Changing lives in San Bernardino For years, KEYS has taken an assertive approach to bringing services to the unhoused in San Bernardino, CA: sending 昀椀eld workers into the streets to bring housing to those who need it, then assisting their clients through the stages from a temporary hotel room to a permanent home. In 2019, they came to us with a problem. To take the 昀椀rst step toward providing housing for a new client, their 昀椀eld representatives had to 昀椀ll out a paper form, bring it to the o昀케ce for processing, and then deliver a paper voucher for a hotel stay to their client. That process took 72 hours—too long to respond to a person in crisis. During that window, clients fell out of the process. Sometimes they disappeared. | 24 SMARTSHEET IN ACTION