iedss knowledge exchange february 20 , 2020 · iedss wave 2 readiness video . what are we trying to...

IEDSS Knowledge ExchangeFebruary 20th, 2020

What is IEDSS KX?IEDSS Wave 2 Readiness Video

What Are We Trying to Accomplish?IEDSS Release Schedule

IBPsIEDSS Processes and Features

Overview of TracksElectronic Apps

DatesTask Management- Eligibility

Processing MRT ReferralsMarking Employee Profiles as “Active”

Electronic Case FilesPreparing for Wave 2 Deployment

Netfor Submission Review Future Topics & Questions

What is IEDSS KX?IEDSS KX provides a forum to connect stakeholders for knowledge sharing and collaboration at the individual, group, and organizational levelsEnable dialogue and connect stakeholders who might not otherwise have

the opportunity to interact, either as frequently as desired, or at all.

Provide a shared context for stakeholders to communicate and share information and experiences in a way that builds understanding and insight.

Stimulate learning by serving as a medium for authentic communication, mentoring, coaching, and self-reflection.

Capture and diffuse existing knowledge to help stakeholders improve their practice by providing a forum to identify solutions to common problems and a process to collect and evaluate best practices.

Introduce collaborative processes to stakeholders to encourage the free flow of ideas and exchange of information.

Help stakeholders organize around purposeful actions that deliver tangible results.

Generate new knowledge to help stakeholders transform their practice to accommodate changes in needs and technologies.

IEDSS Wave 2 Readiness Video Communication

What Are We Trying to Accomplish?Indiana has always been known as a high performing State. Let’s come together and become even stronger.

IEDSS DetectiveAttributes

Persistent

The ability to overcome difficulties and exhibit a tenacious desire to find a solution.

Self-Sufficient

The ability to exercise independence and autonomy with the systems. Understands the resources that are available. Adaptable

The ability to handle and manage ambiguity. Being flexible with changes and able to quickly pick up processes.

Collaborative

The ability to solve issues in conjunction with your staff, peers, and the Site Support Team. Staying helpful and sharing knowledge with others.

Committed

The ability to understand the benefits of the system and continue to advocate for IEDSS/stay positive when issues arise.

Resourceful

The ability to find quick /clever ways to overcome difficulties; without escalating to Netfor. Pool together from our collective knowledge and utilize existing resources.

IEDSS Release 7 &

Upcoming Releases

Upcoming Code ReleasesReleases are code drops in the system that enhance system functionality.

Release 8.0(3/20)

Release 8.01(4/2)

Release 8.02(5/7)

Release 8.03 (5/22)

Reminder Summary Notes and IEDSS Release

Summary Reference Materials for 7.05, 7.06, 7.07, 7.08, and 7.09 are saved in

OPS. OPS site is 1.16.1.2.04 and Release 7.0 is saved under 1.16.1.2.01.

Release 7.10(2/27)

Online Help in IEDSSUpdates to Online Help are in

progress. More to come on final dates.

Major

The HUBPrior KX presentations are now available on the HUB.

Interim Business Processes

Interim Business Processes Recently approved IBP as of 2/18

ID Type Value TitleIBP650 CR 661562 Process FFM PDF uploads asynchronously

Description of Issue NEW Interim Business Process Currently, FFM PDFs are generated in the same transaction that creates the FFM application in IEDSS. In other words, based on the application data received from CMS, we create the PDF and try to upload it to DPS, at the same time the application is being created.

The process for uploading the FFM PDF will be separated from the original transaction for creating the application. The PDF will be stored in a database table and a new process will be developed that will try to upload this PDF to DPS. The process will try to upload the PDF until DPS comes back up and the PDF is uploaded successfully.

IEDSS team is maintaining a query that is run every day to identify any PDF upload failures. In such cases, the FFM application creation process uploads the PDF in a database table. IN application team downloads this PDF from the table, sends it across to state to upload it manually in CDMS and have it indexed to appropriate application number.

Reminder: Please continue to check the Interim Business Processes in OPS and work with your Site Support Team if you have any questions.

IEDSS Processes & Features

Overview of Application Tracks

Track ModulesFront Office Application Registration, Data Collection

EDBC EDBC

Correspondence Correspondence

Support Security, Office Management, Inquiry, Search

Back Office Benefit Issuance, Benefit Recovery, Hearings and Appeals, Document Management

Interfaces Interfaces

Reports Cognos

Conversion Conversion

See below for track breakdown

Electronic ApplicationsUsing the Maintain Application sub-module for electronic applications Remember, the Application Registration module allows you to register or maintain incoming applications into IEDSS. These applications may be received via the FSSA Benefits Portal (online), in person, by mail, by phone, by fax, or through various interfaces. This also includes applications submitted through the kiosk in your local office (an application submitted via a kiosk is an electronic application)!

Remember, an electronic application will have differences from a walk-in/in person since some of the client information will already be populated in IEDSS.

For example, when an application is received through an interface, workers will use the Maintain Application sub-module; however, if the worker is manually entering the application, they would select the Register Application sub-module.

What We Need You To Do: Work with your Site Support Team to better understand

how electronic applications need to be processed.

Ways You Can Receive an Electronic Application• Document Center (fax, scan,

mail-in, etc.)• Phone-In (Health

Coverage only)• Federally Facilitated

Marketplace• FSSA Benefits Portal

• Enrollment Center • SSA

Let’s Talk Dates Circumstance Start/Circumstance Change

For more information, please refer to the Dates in IEDSS reference material.

Remember, the CSCD on an application defaults to three months prior to the application file date as to capture 3 months of retro information for our Healthcare applications. You will have to remember to update the CSCD based on the change/circumstance that you are updating during the Intake process or case changes to be able to move forward in your Driver Flow.

Pay attention to messages that populate on the top of the pages to help you determine where the dates need to be updated.

Here is an example from the Facility Details page:

29131: Living Arrangement of type Facility and Facility details should be consistent for this individual.

What We Need You To Do: Review the training materials on dates, review your policy manual, work with your Site Support Team

when you are not sure how to handle dates in a particular case.

Task Management- Eligibility

Does IEDSS have a page similar to ICES where

workers can enter if there is an expected change

upcoming for the client?

No, IEDSS does not have a page specifically where workers will follow out

expected change. However, much of IEDSS is

task driven and happening behind the

scenes.

Marking a Task as “In Progress” on your Dashboard

When your Task Status is set to Assigned, you will need to click START TASK to indicate that you have started working on your task. This action changes the Task Status from Assigned to In Progress.

1. On your Dashboard, scroll down to the My Assigned Tasks section.

2. In the My Assigned Tasks section, click the Start hyperlink in the Action column.

3. On the Task Details page, click the START TASK button.

Remember, the Task Details page provides important information about the task that needs to be carried out. Be sure to review all of the information provided on this page before starting a task.

What We Need You To Do: Review the training materials on Task Management!

Processing MRT Referral Looking more closely at the MRT Referral Driver Flow

When an applicant states that they are disabled and are applying for Health Coverage, IEDSS automatically schedules pages that are specific to gathering the information needed during the MRT referral process. These pages are based on the answers to certain questions captured during Data Collection.

The Individual Information Sub-Module

The following pages are used while processing a Health Coverage case with disability:

• Person – Details Page: This page provides the client’s name, dateof birth, and Social Security Number, as well as otherdemographic information.

• Person Household Status Page: This page allows you to selectwhether or not the client is in the household.

• Authorized Representative or Legal Guardian – Details Page:This page captures authorized representative (AR) information,and designates the capacity in which the AR serves on the case.

• Authorized Representative –Health Coverage Page: This pagecaptures specific dates for the AR, in relation to the HealthCoverage.

• Program Request – Summary Page: This page displays theprograms for which the client applied.

• Education – Details Page: This page captures education detailsfor each case member.

• Person Demographic – Details Page: This page captures workprogram information for the client, as appropriate.

• Person Demographic – Additional Details Page: This pagecaptures client information related to Health Coverage.

The Household Information Sub-Module

The following pages are used while processing a Health Coverage case with disability:

• Household Questions Page: This page allows you to indicate that the client hasdisability.

• Disability – Details Page: This page provides disability information for the disabledindividuals on the case.

• Disability – MRT Determination Page: This page provides the MRT decision andinformation sent from the MedReview system.

• Medical Provider – Details Page: This page provides details of the medicalproviders associated with the individual.

• MRT Review – Details Page: This page displays if the client is receiving, hasapplied for, or was denied Social Security Income (SSI) or Social Security DisabilityIncome (SSDI) from the Social Security Administration (SSA). You will also indicatewhat type of application the client is submitting – accelerated, blind, or disabled.

• Social Summary – Additional Details Page: This page provides information aboutthe client’s living situation, education, and employment.

• Social Summary –Disability/Treatment Page: This page provides the disabilities,treatments, and functional limitations attested by the client.

• Social Summary – Worker Observations Page: This page provides informationregarding the client’s appearance and other general observations made by theworker.

• MRT Packet Tracking Checklist Page: This page helps the worker collectinformation for the MRT packet, and displays dates associated withcorrespondence.

• MRT Review – Summary Page: This page displays a historical summary of SocialSummary forms and MRT reviews that have been created for individuals in thecase.

Processing MRT Referral Updating the MRT Packet Tracking Checklist Page

The MRT Packet Tracking Checklist page has three purposes:

1. Provides the steps necessary tocollect information for the MRTpacket

2. Collects dates associated withcorrespondence, that drive tasksand timeframes in the collectionprocess

3. Completes the MRT packetprocess and submits to MRT forformal disability determination

The MRT Tracking Checklist helps keep track of the updates needed to complete the Social Summary. When you select “Yes” to Is Social Summary complete?, IEDSS will:

• Update the Medical Review Packetpage

• Create a PDF of the SocialSummary (once the Packet Status isupdated to “Submitted”)

• Send a task to MRT, requesting areview/determination

What We Need You To Do: Review the reference material on the MRT process and work with

your Site Support Team.

Marking an Employee Profile as “Active” RMs, DRMs, and SEMs now have the ability to mark workers as “Active”

A change has been made so that the RMs, DRMs, and the SEM roles will be able to update users with the type as “DFR Local Office State Staff” or “Knowledge Services.” You will be able to change the status from Temporary Inactive to Active.

When: If a worker is locked out of their account due to failed login attempts, you can use the directions provided to mark them “Active” in IEDSS.

1. Navigate to the Security module from the Top Nav Bar using the Othersdrop-down. Select Search Users.

2. Use the Left Nav Bar to navigate to the Security-Search Users page.3. Enter your search criteria and click on the SEARCH button. Your search

results will populate in the Search Results dyna-table. Click on the Editbutton for the worker that needs to be marked as “Active.” You will benavigated to the Security-Maintain Users page.

4. Enter today’s date in the User Effective Begin Date field.5. Leave the User Effective End Date field blank.6. Update the Status field to “Active” using the drop-down.7. Click NEXT to save your updates and navigate through the Driver Flow to

complete the updates to the employee profile.

Electronic Case File Using the ECF button

• If a document is indexed to a Person ID, then theworker can search using the Person’s Name.

• If a document is indexed to a case, then theworker can search using the Case Number.

• You can use the ECF button from the Right Menuto give you access to the reports associated withthat particular case if you are already in the case.

• You can also use the Document Managementmodule without being in a case and use thesearch feature to look for the documents youneed.

Preparing for Wave 2 Deployment: 2/24

Site Support Activities A weekly view with topics/forums by day

Optional 15 minute daily topics to integrate into existing site meetings (AM or PM)and/or On Demand Office Hours for the Site Support Analyst

Day 1 Day 2 Day 3 Day 4 Day 5

Site Support Overview• Site Support Overview (Kizzy

Deck)• Align on roles and scope of

support• Site feedback processes and

adjustments

Day 1 Set-Up Confirmation• Security Matrix• Office Matrix• Appointment Types

Interim Business Processes• Interim Business Processes

Reference Material

Refresher or Deep Dive on Scheduling, Calendars, and Appointments

Site Support Overview• Implementation Support Model

(Jane Deck)• Align on command center, site

support, and help deskinfrastructure

Scheduling (LAP1: SNAP with Health Coverage for Socorra)• ELIG LAP 1: Register an

Application for SNAP – Socorra• ELIG LAP 1A: Manually Schedule

an Application with SNAPAppointment

• TRY ME demo or LMS

Conversion Conversations• IEDSS Conversion Basics• IEDSS Conversion Guide• IEDSS ICV and Golden Rule for

Benefits Issuance

Site Support Overview• Incident Management Processes

(Amitava Deck)• Align on processes for command

center meeting cadences and helpdesk ticketing processes

Data Collection (LAP1: SNAP with Health Coverage for Socorra)• ELIG LAP 1B: Register and

Associate an Application for HealthCoverage to the SNAP Application


Conversion Conversations• IEDSS Conversion Guide

Refresher or Deep Dive on Coversheets and Reception Logs

Site Support Overview• Role of the Site Security

Coordinator and Help Desk scopeand triage processes

• New hire set-up and changes tosecurity matrix

• Lock outs and password resetprocesses

Data Collection (LAP1: SNAP with Health Coverage for Socorra)• ELIG Lap 1C: Initiate Data

Collection• TRY ME demo or LMS

Conversion Conversations• IEDSS Conversion Guide

Refresher or Deep Dive Topics by Demand

Site Support Overview• SDLC Overview• Release Management and

Outputs (Release Notes)• Defects• Data Fixes• Interim Business Processes

Data Collection (LAP1: SNAP with Health Coverage for Socorra)• ELIG LAP 1D: Individual

Information, Household, andNon-Financial


Interim Business Processes• Interim Business Processes

Reference Material

Refresher or Deep Dive on Dates in IEDSS

20

Day 6 Day 7 Day 8 Day 9 Day 10Lessons Learned from Previous Waves• Review ORR and Regional

Management Actions Taken to CloseKnowledge or Process Gaps

Case Change• ELIG LAP 1: Add a Program• ELIG LAP 16: Add a Person

Day 1 Set-Up Deep Dive• Security Matrix

Case Association• ELIG LAPS 1 and 2: Associate One Case to

Another

Interim Business Processes• Interim Business Processes Reference

Material

Day 1 Set-Up Deep Dive• Security Matrix• Office Matrix

Program Denied• ELIG LAP 1: Revert to Open

Interim Business Processes• Interim Business Processes Reference

Material

Day 1 Set-Up Deep Dive• Security Matrix• Office Matrix• Tasks and Queues

Recertification• ELIG LAP 1: Complete a SNAP Recertification• ELIG LAP 1: Redetermination/

Recertification Interim Reporting in IEDSS

Day 1 Set-Up Deep Dive• Security Matrix• Office Matrix• Tasks and Queues• Scheduling Appointment Types and

Scenarios

FIAT• Create a SNAP or TANF Fiat for an

Existing Benefit Period• Edit and Delete a Pending FIAT Record

Day 11 Day 12 Day 13 Day 14 Day 15Conversion Deep Dive• Conversion Cases – Volume and

Timing• ICES vs. IEDSS scope• Why cases don’t convert• Roles in Conversion Processes,

including Conversion Fixer Role

Non-HIP Medicaid• ELIG LAP 22: Create a FIAT for a Non-

HIP Medicaid AG

Conversion Deep Dive• Interim Conversion Overview• Interim Conversion Batch Processing /

Schedule• Interim Conversion Scenarios

Pending Verification• ELIG LAP 2: Complete a Pending

Verification

Conversion Deep Dive• Interim Conversion Scenarios

Non-Indexed Document• ELIG LAP 2: Complete a Non-Indexed

Document Received task

Conversion Deep Dive• Benefit Mismatch Overview• Benefit Mismatch Scenarios

Long-Term Care• ELIG LAP 2: Complete a Long-term Care

Resource Assessment

Conversion Deep Dive• Troubleshooting Overview• Troubleshooting Scenarios

Gateway to Work• ELIG LAP 1: Gateway to Work

Day 16 Day 17 Day 18 Day 19 Day 20Troubleshooting Deep Dive• Searching• Action History• Exception Queues

Foster Care• ELIG LAP 3: Complete a Foster Care

and Adoption Enrollment

Troubleshooting Deep Dive• Task Management Dashboard• Application Timeliness Dashboard

Third Party Liability• ELIG LAP 2: Enter Information for Third-

Party Liability

Troubleshooting Deep Dive• Other Cognos Reports

Medicaid Card• ELIG LAP 1: Creating a Replacement Medicaid

Card

Troubleshooting Deep Dive• FIAT• Override• AUX

Searching Quick Tips• ELIG LAP: Practice shortcuts for Searching

Troubleshooting Deep Dive• Troubleshooting Scenarios

Increasing Converted Cases• Conversion LAP: Select Benefit

Mismatch LAPs to practice


21

Day 21 Day 22 Day 23 Day 24 Day 25 MAGI Income• ELIG LAP 3: Enter and Analyze MAGI

Income


Fair Hearing• ELIG LAP 2: Create a Fair Hearing

Request


Withdraw Fair Hearing• ELIG LAP 3: Withdraw a Fair Hearing

Request


Estate Recovery• ELIG LAP 3: ELIG LAP 3: Perform Estate

Recovery


Standard Utility Allowance• ELIG LAP 4: Reviewing and Updating the

Standard Utility Allowance


Day 26 Day 27 Day 28 Day 29 Day 30PACE• ELIG LAP 4: Working with PACE


Correspondence• ELIG LAP 1: Create a Manual Voter

Registration Correspondence


Income• ELIG LAP 1: Entering Schedule C or Schedule

F Records


IBP IBP004• ELIG LAP 1: Pregnancy End Date is not

received from Online Applications:


IVR Call Pick Up• ELIG LAP 5: IVR Call Pick Up


Day 31 Day 32 Day 33 Day 34 Day 35 IBP IBP0008• ELIG LAP 5: S2 DES: Printed Summary

page with Signature Line for DSNAPapplications.


IBP IBP012• ELIG LAP 5: Act on PARIS (Public

Assistance Reporting InformationSystem) Report of Duplicate Benefits inAnother State


Issuing Manual Benefits• ELIG LAP 5: Issuing and Approving Manual

Benefits


Internal Transfer Cover Sheet• ELIG LAP 1: Creating an Internal Transfer

Cover Sheet


Managed Care Entity• ELIG LAP 3: HIP Managed Care Entity

(MCE)


Day 36 Day 37 Day 38 Day 39 Day 40HIP• ELIG LAP 1: Add a HIP Lock-out

Exemption


HIP• ELIG LAP 2: Access HIP Rollover

Information Using Core MMISSupplemental


CharlaELIG LAP: Select any Charla LAP to practice


Anton• ELIG LAP: Select any Anton to practice


Lydia• ELIG LAP: Select Lydia LAP to practice



22


Increasing Converted Cases• CV LAP 1: Review the Eligibility

Determination Results for BenefitMismatch 1: IEDSS & ICES

• Select Benefit Mismatch LAPs to practice


Increasing Converted Cases• CV LAP 2: Compare the Non-Financial

Results• CV LAP 3: Compare the Financial Results• Conversion LAP: Select Benefit Mismatch

LAPs to practice


Increasing Converted Cases• CV LAP 4: Resolve or Escalate Benefit

Mismatch 1• Conversion LAP: Select Benefit Mismatch LAPs

to practice


Increasing Converted Cases• CV LAP 5: Review the Eligibility Determination

Results for Benefit Mismatch 2 (IEDSS & ICES)• Conversion LAP: Select Benefit Mismatch LAPs

to practice


Increasing Converted Cases• CV LAP 6: Compare the Non-Financial Results• CV LAP 7: Compare the Financial Results• Conversion LAP: Select Benefit Mismatch LAPs

to practice• CV LAP 8 - 23: Resolve or Escalate Benefit

Mismatch 2



LaDonnaELIG / MRT LAP: Select any LaDonna LAP to practice


SamanthaELIG LAP: Select any Samantha LAP to practice


DanielleELIG LAP: Select any Danielle LAP to practice


JaxonELIG / LOC LAP: Select any Jaxon LAP to practice


EricaELIG / LOC LAP: Select any Erica LAP to practice



JoelELIG / OHA LAP: Select any Joel LAP to practice


SamanthaELIG / BV LAP: Select any Samantha LAP to practice


AshliELIG / BV LAP: Select any Ashli LAP to practice


SarahELIG / BV LAP: Select any Sarah LAP to practice


Lessons LearnedGathering Lessons Learned and Action Planning for Final Week



IEDSS KXContinuing Education and Knowledge Transfer






Incident Management without Site Support


Incident Management without Site Support



Wave 2- Round Table Command Center Call Wave 2 Command Center calls will begin 2/24

Command Center: In the interest of time, every county will appoint one spokesperson to escalate their issues on the Command Center call. The Wave 2 Command Center Dry Run was held yesterday February 19, 2020. Proposed Timings:• Wave 2, Week 1: 10:30 a.m. to 11:30 a.m. EST• Wave 2, Week 2 + onwards: 10:30 to 11 a.m. EST

Command Center Hotline (open 2/24-2/28) between 10 a.m. to 7 p.m. EST• Dial in: +615-882-6682• Passcode: 5812466930#• Hotline will be extended to week 2 if

needed

Netfor Submission

Review

Netfor General Information

Netfor is utilized for functionality issues that are not password related

Netfor Report is generated daily and includes issues such as complaints, IEDSS functionality issues, I3 problems, etc.

When Netfor contact is initiated, a Service Order number is generated

Options for contacting Netfor:o On Line: https://fssa.netfor.net/o Phone: 866-878-6918 (listen to prompts and select

based upon reason for call)

Let’s collectively make sure we are practicing reviews prior to ticket submission

https://fssa.netfor.net/

Netfor Submission ReviewFollow the steps below before submitting a Netfor ticket

#2#1

Research all potential issues with the Site Support resource in your office. If you are unable to resolve the issue with your Site Support resource, or do not have one, please call the IEDSS Site Support Conference Line: Conference Line: 844-882-6682 Passcode: 1 770 654 49

Provide ample detail about the issue occurring. If you have not provided enough detail for the ticket to be researched, you may receive a response such as “working as designed”

#3Remember to include your security role (EA, SEC, etc.)that is reflected in IEDSS, especially when submitting a ticket for an error message which states that your assigned role will not allow you access

#4 Provide case numbers and any error messages alongwith a synopsis as to how the error may be appearing

Remember to include if you are resubmitting a ticket that was previously submitted (with the ticket #), and that the problem has yet to be solved. This will allow the team triaging the issues to change the status from “closed” to “open” for further review

#6#5

Include sections in the system that you cannot access in IEDSS (Ex: The ECF will not open) as this will prevent the ticket from being misrouted, which ultimately prevents potential delays in triage

#7Remember to include if you are locked out ofIEDSS in the ticket. You have three chances to log in correctly before the account becomes locked after the 3rd incorrect attempt

#8 If the IEDSS user has resigned, please specify theaccount needs to be deactivated due to resignation of individual

Netfor Submission Review

1. Most regions have a Site Support Team available either within the local office or RCC/CCC to assist with system issues

2. Prior to ticket submission, work with your SS team, your managers and Wizards to resolve your issue. If unable to resolve the issue, contact the IEDSS Site Support Conference Line Conference Line: 844-882-6682 (open from 8 a.m. to 4:30 p.m. EST) Passcode: 1 770 654 496

3. Provide narrative detail about the issue such as locked out of IEDSS, account deactivations, error message verbiage, case numbers etc.

4. The more detail you provide will ensure that the ticket is routed to the appropriate track for assistance

If a ticket has closed and the resolution received is "not working", provide the SO number from the original ticket and ask for it to be reopened with the reason.

Regions that rolled out should utilize the below checklist prior to the submission of a ticket

Make sure you are utilizing this checklist before you submit a

Netfor ticket.

Any Suggestions for Future KX Topics?

Any Questions?Please email:

[email protected]

Note: Please send questions to the above email address AFTER you have reviewed and

researched your question and/or issue with your Site Support Team.

Send questions related to IEDSS processes and functionality to the above email address and copy [email protected]

iedss knowledge exchange february 20 , 2020 · iedss wave 2 readiness video . what are we trying to...

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