Webinar Notes: Person Centered Case Management

Person Centered Case Management


Overview (00:17)

  • Person-based case management and using technology to address client needs


Resource Speakers (00:57; 03:27)

  • George Casey

    • RSM Principal, Technology and Management Consulting
    • Leads RSM West Region Public sector CRM practice
    • Advises clients on strategic and technology issues for CRM solutions
    • Published professional and trade journals, and frequent seminar speaker
    • Microsoft certified trainer
    • Written manuals for Microsoft and business analytics
  • Steven Gill

    • Veteran Services Administrator, Washington State Department of Veteran Affairs (WDVA)
    • Recipient of the Washington Governor's Award for customer service
    • US Army veteran
    • Private work experience in the tech industry


Person Centered Case Management Overview (03:57)

  • Health and Human Services Case Management Accelerator

    • An award-winning system developed by RSM
    • Designed to help improve people's lives
    • Provides a person-centered case management that supports a multi-agency, multi-process, or multi-program approach
  • Focus on a particular case at a Veteran's Agency

    • Recognizes the need for customization per person that makes the system more efficient in identifying ways to serve for various needs


Data Flow (06:34)

  • Common Data Storage Across Agencies
  • Vocational Rehabilitation

    • Interview
    • Employment Goal
    • Services for Employment
    • Post-employment survey
  • Developmental disabilities

    • Intake
    • Discovery
    • Collaboration with circle of support
    • Outcome planning
    • Service authorization
    • Outcome review
  • Mental health/addiction

    • Incident report
    • Treatment facility report
    • Activity monitoring
    • Case notes
    • Follow-up planning
  • Instead of treating these processes, systems, databases, forms, etc separately, encapsulate the experience so it serves the client.
  • 360-Degree Case Management Process

    • Discovery

      • Needs
      • Services that they’re looking for
      • Matching with services and funding
    • Identifying Outcomes
    • Connecting with Service Providers
    • Feedback


Microsoft Dynamics 365 Extensible Platform (09:14)

  • Components

    • Office 365

      • Cloud based productivity solutions
    • Analytics

      • Power BI
      • Cortana Intelligence

        • Predictive analytics
        • Identification of risk area
        • Azure IoT
      • Dynamics 365
      • CRM

        • Sales
        • Field Service
        • Marketing (TBD)
        • Customer Service
        • Project Service Automation
        • Operations

          • Enterprise Resource Planning
          • Financials
    • Third Party Business Applications
  • Dynamics 365 advantage
  • E-Veterans Case Management System

    • Purpose Built

      • Start with what you need
      • Common platform with flexibility and capability to grow at your own pace
    • Productive

      • Seamless integration with familiar tools in your business

        • Outlook
        • Excel
        • Word
    • Intelligent

      • Built-in intelligence

        • Automated and consistent
        • Less prone to errors
    • Adaptable

      • Grow, evolve and transform
      • Flexibility and adaptability to changes
      • Office 365 at its core
      • Use of Power Apps and 3rd party apps for individual tasks
      • Common navigation


System Preview (17:35)

  • Client View

    • Front page summary

      • Organized view by the need
      • Understand what is important to the client’s life
      • In a chronological timeline
    • Collaboration pane

      • Shows when it was last updated
      • Follow up on deadlines, calls, through task management
      • Supports productivity
  • Case View

    • Cases are the entity tracked
    • Adaptability and customizability of the fields and attributes
    • Drill to detail
    • MITA and HIPAA compliant
  • Dashboard

    • Customizable based on user needs
    • Can show reports, tasks, quick status indicators
    • Updates snapshot
    • Interactions and collaboration
    • Everything can be drilled into without leaving the dashboard


An Award-Winning Solution (23:48)

  • Recognized by Microsoft for the Microsoft Dynamics Public Sector Industry Customer Excellence Award.
  • Winners were chosen based on the ability to provide amazing experience through the use of Microsoft Dynamics Solution.
  • Serving clients, serving people, serving a mission.


Case Study: With Steven Gill of Washington State Department of Veteran Affairs (WDVA) (24:50)

  • WDVA Operations Overview (25:53)

    • 20 Different programs including:

      • Veterans Community
      • Transition from the military and reintegrating with the civilian world
      • Employment
      • Housing
      • Higher Education
      • Justice-involved case management
      • Behavioral health
      • Veterans cemeteries
    • Only 50 employees in the division
  • The Challenge (26:54)

    • Limited manpower working on the programs
    • Allocation of resources
    • Need for solution that can adapt to the different requirements of the various programs

      • Hodgepodge collection of spreadsheets
      • Data integrity
      • Case management plans
      • Need for internal transparency on updates between the team
      • Need effective collaboration between team members
  • The Project (30:14)

    • Planning

      • Mapping of

        • Business processes
        • Tasks
        • Data entity models
        • Workflow
      • Discovering

        • Similarities
        • Differences
      • Developing requirements for the system
      • Soliciting feedback from the team members/system users
    • Budgeting

      • Requested budget to do the study for mapping, discovery and understanding the needs
      • Justifications:

        • 570,000 Veterans in WA to serve
        • Constituent pressure to maximize technology towards efficiency
        • Better outcomes through collaborative systems
        • System can minimize the need to bulk up team significantly
        • Saves money that can be used for more Veterans programs
  • The Solution (37:56)

    • Timeline

      • Started November 2016
      • Implemented June 2017
    • Range of services provided

      • Need for a product that’s flexible
      • A product that’s productive to support their lean team
      • Half of the programs were funded by other agencies

        • Need for flexibility for these agencies
        • Collect data, metrics and report outcomes to these agencies
      • Transparency to data
      • Predictive data and analytics
  • The Future (42:52)

    • Functionality to collaborate with partners

      • County governments in Washington State
      • Non-profit agencies
      • Federal agencies
      • Providers



Health and Human Services Case Management Accelerator for Microsoft Dynamics CRM


For questions and inquiries, contact:







Can you talk a little bit more in detail about the process that you went through to capture those requirements and the process? (46:18)

Steve: We bring in a specialist in business process mapping. Not about changing the map, just capturing it. Because they were small teams, there were pieces of information being collected separately. We looked at process improvement and improving the workflows minimally. Then started documenting the requirements for the workflow and the data needed for each veteran individuals. Translated this into a list of detailed requirements (over 400 requirements). Some work changed between the mapping and implementation, so they had to revisit the organizational structure, processes, and workflows shortly before final roll out. Implementation then followed. Gathered feedback for benefits, improvements, recommendation, etc.

George: A centralized team with shared goals and culture for the project to roll out helps.



How did you address the issue of limiting access to some information that contains sensitive data? (54:18)

Steve: Critically important. Confidentiality was protected. Team members don't need to see everything about the veterans we're serving. We did map which groups of employees need to see which information, and where access is limited between programs and services. Consulted with other agencies, organizations on human services for best practices.

George: Defined role level and record level security created a fine matrix of access and privilege.



Will the Washington State be able to change the software as they added additional and modify existing programs and services? Do you need to go back to RSM or Microsoft to make those changes? (56:57)

Steve: Our products and services evolve. We don't have expertise yet so we will depend on RSM to handle changes but we have a systems administrator that can handle some of the lighter tasks of systems administration, configuration, user account onboarding. As we progress, we will build expertise internally to help us do that.



"The key themes we think about really is that deep integration because we've got that common Microsoft layer, the Power BI and Cortana and Intelligence really exposing the advanced analytics component of these tools. Turning that data into information and insights, from a process or an agency standpoint. And the ability to adapt and innovate with these other layers like Power Apps, Azure, the Microsoft App stores where I can bring in additional features and functions as necessary." – George Casey


"One of the key themes we've talked about… adaptable and tailored, this is all drag and drop, organized by the use case, or by the need. So depending on who the user is and how they are accessing this information, this form and this view is tailored to that user." – George Casey


"We knew that there's a lot that we didn't know about our own business. We knew we had subject matter experts, we had case managers, we had first line supervisors, they all knew their business really well. They knew how to be case managers, they knew how to take care of the veterans and the families they were working with. So we started with them. We brought in a business analyst to essentially capture everything we were doing, to map our universe or enterprise, if you will. That analyst went across all 20 different programs and services and essentially mapped everything they were doing, map all over their business processes, and also their data entity models, or what data they are using in order to complete those business processes." – Steven Gill


"In the past, a lot of times, businesses were leading with software and technology, 20 to 30 years ago that people don't necessarily have in their daily lives. Now it's the other way around. People expect this, they expect to be able to interact with someone on a mobile device. And when I can't, when I'm handed a piece of paper or a form to fill-out, you wrinkle your forehead and question, "Is this the most efficient?". And so I do think that there's more and more constituent pressure to say we need to take advantage of technology to do things more effectively and better support this kind of a mission." – George Casey


Additional Resources
3 years ago
Implementing Person-Centered Case Management Projects: An Interview with George Casey
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3 years ago
Getting Beyond Numbers: The Importance of “Person-Centered” Case Management. An Interview with Steven Gill
Whether you are managing a jail, probation clients or providing agency services, looking at the "who […]