1. Work Incentives Planning and Assistance National Training and Data Center Entering Data in ETO to Accurately Reflect WIPA Service Delivery – Part 2 September 2015

2. 2 Learning Objectives Understand the overall importance of timely, accurate and complete data entry. Know which beneficiaries to enroll in the WIPA program, and how to accurately record data (what and when) on WIPA services provided. Understand the definition of efforts and when they should be entered. Understand how and when to properly record follow-up assessments. Understand how to connect with, and access available ETO resources.

3. 3 Working in the WIPA Program

4. 4 WIPA Program Who do you enter into the WIPA program? What must be entered into the WIPA program? Uploading Beneficiary documents in the WIPA program. Who do you dismiss from the WIPA program? Tips for entering beneficiary information in the WIPA program.

5. 5 Who do You Enter into the WIPA Program? Criteria to trigger WIPA Program enrollment consists only of the following: – The CWIC offers to provide individualized services to the beneficiary, – The beneficiary expresses a desire and willingness to receive these services, AND – The CWIC begins providing individualized services (i.e. beneficiary provides signed releases, CWIC interprets BPQY provided by beneficiary)

6. 6 Who do You Enter into the WIPA Program? Keep in mind that anyone who is deemed eligible for WIPA level services must initially be enrolled in and then dismissed from the I&R program prior to entry into the WIPA program NEVER enter a beneficiary directly into the WIPA program!

7. 7 Characteristics of Who Gets Enrolled in the WIPA Program Individuals who are already employed with urgent benefits issues that could cause employment loss or reduction. Individuals who are already employed who require assistance with managing work incentives to maximize the financial benefit from working. Beneficiaries who are already employed but are considering a job change of some sort for which work incentives counseling is needed.

8. 8 Characteristics of Who Gets Enrolled in the WIPA Program (continued) Individuals with job offers who need information in order to make a decision about accepting employment or individuals who have already accepted employment and will begin work soon. Beneficiaries who are actively looking for work, receiving job placement / job development services, or are actively planning for self-employment. Individuals who are interested in pursuing employment and need accurate information to access appropriate employment support services. Individuals who are interested in pursuing employment and are strong candidates for PASS or other work incentives.

9. 9 What Must be Entered into WIPA: Enrollments Those eligible for WIPA level services who you begin delivering WIPA services to should be enrolled the WIPA program: – Dismiss the beneficiary from the I&R program with the reason of: ‘referred to WIPA’ Be sure to use the ‘Dismiss Beneficiary’ link on the I&R home page, not the link in the Dashboard – Change program to WIPA Services – Using the ‘Enroll Participant’ link, search for the beneficiary by SSN – Required fields for Intake Page were filled on the I&R program, but be prepared to update demographics as you get more information – SSN is required

10. 10 What Must be Entered into WIPA: Enrollments If a beneficiary was entered in the I&R program without an SSN, then later requests WIPA services: – Update the demographics page (View/Edit Participant) in the I&R program with the SSN and save changes – Dismiss the beneficiary from the I&R program with the reason of: ‘referred to WIPA’ – Change program to WIPA Services – Using the ‘Enroll Participant’ link, search for the beneficiary by SSN – SSN is required in the WIPA Services program

11. 11 Completing Assessments

12. 12 Importance of Assessments Assessments record a baseline and ongoing changes in beneficiary’s status as an indicator of service impact. WIPA Services are all about measurable outcomes! Without baseline and follow up assessments, outcomes cannot be measured and documented. The data collection goal is to document the activities and successes of the WIPA projects and share these results with Social Security and Congress.

13. 13 What Must be Entered into WIPA: Baseline Assessment ALL individuals enrolled into the WIPA program must have a Baseline Assessment completed. ALL sections should be completed, none are optional! – May skip questions that do not apply to particular benefit being received (ex: TWP/EPE for SSI-only beneficiary) A beneficiary only gets one Baseline Assessment. The Baseline Assessment establishes the “start point” in the beneficiary’s employment journey. As changes occur, future assessments will be compared to the baseline to measure beneficiary outcomes.

14. 14 Completing the Baseline Assessment May take more than one sitting to complete (may only get partial info from the beneficiary in one contact). Continue updating Baseline Assessment and save as a draft until the point you have verified all benefits. Once all benefits are verified, the Baseline is complete and saved as ‘final’. No further updates are made to the Baseline Assessment at this point.

15. 15 What Must be Entered into WIPA: Follow-up Assessments Record a Follow-Up Assessment anytime there is a change in the beneficiary’s situation after the baseline assessment is completed. No limit to the number of Follow-Up Assessments. Each time you learn of a change in a beneficiary’s situation, take a new Follow-Up Assessment. Follow-Up Assessments can be pre-populated with information from the prior assessment. A Follow-Up Assessment and an Effort can be completed at the same time, if applicable.

16. 16 Types of Changes in Situation Changes in situation equal recording a Follow-Up Assessment. Examples include: – Start/stop working – Increase/decrease hours or wages – Employer health coverage starts/stops – Work incentive starts/ends – Ticket assignment/unassignment – Changes in benefits received (type, amount, entitlement, etc.)

17. 17 Recording Efforts

18. 18 What Must be Entered into WIPA: Efforts In the WIPA program, efforts are defined as any action with or on behalf of the beneficiary: Every contact, attempted contact, or action with a beneficiary or with another entity on behalf of the beneficiary should be recorded as an effort. In the WIPA program, the ‘value’ section is a choice of: – Provided Problem Solving and Advocacy Services – Provided Work Incentives Analysis Services – Provided Long Term Support Services When capturing contacts where a direct connection is not made with or on behalf of the beneficiary, select the category most appropriate for the reason you called/left message, and indicate in the notes that direct contact was not made.

19. 19 Examples of Efforts Leaving a message for a beneficiary Requesting, or assisting with benefits verification Mailing the beneficiary additional work incentives information Answering questions about the Ticket program Completing or updating the Benefits Summary & Analysis (BS&A) or Work Incentives Plan (WIP) Discussing the BS&A and/or WIP with the beneficiary Assistance with earnings reporting Communicating with VR, EN, or others on the beneficiary’s support team

20. 20 Efforts Reminders Begin entering efforts as soon as the beneficiary is enrolled in the WIPA program. It is not necessary for the baseline assessment to be completed first. Complete the fields on the WIPA Effort that are relevant to the action you are recording. Always complete the ‘time spent’ field, but do not include time spent traveling to or from meetings/ activities. Each time an Effort is recorded, a case note related to the activity may be entered in the notes field. Since Efforts are now recorded for all activities with or on behalf of a beneficiary, it is possible to maintain a complete case note record within ETO.

21. 21 When to Record Efforts Remember the “DATE” acronym – Do At Time of Event! Timely and accurate effort entry is critical in terms of meeting your benchmarks. Entering all efforts as soon as they occur will eliminate the need for intense “back-data entry” days. Immediate effort entry also ensures that critical contacts with the beneficiary and others are not forgotten, and results in a complete electronic case record. If it’s not recorded in ETO; it didn’t happen!

22. 22 Meeting the Efforts Benchmark Benchmark: Number of WIPA enrollees with at least 4 efforts recorded within the first 182 days of enrollment. Calculation: – Numerator = participants active in WIPA Services within the date range who had more than 3 efforts recorded before their 183 rd day of enrollment. – Denominator = participants in WIPA Services with 4 or more efforts in the first 182 days AND participants enrolled at least 182 days. Goal: 80% of WIPA enrollees will have at least 4 efforts within the first 6 months of enrollment into WIPA.

23. 23 The Effort Screens

24. 24 Caution: watch for date of contact accuracy, default will be day of entry.

25. 25 Value = Provided Problem Solving & Advocacy, Work Incentives Analysis, or Long Term Support Services Time Spent – record in minutes

26. 26 Jackie Case Study - Efforts Jackie is 36 year old SSI beneficiary enrolled in WIPA services. She’s not currently working, but has recent past work; wants individualized services, and wants to pursue future work as her health allows. 5 efforts are recorded between enrollment in WIPA Services and development of the BS&A. Several of the efforts document verification tasks required to finalize the Baseline Assessment. Refer to Case Study document for discussion details.

27. 27 Efforts: Recording BS&A Development Important: Enter only one effort when the BS&A is completed, but include all time spent analyzing the information and developing the report. Record the effort as soon as the first activity related to development of the BS&A occurs. Edit the effort each time additional development activities occur and add details in the case notes box. ONLY check the ‘Completed BS&A’ box when the effort (BS&A) is finished, and change the date of the effort to that date.

28. 28 Example of BS&A Effort

29. 29 Activities Included in BS&A Development Analysis of BPQY, all verification documents received, beneficiary employment plans, and any other pertinent information gathered. Actual writing of the BS&A. Supervisor/peer review of draft BS&A. Finalization of the BS&A. The goal is not to count the BS&A development more than once, but CWICs should document all of the time spent and steps completed in one effort.

30. 30 Jackie Case Study – BS&A Development Effort Refer to Effort #6 in attached Case Study document Total time spent is 285 minutes (4.75 hours) Each individually dated contact or activity point is detailed in the ‘notes’ box with the time segment noted as well. The Date field reflects the final date that the BS&A is completed. BS&A Status field is marked as ‘Completed BS&A’

31. 31 What is NOT Part of the BS&A Development Effort Gathering information and verifications by contacting various providers. (pre-BS&A) Reviewing the completed BS&A with the beneficiary. Answering subsequent questions related to information presented in the BS&A. Developing future BS&A updates. These are all individual, separate efforts!

32. 32 Jackie Case Study – Other Efforts Although it may appear that these efforts could be part of the BS&A development effort, separate effort entries should be recorded for the following activities: Efforts #1, 2 & 3 in attached Case Study document relate to gathering necessary verification for the BS&A, as well as the baseline assessment. Effort #7 captures the review of the BS&A with Jackie and answering her questions.

33. 33 Efforts: Recording WIP Development Important: Enter only one effort when the WIP is completed, but include all time spent discussing potential steps with beneficiary and others and developing the WIP. Record the effort as soon as the first activity related to development of the WIP occurs. Edit the effort each time additional development activities occur and add details in the case notes box. ONLY check the WIP Completed box when the effort (WIP) is finished, and change the date of the effort to that date.

34. 34 Example of WIP Effort

35. 35 Activities Included in WIP Development Discussing beneficiary choices that result in “to do” steps from BS&A review. Confirming participation with other members of the employment support team in relevant action steps Drafting and finalizing appropriate WIP action steps. Mailing / delivering completed WIP to beneficiary.

36. 36 Jackie Case Study – WIP Development Effort Refer to Effort #8 in attached Case Study document Total time spent is 120 minutes (2.0 hours) Each individually dated contact or activity point is detailed in the ‘notes’ box with the time segment noted as well. The Date field reflects the final date that the WIP is completed. WIP Status field is marked as ‘Completed WIP’

37. 37 Editing Efforts Efforts can only be edited by the CWIC who originally recorded the effort. Access previously recorded efforts via the beneficiary dashboard. If the effort you want to edit is not shown in the “Recent Efforts” box, you can review all efforts from the “Action Links” box by searching a specific date range. Remember to update the ‘date’ and ‘time spent’ fields appropriately. Refer to ETO Guidance, Tips and Reminders document for specific how-to steps on editing.

38. 38 Strategies for Recording Efforts Only check the ‘Completed BS&A or WIP’ box ONE time! ‘Completed BS&A or WIP’ should only occur once, all future revisions or updates to either document should be reflected as ‘Updated BS&A or WIP’. Notes should be “just the facts”, no judgment statements. Consider developing standard notes that are regularly used, and copy & paste from a Word document into the “notes” field of the effort to save time. Project may also want to develop some standard shorthand phrases for short contacts.

39. 39 Follow-Up, Effort, or Both? Follow-up Assessments capture information on a change in the beneficiary’s status. Follow-up Assessments do not provide a record or means for tracking the work being completed by the CWIC. Any activity done with or on behalf of a beneficiary is recorded as an effort. If, during the contact being recorded as an effort, you learn that a change has occurred in the beneficiary’s status, also record a Follow-Up Assessment.

40. 40 Follow-Up, Effort, or Both? Example: The CWIC has a conversation with a beneficiary to learn about their current situation, and in the course of that conversation learns about a change in their situation that constitutes a Follow-Up Assessment. Record a Follow-Up Assessment to record the change in the beneficiary’s status. Also record an Effort to capture information (make a case note) about the contact with the beneficiary.

41. 41 Jackie Case Study – Follow-Up Assessment Effort #4 documenting a call with Jackie notes that she has just begun receiving Unemployment Insurance. This change in receipt of benefits results in the completion of a Follow-Up Assessment in addition to recording of an Effort. Efforts #9 and 10 - Although the CWIC had contact with Jackie after the WIP was developed, neither contact resulted in the need for a Follow-Up Assessment, there was no change in situation.

42. 42 Jackie Case Study – Follow-Up Assessment Effort #11 documents a discussion with Jackie that notates another change in situation – a new job. This change requires another Follow-Up Assessment to be completed in addition to Effort #11. Effort #12 documents yet another conversation with Jackie indicating another change in situation – the end of receipt of UI; meaning another Follow-Up Assessment. Note that this is the third time both an Effort and a Follow-Up Assessment are completed to document one point of contact.

43. 43 What Must be Entered into WIPA: Dismissal Dismissing from WIPA is NEVER required and is not recommended; it is an optional action – for example: – Incarcerated – Moved out of service area – Passed away – Referred to WIPA program – Unable to contact – WIPA needs met – Declined additional services

44. 44 Tips for Entering Data in the WIPA Program Make sure the beneficiary is enrolled in and dismissed from the I&R program before enrolling into WIPA Make sure you are in the WIPA program (not I&R) before entering data about WIPA services When searching for beneficiaries by SSN, do NOT include dashes. Be consistent in data entry on baseline and follow up assessments in terms of Ticket usage and VR involvement fields. Check and double check your entries for transposed numbers and spelling.

45. 45 WIPA Program Summary Enroll: All beneficiaries who receive individualized counseling and planning must be enrolled into WIPA – Enroll in and then dismiss from I&R before enrolling in WIPA Assessments: Complete a Baseline Assessment for EVERYONE enrolled in WIPA – Baseline is completed once all benefits have been verified Assessments: After Baseline, complete a Follow-Up Assessment anytime you learn about a change in a beneficiary’s situation Efforts: Complete an Effort for any action involving the beneficiary or engaged in on behalf of a beneficiary beginning at the point of enrollment in the WIPA program Dismissal: Never required

46. 46 Uploading Beneficiary Documents in ETO Upload function is accessed from the ‘Beneficiary Assessment’ link on the home page. 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

47. 47 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)

48. 48 Reminders 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.

49. 49 Where to Go for Assistance – Resource Documents www.vcu-ntc.org has a designated ETO page that contains many valuable resource documents. www.vcu-ntc.org

50. 50 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 computer 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.

51. 51 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

52. 52 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?