MEMORANDUM

DISCUSSION:

The Interactive Voice Response (IVR) for the Call Centers will be upgraded the afternoon of June 21st, 2017 with the following changes:

• Childcare providers will no longer be able to receive payment information through the IVR, but instead can call the child care payment unit in their area for information.  The IVR will state the appropriate contact information.
• Clients calling will receive information about their benefits prior to being routed to an Eligibility Specialist.
• When an interview is needed, clients will automatically be transferred to the Interview Team (Tier 3).

Below is a listing of information by program the client will hear (if applicable): 

	Food Stamps	Child Care	TA	MHABD	MAGI
Last 3 payments with date, amount and issuance month	x		x
Current coverage level				x	x
Certification Period	x	x
Application Due Date	x	x	x
Interview Needed*	x
Outstanding Verification and Due Date	x	x	x	x
Current Status of Case**	x	x	x	x
Units of Care		x
Approved Provider		x
Number of Benefit Months Used			x
Surplus Amount				x
Date Last Premium Paid				x	x
Date Spend Down Last Met				x
MRT Case Review				x
Allow 90 days from QMB/SLMB approval date to begin paying premiums				x

* Will automatically transfer to the Interview Team (Tier 3).
**Pending, Active, Expired, Closed and Rejected. 

NECESSARY ACTION:

• Review this memorandum with appropriate staff.

PL/nc