104-5          ALERTS

104-5 A.      ETALET Alerts AND ETADET Alerts Due

The ETALET Alerts and ETADET Alerts Due are important tools to use to keep track of changes that may affect case status and eligibility.

There are two types of alerts that can be generated either by the system or the caseworker;

• Case-based alerts that affect the entire case.
• Client-based alerts that affect only a specific client.

To use the alert system effectively as a case management tool, the caseworker must check the ETADET Alerts Due screen daily. The ETALET Alerts must be checked every time a case is processed. This will ensure that changes are acted on within the 10-day processing timeframe as required by program rules and with the first contact resolution guidelines to help prevent case and benefit errors. Refer to the program manuals for information on 10-day processing timeframe and MS 104-1 for additional information about first contact resolution.

Elements of a good alert:

• Concise - one line
• Clear and understandable
• Use of common DPADivision of Public Assistance acronyms. Refer to Addendum 109F for a list of DPADivision of Public Assistance acronyms.
• Identify individuals or programs when necessary (i.e., CH Patty MAGI ME ends 3/31/14)

104-5 B.      SETTING ALERT DUE DATES

1. Requesting verification

The due date must be the actual date the information is due. Set the due date on the ETALET Alerts screen as the actual date the information/action is due following the 10, 15, or 30 day pend due dates listed on the adverse action calendar.

Example:

An ETEligibility Technician pends an application for additional information and gives the applicant until 4/30/14 to provide the information. The alert due date must be set to 043014.

2. Receiving reports of change or other documents

If setting a due date for a newly received report of change or other document, the due date is the date the report of change or document was received. If unable to set the alert for the same date the document was received, use the date the worker created the alert.

Examples:

DPADivision of Public Assistance receives a report of change on April 8, 2014. The alert due date must be 040814.

On April 10, 2014, and OA discovered a report of change which was received April 2, 2014 but an alert was not set. The OA will set an alert and use 041014 as the due date.

104-5 C.      ALERT MANAGEMENT

When working a case, ETEligibility Technicians must clear or update the alerts as soon as they are processed or completed. Each case action must include a CANOCase Notes and EISEligibility Information System entry. Alerts on the ETADET Alerts Due that are alike should be worked together whenever possible for efficiency. For example, processing all INCAR alerts at the same time.

Any Work Services-related penalty requests from partner agencies are required to be acted upon no later than one day from the date of request. Refer to the ILINX BPR Process on SharePoint for additional information about Work Services cases.

Refer to EIS Procedures Manual 1999-4 for additional information about managing alerts in EISEligibility Information System. The following is a list of the most common EISEligibility Information System generated alerts and a brief description of the appropriate action to be taken:

104-5 D.      MANUALLY GENERATED ALERTS

The following are recommendations for manually creating alerts and a brief description of the appropriate action to be taken: