The NY Waiver complexity stems from the diverse set of user and client types that have different needs throughout the workflow. I started this work by laying out the workflow end-to-end, blue squares representing client entry points and purple squares representing users (case managers and SCN Leads). From there we needed to piece together disparate feature sets to address waiver requirements.

We also needed to introduce core pieces of functionality to help identify client social care needs through Screenings and Eligibility assessments. Each form would generate needs based on answers to questions like food insecurity levels or housing situations.

A major part of the waiver requirements was to identify the client's social needs based off of screening answers. First we decided to introduce screening statuses, where needs would be produced only when the client has completed the screening. Each need has associated suggested programs, which can be pre-selected to refine Search results.

Now that the client has identified Needs through the Screening, users need to determine whether the client is eligible for "paid programs" where CBOs can be reimbursed for providing services. We decided to share designs with Screenings for consistency. The complexity of this work was in introducing conditional logic in the form, asking specific questions depending on previous answers. From a design perspective, we ran the risk of the form getting too long, but decided on keeping all questions on the same page as opposed to breaking them into steps so that users could easily reference previous answers.

A completed Eligibility assessment generated suggested paid programs the client could be reimbursed for.

Current Facesheet Design

Once the user has completed the Eligibility Assessment and Screening, they will need to provide services. Above is the overview tab of the face sheet, but it lacks any mention of the social needs identified from the assessments which should inform next steps and the referrals made. Users have requested for a "Care Plan", that allows users to track identified needs and the status of addressing them.

New Face Sheet Client Care Plan

The Care Plan design above would serve as a summary of the needs identified in the Screening and E.A., and can be used to track the statuses of addressing them. The left hand panel shows the identified needs, and on the right are the four major stages of the care journey for each need, including Screening, Eligibility, Referrals, and Invoicing. Each stage has its own set of notifications and tasks where the user can manage them dynamically in one place.