Case Manager Choice Policy

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

Policy

Weld County CMA (WCCMA) is committed to providing personalized, Member-centric case management services. In accordance with 10 CCR 2505-10 Section 8.7201.F.2, this policy ensures that all Members have the right to choose their Case Manager, facilitating a supportive and effective case management relationship.

Scope

This policy applies to all WCCMA staff.

Contract Section(s)

Not applicable.

Relevant Rules

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. 

  1. Initiating a Change Request
    • Members desiring a new Case Manager should communicate their request verbally, electronically, or in writing to any WCCMA staff member.
    • The initial point of contact is responsible for promptly documenting the request and forwarding it to the appropriate supervisory personnel.
  2. Supervisory Review Process
    • Upon receipt of a change request, the supervisor conducts a preliminary assessment to understand the Member's needs and reasons for the request.
    • The supervisor checks for:
      • Compatibility with the Member's current and future program needs.
      • Potential conflicts of interest (COI), referencing the agency's COI policy.
      • Availability of the requested Case Manager, ensuring workload balance.
    • Supervisors may consult with the parties involved, including the current Case Manager, to gather relevant information.
  3. Approval and Matching
    • Once the supervisor approves the request, they identify a suitable Case Manager based on the Member's needs, preferences, and the availability of staff.
    • If the Member has requested a specific Case Manager, the supervisor evaluates the feasibility of this match before deciding.
  4. Timelines for Processing Requests
    • Supervisor acknowledgment of the change request: Issued within 2 business days of receipt.
    • Assignment of a new Case Manager: Completed within 10 business days, considering Member needs and staff availability.
    • Full transition to the new Case Manager: Finalized within 30 calendar days.
  5. Prioritization of Requests
    • Requests stemming from grievances or complaints are given precedence to ensure a quick resolution and Member satisfaction.
  6. Notification Mechanisms
    • The Member is notified of the new Case Manager assignment through their preferred communication method (email, phone, letter) within 5 business days.
    • The notification includes the new Case Manager's contact information and an overview of the transition process.

Training

All staff members are trained in this policy within 120 days of employment to ensure understanding and compliance.

Documentation and Record Keeping

  • Records of all requests, decisions, and notifications are maintained in the state managed information management system.

Compliance Monitoring

  • Feedback Mechanism: A feedback mechanism is in place for staff and Members to report concerns. Feedback can be provided by way of WCCMA’s website, fax, phone, email, in-person, or by the procedural steps outlined in our Complaint Procedure.
  • Corrective Action: In cases of non-compliance, immediate corrective action will be taken to address and rectify the issue.

Policy Review

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

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