On this page
First point of contact
At the first entry point a person seeks support from, the initial assessment and planning (IAP) worker must offer an initial assessment. This is regardless of whether the client has links to the local area. You must let the person know that other entry points may exist in areas where they want to live.
Clients should receive financial support for emergency accommodation at the first entry point they contact, regardless of the location.
Client’s local area
Clients have the option to contact an IAP worker in the local area they want services or wish to live. The person seeking support should make the decision. Turn no person away due to geographical restrictions.
If the person wishes to live outside the area covered by the entry point they accessed, the entry point must:
- undertake an assessment with the client, unless the client prefers to go to their chosen entry point for assessment
- make a warm referral to the entry point nominated by the client
- use the IAP e-referral tool on Specialist Homelessness Information Platform (SHIP) to provide a copy of the initial assessment to the client’s chosen entry point
- keep in contact with the client until their entry point has resources available, such as interim response, housing or support
- tell the nominated entry point of any changes that may affect prioritising resources for the client.
Information and consent for a referral
Always ask individuals and families how much detail to include in the referral. Also ask if there is anything they do not want shared. You need signed consent or acknowledgement of verbal consent about any information transferred between entry points. So the nominated entry point can prioritise the client, e-referrals must include:
- client details
- needs and risks
- housing support provided or planned
- support needed or arranged.
The client’s nominated entry point must:
- contact the entry point to acknowledge they have received the referral
- contact the client to make an appointment
- place the client on the organisation’s prioritisation list
- contact the client when a resource has become available.
Specialist homelessness services (SHS) who don’t use SHIP must add the e-referral function to the organisation’s platform so workers can transfer information between local areas.
Individuals and families receiving support outside their nominated local area
Clients receiving support outside their chosen local area, like if in crisis accommodation, will stay on their nominated local area’s prioritisation list. They will stay there until they secure a resource or their support period ends, based on SHS criteria.
The entry point will inform the client that a referral to their chosen entry point does not guarantee access to housing and support in that area. It does mean they can have an initial assessment and their receiving entry point will contact them.