THE PLAYBOOK Outpatient
Services
Empowering Our Team with Clear Goals and Collaborative Success
AMessageFromOurCEO
Alexander Youth
Network Chief Executive Officer
On behalf of the Senior Management Team, I am delighted to welcome you to the Alexander Youth Network! We are honored you have chosen to join us on this transformative journey.
Our mission is clear and powerful: to provide quality treatment to children with serious emotional and behavioral challenges, enabling them and their families to achieve their potential and contribute positively to society. Every day, you have the incredible opportunity to change lives and create lasting impact.
What sets us apart is not just our expertise but the compassion and dedication we bring to our work. As you become part of our vibrant community, remember to lean on your colleagues, ask questions, and share your insights. Every interaction and challenge you overcome brings us closer to fulfilling our mission.
Together, we can make a profound difference in the lives of countless children and their families. Here’s to a future filled with hope, resilience, and positive transformation.
Best regards,
N. Craig Bass, ACSW Chief Executive Officer Alexander Youth Network
Introduction:ThePlaybook
Purpose of the Playbook
Welcome to The Playbook! This eBook is a central resource for all employees, providing a clear overview of our program expectations and guidelines. Our goal is to ensure everyone in your department has consistent, accurate information, helping us maintain high standards and achieve our goals.
Why the Playbook?
Enhance Clarity: Ensure everyone understands their roles and aligns with department goals.
Improve Communication: Clearly communicate expectations, reducing misunderstandings.
Support Training: Serve as a resource for onboarding and ongoing training.
Facilitate Accountability: Establish clear benchmarks and performance indicators.
How the Playbook Can Help You
Program Overviews: Detailed descriptions of each program and key performance indicators.
Expectations: Clear outlines of your role and tasks.
Resources: Access to templates, forms, and contact information.
Procedures: Step-by-step guides to our processes.
Improvement: Best practices and tips for better performance.
Using The Playbook, you’ll have the tools to perform your job effectively and contribute to our department’s success. This eBook will be an invaluable resource in your professional journey.
Chief Operating Officer
Regional Executive Director
Regional Clinical Director
Contracted Outpatient Therapist Outpatient Therapist
Discover the vital players shaping Outpatient Services - Click to explore team roles and responsibilities. Click Here! Roles & Responsiblities
ProgramOverview
PopulationServed:
Childrenandyouthages4–18
ServicesOffered:
Comprehensiveevaluations
Individualandfamilytherapysessions
Medicationmanagement
Telehealth(virtual),office-based,andschool-based services
ClinicalFocus:
Specializedtherapeuticmodelsfortrauma-related symptoms
Evidence-basedapproachestoaddressarangeof mentalhealthchallenges
Accreditation:
AccreditedbyTheJointCommission,reflecting highstandardsofcare
ServiceAreas
CountiesServed:
GuilfordCounty:Office-basedtherapy (Greensboro)
ForsythCounty:Office-based&school-based therapy(Winston-Salem)
MecklenburgCounty:Office-based&schoolbasedtherapy(Charlotte)
ClevelandCounty:Office-basedtherapy (Cleveland)
School-BasedServices:
Charlotte/MecklenburgCountySchools
Winston-Salem/ForsythCountySchools
Treatment&Therapeutic Interventions
Everychild’streatmentatAlexanderYouthNetwork’sOut-PatientServicesbegins withacomprehensiveassessmentthatguidesapersonalizedTreatmentPlanwith specificgoals,interventions,andtimelines.
KeyFocusAreas:
Attention and ADHD Management
Opposition, Defiance, and Aggression
Grief and Loss
Depression and Mood Disorders
Social Withdrawal and Anxiety
Take daily moments for mindfulness, like meditation, to find inner calm.
Use behavior management techniques and encourage healthy communication patterns
Provide supportive counseling to help children process and cope with difficult emotions.
Utilize evidence-based interventions to promote emotional regulation and improved functioning
Implement approaches that encourage social engagement and reduce anxious symptoms.
Suggest practical routines and coping skills to enhance sleep quality. Sleep Difficulties
School-Related Challenges
Coordinate with educational staff and caregivers to improve academic performance and classroom behaviors
Apply trauma-informed techniques to help children understand and heal from adverse experiences. Trauma Recovery
Attachment and Adoption Issue
Family Relationship Dynamics
Self-Esteem and Bullying
Truancy and Attendance Problems
Family Involvement
Foster the development of healthy bonds and supportive family relationships
Work with families to strengthen communication, consistency, and positive parenting practices.
Equip children with resilience-building skills, confidence, and conflict-resolution techniques
Identify contributing factors and collaborate with caregivers to improve attendance.
Therapists and caregivers collaborate, sharing strategies and resources to reinforce therapeutic goals at home.
ProgramExpectations
Additional Services
Program Structure & Service Delivery
Service Delivery Standards
Direct Service Hours: Therapists must provide client-facing services at least 65% of their total work time
Scheduling: Maintain 90-day advance schedule in our Electronic Health Record (EchoVantage)
Staff-Initiated Cancellations: Limited to no more than 5 per year
No-Show Rate: Target of less than 10% no-show rate after the first assessment
Session Frequency & Availability
Therapy sessions typically occur weekly or biweekly 24/7 On-Call Support for crises outside regular office hours
Documentation Requirements
Timeliness: All session notes completed same day (100% compliance goal)
Accuracy: Maintain at least 99% accuracy in Electronic Health Records Plan Alignment: All billed services must align with the active Treatment Plan
Audits: Regular documentation audits uphold compliance
Clinical Outcomes & Measurement-Based Care
1
Required Assessments
CPSS-5-SR Child PTSD Symptom Scale
SCARED Screen for Child Anxiety Related Disorders
2 CES-DC Center for Epidemiological Studies Depression Scale
4
3 C-SSRS Columbia-Suicide Severity Rating Scale
5
Safe-T Suicide Assessment Five-Step Evaluation and Triage
Ongoing Monitoring & Performance Metrics
Measurement-Based Care: Routine administration of standardized assessments and systematic client/family feedback
Key Performance Indicators:
Direct service delivery compliance
Documentation timeliness and accuracy
Client engagement (no-show rates)
Consistent adherence to treatment plans
Program Staff & Training
QualifiedProfessionals:LicensedClinicalSocialWorkers,LicensedClinical
MentalHealthCounselors,andNursePractitioners
Training&Supervision:
Comprehensive orientation for new staff
Ongoing clinical supervision and mentoring
Regular updates on evidence-based practices
Cultural competency and compliance training
Services Access & Referral Process
Access Department
Primary point of contact for new referrals Email Intake@aynkids.org
Access staff will guide families to appropriate services or higher levels of care if needed.
Final Note:
Alexander Youth Network’s Outpatient Services are designed to deliver highquality, accessible mental health care for children and families. By offering evidence-based therapy, medication management, family engagement, and consistent performance monitoring, we strive to help children achieve lasting emotional and behavioral wellness.
AYNConnect
Introducing Alexander's One Stop Shop: AYN Connect Disco d to str
Key F In
Centralized Resource Folder: Access our collaborative document library, where interdepartmental file sharing becomes effortless.
Policies and Procedures: Never wonder where to find critical information again. Access all agency policies and procedures in one centralized, easy-tonavigate location.
Dedicated Team Sites: Each department enjoys a tailored digital space for file storage and teamwork, enhancing productivity and organization.
AYN Stream: Unlock the full potential of AYN Connect with live streams and video tutorials, ensuring you're always up-to-speed with our latest features.
Viva Engage: Your Communication Powerhouse Stay connected with colleagues through this dynamic platform for announcements, discussions, and timely updates.
AYN Connect isn't just a tool; it's your gateway to a more efficient, collaborative, and informed work experience. Embrace the future of workplace connectivity with AYN Connect – where information meets innovation.
PoliciesandProcedures: AgencyWide
Agency Policies
Agency Policies Click Here
Agency Procedures
Agency Procedures Click Here
AYN Connect
At Alexander Youth Network, we provide top-quality care through comprehensive policies ensuring safety and consistency. Visit our Policies & Procedures page on AYN Connect for more information.
Access Our Policies Instantly!
Get to know our agency policies in no time. Simply click the folder to your left and find all the important guidelines at your fingertips.
Employee Handbook
Behavior Healthcare Policies IT Policy
Need to find our Agency Procedures?
Click the folder to your left and access all our Agency Procedures instantly!
CCA and Reassessment Procedure
Emergency and Inpatient Notifications
IHAP Procedure
Handle with Care Physical Intervention
Emergency and Inpatient Notifications
AYN Connect
Program Procedures
Program Procedures is designed to assist our staff in efficiently accessing and implementing essential protocols within your Outpatient Services program. By following these procedures, we collectively contribute to delivering the best possible care and services to the youth under our care.
Here are some of the most frequently used procedures:
Outpatient Services Process Manual
EV PCP Signature Page process
Informs Intake Packet Instructions
OPS Admission and Discharge Checklist
OPS Measurement Based Care Tools Procedure Missed Psychiatric Letter
Outpatient Services Procedures
Discover Outpatient Services Program Procedures Streamlined!
Simply click the folder to your right to access the streamlined Outpatient Services Procedures!
Procedures Streamlined Click Here
AYNConnect: ResourceFolder
Resource Folder
Welcome to AYN Connect's Resource Folder, designed to support all staff with comprehensive departmental information, standardized templates, checklists, forms, best practices, and training materials. This centralized hub ensures you have the tools and resources needed for success. Our goal is to equip you for excellence and enhance our mission.
AYN Connect
AYN Connect - Resource Folder Click Here
Check out some of the top resources you’ll find inside!
Welcome to the Outpatient Services Document Library! Here, you'll find essential tools, guidelines, templates, checklists, workflows, forms, and training materials tailored for the Outpatient Services program. Access and contribute valuable resources to empower your team and support our mission effectively.
OPS Document Library Click Here
Explore the Top Outpatient Services Resources Available Inside!
School Based Therapy
CBT and other Clinical Resources
LIP Matrix - Credentialing Status
CBT Worksheets
Self-care action plan for depression
EnvironmentofCare (EOC)
The EOC is a comprehensive approach to safety and well-being within our organization.
Key Points Include:
Safety Philosophy
Highest safety standards in all operations
Safety is everyone's responsibility
Prevention of injury and illness is a primary goal
EOC Committee
Assists in implementing campus safety plans, policies, and procedures
Develops, implements, and evaluates the safety program
Aims to create and maintain a safetyconscious environment
Principles:
All injuries and accidents are preventable
Safety is the first consideration in all workplace actions
Written safety plans are essential
Off-job safety awareness is encouraged
Employee Expectations
Follow all safety program aspects
Contribute to a safe, organized, and efficient workplace
Know and follow written safety plans
Suggest improvements to the safety program
Enviroment of Care Resources
Explore the top resources!
Safety Checklist
Medication Resources
Safety Plan
Logs Checklist
Discharge Resources
Field Trip Permission Form
MAR EOC Plan
Program Sinage Power Outage Flowchart
EchoVantage
At Alexander Youth Network, we use EchoVantage to streamline our operations and ensure we provide the best care possible. EchoVantage is an advanced electronic health record (EHR) system designed specifically for behavioral health organizations, and it's a key tool in our daily work.
WhatisEchoVantage?
Knowledge Base
EchoVantageisacomprehensiveEHRsystemthatintegratesvariousaspectsof clientmanagement,documentation,billing,andreporting.Ithelpsusmaintain accurateandup-to-dateclientrecords,manageappointments,andensure compliancewithindustrystandardsandregulations.
KeyUses
ClientManagement:Maintaindetailedclientprofilesandtreatmentplans.
Scheduling:Manageandcoordinateappointments.
Documentation:RecordSessions,ProgressNotes,andIncidentReport.
Billing:Automatebillingandclaimssubmission.
Reporting:Generatereportsforperformancetrackingandcompliance.
Visit our playlist on AYN Stream, you'll find a collection of recordings that offer: Guidance and Support: Step-by-step video guides on logging in, troubleshooting, and using new updates.
New Feature Explanations: Detailed breakdowns of the latest EchoVantage features. Assessment and Note Guides: Comprehensive tutorials on conducting assessments and managing notes effectively.
AYN Stream - EchoVantage
NeedSupport? AskAlexAI
Create a Ticket
Access Teams: O Microsoft Teams. 1.
Open AlexAI: Fin con and click 2.
Restart Session: Click restart" or type it. 3. Open Ticket: Click "Open a New Ticket". 4. Select Support Team: Click the right team. 5. Enter Request: Provide lots of details. 6. Submit Ticket & Attach files if needed. 7.
Restart & Quit Commands
Starting a Conversation: Type "restart" to clear previous chats and start fresh
Ending a Conversation: Type "quit" to properly end the conversation.
Switching Topics: Type "quit" to end the current topic, then "restart" to begin a new one This keeps the chatbot on track
EXAI DEMO
Paycom
Paycom is a comprehensive and user-friendly HRIS solution where we complete HR processes (submitting timesheets / time off requests, viewing benefits, etc.)
Learn more: AYN Connect: Paycom
Need Help? Visit Paycom’s Help Center Paycom offers a comprehensive Knowledge Base with 125 articles and guides on features and troubleshooting. Additionally, there are 123 step-by-step instructional videos and FAQs addressing common questions on various topics.
Examples of tutorials in Paycom’s Help Center:
Benefits: Show Me How: to Enroll in Benefits
Paycom Basics: Payroll: Show Me How: to Approve My Check (Mobile)
Payroll: Show Me How: to Set Up My Direct Deposit
Time Management: Show Me How: to Approve My Timecard
Time Management: Show Me How: to Submit a Punch Change Request
Time-Off Requests: Show Me How: to Request Time Off (Video)
Scheduling: Show Me How: to Review My Schedule
Scheduling: Show Me How: to Offer and Pick Up Shifts
Click Here: Show Me How to Download the iOS App
Click Here: Show Me How to Download the Android App
Click Here: Paycom Help Center
Relias Training Platform
RELIAS
Access all training and development courses through Relias, our central platform at Alexander Youth Network. It’s your go-to resource for required compliance training and optional courses to build your skills.
Login Link: alexanderyouthnetwork.training.reliaslearning.com
Username: First Name Last Name (example: Marshand Hager)
Key Features:
1.
Extensive Course Library: Relias offers a wide range of courses, covering mandatory compliance topics as well as optional professional development resources to support your growth.
2.
Accredited Training: Courses on Relias are accredited, meaning they meet industry standards and may count toward licensing or certification requirements.
3.
User-Friendly Access: Relias is designed for ease of use access courses from anywhere, track your progress, and stay up-to-date with reminders.
KeyPoints:
Excited to see the training opportunities waiting for you?
Click Here
MandatoryTraining:Somecoursesarerequiredforcompliance.You’ll getreminders,butit’syourresponsibilitytocompletetheseontimeto maintainourhighstandards.
ProfessionalDevelopment:ExploreoptionalcoursesinReliasto expandyourskillsandenhanceyourrole.
MakeitahabittocheckReliasregularly,andreachouttoLearningand Developmentifyouhavequestions.
NextSteps
Thank you for taking the time to read through our Outpatient Services Program Playbook. We hope this resource has provided you with clear expectations, useful guidelines, and valuable insights to help you thrive in your role. If you have any questions please contact your manager, search the Outpatient Services SharePoint site, or ask AlexAI for assistance.
Recap of Key Points
Program Expectations: Understand the standards and responsibilities for Outpatient Services staff.
Streamlined Procedures: Follow the outlined processes for efficient and effective operations.
Resources and Tools: Access the tools and information you need to succeed.
Your Role in Our Mission
Each member of our team plays a vital role in achieving our mission to provide exceptional care and support to those we serve. Your dedication, professionalism, and compassion make a significant impact.
Stay Connected
For ongoing support and updates, stay connected through:
Microsoft Teams: Join discussions, ask questions, and share insights SharePoint: Access the latest documents, updates, and resources
Stream Videos: Watch quick demos and tutorials for visual guidance
Looking Forward
We are excited to have you as part of our team and look forward to your contributions. Together, we can achieve excellence and make a difference in the lives of those we serve.
Thankyou, AlexanderYouthNetwork
THE PLAYBOOK Empowering Our Team with Clear Goals and Collaborative Success