For tenants navigating mental health challenges, a home is more than just four walls, it’s a foundation for recovery. Ontario’s Supportive Housing Workers (SHWs) serve as crucial bridges between tenants and wellness. Inspired by ONPHA’s Supportive Housing Core Competencies course, here are five essential skills every housing provider should learn to support tenants facing mental health challenges.  

Skill #1: Practicing Trauma-Informed Care 

Trauma is prevalent in our world and has an impact on many of the people we interact with, including our tenants and colleagues. By creating safety first, trauma-informed care builds the foundation necessary for all other interventions to be effective. 

What it means: This skill involves adopting a universal precaution: always assuming that anyone you interact with may have a traumatic past. It’s guides you to create interactions that prioritize physical and emotional safety, fostering trust, and empowering individuals though choice and collaboration.  

Real-world application: Consider Giuseppe, a tenant who began drinking heavily and playing loud music late into the night, disturbing other tenants. When Giuseppe’s SHW needed to discuss his late-night music, they applied trauma-informed care principles. Instead of confronting him in the hallway, they offered to meet in his apartment, ensuring he felt a sense of control over the setting. They also clearly explained the purpose of the meeting, asking for his input throughout the conversation. For example, they might have asked “Would you prefer to talk about this now, or would later in the afternoon work better for you?”. This approach helped him feel safer and more willing to engage.  

Additional Resources: Download the Centre for Health Care Strategies’ Key Ingredients for Trauma-Informed Care.  

Skill #2: Applying a Mental Health Recovery Orientation 

Hope stimulates recovery. When tenants feel valued and see possibilities for their future, they become active participants in their own wellness journey 

What it means: This skill centers on fostering hope and recognizing that recovery is a deeply personal journey, unique to each individual. It means focusing on a tenant’s strengths, goals, and self-determination rather than solely on their diagnosis or limitations. It involves promoting a culture where possibilities are highlighted and tenants are empowered to be active participants in their own wellness. 

Real-world application: Instead of solely focusing on Giuseppe’s drinking as a problem, his SHW used a recovery orientation. They helped Giuseppe identify his underlying strengths and what brought him joy. Through conversations they discovered he enjoyed painting but hadn’t done it in years. The SHW didn’t just suggest he paint; they supported him in setting a SMART goal: “I will find affordable art supplies and attend one session at the local community art group by the end of the month.” This shifted the focus from his struggles to his potential for a fulfilling life. 

Additional resources: Check out the Mental Health Commission of Canada’s guidelines for recovery-oriented practice.  

Skill #3: Building Trust and Rapport 

Many tenants with mental health challenges have experienced stigma, discrimination, and broken promises from service providers. Strong relationships become protective factors during crises and create a foundation for all other support interventions.  

What it means: This skill is about consistently demonstrating reliability, empathy, and respect in all interactions. It involves active listening; truly hearing a tenant’s perspective without interrupting or judging. It means validating experiences, with responses like “That sounds incredibly difficult”. It’s about being transparent. It means showing up, following through, and being present.  

Real-world application: Giuseppe had previously felt judged by support workers. His SHW built trust by consistently showing up for scheduled check-ins, actively listening without interruption, and validating his feelings about the challenges he faced. When Giuseppe had a setback with his drinking, his SHW transparently explained their role in ensuring housing stability while also reiterating their commitment to his well-being. This consistency, empathy, and clear communication fostered a relationship where Giuseppe felt safe to be honest and seek help.  

Additional resources: Download Brene Brown’s Engaged Feedback Checklist to help you provide a perspective for validating another person.  

A supportive housing worker actively listening to a tenant while they speak
Active listening tip: Silence your inner monologue. Instead of preparing your reply while someone speaks, focus entirely on understanding their message. This allows you to truly absorb what’s being said and respond thoughtfully.

Skill #4: Implementing Harm Reduction Strategies 

Harm reduction is an approach that seeks to reduce the health and social harms associated with addiction and substance use, without necessarily requiring people to abstain or stop. By reducing barriers to support and focusing on achievable goals, harm reduction keeps people housed and connected to services, creating opportunities for longer-term positive change.  

What it means: This skill focuses on meeting tenants “where they are” without judgement. It recognizes that positive change, no matter how small, is progress. It prioritizes housing retention, safety, and basic well-being as primary goals.  It means collaboratively developing realistic, incremental steps to modify behaviours that put tenants at risk. Harm reduction is about empowering individuals to make safer choices for themselves.  

Real-world application: When Giuseppe’s drinking and loud music threatened his housing, harm reduction meant working with him to develop practical strategies. His SHW didn’t demand he stop drinking entirely. Instead, they focused on developing practical, achievable modifications to reduce the harm to himself and others. This included strategies like setting an 11:00 p.m. alarm as a reminder to lower his music, and exploring reasonable drinking limits. These small steps focused on housing retention and his immediate well-being.  

Additional resources: Dive further with the Canadian Mental Health Association’s harm reduction resource.  

Skill #5: Recognizing and De-escalating Crises 

Mental health crises can escalate quickly. Recognizing the early signs and responding appropriately can mean the difference between a manageable situation and one requiring emergency intervention.  

What it means: This skill is about finely tuned observation, noticing subtle changes in a tenant’s behavior, mood, or functioning. It requires understanding these as potential indicators of distress and applying techniques to calm the situation safely. This means acting quickly and with purpose, to prevent further escalation, and knowing when to seek professional emergency intervention.  

Real-world application: Giuseppe’s SHW recognized his behaviours as potential indicators of a mental health crisis. Observing his increased agitation and withdrawal, they approached him calmly at a neutral time, using a soothing tone of voice. They gently inquired about his well-being, actively listening without interruption, as Giuseppe expressed feelings of anxiety and loneliness. The SHW validated his feelings (“That sounds incredibly isolating, Giuseppe”) and gently redirected the conversation by asking if there was anything he needed help with to feel more settled. They collaborated in exploring solutions, easing the tension, and preventing the situation from escalating. 

An Approach to Support Tenants 

These five skills, when integrated, transform how we support tenants. These tools are proven to improve outcomes, reducing crises calls and increasing housing retention. Behind every diagnosis is a person with unique strengths, hopes, and the right to self-determination. Your role is to create conditions where recovery becomes possible, one interaction at a time.  

Ready to learn these essential skills? ONPHA’s Supportive Housing Core Competencies course provides comprehensive training, with practical tools, and ongoing support to help you become the skilled advocate your tenants deserve.