B Helping Customers Get Proof for Initial Applications

Program	Manual Section
All Programs	MA1301A

Procedure

Staff must use any available method to help the customer get the proof needed for eligibility.

1) Proof needed for income or resources for initial applications

Use the table below to determine how to help the customer get proof needed for income or resources for initial applications.

Step	Action
1	Review the case in HEAplus to make sure that all hub checks were completed. Are there pending eligibility factors? If YES, continue to step 2 for ALTCS cases. For non-ALTCS cases, skip to step 3. If NO, STOP. Process the case. NOTE If the pending verification is for VA Income, See MAP606E.1
2	Review Asset Verification System (AVS) results. Verify the factors in HEAplus based on the AVS results. Are there still pending eligibility factors? If YES, continue to step 3. If NO, STOP. Process the case.
3	Can the pending eligibility factors listed on the RFI be resolved by a phone call? (For example, can the income be verified by a phone call to the payor? Can a resource be verified by the company that holds the resource?) If YES, STOP. Complete a phone call to try to get the needed information. If the phone call is unsuccessful, continue to step 6. If NO, continue to step 6. NOTE If the pending verification is for VA Income, See MAP606E.1
4	Is there a signed AHCCCS Authorization to Release Information (DE-200) or DES Authority to Release Information (FAA-1765A) on file? If YES, skip to step 6. If NO, continue to step 5.
5	Send a Request for Information (RFI) for the pending eligibility factors. Continue to step 11. NOTE If the customer does not provide the verification by the RFI due date, HEAplus will deny the case for failure to provide proof.
6	Use Google to search for the company associated with the income or resource.
7	Determine if there is an email address or fax number that can be used to verify the income or resource. Is there an email or fax that can be used? If YES, continue to step 9. If NO, STOP. If the customer does not provide the verification by the RFI due date, HEAplus will deny the case for failure to provide proof.
8	Determine the appropriate form that can be used to verify the income or resource. (For example, to verify unearned income, use the AHCCCS Request for Verification of Unearned Income [DE-207] form or the DES Request for Verification of Unearned Income located in the Help Center in HEAplus)
9	Complete as many of the fields as possible on the verification form.
10	Send the completed verification form AND the signed release of information form to the email or fax that was identified in step 8.
11	Was the verification request appropriately completed and returned by the RFI due date? If YES, verify the factor in HEAplus and process the case. If NO, HEAplus will deny the case for failure to provide proof.

2) Registering an AHCCCS Application in HEA when no Date of Birth is Provided.

Step	Action
1	On the “Member Information” page leave the DOB blank. DO NOT enter a “Pseudo” date of birth.
2	On the “SSN Verification” page the following message will appear: “We could not verify the Social Security Number for [Customer’s Name]. The name, date of birth, gender, or Social Security Number you entered does not match Social Security records. Please correct any errors and click ‘Verify Again’. We will try to verify again.” At the top center of the screen click the box for “Skip to” and continue through the application.
3	On the “Verification Status Summary” page click “Determine Eligibility.”
4	The “Missing Data” Screen will pop up. The following message will appear: “The following data is missing in the application for the persons below. Click on the links in the ‘Missing Data’ column to enter the appropriate information. Or click ‘here’ if you want to submit this. An Auto-RFI will be generated if the application includes MA.” Select the “here” hyperlink.
5	Complete the application. Suppress the RFI, and Submit a PCR requesting a Manual RFI for the DOB verification. FAA staff submit the Policy Clarification to the FAA Policy Support Team (PST) via the normal elevation process. For more information, see the CNAP+ reference FAA1.C03E titled Rules and Regulations.
6	Add the following standard case note in HEAplus: “Date of Birth not provided with application and was not found searching [list methods used to search for the DOB]. RFI suppressed and PCR sent requesting Manual RFI.”
7	Was the Date of Birth provided? If YES, process the application If NO, deny the application for information not provided

3) Use the table below when an AHCCCS application is submitted with no date of birth.

Use previous records and electronic sources before requesting the information from the customer or Authorized Representative.

Step	Action
1	When a contact number is provided, contact the customer or representative and ask for the DOB. Was a DOB provided? If YES, continue to step 10 If NO, continue to step 2.
2	Determine if there is another application with the customer’s correct date of birth (DOB). Was another application found with the DOB? If YES, continue to step 10 If NO, continue to step 3
3	Review any documents stored in HEAplus for proof of DOB. Use any known identifiers, including first name, last name, Social Security Number (SSN), PID, or prior application IDs for the customer to search existing records. Was the DOB found? If YES, continue to step 10 If NO, continue to step 4 FAA staff do not have access to DocuWare, and they may not have access to PMMIS, WAVES, or Vital Records. FAA staff must review OnBase for the date of birth (DOB).
4	Review DocuWare, PMMIS, WAVES, and Vital Records to determine if the DOB can be located. Search by first name, last name, and SSN, or any previously known application numbers. Was the DOB found? If YES, continue to step 10 If NO, continue to step 5
5	If the customer is adopted or in foster care, email dmpsinteragencyliaison@azahcccs.gov. The Interagency Liaison Team (IALT) will make a collateral contact with DCS and the foster or adoptive parents, if possible. Was the DOB provided? If YES, continue to step 10 If NO, continue to step 6
6	Submit a Policy Clarification Request requesting OEP review the information and provide the DOB. Include the following information in the Description field of the PCR: Applicant’s name SSN (if known) Other names in the case file (parents, siblings, other household members) City and state of birth (if known) FAA staff should submit the Policy Clarification to the FAA Policy Support Team (PST) via the normal elevation process. For more information, see the Cash and Nutrition Assistance Policy Manual Plus Procedures reference FAA1.C03E titled Rules and Regulations.
7	Did the PCR response return a DOB for the customer? If YES, continue to step 8 If NO, continue to step 11
8	Enter the DOB into the “HEAplus Member Information” page for the customer and request a new SOLQI.
9	Was the DOB verified by the SOLQI? If YES, continue to step 10 If NO, continue to step 11
10	Add standard case notes to HEAplus on the application: “Date of Birth not provided with Application, retrieved DOB from [list the method used to find DOB].”
11	When DOB is not available using an electronic source complete the following: Review HEAplus for possible demographic information mismatch and make any necessary corrections Re-run file clearance If there is still a mismatch, another form of proof for DOB is needed (MA501). Send an RFI requesting the needed information to verify the DOB.