INDICATIVE DESIGN ONLY

Transcription

1 INDICATIVE DESIGN ONLY 01 CASE MANAGEMENT - REFERRAL & PLACEMENT REFERRAL MANAGEMENT APRIL 2015 JUSTIN HOYER

2

3 CONTENTS Summary 4 Users 5 Where it fits in 6 IA 7 Key Features 8 Prototype 15 Referral Management 3

4 SUMMARY HYPOTHESIS By simplifying the referal process for caseworkers, clients needs can be more easily met with an appropriate service, in the local area. If service providers are able to more easily manage their referrals, clients needs will be better matched to a provider, and they are more likely to achieve a successful outcome. CASEWORKER Referrals are usually done by documenting referral forms calls are made to check capacity, referral forms are sent from the service via , filled out by FACS and then sent back by . INSIGHTS The current referral processes can be very time consuming, involving a lot of duplication and forms. FACS workers need to know what referral services are available for children, young people and their families in specific areas which is currently being maintained as a personal list that gets out of hand quickly and is rarely upto date. As It s difficult to use the intranet to search for services, which are hard to find search results are muddied with irrelevant information - Caseworkers want integration with an up-to-date service directory (HSNET) for service providers contact information and Patchwork to see who s working with Children and Young people. CASEWORKER Checks are done to ensure that families attend services, family need to take responsibility. Caseworkers want to see the reason why a referral is declined by a service provider and have that data feed into the service provider reporting. SERVICE PROVIDER When I ve accepted a case, I want to know my request has been submitted and what should happen next Depending on age - it s best practice for a CYP to consent to a referral. The privacy concern of sharing referral information with service providers is important to consider. Generally - all Service providers will be registered with the Service NSW Registry. Location specific information is critical to caseworkers. CASEWORKER We can strongly suggest services, if that doesn t work, we need to create a case plan which ensures parents meet certain requirements. There is a need to provide services that match the family needs as documented in the case plan. Court ordered services mean families must attend, they are not voluntary. FACS workers tend to share information about referral services amongst themselves. SERVICE PROVIDER A lot of people miss out on being referred for services, and families are not even aware that they have access to these services. 4 Referral Management

5 USERS CFDU Worker Case Worker Service Provider Up-to-date system knowledge of which CYP s are actually in what house to make the best decision of placement. An easy way to view and contact multiple appropriate Service Providers that are available for negotiations based on contracted capacity and bid responses received. The ability to connect referrals to assessments and general day-to-day casework. Easy access to a referral search when I need it. Up-to-date information of Service Providers capacity and capabilities to enable better negotiations and decision making. Relevant FACS audited responses pre-populated from the details known about the CYP - less data entry. Pre-population of any referral forms. I want to have the opportunity to respond to referrals received by my agency. I want to see the CYP s relevant information for me to make a decision on whether to accept a referral. An easy acceptance process with a full transfer of relevant information and actions that I need to undertake from the very beginining of being accepted. Referral Management 5

6 WHERE IT FITS IN REFERRAL MANAGEMENT The focus of this idea is to enable the referral of children/young people and families to programs and placement services, by matching the needs of the case with the appropriate service type. Services may include government and non-government prevention, early intervention and assistance services to families as well as Out of Home Care (OOHC) placements. Service providers will be able to access the referral & placement management solution via the integrated service provider portal. 6 Referral Management

7 INFORMATION ARCHITECTURE Referral Management home screen Service Search Placement Search Service consent check & contact View Under Proposal responses Service approved responses View Under Negotiation responses Referral Management 7

8 KEY FEATURES REFERRAL MANAGEMENT: HOME SCREEN Referral Management for services Referral Management for Placements The process of placement requests and service referrals can be conducted from within Case Management, Field Assessment Tools and the Provider Portal. To showcase the Referral Management prototype functionality - we will present it as part of the Case Management tool. 1 5 Depending on the applicability of the staff role and tasks required Referral for Services and Referrals for Placement will display: Services The ability to search for a service 3 Services 4-6 currently in use Additional information of services in use Placements Active placements 2 currently 6 in use The history of past placements Carers/NGOs submitted reports on placement activity 8 Main elements 2 3 Referral Management for Placements - with a current placement 6 1 Assessed needs service search 4 2 Service search from non-assessment 3 Service in use - details 4 Service in use critical information 5 Placement search 6 Current placement information 7 Current placement reporting activity 7 8 Referral Management

9 KEY FEATURES REFERRAL MANAGEMENT: REQUEST FOR SERVICE SEARCH RESULTS Referral Management for services Searching for a service referral Based on the need that is created either from an assessment or from general casework a search when activated will search through a service directory (HSNET) and return results that are filterable 1 and categorised by Recently used 2 and All available. After viewing a snapshot of information about each service provider available for a particular service, a Caseworker is able to expand the information 3 set and Save to contact 4 essentially reducing the list to only those service providers that the Caseworker thinks is an appropriate match Main elements 1 Service search & filtering 2 Recently used 4 3 Service expanded details (Pulled from HSNET) 4 Save to contact functionality Referral Management 9

10 KEY FEATURES REFERRAL MANAGEMENT: REQUEST FOR SERVICE CONSENT CHECK AND CONTACT Do you have consent prompt Contact details of Service providers Ensuring that the referrer has consent to refer this person to a service - they will need to select the prompt 1 before continuing the referral process. This will trace the referral process from start to finish within the sytem and make sure that the best desicions are being made. Once the prompt is acknowledged the contact information is presented displaying both those who ll need to be contacted via the phone 2 and those that can be contacted via the portal - either via or messaging 3. It s important to document which have been saved and contacted to allow a manager to review details if necessary and approve. 1 2 Main elements 1 Consent prompt 2 Services to contact by phone 3 Services to contact by /messaging 3 10 Referral Management

11 KEY FEATURES REFERRAL MANAGEMENT: REQUEST FOR SERVICE MANAGER APPROVED AND PROVIDER ACCEPTED Service for confirmation Confirmed service is added to individual Depending on the funding type 2 of the Service Provider chosen, various approvals need to be granted before a confirmation to the Service Provider can be made. The relevant approver will receive an alert in My Organiser to then grant approval after reviewing the referral request details. 1 2 The referrer will receive an alert in My Organiser that approval 1 has been granted allowing them to continue the referral by clicking that alert to access Referral Management from within Interactive Case Planner. Once the confirmation 3 is made, non-successful Service Providers are notified, the service activity is added to the relevant peoples calendars and the service details are added 4 to the Case Management profile in the Interactive Case Planner of the person to receive the service. 3 4 Main elements 1 Approved services that have responded as willing and able to take on your referral 2 Funding type for service 3 Confirmation of service 4 Service added to the Case Management System Referral Management 11

12 KEY FEATURES PLACEMENT MANAGEMENT: REQUEST FOR PLACEMENT VIEWING PROPOSAL RESPONSES Referral Management for Placements Search results WITHOUT exceptions placement Request for placements are created by conducting a search based on the needs of the CYP and the household s capabilities to provide for those needs. The referrer will select the areas of search and a start date and release an appropriate data set for a Service Provider to review via the Provider Portal. The Service Provider organisation can make a proposal with available places, this may include one or many households. The proposal details will be added to the under proposal list and await consideration for placement negotiations to occur (actions from referrer). The referrer will be notified that this list is available via My Organiser or throughout the system where alerts are present. Under the current contracting process, non contract placements are available for a Service Provider to make a proposal for - however the referrer must exhaust the contracted and FACS carer options before these are a viable option. A request for placement for a CYP who has a service type of residential care / intensive residential care will require statewide services authorisation and action Main elements 1 Placement search with date and location specifics 2 Under proposal status list of Service Providers 3 Service Providers Household details 4 CYP in the house and allocations availability information 5 Starting the negotiations with a Service Provider and sending a more comprehensive data set 6 Secondary search to include Exceptions placements 6 12 Referral Management

13 KEY FEATURES PLACEMENT MANAGEMENT: REQUEST FOR PLACEMENT ACCEPTING PROPOSAL FROM NEGOTIATION LIST Placements Under negotiations Placements Under negotiations - FACS declined response required Once the referrer enters negotiations with a Service Provider - a list of all Providers Under Negotiation 1 for the request for placement will be available. A reason for withdrawing one or many proposals may include (but not limited to) based on the second comprehensive information the proposed household may not have the ability to meet the needs of the individual CYP. On the other hand - if the referrer declines the Service Provider proposal, then a reason for declining 4 must be entered. 1 Once Negotiations have taken place - which usually happens over the phone, the referrer must Accept the proposal 2 of the Service provider for the CYP. This acceptance will trigger a response so the non-successful Service Providers are notified detailing the reason for this decline. Placement planned start details are added to the relevant staff and providers calendars and the placement details are added to the Case Management profile in the Interactive Case Planner of the CYP with reporting activity to be conducted through the Provider Portal. Main elements Under Negotiation list 2 Accepting the proposal of the Service Provider 3 3 Service Providers withdrawn list 4 Declining a Service provider Referral Management 13

14 KEY FEATURES PLACEMENT MANAGEMENT: REQUEST FOR PLACEMENT ASSIGNED Placement needs to be re-assigned Placement assigned During the process and time lapse of a placement being negotiated and the Planned start date - a placement may still be recinded 1 for various reasons. Due to the time lapse a new placement search will need to occur. Otherwise - all placement details of the house as provided by the Provider Portal will be available 2 including the ability to cancel or extend 3 a placement as necessary. It may also occur that a new 4 placement is required while the current placement is still active. 1 2 Main elements 3 1 Notification of a recinded placement - which will create an alert in My Organiser 2 Current placement details 4 3 Ability to cancel or extend a placement 4 Find a new placement 14 Referral Management

15 PROTOTYPE SERVICE_PROVIDER_LOGIN.HTML Password: SHFL Referral Management 15