Homelessness Supportive Housing Program

Case management and ongoing support

Specialist Homelessness Services (SHS) provide ongoing support and case management to clients throughout their Homelessness Supportive Housing Program tenancy. This is done in line with:

This program aims to help people maintain a tenancy. No one should exit the program into homelessness.

All agencies are expected to work together to achieve this.

Housing SA and Community Housing Providers (CHPs) provide and manage the properties and tenancies under this program.

Allocations conference

A SHS representative is part of the Nomination and Assessment Panel organised by the organisation managing the property under the Program.  

Once a client’s nomination is selected for the property, the organisation managing the property will contact you, and any other supports the client works with, to take part in an allocations conference before the tenancy starts.

The allocations conference brings all the agencies together to negotiate, discuss and formalise all aspects of case and tenancy management. The client should also attend, but it can be done without them.

The aim of the allocations conference is to:

  • coordinate the appropriate support and household goods for the client - eg a fridge or a bed
  • develop and review ongoing case management plans, and define everyone’s roles and responsibilities
  • transfer case management responsibilities, if this is appropriate
  • identify any issues that could threaten the client’s ability to maintain their tenancy, and put strategies in place to manage these
  • make sure the client understands that engaging in case management is a requirement of the program.

Case management plan and ongoing support

Case management plans are confidential between the client and their SHS worker. They usually contain sensitive personal information, including:

  • the client’s needs and issues
  • the client’s goals and outcomes
  • what resources are available
  • what action has been and will be taken
  • strategies to help the client maintain their tenancy, and successfully transition out of the program into alternative appropriate, long term accommodation.

As the client’s SHS worker, you are responsible for:

  • talking to the client about the importance of appropriately sharing their personal information with other organisations - eg their CHP
  • providing ongoing support to the client for as long as they need it
  • discussing, negotiating and setting a case management plan with the client
  • entering appropriate notations and actions on the relevant system - eg Homeless2Home system
  • continually reviewing their case management plan in collaboration with all other parties involved - eg the client or other support agencies
  • discussing and setting strategies to manage any tenancy or property concerns that arise over the client's Homelessness Supportive Housing program tenancy.

When a client refuses to engage

Use assertive case management if your client is reluctant, difficult or refuses to engage in their case management plan. It isn’t grounds for eviction.

Actively and persistently pursue the client’s engagement. Aim to:

  • build and stabilise your client’s trust, rapport and confidence in you
  • give your client the best chance of engaging and successfully completing the program.

Tenancy is at risk

The organisation managing your client’s tenancy will contact you if they identify any tenancy or property issues - eg neighbourhood issues, not paying rent or property damage.

All agencies are expected to work collaboratively to help the client maintain a successful tenancy.

Exit strategies

Support is offered to clients for as long as they need it.

Develop a suitable exit strategy when your client is leaving a tenancy, to make sure they won’t become homeless. This includes helping them find, apply for and secure alternative, long term accommodation - eg renting privately.

Help them apply for other support and services they may be eligible for, including:

Related information

Other websites

Ombudsman SA information sharing guidelines.


Case management framework – SHS and DV and Aboriginal Violence see 'Protocols for integrated case management’

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Page last updated 3 March 2017

Provided by:
Department for Communities and Social Inclusion
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