Service Authorizations

These are the concerns that were brought up during the testing phase either by CalMHSA or counties involved in the County Workgroup. The counties felt that these issues were minor enough to move forward, feeling that the benefits of the new development outweighed the potential issues. Some are items that will require a design update, and CalMHSA will be putting in this request as deemed necessary, as prioritized against all other enhancement requests.

1. Reviewer list page and widget seem to be working oddly.
   • The My Service Requests – Review/Approval List page should show all requests that were assigned to the logged in user OR assigned to a workgroup the user is associated with. Filters don’t seem to impact this, and requests assigned to a workgroup can only seem to be viewed by making the selection in the widget. Once on the list page, “Apply Filter” seems to clear out this selection. CalMHSA is working with Streamline on a fix.
2. A user with “reviewer” permissions who submits a request can review and approve that request, even though they are not assigned to review the request.
   • We expect that anyone given “reviewer” permissions will not approve requests that they shouldn’t be approving. We are considering making a change where only the assigned staff or assigned workgroup would be able to make edits to the approval tab. The county workgroup indicated that this was very low priority, as the reviewers would generally always be in a position to approve any requests that they can see.
3. Attachment tab allows a reviewer to see more documents than just those attached.
   • When a requester attaches documents to a request, the documents are shown in the list as attached. When a reviewer clicks on one of the documents, the “Attach Documents” window pops up. This is the same window that the requester used to attach documents. The reviewer can see the documents that are already attached and use the window to preview them. However, this does not stop the reviewer from previewing documents that are not attached to the request. We expect that anyone given “reviewer” permissions will us a minimum-necessary method of viewing documents. We are exploring ways to change this functionality so that only the attached documents are visible.
4. Program fields not pushing to the core authorization screen.
   • This is occurring because the core authorization screen requires that a client be associated with a program in order to select that program from the dropdown. CalMHSA is working with Streamline to address this issue. In the meantime, we recommend that reviewers use the Disposition section to add the program that’s being approved and saving this before generating the authorization. This will put the client in requested status for this program, assuming the county is using this functionality.
5. Sending a request back for more information requires all fields to be completed.
   • When a reviewer needs to send a request back to the requester for more information, the reviewer is still required to select a Status, a Status Reason, and an Approved Program. CalMHSA is requesting that this be updated to at least not require an Approved Program. The Status may be changed to Pended and the Reason be selected by the reviewer, which at least makes some sense to indicate that the reviewer has at least reviewed the authorization but needs more information. Leaving this blank may indicate that the reviewer has not even reviewed this request.
6. Add “Submitted” and “Re-Submitted” as rows in the Service Request Widget.
   • The Service Request widget currently only shows statuses in which the requester has an active task. “Pending” means the request hasn’t been submitted yet and “Awaiting Additional Information” means it’s been sent back to the requester for additional information. However, the county workgroup indicated it would be helpful for the user to be able to see “Submitted” and “Re-Submitted” as options as well. These would indicate that the requester has authorizations that have not yet been completed by reviewers.
7. A requester cannot click into the authorization list after submitting to view what was submitted.
   • Once a requester has submitted the request, all fields on the Request and Attachments tabs lock down. This includes the ability to select an authorization from the Auth List section. We are requesting that the radio buttons in the Auth List will be selectable so that a user can see exactly what was requested. They will still not be able to edit the request in any way.
8. Add a unit description once the Auth Code is selected.
   • Auth Codes use “units” which are a combination of units such as “days” or “minutes” and a number. For example, an Auth Code “unit” can be set to “60 minutes”. CalMHSA doesn’t recommend this, but it is available. However, when requesting authorization, the requester does not have any information on what a “unit” is; they simply have to enter the number of units they’re requesting. The county workgroup indicated that it would be helpful to have a label showing what the units are equal to once the Auth Code has been selected.
9. Show more information in the Service Requests for Review/Approval widget.
   • Right now this widget shows the Review Status, which can be either “Initial”, “In Progress”, or “Completed”. This doesn’t take into account the Current Status of each authorization, which may indicate that the request is “Awaiting Secondary Review” or that the Request Status is “Re-submitted”. CalMHSA will be working with Streamline to determine what options really need to be shown on the reviewer’s widget.
10. Justification field isn’t updating.
    • The Justification field is the only field a requester can update when a request is sent back to them for more information. Once re-submitted, the Justification field on the Approval tab is not being updated based on what the requester added. CalMHSA is working with Streamline to fix this issue.
11. Justification field editable on ALL authorizations when sent back.
    • If the requester submitted more than 1 authorization at a time, when the request is sent back for more information, the requester can update the Justification field for all authorizations requested, rather than just the one where more information was requested.
12. A reviewer cannot click into the authorization list after generating an auth to view the details
    • Once an authorization has been generated, the reviewer cannot select the auth from the Auth List. This should be selectable to confirm what was authorized, but not be editable.
13. Review status never seems to be “In Progress”.
    • From testing, the Review Status always seems to be either “Initial” or “Completed”. CalMHSA is working with Streamline to determine when “In-Progress” is valid.