Case Management User Guide

1. Welcome

One Care Portal (OCP) is a secure workspace built for home and community-based care programs. It helps your team coordinate services, track documentation, and manage case progress — all in one place.

This guide covers the Case Management module. Separate guides are available for the other modules (ADHC/Daycare and Billing Hub).

Key Terms

2. Getting Started

Logging In

1. Open your organization's One Care Portal in your web browser.
2. Enter your email and password.
3. You will land on the Service Overview page.

Finding Case Management

The Service Overview page shows all the service modules available to your organization:

• ADHC (Daycare) — Manage participants, nurse notes, staff records, and expiring documents.
• Case Management — Coordinate wraparound services, documentation, and case progress.
• Billing Hub — Centralized billing, claims submission, and AR management.

To open Case Management:

1. On the Service Overview page, find the Case Management card. It will show a green "Enabled" badge if your organization has access.
2. Click Open Case Management.
3. You will be taken to the Case Management Dashboard.

Top Navigation Bar

The navigation bar at the top of every page includes:

• Dashboard — Returns you to the Service Overview page.
• Manage Users — Opens user management (visible to administrators only).
• Your email address — Shows who is currently logged in.
• Logout — Signs you out of the portal.

3. Your Dashboard

Service Overview > Open Case Management

The Case Management Dashboard is your home base. It shows cards for each feature you have access to. What you see depends on your role.

Click the button on any card to go to that feature.

4. Manage Users

Top Navigation Bar > Manage Users

The Manage Users page lets administrators manage user accounts and assign roles for your organization.

User List

The user list displays a table with the following columns:

• Email
• Full Legal Name
• Title
• Roles
• Status
• Actions — Edit User, Enable/Disable, Reset Password, Delete

How to Invite a New User

1. Click the Invite User button (top right).
2. Enter the new user's email address.
3. Optionally fill in their display name and title.
4. Select the roles they should have.
5. Click Invite User.

The new user will receive an email invitation to set up their account.

How to Edit a User

1. Find the user in the table.
2. Click Edit User in the Actions column.
3. Update their name, title, or roles as needed.
4. Click Save Changes.

Filtering Users

• Search — Type a name, email, role, or ID.
• Status — Filter by All, Active, or Inactive.
• Role — Filter by a specific role.

5. Managing Participants

Dashboard > Manage Participants

This is where you manage the roster of participants (clients) receiving services.

Participant Roster

The participant roster displays a table with the following columns:

• Assign CM (checkbox)
• Name
• Service Type (HCB / SCL / ABI)
• Status
• Case Manager
• Phone
• Actions

Filtering the Roster

• Search — Search by participant name.
• Status — Filter by Active, Inactive, Pending, Discharged, or All.

How to Add a Participant

1. Click the Add participant button (top right).
2. Fill in the form. Fields marked with * are required.

The form includes the following sections:

Identity (required)

• First Name*
• Last Name*
• Date of Birth*
• Middle Name
• Preferred Name
• Sex at Birth
• Gender Identity

Contact

• Primary Phone
• Secondary Phone
• Email

Address

• Address Line 1
• Address Line 2
• City
• State
• Postal Code

Demographics

• Marital Status
• Primary Language

Program

• Service Type (HCB / SCL / ABI)
• Status (Pending / Active / Inactive / Discharged)
• Level of Care (LOC) From – Optional start date for the participant's current Level of Care.
• Level of Care (LOC) To – Optional end date for the participant's current Level of Care.

If you set the participant's status to Inactive, you will also be asked to provide an inactive date and a reason. Reactivating the participant clears these fields automatically.

Clinical

• Diagnosis Summary (up to 5,000 characters)
• Participant Summary (up to 5,000 characters)

Identifiers

• SSN
• MRN
• Harmony Number
• Medicaid Number

Equipment and Supplies

• DME Equipment checklist
• DME Supplier/Notes
• Incontinence supplies

3. Click Save participant to create, or Cancel to discard.

How to Edit a Participant

1. Click Edit next to the participant's name.
2. Update any fields as needed.
3. Save your changes.

How to Assign a Case Manager to Participants

1. Check the Assign CM checkboxes next to one or more participants.
2. A bulk action bar will appear showing how many participants are selected.
3. Click Assign to Case Manager.
4. Select the case manager from the dropdown.
5. Click Assign.

Participant Documents

Each participant has a documents section with the following columns:

Participant Contacts

Each participant record includes a contacts section for managing emergency contacts, guardians, and physicians.

Participant Authorizations

Click Authorizations next to a participant's name to see their authorizations.

Participant Incident Reports

Click Incident Reports next to a participant's name to see their incident reports.

6. Case Managers

Dashboard > Manage Case Managers

Case Manager List

The case manager list displays a table with the following columns:

Filtering Case Managers

• Search — Search by name, email, or external ID.
• Status — Filter by a specific status or view all.

How to Add a Case Manager

1. Click Add case manager.
2. Fill in the following sections:

• User Selection — Link to an existing user account
• Case Manager Name — First Name, Last Name, and an optional Title Suffix (such as RN, MSW, or LSW). The title suffix appears after the case manager's name on signed contact notes and on generated PDFs.
• Employment — Type, Hire Date, End Date, External ID
• Demographics — Date of Birth, Gender, SSN
• Contact — Work Phone, Email
• Address — Full mailing address
• Compensation — Rate Type (Per Case / Hourly / Salary), Rate Amount
• Notes — Any additional notes

3. Click Save Case Manager or Cancel.

How to Manage Credentials

Each case manager has a credentials section. The credentials table includes the following columns:

How to Delete a Case Manager

7. Authorizations

Dashboard > View Authorizations

The authorizations page displays a table with the following columns:

Filtering Authorizations

Use the filter bar at the top of the page to narrow your results:

• Search — Search by keyword across all fields.
• Status — Filter by authorization status.
• Participant — Filter by a specific participant.
• Payer — Filter by a specific payer.

Click Apply to apply your filters, or Reset to clear them.

How to Add an Authorization

1. Click the Add Authorization button.
2. Select the Participant from the dropdown.
3. Enter the Prior Auth #.
4. Select the Payer and Billing Source.
5. Choose the Basis (Amount or Units).
6. Enter the Procedure code.
7. Set the Status.
8. Enter the From and To dates.
9. Enter the Units, Rate, and Amount as applicable.
10. Click Save Authorization.

Voiding and Restoring an Authorization

If an authorization needs to be voided (for example, because it was entered in error), open it and enter a Void Reason. Once saved, the authorization is marked as voided and is excluded from active counts and billing exports.

To restore a previously voided authorization, open it and clear the Void Reason. Saving the empty reason restores the authorization to active status.

Expiring Authorizations Report

The expiring authorizations report lets you see which authorizations are expiring soon. Use the timeframe filter to view authorizations expiring within 7, 14, 30, 60, or 90 days.

8. Scheduled Visits

Dashboard > View Visits (or My Schedule)

The Scheduled Visits page is laid out as a calendar grid. Each day on the grid shows the visits scheduled for that date, color-coded by status. Selecting a day — or a specific visit chip on a day — opens a detail panel on the right that shows everything about the chosen visit and the actions you can take next.

The detail panel displays:

• Participant — Who the visit is for.
• Scheduled date and time — When the visit is or was scheduled.
• Case Manager — Who is assigned to the visit.
• Status — The current visit status (see below).
• Amendment count — If the linked contact note has been amended, the panel shows how many amendments exist.
• Action buttons — The buttons available depend on the visit's status (Add Note, Continue Note, View Note, Edit Visit, Cancel Visit, etc.).

Visit Statuses

A visit's status is determined by its scheduled date, whether it has been cancelled, and the state of its linked contact note.

Actions by Status

The detail panel shows the buttons that apply to the selected visit:

Filtering Visits

• Search — Search across all visit fields.
• Month — Filter by a specific month.
• Status — Filter by visit status.
• Case Manager — Filter by assigned case manager.
• Participant — Filter by participant.

How to Schedule a Visit

1. Click the Schedule Visit button.
2. Select the Participant from the dropdown.
3. Select the Case Manager from the dropdown.
4. Choose the Date and Time.
5. Add any optional Notes.
6. Click Save Visit.

How to Add a Contact Note to a Visit

1. Find the visit in the table (it must have an Incomplete status).
2. Click Add Note in the Actions column.
3. You will be taken to the Contact Note form (see Section 9 for details).
4. Complete the form and save or finalize the note.

How to Continue Editing a Draft Note

1. Find the visit in the table. Visits with draft notes will show a Continue Note action.
2. Click Continue Note to resume editing.
3. Complete the form and save or finalize.

How to View a Completed Note

1. Find the visit in the table (it must have a Complete status).
2. Click View Note in the Actions column.
3. The finalized contact note will open in read-only mode.

9. Contact Notes

Scheduled Visits > Add Note

The contact note is the comprehensive form used to document each visit or interaction with a participant. It is organized into sections A through O.

Your Form Is Configured for Your Agency

Your contact note form is configured for your agency. The sections, headings, and fields described below are the most common set — some of them may look slightly different in your form, and some may not appear at all. Required fields are always marked clearly inside the form itself.

If a section described below isn't visible to you, your agency has it disabled. If you see additional questions that aren't listed here, those are agency-specific fields that have been added to capture information your program needs.

Before You Begin

When you open a new contact note, the participant's summary information is displayed at the top of the form. This includes their name, date of birth, service type, case manager, current Level of Care window (if set on the participant record), and other key details.

The form also includes two special options at the top:

• Unable to access services / reach participant — Check this if the visit could not be completed because the participant was unreachable or unavailable.
• Informational Note — Check this if the note is for informational purposes only (not a billable visit).

Contact Note Sections

Section A: Contact Details (Required)

• Date — The date of the contact or visit.
• Start Time — When the visit began.
• End Time — When the visit ended.
• Contact Method — How the contact was made (e.g., Face to Face, Phone, Video, Other).
• Contact Type — The type of contact (e.g., home visit, office visit, community visit).
• Billable — Whether the visit is billable.
• Medicaid Verification — Medicaid eligibility verification status.
• Meeting Location — Where the meeting took place.

Telehealth consent (when applicable). If your agency captures telehealth consent, two additional fields appear in this section any time the contact method is something other than Face to Face:

• Telehealth consent given (Yes / No) — Confirm whether the participant consented to the telehealth visit.
• Telehealth consent time — The time (HH:MM) the participant gave consent. This field appears only after you select Yes for the consent question.

Both fields must be completed before you can finalize the note. If your contact method is Face to Face, neither field is shown.

Section B: Who Was Present (Required)

Record who was present during the visit, including the participant, case manager, family members, and any other attendees.

Section C: Primary Support Contact

Document the primary support contact information, including their name, relationship to the participant, and contact details.

Section D: Supervision Assessment (Required)

Assess the participant's supervision needs and document the level of support required.

Section E: Participant Observations

A checklist of observations about the participant's appearance, behavior, mood, and overall condition during the visit.

Section F: Environment Observations

A checklist of observations about the participant's living environment, including safety, cleanliness, and accessibility.

Section G: Services, Satisfaction, and Goals

• HCBW Services — Review of home and community-based waiver services the participant is receiving.
• Goods & Services — Review of goods and services provided.
• Satisfaction Rating — Rate the participant's satisfaction on a scale of 1 to 5.
• Goal Progress — Document progress toward care plan goals.

Section H: Health, Safety, and Welfare (Required)

• Health, Safety, and Welfare Checklist — A series of questions about the participant's health and safety.
• ANE Review — Abuse, Neglect, and Exploitation review.
• Follow-up — Any required follow-up actions.
• Falls / Injury / ER Information — Document any falls, injuries, or emergency room visits.
• Medicaid Portal Status — Indicates whether the participant's Medicaid portal record is current. If you mark it as not current, an explanation field appears so you can document why and what is being done to resolve it.

Section I: Transportation

Document the participant's transportation needs and any issues related to transportation access.

Participant's Equipment and Supplies (Read-Only)

This section displays the participant's current equipment and supplies from their profile. It is read-only within the contact note.

Section J: Equipment and Supplies Review

Review the participant's equipment and supplies, documenting any changes, needs, or issues.

Section K: Nutritional Status

Assess and document the participant's nutritional status and any dietary concerns.

Section L: Home Modifications

Document any home modifications that have been made, are needed, or are in progress.

Section M: Visit Summary (Required)

Write a narrative summary of the visit, including key observations, actions taken, and follow-up items. Some agencies require this section to also cover the specific services delivered during the visit; the prompt text in the form will tell you what to include.

Section N: Optional Addendum

Add any additional information or documentation that does not fit in the other sections.

Section O: Participant Acknowledgement

If your agency requires participant acknowledgement, this section appears so you can record that the participant acknowledged the visit and the information discussed. If you don't see this section, your agency does not require it.

Electronic Signature

Before finalizing a contact note, you must check the attestation checkbox confirming that the information in the note is accurate and complete. This serves as your electronic signature.

Saving Options

At the bottom of the contact note form, you have three options:

• Cancel — Discard the note and return to the visit list.
• Save Draft — Save your progress without finalizing. You can return later to continue editing.
• Sign & Finalize — Finalize the note and lock it for editing. The visit status will be updated to Complete.

Who Can Edit a Draft Note

By default, only the case manager assigned to a visit can open and edit its draft contact note. Administrators at your agency can also edit any draft contact note — for example, to help finish a note when the assigned case manager is unavailable. Once a note is finalized, no one can edit it directly; changes after that point go through the amendment process described below.

Supervisor Review

Some agencies require a supervisor to review and approve every contact note before it is considered complete. If your agency uses supervisor review, here is what happens after you click Sign & Finalize:

1. The visit moves to Pending Supervisor Approval. The note is locked at this point — you can view it but not edit it directly.
2. Your supervisor opens the note and either:
   • Clicks Approve. The visit moves to Complete.
   • Clicks Return for Amendment and provides a reason. The visit moves to Needs Amendment.
3. If the note was returned, open it from the visit's detail panel to see the supervisor's reason. Click Create Amendment to make the requested changes and re-finalize.

The current review state — including the supervisor who acted, the timestamp, and the reason if it was returned — is visible on both the visit's detail panel and at the top of the contact note itself.

Amending a Finalized Note

1. Open the finalized note by clicking View Note on the completed visit.
2. Click Create Amendment.
3. Make the necessary changes to the note.
4. Finalize the amended version.

All amendments are tracked and the full history of changes is preserved.

10. Incident Reports

Dashboard > Incident Reports > View Reports

The incident reports page displays a table with the following columns:

Available actions for each incident report include View, Edit, and Delete.

How to Create an Incident Report

1. Click the Create Incident Report button.
2. Select the Participant from the dropdown.
3. Enter the Date of the incident.
4. Select the Agency involved.
5. Enter the Reason for the incident report.
6. Document any required follow-up actions and the corresponding entry in the State Portal field.
7. Attach any relevant Files or documents (PDF, up to 10 MB per file).
8. Click Save to create the report.

11. Expiring Documents

Dashboard > Expiring Documents > View Report

The expiring documents page provides a consolidated view of all credentials and documents that are approaching their expiration date or are already overdue.

Tabs

The page is organized into two tabs:

• Case Managers — View expiring documents for case managers.
• Participants — View expiring documents for participants.

Filters

• Expiring Within — Filter by timeframe (e.g., 7, 14, 30, 60, 90 days).
• Status — Filter by document status.
• Category — Filter by document category.

Table Columns

12. Reports

Dashboard > Reports > View Reports

The reports page is organized into three tabs:

Tab 1: Contact Notes Report

This report provides a detailed view of all contact notes across participants and case managers. Use the filters to narrow your results by date range, case manager, participant, status, and more. The results table shows key information about each note, including the participant, case manager, visit date, status, and whether the note is billable.

Tab 2: Case Manager Caseloads

This report provides a monthly view of each case manager's caseload, including the number of assigned participants, completed visits, and pending visits. Use this report to monitor workload distribution and ensure equitable caseload assignments.

Tab 3: Billable Contact Note Export (837P)

This tab allows you to generate a billing export for billable contact notes. The workflow is as follows:

1. Select the date range and any applicable filters.
2. Click Preview Export to review the data before exporting.
3. Validate the export data for accuracy and completeness.
4. Click Download Excel to download the export file.

13. Form Templates

Dashboard > Form Templates

The form templates feature provides access to downloadable forms and fillable PDF templates used in case management workflows.

Browse Templates (All Users)

All case management users can browse and download available form templates. The template list displays:

• Template Name — The name of the form template.
• Category — The category the template belongs to.
• Description — A brief description of the template's purpose.
• Actions — Download or use the template.

Manage Templates (Administrators)

Administrators have additional capabilities for managing templates:

• Upload — Upload new form templates (PDF format).
• Edit — Update template names, categories, and descriptions.
• Delete — Remove templates that are no longer needed.

14. Common Workflows

Below are step-by-step instructions for common tasks you will perform in the Case Management module.

Workflow 1: Complete End-to-End Visit Documentation

1. Navigate to Dashboard > View Visits (or My Schedule).
2. Click Schedule Visit and fill in the visit details (participant, case manager, date, time).
3. Conduct the visit with the participant.
4. Return to the calendar, select the visit, and click Add Note in the detail panel.
5. Complete all required sections of the contact note form (Sections A, B, D, H, M at minimum). Sections that don't apply to your agency simply won't appear.
6. Review the note for accuracy, then check the attestation checkbox.
7. Click Sign & Finalize. If your agency does not use supervisor review, the visit moves directly to Complete.
8. If your agency uses supervisor review: the visit moves to Pending Supervisor Approval. Your supervisor will either approve it (visit becomes Complete) or return it with a reason (visit becomes Needs Amendment). If returned, open the note, read the supervisor's reason, click Create Amendment, make the requested changes, and re-finalize.

Workflow 2: Track and Renew Expiring Credentials

1. Navigate to Dashboard > Expiring Documents > View Report.
2. Select the Case Managers or Participants tab as appropriate.
3. Set the Expiring Within filter to your desired timeframe (e.g., 30 days).
4. Review the list of expiring or overdue credentials.
5. Click the Action link for a credential to navigate to the case manager or participant profile.
6. Obtain the renewed credential document from the case manager or participant.
7. Update the credential record with the new effective and expiration dates.
8. Upload the renewed document.
9. Verify the credential status is updated and no longer shows as expiring.

Workflow 3: Generate Monthly Billing Export

1. Navigate to Dashboard > Reports > View Reports.
2. Select the Billable Contact Note Export (837P) tab.
3. Set the date range to the billing month you want to export.
4. Click Preview Export to review the billable notes.
5. Validate the data for accuracy, checking participant information, service codes, and amounts.
6. Click Download Excel to download the export file for submission.

15. Quick Reference

Use the table below to quickly find any feature in the Case Management module.