Join us for the 8th Annual
Data That Makes a Difference Conference
Date: Wednesday, May 28 – Thursday, May 29, 2025
Location: Downtown Campus – University of Calgary. (906 8 Ave SW, Calgary, AB T2P 1H9)
Early Bird Registration: March 5 – March 31, 2025, $250 (plus processing fees)*
General Registration: April 1 – May 7, 2025, $300.00 (plus processing fees)*
*Limit of 10 tickets per organization
Registration closes May 7, 2025
If you have any questions, please feel free to contact us at: info@calgaryhomeless.com
Data That Makes A Difference
Calgary Homeless Foundation and The School of Public Policy invite you to the 8th Annual Data That Makes a Difference. This two-day national conference brings together data professionals, service delivery partners, and researchers to exchange insights and learnings about the data-driven innovations that are transforming the homeless-serving system of care.
How does data inform the work of service and program providers in the homeless serving sector?
Under this umbrella, there are three key areas of focus:
Impactful Data – Practical Applications and Sector Insights:
Exploring how specific data has been effectively applied and made a tangible difference across the homeless serving sector.
Current Trends – Emerging Research and Data Connections:
Highlighting the latest advancements, trends, and newly identified connections in data that are driving change.
Data Gaps and Unasked Questions: What’s Needed for Progress?
Identifying the critical data we still need, and the important questions we should be asking to unlock new opportunities for impact.
Bursary for People With Lived Experience
Are you a person with lived experience of homelessness and would like to attend the Data That Makes a Difference conference, but cost is a barrier? Please fill out the form below, and we will reach out to you with accessible options for attendance.
Heath Priston
The impact of centralized shelter access data: a view from Toronto’s shelter and allied services system.
View Speaker’s Bio
Heath Priston is manager of a data, analysis and reporting team in the Toronto Shelter and Support Services division in the City of Toronto. Trained as an urban geographer and urban planner, he has worked to support the use of data to address community and social policy issues throughout his career in freelance consulting and municipal public service.
View Presentation’s Abstract
The impact of centralized shelter access data: a view from Toronto’s shelter and allied services system.
Toronto’s shelter and allied services system offers a diverse range of programs, with 20% of capacity operated directly by municipal programs, and 80% of capacity delivered by 36 community agencies, providing service at over 100 locations across the city. In a service system of this size and complexity, understanding shelter access from the perspective of unique clients has benefited from a centralized access model managed through a Central Intake call centre.
Toronto’s shelter system currently serves over 10,000 people a night, a 150% increase from the 4,000 people a night served by the system in January 2016. Even this significant growth in capacity has not been sufficient to meet the growth in demand for shelter. Understanding and documenting the demand experienced at its Central Intake service has been critical in Toronto’s system planning and advocacy for support from other orders of government. In particular, data on who and how many people have not been able to access shelter when calling the City’s Central Intake line has become a vital statistic for both decision support and long-term planning.
This presentation will focus on how the shift in service access necessitated in the COVID-19 pandemic has provided Toronto with a new data source on service demand that has: helped shift the debate on system capacity; validated the impact of refugee claimant homelessness on the city’s shelter system; and supported better modelling of anticipated demand for shelter planning.
Ron Kneebone
Food Bank Use As a Predictor of Homelessness
View Speaker’s Bio
Ron Kneebone is Director of Social Policy Research in the School of Public Policy at the University of Calgary. He leads a very small team of researchers investigating issues related to poverty, homelessness, domestic violence, and immigration. He and his team specialize in giving large administrative data sets the opportunity to reveal the truth about social problems and what may be effective public policies for addressing them.
View Presentation’s Abstract
Food provided by a food bank is a close substitute for food purchased in a retail store. We hypothesize that this characteristic of food bank services means that threats to one’s ability to maintain housing – increased rents, job loss, inadequate income supports, high prices generally – can be expected to result in growing reliance on food banks as a way of conserving income for the payment of rent. This policy brief derives, presents, and evaluates preliminary results from an ongoing study of how individuals and families respond to shocks to their budgets that present challenges to their ability to maintain housing. We hypothesize that such a shock sets in motion an effort by a household to conserve income for the payment of rent and so a coincident increase in its use of food banks. By linking administrative datasets reporting food bank use and entry into homeless shelters by uniquely identified people, we show how reliance on food banks increases as individuals and families near the date when housing is lost. This research has the potential for identifying periods of intervention that may prevent homelessness.
Lucie Richard
How research in Toronto about cold-related injuries and hospital visits to avoid cold exposure has been leveraged to drive policy change in Toronto’s winter service planning.
View Speaker’s Bio
Lucie Richard is an Adjunct Scientist at MAP Centre for Urban Health Solutions in Toronto. With expertise in leveraging primary, secondary, and integrated data sources, she develops and uses novel approaches to extract actionable insights about the health and healthcare needs of people experiencing homelessness. She led the development and validation of a low-burden, cost-effective method to identify homelessness within health administrative data, which was used in recent work on cold-related injuries and cold exposure related emergency visits to help make the case for improved winter service planning in Toronto.
View Presentation’s Abstract
In many Canadian communities, winter service planning for people experiencing homelessness is reactive, often constrained by cost considerations rather than evidence. Arbitrary temperature thresholds (most commonly -15°C in Ontario and -20°C in Alberta) or extreme weather alerts trigger a series of public health responses, including the opening of emergency warming spaces. However, research shows that most cold-related injuries occur at temperatures above -15°C (Zhang et al, 2019). Service providers, outreach workers and emergency department staff see the consequences of these policies firsthand, but policymakers require more than anecdotal evidence to justify change.
In this presentation, we share how research in Toronto about cold-related injuries and hospital visits to avoid cold exposure has been leveraged to drive policy change in Toronto’s winter service planning. Using health administrative data, these studies quantified the population-level burden of cold-related injuries among people experiencing homelessness (Richard et al, 2023) and revealed a 70% increase in emergency department visits attributable to cold exposure (Richard et al, 2023) the same year Toronto closed its COVID shelter hotels. Advocates and policy partners leveraged this and prior evidence to successfully push for lowering Toronto’s threshold for opening additional warming spaces (from -15°C to -5°C), expanding warming spaces and 24-hour respite, and prompting Toronto’s first declaration of a homelessness emergency in 20 years.
Throughout this presentation, we discuss the power of administrative health data in driving policy change. By providing population-level evidence, service providers and policymakers can promote decision-making based on real health risks rather than arbitrary thresholds –setting a precedent for other cities to follow.
Robert Falconer
Simple Tools for Collecting Data on Sensitive Issues, Behaviours, and Outcomes.
View Speaker’s Bio
Robert Falconer is a Research Fellow at the University of Calgary School of Public Policy and Doctoral Fellow at the London School of Economics. His work focuses on the evaluation of social programs, especially those dealing with sensitive issues or behaviours. This includes describing the role of social agencies in supporting newcomers to Canada, and a recent experiment in the UK on the impact of refugee sponsorship on British attitudes towards migration. He holds a Master of Public Policy from the University of Calgary, and an Honours Bachelor of Arts from the University of Toronto.
View Presentation’s Abstract
Social agencies and governments require various data to support clients and measure progress on their mandates. Both face challenges to collecting data on sensitive issues at the core of their missions. Embarrassment, shame, or fear of repercussion limits the disclosure of trauma or behaviours, including substance abuse. The underreporting of these issues hampers support for individuals and changes to policy.
Kevin Webb
Leveraging Real-Time Data for Operational Improvements.
View Speaker’s Bio
Kevin Webb is a dedicated leader in Calgary’s homelessness and housing sector, focused on creating sustainable housing solutions for vulnerable populations. As a senior leader at the Calgary Drop-In & Rehab Centre, he oversees the Emergency Shelter, Housing Programs, and mixed-market residential buildings, ensuring a housing-focused, recovery-oriented approach that prioritizes dignity, stability, and long-term success. Kevin leverages data-driven decision-making to enhance program effectiveness, optimize resources, and drive system-wide improvements. Through his strategic vision and operational expertise, he remains a driving force in Calgary’s efforts to end homelessness and improve housing accessibility
View Presentation’s Abstract
Leveraging Real-Time Data for Operational Improvements.
Over the past year, the Calgary Drop-In & Rehab Centre has prioritized guest and staff feedback to drive meaningful operational changes. Previously, we relied on annual surveys, which limited our ability to respond quickly to emerging needs. To address this, we introduced a self-serve kiosk that allows guests to provide real-time feedback on our services. This continuous data collection has helped us identify trends, address concerns promptly, and improve service quality.
Beyond guest feedback, we have also used this platform to conduct staff surveys, particularly regarding safety perceptions. These insights have led to operational changes and enhanced training programs, ensuring a safer and more supportive environment for both guests and staff. Key benefits of real-time data collection include:
- Faster Response Times – We can identify issues as they arise and implement immediate improvements.
- Enhanced Service Delivery – Real-time feedback has informed changes to meal services, cleanliness, and program accessibility.
- Improved Safety Measures – Staff feedback has shaped training, security protocols, and workplace safety initiatives.
- Better Resource Allocation – Data-driven decisions allow us to prioritize efforts where they are most needed.
Compared to annual surveys, real-time data provides a continuous flow of information, higher engagement, and actionable insights that drive ongoing improvements. Moving forward, we plan to expand survey scope, refine data analysis, and further integrate feedback into decision-making.
This presentation will highlight the advantages of real-time data, showcase the significant changes we’ve made, and discuss emerging trends that continue to shape our operations.
Rachel Butler Campbell
Everyone Counts and Beyond: Past and Future PiT Counts in the Broader Landscape of Homelessness Data.
View Speaker’s Bio
Rachel Campbell is a senior policy analyst in the Homelessness Analysis Team at Housing, Infrastructure and Communities Canada (HICC), where she leads the nationally coordinated point-in-time counts. She has coordinated multiple point-in-time counts in Calgary and New York City. She has worked in homelessness policy and research since 2006 and holds a master’s degree in public policy from the University of Calgary.
View Presentation’s Abstract
Point-in-Time (PiT) Counts have been conducted in numerous communities over many years to measure homelessness in a consistent way. It is one of the most consistent measures of homelessness, used in an increasing number of places around the world. In Canada, PiT Counts are a community-level measure of sheltered and unsheltered homelessness and include a survey that collects information on a wide range of characteristics and experiences of people affected by homelessness. Much of this information is not collected in any other homelessness data source of this scale. When considered with other sources of data, the PiT Counts contribute to an ever-improving understanding of homelessness and the people who are affected by it.
Methodological standards are set by Housing, Infrastructure, and Communities Canada (HICC) and training and guidance are provided to improve consistency in data collection methods across the country. This enables aggregation of data across the country and comparison between jurisdictions. Data from PiT Counts is frequently cited by researchers and used by all levels of government as well as community organizations to inform program and policy development, support funding applications, and target resources to the areas of greatest need.
Communities across Canada conducted a PiT count in 2024. HICC has aggregated the enumeration and survey data from these communities to update the national picture of homelessness. This presentation will explore the changes we have seen in the number of people experiencing homelessness in Canada, and how those populations are changing. It will also describe the future of PiT counts in Canada and how changes will affect availability of data on the state of homelessness for researchers, provincial and territorial governments, and community-level organizations.
Michael Lenczner
View Speaker’s Bio
Michael Lenczner is the CEO of DARO. He has over 20 years of experience in the areas of civil society, use of tech & data and of Open Government. He is a frequent collaborator on academic-community research partnerships and regularly serves on nonprofit boards and advisory groups related to technology, democracy, and civil society. Since 2018, Mike has been a Fellow at Carleton University’s School of Public Policy and Administration.
As an advisor to the Making the Shift initiative, he focused on the ways that the homelessness sector can better leverage existing data to understand and prevent youth homelessness.
View Presentation’s Abstract
The current data available for researchers, practitioners, and policymakers in the homelessness sector (i.e. HIFIS/HMIS & PIT count) is insufficient to inform prevention efforts and answer key questions: who becomes homeless and why. This presentation will look at the ways in which the public health sector manages its data and data infrastructure as a potential model for the homelessness sector. With funding from Making the Shift and support from DARO, PolicyWise engaged stakeholders across the sector on the barriers, challenges, and solutions on how data is collected, managed, and applied. They used that research to draft a roadmap for the data infrastructure of the homelessness sector, focusing specifically on the need to prevent youth homelessness. Through the process, it became apparent that there is a critical need to shift the focus from increasing investment in the flawed approach of building data capacity of individual organizations to creating data infrastructure that addresses the needs of all stakeholders. This shift in homelessness data will require the sector to move away from a model in which an organization “owns” data infrastructure to a model of stewardship, similar to the change required to adapt from HIFIS 3 to HIFIS 4.
Michael Grant (Co-Presenter, CHF)
Coordinated Access and Assessment (CAA) triage tool.
View Speaker’s Bio
Michael started his career as a Housing Case Manager with the Calgary Alpha House Society supporting vulnerable Calgarians with complex addictions and mental health issues. In 2017, Michael transitioned to the Calgary Homeless Foundation as a practicum student and was hired as a System Planner, where he remained until 2022. Michael then transitioned to the Distress Centre for a year to act as the Program Manager for the Coordinated Entry Team at the SORCe. In 2023, Michael transitioned back to CHF with his current role as Manager of the System Planning Team.
Mike was born and raised in Calgary and has a very soft spot for the city and its community, especially the music scene. He has also been a part of Calgary’s music community since he was a teenager, where he has been a part of multiple bands that have released records and travelled to various parts of North America and Europe. Mike also enjoys playing golf, watching documentaries, cooking, and spending time with his friends and family.
View Presentation’s Abstract
In collaboration with Nick Falvo Consulting, Calgary Homeless Foundation (CHF) developed a new Coordinated Access and Assessment (CAA) triage tool in partnership with stakeholders from the Homeless-Serving System of Care (HSSC) and the broader community. This initiative aimed to replace the Needs and Services Questionnaire (NSQ), also known as the VI-SPDAT, which had been widely criticized for failing to meet the needs of the local context.
Through extensive consultations and feedback sessions with stakeholders, the newly developed tool has been validated as more person-centered, strengths-based, trauma-informed, and culturally safe—particularly for Indigenous individuals. It is also designed to be relational, purposeful, effective, and equitable for all users. Additionally, because CHF owns the tool, it can be continuously adapted and refined to respond to the evolving needs of the community.
As the tool has been developed from the ground up, it has provided us with the opportunity to focus not only on the individuals utilizing the tool but also on the effective use of the data collected. This approach has facilitated the creation of a dynamic triage system, supported by a dashboard that allows for a comprehensive view of all individuals on the list while also enabling individualized triage based on each person’s unique needs and circumstances.
Stephen Reilly (Co-Presenter, CHF)
Coordinated Access and Assessment (CAA) triage tool.
View Speaker’s Bio
Stephen is a dedicated Data Visualization Analyst with a diverse academic background and a passion for making data accessible to everyone. He holds three degrees: a Bachelor of Arts in Music, a Master of Arts in Music, and a Master of Science in Data Science, the latter of which he completed in 2021 at the University of Liverpool.
Since joining CHF in 2022, Stephen has led the development and overhaul of all agency-facing dashboards, significantly enhancing their usability and effectiveness. His work ensures that data is both accessible and comprehensible for all users. In his spare time, Stephen enjoys playing soccer, exploring Calgary and getting out to the mountains.
View Presentation’s Abstract
In collaboration with Nick Falvo Consulting, Calgary Homeless Foundation (CHF) developed a new Coordinated Access and Assessment (CAA) triage tool in partnership with stakeholders from the Homeless-Serving System of Care (HSSC) and the broader community. This initiative aimed to replace the Needs and Services Questionnaire (NSQ), also known as the VI-SPDAT, which had been widely criticized for failing to meet the needs of the local context.
Through extensive consultations and feedback sessions with stakeholders, the newly developed tool has been validated as more person-centered, strengths-based, trauma-informed, and culturally safe—particularly for Indigenous individuals. It is also designed to be relational, purposeful, effective, and equitable for all users. Additionally, because CHF owns the tool, it can be continuously adapted and refined to respond to the evolving needs of the community.
As the tool has been developed from the ground up, it has provided us with the opportunity to focus not only on the individuals utilizing the tool but also on the effective use of the data collected. This approach has facilitated the creation of a dynamic triage system, supported by a dashboard that allows for a comprehensive view of all individuals on the list while also enabling individualized triage based on each person’s unique needs and circumstances.
Chantel Large (Co-Presenter, Miskanawah)
Oral Truthing.
View Speaker’s Bio
Chantel Large is Cree from Saddle Lake, Alberta although she has been a visitor in Mohkinstsis (Calgary) for most of her life. Chantel graduated from the University of Calgary with a Masters in Social Work in 2015. She currently works as the Cultural Services Manager at Miskanawah and she’s a Sessional Instructor at the University of Calgary Faculty of Social Work.
Chantel has a lot of diverse experience in the field of social work including working as a child, youth and family support worker; a mental health therapist; and in chronic kidney disease research. She has been invited to present as a keynote speaker and in panels and forums across the country on a variety of topics. She is the recipient of the 2023 Students’ Union Teaching Excellence Award, the recipient of the 2023 Faculty of Social Work Undergraduate Teaching Award, and the recipient of the 2023 University of Calgary Teaching Award for Indigenous Ways of Knowing.
Chantel has been described as an “Edgewalker” due to her ability to walk in two worlds and build bridges between western and traditional knowledge systems. In her role as Cultural Services Manager, Chantel has had the privilege to learn from many Elders and she takes her role as an Elder’s helper very seriously. In Chantel’s family, the three generations that came before her attended residential school so she describes her greatest accomplishment to be raising her four children alongside her husband.
View Presentation’s Abstract
The focus of this presentation will be on Miskanawah’s Oral Truthing Ceremony. The Oral Truthing Ceremony is the primary evaluation strategy of Miskanawah’s Indigenous Evaluation Framework. We adopt protocols that assess whether the services are meeting the needs and expectations of service recipients. This approach is informed by traditional and cultural processes framed by three primary domains:
- Culture (process): the entirety of the Oral Truthing Ceremony follows a culturally-informed evaluation practice (paralleled to Western requirements) and involves two separate yet related processes: (1) the Pipe Ceremony that culturally validates the process and (2) the Oral Truthing Ceremony (narrative assessment as requested).
- Miskanawah Core Teachings (outcomes): oral stories are shared in response to Miskanawah’s four core teachings which are wahkotiwin, miyo-pimatsiwin, setaskatowin, and nagatohke.
- Story (reporting practice): once the formal Oral Truthing Ceremony (evaluation) is completed, and the Miskanawah and Funder indicators are aligned, a final step is completed as requested: (1) written into a Story format, the story narrative should be approved by both Elders and Miskanawah leadership and (2) the Story is then drawn on as source information and translated to Funder written reports. These collective impact measures reveal the true impact of Miskanawah programming and the Story, as a living spirit, helps Miskanawah respond to actual need.
Paige Cairns (Co-Presenter, Miskanawah)
Oral Truthing.
View Speaker’s Bio
Paige Cairns was born and raised in in Mohkinstsis (Calgary) and has resided in Airdrie for the past 12 years. Adopted at a very young age, Paige has little information about her heritage however started her journey to understanding Indigenous ways of knowing and being over a decade ago.
Paige holds a Bachelor of Child Studies and has held leadership positions in the human services sector for the past 15 years. She spent the early years of her career working with high risk, homeless youth before finding a passion for family unification. Paige has dedicated much of her career to addressing the over representation of Indigenous children in the Child Welfare system.
Paige has worked with miskanawah for the past 12 years in varying leadership roles. Currently she is the manager of Nipsisak (cree for Willows) which encompasses miskanawah’s housing and homelessness diversion programs.
Paige is very involved in her community of Airdrie and has organized an annual fundraiser for the Airdrie Foodbank for the last 10 years, raising over $55,000. She has been nominated for “Airdrie Woman of the year” twice for her community contributions.
Paige is a proud single mother to an 11-year-old boy with Cree ancestry. She is committed to raising him with Indigenous values, following natural laws and belief systems. She is incredibly grateful to be able to raise her son with access to, and support from a ceremonial family.
View Presentation’s Abstract
The focus of this presentation will be on Miskanawah’s Oral Truthing Ceremony. The Oral Truthing Ceremony is the primary evaluation strategy of Miskanawah’s Indigenous Evaluation Framework. We adopt protocols that assess whether the services are meeting the needs and expectations of service recipients. This approach is informed by traditional and cultural processes framed by three primary domains:
- Culture (process): the entirety of the Oral Truthing Ceremony follows a culturally-informed evaluation practice (paralleled to Western requirements) and involves two separate yet related processes: (1) the Pipe Ceremony that culturally validates the process and (2) the Oral Truthing Ceremony (narrative assessment as requested).
- Miskanawah Core Teachings (outcomes): oral stories are shared in response to Miskanawah’s four core teachings which are wahkotiwin, miyo-pimatsiwin, setaskatowin, and nagatohke.
- Story (reporting practice): once the formal Oral Truthing Ceremony (evaluation) is completed, and the Miskanawah and Funder indicators are aligned, a final step is completed as requested: (1) written into a Story format, the story narrative should be approved by both Elders and Miskanawah leadership and (2) the Story is then drawn on as source information and translated to Funder written reports. These collective impact measures reveal the true impact of Miskanawah programming and the Story, as a living spirit, helps Miskanawah respond to actual need.
Diane Dumais (Co-Presenter, Alpha House)
Examining Sober-Living Supportive Housing: Reducing Shame and Improving Outcomes.
View Speaker’s Bio
Diane has 36 years of experience working in the addictions field. As a Program Director of Calgary Alpha House Society, she has dedicated her career to supporting individuals who lives have been affected by addictions and mental health. In April 2024, she had the privilege of launching the Providence Sober Living Program, offering supportive housing to individuals ready to make a positive change in their lifestyle. Through development of meaningful rapport with the individuals she serves, Diane acknowledges the significance of culture in a recovery journey and strives to keep those considerations at the centre of her work. Her passion for developing effective programming and providing essential resources has allowed her to empower individuals on their path to recovery.
In addition to her work at Alpha House, Diane has recently become a reviewer for the Canadian Accreditation Council of Human Services.
View Presentation’s Abstract
Recent data from 2023–2024 highlights that emergency shelters are the most common exit destination for clients completing detox programs, accounting for 23.8% of all exits. This is significantly higher than other exit pathways, such as natural supports (20.7%), unsubsidized renting (10.8%), and long-term supportive housing (3.9%).
While detox services have achieved high engagement and success—evidenced by a 90.6% completion rate and 82.2% of clients receiving medical discharges—the reliance on emergency shelters as a primary exit pathway reveals a systemic challenge. This trend marks a substantial shift compared to historical data (2012–2024), where emergency shelters accounted for just 7.0% of detox exits. Over the past decade, this figure has more than tripled, signaling an increasing reliance on short-term shelter solutions post-detox.
Alpha House began operating Providence House as a sober-living supportive housing facility in 2023. Prior to this transition, Alpha House’s Housing Programs constituted only harm-reduction programs in which it is not a requirement that individuals live in sobriety to maintain housing. A specific benefit for the individuals housed in Providence was that Alpha House also operates a Detox program so when (not if, but when) relapses occurred, we were able to support them back into Detox and keep their spot at Providence available. A data exploration of this system is whether this improves system use and client outcomes while also reducing shame of relapse.
Tom Bain (Co-Presenter, Alpha House)
Examining Sober-Living Supportive Housing: Reducing Shame and Improving Outcomes.
View Speaker’s Bio
Tom has been with Calgary Alpha House since 2022 and currently serves as the Program Manager at Providence House. With a strong commitment to client care and recovery, Tom brings valuable experience and passion to his role. Outside of work, Tom is a proud father of two and enjoys spending quality time with his family, especially with his dogs. He is also passionate about travel and dedicated to fostering positive change within the recovery community.
View Presentation’s Abstract
Recent data from 2023–2024 highlights that emergency shelters are the most common exit destination for clients completing detox programs, accounting for 23.8% of all exits. This is significantly higher than other exit pathways, such as natural supports (20.7%), unsubsidized renting (10.8%), and long-term supportive housing (3.9%).
While detox services have achieved high engagement and success—evidenced by a 90.6% completion rate and 82.2% of clients receiving medical discharges—the reliance on emergency shelters as a primary exit pathway reveals a systemic challenge. This trend marks a substantial shift compared to historical data (2012–2024), where emergency shelters accounted for just 7.0% of detox exits. Over the past decade, this figure has more than tripled, signaling an increasing reliance on short-term shelter solutions post-detox.
Alpha House began operating Providence House as a sober-living supportive housing facility in 2023. Prior to this transition, Alpha House’s Housing Programs constituted only harm-reduction programs in which it is not a requirement that individuals live in sobriety to maintain housing. A specific benefit for the individuals housed in Providence was that Alpha House also operates a Detox program so when (not if, but when) relapses occurred, we were able to support them back into Detox and keep their spot at Providence available. A data exploration of this system is whether this improves system use and client outcomes while also reducing shame of relapse.
