Supercase Address/Supercase Transfer
ADDRESS/FM0A

Address Resolution
ADRES/FM1G

FAMIS Participant Search/PRSNSRCH

Comment on program specific EUMEMROL/FM3Z when a new address is reported and entered into FAMIS

• The name of the person who reported the new address
• The date and how the address was reported
• The new address
• How the address was verified, if it was
• SNAP: Obtain new shelter expense information or request it if not initially provided and the participant cannot be reached by phone

Select Income
SELINC/FMX2
 Income/FMX0

 Income Amount/FMX3

Income Expense/FMX1

FAMIS Programs: Income in 03.2 Interviewing/Processing
 

Income comments should be made on Income, Income Amount, and Income Expense screens

• Comment on Income, access via SELINC
  • When ending income to explain the reason, the end date and verification
  • To record pertinent information not entered on the Income screen which needs further explanation

• Comment on Income Amount (FMX3), access via SELINC, when income has started, stopped, changed or is reviewed and is continuing unchanged.
  • Clearly and completely explain how the income amount budgeted was arrived at
  • Document the exact conversation with the customer and why the amount is correct:
    • Why the calculation method was chosen
    • Irregular amounts
    • Explain why any zero amounts are entered
    • Explain why income is not included, such as a particular pay period (identify by date and amount)
    • Describe the verification
      • If additional verification is requested, explain why and what is needed
    • When entering student income for SNAP Program, document if client statement was accepted, but following procedure CC or HC was entered in the Ver field
    • Exactly what the customer says about ongoing income
      • Expected changes, details about tips, bonuses, variable schedules, shift differentials, overtime, etc.
  • Clearly list any manual calculations, if used- show your math

• Comment on Income Expense (FMX1), access via SELINC when income expenses have started, stopped, changed or are reviewed and continuing unchanged
  • Describe the verification and if additional was requested and why
  • Exactly what the customer says about ongoing expenses
  • When entering student expenses for SNAP, document if client statement was accepted, but following procedure CC or HC was entered in the Ver field.

Shelter Expense

FAMIS Programs: Shelter Expense in 03.2 Interviewing/Processing

Comment on SHELEXP when:

• The amount in FAMIS is different than the amount on the application, MCR form or change report
• A shelter expense needs an explanation, it is questionable or more verification, besides CS, is used/required
• Describe verification provided/needed to verify (if verification beyond CS) is needed, explain why
• Explain why a rent expense is very low
• Vendor Payments

• • When the vendor pays all of the expense, record the vendor’s name and that they pay the entire expense
  • When a vendor pays part of the expense, record the vendor’s name, how much they pay and the total expense amount

Comment on FS EUMEMROL (FM3Z) to explain if

• There is no rent/mortgage expense recorded on SHELEXP
• No shelter expenses are on SHELEXP

Medical Expense
MEDEXP/FMXA

FAMIS Programs: Medical Expense in 03.4 Interviewing/Processing

Comment on MEDEXP/FMXA when an expense has started, stopped or is reviewed and continuing unchanged

• Describe verification
• Explain any questionable information
• Explain all offline mileage/transportation information and calculations (A x B = C)
• Explain for all premium prorations and calculations (A / B= C)

Select Health Insurance
SELINS/FM8L
Health Insurance Detail
MTPR

FAMIS Program: Select Health Insurance (includes TPL info) in 03.4 Interviewing/Processing

Comment on Health Insurance Detail/FMXY, access via SELINS, to document

• Describe verification provided/needed
• All information which is not captured in screen fields that is provided verbally or with hard copy, about the coverage, such as provider's addresses and phone numbers
• Whenever updating or ending
• If Medicare Part A is verified by IIVE, make a comment on the participant’s Health Insurance Comment page summarizing the Medicare information received from IIVE.

Employment Assessment (SkillUP)
EMPLOY/FMMS

FAMIS Program: Employment Assessment (SkillUP) in 03.3 Interviewing/Processing

Customer Info: Participant FAQs for CSCs & RCs

Hand Off: Use SkillUP Referral Hand Off to refer the participant to the nearest provider when coding an interested mandatory (MAN) participant or a volunteering (code MIV or EIV) participant

Comment on EMPLOY/FMMS to record

• Pertinent information not recorded in screen fields
  • Reason for using exemption or exclusion, if not apparent
  • Reason for updating exemption or exclusion
• Describe verification provided/needed to verify exemption or exclusion
• Document the discussion had with the participant regarding their work registration requirements, willingness to participate and whether a SkillUP referral form was completed

FAMIS Programs: Authorized Representative in 03.1 Interviewing/Processing

Customer Info: Participant FAQs for CSCs & RCs

Non-MAGI comment on SELADMAR/FMNH and MHABD EUMEMROL recording

• IM-6AR is complete
  • If there is a spouse record if both signed the IM-6AR
• Or other legal documentation was provided 

SNAP and TA comment on AUTHREP recording:

• Identify the document authorizing the person identified as an authorized representative, conservator, guardian, etc. use a form number if applicable
• Fraud exception information, if applicable
• Auth Rep's identity verification

SNAP - Record the date the IM-6AR is completed 

Comment on MHABD EUMEMROL when a customer provides receipts, bills, invoices, etc. to meet his/her spend down

Label - Expenses Sent to the Spend Down Unit

• The name of the service provider
• Date of service
• Type of services (hospital, doctor, dialysis, etc.)
• Date the information was forwarded to the SDU

QMB/SLMB/AEG Decision

• Eligible for both AEG and MHABD
• Reviewing Budget for Spend Down with Participant

• Use Non-MAGI Specialized Unit > Spend Down Hand Off for Medical Expenses submitted for Spend Down and for Spend Down Inquiries
• When QMB/SLMB "Buy In"/Over 90 Days Hand Off when QMB is over 90 days and is still being taken from SSA check

Comment on MHABD EUMEMROL when a customer provides receipts, bills, invoices, etc. to meet his/her spend down

Label - Expenses Sent to the Spend Down Unit

• The name of the service provider
• Date of service
• Type of services (hospital, doctor, dialysis, etc.)
• Date the information was forwarded to the SDU

• Application Registration: Application Registration in FAMIS in 02 Application Registration 
• Interviewing/Process: Review Request in 03.1 Interviewing/Processing

• Application Registration: Application Registration in FAMIS in 02 Application Registration  
• Interviewing/Processing: Review Application Detail for each Program in 03.1 Interviewing/Processing

FAMIS Programs: Supercase Eligibility Unit Summary FINAL in 03.4 Interviewing/Processing

FAMIS Programs: Select Authorization in 03.4 Interviewing/Processing

FAMIS Programs: Declarations (SNAP/TA) in 03.2 Interviewing/Processing

Comment on Declaration Detail (FMMN) and Sanction/Disqualification (FMAM) when a participant answers yes to any declaration question for anyone in the household/EU during an interview, or when one is reported. Record:

• All the information provided, or verified in detail, including what the participant says about the declaration
• All information needed to determine eligibility which is not captured in screen fields
• Sources of information, be very specific
• Verification used and requested, be very specific
• When good cause is claimed, the reason and if it is allowed

FAMIS Programs: Supercase Eligibility Unit Summary #1 in 03.3 Interviewing/Processing

FAMIS Programs: Education/Student Information in 03.2 Interviewing/Processing

Comment on EDINFO/FMAJ when an household/EU member is attending high school or higher education to:

• Describe verification provided or needed to verify current school attendance, or
• Explain any information not captured, or fully explained on EDFINO which is needed to determine student status

Additional program specific reasons to comment:
SNAP - Explain why a SNAP household member is an eligible or ineligible student
TA - Document enrollment of a child age 18+ or who is approaching age 18 or is a TEEN PARENT

Comment on program specific EUMEMROL/FM3Z when entering and authorizing cancel closings or cancel rejections

• Explain the circumstances leading to the action, be very specific
• Record when the information was reported
• When and what verification was received, be specific

• Application Registration: Application Registration in FAMIS in 02 Application Registration 
• Interviewing/Processing: Clear Address and All Participants in 03.1 Interviewing/Processing

Comment on RELATION/FMA4 when establishing, changing and updating Supercase relationships. VIEWREL and RELINFO do not accept comments.

• Describe verification needed/requested
• Describe verification used to establish relationships
• Describe how the verification establishes the relationship, such as the children are half-siblings, their father is Evan Bowling

FAMIS Programs: Sanction / Disqualification in 03.2 Interviewing/Processing

Comment on SANDISQ/FMAM when any disqualification, exception or sanction starts, stops or more information is provided

• Summary of circumstances causing the participant to be disqualified/sanctioned
• Whether the participant meets an exception
• If participant meets an exception, what verification is needed or has been provided
  • Document responses to Drug Conviction Exception Worksheet
• All information needed to determine eligibility which is not captured in screen fields
• A clear and specific explanation, including reason and dates when a sanction or disqualification is ended or deleted

FAMIS Programs: Change in Circumstances in FAMIS

• Accuity
• Accurint for Government Eligibility (afGE)
• Experian Verify
• HealthTrack
• IIVE
• IMES
• Insights Engine
• FUSION (MO DOR Driver's License Inquiry)
• National Accuracy Clearinghouse (NAC)
• Steady IQ Income Passport

FAMIS Program: Incarceration of MO HealthNet Participants in 04 Change in Circumstances in FAMIS


MEDES Programs:

• Application Case: Incarceration in 03 Processing an Application Case
• Integrated Case: Incarceration in 04 Managing an Integrated Case / CIC

• Email / Fax Workflow
• FSD Info Line IVR Flow
• Genesys Application Interview IVR Flow
• Predictive Dialer IVR Flow

• Assisting Participants with MHN Portal Navigation and Online Payments
• How Participants Navigate to Apply Online
• IM Benefits Portal Guide
• Missouri SuN Bucks
• Non-MAGI Specialized Units Map
• Participant FAQs for CSCs & RCs
• Phone Number Quick Reference
• Where to Send Payments Guide: TWHA, Spend Down and CHIP Payments

• BP/SAB Registering Applications
• IM-1ABDS Process for Non-MAGI Applications
• Non-MAGI Application: Registering from the NL App MAGI Queue
• Processing LIS Applications

• Use the Applications Hand Off for handling other types of applications such as BCCT, DATC, EMCIA, HIPP, LIHEAP, Inmate/DOC, or Refugee.
• Use Non-MAGI Specialized Unit > Nursing Home/Vendor/SNC Hand Off for Vendor/SNC applications

HOH Person Page Subject Line: Annual Renewal or Change in Circumstance

Comment Body should include:

• Actions that were taken on the case
  • Annual Renewal
  • Processed Provided Verification
  • Address Change
  • Add-A-Person or Remove-A-Person
  • A Change in Circumstance such as income updates or tax filing status and relationship updates.
  • If staff do not have enough room to explain the PQ Income situation in the verification note, a HOH Person Page comment should be added to discuss the PQ income
• Outcome of the action (approval/denial, etc)
• Verifications included and/or requested
• Calculators ran outside of MEDES
• What was sent to the ECM/VFR (follow Policy on what should or should not be saved to ECM)

FAMIS Program: Teen Parent in 03.3 Interviewing/Processing

• Cloud User Genesys Guide
• Evaluator Genesys Guide
• Genesys and Current Process
• Jabra Headphones: Setup and Troubleshooting
• Not Ready Status Guide
• Supervisors: Genesys Guide
• Supervisors: Updating a Users Genesys Cloud
• Supervisors: WFM Genesys

Current Task Management

• Current Outcomes Aid
• Current Link and Job Aids
• Current Queue Descriptions
• Current™ Organization Updates & Naming Suffixes
• Genesys and Current Process
• Incorrectly Queued Current Tasks
• Statewide Lobby Triage Remark Guide for Probationary Staff
• Supervisor Resources: Current/Process Improvement
• Training: Current/Process Improvement

• Reviews and Annual Renewals: Auditing Queues
• Reviews and Annual Renewals: Incomplete or Unsigned

• A completed, signed MCR (FA546) is received
  • Date and location the FA546 received
  • The audit date entered
  • If an Adverse Action to close due to REI was voided and the date
  • When no changes are reported, record that on FS EUMEMROL
  • When changes are reported summarize the review and changes on FS EUMEMROL
  • IIVE for every household member
  • IMES for every household member age 16 and over

• An incomplete or unsigned MCR is received
  • Date and location the FA546 received
  • Why the form is being returned to the participant (unanswered questions, no signature, missing pages, etc)
• If changes are made on any other program, add a comment to that program’s EUMEMROL, summarizing the changes made and actions taken

Supercase Resident Maintenance

INHOME/FM0L

FAMIS Programs: Adding / Removing Person from Supercase / EU in 04 Change in Circumstance in FAMIS

Comment on program specific EUMEMROL/FM3Z when adding persons to existing Supercase and household/EUs

• Identify, by name, the person reporting the new person
• related and who they want to apply for
  • Identify all people by name, and DCN if necessary for clarity
• Record exactly what is on the paper application(s) or FA546
• Record your decisions:
  • If not being added to a household/EU, explain why based on policy
  • If being adding to a household/EU
    • Record if they wanted to be added, and if not:
      • Why the person is mandatory per policy for that program

Court Ordered Expense

FAMIS Programs: Court Ordered Expense in 03.2 Interviewing/Processing

Hand Off: Use Child Support Hand Off for where to send the CS-201 on approved applications

Comment on SUPEXP/FMXL when an EU reports court ordered or voluntary expenses, or when previously recorded expenses start, stop, change or continue (reviews, recerts, etc.)

• Record exactly what the customer says
• Describe all verification requested and needed, including court order and case numbers
• Details about current and arrearage payments
• Vendor payments (payments directly to providers, such as for rent, medical expenses, etc.)
• Health insurance premiums

• Show the math for calculating proration when premiums are for more than one person
• Identify everyone on the payments by name (parents, children, etc.)
• All details not recorded on SUPEXP

Liquid Resource / FMW0

FAMIS Programs: Liquid Resource in 03.1 Interviewing/Processing

Hand Off: Use Non-MAGI Specialized Units > Trust & Annuity Hand Off for Trust & Annuity inquiries 

Comment on Liquid Resource/FMW0, access via SELFRES, to record and explain:

• Describe verification provided/needed (if other than CS)
• All information necessary to explain how the resource affects eligibility not captured in screen fields including but not limited to: 
  • Excluded amounts not fully explained by the coding
  • Joint ownership details, such as non-EU member name and phone number, conditions of ownership
• Describe Accuity results, such as:
  • Accuity reviewed and request has not been received as of this date MM/DD?YY.
  • OR
  • Accuity reviewed. Request received MM/DD/YY, verifies $X amount. Accuity report uploaded to ECM MM/DD/YY

Prepaid Burial / FMW1

FAMIS Programs: Prepaid Burial in 03.1 Interviewing/Processing

Comment on Prepaid Burial/FMW1, access via SELFRES, to record and explain

• Describe verification provided/needed
• All information necessary to explain how the resource affects eligibility

Vehicle / FMW3

FAMIS Programs: Vehicle in 03.4 Interviewing/Processing

Comment on Vehicle/FMW3, access via SELFRES, to record and explain

• Describe verification provided/needed
• All information necessary to explain how the resource affects eligibility
• Joint ownership details, such as non-EU member name and phone number, conditions of ownership

Real Property / FMW4

FAMIS Programs: Real Property in 03.4 Interviewing/Processing

Comment on Real Property/FMW4, access via SELFRES, to record and explain

• Describe verification provided/needed
• All information necessary to explain how the resource affects eligibility
• Joint ownership details, such as non-EU member name and phone number, conditions of ownership

Personal Property / FMW2

FAMIS Programs: Personal Property in 03.4 Interviewing/Processing

Comment on Personal Property/FMW2, access via SELFRES, to record and explain

• Describe verification provided/needed
• All information necessary to explain how the resource affects eligibility
• Joint ownership details, such as non-EU member name and phone number, conditions of ownership

Life Insurance / FMW1

FAMIS Programs: Life Insurance in 03.4 Interviewing/Processing

Comment on Life Insurance/FMW1, access via SELFRES, to record and explain

• Describe verification provided/needed (if other than CS)
• All information necessary to explain how the resource affects eligibility not captured in screen fields
• Joint ownership details, such as non-EU member name and phone number, conditions of ownership

Select Interface

• 03.1 Interviewing / Processing (Prior to Processing thru INTRFACE)
• 03.2 Interviewing / Processing (INCOME thru Cat Elig)
• 03.3 Interviewing / Processing (DISABLED thru Supercase EU Summary #1)
• 03.4 Interviewing / Processing (Vehicle thru Closing the Interview)

SNAP Interviews:

Comment on FSINTRVW/FM1B or FS EUMEMROL/FM3Z 

• Interview
  • Name of the person interviewed
  • When waiving a recertification interview, explain the reason
• Identity
  • How identity is verified 
• Residency
  • Residency is client statement, but document hard copy if it is provided or requested
• IMES for each household/EU member age 16 and over and record
  • The name of the person
  • Employment history information on IMES
  • What the person being interviewed says about the information on IMES and how it reflects current employment
• IIVE for each household/EU member
  • Information on IIVE
  • What the person says about the information on IIVE
• If the Homeless field on Application Detail was changed during the interview, what it was changed to, Y or N and why

• Cold calls made to attempt to complete SNAP interviews
• When attempting to complete a SNAP interview and the applicant's number is disconnected or not in service. Record the number called.

Dependent Care Expense
DCEXP/FMXM

FAMIS Program: Dependent Care Expense in 03.4 Interviewing/Processing

Comment on DCEXP/FMXM when an expense is reported, has started, stopped, changed, or is reviewed and is continuing unchanged.

Also document:

• Verification provided/needed
• Details not entered or needed clarification, such as how mileage is calculated (show your math) and provider names

If Dependent Care Expenses are claimed for a reason the deduction is not allowed, add a comment explaining why on EUMEMROL.

TA Work Requirement
COMPACT/FM8B

FAMIS Program: TA Work Requirement / COMPACT in 03.3 Interviewing/Processing

Field Process: TA Work Program

Customer Info: Participant FAQs for CSCs & RCs

Comment on COMPACT/FM8B recording IM3PRP information when the reason for work requirement code is not obvious or needs explanation

• Date the IM3PRP completed
• Date the IM3PRP forwarded to MWA at TA approval
• Pending IM-3PRP or IM-3 Orientation
• Clarify and explain the work requirement code, if the code is not obvious
• Pending or current registration with jobs.mo.gov
• Clearly explain the reason for exploring exemption, exclusion or extension and the verification provided/needed to support it
• Explanation of re-evaluation date
• Work hours calculation (if applicable) and document verification
• Requests for extension and verification provided/requested to support it

Comment on COMPACT/FM8B and EUMEMROL/FM3Z when an individual is at or near the TA Lifetime Limit

• Record information related to hardship extensions
• That the information was forwarded, with the IM-2EH to the Processing Center

Outstanding Verification
OUTVERF/FM3M

Verification Forms List
VERFORM/FM4B (Coming Soon)

FAMIS Programs: Outstanding Verification in 03.4 Interviewing/Processing

SOP: First Contact Resolution (FCR) SOP

Residency
RESIDENT / FMAO

SNAP Application Detail

FAMIS Program: Residency in 03.2 Interviewing/Processing

Comment on RESIDENT/FMAO

• Describe verification provided/needed to verify residency
• Pertinent information about the customer’s residency in Missouri and/or intent to remain

Comment on FSINTRVW/FM1B or FS EUMEMROL/FM3Z when starting a SNAP Application interview

• Residency is client statement, but document if hard copy is provided or requested

Comment on TIMETRAK/FM6H when TA is received from another state documenting

• Months federal TA (TANF) received from other states
• Any changes or updates made
• Describe verification provided/needed

Document Queue
DOCQUE/FMVM

FAMIS Programs: DOCQUE in 03.4 Interviewing/Processing

Hand Off: Use Mail Out Request Hand Off for offices that do not send out their own mail

Earned Income Disregards

DISREGRD/FMXT

FAMIS Program: Earned Income Disregards in 03.4 Interviewing/Processing

Comment on DISREGRD/FMXT when an earned income disregard allowed or ended.

• Explain why the disregard is allowed or the circumstances ending it
• Record date and details, including verification used to make the decision to end or not allow

Temporary Assistance Information

TAINFO/FM8D

FAMIS Program: TAINFO in 03.3 Interviewing/Processing

MO HealthNet Declaration
ADULTDEC/FMJ9

MO HealthNet Declarations Detail/FMMN

FAMIS Program: MO HealthNet Declarations in 03.2 Interviewing/Processing

Comment on MO HealthNet Declarations Detail/FMMN, accessed via ADULTDEC/FMJ9, when a participant does not agree to apply for other benefits. Record

• All information provided as to why the participant does not agree to apply for all other benefits
• When good cause is claimed, the reason and if it is allowed
• Information as to why good cause is not allowed

Pregnancy Driver Question

Pregnancy Detail

FAMIS Program: Pregnancy in 03.3 Interviewing/Processing

SSN Information

SSNUMBER/FMAS

FAMIS Programs: SSN Information in 03.2 Interviewing/Processing

Comment on SSNUMBER/FMAS

• Describe verification provided/needed to verify (if verification beyond CS is provided or needed)
• Proof of SSN application
• If an EU/household member chooses not to provide or apply

• Application Registration: 02 – Application Registration 
• Interviewing/Process: 1ABDS in 03.1 Interviewing/Processing

• BP/SAB Registering Applications
• IM-1ABDS Process for Non-MAGI Applications
• Non-MAGI Application: Registering from the NL App MAGI Queue
• Processing LIS Applications

FAMIS Program: Drug Screening and Test Waiver in 03.1 Interviewing/Processing

FAMIS Program: Child Support Assignments/Referral and Cooperation in 03.3 Interviewing/Processing

Comment on ASSIGN/FM86 when a CS-201, IM-2E Part 1 & 2, Good Cause or VS-465 series form is completed or updated:

• Record each form number discussed, completed/updated and the date
• Record the name, DOB, address, etc. of each Non-Custodial Parent (NCP)/Parent Paying Support (PPS)
• Date the VS-465 was signed and sent to BVR
• Discussion of good cause reason for the customer's non-cooperation and the steps taken to document it
• All verification provided/requested

Away From Home
AWAYHOME / FM8F

Away From Home Driver Question
FMRB

Alternative Care (Children's Division) Inquiry 
FACES Inquiry
FACESINQ / FMKD

FAMIS Program: Away from Home in 03.2 Interviewing/Processing

Comment on AWAYHOME/FM8F when an EU member is away from home:

• Make a clear comment recording the customer's statement about the situation and how it was/needs to be verified
• Explain why the person is away (joint custody, attending school, stays at a regional center diagnostic center, Families Together, etc.)
• Record specifics, such as the name of the joint parent and address

FAMIS Programs: Caseload Setup in 03.1 Interviewing/Processing

FAMIS Program: Categorically Eligible in 03.2 Interviewing/Processing

FAMIS Programs: Beginning the Controlled Flow in 03.1 Interviewing/Processing

EBTI

Payment History
PAYHIST/FM5F

FAMIS Programs: EBT/EBTI

Comment on program specific EUMEMROL/FM3Z to document when an EBT card is reissued or received

• Date the EBT card is reissued to the customer
• Date the EBT card is received at an FSD office
• IM-3EBT reviewed with the customer

EUMEMROL comments:

Insert case specific information in to the comment where indicated in red

• When EBT card is requested: (copy and paste comment to comment box on the EBT Card Request)
  • COMMENT LABEL: EBT CARD REQUESTED @ ___city___ RC
  • COMMENT:

• When drop shipment received:
  • COMMENT LABEL: EBT CARD DROP SHIPMENT – REC’D @ ___city___ RC
  • COMMENT:

• When EBT card is picked up from FSD RC:
  • COMMENT LABEL: CLIENT IN RC TO PICK UP EBT CARD: ##/##/####
  • COMMENT:

FAMIS Programs: Direct Deposit in 03.1 Interviewing/Processing

Comment on MHABD and TA EUMEMROL/FM3Z when benefits are to be direct deposited

• Date IM-20 received by FSD
• Date IM-20 completed or updated

FAMIS and MEDES Programs: MO HealthNet Card Replacement (MREP) Guide

If active in FAMIS, comment on MHABD EUMEMROL/FM3Z and if active in MEDES, make a note when:

• Participant requests a MoHealthNet card
• MoHealthNet card is issued through MREP

Citizenship Driver Question

Citizenship Verification
CITVERF/FM8X

Non-citizen Information
NONCITZN/FMML

Sponsor Information
SPONSOR/FM85

Systematic Alien Verification for Entitlements (SAVE)

FAMIS Programs: Citizenship in 03.2 Interviewing/Processing


Hand Off: Use Applications Hand Off for Refugee processes

For MHABD, comment on CITVERF/FM8X when there is a citizen in the EU. 

• Describe all verification requested and needed
• Describe documentation used to verify citizenship and identity
• Record why the participant meets an exemption and does not need to provide verification of citizenship

Comment on NONCITZN/FMML when there is a non-citizen in the EU.

• Additional information contained on the document/verification that is not recorded on the Non-Citizen Information screen
• If the EU chooses not to consent to sponsor contact or declines to declare immigration status
• Information obtained through SAVE and the date obtained

For SNAP, comment on SPONSOR/FM85 when the household member consents to FSD contacting his/her sponsor.

• Record the participant has provided the I-864
• Record if a G-845 and G-845S was sent to the appropriate USCIS office to verify sponsorship

FAMIS Programs: Closing the Interview/Finishing the Controlled Flow in 03.4 Interviewing/Processing

Add a Summary comment to all program specific EUMEMROL/FM3Z screens summarizing all actions taken, discussions with the customer, forms mailed out, and what steps remain to process the action.

Add a Management comment on FS EUMEMROL when a SNAP household’s expenses are more than their net income to explain how the household is paying, or plans to pay for shelter, child support, dependent care and medical expenses with the reported income. Add this comment after reviewing the budget on the last EU Summary screen.

Disabled
DISABLED/FMMX

FAMIS Programs:

• Disabled in 03.3 Interviewing/Processing
• Medical Review Team (MRT) in 03.3 Interviewing/Processing
  • IM-61MRT - Medical Review Team Packet to Determine Disability

Customer Info: Participant FAQs for CSCs & RCs

Hand Off: Use Non-MAGI Specialized Unit > MRT Hand Off for received MRT documents

Comment on DISABLED/FMMX to document verification or to explain entries on DISABLED.

• Describe verification provided or requested
• Do not record private medical information

Comment on DVERSION/FMDK and TA EUMEMROL/FM3Z to record:

• Customer’s reason to request TA Diversion payment
• Whether the reason meets Good Cause requirements
• Verification requested/received of the reason AND amount requested
• The request was forwarded to the Processing Center

FAMIS Programs: EUMEMROL in 03.1 Interviewing/Processing

CSC comment labels on EUMEMROL must include: Tier, Time, Topic

Also record:

• Any changes to the SC/EU (adding/removing persons), details of EU composition, address changes, other information discovered prior to the interview.
• Additional information found on IIVE, MACSS, IM-6AR, etc., if applicable.
• Additional information contained on the document/verification that is not recorded on the NonCitizen Information screen.

FAMIS Program: Expedited Summary in 03.2 Interviewing/Processing

Comment on FS EUMEMROL/FM3Z when approving an expedited SNAP Application and postponing verification.

Record:

• Attempted cold call details
• What verification was postponed

Home and Community Based/PACE Information

HCBINFO/FMJ7

FAMIS Program: Home & Community Based (HCB) Waiver Services / Program of All-Inclusive Care for the Elderly (PACE) in 03.3 Interviewing/Processing

Hand Off: Use Non-MAGI Specialized Unit > HCB Hand Off for HCB request

• The date the IM-54 is received from DHSS
• Eligible or ineligible decision made by DHSS
• IM-54 was scanned to the ECM

FAMIS Programs: Language Preference in 03.1 Interviewing/Processing

How to Use Interactive Voice Response (IVR)

Comment on program specific EUMEMROL/FM3Z when a language, other than English, is spoken by the EU/applicant and an interpreter is used

• Name of the other language
• How the interview/information sharing was completed, such as an interpreter was used

MHABD Utility Expense Standard
UTILSTD/FMXJ

FAMIS Programs: MHABD Utility Expense Standard in 03.2 Interviewing/Processing

Comment on SHELEXP/FMXK when utility expenses are reported by the community spouse

• Describe verification provided. Utility expenses are required to be verified with hard copy for the Vendor programs.

Energy Assistance

Facility and Placement Information

FACPLACE

FMJ4 - Residing in an SNC Facility

FMJ5 - Residing in a Vendor Facility

• Offices and Units
• Non-MAGI Specialized Units Map in Customer Information

FAMIS Programs: Job Quit/Work Reduction in 03.3 Interviewing/Processing

Comment on Job Quit Detail/Work Reduction Detail when entering a job quit or work reduction:

• Participant's statement about the situation
• Source of information and verification (who, what, when) provided/needed
• Whether good cause exists

• Application Registration: Complete Application Details in 02 Application and Add-A-Person Registration in FAMIS
• Interviewing/Processing: Review App Detail for Each Program in 03.1 Interviewing/Processing

FAMIS Programs: Received Out of State Migrant / Seasonal Farm Worker/ Destitute Household in 03.1 Interviewing/Processing

Comment on RECOUTST:

• When the participant says they moved to Missouri
• The state from which SNAP/MHABD/TA received
• Address in the other state
• Names of household/EU members who were receiving in another state
• Approximate months TA received
• ABAWD non-work months
• NAC match/collision results
• Document phone calls to other states
  • Contact name, agency, number and information provided
• Document how/when request for verification was sent
• Contact name, agency, number and information provided
• Describe verification provided/needed to verify benefits received and when/if benefits ended
• Actions taken

FAMIS Program: Striker in 03.1 Interviewing/Processing

Able Bodied Adults Without Dependents

Training/Work Requirements
WORKREQ / FMMR

• Explain SNAP ABAWD work requirement code
• When deleting non-work months, identify which months were deleted and why (deleted 10-2020 because SNAP benefits were pro-rated and 10-2020 should not been entered as a non-work month)
• What was used to verify adding or deleting non-work months
• Document out of state non-work months verification, record the state, non-work MM/YYYY and how verified
• Regained eligibility
  • Describe verification used to verify regained eligibility
  • Identify the additional non-work month (MMYYYY), after the person regained eligibility, was entered

Transfer of Property (MA) Driver Question

List MA Transfer of Assets

MATRAN/FMWP

Adult MA Transfer of Assets

FAMIS Program: Transfer of Property for MO HealthNet in 03.3 Interviewing/Processing

Comment on Adult MA Transfer of Assets/FMWQ (accessed from MATRAN)

Driver Question/FMRB
Transfer of Property/FMWC
SELTRANS/FMWL

FAMIS Program: SNAP Transfer of Property in 03.4 Interviewing/Processing

FAMIS Programs: Birth/Death Information in 03.2 Interviewing/Processing

Comment on BIRTH/FMAQ describing verification and pertinent information not already recorded on BIRTH

FAMIS Program: Driver Information in 03.3 Interviewing/Processing

Hand Off: Use Non-MAGI Specialized Units > Blind Pension Hand Off for BP/SAB inquiries

Comment on program specific EUMEMROL/FM3Z when a customer requests a hearing

• Name of the person requesting the hearing
• Date the hearing requested
• Why the hearing was requested
  • Do not include specific information related to medical conditions/MRT decisions, Medical or MRT is sufficient
• Date the Hearing Request Handoff was completed

FAMIS Program: Ophthalmologist Information in 03.3 Interviewing/Processing

Hand Off: Use Non-MAGI Specialized Units > Blind Pension Hand Off for BP/SAB inquiries

Comment on OPTHINFO/FMJQ when an individual applies for health care coverage based on AB, SAB or BP criteria. Record

• All information regarding the ophthalmologist referral
• Verification of eligibility determination, whether eligible or ineligible

• Application Registration: Application Registration in FAMIS in 02 Application Registration 
• Interview/Processing: Clear Address and All Participants in 03.1 Interviewing/Processing

Comment on PRSNDTL/FM0I recording information not captured in screen fields, such as

• Best time to call
• Who answers a message phone
• Employer name for a work phone number

FAMIS Programs: WIBCA

Comment on the program specific EUMEMROL/FM3Z when a correction budget is entered and authorized

• Reason for the WIBCA
• Application date and program
• The names of all household/EU members
• How the information entered on Worker Initiated Budget Calculation Area/FMXN was verified
• Any other information that is not perfectly clear by looking at Worker Initiated Budget Calculation Area/FMXN or needs explanation
• Why there is no overpayment or underpayment if applicable

FAMIS Program: SSI Information in 03.3 Interviewing/Processing

• Application Case: SSN Details in 03 Processing an Application Case
• Integrated Case: SSN Details in 04 Managing an Integrated Case / CIC 

HOH Person Page Note

Note Subject: Legal Separation

Note Body: List any participants change of coverage, if any member relationships, tax status, or tax relationships were changed. If divorce results in removal of a person, follow notes guidance for remove a person. 

Evidence Note: N/A

• MHN Annual Renewal Processes for Transition Period Beginning 4/1/23
• Reviews and Annual Renewals: Auditing Queues
• Reviews and Annual Renewals: Incomplete or Unsigned

FAMIS:
Comment on program specific EUMEMROL/FM3Z when a signed review form is received

• FSD office and date the signed form is received
• Audit date entered
• If the Adverse Action to close to due REI was voided

Comment on program specific EUMEMROL/FM3Z regarding the review and the EU’s situation. For factors where a change was entered, enter comments to support the action on the appropriate screen.

NOTE: For Non-MAGI, if the review results in no change in benefits, no notice will be created and placed in DOCQUE.

MEDES:
HOH Person Page Note Lable: Annual Renewal or Change in Circumstance

Comment Body should include:

• Actions that were taken on the case
  • Annual Renewal
  • Processed Provided Verification
  • Address Change
  • Add-A-Person or Remove-A-Person
  • A Change in Circumstance such as income updates or tax filing status and relationship updates.
  • If staff do not have enough room to explain the PQ Income situation in the verification note, a HOH Person Page comment should be added to discuss the PQ income
• Outcome of the action (approval/denial, etc)
• Verifications included and/or requested
• Calculators ran outside of MEDES
• What was sent to the ECM/VFR (follow Policy on what should or should not be saved to ECM)

FAMIS Program: Deprived of Parental Support in 03.3 Interviewing/Processing

FAMIS Non-MAGI: Disabled Children

• Access, System Issues and Troubleshooting
• Document Scanning
• Document Screening
• Document Storage
• Document Triage
• Installing a New Scanner
• Maintenance for Printers and Scanners
• Password Issues in the ECM
• PDF Creator
• Printing from ECM
• RC Indexing / Scanning Guide for Intake Customers
• Removing and Installing a Printer
• Reporting Technical Issues with ECM
• Search for Documents
• Upload a Document Using Encapture Collect
• Working Application and Review Queues

FAMIS Program: Federal Poverty Level/FPL: FAMIS Changes Due to FPL Adjustment

• ITrackRS Entries When Client Provides No Information
• ITrackRS Entry for Unsigned Applications
• Chapter 1 Introduction to the System
• Chapter 2 System Overview
• Chapter 3 RC Greeter
• Chapter 4 Walk-Ins
• Chapter 5 Mail-Ins
• Chapter 6 Call-Ins
• Chapter 7 Transfers
• Chapter 8 Voter Registration
• Chapter 9 Merit Call Center
• Chapter 10 Vendor Communication
• Chapter 11 Authorized Representative
• Chapter 12 Resources
• Chapter 13 Reports
• Chapter 14 Search Feature
• Chapter 15 Administration
• Chapter 16 Office Filters
• Chapter 17 Staff Availability
• Chapter 18 Central Office
• Chapter 19 Help
• Chapter 20 Troubleshooting
• Appendix I: Statewide Memos
• Appendix II: Hot Tips

Comment on FSINTRVW/FM1B or FS EUMEMROL/FM3Z when starting a SNAP Application interview

• Interview
  • Name of the person interviewed

• How identity is verified 
• Residency is client statement, but document hard copy if it is provided or requested
• IMES for each household/EU member age 16 and over and record
  • The name of the person
  • Employment history information on IMES
  • What the person being interviewed says about the information on IMES and how it reflects current employment
• IIVE for each household member
• Information on IIVE
• What the person being interviewed says about the information on IIVE
• If the Homeless field on Application Detail was changed during the interview, what it was changed to, Y or N, and why

Field Process: IM-110-IM-111 SNAP Replacement Request

FAMIS Program: Transitional Employment Benefit

• COLA Adjustments
• Income in 03.2 Interviewing/Processing

Comment on program specific EUMEMROL/FM3Z when using offline forms, forms not generated by FAMIS

• Form's name and number
• Why the form was used, what it says and any other pertinent information
• Date it was printed, signed, and mailed/given to the applicant/recipient (record person's name and DCN)
• Date it was uploaded and indexed in the ECM

HOH Person Page Note
Label: Remove Participant
Comment Body should include:

• List any participants removed, if any member relationships changed or tax status, or tax relationships were changed.
• Verifications included or any needed
• any other changes such as income updates or tax filing status and relationship updates.
• Was the finalization completed?
• What was the outcome of the action(s)?  Approval or Denial
• Who was removed?
• Removed person started closing process and did this affect other HH eligibility;
• CIC caused a better LOC, no change in LOC, AA, or closure of HH coverage
• Calculators ran outside of MEDES
• Date IMES/IIVE ran and if they are included in ECM (follow Policy on what should or should not be saved to ECM)

• Application Case: Date of Birth in 03 Processing an Application Case
  
• Integrated Case: Date of Birth in 04 Managing an Integrated Case / CIC 
  
  

• Application Case: Telephone Number in 03 Processing an Application Case
• Integrated Case: Telephone Number in 04 Managing an Integrated Case / CIC

HOH Person Page:

Note Subject: Person removed from Integrated Case

Comment Body should include:

• List any participants removed, if any member relationships changed or tax status, or tax relationships were changed.
• Verifications included or any needed
• any other changes such as income updates or tax filing status and relationship updates.
• Was the finalization completed?
• What was the outcome of the action(s)?  Approval or Denial
• Who was removed? 
• Removed person started closing process and did this affect other HH eligibility; 
• CiC caused a better LOC, no change in LOC, AA, or closure of HH coverage
• Calculators ran outside of MEDES
• Date IMES/IIVE ran and if they are included in ECM (follow Policy on what should or should not be saved to ECM)

• Everyone whose Extended Eligibility Evidence was closed
• Any coverage changes

• Application Case: Name Change on an Application Case in 03 Processing an Application Case
• Integrated Case: Name Change on an Integrated Case in 04 Managing an Integrated Case / CIC

• Application Registration: Prior Quarter in 02 Application Registration in MEDES
• Application Case: Prior Quarter in 03 Processing an Application Case
• Integrated Case: Prior Quarter in 04 Managing an Integrated Case/ CIC

• Notes should be entered on the 90-Day Reasonable Opportunity Verification Item to explain why we are using this Verification Item.
• If we allow an extension of time due to good faith effort a comment must be entered to
  explain this

• Notes can also include:

  • • Date information was requested and why
    • Reason requested
    • Date verifications rec'd/list of what was received
    • Additional Information: Explain add'l or unusual information regarding 90 day reasonable opportunity.

• Application Case: Check MO Insurance Policy Details in 03 Processing an Application Case
• Intergrated Case: Medicare in 04 Managing an Integrated Case / CIC

• Application Case: Application Filer Consent in Processing an Application Case
• Integrated Case: Application Filer Consent in Managing an Integrated Case / CIC

• Application Case: Bypass and Override in 03 Processing an Application Case
• Integrated Case: Bypass and Override in 04 Managing an Integrated Case / CIC 

• Application Case: Clean Up Incoming Evidence in 03 Processing an Application Case
• Integrated Case: Incoming Evidence Management in 04 Managing an Integrated Case / CIC 

• Application Case: Determined Ineligibility on an Application Case in 03 Processing an Application Case

• Application Case: Non Citizen Lawful Presence in 03 Processing an Application Case
• Integrated Case: Citizenship Status in 04 Managing an Integrated Case / CIC 

HOH Person Page Note:

Subject Line: Citizenship Edit

Comment Body: Notate whose Citizenship evidence was edited and why. List any coverage changes.

HOH Person Pae Note:

Note Subject: Age Out

Note Body: Person removed and any coverage changes to the household member(s).

• Application Case: Participant Screening in 03 Processing an Application Case
• Integrated Case: Adoption in 04 Managing an Integrated Case / CIC

HOH Person Page Note

Comment Label: TMH Income Reported

Comment Body: Documentation of the TMH quarterly report should be entered on the TMH Income Reporting Evidence. This should include the date the form was returned to FSD completed fully.  Also include when the participant reported the income change to FSD, when the income was discovered, which notices were sent to the participant,  when the notices were sent, Income Evidence, Income source, start/stop date(s) and information pertaining to the calculation. See CCIU guide for more information.

Comment Label: Incorrectly Granted TMH Coverage

Comment Body: Case action taken, participants incorrectly granted TMH coverage, and the start and end dates of TMH coverage.

Evidence Verification Note: If Reasonable Compatibility is used comment on the results and location in the ECM into the HoH Page Tab > Client Contact Subtab > Notes

• Application Case: Verify Outstanding Evidence in 03 Processing an Application Case
• Integrated Case: Verify Outstanding Evidence in 04 Managing an Integrated Case / CIC 

• Application Case: Review Notice Queue in 03 Processing an Application
• Integrated Case: Review Notice Queue in 04 Managing an Integrated Case / CIC 

• Application Registration: Notes/Comments in 02 Application Registration in MEDES
• Application Case: Notes/Comments in 03 Processing an Application Case
• Integrated Case: Notes/Comments in 04 Managing an Integrated Case / CIC 

• MEDES Incident Ticket
• Help Desk: 877-521-6140

• Application Case: Add a Person to an Existing Application Case in 03 Processing an Application Case
• Integrated Case: Add A Person to an Integrated Case in 04 Managing an Integrated Case / CIC 

• HOH Person Page Note: Add A Person to an Application Case
  Comment Body should include:
  

  • Person being added 
  • Verifications included or any needed
  • any other changes such as income updates or tax filing status and relationship updates.
  • Date IMES/IIVE/Work number ran and if they are included in ECM (follow Policy on what should or should not be saved to ECM)
  • See the CCIU guide or MEDES Notes and Comments SOP for more guidance

   

• Subject Line: Add A Person to an Integrated Case
• Comment Body should include:
  • Person being added and any coverage changes
  • Verifications included or any needed
  • any other changes such as income updates or tax filing status and relationship updates.
  • Was the finalization completed?
  • What was the outcome of the action(s)?  Approval or Denial
  • Added HH member approved or denied;
  • CiC caused a better LOC, no change in LOC, AA, or closure of HH coverage
  • Calculators ran outside of MEDES
  • Date IMES/IIVE ran and if they are included in ECM (follow Policy on what should or should not be saved to ECM)
  • See the CCIU guide or MEDES Notes and Comments SOP for more guidance

• Application Registration: Authorized Representative in 02 Application Registration in MEDES
• Application Case: Authorized Representative in 03 Processing an Application Case 
• Integrated Case: Authorized Representative in 04 Managing an Integrated Case / CIC

• Application Case: Income or Verifying Income Deductions in 03 Processing an Application Case
• Integrated Case: Income or Verifying Income Deductions in 04 Managing an Integrated Case / CIC

• HOH Person Page Note:
  • Label: Reasonable Compatibility
• Evidence Note: Detail of the budget for the particular source of income.
  • List the method that the income was verified, list each date of pay shown, amounts for each dates of pay, and frequency of pay. Total the income amounts for each date of pay, divide the total amounts by the number of pay dates for the average amount of income each frequency dates.
  • Example: Paystubs provided for 1/1/2020 $400.00, 1/15/2020 $400.00, and 2/1/2020 $400.00. For a total of $1200.00 paid at an average of $400.00 semi-monthly.
  • If using EOI’s and the Reasonable Compatibility Calculator was used, state why used and the percentage difference in the participant’s Self-Attested Income and the EOI’s. Also state a copy of the calculator is filed in the VFR.

• Application Case: Pregnancy in 03 Processing an Application Case
• Integrated Case: Pregnancy in 04 Managing an Integrated Case / CIC

HOH Person Page Label: Pregnancy (added, edited, ended)

Note Body: Pregnancy evidence is typically verified by Self-Attestation. When we use Self Attestation as a Verification Item no comment is necessary. If we use any other Verification Item for Pregnancy evidence a comment explaining this must be added or
it will result in an error.  See CCIU Guide pregnancy for more information or MEDES Notes and Comments SOP for more guidance

Comment Body should include:

• Newborn being added and any coverage changes
• Verifications included or any needed
• any other changes such as income updates or tax filing status and relationship updates.
• Was the finalization completed?
• What was the outcome of the action(s)?  Approval or Denial
• Added HH member approved or denied;
• CIC caused a better LOC, no change in LOC, AA, or closure of HH coverage
• Calculators ran outside of MEDES
• Date IMES/IIVE ran and if they are included in ECM (follow Policy on what should or should not be saved to ECM)

• Application Case: Tax Filing Status & Tax Relationship in 03 Processing an Application Case
• Integrated Case: Tax Filing Status & Tax Relationship in 04 Managing an Integrated Case / CIC 

• HOH Person Page Note:
  • Label: Tax Status and/or Tax Relationship Change
  • Body: Note who in the household’s tax status and/or relationship has changed, explanation of the change and any changes in coverage
• Evidence Note: N/A

• Application Case: Validate Changes and Check Eligibility in 03 Processing an Application Case

1. 1. The IM31A was sent
   2. What items verification is needed for

• Closing Presumptive Eligibility
• Eligible for Both AEG and MHABD
• MEDES Application with Incarceration Evidence
• Non-MAGI App: Registering from the NL App MAGI Queue

Comments on the HOH Person Page are not limited to the below items. Staff need to exercise judgement to add comments for actions taken in MEDES that are not otherwise clear or apparent. Comment should include:

• Application (online, FFM, telephone, paper);
• Verification included
• Prior Quarter actions that would not fit in the PQ Income Verification notes.
• Was the finalization completed?
  • Summary of Findings/What was the outcome of the action(s)?
    • Approval or Denial;
• What was sent to the ECM/VFR that was not already documented? Follow Policy on what can and can’t be stored in the VFR. Example MODL is not to be sent to the VFR/printed.
  • Other documentation provided by the HH.
  • IMES for appropriate HH members; and
• Were there any rules issues or system issues that required the following: (These should be their own comment and not included as a bulk HOH person page comment)
  • Any manual notices that had to be sent.
  • A MEDES Incident Ticket; and
  • A Bypass (brief summary of bypass actions);
  • An Override (brief summary of MOOE entered);
• IMES and IIVE:
  • Note: IIVE is not to be scanned to the ECM/VFR or screen captured as a note. Details of viewing this document will be captured in the Income evidence comment.
  • What they displayed
  • For IIVE, eligibility or potential eligibility for Medicare Part A and/or Part B
  • Who ran for
  • Date inquiry ran
• See the CCIU guide, HOH person page notes section for more information or MEDES Notes and Comments SOP 

• Application Case: Address Change in 03 Processing an Application Case
• Integrated Case: Address Change in 04 Managing an Integrated Case / CIC 

HOH Person Page Subject: Change of Address

Note Body: Enter the following information as it applies:

• Date Address Change Rec'd: Date new address became known to FSD
• Rec'd by Method (EX-Change Report IM-145)
• New Address
• Any change in coverage as a result of change
• Add'l Info: explain add'l or unusual info regarding change of address
• If there is a different mailing address from the physical address case notes should be
  present to explain the situation

• Application Registration: Determine How to Register in MEDES in 02 Application Registration in MEDES
• Application Case: Multiple Applications (or New Application on Existing IC) in Processing an Application Case
• Integrated Case: Processing CIC in Managing an Integrated Case / CIC 

• Application Case: Verifying Income Deductions in 03 Processing an Application Case / AC
• Integrated Case: Verifying Income Deductions in 04 Managing an Integrated Case / CIC 

• Label: Medicare CIC / AEG closure
• Body: Name of the participant receiving Medicare and AEG coverage closing, how it was reported to FSD, other details regarding the information learned & If MHABD referral is needed or actively receiving.