Coordinated Entry System
Coordinated Entry is an approach to managing and coordinating a community's homeless assistance resources that helps providers make consistent decisions and efficiently connect people experiencing homelessness to the interventions most likely to end their homelessness. As defined by the U.S. Department of Housing and Urban Development (HUD), Coordinated Entry is a required component of every Continuum of Care and is a condition of receiving federal funding targeted to address homelessness.
A Coordinated Entry System (CES) is the collection of programs, policies, procedures, and coordination activities that guide how people experiencing homelessness access available services and housing resources. In the Greater Richmond Continuum of Care (GRCoC), Coordinated Entry provides a unified, community-wide process for assessing needs, prioritizing limited resources, and connecting households to appropriate interventions.
The Coordinated Entry System includes four key components: access, assessment, prioritization, and referral. Together, these components help communities allocate homeless assistance resources, connect households to housing and services, and support long-term housing stability.
Coordinated Entry does not create additional shelter beds, housing programs, or funding. Rather, it helps communities make the best use of the resources available by ensuring that assistance is provided through a consistent, coordinated, and equitable process. Through Coordinated Entry, providers across the Greater Richmond region work together to address complex challenges, maximize limited resources, and improve outcomes for individuals and families experiencing homelessness. If you're interested in learning more about how homeless services are coordinated in the GRCoC, consider taking a related training here.
How People Connect to Homeless Services
The Coordinated Entry System is designed to help people experiencing homelessness access housing and services through a consistent, community-wide process. While individuals may enter the system through different Access Points, everyone follows the same general pathway: Access, Assessment, Prioritization, and Referral. Check out the
CES Flowchart for to view a visual representation of the CES process.
Access
Access Points are the avenues through which households experiencing homelessness connect to the Coordinated Entry System, complete a standardized assessment, and begin the process of being considered for available housing and service resources. Access Points help households navigate the homeless response system and connect to appropriate assistance based on their circumstances.
The GRCoC's designated Access Points include:
The Homeless Connection Line serves as the region's primary phone-based access point, helping individuals and families connect to homeless assistance resources and complete the Coordinated Entry intake process. The Homeless Connection Line facilitates access to resources and shelter alternatives for those who are three days or less away from losing their housing. This line is also available for those already experiencing homelessness, and can be reached at 804-972-0813. The HCL's services may include:
- Conduct safety screenings and Coordinated Entry assessments
- Facilitate housing-focused problem-solving conversations
- Explore diversion opportunities and safe alternatives to homelessness
- Help households identify housing options, natural supports, and community resources
- Connect callers to mainstream benefits and other local services
- Provide information about available homeless assistance resources
- Gather information needed to determine eligibility and coordinate services
- Advocate for households and support them as they navigate available options
Coordinated Street Outreach is one of the GRCoC's designated Coordinated Entry Access Points. As part of the Coordinated Entry System, outreach staff help people experiencing unsheltered homelessness connect to available shelter, housing, healthcare, behavioral health services, public benefits, and other community resources.
Outreach workers focus on building trust and developing relationships over time. Services may include:
- Conducting Coordinated Entry assessments
- Providing information about available resources
- Connecting individuals to shelter and housing opportunities
- Assisting with identification and documentation needs
- Facilitating connections to healthcare and behavioral health providers
- Coordinating with community partners to address urgent needs
- Supporting ongoing engagement for individuals who may not be ready to accept services immediately
Individuals and families fleeing or attempting to flee domestic violence, dating violence, sexual assault, trafficking, or stalking can access specialized services, safety planning, and support through the EmpowerNet Hotline. The services the hotline offers may include:
- Conducting safety assessments and crisis intervention
- Providing safety planning and survivor-centered support
- Connecting survivors to emergency shelter and housing resources
- Facilitating referrals to counseling, advocacy, and support services
- Assisting with accessing legal, medical, and community resources
- Coordinating connections to case management and ongoing support
- Providing information about available services for survivors of domestic violence, sexual violence, trafficking, stalking, and dating violence
- Supporting survivors as they explore options and make informed decisions about their safety and housing
Accessing the Coordinated Entry System does not guarantee immediate placement into shelter or housing. Rather, it ensures that households are connected to a fair, consistent, and community-wide process for accessing available homeless assistance resources.
Assessment and Prioritization
After connecting through an Access Point, households complete a standardized assessment that helps identify their housing situation, service needs, and eligibility for available programs. The assessment includes questions about homelessness history, housing barriers, household composition, and other factors that help determine the most appropriate housing intervention. Click here to view the GRCoC's assessment.
Information gathered during the assessment is used to determine eligibility and support coordinated referrals to available housing and service resources. Because housing resources are limited, referrals are guided by community-wide prioritization policies that help ensure available openings are matched to households with the greatest need and the most appropriate program fit. Learn more about how resources are prioritized here.
When a shelter bed, housing opportunity, or other eligible resource becomes available, Coordinated Entry staff work with community providers to identify eligible households and facilitate referrals. Depending on a household's circumstances and program eligibility, referrals may be made to emergency shelter, Rapid Re-Housing, Permanent Supportive Housing, Joint Transitional Housing-Rapid Re-Housing, housing vouchers, or other available interventions.
Referral
Referral is the process of connecting households to available shelter, housing interventions, and other resources. Information collected during the assessment process is entered into the Homeward Community Information System (HCIS), the community's shared database for coordinating homeless services.
As housing opportunities and shelter openings become available, Coordinated Entry staff and participating providers use HCIS and collaborative case conferencing processes to review available openings, identify eligible households, and coordinate referrals. This shared approach helps providers work together, reduce duplication of efforts, and ensure limited resources are distributed through a consistent community-wide process.
Once a referral is made, the receiving provider works directly with the household to complete any additional intake or enrollment requirements.