Service Records

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Service Records

Revised October 28, 2007

Purpose: This category describes how to establish and maintain Community Services Office (CSO) social service case records (service records) to ensure statewide consistency. The service record is a tool to provide readily accessible information on social services provided and achievement of program or action plan objectives.

Social service records are filed in electronic data or image storage systems or paper files, depending on the local office's transition schedule from paper to electronic filing. Currently, the following electronic systems are used:

Inclusive Case Management System (ICMS, a module of the Barcode Application)

JOBS Automation System (JAS)

e-JAS (online version of JAS)

Document Management System (DMS)

Social Services Payment System (SSPS).

GUIDELINES

NOTE: Refer to the Case Records category in the Eligibility A-Z Manual for information about assigning case numbers and other elements of creating or transferring paper files.

Electronic File Maintenance

Workers collect or provide information in electronic systems by completing screens or entering text in designated areas (fields). See program guidelines or system web pages for information on which system to use. For example, the WorkFirst Handbook describes when to use e-JAS.

Paper File Organization

The social services paper file is set up as follows:

Jacket The front of the cover has the case number written in black ink.

Left inside Documentation: Attach items to the left inside of jacket with most recent flag or narrative on top. Documentation includes:

Case Progress Notes (Factual statements or assessment findings about case planning or social service activities or events.)

Assessment results, e.g., determination of need for protective payee or Necessary Supplemental Accommodation (NSA)

Flag(s) for cases requiring special handling, e.g., Family Violence, Address Confidentiality, Limited English Proficiency (LEP), or NSA,

Center

Mail, printouts or other correspondence filed in chronological order with the most recent item on top.

Program or service-specific packets. All items related to administering a specific program or delivering a specific social service in separate packets. Arrange in chronological order using two-prong or slide fasteners inserted from back to front to back so the most recent item is on top.

For example, create an Incapacity Determination packet by collecting Statement of Employment, Education and Health (DSHS 14-050) forms, medical records or incapacity evaluation report forms, the Progressive Evaluation Process worksheets and the Incapacity Determination (DSHS 14-118) forms.

Right inside Service payments authorization
Attach items to the right inside of jacket with the most recent authorization or input document on top.

WORKER RESPONSIBILITIES

Create a service record for all clients who apply for or receive social services, unless the only service provided is information and referral.

Ensure that cases flagged as requiring special handling are handled appropriately:

Limited English Proficiency (LEP):- follow flagging procedures to ensure that letters are sent in the client’s primary language.

Necessary Supplemental Accommodation (NSA) - follow case identification procedures to ensure these clients receive necessary services to access programs and services.

Family Violence -Flag or use procedures for handling confidential files with these cases to preserve the safety of the client and staff.

Ensure that all documentation is made in a timely manner. This includes client contacts, updates to case progress notes, service needs and plans, and outcomes.

Update or close any active SSPS, JAS or e-JAS payments within five working days of the services expiration date.

When all authorized services or payments are terminated, close all program components or screens or send the paper case record to closed files within five working days.