1. September 18-19, 2006 – Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development Basic System Administration: The Skills You Need to Manage Your System, Users, and Vendor Tracy D’Alanno, Colorado Department of Human Services Victoria Freeman, Chattanooga Regional Homeless Coalition Patrick Taylor, Indiana Coalition on Housing and Homeless Issues

2. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 2 Presentation Overview Learning Objectives The 5 Components of HMIS System Administration and Vendor Relation Issues The Day-to-Day Operations of HMIS System Administration Strategies for Developing Your HMIS Implementation Plan

3. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 3 Learning Objectives To identify strategies used to create implementation and roll out plans to successfully manage your system and plan for the unexpected. To provide participants with examples of setting up queries, reports, and training strategies to help manage the end users. To discuss strategies for maintaining a good working relationship with your application vendor.

4. September 18-19, 2006 – Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development The Five Components of HMIS System Administration Tracy D’Alanno Unit Manager, Homeless and Resource Development Colorado Department of Human Services

5. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 5 Five Components of HMIS Administration 1.HMIS Implementation & Rollout 2.HMIS Support 3.Community Involvement 4.Data Analysis and Reporting 5.Vendor Management

6. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 6 HMIS Implementation and Rollout Establish Policies and Procedures: Standard policies and procedures that all agencies should follow. Develop Agreements/Contracts –Vendor Contract/Agreement –Agency Agreement: Agreement requiring agencies to comply with established policies and procedures. –End User Agreement: User policies, responsibilities and ethics Determine Informed Consent Policy –Implied: HMIS data collection is explained and client gives their information freely, without directly being asked to participate. –Verbal: The client verbally agrees/disagrees to participate in HMIS data collection. –Written: The client signs a form to agree/disagree to participate in HMIS data collection. –Privacy Notice: Brief document posted by the user agency that describes a consumer's data rights in relation to HMIS.

7. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 7 HMIS Implementation and Rollout Agency Readiness- Agencies must meet basic requirements to move forward with implementation. Agency Profile Setup- Agency profile set-up on live site. Site Administrator Training- Agency individual responsible for creating/maintaining program and agency profiles. First level of support for end users. User Training- End user training covers data entry, policies, procedures, privacy, and security. User Manual - Some vendors supply and sometimes you have to make your own. Training Evaluations – We ask participants to complete an evaluation form for each training held.

8. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 8 HMIS Implementation and Rollout Create Hard Copy Forms – If not supplied by Vendor –Intake –Exit –Universal –Programmatic Set-up Data Quality Plan Create Helpdesk Create an Implementation Check List for User Agencies Create Risk Management Plan Create a Project Plan License to Steal: http://www.cdhs.state.co.us/shhp/HMIS-Implementation.htm

9. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 9 HMIS Support Manage Helpdesk- If end user requests don’t go directly to your vendor, then the system administrator will be responsible for resolving issues and requests. Monitor any Message Boards/Forums Publish a Newsletter Regulate Data Quality – Monitor data to ensure completeness, consistency, and accuracy. Audit Agencies to ensure compliance with policies/procedures. Organize Regular User Meetings

10. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 10 HMIS Support Assist Agencies with Information Needs –Reporting –Exporting Data Make necessary updates and revisions to Policies and Procedures Manage system integration, releases, upgrades and development Provide On-going Training

11. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 11 HMIS Support - Training We use a combination of Power Point Slides, Hands-On Exercises and a Step by Step Training Manual.

12. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 12 Fill out the form Leave Client ID blank Click Add Client Record button New window with client information pops up Save that client (like before) Close that new client window. Refresh the current screen. PowerPoint includes system screen shots and all training occurs on a duplicate training site. Household – Add Member (new client) HMIS Support - Training

13. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 13 Community Involvement Ongoing community and public awareness –Monthly reports to CoC Board –Newsletters –Alerts –Community meetings and public presentations Increasing agency participation –Pressure from other funders (state, county, city, private) –Demonstrations –Available training – evenings and weekends –Peer pressure Monitor HUD Regulations Hold consumer forums

14. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 14 Data Analysis and Reporting Cleaning Data Data aggregation Standard reports: AHAR, APR’s, ESG, Consolidated Plans, PATH, Rhymis, etc… Ad-hoc Reporting Evaluating Outcomes – City/County Plans, Program Management, State Policy Academy Plans

15. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 15 General Vendor Management Communicate Prioritized End User Feedback Software Design and Upgrades – May include working with vendor to determine scope of new releases, bug fixes, user-friendliness, adherence to HUD data standards. Receive on-going training on versions and upgrades. Test each release before posted to live site. Ask for a training site. Perform security audits – security configuration including firewalls, audit trails, database encryption, and unauthorized access to information.

16. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 16 Vendor Management – Lessons Learned Do your homework - Vendors are selling you a product – make sure the product actually has the functions that you thought you were buying Clearly define expectations – When paying for upgrades and new functionality – Clearly define scope, functionality, deadlines, expectations and ramifications if the vendor does not meet your requirements Sometimes you get what you pay for! Sales persons are not programmers! Get agreements in writing!

17. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 17 Vendor Management – Example Problem Overview of Colorado Experience/What a Deal?: –History and Colorado Structure –211/HMIS Integration –Vendor Promises Outcome –Software not completed on time –Functionality promised but not delivered –What user friendliness? –Response to bugs and major function problems Current Issues –No APR or general reports –Sharing and Rapid Entry not completed –Inability to correct data entry errors –Cumbersome intake process

18. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 18 Current Vendor Solutions Assign one contact person to work with vendor Work directly with programmer/developer and not sales person Ask HUD for assistance with vendor Raise additional funds to pay for functionality Coordinate with other user communities Investigate other software solutions Clearly outline –scope –functionality desired –timelines and consequences of not meeting timelines

19. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 19

20. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 20 Risk Management Plan

21. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 21 Sample Data Quality Report

22. September 18-19, 2006 – Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development Basic System Administration- The Skills You Need to Manage Your System, Users, and Vendor Victoria Freeman System Administrator Chattanooga Regional Homeless Coalition

23. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 23 Presentation Overview General Administration Provider Set-up and Involvement Training / Work Flow Monitoring & Maintenance Reporting, Quality Control, and Troubleshooting Vendor Support Software Specific Notes

24. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 24 General Administration Critical Issues: –User groups –Agency administrators “Do”s & “Don’t”s: –Do carefully plan the purpose and format of user group meetings if you decide to have them –Do maintain tight control over the scope of administration function at the agency level –Do make sure you are accessible to the users, agency administration and management

25. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 25 General Administration (cont’d) “Do”s & “Don’t”s (cont’d): –Do promote your HMIS and demonstrate it to non-users –Do participate in HMIS studies –Do keep your HMIS user billing up to date and know your revenue. –Do use Resources such as www.HMIS.Info

26. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 26 Provider Set-up Critical Issues: –Business agreements, confidentiality agreements and end- user agreements –Initial training “Do”s & “Don’t”s: –Do Establish procedures and policies (related to data entry, confidentiality and agency responsibilities) before implementation –Do make sure that the end user’s that need to share information on clients between programs is set up at the beginning –Do make sure that the Agency Admin is set up at the highest level of security so they can report on all programs.

27. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 27 Training and Work Flow Critical Issues: – User training – Who provides the training / consistency in training “Do”s & “Don’t”s : –Don’t let a user on system without training –Do provide training on how the HMIS works and how the information/data entry flows (instead of just giving step-by-step instructions to complete a task) –Do tell the user which data fields you require them to complete (and why such data is important) –Do have end users return on a quarterly basis.

28. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 28 Training and Work Flow (cont’d) “Do”s & “Don’t”s (cont’d): –Do get to know providers/end users & their work flow –Do get a copy of the provider intake form –Do develop a consistent way to evaluate intake forms –Do be patient - Some people get very nervous and anxious about working on computers –Don’t make customizations if you can avoid it –Do approach the HMIS from the perspective of an end user so you understand how they need to enter data –Do discuss workflow and adjust the paperwork to HMIS or the HMIS to the paperwork. –Do order up the assessments by order of the work flow, if applicable.

29. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 29 Monitoring & Maintenance Critical Issues: –Detailed monitoring of data entered by new users soon after implementation (within week after implementation) –Routine contact with users “Do”s & “Don’t”s: –Do plan to provide training on a periodic basis –Do monitor new end users with reports and call them –Don’t add fictitious names to the live database for testing or training (use a training site instead) –Do remember to delete end users not participating in HMIS. (This helps keep security procedures.)

30. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 30 Monitoring & Maintenance (cont’d) “Do”s & “Don’t”s (cont’d): –Do ask user how they enter their data so you can learn about the questions they are afraid to ask –Do run periodic reports to find incorrectly entered data –Don’t have unused licenses (this could add to your HMIS cost)

31. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 31 Reporting, Quality,Troubleshooting Critical Issues: –Universal Data Elements –Data mapping –Training site “Do”s & “Don’t”s: –Do run a periodic report on the universal data elements to see if users are entering required data –Do learn the data mapping of your database - It is critical to generating accurate reports and is helpful when troubleshooting

32. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 32 Reporting, Quality,Troubleshooting (cont’d) “Do”s & “Don’t”s (cont’d): –Do make sure you fully understand a user’s needs before making a custom report - a standard report maybe sufficient –Do use a training site (if available) to help you train and troubleshoot. –Do troubleshoot with new updates to HMIS. (You need to know the new updates before the end users.) –Do use required data fields for all fields you need to report on as the System Administrator. –Do keep queries of data that your are asked to report on frequently.

33. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 33 Vendor Support Your vendor support needs to be more advanced than you on the HMIS. If your vendor has work groups, be as involved as you can to have an active role in software development. If your support person sounds like they are just giving “textbook” answers to your questions, beware - Your support person should know the system well enough to go beyond what is in a book.

34. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 34 Vendor Support Critical Issues: –Knowledgeable support staff –Work with the same support person as much as possible “Do”s & “Don’t”s: –Don’t be afraid to ask about your primary support person’s experience –Do make a good effort to troubleshoot a problem before contacting software support - You will learn a lot more that way

35. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 35 Final Thought Be the master of your HMIS. Know it from the bottom up and treat your users with compassion and understanding. You will be a dynamite System Administrator!

36. September 18-19, 2006 – Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development Basic System Administration - The Skills You Need to Manage Your System, Users, and Vendor Patrick Taylor Senior Program Director Indiana Coalition on Housing and Homeless Issues (ICHHI) Email: ptaylor@ichhi.org Website: www.ichhi.org

37. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 37 Overview Indiana’s HMIS Implementation Structure Strategies for Creating Implementation Plans Illustrate Benefits of HMIS Lessons Learned Final Thoughts

38. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 38 Learning Objective Identify strategies used to create implementation and rollout plans to successfully manage your system and plan for the unexpected.

39. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 39 The Hoosier Management Information System 91 of 92Counties in Indiana covered by the HMIS (all except Indianapolis) 5924Beds in the CoC Housing Activity Chart 153Agencies “using” the HMIS 67Agencies active w/in last two weeks 151Users with active w/in last two weeks 50%Approximate bed coverage on July 18, 2006

40. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 40 Indiana’s Basic HMIS Implementation Began HMIS planning in July 2003 –Used HUD HMIS Implementation Guide Considered CoC structure –Identified 3 pilot communities –About 30 agencies First training: April 28, 2004 –Threw a lot of the planning out the window

41. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 41 Indiana’s Basic HMIS Implementation Why? –Not enough staff (2.0 FTE) –Didn’t anticipate the level of follow up required –Didn’t have a lot of executive level buy-in Caused us to play from behind Difficult to keep our heads above water

42. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 42 Current Staffing Level 4 Full time staff –1.0 FTE Project Director –3.0 FTE Trainers/Implementers Plus percentage time for: –Bookkeeper –Executive Director –Security Auditor

43. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 43 Current Staffing Level is Still Insufficient Think caseloads –How many agencies/users can one FTE keep track of? Think about every aspect of implementation –New user training- Follow up –User group meetings- Cold calls –Staff meetings- Travel time –Vendor meetings- Communications –Helpdesk- Other duties as assigned by supervisor

44. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 44 Before we go further… time for a “pop” quiz

45. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 45 Implementation Quiz Question #1 In 1969, the psychedelic song “In the Year 2525” predicted: a. the existential future of mankind

46. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 46 Implementation Quiz Question #1 In 1969, the psychedelic song “In the Year 2525” predicted: a. the existential future of mankind b. the next complete solar eclipse

47. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 47 Implementation Quiz Question #1 In 1969, the psychedelic song “In the Year 2525” predicted: a. the existential future of mankind b. the next complete solar eclipse c. the date your customization project will be ready

48. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 48 Take the Long and the Short View Run your implementation day by day –Need to fill out timesheets, schedule training space, etc. But keep a three year horizon –Projects can take a long time –Helps you see the big picture –Helps you strategize bed coverage The long and short view keeps your implementation model flexible

49. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 49 Implementation Strategies Top Down Pilot Community Coalition of the Willing Hybrid

50. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 50 Implementation Strategies Top Down –HMIS is mandated by a “hammer” entity –Pros: Everyone mandated will participate Often a large % of beds (ex: ESG Grantees) –Cons: Participation will be grudgingly Tendency to only do the bare minimum Less inclined to use advanced functionality

51. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 51 Implementation Strategies Pilot Community –HMIS is implemented by all providers in a targeted geographic area –Pros: All beds in one city Multiple program types entering data Defined training area can save on costs –Cons: Some agencies will be weak Negative agencies could try to poison their peers

52. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 52 Implementation Strategies Coalition of the Willing –Initial implementation targeted to agencies that have expressed an interest in HMIS –Pros: More likely to enter data Willing! –Cons: Could be all over the map geographically May not be diverse program types Willing! They’ll still forget their password, etc.

53. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 53 Implementation Strategies Hybrid –Take the best of many models and adapt to fit –Pros: Willing early adopters will want to use the system But if they don’t, they’ll get a call from the “hammer” Don’t have to plug it in –Cons: Could be all over the place geographically May not be diverse program types Willing!

54. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 54 Implementation Quiz Question #2 From the Stephen Stills classic “Love the One You’re With”, you’ll be humming “doo-doot doot doot doot doot doo-doot!” the next time you are: a. reminiscing about the era of free love

55. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 55 Implementation Quiz Question #2 From the Stephen Stills classic “Love the One You’re With”, you’ll be humming “doo-doot doot doot doot doot doo-doot!” the next time you are: a. reminiscing about the era of free love b. thinking about your spouse

56. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 56 Implementation Quiz Question #2 From the Stephen Stills classic “Love the One You’re With”, you’ll be humming “doo-doot doot doot doot doot doo-doot!” the next time you are: a. reminiscing about the era of free love b. thinking about your spouse c. training a user who just asked “What is a mouse?”

57. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 57 But seriously… Most people did not go into human services because they liked learning about new technology They want to help people For your implementation to be successful, you must demonstrate that HMIS helps people

58. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 58 Illustrate the Benefits of HMIS Get testimonials from your HMIS ambassadors –Early adopter agencies –Users who love everything about HMIS Run a few touch-of-a-button reports –A typical handout for the board meeting –The HUD APR Streamlining the admin part of the job frees up time to help people

59. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 59 Lessons Learned Do more onsite one-on-one training –Saves time in the long run –Agencies have more buy-in Run reports at every user group meeting –Don’t assume people remember things –Keeps focus on data quality

60. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 60 Lessons Learned Obtain executive level buy-in at the beginning –Earlier rollout of SOPs and Agency Partner Agreement –E.D. should sign the User Code of Ethics, not ICHHI Use your hammers early on (if you’ve got them) –Get funders to withhold drawdowns –Be careful that you are not perceived as the bad guy –HMIS field staff should not also be the bill collectors

61. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 61 Lessons Learned Do more demos and “pre” training meetings –Attend CoC meetings –Let people discuss their HMIS issues prior to training Keep people informed: The Opening Menu –Bi-monthly newsletter –Topics: Reports, Data Quality, New Features, Events

62. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 62 Lessons Learned Hand out “HMIS Status Reports” at meetings –List Agencies Trained, Agencies Currently Entering Data –Include a few simple demographics Be sure to qualify the data –Visual picture of how participation level affects statistics CoC Region 1A; 80% women served (35% beds reporting) –Opportunity for peer pressure

63. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 63 How Has the Hoosier Management Information System Changed? Then Staff train anywhere Group training Get them to a training Customization idea No committee No buy-in Good Cop Now Staff have a trade territory Onsite training Meet them where they are Customization Request Form Advisory Committee Agency Partner Agreement Good Cop / Bad Cop

64. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 64 Implementation Quiz Question #3 In her hit single “Anticipation” Carly Simon is waiting for: a. her date, Cat Stevens, to arrive

65. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 65 Implementation Quiz Question #3 In her hit single “Anticipation” Carly Simon is waiting for: a. her date, Cat Stevens, to arrive b. the ketchup to pour out of the bottle

66. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 66 Implementation Quiz Question #3 In her hit single “Anticipation” Carly Simon is waiting for: a. her date, Cat Stevens, to arrive b. the ketchup to pour out of the bottle c. guidance on HMIS and DV participation

67. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 67 Final Thoughts There’s no perfect time to implement HMIS –You’ll always be waiting for something –Something will always be out of order So… –Develop your plan –Keep what works –Stay focused –Forge ahead!

68. September 18-19, 2006 - Denver, Colorado Sponsored by the U.S. Department of Housing and Urban Development 68 Contact Information Tracy D’Alanno –Unit Manager, Homeless and Resource Development, Colorado Department of Human Services –tracy.DAlanno@state.co.us Victoria Freeman –Chattanooga Homeless Coalition, Chattanooga, TN –homelesscoalition@excite.com –423-698-2498 Patrick Taylor –Senior Program Director, Indiana Coalition on Housing and Homeless Issues (ICHHI) –ptaylor@ichhi.org –www.ichhi.org