Case management should be central to the operation of the interdisciplinary treatment team. The Mexican term equivalent to the role of the case manager is the "promotora de salud". Case managers for Latinos require special skills in advocacy, access of community-based services and systems, and interagency coordination. Case management should also be consumer- and family-driven. Case managers should be accountable for the cost and appropriateness of the services they coordinate.
- Case managers working with Latino consumers and families should be able to demonstrate their level of cultural competence as part of their privileging and credentialing standards within the Plan and should be supervised directly by, or in consultation with, a Latino Mental Health Specialist.
- Case managers should be knowledgeable about the community, its resources, and natural supports.
- Case managers should have access to flexible funds for the provision of wrap-around services.
- Case management should be continuous and proportional to the degree of the consumer’s need and level of impairment. The case manager should act as a single point of contact and have responsibility across all levels of the system of care.
- The Health Plan should define and enforce caseloads for case managers consistent with industry standards, accounting for severity of consumer impairment/case mix. These should enable case managers to effectively serve Latino consumers and prevent burnout and unacceptable levels of turnover.
- Practice privileges should be afforded to case managers across the entire system of care including settings such as inpatient facilities.
Recommended Performance Indicators
- Cultural competence requirements commensurate with level of responsibility and supervision provided for case managers who serve Latinos.
- Cultural competence training for all case managers as part of a credentialing process.
- Community resources and natural supports included in all care plans.
- Use of flexible funding for Latino consumers, comparable to others.
- Sufficient numbers of case managers to support caseload standards for Latino consumers.
- Consumer and case manager involvement in level of care and other treatment decisions.
- Consumer and family satisfaction with selection of services
Benchmark: 90% satisfaction
- Reduction in utilization and lengths of stay for more restrictive levels of care
Benchmark: Comparable to overall community and decreasing over time