The calendar date to which all call counts in this data set apply.

The number of calls answered by Central Intake staff.

The total number of calls answered that were assigned a wrap-up code by Central Intake staff.

The number of calls coded as a referral to an available sleeping/resting space.

The number of calls coded as an external warm transfer (i.e. the caseworker stays on the line until the referral is completed) to the Assaulted Women's Help Line (AWHL)

The number of calls coded as a referral to an Eviction Prevention or Shelter Diversion service.

The number of calls in which the caller declined all available spaces, or is service restricted from all available options.

The number of calls coded as an internal transfer to another Caseworker or Shift Leader within Central Intake.

The number of calls coded as an external transfer outside of Central Intake to a service or resource related to homelessness and prevention services.

The number of calls coded as resulting in information being provided to individuals and families that is relevant to homelessness and prevention services.

The number of calls coded as resulting in information being provided to individuals and families that is not specifically relevant to homelessness and prevention services.

The number of calls coded as not resulting in a referral for a family space because shelter space is unavailable. This code is used only for callers who are being placed on the family placement list for the first time each day. The family placement list is a separate service queue used to manage placement of families into available family shelter spaces.

The number of calls coded as not resulting in a referral for an individual or a couple because shelter space is unavailable. This code is used only for callers who are being placed on the service queue for the first time each day.

The number of calls coded as seeking follow-up on an existing request for shelter. This code is used if the client is already on an existing individual service queue or family placement list, or is following up on a referral that has already been made for them.

The number of all interactions that did not result in call completion. No connection was made to a caller for a period of 30 seconds, either after the caller was greeted or after the call was answered.

The number of calls where after making connection with the caller, the call was disconnected or ended prematurely before reaching a service outcome.