S2 E5 - The Screening Department

Thousands of calls, emails, website inquiries, and faxes come into COAAA each month. For individuals seeking information and assistance, there is a team at the agency ready to offer support. Learn how the screening team provides and educational and supportive environment from Marikate Leavens, Screening and Pre-Admission Review Manager, and Chelsee Russell, Screener. Key Takeaways1. The screening department of COAAA faces challenges in handling a large volume of waiver referrals and programs, both internally and externally.2. They request patience from clients and encourage them to ask questions while assuring them of their commitment to helping as much as they can.3. The department shows care and compassion when dealing with individuals in crisis and provides support and guidance for navigating complicated systems.4. Staff members in the organization are responsible for different aspects of scheduling and coordination, handling referrals from various sources with strict timelines for response."There's a lot of emotion that goes into the phone calls and a lot of emotional support that the screeners provide all the callers."— Mary Kate5. Referrals come in through multiple channels such as phone calls, voicemails, online systems, faxes, and emails, and are handled by different staff members who prioritize and manage them on a day-to-day basis.6. The assessment covers tasks needing help with, health conditions, social determinants of health, level of care, financial eligibility, income, and asset details.7. The income eligibility level for Medicaid is $2,8298. The asset level for Medicaid is $2,000 with a five-year look-back period9. The screening team is tasked with handling referrals for multiple waivers and programs, except for MyCare, and completing LTSQ for scheduling assessments.10. Despite the challenges of handling a high volume of calls and the stress and anxiety it causes, the screening team remains committed to providing comprehensive support to callers."You did everything you could have, should have, would have done, and there's nothing more you could have done."— ChelseaMemorable Moments06:11 The Screening department directs calls for various assistance.08:00 Assessing needs of individuals for care services.13:42 Screeners ask questions, finalize LTSQ, and coordinate assessments.19:06 Limited staff for strict referral schedule challenges.21:03 OGM sends various referrals through different channels.25:22 Grateful for those who answer the phone.32:13 Desire for authentic job satisfaction and challenges.36:35 Excited for your new role and improvements.38:50 Managing numerous waiver programs requires a complex referral process.42:02 Handling emotional and dire situations with callers.Let me know what you think of this podcast, as well as any ideas you have for an episode. Email me at [email protected]!Copyright 2026 Central Ohio Area Agency On Aging