Developmental Disability Targeted Case Management Change required due to billing guideline changes from 1 contact with consumer per month to Encounter Based System

Process Established Expectations Identified Data and designed tools (reports) for monitoring implementation Communicated need for change to staff Monitored process to identify where challenges existed Met with staff on addressing challenges Continual feedback loop of reports and identification and addressing of challenges

Developmental Disability Targeted Case Management Identified data that needed to be recorded and tracked, such as: Face to Face Encounters with Client Face to Face Encounters with Collateral Contacts Phone Encounters with Consumer and Collaterals

Developmental Disability Targeted Case Management Met with Service Coordination Staff to discuss change in billing and how the Encounter System is a Best Practice to ensure the needs of the consumer are being addressed and met

Developmental Disability Targeted Case Management Developed reports to monitor progress on moving to: One Face to Face Encounter with Consumer per month Average of three other Encounters per month Report tracks Medicaid and Non- Medicaid to monitor potential impact on revenue

Challenges Encountered Case Managers not use to recording all encounters Getting Case Managers to understand that not all contacts had to be with the consumer One Supervisor was very vested in the process and made tremendous progress while another supervisor was less vested and the Case Managers showed minimal progress

Overcoming Challenges Training with Supervisor to get on board with process Additional training with Case Managers to ensure recording all encounters Reviewed scenarios with Case Managers of potential encounters

Overcoming Challenges Met with Case Managers of less vested supervisor and: Showed examples of Case Managers meeting the Encounter Standards thus taking away the response of “it can’t be done” Reviewed their encounter information and addressed barriers such as coordinating travel for visits

Where Are We Now? From September to June Increased Percentage of Current Billings from 72% to 92%

Where Are We Now? Case Managers are actually requesting additional reports to track their progress Training Case Managers to adjust service codes to meet new billing parameters, such as second face to face with consumer recorded as follow up encounter