ValueOptions® On Track FAQ

If you have other questions, please email us at


What is ValueOptions®;On Track Outcomes?

ValueOptions® On Track is an outcomes management program designed to support providers as they help clients stay "on track" in achieving their goals.  This system is based on the completion of the Client Feedback Form (CFF) by the client at set intervals during the course of receiving counseling services.  This questionnaire, provided to the client by the EAP provider, takes approximately two minutes to complete.  ValueOptions® On Track participation is completely voluntary.

Return to Top

Who can participate in ValueOptions®;On Track?

The On Track Outcomes Program is available to all network providers providing outpatient psychotherapy or counseling services to clients with EAP or commercial behavioral health benefits.

Return to Top

How do I start participating in ValueOptions®;On Track?

Individual clinicians with access to the ValueOptions® ProviderConnect web portal can use the On Track forms and tools by clicking on the program links after they have logged into ProviderConnect at The key to participation is that you administer the Client Feedback Form to your ValueOptions® clients at specified intervals and fax the results to the On Track fax number. That's it!

To begin participating, just follow these simple steps:

  • Login to the ValueOptions®ProviderConnect portal at
    • The first time you use On Track you will be asked to confirm key information used by On Track before being connected to the On Track forms and tools. You must have an email address and an NPI.
    • If you have not registered for ProviderConnect, you will need to do so before you can begin participating in the On Track program. Just click on the "Register" button on the login page to become a new user.
    • On the ProviderConnect home page, click on the link to On Track under “Clinical Support Tools”.
  • Review the email from the Center for clinical Informatics, a ValueOptions® business partner that operates the web site, confirming your registration.

Return to Top

How do I administer the Client Feedback Form (CFF)?

Participating ValueOptions® providers are asked to administer the CFF prior to the first, third, and every third session thereafter (or at the closing session in EAP cases).  The CFF outcomes questionnaire is intended to be administered prior to the session so that the clinician can make use of the information during the session.  The completed CFF should be reviewed by the clinician and faxed to the toll free number (noted at the bottom of the CFF) for analysis.

Some practices ask their receptionist to offer the questionnaire to clients in the waiting room.  If the questionnaires are presented as part of the routine provision of care, clients are typically willing to complete the questionnaire.  It is helpful to convey to clients that the CFF is an opportunity to assess their experience during the course of treatment and provide feedback on how well services are meeting their needs.  The CFF is not mandatory and will not affect the client’s benefits.

To administer the CFF, follow these simple steps:

  • Click on the On Track program links after logging into ProviderConnect at
  • Once connected to ProviderConnect, click on the link "View my Outcomes with On Track" under Clinical Support Tools, then click on the icon labeled "Print an On Track Outcomes Client Feedback Form" for access to your personalized CFFs.
  • Administer the CFF to all new ValueOptions® Clients and, if you choose, your non-ValueOptions® Clients.
    • Enter a unique "Case Number" on the CFF.  This can be any number you choose, but should be used only for one client and be entered on every CFF submitted for that client.  Do not use a Social Security number, phone number, or any other sensitive identifying number.
    • Administer the CFF to new clients before the first and third sessions, every third session thereafter (if needed), and the closing session.
    • The client should return the completed CFF to you at the start of each session.
  • Fax the CFF to 866-408-7240.
    • This is a toll-free, dedicated, confidential fax line.
    • Please check that the information at the top of the form has been completed, and retain a copy of the CFF in the client’s case file.

Return to Top

I am participating in On Track but cannot print my forms or tools.

If you are not able to connect to the On Track website via the ProviderConnect portal, please email us at

Return to Top

Can I use On Track or the Client Feedback Form with my non-ValueOptions® clients?

When providing outpatient psychotherapy or EAP counseling services to any clients with commercial behavioral health benefits, the Client Feedback Form may now be used, if you choose, with any clients who are not ValueOptions® members. Be sure to indicate on the form whether or not the client is a ValueOptions® member.

Return to Top

How do I view my data?

Registered clinicians can view their own outcomes data using the web-based Clinician's Outcomes Toolkit, which contains the analyzed results for their clients.  For clients with more than one CFF submission, it will be possible to monitor change during the course of treatment in comparison to normative benchmarks.  The CFF has a normative database (or benchmark data) which allows actual change to be compared to expected change.  To view your data, just follow these simple steps:

  • Login to for CFF results.
  • Click on the link to "View my Outcomes with On Track" under "Clinical Support Tools," then click on the icon labeled "View On Track Results". This will take you to your Clinician's Decision Support Toolkit and your data.

Return to Top

I submitted a CFF that is not appearing in my Clinician’s Toolkit.

CFF results should appear in your toolkit within one business day, but may take longer if the fax transmission required manual processing. If you do not see a CFF in your Toolkit within 2-3 business days, please send an email to the, noting your NPI, the case number, and date you faxed the form.

    • Before submitting the CFF, double check that the Case Number, Clinician ID (NPI), and Today's Date are entered, and easily readable. The CFF cannot be processed without valid entries in these fields.
    • If faxing multiple CFFs at one time, monitor the fax to ensure that pages don't get stuck together.
    • Make sure your fax machine is sending clear transmissions, without streaks or marks from dirt or dust on the scanning element.
    • Be sure to use the correct fax number for CFFs: 866-408-7240
    • You do not need to send a cover page with your faxes.

Return to Top

How does ValueOptions® use the Client Feedback Form data?

ValueOptions® analyzes the CFF data to identify potential high risk cases and may reach out to treating clinicians on a small percentage of cases to ensure awareness of the risk factors. ValueOptions® may also combine outcomes data from many cases in order to monitor and improve the quality and effectiveness of our services. Individual client CFF data is always treated as confidential information.

Return to Top

What is ACORN and how is it related to ValueOptions®?

ACORN is organized to 1) encourage the use of patient completed outcome measures in behavioral healthcare and related areas of medicine and 2) provide a cost effective information technology infrastructure and an online collaborative environment to facilitate data capture, reporting, clinician feedback, and other processes associated with outcomes informed care.

ValueOptions® has contracted with a data management consultant, the Center for Clinical Informatics, to develop and manage the technical aspects of the On Track program using the ACORN platform.  

Return to Top

How was the Client Feedback Form developed?

More information about the CFF (see document titled Client Feedback Form Information).

Return to Top

If a patient that I have seen in the past is starting treatment again, should I give them the CFF?  Should they be considered a new case?

Yes. You may administer the CFF to existing clients when the client is starting treatment again after a gap in care.  Generally, that gap should be at least 90 days.  A new "Case Number" should be assigned under these circumstances.

Return to Top

At what age should I change from a Child to a Youth form or from a Youth form to an Adult form?

The Child form is designed to be used children under the age of 13, while the Youth form is designed to be used with youths ages 13 to 17. These age ranges are recommendations. The counselor may choose the form (Adult/Child/Youth) that seems most appropriate for the client. However we do ask, once you have chosen a form, that you continue to use the same form throughout the case, whether or not the child or youth changes age during the course of therapy. However, if the child or youth comes back for therapy as part of a separate episode at a later date, then you may choose to change the form used at that time. To be considered a new episode, the gap in care should be at least 90 days. A new "Case Number" should be assigned under these circumstances.

Return to Top

Where can I learn more about outcomes-informed care?

The ACORN web site, which managed by the Center for Clinical Informatics - ValueOptions®’ business partner for On Track - provides information about outcomes-informed care through these links:

Return to Top

Can I Receive Certification Indicating my Effectiveness as a Provider?

ValueOptions® is part of the ACORN Collaborative, which has established criteria for identifying highly effective providers. ValueOptions® On Track data can be used to meet these criteria. Once a clinician has sufficient On Track data (at least 15 cases with change scores), he/she can request an analysis to see if they meet the criteria.  If they meet the criteria, ACORN will issue an "ACE" (ACORN Criteria for Effectiveness) certificate.  Click on the following link for more information (a sample certificate is even available):

A provider can get a pretty good idea of their effectiveness at any time by using their Clinicians Toolkit.  The Toolkit calculates the provider's Severity Adjusted Effect Size based on data submitted. Effect sizes of 0.8 or larger are considered large, while effect sizes of 0.5 to 0.8 can be considered moderately large.  Effect sizes of less than 0.3 are small and might well have occurred without any treatment at all.

Return to Top