CCMS Work Items Job Aid

The purpose of the Work Items Job Aid is to improve caseworkers understanding of each work item's type. The information in this job aid contains information specific to each work item type including when each would be used, what triggers the work item, and whether the work item is generated by the user or CCMS.

What is a Work Item?

A Work Item is an activity to be completed in CCMS. It is often a task or group of tasks assigned to be worked on by CCR&R/Site and/or BCCD staff. The BCCD or CCR&R team who is assigned to the Work Item is responsible for the activity, and responsibility for the activity can flow back and forth between a CCR&R/Site and BCCD using the "Assigned Org" field on the Work Items Detail page.

Anyone can view the progress of a Work Item by navigating to the Work Item Details page and viewing the "Work Flow Status" field. You can also view the Work Items Detail page to learn who currently owns the Work Item, the case the Work Item is associated with, and the source of the Work Item.

A user can manually create all Work Item Types in CCMS, however some Work Item Types are also created by CCMS depending on actions preformed in CCMS.

Work items are grouped into three functions: Eligibility, Customer Service, and PIQA. The Work Items are grouped by these three functions in the tables.

Eligibility Work Items

Work Item	Work Item Information "This Work Item Type is Assigned to…"	Sub-Type	Example of When I Would Use This Work Item Type	Work Item Trigger	Additional Tips
Add/Update DBA	BCCD: Teams who are authorized to add or update provider "Doing Business As" information. CCR&R/Site: Teams who are authorized to submit work items requests to BCCD to update DBA provider information. These teams will also be contacted by the BCCD team with questions about adding or updating provider Doing Business As.	N/A	A caseworker receives a phone call from a provider who is changing their DBA to another name. A site has a need to change a DBA to another name.	Manually generated by the caseworker when a provider submits a request to add or update their Doing Business As name. The CCR&R or Site creates a work item and assigns to BCCD to update the provider's DBA name.	Normally a Center or a Licensed Home Provider. Center's often use this to define a location as they have multiple locations.
Add/Update Provider Information	BCCD and CCR&R/Site: Teams who are authorized to add or update Provider Information. This can include processing Provider Address Changes, Background Checks, Certifications, W9 forms, and other provider maintenance.	N/A	A Provider submits a Background Check Form (Form 3521 - 3524). A work item is created and routed to the CCR&R team who processes provider background checks.	Automatically created when a 3455G Request for Child Care Provider Change, IL444-4339 - Request for Provider Address Change Information form or IL444-4194 (R-1-11) Authorization for Background Check, 3492C - SAMER (Site Administered Monthly Enrollment Report), or Email Agreement form is generated and sent to the provider. A user can also manually create this Work Item.	When one the form is received back into CCMS, the document type and provider information from the form are available on the Validate Documents page.
Additional Address	BCCD: Teams who are authorized to add an additional Provider address. CCR&R/Site: Teams who are authorized to submit additional address work items requests to BCCD. These teams will also be contacted by the BCCD team with questions about adding an additional Provider address.	N/A	A provider calls to alert a CCR&R they are adding a care location. A site has a need to add an additional location.	Manually generated and assigned to BCCD add the new location/address by a CCR&R or Site when a provider submits an additional address.	Normally a Center as they have multiple locations.
Application	BCCD and CCR&R/Site: Teams who are authorized to process new Child Care Applications.	N/A	A new application (Form # 3455) for child care is submitted via the web, mail, fax, email, or in person.	Automatically created by CCMS when an Application is validated on the Validate Documents page. An Application work item is created and routed to a CCR&R/Site team to process the task. A user can also manually create this Work Item.	You must be in the context of an Application Work Item to create a new case. Information from the Application defaults to the corresponding pages in CCMS.
Case Maintenance	BCCD and CCR&R/Site: Teams who are authorized to receive case maintenance tasks.	N/A	Case Maintenance work items are work items initiated due to system data in CCMS. Examples include: A team parent turns 20 ; a duplicate case is found; a child turns 13.	Automatically generated from system data. A case maintenance work item is created and routed to a CCR&R/Site team to process the task. A user can also manually create this Work Item.	Often this is the same routing structure as Application Work Items.
Change of Information	BCCD and CCR&R/Site: Teams who are authorized to process Change of Information forms.	N/A	A Change of Information (Form #3527) is submitted to the CCR&R/Site by the client. A COI Work Item is created for the team to process the COI and possibility re-run eligibility on the case.	Automatically created by CCMS when a Change of Information is generated for the client/provider. A user can also manually create this Work Item.	When a COI form is received back into CCMS, the document type, county, case name/#, and provider #/type from the form are available on the Validate Documents page.
Duplicate Case	BCCD: Teams who are who are authorized to process cancellation requests for Duplicate Cases. CCR&R/Site: Teams who are authorized to submit s work items requests to BCCD to cancel a duplicate case. These teams will also be contacted by the BCCD team with questions about duplicate cases.	N/A	A CCR&R/Site caseworker conducts a case search and learns of a duplicate case.	Manually generated by the caseworker when a duplicate case is found in the system. Caseworker creates a Duplicate Case Work Item for BCCD to cancel one of the cases.
Redetermination	BCCD and CCR&R/Site: Teams who are authorized to process Redeterminations.	N/A	A Rede (Form # 3455E) for a current child care is submitted via mail, fax, email, or in person.	Automatically created by CCMS when a IL444-3455E - Child Care Redetermination is generated for the client. A work item is created and routed to the correct CCR&R/Site team. A user can also manually create this Work Item.	When one the form is received back into CCMS, the document type, county, case name/#, and provider #/type from the form are available on the Validate Documents page..
Shared Case Application	BCCD: Teams who are authorized to approve and process shared case applications CCR&R/Site: Teams who are authorized to process new Child Care Applications for a shared case.	N/A	A new application (Form # 3455) for child care is submitted via the web, mail, fax, email, or in person.	Automatically created when a user saves the Shared Case pop-up box, the application work item switches to become a Shared Case Work Item and is routed to the CCR&R/Site team who processes new applications. A user can also manually create this Work Item.	If the creation is not approved, CCMS switches the work item back to an Application Work Item.
Shared Case COI	BCCD & CCR&R/Site: Teams who are authorized to process shared case COI forms.	N/A	A Change of Information (Form #3527) is submitted to the CCR&R/Site by the client.	Automatically created by CCMS when a Change of Information for a shared case is generated and sent to the client. A user can also manually create this Work Item.	When one the form is received back into CCMS, the document type, county, case name/#, and provider #/type from the form are available on the Validate Documents page..
Shared Case Redetermination	BCCD: Teams who are authorized to approve and process shared case redeterminations. CCR&R/Site: Teams who are authorized to process new Child Care redeterminations. for a shared case.	N/A	A Rede (Form # 3455E) for a current child care is submitted via mail, fax, email, or in person. A work item is created and routed to the CCR&R/Site team who processes redeterminations.	Automatically created by CCMS when a IL444-3455E - Child Care Redetermination is generated for a shared case. A user can also manually create this Work Item.	When one the form is received back into CCMS, the document type, county, case name/#, and provider #/type from the form are available on the Validate Documents page.
Transfer	BCCD and CCR&R/Site: Teams who are authorized to transfer cases and complete the case transfer process.	N/A	A client moves to new city and informs the current CCR&R/Site.	Manually generated to transfer the case to a new CCR&R/Site.
Validate Document	BCCD and CCR&R/Site: Teams who are authorized to validate incoming documents to select/update the form type and enter any other applicable information to the document.	N/A	A new document is scanned into CCMS.	Automatically created by CCMS when a document is scanned, faxed, emailed, or submitted online to CCMS. The Work Item is assigned to the document validation team. A user can also manually create this Work Item.

Customer Service Work Items

All Customer Service Work Items are created by a User. For many Customer Service Work Items, the action is preformed by BCCD, but a CCR&R/Site team is needed to answer questions or provide additional information. The Customer Service Work Item Details page contains the same fields for every Customer Service Work Item.

Work Item	Work Item Information "This Work Item Type is Assigned to…"	Sub-Type	Example of When I Would Use This Work Item Type	Work Item Trigger	Additional Tips
Appeal	BCCD: Teams who are authorized to process Client Appeals. CCR&R/Site: Teams will also be contacted by the BCCD team with questions about Client Appeals. This team will be responsible for overseeing the pre-appeal process and completion of the State of Facts if necessary.	N/A	A client submits an appeal form #0103 to the Bureau of Assistance Hearings because their care was denied at redetermination due to additional income.	The Bureau of Assistance Hearings will contact BCCD who will manually generate a work item and refer to the CCR&R/Site if information/action is needed to process the client appeal.	Customer Service has an Appeals coordinator who processes the appeal. Typically the appeal form is sent to BCCD who creates the work item. Providers must appeal through the Union.
Attendance Exemption	BCCD: Teams who are authorized to process a provider requested Attendance Exemption. CCR&R/Site: Teams who will be contacted by the BCCD Customer Service team with questions about an attendance exemption.	N/A	A provider submits a Form # 4338 -Attendance Exemption Request to a BCCD for an attendance exemption. The reason is the provider's section of town had a power outage and the provider had to close for half a day.	BCCD manually creates a Work Item to process the attendance exemption and refers to the CCR&R/Site if information is needed.	Only licensed center providers can apply for attendance exemptions. This is the customer service unit and is handled by 1 person. Sites would do this form themselves and create a work item for BCCD.
Overpayment	BCCD: Teams who are authorized create client or provider Overpayments. CCR&R/Site: Teams who are authorized to submit Overpayment referrals to the BCCD Customer Service team and who will be contacted by BCCD with questions about overpayments.	1. Client Overpayment 2. Provider Overpayment	PIQA or a CCR&R/Site will generate the Form 1900 Overpayment Referral, complete it, and scan it back into CCMS to create a work item for Customer Service BCCD team for processing.	PIQA or a CCR&R/Site team manually creates the overpayment referral and assigns the Work Item to the BCCD Customer Service team.
Policy Clarification	BCCD: Teams who are authorized to answer policy clarification questions. CCR&R/Site: Teams who are authorized to submit policy clarification questions to BCCD.	1. Policy Numbers	A CCR&R/Site has a policy clarification.	The CCR&R/Site creates the policy clarification work item and assigns to BCCD Customer Service Team.	The policy clarification question is noted on the description field on the Work Item Details page.
Service Request	BCCD: Teams who are authorized to create or respond to Service Requests. CCR&R/Site: Teams who are authorized to submit Service Requests to BCCD Customer Service or who will respond to questions about service requests when BCCD needs to contact the CCR&R/Site to complete a service request.	Parent Complaint Provider Complaint Legislative Inquiry Union Inquiry Union Grievance General Question Web bits Payments Mail Control	A CCR&R/Site has a Complaint, Legislative Inquiry, Union Inquiry, Union Grievance, General Question, Mail Control, or Web Bits.	The CCR&R/Site creates a work item with the service requests and assign to BCCD, or the BCCD Customer Service team receives the information through phone, mail, email, etc. and creates the Work Item.	Most commonly created by the BCCD Customer Service team.
Training Request	BCCD: Teams who are authorized to respond to Training Requests. CCR&R/Site: Teams who are authorized to submit Training Requests to BCCD on behalf of the CCR&R/Site.	Policy Provider Eligibility Monitoring	A CCR&R/Site has a Training need.	CCR&R/Site manually creates training request work item and assign to BCCD.	All CCR&R/Site users can create training requests, but each should create internal business process on which team(s) is designated to do this. Regardless of the user who creates the request, the routing rules of an organization dictate which teams receive training request information back from BCCD.

PIQA Work Items

All PIQA Work Items are created by a User. For many PIQA Work Items, the action is performed by BCCD, but a CCR&R/Site team is needed to answer questions or provide additional information. The PIQA Work Item Details page contains the same fields for every PIQA Work Item.

Work Item	Work Item Information "This Work Item Type is Assigned to…"	Sub-Type	Example of When I Would Use This Work Item Type	Work Item Trigger	Additional Tips
Audit	BCCD: Teams who are authorized to conduct an audit. CCR&R/Site: Teams who will be contacted by the BCCD PIQA or Customer Service team with questions about an audit. This work item type can also be used for internal audits or for tracking audits with agencies outside of BCCD.	N/A	BCCD gets a request to respond to the Audit request from the Federal or State government. The CCR&R/Site is working with an outside agency to conduct an internal audit (Example AFC). They will create a work item for their caseworkers to track audit progress.	BCCD or CCR&R/Site will manually generate a work item and refer to a CCR&R/Site if a sample of cases is needed or to track audit progress.
Field Review	BCCD: Teams who are authorized to conduct PIQA Field Reviews. CCR&R/Site: Teams who will be contacted by the BCCD PIQA team with questions about a field review.	N/A	A Field Review is created by the PIQA Supervisor and assigned to a PIQA monitor.	PIQA Supervisor manually creates work item for PIQA monitor.
Sanction	BCCD: Teams who are authorized to create or update Provider Sanctions. CCR&R/Site: Teams who will be contacted by the BCCD PIQA or Customer Service team with questions about a sanction. This is also the team who will receive notification if a sanction is created for a client or provider.	Parent Sanction Provider Sanction	A sanction is created when a provider fails to establish or is in default on a repayment plan for an overpayment.	BCCD will create a work item and refer to CCR&R/Site if action or information is needed.	If a provider is sanctioned then the case worker gets a task to close each service authorization that has been created for the provider.
Subpoena	BCCD: Teams who are authorized to process or respond to a Subpoena. CCR&R/Site: Teams who will be contacted by the BCCD PIQA or Customer Service team with subpoena information. The CCR&R/Site can also create a subpoena work item if needed.	N/A	BCCD gets a request to respond to a Subpoena.	BCCD will create a work item and refer to a CCR&R/Site if action or information is needed.
Violation Referral	BCCD: Teams who are who are authorized to process Violation Referrals. CCR&R/Site: Teams who are authorized to submit suggested program violations work items requests to BCCD. Teams associated with this work item type will also be contacted by the BCCD team with questions about violation referrals.	N/A	The fraud team at Action for Children suspects a provider of a program violation. They create a work item and assign to BCCD for further action.	Manually created by CCR&R/Site and assigned to BCCD.

Work Items Frequently Asked Questions:

On the Work Item Details page, there is a Work Item Status field. Do I need to edit this field or will CCMS automatically change the status of the work item?
1. There are three options for the status of a Work Item: New, In Progress, or Complete:
  - New: When a Work Item is created, the Work Item Status is automatically set to "New" by CCMS.
  - In Progress: The Work Item Status field is automatically changed to "In Progress" by CCMS when a person is selected in the Assigned Wkr. field.
  - Complete: This status documents the completion of the When the Work Item.
Does a team receive a task every time a work item is updated or assigned to them?
1. A task is triggered by the Work Flow Status of the application. In most cases this is accompanied by a task to the assigned team. Refer to the Tasks Job Aid to review the Work Flow Status that trigger a task.
If I am the "assigned worker" on the Work Item Details page, and my work item is updated - does the whole team get a task or just me?
Example: I own the Application work item and I send out an RAI. When the RAI is scanned into CCMS, do I receive the task or does my whole team?
1. Each time a task is generated, it is sent to all members of the correct team, according to routing rules. There is no more "owning"
Do I have to close every work item by marking it as complete? Are there any work items CCMS will close?
1. When a Work Item is complete the User will select "Complete" from the Work Item Status field to close the Work Item. A user must manually close all Work Items. The only exception is the Validate Document Work Item, which is closed by CCMS when you click [Save] on the Validate Documents page.
What is the purpose of the Work Item Status field? Do I need to manually change this status?
1. The Work Item Status field gives the current status of the overall Work Item (whereas Work Flow Status details the current progress of the Work Item). Below
  - New: When a work item is created manually or by CCMS, the status is automatically set to new
  - In Progress: To assign a worker to a Work Item, select a Name from the Assigned Worker drop-down list and click [Save]. This automatically changes the Work Item Stats to "In Progress". This status means it is being worked on by a user
  - Complete: A user should manually change the status to complete when the work is done. This closes the Work Item. The ONLY Work Item that CCMS will close is the Validate Documents Work Item. All other Work Items must be closed by a user.
  - Terminated: A user should manually change to this status when they would like to end a Work Item before the Work activity is complete.