September 16, 2026 | 12:00 PM - 01:00 PM

Deescalating in Difficult Situations

This 60-minute presentation is designed to provide housing providers with practical knowledge and strategies for supporting tenants living with mental health and substance use challenges. Participants will gain a better understanding of common mental health conditions, behaviours they may encounter in housing settings, and basic de-escalation techniques to help manage difficult situations safely and respectfully.

The session will also cover overdose awareness, guidance on when to involve emergency services or police, and interactive case scenarios that explore real-world situations landlords may face. The goal is to increase confidence, promote safer housing environments, and foster positive relationships between landlords and tenants.
 

Session Fee

IHM Members – Free
Non-Members – $25.00

Online Registration (coming)

Presenters

Heidi Billyard

Housing Consultant, Good Shepherd Non-Profit Homes Inc

I have been in the Social Housing Sector for 46 years.  I started my Housing career working in the Co-operative Housing Sector for 18 years.  I joined Good Shepherd in 1998 as Assistant Director of  Housing then moved into the Director of Tenant and Housing Services position in 2006.  During my tenure as Director I participated in various committees within the City of Hamilton Housing Providers group including Bed Bug Prevention and Best Practices , Eviction Prevention and Access to Housing Review Panel. I participated in the development of the successful H.O.M.E.S. program {Housing with Onsite, Mobile , and Engagement Services) that housed folks who were homeless or at risk of homelessness with Mental Health issues. This was the first housing program in the City of Hamilton to incorporate Head Lease agreements with private and non-profit landlords.  The program has now expanded to include concurrent disorders and Addiction Issues.  I am currently semi retired and acting as Housing Consultant to the Tenant and Housing Services Dept.

 

Aleah Baldwin

Assistant Director- Good Shepherd HOMES

I have been with the Good Shepherd HOMES Program for over 20 years, building my career through a variety of frontline and leadership roles. I began as a Community Mental Health Worker on a mobile outreach team, providing community-based support to tenants living with mental health and substance use challenges.

I then moved into management, leading our 24-hour supportive housing programs. Today, I serve as the Assistant Director of our supportive housing program, where I provide leadership and oversight to services that support individuals living with mental health and substance use challenges.

Throughout my career, I have remained committed to person-centred, recovery-oriented care and to supporting individuals in achieving stability, independence, and improved quality of life.

 

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