IBM Voluntary Community Assistance Network V-CAN - Manual (Page 24)

I
NDIANA
E
LIGIBILITY
M
ODERNIZATION
Voluntary Community Assistance Network (V-CAN)
When applicants/clients contact the Call Center, calls are answered and routed by using the following
rocess changes (i.e.,
i.e., questions about
uestions. If a case-
transfer calls to the
sing on Medicaid Waiver, Nursing Home, Disability, Aging and Refugee cases
le for case-specific inquiries. To contact one of the Specialist groups, clients and
Authorized Representatives may leave a message with a PRT Representative (and a
Specialist will return the call).
Figure 11: Call Center Structure
3.1.6 Call Menu (After-Hours Automated System)
The following main menu options are available when using the after-hours Call Center
Automated System:
1. Find a Local DFR Office
2. Check Case Status
3. Report a Change (leave a message with address, income or household changes)
4. Listen to Frequently Asked Questions regarding:
1. Programs (Food Stamps, Cash Assistance (TANF), Medicaid, Hoosier Healthwise,
Medicaid for nursing home care, IMPACT)
2. Reporting Changes
3. Electronic Benefit Transfer (EBT) Questions
4. Fraud
5. FSSA Service Center mailing address/FAX number
structure:
o
Tier 1 Call Center Representatives answer general questions and p
household, employment, address and phone number changes).
o
Tier 2 Call Center Representatives answer more technical questions (
letters or notices).
o
Problem Resolution Team (PRT) Representatives answer case-specific q
specific question needs more clarification, the PRT Representatives may
Specialist group.
o
Specialists focu
are availab
TIER 2
Call Center Representatives
(Letters and Notices)
PROBLEM RESOLUTION TEAM
Call Center Representatives
(Case-specific Questions)
TIER 1
SPECIALISTS
(Waiver, Aging,
Nursing Home,
Refugee & Disability)
SPECIALISTS
(Waiver, Aging,
Nursing Home,
Refugee & Disability)
TIER 2
Call Center Representatives
(Letters and Notices)
PROBLEM RESOLUTION TEAM
Call Center Representatives
(Case-specific Questions)
V-CAN User Guide 24 [email protected]
Call Center Representatives
Center Main
(General Questions and processing of changes)
TIER 1
Call Center Representatives
(General Questions and processing of changes)