Document Type

Capstone Project (Open Access)

Degree Name

Bachelor of Arts (B.A.)


Health, Human Services and Public Policy


Collaborative Health and Human Services

First Advisor

Caitlin Stinnerford


Monarch Services is an agency that is dedicated to helping victims or survivors of Domestic Violence, Sexual Assault, and Human Trafficking. Their mission is, “Lives Free from Violence and Abuse.” Case managers want to empower their clients to take back control and gain their freedom and independence safely. As the agency grew there was a need to create programs that would cater to the needs of the client, with the Housing First Program as one of the newer programs. The Housing First Program is a homeless assistance model that focuses on prioritizing long-term permanent housing for individuals and families, thus ending homelessness and allowing individuals and families to pursue additional goals. As the program is fairly new some areas have not been established such as a procedure manual. The purpose of this project is to assist any new or upcoming case manager or intern. It's a resource that establishes guidelines and protocols for making decisions, actions, and policies at Monarch Service. The procedure manual will be a physical copy and digital so it can be updated when documents or processes are revised. The expected outcome is to help improve the effectiveness, efficiency, and communication with the case manager and client. The agency can provide more workshops or training when introducing new case managers and interns to their responsibilities.