Orange County Coordinated Entry System Policy …...Orange County Policy and Procedure Guide, Draft 1 P a g e 2 | 20 11/29/2017 12:11 PM Coordinated Entry System Overview What is Coordinated

Orange County Policy and Procedure Guide, Draft 1

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Orange County Coordinated Entry System

Policy and Procedure Guide


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Contents Coordinated Entry System Overview ............................................................................................................ 2

Planning ........................................................................................................................................................ 4

Marketing .................................................................................................................................................. 5

Non-Discrimination ................................................................................................................................... 5

Access ............................................................................................................................................................ 7

Access Models ........................................................................................................................................... 7

Accessibility ............................................................................................................................................... 8

Emergency Services .................................................................................................................................. 8

Full Coverage ............................................................................................................................................. 9

Safety Planning ......................................................................................................................................... 9

Street Outreach ......................................................................................................................................... 9

Prevention Services ................................................................................................................................... 9

Assessment ................................................................................................................................................... 9

Assessor Training .................................................................................................................................... 10

Participants Autonomy and Privacy ........................................................................................................ 11

Prioritization ............................................................................................................................................... 11

Emergency Services ................................................................................................................................ 11

Prioritization List – Families with Minor Children ................................................................................... 11

Prioritization List – Individuals & Youth .................................................................................................. 12

Minors ..................................................................................................................................................... 12

Targeting Beyond Vulnerability Assessments ......................................................................................... 12

Referral ....................................................................................................................................................... 13

Non-discrimination ................................................................................................................................. 13

Data Management ...................................................................................................................................... 14

Privacy Protections ................................................................................................................................. 15

HMIS Use ................................................................................................................................................. 15

Evaluation ................................................................................................................................................... 15

Frequently Used Coordinated Entry System Terms .................................................................................... 16


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Coordinated Entry System Overview What is Coordinated Entry Coordinated entry is a centralized and streamlined system for accessing housing and support services to end homelessness in a community, and is required by the U.S. Department of Housing and Urban Development for all Continuums of Care (CoC) as stated in 24 CFR 578.7 (a)(8) of the Continuum of Care Program Interim Rule. “HUD’s primary goals for coordinated entry processes are that assistance be allocated as effectively as possible and that it be easily accessible no matter where or how people present1.” Such a system incorporates a community-wide Housing First approach to all programs and prioritizes resources for those with the most complex needs. Coordinated entry processes help communities prioritize assistance based on vulnerability and severity of service needs to ensure that people who need assistance the most can receive it in a timely manner. Coordinated entry also provides vital information to communities about service needs and gaps to help communities plan their assistance and identify needed resources.2 Utilizing a standardized assessment tool and practices, the goal is for the system to ensure that households experiencing homelessness have equal and fair access to resources that will end their homelessness. All programs receiving Federal and State funds will comply with applicable civil rights and fair housing laws and requirements, and recipients and sub-recipients of CoC Program and ESG Program-funded projects must comply with the nondiscrimination and equal opportunity provisions of Federal civil rights laws.

Guiding Principle

Housing First as an approach centers on providing people experiencing homelessness with housing quickly and then providing services as needed. What differentiates a Housing First approach from other strategies is that there is an immediate and primary focus on helping individuals and families quickly access and sustain permanent housing. This approach has the benefit of being consistent with what most people experiencing homelessness want and seek help to achieve. The Housing First philosophy our community proudly embraces includes the following critical elements:

There is a focus on helping individuals and families access and sustain rental housing as

quickly as possible;

Housing services are provided without requiring participants to meet other criteria such

as having a stable income or participation in substance use treatment;

1 The Department of Housing and Urban Development, Coordinated Entry Policy Brief, (2015) 2 The Department of Housing and Urban Development, Coordinated Entry Policy Brief, (2015)

https://www.hudexchange.info/resource/4427/coordinated-entry-policy-brief/

https://www.hudexchange.info/resource/4427/coordinated-entry-policy-brief/


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A variety of services are delivered primarily following a housing placement to promote

housing stability and individual well-being;

Such services are time-limited or long-term depending upon individual need; and

Housing is not contingent on compliance with services – instead, participants must

comply with a lease agreement and are provided with the services and supports that are

necessary to help them do so successfully.

Orange County CES Goals & Vision

The overarching vision is to end homelessness in Orange County and includes two

components. The first consists of a system of services and housing options that meet the

needs of those individuals and families who are homeless. The second component is

prevention of additional people joining the target population. Orange County envisions

building upon its existing Continuum of Care system that provides a safety net for the

homeless. So that the system can fully and effectively address homelessness, it must include

a comprehensive range of housing interventions and service strategies that are tailored to

meet the diverse needs of the individuals and families who become homeless or are at-risk

of homelessness. These strategies must be firmly grounded in an understanding of how

those needs vary according to whether homelessness is circumstantial, transitional, or

chronic in nature. The system to be created must place individuals and families who are

homeless in safe, decent, clean, as an immediate response to their crisis. It must also ensure

that the necessary support services are in place to sustain that housing. The system must

have sufficient capacity to meet the need that exists. Finally, the goal is to be proactive and

have services available that will assist people before they are in crisis, so that they can avoid

becoming homeless. 3

Orange County’s vision for coordinated entry is a community response to ending

homelessness that accounts for the diversity of needs of people experiencing homelessness,

urgently responds to these needs with permanent housing solutions, and successfully

incorporates the housing, healthcare, and employment systems. This community response

will ensure an accessible and navigable set of entry points; a universal assessment for all

person requesting assistance; and effective and appropriate connections to housing and

services for all populations. Orange County’s CES will include a data driven approach to

ensure that the system is able to measure and respond to current needs with a transparent

framework of sharing progress towards outlined goals.

The Coordinated Entry System is designed to:

3 Orange County Ten – Year Plan to End Homelessness (2012)

http://www.occommunityservices.org/civicax/filebank/blobdload.aspx?blobid=15449


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a. Allow anyone who needs assistance to know where to go to get that assistance, to be

assessed in a standard and consistent way, and to connect with the housing/services that

best meet their needs;

b. Ensure clarity, transparency, consistency and accountability for homeless clients, referral

sources and homeless service providers throughout the assessment and referral process;

c. Facilitate exits from homelessness to stable housing in the most rapid manner possible

given available resources;

d. Ensure that clients gain access as efficiently and effectively as possible to the type of

intervention most appropriate to their immediate and long-term housing needs;

e. Ensure that people who have been homeless the longest and/or are the most vulnerable

have priority access to scarce permanent supportive housing resources.

Orange County CES Lead Entities

Collaborative Applicant & Continuum of Care Lead: Orange County Community Resources

CES Lead Entity & Project Manager: 2-1-1 Orange County

HMIS Lead – Orange County Continuum of Care: 2-1-1 Orange County

Universal Data Platform: Homeless Management Information System (HMIS)

HMIS is the data platform utilized for CES activities. Trained assessors conduct the Vi-SPDAT and

housing need assessment with persons experiencing homelessness and enter this data into HMIS

and/or comparable data collection system. Housing providers will receive all matches through

the CES Administrator via HMIS or comparable communication method. In addition, HMIS data

will be utilized to track the community’s progress in ending homelessness.

Agencies Required to Use the CES

All Agencies serving households experiencing homelessness are encouraged to use the CES for

referrals. Agencies receiving Housing and Urban Development (HUD) Continuum of Care (CoC)

and Emergency Solutions Grant (ESG) funding must use the CES.

Planning The Orange County Continuum of Care (CoC) Coordinated Entry System (CES) serves people

experiencing homelessness in the CA-602 Santa Ana/Anaheim/Orange County CoC which are the

boundaries of the County of Orange.

The CES Procedure Review Committee (PRC) will serve to plan, develop, and review policies,

guide system design by reviewing and providing feedback on processes and procedures, and


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serve as the appeals review committee. Before approval by the Continuum of Care (CoC) Board,

policies drafted and recommended by the PRC will be distributed publicly for comment through

the 211OC email listserv, at CES At Large meetings, and on the 211OC website.

Planning will be ongoing allowing for evolution of the system and iterative development.

Marketing

The Orange County CoC Coordinated Entry System marketing plan recommends widely advertising housing and supportive services to eligible persons in Orange County. The marketing plan includes strategies for marketing housing to eligible persons as well as to landlords and landlord associations and outreach efforts to all eligible persons. The coordinated entry system is available to all eligible persons regardless of race, color, national origin, sex, age, familial status, disability, actual or perceived sexual orientation, gender identity, or marital status. Marketing strategies include digital and printed media. The County of Orange has divided the geography into three Service Planning Areas (SPAs) (Appendix A) to better coordinate access points, assessments, resources, and programs serving people experiencing homelessness. This provides a structure within which to widely advertise housing and supportive services to eligible persons in Orange County. Participating agencies within each SPA will support marketing efforts and non-traditional partners such as libraries, schools, police stations, and community centers will be invited to support marketing efforts as well. While marketing will encourage people who are part of a particular cohort to connect with

particular access points, any person will be accommodated at any access point. All materials will

be affirmatively marketed to eligible persons regardless of race, color, national origin, religion,

sex, age, familial status, disability or who are least likely to complete a Coordinated Entry System

Housing Assessment in the absence of special outreach. Marketing materials will also be provided

in formats accessible to all individuals, including those with disabilities and Limited English

Proficiency (LEP).

*Please see Appendix B for a listing of participating agencies along with the schedule and contact

information for each location.

Non-Discrimination The coordinated entry system is intended to serve all individuals, regardless of race, color,

national origin, religion, sexual orientation, gender identity, disability, age, sex, familial status, or

marital status. All programs receiving Federal and State funds will comply with applicable civil

rights and fair housing laws and requirements, and recipients and sub-recipients of CoC Program

and ESG Program-funded projects must comply with the nondiscrimination and equal

opportunity provisions of Federal civil rights law.

http://www.ocgov.com/civicax/filebank/blobdload.aspx?BlobID=69115


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At any time during the coordinated entry process, Applicants have the right to file a complaint,

should they feel that this principle has been violated. All Applicants, whether individuals or

families, will be provided with the process for filing a complaint. All complaints will be addressed

and resolved in a timely and fair manner. The following three contacts will be provided to address

discrimination or grievance related concerns:

For nondiscrimination complaints, contact the Department of Housing and Urban Development through the online portal:

https://www.hud.gov/program_offices/fair_housing_equal_opp/online-complaint

For complaints with Coordinated Entry policies or procedures, contact 211OC at [email protected].

For housing program related complaints, grievances will be directed to the appropriate housing provider for resolution. Please click to for the Coordinated Entry System Grievance procedure and form.



mailto:[email protected]


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Access Various access points will accommodate cohorts within the population such as youth, Veterans,

families, survivors of domestic violence, and adults experiencing either homelessness or chronic

homelessness to ensure fair and equal access for all populations into the coordinated entry

process.

Prior to attaining access, individuals or households might encounter a referral partner – an entity

or agency that can direct a person experiencing a housing crisis to a CES access point. Examples

of referral partners include medical providers, law enforcement, and County agencies such as

Parks & Recreation and the Public Library. Though referral partners cannot secure access for an

individual or household, they play a critical, guiding role in moving those person(s) toward CES

resources. Access to CES occurs after a person's immediate crisis needs have been identified, and

their basic client information entered into HMIS. Throughout the County, an array of providers

serves as access points.

Access Models CES offers a “no wrong door” approach with a standardized housing assessment at all Access

Points that may be utilized by anyone facing homelessness. Access Points include mobile street

outreach teams, agency partners, and emergency shelters and are geographically spread out

throughout the County in all three SPAs (North, Central and South).

Although separate Access Points are in place to meet the needs of these distinct populations,

initial screening at each access point allows for immediate linkage to the appropriate

subpopulation access point. All CES Access Points will be easily accessed by individuals and

families seeking homeless or homelessness prevention services, and the same assessment

approach, including standardized decision-making, is provided at all Access Points.

Access Points that focus specifically on families either assess individuals who drop-in or quickly

connects the individual to an assessor. Those fleeing domestic violence are immediately

supported in the assessment process. In this way, no one is turned away.

Providers offering Access have completed training on conducting standardized CES assessment

and entering assessment data into the OC HMIS. This approach provides clients with a variety of

avenues from which to access housing and support services.

Completing the standardized housing assessment is not a requirement and therefore no person

will be denied access to the crisis response system based on willingness to participate in the

assessment process. Instead, people will be warmly welcomed into emergency shelter and/or

other emergency services as available, while engaged to be connected to an Assessor to complete

the housing assessment. Marketing materials will be made available at all shelters and will

include how to make referrals to CES.


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CES for Families CES for Families includes referral partners with trained staff available to conduct initial screenings, such as 2-1-1 Orange County (a 24-hour central phone system), specified City & County Offices, and Regional Partners. After an initial screening, these partners may refer a family to one of the 3 regionally-based Family Hubs and/or nearest access points. Each Family Hub serves as an Access Point, and utilizes the same intake process and coordinates housing interventions to assist homeless families to stabilize their situation. CES for Single Adults CES for Individuals includes referral partners with trained staff available to conduct initial screenings, such as 2-1-1 Orange County (a 24-hour central phone system), specified City & County Offices, and Regional Partners. After an initial screening, these partners may refer an individual to one of the regionally-based emergency shelters or to a mobile outreach partner. Outreach teams and emergency shelters may serve as an Access Point, and utilizes the same intake process and coordinates housing interventions to assist homeless individuals to stabilize their situation.

Accessibility CES is open to all households who meet the HUD definition of experiencing homelessness. The Coordinated Entry standardized assessment is separated into sections which assist in determining homelessness, vulnerability, barriers, and other criteria related to eligibility for housing programs. To ensure accessibility to households in need, CES provides access to services from multiple, convenient physical locations and through mobile outreach. Households in need may request services through any of the designated Access Points, through the 211OC call center, and/or through community outreach teams. Detailed information regarding Access Points and hours of operations are posted on the 211OC website at www.211oc.org. Crisis response programs will not create barriers to entry such as requiring a CES assessment for entry. OC CES ensures that Access Points are accessible to all individuals, including those with disabilities and Limited English Proficiency (LEP).

Emergency Services

OC CES ensures that its processes do not prohibit or create barriers to available emergency services. Access to available emergency services (such as emergency shelter, drop-in service programs) should be independent of the operating hours of coordinated intake and assessment processes. Emergency services staff may connect households to the CES by offering space to Skilled Assessors, informing participants of the CES process and how to complete a CES assessment, and in some instances serving as an access point.

http://www.211oc.org/


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Full Coverage To ensure full coverage of Orange County’s geographic area, the region utilizes Service Planning

Areas to allow for targeted services and resource allocation. In addition, designated access points

include mobile outreach, physical locations, and targeted outreach to special populations,

making CES accessible throughout the entirety of Orange County.

Safety Planning Safety planning is done for all individuals who may be in danger or could be potentially be a

danger to themselves or others including identifying appropriate supports and resources. CES

will address the unique needs of individuals and families who are fleeing, or attempting to flee,

domestic violence, but who are seeking shelter or services from non-victim service providers.

Street Outreach OC CES ensures that persons encountered by street outreach workers are offered the same standardized process as persons who access coordinated entry through site-based Access Points. Street outreach teams are trained on the CES and the standardized assessment process and decision-making approach. Street outreach teams serve as Access Points for CES.

Prevention Services OC CoC’s written CE Policies and Procedures will document a process for persons seeking access to homeless prevention services though ESG program funds, EFSP program funds, and faith based communities through the CES process.

Assessment Households may receive an assessment at various points of entry within the homeless system such as through mobile street outreach, shelter, or an Access Point. Assessments can and should be updated as contact information or life circumstances change. If a person is in crisis and requires and desires shelter the first step will be to connect this person with a shelter as capacity allows and then follow up to complete this assessment. Please insert your protocols for how to access shelter here The Coordinated Entry standardized assessment is open to all individuals/households experiencing homelessness. All households facing homelessness should be assessed and may not be prevented from accessing the CES because of any barriers including but not limited to income, active or history of substance use, domestic violence history, lack of interest in services, disabling condition, evictions or poor credit, lease violations or any type of criminal record. Applicants may also not be prevented from accessing the CES because they are not enrolled in a shelter or other program.


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People who are currently fleeing domestic violence and human trafficking along with those who have previously experienced domestic violence and/or human trafficking require a path through the CES that promotes and protects their confidentiality and safety. DV Providers do not enter data directly into the Homeless Management Information System (HMIS). When a household working with a DV provider is attempting to flee or experiencing literal homelessness having already fled domestic violence, the applicant shall be connected to a Skilled Assessor. The assessment is separated into sections which assist in determining homelessness, vulnerability, barriers, and other criteria related to eligibility for housing programs. The Vulnerability Index Service Prioritization Decision Assistance Tool (VISPDAT) 2.0 for Individuals and Families is used to measure service needs and a supplemental assessment explores housing and other preferences in include participant autonomy in the referral process. The Vi-SPDAT is an assessment tool used to identify members of the homeless population who are considered medically vulnerable and who will face an increased risk of mortality if homelessness persists. Orange County adapted the VI-SPDAT to screen for levels of severity. This tool, in addition to a qualitative assessment based on presence of a pregnancy, disabling mental or physical condition, homeless history, involvement with child welfare, parental risk factors, and child risk factors will determine prioritization. CES assessment procedures follow federal Fair Housing Laws for protected classes such as race, color, religion, national origin, sex, age, familial status, disability, actual or perceived sexual orientation, gender identity or marital status. Data will be protected by and only shared as allowed for based on the consent of the Applicant.

Assessor Training Training sessions focused on how to assess households facing homelessness have been offered

to those playing this role and will take place annually at minimum. This training provides an

overview of the Coordinated Entry System, Vulnerability Index and Service Prioritization

Assistance Tool (VI-SPDAT) 2.0, and the supplemental assessment, and the Coordinated Entry

Prioritization plan including criteria for decision making so that assessors have a broader context

of how households are matched to housing. Training topic determination is based on the

evaluation of performance needs and support to increase performance

Each agency that participates in the OC CES will assign a CES Agency Administrator. CES Agency

Administrators will be required to attend at least annual trainings provided by 211OC. CES Agency

Administrators are responsible for communication and training for all CES users and assessors

within their organization. CES Agency Administrators are also responsible for quality assurance

of assessments and communication with 211OC regarding staffing changes. All CES users, once


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trained, will be required to pass an online exam which will gauge their competency in the CES

assessment system and ability to adhere to system confidentiality policies and procedures.

Regular training for Assessors will be conducted on a semi-annual basis by 211OC.

Participants Autonomy and Privacy Applicants may refuse to answer assessment questions. However, doing so may limit the

Applicant’s possible permanent housing and service opportunities if the questions that are not

answered are related to eligibility criteria for specific programs. The assessment process does not

require that the Applicant share a specific disability if the Applicant does not wish to do so. In

cases where Applicants share private information it is kept confidential and only shared with the

matching team and housing provider receiving the referral.

Prioritization Households will be matched to available housing opportunities by utilizing a prioritization schema

approved of by the Orange County Continuum of Care. This includes matching prioritization for

Permanent Supportive Housing, a subsidized and supportive housing program that can be

permanent in nature if needed, (2) Rapid Rehousing, a time limited housing intervention with

financial supports including rental payments as well as supportive services to support the

household transitioning into taking over the full rental payment, and (3) other housing resources,

as they become available.

Emergency Services The CES does not prioritize Applicants for the crisis response system including emergency

shelters. People must be able to access shelter as capacity allows if they wish to engage or not in

the CES assessment.

Prioritization List – Families with Minor Children Prioritization plans have been put into place to match families to Rapid Rehousing, Permanent

Supportive Housing, and other types of housing resources across the Orange County geographic

area, as they become available. CES will utilize vulnerability indices and qualitative measures, in

addition to case conferencing, to rank Applicants in order of vulnerability, with the most

vulnerable households at the top of the list. More directly, Applicants may be offered housing

regardless of vulnerability score, but more vulnerable persons will likely be offered housing

before less vulnerable persons.

Vulnerability may be characterized by length of literal homelessness and residential instability,

involvement with child welfare and/or informal separation from children, number of children,

and trauma history. Orange County adapted the VI-SPDAT to screen for levels of severity. This

tool, in addition to a qualitative assessment and local priorities, will determine prioritization.


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Households will be matched based on availability, system-wide eligibility, and prioritization

criteria.

Prioritization List – Individuals & Youth Prioritization plans have been put into place to match individuals to Rapid Rehousing, Permanent

Supportive Housing, and other types of housing resources across the Orange County geographic

area, as they become available. CES will utilize vulnerability indices and qualitative measures, in

addition to case conferencing, to rank Applicants in order of vulnerability, with the most

vulnerable households at the top of the list. More directly, Applicants may be offered housing

regardless of vulnerability score, but more vulnerable persons will be offered housing before less

vulnerable persons.

Vulnerability may be characterized by length of literal homelessness and residential instability,

involvement with judicial and court system, significant challenges or functional impairments, and

trauma history. Orange County adapted the VI-SPDAT to screen for levels of severity. This tool,

in addition to a qualitative assessment and local priorities, will determine prioritization.

Qualitative factors may include: Presence of a terminal illness, age over 60, three or more

hospitalizations or emergency room visits in a year, three or more emergency room visits in the

previous three months, and tri-morbidity (co-occurring psychiatric, substance abuse and chronic

medical condition (asthma, cancer, diabetes, etc.).

Orange County has adopted a practice of filling all supportive housing units with people facing

chronic homelessness first with the highest level of acuity first. If no person facing chronic

homelessness can be found for the unit the level of acuity will be taken into consideration as the

next priority.

Households will be matched based on availability, system-wide eligibility, and prioritization

criteria.

Minors

Minors are youth under the age of 18. Minors will not be assessed and instead should be immediately connected to Casa Youth Shelter (800-914-2272) or Huntington Beach Youth Shelter (714-842-6600).

Targeting Beyond Vulnerability Assessments

Agencies that serve a specific target population may receive referrals of that target population. To target a specific population, agencies must provide documentation of receipt of funding that supports the unit and maintains funder-defined targeting criteria. Examples of targeting criteria include: Area Median Income Household Composition Gender


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Youth/Senior HIV/AIDS Veteran Status Disabling Condition (presence of, not specific condition) Dual Diagnosis (presence of, not specific condition) Domestic Violence provider Recuperative Care provider

Agencies receive referrals from CES that meet the stated targeting criteria, following the same system wide prioritization for matches. Applicants experiencing chronic homelessness and those with the highest VI scores in the designated range will be matched first.

Referral Housing providers share openings by submitting unit availability through an online portal to

211 and/or HMIS. These openings are discussed weekly at the Housing Placement Matching

(HPM) meeting along with households who appear to be eligible for openings based on their

assessment and the community prioritization plan. Meetings are facilitated by 211 Orange

County and staff in attendance include those who have assessed an Applicant such as staff

with mobile outreach, emergency services, and access points along with housing providers

with an opening. The purpose of this meeting is to match Applicants to housing and discuss

follow up plans to ensure a warm hand off can be offered in connecting people to housing

providers along with establishing a team approach to supporting the Applicant through the

process of moving into housing.

All Emergency Solutions Grant (ESG) funded housing providers must accept all referrals

through the Coordinated Entry System.

All referrals will be for Applicants considered to be active.

People who are currently engaged with access points in a program or have been within the

last 90 days are part of the active list. People will become inactive after 90 days of non-

engagement.

Non-discrimination Housing providers may only use funder driven requirements for housing programs and many

not discriminate against a household based on race, color, national origin, religion, sexual

orientation, gender identity, disability, age, sex, familial status, or marital status. All housing

programs comply with the equal access and nondiscrimination provisions of Federal civil

rights laws.

With a Housing First approach, no housing provider may pass on a match due to perceived

barriers or service needs.


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Data Management Collected data is safely stored and protected by 211 Orange County. The HMIS is key to the

centralization of information to help measure outcomes and determine client need through

Coordinated Entry. Not all stakeholders have direct access to HMIS. Throughout the CoC,

there are certain agencies, usually the service provider agencies that are directly interacting

with people facing homelessness that actively use and contribute to the HMIS. Any agency

with access to the HMIS is required to sign an Agency Partnership agreement and is known

as a “participating agency”. All HMIS Lead personnel (including employees, volunteers,

affiliates, contractors and associates), and all participating agencies and their personnel, are

required to comply with the HMIS Standard Agency Privacy Policy Notice. Collectively, the

HMIS Lead and all participating agencies make up the Orange County HMIS Collaborative

(“Collaborative”, “we”, or “us”). All personnel in the Orange County HMIS Collaborative with

access to HMIS must receive and acknowledge receipt of a copy of the Notice, agree in

writing to comply with it, and receive training on this Privacy Policy before being given access

to HMIS.

To comply with federal, state, local, and funder requirements, information about the

homeless and dependents and the services that are provided, is required to be collected in

the HMIS. When assistance is requested it is assumed that the client is consenting (“inferred

consent”) to the use of the HMIS to store this information. The clients have the right to

explicitly refuse the collection of this information, and participating agencies are not

permitted to deny services for this reason; however, this may severely impact the ability of

any participating agency throughout the Collaborative to qualify the client for certain types

of assistance or to meet their needs.

Data collection should not be confused with data sharing (“disclosure”). Participating

agencies are required to provide the client with an opportunity to consent to certain

disclosure of their information, either in writing or electronically. If the client consents to the

disclosure of their information, they enhance the ability of the Collaborative to assess their

specific needs and to coordinate delivery of services for them.

To protect the privacy and the security of the information the HMIS is governed by data

access control policies and procedures. Every user access to the system is defined by their

user type and role. Their access privileges are regularly reviewed and access is terminated

when users no longer require access. Controls and guidelines around password protection

and resets, temporary suspensions of User Access and electronic data controls are in place

and is outlined in detail in the HMIS Standard Operating Procedures (SOP).

Additionally, any computer, tablet, smartphone or other such device used to enter data into

the HMIS or to access data already in the HMIS must meet the minimum technical and


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connectivity specifications and comply with applicable data security and privacy

requirements established in the SOPs.

Services will not be denied if the participant refuses to allow their data to be shared unless

Federal statute requires collection, use, storage and reporting of a participant’s personally

identifiable information as a condition of program participation.

HMIS users will be informed and understand the privacy rules associated with collection,

management, and reporting of client data.

Privacy Protections Applicants are asked to offer consent to share information to limited parties after the

Consent is reviewed verbally and offered in writing. This includes reviewing privacy rules

related to the collection, management, and reporting of client level data. Applicants who do

not consent to share information are not prohibited from utilizing services such as

emergency shelter or street outreach supports.

In the case that respondent refuses consent, you may still proceed, however please note

these special instructions: Do not enter Personal Identifiable Information (PII) into HMIS.

HMIS will automatically generate an anonymous ID. Please retain at least the first page of

CES Survey Part I (with HMIS ID & Client Name) for your records and future matches since

you will not be required to enter identifying information into HMIS.

HMIS Use The Orange County Continuum of Care has selected a new HMIS vender, Clarity Human

Services, and this partnership will begin in early 2018. At this time the system will transition

to using Bitfocus for the CES including assessment and referral process.

Evaluation The coordinated entry system will be regularly evaluated to analyze effectiveness and

identify areas for improvement. System performance metrics will be examined bi-annually,

to monitor adherence to system benchmarks. Length of time on priority list, placement

rates, and recurrence are sample metrics that will be used to understand system capacity

and determine where additional resources are needed.

In addition, feedback will be solicited from applicants and participating agencies, through

regular satisfaction/feedback surveys. Participating agencies will be surveyed at least

annually. All applicants who utilize the coordinated entry system will be offered the chance

to complete the survey upon successful housing match and placement. The surveys will

cover all domains of the coordinated entry process, including intake, assessment and


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referral, and will be used to gage participant and agency perception of system quality and

effectiveness.

The HMIS administrator will evaluate system performance, while the CE lead will collect and

analyze participant and agency surveys. These agencies will use the information collected to

recommend updates to the CE system, in consultation with a committee of relevant

stakeholders. This committee will meet at least annually to adopt and implement system

changes.

All data analyzed through HMIS will be de-identified, and feedback surveys will not require

a name or other identifiable information. This will be used to ensure participant privacy

during the evaluation process.

Frequently Used Coordinated Entry System Terms Active: People who are currently engaged with access points or have been within the last 90 days

are considered to be “active”.

Assessed: Client/Household has completed the Consent form, CE Intake, Assessment, and

Housing Preference Survey.

Assessor: Person who can complete coordinated entry assessments with Applicants. Skilled

Assessors are trained to complete the coordinated entry assessments, enter data into HMIS, and

obtain signed required confidentiality agreements.

Access Point: Entry points in to the Coordinated Entry System that offer access to services,

including Vi-SPDAT assessment. These may include bricks and mortar facilities, mobile outreach

teams, or telephonic resources.

By Name List: A real-time, up-to-date list of all people experiencing homelessness in the

community. Tool is used to learn names, document stories and understand the most urgent

needs of each of their homeless neighbors in order to facilitate efficient decisions around how

best to refer individuals experiencing homelessness to housing resources.

By Name Only: Client/Household that has yet to engage with an outreach team or start the

housing navigation process.

Case management: The overall coordination of an individual’s treatment plan and use of services,

which may include medical and mental health services, substance use services, and vocational

training and employment. Although the definition of case management varies with local

requirements and staff roles, a case manager often assumes responsibilities for outreach,

advocacy, treatment planning and referral on behalf of individual clients.


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Chronically Homeless: HUD defines chronically homeless as a person or family (head of

household) who has been homeless and living or residing in a place not meant for human

habitation, a safe haven, or emergency shelter for at least a year or at least four separate

occasions in the last 3 years and who can be diagnosed with a disabling condition.

Contacts: For access points and outreach programs, these are defined as conversations with

homeless persons.

Coordinated Entry System (CES): A system by which those experiencing homelessness and

housing resources find each other in the most efficient way possible. The five main components

include: Access, Assessment, Referral, Housing navigation, Placement.

CES Portal: This portal can be found by logging in at www.211oc.org. Portal was developed to

allow access points the capability for online data entry as well as the ability to view the PL and

minimize service duplication.

Diversion: The purpose of diversion is to prevent the need for homeless resources with

connections to mainstream resources, support with identifying potential members of the

Applicant’s support network, and conflict resolution or mediation if needed. Helping people

seeking shelter by identifying immediate alternate housing and connecting them with services

and financial assistance to help them to return immediately to permanent housing. An emerging

best practice, diversion programs can reduce the number of individuals and families becoming

homeless, and thus the demand for shelter beds.

Diverted: Client/Household found a housing opportunity outside of the homeless system.

Household no longer needs housing assistance from homeless system.

Document Ready: Client/Household has completed Assessed phased and has obtained

verification of length and episodes of homelessness, and if applicable, verification of disabling

condition. Document expectations set forth by VI-SPDAT scoring criteria recommendations –

assuming that length of homelessness and/or disabling condition are present where necessary.

PSH – Permanent Supportive Housing, an approach to subsidized housing designed for

people with very low incomes and chronic, disabling conditions which provides voluntary

access to a flexible and comprehensive array of supportive services and place no limits on

length of tenancy as long as terms and donation of the lease or agreement are met. Vi-

SPDAT Score of 8+ for individuals and Vi-SPDAT score of 9+ for families.

Non-PSH > HCV

RRH – Rapid Re-Housing, Rapid re-housing is an intervention, informed by a Housing First

approach that is rapidly connects families and individuals experiencing homelessness to

permanent housing through a tailored package of assistance that may include the use of


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11/29/2017 12:11 PM

time-limited financial assistance and targeted supportive services. Vi-SPDAT Score of 7<

for individuals or 8< for families.

Emergency / Crisis / Bridge Housing: A facility providing temporary or transitional shelter for the homeless, sometimes for sub-populations of the homeless Encounter: A street outreach worker’s interaction(s) with a homeless person that does not result in the provision of a service, a client assessment, or the beginning of a case plan. Engagement: A street outreach worker’s interaction(s) with a homeless person resulting in a client assessment or the beginning of a case plan. Homeless Management Information System (HMIS): A community-wide database congressionally mandated for all programs funded through the Department of Housing and Urban Development (HUD) homeless assistance grants. It is a software application designed to record and store client-level information on the characteristics and service needs of homeless persons. An HMIS is typically a web-based software application that homeless assistance providers use to coordinate care, manage their operations, and better serve their clients. Housed: Client/Household has completed the Assessed, Document Ready, and Matched stages. Household has moved into permanent housing. Housing First: The goal of "housing first" is to immediately house people who are homeless. Permanent housing is provided as quickly as possible no matter what is going on in one's life, and the housing is flexible and independent so that people are provided permanent housing easily and have access to sufficient supportive services to stay housed. Housing first can be contrasted with a continuum of housing "readiness," which typically subordinates access to permanent housing to other requirements. Housing Navigator: is a person primarily responsible for ensuring a client’s successful transition from street to home, whose duties can include, but is not limited to: reaching out to housing providers, preparing and collecting required documents, facilitating housing placement, and providing on-site support in housing throughout the transition process. Once a housing option is identified, a Housing System Navigator assists the Applicant with reaching housing. Housing System Navigators may assist Applicants with gathering the necessary documentation needed to complete formal housing applications. Families and people experiencing chronic homelessness who require navigation support and are not already linked to an Outreach Worker or Case Manager able to provide this level of support will be matched to a Housing System Navigator as capacity allows. Hub: Lead agency within a service planning area.


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Inactive: A client is considered inactive if there has been no contact for at least 90 days. Intake: Recordation of basic client data into a database upon entry into a program (e.g., capturing and loading required data to HMIS upon entry to emergency shelter). Interim Housing: Sometimes referred to as “bridge housing”; temporary housing including emergency shelters, safe havens, transitional housing, and short-term hotel or motel vouchers. Provides temporary shelter during transition to permanent housing. Lost Housing: Client/Household has completed the Assessed, Document Ready, Matched, and Housed stages. Household was permanently housed and lost housing. Matched: Client/Household has completed the Assessed and Document Ready Stages. Household has been matched to a housing opportunity (PSH, RRH, or HCV). Eligibility still being confirmed by housing provider, and agency is working with them to obtain permanent housing. Outreach Worker: Outreach Workers assist the Applicant in accessing the CES, including assisting the Applicant in getting to a drop-in center to complete a Standardized Housing Assessment. Outreach workers may also be Skilled Assessors. Once a housing option is identified, Outreach Workers may serve as a secondary contact between Agencies and Applicants. Outreach Workers may assist Applicants with gathering the necessary documentation needed to complete formal housing applications. Permanent Housing: Housing that is governed by a lease with no limits on length of stay. In terms of housing placement goals, the permanent housing category includes permanent supportive housing, rental by client (no ongoing subsidy), owned by client (no ongoing subsidy), rental by client (with ongoing housing subsidy), owned by client (with ongoing housing subsidy), and staying or living with family or friends (permanent tenure). Permanent Supportive Housing: Affordable housing where the tenant pays no more than 30 to 40 percent of their income for housing costs. The tenants have a lease and there is an indefinite length of stay as long as the tenant complies with lease requirements. Tenants should have easy access to a comprehensive array of individualized and flexible services, either on-site or in proximity to the housing site, that are designed to assist tenants in sustaining stability and productive lives in the community. Procedure Review Committee (PRC): This committee serves in a planning and design capacity, as a policy review and recommendation group, and as the appeals committee for CES. Rapid Re-Housing: Promptly housing individuals or families who become homeless, often through temporary assistance to obtain and retain housing.


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Service Coordination: the activity of identifying and arranging for the provision of mainstream, community-based services and resources for the tenants within a given building or project. These services are supplementary to the core case management and housing support services of a permanent supportive housing project. Service Planning Area (SPA): A geographic region within Orange County. In Orange County there are 3 SPAs (North, Central, South). These distinct regions allow for targeted service provision and resource allocation to area residents. SSDI (Social Security Disability Income): Cash benefits for people with disabilities who have made payroll contributions to the federal social security program while they were employed. SSI (Supplemental Security Income): Federal cash benefits for people aged 65 and over, the blind or disabled. Benefits are based upon income and living arrangement. Successful Destinations: People who are placed in emergency shelter, including hotel/motel with emergency shelter voucher, transitional housing, permanent supportive housing, substance abuse treatment facility or detox center, rental by client (no ongoing subsidy), owned by client (no ongoing subsidy), hotel or motel paid by client, safe haven, rental by client (with ongoing housing subsidy), owned by client (with ongoing housing subsidy), staying or living with family or friends (permanent tenure), and deceased. System Coordination – Matchers: A System Coordination Matcher utilizes HMIS to review assessments and send appropriate matches to housing providers with vacancies and in need of referrals. The matching entity reviews the response to the referral and will connect the individual to subsequent housing options as needed. Transitional Housing: Time-limited housing meant to help homeless people access permanent housing, usually within two years, through the provision of intensive supportive services. Warm Hand-Off: The transfer of a client from one provider to another, typically with a face-to-face introduction, to confer the trust and rapport the client has developed to the new provider. In homeless services, such transfers often occur between outreach workers and interim housing providers and between emergency shelter case managers and permanent supportive housing service coordinators. Many clinicians report that this face-to-face introduction helps ensure that the next appointment will be kept.

Unincorporated

Irvine

Anaheim

Orange

Santa Ana

Fullerton

Brea

Newport Beach

Yorba Linda

Tustin

Lake Forest

San Clemente

Costa Mesa

Garden Grove

Seal Beach

La Habra

Cypress

Huntington Beach

Mission Viejo

Laguna Niguel

Buena Park

Westminster

Placentia

San Juan Capistrano

Aliso Viejo

Laguna Beach

Fountain Valley

Dana Point

Rancho Santa Margarita

Laguna Hills

Stanton Los Alamitos

Villa Park

Laguna Woods

La Palma

RegionNorth RegionCentral RegionSouth Region

SERVICE PLANNING AREAS

Health Policy Research and Communication, May 2017

Cities of South RegionALISO VIEJOCOTO DE CAZA CDPDANA POINTIRVINELADERA RANCH CDPLAGUNA BEACHLAGUNA HILLSLAGUNA NIGUELLAGUNA WOODSLAKE FORESTLAS FLORES CDPMISSION VIEJORANCHO SANTA MARGARITASAN CLEMENTESAN JUAN CAPISTRANO

Cities of Central RegionCOSTA MESAFOUNTAIN VALLEYGARDEN GROVEHUNTINGTON BEACHMIDWAY CITY CDPNEWPORT BEACHNORTH TUSTIN CDPSANTA ANASEAL BEACHTUSTINWESTMINSTER

Cities of North RegionANAHEIMBREABUENA PARKCYPRESSFULLERTONLA HABRALA PALMALOS ALAMITOSORANGEPLACENTIAROSSMOOR CDPSTANTONVILLA PARKYORBA LINDA

Appendix A

N N N N N N N N N N N N N

Agency Individu

als

Families

Veterans

Youth

Behavioral Health

Walk In / Appt Needed / Mobile

Outreach Phone Address Orange Co

unty

Anaheim

Brea

Buen

a Park

Cypress

Fullerton

La Habra

La Palma

Los A

lamito

s

Orange

Placen

tia

Stanton

Villa Park

Yorba Lind

a

1736 Family Crisis Center x All M‐F 8am‐4pm 323‐365‐8032888 Santa Ana BlvdSanta Ana, CA 92705 x

American Family Housing x x x x x All M‐F 8:30am‐5pm 714‐897‐3221 x12415161 Jackson StreetMidway City, CA 92655 x x x

City Net x x x x xMobile Outreach Varies Varies 949‐735‐7041

1202 17th Street, #104Santa Ana, CA 92705 x x x x

Colette's Children's Home x x All M‐F 8:30am‐5pm 714 596 13807372 Prince Drive

Huntington Beach, CA 92647 x

Families Forward x

Appt Needed/Mobile

OutreachM‐Th

9am‐5pmF

9am‐1pm 949‐379‐81428 Thomas

Irvine, CA 92618 x

First Light International x x x x xWalk In/Mobile

Outreach Varies Vaires 714‐213‐9879101 E. Orangethorpe Ave.

Anaheim, CA 92801 x

Friendship Shelter x x x x All Varies Varies 949‐494‐69281335 S. Coast HighwayLaguna Beach, CA 92651 x

HCA, BHS Outreach & Engagement x x x x x All M‐F 8am‐5pm 714‐834‐8348

1725 W. 17th StreetSanta Ana, CA 92706 x

Illumination Foundation x x x x x All M‐F 9am‐5pm 317‐459‐89757855 Katella AveStanton, CA 90680 x

Mercy House x x x x x All M‐F 9am‐5pm 714‐836‐7188 x1451505 E. 17th Street, Suite 221

Santa Ana, CA 92705 x

Pathways of Hope x x Appt Needed M‐F 9am‐5pmDirect Staff Line: 714‐680‐3691 x203

Intake Line: is 714‐515‐7177514 W. Amerige Ave. Fullerton, CA 92831 x

SPIN x Appt Needed M‐F 8:30am‐5pm

714‐751‐1101 x17 714‐751‐1101 x14 714‐751‐1101 x11

151 Kalmus Dr, H‐2 Costa Mesa, CA 92626 x

US Vets x Walk In M‐F 8am‐4:30pm (657) 400‐1340 7077 Orangewood Ave., Suite 200

Garden Grove, CA 92841 x

VA CRRC x x xWalk In/Mobile

Outreach M‐F 8am‐4pm 714‐568‐9811888 W. Santa Ana Blvd, Ste 150


VOALA x Walk in M‐F 8am‐4:30pm 714‐426‐98342100 N Broadway #300 Santa Ana, CA 92706 x

Days/Hours of Operation

NORTH SPAPopulation Served Hours of Operation Contact Information Cities Served

Appendix B

C C C C C C C C C

Agency Individu

als

Families

Veterans

Youth

Behavioral Health



unty

Costa Mesa

Foun

tain Valley

Garde

n Grove

Hun

tington

Beach

New

port Beach

Santa An

a

Seal Beach

Tustin

Westm

inister


American Family Housing x x x x x All M‐F 8:30am‐5pm 714‐897‐3221 x12415161 Jackson StreetMidway City, CA 92655 x x x x

City of Costa Mesa x x x x xMobile Outreach Varies Varies 714‐925‐4914

MobileOutreach x

City Net x x x x xMobile Outreach Varies Varies 949‐735‐7041

1202 17th Street, #104Santa Ana, CA 92705 x x



Families Forward x

Appt Needed/Mobile

OutreachM‐Th

9am‐5pmF

9am‐1pm 949‐379‐81428 Thomas

Irvine, CA 92618 x



Anaheim, CA 92801 x




Huntington Beach PD x x x x x

Appt Needed (Walk Ins

Tuesdays 1‐3pm) Varies Varies 714‐536‐5576200 Main Street





Newport Beach PD x x x x xMobile Outreach T‐F 8am‐6pm 949‐413‐7865

870 Santa BarbaraNewport Beach, CA 92660 x




714‐751‐1101 x17 714‐751‐1101 x14 714‐751‐1101 x11









CENTRAL SPAPopulation Served Hours of Operation Contact Information Cities Served

Appendix B

S S S S S S S S S S S

Agency Individu

als

Families

Veterans

Youth

Behavioral Health



unty

Aliso

Viejo

Dana

Point

Irvine

Laguna

Beach

Lagunal N

igue

l

Laguna

Woo

ds

Lake Forest

Mission

Viejo

RSM

San Clem

ente

San Juan

Cap

istran

o




Families Forward x

Appt Needed/Mobile

OutreachM‐Th

9am‐5pmF

9am‐1pm 949‐379‐81428 Thomas

Irvine, CA 92618 x

Family Assistance Ministries x x xWalk In/ Mobile

OutreachM‐Th

9am‐5pmF

9am‐12pm 949‐492‐84771030 Calle Negocio

San Clemente x x x x x x x x x



Anaheim, CA 92801 x




HLO Lake Forest x x x x xMobile Outreach Varies Varies 949‐461‐3533

MobileOutreach x






South County Outreach xWalk In/Appt

Needed M‐F 9am‐3:30pm 949‐380‐8144 x2157 Whatney, Suite BIrvine, CA 92618 x x x x x x x x x x x


714‐751‐1101 x17 714‐751‐1101 x14 714‐751‐1101 x11









SOUTH SPAPopulation Served Hours of Operation Contact Information Cities Served

Appendix B

Orange County Coordinated Entry System Policy …...Orange County Policy and Procedure Guide, Draft 1 P a g e 2 | 20 11/29/2017 12:11 PM Coordinated Entry System Overview What is Coordinated

Documents