Entering Data in ETO to Accurately Reflect WIPA Service Delivery January 2014

1. Entering Data in ETO to Accurately Reflect WIPA Service Delivery January 2014

2. WIPA Data Collection: Efforts to Outcomes (ETO) • WIPA Requirements detailed in 2013 Terms & Conditions: • Collect and report beneficiary information (to include the Social Security Number) required by Social Security for evaluation and statistical purposes only. • Beneficiary data including Personally Identifiable Information (PII) must be entered into the Social Security approved National WIPA Data Collection System (ETO) and only ETO. Projects are not authorized to maintain beneficiary PII in any other data collection system.

3. ETO Required Training Sessions • Session #1: ETO For WIPA • Session #2: Entering Data in ETO to Accurately Reflect WIPA Service Delivery • All WIPA project staff who have access to and use the ETO data system are required to complete both training sessions, regardless of past experience with ETO. This includes: • WIPA project staff who provide direct services to beneficiaries and enter data in ETO • WIPA project managers and administrators who access ETO for reports and program management purposes • WIPA staff with no prior ETO experience must complete both training sessions before beginning ETO data entry.

4. ETO Required Training Sessions • VCU will provide the WIPA Technical Helpdesk with a list of individuals who have completed both required sessions early next week. • Within two to three days of receiving the list, the Helpdesk will update user accounts to ensure access to the WIPA live data entry site for all on the list. • If you are participating in today’s call and did not provide your name to the operator, please contact Julie Schall with this information.

5. Learning Objectives • Understand the purpose of ETO data entry • Know what data to enter and when to enter it in the I&R program • Know which beneficiaries to enroll in the WIPA program, and how to accurately record data (what and when) on WIPA services provided • Know where to go for help with technical and programmatic questions

6. Important ETO Updates & Enhancements • New Partners involved in the ETO Data Collection Effort • Enhancement to WIPA Program Managers’ Data Access • Changes to Required ETO fields • New definition and rules for entering beneficiary ‘Efforts’ • Enhanced ability to record beneficiary case notes in ETO • New access to ‘upload document’ feature

7. Purposes of ETO Data Entry • Record of services provided to individual beneficiaries for case management purposes. • Record of baseline and ongoing changes in beneficiary’s status – indicator of service impact • Vehicle for beneficiary referrals for WIPA Services from the Ticket to Work Helpline • Provides data for WIPA managers for quality assurance / program improvements efforts • Reporting to Social Security Office of Research, Demonstration and Employment Support (ORDES) on WIPA service delivery and beneficiary outcomes, including WIPA benchmarks

8. Importance of Accurate ETO Data Entry • ORDES is committed to evaluating the overall WIPA program and the performance of each project. • Need accurate and complete information from each project, as captured through the ETO data system to assess and monitor individual project performance • Data collection goal: document the activities and successes of the WIPA projects and share these results with Social Security and Congress

9. Overview of the ETO Programs

10. Basics of Accessing the ETO data system • ETO is an internet based data collection system • WIPA ETO system has a separate ‘site’ for each WIPA, as well as a site for the TtW Helpline • Only WIPA & TtW Helpline personnel who have favorable suitability determination are permitted to access • Each person authorized to access the WIPA ETO system will have a security certificate installed on his/her computer and will be assigned his/her own unique user name and password (MAY NOT BE SHARED)

11. Basics of Accessing the ETO Data System • CWICs, Intake Specialists, I&R Specialists have a ‘staff’ user role (same as former WIPA program) • WIPA managers, administrators, report writers have a ‘program manager’ user role with all functions of a staff role, plus ability to: • View the efforts that have been entered by other staff  • View the items listed on a particular staff's To-Do list (reminder function) • Run reports that have been scoped to the level of Program Manager (generally those that run data across a program covering all staff in the program)

12. A Basic Overview of ETO: Two Programs The data system is divided into two main parts, or programs: I&R Program - entitled “Initial Contact and Demographics” in ETO. The I&R program captures demographic and I&R service information. All eligible beneficiaries who receive services from your WIPA project are entered into the I&R program first. This is also the program used for receiving and processing referrals from the TtW Helpline. WIPA Services Program - Only beneficiaries you provide WIPA level (intensive) services to are entered into this program. This is where all information is recorded on (1) WIPA level services your project provides, and (2) beneficiary status.

13. Basic Features Available in Both Programs Within each program, ETO has features that allow you to complete certain tasks. • Enrollment • Assessments:Forms in ETO that capture information about the beneficiary’s status and changes is status over time • Efforts: The place where information and case notes on the services you provide a beneficiary are captured • Dismissal: The feature in ETO to make a beneficiary inactive. Beneficiaries that are dismissed can be reactivated

14. Where to Go for Assistance with Technical Issues • Requests for assistance with technical issues should be directed to the WIPA Technical Helpdesk: • 855-816-0890 or support@wipaccess.com Monday – Friday, 8:00am – 8:00pm EST • Examples of technical issues include: activating a secure government furnished computer and ETO user account, access to ETO, difficulty logging in, finding a beneficiary in ETO, missing data, hardware or software issues, technical difficulties with accessing reports in ETO, how to upload documents.

15. Where to Go for Assistance with Other Issues/Questions • All requests for assistance related to entering data on beneficiaries to accurately capture services provided should be referred to your VCU Technical Assistance Liaison. • Examples include: determining who to enter into I&R and WIPA services; determining how to view TtW Helpdesk referrals into ETO; when to dismiss someone from I&R; deciding when a follow-up assessment is necessary; or when to enter efforts into ETO • For TtW Helpline referral issues, also include Laura Coffey: lcoffey6@hotmail.com

16. Working in the I&R Program

17. I&R Program • Who do you enter into the I&R program? • What data / forms must be entered into the I&R program? • When do you dismiss beneficiaries from the I&R program? • Tips for entering beneficiary information into the I&R program

18. Who do you enter into the I&R Program? • Enter all callers who you determine; (1) eligible to receive services from your WIPA project, and (2) do receive some services from your project • All services provided by a WIPA project begin with delivering Information and Referral services • Since the I&R program in ETO captures the I&R information, all beneficiaries eligible for your services should be entered in this program

19. Definition of Beneficiaries Who are Eligible for Any of the WIPA Services WIPA eligibility criteria: • At least age 14, but not yet full retirement age • Disabled per Social Security’s definition, and • Already receiving (or approved to receive) Social Security benefits based on disability (SSI or a title II disability benefit such as SSDI, CDB or DWB). • WIPA Eligible or Not: A Quick Reference Guide http://www.vcu-ntc.org/resources/viewContent.cfm/746

20. Only Enter Beneficiaries Who are Eligible for WIPA Services in ETO! • Avoid entering individuals who are not WIPA eligible by careful upfront screening. • If a beneficiary is entered in ETO, and later determined to be any of the following: • Not eligible for WIPA, • Not in your WIPA service area, • A duplicate entry, or • A BOND participant in the treatment group (T1, T21, T22), Change the beneficiary’s last name to ‘Fake.’ Using the ‘Fake’ function permanently deletes the beneficiary record in ETO.

21. What Must be Entered into I&R: Enrollments All beneficiaries who are eligible for and receive services, must be enrolled in I&R: • Highlighted fields must be completed to move on: first name, last name, benefits received at intake, how did the customer hear about WIPA, employment status at intake, and program start date • While other fields are not required to move forward in ETO, they are required by Social Security

22. What Must be Entered into I&R: Enrollments • SSN is a required field. However, if a beneficiary requests I&R assistance, but is not willing to provide their SSN, WIPAs have two options: • Provide I&R service, and do not enter the beneficiary in ETO, or • Provide I&R service, and enter the beneficiary in ETO, leaving SSN field blank • Projects will not be penalized for leaving SSN blank in I&R program.

23. What Must be Entered into I&R: Assessments All beneficiaries eligible for your services must have an I&R Assessment • Required to fill in every section, including ‘time spent’ • Additional I&R Assessments: For beneficiaries who do NOT move into the WIPA program, if a new I&R need arises and WIPA services are still not needed, complete another I&R assessment

24. What Must be Entered into I&R: I&R Efforts (I&R Case Notes or Initial Case Notes) • The Efforts feature in the I&R program is completely optional (not used in reports) • If you do choose to use it, you can use it to track any activities you do in relation to the delivering the I&R service (including attempts to contact the beneficiary), as well as any additional I&R contacts you have with beneficiary after that service is complete • When recording an effort at the same time as the I&R assessment, it is acceptable to account for the time spent in both places

25. What Must be Entered into I&R: Dismissal • Using the ‘dismiss’ function moves the record to an inactive status, but it remains in the database. • Required: dismiss from I&R any beneficiary referred to or receiving WIPA services • Optional: moved out of service area, deceased, I&R need met, incarcerated, unable to contact, declined additional services

26. Tips for Entering Data in the I&R Program • Make sure you are in the I&R program (not the WIPA Program) before you start entering data • Check for duplicates / BOND participation before adding a beneficiary • When searching with the Search for current WIPA and BOND Beneficiarieslink, you MUST enter the SSN without dashes. • Double check your entries to ensure accuracy of data (look for transposed numbers, letters, misspellings, etc.)

27. I&R Program Summary • Enroll: All beneficiaries who meet WIPA eligibility criteria and for whom you provide at least some services • Assessment: Complete an I&R Assessment for everyone enrolled in the I&R program • Additional I&R Assessments under narrow circumstances • Efforts: Totally optional; can be used for recording your I&R activity if you choose • Dismissal: Dismiss any beneficiary from I&R who will receive WIPA services and enroll into WIPA

28. BASS Ticket to Work HelplineReferrals to WIPAs

29. Helpline Specialists as “Employment Cheerleaders” • The mission of WIPA is to provide clear and accurate information to beneficiaries and to promote employment and enhance an individual’s financial independence. • The Helpline provides an intermediary service to screen and refine referrals to the WIPA projects.

30. Helpline Specialists as “Employment Cheerleaders” • Helpline Specialists can encourage callers to pursue employment by being the “employment cheerleader.” • Provide general information to encourage the beneficiary to see the benefits of working. • The purpose is to identify the individuals who NEED individualized WIPA services and to facilitate and encourage the connection (referral).

31. Helpline Referrals = Priority • Social Security has indicated that referrals received via ETO from the Helpline are to be given high priority status for WIPA services. • Initial eligibility screening has been completed by Helpline Specialists. • Intake and I&R Assessments have been completed. • Beneficiaries expect follow-up contact from WIPA project within 3-5 business days of referral.

32. Initial Eligibility Screening • Helpline Specialists verify beneficiary eligibility for WIPA services based on information in MAXSTAR system prior to proceeding with their established call flow. • Screening process answers the following questions: • Is the caller eligible for WIPA services? • How close are they to working? • What information is needed? • Determine where the person is on the Employment Continuum by asking probing questions.

33. Helpline Call Flow • Greeting and WIPA Eligibility Verification • Summary of Reason for the Call • Probing Questions • The “Message” • WIPA Introduction • Work Incentives Information • WIPA RE-Introduction/Permission to Refer • Privacy Statement/ETO Referral • Call Closure

34. Helpline ETO Referral Notes • County of Residence: • Ticket Assignment Status: • Employment Status: currently working, has a job offer, interviewing, actively seeking (completing applications), potential PASS development, etc. • Best Time/Number to Call: • Other Beneficiary Concerns: • Privacy Statement Read: yes / no

35. TtW Helpline – WIPA Referral Protocols Two documents (“TtW Helpline – WIPA Referral Protocols”and “TtWHelpline – WIPA Quick Reference Guide”) provide information on: • How to check for referrals from the TtW Helpline in ETO. • How to review beneficiary data in ETO to determine appropriateness of referral. • How to accept or reject referrals from the TtW Helpline. • Requirements for making contact with the beneficiary referral. • Protocols for handling questions or issues related to Helpline referrals.

36. Working in the WIPA Program

37. WIPA Program • Who do you enter into the WIPA program? • What must be entered into the WIPA program? • Uploading Beneficiary documents in the WIPA program. • Who do you dismiss from the WIPA program? • Tips for entering beneficiary information in the WIPA program.

38. Who do You Enter into the WIPA Program? Criteria to trigger WIPA Program enrollment consists only of the following: • The CWIC offers to provide individualized services to the beneficiary, • The beneficiary expresses a desire and willingness to receive these services, AND • The CWIC begins providing individualized services (i.e. beneficiary provides signed releases, CWIC interprets BPQY provided by beneficiary)

39. Who do You Enter into the WIPA Program? • Keep in mind that anyone who is deemed eligible for WIPA level services must initially be enrolled in and then dismissed from the I&R program prior to entry into the WIPA program • NEVER enter a beneficiary directly into the WIPA program

40. Characteristics of Who Gets Enrolled in the WIPA Program • Individuals who are already employed with urgent benefits issues that could cause employment loss or reduction. • Individuals who are already employed who require assistance with managing work incentives to maximize the financial benefit from working. • Beneficiaries who are already employed but are considering a job change of some sort for which work incentives counseling is needed.

41. Characteristics of Who Gets Enrolled in the WIPA Program (continued) • Individuals with job offers who need information in order to make a decision about accepting employment or individuals who have already accepted employment and will begin work soon. • Beneficiaries who are actively looking for work, receiving job placement / job development services, or are actively planning for self-employment. • Individuals who are interested in pursuing employment and need accurate information to access appropriate employment support services. • Individuals who are interested in pursuing employment and are strong candidates for PASS or other work incentives.

42. What Must be Entered into WIPA: Enrollments Those eligible for WIPA level services who you begin delivering WIPA services to should be enrolled the WIPA program: • Dismiss the beneficiary from the I&R program with the reason of: ‘referred to WIPA’ • Change program to WIPA Services • Using the ‘Enroll Participant’ link, search for the beneficiary by SSN • Required fields for Intake Page were filled on the I&R program, but be prepared to update demographics as you get more information • SSN is required

43. What Must be Entered into WIPA: Enrollments • If a beneficiary was entered in the I&R program without an SSN, then later requests WIPA services: • Update the demographics page (View/Edit Participant) in the I&R program with the SSN and save changes • Dismiss the beneficiary from the I&R program with the reason of: ‘referred to WIPA’ • Change program to WIPA Services • Using the ‘Enroll Participant’ link, search for the beneficiary by SSN • SSN is required in the WIPA Services program

44. What Must be Entered into WIPA: Baseline Assessment • Complete for ALL individuals enrolled into the WIPA program • A beneficiary only gets one Baseline Assessment • Required to fill out every section. (The Benefits Analysis section is required, it is no longer optional.) • May take more than one sitting to complete (may only get partial info from the beneficiary in one contact) • Continue updating Baseline Assessment and save as draft until the point you have verified allbenefits. • Once all benefits are verified, the Baseline is complete and saved as ‘final’. No further updates are made to the Baseline Assessment at this point.

45. What Must be Entered into WIPA: Follow-up Assessments Complete for a beneficiary anytime there is a change in his/her situation (such as a change in employment, education, or use of work incentives) after the baseline assessment is completed. • No limit to the number of Follow-Up Assessments • Each time you learn of a change in a beneficiary’s situation, take a new Follow-Up Assessment • CWICs are required to fill out every section • Examples: start/stop working, increase/decrease hours or wages, employer health coverage starts/stops, work incentive starts/ends, assigns Ticket

46. Uploading Beneficiary Documents in ETO • WIPA projects now have the capability to save and upload beneficiary documents in ETO. This includes: • Documents created on the government furnished WIPA computer and uploaded in ETO • Documents created on a different WIPA computer that will be transferred to the Social Security computer and uploaded • Documents received from other sources electronically and uploaded • Documents received from other sources electronically, and subsequently scanned and saved to the government furnished computer for uploading

47. Uploading Beneficiary Documents in ETO WIPAs are strongly encouraged to save and upload the following types of documents: • Correspondence created / sent to beneficiary or other agencies • BSAs and WIPs • Release of Information forms • Signed WIPA program policies, procedures, and rights form(s) • BPQY and other benefits verification forms • Social Security work development and work incentives development forms/documents • Work incentives documents for other programs • Copies of Individual Plan for Employment or other employment related plan documents • Pay records (documentation on pay received, copies of receipts for wage reporting)

48. Uploading Beneficiary Documents in ETO • This feature is only available in the WIPA program, you cannot upload in the I&R program. • There is no limit on the number of documents, size of documents, or frequency of uploads. • There are no ‘required’ uploads. However, Social Security is eager to minimize paper records to the greatest extent possible and therefore strongly encourages uploading pertinent documents.

49. Uploading Beneficiary Documents in ETO • To upload a document in ETO: • click on ‘Beneficiary Assessment’ link on the home page • search for participant • select ‘Take New Assessment’ • Select ‘Upload File’ • Identify the name of the document (how you want it to show in ETO) and then click ‘upload’ • Follow the wizard to find and upload your document • Guidance will be shared by the WIPA Technical Help Desk on how to transfer electronic and hard copy documents from other sources to the government furnished computer for uploading.

50. What Must be Entered into WIPA: Efforts In the WIPA program, efforts are defined as any action with or on behalf of the beneficiary: • Everycontact, attempted contact, or action with a beneficiary or with another entity on behalf of the beneficiary should be recorded as an effort. (‘Value’ field will indicate if you reached the beneficiary or not. ‘No’ would be selected if you attempted contact but only left a message.)