Stabilizing Long-Term Services and Supports (LTSS)


Our LTSS system is being impacted by several challenges at the same time, including: 

  • Increased county workload due to the end of the Public Health Emergency (PHE) combined with a record number of Medicaid and Supplemental Nutrition Assistance Program (SNAP) renewals; 
  • The implementation of the new Care and Case Management IT system with issues that have required additional work for case managers; and 
  • The transition of members to new case management agencies (CMAs) to achieve conflict-free case management. 

In the coming months, the IT innovations and case management redesign modernizations will create a better system for members, providers and CMAs. But the impact of all three occurring at once - which was not intended - is causing short-term challenges to member program eligibility, provider reimbursement, CMA processing and member service response time.

This page is intended to help members and families, case managers, providers, and other stakeholders navigate to HCPF webpages to learn more or access resources related to these concurrent challenges. 

My HCBS Case Management

Members can learn about how changes to the case management system will impact them. 

Watch informational videos about LTSS programs and view an interactive map showing the new case management service areas. 

Escalation Form

Case managers can help you as you submit paperwork for your HCBS program to ensure you meet level of care and other requirements, counties help determine if you are eligible based on financial program rules.  If you have been working with your case manager or county and are having trouble, you can submit a state-level escalation or complaint regarding issues with County Department of Human/Social Services, Eligibility Site, Case Management Agency, or other contractors or agencies that work with applicants and members.

If an LTSS Member is experiencing issues with their eligibility, use this form to ensure the most prompt resolution. 

Case Management Redesign

A resource for all stakeholders to learn about the Case Management Redesign (CMRD) initiative. 

View an interactive timeline, frequently asked questions, rule revision updates, historical meeting materials and recordings, and an archive of memos about CMRD.

PHE Unwind Resource Center

Everything you need to help community partners, advocates, and stakeholders understand and navigate the important changes tied to the end of the Federal COVID-19 Public Health Emergency (PHE). 

View communication toolkits, frequently asked questions for the LTSS population, and links to past newsletters and webinars on the topic.

Covid-19 Vaccine

COVID-19 Information

Multiple resources providing COVID-19 updates, policies, codes, memos, and other important information for providers, case managers, and eligibility staff.

Annual Renewal Process Videos

A series of short informational videos in English and Spanish to provide members with information about the annual renewal process. 

Topics include:

  • updating your mailing address
  • basics of the annual renewal process for Medicaid and CHP+
  • transitioning from CHP+ to the health insurance marketplace