For the following audit observation, identify the condition (auditor's finding), cause (why did it happen), and impact.(what is the risk/impact):

Issue: Municipalities do not have enough information about whether people who are homeless are provided needed supports and services. The only way to determine if an individual received support was in the case notes kept by shelter staff.

Additional information:

• At all municipalities we met with, the only way to determine whether an individual had been referred to and received needed supports was in the individual’s case notes kept by shelter staff. This information was stored electronically or in paper files at the shelter by the case worker who was assigned to the individual.
• However, municipalities we contacted could not provide us with system-level health and housing information about individuals, such as the nature of their mental health and addiction issues, or medical condition/physical disability, whether these individuals had received the appropriate services and supports to help them manage or overcome their challenges, or if they had been placed in permanent housing with support services to address their needs.
• Three of the four municipalities we met with, require shelter staff to complete an assessment that gathers information on a person’s housing, health, mental health addictions, social/life skills, and employment and financial needs. The other municipality told us that although a formal assessment is not required, shelter staff discuss needed supports and services with the individual and offer to perform an assessment if the person would like one, but it is not a standard practice.
• Based on the assessment, shelter staff make appropriate referrals to either on-site supports, where available, or community-based supports and services for the individual and follow up on these referrals. We were told that referrals made, and follow-up done are documented by the case worker in their case notes. However, this information was not tracked in a consistent and standardized way to enable municipalities to draw system-level information.