WAG 01-06-09 Correspondence Module in IES

New Manual MaterialIES Phase 2 Process

Navigating the Correspondence Module in IES

The Correspondence Module is accessed through left navigation in IES. The Module allows you to:

  1. View pending correspondence;
  2. View history of correspondence;
  3. Generate manual correspondence; and
  4. Access the DHS/HFS Forms Library.

Generating Correspondence in IES

There are three ways to generate correspondence in IES.

  1. System Generated Correspondence - Some correspondence is systematically generated by IES based on triggers such as certification, denials and case changes. All system generated notices are defaulted to print centrally at night, unless the caseworker chooses to locally print the correspondence. If the caseworker chooses to print the correspondence at their office prior to the overnight batch mailing, the centrally generated notice is suppressed.
  2. Manually Generated Correspondence - Some correspondence is generated manually by FCRC staff. Staff have the option to print and mail most manually generated correspondence from their local Multi-Functional Device (MFD) or choose it to be mailed centrally by the Central Mail and Print Center based in Springfield.
  3. Outbound Fax - The Outbound Fax functionality cannot be used for a TANF or SNAP EDG related faxes.  The functionality can only be used for Medical EDG faxes.  Staff have two methods to send faxes through IES.  The first method is by uploading a PDF to IES on the Fax Correspondence Details page. The second method is by selecting fax through the Generate Manual page. 

Viewing Correspondence in IES

  1. Prior to Mailing: Staff can view pending correspondence on the View Pending Correspondence page. Unprinted correspondence shows as pending for the batch job that runs nightly. The pending correspondence includes systematically triggered notices, manually generated notices for central print or manually generated notices that are saved as a draft. Notices saved as drafts at the end of the day are not sent to central print in the nightly batch job. Another way staff can view pending correspondence is through (PC) icons on the Case - Search/Summary page.
  2. Historical Correspondence: The FCRC can view correspondence that has been printed either locally or centrally through the View History Correspondence Page. Staff can view past notices exactly as they were printed on the print date with the historical information such as address. Another way staff can view correspondence history is through (CH) icon on the Case - Search/Summary page.

Printing and Reprinting Correspondence in IES

Workers can print correspondence both centrally and locally.  If IES generates a notice for a customer and a worker does not print it locally during the day, it is centrally printed overnight by the Central Mail and Print Center.  A notice can be reprinted from the View Correspondence History page in IES. Notices can be reprinted and mailed either centrally or locally. If the FCRC is reprinting a notice, the address information is updated to the current case information.  All other information stays the same.

Fingerprinting and Barcodes

Fingerprinting and barcodes are both related to scanning. They are each a way to help speed up the process of scanning documents into IES. Many IES forms have a barcode in the bottom right hand corner of the document. The barcode contains a unique ID that, when scanned into IES with software called DataCap, determines what form it is and which case it belongs to. The document is then routed to the correct local office and Queue in IES. As a backup, in case the barcode is not readable, each document is also "fingerprinted". The fingerprint allows the scanning software to identify the document, even if the barcode is not readable. A scanning operator, either at the Central Scan Unit (CSU) or local office, can manually select the form number and case number if the software fails to identify either. 

Central Scanning Unit

The Central Scanning Unit (CSU), which is located in Springfield, is created to reduce the paper handling at local offices and support the efficient, automated transfer of documents to a customer's Electronic Case Record (ECR).  Many documents previously mailed to the local offices or dropped-off by customers are now mailed to the CSU for processing.  CSU scans the document(s) into IES using the DataCap software.  When the document has a fingerprint or a bar code, a task is created for the worker.  The document is routed to the appropriate local office and placed in the correct IES queue.  It is claimed by the local office through the EDM inbox and processed by the worker.  The CSU will work to scan documents into IES the date they are received to allow for timely processing by the worker.

Local Office Scanning 

Multi-Functional Devices (MFD) in the local office are equipped with the DataCap software.  This enables the local office to scan documents they receive.  When the document has a fingerprint or a bar code, a task is created.  The document is routed to the correct EDM inbox queue in IES for claiming and processing.  Additionally, if the worker does not want to create a task for a document in the EDM Inbox, they can use the Phase 1 scanning and uploading business process, the Upload Documents/Create EDM Tasks page and the Upload IES Document-DO NOT Create an Inbox Task.

Dynamic Properties of IES Generated Forms

Some IES generated forms are highly customized and display data entered in Data Collection into the form going to the customer. One such example is the 643 Medical Redetermination form. In the income section of the form, the following statement appears: "According to our records, you told us your household had income from _______________. Tell us below if you still have this income and the new amount." The source of the income is pulled directly from the IES Employment-Employer screen in the 'Name of Employer' field. Use care when entering the name of the employer.  Do not enter unrecognizable abbreviations, nicknames or misspelled words in the Employer Name field.  The customer will see this on their redetermination form.

Example 1: Ms. A receives her Form 643 Medical Redetermination form. Last year, she reported earnings from Starlight Cleaners. The statement on her redetermination form will say: "According to our records, you told us your household had income from Starlight Cleaners. Tell us below if you still have this income and the new amount."

Example 2: Mr. B receives his Form 643 Medical Redetermination form. Last year, he reported earnings from Shopmart Discounters, Inc. His caseworker, entered the nickname "SMD" in the Employer Name field in Data Collection. Mr. B's REDE form will say: "According to our records, you told us your household had income from SMD.  Tell us below if you still have this income and the new amount."

For the first year after conversion and implementation of Phase 2, some data in the IES income screens are defaulted to a generic description of the income type.  Also, a customer may receive their check through a payroll company and the actual name of the employer is unknown.  Whenever a case is touched after Phase 2 Go Live, review and correct the Employer Name in IES.