In April, we will be releasing the Enrollment object in Salesforce. This object is to tackle the idea of a client is working with us during a time-period. This will address clients who experience recidivism as well as track length of stays.
We are initially breaking up the enrollments into a few record types (which dictate fields are visible on a page.
Types of Enrollment
Children Services
A Children Services record is created at the point that a child needs intervention (i.e. receives services from Children Services).
Find Hope (formally Crisis Care) > Choose Help
During day services we have an idea of how many clients we serve but have a need for a better understanding of who is and who isn't engaging in the day services. The distinction of the two record types is needed:
Find Hope - Clients who aren't ready to engage with Atlanta Mission
Choose Help - Clients who are ready to engage with Atlanta Mission and want more
Each client that checks in at day services will default to a Find Hope enrollment record type. This is intentional to understand who needs help in their crisis (via referral, housing, temporary bed with us, etc) vs the clients who are ready to choose help with Atlanta Mission.
In order for a client to move to a Choose Help enrollment record type, staff (typically the Ambassador) will Submit for Approval to promote the client.
Find Hope Record Type (formally Crisis Care)
Choose Help Record Type
Make Progress
After a client has gone through the approval process from Choose Help, a client will make their way into Make Progress.
Make Progress - TPH
TPH clients should default to MP and if came from TSI their Choose Help / Find Hope enrollment should be completed.
Fields of Importance
As we move towards an enrollment model, activities and actions related to the client has been moved from the client to the enrollment object. Most of your work will remain the same, where data is stored will shift some.
Status
This field is currently a manual process typically updated by the social worker, but can also be updated by other staff on either the Choose Help or Make Progress Teams.
Active
A client status is considered Active when the Enrollment End Date is in the future or blank.
Inactive
A client is considered inactive when the Enrollment End Date is in the past.
Last Known Stage
This field is tracking the progress a client is making while at the mission during a period of time. In understanding clients, they may not take a 'normal' path to end homelessness and may even have some stops along the way. Each enrollment is to capture the 'last' stop on that enrollment.
Exit Interview Section
This section is typically completed by the Social Worker and will record where a client went should we refer a client or a client exits the mission.
Promoting a client - Approval Process
The Choose Help team is working with a client to determines the clients next best steps. Throughout their journey staff will Submit for Approval clients who are ready to take their next steps with us. Below are the criteria for each.
Find Hope > Choose Help
This is approval is automatic and does not require manager approval. The Ambassador (or Social Worker) would click "Submit for Approval" to move a client from Find Hope to Choose Help.
Criteria: Staff is working with the stable client who is ready to take steps of help. The client
Choose Help > Make Progress (3-part process)
When a client is Submit for Approval, the record will be locked and some functions are not able to be performed (to ensure Leader isn't review a changing record).
Orientation Waitlist
Criteria: Ambassador would submit client to the Orientation Waitlist. A Needs Assessment must be completed in order to Submit for Approval.
Once a client has a needs assessment and a relationship is established, an Ambassador may work with a client to determine their next best steps. Depending on a client's needs, they may be transferred to a Social Worker to help meet their needs.
If a client's needs align with Make Progress, the Ambassador will submit to the Choose Help Leader for review. Should questions or concerns come up, a client will be denied until answered/addressed and Ambassador (or Social Worker) will need to re-Submit for Approval.
Pending Orientation
Criteria: CH Leader would submit client to MP Leader for approval. Client Commitment to MP Date needs to be populated.
Once an orientation date is approaching, the CH Leader will work with Ambassadors to select which clients are ready to move to Make Progress. Once a client confirms/commits to Make Progress, CH Leader will enter the Client Commitment to MP Date.
Orientation
Criteria for Orientation: MP Leader would submit client to Make Progress with a Expected Orientation Date. Expected Orientation Start Date is required for a record to be created.
After a client has committed to Make Progress and an orientation date is selected. The MP Leader will enter the Expected Orientation Start Date and Submit for Approval.
A new Make Progress Enrollment will be created with the Start Date of Orientation.
Transferring to a CH Social Worker
There will be times in the client will need to be transferred to a social worker. To do this, use the "Transfer to Social Worker" button. This will update the Last Known Stage to "Transferred to Social Worker".
Exiting a Client
There are a variety of reasons a client will be exited, regardless staff intervention is necessary for us to know a client is no longer active.
Currently this process is manual for both planned and unplanned exits (community living discharge + ghosting from day services).