Homeless Shelters Referrals

Homeless Shelter Referral Process for Intake

The process below must be followed to determine homeless shelter placement, availability, exception and grant issuance for applicants. The “GA Shelter Referral Script” (GA 22) must be followed by the EW to ensure all clients receive complete information.

GA Clerical
1. Performs application registration
2. Identifies that the client is homeless by reviewing the GA 1 form.
3. Accesses the HMIS system to verify if the client is currently in a shelter and notates the findings by selecting the appropriate box on the “County Use Only” section of the GA1.
4. Assigns the application to an EW.
  1. Note: For all applications received via BenefitsCal where the applicant declares being homeless, HMIS must be accessed to verify shelter stay. HMIS findings must be noted in a CalSAWS Journal Entry.
EW
1. Receives the intake assignment.
2. Reviews the GA1 - for homelessness and shelter bed questions, and notation in “County Use Only” section. (For applications received via BenefitsCal, reviews CalSAWS Journal Entries).
3. Initiates the Intake Telephone Interview on the appointment date/time.
4. Greets the GA applicant and follows the “GA Shelter Referral Script” (GA 22).
5. Offers a referral for a shelter bed as applicable:
  1. If the applicant is currently placed in a shelter (based on GA1),
    1. Confirms with the applicant that they are currently in a shelter.
    2. Informs the applicant that only the personal needs portion of the grant will be issued, if eligible.
    3. Completes the application process and issues personal needs portion of the grant into the client's EBT card.
    4. Indicates “GA Homeless-Already in Shelter” in the DEBS Referral Application.
    5. Documents thoroughly in a CalSAWS Journal Entry.
  2. If the applicant declines the shelter bed offer, determines if applicant meets an exception for not accepting the offer of a shelter bed, by completing the “Homeless Shelter Screening Form and Sworn Statement” (GA 2495), including the sworn statement, with the applicant.
    1. If the applicant meets an exception:
      1. Completes the application process and issues the full grant (personal and housing needs) into the client's EBT card.
      2. Issues the approval NOA .
      3. Indicates “GA Homeless - Shelter Exception” in the DEBS Referral Application.
      4. Documents thoroughly in a CalSAWS Journal Entry.
    2. If the applicant requests an exception for circumstances that require approval from the DEBS Director,
      1. Completes the GA application process and issues the personal needs portion of the grant into the client's EBT card.
      2. The Shelter portion should be granted when approval from the DEBS Director is received.
      3. Refer to Process for Director's Exception to Shelter Bed Referrals.
    3. If the applicant does not meet an exception:
      1. Completes the application process and issues personal needs portion of the grant into the applicant's EBT card.
      2. Indicates “GA Homeless - Shelter declined” in the DEBS Referral Application.
      3. Documents thoroughly in a CalSAWS Journal Entry.
  3. If the applicant accepts a shelter bed offer, sends the referral through the DEBS Referral Application.
BWC
1. Contacts the client and assesses appropriate shelter placement.
2. Replies to the referral email to inform EW whether shelter placement was successful or not (i.e. client declined placement, client did not arrive).
EW
1. Receives the response from BWC (if response is not received by the 3rd day, issues full grant) and takes action as follows:
  1. If a shelter bed is available and the applicant accepts, then the EW:
    1. Provides the applicant with bus token (Not available for telephone interviews).
    2. Completes the GA application process and issues the personal needs portion of the grant into the applicant’s EBT card.
    3. Indicates “GA Homeless - Shelter bed placed” in the DEBS Referral Application.
    4. Documents thoroughly in a CalSAWS Journal Entry.
  2. If a shelter bed is available and the applicant does not accept (Withdraws the referral already made):
    1. Determines if applicant meets an exception for not accepting the offer of a shelter bed, by reviewing/clarifying the GA 2495.
    2. If the applicant meets an exception:
      1. Completes the application process and issues the full grant (personal and housing needs) into the client's EBT card.
      2. Issues the approval NOA .
      3. Indicates “GA Homeless - Shelter Exception” in the DEBS Referral Application.
      4. Documents thoroughly in a CalSAWS Journal Entry.
    3. If the applicant requests an exception for circumstances that require approval from the DEBS Director,
      1. Completes the GA application process and issues the personal needs portion of the grant into the client's EBT card.
      2. Refer to Process for Director's Exception to Shelter Bed Referrals.
      3. The Shelter portion should be granted when approval from the DEBS Director is received.
      4. Indicates “GA Homeless - Shelter Exception” in the DEBS Referral Application.
    4. If the applicant does not meet an exception:
      1. Completes the application process and issues personal needs portion of the grant into the applicant's EBT card.
      2. Indicates “GA Homeless - Shelter declined” in the DEBS Referral Application.
      3. Documents thoroughly in a CalSAWS Journal Entry.
  3. If the shelter bed is not available (based on response from BWC):
    1. Completes the application process and issues the full grant into the client's EBT card.
    2. Indicates “GA homeless - No beds available” in the DEBS Referral Application.
    3. Documents thoroughly in a CalSAWS Journal Entry the reason of the issuance of the full grant.

Note: If BWC is unable to reach a client who does not have reliable contact info and the client does not reach out themselves by the 3rd day, then the client must be issued the full grant. If the unreachable client does have reliable contact info, then they are considered to have declined shelter and will only receive the personal needs portion of the grant.

Note: If EW has already issued the housing needs portion of the grant (no bed available, BWC did not respond timely, etc.), the EW must adjust the grant for the following month if the client ends up being placed successfully - there will be no overpayment.

Important: At no time shall the monthly amount paid to a homeless applicant exceed the maximum GA grant level.

Referral Outcomes

The chart below can be used as a quick guide to determine which outcome should be indicated in the DEBS Referral Application.

Referral Outcome	Indicates
GA Homeless - Shelter bed placed	Shelter bed was booked.
GA Homeless - No beds available	BWC responds that there are no beds.
GA Homeless - Not reached (declined)	Client with reliable contact info is not reached, so are considered to have declined shelter.
GA Homeless - Not reached (full grant)	Client with no phone or unreliable contact info is not reached, so will receive the full grant.
GA Homeless - Already in Shelter	Client is already in shelter.
GA Homeless - Shelter exception	The client meets an exception or is granted an exception by the DEBS Director.
GA Homeless - Shelter declined	Client declines shelter.
GA Homeless - GA 2495 denied	DEBS Director denies exception request.

Note: Thorough documentation is required and must be entered in a CalSAWS Journal Entry. Special Accommodation flags must also be entered into CalSAWS as an individual’s need for reasonable accommodation is identified [Refer to CalSAWS JA "Flagging"].

Process for Director's Exception to Shelter Bed Referrals

The steps below describe the process for requesting an exception to a shelter bed referral for an applicant/recipient due to circumstances not listed in the "Homeless Shelter Screening Form and Sworn Statement" (GA 2495), from the Director of Department of Employment and Benefits Services (DEBS).

Client
1. Requests an exception for circumstances that require approval from the DEBS Director by completing the GA 2495 form.
EW
1. Obtains the GA 2495 from the client.
2. Prepares the GA 2495 in DocuSign envelope (includes GA 5 and GA 13) and forwards to the EW Supervisor (EWS) for review.
EWS
1. Receives the DocuSign envelope from the EW.
2. Signs and forwards to the General Assistance Administrative Assistant.
GA Admin. Assistant
1. Logs the GA 2495 following GA office's internal procedures.
2. Initials the DocuSign envelope and forwards to GA SSPM .
SSPM
1. Signs and forwards the DocuSign envelope to GA Program Coordinator.
Program Coordinator
1. Receives the DocuSign envelope from the SSPM.
2. Enters any relevant information in the comment section for the DEBS Director's attention.
3. Logs the GA 2495 in the DE- Shelter Bed log located in the "S" drive.
4. Signs and forwards to the DEBS Director.
DEBS Director
1. Receives the DocuSign envelope from the Program Coordinator.
2. Approves or Denies the Exception request on the GA 5.
3. Signs the Response to DE request (GA 13) in DocuSign.-This can be sent as attachment in DocuSign by the EW - (unless a copy of the GA 2495 can be given to the client.).
EW
1. Receives the response to the Exception request (GA 13) and signed GA 5.

If the request is...	Then...
Approved	Issues the housing needs to the applicant’s EBT card. Indicates “GA Homeless - Shelter Exception” in the DEBS Referral Application. Documents thoroughly in a CalSAWS Journal Entry. Extracts a copy of the approval letter (GA 13) from DocuSign, mails a copy to the client and forwards a copy for scanning to Imaging.
Denied	Indicates “GA Homeless- GA 2495 Denied” in the DEBS Referral Application. Documents thoroughly in a CalSAWS Journal Entry. Extracts a copy of the denial letter (GA 13) from DocuSign, mails a copy to the client and forwards a copy for scanning to Imaging.

Homeless Shelter Referral Process for Continuing

Continuing Eligibility Workers will receive the case from Intake which must have already been screened for shelter bed referral. The Continuing EW must review the GA recipients living situation and need for shelter bed at the next RRR, or when the recipient requests (including if the recipient requests motel reimbursement). The “GA Shelter Referral Script” (GA 22) must be followed by the EW to ensure all clients receive complete information.

Shelter Referrals During RRR Processing

EW
1. Initiates the RRR following established procedures.
2. Accesses the HMIS system to verify if the recipient is or not currently in a shelter.
3. Initiates the RRR Telephone Interview on the appointment date/time.
4. Greets the GA recipient and follows the “GA Shelter Referral Script” (GA 22).
5. Offers a referral for a shelter bed as applicable.
6. Ensures the “Homeless Shelter Screening Form and Sworn Statement” form (GA 2495) is completed.
7. If the recipient indicates that he/she is currently placed in a shelter:
  1. Completes the RRR process and issues personal needs portion of the grant into the client's EBT card, if eligible.
  2. Indicates “GA Homeless-Already in Shelter” in the DEBS Referral Application.
  3. Documents thoroughly in a CalSAWS Journal Entry.
8. If the recipient declines the shelter bed offer, determines if the recipient meets an exception for not accepting the offer of a shelter bed based on the completed GA 2495).
  1. If the recipient meets an exception:
    1. Completes the RRR process and issues the full grant (personal and housing needs) into the client's EBT card.
    2. Issues the approval NOA .
    3. Indicates “GA Homeless - Shelter Exception” in the DEBS Referral Application.
    4. Documents thoroughly in a CalSAWS Journal Entry.
  2. If the recipient requests an exception for circumstances that require approval from the DEBS Director:
    1. Completes the GA RRR process and issues the personal needs portion of the grant into the client's EBT card.
    2. Refer to Process for Director's Exception to Shelter Bed Referrals.
    3. The Shelter portion should be granted when approval from the DEBS Director is received.
    4. Indicates “GA Homeless - Shelter Exception” in the DEBS Referral Application.
  3. If the recipient does not meet an exception:
    1. Completes the RRR process and issues personal needs portion of the grant into the recipient's EBT card.
    2. Indicates “GA Homeless - Shelter declined” in the DEBS Referral Application.
    3. Documents thoroughly in a CalSAWS Journal Entry.
9. If the recipient accepts a shelter bed offer:
  1. Sends a referral through the DEBS Referral Application.
  2. Continues conducting the RRR interview while waiting for the response on the referral.
BWC
1. Contacts the client and assesses appropriate shelter placement.
2. Replies to the referral email to inform EW whether shelter placement was successful or not (i.e. client declined placement, client did not arrive).
EW
1. Receives the response from BWC (if response is not received by the 3rd day, issues full grant) and enters the
2. Takes action as follows:
  1. If a shelter bed is available and the applicant accepts, then the EW:
    1. Provides the applicant with bus token (Not available for telephone interviews).
    2. Completes the GA RRR process and issues the personal needs portion of the grant into the applicant’s EBT card.
    3. Indicates “GA Homeless - Shelter bed placed” in the DEBS Referral Application.
    4. Documents thoroughly in a CalSAWS Journal Entry.
  2. If a shelter bed is available and the applicant does not accept (Withdraws the referral already made):
    1. Determines if applicant meets an exception for not accepting the offer of a shelter bed, by reviewing/clarifying the GA 2495.
    2. If the applicant meets an exception:
      1. Completes the GA RRR process and issues the full grant into the client's EBT card.
      2. Issues the approval NOA .
      3. Indicates “ GA Homeless - Shelter Exception” in the DEBS Referral Application.
      4. Documents thoroughly in a CalSAWS Journal Entry.
    3. If the applicant requests an exception for circumstances that require approval from the DEBS Director:
      1. Completes the RRR process and issues the personal needs portion of the grant into the client's EBT card.
      2. Refer to Process for Director's Exception to Shelter Bed Referrals.
      3. The Shelter portion should be granted when approval from the DEBS Director is received.
      4. Indicates “GA Homeless - Shelter Exception” in the DEBS Referral Application.
    4. If the applicant does not meet an exception:
      1. Completes the application process and issues personal needs portion of the grant into the applicant's EBT card.
      2. Indicates “GA Homeless - Shelter declined” in the DEBS Referral Application.
      3. Documents thoroughly including details about decline reasons in a CalSAWS Journal Entry.
  3. If the shelter bed is not available (based on response from BWC):
    1. Completes the RRR process and issues the full grant into the recipient's EBT card.
    2. Indicates “GA homeless - No beds available” in the DEBS Referral Application.
    3. Documents thoroughly in a CalSAWS Journal Entry the reason of the issuance of the full grant.

Shelter Referrals Per Recipient's Request

Recipient
1. Calls the EW requesting a referral to a shelter bed or reports they are newly homeless.
EW
1. Accesses the HMIS system to verify if the recipient is or not currently in a shelter.
2. Follows the “GA Shelter Referral Script” (GA 22).
3. If client accepts referral, sends referral through the DEBS Referral Application.
BWC
1. Contacts the client and assesses appropriate shelter placement.
2. Replies to the referral email to inform EW whether shelter placement was successful or not (i.e. client declined placement, client did not arrive).
EW
1. Receives response from BWC (if response is not received by the 3rd day, issues full grant).
2. Issues appropriate grant amount, sends appropriate NOA, updates the DEBS Referral Application, and leaves a journal entry.

Note: If BWC is unable to reach a client who does not have reliable contact info and the client does not reach out themselves by the 3rd day, then the client must be issued the full grant. If the unreachable client does have reliable contact info, then they are considered to have declined shelter and will only receive the personal needs portion of the grant. See “Referral Outcomes” above.

Note: If EW has already issued the housing needs portion of the grant (no bed available, BWC did not respond timely, etc.), the EW must adjust the grant for the following month if the client ends up being placed successfully - there will be no overpayment.

Important: At no time shall the total monthly amount paid to a homeless applicant exceed the maximum GA grant level.