MMW Webinar IES Phase 2 Rollout New Manage My Case and Appeals Portals

Transcription

1 MMW Webinar IES Phase 2 Rollout New Manage My Case and Appeals Portals August 3, 2016 Webinar Logistics: Audio: Listen through your computer speakers or call in using a telephone. To get call-in information, click telephone under audio. Because there will be a large number of people on the call, all lines will be muted to ensure good audio quality. If you have a question during the webinar, please type your question into the question box. Questions will be answered at the end of the webinar. The webinar slides and recording will be sent to all registrants within approximately one week of the webinar.

2 MMW work is supported by grants from local and regional foundations: Retirement Research Foundation Michael Reese Health Trust Chicago Community Trust 2

3 Who We Are: MMW Leadership AgeOptions Area Agency on Aging (AAA) for suburban Cook County Health & Disability Advocates Policy and advocacy organization Progress Center for Independent Living Cross-disability, non-residential suburban Cook County 3

4 What We Do Gather and create practical, accessible information and materials Educate Medicare consumers, service providers and policymakers Problem solving individual and systemic Provide training and technical support for professionals and volunteers Advocate for consumer focused laws and policies Target underserved groups 4

5 State of Illinois Introducing the ABE "Manage My Case" and Appeals Management Portals Lauren Polite, HFS August 3, 2016

6 Manage My Case For clients and authorized reps

7 Updating Case Information and Managing Accounts With Manage My Case (MMC), customers will be able to login to their accounts and: Check Benefits Report Changes Renew Benefits Manage Account Preferences the FCRC Start an Appeal 7 State of Illinois Integrated Eligibility System Project

8 Manage My Case Module The Manage My Case module is divided into four tabs: Case Summary Customers can apply for new benefits or report case changes Customers can view correspondence for the past 12 months. If a notice requires action, there will be an indicator on the page Customers can also view the status of their application, redetermination, or reported case change Customers can reschedule an appointment Benefit Details Customers can view the type of assistance received by month View current benefits and when they re up for redetermination View historical benefit information Contact Information Customers can view how to get in touch with someone about their case Customers can send an to the FCRC Account Management The primary account holder can adjust access permissions for household members and third party reps View/change communication preferences Change a password 8 State of Illinois Integrated Eligibility System Project

9 ABE Manage My Case Portal Coming Soon 9 State of Illinois Integrated Eligibility System Implementation Project

10 ABE Manage My Case Portal Clients Need to Clients/Authorized Reps Must: 1. Have an ABE User ID and Password that meets the enhanced password requirements. If client has a User ID and PW, they will be prompted to update the PW and secret questions to meet new security requirements: 8 characters from at least 3 of 4 categories: Uppercase, lowercase, numbers, special characters Cannot contain user s Account or name and must change every 6 months If client doesn t have a User ID and PW, they will need to create one. 2. Go through Identity Proofing (federal requirement) the first time they log into ABE after Go Live. The service is through Experian. Clients can submit applications without completing identity proofing, but will not be able to see electronic verification results or access MMC. Authorized Reps will need to answer the ID proofing questions as the client not themselves. 3. Link their login information to their case information in order to access MMC 10 State of Illinois Integrated Eligibility System Implementation Project 10

11 Linking an ABE Account to Case Information Any customer can use MMC, whether they applied through ABE or not. Clients will need an ABE user name and password. When client logs-in to ABE and clicks Manage My Case from the ABE homepage for the first time, they will be asked to Link their Account. Customers enter their date of birth and their Individual ID or SSN Identity Proofing occurs 11 State of Illinois Integrated Eligibility System Implementation Project

12 ABE Identity Proofing Types of Questions After an ABE application or a case linking request is submitted, ABE will access the third-party identity proofing service, Experian, and display a set of multiple choice questions that only the customer would know the answer to, things like past addresses, family members names, etc. 12 State of Illinois Integrated Eligibility System Implementation Project

13 ABE Identity Proofing - Verification If the ID Proofing service is able to use the customer s answers to verify identity, applicants see the information that ABE was able to verify electronically, or their case will be linked and they will see the MMC homepage. If the customer is unable to answer the questions correctly or if the service does not have enough information to offer questions, the customer will be asked to contact the Experian Help Desk and obtain a code to enter into ABE. 13 State of Illinois Integrated Eligibility System Implementation Project

14 Landing Page/Case Summary First Tab

15 Manage My Case Landing Page The Renew My Benefits button will display when the customer is eligible for redetermination Customers can get benefit details here or from the tab at the top of the page 15 State of Illinois Integrated Eligibility System Implementation Project

16 Manage My Case Landing Page (continued) Customers can view Verification Requests & Notices and see the status of their application, change report or Rede from the MMC landing page. 16 State of Illinois Integrated Eligibility System Implementation Project

17 MMC: Case Summary Report Changes Customers choose the change being reported and then enter details about what is changing 17 State of Illinois Integrated Eligibility System Implementation Project

18 MMC: Case Summary Appointments & Verifications View upcoming appointments and reschedule, if necessary See what verifications are needed and submit them directly, also view document upload history 18 State of Illinois Integrated Eligibility System Implementation Project

19 Benefit Details Second Tab

20 Medical Details Page Note: Details for all 3 family members would be listed. Screen edited to fix on one page 20 State of Illinois Integrated Eligibility System Implementation Project

21 SNAP Details Page 21 State of Illinois Integrated Eligibility System Implementation Project

22 Contact Information Third Tab

23 Customer Contact Information Tab Customers are reminded to review address information and report changes. Customers questions submitted through MMC appear in the queue in IES 23 State of Illinois Integrated Eligibility System Implementation Project

24 Contact Your Local Office Questions submitted through MMC will route to the correct FCRC and create a task Most customer questions can be answered using these links to information in MMC reasons include: What s the status of my application? What s the status of my redetermination? I have a question about my benefit level or amount. I have not received my benefits. I have a question about documentation needed from me. I have a question about policy. I have a question about my Link card. I have a question about my medical card. Other 24 State of Illinois Integrated Eligibility System Implementation Project

25 Account Management Fourth Tab

26 Account Management Tab The Primary Account Holder can grant access to other adults on the case and respond to Provider requests for access to high-level case information. Customers can: 1) Change password; 2) Manage their communication preferences; and 3) the primary account holder can grant access to other adult members on the case 26 State of Illinois Integrated Eligibility System Implementation Project

27 Manage Communication Preferences Customers can opt to receive electronic alerts when new notices are available to view in MMC. They can also to choose not to receive notices in the mail. 27 State of Illinois Integrated Eligibility System Implementation Project

28 Approved Reps

29 Approved Representative - Definition An approved representative is a person who has been given permission by a client to apply for benefits and receive notices. The approval must have either a written or an electronic signature by the client. 29 State of Illinois Integrated Eligibility System Implementation Project

30 Appoint Approved Representatives Electronically in ABE at Application 30 State of Illinois Integrated Eligibility System Implementation Project

31 Adding/Changing/Removing an Approved Representative Customers with existing accounts can use Report My Changes in MMC to add a new Approved Representative or change or remove an Approved Representativ 31 State of Illinois Integrated Eligibility System Implementation Project

32 Reporting Authorized Rep Changes Changes can be reported either as a Change in Contact Information or Other Change. 32 State of Illinois Integrated Eligibility System Implementation Project

33 Reporting Authorized Rep Changes Customers should describe the Authorized Rep change. They will be asked to electronically sign the change report and have the option to submit documentation. 33 State of Illinois Integrated Eligibility System Implementation Project

34 Appeals

35 Appeal Functionality in ABE ABE for Appeals: The ABE portal will now allow users to file and manage appeals for 49 different programs. Filing an Appeal: The user will provide name, address, select the program appealing, identify a representative and electronically sign the appeal form. Correspondence: All correspondence from the Bureau of Hearings will be available in the ABE portal, including the Final Administrative Decision. Managing an Appeal: The user can submit requests directly to the Bureau of Hearings for continuances, withdrawals, etc. Upload Documents: The user can upload documents such as representative forms, Powers of Attorney, and exhibits for the hearing. 35 State of Illinois Integrated Eligibility System Implementation Project

36 Appeals Homepage in ABE Access through ABE MMC or directly at: Users can file appeals directly from this site. Additionally, users can monitor an existing appeal and perform the following functions: Check Status Upload Documents Request Continuance Withdraw Appeal 36 State of Illinois Integrated Eligibility System Implementation Project

37 Appeals Spotlight: File an appeal in ABE Once finished filing their appeal, the ABE Appeal users receive an Appeal tracking number which they will use to manage their appeal Based on the questions answered by the appellant, more questions will dynamically appear to get more details on the appeal 37 State of Illinois Integrated Eligibility System Implementation Project

38 Appeals Spotlight: Managing an Appeal Appellants will have the ability to manage their Appeal from the online Appeals portal The ABE account owner will have the ability to take action on their appeal via links 38 State of Illinois Integrated Eligibility System Implementation Project

39 Other Changes

40 Changes the Client can Expect A customer s case is no longer assigned to a specific caseworker. Any worker in the office can assist the customer with questions, program adds or case changes. There will be specialized workers assigned to Long Term Care and TANF Employment & Training activities. Benefit correspondence will have a standard look and feel, language has been simplified and some similar notices have been consolidated. Customers will receive a new Notice of Decision which consolidates several types of case action notices. When customers are mailed a request for form or verifications, a Document Cover Sheet will be included. Customers will be instructed to include the cover sheet with any forms or verifications returned. The Cover Sheet includes a barcode which will identify the case and individual information. There will be a new Central Scanning Unit (CSU) in Springfield to where the customers will mail forms and verifications. The CSU address will be printed on forms to return, cover sheets, and return envelopes. The CSU will scan verifications received for AKU and all local offices (with the exception of the 2 LTC hubs) to the appropriate electronic case file. Customers can still bring documents to the local office. New interfaces will detect changing customer circumstances (new sources of income, aging, Medicaid benefits, etc.) Customers will receive notices of case changes even if they have not reported a change. Customer can access their case information using the ABE Manage My Case (MMC) portal. Among other things, they will be able to report changes, ask questions, check for scheduled appointments, view and print correspondence. 40 State of Illinois Integrated Eligibility System Implementation Project

41 New Look and Feel of all Notices. Some notices combined. Medical card always at end USPS Intelligent Mail Barcode allows for automated central printing and mailing of correspondence From: Sent: Thursday, August 07, 2014 To: Subject: ABE: New notice is available in your account! An important notice is available in your ABE account. Please log in to your account at abe.illinois.gov.. Barcode helps organize, track and manage documents sent to customers and returned to the agency Electronic alerts are available in both and text. A new notice is available in your ABE account. Please log into your account to view your notice. DO NOT REPLY. 41 State of Illinois Integrated Eligibility System Implementation Project

42 Questions

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