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Care and Case Management FAQ

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Page Updated: March 6, 2024

 

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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)

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)

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? What should they tell the hospital? (7/18/23)

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)

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)

 

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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 located in the CCM System Training Resources Folder.


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 located in the CCM System Training Resources Folder
     

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)

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.
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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)

​​​​​​​​​​​​​​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)

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. More information can be found in the Referral and Intake section of the FAQs and in the Job Aids Care and Case Management (CCM) System Job Aid Glossary
     

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)

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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Care Team

Q. Will CMAs be able to view a history of care providers for a member? (7/6/23)

  • A. Yes, CMAs will be able to use the "Care Provider History" report. This would allow for the current CMA to note any previous providers who are no longer current providers for the member.
     

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. How is a member’s assigned primary case manager identified in the CCM? (7/6/23)

  • A. Users can navigate to the “Care Team” screen and select “Staff Members.” On the Card View, Primary will follow the case manager’s name. On the Table View, a “Yes” will be indicated if the case manager is primary.
     

Q. When should we be using the “void” option to remove a staff member vs. end dating? (7/10/23)

  • A. The ability to “void” records varies depending on the type of record and the role of the user. In general, you should only use “void” when the reason for voiding is one of the following: 
    • Created in Error/Inadvertently Created
    • Created in Wrong Member Record
    • Duplicate
    • Wrong Document Type Created
       

Q. How is the member case management assignment in the CCM determined following the data migration? (7/6/23)

  • A. The member case manager assignment in the Care and Case Management (CCM) System is based on the information that was recorded in the BUS as of June 27, 2023. 
     

Q. How do you search for and add a Nursing Facility as a provider in the Care Team section?  I am not finding any Nursing Facility Providers when searching. There are 0 results. (7/18/23)

  • A. When you need to add a Nursing Facility provider to the Care Provider section, select the “+New Care Provider” button and you will be taken to a search menu. The system defaults to have a zip code in the zip code field. Delete or remove the zip code from that field and then enter the name or first part of the name of the Nursing Facility in the “Organization Name” field and click search. 
     

Q. When I assign my member to myself it duplicates the member in my caseload list, how do I correct this? (9/27/23)

  • A. Duplicate members in a caseload can result from assigning a case manager to a member who is already active/assigned to them.  When that happens, please end date the second record using the same date as the start date of the record.
     

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. What does the “PCP/Pediatrician” toggle button in the ‘Care Provider’ section stand for? (9/27/23)

  • A. This field can and should be used to identify the primary case management agency. A request has been put in to relabel the field to indicate "Primary CMA.” 
     

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Colorado Single Assessment and Person-Centered Support Plan

Q. I have heard the new Assessment and Support Plan will take much longer to complete than the old ones and will require more visits to the member. This may increase case manager travel time, staffing, and mileage costs. (3/1/23)

  • A. The new Colorado Single Assessment (CSA) and the Person-Centered Support Plan (PCSP) are designed to replace the existing ULTC 100.2 functional assessment, IADL assessment, and Service Plan in the Benefit Utilization System (BUS). It will also include the new Needs Assessment. The Needs Assessment will replace the Support Intensity Scale (SIS) for Intellectual and Developmental Disability (IDD) waiver members; there is not currently a comparable assessment for non-IDD waivers. 

    When these new instruments were piloted in 2019, the entire process averaged 4 hours and 25 minutes. The Level of Care (LOC) Screen (replacement for ULTC 100.2) took 28 minutes; the Needs Assessment (replacement for SIS); averaged 2 hours and 17 minutes; and the Support Plan (replacement for BUS Service Plan) averaged 1 hour and 3 minutes. Therefore, the new LOC Screen and Support Plan do not take longer than their existing counterparts. The Needs Assessment does not take longer than the SIS; the average time for a SIS assessment is 3 hours.  Also, during the pilot, the system did not include all of the automation functionality that will be present when it is fully implemented. We expect that the fully functional automation features, along with familiarity with the instruments and system, will reduce the completion times initially and over time. 

    The most significant change will be for those waivers that have not previously required a counterpart to the new Needs Assessment to be administered, like the SIS. The new Needs Assessment is the first step in implementing the Person-Centered Budget Algorithm (PCBA), which will allow for person-centered, individualized budgets for members. 

    The expectation is that the process will require two visits; one to complete the new LOC Screen and the next to complete the new Needs Assessment and Person-Centered Support Plan. For some members, it may be appropriate to break up the Needs Assessment and Support Plan into separate visits. 

    Current rates for completing the Colorado Single Assessment (LOC Screen and Needs Assessment) are based on a time study completed in 2019. HCPF will continue to review the process, to determine the need to revise rates in the future, using data collected during Phase 2 of CCM system implementation.


Q. Will the assessment need to be completed "live" with the member or can case managers continue to take notes and enter the assessment upon return to the office? (3/1/23)

  • A. Case managers will need a laptop computer, or other portable electronic device, to complete the CSA and the PCSP.  Both the CSA and the PCSP include logic, pull forward answers, and skip patterns and are not designed to be completed on paper. The CCM system will have offline capabilities, which will allow case managers to enter responses to the CSA and the PCSP as they are provided by the member, even when no internet is available. 


Q. Will the Colorado Single Assessment be able to be copied year to year, so as not to have to complete all of the information from scratch, similar to the 100.2 assessment in the BUS? (3/1/23)

  • A. HCPF hopes that the use of a single Care and Case Management system will simplify the process. The system design will include features that share information across the member record and throughout the person-centered assessment and support planning process, as well as into the Continued Stay Reviews (CSR). 


Q. Our understanding is that the Needs Assessment will auto-populate into the Support Plan - will this be for all of the questions (mandatory and optional) in the Needs Assessment? (3/1/23)

  • A. No. Not all of the information from the Needs Assessment is needed in the Person-Centered Support Plan (PCSP), so not all of the questions will auto-populate into the PCSP.


Q. What do case managers do if the member wants them to leave before the assessment is completed? (3/1/23)

  • A. The CSA and the PCSP are designed to support consistent collection of data within a person-centered process. Case managers will be able to save an assessment and return later to complete it. 


Q. Can case managers skip around in the new assessment in order to address each area as the member brings them up, or do they have to complete them in order? (3/1/23)

  • A. For the most part, case managers will be able to address each area of the new CSA and the PCSP as the member brings them up. They do not have to be completed in order. The assessment is designed to promote a conversation between the case manager and the member and a natural flow of information. There are, however, sections or individual questions that are dependent on others being answered before you can cover them. 

Q. Will we use the new assessments when we go live? (3/21/23)

  • A. No, the new assessment will not be used at Go Live.
     

Q. We have heard that the CES application will go away with the new CCM (Phase 2 we believe). Will it just be incorporated into the CCM or for CES will we just be filling out the same information as we do for all the other waivers? (3/21/23)

  • A. The CES application will be phased out during the implementation of the Colorado Single Assessment (CSA) with Phase 2 of the CCM implementation. When all CMAs are utilizing the new CSA and PCSP, the CES application will be eliminated.  The Targeting Criteria for all HCBS waivers will now be embedded in the LOC Screen, thus eliminating the need for a separate CES application.

 

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Level of Care Eligibility Determination (LOC Screen)

Q. Can we upload a Professional Medical Information Page (PMIP) into the CCM? If so, will it auto-populate the listed diagnosis and other medical information into the CCM? (3/1/23)

  • A. The PMIP can and should be uploaded to the system when received. The interface with InterChange will auto-populate diagnosis and medications into the member's record. You will only have to enter any diagnosis and medications from the PMIP that are not already reflected through the interface into the member record. This should be minimal for existing members, as the data from the interface is based on claims data. The medical provider information from the PMIP will need to be entered into the LOC Screen. 


Q. Will a 3rd party reviewer still be required in the Children's Extensive Support (CES) waiver enrollment process? (3/1/23)

  • A. The CES waiver enrollment process will not change when the CCM system goes live. There will still be a third-party utilization review contractor (URC) review for CES enrollments and CSRs. Telligen reviewers will have access to the CCM. 
     

Q. Will the Level of Care have the capability to “print to pdf” so we can send the certification pages to the counties? (Prior to the CBMS Connectivity/Streamline Phase) (7/6/23)

  • A. The Level of Care assessment and certification page has print functionality. Once the Certification Mail and Merge document has been completed, you will be able to “View” the document.  After “View” is selected, you will then be able to print or download the pdf of the certification page. The process of sending the Certification page and Information Sharing form will still be manual until Phase 3. 

 

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Needs Assessment

Q. Do we have an idea of the time it will take to complete the mandatory questions only, in the Needs Assessment, compared to the time it takes to complete all of the mandatory plus optional questions? (3/1/23)

  • A. A time study of the assessments was completed for all the LOC Screen and needs assessment modules. We do not yet have a valid comparison for the time it takes to complete only the mandatory questions (exclusive of the additional optional questions) in the Needs Assessment.


Q. Will there be a requirement that anyone having an initial Needs Assessment completed will need to answer all of the questions, both mandatory and optional? (3/1/23)

  • A. By design, the selection of only the mandatory questions to answer in the Needs Assessment will be the member's choice. The intent is to avoid a default selection scenario such as, all initial referrals will require ALL mandatory plus optional questions to be answered, or all Continued Stay Reviews would require only the mandatory questions to be included. The optional questions are available for a deeper understanding of the member’s needs and wants. It is anticipated that a deeper review would be beneficial to someone, for example, who has more complicated needs, a recent change, or maybe a newer Health First Colorado member. A similar suggestion could be made that a more brief, mandatory-only set of questions would benefit someone with fewer needs, or who has historically been a Health First Colorado member, has stable needs/services, and is familiar with the program.


Q. How do we explain the difference between the mandatory and optional questions in the Needs Assessment? (3/1/23)

  • A. The Needs Assessment contains questions that require responses and others that are optional, as decided by the member. The assessment cannot be completed without the required questions being answered and, in the future, the responses to those questions will provide the data needed to determine the member’s PCBA. Optional questions provide an opportunity for a deeper and person-centered understanding of the member’s wants and needs help to inform the support planning process. 

 

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Service Authorization

Q. Will the PAR creation process change after the CCM system goes live? (3/1/23)

  • A. The PAR creation process will not change after the CCM system goes live. PARs will still be created in the Bridge and the CCM system will be integrated with the Bridge subsystem. 
     

Q. Will case managers still need to log into the Bridge for PARs separate from the CCM Production web? (3/1/23)

  • A. Yes. Case managers will still need to log into the Bridge separately from the CCM. The Bridge will continue to be used for service authorization/PARs until the Person-Centered Budget Algorithm (PCBA) is implemented. The Bridge and the CCM will have an interface so that data entered into the Bridge will be shared with the Service Plan screen in the CCM and data entered into the Care Plan screen in the CCM will be shared with the Bridge, eliminating duplicate entries. 
     

Q. Will the CCM system be able to recognize certain service limitations or unit caps automatically, or does there still need to be manual oversight provided for this? (3/1/23)

  • A. The CCM system will not recognize service limitations or unit caps automatically. The process for service authorization will continue to be done in the Bridge until the PCBA is implemented. HCPF is working with all our vendors to automate interface functions to the extent possible with inputs from the PCBA. There may still be a need for manual entry of certain service unit limitations.

 

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Legacy Systems and Assessments

Q. When will the BUS be retired? (3/1/23)

  • A. The BUS will be retired when the CCM system goes live, after which all case management activities previously completed in the BUS, will be completed in the CCM system.


Q. With the shift of the freeze dates, has there been a reconsideration of having the BUS be read-only? (3/1/23)

  • A.  Yes. The BUS will remain read-only until the data migration is completed. Once all the legacy data has been migrated to the CCM, the BUS will go offline and become unavailable.
     

Q. When will the Bridge be retired? (3/1/23)

  • A. The Bridge will not be retired when the CCM system goes live. The Bridge functionality will be available in the CCM system once Resource Allocation, within the Person-Centered Budget Algorithm, is fully implemented, at which time the Bridge will be retired. 


Q. Will the CCMS (DDDWeb) be retired when the CCM system goes live? (3/1/23)                                                                                             

  • A.  The CCMS (DDDWeb) will be retired when the CCM system goes live, after which all case management activities previously completed in the DDDWeb, will be completed in the CCM system. This will include:         
    • Appeals
    • Case Status
    • Critical Incident Reports (CIRS)
    • DD Determination
    • DD Waiver Waitlist Management
    • Intake Screen
    • Member Demographics
    • Program Area
    • State General Fund Program Oversight


Q. Will CMAs have access to member data in the BUS after it is retired, and will there be a way to pull all members? (3/1/23)

  • A. Three years of member data (current year plus two years) will be migrated from the BUS to the CCM system. The BUS will remain “Read Only” until all data is migrated to the CCM. HCPF will archive all other historical BUS data in BIDM. This data can be accessed by CMAs with a data request made to HCPF.
     

Q. Will the existing process for completing the SIS change after the CCM system goes live? (3/1/23)

  • A. The existing process for completing the Supports Intensity Scale (SIS) will not change after the CCM goes live. This process will be in effect until the PCBA is finalized and implemented.
     

Q. Will there be any improvements or changes to the BUS SP features? (4/17/23)

  • A. During the initial phase 1, there will be many changes to the format of the Legacy BUS Service Plan (SP), but the fields themselves will not change. Some of the data will be captured in CCM system screen fields and others will be captured in what the CCM refers to as “Assessment Templates.” The Legacy BUS SP features have not been improved, per se. This is because we only intend to use this version temporarily until the new Person-Centered Support Plan is implemented. However, we believe that many of the CCM functions and features that support the Legacy BUS SP will be experienced by the user as improved functionality and process. 
     

Q.  Are we going to be able to use that checkbox that nothing has changed since the last assessment? Currently, you cannot use that, you have to change something in the ADLs. (4/17/23)

  • A: In the CCM system there is a checkbox that states, "There has been no change in the client's functional level since the last assessment was performed," this is not a required question but it may be utilized when filling out the ADL narrative. You will not have to make changes to the ADLs in this situation. 
     

Q. In the LTC Level of Care Eligibility Assessment, under Long-Term Care Certification Information, who should case managers list as “Agency Administrator?” Would this be their supervisor or a dedicated person at each CMA? (6/28/23)

  • A. The "Agency Administrator" is the case manager’s name who is authorizing the decision. 
     

Q. What do I do if I need to make a revision to a Service Plan if the Service Plan was not migrated to the CCM from the BUS? (Updated 8/3/23)

  • A: Until the legacy Service Plan from the BUS has been migrated, the Case Manager should complete the Service Plan revisions to the PAR within the Bridge and document the revision in the CCM Activity Log. See the CCM System Guide: Phase 1 Post-Go Live Roadmap to Success for more information on how to complete and document a revision in the CCM for a plan currently in the BUS (not migrated).

Q.  What are the equivalent fields in CCM to "Verify" and "Complete" in the BUS? When is the "Closed" option used in CCM? (Updated 8/2/23)

  • A. In the CCM system assessments, "Save" means that the user will be able to save information entered thus far and return to the assessment to edit or add information at a later time. "Verify" means the assessment has been entered to its fullest extent at that time but the user is waiting on the required information before finishing the assessment, generally used the same as in the BUS.  "Complete" means the assessment is finished and no further edits can be made, similar to "finalized" in the BUS. “Closed” is used when the assessment is not completed, for example, the individual chooses not to continue the process.
     

Q.  A member’s Service Planning Process was started in the BUS but not completed before the CCM Go Live freeze. The process needs to be completed and documented, but the ULTC 100.2, IADL, and Service Plan have not migrated from the BUS to the CCM. How do I complete the process? (9/6/23)

  • A. For members who have completed a portion of the process (e.g., ULTC 100.2) in the BUS and who still need to complete other steps in the process (e.g., IADL and/or Legacy Service Plan) in the CCM system, case managers should follow the instructions in the Completing Support Planning Started in the BUS section of the CCM Roadmap to Success Quick Guide
     

Q. When entering a Legacy 100.2 in CCM, for the Assessment/Event Type, do you just select reassessment if it is a Continued Stay Review? (9/27/23)

  • A. Yes, “Reassessment” and “CSR” are the same event type. 


Q. In the intake screen assessment, there is a question under “determine if completing screen is appropriate” asking if you should conduct screen or conduct assessment. If you choose “conduct assessment,” it skips all the screening questions. Is it ok to choose this option or are we expected to always choose “conduct screen?” (9/27/23)

  • A. The assessor should choose the most appropriate option. If by this point in the intake screen it is not clear to the assessor whether the individual is appropriate to move forward with the Level of Care (ULTC 100.2) assessment, then they would select “Conduct Eligibility Screen”, which collects preliminary information about the member to help the assessor ascertain whether it would be appropriate to move forward with the complete Level of Care assessment. If by this time in the Intake Screen the assessor has enough preliminary information to determine whether to move forward, for example, the individual clearly presents with a physical disability, then they should select “Conduct Assessment”. If it is clear that the individual would not be appropriate for a Level of Care Assessment, for example, the individual reports no disability but only a need for information on Section 8, then the assessor would select “Neither.”  See the Intake Screen Job Aid for more information.


Q. How do I print or provide the completed 100.2 to the Nursing Facility? There is no print button. (9/27/23)

  • A. The case manager is able to print the 100.2 by going into the completed assessment and accessing the Page Resources. Once the Page Resources are open, through the Documents section the case manager will be able to select the “+” and select “Merge & Send”, to generate the “Legacy 100.2 Assessment Printout”. The case manager will need to choose the “Mail” action, enter the “Mailed Date”, and then select the “Send” button. The printout will then be stored in the Documents and can be printed. This functionality is also available for IADL assessments.
     

Q. Will there be an option to print documents from CCM? Such as a copy of the Legacy 100.2, Care Plan, Service Plan, or a Developmental Disability/Delay Determination Decision letter? (9/27/23)

A. The function is available for the Legacy 100.2 and IADLs, once the assessment has been completed. The Support Plan printout is pending. 


Q. Are we able to edit assessments that have been migrated? If they have not migrated, do we create new ones in CCM? (9/27/23)

  • A. Migrated assessments can be edited. If they have not migrated, please submit a CCM Support Request.
     

​​​​​​​​​​​​​​Q. Why don’t the “Assessing Agency” and the “Assessment Reason” fields in the assessments have my agency or the assessment reason I need? (10/4/23)
 
A. Those fields are not required for the legacy assessments, they can be left blank.
 

Q. If there is a need to enter an Unscheduled Review, do we reopen the current 100.2 or do we enter a new one? Will this cause an issue with CP/SP/Goals? (10/19/23)

  • A. To complete an Unscheduled Review, reopen the current 100.2. Update the Verified Date and Assessment Date fields to coincide with the review date, update the “Event Type” to “Unscheduled Review” and update other applicable 100.2, Care Plan, Service Plan, PAR information. This should not create an issue with goals. See the Payment Technical Guides for billing information.
     

Q. Why do Legacy 100.2 and IADLs keep disappearing? (10/19/23)

  • A. The assessments will disappear if one or more of the dates in the blue pencil area are invalid. The most common typos we see are 0223, 1023, 3023, and 2203. Please ensure that a valid date is input prior to saving the Assessments to mitigate this issue. We are working with the vendor to identify parameters for the field that will reduce errors.
     

Q. My screen shows several assessments but not the one I just completed, the dates were correct, why is it missing? (10/19/23)

  • A. In all screens where you can have the card or table view, there is a ten-item limit as the default. To view additional cards/lines, select “show more” at the bottom of the screen.
     

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Transition from Legacy Systems to CCM

Q. Will there be any exceptions for late data entry during the freeze/after Go-Live? (3/1/23)

  • A. An operational memo will be sent out to address any exceptions for late data entry. 


Q. How will CIRs be entered during the freeze? (3/1/23)

  • A. They will not be entered during the freeze.  The allowable timeline for entering CIRs will be extended, so they can be entered at Go Live. An operational memo will be sent out to provide more direction.


Q. Are there any conditions (such as DDD Status or not having a determination entered) that would prevent any data in DDDWeb from migrating? (3/1/23)

  • A. Everything must be as complete as possible to be migrated.


Q. I know the memo is coming but our plan was to use the copies of the 100.2 and cert pages on HCPF's website to be able to complete the 100.2 and cert pages for Skilled Nursing Facility (SNF) admits so we don't delay any discharges from the hospital. Will this be acceptable? (3/1/23)

  • A. You will be able to continue using the certification page on the website. You will not be able to use the BUS versions of the 100.2 for this purpose because the data fields from the BUS will not correlate with the CCM data fields. HCPF will be providing fillable PDFs to agencies that will allow the assessment process to be completed and not delayed. These documents will be provided along with additional direction in the operational memo. 


Q. How shall we handle hospital assessments and CIRs during the freeze? (3/1/23)

  • A. CIRs will not be entered during the freeze.  The allowable timeline for entering CIRs will be extended, so they can be entered at Go Live. An Operational memo will be sent out to provide more direction on CIRs and how to handle hospital assessments.


Q. Will we still use the BUS for log notes? Updated (5/8/23)

  • A.  As of Phase 1 of Go Live, we will not use the BUS or DDDWeb for any case management activities. The BUS and DDDWeb will be read-only once the system “freeze” begins. Log notes and all other case management functions will be completed in the CCM once the freeze is over and the CCM goes live.
     

Q. Will the log notes move over to CCM from BUS? (3/1/23)

  • A. Yes, the last 3 years will be included in the data migration.
     

Q. During the time frame when data migration is occurring during evening/overnight hours, how will that impact looking for a person in CCM? If we don't see them and know their record exists, do we just wait and keep looking? What if there is a new person coming through the door and they may or may not be in the BUS that gets ported over? How do we prevent duplicates? Updated (5/8/23)

  • A. The member record will be the first set of data migrated. HCPF expects, at a minimum, to have the member record, the case management agency, and the case management staff who is associated with the member, as well as the program information.
     

Q. If we notice that someone's name in the Bridge is their middle name and not their first name (BUS is using their correct first name) how do we have that corrected so that info from the BUS syncs over as needed? (3/1/23)

  • A. The case manager must contact the county tech to request that the correction be made in CBMS or the member can request this correction. The name will continue to sync from CBMS each evening, so the correction needs to be made at that level.


Q. Just wondering about the members with no State IDs in the intake process, will their data be able to transfer over to the new CCM? (3/1/23)

  • A. Yes, they will transfer as long as their first and last name, date of birth (DOB), and social security number (SSN) are in BUS.
     

Q. With the data migration, what records are being transferred, all or active only? (3/1/23)

  • A. HCPF has a Data Migration Plan that includes the last three years of active member data (from January 2020 Go Live) being transferred into the CCM system.  All historical DD Determination records will migrate.


Q. Will we need to fill in all of the demographic info, or will it transfer over from BUS? (3/1/23)

  •  A. The demographic data that is in the interChange will be migrated to the CCM system.  Secondary contacts and addresses will be migrated from the BUS. 

 
Q. When CCM goes live, how much historical data of each PRS will be transferred to the BUS? (3/1/23)

  • A. Three years of historical data will be granted, with the exception of DD Determination documentation, which will be maintained indefinitely.
     

Q. Matching member profiles across systems is a challenge with any database transition, and we know HCPF has done a significant amount of work on this problem already. Is there anything else you expect CMAs to need to do in terms of data cleanup on our end? What will be the strategy for us to report problems with member information mismatches or incorrect data, and what kind of turnaround time will there be? Will those mismatches hold up our abilities to document any work we do for that individual? (3/1/23)

  • A. HCPF requests that each agency make sure that the member’s information matches what is in the interChange. If the member’s DOB, SSN, First and Last Name, and Medicaid ID match, the member will migrate successfully. There are different levels of matching to make sure the correct member is matched, but the DOB is constant in all of the levels.  If the DOB is incorrect or not populated, the member will not migrate.  At the current time, there is only one migration planned, so any member that is not migrated will need to be re-entered into CCM.

    The second item to be careful of is duplicates. The data migration will accept the most recently created record and reject the older record.  This means if a case manager creates a duplicate, and marks it as “do not use” and documents on the original record, the record marked “do not use” will be the record that is migrated since it was the most recently created record.  HCPF is requesting that case managers use all available search methods (DOB, State ID, Last Name, and SSN) before adding a new member to the system.
     

Q. What records will be moved over to the new system from DDDWeb and the BUS? (i.e., will closed/terminated profiles or profiles that are not fully processed [in-progress determinations or assessments] be moved over)? (3/1/23)

  • A. In general, 3 years of records will be migrated into the CCM system from the BUS and DDDWeb, including in-process and closed records. All waiting list records will be migrated into the CCM. All data will be stored in a database that can be accessed at the state level if needed.
     

Q. How will time-sensitive documenting or reporting (CIR, hospital discharge assessments) be completed while the BUS and DDDWeb are offline prior to “Go Live” of the CCM? (3/7/23)

  • A. For activities completed while the DDDWeb and BUS are offline (“Read Only”) and the CCM is still not “Live”, there will be a grace period provided to complete data entry activities into the CCM after it goes live. HCPF is also providing fillable PDF document templates for routine case management activities. More detailed information will be provided in an Operational Memo to be issued prior to CCM “Go Live”. 
     

Q. Will the functionalities of the BUS and DDDWeb be combined or two separate sections of the CCM system? (3/7/23)

  • A. Data elements from the BUS and DDDWeb will be completely integrated into various screens of the CCM. 
     

Q. Do we know if members will automatically be assigned to their current CM when they are migrated to the CCM from the BUS? Or will staff need to go in and assign them once we Go Live? (3/21/23)

  • A. When the member records are migrated from the BUS into the CCM, the case manager assignments will be migrated with them. To avoid manual corrections following the data migration, the BUS records should be as accurate as possible. 
     

Q. Will prior CIRs from the BUS transfer to the med compass CMS system? (6/28/23)

  • A. Yes, the prior CIRs will be transferred from the DDDWeb and BUS. There will be three years of historical data transferred.
     

Q. How does the new system capture the “verify” date? (6/28/23)

  • A. There is a section at the top of all assessments that has this date field (expand it by selecting the "Blue Pencil" icon). This was not available in the TRN environment during training but is there now and will be there in the production environment.
     

Q. Do we create a Service Plan signature page at each assessment? We usually get signatures at the home visit. Can we upload the one we obtained at the home visit to the member record in the CCM or just save it in our internal document storage system? (6/28/23)

  • A. The Service Plan Signature Page (Agreement) signatures for the Legacy Service Plan or State General Fund Programs only need to be obtained relative to the Service Planning meeting, to document that the member is in agreement with the plan and (for HCBS services) for service providers to sign. They should be uploaded to the CCM member Service Plan record. 
     

Q. Are we able to add new members to the CCM if they are not there after the data migration? (7/6/23)

  • A. All of the Bridge, DDDWeb, and BUS members are being migrated to the CCM. If you are not able to find a member or add them as a new member, then that means they already exist in the system under another agency. In this case, you should contact the Provider Call Center and they can assist you in finding the member and their associated agency. You should not add an existing member as a new member without contacting the Call Center, as this may result in duplicate records.
     

Q. Will all activities of daily living (ADL) needs identified in the assessment need to be re-entered in the Care Plan section of CCM? Or just those needs that are connected to a goal that the member has expressed? (7/6/23)

  • A. In the Care Plan under Issues/Assessed Need, the case manager will enter the Member's Goals. The case manager will continue to enter IADLs and Inventory of Needs in the Bridge in Phase 1.  Please refer to the “Service Plan, Care Plan, and Bridge Interface” desk aid as well as the “Legacy 100.2” and “Legacy IADLs” desk aids in the CCM System Training Resources Folder.


Q. What will the unique identifiers be for each member? Will this unique identifier be available in the data download? (7/6/23)

  • A.  The CCM Member ID is a unique identifier for each member record and is a back-end, system-generated number and won’t be a visible field in the CCM. The CMA will continue to see the member’s Medicaid ID (if available) and other identifying info such as the SSN and DOB, as with the legacy systems.  The unique identifier will not be included in the CMA file.
     

Q. Where are we supposed to be uploading the PDFs (100.2, SP, etc.) for HCPF to be able to enter? (10/18/23)

  • A. Please follow the instructions in the CCM Phase 1 Post Go Live job aid, see pages 5 and 6 for the specific upload instructions. The Case Management Agency will document Service Plans completed using this process once all documents have been uploaded and the PPA/PAR completed by entering the Date, Member Name, DOB, ID, Case Manager, and Case Manager email on the CCM Service Planning PDF Tracking Sheet located in the agency SharePoint site, in the CCM Implementation file. 

 

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BUS

Q.  Does the comment section need to be the same type of paragraph that we currently put in the 100.2 ADLS narrative and require a listing of “due to’s”? (3/21/23)

  • A. Case managers will continue to enter the same type of information in the 100.2 ADLs narrative as they currently do in the BUS, with a listing of “due to’s”.  Narratives should be person-centered and reflect the individual's particular experience. Case managers should document the actual response and who responded. Case managers should include observations, if appropriate, in the narrative and distinguish reported information from observation. Narratives should be objective rather than subjective and avoid generalities. Case Managers should ensure narratives support the criteria for the score given and include the frequency of needed support. For additional information please access the ULTC 100.2 training.
     

Q. This assessment looks exactly like the old one. Is the LOC assessment going to change? (3/21/23)

  •  A. During Phase 1, the assessment used to determine functional eligibility, or level of care (LOC), will continue to be the ULTC 100.2, but it has been integrated into the CCM. Therefore, there is not a significant difference between what was in the BUS vs. what is in the CCM for the assessment. The new Level of Care Screen, which will replace the ULTC 100.2 for determining the level of care (functional eligibility) will begin to be used in Phase 2 and is significantly different from the ULTC 100.2. There will be more standardized questions in more areas, defined responses, and the system will determine the outcome. The outcome is not based on a score of 0-3, but several various criteria related to the member’s performance levels. There are a variety of field types, including text boxes and radio buttons. Many fields are dynamic and show or hide, depending on how questions are answered. There are fields that auto-populate from other assessments, or that populate from the assessment to the member record. 
     

Q. Can the 100.2 be printed like it can now? (3/21/23)

  • A. Yes, the ULTC 100.2 will be able to be printed in the CCM.
     

Q. How will CMAs be completing Home Care Allowance (HCA) assessments since we are using the BUS at this time? (4/17/23)

  • A. CMAs will be using the CBMS system for HCA assessments as of April 15, 2023.  
     

Q. We are not required to get a Physician's Medical Information Page (PMIP) anymore so can we just use the information from a previous PMIP to fill these out yearly? Or, if we don't get the PMIP should we leave the undocumented? (6/5/23)

A: PMIPs are required at both initial LOC assessments and annually for continued stay reviews (CSRs) for the following programs: Nursing Facility (NF), Hospital Back Up (HBU), Program of All-Inclusive Care for the Elderly (PACE), Intermediate Care Facility for Individuals with Intellectual and Developmental Disabilities (ICF/IDD), and Long-Term Home Health (LTHH). PMIP's are required for HCBS waiver initials LOC assessments, but not for CSRs.  If a member who is enrolled in an HCBS waiver program has a PMIP on file, a new PMIP is not required unless there is a change in health/functionality. The PMIP/medical information within the Legacy 100.2 assessment can be completed based on the most recent PMIP in the record and only the required fields completed. 
 

Q. When will print functionality be available in CCM?  Will there be other documents to be used until print functionality is ready? (6/28/23)

  • A. Print Functionality will be available in the CCM at Go Live for correspondence/letters, including the NOA/803 letters and Signature Page/Agreement but not for the Legacy 100.2 assessment, IADL assessment, Legacy Service Plan, the OBRA and State SLS Service Plans and FSSP Most In Need Assessment. Those documents will be able to be printed shortly after Go Live, so there are no plans to provide alternative documents at this time. Those documents can be printed out after the functionality is available in the system, as needed.
     

Q. Where in the CCM is the information that used to be in the BUS HCBS, IADL, and DD sections? (Updated 7/6/23)

  • 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 a Legacy IADL assessment and fields in the Service Plan Line Item screens that will capture the information formally in the BUS related to service providers, scope, frequency, and duration of services, supervision levels, and contingency plans. The Legacy Service Plan in the CCM will capture the fields from the previous BUS Service Plan section, however, this document ends at Long-Term Home Health in CCM. See further information in the Legacy IADLs, Legacy Service Plan, and Service Plan/Care Plan/Bridge Interface Desk Aids in the CCM System Training Resources Folder
     

Q. For the icon “Complete”, does this mean it is no longer editable? Will case managers be able to edit a 100.2 if something comes in after we submit the 100.2 ULTC Cert. and the final SP? I want to be able to add the behaviorist's comments after the cert was sent "Verified".  I don't "Finalize" until it's all due, but the Cert is due w/in 10 days of the meeting, so what do we do when info comes in after? (7/6/23)

  • A. If the user is awaiting other documents or information to complete the ULTC 100.2, the case manager can enter the “verify” date and select the “save” button. Users should not select the “Complete” button until everything is received and the assessment is complete. As long as it is only “saved” it can be edited. Once it is “complete” it cannot be edited by the case manager. However, users with the case manager Supervisor can “Reopen” a “Completed” assessment if needed. Once “Reopened” the assessment can be edited. 
     

Q. Can you show where the contingency plan is located? We have not been able to find that. (7/10/23)

  • A. There is a new section in the Service Plan that replaces the Contingency Plan it is titled "Backups". Please refer to Job Aid "Service Plan, Care Plan, Interfaces" in the section titled Back Up Service Plans starting on page 57 will walk the user through the process to use this section.
     

Q. Where are member goals? (7/10/23)

  • A. Goals are found within the Care Plan section. Migrated Care Plan Goals can be found by entering the “Personal Goal” and changing the Goals, Problems, or Interventions to “Select All”. This allows for the Goal to populate, you will then be able to navigate into the goal information by selecting the Personal Goal link in the title. 
     

Q. What do we enter in the Start Date/End Date fields for the cert (in the 100.2) when we have a denial or withdrawal? The system requires that we enter these dates. (8/3/23)

  • A. Please use a normal Start/End date modeled as if the assessment were being approved as long as the assessment result indicated the appropriate end result, “Denial” or “Withdrawal.”


Q. If an assessment was written up and verified prior to the 6/27 BUS freeze, but the case manager was waiting for PASRR approval to determine the start date and end date. The case manager now has a verified assessment w/o a CERT start date or end, what is the process to correct that now that all the PASRR information has come in? (8/3/23)

  • A. The certification should be sent with the start and end dates. Once the data migration has been completed, the ULTC 100.2 can be revised with the start and end dates and completed in the CCM. See the CCM System Guide: Phase 1 Post-Go Live Roadmap to Success for more information on how to proceed with service planning for members who started the process in the BUS and need to finish it in the CCM.
     

Q.  A member’s Service Planning Process was started in the BUS but not completed before the CCM Go Live freeze. The process needs to be completed and documented, but the ULTC 100.2, IADL, and Service Plan have not migrated from the BUS to the CCM. How do I complete the process? (9/6/23)

  • A. For members who have completed a portion of the process (e.g., ULTC 100.2) in the BUS and who still need to complete other steps in the process (e.g., IADL and/or Legacy Service Plan) in the CCM system, case managers should follow the instructions in the Completing Support Planning Started in the BUS section of the CCM Roadmap to Success Quick Guide

 

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Billing and Payments

Q. How would vendors still billing through the Community Centered Boards (CCB) Organized Health Care Delivery System (OHCDS) (i.e., Amazon) be entered? (3/1/23)

  • A. There will be no change to how Home and Community Based Services (HCBS) and Targeted Case Management (TCM) billing is performed; CCBs will still bill for services via the Colorado Medicaid Management Information System (MMIS).
     

Q. Will the reconciliation process change? (3/1/23)

  • A. The payment correction process for CMAs is outlined in the Fiscal Year 2022-23 contracts, and this payment correction will continue to be processed accordingly with no foreseeable changes.
     

Q. Will the current rate methodology change to accommodate the additional expectations of the new assessment? Will CMAs be compensated for any increased costs associated with the implementation of the new Assessment and Support Plans? (3/1/23)

  • A. Current assessment rates are based on the time study completed in 2019. The current payment structure includes a payment for the LOC Screen, Needs Assessment, and the PCSP. Increased costs, such as travel time and mileage are included in the rate methodology, and for extended travel, there is a rural travel add-on. HCPF is committed to evaluating the current assessment rates and the reasonableness of the currently identified rate structure once more information is available.
     

Q. Will TCM billing be auto-generated or accessed by HCPF as other billings are currently, or will the CCB still be required to generate and submit billing? (3/1/23)

  • A. Implementation of the CCM tool does not change the processes CCBs or Transition Coordination Agencies (TCA) follow to submit billing to the Colorado interChange Medicaid Management Information System.
     

Q. I am wondering if there will be issues with the new CCM if a person has two CMAs.  For example, we have some people served in our State SLS or FSSP programs who are enrolled in a waiver and their case management is provided by a SEP or a private CMA.  Will both CMAs have access to the system and will having two CMAs interfere with the payments that will flow for State case management activities? (4/17/23)

  • A. We do not anticipate issues with access or billing for members who have more than one case management agency. Both agencies will be associated with the member via the program(s) they manage, and will therefore have access to the member record. There will be billing and agency reports that will be used to validate billing and reimbursement for the respective agencies.
     

Q.  Will entering the score date for the MIN automatically generate the billing for completion? (5/8/23)

  • A.  No, it will not. 
     

Q.  For the Children's Home and Community Based Services Waiver (CHCBS), we put units on the BUS log note corresponding to time spent on the task and our biller looks at BUS log notes to know how many units to bill. The CCM activity log training sessions showed no units section. It was my understanding that we would log time in appointments now to document time spent for billing units. Is this correct or has there been a function added for units on the activity log? (6/5/23)

  • A.  The case manager can use the Activity Log and time tracking in tandem, to enter units for Targeted Case Management (TCM) billing. For CHCBS case management activities, time tracking should align with the Activity Log documentation to outline the tasks and time for what you're billing. 
     

Q. In the CCM, what triggers or justifies billing for Targeted Case Management (TCM) (Per Member/Per Month, and Monitoring Visits)? (7/6/23)

  • A. Case managers must document the ongoing case management activity and monitoring contacts in detail within the narrative section of the Activity Log. The narrative should be specific to the member, detail the activity that occurred, and clearly demonstrate that it is an allowable activity for reimbursement. The case manager and agency must ensure all activities billed meet the criteria outlined in regulation for both TCM ongoing case management and monitoring contacts. Additional information can be found within the CCB Data Entry and Payment Guide and available training for billing TCM. 

 

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Training

Q. Where do we find case manager training? (Updated 12/6/23)

  • A. Case Managers and CCM Users can find the most current training materials in our Care and Case Management Google Drive. Users should be familiar with our CCM System Training Resources (Job Aids) and Recordings. HCPF will update Case Management Agencies when training resources move to the HCPF CCM Training Website.


Q. Will there be any training or more information for SGF specifics and expectations? This is a huge change for these programs and information has been sparse and inconsistent. (Updated 12/6/23)


Q. Where do we find the training on how to do log notes in the new system? There are over 100 types of activity notes that could be chosen in the new system. There are far less than this number of log note types in the BUS. What direction will we be given to ensure we are choosing the correct type? (Updated 12/6/23)


Q. Will there be further training on how to navigate the system? (Updated 12/6/23)

  • A. The live System demonstrations for CCM Implementation have ended. Users can review the Recordings Folder to watch topic-focused videos that walk users through CCM demonstrations.


Q. We have found that individuals in one training received mostly the same information but differing information as well, from session to session. Do the uploaded recordings reflect all of the information expected for that session? (Updated 12/6/23)

Q. Will case managers be trained before the CCM system goes live? (Updated 8/7/23)

  • A. CMAs have received CCM system-specific training delivered by our partners Gainwell Technologies and Assurecare. This training included portions of the Bridge/interChange that may be modified and utilized within the Learning Management System (LMS). The training is designed to give case managers the foundation for a successful transition to operation and use of MedCompass® and is user-friendly, web-based, recorded, and instructor-led.  


Q. Will the current training manuals for each module on the Long-Term Services and Supports (LTSS) website be utilized in Case Management training on the system? Have these manuals been updated with any changes to the system after the assessment and support plan pilot? (Updated 12/6/23)

  • A. HCPF has created E-Learning Modules for each section of the new CSA and Support Plan. E-learning modules will be housed in the Learning Management System (LMS) and include job aids, resources, knowledge checks, and comprehensive exams that case managers will need to take. Additionally, there will be Live Virtual Instructor Led Training (VILTS) to accompany the E-Learning.  VILTS will be recorded and available after the live sessions have ended. 

    The training manuals that were developed alongside each module will be one of the tools used in training case managers on the new Assessment and Person-Centered Support Plan.  Users can view the training manuals on the Assessment and Person Centered Support Plan page.
     

Q. What is the timeframe we can expect for case manager training and what will training look like? (Updated 12/6/23)

  • A. Training of case managers and other staff at Case Management Agencies was provided prior to GoLive of the CCM System. Training incorporated different modalities such as training job aids, virtual instructor-led training, and web-based training. Training will reoccur prior to each new Phase of the CCM being implemented. HCPF is collaborating with multiple vendors to create training job aids, checklists, web-based training, and virtual instructor-led training for each phase.
     

Q. Where can we find Desk Aids for the CCM system? (Updated 12/6/23)

Q. I just have a suggestion that would help with navigating the CCM training. The videos are uploaded onto YouTube and YouTube allows time stamps if those were added to the videos it would be so much easier to go to the exact part of the video someone wants to watch. (9/27/23)

  • A. The CCM Training website continues to have the original VILTs and recordings in a YouTube format. The Training Team has also broken the video demonstrations into smaller topic-specific videos and these can be accessed from the Google Folder. These videos have not been formatted into YouTube as the videos are much shorter. Case Management Agencies can determine what recording format they prefer to utilize when training their staff. 

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CCM Terminology

Care and Case Management (CCM) System    

  • The CCM system is the name HCPF is using to describe MedCompass®, a configurable care management platform product that will be customized to meet Colorado’s unique care management needs.

 
Colorado Single Assessment (CSA)

  • The CSA is housed in the CCM system and designed to replace the existing ULTC 100.2 assessment, and other member acuity needs assessments, e.g., the Support Intensity Scale (SIS). The CSA will include Level of Care Eligibility Determination Assessment (LOC Screen) and Needs Assessment and promote consistent collection of member data within a person-centered process.

 
Person-Centered Budget Algorithm (PCBA)    

  • HCPF will be developing a PCBA for Health First Colorado Home and Community-Based Services (HCBS) waiver programs. The PCBA will help identify the right amount of support for members based on assessed needs, and together with strengths and preferences identified during the assessment, contribute to a person-centered support plan. The PCBA is an important component of the assessment and support planning process to ensure a consistent, objective, and equitable method for assigning budgets for all members receiving HCBS.

 
Person-Centered Support Plan (PCSP)    

  • The PCSP is housed in the CCM system and designed to replace the existing Service Plan in the BUS. The PCSP is more person-centered, comprehensive, and designed to address member preferences, personal goals, and identified needs.

 
Resource Allocation (RA)    

  • The maximum dollar amount worth of services to be authorized on a member’s PCSP during the applicable assessment period. 
     

Activity Log

  • This is the screen in the CCM that will replace the log note function in the BUS. 

 

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Streamline Eligibility

Q. What will change when Streamlined Eligibility is implemented? (4/17/23)

  • A. Currently, the Case Management Agency notifies the county of a member being found eligible for LTSS services and identifies the specific program they are enrolling into, for example, the Elderly, Blind and Disabled (EBD) or Developmental Disabilities (DD) waiver. CBMS then assigns a distinct Program Aid Code for each waiver and sends it to the interChange. For example, A3 for EBD, and A2 for DD. When the interChange gets the EBD Program Aid Code A3 from CBMS, it assigns that member an EBD benefit plan. If, for example, that member then enrolls in the DD waiver, the county technician would need to change that member's Program Aid Code from A3 to A2, while also managing the financial eligibility pieces for the member. This requires a new LOC Screen to be completed and a certification for the DD program (A2 Aid Code) to be sent to the county, even if they had already met the requirements for the level of care for the DD program.

    With Streamline Eligibility ALL members who meet the required level of care and choose any of the HCBS waivers will get ONE Program Aid Code, M3, and the county will no longer have to manage aid codes for member movement between waivers. As long as the member continues to meet financial and Level of Care eligibility, the specific waiver assignment will happen in the CCM after a program is selected when the Support Plan is completed. There will no longer be a need for the Case Management Agency and Eligibility Information and Sharing Form or LOC determination to be sent to the county and, in many cases, a new LOC Screen will not be needed in order to move between waiver programs midway through the certification period. 
     

Q. If users make a mistake in the Streamline LOC submission process, what is the impact on an individual case?  (12/15/23)

  • A. The CCM system won't allow users to submit the Streamline LOC Assessment certification information to CBMS/PEAKPro without completing all required information.

    If the user mistakenly selects the wrong waiver program and submits it to CBMS, there is no impact on the PEAKPro/CBMS eligibility determination, because CBMS will only differentiate between HCBS, NF and PACE, because when we adopt Streamline Eligibility, all waivers will have a “universal”, or the same, aid code with CMS.

    The user will also have the opportunity to correct the waiver program before creating a benefit plan in the InterChange system.

    If a mistake is made between HCBS and Non-HCBS programs, the user will reopen the same LOC and edit the LOC Type from HCBS to the Non-HCBS Type, for example, Nursing Facility or vice versa.  Since the LOC has the same confirmation number, PEAKPro/CBMS will accept and update the LOC information and complete the financial eligibility determination for the corrected program.


Q. How will a CMA be notified of Streamline errors? (12/15/23)

  • A. Exception Reports will be available in PEAKPro; these will have information on any transmittals that were rejected.


Q. With Streamline Eligibility, will submission of the information mean that an individual will not be at risk of losing their Medicaid while the information is being processed by the County entities or is that still a risk? (12/15/23)

  • A. As long as the LOC assessment is completed timely, the risk should be greatly reduced because it will no longer be a manual, paper process. Once the outcome of the LOC assessment is submitted by the CCM, it will be in the CBMS system, which means there are no paper certifications that need to be input manually before approval and fewer opportunities for losing paperwork or human error.


Q. What will happen to all the certs that have already been submitted to the county but not yet processed when the Streamline Eligibility rollout occurs? (12/15/23)

  • A. The county technicians will continue to manually process certifications after Streamline Eligibility goes live in the CCM system. 
     

Q. What changes will I see to the Health Coverage record with Streamline Eligibility? (2/27/24)

  • A. After Streamline Eligibility is implemented case managers will be able to see the HCBS Health Coverage record in the Health Coverage section once their financial eligibility has been approved. Then, after the member’s Service Plan Assessment has been completed, a second Health Coverage record will be generated for the specific HCBS waiver program in which they are enrolling.
     

Q. What will change with Service Plans and Care Plans with Streamline Eligibility? (2/27/24)

  • A. There are no changes to the functionality or workflow processes associated with Service Plans or Care Plans about Streamline Eligibility.
     

Q. Will there be a way for CMs to submit information with an urgent status or EERs and other urgent cases? If not, how will Medicaid be notified about those cases? (2/27/24)

  • A. There is no way to mark a case as urgent through the CCM; however, CMAs are still able to communicate with the County DHS office as they currently do to provide this information.

Q. How will we get the updated income for the PETI's? (2/27/24)

  • A. Member income information will be available in PEAKPro for case managers to review.
     

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Streamline Eligibility - Financial Eligibility Process

Q. Case managers do not manage financial eligibility determinations. Can you clarify what a case manager would communicate to a member regarding a financial denial based on the Initial and CSR process workflows? (2/27/24)

  • A. Case managers will need to notify the member that they are closing their functional eligibility process due to their Financial Eligibility denial. The case manager will document this in the member's Program Card under closure reasons. Case managers can redirect the member to follow up with their County Eligibility Technician with questions or regarding appeal rights when this type of denial occurs and identify any other referrals which may be needed.
     

Q. Which County Department will receive the LOC information through CBMS, the Primary Address or the Mailing Address? (2/27/24)

  • A. The member’s primary address should note the specific address in which they reside. Their LOC information will go to the County of their Primary Address.
     

Q. Where is the eligibility sent if a member's Medicaid is held by Colorado Medical Assistance Program (CMAP)? (2/27/24)

  • A. Members who have Medicaid held by CMAP or Certified Application Assistance Site (CAAS) will continue to have their applications sent to the local County Eligibility site through their own business practices. This difference will not impact Streamline Eligibility as their applications are completed in CBMS by the County Eligibility Office.
     

Q. Do the County Eligibility Technicians know and are ready for this process with us not needing to send paperwork to them anymore once live? (2/27/24)

  • A. Yes, County Department of Human Services agencies have also been trained on Streamline Eligibility, including that Case Management Agencies will no longer be sending a Level Of Care Certification document to them. 
     

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Streamline Eligibility - Level of Care Certifications

Q. Should the IADL assessment be completed after the 100.2 and before the Program Card? (2/27/24)

  • A. Once the Legacy 100.2 is completed a case manager should create the Program Card for the member with Program Type "HCBS Waivers," Program Status "Pending Financial Eligibility". After this is created, proceed with the Instrumental Activities of Daily Living (IADL) assessment. Completing them in this order will prevent delaying the start of the financial eligibility determination process while the IADL assessment is being completed.
     

Q. What do I need to know about the Level of Care Certification Page with the Streamline Eligibility process? (2/27/24)

  • A. The need to manually send certification pages for LTC initial and annual reassessment is eliminated with Streamline Eligibility. However, the CCM contains a new “Long-Term Care Certification'' merge and send document in the CCM Page Resources of the Legacy 100.2 assessment being certified. Please discontinue use of the old form.
     

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Streamline Eligibility - PEAKPro

Q. How is PeakPro related to Streamlined Eligibility? (2/27/24)

  • A. The Streamline Eligibility interface is between CCM and PEAKPro/CBMS. The CCM will transmit LOC certification information to PEAKPro and PEAKPro will transmit it to CBMS. Case managers will be able to access PeakPro beginning March 1, 2024, and find the LOC processing status and financial eligibility information that they have not previously had available.
     

Q. Will Peak Pro recognize if a member is already on LTC Medicaid? Will this process create duplication for County Technicians and CMAs? (2/27/24)

  • A. Streamline Eligibility and the use of PeakPro will not create duplication for CMAs or County DHS technicians. The referral capabilities of PeakPro will be implemented at a later date. CMAs will be able to utilize PeakPro to review LOC Processing status, which will include information about the member being “known” or “not known” to CBMS. CMAs will also use PeakPro to review member eligibility information. 
     

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Streamline Eligibility - Tasks

Q. What are the specific tasks Case Managers will receive associated with Streamline Eligibility? (2/27/24)

  • A. There are 13 new tasks associated with Streamline Eligibility. Please refer to the “System Generated Tasks” Job Aid to review the details regarding when a task populates and who receives them. This job aid will also outline the action steps needed to resolve tasks.  
  • Tasks 
    • Verify Program Type
    • Verify Program Start Date  
    • Verify Program End Date  
    • Verify Program Closure Reason  
    • Program start date cannot be after the financial eligibility end date
    • Verify member’s eligibility for waiver  
    • Verify program spans  
    • Program Start Date and DOB dates review needed   
    • Program Start Date and DOD dates review needed  
    • Program End Date and DOB dates review needed            
    • Period of Ineligibility        
    • Financial Eligibility and program selection review needed 
          

Q. How do I ensure that I am getting the tasks associated with Streamline Eligibility? (2/27/24)

  • A. Each financial determination has an associated task as well as several system errors. To ensure you are getting the Streamline Eligibility tasks for your members, please be sure to enter yourself as the case manager on the members’ Program Card(s), as appropriate. Additionally, case managers should add themselves to the Member Care Team, Staff Member screen and, when appropriate, switch the Primary Case Manager toggle to “Yes”.
     

Q. Currently there is a task created to complete the DSS1 forms, will that go away with new Streamlined Eligibility tasks? (2/27/24)

  • A. Yes, case managers will no longer see that task generate.
     

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Streamline Eligibility - Third-Party Reviews

Q. How are Targeting Criteria reviews handled with Streamline Eligibility? (2/27/24)

  • A. When a Targeting Criteria Review (TC Review)  is needed for a CHCBS or CES program, case managers will not select "Complete" on the Legacy 100.2 and should not select "Pending Financial Eligibility'' status in the Program Card until after any required Targeting Criteria Reviews have been completed. Instead the case manager will save the Legacy 100.2 and put the Program Card into “Pending TC case managers will select “Complete” on the Legacy 100.2 and change the Program Status to Pending Financial Eligibility. At that time the Streamline Eligibility interface will be triggered. This Pending TC Review process does not apply to other Third Party Reviews required for other programs or service authorizations.
     

Q. Can you clarify if case managers should use "Pending TC" review for a third-party review for CDASS or IHSS Health Maintenance Activities and Over Cost Containment or for these programs do case managers select the "pending financial eligibility" status? (2/27/24)

  • A. Case managers would select “Pending Financial Eligibility” for CDASS, IHSS, or OCC requests on the Program Record, Program Status field. The third-party review for these members occurs after their level of care assessment has been shared with the County for financial eligibility.  
     

Q. Does a Pending Medicaid Disability Application through Arbor count as a third-party review or still financial eligibility? (2/27/24)

  • A. The Medicaid Disability Application through Arbor/ARG is a separate process that is not documented on the member Program Record as a third-party review.
     

Q. Are we to enter the 100.2 information into the CCM and then wait until we have gotten the third-party review back to complete/verify the 100.2 in the system and update the program card as appropriate? I was under the impression that we have 10 days from when we met with the member to complete/verify the 100.2 assessment (2/27/24)

  • A. The “Verified Date” field within the “Blue Pencil” is where case managers should enter the date the assessment data has been entered to its fullest extent. The “Complete” button should be used when the assessment is finished and no further edits need to be made, or information added.
     

Q. Can we complete the Program Card after the Third Party Review is completed? (2/27/24)

  • A. No. Without a Program Record documenting the member's Program and Program Status, the individual will not be included in critical reports used by case management agencies and HCPF.
     

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Program Specific Questions

Q. Will the existing process for completing the Consumer Directed Attendant Support Services (CDASS) task worksheet change after the CCM system goes live? (3/1/23)

  • A. The existing process for completing the CDASS task worksheet will not change after the CCM system goes live. When the PCBA is fully implemented, CMAs will no longer need to complete the CDASS task worksheet.

 
Q. Will there be changes to the process for Pre-Admission Screening and Resident Review (PASRR) with the new system? (3/1/23)

  • A. The current process and requirements for PASRR will not be impacted or changed with the implementation of the CCM system.  


Q. Will there be a difference in service planning requirements for nursing facilities and Program for All-Inclusive Care for the Elderly (PACE) cases since SEP case managers just complete functional eligibility for these programs and PACE and nursing facility teams complete these members' service planning? (3/1/23)

  • A. Case managers will continue to complete Level of Care Eligibility Determination for these programs in the CCM. The service planning requirement for nursing facilities and PACE providers will not change after the CCM system goes live.  
     

Q. How will the benefit plan assignment for Trails members work after the CCM system goes live? (3/1/23)

  • A. Benefit plan assignment for Trails members will occur in the CCM system and flow into interChange to ensure correct claims adjudication. 


Q. Will members on the State Plan be in the CCM system? (3/1/23)

  • A. Yes, members on the State Plan will be in the CCM system. 
     

Q. Will there still be a CES approval process with Telligen? (3/21/23)

  • A. Telligen will still be reviewing CES Targeting Criteria for enrollment into the HCBS-CES waiver, and this will be done through the CCM system.
     

Q. How will I gain access to members in the CCM? Do I need to request them from the CMA? (3/21/23)

  • A. If an agency/case manager needs access to a member record, for example, because of a transfer, they will need to request the member’s current agency to add them as a care provider.
     

Q. What is included in the State General Fund (SGF) Programs and Billing slated for Phase 1? (4/17/23)

  • A. At Go Live, the CCM will be used for the following SGF activities: enrollments; documentation of case management and monitoring activities; Critical Incident reporting; Most In Need assessment, and rural travel. For the new fiscal year, the CCM will include Service Plan development, service authorization, and service units utilization for SGF programs. Questions related to SGF payment procedures will be discussed at the Community Centered Board Chief Financial Officer and Contract Meetings or can be directed to Amanda.Allen@state.co.us.
     

Q. Will the new system include Long-Term Home Health (LTHH) information? (6/28/23)

  • A. Yes, the new CCM system captures LTHH benefit information including service providers, service goals, and total units in the Home Health Benefits section of the Legacy Service Plan assessment located on the Service Plan screen. 
     

Q. Do we need to wait for financial approval to be able to enter the Service Plan/Care Plan for SNF and PACE cases? (7/20/23)

  • A. SNF and PACE members will only need a case manager to complete the Colorado Intake Screen Tool (initial members only), a Program Card, and a 100.2 Assessment to be completed in the CCM. Case managers do not need to add Service Plans, Support Plans, or Care Plans for SNF and PACE cases.
     

​​​​​​​​​​​​​​Q. Do we complete the Colorado Intake Screen Tool for those individuals who are seeking State General Fund programs (FSSP, State SLS, etc.) and not seeking HCBS services? (9/27/23)

  • A. Yes, Enrollments for State-funded programs are documented in the same way as applications for other programs. Please see State General Funds Programs job aid for a detailed description of all the steps that are needed. 
     

Q. In the State SLS Support Plan, there is a required field for the individual’s email address. The system will not let us “Complete” the assessment without entering an email address.  What do we do if the member doesn’t have an email address or doesn’t want to share it? (9/27/23)

  • A. If a member/guardian does not have an email address, the user is able to enter a “filler” email address into this field.  For example “no_email@yahoo.com.”  
     

​​​​​​​​​​​​​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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Q. If there is a need to enter an Unscheduled Review, do we reopen the current 100.2 or do we enter a new one? Will this cause an issue with CP/SP/Goals? (10/19/23)

  • A. To complete an Unscheduled Review, reopen the current 100.2. Update the Verified Date and Assessment Date fields to coincide with the review date, update the “Event Type” to “Unscheduled Review” and update other applicable 100.2, Care Plan, Service Plan, PAR information. This should not create an issue with goals. See the Payment Technical Guides for billing information.
     

Q. Why do Legacy 100.2 and IADLs keep disappearing? (10/19/23)

  • A. The assessments will disappear if one or more of the dates in the blue pencil area are invalid. The most common typos we see are 0223, 1023, 3023, and 2203. Please ensure that a valid date is input prior to saving the Assessments to mitigate this issue. We are working with the vendor to identify parameters for the field that will reduce errors.
     

Q. My screen shows several assessments but not the one I just completed, the dates were correct, why is it missing? (10/19/23)

  • A. In all screens where you can have the card or table view, there is a ten-item limit as the default. To view additional cards/lines, select “show more” at the bottom of the screen.
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Q. For the Family Support Services Program (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? (10/19/23)

  • A. For instances where the MINA 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. For FSSP, how do we get program cards to generate? (10/19/23)

  • A. FSSP Program Cards do not auto-generate, they must be created manually by the case manager. All prerequisites for the FSSP program must first be met and documented in the member record as follows:
     
    • Living Arrangements screen: The field labeled “Participant’s Residence Last 3 Days” must contain a value of “With Both Parents or Guardians” or “With Single Parent/Guardian”.
       
    • Decision Making & AD screen: The member must have a positive Developmental Delay or Developmental Disability Determination recorded. 
       
    • Assessments/Support Plan: The member must have a completed “Most in Need” assessment with an outcome of “Enrollment Authorized”.
      ​​​​​​​
      Once all of these items are completed a case manager can create a new Program Card.

      1. Navigate to the Program screen and select “+New Program”. 

      2. In the Program Card, select the Program Name “FSSP” and Program Status “Open”, enter the“Program Open Date” and the “Case Manager” assigned and “Save”.

      Once that’s completed the case manager will be able to navigate to the Service Plan section and there will be an FSSP Service Plan populated. 

 

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Reports
 

Q. Is there an easier way to identify unfinalized assessments and service plans?  Currently, we can only pull data based on a specific month in the BUS. (5/8/23)

  • A. Reports available in the CCM system will be built similarly to the existing BUS reports. The Referral Report in CCM allows for a date range that the case manager can enter and the report will populate the 100.2 Assessment Date, 100.2 Assessment Completed Date, and the 100.2 Verify date. For the CCM, the “completed date” is synonymous with the “finalized date” in the BUS. This report should help you to identify assessments that have not been completed for ranges greater than and outside of a specific month.
     

Q. Will CMAs be able to view a history of care providers for a member? (7/6/23)

  • A. Yes, CMAs will be able to use the "Care Provider History" report. This would allow for the current CMA to note any previous providers who are no longer current providers for the member.

 

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