Case Management Overview - November 2023.pptx

CASE MANAGEMENT (November 2023) OVERVIEW 1 Understanding the current state… Governance Services Human resources SSN Cases QOL Cases Elderly / Regional SSN Cases Tools / Processes Community Resources Data Monitoring / QA / Playback Single-Input Cases Multi-input Cases Settlement Cases Human resources...

CASE MANAGEMENT (November 2023) OVERVIEW 1 Understanding the current state… Governance Services Human resources SSN Cases QOL Cases Elderly / Regional SSN Cases Tools / Processes Community Resources Data Monitoring / QA / Playback Single-Input Cases Multi-input Cases Settlement Cases Human resources Staff case managers, Family Mentors, Volunteer case managers, Regional SSN case managers, phone volunteers, triage team, SME experts, navigators, admin – data, QA, training, Service crisis response, referral, coordination, navigating Processes Elements of our case management ‘system’ Triage, assessment, navigation, referral, feedback loop, documentation Training, recruitment, data collection Data System Data input, tracking results QA Analysis + reporting + impact assessment Tools Roadmap, Assessment tools, Family Development Plan CMS Tool Governance / leadership People Policies Resources Financial subsidies Jamati programs External resources / referral networks Desired outcomes Jamats’ satisfaction / experience trust, known, and have a good experience when they use the service Meet Jamats’ needs / address quality of life health issues are addressed, suicide poverty reduction happiness, hope access to services – jobs, skills development improve the Jamats’ resilience, emotional Quality of services reflects and understand Jamats’ needs, facilitate prevention HR Satisfaction and Optimal engagement empathy Motivated to continue, inspired, feel a part of a team, having an impact, feeling appreciated, having a purpose Include measurable outcomes, reflects best practice Growth (personal, professional, spiritual), learning reflects root cause Appropriate / optimal use of Jamati members serving in the system, knowledge and time CASE TYPES Single Input Multi-Input Cases are classified as Single Input if the Jamati Members request can be serviced by a single service provider. Cases are classified as Multi Input if the Jamati Members request require two or more service providers to collaborate and provide a holistic service. 7 SINGLE-INPUT CASE ROUTING PHONE 1- 844-55-ACCESS ONLINE SERVICE REQUEST FORM ACCESS HELP DESK INSTITUTIONAL MEMBER ACCESS INFORMATION VOLUNTEER (IV) CASE MANAGEMENT SYSTEM YES Single Input Service Provider* Triage - How Many Service Providers Are Needed? NO Multi Input 72 Hr. SLA *Central Institution Subject Matter Expert, Staff Case Managers, VCM Case Managers, Access Team are considered Service Providers. 8 MULTI-INPUT (NON-COMPLEX) CASE ROUTING PHONE 1- 844-55-ACCESS ONLINE SERVICE REQUEST FORM ACCESS HELP DESK INSTITUTIONAL MEMBER ACCESS INFORMATION VOLUNTEER (IV) NO Triage Needs Fulfilled By 1 Service Provider? CASE MANAGEMENT SYSTEM Service Provider* NO Triage - Is the case SSN or Poverty Related? Regional VCM Lead Family Mentor 72 Hr. SLA The subject matter expert may connect directly with the JM (facilitated by the FC) for technical support requiring direct connection (e.g. physical health assessment) 9 MULTI-INPUT (COMPLEX) CASE ROUTING PHONE 1- 844-55-ACCESS ONLINE SERVICE REQUEST FORM ACCESS HELP DESK INSTITUTIONAL MEMBER ACCESS INFORMATION VOLUNTEER (IV) NO Triage Needs Fulfilled By 1 Service Provider? CASE MANAGEMENT SYSTEM YES Triage - Is the Case SSN or Poverty Related? Staff Case Manager (High Complexity Cases) Case Manager conducts Family Assessment to identify all needs of the family Family Mentor Volunteer Case Manager 1 CM Requests FM from Regional VCML/Deputy Service Provider* (Mid/Low Complexity) The subject matter expert may connect directly with the JM (facilitated by the FC) for technical support requiring direct connection (e.g. physical health assessment) 72 Hr. SLA 10 1 Staff Case Managers will mentor and provide support to Volunteer Case Manager on mid level complex cases CRISES CASE ROUTING PHONE 1- 844-55-ACCESS ACCESS HELP DESK ONLINE SERVICE REQUEST FORM INSTITUTIONAL MEMBER ACCESS INFORMATION VOLUNTEER (IV) CASE MANAGEMENT SYSTEM On Call - Staff Case Manager In case of a Crisis Situation, the Phone Information Volunteer or the assisting Case Manager encourages the Jamati Member to call 911 for immediate help. In some cases IV or CM may call 911 on behalf of the JM. Crisis is defined as a situation where the JM is in harm's way themselves or may harm others, requiring immediate intervention to deescalate the situation. 11 CASE MANAGEMENT QUESTIONS? 12