MEMORANDUM

2017 Memorandums

IM-#054; 05/25/2017

DEPARTMENT OF SOCIAL SERVICES
FAMILY SUPPORT DIVISION
PO BOX 2320
JEFFERSON CITY, MISSOURI
TO:
ALL FAMILY SUPPORT DIVISION OFFICES
FROM:
PATRICK LUEBBERING, ACTING DIRECTOR
SUBJECT:
PROTECTED CASELOADS
MANUAL REVISION #6
 

DISCUSSION:

Protected Caseloads have been established in the Family Assistance Management Information System (FAMIS) and Missouri Eligibility Determination and Enrollment System (MEDES) to protect Family Support Division (FSD) employees from inadvertently accessing or taking action on protected cases.

All applications and active cases where an FSD employee is a member of the household must be assigned to a protected caseload. Only Eligibility Specialists assigned to a protected caseload may authorize benefits for other FSD employees. Every FSD employee is responsible for immediately notifying their supervisor when a conflict or possible conflict arises so that the supervisor can make other arrangements for handling the client’s case.

Protected Load procedures are based on the following DSS Administrative Policies:

The protected load will serve applicants and recipients who meet any of the following criteria:

 

FSD Employee Applications and Active Cases

Effective immediately all applications and active cases where an FSD employee is a member of the household or an authorized representative must be assigned to a protected caseload. The employee should complete the Protected Load Cover Sheet (attached) and email it to ConfidentialFiles@ip.sp.mo.gov. The email subject line should be Protected Load – Initial Notification. Employees may also call 573-751-8959 and provide their identifying information. These cases will be moved into the protected load by the Customer Relations Unit (CRU).

Employees who wish to apply for benefits may do so by:

Employees choosing to submit their application to a FSD Resource Center or online must notify the CRU. Notification can be done by completing the Protected Load Coversheet and submitting via email to ConfidentialFiles@ip.sp.mo.gov, The email subject line should be Protected Load – Initial Notification or by calling 573-751-8959.

Employees who wish to report changes to their benefit cases may do so by submitting the information via email to ConfidentialFiles@ip.sp.mo.gov with the email subject line Protected Load – Correspondence, by faxing the information to 573-522-2886, by mailing the documentation to the FSD/CRU, P O Box 2320, Jefferson City, MO 65102, by submitting the information to a FSD Resource Center or by calling the Customer Relations Unit at 573-751-8959. Please remember to include notification that you are an FSD employee.

 

Local Office Process

Family Support Division Resource and Processing Centers who identify applications, change reports, reinvestigations, re-certifications, or any other documentation on cases in the protected load should log all documentation in ITrackRS, per local instruction, stop all work on the case, and scan the completed Protected Load Cover sheet and all documentation via email to ConfidentialFiles@ip.sp.mo.gov with the subject line Protected Load – Correspondence, for review and processing.

Call Center employees who identify a protected case using the below criteria should send an email to ConfidentialFiles@ip.sp.mo.gov with the subject line Protected Load – Correspondence. The body of the email must include the Client’s name, DCN or SSN, and a telephone number where the client can be reached.

A protected case can be identified as follows:

 

ATTACHMENTS

PROTECTED LOAD REQUEST FORM

ProtectedLoadRequestForm.pdf

This form is to be used when the applicant does not meet the criteria stated above and is requesting their case remain in, or be moved to, the protected load. This form can be completed by the applicant or completed by the employee on the applicant’s behalf. Completed forms should be emailed to ConfidentialFiles@ip.sp.mo.gov with Protected Load Request in the subject line, for review and processing.

PROTECTED LOAD COVER SHEET

ProtectedLoadCoverSheet.pdf

This form is to be used when the applicant does not meet the criteria stated above and is requesting their case remain in, or be moved to, the protected load. This form can be completed by the applicant or completed by the employee on the applicant’s behalf. Completed forms should be emailed to ConfidentialFiles@ip.sp.mo.gov with Protected Load Request in the subject line, for review and processing.

 

NECESSARY ACTION:

PL/ab


2017 Memorandums