109-3          DOCUMENTING SENSITIVE INFORMATION

Staff must not document sensitive information in the eligibility system case note. Although discussing sensitive information with the client may be very important in building a relationship of trust, and may be helpful to the client in gaining perspective, recording information about these issues is not necessary if they do not affect eligibility.

A few examples of sensitive information include, but are not limited to: domestic violence, sexual abuse (including incest, rape, and past abuse), substance abuse (including alcohol, illegal drugs, and addictions to prescription drugs), mental illness, and medical needs. If the client brings up a sensitive issue to the staff, determine if the sensitive issue clearly affects eligibility (for example, claiming good cause for non-cooperation with CSEDChild Support Enforcement Division). If the sensitive issue does not relate to eligibility, do not document the issue. If the sensitive issue relates to eligibility, follow the guidelines below.

How to Document Sensitive Information that Affects Eligibility:

• Carefully document sensitive information. A document containing sensitive information must be included with the case file. Sensitive information must be shred after it has been uploaded to ILINX.
  
  The sensitive information document must include:

• the date of the interaction,
• client name,
• case number(s),
• PIPrimary Information Person's client ID number, and
• first and last name of the DPADivision of Public Assistance caseworker who documented the report.

The sensitive information document will be uploaded to ILINX and categorized as a Confidential Case Note. Alternatively, the information may be recorded on a Report of Contact form (GEN 56AReport of Contact).

Do not input sensitive information in eligibility system (EISEligibility Information System, ARIESAlaska's Resource for Integrated Eligibility Services, ECOSEnergy Community Online System) case notes.

• The issue must be documented as it was stated by the client. Include only factual information. Do not document staff's assumptions about the client and their situation. Observations may also be noted, but staff must be thorough and specify exactly what was observed without expressing any assumptions.
• If necessary, make note of the application date or CANOCase Notes entry that relates to the document. For example, if the sensitive information is for a good cause claim on an application dated 4/9/12, include this information in the document. 
• Save any confidential documents (for example: Confidential Reports of Contact (GEN 56AReport of Contact), anonymous fraud reports, and confidential case notes) in ILINX under "Confidential" classification indicator.
• If the file is requested by another party, staff must redact the sensitive information from the case file before releasing it.