Last updated December 12, 2024
When to use:
When sending a referral to another Senior LinkAge Line staff member.
Try to help the person to the best of your ability. If they need to be assisted by another team, try transferring the call to the appropriate queue. If a Client Tracking System (CTS) task is needed, make sure to document.
CTS Documentation:
- Note – summary of the interaction
- What was needed
- What was done
- Attach MnHelp directory or include names and phone number of resources provided
- What action is needed (i.e., sent a task to where and for what)
- Client
- Address
- Phone Number
- Communication needs
- BPF should be filled out but not closed yet
Task:
- Heading: Client Name – Resource coordination (or General Referral – Medicare assistance)
- Description: what’s already been provided, reference to their work being complete so task/general case can be closed.
- Who to contact
- What help is needed
- What information has already been provided?
- Reference to their work being complete so task/ case can be closed or if the case should be left open.
- Due date should be that day’s date, specialists can adjust as needed.
- If you change the ownership of a case, it will effect the ownership of any open or closed tasks related to the case based on the type of case that it is.
- General case, closed task: Ownership transfers to the new owner
- General case, open task: Ownership transfers to the new owner
- RC case, closed task: Ownership stays with the original owner
- RC case, open task: Ownership transfers to the new owner
- PAS case, closed task: Ownership stays with the original owner
- PAS case, open task: Ownership stays with the original owner
Note: Only tasks should be assigned to queues, not cases, phone calls, chats, in-person visits.
For referrals to resource specialists:
Remind the client or caregiver how to prepare for the follow-up call:
- Medicare card and other health insurance cards
- List of prescriptions (dosages and amounts; preferred pharmacies)
- General information about income and assets
- The phone number we call from may be one they do not recognize
Receiving an internal referral via CTS queue:
- Pick and complete the task
- Create a note document receipt and next step
- Use or close the regarding case depending on product area and direction in task
- If the same product area (PAS to PAS, general to general):
- Change the owner of the case to yourself
- Document activities in that case
- Resolve when done
- If the task was to a different product area (PAS or general to resource coordination):
- Resolve the regarding case if indicated to do so
- Open a product specific case to document activities
- If the receiver already has a product specific Case/Application open for this person, they can use that active case and not create a new one.
- If the same product area (PAS to PAS, general to general):