Hennepin CoC: Case Management Workflow

Author: Hennepin County Teresa Howard | Date Created: 5/22/2025 | Date Updated: 05/22/2025

What this is

This article provides a broad overview of the Hennepin Case Management workflows. This guide will provide custom workflow instructions for 

• Hennepin Singles Shelter Case Management 
• Homeless to Housing - Singles Case Management 
• Homeless to Housing - Family Case Management 
• Homeless to Housing – YHDP Case Management: Serves single and family youth 

Case Management Enrollment

If a client has been identified for Case Management services, you will create an enrollment into the appropriate Case Management Project. 

1. Set your workgroup to HMIS Users or Emergency Shelter Staff.

• Tip: Use this link to help you find which organization to use if you are not sure: ClientTrack Projects: ClientTrack Projects - Airtable Search for your project name to see which organization is associated with it. 

2. Navigate to the Clients workspace. Use the Client Search page to find the Head of Household’s profile and select it. 

3. On the left-hand side menu, select Intake to begin your assessment. 

4. Confirm HoH Basic Client Information is accurate. Update or edit as needed
5. Confirm Family Members includes all HH members who will be included in the Case Management enrollment. Add any additional HH members not listed.

• If some family members listed will NOT be included in the enrollment, that’s ok. We just won’t select them in the next step

6. Complete the Program Enrollment  

• Select the project  
• Select the HH members to include in enrollment and assign the relationship to HoH for this enrollment 

7. Complete the Intake for all HH members included as prompted by the workflow 

• General instructions on using Intake to complete enrollments can be found here:  

1. Program Enrollment - ICA Minnesota's HMIS Knowledge Base 
2. 02. Program Enrollment: Enrolling a Household - ICA Minnesota's HMIS Knowledge Base 

• Specific guidance on certain common forms is also available in ICA Minnesota's HMIS Knowledge Base in the Program Enrollment folder.

Adding a New Goal

1. At the end of the workflow (for each adult included in the enrollment) you will be able to add or edit/update goals.
2. Then, follow the steps available here to add a new goal: Hennepin CoC: Goals for Case Management Programs.

Assign Case Manager

Case Managers are typically either assigned:

• By a supervisor who is assigning cases PRIOR to the client enrolling in Case Management , or
• By a case manager at the time of Case Management project enrollment

The process will look slightly different depending on the path. 

Supervisor Assigned Case Manager

1. Set your Workgroup to any of your eligible workgroups and your Organization to the organization where your Case Management project lives
2. Navigate to the Client Workspace if you are not there already
3. Open the Client Profile menu folder
4. Select the Case Manager menu item 

5. Click Add Case Assignment 

6. Set date on which the user was assigned. It will default to today but can be modified by clicking the calendar to select another date or typing in a different date. 

7. Search for and select the Case Manager using the magnifying glass. Contact information will automatically populate based on the user’s profile information. 

8. Case Manager Type: Select Case Manager 
9. Enrollment: Leave blank for now unless the client has already been enrolled in a case management project.  
10. Status: Leave default as Active

Attaching the Program Enrollment 

11. If/When the client enrolls in the project, the CM needs to update 
12. Assignment Beginning Date. This needs to be modified to be on or after the date of enrollment 
13. Enrollment: Select the associated Case Management enrollment.   

Case Manager assignment after enrollment into a Case Management project

Make sure the client enrollment has been created prior to the following steps 

1. Set your Workgroup to any of your eligible workgroups and your Organization to the organization where your Case Management project lives. 
2. Navigate to the Client Workspace if you are not there already 
3. Open the  Client Profile menu folder 
4. Select the Case Manager menu item 

5. Find the case manager’s name and associated enrollment and click the Edit button to update the Case Manager Type 

6. Change the Case Manager Type to Case Manager. Click Save. 

 Update Client Assessment  

Partial Update 

During conversation with your client, you may discover that no significant information has changed and you do not need to complete a full update.  

NOTE:  Current Living Situation should be recorded at every contact. And Goals should be reviewed and updated as needed.  

The following pieces of information can be updated outside of the update process, in the corresponding locations. 

Full Update 

If you have NEW information to add or update on your client’s assessment such as income, housing preferences, etc. conduct a full update in HMIS.  

YHDP is required to complete an Annual Assessment every 12 months of enrollment. If your regular update corresponds with your Annual Assessment, chose the New Annual Assessment option when selecting the kind of update you want to do. This will allow you to answer all the federally required annual assessment questions alongside your standard update forms.  

Note: If no information has changed, you do not need to complete a full update, you can update pieces of information outside the formal update process. See previous section for details.   

1. Navigate to Clients workspace and the Dashboard or Enrollment section of the client record 

• Update workflow instructions located here 08. Updates & Annual Assessments During Enrollment - ICA Minnesota's HMIS Knowledge Base 

2. Locate the client’s enrollment 
3. Use the … Action button to select Update/Annual Assessment 
4. Select New During Program Enrollment/Update Assessment 
5. Confirm client HH enrollment information 
6. Complete the update for each client as required. 
7. REMEMBER  to complete each form in the update by clicking Default Last Assessment or completing each question with information from the client’s answers.  

• Leaving previously answered questions blank can cause significant problems in data quality, ensuring clients are properly prioritized for Coordinated Entry, client information displayed on By-Name Lists, and funder reporting. 

8. At the end of each adult HH member’s update, you will be able to edit existing or create new goals. See Goals section above for more information about creating goals 

Update Goals 

Navigate to the Goals section either as part of an update workflow OR directly in the Profile section of the client record. Then, follow the steps available here to update a goal, record outcomes, or delete a goal: Hennepin CoC: Goals for Case Management Programs.

Exit Enrollment 

When a client household is no longer receiving Case Management services, you can exit the program enrollment: 

1. Set your Workgroup to any of your eligible workgroups and your Organizationto the organization where your Case Management project lives. 
2. Navigate to the Clients workspace. From the left-hand side menu, select Dashboard or Enrollments and Services.
3. Use the … Action button to select Exit The Enrollment 
4. Confirm client HH enrollment information 
5. Complete the Exit for each client as required. 

12. REMEMBER  to complete each form in the update by clicking Default Last Assessment or completing each question with information from the client’s answers.  

• Leaving previously answered questions blank can cause significant problems in data quality, ensuring clients are properly prioritized for Coordinated Entry, client information displayed on By-Name Lists, and funder reporting. 

13. At the end of each adult HH member’s update, complete all outstanding goals. See Updating Goals section above for more information about how to complete a goal. 

End Case Management Association 

If at any time you need to end the assignment of a Case Manager for a client (for example to assign a new case manager) or you did not do this at exit, you can end the assignment directly in the Profile/Case Manager form 

1. Set your Workgroup to any of your eligible workgroups and your Organization to the organization where your Case Management project lives. 
2. Navigate to the Client Workspace if you are not there already 
3. Open the  Client Profile menu folder 
4. Select the Case Manager menu item 

5. Find the case manager’s name and associated enrollment and click the Edit button to update the Case Manager assignment 
6. Add an Ending on date 
7. The status will automatically change to Inactive 
8. Save 

6. Now a new Case Manager can be added and associated with this enrollment by clicking Add Case Assignment OR
7. If the client is no longer enrolled in the project, no additional action needs to be taken. 

Case Notes

Some project may choose to utilize the Case Notes functionality for their Case Management projects. Case Notes are created and edited outside of any enrollment, update, or exit workflow. 

Case notes are only visible to others who are logged in to the organization where they were created. At this time they cannot be shared to any other organization. The user, however, can see client notes they created while logged in to any organization they have access to.  

1. Set your Workgroup to any of your eligible workgroups and your Organizationto the organization where your Case Management project lives. 
2. Navigate to the Client Workspace if you are not there already 
3. Open the Client Profile menu folder 
4. Select Case Notes 

5. Select Add New Case Note and enter the client’s case notes. 

6. Use the … Action Button to manage existing case notes 

• View Case Note 
• Edit Case Note 
• Delete Case Note