Research Reports and Evaluations - Page 22

4.2 Approach to case management support income households and those with additional barriers. This section documents the reported strengths of the brokerage model, client satisfaction with the quality of services provided as well as the key lessons learned as the program was implemented. The findings from the interviews are supplemented with a selection of case studies provided by support workers. Case management support within the program is embedded into an existing support role within the WCC Emergency Relief program. The case management support provided is centre based by appointment or clients can be followed up by phone. Outreach can occur occasionally. It was anticipated that the program would be able to provide outreach in the initial service development phase but there was not sufficient funding to do this. 5.1 Promising practices for rental accessibility and support Key findings on the promising practices within the program that contributed to increased private rental accessibility and support included: Clients receiving brokerage funding are required to engage with the support worker for a minimum of 6 sessions in the first three months to help address needs relating to their past experiences with housing and to ensure that they are linked into more ongoing supports if required. If the client does not engage in case management, attempts are made by the worker to contact them via phone and in writing. The case is then closed until they reengage with the service. The average number of contacts per person was 8. The highest number of contacts was 24.   The approach to case management support is strengths based. A strengths based approach seeks to build on the current capacities that clients already possess in accessing and in sustaining their tenancies. As such, the support required to access a private rental property will vary across clients. The support process focuses on the immediate practical needs and advocacy required to access a rental property. Emot [ۘ[