STARTING STRONG FOR COMMUNITY HEALTH! WEBINAR Exciting Changes to - - PowerPoint PPT Presentation

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

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• 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
• nline 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.

Changes the Client can Expect

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New Look and Feel of all Notices. Some notices combined. Medical card always at end

Barcode helps organize, track and manage documents sent to customers and returned to the agency USPS Intelligent Mail Barcode allows for automated central printing and mailing of correspondence

From: donotreply@illinois.gov Sent: Thursday, August 07, 2014 To: casename@emailbrowser.com 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..

A new notice is available in your ABE account. Please log into your account to view your notice. DO NOT REPLY.

Electronic alerts are available in both e-mail and text.

Manage My Case

For clients and approved reps

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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

Updating Case Information and Managing Accounts

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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 Account Management The primary account holder can adjust access permissions for household members and third party reps View/change communication preferences Change a password

Manage My Case Module

The Manage My Case module is divided into four tabs: Contact Information Customers can view how to get in touch with someone about their case Customers can send an email to the FCRC

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ABE Manage My Case Portal Coming Soon

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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

ABE Manage My Case Portal – Clients Need to…

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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

• ccurs

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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.

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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

• ffer questions, the customer will be asked to contact the Experian Help Desk and obtain a code to enter into ABE.

Landing Page/Case Summary

First Tab

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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

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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.

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MMC: Case Summary Report Changes

Customers choose the change being reported and then enter details about what is changing

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MMC: Case Summary Appointments & Verifications

See what verifications are needed and submit them directly, also view document upload history View upcoming appointments and reschedule, if necessary

Benefit Details

Second Tab

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Medical Details Page

Note: Details for all 3 family members would be listed. Screen edited to fix on one page

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SNAP Details Page

Contact Information

Third Tab

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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

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Most customer questions can be answered using these links to information in MMC Email 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

Contact Your Local Office

Questions submitted through MMC will route to the correct FCRC and create a task

Account Management

Fourth Tab

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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

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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.

Approved Reps

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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. Approved Representative - Definition

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Appoint Approved Representatives Electronically in ABE at Application

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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

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Reporting Authorized Rep Changes

Changes can be reported either as a ‘Change in Contact Information’ or ‘Other Change’.

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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.

Appeals

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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. 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. Correspondence: All correspondence from the Bureau of Hearings will be available in the ABE portal, including the Final Administrative Decision.

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Appeals Homepage in ABE

Access through ABE MMC or directly at: https://abe.illinois.gov/abe/access/appeals

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

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File an Appeal Process

ABE Appeal Home Page Create an ABE account or login to existing account Select start a new appeal Select Appeal Program Enter additional details about program Enter appellant & appeal information Upload documents Appeal confirmation submission

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Appeal Options

Login info will appear here You can either start a new appeal request or check the status of an existing appeal

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Appeal Program Questions

Some questions will trigger sub-questions.

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Appeal Program Additional Details

If you already have an IES case, then the case number will automatically populate.

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Appellant Information

Enter details about the appeal request

• Your identify (person filling out appeal request)
• Name of appellant/client
• Date of Birth, Preferred Language
• Mailing Address
• Phone number, email address
• Add an appeal representative
• Electronically sign the appeal

MMC

• If you already have an ABE account through MMC and you file an appeal for a

MMC program, then some of the information will pre-populate (like name, address, case number)

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Appeal Details (top of screen)

If you are an appeal representative, you must upload documentation..

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Appeal Details (top of screen)

Name, Date of Birth, and Preferred Language are mandatory.

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Appeal Details (middle of screen)

The program info will appear above based on the selections on the previous page.

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Appeal Details (bottom of screen)

Add the appeal rep information here E-sign the appeal request

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Upload Documents Screen

Can select document type

• Authorized Rep Form
• Client Exhibit
• Continuance/Postponement Request
• Withdrawal
• Miscellaneous

Availability

• New appeal requests
• Checking status of existing appeal requests

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Upload Documents

Browse for documents and click on add Review uploaded documents before submitting

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Appeal Submission Conformation

Receive appeal tracking number on page You can print a PDF or view an HTML version of your appeal request If the appeal is registered, then a notice will be sent to the mailing address of appellant and representative

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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

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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

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Appeal Summary Actions

Change Contact or Add Rep

• Type in details if address, phone number or representative change (still need to upload a document)

Manage My Communication

• All appeal notices default to paper and electronic
• If you only want electronic notices, then you can update your preferences.
• You can also receive text message alerts (standard fees may apply)

View Appointments

• See the date, time, and status of the next hearing date
• Request a postponement/continuance

View Notices

• Read all appeal notices

Withdraw Appeal

• Withdraw the appeal through ABE

Questions

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