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 [ۘ[