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IBM V-CAN Call Center Main Menu After-Hours Automated System, Indiana Eligibility Modernization

Models: V-CAN

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Figure 11: Call Center Structure

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,
	(Letters and Notices)	Refugee & Disability)
		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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IBM V-CAN manual Call Center Main Menu After-Hours Automated System, Indiana Eligibility Modernization, Tier, Specialists

Contents

INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANV-CAN User Guide vcan@us.ibm.comTable of Contents 1. Getting Started…………………………………………………………………………………2. Applying for Benefits in the New System………………………………………………… 3. Managing Benefits in the New System……………………………………………………1. Getting Started 1.1. Introduction1.1.1 V-CAN User Guide INDIANA ELIGIBILITY MODERNIZATION1.1.2 Options for Access Points Non-publicized Access Points will not be listed on the FSSA websiteINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CAN2. Applying for Benefits in the New System 2.1 Applying for Benefits Overview2.1.1 Application Process After Modernization INDIANA ELIGIBILITY MODERNIZATIONÜ Online Application Ö Electronic Signature Internet Screening Ö Print Ö Paper ApplicationÞ Mail Ö Paper Application Online Application Ö Electronic Signature Call Center Ö Mail Ö Paper ApplicationÜ Online Application Ö Electronic Signature Internet Screening Ö Print Ö Paper ApplicationÞ Mail Ö Paper Application INDIANA ELIGIBILITY MODERNIZATIONINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANV-CAN User Guide vcan@us.ibm.comINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANJANESMITH 123 MAIN STREET2.1.3 Online Application Online Application Ö Electronic SignatureINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANV-CAN User Guide vcan@us.ibm.com2.1.4 Call Center Call Center Ö Mail Ö Paper Application2.1.5 Paper Application Paper Application Ö Signature Page2.1.6 Application Packet 2.1.7 Submitting an ApplicationINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANSelect the documents mailed or FAXed to the FSSA Service Center INDIANA ELIGIBILITY MODERNIZATIONVoluntary Community Assistance Network V-CAN V-CAN User Guide2.1.8 Application Processing 2.1.9 InterviewsINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CAN2.1.10 Authorized Representatives INDIANA ELIGIBILITY MODERNIZATIONVoluntary Community Assistance Network V-CAN V-CAN User Guide2.1.11 Other Application Processes Hoosier HealthwiseINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANHealthy Indiana Plan HIP Medicaid Disability MA-DMedicare Savings Program INDIANA ELIGIBILITY MODERNIZATION2.1.12 Application Tips INDIANA ELIGIBILITY MODERNIZATIONVoluntary Community Assistance Network V-CAN V-CAN User Guide3. Managing Benefits in the New System 3.1 Managing Benefits Overview3.1.1 Agency Registration New 3.1.2 Checking Case Status3.1.3 Reporting Changes INDIANA ELIGIBILITY MODERNIZATIONVoluntary Community Assistance Network V-CAN V-CAN User Guide3.1.4 Redetermination INDIANA ELIGIBILITY MODERNIZATIONVoluntary Community Assistance Network V-CAN V-CAN User Guide3.1.5 Call Center Main Menu 7am - 7pm, Monday - Friday, local time ƒ Cases including Food Stamps elderly and disabledINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CAN3.1.6 Call Center Main Menu After-Hours Automated System PROBLEM RESOLUTION TEAM Call Center RepresentativesINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANV-CAN User Guide vcan@us.ibm.com4.1.1 Access Point Materials 4. Client Support Materials4.1 Client Support Materials Overview Figure 12 Access Point Materials4.1.3 How to Order Client Support Materials 4.1.2 Referral Member MaterialsINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CAN5. V-CAN Resources 5.1 GeneralV-CAN Connector Helpful Tips for V-CAN Access Points5.1.2 V-CAN Member Questions 5.1.3 Instructions for Locating the Online FunctionsApply for Benefits Screen for Services Report a Change INDIANA ELIGIBILITY MODERNIZATION6. Appendix 6. 1 Quick Reference Cards6.1.1 Public Assistance Contacts 6.1.2 Call Center Main MenuV-CAN Contacts Cash Assistance TANF, Food Stamp and Health CoverageHealthy Indiana Plan HIP Hoosier Works Electronic Benefit Transfer EBT Cards4 Listen to Frequently Asked Questions regarding Call Center Main Menu1 Find a Local DFR Office 2 Check Case Status INDIANA ELIGIBILITY MODERNIZATION6.1.3 Indiana Benefits Information to Get You Started INDIANA ELIGIBILITY MODERNIZATIONVoluntary Community Assistance Network V-CAN V-CAN User Guide