Senior and Adult Services Division – Case Aide Model

About the Program

Category: Human Services (Best in Category)

Year: 2020

In 2018, the Senior and Adult Services Division (SASD) implemented an innovative model of care under the Senior and Adult Living Program (SAIL) - the Case Aide model. With ever-increasing caseloads, the inability to hire additional case managers and a commitment to deliver the highest quality of care to seniors and adults with disabilities in Maricopa County, the Division knew that a change was needed. As such, SASD added three case aides to their team of 22 case managers who provide essential administrative and direct support to the entire case management team. The work conducted by the case aides allows the case managers to spend more time with their clients addressing their complex and unique psychosocial needs. The case aides also deliver front-line customer service for the SAIL program, interact daily with clients and community providers and share their team’s mission to provide person-centered, timely and comprehensive services. In Calendar Year 2019, the case aides documented over 3,680 hours of administrative support and touched the lives of 20,625 clients (duplicated count). This is the equivalent of 1.75 FTE and savings of 167 hours of administrative time per case manager per year.