Member Communication Response Policy

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

Purpose

This policy outlines the procedure for Weld County CMA (WCCMA) employees regarding timely responses to communications from Members and their families. It is designed to ensure that all inquiries, concerns, and communications are addressed efficiently and effectively.

Policy

It is WCCMA's policy, in accordance with rule 1.1.7.4, to respond to all telephone calls, voicemails, and emails from Members and their families within an average of two business days of receipt. This ensures timely and effective communication, fostering better service and support for our Members.

Relevant Contract Citations and Language

1.1.7.4. The Contractor shall have an internal policy and procedure to respond to all telephone calls, voicemails, and emails from Members and families on average within two business days of receipt by the Contractor.

Relevant Rule Citations

Not Applicable

Scope:

This policy applies to all WCCMA staff.

Response Procedure

  1. Timely Responses:
    • All WCCMA staff are required to respond to telephone calls, voicemails, and emails from Members and their families within an average of two business days of receiving the communication.
  2. Priority Issues:
    • Communications that are of an urgent nature, such as hospital discharges or the sudden loss of services, will be given priority and responses will be expedited to within one business day, wherever possible.
    • After-hour emergencies should follow the WCCMA emergency on-call procedure timelines and protocols.
  3. Documentation:
    • All communications received from Members and families, along with the responses provided, must be documented.
    • This documentation should be recorded in the Care and Case Management (CCM) system within five business days of the interaction.

Training:

WCCMA will provide all staff with training on this policy and the procedures for responding to communications from Members and families within 120 days of hire.

Monitoring and Compliance:

WCCMA will monitor compliance with this policy and take appropriate corrective action as necessary.
Monitoring efforts may include analyzing detailed log note reports from the CCM System to assess the time elapsed between the contact date and the log note entry date.

Policy Review:

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

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