Published on: January 12, 2026
A NABITA Tip of the Week by Matthew R. Caires, Ed.D., Dean of Students; Kate Emmerich, Ph.D., M.A., Case Manager, Re-entry Coordinator; and Allison Gidley, M.S., Case Manager, CARE Program, Montana State University
For some institutions, decentralized case management can effectively meet rising student needs. When well-coordinated, it broadens outreach, deepens collaboration, and creates multiple access points for support. Without intentional structure, however, it risks duplicative efforts, communication gaps, and unclear responsibilities.
At Montana State University (MSU), decentralized case management succeeds through consistent communication, clear referral pathways, and a shared philosophy of care. Below is an illustration of how independent case managers can operate as a unified, student-centered network.
Understanding Decentralized Case Management
Some institutions have stood up centralized case management offices or departments that span the entire student population, while other institutions have spread the case managers across campus, creating a decentralized system. The decision to implement a centralized or decentralized case management system will largely depend on resources, funding, and institutional culture.
In decentralized systems, case management functions within departments such as housing, student success, counseling, safety, and advising. MSU has a generalist case management team in the Dean of Students Office, with decentralized, specialized case managers across campus who each engage students within their own context while maintaining shared goals of retention, wellness, and safety.
At MSU, case managers are embedded in the Dean of Students Office, civil rights, academic advising, threat assessment, and student success programs, each contributing a piece of the care puzzle.
Recommendations for success:
- Define explicit scopes of responsibility. Clarify who manages which cases (e.g., academic distress, protected-class issues, mental health concerns, or safety threats) and document those distinctions in policy or procedure.
- Centralize data even when personnel are dispersed. Use shared platforms, such as Maxient or Guardian, to manage referrals and document interventions across teams.
- Meet regularly. Weekly or biweekly care meetings ensure case managers can share updates, coordinate outreach, and identify overlapping cases.
Building Effective Triage and Communication Systems
A successful decentralized model begins with clear triage. MSU’s system evolved from a single Student of Concern program. After NABITA training, we formed a Behavioral Intervention Team (BIT). As our campus community grew more familiar with our work, referrals from faculty, housing, and disability services increased, and our caseload grew significantly. This growth prompted us to develop a clear triage process to quickly connect students with the right level of care and the appropriate case manager.
MSU’s triage team includes representatives from the Dean of Students Office, the threat assessment team, and housing. They review each referral in Maxient and use the system’s ping function to quickly assign outreach. Students receive contact within 24 business hours, usually through a personalized email and text, to connect them to counseling, academic support, or safety resources.
Considering standardizing:
- A single entry point for referrals (e.g., an online report form or care portal).
- Tiered response timelines (e.g., within 24 hours for high-level concern, within 72 hours for moderate).
- Defined communication expectations with referring parties, letting faculty and staff know when and how they’ll receive follow-up.
Collaborating Across Campus Partners
Given that all case management is not the same, decentralization empowers specialized case management functions. Deliberate collaboration keeps decentralized systems cohesive. At MSU, decentralized case managers join weekly meetings to coordinate outreach and share updates.
Our roles:
- The civil rights case manager supports students affected by discrimination or harassment.
- The threat assessment case manager, based in University Police, addresses safety planning and risk monitoring.
- The student success case manager focuses on academic alerts and resource connections.
- The pre-university studies case manager assists first-generation and provisionally admitted students.
To sustain collaboration:
- Map out decentralized roles and how each connects to the care or BIT process.
- Provide shared training in motivational interviewing, trauma-informed response, and FERPA-compliant information sharing.
- Recognize campus partners publicly for their contributions.
Sustainability and Funding
Funding decentralized case management can be challenging, particularly at public institutions with limited state support. MSU found an innovative solution: private fundraising through a parent philanthropy program. Over five years, the Dean of Students Office has raised millions in private gifts to support case management salaries, emergency funds, and professional development.
Suggestions:
- Explore alternative funding streams, such as parent giving programs, foundation grants, or partnerships with advancement offices.
- Track and share outcomes to show how case management improves retention, reduces crisis incidents, and enhances campus safety.
- Advocate for institutional investment, especially once data demonstrate measurable student success outcomes.
Key Takeaways
Effective decentralization depends on communication, coordination, and shared purpose.
- Define roles clearly.
- Centralize communication and documentation.
- Meet regularly.
- Invest in training and shared tools.
- Secure sustainable funding.
Learn More with NABITA
NABITA offers training and certification courses to strengthen behavioral intervention and case management systems.
We recommend starting with: Case Management Standards and Best Practices and Behavioral Intervention Team Standards and Best Practices. Join NABITA today to access member-only resources and upcoming events that support safer, more connected campus communities.