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Board extends Heiluna Health contract for HOT outreach, asks for short-term review and working group
Summary
The Board approved a 20-month extension and funding increase for Heiluna Health to continue Homeless Outreach Team (HOT) outreach and case management. Supervisors pressed for clarity on outcomes, response timing and plans to redesign contractor expectations before issuing a new RFP.
The Board of Supervisors unanimously approved a resolution on Sept. 24 to amend the contract with Heiluna Health to provide comprehensive outreach and case management programming for people experiencing homelessness, extending the term 20 months through June 30, 2021, and increasing the contract total from $15.3 million to $39.0 million.
Supervisor Matt Haney led questions on the record about the HOT team's measurable outcomes and operational structure. Department of Homelessness staff explained that prior contract metrics focused on process rather than outcomes but that the amended short-term contract introduces five or six outcome measures — including goals for entering people into the coordinated entry system — and raises pay for HOT workers by about 13% and adds lead positions to improve supervision.
Staff said the HOT program is organized into several teams: first-responders/community responders assigned to 311 calls, regular neighborhood outreach teams for relationship-building, special-project teams contracted by agencies (BART, Muni, library and Rec & Park), and a case-management team of roughly 20 case managers who work with high-need clients. Supervisors pressed whether HOT provides nighttime coverage; staff said HOT operates two shifts seven days a week and generally stops outreach around 9:30 p.m., with first-responder teams active earlier in the evening.
Department staff described the contract approved on Sept. 24 as an interim agreement. They said a working group will be convened early next year to recommend substantive changes and to inform a future RFP; the board directed that the department return with those recommendations during the budget process. The staff emphasized that although some expectations are already being applied operationally, supervisors will see additional, clearer outcome measures in future contracting.
Ending: The board voted unanimously to adopt the contract amendment. Supervisors requested a follow-up process and promised oversight during the short-term extension in advance of a reissued RFP and structural changes.
