System Planning

Those at risk of or experiencing homelessness must navigate more than 130 different agencies to access services. In order to prevent and end homelessness, we need to move away from disjointed individual responses, and instead build a System of Care.

A System of Care

The System of Care coordinates resources to ensure community-level results align with 10 Year Plan goals and meet client needs effectively. Rather than relying on an organization by organization approach, system planning uses a framework to provide consistent services in purposeful and strategic way.

To build a successful System of Care, system planning:

• defines the key program types that serve as the basic building blocks of the system;
• ensures programs have clear, consistent and transparent eligibility and prioritization rules to serve the right population with the right service(s);
• has clear and appropriate performance measures and service quality expectations at the program and system levels;
• uses common tools to assess the acuity (needs) of clients to allow comparison across programs, make appropriate referrals, and track client progress;
• engages stakeholders in continuous performance monitoring, priority setting, and improvements; and
• enables the sharing of information across providers and with funders using the Homeless Management Information System (HMIS).

Calgary’s Model

Calgary’s System of Care is composed of nine key program types, shown in the chart below, which deliver distinct services. Each program type has a clear service model and target population, eligibility and prioritization criteria, as well as performance indicators.

Performance measurement and monitoring is achieved using the following:

The HMIS allows front-line staff to apply the System of Care by ensuring consistent service provider program definitions, intake and eligibility criteria, and outcome measurement. HMIS also allows programs to use consistent client assessment tools appropriate for their target population and role in the system. This helps CHF at the aggregate level to understand how clients fare as result of service interventions over time.

Benefits

Implementing a system planning approach to homeless service delivery has major benefits for clients, agencies, and funders. System planning enables us to:

• monitor program functioning and analyze how programs fare in comparison to one another;
• reduce duplication of services to leverage existing resources;
• target clients to the appropriate agencies and services;
• provide system structure so homeless service providers work together towards common goals;
• determine concrete steps to success for each client;
• illustrate the level of service quality expected of everyone;
• keep programs accountable to funders; and
• quantify how well we are doing at meeting targets in the 10 Year Plan.

Implementation

A 40-member Advisory Committee was established in 2011 and helped develop key elements of the System Planning Framework. Currently, the CHF is working with funded agencies to ensure contracts align to system planning for fiscal 2012/13.

The Advisory Committee recommended CHF work to develop an ongoing system planning process which includes formal input from stakeholders (service providers, public system partners, funders) on a quarterly basis.

Sustainability

System planning will be needed beyond the completion of the 10 Year Plan to ensure the System of Care can continue to adapt and respond to demands. We are building agency capacity to undertake system planning and want to see this process ingrained in service delivery across  the system.

In 2012, we are focusing on increasing participation by other funders and mainstream systems (health, corrections, child intervention, etc.) to ensure our efforts are aligned.

Learn More

To learn more, please read the System Planning Framework detailed document, or contact:

Alina Turner, VP Strategy
alina(AT)calgaryhomeless.com
403 718 8527