1. Case Management Updates

2.  During the of week April 11, 2011, the ETO system experienced technical difficulties.  As of April 13, 2011, the errors have been corrected.  If your agency continues to have problems associated with the system errors from last week, please reach out to your InfoPath Representative.

3.  Users with the role of Site Manager will now receive copies of the Closed Cases e-mails that are routinely sent to Case Managers after each DIS file transfer.  The custom report produced for the DHAP-Ike Needs Assessment has been modified to run for each separate assessment completed for a DHAP participant. The report will show the most recent needs associated with the most recent assessment and the referrals made for those needs from the date of the assessment through to the date of the next assessment.

4.  Efforts documented in ETO should give the reader a good understanding of what is happening with the participant. Please be clear, concise, and very detailed with the notes entered into ETO.  Please do not utilize “Track Contact Attempts” to document efforts into ETO.  The Case Management Tracking System (ETO) allows the case manager to enter a final housing status for closed cases under the “Record Efforts” toggle bar of the software. If you have not already done so, please enter this information on your EOP’d clients. Undocumented efforts not currently in ETO should be entered for all EOP’d clients as soon as possible.

5.  When conducting site visits, it has been noted that efforts and assessments have been input months after the contact occurred. Although there is data to support contact happened, take care to log all necessary data into the system in a timely manner. As always, if the information is not in ETO, it did not happen.  Please note that if any domestic violence issues are present in your agency’s caseload, any inputs related to this issue should not be reported as efforts in ETO. ETO is a system that falls under the Violence Against Women Act, any information related to domestic violence matters cannot be logged into this system. These notes can be documented in the hard copy file of the participant, but again, please do not report anything related to domestic violence in ETO.

6.  Social service referrals MUST be made by case managers relative to the Individual Development Plan (IDP) for each individual.  Referrals should be specific to participant needs, based on the information gathered from the Needs Assessment and the IDP.  Social service referrals, enrollments and resident outcomes must be documented in the case management tracking system.  Documentation should be recorded under “Record Referrals for IDP Crisis and Secondary Goals”.

7.  Referrals should provide the participant with service provider contact information including a contact name. The referral sources should be clearly described in ETO. Participants should be encouraged to contact service providers independently. Agencies will be monitored against the service referrals entered into the system.  Referral follow-up is required by all case managers to ensure service delivery. Follow-up should occur every thirty days with clients and service providers. Case managers are required to update referrals in the case management tracking system under “View and Update Progress on Referrals”. Upon completion of the referral, please log a final outcome

8.  Re-assessments must be updated every quarter for the duration of the program. Participants may be reassessed more frequently, if deemed necessary. It is recommended that individual needs assessments be established for all family members age 18 years and older. HUD minimum re-assessment requirements should be completed for the following areas: (1)updated income information (2)updated employment information and (3)updated employment readiness information.  When completing re-assessments, it is a good idea to review the Release of Information (ROI) form in the hard files of Ike participants. It is suggested that the ROI be updated on a regular basis. Further, make sure that all required forms are correct and completed in their entirety (i.e. signed, dated, etc).

9.  Upon receipt of a deficiency report, please develop a brief action plan to correct current case management program deficiencies. The Deficiency Corrective Action Plans are due to the INFOPATH TA provider within 10 days of receipt of the Case Management Monitoring Report. The action plan should include an expected completion date of when the agency will have all deficiencies updated and entered into the system. Please send action plans to the InfoPath technical assistance provider assigned to your PHA. Contact information for technical assistance resources and support for case management and software questions are as follows:  Vanessa Patterson, Louisiana & USA, 239-242-0665, vpatterson@informationpathwaves.com vpatterson@informationpathwaves.com  Natasha Emery Texas & USA, 713-655-0332, nemery@informationpathwaves.com nemery@informationpathwaves.com

10.  DHAP Administration users have the capability to download and archive data from the tracking tool.  DHAP IKE users with access to the Administration Program of their PHA can click the link on the Administration Program home page: “Instructions to Download Archival DHAP-Ike Data”. This document explains the steps to download the data.

11.  Link: DHAP Data Download – Assigned Families Description: A list of heads of household that have historically been assigned to a PHA. Includes basic information: First Name, Last Name, Date of Birth, Case Number, Initial Assignment Date.  DHAP Data Download – Contact Attempts Description: A list of each contact attempt recorded historically within a PHA. Includes the name of the participant, date of birth, case number, date of contact attempt, and notes.

12.  DHAP Data Download – IDP Efforts Description: A list of each IDP effort recorded historically within a PHA. Includes the name of the participant, date of birth, case number, date of IDP effort, and most recent value of the progress towards a housing plan drop-down box on the IDP screen, notes.  DHAP Data Download – Referral Information Description: A list of each referral recorded historically within a PHA. Includes the name of the participant, date of birth, case number, date of referral, reason for referral, date of update, referral status, and service provider

13.  Assessment/Survey Flat File Description: A list of each assessment completed by the PHA, including the name of the participant, date of the assessment and a column for each assessment question. For further assistance or instructions on downloading archival data, please reach out to your InfoPath TA.

14.  With the end of the program nearing, focus should be placed on close out of the program as ETO will not be available once the program is over.  Make sure that all efforts, referrals, assessments, and re-assessments are input in the system.

15.  Please be sure to visit the DHAP-Ike website for program updates and operating requirements. www.hud.gov/offices/pih/publications/ike.cfm www.hud.gov/offices/pih/publications/ike.cfm  As a reminder, there is no longer a Referral Call Center (RCC) for DHAP-Ike. The new toll-free number, for DHAP-Ike related questions/concerns, is 1-877-483-2251  As always, please feel free to email us at dhap- ike@hud.govdhap- ike@hud.gov