Service Delivery Approach with the Catherine Street Community Service Hub

By: Kristine Haines-Chiarello

March 2024

OMSSA is featuring several 2023 Local Municipal Champion award recipients and their work in the Knowledge Exchange Blog. Please read this entry from the City of Ottawa below. 

Honouring Statement

Ottawa is built on un-ceded Anishinabe Algonquin territory. The peoples of the Anishinabe Algonquin Nation have lived on this territory for millennia. Their culture and presence have nurtured and continue to nurture this land. The City of Ottawa honours the peoples and land of the Anishinabe Algonquin Nation. The City of Ottawa honours all First Nations, Inuit and Métis peoples and their valuable past and present contributions to this land.

Background

The City of Ottawa initiated key interventions during the pandemic to address growing needs faced by people experiencing homelessness, or other complex challenges. One key intervention was the creation of temporary physical distancing and respite centres to provide basic services such as access to shelter, washrooms, showers, and food to those with the greatest need.

In 2022 as service delivery began to transition back to the community, gaps in programs and services were identified and anticipated to persist beyond the pandemic. In response, a recommendation from staff, in consultation with internal and external stakeholders, was put forth to support the sustainability planning for respite services. On August 2, 2022, the Catherine Street Community Service Hub (CSCS Hub) was established at the Employment and Social Services office at 370 Catherine Street in Ottawa.  

Innovation in Action

The CSCS Hub is an innovative way of providing integrated person-centred services through collocation. Caring and knowledgeable staff and partners work together to create a safe resting space where everyone is welcome to drop in and access coordinated wrap around municipal and community services and supports in one location.  

The objectives of the CSCS Hub are to:

• Simplify the client experience; people have access to the right services at the right time.
• Enhance capacity to deliver responsive services and supports; leveraging relationships that align, not duplicate, existing services in the community.
• Strengthen accountability to clients, staff, and community; through active engagement and empowerment, building a sense of community and contribution to social and economic well-being.

The CSCS Hub focuses on dignity and inclusion in every interaction. Each person is valued as a human being who, aside from experiencing hardship, bring strength, hope, and assets that should be acknowledged and respected. We welcome the rights of individuals to choose for themselves what they need and when. It is not uncommon to extend a simple hello, a cup of coffee or place to rest over several months before a person may choose to access other services and supports.  

Services at the Hub:

• Computers, Wi-Fi, telephones, printers and charging stations.
• Financial and social assistance: Ontario Works, Ontario Disability Support Program, Essential Health and Social Supports Program, and childcare fee subsidy application supports.
• Housing supports and referrals.
• Employment services (Employment Ontario).
• Health services: dental screening and vaccination clinics (Ottawa Public Health).

A key component of the CSCS Hub’s service delivery approach is to help individuals build social support and community inclusion by helping them navigate the local human and social services system. This includes:

• Providing support by establishing trusting relationships and helping individuals identify resources to reach self-defined goals.
• Facilitating access by helping individuals to find, apply for and gain entry, into programs and services.
• Encouraging self-advocacy, advocating on behalf of individuals, when necessary, to ensure equitable access to essential services.
• Collaborating with inter-disciplinary teams and community partners to promote awareness and participation in services.

Staff are encouraged to break down barriers, be innovative and trust their professional expertise and skills to deliver responsive and equitable services and supports.  

Success & Growth

In January 2023, an evaluation of the CSCS Hub service delivery approach was conducted with clients, partners, and staff.  The CSCS Hub successfully achieved its objectives highlighting a simplified experience for clients by offering a flexible drop in approach in a safe and welcoming environment.

         78% of clients reported they got the service they needed with the CSCS Hub being a benefit for the community.

         100% of staff reported feeling more empowered in their role and ability to serve clients.

         100% of partners reported an increase in communication with staff and collaboration to support the needs of common clients.

With more than 40 000 connections made with individuals and families to date, the CSCS Hub continues to deliver services while continually thinking outside the box on how to integrate services and supports shaped by the people that need them. Since its opening, the CSCS Hub has expanded collocated services to include identification clinics, record suspension and ticket defense services, and a local food bank. In addition, the CSCS Hub supports space sharing with local community agencies and Indigenous partners for art therapy and education programming.

On behalf of the City of Ottawa, we could not be prouder of the hard work and dedication of the CSCS Hub staff for taking an idea and transforming into a service delivery approach that is having a positive impact on our residents and community, and changing the way we deliver service within the human and social service system. Thank you for your leadership and commitment to action.

About the Author

Kristine Haines-Chiarello is a Manager with Employment and Social Services in the Community and Social Services Department at the City of Ottawa. Kristine is passionate about person-centred service, relationship development and breaking down barriers to support clients in achieving their goals. Through this lens, along with her strategic and innovative thinking, she led the department’s Humans Services Integration project to provide a roadmap for a future service delivery system within the City of Ottawa. Staff, community partners and residents are the true authors of this knowledge exchange.