HMIS Project Management Topics and Tools - OneCPD

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HMIS Project Management Topics and Toolso Easier access to public resources;o Privacy protections that ensure that no identifying information will leave theagency without their consent; ando Improved service coordination and less duplicative intakes when data is sharedamongst agencies.• Potential benefits for front-line workers:o Uniform way to track client needs and history;o Ability to track client outcomes; ando Ability to monitor the status of referrals.• Potential benefits for the agency and program managers:o Reporting features; ando Information can be used for funders, Boards of Directors, and advocacy purposes.• Potential benefits for Continuums of Care and policy makers:o Programs have the capacity to generate APRs;o Continuums can access aggregate reports which can help with the HUDapplication; ando Aggregate data can be used to inform policy decisions aimed at addressing andending homelessness at the local, state and federal levels.A shared vision is an effective device to make sure stakeholders are on the same path. Thevision should be created together for broad buy-in. If some stakeholders attempt to veer theproject in other directions the shared vision serves as a compass to keep stakeholders heading inthe same (agreed upon) direction. This will help facilitate all communication and expectations.If the community has developed a local vision statement, the project manager should post a copyof the vision in a prominent place and remind people of that vision whenever necessary. Forexample, the project manager might include the vision statement at the bottom of every meetingagenda, on the project website, or as part of his or her email signature. The vision should beincluded in all documentation related to the project. It could also be included along with theHMIS privacy posting at every workstation where data are entered.The project manager should also collect and share information about how the HMIS is having animpact locally or benefiting other communities around the country. These benefits can accrueeven before full participation is achieved and can occur in both anticipated and unanticipatedways. For example,• In Tulsa, there was a case of tuberculosis in a large shelter. Using HMIS, the shelterwas able to determine who was exposed and notify them within two days. Prior toHMIS, this process took 90 days.• In Columbus, the HMIS was used to discern the distinct utilization patterns of longtermand short-term clients. This informed the city’s planning process and led toestablishing a goal of developing 800 new units of permanent supportive housing aswell as refocusing the shelter system and related services.• In Kansas City, the HMIS has been used to determine the geographical area that hasthe greatest need for a particular service. This data has then been used to informpeople interested in starting the service about where their work will be most effective.36
HMIS Project Management Topics and Tools• On a smaller scale, also in Kansas City, a school bus dropped a homeless child off ata homeless shelter after the family had moved to a different shelter. The HMIS wasused to reunite the child with his family.Sharing this information can help motivate the community when it becomes disillusioned withthe project, where participation in meetings or use of the software declines, or where political orfiscal challenges threaten the project’s future. Reminding the community of the long-termvision, goals, and benefits of HMIS can help keep the project on the path to success, even if theshort-term expectations are kept at a reasonable level.Communications ToolsFormal communications documents to governing committees and funders are discussed inChapter 4, and examples of such documents appear as Appendices 6 and 8.For communicating with the larger HMIS community, a number of companies provide e-newsletter services that make creating a professional looking e-newsletter easy. Some of theseservices are even geared toward non-profit organizations. The services generally include e-maillist management, and counts of who opened the mail and what articles they read. They alsoenable one click removal from the mailing lists. Some additional non-profit tools includefundraising, web site hosting, web forums, web surveys, and other components. Many of theseservices including the e-newsletter can be purchased together as part of a single package. Costsfor these services range from a few hundred to thousands of dollars per year. However, someorganizations might consider purchasing the service not only for the HMIS implementation butalso for other aspects of their work.Depending upon the size of your HMIS implementation there may also be a number of CustomerRelationship Management (CRM) software tools right for your community. A CRM softwaretool allows an HMIS project manger to systematically track interactions with end users, funders,agency directors, HMIS solution providers, vendors, and third party vendors. Most CRMsolution providers are geared toward tracking, integrating and maintaining business relationshipsto maintain a profit. Although the end goal is slightly different the functionality can be vital foran HMIS project manager. However, he or she needs to avoid products that have extra featuresnot suitable for HMIS. CRM tools are available at various prices and models.Needs for different HMIS initiatives vary. However most HMIS projects may benefit fromtracking and logging reported bugs, calls to support desks, and help with advanced features. ACRM can help a project manager:• Better ensure technical support to end users is being provided in a timely efficient mannerby tracking status and nature of calls;• Track bugs to send to the HMIS solutions provider;• Run reports to analyze where the greatest need for support is and modify trainings asneeded;• Run reports to analyze where support staff time is best used;• Coordinate interaction with other stakeholders (media, funders, government, advocates,homeless consumers, etc.) beyond end users; and37
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HMIS Project Management Topics and Tools - OneCPD

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