Client Information Management System

Welcome to the NSW client information management system (CIMS).

The Client Information Management System (CIMS) is used by funded providers of Specialist Homelessness Services (SHS) in New South Wales. SHS providers use CIMS in order to manage client records, make referrals and access service information.


Access to CIMS is provided solely to authorised users.

By logging on to this application you accept the CIMS Conditions of Use and you affirm that you understand that penalties may apply for misuse of CIMS and the information it contains.

All access to the CIMS system is logged and monitored.


The following training is available:
- CIMS Foundation Training (for new CIMS users)
- CIMS Access Functions Training
To register for this training, please create an account at
For further assistance with CIMS and SHS training, please contact Managed Training Services:
Phone: 1300 361 787
Email: [email protected]
You can also access the CIMS Online Learning and Support Tools provided by Homelessness NSW here.

Need help using CIMS?

  1. For assistance with login, password and workgroup access issues, ask the CIMS Administrator or Coordinator in your service.
  2. For technical and user support and resolving critical errors, first check:
    Online Help
    Frequently Asked Questions
    Feedback page - to post a question
    Call the Infoxchange CIMS support hotline on 1800 627 191 (press option 1) or email [email protected].
  3. For help with Validata™ reporting, go to SHSC Training Resources or call the AIHW Hotline on 1800 627 191 (press option 2).
  4. For any other service/CIMS issues contact the CIMS mailbox: [email protected]
    For specific program related information, refer to the user manuals located in CIMS - ADMIN Menu/Documents tab.


Capturing the impact of COVID-19 on SHS services

Clients who receive assistance

If a client is seeking support as a result of the Coronavirus (COVID-19) crisis, under Reason for seeking assistance, please select all reasons categories that apply (e.g. Financial difficulties, Employment difficulties, Medical issues) PLUS category ‘Other’, and record COVID-19 in the free text field.

Unassisted people

If a requested service cannot be provided as a result of the Coronavirus (COVID-19) crisis, please select all reasons categories that apply PLUS category ‘Other’, and record COVID-19 in the Notes field”.

System notes have been added to the support period and Unassisted forms in SHIP with this information.

All SHS Providers

Due to recent changes to Centrelink payments, please ensure you have read AIHW Newsletter dated March 2020.

You can also find this document in CIMS: ADMIN Menu / Documents tab / SHS: AIHW Newsletter - Mar 20.