Mediation Services

Consumer Direct Care Network Colorado (CDCO) helps mediate concerns about the services Health First Colorado (Medicaid) Members receive through In-Home Support Services (IHSS). If Members are unable to work with their Case Manager to achieve the care they believe is needed, Members and Authorized Representatives (AR) have the option to utilize the mediation process.

Mediation services are provided by CDCO as part of the Information and Assistance Services offered to Members and ARs. Mediation through CDCO can assist with facilitating discussions and conversations about disagreements in the care plan and authorized services.

Requests for mediation can be submitted by the Member, an AR, Case Managers, or the provider agency. The Member or AR must consent to mediation. When requested, reasonable accommodations will be provided for people with disabilities by notifying CDCO prior to the scheduled mediation call.

After the mediation session, CDCO will issue recommendations only, not a definitive decision. The Member retains all legal appeal rights for decisions made by the Case Management agency. The Case Manager will be responsible for finalizing the decision for services, when authorized, as a result of the mediation.

Mediation Request Form – November 2024

The process to request mediation requires several steps.

1. The person requesting mediation completes the Mediation Request form and sends it to CDCO.
2. CDCO will process the referral to mediation and contact the Case Manager within one business day to collect information.
3. CDCO will contact the Member or AR to collect information and to request consent to participate in mediation.
4. CDCO will contact the IHSS Provider Agency to collect information.
5. CDCO will set up a mediation call with all the people involved and provide reasonable accommodations when requested.
6. After listening to information from all the participants during the mediation call, CDCO will provide a recommendation for services and notify the IHSS Agency.
7. The Case Manager will issue a Health First Colorado notice of action with the decision, and new or revised services that may be authorized, and information on the Member’s right to appeal.