62. CCS Application Support Narratives

Transcription

1 Common-Place Handbook page In the Client Central Services (CCS) model, clerical is known as Application. This sections describes the functions and procedures of Application in CCS Application (Clerical) Functions for CCS Model The following are clerical functions under the CCS model: Greeter The Greeter will be staffed with Application. They will be responsible for: Directing clients, and Answering general information questions Self-Service Station The Self-Service Station is designed to allow clients to perform the following functions without clerical assistance: Benefit CalWIN (BCW) Applications Self-Scanning for BCW Applications only Copying. Note: Application will be available in the event clients require assistance at this station. Update # Revised: 04/27/12

2 page Lobby Windows Common-Place Handbook CSTs will be staffed at the Lobby Windows and will be responsible for the following tasks: Performing Mini-IDs Performing partial Application / Registration functions Scanning Verifications Releasing EBT Cards Issuing MEDS Benefits Issuance Cards (BICs) TMT Requests Application / Registration This area will be staffed with a CST that will perform the following tasks: Full Application / Registration function EBT Print MEDS - SCD 1296 Processing CSTs staffed in this area will be responsible for processing all Request for On-Line Transaction (SCD 1296) requests SFIS Processing CSTs staffed in this area will be responsible for processing all transactions surrounding Statewide Fingerprint Imaging System (SFIS) Fiscal CSTs staffed in this area will be responsible for the following tasks: Issuing Homeless Warrants Revised: 04/27/12 Update # 12-16

3 Common-Place Handbook page 62-3 Payment Receipts Note: At the Senter Road campus, Payment Receipts are only provided at the Client Benefit Services (CBS) District Office Mail Room Office Specialist (OS) staff in this area will be responsible for the following tasks: Processing of Incoming Mail Identifying (ID) documents Scanning documents TMT Requests IDM Station OS staff in this area will be responsible for scanning additional documents into the IDM system that are submitted by Eligibility staff Task Creation Both CSTs and OS staff will be responsible for creating tasks for: Incoming Mail Verifications, and Applications Workflow Procedures (Narratives) Narratives are step-by-step procedures that are developed to assist staff with their day-to-day duties in the Centralized Client Services (CCS) environment. This section includes the following narratives: Update # Revised: 04/27/12

4 page 62-4 Full Application / Registration Walk-Ins Common-Place Handbook Partial Application / Registration Fax, E-Fax and Mail Applications Additional Scan Request Fax, Mail, Drop-In Verifications Lobby SFIS Request Lobby Verification Lobby EBT Card SCD 1296 Request Lobby QR 7/MSR Request Lobby BIC Card Lobby Homeless Mail MEDS Alerts Fiscal Operations - Homeless Payments Fiscal Operations - Receipts for Overpayments Fax Job Search to GA Office Face-to-Face CalWORKs/RCA CalWIN and Business Objects Reports Benefits CalWIN (BCW) Medi-Cal Lobby Request for Verification of Benefits Lobby Appointments Revised: 04/27/12 Update # 12-16

5 Common-Place Handbook page Full Application / Registration - Walk-In Application / Registration is to be completed on all applications for assistance. The CST is responsible for verifying information from the application packet and entering data in CalWIN to create a pending application.. Step Action 1. Pulls the ticket from the Queue. Pulls the application from the Temporary Folder (minimize), using the application number. 2. IDs the client in CalWIN to verify the application is valid and for indexing clearance. - CWIN for all applicants - DOB and Name - Possible Case Numbers IDs in MEDS. 3. Click - Registration Function Double Click - Application Registration Select - Collect Application Information Enter - Application Number from the application. Click - Open. 4. Collect Application Information Window - [Program] Tab. Click - Program requested. Click - Add Repeat for all programs. [CalWORKs Immediate Need] Tab Enter - Y or N based on the information the client entered on the SAWS 1. Click - [Emergency Details] button, complete the following three tabs, based on information on the SAWS 1: - [Liquid Assets] - [Income] - [Expense]. Update # Revised: 04/27/12

6 page 62-6 Common-Place Handbook Step Action 5. Click - Save Close - Window [Special Indicator] tab Enter - LTC, Minor Consent, QMB, BCW, Second Harvest Food Bank [Personal Emergency] Enter - Check boxes based on information on SAWS 1 Click - Save Click - Blue Arrow to continue queue. 6. Collect Household Members Detail Window appears. Enter and verify the client s Name, DOB and SSN for accuracy. Click - Y or N for [Requesting Aid] - (Based on the application) Enter - Y or N for [Client in Home] - (Based on the application) Click - [Index Clearance] If there is... No match found, A Potential Match is Found, Then... A pop-up window titled, No data found for the entered search criteria will appear. Click - Ok. Click - New CWIN Click - New CIN Proceed to Step 12. Review the case information to determine if it is the same person to be used on this application using Case List and SCI. Click - Case List Search - Highlight - Case Number - Click - Case Information - Click - [Case Members] tab to determine if this is the same client. If there is... Then... A match, Click - Select (Write on SCD 41) Revised: 04/27/12 Update # 12-16

7 Common-Place Handbook page 62-7 Step Action 6. (Cont'd) No match, Create new CWIN. Click -[New CWIN] button Click - Y for Are you sure you want to add a NEW CWIN? CWIN is displayed. Click - SCI Search - Check Name and DOB to determine if it is the same person. If there is... A match, No match, Then... Click - Select Create new CIN. Click -[New CIN] button Click - Y for Are you sure you want to add a new CIN? CWIN is displayed. 7. Repeat Step 5 for all additional Household Members listed on the SCD 41. Click - Save after all members have been entered. Click - Blue Arrow to continue queue. 8. Display Action Summary Window appears. Complete both tabs. NOTE: Not any part of the application data can be changed after the SAWS 1 has been signed. [Status] tab Click - [Signed] button Verify the date on the SAWS 1. If the date... Matches, Doesn t match, Then... Proceed. Click - [Client refused to Sign] and cancel the application. (Start over from Step 3) Click - Print SAWS 1 Click - SAVE [Summary] Tab Click [Case Clearance] button. Update # Revised: 04/27/12

8 page 62-8 Common-Place Handbook Step 8. (Cont d) Action If there is... An existing case number in CalWIN (it will appear), NOT an existing case number, Then... Select the case number. Click - New Case Number Click - Yes for Are you sure you want to create a new case number? Click [Case Assignment] button. An automatic queue will take you to the Manage Case Assignment window. Click - Override. Enter - Worker Number in Caseload Number field. Click - Search. Click - Select. Enter - Worker Number and Reason - Other Click - Save. Close Window. 9. Checks the application for the EBT Card Request Yes or No. If yes and the client is... In the lobby, Not in the lobby, Then... Print the Card at the printer. Mail the EBT card via batch. 10. Task Ticket Close the App/Reg TMT Request in the Task Management Tool. 11. Assign to EW Create a TMT Request for the EW. Assign a Task Ticket Number to the EW. 12. EBT Release Release to the client before or after the EW interview. 13. SFIS Process SFIS upon receipt of the SCD 97 from the EW. Revised: 04/27/12 Update # 12-16

9 Common-Place Handbook page Partial Application / Registration Partial application / registrations are performed to initiate the application process and to gather the client s documents, prior to full app/reg. 1. Application Pulls the application from the designated basket. Verifies the completeness of the application packet for the applicant. Searches for a request in TMT using the request number. Updates the TMT request to initiate. Selects window from the Queue Station drop down field. Notifies the client to report to the designated window, via the intercom. 2. Client Proceeds to the assigned window. 3. Application / Application Review Completes a Partial Application Registration in CalWIN. [Refer to Clerical HB Chapter Steps 1-7] Collects any verifications that the client has and asks if he/she has a valid EBT card. NOTE: If verifications include DRA documents, the Receipt of Citizenship and Identity Documents (DHCS 0005) must be completed. If the client... Has an EBT card, Does NOT have an EBT card, Then... Checks the card status in CalWIN. Completes the EBT section on the application. - EBT Card Needed - Yes or No - EBT Active - Yes or No Completes the EBT section on the application. - EBT Card Needed - Yes or No Scans any verifications received into IDM using the Application Number. Provides the client the original DHCS 0005, if completed. Provides the client the original paperwork after the Application/Registration function is completed. Asks the client to take a seat and to wait for the EW to page the lobby ticket number. Update # Revised: 04/27/12

10 page Common-Place Handbook 3. (Cont'd ) Updates the TMT [Request Category] field to App/Reg. Selects Pending from the TMT status drop down field. Deletes Application s name from the Assigned To field. Deletes Group from the Group field. Selects empty from the Queue Station drop down field. Clicks the [Save] button. Places the application in the designated basket. NOTE: A full application/registration is completed by Application using the application and Application Number Fax, E-Fax and Mail Applications The following describes the clerical procedures for processing faxes, E-faxes and mail applications. 1. Application Receives Fax for Mail Application. Date stamps (if hard copy). Completes a Mini-ID to determine if this is a valid intake application. If... Then... It is a valid intake, Continues to Step 2. It is NOT a valid intake, The application is currently pending, Documents invalid in Maintain Case Comments in CalWIN. Forwards the application to the appropriate District Office, or EW if the case is assigned. Checks TMT for the assigned status. Revised: 04/27/12 Update # 12-16

11 Common-Place Handbook page (Cont'd ) If... Assigned to an EW as a task and TMT is active, NOT assigned to an EW as a task, or TMT is closed. Then... Creates a TMT Request for verification received. Assigns to the same EW. Documents in the TMT Notes field: Companion and notes the active TMT Request Number.?????? 2. Application Completes a Full ID/ Full Application Registration. [Refer to Full Application Registration Process] Checks EBT Card Status if a CalFresh Application. Mails an EBT card, as appropriate. 3. Application Creates a Temporary Folder using the case number. Scans/Transfers the application and verifications received to the Temporary Folder. Creates a TMT Task Assignment. Assigns the task to an EW. 4. EW Follows the Workflow Procedure for Application Processing. Update # Revised: 04/27/12

12 page Additional Scan Request Common-Place Handbook The following process must be adhered to when additional documents must be scanned after the initial scanning: 1. Eligibility Receives the documents directly from the client. Processes the case using the original documents. Photo copies documents, as appropriate. Prints a Case Inquiry CalWIN screen shot and attaches the documents to be scanned. Places the documents in designated basket for processing. 2. Application Receives documents. Scans directly into IDM Fax, Mail, Drop-In Verifications The following process must be adhered to when verifications are received: 1. Application Receives any type of verifications. If the verification is... Then... A hard copy, A fax, If the task is... Assigned to an Intake EW, Not assigned to an Intake EW, Date stamps the document(s). ID s in CalWIN and TMT. Prints a hard copy. ID s in CalWIN and TMT. Then AS... Creates a TMT Request for verification received. Assigns to the same EW. Documents in the TMT Notes field: Companion and notes the active TMT Request Number. Creates a TMT Request and documents verifications received. Assigns to the next available EW. Revised: 04/27/12 Update # 12-16

13 Common-Place Handbook page Lobby SFIS Request The following procedures must be adhered to when an SFIS request is made: 1. Eligibility Submits a Statewide Fingerprint Imaging System (SFIS) Referral (SCD 97). 2. CST Receives the SFIS request. Calls the client to the window. Reviews the ID or Client ID form. Enters the client information into the State SFIS system. Takes a picture and fingerprints Lobby Verification The following process must be adhered to when a client drops off verifications: 1. Greeter Greets the client. 2. Client Explains he/she was instructed to return to drop off verifications. 3. Greeter If the client... Then the Greeter... Does not want to stay and simply wants to drop off verifications, Wants to submit verifications to someone, Directs him/her to the drop off box. Provides him/her with a preprinted envelope requesting the name, DOB and last four digits of the SSN. Directs him/her to the self check-in area. Advises the client to keep the ticket provided. NOTE: The client waits for queue ticket to be called. 4. Application Notifies the client to report to the designated window, via the intercom. Greets the client and asks how he/she may assist him/her. Update # Revised: 04/27/12

14 page Common-Place Handbook 4. (Cont'd) If the client wants to... Submit verifications for scanning and/or wants a receipt for verifications provided, See an EW, Then the CST... Takes the verifications and prepares them for scanning. Scans the documents into client s IDM Temporary Folder. Creates a ticket in TMT for document processing and assigns it to the next Documents Processing EW. Provides the client with a receipt for the verifications with the date stamp. Explains to the client that his/her verifications will be processed by an EW. Creates a ticket in TMT for the next available EW. Requests the client to take a seat and explains the EW will call his/her queue ticket number to follow-up on his/her request Lobby EBT Card The following process must be adhered to when a client requests an EBT card in the lobby: 1. Greeter Greets the client. 2. Client Requests an EBT card. 3. Greeter Directs the client to the Self Service Check-In. Explains that the client must keep the ticket that is generated. 4. Client Obtains a ticket at the Self Service Check-In. Revised: 04/27/12 Update # 12-16

15 Common-Place Handbook page Application Notifies the client to report to the designated window, via the intercom. Verifies the client has a valid ID. 6. Client Completes the SCD Gives the client the appropriate ticket number and informs the client that his/her ticket number will be called. Documents the ticket number on form Client Electronic Benefit Transfer Request (SCD 2202). Advises the client to complete the form(s) and to place it/them in the EBT basket. NOTE: May also need to complete the Client ID form. Places in the EBT Basket. Takes a seat in the lobby area. 7. EBT CST Pulls request from basket. Prints EBT card. Places EBT card/forms in designated area. 8. Lobby CST Pulls the EBT Card/Forms from the designated area. Pages the client number to the window. If the client... Does NOT have his/her ID, Then the CST... Follows appropriate procedures to ID the client. NOTE: If the client cannot answer the questions, notifies the Line Supervisor. Has his/her ID, Verifies the ID and continues with the process. Collects the client s signature on the SCD 2202 and client ID form, if attached. Releases the EBT card to the client. Instructs the client to call the Automated Response Unit (ARU) to request a Personal Identification Number (PIN). Update # Revised: 04/27/12

16 page Common-Place Handbook Request for On-Line Transaction (SCD 1296) Request The following procedure must be adhered to when processing an SCD 1296 request: 1. Eligibility Worker Submits a Request for On-Line Transaction (SCD 1296) to the designated area. 2. Application Reviews the appropriate screens in CalWIN based on the transaction requested. Reviews the MEDS Inquiry screen to ensure the transaction is needed (i.e., CalWIN already updated). If... A transaction is not required or is inappropriate, The transaction is appropriate, Then AS... Documents Maintain Case Comments in CalWIN to read: SCD 1296 submitted, no actions required. Returns the SCD 1296 to the EW. Confirms which on-line transaction to use to complete the request (e.g., EW 15, EW 20, EW 30, etc.). Processes the transactions in MEDS. Makes a screen print of the action taken. Documents the transaction number on the SCD 1296 and initials. Attaches the screens to the SCD 1296 and sets it aside until the next day. NOTE: Requests that require more than one transaction may take more than one day to complete. Revised: 04/27/12 Update # 12-16

17 Common-Place Handbook page Application Following Day Reviews the appropriate MEDS/CBD screens to ensure the transaction was successful. If... Additional transactions are needed to complete the request, MEDS rejected the transaction, Then AS... Repeats necessary steps in Step 2. Checks INWA to determine why the transaction rejected and repeats the transaction. Documents Maintain Case Comments in CalWIN to read: SCD 1296 transaction complete. Returns the SCD 1296 to the EW Lobby QR 7/MSR Request The following process must be adhered to when a client is in the lobby and requests a QR 7: 1. Greeter Greets the client. 2. Client Requests Eligibility/Status Report - Quarterly for Cash Aid or Food Stamps (QR 7) or Medi-Cal Status Report (MC 176 S) form. 3. Greeter Advises the client of options for QR 7/MSR submission (Self-Service Center or Printed Copy). If the client chooses... A printed copy, BCW, Then AS... Provides the client with an appropriate ticket for QR 7. Goes to Step 4. Refers the client to the Self-Service Station. Goes to Step 5. NOTE: BCW is currently only available for CalFresh and MSRs. Update # Revised: 04/27/12

18 page Common-Place Handbook 4. Lobby CST Checks CalWIN to determine the QR 7/MSR Cycle. Prints the QR 7/MSR, if the cycle is correct. Advises the client to complete the QR 7/MSR and drop it off in the Drop Box. NOTE: If a QR 7/MSR is not required, explains to the client when the next QR 7/MSR is due. 5. BCW CST Assists the client with creating a User ID and Password, if required. Instructs the client to complete the QR 7/MSR and makes him/herself available for questions. NOTE: If the QR 7/MSR is not required, BCW will not accept a QR 7/MSR Lobby BIC Card The following process must be adhered to when a client in the lobby requests a BIC card: 1. Greeter Greets the client. 2. Client Requests a Benefits Identification Card (BIC). 3. Greeter Directs the client to the Self-service Check-In Area. Explains that the client must keep the ticket that is generated. 4. Client Obtains a ticket from the Self-Service Check-In. Revised: 04/27/12 Update # 12-16

19 Common-Place Handbook page Lobby CST Notifies the client to report to the designated window, via the intercom. IDs the client. Checks MEDS for eligibility. Has the client complete a Request for Immediate Need Paper BIC (SCD 1233) at the window. Issues a paper BIC via an EW 45 transaction in MEDS. Asks the client if he/she has a valid ID. If the client... Does NOT have a valid ID, Then AS... Follows appropriate procedures to ID the client. NOTE: If the client cannot answer the ID questions correctly, notifies the Line Supervisor. Completes the County Section on the SCD 1233 with the date and CST s initials. Has a valid ID, Completes the County Section on the SCD 1233 with the date and CST s initials Lobby Homeless Mail The following process must be adhered to when a homeless client requests his/her mail: 1. Greeter Greets the client. 2. Client Requests homeless mail. 3. Greeter Directs the client to the Self-Service Check-In 4. Client Obtains a ticket from the Self-Service Check-In. 5. CST Notifies the client to report to the designated window, via the intercom. IDs the client. Provides mail to the client. Update # Revised: 04/27/12

20 page MEDS Alerts Common-Place Handbook The following process must be adhered to when processing MEDS Alerts: 1. Designated Staff Pulls MEDS Alerts from Business Objects. Distributes a list to Application with instructions. 2. Application IDs the case in TMT. If the case is... Assigned to an EW as a task, NOT assigned to an EW as a task, Then AS... Creates a TMT request. Assigns to the same EW. Creates a TMT request. Assigns to the next available EW. 3. Eligibility Receives task and processes Fiscal Operations - Homeless Payments The following process must be adhered to when processing homeless payments: 1. Eligibility Prints Search For Office Issuance screen in CalWIN. Obtains the Supervisor s initials. Places the request in the designated Fiscal Area. 2. Application Refers to the Common Place Handbook, Section 32,9.4, and follows the check issuance process. Makes a photocopy of the check. Immediately faxes a copy of the check to the Benefit Issuance Unit, (408) after printing and PRIOR to handing it to the client. Pages the client to the window. - Verifies ID. - Has client sign and date the Search For Office Issuance screen. - Provides client the check. - Signs the copy of the CalWIN screen. Documents in Maintain Case Comments Check issued. Files a copy of the check in the Homeless Warrant binder. Revised: 04/27/12 Update # 12-16

21 Common-Place Handbook page Fiscal Operations - Receipts for Overpayments The following process must be adhered to when processing homeless payments: 1. Greeter Greets the client. 2. Client Makes a request to make a payment for non-child support payments (CSP). NOTE: For CSP, refer the client to the Department of Child Services at (408) Greeter Directs the client to the Self-Service Check-In. 4. Client Obtains a ticket from the Self-Service Check-In. 5. Application Notifies the client to report to the designated window, via the intercom. ID s the client in CalWIN. Prints the Display Claim Summary and Inquire On Case from CalWIN. Contacts the Fiscal area to request Fiscal support to collect the payment and issue a receipt. NOTE: Payments can be received for open, closed, discontinued and pending cases. 6. Application (Fiscal) Notifies the client to report to the designated window, via the intercom. Collects details of the payment (i.e., amount, type). Ensures payment amount is correct (i.e., counts money or collect check/money order). Completes a receipt for the client. Signs and dates the receipt. Makes a copy of the receipt and forwards it to BIU. Provides the client the original. 7. Application Completes transmittal (AR Form/2006). Places the payment in an envelope with the transmittal and one copy of the receipt. Provides the envelope to the Lead to place in the safe. Update # Revised: 04/27/12

22 page Fax Job Search to the GA Office Common-Place Handbook The following process must be adhered to when a client requests to have his/her job search form faxed to the GA Office. 1. Greeter Greets the client. 2. Client Requests to have the job search form faxed to the GA Office. 3. Navigator Directs the client to the Self-Service Check-In. 4. Client Obtains a ticket from the Self-Service Check-In. 5. Application Notifies the client to report to the window, via the intercom. Date stamps the job search paper. Faxes the form to the GA Office. Returns the original form back to the client as a receipt. 6. General Assistance AS Monitors the faxes on a daily basis. Follows the GA process for distribution Face-to-Face CalWORKs/RCA The following procedure must be adhered to when a client requests a face-to-face interview for CalWORKs/RCA: 1. Greeter Greets the client. 2. Client Indicates that he/she would like to apply for CalWORKs/RCA. 3. Greeter Directs the client to the Self-Service Check-In. 4. Client Obtains a ticket from the Self-Service Check-In. 5. Application Notifies the client to report to the designated window, via the intercom. Completes a Mini ID using CalWIN/MEDS and determines if it is a valid intake application. Revised: 04/27/12 Update # 12-16

23 Common-Place Handbook page (Cont'd ) If it is... A valid intake, NOT a valid intake, Then AS... Records the lobby ticket and TMT request number on the application. Provides the client with an application packet. Requests the client to complete a packet and to place forms in the designated basket. Updates the TMT Request Status. Provides the client with an appropriate referral as per CW HB 60.8, or to the district office where the case is assigned. Changes the Requestor field to continuing or redirect. Updates the TMT Request Status to Closed. 6. Client Completes the application packet and places them in the designated basket. 7. Application Retrieves the forms from the basket. Completes a Partial Application / Registration. Update # Revised: 04/27/12

24 page CalWIN and Business Object Reports Common-Place Handbook The following reports will be extracted and forwarded to Application for TMT creation: Received Report Number Title Daily Reports MRV012R Healthy Families Bridging Program DOPS0253 (Issued Tues./Thurs.) Medi-Cal Bridging Performance Report Weekly Reports MRA001R Alerts Status Summary By Category MU003R MRH001R DOPS0194 DEBS4304 Mass Update Exceptions Listing of Pending Programs By Case Open Cases With Expired Exemptions Open Cases With RRR Overdue Monthly Reports HRH056R Caseload Inventory - Closed Programs MRH023R MRH055R MRH071R MHH056R DITF18 CWES DSR08-DEBS1471 DOPS1332 DOPS1439 DOPS8512MC DOPS2000 DEBS4308 CABX1297 ABAWD Recipients Status Detail By Caseload Caseload Overview Deemed Eligible Infant Case Detail By Caseload Listing of Closed Programs Individual Registered in WTW w/no CalWORKs Exemption Reasons Count Admin OP - Claim Error Type/NOA Sent Timely Closed Cases From Previous Months Medi-Cal Cases With Pending BBCTP Native TANF - FS Cases With Pending BBCTP Expired Exemptions-Cases in Exempt Status w/exemptions Expired Food Stamp Cases With Negative Action Quarterly Reports CABX129 Denied or Discontinued FS CABX1015 Cases Where The Penalty/Sanction (Determine if NOA was sent) Revised: 04/27/12 Update # 12-16

25 Common-Place Handbook page The following procedures must be adhered to when processing CalWIN and Business Object Reports: 1. Application Receives the report from designated staff. IDs the case in CalWIN and TMT to ensure the case in his/her respective office. If the case is in... Another office. Then AS... Does not process the report. His/her respective office, If the ticket is... Assigned to an EW, NOT assigned to an EW. Then AS... Assigns to the same EW. Creates a TMT request. Assigns it to the next available EW Benefits CalWIN Medi-Cal The following procedures must be adhered to when processing a BCW for Medi-Cal: 1. Client Submits a BCW Medi-Cal application. 2. Application Checks CalWIN Interface Activity system. Opens and reviews Search For External Referral Data screen. Completes a mini-id to determine if the individual is known to CalWIN. Determines validity of the application. Update # Revised: 04/27/12

26 page Common-Place Handbook 2. (Cont'd) Application (Cont d) If the application is... NOT valid for intake, Then AS... Assigns to the appropriate caseload. - Office/EW number if active or pending in another Program. Saves the application and attachment to a PDF file. s to the appropriate office/ew. Selects the appropriate value in the Status field of the External Referral window. Valid for intake, Assigns to the appropriate CCS caseload number. Creates a Temporary Folder using the case number. Saves the application and attachments to the Temporary Folder. Completes the application/registration in CalWIN and MEDS. Follows the BCW business process. Creates a TMT request for auto-assignment Lobby Request for Verification of Benefits The following process must be adhered to when a client requests verification of benefits: 1. Greeter Greets the client. 2. Client Indicates that he/she would like to verification of benefits. 3. Greeter Directs the client to the Self-Service Check-In. 4. Client Obtains a ticket from the Self-Service Check-In. Revised: 04/27/12 Update # 12-16

27 Common-Place Handbook page Application Notifies the client to report to the designated window, via the intercom. IDs the client. Prints a copy of the Verification of Benefits (SCD 1521) from the DEBS Forms Library. Issues a printed copy of the SCD 1521 form to the client. Updates the TMT status to closed Lobby Appointments The following procedure must be adhered to when a client appears in the lobby for an appointment: 1. Greeter Greets the client. 2. Client Indicates that he/she is has an appointment. 3. Greeter Directs the client to the Self-Service Check-In. 4. Client Obtains a ticket from the Self-Service Check-In. 5. Application Notifies the client to report to the designated window, via the intercom. Completes a Mini-ID and checks Maintain Case Comments in CalWIN to determine if it is a valid appointment. If the client has... A face-to-face appointment, Has any other appointment, Then... Notifies the EW who scheduled the appointment via phone. Creates a TMT request with the category Walk-In Appointment and selects Assigned status. Completes the TMT Notes field: Lobby ticket number and type of appointment. Auto-assigns to the next available EW. Advises the client to wait in the lobby until called by the EW. Updates the TMT status to closed. Update # Revised: 04/27/12

28 page Common-Place Handbook Revised: 04/27/12 Update # 12-16