Washington Case Management Agency Policy Manual

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The Washington Case Management Agency Policy Manual provides a comprehensive operational framework for agencies delivering case management services to individuals with disabilities, chronic conditions, behavioral health needs, and aging-related support requirements across Washington State. This manual aligns with the regulations established by the Washington State Department of Social and Health Services (DSHS), including the Aging and Long-Term Support Administration (ALTSA), the Developmental Disabilities Administration (DDA), and the Health Care Authority (HCA). It also ensures compliance with Medicaid Home and Community-Based Services (HCBS) waiver programs, the Community First Choice (CFC) program, and managed care coordination requirements. The manual includes policies and procedures governing agency enrollment and oversight, client eligibility and intake, comprehensive assessments, person-centered service planning, coordination of medical, behavioral, and social services, resource referrals, interdisciplinary collaboration, staff qualifications and training, participant rights and protections, documentation and billing, incident reporting, emergency protocols, and quality assurance. It emphasizes conflict-free, individualized care coordination that empowers participants to achieve greater independence, access needed services, and remain safely in their homes and communities. This manual serves as a foundational resource for case management providers in Washington, ensuring the delivery of high-quality, compliant, and person-centered services that promote well-being, choice, and community inclusion.