SERVICE BROKER ISSUE:

My initial reaction to the Service Facilitation (SF) to Service Broker change is mixed.  I cannot find anything that explains exactly what a Service Broker does that is different than a Service Facilitator or how this change will be implemented.

If existing SF agencies will become sub-contractors of CDCN (or PPL) adding another layer to the process – I say no.  It’s difficult enough to work with the SF agency on re-authorizations, don’t add CDCN into that process with them.

If CDCN will hire its own SB employees and the SF agency goes away, I still have mixed feelings but am more inclined to say yes.  Concerned that CDCN cannot staff and train new employees by the implementation dates, concerned that staffing challenges will be just as bad as at the existing SF agencies; concerned that CDCN will be as non-responsive and difficult to deal with on SB issues as they are on payroll issues.  However, my experience with my current service facilitator has been so bad that I might be willing to roll the dice with CDCN as long as I don’t also have to deal with a SF agency.  I do like the change to quarterly visits instead of monthly visits.

I have often felt that Service Facilitation/Broker should be eliminated period.  I have never fully understood the purpose and it has been more of a problem than helpful.  My experience with a large agency over the last 10 years has been dreadful – revolving door of service facilitators, none making any attempt to get to know my child; mandated monthly meetings followed by numerous no shows at those meetings.  Failure to submit re-authorization documentation on-time or accurately the last few years  resulted in termination of services for months after the re-authorization date until errors resolved.  No help with problems or issues, always passing the buck to any other agency. 

Will moving this work to CDCN/PPL eliminate those problems?  I’m not so sure.  I’ve been with both FEAs and neither are responsive and provide lousy customer services.  Currently with CDCN and multiple issues have never been answered.  I was given incorrect information by 3 different customer service agents to try to resolve a recent payroll issue.  They too pass the buck and won’t help resolve issues.  Don’t have much faith that CDCN will be able to hire and educate service brokers before implementation early next year.  Also, not sure they will be impartial since they will in effect become an agent of DMAS and there will no longer be choice in selecting a SF provider – although in reality the current SF choices are sub-optimal. 

Would appreciate more details on how exactly this model will work.  However it goes, DMAS needs to make sure the providers are providing a quality service that works, not just a bureaucratic nightmare