Training Module 1

Module 1: Red Carpet Entry (RCE) Referrals
and Outreach and Reengagement

Module Overview
1.
2.
3.
4.

Learning Objectives
Red Carpet Entry
RCE Referrals
RCE Outreach and
Reengagement
5. Next Steps

Learning Objectives

After taking this training module, you
should be able to…
1.

Identify the core components of RCE

2.

Understand how to refer someone to RCE

3.

Recognize what makes a warm handoff

4.

Understand how to conduct RCE Outreach and Reengagement

VIDEO TRAINING MODULES

4

Who Should Take This Training Module?

RCE
Champions

RCE
Concierges

CTR
Counselors
Internal & External

Organization
Staff
who want to learn
more about RCE
VIDEO TRAINING MODULES

5

Red Carpet Entry

What is Red Carpet Entry?
Red Carpet Entry links newly HIV diagnosed and returning-to-care clients
to HIV primary care at your clinic.
RCE clients should feel that…

They are
welcomed by
staff

They are a top
priority

They have the
support and
resources they
need

Accessing HIV
care is easy and
efficient
VIDEO TRAINING MODULES

7

Benefits of RCE
You
• Access additional
resources to
support your clients’
needs

Your
Clients
• Increase access to
resources your
clients need to get
into and stay in care
• Improve your clients’
health through
antiretroviral therapy
(ART) and consistent
care

Your
Organization

Your
Community

• Improve the rates of
linkage to care and
retention in care

• Increase the rate of
viral suppression
• Reduce the
incidence of new
HIV infections
• Increase the
number of people
with an HIV
diagnosis who are
receiving care
VIDEO TRAINING MODULES

8

The RCE Client Journey
After receiving an HIV diagnosis…
Clients may feel…
•
•
•
•

• Uncertain
Afraid
Overwhelmed • Denial
• Ashamed
Stigmatized
or guilty
Hopeless

Clients may need…
•
•
•
•
•
•

Reassurance
Hope
Understanding
Information
To feel in control
To know their HIV diagnosis
doesn't define them
VIDEO TRAINING MODULES

9

The RCE Client Journey (cont.)
RCE helps address these challenges by:

Empowering clients
to manage their HIV
and stay in care

Opening the door to care,
facilitating personal connections
with the care team, and
demonstrating how easy and
supportive care can be

Connecting patients to
wraparound services to
support their entry into care
and their ability to stay in
treatment
VIDEO TRAINING MODULES

10

The RCE Client Journey (cont.)

VIDEO TRAINING MODULES

11

RCE’s Patient-Centered Approach
Active Client Engagement (ACE)

Warm Handoffs

ACE is a patient-centered approach
to care that...

A warm handoff is a purposeful exchange
between staff members and the client to...

• Shows the client that they matter

• Support the client as an active
participant in their care

• Empowers the client to take control
of their health by staying engaged
in care
• Can be practiced and applied
outside of RCE

• Establish a connection between client
and staff
• Lay a foundation for trust
• Allow the client to ask questions
VIDEO TRAINING MODULES

12

RCE Core Components

VIDEO TRAINING MODULES

13

Pop Quiz
What are the six core components of RCE?
Write down your answer

1.

4.

2.

5.

3.

6.
VIDEO TRAINING MODULES

14

Check Your Answer
What are the six core components of RCE?
Answers
1. A referral network with
partner organizations

4. An RCE Visit within 72 hours of
the client’s referral

2. A discreet phrase to request
RCE service

5. RCE Outreach and
Reengagement

3. An RCE Concierge who
receives referrals

6. ACE and warm handoffs

VIDEO TRAINING MODULES

15

Reflect
1. In your community, what are the characteristics of people with HIV
who have been recently diagnosed or out of care for more than 12
months?
2. What barriers do people have to entering HIV care or staying in
care?
3. What motivates you to implement RCE?
4. How might your organization benefit from RCE?

VIDEO TRAINING MODULES

16

RCE Referrals

RCE Referrals

VIDEO TRAINING MODULES

18

Definition of CTR Counselor
Staff who routinely connect clients to or provide clients with HIV
services.
Internal CTR Counselors are…

External CTR Counselors are…

Housed within your clinic
system such as in a sexually
transmitted disease clinic or
emergency room.

Housed in community-based
organizations such as mental
and behavioral health service
organizations, shelters, or
LGBTQ+ centers.
VIDEO TRAINING MODULES

19

CTR Counselor Referrals
CTR Counselors can refer clients to RCE
by:
• Calling the RCE Concierge with the
client (together in-person)
• Calling the RCE Concierge without
the client
• Walking the client to the RCE
Concierge [Internal only]

Ideally, contact with the RCE
Concierge should be initiated
while the client is onsite.
Once a client leaves, there is
always a possibility that the RCE
Concierge may not be able to
get in contact with them.

VIDEO TRAINING MODULES

20

CTR Counselor Referrals (cont.)
When to call the RCE Concierge with the client:
• If there is a private space to call the RCE Concierge with the client.
• If the client is ready and willing to connect with the RCE Concierge.
• If it is within callable hours (set by the RCE Concierge).
• If the client does not have a reliable way for the RCE Concierge to
contact them.

VIDEO TRAINING MODULES

21

CTR Counselor Referrals (cont.)
When to call the Concierge without the client:
• If there is no private space available to make the call.
• If the client is not ready or willing to connect with the RCE Concierge.
• If it is outside of callable hours (set by the RCE Concierge).

VIDEO TRAINING MODULES

22

CTR Counselor Referrals (cont.)
When to walk the client to meet the RCE
concierge (for internal CTR Counselors only):
• If the clinic is currently open.
• If the client is willing to attend an RCE Visit that
day.

VIDEO TRAINING MODULES

23

CTR Counselor Referrals (cont.)
All referrals should be completed by phone or in person.
Referrals should never be sent by email or paper.

VIDEO TRAINING MODULES

24

Pop Quiz
Which of the following methods can be used to refer clients to RCE?
Select all that apply.

A. In Person

D. Phone Call

B. Email

E. Paper Referrals

C. Text Message

VIDEO TRAINING MODULES

25

Check Your Answer
Which of the following methods can be used to refer clients to RCE?
Answers

A. In Person

D. Phone Call

VIDEO TRAINING MODULES

26

CTR Counselor Referral Scenario 1
Call with the Client

1
The CTR
Counselor
introduces the
clinic and the
benefits of RCE
to the client,
mentioning the
RCE Concierge
by name.

2

3

4

The CTR
Counselor
answers any
questions the
client may
have.

The CTR
Counselor
asks the client
if it is okay if
they
call the RCE
Concierge
now to set
up an
appointment.

The CTR
Counselor
calls the RCE
Concierge
with the client,
and the
Concierge
schedules an
RCE Visit
within 72
hours.

5
The CTR
Counselor gives
the client an
RCE palm card
with the RCE
Concierge’s
contact
information.

VIDEO TRAINING MODULES

27

CTR Counselor Referral Scenario 2
Call without the Client

1

2

3

4

5

Prior to the client
leaving, the CTR
counselor
introduces the
clinic and RCE to
the client,
mentioning the
RCE Concierge
by name.

The CTR
Counselor
answers any
questions the
client may
have and
describes the
referral
process.

The CTR
Counselor
asks for the
best contact
information for
the client.

The CTR
Counselor gives
the client an
RCE palm card
and tells the
client to call the
RCE Concierge
if they aren’t
called in 24
hours.

After the client
leaves, the CTR
Counselor calls
the RCE
Concierge and
gives them the
client’s name
and contact
information.

VIDEO TRAINING MODULES

28

CTR Counselor Referral Scenario 3
Walk the Client to the Clinic
(for internal CTR Counselors only)

1

2

3

4

The CTR
Counselor
introduces the
clinic and RCE
to the client,
mentioning
the RCE
Concierge by
name.

The CTR
Counselor
answers any
questions the
client may
have.

The CTR
Counselor
asks the client
if it is okay if
they walk
together to
the clinic to
start care.

The CTR
Counselor
informs the
RCE
Concierge
they are on
their way to
the clinic.

5
The CTR
Counselor
walks the
client to the
clinic and
conducts a
warm handoff
to the RCE
Concierge.
VIDEO TRAINING MODULES

29

Self-Referrals
Potential clients can self-refer to RCE by:
• Walking into the clinic and requesting “Red Carpet Entry”
• Calling the clinic and requesting “Red Carpet Entry”
Clients may learn of the RCE program through social media or a palm
card distributed by a local partner.

VIDEO TRAINING MODULES

30

Self-Referral Scenario 1
Call-in

1

2

3

4

The client calls
the clinic and
requests “Red
Carpet Entry.”

The front desk
staff recognizes
the discreet RCE
phrase and
forwards the call
to the RCE
Concierge.

The RCE
Concierge
answers the call
and introduces
themself.

The RCE
Concierge
confirms the
client’s eligibility
and schedules
the RCE Visit.

VIDEO TRAINING MODULES

31

Self-Referral Scenario 2
Walk-in

1

2

3

4

The client walks
into the clinic and
requests “Red
Carpet Entry” at
the front desk.

The front desk
staff recognizes
the discreet RCE
phrase and calls
the RCE
Concierge.

The RCE
Concierge informs
the necessary staff
that a client is
waiting.

The RCE
Concierge
confirms client
eligibility and
begins the RCE
Visit.

VIDEO TRAINING MODULES

32

Incorporating Warm Handoffs into RCE Referrals
A warm handoff should be used whenever you introduce the client
to another staff member.
A warm handoff includes…
• A caring greeting (such as a smile and a handshake)
• Exchanging names
• A description of the staff member’s role at the clinic
• An overview of how the staff member will assist the client and
interact with the client in the future
• The current status of the client’s care and information on what
will happen next
VIDEO TRAINING MODULES

33

Try it!
You are a CTR Counselor,
and your client asks how
they can enroll in RCE.

Client: What do
I do next to get
Red Carpet
Entry?

…

What do you say to your
client to conduct a warm
handoff to the RCE
Concierge?
Write down your answer.
VIDEO TRAINING MODULES

34

University Infectious Disease
Clinic has a wonderful team
that will help you with
insurance and other things
that you might need to get
in care. Through Red Carpet
Entry, you can be seen in
just a few days. I’m going to
send Roberta, the Red
Carpet Entry Concierge,
your name and telephone
number. She will call you
tomorrow to answer any
other questions that you
may have and to set up a
time for you to come into
the clinic.
VIDEO TRAINING MODULES

35

Questions about
Medical Care
If a client has a question
about their HIV medical
care at any point in the
referral process, CTR
Counselors should
direct the client to ask
the question at their
RCE Visit.

Client: Can I start
medication when I
go to my
appointment?

CTR Counselor:
You can ask your
provider any
questions that
you have about
your care at your
RCE visit.

VIDEO TRAINING MODULES

36

Summary of Roles and Responsibilities for
Making RCE Referrals
CTR Counselor
• Identifies eligible clients
• Introduces client to the clinic and
RCE
• Refers the client to the RCE
Concierge
• Incorporates warm handoffs
• Provides a client palm card in
case of loss of contact

RCE Concierge
• Receives referrals from CTR
Counselor and self-referrals
• Contacts the client (if referred
without client present)
• Schedules the RCE Visit

VIDEO TRAINING MODULES

37

Reflect
For CTR Counselors:

For Clinic Staff:

1. Is there a private space at your 1.
organization that the CTR
Counselor can use to connect
clients with the RCE Concierge?
2.
2. What client concerns might you
need to address about the
referral process? How can you
address them?

How can your clinic
accommodate walk-in RCE
referrals?
How can the clinic ensure that
the RCE Concierge or a backup
is always available to receive a
referral call?

VIDEO TRAINING MODULES

38

RCE Outreach and Reengagement

RCE Outreach and Reengagement

VIDEO TRAINING MODULES

40

When to Initiate Outreach for RCE Clients
RCE Outreach is initiated when:
• The RCE Concierge is unable to establish contact with a referred
client
• A client does not attend their scheduled RCE Visit with the RCE
Concierge

VIDEO TRAINING MODULES

41

RCE Outreach Process

VIDEO TRAINING MODULES

42

Pop Quiz
When should RCE Outreach and Reengagement be used to contact an RCE Client?
Select all that apply.

A. If the RCE client does not come back to the
clinic after their RCE Visit.
B. If the RCE client does not attend their RCE
Visit.
C. If the RCE Concierge cannot reach a referred
client to schedule an RCE Visit.
VIDEO TRAINING MODULES

43

Check Your Answer
When should RCE Outreach and Reengagement be used to contact an RCE Client?
Answers

B. If the RCE Client does not attend their RCE
Visit.
C. If the RCE Concierge cannot reach a referred
client to schedule an RCE Visit.
VIDEO TRAINING MODULES

44

Engagement Attempts

Phone

Email

Patient
portal

Text
message

VIDEO TRAINING MODULES

45

If Contact Is Made
• Attempt to schedule/reschedule the RCE Visit.
• For CTR Counselors: Attempt to conference in the RCE
Concierge or forward the call to the RCE Concierge so that
the client can reschedule as soon as possible.
• Ask the client why they missed their appointment.
• Attempt to address any barriers, such as transportation
challenges, to attending the RCE Visit.

VIDEO TRAINING MODULES

46

Try it!
You are a CTR
Counselor trying to
connect with Shawn, a
newly diagnosed client
who did not attend his
RCE Visit. On your
second attempt, you
reach him by phone.
What do you say?
Write down your answer.
VIDEO TRAINING MODULES

47

Hi Shawn. This is Maureen from University
Hospital. Is now an okay time to talk? I only
need a few minutes of your time.
Great! Roberta, the RCE Concierge at
University Infectious Disease Clinic, hasn’t
been able to reach you about your RCE Visit. I
want to see if there’s anything I can do to
help you get to your appointment. May I ask
why you missed your RCE Visit? …
VIDEO TRAINING MODULES

48

…It sounds like transportation might be a
challenge. I’m going to connect you with Medical
Transportation Provider. They offer free rides in
your area. [Provide contact information.]
Is now a good time to connect you with the
RCE Concierge to reschedule your visit?
Great! Let me conference Roberta in, and she will
get you rescheduled. Hold on just a moment.

VIDEO TRAINING MODULES

49

Summary of Roles and Responsibilities for RCE
Outreach
RCE Concierge
• Identifies clients who are eligible
for RCE Outreach
• Makes two attempts to engage the
client:
• If contact is established,
reschedule the client’s
appointment and address
barriers that led to the missed
appointment
• If attempts are unsuccessful,
inform the CTR Counselor

CTR Counselor
• Makes two or more attempts to
engage clients who the RCE
Concierge has identified
• If contact is established,
coordinate with the RCE
Concierge as needed to
reschedule the client’s
appointment and address any
barriers that led to the missed
appointment
VIDEO TRAINING MODULES

50

Reflect

1. What existing outreach services at your organization can you use as
part of RCE Outreach?
2. What resources can you refer clients to if there are barriers to
attending the RCE Visit?

VIDEO TRAINING MODULES

51

Summary

Core Components of RCE
1. A referral network with partner organizations
2. A discreet phrase to request RCE service
3. An RCE Concierge who receives referrals
4. An RCE Visit within 72 hours of the client’s referral
5. RCE Outreach and Reengagement
6. ACE and warm handoffs

Referrals to RCE
• Clients can be referred to RCE by the internal or external CTR Counselor
or through self-referral.
• Referrals can be made in person or by calling the RCE Concierge.

VIDEO TRAINING MODULES

54

Warm Handoffs
Warm handoffs should be used throughout RCE to introduce clients to
staff members, whether the staff member is present or not.
They include:
• A caring greeting (such as a smile and a handshake)
• Exchanging names
• A description of the staff member’s role at the clinic
• An overview of how the staff member will assist the client and interact
with the client in the future
• The current status of the client’s care and what will happen next
VIDEO TRAINING MODULES

55

RCE Outreach and Reengagement
The RCE Concierge should attempt to engage clients through RCE
Outreach and Reengagement if:
• The client was referred to RCE but the RCE Concierge cannot make
contact
• The client was scheduled for an RCE Visit but did not attend

VIDEO TRAINING MODULES

56

Next Steps

More Information
For more information about the RCE program, making referrals, or
conducting RCE Outreach, refer to Chapter 3 of the RCE Implementation
Manual.
Begin working on the Readiness Worksheet to help your organization
prepare to implement RCE. The reflection questions in this training will help
guide you.

VIDEO TRAINING MODULES

58

Questions