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Enterprise Case Management – What does it mean to me?

Below is a list of groups that will be affected by EMC and the advantages and opportunities for each.

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People DHS Serves

  • Increase the ability to take a more active role in the care and services you receive
  • Respond quickly to tasks or issues due to enhanced communication options
  • Receive real time information and access to case

County Human Services Organizations

  • Promote effective communication among stakeholders at all levels
  • Experience a more holistic view of those being served
  • Reinforce the connection DHS and the counties have with the individuals and families being supported as well as their providers
  • Increased ability to develop service plans and delivery of services for a person or family coordinated across county and state agencies
  • Provide a shared statewide view of a person/family and all services received
  • Share information electronically with other county, state and provider organizations
  • Provide a common view of client information across programs
  • Improve collaboration and communication with partners
  • Reduce administrative overhead and duplication of information
  • Support multi-agency teaming and service delivery
  • Support for referrals to other human service agencies to address client needs
  • Improve invoicing and better program and financial controls for accurate payment processing
  • Access more up-to-date program and provider information
  • Increase client access and empowerment

Hearings & Appeals

  • Eliminate the need for physical files, where possible, allowing documentation to live within the ECM system or an integrated content management system for access by authorized users
  • Comply with CMS regulations by allowing appeals to be submitted online
  • Provide for management and tracking of appeals for Bureau of Hearing and Appeals (BHA) from submission through final adjudication in one system
  • Increase efficiency of communication between appellants, program offices, BHA, and the Secretary’s Office to provide an overall improvement in the appeal process
  • Leverage leading technologies that are easier to maintain and respond to changes in laws, regulations, and program policies
  • Increase the efficiency of BHA’s record and file retention processby moving to a mostly electronic system, which will reduce the need to manage the large number of paper files.
  • Reduce the cost and the office space required for maintaining paper files.
  • Move from a paper-based to a paperless system  to bring BHA into the 21st Century.


  • Share information with providers, enabling better decision making for improved individual/participant outcomes
  • Improve Provider Information Management by reducing the burden to become an established provider
  • Increase the ability to request changes to services faster
  • Share information electronically with county and state organizations
  • Provide a common view of client information across programs
  • Improve collaboration and communication with agencies
  • Reduce administrative overhead and duplication of information
  • Receive electronic referrals and service authorizations
  • Improve invoicing and payment processing
  • Improve program and financial controls for accurate payments
  • Offer services at the county and state levels
  • Integrate partner staff within the service delivery process
  • Expand service offerings to county and state agencies 

Services/Support Coordinators

  • Monitor capabilities for individual health, safety, and service delivery

Administrative Entities

  • Gain a holistic view of supports/services for all waivers/programs across the enterprise in the coordination of care of the participant
  • Allow the ability to quickly respond to tasks or issues because of enhanced communication options