Customer Frequently Asked Questions (FAQ)

1. General Information
2. Food Assistance
3. Cash Assistance
4. Medical Assistance
5. Grievances & Appeals
6. Reporting Fraud

General Information

1. How do I apply for a Link card, SNAP, cash, medical assistance, or Medicaid?

   See Apply For SNAP, Cash, Medical Assistance for instructions.

2. Where is my local DHS office?

   To find the DHS office in your area, use the DHS Office Locator. For Link cards, SNAP, cash, medical assistance, or Medicaid, find your local "Family Community Resource Center" or use the Local Office Directory.

3. I cannot reach my caseworker, what should I do?

   Call the DHS Customer Service Helpline for assistance at: (800) 843-6154 voice/(866) 324-5553 TTY, Monday through Friday, 8:00 a.m. to 5:30 p.m., except state holidays.

4. Where can I find official DHS forms?

   See our Forms section in the Publications area of the DHS website.

5. Where can I find official DHS brochures?

   See the Brochures section in the Publications area of the DHS website.

6. How do I register to vote? 

   Your local Family Community Resource Center can assist you in registering to vote, see our Voter Registration area of the DHS website.

Food Assistance

1. What are the qualifications for food assistance?

   Read our Supplemental Nutrition Assistance Program (SNAP) information.

2. Do I need to report changes for my existing SNAP Assistance Case?

   Yes. Please see the Change of Address, Income or Assets Examples web page.

3. What is SNAP Quality Control? Why are they contacting me?

   Read our SNAP Quality Control information

Cash Assistance

1. What are the qualifications for TANF cash assistance?

   Read our Temporary Assistance for Needy Families (TANF) information.

2. Do I need to report changes for my existing Cash Assistance Case?

   Yes. Please see the Change of Address, Income or Assets Examples web page.

3. How do I report changes for my existing Cash Assistance Case?

   Please see the Change of Address, Income or Assets web page.

Medical Assistance

1. How do I apply for Medical Assistance?

   Although the Medical Assistance program is administered by the Illinois Department of Healthcare and Family Services, you apply at the DHS Family Community Resource Centers. See the Apply For SNAP, Cash, Medical Assistance page on the DHS website for more information on how to apply. 

2. What are the qualifications for medical assistance programs?

   A person has to be either:

   1. Blind, Disabled or Aged (65 or older), or
   2. have children under the age of 19, or
   3. be pregnant.

   They must also meet financial eligibility criteria, residency requirements and in most cases must be citizens (except for children). See our Health & Medical Services page.

3. I did not receive my medical card, what should I do?

   Contact your local Family Community Resource Center (FCRC). For a listing of offices, use the DHS Office Locator.

4. How do I find out which doctors accept the medical card?

   Health Care Benefits Helpline - (866) 468-7543

5. How do I find out which dentists accept the medical card?

   For dentists that accept Medicaid and information on covered services:

   Contact DentaQuest at the number below. 

   Voice: (888) 286-2447

   TTY: (800) 466-7566

   If you do not have Medicaid: Illinois State Dental Society - (800) 323-1743.

6. How do I apply for All Kids? 

   For an online application, visit the All Kids website.

7. How do I contact All Kids with questions?

   Please use the contact information on the All Kids website.

8. What services are covered under Medicaid Programs?
   

   For assistance, contact the Health Care Benefits Helpline: (866) 468-7543.

9. I have high cost private insurance and a high risk medical condition, can you help?

   The DHS Health Insurance Premium Payment Program (HIPP) may be able to assist , you may apply at your local Family Community Resource Center (FCRC).  For the office nearest you, please use the DHS Office Locator.  The Division of Insurance/Office of Consumer Health Insurance assists individuals with health insurance concerns. You can discuss your situation by calling the Uninsured Ombudsman Program at (877) 527-9431 TTY: (217) 524-4872.

10. How do I get verification of previous medical coverage?

    To obtain a Certificate of Credible Coverage, please call..

11. Are non-citizens eligible to receive Medicaid assistance?

    Children and pregnant women who are non-citizens may be eligible to receive medical assistance and persons (non-citizens) who have an emergency medical need.  See our Health & Medical Services.

12. What is the Medicare Savings Program (MSP) and how do I apply?

    The Medicare Savings Program (MSP) program consists of three programs, Qualified Medicare Beneficiaries (QMB), Specified Low-Income Medicare Beneficiaries (SLIB or SLMB) and Qualified Individuals-1 (QI-1). Persons who receive Medicare part A and meet certain financial guidelines are potentially eligible for MSP. For more information contact your local Family Community Resource Center (FCRC). For the office nearest you, please use the DHS Office Locator. Download an MSP application (pdf).

13. If I do not qualify for medical assistance, can you help or refer for medications?

    For assistance with prescription medication, please visit the State of Illinois Healthcare Portal website.

14. Does DHS assist people with HIV or AIDS?

    For HIV prescription drug assistance, please call: (800) 825-3518 ; TTY: (800) 547-0466

15. What type of changes do I need to report for my existing Medical Assistance Case?

    If you receive cash or medical assistance, you must report any change that affects your benefits. Long term care (LTC) or Supportive Living facilities (SLF) must also report any change that affects a resident's eligibility. Examples of changes include:

    1. a change in income or assets;
    2. a change in the number of people living in the house;
    3. a change of address; death; or discharge from an LTC or SLF.

    The time lines for reporting changes depend on the type of assistance being received. For more information about reporting changes, please see our policy manual. See below for how to report these changes.

16. How do I report changes for my existing Medical Assistance Case?

    See the Change of Address, Income or Assets.

17. How do I report possible fraud of the medicaid program?

    Contact the Illinois State Police, Medicaid Fraud Control Unit.

18. What is the Illinois Pre-Existing Condition Plan?

    The Illinois Pre-Existing Condition Insurance Plan (IPXP) is a transitional insurance program for uninsured Illinois residents. The federal health reform law, "Patient Protection and Affordable Care Act" (the "Affordable Care Act"), establishes a federally-funded temporary high risk pool to provide affordable health insurance coverage to people who have been denied insurance because of pre-existing conditions.

Grievances & Appeals

1. How do I file a grievance or appeal?

   See IDHS General Counsel Grievances & Appeals

Reporting Fraud

1. How do report fraud, abuse, or neglect?

   See Report Abuse/Neglect of Individuals