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:

This document outlines the step-by-step process for receiving, completing, and submitting bi-weekly timesheets for AARP trainee staff. It ensures accurate record-keeping, compliance with program requirements, and timely submission of hours worked.

Frequency

·         Bi-Weekly – Timesheets are due at the end of each pay period.

·         End Date – Always recorded as the Friday ending the pay period.

Step 1: Receiving Timesheets

1.       Timesheets are received via email bi-weekly for each participant.

To ensure that participant and partner calls are always routed to the correct team members, it is essential that call queues in RingCentral are reviewed and updated daily. This action prevents calls from being misrouted to unavailable staff, maintains a consistent customer experience, balances workload among team members, and ensures that coverage reflects real-time availability.

By managing call queue membership effectively, we can reduce missed calls, avoid delays, and uphold the high service standards expected from our organization. Please refrain from changing any other settings unless instructed to do so by Tamika or myself.

Please follow the steps below to manage call queue members in RingCentral:

1. Log into the RingCentral Admin Portal.

2. From the top navigation menu, click Phone System.

3. In the left-hand menu, expand the Groups dropdown.

Log into NC Works:

• Open the NC Works homepage.

Navigate to the Left Menu:

• On the homepage, locate and click the left-side menu option.

Follow these steps to complete a mini registration in NC Works for individuals referred directly by NCDHHS under the SNAP E&T program.

Log into NC Works:

Open the NC Works homepage.

Navigate to the Left Menu:

On the homepage, locate and click the left-side menu option.

Follow these steps to create activity codes in NC Works for individuals referred to The HELP Center's SNAP Employment and Training (SNAP E&T) Program. Activity codes are essential data points recorded in the system to document the participant's involvement in work readiness and vocational activities. These codes reflect the commitment of both the organization and the participant to engage in the prescribed activities. However, the narrative within the case notes is of greater significance, as it provides a detailed account of the participant’s journey toward their vocational goals.

Log into NC Works:

• Open the NC Works homepage.

Navigate to the Left Menu:

• On the homepage, locate and click the left-side menu option.

  
  

Access the Assist an Individual Section:

Activity codes are essential data points recorded in the system to document the participant's involvement in work readiness and vocational activities. These codes reflect the commitment of both the organization and the participant to engage in the prescribed activities.

Each case manager must ensure that, at minimum, five (5) of the available activity codes are opened; however, up to eight (8) codes may be applied depending on the participant’s progression and services received. Below is a breakdown of each activity code, including its purpose, applicable timeframe, and appropriate use within NCWorks.

MTAJ-NC Activity Codes Overview

S01 – E&T Orientation/Pre-Enrollment Activities