Work Incentives Planning and Assistance
National Training and Data Center
Entering Data in ETO to Accurately
Reflect WIPA Service Delivery – Part 1
September 2015
Learning Objectives
• Understand the purpose of ETO data entry.
• Know what data to enter and when to enter it in
the I&R program.
• Understand the Ticket to Work (TtW) Help Line
referral process and protocols.
• Know where to go for help with technical and
programmatic questions.
2
WIPA Data Collection:
Efforts to Outcomes (ETO)
WIPA Requirements detailed in 2015 Terms & Conditions:
• CWICs must collect and report beneficiary information (to include
the Social Security Number, name, address, and work activity)
required by Social Security for evaluation and statistical purposes
only.
• CWICs must enter beneficiary data including Personally Identifiable
Information (PII) into the Social Security approved National WIPA
Data Collection System (ETO), and only via the Social Security
furnished laptops.
• Projects are not authorized to maintain beneficiary PII in any other
data collection system.
3
Purposes of ETO Data Entry
• Record of services provided to individual beneficiaries for case
management purposes.
• Record of baseline and ongoing changes in beneficiary’s status
– indicator of service impact
• Vehicle for beneficiary referrals for WIPA Services from the TtW
Help Line
• Record of activities used by WIPA managers for quality
assurance / program improvement efforts
• Reporting to Social Security Office of Research, Demonstration
and Employment Support (ORDES) on WIPA service delivery
and beneficiary outcomes, including WIPA benchmarks
4
Importance of Accurate ETO Data
Entry
• ORDES is committed to evaluating the overall WIPA program
and the performance of each project.
– ORDES requires accurate and complete information from
each project, as captured through the ETO data system, to
assess and monitor individual project performance
– Data collection goal: document the activities and successes
of the WIPA projects and share these results with Social
Security and Congress
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Overview of the ETO Programs
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Basics of Accessing the ETO Data
System
• ETO is an internet based data collection system
• WIPA ETO ‘enterprise’ has a separate ‘site’ for each WIPA, as
well as a site for the TtW Help Line
• Only WIPA & TtW Help Line personnel who have favorable
level 5 suitability determination are permitted to access ETO
• Each person authorized to access the WIPA ETO system will
have a security certificate installed on his/her Social Security
furnished laptop, and will be assigned his/her own unique
user name and password (MAY NOT BE SHARED)
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Basics of Accessing the ETO Data
System
• CWICs, Intake Specialists, I&R Specialists have a ‘staff’ user
role
• WIPA managers, administrators, report writers have a
‘program manager’ user role with all functions of a staff
role, plus ability to:
– View the efforts that have been entered by other staff
– View the items listed on a particular staff's To-Do list
(reminder function)
– Run reports that have been scoped to the level of Program
Manager (generally those that run data across a program
covering all staff in the program)
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A Basic Overview of ETO: Two
Programs
• The data system consists of two separate programs:
– WIPA Initial Contact & Demographics (I&R program)
– WIPA Work Incentives Planning & Assistance (WIPA Services
program)
• All beneficiaries start by being enrolled in the I&R program
• I&R program is also used for receiving and processing referrals
from the TtW Help Line
• Beneficiaries who need individualized, long-term services move
from I&R and into WIPA Services
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Basic Features Available in Both
Programs
Within each program, ETO has features that allow you to complete
certain tasks.
1. Enrollment : Entry of a beneficiary into each program
2. Assessments: Forms in ETO that capture information about the
beneficiary’s status and changes in status over time
3. Efforts: Forms that document the contacts and case notes on the
services you provide a beneficiary
4. Dismissal: The feature in ETO that makes a beneficiary’s case
inactive. Beneficiaries that are dismissed can be reactivated.
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Where to Go for Assistance with
Technical Issues
• Requests for assistance with technical issues should be directed
to:
WIPA Technical Help Desk
[email protected]
855-816-0890
Monday – Friday, 8:00am – 8:00pm EST
– Examples of technical issues include: activating a secure
government furnished laptop and ETO user account, access to
ETO, difficulty logging in, finding a beneficiary in ETO, missing
data, hardware or software issues, technical difficulties with
accessing reports in ETO, how to upload documents.
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Where to Go for Assistance with
Other Issues/Questions
• All requests for assistance related to entering data on
beneficiaries to accurately capture services provided should
be referred to Laura Coffey, VCU’s ETO and TtW Help Line
Technical Assistance Liaison.
– Examples include: determining who to enter into I&R and WIPA
services; determining how to view TtW Help Line referrals into ETO;
when to dismiss someone from I&R; deciding when a follow-up
assessment is necessary; or when to enter efforts into ETO
– For TtW Help Line referral issues, also contact Laura Coffey at
[email protected]
– Please also copy your VCU TA Liaison on all requests
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Working in the I&R Program
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I&R Program
• Who do you enter into the I&R program?
• What data / forms must be entered into the I&R program?
• When do you dismiss beneficiaries from the I&R program?
• Procedures for entering beneficiary information into the I&R
program
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Who do you enter into the I&R
Program?
• Enter all clients who you determine are (1) eligible to
receive services from your WIPA project, and (2)
actually do receive some services from your project
– All services provided by a WIPA project begin with
delivering Information and Referral services
– Since the I&R program in ETO captures the I&R
information, all beneficiaries eligible for your services
should be entered in this program
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WIPA Eligibility Criteria
Eligible beneficiaries are:
– At least age 14, but not yet full retirement age
– Disabled per Social Security’s definition, and
– Already receiving (or approved to receive) Social
Security benefits based on disability (SSI or a title II
disability benefit such as SSDI, CDB or DWB).
– WIPA Eligible or Not: A Quick Reference Guide
http://www.vcuntc.org/resources/viewContent.cfm/746
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Only Enter Beneficiaries Who are
Eligible for WIPA Services in ETO!
• Avoid entering individuals who are not WIPA eligible by
careful upfront screening.
• Use the ‘Search for current WIPA and BOND Beneficiaries’ link
in advance of entering anyone.
• If a beneficiary is entered in ETO, and later determined to be
any of the following:
– Not eligible for WIPA,
– Not in your WIPA service area,
– A duplicate entry, or
– A BOND participant in the treatment group (T1, T21, T22),
Change the beneficiary’s last name to Fake.
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What Must be Entered into I&R:
Enrollments
All beneficiaries who are eligible for and receive services,
must be enrolled in I&R:
– Highlighted fields must be completed to move on: first
name, last name, benefits received at intake, how did the
customer hear about WIPA, employment status at intake,
and program start date
– While other fields are not required to move forward in ETO,
they are required by Social Security
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What Must be Entered into I&R:
Enrollments
• SSN is a required field. However, if a beneficiary requests I&R
assistance, but is not willing to provide their SSN, WIPAs have
two options:
– Provide I&R service, and do not enter the beneficiary in
ETO, or
– Provide I&R service, and enter the beneficiary in ETO,
leaving SSN field blank
• Projects will not be penalized for leaving SSN blank in I&R
program.
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What Must be Entered into I&R:
Assessments
All beneficiaries eligible for your services must have an
I&R Assessment completed.
– Required to fill in every section, including ‘time spent’
– Additional I&R Assessments: For beneficiaries who do
NOT move into the WIPA program, if a new I&R need
arises and WIPA services are still not needed, complete
another I&R assessment as needed
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What Must be Entered into I&R:
Beneficiary Efforts
(I&R Case Notes or Initial Case Notes)
• The Efforts feature in the I&R program is completely optional (not used in
reports)
• If you do choose to use it, you can use it to track any activities you do in
relation to the delivering the I&R service (including attempts to contact the
beneficiary), as well as any additional I&R contacts you have with
beneficiary after that service is complete
(‘Value’ field will indicate if you reached the beneficiary or not.
‘No’ would be selected if you attempted contact but only left a
message.)
• When recording an effort at the same time as the I&R assessment, it is
acceptable to account for the time spent in both places
21
What Must be Entered into I&R:
Dismissal
Using the ‘dismiss’ function moves the record to an inactive
status, but it remains in the database.
– Required:
• Dismiss beneficiaries from I&R before enrolling in
WIPA services program
– Optional: moved out of service area, deceased, I&R
need met, incarcerated
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Reminders: Dismissals
• Dismissed cases are inactive and can be re-activated in the
I&R Program
• To re-enroll or re-activate a previously dismissed record,
use the ‘Enroll Beneficiary’ link on the I&R home page.
• Dismissed records are NOT shown in search results when
using:
– Quick Search (top of page)
– Find Participant (right navigation bar)
• Use ‘View/Edit Beneficiary’ link on I&R home page and
check ‘include dismissed participants’ box for full search.
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Tips for Entering Data in the I&R
Program
• Make sure you are in the I&R program (not the WIPA
Program) before you start entering data.
• Check for duplicates / BOND participation before adding
a beneficiary.
• When searching with the Search for current WIPA and
BOND Beneficiaries link, you MUST enter the SSN
without dashes.
• Double check your entries to ensure accuracy of data
(look for transposed numbers, letters, misspellings, etc.)
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I&R Program Summary
• Enroll: All beneficiaries who meet WIPA eligibility criteria
and for whom you provide at least some services
• Assessment: Complete an I&R Assessment for everyone
enrolled in the I&R program
– Additional I&R Assessments under narrow
circumstances
• Efforts: Totally optional; can be used for recording your
I&R activity if you choose
• Dismissal: Dismiss any beneficiary from I&R who will
receive WIPA services and enroll into WIPA
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Ticket to Work Help Line
Referrals to WIPAs
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Help Line Specialists as “Employment
Cheerleaders”
• The mission of WIPA is to provide clear and accurate
information to beneficiaries and to promote employment and
enhance an individual’s financial independence.
• The Help Line provides an intermediary service to screen and
refine referrals to the WIPA projects.
• The Help Line and the WIPAs are both on the same team, and
have the very same mission!
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Help Line Specialists as “Employment
Cheerleaders”
• Help Line Specialists can encourage callers to pursue
employment by being the “employment cheerleader.”
• Provide general information to encourage the beneficiary to
see the benefits of working.
• The purpose is to identify the individuals who NEED
individualized WIPA services and to facilitate and encourage
the connection (referral).
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Help Line Referrals = Priority
• Social Security has indicated that referrals received via
ETO from the Help Line are to be considered priority
status for WIPA services.
• Initial eligibility screening has been completed by Help
Line Specialists.
• Initial demographics and I&R Assessments have been
completed.
• Beneficiaries expect follow-up contact from WIPA
project within 3-5 business days of referral.
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Initial Eligibility Screening
• Help Line Specialists verify beneficiary eligibility for WIPA
services based on information in iTOPPS system prior to
proceeding with their established call flow.
• Screening process answers the following questions:
– Is the caller eligible for WIPA services?
– How close are they to working?
– What information is needed?
– Is the caller an appropriate WIPA referral?
• Determine where the person is on the Employment Continuum
by asking probing questions.
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Help Line Call Flow
• Greeting and WIPA Eligibility Verification
• Summary of Reason for the Call
• Probing Questions
• The “Message”
• WIPA Introduction
• Work Incentives Information
• WIPA Re-Introduction/Permission to Refer
• Privacy Statement/ETO Referral
• Call Closure
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Help Line ETO Referral Notes
• County of Residence:
• Ticket Assignment Status:
• Employment Status: currently working, has a job offer,
interviewing, actively seeking (completing applications),
potential PASS development, etc.
• Best Time/Number to Call:
• Other Beneficiary Concerns:
• Privacy Statement Read: yes / no
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TtW Help Line and Transition Age
Youth
• Social Security has defined transition-aged youth as those
between ages 14 and 25.
• Youth over age 18 who have had their adult determination of
disability can be verified in iTOPPS.
• For those who have not yet been determined disabled as an
adult, a separate call flow is used.
–
–
–
–
–
–
Greeting and Verification
The “Message”
WIPA Introduction
Permission to Refer to WIPA
Privacy Statement
ETO Referral
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Additional Considerations – Youth
Referrals
• Limited probing questions asked determine:
– Age
– Type of benefit received
– Interest in working
• I&R Assessment will NOT be completed for transition youth
referrals
• Referral notes include:
– Ticket Assignment Status: N/A – TRANSITION AGED YOUTH
(CWIC - Please contact the youth or their representative to
verify Social Security Disability benefit receipt and eligibility
for WIPA services BEFORE accepting or rejecting)
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View Pending Referrals
• Check for referrals from the TtW Help Line in ETO at least
once daily.
• A system-generated auto-email alert will be sent to the
WIPA project’s established ETO point of contact notifying of
a pending referral.
– Auto email will only go to one POC per project
– All CWICs can check for referrals in ETO
• Referrals can be accessed by selecting ‘View Pending
Referrals’ on the I&R home page.
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Accept / Reject Decision
• Review beneficiary data in ETO to determine appropriateness of
referral using:
– Participant Details (basic demographics)
– Referral Details (includes referral notes)
• Prior to accepting or rejecting a referral, check for already enrolled
using the Search for current WIPA and BOND Beneficiaries link.
• Accept or reject the referral as appropriate; decision must be
made within 2 business days of receipt of referral.
• Do NOT initiate contact with the beneficiary prior to accepting or
rejecting the referral.
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Establishing Contact with Referred
Beneficiaries
• CWICs must initiate contact with the beneficiary within five
business days of the date of referral.
• Over a period of five to ten business days, attempt - a minimum
of three times – to contact the beneficiary.
• Use various means of contact (telephone, e-mail, postal mail).
• If, after multiple unsuccessful attempts in the 5-10 business day
period, contact is not made; remove the beneficiary by
changing the last name to Fake.
• Send the required protocol email to
[email protected] as outlined in the ‘TtW Help LineWIPA Referral Protocol ‘ documents
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TtW Help Line – WIPA Referral
Protocols
• Protocols outlining referral processes and for handling questions or
issues related to Help Line referrals contained in four resource
documents:
– “TtW Help Line – WIPA Referral Protocols”
– “TtW Help Line – WIPA Quick Reference Guide”
– “TtW Help Line – WIPA Transition Youth Referral Protocols”
– “TtW Help Line – WIPA Transition Youth Quick Reference Guide”
• Critical to review all these documents carefully
• Documents are posted on ETO page of www.vcu-ntc.org
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Help Line Referral Tips and Reminders
• Do NOT reply to or forward the system-generated auto
email! This email contains PII and should not be replied to
or forwarded unless the PII is removed.
• Carefully check participant details AND referral details
prior to making the ‘accept’ or ‘reject’ decision.
• Search for previously referred beneficiaries when recontact protocol email is received from Help Line, by using
the ‘View/Edit’ link on the ETO homepage and check the
‘include dismissed beneficiaries’ box.
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Uploading Documents
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Uploading Beneficiary Documents in
ETO
• The upload feature is available in both the I&R and
WIPA programs.
• There is no limit on the number of documents, size of
documents, or frequency of uploads.
• Since ETO is a Social Security approved and secure
environment, WIPAs may upload files with PII. There
is no need to remove or limit PII before uploading.
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Benefits of Uploading Documents
• Security – all information is in a secure environment
• Provides back-up; mitigates potential loss of data
• Access to important beneficiary documents across
project staff when back-up coverage is needed
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Uploading Beneficiary Documents in
ETO
WIPAs are strongly encouraged to save and upload the
following types of documents:
• Correspondence created / sent to beneficiary or other
agencies
• BS&A reports and WIPs
• Release of Information forms
• Signed WIPA program policies, procedures, and rights
form(s)
• BPQY and other benefits verification forms
43
More Types of Documents to Upload
• Social Security work incentives development
forms/documents
• Work incentives documents for other programs
• Copies of Individual Plan for Employment or other
employment related plan documents
• Pay records (documentation on pay received, copies
of receipts for wage reporting)
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Procedures for Uploading
Beneficiary Documents
• CWICs are encouraged to upload draft and final versions of the
BS&A report, WIP, and other communications.
• Be aware that simply uploading the BS&A and/or WIP does NOT
record it towards meeting the benchmark – you must complete
an effort to document completion of a BS&A and/or WIP.
• Be consistent across staff in labeling types of documents. Note
‘draft’ in the file name when applicable.
• Refer to handout Uploading Documents for detailed
instructions.
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Final Thoughts
• Timely, accurate and complete data entry is
CRITICAL!!!!
• Contact your ETO TA Liaison for questions
about what to enter:
Laura Coffey
[email protected]
502-479-5865
• Questions?
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