The 2014 APD Award of Excellence winners are the Oregon City and the Canby Eligibility Teams What a great example of the work done daily by a truly exceptional work force We look forward to coming to the offices of each of the winners and presenting them with an engraved plaque for this recognition by their co-workers and peers Here are highlights of what the nominator said Oregon City Eligibility Team was the first office to take on the shared caseload The positive results of better customer service a streamlined process

an end to backlog and less stress for workers were almost immediate The Canby office quickly jumped on board Over the year both groups have developed a strong model that works for the customers and team members They have moved from backlog and unhappy customers to same day or next day service Customers send thank you letters and compliments on a regular basis now These groups are shaping not only their individual offices and customers but are impacting the State as a whole to improve from the ground up

~Trisha and MikeIn this editionAPD Award of Excellence 1 NVRA declination card change 10North Bend Civil War day 2 Expedited SNAP vs SNAP Basics 10K-Plan services outside the home 2 Donrsquot forget - 5515 designation 11January 2015 CBC payment schedule 3 TBI resource 11Lifeline prior authorization 3 2015 state building closures 11November 2014 SNAP honor roll 4 District 7 ugly sweater day 11Donrsquot forget - Date stamp declinations 4 Donrsquot forget - MAGI procedures 11MSC 0371 4 Hearings issues and tips 12January 2014 training schedule 5 HBC transition plans Person-centered 13SNAP medical deduction QampA 6 SB21 community tour wrap-up amp thanks 14January 2015 calendar of events 7 More NVRA QampA 15Bend ugly sweater contest 7 Donrsquot forget - LIS 16Excel tips - Keyboard shortcuts 8 DHS 1999 16Donrsquot forget - Mail pending notices 8 Narrating required income amp benefit verif 172015 voter registration deadlines 9 LTSS IA at work 17Expedited SNAP 9 QCF projects 18

APD Field Services

In the LoopDecember 2014

Supporting APDAAA field structure by providing efficient timely and accurate information through superior customer service

APD Award of Excellence

Canby

Oregon City

December 2014 Page 2North Bend Civil War day

North Bend went all out for the annual Ducks vs Beavers Civil War football game this year

(Ahem notice the predominance of Ducks Just sayingk)

Looks great guys - thanks for sharing

Big thank you to Christy Shipman for sharing these great pictures

Want to share your pictures Send them to Karen Kaino

K-Plan services outside the homeLong Term Care policy staff have recently received inquiries from the field concerning if a Homecare Worker (HCW) can be paid to provide K-Plan services to a consumer somewhere other than the consumerrsquos home - the answer is YES

Key to this answer is the concept of the Person Centered Assessment and Service Planning process as defined in OAR 411-035-0010(23) As this rule states this process must take into account the consumerrsquos personal goals activities and lifestyle preferences and must help the consumer achieve them If the consumerrsquos goals activities and lifestyle preferences take the consumer away from his or her home or care setting then the Person Centered Service Plan needs to support them

Guidance Long Term Care policy staff has received from CMS bears this out It specifies person-centered service planning must be developed through a process which reflects the consumerrsquos individual preferences and goals this process must be directed by the consumer CMSrsquos guidance makes it clear the person-centered service plan must assist consumers to achieve personally-defined outcomes

It is these consumer-driven outcomes which should be the basis of authorizing and delivering home and community-based services not the consumerrsquos physical presence in his or her home What this means for day-to-day case management is if a consumer wants his or her HCW to provide service while accompanying the consumer on a trip while engaged in a community activity or while otherwise spending time away from home then the HCW should be paid for those services just as though the HCW was providing the services in the consumerrsquos home APD Long Term Care Policy

Mater - Debi Quant Burns

December 2014 Page 2North Bend Civil War day

North Bend went all out for the annual Ducks vs Beavers Civil War football game this year

(Ahem notice the predominance of Ducks Just sayingk)

Looks great guys - thanks for sharing

Big thank you to Christy Shipman for sharing these great pictures

Want to share your pictures Send them to Karen Kaino

K-Plan services outside the homeLong Term Care policy staff have recently received inquiries from the field concerning if a Homecare Worker (HCW) can be paid to provide K-Plan services to a consumer somewhere other than the consumerrsquos home - the answer is YES

Key to this answer is the concept of the Person Centered Assessment and Service Planning process as defined in OAR 411-035-0010(23) As this rule states this process must take into account the consumerrsquos personal goals activities and lifestyle preferences and must help the consumer achieve them If the consumerrsquos goals activities and lifestyle preferences take the consumer away from his or her home or care setting then the Person Centered Service Plan needs to support them

Guidance Long Term Care policy staff has received from CMS bears this out It specifies person-centered service planning must be developed through a process which reflects the consumerrsquos individual preferences and goals this process must be directed by the consumer CMSrsquos guidance makes it clear the person-centered service plan must assist consumers to achieve personally-defined outcomes

It is these consumer-driven outcomes which should be the basis of authorizing and delivering home and community-based services not the consumerrsquos physical presence in his or her home What this means for day-to-day case management is if a consumer wants his or her HCW to provide service while accompanying the consumer on a trip while engaged in a community activity or while otherwise spending time away from home then the HCW should be paid for those services just as though the HCW was providing the services in the consumerrsquos home APD Long Term Care Policy

Mater - Debi Quant Burns

December 2014 Page 3

Lifeline prior authorizationThe MMIS Desk Manual on the APD Staff Tools website (look under the green header for Manuals in the right-side column) now contains a desk manual for the prior authorization of Lifeline emergency response installation and the authorization of monthly Lifeline fees through MMIS

Previously workers used the ELGP system to record authorization for Lifeline emergency response the ELGP screen has been discontinued Instead workers will access MMIS exclusively for all Lifeline ermgency response activity

The desk manual for Lifeline emergecny response explains how to locate information about Lifeline activity adding a new authorization and includes tips for success

January 2015 Community Based Care payment scheduleJanuary provider service payments for the APD and DD 512 Programs will issue the night of Thursday January 1st and mail to providers the next business day which is Friday January 2nd

January Provider payments for the CEP Program will issue the night of Friday January 2nd and mail the next business day which is Monday January 5th

The difference in payment schedules is as follows

CBC payments issue the night of the first of each month and mail the next business day

CEP payments issue the night of the first business day of each month and mail the next business day

Direct Deposit (EFT) payments will also issue per the schedule above However rather than being mailed they will be sent to the Department of Treasury and out to individual banks for processing Banks are allowed to use up to three (3) banking days to process direct deposit payments which does not include weekends or holidays Please note DHS does not have any control of how and when individual banks process their direct deposit payments

Per the agreement signed by the provider to begin direct deposit of their payments the provider is required to confirm funds are available before making purchases out of their account DHS will not reimburse providers for overdraft charges due to insufficient funds

EFT payments for CBC programs will be available on or before 1159 pm of Tuesday January 6th

EFT payments for the CEP program will be available on or before 1159 pm of Wednesday January 7th

Direct Deposit information sign-ups changes to account information and other questions should be directed to the E-Commerce Unit at 503-945-6872Kristen Hutton APD Provider Relations Unit

Lily - Sherri Devlin Portland

December 2014 Page 4

November 2014 honor roll100 accuracy

0311 Oregon City APD 100 1717 Grants Pass DSO 1000913 La Pine APD 100 2019 Cottage Grove AAA 1001211 John Day APD 100 3111 La Grande APD 1001311 Burns APD 100 3112 Enterprise APD 1001513 Medford SSO 100 3211 Florence AAA 1001612 Madras APD 100 100

90 or better accuracy1517 Medford DSO 9515 0310 Canby APD 92863515 Portland AAA 9445 1011 Roseburg APD 92003617 McMinnville AAA 9500 1811 Klamath Falls APD 92000111 Baker City APD 9333 0914 Redmond APD 91672311 Ontario APD 9333 0911 Bend APD 90482411 Salem AAA 9333

47 of all AAA and APD branches are on the honor roll

Donrsquot forget ALL voter registration cards are required to be date stamped before they are mailed to the county elections office ndash no exception Use a plain date stamp which does not include your office name county agency or any other identifier and stamp both the registration card and any paper declinations

MSC 0371The Fraud Investigation Unit (FIU) will not accept a referral on a PDF version of the MSC 0371 OPAR Fraud Investigation Unit Referral form Currently the forms server only has a Word version which is the correct one to send to FIU If you have a PDF version of this form saved on your desktop or in one of your drives please get rid of it Also if you usually convert the completed Word document into a PDF before forwarding the form to FIU please do not do this any longer MSC 0371 forms received in a PDF format will be returned and a Word version will be requested

FIU needs to have the MSC 0371 in a Word format so they can make changes as needed and include their investigative findings See OPAR-IM-14-036 for more information

Donrsquot forget to fill out every section including a brief statement of why you suspect fraud Thank you for your help

Dora the Explorer - Amanda Anderson

Medford

December 2014 Page 5

January 2015 training calendarMonday Tuesday Wednesday Thursday Friday

1 CLOSED - New Yearrsquos Day

2

5 6Ask diversity (900 - 400)

7Working with challenging behaviors (830 - 430)Cultural competency and diversity (830 - 400)

8Working with challenging behaviors (830 - 430)Cultural competency and diversity Eugene (830 - 400)

9

12 13 Ask diversity (900 - 400)

14 15 16

19 20Cultural competency and diversity (830 - 400)

21DV 101 Eugene (830 - 430)

22 23

26Eligibility 201 100 - 430)

27Eligibility 201 (830 - 430)Case management essentials (830 - 430)Navigating transitions (900 - 400)Ask diversity (900 - 400)

28Eligibility 201 (830 - 430)Case management essentials (830 - 430)

29Eligibility 201 (830 - 430)Case management essentials (830 - 430)Field Leadership meeting (800 - 500)

30Eligibility 201 (830 - 1200)Case management essentials (830 - 430)

Dates and availability of classes are subject to change Please review avail-ability on the DHS Learning Center

Durin - Karen Kaino

Central Office

December 2014 Page 6SNAP medical deduction QampA

Below are questions and answers about SNAP medical deductions from the 2014 accuracy summits For a complete list of all questions and answers please see SS-PT-14-027

Q If an animal is a service animal can the extra shelter expense paid such as pet fees be included in the total shelter allowance or would it be allowed as a medical deduction for those eligible for medical deductions

A The cost for having a pet would not be included in the rent However it would be allowed and should be included as part of the customerrsquos medical deduction

Q A customer is certifying or recertifying and claims medical deductions on the application the customer was pended for income and medical costs The income information was received but the medical costs were not Do we need to send notice medical costs are not being allowed

A If all pended items are received except the items needed for a medical deduction process the application without allowing the deduction You do not need to send a denial notice for the medical deduction because you are sending an approval notice for the case Narrate why the medical deduction was not used

Q When a customer is required to be on a special diet because of an illness such as celiac disease or diabetes is there special or extra funding available for special diets

A SNAP is meant to be a supplement to the customerrsquos food budget Unfortunately there is no extra or special SNAP funding available which can be given due to increased costs of food for special diets In addition costs for items which can be purchased with SNAP benefits are not allowable medical deductions for example special diets nutritional drinks or organic food This is true even if the medical practitioner is prescribing the special food items for the individual

Q Do we need verification a medical cost such as over the counter (OTC) medication is under the direction of a health practitioner or is this subject to judgment If it makes sense they are taking this OTC for their condition would we still need to verify with doctor

A Allowable medical costs include over-the-counter medications approved by a licensed practitioner or other qualified health professional all medical costs must be verified For OTC items no formal prescription is required however the need for the items must be documented to show the OTC items are being used under the direction of a health practitioner This can be in the form of a letter or guidance provided by the provider or a phone call to the provider

Continued on the next page

Jeb Ava And Cole - Lori Westling

OCWCOG

December 2014 Page 7Continued from the previous page

Q Can you give an example of when you would give an elderly or disabled customer a medical transportation deduction Also what is the allowable mileage rate for a medical deduction to attend a medical appointment out of town

A A medical deduction for transportation would be allowed whenever an eligible customer age 60 or disabled based on SNAP definition has an out of pocket cost for obtaining medical treatment or services The same rate listed in the NEMT Non-emergent Medical Transportation (NEMT Brokerage Manual) would be used to determine the amount This rate can be found under Mileage Reimbursement and the current rate is $025 per mile

Q A customer had a medical bill paid by the daughterrsquos credit card The customer turns around and writes the daughter a check to pay her back Does the customer get the medical deduction

A Yes since the bill was incurred and paid it would be allowed as a medical deduction on the case

Q How do we allow pre-payment of medical costs such as paying for dentures prior to receiving service

A The medical deduction would only be allowed once the customer incurred the cost for the actual service provided It would not be allowed in advance of the procedure

January 2015Bath safety month

Financial wellness monthPoverty in America awareness month

Jan 1-7 Celebration of life weekJan 17-23 Fresh squeezed juice weekJan 25-31 Clean out your in-box week

Jan 1 CLOSED - New Yearrsquos DayJan 3 Fruitcake toss day

Jan 5 Blue MondayJan 10 Cut your energy costs dayJan 12 Clean off your desk dayJan 14 Organize your home day

Jan 22 Answer your catrsquos questions dayJan 27 Viet Nam peace day

Jan 30 Fun at work day

Bend ugly sweater contestCongratulations to the winners of the ugly sweater contest in Bend Hideous - good job

Looking for past issues of In the Loop Do you wish you had an index to all the great information All newsletters yearly indexes and a master index for everything are on the APD Field Services web page wwwdhsstateorusspdtoolsfieldindexhtm

Katana - Cindy Wolford

Roseburg

L-R John Pursley (APS) Annette Lyle (CM) Ciara Williams (OS2) and Zac Nordby (OS2)

December 2014 Page 8Excel tips ndash Keyboard shortcuts

Microsoft Excel 2010 has multiple functions available by using keyboard shortcuts The Microsoft Office webpage provides a full list of pre-programmed shortcuts but here are some of the common ones you may not know about but may find handy

Command ActionAlt+F8 Displays the Macro dialogue boxAlt+W I Switches to Page Break previewAlt+W L Switches to Normal viewCtrl+ Adds the date in the cell where the cursor is sittingCtrl+Shift+ Adds the current time in the cell where the cursor is sittingCtrl+1 Opens the Format Cell dialogue boxCtrl+A Selects the entire sheetCtrl+F Opens the Find and Replace dialogue boxCtrl+K Opens the Insert Hyperlink dialogue box Ctrl+N Opens a new sheetCtrl+End Moves cursor to the end of the sheet (last cell)Ctrl+Home Moves cursor to the beginning of the sheet (first cell)Ctrl +Page Down Switch between workbook tabs (right-to-left)Ctrl +Page Up Switch between workbook tabs (left-to-right)Ctrl+Shift+$ Applies a currency format with two (2) decimal placesCtrl+Z Undo last action (can be used multiple times)Shift+F10 Open a shortcut menuShift+ltspacebargt Selects the row where the cursor is sittingF1 Opens the Help windowF4 Repeat the last actionF7 Opens the Spelling dialogue boxF12 Opens the Save As dialogue box

= also performs the same function in Microsoft Word 2010

Donrsquot forget Pended applications are required to receive written notices It is never sufficient to verbally explain whatrsquos needed or leave a voice message Great customer service would be to mail a written pending notice and verbally explain what you need whenever possible Delaying a pending notice in favor of a phone

call just reduces the customerrsquos response time ndash act promptly and get those notices in the mail

Bowser - Beth Elye Roseburg

December 2014 Page 8Excel tips ndash Keyboard shortcuts

Microsoft Excel 2010 has multiple functions available by using keyboard shortcuts The Microsoft Office webpage provides a full list of pre-programmed shortcuts but here are some of the common ones you may not know about but may find handy

Command ActionAlt+F8 Displays the Macro dialogue boxAlt+W I Switches to Page Break previewAlt+W L Switches to Normal viewCtrl+ Adds the date in the cell where the cursor is sittingCtrl+Shift+ Adds the current time in the cell where the cursor is sittingCtrl+1 Opens the Format Cell dialogue boxCtrl+A Selects the entire sheetCtrl+F Opens the Find and Replace dialogue boxCtrl+K Opens the Insert Hyperlink dialogue box Ctrl+N Opens a new sheetCtrl+End Moves cursor to the end of the sheet (last cell)Ctrl+Home Moves cursor to the beginning of the sheet (first cell)Ctrl +Page Down Switch between workbook tabs (right-to-left)Ctrl +Page Up Switch between workbook tabs (left-to-right)Ctrl+Shift+$ Applies a currency format with two (2) decimal placesCtrl+Z Undo last action (can be used multiple times)Shift+F10 Open a shortcut menuShift+ltspacebargt Selects the row where the cursor is sittingF1 Opens the Help windowF4 Repeat the last actionF7 Opens the Spelling dialogue boxF12 Opens the Save As dialogue box

= also performs the same function in Microsoft Word 2010

Donrsquot forget Pended applications are required to receive written notices It is never sufficient to verbally explain whatrsquos needed or leave a voice message Great customer service would be to mail a written pending notice and verbally explain what you need whenever possible Delaying a pending notice in favor of a phone

call just reduces the customerrsquos response time ndash act promptly and get those notices in the mail

Bowser - Beth Elye Roseburg

December 2014 Page 9

Expedited SNAPNew SNAP cases or SNAP cases with a break in benefits including those closed for even one day must be screened for expedited benefits at the time of application ndash no exceptions If the customer is eligible for expedited SNAP their eligibility must be determined and their benefits must be issued within seven (7) calendar days of their filing date Expedited cases also MUST be coded as expedited using the IX coding on the case when

issuing ndash it is not enough to issue benefits within the seven (7) calendars day period

See below for expedited SNAP tips from the SNAP manual SNAPB6

There are several steps to issuing benefits under expedited service All of the steps must occur 1 At time of the filing date screen the application for expedited criteria for SNAP benefits 2 Schedule the full eligibility interview to occur within seven (7) days of the filing date You

can set up the interview time when the customer files 3 Get verification of identity ndash this does not have to be photo ID Use the mainframe and

other systems to find all the verification you can and avoid pending the customer 4 Give the customer an SDS 539H Notification of Pending Status or DHS 210 Notice of

Pending Status for any missing items 5 Establish expedited eligibility using the customerrsquos statements on the application and

during the interview and any verification readily available 6 Issue the benefits by the seventh calendar day after the filing date using the IX or EX

code on FSMIS 7 If additional verification was requested on a pending notice set a short certification period

of one to two months If no verification was requested set a normal certification period

For more information contact the SNAP Policy Unit snappolicystateorus Contact the Training Unit to ask about expedited training in your area

2015 voter registration deadlinesThe deadline for voter registration is twenty-one (21) days prior to the election When a customer completes a voter registration form during the hiatus between the deadline and the election let them know they will not vote in the upcoming election - it will be the next one

If you would like to have the 2015 voter registration deadlines in a printable format for interview rooms or the front counter please see the APD Field Services webpage Contact Karen Kaino karenlkainostateorus if you have any questions

Deadline Election dayFebruary 17 March 10April 28 May 19August 25 September 15October 13 November 3

Sniper - Lisa Mocan Bend

December 2014 Page 10

NVRA declination card changeHopefully everyone knows by now the MSC 503D Oregon Voter Registration Declination Cardcedil is no longer available for ordering There are a lot of reasons for this but the end result is offices have to change how they do this work a little

If your office still has the cards lay two of them on the glass of your copier and run copies if you want paper copies If you no longer have the cards contact Karen Kaino karenlkainostateorus for an electronic copy of the two-on-page

The preferred solution over continuing to use paper is to switch to electronic declinations If the customer says ldquonordquo to voter registration or they receive the voter registration link via email go to the DHS forms server and open the MSC 503 (the PDF on the left side) Complete the form with the name or prime mark it yes or no and save the form into a shared drive folder it will auto date when saved

The shared drive folder should have folders for the year and months 2014gtDecember 2015gtJanuary Save the form by the customerrsquos last name or the form will save over itself each time the local office can decide how much information to save for the individual forms

By using electronic declination cards local offices are complying with the federal request to move to a more paperless process reducing paper consumption eliminating physical storage needs saving time and reducing the work load for the local site coordinator Contact Karen Kaino for guidance nad questions

Expedited SNAP vs SNAP BasicsThe Training Unit has recently seen an increase in the number of staff taking both the Expedited SNAP class (two days) and SNAP Basics (five days) courses It is not mandatory for an eligibility worker to take both courses as part of their core eligibility training

The Expedited SNAP course is intended for front-line staff who will be determining expedited SNAP eligibility only or for staff who need a refresher on expedited eligibility This two-day course provides a ldquofast and furiousrdquo overview of SNAP eligibility Due to the two day limitation and the amount of policy which must be covered computer coding is somewhat limited

On the other hand the SNAP Basics course is intended for eligibility workers who will be determining initial and ongoing SNAP eligibility This class goes into more detail and provides much more SNAP computer coding practice

An eligibility worker taking SNAP Basics will receive training on expedited service and avoid any redundancy between the classes Staff may benefit from taking both since it does reinforce the same policy and concepts but it is not required SSP Training Unit

Kleen Janice Castle Central Office

December 2014 Page 11

2015 state building closuresIn 2015 state office buildings will be closed on the following days

New Yearrsquos Day Thursday 01012015Martin Luther King Jr Day Monday 01192015Presidentrsquos Day Monday 02162015Memorial Day Monday 05252015Independence Day Friday 07032015Labor Day Monday 09072015Veteranrsquos Day Wednesday 11112015Thanksgiving Day Thursday 11262015Christmas Day Friday 12252015

To find information for setting up automatic email responses during building closures for holidays or to print the 2015 calendar see the DAS intranet site

Donrsquot forget The 5515 ldquobranchrdquo designation

is not a real branch ndash staff should never transfer a case to this branch for any reason Open cases in 5515 will not receive notices and there is no eligibility staff assigned to look at these cases so they will never be worked If you accidentally transfer a case to 5515 or need a closed case from that branch contact Karen Kaino Lauren Mitchell or Angela Munkers with the prime or SSN to get the case sent back to your branch

Meg - Kris Boler the

Dalles

TBI resourceThe Center on Brain Injury Research and Training (CBIRT) has created a no-cost resource for families who care for adult family members with traumatic brain injury (TBI)

The website offers problem solving ideas caregiver support answers questions and provides ideas for improving and enhancing the home environment for the injured person

The family caregiver can sign up at httptbifamilysupportcbirtorgaccountsloginnext= Please share the website with customers who could benefit from this information

ldquoLikerdquo ADRC of Oregon on Facebook to get the latest news and information from the ADRC project visit the ADRC website to keep up with whatrsquos happening

Donrsquot forget Use the Affordable Care Act (ACA) Information and Help website for the most updates MAGI process information The New Procedure Document is updated when anything changes so bookmark the site and always stay up-to-date Remember ndash if you follow the procedure you will have success

District 7 ugly sweater day

North Bend District 7 Coos County hauled out the ugly sweaters for the holiday Very very bad - thanks for sharing

December 2014 Page 12Hearing issues and tips

The APD Hearing Unit is experiencing an increase in late referrals from the branches When a customer requests a hearing there are time frames that must be followed in order to remain in compliance with rules surrounding the processing of hearing requests Sometimes branches referring hearing requests have delayed referral for over one or two months This is a significant delay that prevents the hearing reps from completing their process in a timely manner and within guidelines

According to statute for SNAP cases the hearing reps have 14 days from the date the customer requests the hearing to the time when the hearing rep refers the request to the Office of Administrative Hearings (OAH) For Medical cases the hearing reps have 21 days The hearings are scheduled based on when the Administrative Law Judge (ALJ) has to produce the final order When a hearing request is not processed timely the entire process is affected and can mean we are not in compliance with the Oregon Attorney Generalrsquos laws regarding hearings It is the responsibility of the branches to process hearing requests timely and thereby help the hearing reps to develop the hearing file and make referrals to OAH timely as well

Here are some brief but important tips for completing a timely hearing request

A customer can make a verbal request for a hearing OR a written request for a hearing This is true for both SNAP and Medical cases

The date of the verbal request begins the hearing process Do not wait for a signed 443 to be returned to the worker (This is probably the biggest cause of late hearing requests)

The worker should complete the entire 443 for a verbal hearing request (Unless the customer is face to face with the worker and can complete the 443 at that moment)

Please ask the customer if they would like their benefits to remain the same or if they would like an expedited hearing and mark the corresponding boxes on the 443 for each of these This is important because customers may not know that they may have a right to these

The worker should sign the 443 (for a verbal request when the customer is not present) and note that they are the eligibility specialist or case manager etc and date the form

The completed 443 is to be referred to the APD Hearings Coordinator the same day via email or within 24 hours Please send hearing requests to apdhearingsdhsohastateorus

Please be sure to have a conversation with the customer who is requesting the hearing and make sure they understand why their benefits have been denied reduced or closed This is an important part of the hearing process There are many instances where the claimant has ultimately withdrawn their request once the reason for the action has been explained Customers need to know the reasons why the Department took the action

Please take the time to help your customer understand the action taken by the Department

Mea - Karin Olson The

Dalles

December 2014 Page 13Home and Community-Based transition plans

Person-centered planningThis is the first in a series of articles regarding person-centered planning On January 16 2014 CMS published new Home and Community-Based Services rules and requirements Among these are requirements for states to have a person-centered process and person-centered planning system in place To aid in the transition to better meet these expectations this series is presented to educate and stimulate thinking on this topic Please e-mail BobWEIRdhsohastateorus with any questions thoughts or ideas

Person-centered planning is a term describing an evolving family of approaches to social services planning that generally involve

Focusing on the strengths and talents of the individual Utilizing individual natural and creative supports and servicesDefining life goals and how to achieveRooting systems processes and services in the values goals and outcomes important

to the person while not ignoring other factors such as family funding and community supports

Early roots for person centered planning came from efforts to improve systems and services by looking at individual needs and an understanding that when the systems could meet the needs of the individual it led to system improvements While I can find no direct link in the literature it seems probable the tenets of person-centered therapy created by Carl Rogers contributed to the philosophical underpinnings of person-centered planning Rogers believed the patient had the answers not the therapist and the therapistrsquos role was to create an environment where the individual could discover the answers for his or herself

The early person-centered planning work was primarily focused on People with Intellectual and Developmentally Disabilities (IDD) population Early focuses or outcomes of these efforts were

Increased deinstitutionalizationIncreasing choiceAdvocating de-personalizing labelsHonoring the voice of the individual and those who know the person bestBuilding relationshipsIndividualizing supports based on high expectationsDemanding that agencies adopt new forms of services

Continued on the next page

Sophie - Sarah Minier Johnson HR

December 2014 Page 13Home and Community-Based transition plans

Person-centered planningThis is the first in a series of articles regarding person-centered planning On January 16 2014 CMS published new Home and Community-Based Services rules and requirements Among these are requirements for states to have a person-centered process and person-centered planning system in place To aid in the transition to better meet these expectations this series is presented to educate and stimulate thinking on this topic Please e-mail BobWEIRdhsohastateorus with any questions thoughts or ideas

Person-centered planning is a term describing an evolving family of approaches to social services planning that generally involve

Focusing on the strengths and talents of the individual Utilizing individual natural and creative supports and servicesDefining life goals and how to achieveRooting systems processes and services in the values goals and outcomes important

to the person while not ignoring other factors such as family funding and community supports

Early roots for person centered planning came from efforts to improve systems and services by looking at individual needs and an understanding that when the systems could meet the needs of the individual it led to system improvements While I can find no direct link in the literature it seems probable the tenets of person-centered therapy created by Carl Rogers contributed to the philosophical underpinnings of person-centered planning Rogers believed the patient had the answers not the therapist and the therapistrsquos role was to create an environment where the individual could discover the answers for his or herself

The early person-centered planning work was primarily focused on People with Intellectual and Developmentally Disabilities (IDD) population Early focuses or outcomes of these efforts were

Increased deinstitutionalizationIncreasing choiceAdvocating de-personalizing labelsHonoring the voice of the individual and those who know the person bestBuilding relationshipsIndividualizing supports based on high expectationsDemanding that agencies adopt new forms of services

Continued on the next page

Sophie - Sarah Minier Johnson HR

December 2014 Page 14Continued from the previous page

Most authors agree you simply canrsquot adopt a group of techniques or principles to be person-centered organizations must adopt a culture a philosophy and a belief system that truly values the approach

To illustrate most retailers claim they provide good customer service but we as consumers know when we get good service or not Most retailers likely have policies such as greet the customer quickly smile ask if the customer needs assistance yet successful retailers go beyond the techniques and instill the culture philosophy and belief system that good customer service matters

In future articles we will begin to explore the CMS expectations around person-centered planning and how we might be able to better evolve our services around these expectations For those interested here is a link to the CMS HCBS rules httpswwwfederalregistergovarticles201401162014-00487medicaid-program-state-plan-home-and-community-based-services-5-year-period-for-waivers-provider

For more information contact Bob Weir BobWEIRstateorus or Mat Rapoza mathewgrapozastateorus with the Medicaid Long Term Care Policy Unit

Bella - Jodi West

LaGrande

SB21 community tour wrap-up and BIG thanksThank you During the months of October and November the Advocacy and Development Unit visited cities around Oregon to hold community meetings related to the future of long term services and supports (LTSS) in Oregon We visited 16 cities throughout the state heard from many consumers advocates providers and others including great APD and AAA staff and learned about some of your challenges and the great work you are all doing

We want to express out gratitude for your help and participation during the tour Local offices helped us to make this a success Staff (you) pounded the pavement distributing fliers spread the word to consumers and partners and attended at least one of the community meetings in various areas We could not have reached as many people as we did if it wasnrsquot for your assistance and we are so thankful for your time and expertise

All of the data we gathered is being compiled and it will be presented to the Steering Committee at their next meeting on January 8 2015 from 900am ndash 1200pm This is a public meeting so anyone interested in attending in person or by phone is welcome and encouraged Here are the meeting details

3406 Cherry AvenueKeizer ORRoom 123Dial-in 888-204-5984 Participant 6696074APD Advocacy and Development

December 2014 Page 15More NVRA QampA

Here are more questions and answers about the National Voter Registration Act (NVRA) procedures If you have a question contact Karen Kaino by phone 503-569-7034 email karenlkainostateorus or IM

Q Instead of ordering and paying for the MSC 500 forms can we put the MSC 503 in the lobby

A You cannot The Act requires agencies (thatrsquos us) to have two separate forms The MSC 500 the lick-and-stick version must be in the lobby at all times because DHS and AAA are public agencies libraries the DMV post offices and other institutions also have voter registration forms in their public areas Staff should never use the MSC 500 for any reason Instead staff uses the MSC 503 the tear-off version which can never be in the lobby The two versions have specific uses and they cannot be interchanged MSC 500 in the lobby and MSC 503 behind the counter Donrsquot mix them up

Q What is reception staff required to do with voter registrationA The front desk and reception staff are primarily required to ask about voter registration

when a customer reports a change of address regardless of how they report it Use the SDS 400 to capture the address change remind you to ask about voter registration and as the declination Check with your local leadership team to see if they want the front desk reception staff to ask about voter registration at other times or if that will be part of the eligibility and case management staff requirements

Q If we ask the question and narrate it in the system does that meet the requirementA Not quite The Act requires a declination be completed for every person who meets a

qualifying event (new renew move or name change) regardless of their response So every ldquoyesrdquo or ldquonordquo response gets the MSC 503D Oregon Voter Registration Declination Card ndash no exception The narration is our insurance If the declination card is misplaced (which will happen) or lost (which will happen) will still have proof we asked the question and can confirm their response

Q Can we write just write the customerrsquos prime on the declination Or do we have to use their name

A I donrsquot care which one you use as long as the declination can be associated with a person If you habitually write the prime keep doing that if your habit is to print a name do that instead Either is fine

Q If the customer says ldquoyesrdquo why do we have to fill out the declinationA Because the feds said we have to ndash which is a ridiculous answer I know but itrsquos the truth

Continued on the next page

Spencer - Carrie

Ramsey-Smith The

Dalles

December 2014 Page 16Continued from the previous page Everyone gets a declination when they hit the four criteria - no exception Mark the

declination yes if they want to register for any reason or no if they donrsquot for any reason I know you donrsquot decline by saying yes but it is what it is so keep filling out those cards

Q We donrsquot have a date stamp without our office name can we just send the cards anyway

A NO The Act requires all voter registration cards to be date stamped so your office will have to figure out a solution right away For the ndash extremely ndash brief delay in finding or purchasing a plain non-identifying date stamp you can write the date in a random color pen next to the bar code This is not a solution just a temporary fix The need for a date stamp is not new

Q How can I get the MSC 500A large print version of the registration card

A They are on the DHS Forms Server and print on 11x14rdquo paper you should also be able to order them through the FBOS system

Q The SDS 539R Rights and Responsibilities doesnrsquot include the voter registration question ndash should we make sure to ask if we mail it

A No you donrsquot have to in this case Your customers will get the SDS 0539R because they have applied or reapplied for a benefit so they have already received an opportunity to register to vote Remember they only have to be asked once per qualifying event (new renew move or name change)

Q Can we leave a stack of declinations on the counter for customersA The declination is an internal use form so please donrsquot do that Declinations must be

kept either attached to the registration form as an electronic document or behind the counter make sure the declinations are not left behind during a site or home visit Also the declinations can be completed by a staff member so the customer never needs to complete one themselves

DHS 1999The brochure DHS 1999 OSIPM couples and Long-Term Services is available to order again and download form the DHS Forms Server The current version is dated 1214 and includes the up-to-date totals for 2015

Please recycle all prior versions of the brochure in your office and delete it from your desktop and drives

Donrsquot forget People with Medicare who are over the Medicare Savings Program

(MSP) income level may be eligible for Low Income Subsidy (LIS) Refer these individuals to their local Social Security office for extra help prescription assistance

Creekside Dan - Joyce Stratton

Central Office

December 2014 Page 17Narrating required income and benefit verification

After feedback was received from many of you wersquove updated the transmittal SS-AR-14-014 sent on 101414 regarding what is required to be narrated after reviewing all the available and appropriate Income Eligibility and Verification System (IEVS) screens for ALL programs ERDC OSIPM QMB REF REFM SNAP and TANF

What must be narrated1 Type All appropriate IEVS screens checked use this exact wording2 Was unreported information found viewing the IEVS screens3 If the information found on one or more the screens does not match

what the customer is reporting narrate how this discrepancy was cleared up4 Staff only needs to narrate information found which is relevant to the current eligibility

determination

For additional information and examples please see the transmittal SS-AR-14-014SNAP Policy

LTSS IA at work Coordinated Care Model Summit session highlightsIn early December APD Deputy Director Ashley Carson-Cottingham moderated a panel on Coordinating Across Systems CCOs and Long Term Services and Supports at the OHArsquos Coordinated Care Model Summit About sixty attendees heard a brief history and current overview of work to better coordinate between long term services and supports and CCOs including current work of APD and AAAs and the LTSS IAs in care coordination and health promotionchronic disease self-management programs It was very exciting to see this work being shared at a large public event involving local state and national health leaders

Our session included a panel highlighting local work including a partnership between RVCOG and AllCare CCO to increase referrals and participation in health promotion and self-management programs and joint care conferences and shared care plans work occurring in the Columbia Gorge area between APD District 9 and PacficSource Community Solutions CCO

Summit themes included a focus on social determinants of health fostering coordination of care across health care needs alternative payment methodologies for coordinated care and resources and tools to foster health care transformation such as health information technology patient centered primary care homes early learning hubs and traditional health workers

Look at the website for our session materials (4a) including the presentation and summaries of care coordination activities and health promotiondisease prevention projects across the state All other Summit plenary session presentations and breakout and poster session materials are also posted on this site APD Advocacy and Development

Zoe - Matt Baldwin Central Office

L-R Ashley Carson-Cottingham Dave Toler Rogue Valley Council of Governments Cynthia Ackerman AllCare Health Plan Kris Boler LTC IA Dist 9 Molly Mardesich and Devona Tafalla PacificSource

QCF projectsThe Quality Care Fund (QCF) was established in 2009 and is separate and distinct from the State of Oregon General Fund The fund is made up of State of Oregon long term care (LTC) licensing fees and state licensed care facility civil penalties Monies in the fund are continuously appropriated to the Department of Human Services and the Oregon Health Authority for training technical assistance quality improvement initiatives and licensing activities within long term care facilities within the State of Oregon

Under the direction of APD Deputy Director Ashley Carson-Cottingham staff in the Advocacy and Development Unit has been working with the Long Term Care Quality Steering Committee to allocate funds for projects to be completed by June 30 2015 Projects currently funded include

Oregon Patient Safety Commission ($281000) is completing a long term care infection control practices pilot targeting UTI reduction through prevention

Acumentra Health ($60000) will introduce basic principles of quality improvement (QI) and Team Strategies to Enhance Performance and Patient Safety (TeamSTEPPS) training to community-based living facilities aimed at optimizing patient outcomes by improving communication and teamwork skills among healthcare professionals

Making Oregon Vital for Elders ($164700) is developing a virtual training module on person directed care and living

Care Oregon ($89700) will implement a pilot project ldquoCareHomes Well Beingrdquo that focuses on quality improvement and utilizing lean management tools towards improving patient centered care

Portland State University Institute on Aging ($72719) is developing a person directed care instrument for residents to be piloted and validated for utilization by community based care surveyors

The Oregon Office of Licensing and Regulatory Oversight is completing two projects 1) CBC Staffing Evaluation Tool ($150000) will produce a minimum staffing algorithm and informational tool for staffing expectations and 2) Consumer Disclosure Information ($25000) focuses on revising the Oregon Consumer Guide for the Uniform Disclosure Statement and developing a facility comparison tool for consumers

Advocacy and Development staff is also working with Ashley to draft guidelines for the future of the Long Term Care Quality Steering Committee and a Quality Care Fund Board for evaluation allocation implementation and monitoring of projects for the 2015-2017 biennium If yoursquod like more information or have any questions please contact Ann McQueen annemcqueenstateorus or Jeannette Hulse jeannettelhulsestateorus

December 2014 Page 18

Sugar Daddy and Sugar Babies - Merry

Bayly Roseburg