Coordinated Entry Client Bill of Rights

These rights are specific to those who are moving through Coordinated Entry. Once a person is connected to a resource such as shelter or housing, other policies and processes may apply.

1. Respect, Dignity, and Empathy
2. Services Free of Discrimination
3. Self Determination
4. Safety
5. Equity
6. Support
7. Privacy
8. Inclusion Participation in Decisions about your Welfare
9. Transparency in Agency Policies that affect Services you Receive

When receiving services related to your experience of homelessness, you have the right to be approached as an individual with your own unique experiences, strengths, and needs. You have the right to be treated with respect, caring, and empathy. You should not feel threatened, coerced, harassed, or bullied by anyone providing you services. You should have an experience free of bias that is professional and objective. Personal feelings should not influence interactions or decisions when providing or seeking services. You should not feel judged or be denied services based on your appearance, or any other factor outside of eligibility criteria.

You have the right to not experience discrimination based on your race, ethnicity, color, national origin, language, ancestry, religion, sex, familial status, age, gender identity, LGBTQ+ (lesbian, gay, bisexual, transgender, queer/questioning, etc.) status, marital status, domestic or sexual violence survivor status, or sensory, mental, or physical disability. You have the right not to be discriminated against based on your clothing or appearance. You have the right to decide for yourself who is a member of your family. You have the right to self-define and choose your own identifications and to be communicated with using your preferred pronouns and language. You have the right to be seen and celebrated with all the identities you might carry.

You have the right to make choices about your welfare, your needs, and your future. You have the freedom to choose whether to participate in services offered by the program you are working with. You have the right to receive services from any Access Point that serves your population and to do a Coordinated Entry assessment if you are experiencing homelessness (though not everyone may need an assessment). The ultimate decision about what services you participate in, is your own. Throughout the process, you may be referred to housing and services, and it’s up to you whether you participate in those services or not. You have the right to participate in the level of service that meets your needs and to identify those specific needs. You have the right to control or deny the release of, and access to, your personal information. You have the right to decline to answer any Coordinated Entry assessment question and to learn about the possible outcomes that may occur from not answering.

You have the right not to be physically, sexually, verbally and/or emotionally abused, harassed, or threatened. While a risk of danger cannot always be preempted, you have the right to have any concerns about safety or privacy taken seriously and for the service provider to take reasonable steps to address your concerns.

You have the right to receive culturally competent services. You have the right to ask for an interpreter if you need something translated. You have the right to ask for reasonable accommodation if you have a disability.

You have the right to be accompanied by an advocate and/or your support person when receiving Coordinated Entry services. You also have the right to receive community referrals. And you have the right to be updated when prioritization thresholds change.

You have the right to expect that your personal information will be kept private and will only be shared on a need-to-know basis after consent through a Release of Information. You have the right to be informed about what circumstances would result in your information being shared without your consent. You have the right to control or deny the release of, and access to, your personal information at all times.

You have the best knowledge and understanding of your needs. You have the right to make choices about what services and housing options are the best fit for you. Service providers should present all relevant information and options for your case, allowing you to make the final decision, without coercion, about which services and referrals you will utilize. They should also do their best to inform you of any potential consequences of your choices in a transparent and non-coercive manner. Service providers should understand that options offered to people experiencing homelessness are based on what inventory is available at the time and that not choosing housing is also an informed choice to make.

You have a right to receive a copy of the agency policies that govern the services you receive, including all rules or responsibilities. You have a right to know all the services available and to receive support in choosing the best options for you.

People experiencing homelessness can feel empowered to understand that moving through CE works best and that people are most successful in CE when they:

• Update their contact information as it changes to ensure that their CE status is accurate and to ensure service without interruption.
• Are as forthcoming as possible when answering CE questions.
• Regularly check their status and provide timely feedback.
• Are aware that they will be provided with at most, three housing opportunities.
• Let staff know who else they can contact if they’re unable to get a hold of you.
• Let staff know if you are feeling unsafe or at-risk at any point in the process so you can receive support.
• Maintain a professional relationship with providers/staff and endeavor to treat everyone with dignity, understanding, and mutual respect.

Participant Grievance Policy

Program participants must try to resolve the issue by raising the grievance directly with their provider. After a participant has exhausted the agency’s internal grievance procedure, the participant can file a grievance with the Department of Homelessness & Supportive Housing.