Guidelines #11: Appointment Scheduling

TITLE: / CWES BULLETIN 07-23 /
AREA: / Appointment Scheduling
REFERENCE: / N/A
DATE: / September 19, 2007
TO: / All CWES Staff
FROM: / Denise Boland, DEBS Administrator

Background

On July 9, 2007, business process improvements were implemented aimed at increasing the Work Participation Rate;expediting program servicesand achieving other performance objectives such as increasing the entered employment rate.

These business processes were designed to close the gap between one activity assignment to another by reducing the number of handoffs between Employment Technicians, Employment Counselors and/or Service Providers.

Integral to “closing the gap guidelines” is the ability to provide an added service and supportfor our clients, service providers and staff. The added service is the ability to be able to schedule an appointment by phone or in person for a client who needs to meet with the:

  • Assigned Employment Technician (ET);
  • Employment Connection Employment Counselor; or
  • EmploymentConnectionCenter.

The scheduling of an appointment will primarily be handled by the CST/OS staff by having access to staff OUTLOOK calendars. However, in limited circumstances the Employment Technician, the Employment Counselor or the Office-of-the-Day (OD) may have access to each other’s appointment calendars within their respective unit/location. It is anticipated that this new service will significantly reduce the wait time for a client to be seen, and assist the staff with managing their schedules. It will also save time byreducing the number of call backs,and return calls for both staff and clients who are trying to contact each other. Ultimately, it will augment the duties of the OD and greatly enhance customer services.

The staff has been provided refresher training in setting up individual OUTLOOK calendars as of August 2007. The Office Management Coordinators (OMC) and the Unit Supervisors will work together in setting up individual calendars with the appropriate access level for each staff person at their respective locations.

Attached are the guidelines for the:

  • Drop-In Client
  • Call-In Client;
  • Setting up the Appointment Schedule;
  • Scheduling the Appointment.

Also attached is the TEMP SC 1783 (Rev. 9/07) which will be available as shelf stock until such time Program is able to add it to the intranet. These guidelines are effective no later than October 1, 2007. OMC staff has primary responsibility to setup and implement the calendars and provide assistance to the unit supervisors and unit staff.

#11: GUIDELINES FOR APPOINTMENT SCHEDULING.
When a:
  • Client drops-in without an appointment.
  • Client calls-in and worker is not available.
  • Client calls-in and requests to schedule an appointment.
  • Staff or Service Provider call-in to schedule an appointment for a client.

11.1Drop-In Client
Who / Tasks/Steps
OS/CST / When client drops- in , ID the client’s worker, status and determine what level of service is needed:
If / Then
A. Client is dropping off documents and does not need to see the assigned worker, / Date stamp documents;
Enter into Traffic Log;
Provide client with a receipt;
Forward documents to the assigned worker or IDM station following established document processing procedures.
B. Client drops-in and does not have a scheduled appointment, does not want to wait to be seen by the assigned worker or by the OD and prefers to return, / Schedule appointment for client to be seen by the assigned worker using the OUTLOOK calendar. See 11.4 Section of Guideline #11.
Select and assign appointment slot by entering name of client; phone number and case ID number.
Hand issue appointment letter (SC1783) to client. Forward copy to IDM.
Send email to assigned worker informing them that an appointment has been scheduled.
C. Client drops-in and does not have an appointment, the assigned worker is not available, and client wants to be seen, / Follow Officer of the Day (OD) Guidelines and notify the OD.
Exception: If client is in a non-compliance/sanction status they must been seen either by their assigned worker or OD. No return appointment should be schedule for the client in this status.
11.2Call-in Client
Who / Tasks/Steps
CST/OS / When a client, staff or a service provider call-in for an appointment:
  1. Schedule appointment for client to be seen by the assigned worker using the OUTLOOK calendar – See Section 11.4
  2. Select and assign appointment slot by entering name of client, phone number, case ID number and reason for appointment.
  3. Complete the Drop-In/Return Appointment Notice (SC1783).
  4. Send a copy to the IDM station.
  5. Mail the original SC 1783 to client. (When the appointment is made for the next day the mailed notice will arrive after the scheduled date however, it shall serve as the confirmation that an appointment was scheduled by phone).
  6. Notify the assigned worker by email that an appointment has been scheduled.
Note: When the assigned worker is not available and the client states in person or by phone that it is urgent, the CST/OS have the discretion to contact the Office of the Day (OD), the Unit Lead, Unit Supervisor or the Office Management Coordinator. All other established safety and security protocols are to be followed.
11.3Setting Up the Appointment Schedule & Scheduling the Appointment
Who / Tasks/Steps
OMC / A. Ensure each OMC, CST and OS within each CWES office has access to all ET, EC
and ECC-ET schedules within their respectiveCWES offices.
B. Monitor access and update calendar access regularly.
Note: Excludes Assessment Counselors at 1888 Senter Road and SouthCounty.
EPS / A. Ensure each unit member has setup OUTLOOK calendar 60 days in advance.
B. Ensure each unit member has access to each other’s schedules within the unit.
C. Monitor access and update calendar access.
D. Monitor calendar daily and assign coverage for the scheduled appointment when the
assigned worker is not available and inform the OMC or designated back up of the
change.
E. Re-direct appointment to another unit member or attempt tocontact client and
reschedule.
Notes:
  1. WOOC Unit Supervisor or Unit Lead are delegated these responsibilities in the absence of the Unit Supervisor.
  2. Excludes Assessment Counselor and South CountyUnits.

EC
ET
ECC-ET / A. Block out four (4) one hour appointment slots in OUTLOOK per week choosing a
Monday/Wednesday or Tuesday/Thursday combination. These appointments are to
be identified as “Open Client Appointment” and color coded yellow.
B. Contact the CST or OS at the CWES office where the assigned worker/staff is located
if requesting an appointment for a client.
C. Complete and issue the SC 1783 in person or by mail to the client.
D. Send copy of the SC 1783 to the IDM station.
E. Email the assigned worker or staff person informing them about the appointment.
11.4 / Scheduling an Appointment
Who / Task/Steps
AC
Service Provider / A. Contact the CST or OS at the CWES office where the assigned worker/staff person is
located when making the appointment.*
B. Complete SC 1783 in person or by mail to the client.
C. Send copy of SC 1783 to the IDM station.
D. Email the assigned work/staff person informing them that an appointment has been
scheduled on behalf of the client.
CST
OS / A. Upon determining the level of service and type of appointment needed
B. Inform the client of the following options:
  • A scheduled appointment can be conducted in person or by phone. (A phone appointment is when a time slot has been blocked out to enable the worker to contact the client by phone at a specified and agreed upon time or vice versa).
  • When there is no time slot available to meet the client’s need, ask the client which time/date maybe convenient to be called or to return.
  • Inform the both the client that this request will be sent to the assigned worker and a confirmation letter will be sent.
  • Email the worker or other designated staff of the request.
C. If it is determined that an appointment slot is available, follow the steps below:
  1. Access the ET/EC OUTLOOK Calendar.
  2. Double click on the “Open Client Appointment” color codes in yellow.
  3. If it is a recurring appointment, click OK to “open the occurrence”.
  4. In the subject line, highlight” Open Client Appointment” and enter the client name, SSN, Case ID and reason for appointment (e.g. childcare, transportation, phone appointment).
  5. Click SAVE and CLOSE button.
  6. Issue the SC 1783 (Drop-In/Return Appointment) to client the same day or mail.
  7. Send SC 1783 to IDM station.
  8. Email worker informing them about the appointment.
Notes:
  1. An appointment can also be scheduled by the OD, Unit Supervisor or Unit Lead.
  2. Contact the Assessment Unit CST for individual appointments. Group Assessment is scheduled on CalWIN.

* CWES Office Numbers

Location / Phone Number
1888 Senter Road / 258-6500
1870 Senter Road / 999-6200
591 North King Road, Ste. 6 / 928-3500
NorthCounty – 100 Moffett Blvd., Mtn. View / (650) 988-6100
SouthCounty – 379 Tomkins Ct., Gilroy / (408) 846-3955
Senter Road Employment Connection / 278-6557 or 278-6551
Las Plumas Employment Connection / 928-3250
NorthCounty Employment Connection / (408) 522-100
South CountyEmployment Connection / (408) 846-3955

1

11/1/2018

Santa ClaraCounty Social Services Agency

CalWORKs Employment Services

Client Name:
Case Number:
SSN:
Worker Name:
Worker #:
Phone:
Date:

[ ]

[ ]

RETURN APPOINTMENT NOTICE
 Hand Issued in office  Mailed (appointment scheduled by phone)
Your appointment is scheduled on ______
(Date/Time)
at, ______to see ______.
(Location) (Name of Employment Services Worker)
Reason for your appointment:
Return required items checked below.
To meet with your assigned Employment Services Worker.
Other: ______
Bring the items checked below with you to the appointment noted above:
 Medical Verification  Legal Verification
 Employment Verification  Check Stubs from Work
School/Training Verification  Education Plan
Child Care Registration Forms  Verification of Attendance (SC 1755)
Other: ______
Comments:

TEMP SC 1783 (Rev. 9/07)