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Appendix A THC Non-CNC 7-17-09

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Appendix A THC Non-CNC 7-17-09 Powered By Docstoc
					Appendix A – Services to be Provided Tenderloin Housing Clinic Inc. Non Care Not Care Sites Housing First I. Purpose The Grantee, Tenderloin Housing Clinic Inc., is to lease and manage 931 residential units in private residential Single Room Occupancy (SRO) buildings to provide housing and support services for formerly homeless individuals who are CAAP clients at the time of referral by the Human Services Agency (HSA). Definitions CAAP County Adult Assistance Programs including: General Assistance (GA), Personally Assisted Employment Services (PAES), Social Security Income Pending (SSIP), County Assistance Linked to Medi-Cal (CALM) Department of Building Inspection San Francisco Department of Human Services, a division of HSA Department of Public Health Tenderloin Housing Clinic Inc Housing Access Team of DHS Modified Payment Program DHS established process for outreach, identification, referral and placement of a potential tenant to the specific housing covered by this grant San Francisco Fire Department Single Room Occupancy Hotel Support services include outreach, intake and assessment, case management, benefits advocacy and assistance, referral, property mediation, conflict resolution and support groups. Any individual who is a legal resident in the building and units covered by this grant

II.

DBI DHS DPH Grantee HAT MPP Referral Process

SFFD SRO Support Services

Tenant

Further Definition of Support Services: The Grantee will publicize and invite tenants to access services as needed. Grantee shall provide services based on tenant requests or as required by the Service Objectives in Section VI. Tenants are not required to participate in support services.

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1. Outreach: staff efforts to contact, interact, inform and invite tenants to make use of support services to assist with and address individual needs or issues. These efforts shall include written messages, in person interactions, phone messages and calls, and emails as available and appropriate to reach the individual tenant. 2. Intake and Assessment: provide one or more meetings or interviews with a tenant to establish strengths, skills, needs, plans and goals that are useful to the tenant and shall help the tenant maintain housing. 3. Case Management: provide on-going meetings and counseling services with a tenant to establish goals, support individualized action and service plans, and track progress toward meeting the goals. 4. Benefits Advocacy and Assistance: provide assistance and referral to support a tenant to obtain or maintain benefits and solve problems related to county, state and federal benefits programs. This can also include assistance in identifying, applying for and establishing appointments with available services such as food programs, medical clinics and in-home support. 5. Referrals: assist clients to identify and access services available within the community that meet specific needs or support progress toward identified goals. This can include providing information about services, calling to help establish appointments, assisting with the completion of applications, helping with appointment reminders, follow up/checking in with clients regarding the process, and, as necessary, re-referral. 6. Mediation with Property Management: provide assistance in communicating with, responding to and meeting with property management. This can include helping a client understand the meaning of messages/letters/warnings from property management, assisting a tenant to write requests, responses or complaints, and participating in meetings between the tenant and property management to assist the tenant in communicating with property management. 7. Conflict Resolution: offer to meet with two or more tenants to assist in problem solving and resolution of conflicts. 8. Support Groups, Social Events and Organized Tenant Activities: provide clients with opportunities to participate in organized gatherings for peer support, to gain information from presenters and each other, to form social connections with other tenants/staff, or to celebrate/commemorate significant individual, holiday and community events. These events are held on-site and are often planned with or based on the input from tenants. These items shall be held at least once a week and a monthly calendar of events shall be posted and provided to tenants. 9. Wellness Checks as necessary: Using passive observation of the tenant population and coordinating with property management, identify clients who have not been seen or have shown signs of concern to staff on at least a weekly basis. Outreach efforts are used to make contact and check in with these tenants.

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III. Target Population The Grantee will serve formerly homeless single adults and adult couples (without custody of minor children) who meet HSA-established eligibility requirements and are referred by the HSA Housing & Homeless access point system. Eligibility criteria include meeting a definition of homelessness at the time of referral and placement, specifically established benefits and/or income criteria and ability to live independently within the structure of the housing program. 50% of all new clients placed will be referred by the Human Services Agency via the Housing Access Team. The other 50% of all new clients placed will be referred by shelters and agencies identified as part of the HSA Housing & Homeless access point system. These tenants will have income types other than CAAP, including but not limited to SSI, SSA, VA and income from work. IV. Description of Services The Grantee will lease the following SROs Hartland Hotel – 137 units 909 Geary Street Jefferson Hotel – 111 units 440 Eddy Street. Leroy Looper Hotel – 43 units 875 Post Street Mission Hotel – 248 units 520 South Van Ness Avenue Raman Hotel – 85 units 1011 Howard Street Seneca Hotel – 204 units 34 – 6th Street Vincent Hotel – 103 units 459 Turk Street

for the purpose of placing CAAP recipients and other eligible income types into permanent housing and providing support services to help them remain housed. Unit rent is a minimum of $493.00 per month for each available unit. CAAP recipients are responsible for a tenant rent portion of between $278 and $318 per month (depending upon the type of benefits each is receiving). The HSA contract budget covers the balance of a tenant’s monthly rent for tenants that are active CAAP recipients. Future increases, no more than one a year, must be approved in advance of notice to tenants by the HSA program monitor for this contract. The tenant’s portion of the rent while active on CAAP benefits is determined by HSA and does not require the same 30-day notice if it changes. Through this agreement, Grantee will provide the following services on-site:

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1. Property Management A. Grantee will lease the Harland, Jefferson, Leroy Looper, Mission, Raman, Seneca and Vincent Hotels for the purpose of placing formerly homeless CAAP recipients and other eligible income types in permanent housing. B. Grantee will draft rental agreements to be signed with all tenants at movein/upon occupancy. C. THC staff will communicate with the DHS Housing Access Team (HAT) in a timely fashion according to HAT procedures, when a unit is vacant. THC will keep an updated vacancy list for clients referred from the HSA Housing & Homeless access point system D. Grantee will work to maintain a secure and healthful environment for tenants and delivery of all services, including but not limited to: 1. Compliance with all building, fire and health codes. 2. Clean, sanitary and regularly maintained common spaces and community areas within the building. 3. Clean, sanitary and regularly maintained shared-use toilet/shower facilities. 4. Regular removal of garbage/trash from designated trash areas and maintenance of these areas as clean and functional. 5. Maintenance and janitorial staff coverage to support these efforts and timely response to tenant building concerns and problems. 6. 24-hour, seven days a week front desk coverage with the exception of the Leroy Looper Hotel. 7. Maintenance and repair of facility systems, plumbing, HVAC, electrical, Safety issues. Facility security and pest control. 8. Rent collection. 9. Written notice or warning to tenants related to any issue that may effect on-going tenancy including, but not limited to, failure to pay rent on time or in full, violations of house rules and actions that are in violation of the rental agreement. 10. When necessary, notice and actions related to the eviction process in accordance with laws in effect in San Francisco. E. DPH, DBI and SFFD must inspect the hotel prior to it being added to the Housing First Program and at legally required intervals thereafter. If a hotel is given a “poor” rating by DPH or DBI, per the Memorandum of Understanding between DHS, DBI and DPH, or “not reasonably fire safe” by the SFFD, Grantee must cease accepting DHS referrals to that hotel effective the date of the inspecting agency determination. DHS and the Grantee will notify the other party within 24 hours of any change in hotel status upon notification of the inspecting agency. Grantee shall accept no new placements in the hotel until notified by DHS that code violations have been cleared by the inspecting agency.

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2. Supportive Services A. Grantee will provide an array of voluntary supportive services at each hotel designed to maximize housing retention and promote self-sufficiency. Services may include, but not be limited to: 1. Outreach and Engagement of tenants in services (in-program) 2. Intake and assessment (in-program) 3. Case Management (in-program) 4. Mediation with Property Management (in-program) and Eviction prevention (in-program and/or referral) 5. Crisis Intervention and Conflict Resolution (in-program) 6. Benefits counseling & advocacy-including specialized benefits counseling related to SSI and veterans benefits (in-program, roving and/or referral) 7. Employment-related services (in-program, roving and/or referral) 8. Referrals and support for linkages to needed services 9. Mental health and substance abuse counseling (in-program, roving and/or 10. referral) 11. Healthcare (in-program, roving and/or referral) 12. Access to Food (in-program, roving and/or referral) 13. Wellness checks as necessary 14. Tenant Feedback and Complaint/Grievance Policies and Procedures B. Grantee will offer a Modified Payment Program (MPP)money management/rep payee services to ensure timely payment of rent, timely distribution of the non-rent portion of each tenant’s warrant, and the prevention of loss of housing due to non-payment of rent. 1. Grantee will establish a Memorandum of Understanding (MOU) with the DHS CAAP division to set up the system and procedures for a two-party warrant system. 2. For all resident’s that receive CAAP benefits and transition to SSI or SSA, Grantee shall calculate resident’s pro-rated rent or tenant rent portion based on DHS guidelines. If Grantee is tenant’s representative payee or tenant is enrolled in money management, Grantee will collect the rent and issue disbursements according to an agreed upon money management plan. If Grantee is not representative payee, it will collect rent payments from tenant on a timely basis. C. Grantee will have a Tenant Representative at each hotel to regularly provide ongoing input into implementation and operation of the program. D. Grantee will establish monthly community meetings at the hotel for residents conducted by staff. V. Location and Time of Services Housing and property management services will be provided at the hotels and locations listed above, 24 hours a day, seven days a week. Support services staff will be available during regular workhours, excluding legal holidays as determined by the Grantee’s personnel policies. Legal holidays are: Labor Day,

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Columbus Day, Veterans’ Day, Thanksgiving Day, the day after Thanksgiving, Christmas Day, New Year’s Day, Presidents’ Day, Martin Luther King Day, Memorial Day and Independence Day. VI. Service Objectives On an annual basis, Grantee will meet the following objectives: 1. Property Management A. Grantee will ensure that each unit, upon turnover, is clean and/or repaired within seven (7) working days, on average. B. Grantee will report vacancies to the Housing Access Team (HAT) and process all HAT referrals in the timeframe required by HAT. Grantee will fill 50% of vacant rooms within seven (7) days of referral from HAT. C. Grantee will keep an updated vacancy list for clients referred from the HSA Housing & Homeless access point system. Grantee will fill all vacant rooms within (7 -14) business days of client THC check in date. D. Grantee will maintain an occupancy rate of at least 90%. 2. Supportive Services A. Services staff will contact every tenant at least three times during the first sixty days following placement in housing to engage the resident in services. B. Grantee will offer on-site groups and organized activities at least once a week for residents of each hotel. C. Staff will facilitate a community meeting on a monthly basis at each hotel that will be promoted and open to all residents. 50% of the building’s residents will attend at least one meeting a year. D. Grantee will offer on-site services and/or referrals to another appropriate agency to 100% of residents whose behavior indicates a substance abuse, mental health or another issue that is putting their housing and/or health in jeopardy. Follow-up contacts and offers of services will be provided if indicative behavior continues. E. Grantee will offer support services to help prevent eviction, maintain their benefits and/or apply for reinstatement or other benefit programs to 100% of tenants who are known to face discontinuance or have been discontinued from their benefits program or are late in paying rent. F. Grantee will offer assistance to rectify the situation in order to avoid eviction due to non-payment of rent to 100% of those residents who have paid rent late or have been discontinued from CAAP. G. Grantee will have personal contact with 75% of all residents regarding support services every quarter. VII. Outcome Objectives On an annual basis, Grantee will meet the following objectives: A. 95% of residents will remain in the hotel for 30 days or move to other permanent housing where they pay rent.

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B. 90% of the residents who resided in the building one year prior to the reporting period will remain in housing, have moved to other housing or exited the program in good standing. For each reporting quarter, this outcome should be measured regarding any person residing in the building one or more days during the same quarter one year earlier. The list of these tenants forms the basis for measuring this outcome. (Example: If reporting on the 2nd Quarter Fiscal Year 2006-07 – 10/1/2006 through 12/31/2006, any tenant residing in the building one or more days during the period October 1, 2005 through December 31, 2005 will be the list of tenants to track.) The number of these tenants forms the pool of people being tracked for the quarter. For each of the tenants being tracked, there should be one of three situations: 1) Still a tenant in the building. 2) Left building in “good standing” such as reporting a new address/destination, entering residential treatment, death and/or leaving with notice and without rent debt. 3) Left building under threat of eviction, because of eviction, abandonment without notice and/or leaving a rent debt. The total tenants with the first or second situations divided by the total tenants being tracked provides the percentage to be reported for this outcome. 90% of those residents completing annual surveys will be able to identify a staff person they can contact:  If and when repairs are needed;  If they need to register a complaint or grievance;  For assistance accessing needed services or resources. Of those survey respondents who state they needed maintenance or repairs, 80% will respond favorably to the annual survey question regarding timeliness and quality of repairs. Of those survey respondents who required services or resources, 80% will respond that the services or resources provided had been helpful. Of those survey respondents, 85% will indicate an awareness of monthly community meetings and the existence of a Tenant Representative and their respective purposes. 60% of those tenants receiving assistance from on-site services to address discontinuance of benefits, late rent, and/or a substance abuse, mental health or another issue that is putting their housing and/or health in jeopardy will remain in the hotel during the following 12 months or move to other permanent housing where they pay rent.

C.

D.

E. F.

G.

VIII. Monitoring Activities A. Program Monitoring: Program monitoring will include review of client eligibility, and back-up documentation for reporting progress towards meeting service and outcome objectives.

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B. Fiscal Compliance and Contract Monitoring: Fiscal monitoring will include review of the Grantee's organizational budget, the general ledger, quarterly balance sheet, cost allocation procedures and plan, State and Federal tax forms, audited financial statement, fiscal policy manual, supporting documentation for selected invoices, cash receipts and disbursement journals. The compliance monitoring will include review of Personnel Manual, Emergency Operations Plan, Compliance with the Americans with Disabilities Act, subcontracts, and MOUs, and the current board roster and selected board minutes for compliance with the Sunshine Ordinance. IX. Reporting Requirements A. Monthly Reports Monthly reports for each building will detail current tenants, tenants who moved in and tenants who moved out during the month, their room number, and whether tenants are receiving a subsidy. The monthly report will also document any serious concerns about the building or the contracted services and program. B. Quarterly Reports Quarterly progress reports shall evaluate the objectives listed above. Data gathered for each objective will be reported in a summary explaining the accomplishments or failures in attaining the objective. Additionally, the Grantee will report the number of tenants who applied for SSI and also report (separately) the number of tenants who were approved for SSI during each reporting period. Quarterly reports are due on: Period 7/1/09-9/30/09 Quarterly 10/1/09-12/31/09 Quarterly 7/1/10-3/31/10– Quarterly 7/1/10-6/30/10 – Annual Report Due 10/15/09 1/15/10 4/15/10 7/15/10

C. Income and Expense Reporting On a minimum six-month basis, Grantee will submit a revenue schedule showing rental income received and receivables and expenses incurred for the period covered by the report. Total income/expenses received and owed for the period will be shown. The total revenue shall be shown to include CAAP resident units and non-CAAP resident units so that revenue to expenses analysis can be performed for this contract. The results of the analysis may result in a reduction of the operational expenses funded by DHS. The schedule shall be due on January 30, 2010. D. Annual Report

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Grantee shall submit a 12-month report covering the period beginning July 1st and ending June 30th of each year that this contract is in effect. This report shall provide cumulative results for each objective as outlined above and shall include 12-month demographic information. This report is due on July 15th, 2010. This report shall provide cumulative results for each objective as outlined above and shall include 12-month demographic information as described below: Tenant Demographics This data will include total tenant count, tenant age, gender, ethnicity, disability status (when available) and prior homeless status (to be reported once upon initial entry into housing). Disability status shall be assessed through voluntary disclosure of disability-related information by the client during the housing application process. Prior homeless status should be assessed by asking for the number of incidences of homelessness in the past 12 months and in the past three years, and length of time the client was homeless during the episode immediately prior to becoming housed. Employment and Income Grantee will report the number of tenants who applied for SSI and also report (separately) the number of tenants who were approved for SSI during each reporting period. Grantee will report annually the number of tenants who maintained or increased their income over the year since their last recertification/income verification. Report the number of unemployed tenants who become employed over the year since their last recertification/income verification. Residents Feedback Grantee will administer, compile and report by hotel the results of an annual survey of all building residents to obtain feedback regarding property management and supportive services available to residents and to gain input from residents regarding program design and operations. At least 50% of the residents will complete the survey.

E. Nine-Month Report Grantee shall submit a 9-month report in lieu of the third quarter report. This report will cover the period beginning July 1 and ending March 31st and will be due April 15th. 2010. The report shall provide cumulative results for each objective as outlined above and the results of the annual tenant survey. F. The reports are to be submitted electronically to the following staff: Ylonda Calloway (ZB36)

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Adult Supportive Housing Program Manager, Housing and Homeless Programs Ylonda.Calloway@sfgov.org Kim Fergison (G400) Senior Contracts Manager, Office of Contract Management Kim.Fergison@sfgov.org Alternatively, reports can be mailed to both staff at the following address: San Francisco Human Services Agency P.O. Box 7988 San Francisco, CA 94120

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