HAWC Call Center Workflow

1. Household experiencing a housing crisis contacts HAWC
All individuals and families experiencing homelessness or at-risk of becoming homeless can call HAWC at (734) 961-1999. The call center operates Monday through Friday from 8:30am to 5:00pm. Callers have the option to leave a message rather than hold for the next available intake specialist. Their call will be returned within 24 hours. Households can also email HAWC@washtenaw.org.

If answers YES

2. Same Day Intake is completed
Intake Specialists follow a script to determine need and next steps.

If answers YES

3. Household's Category of Homelessenss is confirmed**
3a. Housed, but seeking additional housing and general resources
3b. At Imminent Risk of Homelessness (Category 2)** Will lose primary night-time residence within 14 days
3c. Literally Homeless (Category 1)** Currently living in a shelter, transitional housing, or a place not meant for human habitation

If answers YES to 3a

4. Intake Specialists provide information on affordable housing resources and other relevant information as applicable and remind household to call back should their circumstances escalate.

If answers YES to 3b

4. Household Income is at or below 50% Annual Median Income**

If answers NO 

5. Intake Specialists provide information on affordable housing resources and other relevant information as applicable and remind household to call back should their circumstances escalate.

If answers YES

5. Prevention Assessment (HAWC Family Assessment Agency) is scheduled which is used to determine eligibility for Direct Assistance (i.e. eviction prevention, move-in assistance)

If answers YES to 3c

4. Assessment is scheduled
Shared Calendar between HAWC Call Center and HAWC Assessment Agencies is used to schedule an appointment based on next availability.
Important: Households Fleeing Domestic Violene (Category 4)**, Youth (ages 10-17 years), or Veterans are also referred to local agencies that specialize in these populations

**Denotes a Policy according to either the U.S. Department of Housing and Urban Development (HUD) or Michigan State Housing Development Authority (MSHDA) which fund services.)