Updated: 7/23
401 Case Management System
401.01 Purpose
To establish the focus and scope of services provided by case managers/center counselors at WTC.
401.02 Applicability
All staff assigned case management responsibilities.
401.03 Policy Statement
At the time of referral of an individual for services at WTC, the individual will be assigned a WTC staff person as an authorization case manager/center counselor who will be the primary point of contact with the referral source. All authorization and service case managers/center counselors will:
Expedite the referral/admission/orientation process.
Provide support to the individual and promote the individual’s full participation in the program of services.
Coordinate the multi-disciplinary team providing services.
Assure adequate documentation, including one monthly Service Note documenting relevant information entered by appropriate staff.
Provide and coordinate problem resolution and crisis intervention as needed.
Facilitate the discharge process.
401.04 Procedures
Authorization and service case managers/center counselors are responsible for the following activities with each individual assigned:
Facilitate entry to WTC services.
Review record from Admissions.
Identify service/program provider(s), discuss relevant issues with appropriate members of the rehabilitation team and establish tentative service/program date.
Contact the consumer to discuss relevant issues and establish service/program date.
Contact referral source if it appears that additional information or documentation is required.
Facilitate admission and orientation to WTC – The WTC staff will assure that admission/orientation activities are completed for each individual as delineated in WTC Policy, Center Orientation (Section 302;
RSM 2, Section 1207).
Authorization case manager/center counselor must conduct Pre-Admission Conference for departments that require this documentation.
The pre-admission conference will include the case manager/center counselor, individual and individual’s representative, as appropriate, the referral source and other staff, as needed.
The pre-admission conference may be held at WTC, at a field office or other location in the community, and may be held via teleconference or telephone, or by other means, as needed and appropriate.
Issues to be discussed include: proposed services, residential and transportation needs, need for uniforms and/or tools and equipment, need for additional services, WTC rules and regulations and attendance expectations, need for adjusted schedule, etc. The Trial Work Plan or IPE will be reviewed and amended if necessary to be consistent with the scope of services to be provided at WTC.
The case manager/center counselor will document the pre-admission conference in accordance with departmental procedures.
The pre-admission conference will be held in advance of the start of the services to ensure appropriate planning.
Provide counseling and support throughout admission – The case manager/center counselor will provide vocationally directed counseling and guidance to the individual emphasizing identification of realistic options to promote informed choice. The case manager/center counselor will assist with problem resolution and crisis management, as needed, in accordance with WTC policies regarding attendance, leave, disciplinary matters, etc. The case manager/center counselor will coordinate with team members, including the referral source, to address relevant issues.
Facilitate discharge – The case manager/center counselor will address discharge issues from the time of referral throughout the individual’s admission and will assist with discharge in accordance with
Section 306.
Provide documentation – The case manager/center counselor will communicate with the rehabilitation team, referral source, the individual and the individual’s representative, as appropriate, throughout the individual’s admission. The individual’s progress will be documented as required by policy and departmental requirements.
401.05 Responsibility
Staff assigned case management duties are responsible for provision of case management services as described.
The department supervisor is responsible for administration of this policy.
The WTC Assistant Directors are responsible for monitoring this policy.
402 Consumer Leave
402.01 Purpose
To establish procedures for placing consumers on leave when they are absent from active participation in their designated service/program.
402.02 Applicability
All consumers of WTC.
402.03 Definitions
Leave Statuses:
Disciplinary – Consumer violated WTC Rules and Regulations.
Medical – Medically documented physical or psychiatric problems interfering with services.
Pending Team Meeting – Consumer is waiting for rehabilitation team conference.
Personal – Consumer requests leave to address personal concerns.
Service Closed – Service closed for reason other than staff absence.
Service Pending – Consumer is awaiting further services to be initiated.
Staff Absence – Service is closed due to staff absence.
Unauthorized – Consumer has not contacted case manager/center counselor after three consecutive days of absence from the service.
402.04 Policy Statement
The attendance and punctuality of all consumers will be monitored while they are admitted at WTC. All consumers must be in appropriate leave status when not in attendance for three service/program days or longer.
402.05 Procedures
Unauthorized Leave
Responsible WTC service providers will inform the authorization case manager/center counselor of a consumer’s daily unauthorized absence.
After the third consecutive day of unauthorized absence, the authorization case manager/center counselor will ascertain the reason for the absence. If the absence extends to a fourth day, the consumer will be placed on leave.
The authorization case manager/center counselor should contact the referral source to inform him/her of the consumer’s unauthorized leave to develop a plan for addressing the issue.
Documentation regarding the unauthorized absence and follow-up with the referral source will be entered into the consumer record.
Adhering to
COMAR 13A.11.08.10 (B.), the WTC Assistant Director may discharge a client on unauthorized leave from WTC with the participation of the client and/or client’s representative to the degree possible, and the participation of the referral source when the client is absent for more than three full program days without providing an acceptable reason to the case manager/center counselor.
A client or a client's representative may subsequently request reconsideration of the decision to discharge by the Director within three days of being notified of the decision. The Director shall confirm or overturn the decision within 24 hours of the request.
If the discharge decision is confirmed pursuant to the above, at the time of discharge from WTC, the client, the client's representative and the referral source shall be given written notification of the:
Reason for discharge
Availability of the Client Assistance Program
Appeal process in accordance with
COMAR 13A.11.07.03.
Authorized Leave
The consumer must inform the WTC service/program provider and/or authorization case manager/center counselor of the need to take one or more days of leave during their service/program and the reason for the leave.
The authorization case manager/center counselor will place the consumer on leave choosing the most appropriate leave status when the absence will last more than five consecutive program days.
If the consumer is on leave for illness or medical issue, then the consumer should provide documentation upon return to the service/program.
The leave designation “Disciplinary” can only be initiated by an Assistant WTC Director and may not exceed 30 consecutive program days for a first occurrence.
Staff Absence
Charges will not be entered when the staff person providing the service/program is on leave.
402.06 Responsibility
WTC staff are responsible for implementing this policy.
Department supervisors are responsible for administration of this policy.
WTC Assistant Directors and WTC Program Director are responsible for monitoring this policy.
403 Attendance/Lateness Policy for Individuals Participating in WTC Services
403.01 Purpose
To establish uniform standards for attendance and service/program hours.
403.02 Applicability
All individuals enrolled for services at WTC.
403.03 Definitions
Absence – A consumer is considered absent if the consumer does not attend a scheduled service/program on a given day. The consumer will also be considered absent if the consumer leaves before the end of the service/program, unless the consumer is excused by the appropriate staff member.
Lateness – A consumer will be considered late if the consumer arrives after the scheduled beginning time of a service/program, or if the consumer returns late from lunch or a break unless excused by an appropriate staff member.
Modified Schedule – Adjustment of required hours of attendance may be provided as a reasonable accommodation if required due to the individual’s disability consistent with the goals of the service/program.
403.04 Policy Statement
It is the policy of WTC that there shall be attendance standards for operating services/programs and as a means of evaluating consumer performance. WTC will meet attendance standards included in
COMAR 13A.11.08.12 Client Orientation.
Attendance Expectations:
A consumer is to be in the WTC service/program on time each day that it is scheduled and should remain there until dismissed.
If the consumer is absent or late, the WTC service/program provider will discuss with the consumer any problems affecting attendance.
After a consumer is absent or late for three consecutive days during the scheduled service/program, a team conference will be scheduled by the case manager/center counselor with the consumer, the field counselor and WTC staff working with the consumer to look for ways to help improve attendance. If a modified schedule is needed because of disability, this may be considered. If a consumer cannot attend regularly, she/he will be discharged until she/he is able to attend and fully participate in the service/program. Training students will be documented as having needs improvement or unsatisfactory attendance on their Monthly Progress Reports if absent and/or late on three or more dates.
403.05 Procedures
The consumer must inform the WTC service/program provider of any other appointments which are scheduled during service/program hours. The WTC service/program provider will encourage that these appointments be scheduled so that they do not interfere with the service/program. The consumer must provide documentation of appointment upon return to the service/program.
The consumer must call the WTC service/program provider if she/he will be late or absent.
The WTC service/program provider will discuss each absence or lateness with the consumer and document according to departmental procedures.
If the consumer is absent for medical reasons, she/he must provide medical clearance from the doctor before returning to the service/program.
403.06 Responsibility
The Admission Office staff will provide the **WTC Admission Packet** to the consumer which includes the Attendance Expectations. Each consumer will sign a statement indicating receipt of the **WTC Admission Packet**.
The authorization/service case manager/center counselor will reinforce attendance and punctuality expectations.
Service/program providers will emphasize the need for regular attendance and punctuality, maintain a record of attendance, document attendance issues in Service Notes and/or reports, and provide input at conferences concerning attendance records.
Supervisor of appropriate consumer service areas will participate in conferences, as set forth in this policy.
The Assistant Directors will be responsible for the administration of this policy.
404 Management of Challenging Consumer Behaviors
404.01 Purpose
To provide guidelines for WTC staff in the management of consumers with challenging behaviors.
404.02 Applicability
All WTC Staff.
404.03 Definitions
404.04 Policy Statement
It is the policy of WTC to use the least restrictive procedures or interventions to reduce or eliminate challenging behavior.
404.05 Procedures
In order for staff to provide the most effective support for the consumer, the following procedures will take place when addressing challenging behaviors. Refer to
RSM 6, Section 305, Disciplinary Action for Consumers.
When WTC staff observe challenging behavior, they have the responsibility to intervene as appropriate and/or report the behavior to the consumer's case manager/center counselor.
The case manager/center counselor will proceed with the following progressive intervention steps and ensure that all actions are communicated to the consumer's field counselor.
Counseling by the case manager/center counselor includes providing strategies for the consumer to address and minimize the challenging behavior.
In the event that the behavior continues, appropriate disciplinary action may be taken to eliminate or minimize the challenging behavior (e.g., floor restriction, room restriction, etc.)
In the event that the behavior continues or new challenging behaviors occur, a team meeting will be held to discuss the development and implementation of a behavior or action plan outlining strategies to be used by the consumer. Also additional supports or services needed to address the challenging behavior should be identified. Referral to the Behavior Health Specialist to develop and implement support/services (e.g., counseling sessions, etc.) may be appropriate.
If a consumer becomes unmanageable or requires mental health care beyond WTC's capacity or if the intensity of the behavior requires emergency assistance, he/she should be placed on leave by the case manager/center counselor in order to receive support in the community. If the behavior poses a danger to the consumer or others, WTC staff reserve the right to call 911 for assistance and/or the Behavioral Health Specialist reserves the right to petition for immediate release to an outside psychiatric facility. WTC staff will not use seclusion or restraint when a consumer becomes unmanageable. The case manager/center counselor has the responsibility to communicate either of these actions to the consumer's field counselor. Refer to
Section 305, Disciplinary Action for Consumers, as appropriate.
The case manager/center counselor will hold a meeting with appropriate staff, including the consumer's field counselor, to discuss steps needed to enable the consumer to return and continue participation in WTC services.
If the consumer returns to WTC, a team meeting, including the field counselor, will be held with the consumer to discuss the Action Plan for continued participation in WTC services.
The case manager/center counselor must maintain contact with the field counselor to monitor progress of the plan.
9. If the consumer chooses not to return to WTC, then the consumer will be discharged with an Outcome of "Declined Further Service."
If it is determined that the consumer will not return for WTC services for disciplinary reasons, then the consumer will be discharged with an Outcome of "Disciplinary." Refer to
Section 305, Disciplinary Action for Consumers and
Section 306, Discharge of Consumers from WTC, as appropriate.
All required documentation shall be completed in accordance with AWARE™ business practice standards.
404.06 Responsibility
All WTC staff shall be responsible for reporting consumer's challenging behaviors to the consumer's case manager/center counselor.
The consumer's case manager/center counselor shall be responsible for counseling the individual and coordinating the appropriate supports and interventions as needed.
Behavioral Health Services staff shall be responsible for implementing services/supports as requested or needed.
DORS Security staff are responsible for providing assistance as requested or needed when an individual becomes physically aggressive, combative or dangerous to self or others.
The WTC Program Director is responsible for the implementation of this policy.
405 Service Animal
405.01 Purpose
To provide guidance for WTC consumers and staff regarding a service animal in the facility.
405.02 Applicability
All WTC Consumers and Staff.
405.03 Definitions
Emotional Support Animal – Dogs or other animals whose sole function is to provide comfort or emotional support to an individual. An emotional support animal does not qualify as a service animal under the Americans with Disabilities Act (ADA).
Service Animal – A service animal is a dog that is individually trained to do work or perform tasks for a person with a disability. The work or task a dog has been trained to provide must be directly related to the person’s disability. Only dogs are recognized as service animals under Titles II and III of the ADA. Service animals are working animals, not pets.
Title II and Title III – Title II and Title III entities must permit service animals to accompany people with disabilities in all areas where members of the public are allowed to go. Title II prohibits discrimination on the basis of disability in all services, programs, and activities provided to the public by State and local governments. Title III prohibits discrimination on the basis of disability in the activities of places of public accommodations (businesses that are generally open to the public).
405.04 Policy Statement
It is the policy of WTC to follow the laws and guidance provided by the ADA for service animals. Only dogs serving as service animals are allowed in WTC. Emotional support animals are not allowed in WTC.
405.05 Procedures
General Information
Staff cannot require to see an identification card or training documentation for a service animal.
Staff cannot ask that the dog demonstrate its ability to perform the work or task.
Staff are not required to provide care or food for a service animal.
Allergies and fear of animals are not valid reasons for denying access or refusing service to people using service animals.
A person with a disability cannot be asked to remove his or her service animal from the premises unless:
The dog is out of control and the handler does not take effective action to control it, or
The dog is not housebroken.
When there is a legitimate reason to ask that a service animal be removed, staff must offer the person with the disability the opportunity to obtain goods or services without the animal’s presence.
Examples of work or tasks that a service dog may provide include:
- Guiding people who are blind
- Alerting people who are deaf
- Pulling a wheelchair
- Alerting and protecting a person who is having a seizure
- Reminding a person with mental illness to take prescribed medications
- Calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack
- Performing other duties
The preceding are examples and is not an exhaustive list of tasks that service animals can perform.
ADA additional information regarding service animals can be found at this link:
ADA Requirements: Service Animals.
When contacted by a consumer to bring an animal to the WTC, the case manager/center counselor may only ask:
Is the dog a service animal required because of a disability (e.g., guide dog for the blind)?
What work or task the dog has been trained to perform? Note that the training can be provided by the consumer and does not need to be a certified training program. If the dog has not been trained to complete work or a task, then the dog cannot be allowed in WTC.
When scheduling a consumer with a service animal for WTC services, the case manager/center counselor needs to:
Remind the consumer that their service animal must be under their control since they are the service animal’s "handler" at all times.
Note that under the ADA service animals must be harnessed, leashed, or tethered, unless the individual’s disability prevents using these devices or these devices interfere with the service animal's safe, effective performance of tasks. In that case, the individual must maintain control of the animal through voice, signal, or other effective controls.
Ensure that the consumer understands and takes full responsibility for feeding, walking, and cleaning up after the animal.
Explain to the consumer that the service animal must be always with them, including attending all classes, internships, and evening activities. Any exceptions will be considered on a case-by-case basis.
Ensure that the consumer brings all necessary equipment (e.g., leash, crate, floor pillow, etc.) and food for the service animal.
Ensure the consumer understands that the service animal should be current for all vaccinations and flea & tick prevention.
Discuss with the consumer how the consumer will manage the service animal around people and taking the service animal to WTC classes.
Ensure that the service animal can accompany the consumer to an internship or work site. Discuss any issues or concerns with the consumer and field counselor.
Contact WTC Residential Services to determine if a single room can be assigned to the consumer to minimize the effect a dog may have on the consumer’s roommate.
Use the DL_WTC_SRD email distribution list to inform the SRD staff of the service animal’s presence at WTC.
The center counselor/case manager needs to send an email to the consumer’s WTC service providers, field counselor, and the DL_WTC_SRD email distribution list sharing information obtained from the consumer about the service animal and documenting information reviewed (as outlined in this policy). This email should be copied to an AWARE™ Service Note by the center counselor/case manager.
Before or upon admission for residential consumers, the center counselor/case manager will meet with the residential consumer and review the Service Animal Guidelines for WTC Residential Consumers form available in AWARE™ and obtain signatures. The signed form will be scanned and attached to AWARE™.
405.06 Responsibility
WTC staff assigned case management duties are responsible for implementing this policy.
Department supervisors are responsible for administration of this policy.
WTC Assistant Directors are responsible for monitoring this policy.
