On-Site Case Management in Multifamily, Mixed Income and Tax Credit Housing

HOU’s Case Management is an individual and personal approach to helping residents be successful in their community. HOU’s method involves meeting with the residents in their home and developing individualized service plans based on a comprehensive assessment of each resident’s capabilities, needs and risks. HOU staff gain knowledge of the resident and family to write a plan that connect residents to relevant resources and service providers.

HOU staff utilize the successful Quality of Life (QOL) program, in which HOU case management staff meet monthly with Ownership, Management, Security, Leasing, and Maintenance to address lease compliance issues, give updates on progress with residents, coordinate services and discuss future service planning for these households needing more intensive supports. QOL programs at assisted housing developments have resulted in greatly reduced evictions and enhanced independent living capability for residents.

In Multifamily, Mixed-Income and Tax Credit Housing properties, HOU works on-site in cooperation with management and residents to address community issues and lease violations in order to improve residents’ quality of life and prevent unnecessary evictions.

Throughout each relocation project, HOU Case Managers work closely with relocation staff to ensure an optimum relocation process for residents and to maximize the return rate of original residents to the redeveloped property.

Assessment of resident and family:

  • HOU Case Managers work with the head(s) of households to assess the health and functional status of the resident while gathering information concerning skills, interests, aptitudes and potential barriers to develop a family or individual service plan with the resident.
  • The resident assessment provides detailed information about individual residents’ health needs, cognitive functioning, family relationships, language and cultural needs, major risk factors and frailty, literacy levels and the quality of the home environment.

The Resident Service Plan:

  • The Service Plan establishes the priorities to guide the resident and staff to work in a proactive and concrete step-by-step approach that addresses resident needs.
  • The Service Plan sets measurable, attainable and realistic individual goals, objectives, and activities for the resident and, if appropriate the family, to work together with the close support persons and other providers.
  • HOU realizes that the assessment process is a continuous one because needs change as circumstances of the individuals change, grow and develop.

Quality of Life (QOL) Meetings:

  • For QOL meetings HOU brings together a core group of onsite stakeholders and resource partners to identify the strengths and needs of the resident and family in an environment of trust, respect, accountability and confidentiality.
  • Through QOL meetings, HOU serves as a resident advocate to establish and promote support services for residents.
  • QOL Meeting leads discussions related to families’ circumstances that might suggest mitigation outside of the eviction process.
  • HOU staff maintain regular contact with residents to address issues and concerns and to establish plans for assistance, whenever possible.

Guiding and Referring Residents to Resources in their Service Plan:

  • Case Managers connect residents to service providers as identified in the resident assessment and outlined in their individual Service Plan.
  • Case Managers support the resident to overcome obstacles and access services.
  • Case Managers advocate for the resident and negotiates with the service provider to ensure the referral matches the resident’s needs.
  • Following a referral, Case Managers provide follow-up and monitoring with the resident and the service provider to ensure the resident is utilizing the service, that they are receiving the services agreed upon and to make certain that the service continues to be the best possible match.
  • Case Managers track and report on resident self-sufficiency progress and outcomes.