INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) V-CAN User Guide December 2008 V-CAN User Guide vcan@us.ibm.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Table of Contents 1. Getting Started………………………………………………………………………………….. 3 1.1 Introduction 1.1.1 V-CAN User Guide 1.1.2 Options for Access Points 2. Applying for Benefits in the New System…………………………………………………... 5 2.1 Applying for Benefits Overview 2.1.1 Application Process After Modernization 2.1.2 Internet Screening 2.1.3 Online Application 2.1.4 Call Center 2.1.5 Paper Application 2.1.6 Application Packet 2.1.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 1. Getting Started 1.1. Introduction The Indiana Family and Social Services Administration (FSSA) Division of Family Resources (DFR) is improving the way Hoosiers apply for Cash Assistance (TANF), Food Stamps and Health Coverage (Medicaid and Hoosier Healthwise).
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 1.1.2 Options for Access Points The first step to becoming a V-CAN Access Point is to determine your level of participation. V-CAN membership is completely voluntary and you can choose the level of access that fits your available resources and client needs. There is no one-size-fits-all approach to V-CAN membership.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 2. Applying for Benefits in the New System 2.1 Applying for Benefits Overview There are several ways applicants can apply for benefits in the new system. Applicants can complete an Internet screening and online application, start an application over the phone with a Call Center Representative, or apply at a local DFR office using a computer, phone, paper application or through an in-person interview.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Depending on the different entry point (i.e., Internet, Online Application, Call Center or Paper Application), there are multiple ways to apply for benefits; Ü Online Application Ö Electronic Signature Internet Screening Ö Print Ö Paper Application Þ Mail Ö Paper Application Online Application Ö Electronic Signature Call Center Ö Mail Ö Paper Application Paper Application Ö Signature Page 2.1.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Figure 2: Screening Results Step 2: Apply for Benefits After screening, applicants can apply for Cash Assistance (TANF), Food Stamps and/or Medicaid. The general household, resources, income and expenses information entered into the Internet Screening will be auto-filled into a partially-completed application.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Figure 3: Online Application Returning User Applicants will have 30 days to complete an online application once it is started and saved. Once an applicant completes the online application, s/he will sign the application using an electronic signature (see Section 2.1.3, Figure 7: Electronic Signature). Once the applicant completes the online application, s/he will print or request a mailed copy of the application packet.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Figure 4: Partially-completed Paper Application JANE The application is partially-completed with household member information provided during the Internet Screening.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 2.1.3 Online Application If an applicant is not applying for Food Stamps, or does not wish to screen for potential eligibility of Expedited Food Stamps, s/he can bypass the Internet Screening and complete the online application.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Figure 6: Household Member Information Summary Step 2: Sign and Submit Application When an applicant completes the online application, s/he will sign the application using the electronic signature.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Once the applicant signs the application, s/he may print or request a mailed copy of the application packet. This packet will contain a summary of the online application responses, a case-specific, barcoded Document Coversheet and a Summary of Rights and Responsibilities. The applicant will submit copies of supporting documents to the FSSA Service Center or local DFR office. 2.1.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) The application contains a case-specific barcode, so a blank paper application should not be photocopied and used for multiple applicants. 2.1.6 Application Packet An applicant may print or have an application packet mailed to them, regardless of method used to start an application (i.e., toll-free number, local DFR office or Internet).
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Figure 8: Document Coversheet Select the document(s) mailed or FAXed to the FSSA Service Center. For the most efficient processing, each piece of required documentation should be submitted on an individual page. For example, if you are providing a photocopy of a driver’s license and Social Security Card, you should copy each document on a separate page rather than copying both items on the same page.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 2.1.8 Application Processing An application is considered submitted when the Indiana Application for Assistance signature page is signed and received by the FSSA Service Center.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 2.1.10 Authorized Representatives Authorized Representatives may be designated by applicants and clients who have barriers to completing the application process.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Figure 10: Authorized Representative Form (available on the FSSA website) 9 Applicants may designate up to three Authorized Representatives per program (i.e., Cash Assistance/TANF, Food Stamps and Medicaid). 2.1.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Healthy Indiana Plan (HIP) HIP is a state-sponsored health insurance plan for low-income Hoosiers.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 2.1.12 Application Tips Highlighted below are a few tips and procedures, most of which are especially relevant to agencies involved as Authorized Representatives: o o o o When using the Internet Screening or Online Application, do not use the Internet browser’ “Back” button; instead, use the “back” button located at the bottom of the screening or application.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 3. 3.1 3.1.1 Managing Benefits in the New System Managing Benefits Overview There are new ways to manage benefits in the new system, such as checking case status, reporting changes and completing the redetermination process. The Call Center Main Menu options are also provided for a quick reference when contacting the Call Center to speak with a Call Center Representative or to use the automated system.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) o o o o o o Checking case status on the automated phone system Applicants, clients and Authorized Representatives must provide last four digits of Social Security Number and ICES case number or date of birth to check case status on the automated system.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) online, clients must provide their last name, ICES case number, date of birth and last four digits of Social Security Number to report a change. Reporting Changes on the automated phone system Clients must provide the last four digits of Social Security Number and ICES case number or date of birth to report a change.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Upcoming changes to the redetermination process: Cases including Food Stamps (non-elderly and non-disabled) o 6 month review questionnaire o 12 month redetermination form and interview Cases including Food Stamps (elderly and disabled) o 12 month redetermination form and interview Medicaid and/or TANF Cases only (no Food Stamps) o 12 month redetermination form (no interview) Application processing standards (i.e.
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: o o o o Tier 1 Call Center Representatives answer general questions and process changes (i.e., household, employment, address and phone number changes). Tier 2 Call Center Representatives answer more technical questions (i.e., questions about letters or notices).
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 5. 6. Disagreements with a Case Decision 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.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 4. Client Support Materials 4.1 4.1.1 Client Support Materials Overview V-CAN Access Points and Referral members will receive client support materials to post in their offices and distribute to clients. The client support materials are free to all V-CAN members and contain helpful tips when applying for and managing public assistance in the new system.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 4.1.2 Referral Member Materials Referral Members provide applicants and clients with information on the ways to apply for and manage their public assistance.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 5. V-CAN Resources 5.1 5.1.1 General V-CAN members are an important part of the new system. There are several ways V-CAN members can get more information about Eligibility Modernization to help clients apply for and manage benefits in the new system.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) HIP Application and Brochures order form To order HIP applications and brochures for your office, complete and submit the HIP Applications and Brochures order form. 5.1.2 5.1.3 V-CAN Member Questions Questions and comments about eligibility modernization and the V-CAN should be emailed to the IBMled Coalition at vcan@us.ibm.com. If you are working with or on behalf of a client and experience a problem, please let us know.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 6. Appendix 6. 1 Quick Reference Cards The appendix contains several quick reference cards that V-CAN members can use when assisting applicants and clients. V-CAN members can cut out these reference cards for a quick, easy reference to helpful contacts and information. 6.1.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) V-CAN Contacts Public Assistance Contacts Cash Assistance (TANF), Food Stamp and Health Coverage To apply for and manage Cash Assistance (TANF), Food Stamps and Health Coverage: Toll-free Call Center: 1-800-403-0864 Service Center FAX: 1-800-403-0864 (same as toll-free number) TTY calls to Call Center: 1-800-743-3333 Online Application: www.in.gov/fssa, click “Apply for Benefits/Manage your Benefits” V-CAN website: www.in.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) Call Center Main Menu Call Center Main Menu Call 1-800-403-0864 Main Menu (7am – 7pm local time) Press (1) for English or (2) for Spanish Press (1) for Healthy Indiana Plan (HIP); (2) Benefit Programs (i.e., Food Stamps, Cash Assistance or Health Coverage); or (3) for IMPACT Employment Services Main Menu Options: 1. Apply for Assistance (by speaking with a Representative) 2. Check Case Status 3.
INDIANA ELIGIBILITY MODERNIZATION Voluntary Community Assistance Network (V-CAN) 6.1.3 Indiana Benefits: Information to Get You Started The list below shows the type of supporting documents that should be submitted with Cash Assistance (TANF), Food Stamps and Health Coverage applications. This list is included on the Indiana Application for Assistance: V-CAN User Guide 33 vcan@us.ibm.
