No Wrong Door is a person-centered system and statewide network of partners serving older adults, caregivers, individuals with disabilities, veterans and families. The system allows providers to: work more efficiently, saving time and money; track individuals served across providers; access valuable data.
The No Wrong Door System allows providers, who are serving the same individual, to securely share personal-level data between partners, eliminating the need to collect the same information over and over again. The cornerstone of No Wrong Door is an electronic tool called CRIA (pronounced “cree-yah,” which stands for Communication, Referral, Information and Assistance).
Using CRIA, No Wrong Door partners can make electronic referrals to each other, with the click of a button. With consent, the referral includes all the information needed for the “receiving partner” to begin working with the individual immediately. Just imagine how much time it could save if the information that you normally collect during intake or enrollment, is already at your fingertips. Imagine how much more personal your first meeting could be if you have access to an individual’s background and situation, prior to meeting them. Imagine if you could see a snapshot of the status of all of your referrals at any given time. All of this is possible within No Wrong Door.
Electronic referrals can only be made to other No Wrong Door partners, however all referrals can be made and tracked regardless of the partner status of the receiving agency. CRIA is built with an interface to a statewide “provider database” of over 26,000 programs and services. When a partner searches the database and makes a referral to a “non-partner”, the referral is still tracked within the system. In this way, you can always have a complete record of where and when referrals have been made for the individuals you serve.
The system provides a number of standardized reports on both the individual and agency levels. Furthermore, you can access referral data anytime, and filter and sort it to easily create customized reports and spreadsheets. Data is available to track the status of the referrals you make, whether they have been accepted, rejected, or are still pending. For quality assurance, this data can be filtered by “case manager/care coordinator.” Additionally, aggregate data can be valuable when seeking funding to show referrals by region, service type or population.
No Wrong Door is not another case management system, time management system, or reporting system. Specifically, CRIA is an electronic communication and referral tool. Historically, agencies have made referrals, by phone, fax, and secure email. Think of CRIA as taking the place of these communications tools and providing you with additional benefits. A referral call often leads to voicemail, which then must be documented with notes about your message. If your call is not returned promptly, you must repeat your actions and re-document. CRIA streamlines this process so you only make the referral once – all documentation and tracking is automated. When you make a referral by fax, you receive notification that your fax was successfully sent, but you do not get notification from the agency that they will accept the referral. CRIA offers what we call the “pitch” and “catch” so providers always know that, beyond sending the referral, it actually landed safely in the hands of a provider, who will now take action. Even secure email cannot provide the same efficiencies as CRIA. While email does offer an electronic mode for the referral, each referral is isolated. Referrals in No Wrong Door become part of a bigger picture by feeding a shared record across multiple partners.
The No Wrong Door System operates under the federal guidelines of HIPAA and the state guidelines of the Office of the Attorney General, together overseeing policies for the exchange of uniquely identifiable and personal health information between providers. In order for personal information to be shared in the No Wrong Door System, Virginia’s uniform consent form must be signed by the individual, directing which providers can access the personal information. An automated function in the No Wrong Door System verifies consent was obtained and tracks which partners have consent. It is always an individual’s choice to allow a provider to share or not to share their information. No Wrong Door data is protected by both technology safeguards and partner agreements, governed by the Office of the Attorney General, policies of the Commonwealth, and a Statewide Resource Advisory Council.