[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-242834-105":53,"doc-detail-242834-en":130},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":123,"head_meta":125,"extra_data":127,"updated_unix":129},105,"en","process-map-screening-tool-new-requests-for-services-calls-to-acl","Process Map - Screening Tool - New Requests for Services (Calls to ACL)","","This document outlines a process map for handling new requests for services through the Access and Crisis Line (ACL). The process begins with an initial call to the ACL, where a screening tool is completed. Based on the screening, a determination is made if a Managed Care Plan (MCP) referral is necessary, or if referrals for Specialty Mental Health Services (SMHS) or Substance Use Disorder (SUD) programs are more appropriate. If an MCP referral is indicated, the process involves identifying the appropriate MCP's contact information, transferring the beneficiary, and sending the screening form. For SUD program referrals, the beneficiary's response to SUD questions on the screening tool dictates the next steps. The process also details the steps for MCP representatives, including notifying ACL reps of issues and collaborating on resolutions. Crucially, the process emphasizes data tracking and feedback loops, involving the retrieval of completed Excel spreadsheets from the Optum portal, and entering applicable identified fields such as referral received date, first available appointment date, first service date, and disposition. The goal is to ensure efficient and effective service delivery and referral management for individuals contacting the ACL.",{"@graph":63,"@context":122},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/process-map-screening-tool-new-requests-for-services-calls-to-acl/242834/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/process-map-screening-tool-new-requests-for-services-calls-to-acl/242834.png","ImageObject",442,249,{"name":88,"@type":89},"Quinn","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-22","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":73},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114,118],{"name":105,"@type":106,"acceptedAnswer":107},"What is the initial step when an individual contacts the Access and Crisis Line (ACL) for a new service request?","Question",{"text":108,"@type":109},"The initial step is to complete the screening tool to assess the caller's needs and determine the appropriate course of action.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"What happens if the screening tool indicates a Managed Care Plan (MCP) referral is needed?",{"text":113,"@type":109},"If an MCP referral is needed, the ACL representative identifies the MCP's contact information, offers a referral, and sends the screening form to the MCP via email or fax. For immediate transfers, a warm transfer to the MCP is performed.",{"name":115,"@type":106,"acceptedAnswer":116},"What information is recorded in the Excel spreadsheet as part of the process?",{"text":117,"@type":109},"The applicable identified fields entered into the Excel spreadsheet include the referral received date, the first available appointment date, the first service date, and the disposition of the referral.",{"name":119,"@type":106,"acceptedAnswer":120},"How are issues between the MCP representative and the ACL representative resolved?",{"text":121,"@type":109},"If an issue arises, the MCP representative notifies the ACL representative via email, and they work together to resolve the matter.","https://schema.org",{"og:url":78,"og:type":124,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":126,"canonical":78},"index,follow",{"doc_id":128,"site_id":56},242834,1790113380,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":88,"user_avatar":133,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":76,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":9,"language":139,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":140,"faqs":141,"seo_title":142,"seo_description":61,"update_tm":143,"read_time":4},962075114765,"https://ap-avatar.wpscdn.com/davatar_a8503ba1806abce46bf441b54a3ca4cd","| Screening Tool-New Requests for Service (Calls to ACL) |  |\n| --- | --- |\n| Access and Crisis Line (ACL) Rep | Managed Care Plan (MCP) Rep |\n| \u003Cbr>Start\u003Cbr>\u003Cbr>\u003Cbr>Initial call to County Access and Crisis Line (ACL) .\u003Cbr>\u003Cbr>\u003Cbr>Complete screening tool.\u003Cbr>\u003Cbr>\u003Cbr>Determination is Managed Care Plan (MCP) referral?\u003Cbr>\u003Cbr>Provide referrals for Specialty Mental Health Services (SMHS) .\u003Cbr>\u003Cbr>\u003Cbr>No\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>Yes\u003Cbr>No\u003Cbr>\u003Cbr>Identify appropriate MCP's central phone number and email/fax.\u003Cbr>\u003Cbr>End\u003Cbr>\u003Cbr>\u003Cbr>Offer referral to SUD program.\u003Cbr>\u003Cbr>\u003Cbr>Did the beneficiary respond affirmatively to SUD questions on the screening tool?\u003Cbr>Yes\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>ACL to inform caller that a referral is being sent to the MCP and that the MCP will reach out on the next business day. Send screening form to MCP via identified email/ fax. \u003Cbr>No\u003Cbr>\u003Cbr>Immediate warm transfer to appropriate MCP via identified central phone number and send screening form to MCP via identified email/fax. Enter applicable identified fields in an excel spreadsheet.\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>Retrieve completed excel spreadsheet from the Optum portal. Complete required feedback loop and continuous data tracking.\u003Cbr>\u003Cbr>\u003Cbr> End  |  |\n|  | \u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>No\u003Cbr>\u003Cbr>\u003Cbr>MCP rep notifies ACL rep via email and work together to resolve.\u003Cbr>\u003Cbr> End \u003Cbr>\u003Cbr>\u003Cbr>Retrieve excel spreadsheet from the Optum portal.\u003Cbr>\u003Cbr>Yes\u003Cbr>\u003Cbr>\u003Cbr>Enter applicable identified fields on the excel spreadsheet.\u003Cbr>[Identified fields include: Referral received date, first available appointment date, first service date, disposition.]\u003Cbr>|","cbCaikwb4FBoQjMu","https://ap.wps.com/l/cbCaikwb4FBoQjMu","pdf",159636,"English","# Screening Tool-New Requests for Service (Calls to ACL)\n## Access and Crisis Line (ACL) Rep\n## Managed Care Plan (MCP) Rep","[{\"question\":\"What is the initial step when an individual contacts the Access and Crisis Line (ACL) for a new service request?\",\"answer\":\"The initial step is to complete the screening tool to assess the caller's needs and determine the appropriate course of action.\"},{\"question\":\"What happens if the screening tool indicates a Managed Care Plan (MCP) referral is needed?\",\"answer\":\"If an MCP referral is needed, the ACL representative identifies the MCP's contact information, offers a referral, and sends the screening form to the MCP via email or fax. For immediate transfers, a warm transfer to the MCP is performed.\"},{\"question\":\"What information is recorded in the Excel spreadsheet as part of the process?\",\"answer\":\"The applicable identified fields entered into the Excel spreadsheet include the referral received date, the first available appointment date, the first service date, and the disposition of the referral.\"},{\"question\":\"How are issues between the MCP representative and the ACL representative resolved?\",\"answer\":\"If an issue arises, the MCP representative notifies the ACL representative via email, and they work together to resolve the matter.\"}]","Process Map - Screening Tool - New Requests for Services (Calls to ACL) | PDF",1789195442]