Case Management Hub

Participant: [Name]

Module Title: [Title]

Week of: [Date]

The participant is currently in active progress toward completing the training module. They have demonstrated consistent engagement with the course material and are advancing through the assigned content at a steady pace. Their ongoing participation reflects a clear understanding of the expectations and a commitment to mastering the subject matter.

The participant continues to exhibit strong focus and motivation in their learning efforts. Their progress thus far indicates a proactive approach to completing assignments and applying learned concepts. Continued monitoring and support will ensure successful module completion and sustained participation in the program.

Intake Case Management               

Date: [Date]                      

Time: [Two Hours]

Participant Name:

The above referenced participant visited The HELP Center to inquire about our programs and services. During the initial assessment, we determined that the Addictions Recovery Program would be a suitable option for them. The participant identified their addiction(s) as [addiction] and voluntarily enrolled in the program. They provided [type] as proof of identification and reside in Davidson County. I explained that our program is a non-intensive recovery program offering a variety of services to address issues stemming from their addiction(s). The application has been completed, uploaded to MyHELP, and all necessary documentation has been submitted.

The participant expressed a need for support in managing their addiction. We explored various coping mechanisms and treatment options available. I inquired about the participant's symptoms and provided examples to aid in identifying them.

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.