CREATING A SERVICE LEVEL

How to use this PDS section: Programs are required to document service level changes in the participant record. The Service Level section of PDS documents the date of the change, the current service level and a history of past service level assignments. Creating a service level is a supervisor function; only staff with supervisor level rights or higher in PDS may create service levels for participants.

Why this information is important: A participant’s service level changes throughout his/her time in the HFM program based on need. Maintaining accurate service level records allow programs to track participant engagement with HFM over time.

HFM policies related to this section: Service Level and Creative Outreach Policy

Step-by-Step Instructions

 Fields with an asterisk (*) are required.

 

1.   In the participant’s record click on Service Level at the top of the screen.

1.1 You should see the participant’s service level history and current service level assignment. The “Participant Service Level Assignment” section shows the current assignment. This section is greyed out and can only be edited by creating a new service level.

2.   Click Create New Service Level.

 

3.   Enter the following information in the “Participant Service Level Assignment” section.

3.1   *Service Date:  Enter the date the Service Level Change became effective. Two service levels must not be created on the same day. If a change happens on the same day enter the service level that the participant ended the day on. For example, if first contact was made with a participant in the morning and that afternoon he/she received a first home visit and signed the Weekly Service Level Form, the Service Level change for that date would be for Weekly. Participants do not need all possible Service Levels assigned to them-only those that were applicable and assigned for at least one day.

3.2  Service Level:  Select the appropriate service level from the following options:

• Biweekly: Place participants on Biweekly based on the requirements in the HFM Service Level and Creative Outreach Policy and once they have met the criteria for Biweekly. The date of the service level change is the date that the participant signed the Biweekly form.
• Engagement: Place participants on Engagement immediately upon first contact; the date of the service level change from Outreach to Engagement should be the same as the Date of First Contact. Programs should not provide home visits to participants on Outreach.
• Monthly: Place participants on Monthly after they have met enough criteria for moving from Biweekly to Monthly, as outlined in the Biweekly to Weekly service level change form. The date of the service level change is the date that the participant signed the Monthly form.
• Outreach: Place participants on Outreach immediately upon receiving the referral.  The date of the service level change should be the same as the participant referral date. Keep them on Outreach until the date of first contact.
• Reengagement: Place participants on Reengagement after they have missed four scheduled visits, the program has been unable to contact them, despite regular efforts, for three consecutive weeks or they will be unavailable for home visits for four weeks. If chosen, indicate reason in Other specify field. The service level change date is the date one of the above criteria was met and reviewed in supervision.
• Weekly or more frequent: Place participants on Weekly based on the requirements in the HFM Service Level and Creative Outreach Policy and after they they complete the Ready for Weekly or Prenatal Visits form. The date of the service level change is the date that the participant signed the Weekly form.
• Other: Place participants on Other at times when the program is down staff and cannot accommodate a former home visitors’ entire caseload on other home visitor’s caseloads. The participants that the program cannot visit regularly will be assigned Other as their service level. See the HFM Service Level and Creative Outreach Policy for contact and visit requirements.
• Inactive options: Creative Outreach and Wait List are no longer service level options and cannot be selected.

3.3 Specify Reason: This field must be completed if Reengagement or Other was chosen as the service level. Indicate which reengagement service level criteria was met for this person to be put on Reengagement. For example, “No contact with participant for three weeks” or “MOB is traveling to Puerto Rico for the next month.”

4.  Ready for Review: Select to indicate that the information on the record is complete and ready for a supervisor or coordinator to review.