Start
Client contacts Ash Nazg Shelter Hub through phone, text message (SMS), or in-person visit at a designated shelter or service provider location. Multilingual support is available.
Answer Client Call: Ash Nazg staff member answers the client's call received via phone or designated shelter location.
Ask Clarifying Questions (Script if needed): Staff member gathers information about the client's situation and needs. This may include scheduling a meeting (on-site, phone, or video conference) based on client preference.
Send Client Intake Form via SMS: Client receives an intake form electronically through SMS text message.
Send Client RoI Form via SMS: Client receives an RoI form electronically through SMS text message, email or directed by voice.
Inform Client of Availability based on Restrictions: Staff informs the client about potential shelter bed availability considering any client-specified restrictions.
Intake Completion
Help Complete Intake if Needed: Staff offers assistance to complete the intake form through various methods:
By Phone: Staff guides the client through the intake questions over the phone.
By SMS: Staff can answer questions and clarify information received via SMS text message.
In Person: Client can visit a designated shelter or service provider location for face-to-face assistance.
Hold Spot for 1 Hour (Optional): Shelter bed may be held for a limited time (e.g., 1 hour) to allow for intake completion.
Authorization and Confirmation
Send Client Release of Information (ROI): If the client is booked for a shelter bed or their intake will be shared with another organization, a release of information form is sent for client signature.
Intake Submission and Confirmation Call: Once the intake form is submitted, staff calls the client to confirm information on the intake form, release of information, and any transportation needs.
Inform Client of Arrival Time and Next Steps: Client is informed about their expected arrival time at the shelter and any further steps based on specific shelter procedures. DELIVERED FORM
Documentation
Note Client Conversation: Staff documents the details of the conversation with the client in the "CLIENT CALLS AND FOLLOW UP" system.
SMS to Client: SMS is sent from the system to the client, verifying the outcome of the interaction.