Using CRM for Case Management in Health & Human Services: How the VA and ACF are Bridging the Gap in their Networks of Care
Health and human services (HHS) programs are constantly battling with maintaining effective networks of care, and while they might be providing different services to different audiences, many of they have many challenges in common. Programs are typically delivered by a loosely connected, decentralized network of federal, state, local and community-based organizations. There are many issues this structure creates, all which result in difficulty coordinating services and meeting reporting requirements, ultimately affecting the people these programs serve.
U.S. Department of Veteran’s Affairs Implements Case Management Solution
However, the U.S. Department of Veteran’s Affairs (VA) was able to bridge those gaps by implementing a single case management system to provide care to more than 100,000 severely ill and injured veterans. This was no small feat, because providing this care requires the coordination of two federal agencies, dozens of health care providers and hospitals, 6 non-clinical programs operating 13 separate data systems, and hundreds of case managers in 50 regional offices. The new system eliminated countless hours of working back and forth between systems. Today, all case managers across agencies, providers, and programs have a holistic view of each veteran and can provide a single care plan based on real-time information.
ACF Health Profession Opportunity Grants Program Utilizes Case & Program Management System
And then there’s the story of the Administration for Children and Families (ACF) Health Profession Opportunity Grants (HPOG) Program, which provides workforce development, training and education benefits. It has a budget of $72 million and provides grants to 32 entities serving 30,000 citizens. Like the VA, the ACF implemented a system to simplify its complicated network of care where the ACF and grantees use the same system—a single case and program management system that allows it to administer career development programs and measure program performance without unnecessarily burdening the 500 system users across the ACF and 32 grantee organizations.
How Other Agencies Can Utilize CRM as a Case Management Solution
So, how can other agencies follow the example of the VA and ACF, making these networks of care act more like a single connected enterprise? They need to automate case and program management processes with modernized technology that connects people, programs, and data. The right technology, supported by a plan that addresses the needs of all stakeholders—including populations being served—can cost-effectively bridge those gaps, increase efficiency and improving the client experience.
To learn more about how the VA and ACF tackled their challenges, get a copy of Bridging the Gaps in the HHS Network of Care, a white paper by The Governing Institute.
In this informative white paper, you’ll learn:
- How technology enables innovation.
- Which programs can benefit and how,
- 6 best practices for unifying the network of care, and
- Real-world examples of CRM case management technology in action
Get the Public Sector white paper: Bridging the Gaps in the Health & Human Services (HHS) Network of Care