Sometimes a provider stops being the right fit. Staff turn over every few weeks, calls go unanswered, your family member seems unhappy, or the provider tells you it can no longer serve them. If your family member is on a Minnesota disability waiver such as CADI, you are not stuck. Changing providers is a normal part of the system, and the rules are on your side.
This guide walks through how a switch usually works and which rules protect your family member along the way. It draws on the Minnesota Department of Human Services (DHS) Community-Based Services Manual page on waiver case management and Minnesota Statutes chapter 245D. Every county works a little differently and rules change, so confirm each step with your county or tribal case manager.
The choice of provider belongs to your family member
Minnesota law builds the waiver system around informed choice. Under Minn. Stat. § 256B.4905, informed choice is a choice that people with disabilities make about the services and supports that best meet their needs and preferences, with support from family or a legal representative.
The DHS case-management manual turns that into concrete duties. The support plan must identify the person's "options and choices of services and providers." The case manager must make sure the person knows about their right to informed choice for all services. When a person asks for a new case manager or provider, the lead agency "must engage collaboratively with the person to discuss the available options" (DHS CBSM).
You don't need a reason that satisfies anyone else. "This isn't working for us" is enough to start the conversation.
Step 1: Call (or email) the case manager first
The county or tribal case manager coordinates your family member's waiver services and support plan, so they are the person who makes a switch happen. A new provider can't simply start billing the waiver on its own; the change has to go through the support plan.
When you reach out:
- Put it in writing. An email is fine. Say that you want to explore other providers and ask what the next steps are.
- Say what isn't working. You don't have to justify the request, but specifics help the case manager find a better match: staffing, communication, location, a specific need not being met.
- Ask for a list of options. The case manager should give you complete and accurate information about the available options (DHS CBSM).
If you don't know who the case manager is, call your county's disability services intake line and ask.
Step 2: Line up the new provider before leaving the old one
The most common mistake families make is ending services first and searching second. Because of staffing shortages, a provider may not have an opening right away, especially for residential services. Keep the current services in place until the new provider has confirmed:
- that it is licensed for the specific service your family member needs (a 245D license covers specific services);
- that it actually has an opening, and when;
- that it serves your county.
You can check a provider's license status on the DHS Licensing Information Lookup. Our guide to questions to ask a 245D provider before placement has a full checklist for interviewing a new provider. It works just as well the second time around.
Step 3: Ask for a coordinated transfer
Minnesota's 245D rights statute gives the person receiving services the right to "a coordinated transfer to ensure continuity of care when there will be a change in the provider" (Minn. Stat. § 245D.04, subd. 2).
In practice, a good transfer means:
- the case manager updates the support plan with the new provider and a start date;
- the old and new providers share the information the new team needs (with the proper releases signed): medications, routines, health needs, and what helps on hard days;
- there is a planned last day and a planned first day, with no gap in between;
- for a move to a new home, your family member gets a chance to visit before moving if possible.
Ask the case manager directly: "What is the transition plan, and who is responsible for each piece?"
If the provider is ending services
Sometimes the switch isn't your idea. A 245D provider can't simply stop serving someone without notice. Under Minn. Stat. § 245D.10, subd. 3a, a provider that terminates services must:
- have a written service-termination policy that promotes continuity of care, and terminate only for the reasons the statute lists;
- document its efforts to avoid termination first, including consulting the person's support team;
- give written notice to the person (or legal representative) and the case manager. The notice must state the reason, the right to appeal under § 256.045, and the right to seek a temporary stay order;
- give the notice at least 30 days before termination for most services, 60 days for intensive supports and services, and 90 days in one specific circumstance listed in the statute;
- during the notice period, work with the support team to develop reasonable alternatives.
Use that notice period. Call the case manager the day you receive the notice and start Step 2 immediately.
Temporary suspension is different. A provider can suspend services right away only in narrow situations, such as imminent risk of physical harm, medical needs beyond what the provider can meet, or nonpayment (§ 245D.10, subd. 3). Once the support team finds the person no longer poses an imminent risk of physical harm, the statute says the person may return to services.
Appealing a decision
If you disagree with a termination, or with a county decision about services, you can request a state fair hearing. Generally the request must be made within 30 days of receiving written notice of the action. That can extend to 90 days if you show good cause for the delay (Minn. Stat. § 256.045, subd. 3). The notice you receive should explain how to appeal. Deadlines matter here, so if you are unsure, contact the case manager or a legal aid organization quickly.
Switching case managers, not providers
Sometimes the problem is the case manager, not the provider. DHS says each person has choice, "including choice of case management," and the lead agency handles that request the same collaborative way (DHS CBSM). Ask the county how to request a different case manager. Our guide to what a CADI case manager does explains what you can expect from that role.
When a switch isn't the answer
Not every problem needs a new provider. Before you switch, it can be worth asking:
- Is the support plan out of date? If needs have changed, the plan and the funded hours may need to change. A reassessment may fix more than a new provider would. Our guide to MnCHOICES assessments explains how that works.
- Have you used the provider's grievance process? Every 245D provider must have one, and a specific complaint sometimes gets a specific fix.
- Is it a safety issue? If you suspect abuse, neglect or financial exploitation of a vulnerable adult, don't wait for a provider change. Report it to the Minnesota Adult Abuse Reporting Center (MAARC) at 1-844-880-1574, 24 hours a day (Minnesota DHS).
A note on changing rules
Minnesota is redesigning its disability waivers (the "Waiver Reimagine" project), and DHS has said the new program will not launch on its original January 1, 2027 date (DHS Waiver Reimagine). The right to informed choice isn't going away, but program names and processes may shift. Your case manager will have the current version.
A quick checklist
- Email the case manager: "We'd like to explore other providers."
- Get a list of options and interview two or three providers.
- Confirm license, opening date and county coverage before ending anything.
- Ask for a written transition plan with a last day and a first day.
- Keep copies of every notice, and note appeal deadlines (generally 30 days).
Thinking about a new provider?
Midway Homes Adult Care LLC is a Minnesota 245D-licensed provider serving Ramsey, Hennepin, Dakota, Scott, Washington, Chisago and Pine counties. If your family member's current services aren't working, we're happy to talk through whether we're a good fit. That includes working with your case manager on a transition with no gap in care. For more background, see our family guide to HCBS services in St. Paul.
Call 612-416-8555 for a free assessment. If another provider turns out to be the better fit, we'll tell you.