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TBIN Annual Report Fiscal Year 2012 - 2013 October 1, 2012 - September 30, 2013

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Data Quality and System Reporting INCRE ASI NG DATA QUAL ITY FOR ADV ANCE D S YS TEM REP ORTI NG

New this fiscal year, the TBIN staff added

a new position called the TBIN Quality

and Reporting Analyst. This new

position focuses on improving the overall

data quality of the system, assisting TBIN

Member Agencies to improve their

individual data quality and reporting and

ensuring the completion of several annual

federal reporting projects (Annual

Homeless Assessment Report [AHAR],

Housing Inventory Chart [HIC], and Point

In Time [PIT]).

This TBIN Quality and Reporting Analyst

staff position started in December 2012

and during fiscal year 2012 - 2013, this

position achieved the following

milestones:

1) Completed submission of the AHAR.

2) Completed submission of the HIC.

3) Completed submission of the PIT.

4) Established and rolled out a new TBIN

reporting training curriculum.

5) Established new processes and

internal tools to track overall TBIN

system data quality.

6) Established trend reports for the TBIN

Task Force and Pinellas Homeless

Leadership Board on data quality

metrics.

7) Developed a comprehensive AHAR

trend report for the Pinellas Homeless

Leadership Board on the successful

outcomes for a 5 year period from

2007-2012.

8) Developed a draft data quality report

for the TBIN system.

In a very short period of time, this position

has made a significant impact on

improving the data within the TBIN

system and helping the Pinellas County

System improve its data quality

standards.

# of TBIN

Reporting Classes

that were held.

Cumulative System

Wide Data

Completeness Grade.

Cumulative System

Wide Data

Timeliness Grade.

# of users that were

TBIN Reporting

trained.

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Annual Homeless Assessment Report (AHAR)

The Annual Homeless Assessment Report (AHAR) is an annual report

looking at the previous 12 months of homeless shelter stays and exits.

This aggregate report is run in the fall of each year and looks back at the

data from October 1st - September 30th of the previous year. The TBIN

Quality and Reporting Analyst works with TBIN Member Agencies, from

October through January annually, to improve their housing entry and

exit data to reflect the reality of the use of homeless housing. In the FY

2011 - 2012 AHAR report, for the first time in Pinellas History, all 7

AHAR data shells were accepted by HUD and used in the federal report

to the U.S. Congress. The FY 2011 - 2012 AHAR report can be found at

http://211connects.org/publications/reports/ahar-fy-11-12/.

Housing Inventory Chart (HIC)

The Housing Inventory Chart (HIC) is a list of all dedicated homeless

housing beds in Pinellas County. This list is gathered annually by the

TBIN System Administrator and submitted to HUD for verification. This list

is then used to show TBIN participation and homeless housing utilization

rates in the AHAR and PIT reports.

Point In Time (PIT) Annual Homeless One Day Count

The Point in Time (PIT) Annual Homeless One Day Count happens every

year in January. Communities are required to count the number of people

and families using homeless housing and who are living on the street on a

single day. This project is coordinated by the Pinellas Homeless

Leadership Board, but the data is entered into TBIN.

After all data is entered in TBIN for sheltered and unsheltered individuals

and families, the data is reviewed by the TBIN Quality and Reporting

Analyst then exported from TBIN and provided to a researcher for in-

Help Desk

727 -210 -4239

The TBIN Help Desk is available 24 hours

a day to receive your requests for

assistance with TBIN related matters.

There are live staff available to answer

calls and submitted tickets Monday

through Friday from 9 am to 5 pm. Tickets

can be submitted 24 hours a day by

visiting http://tbin.zendesk.com. All

tickets submitted after hours are handled

the next day.

TBIN Vir tual Training

Center (VTC)

The TBIN Virtual Training Center (VTC)

is full of how-to video tutorials on TBIN

workflow to help users refresh their

training skills. Videos are short and are

not comprehensive in nature. This tool

is a post training supplement to support

users after their live TBIN training. It

includes all current policies and forms in

use by the network. The TBIN VTC is

available 24 hours a day. You can find

more information about the TBIN VTC

by visiting https://sites.google.com/

a/211tampabay.org/tbin-training-

center/

TBIN Training Registration

Registration for TBIN training is simple

and available 24 hours a day. All TBIN

trainings are posted 30 - 90 days in

advance. You can view and register for

TBIN training by visiting http://

tbin.eventbrite.com/ . Don’t see a

class you need? Contact our help desk

and request a training.

depth analysis. The researcher

writes a detailed report on the

process and data analysis.

This data is submitted to HUD

annually and the final report is

published by the Pinellas

Homeless Leadership Board.

The 2013 PIT report can be

found at http://

www.pinellashomeless.org.

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Training DE VE LOPI NG NE W S KI LL S AND IM P ROVI NG ON OLD ME THODS

Since 2004, TBIN staff has provided

training on the use of the TBIN system.

This year, the TBIN staff redesigned its

process and aligned our commitment to

user training with the dedication of a TBIN

Trainer position. The TBIN Trainer

ensures that user training of every level is

offered each month to all users. All

trainings are posted online for registration

30 - 90 days in advance. As long as the

user meets training pre-requisites, all

trainings are open to existing and new

users TBIN users at any time.

This year, the TBIN Trainer has redefined

our internal processes to ensure we are

dedicated to user training. Each TBIN

Training class has an associated lesson

plan, collateral material, and training

survey. Lesson plans ensure that a

training can happen regardless of the

trainer and collateral materials provide

users with information they need post

training. The training survey results are

reviewed regularly and help the TBIN staff

to tweak the current and future TBIN

training curriculum.

The TBIN Trainer as well as the rest of

the TBIN staff are responsible for post

training support of all users. The TBIN

Trainer provides technical support around

training registration, training scheduling,

grades post training exams, and approves

TBIN credentials for users. Lastly, they

review and generate all videos on the

TBIN Virtual Training Center website.

Below outlines the TBIN Training stats for

fiscal year 2012 - 2013.

# of visitors to the

TBIN VTC website.

% of users

satisfied with

TBIN Training.

# of users that were

trained to use TBIN.

# of TBIN Non-

Reporting classes held.

# of TBIN

Reporting classes

held.

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# of help desk tickets

Technical Assistance SUPP ORTI NG THE TBI N UERS

The foundation of skill development and data quality

improvements is in user support. Since the inception of TBIN,

providing valuable and timely technical support to TBIN users

has been a critical focus for the TBIN staff. The level of

support, timeliness of the support and our ability to offer

better customer service to TBIN users has exponentially

increased since 2004.

The TBIN System Administrator triages all calls, emails, and

tweets that come into the TBIN staff for support, generates a

support ticket, and assigns it to the most appropriate TBIN

staff person to resolve the ticket. Tickets are assigned by

priority and the date of request is logged. Tickets are solved

by the TBIN staff first by priority and then by date of request.

All requests are logged for tracking.

Once a ticket is created for a TBIN user, the user is emailed

a ticket number and a receipt so that they can track the

status and progress of their case. Once a ticket is solved, the

TBIN user is asked to provide feedback to the TBIN staff

member who solved the case regarding their customer

service. This process ensures tickets are handled in a timely

manner and to measure user satisfaction, where applicable.

Below outlines the TBIN Technical Assistance statistics for

fiscal year 2012 - 2013.

% of users satisfied with

the TBIN Help Desk.

% of tickets solved.

More information about TBIN.

TBIN is a basic needs client

information system where local charities enter, manage

and share information on client success. TBIN Member Agencies help homeless, at-

risk, and low income individuals and families. TBIN

Member Agencies include housing programs, soup

kitchens, financial assistance providers, drop in centers,

case management organizations, and much

more.

The Tampa Bay information Network started as a pilot

program in 2003 with 10 agencies and programs. Since that time, we have

expanded to include more than 30 agencies and 140

programs. Training is offered monthly and technical support offered daily. System and Program

Performance Reporting is available upon request and classes offered in reporting

are offered monthly.

You can learn more about TBIN and how to join by

visiting us on our website at http://www.211connects.org.

# of users unsatisfied with the TBIN help.

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TBIN Member Agencies DATA S HARI NG P ARTNE R S

2-1-1 Tampa Bay Cares, Inc. Abundant Life Ministries ALPHA House of Pinellas County, Inc. ASAP Homeless Services, Inc. Boley Centers, Inc. Brookwood Florida-Central, Inc. Catholic Charities Dioceses of St. Petersburg, Inc. Christian Recovery Centers, Inc. City of St. Petersburg Community Development Department Community Law Program, Inc. Community Pride Child Care, Inc. Community Service Foundation, EFSP Daystar Life Center St. Petersburg, Inc. Directions for Living, Inc. Family Resources, Inc. Gulfcoast Legal Services, Inc. Homeless Emergency Project, Inc. Operation PAR, Inc. Our Brother’s Keeper, Inc. Personal Enrichment for Mental Health Services, Inc.

Pinellas County Health & Human Services Department Pinellas County Community Development Department Pinellas County Housing Authority Pinellas County Sheriff’s Office Pinellas Opportunity Council, Inc. Public Defender Sixth Judicial Circuit Religious Community Services, Inc. Salvation Army Clearwater Citadel Corps Salvation Army St. Petersburg Corps Shepherd Center of Tarpon Springs, Inc. St. Petersburg Free Clinic, Inc. St. Petersburg Housing Authority St. Vincent de Paul Society of South Pinellas, Inc. Suncoast Haven of Rest Rescue Mission, Inc. United Methodist Cooperative Ministries WestCare Gulf Coast Florida, Inc.

YWCA of Tampa Bay, Inc.

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Funders PROVI DI NG F I NANCI AL S UP P ORT FOR P ROGRAM

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14155 58th Street North Suite 211 Clearwater, FL 33760 727-210-4233 phone 727-213-6766 fax

A flexible, shared case management database solution for Pinellas charities. TBIN Staff provide: Training Technical Assistance Data Quality & System Reporting

2-1-1 Tampa Bay Cares, Inc. (2-1-1TBC) is

a private non-profit organization in Pinellas

County, Florida. Our mission is to create

connections between people and resources.

2-1-1TBC is the recognized Homeless

Management Information System (HMIS)

Lead Agency for Pinellas County.