IBM Voluntary Community Assistance Network V-CAN Manuel utilisateur

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

V-CAN User Guide [email protected]

V-CAN User Guide

December 2008

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

V-CAN User Guide 2 [email protected]

Table of Contents

1. Getting Started………………………………………………………………………………….. 3

2. Applying for Benefits in the New System…………………………………………………... 5

2.1 its Overview

n Process After Modernization

ation

acket

epresentatives

lication Processes

……………….. 20

ion

Status

ime)

After-Hours Automated System)

4. Client Support Materials……………………………………………………………………… 26

aterials ials

5. V-CAN Resources……………………………………………………………………………… 28

5.1 General

5.1.1 V-CAN Publications and Documents

5.1.2 V-CAN Member Questions

5.1.3 Instructions for Locating the Online Functions

6. Appendix …………………………………………………………………………………………30

6.1 Quick Reference Cards

6.1.1 Public Assistance Contacts

6.1.2 Call Center Main Menu (business and after-hours)

6.1.3 Indiana Benefits: Information to Get You Started

1.1 Introduction

ide1.1.1 V-CAN User Gu

1.1.2 Options for Access Points

Applying for Benef

2.1.1 Applicatio

2.1.2 Internet Screenin

2.1.3 Online Applic

2.1.4 Call Center

2.1.5 Paper Application

2.1.6 Application P

2.1.7 Submitting an Application

rocessing2.1.8 Application P

2.1.9 Interviews

2.1.10 Authorized R

2.1.11 Other App

2.1.12 Application Tips

3. Managing Benefits in the New System……………………………………

iew3.1 Managing Benefits Overv

strat3.1.1 Agency Regi

3.1.2 Checking Case

3.1.3 Reporting Changes

3.1.4 Redetermination

3.1.5 Call Center Main Menu (7am - 7pm, Monday – Friday, local t

3.1.6 Call Center Main Menu (

4.1 Client Support Materials Overview

oint Materials4.1.1 Access P

4.1.2 Referral Member M

4.1.3 How to Order Client Support Mater

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

V-CAN User Guide 3 [email protected]

1.1. mily Resources (DFR) is

ing the way Hoosiers apply for Cash Assistance (TANF), Food Stamps and Health Coverage

d on a regional basis

their public

th Eligibility Modernization, the Voluntary Community Assistance Network (V-CAN) is a

ion about and

d Stamps and Health

ir clients – whether it is just to

mputer or phone to apply

r manage benefits.

hen assisting applicants

anage benefits in the

e tools they offer in their

ide may not apply to all V-CAN Access

ou have not

N Training presentations posted on the FSSA

1. Getting Started

Introduction

The Indiana Family and Social Services Administration (FSSA) Division of Fa

improv

(Medicaid and Hoosier Healthwise). Eligibility Modernization is being implemente

throughout Indiana to provide more choices for Hoosiers to apply for and manage

assistance.

In conjunction wi

formal network of service providers and community organizations that provide informat

access to the new tools available to apply for Cash Assistance (TANF), Foo

Coverage. V-CAN members can choose to provide any kind of help to the

get up-to-date information about system changes or to offer access to a co

for o

The V-CAN User Guide serves as a desk-top reference for V-CAN Access Points w

and clients in their office. This guide provides tips on the ways to apply for and m

new system. Depending on an Access Point’s level of involvement (i.e., th

e) and client needs, the information contained in this guoffic

Points.

The V-CAN User Guide is intended to supplement, not replace, V-CAN Training. If y

attended a V-CAN Training session, please review the V-CA

website (www.in.gov/fssa, click “Eligibility Modernization” and “Communications”

of the V-CAN User Guide is also available on the FSSA website. If you have questi

information contained in this guide, please contact us at

). An electronic copy

ons about the

[email protected].

1.1.1 V-CAN U

The V CA to assist V-CAN members with the new

system: Applying for Benefits in the New System, Managing Benefits in the New System, Client Support

Materials, V-CAN Resources, and an Appendix with Quick Reference Cards.

Throughout the guide, there are tips for using the new tools to apply for and manage benefits in the

new system. These tips may be especially helpful for V-CAN Access Points, Authorized Representatives or

clients. These tips are identified throughout the User Guide with an arrow and text box as shown below:

ser Guide

N User Guide is organized into five primary sections-

Throughout the document, helpful tips for using the new tools to apply for or

manage benefits in the new system are identified in this text box.

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

1.1. participation. V-CAN

2Options for Access Points

The first step to becoming a V-CAN Access Point is to determine your level of

membership is completely voluntary and you can choose

resource t needs. There is no one-size-fits- the level of access that fits your available

all approach to V-CAN membership. If you are a V-

are some options for consideration:

eof the following:

Computer

- Internet (Internet Explorer 6.0 or Netscape 7.0 - Free download)

ad)

puter, phone, etc.) that

ublicized Access Points serve the public and are listed on the FSSA website as

locations where applicants and clients can visit to apply for or manage benefits. To

w.in.gov/fssa

s and clien

CAN Access Point or are considering becoming one, below

A Access Point will provide at least onno

- Adobe Acrobat Reader version 4.0 or newer (Free downlo

- Printer (Optional, if computer is provided)

oPhone

oFAX

oMail

Access Points can choose to provide the method(s) of access (com

make sense for their clients and available resources.

Access Points can choose to be publicized or non-publicized.

find a list of Publicized Access Points in your county, go to ww , click

our county.

ny or all of the new tools for their

existing clients only. Non-publicized Access Points will not be listed on the FSSA

website.

“Family Resources” and “Where do I apply?”, then select y

9Non-publicized Access Points provide access to a

•You can upgrade your V-CAN member status at any time. If you would like to

upgrade to an Access Point or update your status as publicized or non-

publicized, email us at [email protected].com.

•Non-publicized Access Points will not be listed on the FSSA website.

V-CANUserGuide 4 vcan@us.ibm.com

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

V-CAN User Guide 5 [email protected]

2.1 w system. Applicants can complete

application, start an application over the phone with a Call Center

application or through

ts.

2.1.1 after modernization starting with each entry point

(i.e., toll-free line, local DFR office and Internet) and how an application and supporting documents are

submitted and processed. This diagram can be used as a reference for V-CAN members who assist

clients with the application process.

Figure 1: Public Assistance Application Process After Modernization

2. Applying for Benefits in the New System

Applying for Benefits Overview

There are several ways applicants can apply for benefits in the ne

an Internet screening and online

Representative, or apply at a local DFR office using a computer, phone, paper

an in-person interview. This section highlights each method of applying for benefi

Application Process After Modernization

The diagram below shows the application process

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Depending on t

Application), there are multiple w o s;

he different entry point (i.e., Internet, Online Application, Call Center or Paper

2.1.

ÖElectronic Signature

ening (similar to the FSSA QualCheck system used prior to

l questions related to

e screening indicates

ant’s screening results

DFR office or call the

s may receive Food Stamps

within seven days of the application date.

When an applicant completes all sections of the screening, s/he will view a results page (see Figure 2:

Screening Results). The results page tells the applicant whether s/he may or may not be potentially

eligible for Food Stamps, Cash Assistance (TANF) or Health Coverage (including the Healthy Indiana

Plan (HIP). Upon completion of the screening, applicants can choose how they want to apply for

benefits. Regardless of the screening results, an applicant may apply for any or all of the public

assistance programs. NOTE: The screening results are not an official eligibility determination. Eligibility is

determined by a State Worker after a signed application is submitted to the FSSA Service Center.

ÖElectronic Signature

Paper Application

l ÖPaper Application

ctronic Signature

ays t apply for benefit

ÜOnline Application

Internet Screening ÖPrint Ö

ÞMai

Online Application ÖEle

Call Center ÖMail ÖPaper Applicatio

Pap r Application ÖSigna

eture Page

2 Internet Screening

Applicants have the following options when completing the Internet screening:

ÜOnline Application

Internet Screening ÖPrint ÖPaper Application

ÞMail ÖPaper Application

Step 1: Internet Screening

Applicants will complete the scre

modernization) available in English or Spanish. The screening contains genera

household members, relationships, resources, income and expenses.

Applicants should complete the screening prior to completing an application. Th

whether the applicant may be eligible for Expedited Food Stamps. If an applic

indicate potential eligibility for Expedited Food Stamps, s/he should visit a local

FSSA Call Center. Applicants potentially eligible for Expedited Food Stamp

V-CANUserGuide 6 vcan@us.ibm.com

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Figure 2: Screening Results

Step 2: Ap

After scree ance (TANF), Food Stamps and/or Medicaid. The

general household, resources, income and expenses information entered into the Internet Screening will

plicants may continue answering questions on

paper application, or

ature

ÞMail ÖPaper Application

Option 1: Internet Screening ÖOnline Application ÖElectronic Signature

If an applicant chooses to complete the online application, s/he will continue answering questions

related to household, resources, income and expenses online. Before starting the online application, a

10-digit confirmation number will be provided to the applicant. The applicant should write down the

confirmation number before starting the online application. If an applicant cannot finish the online

in one sitting, s/he can use the confirmation number to finish the application when time

permits. The applicant will enter the confirmation number into the “Returning User? Enter Confirmation

Number” box contained at the beginning of the online application.

ply for Benefits

ning, applicants can apply for Cash Assist

be auto-filled into a partially-completed application. Ap

a computer by completing the online application, print a partially-completed

request a mailed, partially-completed application. Each process is outlined below

ÜOnline Application ÖElectronic Sign

Internet Screening ÖPrint ÖPaper Application

application

V-CANUserGuide 7 vcan@us.ibm.com

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Figure 3: Online Application Returning User

n online application once it is started and saved. Once an

ing an electronic signature

s the online application,

packet contains a summary of

rsheet and a Summary of Rights and

Responsibilities. The applicant will gather copies of supporting documents and submit the documents to

the FSSA Service Center or to a local DFR office.

Option 2: Internet Screening ÖPrint ÖPaper Application

After the screening, an applicant can print a partially-completed paper application containing the

information entered into the screening. On the paper application, the applicant will answer more

questions about household, resources, income and expenses. When complete, the applicant will sign

the Indiana Application for Assistance signature page and submit it with copies of supporting

documents (see Section 6.1.3) to the FSSA Service Center or local DFR office.

Applicants will have 30 days to complete a

applicant completes the online application, s/he will sign the application us

(see Section 2.1.3, Figure 7: Electronic Signature). Once the applicant complete

s/he will print or request a mailed copy of the application packet. This

the online application responses, a Document Cove

V-CANUserGuide 8 vcan@us.ibm.com

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Figure 4: Partially-completed Paper Application

If a pri ening, s/he can request

cation. Once the paper

te the application, sign the Indiana

Application for Assistance signature page and submit the application with copies of supporting

documents (see Section 6.1.3) to the FSSA Service Center or local DFR office.

JANE SMITH

123 MAIN STREET

MARION IN 46952

JANE SMITH

123 MAIN STREET

MARION IN 46952

The application is

ially-completed with

household member

information provided

during the Internet

Screening.

part

Option 3: Internet Screening ÖMail ÖPaper Application

nter is not available at the computer where the applicant finishes the scre

the partially-completed application be mailed to his/her home or another lo

application is received by mail, the applicant will comple

•It is recommended, not required, that applicants complete the screening prior to

completing the online application. The screening helps identify applicants potentially

eligible for Expedited Food Stamps, so all applicants are encouraged to complete the

screening prior to applying for public assistance.

•An application, regardless of the method used to apply (i.e., toll-free line, local DFR

office or Internet), is considered submitted when the Indiana Application for Assistance

signature page is received at the Service Center or local DFR office.

V-CANUserGuide 9 vcan@us.ibm.com

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

2.1. If an applicant is not applying for Food Stamps, or does not wish to screen for potential eligibility of

Exp dite Foo ening and complete the online application.

eting the online application:

plication

online application by answering questions about household members,

relationships, resources, income and expenses. The figures below provide examples of the household

member screens of the online application. Applicants will enter general information about each

household member as shown below:

Figure 5: Household Member Information

At the end of each online application section, applicants will review a summary page which allows the

applicant to review what is entered into the application and make changes if necessary. Applicants

will have 30 days to complete an online application once it is started and saved. Figure 6 shows the

Household Member Information Summary.

3Online Application

e d d Stamps, s/he can bypass the Internet Scre

There are two steps to compl

Online Application ÖElectronic Signature

Step 1: Complete Online Ap

An applicant will complete the

V-CANUserGuide 10 vcan@us.ibm.com

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