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Money Follows the Person/Pathways to Community LivingADRC TES Engagement SpecialistsCRM WebApp Online DocumentationUpdated February 2015
This presentation provides an overview of the MFP-Pathways to Community Living documentation processes for ADRC TES Engagement Specialists.
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.
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Introduction
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.
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CRM Training Materials
Getting Started in CRM
System RequirementsWeb Browsers
Network RequirementsLicenses and Credentials
Sign in and Sign OutTerms and Definitions
NavigationDashboards
Minimum and recommended hardware requirements for the Microsoft Dynamics CRM web application.
Component Minimum Recommended
Processor 2.9 gigahertz (GHz) or faster x86- or x64-bit dual core processor with SSE2 instruction set
3.3 gigahertz (GHz) or faster 64-bit dual core processor with SSE2 instruction set and 3 MB or more L3 cache
Memory 2-GB RAM 4-GB RAM or more
Display Super VGA with a resolution of 1024 x 768
Super VGA with a resolution of 1024 x 768
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System Requirements
Source: http://msdn.microsoft.com/en-us/library/hh699710.aspx
Browsers are compatible with CRM as long as they have the specified operating system:◦ Internet Explorer version 10 and above (newer is better)
◦ 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
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Web Browser
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.
See All Requirements here: http://msdn.microsoft.com/en-us/library/hh699710.aspx
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Network requirements
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
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CRM Licenses and Sign-in Credentials
Sign-in at Microsoft Office 365
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Sign In to CRM
The system may 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”
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Sign Out of CRM
When you are given access to CRM for the first time, you will receive a “temporary password”
When you log in with this temporary password you will receive a message that your temporary password has expired. Now create your own password and write it down. UIC doesn’t have access to it.
If you cannot log into CRM you may need your password reset. Email [email protected] to request to have your CRM password reset
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Your CRM Password
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
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)
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CRM Terms and Definitions
MFP/Pathways ProcessMFP Process Overview
Referral Process
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An MFP Referral is submitted via the ILHFS MFP Online Referral Form
The Referral becomes a case (or a re-referral) and is routed to an agency in CRM based on the Referral Process Flow Chart
The agency contacts the participant and completes a case contact◦ If the participant is eligible for MFP and a likely transition
candidate, s/he proceeds to transition or dis-enroll◦ If the participant declines, s/he can be contacted again later.
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MFP Process Overview
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.
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MFP/Pathways Referral Process
Referrals are entered here:
https://mfp.hfs.illinois.gov/mfpreferral.aspx
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.
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Referral Process Summary
Dashboards
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Dashboard When you sign into CRM, you land on your default
dashboard.
Click the Home icon to return to your default dashboard. Click these icons to
view the list in a new/larger window.
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.
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Dashboards and Views
Navigating
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Hover over HFS MFP to view the navigation menu.
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Navigate CRM
These are the main areas that most users will access
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.
You may click on the dropdown menu to see more options under each of the main areas
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Navigate CRM
Search for Participants
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Search for Participants• If you are searching for Florence Jones, You can enter:
• Florence• Jones• *Florence J• *Florence Jones
• You can also find a participant by entering the case number, e.g., MFP-001001
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Global Search
Click on the magnifying glass to do a global search.
Then enter your search term and select a category (optional), e.g., cases,
referrals, users, etc
Participant Case PageHow to Get to the Case Page
Parts of the Case Page
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Access Participant’s Case Pages
Click on the Case Number in any dashboard or view.
When you click on the case number you will be taken to the participant’s case page
See the next slide for parts of the case pageUse your browser’s back button to go back to the previous page or the home icon to get back to your dashboard
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Participant Case Page
Referral Summary
Participant Summary.Contact UIC or HFS with edits to this data.
Progress Bar, Stage Checklist, Stage Indicator & Next/Previous Stage Buttons
Case Name/Number
General Information
and Important
Dates
Footer (Enrollment Status)
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Case Name/Number includes the:
Participant’s First and Last
Name
Case Number: Begins with MFP- and is followed by a random six-digit number, e.g., MFP-123456.
Can be used in emails to refer to participants without
revealing any PHI.
Participant’s Medicaid
RIN
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General Information and Important Dates
Program, Agency and Transition Coordinator
(owner, lead TC)
Important DatesComplete Case Contact, Informed Consent and
Transition to fill in the dates.
Class/Consent Decree Membership.
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Referral Summary
The Referral Summary on the Participant’s case page includes: • Referral number (Link to original referral) • Referral type (e.g., MDS Q, Ombudsman, MCO, Family, etc.) • Name of Referred Individual, • History of ANE (substantiated claim of abuse, neglect or
exploitation for individuals age 18+)
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Participant Summary
Name, RIN, SSN, DOB and MCO Enrollment
Facility Summary
Community Residence
New CasesUnassigned View
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
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New Cases - Unassigned
Assign Cases
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On the Participant’s case page - Click “Assign” to assign the case.
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Assign Cases to an Owner
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Assign Case to Myself
Select Assign to Me.
Click OK.
You are now the Case Owner
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Assign Many Cases at Once
Hover over HFS MFP and select MFP Cases to get to a list view instead of a dashboard view.
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.
View Referral Information
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Referral Summary
The Referral summary on the Participant’s case page includes the referral number, type, name and history of ANE (substantiated claim of abuse, neglect or exploitation)
Click the Referral Number to view the original referral.
(Note: you can’t currently view re-referrals – contact UIC or HFS with questions about re-referrals)
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Original Referral View
Clicking on the referral number from the participant’s case page will take you to the original referral.
Each of the blue headings can be expanded to view the information.
If any referral/participant data is incorrect contact HFS.
Use your browser’s back button to return to the participant’s case page.
Case Contacts
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.
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Case Contact (A)(Formerly First Contact Form A)
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How to Enter a Case Contact
Step 2: Click “+” to add a new Case Contact.
Step 1: Scroll down the participant’s case page to the blue heading CONTACT (A). Click the heading to expand the Contact section.
Date of the Case Contact :– The date you met with the participant (or date of attempted contact/change in status). Participants that are still living in the facility of referral are required to have a face-to-face contact.
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Case Contact Required Data:Date of Contact
Outcome of the Contact: multiple choice – must choose the best option
Comments: a brief description of the contact outcome, particularly for those not proceeding to enroll in MFP.
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Case Contact Required Data:Contact Outcome and Comments
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Save and Close the ContactClick Save & Close when you have entered all the data for the case contact. If any required data are missing you will receive an error and the form will not close.
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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.
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. 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.
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Contact Outcome: Not Considering MFP
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View Completed Case Contacts
Completed Case contacts are listed here. Click the “Name” link to view a contact. Use
your browser’s back button to return to the case page from a case contact.
If you receive a participant case that is not appropriate for your agency, you may return that case/referral to HFS
Usually this would occur only if the participant needs to be served by a different state agency or an agency in a different county. Ask UIC if you aren’t sure.
Select “Send Case Back” then select an option and Provide a short but detailed description.
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Case Contact: Return Participant Case to HFS
Level Of Care Assessment and
Structured Notes
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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.
You may have to refresh your browser to View the Latest Assessment on the participant’s case
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View Latest Assessment
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View Previous LOC Assessments
From the case, click on the drop-down next the case number in the topmost menu.
Click on Assessments Select an assessment
to view it.
Use the Case Notes feature to document more details about contacts with participant.
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Case Notes
Click the “+” to add
a note.
Select Contact Date Select Contact Type:
◦ face-to-face visit, ◦ phone call, ◦ email, ◦ fax, ◦ other
Select Location:◦ Participant home, ◦ TC office, ◦ Hospital/Nursing Facility, ◦ Provider (medical, mental health,
etc.) Office, ◦ Community, ◦ Other
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Case Notes
If you want to write a SOAP note, choose Face-to-Face Contact as the
Contact type.
Enter a SOAP Note for this contact.◦ Subjective findings: ◦ Objective findings: ◦ Assessment findings:
◦ Plan: ◦ Other Notes:
Select Persons Contacted (Select All): Participant Family/Guardian/Significant Other/Power-
of-Attorney for Health Care Physician(s) Hospital Staff (nurses, social worker,
discharge planner) Facility Staff Community Providers/Workers/Case
Managers Other Community-Based Other:
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Structured Notes
Facility Staff ◦ Nursing facility, SODC, ICF) (physical/speech/occupational therapists, nurses,
mental health provider, social worker, dietitian
Community Providers/Workers/Case Managers ◦ Physical/speech/occupational therapists, nurses, mental health provider, social
worker, ombudsman, CILA staff, PAS Agent, Personal Assistant, Homemaker, CNA/LPN, Mental Health Center Staff, Home Health Agency, CRT Staff, ACT Staff, Other Transition Coordinators, SLF staff, Wound care center, Dialysis Center, HIV Clinic, Substance Abuse/AA, VA center staff
Other Community-Based (non-health related) Persons ◦ Friend, Probation Officer, Parole Officer, Law Enforcement Official(s),
Attorney/Legal Services, Financial service worker, Mental Health Court Worker, Mental Health Drug Court Worker, Landlord, Friend/Neighbor, ADRC/TES Specialists, DHS workers, State staff, Agency staff, UIC staff
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Examples of Persons Contacted
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View Case Notes Report
On the Participant’s Case PageClick …
Then Select Run ReportThen Select Case Notes.
Assign Case to TC Agency
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After you have conducted and documented a case contact – if the participant is Considering MFP - Click “ADRC Assign” to assign the case to a TC Agency.
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Assign Case To TC AgencyStep 1
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Assign Cases To TC AgencyTeam: Step 2
A new tab will open.
Select the MFP Program (DOA, DRS, DDD, DMH)
Click “Next”,
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Assign Cases To TC AgencyTeam: Step 3
Select the Agency.
Click Next.
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Assign Cases To TC AgencyTeam: Step 4
Confirm your selection.
If Correct, Click Next.
(If incorrect, click previous and select the correct agency)
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Assign Cases To TC Agency Team: Confirmation page
Notes:• Cases you share with TC agencies are automatically “shared back” with the
ADRC/TES so that the ADRC team can continue to monitor the case as needed.
The Case has been reassigned.
Click Next and Finish to close the dialog.
Other Functions
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Printing Forms
To print a form, first click on the Name of the form you
want to print
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Printing Forms
Click on the gear icon in the top right corner.
Select Print Preview
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Printing Forms
Click Print.
You can create activities for yourself, such as appointments. ◦ These will appear in your dashboard in the Activities view. ◦ They will also appear under Attachments>Activities on the
Participant case page You can click on the Case Number in the activity to
navigate to the case You must mark activities as “Complete” to remove
them from your activities list
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Activities
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Create Activities in CRM If you want to create an activity that is specific to a
participant, for best results, create the activity directly from the participant’s case page.
On the participant’s case page, scroll down to Attachments and select Activities
Existing activities will be shown here.
Click one of the options to Add an Activity related to this participant.
You can create an appointment, phone call or task (don’t use email at
this time)
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Create Activity: Appointment
When creating an appointment, you can:
- Indicate required attendees - Subject- Location
- Start time, End time- Description
Click Recurrence if you are creating a recurring appointment.
Click Save & Close
Since you created the appointment from the case page – the
“Regarding” field is automatically populated with the participants
case number
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My Activities ( & Re-Referrals) in Dashboard
The TC dashboard contains a new view called My Activities. Here you will find:
• Activities that you have created or that
have been created for you
• Re-referrals that need follow-up (Create a new case contact for
these!!)
Activities will show up as active reminders until you mark them complete
Click on the activity in the Activities view or on the participant case
Select “Mark Complete”◦ Note: If the activity is a re-referral, be sure to complete a new
case contact on the participants case to “close the loop” on the referral.
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Activities: Mark as Complete
You can also access Activities by hovering over “HFS MFP” then selecting Activities
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Activities View
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Activities View
From this view you can:• See all your Activities
• Select one or more to Mark Complete (use the “…” menu)• Click on an activity to access it
If you have additional questions about forms and MFP processes:◦ Email UIC for Support with the WebApp:
Mindy Bristle: [email protected] Val Waldschmidt: [email protected]
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Questions
