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Document Triage

INTRODUCTION #

Incoming mail and documents delivered by customers must be triaged and screened before it is scanned into the Encapture, Expert Capture scanning software.

  1. Incoming mail and documents delivered by customers must be triaged and screened before it is scanned using the Encapture Expert Capture software.
    1. All paper documents received by an FSD office are scanned using Expert Capture or uploaded using Collect, to the Enterprise Content Management (ECM) site/Virtual File Room (VFR).
    2. Tasking of documents being scanned, is done at the time of scan and only applications and reviews that have not been registered or date audited are tasked (see Scanning Instructions)

After scanning or uploading the document packet is stored in the VFR.  Tasks to register applications & update audit dates for reviews are managed in the ECM & the rest of the tasks are managed in Current

DOCUMENT PROCESSING #

It is critical for all documents received in an office to be scanned or uploaded to the ECM/VFR timely and accurately, so specific processes are followed by each office to ensure this is done consistently throughout the State.

Only documents related to official FSD business should be scanned.  Spam faxes, bank statements for an office activity fund, multi-customer reports/spreadsheets, or other similar documents are not scanned.
Documents from IRS matches (IEV-06 and IM-6) should NEVER be scanned.

Document processing is performed by three distinct task roles; Triage, Screen, and Scan.  Each role performs specific tasks associated with certain qualifying skill sets.

 

  1. Triage Incoming Documents – The purpose of this role is to review all incoming documents to determine whether or not they will be processed, scanned, or uploaded to the ECM/VFR.
    1. Mail for the Children’s Division, Department of Health and Senior Services, or other non-Income Maintenance items are sorted out of this group since they are not scanned to the ECM/VFR.
    2. Other non-FSD related documents or documents with special workflows are sorted out of this group (see Special Instructions below).
  2. Screening (Customer Information Sheet)– Customer Information sheets will be needed for applications or verification/budget adjustments where the customer’s DCN is not pre-printed on the provided documentation.  Use the Customer Information Sheet to create a Customer Information Sheet specific to each packet to be scanned or uploaded.
    1. The screener will also perform defined necessary tasks in FAMIS as part of this role.  These tasks may include updating addresses, registering applications and/or making EUMEMROL comments as applicable.
  3. Scanning –The purpose of this role is to scan, in order of importance, all documents that are triaged and screened.

DOCUMENT TRIAGE #

For those opening and sorting mail follow the steps below.

As mail is opened, or documents are received in the office:

  1. Date stamp it in appropriate spot (top of page, provided box, etc) ensuring it doesn’t cover other information.
    1. First – should be scanned same day of receipt:
      1. All applications with priority given to MPW, add newborn, and child care
    2. Second – should be scanned within 24 hours of receipt:
      1. Reviews
      2. Budget Adjustment/Change Reports
      3. Verifications
    3. Last – should be scanned within 48 hours of receipt:
      1. Support documents created to process applications, including IMES, IIVE, work number & CS-201s
      2. Completed work
      3. Returned Mail
  2. Prepare the documents to be scanned
  3. Remove staples or other hardware
  4. Tape down post-it notes

Follow policy for the following documents:

  1. Unidentifiable Documents
  2. Unsigned Applications
  3. Illegible Documents
  4. IM-6AR IM Authorized Representative
  5. Agreement for Direct Deposit

SORT DOCUMENTS FOR SCANNING: #

All document types must be separated before scanning.  This means that if more than one application, review or verification is received from a customer at the same time, they need to be separated.

Example 1: A customer submits a FS-1 application and verification documents.  The application will need to be scanned separately from the verifications.  (Separator Sheets and Customer Information sheets will be included)

Example 2: A customer submits a FS-1 application and an IM-1CC application.  Both applications will need to be scanned separately.  (Separator Sheets and Customer Information Sheets will be included)

  1. DIVIDING DOCUMENTS #

Since Expert Capture uses OCR to determine document type, separate each document provided by a customer as shown in the examples above.  This is done using a pre-printed Separator Sheet.

Place a Separator Sheet between each separate document type, such as one Separator Sheet before the FS-1 application and another before the verification documents.

  1. ADD A CUSTOMER INFORMATION SHEET #

TO DOCUMENTS WITHOUT PRE-PRINTED DCNS TO THE END OF EACH DOCUMENT PACKET (See Screening Instructions)

Expert Capture can automatically recognize a DCN on our pre-printed forms but not all of our forms have a DCN printed on them.  Add a Customer Information Sheet to these documents.

Note:  Adding a Customer Information Sheet to a document that does not require one will not cause errors when scanning.

  1. SEPARATE SCANS BY TASKING #

Documents that require a task cannot be scanned in the same batch with documents that do not require one.  Separate documents into ‘Task Needed’ and ‘No Task Needed’ stacks; choosing task or no task is done at the time of scanning

Documents requiring a task are:

      1. Applications not registered in FAMIS/MEDES
      2. Annual Reviews and Mid-Certification Reviews (requiring an update to REINVEST) that have not been audited in FAMIS or initiated in MEDES

Documents NOT requiring a task are:

      1. Applications registered in FAMIS/MEDES
      2. Annual Reviews and Mid-Certification Reviews that have been Audited in FAMIS or initiated in MEDES
      3. All Verifications, Change in Circumstance, or Budget Adjustments
      4. All System Verifications, Case Notes or Other Supporting Documents

ADDITIONAL TRIAGE PROCESSING #

UNSIGNED APPLICATIONS #

Do not scan unsigned applications

When registering an application, be sure to review for a signature.

  • If there is no signature, do not register the application.
  • Return all pages of the original unsigned application with the IM-2SR to the participant within three business days.
  • If the unsigned application has been scanned to the Electronic Content Management (ECM) system, submit a ticket to have the unsigned application removed.
    • The ECM team will reach out to the individual that scanned the unsigned application and they will be instructed to return all pages of the original application to the participant along with the IM-2SR.

If the document was received digitally (e.g., by FSD Upload Portal or by email), the staff member that has encountered the unsigned application must print and return all pages of the unsigned application to the participant along with the IM-2SR.

MHABD APPLICATIONS SIGNED BY ANOTHER PARTY #

There are times when an MHABD applicant is unable to sign the application form.

For MHABD applications that are signed by an individual other than the applicant, refer to manual section 8.2.3 Signing the Application and 2.4.2 MO HealthNet Authorized Representatives for additional signature options.

For MHABD applications for individuals who have passed away before being able to sign the application, refer to manual section 8.5.5 MO HealthNet Applications for Deceased Persons.

UNSIGNED REVIEWS/RENEWALS #

  • SNAP – Do NOT accept SNAP Mid-Certification Review Report (FA-546/MCR) if incomplete or unsigned. Use the instructions per Reviews and Annual Renewals: Incomplete or Unsigned for returning the incomplete or unsigned MCR to the customer along with a completed IM-2MCR. An application for any other program in FAMIS may be used to process a mid-certification review.
  • MAGI – These are to be treated the same as an unsigned application. Send review form back to participant for signature following procedures in Reviews and Annual Renewals: Incomplete or Unsigned.
  • MHABD – MHN requires a signed review form when:
    • A review cannot be completed without the participant’s involvement, and
    • No other program application or review form is available.

If the above criteria are met, send the MO HealthNet Eligibility Review Information (FA-402) form back to participant for signature, unless it is accompanied by an FS-1 or if the review is already complete in FAMIS.

  • Temporary Assistance – Accept TA Eligibility Review Form (FA-202) if incomplete or unsigned.

ILLEGIBLE/POOR CONDITIONED/MISSING PAGES DOCUMENTS #

When a document is received from a customer that is illegible, damaged or missing pages, it should still be scanned as proof that the customer submitted it. However, appropriate follow up should be made with the customer to resubmit a legible document. Create a customer information sheet with as much information as can be identified and scan the packet with the Illegible document face sheet behind the Separator Sheet and follow-up as appropriate.

  1. If DCN cannot be located — follow these steps.
    1. If name is found (on document or in the email address) index as follows:
      1. DCN = 99999999
      2. First Name = first name if found (do not enter partial names)
      3. Last Name = last name if found (do not enter partial names)
    2. If no name is found –Enter UNIDENTIFIABLE in the name field(s)
      1. Example:  Verification for DJ Hunter should be indexed:
        1. DCN = 99999999
        2. First Name = UNIDENTIFIABLE (do not use initials)
        3. Last Name = HUNTER

 

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