NV Training: Benefit Transfer and Recertification. November 15, 2017

Transcription

1 NV Training: Benefit Transfer and Recertification November 15,

2 Housekeeping Audio is available through your computer s speakers The audience will remain on mute Enter questions at any time using the Questions box There is a large audience signed in today. We will accept as many questions as possible If your audio or slides freeze, restart the webinar A copy of the slide deck is in the Handouts section of the webinar panel 2

3 Course Objectives At the end of the course, you will be able to: Use the NV Web Portal as a service provider in order to check whether a consumer is eligible to transfer their benefit from one service provider to another Provide educational outreach and guidance to consumers during their manual self-certification process understand: The role of the National Verifier in the benefit transfer and recertification processes The different options and methods for manual self-certification as part of annual recertification Common benefit transfer and recertification scenarios 3

4 Course Overview 01 INTRODUCTION What are benefit transfer and recertification? How has the National Verifier impacted benefit transfer and recertification? 02 BENEFIT TRANSFER What are the different steps a consumer must take to conduct a benefit transfer? What is a port freeze? What are port freeze exceptions? 03 AUTOMATED RECERTIFICATION How does the NV conduct automated recertification? 04 MANUAL SELF-CERTIFICATION How can a consumer complete manual self-certification via the NV Web Portal, mail, and IVR? What role can a service provider play to support consumers manual self-certification? 05 SUMMARY What are the key themes and takeaways from the course? 4

5 Section 1: Introduction 5

6 Key Definitions and Terms Term Anniversary Date Apply / Check Eligibility Benefit Qualifying Person (BQP) Document Submission Enroll Exception Management Hard Error IVR (Interactive Voice Response) Lifeline Support Center Definition The date by which a consumer needs to recertify each year their eligibility to continue receiving Lifeline Consumer submits their Application Form via the NV Web Portal, mail, or with the assistance of a service provider (SP) to determine their Lifeline eligibility The person in the consumer s household who is eligible for Lifeline Program benefits when the consumer does not qualify. Typically, this person qualifies for Lifeline Program benefits, but cannot subscribe to a carrier on their own, and is a dependent of the consumer Consumer submits copies of official documents that prove their identity, eligibility status, or address using the NV Web Portal or mail After being deemed eligible, the consumer contacts a participating service provider to start receiving their Lifeline service and benefit. When a consumer s eligibility cannot be immediately verified, they can submit relevant documentation to the Lifeline Support Center for review A problem with a consumer s Lifeline application that prevents it from being submitted. For example, entering a number into the "Name" field. Hard errors can be resolved by fixing or re-entering the information Automated system that allows humans to interact with a computer over the phone, through the use of voice, touchpad, and dialing Responsible for conducting manual eligibility reviews and operating the consumer call center 6

7 Key Definitions and Terms Term Manual Self-Certification National Verifier (NV) Web Portal NLAD (National Lifeline Accountability Database) PII Recertification Service Initiation Date Soft Error Definition The process a consumer must complete each year to manually self-certify their eligibility to continue receiving their Lifeline benefit, if automated recertification is unsuccessful. This only applies to the recertification process The National Verifier's website. A one-stop-shop where users can log in to check eligibility for Lifeline, view application status, resolve problems, and receive notifications The NLAD system is the repository for enrolling consumers in the Lifeline program after their eligibility has been verified through the NV. NLAD initiates recertification and helps service providers initiate eligibility checks for benefit transfers and claim current consumers for facilitating disbursements Any information about an individual that can be used to distinguish or trace an individual s identity either alone or when combined with other information that is linked or linkable to a specific individual. Examples include name, social security number, date and place of birth, etc. The process a consumer must complete each year to recertify their eligibility to continue receiving their Lifeline benefit The first day that the service provider provides Lifeline-supported service to the consumer An error in a submitted application that can be addressed through document submission 7

8 Introduction: Changes with the National Verifier Before the National Verifier After the National Verifier BENEFIT TRANSFER New service provider representative initiates benefit transfer in NLAD An eligibility check is conducted on the consumer in the NV Web Portal prior to a SP initiating a benefit transfer in NLAD RECERTIFICATION Service providers led recertification or opted for USAC-led coordination NV automates recertification and prompts consumer action when necessary Service providers de-enrolled consumers who did not manually self-certify NLAD automatically de-enrolls consumers if they do not pass the automated recertification check and do not manually self-certify These changes are only applicable in states where the NV has launched. 8

9 Introduction: Scenario Walkthroughs This training will address the following scenarios relating to benefit transfer and recertification: 1 Applying for a Benefit Transfer 2 Proving Port Freeze Exception 3 Conducting Manual Self- Certification Via NV Web Portal 4 Conducting Manual Self- Certification Via IVR 5 Conducting Manual Self- Certification Via Mail WHO S WHO Bethany Representative Bethany works for the Lifeline Support Center as a representative. Norma Consumer Norma is a Lifeline consumer who would like to transfer her benefit and conduct manual selfcertification. Chris SP Representative Chris works for a Eligible Telecommunications Carrier (ETC). 9

10 Section 2: Benefit Transfer 10

11 What is a Benefit Transfer? Port Freeze Overview A benefit transfer is when a consumer requests to transfer their Lifeline benefit from their existing service provider to a new service provider. A consumer is eligible to transfer once they have had their service with the same provider for a certain amount of time: 60 Days Voice Services 12 Months Broadband Services Lifeline consumers are required to stay with their existing service provider for the above minimum period from the start of their service initiation date. This period is known as a benefit port freeze. 11

12 What is a Benefit Transfer? Port Freeze Exception Overview Once the port freeze is over, consumers are allowed to transfer their benefit whenever they wish. When they switch to a new service provider once their port freeze is over, another port freeze goes into effect from their service initiation date with their new service provider. Consumers must wait the specified port freeze time unless one of the following apply: Consumer Moves SP No Longer Serves the Consumer s Area SP Late Fees are Greater Than Or Equal To Monthly Consumer Service Charge SP Is In Violation Of FCC s Rules, Impacting The Consumer These four cases are called port freeze exceptions. If a consumer is able to prove that they have a port freeze exception, they are allowed to transfer to a new service provider even within their port freeze period. 12

13 What is a Benefit Transfer? Service Provider Responsibilities Service providers must be aware of certain responsibilities they have during the benefit transfer process: Service Providers CAN. Help a consumer initiate a benefit transfer, assuming the consumer consents to the following acknowledgements: o o Once the transfer is complete, the consumer will lose their Lifeline Program benefits from their previous service provider. They may not have multiple Lifeline Program benefits with the same or different service providers. Assist the consumer to submit additional documentation (after submitting an eligibility check application in the NV Web Portal) if they are exempt from the port freeze due to an address change or if they encounter other errors in their application. Complete a transfer via NLAD if a consumer is eligible for a benefit transfer and would like to transfer to the new service provider. Service Providers CANNOT Initiate a transfer without the consumer s consent. Write down, copy, or save the consumer s personally identifiable information. 13

14 Conducting a Benefit Transfer in NV Process Overview To transfer a consumer in NLAD, the NV cache must contain a still valid (not expired) eligibility result of Already Enrolled in Lifeline or Qualified. When a service provider representative sees these statuses, they can go to NLAD in order to complete the benefit transfer or enrollment A consumer requests a benefit transfer with their new SP. The new SP representative logs into NLAD and submits the consumer s PII to check if the consumer has already qualified within the last 90 days. If the consumer has a Already Enrolled in Lifeline or Qualified status, the SP representative can complete the transaction in NLAD. 3a 3b 3a) If the consumer has no eligibility result stored in the last 90 days, they must complete an Application Form. 3b) If the consumer has a port freeze or non-port freeze error, they must provide documentation or information to the Lifeline Support Center. 14

15 Conducting a Benefit Transfer in NV Step 1: Consumer Requests a Benefit Transfer If a consumer requests a benefit transfer, the service provider representative will collect their required PII in order to check NLAD for a recent (still valid) eligibility check decision. The required PII includes: Legal First Name Legal Last Name Date of Birth Last 4 digits of their Social Security Number or Tribal ID (if applicable) Full Address 15

16 Conducting a Benefit Transfer in NV Step 2: NLAD Check Possible Outcomes The new service provider representative will log into NLAD and submit the consumer s PII to check if the consumer has already qualified within the last 90 days. Through this check, the service provider representative will see one of three possible outcomes: Outcome The consumer has no cached eligibility check result. No Application Form has been submitted recently. The consumer has a cached eligibility check result of either Qualified, but Cannot Change Companies Yet, More Documentation Needed, or Pending Review. The consumer has a cached eligibility check result of either Qualified or Already Enrolled in Lifeline. Action Required Complete an Application. Resolve the errors. Enroll the consumer (if they had a Qualified Result) or transfer the consumer (if they had an Already Enrolled result). Next Step In Flow Proceed to Step 3a. Proceed to Step 3b. Proceed to Step 4. 16

17 Conducting a Benefit Transfer in NV Step 3a: New SP Assists Consumer With Their Eligibility Check Once logged into their NV Web Portal SP account, the service provider representative can begin a new application. On the home page of their NV Web Portal, the representative will see a button on the top of the screen titled Start New Application. 17

18 Conducting a Benefit Transfer in NV Step 3a: New SP Assists Consumer With Their Eligibility Check If the consumer has not qualified in the last 90 days, the new service provider representative can assist the consumer with checking their eligibility via their NV Web Portal service provider account. If the consumer desires, they can also check their own eligibility via their own NV Web Portal. The eligibility check process from the consumer and service provider representative perspectives are described in further detail in the webinar on Document Submission. 18

19 Conducting a Benefit Transfer in NV Step 3a: New SP Assists Consumer With Their Eligibility Check The representative and consumer have the opportunity to review the entered information, and can edit it if necessary, prior to the consumer submitting their application.! Before the service provider representative can click next, they must ask and obtain the consumer s permission to the agreement statement above and have the consumer check the box. The representative cannot check the box for the consumer. 19

20 Conducting a Benefit Transfer in NV Step 3a: New SP Assists Consumer With Their Eligibility Check The service provider representative will then select all programs that consumer is already participating in that qualify them for Lifeline. The representative should check the box next to all the programs that the consumer is in. 20

21 Conducting a Benefit Transfer in NV Step 3a: New SP Assists Consumer With Their Eligibility Check If the consumer is qualified, they will need to review and initial the Certification and Consent statements. Once the consumer reviews and initials the statements, they will add their e-signature. At this point, the option to submit the Application Form appears. There are 9 total statements to initial. Scroll Down! It is critical that the consumer understands and consents to the information on this tab. The service provider representative cannot initial the boxes on the form or enter the e-signature for the consumer. 21

22 Conducting a Benefit Transfer in NV Step 3a: New SP Assists Consumer With Their Eligibility Check If the consumer is already receiving Lifeline and is eligible to transfer their benefit, the service provider representative will receive the Already Enrolled in Lifeline status. Once the service provider representative receives the above message, they can go to NLAD to transfer the consumer from the old service provider to the new service provider. 22

23 Conducting a Benefit Transfer in NV Step 3a: New SP Assists Consumer With Their Eligibility Check In some cases, the consumer may not be currently receiving Lifeline services but is eligible. If so, the service provider representative will receive the Qualified status and can procced to enroll the consumer in NLAD. 23

24 Conducting a Benefit Transfer in NV Step 3b: Resolve Errors If the consumer had previously applied for Lifeline and had an error associated with their application, their status will return as one of the following eligibility result types below. The consumer must submit additional information or documentation as necessary to resolve their errors. Consumer Status More Documentation Needed Interpretation The consumer has an error (other than a port freeze error) that requires further documentation to prove their eligibility (which may include identity or address documentation). The service provider representative can assist the consumer submit documents to the Lifeline Support Center for review. Qualified But Cannot Change Companies Yet The consumer is currently in a port freeze and cannot transfer their benefit. If the consumer has a port freeze exception, they can provide appropriate documentation or call the Lifeline Support Center. 24

25 Conducting a Benefit Transfer in NV Step 3b: Resolve Errors If the consumer has a non-port freeze error, the service provider representative will receive the More Documentation Needed result. Examples If the consumer has documentation to submit, the service provider representative can assist the consumer submit their documentation via their NV Web Portal SP account. Document submission was discussed in further detail in the webinar on Document Submission. 25

26 Conducting a Benefit Transfer in NV Step 3b: Resolve Errors If the consumer has a port freeze error, the service provider representative will receive the Qualified, But Cannot Change Companies Yet result. If the consumer has moved, they can submit documentation of their new address. If the consumer has a different port freeze exception, they must call the Lifeline Support Center to explain their exception. 26

27 Conducting a Benefit Transfer in NV Step 3b: Resolve Errors Once the consumer has resolved all errors associated with their application, they should receive a Qualified or Already Enrolled in Lifeline result. At this point, the representative can enroll the consumer in Lifeline. 27

28 Conducting a Benefit Transfer in NV Step 4: NLAD Transaction Ultimately, the consumer should have a Already Enrolled in Lifeline or Qualified eligibility result in order to respectively successfully transfer their benefit or be enrolled in Lifeline. Depending on the outcome of the NLAD check, they can arrive at these statuses through one of the following methods: The NLAD check results in an initial cached eligibility status of either Qualified or Already Enrolled in Lifeline The consumer sees either of these statuses after completing an Application The consumer sees either of these statuses after resolving their errors associated with their Application Once the consumer has the Already Enrolled in Lifeline status, the service provider representative can perform the benefit transfer in NLAD. NLAD will: 1. Label the consumer as having been transferred as the result of a benefit transfer. 2. Notify the old and new service providers of the change. 3. End the benefit transfer transaction. The SP should notify the consumer of the outcome. 28

29 Applying for a Benefit Transfer Journey Map Successful Benefit Transfer Norma is not moving, but she wants to change service providers. What steps should Norma take next? Situation: Norma would like to change service providers. Character (s) Step System Step 1 Step 2 Step 3 Step 4 Step 5 Norma, Consumer Norma would like to switch to a new service provider. She requests a benefit transfer with Chris, a representative of her new service provider. Chris, SP Rep Chris logs into NLAD, and checks if Norma has already qualified within the last 90 days. There is no sign of a recent application submitted to the NV for Norma. Norma and Chris Chris assists Norma submit an application through his SP account. Norma initials the consent statements, and signs her e- signature as part of her application. Chris, SP Rep Norma s eligibility is checked and Chris finds out that Norma already has Lifeline and is not in a port freeze. NV Web Portal NLAD NV Web Portal NV Web Portal NLAD Chris, SP Rep Chris transfers Norma s benefits from her old service provider to her new service provider in NLAD. Norma has successfully transferred her benefit! 29

30 Proving Port Freeze Exception Journey Map Exception Required Norma is a Lifeline consumer who needs a new service provider since her current service provider no longer serves her area. What steps should Chris, a representative from Norma s new service provider, take next? Situation: Norma wants to transfer from her old service provider to a new one. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Character (s) Step Bethany, Lifeline Norma, Consumer Chris, SP Rep Norma and Chris Norma and Chris Support Center Rep Norma and Chris Norma s service provider no longer serves her area. She requests to transfer her Lifeline benefit with Chris, a representative from her new chosen service provider. Chris logs into NLAD, and checks if Norma has already qualified within the last 90 day. Norma has not qualified within the last 90 days. Chris assists Norma submit an application through his SP account. She approves and initials the consent statements, and e-signs in order to complete the process. Chris informs Norma that she is currently in a port freeze, and can provide an exception. Chris informs Norma that she must call the Lifeline Support Center to explain her exception unless just her address changed. Norma contacts the Lifeline Support Center to explain her port freeze exception. Bethany approves Norma s exception and updates her status in the NV Web Portal. Norma can contact Chris, who should see an updated status for Norma in NLAD. Chris transfers Norma s benefit in NLAD. He informs Norma of her successful benefit transfer. System NLAD NV Web Portal NV Web Portal NV Web Portal NV Web Portal & NLAD 30

31 Lesson Summary You have completed the Benefit Transfer Section. In this section, you have learned: For a consumer who would like to conduct a benefit transfer, the service provider must submit the consumer s PII in NLAD to see if they have already qualified within the last 90 days, and assist the consumer submit an Application Form when necessary. A port freeze lasts 60 days for voice services and 12 months for broadband services. The four following cases are port freeze exceptions: the consumer moves, the service provider no longer services their area, the service provider is in violation of the FCC s rules, and the service provider s late service fees are greater than or equal to the consumer s monthly service charge. If a consumer is still within their port freeze period, but believes they qualify for an exception, they can submit appropriate documentation or call the Lifeline Support Center (for certain exceptions) to validate their benefit transfer eligibility. 31

32 Questions?

33 Section 3: Automated Recertification 33

34 Automated Recertification What is Recertification? Consumers already receiving a Lifeline benefit must recertify their eligibility every year to continue receiving their benefit. The National Verifier will complete recertification on a rolling basis, based on the consumer s Anniversary Date. Service providers will no longer conduct recertification in NV states. The National Verifier will: Automate recertification via available state and federal data sources Allow consumers the opportunity to conduct manual self-certification when they do not pass the automated recertification check In National Verifier states, consumers who do not pass the automated recertification check must go through official USAC manual self-certification processes via the NV Web Portal, IVR, or mail. Consumers in NV states cannot manually self-certify through any other processes. 34

35 Automated Recertification Impact of Reverification Plan on Recertification Depending on the consumer s anniversary date, recertification will be handled for current consumers in an initial launch state through one of three possible ways. 1. Consumers with an anniversary date in 2017 Service providers will conduct recertification for consumers. 2. Consumers with an anniversary date in Jan Jun 2018 The reverification process will fulfill the requirements of 2018 recertification. Service providers will not be penalized for beginning recertification efforts (the 60-day window is initiated) for these consumers, but they must finish it, including de-enrolling consumers who did not recertify. 3. Consumers with an anniversary date in July Dec 2018 The NV will perform 2018 recertification through the standard NV recertification process. In all cases, the reverification process will NOT reset a consumer s anniversary date, and future recertification timing will be based on the consumer s original anniversary date. 35

36 Automated Recertification Process Overview The National Verifier conducts system recertifications, automatically checking the eligibility of consumers who are around 120 days from their service anniversary date. The following steps will occur: NLAD compiles a daily list of consumers who are around 120 days away from their anniversary date. NV checks federal and state data sources to validate the eligibility of these consumers. Eligibility information is stored, and NV compiles a daily file of consumer eligibility decisions to send back to NLAD. 5 4 The Lifeline Support Center will notify these consumers by mail of their need to complete manual self-certification. If the consumer cannot be automatically recertified, their information is stored within the NV Web Portal. SPs will have access to this information through reports. 36

37 Lesson Summary You have completed the Automated Recertification Section. In this section, you have learned: Service providers will no longer conduct recertification in NV states. The automated recertification process is initiated when NLAD compiles a list of consumers 120 days before their Anniversary Date and NV conducts federal and state data eligibility verification. If a consumer is recertified through the automated recertification process, no action is required and they will continue to receive the benefit. When initial launch consumers with an anniversary date in January through June 2018 undergo reverification, their requirements of 2018 recertification will be fulfilled. If a consumer does not pass the automated recertification process, the Lifeline Support Center will notify the consumer via a letter that they must conduct manual self-certification. 37

38 Questions?

39 Section 4: Manual Self-Certification 39

40 Manual Self-Certification Options for Consumers If a consumer does not pass automated recertification, they will receive a letter from the Lifeline Support Center offering multiple ways to manually self-certify. Below are the different processes through which a consumer can manually self-certify: 1. Manually self-certify directly via the NV Web Portal. 2. Manually self-certify directly via IVR. 3. Manually self-certify directly via mail. 40

41 Manual Self-Certification The Role of Service Providers Service providers are able to support their consumers in NV states during the manual self-certification process by informing them that USAC will perform their annual recertification, instead of the service provider. Service Providers CAN Redirect customer service calls to the recertification IVR if the consumer is within the 60 day window and did not pass the automated recertification check. Inform consumers of their ability to manually self-certify through the NV Web Portal, IVR, or mail if they are within the 60 day window and did not pass the automated recertification check. Access NLAD reports about the status of their consumers recertification process. Conduct the following outreach activities: o o o Recertification educational outreach in advance (prior to the 60 day window). Outreach to consumers during recertification window (within the 60 day window). Inform consumers of the different methods to manually self-certify (NV Web Portal, IVR, or mail). 41

42 Manual Self-Certification The Role of Service Providers Service providers must be aware of certain responsibilities they have during the recertification process: Service Providers MUST De-enroll consumers who did not recertify from their own billing system within 5 business days from when NLAD notifies them that their consumers have been de-enrolled. Service Providers CANNOT Reach out to the consumer about errors associated with their Self-Certification Form. The Lifeline Support Center will conduct this outreach. Halt service until a consumer manually self-certifies (e.g. hotlining consumers). Directly submit a consumer s manual Self-Certification Form on their behalf. Log into the consumer s NV Web Portal account using the consumer s information. 42

43 Manual Self-Certification Service Provider Example Outreach Timeline Service providers have a time period where they will be able to reach out to the consumer and encourage recertification. Below is an example timeline detailing when the service provider is allowed to participate. September 1 2 October Automated Recertification Check Occurs Lifeline Support Center letter sent (will occur no later than 60 days from their Anniversary Date) Consumer s 60 day window to manually self-certify Consumer must manually self-certify by this date Consumer s Anniversary Date Service providers can provide educational outreach about recertification prior to the recertification window November Service providers can reach 17 out to consumers during the 60 day window December

44 Manual Self-Certification De-Enrollment If consumers do not successfully manually self-certify within 60 days of their Lifeline Support Center letter being sent, they will be automatically de-enrolled. NLAD will compile a list of consumers who did not recertify, de-enroll them, and notify the consumers (through a robocall) and their respective service providers. The deenrollment process is depicted below: SPs can check NLAD for the date that their consumers mailed notification was sent, and the date their 60-day recertification window closes. NLAD automatically de-enrolls consumers who did not recertify. NLAD notifies service providers via and deenrolled consumers via robocalls. They can also check NLAD daily to see how many days the consumer has left to self-certify, and whether they have completed self-certification. Service provider representatives will have access via NLAD reports. 44

45 Recall: There are multiple ways a consumer can conduct manual self-certification. If a consumer does not pass automated recertification, they will receive a letter from the Lifeline Support Center offering multiple ways to manually self-certify. Below are the different processes through which a consumer can manually self-certify: 1. Manually self-certify directly via the NV Web Portal. 2. Manually self-certify directly via IVR. 3. Manually self-certify directly via mail. 45

46 Manual Self-Certification Via NV Web Portal Consumers have various options of recertification including the NV Web Portal, IVR, and mail. Certifying via the IVR (phone) or the NV Web Portal has the following advantages: Consumers will be immediately notified of their successful recertification Service providers will have access to daily and therefore more up-to-date reporting 46

47 Manual Self-Certification Via NV Web Portal If the consumer does not pass automated recertification, the Lifeline Support Center will contact the consumer about the different ways to manually self-certify. If the consumer chooses to do so via the NV Web Portal, the following steps will occur: The consumer logs in to access the Self-Certification Form on the NV Web Portal. If a consumer does not have an account, they can create an account with information provided in their mailed recertification notification on the home page. The consumer will review their information and submit the form. Their information is stored in the NV Web Portal. Upon completion, the consumer is notified of their successful manual self-certification. 5 4 NLAD registers the successful manual self-certifications and updates the consumer s information. The NV then compiles files of completed manual selfcertifications to send to NLAD. 47

48 Manual Self-Certification Via NV Web Portal Step 1: Log In and Access the Self Certification Form A consumer can manually self-certify via the NV Web Portal by first logging into their account using their existing username and password. 48

49 Manual Self-Certification Via NV Web Portal Step 1: Log In and Access the Self Certification Form If they do not have an account, they can create one with the information provided in their mailed Lifeline Support Center letter, including their Application ID. They will click a specific link for manual self-certification on the home page. It is mandatory to choose and answer the security questions, and choosing a preferred method of contact is optional. Note: These screenshots do not reflect the NV s final user interface. 49

50 Manual Self-Certification Via NV Web Portal Step 1: Log In and Access the Self Certification Form Once logged into the NV Web Portal, the consumer is directed to their home page. They will navigate to the Self-Certification Form, accessible through the NV Web Portal s main menu and search menu. The consumer will only see the Self-Certification Form if they are in the 60-day recertification window and did not pass the automated recertification check. 50

51 Manual Self-Certification Via NV Web Portal Step 2: Complete and Submit the Self-Certification Form The consumer will review all of their pre-populated information in the Self-Certification Form. 51

52 Manual Self-Certification Via NV Web Portal Step 2: Complete and Submit the Self-Certification Form The consumer needs to review and initial the Certification and Consent statements. Once the consumer reviews and initials the statements, they will add their e-signature. At this point, the submit button will then become available to click. There are 9 total statements to initial. Scroll Down! It is critical that the consumer understands and consents to the information on this tab. A person assisting a consumer submit their Self-Certification Form cannot initial the boxes on the form or enter the e-signature. 52

53 Manual Self-Certification Via NV Web Portal Step 3: Notification Of Successful Manual Self-Certification The consumer will then receive a message indicating their successful submission. 53

54 Manual Self-Certification Via NV Web Portal Step 4 and 5: NV Compiles Files Of Consumers NV compiles files of completed manual self-certifications to send to NLAD. NLAD then has the most updated information regarding which consumers have been manually self-certified and which will have to be automatically de-enrolled. 54

55 Manual Self-Certification Via NV Web Portal Journey Map Consumers can manually self-certify through multiple methods. Those who manually self-certify through the NV Web Portal will follow a series of five steps. Situation: Norma wants to manually self-certify through the NV Web Portal. Step 1 Step 2 Step 3 Step 4 Step 5 Character Norma, Consumer Norma, Consumer Norma, Consumer Step Norma receives a letter from the Lifeline Support Center informing her that she must conduct manual self-certification. Norma decides to manually selfcertify through the NV Web Portal. Norma creates a new Portal account with her letter s Application ID. She reviews the Self- Certification Form, including agreeing to the consent statements and providing her e- signature. Norma is notified of her successful manual selfcertification. Norma s recertification information is then stored in the NV Web Portal. NV compiles a file of manual selfcertifications to send to NLAD. NLAD registers the successful manual self-certification and updates Norma s information. System NV Web Portal NV Web Portal NV Web Portal National Verifier NLAD 55

56 Recall: There are multiple ways a consumer can conduct manual self-certification. If a consumer does not pass automated recertification, they will receive a letter from the Lifeline Support Center offering multiple ways to manually self-certify. Below are the different processes through which a consumer can manually self-certify: 1. Manually self-certify directly via the NV Web Portal. 2. Manually self-certify directly via IVR. 3. Manually self-certify directly via mail. 56

57 Manual Self-Certification Via IVR Process Overview If the consumer chooses to conduct manual self-certification via IVR, the following steps will occur: The consumer calls the phone number on their mailed notification and provides information using the IVR (interactive voice response). The consumer is able to successfully submit information to manually self-certify. The consumer is notified that they have successfully recertified and their information is stored. A consumer will need to know the following information before calling in: Full name Full address Date of birth Last 4 of SSN or Tribal ID Application ID 5 4 NLAD registers the successful manual self-certification and updates the consumer s information. NV compiles files of completed manual self-certifications to send to NLAD. 57

58 Manual Self-Certification Via IVR Journey Map Consumers can manually self-certify through multiple methods, and those who manually self-certify via IVR will follow a series of five steps. Situation: Norma wants to manually self-certify via IVR. Step 1 Step 2 Step 3 Step 4 Step 5 Character Norma, Consumer Norma, Consumer Norma, Consumer Step Norma receives a letter from the Lifeline Support Center informing her that she must conduct manual self-certification. Norma provides her information through the IVR. She is successfully selfcertified. Norma s recertification information is then stored in the NV Web Portal. NV then compiles a file of manual selfcertifications to send to NLAD. NLAD registers the successful manual self-certification and updates Norma s information. Norma decides to manually selfcertify via IVR. System IVR NV Web Portal National Verifier NLAD 58

59 Recall: There are multiple ways a consumer can conduct manual self-certification. If a consumer does not pass automated recertification, they will receive a letter from the Lifeline Support Center offering multiple ways to manually self-certify. Below are the different processes through which a consumer can manually self-certify: 1. Manually self-certify directly via the NV Web Portal. 2. Manually self-certify directly via IVR. 3. Manually self-certify directly via mail. 59

60 Manual Self-Certification Via Mail Process Overview If the consumer does not pass the automated recertification check, the Lifeline Support Center will contact the consumer about different ways they can manually self-certify. If the consumer chooses to do so via mail, the following steps will occur: The consumer is sent a printed version of the Self-Certification Form with their mailed notification. They fill out the required information on the manual Self- Certification Form and mail it to the specified address. Once the Lifeline Support Center receives and submits the consumer s information, their information is stored in NV. A consumer can call the Lifeline Support Center or log into their NV Web Portal account in order to confirm that the Lifeline Support Center has received their Self-Certification Form and their manual self-certification process is complete. 5 4 NLAD registers the successful manual selfcertifications and updates the consumer s information. NV compiles files of successful manual self-certifications to send to NLAD. 60

61 Manual Self-Certification Via Mail Journey Map Consumers can manually self-certify through multiple methods, and those who manually selfcertify via mail will follow a series of five steps. Situation: Norma wants to manually self-certify via mail. Step 1 Step 2 Step 3 Step 4 Step 5 Character Norma, Consumer Norma, Consumer Step Norma receives a letter from the Lifeline Support Center informing her that she must conduct manual self-certification. Norma decides to manually selfcertify via mail. Norma uses the included mailed form. She fills out the form and sends the form to the specified address. The Lifeline Support Center receives Norma s Self-Certification Form and stores this information. The NV then compiles a file of manual selfcertifications to send to NLAD. NLAD registers the successful manual self-certifications and updates Norma s information. System NV Web Portal National Verifier NLAD 61

62 Lesson Summary You have completed the Manual Self-Certification Section. In this section, you have learned: The consumer will receive a letter from the Lifeline Support Center notifying them that they can manually self-certify via the NV Web Portal, IVR, or mail. The consumer will have 60 days to manually self-certify after the Lifeline Support Center letter has been sent. The consumer can manually self-certify via the NV Web Portal by creating an account or using their existing account. The consumer has the option to manually self-certify via IVR, and receive a message when they have successfully self-certified. The consumer can manually self-certify via mail by filling out the printed copy of the Self-Certification Form they receive and mailing it to the specified address. 62

63 Questions?

64 Section 5: Summary 64

65 Key Takeaways and Tips A port freeze lasts 60 days for voice services and 12 months for broadband services. A consumer can utilize a port freeze exception in one of the four following cases: the consumer moves, the service provider no longer services their area, the service provider is in violation of the FCC s rules, and the service provider s late service fees are greater than or equal to the consumer s monthly service charge. The automated recertification process is initiated when NLAD compiles a list of consumers eligible for the automated check and the NV conducts federal and state data eligibility verification. If a consumer does not pass the automated recertification process, the consumer can manually self-certify through the NV Web Portal, mail, or IVR. The consumer will have 60 days to manually self-certify after the Lifeline Support Center letter has been sent. Service providers can reach out to consumers during the 60-day window from when the Lifeline Support Center letter is sent and provide educational outreach prior to the manual self-certification window. NLAD automatically de-enrolls consumers who did not recertify. 65

66 Thank You! Thank you for joining us! Sign up for Lifeline Program updates and upcoming events Visit usac.org/li and click Subscribe in the upper right hand corner Need help? Contact us! General: Service Provider Office Hours Continue: November 21 st November 28 th

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