Case Management Assessment and Training

Opportunity

New Hampshire’s Department of Health and Human Services (DHHS) identified the need for standardized, accessible training for the state’s case managers and service coordinators who support four Medicaid Home and Community-Based Services (HCBS) waiver programs. The goal was to ensure that all individuals receiving services experience consistent, high-quality person-centered support. To meet this goal, DHHS sought to develop training materials to build knowledge and reinforce person-centered principles and approaches.

Approach

HSRI led a process that included:

• Conducting an environmental scan of existing training materials from state agencies and case management and service coordination organizations.
• Reviewing federal and state training requirements for HCBS case management.
• Engaging constituents through interviews, focus groups, and a statewide survey of active case managers and service coordinators.
• Establishing an advisory Working Group to guide training development.
• Convening state and agency staff to discuss training needs and inform content.

From these findings, HSRI developed nine self-paced, virtual training modules in two courses (person-centered competencies and NH’s HCBS waivers). The training package also included a supervisor’s guide, an implementation plan for training outreach, and ongoing hosting and technical assistance to support roll-out.

Impact

This project created a statewide foundation for shared understanding of person-centered practices within New Hampshire’s HCBS system. Impact and outcomes included:

• Consistent foundational knowledge among case managers and service coordinators regarding both person-centered planning and the state’s HCBS waiver programs.
• Information and resources for case managers and service coordinators to support individuals self-directing their services.