MEMORANDUM

DISCUSSION:

The purpose of this memorandum is to introduce Remote Identity Proofing (RIDP) and how it will be utilized by the Family Support Division (FSD) for Family MO HealthNet programs. RIDP is used to obtain a level of assurance regarding an individual’s identity and is done by asking questions based on personal and financial history. The use of RIDP is solely to verify identity of an individual when an online account is created and, when at a later time, he/she attempts to access his/her online account.

Individuals applying online or creating an online account after October 27, 2014, are subject to the RIDP process through MEDES. Individuals applying online must answer a series of questions to which only the individual would know the answers. Individuals submitting paper applications who do not seek access to the online portal are not subject to RIDP.

If the applicant/participant fails the RIDP process, he/she will receive the following message:

• We were unable to verify your identity at this time. You will be asked identity questions the next time you log into your MyDSS account. You may also visit your local FSD resource Center to complete the process. Please click “Next” to continue with your application for Health Benefits. (See screen shot below.)

NOTE: Failing the RIDP process does not prevent someone from completing his/her MEDES application. However, he/she will not be allowed to sign on to his/her account at a later date until this is resolved.

If the applicant/participant tries to sign into his/her account at a later date, the following screen message appears:

• Authentication Failed. The values you have entered are incorrect. You failed authentication. Please call (855) 373-9994 for support. (See screen shot below.)

The applicant/participant is advised to call the Contact Center at (573) 373-9994.

If the individual is unable to gain access to his/her online account, hard copy verification must be obtained from the individual by FSD before he or she may access online benefit information.

VERIFICATION

Individuals who fail the RIDP process after October 27, 2014, or who applied online or created an online account before October 27, 2014, must provide verification of his/her identity to the FSD to access his/her online account. Individuals must notify FSD they are providing identity verification because they failed RIDP to obtain access to their online account. No report of individuals who failed RIDP will be provided.

To verify his/her identity for RIDP, an individual may submit a copy of one of the following documents to the FSD, provided that such document has his/her name and either a photograph of the individual, or other identifying information of the individual such as age, sex, race, height, weight, eye color, or address.

• Driver’s license issued by state or territory;
• School identification card;
• U.S. military card or draft record, U.S. Coast Guard Merchant Mariner card, or Military Dependent’s identification card;
• Identification card issued by the federal, state, or local government, including a U.S. passport with the same information included on driver’s licenses, or an Indian/Alaska Native Tribal document with a photograph or other personal identifying information;

If the participant cannot provide a copy of one of the documents listed above, a participant must provide two of the following to access his/her online account:

• A birth certificate;
• Social Security card;
• Marriage certificate;
• Divorce decree;
• Employer identification card;
• High school or college diploma (including high school equivalency diplomas);
• Property deed or title.

NOTE: A copy of a birth certificate is an option to verify identity for RIDP. (This is different from verifying citizenship for eligibility.) FSD must view the original birth certificate or Department Health - Birth Name screen (IBTH) to verify citizenship. When verifying identity from a birth certificate, document whether the birth certificate is a copy or the original.

NOTE:  Immigrants must provide official identity documentation from Homeland Security.

The FSD office receiving identity verification for RIDP and the request to unlock an online account must complete a MEDES incident report located at https://support.engagepoint.com/Missouri/. When completing the report, only enter information in the following fields:

• Your first name – enter the first and last name of the FSD staff completing the report
• Your last name – enter the FSD office
• Your email – enter the FSD office email
• Your phone – enter the direct telephone number for the FSD staff completing the report
• *Short description of the issue
• Select: Enter HOH DCN
• ID Number: Enter DCN
• **What were you trying to do?

Cut and paste the following information:

• *Short description of the issue: Applicant failed RIDP and provided appropriate verification. Need online account unlocked
• **What were you trying to do? Person applied online. At the next attempt to sign into the account, the individual received the message displayed to call the Contact Center for assistance. Applicant/participant was advised to provide appropriate verification to the local FSD office. Verification was received and applicant would like his/her account unlocked.

Enter the incident report by clicking submit in the lower right corner. Maintain a record of the incident report in the local office along with contact information for the participant until the incident report is resolved. Provide information to the staff person in the FSD office who can enter Notes in MEDES to document the participant contact and the submission of the incident report. Add the Note on the Primary Person Page, Client Contact sub-tab.

If the request is urgent, also send an email to MEDESSupport@engagepoint.com with a subject line of USER ID. Include all information above in the email regarding the incident report.

Engagepoint will notify the FSD office that submitted the incident report, when the account is unlocked, and the steps needed to access the account. FSD must contact the participant to notify them when the account is unlocked.

DOCUMENTING VERIFICATION IN MEDES

The verification requirements in this memorandum are only for RIDP. MEDES has a process through the worker portal to capture identity verification of participants. Review Income Maintenance Memorandum IM-71 Verification Procedures for Family MO HealthNet Programs for specific information on documenting verification.

All notes regarding RIDP should be entered into MEDES on the Primary Person Page, Client Contact sub-tab.

AUTHORIZED REPRESENTATIVE AND RIDP

Authorized Representatives (AR) should create one on-line account per household. AR’s can follow these steps:

• Go to mydss.mo.gov to start an online account at “Apply for Health Benefits”.
• When AR gets to the “Create an Account” page, enter the applicant’s information.
• On the “Verify Your Identity” screen, AR should only enter fields with an asterisk (*). Do not enter Social Security Number or Date of Birth.
• On “Getting Started” click on “As an authorized representative. Then enter AR information under “Application Filer Details”. (AR must remember how they submitted their name here for electronic signature at the end of the application.)
• Complete the rest of the application with the applicant’s household information.
• After AR answers all questions they will get to the “Sign & Submit” page. Both boxes must be checked and the AR must enter an electronic signature.

When applicant/participant tries to access their account created by an AR at a future date they will be asked identity proofing questions to verify their identity.

MANUAL REVISIONS

A Remote Identity Proofing section to the MO HealthNet Family (MAGI) manual is forth coming.

NECESSARY ACTION:

• Review this memorandum with appropriate staff.

AC/df/mks/vm