Description: Wisconsin learned the value of follow-up with evidence from consumer satisfaction research. Through consumer satisfaction surveys (including thousands of phone interviews) and site visits to local ADRCs, formal follow-up emerged as a key determinant in customer satisfaction and usefulness of the ADRC experience. They also developed a list of best practices in follow-up from local sites, including implementing policies on follow-up time frames and content. Supervisors assess for consistency by doing spot checks and analyzing follow-up data. The statewide follow-up policy guides staff on when to follow up with customers. ADRCs use an “Action Plan” form with people and their families to document action steps after options counseling. Options counselors fill out the form together with customers and leave a copy with them. Included in this post is the state's follow-up policy as well.

Click here to access the Action Plan form: https://www.dhs.wisconsin.gov/forms/f00888.pdf