Dispatch 11202017

Non-Medical Programs Only

Unable to Process Food Assistance due to Expedited Service Hard Stop Error at EDBC

Staff are currently unable to process non-expedited Food Assistance due to a hard stop validation error when running EDBC. KEES project staff are currently working on a fix to this issue. Until the defect is fixed, it is very important to follow the steps below. At this time, we can only apply a fix to the cases we know about.

• Work the case as far as possible.

• Report the issue through ServiceNow for each Case Number.

NOTE: Multiple Case Numbers can be reported on one Incident Ticket.

• Track the reported Case Numbers

• DO NOT attempt to apply your own workaround.

• Project staff will apply a database fix to the reported cases

• After the fix is applied, staff will be notified they can run EDBC on the reported cases.

Denial for No Interview Batch

Some defects have been discovered with the Denial for No Interview batch. These defects have resulted in the batch being shut off until further notice. There is no need for staff to take negative action on these cases. Once the batch is able to run successfully it will apply case action to the cases since it last ran (the night of November 16th). Thank you for reporting the cases you have discovered. There is no need to continue reporting those at this time.

Mass Payments for Employment Services Providers

KEES is not currently issuing payments to providers that are approved through the Mass Payment process.

Staff can continue to:

1. Issue payments as a single provider payment when the consumer to provider volume is low.

2. Utilize the Mass Payment page in KEES

   1. Enter the Mass Payments in as usual by end of day, Monday, November 27th.

   2. KEES Project Staff will run a data fix to get the payments issued to providers the following week.

   3. These payments will not show as Issued until KEES Project Staff run this data fix.

NOTE: KEES will continue to run a data fix twice a month to get Mass Payments issued to Providers around the middle and end of the month until this issue is resolved.

Q&A from e-Application Webinar

1. What is the difference between rescind and reapply a program?

   1. Rescind is used to reinstate the most recent application date and applicants to a Pending status after the application was denied or discontinued. Rescind sets the program to Pending status without logging a new application.  

   2. Reapply records a new application date and is used for new applications on an existing program block.

2. When you finish the e-linking process it takes 15 minutes to complete the tasks because we cannot re-index until everything has been through workflow. What should we do?

It sometimes can take several minutes for Images to process thru ImageNow. Staff should be cognizant of the ImageNow Workflow Queue and re-index all SSP Uploaded Documents to the correct Document type when the process is complete. The ImageNow Process is complete when nothing displays in Workflow Queue after refreshing the page.      

3. Do we update address(es) for other household members? Can the worker update these addresses?  

Updating addresses is a crucial part of Registration and should be added or updated for all household members. The only exception is when the Primary Applicant on the e-Application is known to KEES without a usable case number; in these situations you must update the address of the Primary Applicant prior to e-linking.

Example: George submits an SSP Application. George is known to KEES and has a case member on a (Non-medical or Medical) case but does not have a Usable Case Number. You must access the case George is a case member of and ADD a new address for George Only.     

4. Does the HSA need to update EBT to change the address if it was changed in KEES?

No, KEES updates EBT addresses via a Batch that runs daily.

5. Can you manually update the application date once linked?

Yes, the application date should reflect the oldest application that is still applicable per policy.

6. Duplicate vs Multiple e-Applications

   1. Duplicate e-Applications are truly duplicate applications. They are submitted the same day within minutes or seconds. This happens when a consumer submits an online application and clicks the Submit button on the SSP more than once. Do not link the e-Application to the case if there is an e-Application for the same program(s) with the same application date already linked to the case in an e-Application status of In Progress or Pending.

      1. Update the e-Application status to Not Accepted.

      2. State in a Journal entry that the e-Application was left unlinked and include the e-Application Number.

      3. Re-Index any SSP PDF images from the ‘SSP Uploaded Document’ document type to the ‘Application’ document type utilizing the e-Form.

      4. Void the Application-Registration task.

   2. Multiple e-Applications are applications submitted at different days/times with different information. All information must be reviewed to ensure the most recent submitted information is processed. When the case being processed has multiple e-Apps linked to it that are in Pending or In Progress status, EDBC only updates the most current dated e-App to Accepted. The remaining older e-Apps will remain in a Pending or In Progress status. Workers should manually update the older linked application’s status to Posted. See Manually Updating e-Application Status for detailed steps in the KEES User Manual.

7. Whose responsibility is it to update a case with multiple e-Apps?

Whoever discovers it.  

8. When scanning in applications or other documents into ImageNow, KEES creates the wrong task (such as a task for the green queue when it should have been for the red queue). Can we Void or reassign those tasks?

There are currently no known issues with KEES creating wrong tasks during Imaging or Registration. If KEES generates inaccurate tasks the KEES Help Desk needs to be notified.

If a task needs to be updated to a different Queue, Worker, Location and/or Task you should always Reassign the task.  Staff should not be voiding tasks unless instructed per policy or in the KEES User Manual. See Reassigning a Task in the KEES User Manual for detailed steps.  

9. During e-Registration there might be an applicant without a SSN or DOB. In these situations, it is hard to determine if the person is known to KEES or not and we want to avoid duplicates. Or in some instances a roommate is added to the e-Application and is not required to be a Case Person. How can we avoid adding the roommates information to KEES?    

This process is still being determined. 

10. When we have an applicant with a roommate associated to the case.  If the roommate is not added or removed EDBC might not recognize shared living situation required per KEESM.  

KEES rules does not determine Shared Living by household composition; it is determined by the Shared Living Indicator on the Household Status page.