FAQ’s about Case Management

How many adult case managers do you have in your agency (male & female)?

6 Female and 3 Male Case Managers

How many people do case managers have on their caseloads?

By law, caseloads must stay below 35:1.  Summit Support Services feels that a caseload size of 20-25 allows for high-quality services and a good professional relationship with their case manager.

What is your work schedule (days work and hours work)?

Case Managers are generally available Monday through Friday 8a-4p with flexibility for earlier or later meetings with planned notice. Participants are highly encouraged to schedule meetings rather than stop by the office since much of a case manager’s day is spent away from their desks.

What is your emergency (after office hours) protocol?

DS Crisis Services take calls for urgent needs after hours. Contact DS Crisis Services at 1-888-568-1112 and ask to speak to a DS worker.  The operator will take your name and phone number.  A crisis worker will return your call within 15 minutes.  Calls made directly to case managers will go to voicemail and returned during regular business hours. Calls made to program managers will go to voicemail and screened and only urgent calls will be returned outside of regular business hours.

How responsive are you with returning phone calls?

Summit Support Services places great emphasis on the importance of returning telephone calls. Case Managers are expected to return calls within the same business day. Case Managers also have texting and email options on their phones if this is your preferred method of contact. Case Managers may forward their calls to a team member when they take a day off to ensure your calls are answered or returned.

How many people do you serve in my community?   

Summit Support Services was founded in 2017.  We currently provide case management for over 145 adults with Autism and/or Intellectual Disability. We support the majority of folks in Central Maine and along the Mid Coast.

How many people on your caseload attend the Community Support program I attend?

Case Managers at Summit Support Services have provider relationships with lots of community support programs including Families Matter, Creative Work Systems, Work Opportunities Unlimited, Independence Association, Work First, Goodwill, Hope Association, ESM, Care and Comfort, Assistance Plus, and many others.

What is the frequency each month that you meet with folks on your caseload?

This is determined by you at the start of services and every year after that during the person-centered planning process.   Most folks prefer to meet at least once a month.

What would you do if I am dissatisfied with your services?

First, please speak with your case manager or their supervisor about your concerns to find a resolution.  If the agency is unable to satisfy your concerns, you have the right to contact DHHS Licensing, Disability Rights Maine or file a grievance.

What would you do if I am dissatisfied with my case manager?  

We would listen to you express your dissatisfaction and work with you to problem solve the situation until you are happy with the result.  If you requested another case manager; I would support you to identify a new provider and support with the transition.   

What would you do if I decided I didn’t want case management any longer?

Case Managers would review with you the benefits and consequences of that decision and then respect any decision that you make.   

What types of things do you assist people with?

Case Managers will customize the support you need depending on your circumstances.  Case Managers have supported people with accessing resources, goal development, assessing needs, or evaluating satisfaction with services.   

How familiar are you with resources in the community I live?  

The current case managers have extensive knowledge of resources in Kennebec, Somerset, Franklin, Androscoggin, Oxford, and Sagadahoc, Lincoln, Knox, and Waldo counties.

What experience do you have working in conjunction with MH services?

Case Managers are trained in accessing many different kinds of services including Mental Health, physical disabilities, and elder services. However, you may only access one waiver funding at a time. You may need to choose between MH services and ID services. A case manager can help you weigh your options and make the best decision to meet your needs.

How do you assist me in developing future goals?   

Case Managers will support you to develop your goals as part of service planning based on your interests and needs.  Case Managers will meet with you on a regular basis following the planning period to monitor progress on your goals and make changes as needed to adjust your goals.

Do you write Person-Centered Plans (PCP) plans?

Case Managers coordinate and write all person-centered plans.

Are your PCP plans comprehensive and how frequently do you recommend we have them?

Person-Centered plans are comprehensive and will include all paid and unpaid supports.  You and the planning team will determine how often to meet to review the plan, services, and goals.

How do you help monitor my PCP plan?

Case Managers have regular contact with you and your team members to check on your goals and progress.  Visits may be at home, at work, or in community support programs.  

Do you do rep payeeship and how long does it take to change payees?

Summit Support Services will coordinate with pay-for-service rep payee such as The Maine Way or Kennebec Behavioral Health for any rep payee needs. There may be a fee for using pay for service rep payee with these agencies.

What are your practices regarding requests from payee accounts?

This varies depending on the rep payee provider that you choose. Ask this question when interviewing payee programs.

Do you have an 800 number for your office (when living out of town)?

Yes, the toll-free number is 1-866-221-2381.

How do I make a referral for Case Management with Summit Support Services?

Referrals can be made by calling 1-866-221-2381 or by submitting referral information through the website at www.summitsupportservices.me

updated May 19, 2021