IBM V-CAN manual Application Processing, Interviews

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

2.1.8Application Processing

An application is considered submitted when the Indiana Application for Assistance signature page is signed and received by the FSSA Service Center. Once the signed application is received, the FSSA Service Center will follow the application processing standards defined for each program:

ƒ7 days for Expedited Food Stamps

ƒ30 days for Food Stamps and Cash Assistance (TANF);

ƒ45 days for Medicaid (including the Healthy Indiana Plan and Hoosier Healthwise); and

ƒ90 days for Disability Medicaid

Applicants and/or Authorized Representatives should not check on the status of an application until the application processing time has passed or a 2032 Pending Verifications notice is received in the mail. The 2032 Pending Verifications notice will be mailed to an applicant when supporting documents need to be submitted in order to process the application. In order to improve the application processing time, make sure to include copies of supporting documents with the application in a FAX or mailed packet to the FSSA Service Center.

If a case closure or denial decision is found to be in error or missing a document, the case closure may be rescinded. If a client submits all required documents by the due date and the documents are not processed in a timely manner, the original application date will be restored.

2.1.9 Interviews

Interviews are required for most Cash Assistance (TANF), Food Stamp and Health Coverage applications. Interviews are typically conducted over the phone; however, in-person application interviews may be conducted at the applicant’s request or due to individual circumstances such as personal needs or program complexity. Food Stamp applications generally require a face-to-face interview; however, the Food Stamp policy allowing phone interviews for those who face hardship traveling to an office remains in effect in the new system. Food Stamp interviews will be conducted in two phases. An Eligibility Specialist (Coalition Worker) will conduct the first part of the interview and a State Worker will complete the second part of the phone interview and determine eligibility.

Once a signed application is received and reviewed at the FSSA Service Center, an appointment notice will be mailed to the applicant with the interview date and time. Phone interviews are scheduled during a two-hour window to maximize the number of interviews completed in a work day. If an applicant does not have a phone number on file, a phone interview will be scheduled in the local DFR office. If needed, the applicant may call the FSSA Service Center between 7am and 7pm, Monday – Friday, to reschedule the interview appointment. An applicant has 30 days after the application is filed to reschedule an interview appointment.

V-CAN User Guide 15 vcan@us.ibm.com