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FFSC EFMP Staff Training
- 1. Exceptional Service for Exceptional People: EFMP Liaison Orientation 1
- 2. Welcome… to Your CNIC Training Hosted by… Professional Development and Training Team 2
- 3. Training Tips Training Tips Mute *6 Hold Dial Back Programs Status Button 3
- 4. We’ll be discussing… What role does FFSC play in the EFMP? What is the EFMP and what do you need to know about it? What are your roles and responsibilities as an EFMP Liaison? What are the resources that will help you do your job? What processes do you need to understand to assist your customers? 4
- 5. Where do you fit in? MTF FFSC CSC EFMP Liaison NPC Service Member BUMED TRICARE Commands 5
- 6. The EFM Program Established in 1987 Ensures availability of specialized services Governed by DoD and DoN instructions 6
- 7. NDAA Requirements Responsibilities: Develop, and update a uniform policy for the DoD regarding military families with special needs. 7 National Defense Authorization Act for FY 2010 Sec. 563. Support for military families with special needs § 1781c. Establishment of an Office of Community Support for Military Families With Special Needs Tasking: Supply staffing to provide for individualized service plans for military families with special needs. Purpose: Enhance and improve DoD support around the world for military families with special needs
- 8. The Purpose EMFP screening and enrollment is used to determine the suitability of service and family members for overseas or remote assignments by identifying special needs Why is screening for overseas and remote duty locations necessary? 8
- 9. Program Eligibility An Exceptional Family Member (EFM) is: An authorized family member of any age Residing with the sponsor Enrolled in DEERS Requiring special medical, mental health or educational services 9
- 10. Program Enrollment Common reasons for enrollment Physical disability Emotional disability Intellectual disability Long-term chronic illness Long-term special educational needs What are the reasons why someone might be hesitant to enroll? 10
- 11. Enrollment Benefits Allows for a flexible assignment process Saves money for the Navy AND the families Decreases the incident of early returns Avoids unnecessary family separation Retains qualified trained personnel Improves the QOL for enrolled families Ensures special care is available What could you do to relieve someone’s concerns about enrolling in the EFM Program? 11
- 12. Enrollment Categories Enrollment Categories are based on: Type and number of specialist and sub-specialists required Frequency of requirements Availability of services Severity of medical and/or educational needs 12
- 13. Categories I - III Category II: Identify duty assignment Needs met by regular MD Uncomplicated school needs Category III: No overseas duty Needs met by specialists Complex school needs Category I: For monitoring purposes Used to inform NPC Update in three years Mild hypertension Seasonal allergies Easy to accommodate educational needs Moderate disabilities Diabetes Type II Asthma Most behavioral and dental health needs Hypertension Mild migraines Eczema Stable ADHD/ADD 13
- 14. Category IV - VI Category VI: Temporary enrollment Short duration Update in 6-12 months Category V: Best to “homestead” Requires specialized care Specific CONUS areas Category IV: Within 50 miles of MTF Requires specialized care Specific CONUS areas Severe lupus Cerebral palsy Chronic heart disease Major depression or other mental health conditions High risk pregnancy Premature infant Undergoing current short-term treatment or counseling Multiple and/or severe disabilities Leukemia Autism Extensive care 14
- 15. You be the judge… Chief Gomez’s son was born with a hearing impairment requiring on-going speech therapy and special education needs. Is Chief Gomez suitable for overseas duty? 15
- 16. EFMP Organizations 16
- 17. FFSC Program Functions 17
- 18. Meet Richard * * Fictional character … real CNIC position! Role: CNIC EFMP Coordinator CNIC HQ EFMP POC and SME Responsibilities: Managing and overseeing the EFMP Being the action officer for operational plans, policy implementation, and program analysis Collecting and reviewing data and conducting quality assurance activities Providing training, resources and support 18
- 19. Meet Anne Role: EFMP Lead Liaison POC and SME for assigned Category 5 region Responsibilities: Coordinating with support agencies Facilitating training for EFM Liaisons Providing exchange of resource information 19
- 20. Meet Chelsea Role: EFMP Liaison Responsibilities: Assisting with enrollment paperwork Identifying and coordinating EFMP resources Setting up a data base of contacts and services Establishing and maintaining cooperative partnerships 20
- 21. What should Chelsea say? 21 YN2 Harris is getting ready for assignment overseas. She has a three-year old son who requires special medical care by a pediatric cardiologist. She asks Chelsea why she should enroll her son in the EFMP. What should Chelsea say?
- 22. What should Chelsea do? It’s 8:00 and Chelsea just got to work. The receptionist calls and says there is a customer at the front desk for her. In Chelsea’s office, the customer tells Chelsea the medical clinic diagnosed her daughter with asthma and the doctor said they needed to enroll in the EFMP. What should Chelsea do? What FFSC program function(s) is Chelsea providing? 22
- 23. The Enrollment Process 23 EFM is identified DD Form 2792, or DD Form 2792-1 completed MTF EFMP Coordinator forwards forms to the CSC Data confirmed and entered into an EFMP database CSC reviews and recommends a category code Detailers use the EFMP data to pinpoint assignments
- 24. Enrollment Paperwork Service member is responsibility Separate forms for each family member Submit in geographic area of residence Must use original forms DD Forms 2792 and 2792-1 Both required for school age children Provide to MTF EFMP Coordinator Keep copies of all paperwork 24
- 26. Resources ECHO Humanitarian Re-Assignment MilitaryHOMEFRONT Military OneSource Respite Program STOMP 26
- 27. Working with your customers 27
- 28. Service Plan 28
- 29. In conclusion… EFMP is a mandatory detailing program Identifies medical, psychological and special education needs Ensures assignment considerations when transferring EFMP Liaisons provide a vital service to assist and support EFM families 29
- 30. Questions? 30
- 31. 31 Getting Your Certificate For questions on the Zeiders Learning Management System, contact: learning@zeiders.com
- 32. Contact Information Ed Roscoe Exceptional Family Member Coordinator Commander Navy Installations Command (919) 499-1455 edroscoezeid@charter.net 32
Notas del editor
- I’d like to welcome you to today’s webinar: Exceptional Service for Exceptional People – EFMP Liaison Orientation.
- Welcome:This CNIC webinar will run approximately 90 minutes and is hosted by the Zeiders Enterprises Professional Development and Training Team. My name is _______________. I am a Learning Specialist (title) with the Zeiders PDTT and I will be your producer (or facilitator) this program. Note: The PDTT producer will introduce the CNIC host/facilitator.
- Training Tips: Whether you are a pro at the webinar training platform or this is your very first one, I’d like to share some tips that can make your training a success. {Click} Mute: We’ve got a large group today so I’m going to ask that you use your mute button whenever you are NOT speaking, to cut down on surrounding noise. {Click} You can engage the mute function by hitting *6 on your phone. To take yourself off of mute, simply press *6 again. {Click} Hold: Please do not put us on hold {Click} because we will hear your hold music or recorded message. {Click} Call Back: If you need to hang up or in case you get cut off, click the gold phone to open the “call my phone” box or to see the number to dial. {Click} Outlook: To improve your computer’s performance today, you might wish to turn off other applications such as Outlook which may affect your connectivity. {Click} Personal Status Button: We often use our personal status buttons, commonly referred to as the “man in the blue shirt” which is located at the bottom left hand side of your screen. By clicking on him you can choose from the menu to raise your hand, agree, disagree, etc.
- We’ll be discussing (agenda)In today’s webinar we will be discussing:{Click} What is the Exceptional Family Member Program and what do you need to know about it? {Click} What role does Fleet and Family Support Center play in the Exceptional Family Member Program? {Click} What are your roles and responsibilities as an EFMP Liaison or EFMP Lead Liaison?{Click} What processes do you need to understand to assist your customers? {Click} What are the resources that will help you do your job?
- Where do you fit in? (WIIFM Statement) Let’s look at how you fit into the Navy’s Exceptional Family Member Program… The Navy's Exceptional Family Member Program (EFMP) is designed to assist sailors by addressing the special needs of their exceptional family members (EFM) during the detailing process. {Click} As a vital piece of this collaborative puzzle, you have the responsibility to provide advocacy and support to EFM families through non-clinical case management, information and referral, education and training and networking and outreach. This webinar will prepare you to do your job by helping you understand the functions and goals of the EFM Program, your responsibilities as an EFMP Liaison/Lead, and the resources available to assist in performing your job. Explain to learners that you will be switching the layout so they will see their screens change.
- The EFM Program {Click} The Exceptional Family Member Program (EFMP) was established by the Department of the Navy in 1987. The program was originally designed to provide eligible children with disabilities, free and appropriate education overseas in the Department of Defense Dependent Schools (DODDS). {Click} The program was later expanded to ensure the availability of specialized services to all authorized family members when sponsors relocate to overseas or isolated duty assignments. Today the Navy’s EFM Program is designed to support families with special needs and assure continuity of care, while also supporting operational readiness. {Click} The program is governed by instruction from the Department of Defense and Department of the Navy. The instructions and governing documents are listed on your resources handout which will be available for download at the end of this session. Note:Bring in Poll #1 Poll #1: The EFM Program serves as a detailing tool that ensures that families are assigned to areas where they can access necessary resources. This is FACT. EFMP enrollment information enables Navy detailers to proactively consider a family member's special need requirements during the assignment process and to pinpoint the assignment to a location with appropriate resources to provide comprehensive medical, educational, community and personnel support to military families with special needs.
- NDAA Requirements Although the Exceptional Family Member Program has been in existence for many years, the National Defense Authorization Act for FY 2010 has established some Department of Defense policies to create uniform procedures for ensuring specialized care and support for military families who have special needs. {Click} Sec. 563. Support for military families with special needs is the section of this 650 plus page Defense Appropriations bill which outlines new policies and requirements for the Exceptional Family Member Program. {Click} § 1781c. Provides for the “Establishment of an Office of Community Support for Military Families With Special Needs” {Click} The purposeof this section of the NDAA bill isto enhance and improve Department of Defense support around the world for military families with special needs. {Click} The bill requires that the DoD develop, and update a uniform policy for the Department of Defense regarding military families with special needs. {Click} Under this bill, each military branch of service is tasked with providing staffing for the development and oversight of individualized service plans for educational and medical support for military families with special needs.
- The Purpose: Meet Chief Gomez and his family. His son was born with a hearing impairment requiring on-going speech therapy and special educational needs. As you can see, Chief Gomez is getting ready to make a move with his family. I wonder how having special needs child will affect where he’s stationed? Well let’s see if our poll question can help us answer that. Note:Bring in Poll #2 Poll #2: The EFM Program prevents active duty service members from deploying or being stationed on a platform that may deploy. This is FICTION: {Click} EMFP screening and enrollment is used to determine the suitability of service and family members for overseas or remote assignments by identifying special needs. It does not prevent Chief Gomez from being assigned to a deploying command. In fact the EFM Program has no impact on the deployment responsibilities of the sponsor. Note: There are several “sticky note” questions used in this section. You can ask the question and have learners chat their answers in the chat pod or ask a learner to read the question and try to answer it. You might also switch it up with each “sticky note” question. {Click}Sticky note question: Why do you think screening – especially screening for overseas and remote duty – is so important? (Answers should include some of the following points. The facilitator should expand on the information as necessary to fully answer the question.) Service and family members who are improperly screened can arrive at overseas, remote duty stations with requirements beyond the capability of local medical, dental, educational, or community resources.
- Program Eligibility: When discussing program eligibility, let’s first define what an exceptional family member is… An Exceptional Family Member (EFM) is defined as: {Click} An authorized family member of ANY AGE (an authorized family member could be a child, a teen, an adult child or even a parent), who is…{Click} Residing with the sponsor who is…{Click} Enrolled in the Defense Eligibility Enrollment Reporting System (or DEERS) and …{Click} Requiring on-going special medical, mental health or educational services not generally available in isolated or overseas location. The EFM Program stipulates that special needs extend to cover wheelchair accessibility, adaptive equipment or assistive technology devices and services.
- Program Enrollment Common reasons for enrollment in the program are: {Click} Physical disability{Click} Emotional disability{Click} Intellectual disability{Click} Long-term chronic illness{Click} Long-term special educational needs (Note: Click after the last line in the list to clear the screen before bringing in poll question #3.) Note:Bring in Poll #3 Poll Question #3: EFMP enrollment is mandatory and required immediately upon identification of a special need. This is FACT. The EFM Program requires mandatory enrollment per OPNAVINST 1754.2D and is required immediately upon identification of a special need. {Click}Sticky note question: Can you think of some reasons why someone might be hesitant to enroll? (Answers should include some of the following points. The facilitator should expand on the information as necessary to fully answer the question.) There may be a reluctance to enroll because of misconceptions that EFMP enrollment may limit assignments and career advancement, or preclude family members from accompanying sponsors on overseas tours. These negative perceptions are not supported by fact. Sailors enrolled in the EFMP have always received equal consideration for accompanied assignments and for promotions. And overseas screening is the same for all families anticipating accompanied orders. If the special needs of the family can be met by the receiving location overseas, an accompanied assignment may be authorized.
- Enrollment Benefits Some of the benefits of enrolling in the EFM Program include:{Click} Enrollment allows a flexible assignment process, it…{Click} Saves money – for the Navy AND the families, it…{Click} Decreases the incident of early returns, it…{Click} Avoids unnecessary family separation, it…{Click} Retains qualified, trained personnel, it…{Click} Improves the quality of life (QOL) for enrolled families and it…{Click} Ensures special care is available. {Click}Sticky note question: What could you do to relieve someone’s concerns about enrolling in the EFM Program? (Answers should include some of the following points. The facilitator should expand on the information as necessary to fully answer the question.) Explain the program and the benefits. Hesitation to enroll is usually based upon lack of knowledge or concerns about their ability to be promoted. You can ensure them that promotion boards are unaware of EFM status and that every effort is made to match the sponsor’s career pattern with the needs of the family. Detailers work diligently to meet the needs of EFMP families – often trying to detail them to fleet concentration areas (like Norfolk or San Diego), so their careers can still progress if they need to remain in one area. And the sponsor can choose to accept an unaccompanied assignment while the family is supported in another location.
- Enrollment Categories:Exceptional family members go through a screening process where they are placed in one of six enrollment categories.These EFMP enrollment categories are based on:Type and number of specialists and sub-specialists required by the EFM, the…Frequency of requirements, the…Availability of services, and the…Severity of medical and/or educational needs Let’s take a closer look at these categories and how these categories affect services and detailing.
- Categories I – III Just a note before we start in on the EFMP categories, there’s a lot of information covered enrollment categories but you don’t have to remember it all or take extensive notes because you will be provided with a handout at the end of this session that includes all this information. So let’s get started… {Click}Category I:Category I enrollment is for monitoring purposes only with no limitation of assignment. This category is used to make the Naval Personnel Command (or NPC) aware that there are mild conditions or that there have issues in the past that are no longer relevant (for example, greater than five years cancer free). Category I enrollees will need to update their status every three years or if their condition worsens. {Click} Here are some examples of Category I conditions: (Note: Don’t read the conditions just refer to them so that learners can read them.) Mild hypertension, Seasonal allergies, Easy to accommodate educational needs {Click}Category II:Category II is used to identify and pinpoint duty stations and assignments where the Navy can ensure that the EFM needs are met. Typically a Category II enrollee can be treated by a general provider (i.e. a regular medical doctor) and don’t require specialized services. This category may also indicate that there are uncomplicated educational needs that need to be addressed. {Click} Here are some examples of Category II conditions: (Note: Don’t read the conditions just refer to them so that learners can read them.) Hypertension, Mild migraines, Eczema , Stable ADHD/ADD {Click}Category III: Category III enrollees are typically ineligible for overseas assignments based on the level of care required by their condition. These enrollees need specialized services that require them to live within three hours of a major medical facility or treatment center. Category III may also indicate that the EFM has a complex or specialized educational need. {Click} Here are some examples of Category III conditions: (Note: Don’t read the conditions just refer to them so that learners can read them.) Moderate disabilities, Diabetes Type II, Asthma , Most behavioral and dental health needs
- Categories IV – VI {Click}Category IV:Individuals in the EFMP Category IV have conditions that require specialized care and treatment. Category IV requires that the EFM live in major medical areas in the continental United States and within 50 miles of a major medical treatment facility. Category IV EFM’s may require special housing needs such as living in single story housing. Like Category III, Category IV can also indicate complex specialized educational needs. There are eight Category IV locations in CONUS which are listed on your resource handout. (Note: You don’t have to go over the CAT IV locations but if asked they are: Groton, CT, Bethesda, MD, Portsmouth, VA, Charleston, SC, Jacksonville, FL, Pensacola, FL, San Diego, CA, Bremerton, WA) {Click} Here are some examples of Category IV conditions: (Note: Don’t read the conditions just refer to them so that learners can read them.) Severe lupus, Cerebral palsy, Chronic heart disease, Major depression or other mental health conditions In addition to the information on your screen, the category locations will be available on your handout at the end of the session. {Click}Category V:The needs of Category V enrollees are highly specialized, complex and severe and require continuity of care best served at CONUS homesteading locations. This category includes provisions for homesteading in an area that can support both sea and shore assignments. Homesteading will not preclude the requirement for sea/shore rotation of the sponsor, nor will it interfere in the unaccompanied assignment of a sponsor, providing the needs of the EFM member are addressed. The five Category V “homesteading” locations are:Norfolk, VA, San Diego, CA, Jacksonville, FL, Bremerton, WA, Washington, DC {Click} Here are some examples of Category V conditions: (Note: Don’t read the conditions just refer to them so that learners can read them.) Multiple and/or severe disabilities, Leukemia, Autism, Individuals with extensive care needs (medical, behavioral and/or educational). {Click}Category VI: Category VI is for temporary enrollments of short durations. Typically the family will remain in one area during the duration of the diagnostics, evaluation or treatment. The need for enrollment is updated between six and twelve months based on condition. {Click} Here are some examples of Category IV conditions: (Note: Don’t read the conditions just refer to them so that learners can read them.) A high risk pregnancy, A premature infant, Someone undergoing current short-term evaluation, treatment or counseling Just a quick pulse check here to see if everyone is comfortable with the information on categories. Be assured that your role is to assist and support EFMP enrollees; you are not required to have extensive medical knowledge or backgrounds. There are central screening committees at three major medical centers who make the decision on which category an individual is placed in. You should, however, have a good understanding of how the different categories impact the needs of that family as that will help you choose appropriate assistance and referrals.
- You be the judge… Let’s go back and consider Chief Gomez and his family again. Remember that we said that his son was born with a hearing impairment requiring on-going speech therapy and special educational needs. Note:Bring in Poll #4 Poll Question #4: Some EFMP enrollees are NOT suitable for overseas duty. Based on poll question #4 _____ percent of you felt that some of the EFMP enrollees were not suitable for overseas duty. This is FACT. {Click}Sticky note question #2: Is Chief Gomez suitable for overseas duty? (Answers should include some of the following points. The facilitator should expand on the information as necessary to fully answer the question.) Based on this information Chief Gomez would most likely not be suitable for an overseas tour of duty accompanied by his family. Overseas, unaccompanied elected tours are still a possibility.
- Navy EFMP Organizations Let’s move on from discussing the types of categories to looking at the main organizations you will work with to help provide the best plan of care for the EFM families you support. {Click}Chief of Naval Operations (OPNAV-135) Program Manager is responsible for:Establishing program policy.Implementing the program.Developing and periodically conducting training and information campaigns to inform command personnel about the EFM program.Monitoring and assessing program effectiveness with regard to Navy families and its mission impact, if any. {Click}Navy Personnel Command (NAVPERSCOM) (PERS-451) is responsible for:Setting EFMP enrollment procedures and coordinating detailing procedures.Establishing and maintaining a database of enrolled service members with EFM and a resource data base.Developing and conducting training and information campaigns and providing service member relocation assistance. {Click}The Bureau of Medicine and Surgery (BUMED) and{Click} Navy Military Treatment Facilities (MTF) are responsible for:Developing policy for healthcare providers and patient administrators to identify and enroll eligible family members in the EFM Program.Maintaining Central Screening Committees comprised of healthcare providers who review completed EFMP applications and recommend disposition to NAVPERSCOM.Identifying an EFMP coordinator at each Navy MTF who will assist staff and service members with the application process and provide necessary enrollment forms.{Click}Commands are responsible for:Assigning an EFMP POC.Maintaining liaison with the local MTF Coordinator to assist in the enrollment process.Conducting EFMP training within the command indoctrination program.Providing general program information.Referring EFMP enrollees as necessary to other organizational POCs or resources (such as the FFSC EFMP Liaison and the MTF EFMP Coordinator). {Click}Fleet and Family Support Centers are responsible for: Hiring and maintaining EFMP Liaison staffing at all Fleet and Family Support Centers.Providing advocacy assistance and FFSC related special needs support to Navy Families.Assisting other EFMP organizations with EFM Program awareness and identification.Networking with community agencies and provide community resource referrals to EFM families.Providing EFMP enrollment information to serviceand family members.
- EFMP Liaison Program Functions Fleet and Family Support Center has specific functions that support the EFM Program. These are: Non-Clinical/ Non-Medical Case Management:Assess each family’s current situation and needs, what services that they are currently using in order to refer or assist as appropriateEducate families on community resources and refer or assist families with assessing themScreen families for eligibility for public and private benefits and entitlements ( Soc Sec, Spec Ed, ECHO)Enter EFMP individual, group and I&R contacts and services in FFSMIS. Information and Referral:Provide information and referral and general program information, to EFM families to meet their specific needs and assist families during the relocation processRefer families to MTF EFMP Coordinators to complete the process of EFMP enrollments and updatesRefer families to installation School Liaison Officers for services related to special education supportMaintain up-to-date accurate EFMP related information, referral, and special needs resource databases. Education and Training:Develop and facilitate an installation program of education and publicity in order to increase awareness of the EFM Program and to stress the importance of EFMP enrollment. Networking and Outreach:Network with local organizations and experts to help assist EFM familiesMaintain contact with community resources to stay informed about changes within your local community servicesNetwork with community resources to let others in the community know who you area where you are and what you do. This aids in collaborative assistance to special needs families.Use a variety of multi-media publications and communication methods to conduct outreach on the EFM Program Now let’s look at some other key roles that come into play in the EFMP Program and process.
- Meet Richard (Be sure to inform learners that “Richard, Anne and Chelsea are fictional names but they areREAL CNIC and FFSC positions.) {Click} Richard’s role is the:CNIC EFMP CoordinatorCNIC Headquarters EFMP point of contact and subject matter expert {Click} Richard is responsible for:Managing and overseeing the EFM Program.Being the action officer for operational plans, policy implementation, and program analysis.Collecting and reviewing data and conducting quality assurance activities. Providing training, resources and support.
- Meet Anne {Click} Anne’s role is the:EFMP Lead LiaisonPoint of contact and subject matter expert for one of the five assigned Category 5 regions (Norfolk, VA, San Diego, CA, Jacksonville, FL, Bremerton, WA, Washington, DC) {Click} Her responsibilities include:Coordinating with support agencies. Facilitating training for EFM Liaisons.Providing exchange of resource information.
- Meet Chelsea {Click} Chelsea is anEFMP Liaison at an installation Fleet and Family Support Center {Click} Her responsibilities are:Assisting EFM families with enrollment paperwork.Identifying and coordinating EFMP resources.Setting up a data base of contacts and services.Establishing and maintaining cooperative partnerships.
- What should Chelsea say? Okay, now that we’ve look at the roles and responsibilities, let’s do a quick role play so you can see it all come together. Ask for a volunteer to read the following scenario. Open the “Chelsea Poll #1.” Have the learners vote for how they think Chelsea should respond to the customer. YN2 Harris is getting ready for assignment overseas. She has a three-year old son who requires special medical care by a pediatric cardiologist. She asks Chelsea why she should enroll her son in the EFMP. What should Chelsea say? Chelsea poll #1: (Check all that apply)It is mandatory that you enroll your exceptional family member in the EFMP.You should enroll to make sure that services are available for your son at the new duty station.Based on your son’s information, you don’t qualify for an overseas tour.It could delay your overseas assignment if you do not enroll. (Answers should include some of the following points. The facilitator should expand on the information as necessary to fully answer the question.) All but answer (c) are acceptable choices. Choices (a), (b, and (d) are all true statements and good choices to help Chelsea to stress why YN2 Richards should enroll. She could also provide additional detail to illustrate the benefits of enrollment. Choice (c) is NOT an appropriate response because it is NOT the role of an EFMP Liaison to provide screening for the EFMP. The military treatment facility (MTF) will initiate the screening process to determine YN2 Richards’ suitability to do an overseas tour of duty. Chelsea has no authority or basis on which to provide this information. Not only could she lead the customer in the wrong direction but ultimately poor information leads not only to loss of confidence in Chelsea but could also lead to loss of confidence or credibility in FFSC. Remember, reliability and credibility are critical for good customer relationships and effective customer service.
- What should Chelsea do? Ask for a volunteer to read the following scenario. Open the “Chelsea Poll #2.” Have the learners vote for what they fill is the best course of action for Chelsea in assisting her customer. It’s 8:00 and Chelsea just got to work. The receptionist calls and says she has a walk in customer for her. Chelsea goes to the front desk to greet the customer and escorts her back to her office. The customer tells Chelsea the medical clinic diagnosed her daughter with asthma and the doctor said they needed to enroll in the EFMP. What should Chelsea do? Chelsea poll #2: (Check all that apply)Tell the customer to go back to the clinic for the formsExplain the EFM Program and the benefits of enrollmentRefer the customer to the MTF EFMP CoordinatorProvide brochures and additional information and schedule an appointment to follow up with the customer (Answers should include some of the following points. The facilitator should expand on the information as necessary to fully answer the question.) All but answer (a) are acceptable choices. It may be important for Chelsea to provide some basic information; she may also refer the customer to the MTF EFMP Coordinator to get the necessary forms or to complete the forms. The customer has a lot to “digest” so Chelsea may want to give her basic information and then provide brochures and schedule a follow up appointment time where they can go the process and resources in more detail. Although the customer may need to go to the medical clinic to pick up forms, Chelsea would not be providing good customer service by just sending her clinic. {Click}Sticky note question: What FFSC program function(s) is Chelsea providing? Answer: If she does all the applicable choices, Chelsea is providing non-clinical case management (answer d), information and referral (answer b) and education and training (answer c) functions of her role as an EFMP Liaison.
- The Enrollment Process Although the MTF EFMP Coordinator will certainly help EFM families finalize and process the paperwork, as an EFMP Liaison or Lead, you will need a good knowledge of how the process works and what paperwork will need to be completed. Let’s start by walking through the enrollment process. By the way, you will receive a handout with this flow chart at the end of the session. {Click}First… Special needs are identified. This could happen in a variety of different ways:Identified during routine healthcare (MTF or TRICARE Health Provider)Self-identified (Service or Family Member)Identified during Suitability Screening (Suitability Screening Coordinator) {Click}Step 1: Refer the service and family member to the MTF EFMP Coordinator who assists with completing DD Form 2792, or DD Form 2792-1. {Click}Step 2: The MTF EFMP Coordinator forwards completed enrollment forms to the appropriate regional Central Screening Committee (CSC), which includes NMC Portsmouth, NMC San Diego and USNH Yokosuka. {Click}Step 3: The CSC reviews the enrollment forms, recommends a category code, and forwards the forms to the Navy EFMP (PERS-45) in Millington, TN. {Click}Step 4: PERS-451 confirms the category code and enters the enrollment data into an EFMP database. {Click}Step 5: Detailers use the EFMP enrollment data to pinpoint assignments to locations with appropriate resources that can address the special needs.
- Enrollment Paperwork {Click} It is the service member’s responsibility to complete and submit all enrollment forms. Even though the MTF EFMP Coordinator will assist with the completion and submission of enrollment forms, you should be very familiar with these forms in order to guide your customers through the enrollment process. {Click} A separate enrollment form is needed for each family member enrolling. {Click} Family members must complete and submit the enrollment forms in the geographic area in which they are living and not the area in which the service member is stationed, as might be the case with geographic bachelors. {Click} Original forms must be used. {Click} The Navy requires submission of both the DD Form 2792 enrollment form and the DD Form 2792-1 for all school-age children. If a child is enrolled in an early intervention program an Individual Family Service Plan (IFSP) must be attached. All children in Special Education should have an IEP attached. {Click} Upon completion of all the enrollment forms, they are provided to the MTF EFMP Coordinator. {Click} Encourage enrollees to maintain additional copies of each form for their personal records.
- Partnership Programs The Navy works in cooperative partnerships to support EFM families. As an EFMP Liaison you will need to become familiar with the roles of the various individuals with who you may partner with or refer customers to. {Click}These may include: Command EFMP POCChaplainCommand Career CounselorCommand Financial SpecialistOmbudsmanMTF EFMP CoordinatorHealth Benefits AdvisorTRICARESchool Liaison OfficerNavy Housing OfficeChild and Youth ProgramsRespite CareEFM Support GroupNavy-Marine Corp Relief SocietyCommunity agenciesOther military EFMP liaisons
- Resources Finally, a large part of the role of an EFMP Liaison is providing information and referral resources. You should work to build and maintain a comprehensive resource data base with the national, military and local resources available to EFM families. The resource handout available at the end of this session will provide you with an excellent starting point for information and referral resources. Some of the ones that you will probably access frequently are: Extended Care Health Options (ECHO)ECHO provides financial assistance and additional benefits for services, equipment or supplies beyond those available through TRICARE Prime, Extra or Standard. Active duty family members who have one of the following conditions may qualify for ECHO benefits:Moderate or severe mental retardationA serious physical disabilityAn extraordinary physical or mental health condition that leaves the beneficiary homeboundMultiple disabilities involving two or more body systems Humanitarian Re-AssignmentThe Navy Humanitarian Reassignment Program can assist in a no-fault transfer or humanitarian reassignment due to an emergency medical condition of a family member. MilitaryHOMEFRONTMilitaryHOMEFRONT is the official source for Department of Defense quality-of-life information. MHF provides families with special needs with information on programs and services both within and outside the military. Military OneSourceMilitary OneSource is a 24-hour, seven-days-a-week; toll-free information and referral telephone service available worldwide to active duty and Reserve military members and their families, deployed civilians, and their families. Navy and Marine Corps Relief Society (NMCRS)NMCRS assists eligible families facing a financial crisis with unpaid medical expenses. Respite ProgramThis program is a partnership between the U.S. Navy and National Association of Child Care Resource and Referral Agencies (NACCRRA) and is specifically designed for Navy families who have children identified as Exceptional Family Members (EFM), category IV or V. EFMP Respite Care will help Navy families with children with special needs by providing 40 hours of respite care per month so they can leave the house, go to an appointment, or just rest, while knowing that their child is well cared for. STOMP (Specialized Training of Military Parents) STOMP is a federally funded Parent Training and Information (PTI) Center established to assist military families who have children with special education or health needs.
- Working with your customers Now that you have all this great information, how will you work with your customers to find out what their needs are and make the appropriate referrals? Let’s go over a few basic concepts that will help you during calls and appointments with your customers. {Click} First, ask open-ended questions to clarify or identify the customer’s problem or issue. Open-ended questions allow for a wide-range of responses and provide an opportunity for the customer to speak freely and tell you more than just the facts about their situation. Listening to the answers of open-ended questions helps you to gather information, clarify your understanding of what is being discussed, and better connect with your customer. After you have identified the concern or issue that has brought the customer to you, your objective is to help identify viable options that can assist them. {Click} Many of the options require referrals to another agency or person. Sometimes a customer may feel like you are “pushing them off” to the referral so you may need to explain why a referral is necessary or why the referral is better equipped to meet their particular needs. {Click} You may want to consider doing a “warm hand-off”. You can use 3-way calling to introduce the customer to the point of contact (POC) at the referral. You can also call the agency, introduce the customer and then hand the phone over. If you use this option, be sure that your customer has the privacy necessary to discuss their personal issues. If the referral is internal to the FFSC, offer to walk the customer to the program workspace and introduce him/her to the appropriate staff member. {Click} The final step is to help the customer make an action plan. Your objective is to...keep the plan simple. You can easily overwhelm the customer, and people experiencing crisis or severe stress might not be able to process large amounts of information or complex plans. Therefore, the simpler a plan is the more likely it is that the customer will follow through with it. If the issue is complex, chunk it into smaller, multiple steps. Help the customer establish priorities. The customer can contact you after completing the each step, for encouragement as well as additional information. Now let’s put it all together this in a final activity. Explain to learners that you will be switching the layout so they will see their screens change.
- Services Plan Congratulations to you all for applying the information in today’s webinar in this final activity. Just one last note on working with your clients to develop a plan of action… As part of the DoD changes for the EFM Program, Fleet and Family Support Center staff will now be responsible for completing an individualized services plan for each exceptional family member. These service plans are essentially information and referral and contact agreements between the exceptional family member sponsor and the EFMP staff at FFSC or other services community service centers. Here is an example of the information that will be part of that plan.
- In Conclusion: We’ve gone over a lot of information today. Let’s pull out a few key points from what we learned today: EFMP is a mandatory detailing program. It…Identifies long term medical, psychological and special education needs. It…Ensures assignment considerations when transferring.As an EFMP Liaison, YOU provide a vital service to assist and support EFM families!
- Questions Ask learners if they have any questions. Thank everyone and invite them to join you for other courses (it’s a good idea to have a list ready so that you can give them course information and dates).
- How to obtain your certificate: Briefly walk through the steps for learners to obtain their certificate of completion from the LMS. First log into the LMS and start on Homepage. Click on the course name from the {Click} “My Courses” block located in the top right of your screen. From Course Page, click on the Certificate Link {Click} located directly below the square with the globe {Click} and blue/green men (you may need to scroll down the page a bit to see it). Once you click on the link you can download and print your certificate.{Click} For any questions on the Zeiders Learning Management System, contact our helpdesk at learning@zeiders.com. Please note that this is NOT a 24 hour hotline but our helpdesk personnel will certainly do their best to get back to you as soon as possible.
- Contact Information (Pull in evaluation in web-link pod and handout file share pod.) Provide your contact information and invite learners to download the course handouts. Also, encourage learners to take our survey by clicking on the web link “Tell Us What You Think”.