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FSD Info Line IVR Flow

FSD Info Line IVR Flow

855-373-4636

 

FSD Languages Menu #

  1. “Thank you for calling the Family Support Division. This call may be recorded or monitored for training or quality purposes.”
  2. “For English press 1.”
    1. FSD Main Menu
  3. “For Spanish, press 2.”
    1. FSD Main Menu
  4. “For all other languages, press 3.”

 

FSD Main Menu #

  1. “If you are calling for help with SNAP, press 1.”
    1. SNAP Menu
  2. “For Cash Assistance press 2.”
    1.  Cash Flow
  3. “For Child Care Subsidy, press 3.”
    1. “Please hold while we connect you with our next available team member. Your call may be recorded or monitored for quality or training purposes.”
      1. Transfer to DESE 5734158605
  4. “For Mo HealthNet press 4.”
    1. MO HealthNet Menu
  5. “If you are a child care provider, press 5.”
    1. Child Care Provider information message
  6. “For employment information, press 6.”
    1. SkillUp/MWA information message
  7. “For energy assistance, press 7.”
    1. LIHEAP information message
  8. “To reschedule an existing appointment or cancel an existing appointment, press 8.”
    1. Appointment Scheduler Flow
  9. “If you would like answers to general program questions, press 9.”
    1. FAQ
  10. “To repeat this information, press *.”
    1. FSD Main Menu

SNAP Menu #

  1. “If you are calling because you have received extra funds on your EBT card or you think you should have received extra funds, press 1. For information about your SNAP case. Press 2. TO request a paper application, press 5.”
      • Option 1
      • Option 2

 

SNAP Flow #

  1. “To better serve you, we need your DCN number or Social Security Number. If you have a Medicaid card, your DCN can be found on the back. If you recently received a letter from us, your DCN can be found on the letter. Your DCN can either be a ten-digit number that starts with two zeros or an eight-digit number. Please enter your DCN or Social Security Number now.”
    1. Repeats DCN back to caller and asks them to press 1 to confirm or 2 to re-enter.
  2. “Please enter your date of birth, using two-digits for the month, two-digits for the day, and four-digits for the year. For example, if your date of birth is May 1st, 1980, you should enter 05 01 1980.”
    1. Repeats DOB back to caller and asks them to press 1 to confirm or 2 to re-enter.

Pending Cases –need interview #

      1. IVR checks if SNAP case is pending for an interview.  If so:
        • “Our records show you need to complete an interview before we can process your SNAP application. If you would like to complete this interview now, press 1. To complete this interview at another time, you may call the application interview line directly at 855 823 4908.”
          • Press 1
            • IVR checks to see if queue threshold is met. If so:
              • “If you have recently applied for SNAP, we will call you at the number on your application within three business days.   If you have missed our call, you can go into your local resource center to complete your interview in person, try your call again later or schedule an appointment. You can schedule an appointment for a phone call, in-person visit at a physical resource center location or in-person virtual visit through Google Meet. To schedule an appointment, you can visit us online at mydss.mo.gov and click on DSS Chat or press 1 or to end this call you can disconnect.”
                • Press 1
                  • “IMPORTANT: If you are required to complete an interview or return a form by a certain date, you must make sure your appointment is scheduled before that due date. The Family Support Division cannot extend your deadline while you wait for an appointment. If you cannot schedule an appointment before that date, you will need to visit your local resource center or call us back before your deadline. You do not need an appointment to visit your local resource center.”
            • If queue threshold is not met:
                  • “We may require proof of certain information. To process your application faster, you can upload pictures or screenshots at myDSS.mo.gov before or during your interview. We usually need proof of income, like paystubs for the last 30 days or benefit letters. If you’ve recently stopped working, we may ask to contact your employer or need a letter to confirm when the job ended as well. If you get Child Care Subsidy, please send a copy or screenshot of your approval letter or Child Care account portal.”
                  • “If you are calling from a mobile device and would like to receive a text message to take a 2-minute survey after the call to provide feedback, please press 1. Message and data rates may apply.”
                • Transfers to Tier 3
          • No input
            • Disconnects

Pending Cases with pending requested information (OUTVERF) #

      1. “Our records show your households SNAP application dated…(date) is pending at this time and is due to be processed by…(date).”
      2. “You will be required to complete a mid-certification and recertification each year you get SNAP benefits to make sure your household is still eligible. Your mid-certification will happen halfway through your benefit period. You must complete, sign, and return the mid-certification form FSD mails to you by the deadline on the form to make sure you do not lose your benefits, even if you do not have any changes. FSD will then mail you a separate recertification packet around the end of your SNAP benefit period. You must complete this packet, return it to FSD, and complete an interview by the deadline to continue getting SNAP benefits.”
      3. “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”
      4. Moves to SNAP Post-Playback Menu.

 

Active Cases with pending requested information (OUTVERF) #

      1. “Our records show your household has an active SNAP case as of…(date) The payment date is…(date)…for…(amount)…for…(month). The payment date is…(date)…for…(amount)…for…(month).  The payment date is…(date)…for…(amount)…for…(month).”
      2. “An on-going benefit has been approved in the amount of…(amount). The household is eligible for SNAP benefits from…(date)…to…(date).”
      3. “You will be required to complete a mid-certification and recertification each year you get SNAP benefits to make sure your household is still eligible. Your mid-certification will happen halfway through your benefit period. You must complete, sign, and return the mid-certification form FSD mails to you by the deadline on the form to make sure you do not lose your benefits, even if you do not have any changes. FSD will then mail you a separate recertification packet around the end of your SNAP benefit period. You must complete this packet, return it to FSD, and complete an interview by the deadline to continue getting SNAP benefits.”
      4. “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed. You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”
      5. Moves to SNAP Post-Playback Menu.

 

Expired Cases #

      1. The case must have been expired in the last 60 days.  If rejection date is 60 days or older, call flows to SNAP No Match Menu.
      2. “Our records show your household has a SNAP certification period that expired on…(date).  A new application is needed. You can apply online anytime at mydss.mo.gov. Please allow at least 20 minutes to complete your application.”
      3. Moves to SNAP Post-Playback Menu

 

Closed Cases #

      1. The case must have been closed in the last 60 days.  If closed date is 60 days or older, call flows to SNAP No Match Menu.
        • “Our records show your household’s SNAP case is closed as of…(date).  If you do not agree with this decision, you have the right to request a hearing. You can visit mydss.mo.gov and select “Know Your Rights” under more information to learn more and to download and print a hearing request form. Please follow the instructions on the bottom of this form to submit your request. If you would like to request a hearing by phone, please stay on the line. You can also reapply for benefits any time online at mydss.mo.gov. Please allow 20 minutes to complete your application.”
        •  Moves to SNAP Post-Playback Menu.

 

Rejected Cases #

      1. The case must have been rejected in the last 60 days.  If rejection date is 60 days or older, call flows to SNAP No Match Menu.
      2. “Our records show your household’s application for SNAP benefits was not approved as of…(date).  If you do not agree with this decision, you have the right to request a hearing. You can visit mydss.mo.gov and select “Know Your Rights” under more information to learn more and to download and print a hearing request form. Please follow the instructions on the bottom of this form to submit your request. If you would like to request a hearing by phone, please stay on the line. You can also reapply for benefits any time online at mydss.mo.gov. Please allow 20 minutes to complete your application.”
      3. Moves to SNAP Post-Playback Menu.

 

Expedite Cases #

  1. “Our records show your household has been approved for expedited SNAP as of…(date).
  2. If further verification is required:
  3. Moves to SNAP Post-Playback Menu.
  4. “To continue processing your case so future benefits can be received we need…(information from Source column in OUTVERF). This information was requested on…(date)… and it is due back to us by…(date). If you recently turned this information in, please allow 10 days for it to be processed. You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”
    1. Moves to SNAP Post Playback Menu

 

Cash Menu #

Cash Assistance #

        • For Information about your Temporary Assistance case, press 1.

Cash Flow #

Cash Assistance #

        • “To better serve you, we need your D C N number or Social Security Number.  If you have a Medicaid card, your D C N can be found on the back.  If you recently received a letter from us, your D C N can be found on the letter.  Your DCN can either be a ten-digit number that starts with two zeros or an eight-digit number. Please enter your DCN or Social Security Number now.”
          • Repeats DCN back to caller and asks them to press 1 to confirm or 2 to reenter
        • “Please enter your date of birth, using two digits for the month, two digits for the day, and four digits for the year. For example, if your date of birth is May 1st, 1980, you should enter 05 01 1980.”
          • Repeats DOB back to caller and asks them to press 1 to confirm or 2 to re-enter

        • Pending cases with pending requested information (OUTVERF) #

          • “Our records show your households Temporary Assistance application dated…(date) is pending at this time and is due to be processed by…(date)”
          • “Are you calling to complete an interview? Press 1 for yes, or 2 for no.
            • Option 1
              • “We may require proof of certain information. To process your application faster, you can upload pictures or screenshots at myDSS.mo.gov before or during your interview.  We usually need proof of income, like paystubs for the last 30 days or benefit letters. If you’ve recently stopped working, we may ask to contact your employer or need a letter to confirm when the job ended as well. If you get Child Care Subsidy, please send a copy or screenshot of your approval letter or Child Care account portal.”
              • “If you are calling from a mobile device and would like to receive a text message to take a 2-minute survey after the call to provide feedback, please press 1. Message and data rates may apply.”
              • Rights and Responsibilities
                • Transfers to Tier 3
            • Option 2
              • “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”
              • IVR moves to Cash Post Playback Menu

        • Active Cases with pending requested information (OUTVERF) #

          • “Our records show your households Temporary Assistance application is active as of…(date)…and is expected to continue until…(date). The payment date is…(date)…for…(amount)…for…(month).  The payment date is…(date)…for…(amount)…for…(month).  The payment date is…(date)…for…(amount)…for…(month).”
          • “Our records show your household has received…(number)… payments of Temporary Assistance cash diversion benefits.”
          • “Our records show in the last 36 months your household has used…(number)… months of Temporary Assistance cash benefits.
          • “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”

        • Closed Cases #

          • Case must have been closed in the last 60 days.  If closed date is 60 days or older, call flows to Cash No Match Menu.
          • “Our records show your household’s Temporary Assistance case is closed as of…(date).  If you do not agree with this decision, you have the right to request a hearing. You can visit mydss.mo.gov and select “Know Your Rights” under more information to learn more and to download and print a hearing request form. Please follow the instructions on the bottom of this form to submit your request. If you would like to request a hearing by phone, please stay on the line. You can also reapply for benefits any time online at mydss.mo.gov. Please allow 20 minutes to complete your application.”
          • IVR moves to  Cash Post Playback Menu

        • Rejected Cases #

          • Case must have been rejected in the last 60 days.  If rejection date is 60 days or older, call flows to No Matching Cases menu.
          • “Our records show your household’s application for Temporary Assistance benefits was not approved as of…(date).  If you do not agree with this decision, you have the right to request a hearing. You can visit mydss.mo.gov and select “Know Your Rights” under more information to learn more and to download and print a hearing request form. Please follow the instructions on the bottom of this form to submit your request. If you would like to request a hearing by phone, please stay on the line. You can also reapply for benefits any time online at mydss.mo.gov. Please allow 20 minutes to complete your application.”
          • IVR moves to Cash Post Playback Menu

MO HealthNet #

  1. “If you have questions about the restarting of premiums and spend down payments you will need to call the Beneficiary Support Center at 877-888-2811.  If you are over the age of 65, blind or disabled, press one, otherwise press two.”

 

MO HealthNet for Aged, Blind or Disabled (MHABD) Flow #

    1. If DCN/DOB combination is not found, call will flow to ADM No Match Menu.
    2. “To better serve you, we need your DCN number or Social Security Number.  If you have a Medicaid card, your DCN can be found on the back.  If you recently received a letter from us, your D C N can be found on the letter.  Your DCN can either be a ten digit number that starts with two zeros or an eight digit number. Please enter your DCN or Social Security Number now.”
      1. Repeats DCN back to caller and asks them to press 1 to confirm or 2 to reenter.
    3. “Please enter your date of birth, using  two digits for the month, two digits for the day, and four digits for the year. For example, if your date of birth is May 1st, 1980, you should enter 05 01 1980.”
        1. Repeats DOB back to caller and asks them to press 1 to confirm or 2 to re-enter.

 

Pending Cases- Pending Requested Information (OUTVERF) #

  1. “Our records show…(name)..has a pending MO HealthNet for the Aged, Blind or Disabled application dated…(date)…and is due to be processed by…(date)
  2. “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”
    1. If any information (non-specific) was received:
      1. Moves to MHABD Post Playback Menu
    2. If no information was received:
    3. “We need…(information from Source column in OUTVERF). We asked for this information on…(date).”
      1. Moves to MHABD Post Playback Menu
    4. If pending MRT:
    5. “Our records show…(name)…application for…MO HealthNet for the Aged, Blind or Disabled coverage…is being reviewed by the Medical Review Team. The Medical Review Team is responsible for reviewing medical records and determining medical eligibility for participants all across the state. To make an accurate determination, all records must be reviewed thoroughly.
      1. Moves to MHABD Post Playback Menu

Blind Assistance Active Cases-Pending Requested Information (OUTVERF) #

  1. “Our records show…(name)….has an active…(coverage type)….case as of….(date). The payment date is…(date)…for…(amount)…for…(month).  The payment date is…(date)…for…(amount)…for…(month).  The payment date is…(date)…for…(amount)…for…(month).”
    1. “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”
      1. Moves to MHABD Post Playback Menu

 

Non-Premium Active Cases-Pending Requested Information (OUTVERF) #

  1. “Our records show…(name)…has an active…(coverage type)….case as of…(date).
  2. “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”
    1. Moves to MAGI Post Playback Menu.

SLMB/QMB Active Cases- Pending Requested Information (OUTVERF) #

  • “Our records show…(name)….has an active…(coverage type)….case as of….(date). Please note it can take up to 90 days from the date of approval for your Medicare Part B premium to start being paid by the state.”
  • “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”

Vendor Active Cases- Pending Requested Information (OUTVERF) #

  • “Our records show…(name)….has an active…(coverage type)….case as of….(date).
  • “Our records show the current surplus amount is…(amount).  The surplus amount for next month is…(amount).”
  • “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”

Spend Down or Ticket to Work Active Cases- Pending Requested Information (OUTVERF) #

  • “Our records show…(name)….has an active…(coverage type)….case as of….(date).
  • For..(name)…the monthly premium amount is…(amount).  We show…(amount)…has been met as of…(date)…with…(amount)…remaining.  If the full amount has not been met or paid, your coverage is not active.
  • “We need more information to process your case. We need…(information from Source column in OUTVERF). We asked for this information on…(Date)… and it is due back to us by…(date) If you recently turned this information in, please allow 10 days for it to be processed.  You will get a letter in the mail when your case has been processed.  You do not need to speak to a team member to confirm we received the information.”

Closed MHABD #

  • Case must have been closed in the last 60 days.  If closed date is 60 days or older, call flows to ADM No Match Menu.
  • “Our records show your household’s MO HealthNet case is closed as of…(date).  If you do not agree with this decision, you have the right to request a hearing. You can visit mydss.mo.gov and select “Know Your Rights” under more information to learn more and to download and print a hearing request form. Please follow the instructions on the bottom of this form to submit your request. If you would like to request a hearing by phone, please stay on the line. You can also reapply for benefits any time online at mydss.mo.gov. Please allow 20 minutes to complete your application.

Rejected MHABD #

  • Case must have been closed in the last 60 days.  If rejection date is 60 days or older, call flows to  ADM No Match Menu.
  • “Our records show your household’s application for MO HealthNet case was not approved as of…(date).  If you do not agree with this decision, you have the right to request a hearing. You can visit mydss.mo.gov and select “Know Your Rights” under more information to learn more and to download and print a hearing request form. Please follow the instructions on the bottom of this form to submit your request. If you would like to request a hearing by phone, please stay on the line. You can also reapply for benefits any time online at mydss.mo.gov. Please allow 20 minutes to complete your application

MAGI Flow #

If DCN/DOB combination is not found, call will flow to  MAGI No Match Menu.  The IVR does not interface with MEDES at all so cannot see any pending, closed, or rejected MAGI cases.  In those situations, the call will flow to the  MAGI Match Menu.

  • “To better serve you, we need your DCN number or Social Security Number.  If you have a Medicaid card, your D C N can be found on the back.  If you recently received a letter from us, your D C N can be found on the letter.  Your DCN can either be a ten-digit number that starts with two zeros or an eight-digit number. Please enter your DCN or Social Security Number now.”
    • Repeats DCN back to caller and asks them to press 1 to confirm or 2 to reenter
  • “Please enter your date of birth, using two digits for the month, two digits for the day, and four digits for the year. For example, if your date of birth is May 1st, 1980, you should enter 05 01 1980.”
    • Repeats DOB back to caller and asks them to press 1 to confirm or 2 to re-enter

Premium Cases #

  • “Our records show…(name)…has an active…(coverage type)….case as of…(date).  For..(name)…the monthly premium amount is…(amount).  We show…(amount)…has been met as of…(date)…with…(amount)…remaining.  If the full amount has not been met or paid, your coverage is not active.

Non-Premium Cases #

  • “Our records show…(name)…has an active…(coverage type)….case as of…(date).

Child Care Provider Message (Option 5 from FSD Main Menu) #

  • “If you have questions about registration, contracts, or a change of address, you will need to call 573-526-3011.
  • “If you have questions about payments or authorizations, you will need to contact the Child Care Provider Payment Unit. For St. Louis City and St. Louis County, the phone number is 314-264-7632. For all other counties, please call 573-522-1385”
  • “If you are calling because the amount listed on your IRS 1099-NEC form was incorrect, you will need to send a written letter to PO box 88 Jefferson City, MO 65101. You can also call 573-522- 1385 for help with questions.”
  • If you are calling because a social security number, tax ID, or your IRS 1099-NEC is incorrect in any way other than the amount, or because you did not receive your IRS 1099-NEC in the mail, you will need to call 573-526-3011.”

Employment Info Message (Option 6 from FSD Main Menu) #

  • “There are many resources to help you find job training and a good job in Missouri. First, you can visit jobs.mo.gov to find a Missouri job center near you. Missouri job centers are available throughout the state to help you every step of the way as you look and prepare for a new career.”
  • “If you would like to find a job with paid vacation, sick leave and weekends and holidays off in most situations, consider a career with the state of Missouri. You can find a list of current job openings at mocareers.mo.gov. If you need help applying for a job, please call 573 751 4162 or visit a Missouri job center near you.”
  • “If you get temporary assistance benefits and you are required to work or participate in job training, free help is available through the Missouri Work Assistance program, or MWA for short.”
  • “MWA can help you find and train for a job, plan for a better future for your family, help you with childcare, and help pay for job expenses such as transportation, work tools and clothing. To learn more and to find an MWA Center near you, visit mydss.mo.gov/Missouri-Work-Assistance.”
  • “Finally, if you get SNAP benefits and you are between the ages of 18 and 59, SkillUP is a free employment and training option available to help you find a better job. SkillUp can also help you meet your SNAP benefit work if you have one. SkillUp is available throughout the state through places like job centers and technical colleges. To learn more, visit on.mo.gov/SkillUp.”

Energy Assistance (LIHEAP. Option 6 from FSD Main Menu) #

  • “You can apply for our Low-Income Home Energy Assistance Program, also called LIHEAP, If you need help paying your heating or cooling bills. To learn more or to apply for help, please visit mydss.mo.gov/energy-assistance”

Post Playback Menu #

SNAP Post Playback Menu #

  • System evaluates if call can be placed into the queue or not depending on time of day and wait time.  See Transferring Between Tiers SOP for more information.
  • If call can be placed into the queue:
    • “To return to the main menu, press star. To confirm we received information you sent us, you can chat with us online at mydss.mo.gov. To report changes or request a hearing, press 1. To report EBT card issues or to request a replacement EBT card, press 2.”
    • Option 1
      • Transfers to Tier 1
    • Option 2
      • Transfers to EBT Edge
    • “*”
      • Returns to FSD Main Menu
  • If call cannot be placed into the queue
    • To repeat this information, press 9.  For EBT questions such as checking your balance or ordering a new card, press 1.  To return to the main menu, press star.  If you are calling to check the status of your case or to report changes, you can go online at mydss.mo.gov, visit your local resource center or try your call again later.  You can find information about your local resource center, such as hours of operation and location online at dss.mo.gov/dss_map. To schedule an appointment, press 5”.
      • Option 1
        • Transfers to EBT Edge
      • Option 5
        • Transfers to the Appointment Scheduler
      • Option 9
        • Repeats the information
      • “*”
        • Returns to FSD Main Menu

Cash Post Playback #

  • System evaluates if call can be placed into the queue or not depending on time of day and wait time.  See Transferring Between Tiers SOP for more information.
  • If call can be placed into the queue
    • “To repeat this information, press 9. To return to the main menu, press star. If you are calling to report changes or to confirm we received information you sent us, you can chat with us online at mydss.mo.gov or press 1 to speak to a team member.”
      • Option 1
        • Transfer to Tier 1
  • If call cannot be placed in the queue
    • “To repeat this information, press 9. To return to the main menu, press star. To schedule an appointment, press 5. If you are calling to confirm we received information you sent us, you can chat with us online at mydss.mo.gov.”
      • Option 5
        • Transfers to the Appointment Scheduler.
      • Option 9
        • Repeats the information
      • “*”
        • Returns to FSD Main Menu
  • If the call cannot be placed into the queue:
    • “To repeat this information, press 9. To return to the main menu, press star. If you are calling to check the status of your case, you can go online to mydss.mo.gov, visit your local resource center, or try your call again later. You can find information about your local resource center, such as hours of operation and location online at mydss.mo.gov/dss_map. To schedule an appointment, press 5.”
      • Option 5
        • Transfers to the Appointment Scheduler
      • Option 9
        • Repeats the information
      • “*”
        • Returns to FSD Main Menu

MAGI Post Playback #

  • Just before the call gets to the post playback menu the following message is played about Annual Renewals.  Once this message plays, then the call flows to the post playback menu.
    • The Family Support Division is again required to check the eligibility of all MO HealthNet participants each year as of April 1, 2023. This is called an annual renewal. Your annual renewal will be due during your anniversary month, or the month when your coverage first began. You can find out when your annual renewal is due by logging into your FSD Benefit Portal account at my.mo.gov/fsdbenefits
  • The following is the post playback menu:
    • “To repeat this information, press 9. To return to the main menu, press star. If you are calling to report changes or confirm we received information you sent us or if you need to request a replacement MO HealthNet card, press 1.  If you need to complete your annual renewal, press 2”
      • Option 1 transfers to AHS
      • Option 2 transfers to WIPRO

MHABD Post Playback #

  • Just before the call gets to the post playback menu the following message is played about Annual Renewals.  Once this message plays, then the call flows to the post playback menu
  • If active, the customer will hear the annual renewal message. If not active, the customer will not hear the annual renewal message.
  • “The Family Support Division is again required to check the eligibility of all MO HealthNet participants each year as of April 1, 2023. This is called an annual renewal. Your annual renewal will be due during your anniversary month, or the month when your coverage first began. You can find out when your annual renewal is due by logging into your FSD Benefit Portal account at my.mo.gov/fsdbenefits”
  • The following is the MHABD Post Playback menu:
    • If the call can be placed into the queue:
      • To repeat this information, press 9. To return to the main menu, press star. To confirm we received information you sent us, request a replacement MO HealthNet card or request a hearing, press 1. If you need to complete your annual renewal or apply for MO HealthNet, press 2.
        • Option 1
          • Transfers to Adult Medicaid.
        • Option 2:
          • IVR looks to see if the person has active SNAP:
            • If yes: transfers to Adult Medicaid
            • If no:  transfers to WIPRO
          • IVR looks to see if the MHABD case is a specialty coverage (HCB, Vendor, SNC, SAB/BPCSH)
            • If yes: transfers to Adult Medicaid
            • If no: transfers to WIPRO
    • If the call cannot be placed into the queue:
      • If they have a FAMIS case:
        • To repeat this information press 9. To return to the main menu, press star. If you need a team member, you can chat with us online or visit a local resource center. Visit dss.mo.gov/dss_map to find the location nearest you. If you need to complete your annual renewal, you can call again later, or you can complete your renewal online at the FSD Benefits Portal at mydss.mo.gov. Visit us online to find other ways you can submit information to us. To schedule an appointment, press 5.
          • Option 5
            • Transfers to the Appointment Scheduler
            • Option 9
            • Repeats the information.
          • “*”
            • Returns to the FSD Main Menu.
    • If they do not have a FAMIS case:
      • To repeat this information, press 9. To return to the main menu, press star. If you need to complete your annual renewal, press 1. If you need a team member, you can chat with us online at mydss.mo.gov, try your call again later or visit a local resource center. Visit dss.mo.gov/dss_map to find the location nearest you. To schedule an appointment, press 5.
        • Option 1
          • Transfers to Wipro.
        • Option 5
          • Transfers to the Appointment Scheduler.
        • Option 9
          • Repeats the information.
        • “*”
          • Returns to the FSD Main Menu.

General Information/Questions #

What happens when IVR cannot find any active case information or cases that have been closed, rejected or expired in the last 60 days?

  • If a caller enters their identifying information and they do not have an active FAMIS or MAGI case:

Can caller just press 0 to connect to a team member?

  • No, if the caller presses an option that does not exist, the menu will repeat. The menu will repeat three times and disconnect. This can happen two times in a row and then the call will disconnect.

What happens if the caller does not choose a menu option at all when reaching the FSD Main Menu?

  • The menu will repeat three times and disconnect.

What happens if there is no pending verification requested (OUTVERF)?

Refugee and Confidential Case loads

  • Once the caller enters their DCN and DOB or their SSN and DOB, the IVR will look at the case load number to determine if the call should be sent through the IVR or transferred to another unit. If the caseload number is 004716, the call will transfer to the Refugee Hunt Group. If the caseload number is 004613, 004614, 004615, 004616, or 004724, the call will transfer directly to the Customer Relations Unit.

How does a person schedule an appointment?

  • Visiting our website, mydss.mo.gov, clicking DSS Chat in the bottom right corner, and selecting Schedule an Appointment.
  • Choosing to schedule an appointment by phone when:
    • Being deflected or redirected, or
    • While holding after, they’ve heard their position in queue.
  • Requesting an appointment directly through a team member (by phone, live chat, or in person).

Paper Application Flow #

  • “We need to collect your name and address information to mail you an application. You can also apply online at mydss.mo.gov.”
    • Transfers to Paper Application Virtual Agent

No Match Menus #

ADM No Match Menu #

  • “We didn’t find any pending applications or active cases with your information. Please listen carefully for more options. If you would like a paper application mailed to you, press two. For information on how to send us information for your case or application press three. To repeat this information, press nine. To return to the main menu press star.”

MAGI No Match Menu #

  • “We didn’t find any pending applications or active cases with your information. Please listen carefully for more options. If you need to check the status on a recently submitted application for Adult Expansion, MO HealthNet for Pregnant Women or MO HealthNet for Children and Families, press 1. If you need a paper application mailed to you, press 3. For information on where to send a paper application, press 4. To repeat this information press 9. To return to the main menu press star.”

SNAP No Match Menu #

  • “We didn’t find any pending applications or active cases with your information. Please listen carefully for more options. If you recently applied for SNAP, you do not need to call us right away to do your interview. We will call you when your application has been entered in our system. If you miss our call, you can call us back at eight five five eight two three four nine zero eight. If you need a paper application mailed to you, press one. For information on how to send us information for your case or application, press two. To schedule an appointment, press five.  To repeat this information, press nine. To return to the main menu, press star.”

Cash No Match Menu #

  • “We didn’t find any pending applications or active cases with your information. If you need a paper application mailed to you, press one. For information on how to send us information for your case or application, press two. To repeat this information, press nine. To return to the main menu, press star.

DSS Contact Info #

  • “If you need to submit an application or verification documents like a copy of your ID card, or pay stubs, you can upload them to mydssupload.mo.gov/UploadPortal, fax them to 573-526-9400, or mail them to PO Box 2700 Jefferson City, MO 65102. Please include your name and social security number or DCN with your documents so we know who you are. To repeat this information, press nine. To return to the main menu, press star.”
    • Option 9
      • Repeats the information
    • “*”

Rights and Responsibilities #

  • “All information discussed during your interview is confidential. You have the right not to provide your Social Security number or information about your immigration status or sponsor, but for some programs this may be required for that person to be eligible. You have the right to apply for any type of assistance. You can use an authorized representative if you need assistance applying for or accessing your benefits. You may be asked by our quality control unit for additional information in future months. Applicants are randomly selected, and their applications are reviewed to ensure that we are processing applications consistently. You are required to cooperate with the quality control review if you are selected. If you are eligible for SNAP benefits you will be notified in writing of what changes you are required to report. You are only required to report changes where your income before taxes and deductions exceeds 130% of the poverty level as stated on your decision letter. If you are an able-bodied adult without dependents applicant, you will be required to report reductions in the number of hours you worked. And if someone in your household wins $4,500 or more from the lottery or gambling the winnings must be reported. You have the right to request a hearing if you disagree with any of the decisions made by the agency. During the course of the interview, you will be asked questions, and we will need to type your responses so there may be a pause between questions. We are required to ask all of the questions in the system. Some of the questions may not apply to you or you may have already answered them on the paper application. Please remember that the questions apply to all individuals in your household. If you have any questions about this information, we can address them. Thank you for taking the time to complete your interview today.”

 

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