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STATE OF WASHINGTONDEPARTMENT OF SOCIAL AND HEALTH SERVICES
Aging and Long-Term Support AdministrationHome and Community Services Division
PO Box 45600, Olympia, WA 98504-5600
H17-040 – ProcedureMay 30, 2017
TO: Area Agency on Aging (AAA) Directors Home and Community Services (HCS) Division Regional AdministratorsDevelopmental Disabilities Administration (DDA) Regional Administrators
FROM: Kathy Morgan, Acting Director, Home and Community Services Division
Don Clintsman, Deputy Assistant Secretary, Developmental Disabilities Administration
SUBJECT: Wellness Education
PURPOSE: To provide information about the Wellness Education monthly service including information about: CARE indicators and service targeting Client survey feedback Service timelines and authorization end dates
BACKGROUND: Wellness Education is a monthly service currently available to HCS clients enrolled in COPES or RSW and DDA clients enrolled in Basic Plus, Core, or IFS waivers. Wellness Education service is the most commonly available COPES monthly service option.
With health literacy and person centered services at the core, Wellness Education service promotes independence, empowerment, and self-management of overall health and well-being. Using sophisticated data analytics, Wellness Education service matches indicators from the CARE assessment to a growing library of articles targeting specific health and well-being indicators. For a full list of the current CARE indicators used to customize wellness education, see attachment 1. Clients choosing the Wellness Education service receive a monthly newsletter with articles tailored to their specific health and well-being concerns. Articles are written in a simplified style, contain actionable information, and are translated into 17 languages. Client survey reports indicate that Wellness Education service supports clients to be better informed about their own health concerns, be more active participants in their health care, and make positive health behavior changes. For more
HCS MANAGEMENT BULLETIN
information from the Wellness Education client survey, see attachment 2.
WHAT’S NEW, CHANGED, OR CLARIFIED:
Newsletter MailingNewsletters are mailed to the client and, if the mailing address if different, the client’s identified personal NSA. The client mailing address is pulled from the client contact or the residential screen in CARE. The NSA mailing address is pulled from the collateral contact screen in CARE.
Each month, addresses identified as undeliverable by the United States Postal Service (USPS) are reviewed and sent to field offices to be verified and, if needed, updated in CARE. For information about USPS mailing address standards see attachment 3 and Management Bulletin H15-064.
Since Wellness Education service started, the number of undeliverable addresses has declined significantly. This is thanks to the work of staff who have updated addresses in CARE and improved data entry accuracy when entering mailing addresses. This work has made a significant difference in the success of the service. Thank you.
Service Production TimelinesIn order to deliver Wellness Education service timely, there are two newsletter productions during the month.
1. Main Production The main newsletter production begins on the 15th day of the month. Clients with continuing authorizations from the previous month, or new authorizations created between the 2nd day and the 14th day of the current month, will be included in this production. The main production begins in the month prior to the service month. Example: on April 15th 2017 the main production for May 2017 begins. A May 2017 newsletter will be produced for every client with an open Wellness Education service line on April 15th 2017.
2. End Of Month (EOM) Production The EOM production begins on the 2nd day of the month. Clients new to the service, with new authorizations created between the 15th day of the previous month and the 1st day of the current month, are included in this production. The EOM production ensures that clients with new authorizations created after the main production cut off will receive their first newsletter timely. Example: on May 2nd 2017 the EOM production for May 2017 begins. A May 2017 newsletter will be produced for clients new to Wellness Education with an authorization created between April 15th and May 2nd 2017.
Newsletters from both productions are mailed within the first week of the month of service.
Entering AuthorizationsFor a client to receive this monthly service a Wellness Education
authorization and service line must be created.
Wellness Education authorizations do not automatically renew. To continue the service after an authorization expires the case manager must extend the end date on the service line or create a new service line on the existing authorization with the new start and end dates. Do not change the start date on the service line that just expired. This will incorrectly create a provider overpayment situation. Ending AuthorizationsDepending on the date changes are made in CARE, different steps are required to properly end the Wellness Education service authorization.
Service Code Data Sheet SA080 has been updated to include details about how to end Wellness Education service authorizations, when to use a SOAP RAC, and when to submit a HCA ticket to reprocess a payment claim in ProviderOne.
ACTION: Refer to Service Code Data Sheet SA080 and follow the steps in the desk aid when ending Wellness Education service authorizations.
Continue updating mailing addresses in CARE when there is a change in the client or personal NSA mailing address.
RELATED REFERENCES:
MB H15-064, Updating Addresses and Returned Mail
Service Code Data Sheet SA080
ATTACHMENT(S): 1. List of current indicators
2. 2016 Survey Results
3. Verifying Mailing Addresses Desk Aid
4. Sample Newsletters
CONTACT(S): Nichole Ossa, Wellness Education Program [email protected]
Contact for DDA Ann Whitehall, Waiver Services Unit [email protected]