Case Management Q and A

Care and Case Management (CCM) System

Q. What is the name of the new Care and Case Management (CCM) system? (3/1/23)

• A. The CCM is the name the Department of Health Care Policy and Financing (HCPF) is using to describe MedCompass®, a configurable care management platform, a product of AssureCare, that will be customized to meet Colorado’s unique care management needs.
   

Q. When will the new CCM system go live? (3/1/23)

• A. The CCM system will go live in four phases.  Phase 1 is scheduled to go live in March 2023.
    

Q. What will the new CCM system be used for? (3/1/23)

• A. The CCM will be used for documenting case management activities and members’ case management records. The new CCM system consolidates case management functions currently existing in the Benefits Utilization System (BUS) and DDDWeb, into a single IT system. It also interfaces with the Medicare and Medicaid Information System (MMIS), the MMIS-Bridge service authorization system, and the Colorado Benefits Management System (CBMS). The functionality of the Bridge will be added to the CCM system at a later date.
   

Q. How will we know when there are outages or known system issues? (3/1/23)

• A. You can check the HCPF Known Issues page. HCPF periodically sends out newsletters, provider bulletins, training information, and important provider-specific communications such as outages, billing guidance, claim reprocessing notifications, policy updates, and system issues. You can subscribe to receive these communications.
   

Q. What technology does the CCM system use? (3/1/23)

• A. The CCM system is built using C# programming language. The backend database is SQL server.
   

Q. Will the CCM system be tested before it goes live? (3/1/23)

• A. The CCM system will be tested by HCPF in conjunction with our partners Gainwell Technologies and Assure Care. 
   

Q.  For system access, is the plan still to have different levels of access for Case Managers, Administrative Staff, and Supervisors? (3/1/23)

• A. Yes, there are roles within CCM that allow for different access and functions per the role assigned.
   

Q.  Is it possible for the new system to accept a new intact referral from the county eligibility partners? (3/1/23) 

• A. No, there is automation or interface within the CCM system that will receive county eligibility referrals. Referrals will be in PeakPro when that goes live in the Fall of 2023. When referrals are received, they can be entered into the CCM, including the referral source, the priority, and the task assignment.
   

Q. How will our existing partnerships, including with providers, be impacted by the CCM system go-live? (3/1/23)

• A. HCPF anticipates existing partnerships will be affected positively when the CCM system goes live. The CCM system is designed to streamline processes which will enable enhanced performance oversight, improved workflows, and lower the number of systems used. CSA and PCSP information typically sent to community providers will now be more comprehensive, so the provider has a more complete understanding of the member’s needs. The CCM system will also interface with the interChange/CBMS. Case managers will be able to send member LOC information to CBMS, via PEAKPro, for financial determination and the CCM system will receive a nightly data feed from the interChange/CBMS. Telligen and other partners will have access to the CCM needed to complete their contract functions.
   

Q. If the majority of Case Management Agencies (CMA) find that certain information would be beneficial to have, how hard would it be to build it into the new system after the initial rollout? (3/1/23)

• A. The CCM system is configurable. Any requests for system enhancements should be sent to HCPF for consideration. The level of effort and cost for changes to the system will be dependent on the type of change it is. 
   

Q.  Has there been a capture of time to determine the average each assessment will take to complete, Intake vs. Continued Stay Review (CSR)? Also, are we expected to complete the assessments in the member's homes from beginning to end? (3/1/23)

• A. During the Pilot of the new Assessment and Person-Centered Support Plan process, a time study was conducted to determine the average amount of time necessary to complete these processes.  The entire process averaged 4 hours and 25 minutes (this would be commensurate with completing the 100.2, Supports Intensity Scale (SIS), instrumental activities of daily living (IADLs), and Service Plan (SP) and broke out as follows:
  • Level of Care (LOC) Screen, 28 minutes;
  • Required and voluntary questions in the Needs Assessment, 2 hours and 17 minutes; and
  • Person-Centered Support Plan, 1 hour and 3 minutes.
     
• ​The average times varied between populations, and it is anticipated that at the outset, during the learning curve, times may be longer until case managers' navigation skills have improved.
  
  Case managers are required to conduct the LOC Screen in the member’s home. The Needs Assessment and Person-Centered Support Plan can be conducted in a setting of the member’s choosing and can be completed in one meeting, or in separate sessions, as necessary or desired by the member.

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CCM Functionality and Features

Q. What features will be included in the CCM system? (3/1/23)

• A. Full implementation of the CCM features will occur in four phases and include, but are not limited to the following:                    
  • Assessments and Support Plans
  • Shared Case Security
  • Intake and Referral
  • Automated Tasks and Notices
  • Automated workflows
  • Time Stamping/Tracking
  • Auto Population/Pull Forward
  • Upload Documents
  • Mobile Device Capability
  • Reporting
  • Enrollment Status and Waiting Lists
  • Program Status and Program Assignment
  • Log Notes
  • Notice of Action and Appeals
  • Letters and Forms
  • State Funded Programs
  • Critical Incident Reporting
  • Electronic Signature (Phase 2)
  • Colorado Single Assessment (Phase 2)
  • Person-Centered Support Plan and Outputs (Phase 2)
  • Offline Functionality (Phase 2)
  • An interface with CBMS via PEAKPro (Phase 3)
  • Integrated service authorization and resource allocation
     

Q. Will we still have quick links for case managers to check their due case items? (3/1/23)

• A. The CCM includes features to help you manage your workload. There is the ability to generate and assign both manual and automated tasks, reviews, and appointments. The CCM also includes functionality allowing case managers quick access to recently accessed member records, links between system screens, and other features that make navigating between records easy and intuitive.
   

Q. Is entering your availability in the CCM system required? (3/1/23)

• A: HCPF is not requiring the use of the calendar features in the CCM system at this time.
   

Q. Will the schedule I create in the CCM system have the ability to sync with external calendar software such as Outlook? (3/1/23)

• A.  No. The CCM system has Protected Health Information present and will not sync with external calendar software.
   

Q. Does the CCM system have a reporting capability and will all the existing BUS/CCMS (DDDWeb) reports be available in the CCM system? (3/1/23)

• A. Case management reporting will be available in the CCM system. HCPF is working closely with our partners Gainwell and AssureCare to ensure reports similar to the ones currently generated in the BUS/CCMS (DDDWeb) are made available to CMAs in the CCM system. There will also be ad hoc reporting capabilities in the CCM. 
   

Q. Will we be able to upload data? (3/1/23)

• A. CCM system users will be able to upload documents, but the system will not be able to accept data uploads from case management systems used by CMAs.
   

Q. Will Waiting List status and Developmental Disability and Delay (DD) determination information be available in CCM regardless of which program the person is enrolled in? (3/1/23)

• A. All member DD and Family Support Services Program (FSSP) waiting lists will be migrated to the CCM system. 
   

Q. Will Rights Modification information be transferred from the BUS to the CCM? (3/1/23)

• A. Yes, however, it will be migrated after the CCM goes live. Case managers will utilize a fillable PDF form provided by HCPF for any new Rights Modifications or changes to existing Rights Modifications, post Go Live, and upload the form to the CCM record. 
   

Q. Will vendors be pre-populated as approved, or will users have to enter? (3/1/23)

• A. The CCM system will not be pre-populated with vendors.
   

Q. Is there a data dictionary (for data exports) that can be made available to us for the new system? What data/areas of the system will be available for export? (3/1/23)

• A. No data dictionary is available. The file layout of the exportable data has been made available to CMAs. The CMA Universal File will be available as a subscription. This file layout includes data from 60 objects, or areas, of the CCM. For example, one object is Member. The Member section will contain all the data points from the CCM regarding the member demographic information. The file will be loaded daily to a MoveIt server for the agencies to retrieve. To subscribe to this daily .xml file, send an email to CCMHelpdesk@gainwelltechnologies.com.
   

Q. For the XML data download: can you please confirm this file will be made available automatically each day, and that we do not need to request access each day?  (3/1/23)

• A. Yes, the CMA Universal File will be loaded each day to the MoveIt server.  Rhonda will be sending out applications to each agency for the subscription to the file.
   

Q. Beyond the file layout, is there an actual sample version of the download with member data to help with mapping data from the CCM into our internal systems? (3/1/23)

• A. There is a MoveIt file example/layout available that has been provided to the CMA’s BPR IT Leads. It is available, upon request by emailing rhondab.johnson@state.co.us.
   

Q. Our agency relies on the Critical Incident Report (CIR) follow-up notifications from HCPF. Will there continue to be those notifications in the new system and is there any way to enhance notifications to CIRs? (3/1/23)

• A. The CCM system will include tasks and reviews that help the case manager manage their caseloads, including CIRs. We believe what will be implemented will be enhanced over the current system, but we will also happily take any feedback or suggestions for future improvements.
   

Q. In regards to Search functions for providers and staff, will each agency manage a provider list, or will that be managed by the state? Will the staff search be agency-specific, or include CM staff across the state? (3/7/23)

• A. Providers will be loaded into CCM from the interChange and the staff search will be agency-specific.
   

Q. Will we be required to use the calendar function, or is that simply an option for agencies that want/need it? (3/7/23)

• A. Agencies are not required to use the calendar function; it is an option for those agencies that may wish to use it. Some optional features will become more advantageous in the future, as HCPF considers future functionality, for example, scheduling if a member interface is added.
   

Q. What documents will require electronic signatures? Will we be able to use the CCM to get electronic signatures on CMA-created documents we have members/guardians sign? Will we be required to use the CCM electronic signature feature, or could we continue to utilize DocuSign? (3/7/23)

• A. No documents will require electronic signatures to be obtained using the CCM. All existing signature requirements will remain the same. CMAs may continue to utilize DocuSign to obtain electronic signatures using existing processes for internal CMA documents or signature pages. Documents with wet or electronic signatures will be able to be uploaded to the member’s record in the CCM. The functionality to obtain electronic signatures will be available in the CCM during Phase 2 when the new CSA and PCSP are implemented.
   

Q. What are the ‘enhanced functionalities’ regarding enrollment status, wait lists, and automated workflows? (3/21/23)

• A. The system has automated workflows including, but not limited to, opening and changing program statuses; opening referral records; sharing data between the assessments and the system screens; and system-generated tasks and notifications.
   

Q. Why do system features seemingly disappear when the browser size is increased? (2/1/24)

• A. Browser features have not disappeared, but they may be found in different areas of the screen. You can change the size of your browser zoom to 100% to view them as expected.

   

Q. Which devices will a case manager be able to access the CCM system with? (3/21/23)

• A. The CCM system is accessible from a laptop, notebook, or other mobile devices with a secure internet connection.  Google Chrome is the recommended browser. Operating systems should be Windows 10 platform, build 10.0.16299.0, or greater, or iPads with iOS 10.1 or higher. Older Windows operating systems are not recommended as they do not always tolerate upgrades to Windows 10 and 11 and may not be supported or receive security updates.
   

Q. Are there limits with the void button? Will Case Managers be able to void anything? (3/21/23)

• A. Yes, the ability to void items in the CCM is dependent on the user’s security role. Case managers will have limited ability to void CCM content. Supervisors will have fewer limitations on the void function, but its use will still be restricted to certain content. 
   

Q. Will we receive a nightly download of CCM data? (3/21/23)

• A. Yes, there will be a CMA Universal File loaded to a MoveIt server automatically each evening for agencies to retrieve (there is no data dictionary available). This file layout includes data from 60 objects, or areas, of the CCM. For example, one object is Member. The Member section will contain all the data points from the CCM regarding the member demographic information.
  
  A MoveIt file example/layout has been provided to the CMA’s BPR IT Leads and is available upon request by emailing rhondab.johnson@state.co.us.
  
  Agencies interested in the CMA Universal File must subscribe by submitting a helpdesk ticket via email to CCMHelpdesk@gainwelltechnologies.com. The ticket must indicate the type of subscription (“Add” or “Remove”); the agency name and the effective date of the change. 
   

Q. What workflows will the state system solve for? (4/17/23)

• A. Phase 1 will reduce the number of systems the case manager uses to access/document member information from three systems to two. Ultimately, when all phases are completed, all LTSS/HCBS case management activities will be completed in one system, the CCM. This will reduce the duplication of tasks across multiple systems. Several aspects of daily work tasks will be automated in the system and case managers will receive system-generated assigned tasks to prompt them. Streamlined eligibility will automate the county notification process of level of care eligibility determination and the CMA notification process for financial eligibility. Data sharing will occur across multiple systems and will result in access to health benefit, financial, and service authorization information in the CCM that has not previously been easily accessible to case managers. Several fields in the member record are auto-populated from assessments or other systems; therefore, minimizing the amount of time spent on duplicative data entry. 

Q. Will we be able to download documentation out of the CCM System? Certifications, Assessments, SP's? (4/17/23)

• A. Much of the information can be downloaded or printed from the CCM. Many of these are done using the Merge and Send and reporting features in the CCM. 

Q. CCMS (DDDWeb) is used to house member and contact information which we utilize for mailing labels. Will that function be supported in the new system? (4/17/23)                                                                                      

• A. There is no system function for creating mailing labels per se. However, the reporting feature could be used to create the source data for merging into labels using Word or other programs. We have asked our vendor to provide some instructions as to how this could be done on the system side, but agencies will likely need to work with their own IT staff to determine how to use the source data with the systems/programs they use.
   

Q. What enhanced functionality is there for Waiting Lists? (4/17/23)

• A: The CCM will include enhancements to the Waiting List functionality that includes all waiting list information in one central system. There are also system-generated task assignments and automated task completion, system tracking and reporting, enrollment authorizations, and work task queues that allow direct communication between agencies and the HCPF within the system. 
   

Q. What enhanced functionality is there for Letters and Forms? (4/17/23)

• A. The system will generate form letters and forms merging a combination of entered data and system-generated data. Case managers and other staff can save and generate electronic signatures on letters and forms instead of having to print and apply a wet signature or download and apply an electronic signature. Documents can now also be uploaded to the system.

    
Q. What reporting capabilities will there be? (4/17/23)

• A. At Phase 1 Go Live, there will be 29 canned (predetermined criteria) reports in the system, some developed specifically for and to be accessed by agencies, HCPF, or for billing purposes. When all phases are completed, there will be approximately 40 canned reports. The system will also have ad hoc reporting capabilities, for situations where there is not an applicable canned report available. 
   

Q.  Can you copy previous years' assessments as we can now in the BUS? (4/25/23)

• A. The copy feature was not built into the legacy 100.2. This functionality will not be available until the new Colorado Single Assessment (CSA) is being used. At phase 2 when the new Level of Care Screen and Needs Assessment are implemented, it will require that all members go through the new processes in the CCM System, thus initial assessments will need to be completed. After the initial Level of Care and Needs Assessment are completed, case managers may make a copy at the next CSR.
   

Q. Will we have to update the member’s contacts every year? (4/25/23)

• A. Member’s contact(s) should be updated as needed per the member's preference.  Case managers can add, edit, and void contact information as it changes. It is always best practice to review and make any necessary changes to a member’s record during monitoring contacts and the annual reassessment and planning process.
   

Q. There are multiple sections of the system that ask for diagnosis (such as diagnosis section, disability section). Will the system connect some of the information so we do not have to complete duplicate data entry? (6/28/23)

• A. Depending on the screens, yes, there are several fields that pull the data from fields from other screens or assessments. There are also several fields that are populated from other interfaces, for example, the diagnosis info in Health 360 will populate using information from the member’s MMIS account, so in many cases, that information will not need to be entered by case managers at all. Unfortunately, the diagnosis selections used in the DD determination screens do not pull from that information, as it is a selection of specific diagnoses used for the purpose of making those determinations, so it needs to be limited in scope. We have been very thoughtful in how we could configure the system to reduce, if not eliminate, duplication. But that is not to say there are no additional opportunities we can explore as we all become more familiar with it.
   

Q. Are there plans to modify verifications/finalization statuses in CCM? For example, if one case manager enters an assessment and another marks the assessment as “complete”, that assessment is now tied to whoever finalized the assessment rather than who actually completed the physical assessment. (10/18/23)

• A. Not at this time. The name tied to the card is simply the person who modified the record last. It does not change who authorized the decision (regarding the Legacy 100.2). Modification history can be viewed through the Page Resources > Detail History > All History field.
   

Q. Is there consideration for not making the CCM so dependent on so many things (i.e. program cards, correct CPs, generated SP’s)? (10/19/23)

• A. There are no plans to change the automation in the CCM. The CCM dependencies are in place to assure the process is followed and compliance in areas where we had issues in the legacy systems. The issues with the program cards is not a result of the system, but of the migrated data in the BUS not being maintained accurately and the need to match the program card fields exactly. 

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Interfaces

Q. How robust will the interface between CBMS/Interchange and CCM be? What data will be shared across systems? (3/1/23)

• A. Level of Care financial eligibility data, health records, and benefit coverage will be shared between CCM and interChange. There will also be PAR and goal data shared between the Bridge and CCM. In Phase 3, Level of Care Eligibility Determinations will be sent by the CCM to the county automatically via an interface with CBMS. 
   

Q. Will a case manager be able to message the county directly using CCM? (3/1/23)

• A.  We will not be able to message the county directly using the CCM system, but eligibility and benefit information will be sent to the CCM system from the interChange. In Phase 3, Level of Care Eligibility Determinations will be sent by the CCM to the county automatically via an interface with CBMS. 
   

Q. Will the CCM system interface with the interChange and CBMS? (3/1/23)

• A. As of Phase 1, the CCM will have an interface with MMIS/interChange and MMIS/Bridge. Member demographic, health, and benefits records will be synced from interChange to the CCM. Medicaid benefit information will be received indirectly from CBMS, via the interChange. The CCM Care Plan will sync its goals with the Bridge and the Bridge will sync service authorizations with the CCM Service Plan. 
  
  In Phase 3 of CCM implementation, with streamlined eligibility, the CCM system will interface with CBMS via PEAKPro. The CCM will automatically send member Level of Care Eligibility Determination information for financial eligibility determination and the CCM system will receive a nightly data feed that will include notification of financial eligibility and member demographic data held in CBMS. 
   

Q. When we notice a member’s data is incorrect, what will the process be for asking counties to make corrections in CBMS?  (3/1/23)

• A. If a member's data is incorrect in interChange (and CBMS), the member should update their information in Peak, or contact the county to have the information corrected. Any correction the case manager makes in CCM will be overwritten each night by the sync.
   

Q. If CBMS is the source of truth for member data, how will new CCM profiles be created - by the county, or the CMA? (3/1/23)

• A. The CCM will be loaded with all members who are currently eligible for Medicaid.  If a new member is referred to the agency and they are not currently in the CCM, the case manager can create the profile. Once that member has become eligible for Medicaid, then the record will be in interChange and will sync with CCM each evening.
   

Q. I have a member that in the BUS his address where he currently lives is in there however, in the Bridge his address is in a different town. When I asked the Department of Human Services (DHS) they said it is because this is his representative and she told them to use this address. What address will move over? (3/1/23)

• A. The address in the interChange will be the migrated address.  This will also be updated nightly.  The member must update their address through Peak or directly with the county.
   

Q. Will an interface occur with Telligen for submission of Over Cost Containment (OCC) PARS, Children's Home and Community Based Services (CHCBS) waiver cases, and Pre-Admission Screening and Resident Review (PASRR)? (3/1/23)

• A. The CCM system will not connect with Telligen when it goes live; however, Telligen will have access to the CCM system.
   

Q. Is it correct that there will not be any direct interface between the Bridge and CCM until the CSA and PSCP are launched later this summer? Do you have any information you can share yet about exactly what information will be shared across CCM and the Bridge? Will the Bridge be affected in any way by the pre-launch BUS/DDDWeb shutdown? (3/1/23)

• A. There will be an interface between the Bridge and CCM in Phase 1. In Phase 1 the Bridge will share service authorization data to the CCM Service Plan screen and the CCM will share goal information with the Bridge. There will be no impact to the Bridge for Phase 1 when the BUS and DDDWeb go offline prior to CCM go live.
   

Q. When will the interface with the county eligibility site be enabled? (3/21/23)

• A. The interface between the CCM and the County CBMS systems will be implemented in Phase 3 with Streamlined Eligibility. 
   

Q. Sometimes there are incorrect addresses or phone numbers saved, so our team has to update that info, will we have to contact the State to get it changed with the CCM? (3/21/23)

• A. The member demographic information is auto-populated by the MMIS interface. If a member reports that it is not correct, they should be directed to change it with their county. You can create additional address and phone records in the meantime. But if you make changes to the system record, it will be automatically overwritten.
   

Q. Will the CCM system connect to the Trails system? It's our understanding that CBMS and Trails do not talk and we have only heard about CBMS connectivity. (6/28/23)

• A. There is not a direct connection between Trails and the CCM, but through interChange and the Bridge, we will be able to see Trails members and their health benefit information.
   

Q. How will the CCM and CBMS connectivity support the notification to the CMAs about folks who are no longer eligible due to financial or Medicaid eligibility criteria and therefore need to be terminated from services? (7/6/23)

• A. An interface between the interChange (MMIS) and the CCM will send financial eligibility redetermination benefit codes and span information to the CCM whenever there is a change in eligibility, including those indicating a current member has been found financially ineligible or has a period of ineligibility (POI). When this information is received from the interChange, the CCM will create notifications and/or tasks (e.g., to close the program) either alerting the case manager to take appropriate action or generating system-automated task completion, depending on the circumstances.  
   

Q. Will the CBMS and CCM connectivity allow for “reverse referrals” to be pushed through from the county and for them to be able to see the outcome of the referral in the CCM system? (7/6/23)

• A. The interface between CBMS at Phase 1 go live is with the InterChange (MMIS) and will not have a bi-directional interface. Enhancement development is being completed for the CCM to have a bi-directional interface in future phases. Until PEAK Pro and Streamline Eligibility go live in Phase 3, DSS1 forms will still be needed for communications between the CMAs and County Partners.

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Access and Support

Q. What is single sign-on (SSO) in regards to MEUPS/MMIS? (3/1/23)

• A. The username will be the same for both the training (TRN) and production (PROD) environments of the CCM system and for the Bridge, but passwords will be different.
  
  When case managers first access CCM, they should set up the password reset capabilities so they can be self-sufficient and not require Gainwell's assistance with this.
   

Q. Can you confirm that any CMA staff who need to access the CCM will be able to have their own account? (3/1/23) 

• A. All users will have their own login to the CCM. Staff that need access to perform their day-to-day duties will have their own username and password. They will need this not only for the system access, but to complete the required training (and HCPF to make payment for training). 
   

Q. When completing 3rd party access forms after the initial provisioning, I am assuming that the 3 layers of signature will be required- the individual requesting the access, their manager, and the security administrator? (3/1/23)

• A. Correct. The streamlined effort was used only to provision the 1800+ case managers who already had access to the BUS and DDDWeb. New case managers will need to complete the existing 3rd Party User Access Form with the manager and security administrator's signatures.

Q. We don’t receive the MEUPS notification emails to change/reset our passwords, how do we resolve this? (3/1/23)

• A. Case managers should set up the password reset capabilities when first logging into the CCM system. 

Q. How will Case Aids that do not use the Bridge, but do use the BUS for documentation get into the new system? (3/1/23)

• A. The case aids will receive a new ID and password to log into the CCM system.

Q. How long will it take to enroll and give access to new case managers with the new system? (3/1/23)

• A.  The new user access process will remain the same.  New case managers will be required to submit a 3rd Party User Access Form.  HCPF Security will be provisioning the new user accounts within 7-10 business days.
   

Q. What system support will be available to case managers after go-live? (3/1/23)

• A. CCM User Support document provides guidance and links to resources.
   

Q. Will the CCM look more like the BUS where you can see everyone but only access those connected to your agency and can request access? Or will it look more like DDDWeb where you can only see records created by your agency? (4/17/23)

• A. The CCM will allow you to search members in the system and see those who are in it, but not access their records unless they are associated with your agency. Case Management Agency staff will be able to access records for members who are affiliated with their agency, with the exception of those members who are in the Address Confidentiality Program (ACP). There are certain fields/functions that are restricted based on the security role someone has, i.e., case manager, supervisor, administrator. During the process of a member transferring from one agency to another, there is a process that needs to be followed to provide access to the receiving agency during the transition and then remove access to the sending agency once the transfer process is complete.
   

Q. How will HCPF communicate with CMAs and other stakeholders about the implementation of the CCM system? (CCM System)? (3/21/23)

• A. HCPF will be using the following methods of communication designed to keep you up to date with the progress of the CCM system implementation and to ask questions and provide feedback.
   
  • Mailing List - Sign up to receive the Case Manager's Corner newsletter to receive updates, announcements, and newsletters by email.
     
  • CCM System Web Page - The CCM System web page will be regularly updated with news about Training, Known Issues, and other resources.
     
  • A dedicated email address - CCM-related emails can be sent to HCPF_CCM_Stakeholder@state.co.us
     
  • Gainwell Provider Messages - Sign up to receive Gainwell emails
     
    • Select “00 – All Provider Emails” to receive a weekly Provider News and Resources Newsletter, a monthly Provider Bulletin, and general communications relevant to all providers.
       
    • Select “11 - Case Manager” to receive ad hoc emails that are tailored to case managers. 
       

Q. Will the CCM system be tested before it goes live? (3/21/23)

• A. The CCM system will have been extensively tested by HCPF in conjunction with our partner Gainwell Technologies prior to Go Live.  HCPF is also working with volunteers from CMAs to conduct functional testing.
   

Q. Will each CMA have “in-house” staff with authorization to support staff members with password resets and such? Or will all of that be required to go through Gainwell? (6/5/23)

• A. All password resets will occur through Gainwell, similar to the interChange/Bridge.  CMAs may contact Gainwell via the helpdesk email: COMMIT_HelpDesk@gainwelltechnologies.com
   

Q. How do we grant another CMA access to a member in the system and how do we request access to a case that is with another CMA? (7/6/23) 

• A. Access is granted by adding the requesting CMA to the Care Provider section of the member’s record. Refer to the desk aid “Access to A Member’s Record” located in the CCM System Training Resources Folder. 

Q. It seems like there is a difference in system access between Supervisors and Administrators. This is new so how do we ensure that staff have the correct level of access? (7/6/23)

• A. There is a difference in access between Supervisors and Administrators. Current users were provisioned based on their current security roles in the BUS. Users can review their profiles by clicking on their Name on the top navigation bar and seeing what security role(s) appear in the “Staff Role'' field. Agencies can review the CCM Roles Sheet to see which roles have which access. Please refer to Security Settings: Case Management Agency Roles and Security Setting and the Care and Case Management Roles Sheet (excel) is a desk aid for information about security roles and system access found in the CCM Training Folder.
   

Q. If we get a hospital referral and we cannot get access to the member in CCM, how should our case managers proceed?  (Updated 5/13/24)

• A. If a CMA needs to have a member assigned to them, but they cannot access the member in the CCM because the member does not have any case management agency assigned to them on their care team, contact the CCM Support Center and ask to be added to the member's care team. If a CMA is already assigned and your CMA needs to be temporarily assigned or assigned as a secondary agency, contact the current CMA to be added to the member's care team.
   

Q. As we prepare for the Case Management Redesign (CMRD) transition, we are hiring a lot of new case managers. Is there any way we can expedite this process? (9/27/23)

• A. Each CMA that has been awarded a CMA contract has received (or will receive) a Transition Template as part of the transitioning process. For guidance on provisioning access to CCM related to CMRD changes, please refer to the Transition Template that was (or will be) provided to your agency.
   

Q. Is there any additional thought about giving Supervisor access the ability to void Service Plans? There appears to be multiple service plans generating and it would help greatly if we could void these ourselves. (10/4/23)

• A. Yes, this will be taken into consideration. The thought was that the security role would change once we reached stabilization, to prevent voiding from happening inadvertently. It also helps us to refine the logic if we are aware of when duplication occurs. 

Q. Are we supposed to continue to send in a ticket or who do I contact to void a duplicate program card? (10/4/23)

• A. Please submit a CCM Support Request.
  ​​

Q. We have previously requested access to a few cases that were transferred from other agencies. The other agency is showing that we are added on their end, but we cannot access the member record. What do we do? (10/18/23)

• A. When adding a new agency, please ensure the “Provider Type” is “MedCompass CMA”

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Global Search

Q. When I searched for an incident, why didn’t it return any results?  (9/27/23)

• A. You may not have specified any criteria. You must specify at least one criterion (e.g., Incident Number, Status, Severity, Incident Type, Provider/Facility, Victim Name, Internal Investigator) for the search to return results.
   

Q. Should I email the stakeholder inbox or should I send a Support Request? What if I am following up on a support request I already submitted? (Updated 3/6/24)

• A. Please submit a CCM Support Request if one has not been submitted. This allows us to track and assign work more efficiently. If you are following up on a request that has already been submitted, email HCPF_CCM_Stakeholder@state.co.us.
   

Q. What do we do if we are having difficulty getting access to a member record from another CMA? (9/27/23)

• A. The process for granting access to a member record has been outlined in the Access to A Member’s Record job aid. All agencies are expected to follow this procedure in a timely manner.
   

Q. As we prepare for the Case Management Redesign (CMRD) transition, we are hiring a lot of new case managers. Is there any way that we can expedite the provisioning process? (9/27/23)

• A. Each CMA that has been awarded a CMA contract has received (or will receive) a Transition Template as part of the transitioning process. For guidance on provisioning access to CCM related to CMRD changes, please refer to the Transition Template that was (or will be) provided to your agency.
   

Q. Why don’t I get results when searching for an Incident Report? (10/4/23)

• A. When a user attempts a general search with no specific criteria for Incident Reporting, the search result returns empty. Check to make sure you are specifying at least one criterion (e.g., Incident Number, Status, Severity, Incident Type, Provider/Facility, Victim Name, Internal Investigator) when searching.
   

Q. Why do Members with multiple Health Coverage records appear multiple times in Member Search results. (10/18/23)

• A. The system displays a member record multiple times if the member has multiple active health coverages. Case Managers may click on any of the member search results to be taken to the member profile. You should validate that multiple results are in fact the same record with multiple line items by comparing the member's Personal Identifiable Information (PII) to the member's search result.
   

Q. When attempting to search for a member, I receive a red box error that reads “MC401: An error has occurred while retrieving the data for the search criteria.” What does it mean and what do I do? (2/1/24)

• A. This error occurs when the page has been idle, log out and then log back in to resume your search.

Q. What do I do if the results return as empty if I am searching for a Provider by “county?” (2/1/24)

• A. Please use any of the other search criteria excluding County. This could be Org Details, Type, Intensive Supervision Program (ISP), Network, or Line of Business (LOB), etc.

Q. How do I find an existing member within the Care and Case Management (CCM) System? (2/1/24)

• A. Please refer to the Search or Add a Member Job aid.

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Dashboard

Q. Why does the same member appear multiple times on my caseload? (7/6/23)

• A. If a case manager was listed as the “primary” and/or “secondary” case manager in the BUS and created the program area, members will appear multiple times in the case manager's caseload in the CCM.
   

Q. What do I do when a member listed on my caseload is active with another case management agency (CMA)? (10/18/23)

• A. You will add the member’s current CMA to Care Team/Care Providers if they are not added already.  You will then go into Care Team/Staff Members and add an end date to your Case Manager card for this member. You can review the Adding Staff Members to the Care Team job aid located in the CCM System Training Resources folder.

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Demographics

Q.  In regards to adding or updating addresses and phone numbers into the Demographic section of the member record, which data fields will be overwritten nightly from the interChange system if they are changed by the case manager? (5/8/23)

• A.  The primary address and phone number in the member record will come from interChange (iC), the “source of truth.”  The member or their representative will need to contact the county or use PEAK to update or change primary addresses and phone numbers. The case manager can add additional addresses and/or phone numbers in the Demographic profile and add a note explaining this is the preferred or current address and the case manager is waiting on the county to update this info in iC.  

Q.  Where can I document a temporary address for a member, for example when they are in respite? (5/8/23)

• A.  A temporary address can be added to the member record under the Demographic profile.  For the "Address Type,” the user can select "Temporary" from the dropdown and add a note explaining the situation. They can also add effective and expiration dates for this temporary address. 

Q.  Will Address Confidentiality Program (ACP) confidential members be hidden in the new system, to only be seen by supervisors and the assigned case manager? (5/8/23)

• A.  Yes. Visibility will be restricted to specific user roles. Non-ACP users will be unable to view ACP member information. 
   

Q. Is there a way to enter when the written Release of Information (ROI) expires for a contact? So that it doesn't continue to say Yes after the ROI expires. (6/5/23)

• A. There is no option to end date or expire a contact at the end of a specific time span, however, there are other options to update a member's contact in the CCM. A case manager can delete/void a contact completely. If they prefer not to delete/void the entire contact, they can flag the contact as obsolete/discontinued with the use of a toggle button. If a member has identified a date in the future that the authorization/consent will be withdrawn or will expire, the case manager may create a task to obtain a new authorization or change the authorization response from “Yes” to “No”, with a due date just prior to or on the expiration date

Q. What does a written Release of Information (ROI) authorization look like for contacts? Is this a form we can provide to the member? (6/5/23)

• A. Currently, each CMA provides their own Release of Information to members. It is not a standardized form within the CCM system. However, in the Demographic section of the member record called “Member's Contacts," there is a field to identify if the contact is listed on the current Release of Information or not. 

Q. Is there a workaround or process suggestion if someone is in a non-family residence (e.g. hospital) and needs the state-funded program as part of the discharge plan back to the family home so that services can be accessed on the date of return home? (6/5/23)

• A: For the Family Support Services Program (FSSP), the program enrollment requirements state the member must be living in the family home to be eligible. In the address/living arrangements section of the member record in CCM, one of the following must be selected as the primary living environment: "With Both Parents/Guardians" or "With non-spouse relatives." If a member has a temporary hospital stay, this will not affect their primary living arrangement.
   

Q. We are gathering information in the intake screen that is also asked in various other places (such as the “profile section”). Will the system support eliminating duplicate data entry? (6/28/23)

• A. Yes, there are several items that will auto-populate from the Intake Screen assessment into the Profile Summary, that way you will not have to reopen the Intake Screen assessment after it is completed. There are also other fields in the profile summary screen that will populate directly from the member’s interChange/MMIS account, which is the “source of truth” for much of their demographic information. The auto-population functionality will largely eliminate duplication if, when you are entering a member for the first time, you only complete the minimum required fields in the profile before completing the intake assessment. Once the member is matched and synced in the CCM to their interChange account, much of their demographic information will be automatically populated and updated when there are changes.
   

Q. Under Neurological Condition, is there room for more than one diagnosis?  Sometimes we have four or five diagnoses both neurological and mental health and having the mental health diagnosis gives a clearer picture. (6/28/23)

• A. Users can select multiple diagnoses in this field.
   

Q. For the Adaptive and Intellectual testing, the assessment score only allows a single score.  We try to represent all the testing material as clearly as possible and if there is a confidence interval we put something like 72 (CI 67-73). That way any agency coming behind us can see how/why we used the testing for determination. (6/28/23)

• A. The Assessment Score field will only allow the user to enter a number value currently. However, a user could add the additional example of information you shared in the Comments field.
   

Q. How can I add the Regional Accountable Entity Care Coordinator to the member’s record in the CCM system? (7/6/23)

• A. The Regional Accountable Entity (RAE) is located in the CCM System under the Care Team screen. The RAE is populated from the interface with MMIS, but the specific Care Coordinator information does not populate from the interface. The Care Coordinator’s contact information can be added to the CCM, if desired, under the Demographic Contact screen.
   

Q. Do we need to add financial information anywhere on the CCM like we did on the BUS for member income. (9/6/23)

• A. In most cases, you will not have to enter financial information for Medicaid members. Insurance/benefits information will load into the CCM from the interChange. Employment information should be completed in the CCM for all members.
   

Q. We are unable to edit existing contact information on the Contacts Screen. How do we update this with accurate information? (10/18/23)

• A. The system prevents edits to existing contacts that were migrated from legacy systems. Case Managers should copy the contact that they wish to modify, mark as “non-primary” and make the desired edits. After saving the new contact, the user can then go to the three dot menu and select the Void option to delete the original “primary” contact with the incorrect information. You will then be able to change the corrected “non-primary” contact to “primary”.
   

Q. If the Case Manager field in the member profile is not displaying the Case Manager information, what do I do? (10/18/23)

• A. The Case Manager field in the member profile banner is not displaying information from the Care Team >> Staff Members screen, but is displaying the Case Manager(s) assigned to “Open” program(s). If a program exists and is “Open” but no Case Manager is assigned, the Case Manager field in the member banner is not populated. When there are multiple active programs with Case Managers assigned, the Case Manager from the most recently opened program will be populated in the member banner, followed by "more".

Q. Some member demographic information is not able to be edited in CCM. What are we supposed to do if the information is incorrect? (2/1/24)

• A.  The primary address, phone number, and SSN in the member record comes from interChange (iC). The member or their representative will need to contact the county or use PEAK to update or change primary addresses and phone numbers. The case manager can add additional addresses and/or phone numbers in the Demographic profile and add a note explaining this is the preferred or current address and the case manager is waiting on the county to update this info in iC.
  
  If information is incorrect in CBMS, the Member or their representative will need to contact the county or use PEAK to update or change information.
  
  If information is incorrect in both CCM and CBMS, the Member or their representative will need to contact the county or use PEAK to update or change information.
  
  If information is correct in CBMS but not in CCM, please submit the CCM Support Center to submit a ticket to have the data corrected.
   

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Developmental Disability/Delay Determination

Q. What is the “Assessment Date” in the Determination Decision Document/DD Assessment Record and Developmental Disability Information section? (7/6/23)

• A. The “Assessment Date” is the date of the actual testing done by the clinical professional (IQ/AB/Vineland). 

Q. We could not locate a place for documenting the Order of Selection date. What date will be used for the DD waiver placement date? (7/6/23)

• A. The Order of Selection date is now the Waiting List Placement date located in the waiting list section.

Q. In the Developmental Delay and Developmental Disability section in the CCM, there is a field for a “Decision Date” but not one for “Determination Date.”  Is the “Decision Date” the new term for the “Determination Date?” (7/6/23)

• A. Yes. The CCM “Decision Date” field is where you will document the date that all information on which all the information needed to make a determination is received by the agency, or what has been referred to previously as the “determination date.” 
   

Q. The current Disability Determination Decision form we are using has two dates: the Determination date and the Decision date. It is our understanding that the determination date is the date when we have received all of the required paperwork, but then we have 30 days to make a decision. It’s also our understanding that the determination date is what is used to determine when someone is eligible, not the decision date. In the Disability Determination section in the CCM system, it's only asking for the Decision date. Will there be changes to the rule using the decision date as eligibility instead? (7/6/23)

• A. Rules are not changing at this time. CMAs will use the CCM DD Determination "Decision Date" field as the date to enter the DD Determination, the date that all information is received by the agency in order to make the determination. We are considering adding another field to that screen to document the date (up to 30 days later) for when the decision is made, however, at this time that date should be noted in the “Comments” section of the Developmental Delay or Developmental Disability Determination screen.
   

Q. When entering a Developmental Disability/Delay Determination, there is no toggle to identify whether the 90-day extension was granted or not. Will this be added in the future? (9/27/23)

• A. This is in discussions for possible future implementation. 
   

Q. There are 2 places to enter “Assessment Date” when entering Developmental Disability.  Are both of these required? (10/18/23)

• A. Yes, they are both required. The first under the “Determination Type” section, is the overall assessment date for the CMA making the determination. The second, under the “Developmental Disability Criteria” is for documenting the date of any assessments such as IQ or Adaptive testing that were used to inform the determination.

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Health 360

Q.  Can we get feedback from the department on how they want primary and secondary diagnoses determined? There are members with multiple co-occurring conditions. (5/8/23)

• A.  When adding diagnoses, the "Diagnoses Type" is not a required field, so if you are not sure, do not complete this field. Standard practice is for the primary diagnosis to be documented for the reason they are getting services or on a specific waiver (Targeting Criteria), if applicable. For example, for someone on the HCBS-Developmental Disabilities waiver, you would indicate Down’s Syndrome as a primary diagnosis and not heart disease. 

Q.  If diagnoses from the Professional Medical Information Page (PMIP) or Medical Records do not have a date listed, what "Identified Date" should the case manager put into the CCM Health 360 record? (5/8/23)

• A.  If the PMIP or medical records do not specify a start date for a listed diagnosis, the user can enter the date the PMIP was signed in the "Identified Date" field.  For some members, a diagnosis will be populated into the CCM health record by the MMIS interface. In those cases, case managers do not need to duplicate any information from the PMIP that is already populated from the MMIS.
   

Q. Allergy Codes can be seen by all security roles. Can this be hidden? (2/1/24)

• A. No, this cannot be hidden within the system. 

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Notices / Tasks / Queues

Q. Is there a possibility for documents to be reviewed by a supervisor before sending? Can an alert be sent to the supervisor for review? (5/8/23)

• A.  Yes. Once the document is entered into the system and ready for review (but before selecting the complete button), users can manually create a task to review the document/entry, assign that task to their supervisor or designated reviewer, and add narrative, due dates, etc. in the task screen. Once the reviewer has completed the task, they can reassign it to the case manager, if applicable, the next person in the process, to complete the next steps. For some documents, like letters requiring a supervisor’s signature, there are automated tasks generated to prompt a review and signature. 
   

Q. Our agency relies on the Critical Incident Report (CIR) follow-up notifications from HCPF.  Will there continue to be those notifications in the new system and is there any way to enhance notifications to CIRs? (6/28/23)

• A. The CCM system will include tasks and reviews that will help the case manager manage their caseloads, including CIRs. For CIRs specifically, the primary case manager will receive a task if follow-up is needed following the review. This task will also go to a queue that anyone with access can monitor to either assist with tasks or simply monitor them to ensure they are being completed. We believe what will be implemented will be enhanced over the current system, but we also hope to receive feedback or suggestions for future improvements from users once they become familiar with the system. 
   

Q. What are agencies supposed to be using Queues for? (6/28/23)

• A. Agencies will use Queues for supervisory reviews and monitoring of case management tasks, Critical Incident activities, third-party reviews, and other administrative tasks. As agencies use the system, we anticipate that they may have other ideas on how this feature could be used in the future.

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Activity Log

Q. In the Activity Log, what do we enter for “Persons Contacted” when we are documenting information received through reports from Consumer Directed Attendant Support Services (CDASS) Financial Management Service (FMS) providers, for example, or a verification of services report from an agency provider? (5/8/23)

• A. In general, the user should select the most appropriate option that best reflects the contact made. For CDASS FMS providers select “Fiscal Agent” and for agency providers, select “Service Provider”, unless there is a more specific provider type description available to select. There is also a "Not Applicable" choice that can be selected and the user can explain or document what information was received in the narrative text box field if the other selection options do not reflect the contact.

Q. Will only Supervisor roles be able to delete a contact in the CCM system? (6/5/23)

• A. Currently, all user roles are able to delete/void a member contact. This includes Administrative staff, Case Managers, Case Manager Supervisors, and Case Management Agency Administrators. Users can also expire/discontinue the contact if they prefer not to delete/void the entire contact. 

Q. I just noticed in Case Notes there is an option to display full narrative like in the BUS. Is it a possibility that we can use Case Notes instead of Activity Log? (6/5/23)

• A: For Go Live Phase 1, we are instructing everyone to use the Activity Log, as the Activity Logs most closely resemble BUS Log Notes functionality and contain all of the same required fields/information. There is a current project in progress to combine the features of the Activity Log and Case Notes into one log note feature for future phases. The Case Notes will remain in the CCM system for Phase 1 but are not to be used by case managers.
   

Q. Will there be a way to review a group of log notes? Currently, we can only see a way to click on each individual log note which makes referring back to what has occurred over a long period of time more challenging and time-consuming. (6/5/23)

• A: In the member record, all activity logs will be visible. There will also be a detailed log note report, as well as functional area log notes that will show all the creation, edits, and voiding of that function.
   

Q. Under Activity Logs, Contact Date is required, but there is also a field called "Event Date" what is that? Is Contact Time relevant? or is it like in the BUS where it is basically irrelevant in most cases? (7/6/23)

• A. Contact date and contact time will be automatically completed by the system at the time of entry, Event Date is not a required field but can and should be filled in if the entry date (Contact Date) differs from the date the activity that is being documented occurred (Event Date). Refer to the “Activity Logs” job aid.

Q.  Often an activity log could include several contacts (HHS, Schools, providers, etc.) How is it recommended to capture that in a Log Note? Will we have to add one-time contacts? (7/6/23)

• A.  You will not have to add one-time or infrequent contacts to the contact list; however, if you do add contacts, you can auto-populate their information into the activity log. Discretion can be used when completing the activity log entry when more than one contact is involved in the activity. When this occurs, if one or all of the contacts were substantive and not necessarily related, then you may want to enter separate logs. For example, you contacted the member and the guardian, but the conversations were on distinct/different topics, so you may want to log them separately. Other times you may want to log an activity under one primary contact, even if other individuals were involved, for example, you may have contacted the member and then made a follow-up email to their supported employment (SE) coach. In this case, you would enter the activity log with the member as the contact and then include in the narrative note that you sent a follow-up email to the SE coach. This scenario could also be done as two separate activity logs under each contact. Whether it's a one-time contact or multiple contacts involved in one event, every contact should be documented. Please refer to the “Activity Logs” desk aid. 
   

Q. Is there guidance on how to mark a log note/activity log “face to face” when we are completing monitoring contacts through virtual means? Currently, we mark “face to face” for monitoring, even if the method was a telephone call due to HCPF guidance given during the Public Health Emergency (PHE).  Is this still the current practice since the PHE has ended? (Updated 7/20/23)

• A.  Please refer to the Single Entry Point Rates Data and Rates Technical Guide or the Community Centered Board Data and Rates Technical Guide which are both located on the LTSS Case Management Tools page under the Other Resources section.
   

Q. Do case managers complete an activity log for travel to/from visits? There is no longer a travel option in type of contact. (7/20/23)

• A. This is no longer needed as travel costs are factored into the PMPM rates. 
   

Q. Are we able to see all agencies' activity log notes? (9/27/23)

• A. CMAs that are assigned to the member’s Care Team will be able to view all the activity log notes for that member, unless the user has restricted access due to security concerns.
   

​​​​​​​Q. When are Family Support programs supposed to start entering activity logs in the CCM? (10/4/23)

• A. State General Fund programs do not have a delay in entering Activity Logs. Further guidance is provided in the Job Aids titled “CCM System Phase 1 Guide - Pre Go Live,” “CCM System Phase 1 Guide - Post Go Live,” and “State General Fund Program.” 
   

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Correspondences / Letters / Documents

Q. Will we be able to download documentation out of the CCM System? Certifications, Assessments, SP's? (4/17/23)

• A. Much of the information can be downloaded or printed from the CCM. Many of these are done using the Merge and Send and reporting features in the CCM.
   

Q.  In regards to the certification page, where will we get the provider number and the confirmation number? Will those auto-generate? (5/8/23)

• A.  For Phase 1, with the legacy 100.2, the confirmation number that the BUS auto-generates is no longer needed. The provider number will have to be typed in by the case manager when the certification page is created.
   

Q. Will Notice of Appeals (NOAs) have rules that auto-generate onto them or will CMAs still be responsible for identifying the connecting rules and filling them in? If not now, is that a future consideration for the system? (6/5/23)

• A. Case Managers will still be responsible for selecting the most appropriate rule citation for NOAs.
   

Q. Should we be saving all member-related documents in the CCM, or should we still be keeping file records in our own document storage systems? (6/28/23)

• A. All required documents can and should be uploaded into the system’s member record. The hope would be that this new functionality in the CCM will eventually eliminate the need for agencies to maintain separate systems to store documents outside of the CCM. 
   

Q. In the Notice of Action training we had a couple of weeks ago, they said that the Letter Date = Effective Date but the system adds an additional 11 days to the Letter Date when it generates the effective date in the letter. How do we indicate the effective date on the 803 in the new system? (6/28/23)

• A. The system generates the effective date automatically and merges it into the letter when the user enters the date in the "Letter Date" field. That is what they meant when they said the system added an additional 11 days to the letter date. So if the letter is being mailed on 6/1/23, that date will be entered into the "Letter Date" field. That date will then merge at the top of the letter as 6/1/23 and, in the body of the letter where it refers to the effective date of the action, 6/12/23 will appear, because the system has automatically added 11 days to the "Letter Date" to provide the required 10-day notice. 
   

Q. When would we create and send the LTC Not Eligible letter versus the LTC Benefits Decrease-Change-Denied letter? (6/28/23)

• A. The NOA letter “LTC Not Eligible” is sent to the member by the case manager when the level of care is not met. The NOA letter called “LTC Benefits Decrease Change Denied” is sent to the member by the case manager when services are being decreased, changed, or denied.
   

Q. Is there an automated task generated in CCM to notify the case manager when to send the NOA “LTC Decrease, Change, Denied” letter when denying or decreasing services/revisions? (6/28/23)

• A. There is no automated task/notification to notify case managers when to send the “LTC Benefits Decrease, Change, Denied” NOA letter. Currently, this is a manual task to be completed by case managers when a member’s services are being reduced, denied, or changed. Once this letter is created and sent, an automated task notification will be generated and sent to the case manager to inform providers of upcoming service changes. It will be possible during future phases to include this notification/task. 
   

Q. When a NOA is reviewed by a supervisor, will it generate their signature on the form? (7/6/23)

• A. It will be possible to generate, save, and use a Supervisor’s signature for Notice of Action letters and other documents; however, each CMA will decide how they would like to operationalize the process, depending on their organizational structure. 

Q. What happens if a PMIP comes in and does not have case manager info? How will they get it? (7/6/23)

• A. As long as a PMIP comes in with the member’s demographic information completed, the case manager can be identified in the CCM from the member record. Whoever receives the PMIP, can send a message to the case manager notifying them and either they or the case manager can upload the PMIP, depending on the agency’s operational procedures. 
   

Q. Where can I find documents that have been uploaded to the CCM in various different screens? (7/18/23)

• A. All documents can be viewed on the screen on which they were uploaded and also by navigating to the document center in the member’s record ( Activities, Documents), with the exception of some CIR documents. 
   

Q. Is there guidance on how to mark a log note/activity log “face to face” when we are completing monitoring contacts through virtual means? Currently, we mark “face to face” for monitoring, even if the method was a telephone call due to HCPF guidance given during the Public Health Emergency (PHE).  Is this still the current practice since the PHE has ended? (Updated 7/20/23)

• A. Please refer to the Single Entry Point Rates Data and Rates Technical Guide or the Community Centered Board Data and Rates Technical Guide which are both located on the LTSS Case Management Forms and Tools page under the Resources section.
   

Q. Do case managers complete an activity log for travel to/from visits? There is no longer a travel option in type of contact. (7/20/23)

• A: This is no longer needed as travel costs are factored into the PMPM rates.
   

Q. Do we have to upload the info share to the CCM? (9/6/23)

• A. We recommend that you upload the Eligibility Information Sharing form with the Certification Form until Streamlined Eligibility is implemented in the CCM system and the form is no longer needed. This will help to document contact with the county in the member record. However, it is not a required member record document.
   

Q. On the Checklist for Initial HCBS Enrollment, it is showing that once the PMIP is received back we are to send the NOA to the member. I thought once they are both functionally and financially eligible we send out the 803. Can you tell us why we would have to send out the NOA form after receiving the PMIP but before they are eligible financially? (9/27/23)

• A. You should not be waiting to send the Notice of Action (NOA/803) until after financial eligibility is determined. At the time the functional eligibility is determined via the Level of Care assessment, a Notice of Action should be provided. The County DHS must provide a separate notification to an applicant regarding the financial eligibility decision.

Q. Regarding the fillable 803’s sent out and on the HCPF website they do not have a dropdown for nursing home assessments or PACE, or LTHH, please advise. (9/27/23)

• A. An updated document including those dropdown options has been uploaded to the LTSS Case Management Tools website.
   

Q. We have noticed that you have to put in a regulation for approvals which was not previously required. So we were wondering what your thoughts were on putting that in and what regulation it should be. (9/27/23)

• A. Identifying the eligibility decision and the reason and citation for the decision is required by rule. Case managers should cite the eligibility regulations specific to the program type being approved. HCPF is currently developing a reference document to guide case managers to identify appropriate rule citations for related decisions and decision reasons. This resource will be provided as soon as it is reviewed for plain language and translation.
  ​​​​​​​

Q. Case managers are receiving the notice “Member met level of care (LOC), send LTSS LOC Eligibility Approved” for members after completing a Continued Stay Review (CSR) 100.2 assessment.  Do case managers need to send a notice of action (NOA) annually for all CSRs, or is the NOA only sent for initial enrollments? (10/18/23)

• A. An LOC Eligibility Approved NOA should be sent for Initials only. This task was configured prior to this final policy decision being made and will be reworded in the future to reflect the need to send the appropriate NOA when there are benefit changes at CSR.
   

Q. If we upload documents into the CCM do we also have to maintain a paper copy? (2/1/24)

• A. As long as the document is uploaded to the CCM as directed, there is no need to retain a hard copy or to provide a hard copy when transferring member records to another case management agency.
   

Q. Since we are currently uploading PDF NOA documents, will we continue to upload these documents once the issue has been resolved? (2/1/24)

• A. No. Once the revised NOAs are in the CCM, they will be created in the CCM and will not need to be uploaded separately.

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Care Plan and Service Plan

Q. Where in the CCM is the information that used to be in the BUS HCBS, IADL, and DD sections? (5/8/23)

• A. The Legacy Service Plan in the CCM is a hybrid mix of MedCompass screens and assessment documents, so you will not find specific screens or tabs labeled “HCBS,” “DD” or “IADL” in the CCM. Instead, there is an IADL and Legacy Service Plan assessment and fields in the Service Plan screen that will capture the information formally in the BUS Service Plan, for example, service providers; scope, frequency, and duration of services; supervision levels; and contingency plans.
   

Q. Will the new system calculate units like the service plan HCBS tab did?  (5/8/23)

• A. The CCM Service Plan screen will calculate units.
   

Q. Are risk scores from the SIS assessment until the replacement in the system comes in? What is the source of risk scores? (6/5/23)

• A. The risk scores as well as other factors from the Support Level/SIS are loading to CCM from the Interchange interface, for easy reference. They can be found within the Service Plan screen in the CCM.
   

Q. We noticed the CCM system automatically provides an end date of a calendar year for a certification span.  Are mid-month end dates new?  Are rules and guidelines changing? (6/28/23)

• A. No, the rules and guidelines in regard to end dates are not changing. The CCM system auto-populates the certification end date to be exactly 1 year from the start date, however, the case manager can edit and correct the end date.
   

Q. If we click "member set" for a goal because it is not tied to any HCBS services, we were told these would not automatically be uploaded to the Bridge. Do we need to enter these “member set” goals into both the CCM and the Bridge? If so, are there plans to address the duplication in work?  Also, will the communication between the Bridge and the CCM be active immediately at go-live? (6/28/23)

• A. Goals identified as "Member Set" by using the toggle button indicate that the goal is a member's personal goal. No, you do not need to enter personal goals indicated in the CCM by selecting “Member Set” into the Bridge. Only service goals have to be entered, so there should be no duplication. Yes, the interface between the Bridge and the CCM will be active at Go Live. 

Q. We were told that the copy button on the legacy 100.2 will not be functional and that we will only be able to use the copy function when the new assessment tool goes live. This means that case managers will need to enter each assessment from scratch which will add to their overall workload. Is there a way to reconsider this and make the copy button functional for the legacy 100.2? (6/28/23)

• A. Unfortunately, no. We were unable to make this available due to the implications for data migration and our timeline. If there is a 100.2 in the BUS as of the Freeze, then there will be one in the system at Go Live. These can be used for reference and open text fields can be copied and pasted. This will only be for the time period from July to approximately October when we transition to the new assessment instruments. We have planned as many aspects of this transition to avoid any duplication or additional workload for agencies and case managers, but there were areas where we were just not able to avoid it entirely. 
   

Q. Can the Care Plan/Service Plan be entered prior to financial approval for new Intakes? Sometimes there are months between our assessment and financial approval. If we cannot enter them prior to financial approval, does HCPF have any guidance on how we store the Service Plan/Care Plan information obtained at the Intake Assessment until they are financially approved and they can be entered? Or is HCPF expecting that the initial level of care assessment and the care plan be completed at separate times? (7/6/23)

• A. No, the Care Plan cannot be entered prior to the financial eligibility approval occurring with the exception of PACE (CMAs do not complete plans) and TRAILS (presumed financial eligibility) members. The process involves completing a 100.2, opening a Program card that is pending financial eligibility, and sending the Certification information to the county. Once eligibility is confirmed the Bridge will be updated to reflect the open benefits which will then be updated within CCM through the Health Coverage section. When CCM is updated the Program card will be updated to the status of Pending Assessments, and the system will generate a task for the case manager informing them that financial approval has been obtained. Once the Program card is updated to Open by the case manager the Service Plan and Care Plan card will populate. 

  Service Plan/Care Plan information can be stored in notes, included in your Activity Log, or even within the Intake Screen Tool, which includes several questions/responses that will document information used in the planning process and has an area for Notes/Comments that can store information until the Service Plan is completed.

  The Care Plan within CCM consists of the Goals and will be worked on concurrently with the Service Plan. The initial level of care assessment or 100.2 for Phase 1 is expected to be done at separate times for the initial enrollment. 
   

​​​​​​Q. Should CMAs enter Care Plans? (7/20/23)

• A. Yes, Care Plans need to be completed for all Initial or continued stay review (CSR) service planning processes that are being entered into the CCM for the first time along with the associated ULTC 100.2, Support Plan, and Service Plan information.
   

Q. Is the only purpose of the Care Plan section to add a goal? (9/6/23)

• A. The Care Plan section is where you document the member service goals and their personal goals. This has an interface with the Bridge PPA/PAR that links the service goals to the services in the PPA/PAR. 
   

Q. Can you enter multiple goals into the Care Plan? (9/27/23)

• A. Yes, multiple goals can be entered for each issue/problem or multiple issues/problems can have a single goal. 
   

Q. Does the financial approval have anything to do with the Care Plan and Service cards populating? (9/27/23)

• A. Yes, for initial assessments, along with other prerequisites, the Health Record card (financial eligibility) must be received from the interface in order for the Care Plan and Service Plan cards to be generated. For Continued Stay Reviews (CSRs), the Care Plan and Service Plan cards will generate as long as the current Health Record card span overlaps the CSR span, but the Program Card status will not change to “open” until the Health Record card has been updated. 
   

Q. I can’t find where the Contingency Plan goes. Can you help? (9/27/23)

• A. Contingency Plans are called “Backups” in CCM and the process for accessing and entering the information can be found in the Service Plan, Care Plan, and Bridge Interface job aid.
   

​​​​​​​​​​​​​​Q. Could the backups (formerly contingency plan) be entered in just one area of the service plan? (10/4/23)

• A. Not at this time. However, HCPF is willing to take this under consideration for future design changes to the CCM.
   

Q, Is the Care Plan in CCM necessary? Could we just enter the goals in Bridge like we used to do? It would be a lot easier if we just did the program card, 100.2 assessment, Bridge PPA, and service plan. (10/4/23)

• A, Yes, the care plan in the CCM is necessary as an intermediate step in preparation for the eventual elimination of the Bridge and the implementation of the new Person-Centered Support Plan and PCBA. Once the initial transition to the CCM is complete, we anticipate completion of the care plan to be comparable to entering goals in the Bridge and to improve overall compliance.
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Q. For the Contingency Plan, what to do if a provider isn’t listed in CCM? (10/18/23)

• A. When reviewing the Service Plan the Service section will reflect the information from the Bridge PPA including “No Provider Identified”. 
  
  Case Managers can add the Provider Name to the Backups section within the specific Service Plan Service Detail by selecting “Formal” for the Designation field and searching for the provider. Paid providers should be listed in the CCM, as it includes all approved providers. Please use only the fields on the right-hand side, and ensure any fields in the “Location” (or left-hand side) are empty. Please also ensure that the toggle button on the left side is kept in the off position. Results can be limited by selecting the Provider Type of “Home & Community Based Services”. 
   

Q. Some fields within the Service Plan appear to be available to edit when they shouldn’t be. Are we able to make edits? (10/18/23)

• A. On the Service Plan screen, Description, Total Cost of Services, and Budget fields should be read-only and be grayed out but are not. An error message will be generated when the Description is changed, and data will not be saved if an attempt is made to change data in the Description field. The data in the Total Cost of Services and Budget fields will revert to the original amount if an attempt is made to change data.
   

Q. When I select the option to “Sign” from the three-dot menu of the Service Plan screen it doesn’t work. Why?  (10/18/23)

•  A. The functionality to “sign” Service Plans is not available. When this option is selected then the following message appears: “There is no active signature configuration available for this item.” Close the message box, continue work and use the merge and send function to send the Support Plan Signature Page to collect signatures.
   

Q. Is Rights Modification information not available from legacy support plan? (10/19/23)

• A. No. To view current Rights Modification information refer to the BUS. For new Rights Modification or changes to an existing Rights Modification, please complete the Department-prescribed PDF outside of the CCM System and upload the PDF to the CCM. Refer to the CCM System Go Live Phase 1 Guide, section V for details. The information from the BUS will be converted into PDFs and uploaded to the CCM at a later date.

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Critical Incident Reporting

Q. Our agency relies on the Critical Incident Report (CIR) follow-up notifications from HCPF. Will there continue to be those notifications in the new system and is there any way to enhance notifications to CIRs? (6/28/23)

• A. The CCM system will include tasks and reviews that will help the case manager manage their caseloads, including CIRs. For CIRs specifically, the primary case manager will receive a task if follow-up is needed following the review. This task will also go to a queue that anyone with access can monitor to either assist with tasks or simply monitor them to ensure they are being completed. We believe what will be implemented will be enhanced over the current system, but we also hope to receive feedback or suggestions for future improvements from users once they become familiar with the system. 
   

Q. Will the additional CIR information under Tools be required for all CIRs? (6/28/23)

• A. Yes, the "CIRS Further Incident Information" section is required for all CIR reports. This is where the majority of the information of the CIR is entered.  
   

Q. When entering a CIR, when would we use the “Security Restrict Access” button? (7/6/23)

• A. This would be used when the CIR involves a person from the CMA who should not be able to see the details in the CIR - such as an allegation of abuse/neglect against the case manager or CMA staff.

Q. Since the Reporter Info section doesn't give the option for case manager, what option would we select if a case manager reports the CIR? (7/6/23)

• A. To clarify, the "Reporter Info" section is not meant to capture who is entering the CIR into the system, but rather who reported the CIR to the case manager. In situations where the case manager is the initial reporter; for the field, “Source of Information” you would select “Provider”, enter the case manager information in the other fields, and select “Case Manager/CMA” for the “Reporter Relationship” field.
   

Q. We have heard there is Admission, Discharge, Transfer data (ADT) available in the CCM system. How do we access ADT data and what will the expectations be for how case managers use the incoming data? It is our understanding that discharge notifications will be rolled out when the CCM goes live. We have been told that case managers will only receive notifications when someone is discharged from the hospital, not when they are admitted. (7/20/23)

• A. Both discharges and admissions will be represented in the data extraction into CCM. The ADT data that is extracted and displayed in CCM is based on emergency admissions only, meaning that the processing step will look for values in the Reason for Visit field of one of the following:  E, EMER, EMR, EMG, ER, and EMERGENCY. This may not reflect all emergency events if the creators of the data don't enter those specific reasons. The Department does not have any requirements specific to the ADT information at this time. 

Q. We also understand Gainwell will have a two-day turnaround on this data, so we may not find out someone was hospitalized for at least two days after they are discharged. This could lead to a delay in CIR submissions. We would like to know more about the process for CMs to use these notifications when they come in and what expectations will be from HCPF. (7/20/23)

• A. The ADT data from the Health Information Exchange's CORHIO/Contexture and QHN are sent to IBM/BIDM to pass onto Gainwell for processing on a daily basis. The files are expected to arrive the morning after ADT events happen during the prior day. Gainwell processing will take place and by the time it lands in CCM, there may be a day-and-a-half to two-day lag, depending on when Gainwell processes the job. At this time, HCPF has not tested case manager notifications related to ADT data. HCPF does not have any requirements specific to the ADT information at this time; however, critical incident reports would not be expected to be completed prior to the date the ADT data was made available in the CCM, if that is the only source of the report.
   

Q. If a CIR or Activity Log are marked as restricted, are others still able to view? (12/15/23)

• A. No, unless the “Restrict User Access” or the “Restrict Role Access” are updated to allow the Specific Individual or Role.
   

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Program

Q.  If you are on vacation and you have coworkers covering for you, do you have to add them as additional care managers in the CCM system? (5/8/23)

• A.  All CMA case managers will be able to access all of the CMA Members. Therefore, for short coverage periods, case managers will simply access the members they are covering under their own user credentials and complete tasks as usual. In these instances, some of the automatically generated tasks will go to the covering case manager; however, they can reassign any uncompleted tasks to the assigned case manager once they are no longer covering the case. For extended coverage periods, covering case managers can add themselves to the care team.
   

Q.  What do I do if my member’s program card is blank after data migration? (7/6/23)

• A. If a member program card is blank, case managers should fill in the missing information instead of attempting to create a new card.
   

Q. What do we do when a member has two program cards for the same program? (9/27/23)

• A. First, you will want to open each program card and check that the cert span dates do not overlap.  A member may have 2 program cards for the same program but with different cert span dates. This would occur when a CSR is entered for the member for the same program but the previous end date has not passed yet. In this scenario, the system will automatically close the program card when the end date is reached. If there are two program cards that are identical in every way, including the cert span dates, you can close out one of the duplicates by updating the program status to “Closed” with a “Closed Date.”
   

Q. Why do we add a new program card? Wouldn't the program area follow the member? (9/27/23)

• A. The Program Cards in the CCM work differently than they did in the BUS. The Program Cards in CCM work in tandem with the Health Coverage in the Bridge. They are a more accurate reflection of the member's approved LTC Waiver services and eventually they will interface with CBMS.
   

Q. If a member is changing programs, would we enter a new Program Card? (9/27/23)

• A. If a member is changing programs and the Level of Care (ULTC 100.2) assessment has been completed, then you would create a new program card following the initial process.
   

Q. Are individuals with multiple active programs, such as HCBS and LTHH, supposed to have more than one Program Card? (9/27/23)

• A. Each program that a member is pending or actively enrolled in will have a Program Card. If the member is active in more than one program, such as HCBS and LTHH, there will be more than one Program Card.
   

​​​​​​​​Q. Are we supposed to continue to send in a ticket or who do I contact to void a duplicate program card? (10/4/23)

• A. Please submit a CCM Support Request.
   

Q. Are we allowed to re-open a program card in the case that the program data merged from BUS was incorrect. (Example of incorrect cert date in card: 7/1/20-6/30/2013). (10/18/23)

• A. Yes you may reopen a program card to correct dates. In the example provided, it looks like this is a former program, so you should have an additional program card for your current program span. 
   

Q. Can you please explain why the end date is an open-end date and not the end of the client's cert period? (10/18/23)

• A. Open end dates may be used for PACE and/or Nursing facility programs.
   

Q. For FSSP, since the Most in Need Assessment is completed once prior to the upcoming fiscal year (ex. June) for existing members, the “Assessment/Support Plan” does not have an open assessment, where do we upload the Support Plan as they occur at different times? (10/18/23)

• A. For instances where the Assessment is not created in CCM, you may upload the FSSP Support Plan to the Document Center. Please refer to the Document Management job aid for further details.
   

Q. Why would CCM update the program card to reflect “Pending assessments” when the LOC Legacy 100.2 has already been completed? (10/19/23)

• A. “Pending Assessments” is the status used to indicate that the applicable health coverage has been confirmed and support planning is in process. For HCBS programs this includes completing the Care Plan, Service Plan, Legacy Service Plan and PAR, but may vary depending on the program, therefore general terminology is used. 
   

Q. We’re seeing that CBMS is closing program records automatically; however, it’s not re-opening programs when eligibility is reinstated. Do we change the status of the program card back to open? (2/1/24)

• A. When you identify this has occurred you can reopen the program card so you may continue on with your work; however, please contact the CCM Support Center to report it and obtain screenshots prior to making changes. That will assist AssureCare to identify the resolution.

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Referral and Intake

Q.  How do you process an intake for a person that is already an open member, that is changing programs? i.e. HCBS to a skilled nursing facility (SNF). (5/8/23)

• A. If a SNF referral comes in on an active/current HCBS member, the case manager will enter the referral information into the Referral section in CCM as an inbound referral and follow the steps to set up and complete the level of care assessment. 
   

Q. When we receive a referral from the hospital, do we use the hospital or their permanent address in the Risk part of the Intake Screen? (6/5/23)

• A. When completing the Colorado Intake Screen, there is a Risk Trigger section that addresses the individual's current living situation. The user will need to determine what is most applicable to the member's living situation. If they have a permanent home address and are in the hospital for a short-term stay and the user chooses to use the permanent home address, there is an additional question that includes the option: "Currently residing in or being discharged from a hospital, nursing facility, or other facility." Despite which option is selected, if the individual is in the hospital when the referral is made, they will receive an expedited Level of Care assessment within 2 business days of the referral. 
   

Q. We are gathering information in the intake screen that is also asked in various other places (such as the “profile section”). Will the system support eliminating duplicate data entry? (6/28/23)

• A. Yes, the system has functionality to eliminate duplicate entries. There are several items that will auto-populate from the Intake Screen assessment into the Profile Summary, removing the need to reopen the Intake Screen assessment after it is completed to view data. There are also other fields on the Profile Summary screen that will populate directly from the member’s interChange/MMIS account, which is the “source of truth” for much of their demographic information. The auto-population functionality will largely eliminate duplication if, when you are entering a member for the first time, you only complete the minimum required fields in the profile before completing the intake assessment. Once the member is matched and synced in the CCM to their interChange account, much of their demographic information will be automatically populated and updated when there are changes.
   

Q. Part of the intake screen is gathering information about referrals needed, but then you have to go to another section to create referrals. Will the system support making this easier and automating referrals based on what you already entered and what you checked? (6/28/23)

• A. When you identify referrals that are needed in the Intake Screen, the system will automatically create an “outbound” referral card in the system for each referral identified where case managers can complete any additional activity/outcome related to the referral. It also creates an “inbound” referral card for the referral contact that originated the Intake Screen. 
   

Q. Is the expectation for CMAs to document all contacts in the system or just those moving forward with an intake screen? If the expectation is to document all contacts, what does that look like? (6/28/23)

• A. The process will collect all contacts in the system, not just those with whom you move forward with an Intake Screen. 
  
  If you are contacted with a referral, either directly or on behalf of someone, you would complete a global search for the person whom it concerns and, if they are not in the system, you would then Select the +New, +Search, and Add and then “add select add new member” when the member does not already exist. 
  
  You will go to the “Profile Summary” with the only required fields, First and Last Name, already populated from the search screen. Then you will save. At this point, you can either proceed to the Intake Screen if it is indicated, or you can enter a basic Inbound referral. When you complete the Intake Screen, it will automatically open an inbound Intake and Referral (I&R) card associated with the intake screen assessment, and if any other referrals are indicated in the screen, outbound I&R cards will also be created automatically. Some of the information collected in the Intake Screen assessment will also automatically populate into the “Profile Summary” screen from the intake, e.g., DOB and SSN. But additional information can be added and the referral information can be updated as the referral progresses, as appropriate. 
   

Q. Is the referral section operational and how would you like us to use it? Is the primary expectation that we complete the intake screening tool for new referrals? (9/6/23)

• A. Yes, the referral section is operational. Yes, the Intake Screen should be used for new referrals. The Intake Screen will automatically populate referral cards for the Incoming Referral, as well as outgoing referrals that are indicated in the Intake Screen. Then any activity that occurs with that referral can be tracked using the referral card. Outside of the initial intake and referral process, you can also manually create referral cards, for example, if an existing member requests a referral for non-LTSS services and you provide the referral.  
   

Q. Once we go through the intake tool, and click on DD Determination in process, the screening tool stops. Once someone goes through DD determination, are we supposed to go back to the Intake Screen? Or is the intake screen considered complete once we click on DD determination in process? Should we click on complete? (10/4/23)

• A. The Intake Screen does not need to be updated after DD Determination. You may click on “complete” once the Intake Screen is finished.

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Waiting List Management

Q. Why would a level of care assessment need to be done if they're only on the waiting list but have no intentions of enrolling in other services? (6/28/23)

• A. This is to assure that only those who are actually eligible for the HCBS-DD waiver (over 18), based on an assessment of their level of care at the time, are placed on the ASAA waiting list. It is a contractual requirement for a level of care assessment to be completed and the level of care to be met prior to being placed on the waitlist.

Q. Are you able to edit the Waiting List placement date if it is incorrect?  It appears to be grayed out and uneditable. (6/28/23)

• A. No, the Waiting List placement date is system-generated after specific criteria are met within the member’s record.  

Q. Is the priority enrollment related to reserved capacity for the DD waiver? (6/28/23)

• A. Yes, an alternative to the ASAA waiting list method is to receive authorization to enroll in the HCBS-DD waiting list through Reserve Capacity. Reserve Capacity enrollments include those authorized through the exception to the waiting list protocol. Exception (or priority) enrollments are categorized as either Emergency, Youth Transitions, or Deinstitutionalization. Emergency enrollments can be requested when the health, safety, and welfare of an individual or others are in danger due to homelessness, an abusive or neglectful situation, danger to others, danger to self, or loss or incapacitation of a primary caregiver

Q. Can someone be placed on the FSSP waitlist without a Most In Need Assessment on file? (6/28/23)

• A. No, the Most In Need Assessment is required in order to save a waiting list record for the Family Support Services Program (FSSP).

Q. Does a supervisor need to review emergency enrollments or is a task just sent to the Department for review? (6/28/23)

• A. The expectation is that an emergency enrollment review (EER) will follow the current process when we go live in CCM. The case manager will assign the task to the supervisor/EER main contact at their agency for review/edits. Once it is reviewed and approved by the supervisor/EER main contact, the case manager can submit the EER to the Department queue.
   

Q. For the Waiting List, is there an “As Soon As Available” (ASAA) or “Safety Net” designations? (7/18/23)

• A. Yes, ASAA and safety net (date specific) are still there.
   

Q. For emergency enrollment requests, does the type of program matter for the level of care? Like if they are on EBD, is that LOC sufficient? (7/20/23)

• A. As long as they have been determined to meet the level of care for the program for which they are requesting the emergency enrollment, that LOC assessment is sufficient. For example, the level of care required for EBD is Nursing Facility Level of Care, which is the same for DD (with an IDD diagnosis). Therefore, the existing LOC assessment would be sufficient for the purpose of requesting emergency enrollment.
   

​​​​​​​​​​​​​​Q. If a member’s waiting list info was in CCMS/DDDWeb, should I still add a waiting list to the CCM? Or will this info eventually be merged over from CCMS to the CCM? (10/4/23)

• A. The waiting list will be migrated over from CCMS.
   

Q. The “waiting list review date,” is this only used for when someone is changing their timeline? (10/4/23)

• A. No, case managers should be discussing the waiting list status and timeline with members annually to determine whether they would like it to be changed.  The “waiting list review date” is the date that this discussion with the member occurs each year, regardless of whether there is a change to the status or timeline.
   

Q. When we submit an emergency request, should the DD waiting list record be updated to reflect “Priority Enrollment Requested” even if the person has been waiting for years? (10/4/23)

• A. A member’s waiting list record should be updated to reflect the type of request.
  
  There is a current Known Issue: Long Term Care (LTC) Waiting List fields are not available to edit after saving. 
  
  The Priority Enrollment Requested field, and the Placement Date & Time field are not available to edit after saving the screen. 
  
  Interim Solution: Use the three-dot menu to send a task to HCPF staff (Mary Stuckwisch – Username stuckmar1) if a priority enrollment is requested, a review is needed, or if any other update is needed to a read-only field.
   

Q. When entering a DD waiting list, does a 100.2 need to be completed in the CCM prior to a waiting list entry? (10/4/23)

• A. For individuals over the age of 18, a Level of Care must be completed prior to adding someone to the DD waiting list. For individuals under the age of 18 (ages 14-18), a Level of Care is not required to add to the DD waiting list. For specifics on how to add someone to the DD waiting list, please review the Inputting a Developmental Delay or Disability Determination and Placing a Member on a Waiting List job aid.
   

Q. Why is it, when I am entering a Waiting List record, it saves and then immediately voids the record? (2/1/24)

• A: If the Priority Enrollment Requested field is not populated and a duplicate waiting list is entered and saved, the system will automatically void the waiting list entry to prevent duplicate records. 
   

Q. Why is it, when I am entering a Waiting List record, it does not save and a red box error is generated? (2/1/24)

• A. If the Priority Enrollment Requested field is populated, and the user creates and saves a duplicate waiting list record, the system will not allow it to be saved and a red box error is generated.
   

Q. For the LOC related to the Waitlist for DD waiver for those ASAA and 18+, is a “NEW” PMIP required? (2/1/24)

• A. A new PMIP is required for initial level of care assessments, but is not required for HCBS waiver continued stay reviews or for level of care assessments used to determine the need for 24-hour/7-day care prior to being placed on the waiting list.
   

Q. What is needed for a DD waiver waiting list record to populate in CCM for individuals 18+? (2/1/24)

• A. The CCM requires an approved Developmental Disability Determination with waiting list indicated and an LOC assessment, separate from CSR/Initial assessment, for the DD waiver waiting list, including PMIP information. 
   

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