1. Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Wally Lugo
HMIS Administrator, Palm Beach County
Lyndsey Morrell
Data & Evaluation Manager, Adopt-A-Family of the Palm Beaches, Inc.
Gloriene Claudio-King
Navigation Supervisor, Adopt-A-Family of the Palm Beaches, Inc.

2. Real Experience with Coordinated Entry
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Talking Points:
Real Experience with Coordinated Entry
Palm Beach County’s history with Coordinated Entry
Initial plan to implement CE
Processes attempted and changes made along the way
Tools adopted and adapted to meet our needs
Obstacles faced and overcoming them
Data driven system changes
Where we are going from here

3. Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Coordinated Entry – Homeless Resource Center Senator Philip D. Lewis Center
Palm Beach County opened the Senator Philip D. Lewis Center, the first Homeless Resource Center, on July 2, 2012 after years of planning and negotiations.
It is a collaboration between Palm Beach County, Gulfstream Goodwill Industries, Adopt-A-Family of the Palm Beaches, The Lord’s Place and various other organizations throughout the CoC
The facility serves as the core of Palm Beach County’s Coordinate Entry System as well as providing 60 Emergency Shelter beds
As part of the interlocal agreement with the City of West Palm Beach for use of the facility there are not to be any walk ups to the facility from the street

4. Coordinated Entry Timeline
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Coordinated Entry Timeline
July 2012
Senator Philip D. Lewis Center opens
Palm Beach County’s first Homeless Resource Center and central Coordinated Entry point
Fall 2012
Screening facility opens
The first major change to client navigation and CE
Fall 2013
Navigation transferred to HRC
Screening facility could no longer able to support CE. Navigations efforts changed and transferred to HRC
Navigation Scripts
Development began a uniform method of navigation
Winter 2013
Navigation and Referral Log
A tool was developed to collect and report client information coming through navigation
Spring 2014
(F-)VI-SPDAT implementation
The (F-)VI-SPDAT started to be used during navigation and reduced subjectivity
Early 2012: Interlocal agreement with the City of West Palm Beach is finalized
Agreement does not allow clients to walk up to the Homeless Resource Center
This policy remains in place
A solution needed to be found to be able to properly assess clients and make appointments

5. Client Entry Process – Initial
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Client Entry Process – Initial
Navigations conducted from HRC
An assessment is conducted to evaluate the clients current needs and their housing history.
Once assessed, it is determined for which services the client is eligible.
Emergency shelter may be provided at this time.
Full Assessment
Client calls Homeless Resource Center and is directed to the next available Navigator.
Navigator collects HUD UDEs and basic information about the current living situation. An appointment for a full assessment is scheduled.
Navigation
In order to comply with the agreement, the community decided that all clients would call one central phone number to collect information and be navigated from that point.
As calls came in they were directed to the next available Navigator
Using this method the call volume was too high to handle
There was little to no specialization and clients were given different information depending on who they spoke to
Navigators would speak to clients face to face as needed when they came in to the HRC.
The methodology was highly subjective and staff were not all equally trained/supported
A change was needed and the units needed to be separated in order to provide better service
Reporting:
Calls Received
Calls Navigated
Calls Scheduled for Assessment

6. Client Entry Process – 2012 Full Assessment Navigation Screening
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Client Entry Process – 2012
TLP Screenings
An assessment is conducted to evaluate the clients current needs and their housing history.
Once assessed, it is determined for which services the client is eligible.
Emergency shelter may be provided at this time.
Full Assessment
Screenings are reviewed by HRC staff.  Clients are called to be navigated.
Eligible clients are given an appointment for an Assessment at the HRC once a navigation is completed.
Navigation
Client walks in to screening site for a face to face screening completed by TLP peer specialist.
On a daily basis, screenings are separated by individuals and families then sent to Homeless Resource Center for review and follow up.
Screening
Community wanted clients to be seen face to face.
CoC asked The Lord’s Place to host a walk up center to allow for screening of clients prior to being navigated.
TLP used peer specialists and 2 supervisors.
Call volume was reduced but introduced a different set of variables.
Clients would have to potentially wait in long lines before they were able to be seen.
Clients were not able to get a determination of eligibility and had to wait to get called back by the HRC before receiving services.
At times screenings were lost and client services were delayed
Peer specialists were not always properly trained to ask questions or complete paperwork
This venture did enhance the relationship between agencies as they had to work together and find out how different programs operated
Once they collected the information TLP would send the screenings to the HRC separated into Individuals and Families
The units would attempt to call all of the screened clients for navigation
This methodology remained subjective
Reporting:
Collect number of clients going to TLP
Recorded number of screening sent to HRC
HRC reported number reached
Of those reached, the outcome of the call
Numbers didn’t always match

7. Client Entry Process – 2013 Navigations conducted from HRC
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Client Entry Process – 2013
Navigations conducted from HRC
An assessment is conducted to evaluate the clients current needs and their housing history.
Once assessed, it is determined for which services the client is eligible.
Emergency shelter may be provided at this time.
Full Assessment
Navigator asks further details about the client’s current living situation and resources. HUD UDEs are collected for the household.
Eligible clients are given an appointment for an Assessment at the HRC once a navigation is completed.
Navigation
Navigator asks questions about the client’s current living situation to determine homeless status.
Homeless clients are navigated. The remainder are referred to providers for other services.
Screening
Clients call Lewis Center and are transferred to the either Individual or Family Navigation to leave a message with their contact information to be contacted by a Navigator within 24 hours.
Client Call
Community wanted clients to be seen face to face.
CoC asked The Lord’s Place to host a walk up center to allow for screening of clients prior to being navigated.
TLP used peer specialists and 2 supervisors.
Call volume was reduced but introduced a different set of variables.
Clients would have to potentially wait in long lines before they were able to be seen.
Clients were not able to get a determination of eligibility and had to wait to get called back by the HRC before receiving services.
At times screenings were lost and client services were delayed
Peer specialists were not always properly trained to ask questions or complete paperwork
This venture did enhance the relationship between agencies as they had to work together and find out how different programs operated
Once they collected the information TLP would send the screenings to the HRC separated into Individuals and Families
The units would attempt to call all of the screened clients for navigation
This methodology remained subjective
Reporting:
Collect number of clients going to TLP
Recorded number of screening sent to HRC
HRC reported number reached
Of those reached, the outcome of the call
Numbers didn’t always match

8. Navigation and Referral Log data entry screens

9. Coordinated Entry Timeline
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Coordinated Entry Timeline
July 2012
Senator Philip D. Lewis Center opens
Palm Beach County’s first Homeless Resource Center and central Coordinated Entry point
Fall 2012
Screening facility opens
The first major change to client navigation and CE
Fall 2013
Navigation transferred to HRC
Screening facility could no longer able to support CE. Navigations efforts changed and transferred to HRC
Navigation Scripts
Development began a uniform method of navigation
Winter 2013
Navigation and Referral Log
A tool was developed to collect and report client information coming through navigation
Spring 2014
(F-)VI-SPDAT implementation
The (F-)VI-SPDAT started to be used during navigation and reduced subjectivity
Early 2012: Interlocal agreement with the City of West Palm Beach is finalized
Agreement does not allow clients to walk up to the Homeless Resource Center
This policy remains in place
A solution needed to be found to be able to properly assess clients and make appointments

10. Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Finding Solutions
Clients are not able to walk up to the Homeless Resource Center
Solution: HRC to navigate over the phone an set appointments for clients to come in
Obstacle: Navigators were not giving uniform information, subjectivity
Current navigation in need of support
Solution: TLP opened a screening center to alleviate unnecessary calls to HRC
Obstacle: Staff training and frequent double work, missing information
Screening Center closed
Solution: Reinstate phone navigations with new methodology
Obstacle: Subjectivity and lack of uniformity between Navigators
Subjectivity and lack of uniformity
Solution: Navigation scripts and flow charts were created
Obstacle: Subjectivity still an issue, unable to prioritize clients for limited services
Side doors and duplication of services
Solution: Referral Log tracking household assessments and referrals, providers could call HRC to verify client status
Obstacle: Not visible through CoC, unable to prioritize based on assessment information

11. Navigation Script Creation
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Navigation Script Creation
We are all on the same page and saying the same thing
It was clear that if we were going to be doing navigations over the phone that all the Navigators needed to be on the same page and saying the same thing.
The first step of this process was to determine what needed to be said, at what point and what decisions needed to be made during navigation.
Additionally, Navigators needed to know where to refer clients if they were not eligible for homeless services through the Lewis Center.
Various flow charts and script drafts were written and tested before including them in our Coordinate Entry Policies and Procedures.
Time was spent training Navigators on services available through the CoC and how to speak to clients in a way which would yield the most accurate version of their story
It became clear that if we were going to be doing navigations over the phone that all the Navigators needed to be on the same page and say the same thing.
The first step of this process was to determine what needed to be said, at what point and what were the decision that needed to be made.

12. Navigation Script Creation
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Navigation Script Creation
We are all on the same page and saying the same thing
By the middle of 2014, Palm Beach County had started using the (F-)VI-SPDAT and SPDAT tools to prioritize clients for services.
To add these tools to navigation the scripts went through more fine tuning. Their inclusion allowed navigation to become increasingly uniform and vastly more objective in its approach to service eligibility.
OrgCode observed our Coordinated Entry System and noted that though the (F-)VI-SPDAT was not intended to be conducted over the phone, the way the tool was incorporated did not affect the validity and showed that it could be adapted to meet the unique community needs.
Over time the script has changed as the needs and available services in our community change but the focus is always housing and remaining housed.
It became clear that if we were going to be doing navigations over the phone that all the Navigators needed to be on the same page and say the same thing.
The first step of this process was to determine what needed to be said, at what point and what were the decision that needed to be made.

13. This is an example of what our script and workflow looked like post (F-)VI-SPDAT

14. Coordinated Entry Timeline
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Coordinated Entry Timeline
July 2015
CoC migrates to new HMIS vendor
~3 years of client information is transferred – much of it manually
Early 2016
Data Clean Up
Agencies across the CoC cleaned up migrated data
Navigation Scripts Updated
Wording adjusted for HMIS Data Standards
Summer 2016
Street Outreach officially joins CE
PBC Homeless Outreach Team (HOT) leads initiative to coordinate CoC SO teams
Summer 2017
Message Log in HMIS
Incoming calls are able to be recorded and tracked through HMIS
By Name List in HMIS
Testing began for the BNL to be manipulated through HMIS
Fall 2017
Housing Stability joins CE
County Homeless Prevention offices join coordinated entry navigation
Future
Second HRC
More Navigators
Population specialized
Diversion and Reunification
Full integration of HP service providers into CE
Early 2012: Interlocal agreement with the City of West Palm Beach is finalized
Agreement does not allow clients to walk up to the Homeless Resource Center
This policy remains in place
A solution needed to be found to be able to properly assess clients and make appointments

15. Prioritization Prioritizing Objectively
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Prioritization
Prioritizing Objectively
Prioritizing started with just those scheduled for assessments
Shelter and RRH were prioritized subjectively
Shelter began to be prioritized based on Length of Homelessness
In 2017 we began to research how to prioritize RRH
In 2018 new standards were written and we now use an Acuity Score to prioritize for both Shelter and RRH
These standards are broken down into sub-populations:
Singles, Families, Youth (18-24)

16. Prioritization Prioritizing Objectively
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL

17. Prioritization Family RRH Levels Prioritizing Objectively Level
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Prioritization
Prioritizing Objectively
Family RRH Levels
Level
Case Length
Services
Acuity Level
Level 5
30% Adjusted Gross Income (AGI)
19-25
Level 4
12 mos.
Subsidy & Case Management
13-18
Level 3
9 mos.
10-12
Level 2
6 mos.
5-9
Level 1
3 mos. 4

18. Reporting on Coordinated Entry
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Reporting on Coordinated Entry
How much information is too much
Reporting started with just the basics
Those receiving reports asked clarifying questions
Report went from ~10 data points to over 80

21. Reporting on Coordinated Entry
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Reporting on Coordinated Entry
Our Future
Our CoC is moving to a Public Report in a Dashboard format
All data will come straight from HMIS
The report will feature fewer data points in order to focus in on key points that can direct us towards our goal of reaching functional zero.

22. Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution

23. Remote Coordinated Entry: Using Tools and Partnerships to Create an Innovative Solution
Palm Beach County, FL
Contact Information
Wally Lugo
Lyndsey Morrell
Gloriene Claudio-King