Case Management Model

About the Program

Category: Human Services (Best in Category)

Year: 2009

The Human Services Division of the County’s Social Services Department is responsible for the accurate determinations, renewals, and timely issuance of benefits to the citizens who need their programs. A methodology was needed to ensure program integrity, meeting all federal and state regulations; thereby the design of the Case Management Model was crafted for implementation in January 2008. In the past, each worker assigned to the Families & Children workload managed about 450 families, acting on yearly renewals in Medicaid and Food Stamps, interim reports, and changes that spanned from addresses to adding children to adjusting rental amounts. These activities required constant shifts in what actions were required and the body of knowledge required. In a complex maze of policy and procedures, workers felt burned out and unable to produce quality work. Client complaints were numerous at the beginning of each month, often reaching administration for resolution. The Case Management Model was crafted to enhance the work load that would benefit both the client and the staff. The Case Management Model focuses on work tasks directed towards specific case activities rather than the multitude of tasks associated with caseload assignments. This new model created four distinct functions in the Families & Children Medicaid and Food Stamp workload with worker assignment of 4 to 6 months in the areas of Food Stamps & Medicaid renewals, Medicaid only renewals, interim reports, and changes.