Glossary of homeless services terms

Boundary crossing

A departure from usual professional practice that may be harmless or helpful, such as attending a client’s graduation with approval. It differs from a boundary violation, which harms or exploits the client.

Case management

A service in which a worker helps a client set goals, connect with resources such as housing, health care, and benefits, and follow through over time.

Compassion fatigue

Emotional and physical exhaustion that develops from caring for people who are suffering, which can reduce a worker’s ability to feel empathy.

Congregate shelter

A shelter where residents sleep in shared spaces, such as dormitories, instead of private rooms.

Continuum of Care (CoC)

A regional planning body that coordinates housing and services funding for people experiencing homelessness. Los Angeles County has four: Los Angeles, Long Beach, Pasadena, and Glendale.

Coordinated Entry System (CES)

A community-wide process for assessing people’s housing needs and matching them to available housing and services.

Crisis intervention

Short-term, immediate help for a person in acute distress, aimed at restoring safety and stability.

Debrief

A structured conversation after an incident in which staff review what happened, support one another, and agree on what to change.

De-escalation

The use of calm communication, body language, and problem-solving to reduce the intensity of a tense or potentially violent situation.

Dual relationship

A situation in which a staff member has a second relationship with a client outside the professional role, such as neighbor, relative, or friend.

Harm reduction

An approach focused on reducing the negative consequences of drug and alcohol use without requiring a person to stop using first.

HMIS

Homeless Management Information System. The local database providers use to record information about the people they serve and the services provided.

Housing First

An approach that offers permanent housing as quickly as possible without preconditions such as sobriety or treatment, with voluntary supportive services.

Incident report

A written, factual record of an unusual or serious event on site, including who was involved, what happened, and what was done in response.

Interim housing

Temporary housing, including shelters and bridge housing, that gives people a place to stay while they work toward permanent housing.

Low-barrier shelter

A shelter that keeps entry requirements to a minimum, so that sobriety, income, or program participation are not conditions of a bed.

Mandated reporter

A person required by law, because of their job, to report suspected abuse or neglect of children, elders, or dependent adults.

Motivational interviewing

A counseling approach that helps people explore and strengthen their own reasons for change.

Naloxone

A medication that can reverse an opioid overdose. Many agencies train and equip staff to use it.

Outreach

Work that brings services to people where they are, such as on the street or in encampments, instead of waiting for them to come to an office.

Permanent supportive housing (PSH)

Long-term, affordable housing combined with voluntary supportive services for people with disabilities who have experienced homelessness.

Quality assurance

A systematic review of files and practices to confirm that services and documentation meet required standards.

Rapid rehousing

Short- to medium-term rental assistance and services that help people move quickly from homelessness into permanent housing.

Release of information (ROI)

A form a client signs giving permission for an agency to share specific information with another named person or agency.

Service Planning Area (SPA)

One of eight geographic regions Los Angeles County uses to plan and deliver health and human services.

Trauma-informed care

A way of working that recognizes how common trauma is and shapes services to promote safety, trust, choice, collaboration, and empowerment.

Warm handoff

A referral in which a staff member personally connects the client to the next provider, instead of only giving contact information.

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