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FAQ - Frequently Asked Questions

Last modified: 4/24/2012 3:45 PM

 About CRM-General program questions

Is CRM a CalOMS State Requirement?

Is CRM for all clients?

When Do I start talking about CRM to my current clients?

Should eligible clients be interested in CRM, what do I do next?

How long after completion of treatment does the client have to enroll in CRM?

Is Drug Court, probation or parole involved in CRM and do I report to them about clients in CRM?

What do I need to do during a CRM telephone call?

How often should I call a CRM client?

What if the client needs one or two individual treatment sessions?

Are there treatment plans and progress notes during CRM?

How do I document the CRM contact?

What do I need to do at each CRM contact?


Business Rules (Closing in CRM and readmitting to regular treatment)

Is UNICARE data entry involved in CRM admission & discharge?

What if a CRM client has relapsed? What do I do?

When do I discharge a client from CRM?

Unicare Data Entry

Which UNICARE form should I use to enter services under the CRM U Code?

Which services should I enter for CRM in UNICARE?

Will I get credit for productivity for my CRM caseload?

 

CRM data collection – the Call Record

What additional data are collected for CRM, other than the services entered into UNICARE?

What is the Client Information Sheet?

What is the Call Record?

How often is the Call Record filled out?

What are the formats available for the Call Record?

How do I fill out the Call Record?

When will a paper version of the Call Record become available ?

Do I need to fill out the Call Record and an SRD in UNICARE for each call?

What do I do with the Call Record after each call?

How do I save Call Records to send to DADS?

How frequently will the data be uploaded?

For Data managers only

 

About CRM-General program questions

Is CRM a CalOMS State Requirement? 
No. CRM is not treatment and therefore, there is no requirement to report to the State.

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Is CRM for all clients? 
No. Clients are eligible for CRM only if they meet the following eligibility criteria: (a) successful completion of treatment, (b) completion of outpatient treatment 
and (c)consents to participating in CRM.

Client participation in CRM is entirely voluntary but counselors are required to inform all clients about the benefits of CRM and its potential to help sustain recovery.

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When Do I start talking about CRM to my current clients? 
Talk to your clients about CRM at any time during the primary phase of treatment and/or as part of discharge planning.

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Should eligible clients be interested in CRM, what do I do next? 
Client is closed (discharged) from active treatment FIRST before being admitted to CRM. The client is then reopened (admitted) under the CRM U Code in UNICARE.

Give all eligible clients who have (or will have) successfully completed treatment from outpatient Client Information on Post-Treatment Continuous Recovery Monitoring

Have interested eligible clients sign the Client Consent for CRM (each treatment site will have their own consent – a SAMPLE CRM Consent is provided here. System Consent with expiration date = completion of services.

Enter information onto the CRM Client Information Sheet from the discharge paperwork. Use the form to update phone numbers periodically

First contact needs to be within 14 - 30 days after d/c from primary treatment.

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How long after completion of treatment does the client have to enroll in CRM? 
2 weeks.

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 Is Drug Court, probation or parole involved in CRM and do I report to them about clients in CRM?
No. CRM is an aftercare-type of service, not treatment, and there is no communications with the courts, probation or parole.

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What do I need to do during a CRM telephone call? 
Prior to the first telephone contact, complete the CRM Client Information Sheet. This is completed only once for each client.

For each call made, complete the CRM Call Record. . You will need to complete the form irrespective of whether the client was contacted or not. Follow the instructions as they appear on the form.

Use the Telephone Script for CRM [Jump to section] on how to proceed with talking to the client about his/her continued recovery.

The next subsequent post-treatment check-up call is decided at the end of each phone call and based on info from the CRM Status Recovery Effort [Jump to section] assessment.

If the call is a level 3, 4 or 5, then apply the Immediate Needs Profile.

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How often should I call a CRM client? 
The date of the initial post treatment check-up is to be determined during the discharge planning from primary treatment and should be within the first 2 - 4 weeks after discharge from treatment.

Afterwards, the frequency of contact is based on a mutually agreed upon schedule. For example, assessment at Risk Levels 1 and 2 probably don't need another contact for at least a month (may be 2).

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What if the client needs one or two individual treatment sessions? 
If the client requires brief intervention, schedule those sessions and enter them into UNICARE as Individual Sessions under the CRM U code. You do not need to close the client in CRM and re-open them in regular outpatient treatment for a couple of sessions.

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Are there treatment plans and progress notes during CRM? 
No. Any notes you might take during CRM call back are for your own use.

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How do I document the CRM contact? 
A CRM call is reported in two different ways-in UNICARE and the CRM Call Record. You will need to enter information in the UNICARE services rendered form under the appropriate U Code.

For each call made, you will also need to complete the CRM Call Record. [See below for more details] You will need to complete the form irrespective of whether the client was contacted or not. Follow the instructions as they appear on the form. For more details, go to the CRM Data Collection section of this FAQ.

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What do I need to do at each CRM contact? 
The CRM Call Record form is organized so the questions follow in logical order. You begin with the ORS and then go on to the Status of Recovery Effort (SRE). The score on the SRE serves as a decision point.

If the score on the SRE is 1 or 2, the appropriate action is to schedule the next telephone call at a time and date of the client’s choosing.

If the score on the SRE is 3, administer the Immediate Needs Profile to determine the type of intervention or treatment type is required. Level 3 may require more frequent contacts within a month or perhaps even a brief education or intervention session or two. Risk Levels 4 and 5 will help to determine if readmission to primary treatment is needed and at what level of care.

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Business rules (Closing in CRM and readmitting to regular treatment)

Is UNICARE data entry involved in CRM admission & discharge? 
Yes. Clients will be discharged and closed as usual from primary treatment and reopened under a separate (and new) CRM U code in UNICARE. The client is closed (discharged) from active treatment FIRST before being admitted to CRM.

The client is then reopened (admitted) under the CRM U Code in UNICARE.

Similarly, if a client needs regular treatment, the client must be closed in CRM and then opened under the appropriate modality.

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What if a CRM client has relapsed? What do I do? 
If the client has relapsed with or without adverse consequences (a risk rating of 4 or 5), readmission to treatment is best.

If the client needs to be readmitted to outpatient or residential treatment, the counselor should do complete the CRM Discharge & Treatment Referral Form. When possible, the client will be scheduled with their primary counselor when readmitted to outpatient treatment. The primary counselor will schedule an appointment for intake within a week.

For readmissions to residential treatment, the counselor should complete the CRM Discharge & Treatment Referral Form and send it via secure FTP to the residential waitlist coordinator.

Complete all of the necessary paperwork needed for admission during the intake appointment and open a new chart.

For readmissions, the counselor would need to complete all of the necessary paperwork needed for admission during the intake appointment and open a new chart.

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When do I discharge a client from CRM? 
There are 5 situations when you should discharge a client from CRM:

  1. Client chooses to stop CRM
  2. No phone contact with client in three months
  3. Client is readmitted to treatment
  4. Incarceration
  5. Death

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Unicare Data Entry

Which UNICARE form should I use to enter services under the CRM U Code? 
The SRD Unicare form must be used to track services for CRM.

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Which services should I enter for CRM in UNICARE? 
The only two services that can be used under the CRM U code are: 34000 Individual Treatment and 30560 Activity (SS # to be announced once available) Continuous Recovery Monitoring. Please know that Individual treatment is for Face-to-Face.

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Will I get credit for productivity for my CRM caseload? 
Yes, counselors will get productivity credit for individual treatment and CRM Activity.
CRM data collection – the Call Record

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CRM data collection – the Call Record


What additional data are collected for CRM, other than the services entered into UNICARE?
Data for the CRM modality are gathered in two ways: in UNICARE and using the Call Record. The Call Record is available in different forms- a WORD fillable form, an EXCEL spreadsheet and a paper form. The paper form is not currently available for use.


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What is the Client Information Sheet? 

  • The Client Information Sheet is filled out at admission and discharge from CRM.
  • The Client Information Sheet is used to gather data from a client who consents to participate in the CRM modality.
  • The Information Sheet is used to record the client’s name, UNICARE ID, treatment discharge date, telephone contact information, CRM admission and discharge dates, and referral LOC (from CRM).
  • Data gathered from the UNICARE discharge summary is used to fill in the appropriate boxes in the Client Information Sheet.
  • Counselors may gather additional information such as addresses or other information that she/he considers important and record it on the Client Information Sheet. Additional information may be recorded in the space provided on the Client Information Sheet.
  • The Client Information Sheet is sent to DADS at after admission and discharge.

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What is the Call Record?
The Call Record consists of a form that is completed after each phone call to a client.
The Call Record records data gathered at each call made to the client.

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How often is the Call Record filled out?
The Call Record is completed each time a counselor calls a client, irrespective of whether the client is actually contacted. In other words, a phone call that results in a voice mail should also be recorded. All sections of the Call Record should be completed when the counselor has direct contact with the client.

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What are the formats available for the Call Record? 
The Call Record comes in two formats: An electronic version & paper version (not currently available for use).

  • The electronic version comes in two forms: A WORD fillable form Call Record and an EXCEL spreadsheet
    • The WORD form can be downloaded from the CRM website and completed in WORD.
    • An EXCEL spreadsheet is also available.

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How do I fill out the Call Record? 
Instructions for completing the Call Record are provided on the left-hand side of the WORD form.
Instructions for completing the EXCEL spreadsheet are provided in the first worksheet.

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When will a paper version of the Call Record become available? 
A paper version will become available in 2012. The paper version will be formatted a WORD document. It will be downloadable from the CRM website, so it can be printed out and filled out by hand each time you make a call.

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Do I need to fill out the Call Record and an SRD in UNICARE for each call? 
Yes, with one exception. You will not need to complete an SRD for an attempted phone call, only for a completed phone call. The Call Record is to be completed every time you call a client, whether or not you reach the client.


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What do I do with the Call Record after each call? 

  • Save the WORD fillable form after each phone call using the naming convention presented in the training.
  • If you used an EXCEL spreadsheet, simply save the spreadsheet, using the naming convention presented in the training.

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How do I save Call Records to send to DADS?

  • You will need to create a separate folder, preferably called CRM, where you will save all Call Records. Each agency will have a method for collecting together the Call Records for uploading to the DADS upload site.

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How frequently will the data be uploaded?

  • Data will be uploaded once a month to the DADS site. One person from each agency will be designated as the ‘data manager’ for this project. This person will be trained to gather data from you (the counselors) and upload the data directly to the DADS upload site. Typically, a counselor will not be required to upload the data directly to the DADS upload site.

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For Data managers only:

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