What is Harbor Homes, Inc.?

Harbor Homes, Inc. is a non-profit organization whose mission is to create and provide quality residential and supportive services for individuals and their families who are challenged by mental illness and/or experiencing homelessness.

What is a “non-profit agency”?

A nonprofit organization (abbreviated as NPO, also known as a not-for-profit organization [1]) is an organization that does not distribute its surplus funds to owners or shareholders, but instead uses them to help pursue its charitable goals.

What are the veteran-specific contracts/programs that Harbor Homes, Inc. operates?

Harbor Homes operates three veteran-specific programs:

1. Veterans FIRST, a transitional housing program for honorably-discharged, homeless veterans and their families. Two facilities are offered in Nashua: Buckingham Place and Dalianis House.

2. Intensive Residential Treatment for Veterans with Severe Mental Illness (Veterans SMI), a more intensively supervised supportive housing program for veterans separate from the Veterans FIRST facilities/programs (provided by an annual contract through the Department of Veteran Affairs).

3. Homeless Veterans Reintegration Program (HVRP), a US Department of Labor-funded employment program for homeless veterans actively seeking employment and supports.

What is a VA Grant per Diem (GPD) program?

Harbor Homes’ Veterans FIRST program is a GPD-funded program. The GPD program is a US Department of Veteran Affairs initiative that was permanently authorized by federal law in 2006. The purpose of the program is the development and provision of supportive housing and services, with the goal of helping homeless veterans achieve residential stability, increase their skill levels and income, and obtain greater self-determination. To learn more, please visit:

http://www.nchv.org/docs/GPD%20HomelessProviders_factsheet.pdf .

Who is eligible to participate in these programs?

Honorably-discharged and other than dishonorably discharged status, homeless veterans and their families who have been screened and referred by the local Department of Veteran Affairs are eligible to participate in the Veterans FIRST and Veterans SMI programs. Any homeless veteran residing in southern NH who is unemployed or underemployed is eligible to participate in the Homeless Veteran Reintegration Program (HVRP).

How long can you participate in the Veterans FIRST program?

Veterans and their families may live in a Veterans FIRST program and take advantage of supportive services and opportunities offered within for up to 24-months. On a case by case basis, the Department of Veteran Affairs may approve longer stay for some veterans.

What are the ongoing conditions for participants to remain in the Veterans FIRST program?

All veteran-residents must adhere to program policies and rules through a written program agreement, including: (1) remaining alcohol-and drug-free; (2) following a resident-approved curfew (Mon-Thu 11:00pm, Fri-Sun 12:00am); (3) attending house meetings; (4) maintaining a clean, safe living environment; (5) actively seeking and/or obtaining employment; volunteer in the community; or attend vocational training unless a disability prevents this from occurring; (6) reporting any income to their case manager; and (7) with their assigned case manager, creating an individualized residential service plan that identifies personal goals and objectives, including plans for obtaining applicable benefits, meaningful income, and permanent housing while participating in the program.

What are the costs veterans must pay to participate in the program(s)?

Per US Department of Veteran Affairs’ GPD regulations, veteran-residents may pay up to 30% of their adjusted gross income towards rent. Additionally, GPD programs may charge residents reasonable fees for services not covered by VA GPD funding, and not otherwise provided by the VA. Harbor Homes, however, has chosen not to charge these fees.   In many cases, veterans pay nothing to participate in the Veterans FIRST program until they are able to earn and maintain income.

What does Harbor Homes’ provide to veteran-residents who live in a Veterans FIRST facility?

Harbor Homes provides veterans with modern, clean, secured, air-conditioned individual living accommodations. This may take the form of single room occupancy (SRO) units with shared kitchens and baths; and 1 or 2 bedroom apartments, each with their own kitchen and bath. All units are fully furnished, and include all utilities except for private phone, cable and Internet access. Common areas contain cable and Internet access, however, with computers and televisions available. A free phone is available for use by residents in common areas. Laundry facilities are complimentary. All families are placed in individual apartments, while single men and women may be placed in either an SRO or an apartment. A free food pantry is stocked on site for those who reside in the SROs or cannot afford to purchase their own food. Transportation is provided to and from medical appointments. A number of units are handicap-accessible; all are handicap-adaptable.

Supportive services available to all veteran-residents include: (1) individualized case management; (2) access to primary, preventive, and supplementary health care through the Harbor Care Clinic in addition to the VA Medical Center(s); (3) recreational opportunities free of charge through the Social Club, and Activities Program (SCOAP) of Harbor Homes; (4) workforce development training through Connections Clubhouse program of Harbor Homes; (5) employment and vocational services through the HVRP program and other related employment programs; (6) additional services as needed to include medication monitoring/education; symptom management for those clients living with mental illness; social skills development; financial/budgeting skills development; supportive group and individual counseling; conflict resolution; and coping skills development; (7) Alcoholics Anonymous meetings are held on site within one of the Veterans FIRST facilities; (8) referrals to other supportive services to include legal assistance, substance use disorder treatment and recovery support services; in-home medical health care and personal care services; domestic violence support; and HIV/AIDS supportive services and direct care.

How does one “graduate” the Veterans FIRST program?

A graduate of Veterans FIRST is a program participant who has secured permanent housing and is no longer homeless. As of February 1, 2011, more than 151 individuals and families “graduated” the program and are now living independently within the community. As of January 2011, 3 out of 4 (77%) participants have successfully completed the program.

What is permanent housing?

Permanent housing is a term used to define stable, sustainable housing that is community based.

What is the difference between Buckingham Place and Dalianis House?

Both are part of the Veterans FIRST program. Buckingham Place includes single men and women, families with dependent children, and married couples; Dalianis House is for single men and women only.

How does HVRP relate to the Veterans FIRST program?

Veterans FIRST participants can participate in the Homeless Veterans Reintegration Program if they choose to do so. As of February 2, 2011, 154 residents of Veterans FIRST have obtained employment counseling, job development, skill-building training, and supportive services through this complimentary program. Fifty-four have obtained full time employment as a result; fifty-eight have obtained part time work—even during these difficult economic times.

What are the VA-mandated rules related to GPD programs?

The GPD program rules and regulations can be found at:

http://www.va.gov/HOMELESS/docs/GPD/gpd_38cfr61_revisedsec64.pdf

How do other GPD programs operate?

All GPD programs must follow the above guidance. Additionally, many have their own policies to ensure the safety, well-being, and success of program participants. The ultimate goal of all GPD programs is to end veteran homelessness.

Contact info for other GPD programs.

How are veterans referred to the program?

Referrals come from a variety of sources including local city welfare departments, the Homeless Veterans Reintegration program, emergency shelters, substance disorder treatment facilities, community mental health centers, hospitals, NH Bureau of Homeless and Housing Services, friends and family members, and self-referrals.  The local VA Medical Center must then screen and approve all referrals for admittance into the Veterans FIRST program.

What steps must occur prior to admittance into the program?

An evaluation by the local VA Medical Center must be completed no later than 30 days prior to admission. Veterans FIRST program staff also meet with the applicant in an intake process. A full written application is also completed, with assistance provided to those who require it.

Are Veterans FIRST participants required to sign a lease?

Yes. Veterans FIRST participants sign a lease. This lease can be viewed at the following link:

Veterans FIRST Lease

Is the Veterans FIRST lease restrictive of tenant rights?

No. The Veterans FIRST lease is designed to protect the rights of the tenant. The lessor has to adhere to specific guidelines as outlined by the NHHFA as follows:

http://www.nhhfa.org/bp_docs/rules/hfa112.pdf

On January 16th, 2011, the Nashua Telegraph ran an article which stated that the lease used by the veterans FIRST program included clauses such as: "they (the tenants) can’t sue Harbor Homes, but the agency may institute a lawsuit without notice to the tenant". Not only is this statement inaccurate, but in fact, is one of the example clauses specifically excluded from the lease in accordance with NHHFA guidelines. In addition to requiring compliance with Federal and State requirements and authority policies, these guidelines also specifically prohibit the lessor from including unfair leasing terms, such as:

a. Agreement to be sued. Agreement by the tenant to be sued, to admit guilt, or to a judgment in favor of the owner in a lawsuit brought in connection with the lease;

b. Treatment of property. Agreement by the tenant that the owner may take, hold, or sell personal property of household members without notice to the tenant and a court decision on the rights of the parties. This prohibition, however, does not apply to an agreement by the tenant concerning disposition of personal property remaining in the housing unit after the tenant has moved out of the unit. The owner may dispose of this personal property in accordance with state law;

c. Excusing owner from responsibility. Agreement by the tenant not to hold the owner or the owner's agents legally responsible for any action or failure to act, whether intentional or negligent;

d. Waiver of notice. Agreement of the tenant that the owner may institute a lawsuit without notice to the tenant;

e. Waiver of legal proceedings. Agreement by the tenant that the owner may evict the tenant
or household members without instituting a civil court proceeding in which the tenant has the opportunity to present a defense, or before a court decision on the rights of the parties;

f. Waiver of a jury trial. Agreement by the tenant to waive any right to a trial by jury;

g. Waiver of right to appeal court decision. Agreement by the tenant to waive the tenant's right to appeal, or to otherwise challenge in court, a court decision in connection with the lease; and

h. Tenant chargeable with cost of legal actions regardless of outcome. Agreement by the tenant to pay attorney's fees or other legal costs even if the tenant wins in a court proceeding by the owner against the tenant. The tenant, however, may be obligated to pay costs if the tenant loses.

According to our legal counsel:
“Issues have been raised recently concerning certain provisions included in the form of lease that has been signed by residents at Buckingham Place.  While this Lease did include some confusing language, the form of lease is in compliance with New Hampshire law.  The form of lease has been modified and updated to include specific reference to the Veterans Administration requirements and to refer specifically to the rights and obligations of the tenant under the Program Agreement.  As part of this process, the confusing language contained in the original lease has been eliminated.”

What vocational services are provided through Harbor Homes?

In addition to those provided through the HVRP, Harbor Homes also offers supported employment, in-house employment opportunities, Ticket-to-Work Employment Network access, and access to NH’s vocational rehabilitation programs.

Has this program achieved success in reducing the number of homeless veterans in Greater Nashua?

Yes. This program model is considered to be a best practice in addressing veteran homelessness by the National Coalition to End Veterans Homelessness and is now a federal policy. Additionally, the 2010 Point-in-Time homeless count found zero unsheltered homeless veterans in Greater Nashua—a feat the entire community should be proud of! As a result of the Veterans FIRST program and other homeless assistance programs, the chronically homeless population has been reduced by more than 65% since 2003. This has earned nationwide recognition.

Are there other program options for homeless veterans outside of Harbor Homes?

Veterans who are homeless may participate in any available homeless assistance program throughout the region. This includes emergency shelters, non-veteran specific transitional living programs, and permanent supportive housing programs. They may also apply for public entitlement and benefits such as Section 8 rental assistance, Temporary Assistance for Needy Families (TANF), and  Medicaid/Medicare, amongst others. Additionally, homeless veterans with a verifiable disability may be eligible to receive a VASH voucher or find care at a homeless domiciliary program.

What is VASH?

Begun in 1992, the HUD-VASH program is a partnership between HUD and the VA to further the objectives of serving veterans who are homeless and mentally ill and those with substance use disorders by closely linking two interventions: 

1. Permanent affordable housing through the provision of housing subsidies from a special needs set-aside of HUD's Housing Choice Voucher Program (Section 8); and

2. Community-oriented outreach, clinical care, and case management services.

VASH vouchers are managed and distributed through the local VA Medical Center. For more information, please visit:

http://www.csh.org/index.cfm?fuseaction=Page.viewPage&pageID=3334

How is the program financially supported?

Harbor Homes, Inc. receives grant funding from the Department of Veteran Affairs on a per-diem basis. For each veteran served in a Veterans FIRST facility, Harbor Homes receives $38.90 a day. Harbor Homes receives no funding to support the family members of the veterans who live on site. Since this funding does not cover the expenses incurred to operate the program, this must be supplemented by community support in the form of individual and corporate donations, as well as veteran rent. Our agency’s operations are fiscally balanced, however last fiscal year, this program operated at a loss of $181,764.14.

How is grant funding obtained and used at Harbor Homes?

Harbor Homes’ uses grants to sustain its ongoing housing and service programs, and also create new programs that provide solutions to community challenges. These grants are typically applied for and awarded on a competitive basis. No profit is made from any grants; only one grant supports the ongoing operation of the Veterans FIRST program, the VA GPD Program. 

Does Harbor Homes earn any profit from operating this program?

No, we operate the program at a loss. Additionally, Harbor Homes has incurred over $6M in long-term debt to build the Veterans FIRST facilities. Please follow the following link to the Balance Sheet and Profit and Loss for FY2010.

FY2010 Balance Sheet and Profit and Loss

Is any money given directly to the veterans?

Through the HVRP, residents may be given a gas card or gift card to pay for employment training, work clothes/essential items, haircuts, and transportation to support their job search efforts. No cash is directly given to any veterans.

How are residents involved in the overall program design?

Harbor Homes has a demonstrable history of including consumers/tenants on the membership of its governing board of directors and other related committees. Recent graduates of the Veterans FIRST program have served on our Board of Directors and are active in supporting veterans currently residing in a Veterans FIRST facility. Veteran-residents obtain leadership roles in organizations outside of Harbor Homes such as serving on military affiliated fraternal organizations like MOPH or VFW as well, and help other veterans in assuming similar roles that utilize their leadership capabilities developed during their military service.

Some Veterans FIRST residents obtain a “senior resident” status and are paid to be on-call should a fellow veteran-resident require assistance or support.

At the regular resident house meetings, program participants come together to discuss the day-to-day living environment with staff and collectively address any challenges.

What are the communication policies of Harbor Homes’ senior leadership?

Harbor Homes’ leadership, including its VP of Operations and CEO/President maintain an “open door” policy. Additionally, veterans may follow an established internal grievance policy and/or seek the VA’s input.

Does Harbor Homes mandate where veterans volunteer?

No. It is expected that if a veteran is not actively seeking employment, working, or furthering their education, that they will seek out and obtain volunteer positions within the community. They may choose to apply to volunteer anywhere they wish. They are not required to discuss their motivation for volunteering with the agency involved. The purpose of volunteer work is to help them reintegrate into the community and develop their skills.

Have any rules or regulations been violated by Harbor Homes in their operating of the Veterans FIRST program?

No. Any and all allegations have been investigated by agency staff and the VA, as well as outside sources.  All allegations were confirmed to be of no merit.

Why are residents required to sign in and out, and adhere to a curfew?

Residents are required to utilize sign-in sheets so that staff can verify if someone is onsite or not in the building in the event of an emergency, such as fire or illness. The specific curfew was initially determined by the residents. It is now 11pm on weeknights and midnight on weekends. We have revisited this issue and will modify per new recommendations of residents. Thus far, the residents of Dalianis House have requested one extra hour on Sunday evenings and more leeway if late and they call in. Additionally, the VA requires that Harbor Homes provide supporting documentation that verify residents’ presence in the building (see the following VA link for more details). Currently we have a one time a day check-in, as the VA utilizes the logs for billing evidence; we must make certain that our policies will meet their requirements.

http://www.va.gov/HOMELESS/docs/GPD/gpd_guide_pdo_receipent_july_10.pdf

Have residents been treated disrespectfully?

This is a difficult question to answer. We respect the feelings of the veterans and do not want to invalidate their personal reactions to circumstances. With that being said, a recent anonymous resident survey asked all veterans whether they felt disrespected by staff, and if so, asked them to share specific examples. The overwhelming response to date is that they have not felt disrespected. Survey results are as follows:

What is the internal grievance process of Harbor Homes?

Several state trained complaint investigators review and evaluate client complaints. All program participants have an opportunity to make complaints with no repercussions. Complainant can request anonymity. Procedures for initiating a formal complaint are posted at all residential sites and relayed in resident meetings. Complaints can also be addressed with case managers, and can proceed up the chain of command if residents are unsatisfied with the decision. The next step would be their program manager, Vice President of Operations and President/CEO. However, at any time (particularly if the concern is about any of those people) they can file a complaint with the complaint investigator (currently Cristin Cahill, Director of Clinical Services).

What is the grievance process of the VA?

Per the GPD/VA rules/regulations:

Any and all allegations of impropriety at the provider site by your employees, by VA employees, or by program participants will be immediately addressed and documented through use of the appropriate VA mechanism, (i.e., VA Patient Representative, Quality Management, Board of Inquiry, Office of the Inspector General). This is paramount for the health and safety of the Veterans served.

See the following VA link for more details:

http://www.va.gov/HOMELESS/docs/GPD/gpd_guide_pdo_receipent_july_10.pdf

What is the frequency around random urine analysis/drug/alcohol testing?

Upon intake, all veteran-residents submit a urine analysis. The overall average frequency of urine analysis tests per resident is 1.5 per three months. In general, if a staff member suspects a resident is under the influence of drugs and/or alcohol, they will ask the resident to submit a urine sample or breathalyzer. Some residents request this to occur on a weekly basis to assist in their ongoing sobriety. Other area GPD programs require testing far more frequently.

Are veterans ever exited from the Veterans FIRST program into unsheltered homelessness?

No. Any resident that is asked to leave the program due to noncompliance is referred to an emergency shelter, other suitable housing assistance, or in many cases, a substance use treatment facility.  Depending on the individual circumstance, they may be able to re-enter the program at a later date.

Has there ever been any retaliation from Harbor Homes’ staff towards veteran residents?

In no instance has retaliation ever occurred by staff towards a veteran resident or family member. Since 1982, Harbor Homes has provided compassionate, high-quality care to the most vulnerable members of our community. As a licensed community mental health provider, staff receive ongoing training in appropriate responses to consumer/residents issues and concerns. We understand that many uncomfortable circumstances are the result of symptoms related to mental health issues and substance use disorders.

According to the US Interagency Council on Homelessness, “76% [of homeless veterans] experience alcohol, drug or mental health problems” (http://www.nchv.org/background.cfm#questions)

Is Harbor Homes mandated to reply to any court filings by the end of the month?

No. Harbor Homes has obtained legal counsel and has until March to reply to the referenced court filing by a former veteran resident.

Is the agency more concerned about obtaining grant funding than helping veterans find meaningful jobs or permanent housing?

Harbor Homes cannot obtain additional funding unless it can prove measurable outcomes and success have been achieved. These outcomes include how many veterans obtain employment and permanent housing.

Does the Department of Housing’s Continuum of Care program providing any funding for this program?

No.

What do the "$1.4 million in grant funds" refer to in the Nashua Telegraph article dated 1/23/11?

This money is applied for by the group of non-profit and government organizations to support the ongoing operations of various permanent supportive and transitional housing programs and homeless services in the Greater Nashua community. None of this funding currently supports or will ever support the Veterans FIRST program.

What changes have been/will be made since the initial article was printed?

• VA personnel performed second onsite visit and verified that all proper procedures are being followed
• President/CEO has  met with all staff of Veterans  FIRST program to discuss issues, complaints procedures and concerns
• Legal counsel was contacted to address lease concerns and Mr. Bluestein’s lawsuit
• All residents were surveyed to determine strengths and weaknesses, and opportunities for improvement in the program
• VA is in the process of conducting their own survey of residents
• Open Door policy of President/CEO and senior management continues to be shared with program participants
• Other  GPD programs in our region have been contacted to confirm that the Veterans FIRST program policies are similar to theirs
• All Veterans FIRST residents were invited to a communications forum to address questions and concerns with VA personnel as well as Harbor Homes staff on February 10, 2011.
• Complaint boxes have added to both facilities.

How can the public ask additional questions or learn more?

The public may contact staff of Harbor Homes at: c.andreola@harborhomes.org . This document will continue to be updated and publicly shared as questions come in.

posted 2/11/11

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45 High Street, Nashua NH 03060
ph (603) 882-3616 fx (603) 595-7414

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45 High Street, Nashua NH 03060
ph (603) 882-3616 fx (603) 595-7414