IBM V-CAN manual Reporting Changes, ƒ Checking case status on the automated phone system

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

oScheduled interview appointments;

oA list of supporting documents that need to be submitted (due dates are also provided);

oApproved, pending or denied status;

oAssistance Groups associated with the client;

oA Proof of Eligibility form (to be printed or mailed to the client); and

oThe option to view documents submitted to support an application.

ƒChecking case status on the automated phone system

Applicants, clients and Authorized Representatives must provide last four digits of Social Security Number and ICES case number or date of birth to check case status on the automated system. The automated system will provide:

oApproved, pending or denied status;

oA list of supporting documents that need to be submitted by the applicant (due dates

are also provided);

oAuthorized and redetermination months; and o Current and next month benefit amounts.

ƒChecking case status with a Call Center Representative

Some residential facilities or special needs providers may assist multiple clients with applications. Agencies Registered with the IBM-led Coalition or individuals serving as Authorized Representatives can check the status of up to three clients during one call with a Call Center Representative. Information on additional clients can be requested and a Call Center Representative will provide the information within the same business day.

NOTE: If you need case specific information and a client is present in your office or on the phone, the client may provide verbal authorization directly to the Call Center Representative for you to receive case specific or other client specific information.

If a client is NOT present in your office or on the phone and you need to check case status, you must be listed as an Authorized Representative or a Registered Agency with the IBM-led Coalition to access a client’s case status.

•Case Status will not be available for applications until the the application processing time (i.e., 30 days for Food Stamps and Cash Assistance (TANF), 45 days for Medicaid, and 90

days for Disability Medicaid) has passed or the 2032 Pending Verifications notice has been received in the mail by the applicant or Authorized Representative.

•Hoosier Healthwise Enrollment Centers will receive disposition forms with case status for the applications submitted through the Enrollment Center.

3.1.3Reporting Changes

Clients can report changes of household members, address and income by using the Internet, automated phone system or by speaking with a Call Center Representative.

ƒReporting Changes on the Internet

Go to www.in.gov/fssa, click the “Apply for Benefits / Manage Your Benefits” button. Select your county, then select “Start Here” and the “Report a Change” link. In order to report change

V-CAN User Guide 21 vcan@us.ibm.com