Coordinated Entry System Appeals Process


Housing Referral Appeals

Overview

When a client is denied by a housing provider following a Coordinated Entry referral, the Coordinated Entry System (CES) sends an email notification to the client’s Case Manager (CM). This email explains that the referral was denied and includes the reason(s) provided by the housing project provider.

After receiving a denial notification, the CM may choose how to proceed based on whether the denial is accepted or disputed. This article explains the available appeal pathways and how each option effects the client’s referral status.

Denial Notification

The CES denial email includes:

  • Confirmation that the housing provider denied the referral
  • The documented reason(s) for the denial

No action is required unless the CM intends to appeal the denial.

Appeal Options Available to Case Managers

Option 1: Acceptance of the Denial

A denial may be accepted either explicitly or by not responding to the denial email.

  • If no response is received in two business days, CES will treat the denial as accepted.
  • The denial is logged, and the referral process continues with the next eligible client.

This option is appropriate when the denial reason is accurate, the client is not eligible or interested in the referral.

Option 2: Appeal with the Housing Provider 

Most appeals are handled directly between the CM and the housing provider that issued the denial.

When using this option:

  • The CM notifies CES that an appeal is being pursued.
  • The CM contacts the housing provider and completes the appeal process through that provider. 
  • CES should be informed of the appeal outcome once a decision has been made.

Referral Priority After a Successful Appeal

If the housing provider overturns the denial:

  • The client is prioritized for the next available unit within the same housing project and or score range

If all units within the project are filled before a new opening occurs:

  • The client moves to the top of the priority list for the next available unit within the client’s eligible score range (based on VI-SPDAT).

Option 3: Immediate Appeal to CES (Factual Disputes Only)

In limited situations, a CM may submit an immediate appeal directly to CES when the denial is believed to be based on factually incorrect information.

Examples include:

  • Criminal history information that is incorrect
  • Documentation identified as missing when it was provided
  • Incorrect eligibility facts cited in the denial
  • Housing provider failed to outreach to CM

Timing Requirement

Immediate factual appeals must be submitted one business day of the denial notification email.

Review Process

When a timely factual appeal is submitted:

  • CES pauses the movement of the referral while the issue is reviewed.
  • CES facilitates communication between the CM and the housing provider.
  • CES may request documentation to clarify the disagreement.
  • The denial outcome is resolved once the factual issue is confirmed.

If the denial reason is confirmed to be accurate, the denial proceeds as documented.

If the denial reason is found to be incorrect, CES works with the housing provider to correct the referral outcome, and the clients enrollment continues

This appeal pathway is intended only for clear factual disputes and not for general disagreement with program requirements or eligibility standards.

Frequently Asked Questions

Does an appeal delay housing placements?

CES manages appeals to minimize delays. Units are not held unless a timely factual appeal is under review.

What if the business day window for a factual appeal is missed?

Typically, if the business day window is missed, the denial proceeds as standard and a new referral is sent. However, if the factual appeal is submitted before a new appeal is sent, the referral process can still be paused until the factual appeal is resolved. Otherwise, if the property already has a new referral sent, then the client may pursue an appeal directly with the housing provider.

Should CES be notified when appealing with a housing provider?

Yes. CES should be informed when an appeal is initiated and notified of the outcome.

What if a client's circumstances change during the appeal process?

CES should be notified if the client becomes unavailable, ineligible, housed, or no longer interested in housing.F

Questions or Support

For questions related to housing referral denials or appeal options, contact the Coordinated Entry System:

HSD_CESSupport hsd_cessupport@info.co.slo.ca.us

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