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.
Robin Wynn-Gaines | IT Operations Manager“Anytime I can implement technology that helps staff work more efficiently, I am fulfilling my calling.”
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, information had to be assembled from multiple sources, making real-time accuracy difficult to maintain. DHS required an integrated solution to automate intake, enhance accountability, and improve both staff and client experiences.
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 cases to the appropriate unit. All data integrates with DHS’s case management system, enabling immediate access to records and reports.
Each business unit benefits from customized workflows aligned to its operational requirements. Q-Flow’s flexibility allows DHS to maintain consistency while meeting diverse service needs:
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 plans to upgrade to version 6.4 to benefit from enhanced automation, analytics, and security.
Robin Wynn-Gaines | IT Operations Manager“All of that used to be manual, now it’s automated.”
ACF Technologies supports DHS with tailored training videos, quick-reference guides, and job aids to ensure effective onboarding. This approach enables staff to quickly learn workflows and maintain consistency across all intake centers in a 24/7 operating environment.
Employees follow a standardized digital process from arrival to placement, ensuring consistent service delivery regardless of location or population served.
Robin Wynn-Gaines | IT Operations Manager“The training videos have gone a long way in helping staff learn quickly.”
DHS is preparing to upgrade to Q-Flow version 6.4, with plans to evaluate expanded automation and reporting capabilities. The agency is also exploring extending Q-Flow across additional HRA and DSS programs to create a unified social services platform.
Robin Wynn-Gaines | IT Operations Manager“It’s a high priority solution for us, if it goes down, it’s a problem.”
Is your organization looking to transform wait times and service delivery with a modern queue management solution?
We are more than happy to explore how we can help transform your customer experience and improve operational performance through intelligent journey management and digital service delivery.