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10/11/2013

Summary

The Affordable Care Act (ACA) requires applications to be taken by telephone.  These applications are signed by using a telephonic signature. Beginning October 1, 2013, persons may apply for medical and SNAP (Supplemental Nutrition Assistance Program) benefits over the phone by calling the ABE (Application for Benefits Eligibility) Customer Call Center, located in the Broadway Central Family Community Resource Center (FCRC) #150.

Applications completed through the ABE Customer Call Center require a telephonic signature.  The ability to obtain a telephonic signature is only available through the ABE Customer Call Center.

The ABE Customer Call Center is accessed by calling the DHS helpline at 1-800-843-6154.

  • ABE Customer Call Center only accepts medical and SNAP applications.
  • Without the telephonic signature, an application has not been filed.
  • The application, the telephonic signature and all other verifications will be recorded and saved in Content Management.
  • Federal guidelines require that customers be given an opportunity to review the information they provided during the telephonic interview. Form 2377, Attachment to Telephone Application Summary, has been created to provide customers a copy of their application.  Applicants can review the information on Form 2377 and notify their worker if any information is incorrect or changes have occurred. Case certification is not delayed.
  • New information provided or changes reported as a result of the customer's review of the Form 2377 will be treated as a reported change and processed by the receiving FCRC or All Kids Unit.
  • Form 2380, Notice of Incomplete Application, was created to be mailed along with Form 2378B, Request for Cash Assistance, Medical Assistance, Supplemental Nutrition Assistance Program (SNAP), when the application process is not completed due to a dropped call.

A New Way to Apply for Benefits

Beginning October 1, 2013, persons may apply for medical and SNAP benefits over the phone by calling the ABE (Application for Benefits Eligibility) Customer Call Center, located in the Broadway Central Family Community Resource Center (FCRC) #150.

The ability to obtain a telephonic signature is only available through the ABE Customer Call Center. The ABE Customer Call Center will be accessed by calling the DHS helpline at 1-800-843-6154. Telephonic applications taken by the ABE Customer Call Center are processed in the Integrated Eligibility System (IES).

If SNAP has been requested, IES will automatically screen the application for expedited processing.

If medical is being requested for a child under the age of 19, IES will automatically screen for Child Presumptive Eligibility (CPE).

Telephonic Signature

The telephonic signature is obtained at the end of the interview. The telephonic signature will be recorded and accessible in Content Management. Without the telephonic signature, an application has not been filed.

Application Date

The application date is the date the call is completed which must include the telephonic signature. If the call is interrupted before the telephonic signature is received, the interview is not complete and an application for benefits has NOT been filed.

ABE Customer Call Center will process the following telephonic applications:

  • Medical
  • Initial SNAP

ABE Customer Call Center will not accept telephonic applications for:

  • TANF Cash
  • AABD Cash or AABD Medical
  • Initial SNAP applications if there is an active categorical case with the same grantee.

If the applicant is not requesting cash assistance or does not have an active medical case, a new application will be started in IES. ABE Call Center staff will inform the customer at the beginning of the call that a telephonic signature will be required in order to have a valid application.

If the applicant is non-English/non-Spanish speaking, the ABE Customer Call Center will contact the Translator Bank to assist in completing the application interview. 

Application for SNAP only or SNAP and Medical

If the application is for SNAP only or for Medical and SNAP, ABE Call Center staff will run eligibility and review the Combined Application Form (CAF).

If the applicant has an existing SNAP case and is requesting medical, the ABE Call Center worker registers and processes the medical application in IES.  The ABE Call Center worker will notify the office with the active SNAP case that an application for medical assistance has been filed.  The FCRC will review the medical CAF for changes that affect the SNAP eligibility or benefit amount. The medical and SNAP cases will be converted to one IES case in Phase 1B.

Data Collection Process

The completion of the Data Collection Screens serves as the SNAP interview. Data Collection will record information needed to determine eligibility and what verifications are required. The Clearance Results page will display results from interfaces with other systems, such as SOLQ or Illinois Secretary of State (SOS).

Pending Verifications

If verifications are needed, at the end of the call ABE Call Center staff mail Form 267, Instructions to Client, listing what verifications are needed. Form 2377, Attachment to Application Summary, is also sent with the CAF and the Rights and Responsibilities pages for their records as well as to provide an opportunity to review the information that was recorded electronically.

Processing the Application

  • If no additional verifications are required or when required verifications are received, the worker performs case certification.
  • If not already sent, Form 2377, Attachment to Application Summary, is also sent with the CAF and the Rights and Responsibilities pages for their records as well as to provide an opportunity to review the information that was recorded electronically.
  • Include DHS 4474, Guide to DHS Services, for all new SNAP applications as well as all other required forms and brochures listed in WAG 02-04-01

Approving Medical only

A medical only application including multiple medical EDGs (Eligibility Determination Group) being approved at the same time, is transferred prior to approval to the FCRC or All Kids Unit that will maintain the case using the Case Transfer functionality in IES. Immediately following the transfer to the FCRC, the application is approved by the ABE Call Center staff.

Approving a SNAP only application or a Medical with SNAP application

For SNAP only cases or for SNAP and medical approvals, the call center worker must approve the case in IES. The following business day, the same worker transfers the case in IPACS to the FCRC that will maintain the case. The SNAP case or medical case with SNAP cannot be transferred to the FCRC prior to approval.

After approval, allow 1 business day prior to the transfer to the FCRC. This is to ensure any mercury issuances will be available on the correct EBT account.

Expedited SNAP Application Approval

If a SNAP application is determined eligible for expedited processing, ABE Customer Call Center staff explain to the applicant their options to obtain the LINK card. Expedited approvals are not centrally mailed a LINK card. The customer may choose to have the card mailed to their home address or the worker can refer the customer to their Office of Choice FCRC to pick up a LINK card.

Under no circumstances will customers be allowed to go to the Broadway Central FCRC to pick up a LINK card.  The Broadway Central FCRC does not issue LINK cards.

Dropped or Incomplete Calls

If the call is dropped during the phone interview and the telephonic signature was not collected, ABE Call Center staff will attempt to contact the caller to complete the interview.  If unable to reach the caller, the call center worker will make a case note and create a task for tracking.

The following business day, an assigned worker from the ABE Call Center will review all dropped or incomplete calls.

  • If the applicant has since completed the call, no additional action is required.
  • If the applicant has not called back to complete the application process, ABE Call Center staff will mail Form 2380, Notice of Incomplete Application, along with Form 2378B, Application for Cash-Medical-SNAP to the applicant.
  • All registered documents with no telephonic signature are denied by ABE Call Center staff the following day. The denial is completed with a Type Action 05 Type Action Reason 60. Suppress the notice.

Pending Application

ABE Call Center is responsible for the pending application until disposition. In addition to sending Form 267 to the applicant, ABE Call Center staff checks for the applicant's electronic verifications, if any.

If the applicant returns the required verification(s) to the office, ABE Call Center staff scans any verification and uploads them into IES. ABE Call Center staff then completes Data Collection and runs eligibility. If the application is medical only, the worker must then stop before certification (approval) and transfer the case to the FCRC Office or All Kids Unit. Following the transfer, the case is certified (approved).

If the worker attempts to transfer the case after certification, an error message will be displayed and IES will not allow the transfer. The transfer must be completed the following business day in IPACS.

ABE Call Center Supervisors must check IES and the legacy system to verify cases have been transferred. No approved cases are assigned to the Broadway Central FCRC.

Timely Disposition of Telephonic Applications

ABE Call Center is responsible for ensuring the timely disposition of the application including any denials.

Appeals

If an appeal is filed, the FCRC or All Kids Unit that has the active case will handle the appeal throughout the entire appeal process.

An appeal of the denial action will be the responsibility of ABE Customer Call Center staff.

[signed copy on file] 

MICHELLE R. B. SADDLER

Secretary, Illinois Department of Human Services

JULIE HAMOS

Director, Illinois Department of Healthcare and Family Services

Forms referenced:

Form 2377-Attachment to Telephone Application Summary

Form 2380-Notice of Incomplete Application