TRANSCRIPTION: A LIFELINE FOR CASEWORKERS
DROWNING IN PAPERWORK
Today’s Protective Services Agencies struggle to meet new mandates, produce more detailed
documentation, reduce caseloads and backlog and retain and recruit workers. Heavy
caseloads, coupled with requirements for more detailed documentation, make it difficult for
caseworkers to stay current on their documentation. Caseworkers and investigators spend
significant time in the field, with few effective methods to document their case notes in a
timely manner. Often caseworkers must delay typing their notes until they schedule a break
in other case activities. Such delays leave case files incomplete, increasing risk to client safety.
Agencies across the country are striving to find cost effective solutions to ease the burden
of documentation. Initiatives such as new technologies and hiring additional staff require
significant upfront investments of time and money that are not always readily available.
Off-site transcription provides a quick and effective solution to relieving caseworkers of
hours of daily documentation. Using a transcription service to type case notes, narratives,
interview notes and other case-related information frees up substantial amounts of time,
reduces backlog and increases staff morale.
WHAT IS OUTSOURCED TRANSCRIPTION TODAY?
Outsourced Transcription is an external service that enables a worker to dictate
case notes using a Smartphone App, mobile phone, telephone, digital recording
device or computer and send them to a transcription provider to be typed. A
human typist transcribes the notes while listening to the dictation. The provider
then delivers the completed, typed document back to the worker, saving the
worker the time required to type the documentation. The worker can edit the
notes as desired, copy and paste them into the agency’s case management
system, send them to a supervisor, use them to prepare for court or retain them
for other purposes. Transcription is not voice recognition, which uses computer
software to convert a worker’s speech into typed text.
HOW IT WORKS
SUBMIT
RECORD
·
·
·
·
·
Notes
Interviews
Interrogations
Investigations
Email Content
·
·
·
·
·
Upload
Email
Dictate
Fax
U.S. Mail
RECEIVE
· Download
· Receive via email
· FTP
BENEFITS OF USING A TRANSCRIPTION SERVICE TO
TYPE CASE DOCUMENTATION
PRODUCES SUBSTANTIAL TIME SAVINGS
Using a transcription service shifts more of a caseworker’s time to the agency‘s
most critical function – directly serving children and families. Offloading typing
tasks to an outside service enables your agency to get more work done without
having to hire additional staff. The amount of time saved by using a transcription
service varies with each caseworker. Surveys have shown that caseworkers save
from one to three hours per day by dictating their notes instead of typing them.1
GENERATES IMMEDIATE RESULTS
Agencies are seeking ways to alleviate overwhelming workloads and increase efficiencies.
Technology initiatives can require significant funds, lengthy implementations and major training
efforts, as can recruiting and hiring additional caseworkers and investigators. A key benefit of
transcription is that an agency achieves time savings immediately without significant upfront
investment of time or financial resources.
REQUIRES MINIMAL TRAINING
High turnover rates among caseworkers and investigators require agencies to spend significant
time training new staff. Using a transcription service is a straightforward process, so workers
can start using it quickly with 1-2 hours of training. Many workers use transcription successfully
without any training.
REQUIRES LITTLE OR NO TECHNOLOGY INTEGRATION
Agencies can begin using transcription without the effort required to purchase, develop, integrate
or test new hardware or software. Every caseworker already has the tools they need to perform
the basic functions of transcription - a telephone for dictating and access to email for receiving
the completed documents. Additional methods of sending dictations for transcription, such as
uploading digital files, may require a simple piece of desktop software.
ENABLES MORE TIMELY UPDATES TO THE CASE RECORD
Caseworkers can dictate their notes immediately after a visit, while the details are fresh in their
minds. A typist completes the document and the service delivers it back to the caseworker’s
email. Turnaround times vary with providers. The faster the turnaround time, the faster the
caseworker can update the case record, which leads to more informed decisions and increased
safety for clients.
PRODUCES MORE DETAILED NARRATIVES
Feedback from caseworkers indicates that there is an increase in the accuracy and detail of their
reports due to the ability to record their thoughts immediately after a visit. The average person
dictates about 120 words per minute, which facilitates greater detail than someone who is typing
at a much slower rate and editing as they type. A 2006 pilot program in New York found that the
volume of notes rose 90% in just one month when workers started using a transcription service.3
HELPS AGENCIES ACHIEVE GREATER COMPLIANCE WITH FEDERAL OVERSIGHT
Heavy workloads make it difficult to comply with policy.4 Findings from the 2001-2004 U.S.
Department of Health and Human Services Child and Family Services Review cite insufficient
frequency of face-to-face contacts with children and parents as two of the most common
concerns related to the Child and Family Well Being outcomes.5 Using transcription to free up
more time for face-to-face contact can directly lead to greater policy compliance.
INCREASES MORALE AMONG CASEWORKERS
Many caseworkers feel spending time on documentation directly decreases the time that they
are doing what they entered the social work profession for – working with people. Using a
transcription service enables them to shift time to direct client contact everyday, which leads to
greater job satisfaction
Transcription also relieves caseworkers of the physical stress that accompanies long hours of
typing.
MOBILE SOLUTIONS: HOW TRANSCRIPTION FITS
Powerful mobile technology is now available to support caseworkers and investigators
while they are in the field. Mobile devices such as laptops, slates, tablets, smartphones and
handheld PDA’s enable workers to retrieve and input case information in ways that have
never before been possible. Both transcription and mobile casework technologies can be
used as stand-alone initiatives. However, agencies are finding that using a transcription
service along with their mobile solution is a viable option that offers additional flexibility
for caseworkers.
TRANSCRIPTION AS AN INPUT METHOD
Mobile devices offer a variety of input methods such as folding keyboards, digital pens,
and voice recognition software. Caseworkers vary greatly in terms of their individual
willingness and abilities to use these methods to input lengthy case notes. Providing
multiple options for caseworkers to input their notes can ease the transition and facilitate
workers’ adoption of the new technology.
For example, the voice recognition software included with some mobile devices can be
particularly challenging to use. Using a transcription service’s human typists to interpret
and type case documentation is easier for caseworkers for the following reasons:
· Typists listen to and execute specific caseworker instructions. For example, a caseworker
can instruct the typist to format a document a certain way, i.e. “Bold the following
sentence,” or “Please use bullets for the following points.” Other examples include
spelling out acronyms, using specific addresses, or requesting that a copy of the notes be
sent to a supervisor. In addition to instructions, typists can make any corrections that a
caseworker requests during dictation. The ability to interpret verbal instructions provides
more flexibility and gets the case record up-to-date faster by limiting the amount of editing
required in the final document.
· Typists can filter out “ahs and ums” and other extraneous words that naturally occur with
dictation. This can be especially helpful for a caseworker who is inexperienced at dictating.
· Voice recognition requires users to dictate in an environment with little or no background
noise, which is seldom practical for mobile workers who are dictating from the field. Typists
are less sensitive to background noise which leads to a more accurate final document.
· It takes time to learn how to use the voice recognition software and time to train the
software on the individual caseworker’s speech. Transcription can be used immediately
with little or no training time.
Transcription offers mobile caseworkers an additional tool for recording their case notes.
Workers receive the documentation back in a format that is easy to transfer into the
system of record, via their mobile computers or when they have access to their home or
office computers.
FUNDING VOICE TRANSCRIPTION
As with any new tool, agencies must find the money within their budgets
or from other sources to fund it. States such as Texas have been successful
in using lapsing dollars to cover transcription costs. It is also important to
note that transcription is an allowable administrative cost eligible for Federal
Financial Participation (FFP). States can claim transcription services under
the Public Assistance Cost Allocation Plan for allowable administrative costs
associated with a worker’s function. Generally three funding streams are
used for child protective services: Title IV-E, TANF and Medicaid.
$
HOW MUCH DOES IT COST?
Transcription services are generally priced by the hour of recorded dictation,
by number of typed pages, or by the number of typed words. Typical fees
range from $3.75 to $7.00 per page (about 300 words per page). Prices can
be much higher depending on the factors an individual company uses, so it
is critical to understand the pricing structure when evaluating any potential
provider.
COMMON FACTORS THAT INFLUENCE PRICING INCLUDE:
· Turnaround times. Some providers offer tiered pricing depending on when
you need your documents returned.
· Use of off-shore typists. Providers who use less expensive off-shore labor
can sometimes offer lower rates.
· Multiple speakers on a dictation versus a single speaker. Rates to transcribe
multiple speakers are usually higher.
· Minimum usage or minimum charge requirements. In some cases, providers
charge a standard amount for each invoice over and above the charges for
the actual transcription. In other cases, there is a recurring monthly charge or
an overall minimum usage charge.
· Software licenses or usage fees. Providers may offer software to record and
upload dictations using a computer. When evaluating providers, ask if there
is a charge to purchase or use the software.
· Quality of audio. Some providers vary their rates based on the quality of the
recorded dictation.
· Other start up costs.
WHAT TO LOOK FOR IN A TRANSCRIPTION PROVIDER
Consider the following when choosing a transcription provider.
TURNAROUND TIME
There is a wide range of turnaround times among voice transcription providers – from under three hours to 24 hours and longer. Use the following tips to make sure a provider can
deliver the fast turnaround times your agency requires:
· Make sure you can contractually obligate your provider to a specific average monthly
turnaround time so that are you assured they will consistently comply with your required
turnaround time.
· Ask whether there are additional charges for quicker turnaround times. For example, a
provider may state that they offer same day turnaround, but their standard rate may be
based on three days. You may be charged additional fees for the quicker turnaround time.
· Protective Services agencies are on the job around the clock. Check that a provider will be
able to process your transcription jobs 24 hours a day, 365 days per year, so that you are not
incurring lengthy delays during off hours.
· Check provider references to ensure that they have delivered the required turnaround
times for other protective services agencies.
CONFIDENTIALITY AND SECURITY
Use the following points to explore the extent of a provider’s ability to keep your agency’s
case data protected:
· Find out if the provider’s typists work for an outsourced off-shore company. Using off-shore
typists makes it difficult for a provider to enforce confidentiality and security provisions in
their written agreements.
· A provider should be able to present you with a written plan showing how they keep your
records confidential and how they address HIPAA regulations.
· Find out whether the provider requires criminal background checks and employment
history from their typists and whether the typists sign confidentiality agreements.
· Determine if the provider’s typists are geographically dispersed or located together in a
call center environment. If they are located in call centers, inquire about their safeguards to
prevent sharing of confidential information among typists.
· Ask how a provider assigns transcription jobs. Random assignment is best for keeping a
typist from viewing multiple files from the same case.
· Determine whether the provider can retain and destroy your agency’s dictations and
completed documents to meet your specific needs.
· Ask about technical security options such as SSL, VPN, and encryption. Confirm the provider
will work with you to provide the most secure solution that is compatible with your firm’s
technology and requirements.
CAPACITY
There are many local voice transcription services with a small number of typists who can
provide a limited amount of work. Ask potential transcription service providers to assure
they have the capacity to meet your agency’s demand.
· Estimate the number of narratives, forms or other pieces of information you produce in a
given time period, and make sure the transcription company can provide the capacity you
need.
· Estimate the number of calls your staff will be making to the transcription provider and get
confirmation that they have a sufficient number of phone lines to handle the anticipated
call volume.
· Check that a potential provider can process documents from multiple cases in one call
instead of requiring users to place a new call for each case.
· Check provider references to ensure that they have met the capacity needs of other large
agencies.
PROTECTIVE SERVICES EXPERIENCE
Ask for references from other protective services agencies. It is helpful to work with a
provider whose typists are familiar with the nature of the agencies’ content and are aware
of the importance and gravity of the material they are typing.
CUSTOMER SERVICE
· Ask about the type and extent of customer service and whether 24 hour coverage is
available. For example, ask if your workers would be able to talk to a customer service
representative when needed.
· Inquire whether you have an assigned account representative for your agency to contact
for questions and support.
CALL-IN NUMBER FOR RECORDING DICTATIONS
Look for a provider that offers a 1-800, 1-888 or similar call-in number your workers can use
to record case notes 24 hours a day. This enables your caseworkers to call from their mobile
phones after case visits, or any other time or place they have access to a telephone.
OTHER WAYS TO SEND YOUR DOCUMENTATION FOR TRANSCRIPTION
A benefit of using transcription is that it increases the options your caseworkers have for
recording and inputting their case notes. Consider the ways your workers prefer to document
their cases. Do some document their case notes at night or at the end of the day? Do others
prefer to do their documentation at the office from their desks? Does your agency use dictation
devices? Ask if the provider offers multiple ways for your workers to input their case notes – by
smartphone app, toll-free telephone dictation, uploaded from your existing dictation devices,
directly into mobile computers via a microphone or directly into desktop computers. The more
ways a provider makes it easy to send case notes for transcription, the more effective the service
will be for your agency.
START UP PROCESS AND COSTS
The start up process should be well-planned, streamlined and free. Ask the following questions
before you choose a provider:
· Does the provider require a contract?
· Is there a minimum number of jobs required?
· Are there fees associated with any of the following:
- Additional features or software
- Implementation support during the start up period
- Customer service
· Will the provider establish the accounts for me or will my agency be responsible for setting
accounts up individually?
· What type of support will I receive as my users get started with the service?
· What types of training are available for my workers?
· What type of billing and usage reporting is provided? Will I pay extra for reports?
TRAINING
The service should be easy to use and should offer online tutorials or other support tools
and job aids for your workers. If your caseworkers respond better to instructor-led training,
ask if the provider offers train-the-trainer services, paper-based training materials or similar
training options. Workers typically benefit from 1-2 hours of basic dictation training, as well as
information on how to use the telephone and other methods to submit their
dictation jobs for transcription.
FORMATTING FLEXIBILITY
Make sure that the provider can adjust the layout, font size, margins and other document
characteristics for your specific needs. Some companies provide only a standard format, which
creates more work later if you need to edit the document. Also ask if there is an additional
charge for changing the format to meet your needs.
ADDITIONAL TOOLS
This paper has addressed the basic functions associated with transcription – dictating and
typing. However a company with a robust transcription solution can provide additional tools
and benefits. Be sure to ask if there are additional features that you can use to increase
productivity among your workers. Examples include templates, training tools, web sites, access
to past dictations and usage reports.
THE SPEAKWRITE TRANSCRIPTION SOLUTION
SpeakWrite enables caseworkers to produce high quality reports, while reducing the
time spent on case documentation by one to three hours per day per worker. Using
SpeakWrite also allows them to spend more time with clients, reduce backlog, decrease
mental and physical stress, work less overtime and enjoy higher job satisfaction.
SpeakWrite brings the following advantages to your agency:
QUICK, EASY AND FREE START UP AND SUPPORT
There are no start up fees with SpeakWrite and no minimum number of jobs required.
You simply pay for the work you order and no more. Our team can get your agency
up and running as soon as we get your account information. Your dedicated account
representative will work with you throughout the process, and SpeakWrite will
continue to provide you with live customer service and support.
OUTSTANDING TURNAROUND TIME
SpeakWrite is under contract with our protective services clients to maintain three-hour
average monthly turnaround times. We have been successful in every case, and many
caseworkers receive jobs back within one hour.
PROVEN RECORD OF SUCCESS IN PROTECTIVE SERVICES
Protective Services agencies in Florida, Texas, Oregon, New Mexico, Rhode Island,
Ohio and North Carolina have chosen SpeakWrite to provide transcription services.
According to caseworker surveys, SpeakWrite users gain one to three hours of time
per person per day to spend on other tasks and casework. In a Texas DFPS survey, 97%
of users responded that SpeakWrite saves them time on documenting cases. Among
caseworkers who use the service every day, 86% state that they save at least 6 hours
per week.6
ADDED BENEFITS
SpeakWrite is under contract with our protective services clients to maintain three-hour
average monthly turnaround times. We have been successful in every case, and many
caseworkers receive jobs back within one hour.
· On-line tutorials to train your staff. SpeakWrite also works with your agency to assess
whether other training solutions, such as train-the-trainer or instructor-led training
would be beneficial for your unique users.
· Eight ways to submit a transcription job - telephone, SpeakEasy Desktop Software,
email, fax, hand written notes, digital audio files via member web pages, dictation equipment,
smartphone app, and Mail/Courier
· Ability to store additional email addresses on every account which means that duplicates
of completed documents can be sent to supervisors or any other designated email address.
· On-line access to the status of any job, account information, usage reports and billing
status.
· Templates that eliminate the need to re-dictate recurring information. SpeakWrite will
store an unlimited number of your templates in our database. Workers can request a
template during dictation and our typist will use the template to format the job. This saves
dictating time for each worker who uses the template, and also contributes to consistent
documentation across your organization. Individual workers can upload individual templates
as well to increase their own productivity.
· A personal preferences page and address book for each caseworker on the SpeakWrite
web site.
· The ability for any caseworker to build a personal ‘Word List’ of hard to spell words and
names. This feature enables our typists to use the proper spellings each time, without the
caseworker having to repeat them in each dictation.
· The ability to resend the transcription or the audio of any job.
· Option to assign transcription jobs to only out-of state typists. This feature enhances
confidentiality by ensuring that typists within your state will not view your agency’s case
notes.
· Free software that enables a worker to dictate into a computer, and then upload the audio
file to a typist for transcription. This method enables the agency and its employees to avoid
mobile phone charges.
· Dedicated account representatives that provide a consistent point-of-contact for your
agency.
· Live customer service representatives to provide support and answer questions.
ABOUT SPEAKWRITE
Since 1997, SpeakWrite has delivered dictation and human-powered transcription services to over
60,000 clients - in about 3 hours. Using a network of US-based typists, coupled with SpeakWrite’s
Smartphone dictation App and Suite of Services, completed documents are securely delivered 24/7,
365 days a year. SpeakWrite does not use voice recognition software. With SpeakWrite, there is no
minimum number of jobs required; you only pay for the work you order.
Visit speakwrite.com/protective-services-transcription today for more information or to create a
free trial account that enables you to submit dictations free of charge and experience the extra benefits and features SpeakWrite has to offer. Inquire about a free pilot test in your agency to help you
assess the benefits of the SpeakWrite service. Contact [email protected] for details.
REFERENCES
Survey Results, Texas Department of Family and Protective Services, February 2006
1
Garner, Brian, WPTV News Channel 5, West Palm Beach, Florida, June 2003
2
Portable Information Technology Pilot Program, Report to the Governor and Legislature, New York
State Office of Children and Family Services, December 2006, page 5
3
Protecting Texas Children, Final Report in Response to Governor Rick Perry’s Executive Order to
Reform Child Protective Services Health and Human Services Commission, January 6, 2005, page 13
4
Findings from the Initial Child and Family Service Reviews 2001-2004, U.S. Department of Heath and
Human Services Administration for Children and Families, slide 42
5
Survey Results, Texas Department of Family and Protective Services, February 2006
6