THE PLAYBOOK
Tailored Care Management
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 Information Officer
Director of Access and Care Management
Tailored Care Manager
ProgramExpectations
Program Overview
Alexander Youth Network's Tailored Care Management Program delivers comprehensive care coordination services that integrate physical health, behavioral health, and pharmacy services while addressing social determinants of health. Using a culturally sensitive, child/family-centered approach, we help families navigate complex healthcare systems and ensure appropriate support across all environments.
Population: Youth ages 3-21 requiring care coordination services
Service Areas: Three primary regions in North Carolina
Mecklenburg Region: Cabarrus, Stanly, Union
Gaston Region: Burke, Catawba, Cleveland, Iredell, Lincoln
Forsyth Region: Davidson, Davie, Rockingham, Rowan, Surry, Stokes, Yadkin
Guilford: Alamance, Caswell, Randolph
Model: Whole-person care coordination approach
Goals: Personalized care planning reflecting unique behavioral health needs
Accreditation: Joint Commission accredited
Click Here: TCM Program Expectations
Click Here: Tailored Care Management Provider Manual
Care Coordination Interventions
Our comprehensive care coordination approach includes:
Corse Services:
Comprehensive needs assessments
Personalized care plan development and monitoring
Healthcare coordination across providers
Medication monitoring and reconciliation
Crisis prevention and intervention
Care transition support
Resource connection and referrals
School and education coordination
Family support services
Person Centered Plan:
Individualized plan development by Child and Family Team
Monthly progress monitoring
Crisis plan integration
Goal-oriented strategies for success across settings
Structure of Services
1
2
3
4
Care Coordination
Comprehensive integration of healthcare and support services
Resource Navigation
Assistance accessing community resources and addressing barriers
Crisis Support
24/7 crisis response coordination and prevention planning
Transition Planning
Support for healthcare setting transitions
Family Support
Education and management assistance for healthcare needs 5
Service delivery is based on assigned acuity levels:
HighAcuity:
Minimumof2 contactspermonth
Quarterlyface-to-face meetings
Bi-monthly coordination
MediumAcuity:
Minimumof2 contactspermonth
Quarterlyface-to-face meetings
Bi-monthly coordination
LowAcuity:
Minimumof2 contactspermonth
Quarterlyface-tofacemeetings
Bi-monthly coordination
ProgramExpectations
Staff Development Includes:
Initial orientation and program training
Crisis intervention certification
Cultural competency training
Person-centered planning instruction
Regular supervision supporting quality improvement
Documentation
Initial assessments and reassessments
Care plan development and updates
Progress notes for all contacts
Crisis plan updates
Service coordination activities
Transition planning documentation
Program Objectives
Improved coordination of healthcare services
Enhanced access to needed services
Increased family engagement
Reduced crisis service utilization
Improved health outcomes
Enhanced community integration
Increased natural support development
Reduced out-of-home placements
ProgramExpectations
Clinical Outcome
Success is measured through
Health outcome metrics
Service utilization patterns
Client and family satisfaction surveys
Crisis service reduction rates
Goal achievement measurements
Community tenure assessments
Referral Process
Referral Sources: Managed Care Organizations
Screening Process:
Comprehensive review for program fit
Service Requirements:
Assessment of needs against program capabilities
Final Note:
Our Tailored Care Management Program represents a commitment to comprehensive, coordinated care that supports youth and families in achieving their healthcare goals. Through dedicated care coordination and family support, we work to ensure every child receives the integrated services they need to thrive in their home, school, and community environments.
AYNConnect
Introducing Alexander's One Stop Shop: AYN Connect Disco d to str
Key F In ith e u
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
Program Procedures
Program Procedures is designed to assist our staff in efficiently accessing and implementing essential protocols within your TCM 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:
AYN Connect
Tailored Care Management Procedures
Care Management Coordination with AYN Programs
Care Plan
Emergency and Inpatient Notifications
Health Information Exchange and Data Sharing
Member Engagement
Referral for Social Determinants of Care Services
Team Formation and Communication
Discover TCM Program Procedures Streamlined!
Simply click the folder to your right to access the streamlined FBC 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 TCM Document Library! Here, you'll find essential tools, guidelines, templates, checklists, workflows, forms, and training materials tailored for the TCM program. Access and contribute valuable resources to empower your team and support our mission effectively.
TCM Document Library Click Here
Explore the Top Tailored Care Management (TCM) Resources Available Inside!
Alliance 1915i
Food Referral Info
IIH and OPT providers
Medicaid Transportation
Rental, Mortgage & Utility Assistance
Work Flow 1915(i)
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
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
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
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
Center
NextSteps
Thank you for taking the time to read through our Tailored Care Management 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 Tailored Care Management SharePoint site, or ask AlexAI for assistance.
Recap of Key Points
Program Expectations: Understand the standards and responsibilities for Tailored Care Management 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