Background

A warm hand-off is the transfer of a client's case from one provider to another. The following knowledge base article reviews how and when to complete a warm hand-off. This is completed when a household is matched to either a shelter or housing opportunity through the Family Coordinated Entry System (FCES). The new provider will then take over FCES responsibilities. 

Warm Hand-Off to Housing Provider

When a family is “Matched” to a housing opportunity, the FCES team sends an “HPMM Match Grid” email. The case manager will use the attached grid to facilitate a warm hand-off from the client to the Housing Provider. Once a client is enrolled in a housing opportunity, the Housing Provider will take over as the FCES Assigned Staff.

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Warm Hand-Off to Shelter Provider

When a family is “Matched” to a shelter opportunity, the FCES team sends a “Shelter Match” email. The case manger will use this email to facilitate a warm hand-off from the client to the shelter provider. Please note that once the client is enrolled in the shelter, the shelter staff will update the Access Point and Assigned Staff in the FCES Enrollments page to reflect the change.