This article describes the structure and basic functionality of the Community Queue. We developed the Clarity Human Services Community Queue around an Assessment Tool that prioritizes assisting clients in most need.
Completing an Assessment and Referring to the Community Queue
To refer a client based on an Assessment score, go to the Assessments tab, either from the client record level or within an enrollment, and click START next to the appropriate assessment.
Note: If your agency guidelines require the assessment date to match the referral date, the assessment must be completed and directly referred to the Community Queue.
Referring to the Community Queue
After completing the assessment, click on REFER DIRECTLY TO COMMUNITY QUEUE.
Note: An often missed and critical component of moving a client to the Community Queue is that you must click on REFER DIRECTLY TO COMMUNITY QUEUE. To find the button, you may have to scroll down the page past Eligible and Ineligible Programs. To return to the Program Eligibility Determination screen, click the ASSESSMENTS tab at the top of the screen, then click ELIGIBILITY on the assessment you had just completed.
On the next screen, review the referral information and click SAVE CHANGES. Now the referral has been made.
Note: Any assessments entered but not sent directly to the Community Queue on the date of assessment creation will not be visible for consideration for referral.
Using the Community Queue
To view referrals in the Community Queue, click on SEARCH, select the REFERRALS tab, then select the Community Queue.
Multiple Community Queues
If there are multiple community queues in the system, you will see a Community Queue "switcher." Click on a queue to display only the referrals to that queue.
Note: If Coordinated Entry Type is set to "Sharing Groups Based," the only Community Queue(s) that will be visible and available for referral will be those that have been added to the Referral Settings for the Sharing Group that is the current agency's Primary Coordinated Entry Group.
Searching The Community Queue For Clients
The Community Queue features multiple filters to help you refine the search results.
Note: Filtering the information is an important step. Searching the queue without assigning filters could result in a VERY long list.
The unified search box allows for the following different types of criteria to be entered, either on their own or in combination with other terms:
- Eligible Clients Only:
- If this setting is toggled on, only clients eligible for programs within the Active Agency will appear in the Search results.
- If this setting is toggled off, all clients within the Community Queue will appear in the Search results.
Note: When the Unit Queue is enabled and the Eligible Clients Only toggle is turned on, additional filters are available for searching the queue according to Inventory eligibility criteria. Refer to the end of this article for details.
- Search: You can search by the client Name, UI, or SSN.
- Active Agency: If you have Matchmaker functionality, your Community Queue will include an Active Agency drop-down that allows you to search for eligible clients within the specified agency.
Note: If Coordinated Entry Type is set to "Sharing Groups Based," the Active Agency picklist list will include only the agencies that belong to the Sharing Group that is the current agency's Primary Coordinated Entry Group.
- Mode: Assessment Type (e.g., VI-SPDAT Prescreen for Families [V1])
- Sort By: This allows you to sort results by Client Name, Date of Referral, and Referring Agency
Select the appropriate parameters, then click SEARCH. The system will display a list of referrals matching your selected criteria.
Note: If Coordinated Entry Type is set to "Sharing Groups Based," the only referrals that will be listed are those from agencies that belong to the Sharing Group that is the current agency's Primary Coordinated Entry Group.
Managing Referrals on the Queue: Matchmakers
The list of referrals that is displayed for each Community Queue contains the Client name, Referral Date, and Days Pending. Refer to Referral Details Glossary for more information.
Note: The Days Pending column in the Community Queue tab does not start over at zero if the referral returns to the Community Queue after being denied or expired. To view the number of days between each event in a referral's history, view the Days Pending column in the referral's HISTORY section.
To manage a referral in the Community Queue, click on the Edit icon to the left of the client's name. The page that appears when you click the Edit icon contains the following sections:
This section highlights how agency staff can review referred information in the Community Queue.
- Click on the score shown for an assessment to drill down and review the assessment.
Click CHECK-IN to indicate client activity in the referral. Clients who are not checked in within a prescribed number of days (set by a System Administrator) will be removed from the Community Queue. (Additional ways to restart the countdown clock are available, including Program Enrollment or enrolling in a Service.)
- Toggle Private on if you want only the referred-to agency to see the referral. The system will display a lock icon for referrals marked as private.
Note: Please make sure you're aware of your community's practices for using privacy checkboxes within Clarity Human Services. Checking this box will limit the ability of certain users to see this referral, which may hide this referral on the Community Queue.
Reassigning is a way for Matchmakers to refer a client to a program based on an Assessment score or other criteria laid out by your community.
The Program field is where a referral is made from the Community Queue. Select a program from the drop-down list to Reassign the client to that program.
Note: For a program to be listed in the Reassign drop-down list:
- The Program Availability Management toggle must be on
- Either the Full Availability or Limited Availability option must be selected for that program in the Availability tab. If No Availability is selected, the program will not appear in the drop-down.
In the case where a client has been referred to a Community Queue and then reassigned to a program, if you attempt to make a Referral to the same Community Queue where that client already has a "pending" or "pending-in process" referral, you will see a pop-up message asking you to confirm that you want to create this additional referral.
Connecting a Referral to a Unit
You may also use the REASSIGN section of the Community Queue to connect referrals to Housing Inventory Units using the following process:
- Select a referral in the Community Queue to modify. Scroll to the REASSIGN section.
- Select a Program
- If the Bed & Unit Management toggle in REFERRAL SETTINGS is enabled, the options listed in the Program drop-down list will be programs that are linked to the available units.
- If you attempt to reassign a client to a program with Limited Availability that does not have any Units for which the client is eligible, the system will display a warning banner saying, "No eligible units are available in selected program."
- If you have Referrals - Community Queue enabled, but Referrals - Community Queue Reassign to Unit disabled:
- You can reassign referrals to programs with Full Availability.
- If the program is set to Limited Availability, you can select a program, and you can see the list of units, but the system will display a warning banner and you will not have the ability to click SAVE CHANGES.
- Select a Unit from the Opening drop-down list.
- By default, the Opening list includes only Units assigned to the selected Program for which the client meets the full eligibility criteria (including inherited eligibility).
- Units with future-dated Offline or Inactive dates will be available for referral from the Community Queue and can be connected to a referral for an occupancy that is outside of the actual Offline/Inactive Dates.
- If you enable the Eligibility Override toggle, the Opening list will include all Units within the system that are assigned to the selected Program, except Units with Prohibit Eligibility Override enabled.
If Prohibit Eligibility Override is enabled for a Referral Setting, the Eligibility Override toggle will not be visible.
If Prohibit Eligibility Override is enabled for one or more units, the Eligibility Override toggle will be visible, but Units with Prohibit Eligibility Override enabled will not appear in the Opening list.
- When Prohibit Eligibility Override is enabled for all Units, and the client is not eligible for any of those Units, the programs associated with those Units will not appear in the Program drop-down.
Note: This Eligibility Override toggle is only available to users with the Referrals - Unit Eligibility Override Access Right enabled.
- Click SAVE CHANGES to create a pending referral.
Inactive Referral Threshold
System Administrators establish, with the Inactive Referral Threshold setting in Referral Settings, how long a referral can stay in a Community Queue with no activity before expiring. Once a referral reaches the threshold, the system automatically updates its status to "Expired."
MOVE TO ANOTHER QUEUE
If all of the following are true, you can move a referral to a different active Community Queue within the same Referral Setting while maintaining all of the referral's history (original referrer, length of time on queue, etc.).
- Multiple Community Queues have been configured under SETUP > SETTINGS > Referral Settings.
- The Allow Moving to Queue setting on the MODIFY COMMUNITY QUEUE page is toggled on.
- You have the Referrals - Community Queue and Referrals - Move Referral Access Rights enabled.
To move the referral, click the Edit icon next to a Client's name on the Community Queue tab, then scroll down to the MOVE TO ANOTHER QUEUE section shown below. Select a queue from the Community Queue picklist and click SAVE CHANGES. The picklist will not include the current Community Queue, and you will not be able to move a referral to a Community Queue where the client already has a referral.
REMOVE FROM QUEUE
There may be a time when it's appropriate to remove a client from the Community Queue. The client may have found housing or no longer needs Community Queue support. From the Community Queue tab, click the Edit icon next to a client's name and scroll down to the REMOVE FROM QUEUE section.
- Reason for Removal: Select the reason for removing from the Community Queue. (Some selections will generate additional fields that you must complete before clicking SAVE CHANGES.)
- Queue Removal Date: The default date will be today's date. To change to a date in the past or future, click on the Calendar icon.
Note: Once a client has been removed from the Community Queue, the Queue Removal Date cannot be edited.
When a Staff Member posts a new program opening in the REFERRALS > Availability section, the system sends a notification to applicable Staff Members in the CoC (or Staff Members with Sharing access to the CoC). These staff members include:
- Staff with Referral Matchmaker access rights.
- Staff set as the program-level contact for a Program with the type "Coordinated Entry."
Staff Members will receive the following notification to their Clarity Inbox and the email address on file:
The NOTES section allows you to view historical Notes and enter information about the client that would be helpful to agency staff. (If no Notes have been entered, the system displays "No records to display.")
From the Community Queue tab, click the Edit icon next to a client's name and scroll down to the NOTES section.
To enter a new Note:
- Type the desired text regarding the referral. Use the text-editing tools as needed to create bold text, italicized text, numbered lists, or bulleted lists.
- Click SEND NOTE to save the Note.
Click the trash can icon next to a Note to delete it.
- Notes are a real-time way to add any information about the client for the Agency staff, such as any roadblocks the client is experiencing. Adding details about the client's situation is helpful to all involved, whether from a historical view or a real-time need for additional information.
- Every community uses the Notes section differently. Ensure you know what information should and shouldn't be shared in this section.
To view a list of the activity of a referral on the Community Queue tab, click the Edit icon next to a client's name and scroll down to the HISTORY section.
When the Unit Queue is enabled, and when the Eligible Clients Only toggle is turned on, a FIlter Type picklist appears.
If you select "Units" in the Filter type picklist, the system displays multi-select picklists for Funding Source, Project, Site, Building, Unit Configuration Type, and Unit. The picklists are only available if Filter Type = Unit.
The logic for these filters is as follows:
- Each of these multi-select picklists should pull in eligibility from each level (direct eligibility, not inherited eligibility).
- You must select a value for a picklist before you can make a selection from the picklists below (for example, before you can select a value for Building, you must first select a value for Funding Source, then Project, then Site).
- The values you select at the upper level will filter the values for the levels below it.
The Funding Source picklist contains all active (by status and by date) funding sources for the Active Agency field that are assigned to a Unit and that have clients who are eligible for the funding.
The Project picklist contains only those programs that are assigned to a Unit and that have clients who are eligible for the program/Unit.
- The Site picklist depends on the Funding Source and Project selections.
The Building picklist depends on the Funding Source and Site selections.
The Unit Configuration picklist depends on the Funding Source and Building selections.
The Unit picklist depends on the Funding Source and Unit Configuration selections.
- The Site/Building/Unit Configuration picklists also depend on the Funding Source selections. If the user selects a funding source that is assigned/inherited to any level, the user will see all levels within the picklists.
- For example, if Site A is assigned only to Funding A but a Building/Unit Configuration/Unit is assigned/inherited to Funding B, then Site A appears when Funding B is selected so that Units that are assigned/inherited to Funding B will properly appear in the picklist.
The Community Queue is then filtered by all of the eligibility for all of the Programs/Sites/Buildings/Unit Configuration Types/Units that you select.