Case Manager Assignment and Notification Policy

Section: Case Management Agency (CMA)
Created: 02/25/2024
Revised:
Effective: 03/01/2024

Policy

It is the policy of Weld County CMA (WCCMA) to adhere to all regulatory and contractual requirements, ensuring the provision of consistent, high-quality case management services to each Member. This policy outlines the requirements for notifying Members of new or changing case managers and the steps for requesting a new case manager.

Scope

This policy applies to all WCCMA staff.

Relevant Rule(s)

10 CCR 2505-10 Section 8.7201.F.5: For each individual Member, Case Management Agencies shall assign one primary Case Manager or point of contact who ensures Case Management services are provided on behalf of the Member or individual across all programs. Case Management Agencies must maintain a best practice standard in their policies and procedures for notification of a Member when a new Case Manager is assigned to a Member.

10 CCR 2505-10 Section 8.7201.F.2: Case Management Agencies shall clearly communicate to each individual and Member the steps for requesting a new Case Manager.

Contract Section(s)

Not Applicable.

Procedures

  1. Assignment of Primary Case Manager:
    • Upon approval and enrollment into any program, each Member will be assigned a primary case manager. This case manager is responsible for overseeing and ensuring the delivery of case management services across all programs, adhering to departmental operational memos, policies, procedures, rules, regulations, and guidance issued by the Department.
  2. Continuity of Service:
    • In instances where the assigned case manager is unavailable due to personal time off (PTO), leaves, etc., or if the position becomes vacant, the assigned supervisor will serve as the primary point of contact for the Member.
  3. Notification of Case Manager Change:
    • For Members who have recently been approved and enrolled into a program, the assigned case manager will directly reach out to the Member, adhering to the contact timelines specified in the contract and rules.
    • Should a case manager vacate their position, and a new case manager is assigned to the Member, the Member will be notified of this change. After the new case manager has been hired and completed the necessary training to manage the caseload effectively, all Members assigned to that caseload will be notified.
  4. Member Case Manager Choice:
    • Initiating a Request: Members retain the right to request a change in their case manager for any reason, including personal preference or as a resolution to a complaint. This request can be directed to any staff Member at WCCMA, such as administrative staff, any case manager, Program Specialists, Supervisors, and Program Managers.
    • Supervisory Review: All requests for a new case manager must receive supervisory approval. A supervisor will evaluate each request, ensuring that it meets the necessary criteria: compatibility with the Member's program, absence of conflicts of interest (COI) per WCCMA’s COI policy, and the requested case manager's availability to take on additional responsibilities.
    • Request Fulfillment Timelines: Upon submission, requests for a new case manager will be acknowledged within two business days. The assignment of a new case manager, depending on the specific circumstances, will occur within ten business days. Transition to formal case management services by the new case manager will be completed within thirty calendar days of the initial submission.
    • Requests stemming from complaints will be prioritized and expedited to ensure timely resolution and Member satisfaction.
    • Notification: Notifying Members shall comply with the notification procedures elsewhere in this policy.
  5. Update of Internal and External Systems:
    • Upon the assignment of a new case manager, WCCMA will promptly update all relevant internal tracking and databases. The new case manager will also be assigned to each Member in the Care and Case Management (CCM) system.

Policy Changes

This policy will be updated as needed based on feedback and changes to contractual, county, and regulatory requirements.

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