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Case Management

When should I "restrict" a client record?

Typically, a client record is restricted from view if the client does not sign Client Release Form (download available). Your organization may have specific policy not to share information on certain clients, such as minors.

How do I remove a person from a household?

There are two procedures to choose from depending on the situation.

A. To remove a person from a household and place into new single-person household, follow these steps:

  1. Click Edit Family from the Case Management menu.
  2. Identify the family member you wish to remove.
  3. Scroll to the right of the screen until you see a field labeled Date Removed.
  4. Enter the date the person left the current household.
  5. Click Save.

B. To remove a person from a household and place into another existing household, follow these steps:

  1. Click Find Client from the Case Management menu.
  2. Search for and select a member of the existing household. 
  3. Click Edit Family
  4. On a blank line, enter the person's name you wish to remove from the other family. 
  5. Select the person from the search results. 
  6. Scroll to the right of the screen and verify all the information is correct. 
  7. Click Save. 
  8. Click Find Client a search for and select a member of the previous household. 
  9. Perform Steps A1 - A5.

Note: Since a person can technically belong to more than one family at any time, ClientTrack does not remove the person from the other family unless you enter a date.

CM Remove a person

Can I re-open an old enrollment for a client who exited our program and recently returned?

When you have a client who has been out of the program for less than 90 days, you have the option to re-open the previous. For this, go to the Enrollments page.

CM Remove a person

 

If my client now has a job, do I have to update his/her employment status?

Your grant program determines how often you must re-assess or re-examine your client. For example, HPRP requires a re-elibility examination at least once every 90 days. In general, best practice is to maintain up-to-date records to ensure accurate information is available in the HMIS at all times.

To create a new assessment, launch the In Program Followup Workflow.

For more information on your reporting requirements, speak with your administrator.

CM update employment

What happens when the head of household changes?

It is very important to maintain accurate household data in ClientTrack. Best practice is always to add information to case history, rather than change old data to match the present situation.

To change the head of household, simply edit Relationship to Head of Household on the Family page. If the head of household has left the program, you will need to exit the client from the enrollment and enroll a new head of household. 

CM Head of household 1

To remove the client from the family, please do not delete the relationship; simply enter a departure date. Select Edit Family, then select Family History. Click the blue action wheel and select Family Members. Select the edit icon (notepad) next to the member who left the family and enter the departure date.

head of household 2

Records Administration

How do I log in to TX ClientTrack?

From an internet-ready computer, enter your username and password on the login page.

Remember your login credentials are 100% case sensitive. If you do not remember your password, check with your administrator. Your administrator can reset your password under the User Home Page.

How can I prevent duplicated clients?

You may have noticed the emails about duplicated clients being merged; this is a process that we do every week and is also preventable. Here are some of the reasons why we get duplicated clients entered into the system.

The biggest reason is lack of searching for clients. Before you add a new client to the system, first try to search for the client by first and last name. The next reason duplicates are being created is due to names being misspelled ie. John Smith –Jon Smith or shortened names like Chris-Christina etc. Please use the clients' legal name (first and last) and verify the spelling based on the clients' paper intake. Additionally, duplicates are created because of incomplete data entry such as missing birthdate data or entering just the last four digits of Social Security numbers. When our users enter more data for the clients the better the data quality and less likely we will have duplicated clients. Data format inconsistency is a large factor; when you enter a name if we all format it the same way this will help when searching for clients. When entering the clients' name be sure to not have your caps lock on. An example of this is "JOHN SMITH". The correct format for entering a clients' name is to have the first letter of the first and last name capitalized, "John Smith".

The issues listed are the most common reasons for client duplication and with your help we can prevent the duplication of clients. We would greatly appreciate it if you can communicate this with your team and be sure they understand the correct format for entering in client information. If you feel your case managers are in need of a HMIS refresher training please register them on the THN webpage.

How do I edit my client's universal data assessment?

It is important to edit or correct any mistakes or inconsistencies in your client's Universal Data Assessment. Doing this often throughout the year will save a lot of time in the long run.

1. From the client's dashboard, select "Enrollments"

2. Find appropriate program enrollment, click blue circle, and select "Review Entry Assessments"

3. Select "HMIS Universal data" and make all necessary changes

How do I delete a duplicated client?

Client records can only be deleted by your system administrator. Please contact the HMIS Help Desk, and include the client ID in your message.

How do I merge duplicated client records?

Client records can only be merged by your system administrator. Please contact the HMIS Help Desk, and identify by client ID which records you would like merged. If the duplicated record belongs to another organization, our staff will help facilitate the merger.

Should I delete a client record if the client did not qualify for assistance?

No, it is not necessary to delete this client, but you should delete the enrollment.

  1. Select the Client Track tab at the top of the screen.
  2. Select Find Client to locate the client record.
  3. Select the Enrollments menu.
  4. Click the action gear next to enrollment you wish to remove and select Delete.

If the client returns, stored information will always be available.

How do I edit information on family members?

  1. Select the Client Track tab at the top of the screen.
  2. Select Find Client to locate the client record.
  3. From the Edit Family section, select Family History and click the action wheel to edit family members and associations. 

How can I edit client information I have entered?

  1. Select the Client Track tab at the top of the screen.
  2. Select Find Client to locate the record.
  3. Select Edit Client to view the client's intake form.
  4. Click Finish to save your changes.

What is a "duplicate client"?

A duplicate client is simply a client with two or more records in the system. Duplication usually occurs when the user does not search for an existing record and instead creates a new one. To ensure your organization has access to the highest quality data, our staff works to maintain a low level of duplication. If you receive a message from the HMIS Help Desk regarding duplication, please respond as soon as possible.

Reports

How can I print a report?

When you generate any report, you have the option to print the report from the display page. Simply right click the report to print from your browser; or, save the report as a PDF or Excel file, then print.

Why do clients have missing or inaccurate data on reports?

Here are some troubleshooting tips to address common issues with reports.

  1. Check to make sure you're using the right report to answer your query. If you're not sure, contact the help desk for assistance.
  2. Check to make sure the report parameters are set correctly. For example, the date range often affects which records are included in your report.
  3. Check to make sure client data is entered correctly. For example, an inaccurate assessment might be linked to your client's program enrollment.

When I run the case manager report, why are some clients assigned to the wrong staff?

During intake it is the ClientTrack default setting to automatically fill the case manager field with the name of the person logged in. It is possible someone else performed the intake without manually entering the name of the correct case manager. To edit:

  1. Select the Client Track tab at the top of the screen.
  2. Select Find Client to locate the record.
  3. Select Case Managers from the Edit Client menu.
  4. Click the edit icon to make changes.
  5. Click Save when you have finished.

Reports Clients wrong staff

When I run the HPRP QPR, the number of clients served does not appear to include all households and family members. How do I fix this?

These are the most common reasons for inaccurate HPRP QPR totals:

  1. Family Members Are Not Enrolled: Each family member must be enrolled in the head of household's case in order to appear on the HPRP QPR.
  2. Missing Services: The household must have an HPRP grant service recorded during the reporting period. Remember: you only need to record services to the head of household.
  3. Housing Status Unknown: On each client's Universal Data Assessment, there must be a known housing status. If "don't know" or "refused" is selected, the HPRP QPR will not report the client.
Services

How do I record services?

  1. Select the Client Track tab at the top of the screen.
  2. Select Find Client to locate the record.
  3. On the Services screen, you have data-entry options:
  • Add New: use this option to record a single service.
  • Quick Service: use this option to record multiple services for a client.
  • Multi-Client Quick Service: use this option to record multiple services for multiple clients. Note: this option is not available for HPRP services.

How do I track a service not listed in TX ClientTrack?

Your system administrator configures each HMIS based on specifications provided by your agency. Certain service categories broadly encompass specific transactions. For example, Case Management is a category that could include all standard administrative and social work provided by staff. Often, your agency is not required to track transactions to this detailed degree.

Please speak with your agency administrator if you have questions about service tracking. To change or add services in TX ClientTrack, your administrator will need to contact the HMIS Help Desk.

When I try to add a service, I do not see the correct grant. What's wrong?

Check the client's enrollment. Certain services require an enrollment. If there is no enrollment, you will not see grant services. Also, service availability is tied to the grant enrollment period. Often, you do not see the grant because the service date falls outside the grant enrollment period.

If this information is correct, you might simply need to refresh your browser window.

How do I record preventative and re-housing services?

Rental Assistance (one-time payment)

The Begin Date must correspond with the first day for which assistance applies. End Date must correspond with the last day for which assistance applies.

Rental Assistance (consecutive payment plan)

The Begin- and End-Dates must correspond to the dates of assistance as described for a one-time payment. Programs may choose to record consecutive months of rental assistance as a single record or as separate monthly records.

Arrears, Last-Month Rent, Utility Payments, Security Deposits and Moving Cost Assistance

The Begin Date must correspond to the day assistance was approved (not reimbursed). End Date should be identical to the Begin Date.

Motel/Hotel Vouchers

The Begin- and End-Dates must correspond to dates of assistance as described for rental assistance.

Case Management, Outreach and Engagement, Legal Advocacy, Credit Counseling and Repair

The Begin- and End-Dates should match the day assistance occurred. Case Management should be recorded at least once per quarter just like a medium- or long-term service.

 

TDHCA ESGP Performance Reports

THN has looked over the instructions for TDHCA's monthly reports. We have broken them down and have provided step-by-step instructions along with screen shots to make reporting easier for users.

ESGP Monthly Performance Report Instructions

Shelter Management

How do I check out a client?

There are two ways to check out clients.

  • By Facility: view Current Residents under the Shelter Track tab; or,
  • By Client ID: view Check In History under the Client Track tab.

Why does an exited client still appear in the shelter?

You must check out clients in addition to exiting them from their enrollments. It is possible to exit a client from his/her enrollment, but still have the client checked into a facility.

If this is the case, simply edit the client's record with the correct check-out date.

How do I bar a client from the shelter in HMIS?

  • Select the Client Track tab at the top of the screen.
  • Select Find Client to locate the record.
  • Select Edit Client, select Bar List, and click Add New to bar the client from the facility or from receiving a service.
  • Enter a date range. Note: it is very important to enter an end date; otherwise, you might inadvertently prevent a client from receiving service in the future.
  • Click Save to bar the client.

As best practice, every organization should establish a well-defined policy for barring clients from facilities and services for a pre-determined period of time.

How do I change the number of beds that appear in HMIS? 

The number of beds in HMIS should reflect, at the minimum, all HUD-funded beds available at any given time throughout the year. This bed count should match what your agency reports on the official Housing Inventory Chart. To remain in federal compliance, please check with your agency administrator about changes to your housing setup.

Administrators may update their housing setup with the following steps:

  1. Select the Shelter Track tab at the top of the screen.
  2. Select Housing Designer from the Housing Setup menu.
  3. Select the facility and room you would like to update.
  4. To edit an existing bed, right click the bed.
  5. To add additional beds, select the type of bed you would like to add, then select the desired location.

Why am I able to check in the head of household, but ont any family members?

There are two reasons why you might encounter this problem.

  1. Facility Rules: HMIS allows administrators to set rules for entering housing. If the rules are incorrect, your administrator will need to edit the facility under Housing Setup.
  2. Enrollment Requirement: In order to receive a HUD-funded service or shelter, a family member must be a case member in the grant enrollment. If this is the case, please add these family members to the head of household's enrollment.
HMIS Acronyms

AIRS

The Alliance of Information and Referral Systems (AIRS) improves access to services for individuals, families and communities by providing a professional umbrella for all I&R providers. Comprehensive and specialized I&R programs help people in every community and operate as a critical component of the health and human service delivery system. See more AIRS.

AHAR

The Annual Homeless Assessment Report (AHAR) is a report to the U.S. Congress on the extent and nature of homelessness in America. The report is prepared by the Department of Housing and Urban Development (HUD) and provides nationwide estimates of homelessness, including information about the demographic characteristics of homeless persons, service use patterns, and the capacity to house homeless persons. The report is based primarily on Homeless Management Information Systems (HMIS) data about persons who experience homelessness during a 12-month period.

APR

Annual Progress Report

CHO

Covered Homeless Organization

CoC

Continuum of Care

DOB

Date of Birth

DV

Domestic Violence

ESG

Emergency Solutions Grants

FIPS

Federal Information Processing Standards Codes for states, counties, and named populated places.

HIPAA

The Health Insurance Portability and Accountability Act (HIPAA) of 1996 was enacted by the United States Congres and signed by President Bill Clinton in 1996.

HMIS

Homeless Management Information System

HUD

United States Department of Housing and Urban Development

I&R

Information and Referral

MH

Mental Health

MOU

"Memorandum of Understanding," an agreement between organizations for the purposes of data sharing. All Balance of State partner agencies have signed an MOU to release basic client information including enrollment and service history. 

NOFA

Notice of Funding Availability

PIT

Point in Time

PKI

Public Key Infrastructure

PPI

Personal Protected Information

S+C

Shelter Plus Care (McKinney vento Program). Grants for rental assistance, in combination with supportive services from other sources, to assist hard-to-serve homeless persons with disabilities. See more S+C. 

SA

Substance Abuse

SHP

Supportive Housing Program

SRO

Single Room Occupancy

SuperNOFA

Super Notice of Funding Availability

SSN

Social Security Number

SSI

Supplemental Security Income

SSO

Supportive Services Only

TA

Technical Assistance

TANF

Temporary Assistance for Needy Families

VAWA

Violence Against Women Act

XML

Extensible Markup Language