Case Notes & Quality Compliance
A client says, “I’m working on getting my documents.” What 3 specific details must be included in your case note to make it complete?
What documents, what steps were taken, and what is the follow-up plan/date?
For a single adult living in shelter, their household income must be at or below this percentage of the Federal Poverty Level to initially qualify for CityFHEPS.
What is 200% of the Federal Poverty Level?
OR
What is maximum monthly income of $2,862
SARA restrictions primarily limit a client’s ability to live near what?
Schools (and other restricted zones per law).
A client says, “I want housing,” but has not completed any assigned tasks. What is the appropriate case management response?
Reassess barriers, set clear tasks with deadlines, document expectations, and provide education on readiness requirements.
What happens if the name on a client’s CityFHEPS does not match the name in CARES/HRA systems?
Packet delay or rejection due to identity discrepancy.
A weak note says: “Client was angry and uncooperative.” What is missing?
Objective behaviors (what the client actually said/did), triggers, staff response, and outcome.
This formula is used to calculate a clients monthly income / eligibility for CityFHEPS.
Paid biweekly: take the average and multiply by 2.663
Paid weekly: take the average and multiply by 4.333
Before scheduling a viewing, what must be confirmed with the parole officer?
That the address is approved and within restriction compliance.
A client repeatedly misses ILP appointments. What must be documented each time?
Reason given, education provided, impact on process, and follow-up plan. Escalate to a case conference with SCM
How many consecutive paystubs are typically required to verify employment income?
At least 4 recent consecutive paystubs if paid weekly. 2 if paid biweekly.
A client reports he has an upcoming parole appointment. What must be documented beyond just the date?
Officer name, compliance status, travel restrictions, and whether housing search impacts reporting requirements.
Besides income, name at least one other eligibility requirement that CityFHEPS applicants in shelter must meet.
What is being on cash assistance or single issue?
Why is documenting all communication with parole officers critical in housing placement?
To show due diligence, legal compliance, and protection against liability if placement is challenged.
What is the difference between a barrier and non-compliance?
A barrier is an obstacle preventing progress; non-compliance is refusal or failure to complete agreed-upon tasks despite ability.
A client receives cash income but has no documentation. What must be done before submitting a housing packet?
Obtain written employer verification or appropriate income attestation documentation.
A client refuses to attend a housing appointment. What 4 things must your case note include?
Reason for refusal
Education provided about consequences
Client response
Next steps/follow-up plan
What happens if income verification does not match what is listed on the CityFHEPS voucher?
Delay or denial due to inconsistency.
A client on parole has a 9:00 PM curfew but tells you he will be working until 11:00 PM. What must be verified before documenting him as compliant?
What is official parole approval for a work pass/curfew modification from the parole officer, including documentation of the approved work schedule?
A client has active substance use that is impacting appointments and documentation completion. What is your responsibility as a case manager?
Provide referrals, document impact on housing readiness, and create a realistic stabilization plan.
A CityFHEPS voucher has been issued but the unit rent exceeds payment standards. What happens next?
The unit will not be approved unless rent is negotiated or the client finds a unit within payment standards.
You submit a housing packet and it is rejected. What should your case note reflect to protect you administratively?
Date of submission
Documents included
Reason for rejection
Action taken to correct it
Timeline for resubmission
List three major elements you must verify before deeming a client housing ready for CityFHEPS placement (beyond income eligibility).
Valid identification
Complete housing packet (income docs, IDs, shelter residency, etc.)
Lease that's within payment standards and restriction zones (e.g., SARA)
A client repeatedly stays out past curfew and states he is “working,” but has not provided written proof or parole approval. What are the case manager’s responsibilities?
Verify employment (paystubs, employer letter, schedule)
Confirm parole approval for extended hours
Document all communication
Educate client on violation risk
Notify supervisor per protocol if required
In one sentence: What does it mean to “move the case forward” every week?
There is documented progress toward housing. Tasks completed, barriers addressed, or concrete next steps assigned.
Name 4 common reasons housing packets are rejected.
Missing or expired ID
Inconsistent income documentation
Incomplete forms
Missing signatures
Rent exceeds payment standard
Unverified parole/SARA compliance