STARTING STRONG FOR COMMUNITY HEALTH! WEBINAR Exciting Changes to ABE: Manage My Case and Online Appeals August 4, 2016 January 20, 2016
Today’s Presenters: Lauren Polite, Communications Coordinator for ABE and ACA Department of Healthcare and Family Services Jodi Winnett, IES Communications Lead Deloitte Consulting Jennie Sutcliffe, Policy Analyst, Sargent Shriver National Center on Poverty Law
QUESTIONS? ASK QUESTIONS USING THE CHAT BOX FEATURE Ask questions at any time using the Chat Box Feature We will answer as many questions during the webinar as possible. We’ll follow up on all unanswered questions via e -mail or phone after the webinar. A recorded copy of the webinar will be posted on EverThrive IL’s website in the coming days: http://everthriveil.org/resources/starting- strong-webinars For questions related to this and other Starting Strong webinars: asiani@everthriveil.org
State of Illinois Introducing the ABE "Manage My Case" and Appeals Management Portals Lauren Polite, HFS August 4, 2016
IES Phase 2-Changes the Client Will See
Changes the Client can Expect • 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 (e.g. new sources of income, Social Security determination, Medicare) 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 and can file and manage appeals online in the ABE Appeals portal . Among other things, they will be able to report changes, ask questions, check for scheduled appointments, view and print correspondence. 6 State of Illinois Integrated Eligibility System Project
New Look and Feel of all Notices. Some notices combined. Medical card always at end USPS Intelligent Mail From : donotreply@illinois.gov Barcode allows for Sent : Thursday, August 07, 2014 To : casename@emailbrowser.com automated central printing Subject : ABE: New notice is available in your account! and mailing of An important notice is available in your ABE correspondence account. Please log in to your account at abe.illinois.gov.. Barcode helps organize, A new notice is Electronic alerts track and manage available in your ABE account. are available in documents sent to Please log into your both e-mail and customers and returned to account to view your notice. DO text. the agency NOT REPLY. 7 State of Illinois Integrated Eligibility System Project
Manage My Case For clients and approved reps
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 • Email the FCRC • Start an Appeal 9 State of Illinois Integrated Eligibility System Project
Manage My Case Module The Manage My Case module is divided into four tabs: Case Summary Benefit Details Contact Account Management Information Customers can apply for new Customers can view the type of The primary account holder can benefits or report case assistance received by month adjust access permissions Customers can view how to get changes for household members and in touch with someone View current benefits and when third party reps about their case they’re up for redetermination Customers can view correspondence for the past View/change communication Customers can send an email View historical benefit information 12 months. If a notice requires preferences to the FCRC action, there will be an Change a password indicator on the page Customers can also view the status of their application, redetermination, or reported case change Customers can reschedule an appointment 10 State of Illinois Integrated Eligibility System Project
ABE Manage My Case Portal Coming Soon 11 State of Illinois Integrated Eligibility System Implementation Project
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 12 12 State of Illinois Integrated Eligibility System Implementation Project
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 13 State of Illinois Integrated Eligibility System Implementation Project
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. 14 State of Illinois Integrated Eligibility System Implementation Project
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. 15 State of Illinois Integrated Eligibility System Implementation Project
Landing Page/Case Summary First Tab
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 17 State of Illinois Integrated Eligibility System Implementation Project
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. 18 State of Illinois Integrated Eligibility System Implementation Project
MMC: Case Summary Report Changes Customers choose the change being reported and then enter details about what is changing 19 State of Illinois Integrated Eligibility System Implementation Project
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 20 State of Illinois Integrated Eligibility System Implementation Project
Benefit Details Second Tab
Medical Details Page Note: Details for all 3 family members would be listed. Screen edited to fix on one page 22 State of Illinois Integrated Eligibility System Implementation Project
SNAP Details Page 23 State of Illinois Integrated Eligibility System Implementation Project
Contact Information Third Tab
Customer Contact Information Tab Customers are reminded to review address information and report changes. Customers questions submitted through MMC appear in the Email queue in IES 25 State of Illinois Integrated Eligibility System Implementation Project
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