Evaluation of Catholic Charities' Homelessness Prevention Call Center

(10/30/2008 - 2/28/2011)

Courtesy of Catholic Charities.

Loyola University Chicago’s Center for Urban Research and Learning and Catholic Charities developed a research partnership to evaluate Catholic Charities Homelessness Prevention Call Center. This relationship stems from previous research collaboration with Catholic Charities along with experience in evaluation research of call centers including the City of Chicago’s Domestic Violence Help Line.

The Call Center is a Homelessness Prevention Initiative of the City of Chicago’s “10-Year Plan to End Homelessness.” Launched in January 2007, the Call Center directs individuals identified as being at risk for homelessness to appropriate short-term funding agencies and other social services as deemed appropriate.

CURL and Catholic Charities’ research team conducted a process evaluation of the Call Center’s daily operations, the experience of callers through the Call Center system, the efficiency level of Call Center policies, and system best practices. This evaluation will inform future Call Center planning and programming. Community partners include the Chicago Alliance to End Homelessness and the Chicago Continuum of Care along with the City of Chicago’s 311 service. 

Reports:

• Full Report

• Summary Report

• PowerPoint Presentation

Media:

• Streetwise Article

Research Team:

• C. George, CURL

• J. Hilvers, CURL

• K. Patel, CURL

• D. Guelespe, Graduate Fellow

• H. Cheung, Graduate Student, Volunteer

Community Partners:

• Catholic Charities Homelessness Prevention Call Center

• Chicago Alliance to End Homelessness

• Chicago Continuum of Care

• City of Chicago’s 311 Service