B-301: Verification & Documentation Requirements

Boards must ensure that Workforce Solutions Office staff:

  • Track all Noncustodial Parents (NCPs) ordered into the NCP Choices program by creating a TWIST Program Detail and a Choices Online Tracking System (COLTS) record each time an NCP is ordered into the NCP Choices program
  • Accurately document within three business days all activities, services and outcomes (participation, employment and retention) as part of the ongoing case management duties
  • Verify employment and begin employment retention monitoring when an NCP obtains employment
  • Verify and document employment retention each month for six months
  • Report compliance or noncompliance in TWIST and COLTS, and directly to the Office of the Attorney General (OAG) and/or the court, as necessary and appropriate

All Board and Workforce Solutions Office staff must receive training provided by OAG staff prior to accessing the system. TWC staff create and maintain user accounts.

Except as otherwise indicated, Boards may develop their own procedures relating to physical documentation requirements.

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B-302: TWIST Instructions

Documentation in TWIST begins with the creation of a Program Detail for every NCP ordered into the NCP Choices program.

Enter:

  • Program Type code for the NCP Choices program
  • Court Order Date (the NCP was ordered to participate in the program)
  • Case Type (Establishment or Enforcement)
  • Office and Staff fields

After creation of the Program Detail, enter the participant’s characteristics and education information in the Program Summary tab.

On intake, click on the Characteristics tab to enter the participant’s demographic characteristics—gender, ethnicity and offender status.

Click on the Education tab to enter the participant’s education information.

Boards must ensure that Workforce Solutions Office staff track services performed for or provided to an NCP Choices participant by entering the service into TWIST using the Services tab.

Enter NCP Choices fund code “179–NCP Choices” or “195–NCP Choices Peer Demonstration” to indicate the service was provided through the NCP Choices program. TWIST automatically creates periods of participation based on the services a participant receives and when the participant received them.

To add a service:

  1. Click on the Services tab.
  2. Place the cursor below the column heading and right-click.
  3. Select Add or Insert from the shortcut menu that appears.

The Service Information window displays.

At a minimum, fields that must be completed for each service include the following:

  • Service Category—Select the service category.
  • Service—Select the service.
  • Start Date—Enter the start date of the service.
  • Planned End Date—Enter the planned end date of the service.
  • Actual End Date—When the service is completed, enter the actual end date of the service.
  • Completion Reason—Select the reason the NCP Choices participant stopped participating in the service.
  • Comments—Enter comments up to 255 characters.
  • Fund—Enter fund code “179–NCP Choices” or “195–NCP Choices Peer Demonstration” for each service.

To add the NCP program fund detail, right-click in the space below the column headings and then select Add or Insert from the shortcut menu.

Fields that must be completed for each service include the following:

  • Fund—Select “179–NCP Choices” or “195–NCP Choices Peer Demonstration” as the funding source paying for the service.
  • Start—Enter the start date of the funding source pay period.
  • End—When the fund ends, enter the end date of the funding source pay period.
  • *Office 3—Select the Office 3 you want to assign the service.
  • *Staff—Enter the staff person.

*These fields are visible when you scroll to the right in the above screen. Click on the New button to add another service. Click on the OK button when finished.

To add a duplicate service:

  1. Click on the Services tab, then click on the service you want to duplicate.
  2. Right-click in the space below the column headings and select Duplicate Service from the shortcut menu.

TWIST opens a new Service Information window duplicating all of the information from the selected service row except for the Start Date, Planned End Date, Actual End Date, fund Start and fund End. Enter changes and necessary information as appropriate.

B-302.a: Allowable Services

Service # Service Description
1 Occupational/Vocational Training*
2 Basic Educational Skills/ABE*
3 On-the-Job Training*
8 Objective Assessment*
11 Planned Gap in Service
12 Job Search Assistance*
13 Case Managed Job Search*
21 Case Management
24 Counseling*
27 LD Diagnostic Assessment
29 Labor Market Information
30 Workforce Center Orientation*
32 Unsubsidized Self-Employment
37 UI Claims
38 Job Readiness/Pre-Employment Skills*
39 Unsubsidized Employment/Employment Entry*
40 Community Service*
42 Subsidized Employment*
44 English as a Second Language*
45 Mentoring*
47 Unpaid Public Work Experience*
48 Unpaid Non-profit Work Experience*
49 Unpaid For-profit Work Experience*
51 Job Development*
54 GED*
58 Entrepreneurial Training
62 Initial Assessment
68 Employability Development Plan*
69 Group Counseling
84 Short-term Work Readiness Services*
87 Work-based Literacy*
91 Determine Good Cause
138 Bonding Assistance*
139 WOTC Eligibility*
201 Health Care
203 Transportation
204 Housing/Rental Assistance
205 Counseling
207 Other
208 Substance Abuse Treatment
209 Individual Development Account (IDA)
211 GED Test Payment
212 Work-Related Expense
218 Financial Planning Assistance
219 Work-related Incentives

*Indicates a qualifying service to be included in Common Measures performance calculations.
**NCP Choices funds cannot be used to provide family/child care services at this time.

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B-303: TWIST Scheduler

Boards may recommend that Workforce Solutions Office staff use TWIST Scheduler to schedule an NCP for an event or to take action based on his or her participation.

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B-304: TWIST Counselor Notes

One of the most important forms of documentation for the NCP Choices program is TWIST Counselor Notes, where contact, progress and any interaction with the NCP Choices participant are recorded.

Boards must ensure that Workforce Solutions Office staff enter information into TWIST Counselor Notes that is:

  • Clear and easily understood
  • Concise and includes only the facts, keeping the information short and to the point
  • Complete and includes only pertinent information about actions, activities and interactions with the customer
  • Accurate

Example: It is insufficient to note that an NCP works 30 hours in a particular week. TWIST Counselor Notes also must include how the information was verified and the name of the NCP’s employer.

Boards must ensure that for each case, Workforce Solutions Office staff enter the following information into TWIST Counselor Notes:

  • Initial appointment, including order-in date
  • Weekly contact with customers (if unemployed), including appointment dates
  • Phone contacts or attempts to contact
  • Participation hours
  • Change in activities
  • Who—customer’s name and employer’s name
  • What—activity and circumstance reported
  • Where—customer’s work location(s)
  • Why—to verify or document service activities
  • When—the date the activity was reported
  • How—office visit, customer called, case manager called or left message, submitted information to another case manager, etc.
  • Court order date
  • Assessment
  • Participation monitoring
  • Employment information
  • Case closure requests and case closures

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B-305: TWIST Employment Outcomes

Boards must ensure that when a participant obtains employment, Workforce Solutions Office staff enters the information into TWIST Employment Outcomes on a monthly basis, as follows:

  1. Under Menu Selections, select Performance Data.
  2. Click on the Employment Outcomes tab to enter the participant’s employment information.
  3. Place the cursor below the column headings and right-click.
  4. Select Add or Insert from the Shortcut menu.
  5. The Employment Outcome Detail window displays.

Note: The information entered into Service Tracking/Employment outcomes for services “3–On-the-Job Training,” “32–Unsubsidized Self Employment” and “39–Unsubsidized Employment” populates the fields in TWIST Performance Data Employment Outcomes tab.

B-305.a: TWIST Employment Outcome Detail Screen

Boards must ensure that Workforce Solutions Office staff completes the following fields for each record:

  • Source of Wage Data—Select the wage source.
  • Wage Source Desc—Enter description of wage source.
  • Quarterly Earnings—Enter quarterly earnings.
  • Quarter Applied—Select quarter to which earnings apply.
  • Year Applied—Enter year to which earnings apply.
  • Hourly Wage—Enter hourly wage. (Note: To convert a monthly salary into an hourly wage, divide by 173.3. To convert an annual salary into an hourly wage, divide by 2,080.)
  • Hours—Enter number of hours customer is scheduled per week.
  • Date of Verification—Enter date wages were verified.
  • Verified By (First, MI, Last)—Enter first name, middle initial, and last name of the individual.
  • Suffix—Enter suffix of individual verifying the wages.
  • Employer Name—Enter employer’s name.
  • Employer Street Address—Enter employer’s street address.
  • Employer City—Enter employer’s city.
  • State—Select employer’s state. (Note: Select “99–outside the US” if the employer is outside of the United States, unless the employer is in “PR–Puerto Rico” or “VIUS Virgin Islands.”)
  • Zip—Enter employer’s five- or nine-digit zip code.
  • Employer Contact—Enter name of employer’s contact person.
  • Phone—Enter employer’s area code and telephone number.
  • Ext—Enter employer’s telephone number extension.
  • Start Dt—Enter date NCP entered employment.

Click OK.

B-305.b: TWIST Performance Data – Employment Outcomes Tab

To copy WorkInTexas.com Employment Outcomes into TWIST:

Employment outcomes entered into WorkInTexas.com display below the Employer Name, Start Dt, O*NET and NAICS headings. WorkInTexas.com employment outcomes are not stored in TWIST and are only viewable through an interface with WorkInTexas.com that populates when the Employment Outcomes tab is selected.

  1. Select the WorkInTexas.com employment outcome that you want to copy and click on the Copy Selected Row to TWIST button.
  2. The Employment Outcome Detail window displays. Verify that all required information is entered completely and accurately.
  3. Save your changes.

Note: The changes you made on the Employment Outcome Detail window will not be sent to WorkInTexas.com or seen below the WorkInTexas Employment Outcomes heading.

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B-306: NCP Case Files

Boards must ensure that Workforce Solutions Office staff maintains the signed OAG Authorization to Release Information form (available in the Resources section of the COLTS website) in the NCP Choices participant’s individual case file. OAG has the right to request an audit of these forms.

Boards must ensure that Workforce Solutions Office staff maintains hard copies of the following in individual case files:

  • Workforce Participation Agreement
  • Orientation to Complaint Procedures
  • OAG authorization to release information
  • Any other locally developed forms
  • Documents that require a signature, including those that TWIST cannot identify through data entry, such as timesheets or attendance records

B-306.a: Documenting Employment

Boards may use a variety of documentation to support NCP Choices participants’ employment information entered into TWIST. The following describes hard copy documents and other alternatives for obtaining and supporting supplemental records of employment.

Boards may establish standard operating procedures (SOPs) that specify the documents to be used and the process for collecting, documenting, annotating, and preserving the essential data for audit and data validation purposes.

Boards must ensure that SOPs identify acceptable or approved alternatives if the following documents are not available or do not contain the data elements necessary to support the supplemental records of employment, or if there are extenuating circumstances that affect verification of the wage data.

It is recommended that Boards use the following three employer-generated, hard copy documents, which contain some of the required data elements:

  • Pay stubs
  • W-2 forms
  • Internal Revenue Service 1099 forms

Boards must ensure that Workforce Solutions Office staff:

  • Maintains documentation used to support the supplemental records of employment entered into TWIST in the participant’s file for audit purposes and details such information in TWIST Counselor Notes
  • Does not accept verbal documentation (e.g., phone calls) as allowable sources of documentation for employment verification

B-306.b: Tracking Retention

To track retention, Boards must ensure that Workforce Solutions Office staff enters employment outcome records into TWIST for each month in which a customer is employed.

Additionally, Boards must be aware of the following:

  • For an NCP to count toward the Retained Employment performance measure, the most recent employment verification date must be at least six months after the employment start date if the NCP entered employment after being ordered into the NCP Choices program.
  • If the NCP was working when he or she entered the program, the most recent employment verification date must be at least six months after the court order date for that individual to count toward Retained Employment.

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