Case Coordination and Case Conferencing

Case coordination includes communication, information sharing, and collaboration, and occurs regularly with case management and other staff serving the client within and between agencies in the community. Coordination activities may include directly arranging access; reducing barriers to obtaining services; establishing linkages; and other activities recorded in progress notes.

Case Conferencing differs from routine coordination. Case conferencing is a more formal, planned, and structured event separate from regular contacts. The goal of case conferencing is to provide holistic, coordinated, and integrated services across providers, and to reduce duplication. Case conferences are usually interdisciplinary, and include one or multiple internal and external providers and, if possible and appropriate, the client and family members/close supports.

Case conferences can be used to identify or clarify issues regarding a client or collateral's status, needs, and goals; to review activities including progress and barriers towards goals; to map roles and responsibilities; to resolve conflicts or strategize solutions; and to adjust current service plans.

Case conferences may be face-to-face or by phone/videoconference, held at routine intervals or during significant change. Case conferences are documented in the client's record.

Standard Criteria

Supportive and/or Comprehensive Case Management providers routinely coordinate all necessary services along the continuum of care, including institutional and community-based, medical and non-medical, social and support services.
Case conferencing is utilized as a specific mechanism to enhance case coordination.

Time Requirement for Case Conferencing: Comprehensive Case Management

  • Required every 180 days at minimum.
  • Recommended as needed.

Time Requirement for Case Conferencing: Supportive Case Management Not required but recommended as needed.

  1. Coordination activities include frequent contacts with other service providers and case managers and are documented in the progress notes.
  2. Evidence of timely case conferncing with key providers is found in the client's records.
  3. The client's right to privacy and confidentiality in contacts with other providers is maintained.
    • The client's consent to consult with other service providers is obtained. The providers complies with Article 27-F of the Public Health Law regarding confidentiality of HIV-related information.

Best Practices

A case conference form can help document the participants, topics discussed, and follow up needed as a result of a case conference. When distributed immediately to attendees, the form reminds each participant of the roles and activities they’ve agreed to perform. 

Although more difficult to arrange, a face-to-face case conference can clarify issues or resolve conflicts more directly than conferring with parties separately or by phone. Involving clients in face-to-face case conferences with providers encourages participation and recognizes their role in the process.

Additional Resources

Sample case conference form is available on the New York State Department of Health web site under the category “Clinical Guidelines, Standards, and Quality of Care.”