MA705I

Did the customer report that total resources are or will be under the resource limit for the application period?

• If YES, continue to Step 2.

• If NO, STOP. Reasonable compatibility is met when the customer claims resources over the resource limit. Deny the application for exceeding the resource limit.

Verify the AVS check has been completed.

Is the Case Status either “Pending Review” or “Review in Progress”?

• If YES, continue to Step 3.

• If NO, STOP. The AVS check is not yet complete. 

  • If the check is not completed in five days, see section 4, How to Determine When a Manual AVS Request is Needed.

  • When a manual AVS request is not needed, continue to step 3.

Review all sections of the Account Information page. Are the demographics sent to AVS correct for the customer?

• If YES, continue to Step 4.

• If NO, see section 2 - Editing a Customer's Information in AVS. The customer's information MUST be corrected. After correcting the demographics, continue to Step 4.

NOTE     In some cases, the bank may have a different name for the customer (for example, a maiden name or nickname). The AVS report may say the bank will not respond due to an incorrect name or other demographic details. The customer details must be corrected. See section 2 - Editing a Customer’s Information in AVS.

Does AVS show any accounts with a zero balance that the customer did not report?

• If YES, ask the customer or representative about the account. When the customer says that it is closed, accept and document the customer’s statement as reasonably compatible. When the account is still active or you cannot get the customer’s statement, continue to step 5.

• If NO, skip to Step 6.

Enter the account with the zero balance in HEAplus. Request proof of any deposits and transfers.

Does the AVS report show accounts the customer did not report and would impact eligibility?

• If YES, STOP. The information is not reasonably compatible. Request proof of the value and transactions for all accounts claimed by the customer and these accounts found by AVS for the application months.

• If NO, continue to Step 7.

• If YES, continue to Step 9.

• If NO, manually send an AVS request to the financial institution. See section 3 - Sending an AVS Request to a Specific Financial Institution.

• If YES, continue to Step 10.

• If NO, STOP. Request proof of value and transactions for the financial accounts with no AVS result.

• If YES, reasonable compatibility is met for the resource test. AVS can be used to verify the financial account values. Continue to Step 11.

• If NO, reasonable compatibility does not apply. Request proof for financial account values and transactions not already verified for the current application. Continue to Step 11.

Verify that the customer’s demographic information in HEAplus is correct. If necessary, contact the customer to confirm the demographic information on file is correct and resolve any discrepancy that may exist in HEAplus.

Search for the customer in the AVS Case Queue and click the Edit button on the left. This will take you to the Case Correction page.

Make the correction needed as follows:

• When the customer’s name is incorrect, make the correction under Applicant Information in the Case Correction page.

• When the customer has bank accounts under any name other than the one in HEAplus, add the name by clicking the plus sign (+) under Applicant Information.

NOTE     If the customer’s Social Security Number has been incorrectly submitted to AVS, it cannot be corrected in the AVS Case Correction page. Change the case status to Close/withdrawn in AVS and correct the SSN in HEAplus. The case will be automatically resubmitted to AVS.

Click the Update button on the bottom right corner of the page.

Search for the customer in the AVS Case Queue using the Application ID.

From the customer’s Case Dashboard, click on Account Information and select “+ Add Bank(s) for Verification”.

Fill out the Search Bank pop-up with information about the financial institution you would like to send an AVS request to. Click Search.

Select the financial institution to which you would like to send an AVS request from the search results and click Save.

NOTE     If multiple branches of the same financial institution are found, select any one branch.

The new AVS request will now appear on the Account Information page under Verification Requests.

NOTE     New AVS requests can be deleted only on the same day the request is made.

Does the residential address in HEAplus say that the customer is homeless?

• If YES, STOP. Submit the AVS ad-hoc request.

• If NO, continue to step 2.

Has there been an AVS request in the last 60 days?

• If YES, STOP. DO NOT submit an ad-hoc request. When an AVS request has been completed in the last 60 days and there are no changes, a new request will not be completed.

• If NO, continue to step 3.

Does the customer get SSI Cash OR have an open SSI Cash key code?

• If YES, STOP. DO NOT submit an ad-hoc request. The system is working as designed. AVS is not needed for SSI Cash customers because they do not have a resource test.

• If NO, continue to step 4.

NOTE     If the customer has an SSI Cash key code and you believe it is incorrect, submit a Policy Clarification Request for permission to submit an ad-hoc request.

Did the customer have SSI Cash on their last application that has since ended?

• If YES, STOP. Submit the AVS ad-hoc request.

• If NO, continue to step 5.

Does the customer have a Title IV-E Foster Care or Adoption Subsidy key code?

• If YES, STOP. DO NOT submit an ad-hoc request. The system is working as designed. AVS is not needed for Title IV-E or Adoption Subsidy customers because they do not have a resource test.

• If NO, continue to step 6.

Did the customer have Title IV-E income on their last application that has since ended?

• If YES, STOP. Submit the AVS ad-hoc request.

• If NO, continue to step 7.

Does the applicant have a spouse that is on active ALTCS benefits?

• If YES, STOP. Submit the AVS ad-hoc request.

• If NO, continue to step 8.

Is the spouse’s SSN missing from the application?

• If YES, continue to step 9.

• If NO, enter the spouse’s SSN, if available. Submit an ad-hoc request.

Was the application registered more than 5 calendar days in the past?

• If YES, submit a PCR requesting permission to submit an ad-hoc request.

• If NO, STOP. Wait until 5 calendar days have passed. If the AVS request still has not been completed, submit a PCR requesting permission to submit an ad-hoc request.

Does the residential address in HEAplus say that the customer is homeless?

• If YES, STOP. Submit the AVS ad-hoc request.

• If NO, continue to step 2.

Has there been an AVS request in the last 60 days?

• If YES, STOP. DO NOT submit an ad-hoc request. When an AVS request has been completed in the last 60 days and there are no changes, a new request will not be completed.

• If NO, continue to step 3.

Was the renewal created by a worker?

• If YES, STOP. Submit the ad-hoc request for AVS.

• If NO, continue to step 4.

NOTE     When the application was opened as a change, but a renewal is needed, you may submit the AVS ad-hoc request.

Does the customer get SSI Cash OR have an open SSI Cash key code?

• If YES, STOP. DO NOT submit an ad-hoc request. The system is working as designed. AVS is not needed for SSI Cash customers because they do not have a resource test.

• If NO, continue to step 5.

NOTE     If the customer has an SSI Cash key code and you believe it is incorrect, submit a Policy Clarification Request for permission to submit an ad-hoc request.

Did the customer get SSI cash that has ended?

• If YES, STOP. Submit the AVS ad-hoc request.

• If NO, continue to step 6.

Does the customer have a Title IV-E Foster Care or Adoption Subsidy key code?

• If YES, STOP. DO NOT submit an ad-hoc request. The system is working as designed. AVS is not needed for Title IV-E or Adoption Subsidy customers because they do not have a resource test.

• If NO, continue to step 7.

Did the customer have Title IV-E income or keycode on their last application that has since ended?

• If YES, STOP. Submit the AVS ad-hoc request.

• If NO, continue to step 8.

Is the spouse’s SSN missing from the application?

• If YES, enter the spouse’s SSN if available. Submit an ad-hoc request.

• If NO, continue to step 9.

Has a letter been sent for the renewal application?

• If YES, continue to step 10.

• If NO, STOP. Submit the ad-hoc request in AVS.

On the “Notification History” screen, was the “Sent Date” for the letter sent for the current application more than 5 calendar days in the past?

• If YES, submit a PCR requesting permission to submit an ad-hoc request.

• If NO, wait until 5 calendar days have passed. If the AVS request still has not been completed, submit a PCR requesting permission to submit an ad-hoc request.

Search for the person in AVS. Did you find the correct person?

• If YES, continue to step 2

• If NO, STOP. Take the following steps:

  • In the AVS Case Queue, click the tools link on the top right corner.

  • Select Ad-hoc Request from the drop-down menu.

  • Complete all fields required for the request.

Are you completing a manual request for two ineligible parents?

• If YES, continue to step 4.

• If NO, skip to step 5.

There is not an applicant type to identify ineligible parents for an AVS request. You will need to complete two manual requests.

• For the request for the first parent, select Spouse from the Applicant Type drop down menu.

• For the second parent’s request, select Applicant from the Applicant Type drop down. Do not submit both parents as a “spouse”. Continue to step 5.

Fill out all required fields. These are identified with a red asterisk, and must be completed to submit the manual request.

• When completing the manual request for a budget group member identified by the Spouse applicant type, enter the customer’s SSN in the Applicant SSN to Link field.

• When submitting the request for the second ineligible parent identified as Applicant, the second parent’s records will not be linked to the child customer’s AVS results and will need to be searched for separately.

Review the information you entered for accuracy.

Click the Run Request button on the bottom right of the page.