Case Management Guidebook

Comprehensive guidance and support to professionals working in homeless and drug services

A: Requires accommodation tonight

A Stage 1) Needs access to temporary accommodation

1. Overview

If a person/family has no accommodation for tonight, the case manager should:

Step 1: Clarify what options are available to the service user from their own resources – for example, family, friends or previous addresses, which they could access. It would usually be preferable to prevent a person entering into homeless services in the first instance.

Step 2: If they have no options as a result of step 1, identify the full range of homeless accommodation options available for tonight (see Figure 4). This should take into account a basic assessment of the person’s needs – for example, whether they are misusing drugs or alcohol or escaping domestic violence etc. Any of these issues will require targeted accommodation, and the case manager should try to match needs with accommodation options.

Figure 4. provides an overview of accommodation options, which can be pursued for tonight, (see Listings: Accommodation/ Homelessness: Accomodation Providers: Temporary Accommodation).

Recent experience of sleeping rough may be an indication that the person’s specific accommodation arrangement was not sustainable, or that insufficient supports were available to them. The Dublin Regional Homeless Executive vision is that no one should need to sleep rough, either due to the lack of accommodation that can meet their needs or because they present with challenging or chaotic behaviour.

If a person requires temporary homeless accommodation (or referral to more appropriate temporary accommodation), this can be accessed through one of the following: 

  • Local Authority Central Placement Service (Freephone 1800 707 707)
  • Regional Contact and Outreach service  
  • Self-referral directly to certain hostels

2 Temporary accommodation required for tonight

In the Dublin City Area: the service user should register with the Central Placement Service to access temporary accomodation by calling in to the office directly in Parkgate Hall, 6-9 Conygham Road, Dublin 8, or by telephoning the 24 Hour Freephone Helpline on 1800 707 707. 

Dun Laoghaire - Rathdown County Council, providing temporary accommodation in the Dun Laoghaire-Rathdown Area, ph; 01 2054700. Housing Department, County Hall, Marine Road, Dun Laoghaire, Co Dublin. Monday to Friday 10.00am to 4.00pm. 

Fingal County Council - Providing temporary acommodation in the Fingal County Council Area ph; 01 8905090, Housing Department, Fingal County Council, Grove Road, Blanchardstown, Dublin 15. Monday to Friday 10.00am - 12.30pm, 2.30pm - 3.30pm.

South Dublin County Council - Providing temporary accommodation in the South Dublin Councty Council Area. Ph; 01 4149000. Housing Department, South Dublin County Council, County Hall, Tallaght, Dublin 24. Monday to Friday 10.00 am - 12.00pm, 2.00pm - 4.00pm 

 3 Temporary accommodation for couples

Temporary accommodation is accessed through the Central Placement Service. A couple is defined as two people who can demonstrate that they have been together for more than six months.

4 Homeless due to domestic violence

People who have experienced domestic violence may have personal support needs that are different from those of other people in homeless accommodation.

Where possible, women and their children should be accommodated in a domestic violence refuge. (See Listings: Accommodation/Homelessness: Accomodation Providers: Domestic Violence: Refuges). At this time, there are no refuges for male victims of domestic violence.

If the person is on methadone they should contact the refuge in advance. Negotiation will need to take place on a one-to-one basis with the manager in this situation.

In Dún Laoghaire Rathdown, the local authority discourages people who have experienced domestic violence from surrendering a tenancy. Instead, the tenant is encouraged to seek ways to remove the perpetrator. Temporary accommodation is arranged through the Women’s Aid helpline.

Further information on support for people who have experienced domestic violence can be found in the Family and Current Relationships chapter.

5 Temporary accommodation entitlements and the Habitual Residency Condition (HRC)

The issue of entitlement and eligibility to state-funded services is being considered at government department level at present, particularly with regard to the Habitual Residence Condition. The service user must satisfy the HRC in order to qualify for social welfare benefits and state services, regardless of nationality. Such services include access to homeless accommodation.

While there is no legal obligation to provide temporary accommodation to persons who do not meet certain eligibility requirements, it is important that all individuals who present as homeless are offered temporary accommodation, so as to prevent rough sleeping in Dublin. The Dublin Regional Homeless Executive is working collaboratively with the Department of the Environment Heritage and Local Government to ensure that guidelines are developed for statutory agencies and homeless service providers in terms of entitlement and eligibility and also to ensure that all service providers will be notified once the guidelines are completed.

The HRC took effect from 1 May 2004 and impacts on all applicants regardless of nationality. ‘Habitual Residence’ means the person has a proven close link with Ireland. If the service user is now resident in Ireland, and has lived here or in other parts of the Common Travel Area all their life, they will probably satisfy the HRC.

The most important factors for proving this link are the:

  • Length of time spent in the Common Travel Area
  • Continuity of residence, including a regular pattern of residence within the Republic of Ireland
  • General nature of residence in the Common Travel Area

The Common Travel Area is:

  • Ireland
  • Great Britain
  • Channel Islands
  • Isle of Man

The service user can have spent time on short holidays, studying or travelling outside of the Common Travel Area and still be regarded as habitually resident.

Under Irish and European law, the following five factors are to be considered when deciding if a person is habitually resident:

  1. Main centre of interest, based on facts such as:
  • Home ownership or lease in Ireland
  • Residence of close family members
  • Membership of social or professional as sociations here
  • Any other evidence or activities indicating a settled residence in Ireland
  1. The length and continuity of residence in Ireland or other parts of the Common Travel Area.
  2. The length of, and reason for, any absence from Ireland.
  3. The nature and pattern of employment, if any.
  4. Future intention to live in the Republic of Ireland, as it appears from the evidence.

The Department of Social and Family Affairs will consider the five factors equally when making a decision on HRC. The evidence used for each factor depends on the facts of the case.

If a service user has come to Ireland from abroad, and has applied for social welfare payments, they may need to provide personal and employment records such as passport, bank statements, details of benefit payments, utility (gas, telephone or electricity) bills, rent or mortgage agreements or receipts for local authority charges.

If the service user has been granted special permission to remain in Ireland (for example through refugee status or leave to remain on humanitarian grounds, as the parent of an Irish born child or under family reunification), they will also need to provide:

  • an official letter to confirm their status, and
  • a copy of their residency permit (Garda National Immigration Bureau card).

The case manager should refer to the explanatory leaflet provided by the Department of Social and Family Affairs (leaflet SW108).

For additional information, contact the immigration services outlined in the Listings section of the guidebook.

Figure 4. Responding to crisis: person has no accommodation for tonight


Over 18 Years:

The Central Placement Service holds assessment clinics and can arrange temporary accommodation.

For an assessment and placement into temporary accommodation call into Parkgate Hall, 6-9 Conygham Road, Dublin 8,  from Monday to Friday 10am to 12 noon. 2.00pm - 4.00pm

24hour Homeless Helpline Freephone 1800 707 707

The Homeless Persons Unit still continues to provide payments and offer advice under the Supplementary Allowance Scheme. They are located on 212 - 213 Oisin House, Pearse Street, Dublin 2 or telephone 1800 724 724.

If the person is over 18: Regional Contact and Outreach Team, ph;01 8720185 operates:

 Monday, Wednesday, Friday ; 8am to 12 midnight

Tuesday ,Thursday ; 6am to 12 midnight

Saturday, Sunday; 3pm to 12 midnight



Service users need to contact the Central Service first before self referring to a service.



The HSE has responsibility to respond to your needs if you are homeless and aged under 18years.  

OFFICE HOURS:Contact HSE Local Health office: Duty social worker (see listings) 

OUT OF OFFICE HOURS: Contact Social Work service through local Garda station so that emergency accommodation can be arranged.


6 Housing First Demonstration Project.

The Dublin Housing First Project, in line with the Homeless Agency Partnership Vision, the National Homelessness Strategy The Way Home 2010-2013 and the Pathway to Home model, seeks to end the need to sleep rough prioritising an identified number of entrenched rough sleepers with significant support requirements. The Regional Contact and Outreach Team has identified that this group of individuals over a number of years have not engaged with the range of available accommodation/social care/primary care services. Current levels and methods of service provision have not proven effective in responding to the range of significant support needs of these individuals.

This project seeks to provide self-contained, independent, scattered, community-based housing units for each participant, affording them equal rights to any tenant renting privately. There are no staff on-site. Support is provided through home visits by the Housing First (HF) Team which is an intensive case management team.

A number of housing units will be available every three months. This will allow a rolling entry into the project and phased increase in the caseload of the team.

The project is client-led: participants choose to take part in the project, choose their housing unit as far as possible, identify their own goals and the HF team works with the person to achieve their goals. In this way, the project aims to promote participants autonomy, independence and to support them in settling into their home and integrating into their community. Participants will be invited to participate in HF and when they choose to do so they will see a number of housing units to choose from and select their preference. They will be supported to:

  • prepare for the move-in
  • actually move-in and have furniture, soft furnishings and groceries provided for the initial move-in.
  • access relevant benefits and entitlements
  • review their support needs and establish goals
  • access the services of the HF team
  • access relevant services not represented on the HF team directly
  • maintain their housing and integrate into their community

Participants will continue to be supported even if the tenancy cannot be sustained by them.

The HF team employs an intensive case management model, providing visiting support to participants in their new home. Team roles:

  1. Housing services worker (& team leader)
  2. Regional Contact and Outreach Service keyworkers x 2
  3. GP
  4. Nurse
  5. Substance Use Specialist and psychiatric nurse
  6. Peer support and advocate worker
  7. Training Education and Employment Support

An evaluation of the project will produce a report reviewing the first 12 months of the project which will make recommendations regarding the potential application of this model in the Dublin region and nationally.

For further details on this project, please contact:

  1. Elaine Butler: Integrated Services Co-ordinator, Dublin Region Homeless Executive
  2. Mary Hayes, Housing First Team Leader, Dublin Region Homeless Executive,