SmartCare
What should you do each day when you first log into SmartCare?
Check my dashboard
Check my messages
Check my documents in progress
Check my schedule for the day
What if you cannot remember which documents are required to complete for a new referral?
Review the deadlines checklist form in Teams.
Ask the teams chat
Attend Open Hours to receive clarification from a supervisor
Refer back to your previous cases
Review your caseload tracker
What if a member wants to engage with OhioRISE over the phone only?
Family Voice and Choice, we will interact with them over the phone as requested.
What if you are assigned a new referral that lives in a county that is not your assigned county?
Review with your supervisor to ensure there wasn't a mistake (supervisors make mistakes too).
Call to introduce yourself and to schedule an appointment, encourage over the phone and zoom appointments. *If they want in person talk to your supervisor about how we can accommodate this*
What if I don't feel that I need self-care?
Learn more about self-care and what it means/entails. You are probably already engaging in it, just carve out time to recongize that you are doing it and when you need to.
Do more research on your down time.
Talk to your coworker, family, friends, supervisor.
Cause you do need it!
What if you open a chart and do not see signed OhioRISE consent forms?
Ask the Program Coordinators if they need assistance obtaining the completed consent forms from the guardian.
What if you were unable to complete a form (Initial Comp, Risk Screener, etc.) before the first Child Family Team Meeting is scheduled?
Schedule a time after the CFT to complete the document with the family.
Gather information from the CFT to enter into the document and review answers with the guardian/member during an upcoming appointment time.
What if you are scheduled for a CANS appointment with a third party agency (TVN, TBR, Foster Placement, etc.) and you do not have a signed release of information from the guardian.
Call the guardian and receive verbal consent for the release of information. Upload the release of information into SmartCare.
What if a parent calls you, in tears because their child had a crisis last night, what do you do next?
Provide reassurance and a safe space for the parent to release their frustrations.
Remind the parent of the Crisis Phone Line options available to them.
What if I don't feel that my supervisor is supporting me the way I need?
Talk to your supervisor about it, help them learn the best way to support you.
If you are not comfortable reviewing with your supervisor, talk to Brandy W.
Upload it to SmartCare.
If it is not your client, you can help your coworker by uploading it or advising them (nicely) that it is missing.
What if you are completing the initial comp with member's mother (member declined to come to the meeting) and during the initial comp assess you learn that he engages in substance abuse and he is 18 years old, what do you do?
Review guardianship with the mother (who is his guardian). Ensure intake documents are signed by the guardian, ensure there is a ROI for the parents if member is his own guardian. AND reach out to your supervisor to determine who/when can a substance abuse screener/assessment can be completed.
What if you are behind on meeting "deadlines" because the member has been inconsistent with interactions with you?
Ensure all notes in SmartCare reflect the attempts/inconsistencies.
Update caseload tracker to remind yourself what needs completed.
Attempt to enter all information already gathered into the forms in preparation for reviewing once you are able to interact with the family.
What if you are running a CFT meeting and two of the providers being arguing during the meeting?
Attempt to redirect all members back to the agenda/topic.
Provide calm and professional reminders to remain on topic.
Change the topic to member strengths or another topic.
What if I don't have time for self-care?
Self- Care isn't' a thing/task to do, it is unique to you and your needs.
You should reflect on what is self-care and try to schedule time for it daily (and even throughout the day).
What if you just completed a Safety Plan in SmartCare what should you do next?
Ensure Brandy Warne is listed as the cosigner and send a message in SC to Anthony Principe indicating that Safety Plan is ready for Aetna.
What if you use the incorrect procedure code when entering a note in SmartCare for the CFCP you completed on paper?
See if you can "edit" the note first to correct the mistake.
Ask a supervisor to override the note to the correct code.
Review with the guardian their availability/preferred time of day for appointments. Review options for scheduling evening appointments, the next business day.
Remind the guardian of the afterhours crisis line, emergency services for crisis behaviors, the next business day.
Offer assistance to the family but inquire if the 3rd party representative can take on this task.
Review the resources spreadsheet in Teams, and google resources, or the provider search from Aetna to send a list to the family. Inquire if they need assistance.
What if you are feeling overwhelmed, not confident, or confused about your duties/expectations?
Advise your supervisor to talk about ways to reduce these feelings.
Take a moment to identify where you have these feelings the most, see if you can problem solve.
Ask for help! We are all in this together, we are a team. We all work differently but together. :)
What if you review your SmartCare calendar and see that it is not updated with this week's information, and you incorrectly have availability when you are out of the office?
*Bonus Question: What if you have been scheduled an appointment but your PTO request has already been approved?
Take some time to update the calendar.
Ensure there are no scheduled appointments.
*Please advise your supervisor. See if a coworker is able to take over the appointment for you. Call the family and see if they'd like to do the appointment sooner.
What if a family is asking for clarification about the OhioRISE program and services OhioRISE can offer?
Go to teams or your saved files, open an OhioRISE brochure and review then answers on the brochure with the family.
Talk to your co workers about ways to explain OhioRISE to members.
Talk to your supervisor during supervision or open hours for examples.
What if you are completing the initial comp with member's mother (member declined to come to the meeting) and during the initial comp assess you learn that he engages in substance abuse and he is 18 years old, what do you do?
Review guardianship with the mother (who is his guardian). Ensure intake documents are signed by the guardian, ensure there is a ROI for the parents if member is his own guardian. AND reach out to your supervisor to determine who/when can a substance abuse screener/assessment (ASAM) can be completed.
What if a new referral completes the CANS, Initial Comp Assess, and Safety Plan with you but now they are unresponsive and missing scheduled appointments to complete the CFCP and Risk Screener? You have already documented attempts to contact them, no shows, reschedules, and uploaded completed documents. You have already updated your calendar and tracker to reflect what is missing and next steps. You are already scheduled to follow up with them once a week.
Remind yourself that you are doing all that you can within the expectations of your duties.
Take a break and know that you are awesome, pat yourself on the back, keep documenting attempts! :)
What if I never engage in Self Care?
Begin engaging in self-care now!!
Now, now, now, now, now, now :)
Ask friends, family, coworkers, supervisors, pet, for ideas about engaging in self-care.