What's New for Vocational Counselors

This Counselor Kudo is for vocational rehabilitation counselor (VRC) Debbie Allemand of Eastside Vocational Services. Firm manager, Krista Main, forwarded to us a message from a worker about how Debbie helped them while in plan development services. The message is a great reminder about the meaningful impact vocational services have on workers lives:

Debbie went above and beyond. She frequently checked in on my status via email, phone, and text, ensuring I felt supported every step of the way. She meticulously explained all my options for retraining and provided valuable insights into various programs and courses. She even suggested some courses I hadn't previously considered, broadening my horizons and helping me see new possibilities for my future.

Her consistent support and encouragement made a significant difference in my outlook and overall experience. Debbie's dedication to her job and her genuine concern for my well-being were evident in every interaction. She handled my case with the utmost professionalism and kindness, making a difficult situation much more manageable.

Thank you Debbie for your great work on this case! L&I appreciates each of our vocational partners as they assist workers every day.

The worker in this claim reached a structured settlement. If you need information about the Claim Resolution Settlement Application process, call 360-902-6101 or visit Settle your Claim (Claim Resolution Settlements).

Progressive Goal Attainment Program Informational Webinar on Aug. 20

Aug. 13, 2024

Join us at 12:30 p.m. on Tuesday, Aug. 20, for a no-cost 30-minute Progressive Goal Attainment Program® (PGAP) informational webinar to learn about:

How activity coaching with PGAP can help your clients.
The vital role you play in recognizing the need and facilitating a referral for activity coaching.
How to become an activity coach to meet our current demand across the state.

PGAP is a 10-week structured program that focuses on reintegration of daily tasks for workers who are struggling to resume or maintain an active lifestyle that has been disrupted by their industrial injury.

Early access to this program can improve:

Participation in other treatment
Engagement in their recovery
Return to work outcomes

Learn how to become an activity coach.

Visit www.pgapworks.com to find out how to obtain a PGAP certificate of completion.

For general questions, or if you would like to send your questions ahead of time, please email activitycoaching@lni.wa.gov.

Project HELP webinar registration

July 9, 2024

We’d like to give you a heads-up about registering for the Project HELP webinar set for noon on Wednesday, Aug. 14. Registration for the webinar is now open. This message will be shared with all vocational rehabilitation counselors (VRCs) and interns tomorrow. Please encourage your team members to register and attend the webinar, if possible.

Registered participants with confirmed attendance will receive one continuing education unit (CEU) for CRC and CDMS.

Jessica Gallardo, executive director of Project HELP, will discuss the services the program provides for workers. Project HELP offers unbiased, no-cost assistance with workers’ compensation and is jointly administered by the Washington State Labor Council, AFL-CIO, and L&I. For over 35 years, Project HELP has served as a valuable resource for workers, employers, unions, and vocational counselors. Visit Project HELP’s website at projecthelpwa.com for more information.

Project Help

Date: Wednesday August 14, 2024

Time: Noon – 1 p.m.

After registering, you will receive a confirmation email containing information about joining the webinar.

Topics include:

How Project HELP supports workers and vocational rehabilitation counselors (VRC).
How Project HELP can be a useful resource for VRCs, particularly when facing challenges in worker engagement during the vocational process.
The unique role Project HELP plays in the field of workers compensation in Washington State.

Questions? Email VocRecoveryProject@lni.wa.gov

The Survey Says – Knowing next steps is key

July 5, 2024

In this edition of “The Survey Says,” we highlight that helping workers understand next steps is critical to building a trusting relationship and avoiding delays in return to work. Lack of role clarity and a confusing process can lead a worker to seek legal representation and create needless work disability.

Your efforts to help workers navigate next steps have been recognized and reflected in worker comments. Here’s what they say:

The counselor was invaluable in moving my case along to the next step. After months of issues, surgery, and treading water, they knew exactly what to do and were extremely effective as well as efficient in getting my case back on track.
I knew what would happen, what to do, how and when to do it, and what my options were.
My issues are very complicated, my counselor kept in touch and encouraged continual progress.
Always called to hear my progress and prepare me to what I need to do next.
My counselor was really amazing. I have been dealing with depression. He helped keep me on track with a lot of insights.
My counselor was a constant support, extremely responsive, and aided in getting paperwork moving along. It was comforting to know they had my back.
My counselor was able to get in touch with my claim manager to keep things moving.
My physical challenges and continual limitations hindered progress. She advised and instructed me on processes and made sure I kept my records updated for claim manager reviews.
Helped me to find a psychiatrist which was a great help to me. I am now taking the right medication and have the right psychiatric counselor.
My counselor listens and understands my situation. They are the one who got my case moving in the right direction and communicated with me every step of the way. I cannot put into words just how grateful I am. They saved my life.

Thank you for all that you do to keep workers moving forward.

We will continue to share comments from the worker survey to highlight meaningful counselor engagement.

For questions, email the Vocational Recovery Project.

Reminder: Intern supervisor expectations due July 31, 2024

July 1, 2024

This is a reminder to submit your updated Vocational Intern Supervisor Expectations by Wednesday, July 31, 2024. Send the completed forms to Private Sector Rehabilitation Services (PSRS) at PSRS@Lni.wa.gov.

Intern supervisors use this form to record and report on their interns’ progress in demonstrating the skills developed through observation, participation, and supervised independent practice.

The form is completed and sent to L&I every six months during a person’s internship. This requirement only applies to interns assisting with State Fund referrals.

The supervisor initials and dates each skill the intern has successfully demonstrated. Both the intern supervisor and intern must sign the form.

If you have questions or concerns, email VocRecoveryProject@Lni.wa.gov.

Counselor Kudos: Marti Riemer, Rainier Case Management

June 27, 2027

L&I’s message series, Counselor Kudos, recognizes the exceptional work of vocational rehabilitation counselors (VRC) and interns.

This kudo goes out to Marti Riemer, VRC with Rainier Case Management.

An injured worker sent an email to a firm manager with the following excerpts:

Marti has been the most incredible help I have ever had in my life. I am a veteran and when you have somebody treat you in such a manner, it makes you feel like you’re somebody.
She does truly mean the world to us. She has saved my life, and I would do anything to reward her.

Connecting with workers while they go through a complicated claims process can have profound impacts on their lives.

Thank you, Marti, for having a positive impact on this worker’s life.

Thank you to all other VRCs out there who embrace the worker-centric approach, and proactively addressing barriers to help them move their claims forward.

If you have a kudo to share, please email the Vocational Recovery Project.

Provider Billing Clarification

June 25, 2024

L&I is clarifying whether reimbursements can be made to medical providers for talking with vocational providers.

The Vocational Provider Summit on June 7, 2024 featured a Post-Traumatic Stress Disorder (PTSD) panel with Don Seese, from Washington Department of Veteran Affairs; L&I Assistant Medical Director, Dr. Jennifer Jutte, MPH, PhD; and L&I Deputy Assistant Director for Insurance Services Brenda Heilman.

During the discussion, the panelists encouraged vocational providers to talk with behavioral health intervention and mental health providers about the worker’s goals, needs, and next steps. Medical providers can be reimbursed for communicating with vocational providers as outlined in the Medical Aid Rules and Fee Schedule (MARFS), which identifies and describes the services that qualify for payment, as well as who must perform the services.

In addition, L&I’s educational flyer, “Return to Work is Good Medicine,” was created to help medical providers understand:

The benefits of communicating with vocational rehabilitation counselors (VRCs).
The value L&I places on communication.
That L&I compensates medical providers for their time.

Providing information in the right way at the right time is critical when working with medical providers. Please work with your VRCs to help them understand how the flier can be integrated into a more comprehensive communication strategy with medical providers.

For questions, email VocRecoveryProject@LNI.wa.gov.

Is your report in the claim file?

June 24, 2024

Failure to submit required documentation, such as missing vocational closing reports, may delay claim progress and create payment issues for workers and employers. A fax confirmation is not a guarantee that the document is in the claim file. Vocational counselors are encouraged to regularly check the Claims and Account Center (CAC) to ensure their work products have been successfully received. If a report is not received, the consequences may include:

Delays in claim closure.
Delays in paying permanent partial disability awards.
Overpayments of time-loss benefits.
Employers missing important dates for refund periods.

Each day, L&I receives about 91,000 pages of documentation for imaging and uploading. Despite the high volume, documents are available in the claim file within three days. The error percentage is low, but if documents are lost or uploaded incorrectly, claim managers may not have the information they need to move the claim forward.

The billing and payments policy within MARFS Chapter 30 requires the vocational counselor to confirm closing reports are received in the claim file. However, reviewing CAC for all submitted work products, to identify missing documentation early, is a best practice for vocational counselors.

For questions, email the Vocational Recovery Project.

L&I's Interpreter Scheduling System, WordBridge, Goes Live June 17

June 17, 2024

After June 17, WordBridge must be the only method of securing an in-person interpreter. If you are unable to secure an interpreter through WordBridge, you may use the phone interpreter services provided by CTS Language Link. Medical and vocational providers can request on-demand, telephonic interpreter services through CTS Language Link through July 31^st, 2024. Call one of the phone numbers below and have the claim ID and other necessary information ready.

Medical Providers: 877-626-0678

VOC Counselors: 844-303-7212

Activity Coaches: 844-303-5430

interpretingWorks will provide services for L&I through midnight today, June 14.

This weekend, June 15 and 16, contact an L&I on-demand interpreter directly. You may find a list of approved L&I interpreters on our website or by calling CTS Language Link.

L&I has heard valuable feedback over the last couple of weeks about the transition to the new system specifically, the need to have additional access points for medical and vocational providers to access interpreter services. As a result, SOSi will be rolling out a phone line for on-demand, offsite phone interpretation services. We will be sending a communication in the next month with more detail.

Instructions for providers who already set up a WordBridge account

If you responded to L&I’s request for information, SOSi has created your account in their system and the link to the WordBridge system is available in My L&I. Please complete the WordBridge approval process:

WordBridge Authorization Process for Requestors.

You can access the link (step 3) by selecting the down arrow next to your name on the top right corner of your My L&I dashboard. Then select +Get More Access, select medical or vocational provider, click continue, don’t enter the provider ID or NPI, under "Tasks you can do right away" you will see the link to “Schedule an Interpreter for an Appointment with a Patient.”

The authorization process may take up to two business days. SOSi will notify users via email when you are approved for access and can start booking requests for dates of service after June 17.

Instructions for providers who don’t have a WordBridge account

Please ensure that all users/requestors are registered in My L&I. Then, contact the L&I interpretation services team at Interpretation@Lni.Wa.Gov to complete a one-time intake form necessary to set up your account in the WordBridge system.

WordBridge training for providers

SOSi posted the training materials on their WordBridge page: Provider Instructions - wordbridge.io.

Contact SOSi for registration questions or concerns at:

Email: Support@wordbridge.io
Phone: 1-888-224-0126

You may also reach out to L&I’s Interpreter Services program at Interpretation@Lni.Wa.Gov

Vocational retraining fund adjustment – 2% increase

June 11, 2024

L&I’s annual vocational retraining fund adjustment for July 1, 2024 will increase by 2%. The retraining fund for plans approved on or after July 1, 2024 will be $20,602.66 (up from the current $20,198.68).

The adjustment is based on tuition information from the Washington State Board for Community and Technical Colleges, and the average cost of a two-year retraining plan.

The amount of the maximum training fund applies after the plan’s approval, regardless of whether a worker chooses Option 1 or Option 2.

The “Maximum retraining fund by year” table in the Guide to Retraining Plans will be updated on July 1, 2024, to reflect the increase.

Please send questions to the Vocational Recovery Project.

Setting up accounts in the new interpreter system, SOSi

June 10, 2024

WordBridge accounts need to be authorized in order for vocational providers to use the new scheduling system.

Instructions for providers who already set up a WordBridge account
If you responded to L&I’s request for information, SOSi already set up an account in WordBridge for each vocational provider in your firm. If you’re not sure whether your firm responded, please email Interpretation@Lni.wa.gov to confirm that we received your information.

To initiate the authorization process and ensure the ability to schedule appointments before June 17, each user will need to click the link “Schedule an interpreter for an appointment with an injured worker” in My L&I by June 7. Then complete the steps of the WordBridge Authorization Process for Requestors.

The authorization process may take up to two business days. SOSi will notify users via email when you are approved for access and can start booking requests for dates of service from June 17 forward.

Instructions for providers who don’t have a WordBridge account
Please ensure that all users/requestors are registered in My L&I. Then contact the L&I interpretation services team at Interpretation@Lni.wa.gov to complete a one-time intake form necessary to set up your account in the WordBridge system.

WordBridge training for providers
Initial orientation will be conducted remotely via recorded video training and step-by-step user guides. Providers and scheduling staff will be able to access the training materials as soon as they can access the scheduling system.

Contact SOSi for registration questions or concerns at:
• Email: Support@wordbridge.io
• Phone: 1-888-224-0126
You may also reach out to L&I’s Interpreter Services program at Interpretation@Lni.wa.gov.