- On 3/07/12, HFS Bureau of All Kids (BAK) staff began canceling medical only cases for which the U.S. Postal Service (USPS) reports an out-of-state address or that the client is deceased.
- Starting 3/29/12, through the NCOA Service, client addresses are automatically updated in the Client Data Base (CDB) based on USPS data (see manual release National Change of Address (NCOA) Services). An electronic report of cases that have been changed to an out-of-state address will be generated after each monthly NCOA update process.
- For cases with an out-of-state address that contain SNAP or cash benefits, FCRC staff cancel the case using TA 22/TAR 78 (Moved out of Illinois, or Illinois residency not verified).
- Effective immediately, BAK will review and take follow-up actions on medical only cases for which medical cards have been returned as undeliverable for two or more months; undeliverable mail cases with cash and SNAP benefits are handled by DHS FCRC staff.
- USPS Reports Out of State Address or Deceased
- Bureau of All Kids
- DHS Family Community Resource Center (FCRC) Staff
- Undeliverable Medical Cards
- Bureau of All Kids Actions
- BAK Completes Phone REDE
- DHS FCRC Actions
- Forms referenced:
Improving the integrity of HFS Medical Programs is a high priority for HFS and DHS. It is imperative that we take timely action on changes, particularly changes that affect eligibility. For this reason, and to ensure that we have current contact information for clients, HFS Bureau of All Kids staff are implementing this address clean up and undeliverable mail project.
USPS Reports Out of State Address or Deceased
Bureau of All Kids
Starting on March 7, 2012, HFS Bureau of All Kids (BAK) staff began canceling medical only cases for which the USPS reported an out-of-state address or that the client is deceased.
For medical only cases (with the exception of DCFS category 98 cases) BAK staff take the following actions:
- If an out of state address is reported, staff cancel the case using TA 22/TAR 78 (Moved out of Illinois, or Illinois residency not verified). The system automatically generates a notice of cancellation that is mailed to the new out-of-state address.
- If 'addressee deceased' is reported, staff check SOLQ for a date of death. If a date of death is found and the deceased person is the only person on the case, BAK cancels the case using TA 22/TAR 00 (Only person in case died).
- NOTE: When an action is taken by BAK, the word 'KIDCARE' appears in the 'CHANGE MADE BY' column on page 4 of the ACID clearance (the History Information page).
DHS Family Community Resource Center (FCRC) Staff
Effective March 29, 2012, through the NCOA Service, client addresses are automatically updated in the CDB based on USPS data. An electronic report of cases that have been changed to an out-of-state address will be generated after each monthly NCOA update process. This report will be forwarded to DHS Regional offices for distribution until it is available on Mobius.
For cases containing cash or SNAP, FCRC staff take the following actions:
- If an out-of-state address is reported, unless staff have information that makes the USPS data questionable, cancel the case using TA 22/TAR 78 (Moved out of Illinois, or Illinois residency not verified). The system automatically generates a notice of cancellation that is mailed to the new out-of-state address.
- If FCRC staff have information that makes the USPS data questionable, send a 1721 to the new address and ask the client to contact the FCRC and explain the discrepancy. Allow 10 days. After the 10 day period, cancel the case using TA 22/TAR 78 if the client does not contact the FCRC.
- If FCRC staff receive information from the USPS that the addressee is deceased, check SOLQ for a date of death. If a date of death is found and the deceased person is the only person on the case, cancel the case using TA 22/TAR 00 (Only person in case died).
Undeliverable Medical Cards
Undeliverable medical cards are returned to the HFS Data Preparation Unit (DPU-formerly called the Data Capture Unit) when the USPS has no forwarding address for them. DPU logs all undeliverable medical cards to ensure that they appear on the existing Undeliverable Medical Eligibility Cards reports in Mobius (report #15914201 and 15014202).
Bureau of All Kids Actions
BAK will review and take action on Family Health Plans (FHP) and AABD medical only cases for which medical cards have been returned as undeliverable for two or more months.
Prior to taking an action, BAK staff check to see if a change of address has been entered in the CDB. If yes, no further action is taken. If the CDB address matches the 'undeliverable' address, take the following steps:
- Check for a phone number in the CDB, whether a redetermination is due, and whether the case has a cross-referenced or companion case.
- If a phone number is found, call the client. If an immediate contact is not made, the worker leaves instructions for the client to call them back with a change of address within 3 business days. For example, if the message is left on a Friday, the client must call by 5 PM on Tuesday.
- If no contact can be made by phone, the worker checks other available databases for a more current address. For example, if someone on the case is receiving SSI or RSDI, there will be an address in SOLQ. If someone is receiving unemployment benefits, there will be an address in AWVS.
- For cases where a more current alternate Illinois address is found in SOLQ or AWVS, the worker updates the address in the CDB.
- If a companion case is found, the worker checks for an alternate Illinois address or phone number. If the companion case has the same payee with a different address, the worker will check MMIS to see if the alternate address was updated more recently. If so, the address on the undeliverable case will be updated to match the payee's companion case.
- If the worker finds neither a phone number nor alternate Illinois address, or the client does not call back within 3 business days, the worker cancels the case using TA 22/TAR 90. A standard cancellation notice is generated automatically and sent to the address of record per existing policy.
- If client calls back within 3 business days, and reports a change of address in Illinois to the worker, or on voice mail, the worker updates the address on the CDB.
BAK Completes Phone REDE
When a phone contact is made, the worker updates the address in the CDB and offers to complete a REDE if a REDE is due within the next 2 months or overdue. If the client agrees to the REDE interview, the worker completes a REDE form over the phone. A phone REDE is completed on a case whether the case was originally scheduled for an active or administrative (passive) REDE. An HFS caseworker completes the REDE process.
The worker checks reported income against all available electronic verification sources (i.e., AWVS, SOLQ, KIDS, etc.) prior to requesting proof. For earned income, divide the most recent quarterly amount reported via AWVS by 3 to arrive at a monthly income amount. If the electronic data is reasonably compatible with the client's reported income, no further verification will be requested. For purposes of this project, 'reasonably compatible' is defined as income verified electronically that is equal to or less than the client's reported income, or remains under the income standard for the program in which the client is enrolled.
Verification of the following factors of eligibility will be requested as appropriate: Illinois residency, citizenship or immigration status, and assets for AABD cases.
- Note: BAK will work with the Medical Extension Unit (MEU) to process REDES on medical extension cases for which a phone interview is completed.
DHS FCRC Actions
Cases with cash and SNAP benefits that appear on the Undeliverable Medical Eligibility Cards reports (Mobius report #15914201 and 15014202) are handled by DHS FCRC staff. For cash and SNAP cases, follow the procedures in WAG 03-02-03-a.
Reinstatements are the responsibility of staff in the office where the case is maintained. FCRC staff should follow the policy in PM 19-04-02 for restoring cash and SNAP benefits.
For a medical case, if the client contacts their worker by the end of the month of cancellation (for example, by May 31st if canceled effective May 2012), and reports a new Illinois address, the case may be reinstated without requiring a new application if otherwise eligible. If the client contacts their worker after the month of cancellation, a new application is required (see PM 19-04-02).
[signed copy on file]
Michelle R. B. Saddler
Secretary, Illinois Department of Human Services
Director, Healthcare and Family Services