Carrington, Virginia (CHFS DCBS DFS) ‘Thursday, February 25, 2016 1:19 PM CHFS DCBS ESR: CHFS DCBS SCSR; CHFS DCBS WSR: CHFS DCBS NSR FS Staff; CHFS DCBS NSR FSSV's; CHFS DCBS NSR SRA, SRAA'S Ce: CHFS DCBS DFS; Conn, Chuck (CHFS OATS ESMB); Genty, Kia (CHFS OATS ESMB);, Conry, Jan (CHFS OATS ESMB); Dennis, Lesa (CHFS DCBS DSR); Bell, Rhonda P (CHFS DCBS Commissioner's Office); Malone, Kellie (CHFS DCBS Training Russell) Hilborn, Sharon (CHFS DCBS Commissioners Office); Boyd, Marshay L (CHFS DCBS OPP Franklin); Jones, Brian L_(CHFS DCBS DPPGC); Payne, LaToya T (CHFS Ombudsman); Galvin, Amy Roberson (CHFS OMB Hardin); Oay, Andrea T (CHFS OMB Franklin); Gehring, Amanda (CHFS OCBS Commissioners Office); Johnson, Adria (CHFS OCBS Commissioner) Subject: Work Around Document for R5 Attachments: R5 Worker Portal_Post R5 Defect Workarounds Guide_02252016_v4.docx Please find attached a document that has been compiled of known work arounds that should be used when we go live ‘on Monday. With the implementation of a system as large as this, we unfortunately can’t make it perfect right out of the gate! Staff should use this document as a reference guide while working through and processing cases on the new system. We've also included some quick tips that include screen shots for specific areas that we staff may need assistance in, This is a great tool to use as a reference, please take time to look through it and get familiar with the document, This document along with all the other documents that will be sent out will be found on the Division of Family Support intranet site. We will send out another email letting you know when we have uploaded all the documents and have the site live, As you all know, we are getting closer to our go-live date! This sa very thrilling time forall of us and our agency! Everyone from field staff to central office have worked so hard to make this a reality. It's exciting to finally see everything start to fall into place! If anyone has any questions, please contact the Division of Family Support through your regional office. ‘Thank you! Ginny Carrington, Director ision of Family SupportWorker Portal R5 Worker Portal Defect Workaround Guide Workarounds for defects with Post-R5 Resolution 2/25/2016Post Go-Live: Worker Portal Defect Workarounds, Contents 1. 2 3. 4. Worker Portal... Temporary Processes... Residency & Citizenship Screen..... MRT Determination Income Screens... Expense Screens... Preferred Payment screen... Special Circumstance Issuances Eligibility Determinations... KTAP Specific Absent Parent Screens. SNAP Specific.. Medicaid Program Specific. Report A Change ...nennnennonnsnn Miscellaneous Workaround Aids .. inna Absent Parent Information: Joint Custody Agreement... soon D2 Living Arrangement: Incarceration. Case Note: Primary Caregiver Responsibility: Two Emancipated Teens in Household. Terminated Income... No Income Verification for Medical Leave.... Applicant pends for Non-SSI Medicaid Type of Assistance (ADBM) for Medical Review Team; Applicant should have been approved for Long Term Care Medicaid.22 Bonofit Management..urnounnnnnnnennsnen 124 Temporary Processes 24 Workaround Aids . a 26 Cannot complete changes on inactive cases to auto-detect a benefit discrepancy....26 Correspondence. Temporary Processes... Conversion. 2o0f27Post Go-Live: Wotker Portal Defect Workarounds 1. Worker Portal Temporary Processes Residency & Citizenship Screen Worker Portal Defect Identifiers Temporary Process When the program requested is SNAP ates yystem Is updated to grey out nly, KTAP only or SNAP and KTAP, the SNAP, KTAP, these fields, each field must be ‘Citizenship Acquited Through” and ciectana Crclatnd ccosien ner alent "Citizenship Start Date" are not greyed out peices as expected. On the "Citizenship" screen, if "Bith” is selected for "Citizenship Acquired Through’, the “Citizenship Start Date’ is Citizenship, Birth, rot automatically populated as the date of. #l€ birth of the individual as expected. On the Residency screen, when worker chooses a source of verification, the Residency, “Verification Date" field is not automatically Verification populated as expected. On the Residency Screen, its not possible to answer the questions correctly to indicate someone is living in another state besides Kentucky. Even if the client indicates that they live in a different state, we are asking If they intend to remain in Kentucky, which Is contradictory, Residency, Remain in Kentucky, SNAP, KTAP On Residency screen "ts this residency record information common for all household members?" question works only for the first time. After answering to this question as “yes” for the first time, Ifthe Residency, Common ‘worker comes back to “Residency’ screen Record information ‘and changes the information of Head of household, then even after answering “yes” to the question, the information is not Updated for the rest of the household. Enter the date of birth of the individual In the Citizenship Start Date field. Unless the individual gained clizenship through naturalization, then it would be the date citizenship was obtained. Until the system is updated to upload the current date in the verification date field, enter the date the verification is received. ‘The purpose of the question is for MA and QHP/APTC. A fix will be made to disable the question for SNAP/KTAP after go-live, Until resolution, for MA-only cases, answer the question accurately. For SNAP or KTAP cases, answer the question “Does the client intends to remain in Kentucky’ as Yes when the question displays. Ifthe applicant does not live in Kentucky and applies for SNAP/KTAP, they will be denied regardless of how they answer this question, Update the residency information for all the household members individually until resolution. 30f27Post Go-Live: Wotker Portal Defect Workarounds MRT Determination Defect When an authorized representative apoties for @ deceased individual, the case gets “PEND” status for MRT. To complete the MRT documentation, the signature of the individual is required, which, in this case, cannat be provided since the individual is deceased. Disabiltyiincapacity Information: Previous MRT: At initial intake the "Previous MRT/Hearing" question was ‘answered under the DISABILITY radio bution instead of under the INCAPACITY radio button The result of answering the Previous MRT question on the Disability section insteed of the Incapacity section made the system consider Dad as receiving disability and gave him a KWP "G" exemption for being Authorized Representative, MRT. Deceased Individual, Signature Disability, Incapacity, MRT, KTAP, KWP Worker Portal ‘Temporary Process Per policy, the MRT 15 can only be signed by the patient, legal guardian or power of altorney. Select that the deceased Individual (client) is signing the MRT 15 themselves unt resolution. Workers should enter Previous MRT determinations for Incapacity and not for Disablity. If the individual Is truly disabled, they should enter one of the Exemption options prior to the “Previous MRT Permanently disabled, which is incorrect. It ation fico ent ogura dd to compete Determination (ex: 100% deatity KWP assessment, also incorrect. oe These meorec ig eal alo cause income! inormaton tobe Dopod and ceperid onthe federal fe ‘The system is applying the MRT disability criteria for non-MAGI to KTAP. Income Screens Defect Identifiers Temporary Process eH Enter exactiy what is on each schedule and the system will calculate correctly. Post Go-Live, the following fields will On the Self Employment screens, certain be marked mandatory: fields should be marked as required for Self Employment, » Schedule C: Enter "Gross Receipts ‘expenses to calculate income automatically and correcly. Income, Schedule C If the individual receiving Child Support Payments is eligible for KTAP, the Child ‘Support Income is deducted from the Benefit Amount, but this deduction is not displayed on the "Financial Summary" screen. This is causing confusion, Financial Summary, KTAP, Benefit Amount or Sales" and at least one expense field © Schedule E: Enter at least one income field ‘© Schedule F: Enter "Gross Income" and at least one expense field Even ift does not display in the Financial Summary, the Child Support Income disregard is being considered when an individual receiving Child ‘Support Payments is eligible for KTAP. The Child Support Income Disregard amount is excluded from benefits after 4ot27Post Go-Live: Worker Portal Defect Workarounds Defect Ex) The Financial Summary soreen does ‘not clearly show the child support income ($100) and Child Support disregard amount ($50) 2s separate entries in the gross test. However, the disregard amount Is considered, just not displayed. Hence, this is not affecting eligibility and is just a display issue. APTC income is not added in the Earned / Unearned Income section on Financial ‘Summary screen, causing confusion. Financial Summary, APTC. For a KTAP case, there is no question ‘about EITG and there is no way to indicate EITC, Earned Income itin the Income or Liquid Resources drop Tax Credit, Federal down. According to policy EITC is File considered an excluded resource. Expense Screens Defect ‘When an individual states that there is an, ‘Out of Household member paying an ‘expense, there is no option to indicate that the person is paying the vendor so that the amount would be excluded, After go-live, vendor will be an allowable value, and if selected, eligibility rules wil know not to consider that deduction. Expense, Vendor, ut of Household Member Worker Portal ‘campieting the financial module. Worker needs to understand that the disregard is being considered unti resolution when the amount is displayed on the Financial Summary sereen. Until APTC income is added {oléisplays in the Financial Summary, i the worker is confused or wants to varify why there is a discrepancy where there is no Eamed/Unearned Income displayed in Financial Summary, but FS says there is income, they can go back Into the case and review the APTC screen to see if thal addresses, the difference. The system is only colfecting EITC Information for the Federal File, It is not an elighilty factor. After go-live Deloitte wil include state EITC and Federal EITC in the unearned income reference table and it will not be counted by EDEC because itis excluded. Unti a resolution, do not collect EITC information so that its not counted. Temporary Process fa client is having the expense pald for by an out of household member to avendor, do not enter the ‘expense. Add case comments on the Expense Gatepost screen oxplaining why the expense was not included. Sofz7Post Go-Live: Worker Portal Defect Workarounds Defect ‘There are 8 questions under Uility Expense section on the Expense Questions screen- 4. Is the household billed for utility ‘expenses? 2. Is the Household eligible for utility standards such 8 SUA (LIHEAP), BUA or telephone? 3. Is the household eligible to count actual utility expenses? Identifiers Expense, Utility Standards Question 2 and 3 get enabled only when question 1 Is answered as "Yes" else they are defaulted to NO™ and cannot be changed. However, question 2 should always get ‘enabled respective of value selected in question 1. Preferred Payment screen Defect ihe "Preferred Paym ‘screen, currently, there is no character limit onthe “Routing Number" and “Account —_—Preferred Payment Number*fields. The Routing Number Details, Account should have a limit of 9 numerical Number, Routing characters and the Account Number Number should have a limit of 20 alphanumeric characters, ‘When an individuat is eligible for KTAP or KC and chooses to receive issuance as a direct deposit, they are required to provide the bank details. * Incases where the individuals do not know their bank account number and routing number, they are not able to proceed ahead since entering both the ‘outing number and the account number are mandatory. + Currently there is not a way to pend a KTAP ot KC case for the bank information when an individual requests direct deposit as the account number and routing number fields are mandatory. KTAP, Direct Deposit, Bank Details, Account Number, Routing Number Special Circumstance Issuances Defect Identifiers Worker Portal Temporary Process Ifthe household is not billed for tities, but their landlord received LIHEAP for the address, the address is then listed inthe LIHEAP Master. Answer question 1 as Yes so that the household can establish entitlement to SUA. Enter the “Routing Number" and “Account Number" forthe individual's checking account exaclly as it appears ‘on the voided check or form PA-63. Until this is fixed, do not enter the bani information, Workers must provide the client with form PA-63 and instruct the client fo return the completed form which has been completed by the bank ‘or the client completed form atong with ‘avoided check. When the client brings in the necessary information, the worker can select direct deposit and ‘enter the bank information. if the client does not bring in the voided check benefits wil be issued through EBT.Post Go-Live: Worker Portal Defect Workarounds Defect ‘There is a request that when requesting Special Circumstances for State ‘Supplementation cases, there should be a cap for the maximum allotment amount Identifiers State ‘Supplementation, Special Circumstance, Allotment Amount Right now, when requesting benefits through Special Circumstance the applicant is allowed to enter amount more than $795 for a single member case and $1218 for a two member case. ‘There is a request that when requesting ‘Special Circumstances for KTAP, there should be @ cap for the maximum allotment amount. Right now, workers are able to enter amount more than the maximum amount. KTAP, Special Circumstance, Allotment Amount Eligibility Determinations Defect Entered application for SNAP only, o member who is a drug felon who claims she's been assessed and completed rehab. Independently verified identty (driver's license). For all other items needing to be verified, used “client's statement”. Per Volume 2 MS 64604, the system should assign this case @ one month ‘certification period since the application ‘was taken prior to the 18th of the month and other things besides ID need to be, verified. The client must be recertified and provide all postposed verification before December benefits are authorized. System is ‘assigning a longer certification period. Identifiers Expedited SNAP, Certification Period On the "Health Insurance Policy’ screen, if Health Insurance the verification is not provided, RFlis not Policy, Verification, generated post eligibility which is incorrect. Post Eligibility, RFI MCh al etera rl) Temporary Process Until the system has edits to prevent issuance of more than the maximum benefit amount, supervisors must carefully review each special circumstance request before approving to make sure the amount being issued Is correct. Until resolution, supervisors must review each special circumstance tequest carefully before approving to make sure the amount being issued is ‘correct. ‘Temporary Process Expedited SNAP EDGs also include a ‘SNAP EDG. This makes it seem that the worker may have approved SNAP which is not the case. For example, If 2 months of expedited SNAP benefits are approved, the ‘worker will see 3 EDGS in total (Application Month, Expedited Next Month, and SNAP Ongoing). ‘The SNAP Ongoing EDG may not actually be approved if the EDG is, ending for additional verifications. ‘This will be determined at the one month recert. Worker must answer Not Verified and then wil have to manwally issue an RFI through the Correspondence module to «ask for information from the client. 4. Click Correspondence from top navigation 2. Select Manual Correspondence ~ Selection 3. Enter case # 4, Select RFI as the correspondence needed to generate. 5. Worker manually types in the reason for Manual RFI 6. Worker then needs to rerun TolarPost Go-Live: Worker Portal Defect Workarounds When an individual applies for KTAP, but in the process chooses FAD, the right ‘navigation shows KTAP in the instead of FAD. Ina Case Merge, the eligibility results are appearing incorrectly for the existing program. In this case the original eligibility results showed the individual was eligible for QHP. But when associating the cases, QHP was displayed as ineligible which is incorrect. KTAP Specific Defect ‘Ina Payee case, where a guardian is requesting KTAP for a child, FAD Short Term Needs screen is also queuing for a ‘Child Only application. Payments are not calculated correctly i placement date is backdated. For e.g, ifa new KC case is initiated on 1-Feb-16 with a “Placement Date” of 1-Jan-16, th ‘case should be approved and generate payments for both Jan and Feb. WP KTAP RS Screen is not capturing the Good Cause Review Date KTAP, FAD, Right Navigation, EDG ‘Summary, Case mode Etigibitty, Case Merge, GHP KTAP, FAD Short Term Needs KC, Placement Date KTAP, Good Cause Review Date WW elareleola cl Temporary Process ~~ giigbity and case will pend for the receipt of verification. To confirm which program the client is approved for, check the EDG Summary screen. Under their EDGs, the Type of, Assistance is shown as FAD. ‘Always use the ‘Add Program’ functionality instead of Applying for ew program and associating the application to the existing case for the individual. This helps pervert case merge and MCI errors. Temporary Process Unti resolution, complete the FAD Short Term Needs screen indicating that there are no short term needs. Use the application back date functionaity if the placement date is less than, or equal to, the 90-day back date limit. f placement date is greater than the 90-day limit, back date the application to the maximum and issue special circumstance payment for the difference. Use OTIS to determine the date. fa date has been passed on to OTIS, use that date. Ifa date has not been passed on to OTIS, the system will assume 3 months after the current date. Use that date. B0f27‘When a single parent case transitions into ‘a two parent case in KTAP, the system ‘does not look back 24 months prior to the second parent joining the case but to 24 ‘months prior fo the date of application ‘which is incorrect and thus, the case does ‘not pend until the Stst day of unemployment ‘Minor mom and dad are married and have a child. They are living with minor mom's parenis. The Minor Parent Screen queued and required a response for minor dad only. Per policy, a teen parent under age 18 who is married and living with a spouse Is not required to live in an adult supervised setting. When adding out of state months, required worker to answer the Sanctioned/Exempted Month. This field should be disabled for workers. On the “Absent Parent Information soreen, if "Paternity Not Established” is chosen as the reason for absence of father from household, the fields “Absence Verification" and "Additional Absence Verification” are cispiaying mandatory fields. Since paternity has not been established, these fields should not be required, (On the “Absent Parent Information” ‘screen, the application date is not prepopulated for "Cooperation with CSE / MSE Begin Date" as expected. Past Go-Live: Worker Portal Defect Workarounds - Outof State, Out of Worker Portal Identifiers. ‘Temporary Process Grice @ date is added in Worker Portal, itwillbe shared in OTIS as wel. Close the single parent case and the famiy will reapply as a two parent case. If the deprivation is for ‘unemployment and the individual has not met the 30 day period, the case will pend. KTAP, Single parent case Work Around isto just answer Yes to ‘Under Adult Supervision’; Eligibility ‘wor consider since they know to Minor Mom, Minor Dad, Minor Parents, Verification, Minor consider them as an Adult, but you will Parents soreen, Adut stil need to enter data on the screen to Supervised Setiing move forward After go live, this field will be disabled ‘and defaulted to ‘None’, however until then the worker can answer the ‘question as ‘None’ manually. This question wor't affect eligibility regardless of what is selected though State Months, KTAP, Sanctioned/Exempted Month’ Identifiers ‘Temporary Process Uni the system is updated, when Paternity Not Established is selected as the absence reason, enter Client Staterient as the verfication for both the “Absence Verification” and “Additional Absence Verification” fields. Because this information is not consideration of eligibility in this situation, the system will not pend for Absent Parent, Paternity, verification this. Absent Parent nie Enter the CSE Cooperation Begin Date Cooperation wih CSE 55 te Appicaion or Curren! Dale 90127Post Go-Live: Worker Portal Defect Workarounds Defect Ina case where there is a married minor teen whose spouse is notin the household, the marital status is not being asked for the minor teen. This resulls in a mandatory absent parent referral for the teen, which Is not correct policy. Case where deprivation is Divorce, entered Court Documents in the Absence Verification Fields. The Additional Voluntary Absence Verification field was not disabled and worker is required to enter a second verification source. The system should either accept Court Documents as the only needed verification source of voluntary absence or the values need to be updated and specify divorce/annullment papers. Note: If deprivation Is BOW with No Paternity Established then absence Is not required to be verified. Both fields should be disabled in that scenario as well, SNAP Spex ‘The SNAP Work Group would like a field on the SNAP EDG Summary, or anywhere, that allows for the worker to quickly see if. the individual is Categorically Eligible. ‘When processing a change for a SNAP case with an individual receiving SSI, the case # on system shows SNAP case AND "Financial Assistance for Health Care’. ‘The client only ever had a SNAP case on the system, no Medicaid. Even though the client receives SSI, the Medicaid eligibility screens should not be prompted when navigating through the SNAP case. + Screens accessed that should not have been: Tax filing status, APTC screen, Third Party Liability screen, Walver screen, and Third party Identifiers. Married minor teen, ‘Absent parent referral ‘Absence Verification, Court Documents, Absent Parents, Divorce Identifiers Categorically Eligible, Categorical Eligibility, SNAP, MAGI SNAP, SSI, RSDI Complete the referral until resolved. Select Court Documents for both verifications ‘Temporary Process At go-live, ther any type indicator or way to verify saying CE. ‘Assuming all other factors are reverified appropriately, the case approves. Workers should know that there won't be anything to say it approved because CE. They can look at Correspondence and see that No RFI was ever sent for those items and know that it wes because CE. ‘This scenario Is applicable to RAC (during renewals and intake, only ‘SNAP screens would be queued). ‘Since this happens during RAC, the worker has the ability to jump around, 0 they can skip the MA screens if they Would like using the top and left navigation. If they are just clicking Next through the application, the worker can answer the questions(TPL, Waiver Screening, etc), but the answers will NOT affect their SSI benefits 100127Defect ‘pplication signature screen. Medicaid Program Specific Defect Identifiers Living Arrangement screen for QHP Only ‘Cases is queuing up, which is not required as per the design. After go-live, the SCr2€9. jing arrangement would queue up with limited values in the field Living Arrangement Type with ‘Not Applicable’ and ‘Incarcerated’ as the only values. QHP, Incarcerated There is no question inthe system asking “Has bank and courthouse asset check been done?" Therefore, the system does ‘tot correctly pend for this to be completed when running eligibility. There should be a ‘question prompting the worker to indicate whether the check has been performed before running eligibility. Resource Questions Gatepost, Courthouse Asset Check. Medicaid specific questions are not populating when going through State Supplementation cases put on and processed in Worker Portal. Case approved correctly and issued correct benefits. The MA specific questions did not populate white going through the case. Medicaid Penally Warning screen did not show up. Medicaid, State ‘Supplementation Post Go-Live: Worker Portal Defect Workarounds ‘Temporary Prot ‘After go live, if the case is @ GHP only case, the values for ‘Living Arrangement Type’ will be ‘Not Applicable’ or ‘incarceration’. Until then, either select ‘in Home’ or ‘Incarcerated’ Until this question is added to the Resource Questions gatepost screen, continue the application and manually ‘complete the check outside the system per usual business process. You can run eligibility, but do not dispose of the case until the check is complete. Perform the Courthouse / Liquld Asset check within 10 days of the application. Ifyou find any assets thal were not reported, add them to the application before disposing of the case. If no other assets exist, dispose of the case 8 appropriate. ‘Add Program request for Financial Assistance lo queue up screens required for Medicaid. 110127Report A Change Defect Post Go-Liva: Worker Portal Defect Workarounds Identifiers Worker Portal Temporary Process ‘avigaied to the Head of Household's Individual sereen when helshe tries to add a new member to the case in Change mode, however the "+ Person’ button displays on the right navigation. During Report a Change (RAC) In a KTAP. case the worker Is navigated to the ‘Short Term Needs’ screen, This should not be available ina KTAP Ongoing case because they are already receiving KTAP, Miscellaneous Defect Using the scheduling appointment functionality requires a case number to create an appointment, so when trying to create an appointment for a new case, worker is unable to schedule an appointment. If an applicant is applying for separate programs for different children in the household, they do not have the option to assign child support right to Cabinet for ‘one child and not for the other on the Application Information screen. The ‘question is generalized for al children. ‘Only users with supervisor role should be able to edit the comments in case notes. ‘System is allowing caseworkers as well to edit the case notes, which is incorrect. QA Module Drop Down and Navigational do not match the QC/M&E Requirements ‘Add a new member, Head of household Short Term Needs; KTAP, FAD Identifiers ‘Schedule an appointment, Case Number Child Support Medical Support Assignment Rights, Application Information Case Notes, Comments, Case Workers Quality Assurance, Drop Down, Navigation Click the “+Person” button on the Head of Household’s Individual information screen to trigger a blank Individual screen for adding a new household ‘member. ‘The answers to the Short Term Needs {questions will be uploaded from what was entered at initial. ‘Changes must not be made to the ‘Short Term Needs screen while in ‘change mode. Changes made for KTAP ongoing cases wil not result in FAD being offered. Temporary Process ‘While ciiant is on phone or in office, worker must click to start Application Registration. Go through Application Registration with the client, and click Submit and Continue to Intake. This, generates a case number. After this, the worker can schedule an ‘appointment using that case number or manually generate correspondence, If the individual wants to apply over the phone, then we still capture their signature through voice signature. Continue answering Yes for all zpplicants until resolution, which may involve moving the question to later in the application, Do not edit any case notes until resolution. Even if workers do so, it will be captured in the audit trail if changes are made that has the user who made the edits, If necessary to review something on an element not present in system, do 80 ‘outside of Worker Portal using the current KAMES process. 120127Post Go-Live: Workor Portal Defect Workarounds Help Text is not in syne with the page in view on a couple of application intake Holp Text, App Intake Der Sirecty from the Table of Contents sereens Navigate to the appropriate screen 130127Post Go-Live: Worker Portal Defect Workarounds Workaround Aids Absent Parent Information: Joint Custody Agreement Worker Portal In the joint custody table for Absent Parent information, the question "Is there a 60-50 joint custody agreement" should be prior fo the begin date. If the answer is no to joint custody, a date would not be required. ‘Workaround: Enter the Application Date and then answer No to “Is there a 50-50 joint custody agreement?” 1. Navigate to Absent Parent Information screen. In the Joint Custody section, Enter the Application date in the Begin Date field 2. Select No for “Is there @ 50-50 Joint Custody Agreement?” 3. Click Next fo continue peer TD Aaecat Param tntemmaion © RF 2 pent atatinrmeton 140127Post Go-Live: Worker Portal Defect Workarounds Living Arrangement: Incarceration Worker Portal When incarceration is selected as the deprivation type, there are no fields to enter the name of the pprisonjail, the phone number, the contact person, etc. All of these fields are currently required fields in KAMES. When an absent parent is incarcereled, the worker must contact the prisonfail where the ‘absent parent is located to verily when the parent was incarcerated, an expected release date, facility name & address, phone number, and contact person that the worker spoke with to verify all the other Information. Workaround: Worker needs to enter Jail/Phone #/Etc. in Case Comments on Living Arrangement screen, 1. Navigate to Living Arrangement screen. Click the Case comment icon and enter the following details: + Date when the parent was incarcerated + Expected release date + Facilityiail Name + Faciltyail Address + Faciity/Jail Phone # © Contact Person Click Next to continue Mospaatinvon enporny neonsteston 150127Post Go-Live: Worker Portal Defect Workarounds Case Notes There is a request for a comment screen at the end of the application which would populate the ‘comments workers may have entered throughout the application as well as have the abilty to add to ‘comments in an attempt to summarize the case. Staff would be more inclined fo enter comments if they had a page at the end which will act as a prompt. Not having @ comment screen will make it exiremely difficut for workers processing cases as well as staff completing case reviews or supervisors trying to review a case to see what is going on in that case when they receive @ complaint call. Workaround: Accurately enter comments as you go through the application. Review on Case Summary screen by clicking View Case Notes. 1. Click the View Case Notes button on the lower right side of the screen. It will ake you to the Case Notes Summary screen. 2. On the Case Notes Summary screen, click the drap down arrow button under the search results and. you will be able to review the comments onary Sew tl C1 [i] weminies sete tances ome ome 16 0127Post Go-Livo: Worker Portal Defect Workarounds Case Notes Summary @ 7 nti Sie ewer iat ka psa cons F |. A Case Note Addition window will open up. You can add here. eet 17 0f27Post Go-Live: Worker Portal Defect Workarounds Primary Caregiver Responsibility: Two Emancipated Teens in Household When two emancipated teens are present in the household, the Primary Caregiver Responsibility screen is queue. In the updated environment, this screen would be queusd only if the gatepost question for this ssoreen is answered as Yes. Workaround: Workers should complete the screen indicating that each teen is caring for the other. 1. Navigate to Primary Caregiver Responsibility screen. Choose any individual from the individual Receiving Care dropdown: Choose the other individual from the Caregiver Name dropdown, Enter Care Begin Date Select Yes or No from dropdown for Is Adequate Child Care Available? Enter Verification Dato Click Add pao Verification 3. Click Next 2 of 27Post Go-Liva: Dofoct Workarounds Worker Portal Applicant pends for Non-SSI Medicaid Type of Assistance (ADBM) for Medical Review Team; Applicant should have been approved for Long Term Care Medicaid Applicants applying for Long Term Care ere pending for MRT Review for ADBM Medicaid (Non-SSI ‘Medticaid), which is not appropriate. Workaround: Until resolution, these can be issued via Special Circumstance. 1. Navigate to the case in discussion and click on Request Spacial Circumstance button from the right side pane! =a venues ee EL =a Soh emai = a 7 ew | wea | ‘curt umn tet tame 2. On the Special Circumstance screen, enter the following information: * Program * Name + Request Reason ‘* Request Begin Date « Request End Date 3. Click Save 22 0f27Post Go-Live: Defect Workarounds Worker Portal spacial Circumstances Request @ 7 23 0f 272. Benefit Management Temporary Processes efe Strike was reported timely by the client, but the system triggered the Overpayment screen to refer a claim. There Is the option to "Do Not Refer’, but the only values that display are: Agenoy Error, Fraud, or Client Error, which don't apply to this case. ‘The fields for Date Client Became Aware and Date Client Reported should be @ requirement as they are the indications of an IPV, IHE or AE and allow the claims worker to know whai was determined when the change was known, reported and worked. Currently, the fields are not required to be entered when working a claim. Example, on this case income was ‘added without those date, so the claims worker is unable to verify if this an agency error claim or SIPV claim and have to go ‘based on the option marked with claim discrepancy. Without comments explaining the claim referral, they are unable to make a determination. When completing the increase the benefit reduction amount field, a payment due date and payment agreement date should not be required to be entered on the claim adjustment screen. This appears as a Payment agreement when inquiring the ‘claim and itis not, The agreement date and due date will be there after the claim is out of benefit reduction. Post Go-Live: Benefit Management Defect Workaraunds Strike, Overpayment, Claim, Do Not Refer, Agency Error, Fraud, Client Error Date Client Became ‘Aware, Date Client Reported, IPV, IHE, AE, Claim Benefit reduction ‘amount field, Claim Adjustment Screen, ‘Agreement Date, Due Date, Benefit Reduction, Worker Portal Click Do Not Refer and select Agenoy Error. Enter Case ‘Comments explaining the reason for the selection ‘All workers must enter the Date Client Became Aware and Date Client Reported fields when Reporting a Change. This must be enforced at ail locations by supervisors. Until resolution, both a payment due date and payment agreement date wail remain required. Enter in a future date for each of these that can be updated once the inquiry Is complete. 24 0f 27Interest on a claim per court order is incorrectly being calculated from the claim established date entered on the system. Interest being charged on the claim should start from the first payment due date or from the court order date. Since the court order date or first payment due date can differ greatly from the claim establishment ate, the system does not calculate the interest charged per the court order correctly. ‘The task is being created for Medicaid Retroactive ineligibility, but case worker has no control on whether to actually send itto claims at this point. Separate record is not created when a ‘worker edits the payment of a check that was bounced. There is no record of the original record once worker submits the ew amount, ‘Two claims created for same casa with the same primary liable individual in both cases, Case is no longer receiving benefits and payment agreement is set on the first, claim, Nothing gets paid on the 2nd. Payment. This cause the second claim to become delinquent, even when the first lai -26n paid by the client Post Go-Live: Benefit Management Defect Workarounds. Claim interest rate charge, Claim per court order, Court order date Medicaid Retroactive Ineligibiity Original record, Check bounce Claim, Delinquent Ni haTal eto) a1) Temporary Process Manually correct the claim amount to the appropriate value until resolution. The task is being created, but case workers have no control on whether to actually send it to ciaims at this Point. Until resolution, task will be referred to Claims workers to make the necessary determination from the task, Explain the difference in case ccornments until this issue is resolved. CMS Claims Workers must check to See if the primary individual has another claim for the same program and suspend that claim. 250127Post Go-Live: Benefit Management Defect Workarounds Worker Portal Workaround Aids Cannot complete changes on inactive cases to auto-detect a benefit discrepancy Workaround: Until resolution, Claims workers can utlize the Manual Claims Issuance functionality. 1. Navigate to Tools from top |Sideatshastaaead ore.) Com Eetichinent menu and click Benefit pe inion 2 Management. : 2. Select Individual Claim Establishment in the left hand navigation under the ‘Manual Issuance section 3. Enter Individual # and choose Program from the drop down. If Individual number is not known, use the Lookup functionality to find the individusl number through identifiable ivorraton 4, Themeloc Enter Th restot |". the eeren woud popuate, | ~ =) 5. Enter Claim Period Begin ‘and End Date and click’ Enter 6. Populate the Claim Action section with the following |... details: ssi a.Category Type : b.Claimn Status a Reason eee 7 on = ¢.Detection Claim Amount . #. Comments 7. Click Submit. 28 of 27Post Go-Live: Correspondence Defect Workarounds Vota fo) a1) 3. Correspondence Temporary Processes Defect Identifiers Temporary Process PA-22 Resource Assessment nolce for Resource Manualy generate te PA 22 egain Long Tom Care casge with atongT®™m —Aesessment,Long trough the Corespondence module eee ‘ommunity Spouse, Term Care, and manually mail it to the. needs tobe sen to both hoveehold Tomer, on, ee mt al members. Currently we are sending only ‘one notice to the client. ~ Gurren functionality only alow fora SAFE 2 pplication after S81 clent turns 60. no response another application is sent aller coca 30 days. Ifno response the next for the alread) ly generated SAFE opportunity is only atthe nextrenewal. SAFE, SNAP, SSI," Ve nisauly generate the cont wishes fo apply for SAFE at any On-demand point during the year, KAMES has the Saaeedeliah.' Seu ability o generate a SAFE application Ons Demand, and the WP should have the same functionally ‘Community Spouse ~Wanaaly give @ copy ofthe MA 34 “The MA 34 is not present in the birdueal Correspondence inventory. Thus the Lo cas dslosla eat id correspondence is not generated. MA 34 aa correspondence from the system. However, the system does not pend the Correspondence. case for fecsit of ts dogumen tom fe Da ot pose ot casa (even client. received back from the client. Conve Refer to the provided Conversion Documents for any issues related to Conversion. © Conversion Overview © Working with Converted Cases Tip Sheet 2 ofa