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Complex Issues and Referrals Training

SMP Complex Issues are defined by the Office of the Inspector General (OIG) as “inquiries that generally require the SMP staff or volunteer to obtain beneficiary personal identifying information and/or detailed information related to the issue, complaint, or allegation in order to conduct further investigation or referral.”

Due to the complicated nature of complex issues and referrals, a significant amount of training is necessary both prior to handling complex issues and for ongoing training. Several types of training are available to SMP staff and volunteers who handle complex issues and referrals:

Training

  Description
Complex Issues and Referrals Training Manual

 
  • The Complex Issues and Referrals Manual has been developed to guide SMP staff and volunteers in the process of managing complex issues and, when necessary, conducting referrals to the appropriate entity for further action.
  • The appendices to this manual provide all of your favorite complex issues job aids, handouts, tip sheets, and more, in one central location.
SMART FACTS Training Page: Complex Issues section SMP staff and volunteers who manage SMP complex issues and make referrals are expected to understand and use SMART FACTS, the SMP tracking and reporting online database.
Complex Issues and Referrals Training Series In addition to the Complex Issues and Referrals Manual and the basic SMART FACTS training described above, a training series is being offered by The Center to provide ongoing, up-to-date training in complex issues and referrals. 

Questions?

For questions about training offered by the SMP Resource Center, SMP staff and volunteers should contact their SMP project director or coordinator of volunteers. SMP project directors may, in turn, contact Heather Flory, Training Manager, SMP Resource Center, for assistance as needed: 877-808-2468, 319-272-2454, hflory@smpresource.org
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