Revised February 4, 2025
All Illinois Department of Human Services Division of Substance Use Prevention and Recovery (IDHS/SUPR) residential (ASAM level 3.5) and Opioid Treatment Programs (OTP) licensed and funded programs are required to report in the Capacity Management (CapMan) system daily, per Attachment C in the provider Uniform Grant Agreement. You will also find language about Awardee requirements and compliance regarding CapMan in your organization's Grant Agreement. See Exhibit A - Project Description.
- CapMan is designed to ensure we are responsive to SUD treatment needs of Illinois residents and priority populations (e.g., pregnant women/people, women with dependent children) when there is a waiting list for services.
- Interim services must be provided to patients that are considered priority populations if they are on the organization's waiting list.
- CapMan also ensures compliance with Substance Use Prevention, Treatment, and Recovery Services Block Grant (SUPTRS BG) funding and reporting requirements.
Access the CapMan system through the Illinois Helpline. Use the Provider Portal Login at IL Helpline Provider Portal to update your organization's status.
Your designated program administrators will be able to set staff permissions. Your staff will have access only to your own program's information. Confidential information will not be accessible by any other program staff or by any Illinois Helpline staff. Staff who are responsible for current CapMan data entry and any supervisory staff should register through the provider portal.
Listed below are Frequently Asked Questions (FAQs), including questions related to common technical Issues. If the answer to your question/issue cannot be found on this page, please reach out to helplinesupport@hria.org.
Managing Your Residential Waitlist
1. Question: Who are priority populations and why are we maintaining this list?
- Please refer to Attachment C which is part of all Illinois Department of Human Services Substance Use Prevention and Recovery (IDHS/SUPR) agreements. Priority populations are a federal requirement of the Substance Abuse Block Grant funds, as well as IDHS/SUPR population specific priorities which are part of all IDHS/SUPR funded agreements. All residential treatment programs designated as Level 3.5 and Opioid Treatment Programs (OTPs) are required to maintain the CapMan system.
- NOTE: Per 45 CFR 96.131, programs which serve an injecting drug abuse population and who receive Block Grant funds shall give preference to treatment as follows: (1) Pregnant injecting drug users; (2) Pregnant substance abusers; (3) Injecting drug users; and (4) All others.
2. Question: Is it a requirement for an IDHS/SUPR funded organization to utilize the waitlist feature on CapMan?
- Yes, all IDHS/SUPR residential (ASAM Level 3.5) and Opioid Treatment Program (OTP) licensed and funded programs are expected to report in the CapMan system daily, as per Attachment C found in the provider Uniform Grant Agreement.
- The CapMan system is accessed through the Illinois Helpline, using the Provider Portal website at the Illinois Helpline. This is a federal requirement and may impact your funding associated with this requirement.
3. Question: Is the waitlist function optional if the organization already uses an internal process for waitlists?
- The CapMan system is not optional. It is a requirement per Attachment C and Exhibit A of all IDHS/SUPR funded awardees that provide Level 3.5 or OTP services.
4. Question: What if our organization does not have a waitlist?
- If there is no waitlist, then 0 (zero) will be reported. An organization must report in the CapMan system daily. Use of the CapMan system is not optional. It is a requirement per Attachment C and Exhibit A of all IDHS/SUPR funded awardees that provide Level 3.5 or OTP services.
5. Question: If we are sharing this information, how do we address confidentiality/HIPAA?
- The CapMan system complies with all necessary federal/state SUD confidentiality requirements, as well as HIPAA requirements.
6. Question: What if a client is on multiple waitlists? Will the CapMan system notify the other providers?
- The CapMan system will inform providers when a person with the same Renewable Identification Number (RIN) is admitted or removed from another provider's waitlist. The system will not provide any additional information.
- NOTE: Residential treatment program (Level 3.5) CapMan waitlists do not share or notify Opioid Treatment Program CapMan waitlists.
7. Question: If someone is on the waitlist and another provider removes them from THEIR list, do we remove them from ours? We won't remove the client from our list unless we speak with the client is that correct?
- Before removing a person from the waitlist, you must ensure that the client has follow-up from your organization and is no longer appropriate to maintain on your waitlist.
8. Question: If a client doesn't have a RIN number, how would we search for that client?
- The CapMan system is for clients who have been assessed in need of the services you provide and are ready to be admitted. An assumption of the system is that your organization does not have the capacity to admit a client at the time of placement in CapMan.
- An option has been provided for cases in which RIN numbers are pending. No services provided will be billable unless a client has a RIN. A client can be added to the waitlist or removed from the waitlist without a RIN, but their status cannot be changed to admitted in the CapMan until a RIN is entered. This should not stop the program from admitting the client for services; the program will just need to add the RIN into the CapMan when it is received. A client without a RIN only populates to your program's waitlist. You are not able to notify other providers and will not receive notifications about this client from other programs until a RIN is entered.
9. Question: Not all individuals who contact us requesting admission have a phone number for contact. What should we enter in this instance?
- The organization should only enter clients in the CapMan system that have been assessed as needing treatment and have been assigned a level of care. There is an option, see CapMan instructions pdf, for clients that do not have phone numbers.
10. Question: Is Monday-Friday ok for business hours? Even if we are open on the weekends?
- The CapMan system is a capacity management system which allows an organization to record capacity, as well as maintain a waitlist. If the organization provides services which impact capacity (admissions and discharges), CapMan is to be updated too. CapMan should be updated for each day the organization is open for business.
11. Question: If we do not have a static number of beds by funding sources, how should we define the total number of beds in our agency?
- Bed capacity is not a static number. The organization has the ability to adjust their bed capacity to ensure proper resource utilization. The capacity number of beds is how many beds are available on the specific day the system is updated.
12. Question: How long does an organization need to keep a client on the waitlist if the client never shows up for treatment? (This is a post assessment situation.)
- If the person has had an assessment and was placed in a level of care waiting list, our recommendation is that the organization create a policy regarding level of engagement and timeframe protocols. We further recommend that a person the organization could not engage be taken off the waitlist after 30 days.
13. Question: Our CapMan type is residential (Level 3.5). How do we add recovery home type?
14. Question: How do you add waitlists for recovery homes?
- Organizations can request waitlists to be added to their recovery home by using the Make a Request page within your Illinois Helpline account.
15. Question: Does admitted mean admitted to the waitlist and not admitted to the program?
- Admitted refers to when the person on the waitlist is admitted into treatment (and is being taken off the waitlist).
16. Question: Does an organization have to notify the client that their name is being added to CapMan?
- No, telling the patient is not a requirement, but it is best practice to let them know they are on a waitlist.
17. Question: Does every client that goes to residential need to go on a waitlist or only clients who are actually waiting for a bed?
- If there is an opening in 3.5 residential treatment services, an individual seeking services should not be placed on a waitlist. The waitlist is only intended for those NOT yet admitted to treatment.
18. Question: Should I add our FED clients when we have them in residential?
- Only IDHS/SUPR funded clients need to be added to the waitlist.
19. Question: Should an organization only add clients to their waitlist if they qualify for IDHS/SUPR funding OR add any client to their waitlist regardless of funding?
- Organizations only need to add clients to their waitlist that qualify for IDHS/SUPR funding.
20. Question: Does the Illinois Helpline offer transportation to those seeking services?
- No, the Helpline does not offer transportation to those seeking services.
Technical Assistance
1. Question: How can an organization report technical issues within the CapMan system? For example, the system changes the date of birth entered for a client by one day.
- These are considered IT issues and should be handled by notifying the Illinois Helpline. Submit a request through the Helpline Provider Portal at helplinesupport@hria.org
2. Question: Can more than one user share the same login credentials to the CapMan system?
- A provider can choose to either share a universal login or have individual logins. This is up to the discretion of the provider.
3. Question: Who do we call for technical assistance?
- Using your Provider Portal account, providers can reach out using the "Make a Request" tab.
- Providers can also send an email for further assistance to helplinesupport@hria.org.
- Please allow up to 72 hours for requests submitted via email or though the CapMan system.
- If issues are not resolved, please contact the IDHS/SUPR Help Desk at DoIT.SUPRHelp@illinois.gov.
