Committee moves to improve support for people experiencing homelessness

The Community Services Committee approved a redesigned Unsheltered Homelessness Outreach Model that will create a more coordinated and consistent system for supporting people experiencing unsheltered homelessness across Ottawa.  

The updated model replaces several separate outreach programs and makes a single lead provider responsible for coordinating outreach citywide. It introduces centralized triage and dispatch led by a dedicated team and accessed via 3-1-1, integrated real‑time case management, and clearer reporting mechanisms for residents and businesses. A key feature of the new approach is the use of warm transfers – direct, person‑to‑person handoffs that help people connect more smoothly to ongoing housing and health supports. 

The new system was developed through extensive engagement with community partners, service providers and people with lived and living experience in homelessness. This collaboration highlighted the need for a more streamlined and coordinated system. The updated approach will strengthen how the City responds to encampments, homelessness, and related community issues. It supports broader downtown revitalization by improving stewardship of public spaces and providing clear and consistent communication when issues are reported. 

A new framework will measure performance by tracking key outcomes including the number of people housed and improved service responsiveness. The model will be phased in throughout 2026, with centralized dispatch launching first and full implementation by the end of the year. The City will provide up to $6 million in the first year to the lead service provider, which will be selected through a competitive process. The budget will come from existing municipal, provincial and federal funding. 

The Committee approved the legislated four‑year review of the Community Safety and Well‑Being (CSWB) Plan and endorsed the refreshed plan. The review confirmed that all seven priorities remain relevant, with residents identifying housing, mental well‑being and financial security as top needs. The updated plan reflects those priorities and focuses upcoming actions on the issues that matter most to residents. The review also highlighted continued progress in areas like poverty reduction, youth supports, gender‑based violence prevention, and Indigenous housing and safety initiatives. 

The updated plan introduces a two‑year action‑planning cycle to respond more quickly to emerging issues. One priority – Integrated and Simpler Systems – has been renamed as Neighbourhood Solutions and Community Safety, reflecting neighbourhood‑focused approaches to the plan. The plan recommends exploring the expansion of the ANCHOR crisis response model and continued advocacy for stable provincial and federal funding. A new Well‑Being in Ottawa dashboard will give residents easier access to community‑level data. 

The Committee received the midterm review of the Community Funding Framework, which guides how $32 million in municipal funding supports more than 100 non‑profit social-service organizations every year. The review was informed by extensive sector engagement. It confirmed the framework’s value while identifying growing pressures, such as rising demand, staffing shortages and administrative needs. 

In response, the report recommends updates to simplify the funding system and make it more equitable and flexible. These include streamlined eligibility and reporting requirements, clearer equity criteria and expense rules, improved digital tools and a pilot for a new Capacity Building Fund that will support grassroots and equity‑deserving organizations. 

Funding agreements with community agencies receiving Sustainability Funding will be extended through 2027 to provide stability while the City implements the improvements identified in the review. The updates aim to reduce administrative burden, strengthen fairness and transparency, and support the long‑term sustainability of Ottawa’s non‑profit sector. 

City Council will consider the recommendations from today’s meeting on Wednesday, March 11.