IM-066 PROTECTED CASELOADS

2018 Memorandums

DEPARTMENT OF SOCIAL SERVICES
FAMILY SUPPORT DIVISION
PO BOX 2320
JEFFERSON CITY, MISSOURI

IM-#066, 11/26/2018

TO:  ALL FAMILY SUPPORT DIVISION OFFICES
FROM:  PATRICK LUEBBERING, DIRECTOR
SUBJECT:  PROTECTED CASELOADS

DISCUSSION:

The purpose of this memo is to update IM-#54 (5/25/2017) regarding Protected Caseloads.

Protected Caseloads have been established in the Family Assistance Management Information System (FAMIS) and Missouri Eligibility Determination and Enrollment System (MEDES) to protect Family Support Division (FSD) employees from inadvertently accessing or taking action on protected cases.

All applications and active cases where an FSD employee is a member of the household must be assigned to a protected caseload. Only Eligibility Specialists assigned to a protected caseload may authorize benefits for other FSD employees. Every FSD employee is responsible for immediately notifying their supervisor when a conflict or possible conflict arises so that the supervisor can make other arrangements for handling the client’s case.

Protected Load procedures are based on the following DSS Administrative Policies:

Conflict of Interest (2-500), which states that employees “are to perform their assigned duties in a manner which precludes any potential for a conflict of interest or the appearance of a conflict of interest” and “are specifically prohibited from any direct or indirect involvement in determining eligibility for or providing services to a client or applicant if the employee has any personal or financial relationship with the client or applicant. Personal relationships are defined as those that extend beyond a mere acquaintance, or which may compromise the decisions of the employee involved, either in fact or in appearance.

Work Rules (2-115) and Code of Conduct (2-120)

Information Security Management (6-100), which states workforce members are prohibited from accessing information regarding themselves, friends or relatives or making any other inquiries or updates that are not required in the performance of their official duties.

The protected load will serve applicants and recipients who meet any of the following criteria:

  • A victim of domestic violence;
  • A victim of human trafficking;
  • A participant in the Safe at Home program (Please see Safe at Home Address Procedure for FAMIS and MEDES, Email Memo #1 (2018);        
  • An employee of the Family Support Division (FSD);
  • A family member (spouse, parent or child) residing with an FSD employee (Applicant/recipient must reside in the same household has the FSD employee to be considered protected);
  • A case on which an FSD employee is the Authorized Representative;
  • A temporary employee currently assigned to FSD.

FSD Employee Applications and Active Cases

Effective immediately all applications and active cases where an FSD employee is a member of the household or an authorized representative must be assigned to a protected caseload. The employee should complete the Protected Load Cover Sheet (attached) and the Protected Load Request form (attached) then email the completed forms to ConfidentialFiles@ip.sp.mo.gov. The email subject line should be Protected Load – Initial Notification. Employees may also call 573-751-8959 and provide their identifying information. These cases will be moved into the protected load by the Customer Relations Unit (CRU).

Employees who wish to apply for benefits may do so by:

  • Fax – 573-522-2886
  • Mail – FSD/CRU, PO Box 2320, Jefferson City, MO, 65102
  • Email – ConfidentialFiles@ip.sp.mo.gov with “Protected Load – Application” in the subject line
  • Visiting any FSD Resource Center
  • Online at mydss.mo.gov

Employees choosing to submit their application to a FSD Resource Center or online must notify the CRU. Notification can be done by completing the Protected Load Cover Sheet (attached) and the Protected Load Request Form (attached) then submitting the completed forms via email to ConfidentialFiles@ip.sp.mo.gov, The email subject line should be Protected Load – Initial Notification or by calling 573-751-8959.

Employees who wish to report changes to their benefit cases may do so by submitting the completed Protected Load Cover Sheet via email to ConfidentialFiles@ip.sp.mo.gov with the email subject line Protected Load – Correspondence, by faxing the information to 573-522-2886, by mailing the documentation to the FSD/CRU, P O Box 2320, Jefferson City, MO 65102, by submitting the information to a FSD Resource Center or by calling the Customer Relations Unit at 573-751-8959. (If the case is not yet in the protected load, a completed Protected Load Request Form must also be submitted.)

Local Office Process

Family Support Division Resource and Processing Centers who identify applications, change reports, reinvestigations, re-certifications, or any other documentation on cases in the protected load should date stamp all documentation, log all documentation in ITrackRS per local instruction, stop all work on the case, and scan the completed Protected Load Cover Sheet, the Protected Load Request form, and all documentation via email to ConfidentialFiles@ip.sp.mo.gov with the subject line Protected Load – Correspondence, for review and processing.

Call Center employees who identify a protected case using the below criteria should follow the Call Center instructions regarding submitting a Protected Load call to the Customer Relations Unit. 

A protected case can be identified as follows:

FAMIS – When viewing a FAMIS case, FAMIS Program Participation (FAMISPAR/FM0D) screen of a case in the protected load will populate with information. The protected load numbers in FAMIS are 004613, 004614, 004615, and 004616.  If there is no information showing when viewing a case on FAMISPAR/FM0D, it means that the client has no benefits at this time.  The case is not a protected load case.

FAMIS (CC, TA, FS) pending tasks – If you are working a task associated to a case in the protected load, you will need to complete the Protected Load Cover Sheet and email the coversheet to ConfidentialFiles@ip.sp.mo.gov for review and handling. Include Protected Load – Correspondence in the email subject line. Update the task to ‘completed’ after emailing the cover sheet.

FAMIS (MHABD) pending tasks – If you are working a task associated to a case in the protected load, you will need to complete the Protected Load Cover Sheet and email the coversheet to ConfidentialFiles@ip.sp.mo.gov for review and handling. Include Protected Load – Correspondence in the email subject line. Reassign the task to Carolyn Arl, Userid: ARLWZA.

MEDES – When viewing a protected case in MEDES on the person search tab, asterisks will show under the ‘person’ and ‘address’ sections indicating that the case is sensitivity level ‘2’ (protected load case) or a sensitivity level ‘3’ (safe at home case).

MEDES Pending Tasks – If you are working a task associated to a MEDES case showing a sensitivity level ‘1,’ and find that the case meets the Protected Load criteria,  complete the Protected Load Cover Sheet (attached) and the Protected Load Request form (attached) and then email the completed forms to ConfidentialFiles@ip.sp.mo.gov for review and handling. Include Protected Load – Correspondence in the email subject line. Update the task to ‘completed’ after emailing the cover sheet.

If a task is located on a MEDES case, where the case information is not viewable, complete the Protected Load Cover Sheet, include the task number and email the completed form to ConfidentialFiles@ip.sp.mo.gov for review and handling. Include Protected Load – Correspondence in the email subject line.

Web Applications – When an application is received through the online application process, and it is identified as a Protected Case, please follow the steps below:

  • Update Documentation Comments to show “Protected Load App” on indexing card & un-assign the app, save changes to card.
  • Protected loads: 004613, 004614, 004615, 004616
  • App/verification will return to the indexing queue and specialized staff will register
  • Send email to Michele Thomas-CRU (CC: Anna Beckett, Carolyn Arl & Shawna Hillen)
      • Email Subject line: Web app – Protected Load received (date)
      • Body of email: Web App ID#, list programs applied for and request the CRU to register the application.

          NOTE: if it is only a verification provided separately, be sure to indicate this.

For further instructions regarding the Web application process, please view the Web App Registration and Indexing Guide in the FSD Work Site.

NOTE:  All verifications/documentation for Protected Load cases are NOT to be scanned into the ECM.  Please follow the above instructions to submit any documentation.

ATTACHMENTS

PROTECTED LOAD REQUEST FORM

Protected Load Request Form

This form is to be used when the applicant’s benefit case is not yet in the protected load but meets the criteria stated above, or, the request does not meet the criteria stated above and the applicant is requesting their case remain in, or be moved to, the protected load. This form must be completed by the employee on the applicant’s behalf. Completed forms should be emailed to ConfidentialFiles@ip.sp.mo.gov with Protected Load – Correspondence in the subject line, for review and processing.

PROTECTED LOAD COVER SHEET

Protected Load Cover Sheet

This form is to be used by the employee as a cover sheet to provide information, such as notes, task information, along with any verification or documentation.  Completed forms should be emailed to ConfidentialFiles@ip.sp.mo.gov with Protected Load – Correspondence in the subject line. 

NECESSARY ACTION:

PL/ab