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Standard Operating Procedures – Case Management. Linda Jaco Milissa Gofourth Melinda Fruendt October 13, 2010. Purpose . A Standard Operating Procedure (SOP) is a set of written instructions that document a routine or repetitive activity followed by an organization.

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Standard Operating Procedures – Case Management

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standard operating procedures case management

Standard Operating Procedures – Case Management

Linda Jaco

Milissa Gofourth

Melinda Fruendt

October 13, 2010

  • A Standard Operating Procedure (SOP) is a set of written instructions that document a routine or repetitive activity followed by an organization.
  • SOPs document the way activities are to be performed to facilitate consistent conformance to technical and quality system requirements and to support data quality.




  • Written in a concise, step-by-step, easy-to-read
  • The information should not be overly complicated
  • The term "you" should not be used, but implied
  • Keep it simple and short
  • Information should be conveyed clearly and explicitly to remove any doubt as to what is required
  • Use a flow chart to illustrate the process being described
case management sop
Case Management SOP
  • Initial Contact & Information
    • Outreach – conferences, workshops, etc
    • Phone call inquiries (toll free line)
  • Gather needed information
    • Assign case number
    • Document in database
  • Determine what services may be appropriate
    • Next steps – time frames
provide information
Provide Information
  • Refer to appropriate providers, funders, and resources
    • Mail necessary documents
  • If farm assessment is needed
    • Mail AgrAbility Application
    • Release of Information
    • Appropriate educational materials
  • Follow-up as necessary
completing the application process
Completing the Application Process
  • Offer assistance for completing application
  • If application not received – move client to inactive I&R in database
  • If application received – move to active client status
    • Document application information
    • Staff for potential funding sources
active client
Active Client
  • If disability is a barrier to employment discuss DRS services
    • Send DRS application and other necessary documentation
    • Offer assistance with completion of DRS application
  • If DRS application is not complete proceed to arrange farm-site visit
  • If DRS application complete – provide to DRS liaison
case management drs client
Case Management DRS Client
  • Coordinate employment services between client and DRS counselor
  • Once DRS initial interview complete coordinate farm-site visit
    • Invite DRS counselor
  • Provide DRS list of co-shared clients monthly
farm site visit
Farm-site Visit
  • Coordinate with AT Act Program appropriate equipment to take for demonstration or short-term loan
  • Identify any additional supports needed – take materials
  • Complete draft assessment report
    • Provide to Counselor with follow-up conversation
    • If needed request referral for DRS AT Specialist
case management continued
Case Management Continued
  • Complete DRS assessment report
    • Finalize priorities based on employment needs
    • Identify AT needs and vendors
    • Discuss with client
  • On going case management
    • Follow-up on services with client & counselor regularly
    • Follow-up with vendors, Extension, IFMAPS, etc.
non drs agrability services
Non DRS AgrAbility Services

Farm site visit

  • Coordinate with AT Act Program appropriate equipment to take for demonstration or short-term loan
  • Identify any additional supports needed – take materials
  • Complete assessment report provide to the client
case management continued12
Case Management Continued
  • Coordinate with funding sources
    • OkAT – the non-profit partner
    • Alternative Financing Program/Access to Telework Fund, low interest bank loan
    • PASS Plan other SSA work incentives
    • Refer to other resources Extension, ABLE Tech, Langston, etc.
  • Continue on-going case management
case closures
Case Closures
  • Based on the joint decision between AgrAbility and Client
    • Has AT been delivered?
    • Has AgrAbility done what we have agreed to complete?
    • Has Client done what they have agreed to complete?
  • Complete client survey
  • Success story moment


  • * Follow up with potential client verbally in 2 business days
  • * Mail AgrAbility application packet within 3 days
  • * Determine Client Status within 30 days

AgrAbility Program Flow Chart

  • Active Clients for Service Delivery
  • *If client is seeking third party funding - assistance with DRS application
  • * Process DRS application within 30 days
  • * Schedule on-farm site assessment within 2 weeks of initial interview with DRS counselor
  • * Complete assessment report and submit to appropriate parties within 2 weeks
  • * Coordinate funding resources
  • *Contact client every 4 to 6 weeks for on-going case management
  • *Coordinate assistive technology delivery
  • * Obtain customer satisfaction survey
  • * Create success story
drs initiatives
DRS Initiatives
  • Hosted meetings to coordinate DRS to AgrAbility responsibilities
  • Provided a staff liaison that is has decision making ability
  • Will host quarterly meetings for DRS and AgrAbility staff
  • Provides monthly reports on AgrAbility co-shared cases

DRS Co-Shared AgrAbility Program Flow Chart

  • DRS receives referral of farmer/rancher case from AgrAbility Project in state office, Programs Manager will be asked to assign the case to counselor.
  • Counselor reviews application and determines eligibility. (Note: If farmer/rancher applies directly to DRS , Counselor will refer client to the AgrAbility Project)
  • Counselor contacts AgrAbility Project, Case Manager, Sandra Stevenson at or 405-744-5182 to authorize on-farm site assessment.

The AgrAbility Project Program Manager will contact the Counselor and invite them to participate in the on-farm site assessment. Following the on-farm site assessment, the AgrAbility Program Manager will create the Assessment Report and submit a copy to the Counselor within 2 weeks (along with the invoice submission) and schedule an appointment with the Counselor to review the report at that time.


The AgrAbility Assessment Report will include, if needed, a referral to the VR or VS AT Unit, regarding the following: Vehicle Modifications (Non-Farm related), Wheelchairs and Seating Positioning, Computers and Home Modifications.

Counselor will complete comprehensive assessment and plan development with consideration of farm assessment report priorities. Future amendments may be needed for inclusion of VR or VS AT Unit recommendation(s).

The AgrAbility Project receives an updated monthly AWARE report regarding information on partner cases. The report includes the following: Case Notes, Client Name, Client ID, Case Status, Application Date, Eligibility Date, Plan Date, Staff Assignment (Area/Field Coordinator/Supervisor/Counselor), Disability Status (Priority Group/Impairment/Cause/SSA Status), Open Cases Planned Services, Service Category (Start Date/End Date), Authorization History, and Payment History.

Case work will continue to achieve successful closure. Counselor will authorize final payment to the AgrAbility Project upon invoice submission.

thank you
Thank you