The Services - Individual module's Service Coordinators feature is used to update service coordinator assignments, including changing consumers' service coordinators, reassigning service coordinators' caseloads, and reassigning service coordinators for program vacancies. It is also used to view read-only service coordinator assignment reports.
Required Permissions
The Service Coordinators feature is available to users with the following permissions:
Program Chart Access
Display Any Chart Records Buttons
Display Chart Records Services - Individual Button
Caseload Assignments (not required if you are in the "Executive" user group)
NOTE: Permissions are assigned using the Permissions Maintenance feature. If you do not have access to that feature and need a permission listed here, please contact your supervisor or your local Help Desk for assistance.
Click-by-Click Instructions
Changing a Service Coordinator Assignment
To change a consumer's primary, backup, and/or temporary service coordinator, complete the following steps from the AWARDS Home screen:
- Click the Program drop-down arrow in the upper-right corner of the page and select the program associated with the client for whom service coordinator changes are to be made.
- Click Charts from the left-hand menu, and then click Services - Individual. The Individual Services fly-out menu is displayed.
- Click Service Coordinators. The Service Coordinator Data Entry Selections page is displayed.
- At this time either of the following tasks can be completed:
Assign a new coordinator to a client - To do so, click the Client drop-down arrow and select the client for whom service coordinator changes are to be made.
Assign a new coordinator to a vacant residence unit - To do so, click the Vacancy drop-down arrow and select the vacant residence unit for whom service coordinator changes are to be made. This option applies only to residential programs.
In either case, the Service Coordinator Assignments page is automatically displayed once a selection is made.
- Click the Primary, Backup, and/or Temporary drop-down arrows and select the correct service coordinator for each role. Select "Unassigned" for any coordinator roles not currently assigned to a specific staff person.
- Click UPDATE. The service coordinator information is saved and a read-only report version of the information is displayed on the Service Coordinators Assignments page.
TIP: To make additional changes to the service coordinator information at this time, click DATA ENTRY to return to the Service Coordinator Assignments update page.
The process of changing a client's service coordinator(s) is now complete.
Reassigning a Caseload
To reassign a service coordinator's entire caseload to another counselor/case manager, complete the following steps:
- Click the Program drop-down arrow in the upper-right corner of the page and select the program associated with the client for whom service coordinator changes are to be made.
- Click Charts from the left-hand menu, and then click Services - Individual. The Individual Services fly-out menu is displayed.
- Click Service Coordinators. The Service Coordinator Data Entry Selections page is displayed.
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Click the Coordinator drop-down arrow and select the service coordinator whose caseload is to be reassigned. The Service Coordinator Assignments page is automatically displayed.
- Click the New Coordinator drop-down arrow and select the individual who is to act as the new service coordinator for each consumer in this caseload.
- Click UPDATE. The service coordinator information is saved and a read-only report version of the information is displayed on the Service Coordinators Assignments page.
TIP: To make additional changes to the service coordinator information at this time, click DATA ENTRY to return to the Service Coordinator Assignments update page.
The process of reassigning a service coordinator's entire caseload is now complete.
Viewing a Service Coordinators Report
To view a read-only service coordinator assignment report, available from within the AWARDS Reports module, complete the following steps:
- From the navigation bar, click Reports (or the Reports icon). The Reports index is displayed.
- Click the Program drop-down arrow in the upper-right corner of the page and select the individual program for which the report is to be run, or select a group of programs using one of the available "All" or "Custom" grouping selections.
- If you previously bookmarked the Service Coordinators Assignment Report it is displayed on the reports index by default; otherwise, from the left-hand menu bar, click All under "Show Reports."
- Use the navigation features in the bottom-right corner to locate the Service Coordinators Assignment Report in the index, or enter "coordinator" in the Search field in the upper-right corner.
- Click Service Coordinators Assignment Report from the reports index. The Service Coordinator Report Selections page is displayed.
- Click one of the following drop-down arrows and select the individual or vacancy for which the report is to be viewed:
Coordinator - When a coordinator selection is made, the report will include a list of those consumers for whom the selected coordinator is assigned as primary, backup, or temporary coordinator.
Client - When a consumer selection is made, the report will include a list of those coordinators assigned to the selected consumer in the selected program or program type.
TIP: A quick way to view all programs a selected consumer is currently in is to select "All Programs" (on the previous page) and the client for whom the information is to be viewed (on this page).
Vacancy - When a vacancy selection is made, the report will include a list of those coordinators assigned to the selected vacant unit.
TIP: This option is only available when a residential location was selected on the previous page.
- Click the Sort By drop-down arrow and make a selection to indicate how service coordinator information is to be displayed in the report. Available selections are:
Client - When this option is selected, the report information will be sorted alphabetically by consumer name.
Worker - When this option is selected, the report information will be sorted alphabetically by service coordinator/worker name.
- Click the Include drop-down arrow and make a selection to indicate what service coordinator information is to be included in the report. Available selections are:
Include Backup and Temporary - When this option is selected, the report will include primary, backup, and temporary service coordinator information.
Primary Service Coordinator Only - When this option is selected, the report will include primary service coordinator information only.
- Click CONTINUE. The service coordinator assignment report is displayed on the Service Coordinator Assignments page.
The contents of this read-only report are based on the selections made on the previous pages.
Click the heading of any report column to sort the report contents by that variable. To limit which columns are displayed, click the column display icon in the upper left-hand corner of the report and pick and choose which columns of information should be included.
TIP: To export the service coordinator information to Microsoft Excel for further analysis, click the Excel File link at the top of the page and complete any on-screen instructions that follow, including acknowledging the PHI Download Alert displayed before the export can proceed. Keep in mind that any sorting done on the report page does not carry over to the Excel file version of the report contents.
The process of viewing a service coordinator assignments report is now complete.
Frequently Asked Questions
Are chart events automatically re-assigned if a client's service coordinator changes?
Yes. When you update the Primary Worker/Service Coordinator for a client via the Services - Invidivual > Service Coordinators feature, the client’s Charting Events and Plans & Reviews events that are not set to “Done” will be reassigned to the new primary worker in that program. After you change the Primary Worker, the following message will display on the screen: Future open Chart Events/Plans & Reviews assigned to the previous Primary Worker in this program have been reassigned to the new Primary Worker.
Can I re-assign a worker's entire caseload at once?
By default when completing the process of reassigning a caseload, you will be presented with a full list of the worker's clients. For each of the clients on that list you must then select a new service coordinator separately, whether or not they will all be assigned to the same individual. This process gives you the flexibility of easily splitting the worker's caseload between other staff members, but may not necessarily work well if it's your agency's policy to always re-assign full caseloads to a single individual. In such instances, there is an optional feature that can be turned on by Foothold Technology that results in a single drop-down during the reassignment process, from which you'd select just one individual to transfer the caseload to. If this is a feature you're interested in having turned on, please contact the Help Desk for assistance. It is set on a program-by-program basis, so please be sure to provide a list of the programs for which it should be made available.
Can pending clients be assigned to a worker's caseload?
No, only admitted clients can be assigned to a caseload.
Do "temporary" and "backup" service coordinators receive system generated messages regarding their clients?
No. System generated messages regarding a client are only sent to his or her primary service coordinator.
How do I correct a service coordinator assignment for a discharged client?
Service coordinator assignments cannot be updated by users after a client has been discharged. For assistance with doing so, please contact the Help Desk for assistance. Be sure to provide them with the name of the program, client, and correct coordinator, as well as the date on which the client was added to that coordinator's caseload.
When can service coordinator assignments be made for clients in outreach programs?
In outreach programs, service coordinator assignments can only be made for clients for whom placements have been entered.
Who is included in the coordinator selection lists in data entry mode?
The coordinator selection list is composed of staff who have chart access to the selected program who also meet criteria for EITHER:
a) have the "Include in Direct Care Staff Lists" permission
- OR -
b) are in one of these user groups: Direct Care Program Director, Direct Care Staff, Direct Care Admin Support, Intake Staff, Housing Reception Desk Staff, Entitlements Staff, CoC Executive Officer, CoC Executive Support Staff, Local CoC Admin, Executive Officer, Agency Executive Officer, Agency Executive Support Staff, or System Administrator
AND
c) are a program director or deputy director assignment (set using the System Setup module, Agency Program Information, Configure Administration feature)
- OR -
d) have a current caseload in the program
Staff who have been terminated in the last 60 days are also included on this list when they met the above criteria prior to their termination.
Why are some clients missing service coordinator assignments on the coordinators report when that option is required at admission?
If, during the admissions process, the primary worker option is set to "unassigned," the client will have no coordinator on the service coordinators report. It is also possible to change the service coordinator selection in the Services - Individual module's Service Coordinators feature to "unassigned" after admission.
Why is a client on the caseload of a worker we did not assign him/her to?
When a client is discharged from a program, whoever was assigned to that client as the service coordinator remains associated with the unit the client occupied. Then, when another client is placed into that unit via discharge from another program, it uses that service coordinator assignment for the new client as well. If you'd prefer this auto-assignment not occur, there are two ways to approach this:
a) When a client is discharged from a residential program, staff from the discharging program can immediately go into Services - Individual > Service Coordinators in data entry mode and from the "Vacancy" selection list choose the unit the client was just discharged from. Change the assignments for that unit to "unassigned," and then update. When that's done, anyone discharged from another program directly into that unit will be "unassigned" and it will be up to the staff at the admitting program to assign that individual to someone's caseload at that time.
b) You can leave things as is (without changing the vacancy's coordinator assignment to "unassigned") and instead have staff make the service coordinator assignments when they learn that they've had a client added to the roster from another agency program. Keep in mind, however, that this requires that staff check the coordinator assignments for new clients from other agency programs to make sure that they are correct.