WEST ST. PAUL, Minn. — When families begin exploring Minnesota's disability waiver services, one term appears repeatedly: case management. For many, understanding what a case manager does and why this role matters can feel confusing amid an already complex waiver system. Case management represents far more than administrative paperwork. Your case manager coordinates services, provides information and helps you navigate Minnesota's home and community-based services system, translating assessed needs into actionable support plans that reflect individual goals and preferences.
What Is Case Management?
Case management is a required service for everyone enrolled in Minnesota's disability waiver programs, including the Brain Injury, Community Access for Disability Inclusion, Developmental Disabilities and Community Alternative Care waivers. Case managers help individuals and families identify, access and navigate the supports and services needed to live as independently as possible in community settings.
Minnesota's Community-Based Services Manual defines case management as ongoing coordination and facilitation of waiver services based on the person-centered support plan. Case managers remain involved throughout the service journey, monitoring services, adjusting plans as needs change and ensuring the support system continues working effectively.
Core Responsibilities of Waiver Case Managers
Person-Centered Support Plan Development: Case managers facilitate and finalize written person-centered support plans, which serve as roadmaps for all waiver services. These plans identify goals, preferences, needs and the specific services that help individuals achieve desired outcomes. The process emphasizes what matters to the person and what matters for the person, ensuring services align with individual values rather than following predetermined templates.
Information and Education: Case managers inform individuals about all available service options under waiver plans, helping people understand possibilities and make informed choices. This includes explaining different service types, discussing provider options and answering questions about the waiver system.
Service Coordination: Case managers assist in identifying potential providers for chosen services and help coordinate services from multiple providers, ensuring everyone works together effectively rather than operating in isolation.
Ongoing Monitoring: Case managers evaluate and monitor services identified in support plans. Minnesota requires different levels of case manager contact depending on which waiver a person receives. For individuals on BI, CAC, CADI and DD waivers, case managers must have a minimum of two face-to-face contacts within each 12-month period. The person's annual assessment may count as one face-to-face contact when case management activities are performed at the time of the visit. Many case managers meet more frequently, particularly during transitions or when needs change.
Service Authorization Recommendations: Based on person-centered support plans, case managers provide lead agencies with recommendations for service authorization, completing necessary paperwork to ensure providers receive approval to deliver authorized services.
Assistance With Access and Appeals: Case managers help individuals navigate challenges within the service system, address concerns and access grievance procedures when necessary.
How Case Managers Work With Service Providers
Case managers cannot provide other waiver services directly, and Minnesota policy prohibits case managers from having personal financial interest in other services provided to individuals on their caseload. This prevents conflicts of interest and ensures case managers can objectively assess service needs.
Instead, case managers and service providers work collaboratively. When support plans identify services such as individualized home supports or 24-hour emergency assistance, case managers coordinate with provider teams to implement these services. Service providers receive authorizations specifying which services to provide, at what frequency and for what duration.
Case managers and providers maintain ongoing communication about service delivery, progress toward goals and any changes in needs or circumstances. Case managers facilitate support team meetings that may include the individual, family members, legal representatives and service providers. These meetings review progress, discuss challenges and adjust plans as needed.
Qualifications and Training Requirements
Minnesota maintains specific requirements for case managers to ensure they possess the knowledge and skills necessary for this complex role. Case managers providing services under BI, CAC, CADI and DD waivers must be public health nurses, registered nurses or social workers with appropriate credentials and training.
As of July 2023, case managers must complete 20 hours of annual case management education and disability-related training. Required training topics include person-centered planning, informed choice, cultural competency, employment planning, community living planning, self-direction options and the use of technology supports.
All disability waiver case managers were required to complete employment planning training by Aug. 1, 2024. For case managers hired after that date, this training must be completed within the first six months of providing case management services.
Choosing a Case Management Provider
Minnesota policy gives individuals the right to express preference for their case management provider. Counties and tribal nations contract with case management agencies to provide these services. When individuals complete MnCHOICES assessments and are found eligible for waiver services, they can express preference for a specific case management agency. Assignment depends on agency capacity and county arrangements.
If dissatisfied with current case management services, individuals may request a transfer to a different provider. Contacting the current case manager's agency supervisor or the county's intake line starts the process of discussing provider changes.
What to Expect From Case Managers
Regular Contact: For BI, CAC, CADI and DD waivers, case managers must have at least two face-to-face contacts with individuals within each 12-month period, with the annual assessment potentially counting as one contact if case management activities occur during that visit. Many case managers connect more frequently through phone calls, emails or additional visits.
Person-Centered Approach: Case managers work with individuals to develop support plans that reflect personal visions and goals rather than imposing predetermined solutions.
Coordination and Problem-Solving: When challenges arise with services, case managers help identify solutions, facilitate communication between parties and ensure needs continue being met.
Clear Communication: Case managers explain processes, help people understand their options and provide information needed to make informed decisions about care.
Common Questions About Case Management
Must individuals accept assigned case managers? While individuals may express preference for different case management providers, they must have assigned case managers to receive waiver services. Lead agencies make assignments based on capacity and contracts.
Can case managers tell individuals which providers to use? Case managers inform individuals about all available provider options and help people understand differences between providers, but the choice remains with the individual. Person-centered planning emphasizes the right to choose providers whose services best fit preferences.
What if individuals disagree with case manager recommendations? Individuals have the right to make informed choices about services, even if those choices differ from case manager recommendations. If disagreements cannot be resolved through discussion, grievance procedures are available through lead agencies.
How often should individuals hear from case managers? For BI, CAC, CADI and DD waivers, individuals should have at least two face-to-face meetings within each 12-month period. Additional contact frequency depends on needs and preferences.
Moving Forward With Case Management Support
Understanding case management helps individuals engage more effectively with case managers and the broader waiver service system. Case managers coordinate services throughout the disability waiver services journey, helping translate needs into support that enables people to pursue goals and live as independently as possible.
Service providers work collaboratively with case managers across Minnesota to ensure individuals receiving services benefit from coordinated, person-centered care that respects autonomy while providing needed assistance.
For those new to Minnesota's waiver system, connecting with county intake lines represents the first step. Once individuals complete MnCHOICES assessments and receive waiver services, assigned case managers become essential partners in support systems, helping navigate available resources and build desired lives.
Minnesota's case management system provides essential coordination for individuals enrolled in disability waiver programs, connecting people with needed services while emphasizing person-centered planning and informed choice. Understanding case manager roles helps maximize the support available through Minnesota's BI, CADI, DD and CAC waiver programs.
BrightPath is a 245D-licensed service provider offering Individualized Home Supports, 24-Hour Emergency Assistance, Community Residential Services, Crisis Respite, and Intensive Support Services to individuals enrolled in Minnesota's BI, CADI, DD, and CAC waiver programs. We serve individuals throughout Ramsey County, Hennepin County, and across Minnesota. For more information about our services or to discuss how we can support your journey toward independence, contact our team today.