Vocational Firm Quality Assurance Plan Washington State

Summary

Create a culture focused on vocational
recovery that engages all parties in
preventing needless work disability while
improving return to work outcomes

Vocational
Firm Quality
Assurance
Plan
Updated 9/16/2021 1
Vocational Firm Quality Assurance Plan
Contents
Vocational Firm Quality Assurance Plan requirements ............................................................... 3
Firm VRC & intern authentication process.................................................................................. 4
Firm referral distribution ............................................................................................................. 4
Assigned VRC and intern guidelines for vocational recovery referrals........................................ 5
Development of vocational staff ................................................................................................. 6
Interns ........................................................................................................................................ 6
VRC & intern development, monitoring, and hiring practices ...................................................... 6
Supervisor development of interns ............................................................................................. 7
Vocational Intern Supervisor Application .................................................................................... 7
Progressive performance management ..................................................................................... 7
Review of service delivery and work product.............................................................................. 7
Vocational recovery through work disability prevention .............................................................. 8
Appendix ...................................................................................................................................10
Vocational Firm Quality Assurance Plan signature page ...........................................................13
Updated 9/16/2021 2
Vocational Firm Quality Assurance Plan requirements
The primary purpose of quality assurance (QA) activities is to ensure continuous improvement in the quality of
vocational services for each referral type

A department-approved QA plan is a requirement for all vocational firms performing State Fund vocational
services for the department (Washington Administrative Code (WAC) 296-19A-210). Failure to submit,
implement, and periodically report on a department-approved QA plan at intervals determined by the
department may result in the inability of a vocational firm to continue to provide services on open State Fund
referrals as well as prohibit their ability to receive new referrals

Vocational Firm Quality Assurance Plan requirements:
• Identify the firm owner(s), manager(s), or representative(s) responsible for implementing and reporting
on the QA plan

• Outline the vocational firm’s strategy for monitoring and managing vocational rehabilitation counselor
(VRC) performance for each referral type

• Track and report monthly data on QA elements (see reporting template) for applicable referral types
according to the measures defined in the QA elements

• On a regular and reasonable schedule (to be determined by the department), the firm will review the
work of VRCs and validate how well the QA elements are being addressed based on department
published QA elements definitions and QA plans. The department will provide your firm with a group of
randomly sampled cases for validation

Items validated by the firm include, but are not limited to:
o Firm reported QA data is consistent with information found in firm records during firm validation
(applies to vocational recovery (VR), ability to work assessment (AWA), plan development (PD),
and plan implementation (PI) referrals)

o Engagement with the stakeholders is meaningful, consistent, proactive, and documented
(applies to VR, AWA, PD, and PI)

o Services provided emphasize worker-centric planning that aims to reduce needless work
disability (applies to VR, AWA, PD, and PI)

o Progress reports and closing reports document meaningful interactions with the worker,
employer, and medical providers to address goals, return-to-work (RTW) priorities, concerns,
and barriers. Documentation is concise, yet thorough and complete, and submitted timely per
Washington Administrative Code (WAC) requirements (applies to VR, AWA, PD, and PI)

o Preferred worker (PW) discussions with workers have occurred and the application is completed
if appropriate (applies to AWA)

o If necessary, ‘good cause’ plan development extensions are submitted through EVOC (applies
to PD)

o PW applications are verified, submitted, and approved (applies to PD)

o Plan modifications are completed as needed and a new Plan Modification Accountability
Agreement is signed to ensure the worker understands the purpose of the change (applies to
PI)

• Develop processes for managing aged vocational referrals, which are defined as referrals open for a
year or longer

Updated 9/16/2021 3
• Monitor, review, and outline how the firm will address VRC feedback provided by Department of Labor
and Industries’ (L&I) vocational services specialists (VSS)

• Outline and document resources and plans the firm will utilize to ensure VRCs have the training and
coaching they need to successfully perform activities outlined in the QA elements document

• Update and incorporate necessary progressive performance management steps into the QA plan to
improve services focused on a worker-centric approach and work disability prevention principles while
adhering to appropriate statutes and WACs

Firm VRC & intern authentication process
The department will periodically request vocational firms to authenticate the number of VRCs in each firm who
are willing and able, and meet the required expectations to receive VR referrals, along with the number of
interns with more than one year of internship within Washington State (see page 5 – Assigned VRC and Intern
Guidelines for VR referrals). Periodically, you will receive an email with a list of names of your VRCs and
interns. The subject line of the email will have the month and name of your firm. You will need to review and
validate all of the information such as intern start dates, service location information, and the availability of
VRCs to take vocational recovery referrals

Reply to [email protected] by the date indicated, using the same subject line. We will
acknowledge your submittal by confirmation email

Having accurate VRC and intern counts is required for the effectiveness of our referral distribution model. We
will route any changes to the appropriate programs so all department systems remain in sync. Based on the
changes, we may reach out to you for more information or clarification

Note: The authentication process doesn’t replace the normal processes used to notify the department of firm,
VRC, or intern changes and availability

Failure to participate in the authentication process as part of a firm’s QA plan and/or misrepresentation of the
number of VRCs assigned as counselor for VR referrals (see page 5 – Assigned VRC and Intern Guidelines for
VR referrals) and interns with more than one year of internship within Washington State, may result in
removing your firm from the State Fund referral distribution model

Note: Vocational recovery (VR) referrals for workers residing in Washington State or a border city must be
assigned to a VRC residing in Washington State or a border city, in alignment with best practices

Firm referral distribution
Firm managers, owners, or supervisors will review, document and assign referrals to their authenticated VRCs
within one business day (Monday through Friday only). Referrals received by noon will be assigned before
noon on the next business day; referrals received in the afternoon up to close of business will be assigned by
close of the next business day. Firms will use the criteria below, along with their professional judgment, to
determine the most qualified VRC to assign. If firms cannot meet this criteria, they must decline the referral
within one business day of receipt of the referral

Examples of assignment criteria:
Worker data: Age, gender, geographical area (VRC who is closest to the worker), language
preference

Updated 9/16/2021 4
Claim data: Date of injury, type of injury, case complexity, industry

Special factors: Legal counsel assigned, third-party administrator (TPA) representation, special access
to employer’s worksite

Consideration must support a worker-centric work disability prevention approach when assigning a new referral
or reassigning an open referral, regardless of the circumstances

In selecting the appropriate VRC, firms should consider:
• VRC availability. • Caseload management and size

• Skills in work disability prevention and • Other expertise specific to the needs of
worker-centric services. the case

Note: Vocational recovery (VR) referrals for workers residing in Washington State or a border city must be
assigned to a VRC residing in Washington State or a border city in alignment with best practices

Use the following guidelines when a VRC leaves the firm:
• Firm referrals (including all referral types) are generally retained by the firm

• Upon receipt of the Vocational Provider and Firm Application, Private Sector Rehabilitation Services
(PSRS) will notify the VSS supervisor of upcoming redistribution of the VRC’s open referrals

• A VSS supervisor will contact the VRC’s current firm own/manager to inform them of the request

• Firms must ensure a smooth transition for the worker when reassigning referrals in keeping with a
worker-centric work disability prevention model

• VSS staff will have five days to complete transfers

• VSS supervisors will process emergent transfers when necessary

• VSS supervisors may review cases to determine if reassignment is in the best interest of the worker

Note: L&I won’t reassign referrals without the firm’s knowledge

Assigned VRC and intern guidelines for vocational recovery referrals
Firms that list credentialed VRCs in their capacity count must:
• Assign referrals in accordance with the firm referral distribution

• Assign referrals to all credentialed VRC staff listed as “available and able to perform VR work” in a
manner consistent with the overall distribution of referrals to the firm, given the challenges and
requirements related to geography, skill, and workload

• If possible, assign at least one VR referral every month to each credentialed VRC in
the firm’s capacity count, provided adequate number of referrals are received (subject
to department verification)

• If a credentialed VRC included in the firm’s capacity count doesn’t receive a VR
referral for a period of time not to exceed 90 days, provided adequate referral
numbers, the firm’s capacity will be reduced to correspond with actual available
VRCs

• Contact the department to reassign VR referrals if the original credentialed VRC assigned is not
meeting the criteria as listed below or criteria required by appropriate statutes, WACs, or the firm

Updated 9/16/2021 5
VRCs who are assigned VR referrals must:
• Document they have established themselves as the primary point of contact for the worker

• Demonstrate a higher degree of worker engagement, which is generally construed as completing at
least half of the worker engagement activities and correlated billing submissions

Interns should be supervised according to the appropriate WACs and the department-approved QA
plan

Interns cannot be assigned cases. It is anticipated that in some cases an intern, after completing all phases of
the Vocational Intern Supervisor Expectations, and under close guidance of their supervisor, may establish
themselves as the primary contact for a worker. In those cases, the intern must document they have
established themselves as the primary point of contact and demonstrate a higher degree of worker
engagement generally construed as completing at least half of the worker engagement activities and correlated
billing submissions

Note: Only VRCs with appropriate L&I supervisor credentials may supervise interns (WAC 296-19A-210(2))

Development of vocational staff
Interns
Vocational firms are responsible for the comprehensive development of VRC intern staff. This includes
adherence to best practices, quality, and ethical standards. All interns must be supervised by approved VRC
supervisors as outlined in WAC 296-19A-210(2). The VRC intern training program may include, but is not
limited to:
• Completion of company-specific intern training program

• Intern interval training reviews

• Staff proficiency standards

• Case staffing/tandem case management

• Professional growth/mentoring

• Company/industry sponsored training/education

• Company meetings/information release

• Regular review of applicable RCWs and WACs

• Review of applicable department communications

VRC & intern development, monitoring, and hiring practices
Vocational firms must commit to comprehensive oversight of hiring principles, credentialing, professional
development, and adherence to industry best practices. Staff development may include, but is not limited to:
• New staff hiring procedures

• Employee performance reviews

• Professional growth/mentoring

• Continuing education units (CEU) training/completion

• Company/industry sponsored training/education

Updated 9/16/2021 6
• Company meetings/information release

• Review of VRC feedback list

• Regular review of applicable RCWs and WACs

• Review of applicable department communications

Supervisor development of interns
The vocational intern supervisor is responsible for teaching, coaching, mentoring, and staffing cases. To create
consistency for interns, L&I has set expectations for supervisors to follow. The expectations include a phased
learning approach to help interns gain foundational knowledge and build skills they need to become proficient
as a vocational rehabilitation counselor (VRC). The phased approach to vocational skill development begins
with introductory content and evolves through observation, active learning, and demonstration

Supervisors and firm managers use the Vocational Intern Supervisor Expectations as a guide to assess the
intern’s ability to learn and acquire skills to become a proficient VRC by the end of their internship. Firms may
modify the training structure. However, the expectation is that all phase activities be covered

Vocational Intern Supervisor Application
To receive supervisor status, each VRC must submit a Vocational Intern Supervisor Application on an annual
basis. The firm manager must approve the application prior to submittal. These applications will be processed
by Private Sector Rehabilitation Services ([email protected])

Progressive performance management
Vocational firms must adhere to best practice standards and meet quality requirements as outlined in WAC
296-19A-210. Firms will respond efficiently and effectively to identified concerns regarding their VRC or intern’s
performance. Firms shall communicate with L&I when progressive correction measures have been
unsuccessful. Progressive performance management techniques may include, but are not limited to:
• Employee review/write-up

• Internal claim review/audits

• Supplementary training and consultation

• Targeted work review to include alignment with applicable RCWs and WACs

• Alternative compliance agreement

Review of service delivery and work product
All vocational firms are expected to regularly review the work of their VRCs to ensure that individualized and
appropriate services are being provided to workers and employers (when applicable). This process may
include, but is not limited to:
• Random case evaluations

• Supervisor/peer staffing

• Firm-specific statistics report/review

• Firm templates and forms to ensure they are in plain language and at an appropriate reading level

Updated 9/16/2021 7
Work product review as defined in WAC 296-19A-340 is a part of a vocational firm’s everyday business
operations and isn’t considered a quality assurance activity

The department’s validation process includes review of VRC work on specified referrals, the ability to identify
service gaps and opportunities, and the use of a robust and proactive QA plan to address gaps and promote
effective practices (page 3 - Firm QA plan requirements)

The validation process requires the firm owner or manager responsible for administering the QA plan as
required on page 3 - Firm QA plan requirements to:
• Review the work of their VRCs on specified referrals following the department-provided validation
guidance

• Discuss their validation with VRCs to support excellent work and address gaps

• Develop and execute a plan to ensure all VRCs at the firm are using effective practices and addressing
identified gaps

• Submit completed validation template/s prior to the scheduled meeting with the department

• Participate in meetings with the department to discuss evidence that:
o Effective validation is being done

o The firm’s QA plan is proactively used to promote effective practices and continuous
improvement in providing required department vocational services

• Update their firm QA plan as needed and in preparation for department approval

For additional clarification see MARFS Chapter 30 Quality Assurance

Vocational recovery through work disability prevention
Excluding forensic and stand-alone job analysis (SAJA), all State Fund vocational referrals must be worker-
centric and address the four principles of preventing workplace disabilities

Worker-centric means, but is not limited to:
• Putting the worker in the lead role and making it easy for them to choose to return to work

• Engaging and activating workers through goal planning and attainment to enable them to successfully
return to work or progress through the process

• Developing relationships and trust with workers to help them identify their motivations, goals, concerns
and risks with return to work

VRCs (1) prevent a confusing process by, but not limited to:
• Frequently explaining the industrial insurance and return-to-work processes, the purpose of the
vocational referral, and the roles of the parties involved

• Facilitating frequent contact with the worker, employer, treating providers, claim manager, and other
L&I staff to discuss next steps while promoting vocational recovery

• Accessing interpreter services when necessary

VRCs (2) prevent unnecessary delays and duration by, but not limited to:
Updated 9/16/2021 8
• Meeting regularly with the worker to identify and address return-to-work barriers, psychosocial risk
factors and connecting the worker to community resources, such as WorkSource

• Helping the worker proactively participate in and take responsibility for their medical treatment

• Discussing with provider potential interventions to address the workers’ psychosocial risk factors when
appropriate for the case (such as activity coaching or behavioral health services)

• Making sure the worker, employer and relevant stakeholders understand next steps

• Meeting on-site to engage the employer and treating providers to discuss return-to-work strategies and
tools, including but not limited to, job modifications, new jobs and return-to-work incentive programs
such as the Washington Stay at Work and Preferred Worker Programs

VRCs (3) Prevent Unclear Return to Work Expectations by, but not limited to:
• Using a worker centric approach to establish rapport and build trust to help the worker identify why it’s
important for them to return to work and what needs to happen to accomplish their goals

In supporting these efforts, proactive interaction with all necessary stakeholders is crucial

Examples of interactions include:
• Meeting(s) face to face* with the worker with follow-up communication in the form best suited to the
worker’s needs

• Meeting(s) on-site* with the employer of record with follow up communication as needed

• Having job modification conversations with the worker and the employer

• Having preferred worker conversations with the worker and the employer and assisting both
stakeholders with application processes as needed

• Discussing Washington Stay at Work with the employer and assisting with the application process as
needed

• Providing clear documentation for the worker and the department

* DUE to COVID-19, these activities need to be completed as is safe and consistent with state guidance on safe interactions

Updated 9/16/2021 9
Appendix
Firm manager training requirements To receive State Fund referrals, firm managers must
attend a new firm orientation and review the training
materials listed below. To request your orientation
session, contact the Vocational Firm Quality
Assurance Team at
[email protected]

Required training
• Vocational Recovery Reference Manual
• Vocational Firm Quality Assurance Plan
• Quality Assurance Elements
• Work Disability Prevention 101 (video
learning module)
• Vocational Recovery Plan (video learning
module)
• Beyond the Injury: Beyond the Pain (video
learning module)
Note: Firm managers should regularly monitor L&I’s
website and review all emails from the department to
ensure they and their staff keep up to date on best
practices for helping workers heal and return to work

MARFS Chapter 30 – Quality Assurance Vocational services providers must use the codes
listed in this chapter to bill for services

QA reporting template contents Firms will track QA data on vocational recovery
referrals. The QA data should be tracked and
submitted for each month in the reporting template
linked here

Quality Assurance Elements Quality Assurance Elements are published by the
department and define the measures for applicable
referral types when monthly data is tracked and
reported. The vocational firm will validate how well
the QA elements are being addressed during a firm’s
scheduled validation period

Quality assurance requirements To receive State Fund referrals, firm managers must
ensure their quality assurance representative reads
and understands L&I’s quality assurance
requirements, participates in quality assurance
activities, and communicates with L&I about quality
assurance as required. These requirements include,
but aren’t limited to:
Updated 9/16/2021 10
Read and understand:
• Vocational Recovery Reference Manual
• Vocational Firm Quality Assurance Plan
(firm manager must sign)
• Quality Assurance Elements
Attend and participate in:
• New firm orientation training
• Cohort validation reviews
• Quality assurance meetings with L&I
Send to L&I within required timelines:
• Signed Vocational Firm Quality Assurance
Plan
• Confirmed authentication of VRCs who are
willing and able to meet the expectations
required to accept vocational recovery
referrals

• Quality Assurance Data Reporting
information
• All related quantity assurance
correspondence
• Signed Quality Assurance Plan Addendum(s)
Sending firm and VRC information to L&I Use this chart to find where to send your firm and
VRC information to L&I

Vocational Firm Compliance Management The vocational firm compliance management
process describes the process L&I will follow in the
event a firm isn’t remaining in compliance with the
requirements surrounding these activities:
• Sign and submit the Annual Vocational Firm
Agreement

• Sign and submit the Vocational Firm Quality
Assurance Plan

• Track and submit monthly QA data

• Provide vocational rehabilitation counselor
(VRC) authentication details upon request

• Submit validation documents

• Participate in QA meetings with L&I

• Sign and return QA Plan Addendums

Vocational Intern Supervisor Expectations To create consistency for interns, L&I has set
expectations for supervisors to follow. The
expectations include a phased learning approach to
help interns gain foundational knowledge and build
Updated 9/16/2021 11
skills they need to become proficient as a vocational
rehabilitation counselor (VRC)

Vocational recovery referral validation template Must be submitted within a reasonable amount of
time prior to the scheduled meeting with
representatives from the department

What L&I staff might review during verification Review includes but is not limited to: Listed in
alphabetical order
• All firm VRC feedback list entries
• Billing – for activity frequency, to determine who
performs the work on the claim
• Correspondence in file – claim file notes and
letters for all parties
• Employer’s report of accident/report of accident
(EROA/ROA) – for employer comments on light
duty, how many positions the worker has, length
of employment
• Electronic vocational communications (EVOCs)
for barriers and VR Plans
• Firm assignments to VRCs
• LINIIS screens – Prior vocational services, what
conditions/treatments are authorized, employer’s
risk class history to assist with determination of
likelihood of modified duty, first calls – early
contact team/CM, tie-in claims
• Medical reports – for notation of conversations
with VRCs
• Prior validation
• Progress reports – for documentation of
engagement
• Secure messages from all stakeholders
Updated 9/16/2021 12

On the QA plan. • Outline the vocational firm’s strategy for monitoring and managing vocational rehabilitation counselor (VRC) performance for each referral type. • Track and report monthly …

Download Now

Documemt Updated

Popular Download

• › Visuplan 500 From Zeiss Non Contact Tonometer
• › Vintage Greeting Card Templates Hoover Web Design
• › Victorias Secret Job Application Thevorhcom
• › Version 10 This Document Describes The Email Message
• › Vegetable Planting Guide Po Box 739 Garner Nc 27529
• › Volkswagen Of America 2022 Taos Auto Brochures
• › Volets Roulants Portes De Garage Brise Soleil
• › Vpn Policy Template National Cybersecurity Society
• › Vegetable Varieties For Travis County
• › View And Update Your Personal Info In Employee
• › Varieties Of Heirloom Seeds And Roots For The 1812
• › Vegetable Garden Guide Countryside
• › V Design Program Space Program Room Data Sheets
• › Version Classic Economy 204 Efm
• › Verint Experience Management For Web And Mobile
• › Vima Tunes Player Crack With Serial Key Free Download
• › Volume 1 Of 2 Cutting Parts Catalog Agco Parts And Service
• › Vocational Firm Quality Assurance Plan Washington State
• › Vcs Project Description Template Verra
• › V 32 March 2020 Amazon Web Services

Frequently Asked Questions

Who is responsible for administering the qa plan?

Each firm is required to provide the name of a QA representative, responsible for administering the QA Plan and attending QA discussions with the department, on the signature page of the QA Plan. The QA representative can be the firm owner, manager, or a qualified credentialed vocational rehabilitation counselor (VRC).

When will vocational firms begin tracking plan development and plan implementation?

Vocational firms must begin tracking plan development (PD) and plan implementation (PI) quality assurance (QA) elements in January 2022. Firms will report on the January cohort in March.

What are the requirements for vocational services?

(b) The supervisor must provide proof of a total of five years full-time experience providing, evaluating, analyzing and/or assessing vocational services. For the purposes of this rule, "vocational services" are those defined in WAC 296-19A-010 (2). At least three of the five years must be under Title 51 RCW.

What is lis vocational retraining fund adjustment for july 1?

L&I’s annual vocational retraining fund adjustment for July 1 will increase by 2 percent. With the increase, the retraining fund for plans approved on or after July 1 will be $19,414.34, up from the current $19,033.67. The maximum retraining fund will be updated on L&I’s Plan Development web page on July 1.