Social Care Networks Messaging
The Situation Report | April 28, 2025
On January 1, 2025, New York State launched a new program to expand access to social care services for Medicaid Members to support their health. Social Care Networks (SCN) will help identify Medicaid Members’ unmet health-related social needs (HRSN) and connect them to social care services. Starting December 1, 2024, health plans were mandated to issue Member notices of benefit changes, and began to receive Member questions about the SCN program.
The Department of Health issued this document intended to guide Member-facing staff in responding to these questions. It is focused on inquiries that may come up throughout implementation of the program.
For more information about the program, visit the NYSDOH SCN webpage. HCANYS has also been reaching out the SCNs to create an educational and networking opportunity for SCNs and home and community based services to explore mutual opportunities and strengths for collaboration. Stay tuned to HCANYS communications for more information on these efforts and offerings soon.
Key messages for health plan members
Explain what a Social Care Network is
•“Social Care Networks are local organizations that will help connect eligible New York Medicaid Members to social care services such as nutrition, housing, and transportation.”
•“There will be a Social Care Network in your Region, that services your community.”
•“This is a new program as of 2025.”
Reassure Members this program does not change their existing plan benefits
•“This program does not involve changes to your existing health plan benefits, nor will it interrupt any services you are currently getting.”
•“However, depending on your health conditions and other needs, you may receive additional services through this program.”
•“If you are receiving any of these services already, you may not be able to receive these services through the Social Care Network.”
Connect Members with existing benefits and services, as you would normally
•“I can connect you with existing health plan benefits and services.”
•“You can also receive a referral to one of our local community partners, and/or to an existing public program (e.g., SNAP, WIC) based on your needs” – note: only connect with Members with community/public programs if this is an established procedure for the member services team.
Share where Members can learn more
•“I am happy to share the name and contact information of the Social Care Network in your community.
•“You can learn more about the program by calling the Social Care Network in your community [insert name and phone number] or by visiting their website [insert website] or you may also visit the New York State Dept. of Health website.”
Share where/how Members can be screened and navigated
•“The SCN will conduct screening and an eligibility assessment prior to connecting you to the services for which you qualify.” OR
•When the MCO is designated by the SCN to conduct screening and/or an eligibility assessment, “I am happy to connect you to a Social Care Navigator within the MCO to assist with screening and/or an eligibility assessment prior to connecting you to the services for which you qualify.”