Enhanced Care Management (ECM) Systems Design

This project was focused on building internal systems for delivering Enhanced Care Management (ECM), a new Medi-Cal benefit under California’s CalAIM initiative. I was hired as a contractor to lead the creation of care plan workflows, training systems, goal-setting guides, and program infrastructure.

I designed and implemented everything from scratch. That included care plan templates, staff-facing documentation, onboarding materials, client-facing education, and internal tools for goal-tracking, client communication, and documentation. I translated regulatory and clinical expectations into usable, human-centered formats for teams delivering care.

I also created a full ECM Training Manual, led workshops on effective client communication and goal setting, built scripts for discussing mental health and PHQ screenings, and developed slide decks and reference documents.

This work required understanding both sides: what the state expected in terms of outcomes, and what actual case workers needed in their day-to-day flow to make that happen. My approach emphasized usability, accessibility, and education, bringing together UX and health equity.