1. Standard Operating Procedures – Case Management
Linda Jaco
Milissa Gofourth
Melinda Fruendt
October 13, 2010

2. Purpose
A 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.
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3. Format Written in a concise, step-by-step, easy-to-read
The information should not be overly complicated
The term "you" should not be used, but implied
Keep it simple and short
Information should be conveyed clearly and explicitly to remove any doubt as to what is required
Use a flow chart to illustrate the process being described

4. Case Management SOP Initial Contact & Information
Outreach – conferences, workshops, etc
Phone call inquiries (toll free line)
Gather needed information
Assign case number
Document in database
Determine what services may be appropriate
Next steps – time frames

5. Provide Information
Refer to appropriate providers, funders, and resources
Mail necessary documents
If farm assessment is needed
Mail AgrAbility Application
Release of Information
Appropriate educational materials
Follow-up as necessary

6. Completing the Application Process
Offer assistance for completing application
If application not received – move client to inactive I&R in database
If application received – move to active client status
Document application information
Staff for potential funding sources

7. Active Client
If disability is a barrier to employment discuss DRS services
Send DRS application and other necessary documentation
Offer assistance with completion of DRS application
If DRS application is not complete proceed to arrange farm-site visit
If DRS application complete – provide to DRS liaison

8. Case Management DRS Client
Coordinate employment services between client and DRS counselor
Once DRS initial interview complete coordinate farm-site visit
Invite DRS counselor
Provide DRS list of co-shared clients monthly

9. Farm-site Visit
Coordinate with AT Act Program appropriate equipment to take for demonstration or short-term loan
Identify any additional supports needed – take materials
Complete draft assessment report
Provide to Counselor with follow-up conversation
If needed request referral for DRS AT Specialist

10. Case Management Continued
Complete DRS assessment report
Finalize priorities based on employment needs
Identify AT needs and vendors
Discuss with client
On going case management
Follow-up on services with client & counselor regularly
Follow-up with vendors, Extension, IFMAPS, etc.

11. Non DRS AgrAbility Services
Farm site visit
Coordinate with AT Act Program appropriate equipment to take for demonstration or short-term loan
Identify any additional supports needed – take materials
Complete assessment report provide to the client

12. Case Management Continued
Coordinate with funding sources
OkAT – the non-profit partner
Alternative Financing Program/Access to Telework Fund, low interest bank loan
PASS Plan other SSA work incentives
Refer to other resources Extension, ABLE Tech, Langston, etc.
Continue on-going case management

13. Case Closures
Based on the joint decision between AgrAbility and Client
Has AT been delivered?
Has AgrAbility done what we have agreed to complete?
Has Client done what they have agreed to complete?
Complete client survey
Success 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 days
Active Clients for Service Delivery
*If client is seeking third party funding - assistance with DRS application
* Process DRS application within 30 days
CASE 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 delivery
CASE CLOSURE
* Obtain customer satisfaction survey
* Create success story

15. DRS Initiatives
Hosted meetings to coordinate DRS to AgrAbility responsibilities
Provided a staff liaison that is has decision making ability
Will host quarterly meetings for DRS and AgrAbility staff
Provides 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.

18. Thank you
Questions