MEMORANDUM

2017 Memorandums

IM-#076; 06/21/2017

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:
Interactive Voice Recognition System (IVR) Upgrade

DISCUSSION:

The original IVR memo included an anticipated implementation date and the actual date was on June 22nd instead of June 21st. The chart errors were corrected. Lastly, there was confusion on the chart as it only references what is stated in the IVR and does not state programmatic requirements.

UPDATED INFORMATION:

The Interactive Voice Response (IVR) for the Call Center was upgraded June 22, 2017 with the following changes:

Below is a listing of information by program the client will hear (if applicable). This list is only the information the IVR relays and is not meant to imply the functions of each program.

 
Food Stamps
Child Care
TA
MHABD
MAGI
 Last 3 payments with date, amount and issuance month
 x
 
 x
 
 
 Current coverage level
 
 
 
 x
 x
 Certification Period
 x
 x
 
 
 
 Application Due Date
 x
 x
 x
 
 
 Interview Needed*
 x
 
 
 
 
 Outstanding Verification and Due Date
 x
 x
 x
 x
 
 Current Status of Case**
 x
 x
 x
 x
 
 Units of Care
 
 x
 
 
 
 Approved Provider
 
 x
 
 
 
 Number of Benefit Months Used
 
 
 x
 
 
 Surplus Amount
 
 
 
 x
 
 Date Last Premium Paid
 
 
 
 x
 x
 Date Spend Down Last Met
 
 
 
 x
 
 MRT Case Review
 
 
 
 x
 
 Allow 90 days from QMB/SLMB approval date to begin paying premiums
 
 
 
 x
 

* Will automatically transfer to the Interview Team (Tier 3).
**Pending, Active, Expired, Closed and Rejected.



NECESSARY ACTION:

Review this memorandum with appropriate staff.

PL/nc


2017 Memorandums