Cascades Region Client Casework Job Tool Last Revised January 26, 2016 Client Casework Job Tool 1
Table of Contents Table of Contents... 2 Substantive Updates... 3 Section 1: Casework Follow-up... 4 1) Identifying cases requiring follow-up... 4 2) Conducting Follow-Up Interview and Casework... 5 3) Unable to Reach the Client for a Follow-Up Interview... 6 4) Document Follow-up in CAS 2.0... 6 5) Client-initiated appeals procedure... 6 Section 2: VSP Gift Certificates... 7 1) Issuing VSP Gift Certificates... 7 2) Documenting VSP Gift Certificates in CAS... 7 3) What can the VSP Gift Certificate not be used for?... 8 4) Instructions for Issuing a VSP Certificate... 9 Section 3: Supervisor Reviews... 11 1) Initial Casework Supervisor Review:... 11 2) Final Casework Supervisor Review... 13 3) Supervisor Emails... 14 Appendix A: Casework Follow-up Tool... 15 Appendix B: Supplemental DCA Roadmap... 17 Appendix C: Supplemental DCA Tool... 18 Appendix D: DCA Price List... 20 Appendix E: Positions Referenced... 21 Client Casework Job Tool 2
Substantive Updates September 2015: On September 30 the Red Cross rolled out the new Direct Client Assistance Model. There are updates throughout the entire job tool document to align with this model. Client Casework Job Tool 3
Section 1: Casework Follow-up Caseworkers and/or disaster action team (DAT) responders conduct follow-up casework to provide casework and recovery planning services to assist families that have been affected by a disaster. Depending on the identified client needs, caseworkers or DAT responders may offer clients the types of casework and recovery planning services described below. Type Recovery Planning Disaster Recovery and preparedness information Referrals Problem solving Advocacy Description Caseworkers work with clients to help them develop and take charge of their own recovery planning. Clients then implement their recovery plans with caseworker and/or DAT responder support during follow-up. This is the primary focus in the follow-up conversations between the caseworker and the client. Caseworkers and/or DAT responders provide information to orient clients to available resources. This includes information about community recovery programs and services, as well as information on disaster preparedness, safety and mitigation. For clients requesting needed services from other agencies, caseworkers and DAT responders consult the CAS 2.0 Resource Directory to identify and make referrals to available assistance. Caseworkers and DAT responders advocate for clients who request this assistance and have indicated appropriate information sharing options. Advocating for the client means working for the client s best interests in pursuing eligibility for assistance from public and private resources. The second contact the client has with the Red Cross (through a caseworker or DAT responder) is the time to ensure recovery planning is occurring, provide referrals and offer advocacy as appropriate. The second conversation will most likely occur via a phone call to the primary client. Clients must receive an initial casework follow-up phone call within 72 hours of the disaster. After the initial follow-up, additional follow-up should occur approximately once per week (or as determined by the caseworker providing follow-up casework recovery planning assistance). Follow-up contacts should continue until the client indicates they can manage their recovery without further assistance from Red Cross. 1) Identifying cases requiring follow-up There are several ways to locate new cases that have recently been created, use one of the following: Receive disaster response notifications from the duty officer via email by subscribing to the Cascades Region Response Notification Group by sending an email to amanda.bates2@redcross.org. In the subject line please put Notification Request. Log into Volunteer Connection (https://volunteerconnection.redcorss.org), from My Groups, select All Volunteers (Humanitarian and PHSS). In the news tab are the most recent disaster response notifications. You can also choose to subscribe to nightly updates by selecting the link Click Here to Subscribe to Nightly Updates. Log into the Client Assistance System (CAS) (https://cas-pacific.communityos.org), select CAS 2.0 My Tools and click Case Search. Determine the search criteria, for example, when searching for call cases in Lane County: a. Pre-Disaster County begins with Lane b. Select Search Client Casework Job Tool 4
If searching my Servicing Chapter, the chapters in the Cascades Region are: a. American Red Cross of Central and Eastern Oregon; b. American Red Cross of Northwest Oregon; c. American Red Cross of Southwest Oregon; d. American Red Cross of Southwest Washington. 2) Conducting Follow-Up Interview and Casework Utilize the Casework Follow-Up Tool in Appendix A as a guide when contacting the primary client for follow-up recovery planning assistance. Provide recovery information Caseworkers should be prepared to offer clients: Personal Recovery Information: o personal identification and document replacement, o how to reconnect with previous social services programs, o governmental assistance information, o community resource listings, o client financial and tax matters, o disaster preparedness. Home Recovery information: o clean-up information and suggestions*, o home repairs*, o disaster mitigation (such as mold remediation)*, o renter and homeowner rights and insurance, o locating rentals and available housing. * Caseworkers should not make recommendations for specific for-profit clean up, repair or mitigation service providers. Instead, clients should be encouraged to utilize organizations such as the Better Business Bureau. Provide referrals A referral is a recommendation given by a caseworker or DAT responder to an internal Red Cross service or to an external partner agency or government agency requesting assistance for a client. Referrals are documented in CAS 2.0. Documenting Referrals in CAS 2.0 All clients should be provided with referrals to external agencies when the caseworker is aware of a program or service that may address a recovery need of the client. To document the referral in CAS 2.0 go to the Referral/VSP tab. Under temporary agency referrals enter the following details: agency name, street address, city, state, zip, county, phone number. In addition to documenting the referral on the Referral/VSP tab, enter a note in the narrative about the need being addressed through the referral. For example, Referred client to the Community Warehouse for replacement furniture, client appointment setup for xx/xx. Client Casework Job Tool 5
3) Unable to Reach the Client for a Follow-Up Interview Leave a message identifying yourself as a Red Cross caseworker or DAT responder and that you are contacting them to follow up and check on the status of their recovery. Provide a number where the client can call to speak with a caseworker if they need any additional assistance. Do not provide clients personal contact numbers. 4) Document Follow-up in CAS 2.0 In the narrative section of CAS 2.0: Type a summary of the conversation (including details collected from the interview notes page), including any changes to the client s recovery plan. o If unable to reach the client, make a note in the narrative that the client was called and that a message was left. Note any commitments you made to the client to send information, call them at another time, appointments made or actions needed. Document any actions taken by you, such as issuing referrals, contacting disaster health services (DHS) or disaster mental health (DMH), making a recommendation for supplemental direct client assistance, or providing supplemental direct assistance. When no additional assistance is needed, document that the client states, No further Red Cross assistance is needed. 5) Client-initiated appeals procedure A client may initiate an appeal concerning Direct Client Assistance. The caseworker must document the appeal and direct it to their casework supervisor or disaster program manager s (DPM) attention. The caseworker should document the following details for as part of the appeal: What is the disaster-caused need the client is seeking assistance for? What action(s) have the caseworkers taken to identify other resources or referrals to address the disastercaused need? What are the extenuating circumstances related to the disaster and the appeal. Casework supervisors or disaster program managers notified of an appeal will review the appeal and contact the Direct Services Support Manager for guidance on the appeal. The caseworker initiating an appeal will be notified of any decision and will communicate the decision to the client. Client Casework Job Tool 6
Section 2: VSP Gift Certificates The American Red Cross has an established collaboration with Vision Service Plan (VSP) to provide gift certificates to Red Cross disaster clients that lose their glasses as a result of a disaster. Services provided VSP include a free eye exam from a VSP participating doctor and eyeglasses. In order for individuals to be eligible DHS needs to verify the following: 1. eyeglasses were lost during a disaster, and 2. client is not eligible or not enrolled in a vision insurance program that will provide replacement glasses. 1) Issuing VSP Gift Certificates During casework follow up the caseworker may see a notation that the clients have lost glasses. If DHS has not made contact with the clients, notify the on-call DHS staff person of the loss so that they can contact the client to verify eligibility. Upon verification from DHS that the client(s) are eligible for VSP services: Contact the client(s) and determine a process for issuing the VSP Certificate (i.e. setup a time for the client to meet with a caseworker to issue the certificate in person or verify an address where the certificate can be mailed). Issuing the gift certificate in person: Make a note of the VSP certificate number in the upper right hand corner of the VSP certificate. Write the name, address and date of birth of the client the VSP certificate is to be issued. Review the VSP certificate and instructions sheet with the client. Document the VSP in CAS. (see below) Issuing the gift certificate via the mail: Make a note of the VSP certificate number in the upper right hand corner of the VSP certificate. Write the name, address and date of birth of the client the VSP certificate is to be issued. Mail the VSP Certificate and an English and Spanish patient instructions sheet to the address provided by DHS. Document the VSP in CAS. (see below) 2) Documenting VSP Gift Certificates in CAS Log into CAS and select the Referrals/VSP tab. Scroll to the Other Assistance Gift Cards VSP section and click the [+/-] DO# type: IKD Voucher [VSP Certificate Number] VSP Number of People: type 1 Click, Add Merchant, click Merchant Search, and enter VSP as the name and select Search. Select the VSP option that has no address. Click, Submit Client Casework Job Tool 7
3) What can the VSP Gift Certificate not be used for? The following services are not covered through the VSP Gift Certificate: elective contact lens plano blended bifocals solid tints and dyes progressive multifocal scratch resistant coating high index color coating photochromic mirror and ski type coating polarized/laminated rimless mounting ultraviolet protection Client Casework Job Tool 8
4) Instructions for Issuing a VSP Certificate 1. Free eye care services are valid only for persons who meet the following eligibility criteria: Lost eyeglasses during a disaster, and Not eligible or not enrolled in a vision insurance program that will provide replacement glasses. 2. Prior to mailing VSP Certificate, write in the client s name and address in the patient s name and address section of the VSP. Instruct the client to complete their social security number and date of birth boxes on the VSP gift certificate (see illustration). 3. Instruct the client to make an appointment with a VSP doctor. VSP doctors can be found by calling: 800-877-7195 or by going to www.sightforstudents.org When calling 800-877-7195 (an option for Spanish is available) to setup an appointment, the client will go through an automated phone tree. When asked about what you are calling about state, doctor s list. When asked for ID number or last four digits of the social security number, state or press, 0000. When asked, provide client phone number. Tell the office when speaking to the doctor s office representative, the client needs to state, I have a VSP Gift Certificate. 4. Remind the client that they must bring the VSP Certificate to the appointment in order to receive services. One gift certificate per client. Instructions for using the VSP Gift Certificate Client Casework Job Tool 9
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Section 3: Supervisor Reviews Casework Supervisors ensure that assistance provided to disaster clients is consistent and timely for disaster clients. 1) Initial Casework Supervisor Review: Casework supervisors complete an initial review within 72 hours of case creation. The casework supervisor completing the initial supervisor will generally be an individual that is within the local geographic area of the response. Initial Supervisor Review Tasks Was the case associated with the correct event? If incorrect event is attached to a case, complete the following: In the event section on the household tab page, click Remove, and then click on Add Event. Select correct event from the drop down list, search for an existing event, or add a new event, if necessary. Document any corrections in the case narrative. Was the livability verification completed? If the verification was by two Red Cross responders, was the second responder names listed under the second responder affirming livability in the client tab of CAS 2.0? Were duplicate cases entered for this client or family in CAS 2.0? To ensure that duplicate cases do not exist, search by address and then by name. o If a duplicate case is created, contact the DAT that created the case to determine duplicate and prepare duplicate case to be closed. Does the immediate direct client assistance item quantity = total number of family members? Has the following information been entered accurately in the case record: Family member names? Family member birthdates? Relationships to the primary client? Was the client consent choices completed? If missing, contact the responder that is identified as the interviewer in CAS 2.0 and verify if client consent was completed. If no options are selected, consent should be considered to be Declined. Does the livability option (livable or not livable) selected and affirmed in the case record match the CAC immediate assistance item selected? Did the follow-up contact with the primary client occur and was it documented within 72 hours, or is there documentation that two attempts have been made to contact the client using all available contact information? Was the client s recovery planning entered in the narrative notes? Was the client s recovery planning updated after the follow-up visit or phone call? Were referrals issued in CAS 2.0 that match the client s identified unmet needs for appropriate and available community partner resources? Have the clients whose homes are not livable been assessed for supplemental direct client assistance, and was one of the following options selected? not qualified, not at this time, option A, option B option C. Client Casework Job Tool 11
If supplemental direct client assistance is recommended: Was the supplemental direct client assistance approved or declined? Was the decision documented in CAS? If approved, was it issued and did the caseworker document that the client was notified? Were any RDO exception requests acted on? If health services or disaster mental health was marked as needed, contact the on-call disaster health services or disaster mental health responder through DCSOps to ensure assistance is provided. Did any narrative notes include information that belongs in another text or check box in CAS 2.0? If yes, make corrections and provide notification to the disaster program manager of the errors. Enter the review/approval notes in the CAS 2.0 case narrative field. Type, Initial Supervisor Review complete. Complete the initial case review by selecting the initial review completed in the case review tab of CAS 2.0. Client Casework Job Tool 12
2) Final Casework Supervisor Review When a client indicates that they can manage their recovery without further assistance from the Red Cross, the caseworker sets the casework supervisor actions, case status to review. The casework supervisor completing the final supervisor review is an individual from outside of the local geographic area of the case, and has not been involved in providing assistance or providing follow up assistance on the case. The final supervisor review is to be completed within 45 days of the case creation date. For any question the answer is no, take the appropriate action to complete the task. Final Supervisor Review Tasks Was the initial casework supervisor review completed? Was the follow-up contact with the primary client made and documented 72 hours, or is there documentation that two attempts have been made to contact the client using all available contact information? Was the client s recovery planning entered and updated on follow-up? Have the clients whose homes are not livable been assessed for supplemental direct client assistance and documented as one of the following: not qualified, not at this time, option A, B, or C. Have the client s identified unmet needs been matched with appropriate available community partner resources and referrals issued in CAS? Are health services and mental health services marked as complete? If no, notify the Regional Disaster Health Services Lead or Disaster Mental Health Lead as appropriate to have follow-up completed. If supplemental direct client assistance is recommended: Was the supplemental direct client assistance approved or declined? Was the decision documented in CAS? If approved, was it issued and did the caseworker document that the client was notified? Were all RDO exception requests acted on? For RDO exception requests that were approved, were they documented and issued appropriately in a timely manner? Has the client indicated that they can manage their recovery without further assistance from Red Cross? Is this an appropriate assessment? Has the fiscal review for each client assistance card disbursement (load) been documented? Select final review completed in the case review tab of CAS 2.0 and document in the case narrative that the, Final Supervisor Review is complete. Update the case status to Closed when the final supervisor review and fiscal review(s) for all financial assistance is complete. Client Casework Job Tool 13
3) Supervisor Emails Individuals that are performing the supervisor review need to work with their disaster program manager (DPM) to establish a follow up procedure for communicating their review results (i.e. who to send the email to). At a minimum, a report should to be generated when issues are identified. It is advisable that a report should also be generated to highlight when good casework is performed too so that positive practices are reinforced and responders receive recognition for doing a good job. If a case is identified as ready for review, but the disaster health services or disaster mental health drop downs are marked as needed, the following actions should be taken: Contact the on-call disaster health services responder and ask that they review the case, provide the necessary follow up, and update the drop down to complete when appropriate. If the on-call responder cannot address the need, contact the Regional Disaster Health Services Lead or Disaster Mental Health Lead, as appropriate. For any unusual issues or concerns related to performing reviews, please contact the Direct Services Support Manager for assistance. Client Casework Job Tool 14
Appendix A: Casework Follow-up Tool The following checklist supports consistent and standard casework and recovery planning services provided to all clients. Use this checklist to successfully complete a follow-up visit or phone call with a client. This job tool should be used in conjunction with the Casework and Recovery Planning Standards and Procedures. A caseworker must contact the client for a follow-up visit or call within 72 hours of case creation to offer appropriate services and assess qualifications for Supplemental Direct Client Assistance. When making follow-up contacts from a personal phone number, block your number (using #67) so that it doesn t show up on the client s caller ID. Primary client name: Primary client phone: Task Before calling the client, review the client s case in CAS 2.0. Note any tasks identified in the client s recovery plan. Review the assistance already provided. Disaster Health Services / Disaster Mental Health follow up, if needed? Yes Contact the appropriate disaster health services/mental health services and make note in CAS that disaster health services or mental health was notified. No Identify yourself as a Red Cross caseworker or DAT responder and ask how the client is doing in their recovery. Listen carefully, as the client may provide clues of roadblocks they are facing and their current emotional status. Show empathy and professionalism. Focus the conversation on the client s recovery, not on pre-disaster circumstances. Ask the client the following questions: Have you completed the tasks identified in your recovery planning? Are you moving forward in your recovery and reconnecting with your family s social support network? Do you have a caseworker of any kind in another organization? Have you contacted your landlord, insurance company, utility companies, employers and children s schools? Do you have any connections to a faith-based or community group? Notes Client Casework Job Tool 15
Do you have an active-duty or veteran status with the military? What are your plans for long-term housing? NOTE: Schools are required to provide transportation for students to and from school, even if the students are temporarily outside of the school s primary boundary Identify the client s disaster-caused needs: Provide and document referrals to community partners and government agencies. Make internal referrals to disaster mental health or health services. Offer to advocate for the client if a need for advocacy is identified. Suggest steps to be added to the client s recovery plan. Determine if clients whose homes are not livable qualify for supplemental direct client assistance. See Appendix C: Supplemental Direct Client Assistance Tool Revise the client s recovery planning in CAS 2.0, where appropriate. Include any new client tasks with a timeline for completion. If additional referrals are provided, document referrals given in the Referrals/VSP tab of CAS 2.0. Confirm that the client has received preparedness information to mitigate future disasters, such as contents insurance or a family emergency plan. Remind the client that client assistance card funds must be used within 45 days of the disaster. Take any needed action to bring an issue or supplemental direct client assistance recommendation to a supervisor s attention. Document client tasks and next steps in concise case notes. Ask if client has any questions. Thank them for their time and close call. In the CAS 2.0 case record, enter your name, today s date and document Follow-up: Successful. Make a note in the Follow Up tab, the next follow up date. NOTE: Following entry into CAS 2.0, this checklist must be shredded if any client information has been recorded. Client Casework Job Tool 16
Appendix B: Supplemental DCA Roadmap Client Casework Job Tool 17
Appendix C: Supplemental DCA Tool The following checklist is to assist responders providing follow-up assistance to assess the eligibility for supplemental direct client assistance and provide a recommendation. 1 The caseworker screens the case for: Is the client s home not livable The caseworker must document a supplemental direct client assistance assessment for each client whose home is not livable (may be a recommendation or another selection). Only these clients are potentially qualified for supplemental direct client assistance. Was the case created within the last 30 days? To qualify for supplemental direct client assistance, the client s case must have been created within the last 30 days. The client has NOT already received supplemental direct client assistance? Does the client have qualifying recovery gaps essential to their recovery process? The client may be recommended for supplemental direct client assistance if they have not already received it. A client may qualify for supplemental direct client assistance if they have one or more of the following gaps: - Appliance - Home repair - Housing - Moving Expenses - Occupational needs (for work or school) - Other need that supports the client s recovery plan requires Regional Disaster Officer Approval 2 If the screening criteria are met, the caseworker assesses the client for supplemental direct client assistance qualifications: all must be true for client to be recommended for supplemental direct client assistance: Are the client s personal resources depleted? Is there insufficient community assistance? Does the client have two or more recovery roadblocks? This criterion is met if the client is unable to access adequate financial resources for essential needs or social support network no longer functioning. This criterion is met if the client is unable to access needed assistance from community organizations and county, state, or federal programs. This criterion is met if the client has two or more or the recovery roadblocks listed below. Client Casework Job Tool 18
The client must have two or more to be recommended for supplemental direct client assistance. Financial Household Current living expenses unsustainable Health services confirmed health condition Serious loss of income or employment Disaster mental health confirmed recovery roadblock Impacts not covered by insurance Needs support reading or speaking English Government assistance is inadequate Disability or access and functional need Child 5 years of age or younger Primary client is over 70 Will not return to live in primary residence 3 Once the caseworker has completed the assessment of qualification for supplemental direct client assistance, they document the assessment outcome in CAS 2.0 by selecting a supplemental DCA recommendation. Not qualified The client s home was livable OR the first client meeting was over 30 days ago OR the client has no identified recovery plan gap need. Not at this time Caseworker performed the assessment and is not making a recommendation at this time. - Option A: $100 - Option B: $200 - Option C: $300 If the client is qualified, the caseworker must ask the client to state the cost of the service or item needed and selects the single option that is closest in value, in order to make a recommendation to the casework supervisor on behalf of a client with all qualifications documented. Supplemental direct client assistance does not provide the precise cost of that item or service; it is assistance to help the client move forward. 4 The caseworker documents their findings in CAS 2.0 in the follow up tab If the caseworker is recommending that supplemental direct client assistance is provided. The caseworker then selects Follow-up Priority: High and communicates with the casework supervisor the same day to ensure the supervisor is aware that the supplemental direct client assistance recommendation and option selection are waiting for supervisor action. 5 The casework supervisor approves or declines the supplemental direct client assistance recommendation and option selection and documents this in CAS 2.0. If the supervisor approves the option, the supervisor contacts the caseworker to reload the client assistance card and inform the client. If the card was lost or will reach the maximum load of $1500, the caseworker must arrange for a new client assistance card to be issued to the client. In circumstances where a responder cannot meet in person to issue a supplemental card, get an address for the client and send the CAC via FedEx. If the supervisor declines the recommendation, the supervisor must inform the caseworker. The caseworker must then inform the client. Client Casework Job Tool 19
Appendix D: DCA Price List Client Casework Job Tool 20
Appendix E: Positions Referenced Direct Services Support Manger Duty Officer Regional Disaster Officer Regional Disaster Mental Health Lead Regional Health Services Lead Curtis Peetz rotates Cara Sloman Carol Gross Janet Bailey Client Casework Job Tool 21