Amy is a case manager for Kentucky's home- and community-based waiver. Her job happens out in the community, with the people on her caseload. For years, though, the work that proved she'd done it lived somewhere else: in paper files back at the office.
Tedious and time-consuming
Every visit created paperwork. Every contact needed a note. Every client file had to be kept current by hand. For QKB's case managers, that meant hours writing up notes and maintaining files, and trips back to the office just to keep records in order.
It's a familiar trap for waiver case management agencies: the documentation that keeps you compliant also keeps your best people at a desk.
“We're not tied to an office. We're not tied to paper files that were tedious and time-consuming to maintain.”
We can do it all online
QKB moved its case management to One Care Portal. Instead of handing the agency a generic system, OCP built QKB's contact note and documents around how its case managers actually work, including the service authorization form they rely on.
Client files moved online, reachable wherever the visit happens. Contact notes became something case managers finish in the field, not at night.
“File maintenance is easy. Making our contact notes online is easy and quicker.”
More time to spend with my clients
The change Amy talks about most isn't the software. It's her time.
“What used to take me hours and hours has now cut it probably down by half. That leaves me more time to spend with my clients.”
Amy's own estimate, from her published video.
Five years later
QKB went live within two weeks, and five years on it runs case management for about 400 participants on One Care Portal. As the agency's needs have changed, its notes and forms have changed with it.
“I don't ever want to go back to paper.”
Quotes are from Amy's published video.