Case Management is the process utilized to monitor the continuity and quality of service provision. The role of the Case Manager is to empower persons served by promoting self reliance, help individuals actively participate in the Workforce Development Services components and facilitate independent decision-making based on agreed goals. The focus is to help clients attain the behaviors and skills necessary to actively participate in the community. The techniques and procedures described are based on a centralized case management model and are applied to each client, regardless of the service provided.
Intake and Orientation
General Entrance Criteria
Any individual with a documented disability, unemployed, underemployed, criminal record, receiving TANF and/or Food Stamps or with other social barriers and meets the following general entrance criteria may qualify for services.
- Minimum of 16 years of age (current work permit required, as applicable)
- Able to care for personal needs with limited accommodations
- Able to arrange/provide own transportation (with or without assistance)
- Ambulatory or mobile non-ambulatory
- Able to earn the federal minimum wage (or state minimum wage if higher)
- Not dangerous to self or others
- Has a social security number
- Can legally work in the United States
- Able to benefit from participation in services
- Has indicated a desire to obtain employment
Admission to Goodwill Industries’ Workforce Development Services programs is considered on a case by case basis by the Case Manager, reporting to the Director of Workforce Development Services, but under the final supervision of the Vice President of Workforce Development Services.
Waiting Lists
Individuals referred for services will be admitted as soon as there is an opening. If there is a waiting list, they will be placed on the list according to referral date.
Individuals served and the referring agency will be informed of the approximate length of time prior to program entry. When an opening occurs, the Case Manager will contact the client to schedule an intake appointment. If, after reasonable attempts are made, the Case Manager is unable to contact the individual, or if the individual is unavailable to participate, the Case Manager will proceed to the next person on the list.
Fees
The referral source is responsible for paying the fees charged for services. It is not the policy of Goodwill to charge individuals for the service. If services are sought by a person who does not have fee sponsorship, the Case Manager is responsible for referring to the appropriate agency. In the event that appropriate sponsorship cannot be obtained for otherwise qualified individuals, the service may be provided at no charge.
Referral Information
The referring agency will provide Goodwill Industries with information appropriate for the provision of effective and comprehensive services. The client will not be eligible to begin services until proper documentation is received. Examples of such information include:
- A referral form indicating services sought
- Current medical information specific to disability (within the past twelve (12) months
- Current psychological information specific to disability (within the past three (3) years)
- Reports from previous services
Assessment and Intake Interview
The purpose of assessment is to determine if the services offered are appropriate. The Case Manager conducts an assessment for each client. The Case Manager will prepare a written social history for each person enrolled utilizing the current case management system.
After receiving the referral information, the Case Manager will:
- Contact the client to schedule an intake interview at either Goodwill Industries or a mutually agreed upon location. (Some programs have mandatory orientation meeting times that trigger the start of the intake process)
- Interview the client to gather social history information, evaluate eligibility based on entrance criteria and determine the appropriate services based upon the strengths, abilities, needs and preferences of the client.
- Provide the client with a schedule of activities in which he/she will participate in based upon the above information. If appropriate, schedule a case conference summary with the referral agency.
- Orient the client to the policies and procedures relevant to the components available at Goodwill Industries including, but not limited to:
- The mission, programs and services offered
- The process for the development of and input into program goals
- The rights and responsibilities of the person served, including the grievance procedure and appeal process
- Policies and procedures related to confidentiality of information
- Complete orientation check list in Goodwill’s case management system
Ineligibility
If a person is determined ineligible at the time of intake, the individual and the referral source will receive written notification indicating the reason and recommendations for alternative services.
Case Managers will keep a log containing the above information for the purpose of Client-Based Planning. This information will be summarized and submitted to the Vice President of Workforce Development Services annually for inclusion in long-range planning for client services.
Records of Person Served
Responsibility
The Case Manager, Clerical Aide /Administrative Assistant are responsible for creating an individual case record for each client. This includes completing the pre-entrance forms and filing the referral information. At the time of the file closure, the Case Manager (or other, as designated) will complete the Central File index form and sign it, indicating that all of the information is complete. The records will be transferred to a single file. Closed case records will remain in a designated site at each office. Records more than ten years old are destroyed in appropriate methods so that client confidentiality is maintained. If a contract requires retention of a file for more than 10 years, the file will be kept as mandated. For Workforce Investment Act files in Region 2, the contract requires that closed files are sent to the Regional Operator’s office for storage.
The Case Manager is responsible for maintaining a single case record on each person served. This includes filing the individual plan, program plans, program reports, case conference summaries (as appropriate) release of information forms and incident reports (if appropriate). The Case Manager conducts periodic reviews (no less than monthly) to ensure that all necessary information has been completed and filed.
Time frames for entries into records of clients:
- Vocational Evaluation (Referrals from Vocational Rehabilitation) – Vocational Evaluation reports are completed at the conclusion of the program. The reports are filed no later than five (5) business days after the program end and/or case conference.
- Other program reports - Other program reports are completed every thirty days and at the completion of the program. Reports are filed no later than five business days after they are completed and/or the case conference is held.
- Critical Incident/Interaction Reports: All critical incident/interaction reports are completed and filed within 24 hours of the occurrence.
- Case Notes – Case notes are contained in the working file and are filed in the central file on a monthly basis and at the completion of the program.
Referral
The Case Manager is responsible for referral of client to other agencies based on needs identified in the individual program plan. The Case Manager is responsible for obtaining and maintaining a working knowledge of available community resources through participation in community educational events and professional services.
Quality Assurance – Case Records Review
Files are subject to the case records review schedule each quarter. Case Managers are charged to ensure that files are current each month so that they are ready for inspection at any point in time.
Each Workforce Development Services office will be required to pull seven percent (7%) of active cases and three percent (3%) of inactive cases. The list is provided to the Directors by the Workforce Development Services Specialist to ensure that random cases are pulled. If a program has completed an audit during that quarter, the results of the audit will suffice for the case records review.
The files will be brought to a central location and dispersed among directors so that no director is reviewing cases under his/her supervision. Mandatory forms will be completed on each file selected to ensure that it is in compliance.
The Workforce Development Services Specialist will compile the results of the individual case surveys and write a report highlighting the strengths and weaknesses of the files. The report will be used for training purposes with staff to ensure that the department maintains high quality standards in the files.
Client Access to Files
Clients receive a copy of reports, plans and case conference summaries produced by Goodwill staff. Individuals may request additional copies by contacting their Case Manager. Copies of information generated by other professionals or agencies must be requested from the source.
Exit/Discharge
At the point of discharge, the Case Manager will complete final paperwork, as required by the referral source. The Case Manager will close the file and terminate the client’s activity in the case management system.
The Case Manager (or Clerical Aide/Administrative Assistant) will ensure that all paperwork is in compliance in the file and will official close the file and prepare it for the archives.
General Exit Criteria
- Voluntary withdrawal from program
- Goals identified in the individual program plan(s) have been met
- Noncompliance with individual program plan goals and/or written contracts
- Behavior which presents danger to self or others
- Failed drug screening in which the individual refuses to seek additional services to determine if a substance abuse problem exists.
