• AIRS – Alliance of Information and Referral Systems
  • AHAR – Annual Homeless Assessment Report
  • APR – Annual Performance Report
  • ATA – Agency Technical Administrator
  • CAPER – Consolidated Annual Performance and Evaluation Report
  • CES – Coordinated Entry System
  • CDBG – Community Development Block Grant CoC - Continuum of Care
  • CH – Chronically Homeless
  • CoC – Continuum of Care
  • DOB – Date of Birth
  • DQSC – Data Quality Sub-Committee
  • DV – Domestic Violence
  • ES – Emergency Shelter
  • ESG – Emergency Solutions Grant
  • EVHI – Ending Veteran Homelessness Initiative
  • Homeless Emergency Assistance and Rapid Transition to Housing HIPAA - Health Insurance Portability and Accountability Act of 1996
  • HMIS – Homeless Management Information System
  • HoH – Head of Household
  • HOPWA – Housing Opportunities for Persons with AIDS
  • HPCC – Homeless Prevention Call Center
  • HUD – Housing and Urban Development
  • NOFA – Notice of Funding Availability PIT - Point in Time
  • NP - Non-Participating (Agency is listed as not using ServicePoint or no longer in operation)
  • PATH - Projects for Assistance in Transition from Homelessness
  • PPI – Personal Protected Information
  • PSH – Permanent Supportive Housing
  • RHY – Runaway and Homeless Youth
  • ROI – Release of Information
  • RRH – Rapid Re-Housing
  • SH – Safe Haven
  • SHP – Supportive Housing Program
  • SRO – Single Room Occupancy
  • SSI – Supplemental Security Income
  • SSN – Social Security Numbe
  • SSO – Supportive Services Only
  • SSVF – Supportive Services for Veteran Families
  • UDE – Universal Data Element
  • TANF – Temporary Assistance for Needy Families
  • TFA – Temporary Financial Assistance
  • VASH – Veteran Affairs Supportive Housing

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    Getting to Know ServicePoint

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    Salvador Munoz
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    This is a general guide for users of the Homeless Management Information System (HMIS) which utilizes ServicePoint. This guide will help you understand the high-level functions of HMIS. Every agency has a different workflow and setting specific to their project and funding. This guide is meant to be an overview of how users generally interact with and understand the system.

    Step by step guides and guides specific to your projects can be found on the All Chicago Help Desk (HMIS.TheChicagoAlliance.org).

     

     

     

    What is HMIS?

     

    HMIS is an electronic database used to hold information on the characteristics and service needs of persons experiencing homelessness in the City of Chicago. Various funders require projects to record data in the HMIS database. To stay competitive for funding, Chicago must improve our data collection efforts and use of data in local planning processes.

     

     

    Who is All Chicago?

     

    All Chicago is the City of Chicago’s Lead HMIS Agency. We manage the ServicePoint database which agencies utilize for their day to day work. As the HMIS Lead Agency, we support more than 900 individual users at 89 partner agencies with training, reports and Helpdesk services. Also, we are responsible for administering the day-to-day operational functions of HMIS, the development of local policies and procedures and monitoring compliance with HMIS standards and data quality.

     

    What does All Chicago do for users?

     

    While you can get most of your work done in HMIS without our assistance, there are still a few things you need to contact us for, which you can do by emailing helpdesk@allchicago.org or submitting a Helpdesk ticket at: https://hmis.allchicago.org/hc/en-us/requests/new

     

    What you can do:

    		  

    What we do for you:
    • Create, maintain and edit your client records
    • Link and edit households
    • Lock client records that are not shared with other agencies
    • Build and run reports
    • Create a counts report
    		  
    • Reset Passwords
    • Lock restricted Records
    • Give access to specific projects
    • Assist in troubleshooting
    • Troubleshoot reporting issues
    • Merge duplicate client records

     

    Asking for Assistance

     

    If you need to contact us, you can submit a ticket for help at https://hmis.allchicago.org/hc/en-us/requests/new or email us at Helpdesk@allchicago.org.  Below are some guidelines so we can best assist you.

     

    Do:

    		  

    Do not:
    • Use your client’s HMIS ID for identification to communicate which record you need assistance with—if further clarification is needed you can use their initials
    • Be as specific as possibl
    • Contact us enough time to address your issu
    • Respond to any follow-up questions to ensure issues are resolved promptly
    		  
    • Include your client’s identifying information (ie. Name, social security, etc.)
    • Email anyone, including us, your password

     

     

     

     

    Terminology and Logic of ServicePoint

     

    ServicePoint has three levels of organization. The HMIS Lead Agency, which for the City of Chicago is All Chicago.


    Agencies are a level below and are called providers in HMIS. Any projects that the Agency has will be a level lower.

    		   mceclip12.png

    In HMIS, any client you serve will be enrolled at the project level, not the agency level.

    When you enroll a client, the “Provider” type will look like this “Agency - Project”.

     

    Types of Users

     

    All agency users will be able to do data entry and run most reports, but not all accounts will have the same access to an agency’s information. Here are the most used user types in HMIS starting with those that have the most access:

    • Agency Technical Administrator (ATA)
      • The point person for your agency. ATAs are designated to be the first person that can assist their own agency’s users. Reporting and ensuring data quality is part of their responsibilities. They can see information on all their agency’s projects.
    • Case Manager III
      • Case Managers can run reports, create and edit client records. Case Manager III’s have access to see all of their agency’s projects.
    • Case Manager II & I
      • Same as Case Manager III, except they cannot see all their agency’s projects, only ones assigned to them.

     

    User roles can be found in the top right corner of the page. In these same areas, users can change their settings.   mceclip0.png

     

    Clients

     

    Ultimately, the clients we serve are the reason this system exists. Our goal is to keep information confidential and accurate. HMIS is not a bucket for simply holding data, but rather a tool to assist clients in connecting to the resources they sorely need.


    Clients may or may not already have a record in HMIS, additionally, clients may be co-enrolled in multiple projects and services outside of your own.

     

    Searching for Clients

     

    When you create a client, it is imperative that you search for the client to the best of your ability before creating a record for them. If you create a record for a client that already exists in the system, this is called a duplicate record and can cause more issues down the line for your organization and the system as a whole.


    When searching, keep these rules in mind:

    • Do not check off “Exact Match” unless it is a client you already know exists in HMIS
    • Attempt multiple variations of the clients name
      • For example, Joseph Schmoe may be listed in the system as Joe, Joey, etc.
    • If the client’s name is relatively common, try to match the client by their age and the last four digits of the social security number

     

    mceclip3.png

    Navigating Client Records

     

    When you enter a client’s record, all the information is broken down into sections by tabs. The top-level tabs - “Client Information” and “Service Transaction” will show different tabs below them.

     

    mceclip1.png

     

    The tab you are currently in will be bold and underlined in green, but you can still click on the other tabs. It is best practice to enter data from the tab that relates to the data you are creating. It is not recommended to create data from the Summary tab. This tab is typically for reference only and there are more options available within the other tabs that are not visible from Summary.

     

    Locked/Locking Client Records

     

    Every client has the right to decide whether their record is shared with other agencies outside of your own. The Client Consent form for Data Sharing walks a client through making this decision. In ServicePoint, the padlock symbol in the upper right corner of the client’s record indicates whether or not it is currently being shared.

    mceclip6.png Green padlock indicates record is shared with other partner agencies   mceclip7.png Red padlock indicates record is NOT shared with other partner agencies

     

    Adjusting the Visibility

     

    If a client wants to restrict the sharing of their record, then you will need to complete these steps:

    • Document that client’s level of consent in the Release of Information (ROI) tab
    • Adjust the client’s visibility settings
    mceclip2.png   To change the visibility, click on the padlock. When you do that, the Client Visibility window will appear, from there you will click on the red circle with the minus sign to take away data sharing. After doing so, you will click ‘Exit’.

     

    Client Data Sharing

     

    Users document the client’s preferences for data sharing in the Release of Information (ROI) tab in HMIS (with the exclusion of skilled assessors).
    The ROIs are documenting the Client Consent and Supplemental form. Your client’s decision to share their data is located on the bottom half of page 2.    		   mceclip13.png

    To fully document your client’s data sharing wishes, you will be creating up to three separate ROIs in HMIS.

    1. Consent for Data Sharing (A, B, C)
    2. Supplemental Disability Consent

    mceclip14.png

    For more instructions on documentation, you can refer to this guide.

     

    Client Data Entry Timeline

     

    blobid2.png

    * You may want to adapt our universal intake form for your own agency’s needs

    ** There are at least two ROI records you have to document—the consent for data sharing (part II), supplemental consent, and part III

    *** Sub-assessment fields are monthly income, non-cash benefits, health insurance, disabilities, and outreach contacts

     

    Assessments

     

    Assessments are how HMIS collects your client’s information. The client’s historical record is tracked through the various assessments you complete.

    It is different for every project, but most agencies will need to go through this workflow:

    • Entry→ Interim/Updates → Exit.

    Each of those steps require you to also complete sub-assessments as well.


    Sub-Assessments

     

    Each Entry, Interim and Exit assessment will have a sub-assessment portion. Before diving into Entries, Interims, and Exits, we will need to cover sub-assessments.

    Sub-assessments are where the client’s story plays out over time. In each sub-assessment, you will find the entire history of your client as it relates to the sub-assessment particular subject.

    • Monthly Income
    • Non-Cash Benefits
    • Health Insurance
    • Disabilities
    • Outreach Contacts

    mceclip15.png

    1. Every sub- assessment begins with a yes/no question regarding whether or not the sub-assessment topic is relevant to the client.
    2. Each sub- assessment must have the HUD Verification complete (indicated by a green checkmark). Each sub-assessment HUD Verification determines what your client has and does not have.
    3. The magnifying glass allows you to view the client’s history with more detail. Also, you can sort the information.

    Using the Monthly Income sub- assessment as an example, when you click “HUD Verification”, you will see a listing of income sources that your client may have. You must indicate which they do and do not have (which can easily be done by clicking the blue options at the top).

    Each source of income must have an answer.

    This same logic applies to every other sub-assessment excluding the Outreach Contacts.

    		   mceclip16.png

     

    Entry

     

    Entries are the snapshot of your client’s situation as they enter your agency’s project. All future data will be looking at the entry assessment as a point of comparison.

    There are a few questions in the Entry Assessment that will not be listed in the Interim or Exit assessments.

    This information includes the head of household relation, date of birth, race/ethnicity, gender, and client’s current domestic violence situation.

     

    mceclip17.png  

    Most of this information does not change over time, so it only exists on the entry.

    Once you complete an entry assessment, you will see information throughout your client’s record begin to populate. On the Summary and Client Profile tabs, you will see information regarding your client’s demographics fill in after completing an entry assessment.

     

    Interim

     

    Interim assessments allow you to track updates regarding your client’s situation. The frequency of your interim assessments depends on your project type. Some projects have to do annual assessments or monthly updates.

    To create an interim assessment, you go to the Entry/Exit tab and click the icon in the Interims column. From there, you can add an Interim Review.

     mceclip0.png

     

    Exit

     

    The Exit assessment is meant to track the latest information available on your client when they leave your projects. Whether they completed an exit interview or simply left without warning, any information you have on the client that has changed since your last entry or interim assessment will be put in here.

    mceclip3.png   To create an exit assessment, go to the Entry/Exit tab and click the pencil icon next to the Exit Date column for whatever project you are exiting the client from.
    Once there, a screen like the image to the left will appear. This is where you indicate where your client may have gone. After this screen, it will take you to an exit assessment (including sub-assessments).

     

     Data Entry Workflow Checklist

     

    Client Profile

    1. Search for client

    2. If the client record exists, continue with selected client(s)

    3. If no current profile, create a record

    Add Household

    1. Add Household, NOT ‘Only Client’

    2. Add additional members if not single

    3. Indicate relationships of household members

    4. Designate HoH ‘Only Client’

    Add ROI

    1. Document Consent

    2. Document Supplemental Consent

    3. Document consent to share info with other CoCs

    Add Entry

    1. Select (or confirm) the correct project and type

    2. Add Entry for all members of household

    3. Complete all sub- assessments

    4. Complete all HUD Verifications

    Add Interims

    1. Add Interim assessment to existing Entry record

    2. Add Housing Move-In Date if the client was housed after entry

    3. Update relevant sub- assessments

    4. Add Interim assessments per your program requirements

    Add Case Notes (Optional)

    1. Assign Case Manager

    2. Create Goal in Case Plans tab

    3. Add Case Notes as necessary to Goal

    Service Transactions (Optional)

    1. If required, add Interim update assessment

    2. Add Service

    3. Update need status to ‘Closed and Met’

    * Certain programs are required to use this (ie. SSVF, RRH, PATH, RHY)

    Exiting

    1. Where is the client going?

    2. Update sub- assessments, as needed

     

    Acronyms

     

    AIRS   Alliance of Information and Referral Systems   HUD   Housing and Urban Development
    AHAR   Annual Homeless Assessment Report   NOFA   Notice of Funding Availability PIT - Point in Time
    APR   Annual Performance Report   NP   Non-Participating (Agency is listed as not using ServicePoint or no longer in operation)
    ATA   Agency Technical Administrator   PATH   Projects for Assistance in Transition from Homelessness
    CAPER   Consolidated Annual Performance and Evaluation Report   PPI   Personal Protected Information
    CES   Coordinated Entry System   PSH   Permanent Supportive Housing
    CDBG   Community Development Block Grant CoC - Continuum of Care   RHY   Runaway and Homeless Youth
    CH   Chronically Homeless   ROI   Release of Information
    CoC   Continuum of Care   RRH   Rapid Re-Housing
    DOB   Date of Birth   SH   Safe Haven
    DQSC   Data Quality Sub-Committee   SHP   Supportive Housing Program
    DV   Domestic Violence   SRO   Single Room Occupancy
    ES   Emergency Shelter   SSI   Supplemental Security Income
    ESG   Emergency Solutions Grant   SSN   Social Security Numbe
    EVHI   Ending Veteran Homelessness Initiative   SSO   Supportive Services Only
    HIPAA   Health Insurance Portability and Accountability Act of 1996   SSVF   Supportive Services for Veteran Families
    HMIS   Homeless Management Information System   UDE   Universal Data Element
    HoH   Head of Household   TANF   Temporary Assistance for Needy Families
    HOPWA   Housing Opportunities for Persons with AIDS   TFA   Temporary Financial Assistance
    HPCC   Homeless Prevention Call Center   VASH   Veteran Affairs Supportive Housing

     

     

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