3.3 Responsibilities of the Courtesy Counselor

A CRS courtesy counselor, who may perform courtesy work at one or more organizations, manages timely delivery of services described in the consumer’s Individualized Written Rehabilitation Plan (IWRP).

The courtesy counselor:

  • has access to pertinent electronic documents in ReHabWorks (RHW) and paper documents in the case file, such as the consumer’s IWRP and medical reports;
  • may contact the consumer and provide counseling and guidance;
  • communicates with the home CRS counselor, as needed, to maintain continuity of the consumer’s progress;
  • makes sure that funds are available and that the encumbrance complies with current policy (coordinates with the medical services coordinator assigned to the facility or region); and
  • confers, in accordance with policy, with the home counselor to decide which counselor will make a change in the services called for in the consumer’s IWRP. If the home CRS counselor is not available, contacts the manager of the home counselor for approval.

If a consumer requires services that are offered in an assigned service area that is not the assigned service area in which the consumer lives, a CRS courtesy counselor may do as follows for another CRS counselor:

  1. Enter information under Initial Contact in RHW (for instructions, see RHW Users Guide, Chapter 5 Initial Contact).
  2. Staff the case with the home CRS counselor.
  3. Assign the case to that CRS counselor in RHW (for instructions, see RHW Users Guide, Chapter 5 Initial Contact, 5.4 Assign Case) to create a system-generated action indicating that a case has been added to the assigned counselor’s caseload.
  4. Coordinate with the home CRS counselor to identify a time for the counselor to call in and participate with the application process or assessments.
  5. Complete the application with the consumer to ensure that it is documented in RHW, as required (for instructions, see RHW Users Guide, Chapter 10 Application).
  6. Explain that the home CRS counselor will work with the consumer to:
    • determine the consumer’s eligibility and complete the eligibility documentation in RHW (for instructions, see RHW Users Guide, Chapter 13 Eligibility);
    • conduct assessments;
    • develop the IWRP and complete the IWRP-related documentation in RHW (for instructions, see RHW Users Guide, Chapter 14 Plan); and
    • issue service authorizations for services, equipment, and related services
  7. Create a case note in RHW (for instructions, see RHW Users Guide, Chapter 7 Case Notes, 7.2.1 Adding a Case Note) describing the consumer; his or her disability; how, according to consumer, the disability is interfering with his or her independence, and other information that may help the CRS counselor understand the consumer's situation.
  8. Send an email to the CRS counselor informing the counselor of the referral; and
  9. Get completed releases of information.
  10. Create a paper file to include all medical information obtained from the consumer.

A courtesy counselor helps the home CRS counselor, as necessary, by:

  • documenting that the consumer agrees with the content of the IWRP or other documents;
  • delivering equipment; and
  • arranging services locally.