Choices Guide – B-200: Case Management

B-201: Case Management

(Revision 10/2016)

Case management is the organization and coordination of formal or informal activities, services and support. It is designed to help individuals become employed and self-supporting through participation in Choices services.

It is recommended that Boards require Workforce Solutions Office staff to have weekly contact with Choices participants that includes the following:

During a case management assessment and in ongoing case evaluations, Workforce Solutions Office staff will sometimes learn of individual or family situations that may impact job search, employment or successful participation in work activities. To help remove barriers to employment, case management involves the following activities:

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B-202: Coordination with HHSC

(Revision 4/2016)

The Texas Workforce Commission’s (TWC) Choices rules, 40 Texas Administrative Code (TAC), Chapter 811  PDF include requirements for coordinated case management to help Boards provide consistent and streamlined Choices services. Boards must ensure that, as part of coordination, Workforce Solutions Office staff has ongoing communication with Texas Health and Human Services Commission (HHSC).

If there is a change in an individual’s status while participating in the Choices program, Boards must ensure that Form H2583, Choices Information Transmittal, is used to notify the HHSC Texas Works Advisor of this status change. Changes in status include the following:

B-202.a: Texas Integrated Eligibility Redesign System 

All nonautomated inquiries regarding the Texas Integrated Eligibility Redesign System (TIERS) must be transmitted by fax or mail to the:

Austin Call Center
P.O. Box 149026
Austin, TX 78714
Fax: 877-447-2839

B-202.b: Requesting/Updating Texas Integrated Eligibility Redesign System (TIERS) Access 

HHSC and the Texas ACCESS Alliance require that all TIERS users be validated by TWC and/or Texas Workforce Solutions staff prior to TIERS access being granted. Texas Workforce Solutions staff and TWC-designated staff listed below are required to confirm that it is appropriate for the requested individual to have TIERS access prior to submitting request forms. 

To request new, update, reset or delete existing TIERS access, the two required access-request forms must be completed and submitted by the appropriate approving entity. Required forms listed below are available on the TWC Intranet in the Forms Library under TWIST.

Approving Entity

Required Forms

Once the access request is confirmed as appropriate, forms should be emailed to by one of the following methods:

Texas ACCESS Alliance staff will contact the accessing user via email to provide new or updated logon credentials.

Texas Workforce Solutions staff and TWC are required to review, on an annual basis, those who have TIERS access to determine if access is still appropriate, given current job duties.

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B-203: Referrals for Community-Based Services

(Revision 10/2016)

Boards must ensure that Workforce Solutions Office staff develops a system for referral to pre- and postemployment services offered by community-based organizations for Choices participants facing higher-than-average barriers to employment. Boards are required to have local agreements or MOUs with organizations that address barriers to employment, such as the following:

Additionally, if an individual is a victim of family violence, Boards must ensure that Workforce Solutions Office staff provides a referral to an individual or agency specializing in family violence issues. 

B-204: Referrals for Faith-Based Services

Boards must provide written notice to Choices individuals who are referred to a faith-based provider to inform them that they are entitled to receive services from an alternative provider if they object to the religious character of the initial service provider. The alternative provider does not have to be a secular organization; it simply must be a provider to which the Choices individual has no religious objection.

Additionally, Boards must define the term “reasonably accessible” and “reasonable period of time” in the notice.

When defining these terms, it is recommended that Boards take into account the following:

Boards may use the following Charitable Choice notice as a guide when developing notices:

Notice of the Right to Alternative Services for Choices Individuals

This notice is to inform you that any providers of Choices services may not discriminate against you on the basis of religion, a religious belief or a refusal to actively participate in a religious practice.

If you are referred to a faith-based organization for Choices services and you object to any religious beliefs or practices the provider requires of Choices individuals, you have the right to be referred to another provider.  You must notify your assigned Choices case manager to be referred to an alternative provider. The referral must be made within 14 days from the date of the request and should be within a reasonable distance from your home or worksite (e.g., no more than 30 miles one way). The new provider must be able to provide the type and level of services that will enable you to attain the same degree of knowledge and skills that you would have attained with your original provider.


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