If the agency has the outcome worker and the eligibility worker set up as two separate roles when the client visits the outcomes agency based on a referral, the outcome worker searches the pending referrals for the client and creates the plan. If the agency has the outcome worker and eligibility worker as the same role, the eligibility worker creates the plan directly through Return to Work Outcome Management.
With the exception of the referral, all work an outcome worker does is within a plan. Because agencies have different procedures on what happens at the initial visit, A&T provides flexibility in these procedures. On the initial visit, the agency may wish the outcome worker to complete only the referral. Alternatively the agency may wish the outcome worker on the initial visit to create activities for the client without an assessment or immediately start an assessment which leads to activities.