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IBM manual Indiana Eligibility Modernization, Voluntary Community Assistance Network V-CAN

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INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

6.Disagreements with a Case Decision

5.EBT Questions (to obtain more detailed EBT account information from JP Morgan.

•Peak usage of the Call Center system usually occurs on Mondays, the day after a holiday and weekday mornings. Please keep these times in mind when your question for a Call Center Representative is not time-sensitive.

•The automated system is not impacted by these peak usage times and can be accessed at any time to check case status, report changes, find a local DFR office or listen to Frequently Asked Questions.

•If you are a V-CAN member or calling from an outside agency, make sure to use the Third Party Inquiry option. On the Call Center main menu, select “8” for More Options, and then “5” to access the Third Party Inquiry.

V-CAN User Guide	25	vcan@us.ibm.com

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IBM Indiana Eligibility Modernization, Voluntary Community Assistance Network V-CAN, V-CAN User Guide, vcan@us.ibm.com

Contents

Voluntary Community Assistance Network V-CAN INDIANA ELIGIBILITY MODERNIZATIONV-CAN User Guide vcan@us.ibm.com1. Getting Started………………………………………………………………………………… Table of Contents2. Applying for Benefits in the New System………………………………………………… 3. Managing Benefits in the New System……………………………………………………1.1. Introduction 1. Getting Started1.1.1 V-CAN User Guide INDIANA ELIGIBILITY MODERNIZATIONNon-publicized Access Points will not be listed on the FSSA website 1.1.2 Options for Access PointsINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CAN2.1 Applying for Benefits Overview 2. Applying for Benefits in the New System2.1.1 Application Process After Modernization INDIANA ELIGIBILITY MODERNIZATIONInternet Screening Ö Print Ö Paper Application Ü Online Application Ö Electronic SignatureÞ Mail Ö Paper Application Online Application Ö Electronic Signature Call Center Ö Mail Ö Paper ApplicationInternet Screening Ö Print Ö Paper Application Ü Online Application Ö Electronic SignatureÞ Mail Ö Paper Application INDIANA ELIGIBILITY MODERNIZATIONVoluntary Community Assistance Network V-CAN INDIANA ELIGIBILITY MODERNIZATIONV-CAN User Guide vcan@us.ibm.comVoluntary Community Assistance Network V-CAN INDIANA ELIGIBILITY MODERNIZATIONJANESMITH 123 MAIN STREETOnline Application Ö Electronic Signature 2.1.3 Online ApplicationINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANVoluntary Community Assistance Network V-CAN INDIANA ELIGIBILITY MODERNIZATIONV-CAN User Guide vcan@us.ibm.comCall Center Ö Mail Ö Paper Application 2.1.4 Call Center2.1.5 Paper Application Paper Application Ö Signature Page2.1.7 Submitting an Application 2.1.6 Application PacketINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANINDIANA ELIGIBILITY MODERNIZATION Select the documents mailed or FAXed to the FSSA Service CenterVoluntary Community Assistance Network V-CAN V-CAN User Guide2.1.9 Interviews 2.1.8 Application ProcessingINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANINDIANA ELIGIBILITY MODERNIZATION 2.1.10 Authorized RepresentativesVoluntary Community Assistance Network V-CAN V-CAN User GuideHoosier Healthwise 2.1.11 Other Application ProcessesINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANMedicaid Disability MA-D Healthy Indiana Plan HIPMedicare Savings Program INDIANA ELIGIBILITY MODERNIZATIONINDIANA ELIGIBILITY MODERNIZATION 2.1.12 Application TipsVoluntary Community Assistance Network V-CAN V-CAN User Guide3.1 Managing Benefits Overview 3. Managing Benefits in the New System3.1.1 Agency Registration New 3.1.2 Checking Case StatusINDIANA ELIGIBILITY MODERNIZATION 3.1.3 Reporting ChangesVoluntary Community Assistance Network V-CAN V-CAN User GuideINDIANA ELIGIBILITY MODERNIZATION 3.1.4 RedeterminationVoluntary Community Assistance Network V-CAN V-CAN User Guideƒ Cases including Food Stamps elderly and disabled 3.1.5 Call Center Main Menu 7am - 7pm, Monday - Friday, local timeINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANPROBLEM RESOLUTION TEAM Call Center Representatives 3.1.6 Call Center Main Menu After-Hours Automated SystemINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CANVoluntary Community Assistance Network V-CAN INDIANA ELIGIBILITY MODERNIZATIONV-CAN User Guide vcan@us.ibm.com4. Client Support Materials 4.1.1 Access Point Materials4.1 Client Support Materials Overview Figure 12 Access Point Materials4.1.2 Referral Member Materials 4.1.3 How to Order Client Support MaterialsINDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network V-CAN5.1 General 5. V-CAN ResourcesV-CAN Connector Helpful Tips for V-CAN Access Points5.1.3 Instructions for Locating the Online Functions 5.1.2 V-CAN Member QuestionsApply for Benefits Screen for Services Report a Change INDIANA ELIGIBILITY MODERNIZATION6. 1 Quick Reference Cards 6. Appendix6.1.1 Public Assistance Contacts 6.1.2 Call Center Main MenuCash Assistance TANF, Food Stamp and Health Coverage V-CAN ContactsHealthy Indiana Plan HIP Hoosier Works Electronic Benefit Transfer EBT CardsCall Center Main Menu 4 Listen to Frequently Asked Questions regarding1 Find a Local DFR Office 2 Check Case Status INDIANA ELIGIBILITY MODERNIZATIONINDIANA ELIGIBILITY MODERNIZATION 6.1.3 Indiana Benefits Information to Get You StartedVoluntary Community Assistance Network V-CAN V-CAN User Guide