Processing FAQs for CSCs & RCs

Use the keyword search to find locate FAQs. Use the program filter to filter by program.

 

 

QuestionResponse/AnswerHand Off
GeneralHow do I add a task in Current?Current Add and Claim Desk Guide
GeneralWhat should my task outcome be in Current?Current Outcomes Aid
GeneralI have questions about working “Get Next” cases in Current.Current Get Next Case Desk Guide
GeneralWhat do I do if my case has a duplicate DCN or multiple MEDES ID?Duplicate DCN Field Process
GeneralWhat do I do if the applicant is a refugee?Refugee Application Process
GeneralHow do I know if the case I processed should be sent to CCIU?

View CCIU Case Reading Guides:


 

GeneralHow do I determine if an applicant is an ineligible or eligible immigrant?
MHABDWhen do I hand off an application to the BP/SAB Unit?Blind Pension and Supplemental Aid to Blind (BP/SAB) Registering ApplicationsBlind Pension/ SAB Hand Off
MHABDWhat if the participant is eligible for both AEG and Non-Magi?Eligible for both AEG and Non-MAGI (MHABD)
MHABDWhat do I do if the participant returned a IM1ABDS and no IM-1SSL?IM-1ABDS Process for Non-MAGI Applications
MHABDDoes Accuity need ran for LIS/MSP applications?Staff will run Accuity on LIS/MSP Applications if the applicant has no active Non-MAGI coverage.
MHABDIs an IM1-ABDS needed for a LIS/MSP application?An IM-1ABDS is not required if an IM1-MSP is received and should not be mailed to the participant.
MHABDAt what point does Accuity need run?Run Accuity when registering a Non-MAGI application. For Non-MAGI annual renewals results should already be in the ECM, if there are no results in the ECM submit an Accuity request at the time of processing.
MHABDLIS and MSP application both received, which application date do I use to register in FAMIS?Processing LIS & MSP Applications
MHABDIM1-SSL received with a LIS or MSP application; what application date should be used in FAMIS?Processing LIS & MSP Applications
MHABDWhat do I do if the MHN Annual Renewal is signed, but incomplete?Reviews and Annual Renewals: Processing Queues
MHABDHow do I know if I should complete an HCB referral for a participant?

Step 4 on the IM-1SSL will be marked and the individual is 65 years old or older.

Follow Home and Community Based Services (HCB) Quick Reference Guide
HCB Hand Off
MHABDWhat do I do if the IM-1ABDS was not received timely, but was received after the application rejected?IM-1ABDS Process for Non-MAGI Applications
MHABDAre lump sum amounts shown on IIVE counted as a resource?
MHABDWhat if the applicant is deceased?8.5.5 MO HealthNet Applications for Deceased Persons
MHABDCase closed and participant reapplied within 90 days of the closure, there was a previous MRT decision that is not expired. Does there need to be a new MRT decision?

If Non-MAGI MHN closes for reasons other than the MRT decision and the participant re-applies, a new MRT decision is not needed as long as:

  • The MRT decision has not yet expired; and
  • The Non-MAGI application is received within 90 days from the closing action date.
MAGI What do I do if the MHN Renewal is signed, but incomplete?

Reviews and Annual Renewals: Processing Queues

MAGI Need help sending a CS-201?
MAGI Need help with Insights Engine?
SNAPWhat do I do if the MCR received is incomplete or unsigned?Reviews and Annual Renewals: Incomplete or Unsigned
TA What do I do if the TA review is signed, but incomplete?

Reviews and Annual Renewals: Processing Queues

GeneralFound a task while working the task assigned to you that is not in Current?Staff will add the task found and work it with the task they were already assigned.
MHABD, TA If a participant is going to be over income/resources or not eligible for any other reason should I still let the case pend for verification?

No, if it is clear the participant will be rejected based off of electronic verifications or other sources do not request further information from the participant; reject the case.  

 

EX. Participant provides verification of a bank account with $25,000 balance and there is a second bank account with $500. You would not pend for verification of the second account as the first account will clearly make the participant ineligible.
MHABD, MAGI What if a participant is active AEG and submitted an IM-1MSP application?Processing LIS & MSP Applications
GeneralIf a participant is going to be over income/resources or not eligible for any other reason should I still let the case pend for verification?No, if it is clear the participant will be rejected based off of electronic verifications or other sources do not request further information from the participant; reject the case.
EX. Participant provides verification of a bank account with $25,000 balance and there is a second bank account with $500. You would not pend for verification of the second account as the first account will clearly make the participant ineligible.
MHABDWhat if there is income on IMES that was not reported on the renewal?Attempt to contact the participant to discuss the income, if unable to reach the participant do not enter the income into FAMIS. Send a Request for Contact regarding the income and make a comment on EUMEMROL titled IMES with income information and action taken.
MAGI Client’s statement is CHIP 73, EOI is CHIP 75. Would we grant CHIP 73 based on their statement?The Reasonable Compatibility (RC) Process model, in FSD Policy Manual 18.3 MO HealthNet Appendices under section 18.3.2 MAGI MO HealthNet- Flowcharts & Additional Texts, came from CMS. Based on the model in this situation we would accept the attestation of the client and enroll them in the CHIP level based on their statement, CHIP 73.
MAGI Does CHIP 4M fall into the XIX threshold or the CHIP threshold?CHIP 4M falls into the CHIP threshold
MAGI CS $0 income and experian didn’t pull anything so IE is saying the income is RC. The worker looked at IMES and there was income. Should IE show RC when someone states $0 income and experian shows $0 income?Yes, Insights Engine is providing a recommendation based on all of the information that is available to Insights Engine at that time. Additional data sources, will be added in the future.
MAGI If IE verifies citizenship does that include identity?Yes, IE pulls this information from FAMIS. In FAMIS when the Citizenship or Immigration Status verification is entered, that includes identity.
MAGI With the new RC policy we can accept client’s statement on self-employment, pensions, and short or long-term disability as long as EOI is not available and the income is not verified for another program. What should we be using as our verification type in MEDES?Other documentation, verified by caseworker – you must add a note to the verification indicating that you are accepting client’s statement due to the income being (self-employment / pension/ short-term disability / long-term disability) with no EOI or verification available under another program.
MAGI What is the difference in bypass and override?
MHABDWhen to register a Non-MAGI application?
MAGI When to update an IC with an AC?
MAGI What if there is income on IMES that was not reported on the renewal?If the EOI is under the threshold, it is Reasonably Compatible. Make a comment labeled IMES on the Person Page regarding the income.
SNAPHow can I be sure the questions are answered completely on the MCR?

The customer must answer all 12 questions, either by marking in the yes/no lines, providing the answer in the details section or by writing NA in the specific answer section.

Example: The participant answered a question but did not write the corresponding information on the form:

Although the participant has answered question 5, they did not write any details about the income. This would be considered incomplete. The MCR should be returned to the participant using the IM-2MCR.

Providing information in one question but negating to answer the question, if posed differently in other questions, is not acceptable.
SNAPIf they give a new address in question #8, but didn’t fill out all of #9 is this considered an incomplete MCR?If question #8 is answered and the participant has moved, question #9 is required to be answered as well; however, if the participant has indicated in question 8 that they did not move, an answer to question 9 is not required.
SNAPWhat if all questions are answered & signature is present on the MCR, but the informational pages are missing from the documents returned by the customer?

The informational pages are not needed

SNAPWhat do I do if the signature is present on the document (MCR) but not on the provided signature line?A signature anywhere on the form is sufficient to accept the MCR as signed.
SNAPDo we need to make comment on EUMEMROL about receiving an incomplete MCR?Yes.
SNAP

Should incomplete MCRs be date stamped?

No.
SNAPShould we scan an incomplete MCR to the ECM?No.
SNAPShould incomplete MCRs be entered into ITrackRS?No.
SNAPIf a participant submits an incomplete MCR, can we call them to ask the questions?No. Participants should be contacted using the IM-2MCR.
SNAPHow detailed does the IM-2MCR need to be completed?Using the drop-down selections to complete the IM-2MCR is acceptable BUT only if the comment section is completed with all details.
  • The comment section must contain ALL of the answers that are needed to complete the review
  • The comment section must SPECIFICALLY advise the customer to return ALL pages of the review after they finished answering the missing questions

Below is an example of a completed IM-2MCR:

SNAPHow is the failure to return date determined for an MCR?The participant must be given at least (10) days to return the complete form to the agency. These (10) days may fall outside of the Expected Completion Date in FAMIS timeframe.
SNAPShould an IM-2MCR that was sent to a participant be scanned into the ECM?Yes, a copy of the IM-2MCS should be scanned to the participant’s file.
SNAPIf the MCR comes back with missing pages, should staff print a blank copy of the review and mail it to the participant?Yes, if an MCR is received and missing any pages that have one of the 12 required questions or signature page, the MCR should be reprinted and provided to the participant with the IM-2MCR.
SNAPIf an incomplete MCR is received with verifications, does everything get sent back to the participant or just the MCR.Everything should be sent back to the participant
SNAPIf you have a change report or a completed MCR and additional/clarifying information is still needed, can you call the participant?If the MCR is complete, follow normal procedures for processing. A change report is not an MCR.
SNAPDoes the participant have to turn in verification with the MCR when they report changes in order for the MCR to be considered complete?No, participants are not required to submit verification for an MCR to be accepted as complete. If verification of a reported change is required, it should be requested when the MCR is processed.
SNAP
  • What do I do if the customer has returned their review past the Expected Completion Date in FAMIS?
Review the documents in the ECM & the EUMEMROL comments in FAMIS to ensure the customer is returning their review within the allowable timeframe if a previous IM-2MCR was sent.
  • If it has been returned timely & is complete, update the audit date
  • If it has been returned timely & is Incomplete, mark the outcome on the Current task = Unsigned/Incomplete, No Letter Sent
SNAPWhat do I do if the MCR needs to be used as a budget adjustment/change report?Complete the Current task with outcome – “Mis-indexed Item”
SNAPShould MCRs that have been uploaded/received electronically be removed from the ECM?Yes, a ticket should be submitted to have the MCR removed.
SNAPWhat if there is income on IMES that was not reported on the MCR?If new, unreported income appears on IMES, but is not on the FA546 or in FAMIIS for the previous six months:
  • Document the information in a comment labeled IMES on EUMEMROL
  • If the new income appears to put the household over 130% (makes the household ineligible) refer the case to claims
    • The participant’s statement of no current employment is to be accepted and no action taken during the MCR unless there is information indicating the employment is ongoing or the employment was unreported at the time of application.
SNAPDoes the IM-110 have to be signed?A signed IM-110 MUST be received to reissue benefits.
SNAPCan we take verbal replacement requests with verification for SNAP?If verification is received but no IM-110 is found in the Worksite or ECM:
  • Call customer and direct them to the submission link to complete an IM-110 online or mail an IM-110 to them. Enter a comment in the eligibility system.
  • We cannot accept replacement requests over the phone or issue a replacement if we only have verification and no IM-110.
SNAPHow long does the participant have to report the loss for the SNAP Program?
  • Participant must report the loss within 10 days from the date of the loss. This can be with a phone call or by providing the IM-110.
  • If the participant reports the loss via phone/chat within 10 days of the loss, they then have 10 days from the report date to provide the completed IM-110 to the Agency.
SNAPWhat if the IM-110 form does not match the person on SharePoint?If the IM-110 form does not match the person on the IM-110 SharePoint site:
  • If the customer submitted the IM-110 request electronically and entered an incorrect social security number, it will index incorrectly. You will need to get the correct name and DCN and enter it on the SharePoint site just like when you approve or deny the task. Enter the correct information and hit save.
SNAPWhat if the replacement request has already been denied?This may be a duplicate task. Make sure the original request is the exact same as your request and the amount of loss is the same. If it is the same, then mark it as a denial and comment that it was a duplicate.
SNAPWhat if there is an incorrect entry in PAYMAINT?
  • If a lower amount was entered, complete a 2nd replacement for the difference. 
  • If a higher amount was entered, contact the FAMIS Helpdesk (the same day issued) and request it be deleted, then reissue the correct amount.
  • If request should have been denied, contact the FAMIS Helpdesk (800-663-2647) the same day to have the payment deleted.
  • If the error is discovered on a subsequent day, then a claim referral will need to be completed for the replacement as it was issued in error.
TA What if there is income on IMES that was not reported on the recertification?Attempt to contact the participant to discuss the income, if unable to reason the participant do not enter the income into FAMIS. Send a Request for Contact regarding the income and make a comment on EUMEMROL titled IMES with income information and action taken.