Case management · 10 episodes

Support Coordination

Her plan. Her choices. Your follow-through.

For support coordinators and case managers: person-centred plans, free choice of provider, monitoring, missing hours, supported decisions, plan changes, conflicts of interest, back-up plans, reporting and annual reviews.

The episodes

1. EP 1 · FreeHer Plan, Her Words Key takeaway A person-centred plan starts with the person. Speak to them directly, ask what they want, and write their goals in their own words. Family input matters, but it doesn't replace the person's voice.
2. EP 2Choice of Provider Key takeaway People have the right to choose their providers. Share the full list, explain the options without steering, and help them visit or meet staff. Never favour a provider because of a relationship, a referral deal or convenience.
3. EP 3The Monitoring Visit Key takeaway Monitoring means more than ticking boxes. Ask the person how their services are going, look at whether the goals are being worked on, and follow up with the provider when something isn't right. Document what you found and what changed.
4. EP 4Hours Not Delivered Key takeaway When approved services aren't delivered, the person misses out. Track hours used against hours approved, ask the provider for a plan, follow up on a set date, and remind the person they can change providers if it doesn't improve.
5. EP 5Mom Disagrees Key takeaway Adults have the right to make their own choices, including some risk. Unless a court has said otherwise, the person decides. Help families voice their worries, and build supports that make the person's choice safer instead of replacing it.
6. EP 6A Change in Need Key takeaway Plans aren't only updated once a year. When someone's needs change, review and update the plan promptly, arrange any interim supports, and tell the person they can ask for a review whenever their life changes.
7. EP 7The Gift Basket Key takeaway Support coordinators must stay neutral. Politely decline gifts from providers and follow your agency's conflict-of-interest rules. If you're unsure, ask your supervisor and document what you did.
8. EP 8Back-Up Plan Key takeaway Every plan needs a back-up for when staff don't arrive: who to call, in what order. A back-up plan only works if the person knows it and can find it. Review it with them, and report missed visits to the provider.
9. EP 9Something Isn't Right Key takeaway If you suspect abuse or neglect, report it right away through your state's required process. You don't need proof. Reassure the person, act to keep them safe, and stay involved while it's looked into.
10. EP 10The Annual Review Key takeaway An annual review looks at what the person achieved, what helped and what didn't, and what they want next. Celebrate progress, update the plan in the person's own words, and keep building toward the life they choose.

Each episode is about a minute, with a quick check after it. Watch in the ScenarioPlus app or on the web. Get the app