Assigned staff login to CAPI and review the Unassigned queue on a regular basis. Staff search for the case on Oregon ACCESS and WEBM,FIND.

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1 DHS home SPD Staff Tools SPD Worker Guide B.9 Client Application Processing Interface (CAPI) Procedures SPD Worker Guide Effective 9/1/11 B.9 Caseworker Application Processing Interface (CAPI) Procedures 1. General Information Assigned staff login to CAPI and review the Unassigned queue on a regular basis. Staff search for the case on Oregon ACCESS and WEBM,FIND. Determine if the case needs to be served by another branch by reviewing the CAPI Online Application Processing flowchart. The local office will develop criteria for assigning applications. Eligibility worker(s) login to CAPI and review the Assigned queue for applications that have been assigned to them. Application is reviewed and a interview is scheduled or done immediately o Note that CAPI will indicate if there are multiple apps for this applicant (on the top of the application). Occasionally applicants will submit more than one application or an application and a filing date. If there is more than one, go back to the queues and click on Statewide search to locate all applications (be sure to select "statewide" as the search area. During the interview, the worker completes the Oregon ACCESS tabs and compares to CAPI. Note: If the client does not respond to phone calls requesting an interview, send a pend notice with the interview listed. Eligibility is determined or application is pended. Once eligibility is determined:

2 Send the following forms: Information and Referral packet (DHS 3400) For SRS, send the 853 and 854 For authorized representatives, send the 231 Indicate in CAPI that the "Application Complete" check box (this moves the application out of the worker's queue). If the eligibility determination is complete, mark approve, deny or withdraw. Narration may be completed: On each tab in CAPI and pasted into the OA narrative; or In OA only. Narrate in CAPI See OA for narrative If the client applies using the lobby computer: Take copies of verifications Provide above forms Issue EBT card (local office may also issue EBT card after the eligibility decision has been made) Optional: Local office may interview immediately. 2. Using CAPI Unless there is a local management decision to the contrary, staff are allowed to utilize CAPI as a view-only tool. There is no requirement to update tabs or sections in CAPI; simply view the screens when interviewing the client and update ACCESS, CMS and FSMIS as you normally do. HOWEVER there is a minimum requirement for processing applications in CAPI, You must: Select the "Application Complete" check box. If eligiblity has been determined, you can select the approptiate disposition of the application in the Eligibility tab to match the actual action taken. For example, if you approved, denied, or withdrew the application on the mainframe, you would approve, deny, or withdraw it in CAPI. AND Narrate somewhere in CAPI (such as the Eligibility tab) that the information can be found in Oregon ACCESS. 3. Transfers and Referrals

3 Remember that we operate under the No Wrong Door Policy. Although the Online Application eliminates the need for the client to come into the office, applications will need to be processed as quickly as possible. If there is a doubt about who should serve a client. Determine eligibility and then transfer the FSMIS and CMS case. Follow the procedure in SPD WG B.4, Where Clients are Served Also review the CAPI Online Application Processing flowchart. Unprocessed Application: Transfer the CAPI application (see steps below) and verification to the receiving branch with a reference to the Online Application tracking number. Processed Application: The application does not need to be transferred. The application can be located by the receiving office using the Statewide Search function. The FSMIS and CMS case will need to be transferred and verification ed. If there is verification and no paper file, the branch contact. Medical Referral: Follow the local office medical referral procedure. If individuals on the case require an eligibility determination by both SPD and SSP, the tracking number and verifications using SSP case transfer notification. Determine eligibility for SNAP and SPD medical programs using the above process. Case may need to be transferred after eligibility is determined depending on the local agreements in your area. The Online Application will not need to be transferred as it can be located using the Statewide Search function Transfer using CAPI. A case can be transferred from any of the queues: Unassigned Applications, Scheduled Appointments, and Missed Appointments. Choose the application you wish to transfer by clicking the appropriate Select check box on the left-hand side. Click the Transfer Out button. Select the branch to which the case is being transferred. Select the transfer reason. Click Yes on the transfer confirmation box. 4. Request for Medical Assistance

4 The Online Application may be used to determine eligibility for all SPD medical programs; however, there will be some additional steps involved since the eligibility requirements differ. If during the interview, it is evident that the client may qualify for medical benefits and/or the client requests medical, ask the additional questions about the following: Property and resources Property and resource transfers (if requesting services) Additional expenses that may affect any potential service liability or pay-in (if applicable) Other health insurance Third party liability Narrate that the above was addressed Pend the case for additional information needed to determine eligibility for medical and/or services Follow all other additional existing branch procedures for medical assistance requests taken over the phone Remember to enter the Date of Request in ACCESS. 5. Site Administration Adding a User to CAPI Search in CAPI to be sure that the individual appears in CAPI. This is done in Site Administration in CAPI. If the individual is not in CAPI, the Service Desk: o Name (full legal names preferred) o Work Phone# (alternate ph# if they want one listed) o Work Address o Correct P# or OR# o cc to Samantha Brookshire and if access is for a AAA employee, list her as the DHS Partner Liaison Citrix password: Citrix is not needed to access CAPI, but Citrix is used to maintain the password that is used to login to CAPI. Individuals must have a Citrix password. If they don t, the DHS Service Desk will provide a temporary password which can be changed at

5 Once notification is received from both Samantha (or her designee) and the Service Desk, the employee can be assigned branches, roles and permissions: o In CAPI Site Administration, search for the staff member under CAPI User Lookup. o Click on the individuals name in the CAPI Individual User Account screen. o Click on Add Sites and Roles. o Click Add a new site. Locate the appropriate branch by expanding the district, select it, and click NEXT. o Locate the appropriate job title/role. The list of user rights will appear. If you need to add rights, enter the reason in the text box that pops up Click ASSIGN and confirm your entries if correct. Note: Eligibility Staff will be listed as HSS-Eligiblity (HE). If you would like to give the Eligibility worker routing (i.e. assign and transfer) rights, that must be added by checking the permissions for View Application Routing List and Transfer/Assign/Reassign options. o Back on the CAPI Individual User Account screen, update the Primary Branch, address, and SAVE. For more information on Site Administration, see the Site Administrator's Guide. If you have a disability and need a document on this Web site to be provided to you in another format, please contact the Office of Document Mangement (ODM) at or by at dhs.forms@state.or.us. If you have questions about DHS or problems getting DHS services, send to dhs.info@state.or.us. If you have comments about this site, send to spd.web@state.or.us. Oregon Department of Human Services 500 Summer St. NE E02, Salem, OR Phone: (503) Toll-free: (800) (V/TTY)

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