United States

The Enterprise Integrated Case Management (eICM) system is an operational data warehouse that shares data across more than 70 of Montgomery County's Department of Health and Human Services (DHHS) program. The system aims at encouraging and facilitating coordinated care for all clients and provides staff with concurrent and historical information about each client. The system houses both county and state-administered services as they requested or received than staff previously had access to, allowing staff to better understand their client, and more efficiently serve them across multiple services improving their outcomes.

Montgomery County's determination to integrate health and human services began in 1996 when four different county departments were merged to form the Department of Health and Human Services to better able to address the growing variety of needs of the county's most vulnerable residents. Implementation of the eICM in 2017 provided the tool needed to share data across services while supporting the County's strategic vision and several of the Department's policies and including:
- Collaborating with community partners;
- Truly integrated services with a "No Wrong Door" approach to access services;
- Addressing drivers of inter-generational poverty;
- Ensuring equity in services and outcomes;
- Building self-sufficiency, mitigating risks, and improving health and well-being;
- Achieving and maintaining health accreditation;
- Data-driven decision-making and advanced analytics.

The eICM provides a technical solution for DHHS to fully integrate coordinated care for its clients who are now over 100K users. A single profile of all clients which has all demographic information – the profile is universal and aligned with the more detailed work case workers do with the clients – that reflect case information, such as fiscal benefits, case notes, assessments, service plans, etc. The system is interfaced with the Electronic Health Record (eHR) system to provide controlled visibility into the services in public and behavioral health programs. State programs operating through the department are housed in a state-mandated system – hence the eICM has an interface to provide case workers with information about the state system through a nightly batch update. A reporting platform for planning and analytics – and easily downloadable queried information.

The Montgomery County platform was developed for the integration of services and programs at the Montgomery County Department of Health and Human Services (DHHS) in Maryland, United States. Individuals are registered on the Montgomery County platform directly when they access any social or health service and an operator records their data. Once the data is collected the individuals are informed of all the benefits, services, programs, and institutions available for them.

The Enterprise Case Management System (eICM) accommodates the whole case processing approach from screening and intake; through assessment, case management, and case outcomes; to case closures.

The platform supports case management for the general population, from assessment of needs and conditions to referrals, case dispensation and case outcome.