Frequently Asked Questions
Account & Login
Q: How do I create an account?
Click "Apply for Shelter Now" and then "Sign In With Advocate". You'll be redirected to create an account through our partner platform, Advocate.
Q: I forgot my password. How do I reset it?
Since accounts are managed through Advocate, you'll need to reset your password on the Advocate platform. Click "Sign In With Advocate" and look for the forgot password option.
Q: Can I have multiple accounts?
No. Each person should have only one account linked to their household.
Q: My email address changed. How do I update it?
Go to Profile, click Edit Profile, and update your email address.
Household Setup
Q: Why do I need to set up a household?
Household information helps shelters understand your needs - how many people need beds, any special circumstances, etc. You must complete household setup before you can apply for shelter.
Q: What if my household size changes?
Go to your Profile and click Edit Profile. You can add or remove household members.
Q: Do I need to list everyone staying with me?
Yes. List all people who will be staying at the shelter with you. Your household size affects which shelters can accommodate you.
Q: What if I'm applying for just myself?
That's fine. You can complete the household setup without adding any additional members. Your household size will be 1.
Applying
Q: Why can I only apply once per day?
This ensures fair access for everyone and prevents duplicate applications in the system. Your one application goes to ALL matching shelters.
Q: What does "All Matching Shelters" mean?
When you apply, your application is sent to every shelter that matches your household size and needs. This gives you the best chance of finding a bed.
Q: What happens after I apply?
Your application goes to shelter staff across all matching shelters. They review applications based on availability and priority. You'll be notified by email or text when there's an update.
Q: How long until I hear back?
Response times vary by shelter and availability. If beds are available, most shelters respond within 24-48 hours.
Q: Can I cancel my application?
Applications automatically expire after a set time. You don't need to cancel - just wait and apply again the next day if needed.
Q: What does the priority score mean?
Your application gets a priority score based on your circumstances. People in the most urgent situations (sleeping on the street, fleeing domestic violence) are prioritized for available beds.
Shelter Placement
Q: What should I bring to the shelter?
Each shelter has different requirements. Check your approval message for specific instructions, or call the shelter directly to ask.
Q: Can I stay indefinitely?
Shelter stays are typically short-term (emergency shelters) or have time limits. Ask the specific shelter about their length-of-stay policies.
Q: What if I miss my check-in time?
Contact the shelter immediately. They may be able to reschedule, or you may need to reapply the next day.
Q: What if I get approved but no longer need shelter?
Contact the shelter to let them know so they can give the bed to someone else.
Privacy & Security
Q: Who can see my information?
Only shelter staff who need it to process your application can see your details. You consent to this information sharing when you submit an application.
Q: Is my data secure?
Yes. We use secure encryption and follow privacy best practices to protect your information.
Q: What information do shelters see?
Shelters see your name, contact information, household size, and the circumstances you describe in your application. This helps them determine if they can accommodate you and how to contact you.
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