Incorporating service facilitation into a service broker model is a really really bad idea! Firstly, fiscal agents have had a terrible time performing the fiscal duties they have now. When there was a change and we had to provide forms, guidance was not clear and every agent I spoke with gave me conflicting answers. I had to go to our Service Facilitator who got the correct guidance for us from DMAS. The fiscal agent has made mistakes with our attendant hours and insisted they were correct when they weren’t and it took a lot to get them to fix the issue. Every time I have called, I get a different person who may or may not have the skill set or knowledge to address the issue. How are they going to know how to write a Plan of Care? How are they going to properly assess my son’s care needs with just 4 visits (2 virtual/2 in person) per year? Are they even in Virginia and do they have knowledge of the Virginia waiver system? Isn’t that a conflict of interest to have them manage the service facilitation in addition to the fiscal agent duties or with the insurance/mcos? Who is overseeing them? If broker services are affiliated with insurances companies they are not likely to be evaluating care based on the needs of the person but rather what is profitable for them putting our loved ones at risk.
Our service facilitator has been an integral and the most consistent part of our care team. They make in home visits 10-12 times a year which helps us stay connected, navigate complex requirements and maintain the necessary supports so my son can live successfully in his community which is important to him. They have gotten to know my son and his needs….he is not just a case/ID number to them. They are part of our community and that has been invaluable is getting services and resources to help with my son’s care.
Removing service facilitation will jeopardize the continuity of services and takes away consumer choice and puts Virginians with disabilities at risk. I respectfully urge you to please keep service facilitation!