Case Management

The Oklahoma Department of Human Services (OKDHS) serves over 18,000 elderly and disabled members though its Medicaid waiver program. Oklahoma’s previous paper-based system caused wait times for consumers to enroll and to receive services. With the implementation of WellSky Human Services, Oklahoma took advantage of the system’s conditional logic capabilities to capture additional information on an assessment form when needed.

Providing telephone reassurance and check-in calls is one key strategy that is being widely used across the country. Programs are engaging volunteers and pulling in staff to meet the need for an increase in such check-in calls. Recognizing that certain conversation skills can help to build trust and deepen engagement, ADvancing States partnered with Emergency Design Collective to create a Conversation Tips Toolkit designed to support reassurance and check-in programs.

This resource was developed for human service agency leadership whose role is directing the organization and delivery of services and supports. The five competency domains include: Strengths-Based, Culturally Informed, Whole Person-Focused; Cultivating Connections Inside the System and Out; Rights, Choice, and Control; Partnership, Teamwork, Communication, and Facilitation; and Documentation, Implementation, and Monitoring.

This resource aims to help human service agencies in states, tribes, and territories to measure their progress in developing person-centered systems. The Self-Assessment was designed to be used by staff at all levels. The Self-Assessment measures progress in eight different domains: Leadership; Person-Centered Culture; Eligibility & Service Access; Person-Centered Service Planning & Monitoring; Finance; Workforce Capacity and Capabilities; Collaboration & Partnership; and Quality & Innovation

This issue brief explores software systems that state aging and disability agencies use for resource databases and for client tracking, case management, and reporting. Data and findings are drawn from ADvancing States’ 2018 National Survey of Aging and Disability Information & Referral/Assistance (I&R/A) Agencies. This issue brief highlights responses from state agencies on aging and disability, though in some instances, data from all survey respondents is shared for comparison purposes.

Presentations from the 2014 National Home and Community Based Services (HCBS) Conference.

Presentations from the 2015 National Home and Community Based Services (HCBS) Conference.

Presentations from the 2016 National Home and Community Based Services (HCBS) Conference.

Community-based organizations will be notably impacted by States' implementation of MLTSS programs. Case studies on ombudsman programs and care/service coordination–culled from the MLTSS intensive at the 2013 HCBS Conference–complement the issue brief on CBO readiness. The ombudsman case studies highlight activities in Wisconsin, Hawaii, & Minnesota, while the care/service coordination case studies discuss CBO experiences in Massachusetts & Ohio. Both studies feature successful CBO practices.