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Introduction to New Client

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1. Look on REDCap and read over your client’s file (to see the needs and sensitivities your client has)***

  1. Consider reading the affidavit, too, in Box under the “Asylee Case Files” folder If you need to make a Box account, use your personal Sinai email and say that you are not affiliated with Mt. Sinai (this avoids server confusion)
  2. Click on “Asylee Case Files” folder → go to the “Search Files and Folders” search bar at the top→ type in the case number Command-F does not work
  3. If you do not have access to the affidavit, email Shahood (shahood.fazal@icahn.mssm.edu) and Janet (janet.coleman-belin@icahn.mssm.edu)
  4. If the client is a minor (under age 18) or pregnant, your case is considered sensitive and Dr. Singer will assist. Email Dr. Singer at elizabeth.singer@mssm.edu using your personal folder in the delegated email account access.hrp@icahn.mssm.edu

2. REACH OUT: Reach out to both the client and attorney to introduce yourself and confirm their needs.***

Email the attorney

  1. Use your folder in the delegated email account access.hrp@icahn.mssm.edu
  2. Include the case number in all correspondence

Example:

Subject line: “MSHRP Case #XXX ACCESS”

Hi (attorney’s name), My name is ____, and I'm the ACCESS team member who is working on your client’s case (Case #XXX, initials: XXX). Your client indicated interest in being connected with resources related to (insert from REDCap food access, health insurance, English classes, ongoing mental healthcare, etc.); we want to confirm that these would still be useful and to see if anything else is also pressing at this time. Initials = client initials

Reach out to the client with text or phone call.

  1. If your client doesn’t respond to text, please follow up with a phone call.
  2. Make sure to check if your client is English-speaking. If not, use Google Translate, or call with Pacific Interpreters Pacific Interpreters: (800) 264-1552
  3. When asked for the access code, use Mt. Sinai’s general hospital code: 828099
  4. When asked for your employee number, use your Life Number
  5. When asked say MRN (Medical Record Number) has not been assigned yet
  6. The interpreter will ask if you want them to call the patient. This is usually a good idea since you don’t have to navigate making a conference call.

Sample script for initial text:

Hello (name), this is (your name) from the Mount Sinai Human Rights Program, which provided your evaluation for asylum in (month). We wanted to check in to see how you are doing given the pandemic, especially whether you have enough food, and if you are sick. wait for response and respond accordingly.You also mentioned you were interested in resources related to (insert from REDCap: food access, health insurance, English classes, ongoing mental healthcare, etc.). Is this still the case? Is there anything else we can help you with at this time?

Spanish Hola , esto es del Programa de los Derechos Humanos del Monte Sinaí, que proporcionó su evaluación de asilo en (MONTH). Queríamos ver cómo se va. ¿Tiene suficiente comida? ¿Está usted o un miembro de la familia enferma?

French: Bonjour , je suis du programme des droits de l'homme du mont Sinaï, qui a fourni votre évaluation de l'asile en (mois). Nous voulions voir comment cela se passe pour vous. Avez-vous assez de nourriture? Vous ou un membre de votre famille êtes malade?

Leave a voicemail if they don’t answer

NOTE: Usually clients respond right away and stay in regular contact with you. Sometimes, clients respond right away but then stop responding, and sometimes, clients don’t respond to your initial outreach.