DCAF 101
The core of DCAF and other abortion funds' case management workflow is not that different from other systems requiring a CRM -- patients call a voicemail box, case managers (our users) return their calls and assist patients in navigating the process of scheduling an appointment and raising funds, and after a series of phone calls we issue a voucher to a clinic if they're short on money. If they take advantage of the voucher and complete their abortion, our accounting team logs that as a fulfillment.
1. Initial Contact A patient calls DCAF and leaves a voicemail with their name and callback number. They may also include additional information of use to a case manager, such as how far along they are, when and where their appointment is, etc.
2. Creating the Call List The Case Manager listens to voicemail inbox and creates call list via the DARIA system with patient names, phone numbers, statuses, notes of previous calls if applicable, and appointment date if known. Case managers are able to search the database via partial or full phone number or name. If a patient is already in the DARIA system, they are added to the call list. If they are a new patient, a case manager can instantly add a new patient file to the call list. The call list is able to be rearranged depending on an individual case manager’s preference for triaging call priority.
3. Calling the Patients The Case Manager calls a patient, which is recorded in the DARIA system as either able to reach the patient, left a voicemail, or unable to reach the patient.
If the Case Manager is able to reach the patient, they will talk the patient through intake, fundraising, or pledging, depending on where the patient is in the process. This will include gathering data on the patient’s case, referring the patients to clinics and other funding sources. At the end of the call, if a pledge is not made, the Case Manager will tell the patient their next steps, including confirming they will DCAF back before a pledge can be made.
A patient may go through Steps 1-3 several times before a pledge is made.
4. Pledging If a patient has completed their fundraising efforts, the Case Manager will confirm their information is correct and record a pledge in the DARIA system. In the future, the system will autocreate a pledge form, but currently, Case Managers must handwrite the pledge to be sent.
The pledge is then sent to the appropriate clinic through an online faxing system. The Case Manager will then call the clinic to confirm receipt of pledge.
6. Appointment The patient goes to their appointment and uses the pledge sent by DCAF. The clinic fills out the appropriate information at the bottom of the pledge form and returns the completed pledge to DCAF for payment.
If the patient does not make their appointment for whatever reason, they will call DCAF back and a new pledge will be made.
7. Payment Completed pledge forms are checked against the DARIA system by the DCAF accountant. The case is marked paid and closed. Payment is recorded in DCAF’s ledger and sent to the clinic.