• 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

• 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.

Note: Only tasks should be assigned to queues, not cases, phone calls, chats, in-person visits.

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

• 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.