104-3 Tools For Effective Caseload Management

104-3 TOOLS FOR EFFECTIVE CASELOAD MANAGEMENT

There are tools available to help a caseworker manage their caseload:

On-line case Notes. This tool increases worker’s ability to share critical case information. Caseworkers will use on-line case notes to document all contacts, actions, and information used in making case decisions, with the exception of extremely sensitive information.

CR001 Report – ET Caseload Report. Supervisors are required to distribute and monitor caseload reports regularly, and caseworkers are responsible for regularly reviewing the reports to ensure that all cases are in the current month and benefits are authorized.

Alert Screens. The ETAL ET Alerts and ETAD ET 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 ETAD ET Alerts Due screen daily. The ETAL ET Alerts must be checked every time a case is processed. This will ensure that changes are acted on within the 10-day processing timeframe and help prevent case and benefit errors.

ALERT MANAGEMENT

The following is a list of the most common alerts and a brief description of the appropriate action to be taken:

EIS GENERATED ALERT STATEMENT	REQUIRED ACTION ON CASE
(Adult’s name) will turn 65	APA Adult Public Assistance and/or Medicaid case - Change APA Adult Public Assistance coding to OA Old Age. Send P065 notice. FS Food Stamps case - check for potential Senior Benefits income.
(AWP, CSSD Child Support Services Division) DISQ-EA (client’s name)	Client is being disqualified for benefits; add penalty to case.
(Case Number) Issued $50 PT MM/YY	Client issued PT for that month; check to see if FS Food Stamps is counting PT.
(Case Number) $xxx.xx collected (date)	CSSD Child Support Services Division has collected a payment; check to see if child support is greater than the TA Temporary Assistance payment for possible case closure.
(Child’s name) will turn 1	Adult may no longer be eligible for BA months.
(Child’s name) will turn 6	Check WORK screen; correct code if necessary.
(Child’s name) will turn 16	Check WORK screen; correct code if necessary.
(Child’s name) will turn 18	Check school status for TA/ME; EAIN no longer exempt.
(Child’s name) will turn 19	Check eligibility for ME Medicaid.
EI DEDUCTION CHG MONTH –12	Update & issue benefits; send appropriate notices.
EI DEDUCTION CHG MONTH –24	Update & issue benefits; send appropriate notices.
EI DEDUCTION CHG MONTH –36	Update & issue benefits; send appropriate notices.
EI DEDUCTION CHG MONTH –48	Update & issue benefits; send appropriate notices.
EI DEDUCTION CHG MONTH –60	Update & issue benefits; send appropriate notices.
FS Food Stamps/TA Temporary Assistance/APA Adult Public Assistance/GA General Relief Assistance/ME Medicaid Recert not processed	A review was registered but recertification and benefits were not processed before the monthly run. Check if recertification was processed and eligibility determination was made.
FS Food Stamps Cert Expired – PGM closed	No GEN 72 Eligibility Review Form received; CARC Case Record Control to 9 99 if FS Food Stamps is the only program.
ID Changed for (client name)	Identifying data on the client maintenance screen (option 4 on CLPM Case Profile Maintenance) for origin of change.
INCAR-123-45-6789, CODE 1	Verify the following for all programs: If incarceration is related to a drug felony and Dates of confinement. Determine if the case should be closed or the household member should be removed.
INCAR-123-45-6789, See SVRE State Verification Response	Verify the following for all programs: If incarceration is related to a drug felony and Dates of confinement. Determine if the case should be closed or the household member should be removed.
NO TA Temporary Assistance/FS Food Stamps EBT Electronic Benefit Transfer Spending – Good Card? (This alert appears after 30, 60, 90 days of inactivity)	Contact client and inquire on reason for not using benefits. If client is out-of-state, verify the reason and duration of absence.
SDX State Data Exchange will / has terminated	Check INME 9 or SVES verification eligibility system for current information.
SDX State Data Exchange 123-45-6789 name error	The name attached to this SSN Social Security Number is different in EIS Eligibility Information System from what Social Security has in their system. Verify accuracy of the SSN Social Security Number information provided by the client.
SSN Social Security Number required for (person’s name)	Request SSN Social Security Number for the person noted in the alert.
SVES verification eligibility system 123-45-6789 No Match	Latest SVES verification eligibility system run had occurred and there is not a match for client’s DOB. Verify the DOB of the person noted in the alert.
SVES verification eligibility system 123-45-6789 DOB Conflict	Latest SVES verification eligibility system run had occurred and there is not a match for client’s DOB. Verify the DOB of the person noted in the alert.
SVES verification eligibility system Update CIT/ID – 123-45-6789	SVES verification eligibility system data match replaces an existing code in EIS Eligibility Information System. Check status of the case for any action needed. If case was pended and information is due, act on pended case to determine eligibility.
TA Temporary Assistance/ME Medicaid/APA Adult Public Assistance – Cert expired – PGM Closed	No GEN 72 Eligibility Review Form received, CARC Case Record Control to 9-99 if only program.
(TA Temporary Assistance, FS Food Stamps, ME Medicaid, APA Adult Public Assistance, IA, GM General Relief Medical, GA General Relief Assistance) Payment not Authorized	Manually work current month; initialize into next month and authorize.
(TA Temporary Assistance, FS Food Stamps, ME Medicaid, GM General Relief Medical, GA General Relief Assistance) Quick pend due	Case was pended and information is due; act on pended case to determine eligibility.
UIB Unemployment Insurance Benefit 123-45-6789 Benefits Info	Check DOL Department of Labor for UIB Unemployment Insurance Benefit benefits.

Telephone Logs. The voice mail system is available to caseworkers to ensure that calls are received while they are away from their desk. The telephone log is a useful tool to utilize in documenting and tracking the date and time messages and reports of change were received. The telephone log should not replace documentation in the CANO Case Notes .

Manual Tracking Forms. Some caseworkers use tracking forms in addition to recording the information in the CANO Case Notes . These forms may assist in reviewing case information when a change is reported.

Macros. Certain tasks are performed repeatedly on EIS Eligibility Information System such as writing notices, online case notes, and alerts. Caseworkers can automate these tasks by using macros. A macro is a series of keystrokes which are grouped together as a single command to accomplish a task automatically. Instead of time-consuming repetitive actions, caseworkers can create and run a single macro that will accomplish the task. Any sequence of tasks performed on EIS Eligibility Information System can be automated and run using a macro.

How to create macros on EIS Eligibility Information System :

Place the cursor where you want the macro to start on the EIS Eligibility Information System screen.

Click the record button. A box will appear that will allow you to name the macro. Be sure to use only eight characters for the name.

Start typing and perform the task. Remember to type slowly as the macro also records every mistake.

When done, click the stop button.

How to play macros on EIS Eligibility Information System using the toolbar:

Click on the play button.

A box will appear that will allow you to select the macro you want to play

If you want the macro to stop playing, click on quit.

Macros can also be consolidated on the popup keypad that allows caseworkers to play their macros by doing a right-click on the mouse button.

How to set up the popup keypad:

Click on ”Assist” from the WorkStation window menu bar.

Choose ”Popup Keypad Setup” from the Assist menu. ”The Popup Keypad Setup” dialog box will be displayed.

Click on ”Customize” button. The ”Customize Popup Keypad” dialog box will appear. The current functions of pad 1 are shown at the bottom of the box.

To increase the number of functions, choose the number of Rows, Columns, and Pads from the ”Keypad Size” box. The maximum number of functions per pad is 64.

Choose a macro from the ”Macro/Script" box.

Click the button that you want to change.

Repeat steps 5 and 6 until a button is assigned for each macro.

If there are more than 64 macros, click on pad 2, 3, or 4.

Choose ”file” from the menu bar.

Choose ”Save As.”

Replace the asterisk with the name of a file in which to save the assignments.

Click ”OK” to close the ”Customize Popup Keypad” dialog box. This will take you back to the ”Popup-Keypad” files dialog box will take you back to the ”Popup Keypad Setup” dialog box.

Click on user defined and the browse. The ’Browse Popup Keypad’ files dialog box will appear.

Under file name click on the save file. Click ”OK” twice.

How to play macros on the popup keypad:

Place the cursor to where you want it to start on the EIS Eligibility Information System screen.

Right click on the mouse.

Click on the macro.

Creating macros for mass job:

Macros can be used to perform mass jobs such as changing caseloads. For assistance on creating macros for mass jobs, contact the Field Services unit.

EIS Eligibility Information System Tracking Systems. There are several tracking screens on EIS Eligibility Information System that caseworkers must utilize to keep track of information about the case.

ABWD Screen: This screen helps the worker track ABAWD Able Bodied Adults without Dependents (able bodied adults without dependents) clients, and the countable and non-countable ABAWD Able Bodied Adults without Dependents months for each client. This screen also allows the caseworker to document the reasons a month is not countable.

PRAW Previous Aid/Work Incentives Screen: This screen tracks the date and State of issuance for previous Temporary Assistance and Food Stamp benefits a client received. Entry of information regarding previous aid from other States serves as a check to insure that duplicate benefits are not issued. This screen also records the number of months an individual has received Temporary Assistance or TANF benefits to assist in tracking the 60-month time limit for each client. The PRAW Previous Aid/Work Incentives screen also records the number of months an individual has received the Temporary Assistance earned income deduction.

WORK Screen: Caseworkers may view or update information regarding a client’s status with Work Services. Other data, which may be viewed or updated, include the number of months a participant has used toward their lifetime 12-month baby exemption, their education and literacy level, the date their Family Self-Sufficiency Plan must be reviewed, and category in the Welfare-to-Work program. Also, the WORK screen allows access to the WOSA (Work Sanctions) screen, the JOMO (JOBS Set Month), the JPMN ( JAS Jobs Automated System Payments Menu) and the JOPH ( JAS Jobs Automated System Program History).

Benefit History Screens. The benefit history screens allow caseworkers to review the complete history of the program benefits and to verify benefit authorization. The display provides a summary, by benefits month, of the household size, countable income, allowable deductions, benefit amount, recoupment amount, and net benefit.

TABH Temporary Assistance Benefit History (Temporary Assistance Benefit History)

TAIH (Temporary Assistance Issuance History)

FSBH Food Stamp Benefit History (Food Stamp Benefit History)

FSIH (Food Stamp Issuance History)

APBH APA/IA Benefit History (Adult Public Assistance Benefit History)

APIH (Adult Public Assistance Issuance History)

MEBH (Medicaid Benefit History)

MEIH (Medicaid Issuance History)

GABH ( GRA General Relief Assistance Benefit History)

GAIH ( GRA General Relief Assistance Issuance History)

GMBH ( CAMA Chronic and Acute medical Assistance Benefit History)

GMIH ( CAMA Chronic and Acute medical Assistance Issuance History)

Interface Inquire Screen (ININ): This screen provides information on income received by clients who are identified by their Social Security Number on the INME screen. This screen is a tool to help verify the accuracy of reported information or to detect unreported information. EIS Eligibility Information System cannot guarantee the accuracy of the information provided by the interface; therefore, further verification or collateral contact may be needed to obtain more information.

This interface can provide information on income from the following sources: BDX (Benefits and Earnings Data Exchange); SDX State Data Exchange (State Data Exchange); ALB Alaska Longevity Bonus (Alaska Longevity Bonus); PFD Permanent Fund Dividend (Permanent Fund Dividend); UIB Unemployment Insurance Benefit (Unemployment Insurance Benefits); AKPAY (State Employee Payroll); and WAG (Department of Labor Wage Match).

SVRE State Verification Response (State Verification Response) Screen: This screen accepts requests from caseworkers regarding the benefits clients may receive form the Social Security Administration ( SSA Social Security Administration ). SSA Social Security Administration has modified this screen to also accept request for prisoner information. EIS Eligibility Information System makes a monthly match with the SSA Social Security Administration data base and generates alerts. Caseworkers are obligated to follow-up on these alerts.

PRAP Program and Person Alert (Program and Person Alert): This screen displays all program and person alerts that exist on the case. Caseworkers are also allowed to enter or update information on this screen such as outstanding recoupment, disqualification, and fraud investigations.

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		2010-02 (12/10)