Qualitative Evaluation of the “Chancenhäuser” in Vienna's Homeless Assistance Programs

Starting in the summer of 2018, the gradual introduction of Opportunity Houses in Vienna's homelessness services was intended to ensure all-day, low-threshold care for people affected by homelessness. This was accompanied by far-reaching changes for the recipients and specialist staff, as well as for interfaces between different homelessness support centres and other low-threshold facilities.

A young person follows a road with white markings on the tarmac. One arrow points straight ahead, the other turns left.
The aim of the exploratory, qualitative research project was to conduct a qualitative survey of the challenges of professional practice in opportunity centres, the transformation of interfaces in Vienna's homelessness services and the experiences and needs of users with the services and practice in opportunity centres. Questions regarding low-threshold access, the accommodation situation, stabilisation and the development of future prospects, professional support and supervision as well as referral to stable housing situations were of particular interest. The qualitative research approach focussed on both the user perspective and the practice-oriented, institutional internal perspective. It was also important to include the actor-related external perspective at relevant institutional interfaces of Vienna's homelessness services.

The detailed results provide insights into the implementation and realisation of the service from the different perspectives of the actors involved. The needs of users, developments in the service, professional opportunities and challenges of interface work are traced across all organisations. In summary, the study comes to the conclusion that the opportunity houses are basically an innovative service for low-threshold acute accommodation and care in Vienna's homelessness services. Even if access is associated with barriers due to capacity limits, the accommodation and specialised support provided by the Opportunity House makes an important contribution to overcoming their plight for many users. Compared to acute care via overnight accommodation and overnight places in the winter package, the 24-hour stay and the quite differentiated support services in opportunity houses are a significant increase in quality in Vienna's low-threshold homelessness assistance, which largely covers the basic needs of users for the duration of their stay.