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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 new electronic 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 July 17, 2023.


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 July 2020. The expected implementation date is July 2023 with pilot testing to be completed prior to go-live. The Division project team and FEI updated and re-baselined the detailed project schedule which includes additional scope requirements identified in contract amendments.

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/analytics 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
Val Huhn DMH Executive Sponsor
Cynthia Hassler ITSD Executive Sponsor
Stakeholder Interest or role
Jessica Bax DMH Business Sponsor
Wendy Witcig DMH Business Sponsor
Angie Brenner DMH Business Sponsor
Molly Boeckmann DMH Director of Administration
Toi Wilde DMH Project Director
Jan Heckemeyer DMH Project Management Support
Gary Schanzmeyer DMH Migration/Integration Lead
Rick Shuey Configuration Architect 
Rodney Rice ITSD PM Oversight
Randy Lock ITSD Project Manager
Dean Hubbell FEI Systems Project Manager
Tolulope Ayegbusi FEI Systems Deputy Project Manager
Susan Shirley FEI Systems Missouri Account 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 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 2020, 14,996 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 of numerous change requests and completed negotiations with FEI on requirements and pricing for the change requests. The change requests were converted into contract amendments that have been approved by the Office of Administration/Division of Purchasing and signed by FEI. The contract amendments have been approved by CMS.


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

The project includes the following 6 phases:

  1. Start-Up/Planning
  2. Design and Build/Configuration
  3. Testing
  4. Deployment/Implementation
  5. Stabilization/Certification
  6. Close-Out
  • The project is currently in the Design and Build/Configuration Phase 2 with requirements gathering complete and active build/configuration are in progress to completion by January 2023.
Connexion Project Schedule - Phases & Major Milestones

All health indicators are green with the schedule, budget and scope changes and all contract amendments recently approved by State executive leadership and CMS.  

An active risk management team meets bi-weekly to mitigate project risks and issues.  

The project is currently 85% complete at this time.  

Connexion Project Percent Complete
Project Resources and Education