Case Management

Your case manager works with you to understand your goals and support needs. Your case manager can:

• Help develop and update your person-centered service plan 
• Explain waiver services and other Medicaid options 
• Help you find providers and community resources 
• Monitor whether your person-centered service plan is meeting your needs 
• Help address problems with services or providers 
• Explain notices you receive from Iowa HHS or your managed care plan and help you identify the right person to contact 
• Help plan for changes in your health, living situation, caregivers, or services  

Your case manager helps coordinate the process but does not make waiver eligibility or service authorization decisions.

Iowa HHS made three main changes:

• Greater individual attention from case managers: Case managers work with an average of 45 members and no more than 50. 
• More in-person contact: Most members meet face-to-face with their case manager at least once every three months. Members on the Intellectual Disability Waiver meet face-to-face with their case manager at least once every two months. 
• Improved training: New case managers complete a case manager certification within six months of being hired. Case managers also complete refresher training each year. 

These changes are intended to give case managers more time with members and improve the quality of case management.

Your case manager must meet with you face-to-face at least once every three months and check in with you by phone at least monthly.

If you are enrolled in the Intellectual Disability Waiver, your case manager must meet with you face-to-face at least once every two months. You may also contact your case manager between scheduled visits if your needs or circumstances change. 

If you have tried and still cannot get help from your case manager, contact:

• Your case manager’s supervisor or case management agency 
• Your managed care organization, if you are enrolled in managed care 
• Iowa Medicaid Member Services, if you need help identifying the correct contact information

Your case manager can help you:

• Understand which HOME changes apply to you 
• Understand new or changing waiver services (e.g., Peer Mentoring and Community Transition Services)
• Prepare for moving to the Children and Youth or Adults with Disabilities Waivers in the future 

Before and during the future transition to new waivers, members can expect case managers to explain the process and help members track important dates, gather information, coordinate service planning, and find providers. They do not make waiver eligibility decisions. 

No. You will not receive a new case manager just because the new waivers launch.

Your case manager could still change for other reasons, such as a change in your managed care organization, case management agency, location, or assigned staff. 

Iowa HHS will provide information before the future waiver transition if they expect any case management changes.

Face-to-Face Case Management Document  (132.12 KB) .pdf

• Timeframe for Required Medical Documentation Submission for Level of Care (LOC) Determinations (4.20.2026)

Effective July 1, 2026, CareStar, Inc. will assume operational responsibility for the Iowa Medicaid CSA contract, succeeding Telligen, Inc., whose current contract expires June 30, 2026.

HHS, Telligen, and CareStar are actively coordinating knowledge transfer activities to support continuity of operations and minimize disruption to members, providers, case managers, and MCO partners.

Please note the following key transition dates:

• Effective June 1, 2026, CareStar will begin scheduling assessments due on or after July 1, 2026.

• Effective July 1, 2026, CareStar will assume all operational duties for the Iowa CSA contract.

CareStar Iowa contact information:

Phone: 1-833-939-6121

Email:  [email protected]

• PUBLIC NOTICE: 1915(c) Home and Community Based Services (HCBS) AIDS/HIV, Brain Injury (BI), Children’s Mental Health (CMH), Elderly, Health and Disability (HD), Intellectual Disabilities (ID), and Physical Disability (PD) Waivers  (9.23.2026)