Programs that develop plans for the evaluation,
treatment and/or care of individuals who, because of age, illness, disability or other
difficulties, need assistance in planning and arranging for services; which assess the
individual's needs; coordinate the delivery of needed services; ensure that services are obtained in
accordance with the case plan; and follow up and monitor progress to ensure that services are having a
beneficial impact on the individual. Case management is a collaborative process characterized by communication,
advocacy and resource management to promote high quality, cost-effective interventions and outcomes.