WEBVTT

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OK, Good afternoon everyone.

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This is Margaret Dunne with the
Illinois Department of Health

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Care and Family Services.

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I have my colleagues Lauren
Polite and Melishia Bansa with

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me today and they will also or
at least militia will be do

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doing some presenting as well.

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Today we're going to be talking
about a manage my case and we're

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going to do a review of how to
set up, navigate and function

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through Abe.

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First of all, I do want to take
a minute to thank all of you for

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the work you do in assisting our
shared customers.

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I think we would not be able to
reach all of the people we need

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to reach without you.

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So I did want to take a minute
to thank you and right now I did

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want to review the types of
assisters that help our shared

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customers and basically we have
three types.

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First of all, we have our
community partners, they can be

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registered or unregistered
social service agencies, MC OS

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right now providers and some
community based organizations.

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It does not give these
individuals additional rights in

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aid or rights to talk to
caseworkers, but it does allow

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them to keep track of how many
applications they've assisted

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with in Abe if they are
registered partners.

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Some of these organizations may
also be certified application

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counselors or federal navigators
who are trained in both Medicaid

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in the marketplace and some of
you may be on the call.

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Those can also be our community
partners.

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The goals of this group is to
inform, educate and assist our

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customers.

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The second group of assisters
are authorized representatives,

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and actually this is a legal
relationship between the

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customer and the representative.

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The representative acts as if
they are the individual for the

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purposes of application
submission and assistance, as

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well as management of the public
benefits and Medicaid cases.

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They can speak with caseworkers
as if they are the customer and

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they can also set up Manage My
Case accounts as well HFS

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application agents.

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This is our group and they do
have special functionality in

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the Abe portal.

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They actually have a specific
provider portal login.

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They can assist customers
through their provider portal in

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submitting applications and they
can help customers set up Manage

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my Case accounts as well.

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Customers do complete an
authorization form and that

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allows the application agent to
speak with caseworkers as well.

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Those application agents can
also check the status of

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applications in A and they can
submit documents for a very

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short window of time after an
application has been submitted.

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This group can also use our Medi
system to check information on

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customers.

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They can then see their coverage
status as well as the very

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important renewal date.

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This is an important question.

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Can assisters create a Manage My
Case account for a customer?

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The two groups of application
agents and those assisters or

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partner groups cannot create a
Manage My Case account unless

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the customer is sitting there
with them unless they have been

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designated as an approved
representative and the state has

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the signed required paperwork to
prove that status.

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Staff can't assist a customer in
setting up management case

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accounts and we ask you to do
that so that customers have a

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greater access to their
benefits.

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But the customer does need to
sign any forms that are

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submitted through management
case.

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One important point as well,
Staff should never keep a

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customer user ID and password.

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You can write it down and give
it to the customer to keep

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emphasizing to them that it
should be stored securely, but

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anyone that has that user ID and
password could potentially have

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access to private and HIPAA
protected information.

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So of course, we don't want that
being kept or shared by anyone

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else except the customer.

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And once again, in order for
application agents to speak with

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caseworkers, they do need to
have the customer complete the

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application agent customer
authorization form.

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That is a link right there.

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And we also have a link for the
Spanish form.

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This deck will be is being
recorded and will be posted that

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to the HFS site as well.

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So you will have access to any
links that we've got in the

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presentation.

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I did talk with our call center
in advance of this presentation

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to see the reasons, most common
reasons why customers call the

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call Center for assistance.

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So that you know those reasons
and you can help customers when

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they run into problems.

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Those top reasons are an account
is locked, the customers having

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password problems, they don't
remember answers to their secret

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00:05:45.762 --> 00:05:49.397
questions, and you're going to
find a little bit more about

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that as we go through the
presentation.

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The customer getting error
messages when they are using the

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system.

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The customer running into
trouble linking their account or

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uploading documents.

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Problems with renewal, such as
finding their renewal date or

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completing the renewal, and also
difficulty in reporting changes

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when they're using Manage My
Case.

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So keep those questions in mind
as we're presenting information.

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I do want to say right off the
bat in regards to accounts being

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locked, that accounts are locked
for only one hour when they are

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in that lock status.

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The most usual reason that
accounts are locked is because

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the customer has entered the
wrong password three times.

60403ed2-c45e-4c34-bb0e-cf8513bad004-0
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So that's an automatic security
measure.

9cc66f03-a91f-406d-afaa-b662ed3cb657-0
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The accounts locked and after
that hour the customer can try

9cc66f03-a91f-406d-afaa-b662ed3cb657-1
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again.

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But most likely they don't
really remember the password.

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So the best course of action at
that point would be for them to

a4f4fbea-8410-480a-bdca-323656ad2d16-1
00:06:51.955 --> 00:06:53.220
reset their password.

7d64fb9e-fe09-4e9a-9a0a-3fbccdbdd37c-0
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OK, we'd like to present Manage
my Case as the three CS.

f89301b2-9d75-4869-a9e8-8cb045643961-0
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Those CS are Create, Check and
Change.

d7a4796e-d229-49f3-8d96-2403a5ba8e2e-0
00:07:04.460 --> 00:07:08.500
The first C create is creating a
account.

4bd833c6-5956-4d48-affc-50a9afad0433-0
00:07:09.300 --> 00:07:12.604
You creating the user ID and
password, linking that to their

4bd833c6-5956-4d48-affc-50a9afad0433-1
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case and then going through
identity proofing.

f661bf66-e562-449f-8241-156dd7e2dfcc-0
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The second C is checking
management case allows customers

f661bf66-e562-449f-8241-156dd7e2dfcc-1
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to check their renewal date,
check their case information,

f661bf66-e562-449f-8241-156dd7e2dfcc-2
00:07:24.893 --> 00:07:28.070
check for any notices from HSHFS
or DHS.

0e10ca43-89f9-4796-93f8-3683f1be02bf-0
00:07:28.670 --> 00:07:32.350
They can see 12 months of
notices and management case.

45a0062d-c044-4f62-9264-f80c4a6aa0dd-0
00:07:32.790 --> 00:07:36.020
Also they can check for upcoming
appointments and request changes

45a0062d-c044-4f62-9264-f80c4a6aa0dd-1
00:07:36.020 --> 00:07:36.950
if they would like.

dce55414-5a5a-4c45-845c-f73e77245653-0
00:07:38.350 --> 00:07:40.310
The third C is change.

016b7e86-d1db-4597-9ce9-e12e3c2929d8-0
00:07:40.810 --> 00:07:44.757
Customers can submit changes
through Manage My Case, and

016b7e86-d1db-4597-9ce9-e12e3c2929d8-1
00:07:44.757 --> 00:07:49.189
those are changes like address,
income, who's in the household,

016b7e86-d1db-4597-9ce9-e12e3c2929d8-2
00:07:49.189 --> 00:07:50.090
and expenses.

de2c3453-44ab-4c38-9d51-6ced8b3995ac-0
00:07:50.770 --> 00:07:56.427
And finally, the most important
thing, customers can use Manage

de2c3453-44ab-4c38-9d51-6ced8b3995ac-1
00:07:56.427 --> 00:07:59.610
My Case to submit
redeterminations.

9e6e9143-aad2-4b69-9962-7bd8af8d56a7-0
00:08:00.450 --> 00:08:04.422
Manage My Case is one of the
easiest and most accurate way

9e6e9143-aad2-4b69-9962-7bd8af8d56a7-1
00:08:04.422 --> 00:08:07.250
for consumers to submit
redeterminations.

4b9ad0e6-b8ea-47c5-a39b-a552a278aacb-0
00:08:07.700 --> 00:08:12.992
The moment the customer hits the
submit button, that time and

4b9ad0e6-b8ea-47c5-a39b-a552a278aacb-1
00:08:12.992 --> 00:08:18.200
date is recorded in our system,
so there's no question about

4b9ad0e6-b8ea-47c5-a39b-a552a278aacb-2
00:08:18.200 --> 00:08:21.700
when the renewal paperwork was
received.

41190f68-e36e-48b8-a66e-18a96bb78f5b-0
00:08:22.020 --> 00:08:25.424
No worries about the information
getting lost in the mail or

41190f68-e36e-48b8-a66e-18a96bb78f5b-1
00:08:25.424 --> 00:08:26.820
sitting on a fax machine.

c70df43c-8d61-4284-bd83-397dbb110a62-0
00:08:27.180 --> 00:08:30.500
That exact time and date is
recorded in our system.

b1e407a1-0e85-4ba2-81bc-b2bc2089cbf9-0
00:08:31.260 --> 00:08:35.151
Use of Management Case also
allows customers to make fewer

b1e407a1-0e85-4ba2-81bc-b2bc2089cbf9-1
00:08:35.151 --> 00:08:38.910
visits to their office or
spending time on the phone and

b1e407a1-0e85-4ba2-81bc-b2bc2089cbf9-2
00:08:38.910 --> 00:08:42.801
they can stay informed on the
status of their benefits and

b1e407a1-0e85-4ba2-81bc-b2bc2089cbf9-3
00:08:42.801 --> 00:08:44.780
manage their case information.

d7fb4976-5009-4be5-b298-75c27eac8fef-0
00:08:45.260 --> 00:08:50.837
We do ask all of our partner
agencies whenever possible to

d7fb4976-5009-4be5-b298-75c27eac8fef-1
00:08:50.837 --> 00:08:56.792
assist customers in setting up
Manage My Case accounts so that

d7fb4976-5009-4be5-b298-75c27eac8fef-2
00:08:56.792 --> 00:09:02.653
they can have better continuity
with their coverage on to the

d7fb4976-5009-4be5-b298-75c27eac8fef-3
00:09:02.653 --> 00:09:04.260
first C creating.

f5f69fb1-21e8-4507-8491-302edc31a857-0
00:09:06.420 --> 00:09:09.780
Creating an account is a
three-step process.

ed8e3929-863d-4325-b5aa-6ce30c3ecf52-0
00:09:10.260 --> 00:09:13.420
The first step is creating the
user ID and password.

dd4df4ce-d2f1-4ff2-9a2e-b608e7d18d83-0
00:09:13.860 --> 00:09:18.597
The second step is linking that
user ID and password to case

dd4df4ce-d2f1-4ff2-9a2e-b608e7d18d83-1
00:09:18.597 --> 00:09:22.791
information and the third step
is completing Identity

dd4df4ce-d2f1-4ff2-9a2e-b608e7d18d83-2
00:09:22.791 --> 00:09:25.820
Verification, also called ID
Proofing.

34f8af2d-1d15-4da4-8966-db9a276af9ed-0
00:09:28.140 --> 00:09:33.399
Moving on to the first step,
creating that user ID and

34f8af2d-1d15-4da4-8966-db9a276af9ed-1
00:09:33.399 --> 00:09:34.260
password.

405e467f-fdc1-4ae6-a38b-b5589e4437fb-0
00:09:35.200 --> 00:09:39.405
Some customers may already have
a user ID and password if they

405e467f-fdc1-4ae6-a38b-b5589e4437fb-1
00:09:39.405 --> 00:09:43.077
used Abe to submit an
application for benefits and you

405e467f-fdc1-4ae6-a38b-b5589e4437fb-2
00:09:43.077 --> 00:09:44.880
can see up at the top here.

10402095-22bf-4474-a73a-5670546408ec-0
00:09:45.280 --> 00:09:50.987
abe.illinois.gov is our website
where customers can complete

10402095-22bf-4474-a73a-5670546408ec-1
00:09:50.987 --> 00:09:55.760
applications and submit
applications for benefits.

66d6778d-2b73-458b-81db-dd532d224b58-0
00:09:56.600 --> 00:09:59.860
And you can see all the way on
the right side of the screen

66d6778d-2b73-458b-81db-dd532d224b58-1
00:09:59.860 --> 00:10:02.360
we've got the Manage my Case
button in green.

60603230-b30d-4df6-8272-744ad0b1f623-0
00:10:04.460 --> 00:10:08.586
So again, customers may already
have that user ID and password,

60603230-b30d-4df6-8272-744ad0b1f623-1
00:10:08.586 --> 00:10:12.841
but if they do not, that's not a
problem, they can create one now

60603230-b30d-4df6-8272-744ad0b1f623-2
00:10:12.841 --> 00:10:16.774
or if they've forgotten their
information, they can create a

60603230-b30d-4df6-8272-744ad0b1f623-3
00:10:16.774 --> 00:10:18.580
new AB User ID and password.

c8b51f12-4b05-4091-ac55-76feab797112-0
00:10:19.100 --> 00:10:23.673
One thing I do want to mention
here is that Manage My Case can

c8b51f12-4b05-4091-ac55-76feab797112-1
00:10:23.673 --> 00:10:28.174
only be used by the Head of the
case, also called Head of the

c8b51f12-4b05-4091-ac55-76feab797112-2
00:10:28.174 --> 00:10:28.899
Household.

aa2545fd-4d42-4bd8-9b66-66cd5bf8a0a2-0
00:10:29.530 --> 00:10:33.818
So if anybody else in the family
tries to set up a Manage My Case

aa2545fd-4d42-4bd8-9b66-66cd5bf8a0a2-1
00:10:33.818 --> 00:10:37.911
account, they will get a message
saying we do not see any case

aa2545fd-4d42-4bd8-9b66-66cd5bf8a0a2-2
00:10:37.911 --> 00:10:40.770
that you are the Head of the
Household for.

93bc09a6-fe04-4b25-8a96-a1d10dec45b4-0
00:10:41.530 --> 00:10:44.468
So again, only the Head of
Household will be able to go

93bc09a6-fe04-4b25-8a96-a1d10dec45b4-1
00:10:44.468 --> 00:10:45.570
through that process.

c01f8f2f-b450-4a6d-ac24-4ff32b045b8f-0
00:10:46.410 --> 00:10:50.437
So moving on to creating that
account, if the individual

c01f8f2f-b450-4a6d-ac24-4ff32b045b8f-1
00:10:50.437 --> 00:10:53.970
clicks on that link, they will
come to this page.

25d1a865-c8ca-4115-a289-0abcc80256d3-0
00:10:53.970 --> 00:10:55.890
It's a pretty easy process.

c1f1c6c0-02d1-4d14-ae58-96469308a4da-0
00:10:57.170 --> 00:11:01.425
First the customer enters their
name, first name, last name, and

c1f1c6c0-02d1-4d14-ae58-96469308a4da-1
00:11:01.425 --> 00:11:05.420
then the second step is setting
up the user ID and password.

e7c2e67c-94dc-466c-8b82-5a1142ffcb7d-0
00:11:05.780 --> 00:11:10.384
User ID is pretty simple, it
just needs to be between 5 and

e7c2e67c-94dc-466c-8b82-5a1142ffcb7d-1
00:11:10.384 --> 00:11:12.380
20 letters and or numbers.

e8ab7671-8d94-4e8b-8081-81bbbea325ca-0
00:11:12.820 --> 00:11:16.369
Of course if your name has
already been picked by somebody

e8ab7671-8d94-4e8b-8081-81bbbea325ca-1
00:11:16.369 --> 00:11:19.557
else, you'll get a message
saying you need to choose

e8ab7671-8d94-4e8b-8081-81bbbea325ca-2
00:11:19.557 --> 00:11:20.460
something else.

a3cef7fe-64b9-4c4d-b9ad-6a96b2fc158a-0
00:11:20.700 --> 00:11:24.740
The password has a little more
criteria that you have to meet.

037153d2-f130-4119-af90-50ba91ee17d9-0
00:11:25.100 --> 00:11:29.744
It does need to be a minimum of
eight characters and contain a

037153d2-f130-4119-af90-50ba91ee17d9-1
00:11:29.744 --> 00:11:34.093
minimum of three of the four
following a capital letter, a

037153d2-f130-4119-af90-50ba91ee17d9-2
00:11:34.093 --> 00:11:38.000
lowercase letter, a special
character, and a number.

928f8bca-79e5-4b72-b553-8ef9e99213cd-0
00:11:38.320 --> 00:11:42.385
There's a few other criteria as
well, and those will be listed

928f8bca-79e5-4b72-b553-8ef9e99213cd-1
00:11:42.385 --> 00:11:43.160
on the page.

34eec169-cf8a-45f7-82ef-245d509c175d-0
00:11:44.600 --> 00:11:47.644
The third step is secret
questions, and this is a

34eec169-cf8a-45f7-82ef-245d509c175d-1
00:11:47.644 --> 00:11:48.680
security measure.

af912c49-5829-498c-acb0-75e9986c7e9b-0
00:11:49.080 --> 00:11:52.736
The customer chooses two
different questions and those

af912c49-5829-498c-acb0-75e9986c7e9b-1
00:11:52.736 --> 00:11:56.060
are questions like what is your
favorite holiday?

2a8d35e2-b9d1-4530-a6bb-d302f77bc0ee-0
00:11:56.300 --> 00:11:59.900
Who was your favorite grade
school teacher.

1f03f657-8680-41c6-8de5-9469875357cb-0
00:12:00.580 --> 00:12:04.570
The customer chooses those
questions and then answers them

1f03f657-8680-41c6-8de5-9469875357cb-1
00:12:04.570 --> 00:12:07.140
and those answers are case
sensitive.

45babc9d-8073-47c8-98f0-55391e9e3ec8-0
00:12:07.740 --> 00:12:11.439
So we recommend that the
customer, unless they have a

45babc9d-8073-47c8-98f0-55391e9e3ec8-1
00:12:11.439 --> 00:12:14.660
super good memory, write the
information down.

8f5e834c-c686-4228-95af-57b45ee69c8f-0
00:12:14.780 --> 00:12:19.001
But again, it should be stored
securely because anybody that

8f5e834c-c686-4228-95af-57b45ee69c8f-1
00:12:19.001 --> 00:12:23.223
has access to that information
would be able to access their

8f5e834c-c686-4228-95af-57b45ee69c8f-2
00:12:23.223 --> 00:12:27.307
Manage My Case account, which
does have personal and HIPAA

8f5e834c-c686-4228-95af-57b45ee69c8f-3
00:12:27.307 --> 00:12:28.830
protected information.

1cddbbc7-e514-4389-8817-8d0f85824e1e-0
00:12:30.990 --> 00:12:35.704
Now that I've said all that
about how to create that user ID

1cddbbc7-e514-4389-8817-8d0f85824e1e-1
00:12:35.704 --> 00:12:40.727
and password, I do want to give
a heads up to our assisters that

1cddbbc7-e514-4389-8817-8d0f85824e1e-2
00:12:40.727 --> 00:12:45.518
we will be transitioning later
in the year or early 2024 to a

1cddbbc7-e514-4389-8817-8d0f85824e1e-3
00:12:45.518 --> 00:12:46.910
different process.

7d4aae60-8915-40cd-8b21-42d26ce79b3a-0
00:12:47.150 --> 00:12:50.773
We'll be using an I login
process which some state

7d4aae60-8915-40cd-8b21-42d26ce79b3a-1
00:12:50.773 --> 00:12:53.900
organizations have already
transitioned to.

9ed1dbc1-5f83-4df6-8f4a-f9c815f023b5-0
00:12:54.340 --> 00:12:58.058
I know that the Department of
Employment Security has

9ed1dbc1-5f83-4df6-8f4a-f9c815f023b5-1
00:12:58.058 --> 00:13:02.464
transitioned to this process and
that's the intent of the state

9ed1dbc1-5f83-4df6-8f4a-f9c815f023b5-2
00:13:02.464 --> 00:13:06.389
of Illinois is to have Allstate
systems use this I login

9ed1dbc1-5f83-4df6-8f4a-f9c815f023b5-3
00:13:06.389 --> 00:13:06.940
process.

3ed3b788-bd7b-4bee-acaa-e21c40fbea39-0
00:13:07.340 --> 00:13:11.497
We're going to have a lot more
information as we get closer to

3ed3b788-bd7b-4bee-acaa-e21c40fbea39-1
00:13:11.497 --> 00:13:15.589
the launch date of this, and I
know that I've you've probably

3ed3b788-bd7b-4bee-acaa-e21c40fbea39-2
00:13:15.589 --> 00:13:19.746
heard me mention this before and
in fact we've been working on

3ed3b788-bd7b-4bee-acaa-e21c40fbea39-3
00:13:19.746 --> 00:13:23.442
this for quite a while and as
often happens, things get

3ed3b788-bd7b-4bee-acaa-e21c40fbea39-4
00:13:23.442 --> 00:13:23.970
delayed.

cc417dbb-b7fa-4ecf-a3e7-bbcf90a71829-0
00:13:24.330 --> 00:13:28.218
But again, we'll be having more
information about this process

cc417dbb-b7fa-4ecf-a3e7-bbcf90a71829-1
00:13:28.218 --> 00:13:30.810
as we get further and closer to
the date.

9b78fc16-c478-416d-8b3e-884e50ee5e4f-0
00:13:32.930 --> 00:13:38.122
The second step in that account
setup is linking the account and

9b78fc16-c478-416d-8b3e-884e50ee5e4f-1
00:13:38.122 --> 00:13:43.155
if once the customer goes back
in, clicks on that green Manage

9b78fc16-c478-416d-8b3e-884e50ee5e4f-2
00:13:43.155 --> 00:13:46.990
My Case button, they'll see one
of these boxes.

3a18df21-0b25-4c56-bf24-2edb83c29b3f-0
00:13:47.270 --> 00:13:50.909
The top box is what they would
see if they did submit an

3a18df21-0b25-4c56-bf24-2edb83c29b3f-1
00:13:50.909 --> 00:13:54.676
application through Manage My
Case and you can see it also

3a18df21-0b25-4c56-bf24-2edb83c29b3f-2
00:13:54.676 --> 00:13:57.230
includes the status of the
application.

471fb8c3-52a8-4933-8605-81c93d004802-0
00:13:57.790 --> 00:14:01.332
The bottom box is what they
would see if they just now

471fb8c3-52a8-4933-8605-81c93d004802-1
00:14:01.332 --> 00:14:02.750
created a new account.

a858a899-71e6-4f44-aa9a-5afa171c806b-0
00:14:03.230 --> 00:14:08.066
In either case, they would click
on the Link your account in blue

a858a899-71e6-4f44-aa9a-5afa171c806b-1
00:14:08.066 --> 00:14:11.510
or the button right next to link
Your account.

6effb35c-bc9a-47cc-bb26-d25c295327bf-0
00:14:13.370 --> 00:14:16.290
Once they click on that, they
would come to this page.

37ea77ad-f17f-4b4d-9ec6-b87df06b6f51-0
00:14:16.650 --> 00:14:20.916
They would enter their date of
birth twice to make sure they've

37ea77ad-f17f-4b4d-9ec6-b87df06b6f51-1
00:14:20.916 --> 00:14:24.450
got it right, and then they
would enter either their

37ea77ad-f17f-4b4d-9ec6-b87df06b6f51-2
00:14:24.450 --> 00:14:28.050
individual ID number or their
Social Security number.

03e7125f-6e06-486a-a293-dafa2d097620-0
00:14:28.850 --> 00:14:30.570
So we have two options here.

38e1577e-549e-4e59-add7-aa537eaaa0d1-0
00:14:30.570 --> 00:14:35.158
So if an individual does not
have that social, that will not

38e1577e-549e-4e59-add7-aa537eaaa0d1-1
00:14:35.158 --> 00:14:39.370
stop them through the process of
linking their account.

59a2abd1-f379-4487-9d59-39af3f8363bb-0
00:14:41.060 --> 00:14:43.380
Then again, I say one or the
other.

b05e2deb-ca54-40d2-bd1a-492de75bf288-0
00:14:43.380 --> 00:14:47.820
The system works better if you
only enter one and not both.

bfb71983-c0f3-4954-90ff-ead5468192f7-0
00:14:49.180 --> 00:14:53.967
The individual ID number is a 10
digit number that is listed on

bfb71983-c0f3-4954-90ff-ead5468192f7-1
00:14:53.967 --> 00:14:58.456
the customer's top right corner
of their notice of decision

bfb71983-c0f3-4954-90ff-ead5468192f7-2
00:14:58.456 --> 00:14:58.980
letter.

e4429439-1a1a-4658-a840-2556dfbd6000-0
00:14:58.980 --> 00:15:03.104
So once they've completed an
application they will get a

e4429439-1a1a-4658-a840-2556dfbd6000-1
00:15:03.104 --> 00:15:07.879
denial or approval letter in the
top corner They will see that 10

e4429439-1a1a-4658-a840-2556dfbd6000-2
00:15:07.879 --> 00:15:08.819
digit number.

bbe237e5-8a33-4073-b63c-e415d12dd898-0
00:15:09.640 --> 00:15:13.720
I know sometimes numbers get
lost, paper gets lost.

00f75156-0631-48b8-b46f-cebefb00e215-0
00:15:14.040 --> 00:15:16.320
So they can get some assistance.

e436d700-14e1-4cee-874c-b1029a627086-0
00:15:17.440 --> 00:15:22.548
If they don't have their social
or it's not working with their

e436d700-14e1-4cee-874c-b1029a627086-1
00:15:22.548 --> 00:15:27.171
social, they can e-mail
dhs.a.questions@illinois.gov and

e436d700-14e1-4cee-874c-b1029a627086-2
00:15:27.171 --> 00:15:32.280
they will give some assistance
with any problem they run into.

c1fd36cb-c833-489a-a554-79eeba3dd9bc-0
00:15:32.280 --> 00:15:36.790
Or if they don't have that
number, they can assist as long

c1fd36cb-c833-489a-a554-79eeba3dd9bc-1
00:15:36.790 --> 00:15:41.301
as the individual provides
enough information to prove who

c1fd36cb-c833-489a-a554-79eeba3dd9bc-2
00:15:41.301 --> 00:15:41.990
they are.

52c53dca-0f66-4697-b2d6-328eaa9d8178-0
00:15:44.030 --> 00:15:47.518
Now on to the third step,
identity verification or

52c53dca-0f66-4697-b2d6-328eaa9d8178-1
00:15:47.518 --> 00:15:48.750
identity proofing.

20012cb7-4bce-496a-8dbc-e61cd6f2ebc0-0
00:15:49.870 --> 00:15:54.310
The state has three different
methods to choose from.

3cef1839-ed5d-4578-84f8-b9d0f3053e64-0
00:15:54.510 --> 00:15:58.398
Well, first, the customer is
presented with Secretary of

3cef1839-ed5d-4578-84f8-b9d0f3053e64-1
00:15:58.398 --> 00:16:02.695
State if they have an Illinois
State driver's license or state

3cef1839-ed5d-4578-84f8-b9d0f3053e64-2
00:16:02.695 --> 00:16:06.924
ID, and a temporary visitor's
driver's license will work here

3cef1839-ed5d-4578-84f8-b9d0f3053e64-3
00:16:06.924 --> 00:16:07.470
as well.

8269cc10-8e3b-45fd-87c6-ac3cf02eb4ef-0
00:16:08.210 --> 00:16:12.692
The second method is Experian,
and this is randomly generated

8269cc10-8e3b-45fd-87c6-ac3cf02eb4ef-1
00:16:12.692 --> 00:16:16.741
questions based on the
customer's information, previous

8269cc10-8e3b-45fd-87c6-ac3cf02eb4ef-2
00:16:16.741 --> 00:16:19.850
addresses, tax data, or
ownership details.

10405909-b94c-4090-b980-433e00d21baf-0
00:16:20.330 --> 00:16:24.643
The final option is manual
identity proofing if the

10405909-b94c-4090-b980-433e00d21baf-1
00:16:24.643 --> 00:16:29.869
individual has not been able to
use either the first or second

10405909-b94c-4090-b980-433e00d21baf-2
00:16:29.869 --> 00:16:30.449
method.

a2c2c62b-ccd7-4226-8801-f568b720f73d-0
00:16:31.810 --> 00:16:36.164
So first through the process,
the customer will be presented

a2c2c62b-ccd7-4226-8801-f568b720f73d-1
00:16:36.164 --> 00:16:40.519
with this screen, which simply
asks, do you have an Illinois

a2c2c62b-ccd7-4226-8801-f568b720f73d-2
00:16:40.519 --> 00:16:42.589
driver's license or state ID?

2557d60c-824a-4c39-9eca-276a32b109e2-0
00:16:43.150 --> 00:16:47.542
If they answer yes, they'll be
taken to the Secretary of State

2557d60c-824a-4c39-9eca-276a32b109e2-1
00:16:47.542 --> 00:16:48.030
screen.

bd9c1698-de1b-454a-bd4a-818ab898c831-0
00:16:48.470 --> 00:16:52.272
If they answer no, they'll be
taken to the Experian Identity

bd9c1698-de1b-454a-bd4a-818ab898c831-1
00:16:52.272 --> 00:16:53.270
Proofing screen.

ab029130-3e95-4536-8067-1ac1cbe30531-0
00:16:55.030 --> 00:16:59.778
Here's what the Secretary of
State screen looks like, and the

ab029130-3e95-4536-8067-1ac1cbe30531-1
00:16:59.778 --> 00:17:04.680
most important thing about this
page is that information has to

ab029130-3e95-4536-8067-1ac1cbe30531-2
00:17:04.680 --> 00:17:08.050
be entered exactly as it appears
on the ID.

e3c6da4d-d8f5-416d-bc18-5206284419c8-0
00:17:08.610 --> 00:17:11.890
If you misspell your name.

cc27169f-3511-41de-9148-11e759ae26ca-0
00:17:12.090 --> 00:17:15.610
If you enter your weight
slightly different.

9a6d1e50-a3cc-409a-9c3a-301dffd1ad43-0
00:17:15.610 --> 00:17:19.380
If you enter your height
differently, there will not be a

9a6d1e50-a3cc-409a-9c3a-301dffd1ad43-1
00:17:19.380 --> 00:17:19.770
match.

e520b266-ab30-4273-b5fb-e955767cddd7-0
00:17:20.010 --> 00:17:24.052
So again, make sure that you
enter the information exactly as

e520b266-ab30-4273-b5fb-e955767cddd7-1
00:17:24.052 --> 00:17:24.770
it appears.

d00c1c57-2704-408d-a223-ce93c226507d-0
00:17:25.250 --> 00:17:28.530
Only enter the middle name if
it's on the ID.

f945c299-45fb-4a0b-8078-0144f288e527-0
00:17:29.870 --> 00:17:33.240
If you are able to be
successfully matched against the

f945c299-45fb-4a0b-8078-0144f288e527-1
00:17:33.240 --> 00:17:36.979
Secretary of State's system,
you'll get a pop up screen that

f945c299-45fb-4a0b-8078-0144f288e527-2
00:17:36.979 --> 00:17:40.779
says we've been able to identity
proof you and when you click

f945c299-45fb-4a0b-8078-0144f288e527-3
00:17:40.779 --> 00:17:44.150
continue you'll go to the Manage
My Case landing page.

ab727dbd-aac6-48b7-b652-1544e6f2b06e-0
00:17:44.790 --> 00:17:50.454
If you're unsuccessful or if you
don't have a state ID, you'll go

ab727dbd-aac6-48b7-b652-1544e6f2b06e-1
00:17:50.454 --> 00:17:53.630
to this Experian ID proofing
screen.

64444d98-b705-46a3-bbf7-07d8e64beb5e-0
00:17:54.910 --> 00:17:58.324
And as you can see in this
example, there are questions

64444d98-b705-46a3-bbf7-07d8e64beb5e-1
00:17:58.324 --> 00:18:01.800
that the customer would know
based on their information.

ab79322c-c82f-49c9-885d-6a7612e420b4-0
00:18:02.200 --> 00:18:07.006
Like streets you've previously
lived on County, you currently

ab79322c-c82f-49c9-885d-6a7612e420b4-1
00:18:07.006 --> 00:18:09.720
live in your mother's maiden
name.

fe117d82-60a0-4fe9-b433-9f9eb0130331-0
00:18:10.040 --> 00:18:12.880
Questions like that that the
customer should know.

b523ca48-04fe-466a-91d6-f0327107d669-0
00:18:14.780 --> 00:18:18.210
If the customer is able to be
identity proofed through the

b523ca48-04fe-466a-91d6-f0327107d669-1
00:18:18.210 --> 00:18:21.700
answers to the questions, they
will get that pop up screen.

8496648c-e499-40ff-94d4-acfe2aaa5452-0
00:18:22.020 --> 00:18:25.380
They'll click next and go to the
Manage My Case landing page.

c8a73782-1c2a-47d0-a8cf-930a4119d1df-0
00:18:25.740 --> 00:18:30.329
If they are not successful, they
will click the Next button and

c8a73782-1c2a-47d0-a8cf-930a4119d1df-1
00:18:30.329 --> 00:18:33.700
they'll see this additional
experience screen.

7e153e03-923c-4dcc-a2aa-4246bc9177b3-0
00:18:34.060 --> 00:18:38.060
This is a second chance to be
identity proofed with Experian.

f30fa307-45c1-42e7-a8fb-92ec94cd4679-0
00:18:38.580 --> 00:18:43.730
You'll call the help desk phone
number, give them the reference

f30fa307-45c1-42e7-a8fb-92ec94cd4679-1
00:18:43.730 --> 00:18:48.479
number that appears on the
screen and then Experian may be

f30fa307-45c1-42e7-a8fb-92ec94cd4679-2
00:18:48.479 --> 00:18:53.550
able to ask additional questions
that will prove the identity.

f8460e66-a07a-4c45-9fcc-0f63a18107ed-0
00:18:54.430 --> 00:18:58.485
If through this process you're
able to be identity proofed, the

f8460e66-a07a-4c45-9fcc-0f63a18107ed-1
00:18:58.485 --> 00:19:02.160
customer would click yes and
then they would get that box

f8460e66-a07a-4c45-9fcc-0f63a18107ed-2
00:19:02.160 --> 00:19:05.898
that would say we were able to
identity proof you and they

f8460e66-a07a-4c45-9fcc-0f63a18107ed-3
00:19:05.898 --> 00:19:08.749
would go to the manage my case
landing page.

011b0044-c6d1-4898-a960-cf43dad7d25b-0
00:19:09.330 --> 00:19:12.570
If they answer no, they'll be a
hard stop.

d5865b66-502c-40e1-96a5-5bdbbfa70730-0
00:19:13.410 --> 00:19:18.101
They won't be able to get any
further in Manage My Case until

d5865b66-502c-40e1-96a5-5bdbbfa70730-1
00:19:18.101 --> 00:19:22.490
they go through the manual
process if they wish to do so.

9160744f-db64-49fe-af05-51c384122825-0
00:19:23.090 --> 00:19:27.886
At this point, they'll also be a
link that will pop up for that

9160744f-db64-49fe-af05-51c384122825-1
00:19:27.886 --> 00:19:30.810
identity Proofing screen or I'm
sorry.

a33fcf90-c587-4258-9792-b1c594624e6e-0
00:19:30.930 --> 00:19:34.890
Yep, the Identity proofing form
that can be submitted.

2d58c7e7-078c-4d2a-8016-933c92f6f55c-0
00:19:36.310 --> 00:19:41.310
That form can also be found on
the DHS website.

3998d928-b344-4c03-bb55-eb9558259866-0
00:19:41.310 --> 00:19:45.634
You can just click in Identity
Proofing and you should be able

3998d928-b344-4c03-bb55-eb9558259866-1
00:19:45.634 --> 00:19:46.870
to find that page.

fc3ade02-7cf3-4f8d-8074-334d03784fbe-0
00:19:47.430 --> 00:19:52.673
We also do have the links in the
deck for those forms in English

fc3ade02-7cf3-4f8d-8074-334d03784fbe-1
00:19:52.673 --> 00:19:57.030
and in Spanish, and this is what
the form looks like.

70b54d43-3ca2-436f-8658-57d956ddf21d-0
00:19:58.190 --> 00:20:01.550
You would complete the form and
the customer would.

4637cc64-9db6-48d7-b185-b7536a71d3ef-0
00:20:03.670 --> 00:20:08.632
Include that along with several
types of proof and that would be

4637cc64-9db6-48d7-b185-b7536a71d3ef-1
00:20:08.632 --> 00:20:12.831
mailed to the Illinois
Department of Human Services at

4637cc64-9db6-48d7-b185-b7536a71d3ef-2
00:20:12.831 --> 00:20:17.488
the address listed here or it
could be returned to the local

4637cc64-9db6-48d7-b185-b7536a71d3ef-3
00:20:17.488 --> 00:20:17.869
FCRC.

9e33365d-9d21-4cbb-a850-3b6c62d70230-0
00:20:18.750 --> 00:20:22.832
We do ask that the customer give
6 to 8 weeks to hear back from

9e33365d-9d21-4cbb-a850-3b6c62d70230-1
00:20:22.832 --> 00:20:23.470
the state.

97f50c9f-9cef-44db-9a6e-ae816b6a5e65-0
00:20:24.310 --> 00:20:27.251
A lot of the times it's much
quicker than that, but we put

97f50c9f-9cef-44db-9a6e-ae816b6a5e65-1
00:20:27.251 --> 00:20:30.192
that in there so the customer
knows it may take as long as

97f50c9f-9cef-44db-9a6e-ae816b6a5e65-2
00:20:30.192 --> 00:20:31.190
that amount of time.

3d44da3d-73fa-42a2-8085-7de256832753-0
00:20:32.140 --> 00:20:38.260
If there's questions through
this process, once again, the

3d44da3d-73fa-42a2-8085-7de256832753-1
00:20:38.260 --> 00:20:44.277
customer can e-mail that
dhs.a.questions@illinois.gov and

3d44da3d-73fa-42a2-8085-7de256832753-2
00:20:44.277 --> 00:20:51.020
here's the type of proof that we
ask for one item from column B.

ae16bd7b-2373-41b6-9732-e29053cabf62-0
00:20:51.140 --> 00:20:55.811
And if the customer does not
have any of those items, then

ae16bd7b-2373-41b6-9732-e29053cabf62-1
00:20:55.811 --> 00:20:58.820
they can use two items from
column B.

a806ecd5-5cd0-446f-b8b3-dbd8b70fe2bb-0
00:20:59.140 --> 00:21:03.110
So again, if they do have
something from column A, that's

a806ecd5-5cd0-446f-b8b3-dbd8b70fe2bb-1
00:21:03.110 --> 00:21:06.260
all they need to include along
with the form.

1e2257a7-5561-46d9-8a0e-01abfb650851-0
00:21:08.180 --> 00:21:12.140
OK, so now the process has been
completed.

d8e94159-4ed9-4214-9473-143061946eb2-0
00:21:12.220 --> 00:21:17.185
They've been able to go through
account creation, linking, and

d8e94159-4ed9-4214-9473-143061946eb2-1
00:21:17.185 --> 00:21:20.180
then finally the ID proofing
process.

29506026-7a80-4b19-9638-e38335688d91-0
00:21:20.420 --> 00:21:25.292
So now we move on to the second
C First of all though, I do want

29506026-7a80-4b19-9638-e38335688d91-1
00:21:25.292 --> 00:21:29.790
to talk a little bit about the
structure of Manage My Case.

5efde531-4a73-469f-b599-a7ab27547fb7-0
00:21:30.270 --> 00:21:33.150
Manage My Case is divided into 4
tabs.

6fe6d00b-df7c-417d-904a-cfa57a18342a-0
00:21:33.390 --> 00:21:37.117
We have a Case Summary tab
that's the default or the

6fe6d00b-df7c-417d-904a-cfa57a18342a-1
00:21:37.117 --> 00:21:41.617
landing page that everybody will
land on once they log into the

6fe6d00b-df7c-417d-904a-cfa57a18342a-2
00:21:41.617 --> 00:21:42.110
system.

2e0d608f-926e-4880-a2a2-f3733d356fa0-0
00:21:42.590 --> 00:21:45.310
We also have a Benefits Details
tab.

9e43cc31-10e6-42a6-849b-7c245fdc1fee-0
00:21:46.150 --> 00:21:49.608
3rd we have a contact
information and 4th we have an

9e43cc31-10e6-42a6-849b-7c245fdc1fee-1
00:21:49.608 --> 00:21:51.110
Account management tab.

091ae9ca-8485-457a-85cd-4edd1a42e8ad-0
00:21:53.060 --> 00:21:56.836
I do want to mention that
Account Linking and Identity

091ae9ca-8485-457a-85cd-4edd1a42e8ad-1
00:21:56.836 --> 00:22:01.368
Proofing are completed only once
and after that you'll just click

091ae9ca-8485-457a-85cd-4edd1a42e8ad-2
00:22:01.368 --> 00:22:05.282
on that Manage my Case button
and enter that user ID and

091ae9ca-8485-457a-85cd-4edd1a42e8ad-3
00:22:05.282 --> 00:22:05.900
password.

42351341-b43e-4e1a-9f4b-f8ebacb8153e-0
00:22:06.580 --> 00:22:10.644
After the customer successfully
logs in they will get to that

42351341-b43e-4e1a-9f4b-f8ebacb8153e-1
00:22:10.644 --> 00:22:13.660
landing page and here's what
that looks like.

9b564ca0-d29b-4a11-a32b-4ab43265cc6a-0
00:22:14.220 --> 00:22:19.162
You can see along the top we
have those four different tabs

9b564ca0-d29b-4a11-a32b-4ab43265cc6a-1
00:22:19.162 --> 00:22:23.775
and this Case Summary tab has a
lot of really important

9b564ca0-d29b-4a11-a32b-4ab43265cc6a-2
00:22:23.775 --> 00:22:29.048
information and actually you can
mostly just navigate from this

9b564ca0-d29b-4a11-a32b-4ab43265cc6a-3
00:22:29.048 --> 00:22:29.460
page.

1aabfa21-88d3-4226-aeea-0226472f67b5-0
00:22:29.460 --> 00:22:33.310
You can see at the very top
there we've got the Renew My

1aabfa21-88d3-4226-aeea-0226472f67b5-1
00:22:33.310 --> 00:22:37.229
Benefits button, a Report My
Changes button and Apply for

1aabfa21-88d3-4226-aeea-0226472f67b5-2
00:22:37.229 --> 00:22:41.485
Other Benefits which allows the
customer to apply for benefits

1aabfa21-88d3-4226-aeea-0226472f67b5-3
00:22:41.485 --> 00:22:43.580
that they may not already have.

803613af-6610-4680-b775-1f98080eb52b-0
00:22:43.580 --> 00:22:47.700
If they've got medical, they may
also want to apply for Snap.

6d481897-2153-473f-b6d3-82bf2b7927c3-0
00:22:48.100 --> 00:22:52.833
If they've had recently had
children, they may want to add

6d481897-2153-473f-b6d3-82bf2b7927c3-1
00:22:52.833 --> 00:22:57.806
those children to their case, so
report changes that renew My

6d481897-2153-473f-b6d3-82bf2b7927c3-2
00:22:57.806 --> 00:22:59.010
Benefit button.

281707bc-6192-4c49-8d41-3b38c260a493-0
00:22:59.050 --> 00:23:02.490
Very Important does not always
display though.

4786f008-8667-4906-90ea-29271ff2126c-0
00:23:03.170 --> 00:23:09.538
It will only display 60 days
before the end of the current

4786f008-8667-4906-90ea-29271ff2126c-1
00:23:09.538 --> 00:23:11.050
certification.

5c53365b-8cba-4d2d-921e-ae440e5a5991-0
00:23:11.410 --> 00:23:14.930
Which will be around 30 days
before their due date.

11ce000f-39d4-492d-986d-845a37bd4381-0
00:23:16.540 --> 00:23:21.864
That button will continue to
display until we receive the

11ce000f-39d4-492d-986d-845a37bd4381-1
00:23:21.864 --> 00:23:27.740
renewal paperwork or until the
end of the 90 day reinstatement.

9fc44324-ca51-49fb-8a0d-a0e15ffc371f-0
00:23:28.780 --> 00:23:34.729
And of course you may know that
we have extended, we've added as

9fc44324-ca51-49fb-8a0d-a0e15ffc371f-1
00:23:34.729 --> 00:23:40.495
part of Illinois flexibilities,
we've added a 30 day extension

9fc44324-ca51-49fb-8a0d-a0e15ffc371f-2
00:23:40.495 --> 00:23:44.340
for receipt of redetermination
paperwork.

095f73f8-812f-4f78-b63d-18269bb0d6c1-0
00:23:46.850 --> 00:23:51.042
Going further down on that case
summary tab there is the button

095f73f8-812f-4f78-b63d-18269bb0d6c1-1
00:23:51.042 --> 00:23:54.906
to upload documents and here
that here's that view notices

095f73f8-812f-4f78-b63d-18269bb0d6c1-2
00:23:54.906 --> 00:23:57.330
button again that can be clicked
on.

662b5882-f3d3-4982-ae1b-41fa0e3f3114-0
00:23:57.330 --> 00:24:03.103
You can see notices for the last
12 months and then you can also

662b5882-f3d3-4982-ae1b-41fa0e3f3114-1
00:24:03.103 --> 00:24:08.787
check the status In this bottom
box, it will display the status

662b5882-f3d3-4982-ae1b-41fa0e3f3114-2
00:24:08.787 --> 00:24:13.939
of applications, reported
changes or a redetermination in

662b5882-f3d3-4982-ae1b-41fa0e3f3114-3
00:24:13.939 --> 00:24:16.160
this details actions box.

4dc5ccce-d60e-4536-9876-264abb0e40c9-0
00:24:16.160 --> 00:24:20.736
On the end, it will say whether
or not the customer needs to do

4dc5ccce-d60e-4536-9876-264abb0e40c9-1
00:24:20.736 --> 00:24:24.240
anything, whether or not follow
up is asked for.

c4e70fc0-a1c6-4e5d-8eca-19b4999c3dc0-0
00:24:27.600 --> 00:24:29.120
I'm going to continue to go.

1268dfd5-b8be-4274-ad1c-5edfb38c57ab-0
00:24:29.120 --> 00:24:33.420
I do see that somebody raised a
hand, but I want to make sure

1268dfd5-b8be-4274-ad1c-5edfb38c57ab-1
00:24:33.420 --> 00:24:36.680
that we have time for the entire
presentation.

5a89b5af-34f7-4139-bfb5-38fe6e3fe12d-0
00:24:36.680 --> 00:24:40.130
If we do have initial additional
time at the end, we'll

5a89b5af-34f7-4139-bfb5-38fe6e3fe12d-1
00:24:40.130 --> 00:24:42.040
definitely take questions then.

0f443381-a71c-4e2a-8795-60a385d27834-0
00:24:42.790 --> 00:24:44.590
Otherwise we will.

31fd52fc-0623-4446-bea1-69c4d0e283d8-0
00:24:44.790 --> 00:24:48.732
You can put them in the chat and
we'll make sure that they are

31fd52fc-0623-4446-bea1-69c4d0e283d8-1
00:24:48.732 --> 00:24:52.236
answered either by staff
answering questions or when we

31fd52fc-0623-4446-bea1-69c4d0e283d8-2
00:24:52.236 --> 00:24:53.550
upload the documents.

8fcaddc1-9970-4ed7-8b2e-d55edc684b38-0
00:24:54.590 --> 00:24:55.070
OK.

9757184e-1109-41ff-bd1f-ccd61e7adadb-0
00:24:55.070 --> 00:25:00.000
From the benefit details tab,
you'll see on the left side it

9757184e-1109-41ff-bd1f-ccd61e7adadb-1
00:25:00.000 --> 00:25:04.850
will list the benefits that the
customer has under Summary,

9757184e-1109-41ff-bd1f-ccd61e7adadb-2
00:25:04.850 --> 00:25:06.790
there's writing in blue.

32e019b2-4f49-4b11-a0e6-2fb6b6a03a5e-0
00:25:06.790 --> 00:25:11.338
If you click on that it will
give you this pop up box that

32e019b2-4f49-4b11-a0e6-2fb6b6a03a5e-1
00:25:11.338 --> 00:25:15.810
gives additional information
about that specific benefit.

1b3e947e-0e2e-42b5-8b76-f4668eae2b2f-0
00:25:16.130 --> 00:25:19.130
So here we've clicked on the
healthcare coverage.

e0aeaeb3-646f-4a39-bf45-9f2f60941a58-0
00:25:19.810 --> 00:25:24.656
And what's very, very important
right here is this is where it

e0aeaeb3-646f-4a39-bf45-9f2f60941a58-1
00:25:24.656 --> 00:25:29.503
gives the redetermination date,
so that all important date, so

e0aeaeb3-646f-4a39-bf45-9f2f60941a58-2
00:25:29.503 --> 00:25:34.120
that we make sure that customers
don't have lapses in their

e0aeaeb3-646f-4a39-bf45-9f2f60941a58-3
00:25:34.120 --> 00:25:38.890
medical coverage, don't miss
their redetermination paperwork.

95bdb039-3ce0-4bd8-9ca3-3da67ea3a41a-0
00:25:39.050 --> 00:25:43.450
This tells us when that
redetermination will be due.

58e9bd4b-861a-4440-9367-8e4a627a25aa-0
00:25:44.490 --> 00:25:47.810
It also has some other great
information.

dfbb3356-b6de-48cb-be27-7c22b06fa6a8-0
00:25:47.810 --> 00:25:51.629
They can print an additional
medical card if they've lost

dfbb3356-b6de-48cb-be27-7c22b06fa6a8-1
00:25:51.629 --> 00:25:52.090
theirs.

f12bfe5b-78f9-4e5c-a922-3a3f76688870-0
00:25:52.410 --> 00:25:58.530
They'll also see MCO information
and it'll also have contact

f12bfe5b-78f9-4e5c-a922-3a3f76688870-1
00:25:58.530 --> 00:26:04.250
information for the MCO moving
on to the final C change.

162ac22d-a183-47fc-9315-c959bdf27305-0
00:26:07.100 --> 00:26:10.748
Remember, we on the landing
page, we did see that Report My

162ac22d-a183-47fc-9315-c959bdf27305-1
00:26:10.748 --> 00:26:11.660
Changes button.

a77b7b4c-2f06-462f-853e-1b4cd3ae0aa5-0
00:26:13.380 --> 00:26:16.761
If the customer clicks on that
Report My Changes button, they

a77b7b4c-2f06-462f-853e-1b4cd3ae0aa5-1
00:26:16.761 --> 00:26:18.180
would arrive on this page.

4bff0949-9087-40fc-8d76-6f6576951688-0
00:26:18.740 --> 00:26:23.060
There's a lot of different
things that can be reported on.

85fc3c07-6ae6-4397-be32-736994cfe2ef-0
00:26:23.300 --> 00:26:28.063
I have highlighted here because
it's very important right now is

85fc3c07-6ae6-4397-be32-736994cfe2ef-1
00:26:28.063 --> 00:26:32.313
changing contact information
because of course we want to

85fc3c07-6ae6-4397-be32-736994cfe2ef-2
00:26:32.313 --> 00:26:36.050
make sure that we have the
correct address for the

85fc3c07-6ae6-4397-be32-736994cfe2ef-3
00:26:36.050 --> 00:26:36.710
customer.

b48dcc71-7888-4cb7-9534-2ac4a8c8099a-0
00:26:36.910 --> 00:26:40.721
So when they do receive the
redetermination paperwork, it

b48dcc71-7888-4cb7-9534-2ac4a8c8099a-1
00:26:40.721 --> 00:26:42.430
goes to the right address.

be271ed4-2993-439b-8425-d1907f2b56e8-0
00:26:42.630 --> 00:26:48.008
And then also I wanted to point
out here the customer can add or

be271ed4-2993-439b-8425-d1907f2b56e8-1
00:26:48.008 --> 00:26:51.070
cancel that approved
representative.

af82bb76-eaac-4cda-b9e7-c2a57bfbe98f-0
00:26:51.390 --> 00:26:56.221
I know sometimes when customers
are in the hospital and they

af82bb76-eaac-4cda-b9e7-c2a57bfbe98f-1
00:26:56.221 --> 00:26:59.390
don't have medical coverage,
people do.

afb3307f-9de7-4ff4-b331-0211cad44fd1-0
00:26:59.390 --> 00:27:04.071
Some sometimes come by and they
assist them with applications

afb3307f-9de7-4ff4-b331-0211cad44fd1-1
00:27:04.071 --> 00:27:08.903
and they will have them sign an
approved representative form so

afb3307f-9de7-4ff4-b331-0211cad44fd1-2
00:27:08.903 --> 00:27:12.149
that they can submit additional
paperwork.

3a7786a5-ff30-4cd3-b69f-ce3ad895eb23-0
00:27:12.710 --> 00:27:17.062
So here's the place where a
customer can choose to cancel

3a7786a5-ff30-4cd3-b69f-ce3ad895eb23-1
00:27:17.062 --> 00:27:21.489
that approved representative and
you can see the different

3a7786a5-ff30-4cd3-b69f-ce3ad895eb23-2
00:27:21.489 --> 00:27:26.141
categories, changes in household
income, expenses, resources,

3a7786a5-ff30-4cd3-b69f-ce3ad895eb23-3
00:27:26.141 --> 00:27:31.019
third party health insurance and
then there's that all important

3a7786a5-ff30-4cd3-b69f-ce3ad895eb23-4
00:27:31.019 --> 00:27:32.070
other changes.

0c37891e-e065-4719-a626-e83ba5179773-0
00:27:32.310 --> 00:27:37.710
So anything that doesn't fall
into one of the other categories

0c37891e-e065-4719-a626-e83ba5179773-1
00:27:37.710 --> 00:27:39.510
can be included here.

612e0b12-6ac6-4db7-a3b2-108ffc474b3a-0
00:27:40.630 --> 00:27:44.506
If you do click on that other
button, there'll be a drop down

612e0b12-6ac6-4db7-a3b2-108ffc474b3a-1
00:27:44.506 --> 00:27:48.132
box that will allow you to
choose what type of change you

612e0b12-6ac6-4db7-a3b2-108ffc474b3a-2
00:27:48.132 --> 00:27:49.070
want to report.

0aec4a67-8ea0-4232-a8ea-b5f56b6aba08-0
00:27:52.950 --> 00:27:59.140
Now on to the Renew My Benefits
Report any changes through the

0aec4a67-8ea0-4232-a8ea-b5f56b6aba08-1
00:27:59.140 --> 00:28:01.990
process of renewing benefits.

49078343-5169-44fa-ac45-d00aab0c2fc5-0
00:28:02.190 --> 00:28:06.950
If that Renew My Benefits button
appears, you will be.

b02efd79-aa5a-4f18-8355-0319dd7320ae-0
00:28:07.710 --> 00:28:11.644
After you click on that button,
you'll be taken first to this

b02efd79-aa5a-4f18-8355-0319dd7320ae-1
00:28:11.644 --> 00:28:12.470
overview box.

0773421d-a645-4ff7-a8bd-d216d0fd3a40-0
00:28:12.470 --> 00:28:18.914
And that's just a small box that
says which type of benefit is up

0773421d-a645-4ff7-a8bd-d216d0fd3a40-1
00:28:18.914 --> 00:28:22.430
for renewal and it says a due
date.

06ca48e6-bf5a-4994-9718-846979743817-0
00:28:22.740 --> 00:28:26.177
Again, very important to make
sure the customer is aware of

06ca48e6-bf5a-4994-9718-846979743817-1
00:28:26.177 --> 00:28:26.980
that due date.

7692c69a-6c28-40fd-8fb6-13bf71abfea9-0
00:28:27.700 --> 00:28:33.072
Once the customer clicks next,
there'll be a more detailed

7692c69a-6c28-40fd-8fb6-13bf71abfea9-1
00:28:33.072 --> 00:28:34.620
information page.

737ce6f6-3c5d-4a80-9861-7c025f67a529-0
00:28:34.940 --> 00:28:39.167
This will tell them what
information will be needed for

737ce6f6-3c5d-4a80-9861-7c025f67a529-1
00:28:39.167 --> 00:28:43.772
the renewal process so that they
make sure they have all the

737ce6f6-3c5d-4a80-9861-7c025f67a529-2
00:28:43.772 --> 00:28:48.074
paperwork they need on hand and
ready to use in order to

737ce6f6-3c5d-4a80-9861-7c025f67a529-3
00:28:48.074 --> 00:28:49.660
complete the renewal.

db4ae97b-e576-44a4-a048-f2af7f015d0c-0
00:28:52.060 --> 00:28:56.500
And here's just a final steps
page about that renewal.

8ca58d46-dc72-483d-9467-6a282be6dc72-0
00:28:56.780 --> 00:29:00.977
The customer can print the
entire renewal and that will

8ca58d46-dc72-483d-9467-6a282be6dc72-1
00:29:00.977 --> 00:29:04.500
have the time and date it was
submitted on it.

e96fbc42-9267-4a9a-a164-598b14837ab2-0
00:29:04.860 --> 00:29:06.380
So that will be their proof.

1d72d8ca-3e14-4db9-b2ae-33cc45dd5873-0
00:29:06.380 --> 00:29:08.885
And I know a lot of times
customers are really nervous

1d72d8ca-3e14-4db9-b2ae-33cc45dd5873-1
00:29:08.885 --> 00:29:09.660
about doing this.

a5544c4d-2f18-4507-bcb0-c678b28ef0a3-0
00:29:09.900 --> 00:29:14.244
So that should provide some
comfort to them that they've got

a5544c4d-2f18-4507-bcb0-c678b28ef0a3-1
00:29:14.244 --> 00:29:18.660
that right in front of them with
the date and time submitted.

a33f17c1-5c13-40f3-9815-ea36099df8a9-0
00:29:19.140 --> 00:29:24.417
It's also very important,
however, to upload supporting

a33f17c1-5c13-40f3-9815-ea36099df8a9-1
00:29:24.417 --> 00:29:30.448
documents, often for renewal if
there's been a income change or

a33f17c1-5c13-40f3-9815-ea36099df8a9-2
00:29:30.448 --> 00:29:35.348
income that we cannot verify
through our electronic

a33f17c1-5c13-40f3-9815-ea36099df8a9-3
00:29:35.348 --> 00:29:38.930
interfaces with other state
agencies.

e4fd89e2-14e9-48e1-8ffa-0833bc467df5-0
00:29:39.930 --> 00:29:46.828
The proof of income is the most
important thing to update or or

e4fd89e2-14e9-48e1-8ffa-0833bc467df5-1
00:29:46.828 --> 00:29:50.170
to upload through this process.

c3898a25-e388-432d-b5d0-0891f5e874b1-0
00:29:51.490 --> 00:29:55.628
If we do need to send out a
letter saying we need this

c3898a25-e388-432d-b5d0-0891f5e874b1-1
00:29:55.628 --> 00:29:57.810
information, the turn around.

9a581205-f1ad-4f16-9ff9-dd0f20ebca03-0
00:29:57.810 --> 00:29:59.370
Is much quicker on that.

90df06f5-616e-48b3-8656-044d0aeb8a4a-0
00:29:59.370 --> 00:30:03.290
I believe it's 10 days from when
the customer receives that.

ba96c02b-fdb0-4659-8d6d-c0edaf03d2fc-0
00:30:03.290 --> 00:30:05.850
So that's a fairly short turn
around process.

cceb80d3-1540-4cc3-a47a-d4b6c0bdf18e-0
00:30:06.250 --> 00:30:10.262
So it's better to just upload
those documents right off the

cceb80d3-1540-4cc3-a47a-d4b6c0bdf18e-1
00:30:10.262 --> 00:30:10.530
bat.

06acc464-9756-4a31-804e-b1d97f0adc7e-0
00:30:10.530 --> 00:30:15.682
Then we don't have to worry
about missing that deadline for

06acc464-9756-4a31-804e-b1d97f0adc7e-1
00:30:15.682 --> 00:30:19.890
turning them in after the VCL
has been sent out.

0f46438d-93b2-4f13-af1a-ed4f1c059861-0
00:30:22.840 --> 00:30:27.000
And just a quick review of how
to upload documents we saw on

0f46438d-93b2-4f13-af1a-ed4f1c059861-1
00:30:27.000 --> 00:30:28.160
the landing page.

9e5a8d04-8a88-41a2-a199-2136e272d353-0
00:30:29.000 --> 00:30:31.160
Remember that landing page is so
important.

bebcc4b2-7bcf-4318-a469-4f473581ac61-0
00:30:31.160 --> 00:30:35.200
The Case Summary tab does have
that Upload Documents button.

e8f83856-e8b5-493d-9678-a2799da95e20-0
00:30:35.720 --> 00:30:37.560
The customer would click on
that.

2b85c0c2-c019-4147-98ef-ceb922e9d860-0
00:30:37.880 --> 00:30:41.600
This upload documents page would
come up first.

79752944-81d1-49ee-9d77-942fe38337ef-0
00:30:41.600 --> 00:30:47.017
They would need to, in the drop
down box, choose what household

79752944-81d1-49ee-9d77-942fe38337ef-1
00:30:47.017 --> 00:30:50.150
member they are uploading proof
for.

eb48e118-0e90-4743-bb64-c5e2bf282c89-0
00:30:50.990 --> 00:30:55.166
Next they would choose the type
of proof and then finally the

eb48e118-0e90-4743-bb64-c5e2bf282c89-1
00:30:55.166 --> 00:30:56.110
document type.

09cbf391-15e3-470a-9544-dd7e697b6eca-0
00:30:56.510 --> 00:31:01.122
They also have the option to
enter comments that they want

09cbf391-15e3-470a-9544-dd7e697b6eca-1
00:31:01.122 --> 00:31:03.390
the caseworker to know about.

69fa7808-2bba-4875-b07e-e16d8e7dc07d-0
00:31:04.150 --> 00:31:07.110
That may not be apparent in the
documents.

be6e1f2b-96a5-4b27-a536-452c8c6959a7-0
00:31:08.590 --> 00:31:10.790
Next they would browse their
computer.

20810567-184d-453a-868e-a7a06e50c55e-0
00:31:10.790 --> 00:31:14.178
So of course they should have
those documents uploaded to the

20810567-184d-453a-868e-a7a06e50c55e-1
00:31:14.178 --> 00:31:14.670
computer.

199600a6-7cf7-412e-91dd-8d26aa10b99f-0
00:31:15.110 --> 00:31:19.550
Or if you as an assistor is
helping them, you should upload

199600a6-7cf7-412e-91dd-8d26aa10b99f-1
00:31:19.550 --> 00:31:23.990
those documents first before you
begin the renewal process.

8aac1032-2b05-43b4-823f-dac27d5da4f9-0
00:31:25.070 --> 00:31:29.764
And it does outline the
different types of documents you

8aac1032-2b05-43b4-823f-dac27d5da4f9-1
00:31:29.764 --> 00:31:30.670
can upload.

dba12987-dd78-4415-9e01-2ee0af50916f-0
00:31:31.390 --> 00:31:37.390
They are the the common types
JPEG, GIF, PDF.

e0e64ef9-9073-43c9-9575-ec2b99f1e1ee-0
00:31:37.990 --> 00:31:41.932
Once you've found it through the
browse button, you'll click that

e0e64ef9-9073-43c9-9575-ec2b99f1e1ee-1
00:31:41.932 --> 00:31:42.590
add button.

d03e0eb0-2615-414e-8c9b-3020fed81569-0
00:31:43.910 --> 00:31:47.990
You can add up to 10 documents
in a single upload.

77088ba1-c90d-4b79-9809-9ce8d9483a03-0
00:31:48.630 --> 00:31:52.844
That's generally enough for most
people, but should you need to

77088ba1-c90d-4b79-9809-9ce8d9483a03-1
00:31:52.844 --> 00:31:56.862
upload more than 10 documents,
you would submit those 10 and

77088ba1-c90d-4b79-9809-9ce8d9483a03-2
00:31:56.862 --> 00:32:00.813
then you would click that upload
button again and begin the

77088ba1-c90d-4b79-9809-9ce8d9483a03-3
00:32:00.813 --> 00:32:01.670
process over.

a5a74482-9fe4-4b63-96e0-a4f8b4d484bb-0
00:32:02.230 --> 00:32:07.295
And then finally, in step three,
you can view or delete any of

a5a74482-9fe4-4b63-96e0-a4f8b4d484bb-1
00:32:07.295 --> 00:32:10.190
the documents that you've
uploaded.

747a9e89-900c-47b5-aa40-ba2840e7684f-0
00:32:10.990 --> 00:32:15.366
Say that you've chosen the wrong
person's information or you've

747a9e89-900c-47b5-aa40-ba2840e7684f-1
00:32:15.366 --> 00:32:17.350
chosen an incorrect document.

98f9ddce-f961-4794-8c16-d268ee3d301e-0
00:32:17.630 --> 00:32:20.990
This is your opportunity to
delete that document.

2682ad8b-5c90-44da-9cce-01a55eefa651-0
00:32:21.310 --> 00:32:24.921
And then finally, at the very
bottom bottom is that submit

2682ad8b-5c90-44da-9cce-01a55eefa651-1
00:32:24.921 --> 00:32:25.350
button.

9b37d033-9856-4de3-b314-a08dcbe9dc3f-0
00:32:27.110 --> 00:32:30.686
If you don't hit the submit
button, those documents will not

9b37d033-9856-4de3-b314-a08dcbe9dc3f-1
00:32:30.686 --> 00:32:31.390
go anywhere.

8f364a28-5a7b-42d6-aa3e-adb318511e60-0
00:32:33.390 --> 00:32:38.491
We do also list here a fax
number that documents can be

8f364a28-5a7b-42d6-aa3e-adb318511e60-1
00:32:38.491 --> 00:32:40.040
faxed to as well.

c70f7e89-ee4f-40b9-8872-a27c9fd0b642-0
00:32:42.280 --> 00:32:47.040
And here is a look at the
Midpoint report for SNAP cases.

982a0241-7ccb-4f1b-8245-70802163ee09-0
00:32:47.440 --> 00:32:52.169
This is a button that would also
show on that front page when

982a0241-7ccb-4f1b-8245-70802163ee09-1
00:32:52.169 --> 00:32:54.840
it's time for the midpoint
report.

cb2e3476-a44f-4dba-87d7-28a3dc275046-0
00:32:55.800 --> 00:32:57.520
Just an easy process.

db773706-b4fa-45c6-a8d7-c47dcdbfda77-0
00:32:57.640 --> 00:32:58.880
Yes and no answers.

28659c13-455a-4041-a152-45e4d37b4b41-0
00:32:58.880 --> 00:33:00.560
They'd click the next button.

153261b7-e0e7-41a4-9fd6-db1eb916e0cc-0
00:33:01.420 --> 00:33:04.915
The customer will have to click
on an attestation saying the

153261b7-e0e7-41a4-9fd6-db1eb916e0cc-1
00:33:04.915 --> 00:33:07.780
information they've provided is
true and correct.

00dc5fe7-4e27-4e1f-970e-c2aa7f2ab462-0
00:33:09.460 --> 00:33:12.900
They would need to sign the
midpoint report.

69fb44ec-070f-4ced-bfb7-12b46de7a50c-0
00:33:12.900 --> 00:33:15.860
And then finally they would
click the submit button.

1d58063e-f1f8-41a9-9c91-310ff80673dd-0
00:33:17.940 --> 00:33:21.340
And now we're moving on to the
last tabs.

813a3a94-e8f2-49c2-85dc-8eeb69937bc5-0
00:33:21.340 --> 00:33:25.706
And I am going to turn it over
to Melishia Bansa, my colleague

813a3a94-e8f2-49c2-85dc-8eeb69937bc5-1
00:33:25.706 --> 00:33:28.340
here at HFS to go over these
buttons.

765a2790-54ea-48ac-b29b-a72385e1ddc0-0
00:33:30.850 --> 00:33:31.250
That's it.

89e1c4f0-4d20-4185-9bff-0e123b511171-0
00:33:31.250 --> 00:33:34.476
And we're going to go over some
important last tabs and manage

89e1c4f0-4d20-4185-9bff-0e123b511171-1
00:33:34.476 --> 00:33:35.450
my case next slide.

47e9ed33-f6fd-4bcc-be9f-c86314eea812-0
00:33:37.530 --> 00:33:41.489
Customers are encouraged to
utilize the contact information

47e9ed33-f6fd-4bcc-be9f-c86314eea812-1
00:33:41.489 --> 00:33:45.250
tab to update and review their
customer information when

47e9ed33-f6fd-4bcc-be9f-c86314eea812-2
00:33:45.250 --> 00:33:46.570
reviewing customers.

febd36fd-5d2d-4e76-89a0-7a2933e10753-0
00:33:46.850 --> 00:33:50.871
When reviewing, customers are
reminded to review their address

febd36fd-5d2d-4e76-89a0-7a2933e10753-1
00:33:50.871 --> 00:33:54.828
information and report any types
of changes Under the Contact

febd36fd-5d2d-4e76-89a0-7a2933e10753-2
00:33:54.828 --> 00:33:55.850
Information tab.

cb2cc590-5796-426b-aea1-aa082f60ac39-0
00:33:56.170 --> 00:34:01.163
Customers can also view their
DHS or HFS local office contact

cb2cc590-5796-426b-aea1-aa082f60ac39-1
00:34:01.163 --> 00:34:02.130
information.

d6e38cfa-f160-47ed-8d0c-15c0f687eef3-0
00:34:02.770 --> 00:34:06.596
Here, customers can see an
e-mail link where they can

d6e38cfa-f160-47ed-8d0c-15c0f687eef3-1
00:34:06.596 --> 00:34:11.203
submit questions through the MMC
and these questions will appear

d6e38cfa-f160-47ed-8d0c-15c0f687eef3-2
00:34:11.203 --> 00:34:15.809
in a case worker's e-mail queue
in IES right below that section.

724c28e2-d1ba-4125-b98a-bb7ae7e30452-0
00:34:16.210 --> 00:34:20.477
Also in the Contact Information
tab, a customer can find their

724c28e2-d1ba-4125-b98a-bb7ae7e30452-1
00:34:20.477 --> 00:34:24.000
customer case number and
individual number as well.

05267b12-8eca-4deb-b9bd-bc3f75420fab-0
00:34:24.520 --> 00:34:29.036
Next slide please Customers are
encouraged Are encouraged to

05267b12-8eca-4deb-b9bd-bc3f75420fab-1
00:34:29.036 --> 00:34:33.479
utilize the Account Management
tab to change their password

05267b12-8eca-4deb-b9bd-bc3f75420fab-2
00:34:33.479 --> 00:34:37.773
following the step by step
directions and or manage their

05267b12-8eca-4deb-b9bd-bc3f75420fab-3
00:34:37.773 --> 00:34:41.920
communication preferences by
clicking on the hyperlink.

4128a0cc-0c4e-4517-bdec-f018a863c9ae-0
00:34:42.760 --> 00:34:46.931
It is important to know that
currently only the primary

4128a0cc-0c4e-4517-bdec-f018a863c9ae-1
00:34:46.931 --> 00:34:50.880
account holder can access the
Manage My Case portal.

9c4519bb-ac90-463b-bbd8-ff29b0652654-0
00:34:51.670 --> 00:34:55.769
The functionality that would
allow other household members or

9c4519bb-ac90-463b-bbd8-ff29b0652654-1
00:34:55.769 --> 00:34:59.869
third party account holders to
access case information is not

9c4519bb-ac90-463b-bbd8-ff29b0652654-2
00:34:59.869 --> 00:35:01.389
available at this time.

14015226-1c01-428f-b855-9e32492f0c5f-0
00:35:01.990 --> 00:35:06.269
Next slide after clicking on the
hyperlink to manage your

14015226-1c01-428f-b855-9e32492f0c5f-1
00:35:06.269 --> 00:35:10.992
communication preferences, the
customer can choose the way they

14015226-1c01-428f-b855-9e32492f0c5f-2
00:35:10.992 --> 00:35:13.870
would like notices to be sent to
them.

a6c440f3-c48a-4588-80c0-8f47e4435941-0
00:35:14.470 --> 00:35:16.990
Be sure to save your
preferences.

808d610f-8500-47ff-934f-403dfb149299-0
00:35:17.720 --> 00:35:22.580
Customers also have the ability
to opt to receive electronic

808d610f-8500-47ff-934f-403dfb149299-1
00:35:22.580 --> 00:35:27.122
alerts when new notices are
available to view in the MNC

808d610f-8500-47ff-934f-403dfb149299-2
00:35:27.122 --> 00:35:27.680
portal.

7e10bc0a-6cfb-434c-8ec3-880765e8e2c1-0
00:35:28.120 --> 00:35:32.170
They can also choose not to
receive notices in the mail and

7e10bc0a-6cfb-434c-8ec3-880765e8e2c1-1
00:35:32.170 --> 00:35:33.520
just rely on manage.

137b85f2-a70a-43ea-bbd3-5cc2126f5887-0
00:35:33.520 --> 00:35:37.797
My case, there is a small
catalog of preferences to choose

137b85f2-a70a-43ea-bbd3-5cc2126f5887-1
00:35:37.797 --> 00:35:38.160
from.

94ebc767-8301-4be6-b1fc-4f071a57ad5f-0
00:35:38.560 --> 00:35:43.327
Perhaps the customer prefers the
paper and electronic method, or

94ebc767-8301-4be6-b1fc-4f071a57ad5f-1
00:35:43.327 --> 00:35:47.142
maybe electronic only, Or
perhaps they want to take

94ebc767-8301-4be6-b1fc-4f071a57ad5f-2
00:35:47.142 --> 00:35:50.882
advantage of an extra
sophisticated method such as

94ebc767-8301-4be6-b1fc-4f071a57ad5f-3
00:35:50.882 --> 00:35:52.570
e-mail and text alerts.

b234f01b-1289-4db7-8210-a80a70c562ba-0
00:35:52.850 --> 00:35:57.243
Whichever method is selected, we
have them available to you for

b234f01b-1289-4db7-8210-a80a70c562ba-1
00:35:57.243 --> 00:35:58.410
your convenience.

00d83485-f919-458d-8166-264f3d7eaa2b-0
00:35:59.130 --> 00:36:03.282
If an alert, e-mail or text
bounces back, the state will

00d83485-f919-458d-8166-264f3d7eaa2b-1
00:36:03.282 --> 00:36:08.091
restart sending paper notices to
the last address we have on file

00d83485-f919-458d-8166-264f3d7eaa2b-2
00:36:08.091 --> 00:36:09.329
for the customer.

98a030f7-265e-4304-b25b-09a6bd75e40d-0
00:36:09.790 --> 00:36:14.101
It is important that customers
alert us to any changes in

98a030f7-265e-4304-b25b-09a6bd75e40d-1
00:36:14.101 --> 00:36:17.670
e-mail or phone number so that
we can be aware.

d029e14a-d056-432e-85b6-f0893a46b75c-0
00:36:18.310 --> 00:36:22.630
Next slide please Now you heard
my colleague Margaret.

4dcb236a-02a7-49e7-8e68-73a141c9296d-0
00:36:22.630 --> 00:36:27.270
Start this session training off
by going over some of the top

4dcb236a-02a7-49e7-8e68-73a141c9296d-1
00:36:27.270 --> 00:36:29.590
reasons customers request help.

e23927ea-c1ca-4292-a29f-7d0be0d068d5-0
00:36:29.990 --> 00:36:35.510
Now we are going to test your
knowledge so use your prompts.

09d67178-7a68-424f-aa0a-cd066f32291e-0
00:36:35.510 --> 00:36:39.869
You can use the chat and don't
be too shy, just use it as

09d67178-7a68-424f-aa0a-cd066f32291e-1
00:36:39.869 --> 00:36:42.500
practice to help empower
yourself.

91fc0ed5-5886-4840-b80c-303b1ae31219-0
00:36:42.860 --> 00:36:47.740
What do you do if a customer
account is locked?

942e18c4-11c2-4757-94c5-90a835c6bf95-0
00:36:48.060 --> 00:36:49.780
I'll give you a second to think
about.

f1eb95c1-f09c-4d6f-90be-213bc4ca2424-0
00:36:49.780 --> 00:36:53.700
Your answer looks like it's
already on the screen.

6d7af2ea-aec6-44e4-b537-de990bf0edb7-0
00:36:54.380 --> 00:37:00.566
Lockouts last only for an hour
and customers should retry after

6d7af2ea-aec6-44e4-b537-de990bf0edb7-1
00:37:00.566 --> 00:37:01.340
an hour.

8daba138-8dc7-4db4-b8bf-558a7249102d-0
00:37:01.340 --> 00:37:04.380
So if you got that right, give
yourself a pat on the back.

8d02a896-dc9a-41e1-ab6d-727778a7d8e5-0
00:37:04.940 --> 00:37:09.303
The next question what should a
customer do if they are having

8d02a896-dc9a-41e1-ab6d-727778a7d8e5-1
00:37:09.303 --> 00:37:10.550
password problems?

ee0965de-58cc-4b94-b1e1-890fe850f8b4-0
00:37:10.870 --> 00:37:12.710
I'll give you a second to think
about it.

0e7699c0-d310-4726-b3b9-01ae50c7e646-0
00:37:14.670 --> 00:37:20.306
OK, well it is important to know
that the state cannot reset

0e7699c0-d310-4726-b3b9-01ae50c7e646-1
00:37:20.306 --> 00:37:21.230
passwords.

a7628da0-3807-430c-8378-f325f254e747-0
00:37:21.630 --> 00:37:25.556
Customers can do this by
entering their user ID and

a7628da0-3807-430c-8378-f325f254e747-1
00:37:25.556 --> 00:37:28.350
clicking the forgot password
prompt.

e62ad27f-b7a1-4562-addc-04c9f17be54f-0
00:37:28.910 --> 00:37:33.190
Customers will then need to
answer secret questions and

e62ad27f-b7a1-4562-addc-04c9f17be54f-1
00:37:33.190 --> 00:37:35.790
remember they are case
sensitive.

cc39dd7a-47a8-4bc4-bf3d-d895bec133d3-0
00:37:36.370 --> 00:37:38.290
OK, you've got another shot
here.

2b0e3b79-2147-43de-bceb-f99efe82760f-0
00:37:38.770 --> 00:37:43.808
What should a customer do if
they cannot remember answers to

2b0e3b79-2147-43de-bceb-f99efe82760f-1
00:37:43.808 --> 00:37:45.130
their questions?

23959370-8f58-4a8d-9eee-f34ef8d990f7-0
00:37:45.730 --> 00:37:48.173
All right, I'll give you a
second to think about that

23959370-8f58-4a8d-9eee-f34ef8d990f7-1
00:37:48.173 --> 00:37:48.490
answer.

bef6ddd8-d4ad-46ed-ba61-b48b337adf61-0
00:37:49.330 --> 00:37:50.690
Can't give you any hints.

c3db79e2-abe7-4789-bbf2-fd6ead766c5b-0
00:37:52.810 --> 00:37:56.410
Well, remember that they are
case sensitive.

06a5dfe4-3c1e-4985-b37c-9a4345ed0210-0
00:37:56.810 --> 00:38:00.450
If a customer is still having
trouble logging on, they will

06a5dfe4-3c1e-4985-b37c-9a4345ed0210-1
00:38:00.450 --> 00:38:02.210
need to create a new account.

34667e32-ef11-4a17-95de-0cb18f49ea01-0
00:38:02.830 --> 00:38:07.261
It is recommended that a
customer writes down their user

34667e32-ef11-4a17-95de-0cb18f49ea01-1
00:38:07.261 --> 00:38:12.081
ID, password, and answers to
their secret questions when they

34667e32-ef11-4a17-95de-0cb18f49ea01-2
00:38:12.081 --> 00:38:13.870
create the new account.

8883f29b-058d-468f-89e6-924103c261b7-0
00:38:14.470 --> 00:38:18.517
Remember they are case
sensitive, so remember to keep

8883f29b-058d-468f-89e6-924103c261b7-1
00:38:18.517 --> 00:38:21.590
all of this information in a
safe place.

7003b72f-d1d0-491e-a11f-c619e24b7a0c-0
00:38:22.590 --> 00:38:24.190
All right, you've got another
chance.

ab583012-4520-4793-814b-1b61789ec6b3-0
00:38:24.190 --> 00:38:28.963
Another question coming up, What
if a customer sees an error

ab583012-4520-4793-814b-1b61789ec6b3-1
00:38:28.963 --> 00:38:29.590
message?

224cd2d9-fe30-450d-b501-23ba163d002d-0
00:38:30.150 --> 00:38:31.550
What should they do then?

eae3ede8-2c06-4e12-acbc-4c7f0f728cc1-0
00:38:32.250 --> 00:38:34.490
Give you a second to think about
your answer.

a8ababac-73f1-4c1d-a207-7b0b582855a0-0
00:38:37.290 --> 00:38:38.450
OK, time's up.

4578bdfd-fc68-4954-b110-410968a19c35-0
00:38:39.250 --> 00:38:43.956
They should check that they are
using the most recent version of

4578bdfd-fc68-4954-b110-410968a19c35-1
00:38:43.956 --> 00:38:44.970
their browser.

198ad7bb-fe1a-43d4-9a98-7719747faf17-0
00:38:45.250 --> 00:38:49.750
We recommend they clear cookies
and browsing history and restart

198ad7bb-fe1a-43d4-9a98-7719747faf17-1
00:38:49.750 --> 00:38:50.650
their system.

3c5e5110-ee8f-49d5-a38e-0b3ddf10623a-0
00:38:51.130 --> 00:38:55.919
Customers can also try changing
their browser as well and see if

3c5e5110-ee8f-49d5-a38e-0b3ddf10623a-1
00:38:55.919 --> 00:38:58.130
that method will be effective.

edf9333c-5ec5-4417-93d4-42ee11c1f407-0
00:38:58.810 --> 00:38:59.770
Next slide please.

f7d686e0-f919-4c47-8556-7d5dba0eb939-0
00:39:01.660 --> 00:39:04.500
More on top reasons customers
request help.

34632242-91f4-41dd-9c1e-04ba9c5d38ae-0
00:39:05.060 --> 00:39:08.940
Perhaps they're having some
trouble linking their account.

af931766-6a05-44f5-ac80-ecb62bbf56b3-0
00:39:08.940 --> 00:39:10.660
What would they do in this case?

77acca57-1220-4778-a15b-487e3df71d2b-0
00:39:11.580 --> 00:39:15.180
These are a couple of extra
questions to help you get a few

77acca57-1220-4778-a15b-487e3df71d2b-1
00:39:15.180 --> 00:39:16.260
empowering points.

37627054-c8b1-408c-b9b0-5fa1b9f199ff-0
00:39:17.620 --> 00:39:20.955
Well, for starters, they would
use their individual ID or

37627054-c8b1-408c-b9b0-5fa1b9f199ff-1
00:39:20.955 --> 00:39:23.140
Social Security number, but not
both.

b9a23453-cac5-408b-8bad-403ea183c54c-0
00:39:23.820 --> 00:39:26.220
If one doesn't work, try the
other.

c37fd1be-b5ef-4d13-a24e-0e3dba2d7ed6-0
00:39:26.460 --> 00:39:27.660
Do not use the RIM.

a377c8bf-b1cc-46ed-a9e9-74ca10e0361a-0
00:39:28.270 --> 00:39:31.484
They can share the ID of
customer gives the name, the

a377c8bf-b1cc-46ed-a9e9-74ca10e0361a-1
00:39:31.484 --> 00:39:35.055
last four digits of the Social
Security number, address and

a377c8bf-b1cc-46ed-a9e9-74ca10e0361a-2
00:39:35.055 --> 00:39:35.710
birth date.

6c479387-ad8a-4fd7-a46d-dfac6744c7af-0
00:39:36.230 --> 00:39:39.644
And if there's no Social
Security number that the person

6c479387-ad8a-4fd7-a46d-dfac6744c7af-1
00:39:39.644 --> 00:39:43.178
can remember at the time, they
can use their name, date of

6c479387-ad8a-4fd7-a46d-dfac6744c7af-2
00:39:43.178 --> 00:39:46.892
birth and address, as well as
names and date of births of all

6c479387-ad8a-4fd7-a46d-dfac6744c7af-3
00:39:46.892 --> 00:39:48.389
members of the household.

d0223981-218e-456b-b92d-d6df000600a8-0
00:39:48.950 --> 00:39:53.404
OK, another question to think
about in terms of the top

d0223981-218e-456b-b92d-d6df000600a8-1
00:39:53.404 --> 00:39:55.870
reasons customers request help.

bf297f60-312f-4445-96a9-f4353d7ca61c-0
00:39:56.280 --> 00:39:58.280
Is uploading documents.

f09da01a-79da-4cb3-8649-4ac2ec0429e3-0
00:39:58.720 --> 00:39:59.640
Trouble with that?

f81ff1f2-f91f-45d7-af6a-be2a66e6ee9c-0
00:40:00.200 --> 00:40:03.640
Remember the link is on the
Summary tab.

51927f8f-c75e-41ec-b24c-8cce6ff51d80-0
00:40:04.360 --> 00:40:09.097
Customer docs should be uploaded
to a computer first, then check

51927f8f-c75e-41ec-b24c-8cce6ff51d80-1
00:40:09.097 --> 00:40:10.920
the size of the document.

9e174c2c-d54f-45ca-a3fc-a229f935ef81-0
00:40:11.440 --> 00:40:15.240
If you're still having trouble,
mail or fax the documents.

a38f7a9d-e38e-4326-86a8-e7c886ed5c4a-0
00:40:16.200 --> 00:40:19.680
All right, we've got another
question here.

0462f095-4c51-47a3-9f9c-7895b18fb247-0
00:40:19.680 --> 00:40:23.960
What do you do regarding the
customer renewal?

2adec216-a3a2-4e66-8b80-bf0b118713de-0
00:40:24.080 --> 00:40:25.360
I'll give you a second.

5494c9ab-caec-4a1c-8bcb-a789dae3b60b-0
00:40:25.800 --> 00:40:32.430
To think about that answer, all
right, looks like they're coming

5494c9ab-caec-4a1c-8bcb-a789dae3b60b-1
00:40:32.430 --> 00:40:33.960
in to the chat.

9b9eb9f5-ac1f-4ae9-b6f9-d9956d7ebeb9-0
00:40:34.600 --> 00:40:37.960
Find the date on the Benefits
Details tab.

4b93b4f3-36e1-46ca-96c0-6a0309ae9db5-0
00:40:37.960 --> 00:40:38.840
Good job.

2a2d70cb-2bae-4b53-a46a-ddb7578c9c63-0
00:40:39.480 --> 00:40:42.600
Click on the blue writing under
Summary under Medical.

fe03ac5b-0586-4496-9451-3ae21fa0d76c-0
00:40:43.280 --> 00:40:47.040
The pop up screen will have the
month listed.

2326bc0c-686e-4c6b-9451-e98b6642c8fa-0
00:40:47.320 --> 00:40:51.400
Remember that the due date is
always the 1st of the month.

0223d84a-e5c1-4b98-a2d9-4d048a9e81b1-0
00:40:52.400 --> 00:40:55.381
When completing the renewal,
look for the button on the

0223d84a-e5c1-4b98-a2d9-4d048a9e81b1-1
00:40:55.381 --> 00:40:56.180
summary screen.

0c8fddc4-8c83-4cf7-9f7d-fa49bb4bfe4c-0
00:40:56.580 --> 00:41:00.140
If the button isn't there, it
may not be the right time.

0e818e1f-3f97-4e56-9a07-a043eb32d815-0
00:41:00.580 --> 00:41:04.993
If the button is there, click on
it, answer the question and

0e818e1f-3f97-4e56-9a07-a043eb32d815-1
00:41:04.993 --> 00:41:05.500
submit.

a61ae818-8dc6-4559-85d4-5171a15dd463-0
00:41:05.860 --> 00:41:08.300
Be sure to keep the tracking
number.

d0a02461-7131-430a-b8d0-602f0e013933-0
00:41:09.300 --> 00:41:12.580
And then of course here's
another question for you.

84895c60-2edc-4922-8a3a-6b7438dcd0d1-0
00:41:13.380 --> 00:41:18.970
What about reporting changes
using Manage My Case Now this is

84895c60-2edc-4922-8a3a-6b7438dcd0d1-1
00:41:18.970 --> 00:41:24.020
super hard as well as all the
other previous questions.

99c8feb3-dee6-4cfe-bb69-b74696b65dda-0
00:41:24.320 --> 00:41:27.461
Going to give you a chance to
redeem yourself and see if you

99c8feb3-dee6-4cfe-bb69-b74696b65dda-1
00:41:27.461 --> 00:41:28.800
can get this answer right.

22dcc5c8-6f49-44f0-b12c-3b673330c492-0
00:41:30.760 --> 00:41:31.560
Excellent.

9f2da3b0-69ca-45e8-a359-568207cd86b6-0
00:41:31.560 --> 00:41:32.400
Good job.

cb0fa0b6-2580-4ff9-a68f-d4e662868b9c-0
00:41:33.560 --> 00:41:35.640
Look at the link on the Summary
tab.

dc4f0815-a3ab-4317-bf09-f7a0d89ea7e9-0
00:41:36.360 --> 00:41:40.494
Click the Yes button on the
category that you want to report

dc4f0815-a3ab-4317-bf09-f7a0d89ea7e9-1
00:41:40.494 --> 00:41:41.240
changes to.

c766b232-0050-4c5e-8626-9d2816db0522-0
00:41:41.600 --> 00:41:44.920
Then upload the proof docs if
needed.

8abb97f2-0a82-4fa7-84f0-25d78763d0ad-0
00:41:45.120 --> 00:41:47.240
Give yourselves a pat on the
back.

c14f2935-e550-493b-b60d-2ed70745cb8b-0
00:41:47.280 --> 00:41:51.423
You were amazing and if you
didn't get them right, that's OK

c14f2935-e550-493b-b60d-2ed70745cb8b-1
00:41:51.423 --> 00:41:55.634
because all the information has
been provided for you to help

c14f2935-e550-493b-b60d-2ed70745cb8b-2
00:41:55.634 --> 00:41:58.080
you feel empowered on this
journey.

be930a64-e77a-4daf-b549-f15703c04cf4-0
00:41:59.600 --> 00:42:00.680
Next slide please.

7c3bfcef-8a7c-47f9-abcf-914218eda5ea-0
00:42:03.200 --> 00:42:07.652
Will the renewal button appear
if the customer is getting a

7c3bfcef-8a7c-47f9-abcf-914218eda5ea-1
00:42:07.652 --> 00:42:08.840
Form A well yes.

87dcfd79-d29b-425c-8264-5cb748fbf29b-0
00:42:09.040 --> 00:42:12.846
Form A Renewals will prompt the
renewal button in the Manage My

87dcfd79-d29b-425c-8264-5cb748fbf29b-1
00:42:12.846 --> 00:42:13.560
Case portal.

80d40deb-0bed-410e-a6e2-cb0be3ba16ad-0
00:42:14.000 --> 00:42:18.104
Another question has come to
mind is can the customer change

80d40deb-0bed-410e-a6e2-cb0be3ba16ad-1
00:42:18.104 --> 00:42:21.940
the FCRC offices in the
management case portal like they

80d40deb-0bed-410e-a6e2-cb0be3ba16ad-2
00:42:21.940 --> 00:42:22.950
can in the ASB?

217d14b0-0083-496e-80a2-b2dc454e2d82-0
00:42:23.710 --> 00:42:27.110
The answer is yes and the report
might changes flow.

478b916f-3f05-4d3a-9a83-7477ce338623-0
00:42:27.270 --> 00:42:31.154
Customers can choose other
changes, being sure to also

478b916f-3f05-4d3a-9a83-7477ce338623-1
00:42:31.154 --> 00:42:35.110
check the box for any other
change not mentioned above.

f13c9a47-a020-44e4-9a50-235d11b9a4dd-0
00:42:35.430 --> 00:42:38.261
The next screen will have a
change description drop down

f13c9a47-a020-44e4-9a50-235d11b9a4dd-1
00:42:38.261 --> 00:42:38.510
menu.

d0ca7b99-53df-447a-9654-e27e6ef4b613-0
00:42:39.030 --> 00:42:42.510
There's a drop down choice of
case transfer.

cc80bf91-9e5c-45f0-88b2-ae698fe41fbf-0
00:42:43.000 --> 00:42:46.267
The customer then enters their
office of choice in the box

cc80bf91-9e5c-45f0-88b2-ae698fe41fbf-1
00:42:46.267 --> 00:42:46.600
below.

ade74006-9522-48bd-ba31-d495ffb24701-0
00:42:47.760 --> 00:42:50.320
And then thirdly notices.

841bc11d-1481-4ed1-ae86-a23c27344c1b-0
00:42:50.920 --> 00:42:56.000
That is always important
question to always consider.

619e7b84-e16d-4a9a-b78b-1cb02e1d48c0-0
00:42:56.000 --> 00:43:00.676
Do all notices show and manage
My case, even spin down amount

619e7b84-e16d-4a9a-b78b-1cb02e1d48c0-1
00:43:00.676 --> 00:43:01.280
notices?

a8952db9-7919-48cf-9ced-cf0f81c174be-0
00:43:01.760 --> 00:43:03.000
The answer is yes.

817a115c-ba1d-4a58-a999-470e7ba48cc4-0
00:43:03.320 --> 00:43:09.023
All correspondences will be
visible so make sure to use your

817a115c-ba1d-4a58-a999-470e7ba48cc4-1
00:43:09.023 --> 00:43:11.080
Manage My Case portal.

daa06c81-22b5-41a4-b68e-05f32e3b82db-0
00:43:11.670 --> 00:43:15.239
A lot of the information is
there for you at your disposal

daa06c81-22b5-41a4-b68e-05f32e3b82db-1
00:43:15.239 --> 00:43:16.510
for your convenience.

7b71bad5-2a23-4ab0-b5bb-dbfc4e79bff6-0
00:43:16.910 --> 00:43:17.990
Next slide please.

f5fb47e6-815c-4ea2-baf9-9c0ea188526b-0
00:43:21.270 --> 00:43:25.462
Will ID proofing be required
again if the customer needs to

f5fb47e6-815c-4ea2-baf9-9c0ea188526b-1
00:43:25.462 --> 00:43:29.374
create a new account because
they cannot remember their

f5fb47e6-815c-4ea2-baf9-9c0ea188526b-2
00:43:29.374 --> 00:43:31.750
password and or secret
questions?

f46668d2-b72d-4a62-8422-cbefb0ed8fcb-0
00:43:33.510 --> 00:43:34.070
Yes.

2438ac6a-b3f3-42fb-b822-15ffeed977d1-0
00:43:34.070 --> 00:43:38.545
If the customer needs to create
a new account, unfortunately

2438ac6a-b3f3-42fb-b822-15ffeed977d1-1
00:43:38.545 --> 00:43:43.314
that new account will need to go
through the account linking and

2438ac6a-b3f3-42fb-b822-15ffeed977d1-2
00:43:43.314 --> 00:43:47.936
ID proofing all over again and
we know that that sometimes can

2438ac6a-b3f3-42fb-b822-15ffeed977d1-3
00:43:47.936 --> 00:43:52.338
be tedious, but we've got the
resources there to assist you

2438ac6a-b3f3-42fb-b822-15ffeed977d1-4
00:43:52.338 --> 00:43:54.980
and help you for any of your
needs.

83d35cb2-8c0e-4231-9939-067ccae1369d-0
00:43:55.940 --> 00:44:00.179
And our fifth question, who
generates the e-mail and text

83d35cb2-8c0e-4231-9939-067ccae1369d-1
00:44:00.179 --> 00:44:04.199
messages the customers are
opting in or out of managed

83d35cb2-8c0e-4231-9939-067ccae1369d-2
00:44:04.199 --> 00:44:06.100
Communication preferences?

4193698b-be3c-4913-a050-8a6edc8e7540-0
00:44:06.520 --> 00:44:09.814
Well, routinely IES has
generated texts and e-mail

4193698b-be3c-4913-a050-8a6edc8e7540-1
00:44:09.814 --> 00:44:13.883
alerts to a customer when a new
notice is available and manage

4193698b-be3c-4913-a050-8a6edc8e7540-2
00:44:13.883 --> 00:44:14.400
my case.

5f2e0fcf-3a11-4780-a3b7-6ca1fa76989c-0
00:44:14.520 --> 00:44:17.080
However, during this unwinding.

57c5d6c7-0e95-4d76-8a30-740505de67f4-0
00:44:17.080 --> 00:44:21.360
Customers are also receiving
texts from DHS and HFS.

232f9c88-29b8-4ce9-bc60-90c55a75df4a-0
00:44:21.640 --> 00:44:25.773
We are also sharing renewal data
with MC OS who are messaging

232f9c88-29b8-4ce9-bc60-90c55a75df4a-1
00:44:25.773 --> 00:44:28.040
their specific customers as
well.

537f03d1-4c13-4590-9118-85560479419b-0
00:44:28.760 --> 00:44:29.800
Next slide please.

776e5daa-7878-409b-a51d-b5e354a8e0f2-0
00:44:31.960 --> 00:44:36.776
We also have plenty of Manage My
Case resources and support,

776e5daa-7878-409b-a51d-b5e354a8e0f2-1
00:44:36.776 --> 00:44:41.593
which includes a How to set up
aid guide provided for you in

776e5daa-7878-409b-a51d-b5e354a8e0f2-2
00:44:41.593 --> 00:44:46.726
both English and Spanish, links
to customer resources on the DHS

776e5daa-7878-409b-a51d-b5e354a8e0f2-3
00:44:46.726 --> 00:44:51.227
website which include the AID
Customer Support page, the

776e5daa-7878-409b-a51d-b5e354a8e0f2-4
00:44:51.227 --> 00:44:55.728
application for benefits
eligibility, set up, Aid Manage

776e5daa-7878-409b-a51d-b5e354a8e0f2-5
00:44:55.728 --> 00:44:56.360
My Case.

df445447-0035-4a2b-9cdc-d4a56f88467c-0
00:44:56.640 --> 00:45:00.880
We also have additional support
such as a Technical Support

df445447-0035-4a2b-9cdc-d4a56f88467c-1
00:45:00.880 --> 00:45:03.920
e-mail and Provider portal
support e-mail.

c4faa87a-f9ef-4d80-97c4-d140478193e2-0
00:45:04.390 --> 00:45:08.010
Both emails have been provided
here for you for your

c4faa87a-f9ef-4d80-97c4-d140478193e2-1
00:45:08.010 --> 00:45:08.830
convenience.

37bf23f5-00d5-4648-a5f0-05ff25aa6cb0-0
00:45:09.110 --> 00:45:14.183
So remember, all of this great
information is available for you

37bf23f5-00d5-4648-a5f0-05ff25aa6cb0-1
00:45:14.183 --> 00:45:19.098
and Manage My Case where you can
do so many different things,

37bf23f5-00d5-4648-a5f0-05ff25aa6cb0-2
00:45:19.098 --> 00:45:24.013
such as using your Manage My
case to check the status of your

37bf23f5-00d5-4648-a5f0-05ff25aa6cb0-3
00:45:24.013 --> 00:45:28.215
application as well as learn
when it's time for your

37bf23f5-00d5-4648-a5f0-05ff25aa6cb0-4
00:45:28.215 --> 00:45:30.990
redetermination and when it's
due.

5a0c1e56-9a35-469c-86b8-7b8bd358d94e-0
00:45:31.230 --> 00:45:35.732
You can renew your benefits to
report the changes regarding

5a0c1e56-9a35-469c-86b8-7b8bd358d94e-1
00:45:35.732 --> 00:45:39.935
your income and expenses, your
household members or new

5a0c1e56-9a35-469c-86b8-7b8bd358d94e-2
00:45:39.935 --> 00:45:44.137
addresses, upload the documents,
view notices, view and

5a0c1e56-9a35-469c-86b8-7b8bd358d94e-3
00:45:44.137 --> 00:45:47.889
reschedule upcoming
appointments, file and manage

5a0c1e56-9a35-469c-86b8-7b8bd358d94e-4
00:45:47.889 --> 00:45:48.490
appeals.

3f6a8433-5c9c-431e-9c9a-3a49b62408d3-0
00:45:48.970 --> 00:45:52.743
What you need to set up your
Manage My Case is your Social

3f6a8433-5c9c-431e-9c9a-3a49b62408d3-1
00:45:52.743 --> 00:45:56.836
Security number or individual ID
number that was state driver's

3f6a8433-5c9c-431e-9c9a-3a49b62408d3-2
00:45:56.836 --> 00:45:59.970
license or ID, or an established
credit history.

94ca3948-2802-42d9-85c0-3ff4bd6b6d58-0
00:46:00.450 --> 00:46:04.257
Other things my great colleague
Margaret also reviewed is how to

94ca3948-2802-42d9-85c0-3ff4bd6b6d58-1
00:46:04.257 --> 00:46:05.780
set up the Manage My Case.

a281678e-cf11-4765-8355-ab3aa1cbcedd-0
00:46:05.780 --> 00:46:10.620
Remember, go to
youraidillinois.gov our website.

e1c4af9a-0a9a-4235-903f-5285f452a9cf-0
00:46:11.340 --> 00:46:14.260
Click on the the green Manage My
Case button.

4499344e-83cb-44bf-baba-54a19616b187-0
00:46:14.340 --> 00:46:16.740
Enter your AB user ID and
password.

274f4093-ee01-443c-a8e4-727f15e73066-0
00:46:17.020 --> 00:46:21.838
If you don't have an AB user ID,
click Create a new AB user ID

274f4093-ee01-443c-a8e4-727f15e73066-1
00:46:21.838 --> 00:46:23.980
and password and step three.

c37f366e-f995-4ccf-8c66-09d31ce83555-0
00:46:23.980 --> 00:46:28.088
After logging in, select link
your account, enter your date of

c37f366e-f995-4ccf-8c66-09d31ce83555-1
00:46:28.088 --> 00:46:31.806
birth and individual ID or your
date of birth and Social

c37f366e-f995-4ccf-8c66-09d31ce83555-2
00:46:31.806 --> 00:46:32.850
Security number.

ccaddb23-1d3b-44e1-8c88-e63888f0bbc1-0
00:46:33.130 --> 00:46:37.854
This one time process will link
your AID profile to your Benefit

ccaddb23-1d3b-44e1-8c88-e63888f0bbc1-1
00:46:37.854 --> 00:46:39.890
Case information and Step 4.

95a6a231-1caa-44b5-b74f-af3bb8552a45-0
00:46:40.050 --> 00:46:44.015
Verify your identity by entering
information from your

95a6a231-1caa-44b5-b74f-af3bb8552a45-1
00:46:44.015 --> 00:46:48.486
Ethnologist, Driver's License or
state ID or by responding to

95a6a231-1caa-44b5-b74f-af3bb8552a45-2
00:46:48.486 --> 00:46:50.650
questions only you can answer.

e758d5ad-7afe-43c7-a239-d62274f718e2-0
00:46:51.010 --> 00:46:55.650
If successful, you will go right
to the Manage My Case portal.

42aa1e2f-bf47-4b51-ab82-8550a3ebd409-0
00:46:56.230 --> 00:46:56.710
That's it.

71445b7c-3248-4d23-b7f3-a354d855ce42-0
00:46:56.710 --> 00:46:57.750
You're all set.

c68b5538-bb9e-48f9-b006-64e55d8b296a-0
00:46:58.270 --> 00:47:01.201
And of course, if you've got
questions, we've got the

c68b5538-bb9e-48f9-b006-64e55d8b296a-1
00:47:01.201 --> 00:47:02.830
resources there to assist you.

6bb60806-9a78-42f1-825a-bf6357e66f34-0
00:47:03.390 --> 00:47:05.110
That concludes this component.

9e766419-deb4-4783-8073-9be55cf7ac15-0
00:47:05.510 --> 00:47:09.430
Turn it back over to my
colleague Margaret and Lauren.

4483d05f-97fc-493a-8064-60c795684d99-0
00:47:11.470 --> 00:47:13.270
Thanks so much, Melishia.

a457f0c3-5f97-4e7b-954d-b30a493e9171-0
00:47:13.670 --> 00:47:16.990
And we do have about 10 minutes
left.

c7fb92c6-aa21-45b7-84e8-068d3f9f6d78-0
00:47:17.110 --> 00:47:23.099
So I I believe that Lauren has
been busily answering questions

c7fb92c6-aa21-45b7-84e8-068d3f9f6d78-1
00:47:23.099 --> 00:47:24.240
in our chat.

f52b349e-8066-4be5-b172-3c091be1a0e3-0
00:47:24.240 --> 00:47:29.674
But let me see if there is any
that I can review during this

f52b349e-8066-4be5-b172-3c091be1a0e3-1
00:47:29.674 --> 00:47:30.120
time.

8809c1b5-c7f2-4bc1-b3c4-448b2cf54d00-0
00:47:32.040 --> 00:47:34.520
I do see a question from Shane.

07d25979-5cb5-4f17-a129-ab3ee4636330-0
00:47:34.520 --> 00:47:41.073
Is there a way we can reschedule
interview on Abe through manage

07d25979-5cb5-4f17-a129-ab3ee4636330-1
00:47:41.073 --> 00:47:41.880
My Case?

645b23cd-388e-446c-8cfc-eafb1eac178e-0
00:47:41.880 --> 00:47:47.593
Yes, there is a button that you
can Click to request a new date

645b23cd-388e-446c-8cfc-eafb1eac178e-1
00:47:47.593 --> 00:47:49.200
for the interview.

f0fa3b5d-1faf-4ece-9412-9788bb79b6e6-0
00:47:51.630 --> 00:47:57.613
We will be sharing these slides
and the recording on the HFS

f0fa3b5d-1faf-4ece-9412-9788bb79b6e6-1
00:47:57.613 --> 00:48:02.910
site and we can also send that
link out to the group.

fd0817a5-4f61-4c2f-9598-cd737d2f699f-0
00:48:05.550 --> 00:48:12.159
If the ID is not updated or
expired, can we link the account

fd0817a5-4f61-4c2f-9598-cd737d2f699f-1
00:48:12.159 --> 00:48:18.660
I DS that are expired will not
allow you to identity proof.

46b5dbd8-0a2b-493b-b5ce-18f81058ff6d-0
00:48:18.660 --> 00:48:22.820
It does have to be a non expired
ID.

d370200a-e0f6-4600-9765-8d0902ec1574-0
00:48:29.300 --> 00:48:36.993
OK and all of you were doing
great answering the questions

d370200a-e0f6-4600-9765-8d0902ec1574-1
00:48:36.993 --> 00:48:44.035
that militia posed and I think
that is the end of the

d370200a-e0f6-4600-9765-8d0902ec1574-2
00:48:44.035 --> 00:48:45.339
questions.

48ff1d55-d953-4efd-a9d0-74805c84dc15-0
00:48:45.780 --> 00:48:49.757
Is there an easy way to deal
with documents being too large

48ff1d55-d953-4efd-a9d0-74805c84dc15-1
00:48:49.757 --> 00:48:50.420
to upload?

33aaef62-f5d0-4278-9da6-2793036deb1a-0
00:48:52.050 --> 00:48:57.970
What I would say is see if that
document can be split.

386cbb47-e294-46b4-95cb-15da8f3078e0-0
00:48:58.010 --> 00:49:03.346
So if it is several pages, have
a one page at a time uploaded

386cbb47-e294-46b4-95cb-15da8f3078e0-1
00:49:03.346 --> 00:49:08.683
because they will as long as the
customer clicks on the right

386cbb47-e294-46b4-95cb-15da8f3078e0-2
00:49:08.683 --> 00:49:14.106
identity for the document, those
documents will go to the same

386cbb47-e294-46b4-95cb-15da8f3078e0-3
00:49:14.106 --> 00:49:15.569
caseworker queue.

7e269378-901a-4772-9bb3-fa69bda16c6d-0
00:49:16.180 --> 00:49:19.794
So even if it's the same
document and it has three pages

7e269378-901a-4772-9bb3-fa69bda16c6d-1
00:49:19.794 --> 00:49:23.789
or 4 pages, you can split that
up and put half in one document

7e269378-901a-4772-9bb3-fa69bda16c6d-2
00:49:23.789 --> 00:49:27.467
upload, in the second-half in
another document upload and

7e269378-901a-4772-9bb3-fa69bda16c6d-3
00:49:27.467 --> 00:49:29.940
that's one way that can be dealt
with.

aa9d9aeb-3015-4d05-b76b-88cc01bdc700-0
00:49:31.020 --> 00:49:37.891
You can also zip them so that
they would be a smaller size up

aa9d9aeb-3015-4d05-b76b-88cc01bdc700-1
00:49:37.891 --> 00:49:43.100
and and Lauren already answered
that question.

1f7aead6-de99-4272-9989-30c2d25deb04-0
00:49:44.170 --> 00:49:47.869
Be sure documents are uploaded
individually as separate

1f7aead6-de99-4272-9989-30c2d25deb04-1
00:49:47.869 --> 00:49:48.530
documents.

ce4c79a3-b100-4d2f-bd32-9bb8a8bf7611-0
00:49:48.530 --> 00:49:50.290
Don't stack them all together.

93a0d8fb-0ca2-427c-9b7d-4b7fcbf9fa3f-0
00:49:50.610 --> 00:49:51.570
That's a good point.

510a8aa0-606e-473e-93b1-c0a1a7e2e8be-0
00:49:51.570 --> 00:49:54.530
If you're stacking them, they
are going to be too big.

054033ca-aec5-40fd-aaef-1af1583627ed-0
00:49:57.370 --> 00:49:59.010
How can a customer get help?

67ca4295-0662-4406-9aee-0ca288acc411-0
00:49:59.010 --> 00:50:02.770
Is there other sisters that are
not at the DHS office?

359e3eef-357f-47c9-9698-afe8d6802ff2-0
00:50:03.810 --> 00:50:05.290
Yes, definitely.

32d1b0fa-8f6a-4d31-b514-b72e28a8df78-0
00:50:05.290 --> 00:50:10.657
The get covered Illinois has a
button on the top that links to

32d1b0fa-8f6a-4d31-b514-b72e28a8df78-1
00:50:10.657 --> 00:50:11.510
assisters.

94582792-4d77-4ce1-9889-838273f7f9f7-0
00:50:11.510 --> 00:50:15.990
You can input your zip code and
assisters will come up.

0adda901-37d7-498e-b4a8-7d368e4b392a-0
00:50:15.990 --> 00:50:22.410
Those assisters are experts in
both the marketplace and in

0adda901-37d7-498e-b4a8-7d368e4b392a-1
00:50:22.410 --> 00:50:23.390
Medicaid.

f2b5d59f-c372-4774-9b24-f7b595a95b26-0
00:50:23.390 --> 00:50:26.671
They've gone through federal
training, so they are

f2b5d59f-c372-4774-9b24-f7b595a95b26-1
00:50:26.671 --> 00:50:29.310
experienced with both types of
coverage.

75c85e58-6fc4-4e75-9f7d-962f69f2d211-0
00:50:29.670 --> 00:50:32.830
HFS also has application agents.

42da5c41-f6f2-4964-9665-7ebcb09cbcfe-0
00:50:32.830 --> 00:50:37.188
We do have a page currently
listed, but we are in the

42da5c41-f6f2-4964-9665-7ebcb09cbcfe-1
00:50:37.188 --> 00:50:41.790
process of updating that so
it'll be easier to navigate.

a175a204-8ca9-43a1-ba69-6fe97875793b-0
00:50:41.790 --> 00:50:46.240
We're hoping to also put that
function in on our website where

a175a204-8ca9-43a1-ba69-6fe97875793b-1
00:50:46.240 --> 00:50:50.550
the customer can enter a zip
code and a list will come up of

a175a204-8ca9-43a1-ba69-6fe97875793b-2
00:50:50.550 --> 00:50:52.670
assisters in their their area.

b5d7112a-7e8e-45a0-894d-99f7305125c8-0
00:50:52.950 --> 00:50:57.660
You can also e-mail that
dhs.abe.questions@illinois.gov

b5d7112a-7e8e-45a0-894d-99f7305125c8-1
00:50:57.660 --> 00:51:02.959
and ask them about getting in
person assistance that will make

b5d7112a-7e8e-45a0-894d-99f7305125c8-2
00:51:02.959 --> 00:51:07.585
its way to our the correct
office and we'll be able to

b5d7112a-7e8e-45a0-894d-99f7305125c8-3
00:51:07.585 --> 00:51:12.800
share some organizations with
you that might be in your area.

c82bcd94-c3a4-4190-abd1-5ff690ddff47-0
00:51:17.200 --> 00:51:19.040
Is there a specific tab?

dfafec5a-3931-4ecf-999f-7e3bf1652d7e-0
00:51:23.200 --> 00:51:26.800
OK, Melishia's showing right
now.

214445fe-d735-4d80-bdc9-976acd4234e0-0
00:51:26.800 --> 00:51:33.233
The next two training that will
be coming up on Wednesday,

214445fe-d735-4d80-bdc9-976acd4234e0-1
00:51:33.233 --> 00:51:34.760
September 6th.

620ed7ec-a6fa-4d8e-a4ff-724fbfd0e886-0
00:51:34.960 --> 00:51:40.133
From 10:50, we are going to have
questions, not a live Q&A,

620ed7ec-a6fa-4d8e-a4ff-724fbfd0e886-1
00:51:40.133 --> 00:51:45.387
but instead we're going to have
one of our HFS staff reading the

620ed7ec-a6fa-4d8e-a4ff-724fbfd0e886-2
00:51:45.387 --> 00:51:49.671
questions and subject matter
experts answering those

620ed7ec-a6fa-4d8e-a4ff-724fbfd0e886-3
00:51:49.671 --> 00:51:50.480
questions.

9e5d341e-6dc9-4787-a2ab-b994a92511a5-0
00:51:50.760 --> 00:51:55.331
So those will be questions that
have been submitted previously

9e5d341e-6dc9-4787-a2ab-b994a92511a5-1
00:51:55.331 --> 00:51:59.612
or they're commonly asked
questions that we encounter when

9e5d341e-6dc9-4787-a2ab-b994a92511a5-2
00:51:59.612 --> 00:52:02.080
we are talking with other
groups.

10b7fee9-1724-4295-9dd4-e17472f8815c-0
00:52:02.740 --> 00:52:07.041
And then finally, our third
series training will be on

10b7fee9-1724-4295-9dd4-e17472f8815c-1
00:52:07.041 --> 00:52:11.969
Thursday, September 14th from
11:00 AM to 12:00 PM And this is

10b7fee9-1724-4295-9dd4-e17472f8815c-2
00:52:11.969 --> 00:52:16.349
something that we've been asked
about a lot is language

10b7fee9-1724-4295-9dd4-e17472f8815c-3
00:52:16.349 --> 00:52:20.729
accessibility and this is
training customers, providers

10b7fee9-1724-4295-9dd4-e17472f8815c-4
00:52:20.729 --> 00:52:25.344
and stakeholders on how to
access translation services for

10b7fee9-1724-4295-9dd4-e17472f8815c-5
00:52:25.344 --> 00:52:27.300
medical redeterminations.

ac81caa8-0594-4f5c-a062-ea01f23686d1-0
00:52:29.610 --> 00:52:33.250
And those are our remaining two
training series.

228329e4-0c7b-4464-8451-33827150449e-0
00:52:34.330 --> 00:52:39.775
If you have additional
questions, you can e-mail them

228329e4-0c7b-4464-8451-33827150449e-1
00:52:39.775 --> 00:52:43.607
to the
dhs.abe.questions@illinois.gov

228329e4-0c7b-4464-8451-33827150449e-2
00:52:43.607 --> 00:52:49.860
You can also e-mail them to
hfs.abepartnerportal@illinois.gov

228329e4-0c7b-4464-8451-33827150449e-3
00:52:49.860 --> 00:52:55.810
and we will do our best to
answer those questions for you.

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00:52:58.180 --> 00:53:02.380
Thank you everyone for giving
your time to us this afternoon.

b93bad60-64a0-4f04-8db1-dc7ca59bdb7b-0
00:53:02.380 --> 00:53:06.388
We hope this information has
been helpful to you and we hope

b93bad60-64a0-4f04-8db1-dc7ca59bdb7b-1
00:53:06.388 --> 00:53:08.820
to see you at the next
presentation.

e5bef90a-07cc-4be6-ad67-d492d6579082-0
00:53:10.140 --> 00:53:10.940
Thanks everyone.