CT Agency Suite for service plans

ISP management that surfaces expiring plans early.

Individual Service Plans with full lifecycle states, expiration alerts 60 days before they're a problem, and integrated e-signature for finalization. Plans connect to consumers, visits, and billing — not isolated in a separate tool.

Apply for early access How ISP management works

60 days: Default expiration alert window
E-signed: Built-in finalization
Connected: Consumer, visits, billing

What's tracked per plan

Lifecycle states the SC can act on

Every ISP has a lifecycle state. Drafts in progress, current plans in effect, expiring plans needing renewal, expired plans archived — all visible at a glance.

Lifecycle: draft, current, expiring, expired
Expiration alerts surfaced 60 days out
Integrated e-signature for finalization
Connected to consumer, visits, billing
Current plan is the source of truth (no per-edit revision history)

Lifecycle states

Aligned with how renewals work

60-day alerts

Renewals don't lapse

E-signature

Built into the platform

Connected

Consumer, visits, billing

Why this matters

Service plans don't live in isolation — they drive visits, authorizations, and billing.

An Individual Service Plan is the document that authorizes services, defines goals, and structures the consumer's care. When the plan lives in a separate document management system disconnected from visits and billing, every workflow that depends on the plan becomes a swivel-chair task: was this visit authorized by the current plan? Is the goal we're tracking still in the active plan? Did the renewal happen before the prior plan expired?

CT Agency Suite makes ISPs first-class objects connected to everything else. A plan has a lifecycle state — draft, current, expiring, expired — that the platform enforces. Expiring plans surface on the dashboard 60 days out so renewals don't lapse. The current plan is the source of truth; we don't track per-edit revision history (the renewal creates the new version, not a chain of edits).

Plans link to the consumer record, the visits that bill against them, and the e-signed final document. The SC has the plan in the context where the work happens — not in a separate document repository they have to swivel-chair to.

What integrated ISP management gives you

Lifecycle visibility — expiring plans surface 60 days out
Connected workflows — plan drives visits and billing
E-signed finalization — integrated signing, captured cleanly
Single source of truth — the current plan is what's in effect
Renewal-ready — new version replaces prior, no lapse

ISP management capabilities

What the suite handles for service plans.

Plan lifecycle states the SC can act on

Plans transition through draft, current, expiring (within 60 days), and expired. The platform enforces transitions, surfaces upcoming expirations on dashboards, and prevents accidental gaps in coverage.

Current plan as source of truth

The current plan is what's in effect for the consumer. Renewals create the new version of the plan; the prior plan archives. We don't track per-edit revision history — the system stays simple, and the SC always knows what's current.

60-day expiration alerts

Plans approaching expiration surface on the dashboard 60 days out by default (configurable per agency). Coordinators see what needs renewal; supervisors see team workload. Expirations stop being end-of-month surprises.

Connected to consumer, visits, and billing

Plans link to the consumer they belong to and the visits that bill against them. Asking 'is this visit authorized by the current plan?' is a one-click verification. (SCPA stays scoped to the biller, even though the plan-to-billing data linkage is preserved.)

Integrated e-signature for finalization

Finalize plans with built-in e-signature. Signers receive the plan via email, sign on any device, the signed PDF lands in the document store with retention rules. The signing event is captured cleanly.

Renewal workflow

Renewals create a new plan that becomes the current plan when finalized; the prior plan moves to archived state. No revision-history complexity — just a clean transition from one plan to the next.

What it looks like in practice

A few ways teams use this.

SC reviewing weekly workload

Monday morning, support coordinator opens the suite. Dashboard shows 3 plans expiring in the next 60 days for assigned consumers. Each one click into the consumer record, see current plan, draft the renewal. The week's renewal work is laid out by Monday at 9am instead of discovered by surprise on Friday at 4pm.

QA reviewing plan currency

QA pulls all consumers with plans expiring in the next 60 days, drills into each one, confirms renewals are in progress. Anything stuck gets escalated to the SC's supervisor. Plan expirations stop being end-of-month surprises.

Plan question during incident review

An incident report comes in. 'What plan is currently in effect?' The reviewer opens the consumer's record and sees the current plan, what's authorized, what the goals are. The investigation has the current facts.

Frequently asked

Common ISP management questions.

How are ISP lifecycle states defined?

Default lifecycle is draft, current, expiring (within 60 days of expiration), expired. The 60-day window is configurable per agency. The platform surfaces transitions on dashboards and enforces validity rules.

Does the platform track per-edit revision history of a plan?

No, intentionally. The current plan is the source of truth for the consumer. When a plan is renewed, a new plan replaces it; the prior plan archives. We don't track per-edit revision histories because in practice it adds complexity without serving the SC's day-to-day work. If you need to know what's in effect, the current plan tells you. If you need to know what came before, the archived prior plan tells you that.

What happens to visits and billing when a plan expires before renewal?

The platform flags visits that occur during a coverage gap and surfaces them in billing as needing review. Whether visits during a gap are billable depends on state-specific rules; the platform doesn't auto-bill them but makes the gap visible so billing can make the right call.

Can I customize the structure of an ISP for our specific program?

Yes. ISP structure (goals, services, sections) is configurable per agency. Defaults ship for common program types, but the structure adapts to your specific state's plan format. Configuration happens once during onboarding, then plans use that template.

How does e-signature work for plan finalization?

When a plan is ready to finalize, send it for signature via the integrated e-signature flow. Signers (consumer, guardian, agency representative, etc.) receive the plan via email, sign on any device, the signed PDF lands in the document store. The signing event is captured with timestamp and attribution.

How does ISP management connect to prior authorization (SCPA)?

SCPA is a billing concern, scoped to the biller. Plans drive what services are authorized; SCPA records reflect billable status downstream based on monthly MT upload (per the DDD Participant Search). The plan-to-billing linkage is preserved in the platform, but ISP work stays in the SC's view and SCPA stays in the biller's view — they don't bleed into each other.

Plans that don't fall through the cracks.

Apply for the CT Agency Suite early-access program. We'll walk through your current ISP workflow and map a migration plan.

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