Money Follows the Person/ Pathways to Community Living

1. Money Follows the Person/Pathways to Community Living MCO – Colbert MFP Staff CRM WebApp Online Documentation Updated August 2014

2. Introduction • This presentation provides an overview of the MFP-Pathways to Community Living documentation processes for MCO Colbert-MFP Staff. • Documentation is completed online in the MFP CRM (Customer Relationship Management) Web Application (aka CRM, ‘web app’) • http://mfp.medicaid.illinois.gov • If you have difficulty accessing the online forms, completing the online forms, or errors, contact UIC.

3. CRM Training Materials • CRM Training materials are posted here: • http://nursing-mfp.webhost.uic.edu/CRM_training.shtml • Includes training dates, PowerPoints, and recorded webinars. • Future materials will include video tutorials, additional resources and a comprehensive training manual.

4. Getting Started in CRM System Requirements Web Browsers Network Requirements Licenses and Credentials Sign in and Sign Out Terms and Definitions Navigation Dashboards

5. System Requirements Minimum and recommended hardware requirements for the Microsoft Dynamics CRM web application. Source: http://msdn.microsoft.com/en-us/library/hh699710.aspx

6. Web Browser • Other Browsers are compatible with CRM as long as they have the specified operating system: • Mozilla Firefox (latest publicly released version) running on Windows 8.1 or Windows 8, Windows 7, or Windows Vista  • Google Chrome (latest publicly released version) running on Windows 8.1 or Windows 8, Windows 7, Windows Vista, or Google Nexus 10 tablet • Apple Safari (latest publicly released version) running on Mac OS X 10.8 (Mountain Lion), 10.9 (Mavericks), or Apple iPad • Internet Explorer versions: • Internet Explorer 11  • Internet Explorer 10  • Internet Explorer 9  • Internet Explorer 8 

7. Network requirements See All Requirements here: http://msdn.microsoft.com/en-us/library/hh699710.aspx • Microsoft Dynamics CRM is designed to work best over networks that have the following elements: • Bandwidth greater than 50 KBps • Latency under 150 ms • Notice that these values are recommendations and don’t guarantee satisfactory performance.

8. CRM Licenses and Sign-in Credentials • Every user needs a license for Microsoft Office 365. • Inform UIC of new staff that need licenses/access to CRM. • Staff at HFS will assign licenses to users. • Then, staff at UIC will create user profiles in CRM and notify users of their sign-in credentials • Agencies should notify UIC and/or HFS when users no longer need access to CRM • Inactive users will be removed from CRM after they have been verified as inactive Existing WebApp users will get new sign-in credentials (User names and passwords) for CRM.

9. Sign In to CRM Sign-in at Microsoft Office 365

10. Sign Out of CRM • The system will automatically Sign you out after you have been inactive for one hour or during planned system down time. • To sign out, click the gray person icon in the top right corner and select “Sign Out”

11. CRM Terms and Definitions • Views: lists of participants organized by specific data such as: • Cases not Contacted • Cases Considering MFP with No Informed Consent • Pre-Transition Cases • Transition Cases • Disenrolled Cases • Dashboard: Home screen that contains one or more views. Can be customized by you • Queue: Special lists not yet implemented • Reports: Some forms can be printed as reports (G, J, K) • Case: A case is created when a referral submitted through the online referral form passes the data quality checks at HFS and is routed to an agency home page. Participant’s should usually have only one case per agency. • Stages: Participants progress through stages • Contact • Informed Consent • Pre-transition • Transition

12. Navigate CRM • Hover over HFS MFP to view the navigation menu. These are the three main areas that most users will access

13. Navigate CRM • You may click on the dropdown menu to see more options under each of the main areas • Click on Dashboard to get to your default dashboard. • Click on MFP Cases to view a list of Active cases to which you have access • Click on Activities to see any Activities that may exist for you.

14. Dashboard When you sign into CRM, you land on your default dashboard.

15. Dashboards and Views • Dashboards have been pre-defined for each user type. • You can change your default dashboard. • You can change the views you see on your dashboard by selecting from the drop-down menus. • You can create and share your own views and dashboards.

16. View Other Dashboards Three Ways to View Other Dashboards

17. MFP/Pathways Referral Process

18. MFP/Pathways Referral Process • Submission of online referrals starts the MFP process. • If there are no issues with the referral data, it will be routed directly to the agency based on routing rules.  • If there are issues (e.g. data discrepancies, no RIN), the referral will be processed by HFS and manually distributed. • Once a referral is passed to an agency for follow-up, it becomes a “Case”.  • Cases are linked to a participant – meaning a participant can have multiple cases but all are linked together in CRM. Referrals are entered here: http://www2.illinois.gov/hfs/MFP/Pages/Referral.aspx

19. Referral Process Summary • New Referrals will be routed directly to your agency in CRM. • Initial contacts can’t be entered in CRM without a referral. • New referrals from HFS need to be followed up on within 10 days of receiving the referral. • Referrals can be sent back to HFS if they need follow up from a different state agency.

20. Participant Cases Access Cases Search for Cases Case Features Case Ownership

21. Access Participant Cases Access a Participant’s Case by clicking on the Case Number in any dashboard or view. Or Click on the square icon to open a larger view of that list in a new tab/window. There you can search for participants.

22. Search for Participant Cases Enter an * followed by any letters in the dialog box to conduct a search for a participant case. If you are searching for Florence Jones, enter *Flo or *Jo Change the view with the drop-down menu.

23. Case Features Case Name Progress Bar Important Dates and Participant Data . Cannot be edited. Contact UIC or HFS with questions.

24. Case Ownership • When referrals are sent to an agency, they need to be assigned to TC or “Owner” • New Participant cases that need follow-up are in the view called: Unassigned • Review your agency’s list of unassigned cases • Click on Case Number to select a case

25. Assign Cases To Myself To Another User or Team

26. Assign Cases On the Participant Case page, lick “Assign” to assign the case.

27. Assign Cases to Myself Select Assign to Me. Click OK. You are now the Case Owner (TC). Users can’t input case contacts until the case has an owner.

28. Assign Cases To Another User or Team • On the Participant’s Case Page, Click “Assign” to assign the case to another user or team.

29. Assign Cases To Another User or Team • On the Participant’s Case Page, Click “Assign” to assign the case to another user or team.

30. Assign Cases To Another User or Team: Step 2 Click “Assign to another user or team”, Then enter part of the user name or team name (agency) in the search box.

31. Assign Cases To Another User or Team: Step 3 Select the correct user or team as it appears when you enter the information. Click OK. The case has been assigned to another User or Team. You can also assign cases to users or teams from a list so that you can assign many cases at once.

32. Assign Many Cases at Once In a list view, you may select one or more cases using the checkmark icon in the left-most column. When cases are selected they will turn blue. Then click “Assign” in the top menu. Then you will choose to assign the case(s) to yourself or to another user or team.

33. Case Contacts

34. Case Contact (A)(Formerly First Contact Form A) • Complete a case contact within 10 days of receiving the new participant case from HFS. • Complete for all individuals who have been screened or received a brief face-to-face assessment. Participants must be contacted face-to-face in order to engage in MFP • Complete for all new participant cases that you follow up on that are no longer in the facility.

35. Complete Case Contacts The First contact date is shown here. Click “+” to add a new Case Contact. Click CONTACT (A) to expand the contact section. Case contacts are listed here. Click the “Name” link to view a contact.

36. Case Contact Required Data • Date of the Case Contact – this is the date you met with the participant. Participants that are still living in the facility of referral are required to have a face-to-face contact. • Outcome of the Contact (multiple choice) • New: Provide a brief description of the contact outcome, particularly for those “Not Considering”, i.e., not proceeding with MFP.

37. Case Contacts: Not in Facility If you find out from the nursing home staff that the participant you are trying to contact has become deceased or has moved out of the facility… Complete a case contact to document this. This closes the loop on the referral.

38. Considering MFP: Situation Changes prior to Informed Consent **New/Updated Process** • If a potential participant is “Considering MFP” at initial contact but priorto signing the informed consent the participant/guardian… • changes their mind or • The participant’s situation changes … • The TC should complete another case contact to document the date and new outcome.

39. Contact Outcome: Not Considering MFP • If at the time of Case Contact the participant is Not Considering MFP, the process ends, however... • You may create a reminder to revisit the participant • If you contact the participant again in the future create another case contact on the same record. • You may create multiple case contacts on the same case as long as the person remains in the Contact stage. This would occur when/if - • You conduct follow-up visits to determine if someone has changed their mind about participating in MFP or • You follow up on re-referrals for existing cases.

40. Contact Outcome: Not Considering MFP • Colbert Class Member Notes: • No additional documentation beyond a case contact is required for Colbert Class Members who are not considering or not eligible for MFP • If an individual is found to be eligible after the Colbert pre-transition process has occurred, they may still be enrolled in MFP as long as they are in the Pre-Transition process and complete all MFP enrollment and quality requirements. • If an individual is initially enrolled in MFP but later found to be ineligible (e.g. Chooses to move to a non-qualified community setting), make sure to dis-enroll the individual from MFP prior to the transition

41. Case Contact: Return Participant Case to HFS • If you receive a participant case that is not appropriate for your agency, you may return that case/referral to HFS (no longer have to send an email!). • Usually this would occur only if the participant is found to be enrolled with a different MCO. Ask UIC if you aren’t sure. • Select “Send Case Back” then select an option and Provide a short but detailed description. • You also complete a case contact to document your follow-up.

42. Informed Consent

43. Advance to Informed Consent Stage • When you have documented that a potential participant is Considering MFP, you advance to the next stage of the transition planning process. • Click the “Next Stage” button in CRM to advance to the Informed Consent stage.

44. Informed Consent • Completed when participant indicates he or she would like to enroll and plans to transition to the community through MFP-Pathways. • Two original copies must be signed and dated by the participant (or proxy or guardian) prior to transition in order for the participant’s transition to be valid for MFP. • One copy is given to participant/guardian • One copy is kept for TC’s file

45. Informed Consent=MFP Enrollment • **A participant is enrolled if, and only if, the participant (and/or guardian) has agreed to participate in MFP by signing the Informed Consent document. • The date of the participant’s signature on the Informed Consent is the date of enrollment. (There is no more Form B). • If the participant or guardian no longer wishes to sign the informed consent, document this by completing a new case contact since the participant is no longer “Considering MFP”.

46. Document Informed Consent in CRM Step 1: Click Informed Consent (B) Step 2: Enter Outcome and Date of Signature Unable to Scan documents? Contact UIC. Step 3: Upload Scanned Signature page with Informed Consent and Date Step 4: Update Stage Checklist. Participant is now Enrolled in MFP.

47. Pre-Transition

48. Advance to Pre-Transition Stage • Once the Informed Consent is signed, uploaded and documented in CRM, the participant’s case moves forward to the Pre-Transition Stage

49. Pre-Transition Stage • This Stage includes: • Face Sheet • Medication and Supplies list • Risk Assessment and Mitigation Plan • 24 Hour Back up Plan • QOL Baseline Survey • LOC (Level of Care) Assessment • Medicaid Claims and Case Review This checklist provides a visual reminder of the components in a stage. Complete the checklist to indicate all requirements have been met before advancing to next stage.

50. Update Level of Care (LOC) Assessment On the Participant’s Case, click “Update Assessment” in the top menu. A new Tab or Window will open. Enter the Assessment Data and any comments. Then click Next and Finish.