Allocations Manual Homeless with Support Category

Homeless with support - Procedures

Download 176.71 Kb.

Page	6/6
Date	28.07.2017
Size	176.71 Kb.
	#23948

1 2 3 4 5 6

Homeless with support - Procedures

When an individual or family makes contact

Where an individual or family contacts or visits a local office for housing assistance, a Department officer determines the following:-

if the individual or family is homeless or at risk of becoming homeless
whether the individual or family is likely to be eligible for Department housing
what type of housing assistance the individual or family may require and what options are available, including Department housing
whether the individual or family wishes to apply for Department housing. If they wish to apply, whether they have an existing application, or will be required to lodge a new application.

If is it determined the individual or family is homeless or at risk of becoming homeless and they require immediate housing assistance and/or support, they are generally referred to an Opening Doors entry point.

Alternatively, if the individual or family is in a family violence situation, it may be more suitable for a referral to be made to a family violence intake service.

Where the individual or family requires information about other categories or housing services provided by the Department, such as the Supported Housing category, Special Housing Needs category, or Bond Loan assistance, a Department officer is to provide detailed advice and assistance.

Note: A Department officer may contact the appropriate service to organise an appointment for the individual or family.

Receiving the application for the Homeless with support category

Application forms

The application for the Homeless with support category is to be lodged by a designated support program provider or specialist service at a local office, preferably closest to the individual or family’s address. The support organisation must enter their EPRIN on the application form.

When an application is received confirm whether the individual or family has previously lodged an application for Department housing by searching in the Housing integrated information Program (HiiP) and locating the file and existing Service ID.

If the applicant does not have an existing Service ID for Department Housing

If the applicant does not have an existing Service ID, enter the applicant’s details in HiiP, create a Service ID and make up an application file. Send the hard copy file to the Housing Call Centre (HCC).

The HCC will scan the file and enter all relevant data into HiiP. The HCC will then send the hard copy file to the local office closest to the applicant’s address to assess the application.

If the applicant has an existing Service ID

If the applicant has an existing Service ID and an application for Department housing approved to a waiting list, use the new information to update the existing application. Scan and upload the application into HiiP and attach the application to the hard copy file.

If the applicant has an application at another local office, contact the office and request that it be transferred to your local office and that the processing office is changed in HiiP.

The local office that holds the hard copy file scans the contents of the file into HiiP (small file up to 100 pages only). For larger files, only the main documents are scanned (i.e. application forms, identity documents and income/asset documents).

Enter the form of authority details

Where the authority for ‘Release of Information to External Party form’ has been completed or consent to release information has been provided in the Homeless with support application form, update the individual’s or family’s support details in HiiP in the appropriate screens.

Assessing applications for core eligibility

Assess the application within two working days of receiving a complete application.

Confirm whether the individual or family meets all of the General Housing criteria and the core eligibility requirements for the Homeless with support category.

If applicable, send a letter via HiiP to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports) requesting further documentation to confirm core eligibility.

Advise them that if the Department does not receive the requested documentation within 28 days from the date of the letter, the application will not be considered for the Homeless with support category.

If the requested documentation is provided within the 28 days, scan these into HiiP and continue with the assessment.

Only one member of the household is required to meet the assessment criteria for the Homeless with support category, but the entire household must meet core eligibility requirements.

Note: correspondence should only be sent to the designated support program provider or specialist service if consent has been provided by the applicant. Correspondence should be sent to any other person or service if consent has been provided by the applicant or members of the household.

Check for outstanding charges

Check in HiiP to see whether there are any outstanding charges to the Department. If there are outstanding charges, add them together to determine the total amount, i.e. bond loans, vacated arrears, plus any substantiated maintenance charges and outstanding utility charges.

If the applicant or household member has not signed an agreement to repay the outstanding charges, contact them by telephone or in writing to make an appointment to negotiate and sign a repayment agreement. Explain that a repayment agreement must be negotiated prior to allocation and then when housed the repayment agreement must be honoured until the outstanding charges are paid in full.

Also explain that if they are not approved to the Homeless with support category, they must pay the outstanding charges in full before they will be allocated housing through the General Housing waiting list.

It is expected the designated support program provider or specialist service will assist with this process.

Scan the signed agreement into HiiP and attach it to their application.

Assess the requested waiting list areas and any Special Housing Requirements (SHR)

If one or more members of the household have specific requirements regarding housing type, size or location according to the SHR guidelines, check that they have provided the completed Application for special housing requirements (and appropriate documentation as required) to substantiate this. If the household requires specific housing due to a medical/care condition, check that documentation from the treating health practitioner has been submitted identifying the special housing requirements.

Enter the chosen waiting list areas in HiiP, including the housing size for which the household is eligible.

Record any SHR requested by the individual or family in the HiiP 'Special Accommodation Requirements' tab. In all instances ensure that these are entered along with a recommendation so that the TM can make their decision to approve or decline the request.

Refer to the Matching Clients with Housing chapter in this manual for information about what to do when an individual or household’s SHR may significantly reduce the likelihood that they will be offered a property. This is deemed ‘low opportunity’.

It is expected that the designated support program provider or specialist service will assist the applicant in deciding upon the waiting list areas that will help them remain engaged with existing support services, whilst maximising their housing opportunity.

Assessing applications lodged under the THM – Corrections Housing Pathway Initiative

The agencies participating in the THM – Corrections Housing Pathway Initiative are:

Women’s Housing Limited (Metropolitan Melbourne and Loddon Mallee)
Community Housing Limited (Gippsland Region: Latrobe Valley and East Gippsland, Central and Outer Eastern Metropolitan region)
Salvation Army Social Housing Service (Barwon South-West)
Wimmera UnitingCare (Grampians: Ballarat and Central Highlands)
Rural Housing Network (Hume)
Salvation Army – Flagstaff (Statewide). This includes assistance to adult males who have a history of homelessness, including persons exiting prison and/or exiting the forensic mental health system
Corrections Housing Pathways Initiative also incorporates Link Out program (men’s prisons) and the Women’s Integrated Services Program (WISP) where individuals are released from prison based on parole conditions.

These agencies have been funded through the THM program to participate in the initiative by employing IAP Workers (‘Housing Workers’) to work under an outreach model in all Victorian prisons, Thomas Embling Hospital, Melbourne Remand Centre and the Acute Assessment Unit of the Melbourne Assessment Prison.

The Housing Workers undertake homelessness assessments of prisoners as part of their pre-release planning; this includes IAP workers working within the Corrections System.

The Department accepts and approves Homeless with support category applications where they are submitted by one of the funded agencies on behalf of a prisoner who has been assessed by a Housing Worker under the THM – Corrections Housing Pathways Initiative.

The Department accepts applications assessed by a Housing Worker under the THM – Corrections Housing Pathways Initiative up to a maximum of six months prior to the individual’s anticipated release date.

Where a Housing Worker has commenced an assessment and the prisoner’s release date is subsequently extended, the assessment is suspended and a new one commenced within six months of the revised release date.

The application is forwarded to a local office for review of the assessment and approval. ‘In-principle’ approval is granted to individuals approved under the THM – Corrections Housing Pathways Initiative where documentation cannot be supplied to confirm income and assets eligibility or support until after their release.

Assessing applications lodged on behalf of individuals leaving care facilities

Individuals will be considered as meeting the eligibility requirements for the Homeless with support category where they need to transition back into the community from short-term care/treatment services including hospitals, disability residential facilities, mental health residential facilities, or leaving care of Children Youth & Families with the support of a designated support program provider or specialist service and have no alternative housing options,

Like the THM – Correction Pathways Initiative, the Department will accept applications from the relevant support organisation up to six months prior to the anticipated release date.

Note: In general, the Housing or Support Workers will inform the Department of the applicant’s release or exit and forward information that was not available at the time of the original assessment to confirm eligibility for the Homeless with support category.

Department officer to assess the Homeless with support component

Applications submitted and endorsed by a designated support program provider or specialist service are recommended for approval by a Department officer.

The recommendation must be entered into HiiP within two working days from the date the completed application was received.

Consideration by the Team leader

The Team leader assesses the application within five working days from the date the Department officer makes their recommendation.

If core eligibility requirements are met, applications endorsed for the Homeless with support category by designated support program provider or specialist service are approved by the Team leader.

The decision regarding any SHR is recorded in the ‘Special Accommodation Requirements’ tab.

Refer to the Matching Clients with Housing for information about what to do when an individual’s or household’s SHR may significantly reduce the likelihood that they will be offered a property. This is deemed ‘low opportunity’

The Team leader is to send a letter via HiiP to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports) within two working days if further documentation is required to assist the decision making process.

Approved applications

Once the application for the Homeless with support category has been approved, the Team leader should enter the approval details in HiiP and send a letter via HiiP to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports).

Effective date

The effective date is to be nominated by the designated support program provider or specialist service. Refer to the effective date section in this chapter.

Application is not approved

If the application is not approved, send a letter to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports) via HiiP within one working day advising them:

that their application for the Homeless with support category was not successful
the reason it was not approved
the Department’s waiting list area/s they have been placed on, on a General Housing basis (if eligible)
the local office where their application is held, and
of their right to appeal the decision.

Reapplying for the Homeless with support category

Individuals or families who have been assessed as ineligible for the Homeless with support category are unable to reapply on the same grounds unless they are able to;

provide additional information to support their application, and/or
demonstrate their circumstances have changed since the original application was made.

Reassessing eligibility for the Homeless with support category

Individuals or families are reassessed for eligibility for the Homeless with support category when the applicant or the designated support program provider or specialist service informs the Department of one or more of the following changes (or the Department receives information that a change has occurred):

in household composition
in income or assets
in preferred broadband waiting list area/s or SHRs
a new address
where the main support contact has changed

Where there is a change, the applicant is required to lodge a Change of Application Details form at a local office. Before the applicant completes the form, they are encouraged to discuss any changes with their support worker.

If the Department has received information there has been a change in circumstances and the applicant has not provided a Change of Application Details form, an eligibility confirmation questionnaire (ECQ) or a letter may be initiated and sent to the applicant and if consent is provided, to designated support program provider or specialist service.

The ECQ or supporting documentation asked for in a letter is to be returned within 28 days to the local office that made the request.

In circumstances where the Change in Application Details form or the ECQ indicate a change that requires further information or assessment, send a letter to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports) that details what information is required to confirm eligibility. For example, where a change may increase the household’s capacity to access alternative housing options the applicant’s support worker is to report on the appropriateness of other housing options, and the household’s capacity to access private rental accommodation. The information is to be provided within 28 days.

Where the support organisation has referred support to another designated support program provider of specialist service, both support organisations are required to sign the Change of Support Details form.

The applicant and or support worker are also encouraged to contact the local office to determine the likely impact of any change.

Making a decision after the documentation is received

After all the documentation is received, a Department officer provides a recommendation for the Team leader.

Generally, other than for core eligibility requirements including low opportunity created by waiting list area changes when combined with any SHR, the Department officer will rely on the recommendation and endorsement of a support worker from a designated support program provider or specialist service where supporting documentation was required.

If the Team leader concludes that the change does not affect eligibility, the applicant’s Homeless with support status is retained with the original effective date.

Send a letter via HiiP to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports) that the reassessment of the application has been completed and they have been approved to remain on the waiting list. If relevant, also advise if any additional household members or waiting list areas have been added to the application.

If the Team leader decides that any new household members do not meet the core eligibility for Department housing, send a letter to the applicant and if consent is provided, to the designated support service provider or specialist service (and any other nominated supports) that the new household members have been added to the application, but the housing size they will be offered has not changed.

However, if it is determined the new household has other housing options available, send a letter to the applicant and if consent is provided, to the designated support service provider or specialist service advising that the additional household members cannot be added to the application and the application status remains unchanged. For example, the additional household members currently have accommodation that would be suitable for them and the applicant.

If a change in waiting list areas when combined with any SHR affects the applicant’s eligibility (as it may create low opportunity) for the Homeless with support category, the Department officer will arrange a meeting with the applicant and their support worker so the changes can be discussed.

The applicant will be required to make a decision within three working days about the requested changes to their waiting list areas or SHR.

Refer to the Matching Clients with Housing chapter in this manual for further information about what to do when an individual’s or household’s SHR significantly reduces the likelihood that they will be offered a property.

Note: The Department officer is encouraged to contact the support worker and applicant to discuss the likely result of any change that may impact on eligibility for this category.

In other circumstances, where the Team leader assesses that the change affects eligibility for the Homeless with support category (for example where the applicant has been able to access alternative housing or does not meet other core eligibility requirements for the Homeless with support category), a decision may be made to reassess the applicant’s eligibility for another category, for example the Special Housing Needs category. The Team leader sends a letter via HiiP to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports) advising that their ’Homeless with support’ status has been removed.

The letter should also inform the applicant whether the application has been downgraded to another category or removed from the Department’s waiting list (where the applicant no longer meets the General Housing eligibility criteria).

If it is determined the applicant is eligible for another early housing category, such as the Special Housing Needs category, the effective date may be the original Homeless with support effective date as it is likely the individual or family continue have an urgent housing need (if approved under another early housing category).

If the application is downgraded to the General Housing category, the effective date is changed to the date the application was lodged.

If the documentation for reassessment is not received

If the documentation is not received from the designated support program provider or specialist service within 28 days or there is no response to an eligibility check, remove the application from the waiting list and send a letter to the applicant and if consent is provided, to the designated support program provider or specialist service (and any other nominated supports) a letter via HiiP explaining:

their application has been removed from the waiting list,
the reason the application has been removed, and
the application will be revived, maintaining the original effective date, if they make contact within six weeks and appropriate documentation is provided that demonstrates they remain eligible for the Homeless with support category.

If however the applicant can demonstrate within three months of the application being removed that they are still eligible for the Homeless with support category and their support organisation provides evidence they were in hospital, temporarily in a nursing home, undergoing drug or alcohol rehabilitation or in prison, the application is revived with the original effective date.

Note: correspondence should only be sent to the designated support program provider or specialist service if consent has been provided by the applicant. Correspondence should be sent to any other person or service if consent has been provided by the applicant or members of the household.

Receiving applications assessed by another local office

It is expected that before an application is forwarded to another local office, the processing office will first consider whether the changes to the waiting list areas will affect the applicant’s eligibility for the Homeless with support category. Refer to the Informed Housing Opportunity database in HiiP to check that there is available housing stock in the applicant’s preferred waiting list areas.

The applicant will be required to make a decision within three working days about the requested changes to their waiting list areas or SHR.

Offers of housing

At allocation stage the Department officer contacts the nominated support worker from the designated support program provider or specialist service to confirm that the designated support program provider or specialist service is still engaged, or able to reengage the individual or family.

Where an applicant’s Homeless with support status has been removed due to the refusal of a valid early housing offer, the applicant may not reapply for Homeless with support within three months of the refusal of the offer, unless they can demonstrate that their circumstances have changed since the original application.

If subsequently approved after the waiting period, the effective date of their early housing application is the date that the second application was approved.

Please refer to the Offers of Housing chapter in this manual for further information regarding the policy and procedure for offers of housing.

Where the applicant is still engaged with the designated support program provider or specialist service at allocation stage

Discuss the household’s current circumstances with the support worker and whether there are any eligibility issues that may impact on the offer. If it is agreed to proceed with the offer, send the offer letter to the applicant and if consent is provided, to the designated support program provider or specialist service and organise for the nominated support worker to be at the offer appointment and viewing of the property.

If the property is accepted, discuss with the support worker if they will continue to support the individual or family and whether it is necessary for them to attend the sign up interview. Also confirm the future point of contact for the Department with the support worker if there is an episode where the tenancy is at risk of failing, such as for non payment of rent. It is expected the applicant will sign a Release of Information to an External Party form so that the support organisation can be contacted.

If the support organisation is not able to continue to assist the individual or family, they must indicate the arrangements that are in place to transition support to another equivalent support organisation or local SHASP provider to establish the tenancy.

Inform them that they are to continue to be a contact for the Department until the new support arrangements are in place. This can also occur where an offer is made outside the support organisation’s catchment area. It is expected a case transfer to another support organisation or to SHASP will involve a thorough hand over.

Local offices are encouraged to develop local protocols to administer the waiting list to manage a process where support is engaged at the time of offer.

Note: Offers of housing are not made to applicants approved under the THM – Corrections Housing Pathways Initiative until they are released from prison. Also offers are not made while the applicant is subject to restricted release conditions such as day or early release.

Where the designated support program provider or specialist service advises that they are no longer supporting the individual or family and cannot recommence support

Discuss and confirm with the designated support program provider or specialist service:

the reasons why the service cannot assist the individual or family to establish their tenancy and community connections
the general support that they believe will be required to assist the individual or family to establish their tenancy and community connections
the specialist, personal or general support services that could provide this assistance
how they will actively assist the local office in making referral to the suggested service/s
that if support from other services is unavailable, then they will be needed to assist in the referral of the individual or family to the local SHASP provider
that the offer letter to the applicant will still proceed
that whilst joint effort should be made to have the new support arrangements in place as quickly as possible, they are to continue to be a contact for the Department until these new support arrangements are in place.

If new support arrangements are in place, obtain the contact for the support service that is now assisting the individual or family and discuss how this new service can be quickly engaged in the offer and tenancy sign up process.

Appealing decisions made by the local office

A decision made under this policy may be reviewed under the Department’s appeals process. For information about the appeals process, also refer to the Housing Appeals chapter in the Business Practice manual.

Decisions that can be appealed

There are two points in the assessment process involving decisions made by designated support program provider or specialist service or Department staff in relation to policy issues that may be subject to appeal by the applicant. These are:

the decision by a designated support program provider or specialist service not to lodge and endorse a Homeless with support application for consideration by the local office,
the local office’s decision not to approve the application to the Homeless with support category e.g. client not meeting the core eligibility requirements for public housing - refer to the Housing Appeals chapter in the Business Practice manual.

Appeals against decisions by designated support program providers or specialist services

A two-step approach to appealing a decision by a designated support program provider or specialist service applies:

Step One

An appeal against a decision made by a designated support program provider or specialist service will first be considered by the management of the support organisation as an internal review process. To request a review, applicants are required to complete and lodge an Appeal Form AF2 with the designated support program provider or specialist service.

A copy of the AF2 Appeal Form is faxed to the Department’s Housing Appeals Office by the designated support program provider or specialist service. If the applicant is dissatisfied with the decision of the designated support program provider or specialist service, the decision may be reviewed by the Housing Appeals Office.

Applicants are advised in writing of the outcome of the designated support program provider or specialist service’s review decision within 10 working days of lodgement.

If the decision made by the manager of designated support program provider or specialist service is upheld, the appeal is referred to the Housing Appeals Office for an independent review of the case to determine whether the department’s policy and procedures were correctly applied in the assessment of the application.

Step Two

The Housing Appeals Office may request that the manager of designated support program provider or specialist service review their original decision. In cases where a further review is requested, the appeal is forwarded to the designated support program provider or specialist service for further consideration. If the agency overturns their original decision the appeal is considered successful.

Where the original decision is upheld the appeal is forwarded to the Housing Appeals Office for a further review.

If the Housing Appeals Office determines that the application should be approved and have been unable to negotiate a successful outcome with the manager of designated support program provider or specialist service, the Manager, Housing Appeals Office may refer the matter to the Director, Service Implementation & Support for consideration.

If the Housing Appeals Office determines that the decision made by the manager of designated support program provider or specialist service was correct, an explanation for the decision will be sent to the applicant from the Manager of the Housing Appeals Office.

Appeals against a local office decision

Appeals against a local office decision are managed within the existing system for Department appeals. At Tier one, appeals are usually considered by either a by a Team manager or Tenancy & Property manager or equivalent. At Tier two, appeals are considered by the Department’s Housing Appeals Office.
For further information on appeals please see the Housing Appeals Chapter of this manual.

The general public rental Appeal Form (AF1) is used for this purpose.

The responsibility for consideration/review of an Appeal Application, in the first instance, rests with the Team manager or Tenancy & Property manager or equivalent at the local office that assessed the application. If the original decision is overturned after review, the Homeless with support application is approved and placed on the waiting list.

Applicants have the right to pursue other avenues of review if they are dissatisfied with the appeals process, or it is not appropriate for the matter to be reviewed within the appeals process.

Effective date after an appeal decision

If a housing appeal is successful at Tier one, the Homeless with support category effective date will be based on what the effective date would have been if the original application was successful.

If an appeal is successful at Tier two based on new information, the Manager, Housing Appeals will determine the effective date.

In determining the effective date, the Manager, Housing Appeals will give consideration to whether the new information was or could have been made available for consideration at the time of the original decision.

Recurring Homelessness applications approved prior to 2 April 2012

The Homeless with support policy is not retrospective. Applicants approved to the Recurring Homelessness category prior to 2 April 2012 are not required to reapply for the Homeless with support category. They will remain on the highest priority waiting list.

The expectation that support will occur at allocation stage will also not explicitly apply, although the intent of the Recurring Homelessness category was for support to be available through case planning at allocation stage.

If a reassessment of eligibility is required for applicants approved prior to 2 April 2012, the delegation for a decision regarding the application rests with a Team manager or Tenancy & Property manager or equivalent as there is no longer a regional panel.

Allocations Manual Page

Homeless with Support Category

Directory: data -> assets -> word doc -> 0019
0019 ->  Commonwealth of Australia 2002
0019 -> Commonwealth of Australia 2000
0019 -> Rail safety news issue 6 – October 2011
0019 -> Social and economic benefits of improved adult literacy: Towards a better understanding Robyn Hartley Jackie Horne
0019 -> From: Virginia Holt [mailto: (personal contact details deleted)
0019 -> By Yvonne Hillier Introduction
0019 -> Communications alliance
0019 -> Inquiry into Vulnerable Road Users Inquiry into Vulnerable Road Users

Download 176.71 Kb.

Share with your friends:

1 2 3 4 5 6