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ADMISSION CRITERIA All clients must be literally homeless in the City of Santa Ana. Clients will be admitted through the reservation system. A prospective client must be willing to participate in creating and working a housing plan, follow facility expectations, and maintain appropriate behavior with consideration for other clients. All clients must review and sign a copy of the "Client Expectation" document prior to entry. Intake staff will assist any clients who may have difficulty understanding or reviewing these expectations. A form of official identification is required to verify identity; however, a client will not be denied access to services without one Case Managers and/or Housing Navigators will assist clients in obtaining a California ID, providing each client with a no -cost ID voucher. EXIT PROCEDURES When a client must be exited for serious or continued rule violations, the following procedure will be used: • The client will have the procedure explained in a polite and concise manner. • The client will be given 2-3 alternatives for shelter (based on availability), and will be assisted with gathering all belongings. • Client will be asked to sign a Discharge document (client's refusal to sign will be noted and a second staff signature will suffice). • Client will be transported to either the shelter they have chosen or to one of the preapproved drop off/pick up destinations. When a client is exiting into housing or reuniting with family, they will sign the coinciding documents, gather their belongings, receive a certificate of successful completion, and be transported to their new living arrangement. GOOD NEIGHBOR POLICY Illumination Foundation is committed to communication with neighbors on an ongoing basis. As part of this commitment, a public inquiry phone number and contact information will be posted. Community stakeholders may call this number for information about the site or to have any questions answered. Any community complaints and/or inquiries about the program will be recorded and forwarded to the appropriate staff for prompt investigation. Illumination Foundation will be frilly committed to an appropriate customer service response and will consider the resolution of community complaints a high priority. Illumination Foundation will also create and maintain a program website that will include important information for community stakeholders and clients alike. The website will include a "Frequently Asked Questions" section which will help to provide instant answers to community concerns. Illumination Foundation will highlight volunteer, in -kind, and donation opportunities encouraging community support for the program. 3 25B-46