Category: MoHealthNet Home

FROM: KIM EVANS, DIRECTOR

SUBJECT: DETERMINING CORRECT APPLICATION DATES FOR ALL PROGRAMS

DISCUSSION:

In a recent Program Access Review (PAR), the Food and Nutrition Service (FNS) found Supplemental Nutrition Assistance Program (SNAP) applications registered with incorrect application dates. This memo provides clarification in determining correct application dates for all programs.

Incorrect application dates can result in:

• benefit payment errors,
• incorrect eligibility begin dates,
• improper processing timeframes, and
• increases to the agency’s error rates for accuracy and timeliness, potentially impacting federal funding.

Application dates must be carefully evaluated during both registration and processing to ensure that the correct date is used.

Application Date vs Agency Received Date

Application dates are determined by the date and time that an application with the minimum required information is received by the agency. (See policy for program-specific requirements.)

• Applications received before 5:00 p.m. Monday – Friday are considered as received on that date.
• Applications received outside of business hours (after 5:00 p.m., on a weekend, or on a holiday) are considered as received on the next business day.

Note: MO HealthNet (MHN) applications received by phone or online, including applications from the Federally Facilitated Marketplace (FFM), are an exception. Regardless of the time of day or day of the week received, online and FFM applications are dated the day the application was successfully submitted and phone applications are dated the day that the telephonic signature was captured.

Identifying Date/Time of Receipt

With the exception of applications received through the Upload Portal, applications must be opened and viewed in order to see the received date.

Received date location examples:

• Upload Portal: Added On date in the Electronic Content Management system (ECM)

• Online/AEM (not MHN): Submitted Date Time on bottom of each page

• Mail: Date stamp

• Resource Center: Date stamp

• Fax: Receiving information on bottom or side of page

• MHN – Online, phone, FFM: MHN Application Case tab

When Multiple Applications are Received:

If more than one application is received for the same program, the first application received is the application to be registered.

Example: Two Temporary Assistance applications are found in the ECM, dated 9/12 and 9/14. The eligibility system shows that neither has yet been processed.

• • The 9/12 application is registered but both applications are reviewed during processing.

Registering the Correct Applicant:

Care must be taken to ensure that applications are registered under the correct applicant. Applications registered under an incorrect head of household cause delays for the applicant and could result in a breach of confidentiality for either party.

NECESSARY ACTION:

• Review this memorandum with appropriate staff.
• Review content and resources in the Application Registration row of FAMIS Resources.

KE/mn

FROM: KIM EVANS, DIRECTOR

SUBJECT: FSD.DOCUMENTS UPCOMING EMAIL ADDRESS DEACTIVATION

DISCUSSION:

As of October 1, 2023, FSD.Documents@dss.mo.gov will be deactivated and the sender will receive a bounce back response. Currently, an automatic response informs the sender beginning October 1st, 2023 documents will no longer be accepted through FSD.Documents@dss.mo.gov and provides additional resources to the sender.

Documents will continue to be accepted via:

• Upload: mydssupload.mo.gov
• Mail:
  • Family Support Division, PO Box 2700, Jefferson City, MO 65102
• Fax: 573-526-9400
• FSD Resource Center (dss.mo.gov/offices.htm)

NECESSARY ACTION:

• Review this memorandum with appropriate staff.

KE/se

FROM: KIM EVANS, DIRECTOR

SUBJECT: JULY 2023 – QUARTERLY FORMS UPDATE

DISCUSSION:

Income Maintenance forms and documents are reviewed and revised quarterly and as necessary. New forms and documents are created as required or requested.

All new and revised IM forms show a revision date of 7/2023, unless otherwise stated. Revised IM forms with older revisions dates are now obsolete. Family Support Division (FSD) will accept obsolete forms until 9/30/2023.

New and Revised Forms available in the public and internal forms manuals:

New and Revised Forms available only to FSD staff in the internal forms manual:

Revised forms sent to participants by FAMIS or MEDES eligibility systems:

NECESSARY ACTION:

• Review this memorandum with appropriate staff.
• Begin using revised forms immediately.
• Discard and recycle blank obsolete forms.
• Share with community partners.

KE/cj

FROM: KIM EVANS, DIRECTOR

SUBJECT: CUSTOMER SERVICE MANUAL UPDATE

MANUAL REVISION #

0130.010.00
0130.010.15
0130.010.15.15

DISCUSSION:

The General Information Manual has been updated to clarify that complaints or concerns must be addressed immediately, and resolved within 30 business days of receiving the complaint.

The following manual sections are updated:

• 0130.010.00 Customer Service Complaints and Comments
• 0130.010.15 Resolution of Complaints
• 0130.010.15.15 When Complaints Cannot be Resolved at the Local Office Level

Reminder: When a complaint cannot be resolved at the local office level, a Customer Service Form (FSD-4) must be submitted using the process described in manual section 0130.010.15.15 When Complaints Cannot be Resolved at the Local Office Level.

NECESSARY ACTION:

• Review this memorandum with appropriate staff.

KE/rnr