Emergency On-Call Procedure

Section: Case Management Agency (CMA)
Created: 02/25/2024
Revised:
Effective: 03/01/2024

Purpose

This policy outlines Weld County CMA's (WCCMA) commitment to providing an effective emergency on-call procedure to respond promptly to crisis situations outside regular business hours

Policy Statement

It is the policy of Weld County Case Management Agency (WCCMA) to ensure compliance with contract requirements by providing a clear and accessible emergency on-call system. This system will be available to Members, their families, providers, and community partners.

Contract Section(s)

1.1.7.3: The Contractor shall have an emergency on-call procedure to respond to crisis situations outside of regular business hours. Procedures must clearly document how the Contractor will ensure timely response to emergency situations such as hospital discharges, risk of homelessness, unexpected termination of residential services, etc.

Relevant Rule(s)

Not applicable.

Procedures:

Call Center Service: WCCMA uses a call center service as the first point of contact for crisis situations involving Members during non-business hours, including weekends and holidays.

On-Call CMA Staff: WCCMA employs on-call CMA staff to handle calls forwarded from the call center. On-call staff are at least at the supervisory level and may include program managers and other positions.

Triage and Response: Call center staff are trained to:

Direct callers to dial 911, or call 911 themselves, if the emergency warrants it.

Forward the call to the assigned WCCMA on-call staff person.

Non-Urgent Issues: For callers with issues that can wait until the next business day, callers are directed to contact their case manager the next day.

Record Keeping

Documentation will be kept in the Department's information management systems and logged in no later than two business days from the date of activity. These records will include the nature of the emergency, actions taken, results, and subsequent follow-up steps.

Training

All personnel will undergo training to familiarize themselves with the procedures and responsibilities involved in this plan.

Policy Review

This policy will be updated as needed based on feedback and changes to contractual and regulatory requirements.