Case Management Basics: Collateral Contacts

 

Collateral contacts are key component to monitoring services. Collateral contact is basically contact that does not directly involve the client. However, these contacts include people or providers that are involved in the client's care. Although face to face contact is one of most important ways to monitor services, collateral contact can also be effective in monitoring the overall satisfaction with services.

Collateral contact is also necessary to coordinate services.  This often involves contact with providers to complete referrals and applications for services. Collateral contact may also be needed to obtain important documentation such psychological reports, physicals, and other reports needed to determine eligibility for services.

Collateral contact often involves phone calls, meetings, and other communication with people providing care. These contacts are typically required at least once a month in order to bill for services. These contacts may include:

Family

Legal Guardians/Authorized Representatives

Doctors

Therapists

Teachers

Direct Care Staff

Residential/Day Support Staff

Vocational Staff/Supervisor at work

Department of Social Services

Public and Private Organizations

Collateral contact is critical in monitoring services. In some cases, collateral contact can provide more accurate information than direct client contact. Providers and other individuals can provide documentation, evaluations, reports, and other information necessary to coordinate services.