Supervising Case Manager (SCM) Guide

Supervising Case Manager (SCM) Guide  

 

👤 Role: Supervising Case Manager (SCM) 

🎯 Objective: 

To oversee and support the full ECM member journey by managing member assignments, reviewing care progress, identifying gaps using dashboards, and guiding Case Managers. You do not complete direct care tasks but play a key role in ensuring timely, high-quality service delivery. 

 

✔  Pre-Conditions 

  • You must have Command Center access with SCM permissions 
  • Member intake must be completed by the DEO / Intake Coordinator 
  • Case Managers must be active in the system with appropriate role access 

 

🧭 Key Areas of Access 

Tool    Used For 
Command Center → Manage → All Member Intake Sheets    Assigning Case Managers after intake 
Command Center → Manage → All Member Status    Reassigning members, marking members as inactive 
Command Center → Dashboard → Program Managemen     Tracking member progress by stage 
Command Center → Dashboard → Case Manager Productivity    Evaluating performance metrics by CM 
Command Center →Manage✔ All Membe Status-✔ Action-✔  Member 360 View    Deep dive into individual member history 

 

🔁 Assign a Member to a Case Manager 

  1. Navigate to Manage → All Member Intake Sheets 
  1. Filter by Program = ECM and find members not assigned to any CM (you can see the filters by clicking on the Advanced Filters button in the top right corner) 
  1. Click Action → Edit on the member row 
  1. In the intake form, confirm details are complete 
  1. Go to Member Status tab → Select a Case Manager 
  1. Click Complete to finalize the assignment 

✔  CM is notified and assigned the outreach task 

 

🔁 Reassign or Mark Member Inactive 

  1. Navigate to Manage → All Member Status 
  1. Filter/search for the member 
  1. Use Action → Reassign CM or Mark Inactive 

✔  Reassignment creates a task for the new CM
✔  Inactive members are paused from workflows 

 

🔍 Monitor Member Progress 

📌 1. Member 360 View 

  • Go to All Member Status → search for the desired member → Action → 360 View 
  • See full history including: 
  • Intake details 
  • Outreach status 
  • HRA status 
  • Care Plan progress 
  • Progress Notes 
  • All assigned tasks and completed tasks 

✔  Use to prepare for case conferences or audits 

📌 2. Program Management Dashboard 

Go to Dashboard → Program Management for population-level monitoring: 

Dashboard Chart  What It Shows  SCM Actions 
Intake Status by Program  Members stuck in intake, active or inactive  Follow up with DEO for stuck intakes 
Outreach Completion by CM  Outreach counts by Case Manager  Nudge CMs with low outreach volume 
HRA Status Tracker  % of HRAs Not Started, In Progress, Completed  Identify and act on HRA delays 
Care Plan Status Overview  Distribution of Care Plans by status  Push follow-up on pending Care Plans 
Days Since Last Activity  Inactive members by days since engagement  Consider reassignment or outreach alerts 

📌 3. Case Manager Productivity Dashboard 

Go to Dashboard → Case Manager Productivity: 

Metric  What It Means  SCM Use 
Tasks Completed by CM  Counts of forms, notes, and activities  Support or recognize high/low performers 
Form Turnaround Time  Avg days to complete Outreach, HRA, Care Plan  Address delay patterns 
Member Engagement by CM  # of members each CM is actively working with  Reassign under-utilized members 

 

🔔 Notifications SCMs Receive 

  • When a CM enrolls or declines a member after outreach 
  • When a member is reassigned or marked inactive 
  • Optional dashboard alerts (e.g., inactivity, overdue forms) 

 

🧠 Use Case Examples 

 

🛠️ SCM Best Practices 

✔  Do  ✘ Don’t 
Review intake status and assign promptly  Complete forms like Outreach or HRA 
Use dashboards daily to track gaps  Change member demographics (Admin-only) 
Support CMs through delays or confusion  Skip reassignment for unresponsive CMs 
Coordinate with Admin for escalations  Ignore members with no recent activity 

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