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NATIONAL ACADEMY OF CERTIFIED CARE MANAGERS

This handbook contains necessary information about the Care Management Certification Examination. It is essential

you keep it readily available for reference until you are notified of your performance on the examination.

You are responsible for knowing the handbook's contents.

All correspondence and requests for information concerning the Care Management Certification Examination should be directed to:

NATIONAL ACADEMY OF CERTIFIED CARE MANAGERS

P.O. Box 170 244 Upton Road

Colchester, CT 06415-0170 Phone: 800 - 962 - 2260

Fax: 860 - 537 - 8288 naccm@snet.net www.NACCM.net

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SECTION I: INTRODUCTION National Academy of Certified Care Managers ................................................... …. 3 Benefits of Certification ....................................................................................... …. 4 The Development of the Certification Examination ........................................... …. 5 The Testing Agency .............................................................................................. …. 6 SECTION II: ELIGIBILITY CRITERIA Eligibility Criteria ................................................................................................. …. 7 Equal Opportunity ............................................................................................... …. 9 SECTION III: APPLICATION PROCEDURES Application Information ...................................................................................... …. 10 Fees ....................................................................................................................... …. 10 Care Manager Certification Examination Schedule ............................................ …. 11 Refunds ................................................................................................................ …. 11 Application Instructions ...................................................................................... ... 12 CMC Examination Application Form ……………………………………………………….. … 19 Education Verification Form ............................................................................... ... 19 Supervised Care Management Experience Verification Form ............................ … 20 Direct Client Experience Verification Form ....................................................... … 22 Conversion Chart (Part Time to Full Time Work Experience) ……......................… 23 Name and Address Changes ................................................................................ … 24 SECTION IV: THE EXAMINATION Format .................................................................................................................. … 25 Content Domains and Care Manager Tasks........................................................ … 25 Sample Items ....................................................................................................... … 31 SECTION V: EXAMINATION ADMINISTRATION Testing Center Information ................................................................................. … 34 On The Examination Day ..................................................................................... … 34 Suggestions For Taking The Examination ........................................................... … 36 Passing Score ........................................................................................................ … 36 Understanding Test Results ................................................................................. … 37 Verification of Scores ........................................................................................... … 37 Release of Information ......................................................................................... … 37 Recognition of Certification ................................................................................. … 38 Re-examination .................................................................................................... … 38 Revocation of Certification .................................................................................. … 38 SECTION VI: MAINTAINING CERTIFICATION Certification Renewal ........................................................................................... … 40 References…………………………………………………………………………………. … 42

TABLE OF CONTENTS

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SECTION I: INTRODUCTION The National Academy of Certified Care Managers (NACCM) is a nonprofit organization established in 1994. The mission of the NACCM is to support a high level of competence in the practice of care management through the administration of a formal certification and recertification program. More specifically, NACCM seeks to advance the quality of care management services in long-term care by:

• Assuring individual competence to perform the full range of care management tasks by using a valid, standardized examination that tests the skills, knowledge, and practice ethics needed to serve consumers.

• Promoting and enhancing the provision of both quality care management and other services delivered to the consumer.

• Strengthening the education and training of care managers. • Protecting and empowering consumers of care management

services through consumer education. • Educating organizations, allied health professions, and policy

makers regarding the functions, training, certification, and importance of care management.

• Encouraging participation in continuing education and professional development.

The Board of Directors of National Academy of Certified Care Managers is composed of care managers, directors and administrators of public and private care manager programs, academics, and researchers with expertise in care management. The Care Manager Certification Examination is sponsored solely by NACCM, which retains overall responsibility for the development, administration and ongoing evaluation of the certification program. The Care Manager Certification Examination is a comprehensive test of the knowledge required for the practice of care management. This examination is one of the principal requirements for certification as a care manager. It is designed to be an objective assessment of your knowledge of the core tasks common to care management practice. Each individual who meets application requirements and passes the examination will be certified and acknowledged by the Academy as a “Care Manager, Certified” (CMC). The examination is administered under the

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auspices of the National Academy of Certified Care Managers (NACCM). Recognizing the diversity of the practice of care management, NACCM uses the term care management to encompass the wide variety of roles, functions and responsibilities assumed by care managers regardless of educational background, discipline, setting, auspices, target population, program design, or duration/intensity of the services provided. NACCM is committed to promoting care management practice that maximizes the consumer’s independence consistent with her/his preferences and abilities. NACCM is confident that this certification program will enhance the emerging standards for the practice of care management. The Academy office is located in Connecticut: National Academy of Certified Care Managers P.O. Box 170 244 Upton Road Colchester, CT 06415-0170 1-800-962-2260 naccm@snet.net www.NACCM.net

The Benefits of Certification NACCM established a credential for care management to advance the practice and quality of care management in several ways:

• Professional validation -- An increasing number of individuals and

organizations are offering care management services. Certification will ensure they meet certain minimum standards of education and practice.

• Self-regulation -- Certification will promote accountability among care management practitioners to ensure that they meet required service delivery standards.

• Competitive pressure -- Certified care management practitioners will have a competitive edge in a marketplace where consumers are increasingly shopping for the services they need.

• Third party reimbursement -- As care management becomes incorporated into public and private insurance products, a care management credential may become a criterion for third party reimbursement.

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• Malpractice protection -- By clarifying what care management is, who may do it and under what circumstances, certification will make liability insurance more available to care managers.

• Expected outcome research -- Certification will set a baseline for

defining the job functions, skills, knowledge, and ethical values of care managers. With these in place, research studies can more clearly define protocols and demonstrate that interventions for specific problems will result in expected outcomes.

The Development of the Certification Examination From its inception, NACCM has been committed to offering a valid and reliable Certification Examination for Care Managers. Working under the expert consultation of Professional Examination Service (ProExam, formerly PES), a nationally recognized testing company, the board of directors relies on the strictest standards of examination development methodology. This methodology is designed to ensure that the resulting examination is fair, valid, and reliable. By fair, we mean the examination is not biased for or against any groups of care managers because of their ethnic background, their geographic locale, or any other demographic criteria. A valid examination is one that accurately reflects the knowledge and skills required for competent practice. Reliable means the examination is consistent in its measurement of the knowledge and skills required for competent practice. The development of the Certification Examination for Care Managers took place over 18 months. More than 500 care management practitioners, educators, and administrators participated in the development process. NACCM conducted a Role Delineation Study in 1994 to identify the important components of care management practice. Experts in care management practice from around the country were convened to specify the practice domains, knowledge and skill areas that are involved in the practice of care management. These findings were validated by content experts and practicing care managers nationwide, a process which culminated in the test specifications that are included in this handbook. This content served as the blueprint for construction of the Certification Examination for Care Managers.

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Test questions were then written by experienced care managers under the guidance of ProExam. Item writers represented all areas of care management practice and geographic regions. All examination items (questions) were reviewed and validated by content experts. Subsequently, an Examination Committee, which was comprised of a separate panel of content experts, reviewed and validated items for the examinations. The Testing Agency Test development, administration services and test scoring for the Certification Examination for Care Managers are provided by Professional Examination Service (ProExam). ProExam is a nonprofit corporation whose mission is to promote the public good by providing services to those who have a sound stake in licensure and certification practices. ProExam has been providing services and making contributions in assessment, education, science, and credentialing policy since the early 1940’s.

Professional Examination Service (ProExam) 475 Riverside Drive

Sixth Floor New York, NY 10115-0089 (212) 367-4200

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SECTION II: ELIGIBILITY CRITERIA Candidates must meet one of the following three criteria: Criteria #1 A Masters Degree in a field related to care management AND A minimum of two years of paid, full time care management

experience during which CM received at least 50 hours of Supervision each year.

Criteria #2 A Bachelors Degree in a field related to care management AND A minimum of two years of paid, full time care management

experience during which CM received at least 50 hours of Supervision each year.

PLUS One year of paid, full time direct client experience in fields such as social work, nursing, mental health/counseling, or care management.

Criteria #3 Associates degree in a field related to care management, RN

Diploma or a bachelor or higher degree in a non-human services field AND

A minimum of three years of paid, full time care management experience during which CM received at least 50 hours of Supervision each year.

PLUS Two years of paid, full time direct client experience in fields such as social work, nursing, mental health/counseling, or care management.

Fields related to care management may include: social work, counseling, nursing, psychology, gerontology, RN diploma, rehabilitation, public health, or human services. Work/employment experience: All employment experience must be fully satisfied at the time of application. Care Management Experience and Direct Client Experience must not run concurrently (unless it is part-time work experience).

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Internship, preceptor-ship, practicum and volunteer activities are NOT accepted employment/experience. Care management work experience must be post eligibility degree and current. In determining eligibility, NACCM will consider employment experiences within the last 10 years. Care Management experience must include All FIVE core functions listed below:

1. Assessment Assess and identify client strengths, needs, concerns, and preferences via a comprehensive assessment. The comprehensive assessment must be face to face and include physical and mental health, function, behavior, social, cognition, environment, spirituality, support system, and finances. Care managers follow clients across settings and work with care managers of specific settings and gather information from appropriate sources within HIPPA guidelines.

2. Planning

Establish goals and a care plan reflecting the client’s needs and preferences and available resources. Goals are client centered and measurable.

3. Implementation

Coordinate and implement the care plan by referring, educating, negotiating and mediating with client, family, formal and informal providers in order to meet all client needs.

4. Monitoring

Manage and monitor the ongoing provision of and need for direct care and care management including periodic formal reassessments.

5. Professional Practice and Evaluation

Ensure professional practice through quality evaluation as evidenced by adherence to standards of practice and ethical guidelines, recognition and respect for diversity, and participation in quality evaluation activities.

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Consultation/Supervision is defined as individual, group or peer review of performance, use of clinical skills and core care manager functions. Supervision/consultation can be provided by professional colleagues, mentors, clinical supervisors or program managers who are preferably (but not required to be) certified in care management. Each year of required care management experience must include 50 hours of consultation/supervision. Consultation/Supervision may be formal and/or informal. Content of consultation/supervisory activities is expected to include:

• The use of clinical skills and core care manager functions • Record review • Case examples • Current practice issues • Ethical dilemmas • Care management interventions, and • Quality evaluation measures

Equal Opportunity The National Academy of Certified Care Managers and Professional Examination Service endorse the principle of equal opportunity. Eligibility criteria for examination and certification under the NACCM certification program are applied equally to all applicants regardless of race, religion, gender, national origin, sexual orientation, veteran status, age, or handicap. NACCM is committed to ensuring that individuals with disabilities are not deprived of the opportunity to take the examination solely by reason of the disability. Individuals with disabilities will be accommodated at the test sites--all of which are ADA accessible.

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SECTION III: APPLICATION PROCEDURES General Information A Candidate Handbook and application form may be obtained from NACCM's central office for $25.00. Payment should be in the form of a check or money order made payable to the National Academy of Certified Care Managers. Payment may also be made via PayPal at www.NACCM.net. The application form, employment and education verification forms and fee must be mailed to the National Academy of Certified Care Managers (NACCM). Remember to include your email address. Only original application forms (no photocopies) will be accepted. The application fee must be made payable to NACCM by cashier’s check, money order or credit card via PayPal (www.NACCM.net). NACCM will notify candidates by email if a submitted application form is incorrect, incomplete, or contains an incorrect fee. Candidates must submit the required information and a $60.00 reprocessing fee. If the candidate does not respond to NACCM’s notice by submitting the required information within 20 days, the candidate will be considered to have withdrawn from the examination, and the application fee, minus a $75.00 processing fee, will be refunded. Fees • Candidate Handbook and Application Forms $ 25.00 • Certification Application and Examination $245.00 • Reprocessing of Incomplete or Incorrect Applications (non refundable)

$ 60.00

All fees are payable to NACCM. Cashier’s check; corporate or agency check, money order or credit card (PayPal) are accepted. Personal checks can only be used for purchase of the Candidate Handbook.

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Care Manager Certification Examination Schedule The examination is available during two testing windows per year, April and October. Candidates wishing to sit for the exam in April must submit the application to NACCM no later than January 31. Candidates wishing to sit for the exam during October must submit their application to NACCM no later than July 31. Applications received after a deadline will be reviewed for the next testing window.

Examination Window *Application Deadline Results

April 1 to April 30 January 31 May

October 1 to October 31 July 31 November Applications must be postmarked by January 31 or July 31. Candidates are strongly encouraged to use a traceable delivery service such as FedEx™, USPS Express Mail™, UPS™, etc. This is the only way to know if the application has arrived at NACCM. Eligible candidates will receive an authorization to test (ATT) letter from ProExam by mail. This letter provides instructions for scheduling an exam time at a local testing site and includes your personal testing ID number. The candidate must take the exam during the noted examination window. Request for exceptions to this rule must be made in writing to the NACCM Exam Committee. Refunds Anyone found ineligible to take the Certification Examination will have the application/examination fee refunded, less a $75.00 processing fee. Candidates who are accepted to sit the exam but choose to cancel or withdraw must request a refund in writing at least 10 working days before s/he is scheduled to take the examination. The candidate will be refunded, less a processing fee of $75.00, within 60 days of receipt of the request. Candidates are responsible for cancelling their exam appointment with Prometric per instructions in the ATT letter. If the candidate fails to do so the $75.00 refund will be forfeited.

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Instructions for Completing Forms The application forms enclosed with this Candidate Handbook include:

1. four-sided Scannable Application Form, 2. CMC Examination Application Form, 3. Education Verification Form, 4. Supervised Care Management Experience Verification Form, and 5. Direct Client Experience Verification Form.

Read all instructions thoroughly before completing these forms. Make copies of the employment forms if more than two are needed. Carefully complete each Grid of the Scannable Form and each section of the examination application, education and employment verification forms. Any application that does not provide the detailed information requested will be considered incomplete and subject to a reprocessing fee. Incomplete or incorrect applications and applications with incorrect payment will be returned for resubmission. You will be required to submit an additional $60.00 reprocessing fee. The time needed for resubmission will delay application processing and affect your choice of dates for taking the examination. Therefore, please be sure that the application is completed carefully, that detailed information is provided regarding care management tasks performed, and that the fee is correct. Application fees must be made payable to National Academy of Certified Care Managers (NACCM) in one of the accepted forms of payments noted on page 10. Scannable Application Form Instructions A No. 2 pencil must be used to fill out this form. Grids 1 to 3 On page 1 of the Scannable Application form, print your legal name; first name(s), middle initial, and last name in the top row of boxes within Grids 1- 3. Follow the instructions presented above each Grid. If your entire name does not fit in the boxes provided, see instructions for Grid 15. Be sure to blacken the appropriate oval to indicate spacing between hyphenated last names.

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Grid 4 Enter your home telephone number, including area code, and blacken the corresponding oval beneath each space. Please make sure that you enter this number correctly. If your entire home telephone number does not fit in the boxes provided, complete Grid 15 according to those instructions. Grid 5 Enter your work telephone number, including area code, and blacken the corresponding oval beneath each space. Please make sure that you enter this number correctly. If your entire work telephone number does not fit in the boxes provided, complete Grid 15 according to those instructions. Grid 6 Enter your e-mail address and blacken the corresponding oval beneath each space. If your e-mail address does not fit in the boxes provided, complete Grid 15 according to those instructions. TURN YOUR SCANNABLE APPLICATION FORM TO PAGE 2. Grid 7 Please indicate whether you are requesting special accommodations for the examination. If you select Yes, please complete Grids 8 and 9. If you select No, please proceed to Grid 10. Grids 8-9 Complete these grids only if you are an applicant with disabilities requesting special accommodations.

Grid 8, blacken the oval that most clearly describes the disability for which you are requesting accommodations. Grid 9, blacken the oval that most accurately describes the special accommodations being requested. If you are requesting an accommodation other than those listed on the application, blacken the oval for "Other" and provide a specific description of your requirement(s). Eg: Need to use inhaler, oxygen or other medication during the exam.

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The applicant must include a letter explaining the need for and type of accommodations that are needed. In addition, a letter on official stationery is required from an appropriate professional, who is knowledgeable about the applicant's disability, documenting the nature of the disability and support for the requested accommoda-tions. Both letters must be submitted with the application forms.

Grids 10 -14 Follow the instructions provided above Grids 10-14. Enter your full HOME address. Leave an empty box between number and street. If your full address cannot be completely recorded within Grids 10-14, complete Grid 15 according to those instructions. Grid 15 If your full name, telephone numbers, e-mail address or full home address could not be completely recorded within the appropriate boxes of Grids 1, 3, 4, 5, 6, or 10-14, mark Grid 15 YES and neatly print the full information on the lines provided. Mark NO if your full name, telephone numbers, e-mail address and home address were completely recorded within Grids 1, 3, 4, 5, 6, and 10-14. If your address is outside of the United States, please record your complete address in this grid. TURN YOUR SCANNABLE APPLICATION FORM TO PAGE 3. Grids 16-25 Indicate your education and professional field that meets the eligibility criteria. Leave the grids blank if they do not apply to you. Remember, the photocopy of your degree(s) attached to the Education Verification Form must match the blackened oval in this section. Grid 16 If you are meeting eligibility with a PhD or EdD, blacken the oval and specify the professional/clinical field of this degree. Grid 17 If you are meeting eligibility with a Masters degree, blacken the oval that applies. If you blacken “Other”, specify your major.

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MS/MA Allied Health MS/MA Care Management MS/MA Counseling MS/MA Gerontology MS/MA Human Services MS/MA Nursing MS/MA Occupational Therapy/Physical Therapy MS/MA Psychology MS/MA Rehabilitation MS/MA Social Work MS/MA Other (SPECIFY FIELD)

Grid 18 If you are meeting eligibility with a Bachelors degree, blacken the oval that applies. If you blacken “Other”, specify your major.

BA/BS Allied Health BA/BS Care Management BA/BS Counseling BA/BS Gerontology BA/BS Human Service BA/BS Nursing BA/BS Psychology BA/BS Social Work

BA/BS Other (SPECIFY FIELD) Grid 19 If you are meeting eligibility with an Associates degree, blacken the oval that applies. If you blacken “Other”, specify your major.

AA Allied Health AA Care Management AA Counseling AA Gerontology AA Human Services AA Nursing AA Psychology AA Social Work

AA Other (SPECIFY FIELD)

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Grid 20 If you are meeting eligibility with an RN Diploma, blacken the corresponding oval. Grid 21 Indicate the years of current SUPERVISED CARE MANAGER experience you have documented on the employment form. Please note that you must have a minimum of 2 years of this experience if you are applying under criteria 1 or 2, and 3 years if you are applying under criteria 3. This experience must be verified on the Supervised Care Management Experience Verification Form. Select only one:

2 years 3 years 4 years

5 years 6 years 7-10 years

10-12 years 12-15 years More than 15 years

Grid 22 Indicate the years of DIRECT CLIENT experience you have documented on the direct client experience verification form. (Required for Criteria 2 and 3). NACCM may consider employment experiences within the last 10 years. Select only one:

2 years 3 years 4 years

5 years 6 years 7-10 years

10-15 years 15-20 years More than 20 years

Grid 23 Indicate the PRIMARY POPULATION served through your care management. Select only one:

Acute Care Chronic Disabilities Chronic Mental Illness Developmental Disabilities Geriatrics HIV/AIDS Pediatrics Terminally Ill

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Traumatic Brain Injury Other (SPECIFY POPULATION)

Grid 24 Indicate the SECONDARY POPULATION served through your care management. Select only one: Acute Care Chronic Disabilities Chronic Mental Illness Developmental Disabilities Geriatrics

HIV/AIDS Pediatrics Terminally Ill Traumatic Brain Injury Other (SPECIFY POPULATION)

Grid 25 Indicate the PRIMARY CARE MANAGEMENT PRACTICE SETTING or location of your practice. Select only one:

Community Based Agency HMO/Managed Care Hospital Insurance Private Practice Psych/Mental Health Residential Other (SPECIFY SETTING)

TURN YOUR SCANNABLE APPLICATION FORM TO PAGE 4 Grid 26 You can assist NACCM in complying with the Federal guidelines concerning equal opportunity by responding to the next three optional questions addressing gender, income, and age. This information will be used for statistical purposes only and will in no way affect your examination eligibility or results or be associated with any of your identifying information. Please enter your answers in Grid 26 and blacken the appropriate ovals below in Columns 1, 2, and 3. Leave columns 4 through 10 blank.

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Column 1 - Gender

A = Female B = Male Column 2 - Annual Income

A=less than $15K F=$35K-$39K J = $55K-$59K B=$15K-$19K G=$40K-$44K K= $60K-$64K C=$20K-$24K H= $45K-$49K L= $65K-$69K D=$25K-$29K I= $50K-$54K M= over $70K E=$30K-$34

Column 3 - Age Range

A=20-24 E=40-44 I= 60-64 B=25-29 F=45-49 J= 65-69 C=30-34 G= 50-54 K= 70 and over D=35-39 H= 55-59 Grid 27 Please blacken one oval to indicate the form of payment enclosed Check (Business or Cashiers) Money Order PayPal (include copy of receipt) Grid 28 Please read the NACCM acknowledgment statement. Sign and date the statement in ink, and print your name where requested. An unsigned application will be returned to you for resubmission. CHECK TO BE SURE THAT YOU HAVE FILLED IN ALL APPLICABLE GRIDS AND BLACKENED ALL APPROPRIATE OVALS WITH A NUMBER 2 PENCIL. BE SURE YOUR SIGNATURE IS IN INK.

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CMC Examination Application Form Read all instructions thoroughly before completing this form. Print clearly or type all information on this form.

1. Print your name, address, e-mail address, telephone number(s) and fax number.

2. Carefully read the Eligibility Criteria and check the corresponding box for which Criteria you are applying.

Education Verification Form Instructions Read all instructions thoroughly before completing this form. Print clearly or type all information on this form.

1. The first degree listed must be the one being used for eligibility.

A. Print the name of the degree or diploma earned, date

completed, and the major. Print the name of the institution the degree is from and the address of the institution.

B. Write yes to indicate you have attached a copy of the diploma or degree. An official transcript may be substituted if the degree is not available.

2. In the spaces provided print/write the name of any other

degrees relevant to your application process. For example if your master’s degree is in a field that may not be related to care management it will be helpful in determining eligibility if you include information regarding your bachelor’s degree along with a copy of that degree.

3. Read this paragraph carefully. Sign and date the form in the

spaces provided. NACCM reserves the right to verify this information with the listed institution(s).

The form must be signed and dated by the candidate. A photocopy of your degree(s) or official transcript must be attached. Failure to provide this information with the application will deem the application incomplete.

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Instructions for Completing the Supervised Care Management Experience Verification Form Read all instructions thoroughly before completing these forms. Please review the provided checklists to make sure all required information has been included. If you have held more than one care management position applicable to the certification criteria please complete one form for each position held. If more than 2 forms are needed you may make additional copies. Clearly print or type this information. This form may be completed by the applicant or employer. 1. Print your full legal name. You may include credentials such as

MSW, BSN etc. 2. Print the name of the agency or organization at which you are (or

were) employed for the supervised care management experience. 3. Print the complete mailing address, city state and zip code for the

agency listed above. Include the agency phone number. 4. List the position or title you have (or had) at this place of

employment. (one form for each place of employment) 5. Describe in detail your responsibilities and the care manager tasks

you perform(ed) in each domain. Refer to pages 25-27 for assistance with identifying the information that should be included for each of the following:

a. Assess and identify client strengths, needs, concerns and preferences. Be sure to indicate if assessments are done face to face and what specific content is covered in the assessment.

b. Establish goals and a plan of care. c. Coordinate and Implement care plan. d. Manage and monitor the ongoing provision of and need for

care. e. Ensure professional practice.

6. Print the dates of your employment including the month and year.

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7. Clearly print the number of hours per week of care management experience during this employment period.

Full-time employment is defined as a minimum of 35 hours per week of paid employment. Part-time employment can be included using the following example; one year of part-time supervised (25 hrs/yr.) employment (at least 17.5 hours per week) translates into 6 months of full time supervised employment. Refer to page 23 for an example of a Part Time to Full Time Conversion example.

8. Print clearly the number of hours the care manager was supervised each year during this employment period. Supervision may include but is not limited to case conferences, peer consultation or supervision, performance appraisal, client record reviews and consumer satisfaction data.

9. Print the full name and credentials of the person who provided the

supervision listed in #8. If you are a sole practitioner or in private practice see * below.

10. The supervisor provides a legal signature and date of the signature.

If you are a sole practitioner or in private practice, see *below.

11. The person verifying the information on this form should carefully read the attestation; print her/his name and title in the space provided then sign and date in the space provided. Include the telephone number and extension for this person.

If you are a sole practitioner or in private practice see ** below. Failure to provide the requested information in detail will deem the application incomplete and reprocessing fees will apply. * The method and amount of supervision/ consultation must be documented by the provider of the supervision/ consultation. The Candidate may need to have one person verify hours of employment or practice and a different person verify supervision/ consultation. ** Care managers in individual or private practice or owners of a practice may not sign their own employment verification form. A letter is required from a peer, board or advisory committee member, colleague, company attorney or accountant attesting to the number of hours per week of care management experience.

The letter(s) for * and ** must be on official letterhead of the author, notarized and attached to the completed Employment Verification Form(s). Only original documentation will be accepted.

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Direct Client Experience Verification Form This form is required for applicants using Criteria #2 and #3 only. This work experience is in addition to and separate from the care management experience documented on the Supervised Care Management Experience Verification Form. If you have held more than two direct client care positions applicable to the certification criteria please copy this form and complete forms for each position held. Clearly print or type this information. The verification is expected from the direct supervisor at the time of your employment or the Human Resources director if the supervisor is no longer with the employer.

1. Print your full legal name. You may include credentials such as

MSW, BSN etc.

2. Print the name of the agency or organization at which you are (or were) providing your direct client contact/interaction experience.

3. Print the complete mailing address, city state and zip code for

the agency listed above. Include the agency phone number.

4. List the position or title you have (or had) at this place of employment. (one form for each place of employment)

5. Describe your responsibilities related to the direct care of clients

or patients and related services.

6. Print the dates of employment including the month and year.

7. Provide the number of hours per week the candidate worked directly with clients during this period.

8. The person verifying the information on this form should

carefully read the attestation; print her/his name and title in the space provided then sign and date in the space provided. Include the telephone number and extension for this person.

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15

p/t hours per week

4.3

weeks in a month

64.5

Hours in a month

31 # of months between 1/2011-7/31/2013 (2 years 7 months)

13.28 months of full-time

150.50 # hrs/month of FTE

1999.5 Total # hours worked

The years of experience documented on all the Employment Verification Form(s) should match what you recorded in Grids 21 and 22 of the Scannable application form. Conversion Chart: Part Time Work Experience to Full Time Work Experience Please use the following formula when calculating Part Time Work Experience. An example has been provided for you for an individual who worked 15 hours/week from January 2011 – July 31, 2013. (The numbers in red will be your part time hours and calculations). THE FOLLOWING APPLICATION INFORMATION MUST BE SENT TOGETHER: CMC Examination Application Form, Education Verification Form, Supervised Care Management Experience Form, Direct Client Experience Verification Form (Criteria #2 and #3), Red Scannable Application Form, And the Application/Examination Fee (if payment is not via PayPal). Cashier’s check; corporate or agency check, or money order made payable to NACCM are accepted.

Which is equivalent to 1 year and 1.28 months of full time employment

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USE A TRACKABLE DELIVERY SERVICE AND POSTMARK NO LATER THAN JANUARY 31 OR JULY 31. APPLICATIONS ARE SENT TO:

NACCM 244 Upton Road Colchester, CT 06415

If you use the USPS, the following address must be used: NACCM PO Box 170 Colchester, CT 06415-0170 Name and Address Changes Prior to Examination The name and address provided on the application will be used for mailing candidates their Authorization-to-Test (ATT) letter and individual score reports. Candidates who have a change of name (e.g. due to marriage) or address should notify ProExam no later than seven working days prior to the examination date using the enclosed Change of Name and/or Address Form. If candidates move after this time, they should leave a forwarding address at their local post office so that their ATT letter and score report will reach them at the new address. Any name , address, phone, email changes made after the close of a testing window (May and November) should be sent directly to NACCM at naccm@snet.net or via mail using the enclosed Change of Name and/or Address Form.

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SECTION IV: THE EXAMINATION Format The Certification Examination for Care Managers consists of 200 multiple-choice questions. Each question was carefully written, referenced, and validated to determine its accuracy and correctness. The content of the examination was determined by the Role Delineation Study. The number of questions asked on each topic was determined from the results of the validation study involving practicing care managers. There are four (4) answer choices for each question and candidates are asked to choose the most appropriate answer. Sample questions representative of those in the Certification Examination for Care Managers are included at the end of this section. These samples do not reflect the full range of content or difficulty level of the questions in the actual examination. Content Domains and Care Manager Tasks The examination questions contain content from the following domains. The approximate percentage of questions from each domain is also indicated.

Domain I. Assess and identify client strengths, needs, concerns, and preferences (26%)

1. Screen potential clients in order to determine the appropriateness of and eligibility for services and assist the client in making informed choices regarding care management.

2. Explain and discuss the role of the care manager, program

parameters, and client rights and responsibilities in order to proceed with the structured assessment process.

3. Perform face-to-face assessment of the client’s situation by

interviewing, observing, and administering structured instruments, in order to collect data about the client’s physical and mental health, function, behavior, cognition, socialization, environment, spirituality, finances, and support system.

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4. Verify assessment data by contacting relevant sources such as physician(s), social support systems, and other care providers in order to validate and expand the information obtained.

5. Synthesize and interpret the assessment data by reviewing all

available information in order to identify areas of concern. 6. Document all intake and assessment information in order to create a

client record for baseline data, statistical analysis, and for quality improvement measures.

Domain II. Establish goals and a plan of care (17%)

1. Prioritize areas of concern in collaboration with client and support

system in order to identify potential areas for intervention. 2. Identify service options and resources that address the areas for

intervention, and discuss their advantages, disadvantages, and costs with the client in order to establish mutually agreed upon goals.

3. Develop action steps in order to achieve the agreed upon care plan

goals. 4. Document care plan, including formal and informal providers and

the frequency, intensity, duration, cost, and source of payment for services, in order to develop a baseline for tracking, accountability, and quality measurement.

Domain III. Implement care plan (19%)

1. Coordinate services and interventions by referring, educating,

negotiating, and mediating with client and formal and informal providers in order to meet goals of care plan.

2. Counsel, educate, negotiate, and mediate with client and social

support system in order to strengthen and sustain the social support system, identify health promotion behaviors, and meet goals of care plan.

3. Document referrals, coordination of services, and action steps taken

related to the provision of services and progress toward goals.

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Domain IV. Manage and monitor the ongoing provision of and need for care (24%)

1. Monitor delivery and quality of services and interventions provided in

order to assure that agreed upon plan of care was implemented. 2. Perform ongoing monitoring and reassessment of client status and

satisfaction with service in order to evaluate progress toward goal achievement, and determine need for and make adjustments to care plan.

3. Document monitoring activities and client status in order to record

actions taken and progress toward goal achievement. 4. Discontinue services when client no longer needs or desires services,

or becomes ineligible for services, and document discharge plan in client record.

Domain V. Ensure professional practice (14%)

1. Advocate for client autonomy by mediating between values and needs

of consumer and society in order to preserve client right to self-determination.

2. Recognize and respect diversity with respect to factors such as

culture, religion, ethnicity, gender, sexual orientation, and socioeconomic status, in order to uphold client’s value system, preferences, and choices. Adhere to agency/company guidelines.

3. Adhere to standards of practice, agency/company policies and

procedures, and applicable ethical guidelines in order to maintain professional accountability and to protect client rights.

4. Work through ethical dilemmas by identifying the issue(s), consulting

with an interdisciplinary team, and identifying strategies in order to preserve client rights and resolve the dilemma.

5. Evaluate and document care management services using tools such as

peer review, record auditing, client satisfaction surveys, and grievance procedures and take corrective action in order to promote the quality of care management practice.

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Knowledge Required To Perform Care Manager Tasks Theoretical Bases

• human development theory • organizational behavior • personality theory • crisis theory • behavior theory • adult learning theory • systems theory • change theory • family systems theory

Assessment • health issues for individuals with chronic health concerns or

disabilities • functioning as it relates to all activities of daily living including:

transfer, walking, wheeling, bowel, bladder, toileting, mobility, bathing, dressing, eating, feeding

• functioning as it relates to all instrumental activities of daily living including: medication, meal prep, shopping, housekeeping, laundry, telephone, travel, finances

• common emotional disorders and their symptoms • techniques for administering and interpreting of structured

cognitive screening tools (orientation, memory, and judgment), and behavioral, emotional, and life satisfaction assessment tools

• risk assessment techniques • interviewing techniques for collecting demographic,

environmental, social system, and financial information • basic nutritional and hydration needs as wells as special

requirements relating to individuals with chronic health concerns or disabilities

• common medications relating to individuals with chronic health concerns or disabilities

• impact of diversity in areas such as culture, religion, ethnicity, gender, sexual orientation, and socioeconomic status on behavior, perceptions and value systems that relate to health care

• substance abuse • preferences, expectations, capabilities, limitations, stress, and

coping mechanisms of the client and others and their impact on the client system

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• the impact of interactions between the formal and informal support systems

• the impact of spirituality on health • the impact of health status and functional abilities on behavior and

emotions • advanced directives such as power of attorney, living will, health

care surrogate • indicators that client is at risk for financial exploitation • indicators that client is in need of guardian/conservator • abuse, neglect, and exploitation issues • grief and loss • requirements of the Americans with Disabilities Act • data analysis and interpretation • legal and financial vehicles for financing care such as special needs

trusts • communicable diseases including MRSA, TB, HIV

Care Planning • care planning process • how to write goals that are specific, measurable, agreed upon,

realistic, and time limited • reimbursement mechanisms such as health insurance,

supplemental insurance, long-term care insurance • entitlement programs such as Medicare and Medicaid, Veterans’

Administration, SSD, SSI, and their eligibility requirements • options for financing care such as reverse mortgages, equity loans,

annuities • budgeting and cost-benefit analysis • social, environmental, and medical services available to enhance

function such as durable medical equipment, respite, day treatment, home adaptation

• intervention strategies, such as medication management, treatment modalities, crisis intervention, psychosocial interventions

• housing options such as assisted living, continuing care retirement communities (CCRCs), intentional communities

• alternative/complementary services such as acupuncture and massage

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• end of life planning • hospice and palliative care

Coordination of Care • formal and informal provider responsibilities • availability and use of interpreters and adaptive communication

equipment • appropriate record keeping and documentation • referral procedures to service providers • emotional, physical, geographical, financial, and/or cultural

barriers to service delivery • interdisciplinary team building and techniques to enhance inter-

organizational relations Professional Practice • legal and ethical issues of reporting abuse and neglect • grievance procedures and complaints • appeals processes (entitlement appeals, professional grievance

procedures) • applicable standards of practice and ethical guidelines • HIPAA • informed consent • professional liability • client advocacy procedures • client empowerment strategies • guardianship/conservatorship process • client rights and responsibilities • peer review processes • record audit process • community outreach and education techniques • outcome measurement and quality assurance practices

Generic Competencies • decision making • conflict resolution techniques • stress management techniques • time management techniques • counseling techniques

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• crisis intervention techniques • motivational techniques • negotiation and mediation strategies • problem solving techniques • interpersonal relations • communication techniques • group dynamics • organizational skills • teaching and coaching techniques • networking techniques • prioritization

Sample Items The following items are examples of the type of multiple-choice items that appear on the Core Care Manager Certification Examination. They do not reflect the various levels of difficulty or scope of content of the actual examination. Answers to the sample items appear at the end of the items.

1. Which of the following activities represent ADLs? a. dusting, vacuuming, mowing the lawn. b. walking up porch steps, operating a motorized wheelchair,

washing hair, tying shoes. c. folding laundry, preparing sandwiches, removing clothing from

the washing machine. d. paying the rent, answering the phone, reading the newspaper.

2. Under what conditions may a care manager violate the confidentiality of a consumer?

a. to improve relationships between family members. b. when the consumer is terminally ill. c. when the consumer is judged to be a danger to him/her self or

others. d. never.

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3. The statement, “All consumers are unique individuals with unique care needs to be respected and considered, and self-directed,” defines the concept of:

a. client’s right to care. b. client’s authorization for procedures/treatment. c. legal principles for care delivery. d. government standards for care.

4. In order to obtain medical information on a consumer, the care

manager must: a. obtain a signed authorization from the consumer’s physician

for release of the information. b. ask the consumer’s physician for the information. c. obtain a signed authorization from the consumer for release of

the information. d. ask the consumer for the information.

5. Good health practice requires that a person with a hearing loss

should first: a. go to a hearing aid specialist for a test. b. have a medical evaluation by a primary care provider. c. enroll in an aural rehabilitation program. d. join a support group to learn coping strategies.

6. A consumer refuses all services and professional advice. The care

manager believes the consumer is unable to make sound decisions because of impaired judgment. In this situation, the care manager should:

a. express concerns to the consumer’s family. b. refer the consumer for cognitive evaluation. c. order services for the consumer anyway. d. tell the consumer to call when ready to accept services.

7. The most common configuration used in a team approach to

assessment is: a. a registered nurse and an occupational therapist. b. an occupational therapist and a physical therapist. c. a registered nurse and a social worker d. an intake worker and a social worker.

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8. The stages of the normal grieving process include denial and anger, followed by:

a. melancholy, acceptance, and reintegration. b. bargaining, realization of loss, acceptance, and reintegration. c. exhaustion and coping. d. depression and resignation to loss.

9. The most frequent cause of irreversible dementia in adults is:

a. Parkinson’s disease. b. Alzheimer’s disease. c. stroke (CVA). d. alcoholism.

10. On the initial visit to assess an adult consumer’s eligibility for

services, the care manager finds the consumer in soiled clothing and her home in disarray. She is alone and disoriented and says she is hungry and does not know where her daughter is. After returning to the office, the care manager should:

a. file a report with Adult Protective Services. b. call the consumer’s doctor. c. request that meal delivery begin immediately. d. contact the police and report the daughter missing.

[Answer Key:]

1.- (b) 6.- (b) 2.- (c) 7.- (c) 3.- (a) 8.- (b) 4.- (c) 9.- (b) 5.- (b) 10.-(a)

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SECTION V: EXAM ADMINISTRATION Testing Center Information Certification Examinations will be administered at Prometric testing sites. Once a candidate has been found eligible to sit for the examination, ProExam will notify the candidate via the ATT letter which contains instructions to register to take the examination at a convenient time and location during the next exam window. You may go to www.prometric.com to locate a convenient testing site however, you cannot register to take the exam until you have the ATT letter in hand. On Examination Day Candidates should read the following information carefully in order to be fully prepared on test day.

• On the day of your test, you must arrive at the testing center thirty (30) minutes prior to your scheduled appointment.

• Candidates must present two forms of NON-expired

identification to the test center; one bearing a photo and both with signatures. Legal photo bearing identification includes: state driver's license, state ID card, passport, and military ID. Non-photo bearing forms of identification may include: state driver’s license without a photo, voter registration card, citizenship card, school ID, and work ID. Social Security cards, bank (ATM) cards and credit cards of any kind are NOT acceptable forms of ID.

• The name appearing on both proofs of identification must

match the name as it appears on the Authorization-to-Test Letter from ProExam in order for the candidate to take the exam.

• Candidates will be required to sign the registration list prior to entry to the test center.

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• Candidates will be allowed four (4) hours to complete the Certification Examination for Care Managers.

• Candidates may bring a watch to help pace their testing time. The test center supervisor will keep the official time and ensure that candidates are given the allotted amount of time for the test.

• No books, calculators, slide rules, papers, dictionaries or other reference materials may be taken into the examination room.

• No water, food, inhalers or other medications will be allowed

into the examination room unless previously requested on the application under special accommodations.

• No test materials, documents, or memoranda of any kind are to be taken from the examination room.

• A tutorial will be provided before the examination to assist candidates in becoming familiar with the computer keyboard. Time spent on the tutorial is not considered part of the four hours allotted for the examination.

• No questions concerning the content of the examination may be asked during the test. Listen carefully to the instructions given by the test center supervisor.

• Question Comments: Candidates may comment on any question by writing to ProExam if they believe it is misleading or inaccurate. Each comment will be individually reviewed before test scoring. Individual responses to question comments will not be provided and no question comments will be considered after test results are released to candidates.

• Candidates must have the test supervisor's permission to leave the room during the examination. Candidates will not be allowed additional time to make up for time lost in this way.

• The supervisor may dismiss a candidate from the examination for any of the following reasons:

1. the candidate's admission to the examination is unauthorized;

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2. a candidate creates a disturbance, is abusive or otherwise uncooperative;

3. a candidate gives or receives help, or is suspected of doing so;

4. a candidate attempts to remove test materials or notes from the test center;

5. a candidate attempts to take the examination for someone else.

Suggestions for Taking the Examination

• Answer the questions in order, but do not waste time on questions containing unfamiliar or difficult material. Go back to them, time permitting.

• Make educated guesses at correct answers rather than leaving the answer blank. The score on the entire test will be based only on the number of correct responses, with no penalty imposed for wrong answers.

• Focus on the core functions of care management.

• There are no trick questions. Do not read more into the question than what is written there.

• Remember to breathe and relax. Passing Score A criterion-referenced passing score has been established by a panel of content experts using appropriate standard setting procedures, under the guidance of Professional Examination Service. The passing score for each administration of the Certification Examination for Care Managers is based on a statistical equating process which adjusts for fluctuations in difficulty levels across different examination forms. Equating ensures that candidates are evaluated according to the same competency standard from year to year.

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After each examination administration, individual test items are evaluated for their clarity. Questions identified as being ambiguous may be scored with multiple correct answers at no penalty to the candidates. Understanding Test Results Approximately four (4) weeks after an examination window closes, candidates who achieve the minimum passing score will receive a letter informing them that they have passed the examination. Passing candidates will not receive information about their individual scores. The test has been designed to identify those who meet the standard of competence set by NACCM. All those who pass have met this standard. Candidates who do not pass will also be informed by letter. These candidates will also be given additional information about their performance for each practice domain to assist them in identifying areas for future study.

Verification of Scores Candidates receiving failing scores may request a re-scoring of the answer sheet they submitted. Requests for re-scoring should be submitted in writing to NACCM with a $75.00 (re-scoring fee) check or money order. Upon receipt of a written request and re-scoring fee, the candidate's exam answer sheet will be inspected and hand scored by the testing agency. Requests for re-scoring must be received no later than sixty (60) days following release of examination results; requests received after that date will not be honored.

Release of Information NACCM and its testing agency are committed to protect the confidentiality of candidates' records and have adopted policies to ensure their privacy. Information about individual candidates and examination results will not be released to any other party without prior consent. Candidates' scores are NOT released by telephone, even to the candidate.

NACCM will maintain a current listing of Care Managers, Certified (CMC) by state which is available upon request.

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Recognition of Certification The NACCM credential recognizes professional competence in care management. Individuals who pass the Certification Examination for Care Managers may use the designation "CMC" as part of their professional title. The proper use of the credential is: Jane Smith, CMC Re-examination Eligible candidates who do not pass the exam may re-apply to take the exam. A new application, including documents and fees, must be submitted each time.

Revocation of Certification NACCM is a certifying body that employs the use of a practice related exam to determine that individuals who call themselves Care Managers meet a minimum standard of experience and knowledge. This is done in an effort to protect consumers and contribute to the professionalization of the care management field. Consistent with other certifying bodies, NACCM strives to promote and maintain the highest standards of service and conduct for all persons it has recognized and certified to use its certification mark of CMC. Implied in the use of this mark, individuals are expected to comply with:

• All laws and requirements that govern their primary profession

(when there is one, such as social work, nursing, psychology, etc); • Codes of ethics and standards of practice of any and all professional

association memberships related to care management service provision;

• And to act in an ethical and professionally responsible manner

toward clients, payers and others who engage services or partner with the Care Manager, Certified (CMC).

Misconduct leading to revocation of the CMC may include but is not limited to:

• Falsification of any information in the certification application process;

• Any irregularities in relationship to the testing process;

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• Failure to maintain any eligibility requirements; • Falsification of any information contained in the recertification

process; • Misrepresentation or misuse of certification status; • Failure to pay initial or renewal fees; • Revocation of a license in a primary profession; • Actions that lead to limitations or sanctions imposed by another

professional organization/association; • Any illegal practices.

NACCM reserves the right to revoke the certification of any individual who is found and determined by its internal processes to violate any of the above and to publish certification revocations.

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SECTION VI: MAINTAINING CERTIFICATION Certification Renewal The National Academy of Certified Care Managers (NACCM) requires renewal of certification every three (3) years. The renewal process assures that the Care Manager, Certified (CMC) maintains care management practice and continues to expand his/her care management knowledge. Renewal guidelines will be included with the CMC certificate. It is the CMCs responsibility to keep track of the certification period and submit the renewal application on a timely basis.

Criteria for Certification Renewal In order to renew, CMCs must:

1. Provide care management service as a care manager, care manager supervisor, administrator of a care management program, or consultant to a care management program throughout the three (3) year certification period.

2. Earn 15 contact hours of care management related continuing

education per year for a total of 45 hours over the three (3) year certification period.

3. Provide documentation of care management practice,

professional consultation/supervision and continuing education on the forms provided by NACCM.

The CMC must submit the CMC Renewal Form, Continuing Education Summary Forms, copies of CE/attendance certificates, and the renewal fee by the deadline listed on the renewal notification letter or last day of month prior to certification expiration date. For example if the CMCs certification period is January 1, 2013 to December 31, 2015, the renewal is due no later than November 30, 2015.

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Applications received after the renewal deadline are subject to a $75.00 late fee. Upon approval of the application, a new certificate is mailed to the CMC. If certification lapses for more than six (6) months, the CMC must reapply and meet requirements for initial certification and sit for the examination. If unable to meet the renewal criteria, the CMC may renew by re-taking the certification examination. The CMC will need to purchase a Candidate Handbook, complete all application forms and submit the application and associated fees to NACCM.

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References and Resources A representative list of books and journals used by the question writers is provided to assist candidates in preparing for the examination.

Applebaum, R. & White, M, (Eds), 2000. Key Issues in Case Management Around the Globe. San Francisco, CA: American Society on Aging.

Berger, K. (2001). The Developing Person Through the Life Span, 5th Edition. New York: Worth Publishers.

Centers for Medicare and Medicaid Services, (2010), Medicare and You 2010, U.S. Department of Health and Human Services, Page 29.

Cohen, Elaine L. and Cesta, Toni G. (2005). Nursing Case

Management, 4th Edition, Elsevier Mosby, St. Louis, MO Cress, C., (2009). Handbook of Geriatric Care Management, 2nd

Edition. Jones and Bartlett, Sudbury, MA.

Evashwick, C. J., (2001). The Continuum of Long-Term Care, 2nd Edition. Albany, NY: Delmar.

Frankel, Arthur J. and Gelman, Sheldon R. (2004).Case Management:

An Introduction to Concepts and Skills, Lyceum Books, Chicago, IL.

**Geron, S. M. and D. Chassler, (1994), Guidelines for Case

Management Practice Across the Long-Term Continuum, Bristol, CT, Available from Connecticut Community Care, Inc., 1-860-589-6226. www.ctcommunitycare.org (Best overall review)

Griffith, Patrick A. and Lopez, Oscar L. ,(2009) Disparities in the Diagnosis and Treatment of Alzheimer’s Disease in African American and Hispanic Patients: A Call to Action, Generations, Vol.33 #1, Pg 37-44.

Holstein, PhD; Martha B. and Mitzen, ACSW, LCSW, Phyllis B. (2000). Ethics in Community-Based Elder Care, Springer Publishing Co., NY

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Kunkel, Suzanne R. and Wellin, Valerie, (2006). Consumer Voice and Choice in Long-Term Care, Springer Publishing Co., NY.

Montgomery, Rhonda J.V. and Kosloski, Karl, (2009) Caregiving as a Process of Changing Identity: Implications for Caregiver Support, Generations, Vol. 33 #1.

Mullahy, C.M. (2010) The Case Manager’s Handbook, 4th Edition, Jones

and Bartlett, Sudbury, MA.

National Vital Statistics Report, Leading causes of death, April 2008 page 7. http://www.cdc.gov/nchs/data/nvsr/nvsr56/nvsr56_10.pdf

Scharlach, A. E., Giunta, N., Mills-Dick, K., (2001). Case Management

in Long-Term Care Integration: An Overview of Current Programs and Evaluations. Monograph for California Center for Long-Term Care Integration. Berkeley, CA: University of California, Berkeley, Center for the Advanced Study of Aging Services.

Journals and publications related to Care or Case Management; Membership organizations and conferences such as National Association of Geriatric Care Managers (NAPGCM), Case Management Society of America (CSA), National Association of Social Workers (NASW) and American Nurses Association (ANA), are also beneficial, just to name a few.