IBM manual Call Center Main Menu 7am - 7pm, Monday - Friday, local time, V-CAN User Guide

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Upcoming changes to the redetermination process:

ƒCases including Food Stamps (non-elderly and non-disabled)o 6 month review questionnaire

o 12 month redetermination form and interview

ƒCases including Food Stamps (elderly and disabled)

o12 month redetermination form and interview

ƒMedicaid and/or TANF Cases only (no Food Stamps)

o12 month redetermination form (no interview)

Application processing standards (i.e., 30 for Food Stamps and Cash Assistance/TANF, 45 days for Medicaid and or 90 days for Disability Medicaid) do not apply for redeterminations.

Typically, redeterminations take up to 30 days for any of the three programs.

3.1.5Call Center Main Menu (7am – 7pm, Monday – Friday, local time)

The following options are available to callers contacting the Call Center between the hours of 7am – 7pm, Monday – Friday, local time:

ƒPress (1) for English or (2) for Spanish

ƒPress (1) for Healthy Indiana Plan (HIP); (2) Benefit Programs (such as Food Stamps,

Cash Assistance or Health Coverage); or (3) for IMPACT Employment Services

ƒ(2) Benefit Programs Main Menu Options:

1.Apply for Assistance (by speaking with a Representative)

2.Check Case Status

3.Ask about a Letter or Notice

4.Report a Change

5.Review or Reschedule an Appointment

6.Find a Local Office

7.Request a Proof of Eligibility Letter

8.More Options

ƒ(1) Trouble Getting Required Information

ƒ(2) Report Suspected Fraud

ƒ(3) Questions about Electronic Benefit Transfer (EBT) Cards

ƒ(4) Frequently Asked Questions (FAQs)

ƒ(5) Third Party Inquiry (general or case specific)

ƒ(6) Other Questions

V-CAN User Guide 23 vcan@us.ibm.com