When social service providers hear Homeless Management Information System (HMIS) their skin begins to shrivel and their face goes pale. Homeless service providers historically lag behind in technology, but the time has arrived for nonprofits to enter the Age of Technology. The Office of Special Needs Assistance Program (SNAP) at HUD is pushing providers to update their technology, and this will change the way service providers do business.

The 2001 HUD SuperNOFA Application announced that in order to receive funding, communities must have, at least, a plan for implementing a community-wide computer system where client information is shared across a network. This mandate “requires that every jurisdicition will report client-level HMIS data within three years.”

Texas Homeless Network (THN) recognized that these changes were on the way and began researching various programs in order to help Texas communities effectively plan for and manage a system.

An HMIS is not a simple Microsoft Access database that agencies use to enter client information for their own personal use. The information must be shared across the community on a central server. In fact, HUD requires proof in the Continuum of Care (CoC) application that at least 50% of shelter bed facilities are using the system. Again, HUD wants these systems to be used by communities as a whole, not just by single agencies or a small group of agencies. The CoC should be greatly enhanced by any system the communities, because if it is not then the HMIS is not serving its purpose.

Furthermore, an HMIS is not an Information and Referral Network, because I&Rs do not capture the type of specific information that is obtained through an HMIS. I&R networks are a place for people to call and get phone number of where else to call, but they are not a place where clients can receive services. Demographic data is important, but HMISs can capture progress and results from the service providers’ actions.

It is important to note that as I&R Networks become more sophisticated and the new 211 dial code materializes, I&R networks will become even more significant in identifying homeless, health, government, and other services in the community.

Each community has separate issues and reasons why they are apprehensive toward implementation of an HMIS. Some communities are wary because of the recently failed ANCHoR system that cost communities hundreds of thousands of dollars with little or no results. Technology is another reason. Many communities fear they don’t have the hardware or computer profiency they need to use sophisticated software systems.

"I see two barriers to implementing a system," said Mary Rangel, Executive Director of Good Neighborhood Settlement House in Brownsville, "the money and the issue of confidentiality."

Other Texas providers consistently mentioned these as their top concerns. Fortunately, advances in encryption technology, marketplace competition and time to work out the bugs have made these issues nearly obsolete.

Regarding confidentiality, clients are required to sign a privacy statement that allows them the option of having their information shared or not. The client authorizes certain agencies to view that information and only certain employees in that agency are permitted access. This is accomplished through a series of access levels and passwords. The key thing to remember is that everything is authorized on the client end, and no sharing can happen without their approval.

This creates a separate problem. How do providers get the client to agree to allow their information to be shared across the network? Carol Rhodes, Outreach Coordinator for Tarrant County Access in Fort Worth, understands this concern, but she says they haven’t encountered much client reluctance. We tell our case managers that they need to sell the system (ClientTrack) to the client. Many of them will be skeptical of having their information shared, but if we explain to them the benefits then they almost always agree."

Everyone is concerned with how these systems can protect client privacy. Anytime information is stored on the Internet or on a network people will have questions. However, according to the vendors, these bugs have been worked out. “It’s safer than banking records,” said Kimberley Stafford, Bowman Internet Systems, discussing Service Point.

The levels of encryption and the firewalls that most systems have in place are in response to community concern. They are also a result of progress in security on the Internet in general. Complex levels of data access are involved with these systems, which allow certain people to see only certain information. Many times an audit trail is maintained so clients and others can see exactly who has seen their information. Establishing this accountablility gives communities the confidence they need to move forward with an HMIS.

Cost is another source of concern, but the marketplace has adjusted and most systems are very affordable. The reason is options. No longer do communities have to buy a whole system, host the server, hire a network administrator, and upgrade their existing computer systems. HMIS vendors now can host all the community’s information, produce advanced database technology and troubleshoot effectively all for a reasonable cost. There are even some shareware programs such as ROSIE from Municipal Information Systems that are free. Cost is a factor, but there are options.

However, training and customization are costly and can significantly increase the price of the system you purchase. This is why planning is important because if those customizations are included in the orginal cost then it is manageable. Problems occur when the software is released into the communituyand suddenly every agency needs their own custom features. Planning needs to be effective for communities to choose an HMIS that is supported by the service providers.

It is obvious the Age of Technology has arrived in homeless services and it is here to stay. Users of these software systems rave about the work they can accomplish. “We would lock ourselves in a room with pizza and crunch numbers all night, but now I can get information on any demographic I want at any time,” says Jill Oettinger, Executive Director, Good Samaritan Center talking about JABR’s Client Management System. “You will find out things about your organization you never would have known. I can’t imagine my work without it.”

The success of the HMIS in communities around the nation is sparking discussion of other functions these network systems can serve in the community. “When communities purchase a system they need to consider how expansive the system can become,” says Mike Roanhouse, U.S. Department of HUD. “These systems can incorporate much more than homeless services.”

The National Human Services Data Consortium (NHSDC) is a member organization dedicated to investigating the benefits of inter-system bridging. The NHSDC believes “HMIS experiences will be of great interest in other human services sectors which are themselves only now beginning to communicate across organizational boundaries.”