CCM Member and CCM Family Quarterly Call with MassHealth – May 4th, 2026
Dear CCM members and CCM families,
MassHealth will be hosting a quarterly call with CCM members and CCM families to discuss updates on all CSN service deliveries and to give CCM members and CCM families the chance to provide feedback about CSN services.
When and where: The call will take place on Monday, May 4th from 5pm to 6:30pm on Zoom.
Agenda:
Monday, May 4th, 2026
5:00 – 5:30 pm
- Updates on all CSN Service Delivery Enhancements
5:30 – 6:00 pm
- MassHealth would like to spend the rest of the call hearing feedback from CCM members and families.
This call will take place on Zoom and will have Spanish interpreter services. Please use the Zoom information from the original email to join the call. We look forward to having you join us!
Sincerely,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
CCM member and family video testimonials
Dear CCM Member and Family,
In collaboration with nursing schools across the state, MassHealth is providing information to prospective nurses about Continuous Skilled Nursing (CSN) and the career opportunities available providing complex homecare. The intent of these presentations is to encourage nurses to join the CSN workforce.
CCM member and family voices are important to share with prospective CSN nurses. These stories illustrate how fulfilling and impactful it is being a CSN nurse. Nursing students consistently state the most impactful messages come from CCM families.
MassHealth wants to create a series of CCM member and family video testimonials to represent your voices in this outreach, in addition to having live participation of a parent when a parent is available. MassHealth’s CSN team will manage this effort. These video testimonials will be recorded virtually. They will be approximately 5-10 minutes long. We will use these to share the experiences of those who receive CSN services with prospective CSN nurses.
If you want to participate, you get to decide how you would like to share your story. Here are some ideas of how you may choose to record your experience with receiving CSN services.
- You can choose a standard interview, where you are asked a series of questions. Your responses will be recorded and edited together into a short video.
- You can choose a conversational interview. You and another person, such as your nurse and/or a CCM member, will be recorded having a conversation. This will be guided by a predetermined script.
- You can choose a joint interview. You and another person conduct separate but related interviews. These will be compiled together into one video.
- You can choose a self-paced presentation. This will include your experience receiving care, or caring for another person receiving CSN services.
We are flexible on the timing and time commitment for this project. If you want to participate but aren’t available now, we can schedule time with you to create a video testimonial of your experience when you are available. If you’re not sure how you would like to create a video testimonial, MassHealth will collaborate with you to determine a format.
If you want to participate, please reach out to Annie Kazarnovsky at anne.kazarnovsky@mass.gov by April 3rd, 2026.
Updated Supervision Requirements for CCA Services
Dear CCM members and families,
MassHealth recently updated the supervision requirements for complex care assistant (CCA) services. These changes include the following.
- No longer requiring Continuous Skilled Nursing (CSN) agencies to conduct a biweekly supervisory visit
- No longer requiring CCA(s) to be present during the 60-day supervisory on-site visit
- Allowing CSN agencies to have agency LPNs provide CCA supervision
These updates were explained in Continuous Skilled Nursing Agency Bulletin 26, issued in February of 2026.
Please note that CSN agencies must still complete a 12-month evaluation to review the member-specific enhanced care tasks the CCA performs. If needed, new training will be provided to CCAs.
If you have any questions, please reach out to your CCM clinical manager.
Best,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
CCM Nurse Directory Survey and The Value of Using It
Hello CCM Members and Families,
Ever wonder what happens to your CCM Nurse Directory survey feedback?
It goes straight to our team — and gets reviewed during our product planning sessions.
Real feedback now = Real improvements in the future.
You’re not just filling out a form — you’re shaping the future of The CCM Nurse Directory.
We also know that most of you love using the Directory on your mobile, and we’re all for it.
You can take the survey anytime you are accessing the CCM Nurse Directory through the survey at the “Give Your Feedback” tab on the screen.
Additionally, if you are accessing the directory on your desktop, you will occasionally see a pop-up survey appearing that you can choose to complete immediately or at the end of visit.
Thanks again!
Christina I. Andrianopoulos, MBA
Special Projects and Operations Manager-CSN Program
MassHealth Office of Long-Term Services & Supports
Summary of CCM Quarterly Call January 29th, 2026
Dear CCM Members and CCM Families,
MassHealth hosted a CCM Member and CCM Family Quarterly Calls on January 29th. The materials from the call has been posted to the CCM member webpage at CCM Member and Family Stakeholder Calls.
The materials include:
- The PowerPoint slide presentation describing CSN Service Delivery Initiatives that MassHealth is working on.
- A live recording of MassHealth providing an overview of the CSN Service Delivery updates.
A Meeting Summary, which summarizes feedback from participants and OLTSS responses to participant questions, will be posted at a later date and shared with families at that time.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Email: anne.kazarnovsky@mass.gov
Ending DME Office Hours Series
Dear CCM members and CCM families,
As of February 1, 2026, regular office hours for CCM families will end, and will only be held as needed for escalated concerns. Families are encouraged to reach out to their CCM clinical managers with concerns or issues. CCM will escalate those issues, as needed, to MassHealth. Please note that CCM members and families may continue to use the dedicated email address: dmeposprogram@mass.gov.
Sincerely,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
Take a CCM Nurse Directory Survey Today!
Hello CCM Members and Families,
Here’s something cool —
Because of CCM Nurse Directory survey feedback, we recently:
- Added the ability to hide a member from a provider’s search results
- Added an overnight indicator next to shifts
- Added per diem as option for shift preferences
We’re serious about using your input to make things better.
Give it a go next time you visit!
You can take the survey anytime you are accessing the CCM Nurse Directory through the survey at the “Give Your Feedback” tab on the screen.
Additionally, if you are accessing the directory on your desktop, you will occasionally see a pop-up survey appearing that you can choose to complete immediately or at the end of visit.
Cheers,
Christina I. Andrianopoulos, MBA
Special Projects and Operations Manager-CSN Program
MassHealth Office of Long-Term Services & Supports
CCM Member and CCM Family Quarterly Call with MassHealth – January 2026
Dear CCM members and CCM families,
MassHealth will be hosting a quarterly call with CCM members and CCM families to discuss updates on all CSN service deliveries and to give CCM members and CCM families the chance to provide feedback about continuous skilled nursing (CSN) services. The first portion of the call will be dedicated to discussing the complex care assistant (CCA) program, including current program requirements and proposed changes. Staff from different pediatric palliative care clinics will be joining the call to hear about the CCA program.
When
- Thursday, January 29, 2026, from 1:00 – 2:30 p.m.
Where
- The call will occur via Zoom and will have Spanish interpreter services. Please use the information in the original email to join the call.
Agenda
1:00 – 1:30 p.m.
- Overview of the CCA Program and proposed changes
1:30 – 2:00 p.m.
- MassHealth will respond to question and comments about the CCA program
2:00 – 2:10 p.m.
- MassHealth will provide any other updates on CSN services
2:10 – 2:30 p.m.
- MassHealth would like to spend the rest of the call hearing feedback from CCM members and families.
We look forward to having you join us!
Sincerely,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
Take a CCM Nurse Directory Survey Today!
Hello CCM Members and Families,
Sharing feedback on the CCM Nurse Directory survey will help us improve your experience through future updates. We know you're busy. That’s why our CCM Nurse Directory survey takes less than 2 minutes to complete.
Give it a go next time it pops up!
You can take the survey anytime you are accessing the CCM Nurse Directory through the survey at the “Give Your Feedback” tab on the screen.
Additionally, if you are accessing the directory on your desktop, you will occasionally see a pop-up survey appearing that you can choose to complete immediately or at the end of the visit.
Thanks for shaping future enhancements to the CCM Nurse Directory.
Christina I. Andrianopoulos, MBA
Special Projects and Operations Manager-CSN Program
MassHealth Office of Long-Term Services & Supports
Summary from CCM Quarterly Call October 9, 2025
Dear CCM Members and CCM Families,
MassHealth hosted a CCM Member and CCM family quarterly call on October 9. We posted the slides and a live recording of MassHealth providing an overview of the presentation and emailed them to families on October 10. The summary of feedback and questions from participants has now also been posted to the CCM member webpage at CCM Member and Family Stakeholder Calls.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
MassHealth Listening Sessions on PCA Program Changes
Dear CCM Members and Families,
MassHealth is hosting two public listening sessions where they will be discussing upcoming changes to the PCA program.
The sessions will be held on:
- When: Monday, November 17, 2025
- Time: 2:00pm – 4pm
- Topic: PCA Public Information Session 1
- When: Friday, November 21, 2025
- Time: 2:00pm – 4pm
- Topic: PCA Public Information Session 2
The Zoom information can be found at the Events page on Mass.gov. Information about upcoming changes to the PCA program will also be shared with all PCA consumers in a member communication in the coming weeks.
If you have questions, please contact your CCM clinical manager.
Best,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Take a CCM Nurse Directory Survey Today!
Hello CCM Members and Families,
Sharing feedback on the CCM Nurse Directory survey helps CCM improve your experience.
Your input will drive future directory improvements --Whether it’s fixing issues, adding new features, or simplifying what’s already there.
It’s quick, easy, and will help us make your experience even better.
You can take the survey anytime you are accessing the CCM Nurse Directory through the survey at the “Give Your Feedback” tab on the screen.
Additionally, if you are accessing the directory on your desktop, you will occasionally see a pop-up survey appearing that you can choose t o complete immediately or at the end of the visit.
Your voice matters - and we're listening.
Thank you,
Christina I. Andrianopoulos, MBA
Special Projects and Operations Manager-CSN Program
MassHealth Office of Long-Term Services & Supports
Notice to CSN Agencies about Charging Families for Hiring Nurses
Dear CCM Members and Families,
A CSN agency must not charge a fee to a family if they hire a nurse who worked for the agency in the past. This includes “No Hire” contracts, “Liquidated Damages” agreements, or contracts with similar titles. MassHealth just notified agencies about this directive through a provider bulletin. The bulletin can be viewed at CCM Related Provider Bulletins | Mass.gov.
If your family was required to sign a contract or agreement about this issue, that contract is no longer valid. If you are asked to sign a similar agreement or if an agency tries to enforce a contract you signed in the past, please let your CCM clinical manager know. CCM will alert MassHealth and MassHealth will contact the agency.
If you have questions, please contact your CCM clinical manager.
Best,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Email: anne.kazarnovsky@mass.gov
Summary of CCM Quarterly Call October 9th, 2025
Dear CCM Members and CCM Families,
MassHealth hosted a CCM Member and CCM Family Quarterly Calls on October 9th The materials from those two calls have been posted to the CCM member webpage at CCM Member and Family Stakeholder Calls.
The materials include:
- The PowerPoint slide presentation describing CSN Service Delivery Initiatives that MassHealth is working on.
- A live recording of MassHealth providing an overview of the CSN Service Delivery updates.
A Meeting Summary, which summarizes feedback from participants and OLTSS responses to participant questions, will be posted at a later date and shared with families at that time.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Email: anne.kazarnovsky@mass.gov
CCM Member and CCM Family Quarterly Call with MassHealth – October 2025
Dear CCM members and CCM families,
MassHealth will be hosting a quarterly call with CCM members and CCM families to discuss updates on all CSN service deliveries and to give CCM members and CCM families the chance to provide feedback about CSN services.
When and where: The call will take place on Thursday, October 9th from 1:30 – 3:00 pm on Zoom.
Agenda:
Thursday, October 9th, 2025
1:30 – 2:00 pm
- Updates on all CSN Service Delivery Enhancements
2:00 – 3:00 pm
- MassHealth would like to spend the rest of the call hearing feedback from CCM members and families.
This call will take place on Zoom and will have Spanish interpreter services. Please use the Zoom information from the original email to join the call. We look forward to having you join us!
Sincerely,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
CCM Clinical Manager Transfers
Dear CCM Members and Families,
We recently let you know that the MassHealth Community Case Management (CCM) program was changing its annual assessment policy for adult CCM members. This change started July 1, 2025. As of July 1, CCM members who are 18 or older need to complete their assessment with their clinical manager every two years, instead of every year. Because of this change, CCM also needs to adjust clinical managers’ caseloads to more evenly divide the work it takes to assess members.
Because of these caseload adjustments, many members will be transferred to a different CCM clinical manager. These transfers will take place over the next several months. If your clinical manager is changing, CCM will make every effort to let you know. We will also try to make sure your current clinical manager introduces you to your new clinical manager. Your new clinical manager will also contact you to introduce themselves, discuss your communication preferences, and explain what to expect going forward.
Some CCM clinical managers have recently left CCM. If your clinical manager no longer works at CCM, you will find out about your transfer directly from your new clinical manager. We understand that this may feel very abrupt. We are working closely with clinical managers to make these transitions happen as smoothly as possible. We encourage members and their families to call (800) 863-6068 or email us at commcase@umassmed.edu with any questions.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth OLTSS
Summary and Recording from CCM Quarterly Call June 12, 2025
Dear CCM Members and CCM Families,
July 16th, 2025
MassHealth hosted a CCM Member and CCM family quarterly call on June 12. We posted the slides from that call and emailed them to families on June 18. A live recording of MassHealth providing an overview of the presentation, as well as the summary of feedback and questions from participants, has now also been posted to the CCM member webpage at CCM Member and Family Stakeholder Calls.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
| Date published: | January 31, 2023 |
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