Community Case Management & Care Coordination FAQs
Am I eligible for services?
Persons receiving services under the Maine Care Section 18 Waiver Program are eligible for Care Coordination services from Creative Works, provided they do not receive any other services from Creative Works. (See Conflict Free Case Management below)
Persons receiving services under Maine Care Sections 21 and 29 are eligible for Case Management services from Creative Works, provided they do not receive any other services from Creative Works. (See Conflict Free Case Management below)
Persons receiving services under Maine Care Section 13 are eligible for Targeted Case Management services from Creative Works, provided they do not receive any other services from Creative Works. (See Conflict Free Case Management below)
How many Community Case Managers and Care Coordinators do you have in your agency?
Our team consists of 3 men and 6 women, all with experience in the field. Creative Works has three Community Case Managers (CCMs) in our Saco office, plus the program director. Our Auburn office has four case managers, one of whom is the supervisor for that office. Creative Works Case Management continues to grow in response to the rising demand for this service.
How many people do you serve in my community?
We currently serve nearly 150 individuals in our Community Case Management and Care Coordination (Brain Injury) programs.
How often will I see my Case Manager/Care Coordinator?
Our policy is that case managers and care coordinators see individuals at least once per month. This may be at home, at program, at work or office, but the location can vary. Visits may be more frequent, depending on the individual and his/her circumstances. Additionally, when first working with an individual/family, we try to visit more often in order to get to know you and familiarize ourselves with your strengths and needs.
What would be the biggest benefit if I choose your agency for Case Management/Care Coordination?
There are a number of benefits with our agency, but the biggest is that we work very closely as a team. We have a total of nine case managers in our department. The pooled knowledge of shared information is a valuable resource. Often, what one of us doesn’t know, someone else will. It also provides additional support to the folks we serve because there is backup for each of our case managers. As the supervisor, the Director of Community Case Management tries to meet everyone we serve and can cover for case managers if they are unavailable or on vacation. We are all licensed by Maine as social workers or working toward that with conditional licenses. This means we are required to continue our learning and training, which keeps us up to date on information that is important for our jobs.
Would I be able to meet the Case Manager/Care Coordinator before I make my choice?
Yes. After an initial inquiry or contact, our next step is to schedule a meeting with you to introduce ourselves and ask a few questions about your goals and how case managers can help. This meeting would include you, the program manager or prospective Case Manager, and whomever else you would like to be present. Based on your needs, we would assess which of our available Case Managers might be the best match.
What are Case Management/Care Coordination office hours for your agency?
Our hours are 8-4:30, Monday - Friday. We also offer everyone the phone number for the DS (Developmental Services) Crisis Line for times when a person may have an urgent need to talk to someone.
How quickly would I get a response from a voicemail or email?
Our goal is to return phone calls and emails within 24-48 hours (although that does not apply to weekends and holidays). If a case manager is not available for some reason, an individual can reach out to Director of Community Case Management or the Program Manager if an immediate response is needed.
Can I text my Case Manager/Care Coordinator?
Case Managers have cell phones but are not allowed to text with individuals outside the usual office hours unless there are advance and agreed upon arrangements to do so. So, texting is okay if it is not excessive or outside of business hours. However, we always need to inform people that texting is not confidential because phones and internet communications can be breached.
How many people would be on my Case Manager/Care Coordinator's case load?
Each Case Manager is assigned to an average of 20-25 people. Some Case Managers have more and some have less. Again, we assign these according to the degree of individuals’ needs. We try to maintain caseloads that allow personalized services as it is important to get to know each person.
What would my Case Manager/Care Coordinator expect of me?
Your Case Manager will support you to communicate openly as you get to know one another, letting us know your goals and how we can help you meet those. It is important to be reliable about appointments and commit to what is scheduled, like a home visit. We expect everyone to be respectful as we value that with each person we serve. We hope for each individual to be an active participant in plans and in meeting their goals. We want to be sure that we are supporting people to be as independent and empowered as possible.
What can I expect from my Case Manager/Care Coordinator?
You can expect your Case Manager to be respectful; of your schedule, your concerns, your goals, etc. Your case manager will work with you on your goals established in your Person Centered Plan, which is updated every year. We also monitor your satisfaction with all the services that you receive. We can offer information and connections to resources in the community, depending on your interests. We work with you as a team to understand your strengths and to help you understand the choices available to you. We encourage people to advocate for themselves and will support you to do that. Case managers are well versed in the services and supports that are available. They are also familiar with the funding sources that pay for these services, including the MaineCare waivers.
How soon could I start working with my new CM/CC?
That would need to be planned together with you, your current case manager (if you have one) and you (and a guardian, if the individual has one). This can take up to two weeks or can happen in a matter of a couple of days. Each situation is different. We attempt to make any transition as smooth as possible.
I already receive other services through Creative Works. Am I also eligible to receive Community Case Management/Care Coordination services through Creative Works?
No. In the state of Maine, participants eligible for services have the right to Conflict Free Case Management. See below for details.
Conflict Free Case Management (excerpt taken from the American Networks of Community Options and Resources (ANCOR) website)
Conflict free case management is designed to ensure that Participants have choice of providers and options are not unduly influenced by providers who both coordinate and offer services. As an example, agencies that provide Case Management Services cannot provide other services to the Participant (i.e. community supports, work supports, etc.).