Best Practice | March 4, 2008

Files: Attachment A (PDF | 9 KB | 1 page) The Shift to Performance-Based Management in a NYC Homeless Shelter: A Case Study (PDF | 144 KB | 9 pages)

New York City has changed the focus of its homeless assistance system to help people move more quickly into permanent housing. HELP USA is one of the largest shelter and transitional housing providers in New York City and has written a case study describing how they refocused their programs and reduced the length of time families were homeless by nearly 50 percent.

The case study describes organizational changes in five key areas:

  • Goal-setting
  • Culture Change
  • Teamwork
  • Performance Monitoring
  • Personnel Evaluation.

Results were significant. At the HELP I family shelter program, the average length of time families were in shelter was reduced from 349 days to 181 days, a 48 percent reduction. The number of placements into permanent housing rose from 129 in 2005 to 272 in 2006, a 111 percent increase. The cost per placement to the city dropped by $10,080 per family because of the shorter shelter stays. Similar results were demonstrated at HELP USA's other family programs throughout New York City.

For more information please contact:

Thomas Hameline, Ph.D.
Senior Vice President, Program Development
5 Hanover Square
New York, NY 10004
(212) 400-7030