Non - Cold Weather Protocol - IMMEDIATE NEEDS

IMMEDIATE NEEDS - Non-Cold Weather Protocol  
(April 1, 2019 – November 14, 2019)

Monday – Friday 9am-5pm

Families

If a family calls 211 and has nowhere to stay for the night, 211 will: 

1.        211 will contact family navigators or the family will be scheduled for an urgent appointment (203)776-6208. Non- urgent appointments will be scheduled to work with Family Navigators to create a housing/diversion plan.  Navigators will connect with GNH shelter providers around shelter bed availability and triage space, or motel/hotel space. (When available).

2.       If a plan regarding where to stay doesn’t work that night, family navigators are to encourage families to connect with 211 for continued assistance after 5pm.

Monday – Friday 5pm – 9am and 24/7 on Weekends

If a family calls 211 and has nowhere to stay for the night, 211 will: 

1.        Work to divert the family in place for the night by asking the family to reach out to any personal and natural supports, such as family, friends or any other organization(s) that they are connected to, to secure a safe place for the night.  

2.       If 211 is unable to divert the family for the night, then 211 should contact Spooner House (203) 225-0453 and follow the prompts to reach a supervisor or dial extension 116 or 107 for emergency shelter placement.  

3.       If a family needs to be transported to Spooner House,  211 will need to contact the CCA Emergency Phone (203) 752-6796 for taxi service for the family. 

4.       CCA staff will then contact the family to follow up with transportation.

5.       211 will register the family for a CAN family navigator urgent follow up.

6.       6. Once the family enters Spooner House for the night, the Spooner House staff will call the CAN Family Navigator Marilyn, (646)464-2390 and leave a voicemail message informing the CAN FN of the family stay in shelter.  CCA staff will also send an email to the CAN Family Navigators (mmarquez@newreach.org and llimone@newreach.org) supervisor included (crose@newreach.org) to inform the CAN staff of the transportation provided to the family to shelter.

7.       On the next business day, as priority, a CAN Family Navigator will meet with the family to conduct a CAN assessment at Spooner House first thing the following morning (8am).   The family will be discussed on the morning call. 

8.       The CAN Family Navigator will contact shelter providers for emergency shelter placement.  If the CAN Family Navigator is unable to divert the family to natural supporters or secure shelter for the family, the CAN Family Navigator should contact Spooner House directly for emergency shelter placement before 3pm and CCA for transportation for the family, if necessary.  

Please note:  if a family received emergency shelter placement at Spooner House the prior night, the CAN Family Navigator is responsible to make all further emergency shelter accommodations for the family; the same family who received services the prior night should not contact 211 requesting emergency shelter services. 

If the family contacts 211 but has completed a CAN appointment and is already on the waiting list: 

1.       211 should confirm the most updated phone number listed for the family in HMIS.  It is not necessary to schedule the family for another appointment. 211 should refer to HMIS (Referral Status & Case Notes) regarding any details about the client’s status with shelter and redirect the family to the CAN Family Navigator for further information of their status on the waitlist.

Youth (18-24 yr. olds)

Monday – Friday 9am – 5pm

If 211 receives a call from Individual Youth and or Youth Families in need of emergency shelter/nowhere to stay that night, 211 will:

1.       Work to divert the youth in place by asking them to reach out to any personal and natural supports, such as family, friends or any other organization(s) that they are connected to, to secure a safe place for the night.  

2.       Contact Youth Continuum drop- in center.  924 Grand Ave New Haven, 9am-5pm. Monday-Friday (Note: youth only center) (203)777-8445 ext. 2 ( call ahead in extreme weather conditions)

Monday – Friday 5pm – 9am and 24/7 on Weekends

If 211 receives a call from Individual Youth and or Youth Families in need of emergency shelter/nowhere to stay that night, 211 will:

1.       Work to divert the youth in place by asking them to reach out to any personal and natural supports, such as family, friends or any other organization(s) that they are connected to, to secure a safe place for the night.  

2.       Refer youth males to the Emergency Shelter Management Services (203-777-2522, 645 Grand Ave, New Haven) walk-in shelter for possible shelter placement.  

3.       Individual youth females will need to wait until their CAN appointment to discuss immediate shelter options. There is no shelter 211 can refer a single female to in GNH CAN prior to their appointment.

Individuals

Monday – Friday 9am-5pm

If an Individual calls 211 and has nowhere to stay for the night, 211 will:

1. Work to divert the individual in place by asking them to reach out to any personal and natural supports, such as family, friends or any other organization(s) that they are connected to, to secure a safe place for the night.  

2. Schedule the individual for a same day or next day CAN appointment.

Monday – Friday 5pm – 9am and 24/7 on Weekends

If an Individual calls 211 and has nowhere to stay for the night, 211 will:

1.       Schedule the individual for a next available business day appointment.

2.       Will refer individual men to the Emergency Shelter Management Services (203-777-2522, 645 Grand Ave, New Haven) walk-in shelter for possible shelter placement.  

3.       Individual Women: Individual women will need to wait until their CAN appointment to discuss immediate shelter options. There is no shelter 211 can refer a single female to in GNH CAN prior to their appointment.

Callers should be advised that once they complete a CAN assessment, they will be notified once a shelter becomes available. If they have additional questions or concerns about their status on the priority list, they may contact the entry coordinator or CAN manager from GNH CAN directly: 203-691-4216