Transcript of “Rights
Here, Rights Now –
Episode 30: Stephanie
S. and Molly C.- INTAKE PROCESS
Produced
by the disAbility Law Center of
Virginia.
[INTRO]: The
information provided on this podcast does not, and is not intended to,
constitute legal advice. Instead, all information, content and materials
available are for general informational purposes only.
[Enter hosts Valerie Jones and
Laura Sinclair.]
[Valerie]: Welcome
to Right Here, Right Now! A podcast
about disability advocacy and activism. I'm your Advocate host, Valerie Jones.
[Laura Sinclair]: And
I'm your Advocate host, Laura Sinclair.
[Valerie
Jones]: Every two weeks we dig into to relevant
issues, current events, and avenues for self-advocacy.
[Laura]: Because someone has to!
[Valerie]: And it might as well be us.
[Laura Sinclair]:
This
podcast is produced and edited by the disAbility Law Center of Virginia, the
Commonwealth’s protection and advocacy agency for disability rights. Find out
more at: www.dlcv.org.
Disability in the
News: Beginning December 28th, 2020, CVS Health partnered with the Virginia
Department of Health and began administering COVID-19 vaccines to residents and
staff at long-term care facilities, such as nursing homes and assisted living facilities, that have been affected by COVID-19. CVS plans
to administer the vaccine at 847 skilled nursing and assisted living facilities
across the state. CVS said that teams will make three visits to each long-term
care facility to ensure residents and staff receive their initial shot and
critical booster. The company expects that the majority of residents and staff
will be fully vaccinated three to four weeks after the first visit, depending
on which vaccine they receive. CVS
Health expects to complete its long-term care facility vaccination effort in
approximately 12 weeks.
From WFXR and WRIC
[Enter, Stephanie
Sabatini, Intake Specialist, and Molly Carter, Receptionist]
[Molly]: Yeah, thanks
for having us, and especially me, again.
[Laura]:
Well, we're so excited! We
are so happy to have a chance to talk to you because, at work… you know we’re
all in our little areas where we do our job. But we don't always all get to sit
down and talk about what that looks like for each of us. So it's really cool to
get a chance to talk to you. Y’all are dLCV’s unsung heroes that help keep everything together and
help us do our jobs! Today really want to talk to you about on what it looks
like to receive contact. you guys are the first to have contact with the folks
who want help. And we have a lot of questions about what that looks like for
you. If you don't mind sharing with us a little bit about what you do? You know
first I think you'd like to start with maybe…could you each tell us a bit about
what your job looks like?? You know, what do you do from the day to day and
what are the things that are you really a big focus for you?
[Molly]: My
job is a lot simpler than Steph’s (job). I am actually the front desk person,
I'm the receptionist. So that means that on Monday, Wednesday and Fridays any
live calls that we get that are coming through to the office, I take them and
then I pass them along to either Stephanie or another advocate. And we will get
into that process later if you guys have questions too! Stephanie do you kind
of want to speak to like what you do and then what it looks like when they get
passed on to you?
[Steph]: Absolutely!
So, as she said once she hands them to me, there is a process that the cal goes through. If we can help the person with their
issue it is my job to, you know, take their information, their demographics,
their disability information, to make some notes on the issue. Then. what I'll do is I'll send it over to our attorney or a staff
member, on a specific unit that handles that particular issue. Otherwise known
as subject-matter expert, or, an SME.
The SME will then take 3 to 5 business
days to review the service request or, the SR, and once they review it to
determine what the issue is, and what services we can provide, the subject
matter expert or advocate attorney staff will be the ones who follow up with a
caller and provide them the information they need or guidance, or how we can
help them.
And,
we have different types of levels of services we can provide. We have [what’s
called] basic information and referral And, um, that occurs what the person is
calling about Falls outside of our objectives and for the fiscal year. One
example would be housing. For example if the SME I don't catch it out the gate the
SME would provide them information and referral to HOME or Virginia fair
housing We can provide r, and then we can also provide case level services. Again
it just depends on the meat of the issue, and the details, that the advocate
obtains. Once they do the follow up with a caller I'm to determine how we can
help but it is and let me just know that we do I think I said this—but, let me
just reiterate, that once I submit the SR it’s better caller to allow 3 to 5
business days for the staff to follow up with him regarding there a star
information that you can give to the callers.
[Laura]: You
guys just know so much information, which is awesome. Because,
it sounds like since you all-- you know, that you know so much inside and out,
you can really prepare callers about what to expect once you speak with them. So,
that's great! And if I called into DLCV, I would feel really happy to speak
with either, or both of you, because I know I'd be in good hands. BUT, before
I call, and you know, I don't know as much—So, if I were going to call in, you
know, what is it that you think that’s helpful? Or [things that] are important
for callers to know or info to have? Or,
you know, be aware of, before they contact you so they can also, you know, be a
little informed if possible??
[Steph]: I
was just going to say: 1. First things first, it's important to know how you
can request your services. There are three different types of ways: And,
the first way, um, the most common is to call in our office. And the hours to request
the services by phone is always: Monday, Wednesday, Friday-- 8:30 a.m. to 4
p.m. If a person called on a Monday versus a Friday and thus, then, is not able
to get back with them, then they will return their call on a Tuesday. Even though, we only take [our] SME request for
services Monday, Wednesday, & Friday. Our staff [members] work Monday
through Friday. and we do offer services by walking in. We encouraged walk-ins
Monday, Wednesday, Friday, and that is when we have an advocate on duty to
address their concerns! However, if you come in on a Tuesday Thursday- there is
also a manager on duty, who would be happy to sit and talk with that person and
see if we can help them as well. So, it is helpful is someone can make an
appointment or at least if they can notify us-- if they'd like to drop in so
that we can make the appropriate precautions and prepare appropriately.
A
person can also, if they have internet access, [they] can submit a get help
request form online, which requires going through our website filling out the
form, submitting it. It’s is (has) the same questions that I ask you (would ask
you) over the phone, but, it's just an easier way to request. You can fill it
out at your leisure! & Once you click submit, it is submitted And then I
will review it, I will process it, within the database, and assign it to a
subject matter expert, just as I would have we had a phone call conversation. Still,
there are several ways that you can request our services. But what's also
important to know when you call, it is important to have all the information
ready! For example-- if someone is calling because they received the letter
from Social Security, (say that) that they had an overpayment. And, then they must
pay that such and such amount- by a certain date. But, It’s important that they have that letter in
front of them so that I can know the dates, I can hear the time restraints, I
can know exactly what it states in the letter, because the more pieces that we
have, more holes that we can fill in before it's sent to the subject matter
expert. The subject matter expert (SME) will
better have an idea how we can help how to tell if it has any information that
a letter can have regarding their specific issue, when they call, or when they
submit (for services). It’s help it is
extremely helpful in us getting their issue taken care of.
[Molly]: I
just want to point out-- and Steph, you and I have talked about this previously--
If somebody does decide to complete their intake form online: please, instead
of calling us just to let us know that you completed the intake form, you can
either call up front OR complete the intake form, (one or the other). But
sometimes if a person completes that's form and then calls [us] immediately, it
does get a little bit confusing on Stephanie's end. Which, you know, like, where
the information is coming from so if you do submit an intake form online; maybe
give it some time before calling us back so that Stephanie can you know can
keep track of who's calling her directly and who she's getting the information from through email. So that
is just one little thing.
[Valerie]: Mhhhm, good information to know! So, my question is, do I
have to meet a certain income requirement for dLCV to
assist me?
[Molly]: No.
Not at all. Our services are free and we are a nonprofit. so
there's no sort of requirements as far as your income. However,
the one requirement we do have as dLCV is you
do have to have a diagnosis of some form of a disability. But as far as, like,
your income level or your situation, our services are free and we welcome
people with all sorts of disabilities and afflictions. So, your
services are free and (your) income level is not an issue.
[Valerie]: Just
to follow up on that. So, you were saying that you service everyone, but
that the only requirement is a disability? That they have to have a
diagnosis/disability? Is that correct?
[Steph & M]: Correct!
[Valerie]: So,
if I walk in—or if I call in and I will walk in the office and I—well, y’all
accept the walk in, first of all.
[Molly]: We
understand at DLCV that not all disabilities are visible. So, disabilities especially
you know, I myself am a disabled person as well my disability is visible
however I understand in this line of work that that's not the case for everyone
and so especially as people who work here, at DLCV, we absolutely understand
that not all disabilities are visible and if you do have an invisible
disability please do let us know (right) up front. And of course like, you know,
just because somebody quote a quote doesn't look disabled which by the way I hate that expression
who doesn't mean that we only take like visible
disabilities.
[Val/S]: Great
answer!
[Laura]: Well, it sounds like you try to be as accommodating as you can! Which
you know is awesome and thank you so much b/c we know that you are the first
people who folks interact with. And the warm welcome that you give them is so
important to set everything up for success. And then part of accommodating
people who might need assistance? You know what if I…(pause)…what if I did need
a particular accommodation to communicate? Like maybe if I'm deaf and I can't
use normal modes of phone communication you know what, for a lot of people, is
normal but for me is not normal what are my options??
[Steph]: If you need accommodations to communicate up front and people are
deaf, or if they are hard-of-hearing we will do our best to accommodate them. Either,
by writing or lip reading however if somebody is requesting in-person
accommodations, what we may ask is that they if we can set them up with an
interpreter? At a later date. And get in contact with them, to fill our needs. That way, if it's more convenient for them to
call us via relay or service like that before and will offer those options as
well.
Yes thank you very much suffering up interpreted calls because we
do get quite a few of those I'm so a lot of times how that happens is the call
will come in live and all you know do my introduction and then do that you know
this is an interpreted call so from that point on I know okay this is a service
that this person is using in then I also make a note of that any interpreted
calls that we get just so you know looking back on it we can keep track of
those, so, that’s important.
[Laura]: You
know, we had mentioned earlier accommodations-- In terms of like walk-ins, what
can someone expect as a walk-in? Especially if they have an invisible
disability or disability that's not visible? & Now, we're kind of talking
about you know maybe setting up times to speak at a later date during covid-19.
And now we ask that people are trying to
be as safe as they can. What all is dLCV doing to
make sure that clients are safe and that they safe? And that we are able to still provide services
and stay in touch but also recognized that not everyone can leave their home
people can you know sit down an office with someone that made the way they used
to or you know some people might go out but they can't wear masks because they
have a disability that prevents it so how are we handling any changes of
procedure due to COVID.
[Molly]: Yes,
great question. so we are still taking walk-ins on our policy is as we
mentioned Monday Wednesday Friday although however we do have some rules in
place if the heat I'm not only ourselves safe but the people who come to our
door so we do ask that anybody coming through be wearing a mask if they can
however we understand like you said that some people have a disability where
they can't wear masks and if that is the case and we will do they can let us
know up front and we will do our best to accommodate them.
As
far as keeping everybody safe-- I really feel like everybody in our office has
done an excellent job with social distancing and we also have loads of cleaning
supplies and even have a cleaning schedule in place where different advocates
will take turns disinfecting everything couple times a day. And I know for myself just being at the front
desk, I try and make sure is clean and organized as possible. And we also if
someone comes in and they just happened to forget a mask we do have masks on
hand, as well as plastic gloves, if people feel like they need those. So, we do our best to accommodate right up
front.
So,
I will say I'm in terms of walk-ins we actually and I think most Advocate would
also echo this with me-- We appreciate that somebody call and make an
appointment. We prefer that more than a
walk-in, just because it gives the advocate a little more time to prepare, and
to go over that person's needs, and maybe have some context as you know why
that person coming in and what we can do for them you know you love walking to
be a we really appreciate it when somebody calls ahead of time to make an
appointment is that is just better for everybody involved and it allows us to
assist a client in the best way possible. J Stephanie, do you have anything to add?
[Stephanie]: Molly I did just want to add that
as far as walk-ins as Molly said we have masks, we have gloves, in case someone
should forget. You also have a glass shield of some sort for protection, I believe
the front desk said that you have that one?
[Molly]: Yes
thank you for mentioning that! I don't look directly at people anymore I look
at them through glass Shield—haha so that's been
something very interesting. But, yes we do have that up it’s just a precaution
to protect our clients and also ourselves. But, I do my best to you know like look
people in the eye when they walk through our door, because I just think that’s
important. But just b/c I'm looking at you through the glass shield doesn't
mean-- you know—I still try to have that same level of like…human interaction.
[Stephanie]:
If someone is having a meeting and whenever we
do our best to make sure that everyone was in that meeting that they are
sitting 6 feeet apart for that. So we are taking
precautions however we're still rolling along! We're still accepting walk-ins
we're still accepting cases so come see us; we’re here!
[Valerie]: I
would like to know if I --if someone calls in and speak with an INR are they
able to give them advice to some extent? Are able to provide information and referral
to Legal Aid in Virginia lawyer referral service providing legal aid I mean I'm
sorry providing legal advice I'm strictly it's kind of a touchy subject I'm so
it just depends on the issue and the subject matter but there is some policy
rolled around that they can get Jared. Sticky
so it's important to communicate the issue directly with the stop you're
talking to and establish some kind of relationship so they know exactly what
you're requesting and they can help you that way I street legal advice is not
something that we are able to do as an agency
[Steph]: We
are able to provide information some and refer some to Legal Aid in Virginia.
But as far as a lawyer referral service providing legal aid--- I mean,… I'm sorry providing legal advice, strictly?? It’s kind of a touchy subject. So it just depends on the issue and the
subject matter but there is some policy rolled around that they can get kinda sticky, so it's important to communicate the
issue directly with who you're talking to and establish some kind of
relationship. So they know exactly what
you're requesting and they can help you. But as far as giving straight legal advice,
that is not something that we are able to do as an agency.
[Molly]: Usually,
when I get calls like that and if Stephanie is on a call with somebody else, or, she's busy I will tell them
you know upfront I'm not a lawyer. For
me to give them any kind of legal advice or Aid when I'm not license is not
only you know illegal is also unethical so I will do my best at that point to
say you know let me get you over to such-and-such Advocate or just get them
over to Stephanie directly as she's the next person in line to the system so
that she may get them in touch with the right person. Because we ourselves cannot provide legal aid
however WE’RE in touch with a lot of
people who can.
[Stephanie]: That's
a baseline. We can only refer, for example to Legal Aid Agency, or Virginia lawyer
referral service. Referring to a
specific attorney or Law Firm goes against our agency policy so much
information to share it can get overwhelming and complicated just like our
callers know that trying to sort out where they can get what they need. It’s all so overwhelming and complicated so I
know you know sometimes if I'm trying to figure out where to go I can get
really confusing about which services do what and they are kind of all have
names that sound the same. Sometimes. And
you know you're navigating systems and getting you know found from place to
place and it can be really hard if you think one place says something but they
don't especially if you get far into that process before you find out.
[Laura]: So,
I'm wondering if you could tell us a bit about, you know, you mentioned we
can't give lawyer referrals and that, you know, some were not lawyers. At least
you know those of us who’re talking right now I'm just like an advocate. BUT the great legal representation attorneys
we have—they-- we can't all do that. So,
what are some topics are areas that you definitely don't cover that we can send
elsewhere? You do referrals about the
other places but that unfortunately we really just can't get into??
[Stephanie]: Sure!
It is unfortunate, because we don't cover a lot of things. And our federal
funding doesn't allow us to. And some of those things are criminal law, family
law, civil law, we don't handle housing we don't do issues with your taxes. Those are some things we don’t cover. It’s very unfortunate because the greed has
always been my impression that by the name of our organization that someone
called that and they know that there’s a disAbility
Law Center of Virginia! I have a
disability they should be able to help me with any and every issue
unfortunately that's not the case and when that happens, luckily, we are able
to refer to organizations!
As
I said legal aid Virginia lawyer referral service, otherwise known as housing
opportunities made equal or Virginia fair Housing. Those types of organizations we refer to. We refer centers for Independent Living & often times I refer to Commonwealth Catholic
Charities. We’re able to refer to
different organizations when were not able to
directly assist with the issue and so legal aid Virginia lawyer referral
and the housing organizations are the most common referrals that I would give
really any several days of the week.
[Laura]: I
think that really speaks to just how much information that you all have you
know. You just gave a couple examples of some really nuanced questions and
different areas-- that it can be kind of hard to tell if you're a caller-- does
this count, or does this count? Is that is that housing or is at work? And you know that's that's
really helpful I think and showing just how gray some areas can be. And you
know sometimes even unraveling for us what kind of situation we're working with
here.
So
yeah! Thank you for following up on that that's really helpful when they're so
much more information out there that I'm unaware of. SO, if ever I'm unsure and
it's kind of on a line of I don't know could be could not I always, always just
to be on the safe side refer to you. & we received so many compliments
about how well you speak with clients, how welcome and warm they feel, when
they call in, and you all are just experts.
You’ve
said so much you know. I know I work in one area of subject matter but you all
know so much inside and out. And you know Molly I've heard you say a couple
times that it's all Stephanie, but you man you're amazing. And Stephanie, you're
amazing! And we appreciate so much what you bring . I know that our clients do
as well and also a big thank you to both of you from everybody inside and out
because there we couldn't do any of the work that we do without you right there
at the front line thank you for doing everything
[dLCV Highlight]: dLCV assisted an older adult who has a longstanding and
inoperable brain tumor with establishing a developmental disability diagnosis,
thus opening up a new world of services and supports to help them obtain and
maintain life in the community. At the outset of our representation, the
individual was residing in a transitional crisis program – having
been sent there after an inpatient psychiatric hospitalization.
Because
of the individual’s advanced age, they did not have access to the typical
documentation needed to establish a developmental disability diagnosis, such as
special education and childhood medical records. As such, the individual was
denied enrollment in Virginia’s developmental disability Medicaid
waiver. dLCV worked closely with the client’s case manager
and other providers to gather the necessary social history and medical
attestations to sufficiently document the age of brain injury onset and related
functional limitations. Within a matter
of days of supporting the individual’s team to better establish the case, our
client was approved for a Community Living Medicaid
waiver – the most comprehensive developmental disability waiver available in
Virginia! ]
[Valerie]: Thank you all
for listening to the episode of Rights Here; Rights Now brought to you by the
disability Law Center of Virginia. We are available on Apple podcast, Spotify, or
wherever you get your podcast don't forget to subscribe and leave us a review!
[Laura]: And
if you need assistance or want more information about dlcv
and what we do, visit us online at www.dLCV.org
and follow us on Twitter @DisabilityLawVa and share us with your friends. Until next time, I’m Laura Sinclair.
[Valerie]: And
I’m Valerie.
[Laura]: And this has been Rights Here…
[Valerie]: Rights
Now!
***[End of Transcriptions]***