Change & Training | Department of Human Services | Commonwealth of Pennsylvania
Source: https://www.pa.gov/agencies/dhs/resources/ecm/change-training
Archived: 2026-04-23 17:35
Change & Training | Department of Human Services | Commonwealth of Pennsylvania
Enterprise Case Management (ECM)
Change & Training
DHS' Enterprise Case Management (ECM) transition will ensure that the people we serve are supported throughout the entire transition process.
Below are the keys to supporting our stakeholders and facilitating the move to the new platform:
We must first
make it clear
by aligning the goal of the change to DHS' needs. The success of an organizational change management process is directly related to each stakeholder's ability to commit to the objectives.
We will
make it known
by communicating the shared vision and case for change to stakeholders at all levels.
We will
make it real
by sharing how affected groups will be impacted.
We will
make it happen
by equipping impacted stakeholders with the tools and knowledge necessary to access and effectively use the platform.
We will
make it stick
by providing training opportunities and supporting users throughout and after the implementation process.
ECM stakeholders
will be supported during each change phase.
Enterprise Case Management – What does it mean to me?
View the advantages and opportunities of Enterprise Case Management.
What Does ECM Mean To Me?
Group
Advantages and Opportunities
People DHS Serves
Increase the ability to take a more active role in the care and services you receive
Respond quickly to tasks or issues due to enhanced communication options
Receive real time information and access to case
County Human Services Organizations
Promote effective communication among stakeholders at all levels
Experience a more holistic view of those being served
Reinforce the connection DHS and the counties have with the individuals and families being supported as well as their providers
Increased ability to develop service plans and delivery of services for a person or family coordinated across county and state agencies
Provide a shared statewide view of a person/family and all services received
Share information electronically with other county, state and provider organizations
Provide a common view of client information across programs
Improve collaboration and communication with partners
Reduce administrative overhead and duplication of information
Support multi-agency teaming and service delivery
Support for referrals to other human service agencies to address client needs
Improve invoicing and better program and financial controls for accurate payment processing
Access more up-to-date program and provider information
Increase client access and empowerment
Hearings & Appeals
Eliminate the need for physical files, where possible, allowing documentation to live within the ECM system or an integrated content management system for access by authorized users
Comply with CMS regulations by allowing appeals to be submitted online
Provide for management and tracking of appeals for Bureau of Hearing and Appeals (BHA) from submission through final adjudication in one system
Increase efficiency of communication between appellants, program offices, BHA, and the Secretary’s Office to provide an overall improvement in the appeal process
Leverage leading technologies that are easier to maintain and respond to changes in laws, regulations, and program policies
Increase the efficiency of BHA’s record and file retention processby moving to a mostly electronic system, which will reduce the need to manage the large number of paper files.
Reduce the cost and the office space required for maintaining paper files.
Move from a paper-based to a paperless system to bring BHA into the 21st Century.
Providers
Share information with providers, enabling better decision making for improved individual/participant outcomes
Improve Provider Information Management by reducing the burden to become an established provider
Increase the ability to request changes to services faster
Share information electronically with county and state organizations
Provide a common view of client information across programs
Improve collaboration and communication with agencies
Reduce administrative overhead and duplication of information
Receive electronic referrals and service authorizations
Improve invoicing and payment processing
Improve program and financial controls for accurate payments
Offer services at the county and state levels
Integrate partner staff within the service delivery process
Expand service offerings to county and state agencies
Services/Support Coordinators
Monitor capabilities for individual health, safety, and service delivery
Administrative Entities
Gain a holistic view of supports/services for all waivers/programs across the enterprise in the coordination of care of the participant
Allow the ability to quickly respond to tasks or issues because of enhanced communication options
Enterprise Case Management (ECM)
Change & Training
DHS' Enterprise Case Management (ECM) transition will ensure that the people we serve are supported throughout the entire transition process.
Below are the keys to supporting our stakeholders and facilitating the move to the new platform:
We must first
make it clear
by aligning the goal of the change to DHS' needs. The success of an organizational change management process is directly related to each stakeholder's ability to commit to the objectives.
We will
make it known
by communicating the shared vision and case for change to stakeholders at all levels.
We will
make it real
by sharing how affected groups will be impacted.
We will
make it happen
by equipping impacted stakeholders with the tools and knowledge necessary to access and effectively use the platform.
We will
make it stick
by providing training opportunities and supporting users throughout and after the implementation process.
ECM stakeholders
will be supported during each change phase.
Enterprise Case Management – What does it mean to me?
View the advantages and opportunities of Enterprise Case Management.
What Does ECM Mean To Me?
Group
Advantages and Opportunities
People DHS Serves
Increase the ability to take a more active role in the care and services you receive
Respond quickly to tasks or issues due to enhanced communication options
Receive real time information and access to case
County Human Services Organizations
Promote effective communication among stakeholders at all levels
Experience a more holistic view of those being served
Reinforce the connection DHS and the counties have with the individuals and families being supported as well as their providers
Increased ability to develop service plans and delivery of services for a person or family coordinated across county and state agencies
Provide a shared statewide view of a person/family and all services received
Share information electronically with other county, state and provider organizations
Provide a common view of client information across programs
Improve collaboration and communication with partners
Reduce administrative overhead and duplication of information
Support multi-agency teaming and service delivery
Support for referrals to other human service agencies to address client needs
Improve invoicing and better program and financial controls for accurate payment processing
Access more up-to-date program and provider information
Increase client access and empowerment
Hearings & Appeals
Eliminate the need for physical files, where possible, allowing documentation to live within the ECM system or an integrated content management system for access by authorized users
Comply with CMS regulations by allowing appeals to be submitted online
Provide for management and tracking of appeals for Bureau of Hearing and Appeals (BHA) from submission through final adjudication in one system
Increase efficiency of communication between appellants, program offices, BHA, and the Secretary’s Office to provide an overall improvement in the appeal process
Leverage leading technologies that are easier to maintain and respond to changes in laws, regulations, and program policies
Increase the efficiency of BHA’s record and file retention processby moving to a mostly electronic system, which will reduce the need to manage the large number of paper files.
Reduce the cost and the office space required for maintaining paper files.
Move from a paper-based to a paperless system to bring BHA into the 21st Century.
Providers
Share information with providers, enabling better decision making for improved individual/participant outcomes
Improve Provider Information Management by reducing the burden to become an established provider
Increase the ability to request changes to services faster
Share information electronically with county and state organizations
Provide a common view of client information across programs
Improve collaboration and communication with agencies
Reduce administrative overhead and duplication of information
Receive electronic referrals and service authorizations
Improve invoicing and payment processing
Improve program and financial controls for accurate payments
Offer services at the county and state levels
Integrate partner staff within the service delivery process
Expand service offerings to county and state agencies
Services/Support Coordinators
Monitor capabilities for individual health, safety, and service delivery
Administrative Entities
Gain a holistic view of supports/services for all waivers/programs across the enterprise in the coordination of care of the participant
Allow the ability to quickly respond to tasks or issues because of enhanced communication options