KPI Social Services

Affordable Housing • Shelters & Assistance • Senior & Disability Services — green theme • light/dark

Affordable Housing5 KPIs
Units Delivered vs Plan %
Affordable units delivered relative to annual housing plan.
Formula
aff_units_delivered / aff_units_planned × 100
Target
≥ 100% (re‑prioritize pipelines quarterly).
Lease‑Up Time to 95% Occ. P90 days
Days from certificate of occupancy to 95% occupancy.
Formula
P90(date_95_occ − CO_date)
Target
≤ 120 days (expedite income verification).
Voucher Utilization Rate %
Allocated vouchers that are leased and active.
Formula
vouchers_leased / vouchers_allocated × 100
Target
≥ 95% (expand landlord outreach).
Rental Assistance Processing Time P90 days
Days from complete application to first payment/obligation.
Formula
P90(first_payment_date − complete_app_date)
Target
≤ 30 days (urgent cases ≤ 10–14d).
Housing Stability at 12 Months %
Households assisted still housed 12 months after move‑in/payment.
Formula
households_housed_12m / households_assisted × 100
Target
≥ 85–90% (pair with case management).
Shelters & Assistance (Homeless Services)5 KPIs
Exits to Permanent Housing %
Share of exits from shelter/outreach to permanent destinations.
Formula
exits_to_permanent / total_exits × 100
Target
≥ 40–50% (align with CoC/HMIS benchmarks).
Length of Stay (Shelter) Median days
Median days from shelter entry to exit (all exits).
Formula
Median(exit_date − entry_date)
Target
Trend downward; pair with rapid rehousing.
Returns to Homelessness (6m) %
Clients who return to homelessness within 6 months of exit to permanent.
Formula
returns_within_6m / exits_to_permanent × 100
Target
< 10% (stabilization & follow‑up).
Outreach Response Time P90 hours
Hours from encampment/unsheltered report to first meaningful contact.
Formula
P90(first_contact_time − report_time) (hours)
Target
≤ 48h citywide; hotspots ≤ 24h.
Shelter Bed Utilization %
Occupied bed‑nights vs available bed‑nights.
Formula
occupied_bednights / available_bednights × 100
Target
85–95% (balance capacity & surge needs).
Senior & Disability Services5 KPIs
Assessment Completion Timeliness P90 days
Days from referral/intake to completion of needs assessment.
Formula
P90(assessment_date − referral_date)
Target
≤ 14 days; urgent ≤ 7 days.
Service Start Within 14 Days %
Eligible clients who begin in‑home/community services within 14 days of assessment.
Formula
clients_started_≤14d / eligible_clients × 100
Target
≥ 90% (track by provider & geography).
ADA Home Modifications Completion P90 days
Days from approval to completion of accessibility modifications (ramps, rails).
Formula
P90(mod_completion_date − approval_date)
Target
≤ 30–45 days (prioritize high fall‑risk).
Benefits Enrollment Success %
Clients successfully enrolled in eligible benefits (Medicare Savings, SNAP, etc.).
Formula
clients_enrolled / applications_submitted × 100
Target
≥ 85–90% (support documentation).
30‑Day Hospital Readmission Rate %
Share of clients re‑admitted within 30 days of discharge (care‑managed cohort).
Formula
readmissions_30d / clients_discharged × 100
Target
Trend downward; aim < 15% with care coordination.

Notes: P90 = 90th percentile (fractile). Targets are suggested starting points; align with HUD CoC System Performance Measures (HMIS), Housing First practices, Area Agencies on Aging/ACL guidance, and local SLAs. Equity stratification (race/ethnicity, disability, geography) is recommended for all KPIs.