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Frequently Asked Questions

Answers to common questions about Enhanced Care Management (ECM) — what it is, who qualifies, and how your Care Manager supports you.

What is Enhanced Care Management (ECM)?
ABOUT ECM
Enhanced Care Management (ECM) is a Medi-Cal benefit that provides a whole-person approach to care. It addresses both the clinical and non-clinical circumstances of members with complex health and social needs, delivered through intensive and comprehensive care management.

ECM is not counseling or therapy. It is care coordination — making sure every piece of your care works together and connecting you with the community resources you need.
Does Dignity ADHC ECM provide counseling or therapy directly?
ABOUT ECM
No. We are not licensed to provide counseling or therapy services. What we do provide is resources for behavioral health needs — your Care Manager connects you with licensed behavioral health providers, tracks the referral, and follows up to make sure you receive the care you need.
What does my Care Manager do?
CARE MANAGER

Each member is paired with their own dedicated Care Manager. Your Care Manager:

  • Builds a whole-person care plan with you
  • Coordinates appointments and referrals across your providers
  • Advocates for you with your health plan and care team
  • Connects you with community resources (housing, food, transportation, behavioral health)
  • Supports you during transitions of care (hospital discharge, etc.)
  • Follows up to make sure referrals actually worked
Will I always work with the same Care Manager?
CARE MANAGER
Yes. Every member is assigned one dedicated Care Manager who knows your story, your plan, and your care team. Consistency is core to ECM — having one person you can trust and reach out to makes a difference.
What does ECM NOT provide?
ABOUT ECM

ECM is a care coordination program — it is not a licensed mental health treatment provider. Specifically, ECM does not:

  • Provide counseling or psychotherapy directly
  • Operate a crisis hotline or suicide prevention line (call/text 988 for crisis support)
  • Guarantee housing placement or availability
  • Provide direct transportation rides (we coordinate transportation through your Medi-Cal plan benefit)
  • Guarantee enrollment or approval — eligibility is confirmed by your health plan

What ECM does do is coordinate and connect — your Lead Care Manager works across your providers, your plan, and community resources so the right services reach you.

Is ECM participation voluntary? Can I opt out?
ELIGIBILITY
Yes. Participation in Enhanced Care Management is completely voluntary. You are never required to enroll in ECM, and you may opt out at any time by notifying your Care Manager or contacting your Medi-Cal health plan directly. There is no penalty for declining or withdrawing from ECM.
What is a whole-person care plan?
CARE MANAGER
A whole-person care plan is a personalized plan built with you and for you. It covers physical health, behavioral health, social needs (like housing and food), transitions of care, and the people who support you. Your Care Manager updates the plan as your life changes.
Who is eligible for ECM with Dignity ADHC ECM?
ELIGIBILITY

To be eligible, you must be:

  • 18 years of age or older
  • An active Medi-Cal member enrolled with Anthem Blue Cross or Kaiser Permanente
  • A resident of Los Angeles, Orange, San Bernardino, or Riverside County
  • Part of an ECM population of focus (your plan confirms this)

Your Medi-Cal plan can identify you for ECM, or you can ask your plan or provider for a referral. Contact us and we'll help you find out.

What counties do you serve?
ELIGIBILITY
We serve four Southern California counties: Los Angeles, Orange, San Bernardino, and Riverside.
Which Medi-Cal health plans do you work with?
HEALTH PLANS
We only work with Medi-Cal members. Specifically, we deliver ECM to members enrolled with Anthem Blue Cross (Medi-Cal) and Kaiser Permanente (Medi-Cal). We don't serve members of other plans.
What populations of focus does each plan cover?
HEALTH PLANS

Anthem Blue Cross (Medi-Cal): severe mental illness (SMI), substance use disorder (SUD), at risk of long-term care institutionalization, high utilizers, and individuals/families experiencing homelessness.

Kaiser Permanente (Medi-Cal): individuals/families experiencing homelessness, birth equity, pregnancy/postpartum, high utilizers, and members with SMI.

Your plan confirms population-of-focus eligibility at referral.

Does my Care Manager drive me to appointments?
CARE MANAGER
No. We do not provide rides directly and we do not provide companion support. What we do is set you up with transportation to your medical appointments through your Medi-Cal plan's non-emergency medical transportation benefit.
Can my Care Manager help with food needs?
CARE MANAGER
Yes. We refer members to medically tailored meal programs, food banks, and other community food resources. Your Care Manager follows up to confirm you received what you need.
What if I'm in crisis right now?
ABOUT ECM
We do not operate a crisis line. If you are experiencing a mental health or suicide crisis, call or text the 988 Suicide & Crisis Lifeline, or dial 911 if it is a medical emergency. Your Care Manager can follow up afterward and help connect you to ongoing behavioral health resources.

Ready to Meet Your Care Manager?

If you're a Medi-Cal member with Anthem Blue Cross or Kaiser Permanente, check your eligibility and get paired with a dedicated Care Manager.

Contact Us Call Now: (909) 969-7371