Client Intake Process

A comprehensive guide to conducting effective client intake interviews.

Before You Begin

What You'll Need

  • ✅ Intake form access (/intake in navigation)
  • ✅ Client present (in-person or phone)
  • ✅ 20-30 minutes of uninterrupted time
  • ✅ Supporting documents (if available)

Prepare the Client

Explain to your client:

  • The intake will take about 20-30 minutes
  • All information is confidential
  • Information helps match them with appropriate resources
  • They can skip questions they're uncomfortable answering
  • Their honesty helps us help them better

The 7-Step Intake Process

Step 1: Head of Household Information

What to Collect:

  • Full name (first, last)
  • Date of birth
  • Contact information (phone, email)
  • Demographics (gender, race/ethnicity)
  • Veteran status
  • Disability status
  • Preferred contact method

Tips:

  • Verify spelling of names
  • Confirm phone number is active
  • Ask for email even if they check it infrequently
  • Explain why demographic data is collected (reporting, not discrimination)

Common Issues:

  • Client doesn't have phone → Use shelter/friend's number with permission
  • No email → Not required, can skip
  • Uncomfortable with demographics → Remind them it's optional

Step 2: Household Demographics

What to Collect:

  • Household name (e.g., "Smith Family")
  • Total household size
  • Number of children
  • Number of elderly (65+)
  • Number of disabled members
  • Current address (even if temporary)
  • City, state, zip code
  • County
  • Preferred language
  • Need for interpreter

Tips:

  • Count everyone living together (including non-relatives)
  • Children = under 18
  • Get current location even if temporary
  • ZIP code is important for resource matching

Questions to Ask:

  • "Who lives with you full-time?"
  • "Are there any children in your household?"
  • "Does anyone need medical accommodations?"
  • "What language do you prefer for services?"

Step 3: Income & Employment

What to Collect:

  • Annual income (estimate okay)
  • Monthly income
  • Employment status
  • Employer name (if employed)
  • Income sources (select all that apply)
    • Employment
    • SSI/SSDI
    • TANF
    • Unemployment
    • Child support
    • Other
  • Income verification status

Tips:

  • Estimates are acceptable
  • Include all household income
  • List ALL income sources
  • Don't judge income amount
  • Explain why income matters (eligibility)

Sensitive Questions: Ask tactfully:

  • "Can you share your approximate household income?"
  • "What sources of income does your household have?"
  • "Do you have documentation of income?"

Step 4: Housing Situation & Eligibility

What to Collect:

  • Current housing situation:
    • Homeless (unsheltered)
    • Emergency shelter
    • Transitional housing
    • Couch surfing
    • At risk of homelessness
    • Housed (stable)
  • Duration of homelessness (if applicable)
  • Prior address
  • Prior landlord information
  • Eviction history
  • Citizenship status
  • Veteran details (if veteran)

Housing Status Definitions:

Homeless (Unsheltered):

  • Living on streets, in car, abandoned building
  • No fixed address
  • Most urgent priority

Emergency Shelter:

  • Staying in shelter temporarily
  • Time-limited stay
  • Still considered homeless

Couch Surfing:

  • Staying with friends/family temporarily
  • No legal right to stay
  • Unstable situation

At Risk of Homelessness:

  • Eviction notice received
  • Behind on rent
  • Losing current housing soon

Tips:

  • Be empathetic and non-judgmental
  • Explain definitions if client is unsure
  • Duration of homelessness affects priority
  • Eviction history is important (don't skip)

Step 5: Immediate Needs

Categories to Review: Select all that apply:

  • 🏠 Rent assistance
  • 💡 Utility assistance
  • 🛏️ Emergency shelter
  • 🍔 Food assistance
  • 🚌 Transportation
  • 🆔 ID/documents
  • 💼 Employment services
  • 👶 Childcare
  • 🏥 Healthcare
  • 🧠 Mental health services
  • ⚖️ Legal services
  • 🛡️ DV services
  • 🎖️ Veteran services
  • ♿ Disability services

Tips:

  • Read through ALL categories
  • Ask client to prioritize top 3
  • Some needs may not be obvious (ask open-ended)
  • Document immediate vs. long-term needs

Questions to Ask:

  • "What do you need help with most urgently?"
  • "Are there services you need within the next week?"
  • "What would help stabilize your situation?"

Step 6: Document Upload (Optional)

Common Documents:

  • Income verification (pay stubs, SSI letters)
  • Lease agreement
  • ID (driver's license, state ID)
  • Birth certificates
  • Veteran DD-214
  • Medicaid card
  • Utility bills
  • Eviction notice

Tips:

  • Documents are optional at intake
  • Can be uploaded later
  • Accept photos taken with phone
  • Ensure documents are readable
  • Keep originals with client

If Client Has Documents:

  1. Click "Add Document"
  2. Select document type
  3. Upload file or take photo
  4. Verify upload successful
  5. Client keeps original

Step 7: Review & Consent

Final Steps:

  1. Review all information with client
  2. Correct any errors
  3. Explain what happens next
  4. Get consent for data sharing
  5. Submit application

Required Consent:

  • ✅ Client must agree to data sharing
  • ✅ Explain information will be shared with service providers
  • ✅ Privacy is protected
  • ✅ Only shared for service coordination

After Submission:

  • Give client their reference number
  • Explain priority level assigned
  • Discuss next steps
  • Set follow-up appointment

Understanding Vulnerability Scores

The system automatically calculates a vulnerability score (0-100) based on:

High-Impact Factors

  • Homeless (unsheltered) +30 points
  • Emergency shelter +25 points
  • Couch surfing +20 points
  • Domestic violence +15 points
  • At risk of homelessness +15 points

Household Composition

  • Has children +10 points
  • Has elderly (65+) +10 points
  • Has disabled members +10 points
  • Homeless over 1 year +10 points

Additional Factors

  • Veteran in household +5 points
  • Unemployed +5 points

Priority Assignment

Urgent (70-100):

  • Red badge
  • Highest priority
  • Contact within 24 hours
  • Fast-track services

High (50-69):

  • Orange badge
  • High priority
  • Contact within 3 days
  • Expedite referrals

Medium (30-49):

  • Yellow badge
  • Standard priority
  • Contact within 1 week
  • Regular processing

Low (0-29):

  • Green badge
  • Lower priority
  • Standard timeline
  • Regular follow-up

After Intake

Immediate Actions

  1. Save Reference Number - Client needs this for follow-up
  2. Schedule Follow-Up - Set next appointment
  3. Document Notes - Add any additional observations
  4. Begin Resource Search - Start looking for appropriate services
  5. Create Referrals - Submit to high-match resources

Within 24 Hours

  • Review intake for completeness
  • Start resource matching process
  • Create initial referrals
  • Contact client to confirm next steps

Within 1 Week

  • Follow up on submitted referrals
  • Update client on progress
  • Request any missing documents
  • Adjust service plan if needed

Tips for Effective Intakes

DO:

  • ✅ Build rapport before diving into questions
  • ✅ Explain why each section matters
  • ✅ Use client-friendly language
  • ✅ Allow breaks if client gets overwhelmed
  • ✅ Verify information accuracy
  • ✅ Show empathy and respect
  • ✅ Give client copy of reference number
  • ✅ Explain next steps clearly

DON'T:

  • ❌ Rush through the process
  • ❌ Judge or comment on answers
  • ❌ Skip required fields
  • ❌ Use jargon or acronyms
  • ❌ Make promises you can't keep
  • ❌ Share client info with unauthorized people
  • ❌ Forget to get consent
  • ❌ Leave client without next steps

Handling Difficult Situations

Client is Emotional

  • Offer tissues and water
  • Take a break if needed
  • Show empathy
  • Move to easier questions
  • Offer to complete intake in multiple sessions

Client Doesn't Know Answers

  • Estimates are okay
  • Can research later
  • Mark as "to be verified"
  • Move on and come back

Client is Resistant

  • Explain why information is needed
  • Emphasize confidentiality
  • Allow skipping optional questions
  • Build trust before sensitive questions

Client Has Language Barrier

  • Use interpreter services
  • Select preferred language in system
  • Speak slowly and clearly
  • Use visual aids if helpful
  • Get translated materials

Quality Checklist

Before submitting, verify:

  • [ ] All required fields completed
  • [ ] Contact information verified
  • [ ] Housing status accurately reflects situation
  • [ ] All immediate needs selected
  • [ ] Vulnerability factors documented
  • [ ] Consent obtained
  • [ ] Client has reference number
  • [ ] Next steps explained to client
  • [ ] Follow-up appointment scheduled
  • [ ] Case notes added

Troubleshooting

"System says required fields missing"

  • Check for red error messages
  • Scroll through all 7 steps
  • Required fields marked with *

"Client doesn't fit any housing category"

  • Ask clarifying questions
  • Choose closest match
  • Document unique situation in notes

"Vulnerability score seems wrong"

  • Review factors entered
  • Check housing status selection
  • Verify household composition
  • Add notes to explain unique circumstances

Next Steps

Continue your learning:

Remember: Every intake is an opportunity to build trust and provide hope. Take your time, be thorough, and show compassion. ❤️