A Guide to the Wellness Direct Intake Process

• By the end of this training, you will know how to:– Understand who Wellness Direct clients are– Access and review the critical information from the

HSS Medical for a Wellness Direct client– Look up cases you need to work on– Complete Intake Pages 1-7 – Know what to do the day of the initial client interview– Know when to conduct and document outreach– Know when and how to case note

What is “Wellness Direct?”

• Wellness Direct refers to a batch of clients referred to WeCARE by the Human Resources Administration (HRA) who have had a medical and/or mental health evaluation conducted by HS Systems (a Health Evaluation Group contracted with HRA to provide these examinations under the auspices of a program prior to WeCARE).

• All Wellness Direct clients have an Employment Disposition of: Unstable Medical and/or Mental Health Conditions that require treatment (A Wellness Plan) before a functional capacity outcome can be made.

• The results of the examinations are summarized in a document known as the HSS medical which is in HRA’s Customized Assistance System, commonly referred to as the Time Keeping system.

Accessing the HSS Medical

• On the next slides, you will learn how to access the HSS medicals in the Time Keeping system.

• Information needed to initiate the Wellness process including Intake Pages 1-7, Comprehensive Service Plan (CSP), and Initial Wellness Plan can be obtained from the HSS medical and the client’s interview.

• If a client’s HSS medical is not available in the Time Keeping system (for example, if it was not scanned in) OR an outdated copy exists, notify your supervisor immediately. HRA will then be contacted and the medical obtained or an alternative intake procedure to WeCARE will take place.

Accessing the HSS Medical

Use your username and Password to log in to the Timekeeping system. You should find a shortcut to this system on any WeCARE computer.

If you do not have, or do not know, your Timekeeping username and/or password, ask your supervisor immediately.

Searching for Your Client’s Record

You may search for a client’s record by Case Number, Last Name, First Name, Date of Birth, or CIN in the Viewer Search screen of the Time Keeping system.

Wellness Direct clients are those who were previously evaluated by HSS and referred for a Wellness Plan so the first step is to look up the original medicals.

Searching for Your Client’s Record

Change the search criteria by clicking on the circle to the left of the criteria you want. Then, type the information you have in the box and click Search.

Click here to sort by Last Name. Then, enter the name here.And click Search.

Searching for Your Client’s Record – cont’d -

This space has been covered to protect client confidentiality.

When you have identified your client, click on the Viewer option to the right of the client’s demographic information to view any records available in the Viewer for him/her.

Searching for Your Client’s Record – cont’d -

The HSS Medical records you need to prepare for a Wellness Direct client’s Intake and CSP process are in the second drop down option, entitled “HSS Documents.” Note that other documents you may need to assist your client are on this screen too.

Take the time to print and review all documents in this section to identify the one to use for the intake and CSP process. You want to use the most current, relevant document. NOTE: You will need to copy some sections verbatim.

WeCARE Intake Process

• After you have found and reviewed your client’s HSS medical documentation, search for the client’s record in WeCARE.

• Find a client’s record using Case Look-Up. See next slide.

• From the client’s Case Look-Up screen, you will complete pages 1 through 7 of the Wellness Direct Intake and then complete a Comprehensive Service Plan (CSP) and Initial Wellness Plan.

Access to Client Records

When you move the mouse over the menu options in the internal WeCARE system, you get various submenus. To access client records, you will use Case Look-up and/or the In-Box from the Case Management menu.

Case Look-Up

Click here and type the last name

Click here and type the first name

Click on this arrow to do a search using the name of the case manager

Click on this arrow to do a search based on the case statusClick on the calendar icons to select the

dates when the case was last updated.

When you are done, click here to view the results of your query.

When the result of your query displays, it will show the client’s last name and first name, the case #, case status, track assignment, organization/borough, case manager (if assigned), creation date and last action date.

Case Look-Up

•Each field can be sorted by clicking on the blue-highlighted field name. •For example: to group clients in alphabetical order, click on Case Name; to group them by case manager click on Case Manager; etc.•To access the record, click on the word View next to the name.

WeCARE Case Look-Up DetailThis is a client’s record in the WeCARE system:

You will have to scroll down the client’s look-up screen to access the Wellness Direct forms.

Access to Client Records: Case Look-Up Detail

Below the BPS assessment pages are the: Intake Pages, CSP document and Wellness Plan forms you will need.

Working on Wellness Direct Clients

Before the client shows for the Initial appointment to WeCARE, you should have done the following:

1. Checked NYCWAY to determine the status of the client’s case:a. Is the case Active or Closed by HRA?b. If the case is closed, you should complete Intake pages 1-7 using the HSS

medical and then prep the CSP. Be sure to indicate at the bottom of the CSP beside the signature area that the ‘Reason Form Not Signed’ is Not Signed because case is closed.

2. Reviewed the HSS medical thoroughly to make sure you understand all data and have prepared all referrals to make once you meet with the client

3. If the case is Active, completed Intake pages 1-7 using information contained in the HSS medical such as:

Client demographics Provider information Language (s) spoken Medications client is taking Diagnoses

4. Prepped the initial CSP using the information available.

Completing Intake Pages 1-6

You must complete:• all fields on Page 1 except the Article 28 fields; • all fields on Page 2;• all fields on Page 3;• on Page 4, complete:

– the Mental Health History of Applicant/Participant section; – Daily Activities of Applicant/Participant; Applicant/Participant Travel; and,– Additional Case Notes, trying to identify at least 2-3 strengths

• all fields on Page 5;• on Page 6, complete:

– The Pain Assessment section; and,– Environmental Restrictions section of the Work Limitations Criteria (based on

information in the HSS Medical)• And please see next slide for instructions for Page 7.

In addition to other relevant comments, put notes in comments sections corresponding to any fields you cannot complete.

Completing Intake Page 7

This is the critical page where you will copy the diagnostic information from the HSS Medical/Mental Health doctor(s).

Please see next page for instructions on completing these sections.

Completing Intake Page 7

• Complete the “Final Diagnoses” section: – Starting with: “As per HSS Medical dated …., client has the following diagnoses: “– And by copying information verbatim from the Diagnosis summary sections of the

HSS medical and from any specialty exams.• Complete the “Accommodations Required for Employment” using information in

the Doctor’s notes in the “Ability to Perform Work-Related Activities and Prognosis” section of the HSS medical. Limitations that are not available on the drop-down option can be added in the Comments section.

• All Wellness Direct clients have an Employment Disposition of: Unstable Medical and/or Mental Health Conditions that require treatment (a Wellness Plan) before a functional capacity outcome can be made.

• Complete the “Brief Comments Supporting Employment Disposition” section– Starting with: “As per HSS Medical dated …., client …”– And by copying verbatim the information contained in the “Ability to Perform Work-

Related Activities and Prognosis” section of the HSS medical.• Complete the “Medical Conditions Impacting or Requiring Stabilization for

Employment” using the information gathered above related to diagnoses requiring stabilization prior to determining employability.

• The “Non-WeCARE medical needs” section should also be completed using the HSS medical documentation.

Completing the Intake Process

For instructions on completing the CSP, please refer to the training document entitled: “Writing a CSP” located in the WeCARE system under the menu option Staff Supports, under the Submenu entitled Training & Support Materials.

Although you should replace references to the BioPsychoSocial (BPS) Assessment with the HSS Assessment in your review of these documents, you will find that the CSP fields are auto-populated in the same manner and require the same steps on your part.

After you complete the Intake pages 1-7, open the CSP document and complete it.

The Client Reports for the Wellness Direct Intake/CSP Appointment

On the day of the Intake appointment, complete the following actions:1. Check the client’s status in NYC WAY again. If the status has now become

closed, notify the client that s/he is ineligible to receive WeCARE Services before sending the client home. After the client leaves, prep the Intake Forms, CSP and Initial Wellness Plan and close the workflow appropriately.

2. If the case is Active, introduce yourself to the client and WeCARE Program (see script for your client type)

3. Complete the Intake Pages 1-7, the CSP, and the Initial Wellness Plan.4. Review the CSP and Initial Wellness Plan with the client and have the client

sign the documents on the signature pad.5. If you cannot capture the signature, indicate at the bottom of the CSP

and/or the Wellness Plan, beside the signature area that the ‘Reason Form Not signed’ is:

a. Client refused to signb. Client signed on paper form (on file) – system problem.

6. Enter all appropriate codes in NYCWAY & generate return appt for next step of program, if appropriate

7. Provide the client with a copy of the completed CSP Summary and Initial Wellness Plan from the WeCARE System and any return appointment letters from NYCWAY (if applicable). You may also want to give them provider referral information in writing.

8. Case note all your actions in WeCARE and NYCWAY, where applicable.

On the day of the Intake appointment, complete the following actions:1. Check the client’s status in NYC WAY again. If the status has now

become closed, prep the Intake Forms, CSP and Initial Wellness Plan and close the workflow appropriately.

2. If the case is Active, indicate that the client has failed to report for the Intake appointment and that outreach has been initiated.

3. Initiate outreach by:a. Entering the appropriate code in NYCWAY, paying close attention

to the Future Action Date or FAD (i.e. A client must report to WeCare within 6 business days if Applicant OR 11 business days if a Recipient)- page 32 of Vendor Guidelines

b. Telephone all clients for whom telephone numbers are available to reschedule the appointment or, if necessary, mail clients reminder/new appointment letter (s) as many times as possible prior to FAD expiring.

4. Case note all your actions in WeCARE & NYCWAY where applicable, including details about all successful and failed outreach attempts and how such attempts were made – i.e. phone call, letter, home visit

The Client Does Not Report for the Wellness Direct Intake/CSP Appointment

Case Notes: Tell a story Are clear, concise, specific, and detailed Flow from one entry to the next, so there needs to be consistency & continuity

between entries (i.e. if one talks about calling a doctor to get new medicals, the next entry should follow-up on those medicals.)

Should address all issues Should be OBJECTIVE and NON-JUDGEMENTAL Are part of a legal document and a reflection of the quality of services we

provide

You Should NOT: Include your opinions, beliefs, values, or assumptions Refer to yourself in the first person (i.e. I met with the client today)

Note: Any layperson should be able to understand what is going on with aclient without actually meeting the person. Choose a meaningful subjectfor each case note so that a reader would be able to predict the contentbefore reading it fully.

Case Noting

Case Noting

Johnson, Daniel 0001234567-01-01 Motts, Franklin

Motts, Franklin

Choose a Meaningful Subject forEach Entry.

Ramirez, Eva Ramirez, EvaKing, RichardKing, RichardJames, PaulJames, PaulJames, PaulJames, PaulMotts, FranklinMotts, Franklin

Santiago, KeriMotts, FranklinMotts, Franklin

ALLSector HelpdeskProblems with computer equipment, telephones, computer and email access should be

immediately called or emailed to the ALLSector Helpdesk.212-366-8488

The Helpdesk e-mail group is located in FEGS e-mail directory.  The actual e-mail address is WeCAREHelpDesk@fegs.org

System problems, such as the following below, should also be reported immediately to the ALLSector Helpdesk.

•No save/submit button on form•Tracking form with no routing options•Tracking form stuck in Inbox•Slow or no system response time•Problems with user access

NYC WAY HelpdeskFor access problems in the NYC WAY system call the NYC WAY Helpdesk at

718-557-1313If your screen is missing functionality, codes not registering, and the like, call the

NYC WAY software helpdesk at718-510-0237