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Training details travel, telehealth, crisis and no-show rules for Ashland and Bayfield CCS providers
Summary
The session clarified differences between Ashland and Bayfield travel rules, telehealth requirements, crisis response expectations, and the county no-show policy that governs support continuation.
Julie Winter, quality control and improvement coordinator for the Ashland Bayfield County CCS programs, summarized county policies providers must follow regarding travel, telehealth, crisis response and handling of participant no-shows.
Winter described different travel rules in the two counties: in Bayfield County, providers may ride with a participant in a personal vehicle while providing a billable support, provided the time in-vehicle is related to the authorized service. By contrast, Winter said Ashland County policy prohibits providers from riding with participants in personal vehicles under any circumstance. She recommended providers review the travel policy for additional details, including that travel beyond three hours is not covered.
Telehealth rules: Winter said telehealth must use a HIPAA-compliant connection; common consumer services such as FaceTime and free Zoom do not meet the county’s telehealth standard. Telehealth must be real-time audio or audio-and-video; email, text, or voicemail alone do not qualify as telehealth. Winter noted that participants cannot be required to accept telehealth and providers are not required to offer telehealth if they decline in advance.
Crisis policy and documentation: Winter explained CCS is not a crisis-intervention service; when providers encounter a participant in crisis they must help connect the participant to the appropriate crisis resources and document the activity. She said the county’s crisis policy uses two crisis types—basic-needs crises and safety crises—and that staff should consult the policy and the Columbia Suicide Severity Rating Scale when assessing immediate safety risks. Crisis contacts or team notifications must occur within 24 hours.
No-show and non-bill documentation: Winter advised providers to record non-bill notes for cancellations and no-shows so the service facilitator can track engagement and, if necessary, follow the no-show policy. The county’s typical process described in the training is an intervention after three no-shows or late cancellations; facilitators attempt outreach and determine whether supports continue. Documentation of non-engagement is required before supports are administratively ended.
Ending: Providers working across both counties were urged to learn the county-specific travel rules and to follow the telehealth, crisis and no-show policies closely to ensure compliance and continuity of care.
