The opinions expressed in this presentation are those of the presenters and do not necessarily represent the positions of the Federal Communications Commission or the United States Government. Lifeline National Verifier Progress Presented by: Allison Baker, Michelle Garber, and Allison Jones SHLB Universal Service Symposium November 2 nd , 2017
Background: National Verifier • In March 2016, the FCC decided to establish a National Lifeline Eligibility Verifier (National Verifier) to conduct subscriber eligibility verification • Shifts responsibility from service providers to USAC, the program’s administrator • Primary objectives: • Protect against and reduce waste, fraud, and abuse • Lower costs to the Universal Service Fund and service providers through administrative efficiencies • Better service eligible consumers by facilitating choice and improving the enrollment experience • USAC, under the oversight of the FCC, is tasked with developing and implementing the National Verifier, and meeting the benchmarks set in the 2016 Order: By December By December By December 31, 2017: 31, 2018: 31, 2019: At least 5 At least 25 All states and states states territories
Key Milestones • Announcement of the six initial states on August 31: Colorado, Mississippi, Montana, New Mexico, Utah, and Wyoming • Launch timeline: • Soft launch in December 2017 • Allow service providers time to become familiar with the system and adjust their businesses processes • Service providers can choose to use the National Verifier or continue to use their existing processes for enrolling consumers • Hard launch in March 2018 • Service providers in the initial states will be required to rely on the system and all eligibility determinations and recertifications will be conducted by the National Verifier • Consumers will be able to verify their eligibility directly with the National Verifier
National Verifier System Components National Lifeline Lifeline Eligibility Accountability Database Lifeline Support Center Database (LED) (NLAD) • Eligibility engine that • Database of all enrolled • Conduct manual will query data sources Lifeline subscribers reviews and store results • Services to: • Provide customer • Queue applications support through call • Check for duplicate that require manual center (agents, IVR) subscribers review • Receive and process • Verify identities • Web portal for mail • Validate addresses checking eligibility
Data Sources • USAC and the FCC have signed agreements with the Dept. of Housing and Urban Development (HUD), Colorado, Mississippi, New Mexico, and Utah State Automated Data Sources All Federal Public Housing Assistance Colorado SNAP and Medicaid Mississippi SNAP New Mexico SNAP and Medicaid Utah SNAP and Medicaid • Eligibility for consumers in Montana and Wyoming will be checked against automated federal data sources first and then manually reviewed by the Lifeline Support Center • USAC and the FCC continue to work toward agreements with federal agencies to verify participation in Medicaid and Veterans Pension benefit, and income-based eligibility • Continuing to work with additional states for a launch in the second quarter of 2018
Manual Review • Where data sources cannot validate a consumer’s identity, the consumer will have the option to provide documentation for National Verifier Review • This process refers only to re-verification and applications for Lifeline. Recertification does not require the review of eligibility documentation. • Documents uploaded through the web portal will typically be reviewed within minutes. Exceptions include: • Documents uploaded outside of the business hours of 9am – 9pm ET (7 days per week), which will be reviewed when business hours resume • Documents that are not within the established set of acceptable documents on USAC’s website (available by mid-November), which may take longer to evaluate • Documents may also be submitted via mail
Reverification • During the soft launch period, existing Lifeline subscribers in initial launch states will have their eligibility reverified • The reverification process will take place in a few different phases depending on the date the subscriber initiated their Lifeline service • Each consumer will be checked against the available eligibility databases, and will also undergo checks for identity verification, address validation, and duplicate subscriber • If a consumer cannot be automatically reverified, service providers will need to supply current documentation (if the service provider already has it on file) or reach out to the consumer for new documentation and submit that to USAC • When a consumer cannot be reverified automatically or through documentation, they will be deemed ineligible and will be de-enrolled from NLAD • For more info on reverification, visit http://www.usac.org/li/tools/national-verifier/migration.aspx
National Verifier Application Process • 1. Identity Choose a Create provider • 2. Address Manual Web Portal Enroll with account NV System Upload Consumer • 3. review Service SP will Checks Documents Complete Application Provider (if required) Duplicates claim in application NLAD • 4. Eligibility • 1. Identity Log into SP • 2. Address Manual Service account Enroll • 3. NV System Upload Claim Provider review Checks Documents Subscriber in NLAD Duplicates Complete Assistance (if required) application • 4. Eligibility Consumers and Service Providers also have the option to submit applications and documentation via mail to the Lifeline Support Center
Recertification • The National Verifier will assume responsibility for annual recertification, due for each existing subscriber by the anniversary of his or her enrollment • Each consumer will be checked against the available data sources • If the check is successful, the recertification process will be complete • If the check is unsuccessful, the National Verifier will notify consumers and, if they disagree with the result, they may submit a self-certification by phone, mail, or through the web portal • USAC will make reports available to service providers to monitor recertification activity for their subscribers
Training Information • Online Courses Introductory Detailed Overview • High-Level System Overview • Eligibility & Reverification Plan • Document upload • System Navigation • Benefit Transfer and Recertification • Reports Live webinars held for service providers in initial launch states October 25 through November 16 (recordings available afterward) • Additional materials available at soft launch: How-To Guides, Videos, FAQs • Visit our training page at http://www.usac.org/li/about/outreach/default.aspx
Other Resources • General Lifeline Program Resources • Website: http://www.usac.org/li/ • General Customer Service: (888) 641-8722 • Service Provider Support: • Website: https://www.usac.org/li/telecom.aspx • Email: LifelineProgram@usac.org • Consumer Support: • Website: http://www.lifelinesupport.org/ • Email: Lifelinesupport@usac.org • Consumer Call Center: (800) 234-9473
Thank you! Allison Baker – allison.baker@fcc.gov Allison Jones – allison.jones@fcc.gov Michelle Garber – michelle.garber@usac.org
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