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Alameda County Coordinated Entry Policies
First approved February 22, 2022
Last reviewed/Last revised May 14, 2025
Author of policy/ policy revision Housing and Homelessness Services (formerly Office of
Homeless Care and Coordination)
Approved by Outreach, Access, Coordination Committee
Effective date February 22, 2022
Next review required by May 14, 2026
TABLE OF CONTENTS
1. Introduction and Overview ................................................................................................................... 1
1.1 Purpose of Coordinated Entry ...................................................................................................... 2
1.2 Coordinated Entry Policy Requirements ....................................................................................... 2
1.3 Scope of Coordinated Entry .......................................................................................................... 2
1.4 Guiding Principles ......................................................................................................................... 3
1.5 Governance ................................................................................................................................... 4
1.6 Use of HMIS................................................................................................................................... 5
1.7 Non-discrimination and Affirmative Marketing ............................................................................ 5
2. Access .................................................................................................................................................... 6
2.1 Full Coverage ................................................................................................................................. 6
2.2 Access Points ................................................................................................................................. 7
2.3 Access Points for Designated Subpopulations .............................................................................. 8
2.4 Weekend and Evening Access ....................................................................................................... 8
2.5 Non-discrimination and accessibility ............................................................................................ 9
3. Assessment and Prioritization ............................................................................................................ 10
3.1 Overview of Assessment and Prioritization ................................................................................ 10
3.2 Overview of Assessment and Prioritization Workflow ............................................................... 10
3.3 Engagement and Triage .............................................................................................................. 12
3.4 Housing Problem Solving ............................................................................................................ 12
3.5 Assessment Pre-Questions ......................................................................................................... 13
3.6 Coordinated Entry Enrollment .................................................................................................... 14
3.7 Crisis Assessment ........................................................................................................................ 14
3.8 Housing Assessment ................................................................................................................... 15
3.9 Workflow for Access Points for Survivors of Gender Based Violence ........................................ 17
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4. Queues and Queue Management ....................................................................................................... 17
4.1 Overview of Queues .................................................................................................................... 17
4.2 Crisis Queue ................................................................................................................................ 18
4.3 Housing Queue ............................................................................................................................ 18
4.4 Threshold Scores ......................................................................................................................... 18
4.5 Responsibility for Queue Management ...................................................................................... 19
4.6 Removal from a Queue ............................................................................................................... 19
4.7 Queue Management for Gender Based Violence Access Points ................................................ 20
5. Matching ............................................................................................................................................. 20
5.2 Matching for Crisis Resources ..................................................................................................... 21
5.3 Matching for Rapid Rehousing .................................................................................................... 21
5.4 Matching for Permanent Housing ............................................................................................... 22
5.5 Document Readiness .................................................................................................................. 23
5.6 Matching to Other Permanent Housing...................................................................................... 23
5.7 Matching for Navigation services ............................................................................................... 24
5.8 Matching for Survivors of Gender-based violence ..................................................................... 24
6. Referral................................................................................................................................................ 24
6.1 Referral........................................................................................................................................ 24
6.2 Match .......................................................................................................................................... 24
6.3 Matching and Referral for Crisis Resources ................................................................................ 25
6.4 Matching and Referral to Permanent Housing Resources .......................................................... 25
6.5 Referral for Survivors of Gender-based Violence ....................................................................... 27
7. Training ............................................................................................................................................... 27
7.1 Access Point Trainings ................................................................................................................. 27
7.2 Annual Trainings and Refreshers ................................................................................................ 28
7.3 Learning Collaborative ................................................................................................................ 28
8. Data and Evaluation ............................................................................................................................ 29
8.1 Data Collection and Management Reports ................................................................................. 29
8.2 Evaluation ................................................................................................................................... 29
9. Grievances And Complaint Tracking ................................................................................................... 30
9.1 Right to File a Grievance ............................................................................................................. 30
9.2 Tracking and Reporting ............................................................................................................... 30
Appendix A: Glossary .................................................................................................................................. 31
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1. INTRODUCTION AND OVERVIEW
Coordinated Entry, at its best, allows our community to quickly match people who are homeless to the
best pathway to housing that will meet their needs. It allows us to ensure that decisions and referrals
will uphold our commitment to racial equity and to serving our most vulnerable county residents. We
aspire to making Coordinated Entry all about access that is open, clear, and useful.
Alameda County’s Coordinated Entry uses the following workflow for participants to move from
engagement to housing, which is reflected in the policies that follow.
Figure 1: Alameda County Coordinated Entry Work Flow
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1.1 Purpose of Coordinated Entry
Alameda County defines Coordinated Entry as the approach to coordinate and manage the
Homelessness Response System’s resources to enable providers to make equity-consistent
decisions to best connect people experiencing homelessness to interventions to end their
homelessness based on available information and resources.
The Coordinated Entry process serves to ensure that all persons experiencing homelessness
have fair and equitable access to the same set of resources and services regardless of where
they present for assistance, and that resources for households with greater service and housing
needs are targeted to those who need them most.
The Coordinated Entry system refers to the whole of the public and non-profit agencies and
programs that participate in Coordinated Entry in any of the ways defined in and governed by
these policies.
1.2 Coordinated Entry Policy Requirements
The U.S. Department of Housing and Urban Development (HUD) requires Continuums of Care
(CoCs) to develop and maintain policies and procedures covering a wide variety of Coordinated
Entry (CE) practices including, but not limited to, geographic coverage and access including for
specific populations; the assessment, prioritization and referral process and criteria/factors used
to prioritize; privacy protections, appeals, marketing, outreach, prevention, and evaluation. This
Coordinated Entry Policy document, along with procedures established for specific areas of
Coordinated Entry and memorialized in other policy documents referenced herein (such as the
HMIS Privacy and Security Policies, Housing Problem Solving Policy, Coordinated Entry Grievance
Policy and others) constitute the required Policies and Procedures for Coordinated Entry.
1.3 Scope of Coordinated Entry
Coordinated Entry is a required process for all communities that receive funding from the U.S.
Department of Housing and Urban Development.
1.3.1 Programs Required to Participate
Programs and projects that receive funding from the HUD CoC and ESG programs, from the
State Homekey programs, and from County of Alameda homelessness-specific funding
(including but not limited to general fund, HHAP, MHSA, CDBG and EHV and some programs
funded by HOPWA targeted for people experiencing homelessness and living with HIV/AIDS)
including shelters and dedicated homeless housing units or resources, must use the HMIS
system and participate in Coordinated Entry.
Programs funded by other sources may be required to participate as part of an agreed to
funding structure, such as having received additional points or priority in a competitive
bidding process such as a Request for Proposals (RFP) based on a commitment to participate
in Coordinated Entry.
Required participation may look different depending on the design of the program and
whether access to it depends on prior enrollment in another Coordinated Entry program.
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For example, a CoC-funded Rapid Rehousing program serving specific target populations and
people staying in specific shelters does not have to be filled using the Coordinated Entry
Housing Queue, if the initial match to shelter was a result of use of the Coordinated Entry
Crisis Queue, and if the program maintains clear, standard, and objective criteria for
subsequent enrollment.
1.3.2 Programs Encouraged to Participate
In order to make available the widest possible array or resources to people experiencing
homelessness, other programs such as shelters and housing that do not receive any of the
above funding are strongly encouraged to participate. Efforts to engage such programs will
be made regularly, and non-participating programs are invited to share their rationale or
concerns for not participating to allow them to be addressed, if possible.
1.3.3 Participation by Victim Services Providers
The Federal government prohibits Victim Services Providers, programs that specifically serve
survivors of domestic and/or gender-based violence from entering client data into HMIS.
Such programs in Alameda County that participate in Coordinated Entry will use a
comparable database and will participate in Coordinated Entry through dedicated Access
Points, utilizing separate and non-shared data collection and the use of unique identifiers
that protect participant privacy while allowing survivors enrolled in domestic violence
and/or gender-based violence(GBV) programs access to the resources managed by
Coordinated Entry.
1.4 Guiding Principles
The following guiding principles reflect key values and features of the current Coordinated Entry
design and a commitment to implement and evaluate the system in alignment with these
principles.
1. Coordinated Entry will embody in all steps of the process a commitment and
practice of direct communication and transparency with participants about the
process, limitations on resources, and the likely /timing of any Coordinated Entry
specific assistance.
2. The Coordinated Entry system will operate similarly in each place the services are
offered so that participants have equitable access to support and resources
regardless of where they seek assistance or their circumstances.
3. Historic and current racial inequities will be considered in the design,
implementation, and evaluation of the Coordinated Entry process and system, and
accountability for reducing disparities and increasing equity within the
Homelessness Response System will be part of the required results.
4. The Coordinated Entry process will be trauma-informed and personal information
will be collected from participants only as needed and when relevant to a
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determination or decision needed to help meet the participant’s self-reported
needs. Efforts will be made to ensure that participants do not need to repeat
information.
5. The Coordinated Entry system and the programs to which it refers will be low
barrier and operate consistent with the core practices of harm reduction and
Housing First.
6. Participants are experts in their own lives and will make choices about what is right
for them. Such choices may be constrained by the availability of resources but will
not prevent the participant from being served.
7. The reality of limited resources means that participants may not receive the most
desirable or appropriate resources for their needs. All participants will retain the
ability to engage continuously with the system and seek and receive support for a
self-directed resolution.
8. Training, monitoring, and evaluation will be consistent with the above principles.
1.5 Governance
1.5.1 Required Roles
The Coordinated Entry system and process require ongoing day-to-day management as well
as community participation in design, implementation, evaluation, and improvement of the
process. HUD requires that the entity charged with management of operations and the
entity charged with oversight be distinct and that both be appointed by the HUD recognized
Continuum of Care (CoC).
1.5.1.1 Policy Oversight Entity
The CoC serves as the Policy Oversight Entity which reviews policy and establishes
participation expectations, and data collection, quality and sharing protocols. The
CoC has designated primary responsibility for this function to the Outreach, Access,
Coordination Committee.
1.5.1.2 Management Entity
Alameda County Health’s Housing and Homelessness Services (H&H) is the
Management Entity designated by the CoC to implement day-to-day workflow of
the Coordinated Entry process. Management Entity responsibilities include
establishing day-to-day management structures, promoting standardized screening
and assessment processes, developing and delivering training, and conducting
monitoring.
Further information about the Governance and roles and responsibilities of the Policy Oversight
and Management Entity can be found in HUD’s Coordinated Entry Management and Data Guide
and in the Memorandum of Understanding between the CoC and Housing and Homelessness
Services (H&H).
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1.6 Use of HMIS
The County-wide Homeless Management Information System (HMIS) is the data system that is
used for all Coordinated Entry activities including Housing Problem Solving, enrollment,
assessment, prioritization, queue management, posting openings in shelter programs, and
matching/referral to interim housing openings. The Management Entity maintains a separate
database for tracking and matching to permanent housing openings.
1.6.1 HMIS Training and licensing
All Access Point staff, except those operating an Access Point for survivors of Gender-based
Violence, and all receiving entities for referrals must be trained and licensed to use the HMIS
system and follow all requirements in the HMIS policies. Access Points for survivors of
Gender-Based Violence are trained and licensed to use a comparable database that meets
the requirements of the Violence Against Women Act (VAWA).
1.6.2 Privacy and Security
All Access Points will follow HMIS protocols for obtaining participant consent to share and
store participant information for purposes of assessing and referring participants through
the Coordinated Entry process. This includes all rules regarding the capture, transmission,
and storage of Personally Identifying Information. The rules regarding privacy and security
apply to participant information whether it is digital or not, and apply to any staff and
Access Points participating in Coordinated Entry that do not enter information into HMIS.
1.6.3 Comparable Database
Victim Service Providers (VSP) are prohibited from entering data into HMIS. Any VSP that
operates a Coordinated Entry Access Point must use a comparable database in order to
participate in Coordinated Entry . A comparable database is a relational database that meets
all HMIS Data Standards and does so in a method that protects the safety and privacy of
survivors.
All data held in a comparable database environment is owned by the VSP agency and the
program participant it concerns. Comparable database implementation may not allow client
information to be shared across multiple providers. Every VSP that serves as an Access
Point will have their own instance of the comparable database.
1.6.4 Right to Abstain from Disclosing or Sharing Information
Coordinated Entry participants may freely abstain from disclosing and sharing information
without fear of denial of services resulting from the refusal. However, participants may be
unable to qualify for consideration for specific programs or services that require disclosure
of specific information for purposes of establishing or documenting program eligibility.
1.7 Non-discrimination and Affirmative Marketing
1.7.1 Applicable Civil Rights and Fair Housing Law
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All programs that receive referrals from Coordinated Entry are permitted and expected to
comply with all applicable State and Federal civil rights and fair housing laws and
requirements, including, but not limited to:
• Fair Housing Act prohibits discriminatory housing practices based on race,
color, religion, sex, national origin, disability, or familial status;
• Section 504 of the Rehabilitation Act prohibits discrimination on the basis of
disability under any program or activity receiving Federal financial assistance;
• Title VI of the Civil Rights Act prohibits discrimination on the basis of race, color or
national origin under any program or activity receiving Federal financial assistance;
and
• Title II of the Americans with Disabilities Act prohibits public entities, which includes
state and local governments, and special purpose districts, from discriminating
against individuals with disabilities in all their services, programs, and activities,
which include housing, and housing-related services such as housing search and
referral assistance. Title III of the Americans with Disabilities Act prohibits private
entities that own, lease, and operate places of public accommodation, which include
shelters, social service establishments, and other public accommodations providing
housing, from discriminating on the basis of disability.
• HUD’s Equal Access Rule at 24 CFR 5.105(a)(2) prohibits discriminatory eligibility
determinations in HUD-assisted or HUD-insured housing programs based on actual or
perceived sexual orientation, gender identity, or marital status, including any projects
funded by the CoC Program, ESG Program, and HOPWA Program. The CoC Program
interim rule also contains a fair housing provision at 24 CFR 578.93. For ESG, see 24
CFR 576.407(a) and (b), and for HOPWA, see 24 CFR 574.603.
1.7.2 Affirmative Marketing
Housing providers participating in Coordinated Entry must affirmatively market their
housing and supportive services to eligible persons regardless of race, color, national
origin, religion, sex, age, familial status, or disability who are least likely to apply in the
absence of special outreach and maintain records of those marketing activities. Housing
assisted with CoC funds must also be made available to individuals and families without
regard to actual or perceived sexual orientation, gender identity, or marital status in
accordance with 24 CFR 5.105 (a)(2).
2. ACCESS
2.1 Full Coverage
Alameda County’s Coordinated Entry approach provides full coverage of the entire geography of
the County, which is the same as the Continuum of Care boundaries, through a variety of
methods which include physical Open Access Points known as Housing Resource Centers (HRCs)
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distributed across the county and with phone line access. Street Health teams and Mobile
Access Points also cover all regions of the County.
2.2 Access Points
Access Points are the virtual or physical places or programs where an individual or family
experiencing homelessness or at imminent risk of homelessness seeks and receives assistance to
connect to resources from the Homelessness Response System that are available through
Coordinated Entry. An Access Point may be Open or Limited.
2.2.1 Open Access Points
An Open Access Point provides all of the services associated with Coordinated Entry to any
eligible person in its target population group(s) regardless of whether they receive any other
services from the Access Point provider.
2.2.2 Housing Resource Centers (HRC)
Housing Resource Centers are Open Access Points at physical sites located across the County
offering in-person and virtual services. Housing Resource Centers must offer the full range
of Coordinated Entry activities including outreach, triage, Housing Problem Solving,
assessment and matching to regional resources. HRCs may be targeted to specific
populations and geography but must be open to all eligible persons.
2.2.3 24/7 Call Center
Alameda County Coordinated Entry will also utilize a 24/7 Call Center to connect potential
participants with HRCs and/or outreach teams and to refer to other resources including
prevention and crisis resources. The Call Center will act as an Open Access Point conducting
initial screening (Triage), provide referrals to other resources outside of the CE system and
carry out warm transfers to HRCs during business hours. Outside of business hours the Call
Center will refer to crisis resources and provide households seeking Coordinated Entry
services with information about where to access these services and/or when to expect to
hear from an HRC.
2.2.4 Limited Access Points
Limited Access Points provide Coordinated Entry services to eligible participants with whom
they have an existing service relationship or who must meet additional criteria in order to
receive services. Examples of Limited Access Points may include mental health clinics,
schools, hospitals, or other settings and certain outreach teams. Limited Access Points must
be trained, provide the entire range of Coordinated Entry services, and must use HMIS
(unless provider is a Victim Service Provider). Limited Access Points that do not receive
funding from a Coordinated Entry -dedicated source will sign a letter of agreement with the
Management Entity.
2.2.5 Access through Outreach Teams
Trained and designated outreach teams may serve as either Open or Limited Access Points.
Such teams include the County’s Street Health teams and some other outreach and peer
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navigation teams, which serves as a Limited Access Point serving designated encampments
and outdoor locations by region and provides Coordinated Entry services to eligible and
enrolled clients.
An outreach team that does not provide the full range of Coordinated Entry activities may
refer a participant to an HRC or another outreach team that is able to provide full
Coordinated Entry services but must ensure that such connections are easily made and do
not delay or deny service to any eligible participant. Examples of such a link may be an
outreach team that performs all functions of Coordinated Entry including Housing Problem
Solving but refers to an HRC for flexible financial assistance to support an identified
problem-solving resolution.
2.3 Access Points for Designated Subpopulations
In order to ensure that access is both convenient, comfortable and appropriate to the range
of potential persons and households needing assistance in Alameda County, certain
subpopulations of people experiencing homelessness may choose to access the Coordinated
Entry system through designated Access Point providers with specialty services designed for
this population.
2.3.1 Access for populations by household type
Alameda County has established designated Access Points for families with children and for
transition-aged youth (TAY.) These Access Points specialize in services to these household
types and may make connections to other services as well as those included in the
Coordinated Entry system. Population-based Access Points are open to all households that
meet the definition for the type of household they serve, and will refer households that do
not meet their population definition to an Open Access Point.
2.3.2 Access Points for Survivors of Gender-Based Violence
Alameda County has established Access Points for survivors of gender-based violence
hereafter GBV Access Points). GBV Access Point are operated by Victims Services Providers
and follow modified workflows from those of other access Points, as described below. GBV
Access Points focus on safety and security, protect the identity of their participants and may
assist them to access an array of other services and supports that are outside of the
Coordinated Entry system. GBV Access Points will refer households that do not meet their
population definition to an Open Access Point.
2.3.3 Participant Choice
Members of subpopulations are not required to use a designated Access Point and may seek
and receive services at any Open Access Point.
2.4 Weekend and Evening Access
2.4.1 Access to Emergency Resources
To ensure that persons experiencing a housing crisis or homelessness can be served during
times that HRCs are not open and/or street outreach teams are not operating, the CoC has
designated the 2-1-1 line to serve as 24/7 Call Center. The call center will have information
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about resources such as shelter beds that may be open and accepting referrals over a
weekend or in the evenings.
2.4.2 Access to Coordinated Entry process
The 2-1-1 call center provides a portion of the Coordinated Entry workflow and can conduct
Triage, make referrals to crisis resources, and refer to HRCs for additional services and to
conduct assessments. HRCs must make an effort to respond to such a referral within 24
hours if during the work week, or up to 72 hours over a weekend or holiday period. CE
Assessments are not required for short-term referrals to crisis resources during times that
HRCs and street outreach teams are not operating.
2.5 Non-discrimination and accessibility
2.5.1 Non-discrimination
The Coordinated Entry system including all Access Points and other participating programs
may not discriminate against any populations or subpopulations in Alameda County in the
Coordinated Entry process. This includes people experiencing chronic homelessness,
veterans, adults with children, transitional aged youth (ages 18-24), and survivors of
domestic violence, regardless of the location or method by which they access the crisis
response system.
2.5.2 Language Access
The Management Entity and Access Points must take steps to ensure equal Access for
speakers of multiple languages. At a minimum this means that telephone interpretation in
the County’s threshold languages will be available via a County-sponsored interpretation
line. The Management Entity will also arrange for translation of public facing documents
that are key to the CE process. Access Points are encouraged to hire staff who speak
languages other than English, and which are widely spoken within the population and/or
geography of the Access Point.
2.5.3 Physical Accessibility
When selecting HRC’s the County will contract with agencies proposing locations that are
physically accessible or are able to make modifications such as adding ramps or elevators for
persons who require them. The County will also consider the availability of public
transportation and the proximity of Access Points to other frequently used resources such
as local emergency shelters, drop-in centers, free food resources, and other crisis response
service locations. Services can also be accessed over the phone and/or virtually.
2.5.4. Third-party representation
Some participants may be legally represented or may elect to have another person, such as
a family member or a service provider, represent them for portions or for all of the
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Coordinated Entry process. Access Points may work with a representative acting on a
participant’s or potential participant’s behalf only when:
1. The person is a legally-appointed representative for a potentially eligible participant,
such as a court-appointed guardian or someone with a signed Power of Attorney
and has provided copies of the relevant documents.
2. The participant or potential participant has signed a document at the Access Point
giving the designated person the authority to speak and/or take actions on their
behalf as it relates to specific listed steps in the Coordinated Entry process, such as
the crisis or housing assessment.
3. The participant or potential participant is present and states that the designated
individual may speak for them.
3. ASSESSMENT AND PRIORITIZATION
3.1 Overview of Assessment and Prioritization
The Coordinated Entry process uses specific Assessments to obtain information about both the
immediate and long-term needs of persons and households seeking services. Portions of these
assessments are weighted and assigned points leading to a score which is used, along with
eligibility information, for placing participants on queues for referral to crisis and/or permanent
housing resources.
Because of the lack of sufficient resources, prioritization in the Alameda County system is based
on a range of factors to determine who among the population experiencing homelessness has
the greatest number or level of critical needs and/or lesser likelihood of being able to become
rehoused without assistance. Factors that are considered include age and size of household,
current and past housing situations, length of time homeless, disabilities and health conditions,
barriers to rehousing such as past housing loss and criminal legal interactions, and risk of or
vulnerability to exploitation and violence. Factors used for crisis prioritization are a subset of
those used for housing prioritization. (See below for more information.)
3.2 Overview of Assessment and Prioritization Workflow
The workflow for the phased assessment approach is intended to only collect the information
that is needed at each step and to avoid misleading expectations of certain types of assistance.
Victim Services Providers operating Access Points for survivors of gender-based violence follow a
slightly different workflow which is summarized at the end of this section and described in
greater detail in “Coordinated Entry Workflow for Gender-Based Violence Access Points.”
3.2.1 Steps in Workflow
The Assessment and Prioritization workflow has seven steps. These steps include:
1. Engagement and Triage
2. Client Profile
3. Conduct Housing Problem Solving
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4. Assessment pre-questions
5. Enrollment in Coordinated Entry
6. Crisis Assessment
7. Housing Assessment
Figure 2: Steps in the Coordinated Entry Process and corresponding HMIS workflow
3.2.2 Timeframes
While the seven steps of the Assessment and Prioritization process must occur in the order
listed above, not all steps must occur at the same time and many people will not need to
complete all seven steps. Access Point staff will determine with a participant whether there
is time and interest in proceeding through the steps in one interaction or whether to
schedule additional time to complete a step or move on to another step in the process.
3.2.3 Requirement to Follow Workflow
All Access Points must follow the order of the Workflow for the smooth and fair functioning
of the Coordinated Entry process. Skipping steps in the workflow may result in some
households getting access to resources ahead of others who are eligible and prioritized. It
may also result in Housing Problem Solving resolutions that could meet a participant’s needs
being overlooked or lost.
Access Points or specific Access Point staff which repeatedly fail to follow the workflow may
lose their ability to conduct assessments or their access to the Coordinated Entry agency in
HMIS.
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3.3 Engagement and Triage
Engagement and Triage is the first step in the Coordinated Entry process. This step consists
of connecting with a potential participant and using a set of initial questions and steps to
determine that the person presenting qualifies for and needs the services of Coordinated
Entry. This step also screens for any emergency response needs. It includes three topics
areas: urgent needs, safety planning, and eligibility.
3.3.1 Urgent needs
Prior to any other services, an Access Point will assess whether the participant is expressing
or displaying any urgent needs such as a health or mental health emergency. In such
situations Access Point staff will call crisis services or 911.
3.3.2 Safety Needs and Safety Planning
Questions designed to determine if someone may be a fleeing or attempting to flee
domestic violence or human trafficking or is a survivor of the same. Anyone who at this
point is identified as a survivor should be offered DV resources including support participant
to creatively think though their situation and the options they have. If the person who is a
survivor declines these resources, and continues to the next step in the workflow, a Housing
Problem Solving conversation, safety considerations and any safety planning should be
addressed in the resolution plan.
3.3.3 Housing Status Determination
Participants will be eligible for the services and potential resources of Coordinated Entry if
they are currently experiencing homelessness. Questions to determine whether the
participant meets the definition of “literal homelessness” will be asked prior to proceeding
with the rest of the workflow
3.3.3.1 If the above steps result in a participant being eligible for and in need of
Coordinated Entry services, the Access Point will proceed to create or update
a Client Profile in HMIS
3.3.3.2 If the household is not eligible for Coordinated Entry services and could
benefit from homelessness prevention, the Access Point will refer to the 2-1-
1 line to determine where prevention resources are currently available or
may refer the household directly to a homelessness prevention program.
3.3.3.3 When prevention resources are available in HRCs and Access Points they are
prioritized for people who are at imminent risk of homelessness and/or have
previous homelessness, especially those who are completing a rapid re-
housing program and remain at high risk for returning to homelessness.
3.4 Housing Problem Solving
3.4.1 Definition of Housing Problem Solving
Housing Problem Solving is both a practice and a system intervention designed to assist a
participant who is experiencing homelessness or at imminent risk of homelessness to
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identify options to resolve their housing crisis without the need for ongoing support from
the homelessness response system.
Housing Problem Solving may be offered in a number of settings and is a required step in
the Coordinated Entry process. It should precede any crisis or housing assessments, in order
to determine whether an appropriate housing resolution can be secured quickly, making the
rest of coordinated entry services unnecessary.
3.4.2 Key components of Housing Problem Solving
Housing Problem Solving consists of three key components: an effective HPS conversation, a
Housing Resolution Plan if a resolution is identified, and connections to other services and
supports which may include:
1. Referrals to other programs and resources
2. Conflict resolution and mediation support
3. Housing search and housing location assistance
4. Flexible funds to help secure a temporary or permanent housing resolution
3.4.3 Continuous Availability of Housing Problem Solving
All Coordinated Entry participants will be offered Housing Problem Solving prior to any
Assessment. Housing Problem Solving is also continuously available to anyone who qualifies
for services from the Coordinated Entry System. Based on available inventory and whether
a household is added to one or more queues, Housing Problem Solving may be the primary
service that a person or household is offered.
3.4.4 Housing Problem Solving Policies
Access Points and other programs that offer Housing Problem Solving services as part of the
Coordinated Entry process must be trained and must follow the Housing Problem Solving
Policies adopted by the CoC. More information about Housing Problem Solving, how it is
delivered and what type of resolutions are explored can be found within these policies.
3.5 Assessment Pre-Questions
Consistent with the principle that participants should not be asked unnecessary questions or
misled as to the likelihood of receiving assistance, pre-questions are used to know if the next
steps (enrollment and assessment) are necessary due to the participant’s desired services and
their likelihood to be prioritized for a Coordinated Entry resource. These questions will be
different depending on the subpopulation to which the participant belongs and the assistance
they are seeking, given that anticipated available resources vary by subpopulation.
Pre-questions may change from time to time based on eligibility and prioritization criteria for
resources and changes in resource inventory.
Access Points will be furnished with the pre-questions and notified if the questions change.
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3.6 Coordinated Entry Enrollment
All Coordinated Entry participants that proceed from Housing Problem Solving to an Assessment
must first be enrolled in the Coordinated Entry program in HMIS. An enrollment in the
Coordinated Entry program allows the CoC to report as required on the operations and
outcomes of Coordinated Entry.
3.6.1 Current Living Situation
Current Living Situation is a single-question assessment required by HUD that is part of the HMIS
system. Upon enrollment in the Coordinated Entry program, regardless of the agency
completing the enrollment, this assessment must be conducted.
In general, this assessment should be updated at every encounter as current living situation may
change frequently. However, for programs that may see participants daily, such as street
outreach and drop-in programs, a current living situation assessment must be done not less
frequently than once per calendar month and at any time that a staff person becomes aware
that a participant’s living situation has changed.
3.6.2 Disenrollment
Participants who are disenrolled from Coordinated Entry may be reenrolled at any time but
must go through the prior steps on the workflow to determine that they remain in need of and
eligible for Coordinated Entry services. Disenrollment from Coordinated Entry is a separate step
from removal from a queue which is covered below in section 4.6.
3.7 Crisis Assessment
3.7.1 Purpose of Crisis Assessment
The purpose of the Crisis Assessment is to ascertain the household’s interest in emergency
shelter, transitional housing, or safe parking and to determine the household’s relative
priority for the limited crisis resources which are currently or anticipated to become
available. Relative priority is established using a set of assessment questions that are
assigned points based on certain factors listed below.
3.7.2 Brevity
The Crisis Assessment will be brief and rely primarily on information that can be quickly
determined and is of a minimally personal nature.
3.7.3 Crisis Assessment Prioritization Factors
The Crisis Assessment incorporates information from the participant profile and the
Coordinated Entry enrollment, as well as additional questions for determining relative
priority.
Questions associated with the following factors are used to establish a Crisis Assessment
score.
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• Prior Living Situation and length of time homeless–longer durations and multiple
episodes of homelessness, including chronic homelessness, are assigned more points.
• Household Information – larger households, households with younger children, and
heads of household under age 25 or over 55 are assigned more points than other
households.
• Combined household income –households with little or no income are assigned more
points than higher income households.
• Health – households in which one or more members of the household has a disability
(including HIV/AIDS) or health condition are assigned more points than other
households.
3.7.4 Conducting the Assessment
Access Points will ensure that the time and privacy needed to conduct a Crisis Assessment
are available and that the participant is comfortable proceeding before beginning a Crisis
Assessment. Access Point staff should explain the process and purpose and the potential
outcomes before beginning, though the questions in the assessment should be asked as
written.
3.7.5 Active Timeframe for a Crisis Assessment
A Crisis Assessment is considered valid and active for 90 days, if nothing in the participant’s
situation changes. After such time, or if the participant has had a change in circumstances
or housing status, the Assessment should be updated.
3.7.6 Messaging after Crisis Assessment
After completing a Crisis Assessment, an Access Point worker can immediately see the
participant’s score in HMIS. The Access Point worker will refer to the relevant Crisis
Assessment Threshold Score for the population group of the participant, if any, in use at the
time and will inform the household whether they are being added to the Crisis Queue and
what they can anticipate as next steps. The Access Point worker should utilize guidance
regarding scores most likely to get matched to a crisis resource to discuss the likelihood and
likely wait time for the desired resource. Guidance will be included in trainings and made
available to Access Points.
3.8 Housing Assessment
3.8.1 Purpose of Housing Assessment
The purpose of the Housing Assessment is to ascertain the participant household’s interest
in and eligibility for time-limited housing subsidies (such as Rapid Rehousing) or
permanently subsidized housing and the participant’s relative priority for the limited
permanent housing that is currently or anticipated to become available through
Coordinated Entry. Relative priority is established using a set of assessment questions that
are assigned points based on factors listed below.
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3.8.2 Scope of Housing Assessment
The Housing Assessment is a more in-depth assessment than the Crisis Assessment. It
contains additional questions and questions that are considered to be more personal or
sensitive in nature. For this reason, and to avoid creating expectations that are misleading
regarding the likelihood of receiving a housing referral, Access Points will seek to minimize
the number of persons assessed with the Housing Assessment who, based on the pre-
questions, are unlikely to achieve the Threshold Score.
3.8.3 Housing Assessment Prioritization Factors
The Housing Assessment incorporates factors from the participant profile and the
Coordinated Entry enrollment, the Crisis Assessment questions, if completed, as well as
some additional questions.
Questions associated with these factors are used to establish a score.
• All Crisis Assessment questions including household size and ages, length of time
homeless, disabilities (including HIV/AIDS) and health conditions (see 3.7.3 above
for more information.)
• Additional questions about health conditions and wellbeing – persons with higher
use of health services and greater health and behavioral health care needs are
assigned more points.
• Questions regarding housing history and housing barriers – persons with higher
barriers to regaining housing on their own, including those with past housing loss
and with criminal legal histories which may impact their ability to obtain housing are
assigned more points.
• Questions regarding exposure to violence and risk of violence – persons who have
experienced or are experiencing violence, exploitation, or other threats to personal
safety are assigned more points.
3.8.4 Conducting the Housing Assessment
Access Points will ensure that the time and privacy needed to conduct a Housing
Assessment are available and that the participant is comfortable proceeding before
beginning a Housing Assessment. Access Point staff should explain the process and purpose
and the potential outcomes before beginning, though the questions in the assessment
should be asked as written.
If the participant has previously completed the Crisis Assessment the Access Point staff will
review the recorded responses to these questions as part of the Housing Assessment.
3.8.5 Active Time Frame of Housing Assessment
A Housing Assessment is considered valid and active for 180 days as long as nothing has
changed. After such time, or if the participant has had a change in circumstances or housing
status, the Housing Assessment should be updated.
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3.8.6 Messaging after Housing Assessment
After completing a Housing Assessment, an Access Point worker can immediately see the
participant’s score. The Access Point worker will refer to the Housing Assessment Threshold
Score for all household types and subpopulations that the household is included in and will
inform the household whether they are being added to the Housing Queue, what they can
anticipate and what they should do as a next step, such as gathering identifying documents
and staying in touch.
If the participant is not being added to the Housing Queue the Access Point worker should
make clear that it is not likely there will be a long-term housing resource available through
Coordinated Entry for the participant and that they may continue to engage with Housing
Problem Solving to seek a resolution. They should also share information about other
resources that may be available to them, such as getting on affordable housing waitlists,
funds for move in costs and potential flexible funding. The participant may remain on the
Crisis Queue if they have completed the Crisis Assessment.
3.9 Workflow for Access Points for Survivors of Gender Based Violence
GBV Access Points follow a modified version of the above workflow. Differences in this
workflow include:
• GBV Access Points conduct in depth safety and security procedures consistent with their
practice as Victim Service Providers and do not need to follow the same Triage and
Engagement protocols described above.
• GBV Access Points do not conduct the Crisis Assessment or add participants to the Crisis
Queue. GBV Access Points have access to a range of other emergency services and
shelter that does not go through Coordinated Entry, and GBV Access Points work with
their participants to access appropriate resources to meet their crisis needs.
GBV Access Points are responsible for carrying out all other steps described in the workflow
above. These steps include creating a client profile, completing the Housing Status Assessment,
conducting Housing Problem Solving and enrolling the participant in the HPS program,
Conducting the Housing Assessment and creating Coordinated Entry enrollment. However,
none of this information is entered into HMIS. All information is entered and kept in
comparable databases. In the comparable database, survivor information is entered using a
non-identifying code in lieu of the person’s name.
More information about this process is described in the guidance document “Coordinated Entry
Workflow for Gender-Based Violence Access Points.”
4. QUEUES AND QUEUE MANAGEMENT
4.1 Overview of Queues
Queues are ordered lists of eligible and prioritized households used to match and refer to a
specific set of corresponding resources available through the Coordinated Entry process. Queues
are established and maintained in the HMIS system.
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4.2 Crisis Queue
The Crisis Queue is a list of households that have indicated an interest in crisis resources
including shelter, transitional housing, and safe parking, and that have been assessed using
the Crisis Assessment and prioritized for such resources. The Crisis Queue contains key
information about the household that is used to match clients to available crisis resources.
4.3 Housing Queue
The Housing Queue is a list of households that have indicated an interest in one or more
types of housing resources and been assessed and prioritized for such resources. The
Housing Queue contains key information about the household that is used to establish an
order and to match clients to available and anticipated housing resources.
4.4 Threshold Scores
A Threshold Score refers to the score on an assessment that qualifies a participant household to
be added to the corresponding queue and to be considered prioritized for one or more of the
resources available to persons on that queue.
4.4.1 Establishing threshold scores
A threshold score is established by the Management Entity reviewing the current and
anticipated inventory over a specified period of time, the anticipated number of qualifying
households and estimates of how many referrals may be necessary to fill openings in a
timely fashion while not adding participants to queues who are extremely unlikely to receive
a referral.
4.4.2 Threshold variation by subpopulation
Because resources for certain subpopulations are more plentiful relative to the population
group, such as families with children, Veterans and people living with HIV/AIDS, survivors of
gender-based violence, threshold scores may be different or there may be no threshold
score required for certain household types. Information about how to apply thresholds
scores will be made available to Access Points through frequent communication and training
and will be updated as needed to reflect changes in inventory.
4.4.3 Adjusting threshold scores
Because thresholds scores are established based on available and anticipated inventory and
on the number of referrals that are typically needed to fill an opening, the Management
Entity can and should adjust thresholds when:
1. A significant increase in inventory occurs or is anticipated that could result in
resources being unused or underused if more households are not prioritized for
those resources.
2. A significant decrease in inventory occurs that could result in many more
households being prioritized than can be anticipated to be served.
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3. A significant change in the number of people scoring above the threshold score that
could result in the number of people available to match being significantly more or
fewer than those needed to fill openings in a timely fashion (see 5.4.1).
4. The ratio at which referrals result in enrollments changes such that more or fewer
households should be prioritized in order to fill openings in a timely fashion.
4.4.4 Frequency of adjusting threshold scores
The Management Entity will review all threshold scores for confirmation or adjustment not
less than annually, and more frequently if warranted by one or more of the four conditions
described above. However, very frequent changes in thresholds are not desirable as this
may cause confusion and could result in persons with similar needs getting unequal access
to resources.
4.5 Responsibility for Queue Management
4.5.1 Authorized Access Point staff have the ability to add participants to queues. Access
Points may only add someone to a queue who has expressed interest in that queue,
completed the corresponding assessment fully and received a score which meets or
exceeds the threshold required to be placed on that queue.
4.5.2 Access Points may view in HMIS whether a participant on the queue has been
assessed and whether they received the Threshold Score. Access Points are expected
to review the queues frequently to ensure that they are not adding participants to
queues prematurely or inappropriately.
4.5.3 Access Points or specific Access Point staff who repeatedly add participants to
queues that do not qualify to be on that queue may lose their ability to conduct
assessments.
4.6 Removal from a Queue
4.6.1 Removal from the Crisis Queue
A participant that has received and accepted a referral to a long-term stay shelter,
transitional housing program, or safe parking site should be removed from the Crisis Queue.
Participants who indicate they are no longer interested in a crisis resource should be
removed from the Crisis Queue. Participants in a night-to-night shelter or in a respite care
shelter bed can be placed on the Crisis Queue if not already on it and may remain on the
queue if on it already.
Participants who are removed from the Crisis Queue may and should remain on the Housing
Queue unless referred to a program that includes a connected and guaranteed housing
resources (such as a TH to RRH program).
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4.6.2 Removal from the Housing Queue
A participant should be removed from the Housing Queue when they have been approved
for a permanent housing resource or if they are connected to and enrolled in a mainstream
housing resource such as a Housing Choice Voucher, even if they are still engaged in housing
search. Participants with a housing referral may remain on the Crisis Queue until they move
into housing if they continue to want crisis housing.
4.6.3 Removal from All Queues
A participant should be exited from the Coordinated Entry program in HMIS and removed
from all queues, if not already done, when they move into any type of permanent housing
including on their own without assistance, if they leave the county without the intention to
return within 90 days, are in institutional care for longer than 90 days, if they are deceased,
or are no longer interested in being considered for any resource within Coordinated Entry.
Participants who do not have a qualifying activity documented within Coordinated Entry for
a period of 180 days will automatically be exited from Coordinated Entry and
administratively removed from all queues, as anyone active on a queue should have an
active Coordinated Entry program enrollment.
4.6.4 Re-referral to Queue
If a participant is automatically or manually removed from either queue they may be
reinstated through an updating of the corresponding assessment. The queue entry,
however, will be updated with any new information, any change in score and will include
the date of the re-referral to the queue.
4.7 Queue Management for Gender Based Violence Access Points
GBV Access Points follow the above methods for adding assessed participants to a queue.
However, the queue is kept on their comparable database. Periodic extracts from the
Comparable Database queue are transferred to the Alameda County Management Entity
without identifying information. These coded extracts are merged with the appropriate queue
to allow for matching and referral without disclosing survivors’ identities.
5. MATCHING
5.1 Overview of Matching
Matching and Referral are the steps used by Coordinated Entry to identify open and available
resources for participant households on the Crisis or Housing Queues that fit their eligibility and
expressed preferences.
5.1.1 Regional Matching
Regional matching is the process of matching participant households to available or
anticipated resources based on the region in which they have sought services. Regional
matching is used for Crisis resources and for most Rapid Rehousing and is conducted by
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Housing Resource Centers. Some Rapid Rehousing programs may be matched to by Alameda
County Health’s Housing and Homelessness(H&H) staff.
5.1.2 County-wide Matching
County-wide matching is the process of matching participant households to available or
anticipated resources anywhere in the County based on their eligibility and preferences.
County-wide matching is primarily used for non-time limited permanent housing resources
such as Permanent Supportive Housing and Dedicated Affordable Housing and is conducted
by the Management Entity.
5.2 Matching for Crisis Resources
Participants seeking crisis resources consisting of Emergency Shelter, Transitional Housing and
Safe Parking are matched from the Crisis Queue by Housing Resource Centers. Housing Resource
Centers generally will match participants on the Crisis Queue from their region to programs
within their region. An HRC may match clients from other regions to a crisis resource if there is
not an eligible and interested participant from the region, or if another HRC has communicated
that a client in their region has a critical need for a placement in another region because that
need cannot be met within the region (i.e. safety, proximity to critical care, unusual family size,
or need for specific accessibility).
Households are matched and referred to Crisis resources using the following criteria (in this
order):
1. Meets the eligibility criteria for the program or opening
2. Meets specific project preferences, such as geographic targeting, as stated in MOUs
and/or contracts
3. Score on the Crisis Queue
4. Date of referral to queue
Programs such as TH to RRH programs which combine crisis and housing resources in a single
program may, in consultation with the Management Entity, elect to use the Housing Queue to
fill the TH slots in lieu of the Crisis Queue (see below).
5.2.1 Denial of Shelter Admission
Any household matched to year-round emergency shelter or transitional housing program
through Coordinated Entry can only be denied admission for reasons outlined in the
Emergency Shelter Standards for Year-Round Shelters. In addition, if shelter is denied, the
shelter operator must inform the referring HRC immediately, so that the household may
remain eligible to be matched to another available resource.
5.3 Matching for Rapid Rehousing
Rapid rehousing is matched from the Housing Queue and considers prioritization, participant
interest and the likelihood of a household being able to successfully resolve their homelessness
with a rapid rehousing intervention (i.e., ability to pay rent independently after the temporary
subsidy ends, which is covered by unscored questions in the pre-question phase). Most Rapid
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Rehousing resources are regional and are matched at a regional level by H&H staff or directly by
Housing Resource Center staff who coordinated closely with H&H staff.
Some Rapid Rehousing is connected to other programs such as CoC-funded TH to RRH programs
which begin with a transitional housing stay and then connect households in the TH program to
RRH subsidy and services. In these cases, the RRH portion of the programs do not have to be
filled using the CE Housing Queue, if the prior enrolling program was matched using either the
Housing or Crisis Queue, and if the program maintains clear and objective criteria for enrollment
in the RRH portion if such enrollment is not offered to all participants in the connected program.
5.4 Matching for Permanent Housing
Non-time limited permanent housing resources including Permanent Supportive Housing (PSH)
and Dedicated Affordable Housing (DAH) are matched county-wide by dedicated staff at the
Management Entity. Countywide matching does not mean that a program or an individual may
not have stated geographic preferences.
5.4.1 PSH Pool
The Housing Queue is used for matching to PSH, by focusing on a band of the highest
scoring households on the Housing Queue. This group is considered to be in the PSH Pool.
The size of the PSH Pool is determined by:
1. Estimating the number of PSH vacancies in the upcoming year, including from turnover
and from new projects leasing up, and
2. Determining a threshold score which targets a number of households that is roughly
two times the anticipated PSH vacancies in the next 12 months.
Once a household is in the PSH pool their order or score on the queue becomes one of
several factors for matching or for order of referral. A household in the PSH pool may be
matched to an available resource based on the Matching Factors (5.4.2).
5.4.2 Matching Factors for PSH
Households in the PSH Pool are matched to PSH based on the following factors, in this order:
1. Household meets eligibility criteria for the program or opening
2. Household meets PSH project preferences, as stated in regulatory agreements,
MOUs and/or contracts
3. Household is “document ready”, meaning that at minimum the four core documents
described below (5.5) are uploaded to the Files section of their HMIS profile.
4. Date Added to Housing Queue
5. Participant preferences such as location or housing type
6. Housing Assessment score (used as tiebreaker if needed)
If there is not a household in the PSH Pool that can be connected to the opportunity after all
eligible PSH pool participants have been matched, then households below the threshold
score will get screened for matching in order of their score.
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Households with medical necessity for an ADA unit will be prioritized for these units when
available. Matching will follow the above prioritization criteria with this filter added.
Matching for units with two or more bedrooms will continue to follow the above
prioritization criteria. When sending a referral for the unit, an added layer of prioritization
will be given to the largest eligible household with a completed application from a given
match round.
5.5 Document Readiness
In order to be prioritized for matching to a permanent housing resource, participants must
be “document ready.” This means that the following core documents must be uploaded to
the Files section of the person’s HMIS profile: 1) government issued photo identification
(current), 2) third party verification of homelessness, 3) proof of disability (dated within one
year), 4) verification of a valid Social Security Number (if available). Providers working with
individuals who cannot provide verification of a Social Security Number can contact H&H
staff to waive this document as a part of their “document readiness” evaluation. Social
Security Numbers are not required to participate in Coordinated Entry services, but may
limit the resources for which someone is eligible to apply.
5.5.1 Assistance with Document Readiness
Because document readiness is a factor in the order in which participants are offered access
to housing resources, assistance with getting and storing necessary documents is a critical
aspect of Coordinated Entry services. Access Points’s should determine whether a
participant desires and needs such assistance, and whether they have an existing service
relationship (for example with a shelter or street health case manager) that can assist with
this task. High priority participants without such assistance will be prioritized for Navigation
(see 5.7 below). However, if a participant is not assigned to a Navigator and does not have
another source of this assistance the Housing Resource Center or the Limited Access Point
provider should provide this service.
5.6 Matching to Other Permanent Housing
Other Permanent Housing such as Dedicated Affordable Housing (DAH) will be matched from
the Housing Queue based on a modified version of the PSH matching process, with
consideration to the following factors:
1. Households meets eligibility criteria for the program or opening
2. Household meets project preferences, as stated in MOUs and/or contracts
3. Housing Assessment information
4. Participant preferences such as location or housing type
5.
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5.7 Matching for Navigation services
Navigation services provide persons who are either matched to a housing resource or likely to
be matched to a housing resource by virtue of their placement on the queue with assistance
gathering documents, applying, searching for housing, and moving in. They also provide support
with referrals and service connections for other needs of the participant. When ample resources
are available, Navigation will be offered to any prioritized participant when placed on the
Housing Queue that wants these services and does not have a relationship with a service
provider able to perform the navigation function.
As Navigation resources are not currently adequate to meet the need, Navigation is matched to
and provided in three ways:
1) Based on availability it is offered to participants in the PSH Pool based on time on the
queue
2) If not previously matched to a Navigator, Navigation services may be offered when
referred to a specific housing resource (such as EHV) that has dedicated Navigation
attached to that pathway.
3) Participants may be matched to Navigation via reverse referral if the contracted agency
can demonstrate an existing relationship, eligibility, and capacity to serve, pending ACH
approval.
5.8 Matching for Survivors of Gender-based violence
Survivors of Gender Based Violence who have been assessed and added to a queue by a GBV
Access Point appear on the Management Entity’s database without identifying information.
Matches for Rapid Rehousing and Transitional Housing-to-Rapid Rehousing resources funded
through the Continuum of Care (CoC) and specifically targeted to survivors are made by the
Survivor Services Coordinator (SSC) at H&H. When a survivor is identified for a match, the SSC
uses the information in the de-identified record to reach to the GBV Access Point provider
associated with the participant. GBV Access Points reach out to their participant and inform
them of the opportunity. If the participant is interested in the opportunity the GBV Access Point
confirms to the SSC that the participant is interested.
6. REFERRAL
6.1 Referral
A referral is the formal connection by Coordinated Entry of a participant who has been
matched to a resource to an entity managing the resource, such as a shelter or housing
program.
6.2 Match
Prior to a formal referral being made for any Coordinated Entry resource, one or more
matches may be identified. A match is based on the information in HMIS, if a participant
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meets the criteria for an opening and they have been prioritized highly enough that they are
either going to be referred to an opening directly upon confirmation of interest (such as for
shelter) or they are being asked to submit documents for that program.
A match is the first step toward a referral but does not guarantee that a participant will be
referred, or if referred that they will be accepted to the program. Typically, with housing
programs multiple participants are matched for each opening.
6.3 Matching and Referral for Crisis Resources
When a participant is matched to an open crisis resource, the HRC will attempt to notify the
participant, if reachable, and any service provider that is associated with their Coordinated Entry
enrollment and/or any other service provider contact such as a Navigator, identified case
manager or someone else designated by that participant. Once the participant is reached and
confirms interest a referral may be made.
6.3.1 Number and timing of eligible referrals
Crisis resources are referred to one at a time, with one eligible participant referred to each
opening.
6.3.2 Confirmation of a Referral
Because it is imperative to fill crisis resources quickly and not leave available beds open, a
participant or their representative must respond to the offer of a referral as quickly as
possible and within 1 business day.
6.3.3 Acceptance of the Referral and Arrangements for Move in
If a referral is accepted by the participant, the crisis bed operator (such as a shelter
operator) will notify the Access Point. The crisis bed operator will support the participant to
prepare for occupying the unit or bed as quickly as possible.
6.3.4 Denial of Referral
If an applicant is denied by the program to which they have been referred, they are eligible
to be re-referred to the queue.
6.3.5 Refusal by Participant
In order to allow for participants to exercise choice, a participant may refuse a referral to a
crisis resource up to three times before being removed from the Crisis Queue.
6.4 Matching and Referral to Permanent Housing Resources
When a participant is matched to a potential housing resource the Management Entity notifies
the provider associated with their Coordinated Entry assessment, and/or any other service
provider contact such as a Navigator, identified case manager or someone else designated by
that participant and listed in the contact tab in HMIS. The service provider has five (5) business
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days to respond with a complete application in order to retain the person’s prioritization order;
late applications are accepted as long as additional referrals are needed.
6.4.1 Number of eligible referrals
Depending on the program type and the number of openings, the Management Entity may
provide more than one eligible referral.
When an entire building or portion of a building is first leasing up, Coordinated Entry will
send 1.5 referrals for each opening.
When there is a single opening within an operating site, Coordinated Entry will make one to
two referrals. For a scattered site program in which the applicant will receive a voucher or
certificate for subsidy, Coordinated Entry will typically send only one referral at a time.
Housing operators are expected to process referrals in the order referred by Coordinated
Entry.
6.4.2 Confirmation of a Housing Referral
The housing operator must confirm receipt of a referral to H&H. If the applicant appears
eligible, the housing operator must contact the applicant and/or their service provider
within 10 business days to arrange for any further steps such as an application review or
interview. Initial acceptance of the referral may be one step in the process and does not
mean that the person has been confirmed as eligible by the housing provider or will be
approved for the housing opportunity.
6.4.3 Acceptance of the Referral and Arrangements for Move in
If a referral is accepted the housing operator will notify the service provider, the participant
and H&H. The service provider will support the participant to prepare for move in, including
applying for funds for move in costs when applicable. The existing service provider may
begin to coordinate a warm hand off to services associated with the housing program or
may continue to provide services temporarily or long term if there are not identified
services associated with the housing program or if the services are not duplicative.
6.4.4 Denial of Referral
If the housing operator reviews the initial referral and the applicant appears ineligible, they
will notify H&H.
Denials after an accepted referral will be communicated to H&H, the applicant, and their service
provider. If an applicant is denied the housing operator will provide documentation of the
denial, along with information about the reason for denial and how to appeal, to the participant,
the service provider, and H&H. If the participant choses to appeal and their appeal is denied the
service provider will support the individual to be re-referred to the Housing Queue, if still
eligible. The participant may choose not to appeal, in which case the service provider will
support the participant to be re-referred to the Housing Queue, if still eligible.
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6.4.5 Refusal by Participant
A participant may refuse a referral or may, after accepting a referral, determine not to accept
the housing unit or resource offered. To allow for participant choice, a participant may refuse
two referrals or offers of housing. Upon refusal of a third offer for which they qualify they may
be removed from the Housing Queue. For some resources this policy may be changed to reduce
the number of offers to two.
6.4.6 Expiration of a Match or a Referral
If a period to respond to a match (5 days) has expired, a participant may still be considered if
there are still available units or slots in the program. The participant’s service provider should
reach out to H&H to determine whether they can still submit documents.
6.5 Referral for Survivors of Gender-based Violence
6.5.1 Referrals to housing resources dedicated for survivors
The Management Entity is responsible for making referrals to Rapid Rehousing and
Transitional Housing-to-Rapid Rehousing resources that are funded through the CoC and
dedicated to survivors. For these resources, the Survivor Services Coordinator (SSC) at H&H
will contact the GBV Access Point associated with the participant and notify them of the
referral, using the participant code. The GBV Access Point will connect with the survivor-
targeted program and provide all of the required documents.
6.5.2 Referrals to mainstream housing resources
When a referral to a housing resource that is not specific to survivors is made, the
participant’s identity may be disclosed to the housing program. However, the housing
program must not be made aware of their status as a survivor. To protect their status, the
participant will complete a very specific release of information (informed consent) that
permits the Management Entity to receive and forward the required documents for the
opening, including the application for the program and all required supporting
documentation, and to send these to the program with the opening. Identifying materials
will not be kept at the Management Entity.
7. TRAINING
7.1 Access Point Trainings
All staff that conduct assessments and carry out Housing Problem Solving must be trained in the
Coordinated Entry Workflow and the use of HMIS. This includes having had Privacy and Security
training and a valid license for use of HMIS and participating in all introductory level trainings
before performing Coordinated Entry work.
All Access Point staff including front line staff and managers must participate in the overview
training. Staff conducting Housing Problem Solving and Assessments must participate in all
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modules related to the participant-facing and queue management work flow, while matchers
are provided with training related specifically to matches and referrals.
The following chart indicates the training modules and for whom they are suggested or
required.
7.1.1 Training for GBV Access Points
Staff at GBV Access Points are not required to be licensed in HMIS, and do not carry out all
steps of the workflow. Such staff must have training to be able to enter data into a
comparable database and to follow all other relevant steps in the process.
7.2 Annual Trainings and Refreshers
The Management Entity will make all required training available through recordings and self-
guided modules so as not to delay the start of work for new hires. All Access Point staff are
expected to participate in at least one training annually which will be made available by the
Management Entity. Access Point staff and supervisors are also expected to use the recorded
trainings and accompanying materials to refresh their knowledge as needed and may be
directed by the Management Entity to review an existing training prior to proceeding with work.
7.3 Learning Collaborative
The Management Entity will convene one or more Learning Collaboratives of HRC’s and other
organizations engaged with Coordinated Entry. Learning Collaboratives will include training and
reinforcement of training. Access Points must participate in the Learning Collaborative, and
representatives should communicate to their staff information that is provided in the
Collaborative meetings related to the appropriate delivery and recording of Coordinated Entry
services.
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8. DATA AND EVALUATION
8.1 Data Collection and Management Reports
The Management Entity uses information collected in the HMIS system to prepare
periodic and regular CE Management reports that reflect on the operations and
outcomes of the CE system and its components.
8.1.1 Report content
The set of management reports will be determined in conjunction with the CoC. Such
reports will contain data available and considered to be reliable about
• number of calls received by the call center seeking housing assistance and
number of callers referred by the call center to an HRC
• numbers and characteristics of participants in Housing Problem Solving,
services delivered, financial assistance expended, and outcomes achieved
• type and number of assessments administered, and the numbers and
characteristics of participants placed on queues
• matches and referrals made including numbers and characteristics of those
matched and referred and the success rates of such referrals
• data about the time elapsed between various steps in the Coordinated Entry
process such as HPS, assessment, match, referral and successful program
entry.
All Coordinated Entry reports, to the extent feasible, will provide information about
the functioning of system as a whole and about the process and results for participants
based on race and ethnicity to fully be able to analyze and address racial and ethnic
disparities and create racial equity.
8.1.2 Reporting Frequency
Management reports will be provided according to a calendar agreed to by the
Management Entity and the CoC.
8.2 Evaluation
8.2.1 Annual Evaluation
HUD requires that CoCs solicit feedback at least annually from participating projects and from
households that participated in Coordinated Entry during that time period. Solicitations must
address the quality and effectiveness of the entire Coordinated Entry experience for both
participating projects and households. This activity may be undertaken by the CoC Board, the
Policy Oversight Entity or another entity designated by the CoC Board but may not be
undertaken by the Management Entity.
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The Management Entity will participate in the annual evaluation by providing information to the
CoC, which may include data such as in the reports mentioned above, a self-evaluation using a
tool such as the HUD Self-Evaluation format or such form as the CoC may prescribe, and other
information as requested and feasible depending on time.
8.2.2 Third Party Evaluator
The CoC does not have to but may choose to engage a third-party evaluator. If such a
determination is made, the CoC and the Management Entity will work together to develop a
scope for outside evaluation work. The Management Entity will not have a vote in the selection
process for an Evaluation Entity if one is to be selected through a competitive process but is able
to participate in review and discussion. The Management Entity must provide access to a
selected Third-Party Evaluation Entity as needed to conduct its work, including to Management
Entity staff and materials.
9. GRIEVANCES AND COMPLAINT TRACKING
9.1 Right to File a Grievance
Participants and potential participants in Coordinated Entry have the right to file a grievance,
receive a response and, if they desire, appeal the determination regarding any aspect of their
experience or treatment regardless of where or from what Access Point they receive services.
The Coordinated Entry Grievance Policy includes a requirement that all Access Points have a
program or agency Grievance Policy that meets the requirements of the Policy and that they
make a copy of the grievance policy and their procedure available to all participants.
9.2 Tracking and Reporting
The Management Entity requires all Access Points track and log complaints and grievances and
share the log no less than annually with the Management Entity. The Management Entity shall
review the logs and the dispositions of all grievances and present a summary of the findings to
the CoC as part of any annual evaluation process.
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APPENDIX A: GLOSSARY
Access: The method by which people experiencing a housing crisis learn that Coordinated Entry exists,
access crisis response services, and are connected to the process to determine through assessment
which intervention might be most appropriate to rapidly connect those people to housing.
Assessment: The use of one or more standardized assessment tool(s) to determine a household’s
current housing situation, housing and service needs, risk of harm, risk of future or continued
homelessness, and other adverse outcomes.
Access Point: Access Points are the virtual or physical places or programs where an individual or family
experiencing homelessness or at imminent risk of homelessness seeks and receives assistance to
connect to resources from the Housing Crisis Response System that are available through Coordinated
Entry. An Access Point may be Open or Limited.
Client: Client is a term used within the HMIS system for a participant or potential participant in
Coordinated Entry that has a record in HMIS. This term may be used when specifically referring to HMIS
but for Coordinated Entry the terms potential participant, participant and participant household are
preferred.
Comparable Database: A comparable database is a relational database that meets all HMIS Data
Standards and does so in a method that protects the safety and privacy of a survivor of gender-based
violence.
Continuum of Care (CoC): A geographically based group of representatives that carries out the planning
responsibilities of the Continuum of Care program pursuant to HUD regulations. These representatives
come from organizations that provide services to the homeless or represent the interests of the
homeless or formerly homeless.
Countywide Matching: The process of matching eligible participants to available or anticipated openings
across the entire County.
Crisis Assessment: The Crisis Assessment is a short set of questions recorded in HMIS which are used is
to ascertain the participant’s eligibility for and interest in emergency shelter, transitional housing or safe
parking and the household’s relative priority for crisis resources currently or anticipated to be available.
It is used to determine whether a participant is placed on the Crisis Queue.
Crisis Queue: The Crisis Queue is a list of households that have indicated an interest in crisis resources
including shelter, transitional housing and safe parking, and that have been assessed using the Crisis
Assessment and prioritized for such resources. The Crisis Queue contains key information about the
household that is used to match clients to available crisis resources.
Gender-Based Violence (GBV): Gender-based violence refers to harm or threats of harm directed at an
individual or group based on their actual of perceived gender, sex, sexual orientation, and/or gender
identity or expression. Gender-based violence encompasses forms of violence including domestic
violence, dating violence, sexual assault, stalking, and human trafficking. Gender-based violence has a
pervasive impact on survivors’ access to housing and stability.
Homeless Management Information System (HMIS): A Homeless Management Information System
(HMIS) is a local information technology system used to collect client-level data and data on the
provision of housing and services to homeless individuals and families and persons at risk of
homelessness. Each Continuum of Care (CoC) is responsible for selecting an HMIS software solution that
complies with HUD's data collection, management, and reporting standards.
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Housing Assessment: The Housing Assessment is a set of questions recorded in HMIS which are used is
to ascertain the participant’s eligibility for and interest in emergency shelter, transitional housing or safe
parking and the household’s relative priority for crisis resources currently or anticipated to be available.
It is used to determine whether a participant is placed on the Crisis Queue.
Housing Crisis Response System: The set of programs, funding, activities, and coordination that is
specifically intended to address the needs of people experiencing homelessness.
Housing Problem Solving: Housing Problem Solving is an engagement approach that is versatile and
utilizes empowering engagement to identify and explore options through creative, strengths and
resources-focused interaction. The goal is to determine options and participant action toward safe
housing solutions outside of the formal housing crisis response system as soon as possible and without
need for ongoing support.
Housing Queue: The Housing Queue is a list of households that have indicated an interest in one or
more types of housing resources and been assessed and prioritized for such resources. The Housing
Queue contains key information about the household that is used to establish an order and to match
clients to available and anticipated housing resources.
Housing Resources: Housing resources that clients are matched to though Coordinated Entry including
Permanent Supportive Housing, Dedicated Affordable Housing, and Rapid Re-Housing (RRH) resources.
Limited Access Point: Limited Access Points provide CE services to eligible participants with whom they
have an existing service relationship or who must meet additional criteria to those for CE in order to
receive services.
Match: Matching is the process of identifying one or more participants who are eligible for an available
or anticipated resource and making a connection between them which begins the process which may
lead to a referral.
Open Access Point: An Open Access Point provides all of the services associated with CE to any eligible
person in its target population group(s) regardless of whether they receive any other services from the
Access Point provider.
Participant: A person who for themselves, or on behalf of a household experiencing homelessness,
receives services from the Coordinated Entry system.
Potential Participant: A person who for themselves, or on behalf of a household experiencing
homelessness, seeks services from the Coordinated Entry system.
Prioritization: The Coordinated Entry-specific process by which all persons in need of assistance who use
Coordinated Entry are assessed using standard and consistent information and given a priority rank,
score or status relative to other eligible persons.
Queue: A list of clients that have been assessed and prioritized for a resource.
Referral: The process by which persons who are prioritized for available resources within the
Coordinated Entry process are connected to the resource(s) for which they are prioritized and eligible.
Referral process includes eligibility screening, monitoring project availability, enrollment coordination,
managing referral rejections, and tracking the status of the referral throughout the referral process.
Regional Matching: The process of matching eligible participants to available or anticipated openings
within a specific region.
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Resource: Refers to any program opening that is filled used the Coordinated Entry process. A Housing
resource is an opening in a housing-related program. A crisis resource is an opening in emergency
shelter, transitional housing or safe parking.
Subpopulation: A subset of people experiencing homelessness or at risk of homelessness who share
certain characteristics of household type, age or status and may be served based on their membership
in the subpopulation. Subpopulation categories in Coordinated Entry include Adult Only households,
Family Households with Minor Children, Transition Age Youth (TAY) ages 18-24, Seniors ages 62 and
older, Veterans of the U.S. Military, People living with HIV or AIDS, and Survivors of Domestic Violence.
Threshold Score: The score on an assessment needed to qualify the participant to be placed on the
corresponding queue.
Victim Service Provider (VSP): A Victim Service Provider is a private nonprofit organization whose
primary mission is to provide services to victims of domestic violence, dating violence, sexual assault, or
stalking. Providers include rape crisis centers, domestic violence shelter and transitional housing
programs, and other programs.