1. Emergency Solutions Grants (ESG)/Homelessness and Rapid Rehousing (HRR) ClientPoint Data Entry Single and Families Workflow 1ESG/RRH ClientPoint - Single & Families12/2012

2. Symbols used on the ServicePoint screens 2ESG/RRH ClientPoint - Single & Families12/2012

3. Workflow Checklist The typical steps for entering a single client or family (household) into HMIS are: CLIENT ARRIVAL – – Determine you are using the correct Provider (Enter Data As) – Determine if Back Date Mode is necessary – Access ClientPoint – Search for or enter a single client/household into the ServicePoint database PROGRAM ENTRY – For each client in the household – Enter Universal Data Element (UDE) information – Add a Release of Information (ROI) – Enter Entry and Entry Assessment information (add head of household (HoH) first) 12/2012ESG/RRH ClientPoint - Single & Families3

4. Workflow Checklist SERVICES and FINANCIAL ASSISTANCE – – Add/update Services, Financial Assistance and Benefits received while in the Program – If necessary, regularly update Assessment Information (using Back Date Mode where applicable) PROGRAM EXIT – – Add End Dates to all services – Click pencil on Client’s Exit Date and enter Destination and Reason for Leaving – Update Assessment Information on the Exit Worksheet 12/2012ESG/RRH ClientPoint - Single & Families4

5. ClientPoint – Entering a Single Client 12/2012ESG/RRH ClientPoint - Single & Families5

6. Before entering data, determine which Provider (i.e. Agency/Program) you are creating/updating ServicePoint data for. Check to see if the default Provider needs to be changed. Note: Changing Providers affects data visibility! Recommended Best Practice: Where appropriate, data should be input at the Program (or sub-Program) Provider level, generally defined as the direct-service Providers’ level (not at the management level). 6ESG/RRH ClientPoint - Single & Families12/2012 Determine Provider

7. Select the Provider that this information will be attributed to by clicking on “Enter Data As”. From the pop-up window, search and/or select from the list of Providers that appears. Click the + to select the Provider. TIP: If you do NOT see an “Enter Data As” link on your dashboard, that indicates that you only have permission to enter data for one program. 7ESG/RRH ClientPoint - Single & Families12/2012

8. Determine whether the data you are about to enter requires the use of Back Date mode. Enter the date the client entered the program (the date you attained their information). Then click “Set Back Date”. To change the date, click the “Back Date” link. The bar will change color to yellow to indicate you are now in Back Date mode. 8ESG/RRH ClientPoint - Single & Families12/2012 Recommended Best Practice: Data should be entered (i.e. Date- and Time-Stamped) as of the time it was originally gathered with the client in front of you; NOT at a later date when the ServicePoint User is entering the data into ServicePoint. Back Date Mode

9. ClientPoint is the “filing cabinet” where client data is stored. Search for the Client’s existing record(s) by entering their Name, Alias, Social Security Number, or ServicePoint Client ID#. 9 Access ClientPoint ESG/RRH ClientPoint - Single & Families12/2012 IMPORTANT: HUD requires Social Security Number Data Quality.

10. If the Client has an existing Client Profile, click the pencil icon to open the Client’s Profile. If the Client does NOT have an existing Client Profile, click the Add New Client with This Information button to create a new Profile. 10ESG/RRH ClientPoint - Single & Families12/2012

11. Click the Add New Client Information button to display two pop-up windows. Select the appropriate option and proceed. Click the Ok or Add Client ONLY (if client is not a member of a household) button. Enter Individual 11ESG/RRH ClientPoint - Single & Families12/2012 TIP: If you’re working with a Family (Household), see the second section of these slides for steps to enter Families.

12. The Back Date Mode pop-up window may display. If you are inputting historical data (client information from a date in the past), input the historical date and then click the Set New Back Date button. The top bar will change to yellow (see the next screen). Otherwise, click the Use Current System Date button to input information that will be date and time-stamped as of today’s date. 12ESG/RRH ClientPoint - Single & Families12/2012 Back Date Mode

13. Client Profile The client’s profile displays that shows information about this client. TIP: To quickly search for and locate/open this Client Profile again at a later date, make note of the Client’s assigned Profile ID Number. This ID # is auto-generated by ServicePoint for each new Client Profile that is created. TIP: If you anticipate needing to frequently access this Client Profile, click the Yellow Star icon to add this Client Profile to your “Favorites” list (located at the top of the Navigation Panel). 13ESG/RRH ClientPoint - Single & Families12/2012

14. Click the Client Profile tab and fill out the Universal Data Elements (UDE) that are required of all clients. 14 UDE Information ESG/RRH ClientPoint - Single & Families12/2012 TIP: All elements with an asterisk (*) are required data.

15. Further down on that page, you can add notes, file attachments, and incidents. Click the Save button. After saving, a green bar displays next to the data element. Click on the green bar to display history. 15 UDE Information ESG/RRH ClientPoint - Single & Families12/2012

16. Click the Add ROI button or the ROI Tab to add the Release of information. 16ESG/RRH ClientPoint - Single & Families12/2012 ROI

17. Complete the ROI information. If the release is granted, the end date is usually a year from the start date. Click the Save Release of Information button. 17ESG/RRH ClientPoint - Single & Families12/2012 ROI

18. 18 Click the Entry/Exit Tab, then the Add Entry/Exit button to enter the client into your program. Enter Individual ESG/RRH ClientPoint - Single & Families12/2012

19. 19 Be sure to choose Type=HPRP. Verify that the Entry Date is correct, then click the Save & Continue button. Enter Individual ESG/RRH ClientPoint - Single & Families12/2012

20. Complete the Entry screen and click Save if your Agency has additional assessments to complete for other household members. Otherwise, click Save & Exit. 20 ESG/RRH ClientPoint - Single & Families12/2012 Housing Status is extremely important. You are looking for a type of housing, not a place. If answered Don’t Know or Refused they are not eligible for HPRP. Enter Individual TIP: Click on a question for a pop-up with more information.

21. Complete additional assessments, if your agency has more than one, by clicking on the assessment name. Otherwise, continue and fill out Service Transactions. 21 ESG/RRH ClientPoint - Single & Families12/2012

22. Click on the Service Transactions tab to add services for the client. 22 ESG/RRH ClientPoint - Single & Families12/2012 Enter Services Information

23. Click the “Add Multiple Services” dashlet. 23 ESG/RRH ClientPoint - Single & Families12/2012

24. Fill out service, dates, and status of need for each service. 24ESG/RRH ClientPoint - Single & Families12/2012 Multiple Service Transactions TIP: The Service and Provider Specific Service should be the same. TIP: Services can be entered quarterly. If client exits before the quarter make sure to update the end date.

25. Fill out Service Costs. Funding Source for Prevention= HPRP Source 1. Funding Source for RRH=HPRP Source 2. To add more than one service, click the Add Another button, then click Save. 25ESG/RRH ClientPoint - Single & Families12/2012 Multiple Service Transactions

26. To enter the exit client; from the Summary Tab, click the pencil next to the Exit Date. The information displayed is from initial client entry. Make any changes to reflect updates to information at exit. Remember to Back Date if necessary!! 26 Exit Client ESG/RRH ClientPoint - Single & Families12/2012 IMPORTANT: DO NOT click the Add Entry/Exit button, this will add a new entry to the client.

27. Finish completing the Exit Data as follows: Exit Date: The date that the client left the program Reason for Leaving: Choose the Reason the client is leaving the program Destination: Choose the destination where the client is going after leaving your program. Click the Save & Continue button. 27ESG/RRH ClientPoint - Single & Families12/2012 Exit Client

28. Verify the Entry and Exit information. Choose Type = HPRP. Scroll down on this screen to view and update all the data as of the exit date including income and benefits. 28 Exit Client ESG/RRH ClientPoint - Single & Families12/2012

29. Add any new sources of income or benefits using the correct start and exit date. DO NOT edit any older amounts; end that benefit and then add the new benefit source, Start and End Date. If applicable, choose a different Housing Status. Click the Save button. 29 Exit Client ESG/RRH ClientPoint - Single & Families12/2012 TIP: Housing Status data is reported to HUD. Hopefully, when exiting, this element is Stably Housed.

30. Before a client exits, all services must be ended and closed. From the Service Transactions Tab, click View Entire Service History. 30 Exit Client ESG/RRH ClientPoint - Single & Families12/2012

31. For each service enter the end date and change the status to “Closed.” Also, edit the outcome of the need related to the service at this time. All services end when the client or household is exited. 31 Exit Client Services ESG/RRH ClientPoint - Single & Families12/2012

32. Remember, the most recent assessment values will automatically populate, so if you have been updating the client’s assessment during their stay, this information will be more accurate. When all the data is accurate, click the Save & Exit button. 32 Exit Client Services ESG/RRH ClientPoint - Single & Families12/2012

33. The date the client exited displays on the Summary screen. 33 Exit Client Services ESG/RRH ClientPoint - Single & Families12/2012

34. More Information See section “ClientPoint – Entering a Family” for details about: Needs Referrals Case Management 34ESG/RRH ClientPoint - Single & Families12/2012

35. ClientPoint – Entering a Family 35ESG/RRH ClientPoint - Single & Families12/2012

36. Search for the Client(s) by entering their Name(s), Alias, SSN, or Client ID Number field(s). Client Profile Search / Creation 36ESG/RRH ClientPoint - Single & Families12/2012 TIP: If you’re working with a Family (or Household), begin by searching for the designated Head-of-Household family member first.

37. Matching Client Records are listed under the “Client Results” section (at the bottom of the page). When there are no matches, to add this client, click the Add New Client With This Information button to create a new Client Profile. If a matching record exists, click the pencil/edit icon to the left of the Client’s name. Client Profile Search / Creation 37ESG/RRH ClientPoint - Single & Families12/2012

38. For households without an entry into HMIS, click the Add Client and Add New Household (little house with green plus sign) icon. To add an individual (for example, the head of household) to an existing household, click Add Client and SEARCH Households (little house with glasses). Household Creation (optional configuration ) 38ESG/RRH ClientPoint - Single & Families12/2012

39. Select the Household Type, then enter search criteria to find any additional household members who are already in the database. If the additional household member does not already exist in the database, click OK to add him/her. This pop-up window warns you to view possible matches before continuing. You do not want duplicate information in the database! Household Creation (optional configuration) 39ESG/RRH ClientPoint - Single & Families12/2012

40. Clients added to the household will appear under the “Selected Clients” section at the bottom of the “Add New Household” pop-up window. Click the Continue button once all household members have been added to the group. Household Creation (optional configuration) 40ESG/RRH ClientPoint - Single & Families12/2012

41. View Previous Household Members by clicking the black arrow/triangle icon to expand the page section. Initial Household Data Capture (optional configuration) Answer the “Head of Household”, “Relationship”, and “Joined”, then click the Save button. 41ESG/RRH ClientPoint - Single & Families12/2012

42. After clicking Save, a green checkmark will display next to the household member’s name as their assessment questions are completely answered and saved. Click on each member, answer the questions, then click Save. When all household members are completed, click the Save & Exit button. Initial Household Data Capture (optional configuration) 42ESG/RRH ClientPoint - Single & Families12/2012 If assessment questions appear, work from the top of the page down to the bottom and click the Save button.

43. 12/2012ESG/RRH ClientPoint - Single & Families43 The “Review Household Data” pop-up window may display. Click Yes to review the household data.

44. The “Back Date Mode” pop-up window may display. If you are inputting historical data, select your historical date and then click the Set New Back Date button. Otherwise, click the Use Current System Date button to input information that will be date and time-stamped as of today’s date. Client Information 44ESG/RRH ClientPoint - Single & Families12/2012

45. ROI Click the Add ROI button located on the Summary page under the heading Release of Information or click the ROI Tab. 45ESG/RRH ClientPoint - Single & Families12/2012

46. ESG/RRH ClientPoint - Single & Families46 Select the checkbox next to Household Type (for example, Grandparent and Child). This will apply the ROI to the entire family, or check off all household members that apply. Answer ROI questions, then click the Save Release of Information button. ROI may trigger data sharing and visibility settings. If ROI is on, be sure Release Granted = Yes Ask your System Administrator II if the ROI is required in ServicePoint® for your implementation! ROI

47. From the Entry/Exit tab, click the Add Entry/Exit button to enter (also referred to as intake, enrollment, or participation) a client into a program. 12/2012ESG/RRH ClientPoint - Single & Families47 Entry Notice that the ROI end date has been added in green text.

48. Entry Select the checkbox next to the household type to enter the entire family or check off each family member to include in the entry. Complete the Entry screen from top to bottom and answer all required fields. IMPORTANT: Choose the Type=HPRP.. 48ESG/RRH ClientPoint - Single & Families12/2012

49. Entry Assessment Questions 49ESG/RRH ClientPoint - Single & Families12/2012 Answer all questions on the Entry Assessment. These fields are important for reporting status when the client enters a Program.

50. Entry Assessment Questions If your Provider has multiple assessments set to view on Entry, choose the appropriate Assessments in the Select an Assessment window and answer all questions on each assessment. 50ESG/RRH ClientPoint - Single & Families12/2012

51. Entry Assessment Questions for ALL HOUSEHOLD MEMEBERS IMPORTANT: Be sure to follow the screen from top to bottom for each household member. A green checkmark displays next to each household member’s name as their assessment questions are answered and saved. When complete, click Save & Exit. 51ESG/RRH ClientPoint - Single & Families12/2012

52. Assessments Assessments are sets or groupings of questions. Each Provider can have a different set of assessments available. Note: You may be responsible for more than one assessment. Click the Assessments Tab, then choose an assessment from the dropdown list and enter the data elements required by your Provider. 52ESG/RRH ClientPoint - Single & Families12/2012

53. Add Service Transactions Use the Service Transactions Dashboard to quickly add one or more needs, services or referrals or to view the client’s historical services records. 53ESG/RRH ClientPoint - Single & Families12/2012

54. In ServicePoint, Clients must have Needs diagnosed in order for the end user to add services or referrals to the record. The Need is based on the Taxonomy Code Set used by your implementation. The most common code set is the AIRS Taxonomy. NeedServiceReferral 54ESG/RRH ClientPoint - Single & Families12/2012

55. AIRS Taxonomy Prior to assigning services, each Provider should have a Look Up quick list created of the most common needs/ services requested by their clients. 55ESG/RRH ClientPoint - Single & Families12/2012

56. Click the appropriate button to add a Need, Service or Referral. 56ESG/RRH ClientPoint - Single & Families12/2012 Service Transaction

57. For families, always add services through the Head of Household. If a service is entered, all members of the household receive the service. 57ESG/RRH ClientPoint - Single & Families12/2012 The Provider selected is providing the specified service to the client and/or household (make sure all members are selected). Add Service

58. Select the service you will be providing from the Service Type list. Choose the appropriate activity that is related to assistance. Click the Look Up button to view services that your Program provides. 58ESG/RRH ClientPoint - Single & Families12/2012 Add Service

59. Be sure to use “Live” Date and Time Stamps! Be specific about dates of services start and end dates (start date should not begin prior to official entry into ESG HMIS; end date should not end after official exit date). Enter an end date for the service, if available at the time of data entry. 59ESG/RRH ClientPoint - Single & Families12/2012 Add Service

60. Service Costs and Funding Click the Add Funding Source button to choose the source of funding and the amount. Make sure that the Funding Source for Prevention= HPRP Source 1; Funding Source for RRH=HPRP Source 2. 60ESG/RRH ClientPoint - Single & Families12/2012

61. Service Costs and Funding Select one of the funding programs. Chose the program based on if client needs Rapid Rehousing (RRH) or Prevention. 61ESG/RRH ClientPoint - Single & Families12/2012 Select one funding program: 1) RRH - Housing Relocation and Stabilization Service — OR— 2) Prevention - Financial Assistance Type

62. Service Follow Up If needed, create a follow up “tickler” as a reminder by choosing the Follow up User Provider (or leave as the default) and the Follow up User from the pulldown list. 62ESG/RRH ClientPoint - Single & Families12/2012

63. Service Follow Up The Follow Up List displays on the User’s Home Page Dashboard. 63ESG/RRH ClientPoint - Single & Families12/2012

64. Service Status and Outcome Enter the Need Status and Outcome. In general, the service start date will be on the entry date. If the service will be ongoing, you can leave the end date blank and the Need Status “In Progress.” If the service ends on the same date it begins, enter the end date and set the status to “Closed.” 64ESG/RRH ClientPoint - Single & Families12/2012

65. Add Need Choose the Need from the dropdown list or click the Look Up button to find a term that best describes the need. Click the Save and Continue button to add a Service or Referral. Check Household Members if applicable! 65ESG/RRH ClientPoint - Single & Families12/2012

66. Referrals show other programs/agencies where needs can be met. Click on a service from the Service Code Quicklist, then click the Add Terms button or click the Service Code Look-Up button to display the AIRS Taxonomy search results. 66ESG/RRH ClientPoint - Single & Families12/2012 Add Referral(s)

67. Provider referred to, Follow up user, and selected need are displayed at the bottom of the page. 67ESG/RRH ClientPoint - Single & Families12/2012 Add Referral(s)

68. Search for Providers to send the Referral(s) When the Needs have been selected, a search will automatically begin. You can select Providers from the list, or refine the search criteria. Click the + to select the Provider as a “refer to” Provider. Matched Needs counts the number of needs this Provider can provide to the client based on the need selection criteria. 68ESG/RRH ClientPoint - Single & Families12/2012

69. Once the Providers have been selected, the user can “Notify” other ServicePoint Providers by e-mail. 69ESG/RRH ClientPoint - Single & Families12/2012 Referred-to Provider

70. Review Service Transactions Review all of the Historical Transactions, then click the Back to Dashboard button. 70ESG/RRH ClientPoint - Single & Families12/2012

71. View Service History Skip the long method! Click View Entire Service History and add services quickly by automatically diagnosing the Need to be the same as the service. Use the dashboard to save time. 71ESG/RRH ClientPoint - Single & Families12/2012

72. Multiple Service Transactions To save time, click Add Multiple Services from the Dashboard to add both the service and the need without having to enter each separately! Add more services by clicking the Add Another button. 72ESG/RRH ClientPoint - Single & Families12/2012

73. Multiple Service Transactions Enter an end date for the service, if available at the time of data entry. Enter the number of services; this is usually 1 (one); for example, to show 1 rental assistance received. 73ESG/RRH ClientPoint - Single & Families12/2012 NOTE: Number of Services is not sequential; for example, the next service is not 2, unless two of that particular type of service was received.

74. To add a Case Manager (optional), click the Case Managers tab, then the Add Case Manager button to enter support staff and contact information. Select from a ServicePoint user’s name or click the Set me as the Case Manager button. 74ESG/RRH ClientPoint - Single & Families12/2012 Case Manager

75. Click the Case Plans tab to create Goals, Action Steps and Case Notes to assist clients in planning self sufficiency and track outcomes. Classification and Type are conditional lists that can be customized! Send follow up “ticklers” to a ServicePoint User Home Page! 75ESG/RRH ClientPoint - Single & Families12/2012 Case Plans

76. Case Plans After saving, the Case Plans window will expand The Add Service or Add Multiple Services will take you out of case plans into Service Transactions. See the Service Transactions section for details. 76ESG/RRH ClientPoint - Single & Families12/2012

77. To enter the exit information for single clients and families; from the Summary Tab, click the pencil next to the Exit Date. The information displayed is from initial client entry. Make any changes to reflect updates to information at exit. Do not use Back Date at exit!!! 77 Exit Client(s) ESG/RRH ClientPoint - Single & Families12/2012 IMPORTANT: DO NOT click the Add Entry/Exit button, this will add a new entry to the client.

78. To exit all members of the household, select the checkbox next to the Client ID and Household Type to select all household members. Finish completing the Exit Data as follows: Exit Date: The date that the client left the program. Reason for Leaving: Choose the Reason the client is leaving the program. Destination: Choose the destination where the client is going after leaving your program. Click Save & Continue. The Exit Date displays in red. 78ESG/RRH ClientPoint - Single & Families12/2012 Exit Client(s)

79. Verify the Entry and Exit information. Choose Type = HPRP. Scroll down on this screen to view and update all the data as of the exit date including income and benefits for each household member. 79 Exit Client(s) ESG/RRH ClientPoint - Single & Families12/2012

80. Add any new sources of income or benefits using the correct start and exit date. If applicable, choose a different Housing Status. At exit, the goal is to have household stably housed. Click the Save button. 80 Exit Client(s) – Update Services ESG/RRH ClientPoint - Single & Families12/2012

81. Remember, the most recent assessment and services values will automatically populate, so if you have been updating the client’s assessment during their stay, this information will be more accurate. 81 Exit Client(s) - Assessments ESG/RRH ClientPoint - Single & Families12/2012

82. DO NOT edit any older amounts; end that benefit using the day before as the End date, then add the new benefit source Start and End Date. Complete questions for each household member. When all the data is accurate, click the Save & Exit button. 82 Exit Client(s) ESG/RRH ClientPoint - Single & Families12/2012 TIP: You can compare Entry and Exit Assessment information by clicking the appropriate tab at the top of the screen.

83. Before a client exits, all services must be ended and closed. From the Service Transactions Tab, click View Entire Service History. 83 Exit Client(s) – View Service History ESG/RRH ClientPoint - Single & Families12/2012

84. For each service enter the end date and change the Status to “Closed.” Also, edit the Outcome of the Need related to the service at this time. All services end when the client or household is exited. 84 Exit Client(s) – Status= Closed ESG/RRH ClientPoint - Single & Families12/2012

85. 85 PC Hardware password protection PC Hardware secure physical location PC Screen not viewable by casual bystanders NO stored passwords Security ESG/RRH ClientPoint - Single & Families12/2012

86. User has a question User contacts the Agency Administrator Agency Administrator researches issue using training materials and NH- HMIS website NH-HMIS Team researches unresolved issue Agency Administrator opens a Support Ticket to be used to track issue NH-HMIS Team researches & contacts Bowman Systems for unresolved issues NH-HMIS Team tests potential strategies for change NH-HMIS Team reviews unresolved issues as part of routine Performance Improvement Process Agency Administrator documents issues as part of their internal routine NH-HMIS Team documents issue in Ticket System and updates training materials if needed NH-HMIS Team brings change to NH-HMIS Advisory Council for approval and updates Policies if needed NH-HMIS Support Paradigm 86ESG/RRH ClientPoint - Single & Families12/2012

87. 87 To open a new HMIS Ticket 1. Open Internet Explorer 2. In the Browser address bar enter: http://support.nh-hmis.org http://support.nh-hmis.org 3. Login Id = hmisagencies 4. Password = Support2010 If you have problems accessing the system, please contact the HMIS Help Desk at: hmishelpdesk@nh-hmis.org ESG/RRH ClientPoint - Single & Families12/2012