1. Entering Data in ETO to Accurately Reflect WIPA Service Delivery – Part 1 2017

2. Learning Objectives
Understand the purpose of data entry in the Efforts to Outcomes (ETO) system.
Understand the structure, terminology, and basic navigation of ETO.
Learn the basic features of the I&R program and the WIPA program, and understand the critical first steps taken 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. WIPA Data Collection: Efforts to Outcomes (ETO)
WIPA Requirements detailed in 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 personally identifiable information (PII) in any other data collection system.

4. Purposes of ETO Data Entry
Provide a record of services provided to individual beneficiaries for case management purposes;
Provide a record of baseline and ongoing changes in a beneficiary’s status, as an indicator of service impact;
Provide a vehicle for beneficiary referrals for WIPA Services from the TtW Help Line;
Provide data for WIPA managers to use in quality assurance or program improvement efforts; and
Reporting to Social Security Office of Research, Demonstration and Employment Support (ORDES) on WIPA service delivery and beneficiary outcomes, including WIPA benchmarks.
Remember, not a time-keeper!

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. Overview of the ETO Data System

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. 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. Tips for Using ETO
You may only access ETO on your WIPA laptop using Internet Explorer as your browser.
Use only ETO navigation, and not the forward and back buttons in Internet Explorer.
There is a specific timeout period.
After 20 minutes of inactivity you will be automatically logged out.
Your security certificate may also prompt you to re-enter your PIN.

10. ETO Terminology “Participant” refers to the beneficiary.
“Touchpoints” consist of three distinct items you record for beneficiaries:
Baseline Assessment
Efforts
Uploads

11. Logging In to ETO Software
Your username is your address. Both your username and password are case-sensitive.
All logon credentials were provided to you by the ETO Technical Help Desk.

12. Basic Navigation
The Home Page contains links to all the work you will do in ETO.

13. Basic Navigation
At the top center of the page, you will see the name of the site and program you are currently working in.
You can change programs by clicking on the name of the current program and choosing from the dropdown box.

14. Basic Navigation
Under the site and program links, there are a series of tabs to several ETO features that you can use to manage your work.
Home
Quick Search
To Do List
Messages
My Dashboard
You will find instructions on using these tabs in the document called “ETO Data Entry Guidance, Tips and Reminders”.

15. Basic Navigation
Other important links at the top right of the home page include:
Your Name
Home Page
Help
Log Off

16. 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

17. Basic Features Available in Both Programs
Within each program, ETO has features that allow you to complete certain tasks.
Enrollment : Entry of a beneficiary into each program
Efforts (Touchpoints): Forms that document the contacts and case notes on the services you provide a beneficiary. Also tracks changes in status over time.
Upload (Efforts Touchpoint): The feature that allows pertinent documents to be added to the beneficiary record.
Dismissal: The feature in ETO that makes a beneficiary’s case inactive. Beneficiaries that are dismissed can be reactivated.

18. Critical First Steps
Before you enter a new beneficiary in ETO or accept a referral from the TtW Help Line you must perform a special search.
Click on the first link on the I&R Home Page called “Search for Current WIPA and BOND Beneficiaries”
Enter the beneficiary’s Social Security Number. (SSN). Do not include dashes or spaces, just nine digits. Hit “Continue” for search results.

19. Critical First Steps
Using the “Search for Current WIPA and BOND Beneficiaries” helps you:
Avoid entering duplicate beneficiary records, and
Identify current and former BOND beneficiaries.
Do not substitute with Quick Search function.
Refer to the document called “ETO and BOND Processes” for additional information.

20. Ticket to Work Help Line Referrals to WIPAs

21. Help Line CSRs as Part of the WIPA Team
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!

22. TtW Help Line Roles
Assist beneficiaries to make informed choices about:
Ticket to Work use;
Employment Network selection; and
State Vocational Rehabilitation agency participation.
Provide basic work incentives information to eligible callers.
Operate as an intermediary service that makes referrals to WIPA projects.
Provide other I&R referrals for non-WIPA services.

23. WIPA-Related Help Line Roles
The Help Line is frequently the first point of contact, and can triage callers to determine their needs.
Help Line CSRs encourage callers to pursue employment by providing general information to encourage the beneficiary to see the benefits of working.
CSRs ask probing questions to identify the individuals who NEED individualized WIPA services, and facilitate and encourage the connection to WIPA via a referral.

24. 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 Referral Notes have been completed.
Beneficiaries expect follow-up contact from WIPA project within 3-5 business days of referral.

25. Initial Eligibility Screening
Help Line Specialists verify beneficiary eligibility for WIPA services based on information in iTOPSS 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.

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

27. Help Line ETO Referral Notes
County of Residence:
Ticket Assignment Status:
Employment Status and Details:
Best Time/Number to Call:
Other Beneficiary Concerns:
Privacy Statement Read: yes / no

28. TtW Help Line and Transition Age Youth
Social Security has defined transition-aged youth as those between ages 14 and 25.
For those who have not yet been determined disabled as an adult (under age 18), a separate call flow is used.
Greeting and Verification
The “Message”
WIPA Introduction
Permission to Refer to WIPA
Privacy Statement
ETO Referral
Callers between age 18 and 25, while still considered transition- aged youth and priority referrals, follow the regular WIPA call flow.

29. Additional Considerations – Youth Referrals
Limited probing questions asked determine:
Age,
Type of benefit received,
Interest in working, and/or
Receipt of Social Security’s youth brochure.
Referral notes include:
Ticket Assignment Status: if referral is under age 18, this will show N/A; otherwise, the Ticket status shown in iTOPSS will be reflected.
Special Note: TRANSITION AGED YOUTH

30. View Pending Referrals
Check for referrals from the TtW Help Line in ETO at least once daily.
A system-generated auto- alert will be sent to the WIPA project’s established ETO point of contact notifying of a pending referral.
Auto 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.

31. View Pending Referrals

32. Viewing Referral Information
Click on the link “View Pending Referrals from the TtW Help Line”
Select “A different site within my Enterprise”
Hit “Submit”

33. Accept / Reject Decision
Review beneficiary data in ETO to determine appropriateness of referral using:
Referral Details link (includes referral notes)
Participant Details link (basic demographics)
Prior to accepting or rejecting a referral, go back to the Home Page to check for already enrolled or BOND using the “Search for Current WIPA and BOND Beneficiaries” link.
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.
Remind that referral notes can always be accessed via the CC referrals by date range query

34. Accepting the Referral - Tips
When reviewing the participant details, be sure to make note of the case number.
There’s no need to print out the referral details page or the participant details, it’s all maintained in ETO.
Use the “Messages” tab to communicate securely to other CWICs about accepted referrals.

35. Rejecting the Referral
Reasons for rejecting a referral:
Already Enrolled in this WIPA – Select this option when you are already serving the beneficiary. Review the referral notes and reach out to the beneficiary after rejecting to continue services.
Outside of WIPA Service Area or Referred to Incorrect WIPA – Both options mean the same thing; the beneficiary resides outside your project’s coverage area.
Other – ONLY to be used if the referred beneficiary is identified as a current BOND beneficiary. Send notification to .

36. 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 to contact the beneficiary. The expectation is a minimum of three attempts to contact the beneficiary.
Use various means of contact (telephone, , 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 to as outlined in the “TtW Help Line-WIPA Referral Protocol” documents.

37. Tips for Establishing Contact with Referred Beneficiaries
Identify yourself as “the WIPA” when establishing initial contact with referred beneficiaries.
Beneficiaries come away from the call with the Help Line expecting to be contacted by “the WIPA”.
The referring Customer Service Representative (CSR) provided the beneficiary with the name of your WIPA project/agency as it is listed in ETO.
Send an introductory that includes “WIPA” in the subject line.

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”
It is critical that you review all these documents very carefully.
Documents are posted on ETO Additional Resources page of .

39. Help Line Re-Contact Tips and Reminders
Search for previously referred beneficiaries when a re- contact is received from Help Line, by using the “View/Edit Beneficiary” link on the ETO home page and check the ‘include dismissed beneficiaries’ box.
Limited information will be provided in the . It is enough for you to find the beneficiary record using the “Call Center Referrals by Date Range” report.
Do NOT ask the CSR to provide any additional information via phone or .

40. Help Line Referral Tips and Reminders
CWICs should check at least once per day for new referrals. Do not rely on the system-generated auto to alert you of new referrals.
Carefully check participant details AND referral details prior to making the ‘accept’ or ‘reject’ decision.
Check that the county of residence shown on demographics page matches that shown in referral notes.
Many states have counties with the same name, check to ensure the beneficiary resides in your state.

41. Help Line Referral Tips and Reminders
Difficulty locating an accepted referral:
Enter the case number in the “View/Edit Beneficiary” link search box, NOT in the Quick Search.
Check the demographics page for an extra space in front of the first or last name of the beneficiary.
Viewing original referral notes after accepting - Use the “Call Center Referrals by Date Range report”. Steps are outlined in the document titled “ETO Data Entry Guidance, Tips and Reminders”.

42. Managing Your Work in ETO – Other Helpful Features

43. Overview of Available Features
Three of the tabs at the top of the Home Page are particularly helpful in managing your work in ETO.
To Do List
Messages
My Dashboard

44. To Do List
This tab takes you to your personal To Do List, which shows reminders that you set on the baseline assessment or efforts form.
The baseline and effort forms provide a section to “Schedule a Follow-Up Alert” on either your own, or another staff’s To Do List.
You can set the follow-up date, and record notes to show on your To Do List as a reminder.

45. Messages
Allows you to send and receive messages to other users with access to your ETO site.
This is a secure line of communication within ETO.
It is a great way to alert CWICs of newly assigned cases, new Help Line referrals accepted, or beneficiaries who need additional services.
Text only fields, cannot insert a screenshot or picture.

46. My Dashboard
This dashboard is YOU-centric. It will show recent work recorded in ETO in several categories, including:
Recent Participants
Recent Efforts
Recent Baseline Assessments
Recent Files (Uploads)
Action Links:
View Participant Touchpoints

47. My Dashboard
Within each section of your dashboard, you will see items you have completed for particular beneficiaries.
To the left of each item, you will see four icons that allow you to take specific actions for the item recorded:
Eyeball icon = View
Pencil icon = Edit
+ icon = Add new
Trash can icon = Delete
Clicking on the link for the beneficiary name will re-direct you to the beneficiary dashboard.

48. More Details on Features
You will find detailed information on accessing and using each of the previously mentioned features in the document titled “ETO Data Entry Guidance, Tips and Reminders”, which is posted on the ETO Additional Resources page of .

49. Where to Go for Assistance with Technical Issues
Requests for assistance with technical issues should be directed to:
WIPA Technical Help Desk
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.

50. 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 review TtW Help Line referrals; when to dismiss someone from I&R; how to complete the baseline assessment; when and how to enter efforts to reflect services provided; or interpreting and understanding ETO reports.
For TtW Help Line referral issues, also contact Laura Coffey at
Please also copy your VCU TA Liaison on all requests

51. Final Thoughts
Timely, accurate and complete data entry is CRITICAL!!!!
Contact your ETO TA Liaison for questions about what to enter:
Laura Coffey
Questions?