Information about Mental Health Targeted Case Management (MH-TCM) agencies

PrimeWest Health gathers information from our network Mental Health Targeted Case Management (MH-TCM) agencies so you know what to expect from them. We do this by sending a survey to each MH-TCM agency. This information was current as of November 2014. Click on a question below to see results for each agency. Call Member Services at 1-866-431-0801 (toll free) if you don't see the MH-TCM agency that you receive services from. You can also call if you have questions about whether an agency is accessible for you.

Which health plan(s) are you contracted with for SNBC MH-TCM?

At the time of scheduling a new client appointment, does your MH-TCM agency ask if the client has special needs or requires special accommodations?

Are clients allowed to bring service animals to their appointments?

Do the MH-TCM case managers in your agency meet with clients in their home?

Do the MH-TCM case managers in your agency meet with clients in a community setting of their choice, such as a coffee shop?

Does your MH-TCM provider agency offer services by videoconferencing to improve access to services?

Do you see clients in your MH-TCM agency office?

Do your waiting areas accommodate wheelchairs?

Can your MH-TCM agency accommodate a client who needs a private waiting area?

Do you have a 5-foot wheelchair turning radius in at least one bathroom stall?

Can door handles in the client accessible areas be operated with a closed fist?

Is your reception desk at chair level?

How soon are clients seen at your office within their scheduled appointment time?

Is your MH-TCM provider agency able to offer free, on-site child care so that an adult client can participate in receiving services?

If public transportation is available to your MH-TCM agency what is the distance from the agency to public transportation?

If a client requests an appointment, how long does it usually take to be seen by a MH-TCM case manager?

Are clients given written appointment slips for future planned contacts (not just verbal)?

Do clients have the option to receive appointment reminders by text message for future planned contacts?

Do clients have the option to receive appointment reminders by phone message for future planned contacts?

Do your MH-TCM case managers adjust the length of visits or contact to meet client needs? (Example: two 30  minutes sessions vs. one 60 minute session)

If a client often misses appointments, how does your MH-TCM provider agency respond most frequently?

Are your MH-TCM provider agency’s services available evenings?

Are your MH-TCM provider agency’s services available on weekends?

Does your MH-TCM provider agency allow clients to communicate with their case managers using phone, email or text; and are these communications documented in client file?

Are client phone calls and emails to your MH-TCM provider agency returned within 48 hours?

Does your MH-TCM provider agency review materials for reading level, ease of understanding, non-use of acronyms and font size before they are given to clients?

Does your MH-TCM provider agency hold or participate in advisory committee(s) to review policy and procedures for people with physical health or other disabilities?

            Please name the committees and host agency.

How often does your staff receive training on dignity, respect and recovery for client over the age of 21 with disabilities?

How often does your staff receive training on dignity, respect and recovery for client under the age of 21 with disabilities?

What accommodations are your MH-TCM provider agency staff trained in to use regarding individuals with high anxiety?

What accommodations are your MH-TCM provider agency staff trained in to use regarding individuals with cognitive conditions?

What training have your MH-TCM case managers been given in the past two years (as of survey date) in order to assess the cultural values and beliefs of the clients and how often?

What training is your MH-TCM provider agency staff given on community resources for clients and how often does this training occur?

Does your MH-TCM provider agency identify and involve the client’s personal support members in the client’s assessment and planning of their support plan?

Does your MH-TCM provider agency involve the client’s identified personal support members in the client’s implementation and reevaluation of their support plan?

For clients 21 and older, are Individual Community Support Plans (ICSP) signed by the client and (if involved) other supportive individuals?

For clients 21 and older, are signed copies of the ICSP given to the client?

For clients under 21, are Individual Family Community Support Plans signed by the client and other supportive individuals?

For clients under 21, are signed copies of Individual Family Community Support Plans given to the client or other supportive individuals?

What is the average size of case manager caseload for a full-time equivalency case manager (do not include supervisor or clinical supervisor time) at your MH-TCM provider agency for adults in the preceding month before this survey?

What is the average size of case manager caseload for a full-time equivalency case manager (do not include supervisor or clinical supervisor time) at your MH-TCM provider agency for children in the preceding month before this survey?

Do your MH-TCM case managers use a systematic approach to assessing the cultural values and beliefs of the client and incorporate them into their support plan?

Does your MH-TCM agency employ case managers that speak languages of client cultural groups?

             Please list what languages besides English; is at least one case manager fluent in as to the day of completion of this survey?

Does your MH-TCM agency specialize in working with a specific population?

             Please describe the specific population(s):

Does your MH-TCM agency provide written materials in languages other than English?

             If answering yes, please list the other languages that your print materials are available under:

Does your MH-TCM provider agency utilize an annual client satisfaction survey?

Are the results of client satisfaction surveys available to the public?

            If answering yes to this question, where are the results of your client satisfaction survey located?

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