New York City Department of Homeless Services: Transforming Client Services With Q-Flow

Case Study

The New York City Department of Homeless Services (DHS) operates within one of the nation’s largest social service networks, working alongside the Human Resources Administration (HRA) and the Department of Social Services (DSS). DHS provides housing solutions for individuals and families experiencing homelessness while connecting them to programs such as SNAP benefits, cash assistance, and medical support.

Operating 24 hours a day across the five boroughs, DHS manages multiple intake centers and collaborates with community partners including The Salvation Army, United Way, and Catholic Charities. Each facility (PATH for families with children, 30th Street/Bellevue for single adults, and AFIC for adult families) follows distinct eligibility requirements and service models.

Before implementing Q-Flow, intake and service tracking relied entirely on manual processes. Staff recorded client data on paper forms and tracked placements with clipboards and spreadsheets. This approach made it difficult to verify real-time information, slowed reporting, and limited the ability to respond quickly to compliance inquiries from oversight bodies such as the Department of Investigation.

As IT Operations Manager Robin Wynn-Gaines described, DHS needed a modern system that could unify data collection, improve service visibility, and simplify complex workflows across all intake locations.

“Anytime I can implement technology that helps staff work more efficiently, I am fulfilling my calling.”  - Robin Wynn-Gaines | IT Operations Manager

 

The Challenge

Without digital infrastructure, DHS struggled to monitor client flow accurately or respond to oversight demands efficiently. Staff manually gathered documents such as birth certificates and eviction notices, recorded service assessments by hand, and re-entered information later into separate systems. Tracking who entered, exited, or was placed into shelter consumed significant time and created opportunities for error. 

Compliance and reporting were equally challenging. When city, state, or federal agencies requested updates, the information often had to be assembled from multiple locations, making real-time accuracy difficult to maintain. DHS needed an integrated solution to automate intake, enhance accountability, and improve both staff and client experiences.

Solution Overview

Q-Flow provided DHS with a unified, automated platform to manage client intake, assessment, triage, and placement across every major service center. The system records each client’s arrival, documentation, and service needs, then routes the case to the appropriate unit. All data flows seamlessly into DHS’s case management system, enabling immediate access to records and reports.

Each business unit benefits custom workflows that reflect its unique operational requirements and timelines. Families with children, for example, must be processed within specific hours, while single adults and adult families follow adjusted standards. Q-Flow’s flexibility allows DHS to meet these diverse requirements while maintaining consistency across all locations:

• Use Cases: Intake registration, triage, service delivery, placement tracking, compliance reporting
• Populations Served: Single adults, families with children, adult families
• Operating Model: 24/7 intake and triage across five boroughs
• Integrations: DHS case management system
• Governance Alignment: Configurable to meet city, state, and federal requirements 
  
  

Originally introduced under the legacy platform Q-nomy, Q-Flow has evolved into a central operational tool. The department currently operates on version 6.1 and is planning to upgrade to version 6.4 to gain improved automation, analytics, and security capabilities.

“All of that used to be manual, now it’s automated.” - Robin Wynn-Gaines | IT Operations Manager 

Training and adoption

ACF Technologies supports DHS with tailored training videos, quick-reference guides, and job aids designed to make onboarding simple and effective. This training strategy ensures staff can quickly learn Q-Flow’s functionality, understand workflows, and easily transfer between intake centers as needed.

By focusing on out-of-the-box usability, DHS maintains consistency in how staff manage client intake across all locations, even in its 24-hour operating environment. Whether serving single adults, families with children, or adult families, every employee follows the same structured digital process from arrival to placement.

 “The training videos have gone a long way in helping staff learn quickly.”  - Robin Wynn-Gaines | IT Operations Manager

The Results

Through a collaborative effort, a seamless transition to Q-Flow was successfully achieved. The adoption of this new system brought several benefits to the facility, including:

• Streamlined client intake
  Q-Flow transformed DHS’s intake process by digitizing all client records and replacing manual tracking with a unified system. Staff now log interactions in real time, allowing immediate visibility into service needs and next steps.

• Enhanced operational coordination
  Automated workflows synchronize intake operations across every borough, ensuring consistent service standards for all populations. Staff can manage triage, assessment, and placement faster and with greater accuracy.

• Real-time visibility and reporting
  Supervisors gain immediate insight into daily client volume, service demand, and placement outcomes. Automated reporting enables quick responses to compliance requests from city, state, and federal agencies.

• Reduced administrative workload
  Q-Flow eliminated redundant paperwork and repetitive data entry, giving staff more time to focus on client care. Tasks that once required several manual steps are now completed through one streamlined digital workflow.

• Improved client experience
  Clients receive faster, clearer communication throughout the intake process. Real-time data flow and structured workflows ensure that individuals and families in crisis receive timely housing placement and support.

Looking Ahead

DHS is preparing to upgrade to Q-Flow version 6.4, with plans to assess the system’s expanded automation and reporting benefits after rollout. The agency is also exploring opportunities to extend Q-Flow into other HRA and DSS programs, creating a unified platform for managing all social services, from housing assistance to benefits administration.

“It’s a high priority solution for us, if it goes down, it’s a problem.” - Robin Wynn-Gaines | IT Operations Manager

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