Adaptive Case Management

Adaptive Case Management offers client-directed flexible supports with financial assistance for those experiencing homelessness to secure and sustain housing. This approach targets any acuity of individual or families with services adapted to the needs and wishes of the client.

Calgary Homeless Foundation and Adaptive Case Management

Adaptive Case Management (ACM) offers client directed, flexible supports with financial assistance for those experiencing homelessness to secure and sustain housing. ACM targets individuals or families with services adapted to the needs and wishes of the client at any given time in the program (e.g. the client at any given time may require more support during the first three months while they are securing and establishing their new home). The amount of case management received is directed by client choice but also negotiated with and by the service provider. This program does not assume all high risk clients require extensive services, rather all clients have the ability to choose their own level of service to secure and maintain their housing with an unbiased and flexible Case Manager to negotiate this relationship.

This program is designed to meet the needs of the client wherever they are at in the process of achieving housing stability. The intensity of the intervention will increase or decrease accordingly to client need, client wishes and Case Manager capacity.

ACM is also distinguished by the potential to deliver a fee-for service funding model. All financial supports as well as case management hours are tracked for the purpose of funding on a client by client basis and billed to the funder at regular intervals, allowing service-providers to manage case loads based on funding.

 


More information

Definitions

What is Adaptive Case Management (ACM)?
Adaptive Case Management offers client-directed flexible supports with financial assistance for those experiencing homelessness to secure and sustain housing. This approach targets any acuity of individual or families with services adapted to the needs and wishes of the client.

What are Client Costs?
Client costs are issued on a fixed basis (per housed family per month) in the amount of $715.  This fixed amount includes all housing support costs such as rent/utility subsidies, unit maintenance and repair, and an allowance for operational and administrative costs. Agencies are encouraged to maximize this fixed cost rate by minimizing the amount of rent/utility subsidies clients require – where possible –thereby helping clients transition more easily to a state of self-sustainability.

What is Move-In and Set Up? (MISU)
MISU is a one-time fee per family and eligible to be invoiced to CHF up to $1,000. Eligible items include but are not necessarily limited to (please use your best judgment): beds and bedding (linens, blankets, pillows, etc.), toiletries, cookware, dishes, utensils, and phones (landline or cell). Agencies are encouraged to purchase these goods lightly used whenever possible.

What are Damage Deposits? (DD)
DDs are eligible to be invoiced to CHF at the lesser of A. One month’s rent or B. $1,500. It is expected that all damage deposits be collected by the program from the relevant landlords as they are retrievable and that all funds collected under it are ultimately committed to the maintenance and repair of client units.

What is an Additional Cost Request?
Additional Cost Request is designed primarily for one-time costs. For example, additional MISU cost occurs due to family needs such as big family size. Additional Cost Request need to be approved by the System Planner in order to be included in the invoice. Please send your Additional Cost Request form to accountspayable@calgaryhomeless.com and title Additional Cost Request.

FAQ

What does Case Management look like under ACM?
The amount of Case Management provided is directed by client choice and negotiated by the service provider. This program does not assume clients require extensive services, rather, that all clients have the ability to choose their own level of service to secure and maintain their housing with an unbiased and flexible Case Manager to negotiate this relationship. When Case Management is provided the program is expected to adhere to the principles and intentions of the Case Management Standards.It is expected that Case Management needs will be assessed at three-month intervals with the goal of moving clients to self-sustainability while reducing dependence on supports and services.

How can I participate in Adaptive Case Management as an agency?
Agencies must have an Adaptive Case Management Funding Agreement with the Calgary Homeless Foundation (CHF) to be eligible to receive clients under the ACM approach. If you currently do not hold an ACM Funding Agreement and would like to participate in ACM, please contact your System Planner for future opportunity.

Which agencies currently hold an ACM contract with CHF?

  • Aspen Family & Community Network
  • Children’s Cottage Society
  • Closer to Home Community Services
  • Calgary Urban Project Society
  • Discovery House Family Violence Prevention Society

How are clients triaged to ACM?
The triage follows Coordinated Access and Assessment (CAA) Family Placement Committee (FPC) Term of Reference. The ACM program triage priority is primarily focused on chronicity of homelessness.

What must the ACM invoice include?
Each monthly invoice will include details reflecting unique family ID#, fixed rate costs and hourly services provided during the billing month, and Move-In and Setup and Damage Deposit if applicable.

Can I use my own agency’s invoice template?
Yes, you can use your own agency’s invoice template as long as the required items are included.

What costs are eligible for invoicing?
Please refer to CHF’s Eligible Cost Guidelines to see what kinds of costs CHF can consider eligible for staffing, client, and admin costs.

What are considered Case Management Costs?
Case Management is billed hourly at a rate of $40/hour to a maximum amount of $960 or 24 hrs/month/client.

  • Case Management hours can include both direct and indirect hours as long as indirect hours do not exceed direct hours (greater than a 60/40 direct-to-indirect ratio of billable hours is strongly preferred).
  • It is expected that typically, most clients will not require the maximum amount of service and that service hours will decline over time.
  • It is recognized that clients may require additional supports from time to time; agencies are expected to escalate service levels to ensure clients remain housed.

What if the service fee provided by the agency is less than the fixed Client Costs rate?
Agencies will be provided the fixed rate of $715 and are encouraged to maximize this fixed rate.

What if the service fee needed by the agency is more than the maximum service rate included in the Fee Schedule?
Agencies are expected to be creative within the Fee-for-Service funding model. The service rates are calculated based on average housing and client costs across CHF-funded housing programs.  Agencies will need to be mindful about these considerations when taking on future clients.  In some cases, as described earlier, unspent service fees accrued from other clients might be used to offset the higher service fee costs of future clients.

Can I invoice more than one time MISU and DD when I rehouse clients?
No, MISU and DD are one-time fees. Damages and unit repair are calculated in client costs already.

When can I invoice for ACM?
The invoice can only be issued at the end of each month. Agencies may only be paid after a family is housed.

Who should I send the invoice to?
accountspayable@calgaryhomeless.com

Does the agency need to attach any receipts with the invoice?
No, you don’t need to attach any receipts with the monthly invoice. However, all invoice backup/verification documents should be kept for the purpose of spot auditing and program monitoring.

Is accreditation required for the ACM program?
Accreditation is not required for ACM. However, agencies should be able to meet agency accreditation requirements in order to have an ACM Funding Agreement with CHF. ACM Annual Review will serve to replace the program accreditation.

When can agencies receive payment?
Payments to agencies will be made within 30 days of receipt of the agency’s invoice and all program reporting and information has been completed.

How is the program being monitored?
Program is monitored through monthly review of agency invoicing, quarterly program review, and annual program review. ACM Key Performance Indicators will match and be monitored like family housing programs as defined in the Family System Planning Framework.

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