Memorandum for Home and Community-Based Services Staff and Stakeholders

DATE: April 6, 2026

FROM: Veronica Jameson, Bureau Chief, Bureau of Policy and Quality Enhancements

SUBJECT: Care Plan Authorization Notifications and Fusion Queue Management Updates

Effective May 1, 2026, the Division of Senior and Disability Services (DSDS) will change how Home and Community Based Services (HCBS) providers are notified of care plan authorizations. DSDS will transition from phone calls to an automated system that uses email and Fusion for most authorization actions. This memorandum outlines these updates, which are intended to streamline communication and improve overall efficiency.

Authorization Changes Notification

DSDS will no longer call providers for authorizations involving reduced, closed or unchanged services. After DSDS completes an authorization, providers will receive an email from HCBS.Systems@health.mo.gov with a direct link to the Main Participant screen in Fusion as shown below, alerting them to an updated authorization. However, for new or increased care plans, DSDS will continue to call or send a confirmation request in Fusion to verify the provider’s ability to meet the participant’s needs. Providers should ensure their email information is up to date and that DSDS-generated emails are not sent to Spam or Junk folders.

Fusion Queue Management

The queues available in Fusion are also a way to receive care plan update information. The queues serve as a primary workflow tool for managing care plan activity and tracking participant updates. Providers are strongly encouraged to review these queues daily to ensure timely action on participant needs, prevent delays in service delivery and address authorization changes as soon as they occur. Key Fusion queues and their functions are outlined below:

• Closed Care Plans - This is the default queue and shows automatically upon login. Care plans appear beginning five days before their closure (unless the closure is immediate) and remain visible for five days after the closing date.
• My Agency’s Participants -This lists all participants assigned to the provider and displays current care plan end dates. Providers may sort or filter this queue to identify upcoming reauthorizations.
• Proposed Care Plans - Contains care plans that require provider acceptance. Items appear only when DSDS assigns the status “Provider Acceptance.”

Recently Added Care Plans - Shows care plans that have been recently changed or approved. Items remain in this queue for seven days following approval.

Referral and Request Reminder

In addition to these queues, providers may also use the Referral tab and the PCCP Request tab to view the status of provider‑submitted requests. Requests are processed in the order received, and status updates may not appear while a request is undergoing internal review.

Questions regarding this memorandum should be directed to the Bureau of Policy and Quality Enhancements via e-mail at LTSS@health.mo.gov.

VJ