Brenham ISD Transforms Service Documentation & Medicaid Management with Frontline

The Challenge: Inconsistent Documentation & Rising Compliance Risks

For years, Brenham ISD relied on a legacy Medicaid billing vendor to document services and support Medicaid reimbursement. But Director of Special Services, Kellie Fontenot, noticed red flags. 

“I felt like they were constantly needing me to send them things I had already sent. Our transportation wasn’t being documented correctly, there was no real training, and my teachers were calling me daily with complaints. It just wasn’t working.” 

The breaking point came when the district faced an audit that revealed nearly $400,000 in potential paybacks due to errors that should have been caught by their vendor. At the same time, the district struggled with inconsistent documentation practices among teachers—ranging from notebooks to sticky notes—putting them at risk in ARD meetings, TEA complaints, and due process hearings. 

Fontenot knew the district needed a more reliable system that could ensure compliance, centralize documentation, and improve service tracking to ultimately support student outcomes. 

The Search for a Solution

Over several years, Fontenot carefully evaluated alternatives. She built comparison spreadsheets, tested demo logins, and invited stakeholders—diagnosticians, ARD facilitators, and teachers—to weigh in. 

“I didn’t want us to just jump into something new. I wanted everyone’s point of view on what they liked and didn’t like, and for us to choose what would work best for Brenham ISD.” 

Ultimately, the team selected Frontline Medicaid & Service Management, impressed by its documentation, reporting capabilities, and ability to streamline both compliance and billing processes. 

They also adopted Frontline School Health Management, which integrates seamlessly with the Medicaid platform. This gave the district the ability to include health services documentation and claiming for eligible students, ensuring that school nursing services weren’t left out of the picture. 

Implementation: Lessons in Timing & Training

Because the transition began in September, Brenham ISD faced the challenge of moving from one system to another while staff were already documenting services. Teachers initially received training through two large Zoom sessions, which provided a strong foundation but left some staff seeking additional clarity on certain processes. 

Recognizing the need for more personalized support, Fontenot and her team supplemented the rollout with small-group, in-person trainings at campuses. This hands-on approach helped ensure staff felt confident and supported as they adjusted to the new system. 

“Anytime we had questions, the Frontline team was there to help us. I always knew someone was listening and would get back to me quickly.” 

While the first weeks of transition were busy, as is common with any major system change—by November, the district had reached a new level of stability. By January staff were comfortable and confident in their use of the system. 

“It was never, ‘Oh my gosh, why did we choose this?’ We knew there would be hiccups, but the Frontline team always responded when we needed help. By mid-year, things were running smoothly.” 

The Results: Centralized Documentation & Actionable Insights

Now in their second year, Brenham ISD has seen significant benefits from the shift. 

• Centralized Documentation: Every special education teacher, personal care provider, and therapist uses Frontline, replacing inconsistent methods like notebooks and spreadsheets. 
• Improved Compliance: Administrators can quickly pull reports for ARDs, audits, or parent meetings. 
• Ease of Use: Staff, especially personal care providers and therapists, find documentation faster and more straightforward. 
• Integrated Health Services: Nurses document in Frontline School Health Management, and their records automatically flow into Medicaid & Service Management, enabling reimbursement for eligible services. 
• Actionable Reporting: Revenue and session reports provide visibility into missed services, helping administrators ensure students receive the support outlined in their ARDs. 

“I run reports every other week to see who’s behind and send reminders. It’s quick, it’s easy, and it helps me hold everyone accountable. That’s been huge.” 

Fontenot also uses reports to highlight how often SPED teachers are pulled for coverage, tying missed services to student outcomes like STAAR scores. 

Advice for Other Districts

When asked what she would tell peers considering a switch to Frontline, Fontenot emphasized timing and clarity: 

1. Start implementation in the summer. 

“Have training done before school starts so teachers can begin day one with their caseloads and calendars.” 

2. Document your pain points. 

“Make a list of what isn’t working with your old program and ask Frontline how they handle those things. Don’t switch just because it looks neat. Switch because it meets your real needs.” 

3. Expect hiccups—but plan for them. 

“There will always be bumps in the road, but with the right preparation and support, you can get through them quickly.” 

Looking Ahead

Today, Brenham ISD has stronger compliance, greater accountability, and consistent documentation that supports both Medicaid reimbursement and student outcomes. 

“Yes, I would recommend Frontline—and I already have. Our teachers love it, I love the reports, and it gives us the solid documentation we need. It’s been a good move for Brenham ISD.” 

Frontline Medicaid & Service Management helps districts like Brenham ISD simplify documentation, protect compliance, and recover valuable Medicaid reimbursements—all while supporting teachers and student growth.