Key Takeaways

• Families who chose not to participate in NC InCK care management expressed skepticism about the usefulness, legitimacy, and/or confidentiality of care management.  
  • Many of these families were unfamiliar with care management and made assumptions based on prior negative experiences with the healthcare system or other social services.
• Families who initially participated but then were lost to follow up often talked about competing priorities (work, childcare, life events, health challenges) that made it hard to keep up with regular scheduled care management phone calls during business hours. Texting was helpful to keep busy families connected. 
  • Others felt they hadn’t received services they expected to receive, like financial or housing assistance, because resources weren’t available or there were long wait lists
• Many families in both groups were interested in being reconnected to the program, either because they felt they had a better understanding of care management or because their needs had changed since the initial outreach.