What is Disaster Case Management?

Disaster Case Management (DCM) is an agreement between you (the client), your case manager (and the agency they work for), and your local Long Term Recovery Group. Case managers walk the path of recovery with you until you have come as close as possible to where you were the day before the disaster. This includes an in depth needs and asset assessment, working closely with you to set goals for a recovery plan, helping you navigate recovery resources for rebuilding, housing, employment and other needs. Disaster Case managers can advocate for you with organizations like FEMA, as well as insurance companies to help you access your full benefits. They will also help you access and connect to partner agencies and community resources. The following information outlines what you can expect from agreeing to DCM and what will be expected from you.

What is a Long Term Recovery Group?

A Long Term Recovery (LTR) Group is a collaboration of community organizations across the county working together to provide services for recovery from the 2017 Wildfire Disaster. This helps our agencies to provide the most resources to the most people. The Disaster Case Management Committee is a subcommittee to the LTR Group made up of organizations providing Disaster Case Management. You have been identified as someone who is eligible to receive Disaster Case Management.

What is the Process for Disaster Case Management?

Informed consent- We ask you to sign the DCM Contract that shows that you read this document AND reviewed it with your case manager. Then you will sign a document online that shows you know the reasons why your case might be closed. When this is complete your case is officially open.

Needs Assessment-Once your case is open you will sit down or talk on the phone to your case manager 2-3 times to complete a thorough assessment that will help you understand the scope of your recovery needs and use that information to set goals and create a plan.

Recovery Plan- As you complete the assessment you and your case manager will start to identify the areas where you need assistance to meet your recovery goals. You will work together to break down the larger goals into smaller achievable steps and also know if you or your case manager will complete them. Some of them you might do together, like calling your insurance company to review your plan and make sure you are receiving your maximum benefit.

Client Assistance- Our focus is to stabilize you now and keep you and your family stable until your recovery is complete. This includes accessing community recovery resources throughout our network, application assistance and financial assistance through LTR GROUP and its partners. We have access to other partners to support this work through LTR GROUP Committees such as Housing, Physical-Emotional-Spiritual Needs, Volunteers, and Donations. Referrals may be made to partner agencies within the LTR Group to access additional resources.

Construction Committee- if you are rebuilding and need assistance through the LTR GROUP our DCMs will help you navigate the rebuilding process from permits to contractors, and we have Construction analysts who can help figure out the most cost effective paths available to you to help you make some hard decisions. The DCM and analysts will work with the Construction Committee to help you rebuild as quickly and as close to the house you had before the fire as possible. It is important to understand how a volunteer rebuild works and to be willing to work within those parameters.

Unmet Needs Committee- Once you have worked through your recovery plan and met your goals and we have connected you with all possible resources in the community we will have an idea of what larger needs remain in order for you to reach recovery. Your DCM will create a case presentation, without your name or identifying information, and bring it to the Unmet Needs Committee to ask for funding to help you complete your plan. The Unmet Needs Committee is made up of representatives from funding agencies throughout the community who will work together to meet your final need. The only way to access this committee is through the DCM Process.

Case Closing- Cases are closed when the recovery plan goals are met or for the following other reasons:

  • Based on the rights and responsibilities of the client and the case manager cases are closed when the recovery plan goals are met or for the following other reasons:

  • Client has met goals set in recovery process or only needed short term referral support and case management is no longer needed.

  • Client no longer desires services

  • Client moved out of services area

  • Client no longer meets eligibility

    • Client has been unable to meet set progress goals agreed upon in recovery plan

    • Client exceeds organizational resources

    • Client provided false information

    • Case manager has been unable to contact client after at least three attempts

    • Client refused to comply with the program

  • Other clearly identified reason

When your case is closing you will be notified, have the opportunity to meet with your case manager, and to complete a survey on your experience receiving Disaster Case Management.

B. What are my rights as a client?

  • You have a right to receive equitable treatment that is provided with respect, dignity and courtesy regardless of age, disability, cultural and linguistic background, gender, sexual orientations, socio-economic status and expressed religious or spiritual beliefs.  You have the right to privacy and confidentiality protected within the limits imposed by the law and the agreed upon scope of services.

  • You will be provided sufficient information to make an informed choice about using the agency’s services in a way that is non-coercive and protects your right to self-determination. You will participate in decisions regarding services provided and you can refuse any service unless mandated by law or court order. Refusing to participate in certain services may prevent additional services and could lead to discharge from the program or denial of other services.

  • You will receive competent professional services in a language you understand with clear verbal and written communication, that accommodates your visual, auditory, and motor abilities.

  • You signed a Release of Information form that allows your contact information and need to be shared with LTR Group partner agencies as a referral in order to enable full use of available resources and facilitate your recovery process.

  • Your information will be treated with confidentiality and you will be informed when information about you or the services you are receiving will be shared with others (Exceptions include a medical emergency, suspected child or elder abuse, danger to the client or another person, case record reviews, and audits by funding sources and certain legal actions). Limited data may be shared with funders, but it will not include information that would make you personally identifiable, to report on funds given and help access additional funds to continue our services to the community.  

  • You can file a complaint or grievance without fear of interference, intimidation, discrimination, or retaliation and informed of the right to file a complaint with an appropriate public agency or regulatory body. A grievance policy and form is available on request.

C. What are my responsibilities?

  • You are responsible to provide honest, correct, and accurate information.

  • You are responsible to cooperate with case manager and partner agencies who are coordinating your recovery

  • You agree to meet your Disaster Case Manager at regularly scheduled intervals and make consistent progress on the agreed upon recovery plan, completing tasks that are assigned to you.  You will give at least a 24-hour notice if you must cancel an appointment, 

  • You need to update us when any changes happen, which includes changes in your income, insurance coverage, address, and telephone number, and any other information related to the service you are receiving. 

  • You will treat staff, other clients, and agency property with respect, and will work cooperatively with all agency staff.

  • It is important that you are willing to explore all options and available resources that will help you and/or your family complete your recovery plan.

D. What are the DCM Responsibilities?

  • To provide services that respect the dignity and autonomy of the client in a way that is culturally appropriate.

  • To communicate information clearly to clients through their preferred method.

  • To provide client-centered care that takes into account the full circumstances of a family’s situation.

  • To work with the client to help them set goals for their recovery.

  • To coach, advocate for and support the client towards meeting those goals.

  • To meet documentation standards for case management for LTR GROUP.

  • To protect the privacy and data of every client in accordance with Release of Information and Data Sharing agreements.

E. What if I am unhappy with services?

  • We hope you will work on grievances directly with related staff first, but you will have access to the grievance process if they are not resolved to your satisfaction and your DCM’s or other related staff.