WIC Client Transfers Section 3: Preparing for a Transfer-In

1. WIC Client TransfersSection 3: Preparing for a Transfer-In

2. Learning ObjectivesSection 3: Preparing for a Transfer-In • By the end of this section, you will be able to: • Recall why staff do not use the Transfer-In (TI) wizard until the person is physically present in the clinic. • Identify the correct client record in the TI wizard and the “Similar Client Record(s) Found” pop-up message. • Locate specific information in areas of the Transfer Data tab. • Search for transfer records of existing clients.

3. Most clients will call when they need to schedule an appointment to transfer into your clinic. Do not use the Transfer-In wizard until the personis physically present in the clinic. You must document in the Transfer-In wizard the client’s proof of ID and Residency that you saw. Instead of using the Transfer-In wizard at this time: 1. Use the Prescreen wizard to collect information on the Demographic tab. 2. Schedule a Transfer-In (TI) appointment.

4. Automatic search for potential transfer As information is being entered into the Demographics tabof the Prescreen wizard, Client Services will automatically search for Washington WIC clients’ transfer data by comparing the client’s: • First name (first initial) • Last name (first initial) • Date of birth, and • Gender of the client

5. The “Similar Client Record(s) Found” screen appears when one or more WA client records are found with similar data enteredon the Demographics tab. Review the message to determine if any of the records is the appropriate record to use for the transfer.

6. The Message Results Might Show: • One client’s record. • Multiple recordsfor different clients. • Multiple records for the same client. A message will not appear if similar records are not found.

7. If more than one similar record is found, select a client name from the upper area and view the detailed information in the lower area. Details in the lower area correspond to the client name highlighted in the upper area.

8. Once you have reviewed the Similar Client Record(s) Found message details, answer the question at the bottom of the screen, “Selected clientis a match?” • Select [No] when none of the records in the top area is a match for the client. • When you find a record that is a match and want to use that record for the transfer, select the one correct record from the top area, then press the [Yes] button.

9. When would you select the [No] button? The record displayed does not belong to the client you are serving. =

10. Select [No] when the record should not be used. If the client has NEWER eligibility dates than the record shownin the pop-up message, the newer eligibility dates are to be honored. Example: Jean was receiving WIC at your clinic. She moved to North Dakota without requesting a Transfer Card. North Dakota WIC certifies Jean and gives her new eligibility dates. Later, Jean moves back to Washington. She has a Transfer Card from North Dakota WIC. When WA WIC staff use the Prescreen wizard, the Similar Client Record(s) Found message appears showing the eligibility dates established at your clinic. To honor the dates on the Transfer Card, staff select [No].

11. It is especially important to rememberif you select the [Yes] button, Client Services thinks you want to use the selected record.

12. What do you do when?... • You do not receive the Similar Client Record(s) Found message but the client says she was on WIC at a different WIC clinic? • The client changed her name since she was at the previous clinic? • You are not sure if the record is a match for your client? Information on the next few slides will help.

13. What if I don’t get the message, but the client was getting WIC at another WA clinic? • Review the search criteria entered. Client Services compares the first initial of the first and last names, date of birth, and gender entered to other records in WA. You may need to edit the information entered because of a typing error or because a different name was used at the previous clinic. If any information needs to be edited, close the Prescreen wizard withoutsaving. Open the wizard again and enter the correct information on the Demographics tab. • The client’s eligibility may have ended at the previous clinic, or the record in “Expired” status. In both situations a record will not be found because the client is not eligible to transfer.

14. What if my client’s name has changed? Ask which name was used at the previous WIC clinic. I got married and changed my name since my last WIC appointment. Congratulations! What name did you use at the previous clinic?

15. When the client is present in the clinic and the Transfer In wizard is finished, the name can be changed. • Until then: • 1) Enter the name the client used at the previous clinic on the Demographics tab. • Select the matching record on the Similar Client Record(s) Found message, and answer [Yes]. Finish the Prescreen wizard. • Make a Flowsheet note for the month of the transfer appointment. Note the client’s new name. Add instructions NOT TO change the name until after the Transfer-In wizard is finished. If the name is changed before the transfer, the transfer record will not be found.

16. What if I’m not sure if the record is a match? 1. Review the details of the Similar Client Record(s) Found message. 2. Ask questions that will help you know if the record is a match.

17. Similar Client Record(s) Found Message Details Include: Client ID # Status Missing proof indicators Eligibility dates Clinic associated with the record Migrant income indicator Check information including the First day to use date, Food package, Rx indicator, and Lost/Stolen check replacement date How do you think these details might help you determine a match?

18. What questions could you ask that might help you determine if the record is a match? How about these? • Do you have a Transfer Card or anything from your last clinic that includes your client ID number? Items such as WIC checks, Certification History Reports, and ID/Appointment Folders include the client’s ID number. • At which clinic were you last receiving WIC services? • Did you receive checks from the previous WIC clinic? What are the dates those checks can be used?

19. I can’t find a record for a client. Help • I’m not certain which record to select. • Should I select “yes” or “no” to the match? • I can’t figure out when checks can be issued again. • Oops! I accidentally transferred in the wrong record! Contact CIMS SUPPORT whenever you have questions about Client Services 1-800-841-1410 x 7

20. When you select the [Yes] button and finish the Prescreen Wizard,the Transfer Data tab will appear on the Desktop. The Transfer Data tab contains the same details as the Similar Client Record(s) Found message. You can revisit the tab to review information. The tab remains on the Desktop until the Transfer In wizard is completed or until the client’s eligibility expires. Transfer Data tab

21. Try to find the following details on the Transfer Data tab beforeadvancing to the next slide: 1) Missing proofs indicator 2) Rx indicator3)Lost / Stolen date 4) Status 5) Clinic last associated with the client record Transfer Data tab

22. Missing proof indicators When a grace period was given to the client by the previous clinic, a dot will appear next to a client’s name & codes will appear in the missing proof area. Inc = Income ID = Identification PG = Pregnancy Res = ResidencyThese are the same codes used on the Flowsheet. The client must provide these proof items before receiving checks. Transfer Data tab

23. Lost/stolen checks indicator If a client had checks replaced that were reported lost, stolen, or destroyed in the past 6 months, a date will appear in this area. Transfer Data tab

24. Migrant income indicator When the “Migrant” box was checked on the Demographics tab at the previous clinic, an indicator appears in the results details. This indictor simply provides you with a reminder to assess if the client is still a migrant. If migrancy no longer applies, change the “Migrant” checkbox on the Demographics tab. Transfer Data tab

25. Record “status” A client’s record may be in one of these statuses: Termed, Enrolled, Presumed or Active. The status “Termed” does not mean the client is “out of eligibility” when it appears on the Similar Client Record(s) Found message, Transfer Data tab, Transfer-In wizard, or other related screens. When “Termed” appears in this status field it may mean a Transfer Card was issued at the previous clinic, changing the status to “Termed”. Once the Transfer-In wizard is finished, the status changes back to Active, Enrolled, or Presumed accordingly. Transfer Data tab

26. the complete certification (CC) must be done following the Transfer-In (TI). When the status field shows, “Presumed” or “Enrolled” • Either: • Schedule a TI with the clerk followed by CC with a certifier. • Schedule a TI with the certifier with enough time for a CC. • Schedule the CC with the certifier and make a note in the Flowsheet to use the TI wizard before the CC. Transfer Data tab

27. Clinic The name of the clinic associated with the record displays in this area. Following the Transfer-In process, the client will receive a new ID # associated with your clinic. If another clinic searched for the record, your clinic’s name would appear in this area. Transfer Data tab

28. About the Rx Indicator If an “X” appears in the  Rx box, this indicates the client has been receiving prescribed WIC formula and/or foods at the previous clinic. • The Rx end date isNOTavailable on the Transfer Data tab. • Nothing from the “Record Prescription tabs” at the previous clinic will appear in the client’s record after the Transfer-In wizard is used. Other areas that typically include a Rx indicator such as Checks screens, will not include Rx information. Transfer Data tab

29. IMPORTANT: Staff are required by policy to obtain and document the client’s prescription information within 30 days of the transfer. Because prescription information is NOT provided as part of the transfer record, staff must manually document prescription information in Client Services using “Record Prescription”. The prescription information cannot be recorded until after the Transfer-In wizard is finished. Find out where your clinic keeps prescription information until it can be recorded in Client Services. Transfer Data tab

30. Prescription Information and In-State Transfers The Rx indicator alerts staff that prescription information is required. Ask the client to bring a copy of the completed Prescription Form, or contact the previous clinic to request the information so you have it ready for the client’s Transfer-In appointment. The Transfer Data tab disappears after the Transfer-In wizard is finished,and the Rx indicator disappears with it. This makes Flowsheet notes especially important. Note that prescription information is required and communicate about any action taken to collect the client’s prescription information. Transfer Data tab

31. Transfer Data tab details help with scheduling. Staff schedule transfer appointments close to the time when checks can be issued. Assure that transfer clients do not miss out on benefits. Review these details: Client record Eligibility ends: March 31, 2010 Check Info: First day to use: December 19, 2009The “First day to use” date indicates the first day the client can use the last set of checks issued. This client’s checks are “good” from December 19 through January 19.  From the choices below, which date would be best to schedule the Transfer In (TI) appointment? Transfer Data tab

32. Compare Your Answer Client record Eligibility ends: March 31, 2010 Check Info: First day to use: December 19, 2009The “First day to use” date indicates the first day the client can use the last set of checks issued. This client’s checks are “good” from December 19 through January 19. Which date would be best to schedule the Transfer In (TI)? Transfer Data tab

33. Search for transfer records Existing Clients The Prescreen wizard cannot be used for clientswhose name is already found in your database. You must manually search for transfer records for these “existing clients”. Client Services helps you to find out if the client is able to transfer.

34. Search for Transfer Record To check if an existing client has a transfer eligible record at another WA clinic: 1. Select the client record on the Desktop. 2. Select “Search for Transfer Record” from the Client menu bar.

35. If one or more matches is found, an informational window appears. Review the information to determine if or when the client should be scheduled a Transfer-In appointment. When you finish reviewing the information, press the[Close] button. You will return to the Desktop.

36. If no records are found, a pop-up message will appear. Press the [Ok] button to close the message & return to the Desktop. Determine and schedule the most appropriate appointment type.

37. Section 3: Learning Assessment Assess your readiness to move to Section 4. You know you are ready when you can: • Recall why staff do not use the Transfer-In (TI) wizard until the person is physically present in the clinic. • Identify the correct client record in the TI wizard and the “Similar Client Record(s) Found” message. • Locate specific information in areas of the Transfer Data tab. • Search for transfer records of existing clients. Test your knowledge by answering the questions on the next few slides. Answer each question before moving to the next slide.

38. Test your knowledge: 1. Why do clients have to be physically present for the Transfer In appointment? Answer this question before moving to the next slide.

39. Compare your answer Clients need to be physically present in the clinic for the Transfer-In because: Staff must document in the Transfer-In wizard the client’s proof of ID and Residency that was seen. It is policy. Remember, when clients call to make a Transfer-In appointment, use the Prescreen wizard. Collect the client’s information on the Demographics tab and Client Services will do the automatic search for “transfer records” of clients participating at a Washington WIC clinic.

40. 2. You received the Similar Client Records Found pop-up message. Review the information from the message and the conversation: The client provided this information over the phone: First Name: AnLast Name: Lee Date of birth: 09-15-1988 “Similar Client Record(s) Found” pop-up message information: Client Name Date of birth Transfer ID Category Status Clinic Ang Lee 09-15-1988 99995561 PG Termed Walla Walla Angie Lee 09-15-1988 98675309 BF Termed Puyallup Conversation: You: “Where did you last receive WIC?” Caller: “Walla Walla”. You: “Did you receive a Transfer Card from the Walla Walla clinic?” Caller: “Yes, I have it right here.” You: “Would you please tell me the numbers on the top right corner of the card?” Caller: “Yes, they are 99995561”. Based on this information, do any of the records match?

41. Compare your answer. Yes. The Transfer Card numbers match the record for Ang Lee. To indicate a match, follow these steps: Client Name Date of birth Transfer ID Category Status Clinic Ang Lee 09-15-1988 99995561 PG Termed Walla Walla Angie Lee 09-15-1988 98675309 BF Termed Puyallup 1. Select the record for Ang Lee from the top area of the pop-up message. 2. With Ang Lee’s record selected, select the [Yes] button.

42. 3. Locate these areas of the Transfer Data tab before advancing to the next slide:  Client ID number  Rx indicator  Eligibility dates  The “First Day To Use” date for the last set of checks issued to the client Transfer Data tab

43. Compare your answers. Client ID number Rx Indicator Eligibility Dates First day to use date of the last set of checks issued to the client. Transfer Data tab

44. Remember, Client Services does not allow you to use the Prescreen wizard for clients who already have records in your database. 4. How do you search for “transfer records” of “Existing” clients?

45. Search for Transfer Record To check if an existing client has a transfer eligible record at another WA clinic: 1. Select the client record on the Desktop. 2. Select “Search for Transfer Record” from the Client menu bar. 3. An information window will appear if a transfer eligible record at a different WA WIC clinic. Review the information and schedule the client accordingly. How does your answer compare with these steps?

46. End of Section 3 How did you do? Do you feel you prepared for the next section? When you are ready, “Transfer In” to Section 4.

47. This institution is an equal opportunity provider. Washington WIC does not discriminate. For persons with disabilities, this document is available on request in other formats. To submit a request, please call 1-800-525-0127 (TDD/TTY 1-800-833-6388). DOH 960-192 March 2010