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18 Important WAServes Terms You Need to Know

Blog Post-At-A-Glance

  1. The definitions of 18 WAServes terms providers need to know.
  2. How the WAServes team monitors these 18 metrics.

Last week, the WAServes team concluded its fall focus group, distributed provider pulse reports, and presented performance against target metrics with network providers. WAServes providers already know about the network’s performance through July 2017.

Now, it’s time to get familiar with WAServes terms. As a WAServes provider, you may want to increase your knowledge and familiarity with the all the WAServes terms used in reports – the following list of terms will help you in your future WAServes network participation.

1. Provider Organizations Trained

Provider Organizations Trained is a metric displaying the number of recruited provider organizations trained by UniteUs on the WAServes web and software platform connecting Veterans and provider organizations.

2. Provider Organizations Onboard, a.k.a., Providers Ready to Receive

The onboarding process is collecting necessary information from a proposed provider, and providing required training to join the network. In order for a provider to be onboarded to the WAServes Network, they need to: 1) complete the online onboarding form; 2) sign the Participation Agreement; 3) receive training/sign the Technology Licensing Agreement, and 4) add the AmericaServes badge to their website.

Service Providers who have completed this process are added to the AmericaServes Network of Providers. After the provider training process, the WAserves team monitors the number of providers onboarded, ready to serve veterans and family members. Currently, there are 72 providers in the WAServes network.

The image below reflects onboarded, active and in-active providers in the network across service categories.

3. Provider Tiles

Provider Tiles refers to the graphics displayed on the Veterans Services Webpage to indicate a provider, which veterans and family members can browse. The providers listed on this page are all providers in training and onboarding. Below is an excerpt from four provider tiles for Aging and Disability Services with the City of Seattle, All American Assistance Dogs, American Red Cross Seattle, and Armed Forces Services Corporation/Magellan Federal.

4. Providers Not Ready to Receive

This provider metric reflects recruited providers not yet trained or accessing the UniteUs platform. UniteUs works with these providers for training sessions, preparing them for the WAServes network.

5. New Providers this week (Application submitted and under review)

Potential providers can discover how WAServes empowers them with the technological and informational resources needed to efficiently and effectively guide veterans to the most appropriate services and resources.

This metric lists recruited providers in the application process and a review by UniteUs. After this step, UniteUs begins training sessions with the provider.

6. Total Clients (cumulative)

A veteran, service member, or military family member who approaches the AmericaServes Network for services. Total Clients is also a WAServes term describing the number of unique WAServes clients – veterans and family members – in the network. The image below shows a snapshot that WAServes clients are predominately 25 to 54 years.

WAServe's Client Base by Age

Read also: 4 Facts About the WAServes Client Base

7. Unique Clients this week

The WAServes team tracks the number of unique clients by week but also monitors this metric by month, quarter, and year.

Read also: Laying the Foundation: A Snapshot of Broad-based WAServes Provider Engagement Report

8. Total Referrals (cumulative)

Referrals request incoming from Network Providers through the WAServes technology platform. The WAServes Coordination Center understands the capacity and eligibility requirements of all Network Providers and facilitates timely, accurate, and appropriate referrals to meet the full range of a veteran, service member, and military family needs.

The Total Referrals metric cites the cumulative number of clients referred to appropriate services across the network since the start of the WAServes – Greater Puget Sound.

Read also: Network Insights: 5 Characteristics To Understand How WAServes Service Cases Are Resolved

9. Unique Service Requests (cumulative)

This metric lists total number of service requests, including multiple requests from one client for two or more services. The image below is an example of service requests ranging from one to multiple requests.

Clients by Number of Service Requests

Read also: Network Insights: 5 Characteristics To Understand How WAServes Service Cases Are Resolved

10. Unique Service Requests this week

Unique Service Requests lists the number of service requests for one week, including multiple requests from one client for two or more services.

11. Closed Cases (cumulative)

Total Closed Cases are services cases closed since the start of the WAServes network. The image below displays a snapshot of service cases open, resolved, and not resolved.

WAServe's Resolution by Type

Read also: Network Insights: 5 Characteristics To Understand How WAServes Service Cases Are Resolved

12. Closed Cases this week

Closed Cases are services cases closed for one week.

13. Top 3 Service Categories

The WAServes team monitors the top three services categories for the week’s service cases. The image below displays a snapshot of WAServes clients across its top service categories.

Top 5 WAServes Service Categories

Read also: We Analysed the Top 5 WAServes Service Categories and Here’s What We Found

14. Open Cases

The total number of services cases still open, being services by WAServes Coordination Center or providers.

Read also: Network Insights: 5 Characteristics To Understand How WAServes Service Cases Are Resolved

15. Created by Network this week

The number of service cases created by a provider organization within the network for one week.

16. Created by Coordination Center this week

The number of service cases created by the WAServes Coordination Center.

17. Providers Creating Referrals

The Providers Creating Referrals is the number of referrals sent by a network provider to the WAServes Coordination Center.

Read also: Network Insights: 5 Characteristics To Understand How WAServes Service Cases Are Resolved

18. Providers Receiving Referrals

The Providers Receiving Referrals is the number of referrals received by a network provider from the WAServes Coordination Center.

These 18 Important WAServes terms will help providers understand WAServes network reports. The WAServes team produces a Weekly WAServes Roll-Up Report, monitoring providers participation and engagement, service requests and referrals, and service episodes by provider and Coordination Center.

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