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1. Getting Around in ServicePoint

1.1. Enter Data As

All ServicePoint users are attached to one provider that serves as their default provider. Many users enter data for multiple projects, while some only enter data for one.

USERS WHO ONLY ENTER DATA FOR ONE PROJECT: The users that enter data for only one project are generally attached to that provider so that they do not need to click Enter Data As.

USERS WHO ENTER DATA FOR MULTIPLE PROJECTS: The users that enter data for multiple projects must pay close attention to which project they are entering data as so that the data entered gets saved to the correct project.

USERS WHO ARE ATTACHED TO A PARENT PROVIDER: Some users (usually Agency Administrators) must click Enter Data As upon every login because they are attached to a parent provider, or a grouping of multiple related projects. If a user set up in this way tries to enter a household without EDA'ing, their Summary tab will remind them to EDA so that they don't go further.

USERS WHO ARE ATTACHED TO ONE OF THE PROJECTS THEY ENTER DATA FOR: The users that are attached to one of the projects that they enter data for will sometimes have to click Enter Data As and sometimes remain under their default project for entering data.

It is important to know how you are set up so that you can always be sure that you entering data under the correct project.

HOW DOES A USER KNOW HOW THEY ARE SET UP?

Log into ServicePoint. Look at the top left under "Ohio Development Services Agency". The provider listed there is your default provider. If you only enter data for one project and that project is listed under "Ohio Development Services Agency", then you do not need to click Enter Data As before entering data. If you enter data for multiple projects, and the provider listed under "Ohio Development Services Agency" does not have an abbreviation at the end (or a string of abbreviations) like "ES" or "PSH" or "RRH" or similar, then you are attached to a parent provider and should ALWAYS be clicking Enter Data As. If you enter data for multiple projects and the provider listed under "Ohio Development Services Agency" is one of the projects that you enter data for, then you only need to use Enter Data As when you are entering data for a different project besides your default.

HOW DO I USE "ENTER DATA AS"?

The Enter Data As link is located in the top right corner of your screen once you are logged into ServicePoint. Once you click this link, you will see a list of projects that you have permissions to enter data as. Click the plus sign and notice the link that appears next to the "Enter Data As" link. If you cannot read it all, you can hover your mouse over it and the entire project name will show.

In order to revert back to your default provider, you can simply click the name of your Enter Data As provider and it will disappear. You will then be "entering data as" your default provider.

1.2. Dashboard

We recommend not using the Dashboard reports from ART for a couple reasons. The first is system performance upon login. When you log in, the first thing that happens is your Dashboard reports all run at the same time. Until they are done, your system lags and sometimes it causes unexpected behavior in the software.

The other reason is it does not handle version control well. If you set up one version of the APR on your Dashboard and then that APR gets upgraded, you can continue to run the old version of the APR on your Dashboard without ever knowing there is a new version available. This happens even though we remove the old version from the Dashboard folder.

2. Workflows

2.1. SSVF Workflow


2.2. PATH Workflow

Video Workflow

2.3. RHY Workflow

Video Workflow

2.4. Unsheltered Clients - OUTREACH


2.5. Coordinated Entry Workflow

Task Steps
1 Login a. In your web browser go to https://sp5.servicept.com/odod
b. Enter username and password.
c. Check that you are entering data as the correct provider.  If not, click Enter Data As and pick the correct provider.
d. Check System & Agency News (Home Page Dashboard) for important updates.
2 Create Client Profile a. Click ClientPoint in the left sidebar.
b. Search for the client in the database. If no matches, add in the Name Data Quality, SSN, SSN Data Quality, and Veteran Status, and click Add Client With This Information . If there is a match, select the client.
c. Write Client ID on folder. 
3 Household/Single    
A. If Client already exists in HMIS a. If the client is a single, skip to Step 4. If the client is in a household, check in the list of households in the Households dashlet on the Summary tab to be sure there is a household listed that matches exactly . If there is, skip to Step 4. If not, click Start New Household and skip to Step 3B.
B. If new client is part of a Household a. Click Add Client and Add NEW Household
b. Select the appropriate Household Type. To add additional members of the household; stay in the household window, search and add each member, in turn, including their Name Data Quality, SSN and SSN Data Quality, and Veteran Status. Click Continue when done.
c. Select the Head of Household, identify other client Relationships, and make the Joined Household Date to be their Entry Date. Click Save and Exit.
C. If new client is an individual a. Click Add Client Only .
4 ROI (Release of Information) a. Click the Summary tab, and find the ROI dashlet.
b. Click Add ROI . Check all household members.
c. Release Granted = "Yes". 
d. Start Date should be the Entry Date. End Date should be set to a year out from the Entry Date. 
e. Set the Documentation to "Signed Statement from Client". Save .
5 Referrals a. See attached "Step 5: Add or Close Referrals" guide to manage referrals.
6  Enter Client into your program.                                  a. On the Summary tab, find the Entry/Exit dashlet and click Add Entry/Exit .
b. Check all household members. Select the correct Entry/Exit type for your project (HUD, VA, PATH or RHY). For ES, TH, and SH enter the date the client physically moved into the facility. For PSH, RRH, and HP, enter the date the client was accepted into the program (all paperwork was in, client agreed, everything signed). Click Save & Continue
c. Fill in the assessment, answering all questions as necessary. Click the next member of the household from Household Members list in the left sidebar. Fill in their assessments in turn, until all household members have their assessments completed and saved.
d. If the client came to your project with a paper VI-SPDAT that needs to be entered or needs to be assessed immediately, go to Select an Assessment. If the client is a single adult 25 or over, choose VI-SPDAT 2.0 .  If the client is in a household, choose the VI-FSPDAT 2.0 and only complete while on the head of household. If the client is under 25 (as a single), choose the TAY VI-SPDAT 2.0 . Click Add and answer the subassessment. Click Save and Exit.
e. If the client is a veteran, and you are trained on completing the Homeless Vet Assessment, go to Select an Assessment and complete it. If you are not trained on completing that assessment, be sure the veteran is referred to your local SSVF provider for assistance.
f. Once all the assessments are complete, click Save & Exit which will return to the Summary tab.
The client Entry is completed.  The remaining workflow is for changes or updates during enrollment and/or subsequent Exit.

Enter Interim Reviews, Updates, or subsequent VI-SPDATs a. Click the Entry / Exit tab.
b. Click on the Interims button next to the Entry/Exit.
c. Click Add Interim Review . Check all household members. Select Interim Review Type. Click Save & Continue . This will make the interim assessment appear.
 7 d. If you are updating anything in the Update assessment, review the assessment information, making any necessary changes. Click Save and then in left sidebar, click the next member of the household and continue until all household members have their assessments completed and saved. If you are entering a VI-SPDAT, from the Head of Household's record, click in the Select an Assessment area and find the appropriate VI-SPDAT. Click Add and save the data.
  e. After filling in the last household member's assessment, click Save & Exit which will return to the Summary tab.

Complete Service Transactions a. On the Summary Tab, find the Services dashlet.
 8 b. Click the Add Multiple Services button.
  c. Make sure only the Head of Household is checked and complete form, including Add Funding Source button (for financial services). Click Add another if more services need to be entered.  Once all services are entered, click Save.
9
 Exit Client (after program completion or exit) a. On the Summary tab, find the Entry/Exit dashlet. Click the appropriate Exit pencil.
b. Fill in the Exit data and click Save and Continue .
c. Fill in the first household member's Exit Assessment.
d. Click Save if there are more household members, or Save and Exit if this was the only or last household member.
e. If you're exiting a household, go through the household by clicking the client names in the left sidebar, updating each assessment in turn. Click Save and Exit .
f. Once all the data for all the household members are updated through the Exit dialog box, can click Save and Exit .
g. If this client has any Open Outstanding Referrals that need to be closed, follow the instructions in the "Step 5: Add or Close Referrals" guide. 



Step 5: Add or close referrals

This is only Step 5 of the Coordinated Entry workflow. If you are the referring provider and are referring to a non-HMIS provider you may be expected to Add the referral and also close it in HMIS when it has been completed.

Adding a Referral

  1. On the Head of Household’s Summary tab, in the Outstanding Outgoing Referrals dashlet, click on Add Referral. You can also access it from the Service Transactions Tab under the Referrals tab.
  2. You do NOT need to select any household members. Be sure you are in the Head of Household’s record before continuing.
  3. Select any needed services from the Service Code Quick List and click Add Terms.
  4. If the receiving provider is listed in the Provider Quick List, you can select the provider, click Add Provider, and skip to Step 5. If the receiving provider is not listed in the Provider Quick List, you will search for the provider under “Refine Provider Search Criteria”.
    1. Enter any geographical information pertaining to where the receiving provider is using the County field or other fields as necessary.
    2. Review the “Search Results” for any providers that offer services needed in the geography specified.
    3. Use  to select.
  5. Under “Refer to Provider”, record the date, choose your household type in Referral Ranking, ranking VI-SPDAT score, Projected Follow-up Date , and Follow-Up User (you or someone from your agency).
  6. Make sure that all checkboxes for all the Needs that you Identified and that they are assigned to the correct providers.
  7. Click Save All.


Closing a Referral

  1. Click on the Referral, either in the Follow-Up list, the Counts report, the Referrals report, the Outstanding Incoming Referrals report dashlet, or in the Service Transactions Tab.
  2. Select a “Referral Outcome” to indicate if the referral was Accepted, Declined or Cancelled
  3. Select a “Follow Up Made” status and enter a “Completed Follow Up Date” to indicate when and how the referral was followed up on.
  4. Select a “Need Status”, and “Outcome of Need”
  5. Click on Save & Exit.

2.6. Diversion Workflow 2019 - Service Transaction Model

Diversion 2.0 HMIS Workflow (using Service Transactions)
for Ohio Balance of State Providers
 
Task   Steps



1. Login  

a. In your web browser go to https://sp5.servicept.com/odod 

b. Enter username and password.

c. This workflow is ONLY for clients who have been DIVERTED and did not enter the homeless system.

d. Click Enter Data As and pick the Access Point (AP) provider for your agency.

e. Check System & Agency News (Home Page Dashboard) for important updates.
2. Create Client Profile

a. Click ClientPoint in the left sidebar. 

b. Search for the head of household in the database. If no one matches, add in the Name Data Quality, SSN, SSN Data Quality, and Veteran Status, and click Add Client With This Information. If there is a match, select (🖉) the client. Do not create a household or add household members.

c. Write Client ID on form. 
3. ROI    

a. Click Add ROI in the ROI dashlet.

b. Release Granted = "Yes"

c. Start Date should be the same as the date of Diversion. End Date should be set to a year out from the Start Date. 

d. Set the Documentation to "Signed Statement from Client" or "Verbal Consent."  Click Save Release of Information. 
4. Record the Diversion Service Transaction

a. Click Add Service from the Services dashlet.  (You must use Add Service, not Add Multiple Services)

b. Select "Homeless Diversion Programs" for Service Type.

c. In the Provider Specific Service, select the service that was provided to assist the client in being diverted.

d. Click Save & Continue to open the rest of the Service Transaction worksheet. 

e. Fill in the Date of Birth and Type, Number in Household (total persons), Race, Ethnicity, Gender, Residence Prior, and Destination fields.

f. Skip down to Need Information and select Need Status = "Closed" and Outcome of Need = "Fully Met"

g. Click Save & Exit to save the Diversion.



2.7. Anonymous Clients

This new Anonymous Workflow (as of June 2018) for making anonymous client entries into HMIS which replaces using the ‘Add Anonymous Client’ button on the ClientPoint screen (please don't use the 'Add Anonymous Client' button anymore).  When you have clients who have declined consent to have their name and other Personally Identifying Information (PII) entered into HMIS you will use this new workflow.


This workflow replaces steps 2. Create Client Profile and 3. Single/Household steps in the Coordinated Entry or Unsheltered workflows as a way to searching for and/or create client records, and eliminates step 4. ROI.  After using the Anonymous workflow, you will then switch back to the rest of the Coordinated Entry or Unsheltered workflow, moving through the steps for creating an Entry/Exit, Creating or Accepting Referrals, recording an Interim, or whatever is relevant for your place in Coordinated Entry.

 

Additionally, there is a change to the way that you enter Date of Birth, Race, Ethnicity, and Gender in the assessment data after creating the Project Start/Entry found either step 6. Enter Client into your program in the Coordinated Entry workflow or step 6. Entry/Exit of the Unsheltered Workflow.


Anonymous Client Entry


Create Client

3 Household

(Client Search)

Click ClientPoint in the left sidebar

Type Anonymous for the ‘First Name’ and Anonymous for the ‘Last Name’ and select Client Refused for ‘Name Data Quality’

Leave the ‘Social Security Number’ field blank and select Client Refused for ‘Social Security Number Data Quality’

Select Yes or No for ‘US Military Veteran?’

Click Search

Click Add New Client With This Information

Is the client part of a Household?

Click Add Client and Add NEW Household

Select the ‘Household Type’

For the next person in the household

Type Anonymous for ‘First Name’ and Anonymous for ‘Last Name’ and select Client Refused for ‘Name Data Quality’

Leave ‘Social Security Number’ field blank and select Client Refused for ‘Social Security Number Data Quality’

Select Yes or No for ‘US Military Veteran?’

Click Search

Click Add Client With This Information

Click OK

For the remaining household members

Click Add Client With This Information

Click OK

Click Continue when done adding household members

In the second Household Information window, set the ‘Head of Household’ to Yes for one client, identify other client Relationships to the Head of Household, and make the ‘Joined Household Date’ match their Project Start/Entry Date. 

Click Save and Exit.

Click on the Summary Tab

Is the client Single?

Click Add Client ONLY


4 ROI

You won't record an ROI since no Personally Identifying Information (PII) data will go into HMIS.


6 Add Entry/Exit (Project Start)

(Client Profile/Summary)

Click Add Entry/Exit from the Entry/Exit dashlet on the Summary Tab.

In the Household Member area check the correct Household, or if client is single skip this area

In the Project Start  Data, check that you are entering data as the correct provider.  If not, Cancel, click Enter Data As and pick the correct provider, re-open the client then start this step again

Choose the Project Type (HUD, VA, Standard, PATH, RHY, HOPWA) and input the Entry/Start Date.

For ES, TH, and SH projects choose HUD and then enter the date the client physically moved into the project

For PSH, RRH, and HP projects choose HUD (or VA for SSVF,GPD,HCHV) then enter the date the client was accepted into the program (all paperwork was in, client agreed, everything signed…).

For HOPWA choose HUD and enter the date per the HOWPA guidelines

For RHY choose RHY and enter the date per the RHY guidelines

For the Unsheltered Clients –Outreach project, choose Standard and then use the date of first contact with the client, whether in a place not meant for habitation or at an access point but the client is going to stay in a place not meant for habitation.

Click Save & Continue


Special Data Entry Rules

For Date of Birth use the following table:


Under 18: use the Project Start/Entry Date and subtract 10 from year

18-24: use the Project Start/Entry Date and subtract 18 from the year

25-64: use the Project Start/Entry Date and subtract 25 from the year

65+: use the Project Start/Entry Date and subtract 65 from the year


(If you need help calculating the correct date, use https://www.timeanddate.com/date/dateadd.html, set the start date to the clients project start/entry date then click Subtract and put in the numbers of years to subtract from the list above, click Calculate New Date and then use the Result Date for the clients Date of Birth in HMIS.)


Set the ‘Date of Birth Data Quality’ to Approximate or Partial DOB Reported

Set the ‘Primary Race’ to Client Refused

Skip ‘Second Race’ and ‘Third Race’

Set the ‘Ethnicity’ to Client Refused

Set the ‘Gender’ to Client Refused

 

 

Enter the rest of the assessment questions as Client Refused for each client and click Save & Exit when finished


2.8. YHDP Workflow




YHDP projects follow the Coordinated Workflow. There is one additional step, which is adding Goals for Household necessities, Education and Employment.

To create a Goal:

  1. Navigate to the Case Plans tab to the right of the Summary tab.
  2. Click Add Goal.
  3. Date Goal was Set will default to the current date. If you need to adjust the date, type in the correct date or click the calendar icon to select the correct date.
  4. Select the correct Classification (Household necessities, Education or Employment).
  5. Select the appropriate Type for the Classification.
  6. Any pertinent narrative info can be entered into the Goal Description box.
  7. Select a Target Date for completion.
  8. Overall Status should be Identified or In progress until the Goal is completed.
  9. If you want the Goal to show up on your home screen for follow up, select a Projected Follow Up Date and identify yourself as the Follow Up User.
  10. Click Add Goal.

To follow up on a Goal:

  1. Navigate to the Case Plans tab to the right of the Summary tab.
  2. Click the edit pencil to the left of the Goal.
  3. Update the Overall Status if there has been a change.
  4. Select Yes or No for Follow Up Made.
  5. Enter the Completed Follow Up Date.
  6. Select the Outcome at Follow Up.
  7. If further follow up is needed, you can enter a new Projected Follow Up Date.
  8. Click Save & Exit.

To close a Goal.

  1. Navigate to the Case Plans tab to the right of the Summary tab.
  2. Click the edit pencil to the left of the Goal.
  3. Change the Overall Status to Closed.
  4. Select the appropriate response for If closed, Outcome.
  5. If the outcome is Partially achieved, select the appropriate percentage under If Partially Complete, Percent Complete.
  6. Enter the date the Goal was closed.
  7. If you have a Projected Follow Up Date, make sure the follow up information is entered or the client will continue to show up on your home screen as Past Due.
  8. Click Save & Exit.




2.9. Referral Guidance

2.10. Add or Close Referral

2.11. Coronavirus (COVID-19) Screening Tool


You can find the Coronavirus (COVID-19) Screening Tool on the Forms page of the HMIS website.



1. Login

a. In your web browser go to https://sp5.servicept.com/odod 

b. Enter username and password.

c. Click Enter Data As and pick the Access Point (AP) provider for your agency.

d. Check System & Agency News (Home Page Dashboard) for important updates.
2. Create Client Profile / Household

a. Click ClientPoint in the left sidebar. 

b. Search for the head of household in the database. If no one matches, add in the Name Data Quality, SSN, SSN Data Quality, and Veteran Status, and click Add Client With This Information. If there is a match, select (🖉) the client. if this is a household create a household and add all household members.

c. Write Client ID(s) on form. 
3. ROI

a. Click Add ROI in the ROI dashlet.

b. Release Granted = "Yes"

c. Start Date should be the same as the date of first official contact with client(s) where data was collected and consent was given. End Date should be set to a year out from the Start Date. 

d. Set the Documentation to "Signed Statement from Client" or "Verbal Consent." Click Save Release of Information. 
4. Fill in the COVID-19 related assessment responses

a. From the Summary Tab scroll down to the COVID-19 assessment section and fill in the responses based on the answers received from the Coronavirus (COVID-19) Screening Tool.

b. Click Save at the bottom.

c. If there are multiple people in the household click the next name in the Household box at the top of the Summary.

d. Repeat steps 4a through 4c for all persons in the household.

e. Click Save & Exit to save the Assessment or continue the Coordinated Entry process by entering a VI-SPDAT and/or creating referrals if needed.
5. Updating the COVID-19 assessment responses after follow-up screenings (via AP)

a. Click Enter Data As and pick the Access Point (AP) provider for your agency.

b. Click ClientPoint in the left sidebar. 

c. Enter the Client ID if single client, or the Head of Household's Client ID if family, and click Submit.

d. Repeat steps 4a through 4d and update any responses for each client with changes since the last screening.

e. Click Save & Exit when finished.
alternate method
5. Updating the COVID-19 assessment responses after follow-up screenings (via Interim Review)

a. Click Enter Data As and pick the ES, TH, or Outreach project where client or household has a project Entry.

b. Click ClientPoint in the left sidebar. 

c. Enter the Client ID if single client, or the Head of Household's Client ID if family, and click Submit.

d. Click the Entry/Exit Tab along the top.

e. Click the Interims (🗎) icon.

f. Click Add Interim Review.

g. Set the Interim Review Type as 'Update' and the Review Date to the date the new assessment. Click Save & Continue.

h. Starting with the first name in the Household Members list, update the 'COVID-19 Assessment Date' and any other COVID-19 related questions that have changed since the last assessment.

i. Click Save at the bottom and switch to the next household member and update their record accordingly. Repeat for each household member with changes.

j. Click Save & Exit when finished.

3. Bed Utilization

3.1. What is Bed Utilization?

To understand why the Bed and Unit Utilization Report is important, it is important to know about the Annual Homelessness Assessment Report (AHAR, aka the LSA), which is a report that HUD submits to Congress every year. All data that we upload to the AHAR comes from your HMIS data. HUD expects the data to fall within boundaries they consider reasonable. Any data that does not fit within their specifications causes an error and requires either a change to the data or an explanation. An area that typically causes great difficulties is HUD's expectation of Bed Utilization rates fall between 65% and 105%. Your Bed Utilization Rate gives an idea of how full your program is on a given night.

Bed Utilization:

Generally speaking, Bed Utilization is a measure of how many clients are being served as compared to the total number of beds reported on the Housing Inventory Chart (HIC).

If the Bed Utilization percentage is too high, either the number of beds reported on the HIC is low or you are perhaps not exiting your households from HMIS in a timely way or you are serving larger families than was anticipated.

If the Bed Utilization percentage is too low, your project either served fewer households than was anticipated, not all your households got entered into HMIS, or the number of beds reported on the HIC is too high. If you are unsure of which is the case, please contact the HMIS Department at COHHIO for help.

To check your data for accuracy, you should log into R minor elevated. (See below for how that works.)

Unit Utilization:

Unit Utilization is the average number of households who were served in your project, divided by the number of units reported on the HIC. In this calculation, a household can be a single individual or multiple family members and to get your total Unit Count, we add together the number of units reported for your family beds and the number of beds reported for your individual beds.

Unit Utilization is not currently used in any HUD reporting or in any CoC-level scoring or monitoring. This could change, however.

How it's all calculated:

Instead of measuring utilization only on the last Wednesday of each month, we are now counting bed nights* and dividing total bed nights served by total possible bed nights* served.

* A bed night is a single night in a bed.

Example A: Client A enters a shelter on May 1 and exits on May 5. They spent four nights in the shelter, so that was 4 bed nights from that client alone in the month of May for that shelter.

Example B: PSH Project A served 10 people every single night in the month of June. Each client was served 30 bed nights during that month, and since there were 10 clients, that PSH project served a total of 300 bed nights for the month of June.

* Total possible bed nights is calculated based on how many beds or units a project has x how many days are in the given month.

Example C: PSH Project B has 5 beds. That project's total possible bed nights for the month of April (which has 30 days in it) is 30 x 5, which is 150.

Example D: Using what we know from Example B of PSH Project A's total bed nights for the month of June, let's calculate what their bed utilization was for that month. They have 11 beds and June has 30 days so since 11 x 30 = 330 possible bed nights. Their bed utilization is bed nights (300) divided by possible bed nights (330), which is: 91%!

Please refer to the Bed Utilization guidance here for instructions on how to run and interpret the report.

4. Unsheltered Provider

4.1. Mission and Purpose of the Unsheltered Provider

Since the Ohio Balance of State is 80 counties and only 4 of these counties have Street Outreach providers, that leaves the bulk of the Balance of State without a way to count or track their outreach efforts to those unsheltered clients in our CoC. There are several goals that the Balance of State is aiming to achieve that will require that we consider and include the unsheltered in our planning. Here are those goals:

Ongoing outreach we know that, regardless of what goes into HMIS, homeless services agencies and case managers are doing outreach to unsheltered clients across the Balance of State. Many agencies report having successfully outreached to those living on the streets or in the woods and getting them sheltered or housed throughout the year. The outreach process is one that is made much easier with the use of HMIS, so adding a provider into which unsheltered clients can be entered so that outreach being done is coordinated with the area providers will help with that process.

Ending Veteran homelessness  we are currently using Google docs to merge HMIS clients with the unsheltered clients and track housing plans and outreach data. We will soon be moving this process to HMIS, where the Unsheltered provider will play a key role in helping communities to use HMIS to coordinate and house all veterans in the Balance of State.

Ending Chronic homelessness we have convened a workgroup to begin the process of ending Chronic homelessness. This group will determine how to use HMIS to help counties and regions coordinate with each other toward ending Chronic homelessness in the Balance of State.

The general aim of the Unsheltered provider is to help the CoC with outreaching to those most in need. In each process above, this provider plays a role in organizing information in such a way that those with the resources to help can find those households and individuals in need of it.


5. In Depth: Households

5.1. How to Enter Households So That Your Reporting Works

To be very clear: nothing in your HMIS workflow is changing with this guidance. It is still REQUIRED to create and use households for any grouping of multiple clients that enters your project. (You still do not need to create a household for a Single.)

Did you know that since late 2014 or so, all HUD and CoC custom reporting has been ignoring most of the data that is gathered from the Households mechanism in ServicePoint (see Figure 1)? It's true! That's not to say the Households data doesn't matter, because in the workflow, it is important as a way of pulling family members into a project stay. (See Figure 2.) But further than that, the Household ID, Household Type, the "Head of Household" yes/no field, the "Relationship" field found in Figure 1, the Joined Household Date none of that matters in your reporting. If it's helpful to your data entry in any way, then by all means keep using it. It can be useful just as a visual.

Figure 1: The Household ID, Type, Head of Household, and Relationship do not land in any reporting.


Figure 2: The Households you enter DO MATTER, though! Because when it's time to create a program stay for the household, that is how you are able to pull in all the household members.



If you're trying to fix a report in regards to household issues, you should look at four things (in this order):

  1. Date of Birth of all the clients in the program stay needs to be correct.
  2. All the clients that should be in the same program stay together are in the same program stay. (See Figure 2.)
  3. All the clients in the program stay have "Relationship to Head of Household" inside the Entry Assessment answered correctly. (See Figure 3.)
  4. None of the "Relationship to Head of Household" answers have conflicting answers with the same Effective Date/Time in the History bar. (See Figure 4.)



Figure 3: This is what matters in terms of how your households are being reported in the APR, your Data Quality report, the AHAR, SPMs, etc.


Figure 4: How to check for conflicting answers in Answer History.



5.2. How to Remove a Client from a Household During a Program Stay

Here are the steps for removing someone from the project while everyone else in the Household stays. You have to Exit them from the program first and then remove them from the Household:

Exit the Client from the Entry/Exit.

  1. Go to the client who is leaving
  2. Click the Exit Pencil from the Summary tab
  3. Only checkmark the person(s) who is/are exiting (the person you are on is checked already)
  4. Fill out the Exit Data, Reason for Leaving and Destination data that applies to the leaver(s)
  5. Click Save & Continue
  6. Fill out and Save any changes to the clients Exit Assessment (any changes that are not already recorded)

Remove the person from the Household.

  1. Go to a client who is staying
  2. Click the Household Pencil on the Summary tab
  3. Click the red circle for the person who is leaving
  4. Set the Date they left and click OK
  5. Click Save & Exit to return to the Summary tab

5.3. How to Add Household Members to Open Program Stay

Add Household Member(s) during Program Stay with differing Entry Date. 

When you need to add new household member(s) to an open program stay there are three things that have to be addressed before you can enter their assessment data.

You have to:

  • Edit the Household (or create a new one if originally Single) to include the new members (if it's not already correct)
  • Edit the Release of Information to include the new members
  • Update the Entry/Exit to include the new members and input their assessments

Edit the Household (if necessary)

You should go to the Head of Household record first, then from either the Summary tab or the Household tab:

  1. If the client is a single, click Start New Household, or if they are already in a household click the pencil next to the household you are adding to
  2. If this was a single and you are started a new household, select the Household Type at the top of the Add New Household window and then skip to Step 5
  3. If this is an existing household with additional clients joining, click the Add/Delete Household Members button (just below the name)
  4. Click the triangle (►) next to Add Clients to Household to open the Client Search
  5. Search for each new client coming into the household.  If they are in HMIS already, then click the green plus sign next to the client when you find them.  (This adds them to the Selected Clients list). If they are new to HMIS then you can 'Add Client With this Information' after you search for them.  This will create a record for them and add them to the Selected Clients list at the bottom (Selected Clients is the list of clients you are adding to the household.)
  6. When you have finished adding all the clients that are coming in together (they should all be in that Selected Clients list) then click Continue.
  7. This takes you to the second screen in the Households module. From here you may need to change the Household Type and assign the relationships for the new household members.  Set their Joined Household date to the date they entered the program if it's not today. If it's a newborn, the Joined Household date will be the baby's birth date. Either way, it will be different than the Head of Household's Joined Household date.
  8. Click Save & Exit.

Edit the Release of Information

  1. Create a New ROI for the whole new household starting from the date the new members joined the household

Update the Entry/Exit

  1. Make sure you are on the Head of Household record, click the Edit Entry pencil from the relevant Entry/Exit
  2. Click the Include Additional Household Members button
  3. Checkmark the household line (which will automatically checkmark any new members)
  4. Click Continue.
  5. Click Save and Continue without changing the Entry Date.
  6. At the top of the Entry/Exit Data window, click the pencil next to the new person's Project Start Date then un-check anyone who isn't part of the new entry date, change the Project Start Date to the newer date and click Save & Continue.  (If a newborn, it will be the date the baby came home.)
  7. From here you can work on each family member's assessment using the Household Member list down on the left side to switch between members. The HMIS software will properly track the dates based on each person's Entry Date as you switch to them.
  8. Be sure each household member has the correct "Relationship to Head of Household" in the assessment. Click Save and Exit.
  9. Check each member of the household to be sure they don't have duplicate Entry Exits. If you do see any extra Entry Exits that need to be deleted, go to the Entry Exit tab (see the tabs across the top) and delete the Entry Exit that is not connected to the rest of the household.

Do not go to each new household member from the Client Profile or Summary Tab and click Add Entry/Exit for any family member separately to create an entry/assessment, this will cause the new members to have split program entries from the rest of the family.

If you come back later to make any changes to the entry assessments (via the pencil), be mindful that you only have persons checked whose Entry Date is the same date as the person whose record you are sitting on when you click the Entry pencil.  Just uncheck the other members if they are checked.  Otherwise the software will change everyone's Entry Date to match the person's you are on and undo the separate date for the late joiners.  Once you get into the assessment you will still be able to edit anyone in the household and the software will still maintain the each person's proper Entry Date.

6. In Depth: Entry Exits

6.1. How to Delete a Program Stay (or Entry/Exit)

To delete an Entry/Exit, follow these steps:

  1. Click ClientPoint, enter the Client ID, click Search.
  2. Click the Entry Exit tab.
  3. Decide which Entry Exit should be deleted. If you are not sure, please send in a ticket to hmis@cohhio.org.
  4. Click the trash can next to the Entry Exit that should be deleted.
  5. IMPORTANT: If there were other household members included in that Entry Exit, click the "Switch to another Household Member" dropdown, choose the next household member, and click Submit.
  6. Repeat steps 3 - 5 until the program stay is deleted from all household members.

screenshot

6.2. How to Delete an Exit

Deleting an Exit from a Client's Record

It is finally here!!!! The ability to delete Exits is now a feature within ServicePoint.  You no longer have to delete and recreate the entry after accidentally exiting a client from your program.

How to Delete an Exit:

  1. Search for the client's record in ClientPoint.
  2. Go to the Entry/Exit dashlet on the Summary Tab of the record.
  3. Click the edit pencil for the Exit date to be deleted. The Edit Exit Data window will appear.
  4. Click the trash can icon located next to the client's name.
  5. Follow steps 2 – 4 for each household member (if applicable).

Note: If a user attempts to delete an Exit for a program stay for which there is a Followup Review saved, the following Alert window will appear. To complete the deletion, the user must first delete the Followup, and then complete steps 2-5 above.

 

This function cannot be performed on any program stays that belong to other projects. If a client has an incorrect exit date from another project, please contact us at hmis@cohhio.org to have it resolved.

If you have any questions or comments, please give us a call or email us at hmis@cohhio.org.

6.3. How to Answer Destination when Destination Data Not Obtained

For clients who exit a program without having had contact with staff at exit regarding their destination and their destination is unknown to staff, HMIS data entry personnel must choose "No exit interview completed (HUD)" or "Data not collected (HUD)" for Destination. Both answers mean the same thing!
 
As always, when staff does know the client's destination, whether through an exit interviewor otherwise, they should select that destination out of the list of destinations in the dropdown.
 
 

6.4. Destinations to Family or Friends (Temp vs Permanent)

Download the attached document.

6.5. Overlapping Project Stays Between RRH and PSH Projects

RRH – PSH Overlapping Project Stays

Permanent Supportive Housing (PSH) and Rapid Re-Housing (RRH) are both considered permanent housing project types and as such, a single household would normally be prioritized for either RRH or PSH. On rare occasions, a household may need to be served in both RRH and PSH. Recording this kind of scenario in HMIS is tricky because even though it is allowed, we do not want the data to incorrectly make it appear as if a household was served with duplicative resources. For more information, please check the Ohio Balance of State training and guidance about Rapid Rehousing and Permanent Supportive Housing.

End users should keep the following in mind when thinking about how to record Entry, Move-In, and Exit Dates in HMIS for households served by both RRH and PSH:

1.       There should only be one Move-In Date between a project stay’s Entry and Exit Dates.

2.       A Move-In Date should only fall within one project stay’s Entry and Exit Dates.

3.       When a Move-In Date = the Exit Date, it will count as being “between” a project stay’s Entry and Exit Dates.

Following are some example scenarios that outline how to manage HMIS data entry for households served by both RRH and PSH.

Scenario 1: Household prioritized for PSH is moving into an RRH unit until the PSH unit becomes available.

April 2, 2020: household is prioritized for and accepted into PSH, but a PSH unit isn’t available until July

April 15, 2020: household moves into a RRH unit because their medical needs are so great and they cannot find the temporary housing they need until July

July 1, 2020: the PSH unit becomes available, lease is signed

July 15, 2020: household moves into the PSH unit

Table 1 shows how the entry and exits dates for the RRH and PSH projects should be recorded in HMIS for Scenario #1:

Project

Entry Date

Move In Date

Exit Date

RRH

4/2/2020

4/15/2020

7/14/2020

PSH

7/15/2020

7/15/2020

?

Table 1

Note that the Entry – Exit date range does not overlap with the PSH’s Entry – Exit date range. This is necessary because PSH and RRH are both permanent housing project types, and any overlaps will be read as serving the same household with redundant services. Any overlap of Move-In Date – Exit Dates in PH project types would indicate a household was sleeping in two places at once, which is not possible.

The RRH’s Exit Date must be the Move-In Date – 1 day because the Move-In Date of the PSH project must fall outside the RRH’s Entry – Exit date range.

This workflow will throw Data Quality warnings because the PSH Entry Date = the Move-In Date, but that is ok. Warnings are meant to flag unusual situations, and this should be an unusual situation. In this case, there is no need to correct anything based on the warning.

 

Table 2 provides general guidance about how entry, exit, and move-in dates should be determined and recorded in HMIS when clients are served by both RRH and PSH projects in Scenario 1:

Project

Entry Date

Move In Date

Exit Date

RRH

Date the HH accepted to the RRH project

Date the HH literally moved into the RRH unit

Move-In/Entry Date of the PSH project MINUS 1 day

PSH

Date the HH moved into the PSH unit

Date the HH moved into the PSH unit

Date the HH stops receiving PSH services.

Table 2

Scenario 2: Household prioritized for PSH but moving costs and/or security deposit is being paid by RRH.

In this scenario, the household is moving into a PSH unit, so there will only be one Move-In Date. Please note that moving costs and deposits are often allowable expenses for PSH projects. If PSH projects need assistance to determine what funds or budgets may be used for these costs, please contact the CoC team.

April 2, 2020: household is prioritized for and accepted into PSH, but the RRH project will pay their moving costs and/or security deposit

April 12, 2020: household moves into the PSH unit

Table 3 shows how the Entry and Exits Dates for the RRH and PSH projects should be recorded in HMIS for Scenario #2:

Project

Entry Date

Move In Date

Exit Date

RRH

4/2/2020

[no Move-In Date]

4/11/2020

PSH

4/12/2020

4/12/2020

?

Table 3

Note that the Entry – Exit date range does not overlap with the PSH’s Entry – Exit date range. This is necessary because PSH and RRH are both permanent housing project types, and any overlaps will be read as serving the same household with redundant services.

The RRH’s Exit Date must be the Move-In Date – 1 day because the Move-In Date of the PSH project must fall outside the RRH’s Entry – Exit date range.

This workflow will throw Data Quality warnings because the PSH Entry Date = the Move-In Date, but that is ok. Warnings are meant to flag unusual situations, and this should be an unusual situation. In this case, there is no need to correct anything based on the warning.

Table 4 provides general guidance about how entry, exit, and move-in dates should be determined and recorded in HMIS when clients are served by both RRH and PSH projects in this type of scenario:

Project

Entry Date

Move In Date

Exit Date

RRH

Date the HH accepted to the RRH project for moving costs/security deposit expenses only

[no move-in date because the HH is not moving into a RRH unit]

Move-In/Entry Date of the PSH project MINUS 1 day

PSH

Date the HH moved into the PSH unit

Date the HH moved into the PSH unit

Date the HH stops receiving PSH services.

Table 4

7. In Depth: Assessments

7.1. How to Use Household Data Sharing (optional feature)

Household Data sharing is an optional feature in ServicePoint designed to ease the data entry burden for households by collecting common data elements where the answer is exactly the same for all members. The user will fill out the Household Data Sharing Assessment, save the common answers, and then continue with the typical workflow by going through each household member in the appropriate assessment and completing the rest of the answers that are different.

It will not be necessary to use Household Data Sharing if none of the answers are exactly the same for all the household members and when working with Single households. It may useful to adjust your intake forms to make it easier to see which data elements are the same across the household.

 

How to Use Household Data Sharing

Follow the HMIS workflow to complete the steps to create the Household, add the Release of Information, and enter the household into your program using Add Entry/Exit (HMIS Workflow Steps 2-5). Once inside the Entry/Exit Data screen, users will notice a section heading in the Entry Assessment area called Household Data Sharing with a button called Add Household Data (See Figure 1).


Figure 1: How to find the Household Data Sharing assessment.

 

Click the Add Household Data button (Red circle in Figure 1.) A popup window titled Household Data Sharing will appear. See Figure 2.
Household Data Sharing assessment
Figure 2: Household Data Sharing Assessment

  1. Select the household, or all of the household members for whom the majority of these elements are the same. (In most cases, the entire household will be selected.)
  2. Answer the Household Data Sharing assessment by answering only the elements where the answer is exactly the same for every person who is check marked. As indicated in Figure 2, skip any questions that do not pertain to your program type.

Note: In some instances, not all of the data elements will be answered.  Data elements that are not answered will still show '--Select--' for the answer; these will be answered in the regular assessment after the Household Data Sharing assessment has been saved.

  1. Click the Save & Exit button. The Household Data Sharing window will close and return to the HUD Assessment (or your default).

Notice the common data element answers will be saved in each household member's default assessment.

Warning: Do not select some of the household members, answer some questions then change the checkmarks, and then answer other questions.  That will not work; it will create layers of overlapping and conflicting data and will cause data quality issues.

From this point, proceed through the standard data entry workflow and answer the rest of the questions for each household member. Notice that the data elements answered within Household Data Sharing assessment have been saved into the full assessment.

 

7.2. How to Complete an Exit Assessment

The following process details how to answer the Exit Assessment. You will need to fill out the applicable parts of the assessment and click "Save" and then move to the next household member using the Household Members list on the left. Once you have finished with all household members then click "Save & Exit".

Housing Status at Exit

The Housing Status should already show an answer based on the clients answer at Entry. If the Housing Status at Exit is different than the answer already given, then choose the correct response. If you are exiting a client into another program, you need to answer how the client is exiting the current program, not what the client's status will be in the new program.

Income at Exit

The Income questions will already have answers based on what was entered for the client at Entry and possibly updates during their stay.

If you have any changes to income that occurred within past 30 days that have not already been entered via Entry (if it's within 30 days of program entry) or Backdate Mode (if it's a change that occurred during the stay) then you will need to enter those changes now.

You may need to update some or all of these elements depending on the type of income change:

  • "Income received from any source in past 30 days?" (Yes/No)
  • "Total Monthly Income" ($)
  • "Monthly Income" (sub-assessment)

Possible Income at Exit situations:

1. No recorded income and exiting with no income

If the client has no reported income and they are leaving with no income then you do not need to change any of the Income questions. The income questions should be already No, 0, and no sub-assessment records and they should be left this way.

2. No recorded income but exiting with income

If the client had no income previously and now has income within 30 days of exit, then you need to change "Income Received from any source in the past 30 days?" to "Yes", replace the "0" in "Total Monthly Income" with their new monthly income total, then Add an Income sub-assessment record to create a new record of that Income.

3. Has recorded income but is exiting with no income

If the client had income and is no longer receiving any income, then you need to change "Income received from any source in the past 30 days?" to "No", replace the amount in "Total Monthly Income" with "0" and Edit ($) the Monthly Income sub-assessment record(s) and put an End Date(s) on the income(s) that ended (do not change "Receiving Income Source" inside the sub-assessment , it should stay set to "Yes" so the reports can tally the months that they did have the income).

4a. Has recorded income and is exiting with same income (no change in amount or source)

If the client had income previously and is exiting with the same Income from the same source, then you do not need to change anything on the income.

4b. Has recorded income and is exiting with different income (change in amount and/or source)

If the client already had income and is exiting with different income then you would leave "Income received from any source in the past 30 days?" set to "Yes", then enter their new monthly income into "Total Monthly Income."

Depending on the changes in the Sources of Income you will need to do some of the following:

When an Income ends:

Click the pencil next to the Monthly Income sub-assessment record that has ended and add an End Date on the Income Source. Do not change Receiving Income Source inside the sub-assessment to No.

When an existing Income amount changes:

Click the pencil next to the Monthly Income sub-assessment record that has ended and add an End Date on the Income Source. Do not change Receiving Income Source inside the sub-assessment to No.

Add an Income sub-assessment record for that Income Source with the new amount. Leave the End Date blank.

When a new Income is gained

Add an Income sub-assessment record for that Income Source with the new amount. Leave the End Date blank.

Regardless of the combination in this example (4b) you should wind up with at least one Income that has an amount and no End Date.

Non-cash Benefits at Exit

Changes to non-cash benefits at exit should be handled in the same manner as Income with the exception that you don't have a Total Monthly Income amount question to include. Also, depending on the benefit, there may not be a dollar amount inside the sub-assessment.

7.3. Interims and Follow Ups

Interims and Follows Ups is a new ServicePoint feature designed to record changes in Income or Non-Cash Benefits during a program stay (Interim) and after a program stay (Follow Up).

This feature will allow you to update Income and Non-Cash Benefits that have occurred for the client as a general change, or as the result of a recertification or Annual Assessment.  It will also allow you to record that a recertification of Income or Non-Cash Benefits was performed when there was no change to Income. This is especially important for programs where the client stays in your program more than 365 days.

Some Important Points:

  • Interims are required for all clients with stays longer than 365 days. For Rapid Rehousing and Prevention, Interims are also required every 90 days (also known as "Recertification".) Interims may also be used to record any changes to income or non cash benefits that occur during the program stay.
  • Follow Ups are not required but encouraged.
  • If a case manager learns of new information during a program stay about a client's situation that is not related to Income or Non Cash Benefits, that data can be updated at Exit.
  • Interim and Follow Ups Review Dates should match the date the client was consulted. It is not important to record when a specific change to Income or Non Cash Benefits actually occurred. Therefore, when recording an income change that happened a month prior to the Review Date, it is appropriate for the income data to match the Review Date.
  • Whenever the case manager records an Annual Assessment, the ROI should also be updated.
  • Whenever a case manager for Rapid Rehousing or Prevention records a Recertification for a household, a Case Management Service Transaction is needed to indicate the collection of data from the client.

How to Enter Interims:

These instructions assume the following:

  • The client has a record in ServicePoint
  • An entry record into the program has been created
  • The HUD assessment had been completed and saved at Entry.

Once the Annual Assessment or recertification has been completed, or the client informs you of a change to income or benefits, their HMIS record will need to be updated. Follow the steps below to update the client's record in HMIS.

1.     Login to ServicePoint. If necessary, click Enter Data As and select the correct provider.

2.     Click ClientPoint, find the client that needs an update in the Search screen, and open the record.

3.     On the Summary tab, in the Entry/Exits dashlet, find the relevant Entry and click the pencil icon for the Entry Date. (See Figure 1.)

Figure 1

4.     Click "Save & Continue" on the Edit Entry Data window. (See Figure 2.)

 

Figure 2

5.     There will be two new columns in the Entry/Exit data. One for Interims and one for Follow Ups. Click the Interim icon
for one of the household members. (See Figure 3.)

Figure 3

6.     Click "Add Interim Review" in the Interim Reviews window. (See Figure 4)

Figure 4

7.     The Add Interim Review window will appear. (See Figure 5.) Make sure all the household members' boxes are checked; regardless of if any of them have any changes.

Figure 5

8.     Select the Review Type. "Annual Assessment" refers to the annual review agencies are required to complete on all clients. "Update" refers to any other kind of interim done, whether it is a 90-day recertification or just an update to the client income or non-cash benefits that happens during a program stay. Note: The Review Type is very important for APR reporting. If an Annual Assessment is typed as an "Update", it will not show correctly.

9.     Set the Review Date to the date the review was performed or the date the client provided information about the change.

10.  Click "Save & Continue". (See Figure 5.)

11.  The Entry Exit Interim Review window will come up. (See Figure 6.) The Interim Review Date reflects the date entered for the when the review occurred.  If no data has changed for any of the household members, simply click "Save & Exit". (See Figure 6.)

Figure 6

12.  If there was a change, change the answers to reflect the income or benefit status for the client and click "Save & Exit".  If there were changes on multiple clients in the household, use the Household Members sidebar to switch to to their record and make the necessary changes. (See Figure 7.)

 

Figure 7

13.  An entry will be created in the Interim Reviews box which will show a count of all the members of the household in the single Interim record. (See Figure 8.) Click "Exit".

 

Figure 8

14.  On the Households portion of the Entry screen, notice that each member of the household has been included in the Interim record regardless of any individual changes. (See Figure 9.) Also, the answers that were updated in the Interim record will not show on the Entry
Assessment. This is due to the Interim updates occurring after the Entry Date. The Entry Assessment only shows answers that are effective on the Entry Date.


To Make Changes to an Existing Interim Review

Perform the following steps to make changes to the answers for an existing Interim Review.

1.     Click an Interim icon (See Figure 9).

Figure 9

2.     Click the pencil next to the Review that requires a change.

3.     Click "Save & Continue".

4.     Select the correct answer to the data element that needs to be changed.

5.     Click "Save & Exit" to return to the Interim Reviews window.

6.     Click Exit to return to the Entry/Exit Data window.

 

How to Enter Follow Ups:

Client outcomes can be tracked by entering Follow Up data. Follow ups occur after the client has exited the program.  Perform the following steps to track client follow up information.

1.     Login to ServicePoint. If necessary, click Enter Data As and select the correct provider.

2.     Click ClientPoint, find the client that needs an update in the Search screen, open the record.

3.     On the Summary tab, in the Entry/Exits dashlet, find the relevant Entry and click the pencil icon for the Exit Date. (See Figure 10)

 

Figure 10

4.     Click "Save & Continue". (See Figure 11.)

 

Figure 11

5.     Click on a Follow Ups icon for one of the household members. (See Figure 12.)

 

Figure 12

6.     Click "Add Follow Up Review" on the Follow Up Reviews window. (See Figure 13.)

 

Figure 13

7.     Check the box for all the household members, even if no changes occurred for some members. (See Figure 14.)

Figure 14 

8.      Select the Review Type. For Follow Ups this will usually be General Review. Note: The Review Type does not reflect in any reporting.

9.     Set the date as the date the case manager completed the follow up with the client.

10.  Click "Save & Continue". (See Figure 14.)

11.  The Entry Exit Follow Up Review window will appear. (See Figure 15.) If nothing has changed, click "Save & Exit". This will record that there was no change for each household member.  (See Figure 17.) If changes did occur for any of the data elements on the Follow Up assessment, make those changes as appropriate to each household member with any change. (See Figure 15.)

 

Figure 15

12.  A record is displayed in the Follow Ups Review box. It will also provide a count of all the members of the household in the single Follow Up record. (See Figure 16.)

13.  Click "Exit".

 

Figure 16

14.  Each member of the household will be included in the Follow up record regardless of if anything changed. The answers that were updated in the Follow Up record will not be show on the Exit Assessment.  This is due to the Follow Up update occurring after the Exit Date.  The Exit Assessment only shows answers that are effective up to the client's Exit Date.

To Make Changes to an Existing Follow Ups Review

Perform the following steps to make changes to a Follow Ups record.

1.     Click a Follow Ups icon (Figure 17).

Figure 17

2.     Click the pencil next to the Follow Up question that requires a change.

3.     Click Save & Continue

4.     Select the correct answer.

5.     Click the Save & Exit button to return to the Follow Ups Review window.

6.     Click Exit to return to the Entry/Exit Data window.

7.4. Updating or Changing Incomes During Program Enrollment

Interim Reviews for Income Changes

  1. The information at Project Start/Entry is only about what the client’s income looked like the day they entered the project. Never go back into the Project Start/Entry pencil to make any changes to income that happened to the client after their first day, you must create an Interim Review for any changes after the first day.  You should only go back to the Project Start/Entry pencil to correct or complete something was incorrect or missing about the income related to their first day.

Effectively, Interim Reviews allow you to create a pencil with a date you need to record an event occurred for the client, in this case, income changes.

  1. When making income changes using Interim Reviews, set the date of the Interim to the date you found out about any changes and make the End Date and Start Dates changes to income sub-assessments based upon that date, not the actual dates when the event occurred for a client.

For example: If you are PSH and you meet with your client once a year and find out that the client had an income change 5 months ago, but just talked to them yesterday and learned about the change, make the Interim Review date yesterday and align the changes based upon yesterday. If you find out about changes at Exit, don’t make an Interim Review, just Exit the client and make the changes through the Exit Assessment, aligning everything around the Exit Date.

  1. There are only three things you should change in an income update.  The ‘Outside’ Y/N, the Total Monthly Income (TMI), and adding an End Date to the inside of the income sub-assessment that is changing.  You then create a new income sub-assessment record for that income source with the new information (a new Inside Amount, and a new Start Date). When you End Date an old income sub-assessment do not change the Inside Amount or change the Inside Yes/No, leave those exactly as they were and only put in an End Date.
     
  • “Income from Any Source” (Yes/No) – ‘Outside Yes/No’
  • “Total Monthly Income” ($ amount) --  ‘TMI’
  • “Monthly Income” (sub-assessment) -- ‘income sub-assessment’ including Monthly Amount (‘Inside Amount’) and Receiving Income Source (‘Inside Yes/No’)

 

 

  1. When you are ending an old income sub-assessment record to replace it with the new income sub-assessment, you set the End Date to be the day before the event (Interim Review Date or Exit Date), and the new income sub-assessment record you create with have its Start Date be the date of the event (Interim Review Date or Exit Date).  The old record and the new record should not have the same or overlapping End Date/Start Date, if this happens it causes the income amount to spike on that day and come back down the next day, which will have a negative effect on your outcomes.

In summary

  • Interims Reviews are for changes that occur after the Project Start/Entry Date
  • Set the Interim date to the date you found out about the change
  • When ending an income sub-assessment only input an End Date, leave all the other answers exactly as they were
  • Any income ending should have an End Date of the day before the Interim date, and the new income should have a Start Date that matches the Interim Date
  • If you are finding out about changes at Exit use the Exit Assessment instead of an Interim but then use the day before exit as the End Date for an income and the Exit Date as the Start Date for new incomes

 

Income Update Examples

Whether you are updating income through an Interim Review, or an Exit Assessment you will need to review the Income for each adult in the household (including a child’s SSI/SSDI/Child Support that is being recorded on the appropriate adult) and record the new income data using the examples below:

Client had no income but is updating with income

If the client had no income previously and now has income:

  • Income from Any Source:             Switch from No to Yes
  • Total Monthly Income:                  Delete 0 and input the new monthly income total
  • Monthly Income (sub-assessment):

    1. Click HUD Verification to open the income sub-assessments
    2. Click the pencil (🖉) next to the income that will be changing from No to Yes
    3. Enter an End Date (the day before the Interim or Exit, accordingly)
    4. Click Save
    5. Select Yes for the Income that has moved to Incomplete
    6. Enter the dollar amount
    7. Click Save
    8. Click Exit to close HUD Verification
    9. Click Save & Exit to close the Interim

Client had income but now has no income

If the client had income previously and is no longer receiving any income:

  • Income from Any Source:             Switch from Yes to No
  • Total Monthly Income:                  Delete dollar amount and replace with 0
  • Monthly Income (sub-assessment):

    1. Click HUD Verification to open the income sub-assessments
    2. Click the pencil (🖉) next to the income that will be changing from Yes to No
    3. Enter an End Date (the day before the Interim or Exit, accordingly)
    4. Click Save
    5. Select No for the Income that has moved to Incomplete
    6. Click Save & Exit to close HUD Verification
    7. Click Save & Exit to close the Interim

Client has income and now has different income (change in amount and/or source)

These examples for are a client who already has some income but has had a change either to the amount of income from a single source, or they have multiple income sources and one has changed but the other remain:

When one income source ends but other income sources still remain

  • Income from Any Source?    Keep Yes
  • Total Monthly Income:          delete existing amount and enter new monthly income total
  • Monthly Income (sub-assessment):

    1. Click HUD Verification to open the income sub-assessments
    2. Click the pencil (🖉) next to the income that will be changing from Yes to No
    3. Enter an End Date (the day before the Interim or Exit, accordingly)
    4. Click Save
    5. Select No for the Income that has moved to Incomplete
    6. Click Save & Exit to close HUD Verification
    7. Click Save & Exit to close the Interim

When an existing income source changes amount

For example: Client has a part-time job and gets a 2nd part time job.  You update the Total Monthly Income, then end date the existing Earned Income sub-assessment and replace it with a new Earned Income sub-assessment

  • Income from Any Source?    Keep Yes
  • Total Monthly Income:          delete existing amount and enter new monthly income total
  • Monthly Income (sub-assessment):

    1. Click HUD Verification to open the income sub-assessments
    2. Click the pencil (🖉) next to the income that will be changing amounts
    3. Enter an End Date (the day before the Interim or Exit, accordingly)
    4. Click Save
    5. Select Yes for the Income that has moved to Incomplete
    6. Enter the new dollar amount
    7. Click Save
    8. Click Exit to close HUD Verification
    9. Click Save & Exit to close the Interim

When a new income source is gained and there are other incomes that are continuing

  • Income from Any Source?    Keep Yes
  • Total Monthly Income:          delete existing amount and enter new monthly income total
  • Monthly Income (sub-assessment):

    1. Click HUD Verification to open the income sub-assessments
    2. Click the pencil (🖉) next to the income that will be changing from No to Yes
    3. Enter an End Date (the day before the Interim or Exit, accordingly)
    4. Click Save
    5. Select Yes for the Income that has moved to Incomplete
    6. Enter the new dollar amount
    7. Click Save
    8. Click Exit to close HUD Verification
    9. Click Save & Exit to close the Interim

Client has no changes to income

These last two examples might happen if you are a PSH program doing an Annual Assessment and there are no changes to income.  You have to create an Interim Review set as Annual Assessment but may not have anything to change.  If you aren’t a PSH or TH with clients staying over 365 days needing re-certification, you won’t create Interim Reviews when there are no changes.

These might also be the case for any client at Exit who had no income and leaves with no Income, or has some income recorded that doesn’t change as they exit.

Client had no income and is at review still has no income

If the client has no reported income and they still have no income then you do not need to change any of the Income questions. The income questions should be:

  • Income from Any Source:              Keep No
  • Total Monthly Income:                  Keep 0
  • Monthly Income (sub-assessment): Keep existing sub-assessments

Client has income and is maintaining the same income (no change in amount or source)

If the client had income previously and is maintaining the same Income from the same source(s) then you do not need to change anything on the income.

  • Income from Any Source:              Keep Yes
  • Total Monthly Income:                  Keep dollar amount
  • Monthly Income (sub-assessment): Keep existing sub-assessments


8. In Depth: Service Transactions

8.1. Which Service Transactions to Enter

Each client should have at least one Case Management Service Transaction to indicate that client's intake process.

Each client should also have a second Service Transaction of some kind besides Case Management. It does NOT have to be financial; it can be "Housing Search and Placement".

As your client progresses through your program, users should update any services given, such as rental payments.

For each recertification, there should be one Case Management Service Transaction.

So, a typical collection of Services Transactions for a client might be:

Date Service Activity Represented
5/1/2014 Case Management Intake
6/15/2014 Housing Search and Placement Found housing for the client
6/15/2014 Rental Payment Paid first month's rent
6/15/2014 Deposit Payment Paid deposit
7/1/2014 Rental Payment Paid 2nd month's rent
8/1/2014 Case Management Recertification
8/1/2014 Rental Payment Paid 3rd month's rent

 

8.2. How to Enter Service Transactions (Step 6 of Services Workflow)

Service Transactions - June 2019

Service Transactions

It is very important that before you follow these steps and that you have already entered the household’s Entry into the program by this point. For services to count in your reporting, the Start and End dates/times of your services must fall between your Entry and Exit dates/times. By following the entire workflow this will happen naturally and no adjustments should need to be made.


  1. Click on Add Multiple Services from the Services dashlet on the Summary tab. (Whether you are only adding one Service or multiple Services in one sitting it’s important that you always use the Add Multiple Services button)

  2. Don’t checkmark any additional household members.

  3. Record the service Start Date. The End Date will automatically populate with the same date.

  4. Select a Service from the Service Type list. (SSVF providers may also need to select the SSVF Service or Financial Assistance Type that matches what was selected in the Service Type list and also enter SSVF Financial Assistance Amount).

    If the Service is a financial service:

    1. Click Add Funding Source:

    2. Click the icon next to correct funding source to add it (e.g. HCRP, VA, YHDP)

    3. Enter the Amount.

    4. Click Calculate.


  5. Select Status of Need and answer Fully Met.

  6. Select Outcome of Need and answer Closed.

  7. To record additional Services, click Add Another.

  8. When you are done with services, click Save & Exit.

  9. Click the Client Information tab to return to Summary.






9. How to Adjust Existing Records

9.1. How to change Name, Social Security Number, or Veteran Status

How do you update a client's Name or Social Security data once their record has already been created in ServicePoint? Follow the steps below:

  1. Look up client record.
  2. Open the client's record.
  3. Click on the Client Profile tab.
  4. Click on the pencil icon next to the subtitle "Client Record".
  5. Update the information.
  6. Click the save button.

Always double check your changes by clicking on the Summary Tab.  If you do not see the changes, go back to step 1 and make sure to click SAVE once you are done.

10. Forgot Password / Password Reset

10.1. Forgot Password / Password Reset

Starting May 6, 2019 users can use the automated 'Forgot Password' feature to reset lost or forgotten password without the need to contact an administrator.


You can download and review the printed instructions attached to this page for more details.


11. Build Your Own Webinar

11.1. June 2018 Webinars

10:00 AM Webinar


2:00 PM Webinar


11.2. March 2018 Webinars

10:00 AM Webinar




2:00 PM Webinar