As many of you have heard, Indiana is moving to a new waiver case management model across all waivers (FSW, CIH, TBI and H&W). We understand this is a big change for families, especially if you have a good relationship with your waiver case management agency.
Tendercare is here to help you navigate through this process of selecting a new case management agency. We are working to secure meeting dates with each agency to help families stay informed.
We are sharing information about what we know so far as well as tips to help families identify a waiver case management agency that will provide excellent support.
Case Management Today
Today, you are most likely used to choosing among 16 of the different Area Agencies on Aging (like CICOA) or an independent agency (like Connections Case Management) to receive waiver case management services. And you may have been with the same case manager for a long time or experienced rapid turnover.
New Case Management Model- Beginning August 1st, 2026
Indiana is phasing out of the current case management model and transitioning to only a select number of case management agencies for waiver case management. Five agencies have been selected to provide case management across all waivers (FSW, CIH, TBI and H&W).
The organizations selected are:
Aging & In-Home Services of Northeast Indiana (AIHS)
https://www.agingihs.org
260-745-1200
Note: AIHS WILL provide services statewide
Indiana Professional Management Group (IPMG)
https://gotoipmg.com
866-672-4764
Inspire Case Management
https://www.inspirecm.com
317-652-6928
The Columbus Organization
https://www.columbusorg.com
800-229-5116
Unity of Indiana
http://www.unityofindiana.com
317-888-1481
What Does This Mean for Families?
If your waiver case manager is not currently employed by any of the above agencies, you will need to select one of the five agencies by July 15th, 2026. If you do not select a new case management organization by July 15th, FSSA will auto-assign an agency for you. Please know that if you are auto assigned, you are still able to change case management organizations at any time and for any reason.
If You Want to Keep Your Current Case Manager
We understand you may have a wonderful relationship with your current case manager. Start by inquiring with that person if he/she is planning on moving to one of the five selected agencies to continue case management work. If so, you can follow that case manager to their new company.
Tendercare Resources
We’re always here and happy to talk you through these changes! Please contact Darcy Tower, Director of Advocacy & Community Relations, with questions. You can reach her at (317) 251-0700 ext. 404 or darcy.tower@tchhs.net.
Next Steps
Upcoming- Case Management Toolkit
FSSA is preparing packets for each impacted family across all waivers (FSW, CIH, TBI, H&W). You will receive those packets in the mail throughout the next month.
Upcoming Meet-and-Greet Sessions
FSSA will host meet-and-greet days across Indiana for families to talk with each of the five case management agencies. Once Tendercare receives these dates, we will share with families.
Key Considerations When Choosing a Waiver Case Management Agency
Experience & Specialization: Between now and July 15th, take time to review each case management organization’s website to understand their values. You can even call agencies to schedule a meeting to talk about how that agency will best support you. Ask if the agency has experience with your or your loved one’s specific disabilities, such as intellectual disabilities, physical disabilities or dual diagnoses.
- Local Knowledge: Ensure case managers are familiar with both PA and your specific waiver service and understand how services work together and are implemented.
- Caseload Size: Inquire about how cases are distributed to ensure the case manager is not overwhelmed.
- Communication: How does your specific case manager provide direct contact information? Are you required to call the main office line or do you have the case manager’s direct line? Test how quickly they return calls when you first reach out. If you leave a voicemail or email, how long does it take for a return call? Also, inquire about how they communicate with FSSA if your loved one is waiting on service plan approval. Do they proactively follow up?
- Availability: Ask if you can contact them during nights or weekends. Inquire about the frequency of visits and whether those visits are in-person or virtual.
Example Case Management Interview Questions
- “What sets your company apart from other case management agencies?”
- “What can you do specifically to help me or my loved one?”
- “How do you work with both waiver and PA providers to ensure my services are coordinated?”
- “What is your staff turnover rate for case managers?”
- “How will your agency coordinate with FSSA if my service plan is waiting on approval”?
- “What is your experience working with someone with my specific disability”?
- “How often will my case manager visit in person or virtually”?
- “Does your agency track approvals for both waiver annual assessments, service plans and financial Medicaid eligibility”?
- “What is your company’s transition process if my case manager leaves? How will I be notified? When will I be notified”?
- “If I contact your agency, will I be transferred directly to voicemail or is there a live person I can talk to”?
Waiver Case Management Changes – Frequently Asked Questions
- Why is this change happening?
Indiana is moving to a new case management model to create more consistency across all waivers (FSW, CIH, TBI, H&W). - When do these changes take effect?
The new model begins August 1, 2026.
You will need to select a new case management agency by July 15, 2026. - Do I have to choose a new case management agency?
If your current case manager is not working for one of the five agencies selected, then yes—you will need to choose a new agency. - What happens if I don’t choose an agency?
FSSA will assign one for you.
You can still change agencies later if you prefer a different option. - Can I keep my current case manager?
Possibly. Ask your case manager if they plan to move to one of the five selected agencies.
If they do, you may be able to continue working with them. - How do I choose the right agency?
You can:- Visit agency websites
- Call and ask questions
- Attend meet-and-greet events
- Talk with Tendercare for guidance
- Focus on communication style, experience, and how well they understand your needs
- Will my services change?
Your waiver services themselves are not changing because of this transition.
However, your case manager (the person coordinating services) may change. - What is FSSA sending in the mail?
FSSA will send a packet with more information about:- The new agencies
- How to choose
- What steps to take next
- What are meet-and-greet events?
These are opportunities to meet representatives from each agency, ask questions, and learn more before making a decision. - Can Tendercare help me choose?
Yes! Tendercare is here to help you understand your options and feel confident in your decision. We’re happy to talk through your situation and answer questions. - Can I change agencies later if I’m not happy?
Yes. You can change your case management agency at any time and for any reason.
You don't have to make these big decisions without help and guidance.
We understand how much of an impact these decisions make on your life and wellbeing. We’re happy to help guide you through! Contact Darcy Tower today at (317) 251-0700 ext. 404 or darcy.tower@tchhs.net!
