7.003 - 1 Caseload Management

Revised September 2019 VII. Caseload Management – Appointment Scheduling, Minimum Number of Appointments

PROCEDURE 7.003 Implementing Office: Community Health Administration (CHA) Revised August 2019

Approved by:

_______________________ LaQuandra S. Nesbitt MD, MPH; Agency Director Review by Legal Counsel:

____________________ Phillip Husband, Esq.; General Counsel Effective Date: 07/28/2016

I. Authority USDA

II. Reason for the Policy CFR § 246.7(f)(2) Timeframe for Processing Applicants

III. Applicability DC WIC State Agency and Local Agency Staff

IV. Policy Statement 1. Local agencies shall use the statewide show-rate to determine the minimum number of daily appointments. Appointments are defined as initial certifications, nutrition education/check pick-up, re-certifications, and medical updates. Each local agency shall calculate monthly show-rates. See chart listed in section V. Procedures. 2. The State agency shall review the show rate quarterly and make the necessary adjustments to reflect the rise and fall of the show-rate statewide. 3. Upon request, the State agency will provide the local agency with a print-out of the monthly summary of calls made, by the auto dialer voice messaging system. 4. The local agency should correlate the monthly enrollment average against the monthly closeout average to ascertain the utilization of the services rendered. 5. Assessment appointments shall be available eighty percent (80%) of the clinic opening hours. 6. Check pick-up/nutrition education appointments shall be available during one hundred percent (100%) of the clinic opening hours. 7. At least ninety percent (90%) of the daily, weekly, and monthly assessment appointments should be held for potential Priorities I, II and III applicants and participants: a. Whose current certification period will soon expire, b. Who call the clinic for an appointment, or c. Who visit the clinic for an appointment

7.003 - 2 Caseload Management

Revised September 2019 8. Appointments slots shall not be held for lower priorities. If, however, no appointments have been scheduled a week prior to Priority I, II and III applicants, an appointment can be given to any applicant regardless of potential priority.

V. Procedures

1) Local Agencies should refer to 4.003A to determine the number of CPA and CPPA’s that are needed to support their caseload 2) Local agencies must have adequate CPA coverage to cover the high-risk portion of their caseload 3) CPA’s should be assigned to sites with higher high-risk participation

Targeted Number of Clients to be Assessed Targeted Number of Clients to be Scheduled

Staffing Pattern*

Per Hour

Per Hour 1 CPA/CPPA – 1 Clerk 3 4 1 CPA/CPPA – 2 Clerks 5 6 2 CPA/CPPA – 2 Clerks 6 8 2 CPA/CPPA – 3 Clerks 8 10 3 CPA/CPPA – 3 Clerks 9 12 3 CPA/CPPA – 4 Clerks 12 16 VI. Appendix

N/A VII. Reference 4.001A – Staffing Requirements and Salary Ranges