Executive Summary:
When Maryland Inclusive Housing (MiH) sought to replace inefficient spreadsheets and disjointed workflows, they discovered a partner in iCM. This case study highlights how iCM’s flexible and configurable EHR platform allowed MiH to streamline documentation, improve Medicaid compliance, and support growing housing services through innovation, partnership, and customization.
About Maryland Inclusive Housing:
Maryland Inclusive Housing (MiH) is a nonprofit that helps adults with intellectual and developmental disabilities (IDD) find and maintain inclusive, affordable housing. Through its Housing Support Services, MiH assists individuals on Medicaid waivers with navigating housing resources, building plans, and sustaining independent living. Lauren Silverstone, Director of Housing Support Services, leads MiH’s innovative approach to combining service coordination and housing stability.
Lauren’s journey into the IDD space began with a role at a women’s shelter. There, she saw firsthand the intersection of disability, poverty, and housing instability. That experience inspired her to focus her career on bridging service gaps for underserved populations, culminating in her leadership role at MiH.
The Challenge - Manual Processes, Disjointed Systems, and Reporting Gaps:
Before iCM, MiH relied heavily on spreadsheets for service documentation.
1. Data Entry Redundancy:
Staff were forced to enter case notes into Excel, then duplicate that data into Maryland’s LTSS Medicaid billing system. This created inefficiencies and increased the risk of inconsistency.
“Previously we had to enter things into a spreadsheet and then into the billing system separately. Now we have everything all in one place.” - Lauren Silverstone
2. Lack of Real-Time Access:
When team members were on vacation or unavailable, it was difficult for others to continue service planning or case management due to the decentralized nature of records.
3. Unprofessional Data Management:
The Excel system lacked the structure and reporting standards required of a Medicaid provider.
“Our previous system was essentially just using Excel spreadsheets… it was not the most professional way to keep data.”
4. Reporting and Quality Oversight Challenges:
Generating timely, accurate reports for internal review or external audits was cumbersome and time-intensive.
The Solution - A Flexible, Configurable EHR Platform:
MiH evaluated four EHR vendors and ultimately selected iCM due to its ability to grow with a new and evolving housing support program.
1. Integrated Billing:
“The system links to LTSS, which is our billing system, so it’s nice that we don’t have to enter things twice - it just automatically syncs up.”
2. Configurable Forms:
MiH was able to create a fully customized Housing Support Plan template inside iCM, aligned with Medicaid waiver documentation requirements.
“With iCareManager, we were able to build a customized housing plan template… that was really helpful.”
3. Centralized Information Flow:
iCM offered a centralized place for documentation, goal tracking, HR compliance, and more - improving collaboration and operational clarity.
4. Reporting:
The platform’s built-in reporting tools allowed Lauren and her team to pull accurate data on demand for quality assurance.
Key Outcomes & Impact:
1. Unified Documentation & Billing:
“Implementing iCM immediately eliminated duplicate data entry and unified our records.”
2. Increased Efficiency:
“If a team member is on vacation, we can easily access all the notes… it saves us time.”
3. Better Quality Oversight:
“I can run much more efficient reports… and make sure everyone’s getting what they need.”
4. Medicaid-Ready Custom Forms:
“The custom-built housing plan form allowed us to meet state documentation requirements without leaving the platform”
5. Organizational Professionalism:
“Adopting iCM really professionalized how we keep data going forward.”
6. Empowered HR Operations:
“We are also using it for other HR functions… it’s been beneficial for our HR operations.”
Responsive Support & Partnership:
“Anytime I have a question - even if it’s a very tiny question I should probably know - everyone is very responsive.”
“They always make me feel like no question is too small, and I do feel valued as a customer.”
Future-Ready: Expanding Use Across Departments:
“We were also able to use iCareManager for our mileage system… our HR team is very happy.”
Conclusion: A Champion in Customization and Service:
Lauren Silverstone and Maryland Inclusive Housing exemplify how organizations can achieve big transformation when paired with the right EHR partner. Through iCM, MiH consolidated systems, improved compliance, and elevated service quality with a platform that adapts to them - not the other way around.
“Some software offers a lot, but it’s very rigid. Not everything is as customizable. iCM works with your program.”
