massachusetts department of workforce development division of career services

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Massachusetts Department of Workforce DevelopmentDivision of Career Services

Quality Assurance Technical Assistance Training

Webinar

October 1, 2010

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AGENDA Welcome Purpose & Goal Overview QA Monitoring Systems Technical Assistance

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Overview Case Management Case Plan Case Notes MOSES Data Entry Question & Answer

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APPLICABLE DOCUMENTATION REQUIREMENTS

#09-20; Title I Eligibility

Requirements (Revised)

#04-34; Case Management for Job Seeker Customers

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General Comments on Eligibility WIA and other eligibility should be determined

prior to enrollment in retraining and/or other intensive services.

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Potential Disallowed Costs Providing intensive services to customers who

are deemed to be ineligible may lead to questioned and ultimately disallowed costs.

Disallowed costs have to be repaid using non-Federal funds obtained from the Career Center and/or Lead Elected Official.

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Applicant Statements An Applicant Statement, as described in

Eligibility Policy #09-20, requires the Applicant Statement to be used “in a limited way” and that local boards “must develop policies that describe how Applicant Statements are used in conjunction with practicable attempts to secure recommended documentation.

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Applicant Statements (cont’d) Due diligence assures that Applicant

Statements are supported by a documented “corroborative contact or reliable witness attesting to the accuracy of the statement.” and be made in the presence of an appropriately designated staff person, (without unduly penalizing a family or individual with a valid extenuating circumstance).

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APPLICABLE CASE MANAGEMENT TECHNICAL ASSISTANCE

Case Management in MOSES

Integrated Case Management

Communication Skills for Case Managers

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WIA ISSUANCE #04-34 “Formal case management will be standard

service delivery model for targeted groups.”

National Emergency Grant (NEG) Participants Trade Adjustment Assistance (TAA) Participants WIA Title I Enrollees

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WIA ISSUANCE #04-34 Effective Case Management consists of a

structured set of clearly interconnected functions that a designated Career Center case manager undertakes to develop and coordinate the delivery of an individual Customer’s agreed upon plan of workforce development services.

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CASE MANAGEMENT Formal Case Management requires the

assignment of a case manager. To formally enroll a customer in MOSES Case

Management, Case Management is “applied” on the basic screen.

Once this occurs the MOSES Case Plan becomes available.

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CASE MANAGEMENT The Case Manager should contact the

Customer no longer than every 60 days unless specific populations and/or local policies require more frequent direct contacts.

NEGs require 30 day direct contact for Customers.

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CASE MANAGEMENT – (cont’d) Case Management services for NEG and

Trade Customers must be available and offered to the Customers.

In addition to the MOSES Case Plan feature being utilized, Case Management services must be documented by listing the services provided in the appropriate services tabs as well as using the MOSES Case Notes feature.

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MOSES CASE PLAN ASSESSMENT

GOALS

TRAINING JUSTIFICATION

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ASSESSMENT Assessment is an on-going process of

gathering information for the purpose of making decisions about the customer.

The process of assessment is based upon the customer’s needs and is individualized to each customer.

Assessment can be comprised of a variety of methodologies.

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MOSES CASE PLAN ASSESSMENT Work History

Job Skills

Education

Labor Market for Skills

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MOSES CASE PLAN Labor Market Information (LMI)

The Labor Market Information (LMI) for Skills needs to be completed for customers seeking a job, as well as, those seeking retraining.

Needs to include the documentation of where the source of the LMI information came from.

Marketability is a factor for all considerations of employment and re-employment, not simply those seeking retraining.

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http://masscis.intocareers.org/

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www.mass.gov/dcs

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Other Types of Resources for LMI

Newspapers

Magazines

National Associations

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MOSES BARRIERS Each Customer must be assessed for barriers

for two purposes:

Barriers related to specific program eligibility

Barriers to employment or re-employment

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MOSES BARRIERS Other non-eligibility barriers need to be

identified and documented in MOSES. There needs to be an adequate description of

the barrier. There is a misconception that barriers are

only completed for those customers enrolling in retraining.

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MOSES CASE PLAN BARRIERS Limited Job Search Skills and Work History

concerns such as limited to no work history and/or gaps in work history are also barriers.

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GOALS Once the customer has been assessed, then

the employment goal needs to be established and a description of the employment goal and tasks are developed and documented on the MOSES Case Plan on the Goals tab.

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TRAINING JUSTIFICATION Training Justification must be completed for

all customers who are receiving retraining. Justification includes program eligibility,

assessment results, and addresses the customers’ lack of marketability with their current skills and their anticipated marketability with their new skills.

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WHAT CONSTITUTES A COMPLETE CASE PLAN IN MOSES?

Need to be enrolled in Case Management and assigned a Case Manager.

MOSES Case Plan should have all sections completed and all components addressed.

If there is no training then there is no need to complete the training justification screen.

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The Purpose of Case Notes Purpose of MOSES Case Notes is to

supplement information entered in MOSES Case Plan and other places.

MOSES Case Notes entries should reflect the overall goal of helping the Customers to become employed and self-sufficient.

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Quality Documentation Case Notes can demonstrate that quality services were

provided, yet not be effectively written. The goal is to both provide quality services and

effective documentation of these services.

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Quality Documentation Cont. Quality documentation should reflect Customer

needs. MOSES should reflect the provision of direct

assistance for; training, and job search assistance leading to re-employment.

MOSES Case Notes need to reflect the provision of Career Center services and enable an accurate picture of the delivery of these services.

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Customer Confidentiality Write your notes as if they will be publicly

published and generally available. Confidential notes can also be requested. Customers and/or other interested parties can

request through the Freedom of Information Act all information pertaining to them.

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Customer Confidentiality (Cont’d) Do not to leave printed Customer records in

public access. Do not leave MOSES screens open or

unattended with Customer information. Lock up files in a secure location at the end of

the day.

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Notes Should Be Factual MOSES case notes should only include

information received directly from the Customer.

Factual from a vendor and quoting the source of information.

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Non Judgmental Case Notes Avoid labeling or diagnosing the Customers in

MOSES.

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Notes Should Be Concise Do not abbreviate. Case notes should be brief, detailed, and

understandable.

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Notes Should Be Relevant Make sure entries into MOSES Case Notes

reflect the overall customer goal. Case Notes should directly impact his/her

ability to stay employed and/or complete re-training.

It is not necessary to include internal OSCC processes and occurrences.

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Notes Should Be Accurate Make sure you are recording the information in

the correct Customer record. Write your notes immediately after meeting

with the customer to avoid forgetting.

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Notes should Include Resolution Cases Notes should tell the entire story. When a problem exists, the resolution must be

documented in Case Notes at a later date. If it “isn’t there”, it does not exist.

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Use of E-mail Copy and paste only relevant customer

information in to MOSES Case Notes.

Simply add a note stating that you contacted the Customer and/or heard from the Customer via e-mail.

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Stating the Obvious Case notes should answer the Who, What,

When, Where, Why, and How questions. Who: Case Notes should address direct

contact with; Customer, training vendor, or other.

What: Case Notes should describe event/occurrence that is being documented.

When: Case Notes should reflect the date direct contact occurred.

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Stating the Obvious (Cont.)

Where: Case Notes should document meeting location.

Why: Case Notes should document why any relevant contact is being made. For example, the customer, the vendor, etc.

How: Case Notes should address whether direct contact was in person, via telephone, by e-mail, or another method.

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Common Problems Case Notes are too lengthy and contain

unnecessary information. Case Notes are too brief and do not contain

adequate information. Unable to decipher details due to use of

shorthand. Lack of 30-60 day direct contact documented

in MOSES. Left Message/emails/vendor contact, being

counted as actual Customer direct contacts.

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Common Problems (cont’d.) Inappropriate information included in Case Notes. Inappropriate information about Career Center

included in MOSES; i.e., Manager refused to approve training request.

Case Managers expressing anger, labeling or name calling documented about Customers in Case Notes.

Appearance of bias; i.e., mentioning race, age, etc. in Case Notes.

No follow-up included in Case Notes.

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CONTACTS – Quality Assurance Judy Bower, Program Coordinator II

(617) 626-5685 [email protected] Linda Kent, Program Coordinator II

(617) 626-6036 [email protected] Kathy Wesley, Program Coordinator II

(617) 626-6804 [email protected] Eleanor Wrobleski, Program Coordinator II

(617 626-6803 [email protected] (508) 730-5006

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CONTACTS – MOSES Training Tom Cartier, MOSES Trainer

(617) 626-5303 [email protected]

[email protected]

CONTACTS – MOSES Help Desk(617) 626-5656 [email protected]

massachusetts department of workforce development division of career services

Documents

moses case management

effective case management

career center andor

moses case plan

individual customers

recommended documentation

retraining andor

eligibility policy