• QMBDEC section: Added more information about Spend Down 
• MHABD AG Option section: added this section to assist staff in completing the screen correctly whenever TWHA is an option. Screen popup also added
• Closing the Interview section: Added forms to review with Spend Down participants

1. If you have not finalized the address change and need to correct it, select Continue Editing
2. If you have finalized the address change and need to correct it, select Edit

When an application is received for an individual who has active MO HealthNet, do the following:

• Determine if the individual has full coverage MO HealthNet. If so,
• CiC’s that are reported timely, within ten (10) days of the change, are acted on back to the date the change occurred.
• CiC’s that are reported non-timely, more than 10 days after the change occurred, are acted on based on the date the change is reported.

Note: If the individual had coverage under UWHS treat this as an application for full coverage and explore PQ, if requested.

Updated with a note

NOTE: TO AVOID INCORRECT TASKING IN CURRENT

All supporting documents including IMES, Accuity, Experian, Child Support Payment reports, MUST be indexed as Document Type = System Verifications (never as the document type of Applications, Reviews or Verification) 

• Participant has applied multiple times and systematically withdrew the most recent application(s), leaving the original
• Integrated Case Already Exists

• Use the Protected Load Case form to request a case to be placed into a protective load.
  
• A coversheet should be completed, and correspondence forwarded as follows...

• MEDES Update - IC-12 Month Postpartum 01/27/2024
• MEDES Update - IC/PDC- Continuous Eligibility for Children 01/01/2024

Added two missing guides to the Children's Health Insurance Program (CHIP) section: 

• MO HealthNet Children's Health Insurance Program guide
• Fail to Pay guide

MOOE no longer needs to be added to the IC when adding a newborn to the case.  Removed the NOTE between Steps 47 & 48 that addresses entering the MOOE.

1. If the income ending is reported timely to FSD, the End Date field is the last day of the month prior to month reported.
   
   1. Example: The participant called on 07/20 and reported the income ended on 07/10. The end date would be 06/30.
   2. Note: If the participant received income in the month the loss is reported, follow direction in the Creating Actual Income on an Integrated Case guide for partial months income.
2. If the income ending is not reported timely to FSD, the end date field is the date reported.
   
   1. Example: The participant called on 07/20 and reported the income ended on 04/11. The end date would be 07/20.
3. If processing a manual renewal, please see the Completing a Manual Renewal guide

• When to add or not to add tasks in Current
• Process steps for staff not skilled in registering applications in FAMIS

• FAMIS Fluctuating vs Steady Income 
• FAMIS Irregular Income  
• FAMIS Change in Rate of Pay 
• FAMIS Missing Pay Period 
• FAMIS Prorated Income 
• FAMIS Tipped Income  
• Ending Child Support Income  
• Self-Employment Income  
• Self-Employment Expenses User Guide  
• Reading Tax Documents for Accuracy  
• FAMIS Ending Income  

Tools:

Budget Month Entries for Income Affected by Cola  

• Granting Newborn/SMHB-Newborn LOC During the PHE 
• MPW and NBN Closing with IM31A

1. For Authorized Representatives, see Information Request from Authorized Representative for more information

• Yes - and complete the renewal.
  • Verify pending evidence with the external data source. Do not run IMES when the participant agrees with income verified by an external data source.

Step 1 – Are the divorced participants living in the same household?

• Yes – Follow direction in the Changing a Relationship on an Integrated Case guide to end date member relationship

• MEDES Programs: 02 - Application Registration in MEDES - Step 3: When NOT to Register an Application
• FAMIS Programs: 02 - Application Registration in FAMIS - Step 4: When NOT to Register an Application

1. If the pregnancy ended the same month it was reported, use the date it was reported as the Received Date.
2. If the pregnancy ended in a month before it was reported, use the date the pregnancy ended as the Received Date.

Worker Initiated Closing

• When an integrated case already exists, inactive ICs will no longer be updated when the ICs HOH provides a new application
• When the applicant is HOH of an active IC, the application will be used to update the IC as a CIC.
• Staff registering paper apps, not skilled to process, will check if the HoH is active or not prior to registering the app to determine if the application should be processed as a new app or as a CIC. 
  • If the app is CIC, do not register the app, update Current per instructions in the guide
  • If there is already an active AC and there is a paper app, do not register the paper app. Follow new instructions per the guide.
• Step 5 of the MEDES Application Registration Guide is updated to remove reference to a different person processing or registering, as it was no longer valid. 

01 – DCN/Participant Screening

02 – Application Registration in MEDES

• Tools at the beginning in 01-DCN Participant Screening page
• As a tool to Step 4: Participant Screening, Searching or Registering a Person in MEDES in 02 -Application Registration in MEDES page

Closing Presumptive Eligibility Field Process

Handoff Instructions for Special Documents (now in the Hand Off menu)

Participant Screening SOP

• MEDES Resources: 01 DCN/Participant Screening to 01 Locate DCN of Participant(s)
• FAMIS Resources: 01 (DCN) Departmental Client Number to 01 Locate DCN of Participant(s)

• Updated Field/Call Center Staff Responsibilities to clarify When to use form IM-111, removed IM-110 wording, and to record comment on EUMEMROL that participant reported loss, and an IM-111 is being mailed this day.
• Updated Retroactive Claims or Previously Denied Possible ESB: Added Note, participants may accidentally report ESB benefit loss on the wrong form, using an IM-110 instead of an IM-111. When this happens, email the incorrect IM-110 to IM111@ip.sp.mo.gov.
• Updated Specialized Staff Responsibilities to record comment about the date IM-111 was received and is being processed.

Breach of Information SOP

• Identifying the two types of information that can be breached
• Avoiding Data Breach
• What to do when a Breach of Information is identified
• Notifying the Participant

• All calls should be screened utilizing the Participant Screening SOP
• Vendor, HCB, Blind Pension, Spenddown Etc, Resources-Linkd to a shared version for assisting in viewing the Excel
• ECM Resources link now goes to the ECM section in IM Resources

The FAMIS Person Search (PRSNSRCH/FM1M) was created to assist in locating applicants and clients with alternative search criteria than the limited amount that was previously available. Utilizing full or partial data, one can search using any mailing address, e-mail address, or phone number type. This includes PO Boxes, out of state addresses and more. It pulls data directly from the PRSNDTL screen in FAMIS with lightening fast results. The search results will provide staff with client names and DCNs that have been known to FAMIS regardless if they still have an active case or not at any point in the past. Once results populate, staff have the ability to select the correct result and fastpath as normal to access the participant's case.

The goal is to increase proficiency in locating DCNs, decrease the creation of duplicate DCNs, expedite locating homeless or otherwise difficult to locate clients, provide a better experience for staff assisting the public directly, registering apps, or indexing, and hopefully a more seamless experience for clients as well with faster processing.

Note: It will not provide results for anyone in a confidential caseload.

• Locate DCN of Participant(s)
• Application Registration in MEDES
• Application and Add-A-Person Registration in FAMIS
• Supercase Address/Supercase Transfer

• FAMIS Programs: 01-Locate DCN of Participant(s) as a Tool
• MEDES Programs: 01-Locate DCN of Participant(s) as a Tool 
• FAMIS Programs: Application and Add-A-Person Registration in FAMIS in Step 5: Check FAMIS Program Participation as a Tool.
• FAMIS Programs: Address Change in 04 Change in Circumstances in FAMIS in Step 1 Address Change as a Screen Help

• Non-MAGI households must report changes affecting eligibility factors within ten (10) calendar days of the change. When the change is obtaining employment or a change in rate of pay, the change date is the date of the first paycheck or first paycheck with the changed rate of pay.
• Enter all new or changed information into FAMIS and evaluate the impact on eligibility
  • • If the change is reported timely and would result in increased coverage (does this include lower Spend Down) or a better benefit, the change is effective the month of the report.
    • If the change is not reported within ten calendar days and would result in an increase in coverage, the change is effective the month of report, not the month in which the change occurred.
    • If the change results in eligibility for more than one Non-MAGI coverage (such as Spend Down to TWHA or SLMB2), decisions regarding coverage must be made by the participant or the Authorized Rep. If the participant requests to be switched to the other program, do not require a new application and complete an eligibility determination as an ex parte (which means without contacting the participant).
    • If the action results in decreased coverage (including increase in Spend Down), an Advanced Notice of Adverse Action is required and the change becomes effective no later than the month following the month the change is reported unless an invoice has already been sent for the following month. In that case, the change becomes effective the second month. Example: If a participant’s income increases 10/10, Adverse Action expires 10/20, the November invoice would have been sent out on 10/1. Therefore, the increase in Spend Down is not affected until December with the new invoice and new Spend Down amount.

1. Medicare Self-Attestation (only HH members seeking coverage)
   1. 1. This evidence does not come across on FFM apps and will need to be added
      2. View IIVE for applicant and add evidence per IIVE findings
      3. Default “no” if no SSA/SSI data exists or is known to the applicant

1. Verify All Outstanding Evidence
   1. 1. Evidence automatically verified by FFM does not need to be re-verified
         1. 1. “Verified Evidence via FFM’ will be noted in the evidence comment box
            2. “FFM Verification-Equifax-Income” will be listed as the verification item
      2. All other pending evidence will need to be verified

1. Navigate to the HoH Person Page > Client Contact sub-tab> Notes folder
2. Click New…Wizard
3. Add a Note: See Address Change for comment guidance.
4. Click Save 

1. Make collateral calls, or 3-way calls with the participant, to verification contacts.
   1.  Refer to 3-way instructions located in the Cloud User Genesys Guide
      
      1. The participant must be on the line and only ask the third party simple yes or no questions.
      2. How to ask: Hello, my name is Jane with the Family Support Division. I have a participant, John Doe, on the line with us, John can you acknowledge you are on the line? John states he works 30 hours a week at $15 per hour, is this correct? (This is a simple Yes or No)
      3. How NOT to ask: Hello, my name is Jane with the Family Support Division. I have a participant, John Doe, on the line with us, John can you acknowledge you are on the line? How many hours a week does John work and what is the pay rate? (This is open ended)
2. During the interview, while the participant is on the phone, make a 3-way call to the third party to get the needed verification.
   1. Ask the participant for the third-party number. This may be a number to the employer or a direct cell phone number to a supervisor.
3. If the participant agrees to a 3-way call but states, the employer will not be able to answer until a later time after the interview is complete. Staff will not contact the employer after the interview has ended. All 3-way calls must be completed during the interview.
   1. Staff will pend the application for verification, complete the task marking “PEND” for the outcome, and advise the participant they will need to suplly verification.
      1. Ex: The interview is being done at 7 a.m. and the participant states the employer will not be available until 9 a.m.

1. If one task is pended, all other bundled tasks are pended in Current.

1. MO HealthNet Declarations – Recipients of Non-MAGI and SNC must take all necessary actions to acquire annuities, pension, retirement and disability benefits to which they may be entitled to receive, unless the participant can show good cause for not doing so. See Non MAGI Application for Other Benefits

1. NOTE: Enter the verification note prior to applying the evidence. Once the evidence is applied, any edits made will put the evidence back in edit and will be required to verify and apply again.

• If not cross-trained to process Non-MAGI apps, after leaving the necessary comments and running Accuity, leave the application in the flow on FM3Z (EUMEMROL), DO NOT F21 to Confirm. A processing task will be generated in Current™.

• Complete FAMIS CONFLOWS using the available MAGI application and IM-1ABDS per the Processing a Non-MAGI Application from the NL APP SNAP/NON-MAGI Queue at Step #3.
  • If not cross-trained to process Non-MAGI apps, after leaving the necessary comments and running Accuity, leave the application in the flow on FM3Z (EUMEMROL), DO NOT F21 to Confirm. A processing task will be generated in Current™.

Adding and Updating Education/Student Information and Education Detail guide

• Removed the Eligible Status Codes section and moved over to the Adding and Updating Education/Student Information and Education Detail guide. 
• Updated the NE Pop-Up Eligible Student Field: Added TA Program: Do not complete this field for TA participants if the participants do not have SNAP.  Removed wording about D Status code and added: See Adding and Updating Education/Student Information and Education Detail guide for definition of when to use each Student Eligibility Code in Step 2. 

• Step 2: Added when to use each Eligible Student Code 
• Added a Note: This is a mandatory field for SNAP households.  do not complete this field for TA participants if the participants do not have SNAP.

Worker Initiated Rejection guide

• NOTE: Enter the verification note prior to verifying the evidence. Once the evidence is verified, any edits made will require the evidence to be verified again.

1. If participant does not answer the call back and there are additional bundled non-lobby tasks, staff will delete the phone task and pause the case. After the case has been paused, they will notify their supervisor that it will need to be requeued.

• Refer to Refugee Process for Lobby/Non-Lobby SOP
• Forward all applications made by individuals and/or families that meet the above criteria to the Refugee Processing Unit.
  • Scan the completed application packet and supporting documentation to FSDREFUGEE@IP.SP.MO.GOV.
    • Email subject line has the initial of the first name and last name of the applicant.
    • The Refugee Processing Unit is responsible for submitting and indexing the application and supporting documentation to the Work Site.
    • Call 816-889-2267 to complete interviews for refugees (Refugee Hunt Group) 24hrs after application submission.

Name of field process updated from Incomplete or Unsigned MCR/MHN Annual Renewal Process to Reviews and Annual Renewals - Incomplete or Unsigned

Significant Update. Please review.

Active Case with MCR/Recertification/Renewal Due in Desk Rejection for FAMIS Applications guide

• The FA-546, IM-2MCR, and IM-112 must be sent to the participant, and a copy of the IM-2MCR, and IM-112 must be put in the participant’s electronic file (ECM).

Add MO Insurance Policy Details Evidence

IM-1ABDS Process for Non-MAGI Applications Field Process

NOTE: A new IM-1ABDS must be provided if the applicant re-applies.

Appointment Scheduler SOP

• Added New Sections regarding:
  • If the participant does not answer
  • When the call is over
  • If the caller was connected OR a second call was completed that went to voicemail OR caller was not connected for some other reason

• Added new sections regarding: 
  • Copying a Caller's Phone Number for a Call Back
  • Call Back not Needed
  • Making an Outbound Interaction

Cloud User Genesys Guide

• Replaced Nicole Conway with Tennille Nelson

Finding Information in FAMIS

• Frequently Used Quick Links for FAMIS in RCs

• 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)

Processing LIS and MSP Applications Field Process

• Prior Quarter Entered (Y/N): Enter Y as long as the resource has been entered into FAMIS, whether it is verified or not. 
• Date: Enter date the resource was entered into FAMIS. An entry is only required when the previous field has an N. 
• Com: Type an S on the command line in front of the name of any individual requested prior quarter coverage; including the spouse who may or may not be requesting coverage.

Manage an FFM Application in the ES Portal

NOTE: Effective October 1, 2024, Missouri transitioned to a Determination (FFM-D) state. Family Support Division (FSD) will accept fully verified FFM Family MO HealthNet (MAGI) based determinations of eligibility for Medicaid and/or CHIP as final determinations.

Individuals who disagree with the eligibility determinations made by the FFM have the option to have their fair hearing conducted by the Federal Marketplace Appeals Entity or the Department of Social Services (DSS). The adverse action notice will include the option for the participant to appeal to either entity.

Removed steps in Step 2 about Review the Identifications evidence
Removed (6/3/2017 Fix)

TA Work Requirement / COMPACT in 03.3 – Interviewing / Processing (DISABLED thru Supercase EU Summary #1)

• If you have contacted the MEDES Help Desk and they have created a Sales Force ticket DO NOT create an additional Sales Force ticket.  If a Sales Force ticket has not been created by the MEDES Help Desk, click the Create an Incident  button and enter a Sales Force ticket. A Sales Force ticket must be entered before submitting a Bypass

02 – Application Registration in MEDES

Step 2: Locate Documents in the ECM

• Registration situation: Task with a valid DCN
• Registration situation: Task without a valid DCN

• Policy Start Date:   Enter the Policy Start Date (Optional)
• Monthly premium amount for all of the selected members who are enrolled in the plan:  Premium amount ONLY for enrolled members (If not listed, enter $0.00. Enter a note for the processing worker: This needs to be explored for anyone who has access to insurance) 
• Name of the insurance company:  Enter the name of the employee sponsored insurance company (If not listed, enter “Not Reported or Not Listed”, and leave a note for the processing worker)

03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE)

• Field Process: Language Line Interpretive Services
• Telephone Based Interpreter Services
• They are still listed under Tools in the Language Preference section also.  

Reasonable Compatibility

05 – Annual Renewal Non-MAGI & TA

• IM-28, 2023: Reconsideration Period During the Transition Period for all MO HealthNet (MHN) Programs

• Q: Is applicant in need of family planning services?
• A: Enter Yes for all female applicants aged 18-55

• Q: Does the child have a medical condition that if left untreated would result in death or serious physical injury to the child?
• A: No answer is required. Leave Blank.

Cooperation in Pursuit of Medical Support

• Cooperation in Pursuit of Medical Support section:
  Added to guide from Email Memo #66 information regarding:
  Sending CS-201 and IM-31A after MO HealthNet Approval (and verbiage for the IM-31A)
  IM-2E Part 2 or CS-201 Submitted by Participant to the Income Maintenance Unit or Family Support Division
  CS-201 Submitted by Participant to Child Support Division
  Good Cause Approved
  Good Cause Not Approved
  

• Liquid Resource row
• 03.1 Interviewing/Processing guide (Liquid Resource section)

• MEDES Release 4.14.0.A 11/04/2024

• If the action results in no longer meeting eligibility, explore eligibility MAGI and AEG in MEDES. Register a MAGI application in MEDES using the most recent information from the participant's Non-MAGI case and process to determine eligibility.

If action results in no longer meeting eligibility due to: Receiving Medicare and/or SSI, age 65, or disability reported, and participant does not have an active or pending Non-MAGI, explore eligibility for Non-MAGI in FAMIS.

• Refer to Non-MAGI Application: Registering from the NL App MAGI Queue field process to register a Non-MAGI application using the most recent information from the participant’s MAGI case.
• Then process to determine eligibility.

• If the participant is no longer eligible for AEG due to new SSI income and does not have active or pending Non-MAGI, refer to Non-MAGI Application: Registering from the NL App MAGI Queue to explore Non-MAGI eligibility.

• Added Note to Step 2: Do NOT use the Mail Out Request Hand Off
• Added clarification on Step 4: if able/unable to reprint and mail

• When an IM-1TA is received, complete the controlled flow, pend for anything questionable, and send a FA-325 (Request for Information).
• Contact the client for unanswered questions the system won’t pend for, (i.e. drug screening questions).
• If unable to reach the client, send an edited FA-331 with a 10-day response time.
• NOTE: The FA-331 does not automatically print from DOCQUE. Follow normal office procedures for printing and mailing documents.

• NOTE: Refer to the 05 Annual Renewal MAGI guide if the IC has the "Under Renewal" watermark, or IM-1SSL was received within 90 days of the case closing due to failure to return IM-1U. Use the application to complete the renewal. 

1. Create a piece of income evidence reflecting the EOI in question.
   1. Use the name of the business reflected on EOI.
   2. Enter $0 for the income amount.
   3. Add a comment on the income evidence explaining the participant claimed zero income on their application but EOI reflects eligibility in a different program threshold.
2. Generate a 31A specifically asking for clarification of the income discrepancy and verification of income received during the application timeframe.
3. Make a comment on the HoH Person Page.

• Verbally review and discuss the SNAP Work Requirement Consolidated notice (FA-601), regardless, if anyone in the household is subject to work requirements or not. Make a comment specifically about reviewing the FA-601 with the applicant on EUMEMROL (FM3Z)

If a participant returns their MAGI annual renewal during their renewal period and:

• If no changes are reported: Accept all evidence, check eligibility, and finalize case actions. The MAGI Renewal states that no further verification is needed.  Note: Contracted workers can only finalize case actions when there is no change to the Level of Care (LOC).
• If changes are reported and verification was not provided: Review for possible SNAP flexibility.
• If participant does not have an active SNAP case, compare new statement of income with Electronically Obtained Income (EOI) for Reasonable Compatibility (RC)
• If income is not RC, utilize the first contact resolution before sending a 31A request for verification.

In SharePoint > New Worksite:

• If prior to 3pm select the Pre-Authorization Review button to submit case to CCIU review.
• If after 3pm select the Supervisor Review button to submit case for supervisory review.

Added note to: Step 5: Processing a CIC received during Renewal Period

Are you processing a CIC received during Renewal Period?

• • No – Proceed to Step 6
  • Yes - See Process a CIC Received During Renewal Period below

Note: A CIC, in this reference, means a change being reported such as adding a newborn or change of address. If an IM-1SSL MNH application is provided, it can be used to complete the annual renewal. 

Added section: Supplement Received as Change in Circumstance

• • When a supplement is received, and the participant has active Non-MAGI, staff should:
    • • Treat the supplement as a change in circumstance
      • Follow the Change in Cirucumstances in FAMIS guide to enter all new or changed information into FAMIS and evaluate the impact on eligibility

Upload a Document Using Encapture Collect

Added the following keywords to locate the Interview Follow-Up Questions Chart.  

follow-up
follow
follow up
interview questions
follow-up questions chart

• If a participant does not receive SSI or Social Security based on disability, disability must be established through MRT. However, a Social Security Favorable Decision (FD) letter can be used for 12 months after the date of the letter if an SSI or SSD benefit is not received. The disability start date may be stated in the FD letter, or by using the date of the letter, whichever is earlier. 

03.4 – Interviewing / Processing (Vehicle thru Closing the Interview)

Question 2: Are any people on the application receiving coverage through Alternative Care through Children’s Division?

• Yes – Leave the application in pending status
  • Send an email to Cole.MHNPolicy@dss.mo.gov
    • Use subject line “AC clsoure for ME (select one of the following: 07, 08, 36, 37, 38, 50, 52, 56, 57)
    • These fields are required to process your request: 
      • • Name(s)
        • DCN
        • Physical Address
        • Mailing Address (only if different from physical address)
        • Phone Number (if provided)
        • Level of FSD coverage ready to approve
        • Date of application, the head of household (HOH), and HOH DCN
  • State office staff will review the case for the correct level of care. Allow ample time for communication with other divisions. An email will be sent to the original requestor with results. Once the response is received, FSD approvals should be completed within 2 business days. Ensure Managed Care updates in the overnight batch.
• No - Authorize the Application Case using the instructions below

• Mail a Non-MAGI Application Letter (IM-2NMA) and Medical Review Team Packet (IM-61MRT) to the participant. Follow your local office procedure for mail outs.

• 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

• Permission to gather verification from Accuity on the participant's behalf is granted when a participant applies for Non-MAGI coverage. This permission includes the spouse. 
• Permission to use EVS sources that have FCRA requirements may be revoked by an applicant/participant in writing. If access was previously revoked, participants may use an IM-6EVS Authorization for Verification form to reinstate permission to consult sources that have FCRA requirements.
• MHDC applications and annual reviews require parents to verify their income and assets. The parent(s) in the home grant permission by applying for MHDC coverage. 

• If unable to take this action, submit an ECM ticket. Use Problem Category: Mis-Indexed/Mis-Assigned Item.

Added info:

After the person is registered in MEDES and application is submitted, if the DCN does not transfer automatically, use the MAGI DCN Assignment/Transfer from Common Area guide to transfer the DCN from the common area to MEDES.

Question 2: Are any people on the application receiving Alternative Care (AC) coverage through Children’s Division or receiving Presumptive Eligibility (PE) coverage?

• Yes – Follow instructions in the Closing Presumptive Eligibility and Alternative Care Field Process.
• No – Authorize the Application Case using the instructions below

• DOCQUE in 03.4 Interviewing/Processing
• EUMEMROL in 03.1 Interviewing/Processing
• Step 12 of the 02 Application and Add-A-Person Registration in FAMIS

NOTE: Until the changes are complete, send a manual approval letter with the below specific language to all participants approved while pending verification of citizenship, nationality, or eligible immigrant status. Save a copy to the ECM and include a comment on the HOH person page.

• Proof of [Choose one of the following] Citizenship/national/qualified immigration status was requested for _____ and was not provided.  _____ was approved for MO HealthNet, but may lose coverage if his/her proof of [choose one of the following] citizenship/national/qualified immigration status is not provided within 95 days of this letter. Contact FSD if you have a delay in obtaining this verification.

• Offices will remain open until 5pm only to schedule appointments and accept drop off documents.
  • If an office meets the triage criteria and does not have a BPA or clerical as triage staff, please designate one staff member only to triage during this time.
  • One person Resource Centers will need to click “Get Next” in between participants at the window.

Updated

Question 1: Is the participant reported as lawfully present? 

• Yes – Continue to Question 2
• No – Aliens Not Lawfully Present do not require further verification and are ineligible for MO HealthNet benefits but may be eligible for SMHB if pregnant or emergency medical care (EMCIA). See

Question 2: Is the participant a Qualified Immigrant or a Qualified Non-Citizen?  

• Yes –
  • Qualified Immigrant: Follow directions in the Verify Lawful Presence guide and refer to Refugee Processing SOP
  • Qualified Non-Citizen: The system is not updated to process eligibility for COFA migrants. See COFA Mitigation for process when working applications that include any COFA migrants. 
• No – Aliens Not Lawfully Present do not require further verification and are ineligible for MO HealthNet benefits but may be eligible for SMHB if pregnant or emergency medical care (EMCIA). See 1700.000.00 Emergency MO HealthNet Care for Ineligible Aliens (EMCIA).
  • Note: If Citizen Status is Alien Lawfully Present but applicant is not a Qualified Immigrant or Qualified Non-Citizen, the Citizenship status must be updated to Not Lawfully Present to avoid incorrect eligibility. 

• 01 Locate DCN of Participants: 
• 03 Processing an AC
• 04 Managing an IC / CIC

• Refugee
  • All Access points refer to Refugee Application Process
  • For Refugee documentation, forward to the Refugee Customer Service Center FSDREFUGEE@ip.sp.mo.gov.
  • Authorized Representatives, such as Local Resettlement Agencies, can call 816-889-2267 to complete processing on behalf of their Refugee clients.
    • This number should NOT be given out to clients now that Statewide Lobby has been set up to assist Refugee participants.

• clarify Accuity must be ran on all Non-MAGI application at time of registration
• Follow directions in the Accuity guide to gather bank account information of the person(s) for whom benefits are requested and their spouse. 

• If a customer leaves the RC without staff knowing they left, continue to provide the best customer service by completing the SWL call; do not terminate your call. If you know the customer left the RC while completing the SWL call, send an email to your Supervisor/Program Coordinator including the DCN of the customer that left the lobby and the name of the RC they left during your SWL call. These emails will identify trends and offices that are not reconciling their lobbies.

Child Care Subsidy Transition to DESE
https://fsdimresources.mo.gov/?docs=child-care-subsidy-transition-to-dese

The email we are now using is ccfamililes@dese.mo.gov.

The mailing address for applications and verification is:

Missouri Department of Elementary and Secondary Education
Office of Childhood-Child Care Subsidy
PO Box 480 Jefferson City, MO 65102

An updated application is here: Application for Child Care Subsidy for Children and Families | Missouri Department of Elementary and Secondary Education

Added ECM Ticket submission info to Step 4, Question 2. 

Child Care Inquiries SOP https://fsdimresources.mo.gov/?docs=child-care-inquires-in-fsd-resource-centers-sop

The email we are now using is ccfamililes@dese.mo.gov.

The mailing address for applications and verification is:

Missouri Department of Elementary and Secondary Education
Office of Childhood-Child Care Subsidy
PO Box 480 Jefferson City, MO 65102

An updated application is here: Application for Child Care Subsidy for Children and Families | Missouri Department of Elementary and Secondary Education

Added:

1. Due Date:
   1. 1. Use due date reported
      2. If unknown, enter 8 months form the date of application based on the appropriate Level of Care as the due date. Use the Date Calculator to assist in determining this date

• NOTE: When the child meets the definition of living with a parent, per MADC Basic Eligibility Requirements, submit an Accuity request for the child as well as the parent(s) when registering the application.
• When registering the application, enter parent(s) and sibling(s) as "No Benefits Requested" and NOT as "Excluded". The system will not count anyone on the budget that is 18 or over so it is allowable to include them on the registration. 

1. NOTE: Only verification indicators of US Citizen Verified and US REAL ID Verified are to be used as verification of Citizenship status.

Question: My Spend Down that is automatically withdrawn out of my account changed. What happened?

Response: 

First, let's review your Spend Down budget together. Reference: Reviewing Budget for Spend Down Clients SOP

• Review the budget with the participant and this will explain how the spend down amount is determined.
• Always be sure the participant understands; the Spend Down Pay-In amount may vary monthly based on family size and income.

Child Support Assignment / Referral & Cooperation (TA)

1. IM-1TA Application incorporates the IM-2E in Section 39 and CS-201 forms in Section 40.

Dependent Care Expense (SNAP/TA) in 03.4 Interview/App Processing guide

• The maximum deduction for a child under 2 is $200.  The maximum deduction for anyone over age 2 is $175.

MHABD AG Options (Non-MAGI) in 03.4 – Interviewing / Processing (Vehicle thru Closing the Interview)

Dependent Care Expense (SNAP/TA) guide

• Mileage Calculation Example (mileage is calculated for a monthly total):
  • • Question: How many miles is it to the Provider from your home?
    • Answer: 6 miles
      • • Math: 6 miles x 2 = 12 daily round-trip miles
    • Question: How many days per week do you travel to this provider:
    • Answer: 4 days per week
      • • Math: 12 daily miles x 4 days a week = 48 miles per week
        • Math: 48 miles a week x 4.333 weeks a month = 207.98 monthly miles. Rounded up to 208 monthly miles.

02 – Application and Add-A-Person Registration in FAMIS

QMB / SLMB Basic Eligibility Requirements

• NOTE: Search to confirm if applicant's ID has already been provided

1. SNAP (all actions) and MHN (Annual Renewals) ONLY: Obtain supervisor approval to pend the case before generating the FA325 for any SNAP action and all MO HealthNet Annual Renewals.
2. SNAP (all actions) and MHN (Annual Renewals) ONLY: Prior to the edited FA325(s) being sent out to the participant, a 2nd supervisory review must be completed for SNAP actions and MO Healthnet Annual Renewals. This is to ensure the household has enough detailed information to provide the verification requested.

Current™ Quality Assurance Outcomes and Real-Time Staff Monitoring: An SOP for Management

Current™ Username Suffixes:
The list of suffixes has been removed and replaced with:
“For Current Naming Standards and Suffixes, see Current™ Organization Updates & Naming Suffixes – IM Resources”

• Income in 03.2 Interviewing/Processing
• Self-Employment Income Guide
• Income in 03 Processing an Application Case
• Income in 04 Managing an Integrated Case / CIC
• EVS row in IM Resources

Cancel Close Quick Reference

MEDES Application Processing With Incarceration Evidence Guide 

IM-1ABDS Process for Non-MAGI Applications

• NOTE: FA-ABD will generate and be sent out in the overnight batch process. Staff will have to wait till the next day to print and mail if needed.  Follow your local office procedure for mail-outs.

• Please send an email to FSD.IM.GenesysTeam@dss.mo.gov. Include in the email a screen shot of the incorrect response. (example below)

Added to section No, IM-1ABDS was not provided section:  NOTE: FA-ABD will generate and be sent out in the overnight batch process. Staff will have to wait till the next day to print and mail if needed.
Non-MAGI Registration Flow Chart updated.

Statewide Lobby SOP for Resource Centers

• 03.1 - Interviewing / Processing (Prior to Processing thru INTRFACE)

• Removed link to IM-47 Memo introducing IM-3TADrug form from 5/13/2013 as this form is now part of the application

• Removed links to IM-116 7/17/20 MHABD Authorized Representative FAMIS Enhancement, IM-137 8/30/19 MHABD Authorized Representative FAMIS Enhancement and IM-10 1/9/18 Appointing an Auth Rep on Another Type of Designation Form as this information is already in the AUTHREP user guides

• Removed link to IM-15 Introducing the NAC Matches for SNAP as the information in the memo is in the NAC User Guide and IM Resources already
• Added clarification that NAC results are not required to be in the ECM

• Removed link to 2023 Email Memo IM-29 and added information from the memo about excluding current month's income for each program
• Removed link to 2017 IM-09 Revised Resource Verification Procedures for Non-MAGI Reinvestigations and added info from the memo regarding participant attestation of resources during a review
• Removed link to IM-175 Accuity & the FCRA Notification requirements as this memo deals with FAMIS form updates and a temporary process that is no longer in use
• Removed links to IM-96 Crowdfunding for MHABD Program and IM-44 Update to Non-Exempt Resources in SNAP and replaced with links to 18.1.1 Treatment of Resources Chart 
• Removed link to IM-139 Cryptocurrency and Digital Currencies for SNAP & MHABD and replaced with link to 18.1.1 Treatment of Resources Chart 

• Removed link to Hot Tip 06/08/2018 Verification of CSV and added the info from the hot tip to this section.
• Removed link to 2017 IM-09 Revised Resource Verification Procedures for Non-MAGI Reinvestigations and added info from the memo regarding participant attestation of resources during a review

• Removed links to Email Memo 04 FAMIS Enhancement for Incarceration Matches & IM-70 Introducing Incarceration Matches for SNAP and replaced with a link to a newly created SNAP Incarceration Matches guide

• Removed link to IM-48 Ending Earned Income in FAMIS as info is in the Ending Income guide
• Removed link to IM-67 2020 Manual Update and IMES Clarification for all IM Programs as this information is elsewhere in the manual and IM Resources
• Removed link to IM-115 2021 Introducing Information Accessed from Kansas Department of Labor (IM-39K) Form as information is already in Income section under verification heading

• Removed links to IM Memo 78, 2014 Missouri Courts Case.Net to Be Used as Verification of Discharged Probation for the Exception from the Food Stamp Drug Felony Disqualification, Email Memo 87, 2014 Drug Felony Convictions Clarifications, IM Memo 45, 2014 Exceptions to Felony Drug Convictions for the Food Stamp Program and IM Memo 81, 2022 SNAP Disqualification Due to Certain Criminal Convictions as the info in all these memos is in the manual, IM Resources and user guide
• Removed link to IM-33 METP as information from the memo is already in this section of IM Resources

• Removed link to Email Memo IM-60 2016 Auto Closing of Individuals with no SSN in FAMIS as the information appears in this section of IM Resources under Guidance

• Removed link to Hot Tip, 2022, Completing EDINFO screen in FAMIS for all household members, this information appears in this section of IM Resources already

• Removed link to IM-137, 12/16/1997, Emergency Medical Care for Ineligible Aliens as this information has been added to the FSD Policy Manual
• Removed link to IM-24, 05/15/2016, Accepting Citizenship Documents From Health Care Entities

• Removed links to IM-131, 08/28/2019: MO HealthNet for the Aged, Blind and Disabled (MHABD) Application for Other Benefits and IM-70, 11/21/2014: MO HealthNet Requirement to Apply for Other Benefits- this information appears in the Application for Other Benefits User Guide in the same section

• Removed link to IM-6 2005 TA Implementation in FAMIS and Voluntary Job Quit as this info is in policy

• Removed links to IM-97 Introducing New Consolidated Work Requirements Notice for SNAP, IM-117 Review of the Consolidated Work Requirements Notice for SNAP, IM-71 Changes to SNAP ABAWD Age Limit & Exemptions, IM-49 Update to SNAP SkillUP Referral Process, & Email Memo 9- System Modifications Regarding SNAP ABAWD Requirements- information from these memos is in FSD Policy Manual and IM Resources

• Removed links to Email IM-18, 2023, ABAWD Work Requirements Resume for SNAP, IM-71, 2023, Changes to the SNAP ABAWD Age Limit and Exemptions, Email Memo 9- System Modifications Regarding SNAP ABAWD Requirements as information is in policy & IM Resources already

• Removed link to IM-119 July 27, 2020 Approving MHABD Nursing Home Care on a Date Other Than the Date of Admission to Allow Participant to Deplete Resources Below the Resource Limit

• Removed links to Memo IM-#84 08/28/2015: TA Non-Compliance with Work Requirement Sanctions and Memo IM-#33 06/24/2014: Missouri Employment and Training Program (METP) *Now known as SkillUp as information is already in policy

• Removed links to IM-126, 2019, Department of Health and Senior Services (DHSS) Referral Letters for Use In the Home and Community Based Services (HCB) Unit and  IM-72, 2015, Clarification of Referral Process for Home and Community Based Services, information is in guides

• Removed link to IM-#85 08/28/15 New Spouse Disregard & replaced with link to FSD Policy Manual

• Removed link to IM-30 04/03/08 Change in Levels of Licensure for Nursing Facilities and replaced with a link to FSD policy manual 7.3.4 SNC Payment & Grant Amount

• Removed link to IM-09, 01/27/2017: Revised Resource Verification Procedures for MHABD Reinvestigations, info is already in policy

• Removed links to IM-125, 11/18/1997: Health Insurance Premium Payment & Email Memo 27 4/29/2022 Suspending Adding IIVE Information to the ECM System, information is in FSD Policy
• Removed links to Hot Tip, 7/31/2024 Correctly Entering or Ending Medical Expenses at Application, Recertification & Mid-Certification & Hot Tip, 8/24/2023, SNAP Medical Expenses Found on MEDHIST- info from these hot tips is already in IM Resources entry

• Removed links to IM-125, 11/18/1997: Health Insurance Premium Payment & Email Memo 27, dated 4/29/2022 Suspending Adding IIVE Information to the Electronic Content Management (ECM) System, info is in FSD Policy

• Removed link to IM Email Memo 28, dated 5/19/2020 Approving QMB Eligibility During Conditional Medicare Part A Period, information is in FSD policy

• Removed link to IM Email Memo 27, 2022 Suspend Adding IIVE Information to the Electronic Content Management (ECM) System, info is in policy
• Removed link to IM Email Memo 11, 2021 FAMIS Verification Codes and Fair Credit Reporting Act (FCRA) Notification Added to FAMIS Notices, this information about ver codes is available on the verification matrix

• Removed link to IM Memo #143 12/5/22 and replaced with a link to Appendix J. Also corrected the max home equity amount in the Vendor, PACE & HCB information to reflect current amount

• Removed link to IM-11 Introduction of Suspension of MO HealthNet Benefits for Incarcerated Participants for All MO HealthNet Programs, dated February 17, 2020 and replaced with a link to Incarceration of MO HealthNet Participants in 04 Change in Circumstances in FAMIS.
• Removed link to Email Memo-7 System Changes in FAMIS to End Food Stamps (FS), Temporary Assistance (TA), and Child Care (CC) Benefits when MO HealthNet for the Aged, Blind, and Disabled (MHABD) is Suspended Due to Incarceration, dated March 29, 2020 replaced with link to policy.

• Removed link to IM-11 Introduction of Suspension of MO HealthNet Benefits for Incarcerated Participants for All MO HealthNet Programs, dated February 17, 2020 and replaced with a link to Incarceration of MO HealthNet Participants in 04 Change in Circumstances in FAMIS.
• Removed link to Email Memo-7 System Changes in FAMIS to End Food Stamps (FS), Temporary Assistance (TA), and Child Care (CC) Benefits when MO HealthNet for the Aged, Blind, and Disabled (MHABD) is Suspended Due to Incarceration, dated March 29, 2020 replaced with link to policy.

• Removed link to IM-115 2021 Introducing Information Accessed from Kansas Department of Labor (IM-39K) Form, information is on guide under verification section
• Removed link to IM-67 2020 Manual Update and IMES Clarification for all IM Programs, info is in commenting guidance section on guide
• Removed link to IM Email Memo #46 2019 Income Which Has Ended Clarification, information is Ending Income guide
• Removed link to IM-89 2022 all Program Update to Policy when No Data is Shown on IMES and "No Data" Definition, information from this memo is in the guide

• Removed links to IM-41 Introducing the Missouri SuN Bucks Application and IM-42 Introducing the Spanish Missouri SuN Bucks Application

• Alternative Care/Foster Care What is Alternative Care Row : Removed link to IM-81 9/10/13 Possible MHN Eligibility for Persons Age 19-26 Who Have Previously Been in Foster Care and replaced with a link to FSD Policy manual
• Alternative Care/Foster Care Closing Coverage Row: Removed link to IM-34 4/20/15 Clarification of Possible MHN Eligibility for Persons Age 19-26 Who Have Previously Been in Foster care and replaced with a link to FSD Policy Manual
• Refugee Assistance Program row, removed reference to 2024 IM Email Memo Reminders & Updates Regarding FSD Refugee Unit as this row contains the instructions found in the memo
• Fraud Reports Row, replaced the link to the Fraud Calls memo with a link to the Overpayment/Fraud Referral Hand off

03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE)

Received Out of State / Migrant Seasonal Farm Worker section:  Added link to National Directory of Contacts under Tools.

Denying an Application (Ongoing or PQ) guide

Withdraw or Deny an Application Case from the Integrated Case

• Removed link to Email Memo IM-13, 4/3/2020 as memo is only an introduction to the guide linked in the same paragraph on this page
• Removed link to IM-45 5/6/15 Changes to the Process for Unsigned Applications for MHN and replaced with a link to Reviews and Annual Renewals: Incomplete or Unsigned 
• Removed link to IM-114 and replaced with a link to Reviews and Annual Renewals: Incomplete or Unsigned
• Replaced link to 1802.020.00 Signing the Application with a links to 8.2.3 Signing the Application and 2.4.2 MO HealthNet Authorized Representatives
• Replaced link to 1802.020.45.05 Deceased Individuals and replaced with a link to 8.5.5 MO HealthNet Applications for Deceased Persons

PDF Creator
link to the PDF Creator guide is fixed. 

03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE)

• Accept client statement for Family Relationships unless relationship is questionable or needed for citizenship purposes.
• NOTE: FAMIS updates are forthcoming. Cases will fail on relationships until FAMIS has been updated to accept CS, collateral contact (CC) will pass FAMIS for relationships. Add appropriate comments to explain the coding.

• Removed links to IM-30 04/04/2020 COVID – 19 Temporary Updates to the Temporary Assistance Program &  IM 66 05/26/2020 Update to Memo # 30 Dated 04/04/2020 as this guidance was temporary for COVID PHE
• Removed link to IM-83 08/28/2015: New Eligibility Requirements For Temporary Assistance Applicants as info about PRP is in FSD Policy and document links in memo are located in the forms manual

• Removed links to old manual and replaced with current FSD Policy Manual links
  • Excess Shelter Costs 1115.035.25
  • Allowable Shelter Costs 1115.035.25.05
  • Mandatory Utility Standards 1115.035.25.15
  • Special Situations 1115.035.25.25
  • Homeless Standard Deduction 1115.035.25.40
  • Questionable Information 1102.015.50

• Removed links to IM-64 2022 Update to the Address Change Policy for SNAP and IM-139 2020 Supplemental Nutrition Assistance Program Change and Manual Revision to Introduce the Homeless Standard Deduction as information is in FSD Policy Manual and address change guidance from memo is under Address Change in 04 – Change in Circumstances in FAMIS

• Removed links to IM-Memo 99, 2021 National Accuracy Clearinghouse (NAC) Pilot
  IM Memo 100, 2021 National Accuracy Clearinghouse (NAC) Collision Reports as this information is in the FSD policy manual and the NAC User Guide.
• Removed instruction to add NAC match to ECM, as NAC matches are not required to go into ECM, a thorough comment in the eligibility system which includes the Match ID is sufficient documentation of a NAC match

• Removed links to IM Memo 78, 2016 FSD Social Security Interface Verifies Food Stamp Identity, Email Memo 24, 2015 Verification of Identity for Efficient Food Stamp Application Processing, and Email Memo 45, 2015 Missouri Driver's License (MODL) for Identity Verification as information is in FSD Policy manual
• Removed link to Hot Tip 01/31/25 Unnecessary Verification Requests for Identity as the info from this hot tip is in IM Resources in multiple locations and guides

• IM Memo 18, 2015 Disqualified for Felony Drug Conviction Manual Update
• IM Memo 7, 2015 Policy Update to Disqualified for Drug Felony Conviction
• IM Memo 78, 2014 Missouri Courts Case.Net to Be Used as Verification of Discharged Probation for the Exception from the Food Stamp Drug Felony Disqualification
• IM Memo 77, 2014 Exceptions to Felony Drug Conviction Disqualification for the Food Stamp Program
• Email Memo 87, 2014 Drug Felony Convictions Clarifications of Memo IM-53
• IM Memo 53, 2014 Drug Felony Convictions for the Food Stamp Program
• IM Memo 45, 2014 Exceptions to Felony Drug Convictions for the Food Stamp Program 

Managing an FFM Application in the Caseworker Portal

03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE)

• IM-71 2023 Changes to the SNAP Able-Bodied Adults Without Dependents (ABAWD) Age Limit and Exemptions 
• IM-48 2023 SNAP Work Requirement  Manual Section Updated
• Email Memo IM-12, 02/10/2016 Deleting and Adding Non-Work Months for Able Bodied Adults Without Dependents (ABAWD)

Non-MAGI Verification in FAMIS

Note: Funding for replacement of SNAP electronically stolen benefits ended December 20, 2024. Benefits stolen after December 20,2024 are no longer eligible for replacement. Replacement requests previously reported on the Electronically Stolen Benefit Replacement Request (IM-111) form will no longer be accepted or processed for thefts that occurred after December 20,2024.
Removed sections:  Field/Call Center Staff Responsibilities, Retroactive Claims or Previously Denied Possible ESB, and Specialized Staff Responsibilities

• SNAP:
  • If multiple applications are received by the same household prior to the due date of the first application received and no eligibility determination has been made:
    • The first application received from the household will be the application date for the SNAP application.
    • Desk rejection(s) for the other applications received, are not required, but staff must compare the information on each application to determine if there were changes reported not on the first application received.
    • All applications should be kept on file with the participants case record and thoroughly documented all actions taken.

• If SSN has not been provided, before specifically asking for an SSN say, “Providing a Social Security Number is voluntary, but benefits may not be approved for a person if it is not provided.”

Before ending the interview, be sure the participant understands what is being asked of them and how/when they will receive their benefits.

• Rejection reason, OR
• Status of Application; and
• What verification is required to finish processing (if any); and
• Benefit amount (if known) and timing of payments; and
• Length of certification period

Provide information about other programs/assistance as appropriate:

• Other FSD benefits: Discuss other programs if participant appears potentially eligible
• Other needs: If caller expresses a need for other types of assistance, then search/refer to familyresources.mo.gov

• For SNAP, FSD considered a statement that rent and utilities are billed together to be questionable. FSD requires an itemized statement to determine the breakdown of rent and utility costs.
• Household paying a specified amount of utility expenses that are a portion of the rent are entitled to the appropriate utility standard, including Department of Menal Health (DMH) participants.

• Question: How many miles is it to the Doctor's Office from your home?
• Answer: 6 miles
  • • Math: 6 miles x 2 = 12 daily round-trip miles
• Question: How many days per month do you travel to this doctor?
• Answer: Once, every other week
• Math: 12 daily miles x 1 day a week = 12 miles per week
  • • Math: 12 miles a week x 2.166 weeks a month = 25.992 monthly miles. Rounded up to 26 monthly miles

First Contact Resolution SOP

MHN Annual Renewal Processes

Phone and Document Translation Services

Section 

Written Translation Services: This whole section has been revised.

Requested and Pending Hearings SOP

03 – Processing an Application Case

Step 10: Non-Citizen lawful presence 
Added: 

• NOTE: The eligibility system requires verification for the pregnant mother for “Citizenship without Identity” and “Identity” evidence.
  • For non-qualified immigrants, select “Other documentation verified by caseworker” as the Verification Item for SMHB cases.
  • Use the following comment when adding a verification item to these pieces of evidences: “Ineligible for MPW, SMHB explored. ID/Citizenship/SSN not required or verified due to non-qualified immigrant status.”

04 – Managing an Integrated Case / CIC

Step 1 – Is the SMHB participant a Non-Qualified Immigrant?

• Yes – Identity/Citizenship/SSN documentation is a requirement for MPW but not for SMHB for non-qualified immigrants. Do not require Citizenship/Identity/SSN verification of nonqualified immigrants for SMHB. Follow Directions in  Non-Citizen Lawful Presence guide, then see Step 2.

• No – Step 2

• • • Forward pdf copy to MRT.ProcessingCenter@dss.mo.gov

03.4 – Interviewing / Processing (Vehicle thru Closing the Interview)

Step 1: Review forms
Incorporated email memo electronic signature on annual renewals submitted through IM Portal into step 1.

• 03.4 Interviewing/Processing : Section Outstanding Verification
• 05-Annual Renewal Non-MAGI & TA

• 03.4 Interviewing/Processing:  Verification Section Personal Property 
• 03.1 Interviewing/Processing: Verification Section Liquid Resources
• 03.4 Interviewing/Processing: Verification Section Life Insurance 
• 03.4 Interviewing/Processing: Verification Section Real Property
• 03.1 Interviewing/Processing: Verification Section Prepaid Burial

• Edit ID Details Evidence Type Social Security Number From Integrated Case
• Editing Citizenship Evidence
• Evidence Verification Chart
• Tools > CCIU Guides > MAGI: Reasonable Opportunity if you need more guidance or MEDES Notes and Comments SOP

• RO is the period of time participants are allowed to provide documentation of citizenship status, ID or SSN for Newborns if status cannot be verified at application or before approval. If Verification is not provided, then MEDES will trigger an Adverse Action to close coverage.
• The RO period begins the date the MHN application is approved. The Reasonable Opportunity Evidence tracks the due date and is automatically end dated once the verification is received and entered.

Shelter Expense (Non-MAGI/SNAP) Guide
Added the Shelter Expenses Chart & Utility Standards Chart to this section from the SNAP Expenses page.  
Removed the SNAP Shelter Expenses page as this information is already in Shelter Expense (Non-MAGI/SNAP) guide in 03.2.   

04 – Managing an Integrated Case / CIC

03.3 – Interviewing / Processing (DISABLED thru Supercase EU Summary #1)

ABAWD (SNAP)
Guidance section has been reduced and simplified. 

• FAMIS Programs: Authorized Representative in 03.1 Interviewing/Processing

• 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

Add a Note/Add an Authorized Representative has been updated to include: 

NOTE: MEDES does not have a field to capture Authorized Representative details.  Follow direction below to record notes regarding an authorized representative.

Authorized Representative (IM-6AR) form:

• When all boxes are checked regarding the role of the Auth Rep, only the most restrictive option must be given to the Auth Rep.
• Staff should try and contact the participant and discuss if they intended to restrict this representative.  If they did not, a new IM-6AR must be submitted with only the intended options selected.

04 – Change in Circumstances in FAMIS

Guidance

At this time Insights Engine is used for applications and SNAP Recertifications. 

• Add-A-Person Requests: If the Get Insights Engine button is available on the task, Insights Engine can be used.

• Added the process along with the compliance/disqualification codes, and how to resolve an ISD. 

• Note: When an address is updated in both FAMIS and MEDES, it should cross over to HealthTrack and update the address.  If it does not, then contact MHD Premium Payment Unit to request an update.

• Note: When an address is updated in both FAMIS and MEDES, it should cross over to HealthTrack and update the address.  If it does not, then contact MHD Premium Payment Unit to request an update.

Multiple Applications Received prior to the due date of the first application guide:  This section has been revised as the process is the same for SNAP/TA/MHN.  

• DISABLED
• ABAWD
• EMPLOY
• MRT

02 – Application and Add-A-Person Registration in FAMIS

Step 4: When NOT to Register the Application
Question 2: Updated to clarify when to accept-Accept IM-1SSL with revision date of 09/2023 and IM-1TA (long form) with revision date of 02/2024.  All TASFs are accepted.

Step 3: When NOT to Register the Application
Question 2: Updated to clarify when to accept: Accept IM-1SSL with revision date of 09/2023 and IM-1TA (long form) with revision date of 02/2024.  All TASFs are accepted.

03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE)

• Common Excluded items:
  • Current month’s income should be excluded.  It is counted as income on the income screen, not as a resource.  Use CI (current month’s income) in the Excl Rsn field.
• Outstanding checks should be excluded.  Use OC (outstanding check) in the Excl Rsn field.

MAGI Application with Incarceration Evidence

• NOTE:  Send the IM-150 to MHNJailanddocreport@ip.so.mo.gov even if it is received completed already with the IM-1SSL.

Entering a Sanction or Disqualification

Statewide Lobby SOP for Resource Centers
Non-MAGI Annual Renewal Process

• Add and Claim a New Task in Current and Claim another task in Current™.

1. Accept client statement for Family Relationships for all MO HealthNet programs unless relationship is questionable or needed for citizenship purposes.
   • If the relationship is questionable, leave the verification code blank and request verification.  Do not remove verification if this has already been verified by another program.

05 – Annual Renewal MAGI

f a participant returns their MAGI annual renewal during their renewal period and:

• If no changes are reported and the participant accepted all information in the pre-populated IM-1U:
  • Staff must review the SOP MAGI Renewals to determine where the pre-populated data that was accepted came from as this can affect whether further review is necessary.

05 – Annual Renewal MAGI

Step 8: Processing Annual Renewal during the Reconsideration Period
Broken link fixed. 

03 – Processing an Application Case

• WIBCA – PQ (Adding Prior Quarter after Authorization)  

06 – SNAP Mid Certification Review

02 – Application and Add-A-Person Registration in FAMIS

Sending Notices to Authorized Representatives

• 03.1 Interviewing/Processing (Prior to Processing thru INTRFACE)
• 02 Application Registration in MEDES
• 03 Processing an Application Case
• 04 Managing an Integrated Case

Cancel Reject / Cancel Close in FAMIS

National Accuracy Clearinghouse (NAC)

02 – Application Registration in MEDES

MAGI Application with Incarceration Evidence

03.4 – Interviewing / Processing (Vehicle thru Closing the Interview)
IM-1ABDS Process for Non-MAGI Applications

Experian’s contact information is automatically added to the adverse action and action notice for any negative actions that used Experian data (and the VOE verification code was used).

Contact information for Experian:

• Experian’s National Consumer Assistance Center
• P.O. Box 4500, Allen TX 75013
• Phone: 7-888-397-3742

02 – Application and Add-A-Person Registration in FAMIS  Step 4, question 2

02 – Application Registration in MEDES  Step 3, question 2

02 – Application and Add-A-Person Registration in FAMIS

Step 2: Add or Pull Application Registration Task from Current (if applicable) 
Removed link to Registering FAMIS applications in Current Guide. 

04 – Managing an Integrated Case / CIC

Application Hand Offs

Training: Current/Process Improvement

Non-MAGI Application: Registering from the NL App MAGI Queue

04 – Managing an Integrated Case / CIC

• No – Review the Integrated Case Pre-Work Checklist then follow direction on the Address Change on Integrated Case/(CIC) guide Step 1-Step 12
• Yes – Review the Integrated Case Pre-Work Checklist then follow direction in the Address Change on Integrated Case/(CIC) guide Step 1-Step 18
• (Address Change on an Integrated Case with a CIC guide has been removed and combined into Address Change on Integrated Case/CIC.  

Reviews and Annual Renewals: Incomplete or Unsigned

TA and MHN
Added: See Signed but incomplete TA Review (FA-2-2) or MHN Annual Renewal (FA-420, IM-1U) for further instructions.

03.2 – Interviewing / Processing (INCOME thru Cat Elig)

Shelter Expense (Non-MAGI/SNAP)
Mandatory Utility Allowance Chart: removed $ amounts from each standard.  Added link to policy 18.2.3 Income, Resource, and Benefit Tables  

03.4 – Interviewing / Processing (Vehicle thru Closing the Interview)

Dependent Care Expense (SNAP/TA)
Changed: Include mileage and transportation even when:
To:
Include mileage OR transportation even when:

Denying an Application (Ongoing or PQ)

Call Screening / Opening Statement in 03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE) 

• Note: If IVR has verified the participant, the worker does not need to screen participant.

IM Benefits Portal Guide

Participant Screening SOP

• Staff are required to offer a Voter Registration card to participants when they are in the office for an interview, or when staff are handing out (providing) an application to a customer. OR when customers are in the office to turn in an application, review, or change of address for any program.
  • Received cards are to be entered into ITrackRS.
  • For more information see Voter Registration.

2. If an IM-1SSL, web app, or a phone application is received, PQ is pursued if requested by the participant OR participant qualifies for SLMB1/SLMB2.

• Participant Moved out of HH- Integrated Case
• Add-A Person to an Integrated Case
• Voluntary Closing
• Add-A-Person to an Existing Application Case
• Cancel Reject/Cancel close in MEDES

Step 7: Cancel Close-Annual Renewal Not Processed Timely
Step 7 has been updated for instruction to cancel close when the IM-1U was not processed timely. 

Step 8: Processing Annual Renewal during the Reconsideration Period 
Step 8 has been updated 

03.2 – Interviewing / Processing (INCOME thru Cat Elig)

Categorically Eligible
This section in the guide has been updated:  Added instructions for the two-step process to remove and then add on the CATELIG screen for childcare. 

02 – Application Registration in MEDES

• MAGI Application Processing Field Process – IM Resources (mo.gov)

03 – Processing an Application Case

• Income Flowchart

03 – Processing an Application Case

04 – Managing an Integrated Case / CIC

Step 2: Are you changing a participant’s tax filing status?

• • • • Yes – Follow guidance in the following guides in the order listed
        1. End Tax Filing Status and End Current Tax Relationships that are tied to the Ended tax filing status.
        2. Add New Tax Filing Status
        3. Add New Tax Relationships making sure they are tied to the New tax filing status.

04 – Change in Circumstances in FAMIS

Incarceration for MO HealthNet Participants
On question 3: Removed---No, the individual is considered to reside in an institution and is not eligible for MO HealthNet benefits.

• Updated MRT Fax number to 417-895-6152

03 – Processing an Application Case

Step 12: Verify Outstanding Evidence and/or Removing Evidence Verification
Fixed the link for MAGI Reasonable Compatibility Scenarios Tool PDF

• Yes – Determine if evidence verification or an Authorized Representative (IM-6AR) form is needed for the remaining members:
  • • When eligibility can be determined for part of the HH but verification is required to determine eligibility for the rest of the HH, follow directions in the MAGI HH Individual Determination: Verification Required guide
    • When an application filer does not have the authority to apply on an individual’s behalf without an IM-6AR, follow directions in the MAGI HH Individual Determinations: IM-6AR Required guide.
• No – Proceed to Authorize an Application Case instructions below

03 – Processing an Application Case

Added to Step 17: NOTE: For additional guidance see: MAGI CCIU guide, section CS-201. 

04 – Change in Circumstances in FAMIS

1. Lottery or gambling winnings equal to or greater than the current resource limit for elderly/disabled households or more in a single game.
   • Note: See 13.5.8 SNAP Lottery and Gambling Winnings for additional information.

FSD Info Line IVR Flow

Genesys Application Interview IVR Flow

Application Filer Consent (AFC) Evidence, is the applicant or participant’s consent which allows FSD to access the IRS HUB to confirm the individual’s self-attestation of his/her circumstance. As FSD does not access the IRS HUB at application or renewal, this evidence is not necessary and does not need to be added or updated.

If the participant requests to alter/revise their consent, follow the instructions below.

IM-1ABDS Process for Non-MAGI Applications

• The IM-1ABDS should be used if it was provided in the month of application, or in one of the prior quarter months once an application is received.
  • EX: An IM-1ABDS was received April 2025, but there was no active case or pending application. As long as an application is received prior to July 31,2025, a new IM-1ABDS is not required, unless information is questionable.

Processing FAQs for CSCs & RCs

Refugee Application Process

SNAP Replacement Request IM-110/ESB

Statewide Lobby SOP for Resource Centers

• 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)

03 – Processing an Application Case

• • 1. • Number of Unborn Children:
         • • If 0 or field left blank, update to the number of unborn children the participant was carrying before the pregnancy ended.
       • Due Date:
         • • Use the date the pregnancy ended. This should match the Pregnancy End Date field.

MPW Received after Pregnancy Ended

Address Change on Integrated Case/(CIC)

Added to the beginning of each guide:
Tools:

• Follow-Up Questions Chart
• Click screen helps throughout guide for explanation of fields, and steps to complete a screen

03.2 – Interviewing / Processing (INCOME thru Cat Elig)

• NOTE: For COLA (Cost of Living Adjustment), see Budget Month Entries for Income Affected by Cola

Generate Request for Information for Application Case or Integrated Case

Application Hand Offs
02 Application Registration

Cancel Reject / Cancel Close in MEDES

Reopening a Denied Application Case (No Integrated Case)
#7: In the Reopen Program popup box, click the dropdown menu in the Reason field and select the correct reason:  Added the following

1. ‘Appeal Decision’ when a hearing decision requires this action
2. ‘Denied in Error’ when AC closed due to agency error such as all verification was provided prior to the IM-31A due date but not processed

Reviews and Annual Renewals: FAQ for Staff Processing 

03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE)

2/3 Disregard

Refugee Application Process

How to Add a Lobby Refugee task in Current™:  Added clarifying instructions for adding a task in Current. 

Appointment Scheduler SOP

01 – Locate DCN of Participant(s)

Question 4: Is there an Existing Case(s) for the Participant?

• Yes- Transfer DCN into MEDES. Then return to Registering an Application in MEDES

• No-A Registered Application must exist for the Head of Household, before a DCN can be transferred into MEDES. Return to Registering an Application in MEDES

04 – Managing an Integrated Case / CIC

Add-A-Person to an Integrated Case row
Fixed link for Income Flowchart

SNAP Replacement Request IM-110/ESB

Ending Income

02 – Application Registration

4: Application & Add A Person Registration in FAMIS
Row: Complete Application Details....Updated to when toggled open there is a yellow box with toggles for all 3 programs.  When toggled open staff now click the screen help for instructions completing the specific screen.  This should help new staff learning to register applications.  

Supercase Eligibility Unit Summary FINAL
added in red:

• NOTE: ALL ISDs must be resolved PRIOR TO AUTHORIZING THE ACTION.

04 – Change in Circumstances in FAMIS

• NOTE: ALL ISDs must be resolved PRIOR TO AUTHORIZING THE ACTION.
• NOTE: Non-MAGI Processing: If there is an ISD under AG RSLT, select the month with ISD and press F6=MHABD to resolve the issue. If processing an application or case with Prior Quarter (PQ) coverage, ensure the PQ month outcomes are correct.

03 – Processing an Application Case

Step 3: Work with Evidence below as Applicable
Updated this section to clarify the hierarchy, Flexibilities, HC, RC

Question 1: Does the application case fit any of the three flexibilities? MAGI Applications received as FFM Referrals, Enrolling Parents into Medicaid Based on Children’s Income Eligibility or Targeted Enrollment SNAP Strategy?

• Yes – See MAGI Flexibilities then move to Question 4. 

• • • No – See Question 2

Question 2: Is there verification of income with the MAGI application?

• • • Yes – Use HC for verification then move to Question 4
    • No – See Question 3

Question 3: Use Reasonable Compatibility (RC) for income then move to Question 4

Question 4: Was the application received through the Federally Facilitated Marketplace (FFM)?

• • • Yes – See Manage an FFM Application in the ES Portal guide
    • No – See Question 5

Question 5: Use the Application Pre-work Checklist  and Clean Up Incoming Evidence. Use the instructions below for specific types of evidence as needed. Is all evidence complete and accurate?

• • • Yes- See DCN Guide, Step 4: Transfer DCNs
    • No- Add/Update remaining evidence. Make changes as needed per the guides listed below:

MHN Incarceration & Suspension

Adoption Review

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)