1. Work Incentives Planning and Assistance National Training and Data Center Entering Data in ETO to Accurately Reflect WIPA Service Delivery – Part 1 September 2015

2. 2 Learning Objectives Understand the purpose of ETO data entry. Know what data to enter and when to enter it in the I&R program. Understand the Ticket to Work (TtW) Help Line referral process and protocols. Know where to go for help with technical and programmatic questions.

3. 3 WIPA Data Collection: Efforts to Outcomes (ETO) WIPA Requirements detailed in 2015 Terms & Conditions: CWICs must collect and report beneficiary information (to include the Social Security Number, name, address, and work activity) required by Social Security for evaluation and statistical purposes only. CWICs must enter beneficiary data including Personally Identifiable Information (PII) into the Social Security approved National WIPA Data Collection System (ETO), and only via the Social Security furnished laptops. Projects are not authorized to maintain beneficiary PII in any other data collection system.

4. 4 Purposes of ETO Data Entry Record of services provided to individual beneficiaries for case management purposes. Record of baseline and ongoing changes in beneficiary’s status – indicator of service impact Vehicle for beneficiary referrals for WIPA Services from the TtW Help Line Record of activities used by WIPA managers for quality assurance / program improvement efforts Reporting to Social Security Office of Research, Demonstration and Employment Support (ORDES) on WIPA service delivery and beneficiary outcomes, including WIPA benchmarks

5. 5 Importance of Accurate ETO Data Entry ORDES is committed to evaluating the overall WIPA program and the performance of each project. – ORDES requires accurate and complete information from each project, as captured through the ETO data system, to assess and monitor individual project performance – Data collection goal: document the activities and successes of the WIPA projects and share these results with Social Security and Congress

6. 6 Overview of the ETO Programs

7. 7 Basics of Accessing the ETO Data System ETO is an internet based data collection system WIPA ETO ‘enterprise’ has a separate ‘site’ for each WIPA, as well as a site for the TtW Help Line Only WIPA & TtW Help Line personnel who have favorable level 5 suitability determination are permitted to access ETO Each person authorized to access the WIPA ETO system will have a security certificate installed on his/her Social Security furnished laptop, and will be assigned his/her own unique user name and password (MAY NOT BE SHARED)

8. 8 Basics of Accessing the ETO Data System CWICs, Intake Specialists, I&R Specialists have a ‘staff’ user role WIPA managers, administrators, report writers have a ‘program manager’ user role with all functions of a staff role, plus ability to: – View the efforts that have been entered by other staff – View the items listed on a particular staff's To-Do list (reminder function) – Run reports that have been scoped to the level of Program Manager (generally those that run data across a program covering all staff in the program)

9. 9 A Basic Overview of ETO: Two Programs The data system consists of two separate programs: – WIPA Initial Contact & Demographics (I&R program) – WIPA Work Incentives Planning & Assistance (WIPA Services program) All beneficiaries start by being enrolled in the I&R program I&R program is also used for receiving and processing referrals from the TtW Help Line Beneficiaries who need individualized, long-term services move from I&R and into WIPA Services

10. 10 Basic Features Available in Both Programs Within each program, ETO has features that allow you to complete certain tasks. 1. Enrollment : Entry of a beneficiary into each program 2.Assessments: Forms in ETO that capture information about the beneficiary’s status and changes in status over time 3.Efforts: Forms that document the contacts and case notes on the services you provide a beneficiary 4.Dismissal: The feature in ETO that makes a beneficiary’s case inactive. Beneficiaries that are dismissed can be reactivated.

11. 11 Where to Go for Assistance with Technical Issues Requests for assistance with technical issues should be directed to: WIPA Technical Help Desk support@wipaccess.com 855-816-0890 Monday – Friday, 8:00am – 8:00pm EST – Examples of technical issues include: activating a secure government furnished laptop and ETO user account, access to ETO, difficulty logging in, finding a beneficiary in ETO, missing data, hardware or software issues, technical difficulties with accessing reports in ETO, how to upload documents.

12. 12 Where to Go for Assistance with Other Issues/Questions All requests for assistance related to entering data on beneficiaries to accurately capture services provided should be referred to Laura Coffey, VCU’s ETO and TtW Help Line Technical Assistance Liaison. – Examples include: determining who to enter into I&R and WIPA services; determining how to view TtW Help Line referrals into ETO; when to dismiss someone from I&R; deciding when a follow-up assessment is necessary; or when to enter efforts into ETO – For TtW Help Line referral issues, also contact Laura Coffey at ljcoffey@vcu.edu ljcoffey@vcu.edu – Please also copy your VCU TA Liaison on all requests

13. 13 Working in the I&R Program

14. 14 I&R Program Who do you enter into the I&R program? What data / forms must be entered into the I&R program? When do you dismiss beneficiaries from the I&R program? Procedures for entering beneficiary information into the I&R program

15. 15 Who do you enter into the I&R Program? Enter all clients who you determine are (1) eligible to receive services from your WIPA project, and (2) actually do receive some services from your project – All services provided by a WIPA project begin with delivering Information and Referral services – Since the I&R program in ETO captures the I&R information, all beneficiaries eligible for your services should be entered in this program

16. 16 WIPA Eligibility Criteria Eligible beneficiaries are: – At least age 14, but not yet full retirement age – Disabled per Social Security’s definition, and – Already receiving (or approved to receive) Social Security benefits based on disability (SSI or a title II disability benefit such as SSDI, CDB or DWB). – WIPA Eligible or Not: A Quick Reference Guide http://www.vcu- ntc.org/resources/viewContent.cfm/746 http://www.vcu- ntc.org/resources/viewContent.cfm/746

17. 17 Only Enter Beneficiaries Who are Eligible for WIPA Services in ETO! Avoid entering individuals who are not WIPA eligible by careful upfront screening. Use the ‘Search for current WIPA and BOND Beneficiaries’ link in advance of entering anyone.Search for current WIPA and BOND Beneficiaries If a beneficiary is entered in ETO, and later determined to be any of the following: – Not eligible for WIPA, – Not in your WIPA service area, – A duplicate entry, or – A BOND participant in the treatment group (T1, T21, T22), Change the beneficiary’s last name to Fake.

18. 18 What Must be Entered into I&R: Enrollments All beneficiaries who are eligible for and receive services, must be enrolled in I&R: – Highlighted fields must be completed to move on: first name, last name, benefits received at intake, how did the customer hear about WIPA, employment status at intake, and program start date – While other fields are not required to move forward in ETO, they are required by Social Security

19. 19 What Must be Entered into I&R: Enrollments SSN is a required field. However, if a beneficiary requests I&R assistance, but is not willing to provide their SSN, WIPAs have two options: – Provide I&R service, and do not enter the beneficiary in ETO, or – Provide I&R service, and enter the beneficiary in ETO, leaving SSN field blank Projects will not be penalized for leaving SSN blank in I&R program.

20. 20 What Must be Entered into I&R: Assessments All beneficiaries eligible for your services must have an I&R Assessment completed. – Required to fill in every section, including ‘time spent’ – Additional I&R Assessments: For beneficiaries who do NOT move into the WIPA program, if a new I&R need arises and WIPA services are still not needed, complete another I&R assessment as needed

21. 21 What Must be Entered into I&R: Beneficiary Efforts (I&R Case Notes or Initial Case Notes) The Efforts feature in the I&R program is completely optional (not used in reports) If you do choose to use it, you can use it to track any activities you do in relation to the delivering the I&R service (including attempts to contact the beneficiary), as well as any additional I&R contacts you have with beneficiary after that service is complete (‘Value’ field will indicate if you reached the beneficiary or not. ‘No’ would be selected if you attempted contact but only left a message.) When recording an effort at the same time as the I&R assessment, it is acceptable to account for the time spent in both places

22. 22 What Must be Entered into I&R: Dismissal Using the ‘dismiss’ function moves the record to an inactive status, but it remains in the database. – Required: Dismiss beneficiaries from I&R before enrolling in WIPA services program – Optional: moved out of service area, deceased, I&R need met, incarcerated

23. 23 Reminders: Dismissals Dismissed cases are inactive and can be re-activated in the I&R Program To re-enroll or re-activate a previously dismissed record, use the ‘Enroll Beneficiary’ link on the I&R home page. Dismissed records are NOT shown in search results when using: – Quick Search (top of page) – Find Participant (right navigation bar) Use ‘View/Edit Beneficiary’ link on I&R home page and check ‘include dismissed participants’ box for full search.

24. 24 Tips for Entering Data in the I&R Program Make sure you are in the I&R program (not the WIPA Program) before you start entering data. Check for duplicates / BOND participation before adding a beneficiary. When searching with the Search for current WIPA and BOND Beneficiaries link, you MUST enter the SSN without dashes.Search for current WIPA and BOND Beneficiaries Double check your entries to ensure accuracy of data (look for transposed numbers, letters, misspellings, etc.)

25. 25 I&R Program Summary Enroll: All beneficiaries who meet WIPA eligibility criteria and for whom you provide at least some services Assessment: Complete an I&R Assessment for everyone enrolled in the I&R program – Additional I&R Assessments under narrow circumstances Efforts: Totally optional; can be used for recording your I&R activity if you choose Dismissal: Dismiss any beneficiary from I&R who will receive WIPA services and enroll into WIPA

26. 26 Ticket to Work Help Line Referrals to WIPAs

27. 27 Help Line Specialists as “Employment Cheerleaders” The mission of WIPA is to provide clear and accurate information to beneficiaries and to promote employment and enhance an individual’s financial independence. The Help Line provides an intermediary service to screen and refine referrals to the WIPA projects. The Help Line and the WIPAs are both on the same team, and have the very same mission!

28. 28 Help Line Specialists as “Employment Cheerleaders” Help Line Specialists can encourage callers to pursue employment by being the “employment cheerleader.” Provide general information to encourage the beneficiary to see the benefits of working. The purpose is to identify the individuals who NEED individualized WIPA services and to facilitate and encourage the connection (referral).

29. 29 Help Line Referrals = Priority Social Security has indicated that referrals received via ETO from the Help Line are to be considered priority status for WIPA services. Initial eligibility screening has been completed by Help Line Specialists. Initial demographics and I&R Assessments have been completed. Beneficiaries expect follow-up contact from WIPA project within 3-5 business days of referral.

30. 30 Initial Eligibility Screening Help Line Specialists verify beneficiary eligibility for WIPA services based on information in iTOPPS system prior to proceeding with their established call flow. Screening process answers the following questions: – Is the caller eligible for WIPA services? – How close are they to working? – What information is needed? – Is the caller an appropriate WIPA referral? Determine where the person is on the Employment Continuum by asking probing questions.

31. 31 Help Line Call Flow Greeting and WIPA Eligibility Verification Summary of Reason for the Call Probing Questions The “Message” WIPA Introduction Work Incentives Information WIPA Re-Introduction/Permission to Refer Privacy Statement/ETO Referral Call Closure

32. 32 Help Line ETO Referral Notes County of Residence: Ticket Assignment Status: Employment Status: currently working, has a job offer, interviewing, actively seeking (completing applications), potential PASS development, etc. Best Time/Number to Call: Other Beneficiary Concerns: Privacy Statement Read: yes / no

33. 33 TtW Help Line and Transition Age Youth Social Security has defined transition-aged youth as those between ages 14 and 25. Youth over age 18 who have had their adult determination of disability can be verified in iTOPPS. For those who have not yet been determined disabled as an adult, a separate call flow is used. – Greeting and Verification – The “Message” – WIPA Introduction – Permission to Refer to WIPA – Privacy Statement – ETO Referral

34. 34 Additional Considerations – Youth Referrals Limited probing questions asked determine: – Age – Type of benefit received – Interest in working I&R Assessment will NOT be completed for transition youth referrals Referral notes include: – Ticket Assignment Status: N/A – TRANSITION AGED YOUTH (CWIC - Please contact the youth or their representative to verify Social Security Disability benefit receipt and eligibility for WIPA services BEFORE accepting or rejecting)

35. 35 View Pending Referrals Check for referrals from the TtW Help Line in ETO at least once daily. A system-generated auto-email alert will be sent to the WIPA project’s established ETO point of contact notifying of a pending referral. – Auto email will only go to one POC per project – All CWICs can check for referrals in ETO Referrals can be accessed by selecting ‘View Pending Referrals’ on the I&R home page.

36. 36 Accept / Reject Decision Review beneficiary data in ETO to determine appropriateness of referral using: – Participant Details (basic demographics) – Referral Details (includes referral notes) Prior to accepting or rejecting a referral, check for already enrolled using the Search for current WIPA and BOND Beneficiaries link.Search for current WIPA and BOND Beneficiaries Accept or reject the referral as appropriate; decision must be made within 2 business days of receipt of referral. Do NOT initiate contact with the beneficiary prior to accepting or rejecting the referral.

37. 37 Establishing Contact with Referred Beneficiaries CWICs must initiate contact with the beneficiary within five business days of the date of referral. Over a period of five to ten business days, attempt - a minimum of three times – to contact the beneficiary. Use various means of contact (telephone, e-mail, postal mail). If, after multiple unsuccessful attempts in the 5-10 business day period, contact is not made; remove the beneficiary by changing the last name to Fake. Send the required protocol email to support@chooseworkttw.net as outlined in the ‘TtW Help Line- WIPA Referral Protocol ‘ documents support@chooseworkttw.net

38. 38 TtW Help Line – WIPA Referral Protocols Protocols outlining referral processes and for handling questions or issues related to Help Line referrals contained in four resource documents: – “TtW Help Line – WIPA Referral Protocols” – “TtW Help Line – WIPA Quick Reference Guide” – “TtW Help Line – WIPA Transition Youth Referral Protocols” – “TtW Help Line – WIPA Transition Youth Quick Reference Guide” Critical to review all these documents carefully Documents are posted on ETO page of www.vcu-ntc.orgwww.vcu-ntc.org

39. 39 Help Line Referral Tips and Reminders Do NOT reply to or forward the system-generated auto email! This email contains PII and should not be replied to or forwarded unless the PII is removed. Carefully check participant details AND referral details prior to making the ‘accept’ or ‘reject’ decision. Search for previously referred beneficiaries when re- contact protocol email is received from Help Line, by using the ‘View/Edit’ link on the ETO homepage and check the ‘include dismissed beneficiaries’ box.

40. 40 Uploading Documents

41. 41 Uploading Beneficiary Documents in ETO The upload feature is available in both the I&R and WIPA programs. There is no limit on the number of documents, size of documents, or frequency of uploads. Since ETO is a Social Security approved and secure environment, WIPAs may upload files with PII. There is no need to remove or limit PII before uploading.

42. 42 Benefits of Uploading Documents Security – all information is in a secure environment Provides back-up; mitigates potential loss of data Access to important beneficiary documents across project staff when back-up coverage is needed

43. 43 Uploading Beneficiary Documents in ETO WIPAs are strongly encouraged to save and upload the following types of documents: Correspondence created / sent to beneficiary or other agencies BS&A reports and WIPs Release of Information forms Signed WIPA program policies, procedures, and rights form(s) BPQY and other benefits verification forms

44. 44 More Types of Documents to Upload Social Security work incentives development forms/documents Work incentives documents for other programs Copies of Individual Plan for Employment or other employment related plan documents Pay records (documentation on pay received, copies of receipts for wage reporting)

45. 45 Procedures for Uploading Beneficiary Documents CWICs are encouraged to upload draft and final versions of the BS&A report, WIP, and other communications. Be aware that simply uploading the BS&A and/or WIP does NOT record it towards meeting the benchmark – you must complete an effort to document completion of a BS&A and/or WIP. Be consistent across staff in labeling types of documents. Note ‘draft’ in the file name when applicable. Refer to handout Uploading Documents for detailed instructions.

46. 46 Final Thoughts Timely, accurate and complete data entry is CRITICAL!!!! Contact your ETO TA Liaison for questions about what to enter: Laura Coffey ljcoffey@vcu.edu 502-479-5865 Questions?