DRCM 2: Screening and Intake
The organization screens
applicants promptly and responsively to identify urgency of need and direct individuals to appropriate services.
At intake, individuals and families are screened and informed about:
- how well the request matches the organization's services;
- applicable eligibility requirements; and
- availability and timing of services.
Information about service availability can include an explanation of the phases of disaster recovery case management.
NA Another organization is responsible for screening.
Prompt, responsive screening practices:
- include screening for appropriateness, scope, and intensity of service;
- ensure equitable distribution of resources;
- give priority to urgent needs and individual emergency situations, including early recognition of vulnerable populations;
- support timely initiation of services; and
- provide for placement on a waiting list, if desired.
Individuals and families who cannot be served, or cannot be served promptly, are referred or connected
to appropriate resources.
In some instances, the need for services may exceed an agency’s capacity to serve the client
or fall outside the agency’s mission. Policies and procedures
should be in place to support personnel
in making equitable determinations regarding service provision. Some case management models encourage use of written “triage” guidelines to promote consistency in decision making, and as an educational and support tool for personnel with a range of experience. Training
provide alternative or additional support for staff making connections with appropriate resources.
Focus group results suggest that established relationships with partner organizations ease the work of making successful connections for clients. A review of program
descriptions and training material that address barriers to timely, efficient delivery of services under emergency conditions, suggest that greater clarity about community
providers’ span of services, strengths, and limitations can reduce overcrowded or unsafe conditions in facilities, or long wait lists. While some organizations establish formal relationships, for example, with a memorandum of understanding, other organizations do so with informal relationships.
The organization contributes to effective coordination, delivery, and use of disaster recovery resources through exercising flexibility and cooperation in:
- promoting standardization of forms used for information gathering; and
- sharing client information with necessary safeguards, including client consent for release of information to ensure confidentiality.
Standardized forms for information gathering, including intake forms, assessment
forms, and up-to-date multi-lingual resource guides, are tools considered to be especially useful. Ongoing information sharing between colleagues and organizations is considered critical for effective helping in disaster recovery and minimizing duplicative efforts by organizations and clients, provided written client consent for release of information is obtained. Disaster Recovery case management experience warrants special diligence in protecting confidential information and maintaining secure records. Disaster recovery presents special challenges related to identity theft and protection of client information when information is shared with one or more organizations that have various or limited confidentiality policies.
Note: Organizations should refer to the Clients Rights (CR) standards for more information regarding protection of confidentiality.