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Department of Human Services

Homeless to Home system

As part of their funding agreement, all specialist homelessness agencies are required to use the Homeless2Home (H2H) client and case management system.

The H2H system:

  • ensures a consistent response to clients across South Australia
  • allows agencies to record client circumstances, services provided and outcomes reached
  • allows for standardised reporting.

Agencies are able to:

  • search for a client's history with Specialist Homelessness Sector (SHS) agencies
  • register and update client information
  • undertake an intake
  • undertake an assessment
  • undertake a case plan
  • refer clients, with their permission, to other SHS agencies.

Questions about the H2H system, including recent system changes, can be directed to the Homelessness Systems Support (HSS) team.

Recent Changes to H2H

H2H 2.9

The newest release of H2H brings changes to the system to improve data quality, introduces new data items and simplifies some functions.

Task Auto-close

Case plan tasks no longer need to be manually closed. All tasks now close automatically once they pass the end date, the same way that intake services do. You no longer see the red flag expired task notifications on your home page.

Housing situation updates

There are several changes to the way that housing information is captured in H2H. These are:

  • Ability to record Tenure, Conditions of Occupancy, and Living Arrangement as part of the address at any stage in the client's pathway
  • Ability to identify the client's 'current' address
  • Complete date fields, so that client housing pathways can be measured with better accuracy.

These changes allow you to record where a client's housing situation changes during support, where in the past it was only collected at the start and end of support. You can identify the current address in bold type in address lists, with previous current address indicators kept visible so that the housing history can be reviewed.

Risk assessment scores

You can record risk assessment scores for common tools such as the VI-SPDAT, and Domestic Risk Assessment Form in H2H. The risk assessment score screen is in the client menu and can be accessed at any stage in the client pathway. You will be prompted to record scores in the Housing crisis, and Domestic and Family Violence areas of your assessment/case plan where relevant.

‘Required services’ have been renamed 'unmet needs'

Changes have been made to the way you record required services for a client:

  • Renaming the function to 'unmet need' to make the purpose clearer
  • Simplification of the list of services
  • Removal of several fields to make it faster to record unmet needs
  • Ability to record a reason of 'need unmet at exit' when closing off an unmet needs.

These changes make it easier to capture need for clients and provide better insight into unmet need at exit.

Presenting unit prompts

When you save an intake you will now be prompted to answer a question about the presenting unit. Selecting ‘no’ the client is not presenting alone; will take you to the presenting unit screen, where you will see instructions on how to connect unit members.

For more about these changes see the printable information sheet (PDF 249.3 KB).


Access, training and system support is provided to agencies by the HSS team.

When accessing the system for the first time:

Basic user training

One day courses are conducted regularly aimed at new users or existing users who need a refresher.

Training places are limited. SHS workers will be given priority over placement students and non-SHS workers.

If you have recently completed a one-day training course, please complete the H2H Basic User Training survey.

Super user training

One day courses to upskill experienced H2H users with skills to provide basic training and support to colleagues in the use of the system. Super users are also called on to assist with testing changes to the H2H system prior to release.

People who make regular use of the system in their day to day work can be super users, they are often called upon to test new functions in H2H prior to release.

Supported training

Housing SA also offers a range of training available to the NAHA sector.

To register for training, find the relevant course for you in the Homelessness Sector Training Calendar (PDF 123.5 KB) and complete the registration form (DOC 222.5 KB)

Email the completed form to

Agency specific training

The HSS team are available to provide a limited number of agency specific training sessions. To request training for your agency or program please complete the training request form.

Getting access to H2H

Only authorised staff members from specialist homelessness agencies and the Department of Human Services will be able to access H2H. When applying for access it is important to first read the H2H user role descriptions (PDF 83.6 KB).

These forms support the administration of system access for agency staff:

Using the H2H system

The H2H user guide (PDF 11.2 MB) for H2H explains how to use the system.

When a client's permission is required

Clients must be:

The Notice of Information requires agencies to provide de-personalised information to state and commonwealth governments. This ensures that personal details are protected.

Clients must give their permission before information can be shared or exchanged with another agency. This permission can be given:

Supporting forms

Getting help

Agency staff who need help with H2H should check the H2H user guide (PDF 11.2 MB) first and check with a colleague.

Technical Help

Phone: 1300 885 912

Help with using H2H

Phone: 8207 0224

Agencies can also email comments, feedback and suggestions on the H2H system to the address above.


How to search for a client

How to reset your H2H Password

Duplicate client records

Sensitive and locked

The Set as Deceased Function

Related information

Other websites

Australian Institute of Health and Welfare


For an alternative version of a document on this page contact the Homelessness Systems Support team.

State Government of South Australia © Copyright DHS [sm v5.4.7.1] .

Provided by:
SA Department for Human Services
Last Updated:
05 Jul 2018
Printed on:
23 Mar 2019
The DHS website is licensed under a Creative Commons Attribution 3.0 Australia Licence. © Copyright 2016