In some communities, maintaining multiple Community Queues may be useful for managing distinct processes of referral and placement. For example, a community may have one queue for emergency shelter beds and another for permanent housing units. Alternatively, Community Queues may be used to manage both the Coordinated Entry process as well as referrals to other, non-housing related programs.
With multiple Community Queues, clients can be placed on up to five queues at once. Each queue is completely separate from the other.
Multiple Community Queue Setup
Click on the launchpad and navigate to Setup > Settings > Referral Settings (figure 1).
Click the edit icon beside the Referral Settings you would like to configure for multiple community queues (or, if creating new settings, click “Add New Referral Settings”).
Within Referral Settings, toggle on Multiple Community Queues (figure 2).
After clicking “Save Changes,” a new Community Queues section will appear. The “Default” Community Queue can be renamed, but not deleted. To add a new queue, click “Add New Community Queue” (figure 3).
Note: if there is only one community queue, even if Multiple Community Queues is toggled on, all data is automatically part of the “Default” community queue.
In the Add Community Queue section, provide a name for the queue (figure 4).
There are three additional settings:
Allow Referral to Community Queue: If toggled on, system administrators will be able to define which assessments can be used to refer clients to the queue. After clicking Save, assessments can be added.
If toggled off, users will not be able to refer to the queue from Program Eligibility Determination within the (client or program-level) Assessments tab.
If sending the referral to a Community Queue during the denial process, a queue with Allow Referral to Community Queue toggled off can be selected. See the "Sending a Denied Referral to a Community Queue" section of Updating the Status of a Referral for more information.
After clicking Save Changes, if Allow Referral to Community Queue is toggled on, an Assessments section will display. To add assessments, click “Add Assessment” (figure 5).
In the Add Assessment pop-up, select the assessment(s) you would like to be able to be used to refer to the community queue (all screens set up as Assessments will be available to choose from).
Note: the assessment must also have Eligibility Engine enabled and be made available to the agency or program in order to refer the client to the queue from the Assessments tab.
Automated removal from the Community Queue: indicates whether clients can be automatically removed for the individual queue or must be manually removed.
Prioritization List: indicates whether a program-level Coordinated Entry Assessment used to refer a client to the queue should be reported as “Placed on Prioritization List” for HMIS Data Element 4.19 Coordinated Entry Assessment. For more information, see 2020 HMIS Data Standards: Coordinated Entry Data Elements Details and Prioritization Status.
Referring Clients to Multiple Queues
If multiple community queues have been configured, the user will choose which queue(s) to refer the client to (figure 6). Users may refer a client to more than one queue at once.
If multiple queues are selected during the referral process, a unique referral will be generated for each queue.
Managing Multiple Community Queues from The Global Referrals Tab
If multiple community queues have been configured, there will be a Community Queue “switcher” in the Referrals Community Queue tab (figure 7). Clicking on the queue will display only the referrals to that queue.
Editing and Deleting Multiple Community Queues
Community Queues that have been configured in Referral Settings can later be deleted or edited. However, if at least one referral belongs to a community queue, system administrators will be unable to delete the queue or disable Multiple Community Queues until the referral is removed or resolved.
Deactivating and Reactivating Multiple Community Queues
If there are no referrals outside the Default Community Queue, Multiple Community Queues can be disabled by system administrators. If the system administrator later re-enables Multiple Community Queues, the previously created Community Queues will be restored.