Case Manager Training

This course is intended to train and assess case managers* on RefugeeMobile and their role in the project. If you are looking for a general RefugeeMobile training - please use the "RefugeeMobile" training.

Learning objectives:

*Points of Contact (POCs) have separate duties.

Introduction

Training Introduction

All case managers are required to complete this RefugeeMobile training. We will ensure that understanding is reached through the use of quiz questions included here. If you are unsure of the answer, you can either click back to the content page, or refer to other RefugeeMobile resources available on the RST Google Drive, such as:

Some training content here includes images. Look for the 'i' in a circle for more information about that image.

In Section 1, you will learn a bit about RefugeeMobile in general. Sections 2 and 3 outline the specific procedures for intake and enrollment into the program.

Please complete all sections and when you're finished, click "Submit" at the top right corner.

Thank you!

What is RefugeeMobile?

RefugeeMobile is a collaboration between RST, Sparrow Mobile, LIRS, and Notre Dame University. 

RefugeeMobile is part of an academic study on refugee integration. This means that we will be comparing clients who get a smartphone ("treatment") through RefugeeMobile with a "control" group who receive standard services.

The Refugee Integration Study (RIS) refers to the overall study between these two groups.

Have you seen the RefugeeMobile webinar? Watch it for a more in depth look at the program: https://recordings.join.me/5kvv9hFVw0Cg1TCf0HopiA

 

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Who is involved?

What is the study trying to accomplish?

What does the treatment group receive?

  • Google Nexus smartphone with pre-loaded apps
  • 6 months of free service (unlimited talk & text + 1GB data)
  • Culturally appropriate customer support
  • Ongoing support and training.

The treatment group is expected to complete a brief survey after 6 months from arrival and a more in depth survey after one year.

What does the control group receive?

The control group will receive regular services from RST. This group serves as a comparison point for the treatment group.

The control group is also expected to complete a brief survey after 6 months from arrival and a more in-depth survey after one year.

Where can you find all the information about the intake process for RefugeeMobile clients?

  • The Site Status Tracker on Google Drive
  • The RefugeeMobile R&P Intake Guide on Google Drive
  • In your RST Employee Handbook

Procedures: Control Group Intake and Enrollment

Section Intro

In this section, we will go through the procedure that R&P case managers must complete to help enroll clients into the control group.

You can find the "cheat sheet" (the step-by-step guide to the intake/enrollment process) on the RST Google Drive here: http://tinyurl.com/RM-IntakeGuide 

Control Procedure Overview

  • Do NOT mention the smartphone to control group clients. They will not be receiving one. They will only have access to standard RST services.
  • Online intake forms should be completed one time. If you aren't sure you've completed an intake for a client, ask your location's POC.
  • Thoroughly explain the consent form so that the client fully understands what is being asked of him/her.
  • If the client agrees, have him/her sign the form, make a copy for their records, and place the signed original in section 6 of their USRP file. Case note the interaction in RMS.
  • If the client declines to participate, do not have them sign any paperwork and case note the interaction in RMS. 

Sparrow Online Intake

Explain Consent and Agreement Forms: Control Group Enrollment

Now, we will go over the control group consent form. You will need to cover these topics with the client thoroughly to ensure they understand what is being asked of them. Once they sign this form, they are considered to be enrolled in the control group.

You can follow along with the actual control group consent form here: http://tinyurl.com/RM-ControlConsent

Why is the client being asked to participate?

Clients are selected to participate because they are an Arabic or Kiswahili speaking adult who is eligible to work in the United States (between the ages of 18-64), and have just been resettled by Refugee Services of Texas (RST).

Control Client Role and Compensation

After the client's written consent has been obtained, they will receive standard RST services.

After six months, they will be asked to complete a brief, text-message-based survey. After one year, the client will be asked to complete an in-depth survey. This survey will take no more than 60 minutes. For completing this survey, you will be given a gift card to a local supermarket in the amount of $20 to compensate you for your time.

They may also be asked to participate in a focus group (an open discussion with a researcher and other refugees). 

Voluntary Participation

Clients do not have to take part in this study. If the client initially enrolls in the study and decides he or she would no longer like to participate, they are free to withdraw at any time. If they wish to withdraw, they should let their caseworker know and they will provide the client with the appropriate paperwork. Clients do not have to give a reason why they are withdrawing from the study and it will not affect any future care they will receive from RST.

Administrative Data Collection & Confidentiality

Part of the research for this study will examine how services provided to clients impact the outcomes of participants. Some of these outcomes will be collected as part of their normal course of business. Examples of these outcomes include: responses to the intake survey; employment data routinely collected by RST; and RST case files.

All of the data being collected will be kept strictly confidential and will not be shared with any other parties.

By signing the consent form, the client will be agreeing to allow the Resettlement Agency to provide this information to the research team. The information given to the researchers will not include any personally identifiable information about the client such as their name, birth date or Social Security number. Instead, the data will be identified by a random 'study ID number' that is unique to a person but contains no information about the person. By doing this, the information you provide cannot be directly linked to your name. 

The State of Texas routinely collects administrative data on enrollment in social service programs and earnings. By signing this consent form, the client will also be agreeing to allow the Resettlement Agency to access this data and provide this administrative data to the research team. The data will not contain any personally identifiable information that would allow the researchers to identify you.

If the client withdraws from this study, the data already collected may not be removed from the study records.

Risks and benefits

There are no anticipated risks to you if you participate in this study, beyond those encountered in everyday life.

The benefits of the study include a gift card for participating in the final survey, and the opportunity to improve the lives of newly arriving refugees in the future.

Questions about the study

If there are any questions about this research study, you or your clients may contact: Prof. William Evans, (574) 631-7039, or Research Associate Brendan Perry, (574) 631-9270, at the University of Notre Dame. If you have a Research Compliance related question, please send an email to [email protected] or call (574) 631-1389.

This concludes the review of the control group consent form. Remember, you'll need to get the client's signature and place the original in their USRP file.

Which university is partnering with RST in the RefugeeMobile study?

  • The University of Notre Dame
  • Texas State University
  • The University of Texas at Austin

Does the client have to participate in RIS/RefugeeMobile?

  • Yes
  • No

How will the client be identified during the study?

  • By social security number
  • By an anonymous study ID number
  • By name and phone number

What do you do for a control group intake?

  • Complete the online Sparrow intake form one time, thoroughly explain the consent and agreement forms and have the client sign, make a copy for the client and place the signed originals in Section 6 of the client's USRP file, case note the interaction in RMS.
  • Complete the online Sparrow intake form, give the client the consent and agreement forms to take home and read on their own, case note the interaction in RMS.
  • Tell the client about the smartphone.

What will the control group client be asked to do?

  • Complete a 6-month and 12-month survey and possibly participate in a focus group
  • Nothing
  • Comply with the Refugee Integration Study or lose access to all RST services

What will the control client receive for participating?

  • A $20 gift card and the opportunity to improve the lives of future refugees
  • A cell phone
  • A $50 gift card

Procedures: Treatment Group Intakes

Section Intro

A case manager's role in the treatment group enrollment is a lot simpler than the control group!

Click next for the overview of your role in this process.

Conducting a treatment intake

  • Online intake forms should be completed one time during R&P intake (or the first home visit - check with your POC). If you aren't sure you've completed an intake for a client, ask your location's POC.
  • If the client currently has a smartphone, ask the client what they plan to do with said phone. The study requires that clients use the RefugeeMobile phone as their primary means of communication. Many times clients will give the old phone to a family member to keep their place in the study, however you must emphasize the importance of using the RefugeeMobile phone primarily.
  • After submitting the online intake form, refer the client to your location's POC for smartphone training the following Friday. Remember that intakes must be completed in order for the client's phone to be activated.

  • If the client declines to participate, do not have them sign any paperwork and case note the interaction in RMS. 

Sparrow Online Intake

  • If the client currently has a smartphone, you or the POC may ask the client what they plan to do with said phone. The study requires that clients use the RefugeeMobile phone as their primary means of communication. Many times clients will give the old phone to a family member to keep their place in the study.
  • After submitting the online intake form, refer the client to your location's POC for smartphone training the following Friday (communicate with the POC to ensure you  have the correct date). Remember that intakes must be completed in order for the client's phone to be activated.

Refer to POC for Training

After you have submitted the online intake, you will need to refer the client to the POC.

The POC will:

  • Review a separate treatment consent form
  • Answer client questions about the study and program
  • Conduct smartphone training and distribute the phone

Don't forget to case note your intake and referral!

What do you do for a treatment group intake?

  • Fill out the online Sparrow intake questionnaire once, refer the client to Hannah or Rachel for smartphone training, and casenote the interaction in RMS.
  • Fill out the online Sparrow intake questionnaire and conduct smartphone training immediately following.
  • Fill out the online Sparrow intake questionnaire once, refer the client to your location's Point of Contact for smartphone training, and casenote the interaction in RMS.

FYI: Phone usage and data collection

If you are not the POC, you do not need to review the agreement information with the treatment group. However, it is good for you to be aware of some of the requirements:

 

While in the study, we ask that the client only use the study phone and no other cell phone.

A mobile tracking application created by Sparrow will be passively collecting data on the voice, data, and text usage of the mobile phone, as well as the applications on the device. None of the content will be observed, only the amount of time each application or function is used. The content of texts and calls with not be accessible to researchers.

The data will be securely collected and stored by the cellphone carrier, Sparrow. Any data collected by the Sparrow-created App will not be monitored in real time, nor used for any purpose outside this study.

We are collecting this data in order to better understand how newly resettled refugees use smartphone technology.  Information collected from the sensors and applications on the mobile phones will be transmitted to a secure server via encrypted, password-protected tunnels to protect the client's privacy.

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Technical Support

Sparrow Mobile employs a "Mobile Mentor" who is fluent in both Arabic and English, in order to provide technical support to clients. If their phone isn't working, they don't understand an app, or have other questions related to their phones or plans, they can contact her.

Which of the following are FALSE?

  • The process for assigning a case to get a smartphone is random.
  • I can put a case in the treatment group if I think they need a phone.
  • The intake form can only be filled out on a computer.
  • The intake form is the same for the treatment and control groups.

What kind of data will RST be receiving from the phone?

  • The client searched for "Food stamp office" in Google
  • The client's bank account password
  • The client called his friend in Egypt using WhatsApp
  • The client used WhatsApp for a total of 30 minutes on Friday

Conclusion of Training

This concludes your case manager training for RefugeeMobile procedures! Please hit the "Home" button below to ensure you have completed all training components. When you're ready, hit the "Submit results" button at the top right of the screen.

Thank you!