Documentation

Type of client interaction (phone, in-person, etc.)

Statements made by the client and/or their representative.

Case actions and why the actions were taken, and

Eligibility decisions made, or next steps.

When working on a case that has ACES Equal Access (EA) requirements: Document how the plan was followed, If changing ACES EA requirements, clearly document the reason.

Use remarks to document information specific to the ACES page:

Details of how eligibility factor(s) were verified, When using Collateral Contact (CC) or Other (OT) valid value, document the details of how it was verified, When information is verified using an electronic source (such as BENDEX, AVS, etc.),

Include remarks to reconcile any discrepancies, or important information not otherwise captured, including required questions left blank on the application or eligibility review form.

Documentation provides:

An ongoing permanent history of actions and decisions made;

A support of eligibility, ineligibility and benefit determination;

Credibility for decisions when used as evidence in legal matters;

A trail for reviewers to determine the accuracy of the benefits issued.

Follow these principles when documenting:

Clear - Use readily understood language. Acronyms utilized should be DSHS/HCA approved

Concise - Documentation is subject to public review. Stick to the facts relevant to determining eligibility or benefit level.

Complete - The documentation must support the eligibility decision and allow a reviewer to determine what was done and why.

Consistent - Explain how conflicts or inconsistencies of information were addressed. Demonstrate the reasonableness of decisions. Ensure what you document accurately describes what happened with the case.