After an individual is determined eligible for support services they will be contacted by their personal agent or their county case manager to schedule a transfer meeting. During the transfer meeting the personal agent will explain the history of Full Access and the concepts behind universal access and self-determination. They will go over the initial paper work for Full Access including the release of information and the appointment of a fiscal intermediary. The transfer meeting will usually take about an hour so that the client and family have time to ask questions and the personal agent has a chance to get to know a little bit about the client. At the end of the transfer meeting the personal agent and the client will set up another time to meet. At this point, the county case manager's role becomes that of a support specialist around the client's eligibility for services; the support specialist is still involved in the client's life, but in a more limited way. The personal agent becomes the main contact for support services.
The second meeting between the personal agent and client usually takes place at the client's home between the client, family, personal agent and sometimes providers. At this meeting the personal agent and client want to spend some time trying to get to know one another and start building a relationship. The personal agent uses a tool called the customer survey which is a lengthy list of questions that helps to determine some of the client's goals, dreams, needs, skills, interests and dislikes. Often the process of filling out the customer survey can take more than one meeting or conversation.
At any point, the personal agent and client may organize a person centered planning meeting. This involves the personal agent, client, and the people the client wants to attend such as family, friends, providers, and the support specialist. At this meeting the personal agent and the "circle of support" discuss the client's goals, dreams, needs and what steps need to be taken in order to achieve these goals and dreams. Some of the areas that are covered during a person centered planning meeting include the client's social activities, employment, likes and dislikes, abilities, and home life. The person centered planning meeting can be a unique and critical piece in determining the client's support services.
Finally the personal agent will write up the Individual Support Plan or the ISP. This will explain the short-term and long-term goals of the client, the supports from providers and family, and the budget. The personal agent will then submit the plan for approval and then implement the plan. The personal agent is in charge of reviewing the plan on a set schedule to make sure that the appropriate supports are in place and that the client's goals are being achieved. The client is in charge of directing his or her supports, including authorizing payment for them, and making sure that they report any problems or changes to their personal agent.
The Individual Support Plan will be reviewed once a year on its plan anniversary date. The personal agent will then go over the customer survey with the client again and identify any new goals or other resources. At least twice per year the personal agent will check in with their client to complete a review of how things are going. There will always be ongoing support and case management from the personal agent.