Care Coordinator Model Implementation Considerations
Care coordinators are clinical and
non-clinical staff that work alongside healthcare professionals. It is important for care coordinators to
receive training that is specific to the care coordination program being implemented.
It is also important for healthcare professionals who work with care coordinators to receive training. These
trainings can increase their familiarity of the care coordination program, the role of the care coordinator, and
acceptance of care coordinators by the medical team.
Care Coordinator Training Topics
Care coordinators are often trained on the job. Continued training and educational opportunities also help to
support care coordination staff and to expand and refine their skill sets. Training topics for care coordinators
- Collaborating with community organizations and partners
- Patient navigation
- Health literacy
- Communication and motivational interviewing
- Community resources and referrals
- Language and cultural competence
- Health education and chronic disease management
- HIPAA and confidentiality of patient information
- Data systems, evaluation forms, and methods for documentation
- Use of social media, if applicable to the program
- Home visiting and safety
Training on Resource Finding
One of the care coordinator’s roles may be to connect patients and families to resources. To do so, it is
important for care coordinators to have knowledge of available community resources. Training to familiarize care
coordinators with the resources available in the community may include dedicated time for “resource
the community, in which the care coordinators spend time identifying resources. Programs or community
organizations may maintain the resources in a central resource directory.
Safety training provides care coordinators with the knowledge necessary to safely and effectively complete their
jobs. Safety training is important for care coordinators conducting home visits to protect them from potentially
unsafe environments. For example, care coordinators may be required to travel in pairs when conducting home
visits in frontier, high-risk, or high-crime areas. Safety trainings for rural care coordination programs may
utilize police officers, rather than clinicians or administrators, to convey information to home visiting staff.
Care coordination programs may develop new trainings or tailor existing training materials. Examples of rural
care coordination trainings include:
Tiered trainings: One rural care coordination program in rural New Mexico developed a
three-level care coordination training program for CHWs. Level 1 focuses on core functions, core
competencies, the care coordination process, documentation, billing, and quality assurance. Level 2 is a
specialty training program about health education, transitions of care, transition services, and care for
special populations. Level 3 is an advanced training that focuses on chronic disease, motivational
interviewing, and crisis planning.
Community Capacitation Center in Multnomah County, Oregon: A capacitation center that
works with communities to build capacity around pressing issues. Capacitation centers can be important
partners in developing and holding trainings.
CHW Trainings: See Training
Materials in the Community Health Workers Toolkit.
Resources to Learn More
Coordinator Privacy and Confidentiality Documents
A confidentiality agreement form that can be used by the care coordinator.
Organization(s): Bi-State Primary Care Association
This website provides information on the certifying bodies recognized by the Aging Life Care Association (ALCA)
for certification requirements.
Organization(s): Aging Life Care Association
A Patient Navigation Manual
for Latino Audiences: The Redes En Acción Experience
This manual outlines the steps and provides the tools to help incorporate patient navigation for
Hispanic/Latino populations at an organization.
Organization(s): Institute for Health Promotion Research at The University of Texas Health
Science Center at San Antonio