DIP
Scheduling
Emails/VM's
Call Backs
Documentation
Suicidal Ideation
Suspends
Address Changes
STS tickets
Perm Changes
100
What is the DIP?
Dog Incident Policy
100
When a CM is on-call, they only have to work their on-call shift and then get the rest of the day off. True or False?
False. DW is required to be in the office for their on-call shift and must work their full work day shift (8hrs for FT, 7hrs for PT)
100
Most emails and voicemails related to on-call come from which 2 departments?
Customer Service & Volunteer Services
100
What are call backs?
When a client misses their meal, CLS and CS do call backs to check in on the client to make sure they are okay
100
When on-call, what is the most common case note type a cm will use?
Type: On-call
100
Case Managers and Social Workers are required to report any threats a client makes to harm themselves and or to harm others. True or false and why?
True; we are mandated reporters
100
When an active HDM client calls in to suspend their meals, what is the first thing I should check in SF
Check the suspend record to make sure the client isn't already suspended.
100
For address changes, who's responsible for follow up on unassigned cases?
The duty worker
100
Who should you assign STS cases to?
Miguel
100
What is the rule about same day suspensions and suspending on a day that falls on a weekend or holiday?
Don't do it!
200
After a report of a dog bite, what is the first thing that should happen?
All HDM household members should immediately be suspended
200
What time is "Crunch Time"?
10:30-1:30. Crunch time is the time when meals are being delivered and CS/VS are getting the majority of calls from clients.
200
When can you delete emails from the DW email folder?
30-45 minutes before the end of your on-call shift.
200
When you're doing a call back for a High Risk client, you can close the case as soon as you call all listed contacts in SF; even if you don't get a hold of anyone. True or False?
False; you need to hear back from someone (client or emergency contact or call 911) before closing the case
200
On-Call case note type will override Urgent, Volunteer, or well check case note types. True or False?
False. Urgent, Volunteer, and well check case note type will always override the on-call case note type
200
If a volunteer reports abuse/neglect/ exploitation or suicidal thoughts/ideation of a client, why should you encourage the volunteer to call APS or 911/MCOT themselves?
All of these agencies prefer 1st hand information. They will ask questions that you may not know the answers to as you were not the person who witnessed the situation.
200
What is the rule about suspending when clients miss 2 meals in a row?
It's an automatic suspension if we are not able to connect with the client/EC
200
Address change case should be assigned to who?
Cynthia
200
What does STS stand for in regards to Metro Access tickets?
Extra 100 Points if you know what STS means related to meals
Special Transit System or Special Transportation Services
Short Term Services
200
Late cancels for the day of delivery must be done before what time?
8:15am
300
How long does a client stay suspended after a dog bite?
Client's will remain suspended until the person bitten is cleared for rabies, the signature page is returned, and a member of CLS management has gone out to check for safety modifications.
300
A courtesy email will go out every month reminding you to make sure your days off are in the On-Call Calendar. What should you do if you don't see your days off in the calendar?
Immediately notify your supervisor so they can get it into the calendar before the on-call schedule is made for the month.
300
When checking voicemails that come in to the on-call email, should I click on the attachment or the link to access the voicemail?
The attachment
300
When you get an email about a client missing a meal, where in SF can you find what you need in order to document your call back (which quick link)?
Cases
300
When should a well check case note be used?
Only when the CM is going out to check on a client. Well check case note type should not be used for calling 911
300
There are 4 initial questions you should ask clients who express suicidal ideation. What are 2 of those questions?
-Have you wished you were dead or wished you could go to sleep and not wake up?
-Have you had any actual thoughts about killing yourself?
-Have you thought about how you might do this?
-Have you had any intentions of acting on these thoughts?
300
When clients report that they are moving, what suspend code should you use? (not the reason for the suspend)
2 or more days
300
Why should you NOT make changes to the physical address yourself?
Address changes must go through distribution to be re-routed. If a cm makes the change themselves, it never makes it to distribution and the clients will not get their meals.
300
If a client is unassigned, and the on-call cm gets a request for tickets, what should the on-call cm do?
Contact Miguel to see if the person is eligible. If they are, make a case so Miguel can send out the tickets.
300
In order to take effect, any diet/beverage changes, schedule changes and address changes must be done before what time?
2p
400
For unrestrained dogs, after the CM calls the client to remind them of the policy, what is the next step?
The assigned CM will deliver the DIP in person to review and obtain cl signature
400
Why is it important that you check the on-call calendar on the day that you are scheduled to do on-call?
You need to check to see who is out that day so you can make sure you're following up on any emergency emails from clients on that cm's caseload.
400
If an email that comes through the DW email is not urgent, and will not effect next day delivery, what should I do?
REPLY ALL that the assigned CM will follow up and then make a case note
400
If customer service needs help with ALL call backs, where can you find the list of call backs?
Extra 100 points if you can tell me the name of the list view
Under Cases. The list view is called *Today's Client Call Backs*
400
When a cm is on-call, when do they use the Urgent case note type?
911, APS, and Dog bite incidences (bite only, not for unrestrained dogs)
400
Name 2 pieces of information that 911 or MCOT might ask you when you call regarding a client with suicidal ideations.
Clients name, age, and height
Client's current location and address
Client's emergency contacts
Medications the client is taking
Illicit drugs/alcohol use
Possession of any weapons
Medical/mental health diagnoses
400
If you close a client from meals and they were actively suspended, what should you do with the suspend?
resume it for the day after the effective closure date
400
Why is it important to make sure address change cases are taken care of as soon as possible?
Because a client is missing at least 3 meals while address are being routed - during regular meal delivery, this is almost a week's worth of meals.
400
What are the 2 eligibility criteria for receiving STS tickets?
-Under 150% FPL
-Current Metro Access ID holder
400
What diet/beverage changes can cm's make?
Mechanical Soft to General Health, General Health to Mechanical Soft and Milk to Tea and Tea to Milk. All other changes must got through NHI via a referral
500
When does CLS management step in after a report of unrestrained dogs?
After the 2nd report of an unrestrained dog, CLS management will follow up with the client.
500
Once the schedule is published, if you get scheduled on a day that you want to take off, what do you do?
It is your responsibility to ask around to see if someone can take all or part of your shift (or to switch shifts with you). After finding that person, please email CLS management so the calendar can be updated.
500
Who do you email for Missed Meals prior to 1:30p?
VS, Distribution, CLS Management
500
When you do a call back and you are able to get in touch with a client regarding missing their meal, what do you need to do in SF, other than creating your case note?
Close the Call Back case!!!
500
Explain how to make a case note when an email is involved (how should you copy and paste emails into case notes?)
You should reply all and then copy and paste everything (except your signature line) into a case note
500
If the client says they are not actually suicidal, but that they still need some kind of assistance related to suicidal thoughts, where can I refer (2 places)?
National Suicide Hotline and MCOT (Mobile Crisis Outreach Team)
500
What does the Suspend Code: Entry Error/Client Cancel mean?
There was an error in creating the suspend. These codes effectively cancel out the suspend.
500
When making a case for address changes, there's a lot of information you should gather. List 4 things.
- New address
- Name of Apt complex
- Bldg #
- gate code
- special instructions
- moving date
- any new household members (with full names)
- pets
- Ask about bedbugs
- Ask about weapons in new home
- Indicate if currently NVC
500
What is important to remember when talking to clients about ongoing STS tickets?
Remind clients that this service is not ongoing/long term. Tickets are contingent on funding and availability.
500
When CM's start to do schedule changes again, what is important to remember and why?
If they are on a driver or volunteer route. Driver route changes may need to be approved with distribution