1. HMIS Tools and Gadgets Vakil Kuner, City and County of San Francisco Jeffrey Ward, El Paso Coalition for the Homeless Justin Graham, Maricopa HMIS Project September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development

2. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 2 Presenters Vakil Kuner, IT Director / CIO - Human Services Agency, City and County of San Francisco Jeffrey Ward, El Paso Coalition for the Homeless Justin Graham, Maricopa AZ HMIS Project

3. Biometrics After Two Years of Experience September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development Vakil Kuner IT Director / CIO - Human Services Agency City and County of San Francisco

4. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 4 What Is Finger Imaging? Elements 1.Sensor 2.Image processing software 3.Image database 4.‘Matching’ software It’s not so simple Which finger? How many fingers? What’s the protocol?

5. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 5 How Finger Imaging Works Image is scanned Software finds minutiae Software converts coordinates to number Key Points: Image is not saved Number can not be converted to an image No two numbers are identical, i.e., the same finger will always produce a slightly different number Process is proprietary Minutiae

6. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 6 HMIS Components Shelter Reservation System 25 Shelters & intake points DSL connection to Internet CCSF control of desktop 2,500 Shelter beds Permanent & Transitional Housing 50 Housing sites DSL connection to Internet Provider control of desktop 1,500 Housing units growing to 3.500

7. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 7 Why Use Biometrics – Goals 1.Improve unduplicated count accuracy 2.Reduce fraud 3.Protect client confidentiality 4.Use tax dollars wisely - cost effective

8. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 8 What Problems Are Created? Law enforcement – must be incompatible Advocates – must be secure Implementation – must be easy to use in the field Client population – many have poor fingerprints Search system - designed for high false negative

9. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 9 Image Reading Issues Client population has 10% - 15% rate of unreadable fingers Abrasion Substance abuse Systems are designed for low false positive, high false negative. False positive rate.00016& with one finger False negative rate 12.0% with one finger Need a backup system - photos Two fingers reduce false negative to 1.4%

10. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 10 System Design Issues Tradeoff of database capacity vs. search speed Matches are ‘close enough’, not exact Searches look at the entire database Our numbers: System must do 17,463 matches per second 2,300 searches per night at shelters 41,000 records in database (6-10 months) 94,300,000 matches are required within … 90 minute check in period

11. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 11 Hardware vs. Software Solutions Hardware solution Blade server does 5,000+ matches per second Failover is automatic Add blades if need more capacity Secure, hardened servers Cost $65,000 (BioLink) Costs are 2002 and likely have changed Software solution SQL server or Oracle servers. Match rate ? Failover more difficult Cluster servers if need more capacity More difficult to secure Cost $200,000 not including hardware (Digital Persona)

12. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 12 Goal Report Card 1.Improve unduplicated count B+ 2.Reduce fraudB+ 3.SecureA 4.Cost effectiveB 5.Incompatible with law enforcementA Client acceptanceB+ Advocate acceptanceC Provider acceptanceD

13. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 13 Provider Issues Startup Problems Low use of finger image for check-in (5% - 25%) Addressing these issues by Enrollment too long Cleaning client fingers High breakage rates of image readers Training issues Staff turnover Buggy software Continual training New software system Surprises

14. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 14 Surprises (??? or #*%!!) Where’s the vendor? Moscow??? Time Zones, cultural issues, communication Can we image a corpse? Yes – if you change the system parameters

15. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 15 Recommendations Be aware of issues Search speed Backup system when imaging does not work Rugged finger image devices Get buy-in from shelter staff and support them Security is an important technical issue Market continues to change rapidly Look at lots of vendors Evaluate both hardware and software solutions Do not count on your vendor being around long term

16. Applying Technology – Developing A Simple ID Card System September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development Jeffrey Ward, El Paso Coalition for the Homeless

17. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 17 Some HMIS Applications Are More Difficult Than Others Two areas have presented major challenges to our HMIS implementation: Applications that have high transaction volumes Emergency Shelters Van Transportation Applications that require additional security for client protection Domestic Violence Shelters

18. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 18 Common Limitations to Implementation HMIS implementations share common constraints. Technology applications must be developed that work within these limitations: Limited Budgets HMIS group Client agencies Limited ability to modify software Limited ability to change agency procedures

19. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 19 “Trial” Approaches – High Volume The first method doesn’t always work – our unsuccessful approaches include: Standard software solution Too slow for existing agency procedures Finger imaging ID server too costly for our HMIS Modified legacy system Duplicated effort/duplicated database

20. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 20 “Trial” Approaches – High Security Standard software solution Agency concerns about security Not sure about system capabilities – zero risk goal Loss of client protection away from DV shelter Intimate stalker concerns Publicity over commercial credit data theft – lowered trust in computer system security Unique “code” for DV clients in HMIS Identified client as a resident at DV shelter Added risk of client duplication within system Required special handing by other service providers

21. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 21 The Simple ID Card: A Work-in-Progress Provides benefits to participating homeless individuals: Reduced wait times/faster processing Limited information helps to protects privacy Reduces agency service times Simple interface to existing software; Provides positive ID to our HMIS software and reduces the risk of duplication Encourages consistency and accuracy within HMIS

22. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 22 The Simple ID Card A Work-in-Progress Technology is available, simple, inexpensive Works within our limitations – a “bookend” solution Allows for an incremental implementation Increases participation in HMIS A lost card does not place personal information at risk

23. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 23 The Simple ID Card We limit information to: Client’s Photo Bar-coded HMIS ID Human readable HMIS ID Participation is voluntary

24. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 24 The Gadgets – Pilot Program The pilot process should utilize existing resources Existing 4.0 Meg camera$ 0 Existing color printer$ 0 Demo software and Word/Excel$ 0 Existing lamination equipment$ 0 Existing wireless network$ 0 Barcode readers$ 100 each The pilot project should identify problems and build support

25. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 25 The Gadgets – Implementation Approximate costs per site for card preparation: Camera$ 200 – 400 Software$ 300 – 400 Card printers$ 850 – 2,000+ Barcode readers (each)$ 85 – 400 Memory barcode readers (each)$ 100 – 350

26. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 26 Lessons Learned – So Far Never miss an opportunity to share your ideas, strategies and concerns – great ideas often come from unlikely sources Listen to your client agencies – their buy-in is essential Engage your DV shelters early – they will probably not trust your system until they begin to trust you. Example: The Chair of our HMIS Privacy/Confidentiality Committee came from our primary DV shelter

27. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 27 Lessons Learned – So Far Build enthusiasm and gain feedback through simple, hands-on technology demonstrations Confirm acceptance by homeless clients during pilot testing Assemble small successes into an overall system Keep chipping away as new problems develop Try to keep initial investments low enough that: You are not afraid to start over if it doesn’t work You will buy and try the hardware Focus on “bookend” technologies that work within your current limitations

28. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 28 Summary The diversity of our agencies make an HMIS implementation different from “normal” software implementations; Industry models don’t necessarily work Because of software limitations and the common reluctance of agencies to change their procedures, HMIS is often stuck between “bookends” that we cannot control; Our focus should be on technology and strategies that we can control An iterative approach using simple technology and extensive pilot testing can be very effective in this environment Don’t be afraid to try the gadgets and see how they might work for you; You can start right now

29. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 29 Hands on Technology Examples of barcode hardware and simple ID samples are available for demonstration: USB barcode scanner Wedge barcode scanner Symbol “keychain” memory barcode reader Example of free barcode font available from Internet Sample laminated and plastic card ID’s Sample badge preparation software Camera to software transfer Sample barcode scan to database application BioLink U-Match finger scan reader

30. Client/Employee ID Cards September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development Justin Graham, Maricopa AZ HMIS Project

31. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 31 Status of Implementation Four agencies using ID cards Central Arizona Shelter Services (CASS) Phoenix Rescue Mission (PRM) Streets of Joy Day Resource Center (DRC)

32. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 32 CASS Breakdown Largest homeless shelter in Maricopa county Serves on average 400 clients a night Check-in time before ID cards – 1 hour 15 mins Check-in time with ID cards – 15 minutes Employees are using ID cards for entry into the shelter facilities

33. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 33 ID Card Information Information on the cards: Client Name Client Date of Birth Picture of Client HMIS Client ID Barcode of Client ID Agency Information

34. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 34 Startup Cost Breakdown ProductPrice Printer$1,620.00 Software$349.00 Camera$249.99 Printer Cartridges$92.86 ID Cards (500)$38.48 Tripod (Optional)$40.00 Light (Optional)$15.00 TOTAL$2,405.33

35. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 35 Technology Vendors Same vendor used by all agencies for card production; Other vendors available across the country Different cameras in use by the agencies; Minimum of 3 mega pixels is necessary for a clear picture ID

36. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 36 Technical Setup Check with HMIS software vendor for products that are compatible with the software Research and price different vendor solutions Research available technological grants to pay for the equipment Test technology with a training website if possible Purchase equipment and do behind the scenes setup for the staff Provide lots and lots of training for the staff

37. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 37 Staff Procedure Easy as 1, 2, 3 for the staff: Step 1: Take a picture Step 2: Download picture and create the ID card Step 3: Print out the card and verify the information The following presentation are sample staff training slides about using client ID cards. Please feel free to modify it to meet your individual needs

38. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 38 Advantages Reduce check-in time at shelters/out-patient facilities Reduce duplication of clients within the system Cards with a barcode can be used for scanning the client for an individual or group service such as a class with a barcode scanner Cards have been welcome at financial institutions as a form of identification Client picture can be attached to the clients’ profile in the HMIS software where available

39. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 39 Disadvantages Re-creating cards for clients that lost them Increased amount of training for staff and staff turnover Staff tend to have more anxiety over ID cards than clients On-going costs of cards and ink Increased duties for the agencies technological staff

40. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 40 Lessons Learned Staff need lots of training to accept the new responsibility: Show examples of how it has helped other agencies. In very basic steps show how the process works (see attachment) Have a paper instructional sheet showing staff the process of creating ID cards Allow the staff to take and download sample pictures and create sample cards to get used to the system before working with clients There is never enough training

41. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 41 Equipment Links Card printer and accessories http://www.fargo.com/ ID Card Software http://www.ttsys.com/badge_ezbadges.html

42. Client ID Card Tutorial September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development Justin Graham, Maricopa AZ HMIS Project

43. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 43 Creating ID Cards Creating ID cards is as simple as 1, 2, 3: Step 1: Take a picture Step 2: Download and create the ID card Step 3: Print out the card

44. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 44 Step 1: Take a Picture The first step in creating a picture ID card is taking the picture A tripod can be used to help steady the camera or if you want to use the camera’s timer A good light source is necessary for a clear picture

45. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 45 Step 2: Download and Create The next step is to download the picture using the camera’s software Use the ID card software and type in the clients’ information Check with your IT staff to see where they setup the download area for the pictures

46. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 46 Step 3: Print The last step is to print out the ID card ID card printers take a little longer than paper printers, please be patient If you have problems with the printer, please contact your IT staff

47. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 47 Finished Card Now you have the finished ID card for the client Please verify the information is correct on the card before giving it to the client

48. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 48 Tips Practicing taking pictures of the office, outdoors, etc. to get comfortable with the camera Practice downloading the pictures to the computer to get comfortable with the software If you have questions, please ask versus assuming; There is no such thing as a stupid question

49. September 13-14, 2005 St. Louis, Missouri Sponsored by the U.S. Department of Housing and Urban Development 49 Questions Questions????