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LeRoy Thomas
Veteran Coordinator
The information provided in this presentation
is designed for all cases for any purpose
whether:
Wagner Peyser (WP)
Workforce Innovation and Opportunity Act
(WIOA)
TANF
1. Point of Entry
Identification
2. Triage
Determination
of SBE Eligibility
3. DVOP
Determine SBE
Services Needed
4. Case
Management
(IEP, Goals,
Objectives)
5. DVOP Input
MWE Services
6. DVOP
Follow-up
Work Flow – Case Managed Veteran
1. Point of Entry
Identification
2. Triage
Determination of
SBE Eligibility
3. DVOP –
Determine SBE
Services Needed
4. No services
entered, return
to Point of Entry
5. Assigned to
Wagner Peyser
Staff
6. Determine
Services
Work Flow – Non- Case Managed Veteran
A service delivery strategy
Development of and IEP and follow-up
Providing case management services
a. comprehensive assessment
b. in-depth interview
c. short term pre-vocational services
d. group & individual coaching
e. developing a plan
A plan by the veteran and the DVOP to strategically sequence events to meet needs and overcome barriers
A plan by the veteran and the DVOP to strategically sequence events to meet needs and overcome barriers
Veteran must agree to the plan (he/she has the most input)
Both parties must know the plan
Must have goals and objectives
Verified by follow-up
Example
Develop an increased understanding of careers in health education by the end of the Fall 2006 semester
(S.M.A.R.T)
S – Specific
M – Measurable
A – Attainable
R – Realistic
T - Trackable
Measurable benchmarks to achieve goals
A plan to meet the needs and overcome barriers
Examples
Find five job descriptions for health education related jobs by the beginning of December
(2) Interview two current health education professionals by the end of November Identify three organizations that employ health educators by the end of September
Identify three organizations that employ health educators by the end of September
Always follow up
Objectives
Linda Rouse, Veteran Program Manager
Iowa Workforce Development
The employment plan is similar to a roadmap. It provides the participant directions on how to get from point A to point Z.
Negotiated agreement between the participant and the program;
Provides a plan for the participant to use the program(s) successfully.
Establishes goals and expectations; Helps everyone in the network to be on the same sheet
of music. Builds participant’s self-esteem and keeps them
motivated.
The assessment…
VPL- 03-14 states that a comprehensive and specialized assessment of skill levels and service needs will be provided to each case managed veteran.
Collects holistic information upon which a participant's Individual Employment Plan (IEP) will be based.
May include any combination of structured interviews, paper and pencil tests, performance tests, work samples, interest and/or attitude inventories, career guidance instruments, aptitude tests and basic skills tests;
Identify their strengths! Ascertain their education, skills, interests, work history;
Identify health concerns that may impact employability;
are supportive services needed (transportation, child care, dependent care, housing, etc.) accommodations;
short term training;
other barriers to employment;
and finally, goals!
An effective IEP utilizes the SMART principle:
S – SPECIFIC
M – MEASURABLE
A – ATTAINABLE
R – REALISTIC
T –TRACKABLE
Group counseling
Individual counseling
Prevocational services to help participants to acquire skills necessary to obtain unsubsidized employment and to maintain employment.
Instruction on how to keep jobs, including employer's expectations relating to punctuality, job attendance, dependability, professional conduct and interaction with other employees;
Assistance in personal growth and development which may include motivation, self-esteem building, communications skills, basic living, personal maintenance skills, social planning, citizenship and life survival skills; and
Instruction in how to obtain jobs, including completing applications and resumes and learning interviewing skills.
Motivation and esteem building.
LeRoy Thomas
Veteran Coordinator
Case noting is our way of letting the next reader
know and a reminder for yourself what is going on
with the customer.
Case noting also provides documentation that the
customer is being served, and that their barriers
are being addressed, progress or lack of it is being
monitored, etc.
Poor case notes cause confusion and potential
lack of services to customers.
The participant record must reflect a frequency
and intensity of contacts to support reported units
of service and minimum contact requirements.
Documentation/case notation of all contacts must
reflect allowable activity and indicate that the
activity is related to the participant’s individual
needs.
Case notes record important details about
services provided to the customers.
Case notes should also record the customer’s
participation in activities and his or her progress.
Case notes may serve as documentation of
factors affecting eligibility or other important information.
Case notes should always include:◦ Date of the note
◦ Method of contact (face to face, e-mail, phone call)
◦ Name of the staff member making the note
◦ Description of the event
◦ Description of how the customer will benefit from the
activities
Who did you speak with?
What happened today? What is due next?
When are actions due, when did you speak with
the customer?
Where did the contact occur, where is the
customer supposed to complete their activity?
Update case notes frequently and promptly:
◦ While the information is fresh in your mind.
◦ Frequency makes it easier for someone else to pick up
where you left off if you are called away from the case.
◦ Case note any time there is interaction with customer
(phone call, in person, etc.)
Advised Focused
Assessed Identified
Assisted Recommended
Clarified Referred
Confronted Reflected
Counseled Structure
Discussed Summarized
Directed Supported
Encouraged Urged
Abnormal Impulsive
Abusive Irrational
Anxious Overwhelmed
Dangerous Resistant
Delusional Suicidal
Demanding Threatened
Disturbed Troubled
Hysterical Uncooperative
Immature Unfit
◦ Avoid using slang, street language, clichés or jargon.
Use professional terminology as well as correct
capitalization and punctuation.
◦ Avoid metaphors or similes; just say what you mean
directly.
◦ Do not use acronyms or abbreviations.
◦ Do not write so cryptic that no one knows what you are
writing
◦ Address the behavior
◦ Do not state customer is victim of domestic violence
◦ Do not identify medical diagnosis
◦ Omit details of client’s intimate lives that do not have an
impact on the plan
Write in a style that is:
◦ Factual
◦ Objective; unbiased
◦ Specific
◦ Clear and to the point
Supervisors might review your case notes to
monitor progress.
Auditors might review your case notes for
compliance with state and federal policy and
procedure.
The customer might ask for a copy of his or her
case file.
Remember, you never know who will be reading
the case notes!
Possible Liability Issues
◦ Recording a “to do” item in the case file and not following
through
◦ Negative, biased or prejudicial language
Take a look at the next few slides and discuss
whether or not each sample is an acceptable case
note or not.
On 02/12/10, Mr. Miller presented verification of
employment. He is currently working with Munroe
Regional Medical Center as a Phlebotomist I
earning $8.40 hourly. Start date was 01/28/2008.
Provided Mr. Miller with a $50 pre-paid Visa as his
new employment incentive in his field of training
under the BEST III program.
This case note is acceptable. The information is very specific.
Customer will be attending a 16 hour CEU’s for
Certified C.N.A.’s. The program is designed to
increase skills and understanding related to end of
life care and communication. Upon successful
completion of the three day classes the customer
will receive a certificate.
This is a good case note however, it would be better to include the dates
and location of the classes as well as a description of the certificate.
Customer called to say that he would not make his
appointment.
This case note is unacceptable. Who is the customer? When was the
appointment? What was the appointment for? Was the appointment
rescheduled?
Individual has obtained verified gainful
employment with Aerotek as a Loan Officer for JP
Chase Morgan. His dislocation was $17.30/hr and
his current wage obtained is $18/hr, which is a
104% of his dislocation wage.
This case note is good, however, who is the individual? When did his
employment start? Is it related to any training received? What follow up
will be planned?
Customer, M. Smith stated that she has finished up all of
her courses at CF and will be emailing me copies of the
certifications she has obtained since her last visit with
me. In addition, she stated that her unemployment
benefits have exhausted. She will be leaving town
today, 05/09/10, for a few weeks, but upon her return
she will take my advice and register with staffing
agencies and come in for resume assistance/critiquing.
This case note is acceptable.
Purpose
Substance
Timeliness
Professionalism
Quality Control
