benefits and services, barriers to access, and mechanisms for
overcoming them that are under study.
Populations
The populations under study are single homeless adults and homeless families. For both
populations we sought to distinguish between access to mainstream benefits and services
for those who also have disabilities and those who do not.
Mainstream Benefits and Services
When requesting information on benefit and service access, we organized our interviews
primarily according to benefit provider, or to the office or agency receiving and
processing applications for the benefit. This strategy is also reflected in the discussion of
barriers and mechanisms in later chapters of this report.
• Benefits administered by the local social services office include General
Assistance (GA), TANF, food stamps, Medicaid, and any local or state-funded
health insurance.
• Social Security Administration benefits include SSI, SSDI, and Medicare.
• Department of Veterans Affairs benefits and services include disability benefits;
pension; and health, mental health, and substance abuse care.
• Local mental health and substance abuse provider services include general mental
health, substance abuse, and supportive services administered by state and local
mental health authorities.
• Housing authority benefits include housing supported by Section 8, 202, and 811
funding, as well as public housing. Subsidies from other sources such as
Community Development Block Grant (CDBG) and Home Investment
Partnership (HOME) Program funding may come through public housing
authorities or community and economic development departments.

10Chapter 1: Introduction
• Workforce Investment Board services include employment and training.
• We also investigated access to primary care and dental services, HIV/AIDS-
related services, and education; administration of these services varied
considerably from community to community.
Exhibit 1.1 shows the specific mainstream benefits and services that homeless persons
might need/get and that are the focus of the study. This includes all federal benefits.
Services (for example, health, behavioral health care) are structured differently by the
different states and are represented here as major classes. These are not exhaustive; for
example, child care was not included.
Exhibit 1.1: Sources and Types of Benefits and Services Studied
Sources Specific Benefits and Services
Welfare benefits
o General Assistance (if there is such a state or local program)
o TANF
o Food stamps
o Medicaid
o Any state/locally funded indigent health insurance
o Child care
Social Security Office
o SSI
o SSDI
o Medicare
Veterans’ Affairs
o Veterans’ disability benefits
o Veterans’ pension
o VA health, mental health, substance abuse, other types of
care
Behavioral health care
o Mental health care and supportive services
o Substance abuse treatment and supportive services
o Trauma/Post Traumatic Stress Disorder
counseling/treatment
Housing Authority,
Housing and Community
Development Agency,
Other housing source
o Sections 8, 202, 811
o Public housing
o Subsidies/housing from CDBG, HOME, other sources
Employment o Employment and training
Other
o Health
o HIV/AIDS
o Education
Barriers
Based on findings from site visits, we identified three groups of barriers communities
encounter, each of which contains a number of subclasses or categories.
• Eligibility barriers include challenges related to would-be recipients’ approval for
benefits and services that are otherwise accessible. Homeless people often encounter
difficulty accessing services because they fail to meet criteria related to housing
status, family size, criminal history, mental health and substance abuse diagnoses,

11Chapter 1: Introduction
location/residency, insurance status, credit history, or other categorical requirements.
Each of these difficulties constitutes a category of eligibility barriers.
• Structural barriers encompass the problems homeless people encounter when
attempting to access benefits and services for which they are eligible, and that are
theoretically available. Categories of barriers in this class include those related to
transportation, discrimination and negative environments at application offices,
demands of the application process, identification and documentation requirements,
demands of maintaining enrollment, insufficient staff knowledge of the system and
application process, and system interaction breakdown.
• Finally, capacity barriers are fundamental problems with the availability of benefits
and services. These include delayed availability resulting from waiting lists and
application processes, as well as lack of availability resulting from complete absence,
insufficient supply, or insufficient value of benefits and services.
Mechanisms
Mechanisms are strategies used to reduce or eliminate the impact of barriers, thereby
facilitating access to benefits and services. Mechanisms vary considerably in scope and
impact. In some cases mechanisms are systemwide. In others, they are housed primarily
within the community’s organizing entity, or may be practices of one or more provider
agencies. Some mechanisms may target barriers encountered by particular groups of
homeless people, such as families with small children or single adults with histories of
criminal justice involvement. Other mechanisms are designed to provide universal relief
to barriers encountered by most homeless people seeking benefits and services.
Before going into the field, we developed a framework that contained three types of
mechanisms, which we refined further as we gathered information from study
communities:
• Smoothing mechanisms are intended to make it easier to apply or to promote
application acceptance. For example, outreach is a smoothing mechanism because it
is often used to facilitate engagement and initiate the application process with people
who would have difficulty coming in to a benefits office. Smoothing mechanisms do
not address eligibility policy or increase the supply of benefits and services.
• Changing mechanisms involve actual changes in policies or practices regarding
eligibility for benefits and services. For example, some communities have developed
mechanisms to allow people with histories of felonies access to public housing and
subsidies, provided that they offer evidence of rehabilitation. This is a changing
mechanism, in that standard eligibility policies preclude public housing access
among people with these histories. Strategies that give priority in service or benefit
receipt to homeless people are also changing mechanisms—they do not increase
overall resources, but they do increase homeless people’s access to what exists.

12Chapter 1: Introduction
• While neither smoothing nor changing mechanisms address the overall availability
of benefits, services and the resources to support them, expanding mechanisms do
just that. This class of mechanisms increases the supply of supportive services and
benefits available to homeless people, usually by increasing funding or securing new
funding for services and benefits.
The classification system we employed to investigate mechanisms is different but not
entirely independent from the system we applied to barriers. Eligibility barriers will most
often be addressed by changing mechanisms, although in some cases smoothing and even
expanding mechanisms may be applied to difficulties related to eligibility. Similarly, the
majority of mechanisms intended to address structural barriers will fall in the smoothing
class; capacity barriers are most readily addressed by expanding mechanisms, but may in
some cases be addressed by changing mechanisms.
Study Components
The study included two main components:
1. Case studies of seven communities through a range of methods, including site
visits, telephone interviews, and document reviews; and
2. Reanalysis of a multi-site longitudinal data base on homeless families.
Each of these components is briefly described below.
Community Case Studies
Seven U.S. communities (listed in Exhibit 1.2) were selected for case studies of their
service systems, with a particular focus on strategies in place for facilitating the access of
homeless individuals and/or families to one or more mainstream services. Communities
were selected through a multi-step process. First, study team members nominated
communities they believed had one or more access features based on first hand
knowledge from prior studies or knowledge from the literature. The researchers
considered communities of different sizes, and ones that would provide geographic
spread. They purposely excluded communities that had been the central focus of other
studies and for which information was available in study reports or notes. Second, to
reduce the list of potential communities, they gathered descriptive information about each
community through screening calls to individuals central to administering the system of
services for persons who are homeless.
The most significant criterion for final selection was the presence of some interesting
mechanisms to smooth, expand, or change homeless people’s access to mainstream
benefits and services. In addition, an effort was made to select communities that had the
possibility of being able to provide some evidence that their access mechanisms were
working to improve benefit receipt.

13Chapter 1: Introduction
Exhibit 1.2: Cities Selected for Site Visits
Large Cities Medium-sized Cities Small Cities
Denver, CO
Miami-Dade County, FL
Pittsburgh and Allegheny
County, PA
Albuquerque, NM
Albany and Albany County, NY
Norfolk, VA
Portland, ME
A two-person team conducted a two to four day site visit to each study community.
During these visits, the team conducted individual and group interviews with one or more
key leaders among providers of housing plans and programs in the community; housing
providers; providers of mainstream benefits and services; providers of services to
homeless persons; and relevant federal, state, and local governmental officials.
Additional data were gathered through document reviews and follow up telephone calls
to key informants to clarify any issues or discrepancies from site visit notes.
The site visit protocol included questions concerning homeless people’s access to
benefits and services; factors that impede access to the services; specific mechanisms and
strategies for improving or facilitating access; and the nature of any overarching,
communitywide strategies or organizing structures that promoted mechanisms for
increasing access.
Review of Mechanisms Available in Additional Communities
Because funding for the present study limited us to visiting only seven communities, we
decided to mine our existing records from other communities for additional mechanisms
to overcome barriers to access to mainstream benefits and services. We reviewed field
notes from prior HUD-sponsored community studies by the Urban Institute under the
direction of Martha Burt and from SAMHSA-sponsored State Projects for Assistance in
Transition from Homelessness visits undertaken by AHP under the direction of Ann
Denton. We have incorporated examples of mechanisms in this study from both sources
where they were distinctly different from mechanisms identified in the main study
communities. These are shown as exhibits in Chapters 4 to 6. References for the sources
of these examples are included in the exhibits.
Secondary Analysis of SAMHSA-funded Homeless Families Study
The SAMHSA-funded Homeless Families Study was conducted in eight communities
and completed in 2006. Data collection began in the fall of 2000 and continued through
2003. Seven of the communities offer data on access to mainstream services for over
1,400 homeless families (single mothers with children) who received either targeted
services intervention or services as usual. These seven communities are Albany, New
York; Saint Louis, Missouri; Tucson, Arizona; Wake County, North Carolina;
Westchester County, New York; Worcester, Massachusetts; and a group of Connecticut
cities consisting of Bridgeport, New Haven, and Hartford.
Mothers in all families screened positive for mental health and/or substance abuse
conditions. For the present study, the Homeless Families Study sample was further
limited to families who entered the study in a literally homeless situation (not doubled up

14Chapter 1: Introduction
or at imminent risk of homelessness), per the HUD homeless definition. The remaining
sample is 1,110. Analyses included receipt of a range of benefits and services at study
intake (baseline) and changes in access from baseline to 3 months and 15 months later.
Factors that predict access to each major type of benefit or service were also examined.
Additional analyses were conducted with subgroups of families meeting a clinical level
of need on mental health, trauma, and substance abuse indicators to assess their access to
services, especially those relating to the need condition.
Frameworks for Understanding Community Approaches to
Changing Access
One result of coordinated federal activity, as well as organizations’ long-term advocacy
efforts, has been the development of almost 300 10 Year Plans (10YPs) to end
homelessness, designed by jurisdictions across the country. Coordinating, linking, and
integrating local service systems to improve homeless access to mainstream services and
also to prevent people from becoming homeless as they leave mainstream institutions are
prominent features of many of these plans (USICH 2007). Many communities with plans
have begun implementing them, and some that have been willing to commit new
resources and support effective coordination mechanisms have made substantial progress.
Improving homeless people’s access to mainstream benefits and services may be
accomplished as simply as by establishing communication between a case worker in one
agency and a benefits worker in another agency, or as complexly as by making major
simultaneous changes in the policies and practices of several agencies. If a homeless
person’s need is simple—such as for a security deposit—one agency will be able to
handle it without needing to coordinate with another agency. If the needs are complex,
however, as they usually are with single adults or families that have lengthy histories of
homelessness, rendering assistance will likely require the effective interaction of several
agencies and systems to get them the benefits and services they need. To provide this
assistance, most communities find they need to make some changes in the direction of
integrating services at least, and often integrating systems as well. As Burt (2007) and
Burt and Spellman (2007) point out, the key to successfully addressing and eliminating
homelessness lies in substantive system change at the community level, which is only
possible to the extent that all entities involved work in concert to eliminate access barriers
and create seamless local service systems.
From years of studying how communities organize themselves to meet the needs of
households with many issues, researchers have developed a number of frameworks for
talking about the types of change that occur, the types of arrangements that result, and
indicators that things have really changed. We use two such frameworks in this study to
help the reader understand what study communities have accomplished. The first
framework—the “four Cs”—describes levels of services or systems integration and can
also be used to characterize the extent to which a community has changed its approach to
assuring access. The second framework provides indicators of system change. Both are
described in detail in Burt and Spellman (2007); we summarize here, and return to these
frameworks in Chapter 8 after presenting study findings.

15Chapter 1: Introduction
The Four Cs
Four levels of interaction—communication, coordination, collaboration, and
coordinated community response—may be used to characterize the ways that programs
and agencies interact for the purpose of addressing the needs of individual clients and of
whole groups of people. They may also be used to track a community’s progress from a
situation in which none of the important parties even communicates, up to a point in
which all relevant agencies and some or all of their levels (line worker, manager, CEO)
accept a new goal such as ending homelessness, efficiently and effectively develop and
administer new resources, and/or work at a level of services integration best suited to
resolving the situation of homelessness for the largest number of people in the shortest
period of time. The framework also recognizes the possibility of regression from one
stage to previous ones if prevailing factors work against integration.
• The level of communication exists when people in different agencies are talking
to each other and sharing information in a friendly, helpful way. This is the first,
most necessary, step in developing effective ways to end homelessness.
Communication must inform participants what their counterparts in other
agencies do, the resources they have available to them, and the types of services
they can offer. Communication may happen between frontline workers (for
example, a mental health worker and a housing developer), middle level workers,
and/or among agency leadership. It may occur among these personnel in two
systems, three systems, and so on up to all the systems in a community. In many
communities, the parties who need to work together to create a coordinated
system to end homelessness have not reached even this first stage. Everyone
operates in isolation in hostile interactions that do not advance understanding or
assistance for homeless people or the possibilities of preventing homelessness.
Even when people know each other and sit on the same committees and task
forces, they still may not communicate enough to share an understanding of the
role each could play in ending homelessness. This latter situation is the norm in
most communities—people know each other but have not really gotten down to
the hard work of listening to and hearing each other.
• The level of coordination exists when staff from different agencies work together
on a case-by-case basis and may even do cross-training to appreciate each other’s
roles and responsibilities. Again, coordination or cooperation may happen
between frontline workers, middle level workers, and/or involve policy
commitments for whole agencies by agency leadership. It may occur among these
personnel in two systems, three systems, and so on up to all the systems in a
jurisdiction.
Coordination may also be services integration. Multi-agency teams that help get
appropriate services to specific individuals are examples of coordination, as are
multi-service centers where a homeless person can connect with many different
agencies but there is no overall case coordination. However, at this stage, no
significant changes have occurred in what services each agency offers or how it
does business. Coordination does not involve major changes in eligibility,

16Chapter 1: Introduction
procedures, or priorities of any cooperating agency. It merely means they agree
not to get in each other’s way and agree to offer the services they have available
when it is appropriate to do so, albeit sometimes in new locations or through new
mechanisms such as a multi-agency team. It does not entail any significant
rethinking of agency goals or approaches.
• The level of collaboration adds the element of joint analysis, planning, and
accommodation to the base of communication and coordination, toward the end of
systems integration. Collaborative arrangements include joint work to develop
shared goals, followed by protocols for each agency that let each agency do its
work in a way that complements and supports the work done by another agency.
Collaboration may occur between two or more agencies or systems, and usually
does involve system change to varying degrees.
Collaboration cannot happen without the commitment of the powers-that-be. In
this respect it differs from communication and coordination. If agency leadership
is not on board, supporting and enforcing adherence to new policies and
protocols, then collaboration is not taking place. Because collaboration entails
organizational commitments, not just personal ones, when the people who have
developed personal connections across agencies leave their position, others will
be assigned to take their place. They will be charged with a similar expectation to
pursue a coordinated response and will receive whatever training and orientation
is needed to make this happen.
• The level of coordinated community response expands from collaboration
among two or three agencies to encompass all of the essential agencies in
communitywide collaboration with the long-range goal of ending homelessness.
This is system change and integration, going beyond collaboration in several
directions. Because it involves all the essential agencies, it is able to provide
integrated services—which for purposes of this study means that major barriers to
service access are being dealt with and reduced or removed. It has a functioning
feedback mechanism such as a regular meeting to address bottlenecks and
develop appropriate interventions or smooth bureaucratic pathways, as well as an
ongoing mechanism for thinking about what comes next, asking what needs to be
done, how best to accomplish it, and, finally, what needs to change for the goals
to be accomplished.
As we present study findings throughout this report, the reader will encounter many
examples of changes made by study communities to increase homeless people’s access to
mainstream benefits and services that involve increased and improved communication at
a minimum, increased coordination, and occasionally examples of long-term
collaborations and structures approaching a coordinated community response. A
community’s commitment to increasing access might be measured by its progression
through one or more levels in this four Cs framework, such as from nothing to
communication, from communication to coordination, and from coordination to
collaboration.

17Chapter 1: Introduction
Indicators of System Change
A different framework, articulated in Laying a New Foundation (Greiff, Proscio, and
Wilkins, 2003, p7), identifies five signs by which one can recognize system change when
it is complete, or nearly complete. In the case of increased access that is the focus of this
study, one would want to see clear evidence of change in mechanisms that improve
access in all five of the following areas:
• A change in power: There are designated positions—people with
formal authority—responsible for the new activity (not just committed
or skillful individuals who happen to care about it).
• A change in money: Routine funding is earmarked for the new activity
in a new way—or, failing that, there is a pattern of recurring special
funding on which most actors in the system can rely.
• A change in habits: Participants in a system interact with each other to
carry out the new activity as part of their normal routine—not just in
response to a special initiative, demonstration, or project. If top level
authorities have to “command” such interactions to take place, then the
system has not absorbed them, and thus has not yet changed.
• A change in technology or skills: There is a growing cadre of skilled
practitioners at most or all levels in the delivery chain, practicing
methods that were not previously common or considered desirable.
These practitioners are now expert in the skills that the new system
demands and have set a standard for effective delivery of the new
system’s intended results.
• A change in ideas or values: There is a new definition of performance
or success, and often a new understanding of the people to be served
and the problem to be solved (that is, new goals). The new definition
and understanding are commonly held among most or all actors in the
system, such that they are no longer in great dispute.
As with the four Cs, we will see numerous examples throughout this report of changes in
each of these areas—commitments of new money, strong support from new mayors and
department heads, new assessment tools, computerized or telephone access, cross-trained
workers in different departments, and so on. We return to both frameworks in Chapter 8,
where we use them to organize and understand the findings from site visits to study
communities.
The Seven Communities under Study
Included here are very brief descriptions of the seven study communities. Appendix A
provides longer summaries of each community and lists of the individuals interviewed.
The communities are ordered by population size, from largest to smallest.

18Chapter 1: Introduction
Miami, Florida
Two primary mechanisms drove our initial interest in Miami: the Miami-Dade County
Homeless Trust and the county’s food and beverage tax (FBT). Created in 1993, the
Homeless Trust is the hub of the community’s homeless services system. In addition to
developing and implementing the community’s Homeless Plan, advising the County
Board of Commissioners on matters related to homelessness, and serving as convener and
administrator of the Continuum of Care, the Trust is charged with administering the
proceeds of the FBT and other resources flowing into the community to address
homelessness. The FBT adds a 1 percent tax to all transactions in restaurants with a
liquor license that gross $400,000 or more a year. In its most recently completed fiscal
year, the Trust had a budget of about $40 million, with $12 million derived from the
FBT, $20 million from HUD, and the balance from state and private resources. To date,
Homeless Trust accomplishments include increasing the number of emergency,
transitional, and permanent supportive housing beds by 769, 1,815 and 2,072,
respectively, and reducing the number of homeless people on the streets from roughly
8,000 to 1,347. The majority of the community’s benefit- or service-specific mechanisms
may be attributed at least in part to Trust planning and coordination efforts, along with
the resources provided by the FBT.
Brief History
Twenty years ago, the Miami-Dade County community had a much larger and much
more visible homeless population. Estimates of the exact size of the population in the late
1980s and early 1990s vary, but many are in the range of 8,000, roughly seven to eight
times the number of emergency beds available in the community at the time, according to
the community’s Homeless Plan. There were large encampments in parks and under
highways, and homeless people were often arrested for eating and sleeping in public
places (National Coalition for the Homeless, n.d.), actions that ultimately led to a class
action lawsuit that was decided in favor of the homeless plaintiffs.
Around this same time, the County created a Task Force on Homelessness. The Task
Force made a number of recommendations, including creating the FBT and the public-
private partnership of the Homeless Trust to administer the money and run the entire
county’s response to homelessness. An independent board of directors sets policy and
works with Homeless Trust staff to carry out strategies and plans. The state legislature
passed a law enabling Florida counties to establish tax mechanisms such as the FBT to
create dedicated funding streams for local homeless services.
The immediate goal of the Homeless Plan and the Homeless Trust was to reduce street
homelessness through the Homeless Assistance Centers (HACs) and transitional housing
beds. Two HACs were developed and, in the years since, over 70,000 people have used
their services. The Homeless Trust began a shift to ending chronic or street homelessness
through permanent supportive housing (PSH) in 1997, but moved more completely to
that orientation in 2004, with a plan to create and complete 100 new PSH units each year.
Through this shift, however, the Homeless Plan has continued to provide the central

19Chapter 1: Introduction
vision for the community’s efforts. Miami-Dade County’s 2006 10 Year Plan to End
Homelessness is considered an update to, rather than a replacement of, the Homeless
Plan.
In the late 1990s, then-governor Jeb Bush established a state level homeless task force
and charged it with developing a statewide plan to end homelessness, in line with the
federal push on state and local governments from the Interagency Council on
Homelessness. The resulting statewide plan contains many recommendations that
coincide with strategies Miami-Dade County pursues. With the authority of statewide
recommendations behind them, county advocates have been quite successful at securing
state funding for relevant Miami-Dade County programs.
Denver, Colorado
The existence of a central organizing structure, Denver’s Road Home (DRH), within the
mayor’s office, strongly influenced our selection of Denver as a study community. Over
the last three years, Denver has garnered national attention for its 10 Year Plan to End
Homelessness and unique system of support for homeless services. Led primarily by
Mayor Hickenlooper and the Denver’s Road Home office, a series of committees
addresses the issues and goals enumerated in Denver’s 10YP, using a highly coordinated
and goals-driven approach. With both local public and private support, but very little
state support in terms of resources, Denver provides an example of targeted resource
allocation with a special emphasis on mainstream benefits for homeless people. The city
has taken on significant responsibilities surrounding the elimination of homelessness
while also bringing in more private service providers, including those that are faith-based,
and raising a substantial amount of private funding.
Brief History
Prior to 2004, the Metro Denver Homeless Initiative ran the Continuum of Care, which
included Denver and the six surrounding counties, while the Colorado Coalition for the
Homeless, a nonprofit agency, operated the majority of the city’s homeless services. With
the election of Mayor John Hickenlooper, however, community members and members
of the City Council saw an opportunity to expand local government’s role in homeless
services.
In 2004, the mayor gathered a group of 43 representatives from local government,
nonprofits, philanthropic organizations, and the homeless population to form the Denver
Commission to End Homelessness, with the charge to create and publish the city’s
original 10 Year Plan to End Homelessness. The Commission split into seven
subcommittees with specific tasks, which took commentary from approximately 350
community members and blended it to define a set of goals for Denver’s homeless
system. In 2005, Mayor Hickenlooper released Denver’s 10 Year Plan to End
Homelessness, titled Denver’s Road Home. Since the 10YP’s passage, the subcommittees
have met to discuss issues and to bring recommendations before the broader
Commission. In May 2007, the Commission approved an update, or “status report,” of
the 10YP, which adjusted goals and reported on the plan’s overall progress.

20Chapter 1: Introduction
The 10YP also established the Denver’s Road Home office within the mayor’s office,
consisting of four staff located at the Department of Human Services who cover housing,
mainstream benefits, employment, and programs. The office’s Director is a mayoral
appointee; however, the position is funded solely by foundation resources. DRH is
charged with implementing Denver’s 10YP by raising and distributing homeless funds in
partnership with the Mile High United Way—Denver’s fiscal agent for the 10YP.
Denver’s 10YP heavily emphasizes shared responsibility for funding. The Denver
Commission to End Homelessness estimated the plan would cost $46.1 million to fully
implement, and charged the 13-member Committee on Fundraising, part of the mayor’s
Homeless Commission and led by the Director of DRH, with raising the needed funds.
The mayor came up with a strategy to make the funding effort a community process with
heavy community support. “He wanted to have everyone invest.” The goal has been to
get 50 percent public, 25 percent corporate, 25 percent private funding. According to
interviewees, the mayor successfully lobbied for foundation support, asking for an
expansion of what they were already giving. Foundations agreed, with the understanding
that as the city rolled out the initiative they would wean off foundation and corporate
dollars.
Pittsburgh/Allegheny County, Pennsylvania
County-level integration and cooperation made Allegheny County an attractive candidate
for study inclusion. The Allegheny County Department of Human Services (DHS) serves
as the Pittsburgh/McKeesport/Penn Hills/Allegheny County Continuum of Care lead.
Homeless services are situated within the Office of Community Services (OCS), one of
five DHS program offices. Having multiple program offices under one county agency
provides the ability to review overlap among offices and allocate resources as needed,
and facilitates a highly coordinated, communitywide effort. For example, although OCS
is the bureau responsible for homeless services, other DHS offices experience a need for
housing, and most play a significant role in the system serving people who are homeless.
DHS is a key member of the Allegheny County Homeless Advisory Board, formerly the
Allegheny County Homeless Alliance. Established in 2003, the Advisory Board is the
public-private partnership responsible for overseeing the CoC and the community’s
10YP. The Advisory Board’s membership also includes other Allegheny County
government entities; Pittsburgh, McKeesport, and Penn Hills government entities; a wide
range of mainstream and homeless services provider organizations; and local
foundations. An unusually strong community of major, private foundations exists in
Pittsburgh, and has played a significant role in Allegheny County’s homeless service
system. In addition to generally providing additional funding streams, foundation money
supports projects that would be difficult to fund through public money.
Brief History
The current configuration of DHS developed out of a mid 1990s effort to streamline
Allegheny County government. As part of this initiative, in 1997 the County consolidated
six former departments, including the Department of Child Welfare, under the umbrella

21Chapter 1: Introduction
of the newly formed DHS. The recently appointed Director of Child Welfare, Mark
Cherna, was named as the DHS Director, and has held this position ever since. As he was
appointed at such a formative point in DHS history, Mr. Cherna had a unique opportunity
to put the department together. Department members consider this situation to be a factor
in the department’s subsequent success, along with the consistent leadership that Mr.
Cherna has provided in the years since the redesign. Mr. Cherna was able to retain the
selection committee that had been assembled to conduct the search for a new Child
Welfare Director (his previous position), and to use this group as a sort of “kitchen
cabinet” as he assumed his new position. The foundation community also was a key
player in backing Mr. Cherna’s decision to consolidate the departments, and their support
helped to avoid wrangling among agencies. The redesign was driven by the needs of
children and families, but OCS was able to establish homelessness as a priority area for
the new department.
The community developed its CoC in the early days of HUD’s adoption of the approach.
It has proven highly beneficial in terms of drawing down both HUD and, more recently,
behavioral health funding. The department’s structure is credited with some of that
success, as is the highly engaged provider community.
Driven largely by the Advisory Board, Allegheny County’s 10YP was released in July,
2005. The Advisory Board has been making significant progress in moving some
portions of the 10YP forward, and DHS has worked to keep the Board invigorated by
recruiting new members regularly from other parts of the community (for example,
safety, university).
The 2000 HUD policy shift (increased funding for housing-related activities vs. services
under the McKinney-Vento Act) was a major turning point in the community. DHS
worked with this requirement through a combination of creative cost and funding
shifting, foundation support, and adjustment to resource loss. The department’s unified
structure was a major factor in its ability to shift costs and funds internally in the
department. The foundation community was able to supply $3 million for three years to
help with the shift; the funds were evenly split between services and capital.
Albuquerque, New Mexico
The primary mechanism that drove our interest in Albuquerque was its history of
working together as a community to create real opportunities for people to exit
homelessness. The use of the housing first approach and the incorporation of homeless
service provider agencies as “outposts” of the mainstream service delivery system were
intriguing.
Brief History
The New Mexico Coalition to End Homelessness (NMCEH) was founded in the year
2000 by a group of nonprofit agencies and the New Mexico Mortgage Finance Authority.
This statewide coalition coordinates the efforts of the member provider agencies to end
homelessness and manages the Continuum of Care process as noted below. The Coalition

22Chapter 1: Introduction
has both individual and agency members. Members elect the Board of Directors annually
and the Board oversees the operations of the Coalition. The Albuquerque community is
represented by four NMCEH Board members.
Albany, New York
Provider cooperation is cited as the hallmark strength of the Albany system serving
homeless people. The Albany Continuum of Care serves all of Albany County, with the
City of Albany being both the population center of the community and the center of the
homeless and mainstream services systems. As the organizing entity for Albany’s CoC,
the Albany County Coalition on Homelessness (ACCH) has played, and continues to
play, a central role in fostering and maintaining cooperation. Interviewees described
ACCH as being helpful in identifying problems and solutions on a communitywide basis.
New York is a relatively generous state with respect to benefits and services, as
evidenced by, among other things, liberal Medicaid benefits, a relatively extensive public
mental health system, and Supplemental Security Income benefits for people with certain
disabilities. General Assistance cash benefits are offered in New York and have
historically been greater than those provided by most other GA-offering states. State
generosity promotes many of the Albany programs described in this section, and in
Appendix A.
Brief History
ACCH was initially convened in 1996. Since that time, staff support for ACCH has been
provided by CARES, Inc., a local organization dedicated to serving people with
HIV/AIDS. ACCH membership includes representatives of Albany County and City
government offices, homeless and mainstream service provider organizations, community
groups, faith-based organizations, and currently and formerly homeless people. Members
may be appointed or invited, or may volunteer to join. ACCH meets on a monthly basis,
with the primary goals of coordinating the community’s resources and identifying and
remedying needs or gaps in the systems serving homeless people.
In 2004, a number of ACCH members became interested in developing a 10 Year Plan to
End Homelessness within the community. These efforts were endorsed by the County
Executive and the Albany mayor, and an advisory group was convened in November,
2004. From the start, the group’s goals included addressing the needs of homeless
families and homeless/runaway youth, as well as homeless single adults. Working
committees on the needs of each of these subpopulations were formed shortly after the
advisory group was convened. The plan development process also included a series of
focus groups with homeless adults, families, and youth, and a half-day conference
involving all committee members and other community members. The 10YP was
finalized in October, 2005.

23Chapter 1: Introduction
Norfolk, Virginia
Norfolk’s Homeless Action Response Team (HART) and the City’s Office to End
Homelessness (OEH) provided the initial reasoning for our community visit. Since the
creation of HART in 2004, Norfolk has received national attention as a model for
homeless services intake mechanisms. The HART team primarily serves homeless
families that are documented residents of Norfolk, providing links to mainstream
benefits, services, and housing; it also serves homeless singles coming into the
Department of Human Services, although only families are mandated to enter the system
through HART. A year after HART’s start, Norfolk set up the Office to End
Homelessness to ensure timely and sound implementation of the city’s 10YP. The Office
provides a link from the mayor’s office to the broader homeless system, guaranteeing
both a central contact and continued involvement from the city’s executive branch.
Brief History
In early 2004, Mayor Paul Fraim and the Norfolk City Council announced the creation of
the Commission to End Homelessness, a 26-member group made up of both public and
private partners. The initial purpose of the group was to deliberate and produce a
“Blueprint,” or Norfolk’s 10 Year Plan to end homelessness. Using local stakeholders
and the Norfolk Homeless Advisory Committee—a group that, in December 2003, put
out a report on the gaps in Norfolk’s homeless system—the draft identified 19 areas of
the Norfolk homeless system that needed to be developed, centering around case
management, employment and support, and housing strategies.
In accordance with the plan, Mayor Fraim established the Office to End Homelessness in
May 2005 and appointed its Director, Katie Kitchin. OEH was and is in charge of
ensuring best practices and the implementation of the 10YP. It is widely regarded as the
link from the various homeless initiatives to the mayor’s office. In addition to her role at
OEH, Ms. Kitchin also serves as an executive member of the Homeless Consortium
Board – the oversight committee for the City’s Continuum of Care.
In 2007 there was a critical reduction in available resources for homeless services
distributed by DHS and HART resulting from the state’s more restrictive interpretation of
the Comprehensive Service Act (CSA). The CSA law, passed in the early 1990s, allowed
pooling of state agency funds, subject to a local match requirement (set at 25 percent for
Norfolk) to support family preservation and prevention of foster care and other out of
home placements. Previously, DHS made extensive use of CSA funds to prevent and end
homelessness, following the rationale that homelessness leads to family dissolution and
increased foster care placement for children. Because of Norfolk’s large and unexpected
usage, the state mandated that all cases using CSA funds go before a review board (the
Norfolk Interagency Consortium) with strict new interpretations on what the funds could
be used for. Norfolk was the most liberal and generous jurisdiction in the state in making
use of CSA funds, spending close to $600,000 at HART in 2006; at the time of this study,
HART has received far less for 2008.

24Chapter 1: Introduction
Portland, Maine
The primary mechanism that drove our initial interest in Portland was the Continuum of
Care that has long been established there. The Emergency Shelter Assessment Committee
(ESAC), a structure of the CoC, dates back to the early days of awareness that
homelessness was here to stay, not just a blip caused by the 1981–82 recession. Early in
the 1980s the city of Portland and the United Way formed a task force to examine the
growing phenomenon of homeless families and develop ideas for how to address it. One
task force recommendation was for a permanent body to address homeless-related
concerns; ESAC was formed in response to this recommendation. ESAC was charged
with developing approaches to dealing with homelessness in the community, focusing
initially on family homelessness but ultimately broadening its purpose to include all
homelessness.
ESAC focuses specifically on issues that pertain to Portland’s homeless population.
ESAC also establishes standards of care and performance at shelters and reviews shelters
against these standards on a regular basis. It is able to anticipate issues, troubleshoot
barriers and roadblocks, strategize for the smoothest way to introduce new practices, and
create subcommittees to address particular planning issues. The group looks at program
utilization statistics every month, discusses changes, and, if there appear to be problems,
tries to figure out what to do.
In 1996, when HUD started the CoC approach for applying for federal Supportive
Housing Program funding, the Portland City Council designated ESAC to serve as the
governing entity for the city’s CoC Homeless Assistance Grant Program. As part of the
annual CoC planning and prioritizing process, which ESAC organizes every year, ESAC
established a CoC Priorities Committee that reviews project performance and quality and
assigns priority scores to applications being proposed for the city’s Super Notice of
Funding Availability submission. The Priorities Committee reviews each HUD grantee
to make sure it is fulfilling the terms of its proposal and grant. Any provider that is
seriously out of compliance risks getting a low priority score and thus potentially not
getting HUD funding for the coming year. ESAC controls the membership of the
Priorities Committee to make sure that members charged with establishing priority scores
have no conflicts of interest with service providers submitting proposals.
Brief History
For a long time, Portland went its own way in dealing with homelessness, while the rest
of its county (Cumberland) was not part of its plans. The players in neighboring York
County knew the players from Cumberland County and interacted in state level activities,
but there was no official coordination with homeless-related activities. In 2006, as part of
statewide organizing around homelessness, Cumberland and York Counties were asked
to work together as one of three Regional Homeless Councils. This Region I Council was
the last of the three to get organized because Portland was already organized, being its
own CoC, with an array of plans for where it wanted its system to go and how it wanted
to use available resources and new ones as they came along or could be raised. The HHS

25Chapter 1: Introduction
Director for Region I helped bring the two counties together beginning in June 2005.
After a steering committee came up with plans and a decision-making structure that
satisfied the concerns of both counties, the Region I Council was formed. It has
responsibility for planning and also for prioritizing the use of state homeless resources
within its two counties. ESAC focuses specifically on issues that pertain to Portland’s
homeless population.
Most of the Portland-specific structures and programs existed before the Region I
Council started. Some predate the 1987 McKinney Act, but they and the Portland
governance structure now participate in the regional process and are benefiting from it. In
addition to changes in ESAC, a good example of the benefits of regionalizing is the new
position devoted to homelessness prevention for families in crisis in the small towns in
Cumberland County outside of Portland, which is supported by the first ever money that
the county has committed to a homeless-related function. By connecting families to
mainstream resources that help to keep them in their homes, the person in this new
position helps families remain in their communities and prevents them from having to
move to Portland to get assistance.
Report Structure
The remainder of this report is organized into seven chapters as follows:
Chapter 2 presents data for 2007 available from four study communities and the nation
as a whole on receipt of mainstream benefits and services at entry and exit from programs
supported by HUD’s Supportive Housing Program in the office of Special Needs
Assistance Programs. Program types include transitional housing, permanent supportive
housing, and supportive services only programs.
Chapter 3 discusses study communities’ organizing strategies, focusing on the
organizing structures of the communities’ systems serving homeless people and the
specific advantages realized by these structures.
Chapters 4, 5, and 6 explore barriers to benefit and services access and the mechanisms
the communities have developed to address these barriers. Chapters are organized first by
barrier classification, presented in the order of the types we found most to least
frequently: Chapter 4 covers structural barriers, Chapter 5 covers capacity barriers, and
Chapter 6 covers eligibility barriers. Within each chapter, content is organized first
according to barrier categories. Within each barrier category, content is organized
according to the types of mechanisms (smoothing, changing, and expanding) used to
overcome the barriers. The discussion of each mechanism includes a description of the
mechanism, a review of its development, and, whenever possible, documentation of its
effect.
Chapter 7 examines special problems of access, using findings from the SAMHSA
Homeless Families dataset.

26Chapter 1: Introduction
Chapter 8 presents a summary of findings, conclusions, and implications.
Appendixes. These sections are as follows:
o Descriptions of each community.
o Lists of persons interviewed.
o The interview protocols that we employed.
In designing this report, we wanted to present different “views” of the findings. Although
most chapters focus the view by the types of barriers and mechanisms, in this chapter
(just above) and in Appendix A we provide a view by community. We also know that
certain mechanisms for overcoming access to barriers are relevant to more than one
barrier. As a result, a certain amount of redundancy in organizing and writing the report
creeps in. We have tried to reduce this redundancy by only presenting the full description
of the mechanism in a single chapter; however, if it is relevant to a barrier in one or more
other chapters, it is briefly noted there with a reference to the location of the complete
description.

27Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
CHAPTER 2: EVIDENCE THAT COMMUNITIES CAN CONNECT
CLIENTS TO MAINSTREAM BENEFITS
Communities for this study were selected because they had developed structures to help
homeless people gain access to mainstream benefits and services. Chapters 4, 5, and 6
describe the many mechanisms operating in these communities to smooth the way or
expand the opportunities for receipt of public benefits. Before delving into the details of
how these communities facilitate access, it is useful to show that, overall, their
approaches work.
Documenting that the mechanisms work is not so easy, however. Most communities do
not collect and report data on receipt of benefits and services in ways that would best
describe the impact of their efforts to increase access, and the communities in this study
are no exception. Ideally, one would want to track people as they first connect to the
homeless system and follow them through until they are stably housed, either in the
community or within the system itself in permanent supportive housing. One would want
to know what income sources they had when they first connected, and also what services
(for example, housing stabilization, case management, mental health or substance abuse
treatment) they might be receiving. Thereafter one would want to know when they
applied for and started receiving various cash and in kind benefits (for example,
Supplemental Security Income, Medicaid, food stamps) and, likewise, whether and for
how long they received various supportive services. Unfortunately, none of the
communities in this study, and probably few if any in the country as a whole, collect this
information.
The only data available from study communities come from Questions 11C and 11D of
Annual Performance Reports (APRs) that Miami, Norfolk, Pittsburgh/Allegheny County,
and Portland were able to provide.
3
These APRs report information for all projects in a
Continuum of Care (CoC) that receive funding through the U.S. Department of Housing
and Urban Development’s (HUD) Supportive Housing Program (SHP). For the purpose
of this study, APRs leave a lot to be desired as a source of documentation:
• Because communities only do APRs for projects funded through the
Supportive Housing Program, most APRs pertain to transitional (TH)
and permanent supportive housing (PSH) program clients, since these
are the types of programs funded through this source. Further, they are
not available for programs funded completely with non-SHP funds,
which in some study communities comprise a substantial number of
programs and units.
• APRs rarely pertain to the programs and activities focused on the
moment when people enter the homeless assistance system—central
3
The Denver Road Home office was not able to supply APR data, but did provide evidence of increased
access to mainstream benefits from a special study of homeless people placed in PSH. These data are
presented in Chapter 3, in the section on the impact of Denver Road Home activities.

28Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
intake units, emergency shelters, day centers, and other centralized
access points. But in this study the entry points are the main locus of
action in connecting people to mainstream benefits. If the entry points
are doing their jobs, most people will never become clients of
transitional and permanent supportive housing programs. The
mechanisms established for the entry points will hook them up with
appropriate benefits and services and people will return to the
community, and to housing.
• Because APRs mostly do not cover the types of programs offering
these mechanisms, and most communities do not track the data one
would need to document how well these entry points are doing their
jobs, this study cannot report on their success in linking people to
mainstream benefits. Supportive Services Only (SSO) grants are
sometimes the exception; some systems use these grants to cover
clients as they move through the entire range of program offerings
within a CoC. One community in this study was able to provide
documentation for a grant of this type.
• APRs track only income sources, Medicaid, and food stamps. They do
not track receipt of mental health or addictions treatment and related
services, education or employment-related services, or other services
to which it is difficult to attach a dollar value, but which may make a
big difference for clients receiving them.
• APRs report information that HUD grantees collect about client
income sources at program entry and program exit. As a consequence,
APR data misses a good bit of information that is vital to this study—
(1) no data on client receipt of various supportive services is reported,
and (2) no income source data is collected on people who are still in
residence at the end of the reporting period. For PSH programs, that
would be most of the people—on average, the approximately 80 to 85
percent of tenants who remain in housing each year. Data on current
PSH residents are available from a community that was not otherwise
in this study, and is used later in this chapter to show the difference in
levels of benefit receipt for current PSH residents compared to those
who left.
Having described all the inadequacies of APR data, it remains the case that APR data are
what is available, and, therefore, data from APRs are what this chapter reports. Several
more caveats are important to note before presenting the APR data. First, different
communities have different mixes of projects on which they must provide an APR, and
different types of projects serve different numbers of people for different lengths of time,
giving them more or less opportunity to connect their clients to benefits and services.
Second, one might expect that TH clients need different things than PSH tenants, so the
benefits and services to which they might be connected would differ. These differences in

29Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
client needs will almost certainly affect the benefits and services to which programs help
clients apply. Most of the data reported below come from all the APRs submitted by a
community combined, and thus mask the influence of the program types that dominate in
a particular community.
Third, circumstances change in communities in ways that may affect the ability of
community mechanisms to link people to services, even when they are doing the same
thing that succeeded only a year earlier. For instance, when a state that offered a state-
only Medicaid program for people with disabilities eliminates that option due to severe
budget problems, case workers will be less successful at getting people onto Medicaid,
despite their best efforts.
Finally, communities differ in the rules that govern what might otherwise seem to be
similar benefits. For example, states differ dramatically in the maximum income a family
may have and still qualify for the Temporary Assistance for Needy Families program
(TANF), as well as in the level of the cash benefit that TANF provides. A lower
proportion of families will qualify for TANF in Florida and New Mexico than in New
York, Maine, or Pennsylvania, independent of the skills and dedication of case workers
trying to link families to benefits. A community that has a General Assistance (GA)
program will clearly have more clients on General Assistance than a community without
this benefit. It is also true that some communities with General Assistance are working to
get people off General Assistance and onto Supplemental Security Income (SSI), so a
reduction in the proportion of people on General Assistance would be a positive outcome
in such a case, assuming it is balanced by an increase in people receiving SSI.
APR Results for Four Study Communities
This section reports APR data on sources of income for persons exiting programs in study
communities, and in some cases compares it to receipt of similar income sources at
program entry.
4
Income sources are the major ones reported in APR Questions 11C
(entry) and 11D (exit)—SSI and Social Security Disability Income (SSDI), General
Assistance, TANF, Medicaid, food stamps, and employment income. Also reported is the
proportion of people with no financial resources at entry and again at exit.
HUD’s Special Needs Assistance Program (SNAP) provided data from Questions 11C
and 11D from APRs for the 2007 reporting year by all SNAP-funded programs in the
country. The remaining exhibits show data from the four study communities that were
able to provide similar information and compare them to the relevant data from the
combined APRs for the nation as a whole.
Change in the proportion of people with no financial resources is reported first, as this is
the best single indicator of the ability of communities to link homeless people to at least
4
Note that this comparison is between entry into the program reporting the data, not into the homeless
system as a whole. Thus, the differences reported, if any, occurred while the person was in a TH, PSH, or
SSO program and do not represent the performance of the community’s whole spectrum of mechanisms to
connect people to benefits and services.

30Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
proportion of
clients who
had no
financial
resources at
entry and at
exit. Exhibit
2.1 presents
the SNAPs
data from all
SHP-funded
programs.
These data
show, first, a
very
consistent
proportion of
people
entering all
types of SHP
programs
who do not have any financial resources—between 41 and 44 percent. They also show
one income source. Thereafter, exhibits show SSI and SSDI receipt followed by General
Assistance, TANF, Medicaid, and food stamps. The section ends with reports of changes
in income from employment and the implications of these APR data for improving
homeless people’s access to mainstream benefits.
No Financial Resources
For people who have left programs covered by APRs, information is provided on the
change in the proportion of people with no financial resources from program entry to
program exit for the 2007 reporting year, separately for each type of SHP grant and then
for all SHP grants combined. A reduction in this proportion between program entry and
program exit is a positive outcome.
Nationally, people leaving SHP-funded programs in 2007 were more likely to have at
least one source of income than when they entered the program, as Exhibit 2.1 shows.
Seventy-five percent had some income source, compared to 59 percent at program entry,
representing a decline of 16.1 percentage points and 39 percent in the number of people
with no financial resources. SSO programs reduced the proportion without financial
resources by 12.5 percentage points, from about 41 to about 28 percent or about one-third
(30 percent) of those without resources at entry. Comparable figures for transitional
housing programs are 20.9 percentage points and a reduction of one-half (50 percent
reduction), while for permanent supportive housing programs they are 28.5 percentage
points and a reduction of about two-thirds (64 percent).

31Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
When the combined national outcomes are compared to 2007 data from study
communities (Exhibit 2.2), it is clear that the three communities that were able to supply
these data—
Miami, Portland,
and Allegheny
County—are in
very different
situations when
it comes to th e
financial
resource
situation of the
people who
come to the
homeless
services system.
More than four
in five homeless
people
approaching the
Miami syst em
have no
resources, compared to about three in five in Portland, two in five nationally, and about
one in four in Allegheny County. This puts Allegheny County’s homeless population
using SHP-funded programs at about the same resource level at entry as SHP clients
nationally are at exit (26.6 versus 25.3 percent). Allegheny County homeless assistance
programs are able to reduce that proportion by about 9 percentage points, or 33 percent.
The homeless assistance system in Miami faces the biggest challenge, and meets it with a
reduction of 37.1 percentage points, or 46 percent. Portland shows the largest
proportional reductions of all, reducing the number of people with no financial resources
by 55.5 percentage points or 89 percent.
SSI and SSDI Receipt
Eligibility for SSI and SSDI depends on age or disability, but for homeless people, who
generally would not qualify by being 65 or older, disability is the major issue. The federal
Social Security Administration controls access to
People Still Residing in PSH
these benefits, which are highly coveted becau se
Look Different
they provide a monthly cash benefit and also
A survey of all Washington, DC
categorical eligibility for Medicaid (SSI) or
PSH projects indicates that 46
Medicare (SSDI), on which many communitie s
percent of current tenants have
rely to cover some of the costs of supportive
SSI and 13 percent have SSDI.
services. One would expect receipt of these
benefits to be highest among tenants in PSH programs. TH programs may also w ork to
get some of their clients onto SSI or SSDI if staff realize that particular clients’
disabilities are such that they are not likely to achieve the self-sufficiency goals of most
TH clients.

32Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
The concentration of SSI and SSDI receipt nationally is readily appa rent in Exhibit 2.3.
Almost one fourth
(24 percent) of PSH
tenants already have
SSI and 11 percent
have SSDI when
they move into PS H.
When they leave
PSH, 29 and 13
percent have SSI and
SSDI, respectively.
The data for Norfolk
and Allegheny
County (Exhibit 2.4)
make clear that
clients in these tw o
communities are
substantially more
likely than SHP-funded program clients nationally to have SSI, SSDI, or both at exit. It
also looks as if clients in Portland are less likely than the national average to leave with
SSI, but more likely to leave with SSDI, and Miami clients are lower on both than
national averages
(Exhibit 2.4).
These apparent
results serve as
one example o f
the problems
associated with
the APR’s
reliance on the
status of exitin g
clients for its
income data, a s
very different
numbers of
people may le ave
SHP-funded
programs from
year to year, and
their
circumstances may be quite different as well. For example, in Portland, the proportion of
people exiting SHP-funded programs with SSI in 2004, 2005, and 2006 is substantial ly
higher than was true for 2007 (18, 13, and 15 percent, respectively, compared to 8.5
percent for 2007). In Miami, also, performance in 2006 and 2008 was better than in 2007,

33Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
with 9.2 percent of SHP-funded program leavers having SSI in 2006 and 10 percent
having it in 2008, putting Miami very close to the national average.
As noted early in this chapter, for benefits such as SSI, SSDI, and Medicaid, at least, the
APR focus on exiters is likely to paint an inaccurate picture of the connection to benefits
of current residents. Data available from a survey of all Washington, DC PSH projects
(not just those with SHP funding) indicates that 46 percent of current tenants have SSI
and 13 percent have SSDI. That is more than twice the level for exiters in any study
community, and close to twice the level nationally for PSH programs only. The odds are
that many communities are doing a better job than is reflected on APRs of connecting
their most vulnerable homeless people—those who need and receive PSH—to benefits.
General Assistance
Not all study communities have General Assistance—a fact that is clearly responsible for
the major differences
among study
communities apparent
in Exhibit 2.5. On
average nationally, 5.5
percent of people
leaving SHP-funded
programs had GA
when they entered the
program, and only
marginally more (5.8
percent) had it when
they left. But in
communities that do
have General
Assistance (Portland
and Allegheny County,
among study
communities), homeless people are quite likely to receive it. About one in five people
leaving SHP-funded programs in Portland and Allegheny County had received help from
GA, which is about five times the national average. GA is another benefit that can vary
greatly among exiters from one year to the next. Portland data from 2004, 2005, and 2006
reflect this variability; in those years, respectively, 36, 33, and 53 percent of program
leavers were linked to GA, compared to only 22 percent in 2007. It is beyond the scope
of this study to determine the reasons accounting for these fluctuations, but it is important
to note that they occur.

34Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
TANF
TANF eligibility is restricted to households with children and with incomes below an
eligibility limit determined by each state. For a family of three in 2007, that limit was less
than $300 in Florida, more than $1000 in Maine and Virginia, and $600–799 in
Pennsylvania. So the proportion of a community’s homeless population that could
potentially be linked to TANF depends at least on the proportion of family households,
which varies from community to community, and on household income. In reality, it will
also vary depending on each household’s prior history with TANF (how many months it
has already received TANF benefits, whether it has been sanctioned, and several other
factors outside the control of homeless assistance programs).
Given how low
Florida’s income
cutoff is for TANF,
it is not surprising
to see that homeless
assistance programs
in Miami have little
luck linking clients
to it, as Exhibit 2.6
shows. Portland and
Allegheny County
are more successful,
having TANF
programs with
considerably more
flexibility than
Florida’s. Both
considerably exceed the national average for families leaving SHP-funded programs in
2007, Allegheny County by almost double, and Portland by a factor of three. In
Allegheny County, most of the households receiving TANF at SHP program exit were
already recipients when they entered these programs. From the very small change in the
national statistics, that is probably also the case in most other communities.
Medicaid
Access to health care is vital for anyone, but for homeless people it often means having
the supports that make it possible to stay in housing, where they are able to address a
range of health, mental health, and other issues. Unfortunately, Medicaid is also a very
restrictive program, being limited by federal law to people who are also recipients of
TANF or SSI. Some states and even localities have created their own health insurance
program for indigent people, and often link its administration to the same offices that
administer Medicaid.

35Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
The number of Medicaid beneficiaries at exit from SHP-funded programs in 2007 is
shown in Exhibit 2.7.
The national average
is quite low—only
one in every seven or
eight people.
Medicaid receipt is
even lower in most
study communities.
Norfolk and Portland
are the obvious
exceptions to this
picture, with 24.4 and
24.6 percent of
people, respectively,
leaving SHP
programs in 2007 still
receiving Medicaid.
Because Portland supplied APRs for a number of years and separately for several
programs, it is also possible to see, in Exhibit 2.8, that this is not a unique occurrence for
Portland. Rather, it is actually a fairly low level of achievement for that community’s
SSO Collaborative
compared to the earlier
years of this decade.
Portland’s SSO
Collaborative provides
case management and
linkages to clients of
most of Portland’s
provider agencies,
starting as people
approach the system
and continuing until
they are no longer
homeless or are placed
in TH or PSH.
As can be seen in
Exhibit 2.8, during the
years 2002, 2003, and 2004, many people already had Medicaid (Mainecare) when they
first approached the SSO Collaborative, but the Collaborative was instrumental in
assisting even more to get this benefit, especially in 2002. By 2006, access to Mainecare
had plummeted because Maine cut off eligibility for people without a categorical basis
(TANF or SSI) for getting the benefit, known locally as the “non-cats,” for people who
were not categorically eligible. In earlier years, the state was able to offer a state-only

36Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
version of Mainecare that offered limited benefits to disabled people, and Portland
homeless assistance providers took full advantage of the opportunity, as having these
benefits meant that Mainecare would cover some of the costs of supportive services in
PSH. Since its nadir in 2006, Maine has periodically, and briefly, opened enrollment in
Mainecare for noncategorical disabled people, resulting in an increase from 2006’s low
of 14.5 percent of exiters to 2007’s 23.5 percent.
Food Stamps
The Food Stamp Program (now the Supplemental Nutrition Assistance Program) is this
country’s most nearly universal safety net program. Eligibility depends solely on income,
it is an entirely federal program and thus offers the same benefits to the same people in
every state, and its benefit level is higher the lower a household’s income—in other
words, it fills an income gap rather than providing the same fixed amount to all eligible
people. If they do nothing else, homeless assistance providers should be able to link their
clients to food stamps. The program has been simplifying its application and
recertification procedures for a number of years, so access has never been easier for
people who qualify.
5
Exhibit 2.9
shows that
nationally, about
one in five
people in SHP-
funded programs
already have
food stamps
when they enter,
and one in four
have them when
they exit.
Norfolk,
Portland, and
Allegheny
County exceed
that national
iteaverage by qu
a bit, with 40 percent of exiters in Norfolk, 41 percent in Portland, and 37 percent in
Allegheny County being food stamp recipients.
Once again, the Portland SSO Collaborative provides an example over a number of years
of one program’s ability to help its clients access this important public benefit. At least 40
percent of Collaborative clients had food stamps at program exit from 2002 through 2006
5
Of course, these changes in Food Stamp Program procedures do not make access certain, as many
chapters of this report make clear. But many chapters also describe a variety of mechanisms that increase
access, whether they are undertaken by homeless agencies, welfare agencies, or the two working together.

37Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
(shown in Exhibit 2.10), as well as in 2007 (Exhibit 2.9). In some years, reaching this
level of benefit receipt was more of a challenge than in others. In 2002, only one in four
clients had food stamps at program entry, which the Collaborative was able to increase to
of food stamp receipt
(48 percent) and the
Collaborative added
barely 1 percent to that
level by the time
people left the
program.
Income from
Employment
Finally, we look at
income from
employment.
Technically speaking,
employment is not a
mainstream benefit or
service, although assistance to qualify for, find, and keep employment may be such a
service if people are able to connect through a local One-Stop career center supported by
the U.S. Department of Labor. Employment is, however, one of HUD’s three overarching
goals for the Supportive Housing Program and APR questions 11C and 11D measure it.
Community scores on
annual CoC
applications to HUD
depend in part on how
successful the
community is in
helping clients find
and keep
employment, so
communities are
highly motivated to
keep this number as
high as possible.
Communities whose
SHP-funded programs
lean heavily toward
SSO and TH
programs, which
44 percent at exit. Conversely, program entrants in 2004 were already at a very high level
emphasize employment more than do PSH programs, are likely to report higher levels of
employment than those with a major commitment to PSH.

38Chapter 2: Evidence That Communities Can Connect Clients To Mainstream Benefits
the level of employment that program clients are able to achieve.
Nationally, 25 percent of people leaving SHP-funded programs in 2007 had income from
employment at exit—up from 14 percent at program entry (Exhibit 2.11). Employment
rates at exit were considerably higher for TH program leavers (37 percent) than they were
for SSO and PSH leavers (19–21 percent).
Some study communities report employment rates at program exit for 2007 that are quite
close to national
averages (Exhibit
2.12). Miami and
Norfolk are
exceptions, reporting
considerably higher
rates of income from
employment at SHP-
funded program exit
than happens
nationally or for other
study communities.
The relatively low
availability of GA,
TANF, Medicaid, and
food stamps for
Miami’s homeless
people is balanced by
Implications
Compared to national averages for 2007 APR data, study communities mostly do better at
helping homeless people access mainstream services. This ability covers quite a number
of diverse mainstream programs, including SSI, SSDI, TANF, food stamps, and
Medicaid. Even though the data for documenting improved access are not the best for this
purpose, clients of homeless assistance programs in study communities appear to have
more success in obtaining important public benefits.

39Chapter 3: Community Structures For Promoting Mainstream Access
CHAPTER 3: COMMUNITY STRUCTURES FOR PROMOTING
MAINSTREAM ACCESS
We began this study knowing that homeless people often have trouble gaining access to
mainstream benefits, for reasons ranging from not knowing they were eligible or where
or how to apply through encountering complex application procedures that demand
information they cannot provide. We assumed that in most communities we would find
some arrangements that make it easier for homeless people to sign up for benefits.
Usually these arrangements are worked out among one or two case workers at a particular
homeless service provider and one or two intake workers at a public agency responsible
for a mainstream benefit such as food stamps or Medicaid. Although fairly common, such
arrangements are personal—when staff turn over they have to be forged all over again.
They usually are not systematic enough to affect the level of benefit receipt for
significant numbers of homeless people throughout a whole community. In terms of the 4
Cs described in Chapter 1, these personal relationships function at the level of
communication. They rarely extend beyond a connection of one homeless assistance
provider to one public agency, and not infrequently are limited to specific case workers in
those agencies.
We expected that getting beyond this level of personal arrangements and into access
mechanisms that reach the levels of coordination or collaboration would take
commitment, strategy development, and organization. Therefore we looked for
communities to include in this study that appeared to have strong centralized leadership
that has taken on the challenge of increasing the proportion of homeless people who
could be successfully linked to mainstream benefits. Not every community in the study
fully meets this criterion, because we also wanted diversity in geographic location and
community size, as well as wanting to include “new” communities—those that had not
previously been included in U.S. Department of Housing and Urban Development (HUD)
studies. The final group of seven communities includes several with strong central
organizing structures and one or two with significantly less communitywide commitment
to increasing mainstream access. This range in the nature of organizing structures gives
us the opportunity to observe what such structures can accomplish by way of promoting
coordinated and collaborative access mechanisms, and what can be accomplished when
they are less powerful or less active.
Each community in this study has some type of communitywide organizing structure.
These structures have the capacity to identify barriers that prevent homeless people from
accessing benefits and services from mainstream public programs. Through these
structures, communities could choose to generate ways to reduce these barriers if they
considered doing so a priority. The communities differ considerably, however, in the
scope and authority of their organizing structure, the extent to which it has taken on this
challenge, and the resources it has at its disposal for increasing access. For the reader to
fully appreciate the mechanisms that communities have developed to overcome
structural, capacity, and eligibility barriers (described in Chapters 4, 5, and 6,
respectively), it is essential to understand the role of community organizing structures

Chapter 3: Community Structures For Promoting Mainstream Access 40
and how specific mechanisms fit into the overall picture of the ways these seven
communities address the homelessness in their midst.
The Organizing Structures
Five of the communities included in this study have strong central organizing structures
that identify gaps and take steps to fill them, including gaps in homeless people’s access
to mainstream benefits and services. Two have strong mayoral support (Denver and
Norfolk), one has an independent funding stream (Miami-Dade County), another
(Denver) does major fundraising from the private community, two have been their
community’s primary focus of planning and action to ending homelessness for more than
15 years (Miami and Portland), and three have major involvement of the public agency
that controls core public benefits (Denver, Norfolk, and Portland). Albany has a working
alliance among its homeless coalition and two county government agencies that has
generated significantly more access mechanisms than neighboring counties, despite the
absence of the types of political support found in Denver and Norfolk. Finally,
Albuquerque does not have the benefit of a strong central structure, but provider efforts
over the years have gone some way toward improving access to mainstream services for
their own clients through various arrangements with public agencies.
Exhibit 3.1 provides an overview of these structures for the seven communities. The first
column shows the community and the year in which the primary organizing structure
began. Each of these communities has a 10 Year Plan to end homelessness (10YP); the
year each 10YP was released appears in the first column also. The longest standing
organizing structure is Portland’s Emergency Shelter Assessment Committee, which
dates from the mid-1980s, followed by Miami’s Homeless Trust, which was established
by county ordinance in 1993. Portland and Miami came rather late to the 10 Year Plan
movement, but both communities already had plans that had guided their activities for at
least a decade and a half. The Albany County Coalition on Homelessness also got
organized more than a decade ago; organizing structures in the remaining four
communities date from 2000 through 2004.
These seven communities do not put equal weight on their 10YPs, even though they each
have one. In Miami the 10YP augmented a long-standing Homeless Plan that did not
initially focus on permanent supportive housing or ending chronic homelessness, but
which had shifted to incorporate that emphasis before the local 10YP was developed.
Portland does not have a 10YP of its own but participates in Maine’s statewide plan, into
which it had significant input. It has locally developed plans that have long guided the
continuing development of its homeless system. Denver and Norfolk developed 10YPs as
part of a new mayor’s significant emphasis on ending homelessness. In these two
communities, the 10YP is a critical blueprint for the organizing structures, both housed in
the mayor’s office and both enjoying considerable leverage to pursue the plan with vigor.
Pittsburgh, Albany, and Albuquerque have multi-year plans but they are not as central to
day-to-day activities as these plans are in Denver and Norfolk.

41Chapter 3: Community Structures For Promoting Mainstream Access
Exhibit 3.1: Key Features of Study Communities that Facilitate Homeless People’s
Access to Mainstream Services
Community
Organizing
Entity
Implementing
Entity
Role of Local
Elected Officials
Role of
Mainstream
Agencies
Role of Service
Providers
Change in Level of
Resources
Miami (since Homeless Homeless Trust Five of 27 HT Board Recently signed Main access Local dedicated tax,
1993; 10 Year
Plan [10YP] in
2004 as add-on
to Homeless
Plan)
Trust (HT) members either are or
represent local elected
officials; elected law
enforcement and
mayors have strongly
supported the Criminal
Mental Health Project;
HT advises County
Board of
Commissioners on
homeless matters
Memorandum of
Agreement to
increase
connections with
homeless system;
much co-location;
strong involvement
of criminal justice
agencies; schools
and Department of
Children and
Families have
representatives on
HT Board
mechanisms run
through providers—
Citrus for outreach
and jail connections,
Camillus for families,
Community
Partnership for the
Homeless for the
Homeless
Assistance Centers
increased state funding,
especially for Criminal
Mental Health Project
Denver (since Denver Denver’s Road Strong commitment of Strong Dpt. Of Many new and Major fundraising
2000; 10YP Commission Home and the mayor and City Human Services expanded programs focus—$46 million for
since 2005— to End Commission’s Council (DHS) involvement; under Denver’s first four years, on
established Homelessnes seven committees DRH is housed in Road Home to target; 50% public, 25%
Denver’s Road s/ Denver’s and works integrally increase access as corporate, 25% private
Home) Road Home
(DRH)
with Denver DHS well as other goals
Pittsburgh Allegheny Department of Not directly involved DHS is the locus of Work closely with Have refocused existing
(DHS
reorganized in
1997; Advisory
Board since
2003; 10YP
since 2005)
County
Homeless
Advisory
Board—
public-private
partnership
Human Services
and, through its
contracts, service
providers
most activity to
increase access;
funding flexibility to
fill gaps identified by
Advisory Board
DHS to implement
strategies that DHS
funds
money, generated new
grant funds from the
U.S. Department of
Housing and Urban
Development and the
Substance Abuse and
Mental Health Services
Administration for
targeted services

Chapter 3: Community Structures For Promoting Mainstream Access 42
Exhibit 3.1: Key Features of Study Communities that Facilitate Homeless People’s
Access to Mainstream Services
Community
Organizing
Entity
Implementing
Entity
Role of Local
Elected Officials
Role of
Mainstream
Agencies
Role of Service
Providers
Change in Level of
Resources
Portland (since Emergency ESAC’s Not directly involved, Do trainings, Highly collaborative, Small increase in health
1987; no local Shelter Mainstream but supportive establish point host co-located staff, resources, bridge
10YP, Assessment Resources and person, co-locate extend trainings housing resources
statewide since Committee Priorities staff, provide internally
2008 but were (ESAC) Committees leadership through
earlier plans) ESAC membership
Norfolk (since Mayor’s Office OEH; Homeless Strong mayoral HART is housed in Support HART and Creative use of state
2004; 10YP to End Action and commitment DHS, which efforts to end/ funds for family
since 2005) Homelessnes
s (OEH);
Norfolk
Homeless
Consortium
Response Team
(HART),
Consortium
promotes
mainstream access
for families and
some singles, and
connects to other
agencies
prevent family
homelessness, but
less integrated with
other 10YP goals
preservation, some use
of federal block grant
funds, but have faced
significant cuts
Albany (since Albany Split—co-location, Endorsed 10YP Participate in ACCH; Participate in ACCH NY has General
1996; 10YP County Single Point of development; Dpt. of Mental Assistance; DSS has
since 2005) Coalition on
Homelessnes
Access for mental
health services
supportive through
Dpt. of Social Services
Health leads Single
Point of Access for
put resources into
prevention and Housing
s (ACCH) (DSS) mental health
services
First
Albuquerque New Mexico Mostly actions of Local government One provider has Provide the primary City funds Housing
(since 2003; 5 Coalition to individual service funded the Coalition to funding from several leadership and all First, Homeless Court,
Year Plan End providers seeking write a 5YP, but the mainstream the implementation centralized substance
[5YP] since Homelessnes resources for their plan was written and is agencies, but most abuse intake through
2007) s and its
Steering
Committee for
the
Albuquerque
Continuum of
Care
clients being implemented by
the Coalition
do not; some co-
location, some
procedural changes
sobering center on its
own initiative; low level
of services combined
with recent budget cuts
are big problem

43Chapter 3: Community Structures For Promoting Mainstream Access
The second and third columns of Exhibit 3.1 show each community’s organizing and
implementing entities. In Miami, Denver, Portland, and Norfolk, these entities are the
same, usually with different committees of the whole pursuing their own responsibilities
within the overall plan. In Pittsburgh/Allegheny County, the county Department of
Human Services is the primary implementing entity, taking ideas originating in the
Allegheny County Homeless Advisory Board, of which it is a part, and some of its own
ideas and giving them operational reality through its use of contracts for various
homeless-related services. In Albany, the homeless coalition and mainstream agencies
working together have developed some very useful mechanisms for improving access,
while activities in Albuquerque are less centrally orchestrated, even though an official
organizing entity exists. Much is left up to provider initiative to negotiate with
mainstream agencies for their own clients.
The remaining columns of Exhibit 3.1 display the role of local elected officials,
mainstream agencies, homeless service providers, and funding in promoting homeless
people’s access to mainstream services. It should already be clear to the reader that the
communities with the strongest organizational thrust to improve mainstream access are
those such as Denver and Norfolk that have the strong support of the mayor; those that
have an independent flexible source of revenue (Denver and Miami); or those that are so
well established in their community, with the involvement of many stakeholders, that
their planning and implementation activities are widely supported (Miami, Portland, and
Pittsburgh).
In terms of the scope of these communities’ efforts to improve mainstream access,
Norfolk focuses mostly on families while the remaining six communities encompass all
homelessness within their geographic boundaries.
The Miami-Dade County, Pittsburgh/Allegheny County, and Albany organizing
structures cover the whole county, which coincides with the Continuum of Care (CoC).
Norfolk, Denver, and Albuquerque organizing structures cover the city only. In the case
of Norfolk and Denver, the city also has county functions—that is, there is no larger
county of which the city is a part. Norfolk and Albuquerque are their own CoCs. In
contrast, the city and county of Denver’s CoC includes six other counties and is managed
by a different organizing structure, the Metropolitan Denver Homeless Initiative.
Denver’s Road Home works with the larger CoC community to prevent homelessness by
expanding the supply of affordable housing through changes in zoning, urban design, and
land use, and also expanding the supply of emergency shelter accommodations for the
short term. Portland’s organizing structure has evolved into a hybrid. It is mostly focused
on the City of Portland, which is its own CoC, but it has recently extended its reach to
collaborate with activities funded by its surrounding county that are designed to keep
families facing a housing crisis in their own homes and communities rather than sending
them to Portland for assistance, as was the practice in the past. Portland also participates
in a regional homeless council that has planning functions for Portland, its county
(Cumberland), and neighboring York County.

Chapter 3: Community Structures For Promoting Mainstream Access 44
Snapshots of Community Organizing Structures
What follows are brief summaries of the organizing entities in the seven study
communities, along with graphic depictions of how they relate to mainstream access
mechanisms and the local public and nonprofit provider agencies.
• Miami and Dade County’s Homeless Trust (HT)—HT is the hub of the county’s
homeless services system, as shown in Exhibit 3.2. It manages a budget of about $40
million a year, including proceeds of the county’s food and beverage tax, 85 percent
of which is dedicated to supporting homeless services; HUD grants through the CoC;
and other public and private resources. It developed and implements the Miami-Dade
County Community Homeless Plan, including periodic assessments and revisions as
needed, and advises the County Board of Commissioners on matters related to
homelessness. HT consists of a 27-member board that is broadly representative of
stakeholders in the work of ending homelessness. HT Board members include 
representatives of local governments (the Miami city manager, three representatives
of the county’s League of Cities, one County Commissioner, the school
superintendent, and the head of the district office of the state Department of Children
and Families); service providers; business, civic, and religious leaders; and formerly
homeless people. The Board guides the work of HT staff; many board members also
take active roles in promoting homeless services, developing structures to end
homelessness, and raising money and other resources. The HT routinely works to
identify gaps in services or access and then takes steps to fill those gaps, using the
resources at its disposal. Mechanisms are shown in the lower part of Exhibit 3.2.
• Denver’s Road Home (DRH)—Denver’s Road Home, the name Denver has given to
its integrated efforts to end homelessness, has garnered national attention for its 10
Year Plan to End Homelessness for the City of Denver and its unique system of
support for homeless services. Upon assuming office in 2004, Mayor Hickenlooper
appointed the Denver Commission to End Homelessness, a group of 41
representatives from local government, nonprofits, philanthropic organizations, and
homeless people, plus over 350 volunteers. Its seven committees contributed
recommendations to the original plan and continue to meet to discuss issues and make
recommendations to the Commission. Working closely with the Denver’s Road
Home Office, these committees address the issues and goals enumerated in Denver’s
10YP, working with a highly coordinated and goals-driven approach. With local
public and private support (but little state support in terms of resources), Denver
provides an example of targeted resource allocation with a special emphasis on
mainstream benefit receipt for homeless people through an extensive network of
outreach activities. The city has taken on significant responsibilities regarding the
elimination of homelessness while also bringing in more private service providers and
funding from the business and philanthropic community and other private sources.
Exhibit 3.3 shows Denver’s Road Home at the top and the numerous mechanisms it
has created and funded to increase mainstream access.

45Chapter 3: Community Structures For Promoting Mainstream Access
Exhibit 3.2: Miami and Dade County’s Activities that Promote
Homeless People’s Access to Mainstream Services
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Miami-Dade County Homeless Trust Board and Staff - since 1993
Developed and manages Miami-Dade County Community Homeless Plan since 1993: Administers Food & Beverage Tax
and other homeless resources; does Continuum of Care planning, application, point-in-time counts, fiscal agency;
manages Homeless Management Information System; develops and manages additions to the plan for ending
homelessness, facilitating access to mainstream services—uses HT resources to support/stimulate approaches that fill
gaps so that whatever agency a homeless person approaches, he or she will be linked to needed benefits and services.
Two Homeless Assistance
Centers (HACs)
Offer emergency shelter,
assessment, intensive case
management, co-located
mainstream services, benefits team.
Board of County Commissioners
Must approve Miami-Dade County Homeless Trust (HT) spending new money.
Memorandum of Agreement
Committing mainstream agencies to (1) link clients in need with homeless system, and (2) develop own housing resources.
Department of Children and Families: TANF/food stamps/Medicaid, mental health and substance abuse;
Jail and court, mental health facilities, Jackson Memorial Hospital/Public Health Trust, federal agencies involved—Veterans
Affairs and Social Security Administration (for SSI/SSDI).
Family Intake, Prevention, Rapid
Exit
Helpline to Camillus House staff for
services.
Three Outreach Teams for 

Singles
Helpline to team, give help directly
or take to HACs.
Outreach, Housing First, Safe Haven,
benefits specialist for chronically
homeless through Citrus Mental
Health.
Prisoner re-entry/homelessness
prevention initiative, Gaps program.
Integrated health and mental health
care through Jackson Memorial, at
HACs and then at Jackson.

46Chapter 3: Community Structures For Promoting Mainstream Access
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Metropolitan
Denver Homeless
Initiative
Organizing structure
for the broader
Denver metropolitan
area Continuum of
Care (seven
counties ).
Exhibit 3.3: Denver, Colorado’s Activities that Promote
Homeless People’s Access to Mainstream Services
Denver’s Road Home (DRH)
Organizing structure for Denver’s Ten Year Plan to End Homelessness (10YP); using the Homeless
Consortium Committees, oversees the implementation and maintenance of the 10YP; physically
housed within the De partment of Human Services (DHS) with direct oversight from the Mayor’s Office.
Denver Homeless Consortium Committees
Seven committees meet monthly to implement and sustain aspects of Denver’s 10YP; committees
include Evaluation, Community Awareness, Fundraising, Resource Allocation, Implementation,
Employment, and Continuum of Care; committees actively pursue goals and strategies identified in the
10YP , refining and augmenting as needed or appropriate.
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Outreach and Engagement
• Denver Outreach Collaborative: an association of
homeless outreach groups operating in the City of
Denver; created through funding from DRH, the
collaborative uses a central dispatch unit to
coordinate over 20 outreach workers and 4.5 case
managers.
• Homeless Outreach Team.
• Urban Peak Youth Outreach.
• Spanish-Speaking Outreach Team.
• Project Homeless Connect—annual event to bring
together Denver’s homeless services under one roof.
• Two police officers focus only on homeless outreach.
Benefit Acquisition and Retention Programs
• Colorado Coalition for the Homeless uses Benefit Acquisition and
Retention Team to ensure access to mainstream benefits for its
clients, especially those seeking Supplemental Security Income (SSI).
• SSI/Social Security Disability Income Outreach, Access, and Recovery
case managers in Denver are trained to generate SSI applications that
will succeed on first submission.
• Colorado Legal Services and Colorado Lawyers Committee help
homeless clients, pro-bono, work through the SSI application process
and get IDs.
Expedited Procedures
• Consolidated Temporary Assistance for Needy Families, Medicaid,
and food stamp application.
• Expedited food stamp application and recertification at DHS.
• Homeless Ongoing Outreach Team.
• Temporary suspension rather than termination of Medicaid benefits
while in an institution, facilitating resumption upon discharge.
Co-location
Mainstream benefit staff are out-stationed in areas
frequented by homeless people, including:
• St. Francis House.
• Stout Street Mobile Medical Clinic.
• Veterans Affairs presence in workforce centers.
Capacity Expansion—using the Mile
High United Way as a fiduciary partner,
DRH is able to fundraise more effectivel
Coordination—DRH holds monthly meetings with homeless services providers.
y.

Chapter 3: Community Structures For Promoting Mainstream Access 47
Exhibit 3.4: Portland, Maine’s Activities that Promote
Homeless People’s Access to Mainstream Services
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Emergency Shelter Assessment Committee (ESAC)
Organizing structure for Portland’s comprehensive response to homelessness since 1987; members include representatives of
relevant mainstream agencies, homeless service agencies (both directors and front-line workers), consumers, advocates, and civic
leaders; Priorities and Mainstream Resources Committees have the responsibility of devising access mechanisms and strategies.
Co-location
GA and Veterans Affairs at men’s
shelter, several at Access Center,
state housing subsidies at GA
office.
Priorities Committee of the Continuum of Care
Prioritizes projects for Super Notice of Funding Availability
(SuperNOFA).
Emergency Shelter Assessment Committee (ESAC)
Organizing structure for Portland’s comprehensive response to
homelessness since 1987; members include representatives of
Expedited procedures
For GA, food stamps; SSI
specialist in Social Services
office.
Training
Offers training to homeless service providers by
mainstream agencies to establish relationships among
case managers and mainstream intake workers and
teach case managers how to do successful applications;
spinoffs include more focused trainings at provider sites
and even “training” for clients; mainstream agencies
involved include:
• Social Services Division of City Department of
Health and Human Services (DHHS) (General
Assistance [GA]; employment services, refugee
services; disability services).
• State DHHS (Temporary Assistance for Needy
Families, food stamps, MaineCare (i.e., Medicaid).
• Social Security Administration—Supplemental
Security Income (SSI), Social Security Disability
Income.
• Veterans Affairs.
Raising the Bar for Program Performance
Following U.S. Department of Housing and Urban
Development shifts, Priorities Committee raised
expectations for success of homeless service programs
in connecting clients of mainstream benefits; monitors
and incorporates performance into ratings for
SuperNOFAmainstream benefits; monitors and
incorporates performance into ratings for SuperNOFA
Proximity
Homeless programs and mainstream agencies are a few blocks
apart; options to move agencies to further-away locations have
been rejected based on effects on access.

48Chapter 3: Community Structures For Promoting Mainstream Access
• Portland, Maine’s Emergency Shelter Assessment Committee (ESAC)—Portland
was the first entity in Maine to have any type of homeless plan or structure to address
homelessness. ESAC, shown at the top of Exhibit 3.4, predates the McKinney
Homeless Assistance Act of 1987, having been established in the mid-1980s when the
City of Portland and the United Way formed a task force to examine the growing
phenomenon of homeless families and develop ideas for how to address it. The initial
charge of addressing family homelessness was ultimately broadened to include all
homelessness. From early on, ESAC monitored who used the shelters, how long they
stayed, what they needed, and similar issues. It also developed a common assessment
tool for people approaching shelters for the first time and a data system for recording
results and tracking shelter use and outcomes. Membership includes executive
directors of homeless assistance programs, public agency directors (city and state
Department of Health and Human Services divisions, Portland police, Portland
Planning and Development), advocates, and case managers/line workers from across
the city, providing diverse perspectives that together cover the spectrum of
stakeholders. ESAC’s Mainstream Resources Committee develops trainings to
improve the ability of provider staff to help clients access mainstream services, while
its Priorities Committee monitors providers to be sure they are doing as much as
possible to link clients to these services. These mechanisms appear in the lower
portion of Exhibit 3.4.
• Pittsburgh/Allegheny County’s Homeless Advisory Board—Established in 2003,
the Advisory Board is a public-private partnership responsible for overseeing the
community’s Continuum of Care and 10 Year Plan to end homelessness (see Exhibit
3.5). The Advisory Board’s membership includes the county’s Department of Human
Services (DHS). DHS’ Office of Community Services (OCS) has primary
responsibility for homeless-related programs in the county. OCS provides staff
support for the Advisory Board and serves as the CoC’s fiscal agent. Other Advisory
Board members include representatives of other Allegheny County government
agencies; Pittsburgh, McKeesport, and Penn Hills government entities; a wide range
of mainstream and homeless services provider organizations; and a highly active
group of local foundations. The Advisory Board provides overall guidance and
direction to the development of the homeless service system in Allegheny County.
The aspects of Pittsburgh/Allegheny County’s organizational structure of most
interest for this chapter are: (1) the considerable integration among DHS program
offices and the engagement of key players from each of these offices in developing
integrated service programs and (2) the integration of foundations into the funding
picture. Through the cooperative interactions within DHS, the department is able to
modify service contracts, blend or shift funding, and support community providers to
fill service needs identified by the Advisory Board, as shown in the lower portion of
Exhibit 3.4. Many of the providers so affected serve at-risk as well as literally
homeless populations such as people with psychiatric disabilities, addictions, and/or
the need for child or adult protective services. Homeless and at-risk households gain
access to integrated services when the same provider receives homeless, behavioral
health, and possibly child welfare or aging-related funding. Foundations actively
participate on the Advisory Board and work with DHS and other funders to make

Chapter 3: Community Structures For Promoting Mainstream Access 49
resources available for services and other aspects of programs deemed important
within the community but that have no immediate public source of support. The DHS
structure, foundation involvement, and the highly engaged provider community are
credited with the community’s success in winning both HUD and behavioral health
funding.
• Norfolk’s Mayor’s Office to End Homelessness, Commission to End
Homelessness, and the Homeless Consortium—Norfolk’s mayor established the
Commission to End Homelessness in early 2004 and charged it with developing a 10
Year Plan for the city (see governance section of Exhibit 3.6). In May 2005, the 10YP
was released, reflecting the input of many local stakeholders to identify gaps in the
city’s homeless system. Within his office the mayor also created the Office to End
Homelessness (OEH) and charged it with assuring that the elements of the 10YP are
implemented and are establishing and maintaining links to the various homeless
initiatives in the city. Thanks to its position in the mayor’s office and the mayor’s
strong support, OEH has been instrumental in steering public dollars (for example,
Home Investment Partnership Program [HOME], Community Development Block
Grant [CDBG]) into the homeless system and coordinating with the Homeless
Consortium, which represents the entire homeless assistance system in Norfolk.
Norfolk’s mechanisms for assuring access to mainstream services, shown in the lower
portion of Exhibit 3.6, focus on families, although they do reach some single adults.
The Homeless Action and Response Team (HART) is a project of the Department of
Human Services that began in 2003, before OEH was established. Its location in DHS
gives it excellent access to TANF, food stamps, and employment and training
resources, and the support it receives through OEH and the Consortium assures that it
is able to connect its clients to many other resources. HART provides a single point of
entry for homeless families and helps them locate housing, using emergency rental
assistance for short-term coverage of rent and moving costs and working with the
Housing Broker Team in DHS to mediate with family members or landlords on
behalf of clients. HART also helps families access public resources and, if
appropriate, gain access to transitional or permanent supportive housing programs.
• Albany County Coalition on Homelessness (ACCH)—ACCH has long been the
organizing entity that brings providers together to focus on ways to improve homeless
services in Albany County (Exhibit 3.7). The level of cooperation among providers is
viewed locally as the community’s greatest strength in addressing homelessness. The
county departments of Social Services and Mental Health participate in ACCH and
have strong administrative commitments to facilitating access to the benefits they
control, including outstationing workers in homeless service agencies. Homeless
people in Albany are able to take advantage of the generous benefits provided by the
state of New York, although state rules for TANF impose very long wait times and
onerous procedures on applicants (for example, drug and alcohol abuse screening),
which hinder access to that benefit. The alliances among homeless providers and two
mainstream agencies have been able to establish significantly more functional access
mechanisms than are found in many of the counties surrounding Albany.

50Chapter 3: Community Structures For Promoting Mainstream Access
Exhibit 3.5: Pittsburgh and Allegheny County’s Activities that Promote
Homeless People’s Access to Mainstream Services
Allegheny County Homeless Advisory Board
Public/private partnership responsible for guiding policy related to homelessness, including oversight of Continuum of Care
(CoC), Ten Year Plan; members are representatives of state and municipal governments and consumer, provider,
foundation, business, and academic communities; key committees dealing with mainstream access issues include CoC,
Local Housing Options Team, Health, Supportive Services, and Homeless Outreach Coordinating.
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Allegheny County Department of Human Services (DHS)
Leadership from Director for Human Services; DHS serves as CoC lead; Office of Community Services (OCS)
has primary responsibility for homeless programs; resource sharing and collaboration with three other DHS
program offices that have shared interest in addressing homelessness (Area Agency on Aging; Office of
Children, Youth, and Families; and Office of Behavioral Health); flexible contracting used to achieve access,
integration; OCS provides staff for Advisory Board and serves as CoC fiscal agent.
DHS-Provider Organization Cooperation
OCS bureaus meet regularly with provider networks,
offering opportunity for mutual review of Homeless
Management Information System trends and planning
regarding U.S. Department of Housing and Urban
Development funding implications; DHS housing
coordinator’s affordable housing vacancies list helps
provider agencies find housing for consumers; provider
organizations’ executive directors’ workgroup keeps DHS
Continuum of Care Supportive Service Fund
Serves as mechanism of service expansion; draws from
foundation resources to provide match and gap funding;
foundation funds also support the DHS data warehouse
and DHS housing coordinator position.
DHS Program Office Integration/Collaboration
Permits strategic cost shifting and allocation of public and
foundation resources, allowing DHS to supply matching
services funding and positioning the department well to
informed of barriers to access and other issues facing the
draw down further funding; data warehouse allows DHS
provider community.
to examine service use patterns across multiple systems
and to develop ways to free up funds as a result.

51Chapter 3: Community Structures For Promoting Mainstream Access
Exhibit 3.6: Norfolk, Virginia’s Activities that Promote
Homeless People’s Access to Mainstream Services
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Office to End Homelessness (OEH)
Organizing structure for Norfolk’s Ten Year Plan to End Homelessness (10YP); OEH is charged with identifying service gaps,
developing new resources, assessing existing programs, and facilitating communication between arms of the Continuum of Care.
Norfolk Homeless Consortium Committees
Seven committees meet monthly to cover various aspects of the city’s service system. Committees include: Continuum of Care,
Employment Taskforce, Homeless Management Information Systems, Single Adults, Healthcare, Central Intake/Families, and
Homeless Vigil.
Homeless Families Central Intake Point/Homeless Action and
Response Team (HART)
• HART for homeless families, housed in the Department of Human
Services (DHS), creates a single point of access for homeless
families (a major goal of Norfolk’s 10YP), simultaneously providing
housing options and access to mainstream benefits administered by
DHS.
• HART established a 24-hour Homeless Hotline as part of central
intake.
Benefit Acquisition and Retention Programs
Projects in Assistance in Transition from Homelessness (PATH)
outreach workers at Norfolk’s behavioral health agency are trained in
Supplemental Security Income/Social Security Disability Income
Outreach, Access, and Recovery.
Expedited Procedures
?ƒ Temporary Assistance for Needy Families, food stamps, Medicaid,
General Assistance, Emergency Assistance, state and local
coverage for hospitalization, Auxiliary Grants, and the Refugee
Resettlement Program all use the same universal application.
?ƒ Expedited food stamp application and recertification at DHS.
Increased Communication and Resources
• OEH organizes Project Homeless Connect twice a year and
provides a central contact point on homelessness within the
Mayor’s Office.
• Continued support from the Mayor’s Office through OEH was
deemed critical in steering public funds into the homeless
system.
• The Housing Brokers Team was created to ensure that
landlords continue to provide units of housing for homeless
individuals and families.
Co-location and Outreach
• The Veterans Affairs Homeless Coordinator and behavioral
health agency staff are on site at the Salvation Army shelter.
• DHS eligibility workers are out-stationed to a number of
different sites frequented by homeless individuals.
• Crisis Intervention Teams—police, firefighters, and
paramedics are trained to do emergency crisis pre-
screening. If emergency services staff come into contact
with a homeless mentally ill individual, they make referrals
to PATH case workers.

Chapter 3: Community Structures For Promoting Mainstream Access 52
Exhibit 3.7: Albany County’s Activities that Promote
Homeless People’s Access to Mainstream Services
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Albany County Coalition on Homelessness (ACCH)
Since 1996 has provided the organizing structure for the
Continuum of Care (CoC) application and more recently
(2004) the Ten Year Plan; members include county
government and housing providers; key committees
include Plan to End Homelessness (Housing First
Committee, Homeless Awareness Committee), CoC
Committee, and HMIS Committee.
Albany County Government
Responsible for assuring access to many mainstream
benefits and services, both directly through county staff and
through provider agencies with which the county contracts;
specific agencies providing both leadership and program
administration are the Department of Social Services (DSS;
administers Temporary Assistance for Needy Families,
General Assistance, Medicaid, and food stamps) and the
Department of Mental Health (DMH; administers mental
health and substance abuse service contracts).
Coordinated Intake
Central intake facilitates access to emergency
housing; DMH Central Management Unit, Single
Point of Accountability facilitates access to mental
health and substance abuse services.
Expedited Procedures
Expedited food stamp application and recertification;
Medicaid application outreach in local hospitals.
Supplemental Security Income (SSI) Assistance
SSI/Social Security Disability Income Outreach,
Access, and Recovery being implemented in
community; individual provider agency proficiency
with SSI applications.
Co-location
Sheridan Hollow drop-in center offers access to
numerous benefits, services under one roof; other
providers offer some co-located access.
Coordination
Achieved via ACCH monthly meetings, DSS monthly
meetings with homeless service providers, and the
Patient Services Coordinating Committee, which
works to coordinate care for frequent users of high-
cost services.
Housing Capacity Expansion
Albany County Housing Trust Fund, Albany
Community Land Trust increase availability of
affordable housing.

Chapter 3: Community Structures For Promoting Mainstream Access 53
• New Mexico Coalition to End Homelessness (NMCEH)—Albuquerque does not
have an organizing entity of its own. Its CoC and the balance of state CoCs are both
coordinated by the NMCEH, whose membership consists mostly of providers and one
state agency, the New Mexico Housing Finance Agency, as shown in Exhibit 3.8.
Leadership to improve access to mainstream benefits comes largely from three
providers, St. Martin’s Hospitality Center, Albuquerque Health Care for the
Homeless, and Crossroads, a provider serving women ex-offenders. Given the state’s
minimally funded services context and budget cuts, provider efforts to establish
working relationships with staff at public agencies and one-person-at-a-time case
advocacy account for most of the success achieved in Albuquerque in helping
homeless people get mainstream services. Crossroads has been particularly successful
at getting public resources for its clients through grants and contracts.

Chapter 3: Community Structures For Promoting Mainstream Access 54
New Mexico Coalition to End Homelessness (the Coalition)
Since 2000; this statewide coalition was founded by providers
and the NM Mortgage Finance Authority; it manages the
Albuquerque and balance of state Continuum of Care process;
Albuquerque is represented by four Board members.
Albuquerque City Government
Funds specific programs; paid for the staffing to create
the 5 Year Plan, which the Coalition developed.
Alternative Identification
The Coalition and local providers advocated to get the
Motor Vehicles Department to accept shelter address for
state ID cards.
Exhibit 3.8: Albuquerque, New Mexico’s Activities that Promote
Homeless People’s Access to Mainstream Services
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City Funding To Increase Access To Services
Housing First program; Low Income Home Energy
Assistance Program funds used to pay back utility
bills; “homeless” court; Ministerial Association
Temporary Shelter Sobering Center.
St. Martin’s Hospitality Center and Healthcare for the
Homeless
Provides strong leadership in community; serve as first points of
entry and centers of co-location, including day shelter, behavioral
health services, physical health services, mainstream service
applications, and outreach services.
Crossroads for Women
Responsible for mainstream vocational rehabilitation program that modified standard practice to allow
training and job placement for women with criminal histories and mental illness; petitioned American Public
Health Association to change customary practice regarding criminal history of potential tenants.

55Chapter 3: Community Structures For Promoting Mainstream Access
The Advantages Gained Through Strong Central Organization
Most study communities have a strong central organizational structure that has used its
position to great advantage. These structures take the multi-year view. They set goals,
identify gaps in existing service offerings or approaches that would get in the way of
meeting goals, develop strategies to fill gaps and meet goals, and assess their progress
and alter course if needed. Most have deliberately set out to increase the proportion of
homeless people in their community who receive mainstream benefits, recognizing that
gaining access often is not easy for homeless people and setting up mechanisms to
facilitate not just access but approved applications and continued receipt. While they may
not set numerical goals, their experience and sometimes formal documentation tells them
that many more homeless people are probably eligible for an array of benefits than are
currently receiving them, so their goal is “more.” To assemble the resources to put
facilitating mechanisms in place and to build community support, a number of them go to
great lengths to explain their goals, strategies, and progress to their communities in the
expectation that the communities will respond with both strategic and financial support.
This chapter provides some examples of what the strong central organizations in our
communities have accomplished and continue to accomplish, pointing out especially the
goal-setting, strategizing, monitoring, fundraising, resource allocation, and community
reporting activities as they have occurred over a number of years. The most highly
organized communities come first. Denver, Miami, Portland, and Pittsburgh can
reasonably be considered to have created a coordinated community response to
homelessness, and Norfolk has done so for families. Albany appears to be operating in
coordinated and sometimes collaborative ways, with strong alliances at the level of
public agency administrators and homeless service providers, but without the dramatic
commitment of a mayor. Albuquerque, the last study community, does not have the types
of organization observable in the first six communities, but it does offer an example of
what providers can accomplish even when there is little strategic support for
communitywide solutions from public officials. The examples that follow, many of
which are quite lengthy, while others are brief, all pertain to increasing homeless people’s
access to mainstream benefits and services.
6
Denver, Colorado
In Denver, the work of the Mayor’s Commission’s Fundraising Committee and the
outreach development focus of the Resource Allocation Committee, along with
implementation by the Denver’s Road Home office, highlight the advantages of strategic
thinking and implementation.
6
Many of these communities have pursued other goals (for example, decreasing chronic homelessness,
family homelessness prevention) with equal fervor, but this report concentrates on their approaches to
increasing mainstream access.

56Chapter 3: Community Structures For Promoting Mainstream Access
Fundraising
As noted in Chapter 2, the Denver Commission to End Homelessness thought it would
take $46.1 million to carry out its 10YP, with a good part of these resources going to
create or expand mechanisms that increase access. The Commission created a foundation-
funded executive director position for the DRH office to oversee fundraising and assure
that the money raised was allocated to activities that would further the plan. The 13-
member Committee on Fundraising within the Denver Commission to End Homelessness
does the actual fundraising; the DRH Executive Director sits on that committee.
The mayor did not want the funding for the 10YP to come from places already giving, so
he looked for new sources. His strategy was to get everyone to invest, allocating
responsibility among three sectors as follows: $23 million from government sources,
$11.5 million from foundations, and $11.5 million from private donors, including
corporations. The mayor successfully lobbied for foundation support, asking for an
expansion of what foundations were already giving. Foundations agreed, with the
understanding that as the city implemented the initiative, the funding would shift more
toward public dollars. A favorable composition of the Denver City Council aided this
fundraising strategy. Foundations also made their support contingent on participation
from businesses and the private sector. Fundraising is more than on target, with
approximately 75 percent of the money needed having been raised by the end of the
10YP’s second year (2007).
Denver has been creative in its approach to fundraising from private sources, often
coupling it with community awareness campaigns to sustain community support for
completing the plan. For example:
• The mayor hosts an annual “PJ Party,” a fundraiser at a downtown hotel.
Everyone wears pajamas to this “signature event” (the mayor and workers at
about a dozen businesses wear pajamas to work a couple of days in advance to
raise awareness). Hotel room revenue for those attending the party is donated to
Denver’s Road Home. The PJ Party raised $140,000 in 2008; Denver’s Road
Home was aiming to raise $250,000 in 2009. In fact, it raised $500,000, when a
philanthropic couple donated a dollar-for-dollar match of all proceeds.
• Denver’s Road Home has installed special “parking meters” in downtown areas
most frequented by panhandlers and combined them with a “Give a Better Way”
public awareness campaign. In addition to generating over $100,000 a year in
donations, downtown Denver has seen a 92 percent reduction in panhandling.
• The Downtown Business Improvement District provides substantial resources for
the Denver Outreach Collaborative, one of Denver’s primary mechanisms for
connecting street and homeless people to mainstream benefits and services.
• The Mile High United Way acts as fiscal agent for Denver’s Road Home,
collecting all funds raised, issuing requests for proposals for projects and services,
reviewing responses, and issuing contracts. It was thought that having a nonprofit

57Chapter 3: Community Structures For Promoting Mainstream Access
agency serve as fiscal agent would increase the odds that individuals and
businesses would contribute, rather than their giving money to a government
agency. With more money, DRH has been able to support more access
mechanisms.
Monitoring, evaluation, and publicizing results go hand-in-hand with fundraising.
Denver’s Road Home’s ability to show results, both “on paper” and in terms of visible
differences on the streets of downtown Denver, is the best leverage for raising the
resources needed to continue the 10YP. In addition to the reductions in homelessness and
panhandling achieved by the 10YP so far, DRH also tracks reductions in use of expensive
crisis public services as a consequence of housing homeless people, and reinvests those
cost savings in further activities to end homelessness.
Outreach Collaborative
Through the Resource Allocation Committee of the Commission to End Homelessness,
DRH operates strictly from the 10YP. Its decision rule for funding projects is “How does
this fit into the 10 Year Plan? How do we fill holes?” If an activity will not further the
10YP, it will not be funded, but the approach does leave room for funding new strategies
that arguably will further Plan goals. United Way and DRH staff monitor grant recipients
three times a year to assure they are performing up to expectations, and troubleshoot with
any projects that do not appear to be meeting 10YP goals. Depending on how a program
is performing, DRH will pull or increase funding—sometimes even mid-grant. As one
informant said, “Sometimes we give a project more money during the year and say, ‘Do
more!! You are doing great, add to it.’”
The Denver Outreach Collaborative is one structure that DRH has funded in its efforts to
increase access to benefits that reflects the ability of a strong central organization to fund
many activities with the same goal and orchestrate their performance to cover the
complex reality of homeless people’s needs. All outreach within the Collaborative is
geared to connecting homeless people to mainstream resources and getting them off the
streets, with major results as reported below. Different components of the Outreach
Collaborative target different segments of the homeless population, go to different
locations, and, to some extent, have specialized access to mainstream services. Many
outreach activities existed before Denver’s Road Home, but DRH began to fund outreach,
and especially its coordination, with the goal of improving coverage, efficiency, and
follow-through. Nine programs comprise the Denver Outreach Collaborative:
• The Homeless Outreach Team (HOT) funded through DHS—goes to facilities
frequented by homeless people. HOT workers establish rapport and take
applications for food stamps, Medicaid, old age assistance, rental assistance,
housing and motel vouchers, prescriptions, and, most recently, TANF. HOT can
also provide transportation.
• The Homeless Outreach Ongoing Team (HOOT)—makes sure the applications
completed by HOT get through the system; HOOT also does redeterminations.

58Chapter 3: Community Structures For Promoting Mainstream Access
The Team’s work has significantly cut time for application approval, giving HOT
leeway to take more applications.
• Colorado Coalition for the Homeless (CCH) Community Resources Outreach
Team—street outreach rather than within homeless service facilities. CCH also
goes out with the health outreach mobile van and does benefits connections for
clients, making applications/linkages to the same array of mainstream benefits as
HOT.
• CCH Community Services Team—follow-through within CCH for applications/
people engaged by CCH street outreach; the CCH Team serves the same function
as HOOT for people they connect with through street outreach.
• Police Outreach—works with businesses, offers homeless people connections to
other outreach teams, and does referrals.
• Urban Peak Youth Outreach—to street youth, 365 days a year. Outreach staff do
some case management and connect youth to homeless services.
• Spanish-Speaking Outreach Team (SSOT)—outstationed in locations frequented
by Spanish-speaking homeless people. SSOT covers the same range of activities
as HOT, including homelessness prevention, helping with the first month’s rent,
etc.
• Family to Family Initiative Outreach Team—occasionally works with homeless
families and also has a major focus on prevention.
DRH funds a total of 20 outreach workers, 18 working at various programs and 2 police
officers in the Denver Police Department who work directly with persons who are
homeless. In addition, DRH funds a full-time coordinator for the Collaborative, housed at
CCH, plus dispatchers to take initial calls and assure a response and case managers to
assure that care is coordinated. Everyone meets monthly to coordinate, in addition to
having a good deal of regular communication about specific cases.
The Collaborative reaps the benefits of centralization as well as specialization. The city
set up a central dispatch function to coordinate the outreach teams and send them where
they need to go. At least one outreach worker is available seven days a week from 6 a.m.
to 10 p.m. As one outreach worker explained, “If someone is concerned about a person he
can call dispatch…The outreach worker shows up where the person is and has a whole
plethora of tools—tokens, motel vouchers, transportation, resource sheet, services, and
connections to networks.” Dispatch can send outreach workers or it can send a taxi to
take someone to a shelter where an outreach worker will meet him or her. A critical
advantage of the Collaborative, as already noted in Chapter 2, is that “it can follow the
person through the whole system so we don’t have to drop people when they leave a
shelter.” Other comments about the improvements in both efficiency and effectiveness
facilitated by the new Collaborative structure:

59Chapter 3: Community Structures For Promoting Mainstream Access
• The Collaborative has “helped our relationship with the downtown businesses.
The Ritz Carlton called us instead of the cops recently! That is cool.”
• The U.S. Department of Veterans Affairs (VA) has taken part in the
Collaborative. According to outreach workers, the VA now has a cell phone
specifically for outreach workers to call when they come upon a homeless
veteran. VA staff sometimes accompany outreach workers, as well. In the words
of an outreach worker, “that has been a great relationship and we had previously
thrown up our hands.”
Outcomes and Consequences
In the first three years of the initiative, DRH has created 60 percent of the housing stock
for chronically homeless people called for in its 10YP, and expects to meet the goal of
942 units by 2010, or five years into the Plan. In its “status report” during its third year,
Denver’s Road Home reported the substantial impact of its efforts, putting it ahead of
schedule to meet its five year goal of a 75 percent reduction in homelessness (Denver’s
Road Home Status Report, http://www.denversroadhome.org/state.php?id_cat=1):
Just two years into the initiative, there was evidence that Denver’s Road Home is
responding with an 11 percent reduction in overall homelessness and a 36
percent decrease in chronic homelessness. As of March 2009, in collaboration
with the extraordinary leadership of the homeless providers who do the actual
work of helping homeless people, DRH has accomplished the following:
• 1,243 new units of housing have been developed for homeless people.
• 3,278 homeless people have been assisted in finding work.
• At least 2,000 individuals accessed public benefits and treatment services.
• 957 families received eviction assistance.
• 533 homeless persons entered housing through the Denver Street Outreach
Collaboration.
In a presentation at the National Alliance to End Homelessness’s Family Homelessness
conference in San Diego on February 12–13, 2009, DRH’s director reported findings of
the Colorado Coalition for the Homeless that in Denver’s permanent supportive housing
units, tenants experienced a 30 percent increase in Supplemental Security Income (SSI)
receipt, a 26 percent increase in Social Security Disability Income (SSDI) receipt, a 17
percent increase in receipt of food stamps, and a 32 percent increase in receipt of
Medicaid. In addition, twice as many tenants had income from employment. On the
savings side, use of detox services, time in jail, and other institutionalizations were
reduced by about 60 percent for those enrolled in the program.

60Chapter 3: Community Structures For Promoting Mainstream Access
As a consequence of both DRH’s actual performance and its documentation of the effects
of that performance on the reduced use of crisis public services, the Denver City Council
voted in August 2008 to commit up to $1.5 million a year of city funds for the next 20
years to develop more than 200 units of PSH. The new investment is based on
documented annual cost savings from the reduction of chronic homelessness and the
consequent reduction in use of expensive public systems. This is a rare example of a
community acknowledging money saved in several systems (for example, health, mental
health, and jails) and shifting it to other systems (for example, housing and supportive
services) because strategists can prove that an intervention is successful (in this case,
permanent supportive housing and the outreach and supports needed to move people into
it from the streets).
Miami-Dade County, Florida
As one of the oldest central organizing structures in the study communities, and one of
two with an independent source of flexible funds, Miami’s Homeless Trust has pursued
many complex and multi-faceted aspects of system development and change since it was
established in 1993. Two Miami examples illustrate the advantages of having a strong
central organization along with flexible resources and the continuing commitment of key
stakeholders. In combination, these elements allow strategizing, planning, orchestrating
implementation, monitoring and reviewing, reassessing, revising, expanding, and all the
other activities that are required if long-range plans are going to be seen through to
fruition. The Criminal Mental Health Project began almost a decade ago and has evolved
in many directions. The recently signed Memorandum of Agreement among mainstream
public agencies has potentially far-reaching consequences; it is a relatively new
development that HT had been negotiating for several years.
Criminal Mental Health Project
Spearheaded by Judge Steve Leifman in 2000, Miami-Dade County’s Eleventh Judicial
Circuit has developed both pre- and post-booking jail diversion programs for people who
experience serious mental illnesses. Most individuals served by these programs are
homeless at the time of arrest or diversion, or are at risk of becoming homeless once
released. The array of programs and services is referred to collectively as the Criminal
Mental Health Project (CMHP). Over the years, and through many mechanisms, CMHP
has significantly decreased the number of homeless individuals with serious mental
illnesses who end up in jail, as well as contributing to the overall steep decline in street
homelessness in Miami. It has done so through: (1) greatly increased identification of
people eligible for SSI and strategies to assure rapid application and approval processes,
(2) getting the resources for and developing relevant supportive housing, and (3)
increasing receipt of appropriate behavioral health treatment and other services.
CMHP’s first activity was to establish a pre-booking diversion program based on the
Crisis Intervention Team (CIT) model developed in Memphis, Tennessee in the late
1980s. With CIT, police officers are trained in techniques to diffuse situations that have
the potential to escalate into violence and to work with individuals experiencing

61Chapter 3: Community Structures For Promoting Mainstream Access
psychiatric crises to divert them to treatment services when appropriate, rather than
making an arrest.
Judge Leifman wanted to use CIT throughout Miami-Dade County, but the county has 38
separate police agencies and entities and over 30 independent municipalities, each with
its own culture, plus the county police department that covers unincorporated areas. This
reality, along with initial opposition from key law enforcement leadership, presented
challenges to launching the CIT approach. The City of Miami Beach was the first to
agree to training, which gave the judge some real data to show other police departments
what the model could do. Support for training more departments grew, following a grand
jury report that was highly critical of the performance of the county police department
during incidents involving people with mental illnesses, many of whom were homeless.
Community outrage from a high-profile tragedy in which City of Miami police officers
fatally shot a Vietnam veteran during a poorly handled crisis situation also contributed to
a change among police agencies. The county mayor, who had previously been the county
police chief, also became a strong supporter and asked Judge Leifman to help him train
county police officers and other relevant personnel in CIT.
To support the county’s diversion efforts, all arrest forms were changed. This would have
been a very serious challenge, but fortunately the relevant police departments revise their
arrest forms every 10 years, and the timing was right. The new form has check boxes for
homeless status at time of arrest and for status as a possible mental health defendant.
Individuals identified during the booking and classification process as having possible
mental illnesses are seen by the jail psychiatrist within 24 hours of arrest. If the jail
psychiatrist determines that the individual meets criteria for involuntary hospitalization
(in Florida, as defined by the Baker Act) and the most serious charge is a misdemeanor,
jail staff begin seeking treatment placement for the individual at a community-based
crisis stabilization unit (CSU)—a level of mainstream mental health service that the
individual would almost certainly not have received without the CMHP. If an individual
meets criteria for the program he is released with an alternate bond of $9999. If the
person later absconds from the crisis unit, this code is placed on the warrant and serves to
notify police and correctional officers that the person is a jail diversion program
participant and should be promptly evaluated by psychiatric staff at the jail and, upon
court review, be returned to a crisis unit for continued treatment. The diversion process
does not require that the individual be involuntarily admitted to treatment. In fact, the
vast majority of CMHP participants voluntarily accept treatment; very seldom are
involuntary commitment proceedings initiated.
Based on the initial success of the CMHP’s diversion programs, the court, in partnership
with the Florida Department of Children and Families, obtained a Substance Abuse and
Mental Health Services Administration grant in 2003 to expand operations. The county
has since assumed financial responsibility for continuing this expansion. The CMHP was
awarded additional grant funding in 2008 from the state to expand operations to serve
individuals charged with low-level felonies. Currently, the CMHP has 14 staff members,
including a full-time CIT trainer, 7 case managers, 2 supervisors who provide oversight
and program evaluation, and 4 part-time peer support specialists, all of whom have

62Chapter 3: Community Structures For Promoting Mainstream Access
experience with both the criminal justice and mental health systems. The peer support
specialists are a key component, as they are integral to helping service consumers feel
safer and more comfortable.
Approximately 1,800 officers from 36 of the 38 law enforcement agencies in Dade
County have received CIT training. More than 900 CIT-trained police officers are
currently on duty. Trainings are offered on a recurring basis, and there is special training
available for law enforcement command staff, 911 personnel and law enforcement
dispatchers, and for correctional officers in the jail. The CMHP cites compelling evidence
of impact: before implementing CIT, an average of 13 police shootings occurred each
year of people with mental illnesses, many of which resulted in fatalities. In the past four
years, since a significant number of police personnel were trained, there have been only
two such shootings (average of 0.5 per year). The initiative has resulted in a huge cultural
change in police departments throughout the county and is enthusiastically embraced by
law enforcement personnel.
Established in conjunction with the CMHP’s pre-booking diversion program, the post-
booking diversion program is intended to improve community response to people with
mental illnesses who are arrested and booked into the jail, many of whom have homeless
histories or came to the jail directly from homelessness. The program initially served only
individuals charged with misdemeanor offenses, but has recently been expanded to
include low-level felony cases. Under the program, people with serious mental illnesses
who end up in jail and meet eligibility criteria are diverted to one of Miami-Dade
County’s seven CSUs, where they receive acute care services. After assessment and
initial treatment in a CSU, people are connected to housing with services and treatment
rather than being sent to jail, where very little treatment is available.
To help assure housing and assistance for other immediate needs for this population, the
HT, along with the CMHP, secured funding from the state ($500,000) and county
($100,000) to develop a procedure for gap funding to enable immediate housing
placement and to pilot the concept—another example of how the CMHP has connected
people to mainstream benefits. Individuals participating in the CMHP’s post-booking
diversion program are screened to see who would likely qualify for Supplemental
Security Income and Social Security Disability Income. For an individual who appears
likely to qualify, the application process is started with the assistance of CMHP staff.
While the application process is under way, the individual is placed in housing with
wraparound case management and support services, which are paid for using gap
funding. Upon qualifying for SSI/SSDI benefits, the person receives payment
retroactively to the date of application, followed by regular monthly payments thereafter.
The entire first (retroactive) SSI check goes directly to the county to reimburse a large
portion of the expenses incurred by the gap funding program (it currently recovers up to
70 percent of costs). Gap funding allows the CMHP and HT to get this very fragile
population out of jail and provide housing and services that stabilize them in the
community. The approach definitely works and has provided access to housing for many
individuals who otherwise would be homeless.

63Chapter 3: Community Structures For Promoting Mainstream Access
To complement gap funding and increase the odds that SSI/SSDI applications will be
approved, and approved quickly, CMHP staff received training in SOAR (SSI/SSDI,
Outreach, Access, and Recovery), an approach developed to expedite access to social
security entitlement benefits for individuals with mental illnesses that are homeless. In
addition, special arrangements were worked out with one local Social Security
Administration office to prioritize these applications for processing. It took a year for the
full effects of this training and the accompanying system changes to reach their full
potential, but now they are working very well. Program data demonstrate that 88 percent
of individuals are approved on their initial application. By contrast, nationally, on
average, approval on initial application is 37 percent across all disability groups. In
addition, time to approval is between 4 and 112 days with an average of 62 days. This is a
remarkable achievement compared to the ordinary approval process, which typically
takes between six and nine months (and which is still the reality for people who do their
own applications or apply with the help of agencies that have not yet participated in the
SOAR training).
Citrus Health Network, a large community provider of health and mental health services,
serves people diverted from the jail who experience some of the most severe, persistent,
and disabling forms of mental illness through a program called Kiva. Citrus first conducts
an assessment and then arranges for the individual to be admitted to an assisted living
facility (ALF).
7
Those in the program are immediately connected to case management,
bypassing a process that may take up to a month for other Citrus clients. They also
receive psychiatric services and help to apply for a Shelter Plus Care rent subsidy. Kiva
follows a low-demand model, which is believed to be integral to its success. These
services are all examples of expanding access to mental health benefits by a direct
investment of resources to serve the chronically homeless, severely disabled members of
the CMHP population.
In addition to the virtual elimination of shooting incidents involving police and people
with mental illnesses, the diversion programs are credited with making a sizeable
reduction in misdemeanor recidivism among people with mental illnesses. Prior to
implementing the CMHP, recidivism among the target population is estimated to have
been over 70 percent. This is consistent with national estimates of recidivism among
individuals with serious mental illnesses as reported by the U.S. Department of Justice.
Since implementing the CMHP, recidivism among individuals referred to the CMHP has
declined dramatically. Last year (2008), recidivism was 22 percent, thanks to getting
people appropriate services and housing.
The combination of pre- and post-booking diversion has also resulted in a significant
reduction in the number of misdemeanor defendants housed in jail. Prior to program
7
ALFs are the equivalent of board and care facilities in many communities. Because ALF accommodations
are sometimes less than might be desired, the court established standards for cleanliness, food safety,
privacy, and similar conditions, and invited ALFs to meet them. Compliance was voluntary, but the court
made it clear that only ALFs that met the standards and allowed unannounced inspections would receive
court referrals. Since court referrals comprised a significant proportion of ALF tenants, living conditions in
many ALFs improved markedly.

64Chapter 3: Community Structures For Promoting Mainstream Access
implementation, an entire wing of one floor housed individuals with mental illnesses
charged with misdemeanors. Today, there are just five cells used for this purpose.
Additionally, the number of incidents of restraint used in the jail has decreased markedly,
in large part due to changed personnel practices that put the best corrections officers on
the mental health wing, with increased pay and training, rather than using it as a
“punishment” assignment.
In addition to the successful programs already in place, the CMHP is working closely
with Miami-Dade County and community stakeholders to develop a first of its kind
mental health diversion facility, due to open for occupancy by mid-2009. This facility
will expand local capacity for jail diversion and linkages to effective and efficient
community-based care. It is expected to further reduce the number of county jail cells
occupied by people with mental illnesses, especially those who are also homeless.
The key lessons of the CMHP are:
• Assess system gaps (in this case, between the justice and mental health systems,
which had virtually no overlap before CMHP began, in how they handled
homeless people with mental illnesses who were being arrested).
• Get key stakeholder commitment to work together.
• Start where you are and do something.
• Assess performance and use it to leverage additional resources.
• Keep working to fill gaps.
• Keep using documentation of success to build momentum and take on the next
tasks.
• Build community support through publicity.
• Have someone “minding the store” who sees the whole and keeps the community
moving toward ever-better approaches and outcomes.
Memorandum of Agreement
Through the Homeless Trust and the Board of County Commissioners, the community
implemented a Memorandum of Agreement (MOA) in June 2008, following a year and a
half of negotiations. This MOA was one element called for in Miami-Dade County’s 10
Year Plan and was picked up as a priority initiative through the work of the county-
appointed Community Affordable Housing Strategic Alliance. MOA partners include the
Housing Trust, the Eleventh Judicial Circuit, state and local departments of corrections,
the Florida Department of Children and Families (TANF/food stamps/Medicaid, child
welfare, and mental health and substance abuse services), Jackson Memorial Hospital,
and local foster care and mental health organizations. Local offices of federal agencies

65Chapter 3: Community Structures For Promoting Mainstream Access
(Social Security Administration and the Department of Veterans Affairs) also participate
informally.
The MOA establishes commitments to change public agency operating procedures in two
ways. First, the mainstream agencies that are party to the MOA committed themselves to
developing new and/or more effective linkages to the homeless assistance system of any
clients of theirs who are in a housing crisis or find themselves homeless, so their
homelessness may be prevented or ended as soon as possible. This change involves
developing and expanding mainstream service providers’ knowledge of the full range of
what the homeless assistance system offers. It also involves improving their own agency
procedures to identify housing problems and issues, which previously may not have been
seen as “our agency’s problem.” The most important locations/time points for improved
linkage are when clients are about to be discharged from a public institution—from foster
care, psychiatric hospitalization, substance abuse treatment, or jail—but other
opportunities also exist, such as the point when people enter such institutions, if their stay
is likely to be short. The direction of this change is from mainstream agencies to the
homeless assistance system, to take advantage of its expertise in placing people in
housing, with supports if necessary, and its access to the relevant resources.
The second change in operating procedures began in June 2008 and is expected to help
connect homeless people to the resources of mainstream agencies and to housing,
whether subsidized or not. Using the resources at its disposal, HT issued a Request for
Proposal for MOA services and for an agency to offer 24-hour assistance to homeless
people and those at risk of homelessness in accessing available homeless and mainstream
services to prevent or end their homelessness. The City of Miami’s Neighborhood
Enhancement Team office won the contract (for $340,000), and now provides evening
and weekend coverage of the Homeless Helpline, related outreach services countywide,
well-developed connections to all MOA agencies to access their services and benefits,
and three housing specialist staff. These three staff work within the city’s Neighborhood
Enhancement Team, the division encompassing all of the city’s housing-related
functions. The staff are charged with developing resources beyond those found in the
homeless service system and linking people referred via the mainstream service systems
to these new housing resources. For example, in the mental health service system, the
housing specialists work to find housing for people being discharged from the
community’s Crisis Stabilization Units, and do the same for youth aging out of foster
care. The City of Miami is also committed to generating additional resources from within
the city’s budget. At the time this study visited Miami (August 2008), the housing
specialists had been functioning for a little over one month; in their first month they
placed 179 people into services and housing, including 14 who were placed at least
initially within the homeless system.
Staff of the Homeless Trust had the responsibility to translate the idea of an MOA from
the 10YP into the reality that operates today. Because the HT had staff that could invest
the time and effort required, because some members of the HT Board of Directors headed
the very agencies involved in the MOA, and because the County Board of
Commissioners strongly backed the concept behind the MOA, the community was able to

66Chapter 3: Community Structures For Promoting Mainstream Access
negotiate the needed commitments. Given the HT’s long history of documenting the
outcomes of its initiatives and using the information to modify and improve at the
operational level, the odds are that the MOA’s impact will continue to grow.
Portland, Maine
Portland’s Emergency Shelter Assessment Committee has long operated as the
community’s central organizing structure for homeless issues. Portland does not have the
independent, flexible funding
8
that allows Miami and Denver to supplement federal and
block grant resources to address homelessness (nor do the other communities in this
study). Everything ESAC achieves is done through careful analysis of available resources
and strong collaborative arrangements among public and private stakeholders.
Following the shift in HUD policy toward prioritizing the use of its Special Needs
Assistance Program (SNAP) resources for housing rather than services, ESAC took
action. Portland’s SNAP portfolio was quite heavily weighted toward using HUD dollars
for services, because the community had been aggressive, creative, and successful in
securing housing dollars (capital and rental assistance) from other sources. Portland uses
its large Supportive Services Only HUD grant to provide case management and service
linkages across several providers, which enables continuity of care when people move
from one provider to another. ESAC members were concerned that if they did not do
something significant about increasing homeless people’s access to mainstream resources
so they could shift dollars to housing in some of their other HUD grants, the community
might lose its HUD funding.
ESAC gave the job of deciding how to bring about this increase to two of its
committees—the Mainstream Resources Committee and the Priorities Committee. The
Mainstream Resources Committee worked on increasing opportunities for mainstream
access while the Priorities Committee worked on increasing the incentives for individual
programs to help their clients get mainstream benefits.
Trainings
With the increased emphasis on helping clients access mainstream services, ESAC’s
Mainstream Resources Committee began organizing trainings to assure that case
managers at all homeless assistance programs know what benefits and services are
available, who is eligible, how they can apply, and whom to contact to facilitate
application processing. Mainstream agency staff give the trainings, which are attended by
service providers and case managers/line workers from every type of homeless assistance
program and some mental health and substance abuse programs.
The Mainstream Resources Committee assessed the level of understanding among
program staff about mainstream benefits and services, using receipt of many “inaccurate”
or “inappropriate” inquiries or applications for benefits as its indicator of understanding.
8
The food and beverage tax in Miami and the independent fundraising pursued by Denver’s Road Home.

67Chapter 3: Community Structures For Promoting Mainstream Access
The training schedule was constructed to address the most misunderstood benefits first.
Content was developed to teach program staff what each benefit or service is and what it
offers, who is eligible, how to access it, what information must be provided, and whom to
call if help with the application is needed. This last aspect of the trainings was quite
important—the sessions brought the staff of mainstream agencies into face-to-face
contact with the case workers who were trying to get their clients benefits. Having met
each other at a training, subsequent interactions between case workers and mainstream
agency staff went much more smoothly, according to all stakeholders, to the ultimate
advantage of clients.
Trainings happen about once a quarter. The first training dealt with General Assistance
(GA), which each town in Maine is legally obligated to provide to eligible households.
9
GA does not provide an individual with cash, but it can help with rent and other housing-
related expenses as well as other goods and services. Following the GA training came
sessions on TANF/ASPIRE (Additional Support in Retraining and Employment); two
rental subsidy programs offered by the Maine State Housing Authority, one of which has
attached services to promote self-sufficiency; SSI/SSDI; Low-Income Home Energy
Assistance Program; veteran benefits and services; MaineCare (Medicaid, including a
state-only component for people with disabilities); State Children’s Health Insurance
Program; and food stamps. Shalom House, which manages the state’s Shelter Plus Care
vouchers, also provided a training on accessing Shelter Plus Care. Training notices go out
to the whole state through MaineHousing, the State Homeless Council, and the three
Regional Council networks. They are also posted in shelters and distributed through
ESAC membership and other mechanisms. Trainings are open to anyone who wants to
attend. People come from all over the state, not just Portland; usually 60 to 80 people
attend.
The people who seem to benefit the most from the trainings are staff in transitional
housing, permanent supportive housing, and residential treatment programs, because
emergency shelter and day center staff have long been familiar with application
processes. It has also been fairly common for directors of large agencies to invite the
trainers from the statewide training sessions, many of whom are based in Portland, to
come to their agency and give many more members of their staff the benefit of their
knowledge. One benefit of the trainings, including those that take place in individual
agencies following the statewide sessions, is the opportunity they offer for case managers
to develop personal relationships with mainstream service providers. Following trainings,
mainstream agency staff report seeing positive results in terms of increased applications
and approvals, plus a decline in inappropriate applications.
9
The trainings have also served to teach city staff in many smaller municipalities that their communities
too are obligated to provide GA, which seems not to have been widely known, or at least not widely
acknowledged.

68Chapter 3: Community Structures For Promoting Mainstream Access
Priority Scoring Pressures
As part of the annual CoC planning and prioritizing process, which ESAC organizes
every year, ESAC’s Priorities Committee reviews project performance and quality and
assigns priority scores to applications being proposed for the city’s Super Notice of
Funding Availability submission. The Priorities Committee reviews each HUD grantee to
make sure it has fulfilled the terms of its existing proposal and grant before
recommending ongoing funding. Any provider that is seriously out of compliance risks
getting a low priority score and thus potentially not getting HUD funding for the coming
year.
When HUD announced about five years ago that it would begin giving higher scores to
communities that allocated more HUD resources to housing rather than services, the
Priorities Committee added mainstream benefits receipt to its review criteria. The more
clients that received mainstream benefits, the more those benefits could cover some of the
cost of services, leaving more of each HUD grant for housing. Because Portland knows a
lot about the people that use its homeless services, based on the assessment tools and
database that ESAC created early in its history and that it uses regularly to assess unmet
need, committee members were able to see client characteristics and make educated
guesses as to probable eligibility for benefits. It could then work with providers to set
reasonable expectations that still represented an increase in benefit receipt. This emphasis
and review, based on program data submitted for Annual Performance Reports, has
contributed to significant increases in mainstream benefits connections over the years, to
the point where Portland does better than national averages at establishing such
connections at every level of the system (see Chapter 2).
Norfolk, Virginia
As is true for Denver, a new mayor in Norfolk with a policy commitment to ending
homelessness has made a big difference in the community’s progress in organizing its
resources. Recognizing that earlier shelter based policies (circa 2003) were ineffective
and inefficient—“shelters and motels were filling up and people were not moving on”—
the mayor launched a 10 Year Plan development process to design a new approach to
ending homelessness.
The public side of Norfolk’s homeless system starts in the mayor’s office, where Mayor
Fraim created the Office to End Homelessness to establish a clear link between his office,
the city’s mainstream agencies, the private providers that make up the Norfolk Homeless
Consortium (an organization that oversees various aspects of the city’s system), and the
various homeless initiatives including those growing out of the 10YP. The director of the
OEH is also an executive board member of the Homeless Consortium and works to make
sure the city is on track with its 10YP. For families at least, Norfolk has created a
coordinated community response to homelessness.
OEH’s main responsibilities include:
• Ensuring the implementation and development of Norfolk’s 10YP.

69Chapter 3: Community Structures For Promoting Mainstream Access
• Assessing 10YP programs and identifying gaps in services and performance.
• Assessing city programs that target the homeless population.
• Developing additional resources to fill service gaps for the homeless population.
• Acting as a central oversight and planning office for Norfolk’s CoC.
• Bringing about collaborations and community involvement focused on ending
homelessness in Norfolk.
OEH has three staff—the director, a management analyst, and a support staff person.
Many stakeholders mentioned that the OEH played an integral role in steering public
dollars such as HOME and CDBG funds into uses that address homelessness, and that the
mayor’s support has been invaluable. We might also note here that in addition to Norfolk,
three other study communities have been able to convince the right authorities to commit
some HOME and/or CDBG funding to homeless services, especially housing. As such
uses of HOME and CDBG funds are relatively rare, according to data gathered by HUD,
it is a testament to the persuasive powers of a strong organizing structure that so many
study communities have been able to affect the allocation of these block grants.
Department of Human Services and Homeless Action Response Team
DHS is the primary public agency having responsibility for serving homeless individuals
and families in Norfolk, and its Homeless Action Response Team is the main
homelessness initiative within DHS. Predating the 10YP, HART was created in 2003,
when Norfolk’s resources for homeless families were consolidated into a central intake
and support program. This happened in part because DHS realized the actions of its
several offices were contradictory—one office was sanctioning families for failure to
comply with the requirements of one benefit program; the resulting loss of income
pushed the families into homelessness, whereupon DHS began subsidizing their housing.
DHS leadership saw the need for a team that would identify families’ issues, prioritize
their seriousness, and create a plan that connected the family to all available and
appropriate benefits and services while avoiding internally contradictory demands on
families and inefficient and ineffective agency behavior. The consolidation and
streamlining process has taken a number of years to mature, aided by the OEH once it
was created.
HART serves as the central intake/single point of entry for all homeless families and
some single adults, and the primary mechanism for connecting clients to needed
mainstream benefits and services. As part of central intake, OEH got shelters to refer all
incoming families to HART. DHS also established a 24-hour Homeless Hotline as part of
central intake, during the same shift in strategies for addressing homelessness. The
Hotline also refers people to HART as the first step in addressing their homelessness.
Through a Memorandum of Agreement among Norfolk DHS, three local shelters, and

70Chapter 3: Community Structures For Promoting Mainstream Access
local providers, HART links homeless families and singles to shelters and mainstream
benefits while also providing in-home services for families.
Today the HART includes child welfare workers (social workers), TANF and other
benefits eligibility workers, and a SOAR worker whose charge is to get eligible families
and individuals onto SSI and Medicaid. Two eligibility workers specialize in doing
applications for TANF/Virginia Initiative for Employment not Welfare, General Relief,
food stamps, and Medicaid. In 2007, HART served 888 families, “of whom only 18
families required a subsequent shelter placement within 12 months and 26 required a
subsequent shelter placement within 17 months.” HART is an excellent example of
multi-agency interactions at the level of collaboration, involving recognition of a shared
goal across agencies, modifications of agency practice toward activities that were more
likely to be effective in reaching that goal, and periodic assessments of progress and mid-
course corrections as needed.
HART Linkages
In addition to the mainstream cash benefits and supportive services that HART staff help
with directly, HART orchestrates client access to a variety of other resources—especially
those related to getting or keeping housing—that OEH and the Homeless Consortium
have helped make available. A household starts at HART by completing a universal
intake and assessment form—a mechanism that gathers the information needed to
determine eligibility for many public programs and also assesses a household’s need for
various supportive services and its level of housing crisis. For those still in housing,
prevention services are the first option:
• Prevention services for those still in housing. HART and several other providers
assist the household with budgeting, verify needed information, develop a
landlord agreement or agreement to pay utilities, connect the household to
ongoing public mainstream benefits, and/or make payments.
If the housing situation cannot be preserved, HART staff complete a Structured Decision
Making assessment with the household, do credit and criminal background checks,
complete a Housing Barrier Screen, screen for child protection issues, document
homelessness, and then refer for permanent housing placement or emergency shelter.
After completing this assessment, HART may assist the household with one of the
following:
• Permanent housing placement if at all possible, either through emergency rental
assistance or mediating issues with family members or landlords. If the
household’s situation makes it eligible for permanent supportive housing, HART
facilitates the placement, and does the same thing if participation in a transitional
housing program seems appropriate. Placement follows various assessments,
checks, and screenings.
• Emergency shelter placement for those who have lost housing and who cannot
immediately be placed in a housing option. Once in shelter, community providers

71Chapter 3: Community Structures For Promoting Mainstream Access
develop a case plan, connect the household with a housing specialist, assist with
accessing all mainstream benefits and services, offer employment assistance, and
coordinate services as needed.
• After care services for those placed into transitional and permanent supportive
housing. Case management and home-based services are provided for
employment, individual and family counseling, education, managing one’s
finances, legal services, and medical care. HART generally provides after care
services for 6 to 12 months.
Resources routinely available to HART and its partner service providers through the
collaborative arrangements brought about under the 10YP include a Housing Brokers
Team, the behavioral health services of Norfolk’s Community Service Board, housing
resources through CDBG and HOME, and state resources for keeping families together
and preventing out-of-home placement of children through Virginia’s Comprehensive
Service Act.
Housing Brokers Team. The Housing Brokers Team (HBT) was created in August 2007
to help get more landlords involved with housing homeless families and single adults. It
is a good example of the results of OEH and HART community assessment processes—a
problem was identified, based on extensive experience with the difficulties clients face in
finding housing, and a solution was developed and funded. The two-person HBT works
closely with HART and other homeless service agencies to identify housing units,
negotiate with landlords, and assure the quality of housing placements. HBT describes its
approach as one of “landlord advocacy.” The team works directly with landlords by
helping with leases, providing a point of contact with DHS, negotiating late fees and
evictions, and generally ensuring that landlords are happy with a housing situation.
Norfolk still struggles with finding willing landlords, but many have lauded HBT for its
help in bringing in new units.
Norfolk’s Community Service Board (CSB) is an independent quasi-governmental
agency that serves people with mental health or substance use issues, developmental
disabilities, or co-occurring disorders. CSB works primarily with medically indigent
people whose health care costs are covered under Medicaid or Medicare. Currently, CSB
has five service locations spread across Norfolk, each of which has staff designated to
help clients establish their eligibility for mainstream benefits. CSB also runs an intensive
outpatient program for substance abuse and has a new crisis stabilization program where
people in psychiatric crisis (many of whom are homeless) can stay for up to 15 days in
lieu of hospitalization—which also helps those who have housing to keep it. CSB works
with the Police Academy to provide aspects of training that teach officers appropriate
ways of working with people who have behavioral health issues, teaches firefighters and
paramedics to do emergency crisis pre-screening, and is available 24/7 to help public
safety personnel deal with crises.
For homeless people with behavioral health issues, CSB offers a linked set of services
starting with outreach and following through to permanent supportive housing. Projects
for Assistance in Transition from Homelessness (PATH)-funded staff at CSB do outreach

72Chapter 3: Community Structures For Promoting Mainstream Access
to chronically homeless and mentally ill people to help them connect with services and
ultimately with PSH. CSB receives funds through a HUD Supportive Housing Program
grant to operate an Assertive Community Treatment (ACT) Team. Two PATH outreach
staff working with the ACT Team are SOAR trained, and one is a certified SOAR trainer.
It is particularly important in Norfolk to get people who are eligible for SSI or SSDI
signed up so they can get Medicaid or Medicare, because there is hardly any other
funding for behavioral health services. CSB’s ACT Team currently provides support
services to 22 people in Housing First units where the rent is subsidized by Shelter Plus
Care vouchers; CSB has a long-term goal of serving 80 people in these arrangements.
CDBG and HOME funds have benefited homeless programs, thanks to OEH’s ability to
influence their allocation. HOME is one of the resources used to replace Comprehensive
Services Act funds when the state restricted their use (see below). Both CDBG and
HOME funds have also been used to develop “housing first” permanent supportive
housing options.
Housing Resources for Family Unification or Preservation are available in Norfolk
from two sources, Family Unification Vouchers from the housing authority (HUD
funding) and state funding for family preservation under Virginia’s Comprehensive
Service Act (CSA). Norfolk had been very creative in the use of CSA funding for
housing for a number of years, but in 2007 the state instituted new and far more
restrictive regulations of the CSA that have cut HART’s ability to use these funds by
about 80 percent. Creative workarounds have been developed using grants, HOME, and
other funding sources, but Norfolk stakeholders hope the state interpretation will go back
to its earlier version.
Pittsburgh/Allegheny County, Pennsylvania
Pittsburgh and Allegheny County offer an interesting example of what can be done from
within a key umbrella public agency when that agency’s policies encourage cross-office
cooperation to address a range of homeless-related issues. Responsibility for homeless
services throughout the county lies with the Office of Community Services (OCS) in the
Allegheny County Department of Human Services, which is also in charge of
employment and training, a variety of food assistance programs other than food stamps,
Head Start, and several other programs. Other offices within DHS include Children,
Youth, and Families (CYF; primarily child protective services, foster care, and adoption);
Behavioral Health (mental health, substance abuse, and violence/trauma and recovery);
and even the Area Agency on Aging (to address the needs of homeless people aged 60
and older, including those of adults in need of protective services). All DHS agencies
have responsibility for populations with high levels of vulnerability to crises, including
crises that threaten their housing stability.
As the point public agency within the county for homelessness, OCS participates in the
Allegheny County Homeless Advisory Board and actively pursues solutions to issues and
service gaps identified by the Advisory Board and by the county’s 10-Year Plan to end
homelessness. Two aspects of DHS’s operational style—strong cooperative relationships
among DHS offices and positive working relationships among DHS offices and the

73Chapter 3: Community Structures For Promoting Mainstream Access
community’s provider agencies—have strengthened the community’s ability to prevent
homelessness among DHS’s many vulnerable populations by integrating direct services
to those populations with increased awareness of the risk of housing loss and systematic
approaches to counteracting that risk.
DHS uses its funding power—to issue requests for proposals and allocate resources—to
stimulate agencies that are not homeless-specific to address housing crises to prevent
homelessness. It can fund a mental health agency with the resources to prevent a mental
health crisis from leading to homelessness, a homeless agency with the resources to
address its clients’ substance abuse issues, and a child welfare agency from breaking up a
family when housing resources would enable it to remain intact. It also responds to ideas
from provider organizations for how they could more successfully serve their clients if
they had a range of resources at their disposal. Good communication and joint work on
potential solutions have worked to ensure provider agency access to resources. A number
of provider agency interviews identified their relationship with OCS—and OCS staff
accessibility—as a major asset to providing services to homeless people in the
community.
Some programs established in the last few years, in response to various aspects of the
county’s 10YP, illustrate this flexibility:
• Mercy Behavioral Health opened a 16-unit Diversion and Acute Stabilization
Program in May 2007. This program prevents homelessness by stabilizing and
housing mental health consumers in crisis and returning them to permanent
housing in the community.
• Establishing an Engagement Center, as well as developing Safe Havens and a
variety of permanent supportive housing options for which the service component
is supported in part by the resources of DHS’s several offices, created a
coordinated approach to reducing chronic homelessness.
• Rental Assistance provided 940 grants for homeless prevention or permanent
housing for 978 adults and 840 children in FY 06–07.
• CYF Housing Assistance provided 338 grants to 789 adults and 1,500 children.
As a result of housing multiple program offices under the same roof, DHS has been able
to maintain HUD resources for the homeless service system under conditions that would
otherwise have led to resource loss. For example, the Department was able to shift some
Office of Children, Youth, and Families funds to OCS in the interest of addressing
housing and homelessness issues. In the interest of providing both supportive services
funding and match dollars for HUD programs, funding has also been shifted from the
Office of Behavioral Health. Cooperation extends beyond DHS offices to other
departments. Financial and provider resources, including CSBG, Medical Assistance,
workforce development, and veterans’ services have all provided services to homeless

74Chapter 3: Community Structures For Promoting Mainstream Access
people. This flexibility played a key role in the Department’s ability to adapt to HUD’s
shift away from funding the supportive services that go with its housing resources.
Albany and Albany County, New York
Albany provides an interesting contrast to the five communities just described, because it
exhibits three important strengths, despite its lack of strong commitment to reduce
homelessness on the part of local elected officials. First, the directors of the county
Department of Social Services and Department of Mental Health have exhibited strong
leadership for creating mechanisms that increase access to the many public benefits and
services offered by their agencies. Some of these mechanisms were specifically designed
to aid homeless people to access benefits and some were created with the more general
population of low income people in mind, but even the latter mechanisms include
procedures to ensure that homeless people are a high priority for service receipt.
Second, some homeless service providers have developed very good working
relationships with one or more mainstream benefit agencies. These relationships involve
coordinated, and sometimes collaborative, arrangements that assure access and facilitate
benefit receipt.
Third, New York is among the most generous of states in providing benefits and services
with state dollars. Local government agencies within Albany County have been
particularly adept at taking advantage of these funding streams. For instance, Albany
County is home to the largest per capita concentration of residential mental health
programs in the state—higher by far than New York City, which is known nationally for
such programs—and homeless people with serious mental illness are a high priority for
receiving this housing. Albany County also obtained state funding to support an Assertive
Community Treatment team that serves many homeless people as well as formerly
homeless people currently living in PSH.
The strong working relationships among homeless service providers and the two county
departments have produced a significant number of mechanisms to improve homeless
people’s access to mainstream benefits and services, including:
• Co-location of public agency eligibility staff at Sheridan Hollow Drop-In Center.
• A central intake mechanism that facilitates emergency shelter placement for
families and single adults.
• A central management unit in the Department of Mental Health that facilitates
access to mental health and substance abuse programs for homeless people and
others.
• The Patient Services Coordinating Committee, which works to coordinate service
and benefit receipt for people identified as frequent users of expensive crisis
services across different public agencies.

75Chapter 3: Community Structures For Promoting Mainstream Access
• Two small local housing trusts that expand available housing resources and make
it more likely that homeless service providers will be able to help clients find
housing.
• A 10 Year Plan to end homelessness.
Even with strong leadership from within the county social services and mental health
departments, a history of collaboration among providers, and generous state-level public
benefits and services, Albany does not do as well as some other study communities in
some areas. For example, the Department of Social Services uses outreach workers very
sparingly, and then only for Medicaid, not for TANF or food stamps as is done in other
study communities. Enrolling in Medicaid may be more difficult in New York than in
other states, and the local 10YP does not have the kind of political support we found in
several other study communities.
Albuquerque, New Mexico
Albuquerque presents an interesting contrast to the six other study communities, in that
the mechanisms we observed there are largely the work of enterprising homeless service
providers pushing hard to make mainstream agencies more responsive. St. Martin’s
Hospitality Center and Health Care for the Homeless have evolved as locations where a
homeless person may access health and behavioral health care. Case workers at these two
programs have become adept at helping clients complete applications for key public
benefits such as food stamps, and also take advantage of the presence of staff from the
VA, food stamps, and HIV/AIDS agencies at least once a week. Crossroads for Women
is another example of a program with a determined director, who has been successful at
working out coordinated service arrangements with mainstream agencies. Crossroads
serves women with mental illness and substance abuse disorders, most of whom are ex-
offenders with felony convictions. In addition to funding from the state Department of
Mental Health, which some other homeless assistance providers in Albuquerque also
receive, Crossroads supports its services to clients through funding and networking
arrangements with the Department of Vocational Rehabilitation, and has negotiated with
the Albuquerque Housing Authority to find a way for it to accept Crossroads clients into
its units or for its rental assistance programs.
Implications
The next three chapters will detail many of the specific mechanisms we observed in study
communities for improving homeless people’s access to mainstream services. Some of
them are as simple and personal as one worker in one agency figuring out how to write
successful SSI applications and doing so for the four or five clients a year from her
agency that meet SSI eligibility guidelines. Many mechanisms we observed involve
improved communication between case workers in homeless service programs and intake
workers at mainstream programs. These are largely smoothing mechanisms that make it
easier for homeless people to get to and through the door of mainstream agencies,
successfully complete applications, and do what is necessary to maintain eligibility. They

76Chapter 3: Community Structures For Promoting Mainstream Access
operate at the street, or entry, level of mainstream agencies, and can often be set up
through the efforts of people operating at the case worker/intake worker level.
To get beyond this street level and beyond simple smoothing mechanisms to more
complex and coordinated mechanisms requires involvement of agency policy makers. To
develop communitywide mechanisms that involve multiple agencies in complex
interactions, survive personnel changes, and even changes in agency directors, takes a
communitywide planning and implementation entity. It would be difficult to
overemphasize the importance of the central organizing structures in study communities
for systematically pursuing increased access to mainstream benefits and services for
homeless people and creating mechanisms that reach the levels of coordination,
collaboration, and coordinated community response. Several aspects of their activities
deserve repeating as this chapter concludes. These are:
• The structures have a perspective covering many years, and organize their
activities to bring about incremental improvements.
• These structures set goals that are broadly accepted by the larger community;
improving access to mainstream benefits is one way to ensure that people have
the resources to leave homelessness or avoid it in the first place. Since the overall
goal of these organizing structures is to end homelessness, they all recognize the
importance of helping people get the benefits they need.
• They scan the environment of their community’s homeless and mainstream
services to identify needs that are not being met and agencies that are not playing
their role.
• They apply creativity and perseverance to the task of evolving strategies to fill
gaps in existing service offerings or approaches and make sure that homeless
people are able to take advantage of the new resources.
• They tend to have strong political support. At some time, either recently or in
the past, their mission has become “front burner,” that is, politically important.
This support helps them assemble resources and influence stakeholders to make
the system work better.
• They are highly conscious that to do the best possible job on the above activities,
they need information about what works and what does not work, and they
strive to eliminate or modify what does not work until it does what it is supposed
to do. These communities gather data and analyze it to help them understand what
does and does not work, and then use the evidence to develop mid-course
corrections.
• Many of them pay serious attention to building, maintaining, and expanding
community support for their efforts. They issue short, clear, easily understood
reports; stage events that encourage community participation; maintain regular
interactions with the press; and enlist citizens in a variety of activities that keep

77Chapter 3: Community Structures For Promoting Mainstream Access
them involved, help spread the word, and ensure continued support for the public
outlays that are needed for the community to continue making progress toward
ending homelessness.
Not every community in this study displays all of these elements of a strong central
organizing structure with a homeless focus. But it is safe to say that the more these
elements are present in a community’s organizing structure, the more it is able to
make the changes that are needed to end homelessness—the ultimate goal of the
10YPs in all of these and many more communities. Increasing homeless people’s
access to mainstream benefits and services, and reshaping mainstream agencies to
prevent homelessness among their own clients and respond supportively to homeless
people when they apply for benefits, is one key way that communities can use to
reach this goal.

78Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
CHAPTER 4: STRUCTURAL BARRIERS TO HOMELESS
PEOPLE’S ACCESS TO MAINSTREAM BENEFITS
Structural barriers are dealt with first both because they are the most common barrier
type we found in our study communities and because they are the most relevant to
discussions of “street level” access. Structural barriers come into play when benefits are
available and a person is eligible for them, but various obstacles nevertheless prevent the
person from successfully completing, or starting, a benefit application. The issue is one of
first getting in the door and second, being able to see an application all the way to its end.
Transportation, for example, is a clear example of a structural barrier. Individual
characteristics such as illiteracy, paranoia, or ignorance of the benefit or one’s eligibility
for it present the same problems. Likewise, aspects of the benefit application process
itself may lead to fewer applicants and to restrictions not deliberately prescribed by
policy makers. For these structural barriers, the problem of access lies outside the
program’s basic eligibility rules and capacity and falls within the domain of its
implementation and structure.
Unlike capacity barriers (Chapter 5) and eligibility barriers (Chapter 6), structural barriers
afford perhaps the greatest opportunity for increasing access to mainstream benefits
without the difficult tasks of changing eligibility criteria or increasing resources. For
these reasons, they are generally more politically palatable and have the potential for
informal, timely solutions. As is shown in the mechanisms below, study communities
focused their efforts on addressing structural barriers to mainstream benefits more so than
any other barrier type, primarily using smoothing mechanisms but occasionally
expanding certain services or changing priorities and program rules.
Structural barriers, however, can also be the most pervasive, restrictive, and hidden
barriers a community may face. Indeed, it is often hard to gain information on the extent
of these barriers because they inherently reduce contact and communication between a
program and its potential clients. In every community visited, structural barriers
represented both a significant frustration for delivering benefits to homeless people and a
primary target of mechanisms for increased access.
This chapter outlines the structural barriers we encountered on our site visits and the
mechanisms different communities used to overcome them. Interviews revealed seven
general categories of barriers:
1. Geographic/transportation demands—Lack of public transportation, individual
transportation, and program funds for transportation, and the burden of travel time
make it more difficult for people to access services.
2. The sometimes negative atmosphere of the application office, stigma, and
other environmental matters—The general comfort of homeless people in
provider offices and the level of stigma attached to benefits and homelessness
may serve as deterrents to pursuing services.

79Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
3. The complexity (cognitive demands) and length of benefit applications—
Access may be limited by the difficulty and timeliness of the application process.
4. ID/documentation requirements—Homeless people may not be able to supply
required documentation, given the difficulty of obtaining and keeping photo
identification and related documentation.
5. The complexity of maintaining enrollment—Recertification requirements,
change requirements, and benefit-specific rules for maintaining receipt make it
difficult for homeless people to sustain access to needed benefits and services.
6. Staff knowledge of systems and processes, or lack of it—Access may be
limited by the lack of knowledge of provider staff and homeless people on what
benefits are available, how to apply for them, and who is eligible.
7. System interaction problems—Lack of formal and informal links among
programs creates another set of barriers to accessing benefits and services.
Geographic/Transportation Demands
Transportation to a benefit office or to the service itself stands out as a common problem
in all seven study communities, although some find it significantly more troublesome
than others. Staff noted that they do not have enough travel funds to get homeless people
to medical appointments, job interviews, emergency shelters, or the multiple visits
required by benefit offices. Others explained that a lack of public transportation posed the
main transportation barrier, not just a lack of resources for travel fares. For some, public
transportation systems do not exist and even transportation to and from schools and
shelters—a federal mandate under the McKinney-Vento Act—is not available.
At the time of our site visits, increases in gas prices had raised public transport costs,
taxing the already minimal transportation budgets of homeless service providers.
Moreover, interviewees noted that the increases in ridership of public transportation in
middle income neighborhoods, caused by the hikes in gas prices, shifted routes and
resources out of the low-income areas where providers offer services and shelter.
Still more interviewees said simply that their public transportation system did not span a
large enough area or run enough routes, leaving the homeless offices and services well
out of the range of the city’s transportation services. Staff in some communities reported
that indirect bus routes, sometimes with multiple transfers, could make trips to providers
take over two hours for some homeless clients. Even programs with vans designated for
transporting homeless people reported that various services are too far away to make a
trip worthwhile in the eyes of both the case manager and the client. In the words of one
provider, “[our agency] is still in the mode that we have office hours so come in and see
us. These are not the people that are going to come in…transportation is an issue.”

80Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Mainstream Benefit(s) Affected
Transportation and geographic barriers varied by community, but affected all mainstream
benefits in at least one instance across the study communities. Those benefits that require
frequent or multiple interviews and appointments are particularly cumbersome for
homeless people. These requirements included benefit maintenance (recertifications,
Continuing Disability Reviews, etc.) and multiple initial interviews for Temporary
Assistance for Needy Families (TANF) or General Assistance (GA), food stamps,
Medicare/Medicaid, housing, and Supplemental Security Income/Social Security
Disability Income (SSI/SSDI).
Mechanisms to Reduce Transportation Barriers
Smoothing mechanisms
Transportation issues are handled primarily through smoothing mechanisms, although
some communities and benefits make specific efforts to expand the amount of
transportation for homeless people through alternative, private funding sources, and by
changing program rules to complete benefit applications off site.
Provide Program Transportation
Many homeless services providers simply use program funds to provide transportation,
often in the form of an agency van, or in tokens for taxis or public transportation.
Program transportation in Norfolk, Virginia, for example, includes the following:
• Norfolk’s Health Care for the Homeless Program set up a van to pick up people
staying at shelters and drop them off at a local indigent care clinic, Park Place.
Agencies have the option of calling Park Place 24 hours in advance of an
appointment or of walk-in hours to request a ride.
• Similarly, Norfolk’s Salvation Army provides regular transportation to and from
the Department of Human Services (DHS) and various other agencies specifically
for mainstream benefit application.
• The U.S. Department of Veterans Affairs (VA) office in Norfolk is also currently
setting up a bussing system to the Veterans Hospital in nearby Hampton.
• Virginia’s Employment Center’s remote employment service facilities now
provide transportation to the employment One-Stop for those that need intensive
employment services.
That is just one community. Similar programs exist in all seven study communities,
although many mentioned that low program funding makes expansion and continued use
of both vans and travel vouchers problematic.

81Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Site Offices Conveniently
Others went a step further and located their agencies and programs to alleviate problems
of transportation, setting up in close proximity to benefit offices. The shelters in Portland,
Maine, for instance, are reportedly exceptional at referring homeless people to the Maine
Department of Health and Human Services (DHHS) office in part because they are
located so close to one another. Shelter staff can walk out the door and point to the
DHHS building or, if necessary, they can walk people there directly. This is seen as a key
factor in accessing benefits (homeless people often need someone to walk them through
the entire benefit application process). As described in Chapter 3, the DHHS office had at
one point been able to prevent a planned a move to the outskirts of town based in large
part on the importance of the office’s proximity to the shelters.
Similarly, Department of Children and Families (DCF) benefits in Miami, Florida, are
delivered through the Automated Community Connection to Economic Self-Sufficiency
(ACCESS) system. The system is designed to facilitate access to food stamps, TANF,
and Medicaid. There are nine ACCESS service centers in Dade County, each complete
with various updated technology to facilitate smooth application processes. Because of its
proximity to downtown Miami, the Central office serves the most homeless people.
Take the Office to the Clients (Outstation Workers)
Many mainstream agencies in study communities outstation workers—that is, workers
from a program or agency go to homeless assistance programs during regularly scheduled
times to do intakes and deliver services. In addition to alleviating issues of program
knowledge and system interaction (see below), workers from various agencies and
programs go to service sites such as shelters, emergency rooms, and day centers to bring
benefit applications and information to homeless clients. In many instances, applications
may be completed and processed entirely away from the main benefits office, eliminating
the need for transportation to and from benefit offices. Interviewees found using
outstationed workers to be extremely helpful and effective, noting that locations were
chosen strategically, generally using ones that homeless people frequent most often.
Specific incidences of outstationed workers are evident in almost all of our communities:
• The Health Care for Homeless Veterans program (HCHV) sponsors a number of
outstationed workers at homeless shelters, indigent care clinics, and treatment
facilities. In Norfolk, the VA Homeless Coordinator is on site at the Salvation
Army. In Miami, HCHV staff go to Housing Assistance Centers (HACs), several
substance abuse treatment facilities, and an emergency shelter. Interviewees
reported that for Miami, these visits generally involve a significant amount of
coordination ahead of time to ensure that the facility has room for the HCHV staff
to meet with clients, and that there are veterans who are interested in hearing
about HCHV services. Whenever possible, the host agencies are asked to provide
key client information (Social Security number, military service information, etc.)
prior to the visit, so that HCHV staff can better prepare for the meeting.

82Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
• The VA in Albany sends a worker to the Rescue Mission three times per week.
Additionally, the VA will send veterans’ medications to the Mission via courier
and, when requested one day in advance, transport veterans to medical
appointments.
• Norfolk Department of Human Services eligibility workers are outstationed to a
number of different sites, including health care providers and the Community
Service Board (Norfolk’s mental health service provider) offices.
• Staff from the Community Service Board and the Virginia Employment
Commission come regularly to the Norfolk, Virginia, Salvation Army to meet
with clients about available benefits.
• Department of Children and Families staff in Miami are stationed at provider
organizations in the community, including the Citrus Primary Health Care Center
adjacent to Citrus’ mental health care offices. Previously, ACCESS staff were
also located at an HAC, but funding for the position ran out. Plans are currently
underway at the DCF to bring ACCESS staff to 10 area hospitals.
• In Albany, both the Department of Labor and New York State Office of
Vocational and Educational Services for Individuals with Disabilities provide
regular staff coverage to Saint Peter’s Addiction Recovery Center. Albany’s
Public Assistance Comprehensive Employment program has representatives on
site at the homeless drop-in center one day per week, and provides job listings
plus job assessment and assistance with transportation to interviews. Additionally,
Educational Opportunity staff come to the Albany homeless drop-in center
monthly to recruit for GED preparatory classes and job training programs.
• Denver has five workforce centers operated by the county that provide space to a
VA representative.
• HealthConnect, a community health initiative serving children in Miami, is co-
located with Citrus Primary Health Care Center, a clinic that serves the homeless
population.
Eliminate Need for an Office Entirely (Outreach Workers)
Outreach workers also provide some measure of transportation assistance by either
bringing applications for people to fill out without their having to come into the office, or
by arranging transportation services once they make the initial contact, as is the case with
Denver Outreach Collaborative (see below). Outreach workers differ from outstationed
workers in that they are not tied to a particular location and often spend much of their
time on the streets.
More often than not, outreach mechanisms reduce barriers due to lack of knowledge
about benefits and failures of different systems to interact; these will be described in
more detail later in this chapter. In some communities, however, outreach workers

83Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
eliminate the need for transportation, just as outstationed workers do, by conducting the
entire benefit application process outside of the office. For instance, in Denver, Homeless
Outreach Collaborative members carry applications for a variety of benefits and services,
help clients complete them, and then bring the completed forms back to the office for
processing. Health providers in Denver bring their office to the clients using mobile
clinics to visit shelters and outside locations frequented by homeless people. Mobile
clinics provide a full range of services and some that belong to Denver’s Homeless
Outreach Collaborative bring benefit workers along. Unlike outstationed workers, the
mobile clinics do not always link up with another program or site, but often park by
bridges or in parks and are free to contact people completely unconnected with
Continuum of Care (CoC) programs. For instance, the Colorado Coalition for the
Homeless, through the Stout Street Clinic, operates an outreach van that goes to 13 areas
in the city, including shelters and outdoor areas, five days and two evenings a week.
Establish Multi-Service Centers
Multi-service centers, at which users may access multiple services and benefits, are an
effective tool for minimizing travel expenses as well as integrating services, as discussed
below. Almost all of the study communities had at least one multi-service center, often
located in programs serving homeless people. Examples from study communities include
the following.
• Albany’s Sheridan Hollow Drop-In Center serves as a base of operations for
Albany’s homeless population, and a mechanism for smoothing access to multiple
benefits and services. Specific functions include co-location/onsite hours for
personnel from providers of public benefits and services; case management and
other staff support; day shelter; meals; mailboxes/mailing addresses; and access to
computers, showers, and laundry facilities.
• St. Martin’s Hospitality Center in Albuquerque offers a day shelter with the usual
services of showers, meals, and mail and message receipt. It is also a behavioral
health services provider under contract with public agencies to serve homeless
people. Connections to standard mainstream benefits such as TANF and food
stamps are done through St. Martin’s case managers, without co-location. But St.
Martin’s offers something fairly rare in multi-service centers for homeless
people—direct access to behavioral health services. When people with behavioral
health problems (mental illnesses and addictions) use St. Martin’s day facilities,
staff are able to connect 65 to 70 percent of them to mental health programs.
• St. Francis House in Denver provides a day shelter with mail and storage, a health
clinic, phone services, employment services, a clothing room (donated clothing),
and shower services. It is open during the day when most of the shelters are
closed and provides space for outreach workers from Denver’s DHS, VA, Denver
Health, the Benefit Acquisition and Retention Team from Colorado’s Coalition
for the Homeless (see below), mental health workers, and a mobile unit from a
local indigent care clinic – Stout Street Clinic.

84Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
• Miami’s Homeless Assistance Centers (see Chapters 3 and 5) are a prime example
of multi-service centers, linking clients to a wide variety of services and benefits.
• In addition, Exhibit 4.1 provides a comprehensive example of co-location in
Houston, Texas.
Exhibit 4.1: A Drop-In/Access Center for All Homeless People, with
Extensive Co-Location
Drop-in centers offer the lowest-barrier type of program within a community’s homeless assistance
system. The availability of showers, mail and message service, and breakfast and lunch draw people
in, making these centers excellent places in which homeless people can connect with
representatives of mainstream agencies and begin the process of applying for benefits.
The city of Houston is especially rich in Drop-In/Access Centers, and provides this example. Three Houston
agencies operate access centers—Service of the Emergency Aid Resource Center for the Homeless has
its Resource Center, the AIDS Foundation of Houston has its Benefits and Resource Counseling Center,
and veterans are served through the U.S. Vets Initiative Service Center. The SEARCH Resource Center is
open to all homeless people and serves about 8,000 unduplicated persons a year. The other two centers
serve only specialized clientele. The U.S. Vets Initiative Service Center serves only homeless veterans. It is
located next door and coordinates intensively with a Department of Veterans Affairs health clinic, and both
are on the first floor of a building offering permanent supportive housing to disabled homeless veterans. The
U.S. Vets center experiences about 2,000 visits a year, made by about 700 different people. BARC serves
only people with HIV/AIDS, who may or may not be homeless.
All three access centers offer basic onsite services, initial and ongoing needs assessments, easy access to
specialized services co-located at the access center for certain days and hours each week, and referrals.
Each also offers a certain amount of case management for clients who want to take steps to leave
homelessness. For instance, about 20 percent of SEARCH’s guests receive case management services
each year to help them get into transitional or permanent supportive housing, detoxification or substance
abuse treatment, and to link to other needed services. Access centers serve as a primary referral source to
the extensive array of housing and other services offered by the sponsoring agencies. Most referrals to the
transitional and permanent supportive housing offered by SEARCH and AIDS Foundation of Houston come
through their respective access centers. Access centers also help connect their users to other agencies and
resources, through co-location and direct agency-consumer contact and through case management offered
at the centers.
Using SEARCH’s Resource Center as an example, one can see the array of mainstream services it makes
available to its consumers on site. The Resource Center is located in the same building as a major Health
Care for the Homeless Clinic, and regularly links consumers to these health care resources. Staff of the
county’s Mental Health and Mental Retardation Agency are co-located at the center and are able to see
clients, make assessments, and initiate applications to become a client. Employment services are offered
through the regular presence of Worksource staff from a Houston One-Stop. Connections to addictions
recovery services are offered onsite by Counseling and Recovery Resources, Inc. Center users may
connect with these co-located resource staff on their own during the hours they are present at the Center, or
may take advantage of the center’s case management resources to help them put together a package of
services and service connections.
For more information, see Houston, Texas Case Study in Spellman et al., 2009.

85Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Changing mechanisms
In a number of study communities, state public assistance offices are undertaking efforts
to modernize their programs, including food stamps and TANF, that change the program
structure and application process. Under Food and Nutrition Services guidelines, the
requirement for face-to-face interviews for food stamp recertification may be waived if a
face-to-face interview causes the applicant “hardship.” States are also conducting face-to-
face interviews outside of the office or are conducting interviews by telephone. Some
states reportedly received waivers to eliminate face-to-face interviews for food stamp
recertification altogether, even without documenting hardship. Florida, for example, has a
statewide waiver for the mandatory face-to-face recertification interview every 12
months, as do Pennsylvania, New Mexico, and New York. Other states are using call
centers for certifications, as well as recertification procedures and online application
submission processes. Information regarding state policies is available at the Food and
Nutrition Service, U.S. Department of Agriculture (USDA).
Expanding Mechanisms
Portland, among others, used private connections with philanthropic or charitable
organizations to expand the city’s available transportation for homeless people. Local
churches and nonprofit agencies are reportedly helpful in providing rides to benefit
offices.
Atmosphere of Application Office and Stigma
The reputation of an agency’s staff, waiting time, or even physical layout proves to be a
barrier for some homeless people, as is also true for those with housing. Indeed,
interviewees from the majority of study communities mentioned fear, indignation,
embarrassment, and indifference as reasons for lower rates of benefit receipt in the
homeless population. In these circumstances, homeless people make a choice not to seek
out mainstream benefits or to complete a benefit application, even though a different
choice might appear on the surface to be more to their advantage. In the words of one
benefit provider, “the distrust level is so high you can’t get them in once, let alone twice.”
Office Environment
Providers on a number of occasions expressed concerns about the office environment of
mainstream benefit providers. Staff demeanor, waiting lines and times, and even the
proximity to government reportedly discourage homeless people from going to
application centers. For some, the thought of waiting in line for two hours only to be
treated rudely overshadows the benefit itself. For others, deep-seated fears of authority—
whether based on experience or associated with mental illness—keeps them from coming
in. Fear of Immigration and Naturalization Service workers, in one instance, caused a
mother not to seek benefits for her child.
10
In another instance, a homeless person with
10
Fear of deportation and misunderstandings about application procedures reportedly cause some eligible
legal immigrants to refrain from seeking benefits.

86Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
schizophrenia simply refused to go into a crowded building. Case managers told us about
a “waiting list” for those clients seeking limited services, and an informal “wish list” for
homeless people whom case managers could not persuade to come in off the streets.
General staff reductions at mainstream agencies may aggravate these circumstances in at
least one of the study communities—interviewees told us that because of 20 to 30 percent
fewer staff at benefits offices, staff are not able to form the same, more personal,
relationship with clients that they had in the past, and that clients could not always expect
to see the same case worker with whom they had grown comfortable.
Other interviewees claimed that unwelcoming office environments are intentional, or
meant to weed out less attractive clients. In employment programs in two of the study
communities, for instance, funding depends on high placement rates, creating an
incentive to discourage less “work-ready” people from applying. The homeless
population struggles in this regard, at times lacking proper clothes, interview skills,
dental care, and other factors deemed important for getting and maintaining a job.
Program staff complained that if they took on some of these more vulnerable clients, they
would never be able to maintain funding.
Exhibit 4.2: Shelter-based Employment Portals in the City of Los Angeles
The Community Development Department (CDD) of the City of Los Angeles runs the city’s Workforce Investment Act
programs, including its One-Stops. For close to a decade, CDD has focused on making its One-Stops more accessible,
supportive, and friendly to people with disabilities, through extensive required training (called Legacy) and special staff
called “Disability Coordinators.” Through these efforts CDD One-Stops have a higher-than-national-average placement
rate for people with disabilities. CDD first focused on homeless people as a specific population in need of employment
services in 2003, when it received a grant under the federal Chronic Homeless Initiative to offer housing and
employment to extremely hard-to-serve homeless people through a program called LA's Homeless Opportunity
Providing Employment (HOPE). As part of LA’s HOPE, CDD opened an employment portal at the New Image Shelter,
the largest overnight shelter in the County of Los Angeles. The portal, which is a self-directed resource room, provides
computers with direct links to CDD’s job listings, job assistance materials (for example, classes on resume writing), and
one-on-one computer instruction. The New Image EmployABILITY employment portal is open five hours a night, five
nights a week and receives 600 visits a month with approximately 40 new visitors a month.
CDD opened another portal in April 2007. Known as the Living Independently Through Employment (LITE) Program,
this portal receives funding from Community Development Block Grant resources through the mayor’s office, City of
Los Angeles, is operated by the Skid Row Development Corporation, and is located at the Volunteers of America Drop-
In Center in the heart of Skid Row. The LITE Program offers necessary community support services, case
management, and coordination with One-Stops, which are available to people using both portals. In the LITE
Program’s first couple of months in operation, it was able to place close to 70 people in employment and had almost as
many participating in and completing short-term training courses that prepared them for specific jobs. Hundreds of
people use the portal monthly to access job leads. Registration and placement numbers for LITE and New Image have
been maintained jointly since the portals operate collaboratively. From December 2007 through December 2008, 2,522
clients had used center resources at least once and case managers opened files for more than 1,400 users. Of the
people with open case files, case managers assisted 239 people to find full-time permanent positions, another 202 to
find part-time or short-term employment, and 125 people to enroll in or complete training opportunities. For those
working, the average hourly starting wage was $10.58 an hour.
So-called intentional barriers require, to some extent, a change in a program’s policy in
order to remove incentive structures that negatively affect homeless clients. As an
example, Exhibit 4.2 describes an initiative in LA where employment one-stops have

87Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
made conscious efforts to open up employment services to even those that are hardest to
serve.
Environmental barriers are most common in government employment centers and
benefits and human services offices, although similar complaints were sometimes noted
about hospitals and veterans’ service centers.
Stigma
Stigma attached to a benefit reportedly dissuades some eligible homeless people from
applying for it. Stigma means that a person would not want to be known to be receiving a
benefit, and would somehow feel diminished if the fact came out. The existence and
operation of stigma associated with public assistance receipt is well known in the benefits
literature. It should be noted, however, that homeless people may experience additional
hardship in making the decision to apply for benefits because they feel that homelessness
itself is stigmatizing and they may have to admit their homeless status during the
application process and be unable to give an address. The possibility of admitting to
having a mental illness almost certainly adds a third dimension of stigma.
Getting Too Little for Too Much
Homeless and housed people alike often weigh the environmental barriers to applying
against the value of the benefit itself, causing some potential clients to conclude that
applying is not worth the trouble. One community has a GA program with benefits so low
that most providers we interviewed did not know they existed; of those that did, few were
willing to refer clients—the benefits, they felt, were not worth the hassle of applying and
maintaining eligibility.
Others saw program requirements such as TANF employment requirements or time
restrictions for a number of benefits as too burdensome and antagonistic, or unrealistic.
Interviewees in two communities commented on a general “punitive feel” of benefits
such as TANF, and the application process was described as lacking flexibility and
requiring applicants to jump through nonsensical hoops (for example, employment
orientation for people who already have a job). A proportion of homeless clients, we were
told, assess the costs and benefits of application and decide that the costs are too high.
Mainstream Benefit(s) Affected
For at least one study community, environmental barriers were evident for all mainstream
benefits. A few barriers, however, were mentioned more often than others across
communities. Benefits offices were reportedly “unfriendly” to homeless people across
many communities. Interviewees often singled out TANF as overly punitive in its work
requirements and GA as insufficient and thus not worth the trouble. Providers and case
managers reported poor office treatment and long waiting times for offices distributing
TANF, GA, food stamps, Medicaid/Medicare, and SSI/SSDI. Employment and training
programs, as mentioned, also received criticisms for being less than welcoming to
homeless people who are not “work ready.”

88Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Mechanisms to Reduce Environmental Barriers
Smoothing Mechanisms
This section deals with mechanisms that address the office and benefit culture—that is,
efforts specifically designed to increase an individual’s confidence that the experience of
applying for a benefit will not be insulting or upsetting. This may be a difficult task
considering how intangible the problem can be, and the challenge of making an office or
benefit more inviting. It can be as simple as increasing an office’s light and air flow or
having a friendly greeter at the front door. Interviewees mentioned a variety of
mechanisms for speeding up in-house processes and for creating a generally more
accepting environment.
Community Education
In numerous communities interviewees told us that educating clients, staff, and the
community about what it means to be homeless, as well as what it is like to apply for a
particular benefit, is the surest means of helping homeless people overcome negative
perceptions of an application process and for staff to provide more hospitable services.
Programs like Project Homeless Connect, an annual get together of homeless people and
providers occurring in most of our study communities (see below), work to educate staff,
community members, and other homeless people on just who is actually “homeless.” In
Denver, outreach workers on the Homeless Outreach Team (HOT) provide regular
education sessions to both providers and clients on the availability of benefits and
services. Moreover, Denver created a permanent committee as part of its Homeless
Consortium that deals primarily with “Community Awareness,” or disseminating
information pertaining to the Denver CoC. As one interviewee explained, with education
came acceptance and better working relationships.
Outreach and Outstationed Workers
Outreach and outstationed workers circumvent the issue of poor or intimidating office
environments by taking the application process into the community where the homeless
population is more comfortable. Denver’s Homeless Outreach Team, specifically, visits
facilities and outdoor locations where homeless people are known to gather, such as the
Samaritan House shelter, the Volunteers of America shelter, or even underneath bridges,
and works to make a connection before trying to get them to come in. As one HOT
member told us, it can be difficult to create an environment where a homeless person
feels comfortable to follow through on benefits applications: “Just building the
relationship is huge. It can take a long time for people to trust you.” The Team tries to
connect homeless individuals and families with housing and benefit programs, working
mainly with food stamps, Old Age, rental assistance, SSI/SSDI, housing vouchers,
prescriptions, motel vouchers, and, recently, TANF. Through training and experience, the
HOT staff is well educated about homelessness and attributes some of its success to
making an effort to understand clients’ situation.

89Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Moreover, Denver’s Department of Human Services pays for an employee at the
Workforce Center specifically to deal with homeless clients. The DHS Workforce Center
employee travels to shelters to sign homeless clients up for employment services.
In Office Changes
For office congestion and waiting lines, multiple communities created alternative office
procedures. For instance, in Denver, HOT locates some of its staff in the lobbies of
benefit offices, where they identify homeless people and provide them with a more
personal and speedy application experience. Portland’s Department of Health and Human
Services office sets aside a corner for onsite triage, where people with short questions,
screening issues, or quick claims can go to skip the line. In Miami, some simple tasks
such as changes of address can be completed by phone, and DCF offices provide phones
in their lobbies so that homeless people or others without access to phones can call the
office call center and complete tasks like certification and recertification of food stamps,
without waiting to see a worker. Moreover, the Miami DCF offices and Maine’s DHHS
offer computers to facilitate the application process for people who lack Internet access;
the DCF’s Miami Central office, for example, has 30 computers available for applicant
use, with DCF staff members available to help with the online application process.
Florida also established a document imaging system for case files, reportedly cutting
down the length of time for file access, file updating, and, thus, client waiting periods.
Complexity (Cognitive Demands) and Length of Application
Once a homeless person makes it to the point of applying for a benefit, a number of
barriers may arise beyond mere eligibility. Levels of cognitive ability and available time
vary widely in the homeless population. For some, the length and complexity of the
application itself is a significant hurdle. Issues of documentation and maintaining contact
will be dealt with below; here we look at the burden of completing the application itself.
Respondents in all study communities mentioned cognitive and educational deficits that
limited a homeless person’s ability to fill out a benefit application. Illiteracy is a major
problem for homeless individuals and families accessing benefits. One interviewee
estimated the average reading level was 6
th
grade for her clients; some could not read at
all. On another level, computer illiteracy has become a problem as states and county
benefit offices modernize their application process using kiosks and online tools. A VA
homeless coordinator distilled the problem for us, “a lot of the vets don’t know what a
computer is!”
Still more clients find specific applications to be too difficult and overly time-
consuming. Aside from documentation requirements, descriptions of what is needed and
how to write it down are often not straightforward, especially for benefits like SSI. Case
managers themselves reported problems, struggling with issues such as proving a client
has schizophrenia rather than drug induced psychosis, or simply highlighting the relevant
aspects of a disability. In particular, the length of applications and reliance on multiple,
spread out appointments for various benefits like SSI posed significant problems for
homeless people.

90Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
For a variety of benefits, interviewees mentioned that some homeless people would be
sent out for more information and would not return. In a similar vein, homeless people
had trouble keeping required appointments and would reportedly get frustrated to the
point of leaving if the process took too long. As one case manager put it, “they don’t
show up, we can’t find them, they fail to cooperate…There is a tremendous amount of
wheel spinning.” When the process for applying for basic benefits can take close to two
hours, some homeless, as well as housed, people get frustrated and leave.
Too often, persistence and extensive help are necessary components for successfully
getting past the bureaucratic structure of mainstream benefits. A shortage of case
managers—most notably at the emergency shelters—exaggerates the effect of this
barrier.
Mainstream Benefit(s) Affected
In general, interviewees found food stamps to be the least complicated and most timely
benefit for homeless people to access, although some programs do require a face-to-face
interview, generally requiring clients to wait in line or return for an appointment.
Homeless clients at all study communities can apply and begin receiving benefits on the
same day or in up to seven days through expedited food stamps (also described in
Chapter 8). TANF, Medicare/Medicaid, and SSI/SSDI benefits, on the other hand, can
take anywhere from 30 to well over 90 days, according to some interviewees.
11
The wait
for a housing subsidy or public housing unit could be as long as five years. In addition,
TANF requires more than one meeting before one can start receiving benefits and,
according to one respondent, a significant portion of homeless clients do not make the
second meeting.
SSI/SSDI is far and away the most cumbersome application process, both in terms of the
time needed to complete an application and have it accepted, and the complexity of the
application itself. One interviewee explained, “it is hard for folks that don’t have case
management trying to navigate SSI. For homeless people who try it on their own, about
80 to 90 percent are denied due to not making it through the entire process.” At any rate,
clients generally need significant help from specifically trained case workers to navigate
the application process successfully.
Mechanisms to Reduce the Length and Complexity of the Application
Process
Smoothing Mechanisms
Smoothing mechanisms to address problems of benefit complexity and length of
application range from special teams to assist people to special applications to minimize
the amount of paperwork a client needs to fill out. In addition, communities make heavy
11
Interviewees at Norfolk’s Department of Human Services told us that pregnant women were eligible for
expedited TANF benefits that must be received within 12 days.

91Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
use of legal aid from nonprofit agencies and local firms interested in pro bono work. In
all study communities, however, local providers recognize the unique difficulties the
homeless population has in applying for mainstream benefits. Some mainstream agencies
go so far as to flag applications from homeless clients for completely separate processing
procedures.
SSI/SSDI Specific Mechanisms/Benefits Teams
Several study communities use specialized teams of workers that have training in one or
more specific mainstream benefit and, often, experience with the community’s homeless
population. Frequently, benefit teams spring up around the most difficult benefit
applications (SSI/SSDI) and use SSI/SSDI Outreach, Access, and Recovery (SOAR)
training and similar mechanisms to improve the application process. SOAR teaches case,
eligibility, and social workers exactly what the Social Security Administration (SSA) is
looking for in SSI/SSDI applications—specifically, how to engage a disabled client, how
to establish a medical record, and how to submit a complete SSI application. Multiple
interviewees attested to the success of the training; some complained that trainings were
not offered often enough. In response to the demand, a SOAR outreach worker in
Virginia was sent to California to learn how to train others. SOAR workers we
interviewed told us that their clients’ SSI applications are accepted at significantly higher
rates and in as short a time as two to four weeks; it can take up to six to nine months
otherwise. In Miami, roughly half of the city’s criminal justice service providers have
been trained in SOAR.
In some communities, programs such as Denver’s Benefit Acquisition and Retention
Team (BART) use methods similar to SOAR but have not participated in the formal
SOAR training. In these cases, broad knowledge of the application process and
established relationships with a benefit office are used to get an application processed
quickly. Over a four-year period, the Denver team worked out a relationship with the
SSA office where BART provides accurate and complete applications and makes sure an
applicant is at all the required interviews. In turn, the SSA office expedites those claims.
Interviewees noted that BART significantly reduced the amount of time it took to get
applications completed and reviewed and that they reduced the denial rate, boasting a 70
percent success rate for initial applications, rising to 90 percent when counting appeals.
12
Similarly, Portland, Maine’s County Social Services office uses a single highly trained
and experienced staff member, whose 15-year relationship with the local SSA office
greatly facilitates approval of SSI/SSDI applications.
12
If there is an initial denial, BART reportedly looks to see if it can get a decision early in the appeals
process. If a client is denied because of an incomplete or inadequate substantive medical record and is later
able to assemble more documentation, the client can submit that evidence to the reviewing office at any
point in the process. Reportedly, if the client also provides a cover note asking the reviewing office to
review for a potential decision on the record, it will likely oblige. According to interviewees, the claim will
then be brought directly to a judge, who will look at the record. Many times, interviewees noted, the BART
team will get a reversal without going to a hearing. Because of this, the BART team is a great help to those
who cannot or will not pursue the lengthy appeals process.

92Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Still other communities use similar teams for a broader set of benefits. Shelters, indigent
care clinics, mental health facilities, and detoxification centers maintain full-time staff to
deal specifically with benefits for homeless clients, allowing workers to become more
efficient and to establish relationships with benefit offices. Many programs view these
positions as an investment that will return cost savings because the programs would
otherwise have to provide the respective services or benefits with their own resources.
Denver Colorado’s HOT Team, run out of the DHS, tried to cut down on both the
complexity and length of the application process by training staff to make sure
applications are complete and to take only the number of applications they can process in
one day. This, according to interviewees, ensured that homeless people would not get
frustrated with the waiting period. In the words of one interviewee, “don’t let them wait
around for you to process them!” To expand the number of applications the HOT Team
can handle, Denver’s Department of Human Services set up the Homeless Ongoing
Outreach Team (HOOT) to file applications and deal with redeterminations coming
through the HOT Team. Reportedly the HOOT significantly cuts down the backlog of
HOT applications, allowing for shorter application and recertification periods. With the
combined efforts of HOT and HOOT, interviewees reported that over 100 applications
for homeless people can be filed every day (see Mechanisms to Increase System/Process
Knowledge, below, for additional outreach initiatives).
Outstationed workers
Similarly, outstationed workers address problems of application length and complexity,
as well as those of transportation and office atmosphere. Not only does a staff member
from a particular benefit agency provide constant reminders that the benefits exist, but
co-location also makes it easier to work through any confusion or mistakes. Indeed,
rather than having an incomplete application sent back to a client or case manager,
outstationed workers are available to troubleshoot and take care of small problems that
ordinarily would produce unacceptable waits. In the words of one case manager, “we had
a domestic violence case, and she couldn’t get into the [city shelter] because her
Medicaid hadn’t switched on. [Name of outstationed worker] was able to call the right
people and she got in the next day…that process could have taken a whole month.”
Having someone onsite eliminates the time-intensive process of communicating across
agencies and provides a knowledgeable resource for case managers connecting their
clients to benefits.
Disability Advocacy Programs/Legal Aid
Many homeless services providers take advantage of legal aid firms or pro bono work
offered by private firms when dealing with the benefit application process for the
homeless population. Some use firms for individual cases while others approach the
problem more systematically, bringing together lawyers to lobby for changes in
application procedures or to review what areas of a program could legally be changed
(see ID and Documentation Requirements below). Examples include:

93Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
• Pittsburgh’s Disability Advocacy Program employs staff to help with both the
application process and filing appeals for disability benefits. The program
maintains a list of lawyers who are available for pro bono work.
• Albany’s Legal Aid Society for the Homeless provides outreach and legal
assistance to homeless people having difficulty accessing welfare benefits, food
stamps, Medicaid, and unemployment; it also assists with matters related to child
support (both securing support and relieving arrears).
• Camillus House, a Miami shelter, facilitates access to SSI/SSDI and other benefits
by collaborating with Legal Aid in two ways. First, consumers having difficulty
obtaining benefits can be referred to Legal Aid; if referred, they will be called
within 24 hours and offered a 15-minute phone consultation. Second, the
organizations have been holding monthly workshops on benefit access. These
workshops are led by a Legal Aid lawyer and held at the shelter; attendance is
encouraged through offering refreshments and gift cards.
• The Mental Health Center of Denver (MHCD) brought in Social Security lawyers
for the SSI/SSDI appeals process, noting that, although most people are still
denied on their first attempt, the acceptance rate at appeal was nearly 100 percent
after MHCD started asking lawyers for help.
Flagging and Expediting Applications
As mentioned above, in Denver, SSI benefits teams and state Office of Disability
Adjudication and Review offices reached an agreement on processing certain applications
first. Interviewees in all study communities reported similar relationships with other
mainstream benefit programs, where applications from homeless people are flagged and
expedited.
13
Examples include:
• Veterans Affairs interviewees in Pittsburgh and Norfolk mentioned that veterans
benefit workers try to expedite claims that are flagged as coming from a homeless
veteran.
• The Colorado SSA Office of Disability Adjudication and Review established a
relationship with the Colorado Department of Human Services wherein homeless
applicants are flagged and put on top of the review pile.
• One local SSA office in Miami has become the point office for SSI applications
for homeless people. Two days per month, this SSA office closes to the general
public and focuses exclusively on clearing applications from people who are
13
It must be noted that a large part of the success that some case workers have in assisting homeless people
to apply for benefits relies on personal relationships they formed over their years as case workers. This
issue is dealt with below, in the System/Process Knowledge section.

94Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
homeless. Applications are then “red flagged” at the Disability Determination
Office.
14
• Unlike many housing authorities, in the majority of the study communities local
housing authorities give preference to the homeless population during the Section
8 Housing lottery, putting homeless clients on top of the waiting list. Some
communities give out a certain amount of “preference cards” to homeless people.
A case manager explained, “We ended up having 10 people get Section 8 Housing
out of the 10 people we submitted–it took three to four months rather than five
years.”
Universal Applications
In Miami, Norfolk, Pittsburgh, and Portland, benefit programs use a universal application
so that people don’t have to apply multiple times for multiple benefits. In Norfolk, the
tool asks for information on individuals’ homeless status, as well as all mainstream
benefits they receive. It also includes questions to determine what other benefits a
household/individual is eligible for. As mentioned earlier, TANF, food stamps, Medicaid,
GA, Emergency Assistance, state and local coverage for hospitalization, Auxiliary
Grants, and the Refugee Resettlement Program all use the same universal application.
Case managers and eligibility workers noted that having one application cut down on the
burden of gathering documentation and the overall application process and automatically
enrolled homeless clients in a variety of benefits they otherwise might not have applied
for. Similarly, Miami’s DCF uses a single unified application for all DCF programs,
gathering information and entering it into a software program that uses the data to
calculate the array of benefits and services for which a given household is eligible.
Expedited Food Stamps
As mentioned, homeless people can get food stamps on an expedited basis. Applicants
providing proof of homelessness (“proof” varies by state) can receive food stamps in 7
days or less, far faster than the normal 30-day process. In Miami, applicants are asked to
indicate whether they are homeless at the time of application, and to give their total
income and resources, which trigger categorization as an expedited applicant. Expedited
applicants are interviewed the day of their application. For expedited applicants who have
previously received food stamps and have retained their Electronic Benefit Transfer
(EBT) card, the required identification card for food stamp recipients, the new food
stamp funds will be available the next day. For those without an EBT card, a new card
will arrive by mail within a week at most, more typically within four days. While the
technology supporting expedited status has been in place since 1990, the system is
reportedly working better at the time of this report than it did previously.
14
Applicants with Homeland Security or immigration issues cannot be processed through the SOAR-
facilitated system.

95Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Automatic Enrollment
Some communities are developing programs that automatically enroll clients in a benefit
program if they are denied, or waiting for, another benefit. In Pittsburgh, for example, the
Department of Public Welfare is currently working to launch a program called Healthcare
Handshake, whereby children in families deemed not eligible for Medical Assistance will
automatically be enrolled in the Children’s Health Insurance Program.
Categorical Eligibility
Some states have used categorical eligibility in their administration of food stamps. They
automatically assume eligibility if a household or individual receives TANF, GA, or SSI
benefits, skipping the need for verifying certain eligibility criteria. Reportedly this
automated process eliminated requirements for duplicate resource and document
verification (see below), thus cutting down on administrative work for staff and
documentation requirements for clients.
“Recently a woman in her 50s came to the Social
Combined Application Program
Work office at St. Francis Center. She was gaunt
Of the study communities, Florida,
and in a wheelchair, and had not had an ID for a
Pennsylvania, Virginia, and New York run a
couple of years. She lived mostly with friends or
Combined Application Program (CAP) for on the street. She needed her birth certificate to
single adults on SSI who want food stamps. obtain an ID, but without an ID it can be very
CAP programs flag single SSI recipients and difficult to obtain a birth certificate. Through
give them shortened applications for food conversations with the client the social worker
stamps without requiring a face-to-face was able to determine that she had a brother
interview. Information on the individual is living in a mountain town, but the client had no
shared between the food stamp office and recollection of his phone number. Directory
the SSA. services yielded no listed phone numbers for his
name. However she knew he worked for a car
Language Lines
dealership. A few phone calls later, the brother
was located at work. He spoke with his sister and
Colorado, Maine, and Miami mentioned
was able to order his sister’s birth certificate,
using translation services when clients do
which he then sent to his sister at St. Francis. The
not speak English or another common
client was able to obtain her ID, which allowed
language well enough to complete
her to apply for state and federal benefits such as
applications. Applicants to human services
food stamps and SSDI.”
departments have access to dual headsets
that can translate numerous languages, or to
- Carla Slatt-Burns, Shelter Case Worker,
translators. In Portland, DHHS reported it
can handle up to 29 different languages in addition to Spanish, Somali, and Sudanese,
which they have in house. Miami uses a phone-in interpreter service that staff can use
when working with an applicant who does not speak one of its three standard
languages—English, Spanish, and Creole. Denver also provides translators and fields a
Spanish Speaking Outreach Team for mainstream benefits and services.

96Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Intensive Case Management
Intensive case management stands as the most prevalent means of getting homeless
applicants through any or all mainstream benefits application processes. “Hand holding”
throughout the entire process is deemed necessary for a substantial part of the homeless
population. One interviewee put it clearly, “With the VA benefits, I will actually
physically bring people to the claims rep. You can tell them about it, but they don’t have
the wherewithal to get it done.”
Case managers, shelter staff, and mental health providers all shared instances of going to
a benefit office and waiting in line with their client. Otherwise, they told us, the client
would not make it through. In these circumstances, staff time and case worker loads can
become burdensome. To alleviate this, outstationed and outreach workers are particularly
helpful for both clients and providers. One case manager lauded the DHS in Denver for
its outreach efforts, noting that the outreach workers come regularly to his office and are
“very helpful, especially when we don’t have time to take them [clients] over.”
ID/Documentation Requirements (for example, Proving
Residency)
A lack of an official, government issued identification card and various application
documents stands as perhaps the most acute and pervasive problem in the study
communities. In almost every interview we conducted, the issue of IDs featured
prominently. Brought on in most cases by city residency requirements or by fears of
identity theft and illegal immigration, a large portion of homeless services and benefit
applications require a state issued ID, proof of residency, and proof of citizenship.
15
These requirements proved to be difficult for many homeless people to meet. In the
words of one interviewee, “getting an ID is one of the most ridiculous things on the
planet at this point, and they need them.”
The majority of complaints focused on the process of getting IDs and birth certificates
once you had lost your originals—a common occurrence. Many gave us the phrase “you
need an ID to get an ID!” And it was true; only a few organizations can get state issued
identification without first having an individual’s birth certificate. Even with a second
form of ID, the process is still reportedly difficult. To get a Social Security card in
Virginia, for example, one either has to go out to the Social Security office (which is
“far,” according to the provider staff in Norfolk) or send in one’s original ID and thus
lose one’s ability to get into emergency shelter and to apply for other benefits. In all,
interviewees mentioned that the process for getting an ID ranges from weeks to months,
often requiring travel to different agencies or even to different states. Moreover, the fee to
15
Exceptions existed in some of our communities where various identification bills exempted certain
populations from providing state issued identification. Examples from Colorado House Bills 063-1023/07-
1314 include exemptions for those under 18; those applying for food stamps only; those applying for
Medicaid only; those in adult protection; and those applying for Community Services Block Grant,
Emergency Shelter Grants, and Shelter Plus Care, among others.

97Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
get a birth certificate is considered prohibitive. The overall process varies according to
the strictness of the ID laws in the state issuing the documents.
For those born out of the state or country, the process for getting a new ID issued is
exponentially harder and more expensive, compounded by transportation barriers and
sheer costs. Clients are required to retrieve documents from another state, then file for
new identification, and then apply for benefits. As is obvious, for the homeless
population these steps stand as particularly significant problems. Homelessness is marked
by transience, often across state lines; once a person or family moves, many find it
difficult to establish residency in a state where they do not have an address. One case
manager noted, “I have told people they have to go back to the state they came from to
get an ID...There is a better chance that the state you came from will issue you an ID.”
Some states set extremely strict laws. In 2006, for instance, Colorado passed HB1023
aimed at undocumented people in the state, and added stringent requirements to prove
lawful presence. Only a few specific forms of ID are valid.
16
In all states, a number of
factors make it more difficult to obtain ID documents, including name changes or small
mistakes on existing identification.
17
Providers mentioned that IDs posed a problem even for homeless people coming
out of public institutions such as jails and prisons. A provider who works with ex-
offenders expressed her frustration, noting, “ID is the worst!...I cannot tell you
what a pain in the neck that is. I understand why it is difficult. But why for
incarcerated people! We know them! Why can’t we get them an ID?
Indeed, we found that some of the corrections systems in the study communities will not
provide an ID upon reentry into the community.
Lack of documentation other than IDs also proves to be barrier. Homeless individuals and
families reportedly have a hard time establishing proof of residency, medical histories, or
even basic income information that they need for means tested benefit applications.
Youth, in particular, struggle to produce documentation of all kinds, often lacking both
the ability to order documents online without credit cards and even the documented
history (in particular, a medical history and a history of residence) needed to establish
eligibility for some benefits, like SSDI.
16
The City of Denver reportedly tried to pass legislation to expand acceptable documents. The bill passed
both houses of the state legislature but was ultimately vetoed by the governor. Reportedly, TANF, food
stamps, and Low Income Energy Assistance Program have more flexibility in the types of documents
accepted. For Aid to the Needy and Disabled and other Colorado state benefits, acceptable documentation
remains very restricted.
17
One social worker noted the case of a woman who had adopted a different spelling of her name when she
was a child; she could not get an ID.

98Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Mainstream Benefit(s) Affected
In general, IDs and documentation problems affected all mainstream benefits, aside from
indigent care clinics that took clients coming off the street with no requirements. Food
stamps and Medicare/Medicaid, with straightforward income requirements, reportedly
ask for the least amount of documentation. They do not mandate that clients produce
proof of residency (only citizenship) and they do not require specific identification forms,
such as a birth certificate. For food stamps, as an example, a library card could work, and
if a case worker vouches for an individual’s identity, no documentation is needed.
Veterans’ services, too, are lauded for needing only a specific VA document (a DD214)
for most benefits.
However, as stated above, SSI and SSDI prove to be difficult because of the extensive
documentation needed to confirm a disability and establish a history of care.
Welfare/TANF, too, demands much in terms of identification, proof of residency, Child
Support Enforcement Unit (CSEU) documentation, income, and employment.
Mechanisms to Reduce Identification and Documentation Barriers
Smoothing Mechanisms
Interviewees gave numerous examples of mechanisms designed specifically to help
people obtain the necessary documents and identification for benefit receipt. Initiatives
range from comprehensive programs where clients are walked through the entire process
of getting an ID or document, to safekeeping measures where clients may use program
file cabinets or safes to lock up and store their identification material.
Comprehensive ID Initiatives
In Miami, Homeless Opportunity Providing Employment (HOPE), a provider of
homeless services, operates the Identification Project dedicated to obtaining identification
documents for people who are homeless. In recent years, because providers frequently
raised the issue of proper identification when discussing barriers, the Homeless Trust
decided to determine the extent of the problem by including a question on a yearly point-
in-time survey, asking whether respondents had had trouble related to lack of
identification. The results indicated identification needs were a widespread problem.
In response, the Homeless Trust allocated food and beverage tax funds under its control
to support a project to help with identity documents. In 2008, the Trust sufficiently
funded HOPE, as part of Miami Beach’s Identification Project, to support a new, part-
time (.75 FTE) staff person plus the costs of document retrieval for homeless people
throughout the county (not just from Miami Beach, which was the target of the original
activity). Activity increased from processing 200 requests a year to processing 200
requests a month. People generally are referred to the program by other provider
agencies. Most requests are filled through Vital Check, a commercial service that obtains
government records nationwide. This service is reportedly quick for in-state documents

99Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
but lags for out-of-state requests (although not as much as if one tried to get the
documents oneself). The project also helps people get state-issued identification cards by
coordinating transportation from the program to the city offices that issue the cards.
Additionally, the program works to obtain residence cards for people in the process of
immigrating to the United States. The demand for program services, however, far
exceeds staffing resources.
A similar comprehensive program is run out of Norfolk, Virginia’s Project Homeless
Connect (see below). Using the food stamp eligibility database from DHS and corrections
records, the ID Innovation project is able to produce a qualified identification record for
most of the clients coming through Project Homeless Connect. With their qualifying
record, program staff are then able to connect clients with a city-sponsored ID that they
can use to obtain primary ID from the Department of Motor Vehicles, and to get into
employment programs, city shelters, and other homeless services. Interviewees in Denver
also reported ID booths at its Project Homeless Connect, where numerous agents from
law firms, providers, and city government come together to facilitate the process of
getting a form of identification.
Legal Aid
Denver, among other communities, makes use of legal firms specifically to help people
retrieve identification documents. As an example, the Colorado Lawyers Committee
takes on pro bono work that addresses systemic issues like identification, as well as
mental health and incarceration issues. As part of its work, at the time of this report the
committee was creating 30 “ID Swat Teams” among associates in large firms. These
teams will take on cases having to do with identification requirements, looking to expand
definitions of acceptable documents and expediting the process for claims. Interviewees
noted that there are a total of 120 attorneys working on the Swat Teams, focusing on
homeless clients specifically. In addition, the Colorado ID Collaborative, an organization
made up of representatives from DHS, Colorado Legal Services, Colorado Coalition for
the Homeless, MetroCareRing (an emergency services provider), and the Colorado
Lawyers Committee, takes on specific cases having to do with obtaining identification,
including coordinating help for people having significant difficulties. Interviewees noted
that within the past two years, the collaborative reduced the number of documents needed
for benefits and helped the state determine a more rapid way of getting IDs. The group
also maintains a fund for providers and people that need help with document fees.
Denver’s Road Home, in addition, contracts with Colorado Legal Services for case-by-
case help in getting birth certificates, dossiers, and licenses.

100 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Exhibit 4.3: Increasing the Odds of Successful-the-First-Time Supplemental
Security Income (SSI) Applications through Improved Access to Better
Health Care Data
Electronic data retrieval and improved medical documentation speed the way to successful SSI applications.
Every effort to house homeless people with multiple disabilities and provide them with adequate supportive services
encounters the issue of how to pay for those services. If they are SSI beneficiaries and receive the related Medicaid
coverage, tenants themselves are potential sources of cash income and medical insurance coverage, which can help
pay for supportive services. Most long-term homeless people with disabilities are not receiving SSI, however, and
therefore are not covered by Medicaid.
A major stumbling block for SSI applications for homeless people is the difficulty in documenting the nature, duration,
and extent of disabling conditions. Homeless people usually seek medical care at the facility most convenient to them
when they need care, so their records may be scattered in many facilities. Rarely has the medical professional being
asked to fill out SSI/Social Security Disability Income (SSDI) documentation known the person long enough to be able
to report that a condition has existed for a long time at a high level of disability. Another stumbling block is that the
information contained in the medical record itself, once a case worker has obtained it, often is not sufficient to satisfy
the application requirements.
In Los Angeles, the county Department of Health Services (DHS) has been working in a number of ways to improve
the quality and success of SSI applications for chronically homeless people, and thus increase both their income and
their access to health care through Medicaid. In addition to SSI/SSDI Outreach, Access, and Recovery (SOAR) training
for case workers, which a number of study communities do and which is described above, DHS has focused on
improving access to vital health care information that is required for SSI applications, dramatically shortening the time it
takes to get the information, and improving the information itself.
• Improving access to medical documentation. To overcome the barrier of poor access, DHS assigned two
highly experienced registered nurses to retrieve the needed documentation from the many public health care
facilities under DHS management or contract. All seven DHS hospitals use the same data system, but it is not
linked across hospitals and each hospital has its own way of assigning patient numbers. The DHS nurses
were given access to all of these systems, but initially and for several years they had to go to each hospital to
search for its patient records. In June 2008, DHS succeeded in centralizing electronic access to all of the
hospital data systems in one place, greatly facilitating the nurses’ job of verifying when and where people got
care, and for what. The new structure of data access makes it a lot easier for the nurses to get the data for the
case managers, thus speeding up the process of completing SSI/SSDI applications and providing the exact
information to document the nature of disabling conditions and how long they have existed.
• Improving the medical documentation itself. DHS has found that SOAR training, with its concentration on
case workers, does help its intended audience improve its ability to prepare successful applications, but is
limited in that it reaches only a few of the people who need it. In addition, even if case workers were able to
access the documentation, the documentation available in hospital records often does not itself provide the
specific information the Social Security Administration needs before it can approve an application for SSI.
DHS is developing a project that will train health care professionals in proper documentation while
simultaneously expanding the role of the two registered nurses mentioned above to improve existing
documentation, initiate pertinent documentation when it is missing, recommend applicable diagnostic tests,
coordinate with community-based providers to document outpatient services, and act as liaisons with the
Social Security Administration and its Disability Determination Services to assure that everything possible has
been done to submit complete and successful applications.
The DHS-funded team will include a case management component to ensure that all steps of the SSI
application process are completed, documentation is complete, historical medical and psychiatric records
have been identified and acquired, and similar activities. In addition, DHS, the county Department of Mental
Health, and the Sheriff’s Department will each provide a single point of contact person who will facilitate
access to health and other records to assure strong documentation.
For more information, see Chapter 3 in Burt, M.R., 2009.

101 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Access to Larger Data Sets
As noted above, homeless service providers in Norfolk are able to make use of large data
sets to produce a qualifying identification record. In Miami, DCF workers have access to
the Homeland Security, SSA, and state office databases, facilitating information transfer
and in some cases reducing the document burden for benefit applicants. Through their
access to the Florida Vital Statistics database, DCF workers may produce information to
establish applicants’ citizenship status. Additionally, workers are able to use SSI/SSDI
benefit databases and program documentation as proof of citizenship, for those applicants
already receiving SSI/SSDI.
In addition, Exhibit 4.3 provides an example from LA where health records were made
more accessible to case managers filling out SSI/SSDI forms. Clearly, the example
suggests that information sharing is a great boon to the SSI/SDI application process, even
with other access mechanisms like SOAR-trained case managers.
Document Imaging
In Florida, as part of the ACCESS system, all client documentation is stored
electronically, including permanent records such as birth certificates and identification
cards. The document imaging process can reduce processing times for office eligibility
workers, and thus shorten waiting periods, and can alleviate the burden of losing
identification and documentation. Client information can also be accessed statewide, thus
avoiding transportation barriers for a highly transient homeless population.
Certificate Payments
Numerous interviewees reported that their program or office pays for the costs of
obtaining birth certificates or immigration status certificates to help clients receive a
state-issued ID from the Department of Motor Vehicles. As an example, the HACs in
Miami will cover the $380 fee required to reapply for documented immigrant status after
it has expired.
18
Others worked out deals for homeless people. In Albany County, for
example, birth certificates can be obtained free of charge for homeless clients with a
supporting letter from the Homeless and Travelers Aid Society (HATAS), a service
program for homeless people.
Safe Keeping
Recognizing the difficulty some homeless people have with keeping their identification
documents safe and organized, providers in almost all of the study communities offer
document storage in locked file cabinets and safes in the office. Often an agency holds
original documents, providing photocopies to the client upon request. In one community,
a provider agency arranged an agreement with benefits offices such that photocopied
identification material could be signed by the provider agency as proof of its authenticity.
18
Programs noted, however, that providing such services were a significant drain on program resources,
unless a deal was brokered for homeless individuals.

102 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Changing Mechanisms
In addition to, and often because of, the smoothing mechanisms, changes have been made
to a number of programs to allow for broader ranges of acceptable documentation and
identification. Some changes are effected through litigation; others made use of flexibility
afforded to program offices by state administrators.
In a number of interviews, respondents mentioned that local Department of Motor
Vehicle (DMV) offices relax identification requirements for receiving a state issued
license. In one case, the DMV accepts DD214s (discharge papers from the military) as
identification of veterans, while in other communities DMV staff take sufficient medical
records. Still others have worked out an agreement where temporary IDs created at
shelters, local ministries, clinics, and jails are accepted as sufficient documentation of
identity—or in place of a birth certificate—to receive an official form of identification.
Partnerships, too, have developed around the issue of IDs. Interviewees at Norfolk’s
employment One-Stop mentioned working with the parole system as part of a new
program in which parolees are now given a “signed and sealed” 3 x 5 card containing a
photograph and the information that they need to obtain primary identification. Shelter
staff in Miami (Citrus and Camillus House), moreover, create photo IDs for homeless
people, while working with DCF to ensure that the IDs will meet the state’s requirements.
Complexity of Maintaining Enrollment
Some homeless people have trouble maintaining benefits once they’ve been deemed
eligible and start receiving them. A lack of address or other contact information poses a
particular problem for case managers trying to follow up with a client about the ongoing
requirements of keeping a benefit, and it also makes it hard for clients to receive the
benefit. As one staff member from a benefit office put it, “We lose a lot of people—they
disappear.”
Others struggle with keeping benefits while entering and exiting medical and criminal
justice institutions. Many study communities work under state laws that terminate, rather
than suspend, benefits when in jail, prison, or health institutions, requiring a client to
reapply upon release.
Mainstream Benefit(s) Affected
TANF, food stamps, and Medicaid/Medicare all require recertification every one to three
years. SSI/SSDI requires Continuing Disability Reviews. All, therefore, demand
continued contact between case workers and clients. Interviewees noted that homeless
beneficiaries lose their benefits when the addresses they give prove unreliable, or they do
not receive important communication regarding welfare requirements. This is reported to
be particularly common at recertification intervals for food stamps and in relation to
TANF workforce requirements.

103 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Mechanisms to Keep Homeless People from Losing Benefits
Smoothing Mechanisms
Smoothing mechanisms for maintaining benefits involve facilitating client contact with
case managers and benefit offices and staying updated with the status of clients’ benefits.
Program/Shelter Address and Voicemail Usage
Across the study communities, both public and private homeless programs allow clients
to list the program address as a personal address, accepting mail on a client’s behalf and
storing it until called for. This in turn allows clients to receive benefits and to stay
connected with case workers or benefit workers for changes in their eligibility status or
recertification needs. Several communities also have community-based or shelter-based
voicemail accounts where clients can receive audio messages. Often, these accounts are
donated by a private communications firm or are purchased at a discount by a local
homeless services provider or city agency.
Reinstating Benefits
A number of communities deal directly with institutionalization and benefit terminations.
Case maintenance officers in Miami’s DCF receive alerts about changes in their clients’
criminal justice status that can trigger activation of appropriate benefits. In Colorado,
Medicaid waivers are used for people on SSI and Medicaid; Medicaid benefits are simply
switched off (suspended) when people enter an institution and reinstated when they leave,
rather than being terminated. In other communities, this practice of benefit suspension is
used for more than just Medicaid benefits.
Similarly, in Miami, as a result of a new Florida policy, former SSI recipients who have
been incarcerated for a year or more are now eligible to receive Medicaid and food
stamps immediately upon their release, while they are still waiting for their SSI to
resume.
Additionally, Miami HACs can facilitate applications for pending food stamp benefits, so
that residents can access food stamps immediately upon leaving shelter. After HAC
residents complete an application for food stamps and receive approval, they are placed
in “pending” status because the HAC provides all meals, making any HAC resident
ineligible for food stamps while still at the HAC. When the resident’s date of exit from
the HAC is known, ACCESS, Miami’s benefits system, changes the person’s status from
“pending” to “active” and releases the appropriate amount of funds (that is, food stamp
credits) into the person’s EBT account. Once the person leaves the HAC, he or she can
use the EBT card to purchase food.
Other programs hire staff specifically to target people coming out of institutions without
benefits. The Community Services Board in Norfolk, Virginia, for example, has hospital
liaison staff who work closely with hospitals and discharged patients to get clients back
on benefits that were terminated upon hospital admission.

104 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
In Pittsburgh, Healthcare for the Homeless assists with prerelease applications for welfare
office benefits, as well as community-based mental health services and medication, for
people scheduled to be released from the county jail. This program was so successful that
Pennsylvania was interested in replicating it in other counties, although at the time of our
site visit it was on hold as a result of union concerns.
Change Mechanisms
As mentioned, some states received a waiver from the USDA to conduct recertification
interviews for food stamps via telephone. This, in combination with telephone
availability at shelters, enables homeless people to readily maintain their food stamp
eligibility.
System/Process Knowledge
System and process knowledge stands as a barrier to homeless people on two fronts.
First, homeless people often do not understand the full extent of the benefits for which
they are eligible. Second, staff of homeless programs and public agencies alike have a
limited understanding of the benefit system in its entirety, at times unwittingly giving out
false referrals, incorrectly discouraging homeless clients’ applications for alternative
benefits, or failing to inform people of additional benefits for which they are eligible,
especially based on homeless status. While unavoidable for large service systems and
complicated eligibility criteria, these factors pose significant barriers to benefit receipt.
System/process knowledge barriers differ from system interaction barriers (described
below) in that they deal specifically with the lack of knowledge about the benefits system
as a whole and how to maneuver through its many levels of bureaucracy rather than the
lack of formal connections between service programs. Interviewees in many study
communities expressed frustration with case managers who incorrectly tell homeless
people they are ineligible for a benefit or who do not understand the fastest and most
efficient means of referring a client, or with benefit providers who erroneously turn
people away. In one instance, interviewees reportedly found that some welfare case
workers incorrectly assume shelters have feeding arrangements and refuse client
applications to food stamps on the grounds that they are already being fed. Learning the
full extent of available mainstream benefits and forming the relationships to smooth the
process can be a lengthy process; with high staff turnover and large complex systems,
this reportedly poses a significant problem in many communities.
Mainstream Benefit(s) Affected
Clearly, system/process knowledge affects all mainstream benefits. VA, SSI, mental
health/substance abuse, employment, and certain health care benefits, however, are less
known in some of the study communities and reportedly more often overlooked by both
clients and referral sources.

105 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Veterans, in particular, reportedly do not pursue benefits, especially for highly
stigmatized disorders like mental health (post-traumatic stress disorder, in particular) or
substance abuse.
Mainstream benefits programs administered by the state and local human services offices,
generally TANF, GA, food stamps, and Medicaid, are more known and had established,
extensive referral networks.
Mechanisms to Increase System/Process Knowledge
Smoothing Mechanisms
System/process knowledge is addressed by mechanisms that: 1) confront client needs
through outstationed workers and outreach programs and 2) increase staff knowledge
through educational initiatives and a greater focus on bringing program staff together.
Formal system interaction barriers and mechanisms will be dealt with below; here we
look more closely at mechanisms specifically designed to increase staff and client ability
to find and successfully complete benefit applications.
Outstationed Workers and Benefit Staff
Out stationed workers provide increased awareness for both staff and clients, acting as a
constant reminder that a benefit remains available and as a resource for eligibility
questions. Taking the idea of an outstationed worker one step further, some agencies hire
staff people to become experts on the broader benefits system and to connect project
clients with mainstream benefits. In a sense, these programs are trying to replicate and
make permanent the relationships and expertise outstationed workers provide. As an
example, Denver Hospital fields a team of benefit workers devoted to getting patients
onto the Medicare and Medicaid rolls by creating links to DHS and by becoming experts
in the application process. More examples of both outstationed workers and benefit staff
have been described above.
Outreach Workers
Outreach workers, by going to areas where homeless people congregate but do not have
ready access to benefits systems, are perhaps the most effective mechanism for finding
clients who would otherwise not apply for a mainstream benefit. Outreach teams, like the
Benefits Acquisition and Retention Team in Denver, also make presentations, describing
services and benefits at schools, hospitals, and other places that would have a referral
base.
Denver’s broader outreach effort stands out in its attempt to enroll the Denver homeless
population in the full spectrum of benefits. The Denver Outreach Collaborative is a
conglomerate of all city homeless outreach groups. In an attempt to provide more
coverage and less overlap in both case management and outreach, Denver’s Road Home
put out a Request for Proposal to bring together and coordinate the groups. Each agency
that is part of the collaborative has its specialty, focusing on a specific population of

106 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
homeless people or on an area of the city. Interviewees at the collaborative explained that
the program has “helped our relationship with the downtown businesses,” and educated
both the general public and the homeless population on what services and benefits are
available to homeless people. In addition, the VA actively works with the collaborative.
The VA now has a cell phone specifically for outreach workers to call when they come
upon a homeless veteran, and VA staff sometimes accompany outreach workers, creating
a close network between the two agencies.
According to interviewees, the Denver outreach collaborative focuses on finding people,
building relationships, and case management. “If Jamie is sleeping under the bridge, I
will try and get Jamie to come and fill out some applications. If he doesn’t want to go, we
have to work with him.” In addition, the city set up a central dispatch to coordinate and
disperse the teams, available 7 days a week, 6 a.m. to 10 p.m. Interviewees lauded the
collaboration, with one noting, “our Denver Street outreach collaborative can…follow the
person for the whole system so they don’t have to drop people when they leave a shelter.
That is key.” Interviewees noted that if anyone sees a person on the street, dispatch can
be called and a HOT team member will arrive with a “plethora of tools,” including
transportation tokens, motel vouchers, resource sheets, and connections/applications to
benefit and service networks.
Denver’s HOT program noted that to alert homeless people in an area to their presence,
they use fliers that direct people to a certain location. The team works specifically with
food stamps, Old Age benefits, rental assistance, interim benefits for SSI/SSDI
applicants, SSI/SSDI, Housing Vouchers, prescriptions, motel vouchers, and, more
recently, TANF. They also, as mentioned above, put on education sessions for staff
members in provider agencies and for homeless people.
Camillus House, a large multi-faceted homeless service agency in Miami, also
coordinates efforts with outreach teams through its Homeless Helpline. The agency
works closely with the City of Miami and Miami Beach teams, and also, although less so,
with the Dade County team. The Camillus homeless prevention program frequently
receives calls from people who are already homeless. Camillus staff contacts the
appropriate outreach team, and follows up later to ensure that the caller received services.
During working hours, the referral goes to the team in the caller’s geographic area; if the
call comes in after hours, it goes to the City of Miami team, which is on duty 24 hours a
day to serve the entire county.
While Denver and Miami have more extensive outreach networks, all study communities
used outreach teams to reach the hardest to serve populations. A few models stood out.
• PATH: Study communities used the Substance Abuse and Mental Health Services
Administration’s Projects for Assistance in Transition from Homelessness
(PATH) grants to form teams of case workers focused on stabilizing homeless
people with serious mental illnesses (SMI) or co-occurring substance abuse
disorders. PATH teams refer heavily to mainstream service agencies (often

107 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
accompanying their client to the office) in some of the study communities, and
some used SOAR training for their case workers.
• ACT: Assertive Community Treatment (ACT) Teams work to serve people with
serious mental illness, sometimes in tandem with PATH workers, using a
combination of outreach and case management. Although ACT is an evidence-
based practice commonly used with housed people with serious mental illness,
ACT Teams in a number of our communities focused on homeless people,
connecting those with serious mental illness to permanent housing situations and
mainstream benefits. Denver, for instance, fields three ACT Teams through
homeless and mental health services providers, each combining outreach with
permanent supportive housing. The one at the Mental Health Center of Denver
uses different levels of case management depending on the needs of the
individual, ranging from case manager to client ratios of 10 to 1 (High Intensity
Team) to 40 to1 (Community Outreach Team). In addition, the Community
Service Board in Norfolk, Virginia runs an ACT Team and a PATH Team with a
shared goal: working toward housing the hardest to serve, chronically homeless
people and then surrounding them with supportive services, the strategy known as
Housing First. Using PATH, Community Development Block Grant, and city
funds, the PATH Team acted as the outreach arm, providing links to mainstream
benefits, while the ACT Team set up services and housing.
• Health Care for Homeless Veterans: As mentioned above, over a number of study
communities, HCHV provides a great deal of outreach and outstationed workers
pursuing the goal of introducing both potential clients and other providers to their
services.
Training
Interviewees from a number of our communities noted the importance of training staff on
how to access mainstream benefits. The Mainstream Resources Committee of Portland’s
Emergency Shelter Assessment Committee, for example, organizes quarterly trainings,
given by mainstream service providers, for shelter directors and case managers, with the
specific goal of teaching staff people how to access mainstream services (for more
information see Chapter 5).
Similarly, mainstream agencies in a number of the communities give informational talks
to local homeless services providers. In Pittsburgh, for example, both the Commonwealth
of Pennsylvania Access to Social Services system’s Community Partners program and
the Department of Public Welfare regularly hold informational talks at provider agencies
in order to smooth the application process and teach providers how to navigate the benefit
system.
Intervention Teams
Miami, Denver, and Norfolk use variations of Crisis Intervention Teams (CITs), whereby
members of a city’s public health and safety units are trained to deal with homeless

108 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
people, often making links to various service and benefit systems. Norfolk’s Community
Service Board (CSB), a quasi-governmental agency for mental health services, does a
mental health component in Police Academy training and also works with firefighters and
paramedics to do emergency crisis pre-screening. CSB staffs its office 24 hours a day, 7
days a week in order to respond to emergency situations, sending either a “pre-screener”
or a PATH worker when fire and emergency services or the police call in a mental health
situation. If they are homeless, clients are referred to services through the agency’s
PATH Team. Another example, described at length in Chapter 5, is the use of CIT-
training as part of Miami’s Criminal Mental Health Project.
System Interaction Problems
Homelessness is a condition that transcends any one government agency or provider, and
often requires the full range of public benefits. It may be as much an issue of
employment, physical disability, mental health, substance abuse, or domestic violence as
it is an issue of housing. It therefore requires significant interaction between different
systems. Jails, for example, need to interact with shelters and service agencies; hospitals
need contact with government benefit providers, indigent care clinics, and shelters, to
ensure that those leaving institutions without a home will be able to get back on their feet.
Unfortunately, provider “silos” are a common problem in communities across the
country. In a number of the study communities, even those with exemplary systems by
most accounts, interviewees mentioned that a lack of interaction among service
providers, both public and private, continues to pose a real problem for access to
mainstream benefits. Too often, discharge planning does not include arranging for
benefits; benefits with compatible eligibility criteria do not automatically cross-refer
clients, and referrals are too often not made. For some homeless people, interaction with
one section of the mainstream benefits and homeless services system does not mean
access to any other part of the service system. Instead, providers focus on one benefit or
only a small group of benefits.
Mainstream Benefit(s) Affected
Benefits normally housed in a Department of Human Services or Social Services—GA,
TANF, food stamps, Medicaid, child care—interfaced successfully in most communities.
Bridging over to housing, disability insurance, employment, mental health, and other
benefits, however, proved difficult. Each is generally run by a different agency and often
located in separate offices.
Mechanisms for Increasing System Interaction
Smoothing Mechanisms
Fortunately, study communities have taken a number of steps to break down silo walls
and link up service systems. The majority of smoothing mechanisms designed to
overcome structural barriers use formal and informal connections among service systems.
Some are systemwide, such as the initiatives described in Chapter 5. Whether through

109 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Memorandums of Agreement or friendly conversations, systems need to establish
connections among services to address the interlocking needs of homeless people in a
timely and comprehensive way.
Informal Connections
Facilitating personal cross-agency connections is integral to an agency’s ability to
provide homeless clients with access to mainstream benefits. Some communities, like
Denver, have structured their system around creating these relationships by holding
systemwide meetings and creating cross-agency committees (see Chapter 5). Others have
fostered personal connections through targeted initiatives and events. Indeed,
interviewees in many of our communities noted that “informal collaboration has
improved in recent years,” in part due to participation in the types of initiatives
mentioned here.
Cross-system trainings are used in all study communities to forge personal relationships
among various staff as well as to educate system actors about available benefits.
For the majority of our study communities, Project Homeless Connect (PHC) serves as an
important initiative to establish cross-agency relationships and smooth access to a large
number of benefits and services. While there is some community variation on the success
of PHC and how it is run, a PHC event is essentially an annual or semi-annual forum for
displaying a city’s homeless services and other services that might benefit homeless
people, such as employment, and for establishing connections among providers and
clients. The event is generally put on by the organizing body of the city’s CoC, with help
from other various community partners and government agencies. Interviewees noted that
they rely on the event to put faces to names and create the relationships needed to make
referrals. PHCs are held in a large facility divided into different service areas. In most
communities, each homeless client attending is paired with a volunteer trained to take a
homeless individual around to the various service/benefit sections. In Denver, services
included housing, employment, medical care, VA, SSA, Resume Labs, lunch,
hairdressers, massage therapists, child care, hygiene kits, ID help, and much more.
Communities generally hold PHCs once or twice a year and invite providers under the
condition that they will provide services on the spot, so that homeless clients will walk
out having received something more than just information.
A similar initiative, called Project Stand Down, targets veteran’s services. The primary
focus of the event is on the immediate provision of needed services. However, the event
is also used as an opportunity to assist veterans in applying for VA and other mainstream
benefits.
Additional examples of relationship facilitation in the study communities include:
• Staff at numerous mainstream benefit agencies include many people who
previously worked as homeless services providers or at other mainstream benefit
agencies in the community and who maintain relationships with previous

110 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
coworkers and knowledge of agency protocols. Conversely, homeless providers
also look to hire staff with experience in mainstream benefit offices.
• A monthly Providers’ Forum in Miami offers providers an opportunity to update
one another about their programs and about developments that have occurred
since their last meeting.
• Norfolk holds monthly Healthcare for the Homeless (HCFH) meetings where
numerous informal relationships and initiatives have begun and been nurtured. As
an example, Park Place Clinic has worked out a clear referral process with the
Norfolk Hospital Emergency Room, sending homeless clients to the clinic when
they do not need emergency care. This relationship began through conversations
at the monthly HCFH meetings.
• Citrus Primary Health Care Center staff in Miami meet monthly with
representatives of the Homeless Trust and other outreach teams and prevention
staff to discuss the situations of people who are known from Homeless
Management Information Systems data to have been homeless for over 90 days,
which at the time of our site visit included 250 to 300 names. Monthly meetings
serve to improve outreach efforts and facilitate service provision for people on
agency caseloads.
• In Pittsburgh, a number of homeless service organizations’ executive directors
have formed a workgroup, using foundation funding. This group works to help
keep DHS informed of the issues facing the community’s provider agencies.
• The Albany County Coalition on Homelessness has monthly meetings to spur
provider coordination. The membership mix (both executive directors and line
staff) was noted as helpful.
• Albany’s Department of Social Services (DSS) meets monthly with shelter
providers and other community partners to facilitate resource sharing and problem
solving.
• DSS workers in Albany tour shelters as part of the city’s Homeless Awareness
month, meeting shelter staff and learning about homelessness.
• The Legal Aid Society of Northeastern New York works to build and maintain
collaborative relationships with provider organizations. These relationships are an
important factor in the organization’s success in providing legal assistance to
homeless people; the provider organizations are responsible for appropriately
screening and referring people to Legal Aid, as well as facilitating transportation
to and from appointments.

111 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Formal System Connections
In addition to the large scale initiatives mentioned in Chapter 5 and the examples of
formal outstationed and outreach agreements, many study communities have introduced
more specific initiatives that formally link service systems that handle mainstream
benefits with homeless people. Unlike the informal relationships mentioned above, these
connections are made concrete through formal agreements, ensuring greater longevity
and stability in the face of staff turnover. Examples include:
• The Denver Outreach Collaborative, described in detail in Chapters 3 and 5.
• Health Care for the Homeless Grants in Norfolk set up referral slots at the Park
Place indigent care clinic specifically for homeless people staying at the Salvation
Army.
• ACCESS Housing (a permanent supporting housing [PSH] program for people
with HIV/AIDS in Norfolk) uses Ryan White funds to support services at
Norfolk’s Community Service Board for mental health services. This funding
stream enables immediate admittance for ACCESS clients, circumventing the
waiting list.
• Harbor House in Norfolk, a rehabilitation program for homeless ex-offenders, has
a memorandum of understanding (MOU) with the Norfolk Rehabilitation Housing
Authority (NRHA) whereby NRHA considers ex-offenders coming out of the
program as sufficiently rehabilitated and eligible to receive public housing units.
• Catholic Charities, Denver Rescue Mission, Colorado Coalition for the Homeless,
the Denver Street Outreach Collaborative, DHS, and other homeless providers all
set up a formal referral process to the VA for homeless veterans.
• Urban Peak, a youth provider in Denver, has a formal collaboration with the I
Street indigent care clinic, the Stout Street Clinic, and MHCD to get medical
services and Med-9 forms, the form needed for SSI applications in Colorado.
• The Workforce Center in Denver has an MOU with the Vocation Rehabilitation
Center to provide services for those who are homeless.
• The Albany DSS Adult Protective Services unit has established a discharge
protocol for homeless adults leaving medical hospital units. Hospitals coordinate
discharge with both the client and the Adult Protective Services unit.
• Miami’s extensive jail diversion programs, where both the pre- and post-booking
programs create a new route of entry to the mental health and substance abuse
service system, ensure that homeless people with serious mental illness who
would otherwise have either been arrested or remain incarcerated are instead
connected with the service system and provided with a way to avoid or leave jail,
enter housing, and get services.

112 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
• Miami’s Homeless Trust worked with mainstream service agencies for over a
year to develop a memorandum of agreement (MOA) that obligates the agencies
to work with the homeless system to address housing crises of agency clients
rather than having them fall through the cracks into homelessness. Public agency
parties to the MOA also agree to identify resources of their own that can be used
to stabilize people experiencing housing crises and prevent homelessness.
• Camillus Health Concern, a Miami-based health care program for the homeless, is
a formal partner with Dade County’s public health care delivery system, Jackson
Health System. As a result, Health Concern patients are eligible for Jackson
prescription cards, which enable them to obtain medication without a fee.
Other communities have taken on system interaction more directly, still. Exhibit 4.4,
below, describes the comprehensive approach to homeless services taken by the Norwich
Community Care Team (CCT) in New England. By setting up formalized relationships
over multiple agencies and programs under the umbrella of one team, CCT exemplifies a
coordinated community response to structural barriers, especially those concerning
system interaction.
Exhibit 4.4: Assuring Access to Care Through a Multi-Agency Team
A coordinated community response is the highest level of community organization and system
change described in Chapter 5. This example of a multi-agency team provides everything for single
homeless adults from prevention through housing placement and follow through to assure no return
to homelessness.
The Norwich Community Care Team (CCT) is recognized throughout New England as a model for wraparound
services that seek to prevent homelessness if possible, end it as quickly as possible, and assure that people,
once back in housing, do not lose it again and return to homelessness. It focuses on single homeless adults,
especially those with disabilities, who are chronically homeless. What began in 1989 as a coordinated effort of a
few agencies now involves 18 agencies and counting. The CCT’s theme is, “we need everyone; we won’t
succeed if we think ‘we-they.’” In addition to homeless service providers, state agencies (adult probation),
regional agencies (Southeast Council on Alcohol and Drug Dependence, Eastern Region Mental Health Board,
Eastern Region Service Center, Southeast Mental Health Authority), city agencies (Norwich Human Services and
Police departments), health agencies (Williams Backus Hospital, American Ambulance, and Generations Health
Clinic), and the Clergy Association participate.
A core element of the CCT is the Hospitality Center, offering daytime respite, mobile outreach, primary health
care (supplied by Generations Health Center, a federally qualified health center), evening meals (supplied by
church groups), case management, rent and security deposits for those moving into housing who need them,
focus groups, and individual counseling. City Council action provided Community Development Block Grant
funding that has enabled the Norwich CCT to hire a manager and other staff for the Hospitality Center, and also
supports the local share of Medicaid and state health insurance billing for medical services, so activities through
CCT performed by nurses, certified nurse assistants, and other medical personnel for Medicaid beneficiaries
receive significant financial support from federal and state coffers to supplement local dollars.
A mobile van from the Hospitality Center, staffed by Generations Health Clinic, offers diagnostic and treatment
services, provides medications, and facilitates applications for Supplemental Security Income (SSI) for people at
other locations. SSI/Social Security Disability Income (SSDI) Outreach, Access, and Recovery (SOAR) training
has made the application process easier and considerably more successful, and the local Social Security office is
supportive of the Norwich CCT. Because help for physical health problems is relatively easy for people to accept,
giving primary care has become a way to establish a relationship with a CCT member and provide a gateway for

113 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
further involvement and assistance with other issues.
Monthly meetings of all Norwich CCT members review activities, policies, and current caseload needs, and
develop approaches to overcome any barriers to service delivery that service staff encounter with any regularity.
They also serve as case conference/team meetings to review specific cases and take any actions needed to
assure that clients get what they need. CCT case workers help people get state General Assistance cash and
medical benefits (known as State-Administered General Assistance in Connecticut); get food stamps; apply for
SSI, SSDI, Medicaid, or Medicare as appropriate; find and move into housing; get medical, substance abuse, and
mental health treatment as needed; reconnect with family if appropriate; connect to jobs; and offer other services
as needed. In the winter months, direct care workers hold weekly meetings to address the needs of people
sleeping outside.
The CCT’s key to success has been merging case-level action with policy changes. It is essential that both case
managers and agency directors attend the CCT monthly meetings. Barriers to service receipt that case managers
encounter can be resolved by agency directors (policy changes can be made if needed, more training or shifts in
staffing can be authorized, and so on). Agency directors can work with each other to develop approaches that are
appropriate for both agencies and facilitate client access and service receipt. Agency directors can convey to
case workers changes they are considering and get feedback as to their feasibility, potential usefulness, and
modifications that will achieve the goal in the least disruptive way. Gaps in services can be discussed in the
presence of everyone who knows anything about the issue, and solutions proposed and examined jointly before
any action is taken that might ultimately have to be withdrawn.
Over the last few years 40 to 50 percent of CCT clients moved to permanent housing, where most continue to
receive supportive services. Shelter use is down, and relatively few people who received CCT assistance to
move into housing came back into shelter within the next year.
For more information, see Chapter 3 in Burt, M.R., 2008.
Conclusion
Structural barriers have an acute effect on the homeless population, especially those with
physical and mental disabilities or educational deficits. Often, homelessness exacerbates
the existing structural barriers, making the process of applying for and maintaining
benefits more difficult. Across the study communities, similar barriers exist within the
homeless population. The extent of the barriers, however, depends on the structure of
each community’s service systems and the existence of specific initiatives to improve
access.
Fortunately, through the mechanisms described above, the study communities we visited
are able to address some of the structural barriers effectively. Interviewees noted the
success of an array of mechanisms, from targeted initiatives like SOAR to systemwide
events like Project Homeless Connect, in opening up community resources for even their
hardest to serve clients. Indeed, for many program and agency staff, these mechanisms
are a necessity in linking homeless individuals and families to mainstream benefits—
without them, they note, the population would go unhelped by mainstream benefit
agencies.
Many of the above mechanisms, however, are service and staff intensive, and the shift in
the U.S. Department of Housing and Urban Development’s (HUD) focus away from
services has reduced some homeless service agencies’ ability to extend staff for special
initiatives. Others, however, are able to draw on new sources for funding or they continue
to use HUD resources for services, either taking a lower score in the Super Notice of

114 Chapter 4: Structural Barriers to Homeless People’s Access to Mainstream Benefits
Funding Availability process or, as some noted, blurring the lines between what is
considered “operations” and what is considered “services.” Still more agencies are
dipping into reserves to maintain these programs, deeming access to mainstream benefits
a necessity for their homeless clients and ultimately a cost-saving measure for their
organizations. For the latter, interviewees were unsure at the time of this study how long
they could maintain current levels of spending.

115 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
CHAPTER 5: CAPACITY BARRIERS TO HOMELESS
PEOPLE’S ACCESS TO MAINSTREAM BENEFITS
While many barriers relate to eligibility or structural issues that reduce eligible people’s
access to mainstream benefits, some relate to a fundamental problem with benefit or
service availability. These capacity barriers may stem from complete absence or
insufficient supply of a benefit or service, insufficient value of the benefit or service
when it is available, extended application or approval processes limiting the immediate
availability of benefits, or any combination of these problems. For example, General
Assistance (GA) cash benefits are completely absent in many communities; where GA is
available, it is not sufficient to purchase the basic shelter, food, and other goods that
recipients need. Food stamp benefits are available everywhere, but there is generally a
gap between the value of the benefit received and the price of the food needed to fully
meet recipients’ needs. Supplemental Security Income (SSI) also does not meet all of
recipients’ income needs, providing as it does an income level of about 75 percent of
poverty, and its approval process considerably delays its availability for people who
actually are eligible.
Mechanisms to address capacity barriers often involve increasing resources. For this
reason, they typically require more planning and consensus building than mechanisms to
address structural barriers, and are less likely to be implemented quickly and almost
never on an informal basis. At the same time, addressing capacity barriers is usually
associated with comparatively significant payoff, in terms of the number of recipients
impacted, the magnitude of the impact for each recipient, or both.
In this chapter, we review the capacity barriers our study communities reported and the
mechanisms they use to address these barriers. The capacity barriers communities
reported tended to fall into two general categories:
1. Delayed availability—Access may be delayed by waiting lists for benefits and
services that are in short supply.
2. Lack of availability—Access may be prevented, or its impact reduced, by
absence of needed benefits and services, insufficient supply, and insufficient
value of benefits and services.
Most study communities reported some mechanisms that address capacity barriers related
to individual benefits or services. Additionally, three study communities—Denver,
Miami, and Pittsburgh—have developed strategies to significantly increase the
availability of funding. These mechanisms address capacity barriers across systems,
facilitating expansion of and access to multiple benefits and services.
Some of the mechanisms identified in this chapter are also described in Chapter 4 or 6.
Mechanisms may address more than one type of barrier, and it is important that readers
reviewing the capacity barrier mechanisms in this chapter learn about all the relevant

116 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
mechanisms we encountered, even if in some cases they are also cited in other chapters.
These cases are noted in the text, and the reader is directed to the chapter containing the
more detailed description of the mechanism in question. In addition to the mechanisms
observed in the study communities, exhibits throughout this chapter offer details on
exemplary capacity-related mechanisms in communities included in other studies
sponsored by the U.S. Department of Housing and Urban Development (HUD) and by
the Substance Abuse and Mental Health Services Administration (SAMHSA).
Delayed Availability
The communities we visited reported multiple barriers related to delayed availability of
benefits and services. Waiting lists are a common approach to managing insufficient
capacity. Some communities go even farther, in the face of limited capacity, closing
waiting lists and creating lotteries to determine who will get the next available benefits.
These approaches reflect an even greater imbalance between benefit need and supply, and
are accompanied by more pronounced delays in benefit receipt for those with high lottery
numbers.
Mainstream Benefit(s) Affected
Delayed availability is a potential concern with most mainstream benefits and services,
but is encountered most often with benefits and services such as mental health and
substance abuse care, low/no-cost medical care, and subsidized housing. The application
and determination process for these resources may be relatively quick, but approved
recipients may then be required to wait until the benefit or service becomes available.
Ultimately, delays of any length constitute a barrier, as applicants’ needs for benefits and
services are often immediate.
Mechanisms to Address Delayed Availability
Changing Mechanisms
Study communities offer many examples of changing mechanisms to address delayed
access. These mechanisms reduce or eliminate delays in access by making changes in
service and benefit eligibility or to the eligibility determination process. A number of
communities used mechanisms that prioritize homeless people’s access or offer
presumptive eligibility or expedited application processing; additionally, one provider
reduced delays in housing access by becoming certified as a housing inspector.
Priority Access for Homeless People
In instances of delayed access involving waitlists or similar barriers, communities can
reduce or eliminate the delay by prioritizing homeless people’s access to the benefit or
services. As evidenced by the following examples, this type of mechanism can be applied
to a range of benefits and services.

117 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
• As described in Chapter 4, Ryan White funding offers a mechanism whereby
consumers in the Norfolk AIDS Care Center for Education and Support Services
Permanent Supportive Housing (PSH) program can bypass the waiting list for
mental health services provided by Norfolk’s Community Service Board.
• Chapter 4 also discusses the use of lottery systems to prioritize homeless
applicants’ access to Section 8 housing. Denver’s Road Home (DRH) uses such a
system, and interviewees reported high rates of access and greatly reduced wait
times as a result of this program.
Norfolk’s Family Unification Vouchers (FUVs) are set aside for homeless providers,
allowing some homeless families to skip the community’s five or more year waiting list
for Section 8. Families hoping to receive FUVs must be accepted by both the (private)
landlord and the Norfolk Redevelopment Housing Authority, and these requirements
often pose barriers themselves, in that many families do not meet eligibility standards for
Section 8, and those that do may face discrimination from landlords.
Presumptive Eligibility and Expedited Processing for Homeless Applicants
In some situations, mainstream benefit and service providers use presumptive eligibility
as a mechanism to address delayed availability. Similarly, some communities offer
expedited application processing to homeless people seeking benefits and services. This
most often occurs with welfare office benefits, particularly food stamps, but in two study
communities this approach facilitates timely access to U.S. Department of Veterans
Affairs (VA) benefits.
• As identified in Chapter 4, Pittsburgh’s Veterans’ Leadership Program has an
agreement with the VA whereby homeless veterans’ benefit applications are
expedited. The Norfolk VA has a similar policy, although it has had less impact
recently because returning Iraq and Afghanistan veterans have been given higher
priority than homeless veterans.
• Also described in more detail in Chapter 4, homeless food stamp applicants in
Miami are presumed to qualify on the basis of income; this reduces the
application burden, potentially shortening the application process. Denver,
Norfolk, and Portland also offer expedited status to homeless food stamp
applicants.
• As described in more detail in the Mechanisms to Address Delayed Availability
section below, in Norfolk, presumptive eligibility for SSI is available to homeless
people whose applications are submitted by a SSI/Social Security Disability
Income (SSDI) Outreach, Access, and Retention-trained worker.
The above examples of presumptive eligibility apply to benefits. Timely access to
mainstream services is also critical, and in some cases just as difficult to achieve. Exhibit
5.1 offers an example of the approach one state uses to reduce homeless applicants’
waiting time for mental health and substance abuse services.

118 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
Exhibit 5.1: Presumptive Eligibility for Mainstream Behavioral Health
Services
Presumptive Eligibility—the idea that outreach workers can identify and pre-approve people for
mainstream behavioral health services—is an important tool for the Hawaii Continuum of Care
system.
People with mental illness or co-occurring disorders represent a significant portion of persons who are
chronically homeless. Research tells us that many of these individuals have been in contact with
mainstream mental health or substance abuse services, but by the time people are homeless and begin to
use Continuum of Care services, that connection has been lost. Public mental health systems have eligibility
criteria, usually including the diagnosis of a major mental illness and loss of functional skills. Most systems
require a process of certifying eligibility before an individual can receive services. In the Hawaii system, as
in others, the typical path for system entry includes an assessment, a diagnostic interview with a
psychiatrist, and a referral for ongoing services. The entire process requires several appointments and the
wait for case management is typically 60 days.
The Hawaii Department of Health, Adult Mental Health Service Division (AMHD), administers the Substance
Abuse and Mental Health Services Administration’s Projects for Assistance in Transition from
Homelessness program. Program administrators realized that any delay in establishing eligibility for mental
health services constitutes a significant barrier for people who are homeless. Especially for people who are
chronically homeless, the process of waiting for appointments, enduring multiple assessments, and waiting
for assignment to a case manager often means that people drop out and never receive the services they
need.
In May 2005, AMHD issued a policy describing a presumptive eligibility process for persons who are
homeless (AMHD: Eligibility P&P #60.601). The policy clarifies that individuals who have a substantially
increased risk of homelessness or arrest are eligible to participate in the presumptive eligibility program.
The presumptive eligibility procedure short-cuts the eligibility process and allows immediate access to
mental health case management, housing, the Community Resource Fund (a fund set up to provide
resources, including start-up housing resources such as deposits), and community mental health center
services, including medications.
For more information, see Homelessness Resource Exchange (www.hudhre.info/mainstream).
Prerelease Applications and Temporary Suspension
Many mainstream benefits are not available to otherwise eligible people who are
incarcerated or hospitalized. As a result, benefits must be established or reinstated
following periods of incarceration or hospitalization. The mechanisms described in the
Chapter 4 section entitled Reinstating Benefits address structural barriers, but are also
applicable to the capacity-related barrier of delayed availability. For people returning to
the community from psychiatric institutions or jails and prisons who are very likely to be
homeless at release, pre-release applications assist with the timely receipt of a variety of
benefits. Temporary suspension of benefits also reduces access delays for multiple
benefits for those who are institutionalized or, in the case of some benefits, for those who
live in shelters. Mechanisms described in Chapter 4 and applicable here include
“pending” food stamp approval status for residents of the Miami Homeless Assistance
Centers (HACs) and eligibility-upon-release for Medicaid and food stamps for former
Florida SSI recipients who have been incarcerated for a year or more.

119 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
Provider Housing Inspection Certification
Once a public housing authority issues a housing voucher and the recipient locates an
appropriate housing unit, delays are often encountered while waiting for a housing
authority representative to inspect and approve the unit. In addition to delaying access to
housing, the wait for inspections may also deter otherwise cooperative landlords from
accepting tenants with vouchers because no rent is coming in during the interim.
Miami’s Citrus Health Network, a primary and mental health care provider that operates
both Shelter Plus Care and Housing First residential programs, has circumvented the
housing authority’s five to six week inspection time by becoming certified to perform
housing inspections.
Expanding Mechanisms
While most mechanisms used to address delayed access can be categorized as changing
mechanisms, the addition of interim coverage for people with pending applications
constitutes an expanding mechanism. Two of the communities we visited have developed
unique approaches to providing interim coverage of medical costs to Medicaid applicants,
and one offers housing and services to people with pending SSI applications.
• In Albany, people with complete Medicaid applications may request temporary
benefit cards to cover immediate health care costs. While our interviewees noted
that this process is not without its own barriers, it does offer quicker access to
critical health care coverage than would otherwise be available. Additionally,
New York’s Office of Mental Health provides Albany County’s Department of
Mental Health with a small amount of money that can be used to cover the costs
of psychiatric medications and treatment for Medicaid applicants who have not
yet been approved.
• Denver’s Department of Human Services (DHS) uses General Assistance funds to
provide prescription vouchers to homeless people whose Medicaid applications
are pending, or who require Medicaid redetermination. There is no wait time for
the vouchers and eligibility criteria are minimal.
• Aid to the Needy and Disabled is a program in Denver that provides bridge
money, paid by the state, until SSI benefits are available. Recipients must have a
completed SSI application under consideration, and also must not currently be
receiving Medicaid.
• Miami’s gap funding, described in Chapter 3, offers an important mechanism to
address the long period between submission and approval of SSI applications. In
this case, program funding is used to pay for housing and services while
consumers await determination of eligibility, and retroactive SSI benefits are later
used to reimburse the program for a significant portion of the expenses incurred
during the determination period.

120 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
• As described in Chapter 4, in Norfolk a Health Care for the Homeless grant
allows the Park Place Clinic, a federally qualified health center (FQHC), to
provide additional appointment slots for homeless people needing urgent access to
primary care.
Lack of Availability
Study communities grapple with a wide range of barriers related to lack of availability.
In some cases, such a barrier results from the complete absence of a benefit or service
that homeless people need. However, insufficient supply of these benefits or services can
also cause significant barriers, delaying access for some applicants (see previous section),
and preventing it for others. Even when services and benefits are available in sufficient
supply, they may not be of sufficient value. In such cases, those who do apply receive a
benefit or service that does not fully meet their needs. Others may choose not to apply at
all, based on word-of-mouth or other knowledge about the utility of the service or benefit.
Mainstream Benefit(s) Affected
As with delayed availability, lack of availability is often a barrier to access to most
mainstream benefits and services. Subsidized housing and reduced cost medical and
dental care are rarely available in the quantity required, given that low-income people
cannot pay market costs for these necessities. In some cases, the issue is insufficient
benefits, rather than complete lack of availability. Food stamps and Temporary
Assistance for Needy Families (TANF) fall into this category; they may be widely
available, but fall short of meeting recipients’ needs for food subsidy and income.
General Assistance is completely unavailable in many communities, and insufficient in
those communities that do offer it. Mental health and substance abuse services are rarely
available in sufficient quantities; additionally, the services that are available may not
meet consumers’ needs.
Mechanisms to Address Lack of Availability
As might be expected, many of the mechanisms that address lack of benefit or service
availability are typically expanding mechanisms, in that they add resources to increase
the availability of benefits and services. These mechanisms include increased funding to
support the expansion of a variety of services—short-term employment to provide
homeless people with an opportunity to supplement insufficient GA, TANF, or SSI
incomes; Medicaid program expansion; mental health and substance abuse service
expansion or development; development of new housing; employment training for people
leaving prison; and shelter-based daycare and educational resources for children.
Increased Funding
Many of the communities we visited were successful in obtaining funding from
nonfederal sources, including state government, local government, private foundations,
and general agency fundraising. In many cases, this funding is a generic expanding
mechanism, in that it can be used to expand the supply of any mainstream benefit or

121 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
service. In other cases, communities secured new funding for a particular benefit or
service. We also found examples of outside funding being used to expand services at the
organizational, rather than the community, level. Exhibit 5.2 describes a successful
funding expansion mechanism in Massachusetts that the state Department of Mental
Health has had at its disposal for two decades; examples from study communities follow.
Exhibit 5.2: Massachusetts Department of Mental Health’s Use of Special
State Funding to Stimulate Extensive Development of Permanent
Supportive Housing
Having state funding for mental health services for homeless people and a clear multi-year purpose
and strategy to end their homelessness can transform the community-based housing stock for
people with serious mental illness.
Preventing homelessness or ending it quickly for Massachusetts residents with serious mental illness has
been a strong element of the state Department of Mental Health’s (DMH) agenda for more than two
decades. To this end, DMH has invested heavily, both directly and indirectly, in addressing homelessness
among persons with serious mental illness. A key element in the DMH strategy has been the Special
Homeless Initiative—state funding that began in 1992 with a $1 million start-up appropriation, grew to about
$19 million by 1999, and reached about $25 million for 2008.
DMH housing coordinators work with DMH providers and state and local housing agencies to promote
housing supply efforts; increase housing subsidies to DMH clients; and assist case managers, discharge
planners, and other DMH and provider staff to help DMH clients obtain housing or housing subsidies. The
department identifies available housing resources and assists relevant agencies and providers to apply for
all federal and state homeless and non-homeless housing opportunities. Policies and protocols emphasize
the importance of housing for people with serious mental illness, adding assistance to find and keep housing
as part of the services considered essential. Training for department and contract staff stresses the
importance of housing, and that treatment cannot work if people lack stable housing.
Of Massachusetts’s 21 Continuums of Care, all but 6 have currently operating housing projects for which the
Special Homeless Initiative provides funding for supportive services. DMH has focused Initiative resources
on establishing a comprehensive DMH service capacity dedicated to this population, and using the service
funds to leverage and access transitional housing and affordable permanent housing with services, as
described below. Linkages and alliances with other departments and providers, statewide and regionally,
have been essential in developing the current level of housing. Statewide examples include: 1) an
agreement with MassHousing, the state housing finance agency, to ensures that 3 percent of all units
developed with MassHousing financing are directed to DMH and the Department of Mental Retardation to
house people with serious mental illness or mental retardation, 2) an agreement with Massachusetts
Department of Housing and Community Development to operate two rental assistance programs and one
housing development program that together house more than 1,200 DMH clients, and 3) working with 101 of
the 254 public housing authorities in the state to provide housing.
DMH’s access to substantial resources through the Homeless Initiative and other community services
initiatives has allowed it to provide services funding for many housing units to match the housing component
most commonly supplied by federal resources (primarily the U.S. Department of Housing and Urban
Development’s Support Housing Program and Section 811 programs). With the help of Homeless Initiative
funds, among others, DMH increased statewide community residential capacity from 2,746 in 1991 to 7,897
in 2006. In Metro Boston, capacity increased from 470 to 2,345 people. DMH also significantly shifted the
types of housing it offered over the same time period, changing its system from one primarily dependent on
group homes to one with mostly independent and service-supported apartment residences.
For more information, see Burt, M. R., 2007.

122 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
• As indicated in Chapter 3, Miami has clearly been very successful in gaining
resources to fund services for homeless people, including the food and beverage
tax (FBT) and state funding obtained through ongoing lobbying efforts in the state
legislature. The former provides nearly one third of the Homeless Trust’s budget,
and the latter has yielded start-up or ongoing funding for a range of programs
including the community’s pre-arrest diversion programs, the gaps program for
SSI applicants leaving the county jail, a forensic diversion unit, a high-quality
daycare program at one of the HACs, crisis stabilization beds and other supports
for people with psychiatric disabilities, and new permanent supportive housing.
Miami is also better able to draw down HUD funding as a result of the FBT; the
community receives roughly 40 percent of Florida’s HUD funds.
• Dade County’s Office of Community and Economic Development provides
homeless project set-asides using Housing Opportunities Made Equal funds and
revenues from a Dade County surtax on real estate transactions. This
arrangement has been in place since 1995, and has contributed to the production
of nearly 2,500 permanent support housing units since that time.
• Also in Miami, the Homeless Trust works with the Community Redevelopment
Authority to direct redevelopment tax revenues (tax increment financing) to
housing for homeless people. These revenues are expected to contribute to 200
new housing units per year.
• Denver offers another example of a community that has met with great success in
securing new funding. As described in Chapter 3, Denver’s 10 Year Plan (10YP)
is being implemented via a combination of government, private donor, and
foundation support. Foundations were already providing some support to the
city’s efforts to address homelessness, but agreed to increase these resources
significantly in response to the mayor’s requests for support to launch the 10YP
initiative. Denver’s Road Home allocates these funds through a competitive
process facilitated by its Resource Allocation Committee.
• Pittsburgh has been able to draw extensive support from foundations to facilitate
expansion of services. These resources primarily come from local foundations, a
number of which work closely with Allegheny County’s Department of Human
Services. DHS has a goal of developing a central repository for foundation funds.
In the meantime, such funding supports the community’s Continuum of Care
Supportive Service Fund, which DHS has been using to provide match and “gap”
funds since 2006.
• Organizations in Albany have successfully applied for New York Homeless
Housing and Assistance Program support, which provides capital funds for
emergency, transitional, and permanent supported housing. This is a competitive
funding source administered by the state Office of Temporary and Disability
Assistance. These grant applications are generally structured to fund a portion of
a project, and are initiated by the program applying for them rather than the
community as a whole.

123 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
• The Albany County Housing Trust Fund is a 10YP initiative driven in part by the
County Executive, who recognized that lack of affordable housing is a root cause
of homelessness in the community. The Fund is a co-controlled funding program
for affordable housing, which draws on money diverted from the sale of
foreclosed properties. The presence of a local housing trust fund positions the
community to leverage funding from the state and national housing trust funds.
• Administered by United Tenants (a tenants’ rights organization) and supported by
state and local funding as well as voluntary community contributions, the Albany
Community Land Trust is working to retain 20 to 25 houses and 25 rental
apartments. Marillac, one of the community’s homeless services providers, is
working with the Land Trust about the possibility of collaborating on a program
to facilitate Marillac families’ tenancy in Land Trust properties.
• In Norfolk, grant funding supports the St. Columba Medication Assistance
Program. These funds are used to pay for medication for Park Place and
Salvation Army clients, as well as transportation to and from the pharmacy for
Park Place clients. The program is heavily used—to the point that it was at risk of
exhausting its funding at the time of our site visit—and is considered an important
asset to the community’s system serving homeless people.
Medicaid Coverage Expansion
As mentioned in Chapter 3, Maine has extended its Medicaid coverage (MaineCare) to
people who do not fall into the two federally required categorical eligibility groups
(TANF and SSI recipients). People receiving MaineCare through this mechanism are
referred to as “non-cats” and do not receive the full range of services afforded to
categorically eligible people. Nevertheless, not only does non-categorical coverage
expand the availability of Medicaid for Maine residents, it also serves as a mechanism to
facilitate access to SSI and to categorical Medicaid coverage. Providers are able to use
records of services provided via non-categorical coverage to document recipients’
disabilities, thus assisting them in qualifying for SSI.
Maine’s approach offers an example of Medicaid coverage expansion through state
policy change. Such coverage expansion can also be achieved by organizational change
at the local service level. Exhibit 5.3 describes the use of federally qualified health
centers to support the expanded availability of primary care, mental health and substance
abuse care, dental services, pharmacy care, and case management for formerly homeless
people living in permanent supportive housing. FQHCs are a key component in services
for homeless people in several study communities, including Denver and Norfolk, but not
specifically as providers of supportive services for PSH tenants.

124 Chapter5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
Exhibit 5.3: The Role of Federally Qualified Health Centers (FQHCs)
as a Source of Supportive Services for Permanent Supportive Housing
(PSH) Tenants
Federally qualified health centers offer an important approach to funding supportive services for
PSH tenants.
Homeless people with major disabilities have high needs for health care and related services, but providers
in many communities have found that supportive services are the hardest aspect of their activities to fund.
State and local public agency resources are usually inadequate, already committed elsewhere, and subject
to reduction or cancellation from year to year due to budgetary fluctuations. Helping PSH tenants gain
Medicaid eligibility (usually as a consequence of a successful application for Supplemental Security Income)
is one way to access service resources that attach to the tenant, rather than to the program, and that will
continue as long as the tenant remains an SSI beneficiary. Often, however, PSH tenants need more
intensive services over a longer period of time than “regular” Medicaid will pay for.
A federally qualified health center is a type of clinic funded through the Bureau of Primary Health Care in the
U.S. Department of Health and Human Service’s Health Resources and Services Administration. It must be
located in a “medically underserved area” or serve a “medically underserved population.” Funding for new
FQHCs is highly competitive, but it is possible to bring nonprofit or public clinics into the FQHC orbit as
expansions of existing FQHCs. FQHCs must serve people of all ages, have a sliding fee scale to
accommodate people’s ability to pay, and offer a specified array of services including many that are
important to homeless people—primary and preventive care, mental health and substance abuse treatment,
dental care, case management, and pharmacy services (using drug pricing discounts available to the Public
Health Service). There is a priority on supporting FQHCs that serve chronically homeless people.
FQHCs are set up to bill Medicaid, and may establish rates that reflect the true level of care needed by the
people they serve. FQHC rates for a given service are usually considerably higher than standard Medicaid
rates (for example, if it takes an hour a visit to work with a formerly homeless person with severe psychiatric
impairment, an FQHC can use an hour and get paid for it, compared to a “regular” Medicaid rate for a
psychiatric visit that might cover only 5 or 10 minutes to renew a prescription).
The JWCH Institute in the Skid Row area of downtown Los Angeles succeeded in becoming an FQHC on its
second application, and is now a partner with a number of other health care providers in a multi-service
center serving Skid Row called the Leavey Center. It offers something that we might call the FQHC-
services-to-tenants-in-PSH model, which has the capability of becoming an important new direction in the
difficult task of finding adequate sustainable resources for the supportive services component of PSH.
By assembling many types of care under an FQHC umbrella as the Leavey Center does, it is possible to
pay for primary health, mental health, substance abuse, dental, pharmacy, and other types of care through
Medicaid. Of course, patients must be Medicaid beneficiaries for this billing to be possible, so it is very
important that procedures for submitting and approving SSI applications be as efficient and effective as
possible (see Error! Reference source not found.). FQHCs are ideally suited to provide the
documentation and case work needed for successful SSI applications, which in turn make recipients eligible
for Medicaid.
Work is under way in two other parts of Los Angeles County to build health care networks for homeless
people centered on existing FQHCs. It takes time to become an FQHC, and more time to develop the
connections to PSH tenants. But in the end, the continuing funding that results is likely to be more secure
than expecting local public agencies to come through with initial contracts and annual renewals for case
management, mental health and addictions treatment, and other aspects of support for PSH tenants.
For more information, see Chapter 3 in Burt, M.R. 2009.

Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
Mental Health and Substance Abuse Service Expansion
In the face of insufficient supply of mental health and substance abuse services, providers
and organizing entities in some communities have found the resources to expand services
or add new programs.
• In Portland, Healthcare for the Homeless increased its substance abuse services in
response to limited availability of such services in the community. The
organization is committed to providing these services, and has also applied for
SAMHSA funding to support what will be, if funded, Portland’s only Assertive
Community Treatment (ACT) team.
• Denver’s ACT initiatives will be described in Chapter 6. One of the community’s
ACT teams is funded directly through Denver’s Road Home, as are some of the
city’s substance abuse services. As noted earlier, DRH itself is funded through a
combination of public, private, and foundation money.
• In Pittsburgh, Western Psychiatric Institute recently secured funding from the
community’s Medicaid managed behavioral care entity to support expansion of
the agency’s Shelter Plus Care services by 50 family and 51 individual beds, as
well as the addition of a critical time intervention team.
New Housing Development
Given that the supply of subsidized housing is often far from sufficient, it is not
surprising that a number of the communities we visited have invested considerable effort
in developing a range of new housing resources.
• In Miami, the Homeless Trust is developing 145 PSH units for families and a
farm for employment, using recently acquired acreage on a decommissioned
airbase. The Trust officially obtained control of 84 acres on the airbase several
years ago, but was initially unable to use the property to develop permanent
housing as a result of a prohibition on using federal surplus land for this purpose.
The Homeless Trust worked with the U.S. Department of Health and Human
Services for almost three years to change these rules and expand the definition of
who could live in units on federal surplus property, and obtained approval a few
months before our August 2008 site visit. The new definitions will allow the
Homeless Trust to develop the site with multiple components, including the new
PSH units as well as a consumer-run organic farm and a farmers’ market
operation that will be designed to provide job training for residents and a
microenterprise to offset the costs of the program.
• The Homeless Trust recently launched a land-banking plan which it is using to
facilitate the development of new supportive housing units in Miami.
• Denver Rescue Mission’s Family and Senior Homeless Initiative is a unique
program that addresses the insufficient supply of rent subsidies by using local
125

126 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
congregations to mentor and fund long-term housing solutions for homeless
families. Two Rescue Mission case managers staff the program, focusing much
of their effort on taking crisis line calls and screening callers to determine
program eligibility. The program was initiated by the mayor’s office—Mayor
Hickenlooper holds an annual luncheon to encourage local churches to get
involved in the program and cover participants’ deposits and first month rents; he
also has a clergy council that oversees the program.
• As described in footnote 7 in Chapter 3, Miami’s jail diversion program has been
able to expand the availability of adequate assisted living facility (ALF) housing
by developing a set of standards for housing service and quality, and requiring
that ALFs agree to unannounced visits as a condition of remaining on the list of
facilities that will receive court referrals.
Re-entry Job Training
Two communities have responded to the insufficient availability of job training,
particularly for people who have been incarcerated, by launching unique employment
supports tailored to the needs of ex-offenders.
• Albuquerque’s Crossroads for Women spearheaded an initiative to improve job
skills and employment rates among homeless women with psychiatric disabilities
who have criminal records. While the program does not restrict its services to
homeless people, the women who access the program tend to be homeless. This
initiative involves partnerships with the state Department of Health and Office of
Vocational Rehabilitation and is now backed by a state-level memorandum of
understanding addressing the vocational rehabilitation needs of homeless ex-
offenders with psychiatric disabilities.
• In Norfolk, the Virginia Employment Commission One-Stop has partnered with
the Department of Rehabilitative Services, Norfolk Redevelopment Housing
Authority, Goodwill Industries, and two local organizations, Second Chances and
Skill Training Employment Placement Upward Progress, to provide
comprehensive reentry services to ex-offenders. While the program does not
exclusively serve homeless ex-offenders, it takes a holistic approach to the
problems ex-offenders face and addresses homelessness as one barrier to
employment. Second Chances also operates a social business enterprise called
Klean Slate that provides transitional and on the job training for program
participants.
Shelter-based Child Care and Educational Resources
Shelters and other homeless service providers in several study communities offer child
care and/or educational resources for children. In at least one case, these services remain
available to former residents who have found housing.

127 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
• The Homeless Children’s Education Fund, a Pittsburgh nonprofit, addresses the
lack of out-of-school educational resources for homeless children. The Fund was
founded and is directed by the former director of the local school intermediate
unit (a regional administrative agency for education programs). Among the
Fund’s accomplishments is creating learning centers in local homeless shelters.
In each case, the shelter provides the space and security for the program, and
agrees to take over the cost of Internet connection after the first year. All other
costs are covered by the Fund, and the resulting center is considered the property
of the shelter. The Fund has operated for nine years; it began with money from
the intermediate unit, which was donated in lieu of a retirement gift for the Fund’s
director. DHS assisted the development of the Fund by donating in-kind services,
and the director was able to generate much of the Fund’s financial resources
through his extensive community connections.
• Miami’s HACs provide daycare and after school programs for residents; these
services are also made available to people who have moved out of the facilities.
Provision of Medical and Dental Care
Several of the communities we visited have developed mechanisms to expand the
availability of medical and dental care. This involves funding care at low or no cost to
recipients, offering new care at more accessible times and locations, and developing care
that addresses gaps in existing services.
• In Miami, the Homeless Trust purchases both health care and dental services for
uninsured homeless people. Services are provided at the HACs, which offer
ambulatory care clinics staffed by Jackson Health System employees. The HACs
also provide a high volume of dental care—over 24,000 dental procedures have
been performed since 2005. Former HAC clients are linked to regular health care
through the Jackson Memorial system once they leave the HAC.
• Homeless people seeking shelter or services through the Albany Rescue Mission
have access to the facility’s regular, free health clinic, while those using Denver’s
Rescue Mission can access free medical and dental care as a result of that
organization’s partnership with two nearby providers, St. Francis and Intercity
Health Center. The service is only for those who are uninsured, and is available
on Saturdays only.
• In Denver, the Stout Street Clinic provides primary, dental, and eye care, and full
pharmacy services; these are supported by a variety of sources including the
Susan G. Komen Foundation (breast cancer screening and services), Public Health
Services Act Title X (family planning services), and tobacco tax funds.
• The Denver’s Road Home respite program is intended for persons who are
homeless, have been hospitalized, and are discharged from a hospital after
recovering from a medical illness, but are not well enough to be discharged to a
shelter or the streets. The goal of respite is to move them into permanent housing,

128 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
which is accomplished with case management assistance where needed. Program
partners are Denver Health and the Stout Street Clinic. There are 45 beds at three
different locations funded directly by DRH, not by federal, state, or city
revenues. There are no restrictions on eligibility, except that clients must be
homeless and medically needy. People stay two weeks to six months, avoiding
lengthy hospital stays or inappropriate discharge to a shelter.
Many communities have recognized that seriously ill homeless people need such respite
care programs, and HUD funding has been used to support a number of them. Denver’s
is one of the few whose funding comes from local resources. Portland, Oregon’s
Recuperation Care Program, the focus of Exhibit 5.4, differs from most respite programs
in a number of ways. First, it is funded directly by the hospitals that refer clients to it,
rather than by any type of public money, whether federal, state, or local. Second, the
agency offering it also runs housing, health, employment, addictions recovery, and other
programs. The recuperative care program is structured, through connections to all agency
components, to assure that clients have access to a wide range of services and supports
that they will need on an ongoing basis once they no longer require recuperation care. It
thus presents a very rich, as well as effective, model for communities to follow.
Exhibit 5.4: Respite Care for Seriously Ill Homeless People,
With Subsequent Links to Services and Housing
Respite care can relieve hospitals of unnecessary expense and facilitate access of very sick
homeless people to housing and ongoing supportive services.
The Recuperation Care Program (RCP) in Portland, Oregon, is a collaboration among Central City Concern
(CCC), Portland’s largest provider of supportive housing; the area’s five hospitals; and CareOregon, the
largest Medicaid managed care organization in the state. Participating hospitals, which cover most of the
program’s costs through contracts with CCC, refer homeless patients to the RCP—technically, the criterion
for referral is that the patient “lacks medically stable housing at discharge.” These are hospitalized patients
who have been treated and do not need to be in a hospital any more, but who are still too sick to be on their
own and have no home where they can be cared for until they recover. They need stable housing and
continuing medical care if they are to recuperate fully; being homeless would seriously jeopardize their
recovery, and possibly their life.
Central City Concern houses RCP clients temporarily (up to 90 days) in rooms especially equipped for
recuperative care in one of its single room occupancy buildings. Necessary health care is provided through
RCP staff and the Old Town Clinic, a federally qualified health center that CCC also runs. When RCP clients
are ready, the RCP housing coordinator helps them find housing in the community, either in CCC buildings
or with private landlords, seven of whom have agreed to work with RCP clients despite their less-than-
desirable profile as tenants. Ongoing health, mental health, and addictions services continue to be available
to former RCP participants through the Old Town Clinic. Participants are also taught how to identify their
day-to-day needs and where in the community they can turn to get those needs met.
Impact. From the hospitals’ point of view, the RCP relieves them of having to provide very
expensive, yet uncompensated, care to homeless people whose conditions no longer justify hospitalization
as medically necessary, but whom they cannot in conscience release knowing that they will return to the
streets. It is well worth their while to pay CCC to provide recuperative care. Two hospitals extended their
contracts during the RCP’s first year of operation, having used up most of their 12-month contracted
capacity within the first three to six months. For instance, the second contract with one hospital was for
$300,000, up considerably from the initial $100,000. RCP client numbers have increased from 45 in the first

129 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
year to 164 in the most recent year.
From the point of view of the RCP, as a route for homeless people with obvious health care needs to move
toward housing, the program also appears to be a success. In the first half of 2007, for instance, the RCP
served 47 individuals. As of fall 2007, RCP had resolved the health care issues of 79 percent, with some still
receiving care. Its staff had helped 13 individuals move to permanent housing, and tracks housing retention.
Others may have moved to other programs within the homeless assistance system, or to other treatment or
residential options. From July 2005 through May 2007, at discharge, 19 percent of participants went to PSH;
23 percent went to transitional housing programs; 20 percent went to stable housing placements with
significant others, family, and friends; 18 percent went to other venues including hospital readmissions,
incarceration, and being lost to follow-up; and 20 percent returned to the streets. The RCP was able to help
at least 62 percent of the people it served to leave homelessness.
For more information, see Chapter 5 in Burt, M.R. 2008.
Conclusion
The availability of resources—whether a result of state, local, or other sources’
generosity—has a major impact on communities’ ability to circumvent capacity barriers.
Miami is an excellent example—the community has clearly cultivated and now benefits
from Florida’s responsiveness to issues related to homelessness and willingness to
allocate funding to homeless initiatives, as well as from its own willingness to tax itself to
provide relevant funding. Pittsburgh benefits from a large and engaged local foundation
network. Albany’s homeless residents benefit from New York’s unusual generosity in
terms of Medicaid, GA, and state housing program funding. Denver, while not located in
a notably generous state, has been able to develop considerable resources by developing a
10YP and drawing on a diverse base of local sources to implement it.
Denver, Miami, and Pittsburgh demonstrate the kind of far-reaching results that can be
realized when organizing entities succeed in developing new resources and applying
them strategically. Generally speaking, there is nothing new about identifying the need
for expansion of resources to address unmet needs or undertaking private fundraising
efforts and lobbying local, state, and federal governments for resources. In these
communities, however, such activities have the backing of high-ranking officials, and are
supported by unusually advanced organizational structures. These characteristics set the
communities’ initiatives apart, and suggest a path that other communities may wish to
pursue.
In addition to organizing structure, the experiences of study communities overall point to
the importance of both local context (state generosity, foundation resources) and skill
(advocacy, resourcefulness). Ideally, both are present, but in reality communities may
have little control over local factors.
In thinking about access and how a community’s service capacity affects it, it is useful to
understand the difference between access and generosity. Reducing delays in getting
benefits represents an improvement in access. Figuring out how to supply more actual
resources or raise the benefit level relates to capacity and generosity, which might or
might not ripple through to access. If a community increases the value of a particular
benefit for those who get it, without making it possible for more people to get it, the

130 Chapter 5: Capacity Barriers to Homeless People’s Access to Mainstream Benefits
change reflects generosity but not increased access. If additional resources are used to
see that more people get the benefit, such as by enacting a local rent subsidy program or
expanding resources for mental health care that provide rent subsidies or mental health
care to twice as many people, then the community’s generosity has produced an access-
expanding mechanism, whether the new subsidies or mental health care provide a benefit
at a similar, higher, or lower level than the old ones do.
Of the three categories of barriers we have discussed, capacity barriers are most pertinent
to community responses to HUD’s shift of its resources toward housing rather than
service costs. This shift has had the potential to directly impact capacity of most benefits
and services used by homeless people. It follows that a community’s ability to mobilize
additional resources to support services in transitional and permanent supportive housing
relates to the degree to which the community has successfully adapted to the policy
change. For example, while Pittsburgh was certainly affected by the shift, the availability
of foundation resources was one critical factor in the community’s ability to continue to
meet the needs of its homeless residents. The Allegheny County Department of Human
Services’ structure and funding flexibility was another critical factor. Ultimately, each of
the study communities has initiated a variety of successful mechanisms to address
capacity barriers. These mechanisms range considerably in scope, and also vary
according to state and local factors. They offer a useful selection of possible approaches
for other communities interested in improving their response to capacity barriers and, by
extension, to the HUD policy shift.

131 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
CHAPTER 6: ELIGIBILITY BARRIERS TO HOMELESS PEOPLE’S
ACCESS TO MAINSTREAM BENEFITS
Eligibility barriers are restrictions excluding some homeless people from qualifying for
the mainstream benefits and services they need. Most eligibility restrictions for the major
benefits are embedded in federal policy. Such barriers are not easily influenced at the
local level, as evidenced by the limited number of relevant mechanisms observed in the
study communities. Eligibility barriers should be distinguished from both structural
barriers, which relate to problems that eligible people have accessing otherwise available
services, and capacity barriers, which relate to lack of or limited availability of services,
as well as delays in access among eligible applicants. Although the eligibility barriers
discussed below are not new to this study, the few mechanisms the study communities
have developed to address them are.
There are some areas of overlap between eligibility barriers and the remaining two barrier
categories. Eligibility expansions may also be capacity expansions (for example, funding
for gaps between existing programs or health care for people without insurance). This
approach is more feasible for local decisionmakers to implement, and we did learn of
many such mechanisms. They are discussed in Chapter 5, among other mechanisms that
improve system capacity. Additionally, we consider mechanisms that help people prove
their eligibility to be related to structural barriers, in that they do not alter or expand
eligibility policy. Study communities offered many mechanisms to facilitate proof of
eligibility, and these are discussed in Chapter 4. The focus of this chapter is exclusively
on mechanisms that alter or expand eligibility criteria, making benefits and services
available to homeless people who otherwise would have been considered ineligible.
Eligibility criteria affect the full range of mainstream benefits and services. Interviews
revealed six subcategories of eligibility barriers:
1. Criminal History—Criminal and legal problems, including previous
incarcerations and felony and misdemeanor charges, leave people ineligible for a
wide range of mainstream services.
2. Categorical Requirements—All mainstream benefits and services have
categorical requirements, such as age, disability status, and residency, that limit
the eligibility of homeless people.
3. Homelessness— A primary challenge for homeless people wanting to use
homeless-specific resources is documenting and verifying length of homelessness
to satisfy the U.S. Department of Housing and Urban Development’s (HUD)
definition of chronic homelessness.
4. Family Size/Composition—The amount and type of benefits for which people
are eligible depends on family size and composition; many benefits are not
available to single adults.

132 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
5. Mental Health and Substance Abuse—Access to mental health and substance
abuse services may be prioritized according to diagnostic criteria.
6. Health Insurance—Access to health insurance is often necessary to be eligible
for medical, mental health, and substance abuse services.
Despite the volume and variety of eligibility barriers encountered, communities reported
few mechanisms altering or expanding eligibility. As discussed above, this is likely a
result of the limited means that local decisions makers have to address federal policy.
The exception to this rule comes with eligibility barriers related to criminal history; a
number of communities described mechanisms developed in response to these barriers.
Because of the general lack and uneven distribution of mechanisms related to eligibility
barriers, the format of this chapter differs from that of the structural and capacity barriers
chapters (Chapters 4 and 5, respectively). In this chapter, we first discuss criminal
history barriers, the mainstream benefits they affect, and the mechanisms communities
use to address them. In Chapters 4 and 5 each subcategory of barriers and mechanisms is
discussed in this format. However, because of the lack of mechanisms to address the
remaining sub-categories of eligibility barriers, we will use the rest of this chapter to
simply describe the remaining eligibility barriers—and the benefits they affect—in more
detail.
Criminal History
As an eligibility barrier, criminal history encompasses all criminal and legal problems,
including both felony and misdemeanor charges, as well as previous incarcerations. Both
federal and local policies include criminal history as an exclusion criterion for some
mainstream services and benefits.
Mainstream Benefit(s) Affected
Criminal history occasionally proves to be a barrier to eligibility for a number of benefits
and services, but is most frequently a barrier to housing access. HUD regulations
preclude HUD-funded housing availability for people with felony drug offenses. Similar
or more onerous restrictions may be placed by locally sponsored housing authorities
(HAs) or other programs, and by individual landlords. In these cases, eligibility for
housing can be denied depending upon the category of offenses. In many of the study
communities, it is nearly impossible to find housing for people with arson arrests or sex
offense histories. Due to Dade County sex offender ordinances, for example, none of the
area’s assisted living facilities will accept sex offenders. Boarding homes are the only
option for people with such a history in this community. As the more stringent
restrictions originate with local HAs or other local sources, they can also be changed
locally.

133 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
Mechanisms to Address Criminal History
Study communities reported a number of mechanisms to address criminal justice-related
eligibility barriers. These fell into three categories: changes in eligibility restrictions,
homeless courts and related programs, and liaisons working between landlords and
tenants. While homeless courts help people avoid criminal charges and convictions,
study communities also employ a number of mechanisms to establish or protect eligibility
among people who already have criminal histories. As might be expected, these
mechanisms relate mostly to housing. For the most part, mechanisms that address
eligibility barriers are by definition changing mechanisms, in that they work to modify
existing policy. This is most clearly the case with the first group of mechanisms in this
section, but can also be applied to the remaining mechanisms. Housing liaisons do in fact
expand eligibility, albeit in a less formal sense, and homeless courts theoretically expand
eligibility by helping to prevent some homeless people from establishing a criminal
record.
Changes in Eligibility Restrictions
Organizations in Albuquerque and Pittsburgh have developed mechanisms to expand
eligibility for HUD-funded housing. While the Albuquerque approach was developed in
response to the local HA’s establishing more restrictive criteria, the Pittsburgh
mechanism has the capacity to expand federal eligibility criteria.
• Crossroads for Women is a provider agency within the Albuquerque Continuum
of Care system that provides housing, mental health, case management, life skills
education, and vocational assistance to women who are homeless and suffering
from mental illness and substance abuse disorders. In 2005, the Public Housing
Authority (PHA) issued new rules that prohibited housing for anyone with a
felony conviction, and eliminated exceptions based on substance abuse histories
and substance abuse recovery. This ruling affected many of the women served by
Crossroads. Therefore, Crossroads called a meeting with the PHA and was told
that the only chance for the women it served to secure housing was to file what
the HA refers to as a hopeless appeal. Crossroads now completes an appeals
packet, describing the Crossroads program; about 90 percent of the appeals are
successful—women are deemed eligible for housing assistance. To facilitate the
success of this “work around,” Crossroads simultaneously submitted a set of legal
documents that examined the new rules, and made the case that a complete and
permanent ban from public housing assistance is inconsistent with federal laws.
• In Pittsburgh, the city housing authority has been granted Moving to Work
(MTW) status. MTW is a HUD demonstration program that grants housing
authorities greater flexibility in the interest of promoting resident self-sufficiency,
improving program efficiency, or increasing housing choice (HUD, n.d.). The
Pittsburgh HA has used its MTW status to adopt a rehabilitation clause allowing
some applicants with felonies to be eligible for housing if they can demonstrate
that rehabilitation has taken place since they committed the felony.

134 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
Homeless Court
Special courts for people who are homeless may reduce barriers related to criminal
justice. For the purposes of addressing eligibility barriers related to criminal history,
such programs serve a preventative function in that they help recipients avoid
convictions. Mental health courts, substance abuse courts, and other mental health or
substance abuse jail diversion programs can serve a similar function and, while not
designed specifically to address homeless issues, may serve many homeless people.
Chapters 7 and 8 include more detailed discussion of Miami’s mental health jail diversion
programs.
The homeless court in Denver is essentially a docket in the city and county of Denver for
people experiencing homelessness. Once a month providers in the community can call
Denver’s Road Home office (DRH) with clients who are homeless and have an
outstanding warrant, meaning there are one or more offenses on record against them that
have not been settled by paid fines or completed jail time or community service. DRH
staff verify with the courts that the person qualifies for homeless court. If eligibility is
verified, the person’s case is entered on the docket; outstanding warrants are generally
vacated and fines are reduced or eliminated.
Liaisons between Landlords and Tenants
Norfolk’s Housing Broker (HB) Team, first mentioned in Chapter 5, works to expand the
number of landlords willing to house homeless clients. By providing housing expertise
and a point of contact for the landlords, the HB Team has been able to negotiate to
eliminate late fees and increase the availability of housing units. The Team has been able
to assist clients with criminal histories. Team members note, “Having a third party helps
with criminals. We call landlords, and tell them, ‘we’ve met that person.’ I’ve placed at
least three people that had felonies and had been turned down by landlords.” The HB
Team was created in response to a paucity of landlords willing to house homeless people
in an increasingly competitive private housing market.
Other Eligibility Barriers
As described earlier, the remainder of the chapter offers descriptions of the five
remaining categories of eligibility barriers, as well as the benefits and services they
affect. Study communities provided few, if any, mechanisms to address these sub-
categories of barriers, although in some cases relevant mechanisms in Chapters 7 or 8 are
referenced.
Categorical Requirements
Most, if not all, mainstream benefits have categorical requirements that limit the
eligibility of homeless people. For example, eligibility for most mainstream benefits and
services is limited to legal adults and emancipated minors. Homeless youth, therefore,
may have difficulty accessing necessary services. Categorical requirements vary across

135 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
benefits and services. Below, we describe the requirements associated with six of the
benefits and services commonly needed by homeless people.
1. Temporary Aid to Needy Families (TANF): To participate in TANF, applicants
must seek work or participate in work-readiness activities, unless they meet state
criteria for exemption from these activities. Additionally, applicants may be
required to prove that their children are attending school, that they are complying
with child support enforcement, that their children’s immunizations are current,
and they have complied with other health screening requirements (Rowe, Murphy,
and Kaminski, 2008).
2. General Assistance (GA): General Assistance programs, where available,
provide financial benefits for indigent people. These benefits provide limited
financial resources for those who are not eligible for TANF. The amount of
assistance available and the means of disbursement are determined by individual
states. Often, as in Maine, GA will pay for things like rent or utilities, sending the
money directly to the landlord or utility company, but will not give cash payments
to recipients. Some states limit GA to families, but others offer it to both families
and single adults.
3. Food stamps: To be eligible for food stamps, people must have limited income
and assets, including vehicles. Households receiving food stamps are expected to
spend about 30 percent of their income on food. For this reason, the household’s
net monthly income is multiplied by .3, and this amount is subtracted from the
maximum available benefit, which is determined by the size of the household.
With some exceptions, able bodied adults between 16 and 60 who receive food
stamps for more than three months must register for work, accept suitable
employment, and take part in an employment and training program to which they
are referred by the local office. Legal immigrants are entitled to food stamps if
they have lived in the country for five years, are receiving Supplemental Security
Income/Social Security Disability Income (SSI/SSDI), or are minors.
4. Veterans’ benefits: The U.S. Department of Veterans Affairs (VA) offers a wide
range of benefits and services including disability and pension benefits, as well as
primary care, mental health care, and substance abuse services. These benefits and
services are available to veterans and their families who meet the discharge
requirements. Most VA benefit requirements relate directly to active duty
service. For instance, having spent six months of military service for military
reserve training purposes does not count towards active duty service. However,
veterans may qualify for benefits if they were called up to active duty while
serving in the National Guard or the military reserves, completed the term for
which they were called, and were granted a discharge other than dishonorable.
Veterans discharged early for a service-connected disability are also exempt from
active duty requirements.
5. SSI/SSDI: Eligibility criteria for SSI and/or SSDI are diagnosis, duration, and
disability. All applicants must have a disability that prevents them from being

136 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
able to work. People applying on the basis of psychiatric disability must have a
qualifying DSM diagnosis. Applications must provide evidence that the diagnosis
and disability have been present for at least one year. Young adults living on their
own, people recently discharged from jail, and those without an established
history with a single provider often find it difficult to meet the diagnostic criteria.
6. Medicaid: Federal regulations governing Medicaid stipulate that eligibility is
based on receipt of TANF or SSI. Such recipients are categorically eligible—that
is, they belong to a category that makes them eligible. Many states supplement the
health coverage of other indigent people who have major disabilities or health
care needs. However, this health care coverage tends to be more restrictive than
that available to categorically eligible people.
There are few expanding mechanisms in place to address categorical requirements for
mainstream benefits and services. These include both expanding the range of people who
are eligible to receive various benefits and providing interim or alternative benefits for
those whose applications are rejected. Some relevant mechanisms, such as state-only
Medicaid for people who do not meet standard Medicaid categorical requirements, are
addressed in Chapter 8.
Homelessness
Homelessness relates to eligibility barriers in two ways. First—and primarily—homeless
people’s access to HUD-funded shelter and housing is generally dependent upon their
ability to meet the criteria of HUD’s definition of homelessness. Conversely,
homelessness itself or conditions related to homelessness may limit people’s eligibility
for other mainstream services and benefits.
A primary challenge for people in a number of the study communities is documenting
and verifying length of homelessness in order to satisfy HUD’s definition of
homelessness. For example, homeless providers in Maine indicated that, because it is a
largely rural state and most small communities do not have shelter systems, they have to
find creative ways to verify how long a person has been homeless. Further, doubling up
is very common in these areas because of the inclement weather and also because of
family connections and a tradition of helping. This poses a problem, because doubling up
is an exclusion criterion for the HUD definition of homelessness. These providers also
find that many of the organizations they work with have different definitions of
homelessness, making it more challenging for homeless people to access all of the
services they need.
Homelessness limits access to a number of different mainstream benefits and services. In
some cases, food stamps may be denied to people living in shelters if the shelters are
providing meals. Homeless people cannot apply for food stamps when they are in respite
care. The food stamp benefit is also suspended when recipients are in jail.
Study communities did not report mechanisms to directly address eligibility criteria
related to homelessness. However, Chapter 7 covers a variety of mechanisms that

137 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
prioritize homeless people’s access to the services they are eligible for according to
existing criteria.
Family Size
The type and amount of benefits for which people are eligible is typically dependent upon
family size and composition. For example, people must have a child in the household to
qualify for TANF, and must be pregnant or have a child under the age of 5 to be eligible
for the Women, Infants, and Children’s supplemental nutrition program. Additionally,
family size can prove a challenge for placing people in housing because it is often
difficult to find appropriate sized units for larger families. As with many of the eligibility
barriers, we did not encounter any mechanisms to address eligibility barriers posed by
family size in our site visits.
Mental Health and Substance Abuse
Mental health and substance abuse histories, diagnoses, or lack thereof may pose a barrier
to access to benefits and services. Access to mental health and substance abuse services
may be partly or entirely dependent on diagnosis, leaving those without a diagnosis—or
without a diagnosis recognized by relevant policy—with limited or no access to mental
health or substance abuse care. While those who do have psychiatric disabilities and
addictions may face additional challenges accessing other mainstream services as a result
of discrimination, we consider these to be structural barriers, which are covered in
Chapter 7. Study communities did not report any mechanisms to address diagnosis-
limited access to mental health care.
Substance abuse can pose another kind of barrier to TANF receipt: In 50 percent of
states, drug and alcohol screening, assessment, and treatment are required of TANF
applicants. Applicants who screen positive are referred for assessment and treatment, and
may be sanctioned if they do not comply.
Despite the lack of specific mechanisms to address eligibility barriers related to substance
abuse and mental health, it is worth noting here that Housing First approaches and other
low-demand housing models greatly reduce barriers to housing for people with long
histories of homelessness and multiple disabilities, including psychiatric disabilities and
substance abuse diagnoses. Such programs open supported, subsidized housing options
to people who may not be able to meet substance abuse abstinence or mental health
service compliance requirements of more traditional housing programs.
Health Insurance
Having adequate health insurance is critical to receiving necessary primary, behavioral
and dental health services. Low and no cost medical and dental care, if available at all,
tend not to be available in quantities that meet a community’s demands. Eligibility for
mental health and substance abuse services can be restricted based on type of health
insurance. Colorado, for example, does not allow Medicaid to fund substance abuse
treatment. Medicaid also may not cover comprehensive dental care. As noted in the

138 Chapter 6: Eligibility Barriers to Homeless People’s Access to Mainstream Benefits
Categorical Requirements section, state-only Medicaid programs—such as the
MaineCare program for people who do not meet Medicaid categorical requirements—are
relevant to eligibility issues, but are described in greater detail in Chapter 8, as
mechanisms that address lack of benefit capacity. Also relevant, and discussed in
Chapter 8, is the provision of low or no cost health care.
Conclusion
Eligibility barriers are difficult to overcome, particularly as many result from federal
policies that local decisionmakers are unlikely to be able to address. While some
communities have been able to develop innovative ways to eliminate some eligibility
barriers, such as Albuquerque’s hopeless appeal and Denver’s homeless court, most have
not. Given the difficulty and complexity of changing policy, it is not surprising that study
communities reported few mechanisms to address eligibility barriers, when compared to
the number of mechanisms to address structural barriers or capacity barriers. The
exceptions involve mechanisms that negotiate, change, or reinterpret eligibility criteria.
In the communities studied, these examples tended to respond to criminal justice
eligibility barriers.

139 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
CHAPTER 7: ANALYSIS OF THE SAMHSA HOMELESS
FAMILIES PROGRAM DATA SET
From 1999 through 2006, the Centers for Mental Health Service and Substance Abuse
Treatment within the Substance Abuse Mental Health Services Administration
(SAMHSA) of the U.S. Department of Health and Human Services funded a multi-site
study of intervention programs for homeless families headed by mothers with a substance
abuse and/or psychiatric problem. The study involved eight study sites across the country
in which data were collected from mothers participating in a target intervention and
mothers receiving services as usual, either in shelter or from another program.
One of the areas of data collection in the study involved families’ receipt of a range of
benefits and services, at baseline as well as over time. Together with a rich understanding
of the programs, as well as the characteristics of families across multiple sites, the
database from this study offers an opportunity to understand the extent to which certain
types of benefits and services are more or less accessible to families, the factors that
relate to receipt, and the extent to which families with specific needs are receiving some
level of service to address these needs. Therefore, for the current study, the following
questions were examined using the SAMHSA data base:
• What is the level of receipt of each benefit and service for this sample of families?
How does the level change over time?
• What are the individual factors and program factors (controlling for study site)
that relate to service receipt?
• What is the level of unmet need—either by self report or by independent
measures of need (for example, mental health status; substance abuse problems)
for specific types of health and related services and supports?
Through the examination of these questions, we are provided the ability to understand the
relative level of receipt of various services, the services that are most accessible by
families, and those that continue to be difficult to obtain.
With the exception of health services for children, this data set provides data on service
receipt rather than access. Despite this limitation, there are advantages in including these
findings in this report. For most services, receipt will likely be lower than access but can
provide a reasonable proxy for access. Moreover, it is likely that the difference in the
percentage of families having access to a services compared to those who actually receive
the service are similar across behavioral health services. For income and health benefits,
however, it is more likely that most families who have access to a benefit also follow
through and receive the benefit as they provide core income and health supports, and
many are linked together (for example, Medicaid and Temporary Assistance for Needy
Families [TANF]).

140 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
The focus of the target intervention in each study site was a time-limited (that is, no more
than a nine-month period of intensive services) intervention aimed at meeting the
psychiatric, substance abuse, and/or trauma services needs of homeless women with
children. The interventions were existing programs in the study site, but enhanced with
funding from the study. All target interventions were intended to be multifaceted,
involving a combination of services focused on mental health treatment, substance abuse
treatment, trauma recovery, securing and maintaining housing, parenting skills,
household and money management, and goal setting. Most of the target interventions
involved some form of intensive case management, combined with other services and
approaches (such as motivational interviewing). The remaining sites used more
comprehensive service approaches, such as multi-systemic therapy and multiple services
provided through a family health practice in a community health center.
Comparison services in most study sites referred to “services as usual”—typically
involving shelter with a combination of onsite or community services. The comparison
interventions were typically less intensive, yet also varied, representing what was
considered services as usual in that particular setting.
Some of the target interventions provided services for as little as 4 months, others up to
12 months. Our examination of the receipt of services, therefore, examines change from
baseline to three months, when most of the target intervention families were receiving the
SAMHSA services. At the 15-month interview, target intervention families were
generally no longer receiving those services.
Sample
Researchers reanalyzed data for 1,110 families from the treatment and comparison
conditions in seven study sites (see Exhibit 7.1). Data were collected on families
recruited from different portals of entry (for example, shelters, substance abuse treatment
court) who were headed by women who were at least 18 years of age, the primary
custodian of at least 1 child under the age of 16, and had experienced a level of problems
warranting a DSM-IV Axis I mental health or substance abuse diagnosis in the past year
(based on either the Mini International Neuro-psychiatric Interview or clinical interview).
Although the original study had a broad definition of current homelessness (Rog et al. in
development), the reanalysis for this study was limited to families who met the U.S.
Department of Housing and Urban Development definition of homelessness—lacking a
fixed, regular, and adequate nighttime residence. Doubled-up families or families living
in temporary situations were not included in this analysis.

Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set 141
Exhibit 7.1: Homeless Families Intervention
Study site Intervention Comparison
Phoenix, Arizona
(Randomized)
Enhanced Intensive Case Management,
Motivational Interviewing
Shelter Treatment as
Usual
Wake County,
North Carolina
Intensive Case Management
with Wrap-around Services
Traditional Case
Management with Link to
Services
Connecticut* Intensive Case Coordination Treatment as Usual
Westchester, New York
(Randomized)
Family Critical Time Intervention And Housing
Apartment Program
Shelter as Usual
Capital District,
New York
Modified Critical Time Intervention Services as Usual
St. Louis,
Missouri
Multi-dimensional Family Assistance
Outreach Intensive Case
Management
Worcester,
Massachusetts
Comprehensive Family Health Practice Treatment as Usual
*Target primarily substance abuse
As Exhibit 7.2 indicates, the homeless mothers in the sample were on average 31 years of
age and had two children. Race and ethnicity varied by study site, but across the study
sites, families were predominately families of color. Nearly half of the mothers (44
percent) lacked a high school diploma or GED, and less than a fifth (17 percent) were
employed at the time they entered the study. Less than a fifth (18 percent) were married,
though there was some variability across study sites. The composition of this sample
reflects that of the overall homeless population (Burt et al. 1999) as is displayed in the
final column of Exhibit 7.2.

Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set 142
Exhibit 7.2: Homeless Mothers: Demographic Characteristics and Family Composition
Total CDNY CT AZ MO NC WNY MA Burt et al.
n 1110 224 104 219 95 151 171 146 4,207
Average Age (SD) 30.5 (7.6) 28.3 (7.4) 32.1 (6.7) 31.3 (7.6) 32.7 (8.7) 31.1 (7.7) 31.3 (7.4) 28.5 (7.2) --
Average number of children (SD) 1.8 (1.3) 1.9 (1.2) 1.1(1.2) 2.1(1.3) 2.0 (1.4) 1.4 (1.3) 2.3 (1.2) 1.7 (1.0) --
Race (%) --
Black 50.8 57.6 45.2 21.3 83.2 81.5 63.2 19.9 43
White 35.8 33.9 39.4 59.2 21.1 13.9 25.7 46.6 38
Hispanic 21.9 18.6 25.0 28.3 3.2 2.7 28.7 38.6 15
Other 11.0 10.3 4.8 19.2 10.5 6.0 11.7 8.9 4
Education (%)
Less than high school diploma 43.6 43.8 49.0 46.6 43.2 40.1 38.6 44.5 53
High school diploma/GED 31.7 31.7 33.7 33.3 37.9 34.0 19.3 36.3 21
More than high school diploma 24.7 24.6 17.3 20.1 19.0 25.9 42.1 19.2 27
Currently employed (%) 17.4 23.2 11.5 12.3 14.7 27.2 17.0 12.3 --
Married (%) 17.8 24.6 8.7 22.4 8.4 19.6 17.5 11.7 23

143 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Data Collection
Families were recruited for the study beginning in 2001/2002 (depending on the study
site) and extending for an 18-month recruitment period. Data were collected at baseline,
and at 3, 9, and 15 months after the baseline.
For this reanalysis, 93 percent of the families have a baseline and at least one follow-up.
Sixty-eight percent have a complete 15-month data set.
The study team collected data exclusively from the mothers. Each mother participated in
an in-person interview, providing information on herself, her family, and an index child
(randomly selected from a child who lived with her or a child with whose behavior she
was highly familiar). The baseline instrument had 13 domains and a combination of
standardized and original instruments. The follow-up interviews covered the same
domains, except for background history and demographics. Exhibit 7.3 outlines the
domains covered and the instruments used.
Researchers also collected data for both the treatment interventions and the comparison
interventions. The main intervention data were collected through a one time visit to each
study site, augmented by documents and other contacts with the study site.

144 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.3: Instruments
Outcome
Domain
Instrument Measure Scoring
Mental Health
Symptoms
Brief Symptom Inventory
(Derogatis 1993; Derogatis and
Melisaratos, 1983)
Global Severity
Index
• Possible Range = 0–100,
normed at 50
• Higher scores = more
symptomatic
Mental Health
Functioning
Maternal Health - SF8 Mental
Component Summary
(Turner-Brown, Bayliss, Ware,
and Kosinski, 2003; Ware,
Kosinski, Dewey, and Gandek,
2001)
Mental
Component
Summary Scale
• Possible Range = 0–100,
normed at 50
• Higher scores = better
functioning
Drug/Alcohol
Use
Addiction Severity Index (ASI)
Composite – for both alcohol
and drug subscales (McLellan,
Kushner, Metzger, and Peters,
1992; McLellan, Luborsky,
O'Brien, and Woody, 1980)
Alcohol
Composite
Summary
Drug Composite
Summary
• Possible Range = 0–1.0
• Higher scores indicate more
substance use
Trauma
Recovery
Posttraumatic Symptom
Severity Scale (PSS) (Foa,
Cashman, Jaycox, and Perry,
1997).
Total Symptom
Severity Score
• Possible Range = 0–51
• Higher scores indicate higher
trauma symptom severity
Maternal
Health
Maternal Health SF8
(Turner-Brown, Bayliss, Ware,
and Kosinski, 2003; Ware,
Kosinski, Dewey, and Gandek,
2001)
Physical
Component
Summary Scale
• Possible Range = 0–100,
normed at 50
• Higher scores = better health
Parental
Functioning
Parent Questionnaire (adapted
from Strayhorn and Weidman,
1988 Parenting Practices
Scale)
Global Summary
Score
• Possible Range = 0–4
• Higher score = better parenting
Child
Outcomes
Child Behavior Checklist
(Achenbach and Rescorla,
2001)
Total Problems
Global T-Score
• Raw scores are
normed/converted to T-scores:
t-scores below 60 (normal
range); t-scores of 60 to 63
(borderline range); t-scores
above 63 (clinical range)
• Higher scores = more
behavioral/ emotional problems
Family
Resources
Family Resources Scale (FRS)
(Dunst and Leet, 1987)
Total Family
Resources
• Possible Range = 1–5
• Higher scores indicate more
resources
Residential
Stability
Residential Follow-Back
Calendar (New Hampshire –
Dartmouth Psychiatric
Research Center, 1995)
Percentage of
Time Living in
their Own House
or Apartment
• Possible Range = 0–100
Analysis
Basic frequencies were conducted on the level of benefit and service receipt by families
within and across the seven study sites. Frequencies were conducted on families’
baseline receipt of services; for target intervention families, this was generally within two
weeks of starting the target intervention, whereas there was a less definitive onset for
families in the “services as usual” condition. Frequencies were also conducted on service

145 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
receipt at 3- and 15-month points after the baseline for all families, to assess the extent to
which changes in receipt occurred.
Researchers conducted contrasts to assess the extent of reported “unmet need” for each
type of service, as appropriate. In addition, for certain types of services, need was
measured by an independent set of instruments and analyses were conducted to determine
the level of service receipt for families meeting high levels of need.
The study team also used logistic regression models, examining the effects of site, type of
intervention, and fidelity to program design on access to services.
Study Qualifications
In reviewing the findings, it is important to keep in mind the limitations of this analysis
and data set. Some of these limitations pertain to the data set as a whole and some
pertain to its inclusion in a study on benefit access. Overall, the data are from a subset of
homeless mothers who have experienced mental health and/or substance abuse issues
across seven different communities. Moreover, the families are participating in either a
target intervention or a comparison “services as usual” intervention. Therefore, their
rates of needs and receipt of services related to these issues, as well as related issues, are
likely to be higher than homeless families as a whole. Moreover, because they are
receiving some level of case management through their interventions at least for three
months, rates of receipt of other services also are likely to be higher than for families at
large.
In addition, there are a number of differences among the communities that are important
to consider when reviewing the averages. Although families were selected using similar
criteria across the seven sites, there were a number of significant differences among the
study populations in the different communities. In addition, communities varied in the
nature of the interventions offered, and were in states that also likely differed in the
capacity of their benefit and service programs, such as TANF.
Finally, as noted above, our findings pertain to service and benefit receipt rather than
access. These numbers provide a proxy for access, but are likely lower than the
percentages of families who actually have access to the services but choose not to
participate.
Thus, these limitations suggest restricted generalizability of the findings to homeless
families overall or to specific communities. What the data do provide is a lens into the
relative accessibility and receipt of a range of services and benefits, and opportunity to
explore factors that improve or hinder receipt.

146 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Descriptive Findings
Receipt of Benefits
What is the level of receipt of income benefits for this sample of families?
At baseline, across the seven study sites, a little over half the families reported receiving
TANF or General Assistance (GA) within the previous 30 days. This finding is
commensurate with that in the overall homeless population. Burt et al. (1991) found that
52 percent of their sample received Aid to Families with Dependent Children and 10
percent received General Assistance. In study sites where the percentage was lower, it
tended to be offset by a slightly larger proportion of families working, as well as a large
percentage of families without a source of income. Overall, approximately 8 percent were
receiving Supplemental Security Income (SSI) or Social Security Disability Income
(SSDI). This percentage is consistent with, but slightly lower, than the percentage of
homeless families (11 percent) identified as receiving SSI by Burt et al. (1999). Other
sources of income primarily included alimony, child support, family, and/or parental
contributions.
The majority of families (73 percent) received food stamps, with the highest percentages
in Massachusetts and Missouri, as compared to 71 percent of the overall homeless
population (Burt et al. 1991). For families in which the mother was pregnant or there was
at least one child under five years of age, a little more than half (54 percent) were
receiving supplemental food from the Women, Infants, and Children Program. For those
families with a target child enrolled in school, 78 percent were receiving vouchers for
free and reduced school lunches.
Families were less likely to receive subsidies for housing and daycare than other sources
of income support and benefit. Less than one fifth of the families with a child under the
age of five received daycare subsidies. This percentage varied considerably across the
study sites, with as low as 6 percent of the families in the Connecticut sample to nearly a
third of the North Carolina sample. These differences are likely due to sampling
differences across the study sites, especially in the extent to which the families were
looking for work or already working and in need of daycare.
Nearly half of the families were on the waiting list for a housing subsidy (including
nearly all of the Worcester, Massachusetts sample), but only 8 percent currently had a
subsidy. In the Worcester sample, families were in shelters that are contracted by the
state’s Department of Transitional Assistance (DTA) and were provided housing search
services through the Central Massachusetts Housing Alliance, the local agency providing
housing search and stabilization services to all homeless families through a contract with
DTA.
When all three major benefit areas are examined (TANF or SSI/SSDI, food stamps, and
housing subsidy) in combination, the data reveal, not surprisingly, that few families

147 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
received all three benefits, but the vast majority who received TANF or SSI/SSDI also
received food stamps. Over 30 percent received food stamps alone.
Benefit Receipt Over Time
Examining the level of service receipt in the cross-site sample over time indicates that the
rate of receipt of SSDI/SSI gradually increased but that the receipt of TANF/GA was less
consistent, in part reflecting the extent to which the mothers entered the work force and
perhaps in part to a reduction in the sample over time. The percentage of families
without a source of income decreased slightly over time.
Across other types of benefits, housing subsidies showed the most steady increase in rate
of receipt over the 15-month period, more than quadrupling in percentage though still
providing support to only a third of the sample, with nearly half (48 percent) on the
waitlist. Greater percentages of the sample also received daycare subsidies and school
lunch vouchers at each time point, though in more modest gains than housing subsidies.
Three fourths of the sample continued to receive food stamps after 15 months in the
study.

148 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.4: Receipt of Benefits Over 15 Months
Baseline 3 Months 15 Months
n 1110 948 810
Sources of Income in Past 30 days
Earnings 18.8 27.5 37.7
Social Security Disability Income (SSDI) 3.9 4.4 6.5
Supplemental Security Income (SSI) 4.8 6.3 7.3
SSDI and/or SSI 7.9 9.8 12.8
U.S. Department of Veterans Affairs disability
benefits or pension
0.1 0.2 0.1
Temporary Assistance for Needy Families
(TANF)/General Assistance
51.5 63.0 43.7
Unemployment compensation 3.1 3.0 2.0
Other sources 33.2 26.5 34.5
No source of income 15.1 8.0 9.3
Benefit Receipt
Food stamps 73.1 82.2 76.7
Women, Infants, and Children program
1
34.8 37.7 35.6
Vouchers for school lunches
2
54.3 61.4 63.8
Daycare subsidy
3
15.3 20.6 23.3
Housing subsidy 8.2 19.2 33.0
On waiting list for subsidy 44.6 58.7 48.1
Combinations of Benefits
TANF and food stamps 46.9 59.9 40.4
TANF, food stamps, and housing subsidy 4.2 12.9 16.1
SSDI/SSI and food stamps 5.3 7.1 9.4
SSDI/SSI, food stamps, and housing subsidy 1.1 2.3 3.6
Only food stamps 32.4 17.4 20.9
1
Sample restricted to those who are pregnant or have a child under five years of age.
2
Sample restricted to those whose target child is currently enrolled in school.
3
Sample restricted to those who have a child under five years of age.
Receipt of Health Insurance
What proportion of mothers and children have health insurance?
Most (84 percent) of the mothers had health insurance, with the vast majority receiving
Medicaid. The majority (90 percent) also had health care insurance for their children,
again primarily through Medicaid. The percentage of mothers and children receiving
Medicaid in this sample is higher than that found in the overall homeless population
(those numbers are 61 and 73 percent, respectively) (Burt et al. 1999), however, it may be
that these homeless mothers were more likely to need such services and, in turn, were
more likely to be hooked into services prior to the start of the study. State insurance was
the second most common source of insurance for children, whereas small percentages
had private insurance.

149 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
How does the level of receipt change over time?
Receipt of health care insurance, specifically Medicaid, increased for both mothers and
their children, especially from the baseline to three month timeframe. Less than 10
percent of the mothers and less than 5 percent of the children were without access to
health insurance three months following baseline.
Exhibit 7.5: Access to Health Insurance
Baseline 3 Months 15 Months
n 1110 948 810
Health Care Insurance
Any source of health care 83.9 93.6 91.1
Medicaid 78.3 87.3 81.9
Medicare 1.5 1.4 1.7
Private insurance 4.3 3.7 5.4
U.S. Department of Veterans Affairs
(VA) health care
0.4 0.4 0.5
Other insurance 2.7 2.9 2.8
Children’s Health Care Insurance
Any source of health care 89.9 96.5 95.4
Medicaid 82.3 90.4 86.4
Medicare 0.9 0.4 1.1
Private insurance 6.1 5.3 5.4
VA health care 0.2 0.2 0.4
State insurance 8.5 8.2 7.7
Other insurance 2.2 2.1 2.6
Receipt of Physical Health Services
What was the level of receipt of physical health services for mothers and their
children in this sample of families?
Over 60 percent of the mothers reported having had a physical examination in the 12
months prior to the baseline interview, with a wide range of receipt across the study sites
(the low being in Arizona). Similar percentages of the mothers reported having been seen
by a gynecologist as well. In addition, of those who reported being pregnant at the
baseline, 74 percent reported having had a prenatal visit during the pregnancy.
Similarly, for the children in the families, the majority (86 percent) had a regular doctor
and nearly 75 percent had had an exam within the past 12 months. Again, as for the
mothers, the lowest level of receipt of physical health services was in the Arizona site, at
51 percent.
Both mothers and their children had received less dental than health care over the last
year, with less than half having seen a dentist. For mothers, the lowest level of receipt by
far was in Arizona, with 18 percent of the mothers reporting they had had a dental care

150 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
visit in the last year. For children, the level of receipt was lowest in the Capital District of
New York at 30 percent.
How does the level of access change over time?
Because good access to health services is generally considered having a regular doctor
and having annual exams, the best comparison for changes in baseline receipt is receipt at
15 months (allowing for a 12 month period in which receipt is measured). For mothers,
with the exception of the rates of prenatal visits for pregnant women, the proportion
receiving physical and gynecological exams decreased over time. The dental exam rate
remained low. For children, fewer were reported to have a physical exam in the 12
months prior to the 15 month interview, though the overwhelming majority (91 percent)
of the children reportedly had a regular place of health care. This number is higher than
reported for homeless and poor children overall (see America’s Youngest Outcasts: State
Report Card on Child Homelessness, 2009). It is not clear if mothers are including
emergency clinics, other hospital clinics or mobile teams in response to this question.
The percentage is high, and reflects either a heightened access for this group due to their
engagement in services or an inflation of the responses due to referring to more
emergency venues as regular care.
Dental exam rates remained low for the target children in the study as with their mothers.
Some of the drop at 3 months must be due to the passage of time in relation to when an
annual physical or dental exam would occur, especially given that they are back to higher
levels at 15 months.
Exhibit 7.6: Receipt of Health Services
Baseline 3 Months 15 Months
n 1110 948 810
Physical Health Services
Had a dental exam w/in 12 months 37.1 17.1 30.7
Had a physical examination w/in 12 months 63.9 41.2 47.6
Seen by a gynecologist w/in 12 months 62.0 36.4 46.6
Pregnant 13.4 9.6 7.1
Had a prenatal visit during pregnancy 74.2 81.3 77.2
Children’s Physical Health Services
Had a dental exam w/in 12 months 40.1 23.9 37.3
Had a physical examination w/in 12 months 74.7 46.8 53.1
Has a regular doctor w/in 12 months 86.0 86.3 90.9
Receipt of Family Support Services
What was the level of receipt of housing, transportation, employment, parenting,
and child care for this sample of families?
Across the study sites, receipt of housing services averaged 36 percent, ranging from a
low of 1 percent in Missouri to a high of 55 percent in Massachusetts. Similarly, unmet

151 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
need for housing services averaged 43 percent, with the highest level in Missouri and the
lowest in Massachusetts. The most common services were help in accessing housing
subsidies and finding housing.
Fifty one percent of the sample received transportation services, with a little less than a
fourth (23 percent) noting an unmet need for transportation assistance.
Approximately 15 percent of the families received child care services, most commonly
help in finding child care assistance or receiving a child care subsidy. Despite the low
levels of service receipt, only 12 percent of the families reported an unmet need for child
care services. When the pool of families was narrowed to those families with children
under five, the percentage of unmet need rose to 15 percent.
Services for parents varied across the study sites, with as few as 4 percent in the
Westchester sample to nearly half (43 percent) in the Massachusetts sample. Overall, just
shy of 20 percent received at least one parenting service. Across and within each study
site, the most common service was parenting classes, followed by peer support. Twelve
percent of the families across the study sites reported unmet need for parenting services.
Finally, less than a fifth of the families (18 percent) were receiving employment services,
most commonly assistance in looking for a job and talking to someone about job training.
A fourth of the families (25 percent) reported an unmet need for employment services.
When the pool of families was narrowed to those families able to work and currently
unemployed, the percentage of unmet need rose to 39 percent.
In sum, across this range of housing and support services, the largest unmet areas of need
at baseline were for the most critical services to gain and maintain stability, with the need
for housing services topping the list at 43 percent unmet need, followed by nearly a
fourth of the sample indicating an unmet need for employment and transportation
services each.
How did the level of access change over time?
Over the course of the 15 months families were interviewed, the unmet need for housing
services decreased, despite their not receiving housing services. The decrease in unmet
need may be due in part to the increase in housing subsidies received over time.
For transportation and child care services, the level of unmet need remained relatively
constant; however, rates of service receipt dropped in both areas, especially child care
services. For parenting services, the rates of both receipt and need dropped over time.
Finally, the rate of employment service receipt at 15 months was comparable to that at
baseline, despite the decrease in unmet need. Again, as with housing, a greater
percentage of families were engaged in the work force and thus less likely to be receiving
services as well as having an unmet need for them.

152 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
In addition, families overall compared to adults have greater access to income benefits, at
least on a temporary basis, and thus have concomitant less need for employment services
and services that are required while working (such as transportation and child care).
Exhibit 7.7: Receipt of Housing Services
Baseline 3 Months 15 Months
n 1110 948 810
Receipt of Housing Services
Any housing services 36.3 32.4 20.9
Help in accessing a housing subsidy 21.7 21.4 13.8
Help finding housing 16.5 20.7 9.8
Help dealing with landlord 9.9 9.5 5.3
Help dealing with an eviction 7.2 1.2 1.9
Help maintaining utilities 8.0 4.4 5.3
Unmet need for housing services 42.6 28.4 23.8
Receipt of Transportation Services
Transportation services 51.3 45.3 35.9
Unmet need for transportation services 23.3 21.9 20.9
Receipt of Child Care Services
Any child care services 14.9 14.5 3.5
A child care subsidy 9.8 10.8 2.2
Help finding child care assistance 10.7 8.7 0.8
Help with child care transportation 6.6 4.7 1.4
Unmet need for child care services 12.3 11.0 13.2
Receipt of Parenting Services
Any parenting services 19.9 23.1 11.6
Parenting classes 15.5 15.6 7.1
Peer support on parenting 10.1 10.3 4.0
Family counseling 5.9 6.4 3.0
Other parenting services 1.4 2.3 0.8
Unmet need for parenting services 12.4 6.9 5.7
Receipt of Employment Services
Any employment services 17.5 23.1 14.4
Talked to someone about job training 11.0 15.6 8.5
Work skills and interests assessment 9.2 10.3 7.7
Help looking for a job 12.2 6.4 8.7
Training to keep a job 3.9 2.3 3.9
Other employment services 3.1 6.9 2.4
Unmet need for employment services 24.7 23.1 10.3

153 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Receipt of Mental Health and Substance Abuse Services
What was the level of receipt of mental health and substance abuse services for
mothers in this sample of families?
Across the study sites, 29 percent of the families received mental health services, with a
low of 21 percent in Westchester and a high of 43 percent in the Massachusetts study site.
Mental health counseling was the most common service received, followed by
medication, crisis services, and case management. Across the study sites, 18 percent of
the mothers reported an unmet need for mental health services.
When the mental health status of the mothers was taken into account (comprised of
mothers scoring one or more standard deviations above the GSI norm or one or more
standard deviations below the MCS norm) and service access was measured, the level of
unmet need among this group was 57 percent.
A little less than a fourth of the families in the data set were receiving substance abuse
services, but the proportion receiving a service varied greatly, in part due to variations in
need across the study sites. Connecticut, with an emphasis on recruiting families with
substance abuse problems, had the highest percentage of mothers receiving substance
abuse services at 69 percent. All other study sites had significantly lower percentages of
receipt, ranging from 12 percent to 35 percent. Within most of the study sites, outpatient
substance abuse counseling was the most common service received, followed by case
management. Self report of unmet need was low, at 5 percent across the study sites
(Arizona was an outlier at 16 percent). However, when mothers’ use of substances was
taken into account (ASI-Alcohol composite score greater than zero and ASI-Drug scores
greater than zero), the percentage of this group of families not receiving services was 14
percent.
How did the level of access change over time?
Over the course of the 15 months, the receipt of both mental health and substance abuse
services increased slightly at 3 months and returned to the baseline level of rate at 15
months. Self-reported unmet need for mental health services dropped from 18 percent to
8 percent at 3 months and stayed at that level at 15 months. For substance abuse, the self-
reported unmet need began at a low 5 percent but continued to drop at 3 and 15 months,
at just below 3 percent and 2 percent, respectively.

154 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.8: Receipt of Mental Health and Substance Abuse Services
Baseline 3 Months 15 Months
n 1110 948 810
Receipt of Mental Health (MH) Services
Any MH services 28.7 35.8 27.0
Inpatient MH treatment 3.4 2.0 2.5
Treatment for a MH crisis 15.5 17.0 10.0
MH counseling 22.8 30.1 19.5
MH medications 18.0 20.5 16.5
MH case management 14.2 20.2 10.6
Other MH services 1.2 1.3 1.3
Unmet need for MH services (self-reported) 18.4 8.2 7.8
Receipt of Substance Abuse (SA) Services
Any SA services 24.6 27.0 21.4
Inpatient SA treatment 8.5 5.9 2.8
Outpatient SA counseling 17.3 15.8 11.7
SA case management 15.7 15.9 11.0
Other SA services 2.5 1.5 1.4
Unmet need for SA services (self-reported) 5.1 2.8 1.7
Receipt of Children’s Services
What was the level of receipt of services and support for children?
A number of questions were asked about services received by the target child
19
and
whether there was unmet need for the services. As Exhibit 7.9 shows, medical services
were the most commonly received services (25 percent), in line with the high level of
receipt of physical health services noted earlier. Reported unmet need for medical
services was low at 4 percent. Dental services were the second most commonly received
services, received by 16 percent of the families across the study sites, but also reportedly
needed by 22 percent of the children. Eight percent of the target children received mental
health services, with an additional 12 percent of the children reportedly having unmet
needs. The most common mental health services received were counseling and
assessments. Less than a fifth of the children received school counseling and special
education services (16 percent and 12 percent, respectively), and unmet need was 8
percent and 5 percent, respectively. Finally, less than 1 percent of the children received
substance abuse services and less than 1 percent had unmet needs for the services.
19
The target child was randomly selected from among the children between the ages of 1.5 years and 16
years and living with the mother at the time of the baseline interview. If no children within this age range
were living with the mother, a target child was selected from among those that the mother was completely
or fairly familiar with.

155 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
How did the level of receipt change over time?
The rate of receipt for children’s services overall remained remarkably flat over the 15-
month time period. Medical service receipt increased at three months, perhaps due to
part of the study sample being in intervention programs (though most programs did not
have child specific services). However, the rate returned to the baseline level at 15
months. Self-reported unmet need for medical services remained low at 3–4 percent.
For dental services, there was a slight increase in service receipt at 3 months and 15
months, and a corresponding decrease in self-reported unmet need.
The rates of school services (special education, school counseling) stayed at level rates at
all three time points, though the level of unmet need (below 10 percent on both)
continued to decrease slightly. Rates of substance abuse service receipt and unmet need
for children were at near 0 rates. Finally, receipt of children’s mental health services
increased slightly, with a similar decrease in unmet need.
Exhibit 7.9: Change in Receipt of Children’s Services
Baseline 3 Months 15 Months
n 1110 948 810
Children’s Services
Supplemental Security Income or Social
Security Disability Income for child in past
30 days
8.3 7.7 9.4
Medical services 24.4 32.9 23.8
Unmet need for medical services 3.7 3.9 3.1
Dental services 16.1 21.0 23.3
Unmet need for dental services 22.4 16.3 13.4
Special ed services 12.1 12.5 12.4
Unmet need for special ed services 5.1 3.2 3.1
School counselor services 15.6 15.0 15.3
Unmet need for school counselor 7.5 5.4 3.1
Substance Abuse (SA) services 0.3 0.8 1.3
Unmet need for SA services 0.8 1.1 1.0
Children’s Mental Health (MH) Services
Any MH treatment 8.4 11.3 11.2
MH assessment 7.0 7.6 7.6
inpatient MH treatment 0.8 0.6 0.6
MH counseling 8.5 8.0 9.7
MH group therapy 2.5 1.6 3.0
MH services from emergency room 0.5 0.4 0.6
MH medications 3.9 3.2 4.5
Other MH services 1.2 1.1 0.8
Unmet need for MH treatment 12.0 8.1 7.1

156 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Predicting Access to Services
Target Intervention Analysis
Target Intervention Measure
The type of target intervention tested and the nature of the study design varied across the
seven study sites. Three study sites—Phoenix, Arizona; St. Louis, Missouri; and
Westchester County—randomly assigned mothers to the target intervention (TI) or
comparison intervention (CI). The other four—Connecticut; Worcester, Massachusetts;
the Capital District, New York; and Wake County, North Carolina—each used a
nonequivalent group design based on program participation in either a TI or a CI. In all
study sites, the TI involved some form of time-limited, multi-faceted intervention. Most
TIs offered some form of intensive case management, but combined that approach with
other services in various settings. Some of the TIs provided services for as short as 4
months, others up to 12 months. Three TIs incorporated more comprehensive service
approaches. TIs varied with their attention to substance abuse services, as described
more completely below under the Program Ingredients description. The CI conditions
were determined by the local study sites, and typically involved some form of “services
as usual,” involving shelter with a combination of onsite or community services.
Interpreting Odds Ratios from Logistical Regressions
We report odds ratios for logistic regression models. Odds ratios range from 0.00 to
infinity, with 1.00 as the point at which the odds are considered equal (that is, the
variable has no effect). In a logistic regression, an odds ratio greater than 1 (for example,
1.605) means the independent variable is positively associated with the dependent
variable, and the larger the odds ratio, the stronger the association. Conversely, an odds
ratio less than 1 (for example, .853) means the independent variable is negatively
associated with the dependent variable, and the smaller the odds ratio, the stronger the
association. Thus, an odds ratio of 6.00 is stronger than an odds ration of 2.00, but an
odds ratio of .200 is stronger than an odds ratio of .800.
Target Intervention Results
Logistic regression models reveal that mothers in the target intervention group had lower
odds of receiving child care services and child mental health services than mothers in the
comparison intervention. Although the result is somewhat surprising, the target
interventions generally were focused on the needs of homeless mothers, rather than their
children. It is possible that the comparison interventions in one or more sites had some
additional services for children. However, there was no effect of target intervention on
other service receipt. Service receipt did vary across the various study sites, however.
By and large, the study site by target intervention effects were not significant predictors
of service receipt, with the exception of transportation services in Missouri and child care
services in North Carolina. When examining the demographic variables, age was the
most consistent predictor of service receipt. Older mothers were less likely to receive

157 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
TANF and food stamps and to have visited a doctor in the past 12 months, but they were
more likely to receive substance abuse services and housing services, and to have
children who received child mental health services. Mothers who were employed were
less likely to receive TANF, as would be expected, and those with less than a high school
diploma or GED had lower odds of receiving employment services and child mental
health services. When examining the independent measures of need, we found that
mothers who screened positive for drugs and those who had a history of drug use
(measured by the proportion of their lives abusing drugs) were significantly more likely
to receive substance abuse services. In addition, children who screened at a clinical
mental health level of need were more likely to receive child mental health services.
Across all measures however, the strongest predictor of service receipt at three months
was receipt of those services at baseline.

158 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.10: Odds Ratios of Logistic Regression of Target Intervention on
Service Receipt at Three Months (N=844)
Temporary
Assistance for Needy
Families (TANF)
Food
Stamps
Doctor’s
Visit
Any Mental
Health (MH)
Services
Target Intervention Group 0.98 0.88 1.07 0.75
Site Control Variables
Propensity Score 0.80* 0.93 0.87 1.06
Site
1
Connecticut (CT) 0.34* 0.71 1.07 1.69
Phoenix, Arizona (AZ) 1.45 1.12 0.49* 1.11
St. Louis, Missouri (MO) 0.41* 0.64 1.71 1.91
Wake County, North Carolina (NC) 0.41* 0.41* 1.32 0.27*
Westchester, New York (WNY) 2.02 1.45 2.62** 0.83
Worcester, Massachusetts (MA) 1.33 1.29 1.12 1.86
Site * Group Interaction
CT * Treatment Group 1.87 1.00 1.24 2.05
AZ* Treatment Group 0.70 1.47 0.67 1.96
MO* Treatment Group 1.37 2.04 0.48 2.56
NC* Treatment Group 1.08 1.17 0.44 3.22
WNY * Treatment Group 1.67 1.79 1.00 1.29
MA * Treatment Group 1.24 1.10 1.67 1.97
Demographic Characteristics
Age 0.97** 0.97** 0.97** 1.02
White 0.97 0.59* 0.77 1.91***
Married 1.16 0.99 1.16 0.97
# of Children 1.12 1.15 0.87* 0.94
Education
2
Less than high school 1.06 0.97 1.20 1.17
More than high school 1.08 0.83 1.30 1.42
Employed 0.50** 0.84 1.15 0.71
Total Earnings 1.00* 1.00** 1.00 1.00
Service Receipt at Baseline
TANF 5.21***
Food Stamps 3.86***
Doctor’s Visit 1.56*
Any MH Services 6.62***
Any Substance Abuse (SA) Services
Any Housing Services
Independent Measures of Need
SF-8 Mental Health Scale 0.98
Global Severity Index 1.02
Experienced Childhood Trauma 1.52
Experienced Adult Trauma 1.12
1
The Capital District, New York (CDNY) is the omitted category.
2
High school diploma/GED is the omitted category.

159 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.10 continued
Any SA
Services
Any
Housing
Services
Any
Transpor
tation
Services
Any
Childcare
Services
Treatment Group 1.15 0.89 0.75 0.34*
Site Control Variables
Propensity Score 1.00 1.03 1.00 1.31
Site
1
CT 7.47** 0.26 1.19 0.51
AZ 4.95** 0.24** 0.92 1.42
MO 7.88** 0.41 0.58 1.00
NC 1.70 0.33* 1.23 0.20*
WNY 1.86 0.27* 0.59 0.82
MA 1.18 1.38 1.06 0.34
Site * Group Interaction
CT * Treatment Group 0.48 3.90 1.00 0.00
AZ* Treatment Group 0.28 2.39 2.19 1.73
MO* Treatment Group 0.25 2.91 5.36** 1.51
NC* Treatment Group 1.23 1.98 1.10 8.09*
WNY * Treatment Group 1.10 1.67 1.31 0.98
MA * Treatment Group 1.71 1.12 1.34 2.11
Demographic Characteristics
Age 1.04** 1.05*** 1.01 0.97
White 1.33 1.00 0.96 1.26
Married 0.76 1.24 1.22 1.03
# of Children 0.82 1.14 0.86* 1.00
Education
2
Less than high school 1.13 0.86 0.97 1.69
More than high school 1.28 0.76 1.07 1.46
Employed 0.34* 0.88 0.73 1.60
Total Earnings 1.00 1.00 1.00 1.00
Service Receipt at Baseline
TANF 2.26***
Food Stamps 3.65***
Doctor’s Visit
Any MH Services
Any SA Services 1.089***
Any Housing Services 1.43
Independent Measures of Need
Positive Alcohol Screening 1.96
Positive Drug Screening 81.27*
Proportion Adult Life Abused Alcohol 1.17
Proportion Adult Life Abused Drugs 3.35**
Ever in Jail/Prison for Conviction 0.86
1
CDNY is the omitted category.
2
High school diploma/GED is the omitted category.

160 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.10 continued
Any
Parenting
Services
Any
Employment
Services
Any Child MH
Services
Treatment Group 1.07 1.52 0.26*
Site Control Variables
Propensity Score 1.00 1.07 1.00
Site
1
CT 0.85 0.75 0.00
AZ 1.87 2.70* 0.70
MO 3.84* 1.26 0.35
NC 0.72 1.35 1.06
WNY 0.40 1.10 0.39
MA 2.25 0.91 0.52
Site * Group Interaction
CT * Treatment Group 2.12 1.09
AZ* Treatment Group 0.50 0.48 1.26
MO* Treatment Group 0.70 1.51 5.87
NC* Treatment Group 2.21 1.10 1.39
WNY * Treatment Group 1.06 0.44 2.78
MA * Treatment Group 1.39 0.68 3.22***
Demographic Characteristics
Age 1.01 1.00 1.04*
White 1.13 0.95 1.65
Married 1.00 0.67 1.95*
# of Children 0.92 0.90 1.14
Education
2
Less than high school 1.23 0.56** 0.42**
More than high school 0.76 1.08 1.03
Employed 0.71 0.64 0.50
Total Earnings 1.00 1.00 1.00
Service Receipt at Baseline
Any Transportation Services
Any Child Care Services
Any Parenting Services 3.18***
Any Employment Services 1.81**
Any Child MH Services 11.62***
Independent Measures of Need
Parenting Scale 0.87
Child MH Problems at Clinical Level 2.64***
1
CDNY is the omitted category.
2
High school diploma/GED is the omitted category.

161 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Program Ingredient Analysis
Program Ingredient Measures
The target interventions and the comparison interventions ranged in their emphasis on
mental health services, as well as other service areas, both with respect to what was
offered and the intensity with which it was provided. To describe how these various
program components or “ingredients” differ between target and comparison intervention
conditions and among the study sites, and to examine the extent to which variations in
services relate to outcomes, program level data were collected on each target and
comparison intervention. Data were collected through case studies in each project
intervention location involving site visit interviews, focus groups, and document reviews.
Transportation and Financial Services
Transportation and/or financial services offered in the intervention received a score of (1)
whereas no services provided in this area received a (0).
Health Services
Measures collected on health services included whether the intervention had designated
physical health staff members and offered health services. These measures were summed
into an ordinal measure with a range of 0–3. Sites that did not offer health services and
had no health practitioners were given a score of 0. A low (1) score was given if a
program offered health services. Medium (2) programs had only nurses on staff and
provided health services. High (3) programs had nurses and doctors onsite and provided
onsite health services.
Mental Health Services
The study assessed the presence of several mental health service ingredients, including
whether the intervention had designated mental health staff members, psychiatrist(s)
and/or psychologist(s), onsite mental health therapy/services, and mental health training
for staff. These Program Ingredient measures were summed into an ordinal measure with
a range of 0–3. Interventions scored 0 when no mental health services or training was
provided onsite. A low (1) score was given if an intervention had two or fewer of the
ingredients provided at a limited or low level. Medium (2) programs had designated
staff, training, and some level of onsite services. High (3) programs had designated staff,
training, onsite services, and some level of psychiatrist/psychologist onsite.
Substance Abuse Services
Substance abuse program ingredients included having designated substance abuse staff,
having onsite substance abuse treatment or other services, and having staff training in
substance abuse. The summary score ranges from 0–3. Programs scored 0 when none of
these components were present. A low (1) score was given if a program only had a

162 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
designated substance abuse staff and/or staff received some sort of substance abuse
training. Medium (2) programs provided limited onsite substance abuse services in
addition to having designated substance abuse staff and substance abuse training for their
staff. High (3) programs were similar to the medium program, but provided a full array
of onsite substance abuse services. When a target or comparison program had more than
one service delivery site, a program ingredients score was developed for each “sub site”
and associated with the participants in that particular sub site.
Trauma Services
Trauma program ingredients included having onsite trauma recovery services and trained
trauma services staff. The summary score ranges from 0–3. Programs scored 0 when
none of these components were present. A low (1) score was given to programs that only
had trauma-informed services. Medium (2) programs provided onsite services with a
non-TREM model. High (3) programs had onsite services with a TREM model.
Housing Services
Housing program ingredients included having a housing specialist, offering transitional
housing, providing other housing resources, and providing permanent housing resources.
The summary score ranges from 0–3. Programs scored 0 when none of these ingredients
were present. A low (1) score was assigned to programs with one of the aforementioned
components. A medium (2) score was given to programs with two services and a high
(3) score given to programs with three or more ingredients.
Parenting Services
Parenting program ingredients included offering parenting services onsite and offering
family therapy onsite. Parenting services offered in the intervention received a score of
1, whereas no services provided in this area received a 0.
Employment Services
Employment program ingredients included offering job training or employment services.
Programs without such services were given a score of 0. Programs with limited job-
related services were given a score of 1 and programs with extensive job services and/or
training programs were given a score of 2.
Children Services
Child program ingredients included offering children’s services and having a child
advocate on staff. The summary score ranges from 0–3. Programs scored 0 when none
of these components were present. A low (1) score was assigned to programs with
limited children’s services. A medium (2) score was given to programs with limited
children’s services and a child advocate on staff. A high (3) score given to programs
with extensive services and a child advocate on staff.

163 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Program Ingredient Results
Case management case load size is the only tested program ingredient that related to
differences in service receipt. Study site interventions that had case managers with
higher case loads had lower odds of families receiving physical health services, substance
abuse services, and child mental health services, yet higher odds of families receiving
housing services. The various program ingredients did not affect the likelihood of
receiving services, but there was a great deal of variation in service receipt between the
various interventions. As in previous models, younger mothers and those with fewer
children had greater odds of receiving a variety of services, including TANF and doctor’s
visits, while older mothers had greater odds of receiving substance abuse services and
housing services. Independent measures of substance abuse need and mental health need
increased the odds of substance abuse services for mothers and mental health service
receipt for children, respectively. Once again, the strongest predictor of service receipt
for most services at three months was receipt at baseline.

164 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.11: Odds Ratio of Logistic Regression of Fidelity Measures on
Service Receipt at 3 Months (N=844)
Temporary
Assistance for
Needy Families
(TANF)
Food
Stamps
Doctor’s
Visit
Any Mental
Health (MH)
Services
Program Ingredient Variables
Caseload .93 1.08 .83* 1.14
Services Offered
Transportation/Financial Services 1.05 .73
Health Services 1.02
Mental Health Services 1.43
Substance Abuse Services
Trauma Services .96
Site
1
Connecticut (CT) 0.53 .69 1.35 1.05
Phoenix, Arizona (AZ) 1.24 1.50 .51** .79
St. Louis, Missouri (MO) 0.59 .84 1.53 1.19
Wake County, North Carolina (NC) 0.46* .49 .72 .46*
Westchester, New York (WNY) 2.97** 1.66 2.83* .33
Worcester, Massachusetts (MA) 1.39 1.39 1.61 1.38
Demographic Characteristics
Age .98* .98 .98* 1.03*
White 1.06 .60* .77 1.89***
Married 1.26 .95 1.13 1.00
# of Children 1.05 1.09 .88* .93
Education
2
Less than high school 1.01 1.00 1.26 1.12
More than high school 1.07 .81 1.22 1.32
Employed .56* .91 1.22 .75
Total Earnings 1.00* 1.00** 1.00 1.00
Service Receipt at Baseline
TANF 4.75***
Food Stamps 3.62***
Doctor’s Visit 1.69**
Any MH Services 6.40***
Independent Measures of Need
SF8 Mental Health Scale .98
Global Severity Index 1.02*
Experienced Childhood Trauma 1.46
Experienced Adult Trauma 1.23
1
The Capital District, New York (CDNY) is the omitted category.
2
High school diploma/GED is the omitted category.

165 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.11 continued
Any
Substance
Abuse (SA)
Services
Any
Housing
Services
Any
Transpor
tation
Services
Any
Childcare
Services
Program Ingredient Variables
Caseload .63** 1.31* 1.15 .78
Services Offered
Substance Abuse Services .73
Trauma Services 1.51
Housing Services 1.02
Transportation/Financial Services 1.07
Site
1
Connecticut (CT) 7.76*** .58 1.06 .32
Phoenix, Arizona (AZ) 3.36* .27* 1.13 2.49*
St. Louis, Missouri (MO) 8.37*** .51 1.17 1.56
Wake County, North Carolina (NC) 4.25** .61 1.01 .84
Westchester, New York (WNY) 4.38* .29* .66 .93
Worcester, Massachusetts (MA) 2.80 1.26 1.03 .73
Demographic Characteristics
Age 1.04** 1.04** 1.01 .97
White 1.42 .99 .98 1.12
Married .79 1.14 1.26 1.04
# of Children .82 1.06 .87* 1.00
Education
2
Less than high school 1.09 .87 .98 1.75*
More than high school 1.24 .81 1.12 1.54
Employed .36** .81 .73 1.66
Total Earnings 1.00 1.00 1.00* 1.00*
Service Receipt at Baseline
Any SA Services 10.08***
Any Housing Services 1.45
Any Transportation Services 2.34***
Any Child Care Services 3.82***
Independent Measures of Need
Positive Alcohol Screening 10.18
Positive Drug Screening 105.80*
Proportion Adult Life Abused Alcohol 1.34
Proportion Adult Life Abused Drugs 2.98*
Ever in Jail/Prison for Conviction 0.88
1
CDNY is the omitted category.
2
High school diploma/GED is the omitted category.

166 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
Exhibit 7.11 continued
Any
Parenting
Services
Any
Employment
Services
Any Child MH
Services
Program Ingredient Variables
Caseload .79 1.00 .67*
Services Offered
Parenting/Family Services 1.88 1.28
Employment Services 1.29
Child Services 1.55
Site
1
Connecticut (CT) 1.15 .62 .98
Phoenix, Arizona (AZ) .93 1.39 .47
St. Louis, Missouri (MO) 3.13** 1.25 1.16
Wake County, North Carolina (NC) .45 1.25 .32
Westchester, New York (WNY) .24* .73 .58
Worcester, Massachusetts (MA) 1.91 .76 1.41
Demographic Characteristics
Age 1.01 1.01 1.04*
White 1.07 .89 1.32
Married .93 .62 2.30*
# of Children 1.00 .91 1.15
Education
2
Less than high school 1.17 .64* .43*
More than high school .74 1.12 1.04
Employed .61 .64 .41*
Total Earnings 1.00 1.00 1.00
Service Receipt at Baseline
Any Parenting Services 2.81***
Any Employment Services 1.60*
Any Child MH Services 11.56***
Independent Measures of Need
Parenting Scale .94
Child MH Problems at Clinical Level 2.65***
1
CDNY is the omitted category.
2
High school diploma/GED is the omitted category.
Summary and Conclusions
Baseline receipt of services for homeless families in the SAMHSA study sites was
highest for health insurance, physical health services for children, and food stamps—all
at levels of over 70 percent of the families. In two of these areas, food stamps and health
insurance, receipt continued to increase from baseline to the three month period. This is
not surprising as this was a time when the majority of target intervention families
(roughly half of the sample) were receiving target intervention services, and when even
many of the comparison group families were likely receiving some level of services

167 Chapter 7: Analysis of the SAMHSA Homeless Families Program Data Set
through shelters and other homeless providers. Increase in service receipt from the
baseline to the three month period was evident in most other service areas as well,
including receipt of TANF and child care vouchers, a range of family support services,
parenting services, employment services, mental health and substance abuse services for
the mother, and child care services. Housing service receipt decreased over time, but was
most likely due to the sharp and steady increase in housing subsidy receipt over the 15-
month period. Mothers’ receipt of physical health services and dental services stayed
level across the 15-month time period. Whereas receipt of physical health services was
relatively high at baseline and thus had less room to increase, receipt of dental services
was among the lowest of services and also reflected the highest amount of unmet need
among mothers and children.
The target interventions in the study sites did not predict service receipt, as one might
expect. However, when the target intervention-comparison intervention variable was
replaced by a range of program ingredients, the role of the case manager did emerge for
some services (represented by case management case load size). Study site interventions
that had case managers with lower case loads had greater odds of families receiving
physical health services, substance abuse services, and child mental health services, yet
lower odds of families receiving housing services. Because housing service receipt
decreases over time for the sample and housing subsidies increase, it is possible that case
managers with lower case loads had greater success in helping families obtain subsidies.
Other predictors of service receipt at three months related to the individual characteristics
of the families. Age of the mother was the most consistent predictor of service receipt
and varied in the direction of the relationship by service. Employment and education
related to receipt of TANF and employment services, and the receipt of substance abuse
and child mental health services were predicted by independent measures of the need for
those services. Finally, there is continuity of services, with receiving services in a
number of areas at baseline proving to be the strongest predictor of receipt of those
services at three months.
In sum, it appears that as families remain in shelters, their receipt of a range of services
generally increases over time, though the baseline level of receipt and the increase vary
by geographic area. Case managers who have the time to work with families appear to
make a difference in accessing some services, especially those that are also predicted by
independent measures of need—substance abuse and child mental health services.
Dental services is the area of unmet service need that seems to remain for almost a third
of the mothers in the sample.
These findings, unfortunately, reflect much of what we have known about the service
access and receipt of families from prior studies. Although absolute percentages may
vary, the research over time has been consistent in the services that are most difficult to
receive for example, dental services).

168 Chapter 8: Conclusions and Implications
CHAPTER 8: CONCLUSIONS AND IMPLICATIONS
This study was conducted to:
• Document the types of mechanisms that communities have developed to
maximize access to and receipt of mainstream benefits and services by homeless
families and individuals.
• Identify the effects of local realities and practices of local homeless providers and
mainstream benefit/services representatives on improved access.
• See if communities have been able to compensate for the loss of funding for
services following from the U.S. Department of Housing and Urban
Development’s (HUD) shift in priorities for Supportive Housing Program funds
toward housing-related activities, by finding service funding from other sources.
The study goals were addressed primarily through qualitative inquiry, conducting site
visits, and analyzing responses to interviews with multiple key informants in each
community. This inquiry was supplemented with analysis of existing quantitative data
from the Substance Abuse and Mental Health Services Administration (SAMHSA)
Homeless Families study, and from local and national data on people leaving HUD-
funded programs as reported to HUD on those programs’ Annual Performance Reports
(APRs).
Documenting Access Mechanisms
Most low income people face one or more barriers that hinder their ability to enroll in
benefits and services from mainstream public programs. When one is homeless, these
barriers increase. The focus of our work in this study has been on understanding the
various barriers to access faced by homeless people and identifying mechanisms that
study communities have devised to overcome them, including community organizational
structure. We identified three major categories of barriers—structural, capacity, and
eligibility barriers. Structural barriers are problems that people have accessing benefits
and services for which they are eligible. They differ from capacity barriers, which relate
to lack of or limited availability of benefits or services, and from eligibility barriers,
which restrict the types of people who qualify for mainstream benefits and services.
We found many mechanisms in study communities for overcoming barriers, and
classified them into three categories—smoothing, changing, and expanding. The most
widespread mechanisms involved smoothing—making it easier to apply for benefits or
services or more likely that an application will be accepted. Smoothing mechanisms do
not make more people eligible for a benefit or increase the supply of benefits and
services. Changing mechanisms were the least common in our study communities; these
mechanisms involve actual changes in policies or practices regarding eligibility, but do
not increase the overall supply of benefits or services. For example, two study
communities developed a mechanism to allow people with histories of felonies access to
public housing and rent subsidies, but the overall number of subsidies did not change.

Chapter 8: Conclusions and Implications 169
We found expanding mechanisms in most study communities, but with less frequency
than smoothing mechanisms because they involve commitments of new resources.
Expanding mechanisms are designed to increase the supply of supportive services and
benefits, and sometimes housing, available to homeless people.
Previous chapters organized their presentation of findings by barrier and by types of
mechanism used to overcome the barrier, but not by specific benefits or services. We
took this approach in the interest of reducing repetition, because many barriers limit
access to more than one benefit, and many access mechanisms are designed to function
for several benefits at once. Nevertheless, the reader will want to know what
communities are doing about each benefit as well as what mechanisms they use, so in this
chapter we summarize our findings by benefit or service type in Exhibit 8.1. This
organization lets the reader see which benefits are subject to widespread efforts to
improve access and which ones are less likely to be included. Exhibit 8.1 also provides a
quick overview of the type of mechanism (smoothing, changing, or expanding) that study
communities are most likely to use to improve access (second column), and the issues
that arise for particular benefits and services as communities try to put effective
mechanisms in place (third column).
One can see in Exhibit 8.1 that most study communities have created at least some access
mechanisms for the major federal entitlement programs (food stamps, Medicaid,
Supplemental Security Income/Social Security Disability Income [SSI/SSDI], and
pensions for veterans, shown in the top panel of Exhibit 8.1), and those that have General
Assistance (GA) also work to improve access to that benefit. One can also see that
smoothing mechanisms are by far the most common type, with no community succeeding
in changing eligibility criteria for these programs and only two communities achieving
some expansion of resources.
With respect to services that are not entitlements, including Temporary Assistance for
Needy Families (TANF) (second panel of Exhibit 8.1), smoothing mechanisms are still
the most common approach, but at least one study community, and often more, has been
able to change eligibility and/or expand capacity for each type, except TANF and health
and behavioral health care specifically for veterans. These expansions represent
significant new commitments of local resources, along with occasional use of state
resources. The more organized the study community—the closer its central organizing
structure comes to creating a coordinated community response—the more likely it is to
have been able to expand capacity for at least one nonentitlement service.

170 Chapter 8: Conclusions and Implications
Exhibit 8.1: Summary of Findings Related to Specific Benefits and Services
Benefit or Service Smoothing, Changing, or Expanding Mechanisms in
Study Communities
Issues
Entitlements (no cap on how many people can receive if eligible)
Food stamps SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh
(through simplified applications, waiver of face-to-face interview
requirements, expedited access, outreach, outstationing, “pending”
applications, and suspending rather than terminating benefits during
institutional stays)
Cannot change eligibility; set at federal
level. Can smooth application procedures
and facilitate acquisition of needed
documentation. Recent federal policy is
pushing streamlined procedures that
increase access
Medicaid SMOOTHING—Miami (children, through Temporary Assistance for
Needy Families [TANF] office, mentally ill offenders through
Supplemental Security Income/Social Security Disability Income
[SSI/SSDI] Outreach, Access, and, and Recovery
[SOAR]);
Portland
(specialized SSI staff, consolidated application); Denver (consolidated
application, outreach, benefit suspension for institutionalized persons);
Norfolk (Homeless Action Response Team); Albany (outreach at
hospitals); Pittsburgh (consolidated application, rapid enrollment in
medical assistance managed care program)
EXPANDING—Portland (MaineCare noncategorical eligibility); Albany
(all General Assistance [GA] recipients eligible for state-funded
Medicaid)
Cannot change eligibility for basic
program; set at federal level.
Can smooth application procedures and
acquisition of needed documentation.
Some states set up additional eligibility
categories and pay for coverage entirely
with state dollars. Among study
communities, Maine and New York do this.
Medicare No study community specifically mentioned trying to improve access to
Medicare, but SOAR and other mechanisms to improve SSI access do
the same for SSDI if it is relevant, so these mechanisms will also increase
access to Medicare for anyone eligible for SSDI.
Depends on eligibility for SSDI, which most
homeless people will not have the
employment history to qualify for, or on
age (65 and older).
SSI/SSDI SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh
(through SOAR or specialized staff in public or homeless agencies,
including significant cooperation that has been developed with local
Social Security Administration offices)
Issues same as Medicaid. SOAR and other
mechanisms make a big difference for
speed and success of SSI applications.
General Assistance SMOOTHING—Portland, Pittsburgh
EXPANDING—Denver (increased motel vouchers using General
Assistance funds)
Many states do not have General
Assistance; for those that do, eligibility
thresholds and benefit levels are very low.
Veterans’ disability benefits SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh Need honorable or general discharge,
length of service, documentation is an
issue, vets of older wars losing priority to
newer vets.
Veterans’ pension SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh
Other Benefits and Services (resources usually not sufficient to serve all eligible people)
TANF SMOOTHING—Portland, Denver, Norfolk, Pittsburgh (consolidated Eligibility, length of receipt, requirements

171 Chapter 8: Conclusions and Implications
Exhibit 8.1: Summary of Findings Related to Specific Benefits and Services
Benefit or Service Smoothing, Changing, or Expanding Mechanisms in
Study Communities
Issues
applications, language lines, computerized search for documentation) for participation, and sanctioning policy are
set at state level, with little local flexibility to
modify.
Health care SMOOTHING—All (Health Care for the Homeless [HCH]), Miami (post-
shelter linkage); Denver (priority at clinic, mobile unit); Pittsburgh and
Albuquerque (co-location)
EXPANDING—Miami (Homeless Trust purchase of health services),
Portland (MaineCare for noncategoricals); Denver (new medical
respite program)
State or local jurisdictions must commit
resources; of study communities, only
Portland (Maine) has expanded Medicaid
eligibility through state-only funding.
Mental health services
other than through
Medicaid
SMOOTHING--Miami (purchase of services); Norfolk (Projects for
Assistance in Transition from Homelessness [PATH] and Assertive
Community Treatment [ACT] teams); Albany (single point of access,
co-location); Pittsburgh (case management, provider coordination, co-
location); Albuquerque (co-location)
EXPANDING—Miami (Homeless Trust purchase of services, state and
federal grants, county funds); Denver (new ACT team); Pittsburgh
(new funds for behavioral health managed care entity)
Funding falls extremely short of need in all
study communities.
Substance abuse treatment
other than through
Medicaid
SMOOTHING--Denver (PATH, Benefit Acquisition and Retention, and
Homeless Outreach teams); Albany (single point of access);
Pittsburgh (provider coordination)
EXPANDING—Portland (HCH expansion, provider specialization);
Albuquerque (new city funding for Sobering Center/single point of entry
for substance abuse services)
Funding falls extremely short of need in all
study communities.
Federal rent subsidies or SMOOTHING—Portland, Denver, Norfolk Far too few subsidies, waiting lists are
public housing CHANGING—Pittsburgh (changed Moving to Work felony rehabilitation
clause systemwide); Albuquerque (adjusted felony rules for one
program’s clients)
extensive or closed, not all give priority to
homeless households.
State/local rent subsidies EXPANDING—Miami (for ex-offenders with mental illness); Denver
(Road Home funds); Portland (access to state subsidies); Albany (two
local housing trusts); Pittsburgh (Local Housing Options Team);
Albuquerque (city funds to support housing first program)
Shows strong local commitment, but still
too few.
Use of Community CHANGING/EXPANDING—Denver, Norfolk, Pittsburgh, Portland Rare nationally, so having four out of
Development Block Grant (similar resources from state housing authority/housing finance agency) seven study communities allocating
and Home Investment resources from these U.S. Department of
Partnership for homeless- Housing and Urban Development block
related housing grants to homeless-related residential
programs reflects the consequences of
high-level executive leadership on ending
homelessness.

Chapter 8: Conclusions and Implications 172
Exhibit 8.1: Summary of Findings Related to Specific Benefits and Services
Benefit or Service Smoothing, Changing, or Expanding Mechanisms in
Study Communities
Issues
Employment and training SMOOTHING—Denver, Norfolk
CHANGING--Albuquerque (Vocational Rehabilitation resources for
women with criminal histories)
EXPANDING—Pittsburgh (Homeless Children’s Education Fund)
Federal performance standards may
discourage some One-Stops from serving
people with disabilities; pressure for people
to be work-ready.
U.S. Department of
Veterans Affairs (VA)
health/ behavioral health
care
SMOOTHING—Denver, Miami, Portland, Norfolk, Albany, Pittsburgh Same as for VA cash benefits.

173 Chapter 8: Conclusions and Implications
Evidence of Access to Benefits
Evidence regarding connections to mainstream services and benefits is generally
incomplete. Ideally, one would want to track people as they first connect to the homeless
system and follow them through until they are stably housed either in the community or
in permanent supportive housing within the homeless system itself. One would want to
know what income sources they had when they first contacted the system, and also what
services (for example, housing stabilization, case management, mental health or
substance abuse treatment) they might be receiving. Thereafter, one would want to know
when they applied for and started receiving various cash and in-kind benefits (for
example, SSI, Medicaid, food stamps), and likewise whether and for how long they
received various supportive services. Unfortunately, none of the communities in this
study, and probably few if any in the country as a whole, collect this information.
In discussions with local officials regarding access to data from the local homeless
management information system (HMIS), we found that reports with the kind of
information we were expecting are not available. These systems are not structured to
collect or report the information that would be most useful for evaluation purposes. They
do not necessarily enter a person into the system at first contact with a homeless provider,
and some people are never entered. Information is most complete for income-related
benefits because it is required by APRs; information on services (for example, for mental
illness and substance abuse) is rarely present. Furthermore, information entered once is
not routinely updated until a person leaves a program, so communities have only very
limited information for current clients about the effectiveness of their efforts to assure
access to mainstream services and benefits, either at a single point in time or over time.
For people who stay in the system a short time, this absence of information might not be
so bad, but for people who stay for months or years, as is the case for many residents of
transitional and permanent supportive housing programs, it proved to be a significant
problem for purposes of this study.
Because no study community had the right data for assessing improved access to services
(Portland came the closest), we had to rely on information from APRs, which describe
receipt of income from mainstream benefits at program entry and program exit for people
leaving transitional and permanent supportive housing programs—often a long time after
they initially contacted the homeless system. In addition, only four study communities
(Miami, Norfolk, Pittsburgh, and Portland) were able to supply APR data.
We found evidence that individuals exiting HUD-funded programs in these four study
communities were likely to be connected to income sources (SSI/SSDI, TANF, GA, food
stamps, and employment) at rates for 2007 that exceed national rates for that year for
people leaving similar programs. Among these benefits, the highest rates of enrollment 

were for food stamps (40 percent or more in three communities). The four study
communities reported very different rates of SSI and SSDI receipt, ranging from 7 to 19
percent for SSI and from 3 to 11 percent for SSDI. For two communities, GA is at or

174 Chapter 8: Conclusions and Implications
near0 while it is at 19 and 22 percent in two others. TANF receipt ranges from 1 to 23
percent in the four study communities with data.
The higher rates of enrollment in food stamps reflect the primary reality that basic
eligibility is broadest for food stamps, and also the fact that many barriers to access have
been reduced through structural mechanisms (for example, outreach, waiver of face-to-
face meetings) described in Chapter 4. Variation in access to SSI/SSDI reflects the high
barriers to access that are more likely to have been addressed, at least in part, by whether
communities have trained staff in the SSI/SSDI Outreach, Access, and Recovery (SOAR)
model. Variation in GA reflects the fact that many states do not have GA. We may
speculate that variations in rates of access to TANF may reflect the extent to which
communities have adopted mechanisms (for example, outreach) to overcome the barriers
to this program, but they are equally likely to reflect the differential restrictiveness of
TANF eligibility and application rules set by states. Across all programs, smaller
communities, Norfolk and Portland, have much higher participation rates than the larger
communities, Miami and Pittsburgh.
Rates of enrollment in Medicaid in the four study communities do not differ from
national rates for people in similar programs. Within the four study communities these
also vary widely, ranging from 4 to 24 percent at exit from HUD programs. Again,
Norfolk and Portland have the higher rates. No data are available on rates of enrollment
in services such as primary health, mental health, or addictions care, or in life skills
development or employment supports.
In addition to the “hard” data we were able to assemble from study communities, many of
those interviewed gave their perceptions that one or another mechanism had improved
access. Examples include:
• Mainstream benefits workers at many Portland agencies who said that following
the trainings, the applications they received were more accurate and more
complete, with fewer applications from clearly ineligible people.
• Outreach workers in Denver’s Homeless Outreach Collaborative talking about
their increased ability to connect and follow through with many potential clients,
their improved success at helping those clients get benefits, and their improved
relationships with mainstream agencies, all of which contributed to Denver’s
documented reduction in street homelessness through placement in permanent
supportive housing with the cash and noncash benefits necessary to keep people
in housing.
• Testimony from many study communities that participating in SOAR training
and negotiations with Social Security Administration (SSA) offices has greatly
increased the proportion of applications for SSI/SSDI that are successful on
initial application and greatly reduced the time to decision.
• Descriptions of how Norfolk’s Department of Human Services streamlined and
rationalized the way its various programs interacted with homeless families to

175 Chapter 8: Conclusions and Implications
eliminate contradictory and counterproductive demands, and focus on ending
families’ homelessness first.
Data from the SAMHSA Homeless Families study, reviewed in Chapter 7, indicate
generally high rates of participation for study families in Medicaid and food stamps
(consistently above 70 percent) and TANF (between 44 and 63 percent), with much lower
participation in other programs.
20
Patterns of participation for all three of these welfare
programs, plus mental health and substance abuse services, were highest at the 3 month
follow-up and then dropped off by 15 months after baseline, suggesting the influence of
program help to get benefits that operated during the initial months after first program
contact. Additional influences on later participation rates may include loss of eligibility
(for example, for TANF, families may have exhausted their months of eligibility), new
episodes of homelessness that resulted in benefit termination, and stabilizing to the point
of not needing benefits any more. Some benefits that take longer to access showed a
different pattern, however, increasing steadily over the course of the study. These
included SSI and SSDI and housing and child care subsidies, all of which probably
required assistance from case managers to access, but which have extended periods of
application processing or wait listing. The only program characteristic that made a
difference to the probability of benefit receipt was case load size, with smaller case loads
generally resulting in clients being more likely to receive benefits.
21
Population Differences
The populations under study are homeless single adults and homeless families. For both
populations we sought to distinguish between access to mainstream benefits and services
for those who also have disabilities and those who do not. In general, if access to a
particular benefit or service is difficult for one population, it is difficult for all. For
example, if barriers to access to food stamps are reduced or eliminated by adopting
particular mechanisms in a community, the change should affect all populations equally.
The exceptions occur when eligibility for a particular benefit or service is restricted to
only one population or when some characteristic of the population interacts with a
barrier.
20
These enrollment rates for SAMHSA Homeless Families participants are substantially higher than the
rates for the same programs reported by the communities in the present study. Reasons include the fact that
all SAMHSA participants were family households, and thus eligible for TANF, that enrollment in food
stamps and Medicaid is usually done at the same time as TANF intake, and that average monthly TANF
caseloads were 25 percent higher in 2000 (2.2 million families), when recruitment for the Homeless
Families study was occurring, than in 2007 (1.67 million families) (accessed June 13, 2009 at
(http://www.acf.hhs.gov/programs/ofa/data-reports/caseload).
21
Data collection for the SAMHSA Homeless Families study did not include asking about the rationale
behind service delivery strategies, whether any changes had occurred during the family intake period, or
rationales for any changes that did occur. We cannot, therefore, know whether study programs thought
strategically about how case load size might affect success in helping clients access benefits, or whether
they set their case load size as a result of such thinking.

176 Chapter 8: Conclusions and Implications
Benefits that are relevant to only one population include TANF, which is restricted to
families; SSI/SSDI, which are restricted to persons with disabilities; and Medicaid, which
is restricted to persons who receive TANF or SSI unless a state has its own indigent
health insurance program. Further restrictions usually exist for each of these benefits
related to income cutoffs and, for SSI/SSDI, the extent and duration of a disability and its
type. It has historically been harder to qualify for SSI/SSDI with a mental than with a
physical disability.
Access to benefits and services interacts with a characteristic of the population in the
case of people affected by the complexity and length of applications, such as those who
have learning disabilities, limited English proficiency, poor reading and writing skills, or
serious mental illness, although there are certainly many exceptions among the disabled
and nondisabled populations alike. All other things being equal, people with these issues
will have a harder time applying for benefits, which is one reason for developing access
mechanisms to help them get to and through the process.
The structure of a community’s homeless assistance system may also affect access, if the
system puts more resources into helping one, rather than another, type of household
connect to services. For example, if a community provides central intake for currently
homeless or at risk families, with assessment, case management, short-term housing, and
other assistance to prevent or shorten the period of homelessness, but does not do so for
single adults, then household type will interact strongly with access to benefits and
services and ultimate receipt of the help a household needs.
Local Realities
We examined the independent effects that local realities and practices of local homeless
providers and mainstream benefit and service representatives have on homeless
individuals’ and families’ access to mainstream benefits and services. The entire report
has identified many of the variations among study communities that affect homeless
people’s access to mainstream services. Two major factors are the availability of
resources and the ways that communities organize themselves to address homelessness,
which of course also interact with each other, generally following the idea that a stronger
organization is able to generate more resources and develop more integrated and effective
access mechanisms.
Resources
In Chapter 5 we described the consequences of resource availability or its absence on the
ability of communities to expand program capacity in accord with documented need for
benefits or services. These resources could be available because the community is in a
generous state and local stakeholders know how to bring state resources into their
community, or they could be absent because the state is among the poorest in the country
or chooses not to support “welfare” functions. Local resources also come into play in
several study communities, in the form of a self-imposed tax in Miami and Dade County,
significant fundraising from multiple sources in Denver, strong foundation support in
Pittsburgh and Allegheny County, or sophisticated drawing down of various federal and

177 Chapter 8: Conclusions and Implications
state resources in most study communities. The experiences of study communities point
to the importance of local context (state generosity, foundation resources) and organizing
structure and skill (advocacy, resourcefulness) in developing the resources needed to
address access issues. Of course, it is not usually easy to convince decisionmakers to
commit resources to innovative approaches, so many study communities recognized the
need to collect evidence of success and use it strategically to bolster commitments of
existing resources and generate new commitments.
Organizing Structures
Most of the communities included in this study have strong central organizing structures.
The structures vary in their placement within or outside of local government,
organization, longevity, and scope, but it should be clear from the many examples
throughout this report that having such a structure is extremely helpful in promoting
improved access to mainstream benefits and services, as well as in many other ways. The
study community with the least centralized structure, Albuquerque, is also the community
in which access mechanisms are more likely to depend on informal relationships rather
than institutional commitments, and in which the community itself has been least able to
generate local resources. After discussing community responses to HUD’s shift in
funding priorities for its homeless-related resources, we return to the issue of
organizational structures to analyze their presence and the way they have been able to
affect access to mainstream resources.
Responses to Change in HUD Policy
In 2000, HUD adopted a policy of urging communities to use more of its Supportive
Housing Program (SHP) resources to fund housing-related activities and less to fund
services. HUD is the only federal agency that provides permanent supportive housing;
many federal agencies provide services. HUD had previously given discretion to
Continuums of Care (CoCs) to use HUD homeless funds on whatever mix of eligible
activities they preferred. As a result, in 2000, nearly 60 percent of HUD homeless funds
were used by communities for services such as daycare and drug treatment while the
remaining funds were used for housing. With most of HUD’s funds committed to
renewals of existing projects, there was little money available for new projects and, with
much of it going to services, little new housing was being created. Understanding this
situation, Congress directed HUD to use more of its funds to create and sustain
permanent supportive housing. In response, HUD created incentives in the Continuum of
Care competition to encourage communities to use more of its funds for housing and less
for services. It was argued that the services no longer covered by SHP funds could be
funded instead by increasing the participation of program tenants in mainstream services.
Competition rules for annual CoC funding applications also encouraged this direction.
Through this encouragement, Continuums gradually shifted their emphasis toward
creating more housing and accessing mainstream benefits programs to cover the services
that were integral parts of the programs. Today (2009), about 66 percent of HUD
competitive funding goes to housing and about 33 percent goes to services, which are
concentrated more on case management and other core services that help keep people in
housing, and less on activities that are the province of other federal agencies. This shift

178 Chapter 8: Conclusions and Implications
and increased appropriations helped create over 40,000 new permanent supportive
housing units since the new policy took effect.
Exhibit 8.2 shows how the seven communities in this study changed in response to this
policy shift. For each community, the proportion of funds allocated to housing and
services for the year 2001 and the year 2007 are shown (third panel), followed by the
change in funding for each category as a proportion of 2001 dollars (fourth panel).
Exhibit 8.2: Changes in Allocation of U.S. Department of Housing and Urban
Development Funding to Housing and Services
Funds Allocated to Housing and Services
Community
2001 2007
% Housing
Funds
% Change in
Funding
Housing Services Housing Services 2001 2007 Housing Services
Albany 1,061,768 795,433 1,696,651 644,347 57% 72% +60% -19%
Albuquerque 2,346,299 1,064,613 3,218,311 1,267,634 69% 72% +37% +19%
Metropolitan Denver 4,193,230 2,910,208 7,386,918 2,755,312 59% 73% +176% -5%
Miami-Dade County 6,963,330 6,998,459 13,061,931 10,334,852 50% 56% +187% +48%
Norfolk 1,659,439 781,477 1,667,750 761,086 68% 69% +1% -3%
Portland 832,581 558,962 1,727,027 862,360 60% 67% +207% +54%
Pittsburgh/Al. County 3,578,840 7,645,495 10,669,711 3,546,858 32% 75% +289% -54%
Four of the seven communities more than doubled their receipt of housing resources
(capital and, mostly, rent subsidies) from the SHP, and one community (Pittsburgh) came
close to tripling it, reflecting the increased resources available through the SHP thanks to
larger congressional appropriations, as well as their own success in winning those
resources through annual applications to HUD. Albany and Albuquerque also
experienced substantial increases in SHP housing resources (60 and 37 percent,
respectively). Only Norfolk remained essentially static in its SHP housing-related
funding.
The same is clearly not true for SHP services funding, as shown in the last column of
Exhibit 8.2. Services funding either increased considerably less than housing resources
as a proportion of all SHP funding, or actually declined. Some declines were very small
(3 and 5 percent for Norfolk and Denver, respectively), but Albany received 19 percent
less services funding from SHP in 2007 as it did in 2001, and Pittsburgh received less
than half the services funding in 2007 as it did in 2001. In the case of Pittsburgh, this
change appears to be linked to the very low proportion of its SHP funds that were going
to housing in 2001, and the very dramatic shift that occurred between that year and
2007—the largest shift of any study community, from 32 to 75 percent (third panel of
Exhibit 8.2).
What Exhibit 8.2 does not show, because communities could not give us complete and
reliable information about non-SHP funding for services, is the total amount of money

179 Chapter 8: Conclusions and Implications
going to services, combining SHP and non-SHP funds. Only these figures could show
the real capacity of communities to replace SHP service dollars with local funding for
services. The figures we do have suggest that one of two things may have happened:
• People in temporary housing and permanent supportive housing could be getting a
lot less by way of services in 2007 than they did in 2001, because there is less
services funding on a per-unit basis and also because there is less services funding
in an absolute sense, even if the number of housing units had not increased.
• Local resources could have been mobilized to replace the SHP funding that
shifted from services to housing, at a minimum, and to provide an equivalent or
increased level of supportive services to new housing units, at a maximum.
We know in the case of Pittsburgh that the county Department of Human Services (DHS)
was able to shift contractual resources toward compensating for the reductions in services
funding coming from HUD, and that foundation support also filled in some gaps, at least
in the short term. We just don’t know by how much, or whether the current services
funding provides equivalent supports on a per-unit basis. We know that Denver has
systematically raised money to cover the cost of services as part of implementing its Ten
Year Plan (10YP), but again we do not know exactly how much locally-raised funding is
being devoted to supportive services. We also know that some other study communities
did not have the capacity to raise or shift resources, but again we do not know the extent
of their current shortfall, nor do we know its effects.
In discussions of the change in HUD policy during site visits, community leaders
described the following:
• Some communities are able to find additional resources to support new services
(for example, Denver) or to substitute for the lost services funding (for example,
Pittsburgh, which was able to replace at least some behavioral funding through
DHS and foundation support).
• Some communities could not find additional resources and have been forced
either to cut back or to forgo needed new services.
• Some communities have not changed their allocation of SHP funds between
housing and services. Some were already devoting a high proportion of their
HUD request to housing (Norfolk, Albuquerque), some were willing to accept
the risk of a reduction in funding in the Super Notice of Funding Availability
(SuperNOFA) process, and some relabeled basic services, such as housing
stabilization, as operations funding. One interviewee who was the head of the
CoC thought there was some kind of tacit approval of this strategy from HUD
because no one was telling them that it “was wrong.”
Thus the shift in HUD policy made little effective difference in some communities, while
in others, a convergence of the HUD policy shift, perceived dependence on HUD

180 Chapter 8: Conclusions and Implications
funding, and local circumstances appears to have led to a perceptible increase in efforts to
maximize mainstream benefit access.
Of the three categories of barriers we have discussed, HUD’s shift of SHP resources
toward supporting more housing and fewer services affects capacity barriers most
strongly, by reducing resources for specific services such as mental health and addictions
treatment as well as the one-to-one supports that are needed to help people stabilize in
housing and begin the process of increasing self-sufficiency. If the reduction in service
resources on a per-person or per-unit basis also means that program staff have less time
to spend on linking clients to mainstream benefits and services, the implication is that
homeless people will get less help to overcome the widespread structural barriers
described in Chapter 4, and thus will be less likely to receive benefits and services for
which they are actually eligible. The more efficient and effective of the mechanisms
described throughout this report will become even more important.
Even the communities in this study, with their relatively strong organizing capacity, have
generally not completely replaced the service dollars that would have provided per-unit
resources equivalent to what they received from HUD in 2001. The odds are that most
other communities in the country have been about as successful as homeless people
themselves in obtaining these resources in any systematic or reliable way.
Finally, there is the issue of a community’s ability to find resources for the capital
development and especially the operating aspects of supportive housing. If a community
is able to obtain non-SHP funds to support the capital and operating costs of housing
units—as Portland does with the help of MaineHousing, the state’s housing finance
agency; Miami-Dade County does with the support of several agencies that control
housing resources; and Denver does with special fundraising—its HUD-specific portfolio
will likely tilt more heavily in the direction of services funding. It may make sense to
give these communities credit for their ability to fund housing and let them use a higher
proportion of their SHP funds for services without being penalized in the competitive
scoring of SuperNOFA applications.
Understanding the Importance of Organizing Structures
Throughout this report we have described many examples of the ways that communities
work to increase homeless people’s access to mainstream benefits and services. Can we
go farther than this—farther than a list, however long—and draw some conclusions about
likely effectiveness? We think the “four Cs” and change indicators frameworks presented
in Chapter 1 give us the tools to do so. To reiterate, the “four Cs” are communication,
coordination, collaboration, and coordinated community response. These are useful
concepts in identifying the level of organizational commitment embodied in a mechanism
to overcome barriers, with communication indicating the lowest level of commitment and
coordinated community response indicating the highest level. The change indicators are
power, money, habits, technology or skills, and ideas and values; observed changes in
these indicators can reflect that a system or set of systems has really changed in ways that
are likely to last.

181 Chapter 8: Conclusions and Implications
Using the Four Cs to Categorize Access-Improving Mechanisms
The most minimal form of facilitating homeless people’s access to mainstream benefits is
a personal relationship between one case worker and one mainstream agency staff
member. Such relationships certainly facilitate access to that mainstream agency’s
offerings for that case worker’s clients, but they usually do not survive when one of the
parties leaves his or her job, and new staff must “start from scratch,” as we heard many
times during site visits. Because this disadvantage of relying on personal relationships is
quite large, during site visits we looked for mechanisms that had more staying power—
that involved some systematic approach to improving access, often developed and
sustained by the community’s central organizing structure for ending homelessness.
Many mechanisms for improving access start by improving communication between
those who have homeless clients needing a benefit or service and those in mainstream
agencies who process applications. Arrangements such as Portland’s systematic training
programs are designed to establish and improve communication for many staff in many
agencies simultaneously, thereby greatly improving effectiveness beyond what
individuals can accomplish acting on their own. The community’s commitment to repeat
the process as often as needed addresses the issue of staff turnover and expands the
communication to involve staff of both homeless-specific and mainstream agencies in
learning about each other and making accommodations to smooth the process of benefit
application and approval. The participation of mainstream and homeless agency directors
in the decision to offer these trainings, reached through a committee of Portland’s central
organizing structure, puts the weight of agency policy behind the improved
communication and coordination processes, and increases the odds that the changes will
persist even when staff turnover means that new staff will occupy the street level
positions in homeless and mainstream agencies.
Improving communication is also evident as a motivation for Project Homeless Connect
in many of our study communities. Project Homeless Connect, a one-day event that most
communities repeat once or twice a year, strives for extensive community involvement as
a way to improve community members’ understanding of homelessness and homeless
people, at the same time that it works to link homeless people to benefits, services, and a
wide variety of assistance that homeless people may not have known about or been able
to access. Central organizing structures are responsible for staging Project Homeless
Connect in most study communities.
Communication is the main level of engagement involved when homeless services
providers use legal aid agencies to help clients get benefits. Basically, the provider
knows someone who has already established communication with one or more
mainstream agencies and links clients to that person. Albany uses a legal aid agency to
help homeless clients qualify for welfare and other services; several other study
communities use legal aid primarily to handle SSI/SSDI applications, and particularly
appeals of an initial negative decision.

182 Chapter 8: Conclusions and Implications
In study communities with strong central organizing structures, regular meetings of
people engaged in similar or complementary activities also foster communication that
often leads to new or revised procedures, approaches, or even programs. Several
communities have regular meetings of outreach workers or teams that facilitate their
work beyond the level of assisting individual clients. Health care workers comprise
another group that meets regularly in some communities with resulting improvements in
service delivery. In some study communities, 10YP committees continue to play active
roles in community education and involvement and service development and delivery.
Many people attested to the beneficial effects of these regular opportunities for talking
together on their understanding of each other’s capabilities and, ultimately, on their
ability to better serve clients and connect them to benefits.
Most mechanisms reported in this study operate at least at the level of coordination,
which cannot happen until good communication has been established among all relevant
participants. All of the outreach, co-location, and outstationing mechanisms described in
earlier chapters involve coordination between at least two agencies; often more agencies
are involved. Multi-agency teams and multi-service centers represent coordination to the
extent that they facilitate access to benefits and services that each agency offers but do
not change basic things about their own agency such as eligibility, duration of benefits,
what benefits will cover, and the like. Albuquerque’s St. Martin’s Hospitality Center,
Albany’s Sheridan Hollow Drop-In Center, Denver’s St. Francis House, Portland’s
Preble Street Drop-In Center, and Miami’s Homeless Assistance Centers are examples of
co-location and outstationing. St. Martin’s Hospitality Center and several Pittsburgh
providers, being mental health providers as well as homeless assistance providers, are
examples of coordinated service delivery related to mental health.
The level of collaboration involves joint goal-setting, planning, and implementation by
two or more agencies that commit to adjusting their policies and practices as needed to
meet the needs of shared clients, or clients who should be shared because they need the
services of all participating agencies. At the level of two agencies, one homeless and one
mainstream, we can see the simplest form of collaboration in Albuquerque, where the
local housing authority has agreed to waive some of its restrictions related to criminal
history for clients of one agency, Crossroads, if the clients can demonstrate their
involvement in rehabilitation. A broader example on the same theme occurred in
Pittsburgh, where the housing authority agreed, under the aegis of its new Moving to
Work program, to expand eligibility for homeless people with criminal histories if they
could show their involvement in rehabilitation. The first is agency-specific and resulted
from the negotiations of two agencies; the second is communitywide and resulted from
community discussions orchestrated by the central organizing structure of how to remove
specific barriers to a valuable mainstream resource for all homeless people with criminal
histories.
Most examples of collaboration in this study evolved with the support and assistance of
community organizing structures that themselves demonstrate extensive collaboration.
As the examples in Chapter 3 demonstrate, having a strong central organizing structure,
especially one with the ability to generate some of its own flexible resources, is the surest

183 Chapter 8: Conclusions and Implications
way to design, implement, and support collaborative mechanisms. Among these
mechanisms in study communities are Denver’s Homeless Outreach Collaborative,
Miami’s Criminal Mental Health Project, and Norfolk’s Homeless Action Response
Team for families.
Finally, the central organizing structures of several study communities achieve the level
that may be called a coordinated community response. Portland’s Emergency Shelter
Assessment Committee brings together all relevant players, including state and federal
agencies, to assure that the community’s homeless assistance system functions as
smoothly as possible and achieves the goals of preventing homelessness or ending it
quickly. Its two and a half decade history supports its highly cooperative way of
operating, whether the task is to identify remaining issues and gaps or implement
solutions. Miami’s Homeless Trust also benefits from a long history of
accomplishments, and recently negotiated a memorandum of agreement with many
mainstream agencies that ties them into working with the homeless system in a more
integrated way. Denver’s Road Home mobilizes housing and service resources from
many public and private sources, coordinated and facilitated by the mayor’s office, to
fulfill a highly articulate and detailed plan to end homelessness in Denver in 10 years.
All three use data strategically for feedback to improve performance and also to keep the
community informed of progress and maintain high levels of community support.
The point has already been made in Chapter 3 that a strong central organizing structure
helps move a community’s overall response to homelessness from the pre-
communication level through improving communication and coordination. These
transitions are in the service of making the real changes in the policies and operating
procedures of multiple agencies that constitute collaboration and ultimately a coordinated
community response. They are far less likely to happen in communities without a central
organizing structure or where a structure exists but it is weak and missing many
important stakeholders.
Using Change Indicators to Assess Whether a Mechanism Represents a
Real Shift in Policy and Practice
Changes in power toward the goal of ending homelessness by many means, improving
access to mainstream benefits among them, is evident in several study communities,
especially those that have come relatively recently to the ending homelessness goal. The
two best examples are the mayors of Denver and Norfolk, whose commitment has helped
create strong central organizing structures and substantial progress. Other examples of
dramatic policy changes following the commitment of people in power include:
• The restructuring of Pittsburgh’s Department of Human Services under a new
director more than a decade ago and the consequences in the department’s ability
to integrate activities across programs and to respond fruitfully to changing
circumstances.

184 Chapter 8: Conclusions and Implications
• The spread of the Crisis Intervention Team approach to policing and evolution of
the Criminal Mental Health Project that grew out of the dedication of a circuit
court judge and the support of the mayor of Dade County.
Changes in money applied to the task of improving access to mainstream services are
documented throughout this report. The investment in outreach made by the Homeless
Trust in Miami and Denver’s Road Home are obvious examples. Others include Miami’s
arrangements for assuring health care during and after a stay at a Homeless Assistance
Center, Portland Health Care for the Homeless’s expansion to incorporate substance
abuse treatment services into its treatment options, Pittsburgh’s shift of Department of
Human Services resources to cover behavioral health service needs of homeless people,
Norfolk’s use of state and then local resources to rapidly re-house homeless families, and
Denver’s creation of a Homeless Court to reduce the access barrier of having criminal
warrants.
Changes in habit are evident in many of the accommodations that public agencies in
study communities have made to facilitate access. These include outstationing eligibility
workers, accepting applications over the phone or online, changing agency operating
procedures to set aside one or more days just to process applications from homeless
people or flagging applications from homeless people for expedited processing,
simplifying application documents and procedures, working together to facilitate SSI
applications, coordinating across programs doing the same thing (for example, central
coordination of outreach activities), using computerized access to verify identity or
eligibility, and the like.
Changes in technology or skills are also widely apparent in the way that many
mechanisms operate. SOAR is a widespread example of the effects of training on
increasing the success of SSI applications. Use of Crisis Intervention Team approaches,
supported by widespread training of police officers throughout Dade County, brought
new skills to bear on how to avert violence during incidents arising from mental health
crises and assure that people get connected to appropriate services. Training in eligibility
requirements and application procedures improved the ability of many caseworkers
throughout Maine to link their clients to mainstream benefits. New computerized
universal applications for welfare benefits, and sometimes other services, are being used
in many communities. The consolidated application in one study community covers at
least 10 mainstream programs, letting applicants enter data once and assessing the
information to determine all the programs for which the person is eligible. Language
lines bring the advantage of being understood to mainstream agency clients who may
speak as many as 30 or 40 different languages.
Changes in ideas and values are essential for sustaining changes in the long term.
Several important new ideas that drive program development are evident in study
communities. First and foremost is the idea that communities can actually end
homelessness rather than just manage it. This is the idea that underlies the push for
communities to create and carry out 10YPs, all of which are designed to end either
chronic homelessness or all homelessness in the foreseeable future. The goal of ending

185 Chapter 8: Conclusions and Implications
homelessness represents a paradigm shift in community response to homelessness that
has led to very different behaviors and practices in many areas of the country (Burt et al.
2004). Six study communities have 10YPs and Albuquerque has a 5 Year Plan, but there
are dramatic differences in the extent of community investment in fulfilling these plans,
even among the seven communities included in this study. Clearly, adopting a new idea
without accompanying changes in power and money cannot do as much as when all three
go together.
A change in ideas and values that often accompanies the drive to end chronic
homelessness is a community’s recognition that it must offer housing to people who have
been homeless a long time, have numerous disabilities, and are the visible street presence
of homelessness that the public mostly knows, but that these people are not likely to
accept housing if they must first become clean and sober and, if relevant, compliant with
psychiatric medications. What has become clear through the experience of many
communities, plus research evidence, is that most of the target population will ultimately
accept housing that is low barrier and that operates on the principle of “help them get
housed first; nothing can be resolved while they are still on the streets.” This low barrier
“housing first” approach is probably the most important mechanism, nationally, for
expanding eligibility for housing to people with mental illness, addictions, or both. All
seven study communities have at least some projects that follow this model; some
(Denver, Miami) have invested heavily in this approach, with direct effects in reductions
in street homelessness. Once in housing, this model works to connect its formerly
homeless tenants to appropriate care and treatment of all kinds, as well as to housing.
It is rare for the five indicators of system change to occur in isolation. In general, the
more indicators present after a community has been working to end homelessness for a
while, and the stronger and more interconnected they appear to be, the higher the odds
that changes in the community’s approach to homelessness are real and that they will
likely be long lasting.
Implications
Ending homelessness will not occur without housing opportunities for individuals and
families who are now homeless. However, housing alone is often not sufficient. There
must also be supports, particularly mainstream benefits and services. Without these
supports, some individuals and families will not move successfully into permanent
housing, nor will they be able to retain that housing. While HUD’s primary mission as an
agency is to assure access to housing, it has also recognized a need to assure availability
of supportive services. Those supports are more likely to be available under the
following conditions.
First, whether or not a community has a 10YP, it will need an organizational structure for
addressing changes in the policies and practices of homeless assistance programs and
public agencies so that access to benefits continues and improves. A community
organizing structure that focuses primarily on deciding how best to allocate HUD funds,
such as a narrowly focused Continuum of Care committee, does not usually address

186 Chapter 8: Conclusions and Implications
issues of access to mainstream benefits, let alone develop mechanisms appropriate to
improving access. Community organizing structures that are more effective for this
purpose will embody the principles discussed above and in Chapter 3.
Second, communities should look for mechanisms to improve access that show some
evidence of effectiveness in other communities. This report has described a great many
mechanisms that demonstrate the creativity and commitment of communities to ending
homelessness. There is no shortage of appropriate ideas.
Third, communities should make far greater efforts to assure that the promise of HMIS is
fulfilled. The homeless management information systems in the seven study
communities do not appear to be structured in ways that give coordinators and program
managers essential information in a timely manner. Although they nominally cover
emergency shelter programs, they do not require enough information to document service
receipt at first contact with the homeless assistance system, nor do they record what
happens thereafter. They do systematically collect the information required for APRs,
because continued funding depends on it, but that information is not very helpful for
answering this study’s research questions, nor for providing feedback to communities
themselves about how well they are doing at benefit linkage and whether any changes
undertaken to improve access are working. As a result, communities have no way to
systematically determine how well they are doing with respect to assuring access to
mainstream benefits and services, and where there are gaps that need to be addressed.
Over the past decade, to assure the availability of resources to create new permanent
supportive housing, HUD has promoted a policy in which it encourages communities to
reduce their allocation of HUD funds to services in favor of expanding their use to
develop housing and provide operating funds for new and existing units. This has left
some study communities relatively unaffected, but for others it has created difficult
choices with respect to funding existing service commitments or needs for new services.
Given legislative directives and its own departmental priorities, HUD is not at present
free to return to a policy that offers greater flexibility. Rather than continue with the
current situation, in which the U.S. Department of Health and Human Services (HHS) has
grappled with mechanisms to assure access to its benefits and services for homeless
people, it might be better for Congress to augment the resources of the McKinney-Vento
Act to support certain well-defined core services. These funds could be administered by
HHS with the explicit directive that they be offered to communities in an integrated
manner through HUD’s current Continuum of Care application process, or given to HUD
to integrate into that application process for its transitional and permanent supportive
housing grants. Either arrangement would greatly simplify the lives of homeless service
providers as well as greatly benefit homeless individuals and families. The trade-off for
communities would be that they would be expected to adopt both an organizational
structure and new mechanisms that assure greater access to mainstream benefits and
services, as well as the capacity through HMIS to effectively evaluate their efforts. HUD
could provide incentives to communities to plan the introduction of such mechanisms and
fund structures and services that support this direction.

Appendix A: 187
Appendix A
Miami-Dade County
Miami is the largest of Dade County’s 35 municipalities and the center of homeless
services, with the cities of Miami Beach, Hialeah, and Homestead also featuring
prominently in the service system. The total population of Dade County was 2,402,208
as of 2006 and was growing at a rate of roughly 30,000 per year, a trend that is expected
to continue in the coming years (Miami-Dade Department of Planning and Zoning n.d.).
Tourism is a critical industry in the community, and has been a factor in local concerns
about homelessness and, more importantly, a significant resource for the ensuing
response.
Miami-Dade County
Continuum of Care total population
1
2,402,208
Community Characteristics
SSI as % median income
2
18%
1br FMR = %SSI
2
150%
Homel
e
ss
Po
pulation
3
Total # people homeless 4392
# in households w/ children 1229
# households w/ children 347
# households w/o children 3132
# chronically homeless 407
# with MH diagnosis 865
# with SA diagnosis 1047
# veterans 253
# with HIV/AIDS diagnosis 96
# DV victims 205
# unaccompanied youth < 18 68
Demographics
1
% Hispanic 61
R
a
c
e

% American Indian/Alaskan Native 1
% Asian 2
% Black/African American 21
% Native Hawaiian/Pacific Islander 0
% White 78
% speaking English < “very well”
4
35
Age
% < 19 27
% 20 – 24 7
% 25 – 44 28
% 45 – 64 24
% > 65 14
1
2006 estimated US Census data, except where noted
2
Cooper, Korman, O’Hara and Zovistoski, 2009
3
2007 point-in-time count
4
2006 American Community Survey
Poverty is more prevalent in this Continuum of Care than in the nation generally, with
16.6 percent of Dade County residents and 27.0 percent of those in the City of Miami
falling below the poverty line, as opposed to 13.3 percent nationally (U.S. Census
Bureau, 2005-2007). Market housing is not affordable for residents with low incomes: A
Supplemental Security Income (SSI) check covers only about 67 percent of the one-
bedroom FMR, with nothing left over for living.
2
The supply of subsidized housing is not
adequate to the need, and there has been widespread community concern about delayed
and discontinued affordable housing development projects under the direction of the

Appendix A: 188
Miami-Dade Housing Authority, currently in U.S. Department of Housing and Urban
Development (HUD) receivership due to financial mismanagement (HUD August 7,
2007).
The county’s population is culturally and linguistically diverse. Over 61 percent of
residents are Hispanic. Following English, the most commonly used languages in the
community are Spanish and Creole. Nearly 35 percent of the area’s residents are not
fluent English speakers.
4
Site Selection Rationale
Two primary mechanisms drove our initial interest in Miami: the Miami-Dade County
Homeless Trust (HT) and the county’s food and beverage tax (FBT). Created in 1993, the
Homeless Trust is the hub of the community’s homeless services system. In addition to
developing and implementing the community’s Homeless Plan, advising the County
Board of Commissioners on matters related to homelessness, and serving as convener and
administrator of the Continuum of Care, the Trust is charged with administering the
proceeds of the FBT and other resources flowing into the community to address
homelessness. The FBT adds a 1 percent tax to all transactions in restaurants with a
liquor license that gross $400,000 or more a year. In its most recently completed fiscal
year the Trust had a budget of about $40 million, with $12 million derived from the FBT,
$20 million from HUD, and the balance from state and private resources. To date,
Homeless Trust accomplishments include increasing the number of emergency,
transitional, and permanent supportive housing beds by 769, 1,815, and 2,072,
respectively, and reducing the number of homeless people on the streets from roughly
8,000 to 1,347. The majority of the community’s benefit- or service-specific mechanisms
may be attributed at least in part to the planning and coordination provided by the Trust,
along with the resources provided by the FBT.
Brief History
Twenty years ago, the Miami-Dade County community had a much larger and much
more visible homeless population. Estimates of the exact size of the population in the
late 1980s and early 1990s vary, but many are in the range of 8,000, roughly seven to
eight times the number of emergency beds available in the community at the time,
according to the community’s Homeless Plan. There were large encampments in parks
and under highways, and homeless people were often arrested for eating and sleeping in
public places (National Coalition for the Homeless n.d.), actions that ultimately led to a
class action lawsuit that was decided in favor of the homeless plaintiffs.
Around this same time, the County created a Task Force on Homelessness. The Task
Force made a number of recommendations, including creating the FBT and the public-
private partnership of the Homeless Trust to administer the money and run the entire
county response to homelessness. An independent board of directors sets policy and
works with HT staff to carry out strategies and plans. The state legislature passed a law

Appendix A: 189
enabling Florida counties to establish tax mechanisms such as the FBT to create
dedicated funding streams for local homeless services.
The immediate goal of the Homeless Plan and the Homeless Trust was to reduce street
homelessness through Homeless Assistance Centers (HACs) and transitional housing
beds. Two HACs were developed, and in the years since, over 70,000 people have used
their services. The Homeless Trust began a shift to ending chronic or street homelessness
through permanent supportive housing (PSH) in 1997, but moved more completely to
that orientation in 2004 with a plan to create and complete 100 new PSH units each year.
Through this shift, however, the Homeless Plan has continued to provide the central
vision for the community’s efforts. Miami-Dade County’s 2006 10 Year Plan to End
Homelessness (10YP) is considered an update to, rather than a replacement of, the
Homeless Plan.
In the late 1990s, then-governor Jeb Bush established a state-level homeless task force
and charged it with developing a statewide plan to end homelessness, in line with the
federal push on state and local governments from the Interagency Council on
Homelessness. The resulting statewide plan contains many recommendations that
coincide with strategies Miami-Dade County pursues. With the authority of the statewide
recommendations behind them, county advocates have been quite successful at securing
state funding for relevant Miami-Dade County programs.
Structure of Community Coordination
Miami-Dade County’s most important benefit and service access mechanism is the
Homeless Trust itself, as a central organizing, planning, and administering body. The
Trust works to identify gaps and barriers and uses its flexible FBT resources to fill those
gaps, often on a pilot basis until data can be assembled to document effectiveness.
Almost all of the community’s more specific mechanisms originate in the Trust and its
resources. The Trust has also been very successful in getting local and state funding for
continuing mechanisms that began as pilot projects, especially where criminal justice and
mental health domains converge.
The Trust consists of a 27-member board that guides the work of the Trust staff. Many
board members also take active roles in promoting homeless services and developing
structures to end homelessness. The Trust itself does not provide services, but instead
contracts with 30 community providers and maintains a public-private partnership with
the Community Partnership for the Homeless (CPH). CPH is a nonprofit agency that
developed and now operates the community’s Homeless Assistance Centers (described in
more detail below).
Homeless Assistance Centers & Outreach
In the Dade County Community Homeless Plan, the HACs were envisioned as the point
of entry into the system and the providers of temporary care. One of the HACs is located
in downtown Miami and the other in Homestead, a city of roughly 32,000 (U.S. Census
2006) about 35 miles southwest of Miami. In addition to emergency shelter and meals,
the HACs serve as one-stop shops, providing or linking residents to a wide variety of

Appendix A: 190
services that homeless people require, including public assistance, SSI/Social Security
Disability Income application assistance, U.S. Department of Veterans Affairs benefits,
job services, and legal services. Dental care, substance abuse and mental health services,
and primary health care are provided onsite through a partnership with Jackson Health
System.
The Homeless Trust also created and funded three programs to provide outreach,
including referral to the HACs. One of these programs serves the City of Miami, one
serves Miami Beach, and the third serves the balance of Dade County. The outreach
teams’ work with homeless street people includes relationship-building, engagement, and
assessment of needs, particularly needs for shelter, treatment, or crisis intervention. A 24-
hour, toll-free homeless helpline connects single adult callers to the appropriate outreach
team, and families to Camillus House, one of the community’s major homeless assistance
organizations. The Trust funds another major provider, Citrus Health Network, to serve
as the coordinating center for outreach efforts throughout the county. There are five
Citrus outreach teams, one of which is devoted to coordination efforts with the City of
Miami and City of Miami Beach outreach programs. Citrus is contacted regarding any
person whose chronically homeless status is believed to involve a psychiatric disability.
Jail Diversion Programs
Spearheaded by Judge Steve Leifman, Miami-Dade County’s Eleventh Judicial Circuit
has developed jail diversion programs for people with psychiatric disabilities, most of
whom were homeless before arrest or would be homeless once released. These programs
are referred to collectively as the Criminal Mental Health Project (CMHP), and include a
communitywide pre-arrest diversion program based on the Crisis Intervention Team
(CIT) model and a post-arrest diversion program at the Miami jail.
The post-arrest program diverts people to one of the County’s 10-plus Crisis Stabilization
Units, which then facilitate connections to housing with services and treatment. This
program, which has been in existence for about eight years, has historically sought to
improve the community’s response to people with psychiatric disabilities who are
arrested on misdemeanor charges. Within the past year, the program was expanded to
include those arrested for low-level felonies. Some of those involved in the post-arrest
diversion program also benefit from the community’s gap funding, which pays for
housing and services during the SSI eligibility determination period, with the
understanding that retroactive SSI payment will be applied to the costs incurred. Citrus
Health Network provides many of the post-arrest diversion services.
The diversion programs are credited with making a sizeable reduction in misdemeanor
recidivism among people with psychiatric disabilities (from 70 percent to 20 percent),
and with allowing Miami to close an entire wing of its jail. Currently, the CMHP has 11
full-time staff, including a full-time CIT trainer, social workers who assist in case
management, two supervisors who provide oversight and research, and four full-time
peer specialists, all of whom have experience with both the criminal justice and mental
health systems. The peer specialists are a key component as they are integral to helping
service consumers feel safer and more comfortable.

Appendix A: 191
Memorandum of Agreement
In June 2008, the community implemented a memorandum of agreement (MOA) among
the Housing Trust, the Eleventh Judicial Circuit, state and local departments of
corrections, Florida Department of Children and Families, Jackson Memorial Hospital,
and local foster care and mental health organizations. The MOA establishes commitments
to change public agency operating procedures in two ways. First, mainstream agencies
committed themselves to developing new and/or more effective linkages to the homeless
assistance system for any clients of theirs who are in a housing crisis or find themselves
homeless, so their homelessness may be prevented or ended as soon as possible. This
change involves developing and expanding mainstream service providers’ knowledge of
the full range of what the homeless assistance system offers. The most important
locations/time points for this improved linkage are when clients are about to be
discharged from a public institution—from foster care, psychiatric hospitalization,
substance abuse treatment, or jail—but other opportunities also exist, such as the point
when people enter such institutions, if their stay is likely to be short.
The second change the MOA calls for is the creation of three new housing specialist
positions to develop resources beyond those found in the homeless service system, and to
link people referred via the mainstream service system to these new housing resources.
For example, in the mental health service system, the housing specialists work to find
housing for people being discharged from the community’s crisis units, and do the same
for youth aging out of foster care. This structure had been among the elements called for
in Miami-Dade County’s 10 Year Plan and had also been picked up as a priority initiative
through the work of the county-appointed Community Affordable Housing Strategic
Alliance. At the time of this report, the housing specialists had been functioning for a
little over one month; in their first month they placed 179 people into services and
housing, including 14 who were placed at least initially within the homeless system.
List of Interviewees
• Camillus House, Inc. - Gloria Barbier (Vice President, Institutional
Advancement), Karen M. Mahar (Chief Operating Officer, Special Assistant to the
President), Fred Mims (Director of Direct Care Ministry), and Michelle Rodriguez
(Homeless Prevention Program Manager)
• Citrus Health Network, Inc. - Nathalia Calabrese (Adult Case Management
Administrator), Gloria Picart (Independent Living Supervisor), and Manuel Sarria
(Administrator of Adult Homeless Programs)
• City of Miami Homeless Assistance Program (Homeless Outreach) - Jacquelyn
Epson (Outreach Supervisor), Natalia Figueroa (Office Manager), and Sergio
Torres (Administrator)
• Community Partnership for Homeless (Homeless Assistance Centers) - Luis
Binet (Center Manager), Alfredo K. Brown (Deputy Director), Burney Burke

Appendix A: 192
(Housing Developer), Lokaranjit Chalasani, M.D. (Psychiatrist), Emilio M. Espino
(Program Services Manager), Trev. B. Flowers (Director of Community
Relations), Juan M. Gollaz (Case Manager), Carolina Mejia (Case Manager),
Jackie Master (Nurse Practitioner, Miami HOPE), Jose R. Marmolejo, Ph.D.
(Director of Program Services), Michael Pastrana (Case Manager), Armando
Rodriquez (Housing/Job Developer), and H. Daniel Vincent (Executive Director)
• Florida Agency for Persons with Disabilities - Migdalia Diaz-Prado (Operations
and Management Consultant)
• Florida Department of Children and Families ACCESS, Central Service
Center - Marianela Amador (Program Administrator), Alfredo Avendaño (Intake
Case Manager), Tamara Chemaly (Economic Self-sufficiency Specialist), Octavio
Rosquete (Clerk), and Jose Silva (Economic Self-sufficiency Specialist)
• Florida Department of Children and Families ACCESS, Opa-Locka Service
Center - Esther Nobakhare (Supervisor) and Rosie Rodriguez (Economic Self-
sufficiency Specialist)
• Florida Department of Children and Families Substance Abuse and Mental
Health Program Office - Cylenthia D. Baldwin (Operations and Management
Consultant Manager), Deborah G. Dummitt, Ph.D. (Adult Mental Health Program
Administrator), Silvia M. Quintana (District Program Supervisor), and Michele
Sweeting (Operations and Management Consultant Manager)
• Health Care for Homeless Veterans - La’Shon Black (HUD VASH), Shelia
Leroy (Grant and Per Diem), Gina Queen (Miami-Dade Outreach), Christian
Rodgers (Administrative Support), Dan Robbin (VISN 8 Coordinator), Cherry
Smart (Coordinator), and Rodly St. Villien (Broward Outreach)
• HOPE in Miami Beach - Ernie Earth (Identification Project)
• Miami-Dade County Homeless Trust - Ronald Book (Board Chair), Gonzalo
DeRamon (Housing Committee Chair), Judge Steven Leifman (Finance
Committee Chair), and David Raymond (Executive Director)

Appendix A: 193
Denver
The City of Denver is the largest municipality of the 13-county Denver Metropolitan
Area and is the most developed in terms of homeless services. According to the 2006
Census estimates, Denver City’s total population stands around 566,974, 50 percent of
which is white (non-Hispanic), 10.6 percent is African American, and 34.8 percent
consider themselves of Latino or Hispanic origin. The 2005 American Community
Survey (ACS) shows that 82 percent of those who are 25 years or older have a high
school diploma and 36 percent have a bachelor’s degree or higher. Nine percent of the
population is under 5 years of age, and 10 percent are over 65. The median age in 2006
was 35 years old.
Denver
Continuum of Care total population
1
2,546,470
Community Characteristics
SSI as % median income
2
16%
1br FMR = %SSI
2
106%
Homel
e
ss
Po
pulation
3
Total # people homeless 8698
# in households w/ children 5249
# households w/ children 1994
# households w/o children 2933
# chronically homeless 412
# with MH diagnosis 1029
# with SA diagnosis 1315
# veterans 708
# with HIV/AIDS diagnosis 123
# DV victims 563
# unaccompanied youth < 18 73
Demographics
1
% Hispanic 35
R
a
c
e

% American Indian/Alaskan Native 2
% Asian 4
% Black/African American 12
% Native Hawaiian/Pacific Islander 0
% White 84
% speaking English < “very well”
4
15
Age
% < 19 26
% 20 – 24 6
% 25 – 44 34
% 45 – 64 23
% > 65 11
1
2006 estimated US Census data, except where noted
2
Cooper et al, 2009
3
2007 point-in-time count
4
2006 American Community Survey
The 2004 Census estimates indicate that the area median income for households reached
around $41,000, compared to $50,165 for the state of Colorado. Denver’s estimated
poverty rate for 2004 was higher than the state’s by a full 5 percentage points, with 15.2
percent living below the poverty line.
Specific to the City and County of Denver, in the year the Denver’s Road Home began
(2005), 4,444 homeless persons were counted in the Homeless Point in Time count. By
the 2007 count, that number was down to 3,954 homeless persons, representing a drop of
11 percent in 2 years. According to the 10 Year Plan (10YP), 942 chronically homeless

Appendix A: 194
people were estimated to be in Denver County at baseline (2003-2005). This number had
shrunk 36 percent, to 602 chronically homeless individuals, by the 2007 count.
Community Selection Rationale
The existence of a central organizing structure, Denver’s Road Home, within the mayor’s
office, strongly influenced our selection of Denver as a study community. Over the last
three years, Denver has garnered national attention for its 10 Year Plan to End
Homelessness and unique system of support for homeless services. Led primarily by
Mayor Hickenlooper and the Denver’s Road Home office, a series of committees address
the issues and goals enumerated in Denver’s 10YP, using a highly coordinated and goals-
driven approach. With both local public and private support, but very little state support
in terms of resources, Denver provides an example of targeted resource allocation with a
special emphasis on mainstream benefit receipt for homeless people. The city has taken
on significant responsibilities surrounding the elimination of homelessness while also
bringing in more private service providers, including those that are faith-based, and
raising a substantial amount of private funding.
Brief History
Prior to 2004, the Metro Denver Homeless Initiative ran the Continuum of Care, which
included Denver and the six surrounding counties, while the Colorado Coalition for the
Homeless (CCH), a nonprofit agency, operated the majority of the city’s homeless
services. With the election of Mayor John Hickenlooper, however, community members
and members of the City Council saw an opportunity to expand the local government role
in homeless services.
In 2004, the mayor gathered a group of 43 representatives from local government,
nonprofits, philanthropic organizations, and the homeless population to form the Denver
Commission to End Homelessness, with the charge to create and publish the city’s
original 10 Year Plan to End Homelessness. The Commission split into seven
subcommittees with specific tasks, which took commentary from approximately 350
community members and blended it to define a set of goals for Denver’s homeless
system. In 2005, Mayor Hickenlooper released Denver’s 10 Year Plan to End
Homelessness, titled Denver’s Road Home. Since the 10YP’s passage, the subcommittees
have met to discuss issues and to bring recommendations before the broader
Commission. In May 2007, the Commission approved an update, or “status report,” of
the 10YP, which adjusted goals and reported on the plan’s overall progress.
The 10YP also established the Denver’s Road Home Office (DRH) within the mayor’s
office, consisting of four staff located at the Department of Human Services who cover
housing, mainstream benefits, employment, and programs. The office’s director is a
mayoral appointee; however, the position is funded solely by foundation resources. DRH
is charged with implementing Denver’s 10YP by raising and distributing homeless funds
in partnership with the Mile High United Way—Denver’s fiscal agent for the 10YP.

Appendix A: 195
Denver’s 10YP puts heavy emphasis on sharing responsibility for funding. The Denver
Commission to End Homelessness estimated the plan would cost $46.1 million to fully
implement, and charged the 13-member Committee on Fundraising, part of the Mayor’s
Homeless Commission and led by the Director of DRH, to raise the needed funds. The
mayor came up with a strategy to make the funding effort a community process with
heavy community support. “He wanted to have everyone invest.” The goal has been to
get 50 percent public, 25 percent corporate, and 25 percent private funding. According to
interviewees, the mayor successfully lobbied for foundation support, asking for an
expansion of what they were already giving. Foundations agreed, with the understanding
that as the city rolled out the initiative they would wean off foundation and corporate
dollars.
Colorado Support
Denver has very little in public housing money from the state. Part of the paucity of
funding comes from a Tax Payer Bill of Rights amendment (TABOR) that restricts
revenue growth for the state, and thus limits the funds available for homeless-related
programs. In short, TABOR ensures that, if there is a surplus in the state budget, the state
cannot pass new taxes or increase existing taxes without a vote of the people. Statutory
spending limits put a cap on state spending, mandating that any increases will be no more
than 6 percent of prior years, after taking into account inflation. Colorado makes no state
money available for homeless programs. This state picture played a large role in the
mayor’s push for more private support.
In an effort to counteract the lack of state support, the City Council, in August 2008,
approved spending $20 million of public funds for homeless housing as a reinvestment
measure, using savings generated from the reduction of the city’s chronic homelessness.
DRH hopes to use the funds to produce over 200 new units of permanent supportive
housing, using a Housing Assistance Program model similar to Section 8 long-term
leases—that is, a specific property has the subsidies attached to its units, and the
subsidies stay with the units as tenants move on—or a similar arrangement sometimes
done with sponsor-based assistance, in which an agency leases apartments with the
subsidies, and tenants come and go.
Structure of Community Coordination
The DRH acts as an umbrella organization for Denver’s part of the metropolitan
Continuum of Care. DRH’s seven committees meet monthly. Each committee addresses
an aspect of the 10YP, focusing on evaluation, community awareness (dissemination of
information), fundraising, resource allocation, implementation, employment, and the
broader Continuum of Care. This structure makes DRH a strong mechanism for
expanding, changing, and smoothing access to mainstream benefits, with its ability to
raise funds in the private sector, bring the provider community together, and advocate for
policy changes. Services under the 10YP are funded by the DRH office through its
resource allocation committee. In all, DRH funds over 27 homeless programs run by 19
agencies and providers throughout the city, and leads all efforts to implement and fund
the 10YP. The DRH continuum includes over 80 agencies and providers. DRH Requests

Appendix A: 196
for Proposals (RFPs) are used to solicit programs and activities that further the Plan’s
recommendations; no money is spent on programs unrelated to the goals enumerated in
the 10YP. Grant periods usually last a year; grantees are monitored regularly to make
sure they are using the resources to meet 10YP goals. Depending on how a program is
performing, DRH will pull or increase funding—sometimes even in the middle of a grant
period. The Colorado Coalition remains Denver’s largest service provider and receives
most of its resources from the U.S. Department of Housing and Urban Development.
Outreach and Engagement:
The Denver Outreach Collaborative is an association of homeless outreach groups
operating in the City of Denver. In an attempt to provide more coverage and less overlap
in both case management and outreach, DRH put out an RFP to bring together and
coordinate existing public and private outreach groups. There are, in total, 20 outreach
workers in the collaborative—6 from Urban Peak, 6 from St. Francis House, 6 from
CCH, and 2 police officers funded by DRH. In addition, the collaborative has 4.5 full-
time case managers and 3 full-time dispatch workers. The city gives a million dollars
toward the grants, with another $400,000 coming from the downtown business
improvement district and CCH. CCH coordinates the project, holding meetings monthly;
however, each group has its own manager. In addition, the city runs a central dispatch to
coordinate and disperse the teams. Reportedly, phones are staffed seven days a week
from 6 a.m. to 10 p.m. Interviewees stressed the importance of the collaboration, noting
its comprehensive approach: “Our Denver Street outreach collaborative can …follow
people through the whole system so we don’t have to drop people when they leave a
shelter. That is key.” Additional outreach workers and programs are run through Denver
Health, the Stout Street Clinic—an indigent care provider, and the Mental Health Center
of Denver.
Benefit Acquisition and Retention Programs
Programs working to assure benefit receipt for homeless people are prevalent in Denver.
Several organizations have formed unique relationships to facilitate the application and
retention process. For instance, case managers from different agencies are trained in
Supplemental Security Income (SSI)/Social Security Disability Income (SSDI) Outreach,
Access, and Recovery and doctors at the local indigent care clinic worked out specific
agreements for completing homeless persons’ SSI applications. Perhaps the best example
is the Benefit Acquisition and Retention Team (BART). Staff at the Denver Social
Security Administration (SSA) office lauded BART, run by the Colorado Coalition for
the Homeless, as one of the most successful teams for getting homeless people Aid for
Needy and the Disabled, SSI, and SSDI. Using a total of 4.5 full-time case managers to
process claims, the BART team members are experts at putting together disability
applications. Over the last four years, the team established a relationship with the SSA
office in which BART provides accurate and complete applications marking them as
“BART Claims,” and, in turn, the SSA office expedites the approval process. This
relationship is reinforced by monthly planning and feedback meetings hosted by CCH
and attended by SSA regional and field office managers, the Colorado Disability

Appendix A: 197
Determination Services (DD), SSA’s Office of Disability, Adjudication and Review
(SSA’s appeals organization), and BART staff.
List of Interviewees
• Colorado Coalition for the Homeless - Louise Boris (Vice President of
Programs), Jennifer Perlman (Manager of Quality Improvement), and Heather
Beck (Community Resources and Outreach Program Manager)
• Colorado Department of Human Services - Tracy D'Alanno (Unit Manager)
• Denver Cares - Mark Wright (Director) and Audrey Vincent (Nursing Director)
• Denver Department of Human Services – Nan Morehead, Nicole Hoard,
Bismilla Harjhoon (Program Case Manager), George Cassidy (Veterans Service
Officer), Patrick Coyle (Housing Coordination), Jerene Peterson, and Deborah
Ortega
• Denver Rescue Mission - Steve Walkup (Vice President of Programs), Brad
Hopkins (program Director), Tom Levitt (Program Director), Ashley Berner (Case
Manager), and Angela Nelson (Case Manager)
• Denver’s Road Home - Jamie Van Leeuwen (Project Manager)
• Denver University - Katie Symons
• Fundraising Committee - Donna Boreing (Chair)
• Mental Health Center of Denver – Kara Theel (Program Manager) and Chris
Christner (Project Coordinator)
• Metro Denver Homeless Initiative - Jean Tutolo (Director)
• Office of Economic Development - Liz Ojeda (Manager of Operations) and
Nancy Rider (Business Development Associate, Homeless Initiative)
• OMNI - Jim Adams-Burger (President) and Katie Page (Analyst)
• Resource Allocation Committee - Barb Grogan
• Social Security Administration - Don Ketcham (Executive Officer)
• St. Francis Center - Missy Mish (Housing Outreach Director) and Carla Slatt-
Burns (Case Worker)

Appendix A: 198
• Urban Peaks - Kay Ramachandran (President), Kendall Rames (Clinical Site
Manager), and Shawn Hayes (Case Manager)

Appendix A: 199
Pittsburgh/Allegheny County
The Pittsburgh/McKeesport/Penn Hills/Allegheny County Continuum of Care (CoC)
serves all of Allegheny County, with a total estimated 2006 population of 1,223,411.
Pittsburgh is the primary population center and the center of the homeless services
system in the county, with a secondary services center in McKeesport, a city of 24,040
lying roughly 14 miles southeast of Pittsburgh. The area’s economy and population have
been largely driven by the rise and collapse of the steel industry. At 312,819,
Pittsburgh’s 2006 population is less than half of its 1950 U.S. Census population. Both
Pittsburgh and McKeesport are continuing to lose population. Pittsburgh’s population
represents a drop of about 15 percent from its 1990 U.S. Census population of 369,879,
whereas McKeesport had roughly 2,000 (about 8 percent) more residents in 1990 than in
2000. A number of our interviewees told us that young people tend to leave the
community, while older residents tend to stay. Interviewees also described Pittsburgh as
a city of neighborhoods. While this characteristic offers many benefits to the city’s
residents, there are also drawbacks. For example, several interviewees observed that
relatively distinct racial and cultural lines of demarcation, along neighborhood lines,
continue to characterize the city.
Pittsburgh/Allegheny County
Continuum of Care total population
1
1,223,411
Community Characteristics
SSI as % median income
2
19%
1br FMR = %SSI
2
89%
Homel
e
ss
Po
pulation
3
Total # people homeless 1380
# in households w/ children 479
# households w/ children 177
# households w/o children 901
# chronically homeless 143
# with MH diagnosis 334
# with SA diagnosis 433
# veterans 201
# with HIV/AIDS diagnosis 26
# DV victims 75
# unaccompanied youth < 18 4
Demographics
1
% Hispanic 1
R
a
c
e

% American Indian/Alaskan Native 1
% Asian 3
% Black/African American 14
% Native Hawaiian/Pacific Islander 0
% White 84
% speaking English < “very well”
4
2
Age
% < 19 24
% 20 – 24 7
% 25 – 44 24
% 45 – 64 28
% > 65 17
1
2006 estimated US Census data, except where noted
2
Cooper et al, 2009
3
2007 point-in-time count
4
2006 American Community Survey

Appendix A: 200
Housing in the community is relatively affordable, but the one-bedroom fair market rent
(FMR) is still roughly equivalent to a Supplemental Security Income check, and the
community does not have sufficient subsidized or affordable housing stock. A few recent
changes have put an additional strain on the existing resources, including the closure of a
number of personal care facilities following concerns about the quality of housing they
offered, a recently completed HOPE VI project in Pittsburgh’s Hill district, and the
closure of nearby Mayview State Hospital, which is currently underway. None of these
changes are without clear benefits; they are raised here simply as events that could or will
increase the demand for affordable housing and supportive services. It should also be
noted that the opinions of those we spoke to seemed divided as to whether the HOPE VI
project did actually displace low-income residents. Additionally, the community was one
of only two nationally that saw a decrease in FMR (Seattle being the other) over the past
year. While this decrease may reflect greater housing affordability for the general
population, for many with Section 8 certificates it made finding housing more difficult
and even jeopardized housing stability among some already housed (that is, some
voucher holders had to leave their apartments because they no longer fell within the
rental guidelines). One positive outcome of the FMR decrease, however, was the
community’s ability to increase the number of vouchers provided, given the decrease in
cost of each voucher.
Site Selection Rationale
County-level integration and cooperation made Allegheny County an attractive candidate
for study inclusion. The Allegheny County Department of Human Services (DHS) serves
as the Pittsburgh/McKeesport/Penn Hills/Allegheny County Continuum of Care lead.
Homeless services are situated within the Office of Community Services (OCS), one of
five DHS program offices. Having multiple program offices under one county agency
provides the ability to look at the overlap among offices and allocate resources as needed,
and facilitates a highly coordinated, communitywide effort. For example, although OCS
is the bureau responsible for homeless services, other DHS offices experience a need for
housing, and most play a significant role in the system serving people who are homeless.
DHS is a key member of the Allegheny County Homeless Advisory Board, formerly the
Allegheny County Homeless Alliance. Established in 2003, the Advisory Board is the
public-private partnership responsible for the oversight of the CoC and the community’s
10 Year Plan to end homelessness (10YP). The Advisory Board’s membership also
includes other Allegheny County government entities; Pittsburgh, McKeesport, and Penn
Hills government entities; a wide range of mainstream and homeless services provider
organizations; and local foundations. Staff support for the Advisory Board is provided by
OCS.
An unusually strong community of major, private foundations exists in Pittsburgh, and
has played a significant role in Allegheny County’s homeless service system. In addition
to generally providing additional funding streams, foundation money supports projects
that would be difficult to fund through public money.
Like all Pennsylvania counties, Allegheny County receives Pennsylvania State Homeless
Assistance Program (HAP) and Human Services Development Fund (HSDF) funding.
Both HAP and HSDF are administered through the Pennsylvania Department of Public

Appendix A: 201
Welfare (DPW). Counties have considerable flexibility in the use of these funds, and are
expected to design a spending plan that is responsive to their own communities’ needs
and existing funding gaps. Including federal, state, county, and foundation sources, DHS
receives a grand total of about $19.3 million to fund housing and support services for
homeless individuals and families.
Brief History
The current configuration of DHS developed out of a mid-1990s effort to streamline the
Allegheny County government. As part of this initiative, in 1997, the county
consolidated six former departments, including the Department of Child Welfare, under
the umbrella of the newly formed DHS. The recently appointed Director of Child
Welfare, Mark Cherna, was named as the DHS Director, and has held this position ever
since. As he was appointed at such a formative point in DHS history, Mr. Cherna had a
unique opportunity to actually put the department together. Department members
consider this situation to be a factor in the department’s subsequent success, along with
the consistent leadership that Mr. Cherna has provided in the years since the redesign.
Mr. Cherna was able to retain the selection committee that had been assembled to
conduct the search for a new Child Welfare Director (his previous position), and to use
this group as a sort of “kitchen cabinet” as he assumed his new position. The foundation
community also was a key player in backing Mr. Cherna’s decision to consolidate the
departments, and their support helped to avoid any wrangling among agencies. The
redesign was driven by the needs of children and families, but OCS was able to establish
homelessness as a priority area for the new department.
The community developed its CoC in the early days of HUD’s adoption of the approach.
It has proven highly beneficial in terms of drawing down both HUD and, more recently,
behavioral health funding. The department’s structure is credited with some of that
success, as is the highly engaged provider community.
Driven largely by the Advisory Board, Allegheny County’s 10YP was released in July
2005. The Advisory Board has been making significant progress in moving some
portions of the 10YP forward, and DHS has worked to keep the Board invigorated by
recruiting new members regularly from other parts of the community (for example,
safety, university).
The HUD funding prioritization of housing activities over services marked a major
turning point in the community. DHS worked with this requirement through a
combination of creative cost and funding shifting, foundation support, and adjustment to
resource loss. The department’s unified structure was a major factor in its ability to shift
costs and funds internally in the department. The foundation community was able to
supply $3 million for three years to help with the shift; these funds were evenly split
between services and capital.

Appendix A: 202
Structure of Community Coordination
The base of the Allegheny County system serving homeless people is the DHS structure
and its relationship to the community’s providers; the foundation community is another
relatively unique feature of that system. These two components are described below.
DHS Structure and Provider Community Cooperation
Today, Allegheny County’s homeless service system continues to benefit from
considerable integration among DHS program offices, and the engagement of key players
from each of these offices. There are five program offices within DHS: OCS; the Area
Agency on Aging; the Office of Children, Youth, and Families; the Office of Behavioral
Health; and the Office of Mental Retardation and Developmental Disabilities. The Office
of Behavioral Health receives the community’s Projects for Assistance in Transition from
Homelessness funds and, generally speaking, that office’s provider organizations are also
OCS providers. Similarly, OCS works closely with the Area Agency on Aging on matters
of mutual concern, such as issues related to the community’s personal care boarding
homes. In addition to its inter-program office collaboration, OCS collaborates with the
County’s Department of Economic Development and with the City of Pittsburgh, both of
which receive Emergency Shelter Grant funding. OCS itself is composed of four bureaus:
Family and Community Services, Employment and Training Services, Hunger and
Housing, and Outreach and Prevention. Each OCS bureau meets quarterly with members
of its provider networks. Hunger and Housing quarterly meetings are oriented to
providing technical assistance, reviewing homeless management information system
trends, and discussing implications of these trends for U.S. Department of Housing and
Urban Development (HUD) funding.
Inter-office integration of housing and homeless issues has also been facilitated by the
appointment of a housing coordinator who works across DHS. Mr. Cherna felt there was
a need for housing DHS-wide and sought funding from the foundations for a half-time
person to examine the system. In addition to leading a number of projects described in the
mechanisms sections, the housing coordinator’s current responsibilities include chairing a
committee on housing for transition-age youth, staffing the Homeless Advisory Board,
and chairing the Allegheny County Local Housing Options Team (LHOT). LHOT,
composed of representatives from funders, developers, housing authorities, and other
mainstream and homeless service providers, meets monthly and works to support the
development of new housing options for local residents in need of affordable and
accessible housing.
Positive working relationships between DHS and the community’s provider agencies
have also been a critical mechanism for ensuring provider agency access to resources.
These relationships have been fostered by both informal and formal means. A number of
homeless service organizations’ executive directors have formed a workgroup, using
foundation funding. This group works with Mr. Cherna to help keep DHS informed of
the issues facing the community’s provider agencies. A number of provider agency
interviewees identified their relationship with OCS—and OCS staff accessibility—as a
major asset to providing services to homeless people in the community.

Appendix A: 203
DHS planning is supported by a data warehouse that draws from 27 sources of data,
including sources both internal and external to the department (for example, DPW,
county jail, juvenile probation). The project began in 2001, again with support from the
foundation community, and with a focus on early childhood. Today, the system allows
DHS to consider patterns of shared clients, or people receiving services from multiple
systems, as well as patterns of costs of serving these clients. This has led to planning for
changes that reduce costs, improve services and outcomes, or both. The systemwide
knowledge the warehouse facilitates has also positioned DHS well in terms of leveraging
additional foundation funding.
Foundation Support
As described above, the community’s foundation resources are unusually strong, and
include Heinz Endowments, the R.K. Mellon Foundation, and the McCune Foundation.
Foundations have served a variety of central roles in the homeless and mainstream
service systems. DHS has been working to develop a central repository for foundation
and other private funding. While there isn’t currently a functioning repository external to
the county system, the Continuum of Care Supportive Service Fund has served as an
interim workaround, providing both match funding and resources for funding “gaps” in
the system since 2006. Additionally, availability of foundation funding has freed some
providers up from using fee-for-services revenues as HUD match funds.
In addition to serving as a critical mechanism of service expansion, foundation support
has been used to smooth access to services in a variety of ways. At the government and
policy level, foundations provided gap funding created by the HUD shift in priorities. As
described earlier, foundation support has allowed DHS to develop and staff the current
housing coordinator position, has made the provider organizations’ executive directors’
workgroup possible, and has supported the data warehouse. Individual providers also use
foundation support to increase services or service efficiency. For example, the House of
the Crossroads, one of the community’s substance abuse service providers, used
foundation support to launch an examination of the ways that the agency was and could
integrate their services with those of others in the provider community.
List of Interviewees
• Allegheny County Housing Authority - Jack McGraw (Assistant Director of
Development)
• Allegheny County Department of Economic Development - Cassandra Collinge
(Assistant Manager, Consumer Programs)
• Allegheny County Department of Human Services - Chuck Keenan (Housing
Coordinator), Michael Lindsay (Housing Program Administrator), Bill Thomas
(Senior Evaluation Specialist, Office of Information Management), and Reginald
Young (Deputy Director, Office of Community Services)

Appendix A: 204
• Bethlehem Haven - Theresa Chalich (902 Clinic Coordinator), Sabrina Chapman
(Shelter Case Manager), Sara Dix (Program Coordinator Project Employ), Nicolya
Hall (Residential Manager, Shelter), Lois Mufuka Martin (Executive Director,
Bethlehem Haven), Theresa Orlando (Director of Miryam’s), and Holly Sonney
(902 Clinic Case Manager/Outreach Worker)
• Greater Pittsburgh Community Food Bank - Georgette D. Powell (Community
Outreach Coordinator)
• Health Care for the Homeless - April Arsenault (Administrative Coordinator),
Anita DeChancie (Nurse Coordinator), Iris M. Kurka (Case Manager), Shannon
Chrissis (KIDSTART Coordinator), and Jennifer Williams (Director)
• Homeless Children’s Education Fund - Joseph F. Lagana, Ed.D. (Founder)
• House of the Crossroads - Larry DeMarzo (Executive Director)
• Housing Authority of the City of Pittsburgh - Richard Morris (Director,
Resident Self-Sufficiency Department)
• Operation Safety Net - Stephanie A. Chiappini (Program Manager) and Linda M.
Sheets (Program Director)
• Pennsylvania Department of Public Welfare, Allegheny County Assistance
Office - Michael L. Boyle (Director of Program and Administrative Services),
Richard G. Cunningham III (Assistant Executive Director), Janice L. Gladden
(Executive Director), Karen L. Randolph (Director of Communications), and Inez
Titus (Staff Assistant)
• Pittsburgh AIDS Task Force - Kathi Boyle (Executive Director), Darrell Phillips
(Director of Housing and Client Services), Meghan Schwab (Case Manager), and
Patricia Wohlfarth (Case Manager)
• Primary Care Health Services Supportive Housing Network - Eartha Sewell
(Program Director)
• Veterans Leadership Program of Western Pennsylvania - Annette Romain
(Director of Programs and Development) and Ronald Zola (former Executive
Director)
• Western Psychiatric Institute and Clinic - Susan Coyle (Clinical Administrator,
Ambulatory Initiatives)
• Womanspace East - Danielle Hunt (Emergency Shelter Case Manager), Heather
Ochman (Transitional Housing Case Manager), Lottie Reed (Program Director),
and Francene Ross (Bridge Housing Program Case Manager)

Appendix A: 205
Albuquerque
Albuquerque is the largest urban area in New Mexico, with nearly 26 percent of the
state’s total population. In 2006, the city’s population was 493,438 and the metropolitan
statistical area population was 504,949. The population is growing, with a 12.6 percent
increase between 2000 and 2006. Albuquerque is located in Bernalillo County, which
has a 2006 population of 615,099, and residents have access to mainstream services
through state, city, and county sources. The city is more prosperous than the rest of the
state, with 14.1 percent of households below the poverty line, compared to 16.7 percent
for the entire state (2004 data). Even so, the City of Albuquerque has 60,000 households
with a housing cost burden (paying more than 30 percent of income for housing).
According to the 2006 American Community Survey, Albuquerque is a racially and
ethnically diverse community. Nearly 30 percent of households report speaking a
language other than English at home, and nearly 12 percent of the population is foreign
born. The median household income (2006 inflation adjusted) is $43,021, and the
median family income (MFI) is $55,295. Both of these economic indicators are higher
than statewide data (New Mexico median household income = $40,629; MFI = $48,199).
Albuquerque
Continuum of Care total population
1
493,438
Community Characteristics
SSI as % median income
2
19%
1br FMR = %SSI
2
94%
Homel
e
ss
Po
pulation
3
Total # people homeless 1276
# in households w/ children 455
# households w/ children 147
# households w/o children 771
# chronically homeless 159
# with MH diagnosis 52
# with SA diagnosis 169
# veterans 132
# with HIV/AIDS diagnosis 17
# DV victims 224
# unaccompanied youth < 18 22
Demographics
1
% Hispanic 44
R
a
c
e

% American Indian/Alaskan Native 5
% Asian 3
% Black/African American 3
% Native Hawaiian/Pacific Islander 0
% White 65
% speaking English < “very well”
4
10
Age
% < 19 27
% 20 – 24 7
% 25 – 44 30
% 45 – 64 24
% > 65 12
1
2006 estimated US Census data, except where noted
2
Cooper et al, 2009
3
2007 point-in-time count
4
2006 American Community Survey
In 2007, the New Mexico Coalition to End Homelessness (NMCEH) conducted a survey
with a sample of homeless persons on the streets and in shelters in Albuquerque. The

Appendix A: 206
majority of survey participants were male (70.5 percent). The majority of survey
participants were 40 or older (64.2 percent). The majority of survey participants
identified as either white (36.7 percent) or Hispanic (28.1 percent). Sixty-eight percent of
participants were single individuals, while 20 percent had children in their household.
Almost half (47 percent) of survey participants were originally from New Mexico.
The lack of affordable housing is a significant barrier to ending homelessness for a
significant number of participants (39 percent could not find an affordable place, 46
percent reported needing help finding an apartment they can afford). Nearly half (42
percent) of respondents had incomes below $750/month.
The 2007 Point in Time count, in January 2007, involved two separate counts: a count of
the sheltered population and a count of the unsheltered population on the night of January
24, 2007. The sheltered population included people staying in emergency shelters and
transitional housing. The unsheltered population included people who slept in a car,
movie theater, park, public space, street or alley, tent, abandoned building, under a
bridge, the foothills/mountains, etc. The following provides a summary of the results:
Albuquerque 2007 PIT Count
Emergency
Shelters
Transitional
Housing
Un-
sheltered
Total
# of households w/children 24 100 23 147
# of persons in households w/children 71 312 72 455
# of households w/o children 402 204 165 771
# of persons in households w/o children 402 204 215 821
Total PERSONS 473 516 287 1,276
Source: Results of a Survey Conducted of People Experiencing Homelessness in Albuquerque,
September, 2007, NMCEH.
Site Selection Rationale
The primary mechanism that drove our interest in Albuquerque was their history of
working together as a community to create real opportunities for people to exit
homelessness. The use of the housing first approach and the incorporation of homeless
service provider agencies as “outposts” of the mainstream service delivery system were
intriguing.
Brief History
The NMCEH coordinates the Continuum of Care (CoC) planning process. In New
Mexico there are two Continuum of Care regions: the City of Albuquerque and the
balance of the state. NMCEH has offices in Albuquerque, Santa Fe, and Las Cruces and
the Albuquerque Continuum of Care activities are managed by Lisa LaBrecque, Policy
and Advocacy Director, NMCEH.
The New Mexico Coalition to End Homelessness was founded in the year 2000 by a
group of nonprofit agencies and the New Mexico Mortgage Finance Authority. This

Appendix A: 207
statewide coalition coordinates the efforts of the member provider agencies to end
homelessness and manages the Continuum of Care process as noted above. The
Coalition has both individual and agency members. Members elect the Board of
Directors annually and the Board oversees the operations of the Coalition. The
Albuquerque community is represented by four NMCEH Board members. The Coalition
has membership meetings every other month beginning in January, and Board meetings
every other month beginning in February. The Coalition currently employs four full-time
staff.
Structure of Community Coordination
The Albuquerque Continuum of Care planning process is conducted by a Steering
Committee composed of provider agencies and City of Albuquerque representatives. The
leadership of the Continuum comes from within the provider community. The providers
have a history of working together to meet the needs of homeless persons, and are
functioning within a larger state context of restricted access to services and budget cuts.
At the time of the site visit, the Behavioral Health Collaborative, which controls
mainstream behavioral health services, had experienced a severe budget shortfall. A key
service component, Comprehensive Community Supportive Services, has been restricted
to six hours per client per month. This is a significant problem for providers, who
struggle to help people with significant mental health problems end their homelessness
and achieve recovery. The system is too thinly funded to achieve these goals, according
to key providers in the Continuum of Care.
Within this context, it is not surprising to find that successful access to mainstream
services is the result of service providers pushing hard to find ways to make these
systems more responsive.
Co-Location
St. Martin’s Hospitality Center is a day shelter that provides meals and a safe place for
homeless people to be during the day. It also offers the opportunity to connect with other
service providers. In interview, Lee Pattison, Executive Director, stated that mainstream
service agencies have a routine presence. Specifically, the food stamps program, the U.S.
Department of Veterans Affair benefits, New Mexico AIDS services, behavioral health
services, and the public housing authority (PHA) have regular outreach at St. Martin’s.
Also, St. Martin’s hosts a monthly service coordination meeting attended by case
managers and outreach workers from within the CoC. St. Martin’s provides meeting
space for cross-agency training—the specific example offered was training on how to
obtain Supplemental Security Income (SSI) benefits, provided by the State Health and
Human Services agency. Finally, St. Martin’s receives funding as a mainstream service
agency to provide behavioral health services. This includes psychiatric services, outreach
and case management, and medications for individuals who have been successful in
obtaining benefits. The fact that this agency functions within the mainstream system, and
that those staff are upstairs from the day shelter, has smoothed access to behavioral health
services.

Appendix A: 208
Permanent Housing
Crossroads for Women is a provider agency within the Albuquerque Continuum of Care
system that provides housing, mental health, case management, life skills education, and
vocational assistance to women who are homeless and suffering from mental illness and
substance abuse disorders. This agency identified a PHA policy that was a barrier to
women in their program. Most of the women served by Crossroads have a felony
conviction and, in 2005, the PHA issued new rules that prohibited housing for anyone
with a felony conviction, and eliminated exceptions based on substance abuse histories
and substance abuse recovery. Crossroads called a meeting with PHA and were told that
the only chance for women in their program was to file a “hopeless appeal.” Crossroads
completes an appeals packet, describing the Crossroads program, and about 90 percent of
the appeals are successful—women are deemed eligible for housing assistance. Elizabeth
Simpson, the Executive Director of Crossroads, believes this “work around” would not
have been created if Crossroads had not simultaneously submitted a set of legal
documents that examined the new rules, and made the case that a complete and
permanent ban from public housing assistance is inconsistent with federal laws.
Vocational Rehabilitation
In January 2001, Crossroads for Women began to build a network of supporters within
mainstream services agencies focused on helping these women, many with criminal
records, improve job skills and obtain jobs. Partners included representatives from the
State Department of Health and the State Office of Vocational Rehabilitation. A
memorandum of understanding (MOU) was executed at the state level that addressed the
needs of persons with mental illness in need of vocational rehabilitation services. This
MOU paved the way for the development of a specific process that results in women with
criminal records and significant disabilities being funded for vocational training.
Elements of the change include a full-time vocational counselor employed by Crossroads
for Women, the State Department of Health completing a Vocational Assessment Profile
(VAP) for each woman referred, the State Department of Vocational Rehabilitation
assigning one office to be the single point of contact for receiving VAPs from Crossroads
and enrolling women for services, and women receiving Supportive Employment
Services from Crossroads. In interview, Lisa Simpson stated that 90 percent of the
women accepted into this program have been employed.
Identification
Albuquerque Health Care for the Homeless, St. Martin’s Hospitality Center, and the New
Mexico Coalition to End Homelessness worked with the New Mexico Motor Vehicles
Department (MVD) regarding the requirement for a street address for legal identification.
After a period of outreach and negotiation, MVD now accepts P.O. boxes as sufficient for
individuals coming from within the Continuum of Care, and will issue a legal
identification card. MVD created an alternative ID card which someone could get using
a much longer list of documents to prove identity, identity number, and residency. Under
the new rules that MVD created, a homeless person would have been unlikely to obtain a

Appendix A: 209
regular ID because the list of acceptable documents was so narrow. Currently the
alternative ID card can be used for everything that a regular ID can be used for.
List of Interviewees
• Albuquerque Health Care for the Homeless - Jennifer L. Metzler (Co-Executive
Director)
• Catholic Charities - Carol Tonikha
• Crossroads for Women - Elizabeth E. Simpson (Executive Director)
• New Mexico Coalition to End Homelessness - Lisa LaBrecque (Policy and
Advocacy Director)
• St. Martin’s Hospitality Center - S. Brooks Bedwell (Assessment, Intake and
Client Services Program Manager), Karen Navarro (Client Advocate), and Lee G.
Pattison, Ph.D. (Executive Director)
• Supportive Housing Coalition of New Mexico - John Ames (Director, Housing
First)

Appendix A 210
Albany and Albany County
The Albany Continuum of Care (CoC) serves all of Albany County, with a total
estimated population of 297,556 as of 2006. The City of Albany is the population center
of the area, and also the center of the homeless and mainstream services systems.
Housing in the area could be considered relatively affordable for people with moderate
income. As elsewhere, however, the housing market is not accessible to people with low
incomes. In 2008, the fair market rent for a one-bedroom apartment was equal to 98
percent of the value of a Supplemental Security Income (SSI) check (Technical
Assistance Collaborative, 2009). While New York State does offer general cash
assistance through the Safety Net program, those in the program do not receive enough
funds to meet even modest market rents.
Albany and Albany County
Continuum of Care total population
1
297,556
Community Characteristics
SSI as % median income
2
18%
1br FMR = %SSI
2
98%
Homel
e
ss
Po
pulation
3
Total # people homeless 619
# in households w/ children 223
# households w/ children 68
# households w/o children 394
# chronically homeless 68
# with MH diagnosis 151
# with SA diagnosis 233
# veterans 63
# with HIV/AIDS diagnosis 32
# DV victims 61
# unaccompanied youth < 18 39
Demographics
1
% Hispanic 4
R
a
c
e

% American Indian/Alaskan Native 1
% Asian 5
% Black/African American 13
% Native Hawaiian/Pacific Islander 0
% White 83
% speaking English < “very well”
4
4
Age
% < 19 25
% 20 – 24 9
% 25 – 44 27
% 45 – 64 26
% > 65 14
1
2006 estimated US Census data, except where noted
2
Cooper et al, 2009
3
2007 point-in-time count
4
2006 American Community Survey
Site Selection Rationale
Provider cooperation is cited as the hallmark strength of the Albany system serving
homeless people. As the organizing entity for Albany’s CoC, the Albany County
Coalition on Homelessness (ACCH) has played and continues to play a central role in
fostering and maintaining cooperation. Interviewees described ACCH as being helpful in
identifying problems and solutions on a communitywide basis. ACCH meets on a
monthly basis, with the primary goals of coordinating the community’s resources and

Appendix A 211
identifying and remedying needs or gaps in the systems serving homeless people.
Interviewees described these meetings as productive, and indicated that they help to
move things forward outside of grant season. The membership mix (both executive
directors and line staff) was noted as helpful.
New York is a relatively generous state with respect to benefits and services, as
evidenced by, among other things, liberal Medicaid benefits, a relatively extensive public
mental health system, and SSI supplements for people with certain disabilities. General
Assistance cash benefits (GA) are offered in New York and have historically been greater
than those provided by most other GA-offering states (Gallagher et al. 1998). State
generosity promotes many of the Albany programs described in this section.
Brief History
ACCH was initially convened in 1996. Since that time, staff support for ACCH has been
provided by CARES, Inc., a local organization dedicated to serving people with
HIV/AIDS. ACCH membership includes representatives of Albany County and City
government offices, homeless and mainstream service provider organizations, community
groups, faith-based organizations, and current and formerly homeless people. Members
may be appointed or invited, or may volunteer to join.
In 2004, a number of ACCH members became interested in developing a 10 Year Plan to
End Homelessness (10YP) within the community. These efforts were endorsed by the
County Executive and the Albany Mayor, and an advisory group was convened in
November 2004. From the start, the group’s goals included addressing the needs of
homeless families and homeless/runaway youth, as well as homeless single adults;
working committees on the needs of each of these subpopulations were formed shortly
after the advisory group was convened. The plan development process also included a
series of focus groups with homeless adults, families, and youth, and a half-day
conference involving all committee members and other community members. The 10YP
was finalized in October 2005.
Structure of Community Coordination
As noted above, ACCH plays a central role in the organization and cooperation of the
community’s services for homeless people. Other key components of the system are
described here.

Appendix A 212
Albany County Department of Social Services
The community’s financial assistance programs are administered by the Albany County
Department of Social Services (DSS). In addition to Temporary Assistance for Needy
Families (TANF) and related employment services, food stamps, and Medicaid, DSS
administers Safety Net, the community’s general cash assistance program (formerly
Home Relief). New York is among the roughly 50 percent of states that require drug and
alcohol abuse screening, assessment, and treatment for welfare benefit applicants (Urban
Institute n.d.). DSS workers conduct screening and refer those who screen positive to the
Albany County Department of Mental Health (DMH) Central Management Unit for
assessment, level of care and employability determinations, referral to treatment
providers, and monitoring of individuals mandated to participate in treatment.
There is a strong administrative commitment to facilitating access to benefits and to
addressing homelessness. Provider interviewees spontaneously attested to this
commitment and indicated that it has made an impact at the ground level. DSS is
involved in ACCH meetings, and a representative of the Commissioner’s office chairs the
community’s 10 Year Plan Housing First Committee.
New York State’s primary mechanism for reimbursing emergency shelters is the DSS-
administered Temporary Assistance program (not to be confused with TANF). Those
applying for shelter eligibility generally come to DSS via Homeless and Travelers Aid
Society (HATAS) as part of the centralized intake system described below, although they
occasionally come directly to DSS and are then referred to HATAS upon determination
of eligibility. HATAS recently began maintaining onsite staffing at the DSS main office.
People seeking shelter outside of business hours apply for DSS approval on the next
business day, and DSS grants retroactive shelter reimbursement, if the applicant is
otherwise determined eligible.
Albany County Department of Mental Health
The Albany County Department of Mental Health is responsible for developing and
coordinating the community’s mental health housing, an increasingly broad set of
programs. These are contracted housing programs; DMH works to generate interest in
the local provider community, and offers support through HUD and New York State
Office of Mental Health funds. A number of mental health and homeless service
providers currently hold DMH housing contracts, including Rehabilitation Support
Services, Inc., Clearview Center, Catholic Charities, HATAS, and Capital Area Peer
Services.
DMH also leads the Albany County Single Point of Access/Accountability (SPOA), a
major mechanism for the coordination of mental health and homeless service provision in
the community. SPOA meets ever other week to coordinate and allocate resources in
relation to individual consumers’ needs; among these tasks is the establishment of
housing priorities for homeless people with mental health needs. Meetings include

Appendix A 213
representatives of DMH, mental health and homeless service providers, Capital District
Psychiatric Center (CDPC), and Albany Medical Center.
The Patient Services Coordinating Committee was formed by DMH in the interests of
better responding to people who were using a disproportionate amount of the system’s
resources, but were not receiving the services and supports that they needed. The group’s
goal is to help consumers access a unique package of services, specific to their individual
needs. In addition to provider agency representatives, the group includes DSS
representatives.
Centralized Intake: Homeless and Travelers Aid Society (HATAS)
The Homeless and Travelers Aid Society of the Capital District is a homeless services
provider that is funded by DSS to perform a centralized intake function for Albany’s
homeless services system. To fulfill this role, HATAS facilitates shelter admission and
eviction prevention. The organization has standard business hours but its on-call
assistance is available after hours and on weekends. The centralized intake process is
undergoing a period of restructuring; during our site visit, this function was being re-bid,
and HATAS was not the only agency pursuing the new contract. HATAS was awarded
the contract, but the centralized intake funding mechanism has changed. While it was
originally supported by CoC funds, it will now be funded through DSS, and new
performance criteria are in place as a result of this shift. This funding is a combination of
TANF funds through the New York State Flexible Fund for Family Services and Albany
County administrative dollars.
HATAS is also one of four community partners receiving New York State Homeless
Intervention Program (HIP) funding; the other three partners are Interfaith Partnership for
the Homeless (described below), Legal Aid Society of Northeastern New York, and
United Tenants, a local nonprofit organization that focuses on housing conditions and
tenants’ rights. Administered on a statewide basis by the New York State Office of
Temporary and Disability Assistance (OTDA) and locally by DSS, HIP is intended to
assist both individuals and families in either retaining or securing and maintaining
permanent housing for a 12-month period.
In addition to the above services and functions, HATAS operates case management and
advocacy services for victims of domestic violence, Shelter Plus Care funding, payeeship
services for SSI/Social Security Disability Income (SSDI) recipients referred from DMH,
a housing subsidy for people with disabilities who are living in shelters, and a transition
team for people discharged from CDPC as well as for aging-out youth.
Interfaith Partnership for the Homeless
The Interfaith Partnership for the Homeless was originally founded by a group of area
churches in 1984. Originally, the organization was primarily concerned with providing a
safe place for homeless people to sleep; the shelter it created has grown over the years,
necessitating two moves. The most recent of these occurred in 2004, when the

Appendix A 214
organization completely rehabilitated a building in Albany’s Arbor Hill neighborhood
using funds from the Homeless Housing and Assistance Program (a competitive program
administered by New York State OTDA). This building now houses Interfaith’s offices
and its 30-bed emergency shelter.
In addition to the shelter, Interfaith operates the Sheridan Hollow drop-in center, located
within the same block. The call for the Sheridan Hollow drop-in-center originated in the
10YP, as committee members identified a need for a single location providing access to a
wide range of services, such as mailboxes, showers, and case management. Today the
drop-in center provides all of these services; many other area providers also have co-
location arrangements with Interfaith via Sheridan Hollow (see mechanisms for further
details). At the time of our visit, Interfaith was also developing a permanent housing
program and a single room occupancy program. The organization had also recently
joined HATAS, Legal Aid, and United Tenants in providing Albany’s HIP-funded
services.
List of Interviewees
• The Addictions Care Center of Albany, Inc. - David Cornish (Program
Director) and Shari Noonan (Executive Director)
• Albany County Department of Mental Health - Susan Hornacek Daley
(Associate Director of Administration) and Melissa Harshbarger (Housing
Specialist)
• Albany County Department of Social Services - Linda Doyle (Program
Coordinator), Alice Geel (Assistant Director of Social Service Programs), Anna
Marie Massaro (Managed Care Coordinator), Beth O’Neil (Assistant Director,
Employment Division), and Patty Smith-Willsey (Director, Adult Services)
• Albany Housing Coalition, Inc. - Glenn E. Read (Director of Veteran Services)
and Joseph P. Sluszka (Executive Director)
• ARISE - Tom McPheeters
• Capital City Rescue Mission - David Poach (Intake Coordinator)
• CARES, Inc. - Joel Holl (Housing Placement Specialist), Linda Glassman
(Executive Director), and Allyson Thiessen (Homeless Information Coordinator)
• Catholic Charities of the Diocese of Albany - Deborah Damm O’Brien
(Executive Director), Thomas Coates (Housing Office Director of Operations),
and Molly Malone (Senior Case Manager)
• Clearview Center, Inc. - Judy McLaughlin (Sherman Street Project Director)

Appendix A 215
• Equinox, Inc. - Kathy Magee (Director of Domestic Violence Services)
• Homeless and Travelers Aid Society of the Capital District, Inc. - Ira
Mandelker, Ph.D. (Executive Director) and Joanne Zubris (Emergency Services
Manager)
• Hospitality House Therapeutic Community, Inc. - Lauren Guest (Road to
Recovery Specialist) and James W. Jeffreys, Ph.D. (Clinical Director)
• Interfaith Partnership for the Homeless - Brigitte Emanuel (Program Director),
Kathy Leyden (Program Director), and Janine Robitaille (Executive Director)
• Legal Aid Society of Northeastern New York, Inc. - Lillian M. Moy (Executive
Director) and Wendy Wahlberg (Deputy Director)
• Rehabilitation Support Services, Inc. - Mary Ellen McGowan-Brown (Program
Director)
• St. Catherine’s Marillac Family Shelter - Louisa Marra (Program Director)
• St. Peter’s Addition Recovery Center - Robert J. Doherty (Executive Director)
and Stephen M. Lape (Program Manager)
• United Tenants of Albany - Maria Markovics and Roger Markovics

Appendix A 216
Norfolk
According to census estimates, Norfolk’s population totaled 229,112 in 2006, making it
Virginia’s second largest city, behind Virginia Beach. The population is divided fairly
evenly between whites and blacks: 48.8 percent and 45.3 percent, respectively, with small
numbers of other groups. In 2006, those under age 18 represented 26 percent of the
population, and those over 65 represented 10.2 percent. The median family income (MFI)
in 2006 stood at $44,127, well short of the state MFI of $66,886. Norfolk’s poverty rate
(18.5 percent) almost doubled the state rate (9.5 percent), and while 78 percent of the 25+
population have a high school degree, only 19.6 percent have a BA or higher—again,
well short of the percentage for the state, 29.5 percent.
Norfolk has the second largest population of naval retirees and is the location of the
largest naval base in the world. The city’s major industries, not surprisingly, are defense
contracting (ship building), cargo shipment, and coal shipment. Its major corporations
include Norfolk Southern, Landmark Communications, Dominion Enterprises, FHC
Health Systems, Portfolio Recovery Associates, and Blackhawk Products Group. Many
of interviewees mentioned that business played a supportive role in the city’s homeless
efforts. As an example, Landmark recently made a $75,000 grant for permanent
supportive housing furniture.
Norfolk
Continuum of Care total population
1
229,112
Community Characteristics
SSI as % median income
2
17%
1br FMR = %SSI
2
123%
Homel
e
ss
Po
pulation
3
Total # people homeless 540
# in households w/ children 113
# households w/ children 40
# households w/o children 427
# chronically homeless 97
# with MH diagnosis 57
# with SA diagnosis 95
# veterans 109
# with HIV/AIDS diagnosis 13
# DV victims 42
# unaccompanied youth < 18 0
Demographics
1
% Hispanic 4
R
a
c
e

% American Indian/Alaskan Native 1
% Asian 4
% Black/African American 47
% Native Hawaiian/Pacific Islander 0
% White 51
% speaking English < “very well”
4
3
Age
% < 19 30
% 20 – 24 12
% 25 – 44 28
% 45 – 64 20
% > 65 10
1
2006 estimated US Census data, except where noted
2
Cooper et al, 2009
3
2007 point-in-time count
4
2006 American Community Survey

Appendix A 217
Norfolk’s 2008 PIT identified a total of 502 homeless people, with 139 individuals in
families and 363 single adults. Of the 502, 61 people mentioned that they were currently
living on the street, 80 were in transitional housing, and 361 were residing in an
emergency shelter. Subpopulations are broken down in Exhibit 1.
Norfolk Homeless Point in Time Subpopulations, 2008
Subpopulations Homeless Individuals
Chronically homeless 78
Mentally ill 67
Substance abuse 96
HIV/AIDS 7
Domestic violence 61
Physically disabled 69
Source: Norfolk Homeless Management Information System
Thirty-four percent of the population was identified as female and 66 percent as male.
African Americans made up 67 percent of all those counted, while whites accounted for
17 percent; 6 percent were unknown. A total of 75 individuals, or 15 percent, were
veterans.
Community Selection Rationale
Norfolk’s Homeless Action Response Team (HART) and the city’s Office to End
Homelessness (OEH) provided the initial reasoning for our community visit. Since the
creation of HART in 2004, Norfolk has received national attention as a model for
homeless services intake mechanisms. The HART team primarily serves homeless
families that are documented residents of Norfolk, providing links to mainstream
benefits, services, and housing; it also serves homeless singles coming into the
Department of Human Services (DHS), although only families are mandated to enter the
system through HART. A year after HART started, Norfolk set up the Office to End
Homelessness to ensure timely and sound implementation of their 10 Year Plan (10YP).
The Office provides a link from the mayor’s office to the broader homeless system,
guaranteeing both a central contact and continued involvement from the city’s senior
leadership.
Brief History
In early 2004, Mayor Paul Fraim and the Norfolk City Council announced the creation of
the Commission to End Homelessness, a 26-member group made up of both public and
private partners. The initial purpose of the group was to deliberate and produce a
“Blueprint,” or Norfolk’s 10 Year Plan to end homelessness. Utilizing local stakeholders
and the Norfolk Homeless Advisory Committee—a group that, in December 2003, put
out a report on the gaps in Norfolk’s homeless system—the draft identified 19 areas of
the Norfolk homeless system that needed to be developed, centering around case
management, employment and support, and housing strategies.

Appendix A 218
In concordance with the plan, Mayor Fraim established the Office to End Homelessness
in May 2005 and appointed its Director, Katie Kitchin. OEH was and is in charge of
ensuring best practices and the implementation of the 10YP. It is widely regarded as the
link from the various homeless initiatives to the mayor’s office. In addition to her role at
OEH, Ms. Kitchin also serves as an executive member of the Homeless Consortium
Board – the oversight committee for the city’s Continuum of Care.
In 2007, there was a critical reduction in available resources for homeless services
distributed by DHS and HART that resulted from the state’s more restrictive
interpretation of the Comprehensive Service Act (CSA). The CSA law, passed in the
early 1990s, allowed pooling of state agency funds, subject to a local match requirement
(set at 25 percent for Norfolk), to support family preservation and prevention of foster
care and other out-of-home placements. Previously, DHS made extensive use of CSA
funds to prevent and end homelessness, following the rationale that homelessness leads to
family dissolution and increased foster care placement for children. Because of
Norfolk’s large and unexpected usage, the state mandated that all cases using CSA funds
go before a review board (the Norfolk Interagency Consortium) with strict new
interpretations on what the funds could be used for. Norfolk had been the most liberal
and generous jurisdiction in the state in making use of CSA funds, spending close to
$600,000 through HART in 2006; at the time of this visit, HART was receiving far less
for 2008.
Structure of Community Coordination
Norfolk’s Homeless Consortium is made up of seven committees and taskforces that
oversee various aspects of the city’s system. The committees cover topics ranging from
the broader Continuum of Care to homeless management information system
development, single adult services, health care, employment, and central intake. Each
committee or taskforce consists of representatives from local agencies involved in
homeless services. The entire Consortium meets monthly while individual committees
schedule their own meeting times.
As mentioned, the Office to End Homelessness plays a critical role in coordinating
Norfolk’s homeless services effort, even beyond its director’s role on the Consortium’s
board. OEH is charged with identifying service gaps, developing new resources,
assessing existing programs, and facilitating communication between various arms of the
Continuum of Care. In that sense, it is a mechanism for smoothing, expanding, and
changing access to mainstream benefits for the homeless. Multiple interviewees
mentioned that OEH was integral in steering public dollars, like Home Investment
Partnership program and Community Development Block grant funds, into the homeless
system, and that the mayor provided invaluable support. OEH is used as a mechanism to
ensure mayoral involvement and also highlights the importance of creating a high-level,
central contact position for the city, especially in larger community efforts surrounding
the delivery of benefits and services. As an example, OEH is in charge of bringing
together all of Norfolk’s homeless providers and homeless people under one roof twice
each year, through its Project Homeless Connect. Interviewees continually noted the

Appendix A 219
success of the program, both in serving the homeless people who attended the events, and
in providing an opportunity for representatives of organizations that serve the homeless to
get acquainted with each other and build bonds of friendship. The importance of
informal social connections across organizations was cited as a key contributor to the
effectiveness of Norfolk’s approach to homelessness, as was the ongoing support of
Mayor Fraim and the existence of OEH.
Service provision for homeless people is distributed across a broad spectrum of public
and private efforts. While DHS plays a central role in mainstream agency support for the
city’s homeless, other key agencies include Norfolk’s Redevelopment and Housing
Authority, the Veterans Administration, and the Virginia Employment Commission One-
Stop. All are oriented to meeting the needs of homeless people. Mental health and
substance abuse services are almost exclusively provided by the Community Service
Board, an independent quasi-governmental agency that provides both mainstream and
homeless-specific services (Project for Assistance in Transition from Homelessness
[PATH], Housing First). In addition, through the homeless consortium and OEH, the
city’s mainstream agencies work with over 19 private homeless service providers.
Central Intake and the Homeless Action Response Team (HART)
Central Intake is a key focus of Norfolk’s 10YP plan, and an updated family intake
process has been successfully created and developed by DHS and OEH through HART.
The approach to serving single adults is less well coordinated, but moving in similar
directions. The HART team, located within the DHS office, serves as the single point of
entry for all homeless families and some singles. Through a memorandum of agreement
between DHS, three local shelters, and local providers, HART links homeless families
and singles to shelters and mainstream benefits while also providing in-home services for
families. Homeless families can go to the DHS office or they can call in through the
Norfolk Hotline. From the HART background document: “After an initial screening, all
families presenting with a housing crisis undergo an assessment using Structured
Decision Making (SDM™), a research-based tool which determines whether families are
at low, moderate, high, or very high risk of child abuse and neglect.” Today, the city
publishes a 24-hour hotline, staffed by HART and local shelters and all shelters refer
incoming families to the HART team. For singles, there is no central intake, but for those
coming into DHS, services and referrals are provided by HART.
List of Interviewees
• ACCESS Housing and Norfolk’s Homeless Consortium - Stacie Walls-Beegle
(Director)
• Community Services Board - Delsa Fauconier, Suzanne Davis, Renee Jackson
(Case Manager), Shana Baum (Case Manager), Brenda Wise (Director of
Administration), Pamela Davis (PATH Case Manager), Duane Miller (PATH Case
Manager), and Jackie Schaede.

Appendix A 220
• Department of Human Service/Homeless Action and Response Team (HART)
- Jill Baker, Program Manager
• DHS Benefits Team - Alicia Bazemore and Ken Walker
• Health Care for Homeless Veterans - Martha Chick-Ebey (Community
Outreach)
• Housing Broker Team - Mike Taylor and Jill White
• Norfolk Redevelopment and Housing Authority - John Kownack (Program
Services Director)
• Office to End Homelessness - Katie Kitchin (Director)
• One-Stop and Virginia Employment Commission - Kurt Clemons (Veterans
Representative). Kim Staley, Melvin Clemons (Veterans Representative), Hosey
Burgess, (Workforce Services Supervisor), and Nancy Stephens (Operations
Manager)
• Park Place Clinic - Dr. Subir Vij (Medical Director) and Yvonne Price (Case
Manager, Outreach)
• The Planning Council - Jill White (Housing Specialist) and Michael Taylor
(Housing Specialist)
• Salvation Army - Heidi Grass (Case Manager) and Larry Ryan (Substance Abuse
Counselor)
• Second Chances and Harbor House - Cynthia Thompson (Acting Director) and
Michael Marshal (Program Specialist)

Appendix A 221
Portland
According to census estimates, Portland’s population totaled 64,249 in 2006, making it
Maine’s most populous city. Caucasians are the predominant race, making up 92.8
percent of the city’s population. The percent of the population in 2006 that was under 18
was 21 percent, and 13.9 percent were over 65.
The median household income in 2005 was $40,500, compared with the state of Maine’s
median household income which was at $42,801. Portland’s poverty rate is at 9.7 percent.
88.3 percent of Portland’s population have earned at least a high school degree, and 38
percent have a BA or higher.
Portland is Maine's cultural, social and economic capital. It is also the principal city of
the Portland–South Portland–Biddeford, Maine Metropolitan Statistical Area, which
includes Cumberland, York, and Sagadahoc counties. Tourists are drawn to Portland's
historic Old Port district along Portland Harbor, which is at the mouth of the Fore River
and part of Casco Bay, and the Arts District, which runs along Congress Street in the
center of the city.
Portland
Continuum of Care total population
1
64,249
Community Characteristics
SSI as % median income
2
16%
1br FMR = %SSI
2
124%
Homel
e
ss
Po
pulation
3
Total # people homeless 741
# in households w/ children 294
# households w/ children 110
# households w/o children 438
# chronically homeless 44
# with MH diagnosis 121
# with SA diagnosis 72
# veterans 44
# with HIV/AIDS diagnosis 1
# DV victims 18
# unaccompanied youth < 18 0
Demographics
1
% Hispanic 2
R
a
c
e

% American Indian/Alaskan Native 1
% Asian 4
% Black/African American 3
% Native Hawaiian/Pacific Islander 0
% White 93
% speaking English < “very well”
4
3
Age
% < 19 21
% 20 – 24 8
% 25 – 44 36
% 45 – 64 21
% > 65 14
1
2006 estimated US Census data, except where noted
2
Cooper et al, 2009
3
2007 point-in-time count
4
2006 American Community Survey
In Portland, there were a total of 741 homeless people according to the 2007 point-in-
time count. This total included 110 households with children and 438 households
without children. Of the 741 people, 121 had mental health problems, 72 had substance

Appendix A 222
abuse problems, 18 were victims of domestic violence and 44 were veterans. 52.1
percent of the population was identified as female and 47.9 percent as male.
Maine has a statewide plan to end homelessness, to which the different regions and cities
contributed. Portland does not have its own separate plan to end homelessness, but it has
a long history of other homeless-related plans. Maine’s plan to end and prevent
homelessness was created by a diverse group of stakeholders from the Statewide
Homeless Council and the three Regional Homeless Councils. It is considered a work in
progress designed to continually involve everyone working to end homelessness in
Maine.
The plan provides a blueprint for meeting the needs of all homeless or at-risk populations
over the years by taking action steps to end and prevent homelessness. The plan to end
homelessness is a statewide effort with homeless service providers and stakeholders
working through each Regional Homeless Council and the Statewide Homeless Council
to meet the goal of ending homelessness in Maine. Stakeholders may provide input
through the Regional Homeless Councils or by contacting any member of the Statewide
Homeless Council.
The plan has several goals. One focuses on the front end, using outreach to help people
having a housing emergency to stay in their homes and emergency shelters to provide
safety while promoting rapid re-housing with adequate supports to increase the odds that
people will be able to retain their new housing. Another goal is to ensure an adequate
supply of appropriate housing and rental subsidies to support rapid re-housing and
stability. The next goal is to ensure that physical, mental, and chemical health needs of
homeless people are met to allow long-term stability and success. The last goal is to
ensure that issues underlying homelessness are addressed and that linkage to an effective,
on-going support system is securely in place.
Site Selection Rationale
The primary mechanism that drove our initial interest in Portland was the Continuum of
Care (CoC) that had long been established in Portland. The Emergency Shelter
Assessment Committee is a structure of the CoC. Early in the 1980s the city of Portland
and the United Way formed a task force to examine the growing phenomenon of
homeless families and develop ideas for how to address it. One task force
recommendation was for a permanent body to address homeless-related concerns; ESAC
was formed in response to this recommendation. ESAC was charged with developing
approaches to dealing with homelessness in the community, focusing initially on family
homelessness but ultimately broadening its purpose to include all homelessness.
ESAC focuses specifically on issues that pertain to Portland’s homeless population.
ESAC also establishes standards of care and performance at shelters and reviews shelters
against these standards on a regular basis. It is able to anticipate issues, troubleshoot
barriers and roadblocks, strategize for the smoothest way to introduce new practices, and
create subcommittees to address particular planning issues. The group looks at program

Appendix A 223
utilization statistics every month, discusses changes, and, if there appear to be problems,
tries to figure out what to do.
In 1996, when HUD started the Continuum of Care (CoC) approach for applying for
federal SHP funding, the Portland City Council designated ESAC to serve as the
governing entity for the city’s CoC Homeless Assistance Grant Program. As part of the
annual CoC planning and prioritizing process, which ESAC organizes every year, ESAC
established a CoC Priorities Committee that reviews project performance and quality and
assigns priority scores to applications being proposed for the city’s SuperNOFA
submission. The Priorities Committee reviews each HUD grantee to make sure it is
fulfilling the terms of its proposal and grant. Any provider that is seriously out of
compliance risks getting a low priority score and thus potentially not getting HUD
funding for the coming year. ESAC includes state representatives from MaineHouse and
DHHS who are integral to its leadership and activities. ESAC controls the membership
of the Priorities Committee to make sure that members charged with establishing priority
scores have no conflicts of interest with service providers submitting proposals.
Brief History
For a long time, Portland went its own way dealing with homelessness while the rest of
its county (Cumberland) was not part of its plans. The players in neighboring York
County knew the players from Cumberland County and interacted in state-level activities,
but there was no official coordination with homeless-related activities. In 2006, as part of
statewide organizing around homelessness, Cumberland and York Counties were asked
to work together as one of three Regional Homeless Councils. This Region I council was
the last of the three to get organized because Portland was already organized, being its
own CoC and having an array of plans in place for where it wanted its system to go and
how it wanted to use available resources and new ones as they came along or could be
raised. The DHHS director for Region I helped bring the two counties together
beginning in June 2005. After a steering committee came up with plans and a decision-
making structure that satisfied the concerns of both counties, the Region I Council was
formed. It has responsibility for planning and also for prioritizing the use of state
homeless resources within its two counties. ESAC focuses specifically on issues that
pertain to Portland’s homeless population,
Most of the Portland-specific structures and programs existed before the Region I
Council started. Some predate the 1987 McKinney Act, but they and the Portland
governance structure now participate in the regional process and are benefiting from it.
In addition to changes in ESAC, a good example of the benefits of regionalizing is the
new position devoted to homelessness prevention for families in crisis in the small towns
in Cumberland County outside of Portland, which is supported by the first-ever money
that the county has ever committed to a homeless-related function. By connecting
families to mainstream resources that help to keep them in their homes, the person in this
new position helps keep families in their home communities and prevents them from
moving to Portland to get assistance.

Appendix A 224
Structure of Community Coordination
The City of Portland has long been its own CoC and has a long history of activism related
to homelessness. Some of its structures, such as the Emergency Shelter Assessment
Committee (ESAC), date back to the early days of awareness that homelessness was here
to stay in the latter part of the 20
th
century, not just a blip caused by the 1981-82
recession. For a long time, Portland went its own way and the rest of its county
(Cumberland) was not part of its plans. Nor was there coordination with homeless-
related activities in neighboring York County, although all the players knew each other
and interacted in state-level activities. Portland was the first entity in Maine to have any
type of homeless plan or structure to deal with homelessness.
In 2006, as part of statewide organizing around homelessness, Cumberland County,
including Portland, and York County were asked to work together as one of three
Regional Homeless Councils. This Region I council was the last of the three to get
organized because Portland was already organized, being its own CoC and having an
array of plans in place for where it wanted its system to go and how it wanted to use
available resources and new ones as they came along or could be raised. The DHHS
director for Region I helped bring the two counties together beginning in June 2005.
After a steering committee came up with plans and a decision-making structure that
satisfied the concerns of both counties, the Region I Council was formed. It has
responsibility for planning and also for prioritizing the use of state homeless resources
within its two counties.
Most of the Portland-specific structures and programs that we visited for this project
existed before the Region I Council started, and some predate the 1987 McKinney Act,
but they and the Portland governance structure now participate in the regional process
and are benefiting from it. In addition to changes in ESAC a good example of the
benefits of regionalizing is the new position devoted to homelessness prevention for
families in crisis in the small towns in Cumberland County outside of Portland, which is
supported by the first-ever money that the county has ever committed to a homeless-
related function. As described in more detail below, by connecting families to
mainstream resources that help to keep them in their homes, the person in this new
position helps keep families in their home communities and prevents them from moving
to Portland to get assistance.
Trainings
With the increased emphasis on helping clients access mainstream services, ESAC began
organizing trainings given by mainstream service providers for shelter directors and case
managers/line workers to attend. The goal is to teach people how to access mainstream
services. Trainings have been done on GA, TANF/ASPIRE (Welfare-to-Work), rental
subsidies including RAC and RAC+ (two programs offered by MaineHousing, the state
housing authority), SSI/SSDI, energy assistance (LIHEAP), VA, MaineCare, SCHIP,
and food stamps, and also one by Shalom House on accessing Shelter plus Care.
Mainstream service agency staff say they can see the evidence of trainings in the referral
source and quality of applications they receive. ESAC and mainstream agency staff work

Appendix A 225
together to identify training needs, and try to schedule a training when an agency is
receiving a large number of “inaccurate” or “inappropriate” applications for its benefits.
Agency staff also note a decline in inappropriate these applications following a training.
Following trainings ESAC could see positive results in terms of increased applications
and approvals. An additional benefit of the trainings is that they offer an opportunity for
case managers to develop personal relationships with mainstream service providers.
SSI/SSDI Coordinator
The City of Portland funds a position (held by Julie Glassock) that is specifically
responsible for helping people qualify for SSI/SSDI. Ms Glassock is very successful at
this endeavor for a number of reasons. She spends a lot of time with potential applicants
to get great detail up front about their illnesses, treatment, and work histories. She
develops trusting relationships with clients and they disclose information to her that they
may not otherwise reveal on applications. She also uses her office address as a mailing
address for all of these applications so that she can stay on top of the claims and requests
from SSA (for more information, etc.) do not get lost or ignored. These two components
together establish continuity of contact (with applicants and with the SSA office.) As a
result, Portland’s primary allowance rate is much higher than the national average (~42
percent in Portland versus ~30 percent nationally). From July 1, 2007 through May
2008, 83 of the applications Ms. Glassock filed received awards, 40 at initial decision and
the rest on review. About 80 percent of the people Ms. Glassock meets with, submit
applications.
Geographic Location
The Portland shelters are very good at referring people to the State DHHS office in part
because they are (geographically) located so close to one another. Shelter staff can walk
out the door and point to the DHHS building or, if necessary, they can walk people there
directly. At one point in time the DHHS office was going to be moved to the outskirts of
town but they were able to prevent this move, in part, because their location close to the
shelters is so important to their clients.
Language Line & Refugee Services
Portland is a center for refugees, particularly from Somalia and the Sudan, but DHHS has
dealt with people speaking more than 20 different languages. In earlier years families
from both of these countries, plus secondary refugees seeking to join family, were settled
in Portland. One time Portland was at capacity and asked a shelter in Lewiston if it could
accommodate some newly arrived Sudanese families. Since that time, most of the
Sudanese gravitate to Lewiston, but Somalis and refugees from other countries still settle
predominantly in Portland.
List of Interviewees
• Catholic Charities Maine - Arian L. Giantris (Director, Refugee and Immigration
Services)

Appendix A 226
• Family Crisis Services - Heather Treadwell (Residential Services Team Leader)
• Maine Housing - Cindy Namer (Manager, Homeless Initiatives)
• Milestone Foundation, Inc. - Linda Janson (Director of Operations)
• MAPS Shelter Services - Peter Rand and Meg Ward
• People’s Regional Opportunity Program - Maurice E. Geoffrey, Raenae Moore,
and Mary L. Perry
• Portland, Maine Health and Human Services Department - Ron Bansmer
(Assistant MaineCare Program Manager), Todd Beaumier (Representative Payee,
Social Services Division), Linda Dinsmore (Human Services Counselor, Social
Services Division Family Shelter), Robert Duranleau (Director, Social Services
Division), Douglas S. Gardner (Director), Aaron Geyer (Senior Human Services
Counselor, Social Services Division), Julie Glassock (Human Services Counselor,
Social Services Division), Terry Hamilton (Program Administrator, Office of
Integrated Access and Support), Angela Havlin (Human Services Counselor,
Social Services Division, Oxford Street Shelter), Riga Hourigan (Human Services
Counselor, Adult Services), Abeir Ibrahim (Human Services Counselor, Social
Services Division), Pamela McNally (Support Services Supervisor, Social Services
Division Oxford Street Shelter), Josh O’Brien (Shelter Director, Social Services
Division Oxford Street Shelter), Regina Phillips (Program Coordinator, Social
Services Division Refugee Services), Sean Sheerins (Human Services Counselor,
Social Services Division, Oxford Street Shelter for Men), and Jeff Tardif (Family
Services Supervisor, Social Services Division)
• Preble Street - Jon Bradley (Assistant Director), Susannah Fuentes (Day Shelter
Services Coordinator), Sally Hoyt (Employment Case Manager), Rob Paritt
(Employment Services Case Worker), Mark R. Swann (Executive Director), Maria
Tripp (Logan Place Coordinator), and Amanda Wells (Women’s Shelter
Coordinator)
• Shalom House - Melany Mondello (Statewide Subsidy Coordinator) and Kyra
Walker (LAA Housing Subsidy Coordinator)
• Social Security Administration - Robert Clark (Public Affairs Specialist)
• Spring Harbor Hospital - Nancy Ashbaugh and Cynthia Kunkel
• U.S. Department of Veterans Affairs - Susan L. Whittington (Homeless Veterans
Grant and Per Diem Liaison)

227 Appendix B: Site Visit Protocols
APPENDIX B – Site Visit Protocols
Homeless People’s Access to Mainstream Services
System Overview Questions for Coordinators/System
Administrators
INTRODUCTION
Thank you for taking the time to talk with us today. We’re [INTERVIEWER NAMES]
from [AHP/URBAN INSTITUTE/WESTAT] and [AHP/URBAN INSTITUTE/WESTAT],
respectively. We’re working on a HUD-sponsored study of factors affecting homeless
people’s access to mainstream services and benefits. [COMMUNITY NAME] was chosen
as a study site, and we’re interested in talking to you as someone who is in a position to
reflect on overall community strategies and approaches to increasing mainstream access.
We’re interested in learning from you about the thinking behind how your community
has tackled the issue of bringing mainstream benefits and services into play to end
people’s homelessness, sustaining them in housing once they regain it, and preventing
other people from becoming homeless.
While our final report will include a list of everyone that we interview, we won’t cite
your comments verbatim or attribute specific statements to you by name. The only
potential exception to this rule would occur if you tell us about a program that we end up
highlighting as an illustrative program. Should this occur, we would send the final text of
the highlight to you for your sign-off before including it in any report.
Overall Community Organization to Address Homelessness
1. Please describe the ways your community is organized to address
homelessness. By this I mean the CoC and any other committees, task forces,
councils, coalitions, training or cross-training structures, advocacy structures, or
anything else currently working on some aspect of serving homeless people or
ending homelessness.

228 Appendix B: Site Visit Protocols
2. [GET ALL THE NAMES – DRAW THEM—MAKE A PICTURE.]
GRAPHIC DEPICTION OF COMMUNITY ORGANIZING STRUCTURE FOR
HOMELESSNESS
[CAN INCLUDE RELATIONSHIP TO STATE/COUNTY/CITY ENTITIES, IF
RELEVANT]

229 Appendix B: Site Visit Protocols
Public Agency Responsibilities for Mainstream Benefits and Services
3. In your community which agency is responsible for each of the following
benefits/services [SHOW LIST A, GET NAMES AND BEST CONTACT FOR
EACH AGENCY]
Strategies/Overall Community Approach to Increasing Access
4. Please tell me how your community has been thinking about assuring that
homeless people get the mainstream services they need?
a. Do you have an overall approach—something that guides you in deciding
what needs to be done and who needs to be involved? If yes, please
describe.
b. Can you tell me something of the history of your approach/these strategies?
i. When did you start trying to improve access? What were your first
approaches?
ii. Does a person’s location on the streets, in ES, in TH, or in PSH
make a difference for your community’s approach or strategy for
helping him/her get benefits? What differences?
iii. Have your strategies changed/developed since early on? If yes,
from what to what? Why? Who was involved in pushing for these
changes? Making them work?
iv. How did/do you decide what strategies might be the most
effective? What changes are under your control locally? What
state or federal policies or practices you might be able to
influence?
v. Who were/are the key people involved in the work to increase
access?
vi. What was the effect on your community’s efforts to increase
mainstream access of HUD’s shift in emphasis to put more of its
money into housing rather than services.
Entities with specific access focus
5. Do any of the entities you described earlier have a particular focus on increasing
mainstream access and/or assuring that people keep their benefits or stay
connected to services once access is assured? If yes, which one(s)? Then ask, for
each:
a. What does it do? What are its responsibilities with respect to increasing
access?
b. Who/what participates in its activities to increase access? What are their
roles/what do they do to assure access and continuing services/benefits?
i. Which mainstream service agencies (e.g., human services, social
services, TANF, Medicaid, health care, mental health, substance
abuse, HIV/AIDS, veterans)?

230 Appendix B: Site Visit Protocols
ii. Which mainstream housing agencies (e.g., housing authority,
housing finance agency, housing trust fund,
housing/economic/community development agency)
iii. Provider and advocacy groups?
iv. Consumers and other individuals?
c. [GET ANY INFORMATION ON HISTORY SPECIFIC TO THIS
COMMITTEE/ENTITY THAT WOULD ADD TO WHAT WE ALREADY
KNOW ABOUT THE DEVELOPMENT OF ACCESS MECHANISMS IN
THIS COMMUNITY.]
Challenges
6. What do you see as the biggest challenges to increasing access to mainstream
services for homeless people? Please describe how they have influenced your
community’s approaches, and also its successes?
a. Type of household—family/single adult
b. Disabilities—do specific types of disabilities or individual barriers make a
difference?
c. Sheer availability or amount of a resource, or its limited or reduced
availability?
d. For means-tested benefits that provide ongoing income, subsidy, or
services, such as GA, TANF, food stamps, Medicaid, SSI, what are the
most important factors affecting your strategies?
i. Probes: eligibility restrictions, level of government, relationships
with local government office staff, prior history of cooperation (or
lack thereof), ability to influence relevant politicians, rigor of the
application process, etc.
e. For services, such as mental health care, primary health care, substance
abuse treatment, employment-related assistance, child-related services,
what are the most important factors affecting your strategies?
i. Probes: level of government, relationships with local government
office staff, prior history of cooperation (or lack thereof), ability to
influence relevant politicians, etc.
f. As far as you are aware, does a person’s or family’s homelessness, per se,
pose a challenge to accessing mainstream services, over and above what a
poor housed person or family would face?
i. If yes, please describe.
ii. As part of this question, does a homeless person’s “location&rdquo;
within the system of homeless services make a difference to the
ease or difficulty of mainstream service access? E.g., is it easier or
harder to connect people staying in ES, vs. people in TH or PSH.
If yes, please describe the differences.

231 Appendix B: Site Visit Protocols
Perceptions of success/evidence of success
7. Please tell me how your community tells itself whether its efforts to improve
mainstream access are succeeding?
a. Do you have a formal approach—HMIS or some other data system?
i. If yes, please describe. Would this data system serve as a reliable
source of information on the extent to which homeless people
access mainstream benefits and services? If so, for which benefits
and services? Do you regularly produce reports? How many years
back to these reports go? [GET THE DATA SHOWING SUCCESS
AND REQUEST REPORTS IF APPLICABLE.]
b. I’d also like your impressions about which strategies seem to work best, and
your reasons for saying so.
c. Also, could you give me your impressions of factors that make a difference
for whether or not your efforts will succeed?
i. Issues with the specific benefit or service—are some easier than
others?
ii. Issues with household type (singles vs. families)?
iii. Issues with client characteristics such as disability, criminal record,
victimization, prior failure at particular services or programs?
iv. Issues with a person’s location on the streets, in ES, in TH, or in
PSH?
v. Issues with a person being local or coming from another
community or another state?
vi. Issues with documentation for immigrants? For other people?
Specific Mechanisms for Increasing Access to Mainstream Services
8. Please tell me all the different approaches that your community is using to
increase access. Once I have a general idea of what these mechanisms are, we
can decide which ones we should visit and I can get contact information, etc. to
set up our visit.
9. We’re interested in ANY approaches, including those that might have evolved
among one or two providers. We’ve thought about the following types of
mechanisms, but feel free to add any as we go along.
10. First, tell me about any mechanisms that make it easier to apply or to have an
application accepted (smoothing), such as mainstream outreach to homeless
service locations (putting a VA or mental health worker on site at homeless
programs once a week), creating a unified application for several benefits
programs, creating a multi-agency team, co-case management, trainings to
increase mutual knowledge among caseworkers in homeless assistance and
mainstream agencies, etc.

232 Appendix B: Site Visit Protocols
a. What mechanisms does your community have/use to make it easier to apply
or have an application accepted?
B.[MAKE LIST, GET CONTACT NAMES, PHONE, EMAIL, ETC.
i. FOR EACH ONE, GET A BRIEF DESCRIPTION OF WHAT IT IS
AND WHERE IT FITS IN THE OVERALL
STRATEGY/APPROACH, INCLUDING THAT IT DOESN’T FIT
BUT IS JUST OFF ON ITS OWN.]
11. Second, tell me about any changes in eligibility or the eligibility process that
you have been able to establish, including actual changes in agency policy,
expanded eligibility criteria, presumptive eligibility, relaxing or modifying some
documentation rules, etc
a. Have any mainstream agencies in your community made any changes in
eligibility for receipt of a benefit or service? If yes,
b. Make a list. Get names and contact info for who would be best to talk with
about each.
c. Then for each one, get a brief description of what it is and where it fits in
the overall strategy/approach, including that it doesn’t fit but is just off on
its own.
12. Third, I’d like to know about expanding or shifting resources to get more
supportive services to homeless people, including new money (e.g., new
document recordation fee that gets used to pay for services), more money added
to existing categories or line items, or new programs for particular homeless
people, set-asides, shifts in priorities for who gets a benefit, etc. Also include new
grants or contracts to homeless providers for supportive services, “whatever it
takes” funding streams, etc.
a. Has your community developed any of these expansions/additional
resources?
b. If yes, what is it/are they?
c. Make list, get contact names, phone, email, etc.
ii. For each one, get a brief description of what it is and where it fits
in the overall strategy/approach, including that it doesn’t fit but is
just off on its own.
Do you have anything else you would like to add?
Anything that is on the horizon but not yet in practice?
Any threats to existing mechanisms, or mechanisms that have already died due to
reduced funding or support?

233 Appendix B: Site Visit Protocols
In addition to yourself, who else should we be talking with to get the overall picture of
your community’s approach to increasing access to mainstream resources? Could you
give me names, contact info, and the person’s unique perspective on these issues?
[IF ADMINISTRATOR IS PRIMARY SOURCE FOR COMMUNITY] We will send
you our descriptions of the programs or activities in your community before we
submit our reports to HUD. You’ll have the opportunity to approve our
descriptions at that time, and to review them with anyone else in your community
for clarification. Thank you for your time and information. You have been
extremely helpful.
[IF ADMINISTRATOR IS SECONDARY SOURCE FOR COMMUNITY] We will
send [PRIMARY SOURCE NAME] our descriptions of the programs or activities in
your community before we submit our reports to HUD. S/he will have the
opportunity to approve our descriptions at that time, and may also choose to share
them with you or others in your community. Thank you for your time and
information. You have been extremely helpful.

234 Appendix B: Site Visit Protocols
Mainstream Agency Staff
INTRODUCTION
Thank you for taking the time to talk with us today. We’re [INTERVIEWER NAMES]
from [AHP/URBAN INSTITUTE/WESTAT] and [AHP/URBAN INSTITUTE/WESTAT],
respectively. As you’re probably already aware, we’re working on a HUD-sponsored
study of factors affecting homeless people’s access to mainstream services and benefits.
[COMMUNITY NAME] was chosen as a study site, and we’ve talked with
[ADMINISTRATOR(S)] at [ORGANIZATION NAME(S)] to identify specific mechanisms
by which that’s happening in your community. We’re interested in talking to you about
homeless people’s access to [PROGRAM NAME]’s services, and about any other things
you are involved with to help homeless people get mainstream services.
While our final report will include a list of everyone that we interview, we won’t cite
your comments verbatim or attribute specific statements to you by name. The only
potential exception to this rule would occur if you tell us about a program that we end up
highlighting as an illustrative program. Should this occur, we would send the final text of
the highlight to you for your sign-off before including it in any report.
QUESTIONS
Basics
1. Date of interview
2. Interviewer(s)
Respondent Role
3. Community
4. Name, title, contact info – [GET CARDS]
5. Agency (and division, if appropriate)
6. Program name – e.g., Social Security, The Center for Behavioral Health, etc.
7. Client types – singles only, adult men only, families only, pregnant teens only,
recovering substance abusing families only, etc.
8. Specific role (e.g., director, manager/supervisor, eligibility tech, bene counselor,
etc.)
9. Of the consumers you work with, what proportion are homeless?
Relevant benefits and services
10. [SHOW R LIST A] Which of these mainstream benefits and services does your
agency provide? [IF R INDICATES FOUR OR FEWER BENEFITS, FOR
QUESTIONS 11-17 ASK R ONLY ABOUT THESE. IF R INDICATES MORE
THAN FOUR BENEFITS AND SERVICES, ASK R: ]

235 Appendix B: Site Visit Protocols
a. Are any of these benefits and services accessed through the same process?
[IF R INDICATES THAT THE INDICATED BENEFITS AND SERVICES
ARE ACCESSED THROUGH FOUR OR FEWER PROCESSES, GROUP
THE BENEFITS BY PROCESS AND PROCEED THROUGH ITEMS 11-
17 IN REFERENCE TO EACH GROUP. IF R INDICATES THAT THE
BENEFITS AND SERVICES ARE ACCESSED THROUGH UNIQUE
PROCESSES - OR MORE THAN FOUR PROCESSES - ASK R: ]
b. Which four benefits or services do you help people get most often? [ASK R
ONLY ABOUT THESE ]
Basic information about each benefit or service that R works with/on
Okay, I’d like to start with getting some basic information about eligibility criteria,
the application process, and a few other things about each of the benefits and services
your agency provides.
11. For each mainstream benefit or service mentioned in Q10 that is included in our
scope, could you tell me:
a. For those not already enrolled, how does the application process work for
this benefit? What do clients/providers have to do/provide/fill out?
Where do you have to go?
b. What type of assistance do you provide to help people enroll? Anything
specific to homeless people?
c. Who else helps homeless people access your services? What type of
assistance do they provide?”
d. Once the application is in, how long does it take for your agency to make a
decision? If this involves any additional steps, what are they, or what
could they be?
e. What are the biggest challenges or barriers that any poor person or family
would face in establishing eligibility for this benefit/service?
f. Are there any challenges or barriers that are particularly difficult to
overcome because the applicant is homeless, as well as being poor?
g. What might cause a person to lose the benefit/service?
h. How do you reach out to insure homeless people are receiving benefits or
know about the availability of benefits? Do you get referrals from local
homeless providers?
Who else works on access for this benefit?
12. Does anyone at your agency specifically help homeless people apply for this
benefit?
13. Have you, and anyone else who works on access for this benefit, given any

236 Appendix B: Site Visit Protocols
special training to help homeless client’s and homeless service providers get
through the process faster, or with more success? If yes, please describe?
14. Do you, or anyone who works on access for this benefit, work closely with
anyone at local shelters or homeless service providers to move these applications
along faster, or more effectively? If yes, please describe.
Changes in access for/availability of this benefit/service
A number of our questions relate to mechanisms that your community is using to
increase access. When we use the term “mechanisms” we’re referring to any
approaches your community is using. These include:
• activities that are intended to make it easier to apply or to have an application
accepted (smoothing), such as starting mainstream outreach to homeless
service locations, creating a unified application for several benefits
programs, creating a multi-agency team, co-case management, trainings to
increase mutual knowledge among caseworkers in homeless assistance and
mainstream agencies, etc,
• making changes in eligibility or the eligibility process, including actual changes
in agency policy, expanded eligibility criteria, presumptive eligibility,
relaxing or modifying some documentation rules, and
• expanding or shifting resources to get more supportive services to homeless
people, including new money more money added to existing categories or line
items, or new programs for particular homeless people, set-asides, shifts in
priorities for who gets a benefit, etc.
15. For your homeless clients, has access to/availability of this benefit/service
increased, stayed level, or decreased during the last five years?
a. If increase: What mechanisms, either in the state, the service system, or
your agency has helped to increase access/availability? More/new
funding? What barriers were removed or neutralized with these
mechanisms?
b. If level: What mechanisms, either in the state, the service system, or your
agency has helped to maintain the level of access/availability?
c. If decrease: Why has access/availability declined? Funding cuts?
Changes in regulations? Additional eligibility barriers?
“Typical” benefit packages
16. What mainstream benefits would you say a “typical” homeless single is eligible
for?
a. If the answer would differ depending on whether you’re talking about
someone in ES vs. someone in TH or PSH, then what would be typical of
someone in ES? In TH? In PSH?
17. What mainstream benefits and/or services would you say a “typical” homeless

237 Appendix B: Site Visit Protocols
family is eligible for?
a. If the answer would differ depending on whether you’re talking about a
family just applying for or in ES vs. someone in TH or PSH, then what
would be typical of someone in ES? In TH? In PSH?
Strategies when a person/family may qualify for more than one benefit/service
18. What screening do you/does your agency do to determine the benefits and
services a person/family may qualify for?
a. Does everyone coming to your agency get this screening? If not, how
decide who gets it?
b. Is there a special preference for homeless individuals?
c. What happens if a person needs a benefit or service but you don’t think s/he
will qualify for it?
19. Are there any types of benefits or services that you know will take longer to get?
If yes, how do you prioritize trying to get people these benefits?
20. Does your agency work with other local agencies to link people up with services?
Does your agency work with other local service providers?
R’s Involvement with special mechanisms
21. Are you involved with any special mechanisms to improve homeless people’s
access to mainstreams services?
[GIVE EXAMPLES YOU KNOW ARE HAPPENING IN THIS COMMUNITY. ASK
FOR OTHERS]
For each mechanism that R is involved with:
22. [GET THE NAME OF THE MECHANISM. TRY TO BE CONSISTENT IN
NAMING THESE THINGS, SO WE ALL KNOW WE’RE TALKING ABOUT THE
SAME THING.]
23. [ASK R TO SHOW YOU WHERE THE MECHANISM OR MECHANISMS S/HE
WORKS WITH FITS INTO THE OVERALL STRUCTURE OF THE
COMMUNITY RESPONSE TO HOMELESSNESS THAT YOU GOT FROM THE
OVERVIEW PERSON/PEOPLE. LOCATE IT SPECIFICALLY ON THE
GRAPHIC WE HAVE OF THE COMMUNITY ORGANIZING STRUCTURE.
ASK R TO CONFIRM THE ACCURACY OF THE GRAPHIC FOR THE PART
OF THE SYSTEM THAT S/HE IS FAMILIAR WITH.]

238 Appendix B: Site Visit Protocols
GRAPHIC DEPICTION OF COMMUNITY ORGANIZING STRUCTURE FOR
HOMELESSNESS
[can include relationship to state/county/city entities, if relevant]
[FOR THESE INTERVIEWS, THIS BOX WILL BE FILLED IN WITH THE PICTURE
YOU GOT FROM THE OVERVIEW PERSON/PEOPLE YOU INTERVIEWED]

239 Appendix B: Site Visit Protocols
24. [FROM R’S PERSPECTIVE], what is it?
25. What is [R’S] role in making the mechanism work?
26. What does it do? How does it work?
27. How is it paid for? What funding streams support it?
28. [History—Do a brief check to see whether the R agrees with the description of
history we got from the admin level; what else s/he might want to add.
a. Find out specifically whether the mechanism was created in response to
HUD’s shift of resources out of services, or, if it predates that HUD
change, whether it was modified/beefed up in response to same. ]
29. Who is involved? Any other mainstream programs, in which agencies? Homeless
service providers?
30. How is it going?
a. [GET NARRATIVE OF HOW IT HAS BEEN RECEIVED, WHETHER THE
MAINSTREAM AGENCY PEOPLE SEEM TO LIKE IT, WHETHER IT
HAS HAD SIGNIFICANT CHALLENGES TO OVERCOME AND HOW IT
HAS DONE THAT (IF IT HAS), ETC.]
b. [GET EVIDENCE OF SUCCESS (MORE PEOPLE RECEIVING),
INCLUDING FROM AGENCY DATABASES, HMIS AND APRS.]
[ONCE YOU HAVE THE INFORMATION FROM QS 21-30, CLASSIFY THE
MECHANISM: DOES IT APPEAR TO BE A SMOOTHING, ELIGIBILITY, OR
EXPANSION MECHANISM, OR HAVE ELEMENTS OF ONE OR MORE OF THESE
MECHANISMS? GIVE EXAMPLES TO JUSTIFY YOUR CLASSIFICATION.]
• Smoothing—anything that makes it easier to apply or to have an application accepted
(.e.g., outreach, unified application, multi-agency team, co-case management,
trainings, etc.
• Changes in eligibility—actual changes in agency policy, expanded eligibility
criteria, presumptive eligibility practices, relaxing or modifying some documentation
rules, etc.
• Expanding or shifting resources to get more supportive services to homeless
people, including new money (e.g., new document recordation fee that gets used to
pay for services), more money, or new programs for particular homeless people, set-
asides, shifts in priorities for who gets a benefit, etc. Also includes new grants or
contracts to homeless providers for supportive services, “whatever it takes” funding
streams, etc.
31. Challenges—What do you see as the biggest challenges to increasing access to
mainstream services for homeless people? Please describe how they have
influenced the ways you try to help people get mainstream benefits and services?

240 Appendix B: Site Visit Protocols
a. Type of household—family/single adult
b. Disabilities—do specific types of disabilities or individual barriers make a
difference?
c. Sheer availability or amount of a resource, or its limited or reduced
availability?
d. Other barriers? Transportation? Documentation?
Depending on the agency:
a. [FOR AGENCIES GIVING MEANS-TESTED BENEFITS THAT PROVIDE
ONGOING INCOME, SUBSIDY, OR SERVICES, SUCH AS GA, TANF,
FOOD STAMPS, MEDICAID, SSI] what are the most important factors
affecting your ability to provide homeless people with services?
i. Probes: eligibility restrictions, transportation, documentation, level
of government, relationships with local homeless providers, prior
history of cooperation (or lack thereof), ability to influence
relevant politicians, rigor of the application process, etc.
b. [FOR AGENCIES GIVING SERVICES SUCH AS MENTAL HEALTH
CARE, PRIMARY HEALTH CARE, SUBSTANCE ABUSE TREATMENT,
EMPLOYMENT-RELATED ASSISTANCE, CHILD-RELATED
SERVICES], what are the most important factors affecting your ability to
provide homeless people with services?
i. Probes: level of government, transportation, documentation,
relationships with local homeless providers, prior history of
cooperation (or lack thereof), ability to influence relevant
politicians, etc.
c. As far as you are aware, does a person’s or family’s homelessness, per se,
pose a challenge to accessing benefits provided by your agency or other
local agencies, over and above what a poor housed person or family would
face?
i. If yes, please describe.
ii. As part of this question, does a homeless person’s “location”
within the system of homeless services make a difference to the
ease or difficulty of mainstream service access? E.g., is it easier or
harder to connect people staying in ES, vs. people in TH or PSH.
If yes, please describe the differences.
32. Perceptions of success/evidence of success—Please tell me how your agency
tells itself whether its efforts to improve access for homeless clients is
succeeding?
a. Do you have a formal approach—HMIS, your own agency database, or

241 Appendix B: Site Visit Protocols
some other data system?
i. If yes, please describe. –also [GET THE DATA SHOWING
SUCCESS].
b. I’d also like your impressions about which strategies seem to work best, and
your reasons for saying so.
c. Also, could you give me your impressions of factors that make a difference
for whether or not your efforts will succeed?
i. Issues with the specific benefit or service—are some easier than
others?
ii. Issues with household type (singles vs. families)?
iii. Issues with client characteristics such as disability, criminal record,
victimization, prior failure at particular services or programs?
iv. Issues with a person’s location on the streets, in ES, in TH, or in
PSH?
v. Issues with a person being local or coming from another
community or another state?
vi. Issues with documentation for immigrants? For other people?
Do you have anything else you would like to add?
Anything that is on the horizon but not yet in practice?
Any threats to existing mechanisms, or mechanisms that have already died due to
reduced funding or support?
We will send [PRIMARY SOURCE NAME] our descriptions of the programs or
activities in your community before we submit our reports to HUD. S/he will have
the opportunity to approve our descriptions at that time, and may also choose to
share them with you or others in your community. Thank you for your time and
information. You have been extremely helpful.

242 Appendix B: Site Visit Protocols
Homeless Program Managers/Caseworkers
INTRODUCTION
Thank you for taking the time to talk with us today. We’re [INTERVIEWER NAMES]
from [AHP/URBAN INSTITUTE/WESTAT] and [AHP/URBAN INSTITUTE/WESTAT],
respectively. As you’re probably already aware, we’re working on a HUD-sponsored
study of factors affecting homeless people’s access to mainstream services and benefits.
[COMMUNITY NAME] was chosen as a study site, and we’ve talked with
[ADMINISTRATOR(S)] to identify specific mechanisms by which that’s happening in
your community. We’re interested in talking to you about [PROGRAM NAME], and
about any other things you are involved with to help homeless people get mainstream
services.
While our final report will include a list of everyone that we interview, we won’t cite
your comments verbatim or attribute specific statements to you by name. The only
potential exception to this rule would occur if you tell us about a program that we end up
highlighting as an illustrative program. Should this occur, we would send the final text of
the highlight to you for your sign-off before including it in any report.
QUESTIONS
Basics
1. Date of interview
2. Interviewer(s)
Respondent Role
3. Community
4. Name, title, contact info – [GET CARDS]
5. Agency (and division, if appropriate)
6. Program name and level – e.g., Chrysalis House, TH; Star of Hope, ES
7. Client types – singles only, adult men only, families only, pregnant teens only,
recovering substance abusing families only, etc.
8. Specific role (e.g., director, manager/supervisor, eligibility tech, bene counselor,
etc.)
9. What proportion of your time is spent facilitating homeless peoples’ access to
mainstream benefits and services?
Relevant benefits and services
10. [SHOW R LIST A] Which of these mainstream benefits and services do you
personally help people get? [IF R INDICATES FOUR OR FEWER BENEFITS,
FOR QUESTIONS 11-17 ASK R ONLY ABOUT THESE. IF R INDICATES
MORE THAN FOUR BENEFITS AND SERVICES, ASK R: ]

243 Appendix B: Site Visit Protocols
a. Are any of these benefits and services accessed through the same process?
[IF R INDICATES THAT THE INDICATED BENEFITS AND SERVICES
ARE ACCESSED THROUGH FOUR OR FEWER PROCESSES, GROUP
THE BENEFITS BY PROCESS AND PROCEED THROUGH ITEMS 11-
17 IN REFERENCE TO EACH GROUP. IF R INDICATES THAT THE
BENEFITS AND SERVICES ARE ACCESSED THROUGH UNIQUE
PROCESSES - OR MORE THAN FOUR PROCESSES - ASK R: ]
b. Which four benefits or services to you help people get most often? [ASK R
ONLY ABOUT THESE ]
Basic information about each benefit or service that R works with/on
Okay, I’d like to start with getting some basic information about eligibility criteria, 

the application process, and a few other things about each of the mainstream benefits
and services you personally help people get.
11. For each mainstream benefit or service mentioned in Q10 that is included in our
scope, could you tell me:
a. To what extent are individuals and families already enrolled in this
mainstream benefit/service before coming to your program?
b. For those not already enrolled, how does the application process work for
this benefit? What do clients/you have to do/provide/fill out? Where do
you have to go?
c. What type of assistance do you provide to help people enroll?
d. How long does the application process take, from the time you start until
the application is submitted?
e. Once the application is in, how long does it take for [mainstream agency] to
make a decision? If this involves any additional steps, what are they, or
what could they be?
f. What are the biggest challenges or barriers that any poor person or family
would face in establishing eligibility for this benefit/service?
g. Are there any challenges or barriers that are particularly difficult to
overcome because the applicant is homeless, as well as being poor?
h. What might cause a person to lose the benefit/service?
Who else works on access for this benefit?
12. Other than yourself, does anyone else at your program or agency also help people
apply for this benefit?
13. Have you, and anyone else who works on access for this benefit, had any special
training to help you get through the process faster, or with more success? If yes,
please describe?

244 Appendix B: Site Visit Protocols
14. Do you work closely with anyone at the [name the mainstream agency that
handles this benefit] to move these applications along faster, or more effectively?
If yes, please describe.
Changes in access for/availability of this benefit/service?
A number of our questions relate to mechanisms that your community is using to
increase access. When we use the term “mechanisms” we’re referring to any
approaches your community is using. These include:
• activities that are intended to make it easier to apply or to have an application
accepted (smoothing), such as starting mainstream outreach to homeless
service locations, creating a unified application for several benefits
programs, creating a multi-agency team, co-case management, trainings to
increase mutual knowledge among caseworkers in homeless assistance and
mainstream agencies, etc,
• making changes in eligibility or the eligibility process, including actual changes
in agency policy, expanded eligibility criteria, presumptive eligibility,
relaxing or modifying some documentation rules, and
• expanding or shifting resources to get more supportive services to homeless
people, including new money more money added to existing categories or line
items, or new programs for particular homeless people, set-asides, shifts in
priorities for who gets a benefit, etc.
15. Has access to/availability of this benefit/service increased, stayed level, or
decreased during the last five years?
a. If increase: What mechanisms, either in the state, the service system, or
your agency has helped to increase access/availability? More/new
funding? What barriers were removed or neutralized with these
mechanisms?
b. If level: What mechanisms, either in the state, the service system, or your
agency has helped to maintain the level of access/availability?
c. If decrease: Why has access/availability declined? Funding cuts?
Changes in regulations? Additional eligibility barriers?
“Typical” benefit packages
16. What mainstream benefits would you say a “typical” homeless single adult gets?
a. If the answer would differ depending on whether you’re talking about
someone in ES vs. someone in TH or PSH, then what would be typical of
someone in ES? In TH? In PSH?
17. What mainstream benefits and/or services would you say a &ldquo;typical” homeless
family gets?
a. If the answer would differ depending on whether you’re talking about a
family just applying for or in ES vs. someone in TH or PSH, then what

245 Appendix B: Site Visit Protocols
would be typical of someone in ES? In TH? In PSH?
Strategies when a person/family may qualify for more than one benefit/service
18. What screening do you/does your program do to determine the benefits and
services a person/family may qualify for?
a. Does everyone coming to your program/agency get this screening? If not,
how decide who gets it?
b. Who do you attend to first—those who may qualify for many
benefits/services, or those who only qualify for one or two?
c. What happens if a person needs a benefit or service but you don’t think s/he
will qualify for it?
19. Are there particular benefits or services that you would usually try for first—
because they are easier to access or for some other reason? What are these?
20. Are there any types of benefits or services that you know will take longer to get?
If yes, how do you prioritize trying to get people these benefits? Start
immediately because it does take longer? Get the easy ones done first and then
start on the hard ones? Something else?
R’s Involvement with special mechanisms
21. Other than the usual casework that someone in your position might do, are you
involved with any special mechanisms to improve homeless people’s access to
mainstream services?
[GIVE EXAMPLES YOU KNOW ARE HAPPENING IN THIS COMMUNITY. ASK FOR
OTHERS]
For each mechanism that R is involved with:
22. [GET THE NAME OF THE MECHANISM. TRY TO BE CONSISTENT IN
NAMING THESE THINGS, SO WE ALL KNOW WE’RE TALKING ABOUT THE
SAME THING.]
23. [ASK R TO SHOW YOU WHERE THE MECHANISM OR MECHANISMS S/HE
WORKS WITH FITS INTO THE OVERALL STRUCTURE OF THE
COMMUNITY RESPONSE TO HOMELESSNESS THAT YOU GOT FROM THE
OVERVIEW PERSON/PEOPLE. LOCATE IT SPECIFICALLY ON THE
GRAPHIC WE HAVE OF THE COMMUNITY ORGANIZING STRUCTURE. ASK
R TO CONFIRM THE ACCURACY OF THE GRAPHIC FOR THE PART OF
THE SYSTEM THAT S/HE IS FAMILIAR WITH.]

246 Appendix B: Site Visit Protocols
GRAPHIC DEPICTION OF COMMUNITY ORGANIZING STRUCTURE FOR
HOMELESSNESS
[CAN INCLUDE RELATIONSHIP TO STATE/COUNTY/CITY ENTITIES, IF
RELEVANT]
[FOR THESE INTERVIEWS, THIS BOX WILL BE FILLED IN WITH THE PICTURE
YOU GOT FROM THE OVERVIEW PERSON/PEOPLE YOU INTERVIEWED]

247 Appendix B: Site Visit Protocols
24. [FROM R’S PERSPECTIVE], what is it?
25. What is [R’s] role in making the mechanism work?
26. What does it do? How does it work?
27. How is it paid for? What funding streams support it?
28. [HISTORY—DO A BRIEF CHECK TO SEE WHETHER THE R AGREES WITH
THE DESCRIPTION OF HISTORY WE GOT FROM THE ADMIN LEVEL;
WHAT ELSE S/HE MIGHT WANT TO ADD.
a. FIND OUT SPECIFICALLY WHETHER THE MECHANISM WAS
CREATED IN RESPONSE TO HUD’S SHIFT OF RESOURCES OUT OF
SERVICES, OR, IF IT PREDATES THAT HUD CHANGE, WHETHER IT
WAS MODIFIED/BEEFED UP IN RESPONSE TO SAME. ]
29. Who is involved? Especially which mainstream programs, in which agencies?
30. How is it going?
a. [GET NARRATIVE OF HOW IT HAS BEEN RECEIVED, WHETHER THE
CASEWORKERS AND MAINSTREAM AGENCY PEOPLE SEEM TO
LIKE IT, WHETHER IT HAS HAD SIGNIFICANT CHALLENGES TO
OVERCOME AND HOW IT HAS DONE THAT (IF IT HAS), ETC.]
b. [GET EVIDENCE OF SUCCESS (MORE PEOPLE RECEIVING),
INCLUDING FROM HMIS AND APRS.]
[ONCE YOU HAVE THE INFORMATION FROM QS 21-30, CLASSIFY THE
MECHANISM: DOES IT APPEAR TO BE A SMOOTHING, ELIGIBILITY, OR
EXPANSION MECHANISM, OR HAVE ELEMENTS OF ONE OR MORE OF THESE
MECHANISMS? GIVE EXAMPLES TO JUSTIFY YOUR CLASSIFICATION.]
• Smoothing—anything that makes it easier to apply or to have an application accepted
(.e.g., outreach, unified application , multi-agency team, co-case management,
trainings, etc.
• Changes in eligibility—actual changes in agency policy, expanded eligibility
criteria, presumptive eligibility practices, relaxing or modifying some documentation
rules, etc.
• Expanding or shifting resources to get more supportive services to homeless
people, including new money (e.g., new document recordation fee that gets used to
pay for services), more money, or new programs for particular homeless people, set-
asides, shifts in priorities for who gets a benefit, etc. Also includes new grants or
contracts to homeless providers for supportive services, “whatever it takes” funding
streams, etc.
31. Challenges—What do you see as the biggest challenges to increasing access to
mainstream services for homeless people? Please describe how they have

248 Appendix B: Site Visit Protocols
influenced the ways you try to help people get mainstream benefits and services?
a. Type of household—family/single adult
b. Disabilities—do specific types of disabilities or individual barriers make a
difference?
c. Sheer availability or amount of a resource, or its limited or reduced
availability?
d. For means-tested benefits that provide ongoing income, subsidy, or
services, such as GA, TANF, food stamps, Medicaid, SSI, what are the
most important factors affecting your strategies?
i. Probes: eligibility restrictions, level of government, relationships
with local government office staff, prior history of cooperation (or
lack thereof), ability to influence relevant politicians, rigor of the
application process, etc.
e. For services, such as mental health care, primary health care, substance
abuse treatment, employment-related assistance, child-related services,
what are the most important factors affecting your strategies?
i. Probes: level of government, relationships with local government
office staff, prior history of cooperation (or lack thereof), ability to
influence relevant politicians, etc.
f. As far as you are aware, does a person’s or family’s homelessness, per se,
pose a challenge to accessing mainstream services, over and above what a
poor housed person or family would face?
i. If yes, please describe.
ii. As part of this question, does a homeless person’s “location”
within the system of homeless services make a difference to the
ease or difficulty of mainstream service access? E.g., is it easier or
harder to connect people staying in ES, vs. people in TH or PSH.
If yes, please describe the differences.
32. Perceptions of success/evidence of success—Please tell me how you/your
program tells itself whether its efforts to improve mainstream access are
succeeding?
a. Do you have a formal approach—HMIS or some other data system?
i. If yes, please describe. –also GET THE DATA SHOWING
SUCCESS.
b. I’d also like your impressions about which strategies seem to work best, and
your reasons for saying so.
c. Also, could you give me your impressions of factors that make a difference
for whether or not your efforts will succeed?

249 Appendix B: Site Visit Protocols
i. Issues with the specific benefit or service—are some easier than
others?
ii. Issues with household type (singles vs. families)?
iii. Issues with client characteristics such as disability, criminal record,
victimization, prior failure at particular services or programs?
iv. Issues with a person’s location on the streets, in ES, in TH, or in
PSH?
v. Issues with a person being local or coming from another
community or another state?
vi. Issues with documentation for immigrants? For other people?
Do you have anything else you would like to add?
Anything that is on the horizon but not yet in practice?
Any threats to existing mechanisms, or mechanisms that have already died due to
reduced funding or support?
We will send [PRIMARY SOURCE NAME] our descriptions of the programs or
activities in your community before we submit our reports to HUD. S/he will have
the opportunity to approve our descriptions at that time, and may also choose to
share them with you or others in your community. Thank you for your time and
information. You have been extremely helpful.

252 Appendix C: References
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