Knowledge base

Engagement risks are high-level flags identifying potential risks for a frontline worker when engaging with a person.

The engagement risks section was designed as a multi-select field to avoid creating unintentional bias prior to meeting with someone experiencing homelessness. It is important that services use their professional judgement to ensure the appropriate balance of flagging risks whilst respecting the dignity of the person.

To learn more, read the guide below.

Engagement tips are high-level information about a person’s interests and care preferences.

They are used early in the initial contact or case management process to help workers build trust and improve engagement.

To learn more, read the guide below.

A lead worker is the main person supporting (primarily responsible) for an individual or family to achieve their identified housing and support goals.

To learn more about lead worker responsibilities, how to know if you are a lead worker and how to determine who the lead worker should be, click on the guide below.

This guide will help you understand why it’s important to keep a person’s BNL record up to date.

Additionally, this guide will also help you understand what kinds of updates are needed often, occasionally or only when something big changes. To learn more, click on the guide below.

This guide was co-created with people who have lived experience of homelessness and frontline workers in NSW. It helps workers explain what the BNL is and how it works.

You can access a copy of this BNL guide by clicking the guide below.

This guide explains when and how to mark someone’s BNL record as inactive. It also includes helpful definitions, tips, and a checklist to support staff through the process.