Cross-System Coordinator Resource Guide

📋 Cross-System Coordinator Role Overview

Position Summary

The Cross-System Coordinator function is an agency-wide consultative role that supports all Case Managers in navigating complex multi-system requirements. This function represents approximately 20-30% of a staff member's workload (typically 8-10 hours weekly) and serves the entire agency regardless of census.

Primary Purpose: To serve as the agency's subject matter expert on all child-serving systems, providing guidance and recommendations to fellow Case Managers while maintaining a reduced personal caseload, ensuring effective service coordination and TBRI® implementation across multiple systems.

Key Responsibilities

System Expertise (40%)

Maintain knowledge of all systems
Create navigation guides
Stay current on changes
Develop decision trees

Case Consultation (30%)

On-demand support
Complex case review
Strategy recommendations
TBRI® advocacy

Quality Monitoring (20%)

Review system reports
Identify patterns
Track effectiveness
Recommend improvements

Training & Capacity (10%)

Monthly staff training
Create job aids
Orient new staff
Share best practices

First Week Quick Start

Complete 16-hour Cross-System Coordinator training curriculum

Review T3C Blueprint cross-system coordination requirements

Map all major service systems used by agency

Create initial system contact directory

Set consultation hours schedule

Review recent complex cases for patterns

⏱️ Time Allocation Guidelines

Daily (1.5-2 hours)

Case Manager consultations
System barrier troubleshooting
Quick reference updates

Weekly (4-6 hours)

Review system-generated alerts
Pattern analysis
Resource development
Team consultation meetings

Monthly (8-10 hours)

Staff training delivery
System guide updates
Comprehensive pattern report
Cross-system partner meetings

🗺️ System Navigation Matrix

Quick Tip: Use this matrix to quickly identify which systems are involved for different service needs and common coordination challenges.

System	Primary Contact	Common Services	Typical Barriers	TBRI Considerations
STAR Health	Service Management 1-866-912-6283	• Medical care • Behavioral health • Therapy services • Medications	• Prior authorizations • Provider availability • Service denials	• Trauma-informed providers • Sensory accommodations • Transition planning
Education System	District Foster Liaison [Local contacts]	• Enrollment • Special education • Transportation • Extracurriculars	• Records delays • IEP compliance • Discipline issues	• Felt safety needs • Regulation strategies • Environmental mods
Courts/Legal	Court Coordinator [County specific]	• Hearings • Legal representation • CASA coordination • Orders	• Scheduling conflicts • Documentation • Communication gaps	• Court preparation • Youth voice • Support persons
Mental Health	LMHA/LBHA [Regional contact]	• Crisis intervention • Assessments • Specialized therapy • Psychiatric care	• Waitlists • Eligibility criteria • Service gaps	• Trust building time • Consistent providers • Family involvement
Juvenile Justice	JPO Supervisor [County office]	• Probation • Court programs • Restitution • Services	• Dual involvement • Conflicting requirements • Communication	• Behavior vs trauma • Advocacy needs • Support strategies

🔄 System Integration Strategies

Multi-System Coordination Checklist

When Multiple Systems Are Involved:

Identify all active systems for the child

Map potential conflicts between system requirements

Establish primary point of contact for each system

Create communication protocol between systems

Document TBRI needs across all systems

Schedule regular coordination meetings

Monitor for service duplication or gaps

Common System Intersections

Education + Mental Health

School-based therapy coordination
Behavioral intervention plans
Medication management at school
IEP and treatment plan alignment

Medical + Court

Psychotropic medication consents
Medical appointments vs court dates
Documentation for hearings
Expert testimony coordination

Juvenile Justice + All Systems

Probation requirements vs treatment
School attendance mandates
Service hour conflicts
Multi-system case staffings

🛠️ Essential Tools & Templates

System Navigation Tools

System Barrier Log

Track recurring barriers and successful resolutions

Multi-System Case Map

Visual tool for complex cases with 3+ systems

Consultation Request Form

Structured format for case manager consultations

Quick Reference Guides

Create and Maintain:

STAR Health Navigation: Prior auth process, covered services, appeals
Education Rights: Enrollment laws, special ed timelines, discipline protections
Court Procedures: Filing requirements, hearing types, documentation needs
Crisis Response: System-specific crisis protocols and contacts
Eligibility Criteria: Quick reference for all major programs

Decision Support Tools

Service Denial Response

Document denial reason and date
Review eligibility criteria
Identify appeal process
Gather supporting documentation
File appeal within timeline
Identify alternative resources

System Conflict Resolution

Map conflicting requirements
Identify decision makers
Document child's best interest
Propose compromise solution
Escalate if needed
Document resolution

📊 Data Collection Tools

Remember: Automated systems handle routine reporting. Focus on pattern identification and strategic analysis.

Pattern Tracking Categories

Barrier Types

Eligibility issues
Service denials
Communication gaps
Timeline conflicts
Documentation problems

Resolution Methods

Direct advocacy
Supervisor involvement
Written appeals
Alternative resources
System workarounds

Impact Metrics

Time to resolution
Service access gained
Cost implications
Child outcomes
Replication potential

💬 Consultation Framework

Consultation Process

1. Initial Assessment (5-10 min)

Identify systems involved
Clarify the barrier or challenge
Assess urgency level
Review what's been tried

2. Strategy Development (10-15 min)

Reference similar resolved cases
Identify key contacts
Develop action plan
Consider TBRI implications

3. Follow-Up Plan (5 min)

Set check-in timeline
Document consultation
Note for pattern analysis
Schedule additional support if needed

Common Consultation Topics

Service Access Issues

Key Questions:

What specific service is needed?
What was the denial reason?
Are there alternative providers?
Is an appeal appropriate?

Multi-System Conflicts

Key Questions:

Which requirements conflict?
Who are decision makers?
What's in child's best interest?
Can we get exemption/modification?

Documentation Challenges

Key Questions:

What documentation is required?
Who can provide it?
What's the deadline?
Are there alternatives accepted?

Consultation Best Practices: Always document consultations for pattern analysis. Share successful strategies in team meetings. Update resource guides based on new solutions discovered.

🎯 TBRI-Informed System Advocacy

Advocating for TBRI Across Systems

Key Messaging Points

For Medical: "This child's trauma history affects their ability to tolerate medical procedures. Can we explore trauma-informed approaches?"
For Schools: "Traditional discipline escalates this child's trauma responses. Let's discuss preventive strategies."
For Courts: "This youth needs preparation time and a support person to participate meaningfully in hearings."
For Mental Health: "Building trust is essential before this child can engage in therapy. Can we start with shorter, play-based sessions?"

System Education Strategies

When Partners Need TBRI Education:

Share one-page TBRI overview specific to their system

Offer to co-present at their team meeting

Provide specific examples relevant to their work

Connect them with TBRI-trained providers in their field

Follow up with resources and support

📈 Pattern Analysis & Reporting

Monthly Pattern Review Process

Week 1: Data Collection

Review all consultation logs
Analyze system-generated alerts
Compile barrier reports
Note successful resolutions

Week 2: Pattern Identification

Group similar barriers
Identify recurring issues
Note systemic problems
Track resolution success rates

Week 3: Solution Development

Create new resources for common issues
Update decision trees
Develop training topics
Plan system-level advocacy

Week 4: Implementation

Share findings with team
Update resource library
Conduct targeted training
Begin system-level discussions

Pattern Categories to Track

Service Gaps

Unavailable services by type
Geographic gaps
Age-specific limitations
Diagnosis requirements

Process Barriers

Lengthy wait times
Complex applications
Documentation requirements
Communication delays

System Conflicts

Contradictory requirements
Scheduling impossibilities
Competing priorities
Jurisdictional issues

Quarterly Report Elements: Executive summary of patterns, Top 5 recurring barriers, Successful resolution strategies, Recommendations for system improvements, Training needs identified

📊 Impact Measurement

Metric	Target	Measurement Method	Frequency
Consultation Response Time	< 4 hours	Time from request to initial response	Monthly
Barrier Resolution Rate	> 80%	Resolved barriers / Total identified	Quarterly
Resource Utilization	> 90%	Staff using created resources	Quarterly
System Partner Satisfaction	> 4.0/5.0	Partner feedback surveys	Semi-annually
Training Effectiveness	> 85%	Post-training competency	Per training

📚 Training & Professional Development

Monthly "System Spotlight" Training Topics

Month 1: STAR Health Navigation

Prior authorization process
Covered services overview
Appeals and grievances
Service Management collaboration

Month 2: Education Rights & Advocacy

Enrollment requirements
Special education law basics
Discipline protections
Working with school liaisons

Month 3: Court System Navigation

Court types and purposes
Documentation requirements
Working with legal teams
Youth court participation

Essential Training Resources

Free Online Resources:

DFPS Training Portal - System-specific modules
Texas CASA Training - Court system navigation
NAMI Education - Mental health system basics
TCDD Resources - Disability services navigation

Professional Development Plan

Quarter 1 Focus: System Expertise

Complete system-specific trainings
Shadow partner agency meetings
Build contact network

Quarter 2 Focus: Consultation Skills

Consultation techniques training
Pattern analysis methods
Documentation best practices

Quarter 3 Focus: Training Delivery

Adult learning principles
Creating effective job aids
Facilitation skills

Quarter 4 Focus: Strategic Planning

Data analysis techniques
Report writing skills
System change strategies

🎓 Building Agency Capacity

Knowledge Transfer Strategies

Quick Reference Library

One-page system guides
Decision flowcharts
Contact directories
FAQ documents
Success story examples

Peer Learning Methods

Case consultation groups
Barrier resolution roundtables
System update briefings
Best practice sharing
Mentoring partnerships

Documentation Standards

Consultation logs
Resolution strategies
System changes
Training materials
Pattern reports

📞 Essential Contacts Directory

STAR Health Contacts

Service Management: 1-866-912-6283

Provider Relations: [Regional contact]

Prior Authorization: [Department contact]

Appeals Department: [Contact info]

24/7 Nurse Line: 1-866-912-6283

Education System Contacts

TEA Foster Care Specialist: [State contact]

Regional ESC Foster Liaison: [Regional contact]

Special Education Resolution: [Contact]

Enrollment Assistance: [Local contacts]

Mental Health System

LMHA/LBHA Main: [Regional authority]

Crisis Hotline: [24/7 number]

Intake Coordinator: [Contact]

YES Waiver Contact: [Regional contact]

Legal/Court System

Court Coordinator: [County specific]

CASA Program: [Local office]

Legal Aid: [Regional office]

Attorney Ad Litem Coordinator: [Contact]

Regional Resources Matrix

Service Type	Primary Agency	Contact Person	Phone/Email	Notes
Developmental Disabilities	[Local Authority]	[Name]	[Contact]	Intake M-F 8-5
Substance Abuse	[Provider Name]	[Name]	[Contact]	Youth programs available
Juvenile Justice	[County JPD]	[Supervisor]	[Contact]	Dual-status protocol
Housing Resources	[Agency]	[Coordinator]	[Contact]	Transitional living

Contact Management Tip: Update this directory monthly. Note any changes in personnel, procedures, or contact preferences. Share updates with all Case Managers immediately.

🔗 Quick Links Library

System Portals & Resources

DFPS Policy Handbooks STAR Health Portal TEA Foster Care Texas Register HHS Services Directory Child Care Locator 211 Texas Resources

Training & Development

DFPS Training TCU TBRI Resources NCTSN Learning SAMHSA Resources