Service Management supports the provision of programs and services to individuals to achieve a specific goal. Documentation of Service Management activities occurs in an individual’s Service Plan. The Service Plan covers a period when an individual participates in programs and services including employment, training and/or financial supports. The Service Plan is the record of mutual agreement between the Government of Alberta (GoA) and the individual about the specific activities to be undertaken to attain a specific goal.

Multiple GOA Authorized Officials may provide services to an individual concurrently within a Service Plan. Authorized Officials are responsible for monitoring and completing the plan items they add to an individual’s Service Plan. The Authorized Official with the last plan item to complete in a Service Plan is responsible for Service Plan Closure.

Details

Pre-conditions

1. An individual requests programs, services, and/or funding.
2. An Authorized Official ensures that an individual’s registration in Mobius is complete and/or up-to-date, an Integrated Case exists, and an assessment completed to inform and support the Service Plan.
3. An Authorized Official ensures that an active Service Plan exists reflecting the activities an individual will complete to achieve the individual’s defined goals.
   
   

Ongoing Service Management

Authorized Official

1. At each interaction between the individual and the Authorized Official updates to personal information such as education and employment information, address, telephone number and any other changes is to occur.
   1. Note: if the individual is in receipt of Learner Income Support it is best practice to communicate with the Learner Income Support Office prior to making changes to the individual’s personal information to avoid potential negative impacts to their benefits.
2. Update elements of the Service Plan as activities are completed and new activities are agreed to with the individual.
3. At the completion of all activities or a period of inactivity the Authorized Official follows the required steps for Service Plan Closure.

Key Notes:

• There should be only one active Service Plan with one goal (established from the Primary Need identified in the assessment).
  • There may be multiple sub-goals to help achieve a goal.
  • Each sub-goal should only appear once in a Service Plan.
•  Multiple Authorized Officials may work with the same individual, at the same time on different plan items in the Service Plan.
  • Each Authorized Official is responsible for updating and completing their own plan items. Each plan item must have an outcome entered in Mobius.

Exception:

• Do not close a Service Plan with a training sub-goal containing an associated plan item, and a linked ‘product delivery case(s)’ (PDC) until 18 months after the end of the training expected end date.
• Individuals with a Service Plan containing a linked PDC are considered to have exited their Service Plan when not ‘actively engaged’ for more than 18 months.

Related Processes:

Related Policies: