For service providers

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 H2H Support team.

Recent system changes

Release 2.7 introduces a new mandatory question to the intake, capturing information regarding current and former Australian Defence Force (ADF) members who present to the Specialist Homelessness Sector.

This new question will assist in providing a better understanding of the extent to which veterans may need support from SHS agencies, as they represent a potentially vulnerable group with respect to homelessness.

The ADF indicator does not capture information from non-Australian defence force personnel or reservists who have never served in the ADF on a full-time basis.

Release 2.7 involves the following changes:

  • Addition of new Australian Defence Force question in the intake
  • Update to income types with the new ‘DVA pension or payment’ type replacing 3 existing DVA payment types
  • Wording change to the presenting issue of Housing Crisis (eg recently evicted). It will be changed to Housing Crisis (eg eviction) to ensure correct interpretation of this response
  • Wording change to the service Assertive Outreach. It will be changed to Assertive Outreach for Rough Sleepers to indicate that this service only applies to outreach services for rough sleepers, not all outreach services.

Please read the Release 2.7 info sheet (516.3 KB PDF) for more details.


Access, training and system support is provided to agencies by the H2H Support 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 NAHA training calendar (795.9 KB PDF) and complete the registration form  (479.1 KB PDF).

Email the completed form to

Getting access to H2H

Only authorised staff members from specialist homelessness agencies and the Department for Communities and Social Inclusion will be able to access H2H. When applying for access it is important to first read the H2H user role descriptions (74.3 KB PDF).

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

Using the H2H system

Click to access Homeless2Home

The H2H user guide (11.6 MB PDF) 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 depersonalised 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 (11.6 MB PDF) first and check with a colleague.

Technical Help

Phone: 1300 705 336

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

Related information

Other websites

Australian Institute of Health and Welfare


For an alternative version of a document on this page contact the H2H Support team.

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Page last updated 31 January 2018

Provided by:
Department for Communities and Social Inclusion
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