ClientTrack HMIS User Manual PSH, RRH & TH Courtesy of HMIS Training Department. Updated July 2018

Transcription

1 ClientTrack HMIS User Manual PSH, RRH & TH Courtesy of HMIS Training Department Updated July 2018

2 Overview This user manual is designed to support the information received in training on the basic and project specific features of ClientTrack and how ClientTrack supports the relevant data specific elements required to be collected for Permanent Supportive Housing, Rapid Re-Housing & Transitional Housing projects. In this manual you will find the following information: OHS Staff Contacts & HMIS Help Desk Information - Page 3 Review Security Policies and Procedures Page 4 ClientTrack Access Page 5 Overview of ClientTrack Features o Basic Navigation Page 7 o Home Workspace Page 11 o Client Workspace Page 14 o Housing Workspace Page 16 o Support Workspace Page 18 What Does Data Entry Look Like in ClientTrack? o Starting the Project Entry Process from a Referral Page 19 o Starting the Project Entry Process from the Project Entry Workflow Link Page 20 o The Annual Update Assessment Workflow Page 30 Recording Housing Move-in Date o Recording Financial Assistance & Linkages from the Service Link - Page 31 o Case Notes Page 32 o The Housing Assessment Workflow Page 33 o Changing the Primary Contact Information on the Housing Assessment Page 51 o Vacancies Accessing the Vacancy Roster Page 53 Searching for a Specific Vacancy Page 56 Editing a Vacancy Page 57 Adding a New Vacancy Page 59 Pending Match Notification Page 61 Updating Match Status -Page 63 o The Project Exit Workflow Page 64 Page 2 :

3 OHS Staff Contacts Marybeth Gonzales Deputy, Policy, Planning and Performance Management Michele Mangan Director of Performance Management Kitchener Jones HMIS Data Manager Sharon Pugh Data Specialist Carrie Perez HMIS Lead Help Desk Technician Bernard Jackson HMIS Help Desk Technician Nancy Gilliam HMIS Lead Trainer Charlette Harrison HMIS Trainer HMIS HELP DESK If you need assistance with your user name & password or encounter any issues with ClientTrack at any time, please the help desk at Please do not send any identifying information for clients when ing the help desk. There is a unique client ID number assigned to each client record in the system. Please use the client ID number when ing the help desk if applicable. Page 3 :

4 Security Policies & Procedures Information that could lead to individual identification is considered Personal Protected Information (PPI). Agencies participating in HMIS should have procedures in place for the secure storage and disposal of hardcopy and electronic data generated from ClientTrack or created for entry into ClientTrack. PPI should be stored in locked drawers/file cabinets and hardcopy data should be shredded before disposal. Electronic PPI including data contained on disks, CD s, jump drives, computer hard drives and/or other media should be reformatted before disposal. PRIVACY AND CLIENT INFORMATION RESTRICTIONS Notice of Privacy Practices: The Notice of Privacy Practices including the purpose for data collection should be posted in a public area and in an office where an intake professional meets with clients. The full privacy policy notice should be posted on the web sites of agencies, as well as made available to clients who request it. The document can be requested from the Office of Supportive Housing HMIS department by ing the OHS HMIS Help Desk. Informed Consent Policy: Effective 10/1/2017, providers must obtain informed, signed consent prior to entering any client identifiable information into HMIS. The client must sign an Authorization to Disclose Client Information form. Clients that provide permission to enter personal information allow sharing of client and household data within the continuum. If a client refuses to consent, end users should not include the client s First & Last Name, Social Security Number, or Date of Birth in the record. End users should create a name to identify the client record by, indicate it as Partial, street name, or code name reported & enter Client Refused for the SSN & DOB. Services are not to be denied if a client chooses not to include personal information. PA Limited English Proficiency: Policy mandates that any entity receiving federal funds must present any critical documents in the State s list of 15 most common languages. Please reference the website: CLIENTTRACK COMPUTERS All computers used to access ClientTrack should be situated in secure locations. ClientTrack computers in publicly accessible areas should be staffed always and not viewable by other individuals. All computers should be password protected, and the password you use to log onto your computer should NOT be the same password as your ClientTrack password, but rather a password to prevent access to the computer itself. ClientTrack usernames and passwords should NEVER be shared with other users. Users should not keep username/password information in a public location (i.e., sticky notes on monitors or filed under HMIS or Password in a Rolodex). You will be required to change your password every 90 days for security purposes. Accounts are automatically deactivated after 90 days of inactivity for security purposes. To have an account re-activated, the end user will be required to attend refresher training with a member of the HMIS training department. Page 4 :

5 ClientTrack Access ClientTrack is a web based application that can be accessed through your web browser on personal computers as well as mobile devices. For maximum functionality, we strongly recommend the use of Google Chrome. The website URL is Your User ID is the business address listed on the HMIS User Agreement. For your first login, you will use a temporary password provided by HMIS support, and you will be prompted to change your password. ClientTrack security policies require the use of strict passwords. Passwords must Be a minimum of 8 characters long Have at least one capital letter Have at least one number Have at least one special character Once you hit the Sign In key, please use your mouse to click on the following link if it appears: You will also be prompted to update your recovery information. This entails creating a security question, which will allow you to recover your password if it s forgotten. Page 5 :

6 Once you enter your log-in information, you will see the following screen: The Workgroup dropdown box shows the workgroup you will be using. The workgroup determines what kind of functionality you will have in the system. Unless you work with other projects in your organization, you should always see Implementation HMIS Program Sandbox displayed in this dropdown. The Organization dropdown shows your organization, which will determine the projects you have access to. If locations have been provided to PhilaHMIS and entered in the system, you will be able to select your location option from Location dropdown. Clicking Use these settings will cause the HOME Workspace to load. In addition to this workspace, you will also have access to the Client Workspace and the Issues Workspace. Before we review the workspaces, let s get familiar with some of the features and frequently used navigation icons in the system. Page 6 :

7 Overview of ClientTrack Features Basic Navigation There are basic navigation tools you will use to work your way through ClientTrack. Let s begin with the top tool bar starting on the left-hand side. Here you will find: 1) Workspace Menu, 2) Workspace Navigation Toggle Box, 3) Search Field* 4) Settings [your name], Help and Sign Out links. 1. Workspace Menu: The name of this menu and the menu options available will depend on the workspace you are in: Home, Client or Issues. All menu headers have one thing in common, the pushpin. The position of the pushpin will determine if the menu remains visible while you are working. If the pushpin is facing down (as shown above), the menu will remain visible. If the pushpin is facing to the left, when you click anywhere in the workspace the menu will collapse. To restore the menu, click on the Hamburger Menu button. Workspace with Menu Visible Page 7 :

8 Workspace with Menu Collapsed 2. Workspace Navigation Toggle Box: This toggle box enables you to navigate amongst the four workspaces you have available to you in ClientTrack. Clicking on the toggle box will populate the workspace carousel on the screen. Click on the box of the workspace you need to access to cause the appropriate screen to load. 3. Search Field: You can search for system related functions using this field. (Case Notes, Enrollments, etc.) Not recommended to search for clients. The preferred method of searching for clients in the system is the Find Client option located in the client workspace. This option will be reviewed later. Page 8 :

9 4. Settings, Help & Sign-Out Links: These links are shortcuts available to help you manage your workspace in HMIS. Settings: The settings link is your name next to the bell. Click to open the Settings Box. Users with multiple workgroups within their organization can switch between workgroups and locations without signing-out of ClientTrack. You can upload a picture and to change the appearance of your dashboard by choosing a theme (default, metallic or light). Clicking the Change Password option will open the form to change your password or update your recovery information. You will be asked to create a new password. Enter your new password in the field indicated using the guidelines stated earlier in this manual. Re-enter it in the Confirm Password field, and enter your current password in the Your Current Password field. Click Change Password to confirm the change. To update your password recovery information, click the update link and select your security question and answer. Load any changes made in the settings box by clicking the Apply option on the bottom of the settings box. You can also sign out of ClientTrack from this box. Page 9 :

10 Help: The Help link activates a window where you can report issues, ask questions, & make suggestions. Ask a Question Report an Issue: When you select Report an Issue, you are taken to a small form in which you can give a summary of the issue you are facing in the system. Please be sure to report the issue from the page that it was encountered. This will allow staff to see what was going on in the system when the issue was encountered. You can attach screenshots to your issue, but be sure that the screenshot contains no identifiable client information. You can notify additional people on your issue by clicking that option and adding their name, address and phone number. Issues are first sent to the PhilaHMIS Help Desk. If the issue cannot be resolved by the Help Desk staff, it is escalated to Clienttrack. You will receive an when the issue has been received and assigned. You can also check the issue status in the Issues workspace. Like reporting issues, the Ask a Question form allows you to ask a short question and provide more detailed background, as well as upload files and screen shots. When you ask a question through this form, it is sent to the HMIS Lead Agency, who will respond to you as soon as possible with clarification. Make a Suggestion If you have feedback or have a recommended change that you would like to communicate, submitting it through this form is always best. It also provides the level of detail required from the Submit an Issue and Ask a Question forms. View Documentation The documentation available through this link is the ClientTrack Comprehensive User Guide, a general guide that provides standard information for newer users. Sign Out: You are asked to sign-out of HMIS prior to closing the window, as some internet browsers retain your information. For security reasons, it is critical that you use this button or any of the other available sign out options to log-out of ClientTrack when you are finished working or when you are leaving your computer. Page 10 :

11 The Home Workspace As stated previously, you will have access to three workspaces in ClientTrack: The Home Workspace, the Client Workspace & the Issues Workspace. Logging in will direct you to the Home Workspace, where you will find the Home Menu and your User Dashboard. The Home Menu The Home Menu lists the functionality available to you as an end user. The first menu option is a link to the User Dashboard. Clicking it will restore your dashboard in the workspace when you have navigated to another page like reports. The Standard Reports menu option links to basic reports such as Clients in Projects, Enrollment Demographics, Service Summary, and others. The My Clienttrack section houses the following menu options: Incident Queue The Current Enrollments menu option lists clients enrolled in a specific project. The sub-folder contains a link to Open Enrollments w/most Recent Assessment. The My User Configuration menu option hosts the sub-options Change My Password & Set Recovery Information. The Paused Operations menu option essentially allows you to save the work you have completed in a workflow. (In ClientTrack, a workflow is a series of forms and assessments needed to complete a specific task like a project entry or an update assessment.) When you begin a workflow, you might find yourself in a situation where you must stop working on it. You can save your place in the workflow by using this pause option. Page 11 :

12 At the top of the workflow menu itself, you will see a cancel symbol (X) and a pause symbol ( ). To save any work completed in a workflow, click ( ). This allows you to pause the workflow and go back to it later. Click the (X) to cancel the workflow and remove any information you entered while in the workflow. This does not delete information entered outside of the workflow. To resume the workflows you have paused, select the Paused Operations menu option. You will be shown a list of all the workflows you have paused. (Be advised that these workflows will remain on the list until you retrieve them. They do not expire.) Select the appropriate option based on the action you want to complete with the workflow: This option resumes the workflow where you left off. This option starts the workflow over from the beginning. This option deletes the workflow. This option can cause you to lose some or all the data that you entered. The My Submitted Issues menu option is another link to the Support workspace outside of the workspace carousel. Page 12 :

13 The User Dashboard The dashboard is divided into 4 sections: 1. Global News: Here you will find news items that impact all agencies participating in HMIS. OHS will post information regarding reporting deadlines, HUD updates and upcoming trainings in this section. 2. My Case Assignments: For case managers, this section will list all clients that are currently on your caseload. You can access the client record by clicking the Select This Client icon by the client name. Doing so will take you to the client dashboard. 3. Enrollments Missing Project Entry Assessments: This section will list all clients (both current and previous) from all projects in your organization who are missing HUD entry assessments. The Enrollment Description column will indicate which project the client is/was enrolled in. To complete the entry assessment, click the Select Client icon (slightly different from the icon shown in #3) by the client name. complete the assessment. This will take you to the Client Dashboard where you will be able to 4. Due for Annual Assessment: This section will list clients served by your organization who are due for an annual assessment. The Select Client Icon (shown above) will take you to the Client Dashboard, where you can complete the annual assessment. Page 13 :

14 The Client Workspace The Client Workspace is very similar to the Home Workspace. Every client in the system has their own unique workspace that consists of a Client Menu and a Client Dashboard. The Client Menu The Client Menu lists the functionality available to you for use when working with specific clients in the system. Find Client: used to search for clients. Project Entry: opens the project entry workflow menu. Client Dashboard: restores the dashboard in the workspace. New Housing Assessment: opens CEA-BHRS assessment. Edit Client Information: links to form to edit Basic Client Information. This menu option also hosts two sub-options: Paused Workflows shows workflows in process specific to the client. Veteran Status opens the Veteran Assessment form. Case Notes: opens the form to record, review & print case notes. Assessments: opens a list of Assessments collected for the client. Referrals: opens a list of all existing referrals for client. Services: opens the form to record and review service history. Housing Assessments: opens a list of completed housing assessments Page 14 :

15 The Client Dashboard This dashboard is divided into 5 sections: 1. Basic Client Information: This section contains the client s basic demographic information, including the unique Client ID Number that is generated by the system for every client that has information entered into the system. 2. Enrollments: This section shows all the projects the client has been enrolled in, both current and previous. 3. Referrals: This section provides a list of all the referrals provided to the client during a project enrollment. 4. Services: This section provides a list of all the services provided to the client during a project enrollment. 5. Case Manager Assignments: This section will list the client s case managers and will show the status of the case management assignment (active vs. inactive), the start date and the end date, if applicable. Page 15 :

16 The Housing Workspace The Housing Workspace consists of a searchable facility dashboard from which a user can locate their facility to view and record facility incidents and vacancies in the facility. Using the Find Facility menu option will load the form where you can search for your facility by name, housing type or zip code. When your facility is selected from the list that populates, you will be able to load Facility Incidents list or the Vacancy Roster by clicking on those menu options (you will notice that the menu options are no longer grayed out once a facility has been selected). Page 16 :

17 The Facility Incidents menu option opens a form that has a list of incidents at the facility and an Add New button that opens a form where you can record a new incident. The Vacancy Roster menu option opens a form that allows you to search for vacancies in your project based on specific search criteria. On this form is an Add New button that opens another form where you can record a new vacancy in your project. The processes for recording incidents and adding vacancies will be reviewed in a separate manual. Page 17 :

18 The Support Workspace The Support Workspace consists of a dashboard upon which you will find a list of every problem, question and suggestion that you submitted in the system via the Help link. The dashboard lists the issue number, submission date, type (issue, question, or suggestion), a summary, the status and whom the issue was assigned to. You can track the progress of your submissions in this workspace and add additional information to previously submitted issues by selecting the edit icon next to the submitted issue. Page 18 :

19 What Does PSH, RRH & TH Project Entry Look Like in ClientTrack? The project entry workflows for Permanent Supportive Housing & Rapid Re-Housing & Transitional Housing are almost identical, with one slight variation for Permanent Supportive Housing & Rapid Re-Housing projects. There is an additional piece of information (Housing Move-in Date) collected for Permanent Supportive Housing & Rapid Re-Housing projects. This data collection can occur at Project Entry or via during the project enrollment, depending on when the client moves into his or her housing unit. Project Entry can begin from the Home Workspace or from the Client Workspace. If an OHS Application Coordinator has sent your project a referral through the system, the process will begin on the Home menu. If the client has been referred to your project outside of the system, the process will begin on the Client menu. Referrals in the System On the Home Menu, there is a link for Incoming Referrals. Clicking that link will open the Incoming Referral Queue. Referrals are listed in the order they are received. To begin the enrollment process from the Incoming Referral Queue, click on the Enroll option located next to the Client Name on the queue. Page 19 :

20 Referrals Outside of the System With the advent of CEA-BHRS, all referrals should be made through HMIS. There may residual instances where referrals will have to be made outside of the system. The process is outlined here only for guidance in the event the need arises. For clients referred outside of the system, you always want to begin by searching for the client using the Find Client menu option on the Client Menu to avoid creating a duplicate record for a client who already has one in the system. Clicking that menu option will open the Find Client form shown below. We recommend as best practice to enter the first 2 letters of the first and last name to return the maximum possible matches. Click Search. Page 20 :

21 If the system finds potential matches, the search results will display. A) If the client you searched for is listed, click anywhere on the row where the client information appears. Doing so will direct you to the Client Dashboard. From there, you will select the Project Entry menu option from the Client Menu. Page 21 :

22 B) If the client is not listed, click cancel at the bottom of the find client form. Select Project Entry menu option from the Client Menu. If the client was not found in the system, select Add a new client. If the client was found in the system, select Use the current client. The Basic Client Information Form will load. All fields marked * are required. All data is self-report. Confirm the spelling of the client s name. Use proper capitalization. If the full name is not reported, change the Name Quality to Partial, street name or code name reported. If only the last four digits of the SS# are collected, leave the first two fields blank & record the last four in the last box. If client doesn t know his or her SS#, select Client doesn t know. If client refuses to give SS#, select Client refused. Page 22 :

23 If the Birth Date is partial, change the Date of Birth Quality field to Approximate or Partial DOB Reported. Checking the box for Show Address and Contact Information will populate a field where any contact information you have for the client can be recorded (shelter address, message phone number, etc.). The system will create the Household identification number & the Relationship to Head of Household will default to Self. Please note: if there is a number showing in the Household field & the Relationship to Head of Household shows a response other than Self, it means the client was previously enrolled as a spouse, dependent etc. on someone else s record. Remove the number in the Household field & change the Relationship to Head of Household to Self. The system will create a new Household ID that shows the current client as the HOH. Click Finish to continue. Page 23 :

24 You will be directed to the Household Members form next. Projects serving households with multiple members will use this form to enter data for the additional household members. Projects serving singles will skip this form by clicking Save & Close. Complete all fields marked *for each additional household member. Click Save & Close to proceed. Page 24 :

25 The HUD Project Enrollment form will load. Select the project from the drop-down list. Check all clients being enrolled. Enter the date the client(s) started the project, if you are doing the data entry on a different day. (Please note: The Housing Move-in Date on this form pertains to Permanent Supportive Housing & Rapid Rehousing Projects, not Transitional Housing. In the rare event that the client moves in to a PSH or RRH project on the same date as the Project Start Date, this data can be filled in during this process. We will review how to capture this date during project enrollment later in this manual). Click Save to continue. The HUD Universal Data Assessment will populate next. The top of the form will be pre-filled except for the Disabling Condition field. Select the correct response. Client Location will default to PA-500 Philadelphia CoC. Page 25 :

26 Answer the Living Situation questions. Answer the Health Insurance questions. If Covered by Health Insurance is Yes, you will need to check the type. Click Save. Page 26 :

27 The Barrier Assessment will load next. Clicking the box next to the Barrier column will default all answers to No. If the client has any barriers, you will then need to change the No to Yes in the Barrier Present column and complete the Condition is Indefinite field. Do not uncheck any of the boxes on the left-hand side of the screen. Doing so will produce an error message when you try to move to the next page. Remember, if Disabling Condition is Yes, one or more barriers must also be Yes on the Barrier Assessment. Click Save & Close to continue. The Domestic Violence Assessment is next. Select Yes or No to indicate if the client had a domestic violence experience. Selecting Yes will generate questions regarding when the experience occurred & if the client is currently fleeing. Click Save to continue. Page 27 :

28 The Income Assessment is next. Select Yes or No to indicate if the client has any income or non-cash benefits. Selecting Yes will bring up a form where you can record the income and/or non-cash benefits. Monthly Amount is required for income, but not for non-cash benefits. Click Save & Close to continue. *Please note, if the household has a child that has income (SSI, SSDI), it must be recorded on the HOH s assessment, as Income assessments are not collected for clients under the age of 18. Indicate the income belongs to the dependent in the Description field. If the HOH is the only client on the enrollment, the workflow will end here. If the household has other members, assessments will be completed for them as well. Clients over 18 will complete the same assessments as the HOH. Clients under 18 will only complete the Universal Data Assessment & the Barriers/Special Needs Assessment. The example below is for the HOH s child. First, you will complete the Universal Data Assessment by filling in the Disabling Condition field and answering the Health Insurance question. Click Save. Page 28 :

29 You will then complete the Barrier Assessment. Remember, if Disabling Condition is Yes, one or more barriers must also be Yes on the Barrier Assessment. Click Save & Close to continue. You have completed the Intake workflow. Click Finish to close the workflow menu and to be redirected to the Client Dashboard. Page 29 :

30 The Annual/Update Assessment Workflow There are several instances in which you will be required to use the Annual/Update Assessment workflow. Permanent Supportive Housing & Rapid Re-Housing Projects will use it to record the Housing Move-in Date. All projects will use it when a significant change has taken place in the life of a client. You might have helped the client get insurance, helped him or her increase income, etc. This information is captured as a point in time using this workflow. All projects are required to complete an annual assessment for the household 30 days before or 30 days after the anniversary date of the head of household. This is also accomplished using this workflow. From the Blue Action Wheel next to the current enrollment, select the Annual/Update Assessment option. This will open the Assessment for Enrollment workflow and direct you to the HUD Project Enrollment form. Verify that this is the enrollment you want to update. PSH & RRH providers, when you are using this workflow to record the Housing Move-in Date, you will enter the date in the field provided on this form. Click Save to continue. Page 30 :

31 The system will ask you for the Assessment Type. If you are recording the Housing Move-in Date or recording changes that occurred during the project enrollment, select During Project (Program) Enrollment. If you are completing the required annual assessment, select Annual. The remainder of this workflow mimics the Project Entry workflow. You will be able to go through each assessment, verify information and make the changes necessary to the Health Insurance Assessment, the Barrier Assessment, and the Income Assessment. You can click Default to pull in the last Health Insurance Status and the last Income Assessment. The Barrier Assessment will automatically default. Click Save and you are done. Click Finish to close the workflow. Recording Financial Assistance & Linkages from the Service Link Rapid Re-Housing projects are required to record financial assistance (rent, security deposits, etc.) and linkages in HMIS. This process is accomplished through the Services menu option under the Case Management section of the Client Menu. Since this process only pertains to Rapid Re-Housing, it will be reviewed in a separate document. Page 31 :

32 Case Notes Timely and robust case notes assist you and other case managers at your organization in serving your clients. It is extremely important that meetings, calls and other relevant information regarding your client are properly documented in case notes. To add a case note, select the Case Note menu option on the Case Management section of the Client menu. This will open the Client Case Notes History. Click Add New Case Note in the upper right-hand corner to record a new case note. The case note form will load. If the date the case note was recorded is different from the Entry Date defaulted on the form, insert the correct date. Verify the User recording the note. Enter a brief title or description for the note in the Regarding field. Complete the case note in the text editor field. If Read Only is checked, no one else will be able to delete or edit the case note. When all info is entered, click Save. Page 32 :

33 The case note will be listed on the client s Case Note History. You can use the Blue Action Wheel beside the case note to View Case Note, Edit Case Note or Delete Case Note To print case notes, click the box next to the note desired and then click Print Selected. CEA-BHRS Housing Assessment Workflow A workflow is a series of forms and assessments necessary to complete a specific task. The Housing Assessment Workflow combines the necessary forms and assessments that will gather the information needed to match households to the best possible housing opportunities available. Housing Providers will conduct this assessment only for clients who need placement in another housing option due to: o o o o o o o o Imminent Safety Issues Changes in Service Need Within Current Program Type Age Restrictions of Current Program Changes in Household Size Reasonable Accommodation/Modification Imminent Risk of Eviction Households in Rapid Re-Housing or Transitional Housing needing Permanent Supportive Housing Rapid Re-Housing, Transitional Housing or Permanent Supportive Housing Program Closures Page 33 :

34 The screenshot to the right shows the Housing Assessment workflow menu for Housing providers. The workflow consists of the following forms & assessments: Full Client Info Form collects demographic info for the HOH Family Members Form collects demographic info for all HH members Transfer Request Form collects information regarding HH s need to move HMIS Barriers Assessment collects information regarding barriers for each household member Financial Assessment collects information regarding income and non cash benefits. Household assessed collectively Financial Evaluation calculates federal poverty level & area median income (AMI) based on data from financial assessment Eligibility Screening collects information about involvement with DHS, Criminal Justice, DV experience and past debt & arrearages Housing Needs & Preferences collects information regarding specific requirements & desires a household has regarding potential units Document Checklist collects information on documents in the HH s possession to inform case managers of what documents they need to assist the client in obtaining for housing purposes Project Eligibility search engine matches households to units Full Client Information Form Because the client is enrolled in a project, most of the Full Client Information form will already be completed. It is imperative that this information is reviewed & confirmed to be correct. If anything is not correct, it should be corrected in this workflow. Click Finish when all information is verified. Page 34 :

35 Why is this important? Any mistake in data entered could potentially disqualify a household for a housing opportunity. If a client is 24 but his age is calculated as 25 due to an error entering the birth year, he will be disqualified for housing opportunities that he qualifies for and vice versa. Family Members Form This form, like the Full Client Information form will already be completed with information that was collected at project entry. If an additional household member is to be included in the housing opportunity, add the basic demographic information required on this form. Why is this important? There will be instances where households will have members being considered for the housing opportunity who are not included on the current enrollment or in the most recent household configuration in HMIS. There might be a child in DHS custody awaiting reunification, a spouse who was placed at a different location due to space restrictions, etc. For the household to be qualified for the housing they need, it is important to record the actual household configuration. If no information is being added to this form, click No Changes. If information is added, click Save. Page 35 :

36 Transfer Request The reason for housing providers conducting this assessment is the need for a household to transfer from its current housing to another housing option. The pertinent information regarding the need to transfer is collected on the Transfer Request form. The top of the form has fields for you to record the request date, indicate if the household will be able to remain in the current program until another is identified, explain where the household will be living if they cannot remain, and the reason for the request. There are 3 different Request Categories with sub-categories totaling 8. Each request category will populate a unique set of questions. Imminent Safety Issue This request is made when there is an imminent safety issue that cannot be addressed within the current project. There is no sub-category. This category will be followed up within one business day of submission, with a decision to be rendered within two business days after a complete response to the follow up has been received. Households with an approved imminent safety transfer request will take top priority. Available vacancies that are a match for the household will be offered based upon the date the transfer request was received. Page 36 :

37 Change in Service Need Within Current Program Type This request is made when a need arises for an increase or decrease in the level of supportive services or for a change in the type of supportive services needed within the same project type that cannot be addressed within the current project. This request falls under the category of Other. It will be followed up within three business days after submission. A decision will be made within five business days after a complete response to the follow up is received. Other transfer request households will be matched to a vacancy after five prioritized households have been matched. Page 37 :

38 Age Restrictions of Current Program This request is made when a household is no longer eligible due to age restrictions. This request falls under the category of Date-Specific Transfer Requests. Requests in this category will be followed up within three business days after submission. A decision will be made within five business days after a complete response to the follow up is received. When a vacancy is available for the household, it will be offered to them over all other households except those with approved imminent safety transfer requests, by date order of when the transfer is needed. Page 38 :

39 Change in Household Size This request is made when there has been an increase or decrease in household size. This request falls under the category of Date-Specific Transfer Requests. Requests in this category will be followed up within three business days after submission. A decision will be made within five business days after a complete response to the follow up is received. When a vacancy is available for the household, it will be offered to them over all other households except those with approved imminent safety transfer requests, by date order of when the transfer is needed. Page 39 :

40 Reasonable Accommodation/Modification This request is made when the need for a reasonable accommodation presents that the current housing provider cannot meet. This request falls under the category of Other. It will be followed up within three business days after submission. A decision will be made within five business days after a complete response to the follow up is received. Other transfer request households will be matched to a vacancy after five prioritized households have been matched. Page 40 :

41 Imminent Risk of Eviction This request is made when there is an imminent risk of the household being evicted. This request falls under the category of Date-Specific Transfer Requests. Requests in this category will be followed up within three business days after submission. A decision will be made within five business days after a complete response to the follow up is received. When a vacancy is available for the household, it will be offered to them over all other households except those with approved imminent safety transfer requests, by date order of when the transfer is needed. Page 41 :

42 PSH Needed for Household in RRH or TH This request is made when it has been determined that a household in Transitional Housing or Rapid Re- Housing needs Permanent Supportive Housing. This request falls under the category of Other. It will be followed up within three business days after submission. A decision will be made within five business days after a complete response to the follow up is received. Other transfer request households will be matched to a vacancy after five prioritized households have been matched. Page 42 :

43 TH, RRH or PSH Program Closure This request is made when it has been confirmed that the project is closing. This request falls under the category of Date-Specific Transfer Requests. Requests in this category will be followed up within three business days after submission. A decision will be made within five business days after a complete response to the follow up is received. When a vacancy is available for the household, it will be offered to them over all other households except those with approved imminent safety transfer requests, by date order of when the transfer is needed. When all details have been recorded, click Save. Page 43 :

44 HMIS Barriers The barrier assessment will be collected for every member of the household beginning with the HOH. The assessments will load back to back until each one has been completed. Please refer to the workflow menu to know which client is being assessed. Click Save & Close. Why is this important? The behavior for this assessment is different in this workflow than in others. In other workflows, you complete each assessment required for a household member & then you move on to the next household member. Because this is the only assessment completed for each household member individually, the barrier assessments will load back to back. End users should pay attention to the prompts on the workflow menu to know which client the assessment is being collected for. Page 44 :

45 Financial Assessment Only one financial assessment will be completed; this assessment should reflect the income for the entire household. Click Save & Close. Why is this important? The financial assessment is used in other workflows where the data is only collected for HOHs and adults over 18 as per HUD requirements. In these workflows, separate assessments are collected for each HH member that is required to have one done. In the Housing Assessment workflow, all the household income must be represented on that one assessment. Page 45 :

46 Financial Evaluation Select the most recent financial assessment collected that reflects the income of the total household. The system will calculate the Federal Poverty Level and the Area Median Income (AMI) based on the assessment selected. Why is this important? To qualify for certain housing opportunities, household income must be at or below a certain percentage of the Federal Poverty Level or the Area Median Income (AMI) for Philadelphia County. For example, to qualify for housing funded under ESG (Emergency Solutions Grant), there is no AMI requirement for the first 12 months of funding. However, if the household remains in the ESG funded unit after 12 months, the household income must be at or below 30% AMI. Page 46 :

47 Eligibility Screening This screen is used to collect information regarding a household s Domestic Violence experience, involvement with DHS, Criminal Justice & any past debt or arrearages. Click Save & Close. Why is this important? The information on this screen is used to determine factors that could impact housing eligibility. Page 47 :

48 Housing Needs & Preferences This screen captures a household s needs as well as the preferences in housing units. You might see different questions based on the client s age and/or household composition. Page 48 :

49 Why is this important? Collecting this information helps to inform what the needs are and gives the household a voice regarding what type of unit they would like to have. This is a demonstration of the person-centered approach to housing. Document Checklist Clients will not be ruled out for a housing opportunity if the documents on the list are not available at the time the Housing Assessment workflow is completed. Most housing documents are time sensitive in nature and will not be collected until the opportunity presents. It is fine to leave this form blank. Why is this important? This checklist is designed to inform the case manager what documents the client might need assistance in obtaining so that when the housing opportunity does present, the necessary documents are available. Page 49 :

50 Project Eligibility On this screen, the eligibility search engine will search the projects in the system and add the household to each project the household is potentially eligible for. It will also add the household to any Stakeholders list (DBH & DHS) where there is a potential for a match, but a new level of eligibility will have to be determined by these stakeholders. The stakeholders can log in, see the list, and be asked if a client is eligible for their housing. Please allow the blue wheel to finish spinning before clicking the Add to Prioritized by Name List button. Why is this important? The blue wheel spinning indicates that the system is searching all housing options listed in the system to calculate eligibility. If the button is clicked to soon, the search will be aborted and potential matches not captured. After you click the button, you will see a prompt to click Finish to close the workflow. You have completed the housing assessment for the transfer request! Page 50 :

51 Changing the Primary Contact Information on the Housing Assessment To ensure a client does not miss a housing opportunity when it presents, it is crucial that the Primary Contact Information on the Housing Assessment is kept up to date. If for any reason (such as termination of employment, reassignment of duties, etc.) the person that completed the assessment is no longer the primary contact, the contact info should be updated to reflect the staff who will assume that role. If a Housing Assessment has been completed and it is recent (under a year), click the Blue Action Wheel next to the assessment & select the Change Primary Contact option. Page 51 :

52 The Contact Information section of the Housing Needs & Preferences form will load. The previous contact information will appear at the top of the form. Because you are logged into your account, your information will populate under New Primary Contact information. If someone else in your organization is the new contact, make the changes necessary. Verify the information is correct and click Save. Please note, although this process will make you (or someone in your organization) the new contact on the Housing Assessment, you will not be able to view the assessment if it was completed by another project in another organization. Page 52 :

53 Vacancies in HMIS Housing Providers are responsible for entering & editing vacancies in HMIS. Additionally, once a unit is accepted or denied by a client or a provider, the provider is responsible for updating the match status. All processes related to housing vacancies will take place from the Housing workspace. Click on the Workspace Navigation Toggle Box to bring up the Workspace Carousel. Accessing the Vacancy Roster Select the Housing workspace. Page 53 :

54 If the facility you need is not loaded, select the Find Facility menu option. Select the facility from the list that populates. Page 54 :

55 From the Housing Menu, select the Vacancy Roster menu option. Doing so will activate the form from which you will be able to: View existing vacancies Search for existing vacancies with specific criteria Edit details for existing vacancies Add a new vacancy The top of the form contains search fields to find vacancies based on specific criteria. The top right-hand corner hosts the New Vacancy button, which will activate the form for you to record the new vacancy. The middle of the form hosts the Search button to activate a search. Vacancies already in the system will be displayed on the bottom of the form. The pencil icon next to each vacancy listed gives you the ability to edit the details of a vacancy. Page 55 :

56 Searching for Specific Vacancies To search for a specific vacancy, you can input information into data fields of your choice to narrow your search. The Population Specific field is multi-select. Click Search. If results are found matching your search criteria, they will be listed in the Results section. Why is this useful? Having the ability to search your organization s vacancy roster allows you to keep track of the status of each vacancy; how many are open, how many have been matched, how many have been filled. Page 56 :

57 Editing Existing Vacancies If for any reason the details of a vacancy must be updated, you will start that process using the pencil icon located next to the vacancy you need to edit. Clicking the pencil will open the Vacancy form & display the current details of the vacancy. Page 57 :

58 Update the information on the form as needed & click Save to update the details. Why is this useful? Details regarding an available unit could be incorrect due to data entry errors or a change in the availability date. There might be units that have been funded but not yet identified. This functionality insures you can keep your vacancy roster accurate and up to date. Page 58 :

59 Adding a New Vacancy When a vacancy becomes available in your project, you will want to add the unit to the vacancy roster. Click the Add New Vacancy button located in the top, right hand corner of the roster. This will open the new vacancy form. Enter all information marked with a red asterisk. Use the Unit Name and Description fields in a way that will help your organization keep track of the hosuing inventory. Enter Scattered Site in the Location Address field for vouchers & units yet to be identified by the client. Indicate if the unit is Chronic Dedicated or Chronic Prioritzed using the drop-down menu provided. If not, select Neither. When all details have been completed, click Save. Page 59 :

60 The vacancy will now be included on your project s vacancy roster. Pending Match Notification After a pending match has been made, the housing provider will and the housing assessment contact person will receive an notification that a pending match has been made (application/referral submitted). It will contain the Client ID#, the shelter provider case manager s information & the housing provider information. Page 60 :

61 It is important to note that the following steps are not tracked in ClientTrack. Upon receipt of notification: Housing Provider acknowledge receipt of the pending match within 2 days by replying to the sent from ClientTrack. Please select Reply All when responding & add clearinghouse@phila.gov to the . Housing Provider set up & conduct an interview with the household within 10 business days from receipt of referral. This includes providing the household with information regarding entry requirements, services provided & project expectations. Referring Organization notify household regarding the interview. Housing Provider accept or deny the household within 3 business days of the interview. Referring Organization notify household of decision and if accepted, inform the housing provider of the household s decision to accept/reject the match within 3 business days. Referring Organization gather documentation required prior to move-in & submit directly to housing provider. Housing Provider update the match status in HMIS. Updating Match Statuses in HMIS To find units with a status of Application/Referral Submitted, set the status to Pending Match om the Vacancy Match (Search) form., You can input other search criteria to narrow your search if you choose. Click Search to populate the list of pending matches. Page 61 :

62 Identify the unit you will be updating on the list, click the Blue Action Wheel & select Edit Matches. The pending match information will load. Page 62 :

63 Scroll to the Match Status field, activate the drop-down menu & select the appropriate status. A status of Application/Referral Accepted will automatically create & place a referral on Incoming Referral Queue in the Home workspace. The project entry process will begin from this referral. A status of Receiving Program Denied Referral or Referral Returned requires a reason be selected from the dropdown menu & an explanation to be recorded in the text box provided. Page 63 :

64 A status of Household Declined Referral requires an explanation to be recorded in the text box provided. When the status has been updated, click Save & Close to save the changes. The four main statuses in use are: Application/Referral Submitted indicates a pending match Application/Referral Accepted indicates a match has been confirmed Receiving Program Denied Referral indicates the housing project denied the client Household Declined Referral - indicates the household denied the project For guidance on the other statuses, please refer to the Policies & Procedures manual. The Project Exit Workflow Project Exit is initiated from the Client Workspace. On the Client Dashboard next to the Current Enrollment, select the Exit the Enrollment option from the Blue Action Wheel. Page 64 :

65 This will open the HUD Exit menu. Enter the Exit Date, Destination & Exit Reason. End Case Assignment box should be checked to end the case management assignment. Click Save. You will now complete the HUD Project Exit Assessment. The top fields are pre-filled with data from previous forms. You have the option to Default Last Insurance Status if the information has not changed, or you can enter the new information. Remember, a Yes response requires you to record the type of insurance. Click Save. Page 65 :

66 The Barrier Assessment will automatically default. Make any changes if necessary and click Save & Close to proceed. The Income Assessment will load next. Click Default Last Assessment to pull the last assessment completed. Make changes if necessary and click Save & Close. Page 66 :

67 If the HOH is the only client on the enrollment, the workflow will end here. If the household has other members, exit assessments will be completed for them as well. Clients over 18 will complete the same assessments as the HOH. Clients under 18 will only complete the Universal Data Assessment & the Barriers/Special Needs Assessment. The example below is for the HOH s child. The system will ask if you want to exit the next client on the workflow menu. Select Yes. Complete the Exit Date & Destination. The Universal Data Assessment will load. Confirm and change (if need be) the insurance information. Click Save. Page 67 :

68 You will then complete the Barrier Assessment. Remember, if Disabling Condition is Yes, one or more barriers must also be Yes on the Barrier Assessment. Click Save & Close to continue. You have completed the Project Exit workflow. Click Finish to close the workflow menu and to be redirected to the Client Dashboard. The enrollment will now appear on the dashboard as a previous enrollment. You will see the exit date and the exit assessment ID. Page 68 :