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The Division of Developmental Disabilities has long identified the need for an integrated case management system to standardize, centralize, and automate the service planning process for individuals receiving Medicaid Waiver and other services. The Division applied for funding from the Center for Medicare and Medicaid Services (CMS) for a case management system and was approved to procure and implement a web-based, commercial off-the-shelf (COTS) enterprise case management solution to support the lifecycle of consumer care including: information and referral; intake; assessment and reassessment; care planning and service authorization; service delivery and payment; case closure; and reporting. Additionally, the enterprise case management solution will support fraud, waste and abuse detection. In July of 2020, CMS approved the State’s vendor selection (FEI Systems) as the case management COTS solution. The new case management system, ConneXion, project kicked-off in August of 2020 and is anticipated go-live is November 2022.


The Division has been reviewing and researching case management solutions for several years to improve services to clients, enhance accountability, streamline processes for staff and provider network. This research included reviewing demos of vendors’ case management systems, contacting other states who have recently implemented new case management systems, and discussing federal funding opportunities with Department of Social Services (DSS), MO HealthNet Division and CMS. The Division received approval from CMS for federal funding (effective October 1, 2017) for the planning and procurement phase activities for the Case Management project. This included hiring a consultant to help write the Request for Proposal (RFP). An RFP was issued by the Office of Administration/Division of Purchasing in June 2019 to solicit a vendor to provide a Commercial Off-the-Shelf (COTS), web-based case management system solution in support of the 1915(c) Home and Community-Based Service (HCBS) Waiver programs for the Department of Mental Health. After a competitive bidding process that included detailed evaluations of vendors’ proposals and system demonstrations by the top ranked vendors, FEI Systems was awarded the contract. CMS approved the vendor contract selection and contract award on July 10, 2020.

The initial start-up/planning phase began in August 2020. The tentative implementation date is November 2022 with a October 2022 pilot to be completed prior to go-live. The Division project team and FEI are currently reviewing and updating a detailed project schedule; therefore, the implementation date is subject to change as the Division has submitted numerous contract change requests for approval and amendment to the contract that will increase scope, budget and potential timeline.

The official project Kick-off meeting was held on August 3, 2020 at the Department of Mental Health. Please find the presentation and the meeting minutes for reference and review.

Project Objectives and Anticipated Benefits
  • The high-level objectives for the new case management solution are listed in Table below.
    Project Objectives and Anticipated Benefits of Case Management Solution
    a. Improve efficiency and effectiveness of HCBS waiver programs that will lead to increased productivity and better customer service.
    b. Improve health outcomes for individuals with development disabilities through appropriate supports and services to enhance quality of life.
    c. Improve capability to prevent and reduce fraud, waste and abuse.
    d. Increase staff, client and provider satisfaction by providing on-line capabilities and automated processes.
    e. Improve access and services to clients through more consistent and efficient processes and automated workflows.
    f. Increased program transparency, accountability and reporting capabilities through more robust data collection/analytices and automated management tools
    g. Facilitate compliance with CMS waiver requirements including specific quality improvement performance measures.
    h. Facilitate efficient data interchange and effective communication among waiver stakeholders and partners.
  • The Division has summarized the key benefits from an enterprise case management solution:
    • Decrease processing time for ISP development and authorization,
    • Decrease the percentage of Individual Support Plans (ISP) finalized after the implementation date,
    • Improve ability to enforce rate methodology in ISPs finalized and service authorizations based on required assessments,
    • Provide online, real-time information for staff, providers and individuals/families on ISPs and services delivered,
    • Eliminate the need to route paper documentation to support case management processes,
    • Provide online, real-time dashboards and/or reports for supervisors, managers and Quality Assurance staff,
    • Reduce time needed to track and report quality improvement measures and increase accuracy of quality performance measures,
    • Provide online, real-time status of applications for DD services to individuals and their family/guardians and provide online, real-time status of contract enrollment applications to providers.
Project Team
  • Meet the Division’s Project Team:
  • For questions or concerns related to the project, please reach out to Toi Wilde, Project Director.
Project Owner Interest or role
Mark Stringer DMH Executive Sponsor
Phil Reed ITSD Executive Sponsor
Stakeholder Interest or role
Val Huhn DMH Business Sponsor
Jessica Bax DMH Business Sponsor
Wendy Witcig DMH Business Sponsor
Angie Brenner DMH Business Sponsor
Molly Boeckmann DMH Director of Administration
Tori Wilde DMH Project Director
Jan Heckemeyer DMH Project Management Support
Gary Schanzmeyer DMH Project Management Support
Cathy Solomon ITSD PM Oversight
Randy Lock ITSD Project Manager
Ken Fody FEI Systems Project Manager

ConneXion will support comprehensive case management from the initial inquiry for services to case closure, including: information and referral, intake, assessment and reassessment, care planning and service authorization, provider enrollment and management, service delivery and payment, case closure, quality assurance, and reporting. End users of ConneXion will include Division staff, service providers, and Targeted Case Management (TCM) providers. Individuals and their families or guardians will have limited access to the system via their own person portal.

  • In Scope
    • The case management solution will be utilized for the Division’s HCBS Waiver and other programs. In Fiscal Year 2018, 14,923 individuals with developmental disabilities received services through HCBS Waiver programs. Services are provided by over 600 contracted community service providers.
  • Out-of-Scope
    • The scope of the project does not include:
      • The Division’s state operated programs at habilitation centers, Northwest Community Services and Southwest Community Services are not included in this project.

Information on detailed contract requirements and FEI’s proposal:

End users of ConneXion will include Division staff, service providers, and Targeted Case Management (TCM) providers. Individuals and their families or guardians will have limited access to the system via their own portal.

The Division completed its review on 32 Change Requests and completed negotiations with FEI on requirements and pricing for 24 of the 32 Change Requests. 24 Change Requests were converted into draft Contract Amendments submitted for review and approval by the Office of Administration/Division of Purchasing and CMS. These would impact the project from a scope, budget and potentially timeline perspective. Information on the status of the review and approval of these items will be shared once The Division has been provided with a final decision.


The table below indicates the timeframes for the main phases of implementation:

  • The project includes the following phases:
    • Start-Up/Planning
    • Design and Build/Configuration
    • Testing
    • Deployment/Implementation
    • Stabilization/Certification
    • Close-Out
  • The project is currently in the Design and Build/Configuration phase 2 and under active requirements gathering activities, this is due to be complete by October 2021.

In late fall of 2021, the project will move into Design, Configuration & Build activities.

ConneXion Implementation Project Timeline
Project Schedule - Phases & Major Milestones

All health indicators are green except the schedule and scope indicators for the project, which are yellow because of pending contract amendment(s) that will modify scope and timeline. Currently, the overall project health is being calculated as yellow. The project is within budget. An active risk management team meets bi-weekly to mitigate project risks and issues. The project is currently 50% complete at this time, this % is subject to change as additions or edits to task/scope are added or deleted to project schedule.

Project Percent Complete
  • For a project overview of the project, click here to review overview PowerPoint.
  • Additional resources and training content will be added in the near future.