What to Do When Your Case Manager Doesn’t Respond (And How to Escalate Like a Pro)

Written By Maureen Welch

I’ll never forget the month I spent chasing my son’s case manager. Four emails. Three voicemails. Zero answers. Services nearly stalled. That’s when I realized: “Not waiting” doesn’t always mean passive waiting, it means escalating with intention and confidence.

If you’re stuck waiting on callbacks or untouched emails, you're not alone. And yes, there’s a better way.

That’s why I created Navigating Disabilities Colorado (NDC), to empower families with real strategies, templates, and guidance, especially when the system stalls.

Step 1: Document Everything Clearly

Start logging your outreach:

  • What you requested

  • When you contacted them (include dates and times)

  • How you reached out (email, phone, portal message)

Keeping a timeline shows that you’ve made reasonable efforts and can make your case stronger when you escalate.

Step 2: Escalate Internally (Before Going Statewide)

Each Case Management Agency (CMA) has an internal protocol. For example, Developmental Pathways outlines a 3-step escalation:

  1. Try your assigned case manager.

  2. If no response, email their supervisor (usually listed on the agency website).

  3. Still nothing? Call the Member and Family Liaison or use the agency’s main escalation email.

If you’re unsure what your CMA's process is, check their website or call the front desk and ask for the escalation contact for your region.

Step 3: Escalate to the State (When You’re Getting Nowhere)

If you’ve hit a wall, it’s time to involve the state. Colorado Medicaid offers a formal process for unresolved concerns:

This isn’t about being difficult, it’s about protecting your loved one’s access to services.

Step 4: Use a Professional but Direct Tone

You don’t need to be aggressive, but you do need to be clear and assertive. 

Use your subject line to reflect an urgent need with Urgent Emergency or Crisis.

Here’s a sample email that’s helped my clients get immediate responses:

Hi [Supervisor Name],

I’ve attempted to contact [Case Manager Name] multiple times since [date] regarding [brief summary of issue].

I’m concerned this delay may affect my child’s services and would appreciate your help connecting me with the right person to move forward.

Thank you,
[Your Name]

Want more help with language? You can grab my free Escalation Email Templates to plug-and-play responses depending on your situation.

Need One-on-One Help?

This is one of the most common frustrations I hear inside the NDC community. That’s why I created:

Your Next Step

Don’t let silence delay support.

✅ Download the free escalation templates
 ✅ Watch the YouTube breakdown
 ✅ Or book a private AMA consult

Because sometimes the system only moves when you do.

Maureen Welch
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