Case Requests
- Cases come in when someone fills out the “Case Request Form” on the MSHRP website. These automatically filter into the MSHRP clinic inbox. Any case that has the answer as yes for the question “Is this a request for a telephone or video evaluation outside the New York City area through the Remote Evaluation Network (mental health only)?” will be flagged with the “TELEPHONIC” black label in the inbox (see below).
We will designate a person to be in charge of the inbox and assign cases. Thus, if you are not that person, you do not need to worry about checking the inbox daily.
There have been some cases where telephonic cases have not been marked correctly with the “TELEPHONIC” black label; if this happens, one of the main clinic CMs will forward you the case!
- If you ARE in charge of the inbox;
Check the HRP inbox daily to monitor new requests and assign them. All new cases should be assigned within 48 hours of receipt.
Once a telephonic case comes in, please ask them the following two questions before assigning a case number or a fellow CM to find an evaluator:
Where is the client located?
Is there flexibility in the date that they have offered!
From this information, you can gather a lot more information about the client and the case. Some attnys might even add more information - which is always useful!
Intake Process: what to do when you are assigned a case?
Read the request, get a sense of timeline, urgency, and any unique characteristics of the case.
Note: If the client is NOT being represented pro bono, please email the attorney back to check on this. Can say “At this time, our remote evaluation network only works with clients that are receiving pro bono legal representation. If this does not apply to your client, please let us know.”
Note: if they are requesting a physical evaluation and they are requesting a remote evaluation, email the attorney before proceeding to the next step to clarify.
If there are clarifications required and the timeline permits, it is okay to get questions answered before creating a REDCap form. However, always try to add open requests to the Scheduling Dashboard.
Create a new case in RedCap:
Add the case (redcap ID, initials, CM) into the “Scheduling Dashboard” right away. This is where we keep track of our cases progress, and will be a critical tool for communication within our internal CM team.
Email the attorney using the “response to squarespace” email template, filling in the relevant details.
Scheduling a case Part I: Intake and Finding an Evaluator
Once the intake form has been received, you should check the following details before beginning scheduling. Note: Attorneys will not always tell you that they have completed the intake form. For the cases you have been assigned, should check redcap every few days to see if the intake has been received.
a) Target deadline - if this differs from the deadline initially listed in the squarespace request, reach out to the attorney ASAP to clarify and ask if any flexibility on the deadline, noting that greater flexibility (if possible for their case) will likely have an impact on our program’s ability to find an evaluator.
b) Gender preference for evaluator - this is something we always accommodate. In the event that this is not possible and you think that an evaluator not of their preferred gender might be available, feel free to email the attorney and check in about their comfort level.
c) Language and need for an interpreter - if possible, is great to have a language match between evaluator and client, so this should inform outreach.
Age of client - If the client is <18 y.o., will need a child and adolescent specialist or someone with experience with this population to evaluate the client.
Location - We take seriously the commitment to refer clients to regional programs that might be able to facilitate an in-person evaluation, or who might be able to help the client with continuity care needs. If you see a request for an evaluation in an area with a known peer human rights program, should email the attorney to ask whether they have contacted that program for an evaluation. See: General Clinic Policies → Referring cases out for suggested language, peer program list, and other information.
f) Date: Note that cases with very extended deadlines (3+ months away) should be deferred to allow for more urgent cases. In the event that the target deadline is several months out, email the attorney to let them know that you received the intake form, and will be back in touch with them when the affidavit deadline is 1-2 months away to begin scheduling. Would gently remind them to update you if anything about the case or deadline changes, or if they find an evaluation through an alternate channel.
g) Case description and case goals: If this is anything OTHER than a “standard” request, refer to the “Special Cases” section.