FRONT DESK DUTIES On the first working day of the month Daily duties: For the month of January 2011 only:

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1 FRONT DESK DUTIES On the first working day of the month: o Print out reimbursement requests for MA EPD clients per MA EPD client reimbursement spreadsheet. o Give reimbursements to IMU Supervisor for signature. o Supervisor will return copies to you to be filed in case bank active files, Section 4. Daily duties: o For the month of January 2011 only: Person search all mail to see who active worker is: If X179PHN, put in Phone Bank mail box. Mail in HCAPPS go to X179PHN mail box. Mail in CAFS go to X179PHN mail box. Dropped of CAFS should be delivered to Phone Bank person who will meet with client at that time to determine expedited eligibility. If worker is X179BNK, put in appropriate function drawer: Renewals go to Renewal function drawer in date received order (i.e. if it is the 10 th of the month, place in Renewal function drawer in #10 hanging file folder.) Verifications go to Verification function drawer in date received order. Miscellaneous mail goes in Miscellaneous function drawer in date received order. If you cannot clearly determine where mail should be sorted, please place in X179PHN mail bin for sorting. NOTE: If there is already mail in the hanging file folder for that function drawer and date, place any new mail BEHIND existing mail in the hanging file folder to maintain date received order. If incoming mail is associated with an active case to a specific worker, i.e. case in X worker number, place that mail in the worker s mail box. o For incoming mail: Date stamp all documents in envelope. Please staple envelope to mail. Please avoid using paper clips, as this tends to cause documents to be affixed together. For larger packets mailed in, please rubber band together and place in a manila envelope for the appropriate mail box or function drawer. If you cannot clearly determine where mail should be sorted, please place in X179PHN mail box for sorting.

2 o For documents dropped off: Date stamp all documents dropped off by client. If it is not clearly marked for what the documentation is for: Fill out drop off form which includes client s name, date dropped off, phone number and reason for the documentation. Attach form to documentation. Once it is determined what the documentation is for, place in appropriate worker mail box or function drawer based on the date received. Please avoid using paper clips as this tends to cause documents to be affixed together. For larger packets dropped off, please rubber band together and place in a manila envelope for the appropriate mail box or function drawer, with drop off form attached to front of manila folder. If you cannot clearly determine where mail should be sorted, please place in X179PHN mail bin for sorting. All IMU phone calls will need to be person searched, even if they ask for a specific worker. o If the active worker is X179PHN, transfer to Phone Bank worker for that day. o If the active worker is X179BNK, transfer to Phone Bank worker for that day. o If case has worker number on it, such as X179510, transfer to that worker. o If call is for CCAP, transfer to Tiffany. o If call is for Minnesota Care, transfer to phone bank worker for that day. o If you can answer any incoming call questions, such as requests for applications, please do so. o If you cannot answer a question, transfer call to Phone Bank worker for that day. Send out managed care packets for 65 and under clients from letters left on front desk each morning. Record the following in the online Client Red Book spreadsheet: o HCAPPS dropped off. o HCAPPS mailed in. o CAFS dropped off. o CAFS mailed in. o Faxed requests to apply Incoming Transfer Cases: o Review DAIL/DAIL for X179ICT. o Organize into case file. o Record in online Client Red Book spreadsheet. o Give to IMU Supervisor for assignment.

3 Outgoing Transfer Cases: o Cases will be received from various workers. o Record in online Client Red Book spreadsheet.

4 PHONE BANK WORKER DUTIES Daily Duties: Check REPT/PND1 for any Requests to Apply that should be denied for X179PHN. (See below.) Check REPT/PND2 for any applications that should be denied for X17PHN (See below.) Check REPT/MLAR for any new MIPPA applications. (If new, see instructions below.) Refer clients to other resources and/or agencies as necessary. Remind all applicants of need to fill out CAF I and submit promptly to set application date. Phone Calls: Answer all incoming IMU calls. o Return all phone calls within 24 hours. o Complete phone log sheet for each call. o If appropriate, enter case note. Changes Reported: o If no Change Report form is required, complete phone bank action sheet and put in Verifications function drawer. o If Change Report form is required, discuss appropriate verifications and send out Change Report form. Instruct client to return within 10 days. o Do case note. o Report of move: Future Date: Document in case note. Create DAIL/TIKL for case transfer on or after move date. Already Moved: Pull file from Case Bank active drawer. Send client change report form and transfer letter. Do Case Transfer note in MAXIS using case note template. Complete Inter Agency Transfer form. Complete SPEC/XFER. (Watch CFR dates!) Record in Client Red Book Spreadsheet Purge File o If claim on case, pull all claim information and give to Dawn with Collections Cover Sheet. Give to front desk for mailing with Inter Agency Transfer sheet on top of file. If call is for active MFIP, IV E or CCAP case, complete message sheet and put in appropriate worker s mail bin. Mailed in/dropped of HCAPP: Review for completeness. Request missing verifications using Health Care Request for Verification form. APPL on REPT/PND2. Transfer into worker #X179PHN.

5 Case note using template. Place file in X179PHN pending drawer. When verification received: o Pull pending case from X17PHN pending drawer. o Transfer to X179BNK. o Place in Applications function drawer. If verifications not received within 45 day processing standard: o Pull case from X179PHN pending drawer. o Do case note. o Prepare file for imaging. o Complete Imaging Sheet and attach to front of file. o Send to front desk for imaging. Requests to Apply: APPL on REPT/PND1. Code REPT/PND1 with a 1 to override auto deny function. Transfer to X179PHN number. Give case to Lois to send out SPEC/LETR and case note. Lois will put case in X179PHN pending drawer. If client sugbsequently applies: o Pull file from X179PHN pending drawer. o Transfer case to X179BNK. o Place in Applications function drawer in order received. If client does not apply: o Remove file from X17PHN pending drawer on day 45. o Case note auto denial. o Complete imaging sheet and attach to front of file. o Prepare case for imaging and give to front desk. MIPPA Applications (REPT/MLAR): Print out MIPPA screens and create case file. Enter application on REPT/PND1. Send out SPEC/MEMO. Do case note. Send case to front desk for labeling. When returned, put case file in X17PHN pending drawer. If application comes in, pull from X179PHN drawer and check for completeness: o If complete: Transfer case into X179BNK number and put in Applications function drawer in date order. Case note actions. o If not complete: Send out Health Care request for verifications form to client. Case note actions. Return file to X17PHN pending drawer. If verifications received: o Pull case from X179PHN pending drawer.

6 o Transfer case to X179BNK. o Case note actions. o Put file in Applications function drawer. If verifications not received within 45 day processing standard: o Pull case file from X179PHN pending drawer. o Make case not that case is denied. o Prepare case for imaging. o Complete IMU imaging sheet and attach to front of file. o Give file to front desk for imaging. CAF FS Walk in Client: Meet w/client to assess need. If same day expedited, refer to WOD if appropriate. If next day expedited or scheduled out expedited: o Schedule phone interview/in office appointment with Financial Worker. o Have client complete and leave CAF I in office. (Leave CAF II also if interview is going to be via phone.) o If phone interview, make sure client receives EBT card prior to leaving. o Give client an appointment letter. o Record appointment on worker s calendar with client phone number. o Notify front desk of appointment. o Date stamp and APPL CAF I and/or CAF II. o Do case note. o Give CAF I and/or CAF II to scheduled worker in mail box. If not expedited: o Schedule phone interview/in office appointment with Financial Worker. o Have client complete and leave CAF I in office. (Leave CAF II also if interview is going to be via phone.) o If phone interview, make sure client receives EBT card prior to leaving. o Give client an appointment letter. o Record appointment on worker s calendar with client phone number. o Notify front desk of appointment. o Date stamp and APPL CAF I and/or CAF II. o Do case note. o Give CAF I and/or CAF II to scheduled worker in mail box. CAF FS Mail In: Review application for expedited. o If expedited: Call client to offer same day or next day interview. Remind client of required verifications to bring to interview. If same day in office or phone interview scheduled: Refer client to WOD and give them application. If next day or other date: Schedule in office or phone appointment with next available worker.

7 Record appointment on worker s calendar and notify front desk of appointment. Send client appointment letter. Pend application on REPT/PND2. Transfer to X17BNK number. Case note actions. Give scheduled worker CAF application in mail box. EA/EGA/EMSA Walk In: o Check if EA previously used. o Determine if same day interview is required. o If so, and client has not used EA, refer to WOD. o If EA not previously used: Give client CAF and have them complete and leave CAF I. Discuss verifications requirements. Schedule appointment with next available worker and notify front desk. Give client appointment letter. Refer to other appropriate resources. APPL CAF I and give to appropriate worker in mail box. All other CAF applications for walk ins and mail ins (MFIP/GA/DWP): If CAF mailed in: o Contact appropriate worker for appointment time. o Record appointment time and worker s calendar and notify front desk. o Give or mail client appointment letter. o APPL on REPT/PND2 o Transfer into schedule worker s number. o Place application in MFIP worker s mail box. Incoming case transfers: Review case for programs. Determine appropriate Financial Worker. Complete SPEC/XFER (WATCH FOR CFR DATES. THESE ARE USUALLY WRONG!!) Complete case note using template. Give case to appropriate worker. o If X179BNK file: File in case banking active file drawer. Backup for Phone Bank: If scheduled phone bank person cannot work on their scheduled date, and you are scheduled for the following week, you may be called to fill in for that day. If phone bank has an exceptionally busy day, and you are scheduled for phone bank duties for the following week, you may be pulled from rotation to backup phone bank for that day. If you are on vacation, and scheduled to cover phone bank for that time period, it will be your responsibility to work out coverage with another phone bank worker.

8 APPLICATION FUNCTION DRAWER DUTIES Each morning, review REPT/PND2 for application pending past the processing standard. If application should be denied: Pull case from X179BNK pending drawer. Make case note. Complete imaging sheet and attach to front of file. Give to front desk for imaging. If application requires pending time past the processing standard: Pull from X179BNK pending drawer. Create case note as to why application is still pending (i.e. awaiting SMRT determination), and return to X179BNK pending drawer. Take the next application from the application function drawer in the order received. Process application: Complete application: Process and approve application. Make sure MMIS II is updated, if appropriate. Case note. File case file in case bank active file drawer. Incomplete application: APPL application in MAXIS. Code REPT/PND2 for client delay, if appropriate. Send out request for verifications. Case note using template. Place case file in X179BNK pending drawer. Take the next application in the order received and process as above. If you cannot finish an application prior to leaving for the day, keep the file and process the next business day.

9 RENEWAL FUNCTION DRAWER DUTIES Pull next renewal from Renewal drawer in the order received. Pull case file from the Case Bank active file drawer. Process Renewal: o Complete Renewal: Code REPT/REVW with a U and date received. Process and approve renewal. Case note in MAXIS using template. Check MMIS II for auto closing and accuracy, if appropriate. Return file to Case Bank active file drawer. o Incomplete Renewal: Code REPT/REVW with an I and date received. Send out request for verifications. Case note in MAXIS what verifications you have requested. Place file in X179BNK pending drawer. If you are renewal worker during last complete week of month: o Print out REPT/EOMC. o Pull all closing cases from X179BNK pending drawer. o Enter case note as to why case is closing, i.e. no renewal, incomplete renewal, etc. o Prepare case for imaging. o Complete IMU imaging sheet and send case to front desk for imaging. Take the next renewal in the order received and process as above. If you cannot finish a recertification prior to leaving for the day, keep the file and process the next business day.

10 VERIFICATION FUNCTION DRAWER DUTIES Each morning pull next verification from function drawer in order of date received. Pull file from X179BNK pending drawer. o If all verifications received: Complete application or renewal. Case note using case not template. Return file to X179BNK active drawer. o If all verifications not received: Send out second request for verifications missing. Case note case action. Return file to X179BNK pending drawer. Take the next verification in the order received and process as above. If you cannot finish the verification process prior to leaving for the day, keep the file and process the next business day.

11 MISCELLANOUS FUNCTION DRAWER DUTIES Each morning: o Review DAIL/DAIL and delete any unapproved eligibility versions. o Check Miscellaneous Function drawer for any work. Process work as appropriate. o Use DAIL/PICK to print out TIKL messages. Work TIKL messages for that day o Review REPT/INTR for any PARIS matches Work PARIS matches. Once above messages are processed: o Use DAIL/TIKL to print out any IEVS matches. Work IEVS matches. Once IEVS matches are processed: o Use DAIL/TIKL to print out any INFO messages. Work INFO messages as appropriate. Once IEVS matches are processed: o Use DAIL/PICK to print out CSES messages. o Compare messages to REPT/REVW for the month. o If a client is on REPT/REVW, ignore these CSES messages as they will be processed when renewal is processed. o For all others: If client is on FS: Compare CSES received with amount budgeted for FS for six month reporters. If amount received is within the realm budgeted: o Case note that no action was taken. o Delete IV D message. If amount received is NOT within the amount budgeted for FS: o Pull case from X179BNK active file drawer. o Update STAT/UNEA with updated amounts. o Approve new FS version allowing for 10 day notice f change results in a decrease. o Case note case actions and document calculations in case note for FS budget. o Return case file to X179BNK active drawer. If client is on HC: o Compare CSES received with amount budgeted for child for HC. If amount received is within amount budgeted for H: Take no action. Delete CSES messages. o If amount is not within amount budgeted for child for HC: Pull case file from X179NK drawer.

12 Update STAT/UNEA panels for child. Determine ongoing eligibility: If ongoing eligibility exits: Approve new version. Case note actions. Return file to X179BNK active drawer. If no ongoing eligibility exists, and case is not TMA: Approved ineligible results allowing for 10 day notice. Close RELG in MMIS. Case note case actions. Prepare file for imaging. Complete IMU imaging sheet and attach to front of file. Give file to front desk for imaging.

13 WOD DUTIES See appointments scheduled for you for that day: o If FS appointment does not show: In office appointment: Document in case notes that client failed interview. Send out NOMI. If telephone interview does not answer phone: Attempt another call in 15 minutes. If client does not answer second call o Document in case notes that client failed interview. o Send out NOMI. See walk in Expedited or EA/EGA/EMSA clients assigned to you by Phone Bank. o If appointment is during another regularly scheduled appointment refer client to Supervisor. o Supervisor will act as back up to WOD. If you have no appointments, or appointments do not show, continue working your scheduled rotation for that week as determined above. If you are going to be out of the office on your scheduled WOD, it is your responsibility to find a replacement and/or trade with another WOD.

14 GENERAL WORKER INFORMATION MFIP/CCAP/IV E Workers: o If you schedule an appointment on your WOD: Notify Phone Bank of appointment date and time so it can be noted on the schedule. Notify front desk of appointment date and time. All FWs and one Support Staff person should attend daily stand up meeting in Case Bank room to: Review what worked from the day before. Review problems from the day before. Go over prior day s MAXIS/MMIS announcements. Discuss issues from prior day that may affect another work station. Hear any other Supervisor updates. Review work stations: Supervisor will review work function drawers each day for date being worked. Workers may be pulled from one function to assist in another: o i.e. Application are behind but work is caught up in another area such as verifications: Verifications will be pulled that day from verifications to assist with applications. Work assignments may change based on log jam. Workers will attend bi weekly staff meeting scheduled on Thursday afternoons from 1:30 3:00 p.m.: o One phone bank worker will need to stay on the phone bank during this meeting. o Workers will need to see regularly scheduled appointments during this meeting. o WOD may be pulled from meeting to see walk in Expedited or EA/EGA/EMSA clients. o Workers unable to attend should schedule a time with Supervisor to go over important updates. Workers and support staff who have problems or questions should see Supervisor as soon as possible to get questions answered or resolve issues. Clients should never be waiting in the lobby for more than 15 minutes. When ANYONE takes a case file out of the active Case Bank drawer, it should be recorded on the checkout log on the clipboard. Workers should check the case back in when returning the file to the Case Bank drawer.