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📄 Guest Applications & Intake

This article discusses the expectations of Chartered Operators as they relate to guest applications, guest intake management, orientations, and working with VSL--either as an Intake Services client, or otherwise.

 

 

Article Table of Contents

  1. 💡 Intake & Guest Application Overview

  2. ✅ Application Acceptance Criteria

  3. 🔀 Application Stages
  4. 📄 Application Management Process
  5. Other Intake Functions
  6. Information for Intake Services Clients
  7. Application Sources

 

💡 Intake & Guest Application Overview

Introduction

The foundation of any great sober living home is the community of guests it supports. Ensure each new guest begins their journey with clarity, comfort, and care with our specialized intake services. Remember, our intake services are available a la carte, separate from Core Services and Concierge Services.

Learn more about 📞 Intake Services here


Please be advised, the processes, policies, and instructions in this article are applicable to both Operators and VSL staff, depending on who is doing the intake screening.

A note on intake responsibility: At VSL, it is important that all operators rigorously adhere to established standards and conduct their intake activities in the prescribed manner. Chartered Operators are granted access to VSL's comprehensive intake processing system, discussed further in this article. Chartered Operators can also opt in for Intake Services, available for an added fee. By selecting this service, VSL staff assume the responsibility of application review, phone screening, and comprehensive intake management on behalf of the Operator.

Intake Process & Intake Services Chart (view full chart)

 

✅ Application Acceptance Criteria

These are the required and recommended acceptance criteria for applicants

❗ Required Policies

These are policies required of all VSL Chartered homes and apply to all Chartered Operators.

Basic Criteria: Applicants are in recovery, a minimum of 18 years of age, and have a minimum (typically) of 14 days sober.

Legal Criteria: Applications provide legal information and Intake follows these basic criteria:

  1. Sex Offense: Sexual offenses are handled case-by-case; some Operators accept those with light offenses, some do not. If you have any questions, please ask!
  2. Arson: All arson convictions (not arrested for or charged, only convicted) are denied.
  3. Violent Crimes: Handled case-by-case; Intake is asked to gather more information and gauge the likelihood of re-offense in a home.
    1. Operators: speak with your Intake Coordinator about your level of comfort with different types of offenses
  4. Probation and Parole: Officer's name and contact information must be provided.
  5. Previous Guest: Any funds owed? Any behavioral issues? Case by case.

⚠️ Recommended (optional)

 

 

🔀 Application Stages

Review the stages an application will go through during the process

🆕 New

New stage applications are any new application submitted using the online form which is not yet completed certain automated workflows to prepare it for entering the next stage. The application will automatically progress to Reviewing when it has completed these automated workflows.

📑 Reviewing

Reviewing stage applications need to be reviewed by the VSL Intake Coordinator using the Application Review Playbook. This step will connect the application to any referral sources and verify basic information on the application, including:

  • What home are they interested in applying to live in?
  • Check to see if they are a former VSL guest and if they owe a balance or what their history is with VSL
  • Log the referral source by connecting the application ticket with any referral source contact record (including creating new referral source contact and/or company records)

🕒 Booking

Booking stage represents applications that have been reviewed, but no phone screening booked. The Intake Coordinator assigned to this ticket will work towards getting them booked for a screen as soon as possible.

📞 Screening

    Screening stage applications are being screened either by an Intake Coordinator using the Phone Screen Playbook (if receiving Intake Services) or by a Chartered Operator. Screening means the IC or operator will:

    1. Call the applicant and try to do a screen right away or schedule a time to do so
      1. Alternatively, email the case worker to schedule a phone screen using the Schedule a Phone Screen email template
    2. Conduct a phone screen using the Phone Screen Playbook

    ➡️ Referred: to Operator

    Referred applications are applications that the Intake Coordinator is uncomfortable approving but does not want to reject. This status is also used for all applications received by an operator who does their own screens or wants to approve all applications. These applications are referred to the operator for a final decision.

    ⏳ Pending: Approved

    Pending: Approved applications have been approved, but not ready to be scheduled to move in for a variety of reasons, including:

    1. Applicant is incarcerated, waiting on a release date
    2. Applicant is in residential treatment, waiting on a discharge date
    3. We are waiting on funding approval for the applicant
    4. Applicant is still deciding if they want to move in

    ✔️ Approved

    Approved applications are ready to be scheduled to move in. These applications do not yet have a move in date. Approved applications include those on a waiting list in most cases.

    • Funding is in place for this guest and funding is pending approval
    • The applicant has an "out date" or graduation date (but is not scheduled yet)
    • Waiting list: any applicants who are ready to move in when a bed is available

    📅 Scheduled

    Scheduled applications have a move-in date set and the point of contact at the home is aware of their scheduled move-in.

    ✅ Closed

    Closed applications meet any of the following criteria:

    • The application was rejected
    • The application was approved and the person moved in
    • The applicant stopped responding and it was manually moved to closed
    • The application was automatically moved to this stage due to inactivity in another stage

     

     

    📄 Application Management Process

    Background: The guest intake process is the gateway through which potential guests can apply to join Vanderburgh Sober Living. It is a structured procedure that ensures we collect all necessary information and can make informed decisions about each applicant.

    Step 1: Application is Received by VSL

    Online Applications (preferred)

    By far, our preferred method of application is through our streamlined online portal. Once an application is filled out using the form hosted on the VSL website, it instantly shows up in HubSpot's application processing system for review.

    Telephone Applications: (844) 762-3747

    • Applications are taken on our main phone line: (844) 762-3747 (telephone applications are time consuming, and are only performed for Intake Services clients)

    The Intake Team is comprised of Intake Coordinators who handle phone applications as a part of their daily duties. This is another way we make sure to be available to all potential guests, regardless of their preferred application method. Telephone applications are effective when applicants reach out for information about how to apply, allowing us to immediately collect information from them and process an application over the phone.

    Note: Due to the time-consuming nature of telephone applications and screens, this feature is only available to Intake Services clients. For non-service clients, applicants looking for information on how to apply will simply be directed to the website, and the application will be assigned to the appropriate Operator.

    Emailed Applications (*discouraged*)

    When applications are emailed to our Intake Team at intake@vanderburghhouse.com, they don’t get processed instantly like online ones. The right Intake Coordinator will review the application and then input it into HubSpot. This includes applications sent via fax, as these are converted to email attachments for processing.

     

    Step 2: Initial Application Processing

    This step is completed by the Intake Coordinator

    Every application begins its journey in HubSpot. Here, it awaits a thorough review from an Intake Coordinator, who will do the following for each new application:

    1. Check Basic Qualifications: The Intake Team reviews the application to ensure the applicant meets our basic criteria.
    2. Log the Referral Source: The Intake Team will log the source of the referral in HubSpot to allow us to continue to track where we are receiving the majority of our referrals from.
    3. Assign to a Home: We will then assign the application to their desired home to allow for further processing.

      Applications are processed during normal business hours. Each application is treated with care, ensuring that every detail provided is reviewed and evaluated correctly. Our Intake Team reviews all applications at no charge, regardless of the status of Intake Services being offered to the Operator.

       

      Step 3: Telephone Screening (Operator or Intake Coordinator)

      Telephone Screening depends on Intake Services status:

      • Service Clients: Our Intake Team performs a comprehensive telephone screen of every applicant received for our service clients. This process is detailed below.
      • Others: For operators who did not receive Intake Services, we invite them to use the same process that we use internally (below).

      Telephone screening plays a crucial role in the guest intake process. It goes beyond a simple conversation and serves as a vital tool for evaluating the compatibility and suitability of an applicant. When conducted effectively, a telephone screen provides valuable insights into the applicant's requirements, background, and alignment with VSL's values and community ethos.

      OPERATORS: Key Points to Remember for Telephone Screening:

      • Comprehensiveness is Key: A thorough telephone screen goes beyond basic questions. Dive into the details and ensure you have a holistic understanding of the applicant’s situation.

      • Use of HubSpot Tools: Our prescribed tools in HubSpot are designed to streamline and enhance the screening process. The telephone screen Playbook, in particular, is an invaluable guide. With a compilation of vital topics and questions, it ensures nothing important is missed during the call.

      • Document Everything: Every question asked and every answer provided should be meticulously documented. This not only ensures transparency but also provides a point of reference in future discussions or decision-making processes.

      Telephone Screening Process

      • Access the Application:  Access the application record in HubSpot. This will give you access to all of the information available on the applicant, including their application, logged calls and emails, and other data.

      • Use the Playbook: The Telephone Screen Playbook is readily accessible in HubSpot. When viewing an applicant’s record, you can find the Playbook on the right sidebar. It's designed to be user-friendly, guiding you through the conversation naturally.

      • Make an Approval Decision: Often, you will be able to make an approval decision during the phone screen itself. Please see information below relative to how to approach approval decisions.

      In essence, a telephone screen is more than just a call. It's the first real interaction between a VSL Operator (or VSL staff) and a potential guest. Ensuring it's conducted with care, thoroughness, and professionalism can significantly influence the overall intake process and the experience of the new guest. 

      Service Clients: At the conclusion of a Phone Screen, your VSL Intake Coordinator will provide a recommendation for how to advance the applicant:

      1. Approve: Most applications that make it to the screening stage end up being recommended for approval. You will see the approval recommendation details and notes in an email which is automatically sent at the conclusion of a screen.
      2. Deny: Some applications are recommended for denial, based on information gathered during a telephone screen. Details on the reason for our recommendation will also be included in the automated email.
      3. Refer: At times, we may refer an application to the Operator for further review without a recommendation. Hopefully you're not confident to either recommend an approval or a denial, we will simply refer the application with notes for further processing by the Operator.

       

      Step 4: Approval Decision

      This step is completed by the Operator

      Every application begins its

      Making the decision to approve an applicant is the most important step in this process. Intake clients will receive a full packet of information on the applicant including a phone screen, and most often a recommendation for approval or rejection. For operators who do not receive these Services, we invite them to consider several factors when making an approval decision:

      • Consider All Information: Every piece of data, from the application to the phone screen notes, should influence the approval decision.

      • Choose the Decision-maker: Operators who benefit from our Intake Services can either empower our Intake Coordinator to make the decision or ask to review the application themselves.

      Service Clients: For Operators who choose our Intake Services, they have the option to appoint their Intake Coordinator to make approval decisions, or they can request completed screens are forwarded to them directly for approval.

      Establishing a close relationship with your intake coordinator is essential for our working relationship together!

       

      Step 5: Move-In Coordination

      This step is completed by the Operator or the House Mentor

      Welcoming a new guest into a VSL home goes beyond just an approval. The move-in process is tailored to ensure a smooth transition for the applicant, allowing them to settle into their new home with ease and confidence:

      • Scheduling the Move-In: After an applicant is approved, the next step is coordinating a suitable move-in date. This should be based on the applicant's availability, ensuring they can transition seamlessly without any unnecessary delays or challenges.

      • House Mentor's Role: The home's House Mentor should play a pivotal role in this phase. They should be responsible for overseeing the move-in, ensuring all logistics are in place, and offering a warm welcome. Their guidance helps the new guest acclimate quickly, understanding the home's operations and dynamics from day one.

      • Operator Involvement: While House Mentors often take the lead in the move-in process, operators are always encouraged to be involved. Their presence can offer additional support, ensuring that every new guest feels a strong sense of community from the onset. 

      For operators using our Intake Services, our involvement ends post-approval. Any move-in coordination, be it informing house mentors or the operator about an approved application, falls under the operator’s purview.

       

      Step 6: Post-Orientation Review

      This step is completed by the Operator

      The orientation might have ended, but the onboarding process still has a few critical steps left to ensure the new guest's smooth integration into a VSL home:

      • Document Verification: Begin by checking all documents signed during orientation. It's essential to ensure all paperwork, including the Guest Agreement, information sheets, and any other related forms, have been correctly filled out and signed. Any discrepancies or missing signatures need immediate attention.

        • Guests will receive a copy of their Guest Agreement through their "resident portal" in Buildium - once you upload it. If you do not use Buildium software, you must find another way to get a copy of signed documents to your guests.

      • Recording the Move-In: It's imperative to record the move-in promptly. This should be done as soon as the guest moves in, and no later than 24 hours post-move-in, in the Buildium system (if you are using Buildium to manage your home). Prompt recording guarantees we always have current occupancy data for the home.

      • Settle Financial Matters: Ensure that any rent payments or other financial arrangements discussed during the application process are settled promptly.

      • Continuous Communication: Keep the communication channels open. Encourage the new guest to approach you or the House Mentor with any questions or feedback, ensuring they always have a point of contact.

      Regular check-ins during the initial weeks can play a crucial role in ensuring the new guest's smooth integration and addressing any potential issues proactively.

       

       

      Other Intake Topics

      Collecting deposits from applicants

       

       

      Application follow-up calls

      Questions

      • If an operator is doing their own intakes, and someone calls to follow up, what is the procedure?
      • What are the expectations for the operator updating HubSpot to record movements and whatnot?
      • How can we ensure that bed availability is well documented?

       

       

       

       

       

      Information for Intake Services Clients

      You may choose to retain (for an additional fee) VSL to perform Intake Services, or may do so yourself. In all cases, VSL's Intake Team will conduct an application review and assign the applicant to a particular home. Applicants will then be addressed according to a process designed jointly by the Chartered Operator and Intake Coordinator, then documented in HubSpot. Operators who chose to conduct their own applicant screening must do so in accordance with our Guest Intake policies. If you chose to manage your own intakes, the following conditions still apply:

      • All guest applications must go through our standard channels
      • Your Intake Coordinator must review each application
      • All guest move-in/outs must be tracked through our standard channels

      Intake Coordinators

      Each home is assigned an Intake Coordinator who is responsible for handling all aspects of applicant screening and processing according to our Application Processing instructions in the Intake Handbook. Intake Coordinators are full-time trained VSL staff.

      Operators are asked to work with their assigned Intake Coordinator to ensure a seamless intake process including providing updates on your availability, House Mentor availability for move-ins, updates relative to your home, referral sources, and feedback on incoming guests.

      Operators are responsible for keeping guest records updated at all times. Operators must promptly record, in Buildium, each time a new guest moves in or a guest moves out. We rely on accurate information in Buildium to arrange for our intake activities.

       

      Level of Involvement

      Operators who receive Intake Services can choose the level of involvement that they feel is appropriate for their desired outcomes. They can receive a full suite of services including allowing their Intake Coordinator to make approval decisions, or they can choose to make their own approval decisions after we conduct screens for them.

      Input this information in the 💬 Intake Notes field on the Home record.

      Responsibilities

      VSL's Role (if Operator has retained Intake Services)

      • Answer incoming telephone calls to the main number: (844) 762-3747
      • Ensure available beds are accurately documented internally
      • Process applications received from our online form
        • Review all incoming guest applications
        • Assign applications to desired homes
      • Conduct applicant telephone screens and recommend approval decision

       

      ✔️ Operator Duties (if Operator has retained Intake Services)

      • Communicate frequently with your Intake Coordinator to ensure you are on the same page and to streamline the intake process: update your IC on homes' availability for orientations
      • Schedule move-ins with approved applicants: call, schedule a day/time, update HubSpot records
      • Ensure the home is ready for new orientations: bedding and house supplies
      • Coordinate orientations with your Intake Coordinator and House Mentor (Operators are not required to be present during orientations if a trained House Mentor is present)
      •  Verify completed orientations: check paperwork, collect payments, etc.
      • Immediately record move-ins in Buildium and/or HubSpot, including uploading all signed documents

      👨‍👦‍👦 House Mentors are typically responsible for new guest orientation. House Mentors will be included in scheduled move-in notifications and should work with the Operator to effectively manage orientations. See the House Mentor Handbook for more information.

       

      Application Sources

      🏥 Referred: Clinical, Counselor, or Therapist – A treatment center, MAT clinic, therapist, or counselor referred you.

      ⚖️ Referred: Court, Government, or State Program – A legal or state-run program (probation, parole, drug court, or housing assistance) connected you.

      ⛪ Referred: Faith-Based Organization – A church, ministry, or religious organization referred you.

      🎭 Referred: Fellowship Group (AA, NA, Celebrate Recovery, SMART, etc.) – A recovery-based fellowship referred you.

      👥 Referred: Former Resident / Alumni – A past guest recommended us.

      🏡 Referred: Another Recovery Home – A different sober home referred you.

      📞 Referred: Other (School, Employer, Community Program, etc.) – Someone else referred you (school counselor, employer, community resource).

       

      🔍 Organic: Google Search – Found us by searching online.

      📱 Organic: Social Media – Found us through Facebook, Instagram, or other platforms.

      ✅ Organic: Certification Agency Website – Found us through a certification organization's website.

      📖 Organic: Sober House Directory – Found us in a sober living directory.

      🌐 Organic: Other Directory or Website – Found us on a non-certification website or directory.

      🗣️ Organic: Friends & Family – Heard about us through personal connections.

      📰 Organic: General Word of Mouth – Someone mentioned us, but not through a direct referral.

       

      💲 Funded: Certification-Related Grant – Funding assistance from a recovery certification-related program.

      💰 Funded: Private Funding or Scholarship – Help from a private scholarship, family assistance, or other non-certification-based funding.

       

      ❓ Other (Please Specify): – Let us know how you found us!