Dashboard at a Glance
West Hollywood Homeless Initiative Dashboard
A snapshot of local service activity, outcomes, and system improvement work.
This dashboard summarizes operational, programmatic, and outcome data for City-funded homelessness response and prevention programs. For sources, definitions, periods, and limitations, see the About & Methods tab.
Unsheltered Counts & Locations
Monthly count trends and mapped observations from field outreach.
Concern Line Activity
Requests, reasons for calls, response patterns, and field outcomes.
Housing Outcomes
Interim housing and permanent housing placements.
Prevention Services
Rental assistance, eviction defense, and housing stability supports.
Topline dashboard metrics
Selected measures that summarize overall service activity and outcomes. Periods differ — read each badge.
2016 to date
People housed
436
Long-term housing outcomes · includes 2026 year to date
2017 to date
Interim placements
872
Interim housing activity · includes 2026 year to date
2017 to date
Households supported
1,912
Rental assistance activity · includes 2026 year to date
Jul 2025 – Aug 2026
Service requests
2,362
Homeless Concern Line activity
Key takeaways from the dashboard
Permanent housing placements reached a record high in 2024, with 72 people housed.
The Homeless Concern Line is a primary access point for homelessness-related service requests and field response.
Interim housing capacity expanded locally with 20 in-city, non-congregate beds (Holloway Interim Housing Program) for people experiencing chronic homelessness and disability.
Who is served
Who the City’s street outreach team reached and helped.
Figures below cover 146 people served in 2024–25 (October through September) by Ascencia. Several agencies conducted outreach during this period, but Ascencia’s long tenure and consistent, well-documented recordkeeping make its unduplicated client data the most complete and reliable source — which is why its reports were used here. Showing a single provider also avoids the possibility of double-counting people served by more than one agency. As a result, these figures reflect Ascencia’s clients rather than everyone the City reached. Ascencia’s contract ended in September 2025; data from Healthcare in Action, the current lead provider, is being collected for this fiscal year and will be added when ready.
Oct 2024 – Sep 2025
People of color
71%
104 of the 146 people served
Oct 2024 – Sep 2025
Transgender
12%
17 people
Oct 2024 – Sep 2025
Age 50 or older
38%
55 people
Race and ethnicity
People who are Latino or Hispanic are shown as one group, whatever their race.
Latino or Hispanic
56
White
42
Black or African American
40
Other or multiple races
8
Age
Everyone served was an adult. The largest single group was ages 24 to 39.
Under 40
64
40 to 49
27
50 to 59
34
60 or older
21
Gender
People who identify as transgender men or transgender women are included in the men and women categories below — 17 people, or 12% of those served.
Men
80
Women
59
Nonbinary
7
Primary language
The language each person mainly speaks.
English
135
Spanish
10
One additional person was identified as speaking a language that was not specified, so the bars above cover 145 of the 146 people served.
How this has changed
Four contract years of outreach, October through September.
Men and women● Men ● Women
Latino or Hispanic
People served
The share of women reached increased each year, while Latino or Hispanic representation rose most noticeably in 2024–25. The total number served peaked in 2023–24 before declining in the latest contract year.
About these numbers: Ascencia reported that each person is counted once, no matter how many times they were helped. These numbers cover one provider’s work. They are not a count of everyone experiencing homelessness in West Hollywood.
Data sources, definitions, and limitations
Most service metrics are reported quarterly by contracted providers; operational metrics come from City tracking and response systems. Full source list, glossary, and known limitations are on the About & Methods tab.
How the System Works
West Hollywood funds services to prevent homelessness and to help people experiencing homelessness find and maintain stable housing. The City's response runs 24/7 through City-contracted providers and the Homeless Concern Line, organized across 3 core service areas. Over the past nine years, the system has provided over 1,800 households with rental assistance to prevent homelessness, and has supported people experiencing homelessness by placing 872 individuals in interim housing and helping 436 secure permanent housing.*
* The City's Homeless Initiative launched in 2017 and data collection began at that time. Some components of outcome tracking, including permanent housing placements, began in 2016 and have continued to strengthen as reporting practices matured.
Response pathway
Most people connect to the system through the Homeless Concern Line or proactive outreach by City-funded providers.
1
Outreach & engagement
Teams engage people where they are, build trust, and connect them to services.
2
Assessment & connection
Teams assess health and housing needs, then connect individuals to care, benefits, case management, or other support.
3
Interim housing
When someone is ready, City-funded outreach teams connect them to interim housing options, including Holloway for eligible community members.
4
Permanent housing
Case managers help individuals secure identification, benefits, and long-term permanent housing placements — and provide ongoing support to help people remain housed.
Core service areas
The City funds services preventing and addressing homelessness across these 3 core areas.
Outreach & Behavioral Health Response
Homeless Concern Line dispatch, street outreach, wellness checks, behavioral health response, and field-based service connection.
Housing & Navigation
Interim housing, case management, housing navigation, permanent supportive housing connections, and voucher support.
Prevention & Stabilization
Rental assistance, eviction prevention, legal services, tenant rights support, health services, and recovery resources.
Unsheltered Counts & Locations
The charts and map below help the City understand where people are being observed and how conditions shift over time. West Hollywood's contracted outreach providers conducted regular Point-in-Time (PIT)-related field counts monthly from 2017 through September 2025, and quarterly beginning in 2026, providing trend data to support operational awareness, community transparency, and service deployment planning.
Important data note: Monthly counts were collected through September 2025, when the Ascencia outreach and engagement contract ended. Beginning in 2026, the City moved to quarterly counts, currently conducted by Healthcare in Action. The counting method itself is unchanged and was shared with the new provider, but both the cadence and the team conducting the count changed — so 2026 quarterly counts are not directly comparable to earlier monthly counts. Use the year selector to switch between the two. See the About & Methods tab for details.
How to read this section: These are observations during field counts, useful for trend monitoring and service planning. They are not a complete census.
Monthly counts — 2025
Observed unsheltered individuals, Jan–Sep 2025
Long-term trend
Average number of individuals observed per count event, 2017–2026. Counts were monthly through 2025 and quarterly from 2026, so each year reflects the average of that year's count events. The 2026 point is shown with a dashed line because it averages the two quarterly counts reported so far (Q1 and Q2) rather than a complete year.
Homeless Concern Line
The Homeless Concern Line (323-848-6590) is West Hollywood's 24/7 non-emergency, non-law-enforcement entry point for homelessness-related outreach, behavioral health response, wellness checks, and service coordination. Residents, businesses, City staff, and individuals in need can call to request compassionate field response and connection to services. People experiencing homelessness can also call on their own behalf.
How to read this section: Some metrics count requests; others count direct contacts or call characteristics. Requests are not unique individuals.
Filter the data on this page Click to expand · defaults to all months & reasons
Filter by month
Filter by reason
Jul 2025 – Aug 2026
Total requests
2,362
Jul 2025–Aug 2026 · all periods
Jul 2025 – Aug 2026
Daily average
5.6
7.4/day in Aug 2026
Services accepted
67%
Of people reached directly
Jul 2025 – Aug 2026
Median response time
12 min
Dispatch to arrival · 75% within 15 minutes
How it works
1
Request received
Anyone can call — residents, businesses, City staff, or people experiencing homelessness calling on their own behalf.
2
Assessment & dispatch
Provider staff (HIA and the West Hollywood Care Team / Sycamores) assess the situation and route by need and time of day to the team best positioned to respond.
3
Field response
Teams respond, engage the individual, and provide services or referrals on site.
4
Documented & followed up
Every interaction is logged, and follow-up care is coordinated across response teams and service partners.
Response teams
Two teams share response duties, with defined lead roles by time of day.
Healthcare in Action (HIA)
Day lead · 7 AM–7 PM. Street medicine, mental health support, and housing connection.
West Hollywood Care Team (Sycamores)
Night lead · 7 PM–7 AM. Behavioral health response, de-escalation, and service linkage. Also serves as daytime backup for the Healthcare in Action team.
Daily request rate — by month
Requests per day; July is a partial month.
Rates are shown instead of raw totals for fair comparison across full and partial months. July reflects a partial start month for data collection. Jul: Jul 16–31 (16 days).
Why people reach out
Approximately 90% of requests are care-oriented.
Outcomes
42% of requests resulted in accepted services; 68% of direct contacts accepted services. “Declined services” reflects direct contact where the offer was refused. Hover segments for definitions.
When calls come in
Nearly all recorded activity occurs between 6 AM and 6 PM.
Evening activity after 6 PM is underrepresented in earlier months; Care Team logging became more consistent beginning in November.
Calls by day of the week
Fridays are the busiest day in the current dataset.
Housing Programs
West Hollywood's housing programs connect people experiencing homelessness to interim shelter, ongoing case management, and permanent housing. This section tracks admissions and placements across City-funded housing programs — including long-term trend data and early results from the Holloway Interim Housing Program.
Housing outcomes often require sustained engagement to overcome documentation barriers, limited housing availability, and the complexity of each person's needs each affect timing. * Permanent housing placements often take many months — documentation, waitlists, inspections, landlord participation, subsidy approvals, and supportive housing availability each affect timing.
Housing outcomes often require sustained engagement to overcome documentation barriers, limited housing availability, and the complexity of each person's needs each affect timing. * Permanent housing placements often take many months — documentation, waitlists, inspections, landlord participation, subsidy approvals, and supportive housing availability each affect timing.
How to read this section: Admissions, placements, bed nights, exits, and people served are different. Each card states what it counts.
2016 to date
People permanently housed
436
Long-term housing outcomes · includes 25 placements in 2026 to date
72 people were housed in 2024, the highest annual total on record.
2017 to date
Placed in interim shelter
872
Interim housing activity · includes 91 admissions in 2026 to date
Admissions have grown steadily as interim housing capacity expanded.
Annual average · 2021–2025
Shelter bed nights per year
11,231
Interim shelter capacity
Reflects the scale of interim shelter capacity operating across the system.
2026 data periods: Holloway Interim Housing is reported through June 30, 2026 (contract Q3). All other City-funded housing programs are reported through March 31, 2026 (mid-year). Cumulative totals above include 2026 figures through these dates.
Permanent housing placements — by year
Data reflects reporting since the Homeless Initiative launched in 2017; some placements recorded from 2016 onward.* The 2026 column is contract year to date (through Jun 30, 2026) and covers a partial year, so it is not directly comparable to the full prior years.
Interim housing admissions — by year
Admissions have risen as system capacity expanded. The 2026 column is contract year to date (through Jun 30, 2026) and covers a partial year, so it is not directly comparable to the full prior years.
The 2026 column reflects contract year-to-date interim admissions across City-funded housing programs — Holloway (42) and Ascencia emergency shelter (49).
Holloway Interim Housing Program — Contract Year 2025–26
Holloway is a 20-bed, non-congregate interim housing program in West Hollywood that opened October 2025. It serves residents experiencing chronic homelessness and living with a disability, and is one part of the City's broader interim housing portfolio shown above.
Program-level detail. Holloway's admissions and placements are already counted in the 2026 columns above. This panel breaks that activity out for Holloway alone.
Reading early program results: A permanent housing placement typically takes 9–12 months. The participant needs identifying documents (birth certificate, State ID, Social Security card), approval for a voucher or other subsidized housing payment, a landlord willing to rent to someone who has been unhoused, and an available unit. So placements are not the only measure of progress: also watch whether beds stay occupied, participants stay engaged, people stabilize after moving indoors, benefits and income are secured, and the housing pipeline grows.
What the quarter filter controls: The filter updates the four metrics and the occupancy chart directly below it. Everything further down — program flow, exits, length of stay, engagement, demographics — is year-to-date and does not change with the filter.
What the quarter filter controls: The filter updates the four metrics and the occupancy chart directly below it. Everything further down — program flow, exits, length of stay, engagement, demographics — is year-to-date and does not change with the filter.
Showing year to date · Oct 1, 2025 – Jun 30, 2026
Year to date · through Jun 30, 2026
Individuals served
42
Unduplicated individuals served year to date
Year to date · through Jun 30, 2026
Occupancy rate
90.1%
Meets the 90% annual goal
Year to date · through Jun 30, 2026
Exits to permanent housing
6
5 additional pending · goal 12 / year
Year to date · through Jun 30, 2026
Supportive services participation
81.1%
Average of quarterly rates · goal 65%
Point-in-time snapshot (not affected by the quarter filter): as of June 30, 2026, Holloway was at full capacity with 20 of 20 beds occupied and a waitlist of 3 eligible West Hollywood community members.
Occupancy & utilization
After a ramp-up during its first quarter, Holloway has operated at near full capacity, bringing year-to-date occupancy to 90.1% — meeting the 90% annual goal.
90% target
Q1 · Oct–Dec 2025
80.6%
Ramp-up — first quarter of operation
1,402 of 1,740 bed nights used
Q2 · Jan–Mar 2026
95.0%
Above target
1,710 of 1,800 bed nights used
Q3 · Apr–Jun 2026
94.5%
Above target
1,720 of 1,820 bed nights used
Occupancy calculated using total available bed nights per quarter. Target set at 90% to allow for turnover, client intake review, and related processes.
Contract year-to-date · not filtered by quarter
Program flow
Holloway serves as a stabilization point between street outreach and permanent housing, supporting individuals through documentation, benefits access, and housing navigation.
42Entered (YTD)
20Currently enrolled
22Total exits
6 permanent · 16 non-permanent
6 permanent · 16 non-permanent
Progress toward 12 annual placements
Permanent housing: 6 confirmed | 5 in progressAnnual goal: 12
Of the six permanent placements to date, one occurred in Q1 and five in Q3 — half of the annual goal of 12, with 5 more pending. The program has maintained full occupancy and a waitlist throughout. Pending means a unit has been identified but an inspection or funding approval is still outstanding.
Where people go after leaving Holloway 22 exits year to date
Of the 22 people who left the program year to date: 6 exited to permanent housing and 16 exited to non-permanent destinations — 5 to temporary or interim housing, 2 to family, friends, or a partner (no lease), and 9 unknown or left program.
Most non-permanent exits reflect movement to another temporary setting rather than a return to the street. The permanent number is smaller because those placements take 9–12 months — see Reading early program results above.
Destination coding is complete through Q3. The City and Ascencia review these patterns each quarter to see where participants go and where follow-up support falls short.
Length of stay
Permanent housing exits 6 participants year to date
144 days
Average stay for participants who remained engaged and exited to permanent housing
All other exits 16 participants year to date
54 days
Average stay across non-permanent exits, which happen for a range of reasons — see About & Methods
What these figures show: Exits to permanent housing average about 144 days, reflecting the time needed to secure a unit; non-permanent exits average 54 days. Both rest on small numbers and will shift as the program matures.
Engagement and stability
Supportive services participation increased as the program stabilized and remained above the annual goal.
Q1 participation
66.7%
16 of 24 served · initial quarter
Q2 participation
89.7%
26 of 29 served · above 65% goal
Q3 participation
87.0%
26 of 30 served · above 65% goal
Income / benefits (YTD)
8 of 42 individuals served
Increased income or gained new public benefits year to date.
Participant profile 42 individuals served year to date
The population served reflects the demographics of the chronically unhoused population in West Hollywood, according to the City’s demographic survey: older, predominantly male, and disproportionately BIPOC. Half are age 50 or older; all meet eligibility related to chronic homelessness and disability.
Age
18–3919%
40–4926%
50–6129%
62+26%
Gender
Women36%
Men64%
Race / ethnicity
White43%
Black31%
Hispanic21%
Asian / Pacific Islander2%
MENA2%
Demographics are tracked to support program planning and equity review — specifically to monitor whether the population served at Holloway aligns with the broader population experiencing chronic homelessness in West Hollywood.
Homelessness Prevention
Prevention programs help residents remain housed through rental assistance, legal support, and other housing stability services. This section summarizes activity across the City’s prevention programs — both City-funded and County Measure A funds the City administers — focused on reducing inflow into homelessness.
Ongoing Rental Assistance (City-funded)
The City has funded rental assistance since 2009 for older adults (55+), people living with HIV, and community members at risk of losing housing — the foundation of its prevention work. This is a separate program from the newer, County-funded Measure A emergency assistance shown further down.
Eviction Defense & Legal Support
Free legal help to fight evictions and protect tenant rights, reducing displacement and keeping households stably housed.
Housing Stability Services
Supporting households before a crisis becomes homelessness.
How to read this section: Prevention metrics describe dollars, households, or services. Each card states what it counts.
2018 to date
Rental assistance disbursed
$2.79M
City-funded program · excludes Measure A
2017 to date
Households supported
1,912
City-funded program · excludes Measure A
Year to date · through Mar 31, 2026
Disbursed in 2026
$186,857
City-funded program · excludes Measure A
Rental assistance (City-funded) — households served by year
The 2021 spike reflects expanded COVID-19 emergency rental assistance. Activity has since returned to a steady annual baseline. The 2026 bar is year to date through March 2026 and covers a partial year, so it is not directly comparable to the full prior years. These bars reflect the ongoing program only; the newer Measure A program is reported separately below.
Program history: West Hollywood has provided rental assistance for decades. The program originated with Alliance for Housing and Healing (now APLA Health) serving residents living with HIV/AIDS. In 2009 the City expanded into two complementary tracks — rental assistance for older adults (55+) through APLA Health, and assistance for younger residents at risk of housing loss through NCJW|LA. These two tracks continue to anchor the prevention portfolio today.
What prevention services cover
Ongoing rental assistance (City-funded)
Two complementary tracks anchor the ongoing program: one for older adults (55+) and residents living with HIV (APLA Health), and one for the general adult population at risk of housing loss (NCJW|LA). A separate Measure A emergency program is shown below.
Eviction defense & tenant rights
Free legal help to fight evictions and protect tenant rights, reducing displacement and keeping households stably housed.
Health & recovery support
Mental health support, substance use recovery, benefits counseling, and HIV-related services — recognizing the deep historical connection between West Hollywood’s prevention work and its response to HIV/AIDS.
Culturally affirming services
Programs serving communities at disproportionate risk of housing loss — including LGBTQ+ residents, transgender community members, and people living with HIV/AIDS — reflect the City’s commitment to reaching populations that face historical barriers in housing markets.
Emergency Rental Assistance — Measure A New program
A newer, separate stream of emergency rental assistance funded through West Hollywood’s allocation of Los Angeles County’s Measure A renter-protection and homelessness-prevention funds. It targets residents who are currently housed but at immediate risk of losing their housing — households living on a low income who have been hit by an emergency such as a job or income loss or unexpected medical bills. Assistance is short-term and paid directly to landlords.
How this differs from the programs above: The Measure A expansion carries its own funding source, eligibility, and reporting, and prioritizes higher-barrier cases — households carrying large arrears, or households that did not qualify for other assistance programs.
First quarter of service (April–June 2026). The program launched in April 2026.
First quarter · Apr–Jun 2026
Households served
10
Measure A program only
First quarter · Apr–Jun 2026
Total disbursed
$58,598
Measure A program only · paid directly to landlords
First quarter · Apr–Jun 2026
Average per household
$5,860
Measure A program only · median $5,478
What the assistance covered
Nearly all assistance went to clearing back rent owed to the landlord — 9 of 10 households carried arrears at intake.
Who was served — participant demographics 10 households · tap to expand
These figures reflect the first 10 households served and are published to establish consistent reporting from the start of the program. With numbers this small, they should be read as an early sample rather than a stable pattern.
Age
Under 455
45–613
62 or older2
Gender
Men6
Women3
Nonbinary1
Race / ethnicity
White5
Black4
Declined to state1
Household
Single adult9
Adult couple1
Longer-term outcomes: Staff built new follow-up measures into this program from the outset. It tracks housing stability after assistance ends, including whether households remain housed 90 days later and whether rental arrears were resolved without eviction. Because the program is new, most households have not yet reached that follow-up point; those outcomes will be added here as the data matures.
About & Methods
This page is the reference for everything behind the dashboard.
Where each number comes from, what it counts, what it does not, when it was last updated, and how to reach us with questions or corrections. Each section below is collapsible — click any heading to open it.
01 Scope What this dashboard is & is not
What this dashboard is
- A summary of City-funded homelessness response and prevention programs operating in West Hollywood.
- An operational and outcomes view: outreach, behavioral health response, the Homeless Concern Line, interim housing (including Holloway), permanent housing placement, and prevention.
- A public-facing transparency tool tied to the Coordinated Response Framework (CRF).
- A starting point for residents, Commissioners, Councilmembers, and stakeholders to understand what the City funds and what outcomes are being tracked.
What this dashboard is not
- Not every person in West Hollywood experiencing homelessness — only people observed during field counts or engaged through City-funded programs.
- Not every homelessness service in West Hollywood — County, regional, faith-based, mutual aid, and private services that operate locally are not reflected here.
- Not real-time tracking — data is summarized periodically, not updated live, and it does not follow individual identities.
- Not a directory of services — for help, residents should call the Homeless Concern Line at 323-848-6590 or 211.
02 Data sources by section Where each metric comes from
- Unsheltered Counts & Locations
-
SourceField outreach observations during PIT-related observation periods, conducted by Ascencia through Sep 2025 and by Healthcare in Action beginning in 2026. PeriodMonthly Jan–Sep 2025; long-term trend 2017–2026 (2026 covers Q1 and Q2 only); quarterly from 2026 (Q1 counted Jan 15, 2026; Q2 counted Apr 23, 2026). CadenceMonthly through Sep 2025; quarterly beginning 2026. Because cadence and provider changed, quarterly counts are not directly comparable to the monthly series. NoteThe Ascencia contract ended September 2025; subsequent cadence will not be directly comparable to prior monthly data.
- Client Demographics
-
SourceCity of West Hollywood Social Services Division quarterly program report submitted by Ascencia, the City’s lead homeless outreach provider for that contract year (Q4 report, contract year 2024–25). Other City-funded providers also conduct outreach; this report covers the lead provider only. PeriodContract year October 1, 2024 – September 30, 2025. This does not align to the City fiscal year (Jul 1–Jun 30) used for Homeless Concern Line reporting. Counts146 new, unduplicated West Hollywood community members. “New, unduplicated” means each person is counted once within the contract year. People served by outreach are a different group from Concern Line callers and from Point-in-Time counts. CadenceQuarterly during the contract year; this reflects the completed year. The Ascencia contract ended September 2025. Demographics for 2025–26 from Healthcare in Action, the current lead outreach provider, are still being compiled. NoteAny demographic category with fewer than 11 people is combined with others to reduce re-identification risk. Veteran status and disability are not collected in this report. The provider records race and ethnicity together across roughly twenty combined categories; for publication these are grouped into Latino or Hispanic (any race), White, Black or African American, and all other or multiple races. Quarterly provider reports should not be added together to produce an annual figure: a person served in more than one quarter can appear in more than one quarterly count. The 146 figure is the provider’s annual unduplicated total, which matches the annual goal reported on its scope-of-services page.
- Homeless Concern Line
-
SourceCity operational dispatch and field response logs (HIA and West Hollywood Care Team / Sycamores). PeriodJul 2025–Aug 2026, grouped by City fiscal year (Jul 1–Jun 30). FY 2025–26 complete (1,848 requests); FY 2026–27 in progress (Jul–Aug 2026, 514 requests). July 2025 is partial (Jul 16–31). CadenceRefreshed for each public release. NoteEvening activity after 6 PM is underrepresented before November 2025, when Care Team logging became consistent.
- Housing & Holloway
-
SourceContracted provider quarterly reports and City tracking. Permanent housing placements combine reporting from Holloway, Ascencia Glendale, the LGBT Center youth program, and the LGBT Center seniors program. Interim admissions combine Holloway and Ascencia emergency shelter. PeriodPermanent housing 2016–Present; interim admissions 2017–Present; bed nights 2021–2025; Holloway contract year Q1–Q3 covers Oct 2025–Jun 2026. For 2026, Holloway figures run through Jun 30, 2026 and all other housing programs through Mar 31, 2026; cumulative totals include 2026 activity through those dates. CadenceQuarterly. NoteHolloway opened October 2025; early outcomes reflect a small population (between 20 and 42 people, depending on the measure) and should be read alongside occupancy, engagement, and pipeline indicators. Holloway quarters follow the City's contract year (Q1 = Oct–Dec 2025); the provider's fiscal-year report labels these same periods Q2–Q4. NoteParticipant demographic profile reflects the City’s most recent demographic survey of the unhoused population in West Hollywood.
- Prevention
-
SourceContracted provider reports and internal City tracking of rental assistance disbursements and household counts. PeriodRental assistance 2018–Present; households supported 2017–Present; 2026 detail year-to-date through March 2026. CadenceQuarterly, with annual reconciliation. NoteThe 2021 spike reflects expanded COVID-19 emergency rental assistance and is not representative of typical volume.
03 How to read each metric What different number types mean
- People (unduplicated)
- Distinct individuals during the period. The same person is counted once even if they received multiple services.
- Admissions / placements
- Program entries or housing placements. The same person can account for more than one admission across years if they re-enter.
- Service requests
- Incoming Concern Line requests. Multiple requests can refer to the same individual or location. Requests are not unique people.
- Bed nights
- One bed used for one night, summed across people and days. A 30-day stay produces 30 bed nights. Useful for capacity, not headcount.
- Households
- Distinct rental-assistance households. A household can include one or more people.
- Observations
- Unsheltered individuals observed during a field count. Useful for trend awareness; not a complete census.
04 Glossary 19 terms used across the dashboard
- Behavioral health response
- Non-law-enforcement response focused on de-escalation, emotional support, and connection to care during a possible behavioral health crisis.
- BIPOC
- Black, Indigenous, and People of Color.
- Case management
- One-on-one support to access services, documents, benefits, housing, and follow-up care.
- Chronic homelessness
- An extended or repeated experience of homelessness, typically combined with a documented disability. A federal eligibility category for certain programs, including Holloway.
- Coordinated Response Framework (CRF)
- The City’s effort to clarify roles, improve coordination, align protocols, and connect data across providers.
- Direct contacts
- Situations where a response team was able to speak with or engage the person directly.
- Exits
- When someone leaves a program. Exits can go to permanent housing, another program, or another destination, including unknown.
- Holloway
- A 20-bed, non-congregate interim housing program in West Hollywood, opened October 2025, serving residents experiencing chronic homelessness and living with a disability.
- Housing instability
- A situation where a person or household may be at risk of losing housing or cannot maintain stable housing.
- Interim housing
- Short-term housing with support services while someone works toward a longer-term housing option.
- Length of stay
- The amount of time a person remains enrolled or housed in a program.
- Median response time
- The midpoint response time: half of responses were faster, half were slower. The figure shown covers July 2025 through August 2026 and combines two inputs: dispatch-to-arrival times reported by the contracted providers through July 2026, and, for August 2026, the response time quoted to the caller at dispatch.
- MENA
- Middle Eastern and North African — a demographic category used in race/ethnicity reporting to identify community members with origins in the Middle East or North Africa.
- Non-congregate
- A housing setting where people have private rooms or units rather than sleeping in a shared dorm-style space.
- Permanent housing
- Long-term housing intended to provide ongoing housing stability, including independent housing and permanent supportive housing.
- Permanent housing navigation
- Case management to help people complete paperwork, gather documents, and connect to long-term housing.
- Point-in-Time (PIT) data
- A snapshot count of people experiencing homelessness during a defined observation period. Useful for trend awareness; not a complete census.
- Services accepted
- The share of people reached directly who agreed to some form of help, referral, or service connection.
- Arrears
- Rent a household already owes to a landlord and has not yet paid.
- Occupancy rate
- The share of available bed nights that were filled during a period. Holloway's target is set at 90% to allow for turnover and intake review between stays.
- Pending placement
- A unit has been identified for a participant, but an inspection and/or funding approval must be completed before they can move in.
- Unsheltered homelessness
- Homelessness experienced outdoors, in vehicles, or in other places not meant for housing.
- Voucher
- A subsidized housing payment that covers part of a household's rent, issued by a housing authority. A unit rented with a voucher must pass an inspection before move-in.
- Warm handoff
- A referral made in person or with direct introduction between staff, rather than by giving someone a phone number to call on their own.
05 Known limitations Where the data is partial or evolving
- Mixed time periods
- Topline KPIs cover different periods (some 2016–Present, some recent). Periods are labeled on each card; numbers are not directly comparable across periods.
- Small populations
- Holloway serves up to 20 people at a time. Length-of-stay, exit-destination, and demographic figures are based on small numbers and will fluctuate as the program matures.
- Evolving observation cadence
- Monthly unsheltered counts ended September 2025 with the conclusion of the Ascencia contract. The City is now collecting quarterly PIT data; trend continuity will be evaluated as new data becomes available.
- Partial-month and uneven logging
- July 2025 Concern Line data covers Jul 16–31 only. Evening logging by the Care Team became consistent beginning in November 2025.
- Long-term outcome tracking
- Outside the Measure A program, local data does not yet track long-term housing retention for individual prevention households — an area for future evaluation.
- August 2026 response time is a quoted ETA
- The August figure is not a measured arrival time. It is the response time staff quoted to the caller when each request was dispatched, taken from the Concern Line message threads, and covers 166 of the month’s 228 requests (73%). Quoted times cluster on round numbers — 5, 10, 15, 20 minutes — so the median lands exactly on 15. An actual arrival time was recorded for only 18 August requests, too few to report. A quoted ETA is a commitment rather than a measurement, so the August input is not equivalent to the provider-reported arrival times used for earlier months. August is 10% of the record, and the combined median rounds to the same 12 minutes the dashboard reported through July 2026 — adding August does not move the headline figure.
- Provider-reported figures
- Program metrics on this dashboard — including occupancy, participation, response times, placements, and unduplicated client counts — are reported by contracted providers and reviewed by City staff. They are not independently audited by the City.
- Why non-permanent exits are shorter
- Non-permanent exits from Holloway average 54 days compared with 144 days for exits to permanent housing. Non-permanent exits happen for a wide range of reasons: some participants leave voluntarily because the structure or rules of the program do not work for them, some are asked to leave for non-compliance with program rules, and others move to another temporary setting or lose contact with the program. Because the reasons vary so widely, the average should not be read as a single pattern.
- Fields not collected
- Veteran status and disability are not collected in the outreach provider report used for the client demographics section, so they are not shown there.
06 Refresh schedule When the dashboard updates
Most provider-reported metrics update quarterly.
Service-related metrics are refreshed following the close of each quarter and review of contracted provider reports. Operational metrics — Concern Line activity and observation locations — are refreshed when each public release of the dashboard is prepared. Targeted updates may be made between releases when corrections are identified.
07 Contact Questions, corrections, suggestions
Corrections, accessibility issues, and suggestions for additional metrics are welcomed and reviewed for future releases.
City of West Hollywood · Human Services Division
Last updated: September 7, 2026 · Individual sections may reflect different reporting periods depending on source availability.