Day 2 — February 14, 2024

#Independent Living Non-Admin Training

Training overview:

The purpose of this training is to provide trainees with a broad overview of the Vocational Rehabilitation Case Management System. Not all categories will have activities due to time constraints.

Home screen > Left Menu

users.

Queues

The different queues available are:

This is a search interface that You can use to search for:

The System automatically saves last search within the same session which gives you the ability to re-run ‘last search’

This allows users to create coplicated searches, save searches, and share searches with other users in the same role. Saved searches may also be displayed as a link on the dashboard.

Search Criteria Tab

Columns Tab

Display Options Tab

Properties Tab

Tracking Inbox

Every major category of data has its own ‘Tracking Inbox’ and it is located in the left menu. The tracking inbox will appear differently to the user based on their role.

The Tracking Inbox allows the user to navigate throughout the system accessing different information. The Tracking Inbox Consists of:

Create a Referral

Note: The referral requires less information than a client. You cannot progress through different forms until a referral is converted to a client (this will be covered in the Client portion).

Referral Source is not available when an individual is in a Referral status (Client = No on client form). The referral source becomes available only once a referral has been converted to a client (Client = Yes on client form). The referral source is only available on the program form.

Create a Client

There are two ways to create a Client.

  1. Convert a Referral to a Client
    • Click Intake on the left menu and choose New Client

To convert a referral to client locate a referral via search.

To create a client not from a referral

Once a Client is created these tabs display at top of screen -

Program

Address

Client Contact

Programs

Create a Program for a Client

When Program +New is selected only the program type needs to be selected in order for the form to display. The other fields, although display as required are not required until the full form displays.

Different Program types have different requirements. If a client is under the age of 55 the Independent Living Older Blind program will not display and similarly if a client is over the age of 55 the Independent Living Younger Blind will not display.

  1. Once your client has been created
  2. Select Program tab and click +New to create the program
  3. Choose program type (for training = Independent Living Younger Blind or Older Blind) For this example, choose Independent Living Younger Blind or Older Blind so we can see all the tabs and full workflow. Fill out the required information. Page refreshes and displays new tabs along the top:

Note: Plan tab will only display after the Certificate of Eligibility has been created and is in a status of Draft Pending Approval.

Disability

  1. Click the Disability tab, currently skipping over the Authorization tab
  2. The date will auto-populate
  3. The disability level is calculated based on what is chosen in each of the Disability areas
  4. Click the different arrows to expand the sections and choose the appropriate options for your client
  5. Complete the Eye report information
  6. Click Save
  7. The Disability form will refresh and display; go over form

Note: At any point we can click on the Workflow button at the top of the screen and see where this individual is in the process. If we click it now, it will show that this client is still in the process of applicant. Click the workflow again to close it.

  1. At the top of the screen where the breadcrumbs are click Program.

Certificate of Eligibility

  1. Navigate to a client and click on their program.

  2. When the program screen displays click on the Certificate of Eligibility tab at the top of the screen.

  3. The Certificate of Eligibility form will display with a COE Status = Draft.

  4. Fill out the fields. Note: When Establish Eligibility is set to Yes, fields that were not required become required.

  5. Once all fields are completed, the Send to Supervisor for Review drop down must be populated.

  6. Click Save.

  7. The screen will refresh and the COE Status will change to Draft Pending Approval.

  8. On the counselor dashboard, the COE will now appear in the COE in Progress Queue with the status of Draft Pending Approval.

  9. When a COE is sent to a supervisor for approval, it will appear on the supervisor’s Dashboard Queue COE Pending Approval. Note: Depending on your role during this training, you will not have access to this portion.

  10. From the queue a supervisor can review it, make any required changes, approve it, or return it for revisions. The Supervisor can provide comments to the Case Manager when returning it for revisions.

  11. After the Supervisor clicks the Approved button, they still must sign the COE. Click the pencil icon (signing icon) to the right of the Supervisor Signature and then Save.

  12. The Supervisor must enter the password value associated with their profile and click the OK button. On successful entry of the password the status will change to Draft Approved. The date and the time of the approval is captured.

  13. The Counselor must then pull up the Draft Approved COE and sign it as well, using the same signing process as the Supervisor. On completion of that step the status changes to Final. Once Final, the Eligibility letter can be generated and the Certificate of Eligibility can be printed.

  14. A COE can be returned by the Supervisor to the Counselor. The supervisor will enter any supervisor comments and then complete the Workflow Actions ‘Return for Revisions’. The COE is now automatically sent back to the counselor and, it will appear on counselor’s Dashboard Queue COE In Progress with the status of Draft Requires Revisions.

  15. From there a Counselor can pull up the COE and make any requested changes. The Supervisor Comments are available for review.

  16. When ready, the COE can be sent back to the Supervisor for review/approval and the same process is used for approval.

  17. If Establish Eligibility = Yes then the Certificate of Eligibility has been approved by a supervisor all fields on the form become read only for all users except the Administrator role and roles with the VR Administration function permission.

    Generate Eligibility Letters

  18. Navigate to the client’s Program > Certificate of Eligibility and scroll to the bottom of the screen. The Generate Eligibility Letter button now displays. Note: The Certificate of Eligibility can also be generated directly from the Program Document tab; if generating from this tab ensure to select the correct Document Type.

  19. Click the Generate Eligibility Letter button, this will automatically take the user to the Program Document tab with Letter Generation displaying with the Letter Template type of Eligibility Letter.

  20. Ensure all required fields are populated.

  21. The Eligibility Letter can be modified as needed in the Content section of the form which will only be effective for this particular letter. The letter template will not be saved for future use or revise the existing template.

  22. When document is ready click Save.

  23. The Program Document Listing page will display and the COE Letter will be located there.

  24. A second option to generate a letter from the Certificate Eligibility form is to click the Print COE button on the bottom of the form.

  25. This will create the Certificate of Eligibility in the Downloads folder of your computer.

  26. The Certificate of Eligibility letter can then be opened as a Word docx file and saved locally.

Plans

Create a Plan

  1. To create a plan navigate to the client’s program form and click Plan tab near the top of the screen.
  2. The plan form will display a Draft.
  3. Choose Plan type: Waiver or Independent Living Rehabilitation Plan (ILRP). The plan type determines what displays on the form. If the plan type is not selected the Services section will not display.
  4. Fill out the required date fields and the Independent Living Goals; ensure to populate the Signature Date.
  5. Enter the Plan Review Schedule Date.
  6. Complete the Services Section by clicking on the Add Service button. This will expand the Services section. As many Services are desired can be entered here.
  7. Populate the Service Start Date, Service End Date, How Provided, Unit and Funding fields.
  8. Complete the Objectives Section by clicking on the Add Objective Type button. This will expand the objectives section. As many objectives are desired can be entered here.
  9. Select the Status and Date Set. Date Completed is not needed to allow a plan to move through the workflow and become Final.
  10. There is a comments section for any necessary remarks.
  11. Complete the Review/Approval section by selecting Send to Support Staff for Review dropdown.
  12. Click Save.

Plan Data Elements

While this is still available to be selected for Independent Living program types, if selected it displays as blank as it is not used for Independent Living.

Plan Extension

Once a client is eligible there are so many days to create a plan. The plan extension can be used to extend the due date to complete the plan.

Note: Currently there is no notification or queue for this functionality; a ticket has been entered and it will be fixed.

  1. Click the Plan Extension tab to enter an IPE Extension record. 2.  Enter in all required fields, the IPE Extension Rationale List is a multi-select field where more than one choice is acceptable.

  2. Select the Supervisor who is going to approve this plan extension.

  3. Click the ‘Save’ button.   5.  After the Plan Extension has been saved as a draft, the Supervisor can then go in and approve the extension.   6.  Once approved, the form becomes read only

    Plan History

The Plan History tab displays all records associated with updates to a plan.

  1. Navigate to a client’s program and click the Plan tab in the top ribbon.
  2. The current plan will display.
  3. At the top of the plan form are three tabs: Plan (current form), Event, and Plan History. Click Plan History. Click the Plan History tab.
  4. The Plan History Listing will display. Click on the designated Plan to view the Plan’s details.

Plan Event

The Plan Event tab displays all events associated with the plan.

  1. Navigate to a client’s program and click the Plan tab in the top ribbon.
  2. The plan will display.
  3. At the top of the plan form are three tabs: Plan (current form), Event, and Plan History. Click Event.
  4. The Event Listing will display.
  5. Any of these listings can be clicked on. This will take the user to a new form where comments can be viewed in full for any of the Event records (if they’ve been entered).

Program Notes

Program notes are what case notes used to be. The interface is actually simpler than in eforce though. Only use Program Notes unless a client doesn’t have an open program, that is the only time to use a Client Note instead.

Creating Program Notes

  1. Locate a client either through search or through your tracking inbox.
  2. Click on program and choos their active program from the table.
  3. Click on Program Note. The lis of program notes will appear.
  4. Choose New.
  5. If you provided a service, choose type “Services Verified.” If you are noting an email or conversation, etc. choose the appropriate note type from the drop down list. Note for center and YATPchoose services veerified for monthly reports so services that month will be counted.Note: if you choose anything other than Services Verified, the service search and provided by fields will not appear.
  6. Put today’s date in the note date field.
  7. Hit enter on the “search service categories field” it will become an editfield. you can type in this field to narrow down options or just down arrow to the list box and hit spacebar on all that apply. If something isn’t in the list, that means it isn’t on the plan and you should contact the case manager.
  8. Put the date the service was provided in the Service date field
  9. Choose “Service provided in whole or part by agency staff” if you or another IDB staff performed the service. If you are entering contracted services, choose “services provided in whole or part by purchasedby the agency.” If it is acomparable service (like from a school district or waiver services) then select “comparable /Benefits Provider.”
  10. Choose the appropriat communication type from the drop down.
  11. Type in your subject.
  12. Type or paste in your note text. 13. Hit the save button.

Create an Authorization ON a Plan

  1. Navigate to a client and click on their plan which requires an Authorization to be created.
  2. When the Program Information form displays, navigate to the Plan tab. Note: The Authorization can be created from the Authorization tab on the Program form also. Once clicked the listing will display; click +New under Authorization but above the listing section. The difference between the Authorization tab and the Plan: If created through the Authorization tab the link on the Authorization will take the user back to the program form as opposed to the client’s plan. Creating the Authorization from the Plan will allow the user to click the link and be navigated to the client’s plan where the Authorization was created.
  3. At the bottom of the plan click on the ‘Create New Authorization’ button.
  4. The Authorization form (New Authorization) will display.
  5. There are 4 sections on this form: Authorization, Service Category, Service Details and Workflow Actions.
  6. The version number, like the plan, will reflect which iteration of the Authorization it is. For this example, this is a new Authorization so it will reflect Version Number 1. If the Authorization is amended in any way the number will update accordingly (1, 2, 3…).
  7. The office will default to Iowa Department for the Blind. Note: this is specific to creating the Authorization on the plan; when created as a standalone authorization the user will need to select the office.
  8. The Authorized By drop down is a required field and will include any individual who has the permissions to create an authorization.
  9. The Authorization Entered By field will auto-populate to the user creating the Authorization. This field is read only and cannot be modified.
  10. The Client Name is auto populated on the screen and is read only. There is a hyperlink next to the Client name to navigate back to the client’s program. Note: If the user has filled anything out on the Authorization form and has not clicked save and navigates using the hyperlink to View Program, any information entered will be lost.
  11. Program Type is a required field; this is a drop-down selection.
  12. The next section is the Service Category. Click Search Service Category to get the multi-select to display.
  13. The Services will display all service categories that are listed on the plan under the Services Categories section.
  14. Below Services is the Client Pay buttons, Yes/No, this is not required. 15.The following fields are on the form in the Authorization section and are not required yet: Federal Fiscal Year, Budget Type, Budget, Budget Description, and Accounting Code.
  15. The next field is the Provider field; this field is required. To enter the Provider, click the magnifying glass to the right of the field.

Note: You will not be able to click directly into the field until the magnifying glass is clicked on.

  1. Once the magnifying glass has been clicked on the field will change slightly and a cursor will display inside.
  2. Begin typing the Providers name in the field. Note: This will only populate based on Providers who have been entered into the system under the Tracking Inbox > Provider > +New Provider and who are authorized to provide the designated services. When typing, if the Provider is not populating it will need to be confirmed the provider has been set up previously. When a provider has been set up, upon typing it will display the Providers who match what is being typed; these will display under the Provider listing header.
  3. The remaining fields on the form are not required yet: Authorized Start Date, Authorized End Date, Authorized Amount, (Under Service Details) Services Notes and Description.
  4. Once all the required fields have been entered the Save button can be selected but the Authorization will be in a Draft status (this is helpful if the user is not ready to submit the Authorization yet and does not want to lose work). Upon clicking Save, the Authorization will update to a Status of Draft, will have an auto-populated Authorization Number. The Version Number, Office, Authorized By, and Authorized Entered By Fields are now read only. The Authorized Amount and fields below it are also read only. A new button will also display on the bottom of the screen, Clone Authorization. Clone Authorization can be used to create a duplicate authorization to prevent double work if the client is receiving multiple similar authorizations for services. Once Save is selected the Workflow Actions fields display at the top of the form. Once the Authorization has been saved, the user can navigate away from this form if needed. To come back follow previous navigation steps to the Authorization listing. The Authorization will display.
  5. The bottom buttons have updated to include a Clone Authorization button and a Delete button. In the event a client will be receiving another Authorization (or even multiples) the one Authorization can be cloned to prevent multiple data entries.
  6. When the Authorization is ready to be approved a Workflow Action needs to be selected and the Case Manager needs to sign however, for the Authorization to move forward for approval some of the fields that were not required to save are now required to progress (Authorized Start Date, Authorized End Date, and Authorized Amount). If not populated the Workflow Messages (errors) will display.
  7. Navigate to the newly required fields and populate the information.
  8. After the required fields have been populated. Navigate to the top right side of the form where Workflow Actions is located. Select the drop-down and click Submit for Review/Approval.
  9. A new drop-down will display on the screen: Send for Review/Approval. This drop-down will have any user who can approve an Authorization.
  10. Choose the approver.
  11. Scroll to the bottom of the Authorization form; a new section of Signatures is displaying which has the Counselor Signature field and is required.
  12. The Case Manager creating the authorization will click the pencil icon (JAWS may announce this as ‘Signature’) to the right of the Counselor Signature label and the password entry pop-up will display.
  13. Enter your user password (this is the same password you enter upon login).
  14. The Case Managers name will populate on the screen and will also include the time and date stamp of when the signature was entered. This field becomes read only.
  15. Click the Save button at the bottom of the screen. The screen will refresh. The Authorization will now reflect the Authorization Status as Draft Pending Review/Approval. The Send for Review/Approval will also display who the Authorization was sent to for approval as read only. The Authorization has now been added to the Approver’s Authorizations Pending Review Queue. Note: In the blue banner at the top of the form the Status is also visible there as well as the Last Event for the Authorization.
  16. Once the Authorization has been sent for approval the user who will be reviewing/approving will receive an email alerting them of the Authorization. For these next steps: A Supervisor is required to complete the Authorization workflow.

Once a supervisor has approved an authoriztion, In the blue banner at the top of the screen the Status of the Authorization will reflect Issued with the Last Event being Draft Authorization Approved. It will also reflect the Remaining Budget Amount (As payments are being applied to this authorization, the balance remaining will update).

  1. The Case Manager who created the Authorization will receive a notification email showing that the Supervisor has approved the Authorization.
  2. The Authorization can be printed now, if required/requested. Scroll to the bottom of the screen and two new buttons display: Print Authorization When Print Authorization is clicked a PDF is generated; this can be saved to your computer or printed to paper.
  3. At the top of the screen near the blue banner are some additional tabs. Next to the main Authorization tab (where you are currently) are the Print Log, Payment, History and Audit Log tabs.
  4. Click the Print Log tab. This will display each time the Authorization has been printed (the Print Authorization button has been used), which user printed it and when.
  5. The Payment tab will display any payments that have been applied to the Authorization. Currently in this example we have not applied any payments however, this is where they would appear in a listing.
  6. The History tab will display the Events of the Authorization, whether it was approved, returned for revisions, cancelled, etc.
  7. The Audit Log tab will display a full list of everything that occurred on the Authorization from start to finish and who did it.

Create an Authorization from the Tracking Inbox (not on a Plan)

  1. Login with your system provided account and navigate to the Tracking Inbox on the left side of the screen, when the menu expands choose Authorization.

  2. When the Tracking Inbox opens Authorizations that are visible to the user (if any) will show.

  3. Click +New near the top of the screen.

  4. Similar to the previous steps fill in the required fields on the form. Note: Because this Authorization is not being created from the Plan you will have to search for a client to link it to. 5 Continue through the fields, to prevent errors, fill in each field (not only required). Be sure to populate the Service Category (expanding the multi-select and selecting the services needed).

  5. Near the client field there is a magnifying glass, just like with Provider, click the magnifying glass then it will allow you to type in the field.

  6. Once all the fields have been populated click the Save button at the bottom of the form. The Authorization will be saved in Draft status.

  7. Just like before, to move the Authorization through the workflow the Workflow Actions needs to be completed. In the Workflow Actions drop-down click on Submit for Review/Approval.

  8. A new box will display Send for Review/Approval, choose the person who will need to approve the Authorization.

  9. Navigate to the Signatures section and just like before, click the pencil icon next to Counselor Signature label.

  10. Password confirmation pop-up will display. Enter password (same password used to login).

  11. Case Managers name will display, be read only, and have the time and date stamp.

  12. Once Save has been clicked an email will be sent to the Supervisor alerting them of an Authorization pending review and the status of the Authorization will be changed to Draft Pending Review/Approval.

  13. This Authorization workflow is exactly as the one before ON a plan.

    Amending an Authorization

  14. If an Authorization needs to be modified after it has been issued navigate to the Authorization. Locate the Workflow Actions on the right side of the form. In the drop-down select Amend.

  15. A new field will display ‘Amendment Reason’. Select the reason in the drop-down.

  16. Fill out the required fields. Click Save. Note: When an Authorization is amended the Version Number of the Authorization will update.

  17. The Authorization Status will update to Issued; the additional service is now populated under the Service Category.

  18. The Authorization can again be Printed or Cloned.

  19. To review the history of the Authorization and see the Amendment, click the History tab at the top of the screen and the history will display.

Closing an Authorization

  1. If an Authorization needs to be closed after it has been issued navigate to the Authorization. Locate the Workflow Actions on the right side of the form. In the drop-down select Authorization Closed.
  2. Upon Save the Authorization Status will update to Closed. Note: Once an Authorization has been closed it can no longer be amended; there are no further Workflow Actions.
  3. To view the history, just like before, click the History tab.
  4. When an Authorization is closed it is still visible on the bottom of the plan for the associated program. Clicking into it will reflect the closed status. It is also visible on the programs Authorization tab and will show a Workflow Status of Closed. Note: If an authorization is closed and there is a remaining balance then the total paid to date field becomes the Total Amount Encumbered to Date (any excess encumbered amount is returned to its corresponding budget) and the remaining balance is set to 0 for that authorization.

Return an Authorization for Revisions (as a Supervisor)

  1. If an Authorization needs to be Returned to the Case Manager before it can be approved navigate to the Authorization. Locate the Workflow Actions on the right side of the form. In the drop-down select Return for Revisions.
  2. A new field will display Returned Comments.
  3. Upon Save the system will send an email to the Case Manager alerting them that the Authorization has been returned to them and needs revising. The authorization will then be routed to the Case Manager’s Authorization Returned for Revisions queue.
  4. To make the revisions navigate back to the Authorization, make the revisions and follow the steps previously described to advance the Authorization through the workflow.

Authorization is Canceled (Case Manager or Supervisor)

  1. If an Authorization needs to be Canceled, navigate to the Authorization. Locate the Workflow Actions on the right side of the form. In the drop-down select Authorization Canceled. Note: If there is already a payment in Final Paid status associated to that Authorization then the Authorization cannot be cancelled.
  2. A new field will display, Cancel Reason. Choose the appropriate cancellation reason.
  3. If Cancel Reason = Other, a new field labeled Other Cancel Reason will display; this field is required and is a free text field.

for Final Paid. related to this payment.

Exit

## Entering Exit Information

The Exit Record captures the information related to the individual client’s exit from the ILYB or ILOB program(s) and is used for reporting purposes.  

There are many business rules around exits where based on what is chosen as the Event Category will determine what Event Options are displayed/available. For a full list of variations see the Custom User Guide.

All Authorizations must be either Cancelled or Closed.

Once the Exit record has initially been created, ‘Event Category’ and ‘Event’ will become read only for all roles.

  1. Select the Exit tab from the Program Record.
  2. The Exit form will display
  3. Search Consultation and provide rationale for any consultation items not completed if required.  The fields and selection list presented will vary dependent on the Event selected earlier.
  4. Search Compatibility and provide rationale for any Compatibility items not completed and provide rational for ineligibility or Case Exit if required. Note: There are additional fields/questions for Older Blind that are not required for Younger Blind:

If the first question is Yes, the next two questions will display. If the question is answered as No, they will not display.

  1. Complete the remainder of the fields on the form. If Other Public Support Received is checked, you will be required to enter Other Public Support Amount.
  2. Complete the required fields. Some fields will become required that were not previously when the status of the Exit is changed from Draft to Final. Click Save.
  3. Once save is clicked, the screen will refresh and display the Exit Listing.

## Work Requests

Creating Work Requests

  1. Navigate to the client record requiring a Work Request through Search.
  2. Navigate to the client’s program.
  3. Once the Program Information displays click on Work Request in the top ribbon.
  4. The Work Request Listing will display. Any previous work requests will be listed on this screen.
  5. Click +New.
  6. The Work Request form will display.
  7. The only required field on this form is the Task drop-down. Note: Although the Assigned To drop-down is not a required field, if not populated the work request will remain in the queue for the client, there will not be any notifications sent. The ‘Assigned To’ drop down populates with all users who are associated with the Office selected on the Program tab.
  8. Clicking the Task drop-down will display the three options for a work request
  9. Fill out the fields needed and, if needed, upload any required documentation via the File upload section.
  10. To upload a file click on the arrow pointing up with the line below it.
  11. This will bring up the user’s files where the appropriate file can be selected. Locate the appropriate file and click on it, the upload will automatically begin.
  12. Once the document has been uploaded the green bar along the bottom will display and the status will read Upload complete.
  13. Click Save.
  14. The screen will refresh and open to the Work Request Listing screen. The newly created work request will display on the screen.
  15. For the staff who is required to process the work request they will receive a notification that the work request has been created.
  16. When a work request is assigned to Support Staff personnel. Those records are viewable through the client Work Request page as described above or through the Support Staff Queue > Open Tasks Assigned to Me.
  17. Click on the record will open the Work Request.
  18. The work request form will display informing the user of what needs to be completed. There is also new fields: Work Request Number, Status and Action. The Work Request Number is auto-populated by the system and cannot be changed. The Status is also auto-populated by the system and will populate based on where in the workflow the work request resides.
  19. The staff will need to choose an action from the Action drop-down.
  20. Choosing Cancelled will Cancel the work request. Choosing Completed will reflect that all tasks required have been completed.
  21. Click Save.
  22. The screen will refresh and take the user back to the Work Request Listing. The work request will display and the status will reflect Completed (or canceled).
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