| TO: | ALL COUNTY OFFICES |
| FROM: | JANEL R. LUCK, DIRECTOR |
| SUBJECT: | MISSOURI MC+ PHONE CENTER OPERATIONS |
DISCUSSION:
Effective immediately the seven MC+ Phone Center sites in Missouri are consolidating into one central location which will be located in the Buchanan County Family Support Division office. Phone center staff can be reached Monday through Friday 8:00 a.m. – 5:00 p.m. by calling 1-888-275-5908; a voicemail system is in place for incoming calls received after regular business hours.
The MC+ Phone Center will be staffed by five experienced Eligibility Specialists whose duties will include:
- answering phone inquiries,
- accepting and processing applications,
- making referrals,
- mailing applications,
- processing Breast and Cervical Cancer Treatment (BCCT) applications mailed to the center by Show Me Healthy Women providers, and
- processing presumptive eligibility applications mailed to the center by designated providers.
VERIFICATION OF CITIZENSHIP
Phone center staff will notify applicants of the requirement to verify citizenship and identity. The notice will be sent with applications requested from the phone center and will inform the applicant of the types of acceptable forms of verification and the requirement to provide original documents. Applicants will be given the option of sending the original documents back to the phone center or taking them to the local Family Support Division office. Counties should anticipate that some applicants will choose the option of bringing the documents into the local office. If the applicant chooses to bring the documents into the local office, Eligibility Specialists are responsible for viewing, certifying, copying, dating, and faxing copies of the original documents to the MC+ Phone Center. Fax verified documentation, the date it is received, to:
Attn: MC+ Phone Center
816-387-2890
Counties should maintain copies of the verified documentation until the processed application is received in the county office. Phone center staff will contact the county office which provided the faxed documentation if questions about the information arise or if there are problems reading the fax. The copies faxed to the MC+ Phone Center will be filed in the case record sent to the county.
NOTE: Fax copies of original documents to the MC+ Phone Center on the date the verification is received to avoid delays in application processing.
TRANSITION PERIOD
Missouri’s toll free number serves both the MC+ Phone Center as well as the Insure Kids Now federal information line. As a result, there may be a period of continued operation in one or more of the other phone centers until the national information line can complete necessary changes to forward its calls to the centralized phone center. This period should not last over 30 days.
NECESSARY ACTION:
- Review this memorandum with all appropriate staff.