Transforming Care Coordination: Our Collaborative Approach with a Massachusetts ACO
Advocates for Human Potential, Inc. (AHP) partnered with a Massachusetts accountable care organization (ACO) to conduct two projects focused on improving care coordination. This led to the development of a comprehensive workforce development strategy.
For over 35 years, Advocates for Human Potential, Inc. (AHP) has been improving health and human services systems of care and business operations to help organizations and individuals reach their full potential. AHP has extensive experience in workforce development for behavioral health entities.
CHALLENGE
The ACO aimed to enhance care coordination for patients with a high level of need and risk by redefining key roles for unlicensed paraprofessionals, including pediatric care facilitator (PCF), behavioral health care facilitator, and population management coordinator. Standardizing competencies and training for these roles was crucial.
SOLUTION
We began by seeking a profound understanding of current practices and staff concerns through interviews and observational shadowing. We then conducted an environmental scan of similar roles in healthcare organizations and a gap analysis (to determine how the actual roles differed from the ideal) to identify areas for improvement. Finally, we devised a training plan to enhance staff skills and performance.
RESULTS
Our efforts resulted in a comprehensive workforce development strategy encompassing recruitment, retention, career advancement, and professional status enhancement for paraprofessional staff. The ACO also implemented training and assessment plans with performance measures, leading to improved care coordination outcomes.
The ACO was so happy with the results, they engaged us to further standardize the PCF role and redesign care coordination procedures. For this follow-on, AHP drew on industry best practices and was able to leverage the practice-based expertise we acquired during the initial engagement. Our efforts included training staff in essential competencies and crafting a suite of training tools tailored for ACO use. Additionally, we offered implementation support and coaching to ensure the successful establishment and long-term sustainability of the new work practices.
“I was happy to share some of my story with somebody that listened and is here to help make a difference for us and our patients.”
—Care facilitator, ACO
About Us
Advocates for Human Potential, Inc. (AHP) creates powerful solutions to improve health and human services systems. By partnering with the federal government, states, municipalities, healthcare systems, and nonprofits, we help people experiencing the greatest disadvantages lead full and productive lives. We are national leaders in training and technical assistance, research and evaluation, publishing, and dedicated consulting. On issues from workforce development to mental health, substance use disorders to housing and homelessness, we help our clients enhance behavioral health care through systems change. AHP was founded nearly 40 years ago to develop solutions for some of the biggest social infrastructure challenges across the nation. Our company has offices in metro Boston, Chicago, and Los Angeles. Find out more at www.ahpnet.com.
For press inquiries, please contact newsroom@ahpnet.com.