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:
- Enter information under Initial Contact in RHW (for instructions, see RHW Users Guide, Chapter 5 Initial Contact).
- Staff the case with the home CRS counselor.
- 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.
- Coordinate with the home CRS counselor to identify a time for the counselor to call in and participate with the application process or assessments.
- 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).
- 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
- 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.
- Send an email to the CRS counselor informing the counselor of the referral; and
- Get completed releases of information.
- 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.