Office of Crisis Services Overview

The DHCD Office of Crisis Services provides support to our residents and first responders.  Our purpose is to build, sustain, and strengthen the neighborhoods of Baltimore City. We are here in times of need.   

We do our job by being fair, understanding, and caring. We also act professionally and show respect to the people we help. Our goal is to create a culture of being ready for emergencies and working together with others to plan for them. 

The Ombudsman's staff is on duty 24/7, 365 days a year. Responsibilities include housing-related mediation, collaboration with the American Red Cross related to resident needs, and assisting with relocating residents who are impacted by an emergency or in harm's way. 

Contact the office by calling 410-396-3023.

How Ombudsman Handle Complaints

The Office of the Ombudsman operates 24/7 to provide services and resources to city residents who experience emergency situations that will classify them as homeless. We work closely with partner agencies to ensure residents have access to emergency resources and support to be rehoused. We respond to service requests from 311, the Mayor’s Office, other agencies, and phone inquiries. We primarily cover rehousing support in three areas:

  1. FIRE EMERGENCIES & NATURAL DISASTERS
    The Ombudsman team works to locate emergency shelter services for residents displaced by fire, storm, structural emergencies, and natural disasters. We also work to get them resources to be rehoused.
     
  2. MEDIATION
    Our office investigates and mediates housing-related situations. The Ombudsman works with constituents to resolve housing issues and landlord disputes.
     
  3. VACATES
    Vacates will occur after two different actions occur. It happens when someone is living in a inhabitable situation in an owner- occupied property, a rental property or when the property is deemed a vacant building and someone has taken up residence.
    1. The DHCD Property Maintenance Inspectors will first conduct an inspection of the home to check for code violations, living conditions and/or structural issues within the home. After the inspection is completed, the inspectors will review their findings and determine if the property is inhabitable.
    2. If a vacant building notice is issued. This notice means the structure is unsafe or unfit for human habitation or other authorized use. Once a notice is issued it is illegal for anyone to occupy the property until a Use & Occupancy permit is obtained by the homeowner.
    3. If residents have a plan, the Ombudsman will offer resources to assist their plan. If there is no plan, residents will be referred to an emergency shelter.

Click here to view the Ombudsman Brochure for further information.