Housing First for Youth Service Delivery Model

Practice Example: Case management


Practice what you've learned with this scenario.

Hannah, a housing-based case manager, wants to set up a home visit with one of the young people she is supporting. The youth cancelled six weeks in a row and yesterday, they weren’t at home when she showed up. Hannah knows that weekly check-ins are an important part of the HF4Y program. She doesn’t know what to do to get the youth to engage.


Hannah asks her team for advice. Her co-worker has an idea.

  • Hannah: Our role is to engage with youth. I need to be persistent and show them that I am here to support them.
  • Co-worker   That’s true, but building a relationship takes time. If the youth needs to take it slow then you should let them set the pace and frequency of contact.
  • Hannah: But one of the HF4Y guiding principles is weekly home visits.

What should Hannah’s next step be? What can she do to engage the youth and build trust? (choose an action below)

A.  Let it go another week without a check in. Your hope is that the youth will respect the space you’ve given them and that will help build trust between you.

Reveal feedback

That's not the best answer. To build trust we need to engage with youth. Some youth might not know how to ask for your support.

B.  Acknowledge the youth’s right to privacy but remind them you have to enforce the conditions of the program.

Reveal feedback

This answer is partially correct. Weekly check-ins are a requirement for staying in the program but emphasizing their obligation isn’t likely to make youth more willing to meet with you.

C.  Be flexible and offer to meet in a convenient location such as a preferred coffee shop. Don’t refer to it as a “check-in,” and, if possible, offer them something like a gift card or other item they can use.

Reveal feedback

That’s correct. Being creative and staying flexible are top notch skills. When you do finally get together, find ways to be helpful so youth see the value of your meetings.