IBM V-CAN User Manual

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

V-CAN User Guide

V-CAN User Guide [e-mail]

December 2008

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Table of Contents

1. Getting Started………………………………………………………………………………….. 3

ide 1.1.1 V-CAN User Gu

2. Applying for Benefits in the New System…………………………………………………... 5

n Process After Modernization
g
ation

2.1.4 Call Center

2.1.6 Application P
rocessing 2.1.8 Application P
epresentatives

lication Processes

3. Managing Benefits in the New System……………………………………

strat3.1.1 Agency Regi
Status

3.1.4 Redetermination

3.1.5 Call Center Main Menu (7am - 7pm, Monday – Friday, local t
After-Hours Automated System)

4. Client Support Materials……………………………………………………………………… 26

5. V-CAN Resources……………………………………………………………………………… 28

6. Appendix …………………………………………………………………………………………30

V-CAN User Guide 2 [e-mail]

1.1 Introduction

1.1.2 Options for Access Points

2.1 its Overview

Applying for Benef

2.1.1 Applicatio

2.1.2 Internet Screenin

2.1.3 Online Applic

2.1.5 Paper Application
acket

2.1.7 Submitting an Application

2.1.9 Interviews

2.1.10 Authorized R

2.1.11 Other App

2.1.12 Application Tips

iew 3.1 Managing Benefits Overv

ion

3.1.2 Checking Case

3.1.3 Reporting Changes

3.1.6 Call Center Main Menu (

4.1 Client Support Materials Overview

oint Materials 4.1.1 Access P

4.1.2 Referral Member M

4.1.3 How to Order Client Support Mater

aterials

ials

5.1 General

5.1.1 V-CAN Publications and Documents

5.1.2 V-CAN Member Questions

5.1.3 Instructions for Locating the Online Functions

6.1 Quick Reference Cards

6.1.1 Public Assistance Contacts

6.1.2 Call Center Main Menu (business and after-hours)

6.1.3 Indiana Benefits: Information to Get You Started

……………….. 20

ime)

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

1. Getting Started

1.1.

Introduction

The Indiana Family and Social Services Administration (FSSA) Division of Fa
improv
(Medicaid and Hoosier Healthwise). Eligibility Modernization is being implemente
throughout Indiana to provide more choices for Hoosiers to apply for and manage

th Eligibility Modernization, the Voluntary Community Assistance Network (V-CAN) is a

hen assisting applicants

ou have not

assistance.

In conjunction wi

formal network of service providers and community organizations that provide informat
access to the new tools available to apply for Cash Assistance (TANF), Foo
Coverage. V-CAN members can choose to provide any kind of help to the
get up-to-date information about system changes or to offer access to a co
for o

The V-CAN User Guide serves as a desk-top refer ence for V-CAN Access Points w
and clients in their office. This guide provides tips on the ways to apply for and m
new system. Depending on an Access Point’s level of involvement (i.e., th

Points.
The V-CAN User Guide is intended to supplement, not replace, V-CAN Training. If y

attended a V-CAN Training session, please review the V-CA
website (www.in.gov/fssa
of the V-CAN User Guide is also availab le on the FSSA website. If you have questi
information contained in this guide, please contact us at

1.1.1 V-CAN U

The V CA to assist V-CAN members with the new
system: Applying for Benefits in the New System, Managing Benefits in the New System, Client Support
Materials, V-CAN Resources, and an Appendix with Quick Reference Cards.

ing the way Hoosiers apply for Cash Assistance (TANF), Food Stamps and Health Coverage

r manage benefits.

e) and client needs, the information contained in this guoffic

, click “Eligibility Modernization” and “Communications”

ide may not apply to all V-CAN Access

N Training presentations posted on the FSSA

[e-mail]

ser Guide

N User Guide is organized into five primary sections-

mily Resources (DFR) is

d on a regional basis

their public

ion about and

d Stamps and Health

ir clients – whether it is just to

mputer or phone to apply

anage benefits in the

e tools they offer in their

). An electronic copy

ons about the

.

Throughout the guide, there are tips for using the new tools to apply for and manage benefits in the
new system. These tips may be especially helpful for V-CAN Access Points, Authorized Repre sentatives or
clients. These tips are identified throughout the User Guide with an arrow and text box as shown below:

Throughout the document, helpful tips for using the new tools to apply for or
manage benefits in the new system are identified in this text box.

V-CAN User Guide 3 [e-mail]

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

1.1.

2 Options for Access Points

The first step to becoming a V-CAN Access Point is to determine your level of
membership is completely voluntary
resource t needs. There is no one-size-fits­CAN Access Point or are considering becoming one, below

ad)

s and clien

 e of the following:

A Access Point will provide at least onn

Computer

o

- Internet (Internet Exp lorer 6.0 or Netscape 7.0 - Free download)

- Adobe Acrobat Reader version 4.0 or newer (Free downlo

- Printer (Optional, if computer is provided)

o Phone
o FAX
o Mail

 Access Points can choose to provide the method(s) of access (com

make sense for their clients and available resources.

 Access Points can choose to be publicized or non-publicized.

9 P

ublicized Access Points serve the public and are listed on the FSSA website as
locations where applicants and clients can visit to apply for or manage benefits. To
find a list of Publicized Access Points in your county, go to ww
“Family Resources” and “Where do I apply?”, then select y

9 Non-publicized Access Points provide access to a

existing clients only. Non-publicized Access Points will not be listed on the FSSA
website.

and you can choose

all approach to V-CAN membership. If you are a V-

• You can upgrade your V-CAN member status at any time. If you would like to

upgrade to an Access Point or update your status as publicized or non­publicized, email us at [e-mail]

• Non-publicized Access Points will not be listed on the FSSA website.

the level of access that fits your available

are some options for consideration:

puter, phone, etc.) that

w.in.gov/fssa

our county.

ny or all of the new tools for their

.

participation. V-CAN

, click

V-CAN User Guide 4 [e-mail]

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

2. Applying for Benefits in the New System

2.1

Applying for Benefits Overview

w system. Applicants can complete

application or through
ts.

2.1.1

There are several ways applicants can apply for benefits in the ne
an Internet screening and online
Representative, or apply at a local DFR office using a computer, phone, paper
an in-person interview. This section highlights each method of applying for benefi

application, start an application over the phone with a Call Center

Application Process After Modernization

The diagram below shows the application process
(i.e., toll-free line, local DFR office and Inte rnet) and how an application and support ing documents are
submitted and processed. This diagram can be used as a reference for V-CAN members who assist
clients with the application process.

Figure 1: Public Assistance Application Process After Modernization

after modernization starting with each entry point

V-CAN User Guide 5 [e-mail]

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Depending on t
Application), there are multiple w o s;

Paper Application

2.1.

2 Internet Screening

Internet Screening Ö Print Ö Paper Application

Applicants have the following options when completing the Internet screening:

Step 1: Internet Screening

Applicants will complete the scre
modernization) available in English or Spanish. The screening contains genera
household members, relationships, resources, income and expenses.

Applicants should complete the screening prior to completing an application. Th
whether the applicant may be eligible for Expedited Food Stamps. If an appl ic
indicate potential eligibility for Expedited Food Stamps, s/he should visit a local
FSSA Call Center. Applicants potentially eligible for Expe dited Food Stamp
within seven days of the application date.

When an applicant completes all sections of the screening, s/he will view a results page (see Figure 2:
Screening Results). The results page tells the applicant whether s/he may or may not be potentially
eligible for Food Stamps, Cash Assistance (TANF) or Health Coverage (including the Healthy Indiana
Plan (HIP). Upon completion of the screening, applicants can choose how they want to apply for
benefits. Regardless of the screening results, an applicant may apply for any or all of the public
assistance programs. NOTE: The screening results are not an official eligibility determination. Eligibility is
determined by a State Worker after a signed application is submitted to the FSSA Service Center.

he different entry point (i.e., Internet, Online Application, Call Center or Paper

ays t apply for benefit

Ü Online Application

Ö Electronic Signature

Internet Screening Ö Print Ö

Þ Mai

Online Application Ö Ele
Call Center Ö Mail Ö Paper Applicatio

Pap r Application Ö Signa

e ture Page

Ü Online Application

Þ Mail Ö Paper Application

ening (similar to the FSSA QualCheck system used prior to

l Ö Paper Application

ctronic Signature

n

Ö Electronic Signature

DFR office or call the

s may receive Food Stamps

l questions related to

e screening indicates

ant’s screening results

V-CAN User Guide 6 [e-mail]

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Figure 2: Screening Results

Step 2: Ap

After scree ance (TANF), Food Stamps and/or Medicaid. The
general household, resources, income and expenses information entered into the Internet Screening will
be auto-filled into a partially-completed application. Ap
a computer by completing the online application, print a partially-completed
request a mailed, partially-completed application. Each process is outlined below

ply for Benefits

ning, applicants can apply for Cash Assist

Ü Online Application Ö Electronic Sign

Internet Screening Ö Print Ö Paper Application

Option 1: Internet Screening Ö Online Application Ö Electronic Signature

If an applicant chooses to complete the online application, s/he will continue answering questions
related to household, resources, inc ome and expenses online. Before starting th e online application, a
10-digit confirmation number will be provided to the applicant. The applicant should write down the
confirmation number before starting the online application. If an applicant cannot finish the online
application
permits. The applicant will enter the confirmation number into the “Returning User? Enter Confirmation
Number” box contained at the beginning of the online application.

Þ Mail Ö Paper Application

in one sitting, s/he can use the confirmation number to finish the application when time

plicants may continue answering questions on

paper application, or
:

ature

V-CAN User Guide 7 [e-mail]

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Figure 3: Online Application Returning User

Applicants will have 30 days to complete a
applicant completes the online application, s/he will sign the application us
(see Section 2.1.3, Figure 7: Electronic Signature). Once the applicant complete
s/he will print or request a mailed copy of the application packet. This
the online application responses, a Document Cove

n online application once it is started and saved. Once an

ing an electronic signature

s the online application,

packet contains a summary of

rsheet and a Summary of Rights and
Responsibilities. The applicant will gather copies of supporting documents and submit the documents to
the FSSA Service Center or to a local DFR office.

Option 2: Internet Screening Ö Print Ö Paper Application

After the screening, an applicant can print a partially-completed paper application containing the
information entered into the screening. On the paper application, the applicant will answer more
questions about household, resources, income and expenses. When complete, the applicant will sign
the Indiana Application for Assistance signature page and submit it with copies of supporting
documents (see Section 6.1.3) to the FSSA Service Center or local DFR office.

V-CAN User Guide 8 [e-mail]

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

Figure 4: Partially-completed Paper Application

Option 3: Internet Screening Ö Mail Ö Paper Application

nter is not available at the computer where the applicant finishes the scre

If a pri ening, s/he can request
the partially-completed application be mailed to his/her home or another lo
application is received by mail, the applicant will comple
Application for Assistance signature page and submit the application with copies of supporting
documents (see Section 6.1.3) to the FSSA Service Center or local DFR office.

V-CAN User Guide 9 [e-mail]

The application is

ially-completed with

part

household member

information provided

during the Internet

JANE SMITH

JANE SMITH

123 MAIN STREET

123 MAIN STREET
MARION IN 46952

MARION IN 46952

Screening.

cation. Once the paper

te the application, sign the Indiana

• It is recommended, not required, that applicants complete the screening prior to

completing the online application. The screening helps identify applicants potentially
eligible for Expedited Food Stamps, so all applicants are encouraged to complete the
screening prior to applying for public assistance.

• An application, regardless of the method used to apply (i.e., toll-free line, local DFR

office or Internet), is considered submitted when the Indiana Application for Assistance
signature page is received at the Service Center or local DFR office.

INDIANA ELIGIBILITY MODERNIZATION

Voluntary Community Assistance Network (V-CAN)

2.1.

3 Online Application

If an applicant is not applying for Food Stamps, or does not wish to screen for potential eligibility of

e d d Stamps, s/he can bypass the Internet Scre

Exp dite Foo ening and complete the online application.
There are two steps to compl

V-CAN User Guide 10 [e-mail]

Step 1: Complete Online Ap

An applicant will complete the
relationships, resources, income and expenses. The figures below provide examples of the household
member screens of the online application. Applicants will enter general information about each
household member as shown below:

Figure 5: Household Member Information

At the end of each online application section, applicants will review a summary page which allows the
applicant to review what is entered into t he application and make changes if necessary. Applicants
will have 30 days to complete an online application once it is started and saved. Figure 6 shows the
Household Member Information Summary.

eting the online application:

Online Application Ö Electronic Signature

plication

online application by answering questions about household members,