Case Management Hub

Purpose

This document outlines the standardized process for requesting, verifying, approving, issuing, and documenting Supportive Services for participants enrolled in the MTAJ-NC program through The HELP Center. The process ensures consistency, fiscal accountability, compliance with program requirements, and timely delivery of participant support.

Overview of Available Supportive Services

The HELP Center offers the following Supportive Services to eligible MTAJ-NC participants:

VISA-Based Supportive Services

Issued via prepaid VISA gift cards in increments of $25:

• Transportation Assistance (Gas, Bus, Ride Share)

• Uniform Assistance

• Background Check Fees

• Drug Testing Fees

• TB Skin Testing

• Flu Shot

• Internet Service

Non-VISA Supportive Service

Tuition Assistance

·         Maximum award: $1,500 per participant

·         Issued via check payable directly to the educational institution

·         Not issued through prepaid VISA cards

General Participant Eligibility Requirements

To be eligible for any Supportive Service, including Tuition Assistance, the participant must:

1.       Be actively enrolled in the MTAJ-NC program.

2.       Have completed at least one program module.

3.       Have module completion verified through HELPConnect (Wix) prior to submission of any request.

Supportive Services will not be processed without documented eligibility verification.

VISA-Based Supportive Services Process

Step 1: Participant Request

The participant requests assistance related to program participation or employment readiness.

Step 2: Case Manager Explanation

The Case Manager must explain:

• Eligible support types

• Award increments and limits

• Processing timeline (within 48 hours after approval)

• Delivery method (mail or in-person)

• Required documentation, when applicable

Step 3: Documentation Collection (If Applicable)

For Internet Service Support, the participant must submit:

• A current internet bill or a service quote

• The Case Manager is responsible for collecting and preparing this documentation to be uploaded with the request.

Step 4: Supportive Service Request Form Submission

The Case Manager completes the Supportive Service Request Online Form, ensuring all required fields are completed:

• Participant Name

• Participant Address

• State ID (from caseload review)

• Support Status

• New: First-time award for the participant

• Existing: Re-award for a participant previously approved

• Case Manager Full Signature (initials are not permitted)

Step 5: Operations Manager Review and Approval

The Operations Manager:

• Verifies eligibility and module completion

• Reviews documentation

• Confirms mailing address for virtual participants

• Electronically signs the form

Step 6: Issuance and Delivery

• Processing occurs within 48 hours after approval.

• Cards are mailed to virtual participants or distributed in person to Mecklenburg County participants.

• North Carolina mail delivery typically ranges from 1 to 5 business days, with many deliveries occurring within 1 to 3 business days, though delivery is not guaranteed.

Step 7: Documentation and Financial Tracking

• The Operations Manager emails the completed form to the Case Manager.

• The Case Manager uploads the form into MyHELP and NCWorks and enters the appropriate case note using templates located in the Hub.

• The Operations Manager records the award in the Master Participant Cost Ledger.

Tuition Assistance Process (New Support Type)

Overview and Limitations

·         Tuition Assistance is capped at $1,500 per participant.

·         Payments are made by check, directly to the educational institution.

·         Tuition Assistance is not issued via prepaid VISA.

·         The HELP Center will not issue tuition assistance until verification of enrollment is received.

Tuition Assistance for Non-MTAJ-NC Partner Institutions

Step 1: Participant Interest and Counseling

The participant expresses interest in enrolling in a community college or vocational/trade school not partnered with MTAJ-NC.

The Case Manager explains:

• The $1,500 tuition cap

• The participant’s financial responsibility for any costs exceeding the cap

• Acceptable methods for covering remaining costs, including: Financial aid, Private loans, Out-of-pocket payment

Step 2: Verification of Full Cost Coverage

• The participant must submit documentation verifying that full tuition costs are covered beyond the $1,500 cap, if applicable.

• Tuition Assistance will not proceed without proof that the entire program cost is funded.

Step 3: Enrollment Verification

• The HELP Center will not process tuition assistance until the participant provides verification of enrollment from the institution.

Step 4: Tuition Assistance Request Form Submission

The Case Manager completes the Tuition Assistance Request Form, located in the Hub. Required fields include:

• Participant Name

• State ID

• Name of the Institution

• Program/Concentration Name

• Projected Enrollment Date

• Projected Start Date

• Total Cost of Tuition

• Payment Submission Details (Payee name, Mailing address for the check)

Step 5: Operations Manager and Executive Review

• The completed form is submitted to the Operations Manager.

• The Operations Manager initiates the assistance review and approval process with the Executive Leadership Team.

Step 6: Payment Issuance and Tracking

• Upon approval, a check is issued to the institution.

• The Operations Manager records the tuition award in the Master Participant Cost Ledger.

• The Case Manager uploads all documentation into MyHELP and NCWorks, including enrollment verification and cost coverage documentation.

Tuition Pathway for MTAJ-NC Network Institutions

Step 1: Referral Determination

If the participant is interested in a program offered by an MTAJ-NC partner institution, the Case Manager must complete the Community College Referral Form located in the Hub.

Step 2: Required Referral Information

The following fields are required for referral submission:

• Name of the Institution

• Program/Concentration Name

• Projected Enrollment Date

• Projected Start Date

Step 3: Partner Coordination

• The referral is submitted to the Operations Manager.

• The partner institution should determine whether tuition assistance is available through their internal funding mechanisms.

• If partner funding is not available, The HELP Center may provide Tuition Assistance under the same terms and cap outlined above.

Step 4: Executive Leadership Coordination

• The Operations Manager initiates coordination with the Executive Leadership Team to approve and process tuition assistance, if applicable.

Compliance and Accountability

• Tuition Assistance and all other Supportive Services must follow this documented process without exception.

• No tuition payments will be issued without enrollment verification and confirmation of full program cost coverage.

• All awards must be documented in MyHELP, NCWorks, and the Master Participant Cost Ledger.

• Failure to adhere to these procedures may result in delays, denials, or compliance findings.