COVID-19: Information for Participants and Families

Working with Your Case Manager During the COVID-19 Emergency


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DDD functions remain operational. Many DDD staff are working from alternative worksites to comply with the emergency orders. DDD will continue to ensure services are provided during the COVID-19 emergency.

Case managers are available during regular office hours Monday through Friday from 7:45 AM – 4:30 PM by telephone, email and video conferencing.

  • Case managers are available via telephone, email, or video conferencing. If you are a DDD participant, your case manager will contact you about your services. They will check to see if you need any changes in where or how your services are provided.
  • Case managers will work closely with providers. During the emergency, DDD and waiver providers have special permissions to communicate with you via email and other ways.  For example, case managers will continue to conduct ISP meetings and may set up the ISP meeting and other meetings via videoconferencing or telephone call.
  • Many case managers use a videoconferencing platform called Zoom. It is easy to use if you have a computer or a smartphone. Your case manager can help you. Here are instructions on how to join a video conferencing meeting with Zoom:
    How to Use Zoom for DDD meetings (YouTube Video)

Intake and Eligibility Services

DDD continues to process applications for DDD eligibility during the COVID-19 emergency.

Download our Intake Booklet to Apply for Services (PDF Format). If you leave a message at the DDD office listed in the booklet on page 16, someone will get back to you by the next business day whenever possible.

During this time, we encourage applicants to mail in requested documents for eligibility determination requested by our intake staff. Those addresses are also on page 16 of the Applying for Services booklet. During the time of the COVID-19 emergency, Intake Staff will conduct your intake interviews remotely by telephone or video conferencing. Intake Staff will provide you with instructions about video conferencing if you need them.

Our intake staff will answer any questions you may have about applying for DDD services or the status of your application. Please call (808) 733-1689 for assistance.

Hospital & Community Dental Services Branch

All Elective Dental Procedures Are Postponed and Extended Starting September 10, 2020 Until September 23, 2020.  Only Emergency/Urgent Dental Services Will Be Provided.

Due to the COVID-19 pandemic and Mayor Kirk Caldwell’s extension of the “Stay-at-home, Work-from-home” order, the Hospital & Community Dental Services Branch Clinics (HCDSB) are closed for all elective dental procedures from September 10, 2020 until September 23, 2020.  The clinics will still be open to provide emergency/urgent dental services.  This is subject to change based upon changes to guidelines or requirements.

While many things have changed, one thing has remained the same, our commitment to your health and safety. For emergencies, please call your dental clinic at:

  • Diamond Head Clinic – (808) 733-9270
  • Lanakila Clinic – (808) 832-5704
  • Leeward Clinic – (808) 453-6160
  • Windward Clinic – (808) 235-9125

If you have any questions or there is an urgent matter, please call the HCDSB Administrative Office at (808) 832-5710.

Thank you for your understanding and patience.  Take care and stay safe!

Dental Patient Care in the Era of COVID-19 – PDF Format

“Appendix K: Emergency Preparedness and Response”

1915(c) Home and Community Based Services

All states that operate 1915(c) waivers can apply for an Appendix K amendment during a declared national emergency. Appendix K activates flexibilities available under the Medicaid 1915(c) authority. It allows things such as providing services in different settings and in different ways such as telehealth.

Some facts about the Appendix K:

  • Hawaii’s application for Appendix K was approved by the Centers for Medicare and Medicaid Services on March 27, 2020
  • Approval is for one year or the end of the declared national emergency
  • The flexibilities in Appendix K are available for state’s use as needed but are not intended to be applied in all situations
  • Operational Guidelines will be updated as necessary and will be posted on this webpage.
  • All changes made to ISPs will revert services back to levels prior to COVID-19 impact; will not be subject to fair hearing and appeal requirements.

Consumer-Directed Option

The Consumer-Directed (CD) option gives participants an alternative to getting services from an agency. Participants serve as the employer of workers who provide certain Waiver services. A family member is usually able to help a participant by serving as an unpaid employer. The employer carries out the following duties:

  • Recruitment
  • Hiring
  • Training
  • Scheduling,
  • Supervision and making sure employee’s hours are correct,
  • Termination (if needed)
  • Budget Management

The DDD is implementing a faster process to enroll individuals in the CD option if they are impacted by the COVID-19 emergency and want to choose this option. The CD option can be very helpful for participants and families during the emergency. The expedited process will be in effect during the COVID-19 emergency. Most of the enrollment procedures can be quickly completed over the phone or by email. Expedited procedures will also be carried out to enroll employees into the CD payroll system. Please contact your case manager for more information.

Other Resources

Resources for Participants and Families