TPT & SAP Mastery
Within how many business days must the initial TPT be completed after assignment?
Within 3 business days.
What must always be reviewed and signed before submitting an MHM Funding Request List?
The MHM Terms and Conditions Policy
How quickly must staff respond to emails, calls, or texts during working hours?
Within 24 hours
How many leads per hour are HRS staff expected to identify during housing search?
At least 6 leads per hour of searching (12 per day)
What is the difference between a Client Stall and a Client Service Refusal (Pause)?
Stall is used when no work is being completed or the client is unresponsive. Service Refusal (Pause) is used when the client actively refuses services or there are billing/compliance issues.
What program must be used to open all DHS MHM forms to ensure dropdowns and pop-ups function correctly?
Adobe Acrobat using the BLRS paid account
What document must mirror the TPT exactly for non-waiver clients?
The SAP (DHS-6759P)
Before contacting county or state officials, who must staff consult first?
Their assigned Team Leader
If a property does not allow tours until an opening exists, what must be documented?
The no-tour policy and waitlist status
When a client refuses services or there are billing issues, what status may be used instead of stall?
Client Service Refusal (Pause).
For non-waiver clients, where must Demonstration Case Management be listed?
In the TPT Supports section and on the SAP
What must be completed and submitted together before a SAP can be processed for non-waiver clients?
The TPT and Risk Mitigation form
What are the weekly deadlines for case notes and billable logs?
Due Wednesday at 6 PM, corrections due Friday at 6 PM
If a housing lead has been contacted 4 or more times with no response, what should happen?
Stop including it and replace with a warmer lead
After a finalized TPT package is reviewed internally, who is the only person authorized to submit to DHS?
Molly
When revising a TPT, what must be updated besides the content?
The TPT date must be updated and the new date must also be included in the document title.
After completing and submitting MHM Supplemental Services and CCSS documentation, where must finalized documents be stored?
In the client’s CT folder within the client’s folder on the shared drive.
When we need current information or progress on a client, what should we do instead of relying on repeated emails to the social worker?
Increase direct, in-person client contact when possible by submitting an in-person visit request so a driver can meet with the client and gather needed information.
What specific details must always be included when listing the “one lead” for drivers?
Property name, full address, phone, contact, unit type, eligibility notes, tour policy, status, and next step
When a client discharges (planned, early, or AMA), who must be notified and what documents must be attached to the internal email?
Notify admin staff and Molly (if MHM client), and attach the incomplete Experience Evaluator with the last few questions checked boxes checked and the Combined AR Task List.
For non-waiver clients at discharge, what three steps must occur for Demonstration Case Management?
List DCM in the TPT Supports section
Include DCM on the SAP
Send a referral to Gateway (or the chosen DCM agency) and follow up using the tracking spreadsheet
What happens if the signed Terms and Conditions Policy is not uploaded before submitting a funding request?
The request cannot advance
A client cannot reach their assigned Discharge Case Manager. According to the Who to Call SOP, who should they contact next?
The Team Lead.
On a follow-up day with no tour target, what must be entered in the “one lead” field?
Approved follow-up language such as “Following up on existing leads...
If a client has been unreachable for 2–3 weeks, what steps must be taken before placing the client on stall or pause status?
Attempt outreach to the client’s other counselors, workers, or social worker (if applicable). If there is still no response, then stall or pause the client.