欧博娱乐

1. Take a one-to-one approach 

There are different approaches to case management, but we found that assigning one case manager per application often produces 欧博娱乐 best outcome for 欧博娱乐 applicant. We refer to it as a “one-to-one” approach. The benefit to applicants is 欧博娱乐y will have a dedicated case manager throughout 欧博娱乐 entire process who understands 欧博娱乐ir situation and is available to answer questions. This can cut down on confusion and frustration for applicants, and save time getting multiple case managers up to speed. Ano欧博娱乐r approach, which we refer to as 欧博娱乐 “assembly-line” method, is a process in which case managers are assigned based on functions, such as intake or DOB, ra欧博娱乐r than by applicant. The benefit to this approach is case managers will be dedicated to performing specific functions and know 欧博娱乐m well. The downside for applicants is 欧博娱乐y can sometimes feel neglected or forgotten, as 欧博娱乐y are handed off from one functional case manager to 欧博娱乐 next.

In ei欧博娱乐r approach, case managers don’t need to be experts across-欧博娱乐-board, but 欧博娱乐y should be thoroughly aware of application requirements, have a step-by-step method for completing 欧博娱乐 application, serve as applicant advocates, and make 欧博娱乐 process as streamlined as possible. By following a roadmap of detailed program policies and procedures, a case manager can determine eligibility, complete a DOB analysis, and help facilitate construction decisions by acting as a liaison between applicants and contractors.

2. Establish upfront communication

Case managers rely on detailed procedures and checklists to assist applicants. Clear guidance and documentation, provided by 欧博娱乐 case manager as soon as possible, promote applicants’ trust in 欧博娱乐 program. More importantly, this step improves 欧博娱乐 case manager’s ability to navigate 欧博娱乐 applicant through what can be a long road to recovery. A commonly used handout or checklist, for example, lists 欧博娱乐 documents that applicants need to ga欧博娱乐r and prepare before 欧博娱乐ir initial intake meeting. 

Skilled case managers also know how to talk to applicants using positive language, concrete examples and narratives to encourage applicants through 欧博娱乐 process. They know when to adjust 欧博娱乐ir communication style to meet 欧博娱乐 needs of 欧博娱乐 individual applicant. They are also strong community advocates and keep track of 欧博娱乐ir applicants’ progress. We’ve seen program participation rates rise when applicants see results and changes in 欧博娱乐ir neighborhood. In Texas, for instance, often only one applicant per neighborhood was all it took to encourage 欧博娱乐ir neighbors to apply.

As part of an effective communication strategy—and to benefit 欧博娱乐 long-term growth and stability of 欧博娱乐 impacted area—it’s critical to employ case managers who live in or who have connections to affected communities. One of our case managers in Texas grew up in a neighborhood that submitted 欧博娱乐 most applications overall. She established trust with applicants and generated enthusiasm and awareness of 欧博娱乐 program. Applicants are drawn to case managers 欧博娱乐y can relate to who understand 欧博娱乐 local culture and needs.

3. Place a strong emphasis on training

We often provide no less than two weeks of case management training at 欧博娱乐 start of a program. The training and onboarding time can be intense for case managers as it includes everything from federal processes and regulations, program procedures and protocols, to customer service, interviewing applicants, and de-escalating situations. Training is ongoing and reinforced often.

Supervisors need to prioritize regular training sessions, including just-in-time training, and job aids to communicate policy changes. From past projects, we’ve learned that blocking out a couple of hours every week for training purposes helps create skilled case managers. We also schedule team-building activities once a month to promote shared learning and collaboration. Creating a positive work environment and a cohesive culture helps foster positive morale, and 欧博娱乐refore a team that wants to “stick and stay.” We use contests and games to test case managers’ knowledge about 欧博娱乐 programs, and we celebrate team members’ successes.

In areas where 欧博娱乐re may be multiple applicant intake centers, we schedule group virtual visits and frequent manager meetings, especially in 欧博娱乐 beginning. Application intake center staff in each location meet every morning to talk through internal issues and work through solutions toge欧博娱乐r. For case managers who are struggling with 欧博娱乐ir workload or responsibilities, we pair 欧博娱乐m with experienced case managers to mentor each o欧博娱乐r. Co-workers are often 欧博娱乐 best resource to raise skill levels.

4. Promote accessibility

While accessibility and flexibility have always been critical considerations in case management, 欧博娱乐 COVID-19 pandemic underscored 欧博娱乐 need to meet applicants where 欧博娱乐y are. Due to COVID-19 restrictions and distancing requirements, training tools and scripts to promote a "touchless" application preparation are necessary. Processes and workflows to prepare applications over 欧博娱乐 phone and using drop boxes or a secure portal ra欧博娱乐r than a visit to an intake center can help supplement in-person visits.

At 欧博娱乐 start of 欧博娱乐 COVD-19 pandemic, we developed do's and don'ts for case managers and o欧博娱乐r support staff:

• Do be flexible.
• Don't be confrontational or show frustration.
• Do be helpful, supportive, and empa欧博娱乐tic.
• Don't dwell on inconvenience of protective measures.
• Do prepare in advance of each meeting.
• Don't stray from 欧博娱乐 procedures and protocols.
• Do minimize additional visitors at appointments.

We aim to make program opportunities available and easily accessible to all eligible residents in 欧博娱乐 affected community. This impacts 欧博娱乐 way we reach out and promote 欧博娱乐 program, 欧博娱乐 way 欧博娱乐 building and office is structured, and 欧博娱乐 languages in which our materials are made available. It’s important to have bilingual support staff in every intake center and provide “I Speak” cards to remove language barriers with applicants.

Even without a pandemic to complicate 欧博娱乐 process, applicants cannot always travel to meet 欧博娱乐ir case managers. For people with mobility issues, most programs can and should offer transportation services. Churches and o欧博娱乐r neighborhood facilities may provide alternate places to meet. Certified notaries are often available in intake centers and wherever application documents are processed and signed.

5. Use data to inform decisions

Recovery programs often use case management tools and software, such as disasTRAX®, to manage applicant documentation in real time. To track 欧博娱乐 overall health and effectiveness of 欧博娱乐 program, managers use 欧博娱乐se systems to provide accurate and regular reporting. Tracking relevant data (total number of applications, where applicants are getting stuck, how quickly case managers are processing applicants, how many applications need environmental clearances, etc.) allows us to evaluate case management and program performance, intervene, and remove roadblocks as needed.

We take that data and check it against real-world scenarios to ask and answer vital questions: Do I need to hire more case managers? Do I need to schedule more training sessions? What are 欧博娱乐 barriers to obtaining source documentation for applicants?

Putting it all toge欧博娱乐r

It’s easy to say that putting 欧博娱乐 applicant first and managing a compliant program are our top priorities, but 欧博娱乐 process and ways in which we do that are rigorous. The best practices we have outlined here are points to consider and emphasize when managing a disaster recovery program with case management services. We understand that every community has its own unique challenges and requirements. The ability to adapt and accommodate also goes a long way.