IBM V-CAN manual Tier Specialists, Call Center Main Menu After-Hours Automated System

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INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

When applicants/clients contact the Call Center, calls are answered and routed by using the following structure:

oTier 1 Call Center Representatives answer general questions and process changes (i.e.,

household, employment, address and phone number changes).

oTier 2 Call Center Representatives answer more technical questions (i.e., questions about letters or notices).

oProblem Resolution Team (PRT) Representatives answer case-specific questions. If a case- specific question needs more clarification, the PRT Representatives may transfer calls to the Specialist group.

oSpecialists focusing on Medicaid Waiver, Nursing Home, Disability, Aging and Refugee cases are available for case-specific inquiries. To contact one of the Specialist groups, clients and Authorized Representatives may leave a message with a PRT Representative (and a Specialist will return the call).

Figure 11: Call Center Structure

TIER 2

SPECIALISTS

Call Center Representatives

(Waiver, Aging,

(Letters and Notices)

Nursing Home,

Refugee & Disability)

 

PROBLEM RESOLUTION TEAM

Call Center Representatives

(Case-specific Questions)

TIER 1

Call Center Representatives

(General Questions and processing of changes)

3.1.6Call Center Main Menu (After-Hours Automated System)

The following main menu options are available when using the after-hours Call Center Automated System:

1.Find a Local DFR Office

2.Check Case Status

3.Report a Change (leave a message with address, income or household changes)

4.Listen to Frequently Asked Questions regarding:

1.Programs (Food Stamps, Cash Assistance (TANF), Medicaid, Hoosier Healthwise, Medicaid for nursing home care, IMPACT)

2.Reporting Changes

3.Electronic Benefit Transfer (EBT) Questions

4.Fraud

5.FSSA Service Center mailing address/FAX number

V-CAN User Guide

24

vcan@us.ibm.com

 

 

 

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Contents Can User Guide Table of Contents Getting Started IntroductionCan User Guide Options for Access Points Phone o FAX o MailApplying for Benefits in the New System Applying for Benefits OverviewApplication Process After Modernization Internet Screening Screening Results Apply for Benefits Online Application Returning User Option 2 Internet Screening Ö Print Ö Paper ApplicationJanesmith Option 3 Internet Screening Ö Mail Ö Paper ApplicationOnline Application Online Application Ö Electronic SignatureElectronic Signature Call Center Paper ApplicationApplication Packet Submitting an ApplicationSelect Documents Mailed or FAXed To the Fssa Service Center Application Processing InterviewsAuthorized Representatives Authorized Representative section of the online applicationOther Application Processes Hoosier HealthwiseHealthy Indiana Plan HIP Application Tips Managing Benefits in the New System Managing Benefits OverviewAgency Registration New Checking Case StatusReporting Changes ƒ Checking case status on the automated phone systemƒ Checking case status with a Call Center Representative ƒ Reporting Changes on the InternetRedetermination ƒ Reporting Changes on the automated phone systemƒ Cases including Food Stamps elderly and disabled Call Center Main Menu 7am 7pm, Monday Friday, local timeƒ Medicaid and/or Tanf Cases only no Food Stamps Tier Specialists Call Center Main Menu After-Hours Automated SystemIndiana Eligibility Modernization Access Point Materials Client Support MaterialsClient Support Materials Overview How to Order Client Support Materials Referral Member MaterialsCan Resources GeneralCan Publications and Documents Can Member Questions Instructions for Locating the Online FunctionsAppendix Quick Reference CardsPublic Assistance Contacts Call Center Main MenuCash Assistance TANF, Food Stamp and Health Coverage Healthy Indiana Plan HIPHoosier Works Electronic Benefit Transfer EBT Cards Hoosier HealthwiseListen to Frequently Asked Questions regarding Find a Local DFR Office Check Case StatusIndiana Benefits Information to Get You Started

V-CAN specifications

IBM V-CAN, or IBM Virtual Cloud Access Network, represents a transformative approach in the realm of network architecture and cloud computing. Designed to provide seamless connectivity and security across various cloud environments, V-CAN offers a robust framework that allows businesses to innovate rapidly while maintaining control over their network resources.

One of the main features of IBM V-CAN is its emphasis on flexibility. Organizations can utilize V-CAN to integrate with multiple cloud providers, creating a hybrid cloud environment that optimally meets their needs. This flexibility enables businesses to distribute workloads across public, private, and on-premises resources, ensuring they have the scalability necessary to respond to fluctuating demands.

Another key characteristic of V-CAN is its focus on security. In today's digital landscape, protecting sensitive data is paramount. IBM V-CAN employs advanced security protocols, including end-to-end encryption and identity and access management, to safeguard data in transit and at rest. This dedication to security helps organizations mitigate risks associated with data breaches and unauthorized access, establishing a secure environment for all network activities.

V-CAN also leverages cutting-edge technologies such as Software-Defined Networking (SDN) and Network Function Virtualization (NFV). SDN allows for the dynamic management of network resources, enabling organizations to configure their networks on the fly based on real-time requirements. NFV complements this by virtualizing various network functions, reducing the need for dedicated hardware and simplifying management.

The integration of AI and machine learning within V-CAN enhances its capabilities further. These technologies allow for the analysis of network traffic patterns, automated threat detection, and proactive management of resources. As a result, organizations can optimize their network performance and react promptly to any potential issues.

Additionally, IBM V-CAN supports seamless collaboration across teams, regardless of their geographical location. With an intuitive interface and real-time data sharing capabilities, businesses can foster innovation while maintaining transparency and operational efficiency.

In conclusion, IBM V-CAN is a comprehensive solution that combines flexibility, security, and advanced technologies to meet the ever-evolving needs of businesses today. Its ability to integrate with multiple cloud environments, alongside robust security measures and intelligent network management, positions it as a valuable asset for organizations looking to thrive in the digital age. As cloud computing continues to evolve, V-CAN stands out as a cutting-edge framework that empowers businesses to navigate the complexities of a multi-cloud world effectively.
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