Hamilton Family Center

Human Services and Communities: Hamilton Family Center and Cloud for Good

What We Do

Hamilton Family Center was established in 1985 and has become one of the largest providers of shelter, eviction prevention assistance, rapid re-housing, youth programming, and support services to homeless families in San Francisco.

Mission Statement. Hamilton Family Center’s mission is to end homelessness for families and individuals in the San Francisco Bay Area.

What We Do

Homelessness Prevention and Rapid Rehousing

Emergency and Interim Shelter

Transitional Housing

Children and Youth Services

Rapid Re-housing Program

Hamilton’s Rapid Re-housing Program provides families who are homeless with a rent subsidy, move-in assistance and other support, coupled with home-based case management to assist families in stabilizing in their new home.

Hamilton’s Outcomes

5

Last year Hamilton Family Center served approximately 1,300 people, including more than 600 children.

Over 80% of the homeless families who came through our doors found housing

Hamilton Family Center – Implementing Salesforce

2009 2012 2015 2015 & Beyond

• Lots of forms to complete, often duplicating information

• Client information kept in paper files

• Basic Inputs & Outputs tracked in database

• All information related to a client is centralized and kept in the database

• Information is captured on paper, then entered into the database

• Client information and history accessible by all Case Management staff who need it

• Using Salesforce as a tool during case management meetings

• Implement Salesforce Communities to empower clients in the CM relationship

• Moving towards paperless client files

• Knowing where we are in “real time”

• Using dashboards & reports to know where we are at and drive us towards our goals

• Using data to see what is working and where we can improve

Paperwork Data EntryCase

Management Tool

Decision Driver

Moving to Salesforce

Family Homelessness in SF

7

Waiting List for Family Shelter in San Francisco

Identifying The Problem Areas

Focus on optimizing client experience to

improve yield

Key takeaways

90% of families who apply for Rapid Re-housing are eligible

BUT

Only about 60% are approved

AND

Only 40% enter the program (find housing)

First Avenues Applicant Pipeline

Using Technology to Improve the Program

Using Salesforce to:Develop and improve relationships with landlordsCreate searchable database of available housing unitsUse Communities to enable clients to take the lead in the

housing search processImprove coordination among staffTrack what works and what does not in the housing search

process

Housing Search Using Salesforce Communities

Case Management Cases in Salesforce

Community Users

1. Client receives an email invitation

2. Client Sets Up Password

Housing Search Home Page

Housing Search Tab

Clients can search on up to three criteria:CityMaximum Monthly RentMinimum Number of Bedrooms

View Housing Unit Details

1

2

“I’m interested”

• Client clicks “I’m interested in this unit”

1

2

3

My Favorite Housing Units

Client can see the units they have indicated interest in on the My Favorite Housing Units tab

“Ready to Apply”

Client clicks “Ready to Apply”

1

2

3

Housing Application Record in Salesforce

Centralized Information, Better Coordination

Staff can view additional details about the Housing Unit, application process, and the landlord screening criteria. Staff can also see which families have shown interest in the unit, and where they are in the application process – leading to better coordination among themselves, and consistent communication with the landlord.

Contact Hamilton Family Center

• Clients can use the form to contact their Case Manager

Clients can view their submitted requests on the My Requests tab

Reports & Dashboards

Impact of Housing on Family Homelessness

2007 2008 2009 2010 2011 2012 2013 2014 2015

87

131

170

149

192

215

243

202

130

213

197184

223

115

168

115

189

240

Impact of Housing on Family Homelessness

Waitlist for Family Shelter Homeless Families Placed in Housing

Contact Information

Elizabeth Hewson – Director of Strategic Initiativesehewson@hamiltonfamilycenter.org

https://hamiltonfamilycenter.org/

https://www.youtube.com/user/HamFamCtrSF