MEMORANDUM

DISCUSSION:

What are ROBO Calls

ROBO Calls are pre-recorded messages sent by an automated telephone calling service. The calling service uses a computerized system to deliver the messages to FAMIS participants. The call provides a generic message and does not disclose any confidential personal information.

Example of the message: Hello, this is a recorded message from the State of Missouri, Family Support Division. In the next few days you will be receiving an important mailing from the Family Support Division.  The mailing will be on yellow paper and requires timely action from you to continue receiving services. Please complete the form and return it to the Family Support Division by the date requested on the notice. If you have questions, please call 1-855-373-4636. Thank you.

Who will get ROBO Calls

The head of household will receive the call when a review/recertification form is mailed to them. Currently, the ROBO calls will occur when the following forms are mailed:

• Temporary Assistance Review (FA-202)
• Medical Assistance Review (FA-402)
• Medical Assistance Review (FA-402A)
• Child Care Recertification (FA-502)
• Food Stamp Notice of Expiration (FA-520)
• Food Stamp Mid-Certification Review (FA-546)

Why will participants Receive ROBO Calls

ROBO calls are currently being used successfully by other Missouri state agencies to communicate with their customers. This is a new way for the Family Support Division to provide timely communication to participants.

The automated calls provide a method for FSD to proactively and automatically engage participants, so they are aware of their upcoming reviews. The calls are expected to increase timely responses from participants; which will benefit participants by avoiding unnecessary breaks in eligibility.

When will Participants Receive ROBO Calls

The first calls will be made July 6, 2015.

The review forms are mailed on the 1st Saturday of the month. Their calls will be on the next business day following the mailing of these forms.

The Food Stamp Notice of Expiration and the Child Care Recertification forms are mailed on the 15th of the month. Their calls will be on the next business day following the mailing of these forms.

How will the ROBO Calls be Delivered

The calls will default to the participant’s home phone number(s) listed on the Person Detail screen until the participant selects a preferred method of contact. At that time we will only contact them through their home phone number, and cell phone numbers listed as preferences.

How can a Participant OPT OUT

Participants may choose to not receive any automated reminders from the FSD by:

1. Selecting Opt Out in the paragraph just above the signature line on their application form.
2. Calling the FSD Information Center (855-373-4636).

The FSD staff then, enter “X” in the Opt Out field on the Person Detail (PRSNDTL/FM0I) screen.

How can a Facility or Organization OPT OUT

The intent of the ROBO Calls is to provide notifications to participants, and staff must try to avoid these calls going to facilities or other organizations. If by chance participants give the telephone number of authorized representative from a hospital or clinic, or the telephone number of a facility, or other organization as their home or cell phone number there is a method to block the telephone number from future ROBO Calls.

If the providers, facilities or other organizations receive unwanted ROBO calls, they may contact:

1. Any FSD office
2. The FSD Information Center

The FSD staff then contacts the FAMIS Helpdesk (1-800-MO-FAMIS, option 4) and reports the telephone numbers to be added to the FSD No Call List. Once the phone number is on the FSD No Call List it will be blocked from future ROBO calls until it is manually removed.

When FSD staff recognize that the home or cell phone number is not the participant’s direct telephone number, enter an “X” in the Opt Out field on the Person Detail (PRSNDTL/FM0I) screen.

NECESSARY ACTION:

• Review this memorandum with appropriate staff.

AC/