Customer Service Center

Customer Service Center Handbook Transitional Assistance Developed by: Program Development Division

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 1 Introduction Table of Contents Overview... 1-1 Emergency Guidelines... 1-4 Sick Leave Process... 1-6 Tardy Process... 1-7 Absence Request Process... 1-8 Miscellaneous County Activities... 1-9 Schedule Monitoring.1-10 CSCHB #2077 (10/15) TABLE OF CONTENTS PAGE 1 OF 1

Overview Introduction The Transitional Assistance Department (TAD) implemented a centralized Customer Service Center (CSC) which provides telephone, Visual Interactive Response (VIVR), and Live Chat services for customers receiving the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Health Care Programs (HCP)/Medi-Cal. CSC hours of operation The CSC hours of operation are 7:00 am to 5:00 pm, Monday Friday. Health Care Reform required hours of operation An inter-agency agreement between Covered California and the Transitional Assistance Department requires the Customer Service Center (CSC) and Work@Home staff to be available to accept California Healthcare Eligibility Enrollment, and Retention System (CalHEERS) Quick Sort Transfer calls from Covered California during the following periods: Open Enrollment: Monday Friday, 8:00 am 5:00 pm Saturday, 8:00 am 5:00 pm Non-Open Enrollment: Monday Friday, 8:00 am 5:00 pm Note: In the event Covered California receives a call outside the above county available hours the customer will be transferred to a county voicemail. Messages left on this voicemail will be returned the following business day. Purpose The purpose of the CSC is to improve customer service and maximize efficiency by handling customer contacts quickly, and to the fullest extent possible. This is achieved through: Teamwork, Collaboration, Integrated technology to improve service delivery, Increased productivity, and Promoting customer satisfaction and self-service. Continued on next page CSCHB #2085 (02/16) INTRODUCTION 1-1

Overview, Continued Services available at CSC Customers requiring additional assistance beyond the Interactive Voice Response (IVR) or VIVR systems have the option to speak to a CSC Eligibility Worker (EW). The selections the customer chooses in the IVR or VIVR systems will determine which CSC EW (CalWORKs, CalFresh, or HCP/Medi-Cal) will receive the call. Assistance available to customers through the CSC include: General Inquiry (GI) information, including: Hours of operation, Directions to district offices, or How to apply for assistance. Applications for Health Care Programs. Ability to report changes that will be updated immediately. Requests for duplicate forms or benefit cards. Appointment assistance with: Scheduling, Rescheduling, or Confirming. Requests for verification of income, or benefit inquiry. Assistance with C4Yourself.com. Resolution of customer complaints. Referrals to additional resources. Who can contact the CSC Customers contacting the CSC are primarily recipients of the CalWORKs, CalFresh, and HCP/Medi-Cal programs. The CSC phone number, 1-877-410-8829, is printed on recipient correspondence in the place of the EW phone number, unless the customer belongs to a specialized program. In addition, the following population may also contact the CSC: New applicants using one of the following links on the C4Yourself application website: Live Chat, or Call Me. Anyone calling the IVR phone number: Recipients of programs not supported by the CSC, and Public general information inquiries. All contacts received through the IVR, VIVR, and Live Chat will be handled professionally and to the fullest extent possible. Note: No customers will be seen in-person at the CSC. One-and-done guiding principle The CSC guiding principle is one-and-done. Customer issues and resulting case actions are handled by CSC staff at the time of the customer contact. Handing off actions to a TAD district office is only done for specific case actions. For additional information, see the Hand-Offs to District Office section in this chapter. Continued on next page CSCHB #2079 (11/15) INTRODUCTION 1-2

Overview, Continued In this chapter The following topics are covered in this chapter: Topic See Page Emergency Guidelines 1-4 Sick Leave Process 1-6 Tardy Process 1-7 Absence Request Process 1-8 Miscellaneous County Activities 1-9 Schedule Monitoring 1-10 CSCHB #2077 (10/15) INTRODUCTION 1-3

Emergency Guidelines Overview The following guidelines are to be used when the Customer Service Center (CSC) experiences an emergency or significant system problem which may include, but is not limited to: C-IV system is unavailable, Electrical outage, Interactive Voice Response (IVR)/Visual IVR (VIVR) systems outage, Local disaster, Telephone service interruption, or Threats of violence. Emergency with unplanned office closure The CSC Eligibility Worker (EW) will do the following when the CSC experiences an emergency or situation that results in an unplanned office closure during normal business hours: Step Action 1 End current call by explaining to the customer an emergency has occurred and he/she will need to call back at a later time. 2 Log out of the soft phone. 3 Wait for additional instructions from the management team. IVR/VIVR interruption The CSC EW will do the following when the IVR or VIVR systems are interrupted: Remain available to receive calls, and Wait for additional instructions from the management team. Soft phone interruption If the soft phone service is interrupted, the CSC EW will complete the following once service has been restored: Log back in, Call in or e-mail a trouble ticket, and/or Wait for additional instructions from the management team. Note: A trouble ticket can be submitted prior to service being restored. Continued on next page CSCHB #2079 (11/15) INTRODUCTION 1-4

Emergency Guidelines, Continued Threats The CSC EW will do the following in the event he/she receives a call or Live Chat message containing a threat against any employee or a County office/building: Step Action 1 Initiate the call recording process. 2 Alert the closest Eligibility Worker Supervisor I (EWS I) and/or District Manager (DM). Note: Do not end the call. Utilize the help of the nearest employee to notify the management team without ending the call. 3 Obtain the following information, if possible: Caller s name, Location of the bomb, if applicable, Target of the threat, office, individual, if applicable, and Location of the caller. Note: Keep the caller on the phone for as long as possible. 4 Follow the instructions of the management team. Unavailability of the C-IV system The CSC EW will do the following when the C-IV system becomes unavailable due to a functionality or electrical issue and calls are still being received: Step Action 1 Remain in Ready status and receive calls accordingly. 2 Inform the customer his/her case information is unavailable due to a system or electrical outage. 3 Answer any general questions. 4 Provide the customer with the following options: He/she may call back at a later time, A Personally Identifiable Information (PII) document can be sent to the district office to return his/her call, or He/she may go into the district office if it is an emergency. 5 Use the TAD Call Log Detail (located on the TAD Forms Catalog) and obtain the following information if the customer requests a call back from the district office: Customer s name, Case Number/Social Security Number (SSN), Reason for the call, and Contact information. Determine the appropriate TAD district office to notify when C-IV is available. E-mail the PII document to the assigned Worker ID for follow-up. 6 Thank the customer for calling and for his/her understanding. CSCHB #2077 (10/15) INTRODUCTION 1-5

Sick Leave Process Overview The Sick Leave Process will be used by Customer Service Center (CSC) Eligibility Workers (EWs) to notify Workforce Management (WFM) when calling in or leaving early due to illness (sick). This process also applies to EW IIs, EW IIIs, and EW Supervisor Is (EWS Is) within the CSC. This process does not apply to Unplanned Leave time. Staff responsibilities when calling in sick When calling in sick, staff will be required to call the WFM hotline at (909) 763-4690 to report he/she will not be in due to illness within one half hour after the start of the scheduled shift. The WFM hotline is available 24 hours a day and has voicemail to allow the EW to leave a message. CSC staff members are not required to contact his/her immediate supervisor if he/she has contacted and/or left a voicemail message with the WFM hotline. Calling in sick procedures The following procedures will be used when CSC staff call in sick: Stage Description 1 Staff will provide the following information to the WFM analyst or leave the information in the WFM voicemail message: First and Last Name, Return telephone number, Scheduled Start Time, EWS I s Name, Programs Supported, and Type of Sick leave - Sick, Family Sick, Family Medical Leave Act (FMLA). It is not necessary to leave the reason for using Sick leave. 2 The WFM analyst will complete the following once information is received: Enter the appropriate Activity Code into IEX, and Log the call on to the WFM call log. Note: WFM is responsible for logging these events into IEX to determine impacts to Service Level (SL) and is not responsible for providing any type of approval or denial to staff. 3 The EWS I and District Managers (DMs) will: Check the Supervisor Web Station within IEX periodically throughout the day, and Follow up with staff in accordance with current policy. Leaving early due to illness procedures When staff needs to leave prior to the end of his/her shift, he/she must obtain approval from his/her EWS I or DM. The EWS I or DM will e-mail WFM immediately with the following information: First and Last Name. Type of Sick leave (Sick, Family Sick, FMLA). It is not necessary to leave the reason for using Sick leave. CSCHB #2077 (10/15) INTRODUCTION 1-6

Tardy Process Overview The Tardy process will be used by Customer Service Center (CSC) Eligibility Workers (EWs) to notify Workforce Management (WFM) when he/she will be tardy. This process also applies to EW IIs, EW IIIs, and EW Supervisor Is (EWS I) within the CSC. This process does not apply to the Unplanned Leave Process. EW responsibility The EW will be required to call the WFM hotline at (909)763-4690 to report he/she will be tardy within one half hour after the start of the EW s scheduled shift. The WFM hotline is available 24 hours a day and has voicemail to allow the EW to leave a message. The EW is not required to contact his/her immediate supervisor if he/she has contacted and/or left a voicemail message with the WFM hotline. Tardy procedures The following procedures will be used when CSC staff call in tardy: Stage Description 1 The EW will provide the following information to the WFM analyst or leave the information in the WFM voicemail message: First and Last Name, Return telephone number, Scheduled Start Time, EWS I s Name, Programs Supported, and Expected Arrival Time. 2 The WFM analyst will complete the following once information is received: If the worker is expected to be Then WFM will More than 15 minutes tardy, Enter the appropriate Activity Code into IEX, and Log the call on to the WFM call log. Less than 15 minutes tardy, Enter the tardy in IEX as out of schedule adherence time. Note: WFM is responsible for logging these events into IEX to determine impacts to Service Level (SL) and is not responsible for providing any type of approval or denial to the worker. 3 EWS I and District Managers (DMs) will: Check IEX Supervisor Web Station periodically throughout the day, and Follow up with the EW in accordance with current policy. CSCHB #2077 (10/15) INTRODUCTION 1-7

Absence Request Process Overview The Absence Request process will be used by Customer Service Center (CSC) Eligibility Workers (EWs) to notify his/her Eligibility Worker Supervisor I (EWS I) and Workforce Management (WFM) of an absence request. This process also applies to EWIIs and EWIIIs within the CSC. Absence request procedures The following procedures will be used when CSC staff submit an absence request: Stage Description 1 The EW submits an absence request to his/her EWS I via e-mail. Note: CSC Staff members are not to e-mail the absence request to WFM. 2 The EWS I reviews the Employee Management and Compensation System (EMACS) to verify if the EW has leave time available to use. If No time is available, Time is available, Then the EWS I May deny the request or ask the EW for additional information. Enters the absence request in IEX. Note: EWS Is must enter the absence requests into IEX the same day the request is received from the EW. Absence requests more than 10 days out must also be submitted to WFM via e-mail by the EWS I for entry into future activities. 3 WFM will determine if adequate staffing levels are available to maintain the service level if the requested leave time is approved. If adequate staffing is Then Available, IEX will accept and indicate there is adequate time. The EWS I will notify the EW he/she may submit an absence request in EMACS. Not available, IEX will indicate not enough hours. The EWS I may deny the EW s request or discuss the situation with the District Manager (DM). All overrides for a NOT RECOMMENDED absence request must be approved by a DM. 4 The EW will submit an absence request to his/her EWS I via the EMACS process. CSCHB #2077 (10/15) INTRODUCTION 1-8

Miscellaneous County Activities Overview When an Eligibility Worker (EW) participates in a miscellaneous paid county activity, the Customer Service Center (CSC) Supervisors will notify Workforce Management (WFM) of the activity that must be added to the work schedule of the EW. This process also applies to EW IIs and EW IIIs. Note: Work@Home EWs will contact WFM directly. Description The following procedures will be used when CSC staff are participating in miscellaneous paid County activities: Stage Description 1 The EW will notify his/her Eligibility Worker Supervisor I (EWS I) of any participation in miscellaneous paid county activities, such as blood donations, examination time, etc. 2 The EWS I will notify WFM of the EW s work schedule change. If the paid county activity is for Then the EWS I will A future date, Send an e-mail to WFM using the CSC WFM e-mail Inbox in Outlook. Include the following in the e-mail: Worker s first and last name, EWS I name, Activity Type (e.g., Interview, Testing, Performance, Education & Resource Centers [PERC] class, etc.), Activity Start Time, and Anticipated Activity Duration. The same day as the request, Inform WFM in person of the activity, and Provide the above information. 3 WFM will update the worker s schedule with the activity type, start time, and anticipated end time. 4 The EW will check in with his/her EWS I upon return to the CSC. 5 The EWS I will: Update the actual end time of the activity in IEX, and Check IEX Supervisor WebStation periodically throughout the day to insure miscellaneous paid County activities are accurately reflected in the EW s schedule. CSCHB #2077 (10/15) INTRODUCTION 1-9

Schedule Monitoring Overview Workforce Management (WFM) is responsible for monitoring Customer Service Center (CSC) scheduling and coverage needs. WFM wrap up monitoring An Eligibility Worker (EW) who is in wrap up mode longer than 20 minutes, WFM will send an e-mail to notify the Eligibility Worker Supervisor I (EWS I). Five minute rule Calls ending five minutes or less before or after a scheduled break/lunch time, the EW will proceed with his/her break/lunch, no notification is necessary to the EWS I or WFM. End of day scheduling Monday through Thursday only, the EW may (optional) change to Not Ready-Unavailable status five minutes prior to the end of his/her shift; however, he/she must remain logged into the soft phone until the actual end of his/her shift. This time is meant to ensure staff is able to leave at his/her scheduled time and for completing items such as, but not limited to: US Mail, E-mail, and New Policy Review. Note: On Fridays, due to reduced staff, the above rule does not apply. Staff must remain in Ready status until the end of his/her shift. Continued on next page CSCHB #2077 (10/15) INTRODUCTION 1-10

Schedule Monitoring, Continued Schedule adjustments CSC staff must complete schedule adjustments the same day to maintain schedule adherence. Requests can only be submitted via the IEX Agent WebStation for up to one day in the past. Schedule change requests over one day in the past must be sent to a supervisor. CSC staff will complete the following steps to update his/her lunch or break schedule (other schedule adjustments must be submitted to a supervisor): Step Action Screen Shot 1 Click the Open the Schedule Viewer link in Agent WebStation. 1 2 Click the Edit Icon for an activity (some activities can only be changed by a supervisor). 3 Select Start and End times for the change. The total time must remain the same. 4 Click the Submit button. 5 Click the OK button on the Your request has been submitted notification. 5 2 3 4 CSCHB #2077 (10/15) INTRODUCTION 1-11

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 2 Customer Service Center Communications Table of Contents Overview... 2-1 Definitions... 2-3 Authenticating a Caller... 2-4 Authenticated Customer Call Flow... 2-5 Non-Authenticated Customer Call Flow... 2-6 Visual Interactive Voice Response Call Flow... 2-6.1 Calls Received from the Visual Interactive Voice Response... 2-6.2 Interactive Voice Response (IVR) Voice Log in Call Flow... 2-6.4 Customer Handling Protocol... 2-7 Call Release Customer Service Center Initiated... 2-12 Hand-Offs to District Office... 2-13 General Information (GI) Phone Line... 2-15 General Inquiries Customer Call Flow... 2-16 General Inquiry FAQs... 2-17 Available Resources... 2-25 General Timeframes... 2-26 Escalation Process Flowchart... 2-29 Call Flowchart... 2-30 Covered California Quick Sort Transfers Overview... 2-31 CSCHB #2083 (01/16) TABLE OF CONTENTS PAGE 1 OF 1

Customer Service Center Communications Overview Introduction Customers have three ways to communicate with the Customer Service Center (CSC): Interactive Voice Response (IVR). Visual IVR (VIVR). C4Yourself.com, which includes: Live Chat, and Call Me. C4Yourself Live Chat A link on C4Yourself allowing a customer to chat online with a CSC Eligibility Worker (EW). C4Yourself Call Me A link on C4Yourself allowing a customer to request a phone call from a CSC EW. IVR Customers can call the IVR phone number, 1-877-410-8829, and access case information 24 hours a day/7days a week. EWs are available to assist customers during normal CSC business hours (Monday through Friday, 7:00 am to 5:00 pm) with the exception of holidays. IVR Selections The IVR offers the following selections: Connect to the VIVR, Changes in the household and change of address, Income or employment changes, Request forms or appointments, Obtain benefit information, General information, and Speak to a CSC EW. VIVR Customers calling the IVR phone number will be given the option to utilize the VIVR system. VIVR technology allows customers to use their smartphone to obtain and update selected case information using a visual menu. Customers who choose to use VIVR will be sent a text message with an internet browser link to connect to VIVR. The customer can access the VIVR system multiple times using the link provided and save the link to his/her favorites if desired. Customers who lose the link can obtain a new link by calling the IVR and selecting the VIVR option. Continued on next page CSCHB #2085 (02/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-1

Overview, Continued VIVR selections Once the VIVR link is opened, the customer can access VIVR selections which include, but are not limited to: View office hours and locations, Apply for assistance, Check the status of an application, Request a PIN, View benefit information, Request forms, Check status of submitted documents, Report changes (household, address, income, and employment), Schedule an appointment, and Request to speak to a worker. Note: Not all selections may be completed through VIVR. If the request cannot be completed, the customer will be routed back to the IVR to speak with an EW. CSC positive customer experience The CSC s core philosophy is creating a positive customer service experience. The following guidelines must be adhered to: Eating and drinking Eating at the desk is prohibited. Drinks are allowed; however, drinks must be in a screw top container only. A quick drink is acceptable, but should be done soundlessly. Distractions This will cut down on errors and promote the positive customer service everyone expects. Household cubicle items Think about items in the cubicle that could disturb the customer during the call. Desk fans. Radios or other music devices. Clicking a pen. Chewing gum. Misdirected calls An individual who is not receiving or applying for benefits in San Bernardino County may on occasion be given the CSC phone number by mistake. These are identified as misdirected callers but are still considered to be a customer. The CSC EW will assist every caller to the fullest extent possible. Continued on next page CSCHB #2075 (11/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-2

Overview, Continued Contents This chapter contains the following topics: Topic See Page Definitions 2-3 Authenticating a Caller 2-4 Authenticated Customer Call Flow 2-5 Non-Authenticated Customer Call Flow 2-6 Visual Interactive Voice Response Call Flow 2-6.1 Calls Received from the Visual Interactive Voice Response 2-6.2 Interactive Voice Response (IVR) Voice Log In Call Flow 2-6.4 Customer Handling Protocol 2-7 Call Release Customer Service Center Initiated 2-12 Hand-Offs to District Office 2-13 General Information (GI) Phone Line 2-15 General Inquiries Customer Call Flow 2-16 General Inquiry FAQs 2-17 Available Resources 2-25 General Timeframes 2-26 Escalation Process Flowchart 2-29 Call Flowchart 2-30 Covered California Quick Sort Transfers Overview 2-31 CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-2.1

Definitions Definitions The following definitions apply to this chapter: Authenticated Caller: A customer who has called the Interactive Voice Response (IVR) number or connected to the Visual IVR (VIVR) system and has entered both a case number and a Personal Identification Number (PIN). The IVR system also allows customers to authenticate their identity using Voice Log In. Automatic Call Distribution (ACD): A system that routes all calls received in the Customer Service Center (CSC) to the appropriate CSC Eligibility Worker (EW) based on his/her skill set. Interactive Voice Response (IVR) Voice Log In Voice recognition software allowing English and Spanish Primary Applicants to log in to the IVR using their voice instead of entering a case number and PIN. When the IVR Voice Log In is created, customers calling from a phone number known to C-IV will be prompted to say the passphrase my voice is my password, please verify me. Once verified, the customer will be routed to the regular IVR call flow. General Inquiry: A customer who has been referred from the Transitional Assistance (TAD) district office General Information (GI) phone number to the IVR number and typically has a non-case related question. Non-Authenticated Caller: A customer who has called the IVR number or connected to the VIVR and has not: Entered a case number and a PIN, or Verified his/her identity using Voice Log In. CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-3

Authenticating a Caller Introduction For the Interactive Voice Response (IVR) and Visual IVR (VIVR) systems to divulge benefit information, the customer must verify his/her identity. A customer can verify his/her identity in the IVR and VIVR systems by entering his/her case number and Personal Identification Number (PIN). The IVR system also allows customers to verify their identity using Voice Log In. Once recognized by the system, he/she is considered to be authenticated, and may retrieve information via the IVR/VIVR systems. Authenticating a caller Customer Service Center (CSC) Eligibility Workers (EWs) will refer to the following table to determine if the caller has been authenticated, and: If the customer calls the And IVR, Uses his/her Voice Log In, or Enters a case number and PIN, Does not: Use Voice Log In, or Enter a case number and PIN, VIVR, Enters the case number, and PIN, Then the Call is authenticated, IVR green screen pop banner indicates: Authenticated = Yes - Voice, or Authenticated = Yes - PIN, IVR system identifies which programs are active, and Customer can access case information and self-service options. Call is not authenticated, IVR red screen pop banner indicates: Authenticated = No, Customer cannot access case information or self-service options, Call is routed to a CSC EW to be authenticated, and CSC EW will give the customer the option to set up Voice Log In at the end of the call. Call is authenticated, VIVR allows access to case information, VIVR blue screen pop banner indicates: Authenticated = Yes, VIVR system identifies which programs are active, and CSC EW will follow the VIVR Call Flow process located within this chapter. Continued on next page CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-4

Authenticating a Caller, Continued Authenticating a caller (continued) If the customer calls the And VIVR, Does not enter a case number, or PIN, Then the Call is non-authenticated, Customer cannot access case information through VIVR, Call is routed to a CSC EW to be authenticated, VIVR blue screen pop banner indicates: Authenticated = No, and CSC EWs will follow the VIVR Call Flow process located within this chapter. IVR/VIVR, Chooses: An active program, and To speak to an EW, Note: A customer can choose not to authenticate on VIVR and still use VIVR to report an address change, add person, or remove person; however an unauthenticated customer who attempts to upload an image will be required to enter his/her case number and Date of Birth (DOB) to associate the image to his/her C-IV case. The customer will be routed to an EW to complete the reported change and the EW will complete authentication procedures before proceeding. Call is routed to the CSC EW with the appropriate skill set. EW will determine if the caller has been authenticated and complete authentication procedures if applicable. Note: Customer options are based on his/her active programs. If a program is not active, that program will not be a selection in the phone call flow. Non authenticated callers Customers are not required to be authenticated unless specific case information is requested, and they are not required to be authenticated prior to speaking to a Customer Service Center (CSC) EW; however, it does expedite the process. EWs must promote the use and benefits of IVR Voice Log In at the end of any non-authenticated call by following the steps outlined within this chapter. Refer to the Non-Authenticated Task Action Guide (TAG) within Chapter 3 of this handbook for authentication procedures. Continued on next page CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-4.1

Authenticating a Caller, Continued Identity Theft Case Flag CSC EWs are required to complete further authentication procedures for IVR Authenticated and Non-Authenticated callers if a C-IV case has an Identity Theft Case Flag. EWs will complete the following steps to authenticate the customer s identity when an Identity Theft Case Flag exists: Step Action 1 Authenticate the customer s identity by asking for his/her Identity Theft password, and: If the customer Provides his/her Identity Theft password, Does not remember his/her Identity Theft password, Go to Step 2. Then Ask all three Security Questions, and if: All three questions are answered correctly: Give the customer his/her password, and Go to Step 2. One or more questions are answered incorrectly: Inform the caller/customer he/she must provide two forms of identification in person, Do not provide any confidential information regarding the caller s/ customer s case, and Stop here. No further action is required. 2 Assist the customer with request. 3 Locate and complete the Identity Theft Case Flag Journal Template: Human Services (HS) Intranet > Online Tools > Journal Templates. Include in the Journal: Customer authentication, and All actions taken. Note: Refer to the Operations & Reference Handbook (ORHB), Chapter J Journals, Tasks and Reminders for complete Identity Theft Case Flag procedures. CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-4.2

Authenticated Customer Call Flow Overview The following chart is the call flow for an authenticated caller using the Interactive Voice Response (IVR) system: Authenticated Caller California Work Opportunity and Responsibility to Kids (CalWORKs)/ CalFresh/Medi-Cal/Health Care Programs If you are on your smartphone, please press 1 so that we may quickly get you the help you need. If not, please press 2 or stay on the line. #1 Thank you! We are sending you a text message with a link to our new visual menu, which will help us collect information before we connect you to the worker that would be best suited to help you. We will end this call now and help you reconnect with our workers when you are ready to speak with us. Look at the Visual Interactive Voice Response Call Flow. Language #2 Look at General Inquiries Customer Call Flow. Welcome to San Bernardino TAD Customer Service Center For Spanish press 2. Look at the Interactive Voice Response (IVR) Voice Log In Call Flow. Customer Customer Service Center (CSC) Phone Number: 1-877-410-8829 If you would like information about applying for assistance or have recently applied, please press 1. If you are currently receiving assistance, please press 2. For office hours and locations, please press 3. At any time while you are in the system, press 7 to repeat the menu options or press 8 to return to the previous menu. #3 Option selected? #1 To access the self service IVR you will need a seven digit case number and a valid IVR PIN#. Please enter your seven digit case number If you do not remember or have a case number, please press * to continue. Option selected? * Office supported logic will check for worker and supported offices zip code in the following program order: CalWORKs Medi-Cal CalFresh Look at General Inquiries Customer Call Flow. Note: The IVR system will not prompt the customer to enter his/her case number and Personal Identification Number (PIN) if the customer authenticated through Voice Log In. Look at Non-Authenticated Customer Call Flow. Please enter your 4 digit IVR PIN If you do not remember or have a PIN please press * to continue. Option selected? * Look at Non-Authenticated Customer Call Flow. To get benefit information, press #1. To request a form, please press #2. To change your current PIN, please press #3. To speak to a CSC EW, please press #4. Recording gives benefit information for CalWORKs, CalFresh, and Medi-Cal programs. (After benefit info is heard the message states: Press 9 if you have any further questions about your benefit information. ) #1 Option selected? #2 or #4 #3 Forwards to current IVR New PIN request menu option. To report changes in HH and COA, press #1. To report income/employment changes, press #2. To request forms or schedule an appt., press #3. For benefit related questions, press #4. For all other inquiries, press #5. #1 or #2 CalWORKs, press #1. CalFresh, press #2. Medi-Cal, press #3. General Inquiries, press #4. Option selected? #4 #3 To report changes in HH and COA, press #1. To report income/employment changes, press #2. To request forms or schedule an appt., press #3. For benefit related questions, press #4. For all other inquiries, press #5. Servicing Options #1, #2, and #4 Your call may be recorded for quality assurance and training purposes. Servicing Options #3 and #4 Authenticated Customers CalWORKs & CalFresh Skill Group Customer Service Center Authenticated Customers Medi-Cal Skill Group CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-5

Non-Authenticated Customer Call Flow Overview The following chart is the call flow for a non-authenticated caller using the Interactive Voice Response (IVR) system: CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-6

Visual Interactive Voice Response Call Flow Overview The following chart is a high level overview of the Visual Interactive Voice Response (VIVR) system call flow: CSCHB #2075 (11/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-6.1

Calls Received from the Visual Interactive Voice Response Introduction The Visual Interactive Voice Response (VIVR) system will connect customers to the next available Customer Service Center (CSC) Eligibility Worker (EW) when a customer: Reports changes, or Requests to speak with a worker. The VIVR outbound call is placed from the CSC EW s phone. The CSC EW will hear the line ringing waiting for someone to answer. The EW will verify if the call is authenticated and assist the customer by following the steps below. Step Action 1 Wait for the customer to answer the call, and: If the call is Answered, Not answered, And the Then Sample Language Name of the caller is known, Name of the caller is not known, Customer is unavailable, Call connects to voicemail, Call does not connect to voicemail, Provide a greeting and introduction. Continue to Step 3. Provide a greeting and introduction. Continue to Step 3. Leave a message with the person who answered. Continue to Step 2. Leave a message. Continue to Step 2. Continue to Step 2. Hello, may I please speak with <customer s name>? I m returning a Visual IVR call. My name is <EW name>, I ll be helping you. Hello, I m returning a Visual IVR call. I m returning their Visual IVR call. Please have them call us back at 1-877-410-8829. Thank you. Hello, I m returning your Visual IVR call. Please call us back at 1-877-410-8829. Thank you. N/A 2 Review the VIVR Call Flow and Answers tabs to determine why the customer may have been calling and if a change was reported, Send a request to the customer to contact the CSC to complete any changes reported, and Continue to Step 7. Option: Close call per policy. 3 Inform the customer the call may be recorded: This call may be recorded for quality purposes. Continued on next page CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-6.2

Calls Received from the Visual Interactive Voice Response, Continued Introduction (continued) Step Action 4 Check the blue Call Reason screen pop to determine if call is authenticated or not authenticated, and: If call is Then Sample Language Authenticated, The VIVR pop-up banner will indicate I see we have your Authenticated = Yes. current phone number Confirm the customer s: on file. Name, and Phone number. Or Verify the phone number on the C-IV Soft Phone display I m sorry; I need to matches the phone number confirm with whom I entered in C-IV, or am speaking. Request the customer to confirm his/her phone number. Update the phone number on the C-IV Not authenticated, Contact Detail page, if necessary. The VIVR pop-up banner will indicate Authenticated = No. Follow the Non-Authenticated Callers Task Action Guide (TAG) located in Chapter 3 of this handbook. 5 Thank the customer for using VIVR, and Notify the customer it will take a few moments to review his/her information. 6 Access VIVR screens: Review the Call Flow tab to determine why the customer is calling. Open the Answers tab if the customer is reporting an address change or change in household composition. Verify the information the customer reported. Option: Close call per policy. 7 Complete wrap up: Update C-IV and take appropriate case actions. Clear any completed Task(s), Clear Medi-Cal Eligibility Data System (MEDS) Alerts, E-mail all impacted programs, and Journal the call reason, any VIVR reported changes, and all case actions taken. N/A CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-6.3

Interactive Voice Response (IVR) Voice Log in Call Flow Overview The following chart is a high level overview of the Interactive Voice Response (IVR) Voice Log In call flow: CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-6.4

Customer Handling Protocol Overview The Customer Handling Protocol describes the communication skills and actions that must be taken by Customer Service Center (CSC) Eligibility Workers (EWs) to provide a positive and productive customer service experience. Verbal communication skills Verbal communication skills are critical to the CSC EW and include: Speaking clearly and carefully Not using acronyms, jargon, or slang words Not slurring words or dropping syllables Speaking at a moderate rate, tone, and volume Adjusting pace, volume, and level of urgency as needed Sounding willing to help, being positive, and empathetic Avoiding wordiness Active listening skills To understand customer needs and concerns the CSC EW must use active listening skills, which include: Listening without interrupting Paraphrasing to confirm understanding Asking clarifying questions Redirecting the conversation when the subject is off point Asking the customer to slow down or repeat information, if necessary, in order to understand and capture all issues Rapport building skills Building rapport helps the CSC EW to obtain needed information and satisfies the customer s need to be addressed at a human level. Rapport is built by: Giving the customer your name as part of opening the call Using the customer s title and last name Using positive language and can statements Saying please and thank you when requesting information Explaining why information is needed or what action must be taken Showing interest in the customer s problem Empathizing by saying I see or I understand as a way of acknowledging customer s feelings and point of view without being judgmental C-IV, Content 7.1, and resource navigation skills CSC EWs must be able to efficiently navigate in C-IV and the Content 7.1 system to locate key pages, items of information, documents sent and received, while interacting with the customer on the phone or through Live Chat. It is also necessary to be familiar with accessing online Task Action Guides (TAGs), program handbooks, the TAD Forms Catalog, C-IV User Guides, and other resources in order to resolve a caller s issue. Continued on next page CSCHB #2082 (04/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-7

Customer Handling Protocol, Continued Educating customers on self-service options The CSC EW will educate customers on one self-service option as it relates to the call reason. The self-service option offered will be dynamic to the call. Tone and demeanor of the customer should be taken into account when deciding what is appropriate to offer as a self-service option. For example, customers who have used their Interactive Voice Response (IVR) Personal Identification Number (PIN) or who have applied through C4Yourself would be offered other self-service options as it relates to the call. Self-service option descriptions The following table includes self-service options an EW may offer to customers. Self Service Option C4Yourself C4Yourself Live Chat C4Yourself Call Me Electronic Notifications (e-notifications) Facebook Description Customers can apply for benefits, complete Re-Evaluations (REs) and Recertifications (RCs), report changes, send and receive forms, upload documents, receive messages from workers, obtain benefit information, and acquire worker information. Customers can also access C4Yourself using the C4Yourself mobile application (app). The Live Chat link on C4Yourself allows customers to chat online with a CSC EW. A CSC EW is available to assist the customer after the customer logs in to his/her C4Yourself account. Customers can request a call from an EW by clicking on the Call Me link on C4Yourself and entering their contact information. The C4Yourself e-notification feature allows a customer to view all of his/her official notices/documents in his/her C4Yourself account. A customer will receive an e-mail when a new document has been posted to his/her account. All notices are electronically posted with the exception of State Hearing Notices. Reference the Operations and Reference Handbook (ORHB), Chapter T, e-tools and the Electronic Notifications Task Action Guide (TAG) within this handbook for additional information and opt-in procedures. Facebook address: www.facebook.com/sbcountytad. The TAD Facebook page includes frequent posting of: Job leads and job fair information. Outreach events and community resources. Friendly reminders. Frequently Asked Questions (FAQs) and Answers. Alerts when Electronic Benefits Transfer (EBT) or the Interactive Voice Response (IVR) is unavailable. IVR In addition, the site contains: Location of TAD offices with an interactive map. Informational brochures about TAD programs. Links to other State and County websites. Customers can use an IVR PIN to access case and benefit information, acquire worker information, obtain office hours and locations, request forms, and speak to a worker. Continued on next page CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-8

Customer Handling Protocol, Continued Self-service option descriptions (continued) Self Service Option IVR Outbound IVR Voice Log In Kiosk Texting Notifications Visual IVR (VIVR) Description Customers receive automated phone messages to remind them of missing documents and upcoming appointments. The IVR system also gives customers information about rescheduling appointments and provides clarification about the possible impact of cancelling an appointment. Customers can authenticate into the IVR using only their voice instead of entering a case number and PIN. Voice Log In allows for faster log in, heightened information security, and ability to access self-service options. Allows customers to upload documents, check-in for scheduled appointments, or check-in for valuables (EBT cards, Benefit Identification Cards [BICs], and supportive services). The C4Yourself Text service sends a text message to a customer s mobile phone informing him/her when he/she has an appointment, when there are missing necessary documents for his/her case, or other important information. Opting-in for C4Yourself Text messaging is completed by the customer using the following methods: The Text Notification Agreement (TEXT 100 CIV) form located in the C-IV Template Repository. Texting: C4Y to 62315, for English, or C4Y2 to 62315, for Spanish. Scanning the Quick Response (QR) code located on: The E-Notification Flyer (ADM 109 CIV), or Documents created for San Bernardino customers regarding selfservice options. Customers calling the CSC will have the option to access information and complete requests visually using their smartphone. If the visual option is selected, a text will be sent to the customer s phone to connect to the VIVR. Once connected, customers can: View office hours and locations, Apply for assistance, Request a PIN, View benefit information, Request forms, Check the status of submitted documents/applications, Report changes, Take pictures of documents related to specific reported changes (i.e., change of address and household composition) and upload the pictures to their case, and Request to speak to a worker. Note: Refer to the following ORHB chapters for additional information and procedures related to self-service options: Chapter R Office Management, Chapter T, e-tools, and Chapter V PACE. Continued on next page CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-8.1

Customer Handling Protocol, Continued Self-service examples The following are examples of self-service options for common call reasons. Staff will select the one most beneficial to the customer. Reason for Call EW could offer Content Example Application or Discontinuance C4Yourself, and We offer an online system called C4Yourself.com that allows you to complete applications online. VIVR Would you like information on setting up an account? You can also access C4Yourself through the Visual IVR. Benefit Inquiry IVR/VIVR self-service menu option, and C4Yourself You can use the Interactive Voice Response or the Visual IVR system 24 hours a day to obtain information about your case. We also offer an online system called C4Yourself.com that allows you to check the status of your case and benefit amount. Would you like information on setting up an account? Once your account is opened and you have registered with the county, you will be able to access information through C4Yourself.com. IVR PIN Request IVR Voice Log In We offer voice log in which allows you to authenticate your identity using only your voice when you call the CSC. Would you like assistance in enrolling in this service? Missed Appointments Missing RE/RC Documents IVR Outbound Reminder Calls, and Texting Notifications C4Yourself, Electronic Notifications, and Texting Notifications You can receive automated reminder phone calls when you have an appointment scheduled. Would you like me to sign you up for this service? You will enter your IVR PIN when you receive the call in order to successfully accept the reminder. You can also receive appointment reminders through C4Yourself Texting Notifications. Would you like to enroll in this service? We offer an online system called C4Yourself.com which allows you to complete annual renewals and reporting forms online. E-Notifications alert you when documents have been sent to your account. And texting notifications will alert you when documents are missing from your case. Would you like to enroll in these services? Once your account is opened and you have registered with the county, you will be able to submit these forms and the associated verifications through C4Yourself.com. Continued on next page CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-8.2

Customer Handling Protocol, Continued Self-service examples (continued) Reason for Call EW could offer Content Example Missing Status Report Reporting Changes Address Household Composition Income Property Employment School Attendance Expenses Submitting Documents IVR/VIVR Self-Service Menu, IVR Outbound Reminder Calls, C4Yourself, Electronic Notifications, and Texting Notifications C4Yourself, and VIVR C4Yourself, Kiosk, and VIVR Note: VIVR only allows customers to upload documents related to change in address or household composition. You can use the Interactive Voice Response and Visual IVR system 24 hours a day to obtain information about your case. You can also receive automated reminder phone calls when you have a missing status report. Would you like me to sign you up for this service? You will enter your IVR PIN when you receive the call in order to successfully accept the reminder. We also offer an online system called C4Yourself.com which allows you to complete reporting forms online, receive e-mail notifications when documents are posted to your account, and text messages when documents are missing from your account. Would you like to set up an account? Once your account is opened and you have registered with the County, you will be able to submit these forms and the associated verifications through C4Yourself.com. The Visual IVR system allows you to report changes using your smartphone. We also offer an online system called C4Yourself.com which allows you to report changes online. Would you like information on setting up an account? Once your account is opened and you have registered with the County, you will be able to submit changes and the associated verifications through C4Yourself.com. C4Yourself.com allows you to upload documents online. Would you like to set up an account? Or you can scan in your documents using the kiosk located in our office lobbies. The kiosk can provide you with a receipt, and you don t need to wait in the reception line. The Visual IVR also allows you to upload documents for specific changes using your smartphone. Note: Remind customers they may access C4Yourself via a mobile device. Continued on next page CSCHB #2075 (11/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-8.3

Customer Handling Protocol, Continued Parts of a contact Every contact has four major components to be handled by the CSC EW: Opening Greeting and confirmation of caller information; this initial contact sets the tone for the contact. Body Questions or issues are identified, research conducted and resolutions determined (includes preliminary C-IV data entry). Closing Informs customer how questions/issues are being addressed, actions needed, due dates, and standard message about IVR and C4Yourself. Wrap-up Case actions completed to the fullest extent possible based on the TAGs and program requirements (may result in referral for follow-up action). Opening the contact The CSC EW opens the customer contact taking the actions list below: Step Action Content Example 1 Provides a greeting and introduction. Good morning, this is Mrs. Jetson at the Transitional Assistance Customer Service Center, with whom am I speaking? 2 Confirms customer information. If IVR/VIVR system Then the EW Authenticates customer, Confirms name. Confirms phone number by: Verifying the phone number displayed on the C-IV Soft Phone matches the phone number entered in C-IV, or Requesting the customer to confirm his/her phone number. Updates C-IV Contact Detail page, if necessary. Does not authenticate customer, Follows Non-Authenticated Callers TAG. Follows steps in the block above if caller is authenticated, or Explains due to confidentiality, confirmation or discussion of any case is prohibited. Advise caller they may call back, or go to his/her district office for further assistance. Offer to answer any general questions that are not case specific. Note: If an Identity Theft Case Flag exists, further authentication steps are required. Refer to the Authenticating a Caller section of this chapter or the Operations & Reference Handbook (ORHB), Chapter J Journals, Tasks and Reminders for procedures. I see you re calling from the phone number we currently have on file. Or May I confirm your phone number to ensure we have your most recent contact information? I m sorry; I am unable to assist you without proper identification. You can find your case number on any correspondence from your worker. With that you can call back, request a PIN through the IVR system or use the C4Yourself online application to obtain case information. However, I can answer any general questions you may have. 3 Focuses the customer and sets the tone. How can I help you today? Continued on next page CSCHB #2075 (11/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-9

Customer Handling Protocol, Continued Handling the body of the contact The CSC EW handles the body of the customer contact taking the actions listed below: Step Action Sample Language 1 Manages irate customer contacts using: I understand why you are upset; let me help Active listening, you with that problem. Voice modulation, and Empathy skills. I m sorry for any confusion; I can explain what is needed. 2 Controls the contact: I can assist you but I need to ask you a few Confirms understanding of the customer question or issue. questions. Asks questions for clarification or to obtain more detailed information. Can you please talk a little slower so I can be sure I understand what you need? Responds to each question/issue presented by the customer. Excuse me for interrupting, in order to better assist you, let s talk about your questions one 3 Uses proper holding technique by: Asking permission to put the customer on hold, Letting the customer know the reason, Letting the customer know how long they will be on hold, and Thanking the customer after reestablishing contact. 4 Uses proper transfer technique by: Asking permission to transfer, Letting the customer know the reason, Letting the customer know the name of the person to whom they are being transferred, or Letting the customer know If they will be in a queue (on hold) when transferred, and timeframe, and Thanking the customer. 5 Avoids long pauses by explaining what he/she is doing (data entry, generating a form, looking up a policy, etc.), or puts the customer on hold. 6 Provides accurate information by utilizing all available resources. 7 Provides an explanation when receipt of a specific document cannot be confirmed. at a time. May I put you on hold while I research your case? It should only take a minute or two. Do you mind holding while I talk to my supervisor about your case? It should not take longer than five minutes. Thank you for holding. May I transfer you to another worker who can assist you with your Medi-Cal problem? You will be on hold until a worker is available, in approximately 8 minutes. Thank you for your patience. I m mailing you forms that need to be completed and returned within ten days. I m updating your case before we move on to your next question. I can verify that information for you. That s a good question; I can look it up in your case record. You turned in your pay stubs yesterday? The office has ten days to process your income information. If you do not get a letter or hear from us by that time, please call again. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-10

Customer Handling Protocol, Continued Closing the contact Call closing will be dynamic to the call and tailored to the needs of the customer. The CSC EW closes the customer contact by taking the actions listed below: Step Action 1 Inform the customer about actions taken to address his/her concerns. 2 Remind the customer of potential impacting issues: Scheduled appointments. Pending items, such as, reports or verifications due. Ensuring he/she writes his/her case number on any items returned to a district office. Curing penalties/non-compliance. 3 Offer additional assistance: Is there anything else I can help you with? or Have I answered all of your questions today? 4 Offer IVR Voice Log In set up assistance if the customer did not authenticate using his/her voice. 5 Thank the customer for calling. 6 Release the call to either: Transfer the call to the Voice Log In set up, or Connect the customer to the Customer Satisfaction Survey. Wraps-up the contact The CSC EW wraps-up the contact by completing case actions to the fullest extent possible after the customer is off the phone, and before returning to Ready status. Wrap-up includes, but is not limited to: C-IV data entry Scheduling appointments Generating forms and letters Setting a Task for follow-up E-mailing impacted program workers or the district CSC Inbox Journaling Note: See TAGs for instructions and wrap-up procedures. CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-11

Call Release Customer Service Center Initiated Overview The Customer Service Center (CSC) Eligibility Worker (EW) will release the call to transfer the customer to the Customer Satisfaction Survey or the Voice Log In enrollment menu. However, there may be situations when the EW must initiate the call release prior to the conclusion of the call. Call Release reasons The CSC EW will only release the customer s call prior to the conclusion of the call for the following reasons: Customer Ended Call but Failed to Disconnect the Line: The EW can determine the customer had concluded the call but failed to disconnect the line. Customer Failed to Respond to Greeting: The customer failed to acknowledge the EW after multiple greeting attempts. Emergency: Follow the Emergency Guidelines Task Action Guide (TAG). On Hold: The customer placed the CSC EW on hold for an excessive length of time. Note: The EW will Journal any actions completed and the reason call was released early. CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-12

Hand-Offs to District Office Introduction This section contains information regarding hand-offs to a Transitional Assistance (TAD) district office when action(s) cannot be completed by the Customer Service Center (CSC) Eligibility Worker (EW). It is the goal of the CSC to provide full customer service and hand-off as few actions as possible to the district office. When to hand-off The CSC EW will hand-off actions that require: Emergency customer pick-up, Face-to-face contact, Verification which is not already on file, Budgeting multiple payment months, or Actions too time consuming to be completed during a phone contact. Hand-off types Hand-offs may include, but are not limited to, the following actions: Add Persons/Change of Payee Benefit Identification Card (BIC) Paper issue only Delinquent work Erroneous work Electronic Benefit Transfer (EBT) card Pick up Manual budgeting Re-budgeting of prior months Remove Persons Statewide Finger Imaging System (SFIS) Referral Add person Add person actions will be handed-off to a district office at various points depending on the program and situation. See the Add Person TAG. Benefit Identification Card (BIC) BIC issuance will be handed-off when the customer states he/she has an emergency and must to pick-up a temporary paper BIC at his/her local district office. See the BIC Replacement TAG. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-13

Hand-Offs to District Office, Continued Electronic Benefit Transfer (EBT) EBT card issuance will be handed-off when the customer states he/she has an emergency or is homeless and needs to pick-up a card at his/her local district office. See the EBT TAG. Remove Person Remove person actions will be handed-off to a district office at various points depending on the program/situation. See the appropriate program Remove Person TAG. Statewide Finger Imaging System (SFIS) Customers who missed SFIS appointments and certain Add Persons who require SFIS will be handed-off to his/her local district office. See the SFIS TAG. Hand-off responsibilities When handing-off to the district office, the CSC EW will: Set a Task for the assigned Worker ID regarding the hand-off reason, and Email the Task to the district supervisor. CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-14

General Information (GI) Phone Line Programs These procedures apply to the General Information (GI) phone line. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when the customer is routed from the GI queue: Step Action 1 Ask the caller for his/her name and purpose of the call. Note: If the caller needs to be authenticated before his/her question(s) can be answered, refer to Non Authenticated Callers Task Action Guide (TAG). 2 Answer the callers questions, as appropriate. See General Inquiry Frequently Asked Questions (FAQs) section. 3 Transfer the caller in the following situations: If the EW cannot answer the question(s), Caller asks to speak to a supervisor, 4 Journal customer contact. Then the CSC EW will Inform the caller he/she will be transferred to the appropriate CSC EW for further assistance, and Transfer call to appropriate queue. Complete a warm transfer to the to a CSC Supervisor queue, and Release the call. CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-15

General Inquiries Customer Call Flow Overview The following chart is the call flow for callers who reach the General Information (GI) queue using the Interactive Voice Response (IVR) system: CSCHB #2083 (01/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-16

General Inquiry FAQs Introduction The following are Frequently Asked Questions (FAQs) the Customer Service Center (CSC) General Information (GI) queue may receive: Application/ Program Questions How do I apply for California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, or Medi-Cal? How long does it take for my application to be approved? Or, How long does it take to process my application? What is CalWORKs? What is CalFresh? What is Medi-Cal (MC)? What is Modified Adjusted Gross Income (MAGI)? What is Health Care Reform (HCR)? Responses Customers can apply for all programs at his/her local office or online at C4Yourself.com. Medi-Cal applications can also be submitted online at CoveredCA.com, or by phone through Covered CA (1-800-300-1506) or the CSC (1-877-410-8829). Regulations allow the following number of days to process application date: CalWORKs 45 days Medi-Cal (MC) 45 days CalFresh 30 days Note: If the application is not active, inform the customer what verifications are missing and then refer the customer to his/her Intake worker. The CalWORKs program provides financial assistance and employment services to families with children who are deprived of parental support or care due to death, incapacity, unemployment/underemployment, or continued absence of one or both parents. CalFresh is the program formerly known as Food Stamps. It is a nutritional assistance program designed to help individuals and families with limited income to buy food. Benefits are issued on an Electronic Benefit Transfer (EBT) card used like a bank card at most local food stores. It is a Federally funded program. The Medi-Cal Program provides a variety of health services for low-income families, aged, blind, or disabled individuals, pregnant women, and children who have limited income and/or resources. Modified Adjusted Gross Income (MAGI) Medi-Cal is a new budgeting methodology standardizing how income and household composition is calculated to determine a customer s eligibility for health care benefits. In 2010, the federal government enacted the Patient Protection and Affordable Care Act (ACA), also known as Health Care Reform (HCR). The ACA aims to increase the number of Americans with insurance and reduce the overall costs of healthcare. The ACA requires most United States citizens and legal residents to be enrolled in a health insurance plan that meets basic minimum standards. Continued on next page CSCHB #2065 (04/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-17

General Inquiry FAQs, Continued Introduction (continued) Application/ Program Questions (Continued) What is Cash Assistance Program for Immigrants (CAPI)? What is General Relief (GR)? How do I apply for General Relief? I have questions on my options for health care? I want to make changes to my health care provider/plan? I am homeless, how can I get help? Responses CAPI is a State only cash assistance program for specific aged, blind or disabled legal immigrants who are not eligible to SSI/SSP due solely to their immigrant status. It is not linked to any other public assistance program. All CAPI customers must be referred to the CAPI Eligibility Worker (EW), Karina Gomez, at Ontario TAD #75. Her contact number is 909-933-5777. EW Gomez will mail the application and she will complete a telephone interview. No face-to-face interview is required to request, complete, or file a CAPI application. Do not instruct the customer to apply in person. Inform a customer in San Bernardino County General Relief is a loan that must be repaid. Customer can apply only in a district office and will need to attend an orientation meeting which will explain eligibility requirements. Customer can go to the local office and speak with a Health Care Options (HCO) representative or call the HCO toll-free number: 1-800-430-4263. New CalWORKs applicants Customer must apply for CalWORKs first, and if eligible, he/she can apply for Homeless Assistance (HA) also. The customer must apply in person. Active CalWORKs Customers Must apply in person in the local district office. Note: Homeless Assistance is a once in a lifetime, however certain exceptions may allow a customer to receive more than once when exception is verified. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-18

General Inquiry FAQs, Continued Introduction (continued) Complaints/Fraud/Speak to Supervisor, etc. Can I speak with a Supervisor, Manager, or Deputy Director? I feel like my civil rights have been violated. How do I file a Civil Rights complaint? Responses Explain To complete request or provide information you will need to gather some information. Authenticate caller if necessary Research Ask customer to briefly explain his/her need to speak to an Eligibility Worker Supervisor I (EWSI)/District Manager (DM)/ Deputy Director (DD). Determine If request can be handled at the CSC. Attempt to resolve the complaint. Transfer the customer based on the appropriate chain of command procedures. Provide Your Rights Under California Welfare Program (PUB 13) pamphlet must be mailed to the customer. Direct You must refer the customer to the Program Integrity Division (PID) Civil Rights Coordinator at 909-252-4365. Reference Operations & Reference Handbook (ORHB) on Discrimination Complaints for State/Federal representatives. Can I have the number for the Board of Supervisors (BoS)? How do I report welfare fraud? Note: A customer who feels they have been discriminated against by a Human Services (HS) employee can file a complaint at any time. Determine and Assist Can complaint be handled at the CSC? Ensure Try to resolve complaint or transfer call to an EWSI/DM/DD first. Direct If all attempts have been made on all levels to resolve the issue, provide customer with the BoS number. Refer Access BoS website for current contact information: www.sbcounty.gov/main/bos.asp. Refer CalWORKs/CalFresh Fraud Hotline number: 1-877-605-2321 How do I report Medi-Cal fraud? Refer MC Fraud State Hotline: 1-800-822-6222 How do I file for a Fair Hearing? Refer Appeals phone number: 1-800-952-5253 Continued on next page CSCHB #2089 (04/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-19

General Inquiry FAQs, Continued Introduction (continued) General Questions What time is my appointment? How do I get to your office? Why do you need my sponsor's information? How do I clear my sanction? I am calling on behalf of a customer; can I check on his/her case status? CalFresh/EBT What day will benefits be available for CalFresh? What day will benefits be available for Transitional CalFresh (TCF)? Can I come in and pick up an EBT card if so, what time? How do I replace an EBT card that is lost or stolen? Responses Check Customer's schedule in C-IV. Offer to reschedule appointment if the customer has a conflict. Reference the Appointment Schedule/Reschedule Task Action Guide (TAG). Determine which office is closest to the customer. Offer to provide directions if the customer is unsure. Use MapQuest, Google Maps or Omnitrans Trip Planner if taking public transportation. Sponsor's information is needed to determine eligibility/benefit level. Reference Non-Compliance TAG. Check to see if there is a release on file. If there is one, you may proceed with the conversation. If not, advise caller that due to confidentiality, you are not able to discuss any information or confirm there is a case. Responses The CalFresh stagger day is based on the last digit of the customer s case number. There are no exemptions from stagger in CalFresh. 1 = 1st, 2 = 2nd, 3 = 3rd, 4 = 4th, 5 = 5th, 6 = 6th, 7 = 7th, 8 = 8th, 9 = 9th, 0 = 10th. The first month of TCF benefits are issued by the 10th of the month. Subsequent months will be issued using the normal CalFresh stagger guidelines which are based on the last digit of the customer s case number. District offices issue all day during core business hours 8:30a.m. - 4:30p.m. No appointment needed but CSC EW or district EW needs to ensure an EBT Card Issuance (EBT 6) has been completed and forwarded to the Authorized Issuance Office Assistant (AIOA). Refer to the Electronic Benefit Transfer (EBT) TAG. Pick Up District office EW or CSC EW completes an EBT 6 and forwards to the AIOA. Remind customers they must provide photo identification or be identified by an EW at the time of pick up to receive the new EBT card. Mail Provide toll free EBT Golden State Advantage Card customer service number: 1-877-328-9677. Explain card and PIN will be mailed separately and arrives within 3-5 business days. Reference Electronic Benefit Transfer (EBT) TAG. Note: The amount of benefits withdrawn before the customer requests a replacement EBT card will not be replaced. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-20

General Inquiry FAQs, Continued Introduction (continued) CalFresh/EBT (continued) How do I change the Personal Identification Number (PIN) on my EBT card? Can I designate another person to use my EBT card? And, If so, how does this process work under an EBT system? I have designated another person to use my EBT card; will they automatically have access to my cash on the EBT card or just my CalFresh? Will my benefits be replaced if someone steals benefits from my EBT account? I received a letter telling me I used my EBT card to make unusual purchases from a store that is now disqualified. What does this mean and what should I do? I received a letter telling me I received and used four (4) or more new/replacement EBT cards in the past twelve (12) months. What does this mean and what should I do? Note: This letter is sent only to CalFresh customers. Responses (continued) In Office EBT OA has access to allow the customer to change his/her EBT PIN. Phone Contact the EBT Golden State Advantage Card Customer Service at 1-877-328-9677. A customer may designate an Authorized Representative (AR) to have access to the CalFresh EBT account. An AR will have a separate card with its own account number and PIN. The EBT system will be able to track which card was used to access the recipient's account. The customer may designate which account(s) the AR has access to. It is possible to limit the AR's access to only the CalFresh benefit account, with no access to the cash account. No, a person's account can only be used with a valid card and PIN number. Any transactions conducted with a valid card and PIN are the customer's responsibility, even if the transaction was done without the customer's permission or knowledge. The benefits will not be replaced. That is why it is very important for the customer to protect the secrecy of their PIN. It should not be shared with anyone. It should never be written down on the card or on a paper that is kept with the card. Review the Anti-Fraud Locator Using EBT Retailer Transaction (ALERT) warning letter with the customer and remind him/her that CalFresh benefits can only be used to buy food. No other action will be taken at this time. Note: This letter is generated by California Department of Social Services (CDSS) and sent to the Program Integrity Division (PID) who will image the letter into C-IV. CDSS has not assigned a form number to the letter. Review the Excessive Card Replacement (ECR) warning letter (EBT 2260) with the customer and remind him/her the same EBT card can be used every month. If he/she is having problems using the card or needs a new PIN, advise him/her to call EBT Golden State Advantage Card customer service at 1-877-328-9677 or go into his/her local Transitional Assistance (TAD) office. Note: This letter is generated by C-IV. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-21

General Inquiry FAQs, Continued Introduction (continued) Expedited Services (ES) How do you apply for ES? What are the ES timeframes? What is my EBT card number? What is Express Lane? Responses The customer completes the SAWS 1 questions 1-13 normally. For ES, the customer must also complete questions 14-17. ES eligibility must be evaluated and issued within three (3) calendar days (if eligible to ES) from the date of application. The date the application is received is day zero (0). Day zero (0) does not count in the three (3) day issuance time frame. EBT card numbers are never to be given to the customer over the phone. Inform the customer he/she may request a replacement card by calling EBT Golden State Advantage Card customer service at 1-877-328-9677 or go into the local Transitional Assistance (TAD) office with proof of identity. Express Lane is express Medi-Cal enrollment using CalFresh eligibility to grant zero (0) Share of Cost (SOC) Medi-Cal benefits without completing a Medi-Cal application or RE for twelve (12) months from the Express Lane effective date. Customers must meet certain criteria to be eligible to Express Lane Medi-Cal. Reference Express Lane Enrollment TAG. Note: If the customer becomes ineligible to CalFresh prior to the twelve (12) month Express Lane period, a determination for ongoing Medi-Cal must be completed as CalFresh eligibility is a requirement for Express Lane. Immediate Need (IN) How do I apply for immediate help/immediate Need (IN)? Exception: Customers who move out of state or are deceased will be terminated without an ongoing determination. Responses The customer completes the SAWS 1 questions 1-13 normally. For IN, the customer must also complete questions 14-18. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-22

General Inquiry FAQs, Continued Introduction (continued) Medi-Cal I have questions about my Medi-Cal benefits coverage? How can I get emergency Medi-Cal? I'm pregnant, how do I apply for Medi-Cal? I m a Minor and want to apply for Medi-Cal, how do I? I received my Medi-Cal packet. I have questions on my forms, can you help me? How do I remove other health care coverage? How does my Share of Cost (SOC) work? What are premiums? And How do I change my premium payments? Why doesn't my Medi-Cal work? Responses For information, refer the customer to the California Department of Health Care Services (DHCS) for covered services and Long Term Care (LTC). The phone number is 1-800-472-2300. There is no emergency Medi-Cal. If the customer has an emergency, refer the customer to his/her local County hospital (Arrowhead Regional Medical Center [ARMC]). He/she can apply for Medi-Cal at the hospital. If he/she has already applied and an application is pending, review the information to see if all verification has been provided in order to process the case. If not yet ready to process, inform customer what is needed and the due date. A pregnant customer can go to: Public Health and get Medi-Cal through the clinic for thirty (30) days (Presumptive Eligibility [PE]), or A qualified hospital to get Medi-Cal for sixty (60) days under the Hospital Presumptive Eligibility (HPE) program. See Health Care Programs Handbook (HCPHB), Chapter 15 Special Programs for more information regarding HPE. The customer is still required to apply for Medi-Cal. Customer must come into the office to apply. Same day or next day appointment will be given and all appointments are face to face. Refer the customer to a Medi-Cal worker for assistance. The customer must provide termination verification. If not available, a declaration statement will suffice. Refer to ORHB, Chapter K Other Health Coverage for full list of acceptable verification and requirements. Explain to the customer it is not a co-pay. SOC is a month to month payment only made when he/she uses medical services. He/she must meet the SOC amount each month before Medi-Cal will provide coverage. If necessary, refer the customer to a Medi-Cal EW. Premiums are the customer s required monthly payments for his/her medical insurance. All premium payments are made directly to the health insurance company. Customers with inquiries regarding premium payments should be referred to his/her selected plan. Research information in the Medi-Cal Eligibility Data System (MEDS), California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS), and C-IV. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-23

General Inquiry FAQs, Continued Introduction (continued) Supplemental Security Income (SSI)/State Supplementary Program (SSP) and Social Security Disability Insurance (SSDI) Customers I receive SSI, how can I get a new Benefit Identification Card (BIC)? Responses Review MEDS to ensure the address listed is current and the BIC was not returned to DHCS due to invalid address/whereabouts unknown. Complete a MEDS Update and Medi-Cal Card Request (TAD 110 P) form if MEDS doesn t state the BIC was returned. If address is Correct, Incorrect or the BIC was returned, Then Follow the procedures on the BIC Replacement Task Action Guide (TAG). Refer the customer back to the Social Security Administration (SSA) office to have the address updated unless customer has a referral letter from SSA stating to change the address. This can then be done at any local office. I receive Medicare can you help me with questions about my Medicare premiums? Customer can be routed to a Medi-Cal worker who can address and discuss Qualified Medicare Beneficiary (QMB). The Medicare general information number is 1-800-633-4227. If customer needs assistance from the STATE Ombudsman, he/she can call 1-888-452-8609 for any emergency MEDS issues. Can I qualify for Medi-Cal? Review for Quick Sort. Reference the Cover California Quick Sort TAG. Offer to: Take the application (SAWS 1) over the phone, Mail the SAWS 1 to the customer, or Inform the customer he/she may also apply I have questions about my Medi-Cal benefits coverage? I receive Medicare can you help me with my Medicare premiums? (Qualified Medicare Beneficiary [QMB], Specified Low-Income Medicare Beneficiary [SLMB], and Qualifying Individuals [QI-1]) Social Security gave me your number. Can you help pay for my medications? online using C4Yourself or CoveredCA.com. Refer customer to California DHCS (services covered and LTC information), at 1-800-472-2300 or 909-383-4192. Customer must apply for Medi-Cal to be evaluated. Medicare Savings Programs (QMB, SLMB, and QI-1) assist with the Medicare premium payment. Customer must apply for Medi-Cal to be evaluated. Medicare Savings Programs (QMB, SLMB, and QI-1) assist with the Medicare premium payment. The customer may be a Medicare Part D, Low Income Subsidy (LIS) referral from SSA. CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-24

Available Resources Overview The Customer Service Center (CSC) may receive calls requesting information regarding available resources. Some of these resources may be found within one of the following: Transitional Assistance (TAD) website Resource Directory Online Tools Troubleshooting guides Task Action Guides (TAGs) TAD website The TAD website provides access to information such as: Organization chart Office locations TAD Phone Directory Health Care Options (HCO) Representative location and hours Inter County Transfer (ICT) Coordinators List Resource Directory The Resource Directory can be used by staff, as well as, customers. Customers may access the Resource Directory via the San Bernardino County website at www.sbcounty.gov under the Services A - Z tab. Staff may access the Resource Directory from the Human Services (HS) Home Page in the Online Tools section or via the C-IV Resource Databank (RDB). The Resource Directory provides information such as: A link to other counties, and Listings for: Services, or Job Opportunities. Note: Enter the Service Category and Service Type to minimize search results. Online tools The CSC may also receive calls requesting directions to the nearest TAD office, or which bus route he/she should take. The CSC Eligibility Worker (EW) may use the following online tools to provide this information for the customer: Google Maps MapQuest OmniTrans Trip Planner CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-25

General Timeframes Introduction This section contains information regarding: Processing timeframes, Escalations, and Customer Service Center (CSC) actions while in code red. Processing timeframes Knowledge of processing timeframes ensures customers receive accurate and consistent information and serves to help avoid unnecessary escalations. Staff will process actions no later than the allotted timeframe to provide excellent customer service. The chart below identifies internal processing timeframes for specific case actions: Action Status Report/Re-Evaluation (RE) Miscellaneous Mail California Work Opportunity and Responsibility to Kids (CalWORKs)/CalFresh/ Medi-Cal (includes re-budgets) Add Person Application Client Requesting Contact Processing Timeframe Current month Semi-Annual Eligibility Status Report (SAR 7)/RE: Action will be taken by month s end. Prior month SAR 7/RE: No later than two (2) business days after the date all verifications are received. No more than five (5) business days after the date all verifications received. No more than ten (10) calendar days from the date all verifications received. Close of business the same day. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-26

General Timeframes, Continued Escalations Escalations are action items communicated from the CSC to the district office which fall outside of the processing timeframe and are addressed/given priority attention on a case-by-case basis for customer service purposes. The CSC Eligibility Worker (EW) determines if an item warrants escalation and follows the table below when receiving customer calls for status of actions (e.g., SAR 7, restoration verifications, and other actions). If the action is Not past the processing timeframe, Past the processing timeframe and 1 st escalation is necessary, Then the EW will Determine if the customer has an emergency situation, and: If the emergency situation Exists, Exists and the EW is unable to process the action, Does not exist and the EW is unable to process the action, Then the EW will Process the action. Send it to the Master Assignment Queue (MAQ) for priority processing. Ensure the Personally Identifiable Information (PII) e-mail contains all of the following information: <Priority Email District XX> in the subject line. A brief description of the reason for the emergency and date of receipt of information in the body of the email, and The PII attachment. Explain to the customer the processing timeframes. Complete a Journal entry on the customer contact. Email the 1 st escalation to the: MAQ, MAQ Eligibility Worker Supervisor I (EWS I), and CSC EWS I. Ensure the PII email contains all of the following information: <1st CSC Escalation District XX> in the subject line. A description of the issue and date of receipt of information in the body of the email, and The PII attachment. Complete a Journal entry on the customer contact citing in the Short Description: 1 st Escalation, and Reason (e.g., 1 st Escalation SAR 7). Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-27

General Timeframes, Continued Escalations (continued) If the action is Past the processing timeframe and the 1 st escalation has already been requested, Note: 2 nd escalations may be sent when 24 hours have passed since the 1 st escalation (excluding weekends and holidays). Then the EW will Email the 2 nd escalation to the: MAQ, MAQ EWS I(s),CSC EWS I(s), District s District Manager (DM), CSC DM, and Cc: District Deputy Director (DD) and CSC DD. Ensure the PII email contains all of the following information: <2nd CSC Escalation District XX> in the subject line. A description of the issue, date of 1st escalation, date of receipt of information in the body of the email, and The PII attachment. Complete a Journal entry on the customer contact citing in the Short Description: 2nd Escalation, and Reason (e.g., 2 nd Escalation MC RE). Upon receipt of an escalation the: District Schedule Coordinator will Journal assignment of case action in C-IV, and EW processing the action will contact the customer with the case status. CSC actions while in code red The chart below provides a quick reference for the CSC EW regarding specific case actions to be completed during the customer phone call and those that will have a Task set for district follow-up. Hand-off and set a Task on those actions will not be completed due to high call volume during code red conditions. Do not complete action on Finalizing partially completed add person actions to include running Eligibility Determination and Benefit Calculation (EDBC) Rescinds/Restorations Prior month s re-budgets SAR 7 processing Override actions Extensive troubleshooting Take Action On Adding Deemed Eligible (DE) Newborns Benefit Identification Card (BIC) Issues Current month re-budgets Address Changes Electronic Benefit Transfer (EBT)/BIC Replacements Add Person Requests: Gather Add Person information Follow appropriate TAG All other task actions listed in the CSCHB Chapter 3 TAGS CSCHB #2089 (04/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-28

Escalation Process Flowchart Overview The flowchart below provides an overview of the escalation process. CSCHB #2089 (04/16) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-29

Call Flowchart Overview The flowchart below provides an overview of the call process flow at the Customer Service Center (CSC). CSCHB #2061 (03/15) CUSTOMER SERVICE CENTER COMMUNICATIONS 2-30

Covered California Quick Sort Transfers Overview Introduction This section contains information regarding San Bernardino County s responsibilities as a Covered California (CA) Regional Call Center (RCC). Background In 2010, the federal government enacted the Patient Protection and Affordable Care Act (ACA), also known as Health Care Reform (HCR). California developed an insurance exchange focused on providing a market place to compare and purchase health insurance to assist those without insurance to get covered. This exchange is known as Covered CA. When Covered CA determines a caller is potentially eligible to Medi-Cal, the caller is transferred to a RCC to determine the caller s eligibility for benefits. The Customer Service Center (CSC) is San Bernardino County s RCC. CSC Health Care Reform (HCR) Eligibility Workers (EWs) will assist callers transferred from Covered CA. Definitions The table below lists the terms and definitions used in this section: Term Home County Host County Regional Call Center (RCC) Subscriber County Courtesy Call Definition A C-IV User s own county. A county that is contracted to handle calls for other C-IV counties. A call center that answers Covered CA transfer calls for other counties. This is the CSC for San Bernardino County. Any C-IV county responsible for completing follow-up actions after a Host County concludes the initial Covered CA Quick Sort transfer call. Call from other counties that may be routed to San Bernardino in the event of another RCC power or phone outage or in order to meet Service Levels throughout the C-IV counties. Regional Call Center Protocol agreement The C-IV Regional Call Center Protocol Oct-Dec 2013 is a written agreement between all C-IV counties. The content of the protocol document provides standards for processing Covered CA Quick Sort Transfers. This handbook section provides an overview of the contents of that protocol document. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE COMMINCATIONS 2-31

Covered California Quick Sort Transfers Overview, Continued C-IV security rights The Local Security Administrator (LSA) will add security rights to CSC Eligibility Worker Supervisor Is (EWS Is) and EWs who will be assigned the HCR skill set as follows: Position CSC HCR EW CSC Supervisor Security Right RCC Staff RCC Supervisor Access to other C-IV counties CSC EWS Is and EWs with either of the above RCC security rights will be able to access other C-IV county s data to complete HCR data entry. When a Covered CA Quick Sort Transfer is received through the Interactive Voice Response (IVR), the Call Log Detail pop-up page up will display that county s name. County versus RCC security Users will have different security while logged into C-IV in San Bernardino County versus another C-IV county if the User s San Bernardino County security rights are not the same as the RCC security right. When Users have Home County security rights different from RCC security rights, they will inherit the following security rights when: Logged into San Bernardino County, Another C-IV county, The user will have Both San Bernardino County and RCC security rights. Only RCC security rights. Continued on next page CSCHB #2061 (03/15) CUSTOMER SERVICE COMMINCATIONS 2-32

Covered California Quick Sort Transfers Overview, Continued Quick Sort Transfer process Below is an overview of the Covered CA Quick Sort Transfer process: Stage Description 1 Covered CA: Determines a caller is potentially eligible to Medi-Cal, and Transfers the caller to the CSC. 2 CSC HCR EW follows the actions in the Covered California Quick Sort Transfers Task Action Guide (TAG) located in Chapter 3 of this handbook. 3 Designated staff in district offices will process required follow-up for callers residing in San Bernardino County as follows: If the application is for Modified Adjusted Gross Income (MAGI) Medi-Cal, Non-MAGI Medi-Cal, Follow-up items appear on the MAGI Referral Search page, Subscriber County Review List page, Follow process outlined in The Health Care Programs Handbook (HCPHB), Chapter 5 MAGI. The TAD Office Procedures Handbook (TOPHB), Chapter 3 Intake Support/File Clearance. Future calls and follow-up actions Once the initial call is completed, and the case is handed off to the Subscriber County or Non-C-IV county, the CSC HCR EW is no longer responsible for that case. Any future calls or follow-up actions associated to the case should be referred to the caller s local county office. Local county office information for all counties in California is located in the Local county office block of the Covered California Quick Sort Transfers TAG located in Chapter 3 of this handbook. CSCHB #2061 (03/15) CUSTOMER SERVICE COMMINCATIONS 2-33

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 3 Task Action Guides Table of Contents Overview... 3-1 Add Person... 3-3 Adding a CalFresh Newborn... 3-7 Adding a Deemed Eligible (DE) Newborn CalWORKs..3-10 Adding a Deemed Eligible (DE) Newborn Medi-Cal... 3-12.1 Address Change... 3-13 Appointment Scheduling... 3-20 Benefit Inquiry......3-24 BIC Replacement... 3-26 BIC Basic Troubleshooting... 3-28 CalFresh Recertification Last Working Day of the Month... 3-30 Call Release Customer Service Center Initiated....3-32 Covered California Quick Sort Transfers... 3-33 Customer Handling Protocol... 3-57 Disability Status Change With Verification... 3-61 Disability Status Change Without Verification....3-63 Discontinued CalFresh Express Lane... 3-65 DMV Forms... 3-66.1 Electronic Benefit Transfer (EBT)... 3-67 Electronic Notifications (e-notifications)... 3-71 Employment Start/Stop/Change... 3-76 Express Lane Enrollment... 3-80 Continued on next page CSCHB #2093 (06/16) TABLE OF CONTENTS PAGE 1 OF 3

Table of Contents, Continued Family Stabilization... 3-83 Forms Request... 3-87 Form/Verification Received Status... 3-89 General Information (GI) Calls... 3-92 Hand-Offs to District Office... 3-93 Health Care Programs Application Requests... 3-94 ICT Inquiry... 3-97 Income Changes CalWORKs/CalFresh/Welfare-to-Work... 3-99 Income Changes Health Care Programs... 3-103 Master Assignment Queue (MAQ) Communication... 3-105 Medi-Cal Customer Enters LTC Other Aided Persons... 3-108 Medi-Cal Customer Enters LTC No Other Aided Person... 3-110 MEDS Transactions... 3-113 Non-Authenticated Callers... 3-115 Non-Compliance... 3-118 On-Demand Interpreter Services... 3-122 Outbound Interactive Voice Response (IVR), Opt-In... 3-127 Overpayment/Overissuance Inquiry... 3-128 Pending Application Inquiry... 3-131 Printing for Work@Home Eligibility Workers (EWs)... 3-133 Remove Person CalWORKs/CalFresh... 3-136 Remove Person Medi-Cal... 3-140 Sanction... 3-142 SFIS... 3-144 Tasks... 3-145 Texting Notifications... 3-145.1 Time On Aid Requests... 3-146 Continued on next page CSCHB #2093 (06/16) TABLE OF CONTENTS PAGE 2 OF 3

Table of Contents, Continued Tribal Temporary Assistance for Needy Families (TANF) Inquiry... 3-149 Verbal Re-Evaluation Process Medi-Cal... 3-150 Work Incentive Nutritional Supplement (WINS)... 3-152 CSCHB #2088 (04/16) TABLE OF CONTENTS PAGE 3 OF 3

Overview 3BIntroduction To assist the Customer Service Center (CSC) Eligibility Worker (EW), Task Action Guides (TAGs) have been developed. Each TAG includes procedures to complete actions in accomplishing the one and done philosophy. 3BPurpose In the CSC environment, the goal is to have the CSC EW complete everything required for a case action while the customer is on the phone or during wrap up time. TAGs are a snapshot of policy materials and are to be used as a guide for the flow of the phone call. TAGs do not replace policy. Policy should always be referenced for complete procedures and to ensure correctness. TAG contents All TAGs include the following: The TAG title, Which programs the procedure applies to, An overview of the procedure, A Step/Action table guiding the EW through the procedure, When to release the customer from the phone call, Wrap up actions, and Handbook and User Guide references. 4BContents This chapter contains the following topics: Topic See Page Add Person 3-3 Adding a CalFresh Newborn 3-7 Adding a Deemed Eligible (DE) Newborn CalWORKs 3-10 Adding a Deemed Eligible (DE) Newborn Medi-Cal 3-12.1 Address Change 3-13 Appointments Scheduling 3-20 Benefit Inquiry 3-24 BIC Replacement 3-26 BIC Troubleshooting 3-28 CalFresh Recertification Last Working Day of the Month 3-30 Call Release Customer Service Center Initiated 3-32 Covered California Quick Sort Transfers 3-33 Customer Handling Protocol 3-57 Disability Status Change With Verification 3-61 Disability Status Change Without Verification 3-63 Discontinued CalFresh Express Lane 3-65 Electronic Benefit Transfer (EBT) 3-67 Electronic Notifications (e-notifications) 3-71 Employment Start/Stop/Change 3-76 Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-1

Overview, Continued Contents (continued) Topic See Page Express Lane Enrollment 3-80 Family Stabilization 3-83 Forms Request 3-87 Form/Verification Received Status 3-89 General Information (GI) Calls 3-92 Hand-Offs to District Office 3-93 Health Care Programs Application Requests 3-94 ICT Inquiry 3-97 Income Changes CalWORKs/CalFresh/Welfare-to-Work 3-99 Income Changes Health Care Programs 3-103 Master Assignment Queue (MAQ) Communication 3-105 Medi-Cal Customer Enters LTC Other Aided Persons 3-108 Medi-Cal Customer Enters LTC No other Aided Persons 3-110 MEDS Transactions 3-113 Non-Authenticated Callers 3-115 Non-Compliance 3-118 On-Demand Interpreter Services 3-122 Outbound Interactive Voice Response (IVR), Opt-In 3-127 Overpayment/Overissuance Inquiry 3-128 Pending Application Inquiry 3-131 Printing for Work@Home Eligibility Workers (EWs) 3-133 Remove Person CalWORKs/CalFresh 3-136 Remove Person Medi-Cal 3-140 Sanction 3-142 SFIS 3-144 Tasks 3-145 Texting Notifications 3-145.1 Time On Aid Requests 3-146 Tribal Temporary Assistance for Needy Families (TANF) Inquiry 3-149 Verbal Re-Evaluation Process Medi-Cal 3-150 Work Incentive Nutritional Supplement (WINS) 3-152 CSCHB #2088 (04/16) TASK ACTION GUIDES 3-2

Add Person Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Health Care Programs. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer calls to request an add person to his/her case: Step Action 1 Identify the person to be added to the case. 2 Document the following information in the Journal by using the Add Person Journal Template: Name, Date of Birth (DOB), Social Security Number (SSN), Relationship, Date of change, Place of birth, Income, Property/Resources, and Name of school he/she is attending and school related expenses/grants/loans (if applicable). Note: Journal Templates are mandatory. 3 Take required case actions based on program: Program Actions CalWORKs, Refer to the Appointment Scheduling Task Action Guide (TAG) for further instructions, Set appointment in the Customer Schedule page, Advise customer of any required verification, Send the Appointment Letter (ADM 102 CIV) centrally, and Set a Task for next Re-Evaluation/SAR 7 Eligibility Status Report (RE/SAR 7). Continue to Step 6. Note: If add person is a Deemed Eligible (DE) newborn, see Adding a Deemed Eligible (DE) Newborn TAG. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-3

Add Person, Continued Overview (continued) Step 3 Cont. Action Take required case actions based on program: Program Actions CalFresh adult, Send the following, if applicable: Request for Verification (CW 2200) locally to the customer with a postage paid return envelope for the assigned district office, and School Attendance and Expense Verification (VER 106). Set a Task for the completion of the add person actions for all impacted programs: Task Type: Add/Remove Person. Due Date: 10 calendar days. Long Description: Process Add Person application for (name). Continue to Step 6. CalFresh child, Note: See CalFresh Policy Handbook (CFPHB), Chapter 1 Application, for additional information required to complete the Add Person, and CFPHB, Chapter 3 Student Criteria for additional information on student eligibility criteria. Use the chart below to determine the actions needed when a child is added to a CalFresh case. If verifications... Then... Are not needed to add the child, or See Adding a CalFresh Newborn TAG for additional information. Have been received, Are needed, Request Income Eligibility and Verifications (IEVS), Send CW 2200 locally with a postage paid return envelope for the assigned district office, and Set a Task for the completion of the add person actions for all impacted programs: Task Type: Add/Remove Person. Due Date: 10 calendar days. Long Description: Process Add Person application for (name). IVES requested. Continue to Step 7. Note: See CFPHB, Chapter 1 Application, for additional information required to complete the Add Person. Transitional CalFresh (TCF) Inform the customer to reapply for CalFresh benefits. Continue to Step 7. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-4

Add Person, Continued Overview (continued) Step 3 Cont. Action Take required case actions based on program: Program Medi-Cal, Actions An add person request is considered as a Change Report Re-Evaluation (RE). For more information refer to Health Care Programs Handbook (HCPHB), Chapter 2 Applications, Add Person and Chapter 18 Re-Evaluations. Complete all data collection pages in C-IV for the additional person(s). Verify the following data collection pages: Customer s name on the Individual Demographics Detail page (identity proofing for Primary Applicant), Residency Detail page, and Household Status Detail page. Ensure the Income Detail page is left in pending status when initially requesting a Modified Adjusted Gross Income (MAGI) Determination. Obtain Tax household (HH) information for each member of the Tax HH and complete the C-IV Tax Household Detail page. Determine if the customer is requesting retroactive (RETRO) Medi-Cal or he/she is undocumented, and: If the customer is Requesting RETRO Medi-Cal, Then Obtain the RETRO information over the phone and document in the case Journal. Use the Additional Family Members Requesting Medi-Cal (MC 371) and the Supplement to Statement of Facts for Retroactive Coverage/ Restoration (MC 210 A) forms as guides to collect the information. Note: The MC 371 and MC 210 A does not need to be completed or sent to the customer. The MC 210 A form is only required if information cannot be obtained over the phone, the form is requested following the Not e-verified instructions in Step 5. Undocumented, Send the Statement of Citizenship, Alienage, and Immigration Status (MC 13) to the customer following the Not e-verified instructions in Step 5. Continue to Step 5. Option: Close call per policy. 4 Review MAGI Determination List page and verify information is correct. Request a MAGI Determination, and: If the MAGI Determination is Then Received, Continue to Step 5. Delayed, Set a Task for the completion of the add person actions for all impacted programs: Task Type: Add/Remove Person. Due Date: Three calendar days. Long Description: Verify MAGI Determination and process Add Person application for (name). Continue to Step 7. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-5

Add Person, Continued Overview (continued) Step 5 Review the IAT Summary page, and: If verifications are E-Verified, Action Then Review aid code(s) to verify correct determination was received, and: If codes are Then Correct, Set a Task for the completion of the add person actions for other impacted programs needing verification: Task Type: Add/Remove Person. Due Date: 10 calendar days (for first VER 100 sent; if there is 2 nd and final VER 100, Task will be reset for another 10 days). Long Description: Process Add Person application for (name) by requesting MAGI and <list verification requested on VER 100>. Continue to Step 6. Incorrect, Troubleshoot case to determine cause of error(s). Correct any discrepancies. Request MAGI. Complete Step 5 again. Note: If unable to resolve error(s), submit the appropriate C-IV or California Healthcare Eligibility, Enrollment and Retention System (CalHEERS) trouble ticket and follow district policy for next case actions. Not e-verified, Complete an Ex-Parte Review, and: If verification is Then On file, Continue to Step 6. Not on file, Mail the customer the Request for Information Form (MC 355). Set two Tasks for return of the document: Task one is set for contact with the customer if MC 355 has not been received: Due Date: 15 days. Type: Contact Client. Long Description: Contact customer regarding MC 355. Task two is set for the due date of the MC 355: Due Date: 30 days. Type: RE. Long Description: MC 355 due for MAGI Determination. Continue to Step 7. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-6

Add Person, Continued Overview (continued) Step Action 6 Complete the following if no further verification is needed: Run the Eligibility Determination and Benefit Calculation (EDBC). Enter the appropriate Work Registration(s) (CalWORKs and/or CalFresh programs). 7 Complete wrap-up: Clear any completed Task(s), Clear Medi-Cal Eligibility Data System (MEDS) Alerts, E-mail all impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Appointments, Adding Creating C-IV Tasks Journal Entry, Creating Searching for Tasks CalWORKs Policy Handbook Chapter 1 Applications (CWPHB) Chapter 2 Household Concept Chapter 3 Student Criteria CFPHB Chapter 1 Application Chapter 2 Household Concept Health Care Programs Handbook Chapter 2 Applications (HCPHB) Chapter 4 Household Composition Chapter 18 Re-Evaluations CSCHB #2081 (01/16) TASK ACTION GUIDES 3-6.1

Adding a CalFresh Newborn Programs The procedures in this section apply to the CalFresh program only. Adding a newborn to CalFresh The Customer Service Center (CSC) Eligibility Workers (EW) will complete the following actions when adding a newborn to the CalFresh household: Step Action 1 Obtain the following information from the customer: Name of the child (include the correct spelling), Date of Birth (DOB), Place of birth, Gender, Child s address, and Child s Social Security Number (SSN) or if the SSN is pending. Note: When a child has income, determine if the action is a mid-period change. Option: Close call per policy. 2 Complete File Clearance prior to adding the child into the C-IV system/program to ensure the correct Client Index Number (CIN) is selected. 3 Complete the following C-IV entries: New Person Detail page. Review the Person Search page for matches. Match Medi-Cal Eligibility Data System (MEDS), and Do not add a SSN if the child is known to MEDS with a pseudo number. Add the mailing and primary address. Complete all data collection pages: Individual Demographics, Vital Statistics, Household Status, Relationship, Pregnancy (when child is a newborn), End date record effective the newborn child s DOB, Residency, Purchase and Prepare, and Expenses. Note: All other pertinent C-IV data collection pages requiring an entry must also be completed. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-7

Adding a CalFresh Newborn, Continued Adding a newborn to CalFresh (continued) Step Action 4 Determine the Eligibility Determination Benefit Calculation (EDBC) run: If the verification of SSN or SSN Then... application has... Been provided, Pend the child. Run EDBC. Review all hyperlinks to ensure correct benefits are issued. Go to Step 5. Not been provided, Do not: Pend the child. Run EDBC. Send a Request for Verification (CW 2200) locally with a postage paid return envelope for the assigned district office, Set Task: Task Type: Verif Due, Due Date: 10 calendar days, and Long Description: Child s name SSN verif due. Go to Step 7. Note: The district EW will Pend the child when the add person action is completed. 5 Review and: Send Notices of Action (NOAs) centrally. Update the Work Registration List page. 6 Set a Task for the added child for all impacted programs: Task Type: Add/Remove Person, Due Date: Month prior to first birthday, and Long Description: Child s name - Social Security Number. 7 Complete wrap-up: Clear any completed Task(s), Complete Medi-Cal Eligibility Data System (MEDS) Alerts, E-mail any impacted programs, and Journal all case actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-8

Adding a CalFresh Newborn, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Appointments, Adding Creating C-IV Tasks Journal Entry, Creating Searching for Tasks CalFresh Policy Handbook (CFPHB) Chapter 1 Application Operations & Reference Handbook (ORHB) Chapter L MEDS CSCHB #2076 (10/15) TASK ACTION GUIDES 3-9

Adding a Deemed Eligible (DE) Newborn CalWORKs Programs The procedures in this section apply to California Work Opportunity and Responsibility to Kids (CalWORKs) program. Overview The Customer Service Center (CSC) Eligibility Workers (EW) will complete the following actions when a customer reports the birth of a newborn: Step Action 1 Determine who is being added to the case, and: If adding a Then go to Step Newborn only, 2. Newborn and an adult, 3. 2 Complete the following when the customer is reporting the birth of a newborn only: Send the items below to the customer (no appointment interview is required): Request for Verification (CW 2200), Statement of Facts for Children Under 16 (CW 8A), or the Application for CalFresh, Cash Aid, and/or Medi-Cal/ Health Care Programs (SAWS 2 Plus), Support Questionnaire (CW 2.1 Q), Notice and Agreement for Child, Spousal and Medical Support (CW 2.1 NA), if applicable, and Social Security Enumeration. Set a Task: Task Type: Verif Due. Due Date: 10 days. Long Description: DE baby reported. Complete a Journal entry containing: CW 2200 information, Child s name (including the correct spelling), Child s Date of Birth (DOB), and Gender. Go to Step 4. Option: Close call per policy. Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-10

Adding a Deemed Eligible (DE) Newborn CalWORKs, Continued Overview (continued) Step Action 3 Complete the following when adding a newborn and an adult: Schedule an appointment in the district office on the C-IV Customer Appointment Detail page: Within five calendar days, and Using the following mandatory verbiage in the first sentence of the Appointment Letter Comments: Deemed Eligible newborn appointment to add (baby s name) and (adult s name) to the CalWORKs program. Complete a Journal entry containing the: Adult s name (additional information will be obtained at the appointment), Child s: Name (including the correct spelling), DOB, Gender, and Appointment information. Continue to Step 4. Option: Close call per policy. Exception: The CSC EW will add the DE newborn if the customer reports the: Newborn is experiencing a medical issue, and the Newborn s coverage under the mother s Medi-Cal has either lapsed or is nearing expiration. A newborn is covered under his/her mother s Med-Cal the month of birth and the subsequent month. Example: A baby born 5/23/2013 would be covered 5/23/2013 through 6/30/2013. Note: See the Add Person TAG for additional add person information and actions. 4 Complete wrap-up: Clear any completed Task(s), E-mail any impacted programs, and Journal all case actions. Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-11

Adding a Deemed Eligible (DE) Newborn CalWORKs, Continued References Refer to the following tools for additional adding a DE newborn information and instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Creating C-IV Tasks Journal Entry, Creating Newborn/Deemed Eligible Child Searching for Tasks CalWORKs Policy Handbook Chapter 1 Applications (CWPHB) Chapter 15 Medi-Cal Customer Service Center Chapter 3 Task Action Guides Handbook (CSCHB) Operations and Reference Handbook (ORHB) Chapter J Journals, Tasks, and Reminders Chapter L MEDS CSCHB #2087 (04/16) TASK ACTION GUIDES 3-12

Adding a Deemed Eligible (DE) Newborn Medi-Cal Programs The procedures in this section apply to the Medi-Cal program. Overview The Customer Service Center (CSC) Eligibility Workers (EW) will complete the following actions when a customer reports the birth of a newborn: Step Action 1 Determine if the mother of the newborn is eligible on Express Lane Medi-Cal, and: If Then No, This is a Change Report Re-Evaluation (RE). Go to Step 2. Note: For more information regarding Change Report REs, refer to the Health Care Programs Handbook (HCPHB), Chapter 2 Applications, Add Person, and Chapter 18 Re-Evaluations. Yes, Do not go to Step 2. Continue to the Express Lane Determination Task Action Guide (TAG) and follow instructions in the Adding a DE baby to Express Lane block. 2 Verify the mother of the newborn is: Eligible for and receiving Medi-Cal Modified Adjusted Gross Income (MAGI) or Non-MAGI, and Without a Share of Cost (SOC), or Certified in the Medi-Cal Eligibility Data System (MEDS) as meeting SOC in the month of the newborn s birth. Note: If the mother does not meet the above criteria, complete a Medi-Cal add person. Refer to the Add Person TAG. 3 Document in the C-IV Journal: Name of the newborn child, including the correct spelling, DOB, Place of birth, Gender, and Child s address. Option: Close call per policy. 4 Complete File Clearance prior to adding the newborn/de child into C-IV to ensure the correct Client Index Number (CIN) is selected. Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-12.1

Adding a Deemed Eligible (DE) Newborn Medi-Cal, Continued Overview (continued) Step Action 5 Complete C-IV entries: New Person Detail page. Review the CIN Search page for matches. Match MEDS, and Do not add a Social Security Number (SSN) if the DE child is known to MEDS with a pseudo number. Add the mailing and primary address on the Contact Detail page. Add the Requested Medi-Cal Type. Complete all data collection pages: Individual Demographics, Vital Statistics, Household Status, Relationship, Pregnancy, End date record effective the Newborn/DE child s DOB. Residency. Tax Household Detail page. Note: All other C-IV data collection pages requiring an entry must also be completed depending on the case situation. 6 Clear MEDS Alerts. 7 Request a MAGI Determination, and: If the MAGI Determination is Then Received, Go to Step 8. Delayed, Set a Task for the completion of the add person actions: Task Type: Add Baby. Due Date: Three calendar days. Long Description: Verify MAGI Determination and process DE add person for (name). Go to Step 11. Note: If the case is potentially eligible to Advanced Premium Tax Credit (APTC) or a MAGI Determination has never been requested on the case, select Had a baby as the Life Change Event. Qualifying events allow customers to enroll in a Covered California plan during non-open enrollment periods. 8 Run the Eligibility Determination Benefit Calculation (EDBC). Review all hyperlinks to ensure the correct benefits are issued. Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-12.2

Adding a Deemed Eligible (DE) Newborn Medi-Cal, Continued Overview (continued) Step Action 9 Review and send Notices of Action (NOAs) centrally. 10 Set the following Tasks for all impacted programs: Newborn/DE child: Task Type: Review. Due Date: 1 st of the month prior to the child s first birthday. Example: If the baby was born 04/29/2016 then the Task would be set for 3/1/2017. Long Description: Child s name Review case for SSN. Complete Ex-Parte review and MC 355 Process if applicable. Postpartum mother: Task Type: Review. Due Date: 60 days from child s birth. Long Description: Postpartum ends. Task Type: Verif Due (Medi-Cal only). Due Date: 60 days after child s birth. Long Description: CW 2.1 NA and CW 2.1 Q Child support forms. 11 Complete wrap-up: Clear any completed Task(s), E-mail any impacted programs, and Journal all case actions. References Refer to the following tools for additional adding a DE newborn information and instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Creating C-IV Tasks Journal Entry, Creating Newborn/Deemed Eligible Child Searching for Tasks Customer Service Center Chapter 3 Task Action Guides Handbook (CSCHB) HCPHB Chapter 2 Applications Chapter 18 Re-Evaluations Transitional Assistance Department (TAD) website Medi-Cal RE Desk Guide: TAD website > Health Care Reform > Operations and Reference Handbook (ORHB) Task Force > Medi-Cal RE Desk Guide Chapter J Journals, Tasks, and Reminders Chapter L MEDS CSCHB #2087 (04/16) TASK ACTION GUIDES 3-12.3

Address Change Programs These procedures apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Health Care Programs. Note: Regardless of program knowledge, all Customer Service Center (CSC) Eligibility Workers (EWs) must use the Address Change Journal Template and complete all appropriate sections of this Task Action Guide (TAG). If an EW is not proficient in other program actions, the EW must refer the case to an appropriate EW for completion. Address change actions for Medi-Cal cases The CSC EW will complete the following actions when a Medi-Cal customer calls to report an address change. Note: If an address change is taken for a Medi-Cal/CalFresh (MCFresh) case, also complete the CalFresh portion of this TAG to ensure Expense Detail pages are updated and subsequent case actions are completed. Step Action 1 Verify the customer s address. 2 Update the C-IV Contact Detail page. Option: Close call per policy. 3 Mail the following to the customer: Voter Registration (MC 200) (generated and printed locally from the C-IV Template Repository), and Voter Registration Card (SBDNOES 200). Note: These forms are required and must be mailed to the customer each time a change of address is reported. Refer to the corresponding Forms and Procedures (F&P) Guide and the Operations and Reference Handbook, Chapter C Rights for instructions. Exceptions: The MC 200 is not mailed if the new address is outside of San Bernardino County; this form is only valid for San Bernardino County residents. The SBDNOES 200 is not mailed if the customer moved out of state; this form is only valid for California voters. 4 Determine if the case requires an Inter-District Transfer (IDT) or an Inter-County Transfer (ICT), and: If the case Requires an IDT or ICT, Then Review the case for Do Not IDT/ICT case flags, and: If a Do Not IDT/ICT case flag Then Exists and is still valid, Skip to Step 7. Does not exist or is no longer valid, Continue to Step 5. Does not require an IDT or ICT, Skip to Step 7. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-13

Address Change, Continued Address change actions for Medi-Cal cases (continued) Step Action 5 Determine if there are any other pending case actions, and: If there are Then Pending actions, Skip to Step 7. No pending actions, Continue to Step 6. 6 Complete the REAC Case Assignment Memo (TAD 19 REAC), and: If it is an Then ICT, Request case reassignment to the ICT EW at the assigned district office. E-mail the TAD 19 REAC to the district office REAC Inbox for case reassignment. Example: TAD 24 REAC IDT, Request case reassignment to the appropriate district office based on zip code. E-mail the TAD 19 REAC to the receiving district office IDT Inbox. Example: TAD 24 IDT 7 Set Tasks as needed for all impacted programs: Task Type: Initiate ICT/IDT. Due Date: Next day. Long Description: Details of the address change. Task Type: Verif Due. Due Date: As required by policy handbook. Long Description: Type of verification due. Note: Set the Inter-County Transfer (ICT) Task for ICTs only. Refer to the Operations & Reference Handbook (ORHB), Chapter H IDT/ICT for Inter-District Transfers (IDTs). 8 Complete wrap-up: Clear any completed Task(s), Complete any Medi-Cal Eligibility Determination System (MEDS) Alerts. E-mail other impacted programs, and Journal all case actions (copy/paste the completed Address Change Journal Template). Note: The IDT Out Journal Template will not be used for General Relief (GR) cases. GR workers must create a manual Journal entry in the General Relief Management System (GRMS). Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-14

Address Change, Continued Address change actions for CalWORKs and CalFresh cases The CSC EW will complete the following actions when a CalWORKs or CalFresh customer calls to report an address change. Step Action 1 Verify with the customer the following information applicable to each program: Address. Household composition, including: Are there other members in the household, and Do they purchase and prepare separately or together? Shelter expenses. Utility expenses, including: Heating and cooling. 2 Update the following C-IV pages: Contact Detail, Expense Detail, and Living Arrangement (if applicable). Note: If the customer is homeless, see the Homeless instructions block in this TAG. Option: Close call per policy. 3 Mail the following to the customer: MC 200 (generated and printed locally from C-IV), and SBDNOES 200. Note: These forms are required and must be mailed to the customer each time a change of address is reported. Refer to the corresponding F&P and the ORHB, Chapter C Rights for instructions. Exceptions: The MC 200 is not mailed if the new address is outside of San Bernardino County; this form is only valid for San Bernardino County residents. The SBDNOES 200 is not mailed if the customer moved out of state; this form is only valid for California voters. 4 Mail the customer the appropriate Rights and Responsibilities if the reporting type changes. Refer to the CalWORKs Policy Handbook (CWPHB), Chapter 1 Applications, and CalFresh Policy Handbook (CFPHB), Chapter 1 Application, for required documents. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-15

Address Change, Continued Address change actions for CalWORKs and CalFresh cases (continued) Step Action 5 Complete this step for CalFresh cases only both public and non-assistance cases. Refer to the CFPHB, Chapter 10 Budgeting, to determine how much of the household expense to use in the budget if the household includes an excluded member. Use the chart below when changes have been made to the Expense Detail page: If the Expense Detail pages are... Updated, Not changed, And Benefits will increase, Benefits will decrease, Benefits will remain the same, Then Run the Eligibility Determination and Benefit Calculation (EDBC), Issue supplements if applicable, Review and send the Notice of Action (NOA) centrally, Remind the customer to report the change on his/her next SAR 7 Eligibility Status Report (SAR 7), Notify the customer when his/her next SAR 7/Re-Evaluation (RE) is due, and Go to Step 6. Run EDBC, Review and send the NOA centrally, Remind the customer to report the change on his/her next SAR 7, Notify the customer when his/her next SAR 7/RE is due, and Go to Step 6. Send a No Change NOA (NA CF NCH), and Go to Step 6. Note: Reported changes in shelter cost are considered Verified Upon Receipt (VUR) and must be acted on when received; benefits may either be increased or decreased at any time during the certification period. 6 Determine if the case requires an Inter-District Transfer (IDT) or an Inter-County Transfer (ICT), and: If the case Requires an IDT or ICT, Then Review the case for Do Not IDT/ICT case flags, and: If a Do Not IDT/ICT case flag Then Exists and is still valid, Skip to Step 9. Does not exist or is no longer valid, Continue to Step 7. Does not require an IDT or ICT, Skip to Step 9. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-16

Address Change, Continued Address change actions for CalWORKs and CalFresh cases (continued) Step Action 7 Determine if there are any other pending case actions, and: If there are Then Pending actions, Skip to Step 9. No pending actions, Continue to Step 8. 8 Complete the TAD 19 REAC, and: If it is an Then ICT, Request case reassignment to the ICT EW at the assigned district office. E-mail the TAD 19 REAC to the district office REAC Inbox for case reassignment. Example: TAD 24 REAC IDT, Request case reassignment to the appropriate district office based on zip code. E-mail the TAD 19 REAC to the receiving district office IDT Inbox. Example: TAD 24 IDT 9 Set Tasks as needed for all impacted programs: Task Type: Initiate ICT/IDT. Due Date: Next day. Long Description: Details of the address change. Task Type: Verif Due. Due Date: As required by policy handbook. Long Description: Type of verification due. Note: Set a Task for ICTs only. Refer to the ORHB, Chapter H IDT/ICT for IDTs. 10 Complete wrap-up: Clear any completed Task(s), Complete any MEDS Alerts. E-mail other impacted programs, and Journal all case actions (copy/paste the completed Address Change Journal Template). Note: The IDT Out Journal Template will not be used for General Relief (GR) cases. GR workers must create a manual Journal entry in the General Relief Management System (GRMS). Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-17

Address Change, Continued Homeless instructions The CSC EW will complete the following when the customer reports he/she has become homeless: Step Action 1 Enter the district office address as the customer s address. 2 Remind the customer of: The need to search for permanent housing. His/her reporting responsibilities. CalWORKs: Required to complete a SAR 7. CalFresh only: Considered change reporting the next available month and will not be required to submit a SAR 7. 3 Mail the customer the appropriate Rights and Responsibilities when the reporting type changes. Refer to CWPHB, Chapter 1 Applications and CFPHB, Chapter 1 Application for required documents. 4 Mail the customer a CalFresh Change Report (CF 377.5 CR) for CalFresh cases. 5 Inform the customer of the Homeless Assistance (HA) and Family Stabilization (FS) programs for CalWORKs cases. If the customer is potentially eligible for Then HA, Instruct him/her to apply at the nearest district office. Mail CalWORKs Housing Support and Information Brochure (TAD 411 HSP) to the customer. FS, Refer him/her to the assigned Employment Services Specialist (ESS), and Mail the Good News (TAD WTW FS 9) form to the customer. 6 Close call per policy. 7 Journal customer contact. Note: If the customer is not assigned to a specific ESS, follow the instructions located in the Family Stabilization TAG. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-18

Address Change, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Address, Adding a new Creating C-IV Tasks Journal Entry, Creating CWPHB Chapter 1 Applications Chapter 10 Reporting Chapter 11 Special Needs CFPHB Chapter 1 Application Chapter 9 Reporting Chapter 10 Budgeting Health Care Programs Chapter 3 Verifications Handbook (HCPHB) Chapter 8 Income Chapter 10 Case Management Chapter 18 Re-Evaluation ORHB Chapter A Application/Re-Evaluation Chapter B Caseload Management Chapter C Rights Chapter H ICT/IDT CSCHB #2081 (01/16) TASK ACTION GUIDES 3-19

Appointment Scheduling Programs These procedures apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Appointment scheduling process The Customer Service Center (CSC) Eligibility Worker (EW) will attempt to assist the customer with forms over the phone and/or encourage the customer to use C4Yourself and/or the mail as much as possible for such items as Re-Evaluations (REs) and Semi - Annual Eligibility Status Reports (SAR 7s) in lieu of a face-to-face appointment. If the customer prefers to schedule an appointment, the following process is completed by the CSC EW: Stage Description 1 The CSC EW: Offers all appointment times to the customer before scheduling the appointment for one of the predetermined times in the chart below. Schedules the appointment by adding it to the Customer Schedule in C-IV. Appointment for Duration Times Add Person 60 minutes 9:00 AM, 2:00 PM Add CalFresh to open CalWORKs CalWORKs 60 minutes 8:30 AM, 10:30 AM, 1:00 PM, 3:00 PM Re-Evaluation (RE) Change of Payee Emergency 15 minutes 9:00 AM, 2:00 PM CalFresh Re-Certification (RC) 45 minutes 8:30 AM, 9:15 AM, 10:30 AM, 11:15 AM, 1:00 PM, 1:45 PM, 3:00 PM, 3:45 PM Medi-Cal 60 minutes Customers requesting face-to-face interviews/appointments for Medi-Cal (duration of one hour) will be scheduled as requested by the customer. MC telephone Redetermination (RE) 60 minutes 9:00 AM, 10:00 AM, 11:00 AM, 1:00 PM, 2:00 PM, 3:00 PM Note: The EW must select the appropriate Type in the Customer Schedule Detail page (i.e., when a customer calls to reschedule a phone interview, the EW selects the Type: Telephone Interview). This will allow the district office to prepare for the upcoming appointment. Option: Close call per policy. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-20

Appointment Scheduling, Continued Appointment scheduling process (continued) Stage Description 2 C-IV System: Auto-populates the appointment in the district s Master Assignment Queue (MAQ) program Outlook calendar, Example: TAD 01 Cont CWCF, and Sends an e-mail Meeting Request to the district s MAQ program mailbox. 3 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Scheduling and canceling interpreters When a customer requests an appointment to be scheduled, re-scheduled, and/or cancelled, the CSC EW will e-mail a Personally Identifiable Information (PII) attachment to the assigned Worker ID with the following: Case name, Case number, Language/interpreter need, and Appointment time. The Process Approach to Case Excellence (PACE) EW or Schedule Coordinator will schedule and/or cancel the interpreter for the date and time of the appointment. Office closures Use the chart below to determine when the following offices are closed: District Office Needles (10) Twenty Nine Palms (79) Closed every other week on: B Friday A Friday Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-21

Appointment Scheduling, Continued Appointment scheduling preference Appointments scheduled by the CSC should be made for the next business day allowing both the customer and district office appropriate time to prepare for the appointment. However, based on customer convenience and end of the month deadlines, next day appointments may not be appropriate. See the chart below when scheduling customer appointments: If the appointment is scheduled for the Next business day or other future date, Same day due to customer convenience, or When the appointment is made during the last five working days of the month, Then Update the Customer Schedule in C- IV with an available appointment time on the requested day, or With a time convenient for the customer. Update the Customer Schedule in C- IV with the next available appointment, or With a time convenient for the customer. Note: When an appointment is made with less than 30 minutes to notify the district office, the EW must manually send an e-mail to the Assigned Program Worker with the following information: E-mail subject line: Same Day Appointment Body of the e-mail: Date, Time, and Type of appointment. Appointment rescheduling The CSC EW will complete the following actions when scheduling or rescheduling an appointment: Step Action 1 Determine the customer s availability and choose an appointment time accordingly. 2 Update the Customer Schedule in C-IV for both newly scheduled and rescheduled appointments. This includes: Adding the new appointment. The rescheduled appointment must be entered into C-IV as new appointment in order for the Outlook calendar to update. Updating the Status to Canceled for the previous appointment. C-IV will automatically remove any cancelled appointments from the Outlook calendar when the Customer Schedule has been updated. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-22

Appointment Scheduling, Continued Appointment rescheduling (continued) Step Action 3 Complete wrap-up: Clear any completed Task(s), and Journal all case actions, including: Type of appointment Date and time of new appointment, and Details if the appointment is via telephone or face to face. Note: The EW must ensure the rescheduled appointment Type matches the original appointment Type on the Customer Schedule Detail page (i.e., When a customer calls to reschedule a RE telephone interview, the EW selects Type: Telephone CW/CF RE Interview). This will allow the district office to prepare for the upcoming appointment. References Refer to the following tools for additional information/instructions. Handbook or Tool C-IV User Guide Chapter/Topic or Title Appointments, Adding CSCHB #2076 (10/15) TASK ACTION GUIDES 3-23

Benefit Inquiry Programs These procedures apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer has an inquiry about his/her benefits: Step Action 1 Identify which program benefits are in question. 2 Review the following C-IV Detail pages: Eligibility Determination Benefit Calculation (EDBC) Results, Journal, and Issuance History. Note: For Transitional CalFresh (TCF), the first month issuance occurs by the 10 th of the month. Subsequent months will be issued using CalFresh stagger guidelines based on the last digit of the customer s case number: 1 = 1 st, 2 = 2 nd, 3 = 3 rd, etc. 3 Use the chart below when discussing the benefit inquiry: If benefits are... Then... Received, Inform customer of benefit amount. Not received, Inform customer of reason for non-receipt, Review for possible restoration, Instruct customer to re-apply if appropriate, and Issue benefits if appropriate. On hold (Medi-Cal Managed Care plans), and Customer is in need of urgent medical care, Note: When a case is eligible for restoration, see the Forms Request Task Action Guide (TAG) for further information. Request removal of a 59 Hold: Verify: The Medi-Cal Eligibility Data System (MEDS) reflects all current information, MEDS shows active coverage for the customer, With the customer he/she has not used Medi-Cal Services in the current month, and Complete/submit the Medi-Cal Managed Care Ombudsman form request at: http://dhcs.ca.gov/mcombudsman. Option: Close call per policy. 4 Review the MEDS Alert Search page in C-IV, and Reconcile generated alerts which prevent benefit issuance. (Medi-Cal issues only). 5 Complete wrap-up: Clear any completed Task(s), E-mail other impacted programs, and Journal all case actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-24

Benefit Inquiry, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Issuance Detail Journal Entry, Creating Searching for Tasks CalWORKs Policy Handbook Chapter 13 Benefit Issuance (CWPHB) CalFresh Policy Handbook Chapter 11 Benefit Issuance (CFPHB) Chapter 14 Transitional CalFresh Health Care Programs Handbook Chapter 8 Income (HCPHB) Operations & Reference Chapter K Other Health Coverage Handbook (ORHB) Chapter L MEDS CSCHB #2076 (10/15) TASK ACTION GUIDES 3-25

BIC Replacement Programs These procedures apply to the Medi-Cal program. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer calls to request a new Benefit Identification Card (BIC). Step Action 1 Identify the person(s) requiring a new BIC. 2 Review Medi-Cal eligibility on: The C-IV system, and Medi-Cal Eligibility Data System (MEDS). Note: Only MEDS eligibility is required to be reviewed for customers receiving Supplemental Security Income (SSI). 3 Verify customer s address in C-IV and MEDS. 4 Complete the MEDS Update and Medi-Cal Card Request (TAD 110 P) form. 5 Determine the necessary actions when the BIC card must be picked up and/or mailed to the customer using the chart below: If the BIC card is Mailed, Picked up, Then E-mail the TAD 110 P to the district CSC TAD Inbox for issuance. Example: CSC TAD 01. Include <Mail BIC> in the e-mail subject line. Direct the customer to the local district office, and E-mail the completed TAD 110 P to the district CSC TAD Inbox for issuance. Include <BIC Emergency P/U> in the e-mail subject line. Note: A customer may pick up a paper BIC in the district office if he/she requires benefit access prior to the two week processing and mailing time. Option: Close call per policy. 6 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-26

BIC Replacement, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Journal Entry, Creating Searching for Tasks Health Care Programs Handbook Chapter 1 General (HCPHB) My Easy Desk Source Print Paper Card Request Replacement BIC Operations & Reference Handbook (ORHB) Chapter K Other Health Coverage: Health Care Options Transitional Assistance Department (TAD) Forms Catalog TAD 110 P: Form and the Forms and Procedures (F&P) Guide CSCHB #2076 (10/15) TASK ACTION GUIDES 3-27

BIC Basic Troubleshooting Programs These procedures apply to the Medi-Cal program. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer calls regarding a problem with his/her Benefit Identification Card (BIC): Step Action 1 Verify the customer and the reported BIC problem. 2 Utilize the following table for correcting common problems, and: If The date on the card does not match the Medi-Cal Eligibility Data System (MEDS) BIC issue date, Eligibility is active on C-IV but is not showing on MEDS, MEDS alerts exist, Other Health Coverage (OHC) exists in C-IV or MEDS, and Customer states he/she does not have additional health insurance, The problem is related to the Health Maintenance Organization (HMO) provider (Inland Empire Health Plan [IEHP]/ Molina), The customer is using the BIC when he/she is assigned to IEHP or Molina, Option: Close call per policy. Then Refer to the BIC Replacement Task Action Guide (TAG). Complete the MEDS Update and Medi-Cal Card Request (TAD 110 P), and E-mail the TAD 110 P to the district CSC Inbox to establish eligibility on MEDS. Example: CSC TAD 01. Refer to My Easy Desk Source to correct MEDS alerts. Complete MC 355 Process, Request the OHC termination letter or acceptable verification, and Set Tasks for the return of the MC 355: Task is set for customer contact if MC 355 has not been received: Task Type: Contact Client. Due Date: 15 days. Long Description: Contact customer to follow up on the MC 355, if not received. Task is set for the due date of the MC 355: Task Type: MC 355 Due. Due Date: 30 days. Long Description: The following items were requested: (list items requested on the MC 355). Refer the customer to the appropriate provider: IEHP: 1-800-440-IEHP, or Molina: 1-888-562-5442. Instruct the customer to use his/her provider issued benefit card, and Refer to the specific provider for additional assistance or to reorder a card. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-28

BIC Basic Troubleshooting, Continued Overview (continued) Step Action 3 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Creating C-IV Tasks Journal Entry, Creating Searching for Tasks Health Care Programs Handbook Chapter 1 General (HCPHB) Chapter 18 Re-Evaluation Operations & Reference Chapter B Caseload Management Handbook (ORHB) Chapter K Other Health Coverage Chapter L MEDS My Easy Desk Source FAQs General Transitional Assistance Department (TAD) Forms Catalog TAD 110 P: Form and the Forms and Procedures (F&P) Guide CSCHB #2076 (10/15) TASK ACTION GUIDES 3-29

CalFresh Recertification Last Working Day of the Month Programs The procedures in this section apply to the CalFresh program. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when the customer calls on the last working day of the month to complete a CalFresh Recertification (RC). Step 1 Determine the time of day, and: If it is... Prior to the end of the business day (4:30pm), Action Then... Advise the customer to go to his/her local Transitional Assistance Department (TAD) office to complete the RC interview, and Schedule the customer for a same day appointment. If the customer desires to go outside of the appointment times, he/she will be scheduled as a drop-in appointment. Notify the district of the appointment by e-mailing the applicable district Master Assignment Queue (MAQ). Go to Step 4. After the end of the business day, or Prior to the end of the business day, and The customer cannot appear in a local TAD office that day, Note: Refer to the Appointment Scheduling Task Action Guide (TAG) for instructions on setting a customer appointment. Go to Step 2. 2 Schedule a face-to-face interview for the customer on the next business day, and Complete the Non-Assistance CalFresh End of Month Recertification Initiation Form (TAD CF 575) with the customer. 3 Schedule the customer s appointment in C-IV, E-mail the completed TAD CF 575 to the MAQ/Assigned Worker ID inbox, Insert <Completed TAD CF 575> into the e-mail subject line, and Close call per policy. 4 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Continued on next page CSCHB #2084 (03/16) TASK ACTION GUIDES 3-30

CalFresh Recertification Last Working Day of the Month, Continued References Refer to the following tools for additional information/instructions regarding CalFresh RC: Handbook or Tool C-IV User Guide CalFresh Policy Handbook (CFPHB) Customer Service Center Handbook (CSCHB) TAD Forms Catalog Chapter/Topic or Title Appointments, Adding Chapter 1 Application Chapter 3 Appointment Scheduling TAD CF 575: Form and Forms and Procedures (F&P) Guide CSCHB #2084 (03/16) TASK ACTION GUIDES 3-31

Call Release Customer Service Center Initiated Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will release the call to transfer the customer to the Customer Satisfaction Survey. However, there may be situations when the EW must initiate the call release prior to the conclusion of the call. Call Release reasons The CSC EW will only release the customer s call prior to the conclusion of the call for the following reasons: Customer Ended Call but Failed to Disconnect the Line: The EW can determine the customer had concluded the call but failed to disconnect the line. Customer Failed to Respond to Greeting: The customer failed to acknowledge the EW after multiple greeting attempts. Emergency: Follow the Emergency Guidelines Task Action Guide (TAG). On Hold: The customer placed the CSC EW on hold for an excessive length of time. Note: The EW will Journal any actions completed and the reason the call was released early. References Refer to the following tools for additional information/instructions. Handbook or Tool C-IV User Guide CSC Handbook (CSCHB) Operations & Reference Handbook (ORHB) Chapter/Topic or Title Journal Entry, Creating Chapter 2 Customer Service Center Communications Chapter J Journals, Tasks and Reminders CSCHB #2076 (10/15) TASK ACTION GUIDES 3-32

Covered California Quick Sort Transfers Programs The procedures in this section apply to the Health Care coverage programs. Overview Customer Service Center (CSC) Health Care Reform (HCR) Eligibility Workers (EWs) will assist callers transferred from Covered California (CA) with applying for health benefits. Steps for Hand-off from Covered CA If the call is... Answered by a CSC HCR EW within 30 seconds, The process below happens prior to the Quick Sort Transfer from Covered CA. The Covered CA Agent: Completes the Covered CA Quick Sort, Places the caller on hold, Enters the following into the Interactive Voice Response (IVR) System: Tracker ID, County code, Language code, and Dials the CSC. Then... A Quick Sort Transfer takes place and the Covered CA Agent introduces the caller to the CSC HCR EW. The Covered CA Agent and CSC HCR EW will use the following transfer narrative: Stage Description 1 CSC HCR EW says, Good morning/afternoon/evening, this is (first name). How can I help you? 2 Covered CA Agent will provide the CSC HCR EW with the following information during the transfer: Covered CA Agent s first name. Explain: This is a Quick Sort Transfer Call from Covered CA, and The caller will be transferred to him/her, and Provide the caller s name. 3 CSC HCR EW says, Hello, (Covered CA Agent s name). Yes, I will be glad to help Mr./Ms. (caller s name) with his/her application. 4 Covered CA Agent says, I am transferring the call. Thank you. Goodbye. Not answered within 30 seconds, The Covered CA Agent drops from the call. The Covered CA Agent: Alerts the caller the Medi-Cal group is experiencing a high volume of calls, and Gives the caller the option to either: Stay on the line, or Call at a later time. While on hold waiting for the CSC HCR EW to answer, the caller will be: Asked to provide a call-back number. Given the following information: Wait time for the next available CSC HCR EW. Option to request the: Telephone number of the caller s local county office, or Website address of the self-service portal (www.coveredca.com). The call is transferred when the CSC HCR EW answers the call through the IVR System. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-33

Covered California Quick Sort Transfers, Continued Steps for Hand-off from Covered CA (continued) If the call is... Received after 5:00 pm, Then... Covered CA calls are routed to voicemail regardless of Agent availability. The voicemail will allow the Covered CA Service Center Representative and/or the customer on the line to provide call back information. Counties are required to check the voicemail daily. CSC EWs monitoring the Work@Home Inbox are responsible for checking the voicemail box daily by following the steps below: Step Action 1 Click the voicemail button ( ) on the managed contact center Cisco phone. 2 Enter the voicemail ID following the prompt. 3 Enter the Personal Identification Number (PIN) following the prompt. 4 Locate the HCR Afterhours Voicemail Log on the Work@Home website: TAD website > Work@Home tab > Libraries > All Site Content > W@H website (located at the bottom of the page). 5 Complete the Afterhours Voicemail Log for each message received then delete the message. 6 Return the voicemail messages. Make two attempts to contact the customer, once in the morning, and once in the afternoon, and: If the customer Then Answers the call, Take action as appropriate. Follow the normal CSC processes for authenticating the caller and assisting the customer. Does not answer the 1 st call, Leave a message. Sample script: This message is for <Caller s Name. I am returning your voicemail left on <Date>, please call 1-877-410-8829 for assistance. Does not answer the 2 nd call, Thank you. Leave a message. Sample script: This message is for <Caller s Name. I am returning your voicemail left on <Date>, please visit www.c4yourself.com for additional assistance. Thank you. Note: It may be necessary to request assistance with actions depending on the number of messages received. 7 Journal all call attempts and case actions on the call log. Note: If the IVR is down the Covered CA Agent will provide the customer the County phone number, or advise the customer to call Covered CA back (if the customer does not want to call the county directly or does not want the Covered CA Agent to leave a message). Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-33.1

Covered California Quick Sort Transfers, Continued C-IV screens when call is transferred When the Covered CA call is transferred to the CSC HCR EW, the following C-IV pages appear: New Person Search with the caller s county of residence displayed at the top of the C-IV page. Call Log Detail with the following fields populated: Date/Time (non-editable). Language (editable). Applicant s County of Residence. Editable with appropriate security rights. Will be blank if the County Code from Covered CA is a non-c-iv county. Call Source (non-editable). Worker ID (non-editable). Tracker ID (non-editable). C-IV Call Log CSC HCR EWs will complete the C-IV Call Log page for each Quick Sort Transfer call received. When additional action(s) are required to complete an application, the CSC HCR EW will indicate the Action Needed on the Call Log. See Action Needed options for San Bernardino County and Action Needed options for other C-IV counties blocks in this Task Action Guide (TAG) for descriptions. When creating a Call Log entry the following guidelines will be followed: Source will always be Covered California. Confidential indicator defaults to No. This field will not be used and should never be changed Yes. Add Task functionality will not be used by our county. The Long Description must be completed using the Call Log Long Description Journal Template, located on the Journal Templates website: Journal Templates > Health Care Programs > TAD HCP 126.1. Interpreter services Covered CA is expected to transfer interpreter services with the Covered CA Quick Sort Transfer; however, the CSC HCR EW may need to establish interpreter services using the On-Demand Interpreter Services TAG located in Chapter 3 of this handbook. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-34

Covered California Quick Sort Transfers, Continued Non-C-IV county In certain circumstances, a Covered CA transfer could be received from a caller residing in a non-c-iv county. The Applicant s County of Residence drop-down box on the Call Log Detail page displays only the 39 C-IV counties. When a call is received from a caller residing in a non-c-iv county, the CSC HCR EW completes the following: On the Call Log Detail page: Selects San Bernardino from the Applicant s County of Residence drop-down box, Checks the Non-C-IV County checkbox in the Call Type section, Documents the caller s county of residence to the Call Log Long Description Journal Template, and Completes the Modified Adjusted Gross Income (MAGI)/Non-MAGI Medi-Cal application in the context of San Bernardino County. Note: The MAGI/Non-MAGI Medi-Cal program will be completely processed in San Bernardino County. The County will then complete an Inter-County Transfer (ICT) to the applicant s county of residence Covered CA Transfer intake process When a caller is transferred from Covered CA, the CSC HCR EW will: Enter the caller s information in the appropriate fields on the Call Log Detail page, Complete the Call Log Long Description Journal Template, located on the Journal Templates website: Journal Templates > Health Care Programs > TAD HCP 126.1, and Complete the actions below: Note: The scripts contained in the following table provide suggested language but using the exact verbiage is not required. Step CSC HCR EW Action 1 Greets the caller when the Covered CA Agent is: On the line to announce the caller, Hello Mr./Mrs. (caller s name), my name is (CSC HCR EW s name). Not on the line to announce the caller, My name is (CSC HCR EW s name). May I have your first and last name? 2 Obtains the caller s contact number: I can help you apply for health care coverage. Before we get started, in case our call is disconnected, may I have your phone number? 3 Verifies the caller s: First and Last name, Enter name on the Call Log Detail (capitalizing the first letter of each name), County of Residence and select appropriate county from the drop-down: For callers residing in non-c-iv counties, refer to the Non-C-IV county block of this TAG for selecting the County of Residence, and Continue with the intake process. Language. Enters the Call Log Detail short description of Covered CA Transfer <Caller s Name>. Ensure case number matches the primary applicant. Note: If the caller is associated to a case in C-IV, select the caller s name by clicking the Select button after completing the Case Number field, if needed. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-35

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step CSC HCR EW Action 4 Asks the questions and follow the instructions located in the Minor Consent and dependent applications block of this TAG, and: If this is Then the CSC HCR EW A Minor Consent or dependent application, Updates the Call Log Detail page Action Required to No, and Goes to Step 18. Not a Minor Consent or dependent Continues to Step 5. application, 5 Requests and enters the caller s mailing and physical address in the Call Log Long Description Journal Template. 6 Gives an application overview: I have a few questions that I will need to go over with you. I will be entering this information into our system as we go along so that we can complete this process as quickly as possible. Do you have time to complete this now?, and: Note: If the caller asks about the amount of time to complete the process, inform him/her it may take up to 60 minutes to complete. If the caller Agrees to the intake process time, Is unable to stay on the line for the intake process, Is not interested in proceeding with the intake process, Then the CSC HCR EW Starts the process: Okay, now let s begin. Goes to Step 7. Note: Verify C-IV is in the context of the correct county before creating an application. This can be determined by the title bar at the top of the C-IV window. To change the county context: Select the appropriate county from the County drop-down box on the C-IV Home Page, and Click the Submit button. Provides alternatives: That is okay, Mr./Ms. (caller s name). If you would like more information on healthcare coverage, or to apply, you can visit www.coveredca.com or C4Yourself.com. You can also call us back, we can send you an application to apply by mail, you can apply at a district office, or someone can contact you to schedule an appointment. Selects the appropriate Call Log Detail page Action Needed. Goes to Step 18. Provides alternatives: Okay, Mr./Ms. (caller s name), do you have a pen and paper handy? I will give you the website where you will be able to complete your application online. Once completed, your application will be electronically sent to us to process. Are you ready for the website? The website is www.coveredca.com. Once you decide, you can also call us back to apply. And please call us if you have any questions. Here is the phone number Provides the local county office address and phone number as instructed in the Local county office block of this TAG. Updates the Call Log Detail page with the: Caller s response, and Action Required of No. Goes to Step 18. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-36

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step CSC HCR EW Action 7 Explains required personal information: In order to process your application, I will be gathering information on all household members, including date of birth, Social Security Number, relationship, income and tax information. (The CSC HCR Household Facts Sheet [TAD 523] can be used to record this information for Medi-Cal Eligibility Data System [MEDS] file clearance.) Completes file clearance by checking MEDS and C-IV against identifying information provided by the applicant prior to processing the application. Begin with the primary applicant and repeat the following MEDS searches for each applicant in the household: Step Action 1 Complete Social Security Number (SSN) search via the INQR Screen (F12). 2 Complete Fuzzy Name and Address search (individually) via the INQN Screen (Shift + F10) as follows: Name: Place an X in front of Fuzzy. Enter in the appropriate fields: Last Name, First Name, Date of Birth (DOB), and Gender. Address: Place an X in front Address. Enter the caller s address in the Address field. 3 Look at the INQ1, INQ2, or INQ3 Special Segment Screens for the following Covered CA aid codes: X1, X2, X3, X4, X5, X5, X7, X8, and X9. Note: If any of these nine aid codes exists, search the California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS) for a pending CalHEERS case. Note: If a MEDS discrepancy is found, the CSC HCR EW will: Select the Call Log Detail page Action Needed of MEDS Discrepancy, Document the MEDS discrepancy(ies), and Continue with the application. 8 Takes the following action based on the MEDS searches, and: If a case Exists in CalHEERS, but Has not been linked to a C-IV case, Then the CSC HCR EW States: Mr./Mrs. (caller s name), I ve checked our records, and it appears you have a current/pending healthcare coverage in (name of county) County. Did you have a question about your case? Navigates to the MAGI Referral Search page to find all referrals C-IV has received for the CalHEERS case (Search by MAGI case number). Documents all questions or reported changes the customer has regarding his/her coverage in the Call Log Detail page. Answers questions if appropriate and document answers provided. Informs the caller this information will be given to his/her county and he/she will be contacted if additional information is needed. For callers residing in San Bernardino County, takes action on all reported changes, and completes changes in CalHEERS. For callers residing in other C-IV counties, selects the Call Log Detail page Action Needed of Reported Changes. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-37

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step 8 Step 8 (continued) If a case Does not exist in: CalHEERS, or C-IV, Exists in C-IV, but No Medi-Cal program exists, Exists in C-IV, and A Medi-Cal program exists, CSC HCR EW Action Then the CSC HCR EW Confirms all household members names, birth dates, and Social Security Numbers (SSNs). Creates a new application in C-IV: Following the C-IV User Guide All Programs Case Management New Case, Establishing, and Selecting a Source of the Regional Call Center (RCC) on the New Programs Detail page. Navigates to that case in C-IV. Verifies a Medi-Cal program does not exist. Confirms all household members names, birth dates, and SSNs. Updates information for household members not currently listed. Follows the steps in the C-IV User Guide All Programs Case Management Adding a Program to Merge a Case. Goes to the Pending Assignment List page and assigns the program to the county s Generic Worker ID located in the C-IV county Generic Worker ID block of this TAG. Navigates to that case in C-IV. Verifies the Medi-Cal program Status, and: If the Medi-Cal program is Active, or Pending, Discontinued, or Denied, Then the CSC HCR EW States: Mr./Mrs. (caller s name), I ve checked our records, and it appears you currently have/are currently pending Medi-Cal benefits in (name of county) County. Did you have a question about your case? Documents all questions or reported changes the customer has regarding his/her benefits in the Call Log Detail page. Answers questions, if appropriate, and document answers provided. Informs the caller this information will be given to his/her county and he/she will be contacted if additional information is needed. Selects the Call Log Detail page Action Needed of Reported Changes if additional follow up is needed. Updates the Contact Summary page. Rescinds the Medi-Cal program. Goes to the Pending Assignment List page and assigns the program to the county s Generic Worker ID located in the C-IV county Generic Worker ID block of this TAG. Note: If the caller s county has a County Medical Services Plan (CMSP), select Yes from the CMSP drop-down box on the New/Reapplication Detail page. Refer to the CMSP counties block of this TAG for a list of CMSP counties. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-38

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step CSC HCR EW Action 9 Gives the caller his/her case number. Gathers as much information to the fullest extent that is legally possible during the phone intake process. Completes the following Non Financial pages in C-IV for MAGI data collection: Non Financial Page Action Contact Enter: Address Information for each person on the case. Contact Information for each primary applicant. Establish an IVR Personal Identification Number (PIN) for each primary applicant. Root Questions Complete as appropriate. Individual Complete as appropriate. Demographics Do not answer the DP Indicator question. Household Status/Tax Household Complete as appropriate based on how the household is expecting to file for the next tax year. Include each person as a part of the tax household. Children not living in the home who are tax dependent must have a Living in the Home Status of Temporarily Out of the Home. Relationship Note: If the person is not required to file or is not planning to file taxes, select No when answering Is this person expected to be required to file taxes for the current year. Complete as appropriate, and: If selected Relationship is Unrelated, Spouse, Then select Use Person DOB as Begin Date if the specific date is unknown. The date of marriage as the Begin Date. Citizenship Complete as appropriate. Pregnancy Complete as appropriate. Confirm the number of unborn children expected. Residency Complete as appropriate. Follow county procedure for verifying residency. Customer Options Complete as appropriate. Add the following customer options from the Type drop-down box for the Primary Tax Filer of the household: Maintain Verifications, Verification Consent, and Full Medical Hierarchy, Yes or No. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-39

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step CSC HCR EW Action 10 Completes the following Financial pages in C-IV for MAGI data collection: Financial Page Action Income Complete as appropriate. Select Medi-Cal from the Display Program drop-down box. Expenses Enter expenses on the Expense Detail page. Exception: Self-employment expenses are not entered. Note: Please refer to the Health Care Programs Handbook, (HCPHB), Chapter 8 Income, for complete procedures. Medicare Complete using the information from the MEDS INQB screen. Other Health Care Complete as appropriate. Document Other Health Care coverage in the Call Log Detail page Long Description. 11 Generates the Application for CalFresh, Cash Aid, and/or Medi-Cal/Health Care Programs (SAWS 2 Plus). Reviews the SAWS 2 Plus. Completes the SAWS 2 Plus Supplemental Questions. Clicks the Save button. Note: Journal the customer s response, if he/she agreed to telephonic signature, and if he/she wanted a copy of the SAWS 2 Plus. 12 Follows the steps in C-IV User Guide All Programs Workflow Management Virtual Signature. Obtains the caller s agreement to the Certification terms on prior to continuing with the process. 13 Informs the customer: I am now submitting your application for approval. Goes to the MAGI Determination List page. Submits the MAGI request to the CalHEERS Business Rules Engine (BRE). 14 Offers other assistance: Mr./Mrs. (caller s name), we appreciated your time today. Would you like information on the CalFresh program which helps with buying healthy and nutritious groceries and/or California Work Opportunity and Responsibility to Kids (CalWORKs), our cash assistance program for needy families? If appropriate, Would you be interested in applying for these programs? Documents the caller s response in the Call Log Detail page Long Description. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-40

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step CSC HCR EW Action 14 Step 14 (continued) Completes the following actions if the caller wants to apply for CalFresh and/or CalWORKs, and: The caller lives in San Bernardino County, Another C-IV county, A Non-C-IV county, Then the CSC HCR EW Informs the caller he/she can apply online, in person, or by mail-in application, and Updates the Call Log Detail page Action Required with No if no other actions are required. On the Call Log Detail page: Checks the CalFresh and/or CalWORKs box(es), and Updates the Action Needed with Determine Eligibility. Completes the steps in the CalFresh/CalWORKs for Non-C-IV county callers block of this TAG. Updates the Call Log Detail page Action Required to No. 15 Explains, if a timely response is not received via the Message Center: Mr./Mrs. (caller s name), due to a high volume of applicants today, we have not received a response. Once we know the results of your application you will either receive a notice or we will contact you if additional information is needed. It was a pleasure working with you today. Please call us back if you have any questions. Here is our phone number Provides the appropriate phone number: For callers residing in: San Bernardino County, provide the CSC phone number, or Any other county, provide the local county office phone number as instructed in the Local county office block of this TAG. 16 Accesses the MAGI Referral Detail page via the Message Center link to review the referral received. Notifies customer he/she was approved, date of approval, and documents he/she will receive: Mr./Mrs. (caller s name), we have received your approval. You will be eligible for coverage on (month/day/year). We will be mailing out a confirmation of your approval. You will also be receiving information on health plan enrollment. Completes the actions below based on the CalHEERS determination, and: If eligible to MAGI, Advance Payments of Premium Tax Credit (APTC) eligible, or Unsubsidized, Then the CSC HCR EW States: When you receive the health plan information, please follow the instructions. After reviewing that information, if you have any questions about what the plans offer, please call 1-800-430-4263 for Health Care Options. Assists the customer with: Plan selection, Registering for an account, and Creating a log-in. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-41

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step 16 Step 16 (continued) CSC HCR EW Action If the determination is Then the CSC HCR EW Mixed eligibility, Explains: Based on the information we received, members of your family are eligible for different health care coverage. Discusses both MAGI and APTC health plan information as listed. Pending MAGI/APTC, Notifies the customer: Mr./Mrs. (caller s name), we have received a response on your application. Completes the steps in the Pending verifications block of this TAG. Not eligible for MAGI/APTC, Notifies the customer he/she is ineligible: Mr./Mrs. (caller s name), we have received a response for your initial application. Based on the results, you are ineligible for subsidized coverage through Covered California. You will receive a notice with this information in the mail. Offers alternatives: You may be eligible for other coverage; would you like to provide more information to determine other health care eligibility? You may also purchase coverage, and: If the caller May be potentially eligible to Non-MAGI Medi-Cal, Does not have linkage to Non-MAGI Medi-Cal, 17 Run Eligibility Determination Benefit Calculation (EDBC). Completes the actions below based on the EDBC results, and: If the EDBC result is MAGI eligible, CMSP eligible (aid codes 8F, L1, or 50), Non-MAGI Medi-Cal eligible, Then the CSC HCR EW Completes the steps in the Non-MAGI data collection block of this TAG. Goes to CalHEERS, and Completes the unsubsidized Health Care options. Then the CSC HCR EW Accepts and saves the determination. Note: Notices will be generated from Covered CA and sent to C-IV through nightly batch. Does not accept and save the determination. Updates the Call Log Detail page Action Needed with Determine Eligibility. Accepts and saves the determination. Reviews and sends the Notice of Action (NOA) centrally. Note: If pending verifications exist, EDBC will run MAGI only determination. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-42

Covered California Quick Sort Transfers, Continued Covered CA Transfer intake process (continued) Step CSC HCR EW Action 18 Closes the call: Ensures all questions have been answered: Mr./Ms. (caller s name), that concludes everything we have to do on this call today. Do you have any questions, or is there anything else I can help you with? Please call us if you have any additional questions. Here is our phone number. Provides the appropriate phone number: For callers residing in: San Bernardino County, provide the CSC phone number, or Any other county, provide the local county office phone number as instructed in the Local county office block of this TAG. Verifies the correct Call Log Detail page Action Needed has been selected. Reviews and updates the Call Log Long Description Journal Template with any additional information not previously entered during the intake process. Copies and pastes the Journal Template into the Call Log Detail page Long Description field. Verifies the Medi-Cal pending program(s) are assigned to the appropriate C-IV county Generic Worker ID. Reminder: If a Case Number is listed on the Call Log Detail page, a Journal entry will automatically be created when the Call Log Detail page is saved. Confidential case indicator The Call Log Detail page has a Confidential field. When the Confidential field is marked Yes, the Person Name on the Call Log List will show as (Suppressed) and RCC Supervisor security rights are needed to view the Person Name. This field is not editable after the Call Log Detail page is saved. Only Foster Care (FC) and Adoption Assistance program (AAP) programs are confidential in San Bernardino County. CSC HCR EWs will never use this indicator on the Call Log Detail page. Editing the Call Log Detail page The Call Log Detail page can be edited after it is saved at the conclusion of the Covered CA Quick Sort Transfer, with the following limitations: If the Call Log Detail page is edited Then the following field(s) is/are editable The same day, Case Number, Call Type, Program, Short Description, and Long Description. After the date of original entry, Case Number if originally blank. Note: The original Journal entry will neither update nor will a new Journal entry be created when the Call Log Detail page is edited after the initial save. If a change is made to the Call Log Detail page, the CSC HCR EW must: Append the original Journal entry, or Create a new Journal entry. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-43

Covered California Quick Sort Transfers, Continued Action Needed options for San Bernardino County CSC HCR EWs will use the table below to select the correct Call Log Detail page Action Needed option for callers residing in San Bernardino County: Action Needed Is selected when Appointment The caller requests one of the following MAGI/Non-MAGI Medi-Cal appointments: Face-to-Face, or Telephone. Determine Eligibility BRE determination needs to be requested or reviewed. EDBC determination needs to be requested or reviewed. Pending MAGI determination MAGI determination has been sent to CalHEERS but a response has not been received. Incomplete Data Unable to complete MAGI data collection. Collection Unable to complete Non-MAGI data collection. Pending A verification request has been sent to the caller. Verifications Additional verifications and/or forms may need to be sent to the caller. Send Application This selection will not be used for callers residing in San Bernardino County. MEDS Discrepancy Customer information received and MEDS information do not match. Reported Changes Caller has an open Medi-Cal case in C-IV, or the Caller has a CalHEERS case that has not been linked to a case in C-IV. Action Needed options for other C-IV counties CSC HCR EWs will use the table below to select the correct Call Log Detail page Action Needed option for callers residing in another C-IV county: Action Needed Is selected when Appointment The caller requests one or more of the following appointments: Face-to-Face, Telephone, or Other programs, such as CalWORKs and/or CalFresh. Determine Eligibility BRE determination needs to be requested or reviewed. EDBC determination needs to be requested or reviewed. Potential rescind of application. Pending MAGI determination MAGI determination has been sent to CalHEERS but a response has not been received. Incomplete Data Unable to complete MAGI data collection. Collection Unable to complete Non-MAGI data collection. Pending A verification request has been sent to the caller. Verifications Additional verifications and/or forms may need to be sent to the caller. Send Application The caller requests an application by mail. (Do not select if a mail-in application was sent). MEDS Discrepancy Customer information received and MEDS information do not match. Reported Changes Caller reports changes to an ongoing/pending case. Caller has a CalHEERS case that has not been linked to a case in C-IV. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-44

Covered California Quick Sort Transfers, Continued Potential rescind of application When the CSC HCR EW determines there is a potential rescind of a Medi-Cal program application for callers living in San Bernardino County, the CSC HCR EW will e-mail the case information to the appropriate EW or Master Assignment Queue (MAQ). Pending verifications The CSC HCR EW will complete the steps below for pending verifications for MAGI and Non-MAGI Medi-Cal applications: Step Action 1 Generate the Verification Request List (VER 100). 2 Save and print centrally. 3 Document the list of verifications requested on the Call Log Detail page Long Description. 4 Update the Call Log Detail page Action Needed with Pending Verifications Note: Electronic Verification verified through the Federal Hub will remain Pending in C-IV until a worker sight verifies the information. Non-MAGI data collection The CSC HCR EW will complete the following Non Financial and Financial pages in C-IV in addition to those required for MAGI Medi-Cal when the caller requests or may be potentially eligible to Non-MAGI Medi-Cal: Non Financial Page Action Vital Statistics Compare to the MEDS QE screen. Complete a Vital Statistics Detail page for each United States citizen in the household requesting Non-MAGI Medi-Cal. Other Program Assistance Complete as appropriate. Note: Update the page if there is a child in a mixed household receiving aid on another case to trigger potential eligibility to consumer protection programs (Continuous Eligibility for Children [CEC], Transitional Medi-Cal [TMC], Presumptive Eligibility [PE], etc.) Customer Options Add the Full Medi-Cal Hierarchy from the Type drop-down box for each household member requesting Non-MAGI Medi-Cal. Unemployment Deprivation Deprivation no longer exists. Page is not a required entry. Living Arrangements Complete as appropriate. Medical Condition Complete as appropriate. Select the appropriate Medical Condition Type. Financial Page Action Property List Complete as appropriate. Third Party Liability Complete as appropriate. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-45

Covered California Quick Sort Transfers, Continued CalFresh/ CalWORKs for Non-C-IV county callers When a Non-C-IV county caller requests CalFresh and/or CalWORKs, the CSC HCR EW will complete the steps below: Step Action 1 Go to www.benefitscal.org. 2 Select the caller s county of residence from the Select your county of residence drop-down box. 3 Click the Go button, and: If the caller lives in Then the CSC HCR EW will A CalWin county, Click the get started here hyperlink to the right of Community Based Organization. Select the caller s county from the Select a county drop-down box. Enter the following information: CBO User ID = San Bernardino Call Center CBO User Password = 6666777888 Click the Log In button, and Complete the application. Los Angeles County, Click the Click Here to Apply for Benefits hyperlink. Enter the following information: Username/Customer Id = YBN/CPGE35 Password/PIN = Sanber Click the Sign In button. Complete the caller s application. Caller is unable to complete application When the caller is unable to begin or complete the application process, the CSC HCR EW will: Tell the caller, You can call us back or we can send you an application to apply by mail, and Use the table below to accommodate the caller s request, and: If the caller wants... To call back, and An application has not been started in C-IV, To call back, and An application has been started in C-IV, A mail-in application, Then the CSC HCR EW will... Provide the local county office phone number as instructed in the Local county office block of this TAG. Complete the actions in the Caller wants to call back block of this TAG. Complete the actions in the Caller requests a mail-in application block of this TAG. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-46

Covered California Quick Sort Transfers, Continued Caller wants to call back A caller may request to call back after an application has been started in C-IV. The CSC HCR EW will use the table below when a caller wants to call back to complete the application, and: If the caller lives in San Bernardino County, Another C-IV county, A Non-C-IV county, Then the CSC HCR EW will Provide the CSC phone number: 1-877-410-8829. Update the Call Log Detail page Action Required to No if no other actions are required. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No if no other actions are required. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No. Caller requests a mail-in application If the caller lives in San Bernardino County, A caller may request a mail-in application for any of the following programs: Non-MAGI Medi-Cal, MAGI Medi-Cal, and/or CalWORKs/CalFresh. The CSC HCR EW use the table below when a caller requests a mail-in application, and: And requests an application for Then the CSC HCR EW will Non-MAGI Medi-Cal, Mail the caller a: SAWS 2 PLUS, Request for Information (MC RFI), and Return envelope for the district office based on the caller s zip code. Update the Call Log Detail page Action Required to No if no other actions are required. MAGI Medi-Cal, Mail the caller a: Single Streamline Application (available at CalHEERS), or SAWS 2 PLUS and MC RFI, and Return envelope for the district office based on the caller s zip code. Update the Call Log Detail page Action Required to No if no other actions are required. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-47

Covered California Quick Sort Transfers, Continued Caller requests a mail-in application (continued) If the caller lives in San Bernardino County, Another C-IV county, A Non-C-IV county And requests an application for Then the CSC HCR EW will CalWORKs/CalFresh, Mail the caller a(n): Application for Cash Aid, CalFresh and/or Medi-Cal (SAWS 1), and Return envelope for the district office based on the caller s zip code. Update the Call Log Detail page Action Required to No if no other actions are required. Non-MAGI Medi-Cal, Mail the caller a: SAWS 2 PLUS, and MC RFI. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No if no other actions are required. MAGI Medi-Cal, Mail the caller a: Single Streamline Application (available at CalHEERS), or SAWS 2 PLUS and MC RFI. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No if no other actions are required. CalWORKs/CalFresh, Mail the caller a SAWS 1. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No if no other actions are required. Non-MAGI Medi-Cal, Mail the caller a: SAWS 2 PLUS, and MC RFI. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-48

Covered California Quick Sort Transfers, Continued Caller requests a mail-in application (continued) If the caller lives in A Non-C-IV county And requests an application for Then the CSC HCR EW will MAGI Medi-Cal, Mail the caller a: Single Streamline Application (available at CalHEERS), or SAWS 2 PLUS and MC RFI. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No. CalWORKs/CalFresh, Mail the caller a SAWS 1. Provide the local county office address and/or phone number as instructed in the Local county office block of this TAG. Update the Call Log Detail page Action Required to No. Dropped or disconnected call When a call is dropped or disconnected, the CSC HCR EW makes one attempt to reach the caller using the Call Back Number listed on the Call Log Detail page, and: If... The Call Back Number is: Missing in the Call Log Detail page, or Not a valid number, Then the CSC HCR EW will... Document this in the Call Log Detail page Long Description, and Update the Call Log Detail page as follows: Call Type = Dropped Call/Disconnected. Set the Action Required and Action Needed fields as appropriate based on what step the CSC HCR EW was on when the call dropped. Complete the Call Log Long Description Journal Template: With details regarding the step the CSC HCR EW was on when the call dropped. To document the missing/invalid Call Back Number. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-49

Covered California Quick Sort Transfers, Continued Dropped or disconnected call (continued) If... Voicemail picks up, or The caller cannot be authenticated using: Current county policy, and Information obtained during the call (i.e., address, date of birth, Social Security Number (SSN), The caller answers the phone, Then the CSC HCR EW will... Leave the following message: This message is for (caller s name). Our call was disconnected. If you would like to continue, please call (the local county office phone number as instructed in the Local county office block of this TAG). Update the Call Log Detail page as follows: Call Type = Dropped Call/Disconnected. Sets the Action Required and Action Needed fields as appropriate based on what step the CSC HCR EW was on when the call dropped. Completes the Call Log Long Description Journal Template with the: Step the CSC HCR EW was on when the call dropped. Attempt made to reach the caller and the result, including a message was left or the caller could not be authenticated. Ask for the customer: May I speak with Mr./Ms. (caller s name)? Authenticate the caller using: Current county policy, and Information obtained prior to the call being interrupted (i.e., address, date of birth, SSN). Apologize for the call being disconnected: I am sorry but it appears our call was dropped/lost. Would you like to continue with your application for healthcare coverage?, and: If the caller Does not want to continue, Wants to continue, Then the CSC HCR EW Offers alternatives: That is okay, Mr./Ms. (caller s name). If you would like more information on healthcare coverage, or to complete your application, you can visit www.coveredca.com or C4Yourself.com. You can also call us back, we can send you an application to apply by mail, you can apply at a district office, or someone can contact you to schedule an appointment. Provides the local county office address and phone number as instructed in the Local county office block of this TAG, if requested. Verifies the correct Call Log Detail page Action Needed has been selected. Reviews and updates the Call Log Long Description Journal Template with any additional information not previously entered during the intake process. Copies and pastes the Journal Template into the Call Log Detail page Long Description field. Provides disclaimer: This call may be recorded for Quality Assurance and Training purposes. Documents the caller was informed of the call being recording in the Call Log Long Description Journal Template. Continues with the intake process where the call was dropped. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-50

Covered California Quick Sort Transfers, Continued Minor Consent and dependent applications The CSC HCR EW asks the following screening questions to determine whether the case is deemed a Minor Consent or dependent application: Screening Questions Yes No 1. Are you under 21 years Go to Question 2. Not Minor Consent. of age? Continue with application. 2. Are you married? Not Minor Consent. Go to Question 3. Continue with application. 3. Do you live with your Go to Question 4. Go to Question 5. parents or temporarily away from your parents (i.e. school/college)? 4. Are you applying for This is a Minor Consent Go to Question 5. confidential Minor application. Consent Services for: Read: The type of benefits Family planning, you are requesting require an Pregnancy related care, in-person application at your Mental health, local county office. Do you Drug and/or alcohol need the address? abuse treatment or counseling, If requested, provide the local county office address and Sexually transmitted diseases, or phone number as instructed in the Local county office Sexual assault? block of this TAG. Stop here. 5. Are claimed as dependent for tax The caller will need to apply with his/her parent(s). Continue with application. purposes? The parent(s) can apply: Online at www.coveredca.com, or By phone at 1-800-300-1506. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-51

Covered California Quick Sort Transfers, Continued Local county office The list below has the local county office phone number and address for the following: 39 C-IV counties, 18 CalWIN counties, and Los Angeles County Leader. When callers request the phone number and address for his/her local county office, the CSC HCR EWs will: For callers residing in San Bernardino County provide the: CSC phone number, and District office address based on the caller s zip code. For callers residing in other counties, use the table below: Consortia County Phone Number Address Alpine (530) 694-2235 75-A Diamond Valley Road Markleeville, CA 96120 Amador (209) 223-6550 10877 Conductor Blvd Suite 200 Sutter Creek, CA 95685 Butte (877) 410-8803 78 Table Mountain Blvd Oroville, CA 95965 Calaveras (209) 754-6644 509 E. St. Charles Street San Andreas, CA 95249 Colusa (530) 458-0250 251 E. Webster St. Colusa, CA 95932 Del Norte (707) 464-3191 880 Northcrest Drive, Crescent City, CA 95531 El Dorado (530) 642-7300 3057 Briw Road Placerville, CA 95667 Glenn (530) 934-2361 420 E. Laurel St. Willows, CA 95988 Humboldt (877) 410-8809 929 Koster Street Eureka, CA 95501 Imperial (760) 337-7715 2995 S. 4th St. Suite 105 El Centro, CA 92243 Inyo (760)872-1394 920 North Main Street Bishop, CA 93514 Kern (661) 631-6807 100 E California Ave Bakersfield, CA 93307 Kings (877) 410-8813 1400 W. Lacey Blvd. Bldg. #8 Hanford CA 93230 Lake (707) 995-4200 15975 Anderson Ranch Parkway Lower Lake, CA 95457 Lassen (530) 251-8152 720 Richmond Rd, Susanville, CA 96130 Madera (559) 675-2463 720 E. Yosemite Ave Madera, CA 93638 Marin (415) 473-3400 120 North Redwood Drive San Rafael, CA 94903 C-IV Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-52

Covered California Quick Sort Transfers, Continued Local county office (continued) Consortia County Phone Number Address Mariposa (209) 966-200 5362 Lemee Ln. Mariposa, CA 95338 Mendocino (707) 463-7773 727-747 South State St. Ukiah, CA 95482 Merced (877) 410-8820 2115 West Wardrobe Ave. Merced, CA 95341 Modoc (530) 233-6501 120 North Main St. Alturas, CA 96101 Mono (760) 924-1770 452 Old Mammoth Rd. Mammoth Lakes, CA 93546 Monterey (866) 323-1953 1000 South Main St. Salinas, CA 93901 Napa (707) 253-4511 2261 Elm St. Napa, CA 94559 Nevada (530) 265-1670 950 Maidu Ave. Nevada City, CA 95959 Plumas (530) 283-6351 270 County Hospital Rd. Suite 207 Quincy, CA 95971 Riverside (877) 410-8827 Use the phone number provided to get nearest office location. San Benito (831) 636-4180 1111 San Felipe Rd., Suite 206, Hollister, CA 95023 San Bernardino (877) 410-8829 District office based on the caller s zip code. San Joaquin (209) 468-1000 333 East Washington St. Stockton, CA 95202 Shasta (877) 652-0731 2460 Breslauer Way Redding, CA 96001 Sierra (530) 993-6720 202 Front St. Loyalton, CA 96118 Siskiyou (855) 718-5041 818 South Main St. Yreka, CA 96097 Stanislaus (877) 652-0734 251 East Hackett Rd. Modesto, CA 95358 Sutter (877) 652-0735 539 Garden Hwy. Yuba City, CA 95991 Tehama (530) 528-4194 310 South Main St. Red Bluff, CA 96080 Trinity (800) 851-5658 509 Main St. Weaverville, CA 96093 Tuolumne (209) 533-5711 20075 Cedar Rd. North Sonora, CA 95370 Yuba (530)749-5207 Eng 5730 Packard Ave., Ste. 100 (530)749-5209 Span Marysville, CA 95901 C-IV Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-53

Covered California Quick Sort Transfers, Continued Local county office (continued) Consortia County Phone Number Address Alameda (510) 383-8523 8477 Enterprise Way Oakland, CA 94621 Contra Costa (800) 709-8348 Use the phone number provided to get nearest office location. Fresno (855) 832-8082 Use the phone number provided to get nearest office location. Orange (800) 281-9799 Use the phone number provided to get nearest office location. Placer (888) 385-5160 11542 B Ave. Auburn, CA 95603 Sacramento (916) 874-3100 1725 28th St. Sacramento, 95816 San Diego (866) 262-9881 Use the phone number provided to get nearest office location. San Francisco (415) 558-4700 1440 Harrison St. San Francisco, CA 94120 San Luis Obispo (805) 781-1600 3433 South Higuera St. San Luis Obispo, CA 93403 San Mateo (800) 223-8383 400 Harbor Blvd., Building "B" Belmont, CA 94002 Santa Barbara (866) 404-4007 234 Camino Del Remedio Santa Barbara, CA 93110 Santa Clara (408) 758-3800 1919 Senter Rd. San Jose, CA 95112 Santa Cruz (888) 421-8080 1020 Emeline Ave. Santa Cruz, CA 95060 Solano (707) 784-8050 Use the phone number provided to get nearest office location. Sonoma (877) 699-6868 2550 Paulin Dr. Santa Rosa, CA 95402 Tulare (800) 540-6880 Use the phone number provided to get nearest office location. Ventura (888) 472-4463 855 Partridge Dr. Ventura, CA 93003 Yolo (530) 661-2750 25 North Cottonwood St. Woodland, CA 95695 Leader Los Angeles (877) 597-4777 Use the phone number provided to get nearest office location. CalWIN Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-54

Covered California Quick Sort Transfers, Continued C-IV county Generic Worker ID HCR CSC EWs will use the table below to locate each C-IV county s Generic Worker ID when assigning a Medi-Cal program C-IV: County Name Worker ID County Name Worker ID Alpine 02LS010300 Modoc 25LS02HC00 Amador 03LS01E600 Mono 26LS01GW00 Butte 04LS020600 Monterey 27LS0ERC00 Calaveras 05LS01U400 Napa 28LS0ERC00 Colusa 06LS01XX00 Nevada 29LS01GW00 Del Norte 08LS011600 Plumas 32LS01GW00 El Dorado 09LS01IO00 Riverside 33LS88ET00 Glenn 11LS011500 San Benito 35LS01XX00 Humboldt 12LS01XX00 San Bernardino 36LS33XX00 Imperial 13LS016000 San Joaquin 39LS0J6W00 Inyo 14LS02HC00 Shasta 45LS01AC00 Kern 15LS01RC00 Sierra 46LS020000 Kings 16LS013500 Siskiyou 47LS013400 Lake 17LS013000 Stanislaus 50LS10Z900 Lassen 18LS01MC00 Sutter 51LS021200 Madera 20LS06CC00 Tehama 52LS02HC00 Marin 21LS01CC00 Trinity 53LS010900 Mariposa 22LS012200 Tuolumne 55LS011900 Mendocino 23LS01RC00 Yuba 58LS02GW00 Merced 24LS160700 CMSP counties Below is the list of counties with a CMSP program: Alpine Humboldt Mariposa Shasta Amador Imperial Mendocino Sierra Butte Inyo Modoc Siskiyou Calaveras Kings Mono Sutter Colusa Lake Napa Tehama Del Norte Lassen Nevada Trinity El Dorado Madera Plumas Tuolumne Glenn Marin San Benito Yuba Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-55

Covered California Quick Sort Transfers, Continued References Refer to the following tools for additional information/instructions: Handbook or Tool Chapter/Topic or Title C-IV User Guide Adding a Program to Merge a Case Additional Person Not Known to C-IV Additional Person, Known to C-IV Assigning a Worker to a Program Client Index Number (CIN), Assigning New Case, Establishing Rescind Virtual Signature HCPHB Chapter 3 Verifications Chapter 5 MAGI Chapter 7 Covered CA Transitional Assistance Department (TAD) Forms CSC HCR Household Facts Sheet (TAD 523), Forms and Procedures Guide (F&P) Catalog CSCHB #2076 (10/15) TASK ACTION GUIDES 3-56

Customer Handling Protocol Overview The Customer Handling Protocol describes the communication skills and actions that must be taken by Customer Service Center (CSC) Eligibility Workers (EWs) to provide a positive and productive customer service experience. Verbal communication skills Verbal communication skills are critical to the CSC EW and include: Speaking clearly and carefully. Not using acronyms, jargon, or slang words. Not slurring words or dropping syllables. Speaking at a moderate rate, tone, and volume. Adjusting pace, volume, and level of urgency as needed. Sounding willing to help, being positive, and empathetic. Avoiding wordiness. Active listening skills To understand customer needs and concerns the CSC EW must use active listening skills, which include: Listening without interrupting. Confirming understanding (paraphrasing what you heard). Asking clarifying questions. Redirecting when the customer gets side-tracked. Asking the customer to slow down or repeat information, if necessary, in order to understand and capture all issues. Rapport building skills Building rapport helps the CSC EW to obtain needed information and satisfies the customer s need to be addressed at a human level. Rapport is built by: Giving the customer your name as part of opening the call. Using the customer s title and last name. Using positive language and can statements. Saying please and thank you when requesting information. Explaining why information is needed or what action must be taken. Showing interest in the customer s problem. Empathizing by saying I see or I understand as a way of acknowledging customer s feelings and point of view. C-IV, Content 7.1, and resource navigation skills CSC EWs must be able to efficiently navigate C-IV and the Content 7.1 system to locate key pages, items of information, documents sent and received, while interacting with the customer. It is also necessary to be familiar with accessing online Task Action Guides (TAGs), program handbooks, the Transitional Assistance Department (TAD) Forms Catalog, C-IV User Guides, and other resources in order to resolve a caller s issue. Continued on next page CSCHB #2082 (04/16) TASK ACTION GUIDES 3-57

Customer Handling Protocol, Continued Parts of a contact Every contact has four major components to be handled by the CSC EW: Opening greeting and confirmation of caller information; this initial contact sets the tone for the contact. Body questions or issues are identified, research conducted and resolutions determined (includes preliminary C-IV data entry). Closing summarizes for customer how questions/issues are being addressed, actions needed, due dates, and standard message about Interactive Voice Response (IVR)/Visual IVR (VIVR) and C4Yourself. Wrap-up case actions completed to the fullest extent possible based on the TAGs and program requirements (which may result in a referral for follow-up action). Opening the contact The CSC EW opens the customer contact taking the actions list below: Step Action Sample Language 1 Provides a greeting and introduction. Good morning, this is Mrs. Jetson at the Transitional Assistance Customer Service Center, with whom am I speaking? 2 Confirms customer information. If IVR/VIVR system Authenticates customer, Does not authenticate customer, Then the EW Confirms name. Confirms phone number by: Verifying the phone number on the C-IV Soft Phone display matches the phone number entered in C-IV, or Requesting the customer to confirm his/her phone number. Updates C-IV Contact Detail page, if necessary. Follows the Non-Authenticated Callers Task Action Guide (TAG). Follows steps in the block above if caller is authenticated, or Explains due to confidentiality, confirmation or discussion of any case is prohibited. Advise caller they may call back, or go to his/her district office for further assistance. Offer to answer any general questions that are not case specific. Note: If an Identity Theft Case Flag exists, further authentication steps are required. Refer to Customer Service Center Handbook (CSCHB), Chapter 2 Customer Service Center Communications and the Operations & Reference Handbook (ORHB), Chapter J Journals, Tasks and Reminders for Identity Theft Case Flag procedures. I see you re calling from the phone number we currently have on file. Or May I confirm your phone number to ensure we have your most recent contact information? I m sorry; I am unable to assist you without proper identification. You can find your case number on any correspondence from your worker. With that you can call back, request a Personal Identification Number (PIN) through the IVR system or use the C4Yourself online application to obtain case information. However, I can answer any general questions you may have. 3 Focuses the customer and sets the tone. How can I help you today? Continued on next page CSCHB #2075 (11/15) TASK ACTION GUIDES 3-58

Customer Handling Protocol, Continued Handling the body of the contact The CSC EW handles the body of the customer contact taking the actions list below: Step Action Sample Language 1 Manages irate customer contacts using: I understand why you are upset; let me Active listening, help you with that problem. Voice modulation, and I m sorry for any confusion; I can Empathy skills. explain what is needed. 2 Controls the contact: I can assist you but I need to ask you a Confirms understanding of the few questions. customer s question or issue. Can you please talk a little slower so I Asks questions for clarification or to obtain more detailed information. can be sure I understand what you need? Responds to each question/issue presented by the customer. Excuse me for interrupting, in order to better assist you, let s talk about your questions one at a time. 3 Uses proper holding technique by: May I put you on hold while I research Asking permission to put the your case? It should only take a customer on hold, Letting the customer know: The reason, and How long he/she will be on hold, and Thanking the customer when re-establishing contact. 4 Uses proper transfer technique by: Asking permission to transfer, Letting the customer know the: The reason, The name of the person to whom they are being transferred, or If he/she will be in a queue (on hold) when transferred, and Thanking the customer. 5 Avoids long pauses by explaining what he/she is doing (data entry, generating a form, looking up a policy, etc.), or by putting the customer on hold. 6 Provides accurate information by utilizing all available resources. 7 Provides an explanation when receipt of a specific document cannot be confirmed. minute or two. Do you mind holding while I talk to my supervisor about your case? It should not take longer than five minutes. Thank you for holding. May I transfer you to another worker who can assist you with your Medi-Cal problem? You will be on hold until a worker is available, in approximately eight minutes. Thank you for your patience. I m mailing you forms that need to be completed and returned within 10 days. I m updating your case before we move on to your next question. I can verify that information for you. That s a good question; I can look it up in your case record. You turned in your paystubs yesterday? The office has 10 days to process your income information. If you do not get a letter or hear from us by that time, please call again. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-59

Customer Handling Protocol, Continued Closing the contact Call closing will be dynamic to the call and tailored to the needs of the customer. The CSC EW closes the customer contact by taking the actions listed below: Step Action 1 Informs the customer about actions taken by the EW to address his/her concerns. 2 Reminds the customer of potential impacting issues: Scheduled appointments. Pending items, such as, reports or verifications due. Ensuring he/she writes his/her case number on any items returned to a district office. Curing penalties/non-compliance. 3 Offers additional assistance: Is there anything else I can help you with? or Have I answered all of your questions today? 4 Offers IVR Voice Log In set up assistance if the customer did not authenticate using his/her voice. 5 Thanks the customer for calling. 6 Releases the call to either: Transfer the call to the Voice Log In set up, or Connect the customer to the Customer Satisfaction Survey. Wraps-up the contact The CSC EW wraps-up the contact by completing case actions to the fullest extent possible after the customer is off the phone, and before picking up another contact. Wrap-up includes, but is not limited to: C-IV data entry. Scheduling appointments. Generating forms and letters. Setting a Task for follow-up. E-mailing other impacted program workers or the district Contact Center Inbox. Journaling. Note: See TAGs for instructions and wrap-up procedures. References Refer to the following tools for additional information/instructions: Handbook or Tool CSCHB ORHB Chapter/Topic or Title Chapter 2 Customer Service Center Communications Chapter J Journals, Tasks and Reminders CSCHB #2083 (01/16) TASK ACTION GUIDES 3-60

Disability Status Change With Verification Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer reports a change in his/her disability status: Step Action 1 Identify the person with the disability status change. 2 Review case images for disability verification within C-IV, and: If the case Then Has a Medi-Cal Companion case, Begin the Change Report RE process. Note: Changes in income are a Change Report Re-Evaluation (RE) for Medi-Cal. Continue to Step 3. Is a CalWORKs and/or CalFresh only case, Continue to Step 4. 3 Review the Inter-Agency Transaction (IAT) Summary page. Review the Determination Change, including MAGI Person Detail page for each individual listed. Enter the information reported in the C-IV data collection pages. Update the Status of the Determination Change to Reviewed. Review the Modified Adjusted Gross Income (MAGI) eligibility status, and: If the results are Then Eligible, Process the Change Report RE. Run the Eligibility Determination and Benefit Calculation (EDBC) with RE run reason. End-date the MAGI Determination Change case flag. Pending Eligible, Complete an ExParte review for all unverified information. Send the MAGI Medi-Cal Renewal Form (MC 216) for all information that is not e-verified and could not be found in the Ex-Parte review. Request MAGI, once information is received and C-IV detail pages have been updated. Ineligible, Send the MC 216 to allow the customer to clarify income and other eligibility factors. Review for eligibility to other health care programs, includes Non-MAGI Medi-Cal and Covered CA. Conditionally Process the Reported Change RE. Eligible, Run EDBC with RE run reason. Request needed verification using the MC 355 Process. End-date the MAGI Determination Change case flag. Continue to Step 6. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-61

Disability Status Change With Verification, Continued Overview (continued) Step Action 4 Update C-IV Detail pages including, as applicable: Medical Condition Detail, Income Detail, Other Program Assistance Detail, Medicare Detail, and Other Health Care Detail. 5 Run EDBC. Note: Review all hyperlinks to ensure the correct benefits are issued. Option: Close call per policy. 6 Review and send Notice of Action (NOA) centrally. 7 Complete wrap-up: Clear any completed Task(s), Clear any Medi-Cal Eligibility Data System (MEDS) Alerts, E-mail other impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guides Creating C-IV Tasks Income Record, Adding a New Journal Entry, Creating Medical Condition, Adding Medicare Part B Expense, Adding a Other Health Coverage (OHC), Adding Other Program Assistance Searching for Tasks CalWORKs Policy Handbook (CWPHB) Chapter 2 Deprivation, Incapacity Deprivation Chapter 12 Budgeting, Voluntary Midperiod/year Changes CalFresh Policy Handbook Chapter 9 Reporting, Mid-period reports (CFPHB) Health Care Programs Chapter 11 Disability Handbook (HCPHB) Chapter 18 Re-Evaluations CSCHB #2076 (10/15) TASK ACTION GUIDES 3-62

Disability Status Change Without Verification Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer reports a change in his/her disability status: Step Action 1 Identify the person with the disability status change. 2 Determine if the customer is receiving and/or applied for any type of disability benefit: State Disability Insurance (SDI), Disability Insurance Benefit (DIB), Social Security Income/State Supplementary Payment (SSI/SSP), etc. 3 Request a Modified Adjusted Gross Income (MAGI) determination. Check the Medi-Cal Eligibility Data System (MEDS), and: If the benefit type and amount can Then Be verified, Stop here, and Go to Disability Status Change With Verification Task Action Guide (TAG) for instructions. Not be verified, Continue to Step 4. Note: Changes in income are a Change Report Re-Evaluation (RE) for Medi-Cal. 4 Complete the Medical Condition Detail page, and Select Pending in the Verified field drop down box. 5 Follow the chart below to determine the correct forms and action required, and: If the customer is receiving CalWORKs/ CalFresh, Then generate the following forms in C-IV via Document Control Medical Report (CW 61). Request for Verification (CW 2200). Request for income verification or benefit award letter, and Refer customer to apply for unconditionally available income. Note: A CW 61 is needed for a Medi-Cal incapacity determination only and is not required for a Disability Determination Service Division (DDSD) determination. Medi-Cal, Medical Report (MC 61). Disability Determination Service Division (DDSD) packet (if applicable). The packet includes: Applicant s Supplemental Statement of Facts for Medi-Cal (MC 223) for adults, or the MC 223 C for children under 18 years of age, and Authorization for Release of Information (MC 220). Medi-Cal Request for Information (MC 355), include: Option: Close call per policy. Request for income verification or benefit award letter, and Refer customer to apply for unconditionally available income (if applicable). Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-63

Disability Status Change Without Verification, Continued Overview (continued) Step Action 6 Mail applicable forms and request for verification documents. Enclose appropriate district office postage paid return envelope. 7 Set a Task for all impacted programs: Task Type: Verif Due. Due Date: 20 calendar days. Long description: Enter details of the change and verification requested, if applicable. 8 Complete wrap-up: Clear any completed Task(s), Complete any MEDS Alerts, E-mail other impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guides Creating C-IV Tasks Journal Entry, Creating Medical Condition, Adding Searching for Tasks CalWORKs Policy Handbook (CWPHB) Chapter 2 Deprivation, Incapacity Deprivation Chapter 12 Budgeting, Voluntary Mid-period/year Changes CalFresh Policy Handbook Chapter 9 Reporting, Mid-period reports (CFPHB) Health Care Programs Chapter 11 Disability Handbook (HCPHB) Chapter 18 Re-Evaluations CSCHB #2076 (10/15) TASK ACTION GUIDES 3-64

Discontinued CalFresh Express Lane Programs The procedures in this section apply to the following programs: CalFresh, and Medi-Cal. Overview Existing Express Lane customers who are discontinued from CalFresh are no longer Express Lane eligible and must be evaluated for ongoing Medi-Cal. Customer Service Center (CSC) Eligibility Workers (EWs) will complete the following when a discontinued CalFresh customer calls to inquire on a CalFresh case: Step Action 1 Research Medi-Cal Eligibility Determination System (MEDS) and determine if the customer is active in Express Lane, and: If Then Yes, Continue to Step 2. No, No further action necessary. 2 Inform the customer he/she: Remains eligible to Medi-Cal pending a final evaluation, and Will be notified if additional information is needed and/or when a determination is made. 3 Complete the Tax Household Detail page in C-IV while the customer is on the phone. Option: Close call per policy. 4 Complete wrap-up: Clear any completed Task(s), Complete any MEDS Alerts, E-mail other impacted programs, and Journal all case actions. Express Lane Express Lane customers who are within 60 days of the annual Re-Evaluation (RE) will have a 9504 MEDS alert. These alerts will be reconciled following existing procedures for the 9504 alert. A Burman hold will be placed on the customer s Express Lane eligibility record if a redetermination is not made prior to the 12 th month of Express Lane eligibility. Alerts will continue to generate until a determination is made. Note: If a Burman alert was generated for an Express Lane customer, check case and obtain any missing information and refer to the district for processing. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-65

Discontinued CalFresh Express Lane, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Issuance Detail Journal Entry, Creating Searching for Tasks California Work Opportunity and Chapter 13 Benefit Issuance Responsibility to Kids (CalWORKs) Policy Handbook (CWPHB) CalFresh Policy Handbook Chapter 11 Benefit Issuance (CFPHB) Chapter 14 Transitional CalFresh Health Care Programs Handbook (HCPHB) Chapter 15 Special Programs, Section C, Express Lane CSCHB #2076 (10/15) TASK ACTION GUIDES 3-66

DMV Forms Programs The procedures in this section apply to all Transitional Assistance Department (TAD) programs. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer requests a Department of Motor Vehicles (DMV) form for Reduced Fee/No Fee California (CA) Identification (ID) Cards: Step Action 1 Identify the form the customer is requesting. They include the: DL 937 Reduced Fee Identification Card Eligibility Verification, and DL 933 No Fee Identification Card Eligibility Verification. 2 Verify and update the customer s address, if necessary. Note: If the customer has no other requests, remind him/her of any document due dates. 3 Follow the chart below regarding form requests, and: If the customer requests the form be... Then go to Step... Picked up, 4. Mailed, 5. 4 Schedule the customer a same day appointment per Appointment Scheduling Task Action Guide (TAG) selecting one of the Emergency appointment times. Insert <DMV form DL 937 or DL 933 customer pick-up> in the comments section. Direct the customer to his/her local office for pick-up at the scheduled appointment time. Go to Step 6. Option: Close call per policy. 5 Explain to the customer the form will be mailed from his/her local district office, and: Complete the TAD PS 03 form including the Issuance Method of Mail, and E-mail the TAD PS 03 form to the district s MAQ. Insert <DMV form DL 937 or DL 933 to be mailed> into the e-mail subject line. Go to Step 6. Option: Close call per policy. 6 Complete wrap-up: Clear any completed Task(s), E-mail all impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions: Handbook or Tool Operations and Reference Handbook (ORHB) Chapter/Topic or Title Chapter 3 Rights CSCHB #2093 (06/16) TASK ACTION GUIDES 3-66.1

Electronic Benefit Transfer (EBT) Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), and CalFresh. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer calls to: Report a problem with his/her EBT card, Request: A new Electronic Benefit Transaction (EBT) card, or EBT transaction history. Step Action 1 Verify if the customer is: Reporting a problem with his/her EBT card, Requesting: A new EBT card, or EBT transaction history. 2 Verify the customer s address in C-IV. 3 Ensure the Access Type in C-IV is correct for all eligible programs. 4 Use the information in the chart below to assist the customer with his/her request if Step 2 and Step 3 do not resolve the problem: If the customer is Reporting a problem with his/her EBT card, Requesting his/her EBT transaction history, Go to Step 5. Requesting a new EBT card, Go to Step 6. Then Refer to C-IV User Guide(s) to resolve issue; see References block. 5 Notify customer he/she may obtain his/her EBT transaction history by: Calling the EBT Customer Service line: (877) 328-9677, Visiting the EBT website: www.ebt.ca.gov, or Requesting a C-IV printout from Transitional Assistance Department (TAD). Complete the following steps if the customer requests a C-IV printout: Step Action 1 Obtain the length and type of history (Cash and/or CalFresh) needed. 2 Access the Eligibility Case Summary page. Click the: EBT Account List on the Task Bar, Account Number hyperlink, then EBT Card Transaction Search on the Task Bar. Select Cash or CalFresh from the Search By drop down menu. Change the From date to the desired transaction history range start date. Click View. 3 Print and mail the EBT Card Transaction Search page(s). 4 Go to Step 7. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-67

Electronic Benefit Transfer (EBT), Continued Overview (continued) Step Action 6 Determine if the customer can/cannot pick up his/her EBT card in the district office, and: If the EBT card is to be Then Mailed, Access the EBT Account Detail page. Reissue the EBT card by: Clicking the Reissue button, and Selecting Mail in the Delivery Method drop down box. Click Save. Continue to Step 7. Picked up, Access the EBT Account Detail page. Reissue the EBT card by: Clicking the Reissue button, and Selecting Pickup in the Delivery Method drop down box. Click Save. Complete the EBT Card Issuance (EBT 6) form: Type the EW s <name> and Customer Service Center in the EW Signature field. E-mail the EBT 6 to the district office Issuance Inbox. Example: TAD 01 Issuance. Include <EBT 6> in the e-mail subject line. Direct the customer to go to his/her local office, Continue to Step 7. Note: See the EBT 6 hand-off process block in this section for additional information. Note: The CalFresh intake worker will handle the issuance of the original EBT card at approval. CSC EWs will not issue EBT card due to new eligibility. Option: Close call per policy. 7 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. EBT 6 handoff process The following process occurs when the CSC EW hands-off issuance of an EBT card to the district office: Stage Description 1 The CSC EW will: E-mail the completed EBT 6 to the district office Issuance Inbox. Example: TAD 01 Issuance. Include EBT 6 in the e-mail subject line. 2 The designated Office Assistant (OA) will: Review the inbox contents per district policy to ensure correspondence is routed timely, Print the EBT 6, and Forward the EBT 6 to the Authorized Issuance Office Assistant (AIOA) for processing. Note: No additional EW signature is needed once the EBT 6 is printed. 3 The customer will arrive at the district office and pick-up his/her EBT card. EBT cards are issued on a flow basis based on customer s request. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-68

Electronic Benefit Transfer (EBT), Continued Cross-county printing of EBT card Counties have the ability to print an EBT card in another county through cross-county printing. EBT cards are printed to another county s printer in the following situations: Former customer: Resides in another county, Is owed benefits due to an available balance on his/her account or a hearing award, and No longer has possession of his/her EBT card. Current customer: Is visiting in another county or the electronic Inter-County Transfer (e-ict) has not been picked up by the receiving county, and His/her EBT card is lost or has been stolen. When the Eligibility Worker (EW) is contacted by a customer or another county requesting a replacement EBT card, the EW will complete the following steps to request the cross-county printing of an EBT card to another county s printer: Step Action 1 Determine who is calling to request a replacement EBT card, and: If the caller is Then The customer, Ask the customer to provide: The name of the city/county in which he/she is currently residing or visiting, A current telephone number where he/she can be contacted, and Specific county office information where the card is to be printed (if readily available): Address (i.e., cities may have multiple office locations; ask the customer the office address and obtain any information available), Office contact person and phone number, and Printer number. Inform the customer he/she will be: Contacted by the other county, and Told when and where to pick up the EBT replacement card. Another county Ask the contacting county to provide: calling on behalf of The name and case number of the customer, a customer, The city/county in which the customer is currently residing or visiting, A county contact name and telephone number, and Specific county office information where the card is to be printed: Exact address, and Printer number. Inform the contacting county the request will be sent to the Authorized Issuance Office Assistant (AIOA) to coordinate the cross-county printing. Continued on next page CSCHB #2081 (01/16) TASK ACTION GUIDES 3-69

Electronic Benefit Transfer (EBT), Continued Cross-county printing of EBT card (continued) Step Action 2 Complete the EBT Card Issuance (EBT 6): Section 1: Case Information, and Section 4: Issuance Action: Select: Cross-County Printing Request, and Issue HH/AU EBT card from County. Enter the appropriate County name on the line provided. Example: Issue HH/AA EBT card from Los Angeles County. Enter the county office address, printer number, contact worker name, and county contact phone number (if known). Type the: EW s <name> and Customer Service Center in the EW Signature field, Worker s ID Number, and Date. 3 E-mail the EBT 6: To the district office Issuance Inbox (last office carrying the case). Example: TAD 01 Issuance Inbox. Use <Cross-County Printing> in the e-mail subject line. 4 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Note: The AIOA will coordinate the cross-county printing with the other county; however, EWs must obtain as much information as possible while the customer/county is on the phone to ensure timely resolution of the request and provide the best possible service. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Creating C-IV Tasks EBT Account Set-Up and Card Assignment EBT Clarifications Journal Entry, Creating Searching for Tasks EBT Card Cross-County Printing CalWORKs Policy Handbook (CWPHB) Chapter 13 Benefit Issuance CalFresh Policy Handbook (CFPHB) Chapter 11 Benefit Issuance Transitional Assistance Department (TAD) Forms Catalog EBT 6, form and Forms and Procedures Guide (F&P) TAD Office Procedures Handbook (TOPHB) Chapter 9 Electronic Benefit Transfer (EBT) CSCHB #2081 (01/16) TASK ACTION GUIDES 3-70

Electronic Notifications (e-notifications) Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview C4Yourself allows customers to Opt-In to Electronic Notifications (e-notifications) and have the ability to view documents in his/her personal C4Yourself account. An e-mail will be sent to the customer when a new document has been posted to his/her C4Yourself account. Customers will receive all notices electronically with the exception of State Hearing Notices. State Hearing Notices must be sent via postal mail. Customer Service Center (CSC) Eligibility Workers (EWs) will complete the following process if a customer calls and requests to Opt-In to e-notifications. Step Action 1 Determine the customer s active programs, and: If the customer has a... CalWORKs and/or CalFresh case, Then the worker will... Print and mail the Electronic Notifications Agreement (NA 1273) from the C-IV Template Repository. Instruct the customer to: Sign the form in ink and return to the district office, Create a C4Yourself account, and Link the C4Yourself account to his/her C-IV case. Notify the customer once the form is processed, he/she will receive an e-mail to verify his/her account to complete the e-notifications opt-in process. Inform the customer the e-mail may be routed to his/her junk e-mail inbox. Continue to Step 4. Medi-Cal case, Print and mail the NA 1273 from the C-IV Template Repository. Instruct customer to: Sign the form: In ink and return to the district office, or Via Telephonic Signature. Create a C4Yourself account. Link the C4Yourself account to his/her C-IV case. Continue to Step 2. Note: Refer to the Operations and Reference Handbook (ORHB), Chapter T e-tools, e-notifications for account linking instructions. Option: Close call per policy. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-71

Electronic Notifications (e-notifications), Continued Overview (continued) Step Action 2 Determine the next step by following the table below: If The customer chose to return the NA 1273 to the district office, A Telephonic Signature was completed, and The customer has linked his/her C4Yourself account to C-IV, A Telephonic Signature was completed, but The customer does not have a C4Yourself account linked to C-IV, Then Notify the customer once the NA 1273 is processed, he/she will receive an e-mail to verify his/her account to complete the e-notifications opt-in process. Inform the customer the e-mail may be routed to his/her junk e-mail inbox. Continue to Step 4. Continue to Step 3. Advise the customer to create a C4Yourself account and link it to his/her C-IV case. Continue to Step 3. 3 Complete the following entries on the C-IV Contact Detail page for the Primary Applicant: E-mail Address, and E-Notification = Opt-In. Click the Send Verification button. Instruct the customer to enter the single use Personal Identification Number (PIN) from the e-mail sent into his/her C4Yourself account to complete the opt-in process for e-notifications. Once the PIN has been entered, a C-IV batch will update the E-mail Status to Verified. Continue to Step 4. 4 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-72

Electronic Notifications (e-notifications), Continued E-mail Status Customers who have elected to Opt-In to e-notifications and have not verified his/her e-mail address by entering the single use PIN will have one of the following Email Statuses in C-IV: Verification Not Sent: The worker updated the E-Notification selection to Opt-In but did not click the Send Verification button. Pending Verification: The verification e-mail has been sent to the customer; however, customer response is pending. Undeliverable: The e-notification e-mail could not be delivered to the customer s e-mail address. Troubleshooting The CSC EW will use the following table if a customer calls stating he/she submitted an NA 1273 but is not receiving documents via his/her C4Yourself account. Step 1 Verify if the NA 1273 is on file, and: Action If the NA 1273 is Then On file, Continue to Step 2. Not on file, Complete the steps located in the Overview section of this Task Action Guide (TAG). 2 Verify the e-mail address listed on the NA 1273 is the current e-mail account for the customer, and: If the e-mail listed is Then The current account, Continue to Step 3. Not the current account, The customer must complete a new NA 1273. Complete the steps located in the Overview section of this Task Action Guide (TAG). 3 Verify the e-mail address was correctly entered into the Contact Detail page; and If e-mail was entered Then Correctly, Continue to Step 4. Incorrectly, Correct the e-mail address. Select Opt-In on the E-Notification drop down menu. Click the Send Verification button. Instruct the customer to: Obtain the single use PIN from his/her e-mail (the e-mail may be routed to the customer s junk e-mail inbox), and Enter the PIN into his/her C4Yourself account to complete the opt-in process for e-notifications. Once the PIN has been entered, a C-IV batch will update the E-mail Status to Verified. Continue to Step 5. Option: Close call per policy. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-73

Electronic Notifications (e-notifications), Continued Trouble-shooting (continued) Step Action 4 Check the Email Status on the Contact Detail page, and: If the Email Status is Verification Not Sent, Pending Verification, Option: Close call per policy. 5 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Then Verify Opt-In is selected from the E-Notifications drop down menu. Click the Send Verification/Resend Verification button. Instruct the customer to: Obtain the single use PIN from his/her e-mail (the e-mail may have been routed to his/her junk e-mail inbox), and Enter the PIN into his/her C4Yourself account to complete the opt-in process for e-notifications. Once the PIN has been entered, a C-IV batch will update the E-mail Status to Verified. Continue to Step 5. Instruct the customer to: Obtain the single use PIN from his/her e-mail (the e-mail may been routed to his/her junk e-mail inbox). Enter the PIN into his/her C4Yourself account to complete the opt-in process for e-notifications. Click the Send Verification/Resend Verification button if the customer is unable to locate the e-mail, and Instruct the customer to enter the PIN. Once the PIN has been entered, a C-IV batch will update the E-mail Status to Verified. Continue to Step 5. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-74

Electronic Notifications (e-notifications), Continued Opt-out The CSC EW will complete the following actions if a customer calls to opt-out of e-notifications: Step Action 1 Update the E-Notification to Opt-Out on the Contact Detail page in C-IV for the Primary Applicant. 2 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool ORHB Transitional Assistance Department (TAD) Forms Catalog e-notification PowerPoint Chapter/Topic or Title Chapter T e-tools: C4Yourself.com e-notification C4Yourself (TAD CIV Y 2), form and the Forms and Procedures (F&P) Guide. TAD Website>Resources>Training>TAD Training Material>PowerPoints>E-Notification CSCHB #2076 (10/15) TASK ACTION GUIDES 3-75

Employment Start/Stop/Change Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, Medi-Cal, and Welfare-to-Work (WTW). Note: For Medi-Cal, employment changes are considered as a Change Report Re-Evaluation (RE). For more information refer to Health Care Programs Handbook (HCPHB), Chapter 18 Re-Evaluations. 6BOverview employment start/change When a customer calls to report he/she has started new employment or has a change to his/her current employment, the Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions: Step Action 1 Identify who has started or changed employment. 2 Enter employment information on the Employment Detail page. 3 Verify if this is new employment or a change to existing employment: If this is a Change to existing employment, New employment, Mid-period/ year change, Then Click Edit on the current Employment Detail to make any changes. Click Add on the Status Information to update the: Hourly wage, and Hours per week. Complete the Employment Detail page, and End Date the previous employment information, if applicable. Remind the customer to report the change on his/her next SAR 7 Eligibility Status Report (SAR 7), unless he/she provides verification. Note: Customers do not need to report a midperiod report on the SAR 7 if it has already been verified. Note: See Income Changes Task Action Guide (TAG) based on the specific program for more information. Option: Close call per policy. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-76

Employment Start/Stop/Change, Continued 6BOverview employment start/change (continued) Step Action 4 Set Tasks for all impacted programs as follows: If the case has Then set the following task(s) CalFresh, and/or Task Type: Employment. CalWORKs, Due Date: 11 calendar days if verification requested (otherwise at next SAR 7 if applicable). Long Description: Describe type of employment change. Medi-Cal, Task Type: Employment. Due Date: Three calendar days. Long Description: Describe type of employment change. WTW, Task Type: Employment. Due Date: Next business day. Long Description: Describe type of employment change. 5 Complete wrap-up: Clear any completed Task(s), Review and update the CalFresh Work Registration if applicable, Send an e-mail to the Employment Services Specialist (ESS) if customer has an open Welfare-to-Work (WTW) case, and Journal all case actions. 7BEmployment stop The CSC EW will complete the following actions when a customer calls to report his/her income has stopped or he/she is no longer working: Step Action 1 Identify whose employment has stopped. 2 Enter Termination Date, Termination Reason and all other required fields on the Employment Detail page. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-77

Employment Start/Stop/Change, Continued 7BEmployment stop (continued) Step Action 3 Request the following verifications from the customer if applicable: Pay verification received for the month employment ended. If pay verification does not indicate customer is no longer employed, a statement from the employer or VER 104 Release is needed. Verification he/she has applied for all unconditionally available income. For example: Unemployment Insurance Benefits (UIB), State Disability Insurance (SDI), or Social Security Administration (SSA) benefits. Use one of the following forms to request the above verifications: Medi-Cal: The Medi-Cal Request for Information (MC 355), or CalWORKs/CalFresh: Request for Verification (CW 2200). Note: If the household has a zero Share of Cost (SOC), verification is not required for Medi-Cal; however, advise the customer to report the change to his/her Employment Services Specialist (ESS) if there is an open WTW program. Option: Close call per policy. 4 Set Tasks for all impacted programs as follows: If the case has Then set the following task(s) CalFresh, and/or Task Type: Employment. CalWORKs, Due Date: 10 calendar days. Long Description: Describe type of employment change. Medi-Cal, Task Type: Employment. Due Date: Three calendar days. Long Description: Describe type of employment change. WTW, Task Type: Employment. Due Date: Next business day. Long Description: Describe type of employment change. 5 Complete wrap-up: Clear any completed Task(s), Review and update the CalFresh Work Registration if applicable, E-mail other impacted programs, and Journal all case actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-78

Employment Start/Stop/Change, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic C-IV User Guide Creating C-IV Tasks Employment, Adding Employment, Closing Journal Entry, Creating Searching for Tasks CalFresh Policy Handbook (CFPHB) Chapter 9 Reporting CalWORKs Policy Handbook (CWPHB) Chapter 10 Reporting Health Care Programs Handbook (HCPHB) Chapter 8 Income Chapter 18 Re-Evaluations Operations & Reference Handbook Chapter J Tasks (ORHB) WTW Policy Handbook (WTWPHB) Chapter 15 Employment Activities CSCHB #2076 (10/15) TASK ACTION GUIDES 3-79

Express Lane Enrollment Programs The procedures in this section apply to the following programs: CalFresh, and Medi-Cal. Overview Express Lane is express Medi-Cal enrollment using CalFresh eligibility to grant zero Share of Cost (SOC) Medi-Cal benefits without completing a Medi-Cal application or redetermination for 12 months from the Express Lane effective date. Customer Service Center (CSC) Eligibility Workers (EWs) will assist CalFresh eligible customers with enrolling in Express Lane. Express Lane enrollment EWs will follow the instructions in the table below for CalFresh eligible customers who request Express Lane and have not had a Modified Adjusted Gross Income (MAGI) determination. Note: To determine if MAGI has been evaluated refer to the exception instructions in the Health Care Programs Handbook (HCPHB), Chapter 15 Special Programs, Section C. Step Action 1 Ask the customer if he/she were mailed a Join Medi-Cal form for Express Lane, and If Yes, Then Offer the customer the following options to apply for Express Lane. Complete and mail the Join Medi-Cal form to Department of Health Care Services (DHCS), Complete the online enrollment at http://dhcs.ca.gov/expresslane, Call DHCS call center at 1-844-212-0003, or Start the County enrollment process by completing Step 2. Note: Each person to enroll in Express Lane must have a Join Medi-Cal letter in order to enroll by mail, online, or calling DHCS. No, Continue to Step 2 2 Complete an Initial Application for CalFresh, Cash Aid, and/or Medi-Cal/Health Care Programs (SAWS 1), and E-mail the Master Assignment Queue (MAQ) with the subject line: <Express Lane MC Request>. Option: Close call per policy. 3 Journal all actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-80

Express Lane Enrollment, Continue Discontinuance questions Customers who were enrolled in Express Lane and discontinued and have questions will be assisted by CSC EWs. The CSC EW will assist the customer by answering his/her questions. If the customer s case is assigned to a Post Medi-Cal (PMC) worker the customer may be referred to him/her for further assistance. If the case has not been assigned, and further assistance is needed that the CSC EW cannot assist with, an e-mail should be sent to the worker or MAQ assigned to the Express Lane case should be sent. Note: CalFresh discontinued cases with Express Lane customers will not be assigned to a Post Medi-Cal (PMC) worker until 45 days after the effective discontinuance date. This delay is to allow time for a customer to be restored to CalFresh without disrupting the existing Express Lane eligibility. Adding a DE baby to Express Lane CSC EWs will take the following actions to add a Deemed Eligible (DE) baby to Express Lane. Step Action 1 Complete File Clearance prior to adding the newborn/de child into C-IV to ensure the correct Client Index Number (CIN) is selected. 2 Pend the newborn to the existing Express Lane Medi-Cal block using the data entries below: Application Date: First of month of Express Lane effective date (which should be the DE baby date of birth). Example: Effective date is 03/15; application date is 03/01/2015. Beginning Date of Aid (BDA): Month/Year of Express Lane effective date. Example: Effective date is 03/15; BDA is 03/01/2015). Requested Medi-Cal Type: Choose the appropriate type for the individual: Express Lane Adult 19-64 (aid code 7U). Express Lane Parent 19-64 (aid code 7S). Express Lane Under 19 (aid code 7W). Note: Same options above will be used for RETRO benefit months. 3 Set the following Tasks for the Newborn/DE child: Task Type: Review. Due Date: 60 days from child s birth. Long Description: Child s name. Task Type: Add/Remove Person. Due Date: Month prior to first birthday. Long Description: Child s name Social Security card. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-81

Express Lane Enrollment, Continued Adding a DE baby to Express Lane (continued) Step Action 4 Run Eligibility Determination and Benefit Calculation (EDBC), and Accept if aid codes are correct. Do not Request MAGI. Eligibility will batch to the Medi-Cal Eligibility Data System (MEDS). Clear any MEDS alerts. 5 Complete a Journal entry as follows: Short Description: DE infant/express Lane. Long Description: Name of the newborn child, including the correct spelling, Date of Birth (DOB), Place of birth, Gender, Child s address, and Include the following statement: DE child added to Express Lane. Child must be transferred to DE aid code if child is determined no longer Express Lane eligible prior to child s first birthday. References Refer to the following tools for additional information/instructions. Handbook or Tool CalFresh Policy Handbook (CFPHB) HCPHB Chapter/Topic or Title Chapter 1 Application Chapter 15 Special Programs CSCHB #2076 (10/15) TASK ACTION GUIDES 3-82

Family Stabilization Program The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), and Welfare-to-Work (WTW). Family Stabilization Family Stabilization (FS) is a component of the CalWORKs Program that provides intensive case management and services to customers that meet certain criteria. Customers meeting the following criteria are potentially eligible for FS: Have untreated or undertreated behavioral needs, including: Mental Health (MH) or Substance Abuse (SA) related needs, Lack personal safety due to Domestic Violence (DV), and/or Reside in emergency shelters or temporary housing (homeless households), or customers who are at imminent risk of homelessness (have an eviction notice). Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-83

Family Stabilization, Continued FS calls Customer Service Center (CSC) Eligibility Workers (EWs) will refer customers who call in to request information regarding FS and/or meet FS criteria. Referrals are completed as follows: Step Action 1 Take necessary case action(s) pertaining to the customer s reason for calling. Review the Case Summary page in C-IV to determine if the customer is currently in FS (all active CalWORKs cases receiving FS services are assigned to identified FS EWs), and: If the customer is Then Currently in FS, Forward the call to the assigned FS Employment Services Specialist (ESS), or Send a Personally Identifiable Information (PII) e-mail to the FS EW and assigned FS ESS with any reported changes, if unable to transfer the call. Note: The CSC EW will follow the current process for escalations, if applicable. Not currently in Forward the call to the assigned ESS. FS, and is If the customer does not want to be Specifically requesting FS services, transferred to an ESS, the CSC EW will give the customer the option to have: An ESS contact him/her, or The CSC EW send the customer information regarding FS via the Good News form (TAD WTW FS 9). Send a PII e-mail to the assigned ESS, or district office TAD WTW Duty Worker Inbox if an ESS is not available, stating customer is requesting further information on FS. Not currently in FS, Go to Step 2. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-84

Family Stabilization, Continued FS calls (continued) Step Action 2 Review the case in C-IV to determine if the customer is a Work-Eligible Individual (WEI) by clicking the next to the customer s name from the CalWORKs section of the Case Summary screen (the drop-down will display a Yes to indicate the customer is a WEI), and: If the customer is Currently: In WTW noncompliance, WTW sanctioned, or Currently homeless (with an active or sanctioned WTW program), Not currently: In WTW noncompliance, WTW sanctioned, or Currently homeless (with an active or sanctioned WTW Program), 3 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Then Inform the customer that in addition to Child Care, transportation assistance, and other supportive services, he/she may benefit from participating in the program by receiving: Domestic Violence (DV) Services, Mental Health (MH) Services, Substance Abuse (SA) Services, and/or Assistance with temporary/permanent housing. Forward the call to the assigned ESS. If the customer does not want to be transferred to an ESS, the CSC EW will give the customer the option to have: An ESS contact him/her, or The CSC EW send the customer information regarding FS via the Good News form (TAD WTW FS 9). Send a PII e-mail to the assigned ESS, or the district office TAD WTW Duty Worker Inbox if an ESS is not available, stating customer is requesting further information on FS. Close call per policy, and Go to Step 3. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-85

Family Stabilization, Continued FS EWs and FS EWS Is A list of FS EWs and Eligibility Worker Supervisors (EWS Is) is located on the Transitional Assistance Department (TAD) website under WTW Tools: http://hsnet/tad/tools/wtw_tools.asp FS ESSs and FS SESS Is A list of FS ESSs and FS Supervising Employment Services Specialists (SESS Is) is located on the TAD website under WTW Tools: http://hsnet/tad/tools/wtw_tools.asp TAD WTW Duty Worker Inbox The following is a list of WTW Duty Worker Inboxes: District Office TAD WTW Duty Inbox 29 Palms TAD 79 WTW Duty Worker Adelanto TAD 48 WTW Duty Worker Barstow TAD 06 WTW Duty Worker Colton TAD 19 WTW Duty Worker Del Rosa TAD 07 WTW Duty Worker Fontana TAD 09 WTW Duty Worker Hesperia TAD 08 WTW Duty Worker Needles TAD 10 WTW Duty Worker Ontario TAD 15 WTW Duty Worker Rancho Cucamonga TAD 25 WTW Duty Worker Redlands TAD 04 WTW Duty Worker Rialto TAD 39 WTW Duty Worker San Bernardino 01 TAD 01 WTW Duty Worker San Bernardino 02 TAD 02 WTW Duty Worker Victorville TAD 18 WTW Duty Worker Yucaipa TAD 24 WTW Duty Worker Yucca Valley TAD 03 WTW Duty Worker References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Creating C-IV Tasks Journal Entry, Creating TAD Forms Catalog TAD WTW FS 9, form and Forms and Procedure Guide (F&P) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-86

Forms Request Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer requests a form: Step Action 1 Identify the form the customer is requesting. 2 Verify and update the customer s address, if necessary. Note: If the customer has no other requests, remind him/her of any document due dates and close call per policy. 3 Print requested forms using the following instructions found in this section: Form re-printing instructions, and New form printing instructions. Note: The SAR 7 Eligibility Status Report (SAR 7) or the Transitional Medi-Cal (TMC) Quarterly Status Report (MC 176 TMC) may also be posted to the customer s active C4Yourself account. 4 Follow the chart below regarding form requests and due dates: If the form... Requires: A due date, and Follow-up actions, Does not require a due date (i.e., income verification), Is a duplicate (i.e., MC 176 TMC, SAR 7, or Re-Evaluation [RE] packet), Meets any/all of the criteria above, and Is requested to be picked-up by the customer in the district office, Then... Go to Step 6. Go to Step 8. Go to Step 5 5 Direct the customer to his/her local office, Complete the Personally Identifiable Information (PII) Email Communication (TAD PS 03) form, and: E-mail the TAD PS 03 to the district CSC Inbox. Include the Request Type (e.g., Pick-up SAR 7, Income verification, etc.) in the subject line of the e-mail. 6 Complete and mail one of the following as applicable: Request for Verification (CW 2200), or Medi-Cal Request for Information (MC 355). Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-87

Forms Request, Continued Overview (continued) Step Action 7 Set a Task for all impacted programs: Task Type: Verif Due. Due Date: 10 calendar days for CalWORKs/CalFresh, or 20 calendar days for Medi-Cal. Long Description: List type of verification that is due. 8 Complete wrap-up: Clear any completed Task(s), E-mail all impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guides Adding, Viewing and Printing Verification Information Address, Adding a New C4Yourself, Posting to C4Yourself Creating C-IV Tasks Documents, Distributed, Search - Generating By Case Forms, Template Generating Generating a SAR 7 Journal Entry, Creating Medi-Cal Re-Evaluation (RE) Packets - Batch or Manual Searching for Tasks CalWORKs Policy Handbook Chapter 10 Reporting (CWPHB) CalFresh Policy Handbook Chapter 1 Application (CFPHB) Health Care Programs Handbook (HCPHB) Chapter 2 Applications Chapter 21 Post Medi-Cal CSCHB #2076 (10/15) TASK ACTION GUIDES 3-88

Form/Verification Received Status Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer calls to verify if a form and/or verification has been received: Step Action 1 Identify which form/verification the customer is inquiring about. 2 Review the following: Reporting List Detail page (SAR 7 Eligibility Status Reports [SAR 7s] and Re-Evaluation [RE] packets), Images, and Journal entries. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-89

Form/Verification Received Status, Continued Overview (continued) Step Action 3 Follow the chart(s) below to determine the required actions for items other than a SAR 7: If the form/ verification is... Not imaged, Then... Send a Personally Identifiable Information (PII) e-mail to the appropriate Master Assignment Queue (MAQ) requesting customer contact: Enter <Customer Contact> in the e-mail subject line, and Provide a brief description of the reason for the contact request in the PII attachment. Imaged, Review the case and determine if action has been taken, Confirm all verifications listed on the Verification List page have been received, and Process action (according to the appropriate Task Action Guide (TAG), program regulation, and/or district policy). Follow the chart below when a customer calls to inquire on the status of his/her SAR 7, and: If the report is... And it is Then read to the customer... Received in C-IV, Prior to 10 day Notice of Action (NOA), Yes, it has been received. The district is currently processing this month s SAR 7s. If you reported a change that results in a change to your benefits, you will receive a Notice of Action Received in C-IV, After 10 day NOA, Not received in C-IV, Not received in C-IV, Not received in C-IV, Prior to 10 day NOA, After 10 day NOA, but not the last week of the month, The last week of the month, Option: Close call per policy. explaining the changes to your benefits. Yes, it has been received. You will be receiving next month s benefits and a Notice of Action informing you of any changes to on-going eligibility if any changes were reported. No, it has not been received. A duplicate will be mailed to you today. When you receive it, please complete the report, sign, and date it. You must also provide your income/change verifications. No, it has not been received. A duplicate will be mailed to you today. When you receive it, please complete the report, sign, and date it. Send it back immediately with your income/change verifications. It must be received in the district office by the close of business on the last day of the month. No, it has not been received. You must go into your local Transitional Assistance district office, no later than the last day of the month, and complete a SAR 7. At that time, you must also provide your income/change verification(s). Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-90

Form/Verification Received Status, Continued Overview (continued) Step Action 4 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Journal Entry, Creating Searching for Tasks Verifications Received CalFresh Policy Handbook (CFPHB) Chapter 9 Reporting CalWORKs Policy Handbook Chapter 10 Reporting (CWPHB) Health Care Programs Handbook Chapter 10 Case Management (HCPHB) Operations & Reference Handbook Chapter B Caseload Management (ORHB) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-91

General Information (GI) Calls Programs The procedures in this section apply to General Information (GI) calls. Overview GI calls are received from callers without an existing case or callers with a non-case related question, such as: Hours of operation, Directions to district offices, Explanation of programs, or How to apply for assistance. The CSC EW will complete the following actions when a call involves a GI question: Step Action 1 Ask the caller for his/her name and purpose of the call. Research C-IV for an existing case to ensure customers are informed of any other case actions needed. Note: If the caller needs to be authenticated before his/her question(s) can be answered or informed of any case actions needed, refer to Non-Authenticated Callers Task Action Guide (TAG). 2 Answer the callers questions as appropriate, otherwise: If the EW cannot answer the question(s), Caller asks to speak to a supervisor, Then the EW will Inform the caller he/she will be transferred to the appropriate CSC EW for further assistance, and Transfer the call to the appropriate queue. Complete a warm transfer to a CSC Supervisor queue: Inform the supervisor of the customer s name and his/her issue, Announce to the customer you are transferring the call to (supervisor s name), and Verify the call was connected to the supervisor before disconnecting. 3 Journal the customer contact if a C-IV case exists. References Refer to the following table for additional information/instructions. Handbook or Tool Customer Service Center Handbook (CSCHB) Chapter/Topic or Title Chapter 2 Customer Service Center Communications Chapter 3 Task Action Guides, Non- Authenticated Callers CSCHB #2076 (10/15) TASK ACTION GUIDES 3-92

Hand-Offs to District Office Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) may hand-off actions which require: Emergency customer pick-up, Face-to-face contact, Verification not being on file, Budgeting multiple payment months, or Actions which may be time consuming and cannot be reasonably completed during a phone contact Hand-off types Hand-offs may include, but are not limited to, the following actions: Delinquent work, Manual budgeting, Re-budgeting of prior months, and Other actions as deemed appropriate by a Contact Center Supervisor. Note: It is the goal of the CSC to provide full customer service and hand-off as few actions as possible to the district office. CSC Supervisor responsibilities CSC Supervisors will evaluate EW requests to hand-off actions as follows: Consider complexity of the action, time already spent, number of actions remaining, current call volume, and any other relevant information. Determine if the action will be assigned to a CSC EW with more experience, or to the district office. When handing-off to the district office, the CSC EW or Supervisor will e-mail the Personally Identifiable Information (PII) document to the district Master Assignment Queue (MAQ) for control purposes. References Refer to the following table for additional information/instructions. Handbook or Tool Customer Service Center Handbook (CSCHB) Chapter/Topic or Title Chapter 2 Customer Service Center Communications CSCHB #2076 (10/15) TASK ACTION GUIDES 3-93

Health Care Programs Application Requests Programs The procedures in this section apply to the Health Care Programs. Introduction This section covers the basic requirements and procedures for Health Care Program phone applications. The decision whether to apply for health care coverage in-person, by phone, mail, C4Yourself, or Covered California (Covered CA) must be left to the customer. Customers must be advised of his/her right to: Be interviewed by an Eligibility Worker (EW) when: Assistance is needed, or For any other reason. Come into the Transitional Assistance Department (TAD) office in the event of: An emergency situation, Homelessness, or Minor Consent. Note: Minor Consent applications must be taken in the district office and cannot be submitted by phone, mail, or online. Health care request actions The Customer Service Center (CSC) EW will complete the following actions when a customer calls requesting to apply for health care coverage: Step Action 1 Screen the customer using the County Quick Sort Tool located on the TAD website, and: If the customer is... Under 21, and Living with parents, Under 21 and not living with his/her parents, or 21 years of age or older, Then... Determine if the application request is for a Minor Consent case: If Then Applying for confidential Stop here. services for: This is a Family planning, Minor Pregnancy related care, Consent Mental health, application. Drug and/or alcohol Refer the treatment or counseling, customer to the Sexually transmitted district office. diseases, or Sexual assault, Not a Minor Consent case, Go to Step 2. Evaluate tax household to determine primary tax filer. Go to Step 2. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-94

Health Care Programs Application Requests, Continued Health care request actions (continued) Step Action 2 Determine the type of application the customer is requesting, and: If the customer is requesting a... Phone or mail-in application, Then... Complete the Initial Application for CalFresh, Cash Aid, and/or Medi- Cal/Health Care Programs (SAWS 1) to preserve the application date, Inform the customer he/she will be contacted by the district office with further instructions, and E-mail the completed SAWS 1 to the district CSC Inbox: Example: CSC TAD 01 Include <Medi-Cal Phone App> or <Medi-Cal Mail In App> in the e-mail subject line. Face-to-Face application, C4Yourself application, Covered CA application, Note: The district office will contact the customer or mail the customer an application packet. Transfer the call to the appropriate District Admin phone number. Note: The call will be handled per district procedures. Provide the customer with the: C4Yourself web-address (www.c4yourself.com), and/or Directions to his/her local district office for assistance with completing the C4Yourself application. Provide the customer with the: Covered CA: Web-address (www.coveredca.com), Customer service line (1-800-300-1506), and/or Directions to his/her local district office for assistance with completing the application. Option: Close call per policy. 3 Complete wrap-up: Clear any completed Task(s), E-mail any impacted programs, and Journal all case actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-95

Health Care Programs Application Requests, Continued References Refer to the following tools for additional information/instructions: Handbook or Tool Chapter/Topic or Title Health Care Programs Chapter 2, Applications Handbook (HCPHB) TAD Forms Catalog SAWS 1, form and Forms and Procedures Guide (F&P) PII Email Template (TAD PS 03) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-96

ICT Inquiry Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will utilize the following resources when a customer calls to inquire about the status of an Inter-County Transfer (ICT): Step 1 Determine the status of the ICT, and: Action If inquiry is regarding an Then Incoming ICT, Advise the customer following the chart below, and: If the ICT is Then Received, The case will show pending and the assigned EW. Provide customer with EW s name and contact number. The ICT Summary will show the Initiated Date, ICT ID, Primary Applicant, sending county, and the ICT Status. Not received, Inform customer our County has not received the request. Notify the customer an electronic ICT (eict) request will be submitted. Proceed to Step 3. Outgoing ICT, Review Journal entries to determine the date the ICT/eICT was initiated. Review Tasks to determine the date of the discontinuance in our County. Review the ICT Summary page (which will show the Initiated Date, ICT ID, Primary Applicant, receiving county, and the ICT Status). Proceed to Step 3. Initiating an ICT, Update the Contact Detail page with customer s new address (see Address Change Task Action Guide [TAG]). Ask the customer if the entire household moved. Advise customer the request will be initiated. Mail the following to the customer, if applicable (see Option: Close call per policy. Exceptions section within this TAG): Voter Registration (MC 200) (generated and printed locally from C-IV), and Voter Registration Card (SBDNOES 200). Proceed to Step 2. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-97

ICT Inquiry, Continued Overview (continued) Step Action 2 Set a Task to initiate eict process, if needed: Task Type: Initiate ICT. Due Date: Next day. Long description: Enter details of the change including new address, Household (HH) composition, shelter and utility expense amount, etc. 3 Complete wrap-up: E-mail eict worker (handles both manual/partial ICT and eict) in the district to initiate the ICT. Clear any completed Task(s). Journal all case actions using the appropriate Journal Template(s) (e.g., Address Change, CalWORKs ICT In, etc.). Exceptions: The MC 200 is not mailed if the new address is outside of San Bernardino County; this form is only valid for San Bernardino County residents. The SBDNOES 200 is not mailed if the customer moved out of state; this form is only valid for California voters. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Creating C-IV Tasks Journal Entry, Creating Searching for Tasks Health Care Programs Handbook Chapter 10 Case Management (HCPHB) Operations & Reference Handbook Chapter H IDT/ICT (ORHB) Chapter T e-tools CSCHB #2076 (10/15) TASK ACTION GUIDES 3-98

Income Changes CalWORKs/CalFresh/Welfare-to-Work 9BProgram The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Welfare-to-Work (WTW). 10BIncome change actions The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer reports an income change: Step Action 1 Determine if income verification is on file and change has been completed, and: If the income change has Been completed, Not been completed, and Verification is: On file, Not on file, or Verified Upon Receipt (VUR). Then Inform customer of case actions. Determine increase or decrease in benefits, and Go to Step 2. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-99

Income Changes CalWORKs/CalFresh/Welfare-to-Work, Continued 10BIncome change actions (continued) Step Action 2 Follow the chart below to determine the treatment of the income change, and: If income causes the benefits to Decrease due to exceeding the Income Reporting Threshold (IRT), Decrease, but does not exceed the IRT, Increase, and Verification was: Provided, or VUR, Increase, and Verification was not provided, Then Update the Income Detail page, Run Eligibility Determination Benefit Calculation (EDBC), Send appropriate Notice of Action (NOA) centrally. See Step 4 if case results in discontinuance and the customer has an open WTW case. Note: Benefits may decrease or case may discontinue. See Policy handbooks, Budgeting chapter, for additional information. Send a No Change NOA for: CalWORKs, and Public Assistance CalFresh (PACF). For Non-Assistance CalFresh (NACF) cases, If the Option: Close call per policy. change is: VUR, then the EW must act to decrease benefits the next available month in which 10 day NOA can be provided. Not VUR, then benefits are not reduced, and a No Change NOA is sent. Update the Income Detail page, Run and accept EDBC with supplemental benefits, and Send appropriate NOA centrally. Inform customer action will not be taken until verification is received, Request verification by completing the Request for Verification (CW 2200), sending locally with a postage paid return envelope for the assigned district office, and Send a manual NOA. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-100

Income Changes CalWORKs/CalFresh/Welfare-to-Work, Continued Income change actions (continued) Step Action 3 Set a Task for all impacted programs. If new verification was: Requested: Task Type: Verif Due. Due Date: Next working day after the 10 th day. Long Description: List what verification is due. Not requested: Task Type: Income Change. Due Date: Next Semi-Annual/Annual Review. Long Description: List information provided. Note: Determination of whether verification is required is dependent upon whether a mandatory or a voluntary mid-period/year change has occurred. Refer to the Budgeting chapters of the CalFresh and CalWORKs policy handbooks for additional guidance. 4 Follow the chart below to determine if the customer needs to be referred to an Employment Services Specialist (ESS) for Job Retention services, and: If the customer is. Employed, and CalWORKs was or will be discontinued due to employment over-income, Then Inform the customer that he/she may be eligible for the following Job Retention Services: Ancillary (work attire, shoes, etc.) Child Care, and Transportation assistance (gas cards, bus pass, transportation reimbursement, etc.), and Transfer the call to the assigned ESS in the appropriate district office to provide the customer with additional Job Retention information. 5 Complete wrap-up: Clear any completed Task(s), Review and update the CalFresh Work Registration if applicable, Send an e-mail to the assigned ESS if the customer has an open WTW case, and Journal all case actions. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-101

Income Changes CalWORKs/CalFresh/Welfare-to-Work, Continued References Refer to the following tools for additional information/instructions. Step Action C-IV User Guide Income Record, Adding New Amounts to an Existing Searching for Tasks Journal Entry, Creating Income Record, Adding a New CalWORKs Policy Handbook Chapter 9 Income (CWPHB) Chapter 12 Budgeting CalFresh Policy Handbook (CFPHB) Chapter 8 Income Chapter 10 Budgeting WTW Policy Handbook (WTWPHB) Chapter 15 Employment CSCHB #2076 (10/15) TASK ACTION GUIDES 3-102

Income Changes Health Care Programs Programs The procedures in this section apply to the Health Care Programs. Income change actions The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer reports an income change: Note: Income changes are a Change Report Re-Evaluation (RE). Step Action 1 Determine if income verification is on file and a change has been completed, and: If the income change has Then Been completed, Inform customer of case actions. Go to Step 5. Not been completed, and Go to Step 2. Verification is not on file, Not been completed, and Go to Step 4. Verification is on file, 2 Enter required information reported by the customer into the following C-IV pages: Income (leave income in Pending status), Employment, if applicable, Request Modified Adjusted Gross Income (MAGI), and: If the response is Then Electronically verified (e-verified): Go to Step 4. MAGI, or Non-MAGI without a Share of Cost (SOC), Non-MAGI with a SOC, or Go to Step 3. Not e-verified MAGI, Delayed, Hand-off completion of case actions to the assigned district office. E-mail a Personally Identifiable Information (PII) document to the Master Assignment Queue (MAQ) using <Income Change> in the e-mail subject line. Go to Step 5. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-103

Income Changes Health Care Programs, Continued Income change actions (continued) Step Action 3 Complete the following actions when verification is required to be on file: Inform the customer action will be taken when verification is received, Complete Ex Parte review, Request verification by completing the Medi-Cal Request for Information (MC 355) if applicable, Print and send centrally the MC 355, and Set a Task for all impacted programs: Task Type: Verif Due. Due Date: 30 calendar days. Long Description: List what verification is due. Go to Step 5. Option: Close call per policy. 4 Complete the following actions when verification of the income change is on file: Request MAGI if not previously requested, Update the Income Detail and Employment List pages using the verification provided, Run and accept the Eligibility Determination and Benefit Calculation (EDBC) for the month in which 10 day notice can be provided, and Print and send the Notice of Action (NOA) centrally. 5 Complete wrap-up: Clear any completed Task(s), Clear Medi-Cal Eligibility Data System (MEDS) Alerts, E-mail other impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Income Record, Adding New Amounts to an Existing Income Record, Adding a New Journal Entry, Creating Searching for Tasks Health Care Programs Handbook Chapter 8 Income (HCPHB) Chapter 10 Case Management Chapter 18 Re-Evaluations CSCHB #2076 (10/15) TASK ACTION GUIDES 3-104

Master Assignment Queue (MAQ) Communication Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibilities to Kids (CalWORKs), CalFresh, and Medi-Cal. MAQ inboxes When communication is needed regarding a case assigned to a Master Assignment Queue (MAQ), an e-mail must be sent to the e-mail address associated with the assigned Worker ID. The e-mail addresses are set up to include the: District office (i.e., TAD 01, TAD 79, etc.), Function Continuing (will display as CONT in the e-mail address), and The aid program with which the MAQ is associated (CalWORKs/CalFresh, CalFresh, or Medi-Cal). List of MAQs Below is a list of all MAQs associated with the district offices: Location Program Outlook Name Internet E-Mail Address Adelanto CalWORKs TAD 48 Cont CWCF TAD48ContCWCF@hss.sbcounty.gov CalFresh TAD 48 Cont NACF TAD48ContNACF@hss.sbcounty.gov Medi-Cal TAD 48 Cont MC TAD48ContMC@hss.sbcounty.gov Barstow CalWORKs TAD 06 Cont CWCF TAD06ContCWCF@hss.sbcounty.gov CalFresh TAD 06 Cont NACF TAD06ContNACF@hss.sbcounty.gov Medi-Cal TAD 06 Cont MC TAD06ContMC@hss.sbcounty.gov Colton CalWORKs TAD 19 Cont CWCF TAD19ContCWCF@hss.sbcounty.gov CalFresh TAD 19 Cont NACF TAD19ContNACF@hss.sbcounty.gov Medi-Cal TAD 19 Cont MC TAD19ContMC@hss.sbcounty.gov Del Rosa CalWORKs TAD 07 Cont CWCF TAD07ContCWCF@hss.sbcounty.gov CalFresh TAD 07 Cont NACF TAD07ContNACF@hss.sbcounty.gov Medi-Cal TAD 07 Cont MC TAD07ContMC@hss.sbcounty.gov Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-105

Master Assignment Queue (MAQ) Communication, Continued List of MAQs (continued) Location Program Outlook Name Internet E-Mail Address Fontana CalWORKs TAD 09 Cont CWCF TAD09ContCWCF@hss.sbcounty.gov CalFresh TAD 09 Cont NACF TAD09ContNACF@hss.sbcounty.gov Medi-Cal TAD 09 Cont MC TAD09ContMC@hss.sbcounty.gov Hesperia CalWORKs TAD 108 Cont CWCF TAD08ContCWCF@hss.sbcounty.gov CalFresh TAD 08 Cont NACF TAD08ContNACF@hss.sbcounty.gov Medi-Cal TAD 08 Cont MC TAD08ContMC@hss.sbcounty.gov Needles CalWORKs TAD 10 Cont CWCF TAD10ContCWCF@hss.sbcounty.gov Medi-Cal TAD 10 Cont MC TAD10ContMC@hss.sbcounty.gov Ontario Back Ontario Front Rancho Cucamonga CalWORKs TAD 15 Cont CWCF TAD15ContCWCF@hss.sbcounty.gov CalFresh TAD 15 Cont NACF TAD15ContNACF@hss.sbcounty.gov CalFresh TAD 75 Cont NACF TAD75ContNACF@hss.sbcounty.gov Medi-Cal TAD 75 Cont MC TAD75ContMC@hss.sbcounty.gov CalWORKs TAD 25 Cont CWCF TAD25ContCWCF@hss.sbcounty.gov CalFresh TAD 25 Cont NACF TAD25ContNACF@hss.sbcounty.gov Redlands CalWORKs TAD 04 Cont CWCF TAD04ContCWCF@hss.sbcounty.gov CalFresh TAD 04 Cont NACF TAD04ContNACF@hss.sbcounty.gov Medi-Cal TAD 04 Cont MC TAD04ContMC@hss.sbcounty.gov Rialto CalWORKs TAD 39 Cont CWCF TAD39ContCWCF@hss.sbcounty.gov CalFresh TAD 39 Cont NACF TAD39ContNACF@hss.sbcounty.gov Medi-Cal TAD 39 Cont MC TAD39ContNACF@hss.sbcounty.gov Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-106

Master Assignment Queue (MAQ) Communication, Continued List of MAQs (continued) Location Program Outlook Name Internet E-Mail Address SB Fourth CalWORKs TAD 01 Cont CWCF TAD01ContNACF@hss.sbcounty.gov CalFresh TAD 01 Cont NACF TAD01ContNACF@hss.sbcounty.gov Medi-Cal TAD 01 Cont MC TAD01ContMC@hss.sbcounty.gov SB Mass CalWORKs TAD 02 Cont CWCF TAD02ContCWCF@hss.sbcounty.gov CalFresh TAD 02 Cont NACF TAD02ContNACF@hss.sbcounty.gov Medi-Cal TAD 02 Cont MC TAD02ContMC@hss.sbcounty.gov Twentynine Palms CalWORKs TAD 79 Cont CWCF TAD79ContCWCF@hss.sbcounty.gov Medi-Cal TAD 79 Cont MC TAD79ContMC@hss.sbcounty.gov Victorville CalWORKs TAD 18 Cont CWCF TAD18ContCWCF@hss.sbcounty.gov CalFresh TAD 18 Cont NACF TAD18ContNACF@hss.sbcounty.gov Medi-Cal TAD 18 Cont MC TAD18ContMC@hss.sbcounty.gov Yucaipa CalWORKs TAD 24 Cont CWCF TAD24ContCWCF@hss.sbcounty.gov CalFresh TAD 24 Cont NACF TAD24ContNACF@hss.sbcounty.gov Medi-Cal TAD 24 Cont MC TAD24ContNACF@hss.sbcounty.gov Yucca Valley CalWORKs TAD 03 Cont CWCF TAD03ContCWCF@hss.sbcounty.gov CalFresh TAD 03 Cont NACF TAD03ContNACF@hss.sbcounty.gov Medi-Cal TAD 03 Cont MC TAD03ContMC@hss.sbcounty.gov References Refer to the following tools for additional information/instructions. Handbook or Tool Operations & Reference Handbook (ORHB) Chapter/Topic Chapter V PACE, Section 2 Master Assignment Queue (MAQ) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-107

Medi-Cal Customer Enters LTC - Other Aided Persons Programs The procedures in this section apply to the Health Care Programs. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when: A customer has been reported as entering a Long Term Care (LTC) facility, and There are other persons aided in the Medi-Cal program. Step Action 1 Obtain the following information: Name of the customer who entered LTC. Date the customer entered LTC. Name and address of LTC. Name of the Professional Authorized Representative (PAR) or Authorized Representative (AR) if acting on behalf of the customer. Option: Close call per policy 2 Complete the following if the customer moved to a new address: Update the physical and mailing addresses. See the Address, Adding a New C-IV User Guide. Mail the following to the customer: Voter Registration (MC 200) (generated and printed locally from C-IV), and Voter Registration Card (SBDNOES 200). Exceptions: The MC 200 is not mailed if the new address is outside of San Bernardino County; this form is only valid for San Bernardino County residents. The SBDNOES 200 is not mailed if the customer moved out of state; this form is only valid for California voters. 3 Update C-IV Detail pages, including the Living Arrangements page. 4 Request Modified Adjusted Gross Income (MAGI), and: If MAGI returns Then Eligible, Run the Eligibility Determination and Benefit Calculation (EDBC), and Go to Step 6. Not Eligible, Go to Step 5. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-108

Medi-Cal Customer Enters LTC - Other Aided Persons, Continued Overview (continued) Step Action 5 Establish the customer s LTC Medi-Cal program by: Partially discontinuing the LTC customer in the open Medi-Cal block, and Opening a separate Medi-Cal block for the LTC customer. Note: Refer to the Long Term Care (LTC) - MCCA C-IV User Guide. 6 Complete Ex Parte review. 7 Review and send the following, if applicable: Notice of Action (NOA) in C-IV, Medi-Cal Request for Information (MC 355), Release of Authorization (TAD 229), List Property for Sale-Persons in Long Term Care (MC 239 W), Responsibilities of Public Guardians/Conservators or Applicant/Beneficiary Representatives (DHS 7068), and Important Notice About Your Medi-Cal Benefits (MC 18 [BI]). 8 Set a Task for all impacted programs: Task Type: Verif Due. Due Date: 30 calendar days. Long Description: List what verification is due. 9 Complete wrap-up: Clear any completed Task(s), Clear Medi-Cal Eligibility Data System (MEDS) Alerts, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic C-IV Job Aid Medi-Cal Long Term Care (LTC) Long Term Care (LTC)/Board and Care (B&C) Allocation Detail Requested Medi-Cal Types Health Care Programs Handbook Chapter 19 Long Term Care (HCPHB) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-109

Medi-Cal Customer Enters LTC No Other Aided Person Programs The procedures in this section apply to the Health Care Programs. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when: A customer has been reported as entering a Long Term Care (LTC) facility, and He/she is the only aided person in the Medi-Cal program. The customer may be eligible to Modified Adjusted Gross Income (MAGI) LTC. Refer to the Health Care Programs Handbook (HCPHB), Chapter 19 Long Term Care for additional LTC information. Note: The case may have ineligible household members who are active in the Medi-Cal program. Step Action 1 Obtain the following information: Name of the customer who entered LTC. Date the customer entered LTC. Name and address of LTC facility. Name of the Professional Authorized Representative (PAR) or Authorized Representative (AR) if acting on behalf of the customer. Customer s intent to return to his/her principle residence. Option: Close call per policy 2 Change customer s Requested Medi-Cal Type on the Medi-Cal Person Detail page to LTC. 3 Determine if Administrative Roles need to be changed, and: If LTC Customer is Then The Primary Applicant, Continue to Step 4. Not the Primary Applicant, Refer to the Administrative Roles section of the Long Term Care (LTC) Person, with spouse at home not Requesting Intake Process Medicare Catastrophic Coverage Act (MCCA) C-IV User Guide, then Continue to Step 4. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-110

Medi-Cal Customer Enters LTC No Other Aided Person, Continued Overview (continued) Step Action 4 Update the following: Physical address, and Mailing address (if necessary). Mail the following to the customer: Voter Registration (MC 200) (generated and printed locally from C-IV), and Voter Registration Card (SBDNOES 200). Note: See the Address, Adding a New C-IV User Guide. Exceptions: The MC 200 is not mailed if the new address is outside of San Bernardino County; this form is only valid for San Bernardino County residents. The SBDNOES 200 is not mailed if the customer moved out of state; this form is only valid for California voters. 5 Enter the Living Arrangement for the LTC customer. Refer to the Living Arrangement section of the Long Term Care (LTC) Person, with spouse at home not Requesting Intake Process Medicare Catastrophic Coverage Act (MCCA) C-IV User Guide. 6 Determine the appropriate Eligibility Determination and Benefit Calculation (EDBC) action, and: If the case has No other active family members, Other active family members, Then Run EDBC for the appropriate benefit month, allowing for 10 day notice, and Go to Step 7. Complete a Negative Action allowing for 10 day notice, Check the box for the other active (non-ltc) members, Select Requested Exclusion from the Negative Action Reason drop down box, and Go to Step 7. 7 Review and send centrally the Notice of Action (NOA). 8 Complete Ex Parte review. Request any needed verifications or Release of Information via the Medi-Cal Request for Information (MC 355). Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-111

Medi-Cal Customer Enters LTC No Other Aided Person, Continued Overview (continued) Step Action 9 Set a Task for all impacted programs: Task Type: Verif Due. Due Date: 30 calendar days. Long Description: List what verification is due. 10 Send the following LTC notices: Important Notice About Your Medi-Cal Benefits (MC 18) List Property for Sale Persons in Long Term Care (MC 239 W) when the customer: Is in LTC, No longer has intent to return to his/her primary residence, and The property to have a lien is exempt as the primary residence because it cannot be readily converted to cash. 11 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic C-IV Job Aid Medi-Cal Long Term Care (LTC) Long Term Care (LTC)/Board and Care (B&C) Allocation Detail Requested Medi-Cal Types Health Care Programs Handbook (HCPHB) Chapter 1 General, Non-Magi Medi-Cal Budget Calculation Chart Chapter 9 - Property Chapter 12 Pickle Program, Property Chart Chapter 19 Long Term Care Transitional Assistance Department (TAD) Forms Catalog List Property for Sale Persons Living in Long-Term Care (MC 239 W) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-112

MEDS Transactions Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will take certain actions when a customer s case requires a Medi-Cal Eligibility Data System (MEDS) update to be completed via an online MEDS transaction. The following are some case updates which require or may require MEDS transactions: Address change to MEDS only, Issuing Benefit Identification Cards (BICs), Transfer County of responsibility, Establishing eligibility, or Terminating eligibility. Note: Refer to the Address Change and BIC Replacement Task Action Guides (TAGS) for additional instructions regarding these transactions. The following table provides instructions for the appropriate actions to take for MEDS transactions. Step Action 1 Identify the transaction needed, and: If it is An emergency situation (items that need a 24 hour turnaround), Any other action besides an emergency situation (e.g., Replacement BIC), Then Go to Step 2. Go to Step 3. Option: Close call per policy. 2 Complete the MEDS Update Request Auditing (TAD 110 A) form, and: If the emergency request was received by CSC San Bernardino, CSC Hesperia, or CSC Ontario, Then e-mail the TAD 110 A to the CSC TAD 01 Inbox. CSC TAD 33 Inbox. Include the action needed in the e-mail subject line. Example: Establishing eligibility. Continue to Step 4. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-113

MEDS Transaction, Continued References (continued) Step Action 3 Complete the MEDS Update and Medi-Cal Card Request (TAD 110 P) form. Send TAD 110 P to the appropriate district CSC Inbox for follow-up. Example: CSC TAD 26. Include the action needed in the e-mail subject line. Example: Establishing eligibility. Note: When requesting to establish Express Lane eligibility, include the: Appropriate Express Lane aid code, and Effective Date of eligibility. 4 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Note: When any MEDS transactions are e-mailed to the MEDS Coordinator box for assistance, the CSC EW must submit the appropriate form (i.e., the TAD 110 A, Chain MEDS ID Request [TAD 110 M], etc.) instead of the TAD 110 P. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Journal Entry, Creating Searching for Tasks CSC Handbook (CSCHB) Chapter 3 Task Action Guides: BIC Replacement Address Change Express Lane Determination My Easy Desk Source Print Paper Card Request Replacement BIC Transitional Assistance Department (TAD) Forms Catalog TAD 110 P, form and the Forms and Procedures Guide (F&P) TAD 110 M, chain MEDS ID Request TAD 110 A, MEDS Update Request CSCHB #2076 (10/15) TASK ACTION GUIDES 3-114

Non-Authenticated Callers Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, Medi-Cal, and Welfare-to-Work (WTW). Caller authentication actions Non-authenticated callers are customers who call in to the Customer Service Center (CSC) and are not verified by the Interactive Voice Response (IVR) or Visual IVR (VIVR) systems. Callers must be verified by a CSC Eligibility Worker (EW) by providing additional information. The CSC EW will take the following actions to authenticate a caller: Step Action 1 Identify the caller by asking his/her first and last name, ask for spelling if necessary. 2 Determine if the caller is a customer or Authorized Representative (AR). 3 Verify the case information by asking the caller to provide any two of the items below: Case number, Social Security Number (SSN), Date of Birth (DOB), A family member s name and DOB, or Driver s License/Identification number (if in his/her case record). Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-115

Non-Authenticated Callers, Continued Caller authentication actions (continued) Step Action 4 Verify the caller by following the table below, and: If the caller is Then the EW will The customer, Confirm phone contact information, and Ask for his/her Personal Identification Number (PIN), and: An Authorized Representative (AR), If the customer does not Then Know his/her Verbally tell the customer the PIN, PIN, Inform the customer he/she may use the IVR/VIVR systems to create a custom PIN, and Mail a New IVR PIN Letter (IVR 101) if the IVR PIN was reset. Have a PIN, Generate the initial/new PIN, Verbally provide the PIN, and Mail the IVR 101. Note: The EW/Employment Services Specialist (ESS) cannot customize a PIN. The EW/ESS will provide the customer with his/her PIN and then direct him/her to the IVR/VIVR systems to make any custom changes. Review the Case Summary page if he/she is listed as an Additional Correspondence Recipient, or Locate the imaged form(s) authorizing the release of information to a designated person. Note: Callers unable to verify case and caller information or confirm AR status must be advised of the following: Due to confidentiality, he/she will need to obtain the requested information and: Call back, or Go into his/her district office for assistance, or Call the IVR/VIVR systems. 5 Follow the steps outlined in the Identify Theft Case Flag section of this Task Action Guide (TAG) if the C-IV case has an Identify Theft Case Flag. 6 Complete wrap-up: Clear any completed Task(s), E-mail other impacted programs, and Journal all case actions, include customer requesting IVR opt-in if applicable. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-116

Non-Authenticated Callers, Continued Identity Theft Case Flag CSC EWs are required to complete further authentication procedures for IVR/VIVR Authenticated and Non-Authenticated callers if a C-IV case has an Identity Theft Case Flag. EWs will complete the following steps to authenticate the customer s identity when an Identity Theft Case Flag exists: Step Action 1 Authenticate the customer s identity by asking for his/her identity theft password, and: If the customer Provides his/her identity theft password, Does not remember his/her identity theft password, Go to Step 2. Then Ask all three Security Questions, and if: All three questions are answered correctly: Give the customer his/her password, and Go to Step 2. One or more questions are answered incorrectly: Inform the caller/customer he/she must provide two forms of identification in person, Do not provide any confidential information regarding the caller s/customer s case, and Go to Step 3. 2 Assist the customer with request. 3 Locate the Identity Theft Case Flag Journal Template: Human Services (HS) Intranet > Online Tools > Journal Templates. Journal customer authentication and all actions taken. Note: Refer to the Operations & Reference Handbook (ORHB), Chapter J Journals, Tasks and Reminders for complete Identity Theft Case Flag procedures. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Journal Entry, Creating Searching for Tasks ORHB Chapter C Confidentiality Chapter J Journals, Tasks and Reminders Chapter R Personal Identification Number CSCHB #2076 (10/15) TASK ACTION GUIDES 3-117

Non-Compliance Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Eligibility Non- Compliance List page The following are financial penalties and/or sanctions found in the Eligibility Non-Compliance List page in the C-IV system: Child/Medical Support. Drug/Fleeing Felon. The Drug/Fleeing Felon penalty/sanction Type remains on the Eligibility Non-Compliance List page. However, refer to the CalFresh Policy Handbook (CFPHB) and/or CalWORKs Policy Handbook (CWPHB) for drug felon procedures. Failure to Apply for Unemployment Insurance Benefits (UIB). Medi-Cal workers can only inform customers to apply for UIB. Medi-Cal does not deny/discontinue for failure to apply for UIB or State Disability Insurance (SDI). Intentional Program Violator (IPV). Maximum Family Grant (MFG). Procedural Requirements. Welfare to Work (WTW). Voluntary Quit/Strikers. Noncompliance actions The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer calls to inquire about a non-compliance penalty/sanction. Step Action 1 Determine the type of penalty/sanction imposed. 2 Review the following to determine if the customer is in compliance: Eligibility Non-Compliance List page, Case Summary page, Journal entries, Tasks, and Images. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-118

Non-Compliance, Continued Non-compliance actions (continued) Step Action 3 Use the chart below when reviewing penalty/sanction compliance verification: If verification of compliance is... Then... On file, Go to Step 4 for penalties. Go to Step 5 for sanctions. Not on file, Explain the following: Reason for the Non-Compliance, and Requirements to comply, if applicable. Continue to Step 6. Not on file, and Set a Task for all impacted programs: The customer Task Type: Contact Client. states they have Due Date: The following business day. complied, Long Description: Include details of customer inquiry regarding the non-compliance. Continue to Step 6. 4 Use the chart below to determine the actions needed when penalty compliance verification is on file: If the penalty is Then Cleared, Inform the customer of the: Processed action, and New benefit amount, including any supplement issued for the current month, if applicable. Set Task to notify the Employment Services Specialist (ESS) aid is restored to the customer: Task Type: Sanction/Penalty. Due Date: The next business day. Long Description: Penalty lifted. Not cleared, Clear the penalty by: Updating the Non-Compliance Detail page, Run Eligibility Determination and Benefit Calculation (EDBC), Issue any supplements as eligible, and Review/send Notices of Action (NOAs) centrally. Set Task to notify the ESS aid is restored to the customer: Task Type: Sanction/Penalty. Due Date: The next business day. Long Description: Penalty lifted. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-119

Non-Compliance, Continued Non-compliance actions (continued) Step Action 5 Use the chart below to determine the actions needed when sanction compliance verification is on file: If the sanction is Then Cleared, Inform the customer of the: Processed action, and New benefit amount, including any supplement issued for the current month, if applicable. Set Task to notify the ESS aid is restored to the customer: Task Type: Sanction/Penalty. Due Date: The next business day. Long Description: Sanction cured. Not cleared, and Instruct the customer to contact his/her ESS. The ESS has not Set a Task for the ESS to contact the customer: requested the sanction to Task Type: Contact Client. be cured, Due Date: The next business day. Long Description: Include details of customer inquiry regarding the non-compliance. Not cleared, Clear the sanction by: The ESS requested the Updating the Non-Compliance Detail page, sanction to be cured, and Run EDBC, The Time On Aid (TOA) Issue any supplements as eligible, and review has been Review and send NOAs centrally. completed, Set Task to notify the ESS aid is restored to the customer: Task Type: Sanction/Penalty. Due Date: The next business day. Long Description: Sanction cured. Not cleared, Send Personally Identifiable Information (PII) E-mail The ESS requested the sanction to be cured, and Attachment Form (PS 02) to the Time Review Inbox to request a TOA review. The TOA review has not been completed, Indicate in the PS 02 that the response should be sent to the district Master Assignment Queue Note: Aid will not be authorized for a case or an additional adult until the Quality Review Unit (QRU) has completed the TOA review. (MAQ). Provide appropriate MAQ e-mail address. Set Task for assigned ESS and district office to follow up: Task Type: Sanction/Penalty. Due Date: 2 business days. Long Description: Verify TOA has been completed and cure sanction. Note: Review specific program regulations (e.g., time limit review request) and Eligibility Determination and Benefit Calculation (EDBC) hyperlinks when removing penalties/sanctions to ensure correct benefit issuance. Option: Close call per policy. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-120

Non-Compliance, Continued Non-compliance actions (continued) Step Action 6 Complete wrap-up: Clear any completed Task(s), Clear Medi-Cal Eligibility Data System (MEDS) Alerts, E-mail all impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Non-Compliance Sanction, Welfare-to-Work Journal Entry, Creating Searching for Tasks CalWORKs Policy Handbook Chapter 1 Application (CWPHB) Chapter 2 Deprivation Chapter 4 Children and Eligibility Chapter 18 Time Limits CalFresh Policy Handbook Chapter 1 Application (CFPHB) Chapter 9 Reporting Chapter 13 Fraud/QC/Appeals Health Care Programs Chapter 5 MAGI Handbook (HCPHB) Chapter 8 Income Operations & Reference Chapter J Journals, Tasks & Reminders Handbook (ORHB) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-121

On-Demand Interpreter Services Programs The procedures in this section apply to the following programs: California Work Opportunities and Responsibilities to Kids (CalWORKs), CalFresh, Medi-Cal, and Other Health Care Programs. Steps for obtaining an on-demand interpreter The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when an on-demand interpreter is needed: Step Action 1 Determine the customer s language by his/her: Statement, or Language in the C-IV system. Note: To ensure a Spanish Speaking Only (SSO) customer does not experience additional wait time, CSC EWs will not transfer a SSO customer to a Spanish speaking EW. EWs will request an on-demand interpreter and assist the SSO customer with his/her inquiry. Exception: CSC EWs may transfer the call to the SSO queue if the customer s inquiry is outside of the EW s program knowledge. 2 Call a contracted interpreter agency listed in the Contracted interpreter services block of this Task Action Guide (TAG). 3 Provide the following to the interpreter: Agency Access Code, if indicated. EW name and Worker Identification (ID) number. Fax number for invoicing, if requested: San Bernardino and Work@Home: 909-890-0515 Hesperia: 760-949-8325 Ontario: 909-933-6482 Customer s: Case number, or Last name, or Tracker ID from the Call Log Detail page. Note: EW must never provide the customer s last name and case number. 4 Obtain the interpreter s: Name, and Identity Number. 5 Direct the conversation to the customer, not the interpreter. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-122

On-Demand Interpreter Services, Continued Steps for obtaining an on-demand interpreter (continued) Step Action 6 Complete the On-Demand Interpreter Service Confirmation (HS PS 49) after the conclusion of the call. E-mail the HS PS 49 to the HS Interpreter Verifications Inbox to enable the Human Services (HS) Administrative Support Division (ASD) to confirm request and receipt of on-demand interpreter services. Enter <Interpreter Agency Name Date of Service> into the e-mail subject line. 7 Document the following in the Journal or the Call Log Detail page Long Description for Covered California (CA) Transfers: Contracted interpreter services agency name and telephone number, Name and Identity Number of the interpreter, Language need, Date of service, and Duration the interpreter was utilized (begin time and end time of call). Set the Language/Disability/Special Needs Case Flag. Note: See the Translation and interpretation service related Journal entries block of this TAG for additional Journal requirements. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-123

On-Demand Interpreter Services, Continued Contracted interpreter agencies The agencies listed below are contracted with the County of San Bernardino to provide on-demand interpreter services. Agency Languages Telephone Number Access Code Asian American All languages 909-383-0164 None Resource Nights and weekends: Center 909-383-0164 Carmazzi All languages 1-888-549-8957 842741 Global Nights and weekends: Solutions 1-888-452-6543, press 0 Global Ready All languages 1-800-201-1202, Ext. 2 None Hanna Interpreting Services Interpreters Unlimited New World Language Services Nights and weekends: Same as above. All languages 1-855-586-6616 Nights and weekends: Same as above. All languages 1-888-810-0171 Nights and weekends: Same as above. All languages 1-800-799-9916 Nights and weekends: 1-800-799-9916 10663 78947 300300 Interpreter service agency invoice The contracted interpreter services agency may request a fax number to send the invoice for the CSC EW to sign, verifying the use of the service. When the invoice is received, the EW: Compares the invoice to the case Journal or Call Log Detail page, and Signs and returns the invoice to the interpreter agency. For Work@Home EWs, a supervisor will review, sign, and return the invoice on behalf of the Work@Home EW. Problems or complaints The CSC EW will contact the Program Integrity Division (PID) Civil Rights Coordinator at (909) 252-4365 if the EW: Encounters a problem securing an interpreter, or Has/receives a complaint regarding an interpreter. Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-124

On-Demand Interpreter Services, Continued TDD call disconnected The following stages are completed when a Telecommunication Device for the Deaf (TDD) call is disconnected: Stage Description 1 The EW will: Call the Administrative phone number at San Bernardino Transitional Assistance Department (TAD) 01, at 909-252-4801, and Ask for the TDD Office Assistant (OA). Request initiation of a TDD call. Provide the following to the TDD OA: His/her name, Customer s name and phone number. 2 The TDD OA initiates the call to the customer while the CSC EW remains on the line. 3 The EW will: Direct the conversation to the customer, not the TDD OA. Set the Language/Disability/Special Needs Case Flag. Journal all actions taken. TDD call disconnected after hours or on Saturday The CSC EW will complete the following actions when a TDD call is disconnected after hours or on Saturday: Step Action 1 Call the California Relay Service at: 800-735-2922 for English, or 800-855-3000 for Spanish. 2 Enter the customer s 10 digit telephone number when prompted. 3 Provide the following to the Relay Operator: Customer s name, and Type of disability. 4 Direct the conversation to the customer, not the Relay Operator. 5 Set the Language/Disability/Special Needs Case Flag. 6 Journal all actions taken. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-125

On-Demand Interpreter Services, Continued Translation and interpretation service related Journal entries Journal entries regarding translation and interpretation services must document: Customer s acceptance or refusal of forms or other written material offered in the individual s language of preference. If a customer prefers to receive forms in English rather than his/her primary language, the primary language must not be altered to match the language for written material request. The request needs to be documented in the Case Flag Notes and in a Journal entry. Method used for bilingual services: Contracted interpreter agency, Bilingual worker certified, or Customer s friend. The offer by the County to provide an interpreter at no cost and the customer s preference. Release of information obtained when interpreter is anyone other than a County employee. References Refer to the following tools for additional information/instructions. Handbook Operations & Reference Handbook (ORHB) TAD Forms Catalog Chapter Chapter C Rights HS PS 49 form and the Forms and Procedures Guide (F&P) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-126

Outbound Interactive Voice Response (IVR), Opt-In Program These procedures apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will advise the customer of the benefits of opting in to the Outbound IVR system to include: Appointment reminders, and Call notifications, if the customer has not returned his/her SAR 7 Eligibility Status Report (SAR 7) or Transitional Medi-Cal (TMC) Status Report (MC 176 TMC). The CSC EW will complete the following actions when a customer calls and agrees to opt-in to the Outbound IVR: Step Action 1 Verify the phone number: Is correctly listed on Contact Detail page in C-IV, and Will be used to receive Outbound IVR notifications. 2 Click Edit. Select Opt-In from the IVR Consent drop down menu, and Click Save and Return. 3 Reject the generated blank IVR Notification Consent Letter (IVR 100) form. 4 Journal the case action and include the customer s agreement to opt-in to the Outbound IVR. Option: Close call per policy. References Refer to the following tools for additional information/instructions: Handbook or Tool Operations & Reference Handbook (ORHB) C-IV User Guide Chapter/Topic or Title Chapter R, Office Management Interactive Voice Response, Creating IVR Consent CSCHB #2076 (10/15) TASK ACTION GUIDES 3-127

Overpayment/Overissuance Inquiry Programs The Overpayment/Overissuance (OP/OI) procedures included in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), and CalFresh. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer inquires about his/her CalWORKs OP or CalFresh OI: Step Action 1 Identify the program of inquiry. 2 Locate the correct Recovery Account by reviewing: Information located in the Comments section of the Recovery Account Detail page, and Journal entries from related time period. 3 Inform the customer of OP/OI reason, and: If the customer Is interested in starting voluntary repayments/recoupments, Is not interested in starting voluntary repayments/ recoupments, Wants to change his/her repayments/recoupments, or Has other questions, Go to Step 4. Then Complete a Journal entry indicating that the customer was provided an explanation of the option to voluntarily repay the OI/OP. Go to Step 6. Option: Close call per policy. Go to Step 5. 4 Determine which program(s) the customer would like to start voluntary repayments/recoupments, and: If the program is CalWORKs, CalFresh, Then Mail the customer a CalWORKs Request for Voluntary Repayment (CW 2217). Mail the appropriate form based on the OI reason, and: If the OI reason is an Administrative error only, Intentional Program Violation (IPV) only, Inadvertent Household error only, Then mail the... CalFresh Repayment Agreement Administrative Errors Only (CF 377.7 E1). CalFresh Repayment Agreement IPV Only (DFA 377.7G). CalFresh Repayment Agreement Inadvertent Household Errors Only (CF 377.7C). Go to Step 6. Option: Close call per policy. Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-128

Overpayment/Overissuance Inquiry, Continued Overview (continued) Step 5 Obtain the reason for the call, and: Action If the customer Has an: Active case and wants to change his/her recoupment amount, or Closed case and wants to change his/her repayment amount. Note: Customers must not be referred to HS Auditing when they have questions regarding an OI/OP. Then Determine if the request is to increase or decrease the recoup/repayment amount, and: For a(n) Increase in CalFresh recoupments/ repayments, Increase in CalWORKs recoupments/ repayments, Decrease in CalFresh/CalWORKs recoupments/ repayments, Then Complete the applicable sections of the CF 377.7 E1. Mail the CF 377.7 E1 to the customer. Complete the applicable sections of the CW 2217. Mail the CW 2217 to the customer. Explain the County must recoup the amount allowed by regulations and cannot decrease the amount. Has a question regarding the Collection Letter (FIN 107), Has a question that cannot be answered by the CSC EW, Is not satisfied with the explanation, or would like to dispute the OP/OI, Option: Close call per policy. See the CalFresh Policy Handbook (CFPHB) Chapter 10, FIN 107 Collection Letter section for instructions. Consult with an EW III/Eligibility Worker Supervisor (EWS I) and respond to customer. Review the Appeals process with the customer and advise how to file for a hearing. Provide the Appeals Unit contact information if he/she has further questions regarding the appeals process. Telephone number: (909) 252-4365, Toll-Free (800) 952-5253, and/or Telecommunication Device for the Deaf (TDD) (909) 252-4703. Mailing Address: Appeals Unit San Bernardino P.O. Box 1409 San Bernardino, CA 92402 Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-129

Overpayment/Overissuance Inquiry, Continued Overview (continued) Step Action 6 Complete wrap-up: Clear any completed Task(s), E-mail other impacted programs, and Journal all case actions. References Refer to the following tools for additional OP/OI information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Journal Entry, Creating, Recovery Accounts Recovery Account, Setting up (Overpayment, Overissuance) Searching for Tasks CalWORKs Policy Handbook (CWPHB) Chapter 12 Budgeting CFPHB Chapter 10 Budgeting CSCHB #2087 (04/16) TASK ACTION GUIDES 3-130

Pending Applications Inquiry Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, and Medi-Cal. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer calls to inquire about his/her pending application: Step Action 1 Review the following for application status: Case Summary page, Journal, and Tasks. 2 Reference the chart below when the case is pending or denied: If the application is Then Pending, Ensure all requested verification has been provided. Provide the customer the name and phone number of the assigned Intake EW. Send an e-mail to the assigned Worker ID with the: Customer s contact information. Instructions to follow-up on the inquiry. Denied, Inform the customer the: Application has been denied, and Reason. Active, Option: Close call per policy 3 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Note: Reprint and mail locally the denial Notice of Action (NOA), if requested. Inform the customer the Application has been processed, and Amount of benefits issued. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-131

Pending Applications Inquiry, Continued References Refer to the following tools for additional information/instructions: Handbook or Tool Chapter/Topic or Title C-IV User Guide Journal Entry, Creating Searching for Tasks CalWORKs Policy Handbook (CWPHB) Chapter 1 Applications CalFresh Policy Handbook (CFPHB) Chapter 1 Application Health Care Programs Handbook (HCPHB) Chapter 2 Applications CSCHB #2076 (10/15) TASK ACTION GUIDES 3-132

Printing for Work@Home Eligibility Workers (EWs) Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, Medi-Cal, and Other Health Care Programs. Steps for Work@Home EWs to print Customer Service Center (CSC) Work@Home Eligibility Workers (EWs) and designated CSC EWs will complete the following actions when non-c-iv documents need to be mailed to customers: Stage Description 1 The CSC Work@Home EW: Retrieves the required document(s) from the Transitional Assistance Department (TAD) Forms Catalog, Completes all required fields, Attaches non-c-iv document(s) to an e-mail, and: If attaching... One non-c-iv document, Two or more non-c-iv documents, Then the EW... While in the document, clicks: Office Button, Send, and E-mail Send a copy of the document in an e-mail message as an attachment from the drop-down menu. Saves each document to his/her computer, and Clicks, holds and drags each document into the body of the e-mail. Indicates in the body of the e-mail: C-IV forms that need to be generated and/or printed, and All action(s) that must be taken with the attached documents, such as: Print, EW signature, County stamp, and Image. Enters the customer s last name only in the e-mail subject line, Complies with Personally Identifiable Information (PII) policy, Sends e-mail to TAD WorkatHome Mail, Updates the Verification List page in C-IV, if needed, Generates C-IV form(s) (except the Verification Request List [VER 100] or the Request for Verification [CW 2200] and Medi-Cal Request for Information [MC 355]), and saves, as needed, Sets appropriate Task(s) based on projected mailing date, Journals all actions taken, and Deletes all saved non-c-iv documents from his/her computer. Note: When requesting verification, the program will determine which verification form to utilize: CalFresh and CalWORKs programs use the CW 2200, and Medi-Cal uses the VER 100 or MC 355. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-133

Printing for Work@Home Eligibility Workers (EWs), Continued Steps for Work@Home EWs to print (continued) Stage Description 2 The designated CSC EW(s): Checks the TAD Work at Home Mail Inbox at 8:15am, 1:00pm and 3:00pm, Updates the e-mail to Red Category indicating the e-mail is being processed. Completes the following for each attached document: Checks form(s) for completeness, Verifies name(s) matches the C-IV case, and Completes actions indicated in the e-mail. Generates and/or prints C-IV forms as indicated in the e-mail, Mails documents to the customer, Appends the Work@Home EW s Journal entry indicating what actions were completed, and Deletes e-mail once actions are completed. Note: The VER 100, CW 2200, and MC 355 forms will be generated by the CSC EW monitoring the TAD Work at Home Mail Inbox. Setting e-mail category E-mail volume to the TAD Work at Home Mail Inbox may require multiple CSC EWs to monitor the Inbox at the same time. CSC EW(s) monitoring the Inbox will update the e-mail category to indicate the e-mail is being processed by following the steps below: Step Action 1 Opens the e-mail message. 2 Clicks on the Categorize button in the Tags group. 3 Selects Red Category from the drop-down box. Note: Do not rename the Category if prompted. VER 100/ CW 2200 Prior to generating and mailing a VER 100 or CW 2200, the CSC EW monitoring the Inbox must update/verify the Request Date and Due Date on the Verifications Detail page in C-IV. Inbox management Supervisors will designate the CSC EWs who will check and manage the TAD Work at Home Mail Inbox. Workforce Management (WFM) will schedule one or more CSC EWs to monitor the Inbox. These EWs will continue taking phone calls throughout the day when not managing the Inbox. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-134

Printing for Work@Home Eligibility Workers (EWs), Continued References Refer to the following tools for additional information/instructions. Handbook Human Services Policy and Standard Practice Manual (HSPSP) Chapter Section 15 Confidentiality CSCHB #2076 (10/15) TASK ACTION GUIDES 3-135

Remove Person CalWORKs/CalFresh Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), and CalFresh. Remove person actions The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a person must be removed from a CalWORKs/CalFresh, CalWORKs only, CalFresh only, or CalFresh/Medi-Cal case: Step Action 1 Identify the person to be removed from the CalWORKs/CalFresh case. 2 Document the following information in the C-IV Journal: Name, Relationship, Date of change/death (if applicable), and Other details, as appropriate. Option: Close call per policy. 3 Determine which program(s) is affected, and: If the case contains CalWORKs/CalFresh, or CalWORKs only, CalFresh only, or CalFresh/Medi-Cal, Then go to Step 4. 5. Continued on next page CSCHB #2088 (04/16) TASK ACTION GUIDES 3-136

Remove Person CalWORKs/CalFresh, Continued Remove person actions (continued) Step Action 4 Use following chart to determine actions when removing a person from a CalWORKs case, and: If the person being removed is the Payee/Primary Applicant Recipient, Other married parent in the home, Child, Unmarried parent, or Other adult, Then Set appointment in the C-IV Customer Schedule with a Type of: Meeting with Worker. Include the phrase Change of Payee in the Appointment Letter Comments. Generate a blank template Appointment Letter (ADM 102 CIV) within the Template Repository Search: Include the: Name of the adult who will be assuming the case, and Address. Print and send appointment letter locally. Update C-IV with the removed parent s information. Mail the: Request for Verification (CW 2200), Notice and Agreement for Child, Spousal, and Medical Support (CW 2.1 NA), and Support Questionnaire (CW2.1 Q). Set a Task for return. Update the following detail pages, as applicable, to remove the person in C-IV (list not all inclusive): Contact, Household Status, Purchase and Prepare, and Expenses. Go to Step 5. Update the following detail pages, as applicable, to remove the person in C-IV (list not all inclusive): Contact, Household Status, Purchase and Prepare, and Expenses. Go to Step 5. Continued on next page CSCHB #2088 (04/16) TASK ACTION GUIDES 3-137

Remove Person CalWORKs/CalFresh, Continued Remove person actions (continued) Step Action 5 Determine if the report is a mandatory or voluntary mid-period/year report, and update the following C-IV data collection pages, as applicable, to remove the person in C-IV (list not all inclusive): Contact, Household Status, Purchase and Prepare, and Expenses. Note: Voluntary mid-period/year reports of the death of a child requires the child continue to be included as a member of the CalWORKs Assistance Unit (AU) for the month his/her death occurred and the following month. 6 Clear Medi-Cal Eligibility Determination System (MEDS) Alerts. 7 Run EDBC, for month(s) affected to discontinue person, and: If the case is Then go to Step CalWORKs/CalFresh, or 11. CalWORKs only, CalFresh only, 8. CalFresh/Medi-Cal, 11. 8 Research C-IV and MEDS. Determine if the customer is active in Express Lane, and: If Then go to Step Yes, 9. No, 10. 9 Determine the Express Lane discontinuance reason, and: If the discontinuance reason is Then Deceased, Send the Blank Notice of Action form (NA 100 CIV) using the Department of Health Care Services (DHCS) Express Lane discontinuance language as follows: We received notification of the death of <Person s Name>. Go to Step 10. California residency, Send the NA 100 CIV using the Department of Health Care Services (DHCS) Express Lane discontinuance language as follows: You are not a resident of California. Go to Step 10. Any other reason besides deceased or California residency, Do not complete the discontinuance action(s). The customer s name will generate on the Express Lane CalFresh Discs list to be completed by designated staff. Go to Step 11. Continued on next page CSCHB #2088 (04/16) TASK ACTION GUIDES 3-138

Remove Person CalWORKs/CalFresh, Continued Remove person actions (continued) Step Action 10 Request eligibility to be terminated on MEDS by completing a MEDS Update and Medi-Cal Card Request (TAD 110 P) and include the: Reason the person is being terminated is due to loss of CalFresh eligibility, and Effective date to be terminated. 11 Complete the Tax Household Detail page in C-IV while the customer is on the phone. Option: Close call per policy. 12 Complete wrap-up: Clear any completed Task(s), E-mail other impacted programs, and Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Address, Adding a New Appointment, Adding a New Case Name, Edit Contributors, Changing Creating C-IV Tasks Death Deprivation, Adding Household Status, Completing Income Adjustment Income Record, Adding new Amounts to an Existing Journal Entry, Creating Program Member, Discontinuing Searching for Tasks CalFresh Policy Handbook Chapter 1 Application (CFPHB) Chapter 9 Reporting Chapter 12 Deductions/Exclusions CalWORKs Policy Handbook Chapter 1 Applications (CWPHB) Chapter 9 Income Chapter 10 Reporting Chapter 14 Discontinuance Health Care Programs Handbook Chapter 15 Special Programs (HCPHB) Operations & Reference Chapter A Case ID/Location Handbook (ORHB) CSCHB #2088 (04/16) TASK ACTION GUIDES 3-139

Remove Person Medi-Cal Programs The procedures in this section apply to the Medi-Cal program. Overview The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when removing a person from a Medi-Cal case: Step Action 1 Identify the person being removed from the Medi-Cal case. 2 Document the following remove person information in the C-IV Journal: Name, Relationship, Date of change/death (if applicable), and Other details, as appropriate. Option: Close call per policy. 3 Complete the necessary actions to remove the person based on appropriate Medi-Cal policy. 4 Complete the following steps to alert the district office of a remove person action: Step Action 1 Update the Administrative Roles to reflect the current payee in the home (if applicable). 2 Set a Task for Medi-Cal (and other impacted programs): Task Type: Living Arrgmt/HH Chg. Due Date: Next business day. Long Description: Evaluate eligibility for remaining family members. 5 Complete wrap-up: Clear any completed Task(s), and Journal all case actions. Continued on next page CSCHB #2088 (04/16) TASK ACTION GUIDES 3-140

Remove Person Medi-Cal, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Address, Adding a New Appointment, Adding a New Case Name, Edit Contributors, Changing Creating C-IV Tasks Death Deprivation, Adding Expenses, Adding an Expense Generating a MC 355 Household Status, Completing Income Adjustment Income Record, Adding new Amounts to an Existing Journal Entry, Creating Program Member, Discontinuing Searching for Tasks Health Care Program Handbook Chapter 4 Household Composition (HCPHB) Chapter 17 Interim Instructions Operations & Reference Chapter A Case ID/Location Handbook (ORHB) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-141

Sanction Program These procedures apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), and Welfare-to-Work (WTW). Overview When a customer calls to inquire about a WTW sanction on his/her case, the Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions: Step Action 1 Review the case to verify the customer is currently WTW sanctioned. 2 Provide the customer with the sanction reason and effective date based on current C-IV Journal entries. 3 Inform the customer he/she may be eligible to the following supportive services if the sanction is cured: Ancillary (interview clothing, work attire, shoes, etc.), Child Care (CC), and Transportation assistance (gas cards, bus pass, transportation reimbursement, etc.). 4 Transfer the call to the office nearest to where the customer lives to provide him/her with additional information on curing a WTW sanction: District Office WTW Contact Number 29 Palms (760) 361-2335 Adelanto (760) 530-2915 Barstow (760) 957-1494 Colton (909) 421-4002 Del Rosa (909) 475-7147 Fontana (909) 356-3214 Hesperia (760) 956-4008 Needles (760) 326-9289 Ontario (909) 933-6383 Rancho Cucamonga (909) 945-0831 Redlands (909) 335-0673 Rialto (909) 347-1286 San Bernardino 01 (909) 252-4861 San Bernardino 02 (909) 475-2131 Victorville (760) 552-6305 Yucaipa (909) 918-2116 Yucca Valley (760) 228-5368 Option: Close call per policy. 5 Journal all actions taken. Note: Aid will not be authorized for a case or an additional adult (e.g., a sanctioned adult being added back into an Assistance Unit (AU) until a Time On Aid (TOA) review has been completed. Refer to CalWORKs Policy Handbook (CWPHB), Chapter 18 Time Limits, for additional information. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-142

Sanction, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide All Programs C-IV Data Collection Pages Sanction Rescind, Welfare-to-Work Sanction, Welfare-to-Work WTW Noncompliance - Sanctions CalWORKs Policy Handbook Chapter 7, Work Requirements (CWPHB) Chapter 18, Time Limits Operations & Reference Chapter B, Caseload Management Handbook (ORHB) Welfare to Work Policy Handbook Chapter 18, Noncompliance (WTWPHB) CSCHB #2076 (10/15) TASK ACTION GUIDES 3-143

SFIS SFIS Program The Statewide Fingerprint Imaging System (SFIS) procedures apply to the California Work Opportunity and Responsibility to Kids (CalWORKs) program. SFIS referral actions The Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions when a customer must be referred to SFIS: Step Action 1 Refer the customer to be fingerprint imaged by: Completing the Statewide Fingerprint Imaging System Referral (SFIS 15) for the required person in the Assistance Unit (AU), Inform the customer he/she may go to the local Transitional Assistance Department (TAD) district office at any time to complete the SFIS process and must provide a valid photo ID, Set appointment in the Customer Schedule with a Type of: Meeting with Worker, Include the phrase SFIS Required in the Appointment Letter Comments, Print and send letter locally, and Set a Task for 60 days to control for SFIS. Option: Close call per policy. 2 E-mail the SFIS 15 to the district CSC Inbox. Example: CSC TAD 01. Include SFIS in the e-mail subject line. 3 Set a Task for all impacted programs: Task Type: Application. Due Date: 10 calendar days. Long Description: SFIS Referral (Include the name of the adult referred to SFIS, and the date of referral). 4 Complete wrap-up: Clear any completed Task(s), Journal all case actions. References Refer to the following tools for additional information/instructions. Handbook or Tool CalWORKs Policy Handbook (CWPHB) TAD Office Procedures Handbook (TOPHB) Operations & Reference Handbook (ORHB) Chapter/Topic or Title Chapter 1 Applications Chapter 4 Continuing Support Chapter J Journals, Tasks & Reminders CSCHB #2076 (10/15) TASK ACTION GUIDES 3-144

Tasks Introduction A Task is a critical action, with a due date, which is assigned to a(n): Eligibility Worker (EW)/Employment Service Specialist (ESS) associated with a program/case, Master Assignment Queue (MAQ), Collaborator associated with a program/case, or EW/ESS not associated with a program/case, used by supervisors only for workload coverage purposes. Tasks and the Customer Service Center (CSC) Tasks can be found on the Utilities Menu in C-IV and are used to: Inform the EW/ESS of actions needed. Notify the EW/ESS of actions taken by another program worker. Manage future actions for a case or caseload. Note: Before setting a Task, CSC EWs must review all existing Tasks for any similarities. If a similar Task exists for the same case action, a new Task is not required. Task due date Task due dates will be based on Task Type or action required. Manually set Tasks have specific due dates. To determine a Task due date, the EW/ESS will refer to the Manual Task section of the Operations & Reference Handbook (ORHB), Chapter J Journals, Tasks and Reminders, and determine the following: If the Task is set for Return of verification(s), or Customer actions, Review of case, or Case changes, Then the due date is the Working day immediately following/after the customer due date. Actual date the action is required. References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic or Title C-IV User Guide Tasks, Creating Tasks, Searching and Reassigning Tasks, Editing ORHB Chapter J Journals, Tasks & Reminders CSCHB #2076 (10/15) TASK ACTION GUIDES 3-145

Texting Notifications Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), CalFresh, Medi-Cal/Health Care Programs, and Welfare-to-Work (WTW). Overview The C4Yourself Text feature allows customers to receive text messages regarding upcoming case actions. Customer Service Center (CSC) Eligibility Workers (EWs) will complete the following actions when a customer calls to opt-in to Texting Notifications: Step Action 1 Review the customer s cell phone number on the C-IV Contact Detail page. Correct the phone number if applicable. 2 Inform the customer he/she can Opt-In by: Texting C4Y (or C4Y2 for Spanish) to 62315, or Completing and returning the Text Notification Agreement (TEXT 100 CIV) to the district office. Note: Refer to the Operations & Reference Handbook (ORHB), Chapter T e-tools for additional ways a customer may opt-in. 3 Complete the following actions depending on how the customer would like to opt-in, and: If the customer Texts C4Y/C4Y2 and receives a text to confirm enrollment, Texts C4Y/C4Y2 and receives an error message, Wants to opt-in by completing the TEXT 100 CIV, Then the EW will Notify the customer he/she must reply Y to the text message to complete the enrollment process. Refer to the Troubleshooting section of this Task Action Guide (TAG) for instructions. Print and mail the TEXT 100 CIV from the C-IV Template Repository. Instruct the customer to return it to his/her district office. Explain when the form is processed he/she will receive a text to confirm enrollment and he/she must reply Y to complete the enrollment process. Option: Close call per policy. 4 Complete wrap-up: Clear any completed Task(s), Clear Medi-Cal Eligibility Data System (MEDS) Alerts, and Journal all case actions. Continued on next page CSCHB #2088 (04/16) TASK ACTION GUIDES 3-145.1

Texting Notifications, Continued Troubleshooting When texting C4Y/C4Y2 to 62315 or scanning the Quick Response (QR) code on Self-Service Options marketing materials, customers must be on a cell phone which is only associated to them in C-IV. If their phone number is associated to more than one person or is not in C-IV, it will result in the two error messages below and the customer will need to sign up using one of the other two methods (i.e., the worker opting the customer in through C-IV using the TEXT 100 CIV or the customer opting-in through his/her C4Yourself account). EWs will complete the following actions if the customer receives an error message when attempting to opt-in to Texting Notifications: If the error message is Error (UN) occurred. Please contact your worker to sign up. For any questions/help call (877) 410-8829, Error (MP) occurred. Please contact your worker to sign up. For any questions/help call (877) 410-8829, Then The cell number does not exist in the C-IV system. Update the Contact Detail page with current phone number. Have the customer text C4Y (or C4Y2 for Spanish) to 62315, or Mail the customer the TEXT 100 CIV for completion. The cell number is associated to multiple people in the C-IV system. Mail the customer the TEXT 100 CIV for completion. Opt-out CSC EWs will complete the following actions when a customer calls to opt-out of Texting Notifications: Step Action 1 Notify the customer he/she can opt-out by: Texting STOP to the confirmation text message, or Having the county opt them out through C-IV. 2 Complete the following depending upon how the customer chooses to opt-out, and: If the customer chooses to Then Text STOP, Go to Step 3. Have the EW opt them out, Print and mail the Text Notification Cancellation Notice (TEXT 101) from the C-IV Template Repository to the customer. Update the Contact Detail page: Text Message to Opt-Out, and Text Message Status to blank. Go to Step 3. Option: Close call per policy. Continued on next page CSCHB #2088 (04/16) TASK ACTION GUIDES 3-145.2

Texting Notifications, Continued Opt-out (continued) Step Action 3 Complete wrap-up: Clear any completed Task(s), Clear Medi-Cal Eligibility Data System (MEDS) Alerts, and Journal all case actions. References Refer to the following tools for additional Texting Notifications information/instructions. Handbook or Tool ORHB Texting Notifications PowerPoint Chapter/Topic or Title Chapter T e-tools: C4Yourself Text TAD Website > Resources > C4Yourself Information > C4Y Text Messaging CSCHB #2088 (04/16) TASK ACTION GUIDES 3-145.3

Time On Aid Requests 14BOverview When the Customer Service Center (CSC) receives or needs a Time On Aid (TOA) and/or time limit request, the Program Integrity Division (PID) must be contacted to complete the review and ensure accurate information is provided to the customer or the contacting out-of-county/state worker. The CSC Eligibility Worker (EW) must not: Use information provided within C-IV to complete the review. Authorize aid for a case or add an additional adult until the Quality Review Unit (QRU) has completed a TOA review. CSC EWs will use the table below to determine if a TOA request is required. TOA requests are Required, Not required, At the following times When the customer: Is a new State arrival, Indicates/he/she received cash aid in another State or Non-C-IV County, Requests a review, or Transfers from Tribal Transitional Assistance for Needy Families (TANF). Before a penalized customer (e.g., Immunization penalty, School Attendance penalty, etc.) or Welfareto-Work (WTW) sanction cure customer is added back on to his/her case. Note: TOA reviews are not completed for children. TOA process The CSC EW will complete the following process when he/she determines an adult in the Assistance Unit (AU) requires a TOA review. Step Action 1 Send a Personally Identifiable Information (PII) E-mail Attachment Form (PS 02) document to the PID Time Limit Review inbox: Enter <TOA Request> in the subject line. Indicate on the PS 02 the response should be sent to the district Master Assignment Queue (MAQ). Provide appropriate MAQ e-mail address. 2 Journal that a TOA request was completed. Continued on next page CSCHB #2087 (04/16) TASK ACTION GUIDES 3-146

Time On Aid Requests, Continued Out of County/State TOA requests When a request for TOA information for an adult from another county or state is received, the CSC EW will provide the out-of-county/state worker with the contact information of one of the following PID staff members: PID Time Limit Review Staff Member Phone Number Jennie Garcia (909) 252-4209 Tina Kealoha (760) 956-4082 Note: CSC EWs are not to contact PID directly. CSC EWs are to follow the regular TOA process when they have a TOA request. 16BAlternate Out of County/State TOA procedure As an alternate procedure, the CSC EW can send a PS 02 document with a subject line of <Out of County/State Inquiry> to the PID Time Limit Review inbox listing the following details: Caller s name, phone number, fax number, and Mutual customer s name, Social Security Number (SSN) or date of birth, and other county/state case number. TOA reviews involving domestic violence When a CSC EW has a TOA request involving domestic violence, the request must be sent to an Employment Services Specialist (ESS) to determine if good cause can be granted. The ESS will forward his/her findings to the Time Limit Review Inbox. The CSC EW follows the process below when he/she has a TOA request involving domestic violence. Step Action 1 Determine the assigned Employment Services Specialist (ESS). Note: If the WTW program is not assigned to a specific ESS, contact a Supervising Employment Services Specialist I (SESS I) within the assigned Transitional Assistance Department (TAD) district office for ESS contact information. 2 Complete a Personally Identifiable Information (PII) Email Template (PS 03): Request the ESS complete a case review to determine if a customer should be granted good cause due to domestic violence (GC/DV). Advise the ESS that Time Limits must be notified of the WTW findings (whether GC/DV is granted or denied) via the Time Limit Review inbox. 3 E-mail the PS 03 to the ESS. 4 Journal all actions taken. Note: If the customer is already timed out of CalWORKs, the CSC EW must still complete the steps above. Continued on next page CSCHB #2088 (04/16) TASK ACTION GUIDES 3-147

Time On Aid Requests, Continued References Refer to the following tools for additional TOA information/instructions. C-IV User Guide Handbook or Tool California Work Opportunity and Responsibility to Kids (CalWORKs) Policy Handbook (CWPHB) Welfare to Work Policy Handbook (WTWPHB) Chapter/Topic or Title Time Limits, Time On Aid (TOA) Review Chapter 18 Time On Aid Reviews Chapter 6 Domestic Violence/Substance Abuse/Mental Health Services CSCHB #2087 (04/16) TASK ACTION GUIDES 3-148

Tribal Temporary Assistance for Needy Families (TANF) Inquiry Overview When the Customer Service Center (CSC) receives an inquiry regarding applications for Tribal Temporary Assistance for Needy Families (TANF), the CSC Eligibility Worker (EW) will provide the customer with the address and phone number for the Morongo Tribal TANF San Bernardino office. Morongo Tribal TANF Customers interested in the Tribal TANF program can contact Morongo Tribal TANF at: 685 East Carnegie Drive, Suite 100 San Bernardino, CA 92408 (844) 826-3411 Tribal TANF and CalFresh Customers receiving Tribal TANF may be receiving CalFresh. CalFresh is administered through the Transitional Assistance Department (TAD) office in District 02. Tribal TANF customers will be referred to the Tribal TANF liaison when they have questions regarding: Applying for CalFresh, or His/Her active CalFresh case. Note: To locate the current CalFresh Tribal TANF Liaison, refer to the TAD 02 phone list via the Human Services (HS) home web page > Telephone Contacts > TAD Phone Directory > District Phone List. Tribal TANF and Medi-Cal Customers receiving Tribal TANF may be receiving Medi-Cal. Medi-Cal is administered through TAD. Tribal TANF customers receiving Medi-Cal are not assigned to the Tribal TANF Liaison or specialized EWs. CSC EWs will refer to the appropriate Task Action Guide (TAG) based on the customer need. References Refer to the following tools for additional information/instructions. Handbook or Tool CalFresh Policy Handbook (CFPHB) California Work Opportunity and Responsibility to Kids (CalWORKs) Policy Handbook (CWPHB) Chapter/Topic or Title Chapter 8 Income Chapter 14 Transitional CalFresh Chapter 1 Applications Chapter 4 Children and Eligibility Chapter 18 Time Limits CSCHB #2076 (10/15) TASK ACTION GUIDES 3-149

Verbal Re-Evaluation Process Medi-Cal Programs The procedures in this section apply to the Medi-Cal program. Overview Customers may choose to complete the Medi-Cal Re-Evaluation (RE) verbally. If the customer calls the Customer Service Center (CSC) and requests a telephone RE, CSC Eligibility Workers (EWs) will: Step Action 1 Notify the customer the approximate duration of a telephone RE is 60 minutes. Offer all of the Medi-Cal RE appointment times to the customer before scheduling the appointment for one of the predetermined times. Predetermined appointment times include: 9:00 AM, 10:00 AM, 11:00 AM, 1:00 PM, 2:00 PM, and 3:00 PM. Note: Appointments scheduled by the CSC should be made for the next business day to allow for both the customer and the district office time to prepare for the appointment. However, based on customer convenience and end of the month deadlines, next day appointments may not be appropriate. Refer to the Appointment Scheduling Task Action Guide (TAG) for scheduling guidelines. Option: Close call per policy. 2 Schedule the appointment by adding it to the Customer Schedule in C-IV. Select Type: Telephone Interview. Enter appropriate Appointment Letter Comments. Example: To prepare for your interview, refer to the Med-Cal Re-Evaluation Packet and obtain the requested information. Print and mail the appointment letter centrally. 3 Complete wrap-up: Clear any completed Task(s), and Journal all case actions, including: Type of appointment, Date and time of appointment, and Details of the appointment (i.e., telephone RE, etc.). Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-150

Verbal Re-Evaluation Process Medi-Cal, Continued References Refer to the following tools for additional information/instructions. Handbook or Tool C-IV User Guide CSC Handbook (CSCHB) Health Care Programs Handbook (HCPHB) Chapter/Topic or Title Appointments, Adding Chapter 3 Task Action Guides, Appointment Scheduling Chapter 2 - Applications Chapter 18 Re-Evaluations CSCHB #2076 (10/15) TASK ACTION GUIDES 3-151

Work Incentive Nutritional Supplement (WINS) Programs The procedures in this section apply to the following programs: California Work Opportunity and Responsibility to Kids (CalWORKs), and CalFresh. WINS Overview The Work Incentive Nutritional Supplement (WINS) is a monthly $10 food benefit issued to CalFresh only or Transitional CalFresh (TCF) households who meet the work participation requirement with employment. WINS Inquiries When a customer calls to inquire about WINS benefits, the Customer Service Center (CSC) Eligibility Worker (EW) will complete the following actions: Step Action 1 Review the CalFresh Eligibility Determination and Benefit Calculation (EDBC) Summary page to determine if the $10 WINS benefit was approved. Click on the dollar hyperlink next to WINS Amount for information on the: Household Type, Hours of employment per week that are required to meet the household s work participation requirement, Current number of employment hours per week, Household members who are considered Work Eligible Individuals (WEIs), and Employed customer s employer and number of hours he/she is working per week (if applicable). 2 Review the WINS Employer List page for employment and hours being used to determine WINS eligibility (if customer is employed). 3 Explain to the customer the justification for receiving or not receiving WINS benefits. Option: Close call per policy. 4 Complete wrap-up: Clear any completed Task(s). Journal all case actions. Note: The CSC EW will inform customers of the possible negative effect on CalFresh benefits from making a voluntary mid-period report solely in order to receive the WINS benefit. Continued on next page CSCHB #2076 (10/15) TASK ACTION GUIDES 3-152

Work Incentive Nutritional Supplement (WINS), Continued References Refer to the following tools for additional information/instructions. Handbook or Tool Chapter/Topic C-IV User Guide Employment, Adding Employment, Closing Self-Employment, Adding Income Self-Employment, Closing Income WINS, SAR 7/RC WINS, Mid-Period Report CalFresh Policy Handbook (CFPHB) Chapter 6 Work Requirements/ABAWD CalWORKs Policy Handbook Chapter 7 Work Requirements (CWPHB) Transitional Assistance Department (TAD) Forms Catalog TAD WINS 5 Work Incentive Nutritional Supplement (WINS) Desk Guide CSCHB #2076 (10/15) TASK ACTION GUIDES 3-153

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 4 Automated Tools Table of Contents Overview... 4-1 Desk Phone... 4-2 C-IV Soft Phone... 4-4 Supervisor C-IV Soft Phone... 4-10 Visual Interactive Voice Response (VIVR)... 4-10.1 Interactive Voice Response (IVR) Voice Log In... 4-10.4 Not Ready Reason Codes for CSC Staff... 4-11 C-IV Trouble Shooting CalFresh... 4-12 C-IV Trouble Shooting CalWORKs... 4-13 C-IV Trouble Shooting Medi-Cal... 4-14 C-IV Trouble Shooting CalWORKs/CalFresh... 4-16 C-IV Trouble Shooting CalWORKs/Medi-Cal... 4-17 C-IV Trouble Shooting CalWORKs/CalFresh/Medi-Cal... 4-18 Instant Messenger (VyPress) Protocol... 4-21 Personal Computer (PC) and Laptop Trouble Shooting... 4-25 Resetting the Cisco Phone... 4-32 CSCHB #2083 (01/16) TABLE OF CONTENTS PAGE 1 OF 1

Automated Tools Overview Introduction The Customer Service Center (CSC) will utilize various equipment to operate and manage customer calls received via: The Interactive Voice Response (IVR) system, The Visual IVR (VIVR) system, C4Yourself Live Chat, and C4Yourself Call Me. Contents This chapter contains the following topics: Topic See Page Desk Phone 4-2 C-IV Soft Phone 4-4 Supervisor C-IV Soft Phone 4-10 Visual Interactive Voice Response (VIVR) 4-10.1 Interactive Voice Response (IVR) Voice Log In 4-10.4 Not Ready Reason Codes for CSC Staff 4-11 C-IV Trouble Shooting CalFresh 4-12 C-IV Trouble Shooting CalWORKs 4-13 C-IV Trouble Shooting Medi-Cal 4-14 C-IV Trouble Shooting CalWORKs/CalFresh 4-16 C-IV Trouble Shooting CalWORKs/Medi-Cal 4-17 C-IV Trouble Shooting CalWORKs/CalFresh/Medi-Cal 4-18 Instant Messenger (VyPress) Protocol 4-21 Personal Computer (PC) and Laptop Trouble Shooting 4-25 Resetting the Cisco Phone 4-32 CSCHB #2083 (01/16) AUTOMATED TOOLS 4-1

Desk Phone Overview All Customer Service Center (CSC) staff will have his/her own desk phone providing a direct line to the staff member both internally and externally from the CSC. Making a call CSC staff may only utilize his/her desk phone when not receiving customer calls by placing himself/herself in Not Ready status prior to dialing a number using his/her desk phone. To complete a phone call using the desk phone, the CSC EW will dial the following: CSC EW Extension Dial the seven (7) digits CSC EW extension phone number. Internal/external local phone number To call local numbers dial eight (8) then dial the seven (7) digit number. Example: To call 763-4543, dial 87634543. An external line (Long Distance, International calls) To call long distance numbers dial eight (8), one (1), then the ten (10) digit number. Example: To call 909-763-4501, dial 8190976324501. Extension mobility Extension Mobility allows staff to log in to any phone and make it his/her own (i.e., the phone will adopt the logged-in user s phone number and settings). For any personal calls, staff must log into a desk phone using his/her Extension Mobility credentials. Note: Staff must log out from his/her desk phone before taking customer calls. The desk phone cannot be used to log into the C-IV Soft Phone. Agent ID Agent ID is for the C-IV Soft Phone, and it is not related to desk phone. Each CSC EW/Eligibility Worker Supervisor I (EWS I) has his/her own unique Agent ID and password associated with the C-IV Soft phone. The CSC EW must use his/her own Agent ID to log into the C-IV Soft Phone in order to work as a CSC EW. Note: Staff will always use the same Agent ID regardless of the workstation. Before logging into Extension Mobility, the CSC EW must logout from his/her Agent desktop. Continued on next page CSCHB #2075 (11/15) AUTOMATED TOOLS 4-2

Desk Phone, Continued Extension mobility access CSC staff will follow the steps below to log in and out of Extension Mobility: Step Action Screen Shot 1 Press the Services button to start the Extension Mobility log in process. 2 Select Extension-Mobility-B. 3 Enter username. Ten (10) digit personal phone number). Enter passcode. Successful authentication will display the user s personal line details on the phone. Complete personal call. 4 Press the Services button to log out of Extension Mobility, and Select LogOut Extension Mobility. Phone returns to Agent status. Accessing voicemail CSC Staff will access his/her voicemail daily to ensure messages are returned timely, no later than the end of the business day. Please refer to the Operations and Reference Handbook (ORHB), Chapter R Office Management for the County voicemail policy. Staff may access his/her voicemail via: The Messages button found on the Desk Phone, or by Dialing #3700000 internally, or Dialing (909) 763-4699 externally from the CSC. CSCHB #2064 (06/15) AUTOMATED TOOLS 4-3

C-IV Soft Phone Overview The C-IV Soft Phone is a software application that enables Customer Service Center (CSC) staff to control his/her desk phone from his/her computer. The C-IV Soft Phone must be used for the following: Answering a call, Placing a call on hold, and/or Transferring a call. The C-IV Soft Phone is accessed from the computer desktop. When the C-IV Soft Phone is opened, a C-IV web page will open for the user to log in to C-IV. This window cannot be closed unless the C-IV Soft Phone is closed. Logging in/out of the C-IV Soft Phone At the start of each shift, the CSC Eligibility Worker (EW) must be logged in to his/her C-IV Soft Phone and be in Ready status. Throughout the shift, the CSC EW must remain logged in unless he/she is unavailable to take calls. If unavailable, the CSC EW must utilize the Not Ready Reason Codes as listed in this chapter. At the end of his/her shift, the CSC EW will log out of his/her Soft Phone. Selecting Beginning/End of Shift (or any other status) and closing the Soft Phone does not sign an EW out of the system. EWs must always click Sign Out on the Soft Phone before closing the display window at the end of each day. Note: The CSC EW must be in Not-Ready status to logout then pause three to five seconds before clicking Sign Out to allow the system to process the Not Ready status on the central server. C-IV Soft Phone desktop The following illustrates the C-IV Soft Phone desktop as it appears when the CSC EW first logs in: Continued on next page CSCHB #2075 (11/15) AUTOMATED TOOLS 4-4

C-IV Soft Phone, Continued C-IV Once a CSC EW logs in to his/her C-IV Soft Phone, a C-IV web page will open in a browser and display the C-IV Soft Phone desktop. Staff will use his/her normal C-IV log in. The C-IV window cannot be closed unless the C-IV Soft Phone is closed. Call Control bar While logged in to the C-IV Soft Phone, the CSC EW will utilize the Call Control bar to perform the following functions: Log In/Log Out: Connects/disconnects the CSC EW to the C-IV Soft Phone. Dial/Answer/Release: Initiates, connects, or disconnects a call. Ready/Not Ready/Wrap-Up: Sets the CSC EW s status. Hold/Retrieve: Places a caller on hold/off hold. Consult/Conference/Transfer: Connects a caller to a third party. This is only available when a caller is in talking mode. Phone status icons The following phone icons display in the Call Control bar to denote the call s status: Phone Status: Ready Active On Hold Wrap-Up Icon: Continued on next page CSCHB #2075 (11/15) AUTOMATED TOOLS 4-5

C-IV Soft Phone, Continued Status bar While logged in to the C-IV Soft Phone, the CSC EW will utilize the Status bar to provide the following information: Extension/Instrument Number: CSC EW extension number. Agent ID: CSC EW identification number. Agent Status: Status of the CSC EW. Online Status: C-IV Soft Phone online status. Call routing All CSC calls will be routed based on the following guidelines: A call may be received that is not associated with the receiving CSC EW s skill group under following circumstances: If no CSC EW s are logged in for a specific program (California Work Opportunity and Responsibility to Kids [CalWORKs], CalFresh, or Medi-Cal) with a specific language (English/Spanish), the call will be routed to any CSC EW within the same language. A call may be received that is not associated with the CSC EW s language: If no CSC EWs or Eligibility Worker Supervisor Is (EWS Is) are logged in with a specific language (English/Spanish), the call will be routed to the CSC EW who is associated with the program the customer is inquiring about, but in a different language. An EWS I may receive an incoming call from a customer (Not Transfer) under the following circumstances: If no CSC EW s are logged in for a specific language (English/Spanish), the call will be routed to the EWS I who is associated with the program the customer is inquiring about. A call received through the Visual Interactive Voice Response (VIVR) will be assigned to the next available CSC EW. The outbound call is placed from the CSC EW s phone. The CSC EW will hear the line ringing waiting for someone to answer. External calls External calls may be dialed using the C-IV Soft Phone after the CSC EW has placed himself/herself in Not Ready status. Calls may be made: Manually, Using the phone list, or Using the personal list. Note: Staff is not to use the C-IV Soft Phone for personal calls. To make a personal call, staff should follow the Extension Mobility process outlined in this chapter. Continued on next page CSCHB #2083 (01/16) AUTOMATED TOOLS 4-6

C-IV Soft Phone, Continued C-IV screen pop-up When a customer call is connected from both incoming and transferred calls, a C-IV screen pop will be automatically displayed, as well as, a C-IV Case Summary page. The screen pop banner color will change based on whether the caller has been authenticated. If the banner is: Green: The caller has been authenticated. Red: The caller has NOT been authenticated. Blue: The call was received from the Visual Interactive Voice Response (VIVR) system. The screen pop will indicate if the call was authenticated through VIVR: Authenticated = Yes or Authenticated = No. The screen pop contains the following information: Val Flag: Indicates whether the caller has been authenticated or not. Case #: Customer Case Number. Lang: Language the caller chooses. Exit Reason: Displays why the caller contacted the CSC. CVP Time: Displays how long the caller was in the Interactive Voice Response (IVR) with the automated message playing. Primary: Indicates whether the caller is the Primary Applicant on the case. Name: Customer s last name then first name. First Q: Displays how long the caller was in the queue initially prior to connecting the CSC EW. Note: During the call transfer process the user s data would also be transferred from initial CSC EW to the destination CSC EW. Examples The following are examples of soft phone IVR and VIVR pop-up banners. Call Type IVR Authenticated Banner(s) IVR Non- Authenticated VIVR Continued on next page CSCHB #2083 (01/16) AUTOMATED TOOLS 4-7

C-IV Soft Phone, Continued Transferring a call There are three ways a call may be transferred: Direct Transfer Transfers a call to another CSC EW without first speaking to them. Staff will update the Transfer Notes prior to the call transfer. Transfer Notes should indicate: Customer s case number, and If the call was authenticated. Staff should never complete a Direct Transfer to a supervisor. A warm transfer is always completed when a call is transferred to a supervisor. Refer to the Warm transfers section within this chapter for instructions. Consult Involves discussing the call with another CSC staff person prior to transferring the call. The customer is placed on hold during the process. Conference Creates a three way call between the CSC staff person, the caller, and the person dialed. Note: The CSC EW must be in Talking mode to transfer a call. Warm transfers A warm transfer is completed when a CSC EW transfers a customer call to a supervisor or district worker. The purpose of a warm transfer is to: Inform the person receiving the call of the customer s name and intent, Avoid the customer repeating information, and Provide seamless customer service. The CSC EW will complete the following warm transfer steps when a call is transferred to a supervisor or district worker. Step Action Result 1 Click on the Consult button in the Call Control bar. A dial pad, county specific List of Contacts, and Transfer Note will appear. 2 Select the desired call recipient from the List of Contacts or enter a phone number using the dial pad. The Call button on the dial pad turns green. 3 Click Call. The customer is placed on hold while 4 Inform the supervisor/worker of the customer s name and his/her intent or issue. Note: If the supervisor/worker does not answer and the call does not connect to voicemail, the CSC EW may click the Retrieve button in the Call Control bar to disconnect from the number dialed and return to the customer s call. 5 Click the Conference button in the inactive Call Control bar. 6 Announce to the customer that you are transferring the call to (person s name), Verify the call was connected to the supervisor/worker before disconnecting, and Click End to leave the conference. connecting to the number dialed. Once connected to the number dialed, the Call Control bar buttons will appear for both the inactive (customer on hold) and active call (number dialed). Creates a three way call between the CSC EW, the customer, and the person dialed. EW s agent status changes to Wrap-Up. Continued on next page CSCHB #2083 (01/16) AUTOMATED TOOLS 4-8

C-IV Soft Phone, Continued Wrap-Up status Wrap-Up status provides the CSC EW time to complete all actions related to the call work prior to receiving a new customer call. Once a call is completed and disconnected, the CSC EW will be automatically placed in Wrap-Up status. The CSC EW will not receive another call until the Ready button is selected. Sending error reports The CSC EW will click the link Send Error Report on the bottom right of the desktop when encountering an error with the C-IV Soft Phone. This feature captures the background and allows the error to be logged so C-IV can troubleshoot the issue. If the CSC EW encounters an error and does not click the Send Error Report link, it will not be logged as an issue. Note: CSC EWs will also call in a Trouble Ticket when an error occurs. CSCHB #2083 (01/16) AUTOMATED TOOLS 4-9

Supervisor C-IV Soft Phone Overview A Customer Service Center (CSC) Eligibility Worker Supervisor I (EWS I) may use his/her C-IV Soft Phone to complete the following actions: Check Team State, Change a CSC Eligibility Worker (EW) Ready status, Start/Stop Silent Monitoring, Barge In to call, and Intercept a call. Checking team state CSC EWS Is may check the status of all CSC EW s within his/her team by utilizing the Team State box. Changing CSC EW status CSC EWS Is may change the status of any CSC EW within his/her team. EWS Is will only have the capability to change a status from Non-Ready to Ready. If the CSC EW is already in Ready status, the Ready button will be grayed out. Silent monitoring Silent Monitoring is a feature allowing an EWS I to join a CSC EW call with a customer without letting either know the supervisor can hear his/her conversation. The CSC EW and the customer will NOT be able to hear supervisor s voice. Note: The EWS I can only use the silent monitoring feature when the CSC EW is in Talking mode. Barge-In Barge-In is a feature allowing an EWS I to join a call between a CSC EW and a customer. Once a supervisor barges in to the call, the CSC EW and the customer will hear a beep sound, alerting them the supervisor has joined the call. Unlike silent monitoring, the CSC EW and the customer can hear the supervisor s voice and vice versa. It is simply a three way conference call. Intercept Intercept is a feature allowing an EWS I to join a call between a CSC EW and a customer, and forces the CSC EW to be dropped from the call. Note: The EWS I can select the Intercept option when he/she has already barged in to the call, and is in conference mode. Best practice is to advise the CSC EW that he/she will take control of the call, and have the CSC EW drop the call. CSCHB #2075 (11/15) AUTOMATED TOOLS 4-10

Visual Interactive Voice Response (VIVR) Overview Customers calling the Customer Service Center (CSC) Interactive Voice Response (IVR) will be given the option to use Visual IVR (VIVR). VIVR allows customers to access case information and complete requests visually using their smartphone. If VIVR is selected, a text will be sent to the customer s phone with a Uniform Resource Location (URL) link to connect to the VIVR. Once connected, customers can: View office hours and locations, Apply for assistance, Request a PIN, View benefit information, Request forms, Report changes, Take pictures of documents related to specific reported changes (i.e., change of address and household composition) and upload the pictures to their case, Check the status of submitted documents, and Request to speak to a worker. Throughout the VIVR process, customers will be given opportunities to provide feedback, view the Privacy Statement, and speak to an Eligibility Worker (EW). VIVR availability Customers can access case information using VIVR any time of day; however, some functions will not be available after hours. The VIVR will display a message notifying the customer his/her request cannot be completed and he/she must call back or access the VIVR during regular CSC office hours (Monday Friday, 7:30am to 5:30pm). The following options are not available after hours: Speak with an Eligibility Worker (EW), and Report a change of address or change in household composition (for these specific requests, the customer must speak with an EW to complete the process). Note: Customers will be redirected to the regular IVR flow if their smartphone does not support the VIVR functionality or VIVR is currently unavailable. VIVR link Once the VIVR link has been provided, customers do not need to call the IVR phone number each time to access VIVR. The VIVR link will remain active and the customer can save the link to his/her favorites if desired. Customers who lose the link can obtain a new link by calling the IVR and selecting the VIVR option. Continued on next page CSCHB #2075 (11/15) AUTOMATED TOOLS 4-10.1

Visual Interactive Voice Response (VIVR), Continued Authentication Customers who select the Currently Receiving Assistance option will be prompted to enter his/her case number and IVR Personal Identification Number (PIN) in order to access case information and submit requests. By entering a case number and PIN, the customer is considered authenticated; however, not all customers routed back to the IVR system to speak with an EW will have entered a case number and PIN. CSC EWs will follow the table below when he/she receives a call routed through the VIVR, and: If the screen pop indicates... Then the EW will... Authenticated = Yes, Confirm the customer s: Name, and Phone number, and Verify the reported change information (if provided). Refer to Calls Received from the Visual Interactive Voice Response in Chapter 2 of this handbook for full VIVR call handling procedures. Authenticated = No, Complete the existing authentication procedures. Refer to the Non-Authenticated Callers Task Action Guide (TAG) within this handbook for instructions. Note: EWs will also need to complete further authentication procedures if an Identity Theft Case Flag exists on the C-IV case. Refer to Chapter 2 Customer Service Communications within this handbook or the Operations & Reference Handbook (ORHB), Chapter J Journals, Tasks and Reminders for Identity Theft procedures. Reported changes questionnaire Customers reporting an address change or change in household composition will complete a questionnaire through the VIVR system. EWs can access the answers through the Answers tab on the VIVR screen pop. Information must be reviewed with the customer to ensure the answers provided are accurate. Document uploads The VIVR document upload function is only accessible when a customer reports a change in address or household composition. CSC EWs are able to retrieve the uploaded pictures by clicking the Flow tab on the VIVR screen pop. Documents uploaded through VIVR will be available in Content 7.1 within one hour. Uploaded VIVR documents do not create an auto Journal; and unlike a document scanned via the kiosk, VIVR uploads will not create a C-IV Task. Note: If a customer uploads a document unrelated to his/her case, refer to the Operations & Reference Handbook (ORHB), Chapter Q Imaging, for document removal procedures. Continued on next page CSCHB #2082 (04/16) AUTOMATED TOOLS 4-10.2

Visual Interactive Voice Response (VIVR), Continued Screen pop The screen pop for VIVR calls will indicate if the caller is authenticated, as well as, the following: Customer ID, First Name, Last Name, Phone Number, Device Operating System (OS), Language, Answers tab for questions completed for reported changes of: Address, and Household composition, Flow tab for document uploads. Document upload categories include: Birth Certificate, Citizenship Verification, Social Security Card, Income In-Kind, and Other Income. Below is a sample of a VIVR screen pop in which the customer uploaded a picture of birth certificate: CSCHB #2083 (01/16) AUTOMATED TOOLS 4-10.3

Interactive Voice Response (IVR) Voice Log In Introduction Customers calling the Customer Service Center (CSC) Interactive Voice Response (IVR) system can authenticate their identity and access case information two ways: Entering a case number and Personal Identification Number (PIN), or Using the Voice Log In option. Biometric Voice Print (BVP) software allows customers to authenticate into the IVR system using their voice. Customers calling from a phone number known to C-IV with a Voice Log In set up will be prompted to say the phrase my voice is my password, please verify me. A caller s voice is analyzed for hundreds of unique characteristics which are then compared to the voice model created. Once verified, the customer will be routed to the regular IVR call flow. Overview of Voice Log In call flow Customers choosing not to access the Visual Interactive Voice Response (VIVR) system will be routed into the Voice Log In call flow to either: Create a Voice Log In, or Say the passphrase to verify their identity if a Voice Log In was created. The ability to create a Voice Log In occurs at the beginning and end of the IVR call. However, customers may choose to skip the creation of a Voice Log In and enter the regular IVR call flow. A basic overview of the Voice Log In process includes: Customers calling from a phone number known to C-IV with a voice log in set up will be prompted to say the phrase my voice is my password, please verify me. Once verified, the call is routed into the IVR menu where customers can access self-service options or request to speak with an Eligibility Worker (EW). Authenticated customers using their case number and PIN will be prompted to set up their voice log in. The process will take approximately one minute. Customers who are unauthenticated will be given the option to authenticate and set up their Voice Log In which includes entering their case number/social Security Number and PIN. This process takes approximately two minutes. This option can be skipped by following the prompts. Refer to Chapter 2 Customer Service Center Communications for the IVR Voice Log In Call Flow chart. Voice Log In availability Voice Log In is available for Active and Non-Active cases. However, currently Voice Log In is only available for: English and Spanish speaking customers, and The Primary Applicant. Continued on next page CSCHB #2083 (01/16) AUTOMATED TOOLS 4-10.4

Interactive Voice Response (IVR) Voice Log In, Continued Creation of a Voice Log In Customers can set up Voice Log In by calling the CSC (1-877-410-8829) and following the prompts available at the beginning and end of the call. CSC EWs will also offer set up assistance if a customer did not use voice authentication by following the steps outlined in the CSC EW Voice Log In enrollment assistance section within this chapter. The following table provides the basic Voice Log In enrollment process: Stage Description 1 Customer: Selects option to complete the Voice Log In set up. Enters his/her: Seven digit case number, and Four digit IVR PIN. 2 System notifies customer to: Speak clearly and loudly, and Be in a location with little or no background noise. 3 Customer: Speaks the phrase: My voice is my password, please verify me. Presses the pound key when he/she finishes speaking. 4 System: Prompts and records the customer s phrase a total of three times to complete the voice model. Notifies the customer: The voice set up is complete, and On future calls the customer can use his/her voice for faster access to benefit and case information. Continued on next page CSCHB #2083 (01/16) AUTOMATED TOOLS 4-10.5

Interactive Voice Response (IVR) Voice Log In, Continued CSC EW Voice Log In enrollment assistance CSC EWs will offer Voice Log In set up assistance at the end of every call not authenticated using Voice Log In. If the customer does not have an existing Voice Log In and wishes to enroll, the CSC EWs will: Connect the call to Voice Log In, Enter the customer s case number and IVR PIN, and Disconnect from the call so the customer can complete the process of recording his/her Voice Log In. EWs will complete the following steps to transfer the customer to the Voice Log In enrollment menu: Step Action Screen Shot 1 Click the Consult button to transfer the call. 2 Type in the transfer number **3682, or Scroll down the list of contacts to find VB Enroll with associated number **3682. Dial **3682 Or scroll down to find VB Enroll 3 Press the green Call button to initiate the call tramsfer into the enrollment application. 4 Place the call into a Conference to notify the customer of what will happen next, Enter the case number and PIN for the customer into the system, and Disconnect from call. Continued on next page CSCHB #2083 (01/16) AUTOMATED TOOLS 4-10.6

Interactive Voice Response (IVR) Voice Log In, Continued Informing the customer of Voice Log In CSC EWs will inform customers of Voice Log In capability at the end of the call if the customer did not authenticate using his/her voice. District office EWs and Employment Services Specialist (ESSs) will inform customers about the Voice Log In capability at: Intake/Orientation, Re-Evaluation/Recertification (RE/RC), and Any other contact the customer has with the EW/ESS. Benefits of Voice Log In Voice Log In functionality provides the following benefits for customers and Transitional Assistance Department (TAD) staff: Benefit Heightened security. Faster log in and access to benefit and case information. Ability to access selfservice options, receive benefit information, and request forms. Reduction of calls routed to an EW. Ease of set up. Description Eliminates potential case information breaches: Voices have over 3,000 recognition points. Software analyzes voice patterns and recognizes consistencies in an individual s voice (including accents and speech impediments). BVP is the same type of voice recognition software used by the Federal Bureau of Investigation. It is not the same software used by cell phone applications. Voice authentication is enabled only if customer first enters their case number and PIN then creates a Voice Log In voice model. The customer doesn t need to remember or find his/her case number or PIN when calling. Speaking the passphrase is faster than entering case number and PIN. Customers must authenticate into the IVR to receive the full self-service option menu (i.e., accessing benefit information, requesting a status report, etc.). If Voice Log In is enabled, it will prompt the customer to log in before routing the call to the IVR menu. Calls for benefit amounts and status report requests will reduce because the customer can access self-service options through the authenticated IVR. Set up takes only one to two minutes. Reduces multiple IVR PIN requests. Reduces calls/requests for new IVR PINs because the customer doesn t need to remember the passphrase. The system will prompt the customer to say: My voice is my password, please verify me. CSCHB #2083 (01/16) AUTOMATED TOOLS 4-10.7

Not Ready Reason Codes for CSC Staff Not ready reason codes The following Reason Codes will be utilized by all Customer Service Center (CSC) staff to identify his/her status when not in Ready mode during his/her normal work schedule: Not Ready Reason Description Schedule Codes Not Ready - Break All scheduled break periods. Not Ready - Lunch Not Ready - Beginning/End of Shift Not Ready - Unavailable Not Ready - Meeting Scheduled lunch breaks. Not used for San Bernardino County. Miscellaneous reason to be off the phone. For example: restroom, printer, supplies, etc. All approved meetings. Note: User must log off for any offsite meeting activity codes. N/A N/A Not Ready - Training Not Ready Outbound Call Not Ready - Coaching/Mentoring Not Ready - Casework/Processing Not Ready Technical Issues Not Ready - Drill Log Off All scheduled Online Training or Onsite Training activities. Note: User must log off for any offsite training activity codes. Use when making or right before making an Outbound Call through the C-IV Soft Phone. All scheduled Coaching/Mentoring activities. Use when scheduled for Casework/Processing activities. Note: Overtime Casework is used for completing casework prior to CSC hours. Staff should be in Ready status for normal Overtime. Use when experiencing technical issues with the computer or phone equipment. Use during Drill activities such as fire drill, emergency evacuation, or other similar situations. Log off the C-IV Soft Phone for all offsite activities, even if planning to return later in the day. N/A CSCHB #2075 (11/15) AUTOMATED TOOLS 4-11

C-IV Trouble Shooting CalFresh CalFresh The table below provides instructions for trouble shooting common C-IV data entry problems encountered in the CalFresh program. These instructions are intended to augment program handbook and C-IV User Guide instructions. Problem Solution Relevant C-IV Pages Denied/discontinued no application for required person. Check required entries are made and begin dates are for the application date or prior. Purchase and Prepare List Ineligible student aided for CalFresh. Student working more than twenty (20) hrs/week not being aided. Ensure School Attendance and Employment List pages have been updated. Check to ensure Hours/Week are input correctly. School Attendance List Employment List Employment List CSCHB #2064 (06/15) AUTOMATED TOOLS 4-12

C-IV Trouble Shooting CalWORKs CalWORKs The table below provides instructions for trouble shooting common C-IV data entry problems encountered in the California Work Opportunity and Responsibility to Kids (CalWORKs) program. These instructions are intended to augment program handbook and C-IV User Guide instructions. Problem Solution Relevant C-IV Pages Assistance Unit (AU) Verify time limit entries are Time Limits Summary member determined ineligible correct an appeal may be filed if customer disputes the determination. Denied No Deprivation Make sure all relationships are correctly established Relationship List Incorrect Program Role Maximum Family Grant (MFG) child being aided and verified. Eligibility Non-Compliance record created for a person who should be Financially Responsible Included (FRI) or Financially Responsible Excluded (FRE). MFG child must be identified and the begin date must match the MFG child's date of birth. Eligibility Non- Compliance List Eligibility Non- Compliance List School Attendance Status List CSCHB #2064 (06/15) AUTOMATED TOOLS 4-13

C-IV Trouble Shooting Medi-Cal Medi-Cal The table below provides instructions for trouble shooting common C-IV data entry problems encountered in the Medi-Cal program (Modified Adjusted Gross Income [MAGI] and Non-MAGI). These instructions are intended to augment program handbook and C-IV User Guide instructions. For complete instructions, refer to the Health Care Programs Handbook (HCPHB), Chapter 17 Interim Procedures, Troubleshooting section. Problem Customer not receiving Board and Care deduction A student without Satisfactory Immigration Status (SIS) receiving full scope benefits when he/she should be receiving restricted benefits Customer not receiving Long Term Care (LTC) aid code Customer not screened for Pickle, or Pickle determination is incorrect Non-MAGI/ MAGI Non-MAGI only MAGI, and Non-MAGI Non-MAGI only Non-MAGI only Denied/discontinued MAGI, and Non-MAGI Excluded child who failed to provide income is receiving an allocation from the parent Non-MAGI only Solution Ensure Living Arrangement List entry has been completed with the correct Living Arrangement Type and Arrival Date. No entry should be entered for students without satisfactory immigration status. Ensure the Requested Medi-Cal Type has been changed to LTC. Note: The LTC Medi-Cal type is not changed for customers on a MAGI aid code. Ensure all the Pickle Eligibility questions have been answered correctly for the aged, blind, or disabled individual. Note: MAGI evaluation is not completed on a Pickle customer. Ensure all entries are correct and verified: Medical Condition Date of Birth Relationship A non-compliance entry needs to be entered for the child for failing to provide income verification. Relevant C-IV Pages Living Arrangement List School Attendance Status Detail Citizenship Detail Medi-Cal Detail Income List Income Used by Eligibility Determination and Benefit Calculation (EDBC) Medical Condition List Individual Demographics Relationship List Non-Compliance Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-14

C-IV Trouble Shooting Medi-Cal, Continued Medi-Cal (continued) Problem Excluded Stepparent being counted in the Maximum Family Budget Unit (MFBU); income/property used in EDBC No Aged, Blind, Disabled (ABD) deductions Property is being allocated incorrectly in the Sneede Mini Budget Units (MBUs) Voluntarily Excluded Unmarried Father (UMF) in the case and his income/property is used in the case Non-MAGI/ MAGI Solution Non-MAGI only A non-compliance entry needs to be entered for the Spouse of the Excluded Medi-Cal Step Parent, and Household Status Medi-Cal Exception entry of "Excluded Step Parent" needs to be entered. Non-MAGI only Check Medical Condition and ensure all entries are correct and verified. Non-MAGI only Make sure relationships are correctly established. N/A Ensure "insufficient info" is entered into the 100 Hr. rule when the UMF is excluded. Relevant C-IV Pages Non-Compliance List Household Status Medical Condition List Property List Relationship List Unemployment Deprivation List CSCHB #2064 (06/15) AUTOMATED TOOLS 4-15

C-IV Trouble Shooting CalWORKs/CalFresh CalWORKs/ CalFresh The table below provides instructions for trouble shooting common C-IV data entry problems encountered in joint CalFresh/California Work Opportunity and Responsibility to Kids (CalWORKs) program. These instructions are intended to augment program handbook and C-IV User Guide instructions. Problem Solution Relevant C-IV Pages Customer homeless, but Ensure Living Arrangement List entry Living Arrangement List CalWORKs discontinuance did not open Transitional CalFresh (TCF) case has been completed with the correct Living Arrangement Type and Arrival Date. Income use in EDBC is Make sure the Re-Certification (RC) Case Summary fluctuating Incorrect Program Role Incorrect proration Incorrect reporting type The CalWORKs case discontinued correctly, but the TCF case did not open month and submit months are correct. Ensure Birth Country on Individual Demographics Detail page is correct. Error can also be caused by incorrect INS Document or Section Code on Citizenship Status Detail page. All persons including ineligible citizens and Supplemental Security Income/State Supplementary Payment (SSI/SSP) persons must be listed as contributors. Check the Migrant Seasonal Farm Worker field is answered correctly. Check Other Program Assistance List and end date any open CalWORKs entry. Individual Demographics List Citizenship Status List Expense List Residency List Case Summary Other Program Assistance List CSCHB #2064 (06/15) AUTOMATED TOOLS 4-16

C-IV Trouble Shooting CalWORKs/Medi-Cal CalWORKs/ Medi-Cal The table below provides instructions for trouble shooting common C-IV data entry problems encountered in joint California Work Opportunity and Responsibility to Kids (CalWORKs)/Medi-Cal programs. These instructions are intended to augment program handbook and C-IV User Guide instructions. Problem Solution Relevant C-IV Pages Child under 19 not screened Make sure the Expected School Attendance List CalWORKs only Completion Date is correct. Denied No Deprivation Make sure absent parent is Household Status List CalWORKs only Permanently Out of the Home. Denied - No Deprivation Make sure the incapacity is Medical Condition List (incapacity deprivation) CalWORKs only documented. Denied No Deprivation (only child Make sure the Pregnancy List Pregnancy List is unborn) CalWORKs only Denied No Eligible Child (absence deprivation) CalWORKs only Denied Medicare Premium Payment Programs (MPPP) benefits Non-Modified Adjusted Gross Income (MAGI) only Denied/discontinued (no linkage) CalWORKs only Incorrect Assistance Unit AU/Medi-Cal Family Budget Unit (MFBU)/Tax Household/Family Budget Unit (FBU) Incorrect Scope of benefits (restricted vs. full scope benefits). Receives incorrect benefits (unemployment deprivation) CalWORKs only page is correct. Make sure parents have parental control of children. Make sure Medicare List page is complete and the proper entries (Type, Values, Begin and End dates) are made. Check for a complete and correct pregnancy entry. Note: If benefit month is two (2) months past the Due Date, C-IV batch Eligibility Determination Benefit Calculations (EDBCs) will ignore pregnancy record. Check for a complete and correct pregnancy entry. Note: If benefit month is two (2) months past the Due Date, C-IV batch EDBCs will ignore pregnancy record. The United States Citizenship and Immigration Service (USCIS) adjustment date may be incorrect for visa symbols R16, S16, S26, W16, W26, and W36. Make sure unemployment is documented. Relationship List Medicare List Pregnancy List Pregnancy List Citizenship Status List Unemployment Deprivation List CSCHB #2064 (06/15) AUTOMATED TOOLS 4-17

C-IV Trouble Shooting CalWORKs/CalFresh/Medi-Cal CalWORKs/ CalFresh/ Medi-Cal The table below provides instructions for trouble shooting common C-IV data entry problems encountered in joint California Work Opportunity and Responsibility to Kids (CalWORKs)/CalFresh/Medi-Cal programs. These instructions are intended to augment program handbook and C-IV User Guide instructions. Problem Solution Relevant C-IV Pages Make sure the Customer Options entries Customer Options List are correct. Assistance Unit (AU)/ Medi-Cal Family Budget Unit (MFBU)/Tax Household member determined ineligible Denied or discontinued. Denied/discontinued no application for required person. (Cash Based Medi-Cal Only) Denied/discontinued for being aided on another case. Did not get the Medicare deduction in the budget. Note: For Modified Adjusted Gross Income (MAGI) Medi-Cal companion cases, follow district office procedures for completion of case actions. Check the Residency Detail page is completed correctly. Note: For MAGI Medi-Cal companion cases, follow district office procedures for completion of case actions. Make sure required persons have been added to the program with the correct Application Date and beginning date of aid. If Eligibility Determination Benefit Calculations (EDBC) results include a person not listed on the Case Summary, check the Hide Person entries are correct. Note: Ensure all persons associated to the case are pended prior to running EDBC. Verify all relationships are completed correctly and parental control has been assigned. Review the Begin /End Date and determine if correct. Make sure the proper entries for Medicare is complete (Part, Payments, Begin and End dates). Note: For Medi-Cal the instructions above only apply to Non-MAGI Medi-Cal cases. Residency List Program Person Detail Purchase and Prepare List Household Status List Hide Person Relationship List Other Program Assistance List Medicare List Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-18

C-IV Trouble Shooting CalWORKs/CalFresh/Medi-Cal, Continued CalWORKs/CalFresh/Medi-Cal (continued) Problem Solution Relevant C-IV Pages Make sure income is entered correctly. Income List EDBC shows incorrect calculation, or Incorrect results, or Income inherited from another program EDBC cannot be run. Excess income used/income inherited from another program Income not used correctly (partial amount used or not used at all) Incorrect allocation Incorrect AU/MFBU/Tax Household/Family Budget Unit (FBU) Note: CalWORKs/CalFresh, check the Eligibility Status Report (SAR 7) for anticipated income. Ensure each person has a Vital Statistics record completed. Note: For MAGI Medi-Cal companion cases, follow district office procedures for completion of case actions. Make sure income separation rules are applied correctly. Make sure Begin Date/End Date is correct. Make sure the correct Supplemental Security Income/State Supplementary Payment (SSI/SSP), Net Earned Income, and Net Unearned Income are entered correctly. Verify all relationships are completed correctly and parental control has been assigned. Vital Statistics List Income List Income List Other Program Assistance List Relationship List Incorrect Program Role Make sure the Birth Country is correct. Citizenship List Vital Statistics List Incorrect property determination - property not being used correctly in EDBC Make sure property is identified correctly, listed appropriately, and uses the correct Begin Date/End Date. Property List For Medi-Cal this only applies to Non- MAGI only cases. Note: C-IV will discontinue case next Payment Period if CalWORKs/CalFresh has excessive property entered mid-period. Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-19

C-IV Trouble Shooting CalWORKs/CalFresh/Medi-Cal, Continued CalWORKs/CalFresh/Medi-Cal (continued) Problem Solution Relevant C-IV Pages Incorrect Scope of Check Vital Statistics: Vital Statistics List benefits (restricted vs. full scope benefits) Make sure all fields are completed correctly, and the Date Provided entry is correct. Incorrectly denied - Mandatory/Optional rules Note: For Medi-Cal cases workers may need to check California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS) to determine what the customer entered as his/her status. Check application or effective date for In the Home status. Check the Begin Date for everyone who purchases and prepares together. Make sure all required persons have been added to the program. Check the Application Date and beginning date of aid Household Status List Purchase and Prepare List Program Detail, Program Person Detail Program Detail, Program Person Detail CSCHB #2064 (06/15) AUTOMATED TOOLS 4-20

Instant Messenger (Vypress) Protocol Overview The Customer Service Center (CSC) identified the need for better communication within the CSC. As a result, the Vypress instant messaging system was installed on all CSC workstations. Messaging capabilities allow instant communication to occur between Workforce Management (WFM), Eligibility Worker Supervisor Is (EWS Is), and CSC Eligibility Workers (EWs). Communication WFM and EWS Is utilize Vypress to send short messages and announcements that pop up on other WMF, EWS I, and EW computer screens. The following are examples of the types of messages that can be sent: Supervisor call in the queue. Long wrap up or unavailable time. Checking on a worker who hasn t logged in for the day. Communication when e-mail is not working. Set-up All CSC staff is required to have Vypress open and ready to receive messages. Staff will follow the directions in the table below to set up Vypress: Step Action Screen Shot 1 Locate the Vypress icon by clicking on the double-up arrows located in the taskbar next to the time and date on the Windows taskbar. 2 Click on the Vypress icon to launch the application. Note: The icon will change to: are unread messages in Vypress., if there 3 Pin the messenger to the taskbar by completing the following steps while Vypress is open: Right-click on the minimized Vypress icon within the taskbar, and Select Pin this program to taskbar. Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-21

Instant Messenger (Vypress) Protocol, Continued Set-up (continued) Step Action Screen Shot 4 Set up Vypress to have new messages automatically pop-up on the screen by completing the following steps: Open Vypress (see Step 1 above) Click View on the menu bar, and Select Pop up on message receipt. 5 Click minimize when closing Vypress, always instead of close. Note: Closing Vypress will prevent popups from coming up when new messages are received. Sending and receiving capabilities The table below displays by staff role/position, the sending and receiving capabilities of Vypress: Staff Role/Position Send Feature Receive Feature WFM X X EWS I X X EW X Messaging address and adding contacts to Vypress In order for all users to add a contact to Vypress, a messaging address must be created which includes the workstation identification number. Check with WFM to determine if the address already exists. If not follow the instructions below. Step Action 1 Obtain the workstation ID number from the workstation for which an address is needed. The workstation ID number is on the white tag on top of each computer and starts with a 36 e.g., 36095W7456 2 Add the following to each workstation ID to create the messaging address: Note: The completed address should read: vimp:36095w7456.c36.c-iv.net Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-22

Instant Messenger (Vypress) Protocol, Continued Adding messaging addresses To add the messaging address to contacts, follow the instructions in the table below: Step Action 1 Open Vypress. 2 Click the Address Book icon. 3 Click the Add New User icon. 4 Enter the full name of the person in the Nickname box. 5 Fill in the complete messaging address in the Address box. 6 Click the Add button. 7 Click Close to exit. Screen Shot Sending an instant message To send an instant message, WFM and EWS Is will follow the instructions in the table below: Step Action Screen Shot 1 Choose an address from the Address Drop List. 2 Type message in area below the Address Drop List. 3 Click the Send Message button. Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-23

Instant Messenger (Vypress) Protocol, Continued Replying to an instant message To reply to an instant message, follow the instructions in the table below: Step Action Screen Shot 1 Type a reply message above the message of the user to whom you are responding. 2 Click the Send Message button. CSCHB #2064 (06/15) AUTOMATED TOOLS 4-24

Personal Computer (PC) and Laptop Trouble Shooting Overview This Personal Computer (PC) and Laptop Trouble Shooting section has been created to provide basic trouble shooting instructions and guidelines for Customer Service Center (CSC) office and Work@Home staff to use when experiencing problems with any of the following: PC, Laptop, Hardware, or Network. Definitions The following are commonly used terms within this handbook section: Term Internet Service Provider (ISP) Network Interface Card (NIC) Router Service Set Identifier (SSID) C-IV Soft Phone Definition A company that supplies connectivity access to the Internet. Companies include Verizon, Time Warner, DIRECTV, etc. Allows a Personal Computer (PC)/laptop to connect to the Internet. Device used by an ISP to give the user access to a network. The name of the wireless network. Allows the user to identify and connect to the correct wireless network. A software application enabling CSC staff to control his/her Cisco Soft Phone from his/her computer. Continued on next page CSCHB #2075 (11/15) AUTOMATED TOOLS 4-25

Personal Computer (PC) and Laptop Trouble Shooting, Continued Network connection issues Network connection issues include the inability to connect to the Internet, e-mail, and/or shared folders. When experiencing network connection issues, follow the steps below to attempt to establish a network connection prior to calling the Help Desk: Step Action 1 Attempt to access other applications, such as the Internet, shared folders, and documents. 2 Inquire if other users are experiencing network connection issues: Work@Home Eligibility Workers (EWs) will call the on-call supervisor. If other users are not experiencing issues, go to Step 3. CSC office staff will ask co-workers. If other users are not experiencing issues, go to Step 6. 3 Check the router for the following: All lights are on (usually green) and flickering. If any light is a different color, not flickering, or not lit: Turn off the router. Wait thirty (30) seconds. Turn on the router. All cables are securely connected: Power cable from outlet to router. Data cable from router to laptop. 4 Verify the wireless Network Interface Card (NIC) is enabled on the laptop: Small switch located on the front or side, or Green light at the data cable connection site. 5 Refresh the network connection if Steps 1 through 4 fail to restore the network connection by turning everything: Off in the following order: Laptop, Docking station, Router, then Surge protector. On in reverse order: Surge protector, Router, Docking station, then Laptop. 6 Refresh the network connection if Steps 1 and 2 fail to restore the network connection by turning everything: Off in the following order: PC, then Surge protector. On in reverse order: Surge protector, then PC. Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-26

Personal Computer (PC) and Laptop Trouble Shooting, Continued Hardware issues Hardware issues include a PC/laptop that will not boot up/turn on or is frozen (not responsive). When experiencing hardware issues, follow the steps below to attempt to resolve the issue prior to calling the Help Desk: Step Action 1 Verify all power cables are securely connected from: Outlet to surge protector. Surge protector to PC or laptop docking station. 2 Verify the laptop (Work@Home EWs): Is secured on the docking station, and Router are turned on, then Go to Step 4. Verify the PC (office staff): Is turned on, and Go to Step 5. 4 Verify hardware components are not overheating by: Keeping the docking station and laptop clear and unobstructed. Making sure the fan is running (listen to laptop). 5 Shut everything down and contact the Information Technology & Support Division (ITSD) to replace the surge protector if the surge protector is hot. Software program Help feature The software program Help feature can be a very useful tool. When experiencing problems with a specific software program, users should check the Help feature to attempt to resolve the problem. The Help feature: Is usually located at the top of the software program menu bar, Appears as the word Help or a question mark ( ), and Provides how-to explanations and solutions to common problems. Documenting issues Sharing the exact problem is critical to the Help Desk determining a solution. Users will document a detailed description of the problem, including: The exact wording of any and all error messages, Screen shots showing the error message/problem, If the hardware/software has ever worked correctly, Any other hardware/software issues, and/or The time the problem occurs (randomly or at specific times). Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-27

Personal Computer (PC) and Laptop Trouble Shooting, Continued Taking a screen shot Screen shots are very useful tools to the Help Desk when trying to diagnose a computer problem. Follow the steps below to capture a screen shot of error messages or any other examples of the current problem: Step Action Result 1 Click on the Windows Start button, and Select: All Programs. Accessories. Snipping Tool. 2 Click on the drop-down arrow right of the New button, and Select the desired snipping tool: Rectangular Snip Click and drag the crosshairs around the area to be captured. Window Snip Select the window to be captured. Full-screen Snip A screen shot of both monitors is captured the moment this selection is made. 3 Click: File. Save As. 4 Select desired location to save the image. Edit the File name field, if desired. Select JPEG file from the Save as type drop-down box. 5 Click the X in the upper right-hand corner of the Snipping Tool window. Note: The JPEG image screen shot can be attached to an e-mail: As a stand-alone file, or Pasted into a Word document. Snipping Tool window appears. Snipping Tool window appears with the desired screen shot. Save As window appears on top of the Snipping Tool window. Save As window closes. Screen shot image is saved as a Joint Photographic Experts Group (JPEG). Snipping Tool window closes. Exception: The image should be pasted into a Word document and sent in an encrypted e-mail if it contains any Personally Identifiable Information (PII). Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-28

Personal Computer (PC) and Laptop Trouble Shooting, Continued Which Help Desk do I call? Use the table below to determine which Help Desk to call based on the problem: Component Problem Call Human Services (HS) network Outlook e-mail Unable to connect to intranet web applications (handbooks, Knowledge Database [KD], Transitional Assistance [TAD] website). Outlook will not open/respond. Cannot send/receive email. Internet Unable to connect to any internet ITSD sites (Kelly Blue Book, Medi-Cal Eligibility Data System (MEDS), state websites) Supervisor Cell Phone County-issued cell phone is not operating as expected. C-IV hardware Laptop, docking station or Cisco Phone is not operating as expected. Internet Service Provider (ISP) Unable to connect to ISP. network C-IV system C-IV system is not operating as C-IV expected. Customer Service Center (CSC) software NICE Agent or C-IV Soft Phone is not operating as expected. Help Desk phone number PC and laptop users can reach the Help Desk at (909) 383-3440, selecting option: 0 for ITSD, or 1 for C-IV. Regular PC/laptop maintenance One way to prevent PC/laptop trouble is to perform regular maintenance as outlined below: Clean the PC/laptop and vacuum the keyboard monthly. Use proper materials to clean the Liquid-Crystal Display (LCD) monitor: Canned air is usually the best cleaning option. Use a slightly dampened cloth if necessary. Never use water or liquid directly on the screen. Continued on next page CSCHB #2075 (11/15) AUTOMATED TOOLS 4-29

Personal Computer (PC) and Laptop Trouble Shooting, Continued Tips for common PC/laptop issues Below are additional trouble shooting tips to resolve common PC/laptop issues: If the problem is All programs on the screen are frozen, and the Keyboard and mouse are not responding, A program stops working, or Freezes up, Then Tap on the Num Lock key located on the right side of the keyboard above the number 7. Observe the Num Lock light. If it: Goes off and on, wait a few more minutes. The PC/laptop may respond. Does not go off and on, the PC/laptop is completely locked up. Reboot the PC/laptop following the steps in the Rebooting the PC/laptop block in this handbook section. Close the current window: Press ALT + F4, or Right click on the Windows Taskbar, and: Select Start Task Manager, In the Applications tab, click on any programs with a Status of Not responding, and Click on the End Task button. Note: Do not click on any other tabs in the Task Manager. Blue screen appears, or Reboot the PC/laptop following the steps in the Rebooting the PC/laptop block in this handbook Keyboard is frozen, section. There is no sound, Double click on the speaker icon ( ) on the Windows Taskbar. In the audio controls dialog box: Click on the speaker to unmute, or Increase the volume. A website is not Clear Internet Explorer browser history: operating as expected, Click on Tools. Select Internet Options from the drop-down menu. In the Browsing History section: Check Delete browsing history on exit, and Click on Delete. In the Delete Browser History dialog box, verify check marks appear in the boxes next to: Temporary Internet files, Cookies, and History. Click Delete. Click OK. Continued on next page CSCHB #2064 (06/15) AUTOMATED TOOLS 4-30

Personal Computer (PC) and Laptop Trouble Shooting, Continued Rebooting the PC/laptop PC and laptop users will follow the steps below to reboot the PC/laptop when indicated in the Tips for common PC/laptop issues: Press and hold down the Power button for five seconds. After the PC/laptop powers off, press the Power button, and Select Start Normally when the screen appears asking how to restart. PC dos and don ts PC and laptop users will adhere to the Do and Don t guidelines outlined below: Do Document the detailed description of any PC/laptop problem and the exact wording of any and all error messages. Screen shots are invaluable to the Help Desk in determining a solution. Remember Google is a very useful tool. Many times answers are right at your fingertips. A quick search will not hurt. Ask for help if you need it (other workers, an EWS I, or Help Desk). Remember things happen. Be calm and analyze situations. Ensure the PC/laptop has plenty of ventilation. Keep the PC/laptop away from direct sunlight exposure. Store important files, emails and data on a server or in SharePoint if possible. Servers and SharePoint files are backed up regularly; computer hard drives are not. Don t Eat or drink while at the PC/laptop. Water and food particles can damage the PC/laptop. Use public wireless networks as they are not secure. Even if you can see other Wireless Networks, NEVER connect to them! Open the PC s case unless you are instructed to do so and remember to first turn it off and unplug it. Use a media card or a thumb drive. Open unexpected email attachments. Download unknown software from the internet. Change the SSID (name of wireless network) for your wireless router unless instructed to do so. Blame yourself when the computer crashes. It is a tool and will, at times, fail to work properly. CSCHB #2064 (06/15) AUTOMATED TOOLS 4-31

Resetting the Cisco Phone Overview This section contains instructions for resetting the Cisco Phone. The Cisco Phone is a multi-line desk phone used by Customer Service Center (CSC) staff. Soft Phone The C-IV Soft Phone is a software application that enables CSC staff to control his/her Cisco Phone from his/her computer. When to reset the Cisco Phone The Cisco Phone needs to be reset when any of the following occurs while logged in to the C-IV Soft Phone: Calls cannot be transferred, Call is disconnected unexpectedly, A pop-up error message is received, The user s State is changed unexpectedly, The customer cannot be heard, There is a strange noise coming through the Cisco Phone, The Agent Status cannot be changed, or The C-IV Soft Phone does not operate as expected. Note: CSC staff will also call in a Trouble Ticket after resetting the phone. Resetting the Cisco Phone When the Cisco Phone needs to be reset, follow the steps below: Step Action 1 Close the C-IV Soft Phone application. 2 Press the Settings button. 3 Press # : The Cisco name and logo appear on the Cisco Phone screen. Once the reset is complete, the home screen appears similar to the illustration below. 4 Open and sign on to the C-IV Soft Phone application. Settings button CSCHB #2075 (11/15) AUTOMATED TOOLS 4-32

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 5 Quality Assurance RESERVED FOR FUTURE USE CSCHB #2001 (08/11) QUALITY ASSURANCE PAGE 1 OF 1

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 6 Key Performance Indicators Table of Contents Overview... 6-1 Definitions... 6-2 Center Level Metrics... 6-3 CSCHB #2066 (05/15) TABLE OF CONTENTS PAGE 1 OF 1

Key Performance Indicators Overview Introduction Key Performance Indicators (KPIs) are quantifiable measurements that reflect the critical success factors of the Customer Service Center (CSC). Based on measurements established in advance, KPIs act as an indicator of progress towards the goal of the organization and provide executives, managers, and supervisors with a high-level real-time view of the CSC. Contents This chapter contains the following topics: Topic See Page Definitions 6-2 Center Level Metrics 6-3 CSCHB #2066 (05/15) KEY PERFORMANCE INDICATORS 6-1

Definitions Definitions The following are commonly used terms within the Customer Service Center (CSC) regarding Key Performance Indicators (KPIs): Accessibility: The degree to which the CSC is available to customers. Agent Occupancy: The percentage of available to handle calls compared to time actually spent working on calls. Agent Utilization: The sum of an Eligibility Worker s (EW s) customer facing time expressed as a percentage of the worker s total scheduled time (talk + hold + outbound + wrap)/(total hours scheduled). Average Abandon Rate (ABA): The percentage of calls placed in the queue that hang up before reaching an EW. Average Handle Time (AHT): The amount of time an EW spends in talk time plus wrap up time handling a customer transaction. Average Quality Result: The average quality result earned on all observed calls. Includes all results from the supervisors and EW III s. Average Quality Score: The average quality result earned on all observed calls. Includes scores from the Quality Assurance (QA) team and supervisors, and both remote and side by side observations. Average Speed of Answer (ASA): The average time in the queue of all calls. Efficiency: The capability of the CSC to produce a specific outcome effectively with a minimum amount of waste, expense, or unnecessary effort. Forecast Accuracy Index: Measurement comparing actual Full Time Equivalent (FTE) required to meet service levels to the forecasted FTE hours required to meet service levels. Full Time Equivalent (FTE): A scheduling term whereby the number of scheduled hours is divided by the hours in a full work week. Key Performance Indicator (KPI): A quantifiable measurement, established in advance, that reflects the critical success factor(s) of the CSC. Number of calls handled: The number of calls received and handled by EWs. Schedule Adherence: How closely the EW adhered to the assigned schedule, as measured by minutes of adherence divided by minutes scheduled. Scheduling Accuracy Index: Measurement comparing actual FTE hours scheduled to the forecasted FTE hours required. Service Level (SL): The percentage of calls answered within a specified number of seconds. Service Quality: The degree to which the CSC is able to provide a satisfactory customer experience based on defined standards. CSCHB #2066 (05/15) KEY PERFORMANCE INDICATORS 6-2

Center Level Metrics Introduction Key Performance Indicators (KPIs) are used to define and measure the progress of the Customer Service Center (CSC) toward its customer service and efficiency goals. Accessibility of the CSC The following Center Level Metrics are designed to measure the accessibility of the CSC for customers: Service Level (SL) Goal: 80% of calls answered in five minutes or less. Average Speed of Answer (ASA) Goal: Five minutes. Average Abandon Rate (ABA) Goal: <10%. Efficiency of the CSC The following Center Level Metrics are designed to measure the efficiency of the CSC: Number of calls handled Goal: No goal has been established for this metric. Number of calls handled will be reviewed daily at the center, queue (program), team, and agent level. Average Handle Time (AHT) Goal: No goal has been established for this metric. Average handle time will be reviewed daily at the center, queue (program), team, and agent level. Significant increases or decreases in AHT will be investigated to identify the cause. Average Quality Score Goal: Consistently Meets Expectations. Agent Occupancy Goal: No goal has been established for this metric. Agent Occupancy will be reviewed daily at the CSC, queue (program), team, and Eligibility Worker (EW) level. Agent Utilization Goal: 60%. Schedule Adherence Goal: 90%. Average Quality Result: The average quality result earned on all observed calls. Includes all results from the supervisors and EW III s. Effectiveness of the WFM team The following Center Level Metrics (along with Schedule Adherence) are designed to measure the effectiveness of the Workforce Management (WFM) team: Forecast Accuracy Index Goal: No goal set at this time. Scheduling Accuracy Index Goal: No goal set at this time. Continued on next page CSCHB #2090 (04/16) KEY PERFORMANCE INDICATORS 6-3

Center Level Metrics, Continued Supervisor responsibilities Eligibility Worker Supervisor Is (EWS Is) are responsible to utilize KPIs and review the work/calls of his/her staff. EWS Is will follow up on any documented concerns; such as, but not limited to: Long handle times, Excessive hold times, Number of calls handled, Customer Satisfaction Survey data, and Error trends. CSCHB #2066 (05/15) KEY PERFORMANCE INDICATORS 6-4

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 7 Reports Table of Contents Overview... 7-1 General Information... 7-2 Supervisory Reports..7-3 CSCHB #2074 (10/15) TABLE OF CONTENTS PAGE 1 OF 1

Overview Introduction The Customer Service Center (CSC) management team will use reports to track, measure, analyze, and report data on specific outcomes. These reports will be used to evaluate whether goals and service levels are being met and to monitor staff performance. Purpose This chapter provides a guide to reports specifically used by CSC managers and supervisors. The reports are generated and available in the following web-based systems and software applications: NICE Perform, IEX Supervisor WebStation, and egain. Report usage and expectations Reports are a vital tool for staff and management to use to monitor Key Performance Indicators (KPI). The expectation is reports are reviewed weekly or monthly, as prescribed, to evaluate the accessibility, efficiency, and effectiveness of the CSC. In this chapter This chapter contains the following information: Topic See Page Overview 7-1 General Information 7-2 Supervisory Reports 7-3 CSCHB #2092 (05/16) REPORTS 7-1

General Information Overview Reports are important for reviewing and analyzing staff s productivity and achievement of Key Performance Indicators (KPIs). Reports come from several different sources in order to obtain maximum information regarding productivity, customer service, and agent adherence to KPIs. NICE Perform NICE Perform is the software application system that records call audio and video. This allows for call screening and monitoring which is used in reviewing an agent s case actions and customer service skills. IEX NICE IEX WebStation is a software application for use by agents, supervisors, and Workforce Management (WFM) to view schedules, statistics, and complete management requested reports by worker, unit, or district office, such as: Adherence, Agent Detail, Time Utilization, Agent Profile, Conformance, WFM Daily Forecast, And others as desired. Note: For assistance in generating reports, field definitions, etc., the NICE IEX handbook is available as a Help link on the top right corner of the screen. To access report specific information, use the following click path: Help Report Manager GuideReport Manager MenuSelect desired report egain EGain is the main web-based reporting system used by WFM and the source of the Agent Performance Report used by supervision. WFM can use egain to create the following types of reports: On Demand, Scheduled, and Dashboard/wallboard. Generated reports can be printed and/or exported as a Word, Excel, or Adobe Portable Document Format (PDF) and saved to the user s personal folder. CSCHB #2092 (05/16) REPORTS 7-2

Supervisory Reports Overview This section details reports used by management and supervisory staff at the Customer Service Center (CSC). Adherence report Description: The Adherence Report enables supervisors to better manage the CSC by allowing them to generate a report showing the percentage of the workday agents adhere to their daily schedule. Purpose: To determine if the agent is meeting the 90% standard for adherence to his/her daily schedule. This standard exists to ensure adequate phone coverage in order to achieve the highest possible service level. User: Eligibility Worker Supervisor I (EWS I), Workforce Management (WFM), and District Manager (DM). When to pull: Supervisors pull the report for the preceding month by the 15 th of the current month. The report can pulled on an as needed basis at any point during the month as a management tool. WFM pulls the report daily to monitor staff which has signed-on in excess of ten minutes after the assigned start time in order to correctly identify staff as tardy. Supervisor Expectation: 90% daily schedule adherence is expected in accordance with CSC policy. Worker Expectation: Maintain a minimum of 90% schedule adherence daily. Location: NICE IEX WebStation Reports Adherence The Supervisor will follow the steps listed below to create an Adherence Report for his/her unit: Step Action 1 Select Report by Agent from the drop-down. 2 Select Agent Data from drop-down. 3 Select C36 Supervisor from drop-down. 4 Select Supervisor name. 5 Select Agents from left side then click the right pointing arrow to add them to right side Include in report. 6 Click on Absolute Dates radio button. 7 Enter the Start and End dates of your report. 8 Click the check boxes under Report Parameters for: Details by day, and Chart (optional). 9 Click the Agent radio button. 10 Click the Include variance section check box if details are needed. (optional) 11 Choose the Agent name (Asc) from the box on the left side (Sort options), then click the right facing arrow to place it in the Sort order box on the right side. 12 Click Generate at the bottom of the page. Continued on next page CSCHB #2074 (10/15) REPORTS 7-3

Supervisory Reports, Continued Examplecreating an adherence report The following examples illustrate the steps for creating an Adherence report: Continued on next page CSCHB #2074 (10/15) REPORTS 7-4

Supervisory Reports, Continued Examplefinalized Adherence report The example below illustrates the finalized Adherence report: Continued on next page CSCHB #2074 (10/15) REPORTS 7-5

Supervisory Reports, Continued Agent Detail report Description: The Agent Detail Report provides agent statistics for calls handled including, but not limited to, the following: Contacts handled Average wrap time Average talk time Average handle time Outbound contacts Purpose: To provide monthly statistics for each agent. User: EWS I, WFM, and DM. When to pull: Supervisor compiles all information for the preceding month by the 15 th of the current month. Supervisor Expectation: Identify individual performance and trends of the agent against: His/her own prior monthly performance, and Overall performance of the CSC. Identify: Averages of the CSC and Any variance (above or below) from the averages. Worker Expectation: Keep a record of, and provide verification as requested for, any variance from the CSC averages. Location: NICE IEX WebStation Reports Agent Detail The Supervisor will follow the steps listed below to create an Agent Detail Report for his/her unit: Step Action 1 Select Report by Agent from the drop-down. 2 Select Agent Data from drop-down. 3 Select C36 Supervisor from drop-down. 4 Select Supervisor name. 5 Select Agents from left side then click the right pointing arrow to add them to right side Include in report. 6 Click on Absolute Dates radio button. 7 Enter the Start and End dates of your report. 8 Click the check box under Report Parameters for Details by day. 9 Click Revised radio button under Data. 10 Click the radio button under Time Format for HHHH:MM:SS. 11 Click the check box for Page break between agents. 12 Choose the Agent names (Asc) from the box on the left side (Sort options), then click the right facing arrow to place it in the Sort order box on the right side. Continued on next page CSCHB #2074 (10/15) REPORTS 7-6

Supervisory Reports, Continued Examplecreating an Agent Detail report The following examples illustrate the steps for creating an Agent Detail report: Continued on next page CSCHB #2074 (10/15) REPORTS 7-7

Supervisory Reports, Continued Examplefinalized Agent Detail report The example below illustrates the finalized Agent Detail report: Real Time Agent State Description: The Real Time Agent State Report allows management to view the live, real-time status of an agent. Purpose: To manage staff in real time. User: Eligibility Worker Supervisor I (EWS I), Workforce Management (WFM), and District Manager (DM). When to pull: Supervisors can generate the report in real-time throughout the day. WFM periodically generates reports to assist in monitoring staff. Supervisor Expectation: Coach efficiency and encourage staff to improve average handle time and maximize productivity while maintaining customer service. Worker Expectation: Respond to supervisor with reasons why the worker was in a particular state for a certain amount of time. Location: egain Real Time Reports Real Time Agent State The Supervisor will follow the steps listed below to create a Real Time Agent Report for his/her unit: Step Action 1 Click on Show All under C36 Reports 2 Click on Real Time Agent State Sup View 3 Click on the double arrow in the top right corner of the screen to bring up the list of all agents. 4 Select a group from the drop-down to select your own or another supervisor s team. 5 Leave CICM in the Equipment drop-down. 6 Select a Sorting option in the Sort On field. 7 Select a Sort Order. 8 Click on View Report. Continued on next page CSCHB #2092 (05/16) REPORTS 7-8

Supervisory Reports, Continued Examplecreating a Real Time Agent State report The following examples illustrate the steps for creating a Real Time Agent State report: Continued on next page CSCHB #2074 (10/15) REPORTS 7-9

Supervisory Reports, Continued Examplefinalized Real Time Agent State report The example below illustrates the finalized Real Time Agent State report: Additional Reports CSC supervisors may use a variety of on-demand reports from egain and NICE IEX Webstation to effectively evaluate his/her staff s performance. These reports are not mandatory, but are to be used as a tool to enhance training and/or corrective action needs and may be used independently or in conjunction with mandatory reports. Examples of additional reports include, but are not limited to: Conformance (NICE IEX WebStation) Tracks the amount of time scheduled vs amount of time taken in a particular activity. WebStation Schedule Changes (NICE IEX WebStation) Tracks the number of schedule changes requested. CSCHB #2092 (05/16) REPORTS 7-10

CUSTOMER SERVICE CENTER HANDBOOK CHAPTER 8 Workforce Management Table of Contents Overview... 8-1 Definitions... 8-2 Workforce Management General... 8-3 Workforce Management Procedures... 8-5 Service Level Escalation Plan... 8-7 Schedule Activity Codes... 8-8 CSCHB #2070 (07/15) TABLE OF CONTENTS PAGE 1 OF 1

Workforce Management Overview Introduction This chapter contains information on Workforce Management (WFM) and the daily operations of the Customer Service Center (CSC). Contents This chapter contains the following topics: Topic See Page Definitions 8-2 Workforce Management General 8-3 Workforce Management Procedures 8-5 Service Level Escalation Plan 8-7 Schedule Activity Codes 8-8 CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-1

Definitions Introduction This section provides definitions for specific Workforce Management (WFM) terms. Definitions The following are commonly used terms within the Customer Service Center (CSC) regarding WFM: Workforce Management: Team of Staff Analysts responsible for ensuring Customer Service Center (CSC) service level goals are met. Forecast Accuracy Index: Measurement comparing actual Full Time Equivalent (FTE) hours required to meet service levels to the forecasted FTE hours required to meet service levels. Scheduling Accuracy Index: Measurement comparing actual FTE hours scheduled to the forecasted FTE hours required. Schedule Adherence: A measure of an employee s adherence to his/her assigned work schedule. CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-2

Workforce Management General Introduction This section contains information regarding general Workforce Management (WFM) policies regarding the Customer Service Center (CSC). Objectives of WFM The primary objective of the WFM team is to ensure customer service level goals are met. This will be accomplished by: Anticipating any changes which would cause an increase in customer inquiries. Forecasting the required number of Eligibility Workers (EWs) needed for increased call volume. Informing management of additional resource needs. Ensuring EWs with the appropriate skill set are available for incoming calls. Monitoring call queues: Daily/hourly to ensure proper coverage, and For future statistical planning purposes. Example: The WFM team monitors the call queue and determines when additional EWs are needed to answer calls. WFM informs management of the staffing need; as a result, management requests a supervisor postpone his/her unit staff meeting until call volume decreases. WFM team The WFM team consists of four Staff Analysts assigned specifically to the CSC to monitor, schedule, and report CSC productivity. Continued on next page CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-3

Workforce Management General, Continued Responsibilities Each member of the WFM team will have specific duties and objectives which must be met on a daily basis to ensure success of the CSC. The following table describes the necessary responsibilities of the WFM team: Operation Responsibility Program Management Oversee WFM operations. Collaborate with leadership regarding the CSC. Maintain staff skill profiles within the following systems: C-IV, egain, and IEX. Provide feedback and follow-up regarding: CSC success, Areas for improvement, and A need for additional resources. Application Support and Respond to technical issues impacting CSC operations. Configuration Determine needed software functionality changes. Identify and implement necessary system controls. E-mail unresolved technical problems to the C-IV Help Desk via the Trouble Ticket process. Process Improvement Understand CSC performance and operations. Implement, administer, and track Corrective Action Plans. Provide regular meetings regarding changes and training. Assist leadership in meeting set deadlines, expectations, and benchmark goals. Monitor performance. Identify and regulate staff balancing/coverage. County Performance Reporting Capture and analyze necessary data for reports. Generate and publish reports from the reporting system. Identify error trends and propose Corrective Action Plans to improve performance. Training Create and maintain WFM process training. Provide training to CSC staff as needed. Daily Operations Forecasting upcoming staffing needs and CSC demands. Complete necessary scheduling/coverage needs. Monitor CSC daily performance and make adjustments/improvements as they arise. Compile needed reports to communicate performance to leadership and staff. CSCHB #2092 (05/16) WORKFORCE MANAGEMENT 8-4

Workforce Management Procedures Introduction The following section provides information regarding the core steps involved in effective Workforce Management (WFM) operations. Forecasting The WFM team is responsible for forecasting upcoming staffing needs and meeting appropriate service levels. To accomplish this the WFM team must complete the following: Generate short and long-term forecasts based on previous call volumes and trends. Include additional factors such as: Program changes, Vacation/holidays, Trainings, and Meetings. Update factors in IEX for short-term forecasts. Forecast call types to assist in providing adequate coverage. Create and distribute a: Monthly Access Plan, and Monthly Action Plan. Provide feedback to leadership and staff regarding performance and upcoming Customer Service Center (CSC) demands. Monthly Access and Action Plans The following plans must be generated monthly and distributed to the CSC leadership: The Monthly Access Plan is a plan designed to describe: How much work can be handled with the expected service level, and The percent of answered calls for that month. The Monthly Action Plan includes what actions will be taken to meet Access Plan goals. Continued on next page CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-5

Workforce Management Procedures, Continued Scheduling and Coverage All CSC Eligibility Workers (EWs) must be scheduled appropriately to ensure phone coverage according to service demands. The WFM team is responsible for scheduling and must complete the following: Prepare schedules based on: Projected service demands, Schedule preferences (meetings, trainings, etc.), and Team forecasts. Update the IEX system to include all staffing details. Generate schedules within the IEX program. Complete any coverage adjustment as needed. Daily monitoring The WFM team will monitor all CSC daily activities and complete the objectives below: Monitor, analyze, and evaluate CSC performance. Review daily plans and forecasting reports. Analyze daily call trends and staff coverage, and make adjustments as needed. Communicate results with CSC leadership, including: Provide service improvement recommendations, and Implement Service Level Escalation Plan, as needed. Track daily trends and performance goals for: Future forecasts, and Scheduling/coverage. Update daily plan in IEX for any mid-day schedule/coverage adjustments. Reports and follow up To ensure appropriate communication between the WFM team and CSC management, the WFM team will complete and escalate the following reports to analyze staff performance and service demands: Compile CSC data reports by analyzing and looking for trends across all processes, Manage exception codes and determine code trends versus work performance, and Conduct CSC performance assessments. Note: See Chapter 7 Reports within this handbook for additional information regarding reports and tracking responsibilities. CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-6

Service Level Escalation Plan Introduction This section contains information of the Customer Service Center (CSC) Service Level Escalation Plan. Service Level Escalation Plan The Service Level Escalation Plan is a plan designed to assist the Workforce Management (WFM) team in meeting increased call volumes and service demands. The three levels of the plan are: Green Manage Operational Efficiency, Yellow Heightened Alert, and Red All Hands on Deck. Green Manage Operational Efficiency The Green Manage Operational Efficiency level is where the CSC service level is greater than or equal to 80% for the day. The WFM team will closely monitor efficiency and review any changes, trends, and forecasts to minimize the risk of a decline in the service level. Yellow Heightened Alert The Yellow Heightened Alert level is where the service level drops below 80% for two or more intervals. The WFM team will: Notify CSC management of the yellow status, Modify schedules for phone coverage, Review use of Not Ready codes, and Work with supervisors to ensure schedule adherence. In addition, worker breaks, meetings, and trainings may be postponed to assist in bringing service levels back to an acceptable status. Note: Refer to the Schedule Activity Code List section in this chapter for a list of Not Ready codes. Red All Hands on Deck The Red All Hands on Deck level is when the CSC service level has dropped below 80% for four or more intervals, or there are a significant number of queue calls (greater than 50% of total staffed workers). In addition to the actions taken in the yellow status, the WFM team will advise available Supervisors (not currently in the Supervisor queue) to log into the worker queue and receive General Inquiry (GI) calls. In the event the red status continues, the WFM team will: Inform the Deputy Director (DD) and Director of the red status, and Instruct the following staff to accept GI calls in the worker queue: Half of the supervisors in the Supervisor queue, and District Managers (DMs). CSCHB #2091 (04/16) WORKFORCE MANAGEMENT 8-7

Schedule Activity Codes Introduction This section contains information regarding schedule activity codes and schedule adherence. Schedule activity codes Schedule activity codes will be used by the Workforce Management (WFM) team in the Customer Service Center (CSC) to record detailed changes to Eligibility Worker (EW) and Eligibility Worker Supervisor I (EWS I) schedules. Schedule activity codes provide a greater level of detail than Not Ready codes as to why an employee may be unavailable to take customer calls. Additionally, activity codes enable the WFM team to provide detailed reporting to management regarding time spent on any activity code or activity code group (i.e. the total amount of time spent on training). This information can provide added insight into overall CSC performance. Note: Activity Codes will be entered into IEX by the WFM team. Scheduled activity information Information about any scheduled activity may be provided to WFM team by the: EW, EWS I, District Manager (DM), or Deputy Director (DD). Schedule adherence Schedule activity codes can influence schedule adherence results. Adherence is a measure of an employee s adherence to his/her assigned work schedule. An employee is considered out of adherence if he/she does not execute his/her arrival, break, lunch, and end time (or any other scheduled events) exactly as scheduled. Worker adherence is critical for achieving service level objectives. Accurate tracking of scheduled activities will allow the CSC to have an accurate view of schedule adherence. Approved schedule activities will not negatively impact adherence measurements. Continued on next page CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-8

Schedule Activity Codes, Continued Schedule Activity Code List Schedule activity codes are ranked on the Schedule Activity Code List under the Priority column to indicate which codes take priority over other schedule codes (the lower numbers take priority over higher numbers). The term Agent in the following table refers to the staff member (EWs, EWS Is, etc.) using the Cisco Finesse phone system. The table below lists the schedule activity codes used by the CSC: Icon Priority Description Finesse Computer Telephony Integration (CTI) Agent Status Suggested Scheduling Use Needed to be in Adherence N/A Closed Signed out. Hours outside of work schedule. N/A Open Signed in and in: Phone time. Ready, Talking, Wrap-Up, Work Not Ready, Logged In, or Calls On Hold status. 9 Lunch Signed in and in Lunch time. Not Ready Lunch status. 9 Break Signed in and in Break time. Not Ready Break status. 6 Sick Time Signed out. Same day reports of illness. 6 Sick Time Family Signed out. Same day or planned reports of agent s family illness. 6 Sick Planned Signed out Agent or agent s family has planned doctor s appointment or other planned illness. 6 Vacation Signed out. Agent has a planned vacation. Scheduled 6 Vacation Unscheduled 6 Vacation Not Recommended (NR) 6 Pre-Approved Time Off 15 Promotional Opportunity Signed out. Signed out. Signed out. Signed out. 24 Overtime Signed in and in: Ready, Talking, Wrap-Up, Work Not Ready, or Calls On Hold status. Agent has an unplanned vacation, such as morning call out. Planned Agent vacations that are not recommended by WFM. Any pre-approved time off. Time given for any promotional opportunities (testing, interviews, etc.). Overtime on phones. Continued on next page CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-9

Schedule Activity Codes, Continued Schedule Activity Code List (continued) Icon Priority Description 24 Overtime (Closed) 18 Overtime Casework 18 Casework/ Processing Finesse Computer Telephony Integration (CTI) Agent Status Needed to be in Adherence Signed out. Signed in and in Not Ready Casework/Processing status. Signed in and in Not Ready Casework/Processing status. Suggested Scheduling Use Overtime off phones. Overtime where the agent is needed signed in to phones but processing casework. Agent is in office and signed in to phones but processing casework. Agent has break room 15 Break Room Signed in and in Duties Not Ready Meeting status. cleaning duties. 15 Ergonomic Signed out. Agent has an ergonomic Assessment assessment. 15 Jury Duty Signed out. Agent has jury duty. 15 Meeting with a Signed in and in Agent has a meeting with a Manager Not Ready-Meeting status. Manager. 15 Meeting with a Signed in and in Agent has a meeting with a Supervisor Not Ready Meeting status. Supervisor. 15 Offsite Meeting Signed out. Agent has an offsite meeting. 15 Onsite Meeting Signed in and in Agent has an onsite meeting. Not Ready Meeting status. 15 Onsite Meeting Signed out. (Closed) Agent has an onsite meeting but can sign out for the meeting. 15 Offsite Training Signed out. Agent has offsite training. 15 Online Training Signed in and in Agent has online training. Not Ready Training status. 15 Onsite Training Signed in and in Agent has training. Not Ready Training status. 15 Stand Up Staff Signed in and in Agent has a stand up meeting. Not Ready Meeting status. 12 Travel Time Signed out. Agent was allotted travel time to arrive at an offsite meeting, training, or to a non-primary office. 15 Unit Staff Signed in and in Agent has a unit meeting. Meeting Not Ready Meeting status. 15 Policy Review Signed in and in Not Ready Meeting status. Agent has a policy review meeting 12 Beginning/ End of Shift Signed in and in Not Ready Beginning/End of Shift status. Agent is starting or finishing his/her work shift. 12 Drill Signed in and in Agent has a scheduled drill. Not Ready Drill status. 9 Lunch (closed) Signed out. Lunch time but agent cannot sign in or WFM does not want them to sign in to the phones. Continued on next page CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-10

Schedule Activity Codes, Continued Schedule Activity Code List (continued) Icon Priority Description Finesse Computer Telephony Integration (CTI) Agent Status Needed to be in Adherence 12 Outbound Call Signed in and in Not Ready Outbound Call status. 18 Special Project Signed in and in Not Ready Casework/Processing status. Suggested Scheduling Use Agent is scheduled to make outbound calls. Agent has a special project. 12 Tardy Signed out. Agent was tardy. 12 Technical Issues Signed in and in Not Ready Technical Issues status. 12 Technical Issues (Closed) Signed out. 12 Unavailable Signed in and in Not Ready Unavailable status. 18 Work Restriction Signed out. (Closed) 18 Workers Signed out. Compensation 21 Supervisor Office Signed out. Time (Closed) 21 Supervisor Signed out. Protected Time Agent is having technical issues impeding work but he/she is still able to use Finesse CTI. Agent is having technical issues impeding work and he/she is not able to use Finesse CTI. Agent is unavailable to take calls. Agent is not able to take calls due to a work restriction. Agent has scheduled comp time off. Supervisor has scheduled office time. Supervisor has scheduled protected time. 6 Admin Leave Signed out. Agent is on administrative leave. 12 Alternate Signed in and in: Agent has an alternate Work Schedule Ready, schedule and is available for (AWS) In Talking, calls. Wrap-Up, Work Not Ready, Logged In, or Calls on Hold status. 12 AWS Out Signed out. Agent has an alternate work schedule and is not available for calls. 6 Bereavement Signed out. Agent is out due to a death in the family. 15 Coaching/ Mentoring Signed in and in Not Ready Coaching/Mentoring status. Agent is receiving coaching/mentoring. Continued on next page CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-11

Schedule Activity Codes, Continued Schedule Activity Code List (continued) Icon Priority Description Finesse Computer Telephony Integration (CTI) Agent Status Needed to be in Adherence 24 EW III Queue Signed in and in: Ready, Talking, Wrap-Up, Work Not Ready, Logged In, or 6 Extended Leave/Leave of Absence (LOA) Calls on Hold status. Signed out. Suggested Scheduling Use EW IIIs (Leads) are scheduled for phone time. Agent is on a LOA. 3 Holiday Signed out. Holidays. 21 Floor Walking Signed out. Supervisors/Leads are on the work floor coaching and answering questions. 6 Family Medical Leave Act (FMLA) Signed out. Agent is out on FMLA provisions. 6 No Call/No Show Signed out. Agent has not called in and not shown for work. 18 Off Phone Work Signed out. Any off phone work. 18 Other All (no specified adherence). Can be used to fill schedule when other activity codes are insufficient. CSCHB #2070 (07/15) WORKFORCE MANAGEMENT 8-12

"What's New" For your reference, you will find here a list of all published Handbook Letters and IIN's. The Handbook Letter Covers and IIN are organized by publishing date from the newest to the oldest.

Handbook Cover Letters: We are publishing Cover Letters that accompany every HB Letter that has become part of the handbook. They are organized by publishing date from the newest to the oldest.

SAN BERNARDINO COUNTY HUMAN SERVICES JUNE 23, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2093 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been updated to include information regarding Department of Motor Vehicle (DMV) Forms. Filing instructions Remove and Replace: Pages: 1 and 2 of Table of Contents Add: Page: 3-66.1 Distribution CSCHB MS:RRS:th CSCHB #2093 (06/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MAY 2, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2092 CHAPTER 7 Reports CHAPTER 8 Workforce Management Overview The Customer Service Center Handbook (CSCHB), Chapter 7 Reports and Chapter 8 Workforce Management have been updated to replace Exony software references with the upgraded call reporting tool egain. Filing instructions Remove and Replace: Pages: 7-1, 7-2, 7-8, 7-10, and 8-4 Distribution CSCHB MS:CMG:th CSCHB #2092 (05/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 25, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2082 CHAPTER 2 Customer Service Center Communications CHAPTER 3 Task Action Guides CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB) has been revised to update all references from ImageNow to Content 7.1. Effective This handbook material is effective upon release. Filing instructions Remove and Replace: Pages: 2-7, 3-57 and 4-10.2 Distribution CSCHB MS:RRS:th CSCHB #2082 (04/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 20, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2091 CHAPTER 8 Workforce Management Overview The Customer Service Center Handbook (CSCHB), Chapter 8 Workforce management has been revised to update the Customer Service Center (CSC) Escalation Plan Service Levels (SLs). Filing instructions Remove and Replace: Page: 8-7 Distribution CSCHB MS:CMG:th CSCHB #2091 (04/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 20, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2088 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides was revised to: Update the Remove Person CalWORKs/CalFresh Task Action Guide (TAG) to provide instructions for California Work Opportunity and Responsibility to Kids (CalWORKs) only, CalFresh only, and CalFresh/Medi-Cal cases, Remove the requirement to Journal a person s Social Security Number (SSN) when removing him/her from a case, Add a Texting Notifications TAG, and Update the Program Integrity Division (PID) Time On Aid (TOA) Quality Review Specialist s contact phone number. Filing instructions Remove and Replace: Table of Contents: Page 2 of 3 and 3 of 3 Pages: 3-2, 3-136 through 3-140, and 3-147 Add: Pages: 3-145.1 through 3-145.3 Distribution CSCHB MS:CMG:th CSCHB #2088 (04/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 5, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2090 CHAPTER 6 Key Performance Indicators Overview The Customer Service Center Handbook (CSCHB), Chapter 6 Key Performance Indicators has been revised to update the Customer Service Center (CSC) accessibility Service Levels (SLs). Filing instructions Remove and Replace: Page: 6-3 Distribution CSCHB MS:CMG:th CSCHB #2090 (04/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 5, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2089 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB), Chapter 2 Customer Service Center Communications has been revised to: Update the Program Integrity Division (PID) Civil Rights Coordinator contact information, Provide clarifying terminology regarding the 2 nd escalation processing timeframe, and Update the Escalation Process Flowchart. Filing instructions Remove and Replace: Pages: 2-19, 2-28 and 2-29 Distribution CSCHB MS:CMG:th CSCHB #2089 (04/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 5, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2087 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides was revised to update the following Task Action Guides (TAGs): Adding a Deemed Eligible (DE) Newborn to: Divide the TAG into two TAGs to focus on the actions needed for the California Work Opportunity and Responsibility to Kids (CalWORKs) and Medi-Cal programs. Add steps when adding a newborn only, or a newborn and an adult to the CalWORKs program. Clarify a DE newborn is a Medi-Cal Change Report Re-Evaluation (RE). Update references to include RE information. On-Demand Interpreter Services to update the Program Integrity Division (PID) Civil Rights Coordinator contact information. Overpayment/Overissuance Inquiry to include steps for when a customer chooses to voluntarily start repayments. Time On Aid Requests to: Update the PID out of county/state Time On Aid (TOA) request contact information. Incorporate information from Interim Instruction Notice (IIN) #16-004 Time On Aid (TOA) Reviews. Filing instructions Remove and Replace: Table of Contents Pages: 1 of 3 and 2 of 3 Pages: 3-1, 3-2, 3-10 through 3-12, 3-124, 3-128 through 3-130, 3-146 through 3-148 Add: Pages: 3-12.1 through 3-12.3 Distribution CSCHB SB:CMG:th CSCHB #2087 (04/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MARCH 2, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2084 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to update the instructions for customers who call to recertify for CalFresh on the last working day of the month. Filing instructions Remove and Replace: Pages: 3-30 and 3-31 Distribution CSCHB DM:SN:th CSCHB #2084 (03/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 9, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2085 CHAPTER 1 Introduction CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB), Chapter 1 Introduction and Chapter 2 Customer Service Center Communications have been revised to update the Customer Service Center (CSC) hours of operation. CSC hours were 7:30 am to 5:30 pm, Monday through Friday. Effective 3/7/2016, the new CSC hours of operation will be 7:00 am to 5:00 pm, Monday through Friday. The self-service Interactive Voice Response (IVR) and Visual Interactive Voice Response (VIVR) will remain accessible 24 hours a day/7 days a week. Effective date CSC hours of operation will change effective 3/7/2016. Filing instructions Remove and Replace: Pages: 1-1 and 2-1 Distribution CSCHB SB:CMG:th CSCHB #2085 (02/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 1, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2086 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been updated to add clarification regarding the purpose and use of Task Action Guides (TAGs). Filing instructions Remove and Replace: Pages: 3-1 and 3-2 Distribution CSCHB SB:CMG:th CSCHB #2086 (02/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 28, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2083 CHAPTER 2 Customer Service Center Communications CHAPTER 3 Task Action Guides CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB), Chapter 2 Customer Service Center Communications, Chapter 3 Task Action Guides, and Chapter 4 Automated Tools have been revised to: Include information on Interactive Voice Response (IVR) Voice Log In functionality, Update the Customer Service Center (CSC) Eligibility Worker (EW) authentication and call handling procedures for calls received through Visual IVR (VIVR), and Include promoting the use of IVR Voice Log In to customers. IVR Voice Log In effective date IVR Voice Log In functionality will be available to customers effective 1/29/2016. Filing instructions Remove and Replace: Table of Contents: Chapter 2 and Chapter 4 Pages: 2-2.1 through 2-6, 2-8 through 2-8.2, 2-11, 2-12, 2-16, 3-60, 4-1, 4-6 through 4-9, 4-10.2 and 10.3 Add: Pages: 2-4.2, 2-6.2 through 2-6.4, and 4-10.4 through 4-10.7 Distribution CSC SB:CMG:th CSCHB #2083 (01/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 7, 2016 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2081 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to update the following Task Action Guides (TAGs): Add Person to: Use the Additional Family Members Requesting Medi-Cal (MC 371) and the Supplement to Statement of Facts for Retroactive Coverage/ Restoration (MC 210 A) as guides to collect the retroactive Medi-Cal information, Divide the actions needed based on the Modified Adjusted Gross Income (MAGI) Determination, and Send the Request for Information Form (MC 355) when the MAGI determination is not electronically verified (e-verified) and the Ex-Parte review indicates the verification is not on file. Address Change to add a: Step to review C-IV for case flags and determine the appropriate action before transferring a case, and Notation not to complete the IDT Out Journal Template and Journal in C-IV for General Relief (GR) cases. Covered California Quick Sort Transfers to add instructions regarding Health Care Reform (HCR) afterhours voicemail. Electronic Benefit Transfer (EBT) to correct the mail and pickup issuance instructions to correspond with the EBT Card, Issuing a Replacement C-IV User Guide. Filing instructions Remove and Replace: Pages: 3-3 through 3-6, 3-13 through 3-19, 3-67 through 3-70 Add: Pages: 3-6.1 and 3-33.1 Distribution CSCHB SB:CMG:th CSCHB #2081 (01/16) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES NOVEMBER 19, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2080 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to add instructions for: Eligibility Workers (EWs) to not refer customers to Human Services (HS) Auditing when he/she has a question regarding an Overissuance (OI) and/or Overpayment (OP). CalWORKs OPs. Filing instructions Remove and Replace: Page: 3-129 Distribution CSCHB DM:PC:th CSCHB #2080 (11/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES NOVEMBER 3, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2075 CHAPTER 2 Customer Service Center Communications CHAPTER 3 Task Action Guides CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB), Chapter 2 Customer Service Center Communications, Chapter 3 Task Action Guides, and Chapter 4 Automated Tools have been revised to: Add Visual Interactive Voice Response (VIVR) functionality and Eligibility Worker procedures, Revert the term Cisco Finesse Phone back to C-IV Soft Phone, and Include additional Soft Phone log out instructions. Filing instructions Remove and Replace: Chapter 2 and Chapter 4 Table of Contents Pages: 2-1 through 2-6, 2-8.1 through 2-8.3, 2-9, 2-16, 3-58, 4-1, 4-2, 4-4 through 4-11, 4-25, 4-29, and 4-32 Add: Pages: 2-2.1, 2-6.1, 4-10.1 through 4-10.3 Distribution CSCHB SB:CMG:th CSCHB #2075 (11/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES NOVEMBER 2, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2079 CHAPTER 1 Introduction Overview The Customer Service Center Handbook (CSCHB), Chapter 1 Introduction has been updated to add references to the Visual Interactive Voice Response (VIVR) system. Filing instructions Remove and Replace: Pages: 1-1, 1-2, and 1-4 Distribution CSCHB SB:CMG:th CSCHB #2079 (11/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 26, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2078 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been updated to revise Eligibility Worker (EW) Electronic Benefit Transfer (EBT) cross-county printing procedures. Filing instructions Remove and Replace: Pages: 3-69 and 3-70 Distribution CSCHB SB:CMG:th CSCHB #2078 (10/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 22, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2077 CHAPTER 1 Introduction Overview The Customer Service Center Handbook (CSCHB), Chapter 1 Introduction has been updated to: Add information regarding the hours for Quick Sort Transfers from Covered California, Update the absence request process, Notify staff schedule adjustments must be made the same day, Provide schedule adjustment instructions, and Update terminology and minor formatting. Filing instructions Remove and Replace: Entire Chapter Distribution CSCHB SB:CMG:th CSCHB #2077 (10/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 13, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2074 CHAPTER 7 Reports Overview The Customer Service Center Handbook (CSCHB) Chapter 7 Reports has been updated to include information on reports for use by Customer Service Center (CSC) management. Filing instructions Add: Entire Chapter Distribution CSCHB SB:MM:th CSCHB #2074 (10/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 1, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2076 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to: Include reasons to not mail the Voter Registration (MC 200) and Voter Registration Card (SBDNOES 200) when the customer reports an address change, Add references to the Visual Interactive Voice Response (VIVR) system, Update handbook and tool references, Renumber pages, and Correct minor formatting. Filing instructions Remove and Replace: Entire Chapter Distribution CSCHB SB:CMG:th CSCHB #2076 (10/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 16, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2072 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to: Include completing the REAC Case Assignment Memo (TAD 19 REAC), if appropriate, when a customer reports an address change. Notate the: Voter Registration (MC 200) is not mailed if the customer moves outside of San Bernardino County, and Voter Registration Card (SBDNOES 200) is not mailed if the customer moves outside of California. Add Electronic Notifications (e-notifications) procedures. Update the available on-demand interpreter service providers. Change the On-Demand Interpreter Service Confirmation (TAD PS 49) form number to HS PS 49. Filing instructions Remove and Replace: Table of Contents Pages: 3-1, 3-9 through 3-10.3, 3-53.4 and 3-53.6 Add: Pages: 3-10.4, and 3-27.3 through 3-27.7 Distribution CSCHB SB:CMG:th CSCHB #2072 (09/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 15, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2073 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB), Chapter 2 Customer Service Center Communications has been revised to add self-service options and explanations. Filing instructions Remove and Replace: Page: 2-8 Add: Pages: 2-8.1 through 2-8.3 Distribution CSCHB SB:CMG:th CSCHB #2073 (09/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JULY 31, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2071 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to update the following Task Action Guides (TAGs): Medi-Cal Eligibility Data System (MEDS) Transactions to specify which Inbox to send the MEDS transaction request to dependent upon the action needed. Non-Compliance to add clearing MEDS alerts to the wrap-up procedures. On-Demand Interpreter Services to: Update the Hesperia CSC fax number, and Clarify where to e-mail the On-Demand Interpreter Service Confirmation (TAD PS 49). Overpayment/Overissuance to correct the Telecommunication Device for the Deaf (TDD) telephone number. Pending Applications Inquiry to add instructions to provide the customer the Intake Eligibility Worker s (EW s) contact information if the application is pending. Remove Person CalWORKs/CalFresh to: Separate the actions needed for each program, Remove the step to schedule a CalWORKs face-to-face appointment when the other parent is reported in the home, and Add the Express Lane discontinuance language used in the Notice of Action (NOA). Remove Person Medi-Cal to remove the supervisor hand-off determination step. Statewide Fingerprinting Imaging System (SFIS) and Work Incentive Nutritional Supplement (WINS) to update formatting. Tasks to add a reference section. Tribal Temporary Assistance for Needed Families (TANF) Inquiry to add where to find the current CalFresh Tribal TANF Liaison contact information. Verbal Re-Evaluation Process Medi-Cal to: Remove the Request for Tax Household Information (RFTHI) Re-Evaluation (RE) process, and Add the Medi-Cal telephone RE appointment scheduling process. Continued on next page CSCHB #2071 (07/15) CVR LTR PAGE 1 OF 2

CHAPTER 3 Task Action Guides, Continued Filing instructions Remove and Replace: Pages: 3-49.1, 3-52 through 3-53.4, 3-54 through 3-63, 3-64.2 through 3-67 Add: Page: 3-49.2 Distribution CSCHB SB:CG:ts CSCHB #2071 (07/15) CVR LTR PAGE 2 OF 2

SAN BERNARDINO COUNTY HUMAN SERVICES JULY 2, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2070 CHAPTER 8 Workforce Management Overview The Customer Service Center Handbook (CSCHB), Chapter 8 Workforce Management has been revised to: Add Exony as one of the Workforce Management s (WFM s) analytical software systems, Update: The Schedule Activity Code List, and Formatting. Filing instructions Remove and Replace: Entire Chapter Distribution CSCHB SB:CG:ts CSCHB #2070 (07/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JULY 1, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2069 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Actions Guides has been revised to update the following Task Action Guides (TAGs): Form/Verification Received Status to change the method Eligibility Workers (EWs) notify the district office if a customer s form/verification is not imaged. General Information (GI) Calls to: Provide GI call criteria, Instruct EWs to: Complete a warm transfer when transferring a call to a supervisor, Journal the customer contact if a C-IV case exists, and Add a reference section. Hand-Offs to District Office to remove: The Eligibility Worker Supervisor I (EWS I) district office hand-off process, and Actions no longer handed off to the districts (i.e., add person, Benefit Identification Card [BIC] issuance, Electronic Benefit Card [EBT] issuance, Statewide Finger Imaging System [SFIS] appointments, and remove persons). Health Care Programs Application Requests to: Correct the Health Care coverage screening tool used, Add a Covered California (Covered CA) application information block, and Include EW wrap-up instructions. ICT Inquiry to: Instruct staff to complete an electronic Inter-County Transfer (eict) request for incoming ICTs not received, and Include mailing the Voter Registration (MC 200) and Voter Registration Card (SBDNOES 200) when initiating an ICT. Medi-Cal Customer Enters LTC Other Aided Persons, and Medi-Cal Customer Enters LTC No Other Aided Persons to: Include mailing the MC 200 and SBDNOES 200, Add a step to complete an Ex Parte review prior to sending the Medi-Cal Request for Information (MC 355), Set the Task due date for 30 days instead of 20 days, and Update references. Continued on next page CSCHB #2069 (07/15) CVR LTR PAGE 1 OF 2

CHAPTER 3 Task Action Guides, Continued Overview (continued) Income Changes Health Care Programs to: Change the TAG title from Income Changes Medi-Cal to Income Changes Health Care Programs, Add an additional step to request Modified Adjusted Gross Income (MAGI) determination when an income change has not been completed and verification is not on file, and Change the Task due date to 30 calendar days. Master Assignment Queue (MAQ) Communication to update formatting and references. Filing instructions Remove and Replace: Table of Contents, Page 2 of 2 Pages: 3-1, 3-32 through 3-38, and 3-41 through 3-49 Add: Page: 3-34.1 Distribution CSCHB SB:CG:ts CSCHB #2069 (07/15) CVR LTR PAGE 2 OF 2

SAN BERNARDINO COUNTY HUMAN SERVICES JUNE 18, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2068 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Actions Guides has been revised to update the following Task Action Guides (TAGs): Add Person, Adding a CalFresh Newborn, Disability Status Change Without Verification, Forms Request, and Printing for Work@Home Eligibility Workers (EWs) to replace the Verification Request List (VER 100) form to the Request for Verification (CW 2200) form for the California Work Opportunity and Responsibility to Kids (CalWORKs) and CalFresh programs. Adding a Deemed Eligible (DE) Newborn to change the CalWORKs adding a DE newborn procedure to instruct Eligibility Workers (EWs) to schedule a district office face-to-face appointment within five business days to complete the full process, instead of completing the Medi-Cal actions at time of call and then scheduling a face-to-face CalWORKs add person appointment. Call Release to add: A call release reason, and Requirement to Journal the call release reason if the call was released early. Customer Handling Protocol to: Remove the requirement to Journal the phone number confirmation, and Correct the C-IV page to update when a customer reports a phone number change. CalFresh Recertification Last Working Day of the Month, Discontinued CalFresh Express Lane, Express Lane Enrollment, and Family Stabilization to update references and formatting. Disability Status Change With Verification to include the Medi-Cal Change Report Re-Evaluation (RE) process. Cover California Quick Sort Transfers to: Incorporate Interim Instruction Notice #13-047 Call Log information, and Update references and formatting. Electronic Benefit Transfer (EBT) to: Inform Eligibility Workers (EWs) customers may receive a copy of his/her C-IV EBT transaction history, Update the EBT card request Inbox, and Include the cross-county EBT card request instructions. Continued on next page CSCHB #2068 (06/15) CVR LTR PAGE 1 OF 2

CHAPTER 3 Task Action Guides, Continued Overview (continued) Employment Start/Stop/Change to: Notify staff employment changes are considered as a Change Report RE for Medi-Cal, Include Task descriptions for each program, and Update the IVR 100 to the CW 2200 for the CalWORKs and CalFresh programs. Income Changes CalWORKs/CalFresh/Welfare-to-Work to: Include the decrease, but does not exceed the Income Reporting Threshold (IRT), not Verified Upon Receipt (VUR) instructions, Update: The IVR 100 to the CW 2200, and References. Non-Authenticated Callers to include Identity Theft Case Flag authentication instructions. On Demand Interpreter Services to change the wrap up procedures to include e-mailing interpreter service confirmation to Human Services (HS) Administrative Support Division (ASD). Filing instructions Remove and Replace: Table of Contents, Page 1 of 2 Pages: 3-1 through 3-8.1, 3-16.1 through 3-31, 3-39, 3-40, 3-50, 3-51, 3-53.3 through 3-53.6, 3-56.1 and 3-56.2. Add: Pages: 3-1.1, 3-16.2, 3-27.2, 3-40.1, 3-51.1, and 3-56.3 Distribution CSCHB SB:CG:ts CSCHB #2068 (06/15) CVR LTR PAGE 2 OF 2

SAN BERNARDINO COUNTY HUMAN SERVICES JUNE 1, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2064 CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB), Chapter 4 Automated Tools has been revised to: Update the: Access number to dial an internal or external phone number, C-IV trouble shooting guides, Terminology and formatting, Provide: Step by step Extension Mobility instructions, Warm transfer procedures, and Additional Direct Transfer guidelines. Filing instructions Remove and Replace: Entire Chapter 4 Distribution CSCHB SB:CG:ts CSCHB #2064 (06/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MAY 19, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2067 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Actions Guides has been revised to update the Address Change Task Action Guide (TAG) to: Emphasize when a customer reports an address change, all Customer Service Center (CSC) Eligibility Workers (EWs) must: Complete all appropriate sections of the Address Change TAG, and Use the Address Change Journal Template. Update: The CalFresh Household Change Report form from DFA 377.5 to the CF 377.5 CR, References, and Formatting. Filing instructions Remove and Replace: Pages: 3-9 through 3-10.3 Distribution CSCHB SB:CG:ts CSCHB #2067 (05/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MAY 19, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2066 CHAPTER 6 Key Performance Indicators Overview The Customer Service Center Handbook (CSCHB), Chapter 6 Key Performance Indicators has been revised to: Add Eligibility Worker Supervisor I (EWS I) responsibilities, and Update formatting. Filing instructions Remove and Replace: Chapter 6 Distribution CSCHB SB:CG:ts CSCHB #2066 (05/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 24, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2065 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB), Chapter 2 Customer Service Center Communications has been revised to: Provide Identity Theft Case Flag authentication instructions, Add a call release reason, and Correct the How do I apply for benefits response in the General Inquiry Frequently Asked Questions (FAQs) section. Filing instructions Remove and Replace: Pages: 2-4, 2-9, 2-12, and 2-17 Add: Page: 2-4.1 Distribution CSCHB SB:CG:ts CSCHB #2065 (04/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 24, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2063 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to update the following Task Action Guides (TAGs): Benefit Inquiry to: Correct the Transitional CalFresh (TCF) issuance timeframe, and Add Medi-Cal Managed Care Ombudsman request instructions for removal of 59 Holds. Benefit Identification Card (BIC) Replacement to update formatting. BIC Basic Troubleshooting to include the MC 355 process. Non-Compliance to add Task instructions and clarify penalty/sanction actions. Sanction to provide the current Redlands Welfare-to-Work (WTW) phone number. Time On Aid Request to include the: Regular Time on Aid (TOA) process, Current Program Integrity Division (PID) Supervisor contact information, and TOA procedure involving domestic violence. Outbound Interactive Voice Response (IVR) Opt-In to update Opt-In instructions. On-Demand Interpreter Services, and Tribal Temporary Assistance for Needy Families (TANF) Inquiry to update formatting and page numbers. Filing instructions Remove and Replace: Table of Contents Page 2 of 2, Pages: 3-1, 3-12 through 3-16, 3-52 through 3-53.5, 3-61.1, 3-64 and 3-64.1 Add: Pages: 3-53.6, 3-53.7, 3-61.2, and 3-64.2 Distribution CSCHB SB:CG:ts CSCHB #2063 (04/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 1, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2062 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been updated to add information for Medi-Cal (MC) appointment scheduling and revise the process for: Add Person, Adding a CalFresh Newborn, Adding a Deemed Eligible (DE) Newborn, and Non-Authenticated Callers. Filing instructions Remove and Replace: Table of Contents Pages: 3-2 through 3-8.1, 3-11 and 3-11.1, 3-50 and 3-51 Add: Page: 3-4.1 Distribution CSCHB SB:RL:ts CSCHB #2062 (04/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MARCH 24, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2061 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB), Chapter 2 Customer Service Center Communications has been revised to: Remove Go Live references, Remove requirement to journal the phone number confirmation for nonauthenticated callers, Add Customer Service Survey process to the Customer Handling Protocol section, Remove Eligibility Worker Supervisor I (EWS I) district office hand-off process, Add information regarding Health Care Reform (HCR) to the General Inquiry (GI) Frequently Asked Questions (FAQs) section, Correct the Transitional CalFresh (TCF) issuance timeframe, Update the processing timeframe escalation procedures to include priority email instructions and clarify when to send a 2 nd escalation, and Update page numbers and formatting. Filing instructions Remove and Replace: Chapter 2 Distribution CSCHB SB:CG:ts CSCHB #2061 (03/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MARCH 3, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2060 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to update Time On Aid (TOA) procedures. Filing instructions Remove and Replace: Pages: 3-52, 3-53, 3-61.1, and 3-64 Distribution CSCHB SB:CG:ts CSCHB #2060 (03/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 17, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2059 CHAPTER 1 Introduction Overview The Customer Service Center Handbook (CSCHB), Chapter 1 Introduction has been revised to: Update CSC services available to include Health Care Program applications, Update sick leave, tardy, absence, and miscellaneous County activity request procedures, Obsolete the proactive break and lunch monitoring Workforce Management (WFM) process, Extend the period of time the WFM wrap up notification is sent to the Eligibility Worker Supervisor I (EWS I), and Change the allowable end of day Not Ready-Unavailable status time frame. Filing instructions Remove and Replace: Chapter 1 Distribution CSCHB SB:CG:ts CSCHB #2059 (02/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 17, 2015 CUSTOMER SERVICE HANDBOOK LETTER #2058 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides has been revised to: Update procedures when CalFresh mid-report shelter cost changes are received, Provide separate Medi-Cal address change procedures, and Update procedures when a customer reports he/she is homeless. Filing instructions Remove and Replace: Pages: 3-9 and 3-10. Add: Pages: 3-10.1 through 3-10.3. Distribution CSCHB SB:CG:ts CSCHB #2058 (02/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 12, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2045 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB) Chapter 2 Customer Service Center Communications has been updated as follows: Added information on the Anti-Fraud Locator Using EBT Retailer Transaction (ALERT) and Excessive Card Replacement (ERC) letters the customer may receive regarding the use of his/her Electronic Benefit Transfer (EBT) card. Made minor (clean up) changes. Filing instructions Remove and Replace: Pages: 2-19 and 2-20 Add: Page: 2-20.1 Distribution CSCHB DM:JV:ker:ts CSCHB #2045 (02/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 15, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2056 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB) Chapter 2 Customer Service Communications has been updated to: Reflect the current Cash Assistance Program for Immigrants (CAPI) Eligibility Worker (EW), and Clarify the CAPI referral process. Filing instructions Remove and Replace: Page: 2-16 Distribution CSCHB SB:CG:ts CSCHB #2056 (01/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 21, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2057 CHAPTER 2 Customer Service Center Communications CHAPTER 3 Task Action Guides CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB) Chapter 2 Customer Service Communications, Chapter 3 Task Action Guides, and Chapter 4 Automated Tools have been revised to: Change the term Quarterly Report 7 (QR 7) to Semi-Annual Report 7 (SAR 7), and Remove references to Mid-Year Status Reports (MYSR). Filing instructions Remove and Replace: Pages: 2-22 through 2-24, 3-31, 3-32.1, 3-53.5 and 4-13. Distribution CSCHB SB:CG:ts CSCHB #2057 (01/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 7, 2015 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2050 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to revise the process for: Adding a Deemed Eligible (DE) Newborn, and Express Lane Enrollment. Filing instructions Remove and Replace: Table of Contents, Page 1 of 2 Pages: 3-1, 3-7, 3-8, and 3-29.1 through 3-29.3 Add: Pages: 3-8.1 Distribution CSCHB SB:GC:ts CSCHB #2050 (01/15) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES DECEMBER 11, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2055 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to: Remove the requirement to enter the earned income field for unearned or no income individuals, Update the Reported Changes section of the block titled Action Needed for San Bernardino County callers, Update the application to the Application for CalFresh, Cash Aid, and/or Medi-Cal/Health Care Programs (SAWS 2 PLUS), and Update the Covered California Quick Sort Transfer county contact list. Filing instructions Remove and Replace: Pages: 3-17.8, 3-17.12, 3-17.15 through 3-17.17 and 3-17.20 through 3-17.22 Distribution CSCHB SB:CG:ts CSCHB #2055 (12/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES NOVEMBER 17, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2048 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to: Revise the customer handling protocol for closing a call, and Clarify the steps when a customer does not know or does not have a Personal Identification Number (PIN). Filing instructions Remove and Replace: Pages: 3-21 and 3-50 Distribution CSCHB VR:MM:ts CSCHB #2048 (11/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES NOVEMBER 17, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2047 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB) Chapter 2 Customer Service Center Communications has been updated to: Add procedures for educating customers on a self-service option, and Revise customer handling protocol for closing a call. Filing instructions Remove and Replace: Pages: 2-8 and 2-10 Add: Page: 2-7.1 Distribution CSCHB VR:MM:ts CSCHB #2047 (11/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES NOVEMBER 7, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2054 CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB) Chapter 4 Automated Tools has been updated to revise the C-IV Soft Phone illustrations. Filing instructions Remove and Replace: Pages: 4-3 and 4-5.1 Distribution CSCHB VR:MM:ts CSCHB #2054 (11/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 29, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2053 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to revise a step in the Covered CA Transfer intake process. Filing instructions Remove and Replace: Page: 3-17.9 Distribution CSCHB VR:MM:ts CSCHB #2053 (10/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 27, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2052 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to remove references to the: County Quick Sort tool, and Now or Later process. Filing instructions Remove and Replace: Pages: 3-36.2 and 3-36.3 Distribution CSCHB VR:MM:ts CSCHB #2052 (10/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 17, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2051 CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB) Chapter 4 Automated Tools has been updated with new terminology. Filing instructions Remove and Replace: Pages: 4-3 through 4-5 and 4-7 Add: Pages: 4-4.1 and 4-5.1 Distribution CSCHB VR:MM:ts:gq CSCHB #2051 (10/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 23, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2049 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to update contact information for On-Demand Interpreter Services. Filing instructions Remove and Replace: Page: 3-53.2 Distribution CSCHB VR:MM:ts CSCHB #2049 (09/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES AUGUST 8, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2046 CHAPTER 3 Task Action Guides Overview Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include procedures for Tribal Temporary Assistance for Needy Families (TANF) inquiries. Filing instructions Remove and Replace: Table of Contents, Page 2 of 2 Add: Page 3-64.1 Distribution CSCHB DM:PC:wsb CSCHB #2046 (08/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES AUGUST 8, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2041 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to clarify instructions for cross-county printing of Electronic Benefit Transfer (EBT) cards. Filing instructions Remove and Replace: Pages: 3-26 through 3-27.1 Distribution CSCHB DM:JV:ts:gq CSCHB #2041 (08/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JULY 17, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2042 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include procedures for Family Stabilization (FS). Filing instructions Remove and Replace: Table of Contents, Page 1 of 2 Page: 3-1 Add: Pages: 3-29.4 through 3-29.7 Distribution CSCHB DM:SM:ts CSCHB #2042 (07/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JULY 9, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2044 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to update the process for verifying a non-authenticated caller. Filing instructions Remove and Replace: Page: 3-50 Distribution CSCHB VR:MM:ts CSCHB #2044 (07/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JUNE 7, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2043 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include procedures for customer inquiries regarding the Work Incentive Nutritional Supplement (WINS) program. Filing instructions Remove and Replace: Table of Contents, Page 2 Page: 3-1 Add: Pages: 3-66 and 3-67 Distribution CSCHB DM:SN:ts CSCHB #2043 (07/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JUNE 10, 2014 CUSTOMER SERIVCE CENTER HANDBOOK LETTER #2040 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to revise the Benefit Inquiry procedures regarding the reconciliation of Medi-Cal Eligibility Data System (MEDS) alerts. Filing instructions Remove and Replace: Page: 3-12 Distribution CSCHB DM:TL:ts CSCHB #2040 (06/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MAY 29, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2039 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to revise the process for Medi-Cal Add Persons, Remove Persons CalWORKs/CalFresh, and Benefit Inquiry. This handbook letter adds procedures for: Express Lane Determination, Discontinued CalFresh Express Lane, and MEDS Transactions. Filing instructions Remove and Replace: Table of Contents Pages: 3-1 to 3-3, 3-12, 3-13, and 3-57 to 3-59 Add: Pages: 3-25.1, 3-25.2, 3-29.1 to 3-29.3, 3-49.1, and 3-59.1 Distribution CSCHB VR:MM:sg CSCHB #2039 (05/14) TABLE OF CONTENTS PAGE 1 OF 2

SAN BERNARDINO COUNTY HUMAN SERVICES MAY 7, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2038 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to revise the process for CSC staff to complete verbal Medi-Cal Re-Evaluations (REs). Filing instructions Remove and Replace: Page 3-65 Distribution CSCHB VR:MM:kc CSCHB #2038 (05/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 28, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2037 ERRATA CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include the process for CSC staff to complete verbal Medi-Cal Re-Evaluations (REs). Filing instructions Remove and Replace: Table of Contents, page 2 Page: 3-1 Add: Page: 3-65 Distribution CSCHB VR:MM:ts CSCHB #2037 ERRATA (04/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 24, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2037 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include the process for CSC staff to complete verbal Medi-Cal re-evaluations (REs). Filing instructions Remove and Replace: Table of Contents, page 2 Page: 3-1 Add: Page: 3-65 Distribution CSCHB VR:MM:ts CSCHB #2037 (04/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 9, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2036 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include information regarding the Applicant s County of Residence. Filing instructions Remove and Replace: Pages: 3-17.2 and 3-17.3 Distribution CSCHB VR:MM:ts CSCHB #2036 (04/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 27, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2035 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated with the following information: The Voter Registration Application (NVRA) is replaced with the Voter Registration Card (SBDNOES), When a customer reports an address change, the Voter Registration (MC 200) is: Generated and printed locally from C-IV, and Mailed to the customer with the Voter Registration Card (SBDNOES). Change summary The change is summarized in the table below: Old Policy through 12/31/13 New Policy Effective 01/01/14 When a customer reported an address change, the Customer Service Center (CSC) Eligibility When a customer reports an address change, the CSC EW mails the following to the customer: Worker (EW) generated and printed centrally the following forms: MC 200 (generated and printed locally from C-IV), and MC 200, and SBDNOES. NVRA. Filing instructions Remove and Replace: Page: 3-9 Distribution CSCHB DM:TD:ts CSCHB #2035 (02/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 6, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2034 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to update phone numbers for On-Demand Interpreter Services. Filing instructions Remove and Replace: Page: 3-53.2 Distribution CSCHB VR:MM:ts CSCHB #2034 (02/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 15, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2032 CHAPTER 2 Customer Service Center Communications CHAPTER 3 Task Action Guides Overview The Customer Service Center (CSC) Handbook has been updated with the following: Chapter 2 Customer Service Center Communications: Updated required follow-up for Modified Adjusted Gross Income (MAGI) and Non-MAGI Medi-Cal, and Added additional follow-up information. Chapter 3 Task Action Guides: Added interpreter services information, Changed the data entry program from California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS) to C-IV, Added CalHEERS Medi-Cal Eligibility Data System (MEDS) search criteria, Updated the steps to take based on MEDS searches, Added Non Financial and Financial pages to be completed in C-IV for MAGI/Non-MAGI Medi-Cal applications, Updated the actions to take based on CalHEERS and Eligibility Determination Benefit Calculation (EDBC) results, Added procedures when a caller requests: To call back, or A mail-in application, Added a list of: C-IV county Generic Worker IDs, and County Medical Services Plan (CMSP) counties. Effective date This Handbook Letter is effective immediately upon receipt. C-IV/ CalHEERS interface The C-IV/CalHEERS interface is delayed. CSC Health Care Reform (HCR) Eligibility Workers (EWs) will complete C-IV and CalHEERS data entry as outlined in HCR Announcements #13-019 until the interface is active. Filing instructions Remove and Replace: Pages: 2-28, 3-17.1 through 3-17.14 Add: Pages: 3-17.15 through 3-17.23 Distribution Customer Service Center (CSC) DM:TD:ts CSCHB #2032 (01/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 6, 2014 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2033 CHAPTER 3 Task Action Guides 0BOverview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include procedures for: Customers requests for sanction information, Time on Aid requests from other counties and/or states, and Employment changes and Job Retention services for the Welfare-to-Work (WTW) program. 1BFiling instructions Remove and Replace: Table of Contents, page 2 Pages: 3-1, 3-28, 3-29, 3-39, and 3-40 Add: Pages: 3-61.1 and 3-64 2BDistribution CSCHB VR:MM:ts CSCHB #2033 (01/14) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 3, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2029 CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB) Chapter 4 Automated Tools has been updated to add: Personal Computer (PC) and Laptop Trouble Shooting, and Resetting the Cisco Phone. Effective date This Handbook Letter is effective immediately upon receipt. Filing instructions Remove and Replace: Table of Contents Page: 4-1 Add: Pages: 4-19 through 4-26 Distribution CSCHB DM:TD:ts CSCHB #2029 (10/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 26, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2031 CHAPTER 2 Customer Service Center Communications CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) chapters below have been updated to include the following: Chapter 2 Customer Service Center Communications Covered California Quick Sort Transfers information is added. Chapter 3 Task Action Guides Medi-Cal Application Requests Task Action Guide (TAG) is renamed to Health Care Programs Application Requests, and The following is added: Covered California Quick Sort Transfers TAG Call Log Detail page Long Description information to the On-Demand Interpreter Services TAG. Rialto and Yucaipa Transitional Assistance Department (TAD) offices to the Master Assignment Queue (MAQ) Communication TAG. Health Care Reform information to the Health Care Programs Application Requests TAG. Filing instructions Remove and Replace: Chapter 2 - Table of Contents Chapter 3 Table of Contents Pages: 2-2, 3-1, 3-43, 3-44, 3-53.1 through 3-53.3 Add: Pages: 2-27, 2-28, 3-17.1 through 3-17.13, 3-36.1 through 3-36.3 and 3-44.1 Distribution Customer Service Center (CSC) DM:TD:ts CSCHB #2031 (09/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 19, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2030 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include updated Eligibility Status Report (SAR 7) terminology and procedures. Filing instructions Remove and Replace: Table of Contents Page 2 of 2 Pages: 3-1, 3-5, 3-10, 3-11.2, 3-28, 3-30, 3-31, 3-32.1, 3-39, 3-40, 3-42.2, 3-42.3, 3-53.5, and 3-58 Distribution CSCHB VR:MS:ts CSCHB #2030 (09/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES AUGUST 23, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2028 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to include Printing for Work@Home Eligibility Workers (EWs). Effective date This Handbook Letter is effective immediately upon the Customer Service Center (CSC) Work@Home pilot Go-Live. Filing instructions Remove and Replace: Table of Contents Page 2 of 2 Page: 3-1 Add: Pages: 3-56.1 and 3-56.2 Distribution CSCHB DM:TD:ts CSCHB #2028 (08/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES AUGUST 7, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2025 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides (TAGs) has been updated to add instructions for: Staff to set a task for the district to request 2.1s on all appropriate children after the 60 day postpartum period, Customer pick-up of forms/verifications at the district office, Income changes reported on a Medi-Cal case, CalFresh Recertification (RC) on the last working day of the month, and Change the form name and number of the Non-Assistance CalFresh Food Stamps (NAFS) Household Recertification Form (FS27) to the Non-Assistance CalFresh (NACF) Household Recertification Form (CF27). Filing instructions Remove and Replace: Pages: 3-8, 3-16.1, 3-27, 3-30, 3-41 and 3-42 Add: Page: 3-27.1 Distribution CSCHB VR:TB:ts CSCHB #2025 (08/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JULY 26, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2026 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides is: Updated to add procedures for customers who call the CSC and need an interpreter, and Renumbered. Effective date This Handbook Letter is effective immediately. Filing instructions Remove and Replace: Table of Contents Page 2 of 2 Pages: 3-1 and 3-53.1 Add: Pages: 3-53.2 through 3-53.5 Distribution Customer Service Center (CSC) DM:TD:ts CSCHB #2026 (07/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JULY 16, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2027 CHAPTER 2 Customer Service Center Communications Overview The Customer Service Center Handbook (CSCHB) Chapter 2 Customer Service Communications has been updated to revise: The Escalation Process Flowchart, and Provide clarifying terminology regarding processing timeframes. Filing instructions Remove and Replace: Pages: 2-22 and 2-25 Distribution CSCHB VR:TB:ts CSCHB #2027 (07/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JUNE 21, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2024 CHAPTER 2 Customer Service Center Communications CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to provide additional appointment scheduling information for staff. The Customer Service Center Handbook (CSCHB) Chapter 2 Customer Service Center Communications has been updated to add: Charts for: Processing timeframes, Escalations, and CSC actions while in code red. Additional information to the Appointment Scheduling TAG Filing instructions Remove and Replace: Chapter 2 Table of Contents Pages: 2-2 and 3-11 Add: Pages: 2-22 through 2-26 Distribution CSCHB VR:TB:ts CSCHB #2024 (06/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MAY 22, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2023 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to include additional procedures for various task actions taken at the Customer Service Center (CSC), and revise block formatting. Filing instructions Remove and Replace: Pages: 3-5, 3-9 through 3-11, 3-39 through 3-42, 3-50 through 3-53, 3-57 through 3-59, and 3-62. Distribution Customer Service Center (CSC) VR:TB:ts CSCHB #2023 (05/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MARCH 7, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2021 CHAPTER 4 Automated Tools Overview The Customer Service Center Handbook (CSCHB) Chapter 4 Automated Tools has been updated to add instructions for CSC staff on the set-up and use of the Vypress Instant Messaging System. The table of contents has also been updated to reflect the addition of the new section. Effective Date This Handbook Letter is effective when received. Filing instructions Remove and Replace: Table of Contents Add: Pages: 4-15 through 4-18 Distribution Customer Service Center (CSC) VR:TB:ts CSCHB #2021 (03/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 28, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2022 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to add additional procedures for Adding a Deemed Eligible (DE) Newborn. Filing instructions Remove and Replace: Page: 3-7 Distribution Customer Service Center (CSC) Handbook VR:TB:ts CSCHB #2022 (02/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 21, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2019 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to add additional procedures for various task actions taken at the Customer Service Center (CSC). Effective date This Handbook Letter is effective immediately. Filing instructions Remove and Replace: Pages: 3-3, 3-4, 3-7, 3-8, 3-12, 3-22, 3-24, 3-26 through 3-29, 3-32, and 3-44. Add: Page: 3-32.1 Distribution Customer Service Center (CSC) VR:TB:ts CSCHB #2019 (02/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 31, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2020 ERRATA CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to add procedures for customers who verbally elect to opt-in to the Outbound Interactive Voice Response (IVR) system. Filing instructions Remove and Replace: Page: 3-53.1 Distribution CSCHB VR:TB:ts CSCHB #2020 ERRATA (01/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 29, 2013 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2020 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to add procedures for customers who verbally elect to opt-in to the Outbound Interactive Voice Response (IVR) system. Filing instructions Remove and Replace: Page: 2 of 2 - Table of Contents Add: Pages: 3-53.1 Distribution CSCHB VR:TB:ts CSCHB #2020 (01/13) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES DECEMBER 5, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2018 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to additional procedures when a customer reports an address change. Filing instructions Remove and Replace: Pages: 3-9 and 3-10 Distribution CSCHB MC:MS:ts CSCHB #2018 (12/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES DECEMBER 4, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2017 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB), Chapter 3 Task Action Guides (TAGs) has been updated to add instructions for CalFresh Recertification on the last working day of the month using the Non-Assistance Food Stamps (NAFS) Household Recertification Form (FS 27). The Table of Contents has been updated and the Tasks page renumbered. Filing instructions Remove and Replace: Page: 3-1.1 Add: Pages: 3-16.1 and 3-63 Distribution CSCHB MC:TB:ts CSCHB #2017 (12/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 18, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2016 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 is revised to correct the Task Types for: Newborn/DE child, and Postpartum mother. Filing instructions Remove and Replace: Page: 3-8 Distribution CSCHB MC:TB:ts CSCHB #2016 (10/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 1, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2015 CHAPTER 1 Introduction Overview The Customer Service Center Handbook, Chapter 1 - Introduction has been updated to: Remove the Customer Service Center Organization chart, Rename in the table of contents, Shift Monitoring Section to Schedule Monitoring, and Renumber pages. Filing instructions Remove and Replace: Chapter 1 Distribution CSCHB MC:TB:ts CSCHB #2015 (10/12) TABLE OF CONTENTS CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 26, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2014 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 was revised to include: Instructions for setting an additional Task when adding a Newborn/Deemed Eligible (DE) to the case. References to the Medi-Cal Policy Handbook (MCPHB) and Operations and Reference Handbook (ORHB) were also added. Filing instructions Remove and Replace: Page: 3-8 Distribution CSCHB MC:GC:ts CSCHB #2014 (09/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 5, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2013 CHAPTER 3 Task Action Guides Overview Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been updated to add information regarding Tasks. Effective date This Handbook Letter is effective when received. Filing instructions Remove and Replace: Table of Contents, Page 1 of 2 Add: Page: 3-1.1 Distribution Customer Service Center DM:PC:ts CSCHB #2013 (09/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES APRIL 10, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2011 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include additional instructions for handling customer calls regarding Overissuances/Overpayments (OP/OI). Filing instructions Remove and Replace: Pages: 3-54 and 3-55 Distribution CSCHB MC:MF:ts CSCHB #2011 (04/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES MARCH 30, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2012 CHAPTER 2 Customer Service Center Communications CHAPTER 3 - Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapters 2 and 3 have been revised with new guidelines for verifying the customer s phone number when he/she is an authenticated caller. Filing instructions Remove and Replace: Pages: 2-8 and 3-19 Distribution CSCHB MC:MF:ts CSCHB #2012 (03/12) TASK ACTION GUIDES 3-19

SAN BERNARDINO COUNTY HUMAN SERVICES FEBRUARY 29, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2010 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include updated procedures for the CSC Eligibility Worker (EW) when a customer requests a Medi-Cal application. Filing instructions Remove and Replace: Pages: 3-43 and 3-44 Distribution Customer Service Center MC:MF:ts CSCHB #2010 (02/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 30, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2008 CHAPTER 3 Task Action Guides Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guides has been revised to include Master Assignment Queues (MAQs) for: Adelanto, Hesperia, and Victorville. Filing instructions Remove and Replace: Pages: 3-42.1 and 3-42.2 Add: Page: 3-42.3 Distribution Customer Service Center (CSC) DM:PC:ts CSCHB #2008 (01/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES JANUARY 18, 2012 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2007 CHAPTER 1 Introduction Overview The Customer Service Center Handbook (CSCHB) Chapter 1 Introduction has been revised to include updated and/or new procedures for the following: Sick Leave Process Tardy Process Absence Request Process Schedule Monitoring Filing instructions Remove and Replace: Table of Contents Page 1-2, 1-6 through 1-8 Add: Pages: 1-8.1 and 1-10 Distribution Customer Service Center (CSC) MC:MF:ts CSCHB #2007 (01/12) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES DECEMBER 20, 2011 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2006 CHAPTER 3 TASK ACTION GUIDES Overview The Customer Service Center Handbook (CSCHB) Chapter 3 Task Action Guide has been updated removing the reference to the Statewide Fingerprint Imaging System (SFIS) for CalFresh. On October 6, 2011, the Governor approved Assembly Bill (AB) 6, which contains language eliminating SFIS requirements for CalFresh effective January 1, 2012. Filing instructions Remove and Replace: Pages: 3-3 and 3-62 Distribution CSC DM:DC:ts CSCHB #2006 (12/11) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES NOVEMBER 9, 2011 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2005 CHAPTER 3 Task Action Guides Overview This handbook letter updates the Medi-Cal Master Assignment Queue (MAQ) information for Twentynine Palms, District 79. Filing instructions Remove and Replace: Page 3-42.2 Distribution Customer Service Center (CSC) DM:PC:ts CSCHB #2005 (11/11) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 31, 2011 CUSTOMER SERVICE CENTER LETTER #2004 CHAPTER 3 Task Action Guides Overview This handbook letter contains updated information regarding the: Office location of Master Assignment Queue (MAQ) e-mail in-boxes for CalWORKs, CalFresh, and Medi-Cal programs operating in a Process Approach to Case Excellence (PACE) model, and Addition of the CalFresh MAQ e-mail in-box for the Ontario (75) office. Filing instructions Remove and Replace: 3-42.1 through 3-42.2 Distribution Customer Service Center (CSC) MC:SMB:ts CSCHB #2004 (10/11) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES OCTOBER 7, 2011 CUSTOMER SERVICE CENTER #2003 CHAPTER 3 Task Action Guides Overview This handbook letter contains updated information regarding next day and same day appointments on the Appointment Scheduling Task Action Guide (TAG), as well as, a new TAG regarding e-mail communication with the CalWORKs, CalFresh, and Medi-Cal programs operating in a Process Approach to Case Excellence (PACE) model. Filing instructions Remove and Replace: Table of Contents page 2 of 2 and Page 3-1 Add: Pages: 3-11.1, 3-11.2 and 3-42.1 through 3-42.3 Distribution Customer Service Center (CSC) MC:SMB:kc CSCHB #2003 (10/11) CVR LTR PAGE 1 OF1

SAN BERNARDINO COUNTY HUMAN SERVICES SEPTEMBER 12, 2011 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2002 CHAPTER 1 Introduction Overview The Customer Service Center Handbook (CSCHB) Chapter 1 Introduction has been updated to include the following additional procedures: Calling in Sick Process Tardy Process Absence Request Process Miscellaneous County Activities Filing instructions Remove and Replace: Table of Contents Page 1-2 Add: Pages 1-6 through 1-9 Distribution Customer Service Center MC:MF:ts CSCHB #2002 (09/11) CVR LTR PAGE 1 OF 1

SAN BERNARDINO COUNTY HUMAN SERVICES AUGUST 2, 2011 CUSTOMER SERVICE CENTER HANDBOOK LETTER #2001 Overview The Customer Service Center Handbook (CSCHB) is a new handbook that provides policies and procedures for all staff located at the CSC. The CSCHB consists of the following chapters: Chapter 1 Introduction Chapter 2 Customer Service Center Communications Chapter 3 Task Action Guides Chapter 4 Automated Tools Chapter 5 Reserved for Future Use Chapter 6 Key Performance Indicators Chapter 7 Reserved for Future Use Chapter 8 Workforce Management Filing instructions Add: Chapters 1 through 8 New Customer Service Center Handbook Distribution Customer Service Center MC:MF:ker CSCHB #2001 (08/11) CVR LTR PAGE 1 OF1

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