| Issue: |
When calling the Help Desk, the line is
busy and staff cannot get in contact with anyone to get immediate help. |
|
|
| Response: |
When the Child Care program was implemented,
the Help Desk received many more calls than what was anticipated.
This problem was addressed by adding additional staff to the Help Desk.
As the Food Stamp Program is implemented in FAMIS, the number of staff
assigned to the Help Desk will increase as necessary to meet the needs.
The goal is to provide excellent training for the integration of the Food
Stamp Program into FAMIS, thereby helping to reduce the number of calls
that will need to be made to the Help Desk. |
|
|
| Issue: |
Why is there no history in Provider Registration
on closed providers? |
|
|
| Response: |
At this point, the ability to provide
history on closed providers does not exist. This is an enhancement
that could be explored in the future. |
|
|
| Issue: |
Why is there no inquiry capability on
children who were in provider's care at the end of the provider registration? |
|
|
| Response: |
The View Authorization screen only displays
children who are currently receiving care from the provider. Modifying
the screen to filter on closed authorizations to the specified provider
can be explored. |
|
|
| Issue: |
Staff receives no notification when a
Provider Registration closes. |
|
|
| Response: |
The Provider and the person whose child
is receiving care from the Provider receive notice when the Provider Registration
is closing. The Child Care program is being modified to send notices
60 days before the Provider Registration closing date. Currently,
FAMIS does not provide notice to the caseworker/case manager that the Provider
Registration is closing. This is an enhancement that could be explored
in the future. |
|
|
| Issue: |
Why can't the Provider's address be changed
without it closing the Provider Registration? |
|
|
| Response: |
The Provider's registration only closes
with an address change that is a physical move. If the provider has
moved to another address, another physical location, it requires that new
Health and Safety and Registration forms be completed. If the address
is changed due to an error in the address, it will not close the Provider
Registration. |
|
|
| Issue: |
Can clerical be secondary workers on a
caseload? |
|
|
| Response: |
There is nothing within the system to
prevent a clerical from being added as a secondary worker as long as s/he
has the appropriate security profile. Careful consideration should
be given prior to assigning a clerical as a secondary worker on a caseload. |
|
|
| Issue: |
What about vacant loads at conversion? |
|
|
| Response: |
In the Legacy system, the worker number
99999 identifies the caseload as vacant. The cases in this caseload
will be converted to the TRA (Transfer) caseload in FAMIS. |
|
|
| Issue: |
Can Touch-typing software be installed
on a FAMIS PC? If so, by whom? |
|
|
| Response: |
This is something we are exploring.
Staff have identified the need for keyboarding instructions and we are
researching the various options. Any software must be installed by
central office staff or other designated individuals. |
|
|
| Issue: |
Can the DFS Office address be used as
a homeless person's address? |
|
|
| Response: |
The DFS Office should not be used as the
residential address of a homeless person; it can be used as the mailing
address. |
|
|
| Issue: |
Is it possible to skip questions in the
controlled flow if the information is already known to the system?
E.g. Everyone in the Supercase/Eligibility Unit is a citizen. There
has been no change in household composition. Do you still have to
answer the Citizenship question at each recertification? |
|
|
| Response: |
All of the driver questions have to be
asked at each application/recertification. FAMIS is designed to ensure
that all relevant information is collected for each member of the Eligibility
Unit and that the caseworker/case manager reviews this information to ensure
the information is correct during the recertification process. FAMIS
provides a series of driver questions during the controlled flow that requires
the caseworker/case manager to review this information. |
|
|
| Issue: |
If the FS household does not have a residential
address and only has a PO Box, will that case be automatically converted? |
|
|
| Response: |
No. |
|
|
| Issue: |
When staff leaves and his/her User ID
is deleted, how long do you have to assign a new primary worker to a caseload? |
|
|
| Response: |
The User ID should be end dated when a
new primary worker is assigned to the caseload. It is extremely important
to assign a new primary worker to the caseload as soon as possible after
the previous primary worker leaves. |
|
|
| Issue: |
If a worker is processing a Food Stamp/Child
Care combination application and has assigned the DCNs, what will happen
at authorization? |
|
|
| Response: |
Currently, when the Child Care action
is ready to authorize, this requires another worker to complete the authorization.
For Food Stamps, the same worker is allowed to assign the DCNs and authorize
the action. |
|
|
| Issue: |
If the system goes down, can you call
another county and conduct the interactive interview? |
|
|
| Response: |
Paper applications will be available to
use if the system is down. In order for a worker in one county to
have the ability to work on a case in another county, the person would
have to be assigned to the caseload as a secondary worker in the other
county. |
|
|
| Issue: |
MC+ changes an address and it may not
be Code-1 compliant. |
|
|
| Response: |
An address change made on an MC+ case
will not transfer to the food stamp case. |
|
|
| Issue: |
What happens when someone in the Supercase
(and not in the Eligibility Unit) does not want a DCN assigned to him/her?
What happens if s/he needs to be in the Eligibility Unit and s/he refuses
to have a DCN assigned? |
|
|
| Response: |
A Supercase member who is not in the Eligibility
Unit does NOT have to have a DCN. Any person who is a part of the
Eligibility Unit must have a DCN. |
|
|
| Issue: |
What happens with multiple IM-80s? |
|
|
| Response: |
Anytime there is an IM-80 pending and
another action is created (positive or negative), only one can be effective
at a time. The Action Authorization screen is used to handle these
situations by allowing the pending IM-80 or the current set of actions
to be voided. |
|
|
| Issue: |
What about flex-time/overtime for applications
at the end of the day? Flexibility of days and hours. |
|
|
| Response: |
Currently, FAMIS is not operational after
6:00 p.m. every night. Additional analysis and research will be done
to see if this can be modified. |
|
|
| Issue: |
Suggest sending stuffers in mail-out Food
Stamp applications explaining FAMIS and that an interview will take longer. |
|
|
| Response: |
Client education is an important part
of the successful integration of the Food Stamp Program into FAMIS.
The initial interview process may take longer than the current process,
but in the long run will save staff and participants substantial amounts
of time and energy. We will take every opportunity to educate our
participants about how the way we do business is changing. |
|
|
| Issue: |
What about out-based staff? They
are not able to access the Intranet. |
|
|
| Response: |
This problem has been identified.
Resolutions to this problem are being explored. |
|
|
| Issue: |
Is it possible to have FAMIS Help Desk
open after 5:00 p.m.? |
|
|
| Response: |
In order to have the FAMIS Help Desk open
after 5:00 p.m., the DP Help Desk must also be open. This is something
that will be discussed due to some offices extending office hours past
5:00 p.m. |
|
|
| Issue: |
There are numerous equipment issues:
monitors broken, etc. When the Food Stamp Program is integrated into
FAMIS, it is important that equipment be fixed as quickly as possible. |
|
|
| Response: |
It is important to make sure that the
problems with equipment are reported timely. Follow local office
procedures for reporting equipment problems. |
|
|
| Issue: |
Can Alerts be forwarded by the system
from one user (such as the primary worker, to another user (such as the
secondary worker)? Or, can the supervisor forward Alerts (once the
alert has been elevated to the supervisor) to other users? |
|
|
| Response: |
Alerts are associated to the primary worker,
but any secondary worker assigned to the caseload can view them.
Alerts cannot be forwarded to another user. A secondary worker can
resolve alerts for the primary worker. |
|
|
| Issue: |
What documents need to be retained in
the client's case file/record/folder? |
|
|
| Response: |
The FA-100 (application) and the Interview
Summary are retained in the paper case record. As other forms/documents
are identified, they will be included in policy. |
|
|
| Issue: |
What happens when you enter a Supercase
and it is determined that someone else already has a Supercase at that
address? What happens if the Supercase moves and does not inform
the caseworker? |
|
|
| Response: |
This is not a question that can be easily
answered. There are several different possible ways to handle this
situation. Each specific situation should be evaluated to determine
the correct resolution. The FAMIS
Times, Vol. 4, Issue 2, addresses these types of situations. |
|
|
| Issue: |
Are there plans to put the NADA data into
the system and have it automatically calculate the value of cars? |
|
|
| Response: |
No. |
|
|
| Issue: |
Once the application is authorized, can
it be changed? Once it is authorized, can it be rejected? (The
answer given during the meeting was that an action could be changed as
long as it is done in the same day before the overnight batch process is
run.) |
|
|
| Response: |
The answer given at the meeting is correct.
The only time an authorization can be changed is if it is done on the same
day it was authorized. |
|
|
| Issue: |
What are we going to do if the system
goes down in the middle of an interview? What is our backup plan
for days when the system is not up and running? |
|
|
| Response: |
If the system goes down in the middle
of an interview, the information committed to the database up to that point
is retained. An interrupted controlled flow is created which allows
the caseworker/case manager to resume the interview process as soon as
the system is available. If the system is not available, paper applications
are used. This issue will be addressed and clarified when policy is issued. |
|
|
| Issue: |
How much time will it take to conduct
an interactive interview? |
|
|
| Response: |
The length of time will depend on the
familiarity the caseworker/case manager has with FAMIS and the complexity
of the case being entered. |
|
|
| Issue: |
What are we going to do with people who
do not have a residential address and only have a PO Box number?
A number of small towns only have PO Box numbers? |
|
|
| Response: |
The residential address in FAMIS will
be a descriptive address. E.g. third house on County Road V.
The PO Box is the mailing address. |
|
|
| Issue: |
There are not enough computers in offices.
Will central office buy more computers? What about headsets for the
computers for staff conducting an interactive interview over the telephone? |
|
|
| Response: |
The need for additional equipment should
be submitted to the FAMIS project. Headsets have been ordered for
caseworkers and case managers. |
|
|
| Issue: |
There are job interrupts on our printers.
Can we get this stopped before the Food Stamp Program is integrated into
FAMIS? The printer prints one page from one person's job and then
inserts the first page of another job before it prints the next page of
the first person's job. |
|
|
| Response: |
This issue is currently being researched
to determine the exact problem so a solution can be proposed to management. |
|
|
| Issue: |
Is there anyone to help us with office
layout and office design? We are not sure how best to arrange the
office. |
|
|
| Response: |
Each office should work through established
channels for the restructuring of the office. |
|
|
| Issue: |
What are the plans for handicapped staff?
Can they use the FAMIS system? Can the screens be enlarged so that
they are large enough to be seen by visually impaired workers? Can
the driver questions be enlarged so that visually impaired staff can see
them? |
|
|
| Response: |
As specific staff needs are identified,
accommodations will be made as necessary. |
|
|
| Issue: |
Can the security individual in the county
change/assign a secondary worker real time? |
|
|
| Response: |
Yes. |
|
|
| Issue: |
Can someone prepare a step-by-step guide
for Caseload Management and Security? |
|
|
| Response: |
A guide for Caseload Management and Security
will be developed and staff will be notified as soon as it is available. |
|
|
| Issue: |
Once the interactive interview is started,
how far do you have to proceed before you can stop? |
|
|
| Response: |
This issue will be addressed in training. |
|
|
| Issue: |
Can 3270 Emulation terminals be used to
take action on food stamp cases in FAMIS? |
|
|
| Response: |
No. |
|
|
| Issue: |
Can guides, similar to Child Care guides,
be provided for the Food Stamp Program when that program is first implemented? |
|
|
| Response: |
Yes. |
|
|
| Issue: |
What do we do when the Division of Child
Support Enforcement staff change a supercase address? |
|
|
| Response: |
An address change made on a DCSE case
will not transfer to the food stamp case. |