Last Updated on September 17, 2023
The COVID-19 pandemic has caused many businesses to completely
change the way they operate. Human service agencies are also heavily impacted
by stay at home recommendations and orders to close until further notice.
COVID-19 closures have seriously hit day support programs and programs that
provide supported employment. These programs have been shut down and have
already caused some end their programs permanently after only a few weeks of mandatory closures.
Group homes have not been hit as hard as other programs.
However, the situation has forced many programs to increase staffing during the
day when the residents would normally be at work or at their day program.
Depending on the state, the group home is paid a daily rate or an hourly rate.
Group homes that are compensated on a daily rate take the hardest hit. They have
to increase staffing while receiving no increase in reimbursement.
The pandemic has also made the jobs of case managers even
more difficult. Many group homes have
limited outside contact to reduce the chance of infection. This includes
family, case managers, and other human service professionals that may visit the
home to monitor services. In addition, clients can’t come to the office at this
time. Public case managers are considered essential personnel and are still
expected to provide services despite the pandemic. So how can case managers
continue to monitor services without observing the clients in the home or in
the community? How do case managers conduct meetings and coordinate services
during a pandemic? Restrictions on face to face contact present a significant
challenge to case management. Fortunately, there are some alternatives to
traditional case management methods. Telehealth and teleworking have been
implemented for many clinicians in order to continue to provide support and
bring in revenue to avoid layoffs and furloughs.
Telehealth
Telehealth is a method of providing healthcare services via
electronic methods such as by phone, teleconference, and or video conference. Meetings
that would normally be conducted in person are conducted by video and by phone.
Fortunately, case managers provide the majority of their client contact over
the phone so the quarantine has very little impact in this regard.
However, many agencies have been slow to embrace the video aspect
of telehealth. This is primarily due to privacy concerns but also a reluctance
to let go of traditional methods of providing services. Face to face contact were always expected to
be in the office, home, or community. This pandemic has forced agencies to use
video conference applications such as Zoom,
Cisco Web X , Skype
and many others.
Advantages of Telehealth
Telehealth allows case managers and other health
professionals to continue to provide services despite social distancing
guidelines. The loosening of some guidelines has also allowed for the billing
of “face to face” contact via telephone or video contact.
Telehealth can be cost effective for both the employee and
the employer. Clinicians using telehealth can work from the home or office.
More employees working from home can reduce operation costs for the employer
and reduce the cost of transportation for employees.
Drawbacks of Telehealth
One of the few challenging aspects of meeting via telehealth
is getting paperwork signed. In many cases, signing documents consumes the
majority of the meeting time. These forms will have to be mailed or emailed and
scanned if there are no other way to sign electronically. Clinicians who prefer the personal contact of a
face to face visit may have difficulty with telehealth services. Those who are limited
with technology may also struggle with learning how to use some of the
teleconference and video conference programs.
Teleworking
Teleworking
or telecommuting as it is sometimes called, is basically working from another
location other than the normal office. In most cases teleworking occurs at the
employees home. I have been a big proponent of teleworking because of the
economic and practical advantages. Most of my colleagues agree that teleworking
makes the job of a case manager so much easier. One of the advantages I have enjoyed
by working from home is that there are less interruptions from co-workers or
the unscheduled, walk-in appointment. I have often found myself having 20 minute
conversations with colleagues and then a walk-in client will come to the office
and before you know it you’re an hour behind schedule. Working from home has
helped me set up a daily agenda and complete tasks in a more organized efficient
manner.
Teleworking saves time on travel and money on gas. The
employer also saves on travel reimbursement. Fewer people in the office can
also reduce energy costs for the employer. However, working from home can cause
the employer to have higher energy costs due to using more electricity at home
as opposed to the office. But I think these costs cancel each other out. In
addition, working from home also reduces wear and tear on your vehicle.
What Happens after COVID-19?
I think the COVID-19 situation will change the way we live
and work for many years to come. On the positive side I think this experience
has made us realize that many of the functions we were doing in person can be
done be done virtually. The pandemic forced us to get out of our comfort zone
and try new technology to get our work done. Conducting meetings via video conference
was the thing I needed to adjust to more than anything else. My hope is that employers
that were reluctant to telecommuting and telehealth will see that it works and the majority of employees
enjoy working remotely at least a few days a week. Also, happy employees tend
to work harder.
Unfortunately, not every business will come back when the pandemic
restrictions are lifted. Several day support programs moved from center-based
to predominantly community- based programs
in order to satisfy state requirements meant to encourage community engagement.
The pandemic caused this approach to completely backfire when everything closes
and there are little to no community activities available. After COVID-19 businesses
in the human services field will have to be more strategic and develop a plan
b, c, and d in order to maintain consistent
revenue during unusual circumstances.
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