Learn about the Sacramento Continuum of Care
Access Support

The Coordinated Access System

Learn how the Sacramento community expands access to services and connects support to those most in need.

  • Streamlined access to shelter, housing, and services
  • Personalized problem-solving
  • Increased impact of resources by focusing on those with the greatest need
Access Support
For Service Providers

A disconnected system delays access to critical services for those who need them most.

Every day, we have neighbors looking for a place to sleep, a path to permanent housing, or someone who can walk with them through a crisis. But there aren’t enough shelter beds or housing units for everyone who needs one.

When services are disconnected, individuals can be sent in circles or told to repeat their story over and over again. That can delay support, waste time, and leave the most vulnerable without the help they need.

The Coordinated Access System (CAS) is working to change that. The CAS connects individuals with shelter, housing, financial assistance, and supportive services through a unified process.

The goal is to make a complex system more connected and to ensure that limited resources are directed where they will make the biggest difference.

Opening doors and coordinating pathways.

The CAS is a community-wide system that connects people experiencing or at risk of homelessness to available shelter and housing programs in Sacramento.

Sacramento Steps Forward manages the Coordinated Access System in partnership with the City and County of Sacramento. We don’t provide housing or shelter directly, but we partner with those who do through one coordinated process.

The CAS replaces the “every agency for itself” model with one shared approach.

For individuals experiencing or at risk of homelessness, the CAS offers one coordinated pathway to shelter, housing, and other services for those who need it most in our community. For providers, it supports collaboration, reduces duplication, and prioritizes resources for those facing the greatest barriers.

When resources are limited, the CAS ensures that those most in need are prioritized.

Here's how it works:

Step 1: Access

A person experiencing or at risk of homelessness will call 2-1-1, work with a street outreach team, or visit a CAS-enrolled provider to start the process.

Step 2: Assessment & Problem Solving

A trained staff member will ask a series of questions to understand the individual’s current situation. These questions help identify who should be prioritized when resources become available. It also allows staff to explore immediate options—such as guiding individuals on how to use their existing resources—to help prevent or resolve homelessness without requiring long-term assistance.

Step 3: Prioritization

The CAS reviews each assessment to determine the level of need and urgency. Those with the highest risk are considered first.

Step 4: Referral & Placement

If eligible and if space is available, a referral is made to shelter, housing, or a service program.

Note: Because resources are limited, not everyone is referred right away. Additionally, this process will vary depending on each individual’s specific needs.

Through the CAS, individuals can access Homelessness Diversion, Shelter, Housing, and Survivor Support Services.

Homelessness Diversion

An approach that offers immediate access to problem-solving specialists to explore safe, available options and prevent entry into homelessness.

Housing

Connecting individuals to housing through a collaborative process with providers, from initial access to long-term placement.

Shelter

Shelter offers a safe, temporary place to stay while working toward permanent housing with support from staff.

Survivor Support

The Survivor Access System (S-CAS) offers trauma-informed support, housing navigation, and increased resources for survivors.

This is what CAS looks like in the bigger picture:

Our Community’s Plan to Resolve Homelessness​

Our community works to resolve homelessness through the Regionally Coordinated Homelessness Action Plan (RCHAP). The Coordinated Access System contributes to making this plan happen by participating in the following plan solutions:

By facilitating access to emergency shelters and connecting individuals to the Coordinated Access System.

Through housing problem-solving support offered via the PSAP (Problem Solving Assistance Point) program.

Provided by our contracted CAN (Coordinated Access Navigation) team, which delivers outreach and case management services to individuals experiencing homelessness.

By making referrals to CAS-participating emergency shelters and transitional housing programs.

Through referrals to CAS-participating Rapid Rehousing (RRH) programs.

By referring eligible individuals to CAS-participating permanent housing programs.

Who's Who

The CAS works because many organizations across Sacramento are committed to working together. Here’s how the key partners contribute:

2‑1‑1 serves as the main access point to CAS. When someone dials 2‑1‑1, trained staff complete an initial screening and connect them to the next steps, such as a CAS assessment or referral to services.

Our City and County partners fund many of the emergency shelters and housing programs that CAS connects people to. CAS is part of their broader investment in improving the homelessness response system.

SHRA plays a vital role by providing rental assistance through project-based housing programs. SHRA works with CAS to help eligible households move into permanent housing.

These partners accept referrals from CAS for emergency shelter, transitional housing, rapid rehousing, and prevention programs.

Trained staff from community-based organizations who conduct assessments, provide outreach, and support individuals through the process.

Designated agencies work closely with CAS to provide early intervention and diversion support, often helping individuals resolve housing issues before they enter the homelessness system.

Local service providers use the Homeless Management Information System (HMIS) to share data, track outcomes, and coordinate referrals. This provides the data which informs the strategic and day-to-day operations of the CAS.

The Committee connects the CAS to the Sacramento Continuum of Care, the decision-making body for our local homelessness response. With broad community representation, it helps ensure transparency, accountability, and on-the-ground insight for system strategies.

"Switching to CAS has been a huge success and a smooth transition. All of our beds are full, clients are getting housed, and the process has run smoothly.

The staff at CAS have been very attentive to the needs of the clients as well as the needs of our program. There is constant communication and dialog to make every improvement to better the process. My staff know that the clients are being properly screened and know the expectations that they are facing as they enter our program.

We are thankful for the CAS 211 staff and their continued support and partnership. "
Sierra
Shelter Operator
"This is the short story of a mother with three children: I received a referral from 2-1-1 for the family’s enrollment on the shelter waiting list. After completing the enrollment, I began explaining the resources available through the CAN (Coordinated Access Navigation) Program.

Among the resources I provided were a list of low-income housing options based on SHRA (Sacramento Housing and Redevelopment Agency) and an Employment Flyer. A little while later, the client called to let me know she had been approved for housing and had already moved in. She was very happy and grateful for the resources I had shared with her."
Ahmad Roin Kochee
Coordinated Access System Navigator
"I had a client in the CAN program [Coordinated Access Navigation] who was initially hesitant about seeking help ... He was a single father of two teenagers, staying with friends in an unstable arrangement, and worried about finding a job to support his family.

I ... helped him apply for temporary housing assistance and job placement agencies. A few weeks later, he secured a part-time job with potential for full-time employment. ... By providing comprehensive assistance and addressing both immediate and long-term needs, we can help individuals and families achieve greater stability and success."
Coordinated Access System Navigator

Here are some more resources.

CAS By the Numbers: Latest Reports

See monthly reports how CAS is connecting people with services, preventing homelessness, and moving people into shelter and housing. VIEW REPORTS

View reports

Resources for Providers

Are you a provider enrolled or interested in the CAS? Access information on how to be part of the system and how to access the latest information on our CAS Provider Hub.

View resources

Need Support?

If you are experiencing or at risk of homelessness, you can access services and resources using the link below.

Access support

CAS Policy and Procedures Guide

Take a deep dive into all of the CAS policies and procedures.

Download

Resources from
2-1-1 Sacramento

Learn more about 2-1-1 Sacramento and access guided resource searches specific to our local community.

Learn more

Frequently Asked Questions

General Questions

What is the Coordinated Access System (CAS)?

A streamlined system designed to match people experiencing homelessness with housing and service options. This process prioritizes limited local supportive housing resources, so people with the highest vulnerability can be connected to support as quickly as possible.

What crisis resources are available through the CAS?

Emergency shelter, outreach navigation, housing assessment services, and housing problem-solving services, including financial assistance to support move-in costs and eviction avoidance.

How can a household access crisis resources?

People can call the Housing Crisis Line at 2-1-1 (select #8) to be connected with appropriate resources. Households can also be assessed for shelter by CAS participating agencies. 

Is there housing available?

The CAS team works with many shelters and permanent housing programs. These organizations create their own eligibility requirements, restrictions, and prioritization. Participants may be eligible for some of the shelters, but be prioritized differently based on the way those shelter programs are designed.

For example, transitional-aged youth participants may be eligible for several shelters but will be prioritized for shelters specifically serving TAY. Our CoC’s shelter beds and housing opportunities are not allotted to clients on a first-come, first-served basis. We have designed these CAS assessments to help us identify clients who are suitable for different shelter and housing opportunities and then prioritize those who are at higher risk of vulnerability.

Which shelters are participating in CAS?

Individual Adult Shelters

Meadowview Navigation Center (MNC)
North A Street
North 5th Street: The Gathering Inn
X Street Navigation Center (XNC)
Mather Singles Interim Housing
Florin Safe Stay
Saint John’s Program for Real Change (also available to families)

Family Shelters

Next Move Family Shelter
Step up on Second Motel Shelter
Saint John’s Program for Real Change (also available to single individuals)

TAY Shelters

Common Ground
LGBT Center: Short-Term Transitional Emergency Placement (STEP) Shelter
The Grove
The Village

Can my agency reserve a bed at a shelter?

No, currently only 211 can refer households to shelters participating in the CAS. However, trained agencies with HMIS access can conduct the Crisis Assessment to place a household on the shelter waitlist.

What happens after I conduct the crisis assessment?

Households are placed on the shelter waitlist and prioritized based on shelter criteria and participant’s vulnerability. When openings arise, 211 will notify the participant or their provider if the participant cannot be reached, to confirm interest in Shelter referral.

How can I receive more information about the Coordinated Access System?

SSF hosts the Frontline Learning Collaborative (FLC), a monthly space for frontline staff to share resources, build relationships, and collaborate on homelessness response. The FLC is held every fourth Thursday, from 11:00 a.m. to 1:00 p.m. PDT. Sign-up to receive updates and invites from the FLC.

Note: The FLC is designed specifically for frontline staff working in direct homelessness services. You can also sign up for our monthly SSF Newsletter to receive digital resources and system updates.

What is the difference between 3-1-1 and 2-1-1?

3-1-1 is a way for people to connect with non-emergency resources operated by their local government. Depending on someone’s location they may connect with either the City of Sacramento or Sacramento County’s 3-1-1. Within the City of Sacramento, people can call 3-1-1 to report a homeless encampment.

An Agent will collect details of the encampment and generate a service request for the Department of Community Response. The Department of Community Response will review the submission, generally within a few days. However, due to the hundreds of requests received each month, a response may not be possible.

City of Sacramento 311 >>
Sacramento County 311 >>

2-1-1 Sacramento, a program of Community Link Capital Region, is a free, confidential information and referral service available 24 hours a day, 7 days a week. 2-1-1 (press 8) is a way for people experiencing or at risk of homelessness to connect with crisis resources, such as emergency shelter and homelessness prevention services.

Calling 2-1-1

My phone doesn’t connect to 211. What’s happening?

There have been technical issues with some phone carriers not connecting to 211. If you continue to experience issues, you can contact the Housing Crisis Line through its toll-free number at 1-844-546-1464.

What are the housing crisis line’s hours of operation?
The housing crisis line is available 24/7 by calling 2-1-1 (select #8) to be connected with appropriate resources.
When calling the housing crisis line, I am on hold for a long time. How long is the call wait time?

The housing crisis line receives between 3,500 and 4,000 calls on a monthly basis. We strive to limit a caller’s wait times when attempting to connect with a 2-1-1 operator. Our current average wait time is less than 10 minutes.

When I call 2-1-1, they tell me they can’t help me or have no idea what I am talking about.

It is important that callers adhere to the housing crisis line’s hours of operation and remember to press 8 to get directed to the appropriate line. Additionally, the housing crisis line is only available within Sacramento County boundaries. If attempting to call 2-1-1 from another county (or near a boundary line) you may be directed to that other county’s 2-1-1 line.

If you did not receive adequate support when contacting 2-1-1 – we want to hear about it. Please file a complaint with CAS@211sacramento.org or CAS@sacstepsforward.org. When possible, please include your name and the date and time you called. We will make every effort to get you connected for services.

How long does the shelter assessment take to complete?

On average, callers will be on the phone for less than 10 minutes. However, the shelter assessment can sometimes take up to 20 minutes to complete.

Resources/Programs Available through CAS

Can 211 refer households to inclement weather motel vouchers?

No. Households need to be referred by a County-designated agency.

How long does it take to get into shelter once assessed?

Our CoC shelter beds and housing opportunities are not allotted to clients on a first-come, first-served basis. We have designed these CAS assessments to help us identify clients who are suitable for different shelter and housing opportunities and then prioritize those who are at higher risk of vulnerability.

Because CAS assessments are being completed for clients every day, there is no way to ensure that a client who was assessed yesterday will not be moved on a list due to clients who are assessed today might be identified as being more vulnerable or more appropriate for a specific shelter or housing program.

How long is my shelter assessment good for?

The shelter assessment must be redone once every 90 days. If a household’s situation has changed, assessments can be edited within 90 days.

How can I see if someone is on the waitlist, or has accepted or denied shelter?

Agencies with HMIS access can confirm a household’s active waitlist status by checking if there is a shelter assessment that was completed within the last 90 days.

To check if they were accepted and enrolled in shelter, there will be an active shelter enrollment under the Programs tab.

If they were denied or did not show, selecting the view button to the right of the referral service under the History tab will show more information. The notes section may also have relevant information.

How does the shelter waitlist work?

Households with a completed shelter assessment will automatically be placed on one waitlist for all CAS-participating shelters. The waitlist categorizes households based on their specific eligibility criteria, prioritization and appropriateness and prioritizes the most vulnerable.

How are households prioritized for shelter?

Households are prioritized based on both shelter-specific criteria (i.e., geographic requirements) and the households’ vulnerability as determined by their shelter assessment score.

Who can I contact if I need to get a status update for a client with 211?

Email 211 staff at cas@211sacramento.org.

Who can I contact if I have an issue with the CAS process?

Submit feedback or questions to SSF staff at cas@sacstepsforward.org or 211 staff at cas@211sacramento.org. To submit a formal grievance, please visit our website and complete the form here. A response will be provided within 10 business days. If you need translation assistance or have questions about the process, please contact the Housing Crisis Line at 211  and press 8.

Can families still go through the DHA portal or call 311 to access shelter?

Effective 6/30/2023, families were no longer able to access shelter by calling 311 or through the Sacramento County Emergency Family Shelter Reservation List previously managed by the Sacramento County Department of Human Assistance (DHA). Families seeking shelter must call 2-1-1 (or toll free at 1-844-546-1464) to be assessed for shelter options and connected to other homeless services. Trained providers can also conduct the family shelter assessment in HMIS to place a household on the waitlist.

All other family resources currently available through DHA, such as CalWORKs, CalFresh, and Medi-Cal, are accessible by contacting DHA at 916-874-3100; please visit DHA’s webpage for more information about public assistance services. Additionally, families seeking shelter from the City’s 3-1-1 number will be directed to call 2-1-1. All non-shelter services offered through 3-1-1 are still available.

Are background checks required for shelter entry?

Most programs do not require a background check unless noted below. However, prior to all family shelter referrals, the 290 status (sex offense status) of adult household members will be reviewed by 211. Sex offenders will not be allowed into congregate family shelters.

What is a PSAP?

Problem-solving access points (PSAPs) are trained agencies that support households in identifying alternative housing options and community support to resolve their housing crisis. This could include mediation, conflict resolution, connections to mainstream resources, and limited financial assistance that directly results in housing being secured. Approved PSAP agencies receive referrals from 211 and can provide housing location services for households with vouchers or identified housing.

What makes someone eligible for a problem-solving access point (PSAP) referral?

Anyone at-risk of or experiencing homelessness, or who is fleeing or attempting to flee domestic violence, sexual assault, or human trafficking and meets income requirements, is eligible for problem-solving services. Additional verification documents (proof of income, eviction filings, etc.) are required for financial assistance.

What does the CAN team do?

The Coordinated Access Navigation (CAN) team, operated by First Step Communities (FSC), supports households on the shelter waitlist with problem-solving services and warm handoffs to shelter. A caller on the shelter waitlist may request a Coordinated Access Navigator when calling into the housing crisis line (2-1-1 #8).

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