Service Case

1. Accept the Case (How to Accept the Case)
2. Review the specific situation reported and reporter details (How to Review the Situation). Pay attention to any safety concerns noted. Also, review the collaterals and relationship to AV.
   1. If needed, reporter can be contacted to clarify any information in the specific situation reported
3. Review the Notes, specifically Screening Note (How to review notes). Look for Safety concerns regarding visit.
4. Review AV Vulnerabilities (How to Review AV Vulnerabilities).
5. Review AV details and update
   1. Research OSCN and ODCR
   2. Research AVA
   3. Research IMS/Workflow/FACS/OnBase
   4. Research Harmony
   5. Research Tribal Membership
   6. Research Google Maps

Note: Update the AV contact records as appropriate

Note: If there is concern that a case was assigned in error, duplicate, met merge criteria, etc.; staff with supervisor, and follow supervisor directive.

6. Specialist will decide on face to face or phone call based on research in steps 2 through 5 to make initial contact. If a phone call is determined appropriate, it can be staffed with supervisor.

If the AV has low risk, adequate mobility, only needing information would be situations that would allow a phone call.

Note: If this is a phone initiation, skip to Step 9 ↓.

7. Plan your field visit.
   
   Note: Communicate with your supervisor on how to schedule and conduct an efficient field day. Things to consider are:
   • number of other clients to be seen in the vicinity;
   • the skill level of the investigator;
   • the amount of time needed for each potential client to be interviewed.
   • if law enforcement escort needed.

8. Utilize your supervisor’s preferred method of contact to let them know that you are going into the field. The ADM-57 (often referred to as a Day Sheet) is the preferred method for some supervisors.

Prior to initiating the home visit, please read the following:

Stop AuthoritY:

When in the AV’s residence, the APS specialist is particularly aware of any signs of risk to safety. The APS specialist once inside the AV’s residence:

1. Stays near an exit and remains alert and observant;
2. Pays attention to any unusual sights or odors, particularly those associated with the manufacture or use of drugs;
3. Remains aware of the possibility of any other persons in the residence and inquires about anyone that may appear to be in another room; and
4. Leaves immediately if there is risk to safety (this also applies to approaching the residence)

If the visit is ended due to safety concerns, the specialist will relocate to a safe location and contact the supervisor for further staffing.

9. Initiate the initial interview and document the interview (see step 13 ↓ for how to interview AV) whether contact was made or not.   If completing an in-person interview, and the AV does not answer the door, the APS specialist follows the protocol in (A) through (D) of this paragraph prior to leaving the residence:

1. The APS specialist attempts to contact the AV by phone.
2. When no one answers the phone, the APS specialist calls the reporter to verify correct information.
3. When the reporter does not have additional information regarding the AV’s whereabouts, the APS specialist contacts collaterals, such as neighbors, doctors, and family to attempt to locate the AV.
4. When the first attempt to locate the AV is unsuccessful, the APS specialist leaves a business card and OKDHS Publication No. 17-33, “APS Door Hanger.“

If it is determined that initial contact may be made by a phone call to the vulnerable adult and contact with the vulnerable adult by phone is unsuccessful, a home visit shall be required within five business days of the date of the referral if the vulnerable adult’s location is known.

Note:  If contact was made on 1^st attempt in step 9, skip to step 13 ↓.

10. If contact was not made in first attempt, make a second attempt within five business days of first attempt to contact AV again. Be sure that you are visiting at a different time of day. Then document the interview. Additional things to consider are:
    1. The client’s schedule (example: dialysis, adult day care, senior citizen centers, day programs, etc.)
    2. The specific situation reported.

Note:  If contact was made on 2^nd attempt in step 9, skip to step 13 ↓.

11. If contact was not made in Step 10, send AV contact letter and document.
12. If no response to contact letter after seven calendar days, look in obituaries, IMS, google for address or phone numbers, relatives and document in notes. Staff with supervisor regarding possible Unable to Locate decision.
    • If it is determined that the case will be closed due to Unable to Locate, go to step 13 ↓.
    • If client has died, go to step 13 ↓.
    • If client is located, return to step 9 ↑.
13. Interviewing the AV *NOTE: Capacity should be assessed throughout the following steps.
    1. Introduce self, ask who all is present in the home and explain need for private interview with AV.
    2. Build rapport with client.
    3. Discuss reported concerns.
    4. Determine services in place.
    5. Discuss needed services and existing support system that can assist with arranging services.

Specialist will determine if specialist needs to assist AV in accessing services (applying for SNAP benefits, ADvantage, Meals on Wheels…things that can be initiated online or with a phone call at this interview)

14. Contact collaterals and document When talking with collaterals, the specialist should use caution in sharing only the parts of the service plan/details that the collateral will be involved.
15. Document appropriate service plan. Things to consider:
    1. Client’s desires
    2. Vulnerabilities
    3. Specific situation reported
    4. Ability to access services

*Document capacity statement in service plan monitoring notes.

16. If needed, further contact can be made with collaterals and/or the alleged victim.
17. Complete the Conclusion
18. Submit Referral for Closure (review reasons for submitting case for closure with follow-up)
19. Supervisor will review case for closure and determine need for follow up.
20. If closed with follow-up, case should be monitored at least every 30 days until situation improves to allow closure.
21. If in follow-up status, all follow-up interviews should be documented in the Interview tab.
22. Once situation is stable or resolved, case can be submitted for closure.
23. If supervisor approves of closure, case will be closed.
24. Once all steps are completed, case is successfully closed, and record will be locked.