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Client Coordination

All client concerns should be directed to the Client Coordination Admin. Case assignments to the technician will be managed by the client coordination admin as well.

 

LOGINS & ACCESS

  • Login to the department email. Manage all client-related concerns. Be sure to BCC the designated Trello Card when sending emails.

 

NEW CASE ALERT

  1. Gather all information relative to the schedule and client preference of the newly hired technician. 

  2. Review the 🔴NBC- NY Caseload Organizer / Open Cases and identify which open case will be a fit 

  3. Send a NEW CASE ALERT email to the new technician, BCC the technician’s Trello Card in the Recruiting Board

 

CASE WORK AGREEMENT (CWA)

  1. Once the technician accepts the case, create a Case Work Agreement. 

  2. Send this to the technician via email and have them sign it to confirm approval.

 

TEAM INTRODUCTION

  1. Once the CWA has been signed, grant access to the Google Space group chat, and then introduce the new tech to the team assigned to a case.

  2. Grant access to the client’s File Cabinet on Rethink (this is necessary for the technician to be able to review the client’s file and access the client’s contact information to reach out to the family)

  3. Grant access to the Trello Board

  4. Send out a Team Intro Email to the Client copying the BCBA, other techs assigned, if any, and notes@nesscares.com 

 

SESSION SCHEDULING

  1. Advise the technician to check in with the assigned BCBA to give notes and set expectations before handling the case.

  2. Monitor and follow up with the technician when the Intro Session will be scheduled.

  3. Plot the schedule on the Rethink Calendar.

 

CHECK-IN FOR FEEDBACK

  1. Call the family after the Intro Session and ask for any feedback.

faqs:

The school [we are already in contract] wanted to interview the technician/BCBA that will be assigned to this case.

  1. Verify all details with the school regarding the case (age, location, in-school, at-home, or virtual setting, session hours, if there is any make-up time, behavior specifics, and inquire about an IEP if necessary).

  2. Consult with the Careers/Recruiting or Open Cases team to identify potential staff for this case.

  3. Upon staff identification, send a New Case Alert email. If there's no response within a day, contact the staff via phone and if routed to the voicemail, begin looking for a replacement.

  4. Email the school district or funder with an update on staffing progress, providing detailed information.

  5. Once the tech/BCBA agrees, inform the school/funder. If the school requests an interview, coordinate availability to match with the technician/RBT's schedule.

  6. If the school requires the staff's resume, seek the approval of the Lead Client Coordinator before sending it out.

  7. After approval, forward the resume to the school district, informing them that we await the interview link and adding relevant email addresses: info@nessbehaviorconsulting (CEO) and support@nesscares.com (COO).

  8. Upon receiving the interview link, ensure staff preparation the day before the scheduled interview to clarify job descriptions and roles.

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The funder [we are NOT in contract] wanted to interview the technician/BCBA that will be assigned to this case.

  1. Verify all details with the school regarding the case (age, location, in-school, at-home, or virtual setting, session hours, if there is any make-up time, behavior specifics, and inquire about an IEP if necessary).

  2. Consult with the Careers/Recruiting or Open Cases team to identify potential staff for this case.

  3. Upon staff identification, send a New Case Alert email. If there's no response within a day, contact the staff via phone and if routed to the voicemail, begin looking for a replacement.

  4. Email the school district or funder with an update on staffing progress, providing detailed information.

  5. Once the tech/BCBA agrees, inform the school/funder. If the school requests an interview, coordinate availability to match with the technician/RBT's schedule.

  6. If the school requires the staff's resume, seek the approval of the Lead Client Coordinator before sending it out.

  7. After approval, forward the resume to the school district, informing them that we await the interview link and adding relevant email addresses: info@nessbehaviorconsulting (CEO) and support@nesscares.com (COO).

  8. Upon receiving the interview link, ensure staff preparation the day before the scheduled interview to clarify job descriptions and roles.

  9. Once the interview is completed, send a follow-up email for the status. If the funder approves the candidate, ask for a contract.

 

 The staff is asking for purchasing materials for their clients & getting reimbursements.

  1. Request the staff to provide a list of materials they intend to purchase.

  2. Verify these items with the BCBA to ensure they align with the client's program and goals.

  3. Upon BCBA confirmation, proceed with purchasing the materials from Amazon.

  4. Notify the staff via email that the materials are being purchased and must be picked up at the office every Tuesday and Thursday.

  5. Upon staff arrival at the office, the office administrator should facilitate signing the Material Policy.

  6. The signed Material Policy should be scanned and attached to the Rethink file cabinet by the Office Admin.

PS: Mrs. Sykes is in the process of acquiring some materials and ensuring they are available in the office. When staff request materials, they can be provided with what is currently in stock, with the condition that they must collect the materials themselves.​

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