Virtual Meeting Procedures for CACs

A virtual meeting is an access point and alternate option of communication for clients. This may be a particularly helpful option for some clients with disabilities. Clients have the ability to request virtual meetings with Client Assistance Coordinators (CACs), and CACs have the ability to schedule virtual appointments with clients. Clients can connect to a CAC either at a Transitional Assistance Office (TAO) or on their own device.

If a client requests to schedule a virtual meeting, the CAC must offer to have the accommodation “DTA Initiated – Email Communication (CAC only)” added to their file and the client’s email address verified. Adding this accommodation will allow clients to click on a virtual meeting link sent by email.

Clients have the option to opt-out of this accommodation. Walk-in clients seeking an unscheduled virtual meeting to speak to a worker do not need to have this accommodation added.

See: ADA Accommodations: Client Email Communication

Scheduling Virtual Meetings

When a CAC determines that a virtual meeting is needed, they must schedule one both in BEACON and on Zoom. To do this, follow the steps below:

  1. First, create the appointment in Zoom.
    1. When you open Zoom, click “Schedule.”
    2. Select the date and time for the meeting.
    3. For the Meeting ID, select “Personal Meeting ID.” This is your unique code.
    4. Set a passcode, or leave it random.
    5. Click Save. Zoom will create an event in Outlook with this meeting information for your reference.
  2. Next, open the event in Outlook. Copy the Join Zoom Meeting link, the Meeting ID, and Passcode.
  3. Then, create an appointment in BEACON. Select “Client Assistance Coordinator – Telephone” from the purpose type drop-down box. Select the Date and Time of the appointment. Print the appointment notice locally but do not mail.
    1. BEACON does not print free-form text onto CAC appointment letters. Print the form locally to schedule the meeting in BEACON without confusing the client.

      1. Note: You can also view your scheduled appointments on the CAC Weekly Management report. In the case of a CAC’s absence, TAO managers must monitor CAC scheduled appointments on the CAC Weekly Management report to assign for coverage.

  4. Notify the client of the meeting.
    1. If the client has the “DTA Initiated – Email Communication (CAC only)” accommodation, then send the client an email letting them know that the virtual meeting has been scheduled. If the client has opted out of this accommodation, then call the client to inform them.
    2. Emphasize that the meeting is virtual, will be held on Zoom, and can be accessed online at https://zoom.us/. Include the Meeting ID and Passcode you just copied.
    3. Inform the client that they may use their own device to conduct the virtual meeting, or use a specifically designated computer at any TAO with the assistance of front end staff.
  5. Finally, enter a detailed narrative with the scheduled date, time, location if in-office and communication method – email or phone call.

Remember: Email communication must never include any personal information, like the client’s social security number or date of birth. Do not send attachments; include the link if applicable in the body of the email.

Join the meeting a few minutes ahead of the scheduled time to prepare. If the client is joining from the TAO, you will receive a call from front end staff when the client has arrived to ensure your availability. If the client is joining from home, you will receive no such call.

The client does not need to have the Zoom app on their device to participate; the link will easily open to a browser page with no required installation. The client is not required to use their camera to participate.

Important: Clients with HLS must conduct the virtual meeting in a TAO. A virtual meeting cannot be scheduled by the CAC.
A client with an HLS indicator requesting an accommodation(s) must allow for DTA business to be conducted in-person or by mail. Clients with HLS and/or blocked online services must not be emailed.

See: Schedule Appointment Page - CAC

Procedures for CAC Referrals Requesting Virtual Meetings

If a client walks into a TAO looking to meet with a CAC virtually without an appointment, front end staff will try to connect them to an available CAC. If none are available, a CAC referral will be made for the client, and the CAC will be emailed.

The CAC will review the referral and attempt to contact the client by phone to discuss accommodations and their client’s preferences. If this is unsuccessful, the CAC will schedule a “Client Assistance Coordinator – Telephone” appointment to discuss the CAC referral by phone. Only once contact is made and the need discussed is a virtual meeting to be scheduled.

If the client does not respond and no accommodations can be entered, disposition the pending request as Abandoned following accommodation disposition procedures at Accommodation Special Assistance Disposition Page.

Using Interpreters in Virtual Meetings

If a client requires an interpreter during their virtual meeting, follow procedures in Connecting an Interpreter to a Virtual Meeting. While voice interpreters are available on-demand, video interpreters need to be scheduled in advance. Do so at the time of scheduling the appointment with the client.

Rules and Etiquette

It is important that all workers using virtual platforms to meet with clients follow the procedures listed below to ensure the highest level of service and accessibility possible. These procedures include, but are not limited to, the following: 

  • Never record a meeting.
  • Review any ADA accommodations the client may require and be prepared to accommodate them.
  • Use the Commonwealth of Massachusetts virtual background.
  • Face the camera, and keep your face visible, centered, and well-lit.
  • Test your audio before your meeting begins, and use your headset to prevent background noise or echoing from distracting the client.
  • Offer CART services if closed captioning is requested.
  • Speak clearly and at a moderated pace.
  • Lock the meeting room after everyone has arrived.
  • When using an ASL interpreter, spotlight the interpreter, wait for the interpreter to finish signing to the client before continuing.
  • For clients with limited English proficiency, use an interpreter. Speak to the client (not the interpreter) and allow the client time to respond.

Related Topics

Job Aid: Zoom Etiquette and Accessibility

Job Aid: Zoom – Quick Tips 101

Job Aid: Connecting to Clients Through Zoom

 Last Update: August 3, 2023