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Multnomah County Department of County Human Services

Aging & Disability Services Division

Policy and Procedure for Allowable and Reimbursable Units of

Service for Case Management Assistance Services

Performed by VOLUNTEERS of District Centers

Aging and Disability Services recognizes the valuable contribution of skilled volunteers and volunteer student interns in the provision of district center services. Case management-related services performed by a skilled volunteer of the district center that support and augment the primary case manager’s work with the client can be reimbursed as a Case Management Assistance Volunteer (CMA Volunteer) billable unit.

CMA Services

The CMA Volunteer provides direct services to clients as well as assistance to case managers by handling many duties that do not require the training and judgment of a case manager but are vital to the client’s well-being and/or successful care plan, or which would require too much of a case manager’s time, or where separation of duties from the case manager is considered a best practice.

Knowledge, Skills and Abilities of a CMA Volunteer

A volunteer student intern is typically an MSW or BSW student of a college or university but could be any volunteer student intern who is closely supervised by their school and/or the district center in the provision of case management assistance services. What differentiates the volunteer student intern from other volunteers in the district center is:

• The level of the volunteer’s responsibility to the client;

• The level of mentoring and oversight required and provided by the district center and/or the sponsoring school for the volunteer;

• The level of knowledge, skills and abilities of the volunteer obtained through schoolwork and/or life experience and/or work experience.

Other volunteers, such as student nurses, retired social workers and other professionals, by virtue of their work experience and specialized training, will be permitted on a case-by-case basis to perform the duties of a CMA Volunteer and the district center may request reimbursement for their time providing CMA services.

Reimbursable Tasks Performed by CMA Volunteers

Some of the key tasks performed by volunteer student interns and skilled volunteers, which are reimbursable, include but are not limited to:

• Phone calls to the client to gather essential information for the client’s file;

• Home visits to deliver essential paper work and /or to assist the client in completing essential paperwork that is associated with the work of the primary case manager;

• Home visits to conduct welfare checks;

• Escorting the client to key appointments in the community when other options, such as natural supports, are not available to provide the assistance. Some examples of escort would include but are not limited to accompanying the client to doctor’s appointments, or, to the Social Security Administration or other public benefits offices, and the client needs the CMA to advocate on behalf of the client and report back to the case manager;

• Documentation for the client’s file, e.g. in Oregon Access and the Care Tool, the key elements of contact with the client and activities performed on behalf of the client. (In lieu of documenting in Oregon Access and the Care Tool, the case manager will cut and paste the CMA’s documentation into Oregon Access and the Care Tool);

• Assistance with the implementation of the client’s care plan, which may include advocacy and coordination of care; and

• Medication assessment performed by student nurses under the supervision of an RN from the nursing school.

CMA Non-Reimbursable Activities

Some examples of CMA activities that are not reimbursable are:

• Friendly visiting unless it involves key functions of case management as described above;

• Telephone reassurance;

• Shadowing the case manager on home visits, unless when due to concerns about personal safety, the primary case manager requests that another staff person accompany them on the home visit;

• Other tasks not directly associated with key functions of case management.

The district center may not claim volunteer in-kind hours for any volunteer whose services are being reimbursed by ADS.

Essential Requirements for the CMA Volunteer

As with all district center volunteers the Volunteer CMA is required to pass a criminal background check before working with clients and must sign a promise to adhere to client privacy and confidentiality laws. CMA Volunteers that perform narration activities must receive instruction in ADS Narration Standards from a qualified person and follow the standards for narrative documentation. A qualified trainer may be a district center case manager or program manager that has the knowledge and skills to train and supervise a volunteer in the use narration standards.

The district center shall provide each CMA Volunteer with their agency CMA job description and may include the following essential job responsibilities in addition to other job duties and responsibilities as necessary:

• Assist case manager with paperwork including documentation, completing forms, data entry, and other duties as assigned;

• Assist client with the completion of necessary forms and applications;

• Complete accurate, legible and timely documentation of services delivered in accordance with agency management information system;

• Make home visits to obtain signatures, deliver items, perform welfare checks, etc.;

• Accompany client on doctor’s visits;

• Provide reminders to client for important appointments;

• Adhere to client privacy and confidentiality laws;

• Must be able to pass a criminal history background check before working with clients of [district center].

Rate of Reimbursement

Allowable and reimbursable costs for Volunteer CMA Services are units of service related to the provision of professional case management services and performed by volunteer student interns and other skilled volunteers, who have demonstrated through school coursework, or work experience and skill level, an ability to work effectively with older adult clients that receive a case management service from the district center.

One unit of Volunteer CMA service is equivalent to one hour of service performed by a volunteer who provides a supplemental case management service for the district center client under the supervision of the case manager and/or program manager. One unit of CMA Volunteer service will be reimbursed to the district center at the rate of $15.00 per hour.

Reporting Requirements

To receive reimbursement for CMA Volunteer services the district center must submit a monthly Case Management Assistance Volunteer Time Log with their contract deliverables that will include:

1) Dates of service;

2) Name of CMA Volunteer;

3) Name of Client that received the CMA services;

4) Client’s prime number;

5) CMA tasks completed; and

6) Number of service units (hours) provided.

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