Homeless Survey Template: Complex Case Management

This survey template is designed for programs providing complex case management services to individuals and families experiencing chronic homelessness or facing multiple intersecting barriers to housing stability. Complex case management typically serves people with co-occurring behavioral health conditions, substance use disorders, serious medical needs, histories of trauma, or involvement with the criminal justice system. Collecting feedback from this population requires a thoughtful, trauma-informed approach and the insights gained are critical for improving service delivery and outcomes.

Individuals experiencing chronic homelessness often have long histories of system involvement and may have previously encountered services that failed them or caused harm. Building a trusting case management relationship is foundational to achieving lasting housing stability. Feedback from clients about their case manager relationship, the quality of support received, and their own sense of agency in the process provides invaluable information for program improvement and staff development.

This template gathers client perspectives across several dimensions, including whether they feel their case manager listens and respects their goals, the frequency and quality of contact with their assigned worker, whether they feel informed about their housing options and progress, how well the program has addressed their behavioral health or medical needs, and their overall sense of safety and empowerment in the process.

Survey findings should be reviewed regularly by supervisors and clinical leads to identify strengths and areas for improvement in case manager practice, workload balance, and coordination with partner agencies. Aggregate data over time can reveal which client populations are receiving the most and least effective support, and can inform decisions about caseload sizes, training investments, and the types of wraparound services that are most needed to support successful housing placements and retention.