Frequently Asked Questions

If you are a DMH Agency or Facility and have any questions please email

With COVID-19 causing the need to self-quarantine and increased awareness of social distancing as an effective tool to help prevent the spread of disease there have been a number of questions as to how this will impact DMH consumers. We have tried to address the most common questions and concerns here, but if you have further questions please email us at This email address will continued to be monitored daily. 

Are Annual Reviews still required?

No. Do not submit MO HealthNet Annual Reviews at this time.

Family Support division has waived all Annual Reviews (aka reinvestigations) for MO HealthNet (Medicaid) cases during the Federal Public Health Emergency due to Coronavirus Disease 2019 (COVID-19) pandemic. Annual review due dates will be extended 12 months for cases with annual reviews coming due in this time period.

This means that an annual review that would have been due 09/01/2021 will now be due 09/01/2022.

As of 07/19/2021 the Federal Public Health Emergency has been extended through 10/20/2021. That declaration along with previous ones can be found at the Public Health Emergency Declarations webpage. 

I have questions about Medicaid Expansion

The Missouri Department of Social Services has a comprehensive FAQ document available for providers, and that can be found here: Frequently Asked Questions: Adult Expansion for Providers

They have also put together a Frequently Asked Question document for participants, which can be found here: Frequently Asked Questions: Adult Expansion for Participants

Does my client need to pay the Spend Down in order to have coverage?

Maybe. Please email us at if you have any questions on whether a spend down payment is needed and we can research the consumers case for you.

Beginning with March 2020 and any months after this during the emergency: 

  • if the spend down is met with bills for medical services for which the client is personally responsible (or which are billable to DMH) or 
  • with a check, money order, or cashiers check 

Family Support division will not end coverage if the spend down is not met. The spend down will not need to be paid at a later date. Coverage will begin with the first month the spend down is met and continue each month with no end date while the emergency is in place.  

The spend down is still due, but coverage will not end if the spend down is not met. If the spend down is paid, it will not be refunded. If a client is enrolled in automatic withdrawal, payment will continue to come out each month. The client can opt out of automatic payments, but will have to re-enroll again later. 

  1. Example:  Kim meets her spend down using bills on March 12th.  FSD still will enter the bills for March and then at the first of each month FSD will manually enter spend down met with bills through the emergency period.
  2. Example:  Wally is enrolled in automatic withdrawal. He automatically pays the spend down for March (which meets April spend down) and April (which meets May spend down), and cancels his automatic withdrawal in late April. His spend down will be considered met beginning in May and extending for the duration of the emergency. He will need to fill out the paperwork to re-enroll again after the emergency, and may need to pay in with a check while the auto-withdrawal is set up again.
If my client has not been paying the Spend Down or Ticket to Work Health Assurance premium during the Federal COVID-19 Public Health Emergency, will the spend down or premium become due after the emergency ends?

The spend down will not need to be paid at a later date. Coverage will begin with the first month the spend down is met and continue each month with no end date while the emergency is in place. Invoices are still generated but if the spend down or premium is not paid there will be no adverse action to the client's coverage.  

How can we help our consumers apply when we are not seeing them in person?

We strongly encourage all DMH agencies and providers to have the consumers they are assisting sign an authorized representative form designating the agency as the authorized representative for MO HealthNet eligibility.

Once this form is completed and signed by both the client and the authorized representative, the application can be completed with the client over the phone and signed by the authorized representative. This will also allow the authorized representative to get copies of mail sent to the client so that you can stay informed about any needed information or changes to the client's case. 

What are the benefits to becoming an authorized representative?
  • The IM-6AR Appointing an Authorized Representative form should be used if the application has already been submitted and the "Appendix C" was not included with the application. 
  • The agency will receive copies of all letters and requests for information sent to the client for Medicaid cases based on disability, blindness or being over age 65 as those letters are system generated.
  • The agency should receive copies of all letters requests for information sent to the client for Family Medicaid cases (children, parents, pregnant women).  However, the although the Family MO HealthNet  letters are system generated, copies to the authorized representative have to be sent manually, so some may be missed.
  • The authorized representative may sign applications for the client.
A DMH Consumer has tested positive for COVID-19 and does not currently have Medicaid. How can we help them quickly get coverage?

FSD will provide MO HealthNet coverage for individuals between the ages of 19 and 64 who have a positive COVID-19 diagnosis and meet current MHABD eligibility guidelines, including income and resources. 

Questions regarding the entry of COVID-19 MHN coverage may be sent via email to

If an individual age 22-65 in a State Mental Hospital is diagnosed with COVID-19 and moved to a hospital outside of the of the SMH can they qualify for MO HealthNet?

No. Regardless of admission to a hospital the individual will be considered residents of the SMH. In order to qualify for MO HealthNet they must be officially discharged. 

How can we submit applications without going to a local FSD resource center?

All MO HealthNet applications can be submitted through the mail, scan and email, or on-line.  There is no need to go to resource center, as they just forward the application on to a FSD processing center.  The processing centers do not have direct contact with clients.   

For Age 65+, Blind, and Disabled individuals who are applying for MO HealthNet we encourage you to assist them in downloading and using the paper Application for MO HealthNet form, then follow the Disabled Application Flow Chart, specifically scanning the application and using the email address listed on that chart.  The paper application can also mailed in or submitted by fax, if you cannot scan and email.  There is also an on-line application, which might be efficient an option for disabled clients receiving SSDI or SSI and those age 65+.   

For children, pregnant women, and low-income parents with children in the home, the MO HealthNet for Families application can be easily completed online. 

How can we submit verification without going to a resource center?

In many cases during the COVID-19 emergency you will not need to submit verification, as they are taking client statement on many things to expedite application processing. 

If you do have verification to submit, it can be scanned and emailed to

If you have any questions on whether verification is due, email us at and we can research the case for you.

What should we do about forms which require the client's signature, such as the Authorization for Release of Medical Records form for the MRT Packet?

These forms should be mailed to the client on or around the time you complete the application with them over the phone. Marking the areas in highlighter or with a pen which need to be signed can be helpful as well. Once signed, the client can return the forms to you or mail them directly to: 

FSD Greene County Office
101 Park Central Square 
Springfield MO 65806  

Is there any danger of cases closing due COVID-19?

No. Due to the Families First Coronavirus Response Act, any adverse actions or closings are on “pause” indefinitely until the federal emergency COVID-19 declaration ends.

If you or the consumer receive an adverse action stating that a case is closing, or if you have any concerns, please email us at and we can research the case for you.

I need to speak to someone at FSD. How do I reach them?

You can call 1-855-FSD-INFO but we strongly encourage you to email us at We do have a FSD worker at Central Office and typically can assist you with questions about DMH consumers quicker than calling the call center. 

My client is applying for Food Stamps, how do we complete an interview?

Family Support Division will call the client within 3 days of receiving the application at the phone number listed on the application. If possible the interview will be completed during this phone call. If this call is missed or the interview cannot be completed, the client can call back at 855-823-4908 to complete the interview. 

Can my client buy groceries online using Food Stamps?

Yes. On 05/14/2020 Family Support Division confirmed in a press release that households are now able to use an Electronic Benefit Transfer (EBT) card to purchase eligible foods online.

As of 05/14/2020, the United States Department of Agriculture, Food and Nutrition Service has approved two retailers, Amazon and Walmart for online purchasing. 

More information can be found at the Family Support Division Food Stamp FAQ page. 

Should we change our processes in light of the FSD press release from 03/19/2020 about ways to contact FSD?

No, DMH agencies and providers should continue to use the fax and email address which we have provided in the DMH Flow Chart. If providers send information to newly created fax or email accounts it could lead to delays due to these being used for the entire population of Missouri. 

Will the stimulus money being provided to the American public have any impact on client's coverage?

Per Family Support Division's IM-35 COVID-19 ECONOMIC IMPACT PAYMENTS... memo:

  • Payments are excluded as income.
  • Payments are excluded as a resource for the first 12 months from receipt.

Any money left from the EIP 12 months after receipt will be counted as a resource.