CFSS Talking Points & FAQ

Q&A Q: What is CFSS? A: Community First Services and Supports (CFSS) is Minnesota’s replacement for PCA and the Consumer Support Grant (CSG). It helps people who need help with daily living and health-related tasks live at home and choose how their supports are delivered. For official program details, see the DHS CFSS main page: https://mn.gov/dhs/people-we-serve/adults/services/community-first-services-supports/..

Internal Notes Use this answer for first-touch calls and chats. If caller wants policy detail (eligibility rules, timelines, tool calculators), move them to the “Eligibility & Next Steps” or “Models” articles below and share the DHS links.

Tags CFSS; Overview; First Contact; DHS link

Eligibility and Getting an Assessment

Purpose Help Hub staff quickly confirm eligibility pathways and next steps to get an assessment (MnCHOICES) or referral.

Q&A Q: Who can get CFSS and how do they start? A: People who live in the community and meet Medical Assistance or allowable program rules may be eligible. To start, request a MnCHOICES assessment: under 64 — contact your county or tribal nation; 64+ — contact your managed care organization (health plan). After assessment you’ll get the DHS “Information for people who use CFSS” (DHS-6893U) and a Notice of Action that lists eligible services. DHS CFSS main page: https://mn.gov/dhs/people-we-serve/adults/services/community-first-services-supports/..

Q: What if someone isn’t sure they have MA or the right program? A: Confirm insurance/program status first — ask whether they have Medical Assistance, an MA waiver, Alternative Care, or MinnesotaCare. If they’re unsure, refer to their county/tribal caseworker or their managed care organization to confirm enrollment and request an assessment.

Internal Notes Ask caller for three identifiers before doing any system lookups (BLU). If caller is 65+, redirect to their care coordinator/health plan for assessments on MSHO/MSC+ plans.

Tags Assessment; MnCHOICES; Eligibility; County referral

Consultation Services — What They Do and How to Find One

Purpose Give Hub staff a short script to explain Consultation Services, caller responsibilities, and what to do if providers don’t respond.

Q&A Q: What are Consultation Services and do I have to use one? A: Yes — everyone moving to CFSS must select a Consultation Services provider. They explain CFSS models, help write or review your Service Delivery Plan, and submit it to the lead agency for approval. You decide how much help you want from them. See DHS Consultation Services info: https://mn.gov/dhs/people-we-serve/adults/services/community-first-services-supports/..

Q: I can’t reach any Consultation Services providers — what should I do? A: Waitlists are common. Ask them to try phone, email, or other contact options, and to contact more than one provider on the Consultation Services list. While waiting, they can start drafting their Service Delivery Plan and view CFSS training resources on the DHS site.

Internal Notes If caller reports fraud or misconduct by a provider, advise reporting to DHS. For communication or non-response complaints, direct them to the provider’s leadership first; if unresolved, they can email DHS.CFSS@state.mn.us.

Tags Consultation Services; Provider Lists; Troubleshooting

Choosing Between Agency and Budget Models

Purpose Give Hub staff a clear, one-paragraph comparison and referral actions.

Q&A Q: What’s the difference between the Agency model and the Budget model? A: Agency model — an agency hires, trains, and supervises workers and handles administrative tasks. Budget model — the person (or their representative) hires, trains, and supervises workers and uses a Financial Management Services (FMS) provider for payroll and admin support. Consultation Services providers and DHS training videos explain how each works; see DHS CFSS models page: https://mn.gov/dhs/people-we-serve/adults/services/community-first-services-supports/..

Q: Who do I refer to for help deciding? A: Refer to Consultation Services providers for model education and to FMS providers for budget-model financial questions.

Internal Notes If caller wants calculators or model cost comparisons, direct them to DHS CFSS calculators on the DHS CFSS resources page.

Tags Models; Agency model; Budget model; FMS

Service Delivery Plans and Approvals

Purpose Equip Hub staff to explain the Service Delivery Plan steps and what triggers service start.

Q&A Q: How does a Service Delivery Plan get approved and when do services start? A: The person writes the plan (with Consultation Services help). The Consultation Services provider reviews and submits it to the lead agency. The lead agency approves or denies the plan. If approved, the lead agency issues a Service Authorization and services can begin on the approved start date. If denied, the person revises the plan with their Consultation Services provider and resubmits.

Q: What is a Service Authorization letter? A: It’s a mailed notice that shows the total CFSS units authorized (15-minute units) and service begin/end dates.

Internal Notes If caller asks about timelines or unit counts, refer them to their Service Authorization letter and to DHS resources linked on the CFSS main page.

Tags Service Delivery Plan; Authorization; Approval

Worker Enrollment, Training, and Background Checks

Purpose Give Hub staff concise steps callers must know to get workers enrolled and paid.

Q&A Q: What does a worker need before they can be paid for CFSS? A: Workers must complete updated PCA/CFSS training and pass the worker test, have a background study (NETStudy 2.0), and be enrolled with MHCP. After DHS processes enrollment, the worker receives a UMPI (Unique Minnesota Provider Identifier) so the agency or FMS can pay them. See DHS worker enrollment resources: https://mn.gov/dhs/people-we-serve/adults/services/community-first-services-supports/..

Q: If someone wants to hire a family member, what’s different? A: Hiring under the Budget model uses FMS support for payroll and background processes. Family members still must meet training and background requirements. Refer callers to Financial Management Services info on the DHS site.

Internal Notes If caller wants help finding training or test links, pull the DHS CFSS training and PCA/CFSS worker pages; if caller reports an enrollment delay, advise contacting the CFSS agency or FMS handling the worker’s enrollment.

Tags Workers; Training; NETStudy; UMPI; FMS

Troubleshooting Common Caller Scenarios

Purpose Give Hub staff short scripts and referral paths for the most common problems callers report.

Q&A Q: My reassessment happened but I haven’t started CFSS — what do I do? A: Ask where they are in the steps: Did they get the DHS-6893U packet? Have they contacted Consultation Services providers and chosen one? Did they notify their lead agency so a Consultation Services authorization can be entered? Help them contact their county/tribal nation or health plan to request the next action.

Q: I’m not getting calls back from providers or there’s a complaint about a Consultation Services provider — how should I proceed? A: Suggest contacting other Consultation Services providers on the DHS list and starting a draft Service Delivery Plan while they wait. For behavior or non-communication complaints, advise they raise the issue with the provider’s leadership; unresolved issues can be sent to DHS.CFSS@state.mn.us.

Q: I disagree with a lead agency decision — can I appeal? A: Yes. Inform the caller they have the right to appeal lead agency decisions and refer them to the DHS appeal/notice information on the CFSS page.

Internal Notes Use these troubleshooting prompts as flow-control when callers are stuck. For fraud concerns direct caller to DHS/OIG guidance found on the DHS website.

Tags Troubleshooting; Appeals; Complaints; Lead agency