Presentation on theme: "Standard Operating Procedures – Case Management"— Presentation transcript:
1 Standard Operating Procedures – Case Management Linda JacoMilissa GofourthMelinda FruendtOctober 13, 2010
2 PurposeA Standard Operating Procedure (SOP) is a set of written instructions that document a routine or repetitive activity followed by an organization.SOPs document the way activities are to be performed to facilitate consistent conformance to technical and quality system requirements and to support data quality.EPA.Gov11
3 Format Written in a concise, step-by-step, easy-to-read The information should not be overly complicatedThe term "you" should not be used, but impliedKeep it simple and shortInformation should be conveyed clearly and explicitly to remove any doubt as to what is requiredUse a flow chart to illustrate the process being described
4 Case Management SOP Initial Contact & Information Outreach – conferences, workshops, etcPhone call inquiries (toll free line)Gather needed informationAssign case numberDocument in databaseDetermine what services may be appropriateNext steps – time frames
5 Provide InformationRefer to appropriate providers, funders, and resourcesMail necessary documentsIf farm assessment is neededMail AgrAbility ApplicationRelease of InformationAppropriate educational materialsFollow-up as necessary
6 Completing the Application Process Offer assistance for completing applicationIf application not received – move client to inactive I&R in databaseIf application received – move to active client statusDocument application informationStaff for potential funding sources
7 Active ClientIf disability is a barrier to employment discuss DRS servicesSend DRS application and other necessary documentationOffer assistance with completion of DRS applicationIf DRS application is not complete proceed to arrange farm-site visitIf DRS application complete – provide to DRS liaison
8 Case Management DRS Client Coordinate employment services between client and DRS counselorOnce DRS initial interview complete coordinate farm-site visitInvite DRS counselorProvide DRS list of co-shared clients monthly
9 Farm-site VisitCoordinate with AT Act Program appropriate equipment to take for demonstration or short-term loanIdentify any additional supports needed – take materialsComplete draft assessment reportProvide to Counselor with follow-up conversationIf needed request referral for DRS AT Specialist
10 Case Management Continued Complete DRS assessment reportFinalize priorities based on employment needsIdentify AT needs and vendorsDiscuss with clientOn going case managementFollow-up on services with client & counselor regularlyFollow-up with vendors, Extension, IFMAPS, etc.
11 Non DRS AgrAbility Services Farm site visitCoordinate with AT Act Program appropriate equipment to take for demonstration or short-term loanIdentify any additional supports needed – take materialsComplete assessment report provide to the client
12 Case Management Continued Coordinate with funding sourcesOkAT – the non-profit partnerAlternative Financing Program/Access to Telework Fund, low interest bank loanPASS Plan other SSA work incentivesRefer to other resources Extension, ABLE Tech, Langston, etc.Continue on-going case management
13 Case ClosuresBased on the joint decision between AgrAbility and ClientHas AT been delivered?Has AgrAbility done what we have agreed to complete?Has Client done what they have agreed to complete?Complete client surveySuccess story moment
14 AgrAbility Program Flow Chart INITIAL CONTACT AND INFORMATION* Follow up with potential client verbally in 2 business days* Mail AgrAbility application packet within 3 days* Determine Client Status within 30 daysActive Clients for Service Delivery*If client is seeking third party funding - assistance with DRS application* Process DRS application within 30 daysCASE MANAGEMENT* Schedule on-farm site assessment within 2 weeks of initial interview with DRS counselor* Complete assessment report and submit to appropriate parties within 2 weeks* Coordinate funding resources*Contact client every 4 to 6 weeks for on-going case management*Coordinate assistive technology deliveryCASE CLOSURE* Obtain customer satisfaction survey* Create success story
15 DRS InitiativesHosted meetings to coordinate DRS to AgrAbility responsibilitiesProvided a staff liaison that is has decision making abilityWill host quarterly meetings for DRS and AgrAbility staffProvides monthly reports on AgrAbility co-shared cases
16 DRS Co-Shared AgrAbility Program Flow Chart DRS receives referral of farmer/rancher case from AgrAbility Project in state office, Programs Manager will be asked to assign the case to counselor.Counselor reviews application and determines eligibility. (Note: If farmer/rancher applies directly to DRS , Counselor will refer client to the AgrAbility Project)Counselor contacts AgrAbility Project, Case Manager, Sandra Stevenson at or to authorize on-farm site assessment.The AgrAbility Project Program Manager will contact the Counselor and invite them to participate in the on-farm site assessment. Following the on-farm site assessment, the AgrAbility Program Manager will create the Assessment Report and submit a copy to the Counselor within 2 weeks (along with the invoice submission) and schedule an appointment with the Counselor to review the report at that time.
17 The AgrAbility Assessment Report will include, if needed, a referral to the VR or VS AT Unit, regarding the following: Vehicle Modifications (Non-Farm related), Wheelchairs and Seating Positioning, Computers and Home Modifications.Counselor will complete comprehensive assessment and plan development with consideration of farm assessment report priorities. Future amendments may be needed for inclusion of VR or VS AT Unit recommendation(s).The AgrAbility Project receives an updated monthly AWARE report regarding information on partner cases. The report includes the following: Case Notes, Client Name, Client ID, Case Status, Application Date, Eligibility Date, Plan Date, Staff Assignment (Area/Field Coordinator/Supervisor/Counselor), Disability Status (Priority Group/Impairment/Cause/SSA Status), Open Cases Planned Services, Service Category (Start Date/End Date), Authorization History, and Payment History.Case work will continue to achieve successful closure. Counselor will authorize final payment to the AgrAbility Project upon invoice submission.