When clients contact the CSC, the ES will need to ask what avenue the client submitted their documentation and check the appropriate SharePoint site.
Clients may submit applications, verification and change in circumstances through MyDSS.mo.gov. Applications received through this portal go to Web App & Change SharePoint. Staff can search for applications by Client Name, DCN, SSN or Application ID. Verification and change in circumstances are auto-indexed into the Virtual File Room. Staff can search the ECM for documentation.
Applications, verifications and change in circumstance sent by email (FSD.Documents@dss.mo.gov) and fax number 573-526-9400 are sent to the FSD Doc SharePoint Site. Clients submitting documents or applications via the e-mail will receive an auto-reply email informing them their documents have been received. The fax number will also display a confirmation.
If the client submitted an application and it has not been registered, staff will check the FSD Documents SharePoint Home Page. Select “Apps Needing Registered” and search by DCN. Staff can also search for the application in Virtual File Room. If application is found, index, register application and complete the interview if needed. If staff are unable to see the application, inform the client it will be registered and processed when it is received. Do not provide a viewing timeframe or instruct the client to call the CSC at a later time. For initial food stamp applications, staff should inform the client they will receive a call from Family Support Division to conduct their interview.
If the documentation is not in the Virtual File Room, staff will search FSD Docs SharePoint Home page by name, DCN or email address. If documentation is located, staff will index and process the verification. If the documentation cannot be located, inform the client their case will be processed when received. Do not provide a viewing timeframe or instruct the client to call the Customer Service Center at a later time. Staff can provide regular application processing timeframes.