The Colorado Department of Health Care Policy & Financing told stakeholders it has implemented a Salesforce escalation web form to centralize transition‑related problems — including skilled nursing facility interference, eligibility delays and case management issues — and asked providers to use the form instead of emailing individual staff.

“Submit 1 ticket per incident or issue so that makes it easier to track,” Susie Bockler, an in‑reach counselor in the Office of Community Living, told attendees when she demonstrated the new web form. The department said one of the goals of the centralized approach is to get multiple subject‑matter experts involved, make assignment to the appropriate team easier and allow the department to produce reports that identify training needs or recurring problems.

How it works: Bockler said the ticket’s timeline begins on the day the form is submitted (unless outside department office hours), holidays do not count, and the department’s staff will assign priority and route the ticket to the appropriate unit. Stakeholders were advised to try usual local channels (county or agency contacts) first and use the escalation form when those routes do not resolve the issue within the allowable time frames.

Scope: The department said the form is intended for several categories of escalation, including eligibility and functional eligibility problems, SNF interference with transitions, guardian/POA disputes that impede transition, and other issues requiring cross‑team coordination. Nora and other staff noted the form also allows movement of tickets between county teams, case management teams and the department’s housing and transitions teams.

Stakeholder support and training: Presenters said the web form is a living process and that the department will create user guidance and examples for community partners who find the Salesforce form difficult to navigate. Attendees asked whether options counselors should use the form; department staff said yes and encouraged options counselors and TCAs to use the web form for issues they would previously have emailed to individual staff.

Volunteer request and next steps: The department invited local contact agencies conducting group in‑reach to volunteer for a DOJ monitor observation in late January. Attendees were also reminded that the department will continue to accept questions during a standing stakeholder meeting scheduled for Feb. 6.

Why it matters: Stakeholders said they sometimes lacked a single place to escalate cross‑team problems; the department said the new web form aims to reduce delays by ensuring multiple staff can see and act on tickets and by allowing the department to identify patterns for training and process fixes.