Purpose The purpose of this Job Aid is to provide step by step instructions on how to verify income in the Ohio Integrated Eligibility system using the Federal Data Services Hub (HUB) Verification Services. How to Verify Income First, confirm that Income and Tax records exist and have a Pending verification: 1. From the Case Summary Page, click on the Eligibility tab in the Global navigation bar. 2. Click the Customer Information tab in the Local navigation bar. 1 2 3. Click the Income link, under the Financial menu in the left Task navigation bar. The Income List page displays. 4. Click the Name link for the income record that you are attempting to verify. Page 1
3 4 Note: As of March 2014 the system will generate a Verification Field titled No Income Reported on the Verification List page if no income has been entered for the resident. Caseworkers may use this field to ping the HUB to verify the resident does not have income. 5. Click the Amount link. 5 Page 2
6. Confirm that Income has a Pending verification. 6 7. Click on the Tax link, under the Financial menu, in the left Task navigation bar. 8. Click the Name link for the tax record that you are attempting to verify. Note: Clients who are not filing taxes are considered non-filers and do not need to have a tax record. Non-filers income cannot be verified using the HUB service. 7 8 9. Confirm that Tax has a Pending verification. 9 Page 3
Request Verification of Income from the HUB: 1. Click the Verifications link in the left Task navigation bar. 2. Check the checkbox next to the Income record verification item. 3. Click the Request Verification button. By clicking the Requesting Verification button, the Ohio Integrated Eligibility system is sending the client s self-attested income to the IRS HUB, the State s Wage Information Collection Agency (SWICA) and Unemployment Compensation Bureau (UCB) for verification. For a more detailed description of the Ohio Integrated Eligibility system verification process, please refer to the HUB Verifications Process Job Aid. 1 2 3 4. The Source column for the Income will change to Pending. 4 Page 4
Confirm Verified Records: After a response is received from the Federal HUB, follow the steps below to confirm that the record has been updated with a Verified status. 1. On the Verifications List page, select Verified from the Status drop down. 2. Click the View button. 1 2 3. Click the Income link. 3 4. Confirm that the Income has been verified with a description SUCCESS on the Verification Detail Screen. Page 5
4 How to Troubleshoot a Pending Verification When an Ohio Integrated Eligibility system user has requested income verification using the HUB, and the requested item is not verified, the user may take the following steps to troubleshoot the situation: 1. On the Verifications List page, click Income. 1 2. On the Verification Detail page, view the Description field: a. If text is displayed in the Description field, see the Appendix to determine the appropriate course of action Page 6
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Appendix 1 The figure below identifies the possible responses the user will see on the Verification List page after pinging the Federal HUB. Note: The Source field will always be blank until the user pings the Federal HUB. The Source field can have the following values: Source Value Description Blank (no value) The application fell out of No Touch processing, and no attempt was made to verify the application information via the HUB. A worker should manually request HUB verification (follow steps above). OR The application was manually entered into the Ohio Integrated Eligibility system by a user. Workers must manually request a HUB verification for all manually entered applications (unless the application information was verified via other means). Pending A request has already been made to verify the information via the HUB (either automatically through the No Touch process, or manually by a Worker). The status will remain Pending until a response is received from the HUB. If the HUB verification process failed (e.g., didn t run properly due to a technical issue), the status will remain Pending. In this situation, the Worker should attempt to manually request a HUB verification. Note: The status of every verification will be Pending, except when an application falls out. When an application falls out, the status field will be Pending, and the Source field will be blank because the user must now manually request verification. Worker The information has been verified by a Worker, and the Worker manually updated the Verification Status in the Ohio Integrated Eligibility system. Automatic A response was received from the HUB, and the response Page 8
Source Value Description was provided from a Federal source. Note that the information may or not be verified Automatic simply indicates that a response has been received. The Worker should review the Verification Details page to confirm if the information was verified by the HUB. State A response was received from the HUB, and the response was provided from a State source. Note that the information may or not be verified State simply indicates that a response has been received. The Worker should review the Verification Details page to confirm if the information was verified by the HUB through a State information source. Appendix 2 Verifications Detail Results Summary The table below outlines the results a user will see on the Verifications Details screen after pinging the Federal HUB. If the Description Field Says Status Field will be: User should do this: this Success Verified N/A Nothing (e.g., blank) Pending Try pinging the hub again and if it continues to not work, report as an incident Error description (e.g., No Match) Pending Follow manual process for verification Appendix 3 The table below outlines the response messages that a user may see on the Verification Detail screen or in the Journal Entry. For each response message, the recommended case worker action is described. Response Description SUCCESS Annual Income Verified Case Worker Action No Action Required. No Action Required. Page 9
Response Description Trusted Data Source Unreachable Unexpected Exception Occurred at Trusted Data Source Unexpected System Exception Invalid or missing input parameter System error submitting Initial Verification System error submitting Secondary Request System error retrieving the next pending case number System error retrieving a Secondary Resolution System error deleting next pending case number System error closing case number System error retrieving details for case number System error setting password Unexpected System Response Code A Number or I-94 Number must exist. Cannot have both an A Number and an I-94 Case Worker Action Eligibility worker can re-request at a later time when the HUB is available. Eligibility worker can re-request at a later time when the HUB is available. Eligibility worker can re-request at a later time when the HUB is available. Eligibility worker can re-request at a later time when the HUB is available. Neither Alien Number nor I-94 Number exists for the person. One of these must be added removed to re-request. The Alien Number can be updated on the Individual Demographics page. The I-94 Number can be updated on the Non-Citizenship page in the INS Document ID field (when the INS Document Type is set to I- 94). If necessary, the Eligibility worker may perform a manual verification. Both an Alien Number and I-94 Number exist Page 10
Response Description Number Required input field (BenefitCode) is null Required input field (A Number) is null Required input field (I94 Number) is null Required input field (Case Number) is null Required input field (DocType) is null Required input field (DocOtherDesc) is null Required input field (DocExpDate) is null Required input field (DocLastName) is null Required input field (DocFirstName) is null Required input field (DocBirthDate) is null Case Worker Action for the person. One of these must be removed to re-request. The Alien Number can be entered on the Individual Demographics page. The I-94 Number can be entered on the Non- Citizenship page in the INS Document ID field (when the INS Document Type is set to I-94). If necessary, the eligibility worker may perform a manual verification. Report this error to your system administrator. If necessary, the eligibility worker may perform a manual verification. Alien Number is missing and must be entered to re-request. The Alien Number can be entered on the Individual Demographics page. If necessary, the Eligibility worker may perform a manual verification. I-94 Number is missing and must be entered to re-request. The I-94 Number can be entered on the Non-Citizenship page in the INS Document ID field (when the INS Document Type is set to I-94). If necessary, the Eligibility worker Document Type is missing and must be entered to re-request. Document Type can be updated on the Non-Citizenship page in the INS Document field. If necessary, the Eligibility worker Document Expiration Date is missing and must be entered to re-request. If necessary, the Eligibility worker may perform a manual verification. Last Name is missing and must be entered to re-request. If necessary, the Eligibility worker First Name is missing and must be entered to re-request. If necessary, the Eligibility worker DOB is missing and must be entered to rerequest. If necessary, the Eligibility worker Page 11
Response Description Required input field (BirthDate) is null Required input field (HireDate) is null Required input field (ReferralDate) is null Required input field (CloseStatus) is null Invalid input field format, length/format (A Number) Invalid input field format, length/format (I94 Number) Invalid input field format, length/format (Case Number) Invalid input field format, length/format (DocType) Invalid input field format, length/format (DocOtherDesc) Invalid input field format, length/format (DocLast=Name) Invalid input field format, length/format (DocFirstName) Case Worker Action DOB is missing and must be entered to rerequest. If necessary, the Eligibility worker Alien Number has an invalid format and must be updated to re-request. Alien Number must be 9 characters long and can be updated on the Individual Demographics page. If necessary, the Eligibility worker may perform a manual verification. I-94 Number has an invalid format and must be updated to re-request. I-94 Number must be 11 characters long and can be updated on the Non-Citizenship page in the INS Document ID field (when the INS Document Type is set to I- 94). If necessary, the Eligibility worker may perform a manual verification. Last Name has an invalid format and must be updated to re-request. Last Name can be up to 40 characters long and can be updated on the Individual Demographics page. If necessary, the Eligibility worker may perform a manual verification. First Name has an invalid format and must be updated to re-request. First Name can be up to 25 characters long and can be updated on the Individual Demographics page. If necessary, the Eligibility worker may perform a manual verification. Page 12
Response Description Invalid Benefit Code for user Invalid DocType. Invalid document type value received Invalid Document Expiration Date Invalid Document Birth Date Invalid input field length (ClientSftwrVer) Invalid input field length (UserField) Invalid input field length (AKA) Invalid input field length (DocComment) No permissions to access this case Doc Other Description cannot have a value for selected Doc Type. The called method is not authorized for use by this agency. Case does not exist or you do not have the correct privileges to access case Invalid input field format, length/format (Card/Receipt Number) Case Worker Action The HUB does not recognize the Document Type on the request. Report this error to the Help Desk as an incident. If necessary, the eligibility worker may perform a manual verification. INS Document Expiration Date has an invalid format and must be updated to re-request. This field can be updated on the Non- Citizenship page. If necessary, the Eligibility worker DOB has an invalid format and must be updated to re-request. This field can be updated on the Individual Demographics page. If necessary, the Eligibility worker may perform a manual verification. The case worker may perform a manual verification. The Eligibility worker may perform a manual verification. Card Number has an invalid format and must be updated to re-request. The Card Number can be updated on the Non-Citizenship page in the INS Document ID field. Card Number must be 3 alphabetic characters [A-Z] followed by 10 Page 13
Response Description Invalid input field format, length/format (Naturalization Number) Invalid input field format, length/format (Citizenship Number) Invalid closure code Name Mismatch DOB Mismatch Record Not Found Case Worker Action digits [0-9]. If necessary, the Eligibility worker The Naturalization Number has an invalid format and must be updated to re-request. The Naturalization Number can be updated on the Citizenship page in the INS Document ID field. Naturalization Number must be between 7 and 12 digits. Commas are not allowed. The Citizenship Number has an invalid format and must be updated to re-request. The Citizenship Number can be updated on the Citizenship page in the INS Document ID field. Citizenship Number must be between 7 and 12 digits. Commas are not allowed. Name must be updated to re-request. If necessary, the Eligibility worker may perform a manual verification. DOB must be updated to re-request. If necessary, the Eligibility worker may perform a manual verification. No record has been found. The case worker must confirm Name, DOB, and citizenship documentation details. If any errors are found, the case worker may re-request the verification from the HUB. Otherwise, the Eligibility worker Page 14