The Basics

This standard sets forth the training requirements that are specific to your case managers.  The domains that should be covered by that training, which does not need to be annual, include:

• Your organization's case management P&Ps;
• The QM program;
• The laws and regulations that apply to your CM program (local, state and federal);
• Case Management roles, responsibilities and accountabilities;
• Your scope of practice; 
• Standards of case management practice; 
• Widely accepted knowledge domains of case management; 
• Case manager cultural competence;
• Any special requirements based on the particular consumers or clients your program serves;
• Available resources to help case managers;
• The background on your organization's use of evidence-based care plans;
• Professional conduct;
• Coordination and transitioning of care.

Management Tips

This standard should be read in conjunction with Core 27.  The training can be in-house or provided by outside organizations or other vendors, like CMSA.  Drawing on CMSA's training program, URAC specifies that this training should address "clinical competence, communication skills, problem solving and conflict resolution skills, the ability to effect change, assessment skills, organization skills, time management, customer service skills, and knowledge of how to set case management goals and how to measure outcomes."

If you are going to rely on staff meetings to meet any part(s) of this standard, be sure you record each such meeting's date, detailed training agenda, and attendees (use a sign-in sheet).  Whatever documentation you use, the URAC reviewer will need to be able to connect each of these kinds of trainings to each member of your case management staff.

URAC Accreditation Tips

Each element of this standard is weighted 4.

For the documentary submission on AccreditNet, you should submit both a P&P describing these training requirements and sample training agendas and outlines. 

For the onsite review, be prepared to submit the full training files showing compliance with this standard, not just samples.  In addition, any documentation of CEs received by the case managers should be available.  Finally, the interviews with case managers and the case management supervisor is likely to cover orientation and ongoing training.