IEDSS Knowledge Exchange

January 9th, 2020

What is IEDSS KX? Meet Your OCM Team IEDSS 2020 Resolutions Thankful Thoughts Campaign

Check In #1 Results Summary Pulse Check IEDSS Releases Communications

IBPs IEDSS Processes and

Features Your Action Items TRON and OPS Netfor Submission Checklist Training 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.

Happy New Year!

Meet Your OCM Team A big “hello” from your OCM Team

Emaan Nafees: OCM Lead (Deloitte)

Chelsea Rios: OCM Analyst (Deloitte)

Janet Sanford(DFR)

Monique Prezzy(DFR)

IEDSS 2020 Resolutions Be Proactive with IEDSS Get familiar with Policy Build an even better

relationship with Site Support Review training materials

regularly

Continue to build your IEDSS knowledge

independently. Learn what your resources are, where

training materials are saved, and exhaust all avenues of research. Be tenacious! Take

responsibility for your IEDSS knowledge.

Make the training materials from the courses

and the reference materials a part of your

investigation and research process. There’s a lot of

great foundational information documented that will help with those

tricky situations.

Take time, especially right now with IEDSS

deployment, to refresh yourself on DFR Policy.

This will only make learning IEDSS smoother. Refer to your Policy for better understanding

business processes around system functionality.

Keep working with Site Support to research and troubleshoot. Utilize and lean on their knowledge

but simultaneously create independence and self-sufficiency for yourself.

Thankful Thoughts

Thankful Thoughts CampaignThe following are the set of questions asked on the Pulse survey

Approximately how many Thankful Thoughts e-cards did you send out this past month?

What was the primary reason you sent out an e-card, if applicable?

What positive outcomes have you noticed in your office since the launch of the Thankful Thoughts initiative?

Introduction

Thankful Thoughts Questions

Would you like to share any cool stories related to the Thankful Thoughts campaign?

Who did you share a Thankful Thought e-card with?

Where are you located (LO, RCC, Other)?

What site are you located at (Pilot, Wave 1, Other) ?

Thankful Thoughts CampaignThe following represents our findings from the Thankful Thoughts Check In #1 Pulse survey conducted with Site Support. We asked them a series of questions to determine the effect of the Thankful Thoughts campaign on their office.

28 responses total

Representing Local Offices, RCCs, and the NetFor offices

71% of the participants/offices participated in the Thankful Thoughts campaign and sent out one or more E-cards this past month and a half

14.3% of the participants/offices noticed an increase in positivity

14.3% of the participants/offices noticed an increase in energy

19% of the participants/offices noticed workers were more trusting

Representing Pilot and Wave 1 sites

82.1% Wave 1 sites

Survey Background Participation

Results

The total includes both individual and holistic office responses

28.6% of the participants/offices noticed workers were more receptive to the changes associated with IEDSS

28.6% of the participants/offices noticed workers were more comfortable with IEDSS

79% of the participants/offices noticed positive outcomes since the launch of the campaign

9%

19%

16%

26%

25%

5%

Roles in Offices that Received E-cards

AA

EA/RCC Equiv

ES/RCC Equiv

SEC/RCC Equiv

SEM/RCC Equiv

Other

"Received positive feedback from Thankful Thoughts - workers seemed glad to be

acknowledged."

"They have all been working very hard and everyday we have seen them make great strides in self-sufficiency."

Pulse Check

Check In

What is one process or system functionality that

excites you the most about IEDSS?

IEDSS Release 7 &

Upcoming Releases

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

Release 7.08(1/23)

Release 7.09(2/6)

Release 8.0(3/20)

Release 8.01 (4/2)

Reminder Summary Notes and IEDSS

Release Summary Reference Materials for 7.05 and 7.06

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 7.07(1/9)

Major

Updates Please check out updates to the

following reference material:1- Registering an Electronic

Application2- File Clearance and Case

Association

Online Help in IEDSSUpdates to Online Help have

been submitted and you should see them in the system

by the end of January. Updates include training materials and reference

materials.

Communications on Release 7.07

IEDSSBeat: Release 7.07 UpdatesRelease 7.08 - January 23rd Release 7.09 - February 6thRelease 8.00 - March 20thRelease 8.01 - April 2nd

Upcoming Releases

Fixes

A correction has been made to fix a situation where the client name

was not displaying on the Search Appointments page.

A correction has been made to fix a situation where the system was

continuing to pend for verification of third-party liability information, even

after the verification was received.

A correction has been made to fix situations where a system message

"30005: History Runtime Exception occurred. Please contact System Administrator." was being displayed after the File Clearance

Results page.

A correction has been made to fix a situation where a system message

was displaying on the Wrap Up page for some FFM applications.

A correction has been made to fix a situation on the Search

Appointments page where workers were not always able to retrieve

past appointments.

A correction has been made to fix a situation where the system was

incorrectly setting the appointment type to “Expedited SNAP without MA”.

What's New?A new earned income type

"Census – 2020 Temporary" has been added to the dropdown on the Earned Income Details page.

ImprovementsA change has been made to

restrict workers from accidentally changing the MRT status from

approved to pending.

A correction has been made to no longer display the "30012 - Parents

effective date range is outside effective date range specified" system message on the Initiate Data Collection page.

A correction has been made to fix a situation where the case was

continuing to pend for a relationship verification after the individual was

deleted from the case.

A correction has been made to enable the FIAT submit button appropriately. Previously the button was disabled for some situations and preventing workers from attempting to

fiat a gap in coverage.

A correction has been made to fix a system problem where some

persons were being inaccurately calculated as ABAWD individuals at

Wrap Up.

New sections have been added to the automated

2032 document.

January 9, 2020

Interim Business Processes

Recently Approved IBPsThe following IBPs have been approved as of 1/3/2020

ID Type Value Title Module Description of Issue NEW Interim Business Process StepsIBP541 Defect 168065 FIAT button is

greyed outEDBC In the given case which was being FIATed,

there was a dummy closure (transition to another category) that is causing the Submit button to be disabled. We need to enable the Submit button by changing the query and include a check to fetch dummy closure data if no other eligible segments are present.

1. Create a Netfor ticket2. Mention the IBP number as IBP5413. Reach out to site support to have the ticket prioritized4. Data fix will be given to update the closure switch in table5. Worker will be able to process FIAT and button will be enabled

IBP546 Defect 168690 AG should form conditional HIP benefits

EDBC 1. Take Medicaid AG closed converted from ICES for not complying with Redet requirement (closed form September ongoing)2. Client reapplies with new application on 15th September3. Application is associated with the same case where individual is closed4. Case is initiated in add program mode5. Run eligibility, AG should form conditional HIP benefits

1. Create a Netfor ticket2. Mention the IBP number as IBP5463. Reach out to site support to have the ticket prioritized4. Data fix will be given to clear staging data from prior closure5. Worker will be able to process the case with the correct benefits and redetermination due date

Recently Approved IBPsThe following IBPs have been approved as of 1/3/2020

ID Type Value Title Module Description of Issue NEW Interim Business Process StepsIBP547 Defect 168490 MAD is failing for

reason ‘ RESIDENT OF A PUBLIC INSTITUTION’.

EDBC MAD is failing for reason ‘ RESIDENT OF A PUBLIC INSTITUTION’.This is only happening when the facility public institution record is a historical record and they are moving to a new facility.

1. Create a Netfor ticket2. Mention the IBP number as IBP5473. Reach out to site support to have the ticket prioritized4. Analysis will be required to identify the correct liability amount for different months where MAD should form and override option will be provided to the case worker

IBP548 Defect 168570 There is a pending.missing verification on eligibility screen in IEDSS but there is nothing pending.

EDBC Create case and mark INDV as citizen with unverified. Run wrap up and EDBC pends.Go to CO screen view pending and do local print. Verify the ED verification checklist local VCL request date. Now, do case change and mark same indv. as Alien with verification certified copy or hard copy. Run wrap up and case will pend for Proof of Citizenship.

1. Create a Netfor ticket2. Mention the IBP number as IBP5483. Reach out to site support to have the ticket prioritized4. Data fix will be given to remove the incorrect verification record5. Worker will be able to run the case without the AG pending for citizenship

Recently Approved IBPsThe following IBPs have been approved as of 1/3/2020

ID Type Value Title Module Description of Issue NEW Interim Business Process StepsIBP555 Defect 168653 The real property

of type ’ Vacation Home’ is not included in the combined resource of the resource assessment which is not a exempt property.

EDBC Steps to Reproduce: Create a resource assessment case with real property of type ‘’ Vacation Home’’. Expected results: Resource assessment case should include the ’ Vacation Home’ in the combined resources.

1. Create a Netfor ticket2. Mention the IBP number as IBP5553. Reach out to site support to have the ticket prioritized4. Data fix will be given to correct the Resource Assessment Results5. Worker will be able to run the Medicaid case with the updated limits and spousal share

IEDSS Processes & Features

Registering an Electronic Application Review: Let’s go over processing an electronic application

Applications are received from a client in one of the following ways. Even when they are received by mail or someone walks in and drops off the application, they are scanned and then electronically transferred to IEDSS. IEDSS then generates tasks that, depending on your role, will be available for you to process.

• Document Center• Federally Facilitated Marketplace • Enrollment Center• Phone-in (Health Coverage only)• FSSA Benefits Portal• SSA

Most applications will come to you electronically. Once an application comes in, you will need to go through each page in the Application Registration module while reviewing the PDF form of the application to verify that the information is correct.

What We Need You To Do:

Review the Registering an Electronic Application reference material

Remember: An electronic application will automatically fill in the fields for information that is entered in the application. Review the PDF application for completeness and accuracy and complete additional fields in IEDSS as necessary.

File Clearance: When to AssociateLet’s Review When to Associate a Case

For more information, please refer to the File Clearance Case Association reference material.

When to AssociateScenario Associate? General Information

An individual has a closed SNAP case and submits an application for Health Coverage.

YESRegister the application and associate it to the closed SNAP case. This existing case number will now represent both the SNAP and Health Coverage programs.

An individual has a closed SNAP case and submits an application to re-apply for this program.

YES Register the application and associate it to the closed SNAP case.

A husband and wife have an existing SNAP case in which the wife is listed as Primary Individual and Payee. The husband moves out of the household and applies for his own SNAP benefits.

NORegister the application and do not associate it to the wife’s case number. The husband will receive a new case number and the wife will retain the original case number.

A husband and wife are receiving SNAP. The husband is the Primary Individual and Payee on the SNAP. The wife is now requesting Health Coverage assistance.

YES Register the application and associate the application to the existing case.

An application comes in with 20 individuals in the same household on an existing case with six individuals receiving benefits.

YESThe case cannot have more than 24 individuals, so the case must be logically split to include less than 24 individuals in each case.

Common Error Result

A worker changes defaulted answers in the system for Case Association

Changing these defaults will forfeit the opportunity to associate an application to an existing case number and will create a new Person ID for the individual.

A worker does not select a case to associate to at all (as there may be uncertainty about when to associate a case versus when a new case is appropriate).

By not selecting a case to associate to, multiple cases are created for the same individual, causing additional maintenance efforts.

What We Need You To Do: • Please make sure to read the File Clearance Case

Association reference material to learn more about when to associate applications

• Please make note of the 2 Common Errors mentioned below

Entering MAGI IncomeReview: Entering MAGI Income In order for the MAGI-Income Details page to populate as a part of your Data Collection Driver Flow, you need to answer YES to the MAGI Income field on the Income Questions page. In IEDSS, you have to MANUALLY enter MAGI income since it will not auto-populate.

Refer to the Entering MAGI Income in IEDSS reference

material for more information and review your Policy.

Use the Income Summary pop-up to find monthly amounts for ALL income types. You can use this to determine

what to enter in the MAGI Income Details page.

Click on the INCOME SUMMARY button at the bottom of the

MAGI Income Details page to access the summary pop-up

Self Employment RecordsReview: Entering Self Employment Records

While in Data Collection, the Income sub-module captures the details of various income types (e.g., Unearned Income, Earned Income, and Self-Employment Income). Similarities exist in each of these pages as to how the rules engine calculates the monthly income amounts for budgeting. The following pages are used while entering Self-Employment Income with Business Records:

• Income Questions• Self-Employment - Details• Self-Employment Business

Records• Joint Ownership Records• Self-Employment Income

Monthly Amounts• Self-Employment Income

Summary

Note: While processing an application, if a person has self-employment income and doesn’t have any copies of business records, the person will still need to provide you with information that needs to be entered in the Self-Employment pages.

Note: If someone has income from self-employment, select “Yes” on the Income Questions page to the question about Self-Employment. When you select “Yes” to the question “Is anyone in the household currently self-employed or has anyone received self-employment income in the last three months?,” the system schedules the Self-Employment pages in the Driver Flow.

Remember: Entering a self-employment record firsts begins on the Income Questions page in

Data Collection.

Refer to the Income Self-Employment Records reference material for more information.

InterfacesReview: Interfaces in IEDSSInterfaces in IEDSS exist to request and receive information from other systems and agencies that exchange information with the Indiana Family and Social Services Administration (FSSA).Communication between IEDSS and interfaces is either online or through batches.

Most interfaces in IEDSS work behind the scenes.Interfaces provide a two-way communication channel with outside agencies and partners. This exchange of data is pertinent to verification, reconciliation, and the integrity of the data within IEDSS. Interfaces within IEDSS are typically generated automatically and require little to no worker input. However, some of these interfaces can be manually triggered. You can review the Automation in IEDSS Web-Based Training (WBT) for more information on interfaces.

Authorized users can use this page to manually trigger an interface.Note: For directions on this process, please refer to the Interfaces in IEDSS reference material.

Use the Interface Match-Summarypage!

This page provides you with the ability to search across the range of interfaces in IEDSS using various criteria. With a Person ID, SSN, or Case number, a worker can search multiple interfaces for matches rather than making several interface inquiries individually. Refer to the Interface Match Summary reference material for more information.

Refer to the Interfaces in IEDSSreference material for a consolidated list of Interfaces in IEDSS.

Fiats vs. Overrides vs. Revert to Open Review: What’s the difference?

Fiats Overrides Revert to Open

What: A change in benefits for either a person or AG in previously authorized or issued benefits.

When: Fiats are for benefits that have already been authorized (past benefits) and also current benefits.

What: A change that is performed when the AG is not reflecting the correct benefit/amount. An override can be generated for benefits that have not been issued.

When: Overrides are for benefits that are in the future (future benefits). Overrides should be performed for benefit periods that are being considered by EDBC (one that hasn’t been approved and shows up as “not approved” when EDBC is run).

What: Case action workers select in IEDSS to re-open a case/program that was closed/denied in error within the previous 30 days for SNAP/TANF or 90 days for Health Coverage. Note: Before a case is processed as “Revert to Open”, please research the case and refer to your policy manual for accuracy.

When: The case is closed and the error took place within the last month for SNAP/TANF or the last 90 days for Health Coverage. Note: In a situation where there are multiple AGs on a case, and one of the AGs is closed, and the client requests to open the closed AG, the correct case action is Case Change. When an AG (SNAP) is reverted to open, IEDSS will collect case data to correctly pro-rate the SNAP benefits (CR570188). This only occurs when user select revert to open on a redetermination closure (or client delay).

Your Action Items…

Review the following reference materials for more information:1. Registering an Electronic

Application2. File Clearance Case Association3. Income Self-Employment

Records4. Entering MAGI Income in IEDSS5. Interfaces in IEDSS6. Interface Match

What IEDSS information is in TRON and OPS?

Online Performance Support ToolDid you know a section has been created for IEDSS in OPS?

Please use OPS as a part of your research/investigation as you troubleshoot and work with your Site Support Team.

Training Resources Online NetworkDid you know that you can access TRON for IEDSS Reference Materials?

Please use TRON to access reference materials and demos as a part of your research/investigation as you troubleshoot and work with your Site Support Team.

Netfor Submission Review

Netfor Submission Review

1. Research every issue with your local Site Support Team that is in your office before opening a Netfor ticket. If you are unable to resolve the issue with your SS Team, please call the IEDSS Site Support Conference Line:Conf Line: 844-882-6682Passcode: 1 770 654 496

2. Provide ample detail about the issue o If you have not provided enough detail for the ticket to be researched, you may receive a response

such as “working as designed”3. Remember to include if you are locked out of IEDSS in the ticket

o You have three chances before you are locked out4. Please state if true: account should be deactivated due to resignation of individual 5. Include sections in the system that you cannot access in IEDSS, such as documents

o This will prevent the ticket from being misrouted and the resolution from being delayed 6. Please state if true: you are resubmitting a ticket that was previously submitted.

o This will allow the team to change the status from closed to open 7. Include your security profile role (EA, SEC, etc.) if applicable

o When submitting a ticket for an error message which states that your assigned role will not allow access

8. Provide case numbers

Reminders and Tips: Please work with your SS Team and review this checklist before submitting any tickets

Make sure you are utilizing this checklist before you submit a

Netfor ticket.

Training

Training Attendance Policy:• Participants are expected to attend training daily for

each day of the course or the duration of the course timeframe. The eligibility course is five days and participants must attend all five days to receive credit.

• All IEDSS Training is classroom only. A remote option is not available.

Training Attendance Form: • One trainer in each of the training sites must submit

the daily training attendance form indicating who is and who is not in attendance.

Final Assessment for Core Courses:• The passing assessment score is 85% and above.

Workers are expected to complete the assessment within a week, after they have attended training (please coordinate with your manager regarding the appropriate time for you to take the assessment). Search for “Eligibility Course Assessment” in LMS.

• There is no assessment for Next Level Eligibility.

TrainingTraining Schedule

What You Need To Do:1. Access instructions in OPS section 1.3.4 on how to use the SMART registration tool to register for IEDSS training.2. Register all staff for training on the SMART registration tool. Note: The pre-requisite for 5 day Eligibility are the WBTs. The pre-requisite for Next Level Eligibility is the 5 day Eligibility.

Wave Wk Start End Course Region Location

Wave 2 5 Mon. 1/6/20 Tue. 1/7/20 Eligibility Next-Level 1 Crown PointWave 2 5 Mon. 1/6/20 Tue. 1/7/20 Eligibility Next-Level 1 Crown PointWave 2 5 Mon. 1/6/20 Tue. 1/7/20 Eligibility Next-Level 4 MarionWave 2 5 Mon. 1/6/20 Tue. 1/7/20 Eligibility Next-Level 2 South BendWave 2 5 Mon. 1/6/20 Tue. 1/7/20 Eligibility Next-Level 2 South BendWave 2 5 Wed. 1/8/20 Thu. 1/9/20 Eligibility Next-Level 1 Crown PointWave 2 5 Wed. 1/8/20 Thu. 1/9/20 Eligibility Next-Level 1 Crown PointWave 2 5 Wed. 1/8/20 Thu. 1/9/20 Eligibility Next-Level 4 MarionWave 2 5 Wed. 1/8/20 Thu. 1/9/20 Eligibility Next-Level 4 MarionWave 2 5 Wed. 1/8/20 Thu. 1/9/20 Eligibility Next-Level 2 South BendWave 2 5 Wed. 1/8/20 Thu. 1/9/20 Eligibility Next-Level 2 South Bend

Any Questions?Please email:

IEDSSTransformationTeam@deloitte.com

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.